Australia

1. CONTRACT FORMATION AND OVERVIEW

1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may access and use the website (and for the purpose of these Terms and Conditions “website” will include our App (where applicable) and the services associated with it (together, the "Service"). By accessing, registering with and requesting to use the Service, you agree to be bound by the terms of these Terms and Conditions. You do not have a standing arrangement to make Transactions; we can decide in our discretion whether or not to permit any Transaction you request.If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

1.2 In these Terms and Conditions, the terms "WorldRemit", "we", "us", and "our" refer to WorldRemit Pty Ltd, together with its employees, directors, affiliates, successors, and assigns. WorldRemit Pty Ltd is a company registered in Australia with ACN 154 871 011, with its registered office at Suite 23.01, Level 23, 1 O'Connell Street, Sydney, NSW 2000.

1.3 The terms "you" and "your" refer to users of the Service, as Senders, Recipients, other users or visitors to the website

1.4 These Terms and Conditions are effective from the date on which you first access, register or use the Service. WorldRemit may unilaterally change the Terms and Conditions in its absolute discretion from time to time, but changes will only be effective from the date they are made and will not change the terms on which you previously used the Service.Any changes to these Terms and Conditions will be communicated to you.By continuing to use the Service after the proposed date on which the changes to these Terms and Conditions take effect, you are deemed to accept those changes.

1.5 The Service was created: (a) to assist customers to send money to their family and friends, and to receive money from family and friends, around the world; and (b)to offer customers the ability to credit a mobile phone account with Airtime Top Up. However, registration for the Service does not require us to accept or process any Transaction that you request.Each Transaction we do accept will be treated as a separate instruction.For security reasons, we recommend that you only send money or Airtime Top Up through the Service to people you know personally. You must not use the Service to send money or Airtime Top Up to strangers, for example sellers of goods and/or services, whether private or retail.

1.6 Nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal, financial, tax or other advice.You should consult your own professional advisers as to the effects of Australian or foreign laws which may apply to the Service.

2. DEFINITIONS

In these Terms and Conditions:

"App" means WorldRemit’s mobile application for the sending of Payment Requests and/or Transaction Requests.

"Airtime Top Up" means credit, which is added to a mobile phone account, which can be used to make calls, send text or picture messages and use data, that is purchased by the Sender and credited to the Payee’s mobile phone account typically within a few seconds.

"Business Day" means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

"Destination Country" means the country in which the Payee receives money or Airtime Top Up through the Service.

"Instruction" means a Payment Request and/or a Transaction Request.

"Local Taxes" means any taxes or charges payable in the Destination Country.

"Payee" means someone who receives money or Airtime Top Up through the Service.

"Payment Instrument" means a valid instrument of payment such as a bank account, debit card or credit card.

"Payment Request" means a specific instruction from you to a Sender requesting a Transaction.

"Payout Amount" means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee.

"Recipient" means:

(a) a Payee; or

(b) in the event that you are using the Service to send a Payment Request, someone who receives the Payment Request.

“Registration” means the registration details of the customer as updated from time to time.

"Sender" means someone who uses the Service to send money or Airtime Top Up.

"Service Fee" means WorldRemit’s fee plus any additional charges or Local Taxes applicable to each Transaction, which WorldRemit may charge in its sole discretion in accordance with applicable laws, as may be described on the WorldRemit website from time to time.

"Service Provider" means a local bank, money exchange house, or other third party service providers (e.g. mobile network operators) in the Destination Country with whom WorldRemit works to provide the Service.

"Transaction" means the transfer of money or Airtime Top Up through the Service.

"Transaction Amount" means the amount of money or the value of the Airtime Top Up that the Sender wishes to send to the Payee as a Transaction, excluding any applicable Service Fee and prior to any foreign exchange conversion.

"Transaction History" means the record of your Transactions on our website which you may access using your email and password registration details.

"Transaction Request" means a specific instruction from you requesting us to send money or AirTime Top Up to a Payee through the Service.

3. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process and you have no right to make any particular Transaction. When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction.We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. If we decide not to process the Transaction, we will notify you promptly of that decision and repay to you the Transaction Amount received by us, provided that we are not prohibited by law from doing so.If we choose to proceed with the Transaction we may still suspend or cancel it in our discretion.

3.3 WorldRemit reserves the right to modify or discontinue the Service or any part of the Service without notice, at any time and from time to time.

3.4 We may, in our absolute discretion, refuse any Transaction Request (as further detailed in clause 5) or impose limits on the Transaction Amount.We may do so either on a per Transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

3.5 Delivery times quoted on our service levels or elsewhere on our website are representative for the “normal” / average service and are not a guarantee of an individual Service or Transaction time.

3.6 We will attempt to process a Transaction promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or due to variations in business hours and currency availability; or otherwise to comply with applicable law.

3.7 We may send and receive notifications in relation to a Transaction by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received.

3.8 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

4. YOUR OBLIGATIONS

4.1 You agree that:

4.1.1 you will not access, use or attempt to use the Service to provide any Instructions unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in any relevant jurisdiction;

4.1.2 for each Transaction Requestthat you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction Request.To the maximum extent permitted by law, the Service Fee is non-refundable unless expressly stated in these Terms and Conditions;

4.1.3 if you submit a Transaction Request that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.1.4 we may apply a convenience fee for processing credit cards in certain jurisdictions at our discretion;

4.1.5 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Service or any Instruction being conducted through the Service;

4.1.6 in connection with your Registration and use of the Service, you will:

(a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b) provide us with any identity documents as may be requested by us;

(c) provide us with details of one or more Payment Instruments;

(d) provide us with true, accurate, current and complete information as we indicate on the website is required to receive the Service and any other information which may be required in relation to the Recipient; and

(e) provide us with:

(i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you are interested in on our website; or

(ii) such information relating to the Transaction as detailed in clause 5.5.

4.2 We do not accept any liability for loss or damages to you or any third party resulting from non-payment or delay in payment of a Payout Amount to a Payee or failure to perform an Instruction under the Service if you are in breach of your obligations listed in clause 4.1.

4.3 When you are using the Service under these Terms and Conditions, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm the Transaction Request before submission and you must check the details carefully.

4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

4.5 When you pay a Transaction Amount in one currency and the Payout Amount is in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances.We guarantee you the Payout Amount in local currency. The margin taken on foreign currency exchange covers our risk in guaranteeing this.If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. The Sender is therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account where the funds are to be delivered.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

4.7 You will only use the Service to send money to people that you know personally and not to pay for goods or services from third parties you do not know and trust. You acknowledge that WorldRemit may refuse to process your Transaction Request where we believe you are using the Service to purchase goods or services from third parties you do not know and trust or where we believe that the Service is being used, by you or the Recipient, in furtherance of fraudulent, illegal or unethical activities. If you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

4.8 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

4.9 In using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send Transaction Amounts: (i) to a Payee who has violated the Terms and Conditions, or (ii) in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If WorldRemit reasonably believes you are using the Service in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, WorldRemit may report you to the appropriate legal authorities.

4.10 When using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

4.10.1 breach these Terms and Conditions, or any other agreement between you and WorldRemit;

4.10.2 create more than one Registration without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and you will keep those details safe and secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 You acknowledge that nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal or other advice.If required, you agree to consult your own professional advisers as to the effects of Australian or foreign laws which may apply to the Service.

5. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

5.1 Registration for the Service does not entitle you to make any Transaction that you request.We may refuse a Transaction at any time for any reason.Where we permit a Transaction, we may still suspend or cancel the Transaction or the Service under this clause.

5.2 We may refuse any Transaction Request, Payment Request or Transaction at any time for any reason (or cancel it where relevant).Notwithstanding this, we set out here some examples of when that may occur.

5.2.1 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions where we believe that the Service is being used, whether by you or the Recipient, in furtherance of illegal, fraudulent or unethical activities.

5.2.2 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions from certain Senders or to certain Payees, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transaction Requests would violate anti-money laundering or counter-terrorism financing laws and regulations. We may refuse to process a Transaction funded from certain Payment Instruments where we have reason to believe the security of the Payment Instrument has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Instrument.

5.2.3 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions if WorldRemit believes you are using the Service to purchase goods or services from third parties you do not know or trust.

5.2.4 We may, in our absolute discretion, refuse or cancel Transaction Requests, Payment Requests or Transactions if:

(a) WorldRemit is unable to verify your identity;

(b) WorldRemit is unable to verify the identity of the Recipient;

(c) you do not comply with information requests pursuant to clause 5.5; or

(d) WorldRemit reasonably believes you are using the Service, or allowing it to be used, in breach of these Terms and Conditions or any applicable laws, rules or regulations.

5.3 Where WorldRemit has refused or cancelled a Transaction Request, Transaction or Payment Request, WorldRemit may also, at its discretion, temporarily or permanently suspend your Registration.

5.4 Where WorldRemit temporarily or permanently suspends your Registration, or refuses or cancels a Transaction Request, Payment Request or a Transaction in accordance with this clause 5, WorldRemit shall be entitled to retain any Service Fees already incurred.

5.5 In order tocomply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

6. YOUR RIGHT TO CANCEL; REFUNDS

6.1 To the extent permitted by law, once we have received your Instruction, you do not have the automatic right to revoke it.

6.2 Notwithstanding clause 6.1 above, WorldRemit may, in its absolute discretion, attempt to cancel your Instruction if you have informed us that you wish to revoke it. In some cases, WorldRemit may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee cancellation will be successful. For successful revocations WorldRemit will normally refund your money, less any reasonable revocation charges and any Service Fees already charged, within four (4) Business Days.

6.3 If you:

6.3.1 have any problems using the Service; or

6.3.2 are aware of any unauthorised or incorrectly executed Transaction,

you should contact us through the channels listed at the end of these Terms and Conditions without delay and in any event no later than 13 months after the date the Transaction Amount was debited, upon becoming aware of the unauthorised or incorrectly executed Transaction. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

6.4 If we have executed the Transaction in accordance with the instructions you have provided to us, and that information proves to have been incorrect, we are not liable for the incorrect execution of the Transaction. We will however make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so.

6.5 Where WorldRemit has executed the Transaction otherwise than in accordance with your Instruction, subject to clause 11.2, WorldRemit will refund the full amount debited. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations which may have occurred between the time you pay us the Transaction Amount and the time of credit.

6.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency.

7. AIRTIME TOP UP

7.1 To send Airtime TopUp, you agree to comply with and undertake the provisions set out in these Terms and Conditions and this clause 7.

7.2 The Airtime TopUp service shall only be provided to you by us in respect of the mobile phone operators available on the website, which are subject to change and availability.

7.3 You will be required to input the mobile phone number to which any Airtime TopUp is to be credited into the appropriate space on the website. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be required to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

7.4 When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is a unique identifier required to ensure that Airtime Top Up is not sent to the wrong person because of a mis-typed number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Transaction Request has been processed by us.

7.5 You are responsible for checking carefully with the Payee that you have their correct phone number.

7.6 The cost of Airtime TopUp will vary depending on the amount of Airtime TopUp that you wish to send to your friend or family member and according to the denominations displayed on the website.

7.7 The total amount (the Transaction Amount and our Service Fee) that you will be required to pay will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

7.8 A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups.When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

7.9 If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate on the WorldRemit service or App before completing the transfer.

7.10 The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com.

7.11 You agree and understand that we only act on your authorisation to send Airtime Top Up and the relevant mobile operator shall be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

7.12 You acknowledge that you will lose the right to cancel the Airtime Top Up once the Airtime Top Up service has been fully performed by us. Accordingly, you will have no right to request a refund under the Australian Consumer Law (as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth) or the Australian Securities and Investments Commission Act 2001 (Cth).

7.13 Please note that the website limits the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups sent over a specific time period (e.g. daily, weekly, monthly).

7.14 Other limits and exclusions related to Airtime Top Ups or the use of the website may be applicable. You will be notified through the website or by email of these additional limitations should they exist or come into existence.

8. PAYMENT REQUEST

8.1 You agree that you will not send Payment Requests to strangers i.e. people you do not know personally.

8.2 You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

8.3 We are not obliged, and there is no standing arrangement, to process any particular Payment Request. When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. You acknowledge and agree that, when we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your Registration for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number). We may, in our sole discretion, choose whether or not to process that Payment Request, or impose limits on Payment Requests. In particular, we may, in our absolute discretion, refuse Payment Requests and/or suspend or cancel your Registration where (i) you are in breach of clause 4, (ii) we believe that the Service is being used, whether by you or the Sender, in furtherance of illegal, fraudulent or unethical activities, or (iii) we are required to do so by law (including applicable anti-money laundering and counter-terrorism legislation) or (iv) we are unable to verify either your identity or that of the Sender.However these are examples only, and we are not obliged to permit any Payment Request you submit.

8.4 Any Transaction that results from a Payment Request will be handled in accordance with these Terms and Conditions, which the Sender will need to accept prior to any Transaction proceeding.

8.5 Cancellation of Payment Requests. Once we have received your Payment Request, you may not cancel it. In such circumstances you would need to contact the Sender separately, and explain that you require the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

8.6 Cancellation of a Transaction. The cancellation of a Transaction shall be governed by, and dealt in accordance with, these Terms and Conditions. You shall assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You shall, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from a Transaction where we reasonably believe that a Transaction has resulted from your use of the Services in contravention of these Terms and Conditions.

9. COLLECTION OF INFORMATION

9.1 Customer Identification Program. Australian law requires financial institutions to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information relating to you and the Recipient and we may also legally consult other sources to obtain information about you and the Recipient.

9.2 Verification and Checks. We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Recipient in the same way. All information provided by you will be treated securely and strictly in accordance with the Privacy Act 1988 (Cth). By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, or requiring you to take steps to confirm ownership of your Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

9.3 Data Privacy Policy. You consent to our processing your personal information for the purposes of providing the Service, including for verification purposes as set out in this clause. You also consent to the use of such data to enable us and our authorised third parties to communicate with you, and for statutory, accounting and archival purposes, in accordance with the terms of WorldRemit's Privacy Policy. You acknowledge that you have read and consented to WorldRemit's Privacy Policy. The Privacy Policy can be found by clicking here.

9.4 Government Disclosures. We may be required by law to provide information about you, your use of the Service and your Instructions to government or other competent authorities as described in our Data Privacy Policy. You acknowledge and consent to us doing this.

9.5 WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

10. INTELLECTUAL PROPERTY

10.1 The WorldRemit website and the WorldRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit website and the Service shall remain our property and/or the property of such other third parties.

10.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

11. WARRANTIES AND LIABILITY

11.1 Where we have materially breached these Terms and Conditions causing a Sender loss, we will refund the Sender the Transaction Amount and the Service Fee.

11.2 If a Transaction is delayed or fails, or if an executed Transaction is not authorised, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. In the case of any unauthorised or incorrectly executed Transaction, any such right may be prejudiced if you do not notify us of the unauthorised or incorrectly executed Transaction without delay, or in any event within thirteen months after the debit date.We will provide you with the further details of your rights to a refund or compensation if you contact us using the contact details at the end of these Terms and Conditions.

11.3 Any claim for compensation made by you must be supported by any available relevant documentation.

11.4 If any loss that you suffer is not covered by a right to payment under the laws referred to in clause 11.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any Service Fee and (b) A$500, unless otherwise agreed by us in writing. The cap on our liability only limits a claim for loss arising out of any single Transaction or series of related Transactions, or (if a loss does not arise out of a Transaction or related Transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated Transactions, you might be able to claim up to A$1,000.

11.5 We do not, in any event, accept responsibility for:

11.5.1 any failure to perform the Service (e.g. your Instruction) as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

11.5.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

11.5.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control; or

11.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

11.6 Nothing in this clause 11 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; or (b) exclude our liability for fraud.

11.7 Where you are sending a Transaction Amount to a Payee who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Payee.

11.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

11.9 You understand and acknowledge that you are liable for all losses incurred in respect of an unauthorised Transaction or Instruction or any other unauthorised use of the Service, where you have acted fraudulently or negligently and you agree to be responsible for and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of this website or Service, all activities that occur under your password, Registration or e-mail login, your violation of these Terms and Conditions or any other violation of the rights of another person or party.

12. USE OF THE APP

12.1 In consideration of you agreeing to abide by these Terms and Conditions, we grant you a non-transferable, non-exclusive licence to use the App, subject to these Terms and Conditions, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

12.2 Except as expressly set out in these Terms and Conditions or as permitted by any local law, you agree:

12.2.1 not to copy the App (except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security); and

12.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the App.

12.3 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.

12.4 We only supply the App for domestic and private use. Supply of the App does not oblige us to permit any Transaction you request.You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.Specifically (but without limitation), we do not accept any liability for loss or damages to you or any third party resulting from any:

12.4.1 delay in us processing an Instruction; or

12.4.2 refusal by us to execute a Transaction pursuant to these Terms and Conditions.

12.5 The App is provided to you free of charge and as a result no representations, conditions, warranties or other terms of any kind are given in respect of the App, and all statutory warranties and conditions are excluded to the fullest extent possible under applicable law.

12.6 In relation to your use of the App, we do not, in any event, to the extent permitted by law, accept responsibility for:

12.6.1 any failure to perform the Services, or any losses or delays in the transmission of messages, due to circumstances outside our control or due to our obligations under any applicable laws, rules or regulations;

12.6.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages we send to one another;

12.6.3 errors in the App or with the Service caused by incomplete or incorrect information provided to us by you or a third party; or

12.6.4 any loss or damage you suffered by you as a result of you using our App on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

13. ELECTRONIC COMMUNICATIONS

13.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

13.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

13.1.2 your records (e.g. of transactions) through the Service;

13.1.3 any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law;

13.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service; and

13.1.5 any other communication related to the Service or WorldRemit.

13.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

13.3 In order to access and retain Communications, you must have or have access to the following:

13.3.1 an internet browser that supports256 – bit such as Internet Explorer version 8.0 or above;

13.3.2 an e-mail account, e-mail software capable of interfacing with WorldRemit's e-mail servers and the capability to read e-mail from WorldRemit, and a device and internet connection capable of supporting the foregoing; and

13.3.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

13.3.4 a printer that is capable of printing from your browser and e-mail software.

13.4 In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

14. TERMINATION

14.1 You may terminate these Terms and Conditions on one month’s written notice. We may terminate these Terms and Conditions upon two months’ notice, except as provided for in clause 14.2.

14.2 We may terminate these Terms and Conditions with immediate effect if you:

14.2.1 become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

14.2.2 are in breach of any provision of these Terms and Conditions;

14.2.3 use the Service or the website in a way that is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

14.2.4 breach or attempt to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

14.2.5 are, in WorldRemit’s reasonable belief, using the Service in connection with fraudulent, illegal or unethical activity, or permitting a third party to do so.

15. COMPLAINTS

15.1 If you wish to make a complaint about a Transaction or any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com.

15.2 We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

16. GENERAL

16.1 Governing law: These Terms and Conditions are governed by the law of New South Wales and you and WorldRemit submit to the exclusive jurisdiction of the courts of New South Wales.

16.2 No Waiver: The failure of WorldRemit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

16.3 Modification: We may modify these Terms and Conditions from time to time without notice to you, except as may be required by law.You can review the most current version of the Terms and Conditions at any time by reviewing the website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify these Terms and Conditions and acknowledge that any attempts by you to modify these Terms and Conditions shall be void.

16.4 Entire Agreement: These Terms and Conditions constitute the entire agreement between you and WorldRemit and supersede all prior understandings or agreements relating to the Service.

16.5 Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

16.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

_________________________________

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us using our contact form. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward them to us using our contact form.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +61 (02) 6145 2161;

by fax at 02 6147 7056; or

or by post to: WorldRemit, attn: Customer Service, WorldRemit Pty Ltd, Suite 23.01, Level 23, 1 O'Connell Street, Sydney, NSW 2000.

Hong Kong

CONTRACT FORMATION AND OVERVIEW

1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may access and use the website (and for the purpose of these Terms and Conditions "website" will include our App (where applicable) and the services associated with it (together, the "Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

1.2 In these Terms and Conditions, the terms "WorldRemit", "we", "us", and "our" refer to WorldRemit (Hong Kong) Limited, together with its employees, directors, affiliates, successors, and assigns. WorldRemit is a company registered with company number CN-1873264 in Hong Kong, with its registered office at Room 1001-1002, 10/F Wilson House 19-27 Wyndham Street Hong Kong Central Hong Kong.

1.3 We are also a licensed money operator (Licence No 14-01-01342) with The Customs and Excise Department in Hong Kong, which is the authority for regulating money service operators under the Anti‐Money Laundering and Counter‐Terrorist Financing Ordinance (Cap. 615). Accordingly, we will operate these Terms and Conditions to comply with the requirements of our licence.

1.4 The terms "you" and "your" refer to users of the Service, as Senders, Recipients, Walletholders and other users or visitors to the website.

1.5 These Terms and Conditions are effective from the date on which you first access, register or use the Service. The Terms and Conditions may change from time to time as set out in clause 17.3 of these Terms and Conditions.

1.6 The Service was created: (a) to assist customers to send money to their family and friends, and to receive money from family and friends, around the world; and (b) to offer customers the ability to credit a mobile phone account with Airtime Top Up. For security reasons, we recommend that you only send money or Airtime Top Up through the Service to people you know personally. You must not use the Service to send money or Airtime Top Up to strangers, for example sellers of goods and/or services, whether private or retail.

  1. DEFINITIONS

In these Terms and Conditions:

"App" means WorldRemit’s mobile application for (a) the sending of Payment Requests and/or Transaction Requests, and/or, where available, (b) the use of the WorldRemit Wallet.

"Airtime Top Up" means credit, which is added to a mobile phone account, which can be used to make calls, send text or picture messages and use data, that is purchased by the Sender and credited to the Payee’s mobile phone account typically within a few seconds.

"Business Day" means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

"Destination Country" means the country in which the Payee receives money, E-money or Airtime Top Up through the Service.

"E-money" means electronically stored monetary value as represented by a claim of a Walletholder on us which is issued on receipt of funds by us on your behalf;

"Hong Kong" means the Special Administrative Region of Hong Kong;

"Instruction" means a Payment Request and/or a Transaction Request.

"Local Taxes" means any taxes or charges payable in the Destination Country.

"Payee" means someone who receives money, E-money or Airtime Top Up through the Service.

"Payment Instrument" means a valid instrument of payment such as a bank account, debit card or credit card.

"Payment Request" means a specific instruction from you to a Sender requesting a Transaction.

"Payout Amount" means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee.

"Prohibited" means activities which involve narcotics, steroids, pharmaceuticals, chemicals, drug paraphernalia, tobacco, seeds, plants, animals, military or semi-military goods or services, weapons (including dual-use goods), adult services or content, bitcoin or other cryptocurrency, binary options or gambling services or any other activities that are prohibited by WorldRemit’s policies as amended from time to time.

"Recipient" means:

(a) a Payee; or

(b) in the event that you are using the Service to send a Payment Request, someone who receives the Payment Request.

"Sender" means someone who uses the Service to send money, E-money or Airtime Top Up.

"Service Fee" means WorldRemit’s fee plus any additional charges or Local Taxes applicable to each Transaction, which WorldRemit may charge in its sole discretion in accordance with applicable laws, as may be described on the WorldRemit website from time to time.

"Service Provider" means a local bank, money exchange house, or other third party service providers (e.g. mobile network operators) in the Destination Country with whom WorldRemit works to provide the Service.

"Transaction" means the transfer of money, E-money or Airtime Top Up through the Service, as the case may be.

"Transaction Amount" means the amount of money or E-money or the value of the Airtime Top Up that the Sender wishes to send to the Payee as a Transaction, excluding any applicable Service Fee and prior to any foreign exchange conversion.

"Transaction History" means the record of your Transactions on our website which you may access using your email and password registration details.

"Transaction Request" means a specific instruction from you requesting us to send money, E-money or Airtime Top Up to a Payee through the Service.

"Walletholder" means a person who resides in a country in which the WorldRemit Wallet is available and has a WorldRemit Wallet within the App.

"WorldRemit Wallet" means a function in the App which stores E-money in a non-interest bearing account maintained by us for a Walletholder, and which provides such features as we may make available from time to time. These features may include (without limitation) the ability to:

(a) see the balance of E-money held in that WorldRemit Wallet;

(b) load additional E-money into that WorldRemit Wallet; and

(c) give instructions for E-money to be paid out of that WorldRemit Wallet.

The WorldRemit Wallet is only available for use in a limited number of countries.

  1. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process any particular Transaction. When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. If we decide not to process the Transaction, we will notify you promptly of that decision and repay to you the Transaction Amount received by us, provided that we are not prohibited by law from doing so. If we choose to proceed with the Transaction we may still suspend or cancel it in our discretion.

3.3 WorldRemit reserves the right to modify or discontinue the Service or any part of the Service without notice, at any time and from time to time.

3.4 We may, in our absolute discretion, refuse any Transaction Request (as further detailed in clause 5) or impose limits on the Transaction Amount. We may do so either on a per Transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

3.5 Delivery times quoted on our service levels or elsewhere on our website are representative for the "normal" / average service and are not a guarantee of an individual Service or Transaction time.

3.6 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or due to variations in business hours and currency availability; or otherwise to comply with applicable law.

3.7 We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received.

3.8 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

  1. YOUR OBLIGATIONS

4.1 You agree that:

4.1.1 you will not access, use or attempt to use the Service to provide any Instructions unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in any relevant jurisdiction;

4.1.2 for each Transaction Request that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction Request. To the maximum extent permitted by law, the Service Fee is non-refundable unless expressly stated in these Terms and Conditions. If you submit a Transaction Request that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.1.3 we may apply a convenience fee for processing credit cards in certain jurisdictions at our discretion;

4.1.4 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Service or any Instruction being conducted through the Service;

4.1.5 in connection with your registration and use of the Service, you will:

(a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b) provide us with any identity documentations as may be requested by us;

(c) provide us with details of one or more Payment Instruments;

(d) provide us with true, accurate, current and complete information as we indicate on the website is required to receive the Service and any other information which may be required in relation to the Recipient;

(e) provide us with:

(i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you are interested in on our website; and

(ii) such information relating to the Transaction as detailed in clause 5.4.

4.2 We do not accept any liability for loss or damages to you or any third party resulting from non-payment or delay in payment of a Payout Amount to a Payee or failure to perform an Instruction under the Service if you are in breach of your obligations listed in clause 4.1.

4.3 When you are using the Service under these Terms and Conditions, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm Transaction Requests before submission and you must check the details carefully.

4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

4.5 When you pay a Transaction Amount in one currency and the Payout Amount is in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. We guarantee you the Payout Amount in local currency. The margin taken on foreign currency exchange covers our risk in guaranteeing this. If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. The Sender is therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account where the funds are to be delivered.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

4.7 You will only use the Service to send money to people that you know personally and not to pay for goods or services from third parties you do not know and trust. You acknowledge that WorldRemit may refuse to process your Transaction Request where we believe you are using the Service to purchase goods or services from third parties you do not know and trust or where we believe that the Service is being used, by you or the Recipient, in furtherance of fraudulent, illegal or Prohibited activities. If you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

4.8 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

4.9 In using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send Transaction Amounts: (i) to a Payee who has violated the Terms and Conditions, or (ii) in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If WorldRemit reasonably believes you are using the Service in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, WorldRemit may report you to the appropriate legal authorities.

4.10 When using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

4.10.1 breach these Terms and Conditions, or any other agreement between you and WorldRemit;

4.10.2 create more than one registration without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and you will keep those details safe and secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 You acknowledge that nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal or other advice. If required, you agree to consult your own professional advisers as to the effects of laws which may apply to the Service.

  1. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

5.1 We may refuse any Transaction Request, Payment Request or Transaction at any time for any reason (or cancel it where relevant). Notwithstanding this, we set out here some examples of when that may occur.

5.1.1 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions where we believe that the Service is being used, whether by you or the Recipient, in furtherance of illegal, fraudulent or Prohibited activities.

5.1.2 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions from certain Senders or to certain Payees, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transaction Requests would violate anti-money laundering or counter-terrorism financing laws and regulations. We may refuse to process a Transaction funded from certain Payment Instruments where we have reason to believe the security of the Payment Instrument has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Instrument.

5.1.3 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions if WorldRemit believes you are using the Service to purchase goods or services from third parties you do not know or trust.

5.1.4 We may, in our absolute discretion, refuse or cancel Transaction Requests, Payment Requests or Transactions if:

(a) WorldRemit is unable to verify your identity;

(b) WorldRemit is unable to verify the identity of the Recipient;

(c) You do not comply with information requests pursuant to clause 5.4; or

(d) WorldRemit reasonably believes you are using the Service, or allowing it to be used, in breach of these Terms and Conditions or any applicable laws, rules or regulations.

5.2 Where WorldRemit has refused or cancelled a Transaction Request, Transaction or Payment Request, WorldRemit may also, at its discretion, temporarily or permanently suspend your Registration.

5.3 Where WorldRemit temporarily or permanently suspends your Registration, or refuses or cancels a Transaction Request, Payment Request or a Transaction in accordance with this clause 5, WorldRemit shall be entitled to retain any Service Fees already incurred.

5.4 In order to comply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

  1. YOUR RIGHT TO CANCEL; REFUNDS

6.1 To the extent permitted by law, once we have received your Instruction, you do not have the automatic right to revoke it.

6.2 Notwithstanding clause 6.1 above, WorldRemit may, in its absolute discretion, or shall if required by law, attempt to cancel or recall your Instruction if you have informed us that you wish to revoke it. In some cases, WorldRemit may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee cancellation will be successful. For successful revocations WorldRemit will normally refund your money, less any reasonable revocation, recall or tracing charges and any Service Fees already charged, within four (4) Business Days.

6.3 If you:

6.3.1 have any problems using the Service; or

6.3.2 are aware of any unauthorised or incorrectly executed Transactions;

you should contact us through the channels listed at the end of these Terms and Conditions without delay and in any event no later than 13 months after the date the Transaction Amount was debited, upon becoming aware of the unauthorised or incorrectly executed Transaction. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

6.4 If we have executed the Transaction in accordance with the instructions you have provided to us, and that information proves to have been incorrect, we are not liable for the incorrect execution of the Transaction. We will however make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so.

6.5 Where WorldRemit has executed the Transaction otherwise than in accordance with your Instruction, subject to clause 11.2, WorldRemit will refund the full amount debited. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations which may have occurred between the time you pay us the Transaction Amount and the time of credit.

6.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency.

  1. AIRTIME TOP UP

7.1 To send Airtime Top Up, you agree to comply with and undertake the provisions set out in these Terms and Conditions and this clause 7.

7.2 The Airtime Top Up service shall only be provided to you by us in respect of the mobile phone operators available on the website, which are subject to change and availability.

7.3 You will be required to input the mobile phone number to which any Airtime Top Up is to be credited into the appropriate space on the website. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be required to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

7.4 When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is a unique identifier required to ensure that Airtime Top Up is not sent to the wrong person because of a mis-typed number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Transaction Request has been processed by us.

7.5 You are responsible for checking carefully with the Payee that you have their correct phone number.

7.6 The cost of Airtime Top Up will vary depending on the amount of Airtime Top Up that you wish to send to your friend or family member and according to the denominations displayed on the website.

7.7 The total amount (the Transaction Amount and our Service Fee) that you will be required to pay will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

7.8 A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups. When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

7.9 If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate on the WorldRemit service or App before completing the transfer.

7.10 The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com.

7.11 You agree and understand that we only act on your authorisation to send Airtime Top Up and the relevant mobile operator shall be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

7.12 You acknowledge that, subject to any applicable law, you will lose the right to cancel the Airtime Top Up once the Airtime Top Up service has been fully performed by us.

7.13 Please note that WorldRemit has absolute discretion to limit the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups (the latter typically due to mobile operator restrictions) over a given period of time e.g. daily, weekly, monthly.

7.14 Other limits and exclusions related to Airtime Top Ups or the use of the website may be applicable. You will be notified through the website or by email of these additional limitations should they exist or come into existence.

  1. PAYMENT REQUEST

8.1 You agree that you will not send Payment Requests to strangers i.e. people you do not know personally.

8.2 You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

8.3 We are not obliged to process any particular Payment Request. When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. You acknowledge and agree that, when we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number). We may, in our sole discretion, choose whether or not to process that Payment Request, or impose limits on Payment Requests. In particular, we may, in our absolute discretion, refuse Payment Requests and/or suspend or cancel your account with us where (i) you are in breach of clause 4, (ii) we believe that the Service is being used, whether by you or the Sender, in furtherance of illegal, fraudulent or Prohibited activities, or (iii) we are required to do so by law (including applicable anti-money laundering and counter-terrorism legislation) or (iv) we are unable to verify either your identity or that of the Sender.

8.4 All Transactions that result from a Payment Request will be handled in accordance with these Terms and Conditions, which the Sender will need to accept prior to any Transaction proceeding.

8.5 Cancellation of Payment Requests. Once we have received your Payment Request, you may not cancel it. In such circumstances you would need to contact the Sender separately and explain that you require the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

8.6 Cancellation of Transactions. The cancellation of Transactions shall be governed by and dealt with in accordance with these Terms and Conditions. You shall assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You shall, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from Transactions where we reasonably believe that such Transactions have resulted from your use of the Services in contravention of these Terms and Conditions.

  1. COLLECTION OF INFORMATION AND CONFIDENTIALITY

9.1 Customer Identification Program. Financial institutions are required to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information relating to you and the Recipient and we may also legally consult other sources to obtain information about you and the Recipient.

9.2 Verification and Checks. We will verify your personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Recipient in the same way. All information provided by you will be treated securely and strictly in accordance with all applicable law. By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, or requiring you to take steps to confirm ownership of your Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

9.3 Data Privacy Policy. We will always process your personal information in accordance with applicable law. You acknowledge that the law permits us to process your personal information in the way we do because the processing is necessary for the purposes of the legitimate interests we pursue, which include (among others): providing the Service, the verification purposes set out in clauses 9.1 and 9.2, the purposes set out in clause 9.4, preventing money laundering or terrorist financing, and/or the other purposes set out in WorldRemit’s Privacy Policy. You also acknowledge that we may use such data to enable us and our authorised third parties to communicate with you always in compliance with applicable law and WorldRemit’s Privacy Policy, and for statutory, accounting and archival purposes, in accordance with the terms of WorldRemit's Privacy Policy. WorldRemit’s Privacy Policy can be found by clicking here.

9.4 Government Disclosures. We may be required by law to provide information about you, your use of the Service and your Instructions to government or other competent authorities as described in WorldRemit's Privacy Policy.

9.5 Recipient information. WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

9.6 Confidentiality. You agree to keep any document, correspondence, information or other material that you receive from us and which may be of a confidential nature, whether in or hard copy or electronic format, strictly confidential, and not to disclose any such material without WorldRemit’s prior written consent, unless otherwise expressly provided in such material or unless you are expressly required to disclose such material under applicable law or regulation.

  1. INTELLECTUAL PROPERTY

10.1 The WorldRemit website and the WorldRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit website and the Service shall remain our property and/or the property of such other third parties.

10.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name "WorldRemit" and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are exclusive marks belonging to us or our affiliates or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

  1. WARRANTIES AND LIABILITY

11.1 Where we have materially breached these Terms and Conditions causing a Sender loss, we will refund the Sender the Transaction Amount and the Service Fee.

11.2 If a Transaction is delayed or fails, or if an executed Transaction is not authorised, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. In the case of any unauthorised or incorrectly executed Transaction, any such right may be prejudiced if you do not notify us of the unauthorised or incorrectly executed Transaction without delay, or in any event within thirteen months after the debit date. We will provide you with the further details of your rights to a refund or compensation if you contact us using the contact details at the end of these Terms and Conditions.

11.3 Any claim for compensation made by you must be supported by any available relevant documentation.

11.4 If any loss that you suffer is not covered by a right to payment under the laws referred to in clause 11.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any Service Fee and (b) HKD5,000, unless otherwise agreed by us in writing. The cap on our liability only limits a claim for loss arising out of any single Transaction or series of related Transactions, or (if a loss does not arise out of a Transaction or related Transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated Transactions, you might be able to claim up to HKD10,000.

11.5 We do not, in any event, accept responsibility for:

11.5.1 any failure to perform the Service (e.g. your Instruction) as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

11.5.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

11.5.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control; or

11.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

11.6 Nothing in this clause 11 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; or (b) exclude our liability for fraud.

11.7 Where you are sending a Transaction Amount to a Payee who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Payee.

11.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

11.9 You understand and acknowledge that you are liable for all losses incurred in respect of an unauthorised Transaction or Instruction or any other unauthorised use of the Service, where you have acted fraudulently or negligently and you agree to be responsible for and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of the website or Service, all activities that occur under your password or account e- mail login, your violation of these Terms and Conditions or any other violation of the rights of another person or party.

  1. USE OF THE APP

12.1 In consideration of you agreeing to abide by these Terms and Conditions, we grant you a non-transferable, non-exclusive licence to use the App, subject to these Terms and Conditions, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

12.2 Except as expressly set out in these Terms and Conditions or as permitted by any local law, you agree:

12.2.1 not to copy the App (except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security); and

12.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the App.

12.3 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.

12.4 We only supply the App for domestic and private use. You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Specifically (but without limitation), we do not accept any liability for loss or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

12.5 The App is provided to you free of charge and as a result no representations, conditions, warranties or other terms of any kind are given in respect of the App, and all statutory warranties and conditions are excluded to the fullest extent possible under applicable law.

