These Rules define how TrustEx.best provides electronic money and cryptocurrency exchange services.
The Rules apply to every order without exception. Creating an order means you have read, understood and fully accept them.
The Rules are supplemented by the User Agreement and the AML / KYC / SoF Policy. Where they differ, the stricter provision applies.
1Who may use the service
Services are provided to legally capable individuals aged 18 or older.
The user confirms that the funds involved in the exchange belong to them lawfully and were obtained legally.
The service does not serve persons under international sanctions, nor operations related to prohibited activity.
The service does not work with citizens of the Russian Federation and does not serve operations from RF territory.
2Creating an order
An order is created on the page of the chosen direction: you enter the amount, the receiving details and, if needed, extra services.
Check the details before submitting. A mistake in a wallet address or card number cannot be undone: funds go where you told them to, and the service cannot recover them.
Once created, the order gets a number and a permanent link that always shows its current status.
- The rate is locked when the order is created and is not recalculated while the payment window lasts.
- The payment window is 30 minutes. An unpaid order is cancelled automatically.
- You may have several orders at once, but each is paid separately and with the exact amount.
3Payment
Pay exactly the amount stated in the order, and only from details that belong to you.
Third-party payments are not accepted. If a payment arrives from someone else's account, the service may pause the operation and ask for confirmation.
Payment system and network fees are paid by the sender. If the amount arrives net of a network fee, the payout is based on the amount actually received.
If the amount received is lower or higher than stated, the order is paused and recalculated by an operator.
4Payout
The payout is sent after the incoming funds are confirmed and the AML check is passed.
During business hours most orders complete within 5–30 minutes. Delays are possible under network load, when a manual check is required, or outside business hours.
The service is not responsible for crediting time on the payment system or blockchain side after the payout has been sent.
- Payout details can only be changed before the funds are sent.
- A refund is possible until the payout is made; the transfer fee is deducted from the refunded amount.
5Transaction checks
All incoming funds go through an AML check. At a high risk level the operation is paused and the user is asked to complete KYC or confirm the source of funds.
The check procedure, risk thresholds and the list of requested documents are described in the AML / KYC / SoF Policy.
Refusing the check means refusing the operation: funds are returned to the original details less the network fee.
Check the address or transaction before paying. It is free and takes a couple of minutes.
6Reserves and limits
The reserve for each direction is shown on the site and updates automatically. An order larger than the reserve cannot be created.
Minimum and maximum amounts are shown on the direction page. If you need more than the maximum — message the operator and the direction will be topped up manually.
7Liability
The service is responsible for correctly fulfilling the order within the amount of funds received.
The service is not liable for losses caused by the user's mistake in the details, actions of payment systems, rate changes after the lock, or force majeure.
The user is responsible for the lawfulness of the source of funds and the accuracy of the data provided.
8Disputes
All disputes are resolved in correspondence with an operator. Requests are accepted by order number.
A request is reviewed within 24 hours of receiving complete information from the user.
The service may refuse service without explanation, returning the received funds less the network fee.
9Changes to the rules
The service may amend these Rules. A new version is published on this page and takes effect upon publication.
Orders already created are governed by the version in force at the time of their creation.
Last updated: 2026