Exchange rules

1. General provisions

Welcome Xchange provides exchange services for currencies, cash and crypto assets, with the support of a manager.

Every operation is carried out on individually agreed terms: the exchange route, amount, rate, payment method, payout method, execution time and any additional terms are fixed before the deal starts.

2. Creating an order

An order can be created through the calculator on the website, through the order page or through a manager.

To place an order you may need to provide:

• exchange route
• amount
• currency you send
• currency you receive
• payment method
• payout method
• country or city of execution
• contact details
• the recipient’s payment details, if they are needed for the payout

After the order is created, the client receives an order number and access to its status.

3. Rate lock

The rate is locked for a limited time after the order is created or confirmed.

The lock period depends on the route, amount, market situation, availability of reserves and the settlement method.

If payment does not arrive within the lock period, the order may move to the “rate expired” status. In that case the manager may offer to extend the rate or to recalculate at the current rate.

Why the rate may differ

The rate depends not only on the market, but also on direction, amount, receiving method, city, cash availability, banking conditions and execution complexity. We show the terms in advance so the client understands the final amount before the transaction begins.

4. Paying for an order

An order is considered paid only after the funds have actually arrived at the agreed payment details or, for crypto, after the transaction is confirmed on the network.

The client sending a payment does not by itself mean that the service has received the funds.

For crypto operations the following may be taken into account: the transfer network, the correctness of the address, the presence of the transaction on the blockchain, the number of confirmations and the result of the KYT check.

For bank and cash operations the following may be taken into account: the actual receipt of funds, whether the sender matches the agreed terms, the correctness of the amount, the absence of blocks or payment reversals, and additional checks where necessary.

5. Executing an order

Once the receipt of funds is confirmed, Welcome Xchange makes the payout to the client under the agreed scenario.

Execution time depends on the route, amount, network, banking procedures, partners’ working hours, cash availability and possible checks.

Most standard operations complete faster, but some routes and large amounts may need additional time.

6. Payment details

The client is responsible for the correctness of the details they provide. Before sending funds or giving payout details, please check carefully:

• card or account number
• the recipient’s name, if required
• the crypto network
• the wallet address
• the city and method of cash pickup
• the amount and currency

If the client gives incorrect details, the order may be paused until the circumstances are clarified. Whether a correction is possible depends on the stage of the operation and on the rules of the payment system, bank, network or partner.

7. AML / KYC / KYT

Welcome Xchange applies a risk-based approach to checks. In some cases the service may ask for additional information, documents or an explanation of the source of funds.

A check may be required for large amounts, non-standard routes, an elevated transaction risk, matches in sanctions or risk databases, and whenever internal procedures or applicable regulation require it.

If the client refuses to provide the requested information, the service may decline the operation or offer a refund under the refund rules.

8. Cancelling an order

An order can be cancelled until the funds arrive or until execution of the operation starts.

Once the funds have arrived and the operation has started, cancellation may be impossible or may require separate approval.

If an order is cancelled after the funds arrive, a refund is possible net of the actual fees, network costs, bank charges, partner costs and other expenses, if they have already been incurred.

9. Underpayment, overpayment and discrepancies

If the client sent less than the agreed amount, the manager may offer to: pay the difference, recalculate the order, make a partial payout, or cancel the order and arrange a refund.

If the client sent more than the agreed amount, the manager agrees one of the options: recalculating the order, refunding the excess, or crediting the excess to a new operation.

Any discrepancies are handled individually.

10. Refunds

A refund is possible in the cases described in the Refund Policy. Refund times depend on the payment method, network, bank, payment provider, country and the status of the check.

A refund may be impossible if the operation has already been executed or if the funds were sent to details the client gave correctly.

11. Refusal of service

Welcome Xchange may refuse service, pause an order or ask for additional information if an operation raises compliance risks, breaks the service rules or may be connected with illegal activity.

The service is not obliged to disclose internal details of a check, risk models, signal sources or the reasons for a refusal if that could compromise security procedures.

12. Responsibility of the parties

The client is responsible for the accuracy of the data provided, the lawful origin of the funds, the correctness of the payment details and compliance with the service rules.

Welcome Xchange is responsible for executing the order under the agreed terms after the funds have actually been received and the necessary checks have been passed.

13. Contacting support

For any question about an order, the client can contact the manager and quote the order number.

We recommend keeping the order number, payment confirmations and the conversation until the operation is fully completed.