Claims procedure

You can contact Regular at any time:

• via this form,
• or by email at contact@regular.eu.

An agent will respond within a maximum of 24 hours on weekdays (if you send your request on a weekend or public holiday, the response time may be longer).

In accordance with the European MiCA regulation, Regular has also implemented a formal procedure for handling any complaints. This procedure has been established to ensure compliance with applicable laws and regulations, in particular Article 71 of Regulation (EU) 2023/1114 of the European Parliament and of the Council of May 31, 2023 on markets in crypto-assets (" MiCA"), as well as Commission Delegated Regulation (EU) 2025/294 on regulatory technical standards regarding requirements, templates, and procedures for handling complaints.

In accordance with these regulations, we present here the procedure for filing and handling complaints.

Detailed procedure

Contact details

To make a complaint, you can contact us:

• preferably via this form,
• or by email at contact@regular.eu,
• or by post with acknowledgment of receipt to the company's registered office address:

Regular Customer Service - 41 rue de la Chaussée d'Antin 75009 Paris, France.

Content of a complaint

In order for Regular to process a complaint, the customer must provide the following information:

• First and last name

• Company name if it is a business account

• Postal address and country

• Contact email address

• Phone

• Subject (specify “Complaint” in the subject line)

• Description of the complaint: facts, date, additional circumstances, etc. You may write your request in the language of your choice, provided that it is an official language of the European Union.

Processing times

After receiving a complaint:

• if it is incomplete, the customer will receive a request for clarification within three business days, which must be provided within five business days,

• once complete, the Complaint will be processed as quickly as possible,

• for a standard complaint, the response time may not exceed one (1) month,

• in the event of a complex complaint requiring a prolonged investigation period (particularly when a significant amount of information needs to be gathered or a third party needs to be consulted, thereby extending the response time), Regular will inform the customer in writing of the delay before the standard one-month deadline expires. In any event, a response must be provided within a maximum period of two (2) months from the date of receipt of the Complaint. If it is impossible to meet the legal deadline of two (2) months, the Company will send a provisional response specifying the additional time required, the reasons for the delay, and the deadline by which a final response will be provided to the customer.

Disagreement and Mediation

If the customer remains dissatisfied with the proposed solution, or in the absence of a response to their request within the maximum period of two (2) months mentioned above, they have the option of referring the matter to a mediation service. In accordance with Title I of Book VI of the French Consumer Code, all consumers have the right to refer the matter to a consumer mediator free of charge.

The Autorité des marchés financiers (“AMF”) provides a mediator who is a competent public mediator within the meaning of Article L. 611-1, 7°, of the French Consumer Code, in the event of a dispute between a professional and a consumer, the latter being defined as a natural person acting for purposes that do not fall within the scope of their commercial, industrial, craft, liberal or agricultural activity.

The AMF Mediator may also be called upon in the event of a dispute falling within the AMF's jurisdiction between a professional and a client company acting not for professional purposes but in its capacity as a saver or investor.

Complaints may be submitted to the AMF Ombudsman electronically by completing the online form available on the AMF website (http://www.amf-france.org/) or by post to the following address: