Currency Online Group - Terms & Conditions

Last Updated – April 2024

Currency Online Group is a trading name of Travel Online Group Ltd (Company Number: 10070574)

Definitions:

· “Website” means the website from which the Company advertises and trades.

· “Company”, “Currency Online Group Ltd”, “COG”, “Travel Online Group Limited” (sometimes referred to as “we” or “our” or “us”) means Travel Online Group Ltd whose registered offices are at 3rd Floor Regus, The News Building, 3 London Bridge Street, London, SE1 9SG.

· “Client/ Customer” (sometimes referred to as “You”) shall mean the person, firm, or organisation to which the Company provides services for the purchase or sale of currencies for physical delivery only that uses these services having agreed to these terms and conditions.

· “Payment Date” means the date agreed at inception of the transaction between the Client and the Company, which is specified on the order when the Client must deliver his funds to the Company to ensure that the Company can attempt to meet the agreed Delivery Date for the Client’s purchased currency.

· “Delivery Date” means the date which the Client prefers to have the currency funds they have purchased dispatched to them.

· “Business/ Working Day” means from 09:00am to 17:00pm from Monday to Friday, excluding Saturdays, Sundays and any Bank Holidays.

· “Currency” means the currency purchased at the agreed exchange rate.

· “Contract” means the formal contract entered into between the Client and the Company for the foreign exchange transaction to buy/ sell Currency at the quoted exchange rate on the dates quoted and to make the payment set out therein on and subject to these Terms & Conditions.

· “Suspicious Transactions” means a transaction that raises an unconfirmed belief where there are circumstances to suggest to a reasonable individual that a person might be money laundering. It includes any activity which does not fit with the normal course of business.

· “Data Protection Law” means the General Data Protection Regulation (Regulation (EU) 2016/679)

· “Data Subject” means an identified or identifiable natural person.

· “Personal Data” means any information relating to an identified or identifiable natural person.

· “Process/ Processing/ Processed” means any operation or set of operations performed on Personal Data, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission or otherwise making available, alignment or combination, restriction, erasure or destruction.

Section 1: Terms & Conditions for Currency Delivery by Post

Agreement - By accessing, using or browsing the Website, or ordering Currency either from the Website or by telephone, you confirm that you are over 18 years old and have read and understood these terms & conditions and agree to be bound by them and to comply with all applicable laws, rules and regulations.

The Client has agreed with the Company that each transaction shall be carried out on the Terms & Conditions as set out below and Personal Data will be processed in accordance with our Privacy Policy. https://currencyonlinegroup.com/privacy-policy

1. Money Laundering Regulations

2. Ordering Travel Cash by Post

3. Payment

4. Cancellation and Refunds

5. Denomination Requests

6. Delivery

7. Confidentiality

8. Indemnity

9. Exclusion

10. Complaints

11. Disclaimer

12. Copyright

13. General

14. Privacy

15. Force Majeure

16. Governing Law & Jurisdiction

1. Money Laundering Regulations

The Company is licensed for Bureau de Change business with H.M Revenue & Customs (HMRC) under licence number XDML00000100454.

The Company reserves the right at all times to refuse to process any Currency orders at any stage.

The Company has a legal obligation to report to HMRC and/or the National Crime Agency any and all Suspicious Transactions.

The regulations require the Company to monitor any unusual or suspicious transactions of any size taking place where the Company believes the money is derived from illegal activity.

The Company reserves the right to request relevant information from a Client at any time, or level of trading, to comply with the Companies Due Diligence and Anti Money Laundering regulations. Such information may include – but is not limited to – certified photographic identification, a proof of address and a source of funds.

Acceptable forms of identification include a valid passport or driving licence.

Acceptable forms of a proof of address need to show clearly the Clients name and UK address and may include – but is not limited to:

· Valid UK full photocard driving licence.

· Council tax bill dated within the last 3 months.

· Tenancy agreement, from a local council or a recognized letting agency dated within the last 3 months.

· A bank, building society, or credit union statement, dated within the last 3 months.

· Mortgage statement from a recognised lender, dated within the last 3 months.

· Utility bill – gas, electricity, or water, dated within the last 3 months.

· Telephone bill, dated within the last 3 months.

The Company may be required to ask the Client to provide a source of funds as part of our enhanced due diligence checks. You agree that you will have the source of funds available and provide to us the necessary documents to prove these, should we so request them and further agree that your failure to do so to our satisfaction may result in the cancellation of your transaction at your own cost. Should you fail to provide the necessary evidence within 7 days, then we reserve the right to cancel the transaction as having failed the Anti Money Laundering process.

