MTB
FINANCIAL LTD
MTB FINANCIAL LTD
TERMS AND CONDITIONS
MTB App · MTB Wallet and MTB Card · Version 2.0
1. ABOUT THESE TERMS AND WHO WE ARE
These Terms and Conditions (the Terms) govern your use of the MTB mobile application, the MTB website at mtbfinancialgroup.com and the services available through them, namely the MTB Wallet and the MTB Card (together, the App). The App is operated by MTB Financial Ltd (MTB, we, us), a corporation incorporated under the Business Corporations Act (Alberta), registered office 191 Ordze Ave, Sherwood Park, Alberta, Canada T8B 1M6, contact info@mtbfinancialgroup.com.
By creating an account, downloading or using the App you enter into a binding agreement with MTB consisting of these Terms, the MTB Privacy Policy, the MTB Card Fee Schedule and Agreement, the Cardholder Agreement of the issuing bank and any product-specific terms shown in the App (together, the Agreement). If you do not agree, do not use the App.
2. DEFINITIONS
Wallet means the MTB Wallet, a self-custodial software wallet made available under licence from Nemi Holdings Inc. Passkey means the device-bound credential, unlocked by your biometrics or PIN, that authorises wallet operations. Recovery Password means the password known only to you that allows the Wallet to be restored on a new device. Virtual Asset means a digital representation of value recorded on a blockchain, including stablecoins such as USDT and USDC. Supported Network means a blockchain network the App supports from time to time. Network Fee means the fee charged by a blockchain network to process a transaction. Card means the MTB Card, a prepaid Mastercard issued by the issuing bank named in the Cardholder Agreement. Third-Party Service means any fiat on-ramp, off-ramp, swap, exchange or other service offered within the App by a party other than MTB.
3. ELIGIBILITY
You may use the App only if you: (a) are at least 18 years old and have full legal capacity; (b) are acting for yourself and not on behalf of another person; (c) are not a citizen, permanent resident or tax resident of, and do not reside in, the United States of America or Canada; (d) are not located in, or ordinarily resident in, a jurisdiction MTB has designated as restricted; (e) are not subject to sanctions administered by Canada, the United Nations, the United States, the European Union or the United Kingdom, and are not owned or controlled by such a person; and (f) have not previously been suspended or removed from the App. The App is currently offered to residents of Latin America and other markets MTB designates from time to time.
4. SELF-CUSTODY
The Wallet is self-custodial. Your Passkey is generated and stored on your device and your Recovery Password is known only to you. MTB, Nemi and the wallet-infrastructure provider never hold, receive or have access to your Passkey, your Recovery Password or your Virtual Assets and cannot move, freeze or recover them. If you lose access to your device and your Recovery Password, your Virtual Assets will be permanently inaccessible. Blockchain transactions are final: once you authorise a transaction it cannot be cancelled, reversed or refunded by MTB or anyone else. Verify every recipient address, network and amount before confirming.
5. WALLET FEATURES AND SCOPE
The Wallet allows you to create or restore a wallet, send and receive supported Virtual Assets on Supported Networks, and view balances read from public blockchains. MTB may add or withdraw support for any asset or network at any time; withdrawal of support does not affect your ability to access those assets with another compatible wallet. Fiat on-ramps, off-ramps and swaps are Third-Party Services governed by Section 8.
6. IDENTITY VERIFICATION
No identity verification (KYC) is required to create a wallet or to send and receive Virtual Assets. New accounts go through an internal activation review to prevent spam, fraudulent sign-ups and abuse. Identity verification is required by law and by our partners before you can activate an MTB Card or fund it from an MTB custodial-trust, wealth-liquidation or inheritance-distribution account, and Third-Party Services apply their own verification.
7. MTB CARD
Issuer. The Card is issued by the issuing bank named in the Cardholder Agreement under licence from Mastercard International. MTB is the program manager and distributor; MTB is not a bank and does not hold deposits. Funds loaded to the Card are held by the issuing bank or its program bank under the Cardholder Agreement.
