Terms & Conditions

Last updated 2026-06-01 · Version 2.3

These Terms & Conditions govern your purchase, receipt, activation, and use of Citadel Vault products sold by Ridgeline Compute LLC. By placing an order, accepting a quote, activating a product, or using a product, you agree to these Terms & Conditions in full. If you do not agree, do not purchase, accept delivery of, activate, or use the product.

1.Acceptance of these terms

By purchasing, activating, receiving, using, or continuing to use any Citadel Vault product or related service, you agree to be bound by these Terms & Conditions and all documents incorporated by reference. If you are purchasing on behalf of another person or entity, you represent and warrant that you have authority to bind that person or entity to these Terms & Conditions.

Placing an order through our website, accepting a signed quote, completing payment through BTCPay Server, bank wire, or any other payment channel we make available, or accepting shipment of a product constitutes acceptance.

Any purchase order, procurement form, or other customer-supplied terms are rejected and do not modify these Terms unless expressly accepted in a writing signed by Ridgeline Compute LLC. Any preprinted or attached terms on a customer purchase order or procurement document are of no effect, even if we acknowledge or fulfill the order.

2.Who we are

Citadel Vault is a product line of Ridgeline Compute LLC, a Wyoming limited liability company.

Address: 412 North Main St, Suite 100, Buffalo, WY 82834, USA
Phone: +1 307 200 2903
EIN: 41-5001735
Trading as: Citadel Vault
Legal inquiries: legal@citadelvault.org
Order inquiries: orders@citadelvault.org

3.What we sell

We sell Citadel Vault hardware security devices, Vault Cards, accessories, optional service packages, and related support offerings. Product descriptions, tier matrices, and feature lists published on citadelvault.org or set out in a signed quote describe the product configuration applicable to your order.

We reserve the right to improve, modify, discontinue, or substitute components, packaging, bundled accessories, service procedures, or equivalent parts without notice where required by supply constraints, security improvements, export compliance, or product evolution, provided the delivered product is materially consistent with the ordered tier or better.

4.Orders, quotes, and pricing

All prices are quoted in USD unless otherwise stated in writing. A written quote is valid until the expiry date stated on the quote. If no expiry date is stated, a quote is valid for 30 days from issuance unless withdrawn earlier.

Orders are not binding on Ridgeline Compute LLC until accepted by us. We may reject, limit, suspend, or cancel any order before shipment for any reason permitted by law, including pricing errors, stock limitations, fraud screening, export or sanctions concerns, payment verification issues, or other compliance concerns. Customer-submitted order terms are not binding on us, and we accept an order only through our own written confirmation or by processing the order for shipment.

Bitcoin invoices generated through BTCPay Server lock the BTC exchange rate for 15 minutes from invoice generation unless the invoice states otherwise. If payment is not received in that time, the invoice expires and a new invoice at the then-current exchange rate may be required.

All prices, quotations, confirmations, and invoices are subject to correction for clerical, typographical, computational, exchange-rate, and similar errors or omissions. Discounts, promotions, and special offers may not be combined unless expressly stated.

5.Payment

We may accept payment by:

Bitcoin on-chain via BTCPay Server
Bitcoin Lightning via BTCPay Server
Bank wire
Other payment methods we expressly make available at checkout or in a signed quote

Unless a signed quote states otherwise, full cleared payment is required before shipment. All amounts paid or payable are non-refundable, shall be paid without setoff, deduction, withholding, counterclaim, or chargeback except where such restriction is prohibited by mandatory law, and are earned by us when your order is accepted.

You are responsible for any bank charges, intermediary fees, wire fees, foreign exchange costs, card processing reversals, blockchain miner fees, or similar transaction expenses associated with your chosen payment method unless we expressly agree otherwise in writing.

6.Taxes, customs, shipping, and delivery

All prices are exclusive of sales tax, VAT, GST, customs duties, import duties, brokerage charges, tariffs, levies, assessments, clearance fees, local taxes, and similar governmental charges unless expressly stated otherwise in a signed quote. You must pay or reimburse all applicable taxes, duties, levies, or assessments arising in any jurisdiction in connection with your order.

