CONSUMER PROTECTION POLICY

Last Updated: November 28, 2025
Version: 1.0

1. INTRODUCTION AND COMMITMENT

1.1 Purpose. This Consumer Protection Policy ("Policy") outlines Squarefi Inc.'s (DBA Mosta) commitment to transparent, fair, and ethical treatment of all consumers who use our Platform. This Policy ensures that consumers receive clear information about our services, fees, risks, and their rights.

1.2 Scope. This Policy applies to all individual consumers ("Consumers") who access or use the Platform for personal, family, or household purposes. Business and entity accounts are governed by separate terms.

1.3 Our Commitment. We are committed to:

Treating all consumers fairly, honestly, and with respect;
Providing clear, accurate, and timely information;
Ensuring transparent pricing with no hidden fees;
Maintaining accessible and responsive complaint handling;
Protecting consumer rights in accordance with applicable laws.

2. TRANSPARENCY AND DISCLOSURES

2.1 Service Information. Before you use any service, we provide clear information about:

The nature of the service and how it works;
Who provides the service (Squarefi as technology platform vs. third-party providers such as Rail for banking services);
Eligibility requirements and restrictions;
Service limitations and availability.

2.2 Fee Disclosures. We are committed to transparent pricing:

All applicable fees are disclosed before you initiate a transaction;
Fee schedules are available at mosta.io/pricing;
Third-party provider fees are disclosed in the applicable Partner Terms;
Currency conversion rates and any associated costs are displayed before confirmation;
We do not charge hidden fees.

2.3 Risk Disclosures. We provide clear information about risks associated with our services, including:

Transaction irreversibility;
Currency fluctuation risks;
Third-party service provider risks;
Potential for transaction delays or holds;
Deposit protection limitations.

Full risk disclosures are available in our Terms and Conditions and Partner Terms.

3. CONSUMER RIGHTS

3.1 Right to Information. You have the right to:

Receive clear, accurate information about services before use;
Access your transaction history and account statements;
Receive timely notification of material changes to terms or fees;
Request information about how your data is used.

3.2 Right to Fair Treatment. You have the right to:

Be treated fairly and without discrimination;
Receive services as described;
Have your complaints heard and addressed;
Cancel services in accordance with applicable terms.

3.3 Refund Rights. Your refund rights are as follows:

Platform Fees: Refundable in cases of billing error, duplicate charges, or service failure due to our fault. Refund requests should be submitted to support@mosta.io.
Third-Party Services: Refunds for banking and payment services are governed by Rail's Customer Agreement. Contact Rail directly for refund requests related to their services.
Transaction Fees: Generally non-refundable once services are rendered, except in cases of error or as required by law.

3.4 Cancellation Rights. You may:

Close your account at any time after settling outstanding obligations and withdrawing funds;
Cancel pending transactions where technically possible (subject to processing status);
Opt out of marketing communications at any time.

4. COMPLAINT HANDLING

4.1 How to File a Complaint. If you have a complaint about our services, please contact us:

Complaint Contact:
Email: support@mosta.io
Website: mosta.io

When submitting a complaint, please include:

Your full name and account information;
Description of the issue;
Date(s) of the incident;
Any relevant transaction details;
Your desired resolution.

4.2 Acknowledgment. We will acknowledge receipt of your complaint within two (2) business days.

4.3 Investigation and Response. We will:

Investigate your complaint thoroughly and fairly;
Keep you informed of progress;
Provide a substantive response within fifteen (15) business days;
If additional time is needed, notify you of the delay and expected resolution timeframe.

4.4 Resolution. Our response will include:

Summary of your complaint;
Findings of our investigation;
Our decision and reasoning;
Any remedial action or resolution offered;
Information about further escalation options if you are not satisfied.

5. COMPLAINT ESCALATION PROCESS

5.1 Internal Escalation. If you are not satisfied with the initial response:

Level 1: Contact support@mosta.io — Initial review by Customer Support Team (Response: 2 business days)
Level 2: Request escalation to a Supervisor — Management review (Response: 5 business days)
Level 3: Request escalation to legal@mosta.io — Compliance and Legal review (Response: 10 business days)

5.2 Rail Service Complaints. For complaints involving banking or payment services provided by Rail:

We will immediately escalate to Rail any complaint involving Rail's products, services, or potential regulatory risk;
Escalations include all relevant details and are submitted to Rail as soon as received;
Rail will review and respond in accordance with their complaint handling procedures;
We will keep you informed of the escalation status and Rail's response.

5.3 Regulatory Complaints. If you are not satisfied after exhausting our internal process, you may have the right to escalate to relevant regulatory authorities. Information about applicable regulators will be provided upon request or in our final response to your complaint.

6. ACCESSIBILITY

6.1 Policy Accessibility. This Policy is accessible:

On our website at mosta.io;
Within the mobile application;
At every customer touchpoint where data is collected;
Upon request via support@mosta.io.

6.2 Communication Accessibility. We strive to communicate in clear, plain language. If you require information in an alternative format or have accessibility needs, please contact support@mosta.io.

7. VULNERABLE CONSUMERS

7.1 Commitment. We are committed to identifying and supporting consumers who may be vulnerable due to age, health, life circumstances, or other factors.

7.2 Support. If you or someone you know requires additional support, please contact support@mosta.io. We will make reasonable accommodations to ensure fair access to our services.

8. MARKETING AND COMMUNICATIONS

8.1 Fair Marketing. All our marketing and promotional materials are:

Accurate and not misleading;
Clear about the nature of services offered;
Transparent about fees and risks;
Compliant with applicable advertising regulations.

8.2 Communication Preferences. You can manage your communication preferences and opt out of marketing communications at any time by contacting support@mosta.io or using the unsubscribe link in emails.

9. DATA PROTECTION

9.1 Privacy. Your personal information is protected in accordance with our Privacy Policy available at mosta.io and applicable data protection laws.

10. CHANGES TO THIS POLICY

10.1 Modifications. We may update this Policy from time to time. Material changes will be communicated via email or Platform notification.

10.2 Version Control. We maintain version control and update logs for this Policy for at least five (5) years. Previous versions are available upon request to legal@mosta.io.

11. CONTACT INFORMATION

General Support and Complaints:
Email: support@mosta.io
Website: mosta.io

Legal and Privacy Inquiries:
Email: legal@mosta.io

Mailing Address:
Squarefi Inc. (DBA Mosta) 2093 Philadelphia Pike, 2383 Claymont DE 19703 Delaware

We are committed to responding to all inquiries promptly and treating every consumer with fairness and respect.

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