AB-LEGAL-008 — Alta Bank Transfers and Error Resolution Terms

1. Scope

These Terms apply to deposits, withdrawals, internal transfers, scheduled transfers, Bank-to-Terminal and Terminal-to-Bank funding transfers, Alta Pay transactions, card-funded payments, payroll instructions, and other movements of virtual value processed through Alta Bank.

They supplement the applicable account, Alta Pay, merchant, card, loan, and business banking agreements.

2. Virtual-Economy Notice

Alta Bank is not a real-world bank and these Terms do not create rights under real-world electronic-funds-transfer, deposit-insurance, or payment-services laws. The procedures below are Alta's internal customer-protection rules for its fictional and roleplay services.

3. Authorization

An authenticated instruction, confirmed payment, approved scheduled transfer, authorized representative action, or other recorded approval may be treated as the customer's authorization.

Customers are responsible for reviewing recipient, account, amount, currency, date, frequency, and funding-source information before confirming.

For Terminal funding, the customer must also review the direction and selected Terminal portfolio. The instruction authorizes Alta to debit one internal ledger and credit the other as one coordinated operation.

4. Processing Status

A submitted instruction may be pending, scheduled, processing, completed, failed, cancelled, held, reversed, or rejected.

A pending or scheduled instruction is not final. A cancellation request is effective only when Alta confirms cancellation before processing reaches a point where it cannot reasonably be stopped.

5. Availability of Funds

Credits may be unavailable while Alta verifies a deposit, withdrawal, transfer, reversal, dispute, funding source, or account restriction. A displayed balance may differ from the amount available for immediate use.

Alta may place a reasonable hold when necessary to investigate fraud, duplication, technical errors, authorization, reversals, or platform integrity.

6. Bank and Terminal Funding

A Bank-to-Terminal funding transfer moves eligible virtual Florins from an Alta Bank account to the cash ledger of the selected Alta Terminal portfolio. A Terminal-to-Bank funding transfer moves eligible portfolio cash to the selected Alta Bank account. Neither direction is a securities order or a direct deposit to or withdrawal from an external execution provider.

Alta records both sides of the transfer and uses an idempotency record to reduce duplicate processing. A transfer may fail or be reversed when both ledger entries cannot be completed consistently. Alta may restrict a transfer for insufficient available funds, frozen or closed accounts, archived or inaccessible portfolios, invalid authority, product-consent requirements, reconciliation issues, or platform risk.

7. Scheduled and Recurring Instructions

Customers must maintain sufficient available funds and valid authorization on the processing date. Alta may retry, skip, fail, or cancel an instruction when funds, permissions, recipient status, or system availability are insufficient.

Cancelling a recurring instruction does not reverse transactions already completed.

8. Payroll and Business Transfers

A company's authorized representative is responsible for recipient information, compensation amounts, schedule, authority, and sufficient funding. Alta does not decide employment, contractor, or compensation disputes between a company and recipient.

If a company uses the in-progress Company Member feature, the company is responsible for confirming each Member’s authority, explaining that membership grants full access, monitoring Member activity, and promptly removing Members who should no longer initiate transfers or payroll instructions. Any Member may invite or remove other Members and edit company settings, but no Member may remove the primary owner. An authenticated Member action may be treated as an authorized company instruction. Alta is not responsible for a transfer, payment, payroll instruction, or resulting loss caused by the company’s invitation or retention of a Member, the full-access membership model, failure to remove a Member, shared credentials, or internal dispute, subject to liability that cannot lawfully be excluded or Alta’s fraud, gross negligence, or intentional misconduct.

9. Unauthorized or Incorrect Activity

Customers should report promptly:

• a transaction they did not authorize;
• an incorrect amount, recipient, or duplicate transfer;
• a missing transaction or statement entry;
• a failed cancellation that Alta confirmed;
• an incorrect fee or balance adjustment; or
• a request for records needed to understand a transaction.

Delay may reduce Alta's ability to recover virtual value or identify the cause.

10. How to Submit an Error Notice

The customer should contact official Alta support and provide, where available:

• the account holder or company name;
• the affected account or transaction reference;
• the date and amount;
• the reason the customer believes an error occurred;
• the expected result; and
• supporting screenshots or records.

Customers must not publish credentials, full account identifiers, or private records in public channels.

11. Investigation

Alta may review authentication events, transaction records, account permissions, device or session information, audit logs, statements, support messages, recipient records, and connected-provider information.

Alta may temporarily restrict related activity while an investigation is open. A restriction is not a final determination of fault.

12. Resolution

If Alta determines an error occurred, it may correct records, reverse or repost a transaction, restore virtual value, refund an associated Alta fee, or take another reasonable corrective action.

If Alta determines no error occurred, it may deny the claim and provide a concise explanation. Any temporary credit may be reversed after notice.

Alta cannot guarantee recovery from a recipient or external community once value has been withdrawn, transferred onward, spent, or otherwise made unavailable.

13. Customer-Caused Mistakes

Alta may attempt to assist with a payment sent to the wrong recipient or with incorrect information, but is not required to reverse a correctly executed instruction that the customer authorized. Recovery may depend on recipient consent or available balance.

14. Records and Statements

Customers should review statements and account history regularly. Alta's system records control unless corrected after review.

15. Security

Customers must protect Discord accounts, Alta sessions, credentials, company roles, and authorized devices. Customers should remove obsolete representatives and report suspected compromise immediately.

16. Changes and Contact

Alta may update these Terms as transfer features change. Error notices and questions may be submitted through official Alta support channels.