Terms of Service

Introduction

These Terms of Service and any terms expressly incorporated herein ("Terms") apply to any access to, or use of, any service made available by Stronghold Institutional Services Limited (NZCN 6760754) or Stronghold Anchor Limited (NZCN 7032593) (together known as “Stronghold”). This includes the use of the website stronghold.co and its subdomains (the "Stronghold Site"), any mobile applications or any application programming interface (API) provided by Stronghold relating to the Stronghold Site, and to any other related services provided by Stronghold relating to the Stronghold Site (collectively, the "Stronghold Services").

By clicking on an "I Agree" button, or check box presented with or within these Terms, by E-Sign Consent on the Stronghold Site, API, or any Stronghold partner website or app, or elsewhere, or by using any Stronghold Services, you agree that you have read, understood, and accept all of the terms and conditions contained in this Agreement, as well as Stronghold's Privacy Policy.

Last updated: June 11, 2019.

Part 1: General Use

1. Basic Stronghold Services.

1.1. Eligibility

To be eligible to use the Stronghold Services, you must be at least 18 years old.

Stronghold does not serve those who reside in Albania, Belarus, Bosnia and Herzegovina, Burundi, Crimea Region of Ukraine, Cuba, North Korea, Ethiopia, Iran, Iraq, Lebanon, Libya, Kosovo, Macedonia (FYROM), Serbia, Somalia, Sri Lanka, Syria, Sudan, South Sudan, Trinidad and Tobago, Tunisia, Vanuatu, Venezuela, Yemen, and Zimbabwe.

Additionally, residents of certain states within the United States cannot use the Stronghold Services as their legislatures have adopted regulations that have created additional legislative hurdles for virtual currency asset platforms in their states. A list of supported regions including details on states within the United States that can or cannot use the Stronghold Services can be found on Stronghold’s Supported Countries and Regions List.

There may also be other jurisdictions where the Stronghold Services have restricted usage to the basic functionality. These will be communicated to you from time to time along with all relevant details. For your reference a list is provided on Stronghold’s Supported Countries and Regions List.

1.2. Stronghold Services

Your Stronghold account (“Stronghold Account”) encompasses the following basic Stronghold Services: One or more hosted Digital Currency wallets that allow users to store certain supported digital currencies like Bitcoin, XLM, or XRP (“Digital Currency”), and to track, transfer, and manage supported Digital Currencies (the “Hosted Digital Currency Wallet”); Digital Currency conversion services through which users can buy and sell Digital Currencies in transactions with Stronghold (the “Conversion Services”); and a Fiat Currency account for use in connection with other Stronghold Services (a “Fiat Wallet” or “Currency Wallet”) and for eligible users, a Digital Currency exchange platform.

1.3. Risk

The risk of loss in trading or holding Digital Currency can be substantial. You should therefore carefully consider whether trading or holding Digital Currency is suitable for you in light of your financial condition. By accessing or using any Stronghold Services you are voluntarily choosing to engage in sophisticated and risky financial transactions. You are further acknowledging that you are aware of the many risks associated with the use of these services and with engaging in such transactions, including but not limited to, risks of financial loss, technology glitches (including but not limited to problems with the technology providing the services), and hacking. Stronghold works hard to provide state-of-the-art systems and security. Nonetheless, certain issues and risks are unavoidable, and if such issues or problems arise in connection with your use of the Stronghold Services, including technical difficulties with depositing or trading tokens or digital currencies, it may take days, weeks, or months to resolve, and some issues may not be resolved at all. By agreeing to these terms, you acknowledge that Stronghold is not responsible for the aforementioned risks, and you voluntarily assume and accept such risks in deciding to engage in token or digital currency transactions on any Stronghold platform.

1.4 Custodian

Depending on the assets, jurisdiction of the user, along with a user's size, and needs, Stronghold may use third party custody providers and payment service partners from time to time. If you want to confirm who the payment service partner or custodian is for your account at any time, please contact Stronghold Happiness.

1.5 Issues by other providers

Some assets offered by Stronghold may be provided by third parties from time to time. Such assets will be marked as being non-Stronghold assets when offered to you. It is your responsibility to confirm that any such non-Stronghold assets are suitable for your needs. You acknowledge that Stronghold is not liable to you in any way for any losses you suffer while accepting any offers of non-Stronghold assets.

2. Creating a Stronghold Account

2.1. Registration of Stronghold Account

In order to use any of the Stronghold Services, you must first register by providing your name, email address, password, and affirming your acceptance of these Terms. Stronghold may, in its sole discretion, refuse to allow you to establish a Stronghold Account, or limit the number of Stronghold Accounts that a single user may establish and maintain at any time.

2.2. Identity Verification

In order to use certain features of the Stronghold Services, including certain transfers of Digital Currency and/or government-issued currency (“Fiat Currency”), you may be required to provide Stronghold with certain personal information, including, but not limited to, your name, address, telephone number, email address, date of birth, taxpayer identification numbers, government identification number, and information regarding your bank account (e.g., financial institution, account type, routing number, and account number) ("Verification Procedures"). In submitting this or any other personal information as may be required, you verify that the information is accurate, up to date and authentic, and you agree to update Stronghold if any information changes. You hereby authorize Stronghold to, directly or through third parties make any inquiries Stronghold considers necessary to verify your identity and/or protect against fraud, including to query identity information contained in public reports (e.g., your name, address, past addresses, or date of birth), to query account information associated with your linked bank account (e.g., name or account balance), and to take action Stronghold reasonably deems necessary based on the results of such inquiries and reports. You further authorize any and all third parties to which such inquiries or requests may be directed to fully respond to such inquiries or requests. See Stronghold's Privacy Policy to learn more about how Stronghold treats your data.

2.3. Partner Account Linking

You may set up additional accounts up through partner services. However, Stronghold reserves the right to link such accounts where information obtained during the Verification Procedure is matched.

