Processing policy
requests

General provisions

Pathway Capital strives to ensure a high level of interaction with users and regards every request as an important element in improving the quality of the services provided. This Policy sets out the procedure for receiving, registering, reviewing and processing enquiries, suggestions, comments and other requests from platform users.

Purposes of handling requests

The request handling procedure is aimed at:

• providing users with the necessary information
• improving the quality of service
• improving the platform's services
• identifying and resolving technical problems
• reviewing suggestions for improving the platform
• ensuring effective communication between users and the platform

Channels for submitting requests

Users may submit requests through the official communication channels: the feedback form on the website, the user's personal account area, the official email, the support service and other official means of communication listed on the Pathway Capital website. We recommend using official communication channels only.

Types of requests

The platform handles various categories of user requests:

• Information requests — requests concerning information about services and instruments
• Technical requests — reports of technical failures or errors
• Suggestions and recommendations — initiatives to improve functionality
• Complaints and claims — requests requiring additional review
• Security matters — reports of suspicious activity or access problems

Procedure for reviewing requests

Once received, a request may be registered in the platform's internal systems. The processing includes: registering the request, preliminary analysis of the information, clarifying the necessary data, forwarding to the responsible specialists, preparing a reply and notifying the user of the outcome of the review.

Review timeframes

The time taken to process a request depends on its nature, complexity and the extent of the checks required. Certain categories of enquiry may require additional analysis or the involvement of various platform departments. Pathway Capital strives to review requests within a reasonable time.

Confidentiality of requests

The information contained in user requests is processed in accordance with the platform's internal rules and the provisions of the Privacy Policy. The information received is used solely to review the relevant request and to improve service quality.

Quality of service

Pathway Capital regards user feedback as an important source of information for developing the platform. Analysing requests helps identify potential problems, refine service functionality, raise the quality of the user experience and improve internal service processes.

Final provisions

Pathway Capital strives to build open and constructive relationships with users by providing a transparent mechanism for reviewing requests. We value users' feedback, suggestions and comments, as they help improve the platform and create a more comfortable environment for interaction.