This User Agreement (hereinafter referred to as the “Agreement”) sets out the rules for using the Cryptosha service and governs the interaction between the User and the Service when carrying out exchange transactions.
Before creating an Order, the User is advised to carefully review this Agreement, the AML/KYC Policy, and the terms applicable to the selected exchange direction.
By creating an Order and using the Service, the User confirms that they have reviewed and accepted the terms and conditions published by Cryptosha governing exchange transactions.
1.1. Cryptosha provides a service for the exchange of digital assets and other currencies and payment instruments available on the website in accordance with the exchange directions published on the website.
1.2. The User independently selects the exchange direction, transaction amount, and other available Order parameters.
1.3. Use of the Service constitutes the User’s acceptance of this Agreement, the AML/KYC Policy, and the terms of the specific Order.
1.4. To ensure transaction security, Cryptosha applies a risk-based approach, automated transaction analysis, and, where necessary, additional AML/KYC procedures.
2.1. User, Client, Customer — a person using the Cryptosha Service and creating an Order for an exchange transaction.
2.2. Contractor, Service, Cryptosha — the exchange service available at cryptosha.top.
2.3. Order — an electronically generated instruction submitted by the User for an exchange transaction under the terms displayed when the Order is created.
2.4. Exchange Rate — the ratio between the values of the assets used to calculate the exchange transaction.
2.5. Fiat Funds — traditional currencies and monetary funds used within banking and payment systems.
2.6. Digital Assets — cryptocurrencies and other digital assets available for exchange through the Service.
2.7. AML/KYC — procedures applied by the Service for transaction analysis, risk management, User identification and, where necessary, verification of the source of funds.
3.1. The User shall provide accurate information and carefully verify the payment details, amount, exchange direction, and other Order parameters before sending funds.
3.2. The User is responsible for the consequences of providing incorrect payment details or information, or sending funds in a manner different from that specified in the Order.
3.3. The User shall not use the Service for fraudulent, unlawful, or other transactions that create a material risk to the Service, its users, or participants involved in processing the payment.
3.4. Where necessary, the User shall provide information required to identify the transaction, conduct an AML/KYC review, verify ownership of payment details, or confirm the source of funds.
3.5. The User shall not take any action intended to disrupt the operation of the website, its software components, or infrastructure.
3.6. If a delay, error, or other non-standard situation occurs, the User shall promptly contact the Support Service and shall not make a repeated payment without prior confirmation from Support.
4.1. Cryptosha processes exchange transactions in accordance with the terms of the created Order and the rules published on the website.
4.2. The Service provides Users with informational and technical support regarding exchange transactions.
4.3. The Service may conduct AML/KYC reviews, analyze transactions, assess risk factors, and request information required for the secure processing of a transaction.
4.4. Where reasonable risk factors are identified, the Service may temporarily suspend processing of a transaction until an additional review has been completed.
4.5. The Service takes reasonable measures to protect information received from Users and to restrict access to such information.
Check the amount, payment details, selected exchange direction, and Order terms. If a delay or error occurs after funds have been sent, contact Support before taking any further action or making another payment.
5.1. The User is given 30 minutes to pay for the Order after receiving the payment details. If payment is not made within this period, the Order may be automatically cancelled.
5.2. Unless expressly stated otherwise in the terms of a specific exchange direction, the exchange rate is not fixed for the entire payment period and may be recalculated if market conditions change materially before the funds are actually received.
5.3. If payment is made after the specified period has expired, the User must contact Support. The possibility of processing such an Order and the applicable exchange rate shall be determined based on the actual time the funds were received and the current conditions of the exchange direction.
5.4. The standard processing time after payment has been received is from 10 to 180 minutes, provided that the transaction does not require additional review.
5.5. Processing time may be extended due to banking or technical delays, increased blockchain network load, AML/KYC review, verification of payment details, or other circumstances affecting the transaction.
5.6. If the value of a digital asset changes by more than 0.15% between the time the Order is created and the time the funds are actually received, the transaction amount may be recalculated using the current exchange rate at the time the funds are received.
5.7. An Order is considered completed once the payment specified in the Order has been made to the User.
5.8. Once the payout process has begun, cancellation of the transaction may be technically impossible. The possibility of a refund depends on the actual processing stage of the Order.
5.9. The speed of cryptocurrency transaction confirmation depends on the operation of the relevant blockchain network and is not controlled by Cryptosha.
5.10. If the amount actually received differs materially from the amount specified in the Order, the transaction may be suspended until the User contacts Support and the further processing procedure is clarified.
5.11. In the event of a minor discrepancy in the amount received, the Service may automatically recalculate the final exchange amount in proportion to the funds actually received.
5.12. If the transaction cannot be completed due to incorrect payment details provided by the User, the Order may be suspended until correct information is provided or a refund procedure is agreed upon.
The User is advised to contact Support regarding an incorrectly created or paid Order within 60 calendar days from the date of the transaction and provide the information necessary to identify the payment.
After this period has expired, the Service does not guarantee the retention of all technical information or the ability to identify the transaction. However, the expiration of the 60-day period does not in itself mean that the funds become the property of the Service.
Requests submitted after this period are reviewed on a case-by-case basis. If the transaction can be reliably identified and ownership of the funds by the User can be confirmed, the Service will take reasonable measures to resolve the matter.
In the event of a refund, actual expenses directly associated with returning the funds may be deducted.
5.14. The User must make payment only to the current payment details specified in the active Order. Sending funds to previously used or other payment details is at the User’s risk and may require additional payment identification.
