Terms and Conditions

1. Introduction and Acceptance

1.1 Parties and scope. These Terms and Conditions (the «Agreement» or «Terms») form a legally binding agreement between you («User», «you» or «your») and Nelvoi Ltd, together with its subsidiaries and affiliates (collectively «NELVOI», «Company», «we», «us» or «our»), governing your access to and use of our website at https://nelvoi.com (the «Site»), our applications (the «App») and all services provided or facilitated through them (collectively the «Platform» or «Services»).

1.2 Acceptance. By creating an account (an «Account»), accessing the Platform, clicking «I accept», ticking an acceptance box or otherwise indicating assent, you: (a) acknowledge that you have read, understood and agree to be bound by this Agreement; (b) represent that you have the legal capacity and authority to enter into it; (c) acknowledge that the financial services accessed through the Platform are provided as described in Section 2; and (d) agree to the fees and the applicable tariff set out in Section 6. If you do not agree, you must stop using the Platform.

1.3 Eligibility. You may use the Platform only if you: (a) are at least eighteen (18) years old, or the age of majority where you live if that is higher; (b) have full legal capacity to enter into binding contracts; (c) are not prohibited from using the Platform under any applicable law, regulation or order; (d) are not located in, organised under the laws of, or resident in any jurisdiction subject to comprehensive economic sanctions; and (e) have not previously been suspended or removed from the Platform.

1.4 Entity accounts. If you open an Account on behalf of a company, partnership, trust or other legal entity, you represent and warrant that: (a) you are a duly authorised representative with authority to bind that entity; (b) the entity is validly existing and in good standing under applicable law; (c) all information provided about it is accurate, current and complete; and (d) you will maintain that authority for the term of this Agreement.

1.5 Dispute resolution notice. THIS AGREEMENT CONTAINS PROVISIONS GOVERNING HOW DISPUTES ARE RESOLVED, INCLUDING SECTION 17 ON GOVERNING LAW, JURISDICTION AND ARBITRATION. PLEASE READ SECTION 17 CAREFULLY.

2. Platform Nature and Service Model

2.1 What NELVOI is. Nelvoi Ltd operates the technology platform and the customer relationship. NELVOI is not a bank. Accounts and payment cards are made available through regulated partner institutions that hold the relevant permissions in the jurisdictions concerned; NELVOI builds the product and the interfaces through which those services are delivered.

2.2 Regulatory status. NELVOI has not launched. The legal entity details, the issuing partner, the jurisdictions served and the licences and registrations relied on will be published on this page and in the footer of the Site before accounts open. Until they appear here, no statement on this Site should be read as a claim that NELVOI holds any particular licence, registration or authorisation.

2.3 Services. Subject to eligibility and applicable law, the Platform may make available: (a) balances in supported currencies; (b) virtual and physical payment cards; (c) funding by transfer of supported cryptocurrencies or by bank transfer; and (d) conversion between supported assets and the currency in which a card spends. NELVOI does not provide deposit-taking banking, lending, investment advice, brokerage or insurance, and nothing in this Agreement is investment, legal or tax advice.

2.4 Use of third parties. In delivering the Services we engage issuing partners, banking partners, custodians, identity verification providers and other subcontractors, and may add, remove or replace any of them. Those parties act for us, not for you; you have no separate contractual relationship with them and their terms do not apply to you, except where a partner requires you to accept its own terms, in which case that will be made clear to you at the time.

2.5 How balances are held. Money loaded onto a card is held with the licensed issuing and banking partners that run the card programme, in accounts segregated from our own operating funds. Balances are ledger entries in our systems and those of our partners. They are not bank deposits and are not covered by any deposit guarantee or investor compensation scheme. Cryptocurrency is not covered by any such scheme anywhere in the world.

2.6 Suspension and restriction. We may suspend, restrict or terminate access to the Platform or any service at any time, including without prior notice, where: (a) a regulator, payment network or partner requires it; (b) we suspect fraud, a security incident or a legal, regulatory or contractual breach; (c) it is necessary to comply with our compliance programme; (d) you are found to be ineligible; or (e) our risk assessment or suspicious activity reporting obligations require it. Suspension will be proportionate to the issue, and access will be restored promptly once it is resolved.

