Service rules

Purpose and scope

Rules of Service

1. Terms and Definitions.

1.1. "Vortex" Service — a platform for conducting over-the-counter (OTC) transactions.

1.2. User — any legally capable individual who has reached the age of 18, submitted an exchange request on the Site, and agreed to the Rules and Terms of this Agreement.

1.3. Service’s Services — assistance in conducting transactions between individuals for cryptocurrency exchange, as well as other services whose information is posted on the Service’s website.

1.4. Personal Data – information that identifies a person: – name – address – email address – bank details – other data, in accordance with this Policy. The term "Personal Data" does not include anonymous and/or aggregated data that does not allow the identification of a specific User.

1.5. Agreement – this User Agreement (Terms) and its integral parts, including all additions and/or amendments that may be made in the manner prescribed by their terms.

1.6. Site — a collection of information, texts, graphic elements, design, images, photos, videos, and other intellectual property, as well as a set of computer programs contained in an information system that ensures access to such information at the address: https://vortex.top/, including any subdomains. If the domain or Site content is changed for any reason, it includes the Site after such changes.

1.7. Request — a User’s offer to buy or sell cryptocurrency using the Services provided by the Service.

1.8. Payment System — a software and hardware product developed by a third party, which serves as a mechanism for recording monetary obligations and organizing settlements between its users.

1.9. KYC & AML Procedures — "Know Your Customer" (verification of a client’s personal data) and "Anti-Money Laundering" (verification of a User’s digital assets/funds to prevent money laundering).

1.10. The term "digital assets" (hereinafter also referred to as "cryptocurrency" or "digital currency") refers to encrypted or digital tokens or currencies with a defined value, based on blockchain technology and cryptography. The accounting of these assets is maintained by a decentralized system that operates fully automatically and has no internal or external administrator or equivalent.

2. General Provisions

2.1. Before using any of the Services provided by Vortex, the User must carefully read these Terms. If the User does not agree with these Terms and/or any changes to them, they must immediately cease using the Services provided on the Site.

2.2. By using the Services provided by the Vortex Service, the User declares and guarantees that: – The User is at least 18 years old. Additionally, the User must have the legal capacity to accept these Terms, enter into contracts, fulfill obligations, and conduct digital asset transactions through this Service; – The digital assets/funds used by the User were obtained legally; – The User agrees to bear full responsibility for any possible consequences of transactions; – The User agrees to comply with applicable laws and guarantees that their transactions do not pursue any illegal purposes; – The User is not under the influence of third parties; all actions are voluntary and deliberate.

2.3. When submitting a service request, the User agrees to provide their personal bank details/cryptocurrency wallet addresses to receive funds/digital assets for the transaction.

2.4. When making a payment for a transaction, the User agrees to use only their personal bank accounts or payment system accounts to transfer funds. For cryptocurrency transactions, the User confirms that the crypto wallets or accounts on third-party centralized platforms used belong solely to them, and no third parties have access to them. If the User incurs financial losses due to using crypto wallets, bank accounts, or payment system accounts not belonging to them personally, they bear full responsibility for such losses.

3. Services

3.1. Ordering the Service’s services and obtaining information about the transaction’s progress is done exclusively through contact with the Service’s representative, as listed on the Site.

3.2. The Service provides its services according to its internal schedule. The Service accepts Requests 24/7. Requests processed in semi-automatic mode may take up to 24 hours. Requests processed manually may take up to 36 hours. The Service is not responsible for delays caused by technical failures, including blockchain network issues.

3.3. Questions and complaints regarding Requests are accepted within 24 hours of submission. After 24 hours, exchange requests are presumed to have been completed properly.

3.4. In case of suspicious activity by the User or use of questionable assets, the Service may delay payment and require additional identity verification and internal analysis of the User’s funds.

3.5. The Service reserves the right to unilaterally refuse service at its sole discretion.

3.6. If suspicious activity is detected during a User’s Request, the Service may suspend the transaction until the reasons are clarified to prevent potential harm.

3.7. If the User receives more digital assets/funds than specified in the Request, they must immediately notify the Service. The User must return the excess within 24 hours of receipt. Failure to do so may result in service restrictions and legal action.

3.8. If the User cancels a paid Request, the Service will refund the amount minus bank/blockchain fees. A 2% cancellation fee (of the Request amount) may apply. For crypto payments, the User bears the risk of exchange rate fluctuations. Refunds may be issued based on Binance’s exchange rate at the time of cancellation. For fiat payments, refunds account for crypto market changes.

3.9. Cryptocurrency exchange rates are volatile and may vary based on transaction size and market conditions (Binance rates). The final rate is confirmed with a Service representative.

3.10. The Service may cancel a User’s Request if payment is not made within 30 minutes of creation.

3.11. The Service does not accept funds sent via smart contracts, as it uses exchange wallets. Sending funds via smart contracts may result in permanent loss, for which the User assumes all risks.

4. Rights and Obligations

4.1. Upon request from law enforcement, the Service may suspend or cancel a User’s transaction indefinitely and provide relevant User data.

4.2. The Service may suspend or cancel a transaction with a refund (excluding potential losses) if the User violates this Agreement.

4.3. The Service may request Personal Data to process Requests, provide Services, address complaints, and send service-related information. By submitting a Request, the User consents to data processing.

4.4. Personal Data includes:

4.5. Data processing involves collection, recording, organization, storage, updating, retrieval, usage, anonymization, blocking, deletion, or destruction—with or without automation.

4.6. The Service may conduct KYC/AML checks at its discretion or upon law enforcement request.

4.7. The Service may use third-party tools for AML checks.

4.8. The Service may perform AML checks on User assets. High-risk transactions may be blocked pending verification, with refunds issued minus fees (payment system, network, or exchange costs). Refunds may take 1–30 days.

5. Force Majeure

5.1. Neither party is liable for failure to fulfill obligations due to unforeseeable, unavoidable circumstances (e.g., war, unrest, epidemics, natural disasters, or government actions).

5.2. The affected party must notify the other within 3 calendar days of the force majeure event.

5.3. Failure to notify forfeits the right to cite force majeure.

6. Liability

6.1. The User is fully responsible for all actions related to Service use and the security of their devices.

6.2. The User acknowledges that blockchain transactions are irreversible and is responsible for providing accurate wallet/bank details.

6.3. The User bears full responsibility for Service use, transactions, and provided information/documentation.

6.4. The Service is not liable if a User’s bank/payment account is frozen due to internal checks by financial institutions.

7. Final Provisions

7.1. Users should only transact if they fully understand blockchain and cryptocurrency risks.

7.2. Complaints must be submitted via the Service’s contact details on the Site and will be reviewed within 24 hours.

7.3. The Service’s offerings may be prohibited in some jurisdictions. By accepting these Terms, the User confirms they are not a resident of such jurisdictions.

7.4. The Service may refuse a transaction with a full refund (minus network fees) based on internal policies.

7.5. Final rate = market rate + exchange fee. Cash withdrawal fees (new format) are calculated individually.