Pricing at request time. The transaction amount and exchange rate are set by the exchange service at the moment the request is made.
Dispute handling. Disputes are primarily handled by the responsible employee of the exchange service.
End of liability. The parties’ responsibility ends upon full completion of the transaction unless statutory claims apply.
Bank/network selection. Errors in choosing a bank or transfer network are the customer’s responsibility; incorrect transfers cannot be refunded.
Payment proof. After a transfer is made, the customer should confirm the transaction with an image or account statement.
SEPA/SWIFT timing. SEPA or SWIFT transfers may take up to five business days; real-time transfers are recommended where available.
Crypto processing time. Processing times for crypto transactions may be up to 24 hours.
2. Anti-Fraud Measures
In case of suspected fraudulent activity, additional evidence (e.g., screenshots or photos) may be requested.
Zenix-Swap assumes responsibility for the entire clarification process and related liability.
3. Security and Transparency Guarantees
If a deposit or withdrawal cannot be executed for reasons attributable to the exchange service, it must refund the full amount to the sender account within 12 hours.
During the transaction, assets are reserved to fulfill the exchange service’s obligations.
In the event of a dispute, the customer may request a review by the exchange service or by an independent escrow. Possible escrow/control entities include: Binance, Bybit, MEXC, Crypto.com, Coinbase, Kraken. The final decision is made by the appointed escrow.
These provisions aim to ensure safety, transparency, and the protection of all participants.
4. Data Protection
We process personal data exclusively in accordance with the GDPR and only insofar as necessary to execute transactions, prevent fraud, or fulfill legal obligations.
Data is shared with third parties only when required for contract performance or mandated by law.