1. Company details and supervisory authority

1.1. The Altcoins.bg platform (hereinafter referred to as the „Platform“ or the „Website“) is operated by “Altcoins BG” EOOD, UIC 205491943, with its registered office and business address at: Varna, 81 „Vladislav Varnenchik“ Blvd., floor 1, office 1, holding crypto-asset service provider licence No. 002-ДУКА/21.07.2026, issued by the Financial Supervision Commission, Platform contact telephone: 052 870 109, email: support@altcoins.bg (hereinafter referred to as the „Company“).

1.2. The Company is a licensed crypto-asset service provider.

1.3. The competent supervisory authority for the Company's activities is the Financial Supervision Commission (“FSC”), address: Sofia, 16 „Budapest“ St.

 

2. Subject matter and scope 

2.1. These General Terms and Conditions for using the Platform (the „General Terms and Conditions“) govern the relationship between the Company and the users of the Platform (the “Clients”) in connection with the provision of Services by the Company through the Platform

2.2. When registering on the Platform, the Client must familiarise themselves with these General Terms and Conditions, as well as the applicable policies, documents and information regarding the operation of the Platform and the provision of the Services (the “Policies“), including, but not limited to, the Company's Commercial Policy applicable to the provision of services for the exchange of crypto-assets for funds or other crypto-assets (the „Commercial Policy“) and the Company's Policy on the provision of custody services, safekeeping and administration of clients' crypto-assets, and on the segregation and safekeeping of clients' crypto-assets and funds (the „Custody Services Policy“), which are available in the Platform's registration interface. 

2.3. Clients should pay particular attention to the fact that completing registration on the Platform requires them to indicate their agreement to the General Terms and Conditions and the Policies. By indicating their agreement to the General Terms and Conditions and the Policies, registering on the Platform and thereby concluding an Agreement for Access to and Use of the Altcoins.bg Platform between the relevant Client and the Company, the Client certifies and confirms that they have familiarised themselves with the General Terms and Conditions and the Policies and agree to be bound by them when using the Services through the Platform.  

2.4. In the event of a conflict between these General Terms and Conditions and specific arrangements between the Company and the Client, including arrangements regarding specific conditions for concluding crypto-asset transactions, making crypto-asset transfers or providing other Services through the Platform (for example, regarding fees, limits, network, timeframe or expected outcome), the specific arrangements between the Client and the Company agreed through the Platform interface shall prevail .

2.5. The Services provided by the Company are officially announced through the Platform's domain. Services offered on behalf of the Company outside this official communication channel should be considered unauthorised and potentially fraudulent.

 

3. Definitions

3.1. „Platform“ or „Website“ means the Altcoins.bg platform. 

3.2. „Company“ means „Altcoins BG“ EOOD.

3.3. „Crypto-asset“ means a digital representation of a value or of a right that is able to be transferred and stored electronically using distributed ledger technology or similar technology.

3.4. „Funds“ or „monetary funds“ means banknotes and coins, scriptural money or electronic money as defined in Article 2, point (2), of Directive 2009/110/EC .

3.5. „Request“ means any request by a Client to exchange crypto-assets for funds (sale of crypto-assets), exchange funds for crypto-assets (purchase of crypto-assets), exchange crypto-assets for other crypto-assets or transfer crypto-assets through the Platform.

3.6. „Transaction“, “Transfer“ or „Remittance“ means the transfer of crypto-assets on a Client's instructions to a recipient's address (the address of a recipient who holds their crypto-assets with the Company through the Platform or the address of a recipient who does not hold their crypto-assets with the Company through the Platform), including where the transfer forms part of the execution of a request to exchange crypto-assets for funds or other crypto-assets.

3.7. „Execution“ means the stage at which the Company has completed the preliminary checks and has commenced technical or operational actions to perform the Service. For the avoidance of doubt, execution of a Client's request for a crypto-asset exchange transaction means that a transaction is concluded through the Platform with the Company as the counterparty. The Client is not entitled to submit through the Platform any requests, orders or instructions to conclude, on their behalf, any crypto-asset transactions with any other party or on any crypto exchange or other crypto-asset trading venue, and the Company cannot execute such requests, orders or instructions because its licence does not include the provision of such services. 

3.8. „Tariff“ means the Company's Tariff published on the Website.

3.9. „Exchange“ or „crypto exchange“ means a platform for exchanging crypto-assets other than the Platform.

3.10. „Client“ means any natural person, legal person or other person that uses the Services through the Platform.

3.11. „User“ means a person who visits the Platform's address, regardless of whether they subsequently become a Client.

3.12. „Address“ or „crypto address“ means an address on the relevant blockchain network through which a particular crypto-asset is received or sent, or its balance is recorded.