You are solely responsible for all sales tax, VAT, GST, import duties, customs duties, tariffs, brokerage charges, local taxes, clearance fees, and any other similar charges arising from the sale, shipment, importation, delivery, ownership, or use of the product. If you claim exemption, you must provide documentation acceptable to the relevant taxing authority before shipment.

Unless a signed quote expressly states otherwise, shipments are made on DAP terms (Delivered At Place, Incoterms 2020). We arrange outbound transport to your delivery address, but you are the importer of record unless we explicitly agree otherwise in writing. You are solely responsible for:

customs entry and clearance,
local registration or import formalities,
KYC or identity requests by carriers or customs,
brokerage and carrier handling fees,
payment of duties, taxes, tariffs, and similar charges,
delays caused by customs or regulators,
and all consequences of refusal or failure to clear the shipment.

You acknowledge and agree that Ridgeline Compute LLC is not responsible for customs handling, repackaging, inspection, opening, resealing, confiscation, delay, damage, or loss caused by customs officials, border authorities, carriers, warehouse providers, or other third parties after the shipment enters the logistics chain. You bear all customs charges, import charges, local taxes, and related fees, and we are not responsible if officials or carriers inspect, open, reseal, hold, or unseal your package.

Risk of loss and title pass to you upon our delivery of the shipment to the carrier at origin, to the maximum extent permitted by applicable law. After that point, any loss, theft, tampering, delay, seizure, deterioration, repackaging, or damage in transit is your responsibility, and any claims must be pursued against the carrier or other responsible third party. We may, in our discretion, provide reasonable documentation to support a carrier claim but have no obligation to file or manage such claim on your behalf.

If we offer a DDP or similar prepaid import option for certain tiers or destinations, that option applies only if expressly selected and paid for before the order is finalized. Any such amount is an estimate based on information available at the time of order and does not create any representation that no additional charges will arise.

If a shipment is refused, returned as undeliverable, or abandoned due to your failure to pay duties or respond to customs or carrier requests, we may treat the order as fulfilled with no refund or may, at our discretion, reship or restock subject to additional shipping, storage, and restocking fees.

7.All sales final; no returns except authorized RMA

Except to the extent prohibited by mandatory applicable law, all sales are final. Products may not be returned, exchanged, or refunded for buyer's remorse, change of mind, ordering error, compatibility preferences, delivery delays, customs charges, tax consequences, misunderstanding of self-custody, inability to set up or use the product, or any fluctuation in the value of Bitcoin or other digital assets.

No refund policy, cooling-off policy, or return right applies except as required by non-waivable law or as expressly approved by us in writing through an authorized return merchandise authorization ("RMA"). Any exception granted by us is a one-time accommodation and does not waive this section for any other order or customer.

If an RMA is authorized:

You must obtain written RMA authorization from us before shipping any item back.
Unauthorized returns may be refused, destroyed, or returned to sender at your expense.
You must follow our RMA instructions exactly, including packaging, labeling, declared value, and courier instructions.
You are responsible for all return shipping charges, insurance, customs paperwork, brokerage, and any risk of loss during return transit.
Returns from outside the United States must be shipped DAP to the return facility we designate, and we will not pay return duties, VAT, customs penalties, storage fees, or brokerage fees.
We reserve the right to refuse any package that arrives with unpaid duties, taxes, or fees.
We reserve the right to refuse any return or charge restocking, inspection, repair, cleaning, reconditioning, repackaging, or disposal fees if the product arrives opened, initialized, used, activated, tampered with, incomplete, damaged, incorrectly packed, or not in the exact condition required by the RMA.
Any approved refund, credit, or replacement excludes original outbound shipping, import charges, taxes, customs fees, brokerage, and any third-party transaction costs unless mandatory law requires otherwise.

Granting an RMA, refund, or replacement does not constitute an admission of liability and does not create an obligation to offer the same accommodation in future cases.

Nothing in this section obligates us to approve any return, refund, exchange, or replacement beyond the limited warranty expressly stated below.