Should the order fail the Anti Money Laundering checks, then we reserve the right to cancel the transaction as per our cancellation policy.

HM Government publish and update a list that can be viewed here: https://www.legislation.gov.uk/uksi/2021/1218/regulation/2/made

This contains a list of countries that if you choose to travel to, may require us to undertake further due diligence checks. We recommend that you check this list prior to ordering with us.

You must provide all the requested information for us to process the order if necessary. We reserve the right to request further information from you should it be required, at any time. You agree that we may take reasonable steps to verify your identification and you acknowledge and agree that we may elect not to do business with you for any reason, at our absolute discretion.

2. Ordering Currency by Post

When placing an order, you warrant that you are acting on your own behalf, for a genuine reason and the currency you wish to buy or sell is legally and beneficially yours, has not been obtained illegally, nor in any way contrary to the rights of the legal owner and is not tainted in anyway by

criminal activity. You also warrant to us that the information that you provide to us is true and accurate in all respects and that you will not withhold any material information from us and you will provide us with any information that we may reasonably require. Neither your placement of an order, our acknowledgement or receipt of your request for currency, or our receipt of your payment, constitute acceptance of your order. Acceptance of an order is only declared by us upon dispatch of the Currency to you. Orders can be placed via the website any time, but will only be processed during the Companies working hours of 09:00am to 17:00pm Monday to Friday – excluding bank holidays in England. Any order placed outside working hours will be processed during working hours on the next working day.

3. Paying for Currency by Post

Payments can be made via bank transfer or debit card. We do not accept credit cards, cheques or cash deposits into our bank. Should you attempt to, or be successful in making a payment to us by cheque or cash, the payment will be held until arrangement is made to return the funds and your currency order will not be processed.

Our website currency rates are indicative only and we are not bound by them. We reserve the right to adjust the rate should the market fluctuate more than 1% within 1 working day of it being ordered. Your payment must reach us as cleared funds within 48 hours of placing your order in order for us to secure the rate at the time of ordering. We reserve the right to amend your order to the rate on the day of receipt should your funds not reach us within 2 working days of the order being placed. In instances where a Bank Holiday is between your order date and your payment date, we will allow extra time equivalent to the holiday period.

Orders under the total value of £300 will incur a £10 postage fee. Orders with a total value between £300 and £750 will incur a £5 postage fee. Orders with a total value over £750 are free postage.

For debit card payments, there is a minimum ordering value of £1’000.00. We only accept UK based debit cards. We do not accept corporate debit cards.

Payments made by bank transfer can be processed any time by the Client via their bank, but will only be processed by the Company during the working hours of 09:00am to 17:00pm Monday to Friday – excluding bank holidays in England. Any bank transfer payments made outside working hours will be processed during working hours the next working day.

3.1.Unidentifiable Payment Receipts - When making payment, you must put your order number as the payment reference to enable us to identify the funds upon receipt. Failure to do so may delay the order being processed. We must be able to clearly identify the remitter of the payment to us. Payment should be made from the bank account in the name of the person ordering the funds. If payment is made from any other account, then understand that a delay may occur due to us needing to identify the remitter. The exchange rate may then be amended to whatever it is on the day the funds are identified.

3.2.Shortages on Payments -Orders that are not paid in full may be held and not dispatched until the full amount is received. Or in the interest of convenience and logistics, we reserve the right to adjust the order to the nearest bill denomination where possible and settle the order if it is an amount considered nominal by us on the day. We shall endeavour, but do not warrant to advise you of any shortfall.

4. Cancellation and Refund Policy for Travel Cash by Post

The Company reserves the right to cancel any order at any time for any reason. In the event of the Company cancelling an order, the Client will be reimbursed up to the full amount paid, or in some instances may be asked to complete a recall request by their own bank.

Once a Client has entered into a contract (ordered and paid) with the Company for the currency, the order can only be cancelled by the Client if they contact us before the order has been dispatched. Should a client request cancellation of their order/s a fee of £10.00 may be applied per order, plus the costs of reversing the foreign exchange transaction. Should the cancellation relate to a multi-currency order the charges may be applied per currency cancelled. The exchange rate used will be our prevailing buyback rate on the day of cancellation.

In order to cancel an order, the Client will need to contact the Company at [email protected] or call on 0203 718 3143. The Company will need to be notified of any cancellation requests before mid-day of the day the order is being dispatched – i.e the day before delivery is due. The refund can be made using the same method of payment the order was made with. Your bank does not provide us with details of the account you paid us from, therefore we will require evidence from you of the payment, along with the sort code, account number and name to effect any refund. If done by debit card, the refund process usually takes 1-5 working days, but may take up to 20 working days, depending on the time taken by the Clients card issuer.

