What is a dispute?

Customer may raise a dispute if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every dispute very seriously and will resolve most disputes within three business days.

When raising a dispute, please outline the following information:

1. The date of the transaction
2. The nature of your dispute
3. The impact on your business
4. Your contact details
5. Any additional information
   
   

How do I raise a dispute?

There are two ways you can raise a dispute :

Email: [email protected]

Send details of your dispute to:
Vaults Cardi Information Technology L.L.C
OFF3-074, Arab Bank BLDG
Port Saeed, Dubai , United Arab Emirates

Every dispute is dealt with by Vault’s Customer Operations Team.

What happens when a dispute is raised ?

A member of the Customer Operations Team will confirm receipt of your dispute via email within 24 hours of receiving it and will aim to resolve the dispute within three business days.

On occasion, a dispute may need to be escalated and so the Customer Operations Team may extend the timeline to resolve the dispute by the end of 15 business days following receipt of the dispute.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the dispute, we have up to a maximum 35 business days from the date of receipt to issue a final response.

If a dispute needs to escalated or falls under exceptional circumstances, you will be notified by the Customer Operations Team.

What if I am unhappy with the resolution?

If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.