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Welcome to TransferGo
TransferGo operates a service that allows you to transfer money and make foreign currency payments internationally through our website, www.transfergo.com and our app (the “Service“).
These Terms and Conditions govern the terms under which you may access and use the Service.
By accessing, registering with and using the Service, you agree to be bound by the terms of the Terms and Conditions.
If you do not wish to be bound by these Terms and Conditions do not access, register with or use the Service.
As used throughout these Terms and Conditions, the terms “TransferGo“, “we“, “us“, and “our“ refer to TransferGo Ltd, together with its employees, directors, successors, affiliates, and assigns. The terms “you“ and “your“ refer to users of the Service, whether in their capacity as Senders, Recipients, or visitors to our website or app.
TransferGo Ltd (company number 07914165) is a company registered in England and Wales, with its registered office at Level 42, One Canada Square, Canary Wharf, E14 5AB, London, United Kingdom.
TransferGo is authorised as a payment service provider by the Financial Conduct Authority (“FCA“) under the Payment Service Regulations 2009 (registration number: 600886) for the provision of payment services and licensed by Her Majesty's Revenue and Customs (“HMRC“) (license number 12667079) as a money transmitter.
TransferGo is a Payment Service Provider, the main business being money transfers and provision of services for making foreign currency payments internationally.
Accessing the Service
To be eligible for our Services, you must be at least 18 years old and a resident of a European Union or European Economic Area (EEA) member state. You must be able to form legally binding contracts under applicable law.
Our Terms and Conditions are applicable on each transaction. If you submit a transaction, you are requesting that we process the transaction on your behalf, an offer which we may accept or reject at our sole discretion. However, if we decide not to process the transaction, we will notify you promptly of that decision and return the money you paid to us.
You will be able to access material on most areas of our website without going through the registration process. However, to use the Service and access certain areas of our website and app you will need to register and set up an account with us (your “Account“).
When you register with us, you will be able to obtain a username and choose a password which will enable you to access certain areas of our website and app and use the Service You agree to provide true and complete information as prompted by the registration form on our website, and to update this information to keep it true and complete at all times. You will notify TransferGo as soon as you become aware of any error in any details you have provided.
When you create a password for your Account, we encourage you to use “strong“ passwords (passwords that use a combination of upper and lower case letters, numbers and symbols). You will be solely and absolutely responsible for maintaining the secrecy and confidentiality of all your usernames and passwords enabling you to access the Service.
Your Account is personal to you and you are not allowed to gift or transfer your Account to another person or allow them to use your Account for any purpose.
Our Service allows you 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“). 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].
To send money to a Recipient, you will need to provide payment instructions through the Service. This will include the Recipient's full name, address, account number and Bank Identifier Code (“SWIFT“ or “BIC“) and the amount you wish to send (the “Transaction Amount“). It is your responsibility to make sure all the transaction details are accurate before submission. If the details you provide are inaccurate, this can cause delays in processing your transaction or can lead to your transaction being cancelled.
Once a transaction has been submitted for processing it is not normally possible to change any of its details. However, it may be possible to cancel a transaction in some circumstances. Please see section 9 below for more information.
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“). 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.
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 section 8 below for more information on other fees that may be charged by us, by your bank or by the Recipient's bank.
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, so that you can deposit the Transaction Amount and pay us the Transaction Fee. Unless we specify otherwise, you must pay us the total amount requested, including the Transaction Amount and Transaction Fee, as specified in our funding instructions by no later than midnight on the same Business Day.
Once we receive the Transaction Amount and Transaction Fee in our account, we will aim to credit the Transaction Amount (after conversion to the Recipient’s currency) to the Recipient's account within two Business Days. For these and any other purpose in connection with these Terms and Conditions, a “Business Day“ is a day other than a Saturday, Sunday or public holiday in the United Kingdom or in the Recipient's country when banks are open for business.
Banks have specified times for cut off for the receipt and dispatch of electronic payments. Therefore TransferGo accepts no responsibility whatsoever for any delay in onward payment attributable to the late arrival of funds or instruction of payment relative to the cut off times of the designated bank.
Your payment details
We will ask you to provide details of the payment instrument you wish to use, such as your credit card, debit card, PayPal account or bank account (your “Payment Instrument“) so that we can collect payment from you when you initiate a transaction. 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.If your payment fails or is insufficient, you authorise us to re-try one or more times to debit your selected Payment Instrument.
The foreign exchange conversion rate shown on the Service is the rate applicable for currency conversion transactions done on that particular day and time. The exchange rates specified on the Service may fluctuate from time to time in accordance with fluctuations in international exchange rate markets.
When you initiate a transaction, we agree to transfer the Transaction Amount to the Recipient at the rate specified on the Service at that time. 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. TransferGo and its service providers usually make a small profit in these circumstances.
Other fees, charges and interest
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. In order for us to collect payment from you, you authorise us to access, charge, or debit funds from, any of your Payment Instruments
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 or charge your credit card at a later time.
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. You should contact the Recipient’s bank directly for details about any such charges that may be applicable to the transaction.
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.
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.
Cancellation and Refund
You can cancel your agreement with us after you have submitted a transaction. This right of cancellation continues until fourteen 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. 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.
