United Kingdom
Acceptance of Terms
By using our Platform and ordering our Services, you agree to be bound by these Terms. If you do not agree to these Terms, you may not use our Platform or order our Services.
Amendments
We reserve the right to revise and amend these Terms at any time without notice to you. Your continued use of the Platform following any changes to these Terms constitutes acceptance of such changes. It is your responsibility to review these Terms periodically for any updates.
About Us
3.1. Remit Home is a trading name of Inter City Money Limited, a private limited company registered in England and Wales under company number 04279071, with our registered office at 6-12 Cooke Street, Keighley, West Yorkshire, BD21 3NN, United Kingdom.
3.2. We are authorised and regulated by the Financial Conduct Authority (FCA) under registration number 514406 and HMRC.
Communications
4.1. You agree that electronic communication, including email, may be used for all communication between you and Remit Home.
4.2. We will provide notices and information to you by email or by posting on our Platform.
Eligibility
5.1. By accessing or using our Platform, you affirm that you are at least 18 years old and possess the legal capacity to enter into a contract with us.
5.2. You agree to provide accurate, current, and complete information during the registration process and to maintain and update such information to keep it accurate, current, and complete.
5.3. We reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at our discretion if we believe that any information provided by you is inaccurate, incomplete, or not in compliance with these Terms and Conditions.
5.4. You agree to use the platform only for lawful purposes and in compliance with all applicable laws and regulations. You may not use the platform:
5.4.1. In any manner that violates any applicable law or regulation.
5.4.2. To engage in fraudulent, abusive, or otherwise illegal activities.
5.4.3. To transmit unsolicited or unauthorized advertising or promotional materials or any other form of solicitation.
5.4.4. To transmit any viruses, worms, defects, Trojan horses, or any items of a destructive nature.
5.4.5. To interfere with or disrupt the integrity or performance of the platform or the data contained therein.
5.5. We reserve the right to suspend or terminate your access to the paltform or any part thereof if we determine, in our sole discretion, that you have violated these Terms and Conditions or engaged in any unlawful, fraudulent, or abusive activities.
5.6. Identification Requirements for Online Payments:
5.6.1. You will be required to provide valid photo identification, such as a Passport or Driving License, accompanied by a clear and readable scan. If you hold a non-British passport, a visa scan is also necessary.
5.6.2. Additionally, address verification may be required through submission of a valid utility bill, bank statement, or council tax bill. These documents must be valid within the last 90 days.
5.6.3. You must provide us with your complete contact details as part of the verification process.
5.7. By using our services, you authorize Remit Home to verify the documents provided for identification purposes with independent online sources to confirm their validity and authenticity.
5.7.1. Please note the following:
i. Business payments are strictly prohibited on this platform.
ii. Your requests may require a minimum of 48 hours for verification and processing.
Price and Payment
6.1. Prices for our Services are quoted on the Platform.
6.2. Payment can be made by major credit or debit cards or through electronic payment accounts as provided on the order form.
6.3. Payment will be processed before the provision of the Services.
6.4. We reserve the right to change prices at any time. In such cases, you will be notified before the provision of the Services, and you may cancel your order if the new price is unacceptable to you.
6.5. You have the option to make payments using any major personal (non-commercial) prepaid, credit, or debit card, or through an electronic payment account, as outlined on the order form.
6.6. Upon placing an order, you consent to the payment being charged to your prepaid/debit/credit card account or electronic payment account provided on the order form. 6.7. Payment will be deducted and cleared from your account before the Service is provided to you.
6.8. When making a card payment for your order, we conduct necessary checks, including obtaining authorisation from your card issuer to ensure adequate funds and for security purposes. This may involve verifying your name, address, and other personal information provided during the order process against relevant third-party databases, including the card issuer, registered credit reference agencies, and fraud prevention agencies.
6.9. By agreeing to these Conditions, you:
6.9.1. Confirm the accuracy of all details provided for purchasing the Services, affirm that the payment card used is yours, and ensure sufficient funds are available to cover the cost of the Services ordered.
6.9.2. Acknowledge that any Services ordered are intended for personal or domestic use only and not for resale.
6.9.3. Grant us authorisation to transmit the payment and delivery information provided during the order process (including any updates) to obtain authorisation from your card issuer, verify your identity, validate your payment card, and for other security purposes, such as fraud prevention.
6.10. We will notify you if any issues arise during the authorisation process of your card.
6.11. While we take all reasonable precautions within our control to maintain the security of your order and payment details, we cannot be held liable for any loss resulting from unauthorised access to the data you provide when accessing or ordering from our platform, unless due to negligence on our part.
Order Process and Formation of Contract
7.1. Availability and acceptance govern all orders placed. Should any of the requested Services be unavailable, we will promptly notify you via email, affording you the choice to await availability or cancel your order. Please ensure your provided email address is valid for communication purposes.
