Complaint Policy

We work to make MPChat better, and we want to hear from you. We know we will not always meet your expectations. If you are dissatisfied with any aspect of our services, please tell us.

This policy explains how to make a complaint, how we handle it, how long it takes, and what to do if you are not satisfied with the outcome.

Terms used here have the meaning given to them in the MPChat User Agreement.

1. How to Make a Complaint

You can make a complaint through either of the following channels:

In-app support chat in MPChat — the fastest route, and the one we recommend, because it allows us to identify your account and see the relevant records immediately.

Email to [email protected].

To help us resolve your complaint quickly, please include:

what happened, and when;

the service concerned — MPChat Chat, a Bot or Mini App, MPChat Pay, MPChat Web3, or the MPChat Card;

any transaction reference, amount, date and counterparty;

any supporting material, such as a screenshot, a receipt, or correspondence with a merchant; and

what outcome you are looking for.

You may complain in English or in Simplified Chinese.

2. Where Your Complaint Goes

MPChat is operated by two companies, and different complaints are handled by different teams.

MPChat Chat, Bots and Mini Apps, and MPChat Web3 — handled by the team responsible for the services provided by MP Network Inc.

MPChat Pay and the MPChat Card, including balances, transfers, gifts and red packets, card transactions, fees, conversion rates, holds and account restrictions — handled by the team responsible for the services provided by MP PAYMENT INC.

You do not need to work out which team should receive your complaint. Send it through either channel above and we will route it internally.

2.1 Complaints about a Bot or Mini App

Bots and Mini Apps are operated by independent third parties. If your complaint is about the goods, services, content or conduct of a Service Provider, it must be resolved with that Service Provider directly, and we cannot decide it for you.

What we will do is:

tell you how to contact the Service Provider, where that information is available to us;

pass your report to the Service Provider where we are able to; and

assess the Bot or Mini App against our own requirements, and remove, suspend or restrict it where those requirements have been breached.

We will tell you which of these we have done.

2.2 Complaints about a card transaction or a merchant

If your complaint is that goods or services you paid for with an MPChat Card were not delivered or were not as described, you must raise it with the merchant first. If that does not resolve matters, we may be able to file a chargeback on your behalf.

A chargeback must be requested within sixty (60) days of the date the transaction settled. A non-refundable fee of thirty-five United States dollars (US$35) applies to each chargeback request, it cannot be cancelled once submitted, and we cannot guarantee that it will succeed. The MPChat Card Terms and Conditions set out the full position.

2.3 Matters that are not complaints

Some things are outside the scope of this policy and are dealt with elsewhere:

Reports of illegal or harmful content or conduct by another user should be submitted through the in-app reporting function.

Reports of suspected fraud, malpractice, misconduct or irregularity within MPChat itself are dealt with under our Whistleblowing Policy, which offers confidentiality and protection from retaliation.

Requests to access, correct or delete your personal information are handled under the Personal Information Collection Statement.

If you send one of these to us as a complaint, we will redirect it to the right process and tell you that we have done so.

3. How We Handle Your Complaint

Acknowledgement. We acknowledge every complaint on receipt.

First response. A member of the team responsible for resolving your complaint will contact you within three (3) business days of receipt. That person will investigate the matter and may ask you for further information.

Investigation. We review the relevant records, including transaction and system records, and we may consult a card issuer, a card network, an acquirer, a merchant, a Service Provider or another third party. Where we need information from you, please provide it promptly. If we do not receive it, we may have to decide the matter on the information available to us.

Keeping you informed. We will keep you updated on progress, and we will tell you if we expect a delay.

A "business day" means a day that is not a weekend or a public holiday in the place where the relevant team is located.

4. How Long It Takes

We aim to resolve your complaint within fourteen (14) calendar days of receipt.

Where that is not achievable, for example because the matter is complex or because we must wait for a third party such as a card network or a merchant, we aim to resolve it within forty-five (45) calendar days.

If we cannot respond within forty-five (45) calendar days, we will tell you why, tell you when you can expect a resolution, and tell you what rights are available to you.

Some timeframes are set by others and are outside our control. A chargeback, for instance, follows the card network's timetable, which is usually longer than the periods above. Where that applies, we will tell you and keep you updated.

5. Telling You the Outcome

We will communicate the outcome of your complaint through your preferred method of contact, normally the in-app support chat or email.

Where our decision is not in your favour, we will give you a written explanation of the decision and information about the rights available to you.

6. If You Are Not Satisfied

If you are not satisfied with the outcome, you may ask us to review it. Reply through the same channel, say that you want a review, and tell us why you believe the decision is wrong. A review is carried out by someone who was not responsible for the original decision.

Nothing in this policy limits any right you have to pursue a claim through a court or another body with jurisdiction over the matter. Clause 22 of the MPChat User Agreement sets out the governing law and the forum for disputes, and asks you to raise your complaint with us first so that we have a fair opportunity to resolve it.

7. Records and Improvement

We keep records of complaints and of how they were resolved, for the period required by applicable law. We review them to identify recurring problems and to improve our services, our controls and our documentation.

8. Contact

Email: [email protected]

In-app: the support chat in MPChat

MP Network Inc — 8 The Green, Suite B, Dover, Delaware 19901, United States of America

MP PAYMENT INC — 1500 N Grant St Ste R, Denver, Colorado 80203, United States of America

Complaint Policy · Version 2.0.0 · Effective August 5, 2026