Complaints & Disputes

1. Start here

Most problems are already answered in the Help Centre — a deposit that has not appeared, a withdrawal in review, an order that did not fill. Check there first; it will either solve it in a minute or tell you exactly what to send us.

If it is not covered, email support@lflabs.fund from the address on your account, or message @john_lflabs on Telegram from the Telegram account the complaint concerns. Using the account's own contact details is what lets us match the complaint to the account without asking you to prove who you are twice.

2. What to include

A complaint with these attached is investigated; one without them turns into three days of follow-up questions.

• Your Telegram username or user ID, and the email on the account if you have set one
• What happened, what you expected instead, and the date and time — with your time zone
• For a deposit or withdrawal: the coin, the network, the amount, the address, and the transaction hash
• For an order or trade: the market, the side, the order type, the price and size, and the order or trade ID
• Any error message, in full, and a screenshot of the screen you were on
• What you have already tried

3. Deposit and withdrawal disputes

Send the transaction hash first — it is the one identifier that settles most of these immediately, because the chain is a record neither of us controls. We will check whether the transaction confirmed, whether it reached the right address on the right network, and whether it was credited.

4. Trading and order disputes

We will review the order record, the state of the book at the time, and the fills. Send the order or trade ID and the time.

Executed trades are final. A fill at a price you did not expect is investigated as a possible fault, but a market order that filled through a thin book, or a limit order that never traded because the price did not reach it, is the market working as designed rather than an error. If a defect on our side caused the outcome, we will say so.

5. Account and security disputes

If you believe your account has been accessed by someone else, contact us immediately and say so in the first line — that gets the account looked at before anything else in the queue. Then secure the accounts you sign in with: your Telegram account and the email inbox on the account.

Disputes about a restriction, a suspension or a held withdrawal are reviewed by the team that applied it. In some circumstances — a legal request, a sanctions match — we are not permitted to explain the reason, and we will tell you that rather than go quiet.

6. What happens next

1. Acknowledgement — we confirm we have the complaint and tell you if anything is missing
2. Investigation — we review the account records, the on-chain record and the system logs for the period concerned
3. Outcome — we tell you what we found, what we are doing about it, and why
4. Record — the complaint and its outcome are logged so that repeated issues are visible as a pattern rather than as isolated tickets

Complex cases — anything involving a chain investigation, a third party, or a legal question — take longer. We would rather tell you a case is still open than close it to hit a number.

7. Escalation

If you are not satisfied with the outcome, reply to the same thread and ask for it to be escalated, saying specifically what you disagree with and what you want. An escalation is reviewed by someone who was not involved in the original decision.

If it remains unresolved, the terms of use set out the dispute resolution route. Nothing in this process limits any right you have to complain to a competent authority in your jurisdiction or to seek independent legal advice.