7.2. Placing an order constitutes an offer to procure Services from us. We retain the right to reject any order at our discretion, prior to acceptance, without obligation to provide a reason.
7.3. It is your responsibility to ensure the accuracy of the details furnished during the order process. We will only entertain an order if all requested information is accurately supplied.
7.4. Acknowledgment of receipt of your order does not imply acceptance of your offer to purchase Services.
7.5. A contract (referred to as the “Contract”) between you and us, encompassing these Conditions, will materialise subsequent to the debit of your payment card and confirmation of the provision of the requested Service or its availability for download. Upon confirmation, a Confirmation Notice will be dispatched via email. The Contract is deemed established upon dispatch of the Confirmation Notice, irrespective of its receipt.
7.6. For Services provided on a permanent or ongoing basis, such as subscriptions, a predetermined fixed period (referred to as the “Minimum Duration”) is stipulated. The Minimum Duration varies depending on the specific package or product purchased and is specified on the Platform.
7.7. The Contract will exclusively encompass the Services outlined in the Confirmation Notice. We are under no obligation to provide any additional Services until a separate Confirmation Notice is dispatched.
7.8. It is imperative that you verify the accuracy of the details in the Confirmation Notice and retain a copy for your records.
7.9. You are bound by the prevailing policies and Conditions at the time of placing your order, unless:
7.9.1. Modifications are mandated by law or governmental authority.
7.9.2. We apprise you of changes prior to dispatching the Confirmation Notice. In such instances, your acceptance will be presumed unless written notification to the contrary is received within seven working days of receiving the Confirmation Notice.
7.10. In certain scenarios, orders may be accepted by agents acting on behalf of customers. The resultant Contract is between you and us, subject to these terms and conditions, which the agent will relay to you directly. Please meticulously review these terms as they pertain to the transaction.
Delivery
8.1. Upon completing the order process, Services will be provided and dispatched to the recipient address specified by you. It is imperative that the provided address is accurate and up to date to ensure seamless delivery.
8.2. Delivery dates provided are approximate and serve as estimates. While we endeavour to adhere to these timelines, they may be subject to change due to various factors beyond our control.
8.3. We hereby absolve ourselves of liability for any delay in the delivery of Services. Factors contributing to delays may include but are not limited to external circumstances such as transportation issues, logistical challenges, or unforeseen events. While we strive to provide timely delivery, we appreciate your understanding in instances where delays occur.
Cancellation and Returns
9.1. You retain the right to cancel your order at any point before receiving a Confirmation Notice, which signifies the formal acceptance of your order by us.
9.2. Following the issuance of a Confirmation Notice, you have the entitlement to cancel the Contract within a period of 7 working days from the date indicated on the Confirmation Notice. During this period, you reserve the right to request a refund for the Services rendered.
9.3. To initiate the cancellation process, it is imperative that you notify us of your intention to cancel in writing. This can be accomplished via email or through any other form of written communication that ensures a clear record of your request.
9.4. It is important to note that certain exceptions may apply to the right to cancel. These exceptions typically encompass financial services and orders that have been explicitly agreed to commence before the expiration of the cancellation period. Therefore, it is advisable to carefully review the terms and conditions pertaining to your specific order before initiating cancellation.
Complaints
We strive to provide the highest quality of service to our valued customers. However, if you encounter any concerns or have complaints regarding our Services, we encourage you to reach out to us promptly. You can do so by contacting us via email at info@remithome.com or by sending a written communication to our address at 6-12 Cooke Street, Keighley, West Yorkshire, BD21 3NN, United Kingdom.
Upon receiving your complaint, our dedicated team will investigate the matter and strive to provide you with a satisfactory resolution in a timely manner. We value your feedback and are committed to addressing any issues you may encounter with our Services.
In the event that you are not satisfied with our response to your complaint, you have the option to escalate the matter further. You may contact The Financial Ombudsman Service, an independent organisation that specialises in resolving disputes between consumers and financial service providers.
To contact the Financial Ombudsman, consumers can write, telephone or email their complaint to:
Financial Ombudsman Service
Exchange Tower London
E14 9SR
Telephone No. : 0800 023 4567
Email address : complaint.info@financial-ombudsman.org.uk
More information on the Financial Ombudsman can be obtained by visiting www.financial-ombudsman.org.uk
Intellectual Property
11.1. The material available on the platform is safeguarded by various forms of intellectual property rights, including copyright, trademarks, patents, and proprietary rights. These encompass all rights in materials, works, techniques, computer programs, data, technical information, brand names, service marks, utility models, and more. This includes both registered and unregistered rights, along with any applications for such rights worldwide. You acknowledge that the intellectual property rights in the material and content provided as part of the platform shall remain with us or our licensors.
