Service Quality Standard
Cryptonly Ltd.
Effective date: 29 October 2026. Legal entity: Cryptonly Ltd.
@ 2026 Cryptonly Ltd. Canada Square, Canary Wharf, 37th Floor, 1, London, E14 5AA, GB
1. Introduction
1.1 This Service Quality Standard ("SQS") is published by Cryptonly Ltd., trading as "Cryptonly" ("Cryptonly Ltd.", "we", "us", or "our"), for information purposes only. It describes the service level Cryptonly Ltd. aims to provide to Customers of its business crypto payment services.
1.2 This SQS is not an offer, does not form part of any contract, and does not create any representation, warranty, or binding obligation of Cryptonly Ltd. The rights and obligations of Cryptonly Ltd. and the Customer are governed exclusively by the Terms of Use and any written agreement between them.
1.3 This SQS should be read together with the Cryptonly Ltd. Terms of Use, Privacy Policy, and AML, KYC and KYB Policy. Where this SQS conflicts with the Terms of Use, the Terms of Use prevail.
2. Definitions
"Customer", "Digital Assets", "Internal Account", and "Services" have the meanings given in the Terms of Use.
"Agreed Service Time" or "AST" means the time during which the Services are intended to operate normally.
"Availability" means the percentage of the AST in a calendar month during which the Services are available, calculated as ((AST over the period - Downtime over the period) / AST over the period) x 100%. For example, 43 minutes of Downtime in a 30-day month gives an Availability of ((30 x 24 x 60 - 43) / (30 x 24 x 60)) x 100% = 99.90%.
"Downtime" means the total time in a period during which the Services are unavailable, excluding unavailability caused by: (a) scheduled maintenance notified in accordance with this SQS; (b) acts or omissions of the Customer or its users that adversely affect the Services, including spam, abuse, or breach of the Terms of Use; (c) failures, congestion, or forks of a blockchain network or third-party infrastructure outside the control of Cryptonly Ltd.; and (d) force majeure events.
"Deposit Address" means the unique blockchain address generated for a single payment, to which the payer must send the Digital Assets.
"Network Fee" means the fee charged by a blockchain network to process a transaction.
"Minimum Payment Amount" means the smallest amount of a Digital Asset that can be accepted as a payment on a given network at a given time.
"Memo / Destination Tag" means an additional identifier that some networks require, alongside the address, to identify the recipient of a transaction.
"Required Confirmations" means the number of blocks that must be added on top of the block containing a transaction before Cryptonly Ltd. treats the transaction as final. The number differs by network.
"Support Response Time" means the time from when a Customer submits a support request about an alleged malfunction to when a member of the Cryptonly Ltd. support team first responds to it.
"Time to Resolution" means the time from when a support request is received to when the reported case is resolved or a final decision on it is communicated to the Customer.
3. Service level
| Parameter | Target |
|---|---|
| Agreed Service Time (AST) | 24 x 7 |
| Support availability | 24 x 7 by email; escalation to engineering during business hours (UK time) |
| API availability | 99.9% per calendar month |
| Average API response time | Under 500 ms |
| Support Response Time | 1 hour |
| Scheduled maintenance notice | At least 1 business day before the start of the maintenance |
| Incident notification | Within 30 minutes of the incident being detected |
| Payment crediting (1) | Credited to the Customer's Internal Account once the payment reaches the Required Confirmations for its network, with no additional delay |
| Supported Digital Assets and networks | As listed on the Cryptonly Ltd. website at cryptonly.net/currencies |
4. Payment issue handling
| Case | Target |
|---|---|
| Payment not detected: the Digital Assets were sent to the Deposit Address but the payment was not detected for processing (2) | Average Time to Resolution: 6 hours |
| Maximum Time to Resolution: 24 hours | |
| Underpayment: the amount received is less than the invoiced amount but greater than the Minimum Payment Amount | Processed automatically. The invoice is marked as partially paid, the amount received is credited, and the Customer decides how to settle the balance with the payer. |
| Overpayment: the amount received is greater than the invoiced amount | Processed automatically. The full amount received is credited to the Customer. Cryptonly Ltd. does not return the excess to the payer; any return is a matter between the Customer and the payer. |
