Slice Financial Complaints Handling and Resolution Procedure

1. Definitions

• Business Day: Refers to any day in which normal business operations are conducted. In the context of Slice Financial’s Middle East operations, this is considered to be Monday through Friday from 9 a.m. to 6 p.m. UAE time and excludes weekends and local public holidays.

• Complaint: Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible Counterparty about Slice Financial’s provision of, or failure to provide, or acting in conflict of a contract of, products or a financial service under the applicable regulatory frameworks, including the Virtual Assets Regulatory Authority (VARA) Regulations.

• Complainant: A Counterparty who makes a formal Complaint to Slice Financial; they can be a natural or legal entity presumed eligible to submit a complaint.

• Counterparty: Investors, token holders, suppliers, and other parties with whom Slice Financial has or will establish a business relationship.

• Final Response: A written response from Slice Financial to the Complainant stating that it is the Company’s conclusive response to the Complaint.

• Personal Data Protection Law (PDPL): Federal Decree Law No. 45 of 2021 establishing an integrated framework to ensure the data confidentiality and privacy of individuals’ personal data within the UAE.

• Staff / “You” / “Your”: All Slice Financial directors, officers, agents, employees, temporary workers, interns, consultants, contractors, or any other person employed by or otherwise working for or on behalf of Slice Financial.

• Slice Financial / “the Company” / “We” / “Our”: All companies, including our Delaware Incorporation headquarters, Slice Gmbh (Europe), and Middle East subsidiaries, over which Slice Financial is able to exercise control regarding policies and procedures.

2. Introduction Slice Financial operates as a specialized Real World Asset (RWA) investment platform and Virtual Asset Services Provider (VASP) bridging traditional finance and decentralized finance. Incorporated in Delaware, USA, the Company maintains a subsidiary in the Emirate of Dubai operating under the Virtual Assets Regulatory Authority (VARA) and the Dubai Land Department (DLD) frameworks.

The Company provides Broker-Dealer services and Issuance services for tokenized physical assets, such as real estate and classic cars. This procedure defines Slice Financial’s approach toward the handling and resolution of Counterparty Complaints. It applies to all Staff and the Board. The Company will at all times ensure its obligations under the PDPL, treat all complaints confidentially, and make its best endeavors to resolve complaints in a timely and fair manner.

3. Scope This Procedure illustrates the internal complaint handling and resolution process to ensure that all complaints are investigated consistently, treated fairly, and held to equal standards of resolution across our global operations.

4. Complaint Submission, Assessment, and Processing The procedure is designed to ensure all complaints are investigated consistently, in a timely manner, and resolved accordingly.

4.1 Complaint Submission 4.1.1 Submission Channels Complaints can be submitted via multiple channels:

• Email: complaints@slicefinancial.ai to request a complaint form (see Appendix 1).

• Website: Through the designated contact portals on www.slicefinancial.ai.

• Mail/In-Person: Chief Compliance Officer, Slice Financial DMCC FZE, UT-12-PO-8, DMCC Business Centre, Level No 12, Uptown Tower, Dubai, United Arab Emirates.

• Phone: By calling a Slice Financial employee. Should a complaint be received via phone call, the Staff member will request that the Complainant submit the Complaint in writing via one of the means identified above. The Staff member must also report the Complaint to the Chief Compliance Officer (CCO) immediately.

Note: The Company does not impose any fees for the submission or handling of a complaint.

4.1.2 Complaint Content All complaints submitted must be in English and include:

• Full name and contact details.

• Client account number and/or cryptocurrency wallet address (if applicable).

• Date and time the issue/complaint arose.

• A detailed description of the issue.

• Indication of whether the complaint is associated with Broker-Dealer services, Issuance services, or Smart Contract/Token operations.

• Supporting evidence (e.g., transaction hashes, statements).

Once received, the complaint will be subject to triage by the compliance team and entered into our service ticketing system (Complaint Register). Each complaint will be assigned a unique reference number. If the required details are incomplete, an independent employee will contact the Complainant to request further information before the investigation commences.