Prepaid. The Card allows you to spend only the funds loaded to it; it provides no credit and no overdraft. Loads are accepted only from sources approved by MTB and its partners. Fees, limits and foreign-exchange terms are set out in the MTB Card Fee Schedule and Agreement, which you accept before activation.
Unauthorised transactions. Review your transaction history regularly and report a lost or stolen Card or any unrecognised transaction immediately through the App and in any case within 60 days. Your liability for unauthorised use is governed by the Cardholder Agreement.
8. FEES
Network Fees are paid to the relevant blockchain, not to MTB, and are non-refundable. MTB does not charge a fee for the Wallet itself. Card fees are set out in the Fee Schedule. Any other service fee is disclosed in the App before you confirm the transaction. MTB will give at least 21 days’ notice of any fee increase or adverse change.
9. THIRD-PARTY SERVICES, NETWORKS AND STABLECOINS
Third-Party Services are provided by independent parties under their own terms, which you accept before using them. MTB does not control, endorse or guarantee their availability, pricing, performance or compliance. Blockchain networks and stablecoins are operated and issued by third parties; MTB does not guarantee that any network will function or that any stablecoin will maintain its peg or be redeemable.
10. YOUR RESPONSIBILITIES AND ACCEPTABLE USE
You will: (a) keep your device, Passkey, PIN, Recovery Password and Card credentials secure and confidential; (b) verify every transaction before confirming it; (c) comply with the laws of your country of residence, including tax reporting obligations relating to Virtual Assets and Card use; and (d) provide accurate information and keep it updated. You will not use the App: for any unlawful purpose or in breach of sanctions or export controls; to launder money, finance terrorism or evade taxes; for gambling, adult content, unlicensed pharmaceuticals, weapons, narcotics or other activity restricted by MTB, the issuing bank or Mastercard; on behalf of a third party without disclosure and MTB’s approval; to reverse-engineer, scrape, interfere with or circumvent the App; or with false, stolen or borrowed identity documents.
11. COMPLIANCE, SANCTIONS AND MONITORING
MTB maintains anti-money-laundering, counter-terrorist-financing and sanctions controls consistent with the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (Canada) and with the requirements of its issuing-bank, card-network and custodial partners. Wallet addresses and transactions interacting with our infrastructure may be screened with blockchain-analytics tools; Card transactions are monitored by MTB and the issuing bank. Where a sanctions match, high-risk indicator or legal requirement arises, MTB may restrict or suspend access to the App, the Card or Third-Party Services, retain Card funds during a review, and report to the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) or other authorities without notice to you. No such measure affects your custody of Virtual Assets held in the Wallet.
12. INTELLECTUAL PROPERTY
The App, its content, trademarks and underlying technology are owned by MTB or its licensors, including Nemi Holdings Inc. MTB grants you a personal, non-exclusive, non-transferable, revocable licence to install and use the App on a device you own or control for your personal use. All other rights are reserved. Open-source components are licensed under their own terms, listed in the App.
13. APP STORES
If you obtain the App from the Apple App Store or Google Play, you acknowledge that: (a) the Agreement is between you and MTB only, not with Apple Inc. or Google LLC (the App Store Provider); (b) MTB, not the App Store Provider, is solely responsible for the App and its content, maintenance, support and for any warranty, product-liability, intellectual-property or legal-compliance claim; (c) the App Store Provider has no obligation to provide maintenance or support; (d) if the App fails to conform to an applicable warranty, you may notify the App Store Provider, which may refund the purchase price, if any, and has no other warranty obligation; (e) you represent that you are not located in a country subject to a U.S. Government embargo and are not on any U.S. Government restricted-party list; (f) you will comply with the App Store Provider’s terms of service; and (g) the App Store Provider and its subsidiaries are third-party beneficiaries of the Agreement and may enforce it against you.