3.13. „Client Identification“ means the process of identifying the Client and establishing the source of their funds in compliance with the applicable requirements for implementing measures against money laundering or terrorist financing.

3.14. “Services“ means services for the exchange of crypto-assets for funds; exchange of crypto-assets for other crypto-assets; safekeeping, custody and administration of crypto-assets on behalf of Clients; and transfer of crypto-assets on behalf of Clients.

 

4. Eligibility and territorial scope

4.1. (Amended on September 29, 2026) The Services are provided to individuals with their habitual residence and to legal entities with their registered office or registration in the Republic of Bulgaria or in another country in which the Company is authorized to provide the relevant Services on a cross-border basis in accordance with applicable law, including after completion of the applicable procedure under Article 65 of Regulation (EU) 2023/1114 (MiCA).

4.2. (Аmended September 29, 2026) The availability of individual Services may vary depending on the country, the Customer’s category, and the applicable legal, regulatory, AML/CFT, sanctions, technical, and operational requirements. The Company may refuse to register a Client or provide a specific Service when necessary to comply with such requirements.

4.3. The Client must be of legal age and have legal capacity to conclude the necessary agreements with the Company for the use of the Platform and the Services.

 

5. Account, access, identification and security

5.1. An account on the Platform is required to use the Services, unless the Company has expressly provided for another procedure for a particular Service or operation.

5.2. The Client is responsible for the accuracy, completeness and currency of the data provided, including their email address, telephone number, identification details, billing details and information required in connection with Client identification, and for updating such data on their own initiative as soon as practically possible following any change, without the need for an express request from the Company.

5.3. (amended September 29, 2026) The Customer is not permitted to disclose to third parties the personalized security credentials for accessing the Platform, including the username, password, or other security elements required to access their account. The Platform and the Services are provided for the Client’s use on their own behalf and in connection with their own transactions involving cryptoassets and funds. The Client is not permitted to use the Platform for the purpose of providing crypto-asset services to third parties on a commercial basis or to use their account for transactions on behalf of third parties, unless this is expressly permitted under applicable law and has been pre-approved by the Company.

 

Translated with DeepL.com (free version)

5.4. The Company may apply security measures, including two-factor authentication (2FA), upon login, upon a request to transfer crypto-assets held by the Client, and when key details for accessing the Client's account on the Platform are changed, including email, two-factor authentication settings or withdrawal addresses.

5.5. The Client may optionally activate a feature in their account allowing crypto-asset transfers only to pre-approved addresses. The feature, its limitations and its applicability are described in the Platform interface.

5.6. In the event of a suspected compromised account, a login to the Client's account on the Platform that raises doubts as to whether it was made by the Client themselves, unauthorised activity from the Client's account, or another security risk to the Client's account or the Platform, the Company may temporarily restrict or suspend crypto-asset exchange transactions or other operations, including crypto-asset transfers, while contacting the Client by telephone and/or email. Functionality may be restored following confirmation by the Client and/or additional verification.

5.7. The Client must use highly complex passwords to access their account on the Platform, keep them secret and exercise due care regarding the security of their device, including using the necessary antivirus protection and other necessary software, ensuring a reliable internet connection, and safeguarding all personalised security credentials for accessing or verifying their crypto wallets and seed phrases. If the Client fails to comply with the obligations in the preceding sentence,  they shall be deemed to have acted with gross negligence, in which case the Company shall not be liable for any damage suffered by the Client in connection with unauthorised access to their account or operations, transfers or transactions, including crypto-asset exchange transactions, carried out on their behalf using the Client's account on the Platform but not instructed by the Client.

 

6. Client identification, applicability of sanctions regimes and prohibited use

6.1. The Company identifies its Clients by conducting customer due diligence in accordance with applicable legislation, including collecting documents from the Client and retaining them in the prescribed manner.

6.2. The Company may request additional information and documents concerning the source of the Client's funds in accordance with applicable legislation on measures against money laundering and terrorist financing .

6.3. The Company is entitled to delay, refuse, suspend or terminate the provision of Services to the Client and/or restrict the Client's crypto-asset transfers or access to their account where this is required under applicable legislation, including sanctions legislation applicable to the Company's activities and legislation on measures against money laundering and terrorist financing, or where anti-fraud measures or other security measures for the Client's account and/or the Platform are necessary.

6.4. Each Client undertakes to comply with applicable legislation, the Policies and these General Terms and Conditions and not to use the Platform for unlawful activities, fraud, money laundering, terrorist financing, trading in prohibited products or services, circumventing sanctions or other unlawful purposes.

6.5. The Company accepts payments of funds for transactions through the Platform only from a payment account, including a bank account, held in the Client's name and does not accept payments from third parties, except pursuant to an express arrangement with the Client, following verification of the source of funds and the provision by the Client of adequate evidence that the funds belong to the Client.

