Customer Service and Communication Policy

• Deliver exceptional service that builds long-term trust with B2B clients engaged in commercial operations.
• Ensure clients receive complete, understandable information about services, fees, risks, rights, and obligations.
• Facilitate efficient, secure, and accessible interaction at every stage of the client journey.

All client communications (written, verbal, or electronic) will adhere to the following standards:

• Clear and accessible: Written in plain language (primarily English and Spanish), avoiding jargon unless explained.
• Accurate and transparent: Full disclosure of fees (0.2% for token transfers, 0.5% for on-ramp/off-ramp and brokerage, USD 100 per account per year for custody), risks, terms, and any material changes.
• Timely: Standard inquiries answered within 24 business hours; urgent matters (e.g., transaction issues) within 4 hours.
• Secure and confidential: All channels use encryption and comply with AML/CFT and data-protection rules.
• Non-misleading: No exaggerated claims; all marketing and disclosures will be fair and balanced.

Clients may contact the Company through multiple secure and convenient channels (clearly listed in the Client Agreement and on the Company website once operational):

• Secure Client Portal: Integrated in the white-label platform – primary channel for transaction confirmations, account statements, balance reports, and real-time messaging.
• Dedicated Email: info@skfuertecapital.sv (monitored during business hours).
• Telephone Support: Direct line available 9:00 AM – 5:00 PM CST, Monday to Friday.
• Video/Conference Calls: Scheduled meetings for key corporate clients or complex queries.
• In-App Notifications: Automated alerts for transactions, balance changes, or important updates.

The channels currently in operation, together with support hours and the escalation route, are listed on our customer support & Ouvidoria page.

• Pre-onboarding and Onboarding: Clients receive a comprehensive Welcome Pack including the Client Agreement, fee schedule, risk disclosures, AML/KYC requirements, and custody terms.
• Ongoing Communication: Monthly or quarterly account statements, transaction confirmations, and proactive notifications of any service changes (minimum 30 days' notice).
• Important Updates: Material changes (e.g., new assets, fee adjustments, or regulatory updates) will be communicated in writing with clear explanations and client consent where required.
• Educational Materials: Periodic webinars or guides on stablecoin usage, best practices for corporate treasury, and risk management.

• Routine requests: 24–48 hours.
• Complex or high-value queries: Maximum 5 business days with interim updates.
• All interactions are logged for audit and compliance purposes.

• All staff receive mandatory training on this policy upon onboarding and annually.
• The AML/Compliance Officer monitors communication quality through random reviews and client feedback surveys.
• Key metrics (response times, client satisfaction scores, communication volume) are tracked monthly and reported to the Board as part of KPI oversight (Section 6).

The Board of Directors holds ultimate accountability. Day-to-day implementation is overseen by the DASP Director and AML/Compliance Officer, with support from the Customer Service Lead. This policy works in tandem with the Customer Complaints Handling Policy to ensure seamless client experience.

By maintaining this robust Customer Service and Communication Policy, SK FUERTE CAPITAL, S.A. de C.V. fulfils its obligations under Article 22 LEAD and reinforces its position as a trusted partner for corporate digital asset services in El Salvador.

Approved by the Board of Directors.

This policy should be read together with our Platform & Operating Policy, our Terms and Conditions of Use and the Essential Information Prospectus.