Complaints Policy

1. Complaints Handling Mechanism

1.1 General Principles of the Complaints Policy:

Nola Platform is committed to delivering a secure, transparent, and trustworthy digital real estate investment experience. We view customer feedback and complaints as vital tools for enhancing our fractional ownership and tokenization services. This policy ensures that all complaints are handled fairly, confidentially, efficiently, and without any bias.

1.2 Approved Official Channels for Submitting Complaints:

If a user encounters a technical system malfunction, disputes a wallet transaction, or objects to property dividend distributions, the complaint must be formally lodged through one of the following approved channels:

• A) Electronic Complaint Form: Available on the dedicated "Support & Investor Care" page on our official website or within the Nola smart application.
• B) Dedicated Complaints Email: Sent from the user’s registered email address to: complaints@nolatoken.com with the subject line format: (Official Complaint - Account Number).
• C) Customer Care Unified Number: Direct contact with our Investor Relations Department via our platform's unified phone number (Available during official working hours: Sunday to Thursday, 9:00 AM to 5:00 PM).

1.3 Mandatory Data and Supporting Documents:

To ensure the validation and immediate processing of the complaint, the submitter must provide the following details:

• Full legal name and National ID or Residence Permit (Iqama) number.
• The mobile number and email address linked to the active Nola account.
• The transaction ID, digital wallet address, or specific tokenized property asset name under dispute.
• A clear, detailed description of the incident, accompanied by supporting files (such as payment receipts or clear screenshots of the technical error).

1.4 Registration and Tracking Procedures:

• Upon receipt of the complaint via any digital channel, the platform’s automated system instantly generates a Unique Ticket Number.
• An SMS and an email confirmation containing this ticket number will be sent to the user. This number serves as the sole legal reference for tracking the complaint status.
• The ticket is internally routed to the independent "Compliance & Investor Protection Unit," entirely separated from the department involved in the dispute, ensuring absolute neutrality, transparency, and a thorough audit of system logs and financial ledgers.

2. Complaints Resolution Timeline

Nola Platform strictly operates under a defined Service Level Agreement (SLA) for dispute resolution, fully aligning with the regulatory standards of the Real Estate General Authority (REGA) and consumer protection mandates in the Kingdom of Saudi Arabia:

2.1 Acknowledgment & Initial Response:

The platform commits to notifying the client that their complaint has been received and is being evaluated within a maximum of 24 to 48 business hours from the submission time.

2.2 Statutory Resolution Window:

Complaints will be thoroughly investigated, adjudicated, and a final resolution (whether a technical patch, financial settlement, or definitive legal response) will be delivered to the client within 5 to 10 business days from the date of acknowledgment.

2.3 Exceptional Cases & Extensions:

If the dispute involves external networks or third-party audits (such as electronic payment gateways, partner escrow banks, certified real estate valuation firms "Taheem", or government property notary systems), Nola reserves the right to extend the investigation window up to a maximum of 15 business days. The Customer Care team is obligated to notify the client in writing via email regarding the extension rationale and the updated closure timeline.

2.4 Right of Escalation to Regulatory Authorities:

Should the platform fail to respond within the stipulated timeframes, or if the user is unsatisfied with the final resolution and settlement provided by the Compliance Unit, the client retains the statutory right to formally escalate and refer the dispute to the Real Estate General Authority (REGA) through its official regulatory portals for final administrative action under Saudi real estate laws.