14. RISK DISCLOSURE
Virtual Assets are volatile and may lose all value. Transactions are irreversible. Stablecoins depend on their issuer and reserves and may lose their peg. Smart contracts and networks may contain defects or be attacked. Regulation of Virtual Assets is changing and may affect your ability to use the App. You use the Wallet at your own risk. Nothing in the App is investment, legal, tax or financial advice, and MTB does not recommend any Virtual Asset.
15. DISCLAIMERS
The App is provided “as is” and “as available”. To the fullest extent permitted by law, MTB, Nemi, the issuing bank and their affiliates disclaim all conditions and warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement and uninterrupted or error-free operation. Nothing in these Terms limits rights you have under mandatory consumer-protection law in your country of residence.
16. LIMITATION OF LIABILITY
To the fullest extent permitted by law, MTB, Nemi and their directors, officers, employees and agents are not liable for indirect, incidental, special, consequential or punitive damages, or for loss of profits, data, Virtual Assets or goodwill, arising from the Agreement or the App, however caused, and in particular for: loss of a Passkey, Recovery Password or device; transactions sent to a wrong address or network; failures of blockchain networks, stablecoin issuers or Third-Party Services; unauthorised access resulting from your failure to secure your device or credentials; or actions taken to comply with law. MTB’s aggregate liability for claims relating to the Card is limited to the amount of the disputed transaction, and for all other claims to the greater of USD 100 and the fees you paid to MTB in the 12 months before the claim. Nothing in the Agreement excludes liability that cannot be excluded under applicable law.
17. INDEMNIFICATION
You will indemnify and hold harmless MTB, Nemi, the issuing bank and their affiliates from any claim, loss, liability or expense, including reasonable legal fees, arising from your breach of the Agreement, your violation of law or the rights of a third party, or your use of the App.
18. SUSPENSION, TERMINATION AND ACCOUNT DELETION
You may stop using the App at any time and may delete your account from Settings › Account › Delete account or by email as described on our Account deletion page. Before deletion, Wallet balances above the minimum withdrawable amount must be withdrawn and any remaining Card balance is returned to the account it was funded from. MTB may suspend or terminate your access where it reasonably believes the Agreement has been breached, where a transaction presents fraud, sanctions or money-laundering risk, or where required by law, a regulator or a partner, and otherwise on 30 days’ notice. Suspension or termination does not affect your custody of Virtual Assets, which remain accessible through any compatible wallet using your Recovery Password. Certain records are retained after termination as described in the Privacy Policy.
19. ELECTRONIC COMMUNICATIONS
You consent to receive notices, disclosures, statements and agreements electronically through the App, by email or by push notification, and agree that electronic delivery satisfies any legal requirement for writing. Marketing communications are sent only with your express consent under Canada’s Anti-Spam Legislation and can be stopped at any time.
20. CHANGES TO THESE TERMS
MTB may amend the Agreement by publishing the revised version in the App and, for material or adverse changes, giving at least 21 days’ notice. Continued use after the effective date constitutes acceptance. If you do not accept a change, stop using the App and delete your account before the effective date. Changes do not affect mandatory consumer rights.
21. GOVERNING LAW AND JURISDICTION
The Agreement is governed by the laws of the Province of Alberta and the federal laws of Canada applicable in Alberta. Subject to any mandatory consumer-protection law of your country of residence that grants you a different forum, you and MTB submit to the exclusive jurisdiction of the courts of Alberta, Canada. Either party may instead elect binding arbitration administered by the ADR Institute of Canada, seated in Calgary, Alberta, in English, before one arbitrator. Claims must be brought individually; class or representative proceedings are waived to the extent permitted by law.
22. COMPLAINTS AND CONTACT
Contact info@mtbfinancialgroup.com. MTB acknowledges complaints within 5 business days and responds within 30 days. Card complaints MTB cannot resolve are escalated to the issuing bank under the Cardholder Agreement. You may also contact the consumer-protection or data-protection authority in your country of residence, or the Office of the Privacy Commissioner of Canada for privacy matters.
