Customer Service and Communication Policy

• Deliver exceptional service that builds long-term trust with B2B clients engaged in commercial operations.
• Ensure clients receive complete, understandable information about services, fees, risks, rights, and obligations.
• Facilitate efficient, secure, and accessible interaction at every stage of the client journey.

All client communications (written, verbal, or electronic) will adhere to the following standards:

• Clear and accessible: Written in plain language (primarily English and Spanish), avoiding jargon unless explained.
• Accurate and transparent: Full disclosure of fees (0.2% for token transfers, 0.5% for on-ramp/off-ramp and brokerage, USD 100 per account per year for custody), risks, terms, and any material changes.
• Timely: Every inquiry is acknowledged within 4 business hours. Standard inquiries receive a substantive first response within 1 business day; urgent matters (for example, a transaction in progress) within 4 business hours. All time frames run during support hours — Monday to Friday, 9:00–18:00 (CST), excluding public holidays in El Salvador — as set out in Section 5.
• Secure and confidential: All channels use encryption and comply with AML/CFT and data-protection rules.
• Non-misleading: No exaggerated claims; all marketing and disclosures will be fair and balanced.

The Company operates a proprietary platform built on third-party components: digital asset custody is provided by Fireblocks, identity verification and screening by Didit and Sumsub, and fiat settlement rails by partner banking and payment institutions. Clients may contact the Company through multiple secure and convenient channels (clearly listed in the Client Agreement and on the Company website once operational):

• Secure Client Portal: Integrated in the Company's proprietary platform – primary channel for transaction confirmations, account statements, balance reports, and real-time messaging.
• Dedicated Email: info@skfuertecapital.sv (monitored during business hours).
• Telephone Support: Not offered at this time. If a telephone line is introduced, its number and hours will be published on the Contact page before it is relied on as a service channel.
• Video/Conference Calls: Scheduled meetings for key corporate clients or complex queries.
• In-App Notifications: Automated alerts for transactions, balance changes, or important updates.

The channels currently in operation, together with support hours and the escalation route, are listed on our customer support & Ombudsman page.

• Pre-onboarding and Onboarding: Clients receive a comprehensive Welcome Pack including the Client Agreement, fee schedule, risk disclosures, AML/KYC requirements, and custody terms.
• Ongoing Communication: Monthly or quarterly account statements, transaction confirmations, and proactive notifications of any service changes (minimum 30 days' notice).
• Important Updates: Material changes (e.g., new assets, fee adjustments, or regulatory updates) will be communicated in writing with clear explanations and client consent where required.
• Educational Materials: Periodic webinars or guides on stablecoin usage, best practices for corporate treasury, and risk management.

Support hours are Monday to Friday, 9:00–18:00 (CST), excluding public holidays in El Salvador. Every time frame below is counted in business hours and business days: a request received outside support hours is treated as received at the start of the next business day, so a four-hour commitment is never four clock-hours overnight or at a weekend.

• Acknowledgment of receipt: within 4 business hours, with a reference number.
• First response: routine requests — within 1 business day; urgent matters affecting a transaction in progress — within 4 business hours.
• Resolution: simple matters — within 5 business days; complex or high-value matters — within 15 business days, with interim updates at least every 5 business days.
• Escalation: a matter that is not resolved within these time frames is escalated to senior management and then to the Ombudsman channel, and may be taken to CNAD or another competent authority where applicable.
• All interactions are logged for audit and compliance purposes.

• All staff receive mandatory training on this policy upon onboarding and annually.
• The AML/Compliance Officer monitors communication quality through random reviews and client feedback surveys.
• Key metrics (response times, client satisfaction scores, communication volume) are tracked monthly and reported to the Company's management as part of KPI oversight (Section 7).

The Company's management holds ultimate accountability. Day-to-day implementation is overseen by the responsible officers designated by the Company, with support from the customer service function. This policy works in tandem with the Customer Complaints Handling Policy to ensure seamless client experience.

By maintaining this Customer Service and Communication Policy, SK FUERTE CAPITAL, S.A. de C.V. applies the client communication standard set out in Article 22 LEAD and works to be a trusted partner for corporate digital asset services in El Salvador.

Approved by the Company's management.

This policy should be read together with our Terms and Conditions of Use and the Essential Information Prospectus.