Customer policies

1.About these policies

These policies are the everyday rules for using an ebitpoint account safely in Ghana and Nigeria. You accept them when you register, together with the Terms of use, the Privacy notice and the Rewards programme terms. Where a topic has its own policy, this page links to it.

2.Accurate details and your own accounts

• Register with your legal first and last name as they appear on your ID, and keep your email address and mobile number current.
• You can change your phone number and country in Settings. To correct your name or other details you cannot change yourself, contact Support.
• Use your own Mobile Money or bank account for payments and payouts. A payment from an account in someone else's name may need extra checks before an order can be completed or a payment returned.
• Ghana accounts can be paid out to Mobile Money or a bank account. Nigeria accounts are paid out to a bank account only.
• A payout goes to the account you chose for that order. Changing your saved accounts later does not change an existing order.
• Do not create or operate an account on someone else's behalf without the appropriate authority and without telling us first.

3.Check before you confirm

Rates and amounts can move. Before you confirm any order, swap or send, check:

• The asset and the network, such as Bitcoin rather than Bitcoin Cash, or USDT on the network your wallet supports.
• The wallet address, character by character, or the saved address you picked.
• The amount, the rate, and any network or processing fee shown on its own line.
• The payout account, or the ebitpoint payment account and reference shown on a Buy order.
• The time left on the quote. A Buy quote is locked for 10 minutes, and a Sell order from an external wallet has a 30-minute deposit window.

Do not make a decision on a previous rate, a screenshot, or information shared outside your account. The details shown when you confirm are the ones that apply.

4.Sending and receiving crypto safely

• Use only the receiving address and network shown for the asset on your Receive crypto page. Crypto sent on an unsupported network, or an asset the address does not support, may be permanently lost.
• Each asset has a minimum deposit. A deposit below it is not credited automatically.
• The first time you send to a new address, confirm the emailed link within 30 minutes or the Send is cancelled and your funds are released.
• You can turn on whitelist-only mode, so you can only send to saved addresses, with a waiting period of 24, 48 or 72 hours before a new address can be used.
• You can turn on Withdraw Protection to pause Sends for 1 to 7 days.
• Keep the order reference and transaction ID for every transfer, and contact Support promptly if something looks wrong.

The network guide explains how to choose the right network for each asset.

5.Account security

Protecting an account is shared work. On your side:

• Use a unique password, and secure the email account connected to ebitpoint.
• Turn on two-factor sign-in with an authenticator app or a passkey. You need it before you can send crypto out of ebitpoint.
• Keep your recovery codes private, where only you can reach them.
• Set an anti-phishing code in Settings, so you can tell real ebitpoint emails apart from fakes.
• Review your active sessions in Settings, and sign out any you do not recognise.

On our side, sending crypto is paused for a time after a security change: 24 hours after a password reset, and 48 hours after a two-factor reset, a recovery-code sign-in, or a change of phone number or email address.

6.Scams and impersonation

• ebitpoint staff will never ask for your password, one-time codes, recovery codes, recovery phrase or private key. Anyone who does is not ebitpoint.
• Send identity documents only through the signed-in verification form, never in a chat.
• Treat an unexpected change of payment details, receiving address, or a request for a verification code as a warning sign.
• Use only the contact details on our Contact page. If you find a site or account pretending to be ebitpoint, email info@ebitpoint.com straight away.
• If someone asks you to use your account on their behalf, or you think a transaction is linked to fraud, tell us.

7.Trading with other customers on P2P

Where the P2P marketplace is available, it is for verified customers, priced and paid in cedis, and ebitpoint holds the crypto in escrow while you deal directly with another customer. The timings, cancellation and dispute rules are in the Terms of use. While you trade:

• Never pay, or release crypto, outside ebitpoint.
• Pay only the destination shown on the order, and no other.
• Never release crypto from a screenshot or SMS alone. Check your own Mobile Money or bank account.
• Keep the conversation in the order chat, so it is part of the record if there is a dispute.
• Report anyone who asks you to pay or release outside the order, using Report on the order page.
• Block someone from their profile, and neither of you can open an order with the other.

8.Reviews and feedback

• Reviews are tied to completed ebitpoint Buy and Sell orders. We ask for honest feedback, positive or negative, without a reward or pressure to change the rating.
• A low rating or criticism is not by itself a reason for rejection.
• An approved review is public. It shows your rating, your review, its date, which coin you bought or sold, and your first name and last initial.
• You can ask Support to remove your review from public view.

9.Account checks and restrictions

We may ask for information before an action can go ahead, and we may restrict an account when we need to. A restriction can apply to signing in, buying, selling and swapping, withdrawals, or profile changes, and you are notified when one is applied or removed. The AML policy explains when.

Some safeguards run automatically, such as limits, waiting periods for new withdrawal addresses, and rate limits. If one stops an action and you think it is wrong, contact Support and we will review it.

10.Support and issue reporting

Choose the route that fits your question. Signed-in requests stay in your Support inbox, and guest requests get a reference code so the same conversation can be reopened later.

What to include

1. The order or withdrawal reference shown in your account.
2. The payment reference from your Mobile Money or bank provider, or the blockchain transaction ID.
3. The amount, asset, network and date.
4. A short description of what went wrong, with a screenshot if it helps.

11.Changes to these policies

We update these policies when our products or requirements change. The current version and its update date are always shown on this page.