Online Price Promise Terms and Conditions

Some people claim they'll give you the cheapest foreign currency price - offers a price match guarantee!

Every day we check the exchange rates of major banks and high street retailers and adjust our rates accordingly to ensure that we give you a highly competitive overall price on your foreign currency.
If you find a better overall price than the website elsewhere in the UK market (whether or not online), buy from us and we’ll refund the difference between the price paid by you and the more competitive price – that’s the Travelex Online Price Promise.

Travelex Online Price Promise Terms and Conditions

  1. Our commitment only applies to prices offered by "Travelex Retail Online". This means services offered exclusively by Travelex over the internet on our website and on partner sites hosted through relating to Aberdeen International Airport, Glasgow Airport, Heathrow Airport, Eurotunnel Le Shuttle, Manchester International Airport, East Midlands International Airport and Bournemouth International Airport. Services that we offer either in conjunction with any of our partner companies (including those hosted through or for home delivery orders placed through or for reloading a Cash Passport (where separate terms and conditions apply) are excluded from the Online Price Promise.
  2. Our commitment only applies to the currencies listed on our online ordering service on the"Business Day" you bought foreign currency from us. A "Business Day" is deemed to run for 24 hours from 10.00 a.m. until 9.59 a.m. inclusive. This commitment is subject to you complying with Travelex's Online Terms and Conditions and is not available in conjunction with any other offer.
  3. The prices compared will be the total prices (including administration fees, delivery and/or collection fees, commission and any payment fees offered by Travelex Retail Online and the other foreign currency retailer) to which Travelex Retail Online’s price is being compared, on the same Business Day that you bought foreign currency from us. The prices compared must be genuine like-for-like sell rate prices offered to the general public and not Mid-Market Rates* or prices only available to staff, club members or other selected groups or individuals.

*For the purposes of these Online Price Promise Terms and Conditions, "Mid-Market Rate"means a mid-market or indicative rates shown on various foreign exchange providers’ websites which are neither actual "buy" rates nor actual "sell" rates offered by that provider but are derived from the mid-point between the buy and sell rates of large-value transactions in the global currency markets.

  1. The prices compared will not include any offers to buy-back unspent foreign currency.
  2. Our commitment is for holiday / business travel money only and not for speculative, investment or any other purposes. Accordingly this commitment only applies to orders of up to £2,500 for home delivery and £5,000 for collection in any Business Day.
  3. The commitment relates to a bona fide total price (as set out in paragraph 7 below) offered by another foreign currency retailer who offers a lower price in the ordinary course of business of offering foreign exchange to holiday/business travellers in the UK.

The verification process

  1. We offer our Online Price Promise wherever we can verify, to our reasonable satisfaction, the alternative price that you have been offered. Therefore, please provide us with the following information to claim your refund of the difference:
    1. your Order Reference Number;
    2. the details of the alternative foreign currency retailer, including:
      1. business name;
      2. address;
      3. telephone number; and
      4. the exact website address you obtained the quote from (if applicable).
    3. the total price offered to you by that retailer and confirmation of the times and dates you obtained the alternative quote (a copy of the alternative foreign currency retailer’s quote should suffice). This total price should set out (as applicable):
      1. the amount of foreign currency you wished to purchase;
      2. any delivery or collection fee payable;
      3. any administration fee payable; and
      4. any fee payable for using your preferred payment method

Note: We are unable to accept screenshots of competitors’ prices which are quoted on third party comparison websites as evidence of an alternative price.

Time limits

  1. If your claim relates to an alternative quote which is not on the internet, we must receive your claim on the same Business Day that you made your purchase from us. If the alternative quote is on the internet, we must receive your claim within 14 Business Days after purchase. You must respond to any further information we request from you in order to process your claim within 5 Business Days of our request, otherwise you will be unable to claim.
  2. We will also need your name, address and telephone number. We will only use this information to provide you with your refund or to discuss your refund request with you. Travelex UK Limited will not share your personal information with third parties outside the Travelex Group of companies. Please click on this link Privacy Policy to find out how we use your personal information.
  3. Please send us the information set out in paragraph 7 above via one of the following methods:
    1. email us at; or
    2. write to us at Travelex Price Promise, Worldwide House, Thorpe Wood, Peterborough, PE3 6SB (subject to the time limits set out in paragraph 8).

You can telephone us on 0845 8727 627 and we can talk you through the process, but the information must be sent to us using one of the above methods (calls to this number are 2 pence per minute (the service charge) plus your network provider's access).

  1. If the Travelex Retail Online overall price you have paid relates to an order for collection, but you have found a lower price from an alternative foreign currency retailer for home delivery, Travelex may still be able to offer its Online Price Promise (provided that the requirements of paragraph 7 are otherwise satisfied).
  2. Our commitment to refund the difference will not apply if you have exercised your right to cancel, or do not collect, your order, in which case your refund on non-collection will be reduced by the amount of any refund already given in connection with this commitment. In such circumstances, Travelex's Online Terms and Conditions relating to cancellation and non-collection will continue to apply.
  3. Currently, our Online Price Promise commitment only applies to Travelex customers in the UK purchasing only from the website.
  4. Travelex may, at any time, withdraw this commitment in respect of purchases which have not already been made.
  5. This commitment is made by Travelex UK Limited. Registered Office: Travelex, 4th floor, Kings Place, 90 York Way, N1 9AG . Registered in England and Wales under number 01985596

These Online Price Promise Terms and Conditions were last updated on 19 September 2014.