STATEMENT ON SERVICE CONTINUITY AND TECHNICAL DISRUPTIONS

Last updated: 01.07.2026

1. General Provisions

1.1. This Statement on Service Continuity and Technical Disruptions, hereinafter referred to as the Statement, sets out the public principles of UNITRADE INTERNATIONAL LLC, operating under the OurExchangeClub trademark, hereinafter referred to as the Company, concerning service availability, technical maintenance, disruptions, temporary restrictions, and service restoration.

1.2. The purposes of the Statement are to:

1. inform Users of the possible causes of temporary service unavailability;
2. establish general communication principles concerning scheduled technical maintenance and unforeseen disruptions;
3. clarify the possible status of transactions and submitted instructions during a disruption;
4. describe the actions expected from Users;
5. ensure clear and non-misleading communication concerning the service restoration process.

1.3. The Statement is a public informational document and does not constitute:

1. a guarantee of uninterrupted or continuous service availability;
2. a separate service-level agreement;
3. the Company’s complete internal business continuity or disaster recovery plan;
4. a description of the Company’s technical infrastructure or security measures;
5. a standalone guarantee that any transaction will be accepted, executed, or completed.

1.4. The Company’s internal procedures relating to business continuity, emergency response, data recovery, and technical controls may contain restricted information and are not subject to publication in full.

1.5. The Statement applies together with the Company’s Terms of Use and Public Offer, Cryptoasset Risk Disclosure Statement, Payments and Cash Transactions Policy, Information Security and Fraud Prevention Guide, Complaints and Dispute Resolution Procedure, and other applicable documents published on the Website.

1.6. In the event of any inconsistency between the Statement and another document specifically governing a particular service, transaction, or legal relationship, the document specifically governing that relationship shall prevail, unless otherwise provided by the legislation of the Republic of Armenia.

2. Key Definitions

2.1. Scheduled Technical Maintenance means pre-planned activities that may be undertaken to update, maintain, or test systems, expand capacity, implement software changes, or reduce technical risks.

2.2. Unforeseen Technical Disruption means a complete or partial unavailability of a system, service, or function, a slowdown, error, or unstable operation that was not planned in advance.

2.3. Partial Service Restriction means a situation in which the Website or user account remains accessible, but one or more functions are temporarily unavailable or operate on a limited basis.

2.4. Material Disruption means a disruption having a significant effect on service availability or transaction processing, which may affect a substantial number of Users or require extended recovery work.

2.5. External Service Provider means a bank, payment system, identity verification provider, communications operator, software or cloud infrastructure provider, blockchain network, or another third party on whose services the availability of certain OurExchangeClub functions may depend.

2.6. Restoration means the complete or phased restoration of the availability and proper operation of a service that has been disrupted or restricted.

3. General Principles of Service Availability

3.1. The Company takes reasonable organizational and technical measures to maintain the stable operation of the Website and available services.

3.2. Given the nature of digital services, the Company does not guarantee that the Website, a user account, or any individual function will be available continuously or without interruptions, delays, or technical errors.

3.3. Complete or partial service unavailability may arise, including as a result of:

1. scheduled technical maintenance;
2. software or hardware failures;
3. network connectivity or power supply disruptions;
4. failures affecting External Service Providers;
5. unavailability of banking or payment systems;
6. congestion, interruption, or instability of a blockchain network;
7. a cybersecurity threat or security incident;
8. the need to protect the integrity of data or transactions;
9. system overload;
10. the need to prevent erroneous or unauthorized transactions;
11. a legal or regulatory requirement;
12. a decision or requirement of a competent public authority;
13. an emergency or another circumstance beyond the Company’s reasonable control.

3.4. A disruption may affect all services or only certain functions, including:

• access to the Website;
• creation or use of a user account;
• identity verification;
• display of quotations or exchange rates;
• creation or confirmation of a transaction;
• processing of transfers of funds or cryptoassets;
• updating of transaction status;
• delivery of notifications;
• access to documents or transaction history.

3.5. The technical availability of a service does not, in itself, mean that the relevant function is available to every User or in respect of every cryptoasset, payment method, or transaction.

4. Scheduled Technical Maintenance

4.1. The Company may periodically carry out scheduled technical maintenance to maintain or improve the security, stability, efficiency, and functionality of its services.

4.2. Where scheduled maintenance may materially restrict service availability, the Company will, to the extent reasonably possible, notify Users in advance.

4.3. A notice may be published or delivered:

1. on the Website;
2. through the User’s account;
3. by email;
4. through another official Company communication channel.

