Two different complaints
Almost every complaint about money is a complaint about a programme, not about the platform — and the two go to different places. Sending it to the wrong one costs you time.
| If your complaint is about… | It goes to | Because |
|---|---|---|
| a figure, a payout, a package, a price or a rank | The operator of that programme, through the dispute route in your portal. | The operator sets the plan and owes the money. XEX computed it from the operator's own configuration and never held it. |
| marketing, an income claim, or something a member said to recruit you | The operator first, then XEX. | The operator is answerable for its members' claims, and XEX can enforce against the operator. |
| being refused access by country | XEX. | That decision is the platform's. |
| your personal data | The operator if you are a member of a programme; XEX if you are an operator or a visitor. | Whoever is the controller decides — see the privacy policy. |
| billing, or a decision XEX made about your workspace | XEX. | That is a matter between XEX and the operator. |
XEX is software. Programmes listed here are operated by independent companies that set their own compensation plans, prices and terms. XEX does not operate a programme, does not endorse any programme, is not a party to any agreement between a programme and its members, and never holds member funds or private keys.
Disagreeing with a figure in a programme
The portal has a dispute route, and it is a real record rather than a support mailbox. Opening one requires a reason, and every transition is recorded against the workspace.
- 01
open— you raised it, with your reason. You may hold one open dispute of a given kind at a time, so that a second one does not quietly replace the first. - 02
investigating— the operator has picked it up. - 03
resolvedorrejected— the operator closed it, with its reasons. A closed dispute cannot be silently reopened or re-decided; a new matter is a new dispute.
Because the ledger is append-only, a resolution in your favour appears as a new entry — an adjustment or a reversal, with the rule that produced it — rather than as a number that quietly changes. You can therefore see what was done, not only that something was.
Escalating a programme complaint to XEX
If the operator does not deal with your dispute, or you believe the programme is breaking the rules it agreed to, write to [[ To be supplied — compliance contact address ]] with the programme name, what happened, and the dispute reference if you have one.
What XEX can do
- Require the operator to withdraw or correct marketing material, including a member's.
- Require the operator to publish or correct an income disclosure.
- Remove the programme's public listing.
- Restrict a capability, suspend the workspace, or terminate the agreement.
- Record the complaint against the workspace, so a pattern is visible rather than forgotten.
What XEX cannot do
- Change an operator's compensation plan, or decide what its rules should have paid.
- Pay you. XEX never held the money — the operator did, on its own accounts.
- Refund a package. That is the operator's contract with you, on the operator's refund terms.
- Act as your representative, adviser or advocate against an operator.
Saying this plainly is not a disclaimer exercise. An escalation route that implies XEX can make you whole would be the most misleading sentence on this website.
Complaining about the platform
An operator complaining about billing, availability, a support failure, or a decision XEX made about its workspace should write to [[ To be supplied — operator support address ]] with the workspace name and what happened. A complaint about a decision — a restriction, a suspension, a listing removal — should say why you believe the decision was wrong, and it will be reviewed by someone other than the person who made it.
A visitor complaining about this website, including about a refusal by country, should write to [[ To be supplied — compliance contact address ]]; the review route for a country refusal is described in Prohibited Jurisdictions and Sanctions Policy.
The statement of reasons
Where XEX restricts, suspends or terminates a workspace or a listing, it will give a statement of reasons that says what happened, which provision it relied on, what facts it relied on, whether the decision followed a report or an automated detection, and how to challenge it.
The same obligation flows down: an operator that restricts, suspends or terminates a member must give that member a statement of reasons and a route to challenge it. That is covenant 13 of the Programme Marketing and Claims Policy, and it is part of the Platform Terms.
A statement of reasons may be withheld or limited only where giving it would breach a legal obligation, prejudice the detection of fraud, or endanger someone.
What to expect, and when
| Stage | Target | What you get |
|---|---|---|
| acknowledgement | [[ To be supplied — acknowledgement target ]] | Confirmation that the complaint was received, and a reference. |
| substantive reply | [[ To be supplied — substantive reply target ]] | A decision, or an explanation of what is still being established and when you will hear again. |
| review of a decision | [[ To be supplied — review target ]] | A review by someone other than the original decision-maker, with reasons. |
These targets are blank rather than filled with plausible numbers. There is no support system, no ticket queue and no rota behind this document yet, and a target nothing measures is a promise that will be broken in public.
Response targets, any complaints-handling standard that applies, and whether an alternative dispute-resolution body or an online dispute-resolution route must be offered depend on the entity, the markets served and whether members are consumers in them.
Going outside
Nothing in this document limits a right you have to go elsewhere. In particular you may complain to a data-protection supervisory authority about your personal data, to a consumer-protection or direct-selling regulator about a programme, and you keep whatever rights the law where you live gives you, whether or not you have used the routes above.
The lead supervisory authority for XEX, and any alternative dispute-resolution body it is subject to, are [[ To be supplied — supervisory authority and ADR body ]].
Records
Complaints, the decisions taken on them and the reasons given are recorded. Where the complaint concerns a workspace, the record sits against that workspace, and the operator actions taken in response are written to an append-only audit log that cannot be edited afterwards — including by XEX. Retention is described in Privacy Policy.