3. Hosted Digital Currency Wallet

3.1. In General

The Hosted Digital Currency Wallet services allow you to send supported Digital Currency to, and request, receive, and store supported Digital Currency from, third parties pursuant to instructions you provide through the Stronghold Site (each such transaction is a “Digital Currency Transaction”).  Stronghold reserves the right to refuse to process or to cancel any pending Digital Currency Transaction as required by law or in response to a subpoena, court order, or other binding government order or to enforce transaction limits. Stronghold cannot reverse a Digital Currency Transaction which has been broadcast to a Digital Currency network. The Hosted Digital Currency Wallet services are available only in connection with those Digital Currencies that Stronghold, in its sole discretion, decides to support. The Digital Currencies that Stronghold supports may change from time to time. Under no circumstances should you attempt to use your Hosted Digital Currency Wallet services to store, send, request, or receive digital currencies in any form that are not supported by Stronghold. Stronghold assumes no responsibility or liability in connection with any attempt to use Stronghold Services for digital currencies that Stronghold does not support.

3.2. Digital Currency Transactions

Stronghold processes supported Digital Currency Transactions according to the instructions received from its users and Stronghold does not guarantee the identity of any user, receiver, requestee or other party. You should verify all transaction information prior to submitting instructions to Stronghold. Once submitted to a Digital Currency network, a Digital Currency Transaction will be unconfirmed for a period of time pending sufficient confirmation of the transaction by the Digital Currency network. A transaction is not complete while it is in a pending state. Funds associated with transactions that are in a pending state will be designated accordingly, and will not be included in your Stronghold Account balance or be available to conduct transactions. Stronghold may charge network fees (miner fees) to process a Digital Currency Transaction on your behalf. Stronghold will calculate the network fee in its discretion, although Stronghold will always notify you of the network fee at or before the time you authorize the transaction. Stronghold reserves the right to delay, reverse or cancel any Digital Currency Transaction if it perceives that there is a risk of fraud, illegal activity or breach of any Anti-Money Laundering and Countering Financing of Terrorism rules and regulations that may be applicable at the time of the transaction. You acknowledge and confirm that Stronghold may report to the appropriate authorities any transactions it considers are illegal or that could contravene the Anti-Money Laundering and Countering Financing of Terrorism rules and regulations that may be applicable at the time of any transaction taking place.

3.3. Digital Currency Storage & Transmission Delays

Stronghold securely stores all Digital Currency and Digital Currency private keys in its control in a combination of online and offline storage, including in a distributed ledger system (which may or may not be public). As a result, it may be necessary for Stronghold to retrieve certain information from offline storage in order to facilitate a Digital Currency Transaction in accordance with your instructions, which may delay the initiation or crediting of such Digital Currency Transaction for 48 hours or more. You consent to Stronghold storing Digital Currency in offline storage and acknowledge and agree that a Digital Currency Transaction facilitated by Stronghold may be delayed.

3.4. Digital Currency Transaction limits

Digital Currency Transactions may be subject to the limits set out in clause 6.5 of these Terms.

3.5. Third Party Payments

You acknowledge and agree that Stronghold makes no warranties or representations in relation to, nor has any control over, or liability for, the delivery, quality, safety, legality or any other aspect of any goods or services that you may purchase from or sell to a third party (including other users of Stronghold Services). Stronghold is not responsible for ensuring that a buyer or a seller you may transact with will actually complete the transaction or is authorized to do so. If you experience a problem with any goods or services purchased from, or sold to, a third party in connection with Digital Currency transferred using the Stronghold Services, or if you have a dispute with such third party, you must resolve the dispute directly with that third party. If you believe a third party has behaved in a fraudulent, misleading, or inappropriate manner, or if you cannot adequately resolve a dispute with a third party, you may notify Stronghold Support at Stronghold Happiness so that Stronghold may consider what action to take, if any.

3.6. Advanced Protocols

Unless specifically announced on the Stronghold Site or through some other official public statement of Stronghold, Stronghold does not support metacoins, colored coins, side chains, or other derivative, enhanced, or forked protocols, tokens, or coins which supplement or interact with a Digital Currency supported by Stronghold (collectively, “Advanced Protocols”). Do not use your Stronghold Account or account to attempt to receive, request, send, store, or engage in any other type of transaction involving an Advanced Protocol. The Stronghold platform is not configured to detect and/or secure Advanced Protocol transactions and Stronghold assumes absolutely no responsibility whatsoever in respect to Advanced Protocols.

3.7. Operation of Digital Currency Protocols

Stronghold does not own or control the underlying software protocols which govern the operation of Digital Currencies supported on its platform. In general, the underlying protocols are open source and anyone can use, copy, modify, and distribute them. By using the Stronghold or platforms, you acknowledge and agree (i) that Stronghold is not responsible for operation of the underlying protocols and that Stronghold makes no guarantee of their functionality, security, or availability; and (ii) that the underlying protocols are subject to sudden changes in operating rules (a/k/a “forks”), and that such forks may materially affect the value, function, and/or even the name of the Digital Currency you store in the Stronghold platform. In the event of a fork, you consent to Stronghold temporarily suspending Stronghold operations (with or without advance notice to you) and that Stronghold may, in its sole discretion, decide whether or not to support (or cease supporting) either branch of the forked protocol entirely. You acknowledge and agree that Stronghold assumes absolutely no responsibility whatsoever in respect of an unsupported branch of a forked protocol.

