These policies set out the standards Nilos operates by and your rights as a client. They are reviewed at least annually. For questions or earlier versions, contact compliance@nilos.io.
If something hasn't gone the way it should, we want to know. This policy explains what counts as a complaint, the channels available to submit one, the timeframes we commit to (acknowledgement within 10 business days, a final response within two months), and the recourse you have if you're not satisfied with our answer. Submitting a complaint is free of charge and available in French or English.
The full policy is available on request at complaints@nilos.io.
To submit a formal complaint, email us at complaints@nilos.io. Please include your name, the service or transaction concerned, a clear description of the issue and any supporting documents, so we can investigate properly and respond within the timeframes set out in our policy.
To meet our anti-money-laundering, counter-terrorism-financing and sanctions obligations, and to stay aligned with the payment rails available to us, Nilos does not onboard certain business activities or accept clients connected to certain jurisdictions. Other categories are accepted but subject to enhanced due diligence.
We publish this list so prospective clients can quickly check whether their activity falls within our risk appetite before starting an onboarding process. The list is informational; specific cases may carry additional restrictions.
View the Prohibited List (PDF)
Last updated: September 2026