Exchange rules
1. Parties to the Agreement
This agreement is concluded between the Contractor — the AlpinaEx service providing financial asset exchange services — and the Client — an individual who accepts the terms of service.
2. Key Terms
2.1 Financial Asset Exchange — the service provided by the Contractor under this agreement.
2.2 Contractor — the AlpinaEx exchange service.
2.3 Client — the individual who agrees to the service terms.
2.4 Financial Asset — an electronic or fiat payment instrument involved in the exchange.
2.5 Order — an official request to perform a transaction, confirming agreement with the terms of the agreement.
2.6 KYC & AML — client identification and prevention of unlawful activities procedures.
2.7 AML/KYC Policy — a set of measures for client verification, transaction monitoring, and prevention of financial offenses in accordance with legislation.
2.8 Rate — the conversion price between different financial assets.
2.9 Commission Fee — a charge intended to prevent fraud and manage risky assets; an additional commission from 2% to 5% may be applied upon refund, but not exceeding 100 USDT.
3. General Provisions
3.1 The agreement takes effect from the moment the Client submits an order.
3.2 The agreement is considered concluded after the full crediting of funds to the Contractor's account.
3.3 The term of the agreement is from the creation of the order until its completion or cancellation.
3.4 The Client confirms acceptance of the terms within 24 hours after submitting the order.
3.5 The Contractor acts in accordance with the AML/KYC policy, which the Client must review.
3.6 The Contractor has the right to require passing a KYC check; refusal may lead to suspension of the transaction.
3.7 By concluding the agreement, the Client confirms acceptance of the Contractor’s AML/KYC policy.
4. Obligations of the Parties
4.1 The Contractor undertakes to perform the asset exchange for the established fee, transfer funds only to the details provided by the Client, and retain the exchange rate difference as payment for services.
4.2 Transfers to third parties are prohibited; the Client is responsible for violations.
4.3 The Client guarantees that the provided details belong to them.
5. Force Majeure and Liability
5.1 The Contractor is not responsible for delays or failures in payment systems caused by external factors or third-party actions.
5.2 The Contractor is not liable for errors in details provided by the Client.
5.3 The Client is responsible for the accuracy of the data provided.
6. Exchange Procedure
6.1 The exchange is considered completed after funds are transferred to the Client’s specified details.
6.2 If the amount differs by up to 10%, the Contractor recalculates the amount based on the actual received funds; if the difference exceeds 10%, the transaction may be canceled with a refund.
6.3 The provided details are valid for the specified period.
6.4 The Client agrees to pay for the order within the specified time and details, then notify the Contractor and provide a receipt (PDF) for fiat payments.
6.5 The Contractor is not responsible for funds if the Client fails to comply with payment and notification conditions.
6.6 The Contractor is not liable for losses due to incorrect transfers caused by erroneous details provided by the Client.
6.7 The Contractor is not responsible for delays caused by payment systems and banks.
6.8 The Contractor may freeze the order if interference with the service operation is attempted.
6.9 The Contractor has the right to verify the source of funds (AML/KYC).
6.10 The Contractor may request additional identity and payment verification without explanation; refusal may lead to transaction suspension.
6.11 The Client confirms legal ownership of the funds involved in the exchange.
7. Terms and Specifics of the Exchange
7.1 The Contractor may refuse to perform the transaction without explanation.
7.2 In the event of force majeure circumstances, the Contractor reserves the right to refuse the previously agreed exchange to the Customer or to recalculate it at the current exchange rate at the time of execution.
7.3 The Contractor is not responsible for funds sent without an order or to invalid details; such funds are not refundable.
7.4 Number of confirmations required for crediting funds by asset type:
- Tether USDT (TON, Polygon, AVAXC, Arbitrum) — 1
- Bitcoin, Bitcoin Cash, DASH — 2
- Litecoin, Dogecoin, Toncoin — 4
- Ethereum, Ethereum Classic, USDT (TRC20, ERC20, BEP20), USD Coin, Tron, BNB, DAI, Optimism — 6
- Monero — 150
- Solana — 30 and others.
