Section 3: Custody, Deposits, Withdrawals, and Transfers
Last updated 27 August 2026
3.1 We Hold Your Assets for You
Zelencio operates a custodial model. When you deposit crypto, we hold the private keys and record your balance on our internal ledger. You remain the beneficial owner of your assets at all times. We do not lend them out, stake them or trade them for our own account.
3.2 What Custody Means in Practice
Because we hold the keys, you do not have to manage a seed phrase and cannot lose your funds by losing a piece of paper. In exchange, you rely on us to keep the keys safe and to remain operational. This is a real trade-off and you should understand it before depositing. If you prefer to hold your own keys, use a self-custody wallet instead.
3.3 Deposit Addresses
Each user receives a unique deposit address for each supported asset. Addresses are never shared between users and are permanently linked to your account. Only send an asset to the address generated for that asset and that network.
3.4 Network Matching Is Your Responsibility
This is the single most common way users lose money. If you send an asset over a network that does not match the address you were given, the funds are lost. We show a warning and require you to confirm the network before we display an address, and again before we broadcast a withdrawal. Once a wrong-network or wrong-address transfer leaves or arrives, we cannot reverse it, recover it, or credit you for it. Blockchains do not have an undo button and neither do we.
3.5 Confirmations and Crediting
Deposits are credited after the network reaches the number of confirmations we require for that asset. Confirmation times depend on the blockchain, not on Zelencio. Unsupported tokens, tokens sent to a contract address, and tokens sent through an unsupported bridge may be permanently unrecoverable.
3.6 Withdrawals
Withdrawals require a verified account, your App PIN, a valid two-factor code, and a recognised device. We may apply a short hold after a password change, a new device login, or a change to your two-factor settings. This delay is deliberate and exists to stop an attacker from emptying an account within minutes of taking it over.
3.7 Internal Transfers
Transfers between Zelencio accounts settle instantly on our internal ledger with no blockchain fee. Before you confirm, we display the recipient’s avatar, username and verification status so you can check you are paying the right person. Internal transfers are final once confirmed.
3.8 Fees, Gas, and Limits
On-chain withdrawals carry a network fee set by the blockchain and a platform service fee set by us. Network fees are paid to miners or validators and are not retained by Zelencio. Current fees and limits are shown in the app before you confirm. Limits vary by verification tier and may be adjusted for risk.
3.9 Transaction Finality
Every transaction you authorise with your PIN and two-factor code is treated as your digital signature. Once authorised, it is final. We do not reverse completed transactions, and we are not liable for losses arising from an address you entered incorrectly, a network you selected incorrectly, or a payment you sent to the wrong person.