Terms of Exchange Services by Capital Cash

1. General Provisions

This Agreement sets forth the terms and conditions for the provision of digital asset exchange services by the "capital.cash" service (hereinafter referred to as the "Service"). Before using the Service, the Client must carefully read and fully accept these Terms. If the Client disagrees with any part of this Agreement, they are prohibited from using the Service. The act of using the Service constitutes the Client’s unconditional acceptance of all provisions of this Agreement.

2. Exchange Request Conditions

2.1 The Client must create an exchange request on the Service’s website and provide up-to-date contact information.

2.2 To submit a request, the Client must complete a form on the website specifying:

- The amount and currency for exchange;

- Payment details for receiving funds;

- Personal information if required, and email address.

2.3 The Client is responsible for the accuracy of the provided information.

2.4 Exchange of payment details between the Client and the Service is carried out exclusively through the Service’s website. If changes are necessary (e.g., a bank rejects the payment), updated details will be sent to the Client's email address provided in the request after the Client requests replacement of the payment details. The Client must independently verify the authenticity of the received email or clarify it through the Service’s online support. The official email address of the Service is: info@capital.cash.

2.5 The Service operates exchanges daily from 10:00 to 00:00 Moscow time.

2.6 For exchanges where the Client sends fiat funds to the Service, a one-time card verification is required. The Client must submit a photo of the card showing the sender’s name against the background of the request number for the payment. Verification is done manually by a Service operator, takes no more than three minutes, and is required only once.

3. Exchange Rate Conditions

3.1 The exchange rate is fixed at the moment the funds are received at the Service's specified address or bank details.

3.2 If the request cannot be processed for reasons beyond the Service’s control, its status is updated to "Pending" until payment becomes possible. The exchange rate will be recalculated (upward or downward) at the time of actual payment to the Client. If recalculation occurs, the Service will notify the Client about the rate change before the payment is made.

3.3 The rate shown on the Service’s website includes all possible additional fees and is final for the Client.

4. Payment Conditions and Deadlines by the Client

4.1 After creating a request, the Client must complete payment within one hour.

4.2 If payment is not received within the set period, the request will be automatically canceled, and the provided payment details will become invalid. In this case, the Client must create a new request to receive updated payment details.

4.3 A request is considered paid only if the deposit is made within the designated time frame.

4.4 If any payment issues arise, the Client must immediately contact the Service’s support team and report the problem.

4.5 When paying via the Faster Payments System (FPS), the Client must use only the provided payment details: Bank name / Phone number / Recipient's full name.

4.6 If payment is made to a different bank (even using the same phone number), the request is considered unpaid.

5. Payment Conditions and Deadlines by the Service

5.1 The standard payment processing time by the Service is up to three hours after the Service receives the Client’s payment. Exchanges are carried out manually or semi-automatically.

5.2 In case of force majeure (e.g., technical failures), the payment processing time may be extended, and the Client will be notified accordingly.

5.3 For international transfers or specific regions, processing times may vary depending on banking or other procedures.

5.4 Payment of an application by the service may be split into instalments.

5.5 The exchange is considered complete once the Client has received the funds.

6. Consultation Format

Clients can contact the Service via:

- Email: info@capital.cash;

- Online chat on the website;

- Phone / WhatsApp: +420 721 814 159.

Support is available from 10:00 to 00:00 Moscow time.

The maximum support response time is 1 hour.

The Service undertakes to maintain communication with clients, partners, government bodies, and other services.

7. Interaction in Case of Force Majeure

Blocking of the Service’s Bank Account

7.1 In the event of a Service account being blocked, the Client will be immediately notified and offered an alternative method of payment or a refund. The refund fee will not exceed the actual costs incurred.

Inability to Complete Request Due to Client's Account Block

7.2 If completion of a request is impossible due to the Client’s account being blocked, they will be offered an alternative payment or refund method. The refund fee will not exceed the actual costs incurred.

Erroneous Fund Transfer Due to Client's Mistake

7.3 In the case of an erroneous fund transfer (incorrect payment details provided by the Client), the Service will provide necessary assistance but does not guarantee full recovery of funds. Each case is assessed individually.

Erroneous Transfer via FPS to a Different Bank

7.4 If the Client transfers funds via FPS to the correct phone number but a different bank, the Client must provide:

- Proof of the transaction (statement, video, receipt);

- An official request for refund.

The Service will assist but does not guarantee full recovery of funds. Each case is assessed individually.

Payment Delay, Payment Rejection by Bank, or Additional Information Request

7.5 In case of delays, payment rejection, or additional information requests by the bank, the Service may require the Client to provide:

- City and residential address;

- Date of birth;

- Full name;

- Copies of identification documents.

7.6 The Service may also request further confirmations such as:

- Payment confirmation video (format specified by support);

- PDF files and other bank statements.

8. Personal Data Processing and Storage

The Service collects and processes the following data:

- Client's full name;

- Wallets and payment details;

- Transaction history;

- Copies of documents for KYC procedures.

8.1 Data is encrypted and securely stored. The Service commits not to disclose personal information to third parties.

8.2 The Client consents to data processing when creating a request on the Service’s website.

9. AML/KYC/KYT Compliance

AML Checks

9.1 Each suspicious transaction is checked using getblock.net for risk assessment.

9.2 Deposits with an AML risk score above 40% may be temporarily frozen indefinitely.

9.3 Transactions flagged with high-risk tags such as:

- DARK SERVICE, SCAM, STOLEN, MIXING (MIXER), SEXTORTION, RANSOMWARE, HACK, PHISHING, TERRORISM FINANCING, FRAUD, BLACKLIST, STILL UNDER INVESTIGATION, CYBERCRIME ORGANIZATION, NARCOTICS, CHILD ABUSE, HUMAN TRAFFICKING, SANCTIONS,

and other high-risk categories are subject to additional checks and indefinite freezing.

9.4 By creating a request, the Client consents to the verification of received crypto-assets in accordance with the Service's AML policy.

KYC Procedures

Clients with frozen funds must provide:

9.5 Source of funds (screenshots, transaction confirmations);

9.6 Purpose of transfer (contracts, correspondence);

9.7 A photo with their ID and a handwritten date on a piece of paper.

The Service will forward the necessary documents to the liquidity provider to request the unfreezing of funds.

The Service commits to supporting the Client throughout the unlocking process and to promptly notifying the Client of any additional information requests.

Unfreezing of Funds

Client data verification may take up to seven days.

After unfreezing, the funds are returned to the sender’s wallet. A refund fee of up to 5% of the amount may apply.

10. List of Countries Not Serviced

To reduce risk, the Service does not accept clients residing in the following countries:

USA, Afghanistan, Albania, Angola, Algeria, Bangladesh, Barbados, Bolivia, Botswana, Burma (Myanmar), Burundi, Cambodia, Central African Republic, Chad, Congo, Conakry, Ivory Coast, Cuba, North Korea, Ecuador, Egypt, Equatorial Guinea, Eritrea, Ghana, Guinea-Bissau, Haiti, Guyana, Iran, Iraq, Laos, Lebanon, Libya, Mali, Morocco, Myanmar, Nepal, Nicaragua, North Macedonia, Pakistan, Panama, Somalia, South Sudan, Sudan, Syria, Tunisia, Uganda, Vanuatu, Venezuela, Yemen, Zimbabwe, Jamaica.

11. Final Provisions

By making an exchange, the Client agrees to these terms.

The Service reserves the right to amend its Terms and AML/KYC policies without notifying clients.

Rules