Gemtrust wallet Privacy Policy
Last Updated: 14th August 2024
Gemtrust wallet Ltd (hereinafter referred to as, “Gemtrust wallet”, “we”, “us” or “our”) is committed to safeguarding personal information. This Privacy Policy relates to our use and collection of Personal Information relating to any visitors of our Website and any Users to our Services (hereinafter referred to as “User”, “you” or “your”).
Unless otherwise defined herein, the terms used in this Privacy Policy shall have the same meaning in the Term of Service Agreement posted on the Website.
1.Applicability of this Policy
This Privacy Policy applies to the Website and the Services. If you do not agree with the terms of this Privacy Policy, you should not access this Website and use the Services.
This Privacy Policy provides you with detail about how we use such Personal Information. We use commercially reasonable physical, electronic and procedural measures to protect your Personal Information. This Privacy Policy does not apply to any anonymized data which cannot be used to identify you.
We will not use your personal information for purposes other than those purposes we have disclosed to you in this Privacy Policy without your permission.
The Service provided by us include connecting our Users with a Third Party Service Provider or redirecting to a Third Party Service Provider, such as third party decentralized or centralized exchange, or payment service provider, etc, and the Third Party Service Provider may request, collect and/or use your Personal Information. In such cases the collection and the usage of your Personal Information is not bound by this Privacy Policy and we DO NOT request any Third Party Service Provider to share your Personal Information with us. You are encouraged to read through any privacy policy from a Third Party Service Provider before you provide any Personal Information or give consent to the usage of your Personal Information.
By visiting, accessing or using our Services or the Website, you acknowledge and agree that we use your personal information as set out in this Privacy Policy, and that Gemtrust wallet is the data controller of your Personal Information processed under this Privacy Policy.
This Privacy Policy is intended to explain our privacy practices and covers the following areas:
• What Personal Information we may collect
• How do we use your Personal Information
• Whom we may disclose or share your Personal Information
• How we protect your personal information
• Your rights and to contact us
• Cookies
• Modification to this Privacy Policy
• Eligibility
• GDPR notice
• California Residents Notice
We may collect the following Personal Information from you when you use our Service.
If you purchase Hardware Wallet & Accessories, we may collect:
• Contact Information:Your name, address, email address and country information.
(Please Note:We delete your contact information on a regular basis. Should you wish to have your contact information retained by us for a longer period, please contact us at info@gemtrutwallt.com. Please visit our blogpost at https://blog.gemtrutwallt.com/how-does-gemtrustwallet-protect-your-online-privacy/ for more information)
If you use you Mobile Wallet, Extension Wallet, and to connect with any Third Party Services via API or mini program or by any other means, including but not limited to the purpose of conducting Digital Asset Transactions, we may collect:
• Wallet information: such as your digital asset wallet address, counterparty wallet address, your transaction history, trading data and associated fees paid.
• Transaction Information: the transactions you made using our Services, such as type of transaction, transaction amount, and timestamp.
If you access our Website, use any of our Service and/or communicate with us, we may also automatically collect certain computer, device and browsing information such as:
• Correspondence: such as your feedback and reply you provide to us, including via email, help chat or other social medial channels.
• Online Identifiers and Website usage information: Computer or mobile device information, IP address, operating system, browser type, internet service provider, date or time stamp, clickstream data, user preferences, crash logs and any data we collected on our Website.
We will not actively seeking or collecting additional Personal Information from other sources, save and except we may be required by law to get Personal Information about you from public databases. In such case we may combine the information collected with the information we retained to comply with our legal obligations. Such cases may arise when, including but not limited, the use of our Service is related to any fraudulent or other illicit activities.
3.How We May Use Your Personal Information
We may use your personal information in the ways listed below.
• To provide Services effectively to our Users:- We may use the Personal Information to administer our Services, including to provide, maintain and improve our Service, to provide and deliver Service, and to manage our business. We may also use such information for research, analysis and test for product development and to improve our Service. This could help us to enhance security and safety of our Service as well, and to prevent any illegal and improper usage of the Services.
• To manage security risk:- We may use your Personal Information to managing the safety, security and integrity of you and our Services, including (1) protect, investigate, and avoiding fraudulent, unauthorized or illegal activities, (2) monitor and identify combat spam, malware and/or other security risks, and (3) perform internal operation of our Service such as troubleshoot bugs and other operational problems.
