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.
- 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.
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.
- 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
BIC (or SWIFT)
Cash Pick Up
Payee Full Name
Mobile Money Account Number
Airtime Top Up
Door to door
Payee Full Name
Biller Account Number
- 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.
- 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.
- 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.
- 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 us here.
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.
- 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.
- 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.
9.5 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.
- 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.
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.
- USE OF THE PORTAL
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.
- 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.
- 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.
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.
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.
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: firstname.lastname@example.org. Alternatively, you can submit your complain online through the European Commission's Online Dispute Resolution Platform, at http://ec.europa.eu/consumers/odr
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.
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 here.
Questions, notices, and requests for refunds or further information should be sent to WorldRemit, as follows: