If B28 has let you down, we want to hear it. You reach a real person, not a ticket maze. This page explains how to raise a complaint, what we are obliged to do about it, where you can go if we cannot resolve it, and the honest limits of what a complaint can fix.
How to raise a complaint
Email hello@joinb28.app and tell us what happened. Plain language is fine, in any language you are comfortable writing. If your complaint is about a possible security problem, write to security@joinb28.app instead, so it reaches the right people quickly. You can also write to us by post at our registered address: B28 OÜ, [registered street address in Tallinn, Estonia to be confirmed before go-live].
What to include
The more we know, the faster we can help. Where you can, include:
- What you were trying to do, and what went wrong.
- When it happened (date and rough time).
- The app version and your device type, if it is about the app.
- Any error message you saw, ideally a screenshot.
- For anything involving a transaction, the network and the transaction reference, never your recovery phrase or private keys.
- What you would like us to do to put it right.
We will never ask for your recovery phrase or private keys. Anyone who does is trying to scam you. Because B28 is non-custodial, we cannot see or recover them, and we will never need them to help you.
What we are obliged to do
We will acknowledge your complaint promptly. As required by the Estonian Consumer Protection Act (Tarbijakaitseseadus), where you are a consumer we will give you a written response within 15 days of receiving your complaint. This is a duty, not an aspiration. If, for reasons outside our control, we cannot resolve the matter within that period, we will tell you so in writing within those 15 days, explain why, and give you a new reasonable deadline by which you will have our answer. If we reject your complaint in whole or in part, we will give you the reasons.
We will give you a real answer, not a canned one. If something needs investigating, we will tell you that and keep you updated rather than going quiet. If we got it wrong, we will say so and fix what we can.
Your rights as a consumer
Raising a complaint with us does not take away any rights you have by law. If you are a consumer in the European Union, you keep the mandatory consumer-protection rights of your country of habitual residence, in line with the Rome I Regulation, and you may bring proceedings in the courts of that country, in line with the Brussels I Recast Regulation. Nothing on this page, and nothing in our Terms of Service, limits those rights.
This includes the mandatory conformity guarantee for digital services under Estonian law (the Law of Obligations Act, transposing the EU Digital Content and Digital Services Directive 2019/770). That guarantee applies to the B28 wallet even though it is free to you, because you provide personal data to use it. If the wallet does not work as it should, you may be entitled to have it brought into conformity, and to a price reduction or to end the contract where the law allows, separately from anything we offer as a goodwill gesture. Our "as is" wording in the Terms does not exclude this.
If we cannot resolve it
If you are a consumer and we cannot resolve your complaint between us, you can refer the matter, free of charge, to the Estonian Consumer Disputes Committee (Tarbijavaidluste komisjon) at the Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet), which provides independent out-of-court dispute resolution under the EU consumer-ADR rules (Directive 2013/11/EU). You can find this body and its contact details through the Estonian Consumer Protection and Technical Regulatory Authority. Using it does not stop you from going to court instead.
If you live in another EU country, your national consumer-protection authority or an approved alternative dispute resolution body in your country may also be able to help. Please note that the European Commission's online dispute resolution (ODR) platform was shut down in July 2025 and is no longer available, so we do not link to it.
Honest limits
B28 is not a bank, an e-money institution, or a deposit-taking institution, so this is not a regulated financial-ombudsman process, and there is no deposit-guarantee or compensation scheme behind it. We will not pretend otherwise. What this is: a direct line to the people who build B28, who will treat your complaint seriously and within the deadlines the law sets.
One limit is set by the technology, not by us. Once a transaction is confirmed on a blockchain, it cannot be reversed, cancelled, or refunded by us or by anyone. We do not hold or control your funds and cannot retrieve crypto sent to a wrong or unintended address. This is why the Sentinel scam-shield warns you before you sign. A complaint cannot undo a confirmed on-chain transaction, but if our software or information was at fault, we still want to hear it and put right what we can.
B28 is operated by B28 OÜ, a private limited company registered in Tallinn, Estonia (Estonian Commercial Register code [registry code to be confirmed before go-live]), at [registered street address in Tallinn, Estonia to be confirmed before go-live]. See our Imprint for full details.