23. GENERAL
Entire agreement. The Agreement is the entire agreement between you and MTB regarding the App. Severability. If any provision is unenforceable, the remainder continues in effect. No waiver. Failure to enforce a provision is not a waiver. Assignment. You may not assign the Agreement; MTB may assign it to an affiliate or successor on notice. Force majeure. MTB is not liable for delay or failure caused by events beyond its reasonable control, including network outages, acts of government or third-party failures. Language. These Terms are written in English; a Spanish version is provided for convenience and, for residents of Spanish-speaking countries where local law so requires, governs. Survival. Sections 4, 11, 12 and 14 to 23 survive termination.
MTB Financial Ltd · 191 Ordze Ave, Sherwood Park, Alberta, Canada T8B 1M6 · info@mtbfinancialgroup.com · www.mtbfinancialgroup.com
NOTICE
MTB Financial Ltd is not a bank, trust company or securities dealer and is not a member of the Canada Deposit Insurance Corporation. No government, regulator or public body guarantees the value of any Virtual Asset or accepts responsibility for losses arising from its use. Funds loaded to the MTB Card are held by the issuing bank under the Cardholder Agreement and are not deposits with MTB.
MTB App · MTB Card and MTB Wallet · Version 1.0
1. ABOUT THESE TERMS
These Terms and Conditions (the Terms) govern your access to and use of the MTB mobile application, the MTB web platform and the services made available through them (together, the App), operated by MTB Financial Ltd., a corporation incorporated under the Business Corporations Act (Alberta), Canada (MTB, we, us).
By creating an account, accessing the App or using any Service you agree to be bound by these Terms, the MTB Privacy Policy, the MTB Card Fee Schedule and Agreement, and any product-specific terms presented to you in the App (together, the Agreement). If you do not agree, do not use the App.
The App gives access to two distinct services: (a) the MTB Card, a prepaid Mastercard program; and (b) the MTB Wallet, a non-custodial digital-asset wallet. Sections 5 and 6 explain how each works and how responsibility is allocated.
Where these Terms and a product-specific document conflict, the product-specific document prevails for that product.
2. ELIGIBILITY
You may use the App only if you:
(a) are at least 18 years old and have full legal capacity;
(b) are not a citizen, permanent resident or tax resident of, and do not reside in, the United States of America or Canada;
(c) are not located in, organised under the laws of, or ordinarily resident in a jurisdiction listed in the MTB Restricted Jurisdictions Schedule, as updated from time to time;
(d) are not the subject of sanctions administered by Canada, the United Nations, the United States (OFAC), the European Union or the United Kingdom, and are not owned or controlled by any such person; and
(e) have not previously been suspended or removed from the App.
MTB may require identity verification (KYC) before activating a Service and may refuse, limit or discontinue any Service at its discretion where verification cannot be completed or where required by law, by an issuing bank or by a program partner.
3. YOUR ACCOUNT
You must provide accurate, current and complete information when registering and keep it updated. You may hold only one account. You are responsible for all activity that occurs under your credentials, including biometric login enabled on your device, and for keeping your device, passwords and security codes confidential. Notify us immediately through the App if you suspect unauthorised access.
Your account and any Service may be suspended, restricted or closed where MTB reasonably believes that the Agreement has been breached, that the account is being used for a prohibited purpose, that a transaction presents fraud, sanctions or money-laundering risk, or where required by law, a regulator, an issuing bank or a program partner. MTB may retain funds or restrict transactions during a review for as long as reasonably necessary.
4. IDENTITY VERIFICATION AND COMPLIANCE
MTB and its program partners operate anti-money-laundering, counter-terrorist-financing and sanctions controls consistent with Canadian law, including the Proceeds of Crime (Money Laundering) and Terrorist Financing Act, and with the requirements of the issuing bank and card network.
You agree to provide identification documents, proof of address, source-of-funds information and any other information reasonably requested, and you consent to verification of that information against third-party and government sources and to ongoing monitoring of your transactions.
MTB may report transactions or activity to regulators or law-enforcement authorities where required by law and may do so without notice to you.
