APP Crypto.com Policy: Guidelines for Using an App for Crypto in the Digital World

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Account Protection Program – Policy Guide

Important Note: This policy document should be read together with the Terms of Use (. T&Cs of the applicable Crypto.com or exchange relating to the Account Protection Program (APP). If there is a discrepancy between this Policy Manual and the Terms and Conditions, the applicable terms will prevail.

This policy document is produced by Foris DAX AU Pty Ltd, Foris DAX Asia Pte Ltd, Foris DAX UK Limited, Foris DAX MT Limited, Foris DAX BR Ltda, CRO DAX Middle East FZE, Foris DAX Inc, Foris DAX TR Teknoloji A.Ş., Foris DAX Limited, Foris DAX HK Limited (Crypto.com as applicable) for users who have completed all required KYC requirements. Policies may vary in other markets, listed here.

What is the APP?

This policy applies the APP to you as a user of the Crypto.com app and the Crypto.com exchange. If you suffer an unauthorized transaction, we will determine at our discretion whether the policy applies to that transaction. You may receive protection up to a maximum of USD 250,000.

What is covered by the APP?

These events are covered by the APP:

Unauthorized cryptocurrency withdrawal: As a result of a hack or phishing attack, someone gains access to your account and transfers the digital currencies you own to their or a third-party's wallet.
Unauthorized fiat currency withdrawals: As a result of a hack or phishing attack, someone gains access to your account and uses the money from your fiat wallet to buy cryptocurrencies that they transfer to their own or a third-party's wallet, or transfer fiat currencies from your wallet to their own or a third-party's bank account.

What is not covered by APP?

These events are not covered by APP:

Scam: Someone persuaded you to transfer crypto or fiat and then found out that you fell victim to a scam.
Accidental Action Authorization: Copying and pasting an incorrect public key address when you transferred crypto assets from your wallet to the Crypto.com app.
Unauthorized transaction with no external transfers: Someone hacked into your account and converted all your tokens into ETH, but no funds were transferred from your account on the Crypto.com app.
Fraud or exploitation: Granting third party access to your money in violation of the Terms of Use.

Filing a Claim

To start requesting relief from the APP, click ‘Contact Support' to send us a message.

Minimum conditions for relief

At a minimum, you should:

Enable two-factor authentication (MFA) or passwords for a minimum of 21 days before the unauthorized transaction.
Activate an anti-phishing code on the Crypto.com app for at least 21 days before the unauthorized transaction.
Enable a 24-hour pull lock for new addresses.
Do not hack the activated device.
Submit a local police report for the unauthorized transaction and provide a translated copy if not in English.
Complete a security questionnaire from us to support a legal investigation and assume that your answers are genuine.
Contact us to initiate relief within 30 working days of the unauthorized employment.
Maintain your account so that it is free of pending investigations.
Suffer loss or damage from some or all of your coins being transferred out of your account on Crypto.com's app or exchange by an unauthorized third party.

Reimbursement Calculations

Considering our right to change the APP, the refund numbers are now calculated as follows:

Type

MethodReturn

The

Crypto Transaction

currencies

Transaction	Refund	Limit	limit of returning to Prime
Unauthorized	We will refund you the amount of crypto that was or is equivalent to the amount of the unauthorized transaction.	The price of the crypto will not exceed $250,000.	Not to exceed $1,000,000.
Unauthorized transactions in fiat	We will refund you the amount that was or is equivalent to the unauthorized transaction.	If the currency is US dollars, the limit is $250,000, otherwise equivalent to the amount of the unauthorized transaction according to the exchange rate on the date of repayment.	If the currency is US dollars, the limit is $1,000,000, otherwise equivalent to the amount of the unauthorized transaction according to the exchange rate on the date of repayment.