12.6 In relation to your use of the App, we do not, in any event, to the extent permitted by law, accept responsibility for:

12.6.1 any failure to perform the Services, or any losses or delays in the transmission of messages, due to circumstances outside our control or due to our obligations under any applicable laws, rules or regulations;

12.6.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages we send to one another;

12.6.3 errors in the App or with the Service caused by incomplete or incorrect information provided to us by you or a third party; or

12.6.4 any loss or damage you suffered by you as a result of you using our App on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

  1. USE OF THE WORLDREMIT WALLET

13.1 Where the WorldRemit Wallet is available in your country of residence, it is set up by either (a) registering for WorldRemit within the App or (b) logging into the App after registering on the website and then taking the additional step of verifying your phone number (or other additional steps as we may later deem necessary).

13.2 A Walletholder can load E-money on to their WorldRemit Wallet using the App, or by using such other methods as we may make available from time to time.

13.3 Where a Sender has elected to credit E-money to a WorldRemit Wallet of a Payee (who resides in a country where the WorldRemit Wallet is available) by performing a Transaction, the E-money will be credited as follows:

13.2.1 where the Payee has a WorldRemit Wallet, the E-money will be credited to their WorldRemit Wallet once the Transaction has been processed. An SMS will be sent to the Walletholder's mobile, informing the Walletholder that E-money has been credited to their WorldRemit Wallet; or

13.2.2 where the Payee does not have a WorldRemit Wallet, the E-money will be held either by us or to our order for a maximum of sixty (60) days and an SMS will be sent to the Payee's mobile, informing them to set up the WorldRemit Wallet. If the Payee does not set up the WorldRemit Wallet within sixty (60) days from the date of the Transactions, WorldRemit reserves the right to cancel the Transaction and refund the E-Money to the Sender.

13.3 E-money held in the WorldRemit Wallet can only be denominated in British pound sterling (GBP), US dollars (USD) or such other currency as we may specify from time to time.

13.4 E-money held in the WorldRemit Wallet will not earn any interest, as it is a cash-equivalent and not a deposit.

13.5 The Walletholder can utilise E-money stored in their WorldRemit Wallet by making a Transaction Request (including by initiating a Transaction to themselves as Payees), or by using such other methods as we may make available from time to time.

13.7 We may from time to time specify:

13.7.1 the minimum amount of E-money that can be loaded on to a WorldRemit Wallet at any one time;

13.7.2 the maximum amount of E-money that can be loaded on to a WorldRemit Wallet at any one time; and/or

13.7.3 the maximum amount of E-money that can be held in a WorldRemit Wallet at any time.

13.8 E-money that we describe as being "held" in a WorldRemit Wallet is a record of the balance of cash-equivalent value that the Walletholder is entitled to receive from us. It does not represent a loan arrangement or any other form of credit. It is also not a deposit. This means it is not protected under any deposit protection scheme that may exist in the Walletholder’s country. Where required by law, the money will be held by us for the Walletholder's benefit in a segregated account in a bank in the Walletholder’s country.

13.9 The Walletholder cannot transfer the WorldRemit Wallet, or any of the Walletholder's rights in the WorldRemit Wallet, to any other person. The Walletholder cannot grant any charge or other security over E-money held in the WorldRemit Wallet.

  1. ELECTRONIC COMMUNICATIONS

14.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

14.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

14.1.2 your records (e.g. of transactions) through the Service;

14.1.3 any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law;

14.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service; and

14.1.5 any other communication related to the Service or WorldRemit.

14.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

14.3 In order to access and retain Communications, you must have or have access to the following:

14.3.1 an internet browser that supports 256 – bit such as Internet Explorer version 8.0 or above;

14.3.2 an e-mail account, e-mail software capable of interfacing with WorldRemit's e-mail servers and the capability to read e-mail from WorldRemit, and a device and internet connection capable of supporting the foregoing; and

14.3.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

14.3.4 a printer that is capable of printing from your browser and e-mail software.

14.4 In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

  1. TERMINATION

15.1 You may terminate these Terms and Conditions on one month’s written notice. We may terminate these Terms and Conditions upon two months’ notice, except as provided for in clause 15.2.

15.2 We may terminate these Terms and Conditions with immediate effect if you:

15.2.1 become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

15.2.2 are in breach of any provision of these Terms and Conditions;

15.2.3 use the Service or the website in a way that is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

15.2.4 through any means of communication intimidate, harass or threaten WorldRemit or its employees with violence, property damage or any other offensive, indecent or hateful material;

15.2.5 breach or attempt to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

15.2.6 are, in WorldRemit’s reasonable belief, using the Service in connection with fraudulent, illegal or Prohibited activity, or permitting a third party to do so.

15.3 Where these Terms and Conditions are terminated and a Walletholder still holds money in a WorldRemit Wallet, the Walletholder will be entitled to take the money out of the WorldRemit Wallet using any of the methods set out in clause 13 for a period of six years following the date of termination (or such longer period as may apply under the laws of the Walletholder’s country). If the Walletholder does not take the money out of the WorldRemit Wallet within that period, the money will cease to be the Walletholder's property and will be forfeited to us.

  1. COMPLAINTS

16.1 If you wish to make a complaint about any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com.

16.2 We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

  1. GENERAL

17.1 Governing law: this Agreement will be governed by the laws of Hong Kong and the parties submit to the exclusive jurisdiction of the Courts of Hong Kong.

17.2 No Waiver: The failure of WorldRemit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

17.3 Modification: We may modify these Terms and Conditions from time to time without notice to you, except as may be required, and as required, by any applicable law. You can review the most current version of the Terms and Conditions at any time by reviewing the website. We will indicate at the top of this page the date these Terms and Conditions were last revised. You may terminate your use of the Service if you do not agree with any modification or amendment to these Terms and Conditions. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify these Terms and Conditions and acknowledge that any attempts by you to modify these Terms and Conditions shall be void.

17.4 Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

17.5 Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

17.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

_________________________________

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward the email to us at customerservice@worldremit.com.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +852 3008 1718;

or by post to: WorldRemit (Hong Kong) Limited, Room 1001-1002 10/F Wilson House, 19-27 Wyndham Street Hong Kong Central, Hong Kong (Attn: Customer Service).

New Zealand Terms and Conditions

CONSUMER FRAUD ALERT: PROTECT YOURSELF. BE CAREFUL WHEN A STRANGER ASKS YOU TO SEND MONEY, ESPECIALLY FROM UNSOLICITED E-MAILS, FOR INTERNET AUCTIONS, NEWSPAPER OR TELEPHONE OFFERS.

Notify us immediately if you believe your WorldRemit username and password have been lost or stolen or if someone may use them without your permission.

 

NOTES:

  • The Terms & Conditions below are in effect for all WorldRemit (New Zealand) Limited transactions and registrations effected as of 15 April 2015. The Terms and Conditions set forth below describe the Terms & Conditions that apply to and govern Your access of the WorldRemit website and Services (as defined below). Do not use or access the WorldRemit website or Services if You do not agree to be bound by such Terms & Conditions.
  • The WorldRemit service is licensed in New Zealand by WorldRemit (New Zealand) Limited, a registered company in New Zealand under NZ Company No: 4705359 and a Registered financial services provider under the Financial Services Providers (Registration & Dispute Resolution) Act 2008 – FSP422206. As the contractual supplier of the WorldRemit service, the service is arranged by WorldRemit (New Zealand) Limited in conjunction with WorldRemit Ltd the parent company registered in the UK under Company Registration number: 0711087. WorldRemit Ltd is Authorised and Regulated by the Financial Conduct Authority (FCA) under the Payment Service Regulations 2017 for the provision of payment services; Registration number: 574642.

 

1.CONTRACT FORMATION AND OVERVIEW

1.1 These Terms and Conditions govern the terms under which you may access and use this website and the services associated with it (together, the "Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

1.2 In these Terms and Conditions, the terms "WorldRemit", "we", "us", and"our" refer to WorldRemit Ltd, together with its employees, directors, affiliates including the WorldRemit (New Zealand) Limited entity, successors, and assigns. WorldRemit Ltd is a company registered number 07110878 in England and Wales, with its registered office at 62 Buckingham Gate, London, SW1E 6AJ. It is Authorised and Regulated by the Financial Services Authority (FSA) under the Payment Service Regulations 2017 for the provision of payment services. Registration number: 574642.

1.3 The terms "you" and "your" refer to users of the Service, whether in their capacity as Senders, Recipients, or visitors to this website.

1.4 These Terms and Conditions are effective from 15 April 2015. The Terms and Conditions may change from time to time, but changes will only be effective from the date they are made and will not change the terms on which you previously used the Service.

1.5 The Service was created to assist customers to send money to their family and friends, and to receive money from family and friends, around the world. For security reasons, we recommend that you only send money through the Service to people you know personally. You must not use the Service to send money to strangers for example sellers of goods and/or services, private or retail.

 

2. DEFINITIONS

In this Terms and Conditions:

"Destination Country" means the country in which the Recipient receives money through the Service.

"Local Taxes" means any taxes or charges payable in the Destination Country.

"Payment Instrument" means a valid instrument of payment such as a bank account, debit card or credit card.

"Payout Amount" means the amount paid out to the Recipient, after any foreign exchange conversion and excluding Local Taxes.

"Recipient" means someone who receives money through the Service.

"Sender"means someone who uses the Service to send money.

"Service Fee" means the fee plus any additional charges applicable to each Transaction.

"Service Provider" means a local bank, money exchange house, or other third party service providers in the Destination Country with whom WorldRemit works in providing the Service.

"Transaction" means a specific instruction to send money through the Service.

"Transaction Amount" means the amount of money that the Sender wishes to send to the Recipient, excluding any applicable fees and prior to any foreign exchange conversion.

 

3. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. The Service may not be available in whole or in part in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process any particular Transaction. When you submit a Transaction, you are requesting that we process the Transaction on your behalf. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. However, if we decide not to process the Transaction, we will notify you promptly of that decision and repay the money paid to us.

3.3 WorldRemit reserves the right to modify or discontinue the service or any part of the Service without notice, at any time and from time to time. We may, in our absolute discretion, refuse any Transaction or limit the amount to be transferred, either on a per transaction basis or on an aggregate basis, and either on individual accounts or on related accounts.

3.4 We may, in our sole discretion, refuse Transactions from certain Senders or to certain Recipients, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by the UK Government and NZ Government. In addition, not all Payment Instruments are available to all customers at all times and we may, in our sole discretion, refuse Transactions funded from certain Payment Instruments.

3.5 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or otherwise to comply with applicable law; or due to variations in business hours and currency availability.

3.6 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

 

4. YOUR OBLIGATIONS

You agree that:

4.1 you will not access, use or attempt to use the Service as a Sender unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in the relevant jurisdiction;

4.2 for each Transaction that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction. If you submit a Transaction that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.3 in connection with your registration and use of the Service, you will:

4.3.1 provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

4.3.2 provide our merchant with details of one or more Payment Instruments; and

4.3.3 provide us with true, accurate, current and complete information for all Transactions.

We do not accept any liability for damages resulting from non-payment or delay in payment of a money transfer to a Recipient or failure to perform a transaction under the Service by reason of any of these matters.

4.4 when you pay for a Transaction in one currency and the Recipient is paid in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. If such account is denominated in another currency the amount to be received by the Recipient will be reduced by the amount of extra charges incurred by reason of the incorrect information given by you and we will have no obligation to make good such reduction;

4.5 when you are sending money under these Terms and Conditions, it is your responsibility to make sure all the Transaction details are accurate before submission. Once a Transaction has been submitted for processing it is not normally possible to change any of its details. You will be given the opportunity to confirm Transactions before submission and you must check the details carefully.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction;

4.7 you will only use the Service to send money to people that you know personally and not to pay for goods or services. If, in breach of this clause, you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk. If WorldRemit reasonably believes you are using the Service to purchase goods or services, we reserve the right to cancel your Transaction(s);

4.8 both you and the Recipients will only act on your own behalf. You may not submit or receive a Transaction on behalf of a third person. If you intend to submit or receive a Transaction on behalf of a company, business or any entity other than a human individual, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the entity we may request in order that we may decide whether to permit the Transaction;

4.9 in using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send money (i) to a Recipient who has violated the Terms and Conditions, or (ii) in connection with illegal activity including without limitation money-laundering, fraud and the funding of terrorist organisations. If you use the Service in connection with illegal activity, WorldRemit may report you to the appropriate legal authorities;

4.10 when using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

4.10.1 breach this Terms and Conditions, or any other agreement between you and WorldRemit;

4.10.2 open more than one account, without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and will keep those details secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Transaction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a Transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

 

5. CANCELLATION AND REFUNDS

5.1 If you have any problems using the Service you should contact us through the channels listed at the end of this Terms and Conditions.

5.2 You have the statutory right to cancel your agreement with us after you have submitted a Transaction. This right of cancellation continues until fourteen days after you have submitted the transaction, or until we have completed the contract by paying the Payout Amount to the Recipient, whichever is the earlier. If you exercise your right to cancel under this clause, we may make a cancellation charge.

5.3 If you wish to exercise your right to cancel under this clause, you must submit a written request to one of the contact points listed at the bottom of this Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

5.4 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency. No adjustment will be made for any currency fluctuations which may have occurred in the meanwhile.

 

6. COLLECTION OF INFORMATION

6.1 Customer Identification Program. NZ law requires all financial institutions to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information and we may also legally consult other sources to obtain information about you.

6.2 Verification and Checks. We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. You can be rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the applicable AML/CFT laws and Privacy Act 1993.

6.3 By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, requiring you to take steps to confirm ownership of your Payment Instruments or email address; or by verifying your information against third party databases; or through other sources.

6.4 Data Privacy Policy. You consent to our processing your personal information for the purposes of providing the Service, including for verification purposes as set out in this clause. You also consent to the use of such data for communicating with you, and for statutory, accounting and archival purposes. You acknowledge that you have read and consented to WorldRemit's Data Privacy Policy. The Data Privacy Policy can be found by clicking here: Data Privacy Policy.

6.5 Government Disclosures. We may be required by law to provide information about you and your Transactions to government or other competent authorities as described in our Data Privacy Policy. You acknowledge and consent to our doing this.

 

7. INTELLECTUAL PROPERTY

7.1 The WorldRemit website and the WorldRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit Online Site and the WorldRemit Online Service shall remain our property and/or the property of such other third parties.

7.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on this website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name WorldRemit and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are our exclusive marks or the exclusive marks of other third parties. Other product, service and company names appearing on the website may be trademarks of their respective owners.

 

8. WARRANTIES AND LIABILITY

8.1 We will refund to you any benefit which we receive as a result of any breach of our agreement with you (this means that, for example, where a money transfer has failed in such circumstances we will refund to you the Transaction Amount and the Service Fee).

8.2 If a money transfer is delayed or fails, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. We will provide you with the details of your rights to a refund or compensation if you contact us using the contact details at the end of this agreement.

8.3 Any claim for compensation made by you and/or a Recipient (who is not registered with us) must be supported by any available relevant documentation.

8.4 If any loss which you or a Recipient (who is not registered with us) suffers is not covered by a right to payment under the laws referred to in clause 8.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any service charge; and (b) NZD$200, unless otherwise agreed by us in writing. Our cap on our liability only limits a claim for loss arising out of any single transaction or related transactions, or (if a loss does not arise out of a transaction or transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated transactions, you may be able to claim up to NZ$500.00

8.5 We do not, in any event, accept responsibility for:

8.5.1 any failure to perform your instructions as a result of circumstances which could reasonably be considered to be outside our control;
8.5.2 Any malfunction in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;
8.5.3 any losses or delays in transmission of messages arising out of the use of any internet service provider or caused by any browser or other software which is not under our control;
8.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

8.6 Nothing in this clause 8 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; or (b) exclude liability for our fraud.

8.7 Where you are sending a money transfer to a Recipient who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Recipient.

8.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

8.9 You agree to indemnify and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of this website or Service, all activities that occur under your password or account e- mail login, your violation of this Terms and Conditions or any other violation of the rights of another person or party.

 

9. ELECTRONIC COMMUNICATIONS

9.1 You acknowledge that this Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

9.1.1 This Terms and Conditions and any amendments, modifications or supplements to it.

9.1.2 Your records of transactions through the Service.

9.1.3 Any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law.

9.1.4 Any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service.

9.1.5 Any other communication related to the Service or WorldRemit.

9.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of this Terms and Conditions.

9.3 In order to access and retain Communications, you must have or have access to the following:

9.3.1 An Internet browser that supports 128-bit encryption, such as Internet Explorer version 4.0 or above;

9.3.2 An e-mail account and e-mail software capable of interfacing with WorldRemit's e-mail servers;

9.3.3 A personal computer, operating system and telecommunications connections to the Internet capable of supporting the foregoing;

9.3.4 Sufficient electronic storage capacity on your computer's hard drive or other data storage unit; and

9.3.5 A printer that is capable of printing from your browser and e-mail software. In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

 

10. TERMINATION

10.1 Either party may terminate this Terms and Conditions on one day's written notice.

10.2 We may terminate this Terms and Conditions with immediate effect if you:

10.2.1 become, or are likely to become, insolvent or are declared bankrupt;

10.2.2 are in breach of any provision of this Terms and Conditions;

10.2.3 your use of the Service or the website is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

10.2.4 breaches or attempts to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way);

 

11. COMPLAINTS

11.1 If you wish to make a complaint about any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page or by email to customerservice@worldremit.com. Please refer to the attached Privacy Policy for more information.

We will do our very best to acknowledge receipt of your complaint within 2 business days of receipt. We will investigate your complaint and come back to you with the results of our investigation and conclusion no later than within 7 business days of receipt of your complaint. If you are not satisfied with the manner in which we have dealt with your complaint, or the outcome/resolution, then you may refer the matter to the Financial Dispute Resolution Scheme:

By mail Level 9, 109 Featherston Street Wellington 6011

By phone 0508 337 337

By email: enquiries@fdrs.org.nz

Online: http://www.fdr.org.nz/making-complaint/make-complaint

12. GENERAL

12.1 Governing law: this Agreement will be governed with the laws in New Zealand and the parties submit to the exclusive jurisdiction of the New Zealand Courts.

12.2 No Waiver: The failure of WorldRemit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

12.3 Modification: We may modify this Terms and Conditions from time to time without notice to you, except as may be required by law. You can review the most current version of the Terms and Conditions at any time by reviewing this website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify this Terms and Conditions and acknowledge that any attempts by you to modify this Terms and Conditions shall be void.

12.4 Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

12.5 Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

12.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

 

Security

We take security very seriously at WorldRemit, and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money to friends and family and to other people that you trust. However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us using our contact form. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward them to us using our contact form.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

Online: https://www.WorldRemit.com/en/contact-us/;

By email: customerservice@worldremit.com

By telephone +64 (09) 887-1710

Or by mail Attn: Customer Service

WorldRemit (New Zealand) Limited

Plaza Level, 41 Shortland Street

Auckland Central New Zealand

 

Singapore

NOTICE TO CUSTOMERS

CAUTIONARY STATEMENT

WorldRemit (Singapore) Pte. Ltd. Is licensed under the Money-changing and Remittance Businesses Act (Cap. 187) to carry on remittance business. Please note that such licensing does NOT guarantee the performance of the remittance licensee and customers take the risk of any losses suffered from the remittance.

1. CONTRACT FORMATION AND OVERVIEW

1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may access and use the website (and for the purpose of these Terms and Conditions “website” will include our App (where applicable) and the services associated with it (together, the"Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

1.2 In these Terms and Conditions, the terms"WorldRemit","we","us", and"our"refer to WorldRemit (Singapore) Pte. Ltd., together with its employees, directors, affiliates, successors, and assigns. WorldRemit (Singapore) Pte. Ltd. is a company registered with UEN 201328515C in Singapore, with its registered office at 16, Raffles Quay #33-03 Hong Leong Building Singapore 048581. WorldRemit (Singapore) Pte. Ltd. is regulated by the Monetary Authority of Singapore under the Money-Changing and Remittance Businesses Act (Cap. 187) as per Remittance Licence Number: RA01506 to provide Remittance service in Singapore.

1.3 The terms"you"and"your"refer to users of the Service, as Senders, Recipients, other users or visitors to the website.

1.4 These Terms and Conditions are effective from the date on which you first access, register or use the Service. The Terms and Conditions may change from time to time, but changes will only be effective 2 months from the date they are first notified to you and will not change the terms on which you previously used the Service.

1.5 The Service was created: (a) to assist customers to send money to their family and friends, and to receive money from family and friends, around the world; and (b) to offer customers the ability to credit a mobile phone account with Airtime Top Up. For security reasons, we recommend that you only send money or Airtime Top Up through the Service to people you know personally. You must not use the Service to send money or Airtime Top Up to strangers, for example sellers of goods and/or services, whether private or retail.

2. DEFINITIONS

In these Terms and Conditions:

“App”means WorldRemit’s mobile application for the sending of Payment Requests and/or Transaction Requests.

“Airtime Top Up”means credit, which is added to a mobile phone account, which can be used to make calls, send text or picture messages and use data, that is purchased by the Sender and credited to the Payee’s mobile phone account typically within a few seconds.

“Business Day”means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

"Destination Country"means the country in which the Payee receives money or Airtime Top Up through the Service.

“Instruction”means a Payment Request and/or a Transaction Request.

"Local Taxes"means any taxes or charges payable in the Destination Country.

“Payee”means someone who receives money or Airtime Top Up through the Service.

"Payment Instrument"means a valid instrument of payment such as a bank account, debit card or credit card.

“Payment Request”means a specific instruction from you to a Sender requesting a Transaction.

"Payout Amount"means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee.

"Recipient"means:

(a) a Payee; or

(b) in the event that you are using the Service to send a Payment Request, someone who receives the Payment Request.

"Sender"means someone who uses the Service to send money or Airtime Top Up.

"Service Fee"means WorldRemit’s fee plus any additional charges or Local Taxes applicable to each Transaction, which WorldRemit may charge in its sole discretion in accordance with applicable laws, as may be described on the WorldRemit website from time to time.

"Service Provider"means a local bank, money exchange house, or other third party service providers (e.g. mobile network operators) in the Destination Country with whom WorldRemit works to provide the Service.

"Transaction"means the transfer of money or Airtime Top Up through the Service.

“Transaction Amount"means the amount of money or the value of the Airtime Top Up that the Sender wishes to send to the Payee as a Transaction, excluding any applicable Service Fee and prior to any foreign exchange conversion.

“Transaction History”means the record of your Transactions on our website which you may access using your email and password registration details.

"Transaction Request"means a specific instruction from you requesting us to send money or AirTime Top Up to a Payee through the Service.

3. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process any particular Transaction. When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction.We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. If we decide not to process the Transaction, we will notify you promptly of that decision and repay to you the Transaction Amount received by us, provided that we are not prohibited by law from doing so. If we choose to proceed with the Transaction we may still suspend or cancel it in our discretion.

3.3 WorldRemit reserves the right to modify or discontinue the Service or any part of the Service without notice, at any time and from time to time.

3.4 We may, in our absolute discretion, refuse any Transaction Request (as further detailed in clause 5) or impose limits on the Transaction Amount.We may do so either on a per Transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

3.5 Delivery times quoted on our service levels or elsewhere on our website are representative for the “normal” / average service and are not a guarantee of an individual Service or Transaction time.

3.6 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or due to variations in business hours and currency availability; or otherwise to comply with applicable law.

3.7 We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received.

3.8 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

4. YOUR OBLIGATIONS

4.1 You agree that:

4.1.1 you will not access, use or attempt to use the Service to provide any Instructions unless you are at least 18 years old, domiciledor resident in Singapore, and that you have the legal capacity to form a binding legal contract in any relevant jurisdiction;

4.1.2 for each Transaction Request that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction Request. To the maximum extent permitted by law, the Service Fee is non-refundable unless expressly stated in these Terms and Conditions. If you submit a Transaction Request that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.1.3 we may apply a convenience fee for processing credit cards in certain jurisdictions at our discretion;

4.1.4 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Service or any Instruction being conducted through the Service;

4.1.5 in connection with your registration and use of the Service, you will:

(a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b) provide us with any identity documentations as may be requested by us;

(c) provide us with details of one or more Payment Instruments;

(d) provide us with true, accurate, current and complete information as we indicate on the website is required to receive the Service and any other information which may be required in relation to the Recipient;

(e) provide us with:

(i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you are interested in on our website; and

(ii) such information relating to the Transaction as detailed in clause 5.4.

4.2 We do not accept any liability for loss or damages to you or any third party resulting from non-payment or delay in payment of a Payout Amount to a Payee or failure to perform an Instruction under the Service if you are in breach of your obligations listed in clause 4.1.

4.3 When you are using the Service under these Terms and Conditions, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm Transaction Requests before submission and you must check the details carefully.

4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

4.5 When you pay a Transaction Amount in one currency and the Payout Amount is in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances.We guarantee you the Payout Amount in local currency. The margin taken on foreign currency exchange covers our risk in guaranteeing this.If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. The Sender is therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account where the funds are to be delivered.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

4.7 You will only use the Service to send money to people that you know personally and not to pay for goods or services from third parties you do not know and trust. You acknowledge that WorldRemit may refuse to process your Transaction Request where we believe you are using the Service to purchase goods or services from third parties you do not know and trust or where we believe that the Service is being used, by you or the Recipient, in furtherance of fraudulent, illegal or unethical activities. If you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

4.8 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

4.9 In using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send Transaction Amounts: (i) to a Payee who has violated the Terms and Conditions, or (ii) in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If WorldRemit reasonably believes you are using the Service in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, WorldRemit may report you to the appropriate legal authorities.

4.10 When using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

4.10.1 breach these Terms and Conditions, or any other agreement between you and WorldRemit;

4.10.2 create more than one registration without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and you will keep those details safe and secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 You acknowledge that nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal or other advice.If required, you agree to consult your own professional advisers as to the effects of Singapore or foreign laws which may apply to the Service.

5. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

5.1 We may refuse any Transaction Request, Payment Request or Transaction at any time for any reason (or cancel it where relevant).Notwithstanding this, we set out here some examples of when that may occur.

5.1.1 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions where we believe that the Service is being used, whether by you or the Recipient, in furtherance of illegal, fraudulent or unethical activities.

5.1.2 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions from certain Senders or to certain Payees, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transaction Requests would violate anti-money laundering or counter-terrorism financing laws and regulations. We may refuse to process a Transaction funded from certain Payment Instruments where we have reason to believe the security of the Payment Instrument has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Instrument.

5.1.3 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions if WorldRemit believes you are using the Service to purchase goods or services from third parties you do not know or trust.

5.1.4 We may, in our absolute discretion, refuse or cancel Transaction Requests, Payment Requests or Transactions if:

(a) WorldRemit is unable to verify your identity;

(b) WorldRemit is unable to verify the identity of the Recipient;

(c) You do not comply with information requests pursuant to clause 5.4; or

(d) WorldRemit reasonably believes you are using the Service, or allowing it to be used, in breach of these Terms and Conditions or any applicable laws, rules or regulations.

5.2 Where WorldRemit has refused or cancelled a Transaction Request, Transaction or Payment Request, WorldRemit may also, at its discretion, temporarily or permanently suspend your Registration

5.3 Where WorldRemit temporarily or permanently suspends your Registration, or refuses or cancels a Transaction Request, Payment Requestor a Transaction in accordance with this clause 5, WorldRemit shall be entitled to retain any Service Fees already incurred.

5.4 In order to comply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

6. YOUR RIGHT TO CANCEL; REFUNDS

6.1 To the extent permitted by law, once we have received your Instruction, you do not have the automatic right to revoke it.

6.2 Notwithstanding clause 6.1 above, WorldRemit may, in its absolute discretion, attempt to cancel your Instruction if you have informed us that you wish to revoke it. In some cases, WorldRemit may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee cancellation will be successful. For successful revocations WorldRemit will normally refund your money, less any reasonable revocation charges and any Service Fees already charged, within four (4) Business Days.

6.3 If you:

6.3.1 have any problems using the Service; or

6.3.2 are aware of any unauthorised or incorrectly executed Transactions;

you should contact us through the channels listed at the end of these Terms and Conditions without delay and in any event no later than 13 months after the date the Transaction Amount was debited, upon becoming aware of the unauthorised or incorrectly executed Transaction. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

6.4 If we have executed the Transaction in accordance with the instructions you have provided to us, and that information proves to have been incorrect, we are not liable for the incorrect execution of the Transaction. We will however make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so.

6.5 Where WorldRemit has executed the Transaction otherwise than in accordance with your Instruction, subject to clause 11.2, WorldRemit will refund the full amount debited. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations which may have occurred between the time you pay us the Transaction Amount and the time of credit.

6.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency.

7. AIRTIME TOP UP

7.1 To send Airtime Top Up, you agree to comply with and undertake the provisions set out in these Terms and Conditions and this clause 7.

7.2 The Airtime Top Up service shall only be provided to you by us in respect of the mobile phone operators available on the website, which are subject to change and availability.

7.3 You will be required to input the mobile phone number to which any Airtime Top Up is to be credited into the appropriate space on the website. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be required to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

7.4 When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is a unique identifier required to ensure that Airtime Top Up is not sent to the wrong person because of a mis-typed number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Transaction Request has been processed by us.

7.5 You are responsible for checking carefully with the Payee that you have their correct phone number.

7.6 The cost of Airtime Top Up will vary depending on the amount of Airtime Top Up that you wish to send to your friend or family member and according to the denominations displayed on the website.

7.7 The total amount (the Transaction Amount and our Service Fee) that you will be required to pay will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

7.8 A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups.When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

7.9 If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate on the WorldRemit service or App before completing the transfer.

7.10 The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com.

7.11 You agree and understand that we only act on your authorisation to send Airtime Top Up and the relevant mobile operator shall be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

7.12 You acknowledge that you will lose the right to cancel the Airtime Top Up once the Airtime Top Up service has been fully performed by us. Accordingly, you will have no right to request a refund under the applicable Singapore law and regulation.

7.13 Please note that the website limits the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups sent over a specific time period (e.g. daily, weekly, monthly).

7.14 Other limits and exclusions related to Airtime Top Ups or the use of the website may be applicable. You will be notified through the website or by email of these additional limitations should they exist or come into existence.

8. PAYMENT REQUEST

8.1 You agree that you will not send Payment Requests to strangers i.e. people you do not know personally.

8.2 You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

8.3 We are not obliged to process any particular Payment Request. When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. You acknowledge and agree that, when we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number). We may, in our sole discretion, choose whether or not to process that Payment Request, or impose limits on Payment Requests. In particular, we may, in our absolute discretion, refuse Payment Requests and/or suspend or cancel your account with us where (i) you are in breach of clause 4, (ii) we believe that the Service is being used, whether by you or the Sender, in furtherance of illegal, fraudulent or unethical activities, or (iii) we are required to do so by law (including applicable anti-money laundering and counter-terrorism legislation) or (iv) we are unable to verify either your identity or that of the Sender.

8.4 All Transactions that result from a Payment Request will be handled in accordance with these Terms and Conditions, which the Sender will need to accept prior to any Transaction proceeding.

8.5Cancellation of Payment Requests.Once we have received your Payment Request, you may not cancel it. In such circumstances you would need to contact the Sender separately, and explain that you require the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

8.6Cancellation of Transactions.The cancellation of Transactions shall be governed by, and dealt in accordance with these Terms and Conditions. You shall assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You shall, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from Transactions where we reasonably believe that such Transactions have resulted from your use of the Services in contravention of these Terms and Conditions.

9. COLLECTION OF INFORMATION

9.1Customer Identification Program.Singapore law requires all financial institutions to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information relating to you and the Recipient and we may also legally consult other sources to obtain information about you and the Recipient.

9.2Verification and Checks.We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Recipient in the same way. All information provided by you will be treated securely and will be collected, used, or disclosed strictly in accordance with the requirements and guidelines of the Personal Data Protection Act 2012. By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, or requiring you to take steps to confirm ownership of your Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

9.3Data Privacy Policy.You consent to our collecting, using, or disclosing your personal information for the purposes of providing the Service, including for verification purposes as set out in this clause. You also consent to the use of such data to enable us and our authorised third parties to communicate with you, and for statutory, accounting and archival purposes, in accordance with the terms of WorldRemit's Privacy Policy. You acknowledge that you have read and consented to WorldRemit's Privacy Policy. The Privacy Policy can be found by clickinghere.

9.4Government Disclosures.We may be required by law to provide information about you, your use of the Service and your Instructions to government or other competent authorities and regulators in exercise of their lawful powers, as described in our Data Privacy Policy. You acknowledge and consent to us doing this.

9.5 WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

10. INTELLECTUAL PROPERTY

10.1 The WorldRemit website and the WorldRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit website and the Service shall remain our property and/or the property of such other third parties.

10.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

11. WARRANTIES AND LIABILITY

11.1 Where we have materially breached these Terms and Conditions causing a Sender loss, we will refund the Sender the Transaction Amount and the Service Fee.

11.2 If a Transaction is delayed or fails, or if an executed Transaction is not authorised, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. In the case of any unauthorised or incorrectly executed Transaction, any such right may be prejudiced if you do not notify us of the unauthorised or incorrectly executed Transaction without delay, or in any event within thirteen months after the debit date.We will provide you with the further details of your rights to a refund or compensation if you contact us using the contact details at the end of these Terms and Conditions.

11.3 Any claim for compensation made by you must be supported by any available relevant documentation.

11.4 If any loss that you suffer is not covered by a right to payment under the laws referred to in clause 11.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any Service Fee and (b) SGD 500 unless otherwise agreed by us in writing. The cap on our liability only limits a claim for loss arising out of any single Transaction or series of related Transactions, or (if a loss does not arise out of a Transaction or related Transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated Transactions, you might be able to claim up to SGD 1,000.

11.5 We do not, in any event, accept responsibility for:

11.5.1 any failure to perform the Service (e.g. your Instruction) as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

11.5.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

11.5.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control; or

11.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

11.6 Nothing in this clause 11 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; or (b) exclude our liability for fraud.

11.7 Where you are sending a Transaction Amount to a Payee who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Payee.

11.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

11.9 You understand and acknowledge that you are liable for all losses incurred in respect of an unauthorised Transaction or Instruction or any other unauthorised use of the Service, where you have acted fraudulently or negligently and you agree to be responsible for and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of the website or Service, all activities that occur under your password or account e- mail login, your violation of these Terms and Conditions or any other violation of the rights of another person or party.

12. USE OF THE APP

12.1 In consideration of you agreeing to abide by these Terms and Conditions, we grant you a non-transferable, non-exclusive licence to use the App, subject to these Terms and Conditions, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

12.2 Except as expressly set out in these Terms and Conditions or as permitted by any local law, you agree:

12.2.1 not to copy the App (except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security); and

12.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the App.

12.3 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.

12.4 We only supply the App for domestic and private use. You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Specifically (but without limitation), we do not accept any liability for loss or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

12.5 The App is provided to you free of charge and as a result no representations, conditions, warranties or other terms of any kind are given in respect of the App, and all statutory warranties and conditions are excluded to the fullest extent possible under applicable law.

12.6 In relation to your use of the App, we do not, in any event, to the extent permitted by law, accept responsibility for:

12.6.1 any failure to perform the Services, or any losses or delays in the transmission of messages, due to circumstances outside our control or due to our obligations under any applicable laws, rules or regulations;

12.6.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages we send to one another;

12.6.3 errors in the App or with the Service caused by incomplete or incorrect information provided to us by you or a third party; or

12.6.4 any loss or damage you suffered by you as a result of you using our App on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

13. ELECTRONIC COMMUNICATIONS

13.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

13.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

13.1.2 your records (e.g. of transactions) through the Service;

13.1.3 any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law;

13.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service; and

13.1.5 any other communication related to the Service or WorldRemit.

13.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

13.3 In order to access and retain Communications, you must have or have access to the following:

13.3.1 an internet browser that supports256 – bit such as Internet Explorer version 8.0 or above;

13.3.2 an e-mail account, e-mail software capable of interfacing with WorldRemit's e-mail servers and the capability to read e-mail from WorldRemit, and a device and internet connection capable of supporting the foregoing; and

13.3.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

13.3.4 a printer that is capable of printing from your browser and e-mail software.

13.4 In addition, you must promptly update us with any change in your email address by updating your profile at http://www.worldremit.com.

14. TERMINATION

14.1 You may terminate these Terms and Conditions on one month’s written notice. We may terminate these Terms and Conditions upon two months’ notice, except as provided for in clause 14.2.

14.2 We may terminate these Terms and Conditions with immediate effect if you:

14.2.1 become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

14.2.2 are in breach of any provision of these Terms and Conditions;

14.2.3 use the Service or the website in a way that is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

14.2.4 breach or attempt to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

14.2.5 are, in WorldRemit’s reasonable belief, using the Service in connection with fraudulent, illegal or unethical activity, or permitting a third party to do so.

15. COMPLAINTS

15.1 If you wish to make a complaint about any aspect of the Service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com.

15.2 We will acknowledge receipt of your complaint within two (2) Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than seven (7) Business Days after the receipt of our acknowledgement of your complaint.

16. GENERAL

16.1Governing law: this Agreement will be governed by Singaporelaw and the parties submit to the exclusive jurisdiction of the Singapore Courts.

16.2No Waiver: The failure of WorldRemit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

16.3Modification: We may modify these Terms and Conditions from time to time without notice to you, except as may be required by law.You can review the most current version of the Terms and Conditions at any time by reviewing the website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify these Terms and Conditions and acknowledge that any attempts by you to modify these Terms and Conditions shall be void.

16.4Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

16.5Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

16.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

_________________________________

 

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us using ourcontact form. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward them to us using ourcontact form.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online athttps://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +65 31590808;

by post to: WorldRemit, attn: Customer Service, WorldRemit (Singapore) Pte. Ltd., 16 Raffles Quay #33-03 Hong Leong Building, Singapore, 048581.

