Currency Online Group Waterloo Location has relocated as of 30th September 2024 - Please place your order and follow the instructions for collection.
Last Updated – April 2024
Currency Online Group is a trading name of Travel Online Group Ltd (Company Number: 10070574)
Definitions:
· “Website” means the website from which the Company advertises and trades.
· “Company”, “Currency Online Group Ltd”, “COG”, “Travel Online Group Limited” (sometimes referred to as “we” or “our” or “us”) means Travel Online Group Ltd whose registered offices are at 3rd Floor Regus, The News Building, 3 London Bridge Street, London, SE1 9SG.
· “Client/ Customer” (sometimes referred to as “You”) shall mean the person, firm, or organisation to which the Company provides services for the purchase or sale of currencies for physical delivery only that uses these services having agreed to these terms and conditions.
· “Payment Date” means the date agreed at inception of the transaction between the Client and the Company, which is specified on the order when the Client must deliver his funds to the Company to ensure that the Company can attempt to meet the agreed Delivery Date for the Client’s purchased currency.
· “Delivery Date” means the date which the Client prefers to have the currency funds they have purchased dispatched to them.
· “Business/ Working Day” means from 09:00am to 17:00pm from Monday to Friday, excluding Saturdays, Sundays and any Bank Holidays.
· “Currency” means the currency purchased at the agreed exchange rate.
· “Contract” means the formal contract entered into between the Client and the Company for the foreign exchange transaction to buy/ sell Currency at the quoted exchange rate on the dates quoted and to make the payment set out therein on and subject to these Terms & Conditions.
· “Suspicious Transactions” means a transaction that raises an unconfirmed belief where there are circumstances to suggest to a reasonable individual that a person might be money laundering. It includes any activity which does not fit with the normal course of business.
· “Data Protection Law” means the General Data Protection Regulation (Regulation (EU) 2016/679)
· “Data Subject” means an identified or identifiable natural person.
· “Personal Data” means any information relating to an identified or identifiable natural person.
· “Process/ Processing/ Processed” means any operation or set of operations performed on Personal Data, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission or otherwise making available, alignment or combination, restriction, erasure or destruction.
Contents:
Section 1 - Terms & Conditions for Currency Delivery by Post
Section 2 - Terms & Conditions for Currency Buy Back by Post
Section 3 - Terms & Conditions for the In-Branch Service
Section 4 – Terms & Conditions for Manigo Pre-Paid Card Service
Section 5 – COG International Payments Conduct of Business Policy
Section 1: Terms & Conditions for Currency Delivery by Post
Agreement - By accessing, using or browsing the Website, or ordering Currency either from the Website or by telephone, you confirm that you are over 18 years old and have read and understood these terms & conditions and agree to be bound by them and to comply with all applicable laws, rules and regulations.
The Client has agreed with the Company that each transaction shall be carried out on the Terms & Conditions as set out below and Personal Data will be processed in accordance with our Privacy Policy. https://currencyonlinegroup.com/privacy-policy
Contents
1. Money Laundering Regulations
2. Ordering Travel Cash by Post
3. Payment
4. Cancellation and Refunds
5. Denomination Requests
6. Delivery
7. Confidentiality
8. Indemnity
9. Exclusion
10. Complaints
11. Disclaimer
12. Copyright
13. General
14. Privacy
15. Force Majeure
16. Governing Law & Jurisdiction
1. Money Laundering Regulations
The Company is licensed for Bureau de Change business with H.M Revenue & Customs (HMRC) under licence number XDML00000100454.
The Company reserves the right at all times to refuse to process any Currency orders at any stage.
The Company has a legal obligation to report to HMRC and/or the National Crime Agency any and all Suspicious Transactions.
The regulations require the Company to monitor any unusual or suspicious transactions of any size taking place where the Company believes the money is derived from illegal activity.
The Company reserves the right to request relevant information from a Client at any time, or level of trading, to comply with the Companies Due Diligence and Anti Money Laundering regulations. Such information may include – but is not limited to – certified photographic identification, a proof of address and a source of funds.
Acceptable forms of identification include a valid passport or driving licence.
Acceptable forms of a proof of address need to show clearly the Clients name and UK address and may include – but is not limited to:
· Valid UK full photocard driving licence.
· Council tax bill dated within the last 3 months.
· Tenancy agreement, from a local council or a recognized letting agency dated within the last 3 months.
· A bank, building society, or credit union statement, dated within the last 3 months.
· Mortgage statement from a recognised lender, dated within the last 3 months.
· Utility bill – gas, electricity, or water, dated within the last 3 months.
· Telephone bill, dated within the last 3 months.
The Company may be required to ask the Client to provide a source of funds as part of our enhanced due diligence checks. You agree that you will have the source of funds available and provide to us the necessary documents to prove these, should we so request them and further agree that your failure to do so to our satisfaction may result in the cancellation of your transaction at your own cost. Should you fail to provide the necessary evidence within 7 days, then we reserve the right to cancel the transaction as having failed the Anti Money Laundering process.
Should the order fail the Anti Money Laundering checks, then we reserve the right to cancel the transaction as per our cancellation policy.
HM Government publish and update a list that can be viewed here: https://www.legislation.gov.uk/uksi/2021/1218/regulation/2/made
This contains a list of countries that if you choose to travel to, may require us to undertake further due diligence checks. We recommend that you check this list prior to ordering with us.
You must provide all the requested information for us to process the order if necessary. We reserve the right to request further information from you should it be required, at any time. You agree that we may take reasonable steps to verify your identification and you acknowledge and agree that we may elect not to do business with you for any reason, at our absolute discretion.
2. Ordering Currency by Post
When placing an order, you warrant that you are acting on your own behalf, for a genuine reason and the currency you wish to buy or sell is legally and beneficially yours, has not been obtained illegally, nor in any way contrary to the rights of the legal owner and is not tainted in anyway by
criminal activity. You also warrant to us that the information that you provide to us is true and accurate in all respects and that you will not withhold any material information from us and you will provide us with any information that we may reasonably require. Neither your placement of an order, our acknowledgement or receipt of your request for currency, or our receipt of your payment, constitute acceptance of your order. Acceptance of an order is only declared by us upon dispatch of the Currency to you. Orders can be placed via the website any time, but will only be processed during the Companies working hours of 09:00am to 17:00pm Monday to Friday – excluding bank holidays in England. Any order placed outside working hours will be processed during working hours on the next working day.
3. Paying for Currency by Post
Payments can be made via bank transfer or debit card. We do not accept credit cards, cheques or cash deposits into our bank. Should you attempt to, or be successful in making a payment to us by cheque or cash, the payment will be held until arrangement is made to return the funds and your currency order will not be processed.
Our website currency rates are indicative only and we are not bound by them. We reserve the right to adjust the rate should the market fluctuate more than 1% within 1 working day of it being ordered. Your payment must reach us as cleared funds within 48 hours of placing your order in order for us to secure the rate at the time of ordering. We reserve the right to amend your order to the rate on the day of receipt should your funds not reach us within 2 working days of the order being placed. In instances where a Bank Holiday is between your order date and your payment date, we will allow extra time equivalent to the holiday period.
Orders under the total value of £300 will incur a £10 postage fee. Orders with a total value between £300 and £750 will incur a £5 postage fee. Orders with a total value over £750 are free postage.
For debit card payments, there is a minimum ordering value of £1’000.00. We only accept UK based debit cards. We do not accept corporate debit cards.
Payments made by bank transfer can be processed any time by the Client via their bank, but will only be processed by the Company during the working hours of 09:00am to 17:00pm Monday to Friday – excluding bank holidays in England. Any bank transfer payments made outside working hours will be processed during working hours the next working day.
