User Manual

1. INTRODUCTION

This Manual aims to establish the policies, rules, and procedures that govern the relationship between EL DORADO LABS PY INC (hereinafter, "El Dorado"), as well as between its other companies belonging to the corporate group, and users. The Manual elaborates on the provisions of the Terms and Conditions published in the platform: https://eldorado.io/legal/terms-and-conditions/ and its purpose is to guarantee fair, equitable and transparent treatment, as well as the adequate protection of users' rights.

2. GLOSSARY:

To help understand several of the terms used in this manual, El Dorado provides the following glossary:

• Virtual Assets: Digital representations of value that can be traded or transferred digitally and used for payment or investment purposes.
• User: Natural or legal person who has completed the registration process and uses the services offered by El Dorado.
• Platform: This refers to the website, application, or software development, regardless of its name, that allows Users to access El Dorado's Services. Its name, format, and operation may vary as El Dorado deems appropriate.
•  KYC (Know Your Customer): Process of verifying the identity of users to prevent financial crimes.
•  KYB (Know Your Business): Due diligence process that companies perform to better understand the companies with which they interact.
• KYT (Know Your Transaction): Process to monitor and analyze user transactions to detect suspicious activities, such as money laundering or terrorist financing.
•  PSAV: Virtual Asset Service Providers.
• PQRSDF: This consists of the petitions, complaints, claims, requests, reports or compliments made by the user regarding the service received.
• Terms and Conditions: Set of rules that govern the use of the services offered by El Dorado, accepted by the user at the time of registration.
• Triangulation: A suspicious financial transaction involving more than two parties to conceal the origin of funds or illicit purposes.
•  Fraud: An act of deception carried out by one User against another User of the Platform in order to commit a crime or theft against the latter's assets.
• Money laundering: Criminal activity that seeks to conceal the true illicit origin of the resources obtained by criminals through financial and non-financial operations.

3. INTERNAL USER PROTECTION RULES

El Dorado implements the following internal rules in order to comprehensively protect its users:

3.1. User Rights:

El Dorado users enjoy the following rights:

●       Right to receive clear, truthful and complete information about the services offered.

●       Right to privacy and confidentiality of your personal data.

●       Right to access services under equitable conditions and without discrimination.

●       Right to receive timely attention to inquiries, complaints and claims.

●       Right to know the terms and conditions applicable to the contracted services.

●       Right to respectful, ethical and professional treatment by El Dorado staff.

●       Right to security in the use of the platform, including anti-fraud measures and protection against unfair practices.

3.2. Protection Measures

●       User identity validation through Know Your Customer (KYC)/KYB/KYT procedures: Annex B

●       Implementation of security protocols for the handling of data and financial operations.

●       Periodic assessment of risks related to the products and services offered.

3.3. User Obligations

●       Do not provide incorrect or false information.

●       Have the legal capacity to carry out purchase, sale and remittance operations of crypto assets.

●    Allow El Dorado to deduct the Consideration from each successfully completed sales transaction, as established in the Terms and Conditions. of the platform.

●       Complete the Platform forms with truthful and reliable information.

●       Do not violate any applicable law, regulation, decree, or circular.

●    Recognize that El Dorado is not a financial services or advisory platform, committing to evaluate the risks of each transaction and make informed decisions.

●       No links to illicit activities, money laundering or terrorist financing.

●       Ensure that your resources come from legitimate activities.

●  Read and carefully comply with the terms and conditions published by each merchant in their advertisements.

●     Report to El Dorado any discriminatory or disrespectful conditions, or demands for additional fees in your cryptocurrency trading and remittance transactions.

●       Use the Platform exclusively for the purposes stipulated in the terms and conditions, and the present and future legal and regulatory rules applicable to the use of the services provided by El Dorado.

●       Use the application exclusively for private and personal purposes related to your status as a User, or to your role as Legal Representative of the Contractor.

●       Respect and ensure that others respect El Dorado's copyright and intellectual property rights.