If the Client attempts to cancel the order after it has been dispatched, we cannot refund the order. Should you receive currency that you no longer require, you may then return it to us to our postal address via Royal Mail Special Delivery at your own cost. Once received, wherever possible, we will refund you the full amount, however we reserve the right to buy the currency back in at a modified rate depending on how long the currency takes to come back to us, and any rate movement incurred. The client warrants that under no circumstances shall they instruct a chargeback upon the payment made to the company by using their card without first submitting a formal complaint and receiving a “Final Response” to the complaint. The client understands that in this circumstance the card issuer will then make their own decision as to whether a chargeback instruction can be upheld. Any upheld chargeback does not prevent the company from seeking financial remedy directly from the client. We are prohibited from supplying to you or buying from you any currency in connection with the following industries; crypto, gambling, firearms or production of adult content industries. Should you continue to place an order involving any of these industries for either buying or selling, your order will be cancelled in line with our terms and conditions.

5. Denomination Requests for Travel Cash by Post

The Company will endeavour to ensure that any denomination requests are supplied to the Client, however, the Company reserves the right to supply the currency in any denominations it has available.

6. Delivery of Travel Cash by Post

All deliveries are made to the address you specify and confirmed once our due diligence address checks are complete. Any requests to amend the delivery address must be made via email before the order has been dispatched. Upon receiving such a request it will still be necessary for us to conduct any further checks needed. The Client understands that a delay in processing may occur whilst these checks are being made. The Company does not recommend delivery to a business/charity/organisation address, but will do so upon request, if the relevant proof is given by the Client.

Any person at the delivery address given, can receive the package. The Company cannot be held responsible for any fraudulent acts committed by a third party.

The Royal Mail Special Delivery service is used for all postal orders, which the Royal Mail states as guaranteed next day delivery. However, the Company cannot be held responsible for any delivery delays caused once the order has been dispatched, as they can and do happen. The Company itself does not guarantee next day delivery or guarantee that your required delivery date will be met in any way, but will do everything within its power to make sure this happens.

As the carrier of the item the Royal Mail are responsible for the delivery and the Client accepts that the responsibility for this has been assigned and transferred from the Company to the Royal Mail once the item has been dispatched.

Royal Mail may not ask for a signature at the point of delivery, as GPS tracking is used and considered safe and confirmed as delivery to the address given on the package.

The Company will not be liable for any issues, expenses, or costs arising from the delivery not being made on the date required.

All orders are insured to the maximum amount in case of loss or damage. The Company uses Royal Mail’s own insurance for Special Delivery packages which covers all packages up to £2’500 worth of value. For any packages with value of more than £2’500, the Company will use an independent insurer to cover any loss or damage.

You accept that any failed deliveries or lost packages will not be immediately refunded but dealt with under the terms of the Royal Mail’s own investigation. Once their investigation and our subsequent insurance claim on your behalf (where appropriate) is complete, only then will any refund be payable. The period between expected delivery date and for us to instigate a claim is a minimum of 5 working days and the Royal Mail then require a period of up to 30 business days to investigate and complete any failed delivery investigations and respond.

Should the Royal Mail reject the insurance claim made after their investigation has been complete, you understand that a refund will not be made and accept that their ruling is final in all forms. By rejecting your claim of non-delivery, Royal Mail is confirming to both the Client and the Company that the package has been delivered. At this point any further dispute is a matter between the Client and the Royal Mail as the Company has completed its contractual obligations. The Royal Mail ombudsman may be able to assist you should this event occur.

Please refer to the Royal Mail’s own terms and conditions in the link provided here for further information https://www.royalmail.com/terms-and-conditions

The Company recommends orders are placed at least 2 working days in advance of the Client needing the currency, in case of any delays with the Royal Mail Special Delivery service.

Where the requested delivery date falls on a Monday, the package will be dispatched on the Friday prior, as the Royal Mail do not collect from the Company on weekends. As per Royal Mail protocols, in the odd circumstance, this may result in the package being delivered on the Saturday prior to your delivery date.

You can request Saturday delivery at an extra charge of £2. However, as is the case with every other day, even if the order is processed and dispatched in good time by the Company, the Company cannot be held responsible for any delays resulting in late delivery of the package. In the event of late delivery, the £2 fee is non-refundable.

7. Confidentiality

The Client agrees that the Company may carry out any check as to the Client’s financial status as the Company shall deem fit. The Client accepts that the Company will attempt to verify the Client’s identity by checking the details supplied against those held on specific databases that the Company has access to; i.e. the Electoral Register and fraud prevention agencies. A record of this process will

be kept that may be used to help other companies to verify the Client’s identity. The Company may also pass information to organisations involved in fraud prevention to protect the Company and other clients from theft and fraud. If the Client supplies false or inaccurate information and the Company suspects any fraudulent activity, the Company will record this and share this information with other organisations.