4.2 Acknowledgement An acknowledgement will be sent to the Complainant within one week of receipt. It will include:

• Contact details of the individual(s) handling the complaint.

• The unique complaint reference number.

• Key particulars and estimated timelines of the resolution process.

5. Resolution No employee may independently negotiate a resolution and settlement with a Complainant. The Company will resolve all standard complaints within four (4) weeks of the submission date. During this period, the Company will promptly respond to any follow-up inquiries.

If extraordinary circumstances prevent resolution within four weeks, we will provide the Complainant with a written update explaining the delay and will resolve the complaint within a maximum of eight (8) weeks.

5.1 Written Resolution Upon conclusion of the investigation, the Complainant will receive a Final Response outlining:

• The outcome of the investigation.

• The decision and the rationale behind it.

• Provision of clear terms of redress (if applicable), which remain valid for seven (7) days from the offer date.

5.2 Record Keeping The Complaints Register will be maintained in accordance with PDPL’s record retention laws. All details, correspondence, investigation notes, and settlement data will be securely stored for a minimum of eight (8) years.

5.3 Smart Contract Failure Resolution Slice Financial utilizes blockchain technology (such as Ethereum, Polygon, or Base) to ensure auditable asset management. We perform daily reconciliations of on-chain smart contract token holders with the off-chain Slice Financial platform.

• Any discrepancies found during reconciliation are resolved as part of our daily processes. Ad hoc reconciliations can be run to verify discrepancies raised through client complaints.

• Should a valid discrepancy be identified, Slice Financial maintains centralized control of the smart contract and can correct discrepancies through centralized mint and burn controls.

• In the extreme event of a smart contract failure, we will conduct an immediate investigation. Resolution will likely involve burning the original tokens and reissuing new tokens to holders via a newly deployed smart contract.

• Asset Security: Token holders need not be concerned about a total loss of investment due to technical token failures. The underlying physical assets (e.g., real estate, collectible cars) remain fully insured and safely secured in bonded, third-party vaults located in jurisdictions such as Vienna, Dubai, NJ, Florida, or Hong Kong.

6. Complaints involving Third-Party Entities Where the Company believes a third party (such as a custodian, property manager, or KYC provider like Sumsub) is partially or fully responsible for the issue, we may refer the complaint to them.

• We will request written consent from the Complainant prior to transferring any personal data, ensuring compliance with PDPL.

• Slice Financial maintains overall responsibility for tracking the complaint through to resolution, even if referred to a third party.

7. Disputing the Resolution If the Complainant is not satisfied with the Company’s Final Response, they may take further steps:

• 7.1 Submit a Complaint to VARA: The complainant may refer the matter to the Virtual Assets Regulatory Authority via their website: Register A Complaint – VARA.

• 7.2 Arbitration: The complainant may seek arbitration, which may include the Dubai courts. If so, additional jurisdictional provisions are likely to apply.

• 7.3 Resolution Enforcement: If a complaint is upheld via external mechanisms, the Company will ensure full engagement and provide the mandated redress without delay.

8. Root Cause Analysis Following the conclusion of every investigation, the root cause of the complaint will be established. A systematic review will be undertaken to identify if other business areas or token holders could be impacted, and the root cause will be permanently rectified where possible.

9. Appendix 1 – Complaint Form

• Date of complaint:

• Recipient of complaint (Slice Staff):

• Complaint method (Email/Letter/Telephone/Web):

• Name of Person Complaining:

• Relevant contact details (Email / Tel #):

• Account / Wallet Address (if applicable):

• Name(s) of personnel involved:

• Monetary Value & Currency:

• Details of complaint:

• Service Type (Broker-Dealer / Issuance / Smart Contract):

• [Internal Use] Details of investigation undertaken:

• [Internal Use] Resolution of the complaint:

• [Internal Use] Amount of compensation paid (Specify Currency):

• [Internal Use] Resolved by & Date: