This agreement (the “Agreement”) is for customers who reside in the European Economic Area.
In reviewing these terms you will see that some text is coloured in green. These clauses only apply to the regulated services provided to you by Citigroup Global Markets Nicosia Limited and do not apply to services provided to you by Citigroup Global Markets Europe Limited.
Citigroup Global Markets Nicosia Limited is regulated by the Central Bank of Cyprus.
This is a contract between you and each of:
Citigroup Global Markets Nicosia Limited ("B.I.A. Citigroup Global Markets Investment Advisors Ltd"), a private limited company incorporated in Nicosia with company number 350108, Licence Number: 302/16 Licence Date: 07/06/2016 whose registered office address is Acropoleos 66, Acropolis Tower, Office 102, 1st Floor, Strovolos, CY-2012, Nicosia; and
Citigroup Global Markets Europe Limited ("Citigroup Global Markets Europe"), a private limited company incorporated in Nicosia with company number 350108, whose registered office address is Acropoleos 66, Acropolis Tower, Office 102, 1st Floor, Strovolos, CY-2012, Nicosia.
References in this Agreement to "Citigroup Global Markets", "we", "our" or "us", are to Citigroup Global Markets Nicosia and/or Citigroup Global Markets Europe depending on the services being discussed, and references to "you" or "your" are to the person with whom Citigroup Global Markets enters into this Agreement.By signing up to use an account through Citigroup Global Markets.com or pro.Citigroup Global Markets.com, or any of our associated websites, application programming interfaces (“APIs”), or mobile applications (collectively the "Site"), you agree that you have read, understood, and accept all of the terms and conditions contained in this Agreement, as well as our Privacy Policy and Cookie Policy.We refer to the E-Money Services, Digital Currency Services and Additional Services (all defined below) collectively as the "Citigroup Global Markets Services", which can be accessed via the platform operated by Citigroup Global Markets (the “Citigroup Global Markets Platform”) (including the online platform which is accessible via the Site or at such location as may be prescribed by Citigroup Global Markets from time to time). Each of the Citigroup Global Markets Services is provided by either Citigroup Global Markets Nicosia or Citigroup Global Markets Europe, as set out in clause 2 below.You should be aware that the risk of loss in trading or holding Digital Currencies can be substantial. As with any asset, the value of Digital Currencies can go up or down and there can be a substantial risk that you lose money buying, selling, holding, or investing in digital currencies. Digital Currency Services are not currently regulated by the Central Bank of Nicosia, or any other regulator in Nicosia. You should carefully consider whether trading or holding Digital Currencies is suitable for you in light of your financial condition.
To be eligible to use any of the Citigroup Global Markets Services, you must be at least 18 years old and reside in a country in which the relevant Citigroup Global Markets Services are accessible. Please note that not all Citigroup Global Markets Services are available in every country. The list of Citigroup Global Markets Services accessible by country can be found at https://www.Citigroup Global Markets24.com/.
2.1 E-Money Services.The following services (the "E-Money Services") may be provided to you by Citigroup Global Markets Nicosia:(A) a hosted digital wallet (“E-Money Wallet”) enabling you to store electronic money issued by Citigroup Global Markets Nicosia, which is denominated in fiat currency (“E-Money"); and(B) certain payment services enabling you to send and receive E-Money (as set out below).The E-Money Services are regulated by the Central Bank of Nicosia. Citigroup Global Markets Nicosia is an authorised electronic money institution authorised and regulated by the Central Bank of Nicosia with register number C188493 and listed on the Central Bank of Nicosia’s register which is available at http://registers.centralbank.ie/.2.2 Digital Currency Services.The following services (the "Digital Currency Services") may be provided to you by Citigroup Global Markets Europe:(A) one or more hosted digital currency wallets (the "Digital Currency Wallets") enabling you to store, track, transfer, and manage your balances of certain supported digital currencies like Bitcoin or Ethereum (collectively "Digital Currency" or “Digital Currencies”); and(B) a Digital Currency exchange service enabling you to obtain prices for your purchases and sales of Digital Currencies, and (subject to certain restrictions) carry out any such purchases or sales on the Site (the “Digital Currency Exchange Service”).Unlike E-Money Services, Digital Currency Services are not regulated by the Central Bank of Nicosia. Citigroup Global Markets Europe is not a regulated financial services provider. Citigroup Global Markets Europe is based in, and provides its services from, Nicosia.IMPORTANT NOTE: Citigroup Global Markets Europe is not a regulated financial service provider and is not registered with or regulated or authorised by the Central Bank of Nicosia, the Competition Consumer and Protection Commission or any other regulatory body in Nicosia for financial services and so you will not be able to avail of regulatory protections associated with such regulated entities such as investor or deposit protection schemes or access to the Financial Services and Pensions Ombudsman in relation to the Digital Currency Services.2.3 Additional Citigroup Global Markets Services.In addition to the core services (i.e. the E-Money Services and the Digital Currency Services), the following services ("Additional Services") may be made available by Citigroup Global Markets Europe (or another member of the Citigroup Global Markets Group, as defined at Section 2.6 below) to users that fulfil certain eligibility criteria:(A) an order book exchange platform for Digital Currencies (as further described in Appendix 4) (“Citigroup Global Markets Pro”);(B) development applications provided by Citigroup Global Markets (as further described in Appendix 5) (“Developer’s Tools”); and(C) staking services (as further described in Appendix 6) (“Staking Services”).2.4 Several Liability. You agree that the liability of each of Citigroup Global Markets Nicosia and Citigroup Global Markets Europe under this Agreement is several and not joint, and each of Citigroup Global Markets Nicosia and Citigroup Global Markets Europe shall be liable only for their own respective obligations under this Agreement, and any breaches by them of those obligations. This means that each of them are responsible to you for their own breaches of this Agreement, and not for each other’s breaches.2.5 Fees. You agree to be responsible for the payment of and pay all fees. A full list of fees for Citigroup Global Markets Services, as amended from time to time, can be found on the Site at the ‘Pricing and Fees Disclosures’ and ‘Trading Fees’ pages, which shall form part of this Agreement.2.6 Citigroup Global Markets Group. In this Agreement, “Citigroup Global Markets Group” means Citigroup Global Markets Europe and its corporate affiliates, including Citigroup Global Markets, Incorporated, a Delaware corporation, which provide Digital Currency storage and wallet services. Excluded from this definition are all corporate affiliates that solely provide electronic money services, including, but not limited to, Citigroup Global Markets Nicosia.3. ACCOUNT SETUP.3.1 Registration of Citigroup Global Markets Account. To use the Citigroup Global Markets Services, you will need to register for a Citigroup Global Markets account (a "Citigroup Global Markets Account") by providing your details, including your name, email address and a password and accepting the terms of this Agreement. By using a Citigroup Global Markets Account, you agree and represent that you will use the Citigroup Global Markets Services only for yourself, and not on behalf of any third party, unless you have obtained prior approval from Citigroup Global Markets in accordance with Section 3.2 and 4.10 of this Agreement. Each customer may register