• To comply with laws :- We may use your Personal Information to comply with any lawful requests from a government authority of a Competent Jurisdiction.
• To provide User’s support and marketing:- We may use your Personal Information to communicate about promotions, update of Services, news or announcement of gemtrustwallet , address Users’ concern and to monitor and improve our User’s support processes. If you wish to opt-out from our marketing communications, please contact us at info@gemtrutwallt.com.
4.How We Disclose Or Share Of Your Personal Information
We do not disclose or share your Personal Information with any other party without your consent, except as described in this Privacy Policy and in the following circumstances:
• With our Subsidiaries or Affiliates Companies:- We may disclose your Personal Information to our subsidiaries and/or affiliated companies for your access to the Website or to use our Services. For the avoidance of doubt, such subsidiaries and/or affiliated companies are only limited to those having common ownership or common control with gemtrustwallet.
• Business Transfer:- We may disclose your Personal Information if we engage in merger, acquisition, joint venture, bankruptcy, reorganization, and/or public offering, which in such case some or all of your Personal Information may be shared or transferred, subject to any transaction agreements and their confidentiality clauses.
• Compliance with laws and to protect Users:- We may share or disclose your Personal Information in respond to lawful request by a government authority or legal proceedings, or to protect our User in case of emergency.
5.Transmission, Storage and Security of Your Personal Information
We employ industry standard security measures designed to protect all Personal Information we collected. We maintain commercially reasonable physical, electronic and procedural safeguards to protect your Personal Information, and require all of our third party service providers to have appropriate safeguards. However, no data transmission over the internet can be guaranteed to be 100% secure from intrusion. You are responsible for all of your activities online and the usage of the Third Party Services, including but not limited to conducting any Digital Asset Transactions and to protecting your accounts, password or User ID created with a Third Party Service Provider.
We will retain your Personal Information for as long as is necessary for the processing purpose(s) which they were collected. We shall stop retaining such Personal Information when the purpose(s) has expired.
We restrict access to your Personal Information to those persons who need to use it for the relevant purpose(s). Our retention periods are based on business needs, and your information that is no longer needed is either irreversibly anonymized (and the anonymized information may be retained) or securely destroyed. For the avoidance of doubt, any anonymized information is no longer be able to associated with you. By way of example:
• use to provide Services:- in relation to your Personal Information used to any Service to you, we may retain that Personal Information whilst the Service remains in force plus a further period (depending the Service and other factors) to deal with any queries or claims thereafter;
• Compliance with Laws:- In order to comply with laws in Competent Jurisdictions, we may retain your Personal Information whilst our service provider and users relationship remains in force plus a further 7 years to deal with any queries or claims thereafter, which is required in most jurisdictions; and
• where claims are contemplated:- in relation to any information where we reasonably believe it will be necessary to defend or prosecute or make a claim against you, us or a third party, we may retain that information for as long as that claim could be pursued.
6.Your Rights & Contacting Us
You have the right to ask us not to process your Personal Information for marketing purposes. We will inform you and seek your consent if we intend to use your information for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing when we seek your consent. You can also exercise the right to opt-out anytime from our marketing communications, please contact us at info@gemtrutwallt.com.
7.Cookies Policy
We do not use cookies on the Websites. In any event if we adopt cookies, we shall announce it on our Website together with our Cookies Policy.
8.Changes to our Privacy Policy
We may change the content of our Privacy Policy from time to time in the future. We therefore encourage you to review this policy from time to time to stay informed of how we are using Personal Information. We will change the last updated date above. Any modifications to this Privacy Policy will be effective upon our posting of the new terms and/or upon implementation of the changes to the Website. In all cases, your continued use of the Website or Services after the posting of any modified Privacy Policy indicates your acceptance of the terms of the modified Privacy Policy.
9.Eligibility
We do not allow access this Website or use of our Service anyone who is underage at your jurisdiction of residence or at a Competent Jurisdiction. If in a circumstance we learn that we have received any information form an underage person, we shall inform the underage that he/she cannot use the Website or the Service.
10. Notice to European Union Residents (“GDPR Notice”)
Under the European Union’s General Data Protection Regulation (GDPR), we are providing this GDPR notice to EU residents.
