FAQ

Where your funds are during an operation

Last updated: 19 September 2026

PUROSWAP is not a wallet or an account: there is no balance of yours held here, and each operation starts and ends on its own. This page explains, route by route, where your funds go between the moment you send and the moment we deliver — plainly, and without promises the real process cannot keep. What counts as the contract is the Terms of Use, especially sections 3 and 16.

1. Does PUROSWAP hold a balance for me?

No. There is no account, no sign-up and no "platform balance". You do not deposit to use later: each operation has its own receiving address, valid only for that operation, and it ends with delivery to the destination you provided. Once the operation is complete, nothing of yours stays with us.

2. Where do my funds go during the operation?

It depends on the route, and the difference matters.

• PIX → DePix. When you buy DePix with PIX, the DePix goes straight to the Liquid wallet you provided — it does not pass through us. You pay the settlement provider via PIX, and the provider issues the DePix to your address.
• All other routes (DePix → PIX, DePix → crypto, PIX → crypto or USDG, crypto ↔ crypto, crypto → PIX). You send to an address created only for that operation, belonging to a wallet operated by us or, for part of the way, by a conversion or settlement partner. The funds stay under that control only for as long as it takes to convert and send, usually a few minutes, and when the operation ends nothing of yours stays with us.

The typical path, step by step:

1. You send — PIX to the settlement provider, or crypto/DePix to the operation's address.
2. Receipt — the funds arrive in a wallet operated by PUROSWAP on the source network (or, on specific routes, in PUROSWAP's account at a partner exchange) and wait for the network confirmations.
3. Conversion — the swap is made from that wallet: at a partner exchange, through an on-chain swap protocol (the transaction is signed by us) or inside the Liquid wallet itself.
4. Settlement — the result is sent out: by us, by the partner exchange, by the settlement provider (PIX payouts) or, above the automatic limit, by a partner settlement desk.
5. Destination — the asset shows up in the wallet you provided, or the PIX lands on your PIX key. The screen shows the transaction identifier.

3. How long do my funds stay under that control?

As long as it takes to convert and send: usually a few minutes. The waits that do exist are the source network's confirmations, the quote (valid for 30 minutes; on Bitcoin, if your transaction shows up on the network within that window, we wait for the confirmations even after it closes) and, for PIX payouts above the automatic limit, up to 24 hours at the partner settlement desk. We do not promise network times because we do not control them.

4. What if the operation does not complete?

If an operation does not complete — congested network, unavailable partner, an amount different from the agreed one — the funds stay held at the step where it stopped until a member of the team handles it. That has no fixed deadline, and there is no automatic refund: the resolution is manual and goes through support. While the operation is still waiting for your payment, you can cancel it on screen at no cost; once you have sent the funds, it continues until delivery or until it is handled manually.

5. Who is involved along the way?

• Wallets operated by PUROSWAP — on almost every route, one of them is where you send, and it is where the conversion or the forwarding starts from.
• Partner exchange — on some routes, it performs the conversion between assets; on those, the funds pass through PUROSWAP's account at the exchange.
• Settlement provider in Brazilian reais — bridges PIX and the network on routes that involve PIX or DePix.
• Partner settlement desk — on PIX payouts above the automatic limit, it receives the already converted amount and pays you via PIX.
• On-chain swap protocols — contracts no company controls; they execute the swap and deliver straight to your address.

We choose and monitor these partners, but we do not control them. If one of them becomes unavailable, the route that depends on it becomes unavailable too.

6. Do you have access to my private key or my recovery phrase?

No. We never ask for a private key, a recovery phrase or a wallet password — through any channel, under any circumstances. The destination wallet is yours, and only you control what arrives in it. Anyone asking for that in our name is deceiving you.

7. Do you "custody" funds?

We prefer to describe rather than label, because the word means different things. What happens is what is described above: there is no balance of yours held here; there is temporary control of the funds during the operation — ours for part of the way, partners' for another part — for as long as it takes to convert and send. The legal characterization of this is in the Terms of Use, sections 3 and 16, which are what counts.

8. What PUROSWAP does not promise

We do not promise the absence of risk. Blockchain operations are irreversible, networks get congested, partners become unavailable, and a transfer to the wrong network or address cannot be recovered — section 6 of the Terms explains why. What we do promise is to say exactly where your funds go, to charge only what is shown on screen, and to deliver to the destination you provided.

Questions about a specific operation: talk to the team through the official PuroSwap contact on Telegram, quoting the operation ID.