4. Conversion Services

4.1. In General

Eligible users in certain jurisdictions may buy or sell supported Digital Currency through the Conversion Services. The Conversion Services are subject to the Stronghold “Conversion Rate” for the given transaction. “Conversion Rate” means the price of a given supported Digital Currency amount in terms of Fiat Currency or other Digital Currency as quoted on the Stronghold Site. The Conversion Rate is stated either as a “Buy Price” or as a “Sell Price,” which is the price in terms of Fiat Currency or Digital Currency at which you may buy or sell supported Digital Currency to Stronghold. You acknowledge that the quoted Buy Price Conversion Rate may not be the same as the Sell Price Conversion Rate at any given time, and that Stronghold may add a margin or “spread” to the quoted Conversion Rate. You agree, as a condition of using any Stronghold Conversion Services, to accept the Conversion Rate as the sole conversion metric. Stronghold reserves the right to delay any Conversion Service transaction if it perceives a risk of fraud, illegal activity or breach any Anti-Money Laundering and Countering Financing of Terrorism rules and regulations that may be applicable at the time of the transaction. Stronghold does not guarantee the availability of its Conversion Service, and the act of purchasing supported Digital Currency from Stronghold does not result in a guarantee that you may sell your supported Digital Currency to Stronghold.

4.2. Purchase Transactions

After successfully completing the Verification Procedures, you may purchase supported Digital Currency by linking a valid payment method. You authorize Stronghold to initiate debits from your selected payment method(s) in settlement of purchase transactions. A Conversion Fee (defined below) applies to all purchase transactions. Although Stronghold will attempt to deliver supported Digital Currency to you as promptly as possible, funds may be debited from your selected payment method before Digital Currency is delivered to your Stronghold Account. Stronghold may debit your selected payment method, such as your bank account or credit card, as soon as the same day you initiate the purchase but your payment may take three or more business days to process. Stronghold will make best efforts to fulfil all transactions, but in the rare circumstance where Stronghold cannot fulfil your purchase order, Stronghold will notify you and seek your approval to fulfil the purchase order at the contemporaneous Buy Price Conversion Rate. To secure the performance of your obligations under this Agreement, you grant to Stronghold a lien on and security interest in and to the balances in your Stronghold Account.

4.3. Sale Transactions

After successfully completing the Verification Procedures, you may sell supported Digital Currency by linking a valid payment method. You authorize Stronghold to debit your Stronghold Account(s) and initiate payments to your selected payment method(s) in settlement of sell transactions. An applicable Conversion Fee (defined below) applies to all sale transactions. Your receipt of funds will depend on the payment type, and may take up to three or more business days.

4.4.  Digital Currency Conversion

Subject to Stronghold receiving your request through the Site, Stronghold will convert any incoming funds into your Stronghold Account into the currency of your choice. You may elect for all incoming funds to be converted into a particular currency through a standing order option or you may elect for only individual transactions to be converted at any one time.  You acknowledge that conversion rates may change at any time and that Stronghold is not liable for any losses you suffer as a result of converting incoming funds into another currency.

4.5.  Transaction limits

Purchase and sale transactions may be subject to the limits set in clause 6.5 of these Terms.    

4.6. Conversion Fees

Each Conversion Service transaction is subject to a fee (a “Conversion Fee”). The applicable Conversion Fee is displayed to you on the Stronghold Site prior to you completing a Conversion Service transaction. Stronghold will not process a conversion transaction if the Conversion Fee and any other associated fees as may apply, such as wire transfer fees, exceed the value of your transaction. Stronghold may waive some portion of the Conversion Fee depending on the payment method you select. The availability of each Payment Method depends on a number of factors, including, but not limited to, your location, the identification information you have provided to Stronghold, and limitations imposed by third party payment processors. You can view the current fee applicable to your location and payment method at Stronghold's Fees page. Stronghold reserves the right to adjust its Conversion Fees and any applicable waivers at any time. Stronghold will always notify you of the Conversion Fee which applies to your transaction when you authorize the transaction and in each receipt Stronghold issues to you.

4.7. Reversals; Cancellations

You cannot cancel, reverse, or change any transaction marked as complete or pending. If your payment is not successful or if your payment method has insufficient funds, you authorize Stronghold, in its sole discretion, either to cancel the transaction or to debit your other payment methods, including Stronghold balances or other linked accounts, in any amount necessary to complete the transaction. You are responsible for maintaining an adequate balance and/or sufficient credit limits in order to avoid overdraft, NSF, or similar fees charged by your payment provider. Stronghold reserves the right to refuse to process, or to cancel or reverse, any purchases or sales of Digital Currency in its sole discretion, even after funds have been debited from your account(s), if Stronghold suspects the transaction involves (or has a high risk of involvement in) money laundering, terrorist financing, fraud, or any other type of financial crime; in response to a subpoena, court order, or other government order; if Stronghold reasonably suspects that the transaction is erroneous; or if Stronghold suspects the transaction relates to Prohibited Use or a Prohibited Business as set forth below. In such instances, Stronghold will reverse the transaction and Stronghold is under no obligation to allow you to reinstate a purchase or sale order at the same price or on the same terms as the cancelled transaction.

4.8. Payment Services Partners

You acknowledge that in some jurisdictions Stronghold may not be able to accept funds from you directly other than as a payment processor.  Stronghold may use a third-party payment processor to process any payment between you and Stronghold, including but not limited to payments in relation to your use of the Conversion Service or deposits or withdrawals from your Fiat Wallet or Stronghold Account.

5. Fiat Wallet

5.1. In General

Certain approved users may establish and fund government-issued currency balances in a multicurrency wallet (“Fiat Wallet”) to facilitate transactions on the Stronghold platform. You are the owner of the balance of your Fiat Wallet. Stronghold holds your Fiat Wallet balances in dedicated custodial accounts with a financial institution.

5.2. Deposits and Withdrawals

You may initiate a transfer from your linked bank account to fund your Fiat Wallet. Stronghold may charge a fee for you to transfer funds to or from Stronghold, and bank transfer fees may apply. Funds sent via bank wire (if permitted by Stronghold) are subject to additional wire fees. For deposits, Stronghold will credit your USD Wallet a corresponding amount of dollars after funds are delivered and settled to Stronghold, and Stronghold may debit your linked payment method as soon as the same day you initiate the transfer. For withdrawals, Stronghold will immediately debit your Fiat Wallet when you authorize a withdrawal and funds will settle to you. Bank fees may netted out of transfers to or from Stronghold. Stronghold will not process a transfer if associated bank fees exceed the value of the transfer.

