Consumer Protection

The following types of losses are covered under this framework:

• Unauthorized Transactions: Losses resulting from unauthorized access to or use of customer accounts due to our gross negligence, wilful misconduct or fraud.
• Account Breaches: Losses resulting from breaches directly attributable to gross negligence, wilful misconduct or fraud by the Company.
• System Errors: Losses due to system malfunctions, downtime, or failure to meet system availability commitments.

For losses of customers’ assets arising from fraud or negligence on the part of the Company, the Company will evaluate the extent of the customer’s loss and its financial implications. The Company will then provide the customer with a written summary of the investigation findings and next steps.

You can report the loss through our designated customer support channels and submit any required evidence to support your claim. The investigation timeframe depends on the complexity of the case, but the Company strives to resolve claims as quickly as possible. Updates will be provided to the customer throughout the process.

You can give instructions to the Company regarding your digital assets through the authorized channels specified in our platform. If you wish to authorize another person to act on your behalf, you must provide written authorization clearly outlining the extent of their authority and any limitations.

Yes, you can authorize another person to manage your digital assets by providing explicit written instructions to the Company. The extent of the authorized person’s power and any limitations on their authority will need to be specified in your authorization.

The Company cannot realize your assets held as collateral for its own obligations or liabilities. Your assets are safeguarded in a bankruptcy-remote structure, ensuring they are segregated from the Company’s proprietary assets and liabilities. This means that, in the unlikely event of the Company’s insolvency, your assets remain protected and are not subject to claims by the Company’s creditors.

The Company will only realize your collateral under the terms explicitly agreed upon in the Custodian Master Service Agreement, such as to settle your own liabilities or obligations arising under that agreement.

No, all client assets are segregated. The Company ensures that your assets are held separately from those of other customers. This segregation provides an additional layer of security and ensures that your ownership rights are clearly identifiable in our records at all times.

The Company will manage entitlements, such as dividends or interest, and the exercise of rights, such as voting, in accordance with your instructions or as outlined in the terms and conditions. We will ensure that all benefits arising from your ownership of digital assets are credited to you.

The Company will provide regular updates on the safeguarding of your assets, including monthly statements and notifications of any significant events affecting the assets. This information will be accessible through your customer account or other communication channels.

The Company will disclose all applicable fees and costs for safeguarding your digital assets in the terms and conditions. These may include charges for custody and other related services. A detailed fee schedule will be provided for your review before you deposit assets with us.

You can access the full terms and conditions by requesting a copy from our customer support team. These terms will be provided to you before you deposit any assets with the Company.