This Policy explains how Hazelbit SRL provides customer support and manages complaints. It ensures that all inquiries are handled fairly, transparently, and within reasonable timeframes, in line with EU consumer protection standards.
This Policy applies to all:
NFT holders, token buyers, certificate sponsors
CSR/ESG buyers and B2B partners
Support requests, complaints, and disputes
Customers can reach Hazelbit via:
Hazelbit SRL, Str. Fântânilor 43, Bl. B14, Ap. B39, Iași, Romania
Note: Hazelbit does not provide phone support unless agreed with corporate clients.
Hazelbit aims to respond within the following timeframes:
Within 48 hours (business days)
Within 24 hours (password reset, profile updates)
Acknowledgement within 48h, resolution within 7 business days
Resolution within 30 days (regulatory, AML/KYC, force-majeure)
Extended Processing: If more time is required, Hazelbit will notify the customer and provide an estimated timeline.
A "complaint" is any formal expression of dissatisfaction relating to:
Quality or delivery of Hazelbit Services
Handling of tokens, NFTs, or certificates
ESG reporting accuracy
Customer treatment by Hazelbit staff
Complaint must be sent to info@hazelbit.ro, with supporting evidence (TxIDs, order numbers, documents)
Hazelbit confirms receipt within 48 hours
Complaint is reviewed by Support & Compliance teams
Written reply provided within 7 business days (or up to 30 days if complex)
If unresolved, the case may be escalated to Hazelbit's Compliance Officer
If the complaint remains unresolved:
Consumers in the EU may use the European Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr/National consumer protection authorities may also be contacted.
• Hazelbit keeps complaint records for 5 years.
• Records include: date, nature of complaint, actions taken, and resolution.
✅ All customers will be treated with respect and fairness.
✅ Complaints will be investigated objectively.
✅ No customer will face retaliation for submitting a complaint.
Hazelbit SRL – Customer Support
Str. Fântânilor 43, Bl. B14, Ap. B39, Iași, Romania
Email:info@hazelbit.ro