Terms of Service

1. Introduction

These Terms of Service ("Terms") govern your use of the cryptocurrency exchange service made available by Emoney Service ("we", "us" or "our") through this digital service (the "Service").

By accessing or using the Service, you ("you", "Customer" or "User") agree to be bound by these Terms. If you do not agree, you must not use the Service.

2. Definitions

The following terms have the meanings set out below:

• Order — a request created through the Service to exchange one cryptocurrency or fiat amount for another, including OTC cash transactions where applicable.
• Rate — the exchange ratio applied to an Order, displayed at the moment of Order creation.
• Fixed Rate — a Rate locked at the time the Order is created.
• Float Rate — a Rate that follows the market until the Order is settled.
• Funds Received — the moment at which the deposit transaction has reached the number of network confirmations specified for the relevant blockchain on the Order detail page.
• Working Hours — the support hours published in the Service.

3. Eligibility

You may use the Service only if you (a) are at least 18 years old or the age of legal majority in your jurisdiction, (b) are not resident in or accessing the Service from a jurisdiction on the country blacklist set out in clause 16 of these Terms, (c) are not subject to any sanctions list screened by us under clause 12, and (d) have full legal capacity to enter into a binding contract.

You are responsible for ensuring that your use of the Service is lawful in your country of residence. Restrictions on cryptocurrency activity vary widely; we do not provide legal advice on the applicability of local laws to your use of the Service.

4. Account registration

Some features of the Service can be used without an account, including the public exchange calculator and creation of individual Orders. Other features — including OTC requests, transaction history and Order modification — require an account.

When you create an account you must provide accurate information and keep it up to date. You are responsible for the confidentiality of your credentials and for all activity on your account. We strongly recommend enabling two-factor authentication.

5. The Service

The Service allows you to (a) create Orders to exchange supported cryptocurrencies and, in certain regions, fiat currency through our OTC service, and (b) view the status and details of your Orders.

Online cryptocurrency-to-cryptocurrency swaps may be routed through external liquidity or routing partners. The applicable Rate displayed at Order creation reflects the rate received from the routing partner, plus our spread and any commission disclosed before you confirm the Order.

We do not custody Customer balances. Funds flow through the Order transaction and are sent directly to the destination address you provide.

6. Exchange orders

6.1. Order creation

An Order is created when you complete the exchange form, accept these Terms and the AML / KYC consent presented at confirmation, and submit the Order. Each Order is assigned a unique Order ID which you must reference in any support enquiry.

6.2. Required information

To process an Order, you must provide a valid destination address for the asset you wish to receive and, where required by the destination network (for example XRP, TON, BNB), the exact memo or tag specified by the receiving wallet. If you omit a required memo or tag, funds may be lost without possibility of recovery.

6.3. Order modifications

Modifications to a confirmed Order — including changes to the destination address — require additional authentication. We may refuse modifications that, in our reasonable judgement, increase the risk of fraud or money-laundering.

6.4. Status notifications

We send status notifications on Order creation and on each material status change to the channel you specified at Order creation (email and, where you have provided one, Telegram).

7. Rates and rate fixation

7.1. Fixed Rate

A Fixed Rate locks the amount you will receive at the moment the Order is created. The Fixed Rate is valid for the period displayed on the Order detail page. If the deposit is not received within that period, the Order may be re-quoted at the prevailing Rate or refunded.

7.2. Float Rate

A Float Rate follows the market until the swap completes. You may receive more or less than the indicative amount depending on price movements between Order creation and settlement.

7.3. Disclosure of changes

If the Rate may change after you have paid, the conditions of such change and the reference exchange used are disclosed on the Order detail page before you submit the Order.

8. Fees and commissions

The Rate displayed at Order creation includes all fees and commissions retained by us. Standard blockchain network fees still apply and are deducted from the gross amount; the net amount you receive is shown before you confirm.

