1.General provisions
1.1. These Rules regulate the procedure for the provision of services through the X-Pay exchange service (hereinafter referred to as the "Service") and define the rights, duties and responsibilities of the User and the Service when performing exchange operations.
1.2. By submitting an exchange request, the User confirms that he has read these Rules, the AML/KYC Policy and the Privacy Policy posted on the official website of the Service, understands their content and accepts their terms in full.
1.3. The User confirms that he has the necessary legal and legal capacity to perform exchange operations, acts on his own behalf, or has legitimate grounds for performing appropriate actions.
1.4. The User undertakes to provide reliable, up-to-date and complete information necessary for the execution of the application.
1.5. The User undertakes to use the Service exclusively for legitimate purposes and not to commit actions that may violate the requirements of the law or these Rules.
1.6. The Service provides services exclusively in accordance with these Terms, the AML/KYC Policy, the Privacy Policy and applicable law.
1.7. The Service has the right to change these Rules at any time without prior notice to Users. The new version comes into force from the moment of its publication on the official website of the Service.
1.8. Continued use of the Service after the publication of the new version of the Rules means the User's consent to the changes.
2 Definitions
2.1. Service means the X-Pay exchange service that provides services for exchanging digital assets and funds in accordance with the available exchange directions.
2.2. User means an individual or legal entity using the Service and creating an exchange order.
2.3. Exchange Order means an instruction created by the User to carry out an exchange transaction under the terms selected when creating the order.
2.4. Exchange Transaction means a transaction involving the exchange of digital assets and/or funds in accordance with the exchange direction selected by the User.
2.5. Digital Asset means cryptocurrency, token or any other digital asset supported by the Service.
2.6. Exchange Direction means the pair of assets selected by the User for exchange.
2.7. Incorrect Transfer means a transfer of digital assets or funds made in violation of the terms of the created exchange order, including the transfer of an unsupported asset, use of an incorrect network, incorrect payment details or any other mismatch with the order parameters.
2.8. Third-Party Infrastructure means banks, payment systems, blockchain networks, software providers, digital asset custody services, as well as other organizations and technical solutions used by the Service in the provision of services.
2.9. Digital Wallet Address means a unique identifier in a blockchain network intended for receiving or sending digital assets.
2.10. Bank Details means information required to make a transfer of funds.
2.11. Transaction Hash (TXID) means a unique identifier of a transaction in a blockchain network that allows confirmation of the transfer.
2.12. Service Business Hours means the period during which exchange orders and User requests are processed in accordance with the operating hours published on the official website of the Service.
2.13. Official Communication Channels means the methods of communication with Users published on the official website of the Service, including online chat, email and other means of communication used by the Service.
3. Creating an Exchange Order
3.1. To use the Service, the User shall independently create an exchange order through the official website of the Service by providing all information required for the execution of the exchange transaction.
3.2. Before confirming and paying for an exchange order, the User shall verify:
- the selected exchange direction;
- the exchange amount;
- the digital wallet address;
- the blockchain network used for the transfer;
- the bank details (where applicable);
any other information specified in the exchange order.
3.3. The User bears full responsibility for the accuracy and correctness of all information provided when creating the exchange order.
3.4. Once the digital asset or funds have been transferred, the parameters of the exchange order cannot be modified, except where such modification is expressly permitted by the Service.
3.5. Where the User provides incorrect payment details, selects an incorrect blockchain network, transfers an unsupported digital asset, or makes any other error when creating the exchange order, the User shall bear sole responsibility for any resulting consequences.
3.6. If, during the creation or execution of an exchange order, the Service identifies indications that the transaction is being carried out in the interest of, on behalf of, or for the benefit of a third party, the Service reserves the right to suspend the processing of the exchange order, request additional information, or refuse to execute the exchange order.
3.7. The Service reserves the right to refuse execution of an exchange order if the information provided by the User is incomplete, inaccurate, misleading, or otherwise insufficient for the proper execution of the exchange transaction.
4. Order Execution
4.1. Processing of an exchange order begins after the digital asset or funds have been received using the payment details provided by the Service and after all conditions required for processing the order have been satisfied.
4.2. The processing time of an exchange order depends on:
- the confirmation speed of the relevant blockchain network;
- the operation of banks and payment systems;
- the availability and performance of third-party infrastructure;
- the technical characteristics of the services involved;
any other circumstances beyond the reasonable control of the Service.
4.3. Where circumstances arise that prevent the proper execution of an exchange order, the Service reserves the right to temporarily suspend its processing until such circumstances have been clarified or resolved.
4.4. The processing time may be extended in the event of technical failures, interruptions, or delays caused by blockchain networks, banks, payment systems, third-party infrastructure, or other circumstances beyond the Service’s control.
4.5. The Service reserves the right to modify the order processing procedure where such modification is necessary to ensure the proper execution of the exchange transaction, maintain operational security, or prevent technical errors.
4.6. The Service’s obligations under the exchange order shall be deemed fulfilled once the digital assets or funds have been transferred to the wallet address or bank details specified by the User in the exchange order.
4.7. Upon completion of the exchange transaction, the User shall independently verify receipt of the digital assets or funds using the details specified in the exchange order. Failure to promptly notify the Service of any issue related to the execution of the exchange order may be considered confirmation that the exchange transaction has been completed without objections.
