Novudi

Complaints

Nubix Digital Inc. is committed to providing a fair, transparent and reliable experience for all our customers, so if you have any complaints, we encourage you to let us know. Each received complaint will be reviewed carefully and quickly.

How to make a Complaint

You can submit a complaint free of charge through our web form or you can send us an email at support@novudi.com

Please include:

  • Your name or company name
  • Contact details
  • A short description of the issue
  • Any helpful information (order ID, screenshots, timestamps)

What Happens After You Submit a Complaint

Step 1 — Acknowledgement

We will confirm that we received your complaint within 2–5 business days.

Step 2 — Review

We will investigate the matter by checking:

  • order execution data,
  • platform logs,
  • fees applied,
  • communication history, and
  • any technical issues.

Step 3 — Response

We will send you a final reply within 30 business days. If the issue is complex and requires more time, we will let you know.

Possible Outcomes

Depending on what we find, we may:

  • explain what happened and give more information,
  • correct an error,
  • adjust a fee (if incorrectly charged),
  • offer a remedy or compensation (where appropriate), or
  • decline the complaint (with clear reasons).

If you are not satisfied

If you disagree with our final response, you may:

  • use an Alternative Dispute Resolution (ADR) body in Canada
  • contact FINTRAC (Financial Transactions and Reports Analysis Centre of Canada):
    https://fintrac-canafe.canada.ca/
  • take the matter to court, following the rules in our Terms & Conditions.

Your data and privacy

All complaints are handled confidentially and in line with:

  • FINTRAC MSB requirements,
  • the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (Canada),
  • Canadian data-protection law (PIPEDA).

We keep complaint related information for at least 5 years, after we have settled the matter with you or longer if required by law.

Need more help?

If you have questions about the process, our support team is here to assist you. Send us an email!