8.Limited warranty; optional Priority Support & Extended Warranty

8.1 Standard limited warranty

Ridgeline Compute LLC warrants to the original purchaser that Citadel Vault hardware products will be free from defects in materials and workmanship under normal intended use for 12 months from confirmed delivery. This limited warranty applies only to authentic products purchased directly from Ridgeline Compute LLC or an authorized reseller, if any.

Our sole and exclusive obligation under this limited warranty is, at our option, to:

repair the product,
replace the product with the same product,
replace the product with an equivalent new or refurbished product,
supply replacement parts or components,
or issue store credit or a refund where repair or replacement is not commercially reasonable.

Any repaired or replaced item is warranted for the longer of the remainder of the original warranty period or 90 days after shipment of the repaired or replacement item.

8.2 Priority Support & Extended Warranty

Where offered, customers can add Priority Support & Extended Warranty for a one-time fee shown on the product page for the chosen tier, covering up to 3 years total from the original delivery date (including the first year of standard warranty). It is included at no additional charge with the Vault Founders Edition. The optional plan must be purchased at checkout or with the initial order. Coverage is not available later if it is not purchased at that time.

The Priority Support & Extended Warranty plan includes:

Priority support queue and faster response times compared to standard support
Remote diagnostic assistance to help resolve issues without a return where possible
Warranty repair or replacement handling for non-functioning devices, parts, and accessories
A target 10-working-day turnaround for all covered non-functioning hardware: we aim to dispatch a repaired or replacement unit, part, or accessory within 10 working days of you contacting us. We will first try to diagnose and fix the problem remotely; if it cannot be fixed remotely, we will ship whatever is required to restore your fully functioning Vault and provide a return label for the non-functioning computer, part, or accessory
Replacement parts where stocked
Continued warranty coverage for defects in materials and workmanship during the extended coverage period

The plan is not insurance, does not guarantee uptime or successful recovery or setup, and cannot ensure that every issue can be fixed remotely or at all. Real-world factors such as parts availability, shipping lanes, export restrictions, customs rules, and discontinued components can affect the options we can offer.

For the Vault Advisor tier, the plan also includes stricter response targets, priority cross-ship where practical (we may send a replacement before the return is fully processed, subject to stock and risk controls), and a dedicated point of contact. For covered hardware issues, Vault Advisor plan holders are guaranteed that a repaired or replacement unit, part, or accessory will be dispatched within 5 working days of contacting us, together with a prepaid return label for the original hardware.

We may terminate any Priority Support & Extended Warranty plan if we reasonably believe a customer has breached these Terms, including the Acceptable Use and Compliance section.

8.3 What is not covered

The standard warranty and any extended plan do not cover:

lost Bitcoin, digital assets, passphrases, PINs, Vault Cards, Shamir shares, seed words, backups, or credentials,
customer setup errors, failure to follow instructions, or failure to verify recovery procedures,
normal wear and tear, cosmetic damage, scratches, dents, discoloration, or packaging damage,
misuse, abuse, neglect, theft, loss, fire, water, corrosion, smoke, contamination, impact, power surge, ESD, or environmental damage,
unauthorized repair attempts or modification,
use with modified, unofficial, unsupported, or third-party firmware, software, accessories, adapters, or integrations,
operation outside documented specifications,
customs inspections, customs opening, customs repackaging, seizure, confiscation, or any related transit damage,
consumables and accessories except where a separate written warranty expressly applies,
issues caused by third-party wallets, software, exchanges, nodes, networks, hosting, or APIs,
regulatory changes, tax treatment, sanctions restrictions, or import/export restrictions,
any product purchased second-hand or through an unauthorized channel.

8.4 RMA process for warranty claims

To request warranty service, you must contact support@citadelvault.org and obtain written RMA authorization before returning anything. Return shipments must follow our instructions exactly. You are responsible for return shipping and insurance to the designated facility unless we expressly agree otherwise in writing. For international returns, you must ship DAP to our designated facility, and we will not pay import duties, VAT, brokerage, or clearance fees on the returned item.

