Site rules
This User Agreement (hereinafter referred to as the “Agreement”) is an electronic contract between the User and the service “Pay-Zen.com” and contains the rules of work on the Site Pay-Zen.com по адресу Pay-Zen.com (hereinafter referred to as the “Site”) and the terms of access to the services provided by the Site. Before starting work with the Site, the person – the user of the Site (hereinafter referred to as the “User”) is obliged to carefully read the described conditions and accept this Agreement. If the User does not accept the Agreement and does not undertake to comply with all the terms of this Agreement, he should immediately stop using the Site.
The Site Administration reserves the right, at its sole discretion, to updаte and change the text of the Agreement without notifying the Users. The new version of the Agreement comes into force immediately after its publication on the Site. The User is obliged to independently monitor new versions of the Agreement. By continuing to use the Site after the changes come into force, the User automatically accepts the new version of the Agreement. If the User does not agree with the terms of the new version of the Agreement, he should deactivate his account if he has one and not use the services of the service.
1. Terms and definitions
1.1. Service “Pay-Zen.com” — OTC platform for finding counterparties and making OTC transactions.
1.2. User – any Person registered on the Platform and agreeing to the terms and conditions of this Agreement. The User confirms that he has reached the age of 18, the laws of his country of residence do not prohibit the use of this Service, and the User does not plan to carry out any illegal activity through the use of the Service “Pay-Zen.com”.
1.3. The title character is a conventional unit of the payment system of electronic and other types of currencies, which corresponds to the calculations of electronic systems and indicates the scope of rights corresponding to the agreement of various payment systems and its owner.
1.4. Payment system is an online service that implements payment for goods and services through electronic money transfers.
1.5. Service Services – transactions for depositing and withdrawing electronic currencies, as well as other services, information about which is posted on the Service website.
1.6. Payment is a transfer of funds carried out using a payment system.
1.7. OTS-Platform is a trading platform for finding counterparties and making OTC transactions.
1.8. Personal Data means information that identifies an individual, such as name, address, email address, bidding information, and bank details. The term “Personal Data” does not inсlude anonymous and/or aggregated data that does not make it possible to identify a specific User.
1.9. Agreement – this User Agreement and its integral parts, taking into account all additions and / or changes that may be made in the manner determined by their terms.
1.10. Site – a collection of information, texts, graphic elements, design, images, photos and videos and other results of intellectual activity, as well as a set of computer programs contained in the information system, ensuring the availability of such information at Pay-Zen.com, including any subdomains, and if the domain or material of the Site should be changed for any reason, it includes the Site after any such changes.
1.11. Personal Data means information that identifies an individual, such as name, address, email address, mobile phone number, bidding information, and bank details. The term “Personal Data” does not inсlude anonymous and/or aggregated data that does not make it possible to identify a specific User.
1.12. Intellectual property – all materials published on the Site, as well as all Services provided by the Service, are the property of the Service and are not subject to third-party use: publication, distribution, duplication.
1.13. Application – the introduction by the User of an offer to purchase or sell cryptocurrency using the Services provided by the Service.
1.14. An electronic document is information in electronic digital form.
1.15. Suspicious traffic is the assets of users who, when passing AML checks, showed a high risk score when they were accepted.
1.16. Verification Procedures (KYC) – Verification Procedures under Anti-Money Laundering Standards – Know Your Customer Policy (KYC).
2. Introduction
2.1. This agreement regulates the relationship between the User and the Service within the framework of the services provided by the Service to the User, and cancels all previous agreements between the Service and the User on this subject.
3. Предмет соглашения
3.1. The subject of this Agreement are the Services provided by the Service, the description of which is given on the website of the Service.
3.2. The Service offers its services to all Users and does not verify the Users’ eligibility to dispose of these funds and does not supervise the User’s operations in any of the Payment systems.
3.3. Payment systems and/or financial institutions are solely responsible for the funds entrusted to them by the User. The Service cannot be a party to an agreement between the Payment System and/or a financial institution and the User and is in no way responsible for the incorrect or unauthorized use of the Payment System by the User, as well as for the abuse by the User of the functionality of the Payment System. Mutual rights and obligations of the User and the Payment System and/or financial institution are governed by the relevant agreements.
3.4. Any initiated operation for the exchange of user funds, as well as any other operation offered by the Service to the User, cannot be canceled by the User.
4. Rights and obligations of the parties
4.1. The Service has the right to suspend or cancel the operation in progress if information is received from the authorized bodies about the incompetence of the User’s possession of funds and / or other information that makes it impossible for the Service to provide services to the User.
4.2. The Service has the right to suspend, refuse to return, cancel the ongoing operation if the User violates the terms of this Agreement.
4.3. The Service has the right to cancel the ongoing operation and return the title units entered by the User without explanation.
4.4. The Service undertakes to take all possible and available actions to prevent attempts of illegal trade, financial fraud and money laundering using the services of the Service. These actions inсlude: providing all possible assistance to law enforcement agencies in the search and capture of financial terrorists engaged in illegal money laundering activities; providing the competent authorities, in accordance with applicable law, with information regarding the processing of the Service; improving the Service to prevent direct or indirect use of the Service in activities that are contrary to legislation aimed at combating illegal trade, financial fraud and money laundering.
4.5. If suspicious traffic is detected by the User, the Service reserves the right to transfer all information at the request of law enforcement agencies about the identity, the exchange request and the currency received from the User.
4.6. By registering on the service website, as well as making an exchange without registration, the User confirms that he agrees with these Rules and accepts the terms of the Agreement, the User is over 18 years old, the laws of his country of residence do not prohibit the use of this Service, and the User does not plan to carry out any illegal activity through the use of the Service.
4.7.When registering on the service website, as well as making an exchange without registration, the User guarantees that he provides complete, truthful and up-to-date information about himself, that the use of the service services is carried out only for personal purposes that do not violate the laws of the Russian Federation or another country in which he is located The user also undertakes to updаte the data in a timely manner to maintain their relevance.
4.8. The user guarantees the confidentiality of registration data and access to his account, and also takes full responsibility for all actions that occur under his account, including in the event of hacking or unauthorized access.
4.9. The user undertakes to promptly report a violation of the security of his account.
4.10. The Service has the right to block the User’s account in case of suspicion of illegal actions, suspicion of account hacking or in case of violation of the rules of the Service. The User’s account is blocked without the right to recovery if the User creates obstacles in the operation of the Service.
4.11. By accepting the terms of this Agreement, the User guarantees that he is the legal owner of the funds and/or cryptocurrency.
4.12. By accepting this User Agreement, the User confirms that he understands the principles of the Service and accepts full responsibility for all risks and losses associated with the use of the Service.
4.13. The user gives his consent to the Service for the processing of personal data provided during registration on the site, during the verification procedure, as well as during the collection of any information about the client on the site
4.14. Personal data includes:
Full Name;
photo/scan of passport;
other identity documents; (individually in each case
video selfie with a passport in hand;
E-mail address;
mobile phone number (on which it will be possible to contact the client);
details of the wallets used; (individually in each case)
-card number and/or bank account; (individually in each case)
4.15. The processing of personal data means the recording, systematization, accumulation, storage, clarification (updating, changing), extraction, use, transfer (distribution, provision, access), including cross-border, depersonalization, blocking, deletion, destruction of personal data not subject to special categories, the processing of which requires the written consent of the User.
4.16. The processing of personal data is carried out in order to fulfill the obligations of the Parties under the Agreement, register the User on the Site, provide the User with technical support, process Applications, provide Services, consider applications and claims, send informational and other messages to the User’s e-mail address.
