Nos conditions générales

Welcome to TransferGo

(1) Introduction

1.1 TransferGo Ltd (‘TransferGo’) operates a service that allows you to transfer money and make foreign currency payments internationally through our website, www.transfergo.com and our mobile application (the ‘Service’).
These following terms and conditions, together with any documents and/or additional terms they expressly incorporate by reference (collectively, these ‘Terms and Conditions’), govern your access to and use of our website (‘Site’ or ‘website’) and your use of the Service.

1.2 All references to ‘our’, ‘us’ or ‘we’ within these Terms and Conditions are deemed to refer to TransferGo and this includes, where applicable, employees, directors, successors, affiliates, and assigns.

1.3 All references to ‘you’ or ‘your’ within these Terms and Conditions are deemed to refer to the User of our Service whether as a client of TransferGo, Senders, Recipients (defined in Section 6.1), or visitors to our website or mobile application.

1.4 Your use of the site and Service (including accessing, browsing or registering to use the site) confirms your unconditional agreement to be bound by these Terms and Conditions and is subject to your continued compliance with these Terms and Conditions.

1.5 By using the website, you accept and agree to be bound and comply with these Terms and Conditions and our Privacy Policy referenced in these Terms and Conditions. If you do not agree to these Terms and Conditions, you must not access or use the website or register with us or use the Service.

1.6 We reserve the right to revise these Terms and Conditions at any time by amending this Site and your continued use of the site after any such amendments are published on the site will be considered acceptance by you of such amended Terms and Conditions. Updated Terms and Conditions will supersede all previous versions of the Terms and Conditions. You agree to periodically review these Terms and Conditions in order to be aware of any such amendments, as they are binding on you.

(2) About us

2.1 TransferGo is a company incorporated under the laws of England and Wales with company number 07914165. Our registered office is 1a Old Street Yard, White Collar Factory, EC1Y 8AF, London, United Kingdom. This office is not publicly open to you or other members of the public.

2.2 TransferGo is an authorised electronic money institution (EMI) authorized by the Financial Conduct Authority (FCA) under the Electronic Money regulations 2011 (EMRs) and the Payment Services Regulations 2017 (PSRs) (Firm registration number: 991295) to issue electronic money and providing payment services.

(3) Accessing the Service

3.1 In order to access and use the Site and to use our Service, you must be at least eighteen (18) years old, or the age of majority in your province or territory of residence.

3.2 You must have the ability to enter into legally binding contracts under applicable law, including local law in the jurisdiction in which you live. We may ask you at any time to show proof of your age.

3.3 As a User, you must be able to enter into legally binding contracts under applicable law, including local law in the jurisdiction in which you live.

3.4 If you are not a consumer, you confirm that you have authority to bind any business or entity as a Sender or Receiver on whose behalf you seek to use the Site or our Services and that business or entity accepts these terms in full.

3.5 We are not obliged to process any particular transaction. When you submit a transaction request, you are requesting that we process the transaction on your behalf and consenting to the execution of the transaction, which request we may, in our sole discretion, accept or reject.

3.6 You may withdraw your consent to execute a transaction any time before we receive it. We might not be able to cancel a transaction that has already been executed. You may also withdraw consent to execute a series of transactions, in which case all future transactions become unauthorised.

3.7 If a transaction is initiated by or through the Receiver, the Sender cannot revoke the Transaction Request once they have given the Receiver consent to execute it.

3.8 We may, in our sole discretion, refuse or cancel any transaction request or impose limits on the Transaction Amount (defined in Section 6.2) we may do so either on a per transaction basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Instrument or on related sets of registration details or Payment Instruments.

3.9 In that case, we will notify you promptly of that decision and refund you the Transaction Amount received by us, provided that we are not prohibited by law from doing so.