●       Access and use the application at your own risk.

●       Use the Platform's services and content properly.

●       Establish the necessary controls to prevent third parties from operating the Platform's services.

●      Comply with the recommendations made by El Dorado regarding the way of operating and security of the Platform's services.

●   Maintain due confidentiality regarding the form, handling, functionalities and facilities of the Platform's services and content.

●     Comply with the conditions and requirements necessary to carry out operations through the Platform, such as: having sufficient funds or correct use of the system operation, providing complete information in the forms and applications, avoiding damage to data transmission systems and avoiding omissions or actions that harm the use of the application.

●      Acquire and manage the necessary means of communication to use the services and content of the Platform and have the physical devices that allow you to receive or transmit via the internet the information provided herein.

●    Acquire and maintain at your own cost and expense all equipment and means of communication necessary to use the Platform; likewise, El Dorado will not be responsible for the availability or reliability of such equipment or means of communication.

●       Keep the technological means and systems required to access the Platform up to date, for its proper functioning.

●    Keep web browsers updated for proper functioning and display of content and services on the Platform.

●       Use the Platform's services for your personal and non-transferable use.

●       Access the Platform through a secure site.

4. INTERNAL PROTECTION RULES BETWEEN USERS

El Dorado implements the following internal rules in order to comprehensively protect transactions carried out between Users through the Platform:

4.1. Obligations between Users:

El Dorado users must conduct themselves respectfully, loyally, and transparently in their relationships and interactions within the Platform, especially when these involve peer-to-peer transactions. In this regard, the following obligations are established:

●       Act in good faith and honesty in all operations carried out.

●       Do not mislead, deceive or confuse other users about the terms of a transaction.

●   Respect the agreements made between parties, complying with the agreed terms without delays or breaches.

●       Do not use the platform to harass, threaten, or harm other users.

●   Refrain from deceptive practices, fraud, scams, price manipulation or other conduct contrary to the principles of integrity.

●       Report any incident or suspicion of irregular conduct by another user to El Dorado in a timely manner.

●       Do not in any way suggest to users that they should conduct transactions outside of the Platform.

●    Clearly indicate in your ads when you are acting as an ad creator, including terms and conditions information, and these cannot be discriminatory in any way.

Failure to comply with these obligations may result in sanctions from El Dorado, including the suspension or cancellation of accounts, without prejudice to any applicable legal action.

5. POLICIES FOR FAIR TREATMENT OF THE USER

El Dorado is committed to applying principles of fair treatment to its users, based on:

●     Transparency: All contractual and commercial information is available in clear and understandable language.

●      Fairness: No discriminatory or abusive practices are applied. All users have equal access to products and services.

●       Diligence: Timely, professional and efficient attention is guaranteed to all user requests and needs.

●    Responsibility: Adequate advice and support are provided to enable the user to make informed decisions.

6. INTEGRITY AND ABUSE PREVENTION IN VIRTUAL ASSET TRADING

In order to ensure a safe, transparent and manipulation-free environment for trading Virtual Assets, El Dorado implements the following provisions:

6.1. Actions Prohibited by the User:

Users are prohibited from performing any of the following actions:

●     Disclose and make known to third parties your password, if applicable according to the security procedures defined by El Dorado.

●      Allowing third parties to operate the Platform's services and content through the use of the security mechanisms assigned through the application and other transactional means.

●      To assign, nor to be substituted by third parties in the exercise of the rights and commitments that it assumes.

●      To license, sell, resell, re-license, assign, distribute, advertise, exploit or derive any commercial benefit from the brand, tools or any element of intellectual property of El Dorado.

●       Modify or create works based on the software, parts of the software, or the El Dorado brand.

●     Creating links, mirroring El Dorado's services, or providing the service to third parties outside of the application.

●      Reproducing, duplicating, copying, selling, reselling, licensing, distributing, marketing, modifying, adapting, translating, decompiling, disassembling, or violating the Platform's technological security measures for any purpose, either by oneself or through third parties, is prohibited.