11.2. You may download or copy the content and other downloadable items displayed on the platform strictly for personal non-commercial use. Any reproduction, modification, copying, distribution, or commercial exploitation of the platform content is expressly prohibited.
11.3. You are permitted to retrieve and display the content of the platform on a computer screen, store it electronically on disk (excluding any network-connected server or storage device), or print one copy for personal, non-commercial use. However, you must ensure that all copyright and proprietary notices are retained.
11.4. Any other use of the material and content of this platform is strictly prohibited. You agree not to copy, reproduce, transmit, publish, display, distribute, commercially exploit, or create derivative works from such material and content, or assist or facilitate any third party in doing so.
11.5. These Conditions do not grant you a license to use any of our trademarks or those of our affiliated companies.
11.6. Services sold by us and platform content may be subject to copyright, trademark, or other intellectual property rights belonging to third parties, which we duly acknowledge and respect.
Liability and Indemnity
12.1. Nothing in these Conditions will affect or limit your statutory rights, nor exclude or limit our liability for:
12.1.1. Death or personal injury resulting from negligence on our part.
12.1.2. Fraud or fraudulent misrepresentation.
12.1.3. Actions pursuant to section 2(3) of the Consumer Protection Act 1987.
12.1.4. Any matter for which it would be unlawful to exclude or attempt to exclude liability.
12.2. The platform is provided on an “as is” and “as available” basis, and we make no warranties or guarantees, whether express or implied, regarding the information, materials, content, or services found on the platform. This includes implied warranties of non-infringement, compatibility, timeliness, performance, security, accuracy, condition, or completeness.
12.3. We will not be liable for any loss or damage resulting from the unavailability of the platform at any time.
12.4. While we endeavour to ensure the availability and functionality of the platform, we make no representation or warranty regarding its availability, timeliness, or error-free operation. We do not guarantee that defects will be corrected, or that the platform or the server hosting it are free of viruses or bugs.
12.5. We accept no liability for any loss of content or material uploaded or transmitted through the platform, nor for any loss or damage resulting from reliance on material or information contained on the platform.
12.6. We cannot guarantee the security or privacy of the platform and any information provided by you. You assume the associated risks with internet use. We will not be liable for any damage or loss caused by malicious material, such as viruses or malware, that may infect your computer or other devices as a result of using the platform or downloading material from it.
12.7. While we strive to fulfil our obligations in a timely manner, we will not be liable for any loss, costs, or expenses arising directly or indirectly from delays in doing so.
12.8. In no event shall we be liable, whether in contract, tort, or otherwise, for:
12.8.1. Economic losses, including loss of revenues, profits, contracts, business, or anticipated savings.
12.8.2. Loss of goodwill or reputation.
12.8.3. Special or indirect losses.
12.8.4. Loss of data.
12.8.5. Wasted management or office time.
12.8.6. Any other loss or damage arising out of or in connection with the provision of services under these Conditions and/or the Contract, or the use of the platform.
Our liability for all losses resulting from breaches of the Contract is strictly limited to the purchase price of the Services.
12.9. Any goods or services purchased from third-party sellers through our Website/App are subject to the seller’s terms and conditions.
12.10. You agree to indemnify and hold us, and our officers, directors, employees, and suppliers, harmless from and against all claims, losses, costs, and expenses arising from any breach of these Conditions by you or any other liabilities arising from your use of the platform.
12.11. This clause does not affect your statutory rights or contractual cancellation rights as a consumer.
Force Majeure
13.1. We shall not be held liable for any delays or failures in the delivery or performance of our obligations to you arising from circumstances beyond our control (Force Majeure). These circumstances include, but are not limited to:
13.1.1. Strikes, lock-outs, or other industrial actions.
13.1.2. Shortages of labour, services, power, or essential resources.
13.1.3. Late, defective performance, or non-performance by suppliers or subcontractors.
13.1.4. Private or public telecommunication or computer network failures, or breakdown of equipment.
13.1.5. Civil commotion, riot, invasion, terrorist attack, or threat of terrorist attack, war (whether declared or not), or threat or preparation for war.
13.1.6. Fire, explosion, storm, flood, earthquake, subsidence, epidemic, or other natural disaster, or extreme weather conditions.
13.1.7. Impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transport for the delivery of services or products.
13.1.8. Acts, decrees, legislation, regulations, or restrictions of any government.
13.1.9. Other causes beyond our reasonable control.
13.2. Our performance will be suspended for the duration of the Force Majeure event, and we will be granted an extension of time to fulfil our obligations. We will exert reasonable efforts to minimise any delay caused by Force Majeure or to find alternative solutions to fulfil our obligations despite the event. We will promptly inform you of any Force Majeure event, providing details and, where possible, the extent and likely duration of any delay.