If inspection determines that the issue is not covered, we may return the product at your expense, offer paid repair if available, charge reasonable inspection or restocking fees, or dispose of unclaimed items after reasonable notice.

8.5 Warranty disclaimer outside the limited warranty

Except for the express limited warranty in this Section 8, the products, software, firmware, documentation, and services are provided as is and as available, to the maximum extent permitted by law.

To the maximum extent permitted by applicable law, Ridgeline Compute LLC disclaims all other representations, warranties, and conditions, whether express, implied, statutory, or otherwise, including implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, quiet enjoyment, merchantable quality, durability, and any warranties arising from course of dealing or usage of trade. We do not warrant that any product, firmware, software, or service will meet your expectations, be uninterrupted, be error-free, be secure at all times, or remain compatible with third-party software, services, wallets, devices, or regulatory requirements.

9.Custody disclaimer and acknowledgment of Bitcoin risk

You are the sole custodian of your Bitcoin and all related cryptographic materials. Ridgeline Compute LLC does not hold, control, transmit, escrow, recover, reset, or have access to your Bitcoin, private keys, seed words, passphrases, PINs, Vault Cards, Shamir shares, or backups.

If you lose your keys, passphrase, PIN, Vault Cards, Shamir shares, seed words, or backups, your Bitcoin may be permanently unrecoverable. There is no password reset, no account recovery, and no customer support workflow that can restore lost self-custody credentials. Loss or disclosure of your device, PIN, or backup material can result in the permanent loss of your coins, and you are solely responsible for safeguarding those items.

You acknowledge and agree that:

Bitcoin and other digital assets are volatile and risky,
transactions may be irreversible,
legal and tax treatment varies by jurisdiction and may change,
no regulatory authority has approved the merits or legality of Bitcoin, other digital assets, or these products, and their use may become regulated or restricted in your jurisdiction,
no government or private insurance protects against loss of your coins unless you independently obtain such coverage,
and any use of third-party wallets, nodes, services, software, or modifications is entirely at your sole risk.

Nothing on our website, in our documentation, in onboarding materials, in support communications, or in any quote constitutes legal, tax, investment, fiduciary, inheritance, estate-planning, or other professional advice.

10.Software, firmware, and intellectual property

Citadel Vault products may include proprietary and open-source software or firmware. Subject to applicable open-source licenses, Ridgeline Compute LLC retains all right, title, and interest in and to the product software, firmware, hardware designs, source materials, trademarks, logos, circuit designs, secure-channel methods, JavaCard applets, and documentation.

The sale of a product does not transfer ownership of its software or firmware. You receive a limited, revocable, non-exclusive, non-transferable license to use the software and firmware solely as embedded in or supplied for use with the product and only in accordance with applicable documentation and law. Open-source components are governed by their applicable licenses, which prevail to the extent required by those licenses.

Except where prohibited by law, you may not reverse-engineer, decompile, disassemble, extract, emulate, repackage, or create derivative works from proprietary portions of the product, firmware, or software, or remove branding, labels, or notices. Security research performed in good faith and in compliance with our responsible disclosure policy is not prohibited by this section.

Any firmware modification, hardware tampering, invasive testing, unauthorized repair, or use with unsupported or modified software may void warranty and support eligibility.

11.Acceptable use and compliance

You agree to use Citadel Vault only for lawful purposes and in compliance with all applicable laws, including export controls, sanctions, anti-money-laundering laws, anti-terrorist-financing laws, and tax laws.

Prohibited uses include:

transactions involving sanctioned countries, persons, or entities,
money laundering, terrorist financing, fraud, or tax evasion,
use in violation of import/export restrictions,
infringement of third-party rights,
and any use that violates local, national, or international law.

We may refuse service, cancel orders, deny support, suspend fulfillment, decline warranty or extended coverage, or terminate any Priority Support & Extended Warranty plan where we reasonably believe a customer, order, or use case violates this section or creates compliance risk.

