Terms of service

1. Purpose and acceptance

These Terms define the conditions under which Neustral SAS provides its assistance platform and related services.

Any use of the platform implies full acceptance of the Terms. If you do not accept them, you must not use the service.

2. Definitions

“Platform”: all Neustral websites, applications and client areas.

“User”: any natural or legal person with an account or using the service.

“Service”: assistance for a Lithuanian IBAN-related journey, identity verification (KYC), Bitcoin payment, and associated wallet and client-area features.

“KYC”: know-your-customer and identity verification procedures.

3. Service description

Neustral provides digital assistance to help with certain steps related to obtaining and using a Lithuanian IBAN compliant with ISO 13616, together with related tools (client area, case tracking, Bitcoin wallet and complementary features depending on the plan).

Neustral is not a credit institution, bank or electronic money institution. Neustral does not replace a regulated banking relationship and does not provide personalised financial advice.

Full access to certain features may be subject to KYC validation and payment confirmation.

4. Eligibility and account

The service is intended for adults with legal capacity. Users must provide a valid email address and keep their credentials confidential.

Only one personal account is allowed per User, unless Neustral agrees otherwise in writing. Neustral may refuse, suspend or close an account in case of suspected fraud, identity theft or breach of the Terms.

5. Identity verification (KYC)

To access all or part of the Service, Users must submit accurate, up-to-date and authentic identity information and documents (ID document, proof of address, verification selfie and, where applicable, business information).

Any false statement, forged document or misleading information may lead to rejection of the file, account suspension and, where appropriate, reporting to competent authorities.

Neustral reserves a reasonable period to review each file and may request additional documents.

6. Pricing and Bitcoin payment

Applicable prices are shown on the Platform before order confirmation. Payment for the assistance service is made exclusively in Bitcoin (BTC).

The euro amount is converted into BTC at the rate displayed when payment is initialised. That rate is locked for a limited period shown to the User. After expiry, a new quote may be required.

Users are solely responsible for sending the exact amount to the indicated address. Blockchain network fees remain their responsibility.

7. Refunds and underpayment

If payment is insufficient, the file may remain pending until the shortfall is received. No automatic partial refund is due solely because a lower amount than the displayed price was sent.

Unless otherwise required by law, amounts paid for the assistance service are non-refundable once file processing has begun, in particular after KYC submission or partial completion of steps.

Any specific commercial requests are reviewed by Neustral on a case-by-case basis.

8. User obligations

Users undertake to: use the Platform lawfully and fairly; not compromise service security; keep their account confidential; keep their information up to date; and cooperate in good faith during KYC checks.

Users remain solely responsible for use of their IBAN, wallet and transactions they initiate.

9. Prohibited uses

It is prohibited to use the Service for money laundering, terrorist financing, fraud, sanctions evasion, identity theft, abusive scraping, technical attacks, or any other unlawful activity.

Neustral may immediately suspend access where there is reasonable suspicion of prohibited use.

10. Liability and limitations

Neustral uses reasonable efforts to keep the Platform available and secure, without guaranteeing uninterrupted or error-free operation.

To the extent permitted by law, Neustral’s liability is limited to proven direct damages resulting from Neustral’s fault, and capped at the amount paid by the User for the relevant service over the preceding twelve (12) months.

Neustral is not liable for delays or incidents attributable to third parties (Bitcoin network, external providers, authorities), or for losses arising from misuse of the account by the User.

11. Intellectual property

The Platform, brand, content and software are protected. No licence is granted beyond a personal, non-exclusive right of use required to use the Service under these Terms.

12. Suspension and termination

Users may request account closure subject to legal retention obligations.

Neustral may suspend or terminate access for breach of the Terms, fraud risk, legal requirements, or prolonged inactivity, after notice where possible.

13. Governing law and disputes

These Terms are governed by French law.

Failing amicable resolution, disputes shall be submitted to the courts within the jurisdiction of the Paris Court of Appeal, subject to mandatory consumer protection rules.

14. Changes to the Terms

Neustral may amend the Terms at any time. The applicable version is the one published on the Platform on the date of use. For material changes, Neustral may notify Users by email or in-app notice.

15. Contact

For questions about the Terms: contact@neustral.com.

Neustral SAS — 42 rue de la Victoire, 75009 Paris, France.