User Guide for Handling Asset Loss Due to Incorrect Deposit/Withdrawal Information

Dear CoinCola Users:

Due to the technical characteristics of blockchain asset transfers, such as irreversibility and anonymity, CoinCola solemnly reminds you: Before conducting any deposit or withdrawal operation, please carefully verify the currency, network (Chain), and address information, and proceed only after confirming everything is correct.

Although asset loss caused by user operational errors is the user's personal responsibility, adhering to our "user-first" service philosophy, CoinCola is willing to do our utmost to assist you in recovering assets within the scope of technical feasibility. Since the recovery process involves certain labor and technical costs, we will charge corresponding processing fees for different situations. If we are ultimately unable to assist in recovery, we will fully refund the processing fee you paid.

To help you understand our processing standards, we hereby publish the common operational errors and their solutions as follows:

I. Non-Recoverable Situations

To avoid asset loss, please note that due to the underlying technical characteristics of blockchain, CoinCola cannot provide recovery services for the following situations:

1. Deposit amount below minimum threshold: The platform sets a minimum deposit threshold for each digital asset. Deposits below this threshold will not be credited and cannot be recovered.
2. Unsupported currency/network:
   - Deposited a currency not supported by CoinCola platform;
   - Deposited a supported currency but used a blockchain network not supported by CoinCola.

3. Mistaken withdrawal to other platforms that has been credited: If you mistakenly withdraw coins to a different currency address on another platform due to operational error, and the blockchain shows success, we cannot control third-party platforms and cannot support recovery (unless the other platform voluntarily returns it, see details below).

    

II. Recoverable Situations and Fee Schedule

If your operational error meets the following conditions, CoinCola's technical team will attempt to assist in recovery:

1. Mistaken transfer involving platform-supported currencies and networks

• Applicable situation: The currency deposited by the user is supported by CoinCola, and the network used is also supported by CoinCola, but was mistakenly transferred to another currency address within the platform or to a different network of the same currency.
• Processing fee: 50 USDT / transaction (as labor and technical cost)

Currently supported currencies and networks by CoinCola are as follows:
 

Special note: 

1. If BSC-related tokens are mistakenly transferred to CoinCola, once the technical team verifies and confirms that the funds can be recovered, CoinCola will charge 50 USDT as labor and technical cost.
2. Regarding BTC transfers to BCH addresses, CoinCola will charge 400 USDT as manual and technical cost fees.

2. XRP deposit without Tag or incorrect Tag

• Applicable situation: When depositing XRP to CoinCola, Tag was not filled in or filled in incorrectly.
• Processing threshold: Mistaken deposit amount must be ≥ 1000 XRP to apply for processing.
• Processing fee: 5% of the total recovered amount (paid in XRP).

3. A deposit without Memo or incorrect Memo

• Applicable situation: When depositing A requires Memo, it was not filled in or filled in incorrectly.
• Processing threshold: Mistaken deposit amount must be ≥ 50 A to apply for processing.
• Processing fee: 5 A / transaction (as labor and technical cost).

4. Withdrawal to other platforms returned

• Applicable situation: User withdraws from CoinCola to another platform, and the assets are returned by the other platform to CoinCola's hot wallet due to non-compliance with the other platform's requirements.
• Processing fee: 50 USDT / transaction.

III. Recovery Application Process

If your situation meets the above "recoverable" conditions, please follow these steps to apply:

1. Contact customer service: Please initiate consultation through [Online Customer Service] on CoinCola's official website or APP.
2. Provide documentation: Please provide complete supporting materials as required by customer service (including but not limited to: account, currency and corresponding network, transaction hash TXID, deposit screenshot, etc.).
3. Pay fee: After confirming the need for recovery, you must prepay the corresponding processing fee.

4. Wait for processing: The recovery process involves multiple security verifications and wallet operations, usually requiring 2-3 weeks of processing time. Please be patient.

    

IV. Special Statement

1. Risk warning: Not all erroneous transfers can be successfully recovered. If the technical team confirms after attempting that recovery is not possible, we will refund the processing fee you paid through the original channel, but will not bear compensation liability for asset loss.

2. Disclaimer: CoinCola does not bear legal responsibility for asset losses caused by users not strictly following deposit requirements.

    

Thank you for your understanding and cooperation. We wish you pleasant trading!

CoinCola Operations Team