4.17. According to the final rule of the Financial Crime Investigation Network (FinCEN) pursuant to section 31 CFR 1010.100(ff), which requires every foreign firm that provides cash and settlement services to appoint a service representative residing in the United States as an agent to fulfill litigation in accordance with the requirements of the BSA association and its by-laws, Pay-Zen.com does not provide electronic currency exchange services to US citizens and users residing in the US, — http://www.fincen.gov/statutes_regs/guidance/html/FIN-2012-A001.html
4.18. Services provided by Pay-Zen.com may be prohibited by law in some jurisdictions. By accepting the terms of use of the Pay-Zen.com service, you confirm that you are not a resident of such a jurisdiction.
4.19. The service has the right to perform AML and KYC checks to comply with the Fifth Directive on Combating Money Laundering and Financing of Terrorism (5AMLD)” https://ec.europa.eu/info/business-economy-euro/banking-and-finance/financial-supervision-and-risk-management/anti-money-laundering-and-countering-financing-terrorism_en#international
4.19.1. If, based on the results of the AML check of cryptocurrency assets, a risk of more than 50% is revealed, then the funds will be blocked and user verification (KYC) will be requested in accordance with clause 8.5 of this agreement.
4.19.2. If, based on the results of the AML check of cryptocurrency assets, a risk of more than 50% is revealed and / or the situation falls under clause 9.4.2 of this agreement, then the assets may not be subject to exchange and return.
5. Услуги Сервиса
5.1. Ordering the services of the Service and obtaining information about the progress of the transaction by the User are made exclusively through contacts with a representative of the Service.
5.2. The service offers its services according to the established internal schedule of the service.
5.3 Questions and claims on applications are accepted within 24 hours from the moment of registration. After 24 hours, exchange requests are considered to be properly completed or not paid, depending on their status at the time of the expiration of the specified period.
5.4. In the event of any suspicious actions on the part of the client, as well as in the case of the use of suspicious assets by the user, the service may delay the payment and require additional verification of the identity and conduct an internal analysis of the funds used by the user.
5.5. The service reserves the right to refuse the exchange unilaterally.
6. Стоимость услуг
6.1. Tariffs are determined by the management of the Service and published on the website of the Service. The Service Management has the right to change tariffs without additional notice.
6.2. The service is not responsible for the client’s expectations about changes in tariff plans and the cost of services.
7. Guarantees and liability of the parties
7.1 The Service guarantees the fulfillment of its obligations to the User only within the limits of the amounts entrusted to the Service by the User for the operation within the framework of the terms of the service documentation.
7.2 The Service guarantees and ensures the confidentiality of information about the User and his operations. The Service can provide this information only at the request of authorized state bodies, officials or representatives of Payment systems, if there are legal grounds for this.
7.3 The Service makes every effort to ensure the uninterrupted operation of the Service, but does not guarantee the absence of technical problems leading to the complete or partial suspension of the Service. The Service is not responsible for losses, lost profits and other costs of the User resulting from the impossibility of obtaining access to the site and services of the Service.
7.4 The Service is not responsible for any damage caused to the User, even if its possibility was known in advance. The Service is not responsible for obtaining information about the activities of the User by third parties in case of hacking the system and obtaining data by third parties.
7.5 The Service does not bear any responsibility for losses, lost profits and other costs of the User, resulting from the User’s erroneous expectations regarding the tariff rates of the Service, the profitability of transactions and other subjective factors.
7.6 When visiting the website of the service, using the services of the Service and making an exchange, the User guarantees compensation for the losses of the Service (the management company, managers and employees) in cases of claims or claims directly or indirectly related to the use of the services of the Service by the User.
7.7 The User agrees that the Service is not responsible in case of disconnection, interruption in the operation of the Internet, as well as in case of force majeure circumstances.
7.8 The user guarantees that he is the owner or has legal grounds for the disposal of the funds used in his transactions, bank transfers, etc.
7.9 The User undertakes not to falsify communication flows related to the operation of the Service.
8. Форс-мажор
8.1.The Parties are released from liability for full or partial failure to fulfill obligations under this Agreement if the failure to fulfill obligations was the result of force majeure, namely: fire, flood, earthquake, terrorist attacks, change of power, civil unrest, DDOS attacks on the service, as well as non-functioning of Payment systems, power supply systems, communication networks and Internet service providers.
