FXSALT TERMS OF BUSINESS

13. Customer Complaints:

13.1. Complaint Preparation:

A)
Customer has discretion to raise a claim to the Company Compliance Department in the event of any Company’s dissatisfactory action or inaction related to Customer’s account, or in any event Customer deems such claim appropriate. Company Compliance Department shall accept Customer claims at compliance@fxsalt.com within 24 hours after corresponding events in Customer’s account.

B)
Customer shall contribute to Company in handling of Customer’s claims by providing the Company Compliance Department with all necessary information, including, but not limited to:

1. Customer’s Name and Surname (for corporate clients ‐ company name);
2. Customer’s account login;
3. Date and time of the issue in the platform time zone;
4. Tickets of orders and positions involved;
5. Detailed description of the issue.

C)
Customer has obligation to avoid any kind of offensive vocabulary, intimidation, unsubstantiated accusation or emotional interpretation of anything related to his claim or to Company or its business.

13.2. Complaint Handling:

1. Company shall take decisions on Customer claims within two working days upon receipt. In the event Company is unable to take decision on Customer’s claim within the above period, Company shall notify Customer by telephone or by e—mail about the extension of the investigation terms.
2. Customer accepts server log—file records as a main source of information in the context of handling of Customer claims. Customer accepts the absolute seniority of server log—file records against other sources, including client terminal log—file records.
3. Company shall indemnify Customer exclusively by depositing in Customer’s account with Company.
4. In the event Company deems necessary to delete one or another of Customer’s tickets, such tickets shall be removed from Customer’s client terminal, and Customer’s account balance and/or equity shall be adjusted by the summarized value of profit/loss and rollovers related to such tickets.
5. In the event Company deems necessary to restore one or another of Customer’s tickets, such tickets shall be reestablished in ‘Trade’ layout of Customer’s client terminal; summarized profit/loss and rollovers related to such tickets shall be deducted from Customer’s account balance and applied to Customer’s account equity in connection with current market prices.

13.3. Rejected Complaints:

1. Company shall have the right, in its sole discretion, but not the obligation, to decline Customer claims on the expiry of 24‐hourly period after related issues. Company may not accept claims handed over to Company by e‐mail to compliance@fxsalt.com or otherwise contradictory to clause 13.2.
2. Company shall have the right to decline Customer’s claim or any of its arguments if server log—file record required for examination of such claim or arguments does not exist.
3. Company shall have the right, in its sole discretion, but not the obligation, to decline:

1. customer claims related to execution period of any requests or orders;
2. customer claims related to server maintenance works, if such works were previously announced at the Company website not less than 48 hours before the server downtime.
3. customer claims related to differences between rates quoted by Company and similar rates quoted by another companies or institutions (including rates of underlying assets), except for claims related to manifest errors in Company’s data feed.
4. customer claims related to delays or interruptions of service or transmissions, or failures of performance of the server, regardless of cause, including, but not limited to, those caused by hardware or software malfunction; governmental, exchange or other regulatory action; war, terrorism, or Company’s unpremeditated acts.

14. Quotes Database:

1. Company has the right to refresh, update and modify historical quotes data for purposes of error correction, filling gaps arising from server downtime and for any other purposes Company, in its sole discretion, deems reasonable.
2. Company has the right to use any sources of historical quotes data for building its own charts.
3. In the event any dispute or claim is related to missing or erroneous charts data, Company shall make its decisions solely using server log‐file records and corrected charts data.