7. Supported crypto-assets, fees, limits and currencies of funds used

7.1. The types of crypto-assets that may be the subject of the Services, including those that may be exchanged, held, administered or transferred through the Platform, are determined at the Company's discretion in accordance with the Commercial Policy and are visible to Clients through the Website and/or the Platform interface.

7.2. Supported crypto-assets, accepted currencies of funds, blockchain networks, payment methods, limits and fees are displayed in the Platform interface and/or in the Company's published Tariff.

7.3. Before confirming an operation resulting from a request submitted by the Client through the Platform, the Client is shown the applicable fees, expected outcome (amount and/or exchange rate), applicable limits and, where relevant, network fees (gas fees) subject to which the exchange transaction will be executed using the Services.

7.4. The minimum and maximum amounts (limits) of payments of funds for the exchange of funds for crypto-assets (purchase of crypto-assets) and the exchange of crypto-assets for funds (sale of crypto-assets), and the minimum and maximum amounts (limits) of transactions involving the exchange of crypto-assets for other crypto-assets or other operations through the Platform, are determined in accordance with the Commercial Policy, and the information is published in the Platform interface. The applicable limits are visible on the Platform before the relevant operation is carried out and may vary depending on the type of Service, the particular crypto-asset, the type of operation, the currency of funds used, the selected payment method, the Client's identification and verification status, the operation's risk profile, applicable legal and regulatory requirements, and the restrictions imposed by banks and other payment service providers . The Company is entitled, at its sole discretion, to refuse, delay or request additional confirmation/information for an operation that is below the applicable minimum limit or above the applicable maximum limit.

7.5. The final price payable by the Client when concluding a crypto-asset exchange transaction through the Platform is determined in accordance with the Commercial Policy and may include the value of the requested crypto-assets, transfer fees for the relevant blockchain network and the Company's commission, which constitutes the Company's remuneration for providing the Service.

7.6. The Company may unilaterally change limits, supported crypto-assets covered by the Services, supported networks and other conditions in accordance with the Commercial Policy. In addition, the Company is entitled to unilaterally change the commissions applicable to the Services by amending the Company's Tariff. The Company shall duly notify Clients through a prominently displayed notice on the Website and in the Platform interface accessible in Clients' accounts, and shall publish the amendment to the Company's Tariff on the Website and in the Platform interface at least one month before it takes effect. In this case, until the amendment to the Company's Tariff takes effect, Clients are entitled to unilaterally terminate all agreements concluded with the Company for the use of the Services and close their accounts on the Platform without a notice period and without owing any fees or penalties in connection with the termination of the agreements and the closure of the account. If Clients do not terminate their agreements and close their accounts in accordance with the preceding sentence, they shall be deemed to have accepted and agreed to the amendment to the Company's Tariff.

 

8. General principles and risks relating to crypto-assets

8.1. The Company expressly warns Clients that crypto-assets are high-risk and highly volatile assets. Their prices may change significantly over a short period of time, including between the time the Client submits a request and the time it is executed.

8.2. The Company does not provide investment advice, does not make individual investment recommendations and does not guarantee returns, profit, preservation of value or recovery of losses resulting from the use of the Services. All information on the Platform is for information purposes, unless expressly stated otherwise. The Company strongly recommends that Clients consult their own licensed financial advisers, qualified tax advisers and legal advisers if they lack the knowledge and experience necessary to properly assess the risks of investing in crypto-assets, the applicable tax treatment of crypto-asset transactions and the nature of the legal relationships that will arise between the Company and the relevant Client in connection with crypto-asset transactions concluded as a result of using the Services through the Platform. Clients should pay particular attention to the fact that all crypto-asset transactions they conclude through the Platform are undertaken at their own discretion and risk, and nothing in these General Terms and Conditions or in any other information available on the Website or the Platform is intended or should be understood as any recommendation to conclude specific crypto-asset transactions. 

8.3. Blockchain transfers are generally irreversible. Accordingly, when requesting a crypto-asset transfer through the Platform, the Client bears the risk of entering an incorrect address, selecting an incorrect network, omitting or entering an incorrect memo/tag, sending crypto-assets to an unsupported address or network, or sending crypto-assets to a third party's wallet or platform, unless the error is caused by a demonstrable technical problem with the Platform or an error by the Company. In the absence of a proven error by the Company or a technical problem with the Platform, the Company shall not be liable for an incorrect crypto-asset transfer on the Client's behalf or for a delay in or failure to carry out the crypto-asset transfer requested by the Client resulting from incorrect or incomplete information provided when requesting the transfer, as described in the preceding sentence. 