3. Financial Services

3.1 Governing terms. Your use of the Services is governed by this Agreement together with the other policies published on the Platform — the Privacy Policy, the Cookie Policy, the Anti-Money-Laundering and Sanctions Policy, the Acceptable Use Policy, the Risk Disclosure and the Complaints Handling Procedure. Where an issuing partner requires you to accept its own cardholder terms, that requirement will be presented to you separately and clearly.

3.2 Availability. Availability varies by jurisdiction, by regulatory restriction and by eligibility. A service may be unavailable in your country, available on different terms, or modified or withdrawn following a regulatory change or a decision by us or by a partner. We will give as much notice of a withdrawal as the circumstances allow, which in the case of a regulatory change may be none.

3.3 Changes to the Services. We may add, remove or modify Services at any time. Where a change materially reduces what you receive, we will give notice before it takes effect unless the law or a regulator requires immediate action.

4. Use of the Platform

4.1 Account creation. To use the Services you must open an Account and provide information about yourself, which for individuals may include full legal name, date of birth, residential address, contact details, a government-issued identity document, a tax identification number and other information required by law; and for entities, registered name, jurisdiction of incorporation, business address, ownership and beneficial ownership details, nature of business, corporate documents and details of authorised users.

4.2 Accuracy. You represent that all information you provide is true, accurate, current and complete, and you agree to keep it up to date. We rely on it to determine eligibility and to provide the Services, including by sharing it with the partners described in Section 2.4. We may refuse an application, suspend the Services or close an Account where information is inaccurate, incomplete, out of date or misleading.

4.3 Geographic and product restrictions. You may use the Platform only if you are located in a jurisdiction, and using a product, that we make available to you, and you meet the eligibility requirements for the specific service. Countries and entities under international sanctions cannot be served at all, and that is not open to appeal.

4.4 Security of your Account. You are responsible for keeping your credentials and devices secure, for enabling the security features we make available, and for all activity under your Account. Tell us immediately at [email protected] if you believe your Account has been accessed without your authority. We will never ask you for your password, a two-factor code, your full card number or a recovery phrase; anyone who does is not us.

4.5 Compliance. You must use the Services only in accordance with this Agreement, our Acceptable Use Policy, all applicable laws and regulations, payment network rules, anti-money-laundering and know-your-customer requirements, and sanctions and export control laws.

5. Beneficial Ownership

5.1 Requirement. If you register on behalf of an entity, you must provide complete and accurate information about every ultimate beneficial owner — meaning any individual who directly or indirectly owns twenty-five per cent (25%) or more of the equity, exercises substantial control, receives substantial economic benefit, or otherwise meets the definition of beneficial owner under applicable law.

5.2 Attestation. By opening a business Account you confirm that: (a) all beneficial ownership information is true, accurate and complete; (b) you have identified every individual meeting the definition; (c) you have the authority and consents needed to provide it; (d) it reflects the current ownership and control structure; (e) you will notify us within ten (10) business days of any change; and (f) you understand that false or incomplete information may result in suspension or closure of the Account, refusal of services, reporting to the authorities and legal consequences.

5.3 Verification. We and our partners may request further documentation, carry out independent verification, suspend or close Accounts where verification is unsatisfactory, and report incomplete or suspicious information to the authorities.

6. Fees and Payment

6.1 Published fees. The fees for the Services are those published on the pricing page at https://nelvoi.com/pricing and shown within the Platform. They currently comprise a one-time card issuance fee, a flat fee to convert incoming funds into a spendable balance, an ATM fee on the physical card, and optional monthly plan subscriptions.

6.2 Third-party costs. Two costs are not ours and we do not receive them: blockchain network fees, which are set by the network you send from, and surcharges applied by individual ATM operators, which are displayed by the machine before you confirm. Where a payment network or partner imposes a fee that we pass through to you, it will be disclosed.

