How to raise a concern
Send service complaints to team@tvklabs.com and formal legal/privacy requests to legal@tvk.group. Include your account email, affected session or invoice reference, what happened, dates and the outcome you seek. Do not include credentials or private wallet material.
For an active trading incident, inspect the exchange immediately as well as requesting a platform stop. A support message cannot guarantee that a position is closed. For suspected account compromise use the exchange’s own key-revocation and security controls.
Review and escalation
The operator reviews ownership, relevant records and the requested remedy, and can ask for proportionate identity verification or non-secret evidence. Service complaints target acknowledgement within five working days; this is an operating target, not evidence of a staffed response SLA. Unresolved issues can be escalated to legal@tvk.group.
Statutory deadlines for privacy, cancellation, service remedies and other rights apply independently. A complaint does not waive access to courts or competent authorities. We claim no verified Financial Ombudsman Service membership, FCA permission or compensation-scheme eligibility.
UK data-protection concerns can be raised with the Information Commissioner. EEA individuals can contact the competent supervisory authority where relevant. Other mandatory local routes apply where in scope. Keep copies of your communications and payment evidence.
Contacts and reference information
Third-party software notices · Project MIT licence · Service support · Legal & privacy · Corporate identity · UK privacy rights · UK distance selling information