Terms of Service

1. Purpose and contractual documents

These terms govern access to and use of TrustChange Pay, a solution developed and operated by TrustChange SARL, a company incorporated under OHADA law, registered with the RCCM under number CM-DLA-01-2025-B12-00673, with its registered office at 659 rue Centrale à gaz, Douala, Cameroun. TrustChange Pay is not a separate legal entity: it is the brand under which TrustChange SARL provides the service, and "we" means TrustChange SARL, the customer's sole contracting party.

By creating an account, ticking the acceptance box or using the service, you accept these terms without reservation. If you act on behalf of a business, you represent that you are authorised to bind it.

The agreement consists of, in decreasing order of precedence: any specific terms signed with TrustChange, these terms, the prohibited and restricted activities (Schedule 1), the AML/CFT policy (Schedule 2), the pricing in force and the technical documentation. The privacy policy describes how personal data are processed.

• Customer: any adult individual or legal entity holding a TrustChange account.
• Recipient: the person whose Mobile Money number is given for a withdrawal or a payout.
• Wallet: the customer's electronic balance, denominated in the currency of its account (CFA franc by default).
• Crypto asset: the digital asset bought, sold or transferred on a blockchain (USDT, USDC, TRX, BNB, SOL…).
• Operator: the Mobile Money operator chosen by the customer (Orange Money, MTN Mobile Money, Moov…).
• Payment partner: the licensed aggregator, operator or bank that physically executes the transaction.

2. Access, account and identity verification

The service is reserved for adults with legal capacity and duly incorporated entities. Creating an account is free. Before any transaction, identity is verified: official ID document (front and back), a selfie and, where applicable, proof of address and documents specific to the declared activity.

You warrant that the information provided is accurate and up to date and undertake to report any change without delay. We may at any time request supporting documents, carry out a periodic review, refuse to open an account or suspend it, in accordance with the AML/CFT policy. Opening several accounts to circumvent a refusal, a limit or a suspension is prohibited.

Transaction and volume limits apply according to the verification level and the customer's grade. They are displayed in the application and may be lowered depending on risk. The account is protected by a password, a six-digit transaction PIN and, if the customer enables them, by face recognition or the device fingerprint.

3. Customer obligations

• Use the service for a lawful activity, consistent with the one declared during verification, and on its own behalf.
• Operate only on Mobile Money numbers and wallet addresses it owns or is authorised to use.
• Enter an exact number and address: an executed transaction is final, and a wrong number or network may cause a permanent loss.
• Keep its password, PIN, one-time codes and phone access confidential.
• Notify us without delay in case of loss, theft or compromise of the device or account.
• Not split transactions or multiply accounts to circumvent a limit, a control or a suspension measure.
• Cooperate in good faith with any request relating to compliance, fraud or a dispute.

4. Security, suspicious activity and precautionary measures

We monitor transactions to protect customers, recipients and the platform. In the event of a fraud risk, a security threat, suspicious activity, a breach of these terms or a request from an authority or a partner, we may, without notice and proportionately:

• suspend all or part of the account or certain transactions;
• block or refuse a pending or future transaction;
• suspend a payout and hold the funds during the review;
• request additional documents, lower a limit or impose a reserve;
• report the facts to our partners and the competent authorities, without informing the customer where the law prohibits it.

We inform the customer of the measures taken and, unless this would compromise an investigation or breach the law, of the reasons for them. Measures are lifted as soon as the checks allow.

5. Prohibited and restricted activities

Using the service for the activities listed in the prohibited and restricted activities (Schedule 1) is strictly prohibited: gambling and betting, adult content, unauthorised investments and trading, Ponzi schemes, counterfeiting, illegal goods and services, forged documents, unlicensed financial services, terrorist financing or financing of a sanctioned person, and fraud in all its forms.

Where a prohibited activity is identified or suspected, we may immediately take the measures in section 4 and send the customer a written formal notice, with a deadline to provide explanations and undertake to cease. If there is no answer, insufficient explanation or a repeated breach, the account is permanently closed, without compensation. Closure is immediate in case of proven fraud, international sanctions, terrorist financing or an order from an authority.

6. Fees and commissions

The applicable fees are displayed in the application before any confirmation: TrustChange service fee, Mobile Money operator fee and, for crypto, blockchain network fee. The net amount received or sent is displayed at the same time. No fee is charged without the customer having seen it.

Blockchain network fees are estimated at quotation time and may vary with network load; a transaction whose amount does not cover the fees is refused or left pending, and the customer is informed. Any change to the pricing is notified at least thirty (30) days before it takes effect.

7. Buying and selling crypto assets

The customer buys or sells a crypto asset to TrustChange SARL, which acts as counterparty. The buy and sell prices are displayed continuously in the application and expressed in the display currency; the Mobile Money debit and credit are made in the currency of the chosen operator.

A purchase is paid by Mobile Money; the crypto is sent to the address given by the customer after the address is verified and compliance checks are completed, which may take a few minutes. A sale is paid after the crypto sent by the customer reaches the TrustChange address provided: the final amount is calculated on the quantity actually received.

If a transaction cannot be completed (invalid address, refused check, unconfirmed payment), the customer is refunded the amount paid, excluding fees already incurred with the operator. A sale may remain pending while the asset reserve is temporarily insufficient: it is finalised as soon as the reserve is replenished, without any action from the customer.

The value of crypto assets is volatile and may fall sharply, including while a transaction is being processed. TrustChange guarantees neither the value of a crypto asset nor any return. The price applied is the one displayed when the customer confirms.

