How Luno Keeps Your Assets Safe

Our Commitment to You

This notice explains, in plain language, how your digital assets are protected on Luno Malaysia Sdn Bhd (Luno). This notice sets out Luno’s policies and procedures to manage the return or compensation of your digital assets in the unlikely event of loss, theft, misuse or misappropriation or Luno’s insolvency.

Please read this Notice together with Luno’s dedicated Risk Warning and Security Statement.

Luno adheres to the following measures to keep your assets safeguarded, and to ensure you always have access to the assets you store with Luno:

• Fully backed: every digital asset you hold on Luno is backed one-for-one. We do not use your assets for any purpose without your permission. 

• Ring-fenced: your assets are held separately from Luno's own corporate funds. 

• Trust: customer funds held on behalf of our Malaysian customers are subject to independent corporate trustee services provided by MTrustee Berhad.

• Secure storage, independently checked: your digital assets are kept safe in offline storage systems offline, multisignature technology, role-based governance protocols, and multiple layers of biometric access controls. Luno’s independent auditor, Moore Audit,  conducts monthly attestation allowing you to verify that your assets are secure and accounted for accurately and completely. Proof of Reserves are published monthly on Luno’s website here. 

Luno’s business continuity arrangements

Luno maintains tested business continuity and recovery procedures covering incidents such as theft, hacking, system failure, or misuse or misappropriation of customer assets. In any such event, and having regard to the severity of the situation and the services which may be affected, the following measures will apply (where appropriate):

• Activation of a dedicated response plan and securing the platform;

• Notification to the Securities Commission Malaysia and compliance with any regulatory instructions issued; and

• Provision of regular updates to customers by way of a status page.

In the unlikely event of Luno’s insolvency, the Luno bank account into which you make fiat deposits is used exclusively for the purpose of holding and processing customer funds. These bank accounts, and our cryptocurrency storage system, are subject to robust controls and regular reconciliations.

When you are entitled to a return of assets or compensation

In the event of an operational failure, security breach, or misuse or misappropriation of your assets, the preservation and return of customer assets will be our priority. Where a loss is verified, Luno will seek to return the affected assets or provide compensation in accordance with our business continuity and recovery procedures, our Terms of Use and applicable law.

In accordance with sections 13 and 25 of our Terms of Use, to which you agreed when signing up for your Account, Luno is not liable to you for losses resulting from security failures external to Luno's own systems and/or factors outside Luno's control or responsibility, including but not limited to, unauthorised access to your Luno Account where such unauthorised access was due to no fault of Luno, and/or any failure by you to act upon any notice or alert that we send to you. For further information, please refer to Luno’s dedicated Terms of Use and Risk Warning to - we encourage you to educate yourself about the risks associated with digital assets and not to invest money that you cannot afford to lose. 

Please note: any losses resulting from your trading and/or investment in cryptocurrency are not covered by the Capital Market Compensation Fund.

How to raise a claim or complaint: please follow the process on our dedicated complaints page here which sets out how we handle complaints and the independent dispute resolution options available to you.

Luno Malaysia Sdn. Bhd. is a Recognized Market Operator (Digital Asset Exchange) registered with the Securities Commission Malaysia. 

Last updated: August 2026