Complaints Policy

At Velocity Prop, we are committed to delivering a high standard of service to all of our users. We recognize that, from time to time, issues may arise. When that happens, we want to hear about it and have the opportunity to put things right as quickly as possible. This Complaints Policy outlines how you can raise a complaint, how we will handle it, and what you can expect from us.

1. Who Can Make a Complaint

Any individual or entity who has interacted with Velocity Prop, including but not limited to:

• Registered platform users (funded or evaluation phase)
• Prospective clients
• Business partners
• General website visitors

2. What Constitutes a Complaint

We define a complaint as: "Any expression of dissatisfaction, whether oral or written, and whether justified or not, regarding a service, decision, or outcome provided by Velocity Prop."

This may include, but is not limited to:

• Disputes over evaluation outcomes or challenge results
• Platform performance or technical issues
• Account suspensions or terminations
• Disagreement with billing or fees
• Concerns over communication or customer service

3. How to Submit a Complaint (Preferred Method)

Please submit your complaint via email to: support@velocityprop.com

Please include the following essential information:

• Your full name
• Email address used for registration
• Account ID (if applicable)
• Detailed description of the issue
• Any supporting documentation or screenshots

4. Complaint Handling Process

Once we receive your complaint:

5. Record-Keeping and Confidentiality

All complaints are treated with strict confidentiality and stored securely. Records are maintained for a minimum of five (5) years.

6. External Review or Mediation

Velocity Prop is not a regulated financial institution. If you remain unsatisfied with our final response, you may seek independent advice or escalate the matter via any applicable dispute resolution mechanism outlined in our Terms of Service.

7. Our Commitment to You

We aim to:

• Handle all complaints fairly and transparently.
• Respond promptly and professionally.
• Learn from complaints to continuously improve our services.

Acceptance of this Policy

It is the client's responsibility to review and understand this Refund, Dispute, and Complaints Policy thoroughly. By placing an order for any of our services, you indicate that you have read, understood, and fully accepted these terms. If you do not agree with or fully accept the terms of this policy, we ask that you do not place an order with Velocity Prop.