3.1.Unidentifiable Payment Receipts - When making payment, you must put your order number as the payment reference to enable us to identify the funds upon receipt. Failure to do so may delay the order being processed. We must be able to clearly identify the remitter of the payment to us. Payment should be made from the bank account in the name of the person ordering the funds. If payment is made from any other account, then understand that a delay may occur due to us needing to identify the remitter. The exchange rate may then be amended to whatever it is on the day the funds are identified.
3.2.Shortages on Payments -Orders that are not paid in full may be held and not dispatched until the full amount is received. Or in the interest of convenience and logistics, we reserve the right to adjust the order to the nearest bill denomination where possible and settle the order if it is an amount considered nominal by us on the day. We shall endeavour, but do not warrant to advise you of any shortfall.
4. Cancellation and Refund Policy for Travel Cash by Post
The Company reserves the right to cancel any order at any time for any reason. In the event of the Company cancelling an order, the Client will be reimbursed up to the full amount paid, or in some instances may be asked to complete a recall request by their own bank.
Once a Client has entered into a contract (ordered and paid) with the Company for the currency, the order can only be cancelled by the Client if they contact us before the order has been dispatched. Should a client request cancellation of their order/s a fee of £10.00 may be applied per order, plus the costs of reversing the foreign exchange transaction. Should the cancellation relate to a multi-currency order the charges may be applied per currency cancelled. The exchange rate used will be our prevailing buyback rate on the day of cancellation.
In order to cancel an order, the Client will need to contact the Company at [email protected] or call on 0203 718 3143. The Company will need to be notified of any cancellation requests before mid-day of the day the order is being dispatched – i.e the day before delivery is due. The refund can be made using the same method of payment the order was made with. Your bank does not provide us with details of the account you paid us from, therefore we will require evidence from you of the payment, along with the sort code, account number and name to effect any refund. If done by debit card, the refund process usually takes 1-5 working days, but may take up to 20 working days, depending on the time taken by the Clients card issuer.
If the Client attempts to cancel the order after it has been dispatched, we cannot refund the order. Should you receive currency that you no longer require, you may then return it to us to our postal address via Royal Mail Special Delivery at your own cost. Once received, wherever possible, we will refund you the full amount, however we reserve the right to buy the currency back in at a modified rate depending on how long the currency takes to come back to us, and any rate movement incurred. The client warrants that under no circumstances shall they instruct a chargeback upon the payment made to the company by using their card without first submitting a formal complaint and receiving a “Final Response” to the complaint. The client understands that in this circumstance the card issuer will then make their own decision as to whether a chargeback instruction can be upheld. Any upheld chargeback does not prevent the company from seeking financial remedy directly from the client. We are prohibited from supplying to you or buying from you any currency in connection with the following industries; crypto, gambling, firearms or production of adult content industries. Should you continue to place an order involving any of these industries for either buying or selling, your order will be cancelled in line with our terms and conditions.
5. Denomination Requests for Travel Cash by Post
The Company will endeavour to ensure that any denomination requests are supplied to the Client, however, the Company reserves the right to supply the currency in any denominations it has available.
6. Delivery of Travel Cash by Post
All deliveries are made to the address you specify and confirmed once our due diligence address checks are complete. Any requests to amend the delivery address must be made via email before the order has been dispatched. Upon receiving such a request it will still be necessary for us to conduct any further checks needed. The Client understands that a delay in processing may occur whilst these checks are being made. The Company does not recommend delivery to a business/charity/organisation address, but will do so upon request, if the relevant proof is given by the Client.
Any person at the delivery address given, can receive the package. The Company cannot be held responsible for any fraudulent acts committed by a third party.
The Royal Mail Special Delivery service is used for all postal orders, which the Royal Mail states as guaranteed next day delivery. However, the Company cannot be held responsible for any delivery delays caused once the order has been dispatched, as they can and do happen. The Company itself does not guarantee next day delivery or guarantee that your required delivery date will be met in any way, but will do everything within its power to make sure this happens.
As the carrier of the item the Royal Mail are responsible for the delivery and the Client accepts that the responsibility for this has been assigned and transferred from the Company to the Royal Mail once the item has been dispatched.
Royal Mail may not ask for a signature at the point of delivery, as GPS tracking is used and considered safe and confirmed as delivery to the address given on the package.
The Company will not be liable for any issues, expenses, or costs arising from the delivery not being made on the date required.
All orders are insured to the maximum amount in case of loss or damage. The Company uses Royal Mail’s own insurance for Special Delivery packages which covers all packages up to £2’500 worth of value. For any packages with value of more than £2’500, the Company will use an independent insurer to cover any loss or damage.
You accept that any failed deliveries or lost packages will not be immediately refunded but dealt with under the terms of the Royal Mail’s own investigation. Once their investigation and our subsequent insurance claim on your behalf (where appropriate) is complete, only then will any refund be payable. The period between expected delivery date and for us to instigate a claim is a minimum of 5 working days and the Royal Mail then require a period of up to 30 business days to investigate and complete any failed delivery investigations and respond.
Should the Royal Mail reject the insurance claim made after their investigation has been complete, you understand that a refund will not be made and accept that their ruling is final in all forms. By rejecting your claim of non-delivery, Royal Mail is confirming to both the Client and the Company that the package has been delivered. At this point any further dispute is a matter between the Client and the Royal Mail as the Company has completed its contractual obligations. The Royal Mail ombudsman may be able to assist you should this event occur.
Please refer to the Royal Mail’s own terms and conditions in the link provided here for further information https://www.royalmail.com/terms-and-conditions
The Company recommends orders are placed at least 2 working days in advance of the Client needing the currency, in case of any delays with the Royal Mail Special Delivery service.
Where the requested delivery date falls on a Monday, the package will be dispatched on the Friday prior, as the Royal Mail do not collect from the Company on weekends. As per Royal Mail protocols, in the odd circumstance, this may result in the package being delivered on the Saturday prior to your delivery date.
You can request Saturday delivery at an extra charge of £2. However, as is the case with every other day, even if the order is processed and dispatched in good time by the Company, the Company cannot be held responsible for any delays resulting in late delivery of the package. In the event of late delivery, the £2 fee is non-refundable.
7. Confidentiality
The Client agrees that the Company may carry out any check as to the Client’s financial status as the Company shall deem fit. The Client accepts that the Company will attempt to verify the Client’s identity by checking the details supplied against those held on specific databases that the Company has access to; i.e. the Electoral Register and fraud prevention agencies. A record of this process will
be kept that may be used to help other companies to verify the Client’s identity. The Company may also pass information to organisations involved in fraud prevention to protect the Company and other clients from theft and fraud. If the Client supplies false or inaccurate information and the Company suspects any fraudulent activity, the Company will record this and share this information with other organisations.
8. Indemnity
The Client shall be responsible for paying any legal fees or costs that are incurred in connection with the enforcement of these terms and conditions, or legal fees incurred in connection with any dispute or difference arising under this agreement that is resolved in favour of the Company.
9. Exclusion Clause
The Company excludes all liability for any claim arising from any act undertaken for the Client, unless the Client can prove that the Company caused the Client to suffer a loss. When determining if the Company has caused the Client to suffer loss, the Client accepts the actions of intermediaries not employed by the Company are the actions of third parties. The Company will not be responsible for any loss caused by a third party. This does not affect the Client’s statutory rights.
The Company will make every effort to process orders without any delay. However, delays can sometimes happen due to technical problems or matters out of our own control. On such occasions, the Company will make every effort to deliver the order as soon as is possible.
If the Company is deemed to be in breach of its own obligations set out in these terms and conditions, the Company will only be liable for the direct losses the Client incurs. ‘Direct losses’ are classed as the value of the currency purchased, pursuant to any contract. The Client accepts that this is a reasonable pre-estimate of the loss you may suffer resulting from any breach by the Company of the obligations laid out in these terms and conditions.