4.4. Where possible, the notice will specify:

1. the date and approximate duration of the maintenance;
2. the functions that will be temporarily restricted;
3. any actions Users may be required to take;
4. the means by which information concerning completion of the maintenance or restoration of services may be obtained.

4.5. The Company may refrain from giving advance notice where maintenance must be performed immediately in order to:

1. eliminate a security threat;
2. protect the integrity of data or transactions;
3. prevent a more extensive disruption;
4. comply with a legal requirement or an instruction of a competent authority;
5. protect the legitimate interests of Users or the Company.

4.6. Any stated completion time for scheduled maintenance is an estimate and may be revised if additional technical or operational circumstances arise during the maintenance.

5. Unforeseen Technical Disruptions

5.1. Upon identifying an unforeseen disruption, the Company may, depending on its nature and impact:

1. assess the scope and consequences of the disruption;
2. isolate the affected or compromised function;
3. temporarily restrict certain services;
4. preserve transaction records and available evidence;
5. prevent erroneous, duplicate, or unauthorized actions;
6. engage relevant technical specialists or External Service Providers;
7. restore services in phases or in full;
8. verify the status of transactions submitted during the disruption.

5.2. Where necessary, the Company may also temporarily restrict functions not directly affected by the disruption if their continued use could increase risk or interfere with proper restoration.

5.3. The time at which a disruption is detected or reported may differ from the time at which it actually began.

5.4. The Company does not guarantee a specific restoration time until the cause, impact, and scope of the required recovery work have been adequately assessed.

5.5. A preliminary assessment or estimated restoration time may change as a result of newly identified circumstances, testing results, or actions taken by an External Service Provider.

6. Temporary Restriction or Suspension of Services

6.1. The Company may fully or partially restrict or temporarily suspend access to services where reasonably necessary to:

1. remedy a technical disruption;
2. protect transaction integrity;
3. prevent erroneous or duplicate transactions;
4. manage a security threat or fraud risk;
5. reduce system overload;
6. respond to restrictions imposed by a bank, payment system, or another External Service Provider;
7. comply with a legal, regulatory, or contractual requirement;
8. protect the legitimate interests of Users, the Company, or third parties.

6.2. A restriction may apply:

• to all or certain Users;
• to a particular service or function;
• to a particular cryptoasset or blockchain network;
• to a specific payment method;
• to transactions above a specified threshold;
• to a particular territory or communication channel.

6.3. Differentiated restrictions may be applied only for objective technical, legal, security, compliance, or risk management reasons.

6.4. A restriction or suspension of services does not automatically terminate the relationship with the User or an incomplete transaction unless otherwise provided by the applicable terms or a separate Company notice.

7. Status of Transactions During a Disruption

7.1. At the time of a technical disruption, a transaction may be at any of the following stages:

1. not yet created or confirmed;
2. created but not yet accepted by the Company;
3. accepted but not yet submitted for execution;
4. being processed or reviewed;
5. submitted to an External Service Provider;
6. broadcast to a blockchain network but not yet confirmed;
7. fully or partially executed;
8. subject to additional review;
9. cancelled or rejected.

7.2. A delay in the display of information on the Website, or its temporary unavailability, does not by itself mean that a transaction has not been executed or, conversely, that it has been fully completed.

7.3. The final status of a transaction is determined on the basis of the Company’s transaction records, records of relevant external systems, banking or payment confirmations, blockchain data, and the applicable terms.

7.4. Where a transaction’s status cannot be determined immediately due to a technical disruption, the Company may temporarily designate it as under review, processing, or pending.

7.5. The Company may refrain from re-executing a transaction until the status of the previous attempt has been conclusively determined, in order to prevent duplicate execution or duplicate transfer.

7.6. The User must not repeat the same transfer, payment, or transaction action solely because its result has not been immediately displayed on the Website.

7.7. Transaction processing may continue within an external system even where the relevant function on the Website is temporarily unavailable.

8. Exchange Rates and Quotations During a Disruption

8.1. Exchange rates and quotations displayed on the Website may remain valid only for a limited period.

8.2. A technical disruption does not extend the validity period of a quotation unless the Company expressly confirms otherwise for the relevant transaction.

8.3. Where a transaction was not properly confirmed before the disruption, a new exchange rate, payment, fee, or other terms may apply after service restoration.

8.4. An obviously incorrect exchange rate displayed on the Website as a result of outdated information or a technical error does not oblige the Company to execute a transaction at that rate.

8.5. A market-rate movement during a disruption does not, in itself, provide grounds for reinstating or retroactively applying a quotation that was not previously confirmed.