 

Somaliland

  1. CONTRACT FORMATION AND OVERVIEW
  2. 1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may access and use the website (and for the purpose of these Terms and Conditions “website” will include our App (where applicable) and the services associated with it (together, the "Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

    1.2 In these Terms and Conditions, the terms "WorldRemit", "we", "us", and "our" refer to WorldRemit (Somaliland) Ltd, together with its employees, directors, affiliates, successors, and assigns. WorldRemit (Somaliland) Ltd is a company registered in the Republic of Somaliland, with its registered office at Deero Mall, 1st Floor (Opp, Café Barbera), Hargeisa Main St, 26 June Avenue, Hargeisa. WorldRemit (Somaliland) Ltd is authorised by the Bank of Somaliland under the Bank of Somaliland Act No.54/2012 with Reference Number: MT108/18 as a money transfer business.

    1.3 The terms "you" and "your" refer to users of the Service, as Senders, Recipients, Walletholders and other users or visitors to the website.

    1.4 These Terms and Conditions are effective from the date on which you first access, register or use the Service. The Terms and Conditions may change from time to time, but changes will only be effective 2 months from the date they are first notified to you and will not change the terms on which you previously used the Service.

    1.5 The Service was created: (a) to assist customers to send money to their family and friends, and to receive money from family and friends, around the world; and (b) to offer customers the ability to credit a mobile phone account with Airtime Top Up. For security reasons, we recommend that you only send money or Airtime Top Up through the Service to people you know personally. You must not use the Service to send money or Airtime Top Up to strangers, for example sellers of goods and/or services, whether private or retail.

    1.6 References in these Terms and Conditions to the Payment Services Regulations 2017 include references to those Regulations as amended or replaced from time to time. These Regulations apply to the business activities we conduct in the European Economic Area (i.e. the member states of the European Union plus Iceland, Liechtenstein and Norway). The Regulations do not apply to Services provided outside of the European Economic Area, nor do they apply for the benefit of Senders, Recipients or Walletholders who are residents of countries outside of this area.

     

    1. DEFINITIONS

    In these Terms and Conditions:

    “App” means WorldRemit’s mobile application for the sending of Payment Requests and/or Transaction Requests.

    “Airtime Top Up” means credit, which is added to a mobile phone account, which can be used to make calls, send text or picture messages and use data, that is purchased by the Sender and credited to the Payee’s mobile phone account typically within a few seconds.

    “Business Day” means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

    "Destination Country" means the country in which the Payee receives money or Airtime Top Up through the Service.

    “Instruction” means a Payment Request and/or a Transaction Request.

    "Local Taxes" means any taxes or charges payable in the Destination Country.

    “Payee” means someone who receives money or Airtime Top Up through the Service.

    "Payment Instrument" means a valid instrument of payment such as a bank account, debit card or credit card.

    “Payment Request” means a specific instruction from you to a Sender requesting a Transaction.

    "Payout Amount" means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee.

    “Prohibited” means activities which involve narcotics, steroids, pharmaceuticals, chemicals, drug paraphernalia, tobacco, seeds, plants, animals, military or semi-military goods or services, weapons (including dual-use goods), adult services or content, bitcoin or other cryptocurrency, binary options or gambling services or any other activities that are prohibited by WorldRemit’s policies as amended from time to time.

    "Recipient" means:

    (a) a Payee; or

    (b) in the event that you are using the Service to send a Payment Request, someone who receives the Payment Request.

    "Sender" means someone who uses the Service to send money or Airtime Top Up.

    "Service Fee" means WorldRemit’s fee plus any additional charges or Local Taxes applicable to each Transaction, which WorldRemit may charge in its sole discretion in accordance with applicable laws, as may be described on the WorldRemit website from time to time.

    "Service Provider" means a local bank, money exchange house, or other third party service providers (e.g. mobile network operators) in the Destination Country with whom WorldRemit works to provide the Service.

    "Transaction" means the transfer of money or Airtime Top Up through the Service.

    “Transaction Amount" means the amount of money or the value of the Airtime Top Up that the Sender wishes to send to the Payee as a Transaction, excluding any applicable Service Fee and prior to any foreign exchange conversion.

    “Transaction History” means the record of your Transactions on our website which you may access using your email and password registration details.

    "Transaction Request" means a specific instruction from you requesting us to send money or AirTime Top Up to a Payee through the Service.

    “Walletholder” means a person who has a WorldRemit Wallet within the App.

    “WorldRemit Wallet” means a function in the App which stores money in a non-interest bearing account maintained by us for a Walletholder, and which provides such features as we may make available from time to time. These features may include (but not be limited to) the ability to:

    (a) see the balance held in that WorldRemit Wallet;

    (b) load additional funds into that WorldRemit Wallet; and

    (c) give instructions for money to be paid out of that WorldRemit Wallet.

    1. OUR OBLIGATIONS

    3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

    3.2 We are not obliged to process any particular Transaction. When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. If we decide not to process the Transaction, we will notify you promptly of that decision and repay to you the Transaction Amount received by us, provided that we are not prohibited by law from doing so. If we choose to proceed with the Transaction we may still suspend or cancel it in our discretion.

    3.3 WorldRemit reserves the right to modify or discontinue the Service or any part of the Service without notice, at any time and from time to time.

    3.4 We may, in our absolute discretion, refuse any Transaction Request (as further detailed in clause 5) or impose limits on the Transaction Amount. We may do so either on a per Transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

    3.5 Delivery times quoted on our service levels or elsewhere on our website are representative for the “normal” / average service and are not a guarantee of an individual Service or Transaction time.

    3.6 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or due to variations in business hours and currency availability; or otherwise to comply with applicable law.

    3.7 We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received.

    3.8 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

    3.9 For the purpose of the Payment Services Regulations 2017, the following fields either in totality or a subset thereof can be considered to be unique identifiers:

    Bank Transfers

    Bank Name

    Branch Name

    Account Number

    Bank Code

    Branch Code

    IBAN

    BIC (or SWIFT)

    Account Type

     

    Cash Pick Up

    Payee Full Name

     

    Mobile Money

    Mobile Money Account Number

     

    AirTime

    Mobile Number

     

    Door to door

    Payee Full Name

    Payee Address

     

    Bill Pay

    Biller Name

    Biller Account Number

    3.10 In the event you have provided us with an incorrect unique identifier in respect of a Transaction which falls under the Payment Services Regulations 2017 and your Transaction has been misdirected, you may make a written request for the full details of the Payee by contacting us using one of the channels listed at the end of these Terms and Conditions and we will provide you with such details to the extent required and permitted by law.

    1. YOUR OBLIGATIONS

    4.1 You agree that:

    4.1.1 you will not access, use or attempt to use the Service to provide any Instructions unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in any relevant jurisdiction;

    4.1.2 for each Transaction Request that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction Request. To the maximum extent permitted by law, the Service Fee is non-refundable unless expressly stated in these Terms and Conditions. If you submit a Transaction Request that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

    4.1.3 we may apply a convenience fee for processing credit cards in certain jurisdictions at our discretion;

    4.1.4 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Service or any Instruction being conducted through the Service;

    4.1.5 in connection with your registration and use of the Service, you will:

    (a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

    (b) provide us with any identity documentations as may be requested by us;

    (c) provide us with details of one or more Payment Instruments;

    (d) provide us with true, accurate, current and complete information as we indicate on the website is required to receive the Service and any other information which may be required in relation to the Recipient;

    (e) provide us with:

    (i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you are interested in on our website; and

    (ii) such information relating to the Transaction as detailed in clause 5.4.

    4.2 We do not accept any liability for loss or damages to you or any third party resulting from non-payment or delay in payment of a Payout Amount to a Payee or failure to perform an Instruction under the Service if you are in breach of your obligations listed in clause 4.1.

    4.3 When you are using the Service under these Terms and Conditions, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm Transaction Requests before submission and you must check the details carefully.

    4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

    4.5 When you pay a Transaction Amount in one currency and the Payout Amount is in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. We guarantee you the Payout Amount in local currency. The margin taken on foreign currency exchange covers our risk in guaranteeing this. If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. The Sender is therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account where the funds are to be delivered.

    4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

    4.7 You will only use the Service to send money to people that you know personally and not to pay for goods or services from third parties you do not know and trust. You acknowledge that WorldRemit may refuse to process your Transaction Request where we believe you are using the Service to purchase goods or services from third parties you do not know and trust or where we believe that the Service is being used, by you or the Recipient, in furtherance of fraudulent, illegal or Prohibited activities. If you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

    4.8 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

    4.9 In using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send Transaction Amounts: (i) to a Payee who has violated the Terms and Conditions, or (ii) in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If WorldRemit reasonably believes you are using the Service in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, WorldRemit may report you to the appropriate legal authorities.

    4.10 When using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

    4.10.1 breach these Terms and Conditions, or any other agreement between you and WorldRemit;

    4.10.2 create more than one registration without our prior written permission;

    4.10.3 provide false, inaccurate, or misleading information;

    4.10.4 allow anyone else access to your registration details, and you will keep those details safe and secure;

    4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

    4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

    4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

    4.11 You acknowledge that nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal or other advice. If required, you agree to consult your own professional advisers as to the effects of laws which may apply to the Service.

    1. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

    5.1 We may refuse any Transaction Request, Payment Request or Transaction at any time for any reason (or cancel it where relevant). Notwithstanding this, we set out here some examples of when that may occur.

    5.1.1 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions where we believe that the Service is being used, whether by you or the Recipient, in furtherance of illegal, fraudulent or Prohibited activities.

    5.1.2 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions from certain Senders or to certain Payees, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transaction Requests would violate anti-money laundering or counter-terrorism financing laws and regulations. We may refuse to process a Transaction funded from certain Payment Instruments where we have reason to believe the security of the Payment Instrument has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Instrument.

    5.1.3 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions if WorldRemit believes you are using the Service to purchase goods or services from third parties you do not know or trust.

    5.1.4 We may, in our absolute discretion, refuse or cancel Transaction Requests, Payment Requests or Transactions if:

    (a) WorldRemit is unable to verify your identity;

    (b) WorldRemit is unable to verify the identity of the Recipient;

    (c) You do not comply with information requests pursuant to clause 5.4; or

    (d) WorldRemit reasonably believes you are using the Service, or allowing it to be used, in breach of these Terms and Conditions or any applicable laws, rules or regulations.

    5.2 Where WorldRemit has refused or cancelled a Transaction Request, Transaction or Payment Request, WorldRemit may also, at its discretion, temporarily or permanently suspend your Registration.

    5.3 Where WorldRemit temporarily or permanently suspends your Registration, or refuses or cancels a Transaction Request, Payment Request or a Transaction in accordance with this clause 5, WorldRemit shall be entitled to retain any Service Fees already incurred.

    5.4 In order to comply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

    1. YOUR RIGHT TO CANCEL; REFUNDS

    6.1 To the extent permitted by law, once we have received your Instruction, you do not have the automatic right to revoke it.

    6.2 Notwithstanding clause 6.1 above, WorldRemit may, in its absolute discretion, or shall if required by law, attempt to cancel or recall your Instruction if you have informed us that you wish to revoke it. In some cases, WorldRemit may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee cancellation will be successful. For successful revocations WorldRemit will normally refund your money, less any reasonable revocation, recall or tracing charges and any Service Fees already charged, within four (4) Business Days.

    6.3 If you:

    6.3.1 have any problems using the Service; or

    6.3.2 are aware of any unauthorised or incorrectly executed Transactions;

    you should contact us through the channels listed at the end of these Terms and Conditions without delay and in any event no later than 13 months after the date the Transaction Amount was debited, upon becoming aware of the unauthorised or incorrectly executed Transaction. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

    6.4 If we have executed the Transaction in accordance with the instructions you have provided to us, and that information proves to have been incorrect, we are not liable for the incorrect execution of the Transaction. We will however make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so.

    6.5 Where WorldRemit has executed the Transaction otherwise than in accordance with your Instruction, subject to clause 11.2, WorldRemit will refund the full amount debited. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations which may have occurred between the time you pay us the Transaction Amount and the time of credit.

    6.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency.

    1. AIRTIME TOP UP

    7.1 To send Airtime Top Up, you agree to comply with and undertake the provisions set out in these Terms and Conditions and this clause 7.

    7.2 The Airtime Top Up service shall only be provided to you by us in respect of the mobile phone operators available on the website, which are subject to change and availability.

    7.3 You will be required to input the mobile phone number to which any Airtime Top Up is to be credited into the appropriate space on the website. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be required to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

    7.4 When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is a unique identifier required to ensure that Airtime Top Up is not sent to the wrong person because of a mis-typed number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Transaction Request has been processed by us.

    7.5 You are responsible for checking carefully with the Payee that you have their correct phone number.

    7.6 The cost of Airtime Top Up will vary depending on the amount of Airtime Top Up that you wish to send to your friend or family member and according to the denominations displayed on the website.

    7.7 The total amount (the Transaction Amount and our Service Fee) that you will be required to pay will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

    7.8 A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups. When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

    7.9 If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate on the WorldRemit service or App before completing the transfer.

    7.10 The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com.

    7.11 You agree and understand that we only act on your authorisation to send Airtime Top Up and the relevant mobile operator shall be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

    7.12 You acknowledge that you will lose the right to cancel the Airtime Top Up once the Airtime Top Up service has been fully performed by us. Accordingly, you will have no right to request a refund under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.

    7.13 Please note that WorldRemit has absolute discretion to limit the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups (the latter typically due to mobile operator restrictions) over a given period of time e.g. daily, weekly, monthly.

    7.14 Other limits and exclusions related to Airtime Top Ups or the use of the website may be applicable. You will be notified through the website or by email of these additional limitations should they exist or come into existence.

    1. PAYMENT REQUEST

    8.1 You agree that you will not send Payment Requests to strangers i.e. people you do not know personally.

    8.2 You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

    8.3 We are not obliged to process any particular Payment Request. When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. You acknowledge and agree that, when we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number). We may, in our sole discretion, choose whether or not to process that Payment Request, or impose limits on Payment Requests. In particular, we may, in our absolute discretion, refuse Payment Requests and/or suspend or cancel your account with us where (i) you are in breach of clause 4, (ii) we believe that the Service is being used, whether by you or the Sender, in furtherance of illegal, fraudulent or Prohibited activities, or (iii) we are required to do so by law (including applicable anti-money laundering and counter-terrorism legislation) or (iv) we are unable to verify either your identity or that of the Sender.

    8.4 All Transactions that result from a Payment Request will be handled in accordance with these Terms and Conditions, which the Sender will need to accept prior to any Transaction proceeding.

    8.5 Cancellation of Payment Requests. Once we have received your Payment Request, you may not cancel it. In such circumstances you would need to contact the Sender separately, and explain that you require the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

    8.6 Cancellation of Transactions. The cancellation of Transactions shall be governed by, and dealt in accordance with these Terms and Conditions. You shall assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You shall, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from Transactions where we reasonably believe that such Transactions have resulted from your use of the Services in contravention of these Terms and Conditions.

    1. COLLECTION OF INFORMATION

    9.1 Customer Identification Program. Financial institutions are required to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information relating to you and the Recipient and we may also legally consult other sources to obtain information about you and the Recipient.

    9.2 Verification and Checks. We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Recipient in the same way. All information provided by you will be treated securely and strictly in accordance with all applicable law. By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, or requiring you to take steps to confirm ownership of your Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

    9.3 Data Privacy Policy. You consent to our processing your personal information for the purposes of providing the Service, including for verification purposes as set out in this clause. You also consent to the use of such data to enable us and our authorised third parties to communicate with you, and for statutory, accounting and archival purposes, in accordance with the terms of WorldRemit's Privacy Policy. You acknowledge that you have read and consented to WorldRemit's Privacy Policy. The Privacy Policy can be found by clicking here.

    9.4 Government Disclosures. We may be required by law to provide information about you, your use of the Service and your Instructions to government or other competent authorities as described in our Data Privacy Policy. You acknowledge and consent to us doing this.

    9.5 WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

    1. INTELLECTUAL PROPERTY

    10.1 The WorldRemit website and the WorldRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit website and the Service shall remain our property and/or the property of such other third parties.

    10.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

    1. WARRANTIES AND LIABILITY

    11.1 Where we have materially breached these Terms and Conditions causing a Sender loss, we will refund the Sender the Transaction Amount and the Service Fee.

    11.2 If a Transaction is delayed or fails, or if an executed Transaction is not authorised, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. In the case of any unauthorised or incorrectly executed Transaction, any such right may be prejudiced if you do not notify us of the unauthorised or incorrectly executed Transaction without delay, or in any event within thirteen months after the debit date. We will provide you with the further details of your rights to a refund or compensation if you contact us using the contact details at the end of these Terms and Conditions.

    11.3 Any claim for compensation made by you must be supported by any available relevant documentation.

    11.4 If any loss that you suffer is not covered by a right to payment under the laws referred to in clause 11.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any Service Fee and (b) €500, unless otherwise agreed by us in writing. The cap on our liability only limits a claim for loss arising out of any single Transaction or series of related Transactions, or (if a loss does not arise out of a Transaction or related Transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated Transactions, you might be able to claim up to €1,000.

    11.5 We do not, in any event, accept responsibility for:

    11.5.1 any failure to perform the Service (e.g. your Instruction) as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

    11.5.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

    11.5.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control; or

    11.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

    11.6 Nothing in this clause 11 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; or (b) exclude our liability for fraud.

    11.7 Where you are sending a Transaction Amount to a Payee who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Payee.

    11.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

    11.9 You understand and acknowledge that you are liable for all losses incurred in respect of an unauthorised Transaction or Instruction or any other unauthorised use of the Service, where you have acted fraudulently or negligently and you agree to be responsible for and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of the website or Service, all activities that occur under your password or account e- mail login, your violation of these Terms and Conditions or any other violation of the rights of another person or party.

    1. USE OF THE APP

    12.1 In consideration of you agreeing to abide by these Terms and Conditions, we grant you a non-transferable, non-exclusive licence to use the App, subject to these Terms and Conditions, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

    12.2 Except as expressly set out in these Terms and Conditions or as permitted by any local law, you agree:

    12.2.1 not to copy the App (except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security); and

    12.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the App.

    12.3 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.

    12.4 We only supply the App for domestic and private use. You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Specifically (but without limitation), we do not accept any liability for loss or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

    12.5 The App is provided to you free of charge and as a result no representations, conditions, warranties or other terms of any kind are given in respect of the App, and all statutory warranties and conditions are excluded to the fullest extent possible under applicable law.

    12.6 In relation to your use of the App, we do not, in any event, to the extent permitted by law, accept responsibility for:

    12.6.1 any failure to perform the Services, or any losses or delays in the transmission of messages, due to circumstances outside our control or due to our obligations under any applicable laws, rules or regulations;

    12.6.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages we send to one another;

    12.6.3 errors in the App or with the Service caused by incomplete or incorrect information provided to us by you or a third party; or

    12.6.4 any loss or damage you suffered by you as a result of you using our App on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

    1. USE OF THE WORLDREMIT WALLET

    13.1 The WorldRemit Wallet is set up by either(a) registering for WorldRemit within the App or (b) logging into the App after registering on the website and then taking the additional step of verifying your phone number (or other additional steps as we may later deem necessary).

    13.2 Where a Sender has elected to credit money to a WorldRemit Wallet, the money will be credited as follows:

    13.2.1 where the Payee has a WorldRemit Wallet, the money will be credited to their WorldRemit Wallet once the Transaction has been processed. An SMS will be sent to the Walletholder's mobile, informing the Walletholder that money has been credited to their WorldRemit Wallet; or

    13.2.2 where the Payee does not have a WorldRemit Wallet, the money will be held either by us or to our order and an SMS will be sent to the Payee's mobile, informing them to set up the WorldRemit Wallet.

    13.3 Money held in the WorldRemit Wallet can only be denominated in US dollars or such other currency as we may specify from time to time.

    13.4 Money held in the WorldRemit Wallet will not earn any interest.

    13.5 The Walletholder can take money out of the WorldRemit Wallet by making a Transaction Request, or by using such other methods as we may make available from time to time.

    13.6 The Walletholder can load more money on to a WorldRemit Wallet using the App, or by using such other methods as we may make available from time to time.

    13.7 We may from time to time specify:

    13.7.1 the minimum amount that can be loaded on to a WorldRemit Wallet at any one time;

    13.7.2 the maximum amount that can be loaded on to a WorldRemit Wallet at any one time; and/or

    13.7.3 the maximum amount that can be held in a WorldRemit Wallet at any time.

    13.8 Money that we describe as being "held" in a WorldRemit Wallet is a record of the balance of money that the Walletholder is entitled to receive from us. It does not represent a loan arrangement or any other form of credit. It is also not a deposit. This means it is not protected under any deposit protection scheme that may exist in the Destination Country. Where required by law, the money will be held by us for the Walletholder's benefit in a segregated account in a bank in the Destination Country.

    13.9 The Walletholder cannot transfer the WorldRemit Wallet, or any of the Walletholder's rights in the WorldRemit Wallet, to any other person. The Walletholder cannot grant any charge or other security over money held in the WorldRemit Wallet.

    1. ELECTRONIC COMMUNICATIONS

    14.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

    14.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

    14.1.2 your records (e.g. of transactions) through the Service;

    14.1.3 any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law;

    14.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service; and

    14.1.5 any other communication related to the Service or WorldRemit.

    14.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

    14.3 In order to access and retain Communications, you must have or have access to the following:

    14.3.1 an internet browser that supports 256 – bit such as Internet Explorer version 8.0 or above;

    14.3.2 an e-mail account, e-mail software capable of interfacing with WorldRemit's e-mail servers and the capability to read e-mail from WorldRemit, and a device and internet connection capable of supporting the foregoing; and

    14.3.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

    14.3.4 a printer that is capable of printing from your browser and e-mail software.

    14.4 In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

    1. TERMINATION

    15.1 You may terminate these Terms and Conditions on one month’s written notice. We may terminate these Terms and Conditions upon two months’ notice, except as provided for in clause 15.2.

    15.2 We may terminate these Terms and Conditions with immediate effect if you:

    15.2.1 become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

    15.2.2 are in breach of any provision of these Terms and Conditions;

    15.2.3 use the Service or the website in a way that is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

    15.2.4 through any means of communication intimidate, harass or threaten WorldRemit or its employees with violence, property damage or any other offensive, indecent or hateful material;

    15.2.5 breach or attempt to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

    15.2.6 are, in WorldRemit’s reasonable belief, using the Service in connection with fraudulent, illegal or Prohibited activity, or permitting a third party to do so.

    15.3 Where these Terms and Conditions are terminated and a Walletholder still holds money in a WorldRemit Wallet, the Walletholder will be entitled to take the money out of the WorldRemit Wallet using any of the methods set out in clause 13 for a period of six years following the date of termination (or such longer period as may apply under the laws of the Destination Country). If the Walletholder does not take the money out of the WorldRemit Wallet within that period, the money will cease to be the Walletholder's property and will be forfeited to us.

     

    1. COMPLAINTS

    16.1 If you wish to make a complaint about any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com.

    16.2 We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

     

    1. GENERAL

    17.1 Governing law: this Agreement will be governed by the laws of the Republic of Somaliland and the parties submit to the exclusive jurisdiction of the Somaliland Courts.

    17.2 No Waiver: The failure of WorldRemit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

    17.3 Modification: We may modify these Terms and Conditions from time to time without notice to you, except as may be required by law. You can review the most current version of the Terms and Conditions at any time by reviewing the website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify these Terms and Conditions and acknowledge that any attempts by you to modify these Terms and Conditions shall be void.

    17.4 Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

    17.5 Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

    17.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

    _________________________________

     

    Security

    We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

    However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward the email to us at customerservice@worldremit.com.

    Contact Information

    Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

    online at https://www.worldremit.com/en/contact-us/;

    by email to customerservice@worldremit.com;

    by telephone at + +252 2523737;

    or by post to: WorldRemit, attn: Customer Service, WORLDREMIT (Somaliland) Ltd, Deero Mall, 1st Floor (Opp, Café Barbera), Hargeisa Main St, 26 June Avenue, Hargeisa.

United States

CONSUMER FRAUD ALERT: PROTECT YOURSELF. BE CAREFUL WHEN A STRANGER ASKS YOU TO SEND MONEY, ESPECIALLY FROM UNSOLICITED E-MAILS, FOR INTERNET AUCTIONS, NEWSPAPER OR TELEPHONE OFFERS.

Notify us immediately if you believe your Worldremit username and password have been lost or stolen or if someone may use them without your permission.

1. CONTRACT FORMATION AND OVERVIEW

1.1 These Terms and Conditions govern the terms under which you may access and use this website ( for purpose of this Terms & Conditions “website” includes our mobile applications) and the services associated with it (together, the "Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service.

1.2 In these Terms and Conditions, the terms "Worldremit", "we", "us", and "our" refer to WorldRemit Corp., together with its employees, directors, affiliates, successors, and assigns. Worldremit Corp. is a Delaware corporation, with its headquarters located at 600 17th Street, Suite 200S, Denver CO 80202.

1.3 The terms "you" and "your" refer to users of the Service, whether in their capacity as Senders, Recipients, or visitors to this website.

1.4 These Terms and Conditions are effective from September 30, 2014. The Terms and Conditions may change from time to time, but changes will only be effective from the date they are made and will not change the terms on which you previously used the Service.

1.5 The Service was created to assist customers to send money to their family and friends, and to receive money from family and friends, around the world. For security reasons, we recommend that you only send money through the Service to people you know personally. You must not use the Service to send money to strangers for example sellers of goods and/or services, private or retail.

 

2. DEFINITIONS

In this Terms and Conditions:

"Destination Country" means the country in which the Recipient receives money through the Service.

"Local Taxes" means any taxes or charges payable in the Destination Country.

"Payment Instrument" means a valid instrument of payment such as a bank account, debit card or credit card.

"Payout Amount" means the amount paid out to the Recipient, after any foreign exchange conversion and excluding Local Taxes.

"Recipient" means someone who receives money through the Service.

"Sender" means someone who uses the Service to send money.

"Service Fee" means the fee plus any additional charges applicable to each Transaction.

"Service Provider" means a local bank, money exchange house, or other third party service providers in the Destination Country with whom Worldremit works in providing the Service.

"Transaction" means a specific instruction to send money through the Service.

"Transaction Amount" means the amount of money that the Sender wishes to send to the Recipient, excluding any applicable fees and prior to any foreign exchange conversion.

“Electronic Signature” means the sender consents and agrees that the use of a key pad, mouse, or other device to select an item, button, icon, or similar act/action while using any electronic service we offer; or in accessing or making any transaction; or regarding any agreement, acknowledgment, consent, terms, disclosures, or conditions, constitutes the sender’s signature, acceptance and agreement as if actually signed by the sender in writing.”

 

3. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. The Service may not be available in whole or in part in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process any particular Transaction. When you submit a Transaction, you are requesting that we process the Transaction on your behalf. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. However, if we decide not to process the Transaction, we will notify you promptly of that decision and repay the money paid to us if we are not prohibited by law from doing so.

3.3 Worldremit reserves the right to modify or discontinue the service or any part of the Service without notice, at any time and from time to time. We may, in our absolute discretion, refuse any Transaction or limit the amount to be transferred, either on a per transaction basis or on an aggregate basis, and either on individual accounts or on related accounts.

3.4 We may, in our sole discretion, refuse Transactions from certain Senders or to certain Recipients, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by the US Government. In addition, not all Payment Instruments are available to all customers at all times and we may, in our sole discretion, refuse Transactions funded from certain Payment Instruments.

3.5 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or otherwise to comply with applicable law; or due to variations in business hours and currency availability.

3.6 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that Worldremit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

 

4. YOUR OBLIGATIONS

You agree that:

4.1 you will not access, use or attempt to use the Service as a Sender unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in the relevant jurisdiction;

4.2 for each Transaction that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction. If you submit a Transaction that results in Worldremit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.3 in connection with your registration and use of the Service, you will:

4.3.1 provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

4.3.2 provide us and/or our merchant with details of one or more Payment Instruments; and

4.3.3 provide us with true, accurate, current and complete information for all Transactions. We do not accept any liability for damages resulting from non-payment or delay in payment of a money transfer to a Recipient or failure to perform a transaction under the Service by reason of any of these matters.

4.4 when you pay for a Transaction in one currency and the Recipient is paid in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. Worldremit and its Service Providers usually make a small profit in these circumstances. If a Recipient’s account is denominated in another currency there may be delays, additional charges or different exchange rates. Please ensure the currency requested for the transaction matches the currency of the account where the funds are to be delivered.

4.5 when you are sending money under these Terms and Conditions, it is your responsibility to make sure all the Transaction details are accurate before submission. Once a Transaction has been submitted for processing it is not normally possible to change any of its details. You will be given the opportunity to confirm Transactions before submission and you must check the details carefully.

4.6 Worldremit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction;

4.7 you will only use the Service to send money to people that you know personally and not to pay for goods or services. If, in breach of this clause, you choose to pay third parties for goods and services using the Service, you acknowledge that Worldremit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk. If Worldremit reasonably believes you are using the Service to purchase goods or services, we reserve the right to cancel your Transaction(s);

4.8 both you and the Recipients will only act on your own behalf. You may not submit or receive a Transaction on behalf of a third person. If you intend to submit or receive a Transaction on behalf of a company, business or any entity other than a human individual, you must first inform Worldremit of your desire to do so and provide us with any additional information about the entity we may request in order that we may decide whether to permit the Transaction;

4.9 in using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send money (i) to a Recipient who has violated the Terms and Conditions, or (ii) in connection with illegal activity including without limitation money-laundering, fraud and the funding of terrorist organizations. If you use the Service in connection with illegal activity, Worldremit may report you to the appropriate legal authorities;

4.10 when using our website or the Service or when interacting with Worldremit, with another user or with a third party, you will not:

4.10.1 breach these Terms and Conditions, or any other agreement between you and Worldremit;

4.10.2 open more than one account, without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and will keep those details secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 Worldremit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Transaction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a Transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

5. CANCELLATION AND REFUNDS

5.1 If you have any problems using the Service you should contact us at:

WorldRemit Corp.

600 17th Street,

Suite 200S

Denver CO 80202

Toll free # +1-888-961-4869

www.worldremit.com

E-mail: customerservice@worldremit.com

5.2 You may cancel for a full refund within 30 minutes of authorizing your Transaction, unless the funds have already been picked up, deposited or delivered to the Recipient.

5.3 You have a right to dispute errors in your transaction. If you think there is an error, contact us within 180 days at 1-888-961-4869 or www.worldremit.com. You can also contact us for a written explanation of your rights.

5.4 For California customers only:

RIGHT TO REFUND

You, the customer, are entitled to a refund of the money to be transmitted as the result of this agreement if WorldRemit does not forward the money received from you within 10 days of the date of its receipt, or does not give instructions committing an equivalent amount of money to the person designated by you within 10 days of the date of the receipt of the funds from you unless otherwise instructed by you. If your instructions as to when the moneys shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted, you have a right to a refund of your money. If you want a refund, you must mail or deliver your written request to WorldRemit at 600 17th Street, Suite 200S, Denver CO 80202. If you do not receive your refund, you may be entitled to your money back plus a penalty of up to $1,000 and attorney’s fees pursuant to Section 2102 of the California Financial Code.

5.5 For State of Washington customers only:

RIGHT TO REFUND

You, the customer, must mail or deliver a written request for a refund to WorldRemit at 600 17th Street, Suite 200 South, Denver, Colorado, 80202. You are entitled to a refund of all moneys received by WorldRemit for transmittal within ten days of WorldRemit’s receipt of your written request for a refund, unless any of the following occurs: (a) The moneys have been transmitted and delivered to the person designated by the customer prior to receipt of the written request for a refund; (b) Instructions have been given committing an equivalent amount of money to the person designated by the customer prior to receipt of a written request for a refund; (c) The licensee or its authorized delegate has reason to believe that a crime has occurred, is occurring, or may potentially occur as a result of transmitting the money as requested by the customer or refunding the money as requested by the customer; or (d) The licensee is otherwise barred by law from making a refund. Pursuant to the Revised Code of Washington (RCW); Title 19, Chapter 230, Section 330, Subsection 3.

5.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency. No adjustment will be made for any currency fluctuations which may have occurred in the meanwhile.

 

6. COLLECTION OF INFORMATION

6.1 Customer Identification Program.

US law requires all financial institutions to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information and we may also legally consult other sources to obtain information about you.

6.2 Verification and Checks. We will verify your residential address and personal details in order to confirm your identity.

6.3 By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, requiring you to take steps to confirm ownership of your Payment Instruments or email address; or by verifying your information against third party databases; or through other sources.

6.4 Data Privacy Policy. You consent to our processing your personal information for the purposes of providing the Service, including for verification purposes as set out in this clause. You also consent to the use of such data for communicating with you, and for statutory, accounting and archival purposes. You acknowledge that you have read and consented to Worldremit's Data Privacy Policy. The Data Privacy Policy can be found by clicking here: Data Privacy Policy.

6.5 Government Disclosures. We may be required by law to provide information about you and your Transactions to government or other competent authorities as described in our Data Privacy Policy. You acknowledge and consent to our doing this.

 

7. INTELLECTUAL PROPERTY

7.1 The Worldremit website and the Worldremit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the Worldremit Online Site and the Worldremit Online Service shall remain our property and/or the property of such other third parties.

7.2 The Worldremit website and the Worldremit Service may be used only for the purposes permitted by these Terms and Conditions or described on this website. You are authorized solely to view and to retain a copy of the pages of the Worldremit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the Worldremit website, the Worldremit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the Worldremit website or the Worldremit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the Worldremit website (or printed pages of the website). The name Worldremit and other names and indicia of ownership of Worldremit's products and/or services referred to on the Worldremit website are our exclusive marks or the exclusive marks of other third parties. Other product, service and company names appearing on the website may be trademarks of their respective owners.

 

8. DISCLAIMER OF WARRANTIES

THE SERVICE IS PROVIDED "AS IS" AND WITHOUT ANY WARRANTY OR CONDITION, EXPRESS, IMPLIED OR STATUTORY. WE, OUR SUBSIDIARIES, EMPLOYEES, SUPPLIERS, VENDORS, AND SERVICE PROVIDERS SPECIFICALLY DISCLAIM ANY IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

 

9. LIMITATION OF LIABILITY

9.1 IN NO EVENT SHALL WORLDREMIT, ITS SUPPLIERS, VENDORS, SERVICE PROVIDERS, OR THEIR RESPECTIVE SUBSIDIARIES, OFFICERS, AGENTS, PARTNERS, EMPLOYEES OR CONSULTANTS BE LIABLE (EXCEPT FOR CLAIMS UNDER SECTION 2102 OF THE CALIFORNIA FINANCIAL CODE ARISING FROM TRANSACTIONS ORIGINATING IN CALIFORNIA) FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES BEYOND THE SUM OF $500.00 (IN ADDITION TO REFUNDING THE TRANSACTION AMOUNT AND TRANSACTION FEES), INCLUDING BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA OR OTHER INTANGIBLE LOSSES (EVEN IF WORLDREMIT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES) RESULTING FROM NEGLIGENCE ON THE PART OF WORLDREMIT, ITS SUPPLIERS, VENDORS, SERVICE PROVIDERS, OR THEIR RESPECTIVE SUBSIDIARIES, OFFICERS, AGENTS, PARTNERS, EMPLOYEES OR CONSULTANTS.

9.2 We do not, in any event, accept responsibility for:

9.2.1 any failure to perform your instructions as a result of circumstances which could reasonably be considered to be outside our control;

9.2.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

9.2.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control;

9.2.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

9.3 Where you are sending a money transfer to a Recipient who is not registered with us, you agree to accept the provisions of this clause 9 not only for yourself, but also on behalf of the Recipient.

9.4 Your relationship is with Worldremit only. You agree that no affiliate or agent of Worldremit owes you any duty of care when performing a task which would otherwise have to be performed by Worldremit under its agreement with you.

9.5 You agree to indemnify and hold harmless Worldremit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of this website or Service, all activities that occur under your password or account e- mail login, your violation of this Terms and Conditions or any other violation of the rights of another person or party.

 

10. ELECTRONIC COMMUNICATIONS

10.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

10.1.1 This Terms and Conditions and any amendments, modifications or supplements to it.

10.1.2 Your records of transactions through the Service.

10.1.3 Any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law.

10.1.4 Any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service.

10.1.5 Any other communication related to the Service or Worldremit.

10.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of this Terms and Conditions.

10.3 In order to access and retain Communications, you must have or have access to the following:

10.3.1 An Internet browser that supports 128-bit encryption, such as Internet Explorer version 4.0 or above;

10.3.2 An e-mail account and e-mail software capable of interfacing with Worldremit's e-mail servers;

10.3.3 A personal computer, operating system and telecommunications connections to the Internet capable of supporting the foregoing;

10.3.4 Sufficient electronic storage capacity on your computer's hard drive or other data storage unit; and

10.3.5 A printer that is capable of printing from your browser and e-mail software. In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

10.4 Electronic Consent. You must use your User ID, i.e. email address, and a password created by you, that permits access to your profile to initiate a transaction. You agree that the use of your User ID and password have the same effect as your written signature and serves as your electronic signature to authorize transactions. The use of your electronic signature evidences your identity. Further, you agree that no certification authority or other third party verification is necessary to the validity of your electronic signature; and that the lack of such certification or third party verification will not in any way affect the enforceability of your signature.

 

11. TERMINATION

11.1 Either party may terminate these Terms and Conditions on one day's written notice.

11.2 We may terminate these Terms and Conditions with immediate effect if you:

11.2.1 become, or are likely to become, insolvent or are declared bankrupt;

11.2.2 are in breach of any provision of these Terms and Conditions;

11.2.3 your use of the Service or the website is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

11.2.4 breaches or attempts to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way);

12. Complaints

What to do if you think there has been an error or problem:

If you think there has been an error or problem with your remittance transfer:

Call us at: +1-888-961-4869, or

Write us at:

WorldRemit Corp.

