Contact & Complaints
Contact and Complaints Handling
Contact & Complaints Policy
Last Updated: June 2025At Sovereign Legacy, we operate in alignment with decentralised principles, while maintaining a commitment to transparency, user empowerment, and support. While we prioritise seamless, self-directed engagement through DeFi tools, we recognise that sometimes things need extra clarity or support — and we’re here to help.
📡 How to Contact Us For all questions, concerns, or technical matters related to your experience using the platform or DeFi-related tools: Email: support@sovereignchainlegacy.com Support Hours: Monday to Friday, 24/7 (AEST) Entity: Sovereign Trust Jurisdiction: Australia
While we are a non-custodial, decentralised-first platform, our team remains committed to providing human support for technical issues, service questions, or feedback regarding your interaction with the platform.
🧭 Complaints Handling (ACL Compliant) We understand that even in a decentralised environment, things don’t always go to plan. If something doesn’t feel right, we’re here to resolve it fairly, efficiently.
📝 How to Make a Complaint 📌 Step 1: Send Us a Message Please email us at support@sovereignchainlegacy.com with the following: • Your full name and contact details • The date the issue occurred • A clear, detailed description of the issue • Any relevant wallet address, transaction ID, or plan type (e.g., Basic, Pro, VIP)
📌 Step 2: Acknowledgement We’ll confirm we’ve received your complaint within within 24hours
📌 Step 3: Review & Investigation We’ll investigate thoroughly and fairly. Our goal is to respond within 48hours. If we need more time, we’ll notify you with an explanation.
📌 Step 4: Resolution Once we’ve completed the review, we’ll provide a proposed resolution which may include: • A refund (where applicable) • An adjustment to your account • Access restoration or technical solution • An alternative remedy in line with consumer guarantees
📌 Step 5: Escalation If you feel the outcome wasn’t fair or fully resolved, you can request the matter be escalated to a senior team member for further review.
⚖ Your Consumer Rights Even in a decentralised environment, your rights as an Australian/ or non Australian consumer are respected. you are entitled to guarantees such as: • Services must be delivered with due care and skill • Products must match the description or sample • Services must be fit for purpose • Delivery should occur within a reasonable timeframe If these guarantees aren’t met, you may be entitled to a repair, replacement, refund, or compensation, depending on the nature of the issue.
🛠 We’re Here to Support Your Sovereignty Sovereign Legacy is committed to ensuring that decentralised does not mean disconnected. Our platform stands for trust, clarity, and fairness — and we’ll always strive to resolve any concern promptly and respectfully. If you need help, don’t hesitate to reach out.