10. Complaints Policy
Should the Client wish to make a complaint regarding any aspect of Currency Online Group’s service, they can send an email to [email protected] where it can be escalated and handled appropriately.
11. Disclaimer
None of the information contained in this website constitutes, nor should be construed as financial advice. The Company provides information attempting to achieve accuracy, but this cannot be guaranteed.
The Company does not warrant this site’s contents and exclude any implied warranty, in particular relating to exchange rates, market prices and data. The Company is showing rates as an indication only. All information is given with the proviso that while we give an indication of today’s rates, we will not be held responsible for any human or machine error that causes a wrong rate to be published.
In the event of an incorrect rate quoted on any order, we will contact you to advise the correct rate and amend the order accordingly. You can then confirm if you wish to proceed with the amended order. Neither the Company, nor any entities from which they receive information, nor any entities with which their site is linked, shall be liable for any investment or other decisions made on the basis of the information provided.
12. Proprietary Rights and Copyright
The contents of this website are protected by copyrights, trademarks, patents and/or any other proprietary rights and laws. No part of this website can be reproduced without prior written consent.
13. General
Any telephone calls between the Company and the Client may be recorded, in which case the recordings will be accepted by the Client as evidence of the instructions or communications recorded.
The Client, by accepting these terms and conditions, acknowledges and accepts that evidence of any such recordings may be referred to by the Company in respect of any dispute or difference between the parties.
The terms and conditions of this Agreement are the conditions in force at the date of this Agreement and shall not be superseded, amended or varied in any way whatsoever without the written consent of the Company.
No representation made orally by the Company, its servants or agents shall be binding upon the Company or shall form part of this Agreement, unless they are agreed in writing by a Director of the Company.
Your obligations under these terms and conditions may not be assigned or transferred in any way to any other party. We shall have the right at any time to transfer and assign our rights under these
terms and conditions to any other party as we deem fit. Any delay or failure on our part to exercise our rights shall in no way amount to or be deemed as a waiver or giving up of such rights by us, nor shall it prejudice any of our other rights under these terms and conditions.
A person who is not a party to the Trading Agreement has no rights under the contracts (Rights of Third Parties) Act 1999 to enforce any term of the Trading Agreement but this does not affect any right or remedy of a third party which, exists or is available under that Act.
Should any of these terms and conditions be deemed to be unenforceable or illegal, the remainder of the terms and conditions shall remain in full force and effect as if the unenforceable or illegal part has been removed. Should any of these terms and conditions be in conflict with any other documentation or information that we have provided to you in connection with any order, then these terms and conditions shall have priority unless specifically agreed by us in writing that such other documentation and information shall have priority in whole or in part.
14. Privacy - Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy
15. Force Majeure
We cannot accept liability for delay or non-fulfilment of any of the terms and conditions caused by force majeure, rioting, strike action, protest, war, lock-out, accident, fire flood, heavy snowfall, financial or banking collapse, network outage, power blackout, acts of terrorism or any other cause outside of our reasonable control.
16. Governing Law and Jurisdiction
These terms and conditions and any disputes or claims arising out of, or in connection with them shall be governed by and construed in accordance with the laws of England and Wales and the English Courts shall have jurisdiction over any such dispute.
Section 2: Terms & Conditions for Currency Buy Back by Post
Agreement – When placing an order, you warrant that you are acting on your own behalf, for a genuine reason and the currency you wish to buy or sell is legally and beneficially yours, has not been obtained illegally, nor in any way contrary to the rights of the legal owner and is not tainted in anyway by criminal activity. The Client agrees that the information provided to us is true and accurate in all respects and that no material or information that the Company may reasonably require may be withheld.
By accessing, using, or browsing the Website, or ordering Currency either from the Website or by telephone, you confirm that you are over 18 years old and have read and understood these terms & conditions and agree to be bound by them and to comply with all applicable laws, rules and regulations.
The Client has agreed with the Company that each transaction shall be carried out on the Terms & Conditions as set out below and Personal Data will be processed in accordance with our Privacy Policy. https://currencyonlinegroup.com/privacy-policy
Our Currency Buy Back by Post service is intended for use by people in the United Kingdom. You must be the rightful owner of the banknotes you want to exchange, or you must have permission from the rightful owner to exchange them.
By agreeing to the following terms and conditions, you agree that we may undertake appropriate checks to verify your identity. We reserve the right to decline any order, if we cannot verify your identity or for any other reason at our discretion.
Content:
1. Authenticity
2. Completion of a Currency Buy Back by Post Order
3. Price & Payment
4. Sending In Your Currency
5. Returns Policy
6. Anti Money Laundering
7. Limitation of Liability
8. Privacy
9. Force Majeure
10. Governing Law and Jurisdiction
1. Authenticity
We do not accept specimen banknotes or banknotes that have been deprived of their value, e.g. by punched holes, defacement, shredding, anti-theft dye, or stamps. We do not accept any coins. Any notes used that are sold to us must have all the required safety features (watermark, security thread, optically variable ink, raised intaglio printing) that are specific to that note. We will only accept notes that are currently valid for exchange with our suppliers and are therefore not outmoded, out-of-date, discontinued, or damaged beyond acceptance. It is the Client’s responsibility to check if the notes they are submitting fit this criterion. When there is reasonable doubt about the authenticity of a banknote, we reserve the right to refuse any exchange for said disputed notes. These notes can be sent back to the Client at their own expense, using Royal Mail’s Special Delivery Service.
2. Completion of a Currency Buy Back by Post Order
Completing a Currency Buy Back order via our website constitutes an offer from the Client to sell currency to us, subject to our acceptance. Confirmation of this order constitutes acceptance by the Company of said order.
All orders are subject to the acceptance of the returned currency and/or any limits or restrictions imposed by us, or by regulation or law from time to time.
Orders can be placed via our website any time.
Once an order has been placed you will be unable to edit the order. You will need to contact us to cancel the order. Our contact details can be found on our ‘Contact’ page.
3. Price and Payment
The live buy back rate and price of all accepted currencies will be displayed on our site, through the buy back currency converter, except in cases of obvious error. The rates shown at the time of placing your order are not the ones that will be applied to the order. The rate applied to your order will be the one at the time your order is received by us and processed into our system. By sending currency to us by post, you accept this may be a lower -or higher - amount than you were originally quoted when initially placing the order.
Payments for all received and processed orders will be processed into the Client account within 5 working days. This does not include weekends or bank holidays. Payments are made by bank transfer.
In cases of extreme rate fluctuations, the Company reserves the right to cancel any orders without warning.
Any incorrect or missing payment information given by the Client can result in payment delays; a payment being credited to the incorrect account; or bank charges being applied by the receiving bank. We cannot be held responsible for any of the above in the case of an order being submitted with incorrect payment details. Any costs incurred will be the responsibility of the Client.
4. Sending In Your Currency
Sending currency to us for exchange is at the risk of the Client. We cannot be held responsible for items lost or damaged during transit to us. We recommend using Royal Mail Special Delivery as the courier service, which tracks and insures each package for a value up to £2’500.00 Any amounts over this can be split into as many packages as necessary. If multiple packages are used, the order will be processed once all have been received. If an item is lost using Royal Mail Special Delivery, then the claim will be the responsibility of the Client.
5. Return Policy
Any requests to cancel an order and have the currency returned need to be made before we process the order and make the relevant payment. This can be done by contacting us via email or telephone. Currency can be sent back to the Client at the Client’s cost. We will strive to do this as quickly as possible.
6. Anti-Money Laundering
The Company is licensed for Bureau de Change business with H.M Revenue & Customs (HMRC) under licence number XDML00000100454.
The Company reserves the right at all times to refuse to process any Currency orders at any stage.
