Terms of service

1What the service is

Unblock.Exchange provides compliance consulting and case preparation for crypto exchange accounts that have been restricted, suspended or blocked, and for withdrawals that have been held. A standard engagement covers:

• analysis of the reason for the restriction, based on the exchange's messages and your account history;
• an AML review of the transactions the exchange has raised;
• structuring the explanation of the source of funds and assembling the supporting document package;
• preparation of the compliance response in the form the platform's compliance team expects;
• support of the correspondence with the exchange until it reaches a decision, including follow-up questions and escalation through the platform's own channels.

Where a case requires a formal legal route, legal partners in the exchange's jurisdiction are engaged for that part of the work. This is agreed with you in advance and corresponds to the extended engagement described in section 5.

2What the service is not

We do

• Identify the cause of the restriction
• Review the transactions in question
• Build the source-of-funds evidence chain
• Write the compliance response
• Run the correspondence to a decision

We do not

• Unblock accounts — only the exchange can
• Act for, or on behalf of, any exchange, regulator or law enforcement authority
• Recover stolen assets — this is not a recovery service
• Hold, receive or transfer client funds
• Ask for passwords, 2FA codes or API keys — ever
• Claim private channels into any exchange

3How an engagement starts

• Free case review. You describe the situation and forward the messages received from the exchange. We assess the likely cause and tell you whether the platform's own free channel still covers it. There is no charge for this step and no obligation on either side.
• Agreed scope and fee. If a case is worth opening, we set out what will be done and what it costs, and agree it with you before any payment.
• Prepayment. Work begins once the fixed prepayment for the agreed scope is received.
• Case work. As described in section 1, with you informed at every step.

We decline engagements where the exchange's own free process still applies, where the restriction is not open to appeal (for example a hold placed by a law enforcement or regulatory authority), or where the origin of the funds cannot be evidenced at all. We tell you this at the free review stage — not after payment.

Illegal conduct by the client ends the engagement. Where we have reason to believe a client's own conduct is unlawful, or where a client asks us to support, conceal or assist unlawful conduct, we end the engagement immediately — at the free review stage or at any later point it comes to light, regardless of the stage the case has reached. This concerns the client's conduct, not the conduct of others: a client whose funds were taken by a fraudulent counterparty is precisely who this service is for. Where an engagement ends this way after the prepayment has been made, the prepayment is not returned — see section 5.

4No promised outcome

Any statement of duration on this site is a range drawn from experience, not a commitment: cases run 5 to 90 days depending on complexity, and with a properly prepared case part of situations are resolved within 7 to 12 days. The review period belongs to the exchange. Nobody who does not work inside the exchange's compliance team can promise you a date.

5Fees and payment

The fee has two parts: a fixed prepayment for the agreed scope of work, and a success fee charged only on funds actually released. Neither is a list price. Both are quoted for your specific case after the free review — the prepayment according to the work the case actually requires, the success fee as a percentage of the amount the exchange releases — and both are agreed with you before any payment is made. A figure quoted before anyone has read the exchange's messages would be a guess, and we do not publish guesses.

We state this plainly rather than advertising a refund. In this niche "100% money back if we fail" is the standard line, and it is the line that most often is not honoured.

6Your part

• Accurate information. The case is built on what you provide. Altered or incomplete documents do not merely fail — they turn a solvable review into a closed one.
• Deadlines. Exchanges set response windows. Missing them is one of the most common reasons a case that was going well stops moving.
• You remain the account holder. Where the exchange requires the response to come from the account itself, you submit it; we prepare what goes in it and review every message before it is sent. We do not request and do not need access to your account.
• No parallel channels. Contacting third-party "unblockers" or paying anyone who promises to settle the matter privately damages the case we are running.

7Confidentiality and data

Case materials — documents, correspondence, transaction data — are used solely to prepare and support your case and are handled confidentially by the team working on it. We do not publish client names, and any case description published on this site is anonymised and carries no detail that identifies the client.

We do not receive, hold or transfer client funds at any point, and we do not request credentials that would give access to your exchange account. What we collect, why, and how long it is kept is set out in the privacy policy.

8Limits and liability

• The decision is the exchange's. We do not influence or control the decisions of any exchange, regulator or law enforcement authority, and we are not liable for them.
• Not legal representation under our own licence. The company's commercial licence covers cyber risk management, data and cyber security and IT services. Legal work in a specific jurisdiction is carried out by engaged legal partners, and their engagement is agreed with you separately as part of the extended scope.
• Not all restrictions can be appealed. Where a hold originates from a law enforcement or regulatory authority rather than from the platform's own risk assessment, a compliance file does not change it. Binance, for example, states in its help centre that not all account restrictions are open to appeal.
• Information on this site is not legal advice. Platform requirements and stated review periods are the platforms' own and change over time.

9Communication and timelines

The periods above are ours. The overall duration of a case depends on the exchange's review and is stated as a range in section 4. The review period is the exchange's own and no part of it is ours to shorten.

10Company details and applicable law

These terms 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. Terms agreed for a specific engagement take precedence over this page where the two differ.

Applicable law. These terms, and any engagement entered into under them, are governed by and construed in accordance with the laws of the United Arab Emirates. Where the engagement agreement for a specific case sets out a procedure for resolving disputes, that agreement applies; otherwise a dispute is resolved as provided by the applicable law of the United Arab Emirates. 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.

Related: frequently asked questions · privacy policy