Complaints & Dispute Resolution

1. How to complain

Email support@tufdog.com from the address on your account. Please include:

• what happened and when;
• the market, order, trade or deposit concerned (a screenshot helps);
• what you would like us to do.

2. How we handle it

1. We acknowledge your complaint and tell you who is dealing with it.
2. We investigate, using our records of your account, the order book and the market's data. We may ask you for more information.
3. We send you a written final response explaining our decision and any remedy — for example a correction or a refund to your balance.

Deadlines: we acknowledge your complaint within 5 working days and send our final response within 30 days. If a complaint is complex and we need longer, we tell you why and when to expect our answer, and in any event we reply within 8 weeks.

3. Settlement and pricing disputes

For a question about how a market settled or the price of a trade, we apply the market's rules and the official source they name (see our Market Rules). A result corrected by the league after settlement is handled as those rules say. If you think a market settled wrongly, tell us within 7 days of the settlement by emailing support@tufdog.com with your account email, the market and why you think the result is wrong. We will review it against the market's rules and the source they name, and reply in writing. A settlement that is not disputed within 7 days is treated as accepted, except where it was wrong because of our own error or fraud, or where the law gives you longer.

4. If you are not satisfied

Independent dispute resolution: Tufdog is not currently a member of any independent dispute-resolution scheme or ombudsman service.

If your complaint is not resolved, the dispute provisions in our Terms apply. In short: unless you opted out within 30 days of accepting the Terms, a dispute is resolved by binding individual arbitration administered by JAMS under the laws of the State of Delaware — not in court and not as part of a class action — and either of us may instead bring a qualifying claim in a small-claims court. If you live in the EU or the EEA, arbitration does not apply to you: you can take a dispute to the courts of the country where you live, or to any alternative dispute-resolution body available to you there.

Nothing in this procedure takes away rights you have under the law of the country where you live.

5. Privacy complaints

For complaints about your personal information, see "Making a data request" and "Your rights" in our Privacy Policy.