The Company has a legal obligation to report to HMRC and/or the National Crime Agency any and all Suspicious Transactions.
The regulations require the Company to monitor any unusual or suspicious transactions of any size taking place where the Company believes the money is derived from illegal activity.
The Company reserves the right to request relevant information from a Client at any time, or level of trading, to comply with the Companies Due Diligence and Anti Money Laundering regulations. Such information may include – but is not limited to – certified photographic identification, a proof of address and a source of funds.
Acceptable forms of identification include a valid passport or driving licence.
Acceptable forms of a proof of address need to show clearly the Clients name and UK address and may include – but is not limited to:
· Valid UK full photocard driving licence.
· Council tax bill dated within the last 3 months.
· Tenancy agreement, from a local council or a recognized letting agency dated within the last 3 months.
· A bank, building society, or credit union statement, dated within the last 3 months.
· Mortgage statement from a recognised lender, dated within the last 3 months.
· Utility bill – gas, electricity, or water, dated within the last 3 months.
· Telephone bill, dated within the last 3 months.
The Company may be required to ask the Client to provide a source of funds as part of our enhanced due diligence checks. You agree that you will have the source of funds available and provide to us the necessary documents to prove these, should we so request them and further agree that your failure to do so to our satisfaction may result in the cancellation of your transaction at your own cost. Should you fail to provide the necessary evidence within 7 days, then we reserve the right to cancel the transaction as having failed the Anti Money Laundering process.
Should the order fail the Anti Money Laundering checks, then we reserve the right to cancel the transaction as per our cancellation policy.
You must provide all the requested information for us to process the order if necessary. We reserve the right to request further information from you should it be required, at any time. You agree that we may take reasonable steps to verify your identification and you acknowledge and agree that we may elect not to do business with you for any reason, at our absolute discretion.
We are currently prohibited from buying from you any currency in connection with travelling to (or from) the following countries: - Afghanistan; American Samoa; Belarus; Belize; Cuba; Guam; Iraq; Iran; Lebanon; Libya; Myanmar; North Korea; Russia; Samoa; Somalia; South Sudan; Sudan; Syria; Tunisia; Ukraine; US Virgin Islands; Venezuela & Yemen. We are prohibited from buying from you any currency in connection with the following industries: crypto, firearms, or production of adult content industries.
7. Limitation of Liability
Travel Online Group shall make every effort to process orders placed via this Service without any delay. However, by agreeing with our terms and conditions, it is understood that delays can sometimes occur due to technical problems or matters out of the control of Travel Online Group.
Travel Online Group excludes all liability for any claim arising from any act undertaken for a Client unless the Client can prove beyond doubt that Travel Online Group caused the Client to suffer financial loss.
When determining if Travel Online Group has caused a Client to suffer loss, the Client accepts the actions of intermediaries not employed by Travel Online Group as the actions of third parties. Travel Online Group will not be held responsible for any loss, or delay, or non-payment of your currencies caused by a third party factors beyond the control of Travel Online Group. This does not affect the customers’ statutory rights.
8. Privacy Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy
9. Force Majeure
We cannot accept liability for delay or non-fulfilment of any of the terms and conditions caused by force majeure, rioting, strike action, protest, war, lock-out, accident, fire flood, heavy snowfall, financial or banking collapse, network outage, power blackout, acts of terrorism or any other cause outside of our reasonable control.
10. Governing Law and Jurisdiction
These terms and conditions and any disputes or claims arising out of, or in connection with them shall be governed by and construed in accordance with the laws of England and Wales and the English Courts shall have jurisdiction over any such dispute.
Section 3: Terms & Conditions for the In-Branch Service
Agreement - When placing an order, you warrant that you are acting on your own behalf, for a genuine reason and the currency you wish to buy or sell is legally and beneficially yours, has not been obtained illegally, nor in any way contrary to the rights of the legal owner and is not tainted in anyway by criminal activity. The Client agrees that the information provided to us is true and accurate in all respects and that no material or information that the Company may reasonably require may be withheld.
By accessing, using, or browsing the Website, or ordering Currency either from the Website or by telephone, you confirm that you are over 18 years old and have read and understood these terms & conditions and agree to be bound by them and to comply with all applicable laws, rules and regulations.
The Client has agreed with the Company that each transaction shall be carried out on the Terms & Conditions as set out below and Personal Data will be processed in accordance with our Privacy Policy. https://currencyonlinegroup.com/privacy-policy
Contents:
1. Dates and Times
2. Identification Requirements
3. In-Branch Currency Collection
4. Cancellation and Refund Policy For Branch Collection
5. In-Branch Currency Buyback
6. Anti-Money Laundering
7. Privacy
8. Force Majeure
9. Governing Law & Jurisdiction
1. Dates and Times
Orders can be placed via the website any time but will only be processed during the Companies working hours of 09:00am to 17:00pm Monday to Friday – excluding bank holidays in England. Any order placed outside working hours will be processed during working hours on the next working day. All in-branch orders at our Waterloo office must be made via the Website beforehand. Travel Online Group reserves the right to stipulate the dates that are available for Clients to collect from. The available dates for collection are subject to change at our sole discretion and will be shown on our Website when placing the order and in any relevant confirmation emails. The available dates for collection displayed may differ depending on the currency being ordered and stock availability. Collection is subject to the opening dates and times of the Waterloo office. These are stated as 09:00am to 17:00pm, Monday to Friday, excluding Bank Holidays. The risk and responsibility of collecting your order within these opening hours is the Clients only.
2. Identification Requirements
All In-Branch orders require identification upon ordering through the website. All transactions can only be completed by the Client whose name is on the order and whose identification matches the relevant order. Valid photo identification will be required upon arrival and can include, but is not restricted to, a valid Passport, Driving License, or ID card. To enable us to comply with our anti-money laundering and fraud policies, the Company reserves the right to make a copy for its records of your identification document(s) at the time of collection.
3. In-Branch Currency Collections
3.1.Ordering - There is a minimum GBP total order amount of £500 for each order made. Multiple currencies can be selected in one order, as long as the total amount ordered accumulates to over £500 in value. Any orders under this amount cannot and will not be processed. Payments can be made either by bank transfer, or cash. We do not accept debit cards, credit cards, or cheques. Should you attempt to or be successful in making a payment to us by any means we do not accept, the payment will be held until an arrangement can be made to return the funds to you and your currency order will not be processed. Our website currency rates are indicative only and we are not bound by them.
We reserve the right to adjust the rate should the market fluctuate more than 1% within one working day of it being ordered. Your payment must reach us as cleared funds within two hours of placing your order for us to secure the rate at the time of ordering. For any bank transfers, or any cash payments in person, that are made outside of this two-hour window, we reserve the right to change the rate accordingly to whatever it is at the time payment is made. Payments made by bank transfer can be processed any time by the Client via their bank but will only be processed by the Company during the working hours of 09:00am to 17:00pm Monday to Friday – excluding bank holidays in England. Any bank transfer payments made outside of working hours will be processed during working hours the next working day. For cash payments, depending on the currency or the amount, the Company reserves the right to request a deposit from the Client.
3.2. Unidentifiable Payment Receipts - When making payment by bank transfer, the Client must put the order number as the payment reference to enable it to be identified upon receipt. Failure to do so may delay the order being processed. Payment should be made from the bank account in the name of the Client ordering the funds. If payment is made from any other account, then understand that a delay may occur due to us needing to identify the remitter. The exchange rate may then be amended to whatever it is at the time the funds are identified.
4. Cancellation and Refund Policy For Branch Collection
The Company reserves the right to cancel any order at any time for any reason. In the event of the Company cancelling an order, the Client will be reimbursed up to the full amount paid, or in some instances may be asked to complete a recall request by their own bank.