8. Indemnity

The Client shall be responsible for paying any legal fees or costs that are incurred in connection with the enforcement of these terms and conditions, or legal fees incurred in connection with any dispute or difference arising under this agreement that is resolved in favour of the Company.

9. Exclusion Clause

The Company excludes all liability for any claim arising from any act undertaken for the Client, unless the Client can prove that the Company caused the Client to suffer a loss. When determining if the Company has caused the Client to suffer loss, the Client accepts the actions of intermediaries not employed by the Company are the actions of third parties. The Company will not be responsible for any loss caused by a third party. This does not affect the Client’s statutory rights.

The Company will make every effort to process orders without any delay. However, delays can sometimes happen due to technical problems or matters out of our own control. On such occasions, the Company will make every effort to deliver the order as soon as is possible.

If the Company is deemed to be in breach of its own obligations set out in these terms and conditions, the Company will only be liable for the direct losses the Client incurs. ‘Direct losses’ are classed as the value of the currency purchased, pursuant to any contract. The Client accepts that this is a reasonable pre-estimate of the loss you may suffer resulting from any breach by the Company of the obligations laid out in these terms and conditions.

10. Complaints Policy

Should the Client wish to make a complaint regarding any aspect of Currency Online Group’s service, they can send an email to [email protected] where it can be escalated and handled appropriately.

11. Disclaimer

None of the information contained in this website constitutes, nor should be construed as financial advice. The Company provides information attempting to achieve accuracy, but this cannot be guaranteed.

The Company does not warrant this site’s contents and exclude any implied warranty, in particular relating to exchange rates, market prices and data. The Company is showing rates as an indication only. All information is given with the proviso that while we give an indication of today’s rates, we will not be held responsible for any human or machine error that causes a wrong rate to be published.

In the event of an incorrect rate quoted on any order, we will contact you to advise the correct rate and amend the order accordingly. You can then confirm if you wish to proceed with the amended order. Neither the Company, nor any entities from which they receive information, nor any entities with which their site is linked, shall be liable for any investment or other decisions made on the basis of the information provided.

12. Proprietary Rights and Copyright

The contents of this website are protected by copyrights, trademarks, patents and/or any other proprietary rights and laws. No part of this website can be reproduced without prior written consent.

13. General

Any telephone calls between the Company and the Client may be recorded, in which case the recordings will be accepted by the Client as evidence of the instructions or communications recorded.

The Client, by accepting these terms and conditions, acknowledges and accepts that evidence of any such recordings may be referred to by the Company in respect of any dispute or difference between the parties.

The terms and conditions of this Agreement are the conditions in force at the date of this Agreement and shall not be superseded, amended or varied in any way whatsoever without the written consent of the Company.

No representation made orally by the Company, its servants or agents shall be binding upon the Company or shall form part of this Agreement, unless they are agreed in writing by a Director of the Company.

Your obligations under these terms and conditions may not be assigned or transferred in any way to any other party. We shall have the right at any time to transfer and assign our rights under these

terms and conditions to any other party as we deem fit. Any delay or failure on our part to exercise our rights shall in no way amount to or be deemed as a waiver or giving up of such rights by us, nor shall it prejudice any of our other rights under these terms and conditions.

A person who is not a party to the Trading Agreement has no rights under the contracts (Rights of Third Parties) Act 1999 to enforce any term of the Trading Agreement but this does not affect any right or remedy of a third party which, exists or is available under that Act.

Should any of these terms and conditions be deemed to be unenforceable or illegal, the remainder of the terms and conditions shall remain in full force and effect as if the unenforceable or illegal part has been removed. Should any of these terms and conditions be in conflict with any other documentation or information that we have provided to you in connection with any order, then these terms and conditions shall have priority unless specifically agreed by us in writing that such other documentation and information shall have priority in whole or in part.

14. Privacy - Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy

15. Force Majeure

We cannot accept liability for delay or non-fulfilment of any of the terms and conditions caused by force majeure, rioting, strike action, protest, war, lock-out, accident, fire flood, heavy snowfall, financial or banking collapse, network outage, power blackout, acts of terrorism or any other cause outside of our reasonable control.

16. Governing Law and Jurisdiction

These terms and conditions and any disputes or claims arising out of, or in connection with them shall be governed by and construed in accordance with the laws of England and Wales and the English Courts shall have jurisdiction over any such dispute.