6.3 Changes. We may change fees by publishing the change on the pricing page and, where the change materially increases what you pay, by giving at least thirty (30) days' notice in advance, or such longer period as the law requires. Continued use after the change takes effect constitutes acceptance.

6.4 Authorisation. By using the Platform you authorise us and our payment processors to charge applicable fees to your balance or designated payment method, including recurring charges for a plan subscription you have chosen.

6.5 Applicable tariff. By opening an Account you accept the tariff then in effect. Unless a different tariff has been agreed with you in writing, the standard published tariff applies. Where an individual tariff has been agreed, we may change it on prior written notice; continued use after the effective date constitutes acceptance.

7. Refunds

7.1 Plan subscriptions. Subscription fees are non-refundable except where the law requires otherwise, in the case of a billing error or duplicate charge, or where we have failed to provide the service through our own fault. You may cancel a plan at any time and will not be charged for the following period.

7.2 Transactions. Refunds and reversals of card transactions follow the rules of the relevant payment network, and we will assist you in using the dispute process available to you. Many transactions are irreversible once authorised — see Section 10 — and we cannot guarantee recovery of funds once a transaction has been submitted.

7.3 How to ask. Send refund requests to [email protected] with your name, Account details, the transaction concerned and any supporting documents. We will review the request and respond within ten (10) business days.

8. Intellectual Property

8.1 Licence. Subject to this Agreement, you are granted a non-exclusive, limited, non-transferable and revocable licence to use the Platform as permitted by the Services. All rights not expressly granted are reserved.

8.2 Ownership. The Platform and everything in it — software, code, designs, images, text, graphics, logos and trade marks — and all intellectual property rights in them belong to Nelvoi Ltd or its licensors.

8.3 Restrictions. You agree not to sell, licence, rent, modify, distribute, copy or transmit our intellectual property; not to reverse engineer or decompile any part of the Platform; not to remove or alter any proprietary notice; and not to use any of it for a purpose not expressly permitted.

9. Data and Privacy

9.1 Your content. As between you and us, you retain all rights in the information and content you submit.

9.2 Licence to us. You grant us a non-exclusive, royalty-free, worldwide licence, for the term of this Agreement, to collect, use, disclose, transmit, display and process that content as described in our Privacy Policy and as necessary to provide the Services, including sharing it with the partners described in Section 2.4.

9.3 Privacy Policy. Your use of the Platform is subject to our Privacy Policy, published at https://nelvoi.com/privacy-policy. Data shared with our partners is processed in accordance with that policy and applicable law.

9.4 Retention. Identity and transaction records are retained for at least five (5) years after a relationship ends, as required of regulated firms. That obligation overrides a request to erase your data: a deletion request does not extend to records we are legally required to keep.

10. Transactions You Initiate

10.1 Your responsibility. You are responsible for reviewing and confirming every detail of a transaction before you submit it — recipient, network, amount, currency, fees, rate and instructions. We act on the information you give us. Incorrect or incomplete information can result in misdirected funds, failed transactions or permanent loss.

10.2 Authentication. Certain actions require additional authentication, including transfers, withdrawals, changes to beneficiaries or security settings, and unusually large transactions. Completing those steps constitutes your authorisation of the transaction and your confirmation that its details are correct.

10.3 Irreversibility. TRANSACTIONS YOU INITIATE AND AUTHORISE ARE IRREVERSIBLE. Once submitted, a blockchain transfer cannot be cancelled, reversed or recovered by us or by anyone else, and funds sent to an incorrect address or on the wrong network are generally unrecoverable. This is a property of the networks concerned, not a limitation of our systems.

10.4 No recovery service. We do not offer a service to cancel authorised transactions, reverse completed ones, recover misdirected funds, intervene with third-party networks or override blockchain or payment network rules. Where a recovery is technically possible we will attempt it and will not charge you for the attempt, but we cannot promise a result.

10.5 Losses from user error. To the extent permitted by law, we are not liable for loss arising from incorrect recipient, network, currency or amount entry; from failure to keep credentials secure; from unauthorised access resulting from compromised authentication; from phishing or social engineering; or from ignoring warnings and confirmation prompts.

