Complaints and Dispute Resolution
Last updated: June 2026
How to complain
If you are unhappy with any of our services, you can submit a complaint. Baysart MMC (the "provider") receives and reviews complaints free of charge.
Submit your complaint through this channel: [email protected]. To help us handle your complaint quickly, please include the information below.
- Your name and information identifying your account (registered email or phone number).
- The nature of the complaint and a clear description of what happened.
- If applicable, the date, amount, network, and transaction identifier (hash) of the transaction concerned.
- What you believe went wrong and the outcome you expect.
- Any supporting documents or screenshots, if available.
Our response time
The provider responds to your complaint within 7 (seven) working days of receiving it.
If it is objectively not possible to respond within that period, the provider will, before that deadline passes, explain the reasons for the additional time and tell you the new timeframe within which the matter will be concluded.
Working days are counted excluding official non-working days and public holidays in the Republic of Azerbaijan.
Unauthorized or incorrectly executed transactions
If you notice a transaction you did not authorize, or one that you believe was not executed correctly, report it to the provider immediately through [email protected]. Prompt notification helps the investigation.
You must report an unauthorized or incorrectly executed transaction no later than 6 (six) months from the date of that transaction.
After you report, the provider investigates the matter. If it is established that the transaction was indeed unauthorized or incorrectly executed, the provider will meet its obligations to refund the amount or correct the transaction in accordance with the applicable rules.
Because blockchain transactions are irreversible, the provider cannot reverse confirmed network transfers sent to another wallet; such cases differ from the unauthorized or incorrect-execution criteria above.
Escalating a dispute
If you are not satisfied with the provider's response, or you do not receive a response within the stated timeframe, you may escalate the dispute out of court to the competent regulator. Under the forthcoming legislation, the competent regulator is the Central Bank of the Republic of Azerbaijan.
Contact information for the regulator: Central Bank of the Republic of Azerbaijan (cbar.az).
Filing a complaint with the provider, or escalating the dispute to the regulator, does not limit your right to go to court. You keep the right to have your matter resolved through the courts at any stage.
What to expect
The handling of your complaint normally goes through the following stages.
- Acknowledgment: we confirm that your complaint has been received.
- Investigation: we review the information you provided and the relevant transaction records, and ask you for more information where needed.
- Outcome: within 7 working days (or within any extended timeframe notified to you in advance), we give you our decision and its reasons in writing.
- Records: the complaint and related correspondence are retained in accordance with applicable law.