Last updated: 6 August 2026
1. What you pay
Before you confirm any transfer we show you, in a single summary: the amount you are sending, the transfer fee, the exchange rate we will apply, the total amount you must pay us, and the exact amount your beneficiary will receive. There are no other charges from us.
- Transfer fee — a fixed or percentage fee depending on the destination country, city and amount. It is always shown separately before you confirm.
- Exchange rate — the rate quoted on your transaction is the rate applied. We do not change it after you confirm.
- Total cost — the fee plus any difference between our rate and the market reference rate. Both are visible on your quote and receipt.
2. How we set exchange rates
Our rates are set by us and are updated regularly. They include a margin over the wholesale market rate; that margin is how we cover the cost of delivering funds. Online transfers use our published online rate. Transfers created in branch or by an agent may use our cash rate, which is shown to you before you pay.
3. Third-party costs
The amount shown as "beneficiary receives" is the amount payable at the collection point. If your beneficiary chooses a bank or mobile-wallet payout, their own provider may apply charges outside our control; we will tell you if we are aware of any.
4. Delivery times
- Most cash-collection transfers are available within a few hours of funds clearing, and by the end of the next business day at the latest.
- Transfers are processed during business hours in both the sending and receiving country.
- Compliance checks, missing beneficiary details, or public holidays can extend this. We will contact you if a transfer is delayed.
5. Cancellation and refunds
You may cancel a transfer at any time before it has been collected or paid out, by contacting us with your reference number. Where funds have not been paid out we refund the full amount you paid, including the fee, to the payment method you used. Once funds have been collected by the beneficiary the transfer cannot be reversed.
If we execute a payment incorrectly or without your authorisation, you are entitled to a refund under the Payment Services Regulations 2017, provided you tell us without undue delay and in any event within 13 months of the payment.
6. Limits
Transfer limits depend on the identity checks we hold for you and on the destination. Higher limits require additional verification and, for larger amounts, evidence of your source of funds. Limits applying to your account are shown at the point of sending.
7. Currency of these terms
Our full contractual terms, including our liability and your obligations, are in our Terms & Conditions. This page summarises them and does not replace them.