Section 2: Terms & Conditions for Currency Buy Back by Post

Agreement – When placing an order, you warrant that you are acting on your own behalf, for a genuine reason and the currency you wish to buy or sell is legally and beneficially yours, has not been obtained illegally, nor in any way contrary to the rights of the legal owner and is not tainted in anyway by criminal activity. The Client agrees that the information provided to us is true and accurate in all respects and that no material or information that the Company may reasonably require may be withheld.

By accessing, using, or browsing the Website, or ordering Currency either from the Website or by telephone, you confirm that you are over 18 years old and have read and understood these terms & conditions and agree to be bound by them and to comply with all applicable laws, rules and regulations.

Our Currency Buy Back by Post service is intended for use by people in the United Kingdom. You must be the rightful owner of the banknotes you want to exchange, or you must have permission from the rightful owner to exchange them.

By agreeing to the following terms and conditions, you agree that we may undertake appropriate checks to verify your identity. We reserve the right to decline any order, if we cannot verify your identity or for any other reason at our discretion.

Content:

1. Authenticity

2. Completion of a Currency Buy Back by Post Order

3. Price & Payment

4. Sending In Your Currency

5. Returns Policy

6. Anti Money Laundering

7. Limitation of Liability

8. Privacy

9. Force Majeure

10. Governing Law and Jurisdiction

1. Authenticity

We do not accept specimen banknotes or banknotes that have been deprived of their value, e.g. by punched holes, defacement, shredding, anti-theft dye, or stamps. We do not accept any coins. Any notes used that are sold to us must have all the required safety features (watermark, security thread, optically variable ink, raised intaglio printing) that are specific to that note. We will only accept notes that are currently valid for exchange with our suppliers and are therefore not outmoded, out-of-date, discontinued, or damaged beyond acceptance. It is the Client’s responsibility to check if the notes they are submitting fit this criterion. When there is reasonable doubt about the authenticity of a banknote, we reserve the right to refuse any exchange for said disputed notes. These notes can be sent back to the Client at their own expense, using Royal Mail’s Special Delivery Service.

2. Completion of a Currency Buy Back by Post Order

Completing a Currency Buy Back order via our website constitutes an offer from the Client to sell currency to us, subject to our acceptance. Confirmation of this order constitutes acceptance by the Company of said order.

All orders are subject to the acceptance of the returned currency and/or any limits or restrictions imposed by us, or by regulation or law from time to time.

Orders can be placed via our website any time.

Once an order has been placed you will be unable to edit the order. You will need to contact us to cancel the order. Our contact details can be found on our ‘Contact’ page.

3. Price and Payment

The live buy back rate and price of all accepted currencies will be displayed on our site, through the buy back currency converter, except in cases of obvious error. The rates shown at the time of placing your order are not the ones that will be applied to the order. The rate applied to your order will be the one at the time your order is received by us and processed into our system. By sending currency to us by post, you accept this may be a lower -or higher - amount than you were originally quoted when initially placing the order.

Payments for all received and processed orders will be processed into the Client account within 5 working days. This does not include weekends or bank holidays. Payments are made by bank transfer.

In cases of extreme rate fluctuations, the Company reserves the right to cancel any orders without warning.

Any incorrect or missing payment information given by the Client can result in payment delays; a payment being credited to the incorrect account; or bank charges being applied by the receiving bank. We cannot be held responsible for any of the above in the case of an order being submitted with incorrect payment details. Any costs incurred will be the responsibility of the Client.

4. Sending In Your Currency

Sending currency to us for exchange is at the risk of the Client. We cannot be held responsible for items lost or damaged during transit to us. We recommend using Royal Mail Special Delivery as the courier service, which tracks and insures each package for a value up to £2’500.00 Any amounts over this can be split into as many packages as necessary. If multiple packages are used, the order will be processed once all have been received. If an item is lost using Royal Mail Special Delivery, then the claim will be the responsibility of the Client.

5. Return Policy

Any requests to cancel an order and have the currency returned need to be made before we process the order and make the relevant payment. This can be done by contacting us via email or telephone. Currency can be sent back to the Client at the Client’s cost. We will strive to do this as quickly as possible.

6. Anti-Money Laundering

The Company is licensed for Bureau de Change business with H.M Revenue & Customs (HMRC) under licence number XDML00000100454.

The Company reserves the right at all times to refuse to process any Currency orders at any stage.

The Company has a legal obligation to report to HMRC and/or the National Crime Agency any and all Suspicious Transactions.

The regulations require the Company to monitor any unusual or suspicious transactions of any size taking place where the Company believes the money is derived from illegal activity.