8. Electronic wallet

The wallet is an internal electronic balance denominated in the account currency (CFA franc by default, and any operational currency in the customer's country). It is neither a bank account nor a deposit, bears no interest and cannot become overdrawn. The "TC…" reference is an internal identifier for transfers between users, not a bank IBAN.

The customer may top up the wallet by Mobile Money or crypto, transfer to another user identified by their TrustTag, receive payments and withdraw by Mobile Money. Every movement is recorded in the ledger and visible in the history and statements.

A transaction is idempotent: the same request cannot debit twice. If interrupted, the balance is corrected on the basis of the actual status, never on an assumption.

9. Payment links

The customer may create a payment link (for example pay.trustchange.fr/link/theirtag) and share it. The payer needs no account: they pay by Mobile Money in their operator's currency, with fees at their charge, after providing their identity. The amount is credited to the beneficiary's account.

The beneficiary is responsible for the purpose of the payment, the compliance of its activity and the tax obligations relating to the amounts collected. A link may be suspended or closed in case of a prohibited activity or a report.

10. Mobile Money deposits and withdrawals

The Mobile Money number entered is checked before every transaction: length, prefix and consistency with the chosen operator. An inconsistent number is refused and the transaction is not launched. The customer remains responsible for the accuracy of the number entered.

A transaction confirmed by the operator is final: a payout made to a wrong number cannot be cancelled by TrustChange. In case of error, we help the customer file a request with the operator, with no guarantee of recovery.

The minimum and maximum amounts of each operator are checked before sending. Operators may experience outages beyond our control.

11. Crypto: addresses, networks and irreversibility

The receiving address is checked (format, network, checksum) as it is entered, when the transaction is initiated and just before sending. This check does not guarantee that the address belongs to the customer or that it is active on the blockchain.

A crypto transfer is irreversible. Sending an asset on a network other than the intended one, or to a wrong address, causes a permanent loss for which TrustChange cannot be held liable. Network fees are due even if the recipient refuses the transfer.

TrustChange complies with international sanctions. Before paying for a sale or crediting a crypto deposit, we check the address the funds come from against the addresses sanctioned by OFAC, the addresses whose USDT Tether has frozen on the TRON network and our own list. Funds coming from such an address are not paid out: they are blocked and handled in accordance with the law and the authorities' requests, under the AML/CFT policy (Schedule 2). The customer shall not use the service with funds linked to a sanctioned person.

12. Complaints and timelines

Any complaint goes to support@trustchange.fr. We aim to respond within fifteen (15) business days. Operator and blockchain processing times are indicative and depend on third parties; a Mobile Money payout is usually executed within minutes, a crypto send after on-chain confirmation.

13. Availability and maintenance

We use reasonable efforts to ensure the availability and continuity of the service, without guaranteeing absolute availability. The availability of payment methods also depends on operators and partners. Maintenance is announced where possible; urgent maintenance may occur without notice.

14. Liability

TrustChange is bound by an obligation of means only. It is not liable for commercial disputes between the customer and a third party, for failures, delays or interruptions attributable to operators, blockchains, telecommunication networks or force majeure, for the consequences of non-compliant use or of a compromise of the customer's credentials, or for measures taken in good faith under sections 4 and 5 or under a legal obligation.

To the extent permitted by law, TrustChange's total liability under the agreement is limited to the fees actually received from the customer in the twelve (12) months preceding the event giving rise to the claim, and excludes indirect damages. These limits do not apply in case of gross negligence or wilful misconduct.

15. Personal data

We process the customer's personal data in accordance with the privacy policy. We are the controller for account management, identity verification and the prevention of fraud and money laundering. Recipients' data are processed to execute the transaction and meet our obligations; the customer undertakes to inform them and to send us only the necessary data.

16. Intellectual property and confidentiality

We grant the customer a personal, non-exclusive and non-transferable right to use the application for its own use, for the term of the agreement. Each party keeps confidential the non-public information received from the other, except where required by law or by an authority.

17. Term, closure and termination

The agreement is entered into for an indefinite term. The customer may close the account at any time from the application, after withdrawing the available balance. We may terminate it with thirty (30) days' notice, or without notice in case of serious breach, prohibited activity, fraud, legal requirement or a partner's request.

On closure, the available balance is paid to a verified account, after deduction of amounts due and subject to the holds provided for in sections 4, 5 and 14. Data are retained for the statutory periods, in particular five (5) years for due diligence documents and transaction data.

18. Changes to these terms

We may amend these terms. Any material change is notified by email or in the application at least fifteen (15) days before it takes effect, unless it results from a legal obligation or a partner's requirement. Continued use of the service after that date constitutes acceptance; a customer who refuses may close the account free of charge.

19. Force majeure

Neither party is liable for a failure caused by a force majeure event within the meaning of applicable law: natural disaster, general outage of telecommunication or power networks, failure of an operator or partner, decision by an authority, war, riot or a large-scale cyberattack.

20. Governing law, complaints and disputes

These terms are governed by Cameroonian law and, where applicable, the OHADA Uniform Acts. Any complaint is first sent to contact@trustchange.fr. If no amicable solution is found within thirty (30) days, the dispute is brought before the competent courts of Douala.

These terms are drawn up in French and English; in case of discrepancy, the French version prevails. Records kept by our systems (logs, timestamps, transaction statuses, electronic acceptances) are binding between the parties, unless proven otherwise. If any clause is held invalid, the other clauses remain in force.