Terms & Conditions
Hael Global Limited
Effective Date: 7 May 2025
Last Updated: 9 February 2026
IMPORTANT NOTICE: These Terms contain a binding arbitration clause and class action waiver in Section 16. Please read carefully.
1. INTRODUCTION
1.1 Agreement
These Terms of Service ("Terms") are a legally binding agreement between you and Hael Global Limited, company number 16497076, registered in England and Wales ("Hael," "we," "us," "our"). By accessing or using www.hael.ai or associated mobile applications (the "Platform"), you agree to these Terms and our Privacy Policy.
1.2 Our Business
Hael is a technology platform that facilitates digital asset payment services. We are not a bank or financial institution. Services are provided through licensed third-party infrastructure providers including custody providers, banking partners, and payment processors.
1.3 No Deposit Insurance
Balances are not deposits and are not insured by any government scheme (FDIC, FSCS, or equivalent).
1.4 Amendments
We may amend these Terms at any time. Material changes will be notified by email or Platform notice at least 30 days before taking effect. Continued use after changes constitutes acceptance. We may make immediate changes where required by law or to address security threats.
2. ELIGIBILITY
2.1 Requirements
You must be at least 18 years old and have legal capacity to enter contracts. You must not be located in or resident of any jurisdiction where provision of Services would be unlawful, including jurisdictions subject to comprehensive sanctions (currently Cuba, Iran, North Korea, Syria, Crimea, Donetsk, Luhansk). You must not be listed on any sanctions list (OFAC, EU, UN, HM Treasury).
2.2 Entity Accounts
If registering for a legal entity, you represent you have authority to bind that entity.
2.3 Verification
You must provide accurate information and complete identity verification. You must provide government-issued ID, proof of address, biometric verification, and additional documentation as requested. Failure to provide accurate information or respond to requests may result in Account suspension or termination.
3. ACCOUNT SECURITY
3.1 Your Responsibility
You are responsible for maintaining confidentiality of credentials and all Account activity. You must notify us immediately of unauthorized access at hello@hael.ai.
3.2 One Account
You may maintain only one Account. Multiple Accounts may result in closure of all Accounts.
3.3 No Liability
We are not liable for unauthorized access if you failed to maintain security, shared credentials, or failed to notify us promptly.
4. PROHIBITED ACTIVITIES
You may not use the Platform to violate any law, engage in fraud or money laundering, evade sanctions, provide false information, create multiple Accounts, use automated systems without authorization, or engage in any illegal activity. You may not use Services for unlicensed financial services, gambling (where prohibited), adult content, narcotics, weapons, counterfeit goods, Ponzi schemes, mixing services, or darknet markets.
Violations may result in Account termination, balance freezing, reporting to authorities, and legal action.
5. SERVICES
5.1 Overview
We facilitate access to onramp (Fiat to Digital Asset conversion), custody (through licensed third-party providers), transfers, offramp (Digital Asset to Fiat conversion), and payment cards (planned).
5.2 Third-Party Infrastructure
Services are provided through third-party custody providers, banking partners, payment processors, and blockchain networks. We do not directly hold custody of assets or operate blockchains.
5.3 No Guarantees
We do not guarantee continuous availability, processing of any Transaction, access to funds at any time, or specific processing times. Services are subject to geographic availability, transaction limits, liquidity, third-party provider availability, and blockchain network status.
5.4 Modifications
We may add, modify, or discontinue Services at any time with reasonable notice, except where immediate change is required.
5.5 No Advice
We do not provide investment, financial, tax, or legal advice. You are solely responsible for evaluating suitability and making decisions. We are not your broker, agent, or fiduciary.
6. TRANSACTIONS
6.1 Authorization
By initiating a Transaction, you authorize execution according to your instructions, represent you have sufficient balance, acknowledge irreversibility of blockchain transactions, and accept responsibility for accuracy.
6.2 Processing
Processing times vary based on Transaction type, payment method, blockchain confirmations, banking systems, and compliance screening.
6.3 Limits
We impose transaction limits based on verification level, jurisdiction, risk assessment, and regulatory requirements. Limits may change without notice.
6.4 Delays and Rejections
We may delay or reject Transactions if we suspect fraud or illegal activity, additional verification is required, the Transaction violates sanctions, you lack sufficient balance, the destination is flagged as high-risk, technical issues prevent execution, or we determine unacceptable risk. We are not liable for losses from delays or rejections unless caused by our gross negligence or willful misconduct.
6.5 Irreversibility
Blockchain transactions are irreversible once confirmed, publicly visible, and cannot be cancelled or modified. We cannot reverse transactions to incorrect addresses.