8.2. In the event of an error in the payment of the exchange, the User will receive a notification about the status of the application and / or to the specified e-mail.
8.3. If the application is paid after the time allotted for payment of the application, the service reserves the right to return the payment for the application minus the network commission and service costs back to the User or recalculate at its own discretion.
8.4. If the rate of the application deviated by more than 7% from the rate on the Binance or Garantex exchange, including in the event of a technical failure of the site, the exchange service has the right to recalculate the application at the current rate on the site or issue a refund to the User minus the service costs and commission networks.
8.5. In the event that the User intentionally, unintentionally, as well as in the event of a technical failure (including on the side of the Pay-Zen.com Service), as a result of the actions of intruders or for other reasons, made an exchange, which in turn caused losses for the Pay-Zen.com Service, while the deviation from the market rate in the executed order was more than 7% of the rate on the Binance or Garantex exchange (this rule is valid in any direction of the exchange), orders made on the above conditions are considered invalid. The Service has the right to compensate for the damage incurred by withholding any future receipts of funds from the User as part of interaction with the Service.
8.6.In case of detection of suspicious assets/funds that violate the AML agreement of the Service and suspicious/fraudulent actions on the part of the User, the transaction is blocked by the Security Service for up to 180 days for further investigation.
To start the unlocking procedure, you must pass a lightweight user verification (KYC) in accordance with clause 4.19 of this agreement.
Need to send:
Photo or scan of a passport or other identification documents (of your choice);
Mobile phone number where you can be contacted if necessary (optional);
Video selfie with an identity document;
Record a short video of good quality without interruptions, speaking clearly the following data:
Full name, series and number of the identity document, holding next to the face;
The name of our service and the date of the video;
Application number and date of creation;
Show the wallet/account/other where exactly the payment/transaction was made, currency and amount. The name and address (URL) of the site must be readable if the translation was from a mobile application
Write in free form on a piece of paper by hand a brief explanation of what you sent from your wallet (address) to us on the wallet (address and transaction hash), and that you are the owner of the assets, and not a third party. Write the address where you are asking to return the assets back.
Specify the wallet address/account where you should return the assets.
We expect the above data from you no later than 48 hours from the receipt of this e-mail.
In the absence of the requested data, the Pay-Zen.com service will not be able to start the procedure for unlocking your assets.
8.6.1. After the expiration of the blocking period (180 days), from the date of identity verification (KYC), the user must independently contact the customer support service at the official mail, no later than 30 days.
8.7. The Service does not bear any liability to the User if the User specified incorrect details in the application for receiving funds from the Service, and the Service made a settlement with the User by sending the payment to the details specified in the application.
8.8. Payments through third-party PSs may be delayed for up to 5 working days, for reasons beyond the control of the service.
9. Exchange rules Qiwi
9.1. The Service does not guarantee the execution of an application paid after the expiration of the period allotted for payment, the Service reserves the right not to fulfill the User’s application and / or make a refund, minus the commission of the payment system.
9.2. Qiwi payment through terminals is strictly prohibited.
9.3. The maximum number of requests waiting for Qiwi payment with the same details is two. Previous applications with such details of the sender and / or recipient will be canceled automatically before the end of the payment period.
9.4. If the Service was unable to automatically complete the exchange operation due to restrictions on the recipient’s Qiwi account, the application will be processed manually within 48 hours.
9.5. Payment for the Qiwi exchange using a bank card is not accepted and is strictly prohibited. In the case of such a payment, the exchange will not be executed, and the funds will not be returned to the account.
9.6. If the Qiwi PS delayed the client’s transfer for 48 hours, then the payment will be made at the current exchange rate at the given moment in time upon receipt of funds.
9.7. The service is not responsible for the client’s funds if, in the event of a suspicious transfer, the Qiwi PS blocks the client’s wallet and/or the wallet of our service; if the Qiwi PS itself retains the funds; if the client’s wallet is in a Qiwi PS emergency; if the payment from the service was received to the client’s blocked wallet.