11. Prohibited Conduct

11.1 What is not allowed. You agree not to use the Platform for any unlawful purpose or for any activity prohibited by our Acceptable Use Policy; to provide false or misleading information; to impersonate any person or entity; to operate the Account for an unverified third party; to engage in fraud, money laundering or terrorist financing; to breach sanctions or export controls; to access an Account that is not yours; to interfere with the operation of the Platform; to use unauthorised automated systems against it; or to reverse engineer it.

11.2 Monitoring. We and our partners monitor activity for the patterns that anti-money-laundering law requires us to detect. We may request further information, delay or block a transaction before it completes, report suspicious activity to the authorities, and close Accounts engaged in prohibited conduct. Where a report has been made, the law may prohibit us from telling you — see our Anti-Money-Laundering and Sanctions Policy.

12. Risk

12.1 General. Financial products involve risk, including loss of principal, market volatility, currency risk, counterparty risk, liquidity risk, operational risk and regulatory risk. The Risk Disclosure published at https://nelvoi.com/risk-disclosure sets out the risks specific to this product in detail, and forms part of the terms you accept.

12.2 No advice. We do not provide investment, financial, legal or tax advice. Information on the Platform is provided for information only; consult a qualified adviser before making financial decisions.

12.3 No guarantees. Any illustration of cashback, savings or performance is illustrative only and is not a guarantee. Past performance says nothing about future results.

13. Deposit Protection

13.1 Not a bank. NELVOI IS NOT A BANK. ACCOUNT BALANCES ARE NOT BANK DEPOSITS AND ARE NOT INSURED OR GUARANTEED BY ANY DEPOSIT GUARANTEE OR INVESTOR COMPENSATION SCHEME.

13.2 What protects your money instead. Fiat balances held with our issuing and banking partners are safeguarded through segregation: they are kept separate from the company's own funds and identified as belonging to customers, which is what makes them returnable to customers rather than available to creditors. That is a different mechanism from deposit insurance and protects against a different failure. Segregated funds are returned through the process applicable in the partner's jurisdiction, which takes weeks or months rather than hours.

13.3 Crypto. Cryptocurrency is not covered by any deposit guarantee scheme anywhere. Any provider describing crypto balances as «insured» is describing a commercial insurance policy with its own limits and exclusions, which is not the same thing.

14. Your Representations and Indemnity

14.1 Representations. You represent and warrant that all information you provide is true, accurate, current and complete; that your use of the Platform complies with all applicable laws; that you have authority to provide the information you submit; and that you are not on any sanctions list and not located in a sanctioned jurisdiction.

14.2 Indemnity. You agree to defend, indemnify and hold harmless Nelvoi Ltd, its affiliates, directors, officers, employees and agents, and the partners it engages to deliver the Services, against any claim, damage, loss, liability, cost or expense arising from your use of the Platform, your breach of this Agreement, your breach of any third-party right, or your breach of any applicable law.

15. No Warranty

THE PLATFORM IS PROVIDED «AS IS» AND «AS AVAILABLE». TO THE MAXIMUM EXTENT PERMITTED BY LAW IT IS PROVIDED WITHOUT WARRANTY OF ANY KIND, EXPRESS, IMPLIED OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE PLATFORM WILL MEET YOUR REQUIREMENTS, BE AVAILABLE AT ANY PARTICULAR TIME, BE UNINTERRUPTED, SECURE OR ERROR-FREE, OR THAT INFORMATION PROVIDED THROUGH IT IS ACCURATE OR COMPLETE.

Nothing in this Agreement excludes or limits any right you have under consumer protection law that cannot lawfully be excluded or limited.

16. Limitation of Liability

16.1 Excluded losses. TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, DATA, GOODWILL OR BUSINESS OPPORTUNITY, WHETHER OR NOT FORESEEABLE AND WHETHER OR NOT WE WERE ADVISED OF THE POSSIBILITY.

16.2 Cap. OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THIS AGREEMENT SHALL NOT EXCEED THE GREATER OF (A) ONE THOUSAND UNITED STATES DOLLARS ($1,000.00) OR (B) THE TOTAL FEES YOU PAID US IN THE THREE (3) MONTHS IMMEDIATELY BEFORE THE EVENT GIVING RISE TO THE LIABILITY.