6.6 Fiat Processing
Fiat transactions are subject to banking hours, correspondent bank policies, and system delays. Typical processing: deposits 1-3 business days, withdrawals 1-5 business days. Fiat withdrawals depend on third-party banking partners and may be delayed or unavailable due to banking system issues, regulatory changes, or partner decisions beyond our control.
6.7 Network Fees
Blockchain transactions require network fees paid by you in addition to our fees. Fees fluctuate, are non-refundable, and are beyond our control.
7. FEES
7.1 Service Fees
We charge fees as displayed on the Platform. We may change fees with 30 days' notice. You are responsible for all third-party fees (network fees, bank fees, foreign exchange fees). Fees are deducted from Transaction amounts or Account balance. Fees are non-refundable except where we fail to execute due to our error or as required by law.
8. CUSTODY AND FUNDS
8.1 Custody Model
Digital Assets are held by licensed third-party custody providers in omnibus custody with ledger-based segregation. You do not hold private keys. In the event of custody provider insolvency, you are an unsecured creditor with a claim for your ledger balance, but recovery is not guaranteed and may be subject to insolvency proceedings.
8.2 Fiat Currency
Fiat Currency is held by banking partners in segregated accounts during processing. We do not hold Fiat as stored value.
8.3 Ownership
You retain beneficial ownership of assets credited to your Account, subject to our rights to deduct fees, compliance holds, valid legal process, and regulatory obligations.
8.4 No Insurance
Balances are not insured by government schemes. Custody providers may maintain insurance but we make no representations regarding coverage.
8.5 Withdrawal Rights
You may withdraw at any time, subject to verification, limits, compliance holds, fees, processing times, and address screening.
8.6 Third-Party Risks
You acknowledge custody is provided by third parties, technical failures or insolvency could affect access, and we do not directly control custody operations.
8.7 Stablecoin Risks
Stablecoins are issued by third parties and subject to issuer insolvency, depegging, regulatory action, and reserve adequacy. We do not guarantee stablecoin value, redeemability, or stability.
9. COMPLIANCE
9.1 Verification
You must complete identity verification, provide accurate documents, undergo re-verification as required, and respond promptly to requests.
9.2 Source of Funds
We may require documentation of source of funds, Transaction purpose, employment or business records, and supporting documentation.
9.3 Enhanced Due Diligence
We apply enhanced due diligence for high-value Transactions, high-risk jurisdictions, politically exposed persons, adverse media associations, unusual patterns, and complex structures.
9.4 Monitoring
We monitor Transactions for anti-money laundering, counter-terrorist financing, sanctions, fraud, and suspicious patterns using automated systems and manual review.
9.5 Reporting
We report suspicious activity to financial intelligence units, law enforcement, and regulatory authorities as required by law. We will not notify you of reports.
9.6 Tax
You are solely responsible for determining tax obligations, reporting to authorities, and paying taxes. We may report Transactions as required by law.
10. ACCOUNT SUSPENSION AND TERMINATION
10.1 Our Right
We may suspend or terminate your Account immediately if you violate these Terms, provide false information, engage in prohibited activities, use the Account for fraud or illegal activity, are required by law or court order, become subject to sanctions, relocate to a Prohibited Jurisdiction, or we determine unacceptable risk.
10.2 Your Right
You may close your Account by contacting hello@hael.ai, withdrawing balances, and providing documentation for final checks.
10.3 Effects
Upon termination, Account access is revoked, you must withdraw balances within reasonable timeframe, associated third-party accounts may be closed, pending Transactions may be cancelled, and you remain liable for prior obligations.
10.4 Balances
You must withdraw balances within timeframe provided. After that timeframe, we may charge maintenance fees. You may request withdrawal for up to 7 years after closure.
10.5 Freezing
We may freeze balances if required by law, investigating prohibited activities, receiving conflicting claims, or you owe amounts to us.
11. INTELLECTUAL PROPERTY
All Platform content is owned by Hael or our licensors and protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable license for personal use in accordance with these Terms. This does not permit commercial use, copying, modification, reverse engineering, data extraction, or removal of notices. "Hael" and our logo are trademarks. You may not use our trademarks without permission. If you provide feedback, we may use it without restriction or compensation.
12. DISCLAIMERS
THE PLATFORM AND SERVICES ARE PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WE DO NOT WARRANT UNINTERRUPTED OPERATION, AVAILABILITY AT ANY TIME, CORRECTION OF DEFECTS, FREEDOM FROM VIRUSES, PROCESSING WITHOUT DELAY, OR ACCESS TO FUNDS AT ANY TIME. WE DO NOT WARRANT VALUE OR STABILITY OF DIGITAL ASSETS, THAT STABLECOINS WILL MAINTAIN PEG, PERFORMANCE OF STABLECOIN ISSUERS, OR PROTECTION AGAINST MARKET LOSSES. WE DO NOT WARRANT PERFORMANCE OF THIRD-PARTY PROVIDERS, ACCURACY OF BLOCKCHAIN CONFIRMATIONS, PERFORMANCE OF BANKING SYSTEMS, OR ACTIONS OF CUSTODY PROVIDERS.