6. General Use, Prohibited Use, and Termination

6.1. Limited License

You may use the Stronghold Services, access and use the Stronghold Site, and related content, materials, information (collectively, the “Content”) solely for approved purposes as permitted by Stronghold from time to time. Any other use of the Stronghold Site or Content is expressly prohibited and all other right, title, and interest in the Stronghold Site or Content is exclusively the property of Stronghold or its licensors. You agree you will not copy, transmit, distribute, sell, license, reverse engineer, modify, publish, or participate in the transfer or sale of, create derivative works from, or in any other way exploit any of the Content, in whole or in part. “Stronghold.co”, “Stronghold”, and all logos related to the Stronghold Services or displayed on the Stronghold Site are either trademarks or registered marks of Stronghold or its licensors. You may not copy, imitate or use them without Stronghold’s prior written consent.

6.2. Website Accuracy

Although Stronghold intends to provide accurate and timely information on the Stronghold Site, the Stronghold Site (including, without limitation, the Content) may not always be entirely accurate, complete or current and may also include technical inaccuracies or typographical errors. In an effort to continue to provide you with as complete and accurate information as possible, information may be changed or updated from time to time without notice, including without limitation information regarding Stronghold's policies, products and services. Accordingly, you should verify all information before relying on it, and all decisions based on information contained on the Stronghold Site are your sole responsibility and Stronghold shall have no liability for such decisions. Links to third-party materials (including without limitation websites) may be provided as a convenience but are not controlled by Stronghold. You acknowledge and agree that Stronghold are not responsible for any aspect of the information, content, or services contained in any third-party materials or on any third-party sites accessible or linked to the Stronghold Site.

6.3. Third-Party Applications

If, to the extent permitted by Stronghold from time to time, you grant express permission to a third party to access or connect to your Stronghold Account, either through the third party’s product or service or through the Stronghold Site, you acknowledge that granting permission to a third party to take specific actions on your behalf does not relieve you of any of your responsibilities under this Agreement. You are fully responsible for all acts or omissions of any third party with access to your Stronghold Account. Further, you acknowledge and agree that you will not hold Stronghold responsible for, and will indemnify Stronghold against, any liability arising out of or related to any act or omission of any third party with access to your Stronghold Account.

6.4. Prohibited Use

In connection with your use of the Stronghold Services, and your interactions with other users, and third parties you agree and represent you will not engage in any 'Prohibited Business' or 'Prohibited Use' (as defined in Appendix 1). Stronghold reserves the right at all times to monitor, review, retain and/or disclose any information as necessary to satisfy any applicable law, regulation, sanctions programs, legal process or governmental request. Stronghold reserves the right to cancel and/or suspend your Stronghold Account and/or block transactions or freeze funds immediately and without notice if Stronghold determines, in its sole discretion, that your Account is associated with a Prohibited Use and/or a Prohibited Business.

6.5. Transactions Limits

The use of all Stronghold Services is subject to a limit on the amount of volume you may transact or transfer in a given period (e.g., daily). Your transaction limits may vary depending on your payment method, verification steps you have completed, and other factors. Stronghold reserves the right to change applicable limits as Stronghold deems necessary in its sole discretion. If you wish to raise your limits beyond the posted amounts, you may submit a request to Stronghold Happiness. Stronghold may require you to submit additional information about yourself or your business, provide records, and arrange for meetings with Stronghold staff (such process, “Enhanced Due Diligence”). Stronghold reserves the right to charge you costs and fees associated with Enhanced Due Diligence, provided that Stronghold notifies you in advance of any such charges accruing. Stronghold may, in its sole discretion, refuse to raise your limits or Stronghold may lower your limits at a subsequent time even if you have completed Enhanced Due Diligence.

6.6. Suspension, Termination, and Cancellation

Stronghold may: (a) suspend, restrict, or terminate your access to any or all of the Stronghold Services, and/or (b) deactivate or cancel your Stronghold Account if:

  • We are so required by a facially valid subpoena, court order, or binding order of a government authority; or
  • We reasonably suspect you of using your Stronghold Account in connection with a Prohibited Use or Business; or
  • Use of your Stronghold Account is subject to any pending litigation, investigation, or government proceeding and/or Stronghold perceives a heightened risk of legal or regulatory non-compliance associated with your Account activity; or
  • Our service partners are unable to support your use; or
  • You take any action that Stronghold deems as circumventing Stronghold’s controls, including, but not limited to, opening multiple Stronghold Accounts or abusing promotions which Stronghold may offer from time to time; or
  • You breach Stronghold's Behaviour Policy

If Stronghold suspends or closes your account, or terminates your use of Stronghold Services for any reason, Stronghold will provide you with notice of its actions unless a court order or other legal process prohibits Stronghold from providing you with such notice. You acknowledge that Stronghold’s decision to take certain actions, including limiting access to, suspending, or closing your account, may be based on confidential criteria that are essential to Stronghold’s risk management and security protocols. You agree that Stronghold is under no obligation to disclose the details of its risk management and security procedures to you.

You will be permitted to transfer Digital Currency or funds associated with your Hosted Digital Currency Wallet(s) and/or your Fiat Wallet(s) for fifteen (15) days after Account deactivation or cancellation unless such transfer is otherwise prohibited (i) under the law, including but not limited to applicable sanctions programs, or (ii) by a facially valid subpoena or court order. You may cancel your Stronghold Account at any time by withdrawing all balances and contacting Stronghold Happiness. You will not be charged for cancelling your Stronghold Account, although you will be required to pay any outstanding amounts owed to Stronghold, and you authorise Stronghold to deduct any amounts owing to it from your Stronghold Account. You authorize Stronghold to cancel or suspend any pending transactions at the time of cancellation.

