Exchange Terms & Procedure

Version v1.0 – 02.03.2026

This page describes how the exchange process works, how rates are fixed, how payments are handled, how customer support operates, and how compliance checks are performed.

This summary is provided for customer clarity and listing requirements. Full legal Terms of Use and Privacy Policy are available separately.

0. Wallet Verification & Travel Rule Requirements

To comply with regulatory requirements, deposits and withdrawals are currently supported only for self-hosted (personal) wallets that belong to the customer.

Exchange operations with third-party custodial wallets and exchange accounts are not supported at this time.

What this means for customers

  • Customers may send and receive crypto only to/from their own personal wallets.
  • Each wallet address must be verified before it can be used for deposits or withdrawals.
  • Wallet verification is performed inside the user account before the first transaction.

How wallet verification works

The customer must confirm control of the wallet address using one of the available verification methods shown in the interface.

Until wallet ownership is verified:

  • deposits from that wallet may be rejected or held,
  • withdrawals to that wallet will not be processed.

Important restrictions

  • Transfers to or from wallets belonging to other persons are not allowed.
  • Transfers to or from centralized exchanges or custodial services may be declined.
  • If funds are received from a non-verified or third-party wallet, the transaction may be paused and additional checks will be required.

These measures are required for compliance and fraud prevention and may be updated as regulations evolve.

1. How to Create an Exchange Order

To create an exchange order, the customer must:

  1. Register an account and complete identity verification (KYC).
  2. Select the exchange direction (asset you send → asset you receive).
  3. Enter the amount to exchange.
  4. Provide correct recipient payment details (wallet address or bank/card details).
  5. Review the quoted rate and final amount to be received.
  6. Confirm and create the order.
  7. Follow the payment instructions shown on the order page.

Orders are processed only after the customer sends funds according to the provided instructions.

2. Exchange Rate Fixing Conditions

  • The exchange rate is fixed at the moment the order is created.
  • The rate is locked for 30 minutes from order creation.
  • The customer must send funds within this lock period.

If funds arrive after the rate lock expires:

  • If the market rate has changed by 1% or less, the order may be executed at the updated market rate.
  • If the market rate has changed by more than 1%, the order will be automatically cancelled.

In case of automatic cancellation due to a rate change exceeding 1%:

  • The customer will be notified via email.
  • The received funds will be credited to the customer’s internal wallet within their account.

After funds are credited to the internal wallet, the customer may choose to:

  • Create a new exchange order using the updated rate directly from the internal wallet, or
  • Withdraw the funds from the internal wallet to a verified external wallet.

All fees are included in the displayed rate unless stated otherwise.

3. Customer Payment Terms

Customer obligations:

  • Send the exact amount specified in the order.
  • Use only the payment method shown in the order instructions.
  • Send funds only after creating the order.
  • Include required payment references where applicable (for bank transfers).
  • Use only accounts and wallets that belong to the customer.

Important:

  • Sending a different amount may cause delays or manual processing.
  • Sending funds from third-party accounts may trigger compliance review.
  • Network and bank delays are outside exchanger control.

4. Exchanger Payment Terms

After receiving customer funds and required confirmations, the exchanger:

  • Processes the exchange according to the selected route.
  • Sends outgoing funds within 15–60 minutes for crypto routes after confirmations.
  • Sends fiat payouts within 1 business day for SEPA/card routes.

Additional conditions may apply depending on:

  • customer location,
  • banking partner requirements,
  • blockchain congestion,
  • compliance review status.

    • If additional verification is required, processing may be paused until resolved.

5. Processing Time

Typical processing times:

  • Crypto → Crypto: after required network confirmations (usually 1–6 confirmations).
  • Fiat → Crypto: after fiat funds are credited.
  • Crypto → Fiat: within 1 business day after confirmations.

Some routes may be processed manually.

6. Customer Support After Payment

If funds have been sent and assistance is needed, the customer can contact support via:

  • Live chat on the website
  • Support email

Support requests should include:

  • Order ID
  • Transaction hash / payment confirmation
  • Sent amount and asset
  • Date and time of payment

Average response time: within 1 hour during business hours.

7. Force Majeure & Exceptional Situations

In exceptional situations outside normal control, processing may be delayed. Examples include:

  • Bank account blocked due to transaction review
  • Customer bank blocking incoming transfer
  • Blockchain network outages or congestion
  • Incorrect payment details entered by the customer
  • Payment sent to the wrong address by the customer
  • Regulatory or compliance restrictions

Communication procedure:

  • The exchanger will notify the customer via email and/or account notification.
  • Support will provide required next steps.
  • Resolution may include re-sending, refunding, or holding funds pending verification.

If the customer provides incorrect payment details, recovery is not guaranteed and depends on technical and legal feasibility.

8. AML / KYC / KYT Checks

Compliance checks are mandatory.

  • Identity verification (KYC) is required during registration.
  • All transactions are subject to AML and blockchain monitoring checks (KYT).
  • The exchanger may request additional documents at any time.
  • Transactions may be temporarily held during review.
  • If verification is not passed, funds may be returned minus network and processing costs.

Use of third-party accounts or wallets may result in order suspension.

9. Suspicious or Blocked Transactions

The exchanger reserves the right to:

  • pause processing,
  • request additional documents,
  • hold funds during compliance review,
  • refuse the transaction,
  • return funds to the original source when possible.

Refunds, if approved, are sent after verification and may deduct network and operational fees.

10. Personal Data Processing

Customer personal data is processed and stored according to our Privacy Policy:

Privacy Policy

11. Communication Methods

Official communication channels:

  • Account notifications
  • Registered email
  • Website chat support

Only messages from official channels should be treated as valid.