Consumer Protection Policy

1. Purpose and Commitment

1.1 Purpose. This Policy sets out how Nelvoi Ltd («NELVOI», «we») commits to treating people who use the Platform for personal, family or household purposes («Consumers»). Business and entity accounts are governed by separate terms.

1.2 Our commitment. To treat every consumer fairly and honestly; to give clear, accurate and timely information; to price transparently with no hidden fees; to handle complaints accessibly and within stated deadlines; and to respect consumer rights under applicable law.

1.3 What a commitment is worth. Every company writes a paragraph like the one above. The parts of this document that matter are the ones with numbers in them — the deadlines in Section 4 and the specific disclosures in Section 2 — because those are the ones you can hold us to.

2. Transparency

2.1 About the service. Before you use a service we tell you what it does, who provides it, what you must satisfy to be eligible, and where it is not available. Where a service depends on a partner institution's permissions rather than our own, we say so.

2.2 Fees. Every fee is published at https://nelvoi.com/pricing, including the ones set to zero. Fees are shown before you confirm a transaction. Currency conversion happens at the market rate with the fee stated separately, never buried in a worse rate. We do not charge hidden fees.

2.3 Costs that are not ours. Two costs exist that we neither set nor receive: blockchain network fees, set by the network you send from, and surcharges applied by individual ATM operators, displayed by the machine before you confirm. We name them rather than let them look like ours.

2.4 Risk. The Risk Disclosure at https://nelvoi.com/risk-disclosure sets out what can go wrong, including the parts that are irreversible and the fact that no deposit guarantee scheme covers crypto anywhere. It is written to be read, not to be survived in court.

3. Your Rights

3.1 To information. Clear and accurate information before you use a service; access to your transaction history and statements at no charge; notice of material changes to terms or fees before they take effect; and information about how your data is used.

3.2 To fair treatment. To be treated fairly and without discrimination; to receive the service as described; to have a complaint heard and answered; and to end the relationship in accordance with the terms.

3.3 To refunds. Subscription fees are refundable in the case of a billing error, a duplicate charge, or a failure on our part to provide the service. Card transactions follow the dispute process of the relevant payment network, and we will help you use it. Many transactions are irreversible once authorised — see the Risk Disclosure — and no provider can promise otherwise.

3.4 To cancel. You may close your account at any time once obligations are settled and any balance withdrawn. There is no closing fee, and there never will be — it is listed on the pricing page as an explicit zero. You may cancel a paid plan at any time and drop back to Free without losing your card, your number or your balance.

4. Complaints

4.1 How. Write to [email protected] with «Complaint» in the subject, including your account email, what happened with dates, what you have already been told, and the outcome you are asking for.

4.2 Deadlines we hold ourselves to. Acknowledgement with a reference number within two (2) business days. A substantive response within fifteen (15) business days, saying what we found, what we are doing and why. If a case is genuinely complex we tell you before the fifteen days are up and give a date — we do not let the deadline pass in silence.

4.3 Escalation. If the answer does not satisfy you, ask for a senior review; it is handled by someone who was not involved in the original decision, within a further ten (10) business days. Where a shorter deadline applies in your jurisdiction, the shorter one governs.

4.4 Going outside us. You may complain to the relevant financial regulator or ombudsman, and to the data protection authority in your country, at any point and independently of us — including before our own process is finished. We will not treat that as a reason to stop working on your case, and we will not ask you to withdraw it. The full procedure is at https://nelvoi.com/complaints.

5. Accessibility and Plain Language

5.1 Where to find this. This Policy is published on the Site, is linked from the legal index at https://nelvoi.com/legal and from the footer of every page, and is available on request to [email protected].

5.2 Plain language. We write in plain language deliberately. Where a document must use a legal term, it explains it the first time. If something we have written is unclear, tell us at [email protected] — a document that needs explaining is usually a document that needs rewriting, and we would rather hear about it.

5.3 Alternative formats. If you need information in another format, or have an accessibility requirement we have not anticipated, write to [email protected] and we will accommodate it.

6. Consumers in Vulnerable Circumstances

6.1 What this means. Anyone can become vulnerable temporarily — through illness, bereavement, financial difficulty, a language barrier, or being the target of a sustained scam. Vulnerability is a circumstance, not a category of person.

6.2 What we do. Where we are aware of it, we adapt: more time, plainer explanations, a named point of contact rather than a queue, and additional checks before large or unusual payments where you ask us to apply them.

6.3 How to tell us. Write to [email protected]. You do not need to explain more than you want to, and it will not affect your account or your limits.

7. Marketing

7.1 Fair marketing. Our marketing must be accurate and not misleading, clear about what the service does and does not do, and honest about fees and risk. We do not advertise guaranteed approval, unlimited limits, or availability in countries where we are not ready.

7.2 Communications. We do not run a marketing mailing list. If we ever start one it will be opt-in, separate from opening an account, and one click to leave. Service messages about your own account are not marketing and will continue.

8. Changes and Contact

8.1 Changes. We may update this Policy; the date at the top changes with it, and material changes are notified to account holders rather than quietly republished. Previous versions are kept for at least five (5) years and are available on request.

8.2 Contact. General support and complaints: [email protected]. Legal, compliance and data requests: [email protected]. Entity: Nelvoi Ltd; the registered address will be published before accounts open.