600 17th Street,

Suite 200S

Denver CO 80202 or

E-mail us at: customerservice@worldremit.com

You must contact us within 180 days of the date we promised to you that funds would be made available to the recipient. When you do, please tell us:

(1) Your name and address or telephone number;

(2) The error or problem with the transfer, and why you believe it is an error or problem;

(3) The name of the person receiving the funds, and if you know it, his or her telephone number or address;

(4) The dollar amount of the transfer; and

(5) The confirmation code or number of the transaction.

We will determine whether an error occurred within 90 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation.

What to do if you want to cancel a remittance transfer:

You have the right to cancel a remittance transfer and obtain a refund of all funds paid to us, including any fees. In order to cancel, you must contact us at the phone number or e-mail address above within 30 minutes of payment for the transfer.

When you contact us, you must provide us with information to help us identify the transfer you wish to cancel, including the amount and location where the funds were sent. We will refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipient’s account.

Alaska Residents:

If you have a complaint or concern regarding the Company’s money transmission or currency exchange activity, please direct your complaint to: State of Alaska Department of Commerce, Community and Economic Development Division of Banking and Securities, 550 W. 7th Ave., Suite 1850, Anchorage AK 99501, or by telephone at 907-269-4584.

Arkansas Residents:

If you have a complaint, first contact the consumer assistance division of WorldRemit Corp. at 888-961-4869. If you still have an unresolved complaint regarding the company’s money transmission activity, please direct your complaint to the Arkansas Securities Department, 201 East Markham Street, Little Rock, Arkansas, 72201-1692. The telephone number is 501-324-9260 and the website is: www.securities.arkansas.gov.

Florida Residents:

WorldRemit Corp. (license number FT230000132) is licensed by the Florida Office of Financial Regulation. If you have a complaint or concern regarding the Company’s money transmission or currency exchange activity, please direct your complaint to: Florida Office of Financial Regulation, 200 E. Gaines Street, Tallahassee, FL 32399 or by telephone at (850) 487-9687.

California Residents:

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Business Oversight at its toll-free telephone number, 1-866-275-2677, by email at consumer.services@dbo.ca.gov, or by mail at the Department of Business Oversight, Consumer Services, 1515 K. Street, Suite 200, Sacramento, CA, 95814.

Colorado Residents:

If you have a complaint regarding the company’s money transmission or currency exchange activity, please direct your complaint to: State of Colorado, Department of Regulatory Agencies, Division of Banking, 1560 Broadway, Suite 975, Denver, Colorado, 80202; 303-894-7575; Email: DORA_BankingWebsite@state.co.us . Information on how to file a complaint, the complaint process, and complaint form, are available on the DORA/Division of Banking website: www.dora.colorado.gov.

Georgia Residents:

WorldRemit Corp. (license number 44350, NMLS number 1179663) is licensed as a Money Transmitter in the State of Georgia by the Georgia Department of Banking and Finance.

Illinois Residents:

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the Illinois Division of Financial Institutions toll-free at 1 (888) 473-4858.

Maryland Residents:

If you have a complaint regarding the company’s money transmission activity, The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding the licensee, WorldRemit Corp., license number 1179663, and control number 4700741, at Commissioner of Financial Regulation, Attention: Consumer Services Unit, 500 North Calvert Street, Room 402, Baltimore, Maryland, 21202, or by fax number: 410-333-3866, or by telephone at 410-230-6077 or 888-784-0136.

New York Residents:

If you have a complaint regarding the company’s money transmission or currency exchange activity, please direct your complaint to: New York State Department of Financial Services, One State Street, New York, NY 10004-1511, by telephone at (800) 342-3736, or online at http://www.dfs.ny.gov/consumer/fileacomplaint.htm.

Texas Residents:

If you have a complaint, first contact the consumer assistance division of WorldRemit Corp at 1-888-961-4869, if you still have an unresolved complaint regarding the company's money transmission or currency exchange activity, please direct your complaint to: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, Texas 78705, 1-877-276-5554 (toll free), www.dob.texas.gov.

13. GENERAL

13.1 Governing law: this Agreement will be governed by Delaware law and the parties submit to the exclusive jurisdiction of the Delaware Courts.

13.2 No Waiver: The failure of Worldremit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

13.3 Modification: We may modify this Terms and Conditions from time to time without notice to you, except as may be required by law. You can review the most current version of the Terms and Conditions at any time by reviewing this website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify this Terms and Conditions and acknowledge that any attempts by you to modify this Terms and Conditions shall be void.

13.4 Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

13.5 Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

13.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

_________________________________

Security

We take security very seriously at Worldremit, and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The Worldremit Service is a safe and convenient way to send money to friends and family and to other people that you trust. However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us using our contact form. Similarly, if you receive any emails, purporting to be from Worldremit, which you suspect may be "phishing" (fake) emails, please forward them to us using our contact form.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to Worldremit, as follows:

WorldRemit Corp.

600 17th Street,

Suite 200S

Denver CO 80202 or

Toll free # +1-888-961-4869

E-mail: customerservice@worldremit.com

Website: www.worldremit.com

 

_________________________________

COLORADO DIVISION OF BANKING: COLORADO MONEY TRANSMITTERS ACT - CUSTOMER NOTICE

Entities other than FDIC insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit, are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 12, Article 52, Colorado Revised Statutes.

If you have a Question about or Problem with YOUR TRANSACTION - THE MONEY YOU SENT

You must contact the Money Transmitter who processed your transaction for assistance. The Division of Banking does not have access to this information.

If you are a Colorado Resident and have a Complaint about THE MONEY TRANSMITTER – THE COMPANY THAT SENT YOUR MONEY

ALL complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking’s website and return it and any documentation supporting the complaint via mail or email to the Division of Banking at:

Colorado Division of Banking, 1560 Broadway, Suite 975 Denver, CO 80202

email: DORA_BankingWebsite@state.co.us

website: www.dora.colorado.gov/dob

Section 12-52-116, C.R.S. requires that money transmitters and money order companies post this notice in a conspicuous, well-lighted location visible to customers.

Feb 2018

Malaysia

 

WorldRemit (Malaysia) SDN. BHD. Is a registered company under Company no 1237124-V and an approved Remittance provider participant in the Bank Negara Regulatory sandbox https://www.myfteg.com/approved-participants-in-sandbox

 

NOTICE TO CUSTOMERS

TERMS & CONDITIONS

1. CONTRACT FORMATION AND OVERVIEW

1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may access and use the website (and for the purpose of these Terms and Conditions “website” will include our App (where applicable) and the services associated with it (together, the"Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

1.2 In these Terms and Conditions, the terms"WorldRemit","we","us", and"our"refer to WorldRemit (Malaysia) SDN.BHD., together with its employees, directors, affiliates, successors, and assigns. WorldRemit (Malaysia) SDN. BHD. is a company registered with 1237124-V in Malaysia, with its registered office at Avenue Business Centre, 3A Plaza Damas, No. 60 Jalan Sri Hartamas 1 50480 Sri Hartamas, Kuala Lumpur, Malaysia. WorldRemit (Malaysia) Pte. Ltd. is approved by Bank Negara Malaysia as an approved participant in the Regulatory Sandbox https://www.myfteg.com/approved-participants-in-sandbox

1.3 The terms"you"and"your"refer to users of the Service, as Senders, Recipients, other users or visitors to the website.

1.4 These Terms and Conditions are effective from the date on which you first access, register or use the Service. The Terms and Conditions may change from time to time, but changes will only be effective 2 months from the date they are first notified to you and will not change the terms on which you previously used the Service.

1.5 The Service was created: (a) to assist customers to send money to their family and friends, and to receive money from family and friends, around the world; and (b) to offer customers the ability to credit a mobile phone account with Airtime Top Up. For security reasons, we recommend that you only send money or Airtime Top Up through the Service to people you know personally. You must not use the Service to send money or Airtime Top Up to strangers, for example sellers of goods and/or services, whether private or retail.

2. DEFINITIONS

In these Terms and Conditions:

“App”means WorldRemit’s mobile application for the sending of Payment Requests and/or Transaction Requests.

“Airtime Top Up”means credit, which is added to a mobile phone account, which can be used to make calls, send text or picture messages and use data, that is purchased by the Sender and credited to the Payee’s mobile phone account typically within a few seconds.

“Business Day”means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

"Destination Country"means the country in which the Payee receives money or Airtime Top Up through the Service.

“Instruction”means a Payment Request and/or a Transaction Request.

"Local Taxes"means any taxes or charges payable in the Destination Country.

“Payee”means someone who receives money or Airtime Top Up through the Service.

"Payment Instrument"means a valid instrument of payment such as a bank account, debit card or credit card.

“Payment Request”means a specific instruction from you to a Sender requesting a Transaction.

"Payout Amount"means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee.

"Recipient"means:

(a) a Payee; or

(b) in the event that you are using the Service to send a Payment Request, someone who receives the Payment Request.

"Sender"means someone who uses the Service to send money or Airtime Top Up.

"Service Fee"means WorldRemit’s fee plus any additional charges or Local Taxes applicable to each Transaction, which WorldRemit may charge in its sole discretion in accordance with applicable laws, as may be described on the WorldRemit website from time to time.

"Service Provider"means a local bank, money exchange house, or other third party service providers (e.g. mobile network operators) in the Destination Country with whom WorldRemit works to provide the Service.

"Transaction"means the transfer of money or Airtime Top Up through the Service.

“Transaction Amount"means the amount of money or the value of the Airtime Top Up that the Sender wishes to send to the Payee as a Transaction, excluding any applicable Service Fee and prior to any foreign exchange conversion.

“Transaction History”means the record of your Transactions on our website which you may access using your email and password registration details.

"Transaction Request"means a specific instruction from you requesting us to send money or AirTime Top Up to a Payee through the Service.

3. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process any particular Transaction. When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. If we decide not to process the Transaction, we will notify you promptly of that decision and repay to you the Transaction Amount received by us, provided that we are not prohibited by law from doing so. If we choose to proceed with the Transaction we may still suspend or cancel it in our discretion.

3.3 WorldRemit reserves the right to modify or discontinue the Service or any part of the Service without notice, at any time and from time to time.

3.4 We may, in our absolute discretion, refuse any Transaction Request (as further detailed in clause 5) or impose limits on the Transaction Amount. We may do so either on a per Transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

3.5 Delivery times quoted on our service levels or elsewhere on our website are representative for the “normal” / average service and are not a guarantee of an individual Service or Transaction time.

3.6 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or due to variations in business hours and currency availability; or otherwise to comply with applicable law.

3.7 We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received.

3.8 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

4. YOUR OBLIGATIONS

4.1 You agree that:

4.1.1 you will not access, use or attempt to use the Service to provide any Instructions unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in any relevant jurisdiction;

4.1.2 for each Transaction Request that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction Request. To the maximum extent permitted by law, the Service Fee is non-refundable unless expressly stated in these Terms and Conditions. If you submit a Transaction Request that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.1.3 we may apply a convenience fee for processing credit cards in certain jurisdictions at our discretion;

4.1.4 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Service or any Instruction being conducted through the Service;

4.1.5 in connection with your registration and use of the Service, you will:

(a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b) provide us with any identity documentations as may be requested by us;

(c) provide us with details of one or more Payment Instruments;

(d) provide us with true, accurate, current and complete information as we indicate on the website is required to receive the Service and any other information which may be required in relation to the Recipient;

(e) provide us with:

(i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you are interested in on our website; and

(ii) such information relating to the Transaction as detailed in clause 5.4.

4.2 We do not accept any liability for loss or damages to you or any third party resulting from non-payment or delay in payment of a Payout Amount to a Payee or failure to perform an Instruction under the Service if you are in breach of your obligations listed in clause 4.1.

4.3 When you are using the Service under these Terms and Conditions, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm Transaction Requests before submission and you must check the details carefully.

4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

4.5 When you pay a Transaction Amount in one currency and the Payout Amount is in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. We guarantee you the Payout Amount in local currency. The margin taken on foreign currency exchange covers our risk in guaranteeing this. If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. The Sender is therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account where the funds are to be delivered.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

4.7 You will only use the Service to send money to people that you know personally and not to pay for goods or services from third parties you do not know and trust. You acknowledge that WorldRemit may refuse to process your Transaction Request where we believe you are using the Service to purchase goods or services from third parties you do not know and trust or where we believe that the Service is being used, by you or the Recipient, in furtherance of fraudulent, illegal or unethical activities. If you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

4.8 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

4.9 In using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send Transaction Amounts: (i) to a Payee who has violated the Terms and Conditions, or (ii) in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If WorldRemit reasonably believes you are using the Service in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, WorldRemit may report you to the appropriate legal authorities.

4.10 When using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

4.10.1 breach these Terms and Conditions, or any other agreement between you and WorldRemit;

4.10.2 create more than one registration without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and you will keep those details safe and secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 You acknowledge that nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal or other advice. If required, you agree to consult your own professional advisers as to the effects of Malaysian or foreign laws which may apply to the Service.

5. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

5.1 We may refuse any Transaction Request, Payment Request or Transaction at any time for any reason (or cancel it where relevant).Notwithstanding this, we set out here some examples of when that may occur.

5.1.1 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions where we believe that the Service is being used, whether by you or the Recipient, in furtherance of illegal, fraudulent or unethical activities.

5.1.2 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions from certain Senders or to certain Payees, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transaction Requests would violate anti-money laundering or counter-terrorism financing laws and regulations. We may refuse to process a Transaction funded from certain Payment Instruments where we have reason to believe the security of the Payment Instrument has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Instrument.

5.1.3 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions if WorldRemit believes you are using the Service to purchase goods or services from third parties you do not know or trust.

5.1.4 We may, in our absolute discretion, refuse or cancel Transaction Requests, Payment Requests or Transactions if:

(a) WorldRemit is unable to verify your identity;

(b) WorldRemit is unable to verify the identity of the Recipient;

(c) You do not comply with information requests pursuant to clause 5.4; or

(d) WorldRemit reasonably believes you are using the Service, or allowing it to be used, in breach of these Terms and Conditions or any applicable laws, rules or regulations.

5.2 Where WorldRemit has refused or cancelled a Transaction Request, Transaction or Payment Request, WorldRemit may also, at its discretion, temporarily or permanently suspend your Registration

5.3 Where WorldRemit temporarily or permanently suspends your Registration, or refuses or cancels a Transaction Request, Payment Requestor a Transaction in accordance with this clause 5, WorldRemit shall be entitled to retain any Service Fees already incurred.

5.4 In order to comply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

6. YOUR RIGHT TO CANCEL; REFUNDS

6.1 To the extent permitted by law, once we have received your Instruction, you do not have the automatic right to revoke it.

6.2 Notwithstanding clause 6.1 above, WorldRemit may, in its absolute discretion, attempt to cancel your Instruction if you have informed us that you wish to revoke it. In some cases, WorldRemit may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee cancellation will be successful. For successful revocations WorldRemit will normally refund your money, less any reasonable revocation charges and any Service Fees already charged, within four (4) Business Days.

6.3 If you:

6.3.1 have any problems using the Service; or

6.3.2 are aware of any unauthorised or incorrectly executed Transactions;

you should contact us through the channels listed at the end of these Terms and Conditions without delay and in any event no later than 13 months after the date the Transaction Amount was debited, upon becoming aware of the unauthorised or incorrectly executed Transaction. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

6.4 If we have executed the Transaction in accordance with the instructions you have provided to us, and that information proves to have been incorrect, we are not liable for the incorrect execution of the Transaction. We will however make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so.

6.5 Where WorldRemit has executed the Transaction otherwise than in accordance with your Instruction, subject to clause 11.2, WorldRemit will refund the full amount debited. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations which may have occurred between the time you pay us the Transaction Amount and the time of credit.

6.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency.

7. AIRTIME TOP UP

7.1 To send Airtime Top Up, you agree to comply with and undertake the provisions set out in these Terms and Conditions and this clause 7.

7.2 The Airtime Top Up service shall only be provided to you by us in respect of the mobile phone operators available on the website, which are subject to change and availability.

7.3 You will be required to input the mobile phone number to which any Airtime Top Up is to be credited into the appropriate space on the website. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be required to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

7.4 When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is a unique identifier required to ensure that Airtime Top Up is not sent to the wrong person because of a mis-typed number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Transaction Request has been processed by us.

7.5 You are responsible for checking carefully with the Payee that you have their correct phone number.

7.6 The cost of Airtime Top Up will vary depending on the amount of Airtime Top Up that you wish to send to your friend or family member and according to the denominations displayed on the website.

7.7 The total amount (the Transaction Amount and our Service Fee) that you will be required to pay will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

7.8 A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups.When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

7.9 If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate on the WorldRemit service or App before completing the transfer.

7.10 The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com .

7.11 You agree and understand that we only act on your authorisation to send Airtime Top Up and the relevant mobile operator shall be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

7.12 You acknowledge that you will lose the right to cancel the Airtime Top Up once the Airtime Top Up service has been fully performed by us. Accordingly, you will have no right to request a refund under Malaysia’s Consumer Protection Act 1999.

7.13 Please note that the website limits the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups sent over a specific time period (e.g. daily, weekly, monthly).

7.14 Other limits and exclusions related to Airtime Top Ups or the use of the website may be applicable. You will be notified through the website or by email of these additional limitations should they exist or come into existence.

8. PAYMENT REQUEST

8.1 You agree that you will not send Payment Requests to strangers i.e. people you do not know personally.

8.2 You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

8.3 We are not obliged to process any particular Payment Request. When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. You acknowledge and agree that, when we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number). We may, in our sole discretion, choose whether or not to process that Payment Request, or impose limits on Payment Requests. In particular, we may, in our absolute discretion, refuse Payment Requests and/or suspend or cancel your account with us where (i) you are in breach of clause 4, (ii) we believe that the Service is being used, whether by you or the Sender, in furtherance of illegal, fraudulent or unethical activities, or (iii) we are required to do so by law (including applicable anti-money laundering and counter-terrorism legislation) or (iv) we are unable to verify either your identity or that of the Sender.

8.4 All Transactions that result from a Payment Request will be handled in accordance with these Terms and Conditions, which the Sender will need to accept prior to any Transaction proceeding.

8.5Cancellation of Payment Requests.Once we have received your Payment Request, you may not cancel it. In such circumstances you would need to contact the Sender separately, and explain that you require the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

8.6Cancellation of Transactions.The cancellation of Transactions shall be governed by, and dealt in accordance with these Terms and Conditions. You shall assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You shall, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from Transactions where we reasonably believe that such Transactions have resulted from your use of the Services in contravention of these Terms and Conditions.

9. COLLECTION OF INFORMATION

9.1Customer Identification Program.Malaysian law requires all financial institutions to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information relating to you and the Recipient and we may also legally consult other sources to obtain information about you and the Recipient.

9.2Verification and Checks.We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Recipient in the same way. All information provided by you will be treated securely and strictly in accordance with the requirements and guidelines of the Personal Data Protection Act 2010 (PDPA). By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, or requiring you to take steps to confirm ownership of your Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

9.3Data Privacy Policy.You consent to our processing your personal information for the purposes of providing the Service, including for verification purposes as set out in this clause. You also consent to the use of such data to enable us and our authorised third parties to communicate with you, and for statutory, accounting and archival purposes, in accordance with the terms of WorldRemit's Privacy Policy. You acknowledge that you have read and consented to WorldRemit's Privacy Policy. The Privacy Policy can be found by clickinghere.

9.4Government Disclosures.We may be required by law to provide information about you, your use of the Service and your Instructions to government or other competent authorities as described in our Data Privacy Policy. You acknowledge and consent to us doing this.

9.5 WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

10. INTELLECTUAL PROPERTY

10.1 The WorldRemit website and the WorldRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit website and the Service shall remain our property and/or the property of such other third parties.

10.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

11. WARRANTIES AND LIABILITY

11.1 Where we have materially breached these Terms and Conditions causing a Sender loss, we will refund the Sender the Transaction Amount and the Service Fee.

11.2 If a Transaction is delayed or fails, or if an executed Transaction is not authorised, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. In the case of any unauthorised or incorrectly executed Transaction, any such right may be prejudiced if you do not notify us of the unauthorised or incorrectly executed Transaction without delay, or in any event within thirteen months after the debit date. We will provide you with the further details of your rights to a refund or compensation if you contact us using the contact details at the end of these Terms and Conditions.

11.3 Any claim for compensation made by you must be supported by any available relevant documentation.

11.4 If any loss that you suffer is not covered by a right to payment under the laws referred to in clause 11.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any Service Fee and (b) MYR 2,500, unless otherwise agreed by us in writing. The cap on our liability only limits a claim for loss arising out of any single Transaction or series of related Transactions, or (if a loss does not arise out of a Transaction or related Transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated Transactions, you might be able to claim up to MYR 5,000.

11.5 We do not, in any event, accept responsibility for:

11.5.1 any failure to perform the Service (e.g. your Instruction) as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

11.5.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

11.5.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control; or

11.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

11.6 Nothing in this clause 11 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; or (b) exclude our liability for fraud.

11.7 Where you are sending a Transaction Amount to a Payee who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Payee.

11.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

11.9 You understand and acknowledge that you are liable for all losses incurred in respect of an unauthorised Transaction or Instruction or any other unauthorised use of the Service, where you have acted fraudulently or negligently and you agree to be responsible for and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of the website or Service, all activities that occur under your password or account e- mail login, your violation of these Terms and Conditions or any other violation of the rights of another person or party.

12. USE OF THE APP

12.1 In consideration of you agreeing to abide by these Terms and Conditions, we grant you a non-transferable, non-exclusive licence to use the App, subject to these Terms and Conditions, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

12.2 Except as expressly set out in these Terms and Conditions or as permitted by any local law, you agree:

12.2.1 not to copy the App (except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security); and

12.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the App.

12.3 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.

12.4 We only supply the App for domestic and private use. You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Specifically (but without limitation), we do not accept any liability for loss or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

12.5 The App is provided to you free of charge and as a result no representations, conditions, warranties or other terms of any kind are given in respect of the App, and all statutory warranties and conditions are excluded to the fullest extent possible under applicable law.

12.6 In relation to your use of the App, we do not, in any event, to the extent permitted by law, accept responsibility for:

12.6.1 any failure to perform the Services, or any losses or delays in the transmission of messages, due to circumstances outside our control or due to our obligations under any applicable laws, rules or regulations;

12.6.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages we send to one another;

12.6.3 errors in the App or with the Service caused by incomplete or incorrect information provided to us by you or a third party; or

12.6.4 any loss or damage you suffered by you as a result of you using our App on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

13. ELECTRONIC COMMUNICATIONS

13.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

13.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

13.1.2 your records (e.g. of transactions) through the Service;

13.1.3 any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law;

13.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service; and

13.1.5 any other communication related to the Service or WorldRemit.

13.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

13.3 In order to access and retain Communications, you must have or have access to the following:

13.3.1 an internet browser that supports256 – bit such as Internet Explorer version 8.0 or above;

13.3.2 an e-mail account, e-mail software capable of interfacing with WorldRemit's e-mail servers and the capability to read e-mail from WorldRemit, and a device and internet connection capable of supporting the foregoing; and

13.3.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

13.3.4 a printer that is capable of printing from your browser and e-mail software.

13.4 In addition, you must promptly update us with any change in your email address by updating your profile at http://www.worldremit.com.

14. TERMINATION

14.1 You may terminate these Terms and Conditions on one month’s written notice. We may terminate these Terms and Conditions upon two months’ notice, except as provided for in clause 14.2.

14.2 We may terminate these Terms and Conditions with immediate effect if you:

14.2.1 become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

14.2.2 are in breach of any provision of these Terms and Conditions;

14.2.3 use the Service or the website in a way that is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

14.2.4 breach or attempt to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

14.2.5 are, in WorldRemit’s reasonable belief, using the Service in connection with fraudulent, illegal or unethical activity, or permitting a third party to do so.

15. COMPLAINTS

15.1 If you wish to make a complaint about any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com .

15.2 We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

16. GENERAL

16.1Governing law: this Agreement will be governed by Malaysian law and the parties submit to the exclusive jurisdiction of the Malaysia Courts.

16.2No Waiver: The failure of WorldRemit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

16.3Modification: We may modify these Terms and Conditions from time to time without notice to you, except as may be required by law.You can review the most current version of the Terms and Conditions at any time by reviewing the website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify these Terms and Conditions and acknowledge that any attempts by you to modify these Terms and Conditions shall be void.

16.4Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

16.5Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

16.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

_________________________________

 

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us using ourcontact form. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward them to us using ourcontact form.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online athttps://www.worldremit.com/en/contact-us/ (you can also find the latest list of phone numbers here);

by email to customerservice@worldremit.com;

or by post to:

WorldRemit, attn: Customer Service, WorldRemit (Malaysia) SDN. BHD. Avenue Business Centre, Suite 3A, 3A Plaza Damas, No. 60 Jalan Sri Hartamas 1, 50480 Sri Hartamas, Kuala Lumpur Malaysia

 

South Africa

  1. CONTRACT FORMATION AND OVERVIEW

1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may access and use the website (and for the purpose of these Terms and Conditions “website” will include our App (where applicable) and the services associated with it (together, the "Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

1.2 In these Terms and Conditions, the terms "WorldRemit""we""us", and "our" refer to WorldRemit South Africa (Pty) Ltd , together with its employees, directors, affiliates, successors, and assigns. WorldRemit South Africa (Pty) Ltd is a company registered in South Africa with registration number 2015/240562/07. WorldRemit’s office bearers are Ismail Ahmed (director) and Catherine Wines (director). WorldRemit South Africa (Pty) Ltd is authorised as an Authorised Dealer with limited authority (ADLA) by the Financial Surveillance Department of the South African Reserve Bank (FinSurv) in terms of the Currency and Exchanges Manual for ADLAs issued under the Currency and Exchanges Act, 1933 and the Exchange Control Regulations for the provision of cross-border payment services.

1.3 The terms "you" and "your" refer to users of the Service, as Senders, Recipients, other users or visitors to the website, who must be natural persons acting in their personal capacity.

1.4 These Terms and Conditions are effective from the date on which you first access, register or use the Service. The Terms and Conditions may change from time to time, but changes will only be effective 2 months from the date they are first notified to you and will not change the terms on which you previously used the Service.

1.5 The Service was created to assist customers to send money to their family and friends, and to receive money from family and friends, around the world and the Service can only be used for person-to-person payments only. For security reasons, we recommend that you only send money through the Service to people you know personally. You must not use the Service to send money to strangers or merchants, for example sellers of goods and/or services, whether private or retail.

1.6 Transactions are limited to R5, 000 per Transaction per day and R25, 000 per calendar month, per Sender. We will decline Transaction Requests and/or Payment Requests in excess of these limits.

  1. DEFINITIONS

In these Terms and Conditions:

“App” means WorldRemit’s mobile application for the sending of Payment Requests and/or Transaction Requests.

“Business Day” means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

"Destination Country" means the country in which the Payee receives money through the Service.

“Instruction” means a Payment Request and/or a Transaction Request.

"Local Taxes" means any taxes or charges payable in the Destination Country.

“Payee” means someone who receives money through the Service.

"Payment Instrument" means a valid instrument of payment such as a bank account, debit card or credit card.

“Payment Request” means a specific instruction from you to a Sender requesting a Transaction.

"Payout Amount" means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee.

“Prohibited” means activities which involve narcotics, steroids, pharmaceuticals, chemicals, drug paraphernalia, tobacco, seeds, plants, animals, military or semi-military goods or services, weapons (including dual-use goods), adult services or content, bitcoin or other cryptocurrency, binary options or gambling services or any other activities that are prohibited by WorldRemit’s policies as amended from time to time.

"Recipient" means:

(a) a Payee; or

(b) in the event that you are using the Service to send a Payment Request, someone who receives the Payment Request.

"Sender" means someone who uses the Service to send money.

"Service Fee" means WorldRemit’s fee plus any additional charges or Local Taxes applicable to each Transaction, which WorldRemit may charge in its sole discretion in accordance with applicable laws, as may be described on the WorldRemit website from time to time.

"Service Provider" means a local bank, money exchange house, or other third party service providers (e.g. mobile network operators) in the Destination Country with whom WorldRemit works to provide the Service.

"Transaction" means the transfer of money through the Service.

“Transaction Amount" means the amount of money that the Sender wishes to send to the Payee as a Transaction, excluding any applicable Service Fee and prior to any foreign exchange conversion.

“Transaction History” means the record of your Transactions on our website which you may access using your email and password registration details.

"Transaction Request" means a specific instruction from you requesting us to send money to a Payee through the Service.

  1. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process any particular Transaction. When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. If we decide not to process the Transaction, we will notify you promptly of that decision and repay to you the Transaction Amount received by us, provided that we are not prohibited by law from doing so. If we choose to proceed with the Transaction we may still within our reasonable discretion and while acting fairly suspend or cancel it in our discretion.

3.3 WorldRemit reserves the right to modify or discontinue the Service or any part of the Service without notice, at any time and from time to time; provided that such modifications or the cessation of the Service will only apply to future Transactions.

3.4 We may, in our absolute discretion, refuse any Transaction Request (as further detailed in clause 5) or, and in our reasonable discretion, impose limits on the Transaction Amount. We may do so either on a per Transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

3.5 Delivery times quoted on our service levels or elsewhere on our website are representative for the “normal” / average service and are not a guarantee of an individual Service or Transaction time.

3.6 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or due to variations in business hours and currency availability; or otherwise to comply with applicable law.

3.7 We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received.

3.8 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

  1. YOUR OBLIGATIONS

4.1 You agree that:

4.1.1 you will not access, use or attempt to use the Service to provide any Instructions unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in any relevant jurisdiction;

4.1.2 you will not submit a Transaction Request or Payment Request in excess of the limits set out in clause 1.6 above.

4.1.3 for each Transaction Request that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction Request. To the maximum extent permitted by law, the Service Fee is non-refundable unless expressly stated in these Terms and Conditions. If you submit a Transaction Request that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.1.4 we may apply a convenience fee for processing credit cards in certain jurisdictions at our discretion and any such fee will be clearly indicated and brought to your attention before it is charged;

4.1.5 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Service or any Instruction being conducted through the Service;

4.1.6 in connection with your registration and use of the Service, you will:

(a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b) provide us with any identity documentations as may be requested by us;

(c) provide us with details of one or more Payment Instruments;

(d) provide us with true, accurate, current and complete information as we indicate on the website is required to receive the Service and any other information which may be required in relation to the Recipient;

(e) provide us with:

(i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you are interested in on our website; and

(ii) such information relating to the Transaction as detailed in clause 5.4.

4.2 Where permitted by applicable law, we do not accept any liability for loss or damages to you or any third party resulting from non-payment or delay in payment of a Payout Amount to a Payee or failure to perform an Instruction under the Service if you are in breach of your obligations listed in clause 4.1.

4.3 When you are using the Service under these Terms and Conditions, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm Transaction Requests before submission and you must check the details carefully.

4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

4.5 When you pay a Transaction Amount in one currency and the Payout Amount is in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. We guarantee you the Payout Amount in local currency. The margin taken on foreign currency exchange covers our risk in guaranteeing this. If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. The Sender is therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account where the funds are to be delivered.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

4.7 You will only use the Service to send money to people that you know personally and not to pay for goods or services from third parties you do not know and trust or merchants. You acknowledge that WorldRemit may refuse to process your Transaction Request where we believe you are using the Service to purchase goods or services from third parties you do not know and trust or merchants, or where we believe that the Service is being used, by you or the Recipient, in furtherance of fraudulent, illegal or Prohibited activities. You are strictly prohibited from using the Service to make payments to merchants and you acknowledge that the use of the Service for such purpose will be considered in breach of these Terms and Conditions. If you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

4.8 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

4.9 In using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send Transaction Amounts: (i) to a Payee who has violated the Terms and Conditions, or (ii) in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If WorldRemit reasonably believes you are using the Service in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, WorldRemit may report you to the appropriate legal authorities.

4.10 When using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

4.10.1 breach these Terms and Conditions, or any other agreement between you and WorldRemit;

4.10.2 create more than one registration without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and you will keep those details safe and secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 You acknowledge that nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal or other advice. If required, you agree to consult your own professional advisers as to the effects of South African or foreign laws which may apply to the Service.

  1. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

5.1 We may refuse any Transaction Request, Payment Request or Transaction at any time for any reason (or cancel it where relevant). Notwithstanding this, we set out here some examples of when that may occur.

5.1.1 We may refuse or cancel Transaction Requests or Transactions where we have reason to believe that the Service is being used, whether by you or the Recipient, in furtherance of illegal, fraudulent or Prohibited activities.

5.1.2 We may refuse or cancel Transaction Requests or Transactions from certain Senders or to certain Payees, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transaction Requests would violate anti-money laundering or counter-terrorism financing laws and regulations. We may refuse to process a Transaction funded from certain Payment Instruments where we have reason to believe the security of the Payment Instrument has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Instrument.

5.1.3 We may refuse or cancel Transaction Requests or Transactions if WorldRemit reasonably believes you are using the Service to purchase goods or services from third parties you do not know or trust or merchants.

5.1.4 We may refuse or cancel Transaction Requests, Payment Requests or Transactions if:

(a) WorldRemit is unable to verify your identity;

(b) WorldRemit is unable to verify the identity of the Recipient;

(c) You do not comply with information requests pursuant to clause 5.4; or

(d) WorldRemit reasonably believes you are using the Service, or allowing it to be used, in breach of these Terms and Conditions or any applicable laws, rules or regulations.

5.2 Where WorldRemit has refused or cancelled a Transaction Request, Transaction or Payment Request, WorldRemit may also, at its discretion, temporarily or permanently suspend your Registration.

5.3 Where WorldRemit temporarily or permanently suspends your Registration, or refuses or cancels a Transaction Request, Payment Request or a Transaction in accordance with this clause 5, WorldRemit shall be entitled to retain any Service Fees already incurred.

5.4 In order to comply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

  1. YOUR RIGHT TO CANCEL; REFUNDS

6.1 To the extent permitted by law, once we have received your Instruction, you do not have the automatic right to revoke it.

6.2 Notwithstanding clause 6.1 above, WorldRemit may, in its absolute discretion, or shall if required by law, attempt to cancel or recall your Instruction if you have informed us that you wish to revoke it. In some cases, WorldRemit may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee cancellation will be successful. For successful revocations WorldRemit will normally refund your money, less any reasonable revocation, recall or tracing charges and any Service Fees already charged, within four (4) Business Days.

6.3 If you:

6.3.1 have any problems using the Service; or

6.3.2 are aware of any unauthorised or incorrectly executed Transactions;

you should contact us through the channels listed at the end of these Terms and Conditions without delay and in any event no later than 13 months after the date the Transaction Amount was debited, upon becoming aware of the unauthorised or incorrectly executed Transaction. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

6.4 If we have executed the Transaction in accordance with the instructions you have provided to us, and that information proves to have been incorrect, we are not liable for the incorrect execution of the Transaction. We will however make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so.

6.5 Where WorldRemit has executed the Transaction otherwise than in accordance with your Instruction, subject to clause 11.2, WorldRemit will refund the full amount debited. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations which may have occurred between the time you pay us the Transaction Amount and the time of credit.

6.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency.

6.7. You acknowledge that any cooling off rights available in terms of the Electronic Communications and Transactions Act, 25 of 2002, do not apply in relation to these Terms and Conditions, by virtue of section 42(2)(d) thereof or otherwise. In the event that such cooling off rights do apply, you hereby agree that you waive such rights in relation to this Agreement and to any Transaction.

 

  1. PAYMENT REQUEST

7.1 You agree that you will not send Payment Requests to strangers i.e. people you do not know personally or merchants.

7.2 You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

7.3 We are not obliged to process any particular Payment Request. When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. You acknowledge and agree that, when we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number). We may, in our sole discretion, choose whether or not to process that Payment Request, or impose limits on Payment Requests. In particular, we may refuse Payment Requests and/or suspend or cancel your account with us where (i) you are in breach of clause 4, (ii) we have reason to believe that the Service is being used, whether by you or the Sender, in furtherance of illegal, fraudulent or Prohibited activities, or (iii) we are required to do so by law (including applicable anti-money laundering and counter-terrorism legislation) or (iv) we are unable to verify either your identity or that of the Sender.

7.4 All Transactions that result from a Payment Request will be handled in accordance with these Terms and Conditions, which the Sender will need to accept prior to any Transaction proceeding.

7.5 Cancellation of Payment Requests. Once we have received your Payment Request, you may not cancel it. In such circumstances you would need to contact the Sender separately, and explain that you require the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

7.6 Cancellation of Transactions. The cancellation of Transactions shall be governed by, and dealt in accordance with these Terms and Conditions. You shall assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You shall, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from Transactions where we reasonably believe that such Transactions have resulted from your use of the Services in contravention of these Terms and Conditions.

  1. COLLECTION OF INFORMATION

8.1 Customer Identification Program. South African law requires all financial institutions to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information relating to you and the Recipient and we may also legally consult other sources to obtain information about you and the Recipient. The information we collect is limited to the personal information necessary to verify your identity.

8.2 Verification and Checks. We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. In terms of the applicable law, we may also need to verify the identity of a Recipient in the same way All information provided by you will be treated securely and strictly in accordance with the Protection of Personal Information Act, 2013 (to the extent it is in force and effect) and other applicable data protection laws. By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, or requiring you to take steps to confirm ownership of your Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

8.3 Data Privacy Policy. You consent to our processing your personal information for the purposes of providing the Services, including for verification purposes as set out in this clause. You also consent to the use of such data to enable us and our authorised third parties to communicate with you, and for statutory, accounting and archival purposes, in accordance with the terms of WorldRemit's Privacy Policy. We shall not use the personal information collected by us for any purpose other than the purposes indicated in these Terms and Conditions or WorldRemit's Privacy Policy. You acknowledge that you have read and consented to WorldRemit's Privacy Policy. The Privacy Policy can be found by clicking here.