6.7. Relationship of the Parties

Stronghold is an independent contractor for all purposes. Nothing in this Agreement shall be deemed or is intended to be deemed, nor shall it cause, you and Stronghold to be treated as partners, joint ventures, or otherwise as joint associates for profit, or either you or Stronghold to be treated as the agent of the other.

6.8. Privacy of Others; Marketing

If you receive information about another user through the Stronghold Services, you must keep the information confidential and only use it in connection with the Stronghold Services. You may not disclose or distribute a user’s information to a third party or use the information except as reasonably necessary to effectuate a transaction and other functions reasonably incidental thereto such as support, reconciliation and accounting unless you receive the user’s express consent to do so. You may not send unsolicited email to a user through the Stronghold Services.

6.9. Password Security; Contact Information

You are responsible for maintaining adequate security and control of any and all IDs, passwords, hints, personal identification numbers (PINs), API keys or any other codes that you use to access the Stronghold Services. Any loss or compromise of the foregoing information and/or your personal information may result in unauthorized access to your Stronghold Account by third-parties and the loss or theft of any Digital Currency and/or funds held in your Stronghold Account and any associated accounts, including your linked bank account(s) and credit card(s). You are responsible for keeping your email address and telephone number up to date in your Account Profile in order to receive any notices or alerts that Stronghold may send you. Stronghold assumes no responsibility for any loss that you may sustain due to compromise of account login credentials due to no fault of Stronghold and/or failure to follow or act on any notices or alerts that Stronghold may send to you. In the event you believe your Stronghold Account information has been compromised, contact Stronghold Happiness.

6.10. Taxes

It is your sole responsibility to determine whether, and to what extent, any taxes apply to any transactions you conduct through the Stronghold Services, and to withhold, collect, report and remit the correct amounts of taxes to the appropriate tax authorities. Your transaction history is available through your Stronghold Account.

6.11. Unclaimed Property

If Stronghold is holding funds in your account, and Stronghold is unable to contact you and has no record of your use of the Services for more than 12 months, applicable law may require Stronghold to report these funds as unclaimed property to the applicable jurisdiction. If this occurs, Stronghold will try to locate you at the address shown in its records, but if Stronghold is unable to locate you, it may be required to deliver any such funds to the applicable state or jurisdiction as unclaimed property. Stronghold reserves the right to deduct a dormancy fee or other administrative charges from inactive accounts or such unclaimed funds, as permitted by applicable law.

7. Customer Feedback, Queries, Complaints, and Dispute Resolution

7.1. Contact Stronghold

If you have any feedback, questions, or complaints, contact Stronghold via its Customer Support webpage at Stronghold Happiness. When you contact Stronghold please provide your name, address, and any other information Stronghold may need to identify you, your Stronghold Account, and the transaction on which you have feedback, questions, or complaints. If you believe your account has been compromised, you may also report your claim by emailing [email protected]

7.2. Dispute resolution

If you have a dispute with, or complaint against, Stronghold, Stronghold will attempt to resolve any such disputes or complaints through its support team.  To initiate a dispute or complaint, please email us at [email protected]Stronghold is committed to:

  • Providing an efficient, fair and accessible mechanism for the resolution of disputes and complaints;
  • Increasing the level of client satisfaction by dealing with all complaints in an expedient and effective manner; and
  • Maintaining membership of and providing our clients with access to approved external dispute resolution schemes.

7.3. Dispute resolution in New Zealand

If you are based in New Zealand and Stronghold cannot resolve the dispute or complaint through its support team, you may refer the dispute or complaint to Financial Services Complaints Limited ("FSCL") by emailing [email protected] or calling 0800-347-257.  Stronghold is a member of this independent dispute resolution scheme which has been approved by Consumer Protection (a division of the Ministry of Business, Innovation and Employment).  Full details on how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use their services.

7.4.  Dispute resolution outside of New Zealand

If you are based outside of New Zealand and Stronghold cannot resolve the dispute or complaint through its support team, you agree that any dispute arising under these Terms shall be finally settled in binding arbitration, on an individual basis, in accordance with the American Arbitration Association’s rules for arbitration of consumer-related disputes (accessible at https://www.adr.org/sites/default/files/Consumer%20Rules.pdf) and you hereby expressly waive trial by jury and right to participate in a class action lawsuit or class-wide arbitration. The arbitration will be conducted by a single, neutral arbitrator and shall take place in the county or parish in which you reside, or another mutually agreeable location, in the English language. The arbitrator may award any relief that a court of competent jurisdiction could award, including attorneys’ fees when authorized by law, and the arbitral decision may be enforced in any court. At your request, hearings may be conducted in person or by telephone and the arbitrator may provide for submitting and determining motions on briefs, without oral hearings. The prevailing party in any action or proceeding to enforce this agreement shall be entitled to costs and attorneys’ fees.

If the arbitrator(s) or arbitration administrator would impose filing fees or other administrative costs on you, Stronghold will reimburse you, upon request, to the extent such fees or costs would exceed those that you would otherwise have to pay if you were proceeding instead in a court. Stronghold will also pay additional fees or costs if required to do so by the arbitration administrator’s rules or applicable law. Apart from the foregoing, each Party will be responsible for any other fees or costs, such as attorney fees that the Party may incur. If a court decides that any provision of this section 7.4 is invalid or unenforceable, that provision shall be severed and the other parts of this section 7.4 shall still apply. In any case, the remainder of these Terms, will continue to apply.

8. General Provisions

8.1. Computer Viruses

Stronghold shall not bear any liability, whatsoever, for any damage or interruptions caused by any computer viruses, spyware, scareware, Trojan horses, worms or other malware that may affect your computer or other equipment, or any phishing, spoofing or other attack. Stronghold advise the regular use of a reputable and readily available virus screening and prevention software. You should also be aware that SMS and email services are vulnerable to spoofing and phishing attacks and should use care in reviewing messages purporting to originate from Stronghold. Always log into your Stronghold Account through the Stronghold Site to review any transactions or required actions if you have any uncertainty regarding the authenticity of any communication or notice.

