Exchange Terms & Procedure

Version v1.0 – 02.02.2026

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.

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 20 minutes from order creation.
  • The customer must send funds within this lock period.
  • If funds arrive after the rate lock expires:
    • the order may be recalculated at the current market rate, or
    • the customer may be offered a revised quote.

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.