Service rules

Version of 28 July 2026

These rules govern exchanges made through Golden Exchange and are binding on everyone who creates an order. By creating an order you confirm that you have read and accept them and that you are entitled to carry out the transaction. In case of any discrepancy the Russian version prevails.

1. Definitions

1.1. Service — the automatic digital asset exchange Golden Exchange, available on the website, in the Telegram bot and in the mini app.
1.2. Client — an individual aged 18 or over who has created an order.
1.3. Order — an instruction to exchange, with a fixed direction, amount and receiving address.
1.4. Direction — a «you send — you receive» pair from the list available in the calculator.
1.5. Rate — the exchange ratio shown in the order. The service fee is included in the rate.

2. How an exchange works

2.1. The client selects a direction, enters an amount and a receiving address; the service then creates an order and issues payment details.
2.2. An order is valid for 15 minutes from creation. If payment does not arrive within that period, the order is cancelled automatically.
2.3. Payment is treated as received once the network has confirmed the transfer with the number of confirmations required by the service.
2.4. Once payment is confirmed, the payout is generated automatically. The usual time is 2 to 5 minutes, but it depends on network load and is not guaranteed.
2.5. One payment corresponds to one order. Several transfers against one order, or one transfer against several orders, are handled manually and without a guaranteed timeframe.
2.6. Payment details are valid only for the order in which they were issued. Reusing a previously issued address is not permitted.

3. Rate and fees

3.1. With a fixed rate, the value shown when the order is created is preserved for the whole validity period, provided the order is paid within it.
3.2. With a floating rate, the final amount is calculated when payment arrives.
3.3. The service fee is included in the rate. The client receives exactly the amount shown in the «You get» field of the order.
3.4. The blockchain network fee is charged on top of the exchange amount and is shown separately in the order. The service does not influence its size.
3.5. Fees charged by the sending party — the bank, payment system or exchange the client pays from — are borne by the client and are not part of the order amount.

4. Client obligations and representations

4.1. The client enters the receiving address themselves and is fully responsible for its correctness, including the correct network. A blockchain transfer is irreversible: funds sent to a wrong or third-party address cannot be returned or recovered.
4.2. The client confirms that the funds sent as payment belong to them and were obtained lawfully.
4.3. Payment is accepted only from an account or wallet belonging to the client. Transfers from third parties are not accepted.
4.4. The client is not subject to applicable sanctions and does not act in the interest of a person who is.
4.5. The client determines and discharges their own tax obligations arising from the exchange.
4.6. The client confirms that using the service does not breach the law applicable to them in their location.

5. Deviations in amount and timing

5.1. If the amount received is lower than stated in the order, the exchange is carried out on the amount actually received at the order rate, provided it is not below the minimum for that direction.
5.2. If the actual amount is below the minimum for the direction, the exchange is not carried out and the funds are returned under section 6.
5.3. If the amount received exceeds the amount stated, the exchange is carried out on the amount actually received. Where the direction maximum or available reserve is exceeded, the excess is returned under section 6.
5.4. A payment arriving after the order has expired is processed at the rate in force when it actually arrives. The rate fixed in the cancelled order is not restored.
5.5. The service is not liable for delays caused by blockchain network load, an insufficient sender fee, or the actions of the sender bank.

6. Refunds

6.1. A refund is made on the client request submitted to support, in the cases provided for by these rules.
6.2. A refund is made to the details the payment came from. Refunds to any other details are not made.
6.3. The network fee required to send the refund and the actual costs incurred by the service are deducted from the refund amount.
6.4. A refund is made within 5 business days of the entitlement being confirmed. Where the transaction is under review, the period runs from the completion of that review.
6.5. A completed order cannot be refunded: the exchange is treated as performed once the payout has been broadcast to the network.
6.6. Withdrawal by the client after they have sent payment is not a ground for a refund if the exchange has already been performed.

7. Restrictions and prohibitions

7.1. The service may refuse a transaction without stating reasons at any point before payment is received.
7.2. Using the service for transactions connected with criminal activity is prohibited, including money laundering, terrorist financing, trade in prohibited goods, fraud and extortion.
7.3. Splitting amounts to circumvent limits or review procedures, and creating orders automatically without agreement with the service, are prohibited.
7.4. Creating orders in the interest of third parties without notifying the service is prohibited.
7.5. Where this section is breached, the service may suspend and refuse further service to the client.

8. Transaction review

8.1. The service may review a transaction that shows signs of elevated risk. The grounds, procedure and timeframes are set out in the AML policy.
8.2. While a review is under way, execution of the order is suspended. The client is notified of the suspension.
8.3. As a general rule an exchange requires no verification and no documents. Documents and explanations are requested only during a review under the AML policy.

9. Liability

9.1. The liability of the service is limited to the amount of the specific order giving rise to the claim.
9.2. The service does not compensate lost profit, rate differences or other indirect losses.
9.3. The service is not liable for the consequences of a wrong address or wrong network entered by the client, for the actions of banks, payment systems and exchanges, or for the operation of blockchain networks.
9.4. The service is not liable for unavailability caused by force majeure, the actions of connectivity providers, or scheduled and emergency maintenance.
9.5. The service may suspend its operation or individual directions without prior notice.

10. Personal data

10.1. The service processes the data needed to execute an order: email address, wallet addresses, payment details, order records and technical connection data.
10.2. The data is used to perform the exchange, to contact the client, to comply with legal requirements and to prevent fraud.
10.3. The data is kept for as long as those purposes require and is not passed to third parties other than on grounds provided by law.
10.4. By creating an order the client consents to their data being processed on these terms.
10.5. The site runs the Yandex Metrica traffic counter. It receives anonymised technical details of the visit — pages, referrer, device type — and stores them in browser cookies. On-page session recording (Webvisor) is enabled; fields where the wallet address, email and sign-in code are typed are marked as not recordable, so what is typed into them is excluded from the recording. Collection can be disabled in browser settings or with a counter-blocking extension.

11. Claims and disputes

11.1. Requests are accepted through support in Telegram. The order number is required.
11.2. A claim must be brought within 30 calendar days of the order being created. Claims brought later are not considered.
11.3. Requests are answered within 3 business days. Where information has to be obtained from third parties, this may be extended with notice to the client.
11.4. The parties resolve disputes through negotiation before resorting to other remedies.

12. Changes to these rules

12.1. The service may amend these rules. The version in force is published on this page with its date.
12.2. An order is governed by the version in force when it was created.