(4) Using the Service

4.1 You don’t need to register for a TransferGo account in order to visit or use most areas of our website or our mobile application. However, to use the Service and access restricted areas of our website and or mobile application you will need to register and set up an account with us ( your ‘Account’). If during the registration you provided the name and the surname that do not match in any way with your identification documents submitted to us, you agree that we will autocorrect your details according to your identification documents.

4.2 Your use of the Service requires Account. You are solely responsible for your Account and the maintenance, confidentiality and security of your Account and all passwords related to your Account, and any and all activities that occur under your Account, including all activities of any persons who gain access to your Account with or without your permission.

4.3 You must i) change your password regularly and ensure that it is not used across other online accounts; ii) contact us if anyone asks for your TransferGo password; iii) always follow recommended password management practice; iv) set up 2-step authentication where prompted;
v) keep your email account secure. You may reset your Account password using your email address. Let us know immediately if your email address becomes compromised.

4.4 You must not to i) disclose your TransferGo Account password or your customer reference number. Keep them safe; ii) let anyone access your TransferGo Account or watch you accessing it;
iii) use any functionality that allows your login details or passwords to be stored by the computer or browser you are using or to be cached or otherwise recorded; iv) do anything which may in any way avoid or compromise the 2-step authentication process.

4.5 You agree to immediately notify TransferGo, to the extent that you are or become aware, of any unauthorised use of your Account, any service provided through your Account or any password related to your Account, or any other breach of security with respect to your Account or any service provided through it, and you agree to provide assistance to us, as requested, to stop or remedy any breach of security related to your Account.

4.6 You agree to provide true, current, and complete customer information as requested by us from time to time and you agree to promptly notify us of any changes to this information as required to keep such information held by us true, current and complete.

4.7 When you make a transfer with us, it is your responsibility to make sure that all transfer details are complete, accurate and correct (including, without limitation, the recipient’s and their banking details) as we may not always be able to let you change the details of your transfer once it’s submitted to us for processing and they will be treated by us as correct (even if you have made a mistake). You may be entitled to a refund in certain circumstances, and you may cancel a valid transfer at any time while it is pending. If you provide incorrect information with your payment instruction to us, we will use reasonable efforts to recover the funds for you, but this is not guaranteed, and we may need to charge you a fee for that.

4.8 You must notify us by sending an email to [email protected] of any unauthorised or incorrectly initiated or executed payment transactions as soon as you become aware of them no later than 13 months after the debit date in order to be entitled to have the error corrected.

(5) Licence to use the website

5.1 You may view, download for caching purposes only, and print pages from the website, provided that:

5.1.1 You must not republish material from this website (including republication on another website), or reproduce or store material from this website in any public or private electronic retrieval system.

5.1.2 You must not reproduce, duplicate, copy, sell, resell, visit, or otherwise exploit our website or material on our website for a commercial purpose, without our express written consent.

(6) Payment

6.1 Our Service allows you (the ‘Sender’ a private or legal person who is meant to send the funds as per the transfer) to send money from any of the countries in which we operate (the ‘Supported Countries’) to any person or business in the same or another Supported Country (the ‘Recipient’).

6.1.1 Please be aware that we are always expanding the list of Supported Countries. For the most up
to date list of the Supported Countries, please visit [http://support.transfergo.com/hc/en- gb/articles/205576889-Supported-Countries].

6.1.2 TransferGo reserves the right to cease providing the Services in any of the Supported Countries at any time and without any notice to You.

6.2 To request a money transfer to a Recipient, you will need to provide payment instructions through the Service. This will include but is not limited to the Recipient’s full name, address, account number and Bank Identifier Code (‘SWIFT’ or ‘BIC’), ‘Reference’ (if applicable) and the amount you wish to send (the ‘Transaction Amount’).

6.3 It is solely your responsibility to make sure all the transaction details are accurate before submission.

6.4 Providing inaccurate details, can cause delays in processing your transaction or can lead to your transaction being canceled. Once a transaction has been submitted for processing, TransferGo may, at their sole discretion, attempt to cancel a transfer at your request, but cannot guarantee success in such efforts if a transfer has been duly authorised and submitted (please refer to ‘Cancellation and Refund’ section).