8.4 Government Disclosures. We may be required by law to provide information about you, your use of the Services and your Instructions to government, FinSurv or other competent authorities as described in our Privacy Policy. You acknowledge and consent to us doing this.

8.5 WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

  1. INTELLECTUAL PROPERTY

9.1 The WorldRemit website and the Services, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit website and the Service shall remain our property and/or the property of such other third parties.

9.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

  1. WARRANTIES AND LIABILITY

10.1 Where we have materially breached these Terms and Conditions causing a Sender loss, we will refund the Sender the Transaction Amount and the Service Fee.

10.2 If a Transaction is delayed or fails, or if an executed Transaction is not authorised, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. In the case of any unauthorised or incorrectly executed Transaction, any such right may be prejudiced if you do not notify us of the unauthorised or incorrectly executed Transaction without delay, or in any event within thirteen months after the debit date. We will provide you with the further details of your rights to a refund or compensation if you contact us using the contact details at the end of these Terms and Conditions.

10.3 Any claim for compensation made by you must be supported by any available relevant documentation.

10.4 If any loss that you suffer is not covered by a right to payment under the laws referred to in clause 10.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any Service Fee and (b) €500, unless otherwise agreed by us in writing. The cap on our liability only limits a claim for loss arising out of any single Transaction or series of related Transactions, or (if a loss does not arise out of a Transaction or related Transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated Transactions, you might be able to claim up to €1,000.

10.5 We do not, in any event, accept responsibility for:

10.5.1 any failure to perform the Services (e.g. your Instruction) as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

10.5.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

10.5.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control; or

10.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

10.6 Nothing in this clause 11 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; (b) exclude our liability for fraud; or (c) exclude our liability for anything  that it is not permittable  to exclude under applicable law.

10.7 Where you are sending a Transaction Amount to a Payee who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Payee.

10.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

10.9 You understand and acknowledge that you are liable for all losses incurred in respect of an unauthorised Transaction or Instruction or any other unauthorised use of the Service, where you have acted fraudulently or negligently and you agree to be responsible for and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of the website or Service, all activities that occur under your password or account e- mail login, your violation of these Terms and Conditions or any other violation by you of the rights of another person or party.

  1. USE OF THE APP

11.1 In consideration of you agreeing to abide by these Terms and Conditions, we grant you a non-transferable, non-exclusive licence to use the App, subject to these Terms and Conditions, our Privacy Policy and the applicable app-store terms [link to apple store] [link to Google play] (incorporated into these Terms and Conditions by reference) as may be amended from time to time. In the event of an amendment to these Terms and Conditions, we will provide you with 30 days’ prior notice. You should regularly review this page to ensure that you are satisfied with any changes. The revised version of this Agreement will apply after the expiry of the 30 day period. If you are not satisfied with the revisions made, you should stop using the App immediately. We reserve all other rights.

11.2 Except as expressly set out in these Terms and Conditions or as permitted by any local law, you agree:

11.2.1 not to copy the App (except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security); and

11.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the App.

11.3 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.

11.4 We only supply the App for domestic and private use. You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Specifically (but without limitation), we do not accept any liability for loss or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

11.5 The App is provided to you free of charge and as a result no representations, conditions, warranties or other terms of any kind are given in respect of the App unless these are required to be given pursuant to applicable law, and all statutory warranties and conditions are excluded to the fullest extent possible under applicable law.

11.6 In relation to your use of the App, we do not, in any event, to the extent permitted by law, accept responsibility for:

11.6.1 any failure to perform the Services, or any losses or delays in the transmission of messages, due to circumstances outside our control or due to our obligations under any applicable laws, rules or regulations;

11.6.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages we send to one another;

11.6.3 errors in the App or with the Service caused by incomplete or incorrect information provided to us by you or a third party; or

11.6.4 any loss or damage you suffered by you as a result of you using our App on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

  1. ELECTRONIC COMMUNICATIONS

12.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

12.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

12.1.2 your records (e.g. of transactions) through the Service;

12.1.3 any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law;

12.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service; and

12.1.5 any other communication related to the Service or WorldRemit.

12.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

12.3. To the extent that we use the communications for the purposes of direct marketing, you have the right to request that we cease contacting you for this purpose. Such a request must be made to us using our contact information at the end of these Terms and Conditions.

12.4 In order to access and retain Communications, you must have or have access to the following:

12.4.1 an internet browser that supports 256 – bit such as Internet Explorer version 8.0 or above;

12.4.2 an e-mail account, e-mail software capable of interfacing with WorldRemit's e-mail servers and the capability to read e-mail from WorldRemit, and a device and internet connection capable of supporting the foregoing; and

12.4.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

12.4.4 a printer that is capable of printing from your browser and e-mail software.

12.5 In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

  1. TERMINATION

13.1 You may terminate these Terms and Conditions on one month’s written notice. We may terminate these Terms and Conditions upon two months’ notice.

13.2 Notwithstanding the provisions in clause 14.1 these Terms and Conditions may be terminated with immediate effect where specified below:

13.2.1 the other party becomes, or the terminating party reasonably believes or becomes aware that the other is likely to become, insolvent or is declared bankrupt, or has committed any act of insolvency under applicable law;

13.2.2 the other party commits a material breach of any provision of these Terms and Conditions;

13.2.3 if WorldRemit is the terminating party, where you use the Service or the website in a way that is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

13.2.4 if WorldRemit is the terminating party, where you through any means of communication intimidate, harass or threaten WorldRemit or its employees with violence, property damage or any other offensive, indecent or hateful material;

13.2.5 if WorldRemit is the terminating party, where you breach or attempt to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

13.2.6 if WorldRemit is the terminating party, where you are, in WorldRemit’s reasonable belief, using the Service in connection with fraudulent, illegal or Prohibited activity, or permitting a third party to do so.

  1. COMPLAINTS

14.1 If you wish to make a complaint about any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com.

14.2 We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

14.3 If you are not satisfied with the manner in which we have dealt with your complaint, or the outcome, then you may refer the matter to the National Consumer Commission, Building C – South African Bureau of Standards Campus, 1 Dr. Lategan Road, Groenkloof, Pretoria, Tel No +27(12)428 7000, Email: complaints@thencc.org.za.

  1. GENERAL

15.1 Governing law: this Agreement will be governed by South African law and the parties submit to the jurisdiction of the South African Courts.

15.2 No Waiver: The failure of you or us to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

15.3 Modification: We may modify these Terms and Conditions from time to time on 30 days’ notice to you, except as may be otherwise required by law. You can review the most current version of the Terms and Conditions at any time by reviewing the website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not be permitted to modify these Terms and Conditions without our express written agreement to such modification, and acknowledge that any attempts by you to modify these Terms and Conditions shall be void.

15.4 Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

15.5 Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

15.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

_________________________________

 

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious, not to use the Service to deal with merchants and, of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward the email to us at customerservice@worldremit.com.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at; 0800014936

or by post to: 35 Fricker Road, Illovo, Sandton, Gauteng, 2196.

 

All other countries 

Please note:  For customers using WorldRemit from the UK, the new Terms and Conditions set out immediately below will take effect and supersede the current Terms and Conditions on 17th July 2019.

For customers using WorldRemit from other countries in the European Economic Area, as well as  Bahrain, Brazil, Jordan, Kuwait, Oman,  Qatar, Saudi Arabia, South Korea, Switzerland, Taiwan and UAE, the existing Terms and Conditions set out at the bottom of this page will continue to apply.

 

These Terms and Conditions set out your legal rights and obligations in using the WorldRemit Money Transfer Service, the WorldRemit Digital Money Account and Airtime Top Up. We recommend you read these carefully.

If you use the Digital Money Account, your right to redeem E-money is explained in clause 9.10. Any fees payable on redemption are explained in our Portal or on our Website.

 

  1. CONTRACT FORMATION AND OVERVIEW

1.1     These terms and conditions ("Terms and Conditions") govern the terms under which you can use:

(a)     our Money Transfer services;

(b)     our Digital Money Account (including redeeming electronic money and paying the proceeds of redemption to yourself or another person); and/or

(c)      Airtime Top Up.

1.2     These Terms and Conditions, together with our web page setting out the charges applicable for our services, form your agreement with us for a Digital Money Account and/or use of Airtime Top Up (the "Agreement").

1.3     By accessing, registering with and using any of these services, you agree to be bound by the terms of the Agreement.

1.4     The language of the Agreement is English, and all services, instructions and transactions carried out in connection with it will be in English.

1.5     You can obtain a copy of the Agreement at any time by asking us to send you a copy via email.

1.6     In the Agreement, the terms "WorldRemit""we""us", and "our" refer to WorldRemit Ltd, together with its employees, directors, successors, and assigns. WorldRemit Ltd is a company registered number 07110878 in England and Wales, with its registered office at 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ. WorldRemit Ltd is authorised and regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 and Electronic Money Regulations 2011. Registration number: 900891. Its regulated activities include providing payment services and issuing electronic money.

1.7     The terms "you" and "your" refer to you, the person who has registered to use some or all of the services described in the Agreement.

1.8     This Agreement will be treated as coming into effect on the date you register with us and will continue for an indefinite period, until terminated by you or us.

  1. DEFINITIONS

         In these Terms and Conditions:

"Airtime Top Up" means the service which allows you to credit a mobile phone account with credit which can be used by the mobile phone account holder to make calls, send text or picture messages and use data. It is credited to the Payee’s mobile phone account typically within a few seconds.

“Business Day” means any day on which we are open for business for the execution of Payment Instructions and/or Payment Requests.

"Destination Country" means the country in which:

(a)     (where you are the recipient) you receive either money or E-money from a Sender; or

(b)     (where you are the person making payment or sending Airtime Top Up) another Payee receives money, E-money or Airtime Top Up as a result of you making a payment using either our Money Transfer service or E-money in your Digital Money Account.

“Digital Money Account” means a function in the Portal which stores E-money in a non-interest bearing account maintained by us for you, and which provides such features as we may make available from time to time. These features may include (without limitation) the ability to:

(a)     load E-money into your Digital Money Account;

(b)     see the balance of E-money held in that Digital Money Account;

(c)      denominate E-money in the different currencies we make available in the Digital Money Account from time to time;

(d)     give instructions for E-money to be transferred to another person's Digital Money Account;

(e)     redeem E-money and transfer the proceeds either to yourself or to another Payee; and/or

(f)      buy Airtime Top Up with the proceeds of E-money and transfer this either to yourself or to another Payee.

         The Digital Money Account is held and administered in the United Kingdom.

         "E-money" means electronically stored monetary value.

         “Instruction” means a Payment Request or a Payment Instruction, as the case may be.

         "Local Taxes" means any taxes or charges payable in the Destination Country.

         "Money Transfer" means an electronic money transfer using our Services, either within the same country or to another country.

         "Payee" means either:

(a)     you, where you receive money or E-money from someone else, or where you send the proceeds of E-money or Airtime Top Up to yourself; or

(b)     someone else that you send money, E-money or Airtime Top Up to using your Digital Money Account.

         "Payment Instrument" includes a payment device such as a debit card, credit card, or Digital Money Account.

         "Payment Request" means a specific instruction from you (or a Third Party Provider on your behalf) to a Sender, asking them to send you money, or to send E-money to your Digital Money Account.

         "Payout Amount" means the amount paid, after any foreign exchange conversion, to you or to a Payee, exclusive of the Service Fee and/or any other fees, charges or costs we reasonably incur.

         "Payment Instruction" means a specific instruction from you (or a Third Party Provider on your behalf), using the Portal, to send:

(a)     the proceeds of E-money, or Airtime Top Up, to yourself; or

(b)     money, E-money, the proceeds of E-money, or Airtime Top Up, to another Payee.

"Portal" means any app, website, interface or other digital portal we provide from time to time to enable you to use our Services under the Agreement.

"Prohibited" means activities which involve narcotics, steroids, pharmaceuticals, chemicals, drug paraphernalia, tobacco, seeds, plants, animals, military or semi-military goods or services, weapons (including dual-use goods), adult services or content, bitcoin or other cryptocurrency, binary options or gambling services or any other activities that are prohibited by our policies as amended from time to time.

"Sender" means either:

(a)     someone who sends us money to hold to your order; or

(b)     someone who sends E-money to your Digital Money Account.

"Services" means any or all of the following services:

(a)     Money Transfer;

(b)     Digital Money Account;

(c)      Airtime Top Up.

"Service Fee" means our fee described as such on our Website from time to time. Other taxes (for example, Local Taxes) and costs may exist that are not paid through us or imposed by us.

"Service Provider" means a local bank, money exchange house, or other third party service provider (e.g. mobile network operator) in the Destination Country who we work with to provide services to you.

"Third Party Provider" means any online provider that you authorise to access your Digital Money Account, or to give us a Payment Instruction on your behalf. Depending on the authorisations you give them, Third Party Providers will have access to your Transaction History and will be able to send us Payment Instructions, as if they were you. Many Third Party Providers will be authorised by the UK Financial Conduct Authority, or by the equivalent regulatory body in another country in the European Economic Area (which includes the member states of the European Union plus Iceland, Liechtenstein and Norway). If you are thinking of using a Third Party Provider, then you should ask for details of its authorisation and check these yourself. You should also make sure you are comfortable giving the Third Party Provider the right to give Payment Instructions on your behalf and/or to access your Digital Money Account.  

"Transaction" means the transfer of money, E-money or Airtime Top Up using our Services, as the case may be.

"Transaction Amount" means:

(a)     the amount of money or E-money that a Sender wishes to send to you;

(b)     the amount of the proceeds of E-money, or the value of the Airtime Top Up, that you wish to send to yourself; or

(c)      the amount of money, proceeds of E-money, or the value of the Airtime Top Up, that you wish to send to another Payee.

In each case, the Transaction Amount excludes any applicable Service Fee and is the amount displayed by us in the Portal prior to any foreign exchange conversion.

"Transaction History" means the record of your Transactions which are accessible through our Portal.

"Website" means our public website.

  1. PROVISION AND USE OF SERVICES

3.1     Subject to the terms of the Agreement, we agree to provide the Services to you using reasonable care.

3.2     You may not be able to use the Services, or some aspects of the Services, if you are located in certain regions, countries, or jurisdictions. This restriction may also apply where you are temporarily accessing our services from those regions, countries or jurisdictions (for example if you are travelling).

3.3     You must not access, use or attempt to use the Portal to provide any Instructions unless you are at least 18 years old. Depending on the country in which you live, local laws may set a different age or impose additional rules on your ability to enter into an agreement with us and to use the Portal. If this is the case, it is your obligation to comply with the local laws which affect you.

3.4     You must not use any device, software or routine to interfere or attempt to interfere with the proper working of the Portal or any Instruction being conducted through the Portal.

3.5     When registering for and using the Portal, you must:

(a)     provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b)     provide us with any identity documentation as may be requested by us;

(c)      provide us with details of one or more accounts and/or Payment Instruments; and

(d)     provide us with true, accurate, current and complete information as we indicate on our Website is required to use the Portal and any other information which may be required in relation to you, any Sender or any Payee.

3.6     You must take reasonable steps to keep the details you use to access the Portal safe and to prevent their fraudulent use. These steps include:

(a)     disguising those details if you write them down and keeping them out of sight of third parties who should not have access to the Portal or (if applicable) your Digital Money Account.

(b)     not sharing those details with anyone else, unless they are a Third Party Provider that you have authorised to give Payment Instructions on your behalf and/or to access your Digital Money Account, and they need those details in order to provide these services to you; and

(c)      following any reasonable instructions which we give you or publish in our Portal or on our Website from time to time and which are intended to help you keep your use of our Services safe.

3.7     You must only use the Portal to send money, E-money or Airtime Top Up to people that you know personally, and not to pay for goods or services from third parties you do not know and trust. If you choose to pay third parties for goods and services using our Services, please note that we have no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services, and that any such use of the Portal and our Services is entirely at your own risk.

3.8     You must only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person.

3.9     You must not use the Portal to send Transaction Amounts in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If we reasonably believe you are using the Portal or our Services in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, we may report you to the appropriate legal authorities.

3.10   When using the Portal, Digital Money Account or our Website or when interacting with us, with another user or with a third party, you must do the following:

         (a)     comply with the terms of your Agreement with us as well as any applicable laws, rules or regulations;

         (b)     provide confirmation of any information you provide to us, including proof of identity;

         (c)      co-operate in any investigation that we reasonably carry out, or that is carried out by any law enforcement agency, government agency or regulatory authority;

         (d)     not create more than one registration without our prior written permission;

         (e)     not provide false, inaccurate, or misleading information;

         (f)      not use an anonymising proxy (a tool that attempts to make activity untraceable); and

         (g)     not copy or monitor our Portal or Website using any robot, spider, or other automatic device or manual process, without our prior written permission.

3.11   If you have any problems using the Portal, Digital Money Account or our Website, you should contact us without delay through the channels listed at the end of these Terms and Conditions.

3.12   If you suspect or become aware that the details that you use to access the Portal or your Digital Money Account, or that money in the Digital Money Account, has been lost, stolen, compromised, used without your authorisation, or used fraudulently, you must contact us immediately through the channels listed at the end of these Terms and Conditions.

3.13   Provided it would not be unlawful for us to do so, and it would not compromise reasonable security measures, we will contact you by phone or email if there is an actual or suspected fraud affecting your use of the Portal, any money we hold to your account (including in your Digital Money Account), or a security threat affecting the Portal, your money or your Digital Money Account.

3.14   Nothing in the Agreement or in any other information provided by WorldRemit as part of the services covered by the Agreement is intended to be, nor should it be construed to be, legal or other advice. You must consult your own professional advisers as to the effects of laws which may apply to the Agreement and the services under it.

  1. PAYMENT REQUESTS

4.1     You must not submit Payment Requests to people you do not know personally.

4.2     When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and you are consenting to us contacting the Sender for these purposes. Your Payment Request will be treated as being received by us once you submit it to us using the Portal. When we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number).

         Cancellation of Payment Requests

4.3     Once we have received your Payment Request, you cannot cancel it. In such circumstances you must contact the Sender separately, and explain that you want the Payment Request to be treated as cancelled.

4.4     If a Sender asks us to cancel a payment to you after they have initiated the payment, you must co-operate with us in order to return the payment to the Sender. This may include you refunding the amount to us or to a third party of our choice (including but not limited to the Sender or their payment service provider). Where a Sender makes a request for a refund which we are obliged to process, we can remove funds from any money we hold to your account (including in your Digital Money Account) which are equal to the amount of the refund.

4.5     If a payment service provider tells us that they have made a payment to us for your account (or into your Digital Money Account) by mistake, we are obliged to co-operate with them and help them recover the mistaken payment. We must provide them with all relevant information they need to collect the payment. If the Sender's payment service provider is unable to recover the funds from us and the Sender asks them to do so, the Sender's payment service provider will provide all relevant information they have to the Sender so that the Sender can claim repayment. This information will include your name and contact address.

4.6     If we ask you to do so, you must without delay refund to us or a third party of our choice any payment you receive using our Services, where we reasonably believe that the payment:

         (a)     resulted from unauthorised use of the Portal by you or someone else, or use of the Portal by you in contravention of your Agreement with us; or

         (b)     is connected with illegal, fraudulent or Prohibited activities carried on by you or someone else.

  1. MAKING PAYMENTS

5.1     When you give us a Payment Instruction, you are requesting that we process the Transaction on your behalf and you are consenting to the execution of the Transaction. Your Payment Instruction will be treated as received by us once you submit it to us using the Portal.

5.2     It is your responsibility to make sure all the details are accurate before you give us a Payment Instruction. Once we have received a Payment Instruction, it is not normally possible to change any details of that Payment Instruction. You will be given the opportunity to confirm a Payment Instruction before submission and you must check the details carefully.

5.3     The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will must pay and the relevant exchange rate selected by us will be displayed clearly in the Portal before you are asked to confirm your Transaction.

5.4     There may be times when we have to convert a payment into or out of your Digital Money Account from one currency into another. This could happen when:

         (a)     you pay or receive a Transaction Amount in one currency and the Payout Amount is in another currency;

         (b)     there is a payment to your Digital Money Account in one currency and your Digital Money Account is denominated in another currency;

         (c)      you change the denomination of the E-money held in your Digital Money Account from one currency into another currency; or

         (d)     you transfer E-money from your Digital Money Account in one currency and the Payee's Digital Money Account is denominated in another currency.

         In each case, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. In the case of a Transaction, we will pay you the Payout Amount we confirm to you in local currency. Likewise, in the case of a payment to your Digital Money Account, we will issue E-money for the amount we confirm to you, in the currency in which your Digital Money Account is denominated. The margin taken on foreign currency exchange covers our risk that exchange rates may change between the time we confirm the Payout Amount (or the amount we will issue in E-money) and the time we make the payment (or issue the E-money). 

5.5     If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates.

5.6     We will have no responsibility for any fees or charges you may incur by the use of a particular account or Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account, or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of our Services as a cash transaction rather than a purchase transaction.

         Information we need

5.7     In order for us to process a Payment Instruction correctly, you must give us the following information:

Type of payment

Information we need

Bank Transfer

Bank Name

Branch Name

Account Number

Bank Code

Branch Code

IBAN

BIC (or SWIFT)

Account Type

Digital Money Account to Digital Money Account Transfer

Payee full name

Mobile number of the Payee

Country of residence of the Payee

Cash Pick Up

Payee Full Name

Mobile Money

Mobile Money Account Number

Airtime Top Up

Mobile Number of Payee

Door to Door

Payee Full Name

Payee Address

Bill Pay

Biller Name

Biller Account Number

         For payments in some countries, different information may be needed. We will let you know if this is the case.

5.8     In addition to the information set out in the table above, you must give us the following information:

         (a)     any other information that must be provided for a Payment Instruction to be properly executed, as specified when you enter the details of the Transaction you wish to carry out;

         (b)     any other information we need to obtain in order to comply with our obligations under relevant laws, rules and regulations; and/or

         (c)      if you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform us of your desire to do so. You must also provide us with any additional information about that person we request in order that to help us decide whether to accept your instruction or receive a Transaction.

         Timing of payments of money

5.9     Subject to the terms of the Agreement, where you make a Money Transfer (or redeem E-money from your Digital Money Account and instruct us to make a payment of the proceeds), the Payee will receive the payment as set out in the table below. In each case, the period of time is calculated from the time we actually receive your Instruction. You should bear in mind that payment may be refused or delayed for the reasons set out in clause 7.1, or we may be unable to process the payment as quickly due to circumstances outside our control (as explained in clause 13.10).

         We have grouped different types of payments into three separate groups:

Group 1: where the Payee will receive the payment within one Business Day

Payments in pounds sterling (GBP)

·       payment in GBP to an account in the United Kingdom

·       conversion from euro to GBP, followed by a payment in GBP to an account in the United Kingdom only

 

Payments in euro

·       payment in euro to an account in the European Economic Area

·       conversion from GBP to euro, followed by a payment in euro to an account in the European Economic Area

 

Group 2: where the Payee will receive the payment within four Business Days

Payments to accounts in the European Economic Area not covered by Group 1

·       payment in a European Economic Area currency to an account in the European Economic Area, where the payment falls outside Group 1

·       conversion from one European Economic Area currency to another European Economic Area currency followed by payment to an account in the European Economic Area, where the currency conversion and/or payment falls outside Group 1

 

Group 3: please contact us for information about how long the payment will take

·       payment in a non-European Economic Area currency to an account anywhere in the world

·       payment in any currency (including a European Economic Area currency) to an account outside the European Economic Area currency, with or without a currency conversion

 

         Timing of E-money Payments

5.10   Where you give us an Instruction to pay E-money from one Digital Money Account to another Digital Money Account, we will (subject to the terms set out in the Agreement) make the payment no later than the next Business Day after the day on which we receive the Instruction.

5.11   We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Payment Instruction enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Payment Instruction, our Service Fee, exchange rate and the date on which the Payment Instruction was received. We will provide this information to you no later than 30 days after the date of the relevant Transaction.

5.12   We will attempt to provide you with up to date information regarding the location and opening hours of our Service Providers by means of information in our Portal or on our Website. However, we will not be responsible for any inaccuracies that may appear in that information or any loss which may result from incorrect or incomplete information.

  1. CANCELLATION OF INSTRUCTIONS

6.1     Once we have received your Instruction, you cannot cancel it.

6.2     Notwithstanding clause 6.1, we may, in our absolute discretion, attempt to reverse your Instruction if you have informed us that you wish us to do so. In some cases, we may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider. If this is the case, we cannot guarantee that the reversal will be successful.

6.3     We can apply a charge for attempting to reverse your Instruction.

  1. OUR RIGHT TO REFUSE OR DELAY PROCESSING AN INSTRUCTION

7.1     We may refuse any attempted payment to you or into your Digital Money Account, refuse to process any Instruction, or delay processing any such payment or Instruction, at any time for any of the reasons set out below:

         (a)     we are not satisfied that we have your consent;

         (b)     we reasonably believe that you, a Sender or Payee are using (or are allowing someone else to use) our Portal, our Website or our Services, in breach of your (or their) Agreement with us or any applicable laws, rules or regulations, or in furtherance of illegal, fraudulent or Prohibited activities;

         (c)      we have reason to believe that processing any such payment or Instruction would violate anti-money laundering or counter-terrorism financing laws, rules and regulations;

         (d)     in the case of a payment to us for your account, or to your Digital Money Account, we have reason to believe the security of the account or Payment Instrument used to make the payment has been compromised or we suspect the unauthorised or fraudulent use of that account or Payment Instrument;

         (e)     we reasonably believe that you are using our Services to purchase goods or services from third parties you do not know or trust;

         (f)      we are unable to verify your identity, or the identity of the Sender or the Payee (as the case may be). For example, if you have not accessed the Portal, or have not given us instructions in relation to funds held by us to your order or held in your Digital Money Account, for a period of two years then for security reasons we may ask you for additional verification of your identity before we will process your instruction;

         (g)     you do not provide us with any information we have reasonably requested from you, as explained in clauses 5.7 and 5.8;

         (h)     we reasonably believe there may be fraudulent activity or other financial crime affecting you, any Sender or Payee, any money we hold to your account, your Digital Money Account, or any payment;

         (i)       we are obliged to do so by any law, regulation, court order or instruction from an ombudsman, regulator or government body;

         (j)       there is a dispute (which we reasonably believe is genuine) about who owns, or is entitled to, any money or any E-money held by us to your account, or in your Digital Money Account. This includes (but is not limited to) the situation where a Sender makes a request for a refund of funds the Sender has sent to us for your account or to your Digital Money Account, or we are made aware that the Sender has made a claim against you for return of those funds;

         (k)      you have broken the terms and conditions of your Agreement with us in a way that we reasonably believe justifies us in refusing or delaying processing any payment or Instruction, and you have not put this right;

         (l)       we reasonably believe that processing the payment or Instruction would breach the terms and conditions of your Agreement with us;

         (m)     in the case of a Money Transfer or a payment into or out of the Digital Money Account, the amount of the payment exceeds any transaction limit we may apply to such payments under clause 17.3 from time to time;

         (n)     in the case of a Money Transfer or a payment out of the Digital Money Account, there are insufficient funds to make the payment and/or to cover our Service Fee and any other fees, costs or charges we may incur in making the payment;

         (o)     in the case of a Money Transfer or a payment out of the Digital Money Account, the Payee has not yet set up their account to receive payment, or has not registered with us to use our services, or the terms of the Payee's account prevent completion of the Transaction, or the Payee's account is unable to receive payment in the form in which we make payment;

         (p)     you are subject to an order relating to your bankruptcy, or you have entered into a voluntary agreement with your creditors; or

         (q)     we have blocked your (or a Third Party Provider's) use of the Portal and/or your Digital Money Account under clause 15.

7.2     We can charge a fee for refusing any payment or Instruction. Where such a fee applies, it will be set out in the Portal or on our Website.

  1. FEES AND CHARGES

8.1     For each Payment Instruction you give us, you must pay us the applicable Service Fee (this will be explained in the Portal). Payment becomes due at the time that you submit your Payment Instruction.

8.2     If you submit a Payment Instruction that results in us becoming liable for charges (including but not limited to chargeback or other fees which we are obliged to pay), you must reimburse us for all such fees.

8.3     A surcharge may apply for processing credit cards in certain jurisdictions. The amount of the surcharge will be notified to you at the time of the card payment.

  1. USE OF THE DIGITAL MONEY ACCOUNT

9.1     A Digital Money Account is set up by either (a) registering for WorldRemit within the Portal or (b) logging into the Portal after registering on the Website and then taking the additional step of verifying your phone number (or other additional steps as we may later deem necessary).

9.2     Where this service is available in your country, you can load E-money on to your Digital Money Account using the Portal, or by using such other methods as we may make available from time to time.

9.3     Where a Sender has sent E-money to your Digital Money Account, or money to be coverted into E-money and credited to your Digital Money Account, the E-money will be credited as follows:

(a)     if you have a Digital Money Account, the E-money will be credited to your Digital Money Account once the Transaction has been processed. An SMS will be sent to the mobile number we hold on record for you, informing you that E-money has been credited to the your Digital Money Account; or 

          (b) if you do not have a Digital Money Account, the money or E-money will be held either by us or to your order and an SMS will be sent to your mobile, informing you to set up a Digital Money Account. If you do not do so within 14 days of our SMS, the money or E-money will be returned to the Sender (after we deduct our Service Fee for returning it).

9.4     You are able to denominate E-money held in your Digital Money Account in the different currencies we make available in the Digital Money Account from time to time.

9.5     E-money held in the Digital Money Account will not earn any interest.

9.6     You can use E-money stored in the Digital Money Account by giving us a Payment Instruction, or by using such other methods as we may make available from time to time.

9.7     We may from time to time specify in our Portal or on our Website:

(a)     the minimum amount of E-money that can be paid to a Digital Money Account at any one time;

         (b)     the maximum amount of E-money that can be paid to a Digital Money Account at any one time; and/or

         (c)     the maximum amount of E-money that can be held in a Digital Money Account at any time.

9.8     E-money that we describe as being "held" in a Digital Money Account is a record of the balance of cash-equivalent value that you are entitled to receive from us. It does not represent a loan arrangement or any other form of credit. It is also not a deposit. This means it is not protected under any deposit protection scheme in the United Kingdom or that may exist in your country. Instead, we hold and manage E-money in the United Kingdom in accordance with the laws, rules and regulations applicable to authorised electronic money issuers in the United Kingdom.

9.9     You cannot transfer the Digital Money Account, or any of your rights in a Digital Money Account, to any other person. You cannot grant any charge or other security over E-money held in a Digital Money Account.

         Your right to redeem E-money from your Digital Money Account

9.10   You have the right at any time while your Agreement with us is in effect to redeem all or part of the E-money in your Digital Money Account. You also have the right to redeem E-money for a period of six years after termination (or cancellation) of the Agreement. However, if you redeem E-money upon or after termination (or cancellation) of the Agreement, you must redeem all the E-money you hold.

9.11   You can redeem E-money while this Agreement is in place by giving us a Payment Instruction. If you redeem E-money after termination or cancellation of this Agreement, we will, unless you instruct us to make payment in another way that we reasonably agree, pay this as follows:

         (a)     to a bank account we hold on record for you; or

         (b)     by crediting it to a Mobile Money account we hold on record for you.

9.12   Any E-money that is redeemed will be paid in the currency in which it was denominated in your Digital Money Account or in the currency of the account to which you ask us to make payment (for example, a bank account or Mobile Money account), unless you ask us to convert this and pay this in another currency. If this happens while this Agreement is in place, the terms in the Agreement relating to Transactions in another currency will apply. If this happens after termination of this Agreement and currency conversion applies, we will convert the payment using an exchange rate selected by us at the time we make the payment.

9.13   A fee may be payable on redemption (for example, our Service Fee). The amount of the fee, and the circumstances in which the fee is payable, will be set out in our Portal or on our Website. If you redeem E-money on termination or cancellation of this Agreement, or within one year of termination or cancellation, we will inform you of the pay-out method and process for you to redeem your money easily and free of charge. We will act reasonably in telling you what the pay-out method and currency will be, taking account of the jurisdiction in which the pay-out is to be processed. A redemption fee will only apply if you instruct us to pay-out in a different way, and will be proportionate with the costs incurred by us for such redemption. A redemption fee may apply if you redeem E-money at any other time.

9.14   If you do not redeem E-money from your Digital Money Account within six years of termination of your Agreement with us, the E-money will cease to be your property and will be forfeited to us.

9.15   Local laws may mean that we will apply a longer period than six years following termination for the purposes of clauses 9.10 and 9.14.

  1. AIRTIME TOP UP

10.1   The Airtime Top Up service will only be provided to you by us in respect of the mobile phone operators available on our Website. These operators are subject to change and availability.

10.2   You must input the mobile phone number to which any Airtime Top Up is to be credited into the appropriate space in our Portal. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be asked to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

10.3   When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is needed to ensure that Airtime Top Up is not sent to the wrong person because of a mistyped number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Payment Instruction has been processed by us.

10.4   The cost of Airtime Top Up will vary depending on the amount of Airtime Top Up that you wish to send and according to the denominations displayed in our Portal or on the Website.

10.5   The total amount (the Transaction Amount and our Service Fee) that you must pay will be displayed clearly in the Portal before you are asked to confirm your Transaction.

10.6   A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups. When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

10.7   If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate in the Portal before completing the transfer.

10.8   The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com.

10.9   Our obligation in relation to Airtime Top Up is simply to send Airtime Top Up in accordance with your Instruction. The relevant mobile operator will be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

10.10 You will not be able to cancel the Airtime Top Up once we receive your instruction.

10.11 We may be obliged (for example, due to local laws or mobile operator restrictions) to limit the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups (the latter typically due to mobile operator restrictions) over a given period of time e.g. daily, weekly, monthly.

  1. COLLECTION OF INFORMATION

         Customer Identification Program 

11.1   Financial institutions are required to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore ask you to supply us with personal identifying information relating to you, and Sender and any Payee and we may also legally consult other sources to obtain information about you, any Sender and any Payee.

         Verification and Checks 

11.2   We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Sender or Payee in the same way. All information provided by you will be treated securely and strictly in accordance with all applicable law. We may do this directly, for example by asking you for additional information, or asking you to take steps to confirm ownership of your accounts, Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

         Provision of payment services

11.3   You explicitly consent to us accessing, processing and retaining your personal information for the purposes of providing the payment services described in the Agreement. We need your explicit consent as a result of certain rules which apply to us (the United Kingdom's Payment Services Regulations 2017). This consent does not relate to how we process your personal information for other purposes, which are explained in our Privacy Policy. The Privacy Policy can be found by clicking here.

         Government Disclosures 

11.4   We may be obliged by law to provide information about you, your use of the Portal, Digital Money Account and our Website, and your Instructions to government or other competent authorities as described in our Privacy Policy.

11.5   We may, as necessary in providing services to you under the Agreement, store all information required of a Sender or Payee to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

  1. INTELLECTUAL PROPERTY

12.1   The Portal, our Services and our Website, and the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the Portal, our Servicecs and our Website will remain our property and/or the property of such other third parties.

12.2   The Portal, our Services and our Website may be used only for the purposes permitted by these Terms and Conditions or described on our Website. You are authorised solely to view and to retain a copy of the pages of the Portal and Website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the Portal, our Services or our Website or any portion of it for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the Portal, our Services or Website; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed in the Portal or Website (or printed pages of the Portal or Website).

12.3   The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to in the Portal, our Services or Website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the Website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

  1. LIABILITY

         Informing us about an unauthorised or incorrect payment

13.1   If you believe that a payment made using one of our Services was made without your authorisation, or was not executed correctly, you must contact us through the channels listed at the end of these Terms and Conditions without undue delay any in any event within 13 months of the date on which the payment occurred. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving your full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request. You should give us any other relevant documentation that you have available that will help us process your claim.

         Where there is an unauthorised payment

13.2   We will refund you where money belonging to you (either money you have given us in order to carry out a Transaction, or money held in your Digital Money Account) has been paid to someone else without your authorisation. However, there are circumstances in which we will not be obliged to refund you, or where the amount we have to refund is less than the full amount of the payment. The following rules will apply in deciding whether you are entitled to a refund (and if so, for how much):

         (a)     if you have acted fraudulently, you will have no right to a refund in any circumstances;

         (b)     you will not be entitled to a refund if you make a claim more than 13 months after the date of the Transaction, regardless of how the unauthorised payment occurred;

         (c)      if you have intentionally or with gross negligence compromised the security of your Digital Money Account or account, or failed to keep the details you use to access the Portal or our Services secure, you will be liable for all losses arising up to the time you notify us of the loss, theft or misuse of your details. "Gross negligence" means that something you have done or not done is very obviously wrong or careless. There may be special circumstances where you will not be liable (or not fully liable), even if you have acted intentionally or with gross negligence. If this is the case, we will tell you;

         (d)     unless one of the rules above applies, if the unauthorised payment was caused by the loss, theft or misuse of the details used by you to access the Portal or our Services, you will be liable for up to £35 of any loss (unless you notified us of the loss, theft or misuse of your details before the loss occurred).

13.3   There may be other special circumstances in which you will be entitled to a refund, either in full or in part. If this is the case, we will explain this to you when we process your refund.

13.4   If you are entitled to a refund, we will credit the amount of the refund (together with any fees we have charged) back to you in the same currency in which the payment was made. If the payment was made from your Digital Money Account, we will credit the amount back to your Digital Money Account. We will not have any other liability to you.

13.5   If we give you a refund and then discover that you were not entitled to the refund, we can take the amount refunded from any money we hold on account for you (including, but not limited to, from your Digital Money Account). If there are insufficient funds in your Digital Money Account or other account(s) with us to repay us, you must repay the amount outstanding to us immediately on demand from us.

