This page explains how law enforcement agencies, regulators and other competent government authorities can request information from CryptoPAYR Limited in connection with the CryptoPayr Services. We are committed to cooperating with valid, lawful requests while protecting our users' rights and the confidentiality of their data. Nothing on this page waives any right, defence or objection available to CryptoPAYR Limited or our users, or constitutes a submission to the jurisdiction of any court or authority.
How to contact us
Law enforcement and government requests should be sent to our dedicated channel at [email protected]. Please do not use general support channels, which cannot action legal process. Formal documents may also be served by post at CryptoPAYR Limited, Cayman Corporate Centre, Office 2852, George Town, Grand Cayman, Cayman Islands, marked for the attention of the Legal & Compliance team.
Proof of identity and authority
To protect our users, we will only act on a request once we are satisfied it is genuine. Every request must include:
- The full name, rank or title, agency or department, and badge, warrant card or officer identification number of the requesting official;
- Official agency credentials and a return address using an official government email domain — we may decline requests sent from personal or free webmail accounts;
- A direct telephone number and named point of contact so that we can verify the request independently;
- The legal authority relied upon and the jurisdiction in which the official is acting.
We may take reasonable steps to authenticate any request, and the identity and authority of the official making it, before disclosing any information.
Valid legal process
We disclose user information only where we are compelled or permitted to do so by law. Depending on the information sought, we require appropriate legal process — such as a subpoena, court order, production order, search warrant or equivalent instrument — validly issued in a jurisdiction to which we are subject. Requests originating outside the Cayman Islands should ordinarily be made through a mutual legal assistance treaty (MLAT), letter rogatory or other recognised channel of international cooperation, and we reserve the right to require that they be domesticated through the appropriate Cayman Islands authority.
Each request should be as specific as possible and identify the user or account with precision — for example by account ID (usr_…), email address, transaction ID, payout ID, or wallet/deposit address — together with the relevant time period and the specific records sought. Overbroad, vague or unduly burdensome requests may be narrowed or declined.
Information we may hold
The information available varies by account and activity, and may include basic subscriber information (such as name, email and account-creation data), identity and compliance records collected under our AML / CTF Policy, transaction and settlement records, and limited technical data such as IP addresses and timestamps. We do not hold customers' private keys, and many on-chain details are already publicly available on the relevant blockchain. We can only provide information we actually hold, and we are not obliged to create records that do not exist.
Emergency disclosure requests
Where we receive a request from a law enforcement agency that, in good faith, we believe involves an imminent risk of death or serious physical harm to a person, we may voluntarily disclose information reasonably necessary to prevent that harm. Emergency requests should be sent to [email protected] with "EMERGENCY DISCLOSURE REQUEST" in the subject line, and must explain the nature of the emergency, the specific harm, and how the information requested will help prevent it.
Preservation requests
We will consider reasonable requests to preserve specified existing records pending valid legal process, consistent with applicable law. A preservation request does not require disclosure; it asks us to retain identified records for a limited period while appropriate legal process is obtained. Preservation is limited to data in existence at the time of the request.
Notice to users
Our policy is to notify affected users of a request for their information before disclosure, so that they may seek to protect their interests, unless we are prohibited from doing so by law or court order, or unless we believe in good faith that notice would be counterproductive (for example, where there is a risk to life, of evidence being destroyed, or that a child may be harmed). Where notice is delayed by a valid non-disclosure order, we will provide it on the expiry of that order where permitted.
Costs
To the extent permitted by law, we may seek reimbursement of the reasonable costs we incur in responding to a request.
Related
For non–law-enforcement legal matters, including service of process, regulatory correspondence and disputes, see Legal Inquiries. For how we handle personal data, see our Privacy Policy; for our compliance programme, see our AML / CTF Policy.
Contact
Law enforcement & government requests: [email protected]. By post: CryptoPAYR Limited, Cayman Corporate Centre, Office 2852, George Town, Grand Cayman, Cayman Islands.