Travelex Online Terms and Conditions
Who We Are
Travelex UK Limited. Registered Office: Travelex, 4th floor, Kings Place, 90 York Way, N1 9AG. Registered in England and Wales under number 01985596. VAT Registration Number: 755419120.
You can also contact us at: firstname.lastname@example.org
Use of the Website
This website, www.travelex.co.uk ("Website"), is operated by Travelex UK Limited (“Travelex" or "us" or "our") on behalf of itself and its holding companies and subsidiaries (together the "Travelex group"). Access is provided only in accordance with Travelex’s Online Terms and Conditions. Please read the following Online Terms and Conditions carefully before you start to use the Website. By using the Website, you indicate that you accept the Online Terms and Conditions and that you agree to abide by them. If you do not agree to the Online Terms and Conditions, please refrain from using the Website.
Copyright in works contained in the Website, including but not limited to all software, design, text, images, sound recordings, animations and video sequences, are owned, or licensed, except as otherwise expressly stated, by Travelex. You may access the Website for your own use of the facilities offered. You may not otherwise copy, transmit, display, perform, distribute (for compensation or otherwise), license, alter, store or otherwise use the Website or any of its content. You may, however, print off copies and may download extracts of any page from the Website for your personal reference. You must not modify the paper or digital copies of any Website content you have printed or downloaded in any way, and you must not use any images, sound recordings, animations and video sequences separately from any accompanying text. At no point are you permitted to use any Website content for commercial purposes without the prior written consent of Travelex.
If you print off, copy or download any part of the Website in breach of these Online Terms and Conditions, your right to use the Website will cease immediately and you must, at our option, return or destroy any copies of the Website you have made.
Linking to the Website (whether to the home-page or otherwise and including framing) is permitted only with the prior written consent of Travelex.
"Travelex™", "The Worldwide Money Logo™" and "Cash Passport™" are registered trademarks of the Travelex group. Other featured words or symbols, used to identify the source of goods and services, are the trademarks of their respective owners.
Web Content and Materials
The information, materials and services contained in the Website are subject to change from time to time without notice. Not all products and services are available in all geographic areas. Your eligibility for particular products and services is subject to final Travelex determination and acceptance. Travelex may discontinue or make changes to the information, products or services described herein at any time. Any dated information is published as of its date only, and Travelex does not undertake any obligation or responsibility to update or amend any such information. Furthermore, by offering information, products or services via the Website, no solicitation is made by Travelex to any person to use such information, products or services in jurisdictions where the provision of such information, products or services is prohibited by law.
Links to Other Sites
Travelex may terminate your access and use of any part of the Website at any time without notice if you are in breach of any of the terms of these Online Terms and Conditions or for any other reason. Travelex reserves the right to cease operating the Website at any time without notice.
If you have any concerns about material which appears on the Website, please contact email@example.com.
Purchase of Travel Money
This internet ordering service (the "Service") is provided by Travelex UK Limited.
These Online Terms and Conditions apply to the Service, which consists of an online ordering facility for foreign currency banknotes, pre-paid travel cards (including Cash Passport Globe and Multi Currency Cash Passport (collectively, "Cash Passport") and travellers cheques, you can also purchase our Buy Back Guarantee offer from the Website. Separate terms and conditions apply. Please click on this link Buy Back Guarantee to view the relevant terms and conditions. Please note that Buy Back Guarantee is not available for the purchase of our Cash Passport product.
Use of the Service
The Service is only available to individuals aged 18 years or over, and who are resident in and accessing the Service from the United Kingdom. The Service may only be used to order Travel Money for holiday or business travel and not for speculative, investment or any other purposes. By ordering Travel Money from us, you confirm that you have read and understood the Online Terms and Conditions and agree to be bound by them and to comply with all applicable laws and regulations.
The Service is only available for the currencies listed from time to time on the online ordering screen. Orders for collection are subject to a maximum value of £4,999.99 per person per day. Orders for home delivery are subject to a minimum value of £100 and a maximum value of £2,500 per person per day. Orders for office delivery are subject to a minimum value of £100 and a maximum value of £500 per person per day. There is no minimum order value for orders for collection (excluding Cash Passport orders*); however, an admin fee of £1.99 is applicable for orders for collection with a value of under £100. Currency availability may also be subject to further monetary limits, currency exchange restrictions and to customers complying with all applicable laws and regulations, including those relating to anti-money laundering regulations. Frequent flyer points are not awarded in conjunction with use of this Service.