6.5 Before you confirm a transaction, we will provide you with the foreign exchange conversion rate that will be applied to your transaction and the fee we will charge for the transaction (the ‘Transaction Fee’).

6.6 We will also provide you with the estimated amount the Recipient will receive (the ‘Payout Amount’) after currency conversion and deduction of the Transaction Fee.

6.7 The actual amount that the Recipient receives may differ from the Payout Amount due to additional fees applied by banks or other service providers. Please see the section ‘Other fees, charges and interest’.

6.8 Once you confirm that you would like to initiate a transaction, we will generate a unique transaction identification number and provide you with funding instructions, including our bank account details or request you to provide your card details (if that is the payment method you have chosen), so that you can deposit the Transaction Amount and pay us the required Transaction Fee.

6.9 The funds will be paid onto the Recipient bank account in the Receiving Country stated in the online form. Once your Transfer has been accepted and the Transaction Amount and Transaction Fee has been received by TransferGo we will aim to credit the Transaction Amount onto the Recipient bank account in the currency requested in the online form within the chosen Delivery Time.

6.9.1 We will not contact the Recipient when funds become available on his account.

6.9.2 We will attempt to process transactions promptly, but any transaction may be delayed or canceled for a number of reasons including but not limited to: our efforts to verify your identity; to validate your transaction instructions; to contact you; or otherwise to comply with applicable law; or due to variations in business hours and currency availability; due to additional Compliance requirements or/and operating procedures and business guidelines our partners have in place.

6.9.3 Delivery times quoted on our website and in these Terms and Conditions are representative for the ‘normal’ / average service and are not a guarantee of an individual Service or transaction time.

6.9.4 ‘Business Day’, for the purpose of these Terms and Conditions, means a day other than a Saturday, Sunday or public holiday in the United Kingdom or in the Sender’s/Recipient’s jurisdiction when banks are open for business.
6.9.5 Banks have specified times for cut off for the receipt and dispatch of electronic payments. You acknowledge and agree that TransferGo cannot be held liable for any delay in onward payment attributable to the late arrival of funds or instruction of payment related to the cut off times of the designated bank.

6.9.6 If you notice that funds that do not belong to you have been credited to your Account, you must inform us immediately; if an amount is incorrectly credited to your Account, we may debit it without your separate consent. If you no longer have the funds in your Account to cover such a debit, you must repay us within three (3) Business Days of receiving our request. If you fail to cooperate and refund the funds, TransferGo will take legal and enforcement action.

6.10. We keep your money safe. We partner with financial institutions that hold the funds of customers separately to our own funds in accordance with applicable regulations. This is known as safeguarding. As your funds are safeguarded, if we were to become insolvent, once any costs related to any insolvency are paid out, you (and all our other customers) would be paid out from any accounts safeguarded by our financial institution partner before anyone else. This process would be handled by an insolvency practitioner, not by us. For further information on how we look after your money, please visit https://support.transfergo.com/hc/en-gb/articles/360059777492-How-do-you-keep-my-money-safe-

(7) Your payment details

7.1 We will ask you to provide details of the payment instrument you wish to use, such as your credit card, debit card or bank account (your ‘Payment Instrument’) so that we can collect payment from you when you initiate a transaction.

7.2 Where relevant, you authorise us to debit your chosen Payment Instrument with the Transaction Amount and Transaction Fee. You represent and warrant that you are the lawful owner of these Payment Instrument(s) and that the details you supply to us are accurate.

7.3 If your payment fails or is insufficient, you authorise us to re-try one or more times to debit your selected Payment Instrument.

7.4 Both you and the Recipient will only act on your own behalf. You may not submit an Instruction or receive a Transaction on behalf of a third person.

