Document details
- Company: Paxtra Inc., Calgary, Alberta, Canada
- Version 1.0
- Effective 11 October 2026
- Contact: support@usepaxtra.com
1. About this procedure
1.1 We want to hear it if something has gone wrong with Paxtra’s service. This procedure explains how to complain to Paxtra Inc., what happens next, and where else you can go.
1.2 It covers complaints about the Platform, our service, our staff, fees and how we have handled your account, a transaction or a dispute. It is separate from the dispute process between a buyer and a seller, which is in the Dispute Resolution Policy. If you disagree with the outcome of a dispute, the Dispute Resolution Policy explains reconsideration.
1.3 If Paxtra introduces account reliability or Trust Score features in the future, you will be able to use this procedure to complain about an inaccurate score or an unfair restriction, in addition to the review route described in section 22.0 of the Dispute Resolution Policy.
2. How to complain
2.1 General complaints. Email support@usepaxtra.com. The Paxtra support team handles complaints first.
2.2 Privacy complaints. Email privacy@usepaxtra.com. Privacy complaints are handled through our designated Privacy Officer, Louis Bessam, CEO.
2.3 Please tell us your name, the email address on your account, what happened, any transaction reference, and what you would like us to do. Attach any evidence that helps.
3. What happens next
| Step | What we do |
|---|---|
| 1. Acknowledge | We confirm we have received your complaint within two business days. |
| 2. Investigate | We look into it and may ask you or others for information. |
| 3. Respond | We aim to give you a substantive response within 15 business days. If we need more time, we tell you why and when you can expect an answer. |
| 4. Escalate | If the complaint is unresolved or serious, or if you ask us to, it can be escalated to Louis Bessam, CEO. |
| 5. Close | We tell you the outcome and the reasons, and what you can do if you are not satisfied. |
4. If you are still not satisfied
You may contact an outside body that has authority over your type of complaint. They do not all deal with every matter.
| Type of complaint | Where to go |
|---|---|
| How we handled your personal information | The Office of the Privacy Commissioner of Canada, or the Office of the Information and Privacy Commissioner of Alberta, depending on the circumstances |
| Consumer protection, such as unfair practices or advertising | Your provincial consumer protection authority. In Alberta, this is Alberta’s consumer protection authority |
| Stripe’s payment, payout or identity verification services | Stripe, under its own complaints process |
| A dispute with the other party to your transaction | The Dispute Resolution Policy first. You may also have legal rights, including in small claims court |
If you use our website from outside the places where we offer live payment services, you keep the privacy rights the law gives you, and you may contact the privacy authority where you live.
5. Records and fairness
5.1 We keep routine complaint and support records for 24 months after the complaint is closed, unless the law, a regulator or legal proceedings require us to keep them longer. See the Privacy Policy.
5.2 Making a complaint will not count against you or affect how we treat your account.
5.3 We use what we learn from complaints to improve the Platform.
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