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Anything relating to a live transaction must be raised inside its deal room so that it forms part of the record.
If you want a fee quote, want to check whether a transaction type is accepted, or want the procedure explained, contact pokz through the channel you already use to reach us and quote the nature and value of the deal.
Open a deal roomPost the issue in the deal room and address it to the middleman. Messages sent in the room are timestamped and form the evidence base for any dispute decision. Instructions given outside the room are not binding on pokz.
Raise a defect or non-delivery inside the inspection window recorded in the terms. pokz will set an evidence deadline for both sides and issue a written, reasoned decision. The decision governs the release of value held by pokz.
A complaint about the conduct of the service itself should be made in writing, quoting the deal reference. It will be acknowledged within 5 business days and answered within 20 business days. Nothing here restricts your rights under Portuguese consumer law.
