The relevant Luno entity:

A request for information on a Luno customer account must be addressed to the Luno entity which holds that customer’s information. 

If you are not sure whether a Luno customer account exists and/or the  applicable Luno entity, you're  welcome to send us any information that you may have on the account in question via email, and we will search our electronic records system. Should we identify a Luno customer account we will provide you with the relevant jurisdiction in which the customer(s) is registered and the details to request information in respect of that jurisdiction. 

For Luno’s entities and their jurisdictions, please see here. 

Relevant legislation relied on to request the information:

The written request for information must cite the legislation being relied on to request  the customer information.

Information to identify the relevant Luno customer account, which may include the following:

• the unique payment reference number associated with the Luno customer account (with the prefix "BX", "LN");

• KYC information such as identity number, name, email address and residential address; 

• cryptocurrency wallet address; and/or

• transaction ID (TXID) as well as amount and payment date

The specific information required from Luno, such as:

• Account holder information

• Transaction history for a specified period

• Sign-in history for a specified period

• Reason for urgency, if applicable 

1.  Luno’s approach to responding to information requests from law enforcement

• Luno is committed to cooperating with law enforcement while complying with our data protection obligations to protect our customers’ personal information. Every customer that signs up to Luno agrees to our Privacy Policy, and provides us with their personal information, on the understanding that Luno will use this information only as necessary to provide the services and will not share this information with any third parties, unless we are required to do so by law. We achieve this with reference to the above guidelines and our internal policies that inform how we respond to requests from law enforcement while remaining compliant with our data protection obligations that we owe to our customers.

•  We assess the information requests received from law enforcement on a case-by-case basis. We have a dedicated team that specialises in responding to these requests to ensure we only disclose information we are legally obligated to.

2.  What information do you need to identify a Luno customer to assist law enforcement

• In order to efficiently respond to law enforcement we require “relevant identifying information” that includes but is not limited to: ‘BX’/‘LN’ payment reference number, full name and date of birth, identification number, phone number, email address, and/or wallet address and transaction hash.

*Please note we are not able to identify Luno customer(s) from a transaction hash alone, we will require additional identifying information as listed above.

•  The “relevant identifying information” allows us to accurately identify a Luno customer to ensure we provide law enforcement with the correct information and furthermore to protect the personal information of our customers.  Note, that should we not be able to accurately identify the Luno customer we will not be able to provide the information as requested.

3.  Does Luno respond to law enforcement requests from all countries? 

• Luno is a global cryptocurrency wallet and exchange service, as such customers onboard with Luno  from all over the world. Our core operating markets are South Africa, Nigeria, Uganda, the United Kingdom, France, Malaysia, Indonesia and Australia.

• Law enforcement from any country/jurisdiction is able to submit a request for information. However, the jurisdiction of the Luno customer is determined by their country of registration when opening their Luno account and subsequently, the Luno entity that holds their customer information (please refer to our Law Enforcement Guidelines for the list of Luno’s entities). Where law enforcement does not have jurisdiction to request information on a customer, we will advise you  of the correct Luno entity who holds the customer information and request that you resubmit your request via the Mutual Legal Assistance Treaty Process (“MLAT”) to obtain the customer information.

4.  What is a Mutual Legal Assistance Treaty (“MLAT”)?

• MLAT is a treaty/agreement between two or more sovereign countries that generally allow  for the exchange of information and evidence related to criminal matters. MLAT enables law enforcement agencies to request and obtain assistance in criminal investigations and prosecutions from the police in the data subject’s relevant country.

5.  What is Luno’s preferred method of service for information requests?

• As previously stated, Luno is a global cryptocurrency wallet and exchange service. To efficiently receive and respond to requests we prefer that the request is submitted electronically, via email at/to [email protected].

• We will respond to the request electronically and we use encryption software to ensure the information is shared securely.

6.  How long does Luno take to respond to information requests?

• Our dedicated team endeavours to respond to information requests within 10 business days. However, our response time can vary depending on the caseload at any given time and the complexity of your request. Should you require an urgent response please specify the same in your submission and we will advise accordingly.