7.5 TransferGo will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or ‘cash advance’ fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

(8) Exchange rates

8.1 The applicable exchange rate. We will let you know the exchange rate; i) when you place your payment order, if it is a guaranteed rate payment order; or ii) when we have received your payment, if it is a non-guaranteed rate payment order.

8.2. When we refer to an exchange rate in these Terms & Conditions, it means the exchange rate at the relevant time for the relevant currency pair that is offered by us, which is typically provided by a reference rate provider. We may change our reference rate provider from time to time without notice to you.

8.3 Guaranteed rates. We will notify you of the guaranteed rate and the guaranteed time period when you create your transfer. Guaranteed periods are subject to the following conditions:

8.3.1 The guaranteed period may be extended if your transfer is created over the weekend or public holiday.
8.3.2 We must receive sufficient funds from you during the guaranteed period in order to convert your money at the guaranteed rate. You will see when we have received your money by logging into your TransferGo Account.
8.3.3 If we receive your funds after the guaranteed period, we will not be able to convert your money using the guaranteed rate and your transfer will become a non-guaranteed rate transfer. Accordingly, we may convert your money at the applicable exchange rate at the time we receive your money, or we will email you and ask you if you want to proceed with your transfer at the new exchange rate.
8.3.4 If the relevant exchange rate (as provided by our reference exchange rate provider) changes by 5% or more during the guaranteed period, we can, at our option, suspend your transfer for a reasonable period of time or cancel your transfer and refund the money to you.
8.3.5 We may change these guaranteed rate conditions or suspend the guaranteed rate feature at any time.

8.4 The total amount (the Transaction Amount, Service Fee and other applicable fees and charges) that you will be required to pay, and the relevant exchange rate, will be displayed clearly on the website before you are asked to confirm your transaction, and proceeding with the transaction at this point is entirely optional.

8.5 This exchange rate will apply even where there is a delay in processing your transaction. When you pay for a transaction in one currency and the Recipient is paid in another currency, there will be a difference between the exchange rate at which we buy foreign currency and the exchange rate provided to you.

8.6 We are not a currency trading provider, therefore you should not use our Services for any kind of trading. If we determine that you are using our Services for this purpose, you will be breaking these Terms and Conditions and we reserve the right to i) cancel the transaction and refund your payment; ii) suspend or close your TransferGo Account and seek disgorgement of your gains.

(9) Other fees, charges and interest

9.1 If you submit a transaction that results in TransferGo becoming liable for fees or charges, such as chargeback or other fees, you agree to reimburse us for all such fees.

9.2 If you selected a pay-in method which gives you chargeback rights (for example in relation to your credit card, you may ask your card provider to reverse a transaction on your card), you promise that you will only exercise this chargeback right if i) we have breached these Terms & Conditions; or ii) there was an unauthorised use of your payment instrument.

9.3 You promise that you will not exercise your chargeback right for reasons which we are not responsible, including a dispute with your recipient or if there are insufficient funds in your payment instrument. If we need to investigate or take any actions in connection with a chargeback raised by you, we may charge you for our costs in doing so and may deduct such an amount from your TransferGo Account.

9.4 In order for us to collect payment from you, you authorise us, in accordance with any requirements under applicable law, to access, charge, or debit funds from, any of your Payment Instruments.

9.4.1 For example, if there are insufficient funds in your bank account at the time you submit your transaction, we may try to debit your bank account, in accordance with applicable law and rules, or charge your credit card at a later time.

9.5 TransferGo is not responsible for any charges applied by the Recipient’s bank resulting from the receipt of funds into the Recipient’s bank account.

9.5.1 You should contact the Recipient’s bank directly for details about any such charges that may be applicable to the transaction.

9.6 TransferGo will have no responsibility for any fees or charges you may incur by the use of a particular Payment Instrument to fund a transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or ‘cash advance’ fees and additional interest which may be imposed by credit card providers if they treat use of the Service as a cash transaction rather than a purchase transaction.