5. MTB CARD (PREPAID CARD)
Issuer and role of MTB. The MTB Card is issued by the issuing bank identified in the Cardholder Agreement (the Issuer) pursuant to a licence from Mastercard International. MTB acts as program manager and distributor. MTB is not a bank and does not hold deposits. Funds loaded to your card are held by the Issuer or its program bank in accordance with the Cardholder Agreement; MTB does not guarantee those funds.
Cardholder Agreement and fees. Use of the MTB Card is governed by the Issuer’s Cardholder Agreement and the MTB Card Fee Schedule and Agreement, which you accept separately before activation. All fees are deducted from your card balance.
Prepaid nature. The card allows you to spend only the funds loaded to it. It provides no credit and no overdraft. Transactions exceeding the available balance will be declined.
Loading funds. Loads are accepted only from sources approved by MTB and its partners, including balances held in an MTB custodial trust account, wealth-liquidation or inheritance-distribution proceeds administered by MTB, and other approved accounts. MTB may reject or reverse a load that fails compliance review.
Foreign currency. Transactions in a currency other than U.S. dollars are converted at the Mastercard network rate in effect on the processing date, plus the foreign-transaction fee set out in the Fee Schedule.
Limits. Load, balance, purchase and ATM limits apply and are set out in the Fee Schedule. MTB may adjust limits for compliance or security reasons.
Unauthorised transactions and errors. Review your transaction history regularly. Report a lost or stolen card, or any transaction you do not recognise, immediately through the App and in any case within 60 days of the transaction date. Your liability for unauthorised use is determined by the Cardholder Agreement.
Expiry. The physical card expires on the date printed on it. The balance does not expire and may be transferred to a replacement card or returned to the originating account.
6. MTB WALLET (NON-CUSTODIAL WALLET)
What the Wallet is. The MTB Wallet is a self-custody software wallet, made available under licence from Nemi Holdings Inc. (Nemi), which allows you to generate blockchain key pairs on your device, view balances and initiate transactions on supported blockchain networks.
You control your keys. Private keys and the recovery (seed) phrase are generated and encrypted on your device. MTB and Nemi never receive, store, back up or have access to your private keys or recovery phrase and cannot recover them. If you lose your recovery phrase or your device, your digital assets will be permanently inaccessible. You are solely responsible for safeguarding your recovery phrase.
No custody, no control. MTB and Nemi do not hold, custody, transmit or control digital assets on your behalf and are not parties to any blockchain transaction. Transactions are broadcast directly by your device to the relevant network. Once confirmed, a blockchain transaction cannot be cancelled, reversed or refunded by MTB, Nemi or anyone else. Verify recipient addresses, networks and amounts before confirming.
Network fees. Blockchain networks charge fees (“gas”) that are paid to the network, not to MTB, and are non-refundable.
Third-party features. Any exchange, swap, fiat on-ramp or off-ramp, staking or other feature accessible from the Wallet is provided by an identified third party under that third party’s terms, which you accept before using it. MTB is not a party to those services and does not guarantee their availability, pricing or performance.
Digital-asset risk. Digital assets are volatile, may lose all value, may be subject to changing regulation, network forks, protocol failures, smart-contract defects and cyberattacks. You use the Wallet at your own risk. Nothing in the App is investment, legal, tax or financial advice, and MTB does not recommend any digital asset.
Supported assets and networks. MTB may add or withdraw support for any asset or network at any time. Withdrawal of support does not affect your ability to access those assets with another wallet using your recovery phrase.
7. FEES
Fees for the MTB Card are set out in the MTB Card Fee Schedule and Agreement. MTB does not charge a fee for the Wallet itself; blockchain network fees and any third-party service fees are disclosed before you confirm a transaction.
MTB will give at least 21 days’ notice of any fee increase or adverse change through the App or the contact details on file.
