Investor Defense Policy

1. Purpose and Scope

This Investor Defense Policy (the "Policy") outlines the principles, procedures, and mechanisms that URBIX PSFP, S.L. (referred to as “URBIX” or “the Platform”) uses to protect and safeguard the interests of investors using our crowdfunding services.

Our Customer Service team is dedicated to handling all inquiries and complaints with diligence, thoroughness, and impartiality.

2. Platform Principles and Commitments

2.1. Transparency and Accuracy

URBIX is committed to providing clear, complete, and up-to-date information about all crowdfunding projects on our platform. This includes details on project characteristics, associated risks, investment return conditions, and other relevant information to help investors make informed decisions.

2.2. Security and Confidentiality

We take all necessary steps to protect investors' personal and financial data, in line with current data protection regulations. URBIX ensures transaction security through advanced encryption and other state-of-the-art technologies.

2.3. Fairness and Non-Discrimination

All investors will be treated fairly and without discrimination. URBIX provides equal access to crowdfunding projects for all investors, regardless of their experience or financial status.

2.4. Regulatory Compliance

URBIX operates in full compliance with all relevant laws and regulations, including those concerning anti-money laundering and counter-terrorist financing. We ensure our operations align with current regulations and industry best practices.

3. Information and Communication Procedures

3.1. Disclosure of Information

Before making any investment, URBIX provides investors with a key investment data sheet that includes detailed and clear information about the project, associated risks, and investment conditions. We also provide regular updates on the progress and results of funded projects, as required by law.

3.2. Regular and Transparent Communication

URBIX maintains open and continuous communication with investors through various channels detailed in section 4. We also provide additional information through a frequently asked questions (FAQ) section and an informative blog on our website.

3.3. Personalized Support

Each investor is assigned an account manager to offer personalized support throughout the investment process. Investors can request and schedule calls or virtual meetings with their account manager to address any investment-related issues.

4. Communication Channels and Customer Service Hours

URBIX offers multiple ways to contact customer service:

• Phone: Our dedicated phone line for investor inquiries and complaints operates Monday to Thursday from 9:00 a.m. to 6:00 p.m., and Friday from 9:00 a.m. to 2:00 p.m.
• Email: For inquiries and complaints, contact us at hola@urbix.es. For technical support issues, use soporte@urbix.es.
• Online Platform: Our case management system is available at https://soporte.urbix.es/portal for direct communication with our customer service team.

5. Customer Service Procedures

5.1. Service Types and Levels.

URBIX is committed to delivering high-quality customer service with prompt and efficient responses:

• General Inquiries: Responded to within 24 business hours.
• Investment-Specific Inquiries: Responded to within 48 business hours.
• Complaints: Handled and resolved within 30 business days.

5.2. Inquiries and Complaints Handling Procedure

• Reception and Registration: All inquiries and complaints are recorded in our Investor Management System (CRM) with a unique reference number for tracking.
• Analysis and Resolution: Our Customer Service team analyzes each inquiry or complaint, involving relevant departments as needed, to provide a comprehensive response.
• Communication of Resolution: Once resolved, we inform the investor of the outcome and actions taken through phone, email, or video call.

6. Claims and Dispute Resolution

6.1. Receipt and Processing of Claims

URBIX has a procedure for receiving, registering, and processing investor claims. Claims can be submitted via online form, email, or in person at our offices.

6.2. Internal Resolution Procedure

We aim to resolve claims within 30 business days of receipt and will inform the investor of the result and any corrective measures taken.

6.3. End of Procedure

If an investor is unsatisfied with URBIX's final response or if no response is received within 30 days, they may contact the Comisión Nacional de Mercado de Valores (National Securities Market Commission) at:

CNMV
Edison, 4
28006 Madrid
Phone: (+34) 900 535 015
CNMV Claims Service

7. Training and Awareness

7.1. Training

URBIX staff will receive ongoing, specific training on investor protection to ensure their knowledge and adherence to this Policy. Training will cover legal, operational, and customer service aspects.

7.2. Code of Conduct

Staff must adhere to URBIX's Code of Conduct, acting with integrity and professionalism in the best interests of investors. The Code outlines ethical behavior, conflict of interest management, and fair treatment.

8. Continuous Improvement Procedures

8.1. Effectiveness Evaluation

URBIX will regularly evaluate the effectiveness of this Policy using metrics such as response times, claim resolution rates, and investor satisfaction.

8.2. Implementation of Improvements

We will implement improvements identified through evaluations and audits promptly, developing action plans to address deficiencies and enhance procedures.

9. Reporting

Annually, we will present a detailed report to URBIX’s management on the implementation and progress of this Policy.

10. Policy Review

This Investor Defense Policy, approved by URBIX’s Board of Directors, will be reviewed regularly to ensure its relevance and effectiveness.

Any changes must be documented and approved by URBIX’s management. The Policy will be publicly accessible on the Platform’s website in the transparency section.

 

Investor Defense Policy - URBIX PSFP, S.L. version 1.0

In case of any doubt, clarification, or interpretation, the original texts in Spanish shall always take precedence.