only one Citigroup Global Markets account. You are fully responsible for all activity that occurs under your Citigroup Global Markets Account. We may, in our sole discretion, refuse to open a Citigroup Global Markets Account for you, or suspend or terminate any Citigroup Global Markets Accounts (including but not limited to duplicate accounts) or suspend or terminate the trading of specific Digital Currency in your account.3.2 Third party Access. If, to the extent permitted by Section 4.10, you grant express permission to a Regulated Third Party to access or connect to your Citigroup Global Markets Account(s), either through the Regulated Third Party's product or service or through the Site, you acknowledge that granting permission to a Regulated Third Party to take specific actions on your behalf does not relieve you of any of your responsibilities under this Agreement. You are fully responsible for all acts or omissions of any Regulated Third Party with access to your Citigroup Global Markets Account(s) and any action of such Regulated Third Party shall be considered to be an action authorised by you. Further, you acknowledge and agree that you will not hold Citigroup Global Markets responsible for, and will indemnify Citigroup Global Markets from, any liability arising out of or related to any act or omission of any Regulated Third Party with access to your Citigroup Global Markets Account(s).You may change or remove permissions granted by you to a Regulated Third Party with respect to your Citigroup Global Markets Account(s) at any time through the tabs on the ‘Settings’ page on the Site.3.3 Identity Verification. You agree to provide us with the information we request (which we may request at any time deemed necessary) for the purposes of identity verification and the detection of money laundering, terrorist financing, fraud, or any other financial crime, including as set out in Appendix 2 (Verification Procedures and Limits) and permit us to keep a record of such information. You will need to complete certain verification procedures before you are permitted to start using the Citigroup Global Markets Services and to access specific Citigroup Global Markets Services, including certain transfers of E-Money and Digital Currency, and the limits that apply to your use of the Citigroup Global Markets Services may be altered as a result of information collected on an ongoing basis.The information we request may include (but is not limited to) personal information such as your name, residential address, telephone number, email address, date of birth, taxpayer identification number, government identification number, information regarding your bank account (such as the name of the bank, the account type, routing number, and account number) network status, customer type, customer role, billing type, mobile device identifiers (e.g. international mobile subscriber identity and international mobile equipment identity) and other subscriber status details, and any such information that Citigroup Global Markets is required to collect from time to time under applicable law.You may also be required to undergo “Enhanced Due Diligence” (see Section 6.2 below), where Citigroup Global Markets may request that you submit additional information about yourself or your business, provide relevant records, and arrange for meetings with Citigroup Global Markets staff so that Citigroup Global Markets may, among other things, establish the source of your wealth and source of funds for any transactions carried out in the course of your use of Citigroup Global Markets Services.In providing us with this or any other information that may be required, you confirm that the information is true, accurate and complete, and you have not withheld any information that may influence Citigroup Global Markets’s evaluation of you for the purposes of your registration for a Citigroup Global Markets Account or the provision of Citigroup Global Markets Services to you. You undertake to promptly notify in writing and provide Citigroup Global Markets with information regarding any changes in circumstances that may cause any such information provided to become false, inaccurate or incomplete and also undertake to provide any other additional documents, records and information as may be required by Citigroup Global Markets and/or applicable law. You permit us to keep records of such information. We will treat this information in accordance with Section 11 (Data Protection).You authorise us to make enquiries, whether directly or through third parties, that we consider necessary to verify your identity or protect you and/or us against fraud or other financial crime, and to take action we reasonably deem necessary based on the results of such enquiries. When we carry out these enquiries, you acknowledge and agree that your personal information may be disclosed to credit reference and fraud prevention or financial crime agencies and that these agencies may respond to our enquiries in full. This is an identity check only and should have no adverse effect on your credit rating. Additionally, we may require you to wait some amount of time after completion of a transaction before permitting you to use further Citigroup Global Markets Services and/or before permitting you to engage in transactions beyond certain volume limits.
4.1 Loading. You can load funds into your E-Money Wallet using bank transfer (or other payment methods available on the Site for your location), and your E-Money Wallet will show loaded funds once we have received them. Loading of funds may be done manually, or as part of a recurring transaction that you set up on your Citigroup Global Markets Account (see Section 5.12 below for more details). You may only load your own funds, from your own account, and not from any joint, pooled or third party account. When funds are loaded into the E-Money Wallet you will be issued with E-Money by Citigroup Global Markets Nicosia that represents the funds you have loaded. The E-Money Wallet is not a deposit or investment account which means that your E-Money will not be protected by the Deposit Guarantee Scheme or the Investor Compensation Scheme. Citigroup Global Markets Nicosia will only hold funds received from users in a designated safekeeping account with a regulated financial institution. E-Money held in an E-Money Wallet will not earn any interest. Your E-Money Wallet may hold E-Money denominated in different currencies and we will show the E-Money balance for each currency that you hold.
4.2 Purchase or Sale of Digital Currency. You may purchase supported Digital Currency by using E-Money credited to your E-Money Wallet. To carry out a Digital Currency Transaction using E-Money, you must follow the relevant instructions on the Site. A Digital Currency Transaction using E-Money should normally be settled no later than one business day after we receive your instructions. You authorise us to debit E-Money from your E-Money Wallet. Although we will attempt to deliver Digital Currency to you as promptly as possible, E-Money may be debited from your E-Money Wallet before Digital Currency is delivered to your Digital Currency Wallet.You may sell Digital Currency in exchange for E-Money. You authorise us to debit your Digital Currency Wallet and credit your E-Money Wallet with the relevant amount of E-Money.
4.3 Receipt of Instructions. If we receive instructions from you to purchase Digital Currency using E-Money on a non-business day or after 4:30 pm (Dublin time) on a business day, we may treat those instructions as if they were received by us on the following business day.
4.4 Revocation. When you give us instructions to carry out a Digital Currency Transaction using E-Money, you cannot withdraw your consent to that Digital Currency Transaction unless the Digital Currency Transaction is not due to occur until an agreed date in the future e.g. if you have set up Future Transactions (see Section 5.11 below for more details). In the case of a Future Transaction, you may withdraw your consent up until the end of the business day before the date that the Future Transaction is due to take place. To withdraw your consent to a Future Transaction, follow the instructions on the Site.