8. PROHIBITED USE
You must not use the App or any Service:
(a) for any unlawful purpose or in violation of sanctions or export controls;
(b) to launder money, finance terrorism or evade taxes;
(c) to conduct gambling, adult-content, unlicensed pharmaceutical, weapons, narcotics or other activity restricted by the Issuer, Mastercard or MTB policy;
(d) on behalf of a third party without disclosure and MTB’s approval;
(e) to reverse-engineer, scrape, interfere with or circumvent the App’s security;
(f) with false, stolen or borrowed identity documents; or
(g) in any manner that could damage or impair the App or MTB’s partners.
9. INTELLECTUAL PROPERTY AND LICENCE
The App, its content, trademarks and underlying technology are owned by MTB or its licensors, including Nemi. Subject to the Agreement, MTB grants you a personal, non-exclusive, non-transferable, revocable licence to install and use the App on a device you own or control, solely for your personal use of the Services. All other rights are reserved. Open-source components are licensed under their own terms, which are listed in the App.
10. APP STORES
If you download the App from the Apple App Store or Google Play, you acknowledge that:
(a) the Agreement is between you and MTB only, not with Apple Inc. or Google LLC (the App Store Provider);
(b) MTB, not the App Store Provider, is solely responsible for the App, its content, maintenance and support, and for any warranty, product-liability, intellectual-property or legal-compliance claim relating to it;
(c) the App Store Provider has no obligation to provide maintenance or support;
(d) in the event of any failure of the App to conform to an applicable warranty, you may notify the App Store Provider, which may refund the purchase price (if any) and has no other warranty obligation;
(e) you represent that you are not located in a country subject to a U.S. Government embargo and are not on any U.S. Government restricted-party list;
(f) you will comply with the App Store Provider’s applicable terms of service; and
(g) the App Store Provider and its subsidiaries are third-party beneficiaries of the Agreement and may enforce it against you.
11. ELECTRONIC COMMUNICATIONS AND CONSENT
You consent to receive all notices, disclosures, statements and agreements electronically, through the App, by email or by push notification, and you agree that electronic delivery satisfies any legal requirement for writing. You may withdraw this consent by closing your account.
Marketing communications are sent only with your consent and can be stopped at any time from the App settings or the unsubscribe link, in accordance with Canada’s Anti-Spam Legislation.
12. CLOSING YOUR ACCOUNT AND DELETING YOUR DATA
You may close your account and request deletion of your personal information at any time from Settings › Account › Delete account in the App or by contacting support through the App. Before closure, any remaining MTB Card balance will be returned to the originating account.
Deleting the App or your account does not affect digital assets held in the Wallet; they remain accessible through any compatible wallet using your recovery phrase.
Certain records must be retained after closure to comply with anti-money-laundering, tax and card-network requirements, generally for five years. The Privacy Policy explains what is retained and for how long.
MTB may terminate the Agreement on 30 days’ notice, or immediately where required by law or under Section 3.
13. DISCLAIMERS
The App and Services are provided “as is” and “as available”. To the fullest extent permitted by law, MTB, Nemi, the Issuer and their affiliates disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement and uninterrupted or error-free operation.
MTB does not warrant that any blockchain network, third-party service or card network will be available or perform as expected.
14. LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, MTB, Nemi and their directors, officers, employees and agents will not be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profits, data, digital assets or goodwill, arising out of or relating to the Agreement or the App, however caused, even if advised of the possibility.
Without limiting the foregoing, MTB and Nemi are not liable for: loss of a recovery phrase or private key; transactions sent to an incorrect address or network; blockchain or third-party service failures; unauthorised access resulting from your failure to secure your device or credentials; or actions taken to comply with law.
MTB’s aggregate liability for all claims relating to the MTB Card is limited to the amount of the disputed transaction, and for all other claims to the greater of USD 100 and the fees you paid to MTB in the 12 months preceding the claim. Nothing in the Agreement excludes liability that cannot be excluded under applicable law, including mandatory consumer-protection rights in your country of residence.
15. INDEMNITY
You will indemnify and hold harmless MTB, Nemi, the Issuer and their affiliates from any claim, loss, liability or expense (including reasonable legal fees) arising from your breach of the Agreement, your violation of law or the rights of a third party, or your use of the Services.