9.1. Exchange Yandex.Money
9.1.1. Exchanges up to or equal to 15,000 rubles are processed without delay. If you use your Yandex.Money account to pay on our service for the first time and exchange more than 15,000 rubles, your application will be processed within 2 hours from the moment of payment.
9.1.2. Subsequent exchanges in excess of 15,000 rubles with the same Yandex.Money account number and user account will be instant if registered before the first exchange.
9.1.3. If 24 hours have not passed since the first exchange, and the total amount of exchanges for details exceeds 50 thousand rubles, an additional check with a delay of up to 48 hours may be established by decision of the security service.
9.1.4. Payment via bank cards on Yandex is not accepted and is strictly prohibited.
9.1.5. In case of any suspicious actions on the part of the client, the service reserves the right to request account details that will confirm that the account belongs to the client.
9.2. Обмен Криптовалют
9.2.1. Applications carried out by the service in automatic mode can be made up to 12 hours. Applications carried out by the service in manual mode can be made up to 36 hours.
9.2.2. Orders for the sale of all cryptocurrencies listed on the service website are processed at the moment the transaction receives the established individual minimum of confirmations (the minimum is set by the Pay-Zen.com service).
9.2.3. The service has the right to recalculate your application at the current rate if the transaction has not received the required number of network confirmations within 10 minutes.
9.2.4. Payment for the exchange of BTC cryptocurrency is carried out after the 3rd confirmation in the Bitcoin network. The rate in the application remains fixed if the payment was made by the User within the time allotted for payment of the application in this direction, and the transaction appeared on the network during this time, and the BTC cryptocurrency received 1 confirmation in the Bitcoin network within 15 minutes. If the 1st confirmation is received after 15 minutes, the order can be recalculated at the current rate.
9.2.5. The rate in the areas of “give” Fiat, “receive” cryptocurrency is fixed within the time allotted for payment. Recalculation of applications in these areas is made at the current rate, if the client during this time did not have time to transfer funds to the wallet / card issued in his application.
9.2.6. When a client purchases any cryptocurrency listed on the service website, sending the cryptocurrency by the service can take from 5 minutes to 12 hours. The speed of transaction confirmation in the network does not depend on the service.
9.2.6.1. In the event of a high load or technical problems in the cryptocurrency network listed on the Service website, due to reasons beyond the Service’s control, the time for the delivery of funds to the recipient’s account can reach 240 hours.
9.2.7. Applications for the sale of cryptocurrencies listed on the service website, paid for an amount less than the minimum exchange amount set by the service, are executed at the rate set at the discretion of the service, a refund for such applications is possible if the service deducts a commission equal to 10% of the amount of funds received, and also minus network commission.
9.2.8. The recalculation of the amount of the application is carried out by the service within the framework of the terms of this agreement in automatic mode, of which the service notifies the client by e-mail.
9.2.9. The service is not responsible for funds transferred to a blocked client card or if the client card was blocked after the service transferred funds to it upon request.
9.2.10. All transactions with cash are carried out strictly through the creation of applications on the site.
9.2.11. The rate in the areas of “giving away” cryptocurrency, “receiving” cash is fixed upon receipt of the cryptocurrency to the service wallet and after receiving the required number of confirmations in the network (the recommended number of confirmations is regulated by the service).
9.2.12. In cities where there is actually no office for exchanging cash, the service makes transactions using the services of a courier. The final amount that the client will receive during this exchange is affected by the amount of service costs for courier delivery, all delivery costs must be discussed in advance with the technical operator on the service website.
9.2.13. Before making a transaction in the directions “give” the cryptocurrency – “receive” cash, the service has the right to request the address of the wallet from which the transaction will be sent. The rate in this direction will be affected by the purity of the transaction, as well as the degree of risk of accepting this cryptocurrency for the service.