Once a Client has entered into a contract (ordered and paid) with the Company for the currency, the order can only be cancelled by the Client if they contact us. Should a client request cancellation of their order/s a fee of £10.00 may be applied per order, plus the costs of reversing the foreign exchange transaction. Should the cancellation relate to a multi-currency order the charges may be applied per currency cancelled. The exchange rate used will be our prevailing buyback rate on the day of cancellation.
To cancel an order, the Client will need to contact the Company at [email protected] or call on 0203 718 3143. The refund will be made via bank transfer. Your bank does not provide us with details of the account you paid us from, therefore we will require evidence from you of the payment, along with the sort code, account number and name to effect any refund. The refund process usually takes 1-5 working days, but may take up to 20 working days to complete.
The client warrants that under no circumstances shall they instruct a chargeback upon the payment made to the company without first submitting a formal complaint and receiving a “Final Response” to the complaint. Any upheld chargeback does not prevent the company from seeking financial remedy directly from the client. We are prohibited from supplying to you or buying from you any currency in connection with the following industries; crypto, gambling, firearms or production of adult content industries. Should you continue to place an order involving any of these industries for either buying or selling, your order will be cancelled in line with our terms and conditions.
5. In-Branch Currency Buybacks
5.1. Authenticity - We do not accept specimen banknotes or banknotes that have been deprived of their value, e.g. by punched holes, defacement, shredding, anti-theft dye, or stamps. We do not accept any coins. Any notes used that are sold to us must have all the required safety features (watermark, security thread, optically variable ink, raised intaglio printing) that are specific to that note. We will only accept notes that are currently valid for exchange with our suppliers and are therefore not outmoded, out-of-date, discontinued, or damaged beyond acceptance. It is the Client’s responsibility to check if the notes they are submitting fit this criterion. When there is reasonable doubt about the authenticity of a banknote, we reserve the right to refuse any exchange for said disputed notes.
5.2. Process - Completing an In-Branch Currency Buyback order via our website constitutes an offer from the Client to sell currency to us, subject to our acceptance. Confirmation of this order
constitutes acceptance by the Company of said order. All orders are subject to the acceptance of the returned currency and/or any limits or restrictions imposed by us, or by regulation or law from time to time. Once an order has been placed you will be unable to edit the order. You will need to contact us to cancel the order. Our contact details can be found on our ‘Contact’ page.
5.3. Price and Payment for the Buy Back In-Branch Service - The live buyback rate and price of all accepted currencies will be displayed on our site, through the buyback currency converter, except in cases of obvious error. The rates shown at the time of placing your In-Branch Buyback order will be held for two hours only. After the initial two-hour window, the live rate shown on the website will be applied to the order. The Client understands that this may be a lower - or higher - amount than you were originally quoted when placing the order. Payments made via bank transfer for all received and processed orders will be processed into the Clients account within 5 working days. This does not include weekends or bank holidays. In cases of extreme rate fluctuations, the Company reserves the right to cancel any orders without warning. Any incorrect or missing payment information given by the Client can result in payment delays; a payment being credited to the incorrect account; or bank charges being applied by the receiving bank. We cannot be held responsible for any of the above in the case of an order being submitted with incorrect payment details. Any costs incurred will be the responsibility of the Client.
6. Anti-Money Laundering
The Company is licensed for Bureau de Change business with H.M Revenue & Customs (HMRC) under licence number XDML00000100454.
The Company reserves the right at all times to refuse to process any Currency orders at any stage.
The Company has a legal obligation to report to HMRC and/or the National Crime Agency any and all Suspicious Transactions.
The regulations require the Company to monitor any unusual or suspicious transactions of any size taking place where the Company believes the money is derived from illegal activity.
The Company reserves the right to request relevant information from a Client at any time, or level of trading, to comply with the Companies Due Diligence and Anti Money Laundering regulations. Such information may include – but is not limited to – certified photographic identification, a proof of address and a source of funds.
Acceptable forms of identification include a valid passport or driving licence.
Acceptable forms of a proof of address need to show clearly the Clients name and UK address and may include – but is not limited to:
· Valid UK full photocard driving licence.
· Council tax bill dated within the last 3 months.
· Tenancy agreement, from a local council or a recognized letting agency dated within the last 3 months.
· A bank, building society, or credit union statement, dated within the last 3 months.
· Mortgage statement from a recognised lender, dated within the last 3 months.
· Utility bill – gas, electricity, or water, dated within the last 3 months.
· Telephone bill, dated within the last 3 months.
The Company may be required to ask the Client to provide a source of funds as part of our enhanced due diligence checks. You agree that you will have the source of funds available and provide to us the necessary documents to prove these, should we so request them and further agree that your failure to do so to our satisfaction may result in the cancellation of your transaction at your own cost. Should you fail to provide the necessary evidence within 7 days, then we reserve the right to cancel the transaction as having failed the Anti Money Laundering process.
Should the order fail the Anti Money Laundering checks, then we reserve the right to cancel the transaction as per our cancellation policy.
You must provide all the requested information for us to process the order if necessary. We reserve the right to request further information from you should it be required, at any time. You agree that we may take reasonable steps to verify your identification and you acknowledge and agree that we may elect not to do business with you for any reason, at our absolute discretion.
We are currently prohibited from buying from you any currency in connection with travelling to (or from) the following countries: - Afghanistan; American Samoa; Belarus; Belize; Cuba; Guam; Iraq; Iran; Lebanon; Libya; Myanmar; North Korea; Russia; Samoa; Somalia; South Sudan; Sudan; Syria; Tunisia; Ukraine; US Virgin Islands; Venezuela & Yemen. We are prohibited from buying from you any currency in connection with the following industries: crypto, firearms, or production of adult content industries.
7. Privacy Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy
8. Force Majeure
We cannot accept liability for delay or non-fulfilment of any of the terms and conditions caused by force majeure, rioting, strike action, protest, war, lock-out, accident, fire flood, heavy snowfall, financial or banking collapse, network outage, power blackout, acts of terrorism or any other cause outside of our reasonable control.
9. Governing Law and Jurisdiction
These terms and conditions and any disputes or claims arising out of, or in connection with them shall be governed by and construed in accordance with the laws of England and Wales and the English Courts shall have jurisdiction over any such dispute.
Section 4: Terms & Conditions for the Manigo Pre-Paid Card Service
MONAVATE CONSUMER PREPAID CARD TERMS WITH STORED VALUE
INTRODUCTION
This agreement contains the terms on which we provide the services to you.
Please read this agreement in full before you start using the services; it contains important information about us, the services we will provide to you, the circumstances under which this agreement may be changed or ended, what to do and how to access help from us in the event there is a problem as well as other relevant information.
Please contact us link if wish to discuss.
This agreement refers to other documents that apply to the use of the services as follows:
These additional documents are not part of the framework contract.
By starting to use the services (including, for example, downloading the app, logging into your card account, loading your card account or using the card to transact) you confirm that you accept and agree to this agreement (including any updates to this agreement and the other documents referred to above).
WHO WE ARE AND HOW TO CONTACT US
Our company information
Monavate Limited is a company incorporated under the laws of England and Wales with registered
company number 12472532. Our registered address is The Officers Mess Business Centre Royston Road Duxford,
Cambridge, CB22 4QH ("Monavate", “us”, “we”, “our”, as applicable in the context).
We are authorised by the FCA
Monavate Limited is authorised by the Financial Conduct Authority (“FCA”) (registration number 901097)
to issue electronic money and provide payment services.
How to contact us
You can contact us:
By phone: 01223 626 580
By email: [email protected]
By writing to:
- Monavate Cambridge
- The Officers' Mess
- Royston Road
- Duxford
- Cambridge
- CB22 4QH
- By instant messaging / chat: When logged into your Card Account.
GLOSSARY
Card means the payment card issued by us to you.
