COMPLAINTS PROCEDURE

Smart Scalping Life (scalping.life) Last updated: 1 May 2026 Effective from: 1 May 2026

Preamble

This document sets out the procedure for the submission and review of complaints made by Users of the Smart Scalping Life platform (the "Platform"). It forms an integral part of the Terms of Use.

The internal resolution procedure is a mandatory step before escalation to arbitration or before public statements. It allows both sides to resolve matters quickly and without significant cost.

1. Categories of complaint

This procedure applies to complaints in respect of:

(a) decisions to disqualify, ban or suspend a Challenge or a Pool participant; (b) refusal or withholding of a Payout (see Payouts Policy §4); (c) technical failures giving rise to adverse consequences (incorrect closure of a position, incorrect drawdown calculation, simulation errors); (d) refusal of a refund in disputed cases; (e) disagreement with moderation decisions in the public sections of the Platform; (f) the Processing of personal data (GDPR requests — see also the Privacy Policy §9); (g) the conduct of Operator's staff or of moderators; (h) the quality of the services provided; (i) disputed acts of other Users; (j) other matters in respect of which the User considers his or her rights or legitimate interests to have been infringed.

2. Principles of complaint review

The Operator shall review complaints in accordance with the following principles:

(a) Good faith — decisions are taken on the basis of the facts and without bias; (b) Transparency — the User is informed of the status of the matter and of the substantive reasons for the decision, to the extent that this is possible without prejudicing the integrity of the monitoring systems; (c) Proportionality — decisions are commensurate with the seriousness and nature of the matter; (d) Confidentiality — complaints are not disclosed to third parties without the consent of the complainant (save where law requires disclosure); (e) Time — the Operator endeavours to resolve complaints within reasonable shortest periods; (f) Documentation — all complaints and decisions are recorded and retained for not less than 5 years.

3. Submission of a complaint

3.1. Step 1 — Tier 1: initial enquiry to support

Before submitting a formal complaint, we recommend that you contact support to clarify the situation:

• Email: support@scalping.life;
• Telegram: @artio_ssl;
• User dashboard: the "Support" section.

In most cases the matter is resolved at this stage within 48 hours. This does not constitute a formal complaint.

3.2. Step 2 — Tier 2: formal complaint

If the response from support does not satisfy you, or if the matter is not resolved within a reasonable period (5 business days), submit a formal complaint.

How to submit:

• Email: legal@scalping.life
• Subject line: Formal Complaint — [brief description of the matter]

Content of the complaint:

In the complaint, please specify:

(a) the email address and Account identifier (e.g. Pro / Titan ID); (b) the date and the circumstances giving rise to the matter; (c) the category of complaint (see Section 1); (d) a detailed description of the situation (factual circumstances, sequence of events); (e) supporting evidence — screenshots, logs, correspondence with support, transaction hashes, etc.; (f) the resolution sought — what you consider to be a fair outcome (refund, reinstatement of the Account, payment of a Payout, other); (g) confirmation that Tier 1 has been completed — briefly indicate the steps you have taken with support and the response received.

3.3. Step 3 — Tier 3: escalation in case of disagreement

If the Tier 2 decision does not satisfy you, you may:

(a) request a review by emailing legal@scalping.life with the subject Complaint Escalation — [topic] and a reference to the original case; (b) lodge a complaint with the supervisory authority (for GDPR matters — the data-protection supervisory authority of your country of residence; see the Privacy Policy §9.8); (c) commence arbitration in accordance with Terms of Use §18 (LCIA arbitration, London).

4. Review periods

4.1. Goodwill compensation for missed standard time

Where the review of a formal complaint (Tier 2) takes more than 20 calendar days for reasons not attributable to the complainant and not falling within the extension for objectively complex cases, the Operator credits the complainant with goodwill compensation in the amount of 50 USDT, irrespective of the merits outcome.

The goodwill compensation does not apply to delays caused by:

• documents or information that have been requested from, but not provided by, the complainant;
• force-majeure events;
• waiting for actions of third parties (banks, exchanges, KYC providers).

5. Content of the Operator's response

A written response to a formal complaint contains:

(a) confirmation of the facts and documents reviewed; (b) the Operator's position on each material point of the complaint; (c) a reference to the applicable provisions of the Platform's documents (Terms of Use, Challenge Agreement, Prohibited Practices, etc.); (d) the basis for the decision taken; (e) the measures that the Operator is willing or unwilling to take (refund, reinstatement, correction of an error, refusal to grant the request); (f) the timing for the implementation of any measures agreed; (g) information about the right of escalation and recourse to external bodies.

