Money Transfer Terms and Conditions

1INTRODUCTION
1.1This agreement is between you and Intelligent Systems Solutions Ltd trading as MoneyLineUK ("Us"). We may be acting through our website, our call centre or one of our representatives as our agent. These conditions apply to all channels, except where we say they apply to one of them. The terms in this document are part of the agreement.
1.2This agreement is for us to provide you with our Money Transfer service, which allows you to send money to the person named in the transaction (the "recipient") (a) to collect in cash at one of our payout partner's payout locations (our cash pickup service); or (b) to receive into his/her bank account (our account transfer service); or (c) to receive into his/her mobile money wallet (our mobile money service). These conditions apply to all services, except where we say they apply to one of them.
1.3By registering and using our service you agree to be bound by this Terms & Conditions.
1.4To contact us: our telephone number is 0208 732 4131; our website is www.moneylineuk.com; our address for writing to us is MoneyLineUK, 215 Cleveland Way, Stevenage, SG1 6BX, UK; and our email address is info@moneylineuk.com.

2

CHARGES AND CURRENCY EXCHANGE
2.1You must pay us a fee for each transfer. You will be informed of the fee amount when processing the transfer. Alternatively, you can calculate the fee here. You will not be charged any other fee for the transfer.
2.1You can only send money in the payout currencies available in the receive country. We will tell you which payout currencies are available in the receive country and (if different to the currency in which you pay us) what exchange rate will apply. Your chosen currency, the agreed exchange rate and the converted amount will be stated in the transaction.

3

DELIVERY
3.1For cash pickup transfers, the recipient can only collect the money in the receive country stated in the transaction. Once we have processed the transaction and been given your money, the recipient can collect the money in cash, in the currency stated in the transaction on the same day at the agreed location in the receive country for our same-day service or on the next working day in the receive country for our next-day service. We will not contact the recipient when the money is ready to collect, so this is something you will need to do.
3.2For our account transfer service or our mobile money service, once we have processed the transaction and been given your money, the recipient's bank account or mobile money wallet in the receive country will be credited on the same day for our same-day service or on the next working day for our next-day service. We will not contact the recipient when the money is credited into their bank account or mobile money wallet.
3.3We will notify your by SMS when your recipient is paid. Also, you can track the status of your transfer on our website here.

4

RESTRICTIONS ON TRANSFERS
4.1There are limits on how much you can send. We will, as necessary, tell you what they are. We may refuse to send the money or allow it to be collected if we reasonably believe that (a) by doing so we might break any law, regulation, code or other duty that applies to us; (b) doing so may expose us to action from any government or regulator; or (c) it may be linked with fraudulent or illegal activity.
4.2Unless the law prevents us, we will try to call or write to tell you the reasons for our refusal and how you can put right any errors in your instructions. If you prefer, and the law allows, or if the law requires, we will return the money to you.

5

CANCELLING AND REFUNDING A TRANSFER
5.1You do not have a right to cancel the transfer. We may nevertheless be able to cancel it before the recipient collects or receives the money. If you wish to cancel the transfer and request a refund of the transfer amount, you can contact us. We aim to process such requests promptly but in any case within 5 working days from receipt.
5.2For our cash pickup service, if the transfer was not made properly or never arrived, we will promptly refund the money and our fee if appropriate after investigating the circumstances surrounding the execution of the transfer.
5.3However, we will not be liable where you have not met your obligations in condition 6.2 and the money is paid to someone who gave our payout partner what it reasonably believed to be valid identification for the recipient ("identification"). Identification will typically comprise a government issued identification document (the requirements differ depending in which country the transfer is collected).
5.4If the recipient has not collected or received the money, and your reason for a refund is through no fault of ours, we will charge a refund processing fee of £3.50.
5.5We will not refund you if we are not liable under condition 10.4.

6

IDENTIFICATION AND PAYOUT FOR OUR CASH PICKUP SERVICE
6.1In order to collect the money at a payout location, the intended receiver will be asked to provide the transaction reference number, their own details, the sender's name and the recipient amount. Our payout partner will also ask the intended receiver to provide identification. The password you set in the transaction may be required in addition to Identification or instead of Identification.
6.2You must not give the order number, password where relevant, recipient's details or any other details about your transaction to anyone other than your chosen recipient, and do all you reasonably can to make sure no one else can obtain them.

7

ADDITIONAL CONDITIONS FOR OUR ACCOUNT TRANSFER SERVICE
7.1We will send the money to the bank account you specify in the transaction. Banking practices vary with receive country, however, after you complete the transaction, we will endeavor to credit the receiver's bank account on the same working day for our same-day service and on the next working day for our next-day service, as measured in the receive country.
7.2The receiver's bank may apply its own charges to the transfer, which do not involve us.
7.3If the receiver's account is not credited on the same working day for our same-day service or on the next working day for our next-day service (as measured in the receive country), you may ask for a full refund of your transfer amount and fee.
7.4If you ask us to send money to a bank account and the transfer was not made properly or never arrived, we will promptly refund your money and our fee - unless we can show that the bank received the money or that there was a mistake in the recipient's bank account details that you gave us.

