Services and Costs

Key Facts About Our Services and Costs

1. What is the purpose of this document?

The document, being an essential part of our User Agreement, contains important information to help you decide if our products and Services are right for you. It identifies key features about our Services and how you will pay for them. It does not contain the description of all features of our Services. More detailed information can be found on our Site including the User Agreement document. Please read this document carefully and keep it for future reference.

2. What Services does EXMO offer?

EXMO allows its Users to:

• exchange between Fiat Money and Cryptocurrencies;
• exchange between Cryptocurrencies;
• receive any other Services that may be stipulated by the Agreement and offered via EXMO Platform.

3. What are the risks with trading on EXMO?

Trading with EXMO is on an execution only basis and using our Services is at your own risk. The risk of loss in trading or holding Cryptocurrency can be substantial. The price volatility of Cryptocurrency is outside the EXMO’s control. Any profit or loss arising as a result of a fluctuation in the value of the respective Cryptocurrency will be entirely for your account and risk. EXMO shall not be responsible for any losses incurred by you as a consequence of your own trading decisions in respect of Cryptocurrency. Also, you may refer for additional information to the relevant clause 8 of User Agreement – “RISK WARNING AND ACCEPTANCE OF SUCH RISKS BY THE USER”.

4. What fees will you have to pay us for our Services?

EXMO has the following fees for its Services:

• Deposit Fees
• Withdrawal Fees
• Trading Fees
• Fees are charged on a per-transaction basis and are calculated as a percentage of the transaction’s quote currency volume unless otherwise stated.

Full details on Fees are available via the link: Fees.

5. Is interest paid on cash and Cryptocurrency balances?

EXMO does not pay any interest on Fiat Money or Cryptocurrency balances held with us.

6. What to do if you have a complaint?

If you wish to register a complaint, please contact us:

In writing:

• EXMO EXCHANGE LTD., 2 Kingdom Street, London, W2 6JP, or
• UAB “EXMO EXCHANGE”, Giruliu g. 10-201, Vilnius, the Republic of Lithuania.

Via email: [email protected]

EXMO will investigate your complaint and will look to ensure a fair resolution.

The complaint shall include the following information:

1) Your full name, date of birth, contact details. For legal persons – name of the entity, registered code, registered address, contact details;
2) Moment of breached your rights (the moment when the you think your rights were breached);
3) The reason for the complaint. Clear description of the actions of EXMO which led to the complaint;
4) Description of circumstances which led to the complaint.

Any complaint shall be submitted in English or Lithuanian language.

You are responsible for the certainty of the personal and contact data provided in the complaint and agree that EXMO will present all the information related to the complaint handling process by using contact details provided in the complaint.
In case you submit a complaint on the same circumstances or grounds that were submitted and solved by EXMO to you before, such a complaint may be refused.

Any offer of resolution made to you will only become binding on us if accepted by you. An offer of resolution will not constitute any admission by us of any wrongdoing or liability regarding the subject matter of the complaint. The Company reserves the right to resolve disputes at its own time and disclosure but aims to resolve issues within the 30 (thirty) calendar days. Such disputes may refer to infringement of others’ rights, violation of laws and regulations, abnormal trades and others not explicitly mentioned in the User Agreement. You agree to bear the costs arising from the process of any dispute resolutions.

Please note that the Services offered by EXMO are not covered by the Financial Ombudsman Service (FOS).

7. Are you covered by the Financial Services Compensation Scheme (FSCS)?

EXMO offers the ability for Users to trade Cryptocurrencies, these activities are not covered by the FSCS.

8. How do I know you are giving me a fair deal on my trading?

Our procedures are designed to ensure that we obtain the best possible result for you. We have an open transparent trading platform where all charges are disclosed prior to opening an account. The prices on EXMO are: Bid (price available to sell) and Offer (price available to buy) set by other Users.

9. What happens if I change my mind?

You may terminate User Agreement with EXMO, and close your Account at any time, following settlement of any pending Transactions and/or Deposit and/or Withdrawal. EXMO will refund any Funds minus Transaction cost within the timescales set out below.

If you do perform a Transaction at EXMO – it cannot be reversed all trades are live and executed for you with another customer and therefore once a trade is confirmed both parties are committed to the trade.

10. What is a Cross-Chain Deposit?

Cross-chain Deposit means a Deposit to a valid Account of a particular Сryptocurrency to the wallet address designated to another Сryptocurrency.

EXMO has developed and implemented a detailed Cross-Chain Recovery Policy, which provides a detailed guideline in the cases where an erroneous Deposits of one Cryptocurrency into wallet address instead of another Cryptocurrency is made by User.

11. How long do Withdrawals and Deposits take?

Deposit and Withdrawal of Fiat money may be delayed for a period up to 1 (one) month due to bank verifications and checks.

Deposit and Withdrawal of Cryptocurrency into/from your Account may take between 1 (one) hour and 72 (seventy-two) hours, barring unforeseen or unavoidable network issues.

12. Are there restrictions on Account Deposits or Withdrawals?

EXMO is entitled to set and vary maximum and minimum limits for Deposits and Withdrawals of Funds at its own discretion. If the Account is credited with an amount that is less than allowed minimum for Deposit, funds shall not be credited to the User’s Account on the Platform or transferred back to the User (Deposits which are below the required minimums shall not be summed up). All minimum and maximum limits are set out in the table available via the following link: Limits.

In accordance with our AML/CTF and KYC Policy, EXMO does not accept Deposits from third parties or funds debited from an unverified card. Funds debited from an unverified card or from a third party bank account will not be credited and will be returned less fees.

All bank charges howsoever arising will, unless otherwise agreed, be for your account. The manner in which we remit money to you will be at our absolute discretion, taking into account our obligations under law on the prevention of fraud, countering terrorist financing, insolvency, money laundering and/or tax offences. We will normally remit money in the same method and to the same place from which it was received. However, in exceptional circumstances we may, at our absolute discretion, consider a suitable alternative.

13. Does EXMO give investment advice?

EXMO does not offer investment advice, at no point will EXMO contact you with investment opportunities and advice of potential returns.

Our Services are provided on an execution only basis. We do not provide investment advice in relation to Cryptocurrencies. We sometimes provide factual information or information on the Services we provide, information about transaction procedures and information about the potential risks involved. However, any decision to use our products or Services is made by you.

You should be careful if contacted by third parties offering investment advice or opportunities with promises of large returns.