Acceptable forms of identification include a valid passport or driving licence.

Acceptable forms of a proof of address need to show clearly the Clients name and UK address and may include – but is not limited to:

· Valid UK full photocard driving licence.

· Council tax bill dated within the last 3 months.

· Tenancy agreement, from a local council or a recognized letting agency dated within the last 3 months.

· A bank, building society, or credit union statement, dated within the last 3 months.

· Mortgage statement from a recognised lender, dated within the last 3 months.

· Utility bill – gas, electricity, or water, dated within the last 3 months.

· Telephone bill, dated within the last 3 months.

Should the order fail the Anti Money Laundering checks, then we reserve the right to cancel the transaction as per our cancellation policy.

We are currently prohibited from buying from you any currency in connection with travelling to (or from) the following countries: - Afghanistan; American Samoa; Belarus; Belize; Cuba; Guam; Iraq; Iran; Lebanon; Libya; Myanmar; North Korea; Russia; Samoa; Somalia; South Sudan; Sudan; Syria; Tunisia; Ukraine; US Virgin Islands; Venezuela & Yemen. We are prohibited from buying from you any currency in connection with the following industries: crypto, firearms, or production of adult content industries.

7. Limitation of Liability

Travel Online Group shall make every effort to process orders placed via this Service without any delay. However, by agreeing with our terms and conditions, it is understood that delays can sometimes occur due to technical problems or matters out of the control of Travel Online Group.

Travel Online Group excludes all liability for any claim arising from any act undertaken for a Client unless the Client can prove beyond doubt that Travel Online Group caused the Client to suffer financial loss.

When determining if Travel Online Group has caused a Client to suffer loss, the Client accepts the actions of intermediaries not employed by Travel Online Group as the actions of third parties. Travel Online Group will not be held responsible for any loss, or delay, or non-payment of your currencies caused by a third party factors beyond the control of Travel Online Group. This does not affect the customers’ statutory rights.

8. Privacy Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy

9. Force Majeure

10. Governing Law and Jurisdiction

Section 3: Terms & Conditions for the In-Branch Service

Agreement - When placing an order, you warrant that you are acting on your own behalf, for a genuine reason and the currency you wish to buy or sell is legally and beneficially yours, has not been obtained illegally, nor in any way contrary to the rights of the legal owner and is not tainted in anyway by criminal activity. The Client agrees that the information provided to us is true and accurate in all respects and that no material or information that the Company may reasonably require may be withheld.

1. Dates and Times

Orders can be placed via the website any time but will only be processed during the Companies working hours of 09:00am to 17:00pm Monday to Friday – excluding bank holidays in England. Any order placed outside working hours will be processed during working hours on the next working day. All in-branch orders at our Waterloo office must be made via the Website beforehand. Travel Online Group reserves the right to stipulate the dates that are available for Clients to collect from. The available dates for collection are subject to change at our sole discretion and will be shown on our Website when placing the order and in any relevant confirmation emails. The available dates for collection displayed may differ depending on the currency being ordered and stock availability. Collection is subject to the opening dates and times of the Waterloo office. These are stated as 09:00am to 17:00pm, Monday to Friday, excluding Bank Holidays. The risk and responsibility of collecting your order within these opening hours is the Clients only.

2. Identification Requirements

All In-Branch orders require identification upon ordering through the website. All transactions can only be completed by the Client whose name is on the order and whose identification matches the relevant order. Valid photo identification will be required upon arrival and can include, but is not restricted to, a valid Passport, Driving License, or ID card. To enable us to comply with our anti-money laundering and fraud policies, the Company reserves the right to make a copy for its records of your identification document(s) at the time of collection.

3. In-Branch Currency Collections

3.1.Ordering - There is a minimum GBP total order amount of £500 for each order made. Multiple currencies can be selected in one order, as long as the total amount ordered accumulates to over £500 in value. Any orders under this amount cannot and will not be processed. Payments can be made either by bank transfer, or cash. We do not accept debit cards, credit cards, or cheques. Should you attempt to or be successful in making a payment to us by any means we do not accept, the payment will be held until an arrangement can be made to return the funds to you and your currency order will not be processed. Our website currency rates are indicative only and we are not bound by them.

We reserve the right to adjust the rate should the market fluctuate more than 1% within one working day of it being ordered. Your payment must reach us as cleared funds within two hours of placing your order for us to secure the rate at the time of ordering. For any bank transfers, or any cash payments in person, that are made outside of this two-hour window, we reserve the right to change the rate accordingly to whatever it is at the time payment is made. Payments made by bank transfer can be processed any time by the Client via their bank but will only be processed by the Company during the working hours of 09:00am to 17:00pm Monday to Friday – excluding bank holidays in England. Any bank transfer payments made outside of working hours will be processed during working hours the next working day. For cash payments, depending on the currency or the amount, the Company reserves the right to request a deposit from the Client.

