Terms of Service
A user’s order request is equivalent to placing a service order.
The Sona Exchange website interface provides up-to-date information and the ability to manage orders.
All requests and data are processed in accordance with the Privacy Policy and the service’s AML Policy.
Order Processing and Timeframes
All transactions are subject to the rules and regulations of payment systems, banks, and blockchains.
The standard processing time for an order is up to 5 hours. In case of disruptions on the side of payment systems, banks, or blockchains, delays of up to 3 business days are possible.
The user must remain available to confirm the payment. If confirmation is not received within 5 hours, the payment may be considered confirmed based on the actual receipt of funds.
If no funds are received for the order within 5 hours, the order may be cancelled.
If the user does not confirm the payment and does not remain in contact, the order may be suspended until the user reaches out or may be processed based on the actual receipt of funds in accordance with the service regulations.
Funds received after the order expiration period are returned within 48 hours at the user’s expense. The service is not responsible for external delays related to the operation of blockchains, banks, or payment systems.
Completion of Transactions, Cancellation, and Refunds
After the transaction is completed, meaning after funds are sent to the user’s specified payout details, the transaction cannot be cancelled.
The exchange service sends funds to the details specified by the client — card number, crypto wallet address, account number, Faster Payments System (SBP), and other payment details.
The service has the right to request confirmation that the payout details belong to the user within KYC/AML procedures.
In case of a discrepancy in amounts, the service has the right to cancel the operation and return the funds with deduction of a fee in accordance with the AML policy and actual costs, if applicable.
If the transfer to the user is not completed within 48 hours, the user has the right to request a refund provided that the funds are not blocked by a bank, payment system, or under AML review.
Cancellation of a transaction at the user’s initiative is possible only before the funds are sent to the specified payout details.
The user must make the payment to the details provided in the order within the payment period allotted in the order. After this period expires or after the order is cancelled, the provided payment details are considered no longer valid, and the service does not guarantee execution of the exchange under the terms of such an order. Funds sent to invalid payment details are not considered payment for the order; the user bears responsibility for such a transfer. Upon the user’s request with proof of payment, such funds are returned minus actual costs incurred or, by agreement with the service, exchanged at the current rate.
If the user, in any form, including in a chat or correspondence with the service, has stated a refusal to proceed with the exchange or that no payment was made for the order, the order is considered cancelled and the provided payment details are considered no longer valid. The user bears full responsibility for any subsequent transfer of funds to such details; the procedure described in the previous paragraph applies to such funds.
Refunds are made within 48 hours after the refund decision is made. The service is not responsible for delays caused by third-party payment systems, banks, or blockchains.
The service has the right to involve third-party contractors and partners to perform certain operations.
In case of refusal of service, a refund is made in accordance with the AML policy published on the website.
Violation of the service terms, refusal to undergo verification, provision of false information, or other suspicious actions may result in refusal of service.
The Service reserves the right to refuse service to a user at its sole discretion, including in cases of rude, offensive, or threatening communication with service staff, attempts at pressure, blackmail, or abuse of the service, as well as any other bad-faith behavior by the user. In such cases, any received funds (if applicable) are returned to the user in accordance with the Service's AML policy.
Refusal of service is communicated via Telegram, email, or chat. Refunds are made after completion of the review within the timeframes established by the AML policy.
Verification and Legitimacy of Funds
If necessary, the transaction may be delayed for user identity verification, including in the following cases:
— when changing payout details;
— when changing the email address;
— in case of suspicious user actions and similar situations.
Using the service confirms that the origin of funds is legitimate.
The user is responsible for paying taxes in accordance with the laws of their country.
The user confirms that they are not involved in illegal activities.
Cryptocurrency Transactions
Cryptocurrency exchanges, including BTC, ETH, LTC, and other assets, require blockchain network confirmations.
Transaction confirmation may take up to 24 hours or longer, depending on network congestion.
If transaction confirmation is delayed for more than 24 hours, the service has the right to:
— request creation of a new order;
— retain the actual network fee when returning funds.
Termination of Agreement
The service may terminate the agreement with the user if there are grounds related to violation of service rules, AML/KYC policy, payment system requirements, or applicable law.
The existence of violations is determined by the service based on internal review, AML analysis results, and other circumstances of the specific case.
Refunds after termination of the agreement are made after completion of the review within the timeframes provided by the AML policy, taking into account the objective circumstances of the specific case.
Additional Proof and Verification
The service has the right to request additional proof of payment:
— receipt or payment confirmation;
— screenshots;
— TxID / transaction hash and other supporting materials.
