ChangeHero Cryptocurrency Exchange
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Terms of Processing of Requests from Competent Authorities

The Terms of request processing (further referred to as “Terms”) outline the procedure of response provision to the requests from competent authorities carried out by Herofintechs Ltd. and its affiliates (referred to as “ChangeHero” or “Service”) in connection with changehero.io (the “Website”) and services related to it. The Terms are applicable to the Website and all services provided by ChangeHero.

General Provisions

Competent authority shall be understood as a party that is officially empowered to exercise or perform functions or duties of filing requests for obtaining information or investigation conduction. ChangeHero can provide the necessary information to competent authorities only against the presentation of a legitimate official request, made on a legal basis and sent in accordance to the Terms.

The information request shall be made only in English and include an email address that is associated with the competent authority in question. The email address has to be official and valid, otherwise the Service will not be able to provide a response. Should the request be non-compliant to law, ChangeHero reserves the right to ignore it. For streamlining purposes, ChangeHero recommends to direct the official requests towards the following email address: [email protected]

The inquiry processing usually requires up to five (5) business days. In some cases that require special attention, the processing may take a longer period of time.

A request from a competent authority has to include the following information:

  1. Complete and accurate information about the competent authority requesting the information;
  2. Inquirer’s full name and identification;
  3. Official and valid email and postal address, as well as a contact phone number of the competent authority;
  4. Clear and precise description of the kind of information which is being requested by the competent authority.

In addition to this, some transaction details, such as a wallet address, a transaction hash, an amount transferred or any other relevant and significant information, can be included in order to enable the Service to process the inquiry more efficiently. 

Disclaimer

ChangeHero is taking all reasonable and advisable measures and uses best practices in its capacity to prevent fraudulent activity. However, it should be noted that the Service provides the information on the transactions on the "as is" and "as available" bases. The Service does not warrant the accuracy, adequacy or completeness of any disclosed information and disclaims all liability for errors or omissions, including but not limited to those that arise as a result of human error or email transmission.

The information distributed to the competent authorities through email correspondence shall be deemed confidential and privileged. ChangeHero does not accept liability for the actions taken based on the information disclosed to the competent authorities.