We have already described in Section 3 and Section 4 above as to how we use your Personal Information and how we disclose or share your information. You have the following rights in your Personal Information:
• You have the right to information about your Personal Information processed by us as to (a) the processing purposes; (b) the categories of Personal Information being process; (c) the recipient or categories of recipient who Personal Information have been disclosed to; (d) the planned duration of Personal Information to be stored; (e) the deletion or restricting the processing of Personal Information or to object such processing; (f) the appeal to a supervisory authority; (g) any automated decision making in processing your Personal Information; (h) the origin of your Personal Information if such information is not collected from you; and (i) the designation of Personal Information in case of transfer of information.
• You have the right to rectify any inaccurate Personal Information.
• You have the right to request immediate erasure of Personal Information if (a) the Personal Information is no longer necessary to be retained; (b) you revoke your consent; (c) you object the process your Personal Information as there is not legitimate ground to process it; and (d) your Personal Information was processed unlawfully.
• You have the right to restrict any processing of your Personal Information if (a) you object the accuracy of Personal Information; (b) the processing is unlawful but instead of erasure you chose to restrict the processing; (c) we do not need your Personal Information but you may need it for other purposes (d) you object the processing pursuant to Article 21(1) of the GDPR.
• You have the right to receive your Personal Information that you provided to us in a structured and readable format.
If you wish to exercise your rights to your Personal Information, update, delete or restrict any process of Personal Information or revoke your consent to processing the same, please contact us at info@gemtrutwallt.com. If there is any infringement of GDPR in relation to your Personal Information, you may lodge a complaint with a supervisory authority at your residence jurisdiction of European Union.
For the avoidance of doubt, as most of our Services do not require collection or retain any Personal Information containing User’s name or contact information, if you wish to exercise your rights to update, delete, or restrict process of any Wallet Information or Transaction Information, you will have the responsibility and obligation to proof to our satisfaction that you own such information. gemtrustwallet shall have the absolute discretion as to whether accept such proof. Such security measure is to protect any malicious intended actions towards any of our Users’ Personal Information.
11. Notice to California Residents
We are required by California Consumer Privacy Act 2018 (“CCPA.”) to provide notice to California residents. This section provides additional details about the personal information we collect about California Users and the rights entitled by them.
For more details about the Personal Information we collect from you, please see Section 2 above. We collect this information for the business and commercial purposes described in Section 3 above. We share this information with the categories of third parties described Section 4 above. gemtrustwallet does not sell (as such term is defined in the CCPA) the Personal Information we collect (and will not sell it without providing a right to opt out).
Subject to certain limitations, the CCPA provides California Users the right to request to know more details about the categories or specific pieces of Personal Information we collect (including how we use and disclose this information), to delete their Personal Information, to opt out of any “sales” that may be occurring, and to not be discriminated against for exercising these rights.
California Users may make a request pursuant to their rights under the CCPA by contacting us at info@gemtrutwallt.com.
For all notice or enquiry sent to us in relation to your Personal Information, you may be required to verify your identity, country of residence as well as providing any government issued identification before we could take any actions.
Gemtrust wallet Shipping Policy
Special Notes During the COVID-19:
香港: 如果收件地址為香港，請填寫收件人的中文全名，否則物流公司會拒收包裹。感謝理解！
HongKong: If your receiving address is HongKong, please provide your full Chinese name, or the logistic company will not deliver the package. Thanks for your understanding!
Brazil: Por favor, contenha seu Cadastro de Pessoa Física (CPF) na linha de endereço de acordo com a exigência aduaneira brasileira, ou o pacote não será entregue. Obrigado pela sua compreensão!
Brazil:Please provide a personal tax number (CPF) in the address line according to Brazilian customs requirement, or the package will not be delivered. Thanks for your understanding!
During the new brand transition, products with old and new packages will be shipped randomly. The products and accessories in both packages will be the same. Please note that returns initiated after receipt of old packaging will not be accepted unless due to product quality issues.
Shipment processing time
Once an order is created, it will usually be processed within 1-2 business days. Orders placed over the weekend will be dispatched on Mondays. Orders placed over the holidays will be dispatched when the holidays are over.