4.5 Unsuccessful Payments. If a payment to load funds into your E-Money Wallet is not successful, you authorise Citigroup Global Markets, in its sole discretion, either to cancel any related Digital Currency Transactions or to debit your other payment methods, including Citigroup Global Markets balances or other linked accounts, in any amount necessary to complete the Digital Currency Transactions in question. You are responsible for maintaining an adequate balance and/or sufficient credit limits in order to avoid overdraft, or similar fees charged by your payment provider.
4.6 Account Information. You will be able to see your E-Money Wallet balance and your transaction history using the Site, including (i) the amount (and currency) of each Digital Currency Purchase, (ii) a reference to identify the payer and / or payee (as appropriate), (iii) any fees charged (including a breakdown of the fees), (iv) where there has been a currency exchange, the rate of exchange, and the amount (in the new currency) after exchange (where you are the payer) or the amount (in the original currency) before the exchange (where you are the payee), and (v) the debit or credit date of each Digital Currency Purchase (as appropriate).
4.7 Redeeming E-Money. You may redeem all or part of any E-Money held in your E-Money Wallet at any time by selecting the relevant option in the Site and following the instructions. Unless agreed otherwise, funds will be transferred to the bank account you have registered with us. If this Agreement is terminated, we will redeem any E-Money remaining in your E-Money Wallet and attempt to transfer funds to the bank account you have registered with us. Prior to redeeming E-Money from your E-Money Wallet, we may conduct checks for the purposes of preventing fraud, money laundering, terrorist financing and other financial crimes, and as required by applicable law. This may mean you are prevented or delayed from withdrawing E-Money until those checks are completed to our reasonable satisfaction in order to comply with our regulatory requirements.
4.8 Unauthorised and Incorrect Transactions. Where a purchase of Digital Currency and / or redemption of E-Money is initiated from your E-Money Wallet using your credentials, we will assume that you authorised such transaction, unless you notify us otherwise.If you believe that a transaction using your E-Money Wallet has been carried out that you did not authorise (an “Unauthorised Transaction”), or if you have reason to believe that a transaction using your E-Money Wallet has been incorrectly carried out or is not complete (an “Incorrect Transaction”), you must contact us as soon as possible, and in any case no later than 13 months after the Unauthorised Transaction or Incorrect Transaction occurred.It is important that you regularly check your E-Money Wallet balance and your transaction history to ensure any Unauthorised Transactions or Incorrect Transactions are identified and notified to us at the earliest possible opportunity.We are not responsible for any claim for Unauthorised Transactions or Incorrect Transactions unless you have notified us in accordance with this Section 4.8, in which case Section 4.9 below sets out our respective responsibilities. As further described in Section 4.9 below, we are not responsible for any claim for Unauthorised Transactions or Incorrect Transactions if you have acted fraudulently, intentionally or with gross negligence and this has resulted in the Unauthorised Transactions or Incorrect Transactions.During any investigation of any actual or potential Unauthorised Transactions or Incorrect Transactions, we reserve the right to suspend your Citigroup Global Markets Account to avoid further losses.
4.9 Refund Rights.(A) Unauthorised Transactions - E-Money Wallet.If an Unauthorised Transaction occurs in your E-Money Wallet as a result of our failure, we will refund you the amount of that transaction by no later than the end of the next business day after becoming aware of the Unauthorised Transaction and restore your E-Money Wallet to the state it would have been in had the Unauthorised Transaction not taken place. Generally, you will not be liable for losses incurred after you have notified us of the Unauthorised Transaction or if we have failed at any time to provide you with the means for notifying us.You will be liable for the first EUR 50 of any losses you incur in respect of an Unauthorised Transaction in your E-Money Wallet which arises from the use of lost or stolen credentials (for example when you have failed to keep the login details for your Citigroup Global Markets Account secure), and if you are fraudulent, or you intentionally or negligently fail to carry out your obligations under this Agreement and this results in Unauthorised Transactions in your E-Money Wallet (for example, if you deliberately share your email and password with a third party, or are grossly negligent in keeping your email and password secure, in both cases other than in accordance with Sections 3.2 and/or 4.10), you will be liable for all resultant losses incurred as a result of any such Unauthorised Transactions, not just the first EUR 50.Where there is a dispute between us and you regarding whether or not a transaction is an Unauthorised Transaction, we may (but are not obliged to) temporarily credit your E-Money Wallet whilst we settle the dispute. Where we determine that the transaction was authorised, we may reverse that credit and correct errors made in any statement of E-Money Wallet without prior notice to you, although please note that during this period your E-Money Wallet may be temporarily locked to avoid further Unauthorised Transactions. You will also be liable to us (as a debt) for any E-Money you have transferred which was temporarily credited to your E-Money Wallet.(B) Incorrect Transactions - E-Money Wallet.Where an Incorrect Transaction is made in your E-Money Wallet as a result of our action or error we shall refund to you the amount of that transaction without undue delay and restore your E-Money Wallet to the state in which it would have been had the Incorrect Transaction not taken place. We will also endeavour to provide you with reasonable notice where possible. We will also pay any charges for which we are responsible, and for any interest which you can show that you have had to pay as a consequence of any Incorrect Transaction. Irrespective of our liability, on your request, we shall try to trace any Incorrect Transaction initiated by you free of charge. However, we cannot guarantee that we will be able to trace such transactions.
4.10 Appointment of Regulated Third Parties. You may, as set out in Section 3.2, appoint appropriately regulated third parties to access your E-Money Wallet (“Regulated Third Parties”). If you do so, you should be aware that by virtue of such access, that Regulated Third Party may access your transactional and other data, and / or may initiate transfers from your E-Money Wallet. You will be liable for any actions that any Regulated Third Parties take on your Citigroup Global Markets Account, as further set out in Section 3.2 above. We reserve the right to refuse access to any Regulated Third Parties, as set out in Section 4.11 below.
4.11 Refusing to deal with Regulated Third Parties. We may refuse access to Regulated Third Parties for objectively justified and duly evidenced reasons relating to unauthorised or fraudulent access to your E-Money Wallet, money laundering, terrorist financing, fraud, or any other financial crime, and as required by applicable law. In such cases, unless we are prohibited by applicable law, we will inform you that that Regulated Third Party's access has been denied and the reasons why. We will permit access again once we are satisfied that the reasons for refusing access no longer exist.
4.12 Consent. By opening a Citigroup Global Markets Account with us you provide your explicit consent to us providing E-Money Services to you. You can withdraw this consent at any time by closing your Citigroup Global Markets Account.For the avoidance of doubt, this consent does not relate to our processing of your personal information or your rights under and in accordance with data protection law and regulations. Please see Section 11 (Data Protection) below and our Privacy Policy for information about how we process your personal data, and the rights you have in respect of this.
