Terrorist financing is to financially support terrorism by direct contributions or by gathering, receiving, or transfer money and other assets that serve the purpose of financing terrorism.

Money laundering is to take actions with the purpose of hiding the link between a crime and money, or other assets.

If you suspect that your account has been hacked or notice an unrecognised transaction on your account, please contact our customer support through the chat in the app. We will lock your account from making further transaction while investigating the issue.

If you’ve received a suspicious SMS or email, that seems to have been sent from QB, please let our Customer Support know.

We strongly advise customers that use eID to sign in, to change their password in their eID app if they suspect that they have been hacked.

If you use email and password, please change your password and make sure that your password is strong.

If your phone has been stolen or lost, we recommend you to following any guidelines on how to protect yourself, provided by your phone manufacturer (i.e. Apple, Google, Samsung).

Your QB app is protected by your login method, eID or email and password, as well as by FaceID, TouchID or passcode. Thus your account with us is safe.

Simply download the QB app on your new smartphone, sign in and setup FaceID, TouchID or passcode again.

If you suspect that your QB account has been altered with or notice any unrecognised transactions, contact our customer support through the chat in the app.

If Valuno has made the decision to close your account, you will not be able to use our services anymore. This also means that you will not be able to open a new account. However, if you asked for your account to be closed you can set up a new one.

Valuno requires you to provide your phone number, email, and address in order to complete transactions. We also require information on how you intend to use the service, how much money you intend to save or transact in a given space of time and provide identification.

This is partly because Valuno has a responsibility to the governing financial institutions for each market, but also so that we can contact you when you need support, detect divergent behavior, keep your money safe, and track criminal activity.

Our Valuno Privacy Policy explains in detail how we process and protect your personal data.

You can read the Privacy Policy here.

As a financial service, Quickbit is obligated under anti-money laundering and counter-terrorism financing regulations to retain information about you and your transactions for a period of 5 years.

We will not hold any of your personal data for more than 5 years after we stop providing the Valuno services to you.

Complaints

We are committed to addressing and resolving any issues or concerns you may have with our services. Below you will find important information regarding the conditions and process for submitting a complaint.

We take all complaints seriously and will ensure they are handled promptly and fairly.

Complaints to Valuno

To ensure your complaint is admissible it must meet the following conditions:

• The complaint must be filed by an individual or entity directly affected by the issue.
• It should contain all necessary information for us to fully understand and assess the issue.
• The complaint must be filed within a reasonable time frame after the issue occurs
• Complaints may be filed in English or Swedish.

To process your complaint effectively, please include the following details:

• Your name and contact information
• A description of the issue you are complaining about
• The date and time the issue occurred
• Any supporting documents or evidence related to the complaint

How and where to file a complaint:

You may file your complaint using the Complaints filing template. While the use of this template is optional, it is recommended for clarity and completeness.

Complaints can be filed in accordance with below:

• Digitally: Customer Support team at Support@i02.cbb.myftpupload.com
• In paper form: Sveavägen 31, 111 34 Stockholm. ATT Valuno

Our team is responsible for reviewing and resolving complaints in a timely and professional manner.

Please note that submitting and handling complaints is completely free of charge. There are no fees for this service.

Complaints are handled in accordance with MiCA & PSD II guidelines and the regulations established by the Financial Supervisory Authority.

Should you remain unsatisfied with our response, you can follow the steps outlined below.

Local Consumer Authority

As a consumer you also have the right to file a complaint with your local consumer authority should you wish to have your case assessed by an independent third party. An assessment by these authorities is given free of charge to consumers. You can find the contact details below:

• Sweden: The National Board for Consumer Disputes (Sw. Allmänna reklamationsnämnden (“ARN”)). You may reach ARN through their website, www.arn.se, or by sending a letter to the following address: ARN, Box 174, 101 23 Stockholm.
• Finland: The Consumer Disputes Board (Fi. Kuluttajariitalautakunta). You may reach them through their website, https://www.kuluttajariita.fi, or by sending a letter to the following address: Consumer Disputes Board, Unioninkatu 16, Box 306, 00531 HELSINKI. Before doing so, you must contact the Consumer Advisory Services in Finland.
• Norway: The Norwegian Consumer Authority (No. Forbrukertilsynet). You may reach them through their website, https://www.forbrukertilsynet.no/english, or by senting a letter to the following address: Forbrukertilsynet PO Box 2862 Kjørbekk 3702 Skien NORWAY.
• Poland: The Polish Consumer Authority (Po. Urząd Ochrony Konkurencji i Konsumentów). You may rech them through their website, https://uokik.gov.pl, or by sending a letter to the following address: pl. Powstańców Warszawy 1, 00-950 WARSZAWA.
• Lithuania: The Lithuanian Consumer Authority (Li. Valstybinė vartotojų teisių apsaugos tarnyba). You may reach them through their website, https://vvtat.lrv.lt/lt/, or by sending a letter to the following address: Vilniaus str. 25 Vilnius LT-01402, LITHUANIA.
• European Commission It is also possible for you to get in contact with the European Commission. They provide an online platform designed to settle disputes arising from cross border e-commerce transactions outside of traditional courts. It is possible to submit your case in any of the official languages of the European Union. You can find the contact details below: You can access their platform here.