9.2.14. Due to the specifics of cash exchange (it took a long time to get to the office / the exchange rate of the cryptocurrency / dollar / ruble changed by more than 3%), the rate may change, all the conditions of the exchange must be clarified with the technical support operator on the service website, and the rate may change if before you, the client will redeem the reserve of cryptocurrency / fiat funds, and also if the time for payment of the application has expired.
9.2.15. All cash transactions are made manually and require prior approval at least 2 hours before the actual exchange. Be sure to check all the details with the operator before creating an application.
9.2.16. Exchange coins that require a MEMO or TAG when sent to our wallet must have these MEMO or TAG values. Funds sent without using MEMO or TAG are not subject to crediting and return.
9.2.17. Coins sent from the Smart Contract are processed manually, the processing time is 2 hours. After sending the coins, you need to tell the operator in the online chat the number of your application and the HASH of the transaction.
9.3. Return policy
9.3.1 Refunds are possible only by the decision of the Service.
9.3.2. To apply for a refund, the User must contact the support of the site – using the button in the lower right corner of the page. The return will be made manually in accordance with the rules specified below, within 72 hours from the date of the Client’s consent to the return.
9.3.3. Refunds are made minus the payment system commission for the transfer and minus the costs of the exchange Service in the amount of 5% of the exchange amount. The exceptions are the cases described in paragraph 4.19 of this Agreement.
9.3.4. Refunds are made to the wallet from which the payment was made within 1 to 3 business days.
9.3.5. To apply you need to provide:
1. Photo of the front of the card against the background of our service.
2. If the card is virtual, provide YDLagainst the backdrop of our service (Only the full name is important, the rest can be hidden).
3. ID your order.
4. Identifier MEMO (Если он присутствует)
5. TXID
6. Specify the mail or number that you entered when creating the exchange.
9.3.6. You can leave a request in the Online chat, in Telegram or on our mail info@Pay-Zen.com
9.3.6.1. If the amount is “Giving”, paid less than the minimum amount of replenishment according to the rules “whitebit.com”, “binance.com”, “Garantex.io” – such funds are non-refundable. Since according to the rules of the exchanges, there are restrictions on the minimum replenishment amounts. Example: Minimum deposit is 10 USDT, assets transferred less than 10 USDT (or 0.0005 BTC) to the exchange wallet will not be credited. The exchanger is not responsible for such assets. To return such funds, the client personally applies to the technical support of the exchange with a request to make a refund.
9.3.8. When exchanging the assets specified in clause 4.19 of this Agreement, after passing the AML and KYC procedures, the Service reserves the right not to provide the User with the exchange service and return the funds, observing all procedures of the internal return policy.
9.4. Changing the details or incorrect data of the recipient of the application
9.4.1. To change incorrect data or details, the return is made by a repeated transaction, in which 2 applications are combined.а
9.5 Return of assets that have not passed AML verification.
9.5.1 The return of blocked assets that have not passed AML verification is possible only after passing the identity verification in clause 8.5 of this Agreement and compliance with clause 8.5.1.
9.5.2 The return of assets is not possible if a request was received for these assets from the competent authorities and other departments, including from any jurisdiction, in this case, the blocked asset can be used as material evidence in the case.
9.5.3 Upon fulfillment of clauses 8.5 and 8.5.1, the return to the client will be made with a commission of 5%.
9.5.4 Cryptocurrency assets are not subject to return and exchange if, according to the results of an AML check by the https://whitebit.com/ system, a connection with criminal wallets belonging to the following categories is revealed:
DARK MARKET
DARK SERVICE
SCAM
STOLEN
MIXING(MIXER)
SEXTORTION
RANSOMWARE
HACK
PHISHING
TERRORISM FINANCING
FRAUD
BLACKLIST
STILL UNDER INVESTIGATION
CYBERCRIME ORGANIZATION
NARCOTICS
CHILD ABUSE
HUMAN TRAFFICKING
10. Acceptance of the terms of service
10.1. Acceptance of the terms of the “User Agreement” when creating an application is automatically considered by the service as an agreement with all documentation governing the operation of the service.
