Complaints
Process and contact information for submitting a complaint about products or services of the Backpack Exchange website or mobile application.
You may file a complaint here. You may also contact us at support@backpack.exchange or submit your complaint in writing to:
Trek Labs Ltd FZE dba Backpack Exchange
Attn: 236 (6D) RME, Floor 02, The Offices 1 - One Central
Dubai World Trade Centre
Dubai, UAE
If you are emailing or writing to us directly, please include the following information in your complaint:
Your name and account email address
Date of complaint
Your contact information
Details of your complaint
Any supporting documentation relating to your complaint
We will acknowledge all complaints as soon as possible, but in no event later than one week of receiving your complaint. This complaints process applies solely to clients onboarded by Trek Labs Ltd FZE on the basis of declared UAE residency and UAE KYC completion. If your account was not onboarded on this basis, this process does not apply to you; other entities within the Backpack Exchange group may be subject to different complaints processes and policies as required by their respective jurisdictions. Please contact support@backpack.exchange for assistance
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