Security & Compliance

Account security

We recommend using a strong, unique password and enabling two-factor authentication (2FA) where available. Never share your login credentials. If you suspect unauthorized access to your account, contact us immediately at support@sauki.io.

The technical measures we apply to protect your data (encryption, secure hosting, audits) are detailed in our Privacy Policy.

Regulatory compliance

Sako applies a strict know-your-customer (KYC) policy and anti-money laundering / counter-terrorist financing (AML) controls. Identity verification for our users is carried out through our partner Bridge, a regulated Money Services Business (MSB) registered with FinCEN in the United States, which is responsible for the custody and transfer of digital assets on our platform.

Our entities operate in compliance with the regulations applicable in each jurisdiction where we are established — see our Legal Notice for details of these entities and the law applicable to each.

Digital asset risks (stablecoins)

Using stablecoins involves risks you should be aware of before using our services:

• Volatility risk: although designed to maintain a stable value, stablecoins are not free from fluctuation risk.
• Technology risk: blockchain networks can experience periods of congestion, and transactions are irreversible once validated.
• Regulatory risk: the legal framework applicable to digital assets is evolving and may affect the availability or terms of our services.

This information is provided for informational purposes only and does not constitute investment advice.

How to report a security concern or file a complaint

You can reach us in two ways:

• By email at support@sauki.io;
• Through in-app support, available 24/7.

To help us handle your request quickly, please include:

• Your account details;
• The relevant transaction reference, if applicable;
• The date and time of the incident;
• A detailed description of the issue;
• Any supporting documentation;
• Your preferred resolution.

Our handling process

Every report or complaint follows this process:

• Acknowledgment within 24 hours, with a dedicated case handler assigned;
• Investigation, during which we may request additional information from you;
• Resolution, with regular updates throughout.

The standard resolution time is 10 business days. For more complex cases, this may extend to 30 business days. If additional time is needed, we will provide a written explanation along with information about your rights.

You will be notified of the outcome by email, in-app notification, or by phone if requested. If the outcome is unfavorable, we will explain our reasoning and outline your options going forward.

If you are not satisfied with our response

If you are not satisfied with our response, you may escalate your complaint to an external body, depending on your jurisdiction:

United States (Sauki Inc.)

• The Consumer Financial Protection Bureau (CFPB);
• Your state Attorney General;
• The Better Business Bureau (BBB).

European Union (Sauki SAS – France)

• The competent national financial services ombudsman;
• The European Consumer Centre (ECC);
• Local consumer protection authorities.

Africa (Sauki SAS – Niger)

• The Central Bank of West African States (BCEAO), for financial services;
• Local consumer protection agencies;
• The relevant regional financial authorities.

These external services are generally free of charge, but eligibility criteria vary by organization. We encourage you to check the applicable criteria before submitting your case.

Contact

support@sauki.io — also available through in-app support, 24/7.