01 — Scope
Who these terms bind
These Terms and Conditions govern the use of the TrustyEU Institute website, the client portal, and any recovery, investigation or custody service offered by TrustyEU (the "Firm"). By submitting a case inquiry, signing an engagement letter, or accessing the client portal, you (the "Client") confirm that you have read, understood and accepted these terms in full.
02 — Eligibility
Who we work with
Recovery services are available to natural persons over the age of eighteen and to legal entities lawfully constituted in their jurisdiction. The Firm reserves the right to decline or terminate an engagement without providing a reason, including where the case falls outside our area of competence, where regulatory conflicts arise, or where the requested action would breach applicable law or our internal compliance policies.
03 — Engagement
How a case is formed
A binding engagement only exists once the Firm has issued a feasibility report, the Client has signed the corresponding engagement letter, and any agreed retainer has been received. The intake submitted through the website does not create a contractual relationship by itself and does not constitute legal advice.
04 — Fees & expenses
How we charge
Fees are set out in the engagement letter and may consist of a fixed retainer, hourly investigative time, third-party expenses, and a success fee calculated on funds actually recovered and returned to the Client. The Firm does not request, accept, or process credit-card details, banking PINs, or wallet seed phrases under any circumstances. Outstanding invoices are due within fourteen days of issuance unless otherwise agreed in writing.
05 — Custody & Security Wallet
Recovered funds
Recovered crypto-assets are routed through the TrustyEU Institute Security Wallet, a custodial environment maintained for the duration of the case. Funds remain segregated by client and are returned to a destination wallet or bank account verified through KYC. The Firm may freeze a wallet temporarily where contractual or regulatory steps remain outstanding; the Client will be informed of the reason and the steps required for release.
06 — No guarantee of recovery
Honest expectations
The recovery of stolen digital assets depends on factors outside the Firm's control, including the cooperation of third-party exchanges, the responsiveness of foreign judicial systems, and the on-chain liquidity of the assets at issue. The Firm commits to act with diligence and skill but does not — and cannot — guarantee a successful outcome in any specific case. Past results communicated by the Firm are illustrative and do not constitute a forecast.
07 — Confidentiality
Mutual obligations
Both parties undertake to keep confidential all information exchanged during the engagement, save for disclosures required by law, by a competent regulator, or for the purpose of enforcing the engagement letter. Confidentiality obligations survive the termination of the engagement.
08 — Liability
Liability and limitations
To the maximum extent permitted by Swiss law, the Firm's aggregate liability under any engagement is capped at the total fees actually paid by the Client during the twelve months preceding the event giving rise to the claim. The Firm excludes liability for indirect, consequential, or purely economic loss, save in cases of gross negligence or wilful misconduct.
09 — Termination
Ending the engagement
Either party may terminate the engagement on thirty days written notice. The Firm may terminate immediately where the Client breaches a material term, fails to pay invoices when due, or where continued engagement would expose the Firm to a regulatory or reputational conflict. Termination does not relieve the Client of fees properly accrued before the effective date.
10 — Governing law
Law and jurisdiction
These terms are governed by the substantive law of Switzerland, excluding its conflict-of-laws provisions and the United Nations Convention on the International Sale of Goods. The exclusive venue for any dispute is the competent courts of Zug, Switzerland, save where mandatory provisions of consumer law require otherwise.