For OTC transactions, the rate is agreed individually with the OTC manager and reflects cash-handling and in-person logistics. All details are displayed before you accept the OTC quote.

9. Refunds and cancellations

9.1. Eligible situations

You may request a refund when (a) the deposit is received but the Order is in the "Emergency" state and you do not wish to proceed at the Float Rate, (b) the network used for the deposit is incompatible with the Order, or (c) we are unable to complete the Order for reasons attributable to us.

9.2. Refund mechanics

Refunds are issued to a refund address you provide manually. Processing time and any refund costs are disclosed through the Service or support channel before the refund is completed.

9.3. Non-refundable cases

We cannot refund Orders where (a) the funds were sent to the destination as instructed and the destination network has confirmed receipt, (b) the loss results from a wrong destination address or missing memo provided by you, or (c) the law prohibits the refund (for example, suspected sanctions or money-laundering).

10. AML / KYC obligations

We apply risk-based Anti-Money-Laundering and Counter-Terrorism-Financing controls, including controls informed by FATF Recommendations and the AML / KYC Policy available in the Service.

By creating an Order you confirm that the funds involved have a legitimate origin and that you are not subject to any of the sanctions lists set out in clause 12. You may be required to complete Customer Due Diligence verification before an Order can be processed.

11. Order execution and completion

An Order is considered completed only after the funds have been sent from our routing partner to your destination address and the destination network has confirmed the transaction. For cryptocurrency Orders, the number of network confirmations required is shown on the Order detail page.

For OTC cash transactions, the Order is considered completed once the cash has been counted and confirmed by the OTC manager and the corresponding cryptocurrency has been sent to your destination address.

12. Sanctions and prohibited use

We screen Customers and counterparties against sanctions, watchlist, and risk-screening sources. You must not use the Service to (a) process funds derived from criminal activity, (b) transact with sanctioned parties, (c) circumvent applicable laws, including tax obligations, or (d) trade with funds derived from custodial wallets you do not control or from peer-to-peer platforms.

13. Force majeure

We are not liable for failures or delays caused by events beyond our reasonable control, including network congestion, blockchain reorganisations, downtime of liquidity partners or third-party services, government actions, or natural disasters. In a force-majeure event we will, where possible, give you the option of cancelling the Order and receiving a refund.

14. Limitation of liability

To the maximum extent permitted by applicable law, our aggregate liability for any Order is limited to the amount of that Order. We are not liable for (a) indirect, consequential or punitive damages, (b) loss of profits, opportunity or expected gains, (c) losses arising from inaccurate information provided by you, including wrong destination addresses or missing memos, or (d) movements in the market price of any cryptocurrency.

15. Complaints and response times

We strive to respond to customer enquiries within the response times published in the Service. Complaints may be submitted through the support channels published in the Service. Where appropriate, we may also respond on public platforms after becoming aware of a claim. A claim is considered withdrawn only once we have fulfilled our financial obligations to you in full.

16. Country availability

The Service is available only in supported regions and may be restricted based on risk, compliance, sanctions, or operational requirements. We may refuse access or Orders from unsupported or restricted regions.

17. Suspension and termination

We may suspend or terminate your access to the Service if (a) you breach these Terms, (b) we are required to do so by law or by a competent authority, (c) we reasonably suspect fraud, money-laundering or terrorism financing, or (d) you supply false or misleading information.

You may close your account at any time by contacting support. Termination does not affect Orders already in progress or obligations that survive termination by their nature.

18. Changes to these Terms

We may amend these Terms from time to time. The current version is always available in the Service. Material changes will be notified through the Service. Continued use of the Service after the effective date of an amendment constitutes acceptance of the amended Terms.

19. Governing law and dispute resolution

Any dispute should first be submitted through the support channels published in the Service so we can try to resolve it by negotiation. Nothing in this clause prevents you from invoking mandatory consumer-protection rights granted by the law of your country of residence.

20. Contact

You may contact us through the support channels and working hours published in the Service.