8.2. Release of Stronghold; Indemnification

If you have a dispute with one or more users of the Stronghold services, you release Stronghold, its affiliates and service providers, and each of their respective officers, directors, agents, joint venturers, employees and representatives from any and all claims, demands and damages (actual and consequential) of every kind and nature arising out of or in any way connected with such disputes. You agree to indemnify and hold Stronghold, its affiliates and Service Providers, and each of its or their respective officers, directors, agents, joint venturers, employees and representatives, harmless from any claim or demand (including attorneys’ fees and any fines, fees or penalties imposed by any regulatory authority) arising out of or related to your breach of this Agreement or your violation of any law, rule or regulation, or the rights of any third party.

8.3. Limitation of Liability; No Warranty

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL STRONGHOLD, ITS AFFILIATES AND SERVICE PROVIDERS, OR ANY OF THEIR RESPECTIVE OFFICERS, DIRECTORS, AGENTS, JOINT VENTURERS, EMPLOYEES OR REPRESENTATIVES, BE LIABLE (A) FOR ANY AMOUNT GREATER THAN THE VALUE OF THE SUPPORTED DIGITAL CURRENCY ON DEPOSIT IN YOUR STRONGHOLD ACCOUNT OR (B) FOR ANY LOST PROFITS OR ANY SPECIAL, INCIDENTAL, INDIRECT, INTANGIBLE, OR CONSEQUENTIAL DAMAGES, WHETHER BASED IN CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE, ARISING OUT OF OR IN CONNECTION WITH AUTHORIZED OR UNAUTHORIZED USE OF THE STRONGHOLD SITE OR THE STRONGHOLD SERVICES, OR THIS AGREEMENT, EVEN IF AN AUTHORIZED REPRESENTATIVE OF STRONGHOLD HAS BEEN ADVISED OF OR KNEW OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES. THIS MEANS, BY WAY OF EXAMPLE ONLY (AND WITHOUT LIMITING THE SCOPE OF THE PRECEDING SENTENCE), THAT IF YOU CLAIM THAT STRONGHOLD FAILED TO PROCESS A BUY OR SELL TRANSACTION PROPERLY, YOUR DAMAGES ARE LIMITED TO NO MORE THAN THE VALUE OF THE SUPPORTED DIGITAL CURRENCY AT ISSUE IN THE TRANSACTION, AND THAT YOU MAY NOT RECOVER FOR LOST PROFITS, LOST BUSINESS OPPORTUNITIES, OR OTHER TYPES OF SPECIAL, INCIDENTAL, INDIRECT, INTANGIBLE, OR CONSEQUENTIAL DAMAGES IN EXCESS OF THE VALUE OF THE SUPPORTED DIGITAL CURRENCY AT ISSUE IN THE TRANSACTION. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

THE STRONGHOLD SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT ANY REPRESENTATION OR WARRANTY, WHETHER EXPRESS, IMPLIED OR STATUTORY. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, STRONGHOLD SPECIFICALLY DISCLAIMS ANY IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND/OR NON-INFRINGEMENT. STRONGHOLD DOES NOT MAKE ANY REPRESENTATIONS OR WARRANTIES THAT ACCESS TO THE SITE, ANY PART OF THE STRONGHOLD SERVICES, OR ANY OF THE MATERIALS CONTAINED THEREIN, WILL BE CONTINUOUS, UNINTERRUPTED, TIMELY, OR ERROR-FREE.

Stronghold makes no representations about the accuracy or completeness of historical Digital Currency price data available on the Stronghold Site. Stronghold will use its reasonable efforts to ensure that requests for electronic debits and credits involving bank accounts, credit cards, and check issuances are processed in a timely manner but Stronghold makes no representations or warranties regarding the amount of time needed to complete processing which is dependent upon many factors outside of its control.

8.4. Entire Agreement

This Agreement, the Privacy Policy, and Appendices incorporated by reference herein comprise the entire understanding and agreement between you and Stronghold as to the subject matter hereof, and supersedes any and all prior discussions, agreements and understandings of any kind (including without limitation any prior versions of this Agreement), and every nature between and among you and Stronghold. Section headings in this Agreement are for convenience only, and shall not govern the meaning or interpretation of any provision of this Agreement.

8.5. Amendments

Stronghold may amend or modify this Agreement by posting on the Stronghold Site or emailing to you the revised Agreement, and the revised Agreement shall be effective at such time. If you do not agree with any such modification, your sole and exclusive remedy is to terminate your use of the Services and close your account. You agree that Stronghold shall not be liable to you or any third party for any modification or termination of the Stronghold Services, or suspension or termination of your access to the Stronghold Services, except to the extent otherwise expressly set forth herein. If the revised Terms include a material change, Stronghold will use its reasonable endeavours to provide you advanced notice via its website and/or email before the material change becomes effective.

8.6. Assignment

You may not assign any rights and/or licenses granted under these Terms. Stronghold reserves the right to assign its rights without restriction, including without limitation to any Stronghold affiliates or subsidiaries, or to any successor in interest of any business associated with the Stronghold Services. Any attempted transfer or assignment in violation hereof shall be null and void. Subject to the foregoing, this Agreement will bind and inure to the benefit of the parties, their successors and permitted assigns.

8.7. Severability

If any provision of this Agreement shall be determined to be invalid or unenforceable under any rule, law or regulation or any governmental agency, local, state, or federal, such provision will be changed and interpreted to accomplish the objectives of the provision to the greatest extent possible under any applicable law and the validity or enforceability of any other provision of this Agreement shall not be affected.

8.8. Change of Control

In the event that Stronghold is acquired by or merged with a third party entity, Stronghold reserves the right, in any of these circumstances, to transfer or assign the information it has collected from you as part of such merger, acquisition, sale, or other change of control.