| Amount below minimum: the amount received is less than the Minimum Payment Amount but greater than one Network Fee (2) | Average Time to Resolution: 24 hours, handled case by case |
| Maximum Time to Resolution: 72 hours | |
| Wrong network or unsupported asset: the payer sends Digital Assets over a network, or in an asset, that the Deposit Address was not issued for (2) | Handled case by case. Average Time to Resolution: 48 hours where recovery is technically possible. Recovery is not guaranteed. |
| Missing or incorrect Memo / Destination Tag on a network that requires one (2) | Average Time to Resolution: 24 hours |
| Maximum Time to Resolution: 72 hours | |
| Compliance hold: a payment or withdrawal is held for AML, sanctions, or fraud review | Average Time to Resolution: 24 hours from the time the Customer or payer provides all information requested by Cryptonly Ltd. |
| Withdrawal processing (1) | Average processing time: 1 hour from the withdrawal request, excluding compliance holds and the time the destination network takes to confirm the transaction |
(1) Times are counted from the moment the transaction reaches the Required Confirmations for its network. Networks with longer confirmation times, or periods of network congestion, may extend processing accordingly.
(2) Times are counted from the moment Cryptonly Ltd. receives a support request containing the information needed to identify the transaction, including the transaction hash (TXID).
5. Force majeure
5.1 A force majeure event is an extraordinary event or circumstance beyond the reasonable control of Cryptonly Ltd. that prevents or delays the provision of the Services in accordance with this SQS, including blockchain network failures, forks, or attacks; failures of third-party infrastructure; acts of government or regulators; and natural disasters.
5.2 The occurrence of a force majeure event extends the targets in this SQS for as long as the event continues to have effect.
6. Recovery of misdirected funds
6.1 Transactions on blockchain networks are irreversible. Section 7 of the Terms of Use (Transactions; irreversibility; no refunds) applies to all payments, and nothing in this SQS creates a right to a refund.
6.2 Where Digital Assets are sent to a Deposit Address in error, including on the wrong network, in an unsupported asset, below the Minimum Payment Amount, or without a required Memo / Destination Tag, Cryptonly Ltd. may, at its discretion and on a case-by-case basis, attempt to recover and return them.
6.3 Recovery is only considered where the amount exceeds one Network Fee. Any Network Fees and handling costs incurred in the recovery are deducted from the amount returned.
6.4 Recovered Digital Assets are returned only to an address confirmed in writing by the Customer, or by the payer where the Customer so instructs. Cryptonly Ltd. may require additional verification, including KYC of the payer, before returning any Digital Assets.
6.5 The recovery process can take up to fourteen (14) business days. Decisions of Cryptonly Ltd. on whether and how to recover misdirected Digital Assets are final.
7. Limitation of liability
7.1 The Services are provided on an "as is" and "as available" basis. The targets in this SQS are for information purposes only. Cryptonly Ltd. does not represent or warrant that: (a) the Services will meet the Customer's requirements or expectations, including as to service level; (b) the Services will be uninterrupted, timely, secure, or error-free; or (c) any data provided through the Services will be accurate.
7.2 Failure to meet any target in this SQS does not entitle the Customer to compensation, service credits, or any other remedy. The liability of Cryptonly Ltd. is limited as set out in Section 17 of the Terms of Use (Limitation of liability).
8. Miscellaneous
8.1 This SQS is not binding on Cryptonly Ltd. or the Customer, and no liability or binding obligation is intended to be created by it.
8.2 Nothing in this SQS creates a joint venture, agency, partnership, or employment relationship between Cryptonly Ltd. and the Customer.
8.3 This SQS is governed by and construed in accordance with the laws of England and Wales.
8.4 Cryptonly Ltd. may revise this SQS, or stop publishing it, at any time and without notice. The current version is published on the Cryptonly Ltd. website.
9. Contact
Questions regarding this SQS, and support requests, may be directed to: support@cryptonly.net