Card Account means the personal log in area of our website where you can view a list of transactions you have made using the Card as well as other information.
Framework Contract means a contract for payment services which governs the future execution of individual and successive payment transactions and which may contain the obligation and conditions for setting up a payment account as defined in the UK Payment Services Regulations 2017
Funding Source means a payment instrument (such as a debit card or bank account) that you can link to your Card Account by entering its credentials and subsequently use for Top-Ups from time to time
Services means the Card, Card Account and other services provided by us to you in connection with the Card.
Supported Currenciesmeans those foreign currencies that we support and can be loaded onto a Card for spending.
Top-Up means loading “topping up” your Card with funds.
GETTING STARTED
Eligibility:In order to be eligible to use our Services, you must be at least 18 years old. In order to start using our Services, you must apply for a Card and provide the relevant details about yourself when prompted.
Verification:We are required by law to verify certain details about you. We will not issue the Card or open a Card Account until we have verified your identity and performed such other checks as we may in our discretion deem appropriate.
The information you provide must be accurate The information you provide to us must be accurate, complete and truthful at all times. If your personal information changes, then you must update the information we hold about you. We may require additional information from you from time to time and you must cooperate by providing such information upon request.
Electronic checks with third parties: We may share information which we receive from you with other associated organisations or carry out checks on you electronically as is necessary for the purposes of providing the Card. When we perform electronic checks, we may disclose personal data about you to fraud prevention and credit reference agencies who may keep a record of that information. By applying for the Card, you agree to certain personal data about you being passed to such agencies for this purpose. You have the right of access to the personal records held by such fraud prevention agencies. We will supply the names and addresses of the agencies we use upon written request.
You must comply with laws applicable to you at all times. You must comply with laws applicable to you at all times. This means when you must comply with all laws applicable to you during time in which you are applying with us for the Card, throughout the term of this Agreement and for as long as we hold a balance of funds for you after this Agreement ends.
ABOUT THE CARD
Description The Card is issued by us – Movavate Limited. Please see our company’s details in section 2 (Who we are and how to contact us). The Card is a payment card that can be used for online and in-store purchases worldwide at merchants who accept Mastercard/Visa payment cards as a form of payment for goods and services.The Card is not a credit card or a charge card, nor is it a debit card linked to a current account, no interest is payable to you on the balance and the funds loaded onto the Card do not amount to a deposit with us.To use the Card for purchases, you must first load the Card with funds (please see section 5.2).Once loaded with funds, you may use the Card to pay for goods and services. Each time you use the Card, the balance of funds loaded onto the Card will be reduced by the amount of the purchase plus any applicable fees.In addition to GBP, you may load your Card with funds in different Supported Currencies. We do not support all foreign currencies. Please see the list of on website LINK for those currencies that we do support. Please note that the funds held loaded onto your Card are NOT protected by the Financial Services Compensation Scheme; however, we follow the requirements of the Electronic Money Regulations 2011 which are designed to ensure the safety of funds held on accounts such as this.
WHAT HAPPENS IN CASES WHERE THERE ARE INSUFFICIENT FUNDS ON MY CARD?
If you attempt to pay for a purchase using the Card and you have an insufficient balance of funds loaded onto the Card to pay for that purchase, the payment will be declined. You must have a sufficient balance of funds loaded onto your Card in order to pay for a purchase. The balance of funds held on your Card must not be negative. If you attempt to pay for a purchase using the Card in a particular currency and you do not hold a sufficient balance of that currency on your Card or the purchase otherwise anticipates a currency that we do not support, the payment will be automatically processed using another currency that you do hold on your Card and a currency conversion rate will be applied (please see section 9.3 for currency conversion rates). If you do not hold a balance in another currency upon which to draw funds to cover a payment, your payment will be declined.
LOADING FUNDS ONTO YOUR CARD WITH TOP-UP
Top-Up: You can load funds onto your Card to use for spending by linking a Funding Source to your Card. You can link a Funding Source to your Card by entering the Funding Source’s credentials in the relevant area of the Card Account. You may link up to two (2) debit or one (1) bank account to your Card as a Funding Source to load funds onto your Card. You must have no less than one (1) valid Funding Source linked to your Card at all times; payments using the Card may be declined if you do not have a valid Funding Source linked to the Card. In order to Top-Up your Card using your Funding Source, you must follow the applicable steps in the Card account.
When we receive a payment from your Funding Source, we may hold the funds for so long as we determine that there is no risk that the issuer of the Funding Source (i.e. your card-issuing or account-issuing bank) may reverse the transfer due to there being insufficient funds in your bank account.
In order to ensure you receive good outcomes from your use of our Services, we may limit the Funding Sources available for a transaction. If we limit a Funding Source, we will alert you that there is a higher-than-normal level of risk associated with the payment (for example, a risk that the payment may be challenged for some reason). If we contact you for this reason, we are not asserting that you or the merchant who you seek to pay is acting in a dishonest or fraudulent manner. It means that we consider there may be a higher-than-normal risk associated with the payment and we are investigating to ensure you receive a good outcome, in as far as possible.
USE OF THE CARD
How to authorise a payment
You will need to authorise a transaction before we may charge it to your Card. To do this, you will need to use the Card or the Card number. You may need to take additional steps to authorise a transaction at the time you are paying, for example, you may need to enter details on a merchant’s online payment page, tap your Card at the point of sale in-store or enter your PIN on the key pad. Depending on the circumstances, you may be required to undergo some further security checks at the time such as providing biometric data (e.g. a fingerprint).
If the Card, card number and PIN, biometric data or other security details have been used, we will assume you have authorised the transaction. You must therefore tell us immediately if you do not recognise a transaction that has been charged to your Card and is listed as a transaction in your Card Account.
You cannot cancel a transaction after it has been authorised. You can, however, cancel payments that you have authorised to be made on a future date, for example, if you have set up a recurring payment. You can cancel the payment permitting you contact us LINK by the end of the business day before the day the payment is due to be made.
SITUATIONS WHERE WE MAY REFUSE TO AUTHORISE A TRANSACTION
There are certain situations in which we may refuse to authorise a transaction and/or where we may suspend your use of your Card and/or the Card Account. These situations are:
if legal or regulatory requirements prevent us from making the payment or mean that we need to carry out further checks;
if you have infringed this Agreement in a way that we reasonably believe justifies our refusing or delaying your payment;
if we believe that processing your transaction would break this Agreement or that you have not provided all the information we need to make the payment properly;
if the amount is over, or would take you over, any limit that applies to your Card. See limits here LINK
if there are not enough funds loaded onto your Card to make the payment and cover any fees;
if a bankruptcy order is made against you or you have entered into an individual voluntary arrangement with your creditors;
if, even after doing everything reasonably possible, we will not be able to make the payment on time;
if a third party prevents us from making the payment (for example, a card scheme);
if you owe us money;
if we have asked you for important information we reasonably need and you have not given us that information; or
if we have suspended your account.
Time we will receive the payment order
If your payment order is received by us after 4pm on a business day or not on a business day, your payment order will be deemed received on the following business day.
EXECUTION TIMES
Within the EEA and UK, we will execute any transaction:
in euro;
executed wholly in the UK in sterling; or
involving only one currency conversion between the euro and sterling, provided that:
the required currency conversion is carried out in the UK; and
in the case of cross-border transactions, the cross-border transfer takes place in euro,by transferring the amount of the transaction to the payment service provider of the payee by the end of the next business day following the receipt of the payment order.
Any other transactions within the UK will be executed no later than four business days following the receipt of the payment order.
If the payment service provider of the merchant is located outside the EEA, we will execute the transaction as soon as possible.
LIMITS PLACED ON THE CARD
There may be limits on the amount of funds you can load on to the Card. We may also place limits on using the Card for purchases above a certain amount, from time to time. For further information relating to the limits placed on the Card, you can view our website LINK.