7.5 Processing time for orders is up to 180 minutes (up to 3 business days in some cases) after funds are credited.
7.6 If payment is delayed by more than 72 hours after crediting, the Client may request a refund, except in cases of force majeure or partial payment.
7.7 If the exchange rate at the time the order is placed and at the time the digital assets are credited to the wallet differs by more than 0.1%, the service has the right to recalculate the order at the current rate. If the exchange rate changes in favor of the exchange service, the rate fixed in the order remains unchanged.
7.8 The Contractor does not accept funds sent from smart contracts and is not responsible for them.
7.9 Payments may be made in parts from different accounts to prevent blocking.
8. Additional Conditions
8.1 The Contractor may conduct additional checks and request documents, including video confirmation of transactions, following strict requirements.
8.2 Video requirements:
- Record the login process and transactions in the banking app or website (showing date, time, accounts, and participants).
- The video must be recorded on an external device, not via screen recording.
- The video must have a bright, moving background without editing.
8.3 When using a non-personalized bank card for the exchange (i.e., a card that does not bear the cardholder's full name on the plastic), the Customer is obliged to provide, upon request, an identity document, namely a passport of a citizen of the Russian Federation. The data from this document are required to carry out the identification procedure in accordance with applicable requirements.
8.4 Providing a photo of the personalized card (a selfie with the card) during verification does not revoke the Contractor's right to request the Customer's passport for final identity confirmation. The decision on the necessity of such a request is made by the Contractor unilaterally.
9. PROCESSING OF PERSONAL DATA
9.1 Purposes and Legal Basis for Processing
The Contractor processes users' personal data solely for the purpose of fulfilling exchange obligations, complying with financial monitoring requirements (AML/KYC), preventing fraud, ensuring transaction security, and responding to requests from state authorities. All data processing is carried out in strict accordance with the applicable legislation on personal data protection and combating money laundering.
9.2 Scope of Information Collected
Depending on the situation, the Contractor may request and store the following categories of data:
- Personal Data: Full name, date and place of birth, passport details, a photo with the identification document (selfie);
- Contact Information: email address, phone number, messenger account details;
- Payment Information: cryptocurrency wallet details, bank card and account numbers, transaction details;
- Technical Information: IP address, information about the devices used, history of inquiries and transactions.
9.3 Information Security Measures
To ensure data security, the Contractor has implemented a set of necessary technical and organizational measures, including encryption of communication channels and storage, restriction of employee access to confidential information, and regular security audits of the systems.
9.5 Purposes of Data Use
The collected information is used to verify the client's identity, prevent illegal actions, conduct exchange transactions, comply with instructions from regulatory authorities (tax service, financial intelligence unit, courts), and for internal investigation of suspicious activity.
9.6 Conditions for Data Disclosure to Third Parties
The Contractor undertakes not to transfer personal data to third parties, except in cases expressly provided for by law. Disclosure of information is possible solely:
- upon reasoned requests from law enforcement and judicial authorities;
- at the request of payment systems or partner banks as part of the investigation of disputed transactions;
- based on a court decision that has entered into legal force.
9.7 Retention Periods
Personal data is stored no longer than necessary for the purposes of processing:
- Minimum Period: 5 years from the date of the last transaction (in accordance with AML legislation requirements).
- Extended Period: Data may be stored longer than the established minimum if it is necessary to complete an investigation, court proceedings, or other official procedures.
9.8 User Rights and Limitations
The Customer has the right to request a full extract of their data, demand corrections to inaccurate information, or withdraw consent to processing. The review of such requests takes up to 10 business days.
Important: Withdrawal of consent or refusal to provide mandatory data may result in the inability to carry out AML/KYC procedures, which is grounds for refusing to provide exchange services.
9.9 Policy Changes
The Contractor reserves the right to update the text of this policy. All changes are published on the official website and take effect from the moment of their publication, unless otherwise provided by the new version.
10. Final Provisions
10.1 Dispute resolution and customer support are carried out via official chat, email, and Telegram.
10.2 Copying website materials without permission is prohibited.
10.3 The terms of the agreement may be changed with prior notice to users.