Terms of Service

1. Who we are

Valtora is a brand of 2ndline Inc., a Florida corporation (United States), which operates this website and platform. Your agreement is with 2ndline Inc. ("Valtora", "we", "us").

Our custody partner, our verification partner and other providers are separate companies. They provide their services to us under their own terms and aren't parties to this agreement.

You can reach us through our contact form, on any page, or through chat and Secure messages once you're signed in.

2. What these terms cover

These terms apply to your Valtora account and every service you use through it, in the app or through our API. Some services have extra terms, which we show before you start using them. If an extra term conflicts with these terms, the extra term applies to that service.

Also part of our agreement: the Crypto risk disclosure, the Acceptable use and restricted countries, and the fees shown in the app. The Privacy Policy explains how we handle your personal data.

3. Who can open an account

• You must be at least 18 and able to enter a binding contract.
• Individuals must live in, and businesses must be incorporated in, a country we serve: the United Kingdom, a member state of the European Economic Area, Switzerland, the United Arab Emirates, Canada, Singapore or Hong Kong. We may not offer every service in every one of these countries.
• You must not be a sanctioned person, or owned or controlled by one, and you must not act for one.
• You must open and use the account for yourself or for the business you represent, not for anyone else.
• If you open an account for a business, you confirm you're authorised to bind it, and the business is bound by these terms.

4. Opening and verifying your account

The law requires us to verify who you are, and for a business, who owns and controls it, before you use our services and from time to time afterwards. We use a verification partner for this, or our own staff check your documents, with a second staff member approving each decision (see the Privacy Policy). You agree to give us complete and accurate information and documents, and to tell us promptly when something changes.

We decide whether to open an account, and we may refuse without giving a reason. We may ask for more information at any time, and we may restrict your account until you provide it.

5. Keeping your account secure

• You sign in with a passkey, or with codes where we've agreed to that. We ask you to confirm important actions, such as sending crypto, again.
• Keep your devices, passkeys, email account and authenticator app secure. Don't share them or let anyone else use your account.
• We will never ask for your passkey, a sign-in code or a confirmation over the phone, by email or by message. Anyone who does is not us.
• Tell us straight away through our contact form if you think someone else has access to your account, or if a transaction you didn't make appears. We may freeze your account to protect you while we check.
• On a business account, you decide who on your team can view, prepare and approve activity. You're responsible for what people you add do within the roles you give them.

6. Crypto services

6.1 Supported assets and networks

You can only deposit, hold and send the crypto assets and networks the app shows as supported. Send only a supported asset on the network shown for your deposit address. Crypto sent on another network, or an asset we don't support, may be lost and we may be unable to recover it.

6.2 How we hold your crypto

We hold clients' crypto in wallets at our custody partner, in our name, together with other clients' crypto. Our records show exactly how much of it belongs to you, and we check our records against the partner's balance every day. We don't lend, stake or otherwise use your crypto, and we don't pay interest on it.

Your crypto is not protected by a deposit guarantee or investor compensation scheme, such as the UK Financial Services Compensation Scheme. The Crypto risk disclosure explains what could happen if we or our partner failed.

6.3 Deposits

A deposit is credited to your account once our partner reports it received and confirmed on the network. We check deposits, and we may hold one while we do, or return it, where the law or our policies require.

6.4 Sending crypto

• You are responsible for the receiving address, the network and the amount. Crypto transfers can't be reversed once sent.
• Before you confirm, the app shows the amount, the network fee and our fee. The network fee is set by the network and can change until the transfer is sent.
• The law requires us to collect and pass on information about who sends and receives transfers (often called the travel rule). We ask you for the recipient's name and the type of wallet. We may refuse a transfer if this information is missing or wrong.
• We check transfers before sending them, and we may delay or refuse one as described in section 8.