8.4. The Company strongly recommends that Clients transfer crypto-assets to their own wallets, the seed phrases or other access credentials for which are held by the Clients themselves. The Company shall not be liable for any damage suffered by the Client as a result of transfers of crypto-assets to wallets, exchanges or other platforms owned or controlled by third parties.

 

9. Requests and conclusion of crypto-asset exchange transactions 

9.1. For a transaction involving the exchange of funds for crypto-assets (purchase of crypto-assets), exchange of crypto-assets for funds (sale of crypto-assets) or exchange of crypto-assets for other crypto-assets to be validly concluded, the Client must have a registered and, where applicable, verified user profile on the Platform, request the desired operation and provide the minimum information necessary for its execution.

9.2. The Client must provide a valid contact email address and telephone number, as well as all data and documents required for Client identification, verification of the source of their funds and other necessary checks under the applicable Platform rules and the Policies.

9.3. The Client is informed of the collection and processing of their personal data (where the Client is a natural person, or of their representatives' personal data where the Client is a legal entity) , which are necessary to execute the order, maintain the account and fulfil the Company's statutory obligations, including under the Measures Against Money Laundering Act.

9.4. The Client confirms their registration in the manner specified in the Platform interface, including through a link or other confirmation mechanism sent to the email address provided.

9.5. The Client agrees that the email address they provide may be used for contact, notifications, confirmations and feedback relating to their account on the Platform, their requests and transactions concluded through the Platform. The Client may change their contact information through their user profile, and the Company shall be deemed notified once the change has been confirmed.

9.6. The Client may expressly provide separate consent to receive commercial communications, where applicable.

9.7. When completing a request, the Client must fill in all mandatory fields, review the data entered and check for inaccuracies before confirming it in the Platform interface.

9.8. The request is confirmed by clicking the „Continue“ or „Confirm“ button, or another clearly indicated mechanism in the electronic form in the Platform interface. 

9.9. If the Client enters incomplete, inaccurate, false or incorrect data, the request may be considered invalid and may not be executed. The Company shall not be liable for damage, including losses incurred or loss of profit, arising from data incorrectly entered in the request by the Client.

9.10. The minimum information necessary to conclude an exchange transaction through the Platform includes at least the name or business name, as applicable, of the Client carrying out the transaction, as well as a contact email address and telephone number, unless additional information is required for the particular operation.

 

10. Additional requirements for concluding exchange transactions through the Platform 

10.1. To purchase crypto-assets (exchange funds for crypto-assets), the Client must specify a valid method for receiving the relevant quantity of crypto-assets, including their own wallet address or an address provided through the Platform, and select a preferred payment method.

10.2. To sell crypto-assets (exchange crypto-assets for funds), the Client must submit a request through the Platform, send the requested quantity of crypto-assets from their crypto address and specify their preferred method for receiving payment in funds for the particular transaction.

10.3. When crypto-assets are sold (exchanged for funds), the amount of funds due to the Client is paid after the required number of confirmations has been received on the relevant blockchain network and the applicable checks have been completed.

10.4. The Company exchanges crypto-assets for other crypto-assets on a „best efforts“ basis (best effort). The exchange rate and/or outcome are determined in accordance with the Commercial Policy based on actual execution under the available market conditions, liquidity providers and applicable fees, and the Client is shown the applicable parameters before confirming their request to conclude the relevant transaction for the exchange of crypto-assets for other crypto-assets.

10.5. Due to the high volatility of crypto-assets, the price at the time the Client submits the request may differ from the price at the time the relevant crypto-asset exchange transaction is executed. The amount may therefore be recalculated at the prevailing exchange rate at the time of execution of the crypto-asset exchange transaction in accordance with the Commercial Policy, and the Client receives electronic confirmation or information about the recalculation at the email address they have provided and/or in the Platform interface.

10.6. When a request is submitted or processed, the Client is shown the current exchange prices and the estimated value of the crypto-asset exchange transaction in the Platform interface, with prices determined in accordance with the Commercial Policy. When processing the request, the Company carries out the operation requested by the Client in accordance with the confirmed parameters and applicable rules, including the Commercial Policy.

10.7. Execution of a transaction involving the exchange of crypto-assets for other crypto-assets is deemed to have commenced when, following confirmation by the Client and completion of the applicable checks, the Company has initiated irreversible operational actions relating to the transaction, including placing an order with a liquidity provider, broadcasting a transaction, initiating a payment or taking another technical/operational step.

10.8. Once execution has commenced, the Client is not entitled to cancel the particular request for a crypto-asset exchange transaction.