Due to the current COVID-19 pandemic situation, the delivery of your parcel may take longer than usual. The total delay could be 10-40 days. An estimated delivery time will be displayed at checkout for your reference.
Shipping rates
Below are the estimated delivery time and shipment cost for some countries.
Detailed shipping charges for your order will be calculated and displayed at checkout.
If your country is not listed above and can’t be found at checkout, please contact us by submitting a request for further assistance.
Shipment method Estimated delivery time Shipment cost
The United States 5-8 business days USD$14 / Buy 2 or more for free shipping
Canada 5-8 business days USD$13 / Buy 2 or more for free shipping
The United Kingdom 5-8 business days USD$10 / Buy 2 or more for free shipping
France 5-8 business days USD$10 / Buy 2 or more for free shipping
Italy 5-8 business days USD$10 / Buy 2 or more for free shipping
Spain 5-8 business days USD$9 / Buy 2 or more for free shipping
Germany 5-8 business days USD$10 / Buy 2 or more for free shipping
* The estimated delivery time and shipment cost may vary according to different situations. Please go to the checkout page for the most accurate rate.
Shipment to P.O. boxes or APO/FPO addresses
For now APO/FPO address delivery is not available for Gemtrust wallet products. Please do not leave a P.O. boxes address if you want to choose the DHL express shipping.
Shipment notifications and order tracking
Once an order is created, there will be two separate emails sent to the customer’s mailbox at different stages:
The first email is an order confirmation notification, containing all the order details(Name, shipping information, etc). Customers will receive this email once the order is created. Customers can verify the order details and reach out to the Gemtrust wallet sales office if any information is incorrect.
The second email is the shipping confirmation notification, containing all the shipping details of the package(Carrier, tracking number, etc). Customers will receive this email once the package is sent.
The shipping confirmation email will usually be updated in 1-2 business days after you place the order and receive the order confirmation email.
*Please make sure to leave the correct email to us, or you may not receive the confirmation email.
To make sure the package is delivered to the correct address on time, please carefully examine if you have entered the correct address and phone number before submitting the order. Make sure you fill in a contact number that is accessible in case of missing delivery calls.
After the order is submitted, a tracking number will be updated to your email. Please pay close attention to the status of your package and reach out to us if you notice anything wrong with the order.
Customs, duties, and taxes
Please note that Gemtrust wallet is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). Please pay attention to the status of your package and assist in customs clearance in time.
Damages
If you received a defective product, please get in touch with us by submitting a request for further assistance. But if it is damaged by man-made, we recommend you buy a new one. Or you can return the product for additional repair, but the shipping fee from your location to our warehouse, the material fee (if it's applied to the case), and the shipping fee backward and mending fee will be paid by you.
About “Buy 2 for free standard shipping” policy
Gemtrust wallet provide Free Standard Shipping for all the orders containing two or more than two Gemtrust wallet products. Express delivery is not included in the “Buy 2 for free standard shipping” policy. And the "Buy 2 for free standard shipping" policy is not apply to Gemtrust wallet leather case. Customers can check the eligible countries for the “Buy 2 for free standard shipping” policy at checkout. Please be noted that "Buy 2 for free standard shipping" policy is not apply to all the countries.
For wholesale offer, please contact sales@gemtrustwallet.com
Restricted Purchase Area
Please note that due to the local compliance and government policies, Gemtrust wallet does not provide services, including hardware products and software services, to residents resided in mainland China. Hence Chinese residents are not able to order Gemtrust wallet products from the Gemtrust wallet official sales channels.
Countries below will experience longer shipping time, please be aware before placing an order:
Chile 40-60 Business Days
New Zealand 20-40 Business Days
Nigeria 30-50 Business Days
Norway 55-75 Business Days
Puerto Rico 30-50 Business Days
Russia 30-60 Business Days
Slovenia 20-40 Business Days
Uganda 30-60 Business Days
For more information needed, please contact us by submitting a request for help, or go to our help center.
Gemtrust Wallet Refund Policy
We inspect all returned items when they arrive at our processing facility.
Full Refund
In order to obtain a full refund, you must initiate a Product return request by submitting a request, and provide such return request is initiated within fifteen (15) days upon the delivery of the product to you.
In order to qualify for a full refund, the product(s) must be returned unused and sealed in the original package with all original materials provided in their complete condition. We will issue a full refund of your order minus the original shipping charges and your return shipping fees.
