Customer Communication & Complaints Regulation

1. Purpose and Scope

The purpose of this document is to outline the customer service procedures of the Nuvo El Salvador S.A. de C.V. (hereinafter “Nuvo”, “Baola”, or “the Company”). It specifies the steps to be taken to manage customer communications and resolve complaints. Furthermore, it provides a detailed explanation of the Communication with the customers requirements as outlined in Article 22 of the Regulations of the Law on the Issuance of Digital Assets of El Salvador and General CNV Resolution 1058/2025 of Argentina.

In this context, Baola has developed this document to describe the mechanisms implemented to ensure prompt and comprehensive responses to user inquiries and/or complaints.

This document is publicly accessible and will be made available to users on the Company's website & application.

2. Communication Channels

Baola established the following user-friendly and cost-free communication channels, enabling users to easily reach out Baola team for inquiries or to submit complaints:

 • Email: soporte@baola.app:
  This communication channel should be used for communications related to general matters and making a complaint regarding Baola services;

 • Email: dpo@baola.app:
  This communication channel should be used for communication related to all data protection issues and if users would like to exercise their rights related as a Data Subject.

 • In-app instant messaging chat.
 • Social networks duly verified as belonging to the company:

   - Linkedin: https://www.linkedin.com/company/baolaapp/

3. Customer Communication Process

The response will be provided to the user through the same channel used for their initial contact, or they will be informed at that time about the designated channel through which the process will proceed. If a change in the communication channel becomes necessary, the user will be promptly notified in accordance with the established procedure.

The notifications made to Users by Baola within the framework of the System will be valid and the User expressly accepts that they may at the sole discretion of Baola:

 • Be addressed to the email address registered by the User on the Platform;
 • Be directed to the User's account on the Platform;
 • Be posted on the Platform (made available to the User).

In this regard, the User undertakes to immediately notify Baola of any changes to the relevant contact information.

Baola shall be contacted by the User for all purposes related to the use of the Platform and the Services via email address soporte@baola.app and via internal support service on the Platform (In-app chat in the Baola Application).

4. Response time

For all inquiries, regardless of the communication channel used, the Baola team is committed to respond acknowledging receipt within 24 hours of receiving the inquiry through the designated channels.

The time required to resolve an inquiry will vary based on its content, area, and complexity. Certain inquiries may involve third parties, such as relevant authorities, technical providers, or Baola vendors, which could influence the resolution timeline.

In general, Baola aims to resolve inquiries related to general matters within 10 business days. Should the resolution require additional time, the Baola team will notify you through the appropriate communication channels, providing an estimated timeline for resolution.

Each communication channel is staffed with trained representatives equipped to address service-related issues. If necessary, they will escalate the inquiry to the relevant team or personnel with the appropriate expertise to ensure a comprehensive response.

5. Baola Communication System

Customers can contact us through all the channels mentioned above 24/7, 365 days a year.

Whenever a user reaches out via any of the enabled channels described in Section 2, our staff will make every effort to address the inquiry effectively. Each area has a designated representative available to ensure that inquiries are directed to the appropriate team and receive a suitable response.

All in-app chat communications with customers are managed, resolved, and tracked using Sandbird (https://sendbird.com/), a dedicated customer support services software.

To facilitate case routing among Baola’s various teams, we use Jira, Atlassian’s project and task management tool. Once an inquiry has been resolved, the user will receive a clear and appropriate response.

6. Complaints Management Process

In order to ensure fair and transparent communications with the customers, and stay compliant with applicable consumer protection laws, Baola introduced and described the complaints handling process below in this section.

Baola is committed to offering you the best customer service. We recognise that on rare occasions things can go wrong and you may wish to highlight a complaint to us so we can help resolve your issues.

Most issues can be rapidly solved by contacting our customer services team via the Baola in-app chat, however, if they are unable to resolve the issue to your satisfaction you can raise a complaint in writing to Baola via the soporte@baola.app, clearly indicating the following:

 • that your inquiry is a complaint,
 • your full name,
 • your contact details such as email address and phone number,
 • description of your complaint and how you would like us to resolve it,
 • any other relevant information or supporting evidence that will help us resolve your
  complaint.

Baola will respond to complaints within a maximum period of 10 business days, counting from the date of submission.

At Baola's sole discretion, the response period may be extended if the complexity or nature of the complaint necessitates additional time. In such cases, the user will be informed, along with an explanation of the reasons for the extension. If the involvement of foreign institutions is required to review the issue, Baola may further extend the response period beyond 15 calendar days. The user will be notified of the revised timeline and the estimated response date. In these instances, Baola will make every effort to provide a resolution within the agreed deadlines.

In all cases, Baola will provide a response to the user's complaint. This will be communicated either via a note sent to the email address provided by the user or through the in-app chat within the Baola app. The response will include a detailed explanation of the actions taken by Baola in relation to each point raised in the complaint.

If Baola determines that the complaint is unfounded and decides not to fulfill the user's request, this decision will be accompanied by a clear justification based on the response provided.

Should the user not receive a resolution within the specified timeframes or disagree with Baola's decision, they may always appeal to the applicable authorities for further assistance.

7. Website - Customer Communication

On the Baola App website users can find clear, transparent and easily accessible information about Baola and its services, including:

 • Terms and Conditions of Baola Platform:
  Service Contract between Baola & the user, where there is a clear communication regarding Baola services and its main terms of use.

 • Terms and Conditions of Baola Cards:
  Service Contract between Baola & the user, where there is a clear communication regarding Baola services related to Baola virtual card usage.

 • Baola Code of Ethics and Conduct is published and is public and visible to all.
 • Baola Privacy Policy:
  Document describing how Baola will treat your personal information in relation to the services we provide to you

 • General Risks Warnings & Disclosure:
  The document provides a detailed overview of the risks associated with virtual assets and stablecoins, which users can transact with through the Baola App.

 • Baola Fees & commissions information.

Many of these channels provide specific information about the Digital Assets we offer on the platform. Specifically, in the Terms & Conditions and General Risks Warnings & Disclosure you can find information about the Digital Assets types available in Baola App.

All notifications and communications that Baola will and must make to the user will be considered valid and received when they are made through the Baola App or Website or by email to the addresses informed by the user to the Company. The user may contact Baola in the event of an inquiry or complaint by in-app Baola chat or by email through soporte@baola.app.