Complaints & Disputes Policy

We want you to have a good experience with Sinder. If something goes wrong, we want to know about it and help resolve it where we can.

Version 1.0.0 · Effective 2026-06-15

Last updated: 15 June 2026

We want you to have a good experience with Sinder. If something goes wrong, we want to know about it and help resolve it where we can.

In this document, "Sinder", "we", "us" and "our" mean Sinder Fintech Computer Systems & Communication Equipment Software Design L.L.C.

1. Who we are

The Sinder App and platform are operated by:

Sinder Fintech Computer Systems & Communication Equipment Software Design L.L.C
A company incorporated under the laws of the United Arab Emirates
Company number: 1414902
Registered office: 31 Maktabik Business Centre, SONY Building, Al Raffa, Dubai, PO Box 45978, United Arab Emirates

Sinder is a technology platform and first-level support interface. Ruya Community Islamic Bank LLC ("ruya") is the regulated issuing bank and account provider for the Sinder Travel Card and associated account. Network International LLC and Mastercard support payment processing and card scheme services.

2. What is a complaint?

A complaint is any expression of dissatisfaction you make to us, whether spoken or written, about:

the Sinder App or Services;
the way we have handled something;
information shown in the Sinder App, including FX, fee or transaction information;
customer support;
how we use or protect personal data; or
a Card, account, transaction or payment issue accessed through Sinder.

If you are giving general feedback and do not expect a remedy, we still welcome it through the same channels.

3. How to contact us

3.1 In-app support

Use the Help & Support or Contact us section within the Sinder App. This is usually the fastest and most secure way to contact us because it helps us verify your account and see relevant details.

3.2 Email

General support and complaints: support@sinder.ae

Privacy and data protection queries: privacy@sinder.ae

Please include the word "Complaint" in your subject line if you want us to treat your message as a formal complaint.

3.3 Post

Complaints - Sinder
Sinder Fintech Computer Systems & Communication Equipment Software Design L.L.C
31 Maktabik Business Centre, SONY Building, Al Raffa, Dubai, PO Box 45978, United Arab Emirates

Postal correspondence will normally take longer to receive and process than in-app or email contact.

4. Information we need

To help us resolve your complaint, please provide:

your full name and the email or phone number you use for Sinder;
a clear description of the issue;
relevant dates and times;
transaction details if the complaint relates to a payment or Card transaction;
screenshots or documents that help explain the issue; and
what you are seeking as a resolution, if you have something specific in mind.

We may ask follow-up questions or request identity verification, especially where the complaint involves sensitive account information, security or fraud.

5. How we handle complaints

We will acknowledge your complaint as soon as reasonably practicable after receiving it.

We will assess whether the complaint relates primarily to:

the Sinder App, technology interface, customer support or data handling;
Card controls, FX display, fee display or app information;
a ruya-issued account, Card issuance or regulated banking/card matter; or
payment processing, Mastercard rules, disputes or chargebacks.

We will investigate what we can from our side, keep a record of your complaint and aim to provide a clear response within a reasonable timeframe. Many issues can be resolved or substantively updated within 15 business days, but complex transaction disputes, cross-border issues or matters involving partners may take longer.

If we need more time, we will explain why and keep you updated at suitable intervals.

6. Complaints involving ruya or payment partners

Sinder is first-level support for app, card interface, FX display and customer support issues.

For regulated bank, account or Card complaints, Sinder may triage, support and route your complaint to ruya as issuer/account provider. We may also coordinate with Network International, Mastercard or other relevant service providers where needed.

We may ask or advise you to contact ruya or another partner directly where:

the issue must be handled by ruya as issuer/account provider;
applicable law, regulatory requirements, card scheme rules, issuer requirements or compliance/risk controls require direct handling; or
you wish to escalate a matter beyond what Sinder can decide.

Where we route or coordinate a complaint, we will provide relevant information reasonably available to us, such as transaction references, timelines and explanations.

7. Urgent issues

your phone or Card is lost or stolen;
you suspect unauthorised transactions;
your login credentials, PIN or one-time code may be compromised; or
you notice suspicious activity in the Sinder App.

Speed is important to help protect your account and limit losses.

8. Privacy complaints

If your complaint is about personal data, including data access, correction, deletion, sharing or a suspected data incident, contact privacy@sinder.ae or make this clear when contacting support.

Our Privacy Policy explains how we handle personal data and the rights you may have.

9. If you are still unhappy

If you are not satisfied with our final response or complaint handling, your options may depend on the nature of the complaint.

Unresolved complaints relating to a UAE licensed financial institution may be escalated to Sanadak where eligible and after the relevant internal complaint process has been attempted.

You may also have rights under applicable law or Mastercard dispute processes, depending on the issue.

10. Language

We aim to handle complaints in English and, where possible, Arabic. If there is any inconsistency between language versions, the English version prevails unless applicable law requires otherwise.

11. Records

We keep complaint records to investigate and respond, improve our Services, comply with legal and regulatory requirements and help prevent fraud or misuse.

Complaint-related information is handled in accordance with our Privacy Policy.

12. Changes

We may update this Complaints & Contact document from time to time. When we make material changes, we will update the "Last updated" date and, where appropriate, notify you through the Sinder App, email or another reasonable channel.