10.9. The Client may withdraw from concluding a crypto-asset exchange transaction while completing the request, by not confirming or not paying for the request, or in another manner specified in the Platform interface before execution commences. Following confirmation and commencement of execution of the Client's request, withdrawal from concluding the exchange transaction is possible only with the Company's express consent.

10.10. If payment from the Client has not been received, is incomplete or has not been made, the Company may consider the Client to have withdrawn the request and cancel it.

10.11. When the Client submits a purchase request (exchange of funds for crypto-assets) or a sale request (exchange of crypto-assets for funds), it remains valid for a period determined according to the method by which it is carried out and displayed in the Platform interface, taking into account the rules set out in the Commercial Policy. If confirmation, payment or the necessary information is not received within this period, the request may be cancelled.

10.12. The Platform operates continuously (i.e. on a 24/7 basis), to the extent permitted by the payment methods, banks, providers, blockchain networks and technical infrastructure used.

10.13. The Client may monitor the current status of their request through the Platform and/or submit enquiries by email or through an available chat function (live chat), if such functionality is available.

10.14. By accepting these General Terms and Conditions, the Client certifies that they understand and agree that execution of the crypto-asset exchange transaction may depend on the speed of the relevant blockchain network, the number of required confirmations, the timeframes for transferring funds and the actions of third parties – providers of the relevant services necessary to carry out the exchange transaction – which are beyond the Company's control.

10.15. If a problem arises with the execution of the request, the Company notifies the Client by email, a message in their account on the Platform, a telephone call or another appropriate communication channel.

 

11. Payments of funds, partial payments, overpayments and refunds

11.1. The Company accepts payments of funds only from a payment account, including a bank account, held in the Client's name. Refunds of funds are made only to the same payment account, including bank account, from which the funds were received, and only in the Client's name.

11.2. (amended September 29, 2026) The Company does not accept funds from third parties and does not make payments or refunds to payment accounts, payment instruments, or other payment methods belonging to third parties.

11.3. Where a partial payment of no less than EUR 50 or its equivalent in another currency is received, the Company may consider that the Client has unilaterally changed the value of the request and exchange the funds received for crypto-assets of the type requested by the Client up to the monetary value actually paid. In this case, agreed discounts may cease to apply, except where the difference is insignificant and within a statistical or technical margin of error, for example 5–10 cents.

11.4. Where an amount exceeding the amount specified in the request is received, the Company may consider that the Client has unilaterally changed the value of the request and exchange the funds received for crypto-assets of the type requested by the Client up to the amount actually received, while preserving agreed discounts and preferential exchange rates to the extent applicable.

11.5. Where an amount other than the amount expected under a particular request is received, including an overpayment or an amount lower than required, the Company sends an email or other notification to the Client within 48 hours of receipt of the amount, requesting information and confirmation. The Client may choose to adjust the request to reflect the funds actually received, where applicable and permitted, or to have the overpaid amount refunded to the same account from which they paid the funds.

11.6. If the Client does not respond within 48 hours or does not provide the necessary information, the Company may temporarily retain the funds until the Client's instructions are clarified and/or refund the overpaid amount to the same account from which the funds were received, following the necessary checks.

11.7. If the operation is refused or terminated before execution commences due to technical reasons, security measures or compliance requirements, the Company takes steps to refund the Client's funds, provided that this does not conflict with the requirements of applicable legislation and following completion of the necessary checks.

11.8. If execution has already commenced and irreversible actions or costs have occurred, including a payment order, network fees or a completed exchange, a refund may not be possible. In such cases, the Company notifies the Client to the extent permitted by the requirements of applicable legislation.

11.9. The Company reserves the right to refuse to carry out a crypto-asset exchange transaction for any Client. In this case, the Company returns the funds to the account from which they were received, after deducting verifiable and applicable fees and costs, where these are provided for in the Tariff or the Commercial Policy or arise from the payment method used to transfer the funds to the Company.

11.10. When refunding funds, the Company may deduct non-recoverable costs relating to bank, payment or network fees, as well as processing fees, where these are provided for in the Tariff or the Commercial Policy and are applicable to the relevant operation.

11.11. Refunds of funds are processed without undue delay once there is a clear basis for the refund, the Client has provided the necessary information and the applicable security and compliance checks have been completed. The actual timeframe for the Client to receive the funds depends on the applicable rules, policies and processing timeframes of the Client's bank or payment service provider, as applicable.

11.12. Blockchain transfers of crypto-assets are generally irreversible. The return or cancellation of a crypto-asset transfer is not guaranteed and is often technically impossible. If the Client wishes to change their position after receiving crypto-assets, they may request a sale back (exchange of the acquired crypto-assets for funds) or an exchange of the acquired crypto-assets for other crypto-assets desired by the Client at the market rate displayed on the Website and determined in accordance with the Commercial Policy, provided that this Service is available at the relevant time.