12.Limitation of liability

To the maximum extent permitted by applicable law, Ridgeline Compute LLC's total aggregate liability arising out of or relating to any product, service, order, quote, support interaction, warranty claim, delay, shipment, or these Terms & Conditions will not exceed the amount you actually paid to us for the specific product giving rise to the claim, excluding shipping charges, taxes, duties, tariffs, brokerage fees, and third-party transaction fees.

To the maximum extent permitted by applicable law, Ridgeline Compute LLC will not be liable for any indirect, incidental, special, exemplary, punitive, or consequential damages of any kind, including loss of Bitcoin or other digital assets, loss of keys or credentials, loss of data, loss of profits, loss of revenue, loss of savings, business interruption, reputational harm, opportunity cost, tax liabilities, customs costs, regulatory penalties, or losses caused by third-party software, hardware, carriers, customs officials, internet service providers, payment processors, exchanges, nodes, blockchains, miners, sanctions restrictions, or force majeure events.

These limitations apply regardless of the theory of liability, including contract, tort, negligence, strict liability, misrepresentation, restitution, or otherwise, and even if a limited remedy fails of its essential purpose or we were advised that such damages were possible. To the extent any jurisdiction does not allow certain exclusions or limitations, those exclusions apply only to the maximum extent permitted there.

13.Indemnification

You agree to indemnify, defend, and hold harmless Ridgeline Compute LLC and its members, managers, officers, employees, contractors, agents, affiliates, successors, and assigns from and against any third-party claims, actions, liabilities, damages, losses, fines, penalties, costs, and expenses, including reasonable attorneys' fees, arising out of or related to:

your misuse of a product,
your violation of these Terms,
your violation of applicable law,
your importation, resale, transfer, or distribution of a product,
your transactions involving Bitcoin or other digital assets,
your use of modified firmware or third-party integrations,
your negligence, fraud, or willful misconduct,
or claims by any subsequent owners or users of the product arising from your acts or omissions.

14.Privacy

Any personal information provided to us is governed by our Privacy Policy at citadelvault.org/privacy, which is incorporated into these Terms & Conditions.

15.Changes to these terms

We may revise these Terms & Conditions from time to time by posting an updated version on our website with a revised "Last updated" date. Revised terms apply prospectively to new orders and, to the extent permitted by law, to continued use of products and ongoing services after posting.

No waiver or amendment of these Terms & Conditions is effective unless made in a writing issued by Ridgeline Compute LLC. Our failure to enforce any provision does not constitute a waiver of that provision.

16.Entire agreement; order of precedence

These Terms & Conditions, together with the Privacy Policy, any warranty or support terms we publish, any responsible disclosure policy, and any signed quote issued by Ridgeline Compute LLC for your order, constitute the entire agreement between you and Ridgeline Compute LLC regarding the purchase and use of Citadel Vault products. There are no representations, warranties, or understandings outside this agreement.

They supersede all prior or contemporaneous statements, discussions, advertisements, proposals, emails, and understandings on the same subject. If there is a conflict, the order of precedence is:

a signed quote,
these Terms & Conditions,
then any incorporated policies, unless a policy expressly states otherwise.

17.Severability

If any provision of these Terms & Conditions is found invalid, illegal, or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable or severed if modification is not possible, and the remainder will remain in full force and effect. Where a provision material to the transaction is held unenforceable, we further reserve the right to cancel the affected order, to the extent permitted by law.

18.Governing law and dispute resolution

These Terms & Conditions are governed by the laws of the State of Wyoming, USA, without regard to its conflict-of-laws rules and excluding the United Nations Convention on Contracts for the International Sale of Goods.

Any dispute arising from or relating to these Terms, any product, or any related service shall be resolved exclusively under the dispute resolution procedure published at dispute-policy.html, which may include binding arbitration, a class-action waiver, confidentiality, injunctive relief for misuse of intellectual property or confidential information, and a shortened limitations period to the extent permitted by law.

Nothing in this section limits any non-waivable consumer rights that apply in your jurisdiction.

19.Contact

For legal questions: legal@citadelvault.org

For orders and payments: orders@citadelvault.org

For warranty and RMA requests: returns@citadelvault.org

For support and hardware issues: support@citadelvault.org