9.7 You will not be entitled to any interest for the period during which the funds to be remitted are with the bank, or pending remittance or are in the course of remittance, or for any other period. TransferGo may, at any time and at our sole discretion, limit the amount to be transferred, either on a per transaction basis or on an aggregated basis.

9.8 On certain occasions intermediary bank fees may be applicable. In such cases TransferGo may refuse to cover the fees. TransferGo is not liable for covering fees imposed by the bank of the Recipient.

(10) Cancellation and Refund

10.1 You can cancel your agreement with us after you have submitted a transaction. This right of cancellation continues until fourteen (14) days after you have submitted the transaction, or until we have completed the contract by depositing the Transaction Amount (after conversion into the Recipient’s currency) into the Recipient’s bank account, whichever occurs earlier.

10.2 If you exercise your right to cancel under this clause, we may apply a cancellation fee. If you wish to cancel a transaction and/or request a refund, you can send us an email
to [email protected] or contact us using the contact information at the bottom of these Terms and Conditions.

10.3 We will consider your request for a refund (submitted by email, or by mail using the contact information at the bottom of these Terms and Conditions or by phone subject to satisfactory identification of the subject) if we are able to identify you as the sender.

10.4 For us to identify you, you must contact us from your registered email address, provide your full name, address, and phone number, together with the transaction identification number, Transaction Amount, and the reason for your refund request. Any refunds will be credited back to the same Payment Instrument used to fund the transaction and in the same currency unless we cannot identify Sender’s bank account.

10.5 If we cannot identify Sender’s bank account, we will contact the Sender asking to provide the same currency bank account details to refund the transfer.

10.6 For successful revocations TransferGo will normally refund your money, to the same Payment Instrument used to fund the Transaction and in the same currency, less any reasonable revocation, recall or tracing charges and any Service Fees already charged. No adjustment will be made for any currency fluctuations which may have occurred in the meanwhile. If we do provide you a refund, we will only refund the Transaction Amount if the transaction was not paid out to the Recipient (in which case we will also cancel your pending transaction).

10.7 In circumstances when the payment has already been credited to the Recipient’s bank account, and a Sender requires a recall of the funds, they may do so. However, TransferGo cannot guarantee cancellation will be successful.

10.8 In those circumstances we would make reasonable efforts to recover the funds. We may charge you a reasonable fee, reflective of our efforts, to do so. However, there is no guarantee that the cancellation will be successful.

You may recover the full amount of executed transfers initiated by or through the Receiver, if: i) a precise amount was not specified when the transfer was authorised, and ii) the transfer amount exceeds the amount which could have been reasonably expected of you. We will ask you to give us information about these conditions. You can request such a refund within 8 weeks of the debit date and we will repay the full amount within 10 working days of receiving your refund request, or explain why we will not be refunding you and also specify the procedure for appealing against our refusal.

(11) Collection of Information

11.1 We are an Electronic Money Institution authorised by the FCA under the Electronic Money Regulations 2011 for the issuing of electronic money and providing payment services. Our FCA reference number is 991295.

11.1 UK law requires all financial institutions to obtain, verify, and record identifying information about all its customers. We may therefore require you to supply us with personal identifying information and we may also legally consult other sources to obtain information about you.

11.2 In accordance with our obligations under The Money Laundering Regulations 2017 and any other applicable laws of the United Kingdom or of the country from which funds are transferred or where funds are intended to be received. We may therefore require you to supply us with personal identifying information and we may also legally consult other sources to obtain information about you to enable us to verify you.

11.3 The following means of the verification may be required: photographic evidence of your identity such as a copy of your passport or other form of identification, proof of residence and/or proof of source of funds.

11.4 However, we reserve the right to request you to provide us with the above-mentioned documents as well as other supporting information, at any time.

11.5 We are required to verify your personal details in order to confirm your identity and we may also use a recognised agency for this verification process. We may also disclose your personal information to a credit reference agency and fraud prevention agency, which may keep a record of that information.

