Complaints Process

Who handles your complaint

Mavunta is a product operated by Chainwaka Technologies, Business No. BN-OVS6J37W, a business registered in Kenya. We take complaints seriously, especially anything involving access to your funds, a withdrawal, a payout, or your account security.

This page explains exactly how to reach us, what we need from you, how long we take, and what to do if you are not satisfied with our response.

How to raise a complaint

You can contact us through any of these channels:

• General complaints and support: [email protected]
• In-app: open a support ticket from the Support section of your account.
• Phone / WhatsApp: +254 732 914 466

Reach the right team faster

If your issue is specific, writing to the dedicated address gets it to the right people sooner. When in doubt, use support and we will route it.

• Payments, deposits, withdrawals, and payout issues: [email protected]
• P2P disputes, escrow, and marketplace complaints: [email protected]
• Account compromise, phishing, and security reports: [email protected]
• KYC, AML, and regulatory or verification matters: [email protected]
• Formal legal notices: [email protected]

What to include

To help us resolve your complaint quickly and without back-and-forth, please include:

• The email address on your Mavunta account.
• What happened, in your own words, and what outcome you want.
• The asset, amount, and date where money is involved.
• Any transaction ID, order ID, or payout reference.
• Screenshots or receipts if you have them.

Urgent: account security or suspected fraud

If you believe your account has been accessed without your permission, or you think you are being scammed, tell us immediately and say it is urgent. We can lock your account, end active sessions, disable API keys, and pause withdrawals while we investigate.

Mavunta staff will never ask for your password, full transaction PIN, recovery phrase, or remote access to your device. If anyone does, stop and report it to [email protected].

How long we take

We aim to acknowledge complaints quickly and to investigate fairly. Account-security and fund-access issues are prioritised. Straightforward complaints are usually resolved within a few business days; complex cases involving payment providers, blockchains, or compliance checks can take longer, and we will keep you updated.

If you are not satisfied

If our first response does not resolve your complaint, reply and ask for it to be escalated for a senior review. We will look at it again and explain our final position.

Mavunta operates in Kenya and is preparing for compliance under Kenya’s Virtual Asset Service Providers framework. Where a relevant regulator or dispute body has jurisdiction over your matter, you retain the right to contact them. Our Compliance Status page explains where we are in that process.