 

12. Invoices and documents for completed orders

12.1. When submitting a request to purchase crypto-assets (exchange funds for crypto-assets), the Client specifies whether they wish to receive an invoice or similar document for the executed request.

12.2. Under the legislation in force, an invoice may be requested within 5 days of submitting the request and after providing the information required by law to be included in the invoice.

12.3. When the Client requests an invoice to be issued to a legal entity, they must provide the business name, UIC/BULSTAT number, whether or not the entity has a VAT number, address, details of its representative, email address for receiving the invoice, contact telephone number, and whether they are acting as a manager, another representative of the legal entity or an authorised person.

12.4. When the Client requests an invoice to be issued to a natural person, they must provide their full name (all three names), personal identification number (EGN), address, whether or not they are VAT-registered, email address for receiving the invoice and contact telephone number.

12.5. If the information necessary to issue an invoice is incomplete, inaccurate or missing, the Company may refuse to issue an invoice until correct data are provided.

 

13. Custody, safekeeping of crypto-assets and address model

13.1. Clients wishing to use the Company's crypto-asset safekeeping and custody Services must duly conclude a Crypto-Asset Custody and Administration Agreement with the Company, setting out the terms, including the rights and obligations of the Company and the Client in connection with the use of these Services. By accepting these General Terms and Conditions, the Client confirms that they have been informed and agree that the Company cannot provide them with crypto-asset safekeeping and custody Services before the Crypto-Asset Custody and Administration Agreement has been concluded between the Client and the Company.  

13.2. The Company provides crypto-asset safekeeping and custody Services to Clients in accordance with the Custody Services Policy. By signing the Crypto-Asset Custody and Administration Agreement and completing registration to use the Platform, the Client confirms that they have familiarised themselves with the Custody Services Policy and agrees that their crypto-assets will be held by the Company in compliance with the requirements of the Custody Services Policy. 

13.3. Depending on the particular crypto-assets and the infrastructure or provider used, when providing crypto-asset safekeeping and custody Services to Clients, the Company may use omnibus crypto-asset addresses, i.e. shared addresses in the Company's name at which Clients' crypto-assets are held, and/or segregated crypto-asset addresses, with the internal allocation to each Client recorded in the Company's systems.

13.4. When crypto-asset safekeeping and custody Services are provided to Clients, the Client may have their own deposit address for some crypto-assets, while for others the transfer of crypto-assets to the Client's address with the Company may be made using an address and memo/tag. The current method for each asset is displayed in the Platform interface.

13.5. When providing crypto-asset safekeeping and custody Services to Clients, the Company may use sub-custodians or other third parties for technological infrastructure, provided that this does not breach applicable requirements and that the infrastructure and storage used are within the European Economic Area where required by applicable legislation.

 

14. Transfers of crypto-assets

14.1. The Company provides crypto-asset transfer services, including transfers of crypto-assets to an external address, i.e. an address that is not available or held on the Platform, internal transfers between Clients of the Platform, and transfers of crypto-assets as part of the execution of an exchange transaction, for example a payout to the Client or to an address specified by the Client.

14.2. The supported networks and technical requirements for each type of crypto-asset are displayed in the Platform interface.

14.3. The Client may initiate a crypto-asset transfer through the Platform interface or another channel expressly authorised by the Company and must confirm the type of crypto-asset, network, address or recipient, amount, fees and other details necessary to carry out the transfer.

14.4. Before final confirmation, the Company provides, in the Platform interface and according to the particular type of crypto-asset and network, information and warnings regarding the risk of an incorrect address, incorrect network, missing or incorrect memo/tag, as well as the applicable fees, including network fees where relevant.

14.5. Execution of a crypto-asset transfer Service is deemed to commence when the Client has confirmed the transfer, the applicable checks by the Platform's system have been completed and the transfer has been internally triggered for operational processing.

14.6. The Company processes crypto-asset transfers without undue delay and normally within 30 minutes after the Client initiates the transfer, unless manual review, additional documents or information are required, there is a technical problem, congestion or interruption affecting a network/provider, or there is a statutory obligation to delay or suspend the transfer.

14.7. The Company may manually review crypto-asset transfers where risk matrices are triggered, external or internal security alerts are raised, or other circumstances require additional verification.

14.8. The Company may reject, suspend or return a crypto-asset transfer where required by applicable legislation, in the event of suspected fraud or unlawful activity, a need for additional information, a technical problem, an unsupported network, an invalid format, a discrepancy, a suspected compromised Client account or a security risk, as well as on similar grounds.

14.9. Where a crypto-asset transfer is rejected or suspended, the Company notifies the Client in an appropriate manner, including by email or a message in their account on the Platform, providing information on the reason to the extent permitted by applicable legislation. 