11.6 This is done only to confirm your identity, a credit check is not performed, and your credit rating will not be affected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

11.6.1 For more details on data protection, please see our Privacy Policy for more information about how we handle your information. A copy of the Privacy Policy may be obtained on request at: [[email protected]], or by visiting: [https://www.transfergo.com/en/privacy-policy].

11.7 We may be required by law to provide information about you, your use of the Service and your Instructions to government or other competent authorities as described in our Privacy Policy. You acknowledge and consent to us doing this.

(12) Limitations of Liability

12.1 We will provide the Service using reasonable care and diligence.

12.2 We will use reasonable endeavors to make the Service available except for: planned maintenance, for which 24 hours’ notice will be given by placing a notice on our website or mobile application or by providing you an alert through the Service;

12.2.1 Or unscheduled maintenance during normal business hours (UK time) or otherwise, for which we will use reasonable endeavors to give you advance notice by placing a notice on our website or mobile application or by providing you an alert through the Service.

12.3 Due to the nature of the Internet and technology as well as cooperation with third party providers, the Service is provided on an ‘as available’ and ‘as is’ basis. This means that we are unable to promise that your use of the Service will be uninterrupted, without delays, error-free or meet your expectations and we do not give any commitment relating to the performance or availability of the Service in these Terms and Conditions and, to the extent we are able to do so, we exclude any commitments that may be implied by law.

12.4 We will also not be responsible, to the extent permitted under any applicable law, for any delay in performing any transactions or any other obligations if this is caused by circumstances beyond our control, such as changes in the law, withdrawal of a foreign currency, strikes or labor disputes, imposition of sanctions over a beneficiary or natural disasters.

12.5 We will notify you as soon as we can if we are unable to perform a transaction for any of these reasons and will use reasonable measures to secure the return of any money paid by you.

12.6 However, in the event that we make a payment transfer that is not in accordance with your instructions (for example, we send the transfer to the wrong Recipient), we will refund you that payment in full.

12.7 For security reasons, we recommend that you only send money through the Service to people you know personally.

12.8 If you choose to pay third parties for goods and services using the Service, you acknowledge that TransferGo has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Service is entirely at your own risk.

(13) Force Majeure

13.1.1 TransferGo will not be held liable in the event of any act, event or circumstance not within the reasonable control of TransferGo (‘Event of Force Majeure’), but only if and to the extent that such Event of Force Majeure (a) despite the exercise of reasonable diligence, cannot be, or be caused to be, prevented, avoided or removed by TransferGo: or (b) materially and adversely affects the ability of TransferGo to perform its obligations, where TransferGo has taken all reasonable precautions, due care and reasonable alternative measures in order to avoid the effect of such Event of Force Majeure.

(14) Intellectual Property and Copyright

14.1 TransferGo website and the TransferGo Service, the content, and all intellectual property relating to them and contained in them. Including but not limited to copyrights, patents, database rights, trademarks and service marks and any other intellectual property rights which subsist in the design, layout, processes, functions, data and content of our website and mobile application, belong to us and we give you permission to use these materials for the sole purpose of using the Service in accordance with these Terms and Conditions.

14.2 All right, title and interest in and to the TransferGo website and the Service shall remain our property.

14.3 TransferGo website and the TransferGo Service may be used only for the purposes permitted by these Terms and Conditions or described on the website. You are authorised solely to view and to retain a copy of the pages of the TransferGo Website for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the TransferGo website, the TransferGo Service or any portion thereof for any public or commercial use without our express written permission.

14.4 As part of our Service, we allow you to download our mobile application (including any updates) from our website or via an app store for use on your mobile devices for the sole purpose of accessing and using the Service in accordance with these Terms and Conditions, therefore we grant you a non-exclusive, personal, non-transferable licence for this sole purpose.

