IMPORTANT NOTICE: this Agreement is not a solicitation of WorldRemit’s services and WorldRemit is not targeting any country/region or marketing through this Agreement. However, you may receiving marketing communication from us, where we are permitted to do so and where you have consented for WorldRemit to do so but such marketing communications shall not ask you to use any regulated financial services that we are not regulated or permitted to provide in your country. WorldRemit does not provide a money transfer service from, or electronic money or any other regulated financial services in, your country.
- CONTRACT FORMATION AND OVERVIEW
1.1 These terms and conditions ("Terms and Conditions") govern the terms under which you can use our Transfer Tracking App.
1.2 These Terms and Conditions, together with any other bespoke FAQs or terms of service which you will be required to agree to in relation to specific services, form your agreement with us for use of the Transfer Tracking App (the "Agreement").
1.3 By accessing, registering with and using the Services, you agree to be bound by the terms of the Agreement.
1.4 The language of the Agreement is English, and all services 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 the services described in the Agreement.
1.8 This Agreement will be treated as coming into effect on the date you sign up to our Transfer Tracking App and will continue for an indefinite period, until terminated by you or us.
In these Terms and Conditions:
“Business Day” means any day on which we are open for business for the provision of the Services.
"Local Taxes" means any taxes or charges payable in your country.
"Portal" means any app (including without limitation the Transfer Tracking 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 a person who sends money or airtime top-ups to you using WorldRemit money transfer services.
"Services" means the Transfer Tracking App and any other service provided in your country by us to you from time to time.
"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 third-party service provider who we work with to provide the Services to you.
"Transfer Tracking App" means the WorldRemit proprietary Transfer Tracking app which is available for download and that will give you access to the service functionalities as made available by us to you from time to time.
"Website" means our public website.
- 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 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.
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; 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.
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;
(b) not sharing those details with anyone else; 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 not use the Portal 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.
3.8 When using the Portal 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.
3.9 If you have any problems using the Portal or our Website, you should contact us without delay through the channels listed at the end of these Terms and Conditions.
3.10 If you suspect or become aware that the details that you use to access the Portal 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.
3.11 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 or a security threat affecting the Portal.
3.12 We work with various third party outlets (including but not limited to banks) to make funds available to you via methods such as bank deposit and cash collection, or any other methods as we may make available from time to time. We will use reasonable endeavours to provide current information on our Portal about the location, availability and hours of operations of these third party outlets. However, such information may be subject to change without the knowledge of WorldRemit and we shall not be responsible or liable for any inaccurate or incomplete information regarding third party outlets.
3.13 Where a cash pick-up has been selected as a pay-out method, you will be required to verify your identity upon collection which may include but may not be limited to producing a government issued form of photo identification and relevant transaction ID. You should contact the relevant cash pick-up location in advance to confirm what information and documents you need to provide at collection. WorldRemit, shall not be responsible for any failure on your part to provide the required documents and information needed.
3.14 Where a cash pick-up has been selected as a pay-out method, it will be held at the collection point for up to a maximum of 60 days. After which it will be returned to the Sender. You should contact the relevant cash pick-up location in advance to confirm how long the cash will be held for you. WorldRemit shall not be responsible for any transfer that is returned to the Sender, due to your failure to collect within the relevant timeframe.
3.15 If: (a) you believe that a payment made to you in error (for example you are not the intended recipient of a payment or the payment amount was incorrect) you must contact the Sender and us immediately through the channels listed at the end of this Agreement; or (b) 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 or correct any error made in the payment. 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).
3.16 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.
3.17 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.
- COLLECTION OF INFORMATION
- INTELLECTUAL PROPERTY
5.1 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 Services and our Website will remain our property and/or the property of such other third parties.
5.2 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).
5.3 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.
6.1 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 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;
(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.
(j) any errors or issues with receipt of any payment to you from a Sender, including but not limited to, a late payment or an incorrect payment.
6.2 Nothing in this clause 6 excludes or limits liability on our part for death or personal injury resulting from our negligence, or for fraud.
6.3 Save 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 and/or our Website which is in breach of your Agreement with us.
- USE OF THE PORTAL
7.2 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.
7.3 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.
7.4 We can stop or block your access to and use of the Portal if:
(a) you have notified us, or we reasonably believe, that the details you use to access the Portal 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.
- ELECTRONIC COMMUNICATIONS
8.1 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 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.
8.2 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.
8.3 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.
8.4 In addition, you must promptly update us with any change in your email address by updating your profile on the Portal or at https://www.worldremit.com.
- CHANGES TO THE AGREEMENT
9.1 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 fee or charge (by giving you prior notice); or
(d) increasing, decreasing or abolishing an existing fee or charge.
9.2 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; or
(f) to make the terms clearer or fairer to you, or to benefit you.
9.3 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.
9.4 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.
9.5 Except in the situations explained in clause 9.6, we will give you personal notice of the change two (2) months prior to the change where we make a change to your disadvantage. In this circumstance, you can ask us to terminate this agreement 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.
9.6 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 terminate this agreement 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; or
(b) 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.
9.7 In the case of all other changes apart from those set out in clauses 9.5 and 9.6, 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.
10.1 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.
10.2 We can terminate the Agreement upon two months’ notice, except as provided for in clause 10.3 or clause 10.4.
10.3 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, our Website 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.
10.4 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.
10.5 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.
11.1 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.
11.2 We will acknowledge receipt of your complaint promptly. We will investigate your complaint and come back to you with the results of our investigation as soon as reasonably practicable after the receipt of our acknowledgement of your complaint.
12.1 This Agreement, and our communications with you prior to you entering into this Agreement, will be governed by English law and the courts of England and Wales will have exclusive jurisdiction over any disputes arising.
12.2 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
12.3 You cannot transfer any of your rights under this Agreement to any other person.
12.4 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.
12.5 This Agreement constitutes the entire agreement between the parties and supersedes all prior understandings or agreements relating to the subject matter of this Agreement.
12.6 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.
12.7 Any external links to third-party websites on our Portal or 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.
12.8 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.
12.9 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 10.