KYC / AML policy

1. Introduction

This policy explains why we verify the people who open an account and how we do it. It rests on the "know your customer" principle (KYC) and on the measures to prevent money laundering (AML) and the financing of terrorism (CFT).

The aim is twofold: to protect your account from impersonation and to meet the obligations that Chilean law places on anyone providing services with crypto assets.

It applies to everyone who opens an account, whatever amount they start with. Reading it before you register spares you surprises: you will know which documents to have at hand and how long the review can take. Verification is free, and starting it does not oblige you to deposit.

2. What KYC is

KYC is the process of identifying the person who opens the account and confirming that the details supplied are true. It covers your full name, ID number, date of birth, address and a document that proves them.

It is not a one-off formality: if your details or the rules change, we may ask you to update the information.

We also check that the person operating the account is the same one who was verified. That is why withdrawals are only paid to payment methods in your own name.

3. What AML is

AML is the set of rules and controls that stop platforms from being used to hide the origin of illicit money. It includes assessing the risk of each client, following transactions and reporting those that look suspicious to the Financial Analysis Unit (UAF).

Reports of suspicious transactions are confidential: the law forbids us from telling the person involved.

A report does not mean you did something illegal. It is a technical alert that the authority evaluates with information we do not have, and it is often resolved without consequences for the user.

4. Why we ask for identity verification

We verify to prevent fraud, to stop anyone opening accounts with someone else's data, to protect your funds and to comply with the applicable rules. It also lowers financial risk for you: a verified account has more ways to regain access if something goes wrong.

5. Documents needed

We only ask for what we actually use:

• Identity: a valid Chilean ID card, both sides, or your passport and residency card if you are a foreigner.
• Address: a utility bill or bank statement in your name, issued in the last three months, when the review requires it.
• Liveness check: a real-time selfie to confirm you are the person in the document.

We will not ask for bank passwords, login credentials or documents that we have not described here. If a message asks you for something different in the name of verification, treat it as suspicious and contact us through the official channels before replying.

6. Verification process

The route is sequential: you register, you provide your details and documents, an automatic check compares the information, an analyst reviews it manually when needed and you receive confirmation of the result by email.

Your personal manager can be with you while you upload the documents, but has no way to approve them: the decision stays with the compliance team.

A practical tip: photograph your documents in good light, on a flat surface with no glare, with all four corners visible. That avoids most rejections for unreadable images.

7. Additional checks

In some cases we apply enhanced due diligence (EDD). This happens, for example, with large amounts, with politically exposed persons or when the origin of the funds is unclear. We may ask for additional documents, such as proof of income, a tax return or contracts that explain where the money comes from.

This stage can take longer than the basic verification. While it is completed, some functions, such as large withdrawals, may be on hold. We explain what is missing and why, and you can send the information through the channel agreed with support.

8. Review timelines

When documents are legible and match, verification is usually resolved within one to three business days. The time changes with the quality of the images, the volume of requests and whether a manual review or extra information is needed. We email you every time the status changes.

9. Reasons for rejection or suspension

We may reject or suspend a verification if documents are expired, blurred or cropped, if the data do not match, if we suspect tampering or forgery, if you do not provide the requested information or if we detect a risk we cannot mitigate. We always state the general reason, unless the law prevents us from doing so. Sometimes the reason is sensitive for security or legal reasons and we can only say that the review could not be completed.

If your verification was rejected for something fixable, such as an unclear photo, you can try again with corrected documents. If you think there was a mistake, you can ask for a review by writing to support.

10. Transaction monitoring

We review deposits, withdrawals and account activity to spot unusual patterns, such as amounts unrelated to your profile, splitting of transactions or movements between accounts of different people. If something stands out, we may temporarily limit functions while it is clarified and ask you for information.

11. User responsibility

You must provide truthful, current and complete information and tell us if it changes. Supplying false data or documents may lead to closing the account, holding funds while it is investigated and notifying the authorities, in addition to any legal consequences.

12. Data retention and protection

Verification data are stored encrypted, with access restricted to the compliance team, and kept for the period the rules require after the account is closed. The general handling of your personal data is explained in the privacy policy.

13. Data sharing

We only share verification information when necessary: with identity-verification providers, with technology providers that host the systems, with affiliated group companies and with the authorities and competent bodies when a law or a valid order requires it.

14. Regulatory compliance

We apply the obligations of Law No. 19,913, which created the UAF and regulates the prevention of money laundering, together with the CMF rules that correspond to technology-based financial services. The whole framework is summarised in Licensing and regulation.

15. Contact and support

For questions about KYC, AML or PLD, write to [email protected]. We are available monday to friday, 9:00 to 18:00 (mainland chile time) and reply usually under one business hour.