●     To perform “reverse-engineering” (disassemble the Platform into its components to understand its operation, even if for academic and/or non-profit purposes).

●      Reproducing, duplicating, copying, representing, transforming, modifying, adapting, communicating to the public, selling, licensing, reselling, distributing, marketing, by any means or procedure; or using the content of the Platform on another website, mobile or any computer or digital environment.

●   To suppress, circumvent, manipulate or violate in any way or by any procedure the technological protection measures of the Platform.

●       Collect, gather or process in any way the Personal Data of Platform Users, and any other information included on the Platform, whether manually or through any technological means, including the use of robots, spiders or any other manual or automatic device or process to retrieve, index or extract data and information.

●    To use, either directly or through an intermediary, Personal Data or any other type of information found on the Platform, for commercial or non-commercial purposes, including but not limited to uses such as: distributing, reproducing, copying, transmitting, broadcasting, modifying, transforming, communicating to the public, making reports, creating a database, selling, licensing, renting, sending unsolicited messages or spam, and regardless of the purpose.

●       Using any type of tool or technological device that may overload, impair, disable or cause damage to El Dorado's servers and technology, or that prevents the normal use or enjoyment of the Platform by Users.

●     Defame, abuse, harass, stalk, threaten or otherwise violate the legal rights of El Dorado and other Platform Users, including copyright and other intellectual property rights.

●    Transmit or make available in connection with the Platform, any virus, worm, Trojan horse, time bomb, web bug, spyware, or any other computer code, file or program that may or is intended to cause computer damage or to hack the operation of any hardware, software, or telecommunications equipment or for any other actual or potentially harmful, damaging or invasive purpose.

●     Using the Platform, its services or content for non-personal or commercial purposes without the prior and express authorization of El Dorado.

●    Infringing copyright or any other intellectual property rights of El Dorado or any User of the Platform, with any of their actions within it.

●      Using the content of El Dorado for purposes or effects contrary to those established here and in the Terms and Conditions of the platform, or contrary to the law, morality, generally accepted good customs and/or public order.

●   Engaging in any activity that interferes with or disrupts the services or servers and networks connected to the Platform.

●       To damage or delay the operation of the Platform.

●       Issuing orders that destabilize the normal operation of the platform.

●       To generate false or misleading signals about supply, demand, or prices.

●       Artificially manipulating the price of Virtual Assets.

●       Disseminate false, inaccurate or biased information.

●       Using privileged information to gain undue advantages.

6.2 . Measures Implemented:

●       Development of automated monitoring of suspicious transactions

●       Early warning system for unusual behavior.

●       Mechanisms for reporting and sanctioning incidents related to illegal activities.

●       Ongoing staff training on ethical practices and regulatory compliance.

7. PUBLIC RELATIONS OFFICER

El Dorado has appointed a person responsible for ensuring proper service to its users. This Public Relations Officer's duties include:

●       Addressing user questions, concerns, and complaints.

●       Monitor the quality and response times of the customer service channels.

Direct contact channel:

●       Email: support.admin @eldorado.i o. 

●       This channel is available on the institutional website and/or in the mobile application, in a visible and accessible manner.

8. HANDLING OF PETITIONS, COMPLAINTS, CLAIMS, REQUESTS, REPORTS AND COMPLIMENTS

8.1. Procedure for Handling “PQRSDF”

Complaints, claims, requests, suggestions, and requests (PQRSDF) related to the Platform Services may be submitted through the El Dorado website, using the "Complaints and Claims" button, and will be handled as follows:

●       Users or third parties, upon identification, may submit their claims free of charge.

●       El Dorado will assign a number to your claim (ticket), which will be communicated to you through the channel they deem appropriate.

●       El Dorado may transfer the PQRSDF to a third party if it concerns information or services not provided directly.

●       If the answer corresponds to El Dorado, we will respond within fifteen (15) business days from its receipt.

