Legal disclaimer

You are now connected to the ARHS Developments SA public Internet Site. The information and content contained herein are provided subject to the following Terms and Conditions and your access to this web site and continued usage constitutes complete acceptance of these terms and conditions:

The present site is intended to provide information about ARHS Developments SA, its organization, and the products and services offered by its divisions. However, this information represents only a presentation of ARHS Developments SA products and services and is not contractually binding.

Although ARHS Developments SA uses reasonable efforts to include accurate and up-to-date information in this web site, this web site may include inaccuracies, outdated information or typographical errors. Therefore, ARHS Developments SA makes no warranties or representations as to the accuracy or completeness of any information contained herein.

Further, ARHS Developments SA assumes no liability, obligation or responsibility for any errors or omissions in the content of this site. The names, images, logos and pictures identifying ARHS Developments SA services are proprietary marks of ARHS Developments SA. References made while using this web site to any third party provided information, content, goods, products, process or service by trade name, trademark, manufacturer or otherwise does not necessarily constitute or imply the endorsement, approval or recommendation thereof or connection therewith by ARHS Developments SA.

Further, this web site may be linked to other web sites, which are not under the control of and are not maintained by ARHS Developments SA. ARHS Developments SA has not reviewed any or all of the sites linked to this site and ARHS Developments SA is not responsible for the content of those sites or any of the off-site pages or any other sites linked to those sites.

ARHS Developments SA is providing these links to you only as a convenience, and the inclusion of any link to such sites does not imply endorsement by ARHS Developments SA of those sites. Your use of and browsing in this web site is at your own risk. Neither ARHS Developments SA nor any other party involved in creating, producing, or delivering the site is liable for any direct, incidental, consequential, indirect, or punitive damages arising out of your access to, or use of, this site. Without limiting the foregoing, everything on this site is provided to you as is and as available without warranty of any kind, either expressed or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non infringement of intellectual property rights of third parties.

ARHS Developments SA may make modifications, improvements, corrections and/or changes to this web site and these Terms and Conditions at any time with reasonable notice.

In the event that any portion of these Terms and Conditions is held to be unenforceable, the unenforceable portion shall be construed in accordance with applicable law as nearly as possible to reflect the original intentions of the parties and the remainder of the provisions shall remain in full force and effect.

ARHS Developments SA failure to insist upon or enforce strict performance of any provision of this Agreement shall not be construed as a waiver of any provision or right. Neither the course of conduct between any party referred to herein nor trade practice shall act to modify any provision of these Terms and Conditions.

ARΗS Cube SA – PFS Complaint management policy

General principles

The purpose of this policy is to highlight the procedures and principles put in place by ARHS Cube SA with regard to processing of customer complaints.
The policy has been developed on the basis of CSSF Regulation No. 16-07 of October 26, 2016 relating to the out-of-court complaints resolution.

Complaints management policy

CSSF Regulation n° 16-07 on out-of-court complaints resolution require professionals in the financial sector to set up and formalize internal complaints management procedures in writing.
ARHS Cube SA has put in place a procedure to ensure appropriate treatment and prompt resolution of customer complaints as well as the identification and mitigation of potential conflicts of interest, while considering the interests of its customers.

Definitions

“complainant”: any natural or legal person having filed a complaint with a professional.
“professional”: any natural or legal person falling under the prudential supervision of the CSSF.
“complaint”: complaint filed with a professional to recognise a right or to redress a harm.

Complaints submission procedure

The complainant can lodge his complaint, free of charge, in English or French and the communication must clearly indicate that it is a complaint.
Complaints must always be sent in writing to the following address:

ARHS Cube S.A.,
13, Boulevard du Jazz,
L-4370 Belvaux

To the attention of the Compliance Officer
Or via an email to the following email address direction@arhs-cube.com
Or via a fax to the following number (+352) 28 48 38 50.

The complainant must in all cases indicate his full contact details (name and surname, address, telephone number) as well as the subject of his claim and describe precisely the alleged dysfunction of the services provided – if necessary, by providing supporting documents – in order to the person in charge of processing the complaint to assure an effective remediation.

Complaints handling process

Any complaint received from a complainant is dated the day of its receipt by ARHS Cube S.A.

A written acknowledgment of receipt will be provided to the complainant within a period of ten working days after receipt of the complaint, unless the response itself is provided to the complainant within this period, indicating the name and contact details (telephone, email, etc.) of the person handling the complaint (Compliance Officer).

All complaints submitted in writing are recorded in a dedicated file and kept for the period provided for by legal provisions in force.
ARHS Cube S.A. is committed to handle each complaint diligently, transparently and objectively, aiming at gathering and investigating all relevant evidence and information concerning the complaint. In addition, ARHS Cube S.A. seeks to communicate in a plain and easily comprehensible language with the claimant as well as to provide an answer without undue delay and in any case, within a period of one month from the date of receipt of the complaint.

If no response can be provided to the claimant within the aforementioned deadline due to the nature or complexity of the claim, the person in charge of the complaint will inform the complainant, indicating the reasons for the delay and indicating a deadline forecast for processing the request.

In the case the complainant cannot be provided with an answer or a satisfactory answer at the level at which he/she submitted his/her complaint in the first instance, he/she has the possibility to rise the complaint up to the level of the management of ARHS Cube S.A. by contacting:

Person responsible of complaint handling at Senior management level:
Paulo APOLINARIO
13, Boulevard du Jazz,
L-4370 Belvaux
Email : paulo.apolinario@arhs-cube.com

Out-of-court complaint resolution at the Commission de Surveillance du Secteur Financier (CSSF) level

When the complainant states that the answer to his written complaint given by the person responsible for handling complaints at the Senior Management level of ARHS Cube SA is not satisfactory, ARHS Cube S.A. must provide him/her with a full explanation of its position regarding the complaint and inform the complainant, on paper or by way of another durable medium, about the existence of the out-of-court complaint resolution procedure at the CSSF, by communicating its contact details:

Commission de Surveillance du Secteur Financier (CSSF)
Département Juridique – Service JUR – CC
283, Route d’Arlon L – 1150 Luxembourg
LUXEMBOURG
Fax: (+352) 26 25 1 – 2601
Email: reclamation@cssf.lu

CSSF website: https://www.cssf.lu/en/customer-complaints/ where the complainant can find useful information concerning the out-of-court complaint resolution procedure before the CSSF.