5.15. For certain exchange directions, a payout may be divided into several transactions due to payment infrastructure requirements, limits, security considerations, or the need to reduce the risk of a transfer being blocked.
5.16. Any changes to payment details or other material Order parameters after the Order has been created must be agreed with Support before the payout begins.
For exchanges involving fiat funds, the Service may request verification that the bank card or other payment details belong to the sender.
Such verification is used to prevent fraud, transfers from unidentified third parties, and other transactions involving increased risk.
Verification may require a photograph of the card or other evidence sufficient to establish the owner of the payment details and their connection to the relevant Order.
- bank card PIN codes;
- CVC/CVV codes;
- SMS or push-notification verification codes;
- passwords for banking applications;
- seed phrases or private keys for cryptocurrency wallets;
- any other confidential information that could provide access to the User’s funds.
5.18. In circumstances beyond the reasonable control of the Service, including significant technical failures, disruptions affecting payment infrastructure, blockchain networks, or third-party services, transaction processing times may be extended until the relevant circumstances are resolved.
5.19. If the User has already sent funds but the payment is delayed, the User must contact Support and must not make a repeated payment without prior confirmation.
5.20. A refund initiated by the User may be possible before the payout reaches an irreversible stage. Once payout processing has begun, the possibility of a refund depends on whether the transaction can technically be stopped.
6.1. The Service shall not be responsible for losses arising from circumstances beyond its reasonable control, including actions of banks, payment systems, blockchain networks, third-party services, changes in market rates, delays in transaction confirmations, external restrictions or blocks, or consequences resulting from incorrect payment details provided by the User or violation of the Order terms.
6.2. In the event of technical issues, Cryptosha takes reasonable measures to restore normal operation and complete affected transactions.
6.3. The website or individual exchange directions may be temporarily suspended for maintenance, troubleshooting, or security purposes.
6.4. The Service may temporarily suspend a transaction if risk factors are identified, an AML/KYC review is required, the sender or recipient must be identified, the source of funds must be verified, payment details must be checked, or other circumstances arise that may affect the security of the transaction.
During such a review, further movement of funds may be suspended until the information required to make a decision regarding the transaction has been obtained.
A temporary suspension does not in itself constitute confiscation of funds, a determination that the funds are unlawful, or an accusation of unlawful activity against the User.
6.5. Upon receiving an official request from a competent governmental or law-enforcement authority, or a notification from a bank, payment systеm, exchange, AML provider, or another participant in the transaction concerning possible fraud, unlawful origin of funds, or another material risk, the Service may suspend the relevant transaction and conduct an additional review.
In such cases, the review period may exceed standard processing times and will depend on the circumstances of the transaction, the nature of the request or notification received, and the actions of the relevant third parties.
7.1. Personal data and documents are used for transaction processing, necessary reviews, fraud prevention, handling User requests, and ensuring the security of the Service.
7.2. Data is stored within protected server infrastructure used by the Service with restricted access and must not be stored on employees’ personal computers, removable media, or other local devices not intended for such storage.
7.3. Access to personal data is granted only to authorized persons to the extent necessary to perform the relevant transaction or review.
7.4. For information security purposes, Cryptosha may refrain from publicly disclosing the physical location of its server infrastructure, its configuration, security mechanisms, and other technical information whose disclosure could increase the risk of unauthorized access or targeted attacks.
7.5. Information concerning a specific transaction or User may be provided in response to a duly issued official request from a competent governmental or law-enforcement authority after the nature of the request and the authority of the requesting party have been verified.
8.1. Cryptosha may amend this Agreement, the AML/KYC Policy, and other published rules to reflect changes in operating procedures, infrastructure, risk-management methods, or security requirements.
8.2. A new version of a document becomes effective upon publication on the website unless another effective date is expressly stated.
8.3. The principal commercial terms applicable to an Order that has already been created and paid shall be those in effect when the Order was created. Security and AML/KYC measures may nevertheless be applied during an ongoing transaction where relevant circumstances or risk factors are identified after the Order was created.
9.1. Before payment is received, Cryptosha may cancel an Order or refuse to process it, including where there is insufficient reserve, technical restrictions, inability to process the selected exchange direction, identified risk factors, violation of the Service rules by the User, or other circumstances preventing the transaction from being carried out safely.
9.2. If funds have already been received by the Service, refusal to continue the exchange does not in itself mean that the funds become the property of Cryptosha.
9.3. In such cases, further processing shall be determined taking into account the results of the AML/KYC review, the possibility of safely returning the funds, any external restrictions, official requests, and other circumstances of the specific transaction.
9.4. If there are no obstacles to a refund, the funds shall be returned in accordance with this Agreement and the AML/KYC Policy, less actual expenses directly associated with the refund.
10.1. In the event of a disputed or non-standard situation, the User may contact Cryptosha Support through the communication channels available on the website.
10.2. To review a request, the User must provide the Order number and, where necessary, information sufficient to identify the relevant transaction.
10.3. Disputed situations are reviewed individually, taking into account the Order details, actual movement of funds, AML/KYC review results, and information provided by other participants involved in the transaction.
10.4. If additional information from the User or a third party is required to review a request, the review period may be extended until the necessary information is received.
10.5. Cryptosha takes reasonable measures to resolve disputed situations and identify received funds; however, the possibility and timing of resolving individual matters may depend on banks, payment systems, blockchain networks, third-party services, and other participants involved in the transaction.
Before creating an Order, contact Cryptosha Support if you would like to clarify the terms of a particular exchange direction, payout method, AML/KYC procedure, or other transaction details.
If the required currency or exchange direction is not available on the website, you may also contact Support — we will consider whether the requested exchange can be arranged.