14.10. The Company applies compliance measures, including collecting, verifying and transmitting data relating to the relevant instructed crypto-asset transfer in accordance with the requirements of applicable legislation.

14.11. Where data are missing, incomplete or inconsistent, the Company may suspend or refuse a crypto-asset transfer until the data have been clarified.

 

15. Incorrect address, incorrect network and assistance

15.1. The Company shall not be liable where the Client provides an invalid, incorrect or unsupported address for a crypto-asset transfer, selects an incorrect network, fails to enter a required memo/tag or enters an incorrect memo/tag.

15.2. The Company shall not be liable for a transaction incorrectly carried out by the Client. Crypto-asset transfers are technically one-way and, in practice, are often impossible to reverse.

15.3. In the event of an incorrect crypto-asset transfer, including an incorrect network, incorrect address or missing/incorrect memo/tag, the Company may offer assistance on a „best efforts“ basis (best effort) to recover the crypto-assets where technically possible, without being liable to the Client if the crypto-assets are not successfully recovered.

15.4. The Company may charge a fee and/or require reimbursement of costs for such assistance in accordance with the Company's Tariff.

 

16. Complaints and reports

16.1. The Client may submit complaints and reports by email to support@altcoins.bg. The Company maintains and applies a Complaints Handling Policy published on the Website and processes complaints, conducts checks and takes other action in connection with submitted complaints in accordance with that Policy.

16.2. If dissatisfied with the action taken by the Company in connection with the complaint, the Client may submit a report to the FSC or another competent authority where they consider that there are grounds to do so, as well as to the General Conciliation Commission at the Commission for Consumer Protection – address: Sofia, 1 „Vrabcha“ St., floors 3, 4 and 5, telephone: + 359 2 933 05 65; email: info@kzp.bg; website: www.kzp.bg

 

17. Notifications

17.1. The Company notifies the Client of important changes, events, operations, risks or actions by email, a message upon login to the Client's account, a message in the interface, a telephone call or another appropriate channel, where applicable, and in accordance with the procedure specified in the agreements concluded with the Client for the use of the Services.

17.2. Notifications are deemed received upon delivery of an email and/or upon login to the Client's account, whichever occurs first, unless applicable legislation provides otherwise.

17.3. The Company shall not be liable if the Client has lost access to the email address they provided, has failed to update their contact information or does not monitor messages in their account.

 

18. Amendments to the General Terms and Conditions and reserved rights

18.1. The Company may amend these General Terms and Conditions and shall notify the Client of each amendment through a notice in the Platform interface and on the Website, publishing the amendments to the General Terms and Conditions and their effective date at least one month before the amendment takes effect. If the Client does not agree with the amendment to the General Terms and Conditions, they are entitled, before the amendments take effect, to unilaterally terminate the agreements concluded between them and the Company and request the termination and closure of their account without a notice period and without owing any fees or penalties in connection with the termination of the agreements and the closure of the account. In this case, the Client's account is closed if there are no outstanding obligations to the Company, including pending disputes between the Client and the Company. If the Client does not terminate the agreements concluded with the Company and does not request closure of their account on the Platform in the manner and within the period specified above, they shall be deemed to have accepted the amendment to the General Terms and Conditions. 

18.2. The Company may store, analyse and use statistical and marketing information concerning interest in the Company's content and Services, and how they are searched for, accessed and used, without including personal data or enabling the identification of Clients individually or as a group, unless a valid legal basis exists and the applicable personal data protection rules are complied with.

18.3. The Company reserves the right to change the functionality, design, method of submitting requests and any other information on the Website in order to improve customer service, security and compliance and optimise the Services.

 

19. Termination and account closure

19.1. The Client may close their account at any time, provided that there are no outstanding obligations to the Company, pending disputes, incomplete operations and/or legal restrictions.

19.2. The Company may restrict or terminate an account and/or Services in the event of a breach of the General Terms and Conditions or legal requirements, the provision of false data or falsification, abuse, fraud or a security risk to the Platform.

19.3. Upon termination, to the extent permitted by applicable legislation, the Company provides the Client with the opportunity to withdraw their assets within 5 business days.

 

20. Suspension or change of support for crypto-assets or a network on the Platform 

20.1. The Company is entitled to discontinue the provision of Services on the Platform involving certain crypto-assets and/or a particular network, allowing Clients 30 days to transfer those crypto-assets to another address of their own outside the Platform, unless exceptional circumstances, a legal requirement, a security risk or technical impossibility require a shorter period or immediate action.

20.2. In the cases referred to in the preceding clause, the Company may suspend incoming transfers of those crypto-assets, suspend exchange/trading of those crypto-assets and/or keep only outgoing transfers of those crypto-assets active for the specified period, to the extent technically possible.