6. Limits on disclosure

The Operator is entitled not to disclose in its response to the complaint:

(a) the specific algorithms, thresholds and parameters of the automated compliance and monitoring systems — in order to protect the integrity of the Platform and to prevent circumvention by bad-faith participants; (b) internal formulas for calculating risk metrics, save where their disclosure is necessary to substantiate a particular decision; (c) the personal data of other Users (including participants in any suspected collusion) — in accordance with GDPR; (d) the Operator's commercial secrets; (e) internal correspondence and notes of administrators; (f) information protected by law (banking, tax secrecy, information subject to a court non-disclosure order).

The Operator is nevertheless required to provide a sufficient level of information for the User to understand the basis of the decision taken and to assess its reasonableness.

7. Good-faith participation in the procedure

7.1. Expectations of the User

The User is expected to:

(a) present the facts in good faith; (b) be willing to engage in dialogue and compromise; (c) provide the documents and information requested; (d) refrain from public statements until the internal procedure has been completed (see Prop Challenge Agreement §9.3); (e) refrain from initiating a chargeback in circumvention of this procedure (see Refund Policy §7); (f) maintain a respectful tone of communication.

7.2. Expectations of the Operator

The User is entitled to expect from the Operator:

(a) careful review of each complaint; (b) a response within the prescribed time; (c) a reasoned decision; (d) confidentiality; (e) protection from retaliation — submission of a complaint may not constitute grounds for additional sanctions.

7.3. Bad-faith complaints

A complaint may be rejected without review on the merits where there are indicia of:

(a) repeat complaints in respect of matters already resolved, without new circumstances; (b) complaints containing threats, abuse, or ultimatums; (c) complaints containing demands not founded on any contractual or legal right; (d) complaints containing knowingly false statements; (e) complaints submitted after a chargeback has been initiated in circumvention of the internal procedure.

8. External bodies and arbitration

8.1. Data-protection supervisory authorities

If the complaint concerns the Processing of personal data and you are not satisfied with the Operator's response, you may approach:

• the data-protection supervisory authority of your country of residence (for GDPR — see https://edpb.europa.eu/about-edpb/about-edpb/members_en);
• the supervisory authority of the Operator's country — once a legal entity is registered.

8.2. Consumer protection

If you qualify as a consumer under your jurisdiction's law:

(a) mandatory rules of your country apply; (b) you may approach a consumer-protection body; (c) for EU users, the ODR (Online Dispute Resolution) platform is available: https://ec.europa.eu/consumers/odr.

8.3. LCIA arbitration

Pursuant to Terms of Use §18.2, any disputes not resolved through this procedure shall be finally settled by arbitration under the LCIA Rules:

• seat of the arbitration: London, United Kingdom;
• language: English;
• number of arbitrators: one (1);
• the arbitral award is final and binding on the parties.

8.4. Recourse to arbitration — final step

Before commencing arbitration, both parties undertake to attempt in good faith to resolve the matter through this procedure. This does not deprive you of the right to arbitration but allows the avoidance of significant costs.

9. Cost of the procedure

9.1. Submitting a complaint under this procedure is free of charge.

9.2. Costs of engaging a lawyer, an interpreter or an expert at the User's initiative are at the User's expense.

9.3. The costs of the arbitral process (LCIA fees) are allocated under the LCIA Rules and the arbitrator's award.

10. Documentation and storage

10.1. All complaints and related correspondence are retained for not less than 5 years from the closure of the case.

10.2. Storage is in accordance with the Privacy Policy §7.

10.3. The complainant may request a copy of his or her case at any time at legal@scalping.life.

11. Whistleblower / reporting of breaches

If you have witnessed breaches on the Platform (fraud, manipulation, data leak, other unlawful conduct):

(a) report at `legal@scalping.life` with the subject Whistleblower Report; (b) reports may be anonymous (at your option); (c) the Operator guarantees no retaliation against bona fide whistleblowers, in accordance with the principles of EU Whistleblower Directive 2019/1937; (d) bona fide whistleblowers are protected against any adverse consequence — suspension, disqualification, withholding of a Payout, loss of access to products — for the act of reporting; (e) where reports are investigated, an external Compliance Officer and/or an independent third party may be engaged.

12. Amendments to this procedure

12.1. This procedure may be updated in connection with changes in the Operator's structure, in legislation, or in best practice.

12.2. Material changes are published with notice and take effect after fourteen (14) days.

12.3. Complaints submitted before an amendment takes effect are reviewed under the version of the procedure in force at the time of submission.

13. Contact

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