13.3. If the period of non-performance or delay due to Force Majeure exceeds 30 days from the date of notice to you, either party may terminate the Contract with immediate effect upon written notice to the other party.
Privacy Policy
14.1. As part of our ongoing commitment to ensuring the highest standards of customer service, we may occasionally record telephone calls for the purpose of monitoring and improving our services.
14.2. We are entrusted with the responsibility of processing your personal data in accordance with the provisions outlined in our Privacy Policy. This policy serves as a guiding document that outlines how we collect, use, disclose, and protect your information. It is designed to provide you with clarity and transparency regarding the handling of your data. We adhere strictly to the regulations set forth in the Data Protection Act 1998 (as amended), ensuring that all information provided by you is treated with the utmost care and confidentiality.
14.3. For a detailed understanding of how your personal information is managed and safeguarded, we encourage you to review our Privacy Policy in its entirety. You can access the full document conveniently on our platform. Should you have any questions or concerns regarding your privacy or data protection practices, please do not hesitate to reach out to us.
Third Party Rights
15.1. By using our Services, you explicitly acknowledge and agree to refrain from engaging in any activities related to fraud, money laundering, financial crimes, or the financing of terrorism. Should we, in our reasonable judgment, suspect or detect any illicit activity perpetrated by you, the recipient, or any third party acting on your behalf, we reserve the immediate right to take decisive action. This may include the prompt cancellation of any Services or accounts provided to you, without prior notice. Furthermore, we are committed to upholding our civic duty and responsibility, and therefore pledge to report any such suspicious activities to the appropriate law enforcement or regulatory authorities without delay. Such actions are undertaken to uphold the integrity of our platform and to ensure compliance with all relevant laws and regulations governing financial transactions.
External Links
16.1. In our commitment to enhancing the value and convenience for our users, we may provide links to other websites or applications (hereinafter referred to as ” Website/Apps”) or external resources for your access. It is important to note that your decision to enter any linked platform is entirely at your sole discretion and risk.
16.2. You acknowledge and agree that we do not assume responsibility for the availability of such external sites or resources. We do not undertake a review or endorsement of these external sources. Consequently, we disclaim any liability, whether direct or indirect, for:
16.2.1. The privacy practices employed by such linked Website/Apps.
16.2.2. The content contained within such linked Website/Apps, including but not limited to, any advertising, content, products, goods, or services available from such sources.
16.2.3. The manner in which others utilize these linked Website/Apps.
16.2.4. Any damage, loss, or offense, whether actual or alleged, arising from or in connection with your reliance upon any advertising, content, products, goods, materials, or services obtained through such linked Website/Apps or resources.
Notices
17.1. Any communication, notification, or correspondence from you to us must be directed to the address: 6-12 Cooke Street, Keighley, West Yorkshire, BD21 3NN, or via email to: info@remithome.com
17.2. Notices shall be considered received and appropriately served under the following circumstances:
17.2.1. If posted on our Platform, it will be deemed served immediately upon posting.
17.2.2. If transmitted via email, it will be considered served 24 hours after the email is sent.
17.2.3. If dispatched by post, it will be deemed served three days after the date of posting.
For the purpose of proving service of any notice, it shall suffice to demonstrate that the letter was duly addressed, properly stamped, and dispatched, or that the email was successfully transmitted to the designated email address of the intended recipient.
Entire Agreement
18.1. The Contract represents the entire understanding between us concerning its subject matter and overrides any previous agreements, negotiations, or arrangements, whether oral or written.
18.2. Both parties recognise that, in concluding the Contract, neither has relied on any express or implied representations, commitments, or assurances given by the other party unless specifically incorporated into the Contract.
18.3. Neither party shall hold the other liable for any false statements made by the other party, whether orally or in writing, prior to the Contract’s date, unless such statements were made fraudulently. The sole recourse for breach of contract shall be as outlined in these Conditions.
General
19.1. We reserve the right to modify the domain address of the Platform and any services, products, prices, specifications, and availability at our discretion and without prior notice.
19.2. Prices and descriptions are subject to alteration and override all prior publications. All product descriptions are approximate.
19.3. While we make every effort to maintain up-to-date information regarding service/product availability on the Platform, we do not guarantee continuous availability.
19.4. If any provision of these terms and conditions is deemed invalid or unenforceable by a competent authority, it shall not affect the validity of the remaining provisions of the Contract.
19.5. All Contracts are executed and available solely in English.
19.6. Our failure to enforce strict compliance with any obligations under the Contract or any provision of these terms and conditions shall not constitute a waiver of such rights or remedies unless expressly stated in writing.