3.2. Unidentifiable Payment Receipts - When making payment by bank transfer, the Client must put the order number as the payment reference to enable it to be identified upon receipt. Failure to do so may delay the order being processed. Payment should be made from the bank account in the name of the Client ordering the funds. If payment is made from any other account, then understand that a delay may occur due to us needing to identify the remitter. The exchange rate may then be amended to whatever it is at the time the funds are identified.

4. Cancellation and Refund Policy For Branch Collection

Once a Client has entered into a contract (ordered and paid) with the Company for the currency, the order can only be cancelled by the Client if they contact us. Should a client request cancellation of their order/s a fee of £10.00 may be applied per order, plus the costs of reversing the foreign exchange transaction. Should the cancellation relate to a multi-currency order the charges may be applied per currency cancelled. The exchange rate used will be our prevailing buyback rate on the day of cancellation.

To cancel an order, the Client will need to contact the Company at [email protected] or call on 0203 718 3143. The refund will be made via bank transfer. Your bank does not provide us with details of the account you paid us from, therefore we will require evidence from you of the payment, along with the sort code, account number and name to effect any refund. The refund process usually takes 1-5 working days, but may take up to 20 working days to complete.

The client warrants that under no circumstances shall they instruct a chargeback upon the payment made to the company without first submitting a formal complaint and receiving a “Final Response” to the complaint. Any upheld chargeback does not prevent the company from seeking financial remedy directly from the client. We are prohibited from supplying to you or buying from you any currency in connection with the following industries; crypto, gambling, firearms or production of adult content industries. Should you continue to place an order involving any of these industries for either buying or selling, your order will be cancelled in line with our terms and conditions.

5. In-Branch Currency Buybacks

5.1. Authenticity - We do not accept specimen banknotes or banknotes that have been deprived of their value, e.g. by punched holes, defacement, shredding, anti-theft dye, or stamps. We do not accept any coins. Any notes used that are sold to us must have all the required safety features (watermark, security thread, optically variable ink, raised intaglio printing) that are specific to that note. We will only accept notes that are currently valid for exchange with our suppliers and are therefore not outmoded, out-of-date, discontinued, or damaged beyond acceptance. It is the Client’s responsibility to check if the notes they are submitting fit this criterion. When there is reasonable doubt about the authenticity of a banknote, we reserve the right to refuse any exchange for said disputed notes.

5.2. Process - Completing an In-Branch Currency Buyback order via our website constitutes an offer from the Client to sell currency to us, subject to our acceptance. Confirmation of this order

constitutes acceptance by the Company of said order. All orders are subject to the acceptance of the returned currency and/or any limits or restrictions imposed by us, or by regulation or law from time to time. Once an order has been placed you will be unable to edit the order. You will need to contact us to cancel the order. Our contact details can be found on our ‘Contact’ page.

5.3. Price and Payment for the Buy Back In-Branch Service - The live buyback rate and price of all accepted currencies will be displayed on our site, through the buyback currency converter, except in cases of obvious error. The rates shown at the time of placing your In-Branch Buyback order will be held for two hours only. After the initial two-hour window, the live rate shown on the website will be applied to the order. The Client understands that this may be a lower - or higher - amount than you were originally quoted when placing the order. Payments made via bank transfer for all received and processed orders will be processed into the Clients account within 5 working days. This does not include weekends or bank holidays. In cases of extreme rate fluctuations, the Company reserves the right to cancel any orders without warning. Any incorrect or missing payment information given by the Client can result in payment delays; a payment being credited to the incorrect account; or bank charges being applied by the receiving bank. We cannot be held responsible for any of the above in the case of an order being submitted with incorrect payment details. Any costs incurred will be the responsibility of the Client.

6. Anti-Money Laundering

The Company is licensed for Bureau de Change business with H.M Revenue & Customs (HMRC) under licence number XDML00000100454.

The Company reserves the right at all times to refuse to process any Currency orders at any stage.

The Company has a legal obligation to report to HMRC and/or the National Crime Agency any and all Suspicious Transactions.

The regulations require the Company to monitor any unusual or suspicious transactions of any size taking place where the Company believes the money is derived from illegal activity.

Acceptable forms of identification include a valid passport or driving licence.

Acceptable forms of a proof of address need to show clearly the Clients name and UK address and may include – but is not limited to:

· Valid UK full photocard driving licence.

· Council tax bill dated within the last 3 months.