13.6   If we suspect you have acted fraudulently, we can decide not to refund you or we can investigate the circumstances further. You must cooperate with us and law enforcement agencies, if we need to involve them. If we carry out an investigation and decide that you are not entitled to a refund because you acted fraudulently, we can charge you for our reasonable costs in carrying out the investigation and deduct these from any money we hold on account for you (including, but not limited to, from your Digital Money Account). If there are insufficient funds in your Digital Money Account or other account(s) with us to repay us, you must repay the amount outstanding to us immediately on demand from us.

13.7   Clause 13.10 sets out other circumstances in which we will not be responsible for any losses you suffer as a result of an unauthorised payment.

         Where a payment has not been made, or has been made incorrectly or late

13.8   We will refund you where you gave us a Payment Instruction and we did not do this, or we sent it to the wrong account, or we did not send this within the timescale set out in clause 5.9 or clause 5.10 (as the case may be). However, we will not be obliged to refund you in any of the following circumstances:

         (a)     if we processed the payment on time and in accordance with your Payment Instruction. If you gave us incorrect payment details, or you want to recover the funds for some other reason, we will make reasonable efforts to recover the funds. We may charge a reasonable fee, reflective of our efforts, for doing this. If we are unable to recover the funds, and if you give us a written request for details, we will ask the payee's account provider to give us details of the payee and we will pass these details to you;

         (b)     if you make a claim more than 13 months after the date of the Transaction;

         (c)      if the payment was made to an account outside of the European Economic Area;

         (d)     if we can show that the Payee's account provider received the correct payment on time;

         (e)     if we had reasonable grounds to delay processing your Instruction, under clause 7.1;

         (f)      if it was not possible for us to process your Payment Instruction, due to circumstances beyond our reasonable control as explained in clause 13.10.

13.9   If you are entitled to a refund, we will credit the amount of the refund (together with any fees we have charged) back to you in the same currency in which the payment was (or was supposed to have been) made. If the payment was made (or was supposed to have been made) from your Digital Money Account, we will credit the amount back to your Digital Money Account. We will not have any other liability to you.

         Other circumstances in which we will not be liable

13.10 Except where (and to the extent that) the laws and regulations applicable to us say otherwise, we will not be liable to you for:

         (a)     any failure to carry out an Instruction or make the Portal available to you, or any losses or delays in the transmission of messages, when we carry out maintenance or updates or as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

         (b)     malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

         (c)      any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control;

         (d)     any losses or delays caused by us exercising our lawful rights or performing our obligations under the Agreement or in accordance with law, regulation, a court order or an instruction from an ombudsman, regulator or government body;

         (e)     errors in the Portal or our Website caused by incomplete or incorrect information provided to us by you or a third party who is acting on your behalf;

         (f)      any use by you of the Portal, our Website or our Services which is in breach of the terms of the Agreement;

         (g)     any use by you of the Portal, our Website or our Services for a commercial, business or resale purpose. In particular, and without limiting this exclusion, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity;

         (h)     any loss or damage which we could not reasonably have foreseen as being likely to occur as a result of something we have done or not done; or

         (i)       any loss or damage you suffered by you as a result of you using our Portal, our Website or our Services on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

         Other rules on liability

13.11 Nothing in this clause 13 excludes or limits liability on our part for death or personal injury resulting from our negligence, or for fraud.

13.12 Save where another rule in this clause 13 applies, or where the law says you are not liable, you will be liable to us, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of any use by you (or anyone acting on your behalf) of the Portal, a Digital Money Account and/or our Website which is in breach of your Agreement with us.

13.13 If there are insufficient funds in your Digital Money Account or other account(s) with us to repay us what you owe us, you must repay the amount outstanding to us immediately on demand.

  1. USE OF THE PORTAL

14.1   We grant you a non-transferable, non-exclusive licence to use the Portal, subject to the terms of your Agreement with us, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

14.2   Except as expressly set out in your Agreement with us or as permitted by any local law, you agree:

         (a)     not to copy the Portal (except where such copying is incidental to normal use of the Portal, or where it is necessary for the purpose of back-up or operational security); and

         (b)     not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the Portal.

14.3   The Portal has not been developed to meet your individual requirements, and we do not represent or guarantee that the Portal will be suitable for your needs. It is your responsibility to ensure that the facilities and functions of the Portal meet your needs.

  1. OUR RIGHT TO BLOCK ACCESS

15.1   We can stop or block your access to and use of the Portal and/or your Digital Money Account if:

         (a)     you have notified us, or we reasonably believe, that the details you use to access the Portal or Digital Money Account, or money in your Digital Money Account, has been lost, stolen, compromised, used without your authorisation, or used fraudulently; or

         (b)     we are obliged to do so by law, regulation, a court order of the instructions of an ombudsman, regulator or government body.

15.2   We can deny a Third Party Provider access to the Portal and/or your Digital Money Account if we reasonably believe that access to the Portal and/or Digital Money Account by them, or any Instruction we receive from them, is unauthorised or fraudulent.

  1. ELECTRONIC COMMUNICATIONS

16.1     The Agreement will be entered into electronically, and the following categories of information ("Communications") may be provided by electronic means:

            (a)        our Agreement with you and any amendments, modifications or supplements to it;

            (b)       your records (e.g. of transactions) using the Portal;

            (c)        any initial, periodic or other disclosures or notices provided in connection with the Services, including without limitation those required by law;

            (d)       any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Services or our Website; and

            (e)        any other communication related to our Portal, the Website, our Services or WorldRemit.

16.2     We are not able to provide Communications in paper format or through other non-electronic means. You can withdraw your consent to receive Communications electronically, but if you do, we will treat this as notice that you wish to terminate your Agreement with us. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

16.3     In order to access the Portal and Communications, you must have an internet browser that supports 256-bit encryption, or such higher level of encryption as we may introduce in order to comply with law, regulation or good industry practice in order to protect the security of our customers' money and our systems.

16.4     In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

  1. CHANGES TO THE AGREEMENT

17.1     We can change, remove, vary or add to any of the terms of our Agreement with you at any time. These changes may include, but not be limited to:

(a)        changing or withdrawing the Portal or any part of our Services;

(b)       introducing new services, which will then form part of our Services;

(c)        introducing a new Service Fee or charge; or

(d)       increasing, decreasing or abolishing an existing Service Fee or charge.

17.2     We can make changes to the Agreement for any of the following reasons: 

            (a)        to reflect any change in law, regulation, codes of practice or guidance, or a recommendation, decision or order of a court, ombudsman, regulator or government body, or new statements, codes of practice or industry guidance designed to enhance consumer protection;

            (b)       to reflect any changes in our business organisation (for example, if we merge with another organisation or transfer our business to another organisation) or the Service Providers we use;

            (c)        to provide you with extra benefits or additional services;

            (d)       to reflect (in a proportionate way) changes in our costs in providing our services, for example changes in market conditions,  technology costs, inflation and/or the costs of providing facilities;

            (e)        to reflect (in a proportionate way) any cost associated with any new product or service we introduce, or any new feature on an existing product or service, or any change in the Service Providers we use;

            (f)        to make the terms clearer or fairer to you, or to benefit you.

17.3     We can also introduce, increase, decrease or abolish transaction limits for certain types of payments made to or by you using our Services from time to time. We may do this for any of the following reasons:

            (a)        to comply with law, regulation, codes of practice or guidance, or a recommendation, decision or order of a court, ombudsman, regulator or government body, or new statements, codes of practice or industry guidance designed to enhance consumer protection and/or the security of payment and financial systems;

            (b)       to take account of and address (as a prudent institution) risks we have identified in the payments that our customers are receiving or carrying out, or to anticipate any such risks arising; or

            (c)        to reduce the risks of financial crime.

            We may publish details of transaction limits on our Website, or details may be available from us on request.

17.4     Whenever we decide to make a change, we will act reasonably, and any change will be proportionate to the circumstances giving rise to the change.

17.5     As our Agreement with you may last for a long time and we cannot anticipate everything that might happen during that time, we may also need to make changes for other justifiable reasons. If we do so, we will explain the reason to you when we tell you about the change.

17.6     Except in the situations explained in clause 17.7, we will give you personal notice of the change two (2) months prior to the change where:

            (a)        we change the terms and conditions which deal with the way payments can be made by you or to you, or into or out of your Digital Money Account;

            (b)       we make a change to your disadvantage; or

            (c)        we introduce a new Service Fee or charge.

            In these circumstances, you can ask us close any account you hold with us (or that we hold to your order), such as your Digital Money Account or the account you use for Airtime Top Up (as the case may be), at any time before the change comes into effect and the normal notice period for closure will not apply. If you do not ask us to do this, you will be treated as having accepted the change.

17.7     The following are circumstances where we can make a change to the Agreement more quickly (including immediately), without giving you prior notice. In these circumstances you will not have the right to close your Digital Money Account or account without giving the usual notice. The circumstances are:

            (a)        where we are obliged to make the change due to compliance with law, regulation, codes of practice or guidance, or a recommendation, decision or order of a court, ombudsman, regulator or government body, or new statements, codes of practice or industry guidance designed to enhance consumer protection;

            (b)       where we are obliged to introduce, increase, decrease or abolish a transaction limit urgently, for any of the reasons explained in clause 17.3. In addition, we may not be able to give you notice of the change where we reasonably believe doing so might compromise the security of our systems;

            (c)        where we introduce a new service or functionality (and even if we introduce new charges for that service), provided the introduction of the new service does not affect your use of our existing services; or

            (d)       where the exchange rates we use when converting one currency change. These rates change frequently each day. The rate applicable to your Transaction will be displayed clearing in the Portal at the time you give us your Instruction.

17.8     In the case of all other changes apart from those set out in clauses 17.6 and 17.7, we can make the change immediately, without giving you personal notice. Instead, we will update the copy of the Agreement on our Website. You should check our Website regularly so that you are familiar with the up to date terms of your Agreement.

  1. TERMINATION

18.1   You can terminate the Agreement on one month’s written notice, unless we have broken the terms of your Agreement with us in a serious way, and (where it is possible to put this right) we have not put this right within a reasonable period of time requested by you. In this case, you can terminate the Agreement with immediate effect.

18.2   We can terminate the Agreement upon two months’ notice, except as provided for in clause 18.3 or clause 18.4.

18.3   We can terminate the Agreement with immediate effect if you:

         (a)     become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

         (b)     have broken the terms of your Agreement with us in a serious way, and (where it is possible to put this right) you have not put this right within a reasonable period of time requested by us;

         (c)      through any means of communication intimidate, harass or threaten us, our employees, officers, agents, Service Providers or customers with violence, property damage or any other offensive, indecent, discriminatory or hateful material;

         (d)     breach or attempt to breach the security of our Portal, our Website or our Services (including, but not limited to, modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

         (e)     are, in our reasonable belief, using the Portal and/or any of our Services in connection with fraudulent, illegal, unethical, immoral or Prohibited activity, or to promote or support discriminatory, extreme or offensive practices, or permitting or encouraging a third party to do any of these things.

18.4   We can terminate the Agreement with immediate effect if:

         (a)     we are obliged to do so by law, regulation, a court order or the instructions of an ombudsman, regulatory or government body, or we reasonably believe that a court order is, or instructions from an ombudsman, regulatory or government body are, likely to be given; or

         (b)     we reasonably believe that the way in which you are using some or all of our Services might expose us to any sanction, penalty, fine, censure, direction or order from any court, ombudsman, regulatory or government body, unless we terminate your Agreement with us with immediate effect.

18.5   Termination of this Agreement will not affect any claims that you have against us, or that we have against you, which arose before the date of termination. For example, we have the right to demand payment of any Service Fees for Services provided prior to termination.

  1. COMPLAINTS

19.1   If you wish to make a complaint about any aspect of our Services, please send your complaint in writing to the address shown on the Contact Us page of our Website or by email to customerservice@worldremit.com.

19.2   We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

19.3   If you are not satisfied with the manner in which we have dealt with your complaint, or the outcome, then you may refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, Tel No 0800 0234 567, Email: complaint.info@financial-ombudsman.org.uk. Alternatively, you can submit your complain online through the European Commission's Online Dispute Resolution Platform, at http://ec.europa.eu/consumers/odr

  1. GENERAL

         Governing law

20.1   This Agreement, and our communications with you prior to you entering into this Agreement, will be governed by English law the following courts will have jurisdiction over any disputes arising:

         (a)     the courts of Scotland, if you are resident in Scotland;

         (b)     the courts of Northern Ireland, if you are resident in Northern Ireland; or

         (c)      the courts of England and Wales, if you are resident anywhere else in the world.

         No Waiver

20.2   Our failure to exercise or enforce any right or provision of the Agreement will not constitute a waiver of such right or provision.

         Transfer of rights

20.3   You cannot transfer any of your rights under this Agreement, including any right to money we hold to your account, to any other person. You cannot grant any charge or other security over any money we hold for you from time to time.

20.4   We can assign all or any of our rights under this Agreement to another person. We may also transfer all or any of our obligations, but only to someone we reasonably consider capable of performing them.

         Entire Agreement

20.5   This Agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this Agreement.

         Severability

20.6   If any provision of the Agreement is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Agreement as reflected in the provision, and the other provisions of the Agreement will remain in full force and effect.

         External links

20.7   Any external links to third-party websites on our Website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

         Cancellation

20.8   You have the right to cancel your Agreement with us. The cancellation period begins on the day after you register with us and ends 14 calendar days later. You can exercise your right of cancellation by calling us or sending us an email. Our contact details are set out on our Website. Cancellation will terminate your Agreement with us with immediate effect.

20.9   If you cancel your Agreement with us, we will repay to you any money or E-money which we hold for you (in the case of E-money, we will repay this as set out in clause 9.11). We will not apply any charge for doing so. You will remain liable to pay any fees or charges payable to us under the Agreement in respect of any services we have provided to you prior to cancellation. We may deduct these fees or charges from the any amount we pay to you.

20.10 If you do not exercise your right to cancel the Agreement during the 14-day cancellation period, the Agreement will be binding on you. You will however be able to terminate the Agreement in accordance with clause 18.

_________________________________

 

ADDITIONAL TERMS AND CONDITIONS APPLICABLE TO BUSINESS SENDERS

Business Sender” means a Sender who is, or acts on behalf of, a business, or uses our Services in the course of business.

If you are a Business Sender, you agree to comply with the provisions set out in these Terms and Conditions and in this section.

  1. You represent and warrant that:
    1. your business falls within one of the following categories: limited companies incorporated, or sole traders established, in the United Kingdom UK;
    2. you have full authority to bind the business on whose behalf you use the Service; and
    3. by accessing, registering with and using the Service, you accept and agree with these Terms and Conditions on behalf of your business.

  2. You represent and warrant that (i) your business is not involved directly or indirectly in the performance or provision of the following activities, and (ii) you will not send Transactions which involve any of the following activities, goods or services:
    1. Prohibited (as defined above); or
    2. activities, goods or services included in this list

  3. For the avoidance of doubt, you shall not use the Service if you are acting on behalf of a business or in the course of your business activities and (a) you do not satisfy the conditions set out in paragraph (i), above, or (b) your business directly or indirectly involves, or any of the Transactions you send are in any way connected with, the activities set out under paragraph (ii), above.

  4. Any Payment Instrument which you will use in connection with our Services must be in your name or in the name of your business.

  5. In connection with your registration and use of the Service, you will promptly notify of us of any change in (a) the ownership of your business, (b) the nature of your business, or (c) the type of activities your business carries out or the type of goods or services your business provides or your Transactions relate to.

  6. You are responsible for any taxes which may apply to the payments you make or receive, and it is your responsibility to collect, report and pay the correct tax to the appropriate tax authority.

  7. If you use a Payment Instrument that gives you chargeback rights (e.g. if you ask your card provider to reverse a transaction on your credit card), you agree to only exercise a chargeback right if (a) there was an unauthorised use of your Payment Instrument; or (b) we have breached these Terms and Conditions.

  8. We do not, in any event, accept responsibility for (a) any loss of profit, loss of business, business interruption or loss of business opportunity or (b) any losses or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

  9. If you are Business Sender, any reference to personal and/or residential details in clause 11, above, shall be deemed to refer to your business and/or registered office details instead.

 _________________________________

 

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit service is a safe and convenient way to send money, E-money and/or Airtime Top Up to friends and family and to other people that you trust. You should not send money, E-money and/or Airtime Top Up to people you do not know, for example sellers of goods and/or services, whether private or retail.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Portal, a Digital Money Account or our Website inappropriately, please email us. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward the email to us at customerservice@worldremit.com.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +44 (0)20 7148 5800;

or by post to: WorldRemit, attn: Customer Service, WORLDREMIT Ltd, 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ.

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For customers using WorldRemit from the UK, the Terms and Conditions set out below will continue to apply until 17th July 2019.

For customers using WorldRemit from other countries in the European Economic Area, as well as Bahrain, Brazil, Jordan, Kuwait, Oman,  Qatar, Saudi Arabia, South Korea, Switzerland, Taiwan and UAE, the existing Terms and Conditions set out at the bottom of this page will continue to apply.

 

  1. CONTRACT FORMATION AND OVERVIEW

1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may access and use the website (and for the purpose of these Terms and Conditions “website” will include our App (where applicable) and the services associated with it (together, the "Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

1.2 In these Terms and Conditions, the terms "WorldRemit", "we", "us", and "our" refer to WorldRemit Ltd, together with its employees, directors, affiliates, successors, and assigns. WorldRemit Ltd is a company registered number 07110878 in England and Wales, with its registered office at 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ. WorldRemit Ltd is authorised by the Financial Conduct Authority (FCA) under the Payment Service Regulations 2017 and the Electronic Money Regulations 2011 with Firm Reference Number 900891.

1.3 The terms "you" and "your" refer to users of the Service, as Senders, Recipients, other users or visitors to the website.

1.4 These Terms and Conditions are effective from the date on which you first access, register or use the Service. The Terms and Conditions may change from time to time, but changes will only be effective 2 months from the date they are first notified to you and will not change the terms on which you previously used the Service.

1.5 The Service was created: (a) to assist customers to send money to their family and friends, and to receive money from family and friends, around the world; and (b) to offer customers the ability to credit a mobile phone account with Airtime Top Up. For security reasons, we recommend that you only send money or Airtime Top Up through the Service to people you know personally. You must not use the Service to send money or Airtime Top Up to strangers, for example sellers of goods and/or services, whether private or retail.

  1. DEFINITIONS

In these Terms and Conditions:

“App” means WorldRemit’s mobile application for the sending of Payment Requests and/or Transaction Requests.

“Airtime Top Up” means credit, which is added to a mobile phone account, which can be used to make calls, send text or picture messages and use data, that is purchased by the Sender and credited to the Payee’s mobile phone account typically within a few seconds.

“Business Day” means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

"Destination Country" means the country in which the Payee receives money or Airtime Top Up through the Service.

“Instruction” means a Payment Request and/or a Transaction Request.

"Local Taxes" means any taxes or charges payable in the Destination Country.

“Payee” means someone who receives money or Airtime Top Up through the Service.

"Payment Instrument" means a valid instrument of payment such as a bank account, debit card or credit card.

“Payment Request” means a specific instruction from you to a Sender requesting a Transaction.

"Payout Amount" means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee.

“Prohibited” means activities which involve narcotics, steroids, pharmaceuticals, chemicals, drug paraphernalia, tobacco, seeds, plants, animals, military or semi-military goods or services, weapons (including dual-use goods), adult services or content, bitcoin or other cryptocurrency, binary options or gambling services or any other activities that are prohibited by WorldRemit’s policies as amended from time to time.

"Recipient" means:

(a) a Payee; or

(b) in the event that you are using the Service to send a Payment Request, someone who receives the Payment Request.

"Sender" means someone who uses the Service to send money or Airtime Top Up.

"Service Fee" means WorldRemit’s fee plus any additional charges or Local Taxes applicable to each Transaction, which WorldRemit may charge in its sole discretion in accordance with applicable laws, as may be described on the WorldRemit website from time to time.

"Service Provider" means a local bank, money exchange house, or other third party service providers (e.g. mobile network operators) in the Destination Country with whom WorldRemit works to provide the Service.

"Transaction" means the transfer of money or Airtime Top Up through the Service.

“Transaction Amount" means the amount of money or the value of the Airtime Top Up that the Sender wishes to send to the Payee as a Transaction, excluding any applicable Service Fee and prior to any foreign exchange conversion.

“Transaction History” means the record of your Transactions on our website which you may access using your email and password registration details.

"Transaction Request" means a specific instruction from you requesting us to send money or AirTime Top Up to a Payee through the Service.

  1. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process any particular Transaction. When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. If we decide not to process the Transaction, we will notify you promptly of that decision and repay to you the Transaction Amount received by us, provided that we are not prohibited by law from doing so. If we choose to proceed with the Transaction we may still suspend or cancel it in our discretion.

3.3 WorldRemit reserves the right to modify or discontinue the Service or any part of the Service without notice, at any time and from time to time.

3.4 We may, in our absolute discretion, refuse any Transaction Request (as further detailed in clause 5) or impose limits on the Transaction Amount. We may do so either on a per Transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

3.5 Delivery times quoted on our service levels or elsewhere on our website are representative for the “normal” / average service and are not a guarantee of an individual Service or Transaction time.

3.6 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or due to variations in business hours and currency availability; or otherwise to comply with applicable law.

3.7 We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received.

3.8 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

3.9 For the purpose of the Payment Services Regulations 2017, the following fields either in totality or a subset thereof can be considered to be unique identifiers:

Bank Transfers

Bank Name

Branch Name

Account Number

Bank Code

Branch Code

IBAN

BIC (or SWIFT)

Account Type

Cash Pick Up

Payee Full Name

Mobile Money

Mobile Money Account Number

AirTime

Mobile Number

Door to door

Payee Full Name

Payee Address

Bill Pay

Biller Name

Biller Account Number

3.10 In the event you have provided us with an incorrect unique identifier in respect of a Transaction which falls under the Payment Services Regulations 2017 and your Transaction has been misdirected, you may make a written request for the full details of the Payee by contacting us using one of the channels listed at the end of these Terms and Conditions and we will provide you with such details to the extent required and permitted by law.

  1. YOUR OBLIGATIONS

4.1 You agree that:

4.1.1 you will not access, use or attempt to use the Service to provide any Instructions unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in any relevant jurisdiction;

4.1.2 for each Transaction Request that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction Request. To the maximum extent permitted by law, the Service Fee is non-refundable unless expressly stated in these Terms and Conditions. If you submit a Transaction Request that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.1.3 we may apply a convenience fee for processing credit cards in certain jurisdictions at our discretion;

4.1.4 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Service or any Instruction being conducted through the Service;

4.1.5 in connection with your registration and use of the Service, you will:

(a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b) provide us with any identity documentations as may be requested by us;

(c) provide us with details of one or more Payment Instruments;

(d) provide us with true, accurate, current and complete information as we indicate on the website is required to receive the Service and any other information which may be required in relation to the Recipient;

(e) provide us with:

(i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you are interested in on our website; and

(ii) such information relating to the Transaction as detailed in clause 5.4.

4.2 We do not accept any liability for loss or damages to you or any third party resulting from non-payment or delay in payment of a Payout Amount to a Payee or failure to perform an Instruction under the Service if you are in breach of your obligations listed in clause 4.1.

4.3 When you are using the Service under these Terms and Conditions, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm Transaction Requests before submission and you must check the details carefully.

4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

4.5 When you pay a Transaction Amount in one currency and the Payout Amount is in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. We guarantee you the Payout Amount in local currency. The margin taken on foreign currency exchange covers our risk in guaranteeing this. If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. The Sender is therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account where the funds are to be delivered.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

4.7 You will only use the Service to send money to people that you know personally and not to pay for goods or services from third parties you do not know and trust. You acknowledge that WorldRemit may refuse to process your Transaction Request where we believe you are using the Service to purchase goods or services from third parties you do not know and trust or where we believe that the Service is being used, by you or the Recipient, in furtherance of fraudulent, illegal or Prohibited activities. If you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

4.8 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

4.9 In using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send Transaction Amounts: (i) to a Payee who has violated the Terms and Conditions, or (ii) in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If WorldRemit reasonably believes you are using the Service in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, WorldRemit may report you to the appropriate legal authorities.

4.10 When using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

4.10.1 breach these Terms and Conditions, or any other agreement between you and WorldRemit;

4.10.2 create more than one registration without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and you will keep those details safe and secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 You acknowledge that nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal or other advice. If required, you agree to consult your own professional advisers as to the effects of English or foreign laws which may apply to the Service.

  1. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

5.1 We may refuse any Transaction Request, Payment Request or Transaction at any time for any reason (or cancel it where relevant). Notwithstanding this, we set out here some examples of when that may occur.

5.1.1 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions where we believe that the Service is being used, whether by you or the Recipient, in furtherance of illegal, fraudulent or Prohibited activities.

5.1.2 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions from certain Senders or to certain Payees, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transaction Requests would violate anti-money laundering or counter-terrorism financing laws and regulations. We may refuse to process a Transaction funded from certain Payment Instruments where we have reason to believe the security of the Payment Instrument has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Instrument.

5.1.3 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions if WorldRemit believes you are using the Service to purchase goods or services from third parties you do not know or trust.

5.1.4 We may, in our absolute discretion, refuse or cancel Transaction Requests, Payment Requests or Transactions if:

(a) WorldRemit is unable to verify your identity;

(b) WorldRemit is unable to verify the identity of the Recipient;

(c) You do not comply with information requests pursuant to clause 5.4; or

(d) WorldRemit reasonably believes you are using the Service, or allowing it to be used, in breach of these Terms and Conditions or any applicable laws, rules or regulations.

5.2 Where WorldRemit has refused or cancelled a Transaction Request, Transaction or Payment Request, WorldRemit may also, at its discretion, temporarily or permanently suspend your Registration

5.3 Where WorldRemit temporarily or permanently suspends your Registration, or refuses or cancels a Transaction Request, Payment Requestor a Transaction in accordance with this clause 5, WorldRemit shall be entitled to retain any Service Fees already incurred.

5.4 In order to comply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

  1. YOUR RIGHT TO CANCEL; REFUNDS

6.1 To the extent permitted by law, once we have received your Instruction, you do not have the automatic right to revoke it.

6.2 Notwithstanding clause 6.1 above, WorldRemit may, in its absolute discretion, or shall if required by law, attempt to cancel or recall your Instruction if you have informed us that you wish to revoke it. In some cases, WorldRemit may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee cancellation will be successful. For successful revocations WorldRemit will normally refund your money, less any reasonable revocation, recall or tracing charges and any Service Fees already charged, within four (4) Business Days.

6.3 If you:

6.3.1 have any problems using the Service; or

6.3.2 are aware of any unauthorised or incorrectly executed Transactions;

you should contact us through the channels listed at the end of these Terms and Conditions without delay and in any event no later than 13 months after the date the Transaction Amount was debited, upon becoming aware of the unauthorised or incorrectly executed Transaction. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

6.4 If we have executed the Transaction in accordance with the instructions you have provided to us, and that information proves to have been incorrect, we are not liable for the incorrect execution of the Transaction. We will however make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so.

6.5 Where WorldRemit has executed the Transaction otherwise than in accordance with your Instruction, subject to clause 11.2, WorldRemit will refund the full amount debited. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations which may have occurred between the time you pay us the Transaction Amount and the time of credit.

6.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency.

  1. AIRTIME TOP UP

7.1 To send Airtime Top Up, you agree to comply with and undertake the provisions set out in these Terms and Conditions and this clause 7.

7.2 The Airtime Top Up service shall only be provided to you by us in respect of the mobile phone operators available on the website, which are subject to change and availability.

7.3 You will be required to input the mobile phone number to which any Airtime Top Up is to be credited into the appropriate space on the website. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be required to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

7.4 When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is a unique identifier required to ensure that Airtime Top Up is not sent to the wrong person because of a mis-typed number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Transaction Request has been processed by us.

7.5 You are responsible for checking carefully with the Payee that you have their correct phone number.

7.6 The cost of Airtime Top Up will vary depending on the amount of Airtime Top Up that you wish to send to your friend or family member and according to the denominations displayed on the website.

7.7 The total amount (the Transaction Amount and our Service Fee) that you will be required to pay will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

7.8 A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups. When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

7.9 If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate on the WorldRemit service or App before completing the transfer.

7.10 The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com.

7.11 You agree and understand that we only act on your authorisation to send Airtime Top Up and the relevant mobile operator shall be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

7.12 You acknowledge that you will lose the right to cancel the Airtime Top Up once the Airtime Top Up service has been fully performed by us. Accordingly, you will have no right to request a refund under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.

7.13 Please note that WorldRemit has absolute discretion to limit the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups (the latter typically due to mobile operator restrictions) over a given period of time e.g. daily, weekly, monthly.

7.14 Other limits and exclusions related to Airtime Top Ups or the use of the website may be applicable. You will be notified through the website or by email of these additional limitations should they exist or come into existence.

  1. PAYMENT REQUEST

8.1 You agree that you will not send Payment Requests to strangers i.e. people you do not know personally.

8.2 You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

8.3 We are not obliged to process any particular Payment Request. When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. You acknowledge and agree that, when we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number). We may, in our sole discretion, choose whether or not to process that Payment Request, or impose limits on Payment Requests. In particular, we may, in our absolute discretion, refuse Payment Requests and/or suspend or cancel your account with us where (i) you are in breach of clause 4, (ii) we believe that the Service is being used, whether by you or the Sender, in furtherance of illegal, fraudulent or Prohibited activities, or (iii) we are required to do so by law (including applicable anti-money laundering and counter-terrorism legislation) or (iv) we are unable to verify either your identity or that of the Sender.

8.4 All Transactions that result from a Payment Request will be handled in accordance with these Terms and Conditions, which the Sender will need to accept prior to any Transaction proceeding.

8.5 Cancellation of Payment Requests. Once we have received your Payment Request, you may not cancel it. In such circumstances you would need to contact the Sender separately, and explain that you require the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

8.6 Cancellation of Transactions. The cancellation of Transactions shall be governed by, and dealt in accordance with these Terms and Conditions. You shall assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You shall, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from Transactions where we reasonably believe that such Transactions have resulted from your use of the Services in contravention of these Terms and Conditions.

  1. COLLECTION OF INFORMATION

9.1 Customer Identification Program. English law requires all financial institutions to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information relating to you and the Recipient and we may also legally consult other sources to obtain information about you and the Recipient.

9.2 Verification and Checks. We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Recipient in the same way. All information provided by you will be treated securely and strictly in accordance with all applicable law. We may do this directly, for example by asking you for additional information, or asking you to take steps to confirm ownership of your accounts, Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

9.3 Provision of payment services You explicitly consent to us accessing, processing and retaining your personal information for the purposes of providing the payment services described in the Agreement, including for verification purposes as set out in this clause, for the purposes set out in WorldRemit’s Privacy Policy and for the purposes of preventing money laundering or terrorist financing. We need your explicit consent as a result of certain rules which apply to us (the United Kingdom's Payment Services Regulations 2017). This consent does not relate to how we process your personal information for other purposes, which are explained in our Privacy Policy. The Privacy Policy can be found by clicking here.

9.4 Government Disclosures. We may be obliged by law to provide information about you, your use of the Service and your Instructions to government or other competent authorities as described in our Data Privacy Policy.

9.5 WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

  1. INTELLECTUAL PROPERTY

10.1 The WorldRemit website and the WorldRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit website and the Service shall remain our property and/or the property of such other third parties.

10.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

  1. WARRANTIES AND LIABILITY

11.1 Where we have materially breached these Terms and Conditions causing a Sender loss, we will refund the Sender the Transaction Amount and the Service Fee.

11.2 If a Transaction is delayed or fails, or if an executed Transaction is not authorised, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. In the case of any unauthorised or incorrectly executed Transaction, any such right may be prejudiced if you do not notify us of the unauthorised or incorrectly executed Transaction without delay, or in any event within thirteen months after the debit date. We will provide you with the further details of your rights to a refund or compensation if you contact us using the contact details at the end of these Terms and Conditions.

11.3 Any claim for compensation made by you must be supported by any available relevant documentation.

11.4 If any loss that you suffer is not covered by a right to payment under the laws referred to in clause 11.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any Service Fee and (b) €500, unless otherwise agreed by us in writing. The cap on our liability only limits a claim for loss arising out of any single Transaction or series of related Transactions, or (if a loss does not arise out of a Transaction or related Transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated Transactions, you might be able to claim up to €1,000.

11.5 We do not, in any event, accept responsibility for:

11.5.1 any failure to perform the Service (e.g. your Instruction) as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

11.5.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

11.5.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control; or

11.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

11.6 Nothing in this clause 11 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; or (b) exclude our liability for fraud.

11.7 Where you are sending a Transaction Amount to a Payee who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Payee.

11.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

11.9 You understand and acknowledge that you are liable for all losses incurred in respect of an unauthorised Transaction or Instruction or any other unauthorised use of the Service, where you have acted fraudulently or negligently and you agree to be responsible for and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of the website or Service, all activities that occur under your password or account e- mail login, your violation of these Terms and Conditions or any other violation of the rights of another person or party.

  1. USE OF THE APP

12.1 In consideration of you agreeing to abide by these Terms and Conditions, we grant you a non-transferable, non-exclusive licence to use the App, subject to these Terms and Conditions, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

12.2 Except as expressly set out in these Terms and Conditions or as permitted by any local law, you agree:

12.2.1 not to copy the App (except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security); and

12.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the App.

12.3 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.

12.4 We only supply the App for domestic and private use. You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Specifically (but without limitation), we do not accept any liability for loss or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

12.5 The App is provided to you free of charge and as a result no representations, conditions, warranties or other terms of any kind are given in respect of the App, and all statutory warranties and conditions are excluded to the fullest extent possible under applicable law.

12.6 In relation to your use of the App, we do not, in any event, to the extent permitted by law, accept responsibility for:

12.6.1 any failure to perform the Services, or any losses or delays in the transmission of messages, due to circumstances outside our control or due to our obligations under any applicable laws, rules or regulations;

12.6.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages we send to one another;

12.6.3 errors in the App or with the Service caused by incomplete or incorrect information provided to us by you or a third party; or

12.6.4 any loss or damage you suffered by you as a result of you using our App on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

  1. ELECTRONIC COMMUNICATIONS

13.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

13.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

13.1.2 your records (e.g. of transactions) through the Service;

13.1.3 any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law;

13.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service; and

13.1.5 any other communication related to the Service or WorldRemit.

13.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

13.3 In order to access and retain Communications, you must have or have access to the following:

13.3.1 an internet browser that supports256 – bit such as Internet Explorer version 8.0 or above;

13.3.2 an e-mail account, e-mail software capable of interfacing with WorldRemit's e-mail servers and the capability to read e-mail from WorldRemit, and a device and internet connection capable of supporting the foregoing; and

13.3.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

13.3.4 a printer that is capable of printing from your browser and e-mail software.

13.4 In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

  1. TERMINATION

14.1 You may terminate these Terms and Conditions on one month’s written notice. We may terminate these Terms and Conditions upon two months’ notice, except as provided for in clause 14.2.

14.2 We may terminate these Terms and Conditions with immediate effect if you:

14.2.1 become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

14.2.2 are in breach of any provision of these Terms and Conditions;

14.2.3 use the Service or the website in a way that is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

14.2.4 through any means of communication intimidate, harass or threaten WorldRemit or its employees with violence, property damage or any other offensive, indecent or hateful material;

14.2.5 breach or attempt to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

14.2.6 are, in WorldRemit’s reasonable belief, using the Service in connection with fraudulent, illegal or Prohibited activity, or permitting a third party to do so.

  1. COMPLAINTS

15.1 If you wish to make a complaint about any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com.

15.2 We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

15.3 If you are not satisfied with the manner in which we have dealt with your complaint, or the outcome, then you may refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, Tel No 0800 0234 567, Email: complaint.info@financial-ombudsman.org.uk.

  1. GENERAL

16.1 Governing law: this Agreement will be governed by English law and the parties submit to the exclusive jurisdiction of the English Courts.

16.2 No Waiver: The failure of WorldRemit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

16.3 Modification: We may modify these Terms and Conditions from time to time without notice to you, except as may be required by law. You can review the most current version of the Terms and Conditions at any time by reviewing the website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify these Terms and Conditions and acknowledge that any attempts by you to modify these Terms and Conditions shall be void.

16.4 Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

16.5 Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

16.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

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ADDITIONAL TERMS AND CONDITIONS APPLICABLE TO BUSINESS SENDERS

Business Sender” means a Sender who is, or acts on behalf of, a business, or uses our Services in the course of business.

If you are a Business Sender, you agree to comply with the provisions set out in these Terms and Conditions and in this section.

  1. You represent and warrant that:
    1. your business falls within one of the following categories: limited companies incorporated, or sole traders established, in the United Kingdom UK;
    2. you have full authority to bind the business on whose behalf you use the Service; and
    3. by accessing, registering with and using the Service, you accept and agree with these Terms and Conditions on behalf of your business.

  2. You represent and warrant that (i) your business is not involved directly or indirectly in the performance or provision of the following activities, and (ii) you will not send Transactions which involve any of the following activities, goods or services:
    1. Prohibited (as defined above); or
    2. activities, goods or services included in this list

  3. For the avoidance of doubt, you shall not use the Service if you are acting on behalf of a business or in the course of your business activities and (a) you do not satisfy the conditions set out in paragraph (i), above, or (b) your business directly or indirectly involves, or any of the Transactions you send are in any way connected with, the activities set out under paragraph (ii), above.

  4. Any Payment Instrument which you will use in connection with our Services must be in your name or in the name of your business.