8.9. Survival

All provisions of these Terms which by their nature extend beyond the expiration or termination of your account and the provision of the Services to you, including, without limitation, sections pertaining to suspension or termination, Stronghold Account cancellation, debts owed to Stronghold, general use of the Stronghold Site, disputes with Stronghold, and general provisions, shall survive the termination or expiration of this Agreement.

8.10. Governing Law

You agree that the laws of New Zealand, without regard to principles of conflict of laws, will govern these Terms and the provision of the Services to you, and any claim or dispute that has arisen or may arise between you and Stronghold. You agree to submit to the non-exclusive jurisdiction of the Courts of New Zealand.

8.11. Force Majeure

Stronghold shall not be liable for delays, failure in performance or interruption of service which result directly or indirectly from any cause or condition beyond its reasonable control, including but not limited to, any delay or failure due to any act of God, act of civil or military authorities, act of terrorists, civil disturbance, war, strike or other labor dispute, fire, interruption in telecommunications or Internet services or network provider services, failure of equipment and/or software, other catastrophe or any other occurrence which is beyond Stronghold's reasonable control and shall not affect the validity and enforceability of any remaining provisions.

8.12. English Language Controls

Notwithstanding any other provision of this Agreement, any translation of this Agreement is provided for your convenience. The meanings of terms, conditions and representations herein are subject to definitions and interpretations in the English language. Any translation provided may not accurately represent the information in the original English.

APPENDIX 1: PROHIBITED USE, PROHIBITED BUSINESSES AND CONDITIONAL USE

Prohibited Use

You may not use your Stronghold Account to engage in the following categories of activity (“Prohibited Uses”). The specific types of use listed below are representative, but not exhaustive. If you are uncertain as to whether or not your use of Stronghold Services involves a Prohibited Use, or have questions about how these requirements apply to you, please contact Stronghold Happiness. By opening a Stronghold Account, you confirm that you will not use your Account to do any of the following:

  • Unlawful Activity: Activity which would violate, or assist in violation of, any law, statute, ordinance, or regulation, sanctions programs administered in the countries where Stronghold conducts business, including but not limited to the U.S. Department of Treasury’s Office of Foreign Assets Control (“OFAC”), or which would involve proceeds of any unlawful activity; publish, distribute or disseminate any unlawful material or information
  • Abusive Activity: Actions which impose an unreasonable or disproportionately large load on Stronghold's infrastructure, or detrimentally interfere with, intercept, or expropriate any system, data, or information; transmit or upload any material to the Stronghold Site that contains viruses, trojan horses, worms, or any other harmful or deleterious programs; attempt to gain unauthorized access to the Stronghold Site, other Stronghold Accounts, computer systems or networks connected to the Stronghold Site, through password mining or any other means; use Stronghold Account information of another party to access or use the Stronghold Site, except in the case of specific Merchants and/or applications which are specifically authorized by a user to access such user’s Stronghold Account and information; or transfer your account access or rights to your account to a third party, unless by operation of law or with the express permission of Stronghold
  • Abuse Other Users: Interfere with another individual’s or entity’s access to or use of any Stronghold Services; defame, abuse, extort, harass, stalk, threaten or otherwise violate or infringe the legal rights (such as, but not limited to, rights of privacy, publicity and intellectual property) of others; incite, threaten, facilitate, promote, or encourage hate, racial intolerance, or violent acts against others; harvest or otherwise collect information from the Stronghold Site about others, including without limitation email addresses, without proper consent
  • Fraud: Activity which operates to defraud Stronghold, Stronghold users, or any other person; provide any false, inaccurate, or misleading information to Stronghold
  • Intellectual Property Infringement: Engage in transactions involving items that infringe or violate any copyright, trademark, right of publicity or privacy or any other proprietary right under the law, including but not limited to sales, distribution, or access to counterfeit music, movies, software, or other licensed materials without the appropriate authorization from the rights holder; use of Stronghold intellectual property, name, or logo, including use of Stronghold trade or service marks, without express consent from Stronghold or in a manner that otherwise harms Stronghold or the Stronghold brand; any action that implies an untrue endorsement by or affiliation with Stronghold

 

Prohibited Businesses

In addition to the Prohibited Uses described above, the following categories of businesses, business practices, and sale items are barred from Stronghold Services (“Prohibited Businesses”). Most Prohibited Businesses categories are imposed by Card Network rules or the requirements of Stronghold's banking providers or processors. The specific types of use listed below are representative, but not exhaustive. If you are uncertain as to whether or not your use of Stronghold Services involves a Prohibited Business, or have questions about how these requirements apply to you, please contact Stronghold Happiness.

By opening a Stronghold Account, you confirm that you will not use Stronghold Services in connection with any of following businesses, activities, practices, or items:

  • Investment and Credit Services: Securities brokers; mortgage consulting or debt reduction services; credit counselling or repair; real estate opportunities; investment schemes
  • Restricted Financial Services: Check cashing, bail bonds; collections agencies
  • Intellectual Property or Proprietary Rights Infringement: Sales, distribution, or access to counterfeit music, movies, software, or other licensed materials without the appropriate authorization from the rights holder
  • Counterfeit or Unauthorized Goods: Unauthorized sale or resale of brand name or designer products or services; sale of goods or services that are illegally imported or exported or which are stolen
  • Drugs and Drug Paraphernalia: Sale of narcotics, controlled substances, and any equipment designed for making or using drugs, such as bongs, vaporizers, and hookahs
  • Pseudo-Pharmaceuticals: Pharmaceuticals and other products that make health claims that have not been approved or verified by the applicable local and/or national regulatory body
  • Substances designed to mimic illegal drugs: Sale of a legal substance that provides the same effect as an illegal drug (e.g., salvia, kratom)
  • Multi-level Marketing: Pyramid schemes, network marketing, and referral marketing programs
  • Unfair, predatory or deceptive practices: Investment opportunities or other services that promise high rewards; Sale or resale of a service without added benefit to the buyer; resale of government offerings without authorization or added value; sites that Stronghold determine in its sole discretion to be unfair, deceptive, or predatory towards consumers
  • High risk businesses: any businesses that Stronghold believe poses elevated financial risk, legal liability, or violates card network or bank policies