 

21. Exceptional circumstances and temporary suspension of Services

In exceptional circumstances, including a so-called hard fork, an exploit, a compromised network, a technical failure, a security risk to the Platform, actions by third parties – providers of services necessary for the operation of the Platform, blockchain congestion, a market emergency or other similar reasons, the Company is entitled to immediately and temporarily suspend the execution of incoming and outgoing crypto-asset transfers, exchange transactions or other Services without prior notice until the risk has been eliminated or brought under control, without being liable to Clients for damage suffered, including losses or loss of profit, resulting from the temporary suspension of the Services.

For the purposes of this provision, „hard fork“ means a significant change to the rules of a blockchain network that may result in the network splitting into two or more versions and temporarily create uncertainty regarding the processing or support of the relevant crypto-asset. „Exploit“ means the abuse of a technical weakness or vulnerability in a blockchain network, smart contract, software, protocol or other related system that may create a risk to security, funds or the normal operation of the services.

 

22. Liability and limitations of liability

22.1. To the fullest extent permitted by applicable legislation, the Company's liability for direct damage suffered by a Client is limited to the amount of fees and commissions paid by the Client to the Company during the 12 months preceding the event that caused the damage.

22.2. To the fullest extent permitted by applicable legislation, the Company shall not be liable for indirect damage, consequential damage, loss of profit, loss of opportunity, market losses, loss of returns or depreciation of crypto-assets.

22.3. The Company shall not be liable for losses or delays caused by market volatility and market risk, an incorrect address/network/memo/tag entered by the Client, blockchain congestion, network problems, protocol changes, or acts or omissions of payment service providers, infrastructure providers, blockchain networks or other third parties.

22.4. The Company shall not be liable for technical problems or damage arising from software, computer equipment, an internet connection, gross negligence by a Client or actions of third parties, including unlawful actions, or from unforeseeable or exceptional circumstances.

22.5. The Company shall not be liable for actions carried out on behalf of a Client who has voluntarily provided their access credentials, seed phrase, access to a crypto wallet or another means of control to third parties, or has failed to exercise due care regarding the security of their software, computer equipment, internet connection, passwords or other personalised security credentials for accessing their account.

22.6. The Company shall not be liable for losses arising from an investment decision by the Client or a change in the value of crypto-assets.

 

23. Evidence, logs and deadline for reporting a problem

23.1. The Client accepts that the Company's system logs and records, account data, electronic confirmations, public blockchain data and transaction identifiers may serve as evidence of the initiation, confirmation, execution, status or refusal of operations.

23.2. The Client must notify the Company of any identified problem, dispute, error or claim within 7 days of becoming aware of it or its occurrence.

 

24. Personal data

24.1. The Company processes the personal data of its Clients who are natural persons and of representatives of Clients who are legal entities for the purposes of providing the Services, including maintaining an account; fraud prevention and KYC/AML/sanctions compliance in fulfilment of its statutory obligations; communication with the Client in connection with the Services; and  protecting the Company's rights and legitimate interests.

24.2. Detailed information on the Company's processing of personal data is contained in the Privacy Notice/Privacy Policy published on the Website. Data subjects are entitled to exercise their rights by sending a request to support@altcoins.bg or to the Company's business address, and have the right to lodge a complaint with the Commission for Personal Data Protection. 

 

25. Applicable law, jurisdiction and language

25.1. The relationship between the Company and the Clients, including any relationship arising from these General Terms and Conditions, is governed by Bulgarian law.

25.2. (amended September 29, 2026) All disputes shall be referred for resolution to the competent court in the city of Varna; however, this choice of venue shall not apply to a Customer who is a consumer. In the latter case, the competent Bulgarian court to resolve the dispute shall be determined in accordance with the provisions of Article 113 of the Civil Procedure Code. For Customers who are consumers with their habitual residence in another EU Member State, the jurisdiction of the courts is determined in accordance with Regulation (EU) No. 1215/2012 (“Brussels Ia”), and the consumer has the right to bring a claim against the Company either before the courts in the Republic of Bulgaria or before the court in the consumer’s place of residence in the relevant EU Member State.

 

26. Contact details

26.1. Contact and support email: support@altcoins.bg.

26.2. Telephone: 052 870 109.

26.3. Address: Varna, 81 „Vladislav Varnenchik“ Blvd., floor 1, office 1.

 

These General Terms and Conditions were adopted by the sole owner of the capital of “ALTCOINS BG” EOOD on July 21, 2026, and were amended on September 29, 2026 (Current Version) by a resolution of the sole owner of the Company’s capital.

 

Last updated: September 29, 2026