19.7. No waiver by us of any of these Conditions or any other term of the Contract shall be effective unless explicitly stated in writing and communicated to you.
Governing Law and Jurisdiction
20.1. The Platform is controlled and operated in the United Kingdom, and all transactions occur within this jurisdiction.
20.2. Each purchase you make through the Platform is considered to be executed in England and Wales.
20.3. The Conditions governing your use of this Platform and any Contract arising from such use will be interpreted and enforced in accordance with the laws of England and Wales.
20.4. Any disputes arising from or related to the interpretation, validity, or implementation of these Conditions or any Contract formed through the Platform shall be resolved exclusively by the courts of England and Wales.
20.5. The laws of England and Wales shall govern any legal proceedings or claims brought against Remit Home arising from or related to your use of the Platform or any services provided therein.
Europe
Terms and Conditions
Summary / Table of Contents
- Our Agreement with You
- Our Services
- Getting Started and Using Our Services
- Sending Money
- Paying for Our Services and Currency Exchange
- Receiving Money
- Important Service Restrictions
- Data Protection and Privacy
- Error, Cancellations, and Refunds
- Agreement Duration and Termination
- Intellectual Property
- Disclaimers
- Customer Responsibility for Losses
- Belmoney’s Liability
- Dispute Resolution and Governing Law
- Customer Security Obligations
- Changes to Services and Agreement
- Other Terms
Regulatory Information
Belmoney S.A., with registered office at Avenue Louise 54, 1050 Ixelles, Belgium, and company number 0540.745.997 RPM Brussels, is an authorized payment institution supervised by the National Bank of Belgium (NBB) under Directive (EU) 2015/2366 on payment services (PSD2).
Belmoney is also subject to Belgian and EU legislation on Anti-Money Laundering and Counter Terrorist Financing (AMLD), the General Data Protection Regulation (GDPR – Regulation (EU) 2016/679), and applicable consumer protection laws.
Definitions
- “Agreement” – These Terms & Conditions, together with the Privacy Policy and Cookie Policy.
- “Belmoney”, “we”, “us”, or “our” – Refers to Belmoney S.A.
- “Customer”, “you”, or “your” – The individual using Belmoney’s Services.
- “Services” – Money transfer, foreign exchange, Remittance as a Service (RaaS), correspondent activities (the HUB), and online remittance via the “Happ” app.
- “Transaction” – A payment order executed by Belmoney on behalf of a customer.
- “Sender” – The person instructing Belmoney to send money.
- “Beneficiary” – The person designated to receive the funds.
- “Funding Instrument” – A debit card, credit card, or bank transfer used to pay for a Transaction.
- “Business Day” – Any day banks in Belgium are open for business, excluding weekends and public holidays.
- “High-Risk Country” – A jurisdiction designated as high-risk by the EU, FATF, or Belgian authorities.
- “Restricted Activities” – Activities prohibited under Section 7.3.
1. Our Agreement with You
1.1 Parties Involved
These Terms and Conditions (“Agreement”) govern your use of the online payment services provided by Belmoney SA (“Belmoney”, “we”, “us”, “our”), a payment institution authorized and supervised by the National Bank of Belgium registered at Avenue Louise 54, 1050 Ixelles, Belgium, company number 0540.745.997. By creating a Profile and/or using the Services, you agree to be bound by this Agreement.
1.2 Related Documents
This Agreement should be read together with our Privacy Policy and Cookie Policy (together, the “Policies”). The Policies describe how we process personal data and use cookies and similar technologies.
1.3 Access to this Agreement and Policies
The current versions of this Agreement and the Policies are available on our website/app. Please download and keep a copy. We may update them in accordance with Section 18.
1.4 Acceptance of Terms
You accept this Agreement by ticking to accept during registration or before initiating a transaction, or by continuing to use the Services.
1.5 Key Information You Should Review
Please pay particular attention to:
- Section 4 (Sending Money) – how to fund and submit transfers.
- Section 5 (Fees & FX) – service fees, exchange rates, and third-party charges.
- Section 7 (Restrictions) – prohibited/restricted activities and our rights.
- Section 9 (Errors/Refunds) – how to report issues and when refunds apply.
- Section 14 (Liability) – limits and exclusions.
- Section 18 (Changes) – how we change Services/terms consistent with applicable law.
2. Our Services
2.1 Money Transfers
The Services enable customers resident in the EEA (and other supported locations listed on our website) to send funds to a Beneficiary via supported payout methods (e.g., account deposit, wallet, cash payout) in designated corridors. A “Transaction Amount” is the amount you fund; the “Payout Amount” is what the Beneficiary receives, net of applicable fees and FX.