13. LIMITATION OF LIABILITY
13.1 Exclusion of Damages
TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES INCLUDING LOSS OF PROFITS, DATA, GOODWILL, COST OF SUBSTITUTE SERVICES, INVESTMENT LOSSES, LOSSES FROM INTERRUPTIONS, UNAUTHORIZED ACCESS, THIRD-PARTY ACTIONS, OR MARKET VOLATILITY.
13.2 Liability Cap
OUR TOTAL LIABILITY SHALL NOT EXCEED THE GREATER OF FEES YOU PAID IN THE TWELVE MONTHS BEFORE THE CLAIM OR £10,000.
13.3 Third-Party Provider Liability
FOR LOSSES CAUSED BY THIRD-PARTY PROVIDERS, OUR LIABILITY IS LIMITED TO AMOUNTS WE ACTUALLY RECOVER FROM THE RESPONSIBLE PROVIDER. We will use reasonable efforts to assist you in pursuing claims but do not guarantee recovery.
13.4 Exceptions
Nothing excludes or limits our liability for death or personal injury from negligence, fraud, gross negligence, willful misconduct, or any liability that cannot be excluded under Applicable Law.
13.5 Consumer Rights
Nothing in these Terms affects your statutory rights under applicable consumer protection law.
13.6 Force Majeure
We are not liable for failure to perform due to causes beyond reasonable control including acts of God, war, government actions, power failures, blockchain failures, banking failures, third-party failures, or cybersecurity attacks.
14. INDEMNIFICATION
You agree to indemnify Hael, its affiliates, directors, officers, employees, and agents from claims, losses, damages, liabilities, and expenses (including legal fees) arising from your use of the Platform, violation of these Terms, violation of law or third-party rights, your Transactions, provision of inaccurate information, or unauthorized access due to your failure to maintain security. We may assume exclusive defense. You must cooperate and not settle without our consent. This indemnification survives termination.
15. DISPUTE RESOLUTION
15.1 Governing Law
These Terms are governed by the laws of England and Wales.
15.2 Informal Resolution
Before formal proceedings, contact hello@hael.ai with detailed description of dispute. We will respond within 30 days. Both parties must negotiate in good faith for 60 days. This is mandatory before arbitration.
15.3 Arbitration (Non-Consumer Disputes)
For business users and disputes not involving consumers under UK consumer protection law, disputes shall be settled by binding arbitration under LCIA rules in London, England, in English, before a single arbitrator. Decision is final and binding. Each party bears its own legal fees; arbitrator's fees allocated per arbitrator's decision.
15.4 Consumer Disputes
If you are a consumer under UK or EU consumer protection law, you retain the right to bring disputes in the courts of England and Wales or your local courts as permitted by law. The arbitration provisions in Section 15.3 do not apply to you if you qualify as a consumer.
15.5 Class Action Waiver
To the extent permitted by law, disputes will be resolved individually. You waive rights to class actions or representative proceedings. If this waiver is found unenforceable, arbitration provisions are void.
15.6 Small Claims
Either party may bring individual actions in small claims court.
15.7 Injunctive Relief
Either party may seek injunctive relief in court to prevent irreparable harm.
15.8 Time Limit
Claims must be filed within one year after the cause of action accrues or are permanently barred.
16. GENERAL PROVISIONS
16.1 Severability
If any provision is unenforceable, remaining provisions remain in effect. Unenforceable provisions will be modified to minimum extent necessary.
16.2 No Waiver
Failure to enforce does not constitute waiver. No waiver is effective unless in writing.
16.3 Assignment
You may not assign these Terms. We may assign to any affiliate, successor, or acquirer without restriction.
16.4 No Third-Party Beneficiaries
These Terms benefit only you and us, except our affiliates and service providers as intended beneficiaries of Sections 12, 13, and 14.
16.5 Notices
We provide notices by email, Platform posting, in-app notification, or mail. Notices are deemed received 24 hours after email or immediately upon posting. Send notices to us at hello@hael.ai.
16.6 Relationship
Nothing creates partnership, joint venture, agency, or employment. You have no authority to bind us.
16.7 Survival
Provisions that by nature should survive will survive, including Sections 8, 9, 11, 12, 13, 14, 15, and 16.
16.8 Electronic Communications
You consent to electronic communications. Electronic communications satisfy legal requirements for writing.
17. CONTACT
Email: hello@hael.ai
Company Number: 16497076
Registered Office: England and Wales