Conditional Use

Express written consent and approval from Stronghold must be obtained prior to using Stronghold Services for the following categories of business and/or use (“Conditional Uses”). Consent may be requested by contacting [email protected]. Stronghold may also require you to agree to additional conditions, make supplemental representations and warranties, complete enhanced on-boarding procedures, and operate subject to restrictions if you use Stronghold Services in connection with any of following businesses, activities, or practices:

  • Money Services: Money transmitters, Digital Currency transmitters; currency or Digital Currency exchanges or dealers; gift cards; prepaid cards; sale of in-game currency unless the merchant is the operator of the virtual world; act as a payment intermediary or aggregator or otherwise resell any of the Stronghold Services
  • Regulated Products and Services: Marijuana dispensaries and related businesses; sale of tobacco, e-cigarettes, and e-liquid; online prescription or pharmaceutical services; age restricted goods or services; weapons and munitions; gunpowder and other explosives; fireworks and related goods; toxic, flammable, and radioactive materials; products and services with varying legal status on a state-by-state basis
  • Adult Content and Services: Pornography and other obscene materials (including literature, imagery and other media); sites offering any sexually-related services such as prostitution, escorts, pay-per view, adult live chat features
  • Gambling: Lotteries; bidding fee auctions; sports forecasting or odds making; fantasy sports leagues with cash prizes; internet gaming; contests; sweepstakes; games of chance
  • Charities: Acceptance of donations for non-profit enterprise
  • Games of Skill: Games which are not defined as gambling under this Agreement or by law, but which require an entry fee and award a prize
  • Religious/Spiritual Organizations: Operation of a for-profit religious or spiritual organization

APPENDIX 2: VERIFICATION PROCEDURES AND LIMITS

Stronghold uses multi-level systems and procedures to collect and verify information about you in order to protect Stronghold and the community from fraudulent users, and to keep appropriate records of Stronghold’s customers. Your daily or weekly Conversion limits, deposit, withdrawal and trading limits, Instant Buy limits, Fiat Wallet transfer limits, and limits on transactions from a linked payment method are based on the identifying information and/or proof of identity you provide to Stronghold. All users who wish to buy Digital Currency using Stronghold’s Standard Conversion Service, at minimum, must: Establish a Stronghold Account by providing your name and residential address, authenticating your email address, and accepting the Stronghold User Terms, and Submit a copy of an acceptable form of identification (i.e. passport, state driver’s license, or state identification card). Notwithstanding these minimum verification procedures for the referenced Stronghold Services, Stronghold may require you to provide or verify additional information, or to wait some amount of time after completion of a transaction, before permitting you to use any Stronghold Services and/or before permitting you to engage in transactions beyond certain volume limits. You may determine the volume limits associated with your level of identity verification by visiting your account’s Limits page. You may contact Stronghold Happiness to request larger limits. Stronghold will require you to submit to Enhanced Due Diligence. Additional fees and costs may apply, and Stronghold does not guarantee that your limits will be raised. If you do not complete the minimum account verification steps as outlined above, Stronghold reserves the right to immediately close your Account or charge you additional fees for maintaining your unverified account.

APPENDIX 3: E-SIGN DISCLOSURE AND CONSENT

This policy describes how Stronghold delivers communications to you electronically. Stronghold may amend this policy at any time by providing a revised version on the Stronghold Site. The revised version will be effective at the time Stronghold posts it.  Stronghold will provide you with prior notice of any material changes via its website.

 

Electronic Delivery of Communications

You agree and consent to receive electronically all communications, agreements, documents, notices and disclosures (collectively, “Communications”) that Stronghold provides in connection with your Stronghold Account and your use of Stronghold Services. Communications include: Terms of use and policies you agree to (e.g., the Stronghold User Agreement and Privacy Policy), including updates to these agreements or policies; Account details, history, transaction receipts, confirmations, and any other Account or transaction information; Legal, regulatory, and tax disclosures or statements Stronghold may be required to make available to you; and Responses to claims or customer support inquiries filed in connection with your Account. Stronghold will provide these Communications to you by posting them on the Stronghold website, emailing them to you at the primary email address listed in your Stronghold profile, communicating to you via instant chat, and/or through other electronic communication such as text message or mobile push notification.

 

Hardware and Software Requirements

In order to access and retain electronic Communications, you will need the following computer hardware and software: A device with an Internet connection; A current web browser that includes 128-bit encryption (e.g. Internet Explorer version 9.0 and above, Firefox version 3.6 and above, Chrome version 31.0 and above, or Safari 7.0 and above) with cookies enabled; A valid email address (your primary email address on file with Stronghold); and Sufficient storage space to save past Communications or an installed printer to print them.

 

How to Withdraw Your Consent

You may withdraw your consent to receive Communications electronically by emailing Stronghold at [email protected]. If you fail to provide or if you withdraw your consent to receive Communications electronically, Stronghold reserves the right to immediately close your Account or charge you additional fees for paper copies.

 

Updating your Information

It is your responsibility to provide Stronghold with a true, accurate and complete email address and your contact information, and to keep such information up to date. You understand and agree that if Stronghold sends you an electronic Communication but you do not receive it because your primary email address on file is incorrect, out of date, blocked by your service provider, or you are otherwise unable to receive electronic Communications, Stronghold will be deemed to have provided the Communication to you. You may update your information by logging into your account and visiting settings or by contacting Stronghold's support team via email at [email protected]

 

E-sign

Where necessary, Stronghold may require you to accept certain conditions or further terms electronically. To confirm our acceptance, you may be prompted to 'E-sign' on the relevant page on the Stronghold Site. If you do not wish to accept certain conditions or further terms DO NOT confirm via E-sign.  However, not confirming by E-sign may result in some or all of the Stronghold Services no longer being made available to you or your Stronghold Account being suspended or terminated.