16. COMPLAINTS AND DISPUTE RESOLUTION
Complaints. Contact support through the App. MTB will acknowledge a complaint within 5 business days and respond within 30 days. Complaints concerning the MTB Card that MTB cannot resolve are escalated to the Issuer under the Cardholder Agreement.
Governing law. The Agreement is governed by the laws of the Province of Alberta and the federal laws of Canada applicable in Alberta, without regard to conflict-of-law rules.
Forum. Subject to any mandatory consumer-protection law of your country of residence that grants you a different forum, you and MTB submit to the exclusive jurisdiction of the courts of Alberta, Canada. Either party may instead elect binding arbitration administered by the ADR Institute of Canada seated in Calgary, Alberta, conducted in English, with one arbitrator. Claims must be brought individually; class or representative proceedings are waived to the extent permitted by law.
17. CHANGES TO THESE TERMS
MTB may amend the Agreement by posting the revised version in the App and, for material or adverse changes, giving at least 21 days’ notice. Continued use after the effective date constitutes acceptance. If you do not accept a change, close your account before the effective date.
18. GENERAL
Assignment. You may not assign the Agreement. MTB may assign it to an affiliate or successor on notice.
Severability. If any provision is unenforceable, the remainder continues in effect.
Entire agreement. The Agreement is the entire agreement between you and MTB regarding the App and supersedes prior communications.
Language. The Agreement is written in English. Translations are provided for convenience; the English version prevails in case of conflict.
No waiver. Failure to enforce a provision is not a waiver.
Survival. Sections 4, 6, 9, 12 to 16 and 18 survive termination.
19. ACCOUNT DELETION
MTB
FINANCIAL LTD
MTB FINANCIAL LTD
ACCOUNT DELETION
MTB App · Website update request and page copy · Version 1.0
You can request deletion of your MTB account in two ways.
Option 1 — From the app (self-service)
1. Go to Settings › Account › Delete account and confirm with your device’s biometric authentication or PIN.
2. If any wallet balance is above the minimum withdrawable amount for that asset, you will need to withdraw it first; the app will tell you which ones. If a balance is at or below that minimum (too small to be worth the network fee), you can choose to forfeit it and continue. Any remaining MTB Card balance is returned to the account the card was funded from before deletion proceeds.
3. Once submitted, you have 24 hours to cancel the request from within the app. After that window, deletion begins automatically and can no longer be cancelled.
4. We will email you at each stage: when the request is received, when processing begins, and when it is completed.
5. Deletion is typically completed within 3 business days after processing begins. This is an estimate, not a guaranteed date.
Option 2 — By email (if you no longer have access to the app)
Contact info@mtbfinancialgroup.com with your full name, the email registered on your account, and a photo of a government-issued ID. Our compliance team verifies your identity manually; the ID photo is used only for that purpose, is never shared with or stored in our wallet systems, and is deleted once verification is complete. Once verified, we submit the same deletion request on your behalf, subject to the same balance conditions, timeline and email notifications described above.
What gets deleted
Your account record, your wallet’s signing credentials, your MTB Card access and your session data are permanently removed from our operating systems. This is irreversible once processing begins. Digital assets you hold on public blockchains are not affected and remain accessible through any compatible wallet using your recovery password.
What we keep, and why
MTB Financial Ltd is subject to Canadian anti-money-laundering record-keeping requirements under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act, and to the record-keeping requirements of its card-issuing and custodial partners. We therefore retain a compliance record containing your name, email, phone number, date of birth, identity-verification file, card transaction history, blockchain transaction and transfer history (including destination addresses), and wallet identifiers, for a minimum of five (5) years after deletion. This record is not accessible from the app or by you; only our compliance team can access it, and only for regulatory purposes. See our Privacy Policy for details.
MTB Financial Ltd. · Alberta, Canada · Support through the App · www.mtbfinancialgroup.com