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The guarantee program helps users recover losses using deposits that some exchanges have voluntarily placed. It is operated under the rules below.
What is a guaranteed exchange?
An exchange that has agreed with XenFlow to place a deposit for user protection. You can see the 🛡 guarantee mark and the deposit amount in the exchange list and on the exchange's page.
Where deposits are kept
Each exchange's deposit is kept in a separate wallet and is never mixed with other exchanges' deposits or XenFlow's operating funds. For exchanges that have published their wallet address, you can see the balance on the exchange's page.
Nature of the program
1. The program is funded only by the deposit placed by the relevant exchange. XenFlow does not pay compensation from its own assets. 2. It is not insurance, deposit protection or a principal guarantee, and it does not promise full recovery of losses. 3. Whether support is given, and how much, is decided by XenFlow based on these rules and the evidence submitted.
Covered incidents
1. The exchange stops operating or blocks withdrawals without returning users' assets 2. The exchange freezes accounts or assets without a legitimate reason and does not release them
Not covered
1. Losses resulting from trading, such as trading losses, liquidations or price movements 2. Losses from hacks, phishing or leaked account details caused by your own negligence 3. Restrictions for legitimate reasons such as law, requests from authorities, or KYC and anti-money-laundering procedures 4. Sanctions for your breach of the exchange's terms (multiple accounts, abuse, etc.) 5. Assets deposited after the incident was announced or became known 6. False or exaggerated claims
Limits and allocation
1. Support is given only within the remaining balance of the relevant exchange's deposit. 2. If total claims exceed the deposit, support is allocated in proportion to each confirmed loss. 3. Support is paid in a crypto asset chosen by XenFlow, such as USDT.
How and when to claim
1. Only accounts that signed up through XenFlow and had their UID verified before the incident may claim. 2. Submit your claim via a support ticket within 90 days of the date the incident was announced. Claims after this deadline are not accepted. 3. Include the exchange name, your UID, a description of the loss and supporting evidence (balance screenshots, withdrawal records, etc.). We may ask for more. 4. We will update you through the ticket. If you disagree with the result, you may request one review.
Assignment of rights
When you receive support, your claims against the exchange pass to XenFlow or its designee up to the amount paid, and you agree to cooperate in completing any documents needed for this.
Fraudulent claims
If false evidence or duplicate claims are found, we will cancel the support, demand repayment of any amounts paid and may permanently restrict your use of the Service.
Changes and termination
Whether an exchange keeps a deposit, its amount and these rules may change or end depending on agreements with exchanges and operational needs. Incidents that have already occurred and were claimed within the deadline are handled under the rules in force at the time of the incident.