6.5 Changes to networks

Networks can split (a fork), change their rules, or issue new tokens to holders (an airdrop). We decide whether and when to support any of these. We aren't required to support a fork or an airdrop, or to give you any asset that results from one. We'll tell you before a change that affects an asset you hold where we can.

6.6 No advice

We don't give investment, legal or tax advice. You're responsible for your own decisions and for any tax on your crypto.

7. Fees

Our fees are those of your plan and those the app shows before you confirm an action. We take fees from your account balance. We may change our fees by giving you notice under section 13.

8. When we may refuse, delay or hold

We may refuse, delay or hold a deposit, a transfer or your account, wholly or in part, where:

• the law, a regulator, a court or law enforcement requires it, or we suspect fraud, money laundering, terrorist financing or a breach of sanctions;
• we need more information to verify you, the transaction or the source of the funds;
• we think your account may be compromised, or that you're being pressured or deceived into a transaction;
• you have broken these terms or the Acceptable use and restricted countries;
• a network, or our custody partner, is unavailable or not working correctly.

Where we're allowed to, we'll tell you and explain what you can do. Sometimes the law doesn't allow us to tell you why, or that a check is happening at all.

If a transfer reached our partner but we didn't get a clear answer about whether it was sent, we keep the amount reserved and find out from the partner. We never send it a second time until we know the first one didn't go.

9. Mistakes

If we credit your account by mistake, or credit crypto that wasn't meant for you, we may reverse the credit. Please tell us if you notice a mistake. If we make a mistake that costs you money, we put it right as section 11 describes.

10. Ending our agreement

• You may close your account at any time by contacting us. First, send any crypto you hold to a wallet in your own name, or ask us how.
• We may close your account by giving you at least two months' notice, so you have time to move your crypto.
• We may suspend or close your account immediately if the law requires it, if we reasonably suspect fraud or financial crime, if you seriously or repeatedly break these terms, or if you gave us false information.
• When your account closes, we return your crypto to a wallet you tell us is in your name, after we've completed any checks the law requires. We may deduct fees you owe us.

11. Our responsibility to you

If we break these terms, we're responsible for the loss that results, where it was foreseeable. We're not responsible for loss caused by:

• you sending crypto to a wrong address or network, or acting on a fraudster's instructions, where we followed your confirmed instruction;
• events outside our reasonable control, such as a network failure, an attack on a network, or a partner's outage, where we couldn't avoid the effects with reasonable care;
• us complying with the law, or acting under section 8;
• changes in the market value of crypto.

If you use Valtora for business, we're not responsible for loss of profit, business or goodwill, or for indirect loss. Nothing in these terms limits our responsibility where the law doesn't allow it to be limited, for example for fraud, or for death or personal injury caused by our negligence, or your rights as a consumer under the law of the country where you live.

12. How we communicate

We communicate in English, in the app (Secure messages, chat and notices), by text message or app notification where you've turned those on, and on our website. We email only sign-in and verification codes. You reach us through the in-app chat or our contact form. Keep your email address up to date, since you need it to sign in. You can ask for a copy of these terms at any time; they're always available at this page.

13. Changes to these terms

We may change these terms, our fees or our services. We'll tell you at least two months before a change that isn't in your favour takes effect, unless the law requires it sooner. If you don't agree, you can close your account free of charge before the change takes effect. If you don't, you'll be treated as accepting it. Changes in your favour, or required by law, can take effect immediately.

14. Complaints

If something goes wrong, tell us. Our Complaints page explains how to complain, how quickly we'll respond, and where you can go if you're not satisfied.

15. General

• You may not transfer your rights under these terms. We may transfer ours to another company that takes over our services, with notice to you.
• If a court finds part of these terms invalid, the rest stays in force.
• If we don't enforce a right straight away, we can still enforce it later.
• Only you and we have rights under these terms.

16. Law and courts

These terms are governed by the laws of the State of Florida, United States, and the courts of Florida decide disputes about them. If you're a consumer, you keep any protection the law of the country where you live gives you, and you may bring proceedings in the courts there.