  5. In connection with your registration and use of the Service, you will promptly notify of us of any change in (a) the ownership of your business, (b) the nature of your business, or (c) the type of activities your business carries out or the type of goods or services your business provides or your Transactions relate to.

  6. You are responsible for any taxes which may apply to the payments you make or receive, and it is your responsibility to collect, report and pay the correct tax to the appropriate tax authority.

  7. If you use a Payment Instrument that gives you chargeback rights (e.g. if you ask your card provider to reverse a transaction on your credit card), you agree to only exercise a chargeback right if (a) there was an unauthorised use of your Payment Instrument; or (b) we have breached these Terms and Conditions.

  8. We do not, in any event, accept responsibility for (a) any loss of profit, loss of business, business interruption or loss of business opportunity or (b) any losses or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

  9. If you are Business Sender, any reference to personal and/or residential details in clause 9, above, shall be deemed to refer to your business and/or registered office details instead.

  10. If you are Business Sender and comply with the provisions set out in this section, clause 12.4, above, shall not apply.

 

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Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward the email to us at customerservice@worldremit.com.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +44 (0)20 7148 5800;

by fax at +44 (0)20 7148 6119; or

or by post to: WorldRemit, attn: Customer Service, WORLDREMIT Ltd, 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ.

Philippines

 

WorldRemit Wallet and Airtime Top Up Terms and Conditions.

These Terms and Conditions set out your legal rights and obligations in using the WorldRemit Wallet and Airtime Top Up. We recommend you read these carefully.

Your right to redeem E-money is explained in clause 13.10. Any fees payable on redemption are explained in our Portal or on our website.

 

  1. CONTRACT FORMATION AND OVERVIEW

1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may receive payment of electronic money into the WorldRemit Wallet, pay E-Money to another WorldRemit Wallet, or redeem electronic money and pay the proceeds of redemption to yourself or another person. The Terms and Conditions also set out terms for use of Airtime Top Up (which is a separate service). These Terms and Conditions, together with our web page setting out the charges applicable for our services, form your agreement with us for the WorldRemit Wallet and/or use of Airtime Top Up (the "Agreement").

1.2 By accessing, registering with and using any of these services, you agree to be bound by the terms of the Agreement. If you do not wish to be bound by the Agreement do not access, register with or use any of these services.

1.3 The language of the Agreement is English, and all services, instructions and transactions carried out in connection with it will be in English.

1.4 You can obtain a copy of the Agreement at any time by asking us to send you a copy via email.

1.5 In the Agreement, the terms "WorldRemit""we""us", and "our" refer to WorldRemit Ltd, together with its employees, directors, successors, and assigns. WorldRemit Ltd is a company registered number 07110878 in England and Wales, with its registered office at 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ. WorldRemit Ltd is authorised and regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 and Electronic Money Regulations 2011. Registration number: 900891. Its regulated activities include providing payment services and issuing electronic money.

1.6 The terms "you" and "your" refer to you, the person who has registered to use some or all of the services described in the Agreement.

1.7 This Agreement will be treated as coming into effect on the date you register with us and will continue for an indefinite period, until terminated by you or us. The Agreement may change from time to time, but this will not change the terms on which you previously used the Wallet.

1.8 The WorldRemit Wallet was created to allow holders of a WorldRemit Wallet: (a) to convert money (paid either (I) subject to this functionality being available in the relevant country, by the holder of the Wallet, or (II) by someone else) into E-Money and store this in their WorldRemit Wallet; (b) to transfer E-money to another WorldRemit Wallet; (c) to redeem E-money and pay the proceeds either to themselves or to someone else; and (d) to use the proceeds of E-Money to purchase Airtime Top Up and send this to their or another person's mobile phone account.

1.9 Users of the Airtime Top Up service can credit a mobile phone account with Airtime Top Up. It is not necessary to have a WorldRemit Wallet to use Airtime Top Up.

  1. DEFINITIONS

In these Terms and Conditions:

"Airtime Top Up" means credit, which is added to a mobile phone account, which can be used to make calls, send text or picture messages and use data. It is credited to the Payee’s mobile phone account typically within a few seconds.

“Business Day” means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

"Destination Country" means the country in which:

(a)    (where you are the recipient) you receive either money or E-money from a Sender; or

(b)    (where you are the person making payment or sending Airtime Top Up) another Payee receives money, E-money or Airtime Top Up as a result of you making a payment using funds in your WorldRemit Wallet.

"E-money" means electronically stored monetary value.

“Instruction” means a Payment Request or a Transaction Request, as the case may be.

"Local Taxes" means any taxes or charges payable in the Destination Country.

"Payee" means either:

(a)    you, where you receive money or E-money from someone else, or where you send the proceeds of E-money to yourself; or

(b)    someone else that you send money, E-money or Airtime Top Up to using your WorldRemit Wallet.

"Payment Instrument" includes payment devices such as debit card, credit card, or another WorldRemit Wallet.

"Payment Request" means a specific instruction from you (or a Third Party Provider on your behalf) to a Sender, asking them to send money or E-money to your WorldRemit Wallet.

"Payout Amount" means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee and/or any other fees, charges or costs we reasonably incur.

"Portal" means any app, website, interface or other digital portal we provide from time to time to enable you to use our services under the Agreement.

"Prohibited" means activities which involve narcotics, steroids, pharmaceuticals, chemicals, drug paraphernalia, tobacco, seeds, plants, animals, military or semi-military goods or services, weapons (including dual-use goods), adult services or content, bitcoin or other cryptocurrency, binary options or gambling services or any other activities that are prohibited by our policies as amended from time to time.

"Sender" means someone who sends money or E-money to your WorldRemit Wallet.

"Service Fee" means our fee described as such on our website from time to time. Other taxes (for example, Local Taxes) and costs may exist that are not paid through us or imposed by us.

"Service Provider" means a local bank, money exchange house, or other third party service provider (e.g. mobile network operator) in the Destination Country with whom WorldRemit works to provide services to you.

"Third Party Provider" means any online provider that you authorise to access your WorldRemit Wallet, or to give us an Instruction on your behalf in relation to your Wallet. Depending on the authorisations you give them, Third Party Providers will have access to your Transaction History and will be able to send us Instructions, as if they were you. Many Third Party Providers will be authorised by the UK Financial Conduct Authority, or by the equivalent regulatory body in another country in the European Economic Area (which includes the member states of the European Union plus Iceland, Liechtenstein and Norway). If you are thinking of using a Third Party Provider, then you should ask for details of its authorisation and check these yourself. You should also make sure you are comfortable giving the Third Party Provider access to your WorldRemit Wallet.

"Transaction" means the transfer of money, E-money or Airtime Top Up using the Portal, as the case may be.

"Transaction Amount" means:

(a)    the amount of money or E-money that a Sender wishes to send to you;

(b)    the amount of redeemed E-money, or the value of the Airtime Top Up, that you wish to send to yourself; or

(c)     the amount of redeemed E-money, or the value of the Airtime Top Up, that you wish to send to another Payee.

In each case, the Transaction Amount excludes any applicable Service Fee and is the amount displayed by us in the Portal prior to any foreign exchange conversion.

"Transaction History" means the record of your Transactions through our Portal which you may access using your email and password registration details.

"Transaction Request" means a specific instruction from you (or a Third Party Provider on your behalf), using the Portal, to send:

(a)    the proceeds of E-money, or Airtime Top Up, to yourself; or

(b)    E-Money, the proceeds of E-money, or Airtime Top Up, to another Payee.

"WorldRemit Wallet" or "Wallet" means a function in the Portal which stores E-money in a non-interest bearing account maintained by us for you, and which provides such features as we may make available from time to time. These features may include (without limitation) the ability to:

(a)    see the balance of E-money held in that WorldRemit Wallet;

(b)    denominate E-money in the different currencies we make available in the WorldRemit Wallet from time to time;

(c)     load additional E-money into that WorldRemit Wallet;

(d)    give instructions for E-money to be paid out of that WorldRemit Wallet;

(e)    redeem E-money and transfer the redemption proceeds either to yourself or to another Payee;

(f)      buy Airtime Top Up with the proceeds of E-money and transfer this either to yourself or to another Payee.

  1. OUR OBLIGATIONS

3.1 Subject to the terms of the Agreement, we agree to provide the WorldRemit Wallet to you using reasonable care. Although the WorldRemit Wallet is held and administered in the United Kingdom, you may not be able to use the Wallet and/or Airtime Top Up, in whole or in part, if you are located in certain regions, countries, or jurisdictions. This may also apply where you are temporarily accessing our services from those regions, countries or jurisdictions (for example if you are travelling).

3.2 When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction. Your Instruction will be treated as received by us once you submit it to us using the Portal.

3.3 Timing of E-money Payments Where you give us an instruction to pay E-money from one WorldRemit Wallet to another WorldRemit Wallet, we will (subject to the terms set out in the Agreement) make the payment no later than the next Business Day after the day on which we receive the instruction.

3.4 Timing of other electronic payments Subject to the terms of the Agreement, where you redeem E-money from your WorldRemit Wallet and instruct us to make a payment of the redemption proceeds, the Payee will receive the payment as set out in the table below. In each case, the period of time is calculated from the time we actually receive your Instruction. You should bear in mind that payment may be refused or delayed for the reasons set out in clause 5.1, or we may be unable to process the payment as quickly due to circumstances outside our control (as explained in clause 11.10).

We have grouped different types of payments into three separate groups:

Group 1: where the Payee will receive the payment within one Business Day

Payments in pounds sterling (GBP)

·       payment in GBP to an account in the United Kingdom

·       conversion from euro to GBP, followed by a payment in GBP to an account in the United Kingdom only

 

Payments in euro

·       payment in euro to an account in the European Economic Area

·       conversion from GBP to euro, followed by a payment in euro to an account in the European Economic Area

 

Group 2: where the Payee will receive the payment within four Business Days

Payments to accounts in the European Economic Area not covered by Group 1

·       payment in a European Economic Area currency to an account in the European Economic Area, where the payment falls outside Group 1

·       conversion from one European Economic Area currency to another European Economic Area currency followed by payment to an account in the European Economic Area, where the currency conversion and/or payment falls outside Group 1

 

Group 3: please contact us for information about how long the payment will take

·       payment in a non-European Economic Area currency to an account anywhere in the world

·       payment in any currency (including a European Economic Area currency) to an account outside the European Economic Area currency, with or without a currency conversion

 

3.5 We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received. We will provide this information to you no later than 30 days after the relevant Transaction.

3.6 We will attempt to provide you with up to date information regarding the location and opening hours of our Service Providers by means of information in our Portal or on our website. However, we shall not be held responsible for any inaccuracies that may appear in that information or any loss which may result from incorrect or incomplete information.

3.7 In order for us to process a Transaction Request correctly, you must give us the following information:

Wallet to Wallet Transfer

Payee Full Name

Mobile Number of the Payee

Country of residence of the Payee

 

Bank Transfers

Bank Name

Branch Name

Account Number

Bank Code

Branch Code

IBAN

BIC (or SWIFT)

Account Type

 

Cash Pick Up

Payee Full Name

 

Mobile Money

Mobile Money Account Number

 

Airtime Top Up

Mobile Number

 

Door to door

Payee Full Name

Payee Address

 

Bill Pay

Biller Name

Biller Account Number

 

  1. YOUR OBLIGATIONS

4.1 You agree that:

4.1.1 you will not access, use or attempt to use the Portal to provide any Instructions unless you are at least 18 years old. Depending on the country in which you live, local laws may set a different age or impose additional rules on your ability to enter into an agreement with us and to use the Portal. If this is the case, it is your obligation to comply with the local laws which affect you;

4.1.2 for each Transaction Request that you submit, you will pay us the Service Fee as and when applicable. Payment becomes due at the time that you submit your Transaction Request. If you submit a Transaction Request that results in us becoming liable for charges including but not limited to chargeback or other fees which we are obliged to pay, you must reimburse us for all such fees;

4.1.3 a surcharge may apply for processing credit cards in certain jurisdictions. The amount of the surcharge will be notified to you at the time of the card payment;

4.1.4 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Portal or any Instruction being conducted through the Portal;

4.1.5 in connection with your registration and use of the Portal, you will:

(a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b) provide us with any identity documentation as may be requested by us;

(c) provide us with details of one or more accounts and/or Payment Instruments;

(d) provide us with true, accurate, current and complete information as we indicate on our website is required to use the Portal and any other information which may be required in relation to you, any Sender or any Payee;

(e) provide us with:

(i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you wish to carry out; and

(ii) such information relating to the Transaction as detailed in clause 4.8 or clause 5.5.

4.2 You must take reasonable steps to keep the details you use to access the Portal safe and to prevent their fraudulent use. These steps include:

4.2.1 disguising those details if you write them down and keeping them out of sight of third parties who should not have access to the Portal or your WorldRemit Wallet;

4.2.2 not sharing those details with anyone else, unless they are a Third Party Provider that you have authorised to access your WorldRemit Wallet and they need those details in order to obtain access; and

4.2.3 following any reasonable instructions which we give you or publish in our Portal or on our website from time to time and which are intended to help you keep your WorldRemit Wallet safe.

4.3 When you are using the Portal, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm Transaction Requests before submission and you must check the details carefully.

4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate selected by us will be displayed clearly in the Portal before you are asked to confirm your Transaction. Proceeding with the Transaction at this point is entirely optional.

4.5 There may be times when we have to convert a payment into or out of your WorldRemit Wallet from one currency into another. This could happen when:

4.5.1 you pay a Transaction Amount in one currency and the Payout Amount is in another currency;

4.5.2 there is a payment to your WorldRemit Wallet in one currency and your WorldRemit Wallet is denominated in another currency;

4.5.3 you change the denomination of the E-money held in your WorldRemit Wallet from one currency into another currency; or

4.5.4 you transfer E-money from your WorldRemit Wallet in one currency and the Payee's WorldRemit Wallet is denominated in another currency.

In each case, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. In the case of a Transaction, we guarantee you the Payout Amount in local currency. Likewise, in the case of a payment to your WorldRemit Wallet, we guarantee that E-money will be issued in the currency in which your WorldRemit Wallet is denominated. The margin taken on foreign currency exchange covers our risk in guaranteeing this. If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. You are therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account (or WorldRemit Wallet) where the funds are to be delivered.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular account or Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account, or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Portal as a cash transaction rather than a purchase transaction.

4.7 You must only use the Portal to send money, E-money or Airtime Top Up to people that you know personally, and not to pay for goods or services from third parties you do not know and trust. If you choose to pay third parties for goods and services using the Wallet, please note that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services, and that any such use of the Portal is entirely at your own risk.

4.8 You must only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform us of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

4.9 In using the Portal you must comply with the terms of your Agreement with us as well as any applicable laws, rules or regulations. It is a breach of the Agreement to use the Portal to send Transaction Amounts in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If we reasonably believe you are using the Portal or WorldRemit in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, we may report you to the appropriate legal authorities.

4.10 When using the Portal, the WorldRemit Wallet or our website or when interacting with WorldRemit, with another user or with a third party, you must not:

4.10.1 breach the Agreement, or any other agreement between you and WorldRemit;

4.10.2 create more than one registration without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and you keep those details safe and secure. However, you can share your details with a Third Party Provider if they need these in order to access our WorldRemit Wallet or give us an Instruction;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our Portal or website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.10 If you have any problems using the Portal, the WorldRemit Wallet or our website, you should contact us without delay through the channels listed at the end of these Terms and Conditions.

4.11 Nothing in the Agreement or in any other information provided by WorldRemit as part of the services covered by the Agreement is intended to be, nor should it be construed to be, legal or other advice. You must consult your own professional advisers as to the effects of laws which may apply to the Agreement and the services under it.

  1. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

5.1 We may refuse any attempted payment into the WorldRemit Wallet, or any Instruction, or delay processing any such payment or Instruction, at any time for any of the reasons set out below:

5.1.1 we are not satisfied that we have your consent;

5.1.2 we reasonably believe that the Portal, the WorldRemit Wallet and/or our website are being used by you, a Sender or a Payee, in furtherance of illegal, fraudulent or Prohibited activities;

5.1.3 we have reason to believe that processing any such payment or Instruction would violate anti-money laundering or counter-terrorism financing laws and regulations;

5.1.4 in the case of an attempted payment into the WorldRemit Wallet, we have reason to believe the security of the account or Payment Instrument used to make the payment has been compromised or we suspect the unauthorised or fraudulent use of that account or Payment Instrument;

5.1.5 we reasonably believe that you are using the WorldRemit Wallet to purchase goods or services from third parties you do not know or trust;

5.1.6 we are unable to verify the identity of the Sender or Payee;

5.1.7 you do not comply with any information requests we send you under clause 4.8 or clause 5.5;

5.1.8 we reasonably believe you are using the Portal, or allowing it to be used, in breach of your Agreement with us or any applicable laws, rules or regulations or in furtherance of fraudulent, illegal or Prohibited activities;

5.1.9 we reasonably believe there may be fraudulent activity or other financial crime affecting you, any Sender or Payee, your WorldRemit Wallet or any payment;

5.1.10 we are obliged to do so by any law, regulation, court order or instruction from an ombudsman, regulator or government body;

5.1.11 there is a dispute (which we reasonably believe is genuine) about who owns, or is entitled to, E-money held in your WorldRemit Wallet. This includes (but is not limited to) the situation where a Sender makes a request for a refund of funds the Sender has sent to your WorldRemit Wallet, or we are made aware that the Sender has made a claim against you for return of those funds;

5.1.12 you have broken the terms and conditions of your Agreement with us in a way that we reasonably believe justifies us in refusing or delaying processing any payment or Instruction, and you have not put this right;

5.1.13 we reasonably believe that processing the payment or Instruction would breach the terms and conditions of your Agreement with us;

5.1.14 in the case of a payment into or out of the WorldRemit Wallet, the amount of the payment exceeds any transaction limit we may apply to such payments under clause 17.3.2 from time to time. We may publish details of transaction limits on our website, or details may be available from us on request;

5.1.15 in the case of a payment out of the WorldRemit Wallet, there are insufficient funds in the Wallet to make the payment and/or to cover our Service Fee and any other fees, costs or charges we may incur in making the payment;

5.1.16 in the case of a payment out of the WorldRemit Wallet, the Payee has not yet set up their account to receive payment, or has not registered with us to use our services, or the terms of the Payee's account prevent completion of the Transaction, or the Payee's account is unable to receive payment in the form in which we make payment;

5.1.17 you are subject to an order relating to your bankruptcy, or you have entered into a voluntary agreement with your creditors; or

5.1.18 we have blocked your use of your WorldRemit Wallet under clause 5.2.

5.2 We can stop or block your access to and use of your WorldRemit Wallet if:

5.2.1 you have notified us, or we reasonably believe, that your Wallet (or the login details you use to access the Wallet) has been lost, stolen, compromised, used without your authorisation, or used fraudulently; or

5.2.2 we are obliged to do so by law, regulation, a court order of the instructions of an ombudsman, regulator or government body.

5.3 We can deny a Third Party Provider access to your WorldRemit Wallet if we reasonably believe that access to the Wallet by them, or any Instruction we receive from them, is unauthorised or fraudulent.

5.4 We are entitled to charge a fee for refusing any payment or Instruction. Where such a fee applies, it will be set out in the Portal or on our website.

5.5 In order to comply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

5.6 If you suspect or become aware that your WorldRemit Wallet (or your login details that you use to access your Wallet) have been lost, stolen, compromised, used without your authorisation, or used fraudulently, you must contact us immediately through the channels listed at the end of these Terms and Conditions.

5.7 Provided it would not be unlawful for us to do so, and it would not compromise reasonable security measures, we will contact you by phone or email if there is an actual or suspected fraud affecting your WorldRemit Wallet, or a security threat affecting the Wallet.

  1. CANCELLATION OF INSTRUCTIONS

6.1 Once we have received your Instruction, you cannot cancel it.

6.2 Notwithstanding clause 6.1, we may, in our absolute discretion, attempt to reverse your Instruction if you have informed us that you wish us to do so. In some cases, we may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee that the reversal will be successful.

  1. AIRTIME TOP UP

7.1 The Airtime Top Up service will only be provided to you by us in respect of the mobile phone operators available on our website. These operators are subject to change and availability.

7.2 You must input the mobile phone number to which any Airtime Top Up is to be credited into the appropriate space in our Portal. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be asked to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

7.3 When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is needed to ensure that Airtime Top Up is not sent to the wrong person because of a mis-typed number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Transaction Request has been processed by us.

7.4 You are responsible for checking carefully with the Payee that you have their correct phone number.

7.5 The cost of Airtime Top Up will vary depending on the amount of Airtime Top Up that you wish to send and according to the denominations displayed in our Portal or on the website.

7.6 The total amount (the Transaction Amount and our Service Fee) that you must pay will be displayed clearly in the Portal before you are asked to confirm your Transaction. Proceeding with the Transaction at this point is entirely optional.

7.7 A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups. When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

7.8 If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate in the Portal before completing the transfer.

7.9 The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com.

7.10 Our obligation in relation to Airtime Top Up is simply to send Airtime Top Up in accordance with your Instruction. The relevant mobile operator will be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

7.11 You will not be able to cancel the Airtime Top Up once we receive your instruction.

7.12 We may be obliged (for example, due to local laws or mobile operator restrictions) to limit the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups (the latter typically due to mobile operator restrictions) over a given period of time e.g. daily, weekly, monthly.

  1. PAYMENT REQUEST

8.1 You must not submit Payment Requests to people you do not know personally.

8.2 When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. Your Instruction will be treated as being received by us once you submit it to us using the Portal. When we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number).

8.3 Cancellation of Payment Requests. Once we have received your Payment Request, you cannot cancel it. In such circumstances you would need to contact the Sender separately, and explain that you want the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

8.4 Cancellation of Transactions. The cancellation of Transactions will be governed by, and dealt in accordance with these Terms and Conditions. You must assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You must, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from Transactions where we reasonably believe that such Transactions have resulted from your use of the Portal in contravention of your Agreement with us.

8.5 If a payment service provider tells us that they have made a payment into your WorldRemit Wallet by mistake, we are obliged to co-operate with them and help them recover the mistaken payment. We must provide them with all relevant information they need to collect the payment. If the Sender's payment service provider is unable to recover the funds from us and the Sender asks them to do so, they will provide all relevant information they have to the Sender so that the Sender can claim repayment. This information will include your name and contact address.

  1. COLLECTION OF INFORMATION

9.1 Customer Identification Program. Financial institutions are required to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore ask you to supply us with personal identifying information relating to you, and Sender and any Payee and we may also legally consult other sources to obtain information about you, any Sender and any Payee.

9.2 Verification and Checks. We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Sender or Payee in the same way. All information provided by you will be treated securely and strictly in accordance with all applicable law. We may do this directly, for example by asking you for additional information, or asking you to take steps to confirm ownership of your accounts, Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

9.3 Provision of payment services. You explicitly consent to us accessing, processing and retaining your personal information for the purposes of providing the payment services described in the Agreement. We need your explicit consent as a result of certain rules which apply to us (the United Kingdom's Payment Services Regulations 2017). This consent does not relate to how we process your personal information for other purposes, which are explained in our Privacy Policy. The Privacy Policy can be found by clicking here.

9.4 Government Disclosures. We may be obliged by law to provide information about you, your use of the Portal, the WorldRemit Wallet and our website, and your Instructions to government or other competent authorities as described in our Privacy Policy.

9.5 We may, as necessary in providing services to you under the Agreement, store all information required of a Sender or Payee to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

  1. INTELLECTUAL PROPERTY

10.1 The Portal, the WorldRemit Wallet and our website and services, and the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the Portal, the WorldRemit Wallet and our website and services will remain our property and/or the property of such other third parties.

10.2 The Portal, the WorldRemit Wallet and our website may be used only for the purposes permitted by these Terms and Conditions or described on our website. You are authorised solely to view and to retain a copy of the pages of the Portal and website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the Portal, the WorldRemit Wallet and our website or any portion of it for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the Portal, Wallet or website; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed in the Portal or website (or printed pages of the Portal or website). The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to in the Portal or website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

  1. LIABILITY

Informing us about an unauthorised or incorrect payment

11.1 If you believe that a payment made from your WorldRemit Wallet or an Airtime Top Up payment was made without your authorisation, or was not executed correctly, you must contact us through the channels listed at the end of these Terms and Conditions without undue delay any in any event within 13 months of the date on which the payment occurred. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving your full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request. You should give us any other relevant documentation that you have available that will help us process your claim.

Where there is an unauthorised payment

11.2 We will refund you where a payment has been made from your WorldRemit Wallet without your authorisation. However, there are circumstances in which we will not be obliged to refund you, or where the amount we have to refund is less than the full amount of the payment. The following rules will apply in deciding whether you are entitled to a refund (and if so, for how much):

11.2.1 if you have acted fraudulently, you will have no right to a refund in any circumstances;

11.2.2 you will not be entitled to a refund if you make a claim more than 13 months after the date of the Transaction, regardless of how the unauthorised payment occurred;

11.2.3 if you have intentionally or with gross negligence compromised the security of your WorldRemit Wallet or account, or failed to keep the login details you use to access your WorldRemit Wallet or account secure, you will be liable for all losses arising up to the time you notify us of the loss, theft or misuse of your details. "Gross negligence" means that something you have done or not done is very obviously wrong or careless. There may be special circumstances where you will not be liable (or not fully liable), even if you have acted intentionally or with gross negligence. If this is the case, we will tell you;

11.2.4 unless one of the rules above applies, if the unauthorised payment was caused by the loss, theft or misuse of login details used by you to access your WorldRemit Wallet or account, you will be liable for up to £35 of any loss (unless you notified us of the loss, theft or misuse of your details before the loss occurred).

11.3 There may be other special circumstances in which you will be entitled to a refund, either in full or in part. If this is the case, we will explain this to you when we process your refund.

11.4 If you are entitled to a refund, we will credit the amount of the refund (together with any fees we have charged) back to your WorldRemit Wallet in the same currency in which the payment was made from your Wallet. We will not have any other liability to you.

11.5 If we give you a refund and then discover that you were not entitled to the refund, we can take the amount refunded from your WorldRemit Wallet or from any other money we hold on account for you. If there are insufficient funds in your WorldRemit Wallet or other account(s) with us to repay us, you must repay the amount outstanding to us immediately on demand from us.

11.6 If we suspect you have acted fraudulently, we can decide not to refund you or we can investigate the circumstances further. You must cooperate with us and the police, if we need to involve them. If we carry out an investigation and decide that you are not entitled to a refund because you acted fraudulently, we can charge you for our reasonable costs in carrying out the investigation and deduct these from your WorldRemit Wallet or from any other money we hold on account for you. If there are insufficient funds in your WorldRemit Wallet or other account(s) with us to repay us, you must repay the amount outstanding to us immediately on demand from us.

11.7 Clause 11.10 sets out other circumstances in which we will not be responsible for any losses you suffer as a result of an unauthorised payment.

Where a payment has not been made, or has been made incorrectly or late

11.8 We will refund you where you gave us an Instruction to make a payment from your WorldRemit Wallet and we did not do this, or we sent it to the wrong account, or we did not send this within the timescale set out in clause 3.4. However, we will not be obliged to refund you in any of the following circumstances:

11.8.1 if we processed the payment on time and in accordance with your Instructions. If you gave us incorrect payment details, or you want to recover the funds for some other reason, we will make reasonable efforts to recover the funds. We may charge a reasonable fee, reflective of our efforts, for doing this. If we are unable to recover the funds, and if you give us a written request for details, we will ask the payee's account provider to give us details of the payee and we will pass these details to you;

11.8.2 if you make a claim more than 13 months after the date of the Transaction;

11.8.3 if the payment was made to an account outside of the European Economic Area;

11.8.4 if we can show that the payee's account provider received the correct payment on time;

11.8.5 if we had reasonable grounds to delay processing your Instruction, under clause 5.1;

11.8.6 if it was not possible for us to process your Instruction, due to circumstances beyond our reasonable control as explained in clause 11.10.

11.9 If you are entitled to a refund, we will credit the amount taken out of your WorldRemit Wallet (together with any fees we have charged) back to your Wallet in the same currency in which the payment was made from your Wallet. We will not have any other liability to you.

Other circumstances in which we will not be liable

11.10 Except where (and to the extent that) the laws and regulations applicable to us say otherwise, we will not be liable to you for:

11.10.1 any failure to carry out an Instruction or make the Portal available to you, or any losses or delays in the transmission of messages, when we carry out maintenance or updates or as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

11.10.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

11.10.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control;

11.10.4 any losses or delays caused by us exercising our lawful rights or performing our obligations under the Agreement or in accordance with law, regulation, a court order or an instruction from an ombudsman, regulator or government body;

11.10.5 errors in the Portal or our website caused by incomplete or incorrect information provided to us by you or a third party who is acting on your behalf;

11.10.6 any use by you of the Portal, our website or any of the services we provide under the Agreement which is in breach of the terms of the Agreement;

11.10.7 any use by you of the Portal, our website or any of the services we provide under the Agreement for a commercial, business or resale purpose. In particular, and without limiting this exclusion, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity;

11.10.8 any loss or damage which we could not reasonably have foreseen as being likely to occur as a result of something we have done or not done; or

11.10.9 any loss or damage you suffered by you as a result of you using our Portal or our website on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

Other rules on liability

11.11 Nothing in this clause 11 excludes or limits liability on our part for death or personal injury resulting from our negligence, or for fraud.

11.12 Save where another rule in this clause 11 applies, or where the law says you are not liable, you will be liable to us, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of any use by you (or anyone acting on your behalf) of the Portal, the WorldRemit Wallet and/or our website which is in breach of your Agreement with us.

11.13 Where a Sender makes a request for a refund of funds the Sender has sent to your WorldRemit Wallet which we are obliged to process, you agree that we can remove funds from your WorldRemit Wallet which are equal to the amount of the refund.

11.14 If there are insufficient funds in your WorldRemit Wallet or other account(s) with us to repay us what you owe us, you must repay the amount outstanding to us immediately on demand.

  1. USE OF THE PORTAL

12.1 We grant you a non-transferable, non-exclusive licence to use the Portal, subject to the terms of your Agreement with us, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

12.2 Except as expressly set out in your Agreement with us or as permitted by any local law, you agree:

12.2.1 not to copy the Portal (except where such copying is incidental to normal use of the Portal, or where it is necessary for the purpose of back-up or operational security); and

12.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the Portal.

12.3 The Portal has not been developed to meet your individual requirements, and we do not represent or guarantee that the Portal will be suitable for your needs. It is your responsibility to ensure that the facilities and functions of the Portal meet your needs.

  1. USE OF THE WORLDREMIT WALLET

13.1 The WorldRemit Wallet is set up by either (a) registering for WorldRemit within the Portal or (b) logging into the Portal after registering on the website and then taking the additional step of verifying your phone number (or other additional steps as we may later deem necessary).

13.2 Where this functionality is available in your country, you can load E-money on to your WorldRemit Wallet using the Portal, or by using such other methods as we may make available from time to time.

13.3 Where a Sender has sent money or E-money to your WorldRemit Wallet, the E-money will be credited as follows:

13.3.1 if you have a WorldRemit Wallet, the E-money will be credited to your WorldRemit Wallet once the Transaction has been processed. An SMS will be sent to the mobile number we hold on record for you, informing you that E-money has been credited to the your WorldRemit Wallet; or

13.3.2 if you do not have a WorldRemit Wallet, the money or E-money will be held either by us or to our order and an SMS will be sent to your mobile, informing you to set up the WorldRemit Wallet. If you do not do so within 14 days of our SMS, the money or E-money will be returned to the Sender (after we deduct our Service Fee for returning it).

13.4 You are able to denominate E-money held in your WorldRemit Wallet in the different currencies we make available in the Wallet from time to time.

13.5 E-money held in the WorldRemit Wallet will not earn any interest.

13.6 You can use E-money stored in their WorldRemit Wallet by making a Transaction Request, or by using such other methods as we may make available from time to time.

13.7 We may from time to time specify in our Portal or on our website:

13.7.1 the minimum amount of E-money that can be paid to a WorldRemit Wallet at any one time;

13.7.2 the maximum amount of E-money that can be paid to a WorldRemit Wallet at any one time; and/or

13.7.3 the maximum amount of E-money that can be held in a WorldRemit Wallet at any time.

13.8 E-money that we describe as being "held" in a WorldRemit Wallet is a record of the balance of cash-equivalent value that you are entitled to receive from us. It does not represent a loan arrangement or any other form of credit. It is also not a deposit. This means it is not protected under any deposit protection scheme in the United Kingdom or that may exist in your country. Instead, we hold and manage E-money in the United Kingdom in accordance with the laws and regulations applicable to authorised electronic money issuers in the United Kingdom.

13.9 You cannot transfer the WorldRemit Wallet, or any of your rights in the WorldRemit Wallet, to any other person. You cannot grant any charge or other security over E-money held in the WorldRemit Wallet.

13.10 Your right to redeem E-money from your WorldRemit Wallet You have the right at any time while your Agreement with us is in effect to redeem all or part of the E-money in your WorldRemit Wallet. You also have the right to redeem E-money for a period of six years after termination (or cancellation) of the Agreement. However, if you redeem E-money upon or after termination (or cancellation) of the Agreement, you must redeem all the E-money you hold.

13.11 You can redeem E-money while this Agreement is in place by instructing a Transaction. If you redeem E-money after termination or cancellation of this Agreement, we will, unless you instruct us to make payment in another way that we reasonably agree, pay this as follows:

13.11.1 to a bank account we hold on record for you; or

13.11.2 by crediting it to a Mobile Money account we hold on record for you.

13.12 Any E-money that is redeemed will be paid in the currency in which it was denominated in your WorldRemit Wallet or in the currency of the account to which you ask us to make payment (for example, the bank account or Mobile Money account indicated in clause 13.11), unless you ask us to convert this and pay this in another currency. If this happens while this Agreement is in place, the terms in the Agreement relating to Transactions in another currency will apply. If this happens after termination of this Agreement and currency conversion applies, we will convert the payment using an exchange rate selected by us at the time we make the payment.

13.13 A fee may be payable on redemption (for example, our Service Fee). The amount of the fee, and the circumstances in which the fee is payable, will be set out in our Portal or on our website. If you redeem E-money on termination or cancellation of this Agreement, or within one year of termination or cancellation, we will inform you of the pay-out method and process for you to redeem your money easily and free of charge. We will act reasonably in telling you what the pay-out method and currency will be, taking account of the jurisdiction in which the pay-out is to be processed. A redemption fee will only apply if you instruct us to pay-out in a different way, and will be proportionate with the costs incurred by us for such redemption. A redemption fee may apply if you redeem E-money at any other time.

13.14 If you do not redeem E-money from your WorldRemit Wallet within six years of termination of your Agreement with us, the E-money will cease to be your property and will be forfeited to us.

13.15 Local laws may mean that we will apply a longer period than six years following termination for the purposes of clauses 13.10 and 13.14.

  1. ELECTRONIC COMMUNICATIONS

14.1 The Agreement will be entered into electronically, and the following categories of information ("Communications") may be provided by electronic means:

14.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

14.1.2 your records (e.g. of transactions) using the Portal;

14.1.3 any initial, periodic or other disclosures or notices provided in connection with the Portal or WorldRemit Wallet, including without limitation those required by law;

14.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Portal, WorldRemit Wallet or our website; and

14.1.5 any other communication related to the Portal, the WorldRemit Wallet or WorldRemit.

14.2 The Portal does not allow for Communications to be provided in paper format or through other non-electronic means. You can withdraw your consent to receive Communications electronically, but if you do, your use of the Portal will be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

14.3 In order to access and retain Communications, you must have or have access to the following:

14.3.1 an internet browser that supports 256-bit encryption such as Internet Explorer version 8.0 or above;

14.3.2 an e-mail account, e-mail software capable of interfacing with our e-mail servers and the capability to read e-mail from us, and a device and internet connection capable of supporting the foregoing; and

14.3.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

14.3.4 a printer that is capable of printing from your browser and e-mail software.

14.4 In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

  1. TERMINATION

15.1 You can terminate these Terms and Conditions on one month’s written notice. We can terminate these Terms and Conditions upon two months’ notice, except as provided for in clause 15.2.

15.2 We may terminate these Terms and Conditions with immediate effect if you:

15.2.1 become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

15.2.2 have broken the terms of your Agreement with us in a serious way, and (where it is possible to put this right) you have not put this right within a reasonable period of time requested by us;

15.2.3 through any means of communication intimidate, harass or threaten us, our employees, agents, Service Providers or customers with violence, property damage or any other offensive, indecent, discriminatory or hateful material;

15.2.4 breach or attempt to breach the security of our Portal or our website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

15.2.5 are, in our reasonable belief, using the Portal and/or the WorldRemit Wallet in connection with fraudulent, illegal, unethical, immoral or Prohibited activity, or to promote or support discriminatory, extreme or offensive practices, or permitting or encouraging a third party to do any of these things.

15.3 We may terminate these Terms and Conditions with immediate effect if:

15.3.1 we are obliged to do so by law, regulation, a court order or the instructions of an ombudsman, regulatory or government body, or we reasonably believe that a court order is, or instructions from an ombudsman, regulatory or government body are, likely to be given; or

15.3.2 we reasonably believe that the way in which you are using some or all of our services might expose us to any sanction, penalty, fine, censure, direction or order from any court, ombudsman, regulatory or government body, unless we terminate your Agreement with us with immediate effect.

  1. COMPLAINTS

16.1 If you wish to make a complaint about any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com.

16.2 We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

16.3 If you are not satisfied with the manner in which we have dealt with your complaint, or the outcome, then you may refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, Tel No 0800 0234 567, Email: complaint.info@financial-ombudsman.org.uk. Alternatively, you can submit your complain online through the European Commission's Online Dispute Resolution Platform, at http://ec.europa.eu/consumers/odr

  1. GENERAL

17.1 Governing law: this Agreement, and our communications with you prior to you entering into this Agreement, will be governed by English law the following courts will have jurisdiction over any disputes arising:

17.1.1 the courts of Scotland, if you are resident in Scotland;

17.1.2 the courts of Northern Ireland, if you are resident in Northern Ireland; or

17.1.3 the courts of England and Wales, if you are resident anywhere else in the world.