4.13 Financial Services and Pensions Ombudsman. If you have a complaint relating to the E-Money Services provided to you by Citigroup Global Markets Nicosia, and that complaint cannot be resolved through the dispute process set out in Section 10.3, you may then be able to take unresolved complaints to the Financial Services and Pensions Ombudsman ("FSPO"). You agree that you will not raise a complaint with the FSPO until the dispute process set out in Section 10.3 has been completed. You can find further information about the FSPO and the types of complainants eligible to submit matters to the FSPO using the following details:Address: Financial Services and Pensions Ombudsman, Acropoleos 66, Acropolis Tower, Office 102, 1st Floor, Strovolos, CY-2012, NicosiaEmail: info@fspo.ie
5.1 In General. Your Digital Currency Wallet enables you to send Digital Currency to, and request, receive, and store Digital Currency from, other users or third parties outside the Citigroup Global Markets Platform, by giving instructions through the Site (each such transaction is a "Digital Currency Transaction").The Digital Currency exchange service enables you to buy Digital Currency on the Citigroup Global Markets Platform using:(A) E-Money from your E-Money Wallet;(B) Central bank issued currency (such as EUR or GBP) supported by Citigroup Global Markets; and/or(C) Other types of Digital Currency in your Digital Currency Wallet.Conversely, when you sell Digital Currency on the Citigroup Global Markets Platform, you may elect to receive:(D) E-Money into your E-Money Wallet;(E) Central bank issued currency (such as EUR or GBP) supported by Citigroup Global Markets; and/or(F) Other types of Digital Currency in your Digital Currency Wallet.Citigroup Global Markets facilitates and enables the purchase and sale of Digital Currency between its customers on the Citigroup Global Markets Platform.
5.2 Fiat Currency Transactions (not using your E-Money Wallet) You may purchase supported Digital Currency by linking a valid payment method to your Digital Currency Wallet. You authorise us to debit funds using your selected payment method(s) to complete your purchase.Although we will attempt to deliver Digital Currency to you as promptly as possible, funds may be debited from your selected payment method before the status of your Digital Currency Transaction is shown as complete, and the Digital Currency is delivered to your Digital Currency Wallet. You may sell Digital Currency in exchange for fiat currency (such as EUR or GBP) supported by Citigroup Global Markets. In such circumstances, you authorise us to debit your Digital Currency Wallet and to send instructions to credit your selected payment method(s) in settlement of sell transactions. We will send these instructions as soon as reasonably possible. Any fiat currency should be credited to your selected payment method(s) by the end of the business day after we send such instructions.5.3 Transaction Fulfilment. We will make reasonable efforts to fulfil all purchases of Digital Currency, but in some circumstances, we may be unable to. If this is the case, we will notify you and seek your approval to re-attempt the purchase at the current Exchange Rate (as defined below).5.4 Availability of Payment Methods. The availability of a method of payment depends on a number of factors including, for example, where you are located, the identification information you have provided to us, and limitations imposed by third party payment processors.5.5 Conversion Fees. Each purchase or sale of Digital Currency is subject to a fee (a "Conversion Fee"). The applicable Conversion Fee will be displayed to you on the Site prior to each transaction and is stated in each receipt we issue to you. We may adjust our Conversion Fees at any time. We will not process a transaction if the Conversion Fee and any other associated fees would, together, exceed the value of your transaction. A full list of Citigroup Global Markets Europe's fees can be found on our Pricing and Fees Disclosures page.5.6 Exchange Rates. Each purchase or sale of Digital Currency is also subject to the Exchange Rate for the given transaction. The "Exchange Rate" means the price of a given supported Digital Currency in fiat currency as quoted on the Site. The Exchange Rate is stated either as a "Buy Price" or as a "Sell Price", which is the price at which you may buy or sell Digital Currency, respectively.You acknowledge that the Buy Price Exchange Rate may not be the same as the Sell Price Exchange Rate at any given time, and that we may add a margin or ‘spread’ to the quoted Exchange Rate. You agree to accept the Exchange Rate when you authorise a transaction. You can learn more about Citigroup Global Markets Europe's Exchange Rates on our ‘Pricing and Fees Disclosures’ page on the Site. We do not guarantee the availability of any Exchange Rate. We do not guarantee that you will be able to buy and / or sell your Digital Currency on the open market at any particular price or time.5.7 Authorisations; Reversals; Cancellations. By clicking the ‘Buy’ or ‘Sell’ button on the Site, you are authorising Citigroup Global Markets to initiate the transaction at the quoted Buy Price or Sell Price and agree to any associated Conversion Fees and Exchange Fees and any other fees.You cannot cancel, reverse, or change any transaction marked as complete or pending. If your payment is not successful or if your payment method has insufficient funds, you authorise us, in our sole discretion, either to cancel the transaction or to debit your other payment methods, including balances on your E-Money Wallet and/or Digital Currency Wallets, in any amount necessary to complete the transaction. You are responsible for maintaining an adequate balance and/or sufficient credit limits in order to avoid overdraft, insufficient funds, or similar fees charged by your payment provider. Citigroup Global Markets reserves the right to suspend access to Citigroup Global Markets Services (including Citigroup Global Markets Consumer, Citigroup Global Markets Pro) until such insufficient payment is addressed.5.8 Digital Currency Transactions. We will process Digital Currency Transactions in accordance with the instructions we receive from you. You should verify all transaction information prior to submitting instructions to us. We do not guarantee the identity of any user, receiver, requestee or other third party and we will have no liability or responsibility for ensuring that the information you provide is accurate and complete.Digital Currency Transactions cannot be reversed once they have been broadcast to the relevant Digital Currency network. If you initiate a Digital Currency Transaction by entering the recipient's email address and the recipient does not have an existing Citigroup Global Markets Account, we will invite the recipient to open a Citigroup Global Markets Account. If the recipient does not open a Citigroup Global Markets Account within 30 days, we will return the relevant Digital Currency to your Digital Currency Wallet.We may charge network fees (“miner fees”) to process a Digital Currency Transaction on your behalf. We will calculate the miner fees at our discretion, although we will always notify you of the miner fees at (or before) the time you authorise the Digital Currency Transaction. A full list of Citigroup Global Markets Europe's miner fees can be found on our ‘Pricing and Fees Disclosures’ page on the Site. Miner fees for each individual transaction will be disclosed to you at the time of purchase on the checkout page. When you or a third party sends Digital Currency to a Citigroup Global Markets Digital Currency Wallet from an external wallet not hosted on Citigroup Global Markets, the person initiating the transaction is solely