Complaints Policy

BLACK ELK PAY COMPLAINTS POLICY Last updated: 23 July 2026 We take complaints seriously, whether you are a business using the Platform or a person who paid a business through it. This is how we handle them. 1. HOW TO COMPLAIN Email support@blackelk.co with the subject "Complaint". Tell us who you are, what happened, the payment or account involved, and the outcome you are looking for. Complaints are free to make. 2. WHAT WE DO We acknowledge your complaint within 2 business days. We investigate against our records (transactions, signed agreements, audit logs) and, where the complaint involves a business on the Platform, we require the business to respond. We aim to give you a full response within 10 business days; if it will take longer we will tell you why and keep you updated. Where a complaint is about a payment taken in error, our refund policy applies and refunds are processed promptly once verified. 3. IF YOU ARE NOT SATISFIED You can escalate outside the Platform at any time: Card payments: dispute the transaction with your card issuer (chargeback rights under the card scheme rules). Direct debits: dispute the debit with your own financial institution, in addition to the dispute rights in your Direct Debit Request Service Agreement. Privacy complaints: the Office of the Australian Information Commissioner, oaic.gov.au, 1300 363 992. Consumer issues with a business you paid: the fair trading or consumer affairs body in your state or territory, or the ACCC at accc.gov.au. 4. RECORD We keep a record of every complaint, its investigation and its outcome for at least 7 years, in line with our record keeping obligations.