8.6. The exchange rate and terms applicable to a confirmed transaction are determined by the Terms of Use, the confirmation of that transaction, and the Company’s transaction records.

9. Transfers of Funds and Cryptoassets

9.1. Disruptions affecting banking, payment, or blockchain systems may result in delays in the transfer, recording, or confirmation of funds or cryptoassets.

9.2. The actual debit of funds from the User’s account does not necessarily mean that they have been finally credited to the relevant account of the Company or the designated recipient.

9.3. A banking or payment notification, receipt, or transaction image may be used as supporting information; however, the final transaction status is determined by actual crediting and the records of the relevant systems.

9.4. A transaction broadcast to a blockchain network may require network confirmations. The number and duration of confirmations depend on the relevant network, its level of congestion, and applicable technical conditions.

9.5. The Company cannot independently accelerate, reverse, or cancel a blockchain transaction that has been finally broadcast and is being processed by a decentralized network, unless the technical characteristics of that network permit such action.

9.6. Specific terms governing the transfer and return of funds are set out in the Terms of Use and the Payments and Cash Transactions Policy and are not restated in this Statement.

10. Dependence on External Services

10.1. The provision of certain OurExchangeClub services may depend on the operation of External Service Providers.

10.2. A disruption affecting an External Service Provider may affect OurExchangeClub services even where the Company’s own systems are operating normally.

10.3. Such circumstances may include:

1. delay or unavailability of bank transfers;
2. interruption of a payment system;
3. temporary unavailability of an identity verification service;
4. disruption or congestion of a blockchain network;
5. telecommunications or internet connectivity failures;
6. disruption affecting a data center, cloud service, or software provider;
7. a restriction or maintenance period imposed by an External Service Provider.

10.4. The Company will, to the extent reasonably possible, cooperate with the relevant External Service Provider but cannot guarantee the time within which that provider’s service will be restored.

10.5. Where a disruption affecting an external service prevents the safe or proper continuation of transaction processing, the Company may temporarily restrict the relevant function.

10.6. The engagement of an External Service Provider does not relieve the Company of its obligation to act responsibly and in good faith in relation to matters within its direct control.

11. Service Restoration

11.1. Services may be restored in full or in phases.

11.2. Restoration priorities may include:

1. protecting User funds and transaction data;
2. preventing erroneous or duplicate actions;
3. securely restoring core functions;
4. verifying the status of incomplete transactions;
5. reconciling internal records with data from external systems;
6. updating statuses displayed to Users;
7. subsequently restoring secondary functions.

11.3. The technical restart of the Website or a particular function does not mean that the review of all transactions submitted during the disruption has been completed.

11.4. The Company may initially restore a service in a restricted mode in order to test its stability and security.

11.5. Following restoration, certain transactions may remain under review or processing until the reconciliation of the relevant records has been completed.

11.6. Where a disruption has caused a temporary inconsistency in information displayed in a user account, the Company may recalculate, correct records, or amend the displayed status on the basis of confirmed transaction data.

12. User Notifications

12.1. In the event of a Material Disruption or significant service restriction, the Company will, to the extent reasonably possible, provide relevant information to Users.

12.2. Information may be published or delivered:

1. on the Website;
2. through the User’s account;
3. by email;
4. through another official channel published on the Website.

12.3. The method and level of detail of a notification will be determined by taking into account the impact and duration of the disruption, any actions required from Users, and the security implications of disclosing the relevant information.

12.4. Published information may include:

1. a general description of the disruption;
2. the affected services;
3. actions required from Users or advice to refrain temporarily from certain actions;
4. a general update on restoration progress;
5. the anticipated time of the next update, where it can reasonably be determined;
6. confirmation of full or partial service restoration.

12.5. The Company may withhold technical details that:

1. could increase a security risk;
2. disclose restricted infrastructure information;
3. could interfere with the investigation or remediation of the disruption;
4. contain confidential or protected information relating to other persons;
5. may not be disclosed under applicable law or contract.

12.6. The Company does not guarantee that all Users will receive every notification simultaneously, as delivery may also depend on email, telecommunications, or other external services.

13. User Actions During a Disruption

13.1. In the event of a disruption or unusual service operation, the User is advised to:

1. refrain from repeating the same transfer or payment until the status of the previous action has been determined;
2. avoid creating multiple identical transactions;
3. review official notices published on the Website;
4. retain the transaction number, TXID, payment confirmation, and other relevant information;
5. avoid unofficial “acceleration” or “recovery” services offered by third parties;
6. contact the Company through an official channel where necessary.