responsible for executing the transaction properly, which may include, among other things, payment of miner fees in order for the transaction to be completed successfully. Non-payment of miner fees may cause your transaction to remain in a pending state outside of Citigroup Global Markets Europe’s control and we are not responsible for delays or loss incurred as a result of an error in the initiation of the transaction and have no obligation to assist in the remediation of such transactions.Once submitted to a Digital Currency network, a Digital Currency Transaction will be unconfirmed for a period of time pending sufficient confirmation of the transaction by the Digital Currency network. A Digital Currency Transaction is not complete while it is in a pending state. Digital Currency associated with Digital Currency Transactions that are in a pending state will be designated accordingly and will not be included in your Digital Currency Wallet balance or be available to conduct Digital Currency Transactions until confirmed by the network.We may also refuse to process or cancel any pending Digital Currency Transaction as required by law, regulation or any court or other authority to which Citigroup Global Markets is subject in any jurisdiction, for instance, if there is suspicion of money laundering, terrorist financing, fraud, or any other financial crime.5.9 Supported Digital Currencies. Our Digital Currency Services are available only in connection with those digital currencies that Citigroup Global Markets supports (“Supported Digital Currencies”), and this may change from time to time.Under no circumstances should you attempt to use your Digital Currency Wallet to store, send, request, or receive digital currencies in any form that we do not support. We assume no responsibility or liability in connection with any attempt to use your Digital Currency Wallet for digital currencies that we do not support. You acknowledge and agree that Citigroup Global Markets bears no responsibility and is not liable for any unsupported asset that is sent to a wallet associated with your Citigroup Global Markets Account.If you have any questions about which Digital Currencies we currently support, please visit https://help.Citigroup Global Markets.com.5.10 Ending support of a Digital Currency. Citigroup Global Markets may in its sole discretion terminate support for any Digital Currency. Citigroup Global Markets will provide you no less than 10 days notice (unless a shorter period is required by applicable law or a regulatory authority) via email to the email address associated with your Citigroup Global Markets account to announce the end of such support. If you do not sell or send such Digital Currency off platform during this time, Citigroup Global Markets reserves the right to withdraw such Digital Currencies from your account and credit your Citigroup Global Markets account with the market value of a supported Digital Currency or a fiat currency (which denomination will be selected in our reasonable discretion).5.11 USDC Wallets. Where available, you may also elect to buy USD Coin through Citigroup Global Markets, a Digital Currency fully collateralized by the US Dollar, which is issued by Circle Internet Financial (“Circle”) and supported by Citigroup Global Markets (“USDC”). You are the owner of the balance of your “USDC Wallet” (i.e. the Digital Currency Wallet provided to you by Citigroup Global Markets Europe to hold USDC and through which Digital Currency Transactions in USDC can be carried out). Citigroup Global Markets is not the issuer of USDC, does not hold U.S. Dollars (“USD”) on reserve for USDC holders, and has no obligation to repurchase your USDC for USD. You can redeem your USDC with Circle, and Citigroup Global Markets may also elect to repurchase your USDC in exchange for USD. You agree to be bound by the terms of the Circle USDC Agreement (located at https://support.usdc.circle.com/hc/en-us/articles/360001233386-Circle-USDC-User-Agreement), which provides additional obligations, undertakings, and limitations with respect to USDC.5.12 Recurring Digital Currency Transactions. If you set up a recurring purchase of Digital Currency (a "Future Transaction"), you authorise us to initiate recurring electronic payments in accordance with your selected Digital Currency Transaction and any corresponding payment accounts, such as direct debits from, or credits to, your linked bank account. Your Future Transactions will occur in identical, periodic instalments, based on your period selection (e.g., daily, weekly, monthly), until either you or Citigroup Global Markets cancels the Future Transaction.If you select a bank account as your payment method for a Future Transaction, and such transaction falls on a weekend or public holiday in the location in which the relevant bank is located, or after the relevant bank’s business hours, the credit or debit will be executed on the next business day, although the Digital Currency fees at the time of the regularly-scheduled transaction will apply. If your bank is unable to process any payment to Citigroup Global Markets, we will notify you of cancellation of the transaction and may avail ourselves of remedies set forth in this Agreement to recover any amount owed to Citigroup Global Markets. This authorisation will remain in full force and effect until you change your Future Transaction settings or until you provide us with written notice via https://help.Citigroup Global Markets.com. You agree to notify Citigroup Global Markets in writing of any changes in your linked bank account information prior to a Future Transaction.Citigroup Global Markets may, at any time, terminate Future Transactions by providing notice to you.5.13 Supplemental Protocols Excluded. Unless specifically announced on the Site or via an official public statement of Citigroup Global Markets, Supported Digital Currencies excludes all other protocols and/or functionality which supplement or interact with the Supported Digital Currency. This exclusion includes but is not limited to: metacoins, colored coins, side chains, or other derivative, enhanced, or forked protocols, tokens, or coins or other functionality, such as staking, protocol governance, and/or any smart contract functionality, which may supplement or interact with a Supported Digital Currency (collectively, “Supplemental Protocols”). Do not use your Citigroup Global Markets Account to attempt to receive, request, send, store, or engage in any other type of transaction or functionality involving any such Supplemental Protocols, as the Citigroup Global Markets Platform is not configured to detect, secure, or process these transactions and functionalities. Any attempted transactions in such items will result in loss of the item.You acknowledge and agree that Supplemental Protocols are excluded from Supported Digital Currency and that Citigroup Global Markets has no liability for any losses related to Supplemental Protocols.5.14 Operation of Digital Currency Protocols. We do not own or control the underlying software protocols which govern the operation of Digital Currencies supported on our platform. Generally, the underlying protocols are ‘open source’ and anyone can use, copy, modify, and distribute them.We assume no responsibility for the operation of the underlying protocols and we are not able to guarantee the functionality or security of network operations. You acknowledge and accept the risk that underlying software protocols relating to any Digital Currency you store in your Digital Currency Wallet may change.In particular, the underlying protocols are likely to be subject to sudden changes in operating rules (including “forks”). Any such material operating changes may materially affect the