2.2 Intended Use
The Services are intended for personal, consumer use (peer-to-peer and family support). Use for commercial payments or for persons you do not know, or trust is not permitted unless explicitly allowed by Belmoney.
2.3 Third-Party Agreements
The Services may rely on third-party Service Providers (banks, processors, payout agents, telecom providers). Your use of such services may be subject to additional terms imposed by those providers.
3. Getting Started and Using Our Services
3.1 Profile Creation
You must create a Profile to use the Services. A Profile is not a bank or payment account and does not hold funds.
3.2 Registration
You must provide accurate information and complete KYC as required (see Section 8). You may need to create security credentials and install our app.
3.3 Individual Use
You must act on your own behalf and not on behalf of others.
3.4 Keep Information Up to Date
You must keep your details (including residency address) accurate and up to date and promptly notify changes. Changes in residency may affect eligibility and applicable terms.
3.5 Eligibility
To use the Services, you must: (a) accept this Agreement; (b) be 18+; (c) be resident in a supported country (as listed on our website); and (d) complete identity verification and other checks.
3.6 Restricted Persons and Territories
You may not use the Services if you are subject to sanctions or in jurisdictions we do not support. We may apply enhanced due diligence or decline transactions involving high-risk jurisdictions consistent with AML/CFT laws (see Section 7.2).
3.7 Single Profile
You may hold one Profile. We may limit multiple emails or instruments linked to a single individual.
4. Sending Money
4.1 Funding Instruments
You may fund a transfer by card (credit/debit) or bank transfer (e.g., SEPA), as made available. By selecting a card, you: (a) authorize charges for the Transaction Amount and fees; (b) confirm the card is valid and lawfully yours; and (c) authorize us to verify with the issuer.
4.2 Bank Funded Payments
Pay from a bank account in your own name using the reference/instructions we provide, within the specified timeframe. You are responsible for providing correct amounts and references.
4.3 If Funding is Incorrect
If payment is late, from an ineligible account, for an incorrect amount, or with wrong references, we may: (a) delay or cancel the Transaction; (b) refund subject to checks; (c) suspend/terminate the Services; or (d) comply with any legal/regulatory process impacting refunds.
4.4 Processing
Submitting a transfer is an offer to us. We may accept or decline in our discretion (consistent with law and this Agreement). The Services are for consumer use only.
4.5 Transaction Execution Time (Indicative)
Execution depends on corridor, payout method, bank cut-offs, controls, and time zones. Estimated times will be shown before you confirm. Times are indicative and not guaranteed. Examples:
- Brazil Account Deposit – Immediately
- Brazil PIX – Immediately
- International Account Deposit – Same day if made during the day. Operations made after 16:00 PM (CET) will be paid on the following day.
- e-Wallet Deposits – 3 hours
- Cash Pick-ups – Available immediately for withdrawal in the corresponding agency
- Home Delivery – 24h
4.6 Information We Need
We require: (a) accurate Sender/Beneficiary details; (b) cleared funds; (c) your consent; and (d) completion of any identity/limit/AML checks. If checks are pending, processing may be delayed.
4.7 Card Authorization
You authorize charges to your selected card. If a payment attempt fails, we may retry using the same instrument, in accordance with network rules and your issuer agreement.
4.8 Transaction Information
Please check all details before confirming; changes may not be possible afterwards. Refunds/cancellations are handled under Section 9.
4.9 Accuracy
Ensure all Transaction details are accurate as changes might not be possible after submission. Refunds or cancellations may be possible under specific circumstances.
4.10 Other Protections
Your card or bank provider’s agreement may give you additional protections (e.g., chargeback rules). Refer to that agreement.
5. Paying for Our Services and Currency Exchange
5.1 Service Fee
You agree to pay the Service Fee displayed before you confirm. Fees may be deducted from the Transaction Amount or charged separately.
5.2 Payment Methods
Pay only via the methods we disclose (e.g., supported cards or bank transfers). We are not obliged to accept other payment methods.
5.3 Additional Charges
If our costs arise due to your funding instrument (e.g., insufficient funds, chargebacks), you agree to reimburse us on demand.
5.4 Currency Conversion & Exchange Rates
Where currency conversion applies, we will display the exchange rate and the resulting Payout Amount before you confirm. The rate disclosed must equal the rate applied. Belmoney, acting as Merchant of Record and principal under IFRS 15, records gross revenue and may earn a spread on FX. If there is any discrepancy between the disclosed and applied rate, we will correct it and arrange reimbursement of the difference.
5.5 Third-Party Fees
Your bank, card issuer, telecom or internet provider may charge fees (e.g., cash-advance or international fees). You are responsible for these.
5.6 Taxes
You are responsible for any taxes arising from your use of the Services, in accordance with applicable law.