You are as well entitled to receive a full refund in case of canceling your order before your item was confirmed as Shipped.
Partial Refund
If you do not qualify for a full refund, we may grant you a partial refund for unsealed or used products.
In order to qualify for a partial return, you must initiate a Product return request by submitting a request on our website within fifteen (15) days upon the delivery of the product. We will issue a partial refund minus the original shipping charges and return shipping fees and our return processing costs (typically consisting of inspection costs, refurbishing and repackaging costs charged by our return processing facility or additional return processing costs that might occur to us).
For express delivery orders, Gemtrust Wallet offers partial order refund service, deducting shipping fee and return fee. The return fee is charged by the local customs. Gemtrust Wallet does not have control over the shipping fee and return fee.
No refund
Due to the different customs policies of each country, Gemtrust Wallet is not responsible for any customs and taxes applied to your order. So every recipient needs to assist in customs clearance by themselves. If customs clearance is not completed in time or the customs clearance is not successful for some reasons, for standard shipping orders, Gemtrust Wallet only provides a one-time resend service for each order and does not provide order refund. For express delivery orders, partial refund terms apply.
Defective Product and Returns Due to Product Error
If the item you ordered is damaged or defective at the time of its receipt you may return it in order to get a replacement of the product. Such return must be initiated within fifteen (15) days upon the receipt of the product. The replacement order will be shipped upon the original item is received and processed at our service processing facility. If the returned product is not defective, return shipping fees will be charged to you.
If your item is defective due to product error (excluding defects under Warranty Limitations) after fifteen (15) days upon the receipt of the product, you may return it for a repair or replacement within the warranty period and under the terms of the warranty, but no later than without undue delay upon the reveal of the product's defect. A repaired product or replacement order will be shipped upon the original item is received and processed at our service processing facility. If our service processing facility concludes within the inspection, that the returned product is (i) either not defective (ii) or was damaged under Warranty limitations, the costs for returning the product shall be carried out by the product owner. In such event and at our sole discretion, we might offer to the product owner a discount on a new product purchase as a compensation for not returning the item to the product owner.
Refund Credit
The refund will be executed within five (5) weeks upon the day you submit the product to the shipping service in order to return the product. In most cases, you will receive the refund sooner, but we estimate four to five weeks because of the time required for return shipping (up to 21 days), product inspection at our returns facility (up to 5 business days), and processing of the payment in crypto (5 business days) or with your bank or credit card company (up to 10 business days). Once your credit is prepared, we will ask you for the details of your refund address or account. All refunds are issued by the method of payment used by you in order to pay for the product. Once your return is processed we will send you a confirmation email.
Returns of Merchandise
Canceled orders or returned merchandise that qualify for a full or partial refund will be refunded to the customer using the same method as the payment method selected by the customer. Any crypto refund is calculated from the USD value customer has paid for the merchandise, and will be paid in the same crypto you used when placing the order, according to the exchange rate at the time the refund is issued. In case of a partial refund, the return processing costs will be deducted from the USD value. The refund will be processed to a crypto address provided by you to our Support during the return process. Credit card or debit card refund will be refunded with the appropriate USD amount to the cardholder‘s account.
Unlike traditional banking transfer, the crypto transactions are not revertible and a refund of an incorrectly transmitted payment cannot be enforced. Please note that you are fully responsible for the correctness of the provided crypto address and that you hereby agree that you bear any consequences and financial loss incurred from providing incorrect payment instructions to our service processing facility.
Gemtrust Wallet Upgrade Policy
1. Purpose and Scope
The purpose of this policy is to establish the requirements for upgrading Gemtrust Wallet accounts based on transaction volume. This policy applies to all users who engage in cryptocurrency transactions using Gemtrust Wallet.
2. Transaction Threshold
Any cryptocurrency transaction exceeding $10 million will trigger the following requirements:
3. Account Upgrade Requirement
- Professional Account Requirement: Users initiating a transaction over $10 million must upgrade to a Professional Account. Professional Accounts offer enhanced features, increased security, and higher transaction limits.
- Upgrade Procedure: Users will receive a notification prompting them to initiate the upgrade process. The upgrade process involves verifying identity and completing any additional KYC (Know Your Customer) procedures as required by Gemtrust.
