Rules of service

1.1. These Rules govern the procedure for the provision of services by the LuckyChange exchange service (hereinafter — the "Service", the "Operator") and the terms for conducting exchange transactions between the Customer and the Operator.

1.2. The agreement is concluded between the Operator — the LuckyChange service, which carries out operations with financial assets — and the Customer — an individual accepting the terms of the Service.

1.3. The agreement comes into force from the moment the Customer submits an order and is considered valid after the funds are fully credited to the Operator's accounts. The term of validity runs from the moment the order is created until it is completed or cancelled.

1.4. Submitting an order constitutes the Customer's full and unconditional consent to these Rules, including the Service's AML/KYC policy.

1.5. The Operator has the right to amend the Rules with prior notice to users via the official website. The current version is published on the Service's website.

1.6. The Service is not a bank, exchange, or other financial institution and provides exclusively information and technical services for the exchange of assets.

2.1. The Customer confirms that they are at least 18 years old and have full legal capacity.

2.2. The Service does not provide services, does not carry out exchange operations, and does not support the registration of users who are citizens or residents of, or actually located in, the following states:

• the Democratic People's Republic of Korea (DPRK);

• the Islamic Republic of Iran;

• the Republic of the Union of Myanmar;

• the Kingdom of Thailand.

2.3. The Operator does not accept for processing and does not service orders from Customers who use email addresses registered in Proton domains (proton.me, protonmail.com, protonmail.ch, etc.) or any addresses of temporary (disposable) email services for registration, communication, or receiving notifications.

2.4. If such an email is discovered after the processing of an order has begun, the Operator has the right to suspend the provision of the service until a valid email address not included in the specified list is provided, or to refuse to complete the exchange without refunding the order processing fee.

2.5. The Operator has the right to refuse to carry out an operation without explaining the reasons.

3.1. The Customer guarantees the lawful origin of the funds involved in the exchange and confirms the lawfulness of owning them.

3.2. The Operator is guided by the principles of the AML/KYC policy. The full requirements for checks and possible restrictions are set out in the LuckyChange AML/KYC policy. By concluding the agreement, the Customer agrees to the said policy.

3.3. The Operator has the right to verify the origin of funds (AML/KYC), as well as to selectively request verification of the Customer's identity and/or payment method in the manner provided for in Section 6 of these Rules.

3.4. All payment funds, wallets, bank cards, accounts, and payment details (hereinafter — "payment instruments") used by the Customer in the course of an exchange must belong personally to the Customer. The Customer guarantees that the payment instruments provided are in their full ownership and control, and that they have the lawful right to use them for conducting exchange operations.

3.5. If the payment instruments used in the course of an exchange do not belong to the Customer, the Operator bears no liability for any consequences, losses, blocking of funds, refusal by payment systems or banks, or the inability to complete the operation. In such cases, the Operator has the right to suspend or cancel the order, as well as to conduct an additional check.

3.6. Payments to third parties are prohibited. In the event of a violation, the Customer bears liability for possible losses. The Operator transfers funds exclusively to the details specified by the Customer.

3.7. The Customer bears full responsibility for the accuracy of the data provided.

3.8. The Operator bears no liability for:

• delays and technical malfunctions in the operation of payment systems, banks, blockchain networks, and other third parties that arise through no fault of the Operator;

• unlawful actions of third parties;

• errors in the details specified by the Customer;

• damage and consequences in the event of an erroneous transfer of electronic currency if the Customer specified incorrect details when submitting the order;

• funds sent by the Customer without submitting an order, as well as funds sent to blocked or outdated wallets and accounts. Such funds are not subject to refund;

• funds sent by a smart contract.

3.9. The Operator has the right to freeze an order in the event of an attempt to interfere with the operation of the Service.

3.10. The Operator bears no liability for the use of the Service for unlawful purposes (legalization of criminal proceeds, terrorism financing, etc.).

3.11. The Operator bears no liability for damage caused by the actions of third parties using the Operator's services.

4.1. Payment details are valid only for the period specified in the order.

4.2. The Customer undertakes to pay for the order within the time specified in the order and strictly to the details specified therein. After a successful payment, the Customer must notify the Operator of the payment and provide the Operator with a receipt in PDF format (for fiat transfers).

4.3. The Operator bears no liability for the funds if, within the time specified in the order, the Customer:

• did not transfer the funds to the Operator's details;

• transferred them to details different from those specified in the order;

• did not notify the Operator of the successful payment (for fiat transfers);

• did not provide a transfer receipt in PDF format (for fiat transfers).

4.4. The required number of network confirmations for the funds to be fully credited is specified in the order and on a separate page.