6. Receiving Money
6.1 Service Providers
Funds are made available to Beneficiaries through Belmoney’s network of local banks, financial institutions, and authorized agents (“Service Providers”). Service Provider locations, hours, and availability may vary. Funds not collected within 60 calendar days are cancelled and refunded to the Sender (less applicable fees).
6.2 Verification
Beneficiaries must present valid government identification and any reference number provided by Belmoney or its Service Providers. Service Providers may impose additional verification requirements in compliance with local regulations.
7. Important Service Restrictions
7.1 Right to Refuse Transactions
Belmoney may refuse or suspend any Transaction to protect Customers, comply with regulatory obligations, or mitigate risk.
7.2 High-Risk Countries
Transactions involving High-Risk Countries are subject to enhanced due diligence. Belmoney may suspend, delay, or refuse such Transactions at its sole discretion.
7.3 Restricted Activities
Customers may not use Belmoney Services for illegal purposes, gambling, controlled substances, adult content, or other prohibited activities.
7.4 Actions We May Take
Belmoney may:
- Suspend or terminate Profiles.
- Delay, cancel, or reverse Transactions.
- Report suspicious activity to authorities.
Customers will be notified where legally possible.
8. Data Protection and Privacy
8.1 Privacy and Cookie Policies
Processing of personal data is governed by Belmoney’s Privacy and Cookie Policies, available on our website.
8.2 Cross-Border Transfers
Personal data may be transferred outside the EEA. Adequate safeguards (e.g., EU Standard Contractual Clauses) will apply.
8.3 Customer Identification
In compliance with AMLD, Belmoney collects and verifies personal data, including identity documents, proof of address, and information about the source of funds.
8.4 Disclosure to Authorities
Belmoney may disclose data to regulators, law enforcement, or judicial authorities as required by law.
9. Error, Cancellations, and Refunds
- Error Resolution: Customers must notify Belmoney promptly of any unauthorized or incorrect Transaction within 13 months.
- Cancellation: Transactions may be cancelled before completion. Completed Transactions are non-refundable, except where required by law.
- Refunds: Refunds are credited to the original Funding Instrument. Exchange rate differences will not be compensated.
- Tracing Payments: Customers may request payment traces within the EEA.
10. Agreement Duration and Termination
- Cooling-Off Period: Customers may cancel this Agreement within 14 days of acceptance without penalty.
- Termination: Either party may terminate the Agreement with one month’s written notice.
- Post-Termination: Belmoney may retain Customer data as required by law.
11. Intellectual Property
Belmoney owns all intellectual property rights related to its Services, trademarks, and software. Customers are granted a limited, non-exclusive, revocable license to use Belmoney’s app and website for personal, non-commercial use.
12. Disclaimers
- Services may occasionally be unavailable due to maintenance or regulatory obligations.
- Belmoney is not responsible for disputes between Customers and third-party merchants.
- While Belmoney applies security measures, it cannot guarantee absolute protection from unauthorized access.
13. Customer Responsibility for Losses
Customers are responsible for losses caused by:
- Breach of this Agreement.
- Misuse of Services.
- Fraudulent or negligent activity.
14. Belmoney’s Liability
14.1 General Responsibility
We are liable for foreseeable loss and damage caused by our failure to comply with this Agreement or to use reasonable care and skill. We aren’t responsible for unforeseeable loss or damage, or loss caused by your breach or fraudulent actions.
14.2 Defective Digital Content
If paid Digital Content is supplied for a fee, we’re liable for ensuring it’s of satisfactory quality, fit for purpose, and matches description. Remedies may include repair, replacement, or compensation. We will repair damage or compensate if defective digital content damages your device due to our failure to use reasonable care and skill.
14.3 Exceptions to Liability Limits
Our liability is limited except in cases involving death, personal injury, fraud, or fraudulent misrepresentation. In these instances, we acknowledge our legal responsibilities as required by applicable law.
14.4 Exclusion of Certain Losses
We aren’t liable for business-related losses or losses from our disbursement partners. Our services are for domestic and private use.
14.5 Compliance, Act of God and Force Majeure
We shall not be held liable for any losses or damages arising from our compliance with legal and regulatory obligations or due to ‘Events Outside Our Control.’ These events are unforeseeable and beyond our reasonable control, and may include occurrences such as strikes, natural disasters, and significant network disruptions.
14.6 Definition of Act of God and Force Majeure
‘Events Outside Our Control’ are defined as extraordinary events or circumstances beyond our reasonable control. These may encompass, but are not limited to, severe weather conditions, epidemics, pandemics, unavoidable technical failures, and essential system maintenance.