14.5 Your right to use the Service is personal to you and is non-transferable

14.6 TransferGo certifies that it retains full and complete ownership of the granted Rights, the right to dispose of them and to freely grant licences thereof to whomever it chooses.

14.7 Other than as permitted in these Terms and Conditions, you are not given a right to use the ‘TransferGo’ name or any of the ‘TransferGo’ trademarks, logos, domain names or any other distinctive brand features.

14.8 No part of our website, its content or any of its underlying software and databases may be copied or reproduced, shared with third parties, reverse engineered, reverse assembled, or used to create any derivative work (whether in physical or electronic form) without the prior written consent of TransferGo.

14.9 You may not: (a) use any robot, spider, scraper or other automated device to access the website, the mobile application or the Service; and/or (b) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the TransferGo website (or printed pages of the website).

(15) Acceptable use

15.1 You agree that if you use our website or/and our Services you will be taken to have agreed to these Terms. If you do not agree to these Terms, you should not use our website or our Services.

15.2.1 When using the Service you must not: circumvent, disable or otherwise interfere with any security related features of the Service;

15.2.2 create more than one Account;

15.2.3 give any false or misleading information in your Account details;

15.2.4 permit another person to use the Service under your name or on your behalf unless you are a business and such person is authorised by you;

15.2.5 use the Service if we have suspended or banned you from using it;

15.2.6 engage in any fraudulent, illegal or unlawful conduct;

15.2.7 modify, interfere, intercept, disrupt or hack the website or the Service;

15.2.8 or misuse the Service by knowingly introducing viruses, Trojans, worms, logic bombs or other material which would harm the Service or any user of the Service’s own equipment, (together, this list forms our ‘Rules of Acceptable Use’).

15.3 Failure to comply with the Rules of Acceptable Use constitutes a serious breach of these Terms and Conditions and may result in our taking all or any of the following actions (with or without notice):

15.3.1 immediate, temporary or permanent withdrawal of your right to use our Service or closure of your Account;

15.3.2 issuing of a warning to you;

15.3.3 legal action against you including proceedings for reimbursements of all costs (including, but not limited to, reasonable administrative and legal costs) resulting from the breach;

15.3.4 disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

15.4 The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.

(16) Closure and suspension of your TransferGo Account

16.1 We may close your TransferGo Account, or any service associated with it by giving you two
months’ prior notice.

16.2 We may at any time suspend or close your TransferGo Account without notice if:

16.2.1 you breach any provision of these Terms & Conditions;

16.2.2 we are requested or directed to do so by any competent court of law, government authority, public agency, or law enforcement agency;

16.2.3 we have reason to believe you are in breach of any applicable law or regulation; or

16.2.4 we have reason to believe you are involved in any fraudulent activity, money laundering, terrorism financing or other criminal or illegal activity.

16.3 We may suspend your TransferGo Account or restrict its functionality if we have reasonable concerns about i) the security of your TransferGo Account; or ii) suspected unauthorised or fraudulent use of your TransferGo Account.

16.4 We will give you notice of any suspension or restriction and the reasons for such suspension or restriction as soon as we can, either before the suspension or restriction is put in place, or immediately after, unless notifying you would be unlawful or compromise our reasonable security measures. We will lift the suspension and/or the restriction as soon as practicable after the reasons for the suspension and/or restriction have ceased to exist.

(17) Complaints

If you have any complaints about us or our Services, you may contact us following our customer complaint procedure.
17.1 Customer Complaint Procedure:
If you’re unhappy with our service, we’ll try to put things right.
We always do our best, but we realise that things sometimes go wrong.

If you have a complaint, please contact us at [email protected]. You’ll need to give us the information below:
● your name;
● the phone number and email address associated with your account;
● when the problem arose; and
● how you’d like us to put the matter right.

17.1.1 We will look into your complaint and respond to you by email. We will communicate with you in English, unless we tell you otherwise.

