Complaints Policy

This Complaints Policy explains how LUMINARY DIGITAL CORP ("Luminary", "we", "us", or "our") handles complaints about the services we provide to clients in Canada.

Luminary Digital Corp is a company incorporated in British Columbia, Canada (incorporation number BC1416289) with its registered office at 422 Richards St., Suite 170, Vancouver, British Columbia, Canada, V6B 2Z4. Luminary Digital Corp is registered with the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) as a money services business (registration number M23398758) and is registered with the Bank of Canada as a payment service provider under the Retail Payment Activities Act.

We take complaints seriously. They help us identify problems, put things right for you, and improve our services.

1) How to Make a Complaint

You can make a complaint free of charge:

  • By email: support@luminaryinc.com, using the subject line "Complaint";
  • Through the app or web platform: via the support chat in your account.

To help us investigate quickly, please include your name and contact details, the account or transaction concerned, a description of what happened and when, any supporting documents, and the outcome you are seeking.

2) How We Handle Your Complaint

  • We will acknowledge your complaint within five business days of receiving it.
  • We will investigate your complaint fairly and impartially, using the information you have provided and our own records.
  • We aim to provide our final response within thirty calendar days of receiving your complaint. If we cannot do so, for example because the matter is complex or involves third parties, we will tell you why and when you can expect our response.
  • Our final response will explain the outcome of our investigation, the reasons for it, and any remedial action we will take.

3) If You Are Not Satisfied

If you are not satisfied with our final response, you may ask us to escalate your complaint for review by senior management. Please reply to our final response stating that you wish to escalate, and explain why you disagree with the outcome.

4) External Options

Luminary Digital Corp is registered with FINTRAC as a money services business and with the Bank of Canada as a payment service provider under the Retail Payment Activities Act. These authorities supervise our regulatory compliance but do not adjudicate individual customer disputes.

Depending on the nature of your complaint, the following external options may be available to you:

  • Complaints about personal information: you may file a complaint with the Office of the Privacy Commissioner of Canada, 30 Victoria Street, Gatineau, Quebec K1A 1H3, toll-free 1-800-282-1376, www.priv.gc.ca.
  • Consumer protection: you may contact the consumer protection authority in your province or territory.
  • Legal action: this Policy does not limit any rights you may have to pursue a complaint through the courts.

5) Records and Monitoring

We keep records of complaints we receive and how they were resolved, and we use this information to monitor the quality of our services and to prevent issues from recurring.

6) Contact

Luminary Digital Corp

Incorporation number BC1416289

422 Richards St., Suite 170, Vancouver, British Columbia, Canada, V6B 2Z4

Email: support@luminaryinc.com

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