5. Incorrect Transfers
5.1. The User shall transfer only the digital asset, through the blockchain network, and to the payment details specified in the corresponding exchange order.
5.2. If the User transfers a digital asset that does not correspond to the parameters of the exchange order, including but not limited to a different digital asset, token, token standard, unsupported asset, blockchain network, or any transfer made outside the conditions of the created exchange order, the Service does not guarantee that such transaction can be processed.
5.3. The possibility of recovering or returning an incorrectly transferred digital asset shall be determined based on the technical capabilities of the infrastructure used and shall be assessed individually in each specific case.
5.4. If the recovery or return of an incorrectly transferred digital asset is technically impossible, the Service shall have no obligation to recover or return such asset.
5.5. Any expenses incurred in connection with the processing, recovery, or return of incorrectly transferred digital assets, including blockchain network fees and charges imposed by third-party service providers, may be deducted from the amount to be returned or shall be payable by the User prior to the refund.
6. Refunds
6.2. To consider a refund request, the Service may require the User to provide information and documents necessary to identify the transaction and verify the User’s entitlement to receive the refund.
6.3. Refunds shall be processed only after completion of all necessary verification procedures and exclusively by the method that is technically feasible under the circumstances.
6.4. The timeframe for processing a refund depends on the specific circumstances of the case, the technical capabilities of the infrastructure used, and, where applicable, the actions of third parties.
6.5. Refunds shall be made only to payment details that do not conflict with applicable law, these Rules, or the internal procedures of the Service.
6.6. The Service reserves the right to refuse a refund where the information provided by the User is insufficient to identify the transaction or verify the User’s entitlement to receive the funds or digital assets.
7. Third-Party Infrastructure
7.1. In providing its services, the Service relies on third-party infrastructure, including banks, payment systems, blockchain networks, digital asset custody providers, software providers, and other technical solutions.
7.2. The execution of certain transactions may depend on the availability, performance, and processing times of third-party infrastructure.
7.3. The Service shall not be liable for delays, restrictions, technical failures, service interruptions, or any other circumstances arising from the operation of third-party infrastructure.
7.4. Where the circumstances described in Clause 7.3 occur, the processing time of an exchange order or refund may be extended until such circumstances have been resolved.
7.5. The Service shall take reasonable measures to perform its obligations in a timely manner but has no control over, and assumes no responsibility for, the procedures, decisions, or processing times of third-party organizations or services.
8. Limitation of Liability
8.1. The Service shall be liable only for the proper performance of the obligations expressly set forth in these Rules.
8.2. The Service shall not be liable for any consequences arising from:
the User providing inaccurate, incomplete, or incorrect information;
errors made by the User when creating an exchange order;
selection of an incorrect exchange direction, blockchain network, digital asset, wallet address, or bank details;
acts or omissions of banks, payment systems, blockchain networks, or any third parties beyond the Service’s control;
technical characteristics, limitations, delays, or failures of blockchain networks, digital assets, or third-party infrastructure;
any circumstances beyond the reasonable control of the Service.
8.3. The Service shall not be liable for any indirect, incidental, or consequential damages, including loss of profit, loss resulting from changes in the value of digital assets, exchange rate fluctuations, or any other financial losses associated with the use of the Service.
8.4. The User is solely responsible for complying with the laws and regulations applicable in their country of residence and any legislation governing the transaction being carried out.
8.5. Where the User violates these Rules, the User shall bear sole responsibility for any resulting consequences.
9. Claims Handling
9.1. All User inquiries and claims shall be submitted through the official communication channels of the Service.
9.2. Claims and inquiries shall be reviewed in the order in which they are received.
9.3. Repeated inquiries regarding the same matter shall not affect the established review procedure.
9.4. Where necessary, the Service may request additional information or documentation required for the proper review of a claim.
9.5. Information regarding the status of a claim shall be provided as new information becomes available.
9.6. Where the review of a claim requires interaction with banks, payment systems, software providers, digital asset custody providers, or other third parties, the review period may be extended accordingly.
9.7. A claim shall be considered under review until the Service completes its investigation and provides a final response.
9.8. The Service reserves the right not to disclose its internal operating procedures, transaction processing methods, software architecture, security mechanisms, internal communications, or any other information constituting confidential business information or trade secrets, except where disclosure is required by applicable law.
10. Dispute Resolution
10.1. In the event of any dispute, the User shall first contact the Service through its official communication channels in an attempt to resolve the matter amicably.
10.2. The User shall provide all information and documentation reasonably requested by the Service for the purpose of reviewing the dispute.
10.3. Each dispute shall be reviewed individually, taking into account the specific circumstances of the case, these Rules, and other applicable policies of the Service.
10.4. Where objectively necessary, the Service reserves the right to conduct an additional review or investigation of the circumstances relating to the exchange transaction.
10.5. Where resolution of a dispute depends on information or actions from third parties, the Service shall issue its final decision after receiving the relevant information or upon completion of the necessary review procedures.
10.6. These Rules shall be read and applied together with the Service’s AML/KYC Policy and Privacy Policy published on the official website of the Service.
10.7. Any matters not expressly governed by these Rules shall be resolved in accordance with applicable law and the internal policies of the Service.