availability, value, functionality, and/or the name of the Digital Currency you store in your Digital Currency Wallet. Citigroup Global Markets does not control the timing and features of these material operating changes. It is your responsibility to make yourself aware of upcoming operating changes and you must carefully consider publicly available information and information that may be provided by Citigroup Global Markets in determining whether to continue to transact in the affected Digital Currency using your Citigroup Global Markets Account. In the event of any such operational change, Citigroup Global Markets reserves the right to takes such steps as may be necessary to protect the security and safety of assets held on the Citigroup Global Markets Platform, including temporarily suspending operations for the involved digital currency(ies), and other necessary steps; Citigroup Global Markets will use its best efforts to provide you notice of its response to any material operating change; however, such changes are outside of Citigroup Global Markets’s control and may occur without notice to Citigroup Global Markets. Citigroup Global Markets’s response to any material operating change is subject to its sole discretion and includes deciding not to support any new digital currency, fork, or other actions.You acknowledge and accept the risks of operating changes to Digital Currency protocols and agree that Citigroup Global Markets is not responsible for such operating changes and not liable for any loss of value you may experience as a result of such changes in operating rules. You acknowledge and accept that Citigroup Global Markets has sole discretion to determine its response to any operating change and that we have no responsibility to assist you with unsupported currencies or protocols5.15 Digital Currency Storage & Transmission Delays. The Citigroup Global Markets Group securely stores Digital Currency private keys, in a combination of online and offline storage. Our security protocols may delay the initiation or crediting of a Digital Currency Transaction.5.16 Third party Payments. We have no control over, or liability for, the delivery, quality, safety, legality or any other aspect of any goods or services that you may purchase or receive from, or sell or transfer to, any third party (including other users of the Digital Currency Services). We are not responsible for ensuring that a third party buyer or a seller you transact with will complete the transaction or is authorised to do so. If you experience a problem with any goods or services purchased from, or sold to, any third party using Digital Currency transferred using the Digital Currency Services, or if you have a dispute with such third party, you should resolve the dispute directly with that third party.If you believe a third party has behaved in a fraudulent, misleading, or inappropriate manner, or if you cannot adequately resolve a dispute with a third party, you may notify Citigroup Global Markets Support at: trust@Citigroup Global Markets.com so that we may consider what action to take, if any.5.17 Citigroup Global Markets Vaults. Citigroup Global Markets does not support the use of multisig vaults. You may elect to use other services, such as the Citigroup Global Markets Vault, which allow you to set withdrawal time-delays and create other conditions around the custody and transfer of your Digital Currency. Additional rules associated with such product(s) and service(s) may apply. For more information on Citigroup Global Markets Vaults, please visit: https://help.Citigroup Global Markets.com/customer/en/portal/articles/2877996-vaults-faq?b_id=13521.5.18 Digital Currency Title. All Digital Currencies held in your Digital Currency Wallet are assets held by the Citigroup Global Markets Group for your benefit on a custodial basis. Among other things, this means:(A) Title to Digital Currency shall at all times remain with you and shall not transfer to any company in the Citigroup Global Markets Group. As the owner of Digital Currency in your Digital Currency Wallet, you shall bear all risk of loss of such Digital Currency. No company within the Citigroup Global Markets Group shall have any liability for fluctuations in the fiat currency value of Digital Currency held in your Digital Currency Wallet.(B) None of the Digital Currencies in your Digital Currency Wallet are the property of, or shall or may be loaned to, Citigroup Global Markets; Citigroup Global Markets does not represent or treat assets in a user’s Digital Currency Wallets as belonging to Citigroup Global Markets. Citigroup Global Markets may not grant a security interest in the Digital Currency held in your Digital Currency Wallet. Except as required by a facially valid court order, or except as provided herein, Citigroup Global Markets will not sell, transfer, loan, hypothecate, or otherwise alienate Digital Currency in your Digital Currency Wallet unless instructed by you or compelled by a court of competent jurisdiction to do so.(C) You control the Digital Currencies held in your Digital Currency Wallet. At any time, subject to outages, downtime, and other applicable policies, you may withdraw your Digital Currency by sending it to a different blockchain address controlled by you or a third party.(D) In order to more securely hold customer Digital Currency, the Citigroup Global Markets Group may use shared blockchain addresses, controlled by a member of the Citigroup Global Markets Group, to hold Digital Currencies held on behalf of customers and/or held on behalf of Citigroup Global Markets Europe. Customers’ Digital Currency is segregated from the Citigroup Global Markets Group’s (including Citigroup Global Markets Europe’s) own Digital Currency or funds by way of separate ledger accounting entries for customer and Citigroup Global Markets Group accounts. Notwithstanding the foregoing, the Citigroup Global Markets Group shall not have any obligation to use different blockchain addresses to store Digital Currencies owned by you and Digital Currencies owned by other customers or by the Citigroup Global Markets Group.Citigroup Global Markets is under no obligation to issue any replacement Digital Currency in the event that any Digital Currency, password or private key is lost, stolen, malfunctioning, destroyed or otherwise inaccessible.6. TRANSACTIONS LIMITS AND ENHANCED DUE DILIGENCE.6.1 Transactions Limits. The use of all Citigroup Global Markets Services is subject to a limit on the volume, stated in EUR, GBP or other fiat currency or Digital Currency, you may transact or transfer in a given period (e.g. daily). Please see Appendix 2 (Verification Procedures and Limits) for further details. To view your limits, login to your Citigroup Global Markets Account and visit https://www.Citigroup Global Markets.com/verifications. Your transaction limits may vary depending on your payment method, verification steps you have completed, and other factors. We reserve the right to change applicable limits as we deem necessary. If you wish to raise your limits beyond the posted amounts, you may submit a request at https://help.Citigroup Global Markets.com.6.2 Enhanced Due Diligence. We may require you to submit additional information about yourself or your business, provide records, and arrange for meetings with Citigroup Global Markets staff if you wish to raise your limits ("Enhanced Due Diligence"). We reserve the right to charge you costs and fees associated with such Enhanced Due Diligence although if we intend to do so, we will notify you in advance so that you can decide whether you wish to proceed with the request. In our discretion, we may refuse to raise your limits, or we may lower your limits at a subsequent time even if you have completed Enhanced Due Diligence.
