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P1 Dispute Resolution And Complaints Handling Policy

How we handle disputes and resolve customer complaints fairly and efficiently

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Disputes & Complaints

P1 (“P1”, “we”, “us”) aim to provide a high standard of service at all times. We are committed to resolving client concerns quickly, fairly, and transparently. Clients are encouraged to contact our support team before initiating any payment dispute, chargeback, or formal complaint.

Stage 1: Support Resolution

Clients should first contact P1 through one of the following channels:

  • Live Chat (available through the P1 website and client dashboard)
  • Email: [email protected]

Many issues can be resolved quickly through our live chat service, which is the recommended first point of contact for operational, platform, and account-related enquiries.

P1 will endeavour to provide an initial response within five (5) business days.

Stage 2: Formal Complaint Review

If a matter remains unresolved following the initial support review, clients may submit a formal complaint for escalation.

Formal complaints should be submitted to: [email protected]

The complaint should include:

  • Full name and registered email address;
  • Account or order number;
  • A detailed description of the issue;
  • Relevant transaction details;
  • Supporting documentation or evidence.

Upon receipt, the matter will be escalated internally for review and investigation.

P1 aims to acknowledge formal complaints within five (5) business days and provide a final response within ten (10) business days where reasonably practicable.

Final Stage – Dispute Resolution

If a dispute remains unresolved following P1’s support and formal complaint procedures, the parties agree to make reasonable efforts to resolve the matter amicably before commencing legal proceedings.

Nothing in this policy prevents either party from seeking remedies through the competent courts of the applicable jurisdiction where appropriate.

Governing Law and Jurisdiction

This policy and any dispute, claim, or controversy arising out of or relating to it shall be governed by and construed in accordance with the laws of Cyprus.

The courts of Cyprus shall have exclusive jurisdiction to resolve any dispute arising from or relating to this policy.

Chargebacks and Payment Disputes

Clients should allow P1 a reasonable opportunity to investigate and resolve any dispute before initiating a chargeback or payment dispute through their bank, card issuer, or payment provider.

Initiating a chargeback or payment dispute without first attempting resolution through P1’s support process may result in:

  • Temporary/permanent suspension of services;
  • Restriction or termination of account access;
  • Forfeiture of access to purchased services;
  • Restriction from future participation in P1 programs.

P1 reserves the right to provide relevant account records, trading records, communications, transaction information, and supporting documentation to payment providers, banks, card issuers, and dispute resolution bodies in connection with any payment dispute or chargeback investigation.

Fraud Prevention and Abuse

P1 maintains strict fraud prevention procedures to protect clients, payment systems, and the integrity of the platform.

Refund requests, disputes, and account activity may be reviewed for:

  • Identity verification;
  • Payment fraud;
  • Chargeback abuse;
  • Multiple account abuse;
  • Bonus or promotion abuse;
  • Breaches of the P1 Terms and Conditions.

Where fraudulent activity or abuse is identified, refunds may be denied and accounts may be suspended or permanently restricted.

Limitation of Refund Rights

Refunds are provided at P1’s discretion and in accordance with the P1 Refund & Cancellation policy.

Nothing in this policy shall be interpreted as creating an unconditional right to a refund where services have been delivered, consumed, or materially used.

P1 reserves the right to refuse refund requests that do not satisfy the eligibility requirements outlined in this policy.

Policy Amendments

P1 reserves the right to amend, modify, or update this policy at any time.

Any changes become effective immediately upon publication on the P1 website.

Continued use of P1 services following publication of an updated version constitutes acceptance of the revised policy.

Contact Information

For questions regarding this policy, refunds, disputes, or complaints, please contact:

p1 proprietary markets

Community

Social Media

Important Information & Disclaimer

Simulated Trading Environment

All trading activities performed using our trading platform are executed in a simulated environment. Please note that, we only offer virtual demo accounts where live market conditions are simulated and any reference to “funded” used on our website or in any of our terms and conditions is a reference to virtual funding only. Furthermore, users should be aware that the trading results in this environment do not reflect real trading outcomes.

The simulated trading environment in our trading platform is specifically designed for educational and evaluation purposes only. The “funds” provided to you for the evaluation are Simulated and do not represent any form of real currency and therefore you have no right to possess those simulated funds beyond the scope of their use within the trading portal and for the sole purpose of the evaluation.

No Investment Services

The Company does not solicit or recommend the purchase or sale of any financial instruments, securities, or funds. The Company does not act as a broker, custodian, or financial intermediary.

Participation in any of our programs is entirely voluntary, and all fees paid to the Company are strictly service fees. Program fees are not deposits, do not represent client funds, and should not be considered investments under any circumstances. These fees are non-refundable once paid, except where required by applicable law, and they do not earn interest, returns, or profit sharing of any kind.

Nothing on this website or in our programs constitutes an offer to buy or sell futures, options, CFDs, forex, stocks, or any other financial instruments. Hypothetical and/or simulated performance results have fundamental limitations. Moreover, since the trades have not been executed, the results may have under- or over-compensated for the impact of any market factors, such as lack of liquidity.

General Risk Warning

Trader accounts aim to simulate trading that can be closely aligned, including, commissions and spreads. However, the evaluation is challenging and may not be suitable for all individuals. You should carefully consider your objectives, level of experience, and risk tolerance before participating.

Corporate & Related Entities

Peak1 Proprietary Markets Ltd (HE489086) is a limited liability company incorporated under the laws of Cyprus with registered address Promitheos 14, Nicosia 1065, Cyprus.

P1 Prop Markets Ltd

(No 2026-00370) is a limited liability company incorporated under the laws of St Lucia with registered address at 1st Floor, The Sotheby Building (FortGate Offshore Investment and Legal Services), Rodney Bay, Gros-Islet, P.O. Box 838, Castries, Saint Lucia.

Restrictions

Services are not offered to residents of certain jurisdictions, including Afghanistan, Central African Republic, Congo (Brazzaville), Crimea, Cuba, Democratic People’s Republic of Korea (DPRK), Democratic Republic of Congo, Donetsk, Guinea, Haiti, Iran, Iraq, Libya, Mali, Myanmar (Burma), Puerto Rico, Russian Federation, Palestinian Territory, Syria, Somalia, South Sudan, Sudan, Ukraine, United States of America, United States Virgin Islands, Vatican City, Yemen. In addition, any countries on the FATF and EU/UN sanctions lists.

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