If the client claims that they have not received the funds for their order, the exchange service has the right to request:
— account statement;
— video materials in different formats and angles;
— additional screenshots;
— completion of full identity verification.
AML and “Clean” Addresses
The service works only with clean addresses and sources of funds.
Transfers to addresses associated with:
— online casinos;
— darknet services;
— suspicious or fraudulent projects,
are not processed and are moved to additional review or refund mode in accordance with the service’s AML policy.
If the address is deemed unsuitable based on AML analysis:
— the user may provide a new “clean” address via the service’s corporate email from the same email address used to create the order;
— or request a refund under the procedure established by the AML policy. In AML cases, a fee of up to 5%, but not more than 100 USD equivalent, applies, or only actual network costs are retained for bona fide clients after successful completion of KYC/SoF.
Use of Payment Partner Services
For some directions, the exchange service uses third-party processing services and payment partners.
The minimum payment amount for such directions is specified when creating the order.
The operator may ask the user to remain in contact and confirm receipt of funds using screenshots, receipts, or TxID.
If the order cannot be completed for reasons beyond the exchange service’s control, the refund is made in accordance with the service regulations, AML policy, and actual costs of third-party services, if applicable.
Communication on Telegram is informational in nature:
— the operator may contact the client, clarify receipt of funds, and ask questions regarding the order;
— all orders must be created through the website only; orders created outside the website are not considered official.
Swap / Bridge
The “Swap” service (exchange of one cryptocurrency for another) and “Bridge” service (transfer of cryptocurrency between blockchain networks) are provided with the involvement of a third-party liquidity provider (the “Provider”). The Service provides an interface for accessing the Provider’s services; the exchange is executed by the Provider and its counterparties (exchanges and liquidity sources). Within this service the Service does not hold the User’s cryptocurrency (non-custodial model).
Exchange rate.
— Floating rate: the rate displayed at order creation is indicative; the rate is formed by the liquidity Provider based on market quotes of the Binance, Bybit, MEXC, KuCoin and Huobi cryptocurrency exchanges (the specific exchange for each order is determined by the Provider);
— the rate is finally fixed at the moment the funds are considered received by the Provider: the User's deposit transaction has appeared in the blockchain network and has received the number of network confirmations required for the respective cryptocurrency;
— the final amount to be received is calculated at the rate effective at the moment of its final fixation, including the Provider's fee incorporated into the displayed rate, less the network fee of the receiving network;
— the rate may change from the one displayed at order creation only within the actual market movement of the selected pair during processing; the maximum deviation does not exceed 5%;
— Fixed rate: valid for 30 (thirty) minutes from order creation; if the deposit is credited after this window, the floating-rate procedure applies — the rate effective at the moment of its final fixation;
— rates shown on third-party aggregators and monitorings (including BestChange) are for reference only and may differ from the rate actually applied at execution.
AML / KYC. Swap/Bridge operations are subject to AML monitoring by the Provider. The Provider may suspend order processing, request proof of the legitimate origin of funds, or require verification, and may refuse service to persons from prohibited jurisdictions or persons included in sanctions lists (including UN, EU, OFAC, OFSI). AML-related decisions for this service are made by the Provider.
Refunds. If the exchange cannot be completed (including as a result of AML checks, expiry of the rate-lock window, or technical limitations), funds are returned to the refund address specified by the User at order creation, less actual network (blockchain) fees. The refund period depends on the Provider and may take up to 10 business days.
Order cancellation. Before the deposit is received, an order may be cancelled by the User or is automatically voided upon payment timeout. After the User has sent the cryptocurrency, the exchange is irreversible due to the nature of blockchain technology and cannot be cancelled.
Responsibility for details. The User is solely responsible for verifying the correctness of the receiving address, selected network, and tag/memo (where required). Sending to an incorrect address, wrong network, or without a required tag/memo may lead to irretrievable loss of funds; such operations are irreversible and not subject to compensation.
Anonymous (shielded) transactions. For cryptocurrencies supporting both transparent and shielded addresses or transactions (including, but not limited to, ZEC, PIVX, FIRO, KMD, DASH), only transactions from transparent addresses allowing identification of the source of funds are accepted for exchange. Funds sent from a shielded address or via a protocol obscuring the source of funds are not credited, are technically impossible to return, and are considered irretrievably lost; the User bears full responsibility for such operations.
Disclaimer. The Swap/Bridge service is provided on an “as is” basis. The Service does not guarantee the availability of any particular pair, coin, or network at any given time.
Acceptance of Terms
By confirming the exchange and creating an order, the user confirms that they have read these terms and accept them in full.