7.1 Suspension, Termination and Cancellation. We may: (a) refuse to complete, or place on hold, block, cancel or reverse a transaction you have authorised (even after funds have been debited from your Citigroup Global Markets Account), (b) suspend, restrict, or terminate your access to any or all of the Citigroup Global Markets Services, and/or (c) deactivate or cancel your Citigroup Global Markets Account with immediate effect for any reason, including but not limited to where:(A) we reasonably believe that we need to do so in order to protect our reputation;(B) we are, in our reasonable opinion, required to do so by applicable law, regulation or any court or other authority to which we are subject in any jurisdiction;(C) we reasonably suspect you of acting in breach of this Agreement;(D) we reasonably suspect you to have breached our ‘Behaviour Policy’ or our ‘Policy on Prohibited Use, Prohibited Businesses and Conditional Use’ (as set out in Appendix 1);(E) we have concerns that a transaction is erroneous or about the security of your Citigroup Global Markets Account or we suspect that the Citigroup Global Markets Services are being used in a fraudulent or unauthorised manner;(F) we suspect money laundering, terrorist financing, fraud, or any other financial crime;(G) use of your Citigroup Global Markets Account is subject to any pending litigation, investigation, or government proceeding and / or we perceive a heightened risk of legal or regulatory non-compliance associated with your Citigroup Global Markets Account activity; and / or(H) you take any action that may circumvent our controls such as opening multiple Citigroup Global Markets Accounts or abusing promotions which we may offer from time to time.We may also refuse to complete or block, cancel or reverse a transaction you have authorised where there is insufficient E-Money in your E-Money Wallet and / or insufficient Digital Currency in your Digital Currency Wallet to cover the transaction and (where applicable) associated fees at the time that we receive notification of the transaction or if your credit or debit card or any other valid payment method linked to your Citigroup Global Markets Account or Digital Currency Wallet is declined.7.2 If we refuse to complete a transaction and / or suspend, restrict or close your Citigroup Global Markets Account, and / or terminate your use of Citigroup Global Markets Services, we will (unless it would be unlawful for us to do so) provide you with notice of our actions and the reasons for refusal, suspension or closure, and where appropriate, with the procedure for correcting any factual errors that led to the refusal, suspension or closure of your Citigroup Global Markets Account. In the event that we refuse to complete a transaction and / or suspend your Citigroup Global Markets Account we will lift the suspension or complete the transaction as soon as reasonably practicable once the reasons for refusal and / or suspension no longer exist. However, we are under no obligation to allow you to reinstate a transaction at the same price or on the same terms as the suspended, reversed or cancelled transaction.We may suspend, restrict, or terminate your access to any or all of the Citigroup Global Markets Services and/or deactivate or cancel your Citigroup Global Markets Account, without reason by giving you two months’ notice. You acknowledge that our decision to take certain actions, including limiting access to, suspending, or closing your Citigroup Global Markets Account, may be based on confidential criteria that are essential for the purposes of our risk management and security protocols. You agree that Citigroup Global Markets is under no obligation to disclose the details of its risk management and security procedures to you.7.3 Consequences of Termination or Suspension. On termination of this Agreement for any reason, unless prohibited by applicable law or by any court or other order to which Citigroup Global Markets is subject in any jurisdiction, you are permitted to access your Citigroup Global Markets Account:(A) for ninety (90) days thereafter for the purposes of transferring Digital Currency out of your Digital Currency Wallet(s) and/or out of the Citigroup Global Markets Platform; and/or(B) at any point in the six-year period commencing with the date of the termination of this Agreement for the purposes of transferring E-Money out of your E-Money Wallet and/or out of the Citigroup Global Markets Platform.You are not permitted to use the Citigroup Global Markets Services or your Citigroup Global Markets Account for any other purposes during these periods and we may, at our discretion, limit the functionality of the Citigroup Global Markets Platform or access to the Site for you accordingly.If we suspend or close your Citigroup Global Markets Account or terminate your use of Citigroup Global Markets Services for any reason, we reserve the right to require you to re-complete the procedures outlined at Section 3.3 (Identity Verification) before permitting you to transfer or withdraw Digital Currency or E-Money. You may cancel your Citigroup Global Markets Account at any time by withdrawing all balances in your E-Money Wallet(s) and Digital Currency Wallet(s) and visiting: https://www.Citigroup Global Markets.com/settings/cancel. You will not be charged for cancelling your Citigroup Global Markets Account, although you will be required to pay any outstanding amounts owed to us. You authorise us to cancel or suspend any pending transactions at the time of cancellation.
8.1 Release of Citigroup Global Markets. If you have a dispute with one or more users of the Citigroup Global Markets Services (other than Citigroup Global Markets), you agree that neither we nor our affiliates or service providers, nor any of our respective officers, directors, agents, joint venturers, employees and representatives, will be liable for any claims, demands and damages (actual and consequential, direct or indirect) of any kind or nature arising out of or in any way connected with such disputes.8.2 Indemnification. You agree to indemnify us, our affiliates and service providers, and each of our, or their, respective officers, directors, agents, employees and representatives, in respect of any costs (including attorneys' fees and any fines, fees or penalties imposed by any regulatory authority) that have been reasonably incurred in connection with any claims, demands or damages arising out of or related to your breach and / or our enforcement of this Agreement (including without limitation your breach of our ‘Behaviour Policy’ or our ‘Policy on Prohibited Use, Prohibited Businesses and Conditional Use’ (as set out in Appendix 1)) or your violation of any law, rule or regulation, or the rights of any third party.8.3 Limitations of Liability. Citigroup Global Markets’s total aggregate liability to you for any individual claim or series of connected claims for losses, costs, liabilities or expenses which you may suffer arising out of, or in connection with, any breach by Citigroup Global Markets of this Agreement shall be limited to a maximum aggregate value of the combined value of the Digital Currency and E-Money on deposit in your E-Money Wallet and your Digital Currency Wallet at the time of the relevant breach by Citigroup Global Markets. Where we are considering a specific claim relating to a specific transaction this sum shall be further limited to the purchase / sale amount (as relevant) of the transaction in dispute.8.4 Limitation of loss. In addition to the liability cap at Section 8.3 (Limitations of Liability) above, in no event shall we, our affiliates or service providers, or any of our or their respective officers, directors, agents, employees or representatives, be liable for any of the following types of loss or damage arising under or in connection with this Agreement or otherwise:(A) any loss of profits or loss of expected revenue or gains, including any loss of anticipated trading profits and / or any actual or hypothetical trading losses, whether direct or indirect, even if we are advised of or knew or should have known of the possibility of the same. This means, by way of example only (and without limiting the scope of the preceding sentence), that if you claim that we failed to process a Digital Currency Transaction properly, your damages are limited to no more than the combined value of the supported Digital Currency and E-Money at issue in the transaction, and that you may not recover for any "loss" of anticipated trading profits or for any actual trading losses made as a result of the failure to buy or sell the Digital Currency;(B) any loss of, or damage to, reputation or goodwill; any loss of business or opportunity, customers or contracts; any loss or waste of overheads, management or other staff time; or any other loss of revenue or actual or anticipated savings, whether direct or indirect, even if we are advised of or knew or should have known of the possibility of the same;(C) any loss of use of hardware, software or data and / or any corruption of data; including but not limited to any losses or damages arising out of or relating to any inaccuracy, defect or omission of digital currency price data; any error or delay in the transmission of such data; and / or any interruption in any such data; and(D) any loss or damage whatsoever which does not arise directly as a result of our breach