4. Minimum Deposit Requirement
- Deposit Requirement: Upon upgrading to a Professional Account, users must deposit a minimum of 100 units of any cryptocurrency from their portfolio into their Gemtrust Wallet. This deposit is necessary to cover potential gas fees and transaction costs associated with withdrawals.
- Deposit Handling: The deposited funds will be held in a designated account for gas fees and other transaction-related expenses. Users will be able to withdraw these funds as needed, provided their account remains in good standing and adheres to all relevant policies.
5. Policy Compliance
- Monitoring and Enforcement: Gemtrust Wallet will monitor transactions to ensure compliance with this policy. Any attempt to bypass these requirements will result in transaction delays or account restrictions.
- Policy Updates: Gemtrust reserves the right to update this policy as needed to accommodate changes in market conditions, regulatory requirements, or operational needs. Users will be notified of any changes to the policy.
6. Contact Information
For questions or assistance regarding this policy, users can contact Gemtrust Wallet support at [support@gemtrust.com] or through the in-app support feature.
Effective Date:This policy is effective as soon as any User creates a wallet with Gemtrust and applies to all relevant transactions occurring on or after
Gemtrust Wallet Withdraw Policy
WITHDRAWAL POLICY
Overview
This withdrawal policy outlines the requirements for withdrawing Ethereum network tokens, including USDT (ERC20) and other Ethereum-based tokens. Our goal is to ensure a smooth and transparent withdrawal process for our users while clarifying the conditions necessary for such withdrawals.
1. Withdrawal Requirements
To successfully withdraw Ethereum network tokens (including but not limited to USDT ERC20), users must meet the following conditions:
- Ethereum Availability: Users must maintain a sufficient balance of Ethereum (ETH) in their account. This is necessary to facilitate transactions on the Ethereum network, as each withdrawal requires a small amount of ETH Reasons being that Crypto wallets charges for (network price X network limit) to cover the computational costs of processing transactions on the blockchain. These withdrawal processing charges incentivize miners or validators to include your transaction in the next block. Without these charges, there would be no motivation for them to prioritize your transaction, leading to delays or failures in processing. Hence a withdrawal processing charges is a payment made to compensate for the computational energy required to process and validate transactions on a blockchain network and you know this fees is typically associated with networks like Ethereum, where users pay this charges to miners or validators to prioritize and execute their transactions or smart contracts. The amount of gas needed can vary based on the complexity of the transaction and the network's current demand.
- Withdrawal Processing charges: The Ethereum network operates on a gas fee model, which compensates miners for processing transactions. While these fees fluctuate based on network demand, the required ETH for computational energy is not considered a transaction fee charged by our company. Users should ensure they have enough ETH to cover the gas fees associated with their withdrawals.
2. Minimum Withdrawal Amounts
- Users should be aware of any minimum withdrawal limits for each Ethereum network token. These limits are specified in the user interface and may vary by token.
3. Processing Time
- Withdrawal requests will be processed within a specified timeframe, typically within 60 seconds provided all conditions are met and the request is submitted during normal operating hours.
4. Responsibility of the User
- It is the user’s responsibility to ensure that they have sufficient ETH in their account at the time of withdrawal. Failure to maintain an adequate ETH balance may result in the inability to process withdrawal requests.
5. Changes to the Policy
- This withdrawal policy may be updated from time to time to reflect changes in operational procedures or regulatory requirements. Users will be notified of any significant changes via info.gemtrust@gmail.com
6. N.B ❗️
While Ethereum (ETH) is not a gas fee charged by our platform, it serves a critical role in the functioning of All the Ethereum network Tokens because Each withdrawal from our platform requires a small amount of ETH to facilitate the transaction. This is necessary because Ethereum operates on a network of miners who need to be compensated for processing transactions. Without sufficient ETH in your account, we cannot initiate the withdrawal.
7. Support
- For any questions regarding this withdrawal policy or for assistance with withdrawals, users may contact our customer support team on our website
8. Conclusion
By adhering to these guidelines, we aim to facilitate a seamless withdrawal process for all Ethereum network tokens while ensuring that our users understand the importance of maintaining an adequate balance of Ethereum for successful transaction. Thank you for your cooperation.
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