13.2. When reporting a disruption, the User should, where possible, provide:

1. the email address associated with the user account;
2. the transaction number or TXID;
3. the date and approximate time of the disruption;
4. the affected function;
5. the error message displayed;
6. general information about the device and browser used;
7. an image or screen recording showing the problem, without disclosing confidential information.

13.3. The User must not include a password, one-time authentication code, private key, or recovery phrase in the report.

13.4. In cases involving fraud, fake communications, or possible unauthorized use of a user account, the Information Security and Fraud Prevention Guide applies.

14. Submission of Reports

14.1. A report concerning a service disruption, transaction status, or technical problem may be sent to info@ourexchange.club or submitted through another official communication channel published in the “Contact” section of the Website.

14.2. The email subject line should preferably state:

“TECHNICAL DISRUPTION”

or

“TRANSACTION STATUS REVIEW”.

14.3. The Company may request additional information or identity verification from the User in order to verify the relevant user account or transaction.

14.4. Submission of a technical report does not constitute the filing of a formal complaint by the User unless otherwise apparent from the content of the report or expressly stated by the User.

14.5. Where the User intends to submit a formal complaint, it will be reviewed in accordance with the Complaints and Dispute Resolution Procedure.

15. Emergencies and Circumstances Beyond the Company’s Control

15.1. Services may be affected by circumstances beyond the Company’s reasonable control, including:

1. natural disasters;
2. armed conflict, civil unrest, or a state of emergency;
3. large-scale power or communications outages;
4. internet infrastructure failures;
5. decisions or restrictions imposed by public authorities;
6. large-scale failures of banking or payment systems;
7. interruption, division, or material instability of a blockchain network;
8. large-scale cyberattacks;
9. discontinuation of operations by an External Service Provider;
10. other emergency or unforeseen events.

15.2. In such circumstances, the Company may apply temporary restrictions and alternative service-restoration measures within the limits of its technical and legal capabilities.

15.3. The occurrence of an emergency does not automatically extinguish previously accepted obligations but may affect the time or manner of their performance to the extent permitted by applicable law and the relevant terms.

16. Scope of Liability

16.1. The Company’s liability in cases of service unavailability, technical disruption, transaction delay, or failure affecting an External Service Provider is determined by applicable law, the Terms of Use, the relevant agreement, and the factual circumstances of the particular case.

16.2. The Statement neither expands nor limits the liability of the Company or the User beyond the scope established by applicable law and the terms in force between the parties.

16.3. The occurrence of a service disruption does not, in itself, mean that the Company has breached an obligation or is liable for every loss arising from that disruption.

16.4. At the same time, the existence of a technical disruption does not release the Company from its obligation to act in good faith in relation to matters within its direct control and to properly review substantiated reports.

16.5. The Company does not guarantee:

1. uninterrupted operation of an External Service Provider;
2. a specific confirmation time for a blockchain transaction;
3. the immediate resolution of every disruption;
4. the proper operation of the User’s device, connection, or software;
5. reversal of a transfer completed outside the Company’s control.

17. Regulatory Status Disclaimer

17.1. The adoption and publication of the Statement do not mean that the Company is registered or licensed by the Central Bank of the Republic of Armenia as a cryptoasset service provider or an operator of a cryptoasset trading platform.

17.2. The Company’s current legal and regulatory status is set out in the Regulatory Status and Legal Information Statement.

17.3. This Statement is a voluntary public transparency document of the Company and may subsequently be revised in light of licensing, legislative, or business developments.

18. Amendments to the Statement

18.1. The Company may amend or supplement the Statement in light of:

1. development of the Website and the services provided;
2. changes to the technical infrastructure;
3. new operational or security risks;
4. changes to External Service Providers;
5. legislative or regulatory requirements;
6. experience gained in managing disruptions.

18.2. An amended version of the Statement applies from the moment of its publication on the Website unless a later date is specified in that version.

18.3. The Company may additionally notify Users of material amendments through the Website, user accounts, or email.

18.4. Users are advised to review the current version of the Statement periodically.

19. Final Provisions

19.1. The Statement is published on the Company’s official Website and is available to all Users and interested persons.

19.2. The Statement is governed by and shall be interpreted in accordance with the legislation of the Republic of Armenia.

19.3. If any provision of the Statement is held to be invalid, unlawful, or unenforceable, this shall not affect the validity or enforceability of the remaining provisions.

19.4. The Armenian-language version of the Statement shall prevail over versions published in other languages.

19.5. Matters not governed by the Statement shall be governed by the legislation of the Republic of Armenia, the Company’s Terms of Use, other documents published on the Website, and the relevant agreements.