ACCOUNTING FOR SERVICE CHARGES OR TIPS
When using the Card at certain merchants (such as, for example, hotels or car rentals), an additional amount (typically 10%-20%) may be added to anticipated service charges or tips, temporarily reducing the balance on the Card. This is to ensure there are sufficient funds available to cover the final cost of the transaction and to reduce the risk of a negative balance arising on the Card. If your actual service charge or tip is less than the additional amount added, it may take up to seven (7) days from the date of the transaction before the difference is available to spend. Only the actual amount of the final bill agreed between you and the merchant will be deducted from the Card.
SHORTFALL
In the unlikely event, a transaction is completed when there are insufficient funds on the Card for that transaction (a "Shortfall"), the Shortfall shall be reimbursed by you unless it is due to an error on the part of the Merchant where the Card was presented, in this circumstance we may seek the Shortfall from the Merchant. You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount and deduct the amount from the balance of funds loaded onto the Card or from your linked Funding Source. We may also charge the amount of the Shortfall from any other Cards that you hold with us, or any other payment method which you may designate at that time, or against any funds which you may subsequently load onto the Card. Until we are reimbursed the Shortfall amount, we may suspend the Card. In addition, we reserve the right to charge you an administration fee for each transaction that you make using the Card that results in a Shortfall or increases the Shortfall amount on the Card.
EXPIRY
You may only use your Card up until the expiry date which is printed on the front of the physical Card or otherwise shown in the Card Account. We will aim to send you a new Card prior to your Card expiring; we may ask you to confirm some details prior to our sending you a new Card.
Fees may apply in certain cases where we send you a new Card. Please see the fees set out on our website LINK.
If you do not want your Card to be renewed, you can let it expire without ordering a replacement. Your Card will be deactivated and you will not be able to use it after its expiry. You should withdraw the funds loaded onto your Card prior to expiry or within a short timeframe thereafter. Please see section 8 for how to withdraw funds loaded on to your Card.
WITHDRAWING FUNDS LOADED ONTO YOUR CARD
How to withdraw the funds loaded on to your Card
You may withdraw funds loaded onto your Card by first logging into the Card Account and following the relevant prompts on the screen. You may only withdraw the balance of the funds loaded onto the Card at any point in time minus the total amount of any pending transactions.
YOU MAY ONLY WITHDRAW FUNDS TO A UK BANK ACCOUNT HELD IN YOUR NAME
You can transfer the balance by bank transfer to your nominated UK bank account which will be processed within fifteen (15) working days of request to allow any outstanding transactions to clear. If you withdraw funds to your bank account that are not in the nominated currency of your bank account, your bank may apply their own exchange rate to convert the funds into the currency of your bank account. For example, if you withdraw EUR funds from your Card to your UK bank account denominated in GBP, your bank may convert the EUR funds to GBP at the rate they offer.
FEES WILL APPLY TO WITHDRAWING FUNDS
You may be charged a fee for withdrawing funds. Please see the fees page on our website LINK.
WITHDRAWING ALL FUNDS WILL NOT MEAN THAT YOUR CARD IS CLOSED
Withdrawing all of your funds from your Card does not automatically close the Card, the Card Account or otherwise end this Agreement. If you would like to end this Agreement, you must follow the steps in section 16 (closing your Card and ending this Agreement).
HOW MUCH WILL YOU PAY
Fees: You must pay the fees in connection with your use of the Services. We will not process your payment until we have received the relevant fees from you. You can see all fees applicable to you on our website LINK.
Interest: The funds loaded on to your Card will not earn any interest.
Exchange rates: You may hold balances of funds in different currencies in your Card Account. If you are making a payment or withdrawing funds using the Card in a currency you hold in the Card Account, the payment will be made from that balance. If you use your Card to make a payment or withdrawal funds in a currency you do not hold in your Card Account, we will convert the amount applying the relevant rate and a fee to the balance or currency that you do hold. We will use the relevant exchange rate published by Mastercard or Visa. We will also apply our margin which is available on the fees pages of our website LINK. Any change in the relevant exchange rate will be applied immediately and without notice to you. We may also change our exchange rate provider at our discretion, without notice to you.
COMMUNICATING WITH YOU
How we will contact youWe may contact you by telephone, letter, SMS or email using the details that you have provided in the Card Account. You must keep your contact details in the Card Account up-to-date at all times.
LanguageWe will communicate with you in English.
Your right to receive a copy of this Agreement:A copy of this Agreement is always available in a form to download on our website. Please visit LINK. Alternatively, please contact us LINK if you need assistance in obtaining a copy.
keep your Card, Card number, CCV, login codes and other security features used to access the Services strictly to yourself; do not share your security credentials to access the Services with any other person or otherwise allow another person to use the Services;
not permit any other person to use your Card;
make sure all your devices are properly protected (set at least one form of access protection, for example a login code);
keep the operating systems of your devices clean (no illegal software) and up-to-date;
frequently review the list of transactions in your Card Account to confirm they are as expected as per your spending;
inform yourself about common scams, such as phishing;
always immediately report irregularities by contacting us LINK and follow our instructions.
How to notify us if there is a problem
If you lose your Card details or if they are stolen, or you suspect that the Card has been used by someone other than you, you must tell us immediately by contacting us on our contact details available here LINK, so we can block your Card and/ or access to your Card Account. If possible, you must also log into your Card Account and suspend your Card.
Please note that we may require you to provide some information in relation to the Card’s being lost, theft or misuse in writing. You must assist us (as well as the police) with any related enquiries.
HOW WE WILL CONTACT YOU IF THERE IS A PROBLEM
In the event we suspect there is an issue with the Card (for example, such as fraud or security threats) we will contact you, in the first instance, by phone. If we cannot get through to you by phone, we will send you an email.
For this reason, you must maintain a current phone number and email address in your Card Account at all times.
Unauthorised or incorrectly executed transactions
In case of an unauthorised payment or where we have incorrectly executed a transaction, upon your request, we will, without delay, refund to you the amount of the transaction including all fees that we have charged for that particular transaction. You will not be entitled to a refund under this section
(a) where your Card, or the personalised security features used to access your Card Account, are lost, stolen or misappropriated. You will be liable for the first GBP 35 of any unauthorised payments if we believe you should have been aware of the loss, theft or unauthorised use. We will not hold you liable for the first GBP 35 if the unauthorised payment was caused either by our acts or omissions, or those of a third party expressly carrying out activities on our behalf.
Your liability for the first GBP 35 also does not apply to any unauthorised transactions made after you have notified us that the security of your Card or Card Account has been compromised.
(b) if you have acted fraudulently, in which case we will not refund you in any circumstances;
(c) if the payment transaction was unauthorised but you have with intent or gross negligence compromised the security of your Card or Card Account or otherwise failed to comply with your obligations to use your Card or Card Account on the terms of this Agreement. In such a case you shall be solely liable for all losses; or
(d) if you do not let us know about the unauthorised or incorrectly completed transaction without undue delay, and in any event, no later than 13 months from the date of the payment transaction.
REFUNDS
You may claim a refund for a transaction that you authorised provided that:
your authorisation did not specify the exact amount when you consented to the transaction;
the amount of the transaction exceeded the amount that you could reasonably have expected it to be (taking into account your previous spending pattern on the account, this Agreement and the circumstances of this case);
you requested a refund from us by contact us LINK within 8 weeks of the date the transaction took place.
When you request a refund under this section, we may require you to provide us with evidence to substantiate your claim. We will refund you within 10 business days of receiving your claim for a refund or, where applicable, within 10 business days of receiving any further information we requested - or we will provide you with reasons for refusing the refund. The refund shall be equal to the amount of the relevant transaction.