*Our MasterCard® Multi-currency Cash Passport and Cash Passport Globe MasterCard® are subject to an initial minimum load amount of £100.
Please note that the rates available on the Website are set separately from the rates provided in-store and on Cashpassport.com, and therefore may vary. You will not be able to get our Website rates in-store unless you have pre-ordered your currency through the Website.
Placing an Order
When you place your order, you will be given the option of whether you want to place an order for collection by you or delivery to your home.
Orders for Collection
If you choose to place an order for collection, you can order up to 60 days in advance of the collection date. You can also order Euros and US Dollars on the day of collection, provided that we receive and subsequently confirm your order at least 4 hours prior to collection. All other currencies will be available for collection after 48 hours*, provided we receive and subsequently confirm your order by 3.00 p.m.
* Our 48 hours promise applies to orders placed between Monday to Thursday. If a currency is ordered before 3.00 p.m. on a Friday up until 3.00 p.m. on a Sunday, it will be available for collection the following Tuesday.
Home and Office Delivery Orders
If you choose to place an order for delivery to your home, you can select a specific working day for delivery up to 30 days in advance of this delivery date. Saturday deliveries to offices are not possible. Please note that Saturday deliveries to home addresses are not guaranteed. If you have chosen a monday delivery, Royal Mail may attempt delivering on Saturday. For delivery lead times please see section below entitled “Home and Office Delivery”.
Office Delivery Orders - Central London pilot service only
If you choose to place an order for delivery to your office (Central London only pilot service), the following additional terms and conditions apply:
- The package will follow the normal delivery process for your office and may not be delivered directly to you in person. For example, if your packages are normally signed for by your office reception or post room, then the same process should apply for your Travelex order. Risk in the order shall pass to you when the order is signed for at your office address (whether it is signed for by you or someone else). Important: In the event that your order is signed for by a person other than you, then we cannot accept responsibility for the loss or theft of such an order or part thereof.
- Deliveries will only be made to a registered business/office location. No home addresses will be accepted for this service.
- This service is currently in a ‘pilot’ phase. Its operation and the postal codes to which it is offered are subject to change at Travelex’s discretion. In the event that we decide to withdraw the service after an order has been placed, we will endeavour to deliver the order to your billing address or provide you the option to collect at one of our stores. If that is not possible, we will cancel and refund you. The service can be withdrawn at any point and orders rejected at our discretion.
To place an order, follow the instructions on the ordering screen. Once you have entered the ordering screen you must complete your order within 45 minutes otherwise your session may time out and you will have to restart the order process. You are able to correct errors on your order up to the point at which you click on "Buy My Currency Now" on the payment details screen. You will be required to pay for the Travel Money at the time of ordering by credit or debit card. The exchange rates we quote are subject to change. We will use the exchange rate (as set by us) that appears on the ordering screen at the time we receive your order. You must provide the requested information for us to process your order. We reserve the right to request further information from you at any time to enable us to complete your order and/or to comply with regulatory requirements. We will use various procedures to authenticate each transaction and may, at any time, decline to process your order or any part of your order for any reason. By placing an order, you confirm that the details contained in the order are correct in all respects. The system will display a confirmation screen setting out the details of your order. This confirms receipt of your order. A contract between you and us is only formed when we send you a confirmation email that your credit or debit card payment has been accepted. Please print a copy of the confirmation screen for your records and print or store the confirmation email in a safe place, as it will be the only record of your transaction.
Pay on Collection
If your online order is unsuccessful you may be offered our pay on collection service. With pay on collection you can take advantage of our great online rates by selecting a date and location to collect your order, with payment not being taken until you collect your order. You will receive the rates you would have received had your initial online order been successful, rather than the walk-up rates of your chosen collection location.
Please note: if you fail to collect your order form the nominated Travelex location within 72 hours of the collection time then your order will be marked as non-collected and your order will be cancelled.
Collecting Your Travel Money
If you choose to place an order for collection, orders can be collected by the card holder only from the Travelex UK locations listed on the ordering screen. Collection is subject to the opening times of the collection location. Details for the opening times of the collection location will be notified to you at the time of the order and can be obtained on the Website. Please remember to allow sufficient time to make your collection before departing on your travels.