8

ADDITIONAL CONDITIONS FOR OUR MOBILE MONEY SERVICE
8.1We will send the money to the mobile money wallet you specify in the transaction. Practices vary with receive country, however, after you complete the transaction, we will endeavor to credit the receiver's mobile money wallet on the same working day for our same-day service and on the next working day for our next-day service, as measured in the receive country.
8.2The receiver's mobile network operator may apply its own charges to the transfer, which do not involve us.
8.3If the receiver's mobile money wallet is not credited on the same working day for our same-day service or on the next working day for our next-day service (as measured in the receive country), you may ask for a full refund of your transfer amount and fee.
8.4If you ask us to send money to a mobile money wallet and the transfer was not made properly or never arrived, we will promptly refund your money and our fee - unless we can show that the mobile network operator received the money or that there was a mistake in the details of the recipient's mobile money wallet that you gave us.

9

SEPARATE ARRANGEMENTS WITH AGENTS
9.1Our agents may offer additional services to recipients under separate agreements, which do not involve us and so for which we are not liable. Agents may charge separately for those services, and will use a currency conversion rate of their choice if they involve changing currency.

10

OUR LIABILITY
10.1We will not be liable if we break this agreement because of (a) abnormal and unforeseeable circumstances outside our control where we could not avoid breaking this agreement despite all efforts to the contrary . This may include, for example, delays or failures caused by industrial action, problems with another system or network, mechanical breakdown or data-processing failures; or (b) our obligations under English or European Community law.
10.2You must inform us as soon as you reasonably can if you think a transfer was not made properly or never arrived. We will not refund money to you under condition 5.2 or 7.4 or 8.4 if you unduly delayed telling us about the problem and in any event told us more than 6 months after sending the money.
10.3We are not liable to you for more than the amount of money you send and our fee. We will not be liable for any incidental, indirect, special or consequential losses or costs you suffer or, as this agreement is made with you as a consumer, any business losses or costs such as loss of business profits or opportunities.
10.4Our service is for you to send money to a private individual known by you rather than to make a commercial payment that directly or indirectly facilitates the purchase of goods and services from any third party, and you must not use it for those types of transaction. If you ask us to pay someone who turns out to have defrauded you or who fails to meet their obligations to you, we will not be liable as a result.
10.5A person who is not a party to this agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 or otherwise to enforce this agreement.
10.6Nothing in this agreement limits our liability for acting fraudulently or very carelessly or otherwise excludes or limits our liability to the extent that we are unable to exclude or limit it by law.

11

OTHER TERMS
11.1We will report money transfers to any government authorities if we are required to do so by law.
11.2If a transfer was not made properly or never arrived, we will investigate and do what we can to find the destination of the money and call or write to tell you of the outcome if you ask us to. Where there was a mistake in the recipient's details you gave us, we will make a reasonable effort to recover the money.
11.3None of our services involve you or the recipient having a "deposit" or a deposit account with us or any other company helping with the transfer, apart from the receiving bank for our account transfer service, or the receiving mobile network operator for our mobile money service or our payout partners for our cash pickup service.
11.4English law applies to this agreement and to our dealings with you with a view to entering into this agreement, and we will communicate with you in English.

12

DATA PROTECTION
12.1We are committed to protecting your privacy. We may use your and the recipient's personal information and the details of your transfer, and store them on our databases, in order to provide you and the recipient with transfer services, for managing our business including administering our ongoing relationship with you and for market research as permitted by applicable law.
12.2You must have the recipient's consent to share their personal information with us.
12.3You may request access to your personal information, ask for the information to be corrected or updated or, for legitimate reasons, oppose its processing, by contacting us.
12.4By entering this agreement, you agree to our collection, use and transfer of your and the recipient's personal information for the above purpose, including transfer to the receive country. Our website sets out our latest data protection policy and we will, as required by law, tell you about any changes to such policy.

13

COMPLAINTS
13.1We are committed to providing you with the best service at all times. In the unlikely event that you are dissatisfied with our service, please contact us as soon as possible.
13.2For full details of our complaints procedure visit our website: www.moneylineuk.com


HOW WE ARE REGULATED
We are a payment institution supervised by HM Revenue & Customs as a money services business with Anti Moneylaundering Registration No. XSML00000123148. We are registered by the Financial Conduct Authority (FCA) as a small payment institution under the Payment Services Regulations 2017 for the provision of payment services. FCA Firm Ref. 580325.


30th March 2019
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