Once we have received your complaint we will:

● email you that we got your complaint
● ask for any extra information, if we need it
● investigate your case and your concerns
● email you to explain what actions we took and why

17.1.2 We’ll look into your case as quickly as possible. We aim to acknowledge your complaint within 48 hours and send you a final response within 14 calendar days.
On rare occasions, we may need to extend the deadline by a further 14 calendar days to investigate your case in detail.

17.2 Alternative dispute resolution

If you are unhappy with our resolution of your complaint, you can refer it to the Financial Ombudsman Service (FOS) within 6 months of the date we sent (or should have sent) our final response to you:

● Online: www.financial-ombudsman.org.uk
● Email: [email protected]
● Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
● Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–8:00pm (GMT), and on Saturday from 9:00am–1:00pm (GMT)
● If you’re not in the UK, call +44 20 7964 0500.
● You can also use their service through the Online Dispute Resolution platform.

If your complaint is about our service, you can also make a complaint to the Financial Conduct Authority.

(18) Changes to Terms and Conditions

18.1 We may need to change these Terms from time to time to:

18.1.1 comply with law or regulations;
18.1.2 reflect changing market conditions; or

18.1.3 meet our changing business requirements.

18.2 TransferGo will notify you of any changes to our Terms and Conditions in writing by email and/or by placing a notice on our website or mobile application, together with the date on which the changes will take effect (the ‘Effective Date’).

18.3 TransferGo will give you at least two (2) months’ prior written notice of any material changes to these Terms and Conditions. If we do this, you can terminate these Terms and Conditions immediately by closing your TransferGo Account or profile and ceasing use of our Services during the notice period. If we do not hear from you during the notice period, you will be considered as having accepted the proposed changes and they will apply to you from the Effective Date specified on the notice.

18.4 In some instances, we may change these Terms and Conditions immediately. Notwithstanding Section 18.3, changes to these Terms and Conditions which do not require two months’ notice or are (1) more favorable to you; (2) required by law; (3) related to the addition of a new service, extra functionality to the existing Service; or (4) changes which neither reduce your rights nor increase your responsibilities, will come into effect immediately if they are stated in the change notice. Changes to exchange rates shall come into effect immediately, without notice and no rights for objection of such change.

18.5 Changes made to our Terms and Conditions will normally only apply to your use of our Service after the Effective Date but may also apply to any transactions or other use of our Service initiated before the Effective Date where this is required by law.

The Effective Date for the current version of the Terms and Conditions is 22 January 2024.

(19) No Financial Advice

19.1 Our Service and any information displayed on our website or mobile application does not constitute investment or financial advice, and nothing relating to the provision of the information herein shall be construed as creating a fiduciary, financial or other advisory relationship between TransferGo and you or any other third party.

19.2 We do not accept any liability for any loss or damage which is incurred from you acting or not acting as a result of reading any of our publications. You acknowledge that you use the information we provide at your own risk.

19.3 Our publications do not offer investment advice and nothing in them should be construed as investment advice. Our publications are solely for information and education purposes.

19.4 The information contained in our publications is not, and should not be read as, an offer or recommendation to buy or sell or a solicitation of an offer or recommendation to buy or sell any securities. Our publications are not, and should not be seen as, a recommendation to use any particular investment strategy.

19.5 Any comments or statements made are not a recommendation for you, for any particular course of action and should not be regarded as investment advice.

(20) Jurisdiction

20.1 These Terms and Conditions will be governed and construed in accordance with English Law and any arising dispute pursuant to these Terms and Conditions will be determined by the courts in England and Wales.

20.2 You agree that English courts have exclusive jurisdiction for any disputes.

20.3 All communications between us and you shall be made in the English language. Where any translation of our Terms and Conditions is undertaken into another language the English version of our Terms and Conditions shall prevail over any translation.

Contact Information
Registered Office: TransferGo Ltd
1a Old Street Yard, White Collar Factory, EC1Y 8AF London

United Kingdom
Registered in England and Wales Number 07914165 email:[[email protected]]