of this Agreement (whether or not you are able to prove such loss or damage).8.5 Applicable law. The limitation of liability in this Section 8 (Liability) is subject to any obligations that we have under applicable law and regulation, including our obligation to exercise reasonable care and skill in our provision of the Citigroup Global Markets Services. Nothing in this Agreement shall limit our liability resulting from our fraud or fraudulent misrepresentation, gross negligence, deliberate misconduct, for death or personal injury resulting from either our or our subcontractors’ negligence.8.6 No Warranties. The Citigroup Global Markets Services, the Citigroup Global Markets Platform and the Site are provided on an "as is" and "as available" basis, with no further promises made by us around availability of the Citigroup Global Markets Services. Specifically, we do not give any implied warranties of title, merchantability, fitness for a particular purpose and/or non-infringement. We do not make any promises that access to the Site, any of the Citigroup Global Markets Services, or any of the materials contained therein, will be continuous, uninterrupted, timely, or error-free.We make no representations about the accuracy, order, timeliness or completeness of historical Digital Currency price data available on the Site. Any materials, information, view, opinion, projection or estimate presented via the Site is made available by Citigroup Global Markets for informational purposes only, and is subject to change without notice. You must make your own assessment of the relevance, timeliness, accuracy, adequacy, commercial value, completeness and reliability of the materials, information, view opinion, projection or estimate provided on the Site and/or the Site. Accordingly, no warranty whatsoever is given by Citigroup Global Markets and no liability whatsoever is accepted by Citigroup Global Markets for any loss arising whether directly or indirectly as a result of you acting on any materials, information, view, opinion, projection or estimate provided in or made available through the Site and/or the Site.The Citigroup Global Markets Services, Citigroup Global Markets Platform and Site are not intended to provide specific investment, tax or legal advice or to make any recommendations about the suitability of any investments or products for any particular investor. You should seek your own independent financial, legal, regulatory, tax or other advice before making an investment in the investments or products. In the event that you choose not to seek advice from a relevant adviser, you should consider whether the investment or product is suitable for you.We will make reasonable efforts to ensure that Digital Currency Transactions, requests for debits and credits involving Digital Currency Wallets, E-Money Wallets, bank accounts, credit and debit cards are processed in a timely manner but Citigroup Global Markets makes no representations or warranties regarding the amount of time needed to complete processing which is dependent upon many factors outside of our control. We will make reasonable efforts to ensure that requests for electronic debits and credits involving bank accounts, credit cards, and cheque issuances are processed in a timely manner, but we make no representations or warranties regarding the amount of time needed to complete processing which is dependent upon many factors outside of our control.Except for the express statements set forth in this Agreement, you hereby acknowledge and agree that you have not relied upon any other statement or understanding, whether written or oral, with respect to your use and access of the Citigroup Global Markets Services and Site.8.7 No Liability for Breach. We are not liable for any breach of the Agreement, including delays, failure in performance or interruption of service, where they arise directly or indirectly from abnormal and unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all effects to the contrary, nor are we liable where the breach is due to the application of mandatory legal rules.
9.1 Access & Availability. Access to Citigroup Global Markets Services may become degraded or unavailable during times of significant volatility or volume. This could result in limitations on access to your account or the Citigroup Global Markets Services, including the inability to initiate or complete transactions and may also lead to support response time delays.(A) although we strive to provide you with excellent service, we do not guarantee that the Site or other Citigroup Global Markets Services will be available without interruption and we do not guarantee that any order will be executed, accepted, recorded, or remain open or that your account will be accessible; and(B) please note that our customer support response times may be delayed, including during times of significant volatility or volume, especially for non-trust and safety issues.Under no circumstances shall Citigroup Global Markets be liable for any alleged damages arising from service interruptions, delays in processing transactions, or lack of timely response from Citigroup Global Markets customer support.9.2 Website Accuracy. Although we intend to provide accurate and timely information on the Site, the Site (including, without limitation, the Content (as defined below)) may not always be entirely accurate, complete or current and may also include technical inaccuracies or typographical errors.In an effort to continue to provide you with as complete and accurate information as possible, information may, to the extent permitted by applicable law, be changed or updated from time to time without notice, including without limitation information regarding our policies, products and services. Accordingly, you should verify all information before relying on it, and all decisions based on information contained on the Site are your sole responsibility and we shall have no liability for such decisions.Links to third party materials (including without limitation any websites) may be provided as a convenience but are not controlled by us. You acknowledge and agree that we are not responsible for any aspect of the information, content, or services contained in any such third party materials accessible or linked to from the Site.
10.1 Contact Citigroup Global Markets. If you have any feedback, questions, or complaints, contact us via our ‘Customer Support’ webpage at https://help.Citigroup Global Markets.com. When you contact us please provide us with your name, email address, and any other information that we may need to identify you, your Citigroup Global Markets Account, and the transaction on which you have feedback, questions, or complaints.10.2 Complaints. If you have a dispute with Citigroup Global Markets, you agree to contact our support team in the first instance to attempt to resolve such dispute. If we cannot resolve the dispute through our support team, you and we agree to use the complaints process set out in this Section 10.2. You agree to use this process before commencing any action as set out in Section 10.4. If you do not follow the procedures set out in this Section 10.2 before pursuing action under Section 10.4, we shall have the right to ask the relevant court/authority to dismiss your action/application unless and until you complete the following steps:In the event of a complaint which has not been resolved through your contact with Citigroup Global Markets Support, please use our complaint form to set out the cause of your complaint, how you would like us to resolve the complaint and any other information you believe to be relevant. The complaint form can be found on the Citigroup Global Markets support pages, help.Citigroup Global Markets.com or can be requested from Citigroup Global Markets Customer Support. We will acknowledge receipt of your complaint form after you submit it. A customer complaints officer (an "Officer") will consider your complaint. The Officer will consider your complaint without prejudice based on the information you have provided, and any information provided by Citigroup Global Markets.Within 15 business days of our receipt of your complaint the Officer will address all points raised in your complaint by sending you an email ("Resolution Notice") in which the Officer will: (i) offer to resolve your complaint in the way your requested; (ii) make a determination rejecting your complaint and set out the reasons for the rejection; or (iii) offer to resolve your complaint with an alternative solution. In certain circumstances, if the Officer is unable to respond to your complaint within 15 business days, the Officer will (unless prohibited by applicable law) send you a holding reply indicating the reasons for a delay in answering your complaint and specifying the deadline by which the Officer will respond to your complaint (which will be no later than 35 business days from our receipt of your complaint).Any offer of resolution made to you will only become binding on us if accepted by you. An offer of resolution will not constitute any admission by us of any wrongdoing or liability regarding the subject matter of the complaint.10.3 If we have not been able to resolve your complaint via the complaint process set out in Section 10.2 above, you may escalate your complaint via the dispute processes set out in Sections 10.4(A) to 10.4(B) below as applicable to you.