We will consider your written request for a refund (submitted by email, or by mail using the contact information at the bottom of these Terms and Conditions) if we are able to identify you as the sender. For us to identify you, you may 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. 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); otherwise, we will only refund the Transaction Fee.
Collection of Information
As we are regulated by the HMRC and FCA, we are required by law to assist in the fight against money laundering activities and the funding of terrorism by obtaining, verifying, and recording identifying information about all customers. In accordance with our obligations under The Money Laundering Regulations 2007, we may therefore require you to supply us with sufficient personal information to enable us verify your residential address and personal details which we will use to confirm your identity. For that we may ask for photographic evidence of your identity such as a copy of your passport or other form of identification.
TransferGo may access various government and private databases, and credit reference agencies, which may keep a record of that information, so as to verify your information for the purposes of electronic identification. If certain databases provide a match to the information you provide then we may not have to ask for additional evidence of your identity.
We reserve the right to request and collect additional supporting documentation related to your identity at any time.
Limitations of Liability
We will provide the Service using reasonable care and diligence. We will use reasonable endeavours to make the Service available except for: planned maintenance, for which 24 hours' notice will be given by the placing of a notice on our website or app or by providing you with an alert through the Service; or unscheduled maintenance during normal business hours (UK time) or otherwise, for which we will use reasonable endeavours to give you advance notice by the placing of a notice on our website or app or by providing you with an alert through the Service.
Unfortunately, due to the nature of the Internet and technology, 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.
We will also not be responsible, to the extent permitted under any applicable law, for any delay in performing any transactions or any of our other obligations if this is caused by circumstances beyond our control, such as changes in the law, withdrawal of a foreign currency, strikes or labour disputes, imposition of sanctions over a beneficiary or natural disasters. 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.
To the extent permitted under any applicable law, in no event shall TransferGo, our subsidiaries, officers, agents, partners, or employees be responsible to you in any way beyond the sum of £500.00 (in addition, when applicable, to refunding the transaction amount and transaction fees). However, in the event that we make a payment 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.
For security reasons, we recommend that you only send money through the Service to people you know personally. 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.
Intellectual Property and Copyright
The materials and content comprising the Service, including copyright, database rights and any other intellectual property rights which subsist in the design, layout, processes, functions, data and content of our website and app, 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.
As part of our Service, we allow you to download our app (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, and we grant you a non-exclusive, personal, non-transferable licence for this sole purpose.
Your right to use the Service is personal to you and you are not allowed to give, sell or licence this right to another person. Your right to use the Service does not stop us from giving other people the right to use the Service.
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 and other distinctive brand features. 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.
You further agree not to: use any robot, spider, scraper or other automated device to access the Service; remove or alter any author, trademark or other proprietary notice or legend displayed on our website or app (or printed pages thereof) or change our app or any portion of our Service in any way.
When using the Service you must not:
circumvent, disable or otherwise interfere with any security related features of the Service;
create more than one Account;
give any false or misleading information in your Account details;
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;
use the Service if we have suspended or banned you from using it;
engage in any fraudulent, illegal or unlawful conduct;
modify, interfere, intercept, disrupt or hack the Service;
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“).
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):
immediate, temporary or permanent withdrawal of your right to use our Service or closure of your Account; issuing of a warning to you;
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;
disclosure of such information to law enforcement authorities as we reasonably feel is necessary.
This list is not limited, and we may take any other action we reasonably deem appropriate.
TransferGo aims to provide the highest level of customer service possible. If you experience a problem, TransferGo will always seek to resolve this as quickly and efficiently as possible. A copy of our complaint procedures is available on request - please email us at [[email protected]] to obtain a copy.
In the unlikely event that you are dissatisfied with our Service, in the first instance you should inform us of the complaint as soon as practicable in writing by email to [[email protected]]. We will acknowledge receipt of your complaint within 2 business days. We will investigate your complaint and come back to you with the initial results of our investigation no later than 2 weeks of receipt of your complaint.
If you are not satisfied with the manner in which we have dealt with your complaint, or the outcome, then you may have a right to refer your complaint to the Financial Ombudsman Service. For more details, visit the Financial Ombudsman Service's website at http://www.financial-ombudsman.org.uk, or contact them by post to South Quay Plaza, 183 Marsh Wall, London E14 9SR, by telephone to 0800 0234 567, or by email to [[email protected]].
Changes to Terms and Conditions
These Terms and Conditions may change from time to time, for example in order to comply with changes in the law or regulatory requirements or due to changes in market conditions.
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 app, together with the date on which the changes will take effect (the “Effective Date“). TransferGo will give you two months' notice of any material changes to these Terms and Conditions. Your continued use of the Service after the Effective Date will show that you have accepted the amended Terms and Conditions.
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 these Terms and Conditions is [1 October, 2016].
No Financial Advice
Our Service and any information displayed on our website or app 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. Any comments or statements made are not a recommendation that a particular course of action is suitable for you and should not be regarded as investment advice.
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.
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 Level 42
One Canada Square
London E14 5AB
Registered in England and Wales Number 07914165
email: [[email protected]]
If you have any questions just drop us an email. Our Customer support team is here from Monday to Friday, 7 a.m. - 4 p.m. (GMT)[email protected]
We're available from Monday to Friday, 7.00 a.m. to 4.00 p.m. (GMT)