Hex Trust MENA FZE Disclaimer

For MENA

License no.

VL/23/08/002

License Validity:

2024/11/14

Licensed Activity:

Virtual Assets Custody Services - Authorised to serve Institutional Investors and Qualified Investors.

Address:

Office 426, Level 4, Convention Tower, Dubai World Trade Centre, Dubai, UAE.

Names of all Responsible Individuals :

Responsible Individuals: Alessio Quaglini, Filippo Buzzi
Compliance Officer and Money Laundering Officer: Keo Akemi Tiong

VA Standards

View our Knowledge Base here.
View Our VA Standards here.

Material risks associated with Virtual Assets disclaimer

Hex Trust MENA FZE cannot guarantee the value of Virtual Assets and does not provide such assurance. You acknowledge and agree that the value of Virtual Assets is highly volatile, and trading or holding them involves a significant risk of loss. The value of virtual assets can fluctuate rapidly and may even decline to zero. Additionally, virtual assets may not be transferable or liquid, and there may be instances of fraud, manipulation, theft, or loss. Please note that Hex Trust MENA FZE never requests users to disclose their account passwords, online banking or ATM passwords, debit/credit card CVV numbers, or to make payments in person or via cash deposits or money transfers (Western Union, MoneyGram, etc.).

Complaint Management

Hex Trust MENA FZE strives to provide customers with exceptional service and resolve any complaints in a timely and efficient manner. However, we would like to clarify that we cannot guarantee a resolution that meets every customer's expectations or preferences.

Our complaint management process is in compliance with the regulations and laws of the UAE, and we will always treat each complaint with the utmost importance and respect. We will investigate and respond to each complaint in a fair and objective manner, with the aim of reaching a mutually satisfactory resolution for both parties.

We appreciate your business and value your feedback. If you have any concerns or complaints, please do not hesitate to contact us and we will do our best to address them promptly.

Lodge a complaint

Customers can file a complaint with Hex Trust MENA FZE here.

Timeframe for acknowledging and resolving complaints

Hex Trust MENA FZE strives to resolve complaints within 24 hours of acknowledging them. According to the case’s complexity, it may take up to 5 days to solve complex issues, and up to 10 days for very complex issues. If a complaint has not been resolved within the specified timeframe due to the complexity of the issue and requires additional time for investigation, an interim reply should be issued by day 10 to the complainant advising them of the status and expected resolution date if possible.

Zero Tolerance Approach

The company takes a zero-tolerance approach to bribery and corruption. The Board and all Staffmust act professionally, fairly, and with integrity in all business dealings and relationships. Failure tocomply with this policy will result in the immediate termination of the employment without notice andinternal disciplinary action. Non-compliance cases must be immediately reported to VARA for its evaluation.