16.3 Independent third parties. Except for the Services we ourselves provide, we are not responsible for the acts, omissions or policies of independent third parties such as payment networks, blockchains and correspondent banks, or for failures of systems outside our reasonable control.

16.4 Basis of the bargain. THE LIMITATIONS IN THIS SECTION REFLECT A REASONABLE ALLOCATION OF RISK AND ARE A FUNDAMENTAL BASIS OF THE AGREEMENT BETWEEN US.

16.5 Consumer rights. Nothing in this Section limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited.

17. Dispute Resolution

17.1 Governing law and jurisdiction. The governing law of this Agreement and the courts that have jurisdiction over disputes under it are determined by the jurisdiction in which Nelvoi Ltd is established and in which the issuing partner is licensed. Those details are not yet settled and will be stated in this Section before accounts open. We would rather leave this clause visibly incomplete than name a jurisdiction we might have to change.

17.2 Talk to us first. Before commencing formal proceedings, please send written notice to [email protected] describing the dispute and the resolution you are seeking, and allow us sixty (60) days to reach a resolution in good faith. Most disputes are settled at this stage.

17.3 Complaints. Our Complaints Handling Procedure, published at https://nelvoi.com/complaints, sets out how to make a formal complaint, the deadlines we hold ourselves to, and how to escalate. Using it does not affect any legal right you have.

17.4 External bodies. You may complain to the relevant financial regulator or ombudsman, and to the data protection authority in your country of residence about the handling of your personal data, independently of anything we say and at any point. We will not treat that as a reason to stop working on your case.

17.5 Independent third parties. Disputes concerning independent third parties such as payment networks or blockchains follow those parties' own processes; we are not a party to them.

18. Term and Termination

18.1 Term. This Agreement takes effect when you first access or use the Platform and continues until terminated.

18.2 By you. You may terminate at any time by closing your Account, once amounts owed are settled and any remaining balance has been withdrawn. There is no closing fee.

18.3 By us. We may suspend or close your Account, with or without notice, if you breach this Agreement, if you breach any law, if we suspect fraudulent or illegal activity, if a partner or regulator requires it, or if we are required to do so by law.

18.4 Effect. On termination your right of access ends; you remain liable for obligations already incurred; any remaining balance is returned to you, subject to the checks that apply to withdrawals and to any legal hold; and prepaid subscription fees are not refunded except where the law requires.

18.5 Survival. Sections 8, 9, 10, 12, 13, 14, 15, 16, 17 and 19 survive termination.

19. General

19.1 Entire agreement. This Agreement, together with the policies published on the Platform, is the entire agreement between you and Nelvoi Ltd on its subject matter.

19.2 Severability. If any provision is found invalid or unenforceable, it will be modified to the minimum extent necessary to make it enforceable, or severed if that is not possible, and the remaining provisions continue in force.

19.3 No waiver. A failure to enforce any right or provision is not a waiver of it.

19.4 Assignment. You may not assign this Agreement without our prior written consent. We may assign it, including on a reorganisation or sale of the business, on notice to you.

19.5 Notices. We may give notice to you by email, by notification within the Platform, or by publishing it on the Site. Notices to us must be sent to [email protected].

19.6 Force majeure. We are not liable for failure or delay caused by circumstances beyond our reasonable control.

19.7 Amendments. We may modify this Agreement by publishing the change on the Site with a revised date. For changes that materially affect your rights we will notify Account holders in advance rather than quietly republishing the page. Continued use after the effective date constitutes acceptance.

19.8 Language. English is the governing language. Any translation is provided for convenience; where a translation and the English text differ, the English text applies.

19.9 Versions. We keep previous versions of this Agreement for at least five (5) years. A previous version is available on request to [email protected].

20. Contact

Website: https://nelvoi.com

Support: [email protected]

Legal and compliance: [email protected]

Entity: Nelvoi Ltd. The registered address and company number will be published here and in the footer of the Site before accounts open.