4.5. The standard order processing time is up to 180 minutes (in certain cases — up to 3 business days) from the moment the funds are fully credited.

4.6. If the received amount differs by up to 10%, the Operator recalculates based on the actual amount; if the difference exceeds 10%, the Operator has the right to cancel the transaction and refund the funds to the Customer.

4.7. The rate is fixed at the moment the order is created and remains valid for the entire period allotted for its payment, unless otherwise stated on the payment page. If the funds are sent after the payment period expires, the order is subject to recalculation at the current rate at the moment the payment is received.

4.8. If the payment page expressly states that the rate is fixed at the moment a certain number of network confirmations is received, then, in the event of a change in the market rate of more than 0.1% at the moment this condition is met, the order may be recalculated at the current rate. Orders are recalculated only in the direction of a falling rate.

4.9. The Operator has the right to make a payment in several parts from different accounts.

4.10. In the event of a payment delay of more than 72 hours from the moment the funds are fully credited to the Operator's details, the Customer has the right to demand termination of the transaction and a refund. Exceptions are cases where the delay is caused by force majeure circumstances, circumstances that arose through no fault of the Operator, or where the payment was partially made.

5.1. Refunds are made to the details from which the payment was made, or to details received from the Customer through a secure and verified communication channel.

5.2. Changing the details for a refund is possible only after a comprehensive check of the payer and a positive decision by the Operator.

5.3. When refunding funds, the Operator withholds the actual fees of the network, exchanges, and payment systems for sending the funds. No own service fee is charged for the refund.

5.4. Refunds for orders related to suspicious activity are made only after a check under AML/KYC is completed.

5.5. If the continuation of the operation is impossible based on the results of a check, the requirements of AML/KYC, legislation, or the requirements of a bank/payment system, the Operator makes a refund in the manner provided for in this Section.

5.6. When refunding funds initiated based on the results of an AML/KYC check, the Operator has the right to withhold actually incurred expenses, including the transaction fee and related costs. The amount withheld does not exceed 5% of the order amount and is limited to the equivalent of 100 USD.

5.7. A refund is impossible if a request has been received from competent authorities or other agencies of any jurisdiction regarding these assets, since the blocked asset may serve as physical evidence in a case.

6.1. The Operator has the right to require the Customer to undergo a KYC check. Refusal may lead to the suspension of operations.

6.2. The Operator has the right to selectively request verification of the Customer's identity and/or payment method in any form at the Operator's discretion, without necessarily explaining the reasons.

6.3. The Operator has the right to conduct additional checks and request any necessary documentation for any reason related to the Customer's use of the services, as supporting evidence.

6.4. Until the check is completed, the execution of the order may be suspended, and the funds may be temporarily held.

6.5. The Customer's refusal to undergo verification or to provide information requested by the Operator is grounds for refusing to execute the order, blocking the account, refunding the funds in the manner set out in Section 5, and transferring information to the authorized bodies.

7.1. Customer support is provided via the online chat on the website, email, and Telegram.

7.2. Sensitive data and payment details are transmitted via email.

8.1. General Provisions

8.1.1. The Operator collects, stores, and processes Customers' personal data exclusively for the purposes of fulfilling the terms of the Exchange Agreement, complying with the requirements of the AML/KYC policy and countering fraud, ensuring the security of operations, and fulfilling obligations to state bodies.

8.1.2. Personal data processing is carried out in accordance with applicable law, including laws on personal data protection and countering money laundering.

8.2. The Operator may request and store:

• identification data (full name, date of birth, passport data, a selfie with the document);

• contact data (e-mail, phone number, messenger accounts);

• financial data (wallet details, bank card details, transactions);

• technical data (IP address, device data, transaction history).

8.3. The Operator applies technical and organizational protection measures: encryption of data during transmission and storage, restricted access to personal data, and regular security system checks.

8.4. Personal data is used to identify the user and prevent fraud, to execute exchange operations, to comply with the requirements of regulators (tax, financial, and law enforcement bodies), and to investigate suspicious transactions.

8.5. The Operator does not transfer personal data to third parties, except in cases of data requests from law enforcement bodies (within the framework of applicable law), requirements of payment systems or banks (for investigating transactions), a court decision, or an official request from state bodies.

8.6. Personal data is stored for at least 5 years — in accordance with AML requirements, or indefinitely — if the data is required for an investigation or court proceedings.

8.7. The Customer has the right to request access to their personal data, to demand correction of inaccurate data, or to withdraw consent to processing; however, this may lead to a refusal to provide services if the data is necessary for AML/KYC. Requests are reviewed within 10 business days.