15. Dispute Resolution and Governing Law
15.1 Dispute Resolution
In the event of any disputes arising from or relating to the services provided by Belmoney, customers are encouraged to first report their concerns directly to the Company. We prioritize addressing and resolving issues amicably between you, the customer, and Belmoney. Detailed information on how to file a complaint, including the contact details and procedures, is available on our website.
15.2 Alternative Dispute Resolution
Unresolved disputes may be referred to Ombudsfin (Belgium). This process involves an independent third party who will review the dispute and propose a solution.
Escalation Steps:
1. Contact Belmoney’s customer support to attempt direct resolution: support@bel.money
2. If unresolved, escalate to Belmoney’s dedicated dispute resolution team: compliance@bel.money
3. If still unresolved, proceed to engage Ombudsfin.
Address: Bd Roi Albert II 8, 1000 Bruxelles, Belgium
Phone: +32 2 545 77 70
Email: ombudsman@ombudsfin.be
Customers also have the option to use the European Online Dispute Resolution (ODR) platform at ec.europa.eu/odr.
15.3 Governing Law
The terms and conditions of use for Belmoney online services shall be governed by and construed in accordance with Belgian law, without regard to its conflict of law provisions.
16. Customer Security Obligations
16.1 Importance of Security
Belmoney prioritizes user security, employing various measures to ensure information safety. Users are advised to exercise caution when sending money, especially to unfamiliar entities. Deals or offers that seem too good to be true should be approached with caution.
16.2 User Obligations for Safe Usage
- Safekeeping: Users are responsible for safeguarding Funding Instruments and Security Credentials (e.g., password).
- Non-Disclosure: Users must not share Funding Instruments or Security Credentials, except during the use of Belmoney’s Services.
- Secure Password Practices: Users should avoid writing passwords in easily understandable ways and choose strong, non-guessable passwords.
- Device Security: Devices used for Belmoney’s Services should have virus checks and firewall protection.
- Prompt Notification: Users must promptly notify Belmoney of any service failures, delays, malfunctions, viruses, or errors.
- Contingency Planning: Users should have contingency plans to address service unavailability or system failures.
- Compliance with Instructions: Users are required to follow Belmoney’s instructions for keeping Funding Instruments and Service usage secure.
16.3 Biometric Access
Belmoney may offer the functionality to use biometric information, like fingerprint scanning, for Service access. Users need a compatible device with the Belmoney app and enabled applications for biometric scanning. Users are responsible for ensuring that only their biometric information is registered on the device.
16.4 Compromised Service Notification
Users should contact Belmoney immediately if they suspect fraud, unauthorized use, or compromised Services usage. Report any inappropriate use by contacting compliance@bel.money. Users should forward any fake (phishing) emails purportedly from Belmoney to compliance@bel.money.
17. Changes to Services and Agreement
17.1 Changes to the Services
Belmoney may introduce additional service functionalities or adjust for reasons such as software maintenance, bug fixes, or security threats. Additional services are subject to the terms of this Agreement or other terms and conditions provided during their availability.
17.2 Changes to this Agreement
Belmoney reserves the right to make changes to this Agreement. Users have the right to terminate the Agreement without charge in response to changes.
17.3 Reasons for Changes
Changes may be made for reasons such as correcting errors, reflecting new products or services, responding to legal requirements, and adapting to industry standards.
17.4 Notification of Changes
Changes are communicated by posting the revised Agreement on Belmoney’s website and/or app.
17.5 Unilateral Changes by Belmoney
Users are given at least 2 months’ notice of a Material Change, and they can terminate the Agreement without charge within this notice period.
18. Other Terms
18.1 Enforcement Flexibility
The fact that we may not immediately enforce certain provisions or take immediate action against a breach of this Agreement does not waive our right to enforce those provisions or act later. For instance, if we provide Services despite a delayed payment, we can still request payment later.
18.2 Severability Clause
If any court or relevant authority deems any part of this Agreement unlawful, the remaining sections will remain valid and enforceable. Each section operates independently.
18.3 Transfer of Agreement
We reserve the right to transfer our rights and obligations under this Agreement to another organization. Users will be notified of such a transfer, and they can terminate the Agreement if dissatisfied with the transfer.
18.4 User’s Transfer of Rights
Users can only transfer their rights or obligations under this Agreement to another person with our express written consent. Our consent may be restricted by legal and regulatory obligations, including anti-money laundering laws.
18.5 Rights Enforcement
This Agreement is a binding contract between the user and Belmoney. No other person, except as explained in section 13 (Compensation you may owe us), has the right to enforce its terms.
18.6 Compensation Scheme Clarification
As Belmoney is not obligated to be part of any government compensation scheme, no compensation would be available under such a scheme in the unlikely event that Belmoney cannot meet its liabilities.
Get in touch
6-12 Cooke Street Keighley West Yorkshire BD21 3NN
+441535553402
customercare@remithome.net