17.2 No Waiver: Our failure to exercise or enforce any right or provision of the Agreement will not constitute a waiver of such right or provision.

17.3 Changes to the Agreement

17.3.1 We can change, remove, vary or add to any of the terms of our Agreement with you at any time. These changes may include, but not be limited to:

 

(a)    changing or withdrawing any of the services made available to you in the Portal or in connection with your WorldRemit Wallet or use of Airtime Top Up;

 

(b)    introducing new services;

 

(c)     introducing a new Service Fee or charge; or

 

(d)    increasing, decreasing or abolishing an existing Service Fee or charge.

 

We can do these for any of the following reasons:

 

  • to reflect any change in law, regulation, codes of practice or guidance, or a recommendation, decision or order of a court, ombudsman, regulator or government body, or new statements, codes of practice or industry guidance designed to enhance consumer protection;
  • to reflect any changes in our business organisation (for example, if we merge with another organisation or transfer our business to another organisation) or the Service Providers we use;
  • to provide you with extra benefits or additional services;
  • to reflect (in a proportionate way) changes in our costs in providing our services, for example changes in market conditions, technology costs, inflation and/or the costs of providing facilities;
  • to reflect (in a proportionate way) any cost associated with any new product or service we introduce, or any new feature on an existing product or service, or any change in the Service Providers we use;
  • to make the terms clearer or fairer to you, or to benefit you.

17.3.2 We may also introduce, increase, decrease or abolish transaction limits for certain types of payments into or out of the WorldRemit Wallet from time to time. We may do this for any of the following reasons:

 

  • to comply with law, regulation, codes of practice or guidance, or a recommendation, decision or order of a court, ombudsman, regulator or government body, or new statements, codes of practice or industry guidance designed to enhance consumer protection and/or the security of payment and financial systems;
  • to take account of and address (as a prudent institution) risks we have identified in the payments that our customers are receiving or carrying out, or to anticipate any such risks arising;
  • to reduce the risks of financial crime.

17.3.3 In each case, we will act reasonably, and any change will be proportionate to the circumstances giving rise to the change.

17.3.4 As our Agreement with you may last for a long time and we cannot anticipate everything that might happen during that time, we may also need to make changes for other justifiable reasons. If we do so, we will explain the reason to you when we tell you about the change.

17.3.5 Except in the situations explained in clauses 17.3.6, we will give you personal notice of the change two (2) months prior to the change where:

  • we change the terms and conditions which deal with the way payments can be made into or out of your WorldRemit Wallet;
  • we make a change to your disadvantage; or
  • we introduce a new Service Fee or charge.

In these circumstances, you can close your WorldRemit Wallet or the account you use for Airtime Top Up (as the case may be) at any time before the change comes into effect and the normal notice period for closure will not apply. If you do not close your WorldRemit Wallet or account, you will be treated as having accepted the change.

17.3.6 The following are circumstances where we can make a change under clause 17.3.5 more quickly (including immediately), without giving you prior notice. In these circumstances you will not have the right to close your WorldRemit Wallet or account without giving the usual notice. The circumstances are:

  • where we are obliged to make the change due to compliance with law, regulation, codes of practice or guidance, or a recommendation, decision or order of a court, ombudsman, regulator or government body, or new statements, codes of practice or industry guidance designed to enhance consumer protection;
  • where we are obliged to introduce, increase, decrease or abolish a transaction limit urgently, for any of the reasons explained in clause 17.3.2. In addition, we may not be able to give you notice of the change where we reasonably believe doing so might compromise the security of our systems;
  • where we introduce a new service or functionality (and even if we introduce new charges for that service), provided the introduction of the new service does not affect your use of our existing services;
  • where the exchange rates we use when converting one currency change. These rates change frequently each day. The rate applicable to your Transaction will be displayed clearing in the Portal at the time you give us your Instruction.

17.3.7 In the case of all other changes apart from those set out in clauses 17.3.5 and 17.3.6, we can make the change immediately, without giving you personal notice. Instead, we will update the copy of the Agreement on our website. You should check our website regularly so that you are familiar with the up to date terms of your Agreement.

17.4 Entire Agreement: This Agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this Agreement.

17.5 Severability: If any provision of the Agreement is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Agreement as reflected in the provision, and the other provisions of the Agreement will remain in full force and effect.

17.6 External links Any external links to third-party websites on our website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

17.7 Cancellation: You have the right to cancel your Agreement with us for the WorldRemit Wallet. The cancellation period begins on the day after you register with us and ends 14 calendar days later. You can exercise your right of cancellation by calling us or sending us an email. Our contact details are set out on our website. Cancellation will terminate your Agreement with us with immediate effect.

 

17.8 If you cancel your Agreement with us, we will repay to you any E-money which is held in your WorldRemit Wallet in accordance with clause 13.11 and we will not apply any charge for doing so. You will remain liable to pay any fees or charges payable to us under the Agreement in respect of any services we have provided to you prior to cancellation. We may deduct these fees or charges from the any amount we pay to you out of your WorldRemit Wallet.

17.9 If you do not exercise your right to cancel the Agreement during the 14-day cancellation period, the Agreement will be binding on you. You will however be able to terminate the Agreement in accordance with clause 15.1.

_________________________________

 

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Portal, the WorldRemit Wallet or our website inappropriately, please email us. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward the email to us at customerservice@worldremit.com.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +44 (0)20 7148 5800;

or by post to: WorldRemit, attn: Customer Service, WORLDREMIT Ltd, 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ.

_________________________________

 

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Portal, the WorldRemit Wallet or our website inappropriately, please email us. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward the email to us at customerservice@worldremit.com.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +44 (0)20 7148 5800;

or by post to: WorldRemit, attn: Customer Service, WORLDREMIT Ltd, 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ.

_________________________________

Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us using our contact form. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward them to us using our contact form.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +61 (02) 6145 2161;

by fax at 02 6147 7056; or

or by post to: WorldRemit, attn: Customer Service, WorldRemit Pty Ltd, Suite 23.01, Level 23, 1 O'Connell Street, Sydney, NSW 2000.

European Union

  1. CONTRACT FORMATION & OVERVIEW

1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you may access and use the website (and for the purpose of these Terms and Conditions “website” will include our App (where applicable) and the services associated with it (together, the "Service"). By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions. If you do not wish to be bound by the Terms and Conditions do not access, register with or use the Service. The language of these Terms and Conditions is English and all Services, instructions and transactions carried out in connection with it shall be in English.

1.2 In these Terms and Conditions, the terms "WorldRemit", "we", "us", and "our" refer to WorldRemit Ltd, together with its employees, directors, affiliates, successors, and assigns. WorldRemit Ltd is a company registered number 07110878 in England and Wales, with its registered office at 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ. WorldRemit Ltd is authorised by the Financial Conduct Authority (FCA) under the Payment Service Regulations 2017 with Firm Reference Number 574642 for the provision of payment services.

1.3 The terms "you" and "your" refer to users of the Service, as Senders, Recipients, other users or visitors to the website.

1.4 These Terms and Conditions are effective from the date on which you first access, register or use the Service. The Terms and Conditions may change from time to time, but changes will only be effective 2 months from the date they are first notified to you and will not change the terms on which you previously used the Service.

1.5 The Service was created: (a) to assist customers to send money to their family and friends, and to receive money from family and friends, around the world; and (b) to offer customers the ability to credit a mobile phone account with Airtime Top Up. For security reasons, we recommend that you only send money or Airtime Top Up through the Service to people you know personally. You must not use the Service to send money or Airtime Top Up to strangers, for example sellers of goods and/or services, whether private or retail.

  1. DEFINITIONS

In these Terms and Conditions:

“App” means WorldRemit’s mobile application for the sending of Payment Requests and/or Transaction Requests.

“Airtime Top Up” means credit, which is added to a mobile phone account, which can be used to make calls, send text or picture messages and use data, that is purchased by the Sender and credited to the Payee’s mobile phone account typically within a few seconds.

“Business Day” means any day on which we are open for business for the execution of Transaction Requests and/or Payment Requests.

"Destination Country" means the country in which the Payee receives money or Airtime Top Up through the Service.

“Instruction” means a Payment Request and/or a Transaction Request.

"Local Taxes" means any taxes or charges payable in the Destination Country.

“Payee” means someone who receives money or Airtime Top Up through the Service.

"Payment Instrument" means a valid instrument of payment such as a bank account, debit card or credit card.

“Payment Request” means a specific instruction from you to a Sender requesting a Transaction.

"Payout Amount" means the amount paid out, after any foreign exchange conversion, to the Payee’s account exclusive of the Service Fee.

“Prohibited” means activities which involve narcotics, steroids, pharmaceuticals, chemicals, drug paraphernalia, tobacco, seeds, plants, animals, military or semi-military goods or services, weapons (including dual-use goods), adult services or content, bitcoin or other cryptocurrency, binary options or gambling services or any other activities that are prohibited by WorldRemit’s policies as amended from time to time.

"Recipient" means:

(a) a Payee; or

(b) in the event that you are using the Service to send a Payment Request, someone who receives the Payment Request.

"Sender" means someone who uses the Service to send money or Airtime Top Up.

"Service Fee" means WorldRemit’s fee plus any additional charges or Local Taxes applicable to each Transaction, which WorldRemit may charge in its sole discretion in accordance with applicable laws, as may be described on the WorldRemit website from time to time.

"Service Provider" means a local bank, money exchange house, or other third party service providers (e.g. mobile network operators) in the Destination Country with whom WorldRemit works to provide the Service.

"Transaction" means the transfer of money or Airtime Top Up through the Service.

“Transaction Amount" means the amount of money or the value of the Airtime Top Up that the Sender wishes to send to the Payee as a Transaction, excluding any applicable Service Fee and prior to any foreign exchange conversion.

“Transaction History” means the record of your Transactions on our website which you may access using your email and password registration details.

"Transaction Request" means a specific instruction from you requesting us to send money or AirTime Top Up to a Payee through the Service.

  1. OUR OBLIGATIONS

3.1 Subject to these Terms and Conditions, we agree to provide the Service to you using reasonable care. You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

3.2 We are not obliged to process any particular Transaction. When you submit a Transaction Request, you are requesting that we process the Transaction on your behalf and consenting to the execution of the Transaction. We may, in our sole discretion, choose whether or not to accept the offer to process that Transaction. If we decide not to process the Transaction, we will notify you promptly of that decision and repay to you the Transaction Amount received by us, provided that we are not prohibited by law from doing so. If we choose to proceed with the Transaction we may still suspend or cancel it in our discretion.

3.3 WorldRemit reserves the right to modify or discontinue the Service or any part of the Service without notice, at any time and from time to time.

3.4 We may, in our absolute discretion, refuse any Transaction Request (as further detailed in clause 5) or impose limits on the Transaction Amount. We may do so either on a per Transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

3.5 Delivery times quoted on our service levels or elsewhere on our website are representative for the “normal” / average service and are not a guarantee of an individual Service or Transaction time.

3.6 We will attempt to process Transactions promptly, but any Transaction may be delayed or cancelled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your Transaction instructions; to contact you; or due to variations in business hours and currency availability; or otherwise to comply with applicable law.

3.7 We may send and receive notifications in relation to Transactions by email and SMS. We will provide you with information after receipt of a Transaction Request enabling you to identify the Transaction, along with details of the amount of the Transaction in the currency used in the Transaction Request, our Service Fee, exchange rate and the date on which the Transaction Request was received.

3.8 We will attempt to provide Senders and Recipients with up to date information regarding the location and opening hours of our Service Providers by means of information on our website. However, you agree that WorldRemit shall not be held responsible for any inaccuracies that may appear in that information or any consequential loss which may result from incorrect or incomplete information.

3.9 For the purpose of the Payment Services Regulations 2017, the following fields either in totality or a subset thereof can be considered to be unique identifiers:

Bank Transfers

Bank Name

Branch Name

Account Number

Bank Code

Branch Code

IBAN

BIC (or SWIFT)

Account Type

Cash Pick Up

Payee Full Name

Mobile Money

Mobile Money Account Number

AirTime

Mobile Number

Door to door

Payee Full Name

Payee Address

Bill Pay

Biller Name

Biller Account Number

3.10 In the event you have provided us with an incorrect unique identifier in respect of a Transaction which falls under the Payment Services Regulations 2017 and your Transaction has been misdirected, you may make a written request for the full details of the Payee by contacting us using one of the channels listed at the end of these Terms and Conditions and we will provide you with such details to the extent required and permitted by law.

  1. YOUR OBLIGATIONS

4.1 You agree that:

4.1.1 you will not access, use or attempt to use the Service to provide any Instructions unless you are at least 18 years old, and that you have the legal capacity to form a binding legal contract in any relevant jurisdiction;

4.1.2 for each Transaction Request that you submit, you will pay us the Service Fee in addition to the Transaction Amount. Payment becomes due at the time that you submit your Transaction Request. To the maximum extent permitted by law, the Service Fee is non-refundable unless expressly stated in these Terms and Conditions. If you submit a Transaction Request that results in WorldRemit becoming liable for charges including but not limited to chargeback or other fees, you agree to reimburse us for all such fees;

4.1.3 we may apply a convenience fee for processing credit cards in certain jurisdictions at our discretion;

4.1.4 you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Service or any Instruction being conducted through the Service;

4.1.5 in connection with your registration and use of the Service, you will:

(a) provide us with true, accurate, current and complete evidence of your identity, and promptly update your personal information if and when it changes;

(b) provide us with any identity documentations as may be requested by us;

(c) provide us with details of one or more Payment Instruments;

(d) provide us with true, accurate, current and complete information as we indicate on the website is required to receive the Service and any other information which may be required in relation to the Recipient;

(e) provide us with:

(i) any other information that must be provided for a Transaction Request to be properly executed, as specified when you enter the details of the Transaction you are interested in on our website; and

(ii) such information relating to the Transaction as detailed in clause 5.4.

4.2 We do not accept any liability for loss or damages to you or any third party resulting from non-payment or delay in payment of a Payout Amount to a Payee or failure to perform an Instruction under the Service if you are in breach of your obligations listed in clause 4.1.

4.3 When you are using the Service under these Terms and Conditions, it is your responsibility to make sure all the details are accurate before submission. Once a Transaction Request has been received it is not normally possible to change any details of that Transaction Request. You will be given the opportunity to confirm Transaction Requests before submission and you must check the details carefully.

4.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay and the relevant exchange rate will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

4.5 When you pay a Transaction Amount in one currency and the Payout Amount is in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you. WorldRemit and its Service Providers usually make a small profit in these circumstances. We guarantee you the Payout Amount in local currency. The margin taken on foreign currency exchange covers our risk in guaranteeing this. If a Payee’s account is denominated in a currency other than the currency you instructed us to make payment in there may be delays, additional charges or different exchange rates. The Sender is therefore responsible for ensuring that the currency requested for the Transaction matches the currency of the account where the funds are to be delivered.

4.6 WorldRemit will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

4.7 You will only use the Service to send money to people that you know personally and not to pay for goods or services from third parties you do not know and trust. You acknowledge that WorldRemit may refuse to process your Transaction Request where we believe you are using the Service to purchase goods or services from third parties you do not know and trust or where we believe that the Service is being used, by you or the Recipient, in furtherance of fraudulent, illegal or Prohibited activities. If you choose to pay third parties for goods and services using the Service, you acknowledge that WorldRemit has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

4.8 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person. If you intend to submit an Instruction or receive a Transaction on behalf of a third person, you must first inform WorldRemit of your desire to do so and provide us with any additional information about the third person we may request in order that we may decide whether to permit the Instruction or Transaction.

4.9 In using the Service you will comply with these Terms and Conditions as well as any applicable laws, rules or regulations. It is a breach of these Terms and Conditions to use the Service to send Transaction Amounts: (i) to a Payee who has violated the Terms and Conditions, or (ii) in connection with illegal activity including but not limited to money-laundering, fraud and the funding of terrorist organisations. If WorldRemit reasonably believes you are using the Service in connection with illegal activity or for any fraudulent purpose, or are permitting a third party to do so, WorldRemit may report you to the appropriate legal authorities.

4.10 When using our website or the Service or when interacting with WorldRemit, with another user or with a third party, you will not:

4.10.1 breach these Terms and Conditions, or any other agreement between you and WorldRemit;

4.10.2 create more than one registration without our prior written permission;

4.10.3 provide false, inaccurate, or misleading information;

4.10.4 allow anyone else access to your registration details, and you will keep those details safe and secure;

4.10.5 refuse to provide confirmation of any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;

4.10.6 use an anonymising proxy (a tool that attempts to make activity untraceable); or

4.10.7 copy or monitor our website using any robot, spider, or other automatic device or manual process, without our prior written permission.

4.11 You acknowledge that nothing in these Terms and Conditions or in any other information provided by WorldRemit as part of the Service is intended to be, nor should it be construed to be, legal or other advice. If required, you agree to consult your own professional advisers as to the effects of English or foreign laws which may apply to the Service.

  1. OUR RIGHT TO REFUSE, SUSPEND OR CANCEL

5.1 We may refuse any Transaction Request, Payment Request or Transaction at any time for any reason (or cancel it where relevant). Notwithstanding this, we set out here some examples of when that may occur.

5.1.1 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions where we believe that the Service is being used, whether by you or the Recipient, in furtherance of illegal, fraudulent or Prohibited activities.

5.1.2 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions from certain Senders or to certain Payees, including but not limited to entities and individuals on restricted or prohibited lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transaction Requests would violate anti-money laundering or counter-terrorism financing laws and regulations. We may refuse to process a Transaction funded from certain Payment Instruments where we have reason to believe the security of the Payment Instrument has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Instrument.

5.1.3 We may, in our absolute discretion, refuse or cancel Transaction Requests or Transactions if WorldRemit believes you are using the Service to purchase goods or services from third parties you do not know or trust.

5.1.4 We may, in our absolute discretion, refuse or cancel Transaction Requests, Payment Requests or Transactions if:

(a) WorldRemit is unable to verify your identity;

(b) WorldRemit is unable to verify the identity of the Recipient;

(c) You do not comply with information requests pursuant to clause 5.4; or

(d) WorldRemit reasonably believes you are using the Service, or allowing it to be used, in breach of these Terms and Conditions or any applicable laws, rules or regulations.

5.2 Where WorldRemit has refused or cancelled a Transaction Request, Transaction or Payment Request, WorldRemit may also, at its discretion, temporarily or permanently suspend your Registration

5.3 Where WorldRemit temporarily or permanently suspends your Registration, or refuses or cancels a Transaction Request, Payment Requestor a Transaction in accordance with this clause 5, WorldRemit shall be entitled to retain any Service Fees already incurred.

5.4 In order to comply with our obligations under relevant laws, we reserve the right to ask for further information or evidence relating to the purpose of a Transaction.

  1. YOUR RIGHT TO CANCEL; REFUNDS

6.1 To the extent permitted by law, once we have received your Instruction, you do not have the automatic right to revoke it.

6.2 Notwithstanding clause 6.1 above, WorldRemit may, in its absolute discretion, or shall if required by law, attempt to cancel or recall your Instruction if you have informed us that you wish to revoke it. In some cases, WorldRemit may have initiated an irreversible request for funds to be paid out to your Payee by a Service Provider and therefore cannot guarantee cancellation will be successful. For successful revocations WorldRemit will normally refund your money, less any reasonable revocation, recall or tracing charges and any Service Fees already charged, within four (4) Business Days.

6.3 If you:

6.3.1 have any problems using the Service; or

6.3.2 are aware of any unauthorised or incorrectly executed Transactions;

you should contact us through the channels listed at the end of these Terms and Conditions without delay and in any event no later than 13 months after the date the Transaction Amount was debited, upon becoming aware of the unauthorised or incorrectly executed Transaction. A request for a refund must be submitted in writing (including by email) to one of the contact points listed at the bottom of these Terms and Conditions, giving the Sender's full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

6.4 If we have executed the Transaction in accordance with the instructions you have provided to us, and that information proves to have been incorrect, we are not liable for the incorrect execution of the Transaction. We will however make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so.

6.5 Where WorldRemit has executed the Transaction otherwise than in accordance with your Instruction, subject to clause 11.2, WorldRemit will refund the full amount debited. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations which may have occurred between the time you pay us the Transaction Amount and the time of credit.

6.6 Any refunds will be credited back to the same Payment Instrument used to fund the Transaction and in the same currency.

  1. AIRTIME TOP UP

7.1 To send Airtime Top Up, you agree to comply with and undertake the provisions set out in these Terms and Conditions and this clause 7.

7.2 The Airtime Top Up service shall only be provided to you by us in respect of the mobile phone operators available on the website, which are subject to change and availability.

7.3 You will be required to input the mobile phone number to which any Airtime Top Up is to be credited into the appropriate space on the website. It is your responsibility to ensure that you have correctly inputted the mobile phone number. You will then be required to select the amount of Airtime Top-Up that you wish to credit that mobile phone number with.

7.4 When sending an Airtime Top Up, you will be asked to enter the Payee’s phone number twice. This is a unique identifier required to ensure that Airtime Top Up is not sent to the wrong person because of a mis-typed number. However, if you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim or redirect the Airtime Top Up once the Transaction Request has been processed by us.

7.5 You are responsible for checking carefully with the Payee that you have their correct phone number.

7.6 The cost of Airtime Top Up will vary depending on the amount of Airtime Top Up that you wish to send to your friend or family member and according to the denominations displayed on the website.

7.7 The total amount (the Transaction Amount and our Service Fee) that you will be required to pay will be displayed clearly on the website before you are asked to confirm your Transaction and proceeding with the Transaction at this point is entirely optional.

7.8 A number of countries around the world have chosen to apply taxes to incoming Airtime Top Ups. When sending to a Payee in these countries, the corresponding deduction will be made from the Transaction Amount, meaning the Payee will get a lower amount of Airtime Top Up.

7.9 If the Payee you are sending to is in a country which does deduct taxes from Airtime Top Ups, you will see information about the rate on the WorldRemit service or App before completing the transfer.

7.10 The Airtime Top Up is typically sent within a few seconds by us to the mobile phone number you provide upon successful payment by you. Occasionally, there may be a short delay before the relevant mobile operator applies the Airtime Top Up to the mobile phone number e.g. due to congestion on the local mobile network. If you have questions about a longer delay, please contact customerservice@worldremit.com.

7.11 You agree and understand that we only act on your authorisation to send Airtime Top Up and the relevant mobile operator shall be solely liable to you and the Payee of the Airtime Top Up for the provision of mobile services related to the Airtime Top Up. Once the Airtime Top Up is sent to a mobile phone number, it cannot be refunded or removed from the phone. To stop this mistake from happening, we ask you to ensure that the number you have entered is correct.

7.12 You acknowledge that you will lose the right to cancel the Airtime Top Up once the Airtime Top Up service has been fully performed by us. Accordingly, you will have no right to request a refund under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.

7.13 Please note that WorldRemit has absolute discretion to limit the number of Airtime Top Ups that can be performed or the maximum value of Airtime Top Ups (the latter typically due to mobile operator restrictions) over a given period of time e.g. daily, weekly, monthly.

7.14 Other limits and exclusions related to Airtime Top Ups or the use of the website may be applicable. You will be notified through the website or by email of these additional limitations should they exist or come into existence.

  1. PAYMENT REQUEST

8.1 You agree that you will not send Payment Requests to strangers i.e. people you do not know personally.

8.2 You acknowledge that the Service may not be available, in whole or in part, in certain regions, countries, or jurisdictions.

8.3 We are not obliged to process any particular Payment Request. When you submit a Payment Request, you are requesting that we process the Payment Request on your behalf and consenting to us contacting the Sender for these purposes. You acknowledge and agree that, when we send a Payment Request by SMS text message to a Sender on your behalf, we may use the mobile telephone number associated with your account for this purpose (i.e. the Payment Request we send will show as being sent from your mobile telephone number). We may, in our sole discretion, choose whether or not to process that Payment Request, or impose limits on Payment Requests. In particular, we may, in our absolute discretion, refuse Payment Requests and/or suspend or cancel your account with us where (i) you are in breach of clause 4, (ii) we believe that the Service is being used, whether by you or the Sender, in furtherance of illegal, fraudulent or Prohibited activities, or (iii) we are required to do so by law (including applicable anti-money laundering and counter-terrorism legislation) or (iv) we are unable to verify either your identity or that of the Sender.

8.4 All Transactions that result from a Payment Request will be handled in accordance with these Terms and Conditions, which the Sender will need to accept prior to any Transaction proceeding.

8.5 Cancellation of Payment Requests. Once we have received your Payment Request, you may not cancel it. In such circumstances you would need to contact the Sender separately, and explain that you require the Payment Request to be treated as cancelled. Please therefore ensure that your Payment Requests are legitimate, accurate and complete.

8.6 Cancellation of Transactions. The cancellation of Transactions shall be governed by, and dealt in accordance with these Terms and Conditions. You shall assist and co-operate with us in relation to all cancellation requests we receive from Senders after a Transaction has been initiated following your Payment Request. You shall, upon request from us, promptly refund to us or a third party of our choice (including the Sender) all monies you receive from Transactions where we reasonably believe that such Transactions have resulted from your use of the Services in contravention of these Terms and Conditions.

  1. COLLECTION OF INFORMATION

9.1 Customer Identification Program. English law requires all financial institutions to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. We may therefore require you to supply us with personal identifying information relating to you and the Recipient and we may also legally consult other sources to obtain information about you and the Recipient.

9.2 Verification and Checks. We will verify your residential address and personal details in order to confirm your identity. We may also pass your personal information to a credit reference agency, which may keep a record of that information. Be assured that this is done only to confirm your identity, and that we do not perform credit checks and therefore your credit rating will be unaffected. We may also need to verify the identity of a Recipient in the same way. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998. By accepting these Terms and Conditions you authorise us to make any inquiries we consider necessary to validate the information that you provide to us. We may do this directly, for example by asking you for additional information, or requiring you to take steps to confirm ownership of your Payment Instruments or email address; or indirectly, for example by verifying your information against third party databases or through other sources.

9.3 Data Privacy Policy. You consent to our processing your personal information for the purposes of providing the Service, including for verification purposes as set out in this clause. You also consent to the use of such data to enable us and our authorised third parties to communicate with you, and for statutory, accounting and archival purposes, in accordance with the terms of WorldRemit's Privacy Policy. You acknowledge that you have read and consented to WorldRemit's Privacy Policy. The Privacy Policy can be found by clicking here.

9.4 Government Disclosures. We may be required by law to provide information about you, your use of the Service and your Instructions to government or other competent authorities as described in our Data Privacy Policy. You acknowledge and consent to us doing this.

9.5 WorldRemit may, as necessary in providing the Service, store all information required of a Recipient to prove his or her identity or associated with their specific Instruction. Such proofs may include a suitable form of valid, unexpired identification from a list of acceptable papers provided by the Service Provider, and/or a transaction tracking number, a personal identification number (PIN), a "password", a "secret word", or other similar identifiers.

  1. INTELLECTUAL PROPERTY

10.1 The WorldRemit website and the WorldRemit Service, the content, and all intellectual property relating to them and contained in them (including but not limited to copyrights, patents, database rights, trademarks and service marks) are owned by us, our affiliates, or third parties. All right, title and interest in and to the WorldRemit website and the Service shall remain our property and/or the property of such other third parties.

10.2 The WorldRemit website and the WorldRemit Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the WorldRemit website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the WorldRemit website, the WorldRemit Service or any portion thereof for any public or commercial use without our express written permission. You may not: (a) use any robot, spider, scraper or other automated device to access the WorldRemit website or the WorldRemit Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the WorldRemit website (or printed pages of the website). The name “WorldRemit” and other names and indicia of ownership of WorldRemit's products and/or services referred to on the WorldRemit website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy or reproduce them in any way.

  1. WARRANTIES AND LIABILITY

11.1 Where we have materially breached these Terms and Conditions causing a Sender loss, we will refund the Sender the Transaction Amount and the Service Fee.

11.2 If a Transaction is delayed or fails, or if an executed Transaction is not authorised, you may have a right to receive a refund or compensation under laws relating to the provision of international money transfer services. In the case of any unauthorised or incorrectly executed Transaction, any such right may be prejudiced if you do not notify us of the unauthorised or incorrectly executed Transaction without delay, or in any event within thirteen months after the debit date. We will provide you with the further details of your rights to a refund or compensation if you contact us using the contact details at the end of these Terms and Conditions.

11.3 Any claim for compensation made by you must be supported by any available relevant documentation.

11.4 If any loss that you suffer is not covered by a right to payment under the laws referred to in clause 11.2, we will only accept liability for that loss up to a limit which is the greater of: (a) the amount of any Service Fee and (b) €500, unless otherwise agreed by us in writing. The cap on our liability only limits a claim for loss arising out of any single Transaction or series of related Transactions, or (if a loss does not arise out of a Transaction or related Transactions) any single act, omission or event or related acts, omissions or events. This means that if, for example, you suffer loss by reason of our failure to perform our agreement with you under two unrelated Transactions, you might be able to claim up to €1,000.

11.5 We do not, in any event, accept responsibility for:

11.5.1 any failure to perform the Service (e.g. your Instruction) as a result of circumstances which could reasonably be considered to be due to abnormal and unforeseen circumstances or outside our control or due to our obligations under any applicable laws, rules or regulations;

11.5.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages you send to us;

11.5.3 any losses or delays in transmission of messages arising out of the use of any internet or telecommunications service provider or caused by any browser or other software which is not under our control; or

11.5.4 errors on the website or with the Service caused by incomplete or incorrect information provided to us by you or a third party.

11.6 Nothing in this clause 11 shall (a) exclude or limit liability on our part for death or personal injury resulting from our negligence; or (b) exclude our liability for fraud.

11.7 Where you are sending a Transaction Amount to a Payee who is not registered with us, you agree to accept the provisions of this clause 11 not only for yourself, but also on behalf of the Payee.

11.8 Your relationship is with WorldRemit only. You agree that no affiliate or agent of WorldRemit owes you any duty of care when performing a task which would otherwise have to be performed by WorldRemit under its agreement with you.

11.9 You understand and acknowledge that you are liable for all losses incurred in respect of an unauthorised Transaction or Instruction or any other unauthorised use of the Service, where you have acted fraudulently or negligently and you agree to be responsible for and hold harmless WorldRemit, our subsidiaries, affiliates, officers, directors, employees, agents, independent contractors, advertisers, partners, and co-branders from all loss, damage, claims, actions or demands, including reasonable legal fees, arising out of your use or misuse of the website or Service, all activities that occur under your password or account e- mail login, your violation of these Terms and Conditions or any other violation of the rights of another person or party.

  1. USE OF THE APP

12.1 In consideration of you agreeing to abide by these Terms and Conditions, we grant you a non-transferable, non-exclusive licence to use the App, subject to these Terms and Conditions, our Privacy Policy and the applicable app-store terms (incorporated into these Terms and Conditions by reference) as may be amended from time to time. We reserve all other rights.

12.2 Except as expressly set out in these Terms and Conditions or as permitted by any local law, you agree:

12.2.1 not to copy the App (except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security); and

12.2.2 not to rent, lease, sub-license, loan, alter, translate, merge, adapt, vary or modify the App.

12.3 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.

12.4 We only supply the App for domestic and private use. You agree not to use the App for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Specifically (but without limitation), we do not accept any liability for loss or damages to you or any third party resulting from any delay in us processing an Instruction or refusal by us to execute a Transaction pursuant to these Terms and Conditions.

12.5 The App is provided to you free of charge and as a result no representations, conditions, warranties or other terms of any kind are given in respect of the App, and all statutory warranties and conditions are excluded to the fullest extent possible under applicable law.

12.6 In relation to your use of the App, we do not, in any event, to the extent permitted by law, accept responsibility for:

12.6.1 any failure to perform the Services, or any losses or delays in the transmission of messages, due to circumstances outside our control or due to our obligations under any applicable laws, rules or regulations;

12.6.2 malfunctions in communications facilities which cannot reasonably be considered to be under our control and that may affect the accuracy or timeliness of messages we send to one another;

12.6.3 errors in the App or with the Service caused by incomplete or incorrect information provided to us by you or a third party; or

12.6.4 any loss or damage you suffered by you as a result of you using our App on a ‘jailbroken’, ‘rooted’ or otherwise modified device.

  1. ELECTRONIC COMMUNICATIONS

13.1 You acknowledge that these Terms and Conditions shall be entered into electronically, and that the following categories of information ("Communications") may be provided by electronic means:

13.1.1 these Terms and Conditions and any amendments, modifications or supplements to it;

13.1.2 your records (e.g. of transactions) through the Service;

13.1.3 any initial, periodic or other disclosures or notices provided in connection with the Service, including without limitation those required by law;

13.1.4 any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Service; and

13.1.5 any other communication related to the Service or WorldRemit.

13.2 The Service does not allow for Communications to be provided in paper format or through other non-electronic means. You may withdraw your consent to receive Communications electronically, but if you do, your use of the Service shall be terminated. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.

13.3 In order to access and retain Communications, you must have or have access to the following:

13.3.1 an internet browser that supports256 – bit such as Internet Explorer version 8.0 or above;

13.3.2 an e-mail account, e-mail software capable of interfacing with WorldRemit's e-mail servers and the capability to read e-mail from WorldRemit, and a device and internet connection capable of supporting the foregoing; and

13.3.3 sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or

13.3.4 a printer that is capable of printing from your browser and e-mail software.

13.4 In addition, you must promptly update us with any change in your email address by updating your profile at https://www.worldremit.com.

  1. TERMINATION

14.1 You may terminate these Terms and Conditions on one month’s written notice. We may terminate these Terms and Conditions upon two months’ notice, except as provided for in clause 14.2.

14.2 We may terminate these Terms and Conditions with immediate effect if you:

14.2.1 become, or we reasonably believe or become aware you are likely to become, insolvent or are declared bankrupt;

14.2.2 are in breach of any provision of these Terms and Conditions;

14.2.3 use the Service or the website in a way that is disruptive to our other customers, or you do anything which in our opinion is likely to bring us into disrepute;

14.2.4 through any means of communication intimidate, harass or threaten WorldRemit or its employees with violence, property damage or any other offensive, indecent or hateful material;

14.2.5 breach or attempt to breach the security of the website (including but not limited to: modifying or attempting to modify any information; unauthorised log-ins, unauthorised data access or deletion; interfering with the service, system, host or network; reverse engineering of any kind; spamming; hacking; falsifying data; introducing viruses, Trojan horses, worms or other destructive or damaging programs or engines; or testing security in any way); or

14.2.6 are, in WorldRemit’s reasonable belief, using the Service in connection with fraudulent, illegal or Prohibited activity, or permitting a third party to do so.

  1. COMPLAINTS

15.1 If you wish to make a complaint about any aspect of the WorldRemit service, please send your complaint in writing to the address shown on the Contact Us page of our website or by email to customerservice@worldremit.com.

15.2 We will acknowledge receipt of your complaint within 2 Business Days. We will investigate your complaint and come back to you with the results of our investigation no later than 7 Business Days after the receipt of our acknowledgement of your complaint.

15.3 If you are not satisfied with the manner in which we have dealt with your complaint, or the outcome, then you may refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, Tel No 0800 0234 567, Email: complaint.info@financial-ombudsman.org.uk.

  1. GENERAL

16.1 Governing law: this Agreement will be governed by English law and the parties submit to the exclusive jurisdiction of the English Courts.

16.2 No Waiver: The failure of WorldRemit to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision.

16.3 Modification: We may modify these Terms and Conditions from time to time without notice to you, except as may be required by law. You can review the most current version of the Terms and Conditions at any time by reviewing the website. You may terminate your use of the Service if you do not agree with any modification or amendment. If you use the Service after the effective date of an amendment or modification, you shall be deemed to have accepted that amendment or modification. You agree that you shall not modify these Terms and Conditions and acknowledge that any attempts by you to modify these Terms and Conditions shall be void.

16.4 Entire Agreement: This agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this agreement.

16.5 Severability: If any provision of the Terms and Conditions is found by an arbitrator or court of competent jurisdiction to be invalid, the parties nevertheless agree that the arbitrator or court should endeavour to give appropriately valid effect to the intention of the Terms and Conditions as reflected in the provision, and the other provisions of the Terms and Conditions shall remain in full force and effect.

16.6 Any external links to third-party websites on the website are provided as a convenience to you. These sites are not controlled by us in any way and we are not responsible for the accuracy, completeness, legality or any other aspect of these other sites including any content provided on them. You access such websites at your own risk.

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Security

We take security very seriously at WorldRemit and we work hard, using state-of-the-art security measures, to make sure that your information remains secure. The WorldRemit Service is a safe and convenient way to send money and/ or Airtime Top Up to friends and family and to other people that you trust.

However, we do advise you to consider very carefully before sending money to anyone that you do not know well. In particular, you should be very cautious of deals or offers that seem too good to be true - they may be scams. If you are aware of anyone or any entity that is using the Service inappropriately, please email us. Similarly, if you receive any emails, purporting to be from WorldRemit, which you suspect may be "phishing" (fake) emails, please forward the email to us at customerservice@worldremit.com.

Contact Information

Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows:

online at https://www.worldremit.com/en/contact-us/;

by email to customerservice@worldremit.com;

by telephone at +44 (0)20 7148 5800;

by fax at +44 (0)20 7148 6119; or

or by post to: WorldRemit, attn: Customer Service, WORLDREMIT Ltd, 2nd Floor, 62 Buckingham Gate, London, SW1E 6AJ.