Rules

User Agreement

General Provisions
1. These Terms of Use (hereinafter referred to as the “Agreement”) govern the relationship between the digital asset exchange service MasonEx (hereinafter referred to as the “Service”) and the user using the Service’s services (hereinafter referred to as the “User”).
2. Use of the Service’s services constitutes the User’s full and unconditional acceptance of the terms of this Agreement, as well as the AML/KYC Policy and Privacy Policy. The User also confirms that they have read and understood the Service Rules and the Crediting Rules.
3. The Service provides cryptocurrency and fiat currency exchange services, including exchanges with cash payout. Automatic exchange directions operate 24/7, while manual directions are processed during the working hours indicated on the website. Support for automatic requests is provided during the working hours indicated on the website. The operating schedule of offline offices and cash courier delivery can be уточнён у оператора Сервиса.
Exchange Terms, Rates and Fees
1. By submitting an application on the website, the User instructs the Service to exchange the selected assets using the specified details.
2. Rate fixation: For automatic exchange directions, the rate is fixed when the application is created. If, by the time all necessary network confirmations are received, the Service’s rate for the selected direction has changed by more than 0.05% compared to the rate stated in the application, the Service recalculates the amount to be received using the current rate at the time the funds are credited. The recalculation applies whether the rate changes upward or downward. The procedure for confirming and crediting funds is determined by the Crediting Rules.
3. If the amount received differs from the stated amount by more than 10%, the Service has the right to cancel the transaction and return the funds to the User, less network fees.
4. Fees: The Service fee is already included in the exchange rate displayed when the application is created. There are no hidden fees. The Service is not responsible for fees charged by the User’s issuing bank or third-party payment systems.
5. Minimum and maximum exchange limits depend on the selected direction and are indicated when the application is created.
Anti-Money Laundering (AML/KYC)
1. The Service strictly complies with international laws on anti-money laundering (AML) and counter-terrorist financing (CFT).
2. All transactions undergo automated screening through an AML analyzer.
3. If a high-risk connection is identified, including connections with the Darknet, sanctions, mixers or other high-risk sources, the Service has the right to suspend the transaction, block the funds and require the User to complete full identity verification (KYC) and provide proof of source of funds (SoF).
4. For applications that do not pass the AML check, the Service generally refunds the funds without requiring KYC, except in cases requiring additional verification. The terms and timelines of the refund are determined by the AML/KYC Policy.
5. Detailed conditions of the checks, timelines and rules for refunding funds are described in our AML/KYC Policy.
Liability of the Parties and Force Majeure
1. The User bears full responsibility for the accuracy and completeness of the details provided, including the wallet address, selected cryptocurrency and transfer network, Memo/Tag, banking details and recipient information. If inaccurate or incomplete information is provided, the Service shall not be liable for any loss of funds. Upon the User’s request, the Service will assist in resolving the situation and, where technically possible, take measures to recover the funds. The possibility and timeframe of such recovery are not guaranteed.
2. The Service may not be used for fraudulent or otherwise unlawful transactions. If such activity is identified, the Service has the right to provide the relevant information to law enforcement authorities.
3. The Service shall not be liable for delays or failures caused by external factors, including blockchain network congestion, technical work carried out by banks, restrictions imposed by payment systems or other circumstances beyond the Service’s control (force majeure).
4. Non-cash directions: For non-cash directions, the Service sends the payout within 15–180 minutes after receiving payment and all necessary network confirmations. This period may be extended in the event of delays caused by the reasons specified in Clause 4.3. In rare cases, funds credited through banking directions may take up to 3 calendar days after the payout has been sent. Detailed terms are set out in the Crediting Rules.
5. Cash directions: For directions involving cash payout, the Service makes the payout within 72 hours after actually receiving the User’s funds, confirmation of payment and completion of the AML/KYC check. This period may be extended in the event of delays caused by the reasons specified in Clause 4.3.
The payout is made by the Service’s courier at our location or at our offline offices. The place and time of the payout are agreed with the operator. The terms and cost of door-to-door delivery are specified separately.
To have a claim regarding a shortage considered, the User must photograph the funds in the condition in which they were delivered and photograph the total number of packages before opening them, after which the funds must be counted. Photographs must be taken indoors or in a safe location. Photographs taken outdoors will not be accepted.
The claim and supporting photographs must be sent to the operator within 24 hours of receiving the funds. Claims regarding shortages submitted after this period will not be considered.
Confidentiality
1. The Service uses modern encryption technologies to protect the User’s data.
2. The collection, processing and storage of personal data are governed by our Privacy Policy.
Customer Support and Dispute Resolution
1. Any disputes shall be resolved through negotiations with the Service’s support team.
2. Requests are accepted through the online chat on the mason-ex.com website, the official Telegram channel or by email at [email protected].
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