At the time of collection the cardholder will need to produce the card used to make the purchase plus either a valid passport, UK Photographic Driving Licence or EU ID card for identification purposes. Depending on your order, Travelex reserves the right to ask for further information and identification (such as proof of residential address) in accordance with its anti-money laundering policies. The name on the card used to make the purchase must match that on the identification document(s) used. In order to enable Travelex to comply with its anti-money laundering and other legal obligations and its internal risk and fraud policies, Travelex reserves the right to take a copy of your identification document(s) at the time of collection.
Home Delivery and Office Delivery
Foreign Currency Banknotes and Travellers Cheques
The following delivery times will apply if you choose to have your foreign currency banknotes and travellers cheques delivered to your home address or office address. Please note that if your orders includes a Cash Passport that will be delivered separately, normally within 3 to 5 business days.
|Order Confirmed*||Order delivered*|
|Before 3.00 p.m. Monday to Thursday||Next working day|
|After 3.00 p.m. Monday to Wednesday||Second working day|
|After 3.00 p.m. Thursday and before 3.00 p.m. Friday||Saturday or Monday (no Saturday deliveries to office addresses. Saturday deliveries to home addresses not guaranteed)*|
|After 3.00 p.m. Friday and anytime Saturday to Sunday||Tuesday|
*Days quoted are dependant on the day being a working day. If one of these days is a public holiday then additional day(s) will be added accordingly. For orders placed after 3.00 p.m. on Thursday up until 3.00 p.m. on Friday, there is a possibility that Royal Mail may deliver your order on the Saturday, however this is not guaranteed.
A signature will be required on delivery. All foreign currency banknotes and travellers cheques home delivery orders and office delivery orders are sent by Royal Mail Special Delivery (unless we advise you otherwise) and only to your credit or debit card billing address. Office delivery orders can only be sent to registered business addresses in London, to specified postcodes. A valid landline home telephone number is required for home delivery. A valid telephone number (including mobile) is required for office delivery.
Royal Mail Special Delivery is available to 99% of UK addresses. For details and exceptions visit www.royalmail.com.
Your Cash Passport will be delivered by First Class Royal Mail and should arrive within 3 working days from receipt of your confirmation email*.
*3 business days delivery cannot be guaranteed to certain remote locations in the UK
Replacements and Returns
If you fail to accept delivery for any reason and wish your order to be re-delivered you will have to pay additional delivery charges.
If you do not receive your order or it is incorrect because of a fault on our part, we will send a replacement. You agree to return the original order (if received) to us by Royal Mail Special Delivery within 14 days and we will reimburse the return postage to you. If we provide a replacement order and the original order is received by you and not returned within 14 days we reserve the right to charge you for the replacement order.
If you have not received your order, are travelling imminently and need the delivery as a matter of urgency, then we will try to make alternative arrangements including collection from one of our airport retail outlets. This service will be provided at our cost where the delay in delivery or any error is our fault. If the delay is not our fault we reserve the right to make an additional charge.
If the value of the foreign currency banknotes and travellers cheques is, in our error, greater than you ordered, you will return the excess to us by Royal Mail Special Delivery within 14 days and we will reimburse the return postage to you.
In the event you are entitled to a return or a replacement, please contact customer services on 0845 8727 627 (calls to this number are 2 pence per minute (the service charge) plus your network provider's access). Monday to Friday 8.00 a.m. - 10.00 p.m., Saturday and Sunday 10.00 a.m. - 8.00 p.m.
Your Right to Cancel
Orders for Collection
If you placed an order for collection by you, this order can be cancelled at any time prior to collection by calling customer services on 0845 8727 627* (Monday to Friday 8.00 a.m. - 10.00 p.m., Saturday and Sunday 10.00 a.m. - 8.00 p.m.; calls to this number are 2 pence per minute (the service charge) plus your network provider's access) or by email on firstname.lastname@example.org.
Cancelled orders will be refunded with the full Sterling amount that you paid for your Travel Money order less a £10 late cancellation fee if you cancel your order less than 24 hours in advance of the collection time.
If you have placed an order for collection and you fail to collect your order from the nominated Travelex location within 72 hours of the collection time then your order will be marked as non-collected and will be treated in the same way as a cancellation made less than 24 hours in advance of the collection time.
Orders for Home Delivery and Office Delivery
If you have placed an order for home delivery or office delivery, this cannot be cancelled or amended once your order has been confirmed.
