Privacy policy

1What we collect

Everything below is either something you send us or something the website records while you use it. There is no fourth category and no data bought from anyone else.

What you send through this website

The case form and the diagnostic questionnaire ask for the details needed to tell whether a case is worth opening:

• the exchange the account is held with, and the type of restriction;
• your Telegram handle — the channel we reply on — and the language you prefer;
• whether the account passed KYC, and the approximate balance affected;
• your description of what happened, in your own words;
• your answers to the questionnaire;
• wallet addresses and their networks, where you choose to give them.

What you send during the case

If the case is opened, the correspondence carries more: the exchange's own messages to you, identity and source-of-funds documents, transaction records and any supporting material you decide to provide. You choose what to send. We ask only for what the exchange's compliance team actually needs to see, and we say why each time we ask.

What the website records on its own

• A visitor identifier and a session identifier, stored in your browser's local storage, so that a submission can be matched to the visit it came from;
• the page you submitted from, and any campaign or partner parameters in the link you arrived through — this is how a partner referral is credited;
• standard technical records kept by the hosting and content-delivery layer: IP address, browser and device type, dates and times of requests. These are the ordinary server logs every website produces, and they are what makes abuse and attacks traceable.

Local storage is not a cookie, but it works like one in the way that matters: it stays in your browser until it is cleared. Clearing site data for unblock.exchange removes both identifiers, and nothing on the site stops working.

2What we never ask for

We do not receive, hold or transfer client funds at any point, so we do not process payment card details. Where an engagement is paid for, payment details are handled in the payment channel agreed with you, not through this website.

3Why we use it

• To answer you. A submission exists to be replied to; the contact details are used for that reply.
• To assess and run the case. Working out the reason for the restriction, reviewing the transactions the exchange raised, assembling the source-of-funds evidence and preparing the compliance response.
• To support the correspondence with the exchange until it reaches a decision.
• To credit a partner referral, where you arrived through a partner's link.
• To keep the service working and safe — diagnosing faults, and detecting abuse of the site or of the service itself.
• To meet legal and regulatory obligations, including obligations connected with anti-money-laundering rules, and to respond to lawful requests from authorities.

We do not use case materials for advertising, we do not build profiles for sale, and we do not publish client names. Any case described publicly on this site is anonymised and carries no detail that identifies the client.

4Who else sees it

We do not sell personal data, and we do not share it for anyone else's advertising.

5Third parties on this website

Three third parties are involved in an ordinary visit to this site, and it is fairer to name them than to describe them:

• Google Tag Manager loads on every page and is the container through which our measurement tags run. It runs when the page opens.
• Cloudflare sits in front of the site as its content-delivery and protection layer, and therefore sees the technical details of every request.
• CoinGecko is called from your browser on exchange pages to show current exchange data. That request comes from your device, so CoinGecko sees your IP address, as it would on any site that displays live market data.

Correspondence with us happens on Telegram. Telegram is a service we do not operate; what you send through it is also governed by Telegram's own terms and privacy policy.

Each of these services processes data under its own policy. Blocking them in your browser does not stop you from using this site or from sending a case.

6How long we keep it

Case materials are kept while the case is open, and afterwards for as long as we need them to answer questions about the work we did and to meet our legal and regulatory obligations. When neither reason applies any more, they are deleted.

Enquiries that never become cases are kept for a short period so that a repeat approach is not treated as a stranger's, and then removed. The identifiers stored in your browser stay until you clear your browser's site data.

You can ask us to delete what we hold about you at any time — see section 8. Where a legal obligation requires us to keep a specific record, we will tell you that instead of deleting it silently.

7How it is protected

Case materials are treated as confidential. Access is limited to the people working on the case, the site runs over an encrypted connection, and the systems that hold case records are access-controlled. We do not publish client names, and we do not discuss a client's case with anyone outside it without that client's instruction.

No service can promise that data is impossible to compromise, and one that does is telling you something it cannot know. What we can say is what we do, which is above.

8Your choices

• Ask what we hold. Write to us and we will tell you.
• Correct it. If something is wrong — a handle, a figure, a document — say so and we will fix it.
• Have it deleted. Ask, and we delete what we are not legally required to keep.
• Withdraw your consent and stop the correspondence at any time. Withdrawing it does not undo work already done, and does not by itself change the fee terms in the terms of service.
• Clear the identifiers this site stores by clearing site data in your browser.

Write to support@unblock.exchange — the same address as everything else. We answer requests about data on the same schedule as everything else we answer. Depending on where you live, local data-protection law may give you further rights and the right to complain to a supervisory authority; nothing here limits them.

9Where the data is

The company is established in Dubai, United Arab Emirates, and the case work is run from there. The service providers named above operate internationally, so technical data and correspondence may be processed outside the country you are in. Where that happens we use providers that offer contractual protection for the data they process on our behalf.

10Contact, changes and applicable law

This policy may be updated; the version in force is the one published on this page, and the date of the last update is shown at the top. Where a change is material, we say so on the page rather than changing the date quietly.

Applicable law. This policy is governed by and construed in accordance with the laws of the United Arab Emirates. Where a dispute arises about it, it is resolved as provided by that law, or by the procedure set out in the engagement agreement for a specific case where one applies. Nothing in this paragraph removes a protection that the law of your own country of residence gives you and does not allow to be contracted away.

Age. This service is for adults. We do not knowingly collect data from anyone under 18; if we learn that we have, we delete it.

Related: terms of service · frequently asked questions