8.2. Principles of the Procedure

●       Impartiality

●       Transparency

●       Readiness

●       Confidentiality 

9. SUPPLEMENTARY PROVISIONS OF THE TERMS AND CONDITIONS

According to El Dorado's Terms and Conditions:

●       Access to the platform implies acceptance of the published terms.

●       Use of the services is conditional upon verification of identity and compliance with applicable regulations.

●       El Dorado may suspend or cancel access in case of violation of the terms or suspicious activities.

●       The user is responsible for safeguarding their access credentials.

●       The use of the platform for illegal or unauthorized activities is prohibited.

●       El Dorado may modify the terms after notifying users.

10. HANDLING OF PERSONAL DATA

El Dorado will process the personal data of its users only for the purposes required for the optimal provision of its services through the Platform; always maintaining the confidentiality of said data and fully complying with the provisions contained in the company's personal data processing policy, which can be consulted through the following link: https://eldorado.io/legal/privacy-policy/

10.1. DISCLOSURE OF INFORMATION TO THIRD PARTIES IN EXCEPTIONAL CASES

In accordance with current regulations and its Terms and Conditions, El Dorado may provide personal or financial information of its users to competent authorities or authorized third parties, provided there is a formal and legal request from a judicial, administrative or regulatory authority, in the following events:

●       When unusual, suspicious or potentially illegal transactions are detected, including but not limited to: fraud, money laundering or financial triangulation.

●       Within the framework of investigations related to information security, consumer protection or prevention of financial crimes.

In all cases, El Dorado guarantees that such disclosure:

●       It will be carried out in strict compliance with applicable laws.

●       It will be limited to the information strictly necessary for compliance with the legal or regulatory requirement.

●       It will be properly documented to ensure traceability and control of the shared information.

The disclosure of the aforementioned information will be carried out using the incident report format previously defined by El Dorado: EL DORADO INCIDENT REPORT FORMAT

11. PROCEDURE FOR HANDLING DISPUTES BETWEEN USERS:

Users can initiate a dispute if they believe there is a disagreement regarding a transaction. To do so, they must contact El Dorado's support team and explain their situation.

The Dispute Resolution team will request proof of payment, screenshots, chat messages, and any other evidence that may help resolve the dispute.

Resolution criteria for the advertiser:

1. The advertiser duly made the payment to the agreed account according to the instructions provided.
2. The party that initiated the dispute does not provide conclusive evidence that it did not receive payment.
3. The party that initiated the dispute is not responding to communications.

El Dorado may resolve or cancel a disputed transaction in favor of either party, considering, among other things, that:

1. The advertiser did not make the full payment.
2. The advertiser sent a fake receipt.
3. The payment was made without following the established terms and conditions.
4. An unsupported or different payment method than the one agreed upon was used.
5. One of the parties acted with the intention of withholding funds sent that did not comply with what was agreed.

The process of gathering information and evidence can take up to 48 hours, depending on the complexity of the case.

Appeals process regarding El Dorado's decision on the dispute: If the User does not agree with the resolution of the dispute, they may appeal it by contacting: support.admin@eldorado.io  within the next 3 business days, providing the necessary information and evidence; said appeal will be resolved by a third party previously defined by El Dorado in order to guarantee the impartiality of such process.

The third party will have 10 business days to verify the case, starting from the business day following the submission of the appeal by the User.

12.  SPECIFIC PROVISIONS BY PRODUCT:

Each user of the platform must also comply with the specific provisions applicable to each of the El Dorado products and services that they use through the platform.

The specific conditions of each product will be complementary to the General Terms and Conditions and the general conditions of the service, and will not be understood as excluding or replacing them, unless expressly stated otherwise.

Likewise, each product or service used by the user will be subject to the provisions of this User Manual in all that is applicable to it.

13. FINAL PROVISIONS

This Manual forms an integral part of the user relationship framework and should be read in conjunction with the Terms and Conditions. Its content may be updated by El Dorado to comply with current regulations and industry best practices.

Last updated : February 13, 2026.