· Tenancy agreement, from a local council or a recognized letting agency dated within the last 3 months.

· A bank, building society, or credit union statement, dated within the last 3 months.

· Mortgage statement from a recognised lender, dated within the last 3 months.

· Utility bill – gas, electricity, or water, dated within the last 3 months.

· Telephone bill, dated within the last 3 months.

Should the order fail the Anti Money Laundering checks, then we reserve the right to cancel the transaction as per our cancellation policy.

7. Privacy Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy

8. Force Majeure

9. Governing Law and Jurisdiction

Section 5: COG International Payments Conduct of Business Policy

Compliance: All business operations must comply with international laws and regulations related to payments, including but not limited to anti-money laundering (AML), know your customer (KYC), sanctions, and data protection. Regular audits and reviews will be conducted by Currencycloud and GC Partners to ensure compliance with regulatory requirements.

Risk Management: Identify, assess, and mitigate risks associated with international payments, including currency risk, geopolitical risk, and operational risk. Implement robust security measures to safeguard customer data and prevent fraud. Maintain adequate insurance coverage to mitigate financial risks.

Customer Service: Provide prompt and reliable service to customers, including timely processing of payments and responsive customer support. Communicate transparently with customers regarding fees, exchange rates, and any potential delays or issues. Resolve customer complaints and inquiries promptly and fairly.

Financial Integrity: Maintain accurate and transparent financial records in accordance with international accounting standards. Conduct regular audits to ensure the integrity of financial data and prevent fraud. Implement internal controls to safeguard against unauthorised transactions and misuse of funds.

Ethical Standards: Conduct business with honesty, integrity, and fairness. Avoid conflicts of interest and ensure that personal interests do not interfere with business decisions. Prohibit bribery, corruption, and other unethical practices in all business dealings.

Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF): Conduct thorough due diligence on all customers to verify their identity and assess the legitimacy of their transactions. Monitor transactions for suspicious activity and report any suspicious transactions to the appropriate authorities. Provide ongoing training to employees to raise awareness of AML and CTF risks and requirements.

Sanctions Compliance: Communicate with Currencycloud and GC Partners to adhere screening of all customers and transactions against international sanctions lists to ensure compliance with sanctions regulations. Implement controls to prevent transactions with sanctioned individuals, entities, or countries. Stay informed about changes to sanctions regulations and adjust procedures accordingly.

Data Protection: Protect the privacy and confidentiality of customer information in accordance with applicable data protection laws. Implement robust security measures to prevent unauthorised access, disclosure, or alteration of customer data.

Obtain consent from customers before collecting or processing their personal information and only use it for legitimate business purposes.

Continuous Improvement: Regularly review and update policies and procedures to reflect changes in regulations, technology, and business practices. Solicit feedback from Currencycloud, GC Partners, employees, customers, and other stakeholders to identify areas for improvement. Invest in training and professional development opportunities to enhance the skills and knowledge of employees.

Reporting: Maintain accurate records of all international payments transactions and regulatory compliance activities. Report to Currencycloud and GC Partners when requested and required. Cooperate fully with regulatory investigations and audits.

Currency Online Group - Terms & Conditions

Last Updated – April 2024

Definitions:

Contents:

Section 1: Terms & Conditions for Currency Delivery by Post

Contents

1. Money Laundering Regulations

2. Ordering Currency by Post

3. Paying for Currency by Post

4. Cancellation and Refund Policy for Travel Cash by Post

5. Denomination Requests for Travel Cash by Post

6. Delivery of Travel Cash by Post

7. Confidentiality

8. Indemnity

9. Exclusion Clause

10. Complaints Policy

11. Disclaimer

12. Proprietary Rights and Copyright

13. General

14. Privacy - Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy

15. Force Majeure

16. Governing Law and Jurisdiction

Section 2: Terms & Conditions for Currency Buy Back by Post

Content:

1. Authenticity

2. Completion of a Currency Buy Back by Post Order

3. Price and Payment

4. Sending In Your Currency

5. Return Policy

6. Anti-Money Laundering

7. Limitation of Liability

8. Privacy Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy

9. Force Majeure

10. Governing Law and Jurisdiction

Section 3: Terms & Conditions for the In-Branch Service

Contents:

1. Dates and Times

2. Identification Requirements

3. In-Branch Currency Collections

4. Cancellation and Refund Policy For Branch Collection

5. In-Branch Currency Buybacks

6. Anti-Money Laundering

7. Privacy Please see our specific privacy policy here: https://currencyonlinegroup.com/privacy-policy

8. Force Majeure

9. Governing Law and Jurisdiction

Section 5: COG International Payments Conduct of Business Policy