OUR RIGHT TO MAKE CHANGES TO THE AGREEMENT
We may, at our discretion, amend the Agreement at any time (including amendments and additions to our fees).
Changes that we may make immediately: In certain exceptional circumstances such as where:
we have a reasonable belief that fraud is likely to or has occurred; or
the amendments are made in order to comply with any regulation,
we may make such amendments immediately and notify you following such amendments.
Changes we may make upon notice to you: Other than for immediate changes as set out above, if we wish to make a change to this Agreement, we will provide you with at least two (2) months’ notice in writing, via email.
If you do not agree to our proposed changes, you have a right to terminate the Agreement immediately free of charge. If you do not notify us of any disagreement with the proposed changes, we may assume you have accepted the changes to the Agreement on the date the change comes into force.
OUR RIGHT TO SUSPEND ACCESS TO THE SERVICES AND/OR CLOSE THE CARD AND CARD ACCOUNT
We may close your Card and Card Account or otherwise suspend access to the Services immediately in the following circumstances:
if we consider, acting reasonably, that you are behaving fraudulently or otherwise criminally;
if you have not given us any information we have requested from you, or we have good reason to believe that information you have provided is incorrect or not true;
if you have broken this Agreement in a serious or persistent way and you have refrained from putting the matter right within a reasonable time of us asking you to do so;
if we have good reason to believe that you continuing to use your Card and/or Card Account could damage our reputation or goodwill;
if we have asked you to repay money you owe us and you have not done so within a reasonable period of time;
if you have been declared bankrupt; or
if we have to do so under any law, regulation, court order or the FCA or FOS’s instructions.
CLOSING YOUR CARD AND ENDING THIS AGREEMENT
You may close your Card and end this Agreement at any time. You may close your Card and end this Agreement at any time. You may do this my contacting us LINK. You only need to inform us at the time; you do not need to give us any prior notice.
You must withdraw your funds from your Card within a reasonable timeframe following notifying us of your intention to close your Card by following the steps as to how to withdraw the funds loaded onto your Card as set out in section 8. After a certain period of time, you may no longer have access to your Card Account in order to follow the steps to withdraw the funds remaining on your Card after closure. You may still, however, withdraw this money for up to six (6) years following the date you close your Card.
We may charge a fee if you end this Agreement, if this Agreement has been in place for less than six months.
REDEEMING THE FUNDS HELD IN YOUR CARD ACCOUNT
If you have funds loaded onto your Card after this Agreement has ended, you may withdraw these funds for up to six (6) years following the date the Agreement ends.
If there are still funds loaded onto your Card 12 months following the end of this Agreement, we will start deducting a fee from the balance of the funds loaded onto your Card that will cover our costs in order to maintain this balance for you until such time as you redeem your funds.
If you wish to redeem your funds after this Agreement has ended and you no longer have access to your Card Account, please contact us LINK so we can help.
If you request to redeem your funds after this Agreement ends, we may need to carry out some checks prior to sending the funds to you. We may therefore ask you to provide some information to us at this time, such as identity documents and so on.
We may charge you a fee for redeeming your funds loaded onto your Card if you request to redeem those funds whilst this Agreement is in place or where you request redemption of the funds loaded onto your Card more than 12 months after this Agreement has ended.
LIABILITY
If we do not reasonably meet our commitments to you under the terms of this Agreement, we are only responsible for loss you suffer that is a foreseeable result of our breaking this Agreement or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
We do not exclude or limit liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.
The Card is a consumer product; accordingly, if you use our Services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
LAW GOVERNING THIS AGREEMENT AND JURISDICTION
The law governing this Agreement is the law of England and Wales. The courts of England and Wales have jurisdiction to adjudicate any dispute between you and us in connection with this Agreement.
DISPUTE RESOLUTION
If you are not satisfied with the service you receive from us you should contact us LINK. Correspondence may be monitored or recorded. Our complaints procedure is available on our website or upon requesting from us LINK and, if we receive a complaint from you, a copy of our complaints procedure will automatically be sent to you.
We will look into your case as quickly as possible. We aim to acknowledge your complaint within 24 hours and send you a final response within 15 business days. In rare occasions, we may need to extend the deadline by a further 20 business days to investigate your case in detail.
If, having exhausted the complaints procedure above, you remain unhappy, you may complain to the Financial Ombudsman Service (FOS) on the following contact details:
Online: ⦁ www.financial-ombudsman.org.uk
Email: ⦁ [email protected]
Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–8:00pm (GMT), and on Saturday from 9:00am–1:00pm (GMT)
If you are not in the UK, call +44 20 7964 0500.
DATA PROTECTION
We need to collect information about you to provide you with the Services under this Agreement. For information on how we use your personal data, please refer to our privacy notice LINK.
By entering into this Agreement, you acknowledge and agree that we may collect, process and store your personal information for the purposes of providing our Services to you. This does not affect any rights and obligations you or we have under data protection law
OTHER LEGAL TERMS
We may transfer this Agreement to someone else
We may assign or otherwise transfer any of our rights and obligations under the Agreement, without your prior consent, to any other person or business, subject to such party continuing the obligations in the Agreement to you.
Third parties
This Agreement is between you and us only. Except for any party to whom we transfer this Agreement (under section 22.1), nothing in the Agreement gives any third party any benefit or right (including any enforcement right).
Section 5: COG International Payments Conduct of Business Policy
Compliance: All business operations must comply with international laws and regulations related to payments, including but not limited to anti-money laundering (AML), know your customer (KYC), sanctions, and data protection. Regular audits and reviews will be conducted by Currencycloud and GC Partners to ensure compliance with regulatory requirements.
Risk Management: Identify, assess, and mitigate risks associated with international payments, including currency risk, geopolitical risk, and operational risk. Implement robust security measures to safeguard customer data and prevent fraud. Maintain adequate insurance coverage to mitigate financial risks.
Customer Service: Provide prompt and reliable service to customers, including timely processing of payments and responsive customer support. Communicate transparently with customers regarding fees, exchange rates, and any potential delays or issues. Resolve customer complaints and inquiries promptly and fairly.
Financial Integrity: Maintain accurate and transparent financial records in accordance with international accounting standards. Conduct regular audits to ensure the integrity of financial data and prevent fraud. Implement internal controls to safeguard against unauthorised transactions and misuse of funds.
Ethical Standards: Conduct business with honesty, integrity, and fairness. Avoid conflicts of interest and ensure that personal interests do not interfere with business decisions. Prohibit bribery, corruption, and other unethical practices in all business dealings.
Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF): Conduct thorough due diligence on all customers to verify their identity and assess the legitimacy of their transactions. Monitor transactions for suspicious activity and report any suspicious transactions to the appropriate authorities. Provide ongoing training to employees to raise awareness of AML and CTF risks and requirements.
Sanctions Compliance: Communicate with Currencycloud and GC Partners to adhere screening of all customers and transactions against international sanctions lists to ensure compliance with sanctions regulations. Implement controls to prevent transactions with sanctioned individuals, entities, or countries. Stay informed about changes to sanctions regulations and adjust procedures accordingly.
Data Protection: Protect the privacy and confidentiality of customer information in accordance with applicable data protection laws. Implement robust security measures to prevent unauthorised access, disclosure, or alteration of customer data.
Obtain consent from customers before collecting or processing their personal information and only use it for legitimate business purposes.
Continuous Improvement: Regularly review and update policies and procedures to reflect changes in regulations, technology, and business practices. Solicit feedback from Currencycloud, GC Partners, employees, customers, and other stakeholders to identify areas for improvement. Invest in training and professional development opportunities to enhance the skills and knowledge of employees.
Reporting: Maintain accurate records of all international payments transactions and regulatory compliance activities. Report to Currencycloud and GC Partners when requested and required. Cooperate fully with regulatory investigations and audits.