This page is for law enforcement agencies, regulators, tax authorities and courts. Account holders should use the support page. Requests submitted through any other channel are redirected here and are not treated as served until they reach the compliance team.
Send the request from an official domain of the requesting authority to the address below. A request sent from a personal or free email domain is not accepted. Include the request as a signed document on the letterhead of the authority.
| Request | What it achieves | Response |
|---|---|---|
| Preservation request | Preserves the records held at the time of receipt so that they are not lost to routine deletion. It does not disclose them. | Actioned within twenty four hours of verification. Preservation is maintained for ninety days and may be extended once on a further request. |
| Emergency disclosure request | Discloses records where there is an imminent risk of death or serious physical harm. | Assessed on receipt at any hour. A response is provided as soon as the risk is verified. |
| Production order or equivalent | Discloses the records specified under a binding legal instrument. | Within the period stated in the order or, where none is stated, within ten business days of verification. |
| Freezing or restraint order | Restrains an account or specified assets. | Actioned on verification. The account holder is notified only where the order permits it. |
| Mutual legal assistance request | Serves a foreign request through the competent domestic authority. | Handled in accordance with the treaty and the domestic instrument that gives effect to it. |
| Regulatory or supervisory request | Provides information to a regulator exercising a statutory function. | Within the period stated in the request or without undue delay. |
Response times run from the point at which the authority and the request have been verified, not from the date of the email. Verification is carried out by telephoning the authority on a number obtained independently.
| Category | Held | Retention |
|---|---|---|
| Subscriber records including registered name, date of birth, address, email address and telephone number | Yes | At least five years after the end of the relationship |
| Identity verification records including the document submitted and the verification result | Yes | At least five years after the end of the relationship |
| Account balances and holdings by asset | Yes | At least five years |
| Order and trade records including price, quantity, time and counterparty side | Yes | At least five years |
| Deposit and withdrawal records including network, address, transaction hash and counterparty where known | Yes | At least five years |
| Login records including time, internet protocol address and device | Yes | Twelve months unless retained for an investigation |
| Communications with support | Yes | Six years after the matter is closed |
| Private keys or credentials of an account holder | No | Not held in a recoverable form |
| Plain text passwords | No | Never stored |
Jadenex notifies an account holder of a request for their records unless a prohibition on disclosure applies by law or by the terms of the instrument served, or unless notification would create a risk to life or would prejudice an investigation into a threat to life.
Where a prohibition applies for a fixed period, notification is given after that period expires unless a further prohibition is served.
Records are produced in a machine readable format with an accompanying certificate of authenticity signed by an authorised officer of Jadenex. Where an authority requires a specific format, state the requirement in the request.
No charge is made for a preservation request or for an emergency disclosure request. Where production requires substantial manual work, the authority is told the estimated cost before the work begins.
Fraudsters impersonate law enforcement in order to obtain account data. Every request is verified by telephoning the authority on a number obtained independently of the request. A requesting officer is asked to expect that call. An officer who objects to verification is treated as an impersonation attempt and the matter is reported.