If you wish to return your home delivery or office delivery foreign currency banknotes and/or travellers cheques order, it is possible to arrange for us to buy it back from you but it is not guaranteed that you will obtain the same exchange rate at which the order was placed. The delivery charge is also non-refundable.
Please note that it is not possible to return your home delivery Cash Passport order.
Travelex will process cancelled or non-collected orders expeditiously and will organise refunds. Refunds may take from 2 to 10 days. Please note that Travelex does not refund cash advance charges made by your card issuer and that any late cancellation fee may also be subject to a cash advance fee from your card issuer.
The provisions of this cancellation clause do not affect your statutory rights.
Corrections and Complaints
If you need to make any changes to your order after you have clicked "Buy My Currency Now" on the payment details screen, or have any comments or complaints please contact us via one of the following methods: by emailing us at email@example.com; or by telephoning us on 0845 8727 627 (calls to this number are 2 pence per minute (the service charge) plus your network provider's access); or by writing to us at Travelex, Customer Services Department, Unit 5, Maple Grove Business Centre, Lawrence Road, Hounslow, TW4 6DR.
As an online customer you have the right to raise any unresolved complaints via the EU Commission’s Online Dispute Resolution platform, an alternative dispute resolution body will be appointed to deal with your complaint, please use the following link: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN.
If you buy travellers cheques, you will be subject to the purchase, refund and other terms and conditions set by the issuer of the travellers cheques. Please visit www.americanexpress.com for a copy of these terms and conditions. Please read these terms and conditions carefully when you receive the travellers cheques – these terms and conditions are additional to Travelex’s Online Terms and Conditions and are between you and the issuer of the travellers cheques. If your travellers cheques are lost or stolen, the issuer will only refund their face value if you have complied with their terms and conditions.
Sales and initial loads of the following types of Cash Passport are available via the Website:
- Multi Currency Cash Passport
- Cash Passport Globe
Initial loads are subject to a minimum load amount of £100.
If you buy a Cash Passport (whether on the Website or elsewhere), you will be subject to the terms and conditions set by the issuer of the Cash Passport, R. Raphael & Sons plc. The terms and conditions of your Cash Passport may vary depending on the currency of your Cash Passport and will vary depending on the type of Cash Passport you have decided to purchase. Please click here for a copy of terms and conditions for Single Currency and Globe Cash Passports and click here for a copy of the terms and conditions for Multi-Currency Cash Passport.
These terms and conditions will also be provided to you at the point of collection or enclosed with your Cash Passport if you have chosen our home delivery option. Please read these terms and conditions carefully when you receive your Cash Passport. By collecting, accepting and using your Cash Passport, you agree to be bound by those terms and conditions. For the avoidance of doubt, such terms and conditions will not take effect until you collect, accept and use your Cash Passport.
An admin fee of £1.99 is applicable for all orders for collection of under £100. There is no admin fee for home delivery orders. Foreign currency banknotes, foreign currency Cash Passports and foreign currency travellers cheques are sold commission free. Sterling travellers cheque transactions are subject to a commission fee of 1.5% of the order value. If you choose to place an order for delivery to your home, the charges for delivering your order will appear in the online quote. The total sum payable by you (except for any charges levied by your credit or debit card issuer) will be shown on the ordering screen. You can pay for orders with most major credit or debit cards issued in the United Kingdom registered in your name and with sufficient funds available to cover your order and any applicable fees.
You will not be charged a card handling fee if you choose to pay by Maestro, MasterCard® Debit Card or Visa Debit Card. If you wish to pay by MasterCard Credit Card or Visa Credit Card, a handling fee of 1.5% of the order value will be applied. This will be shown within your order summary as a "Credit Card handling fee". Please note: your card issuer may apply an additional charge when using your credit card. Any additional charge will not appear on your order total but will appear on your card statement.
A "Countdown Offer" is any Travelex online promotion which is available for a short period of time, these could last from an hour to a day (for example, a Euro rate promotion which lasts for 1 hour, or a US Dollars rate promotion which lasts for 24 hours) (also known as a "Currency Happy Hour") whereby the offer is "counted down" by use of a timer (the "Timer") on the Website.
From time to time, Travelex may offer you Countdown Offers on the Website, subject to the following terms and conditions:
- A Countdown Offer only applies to online orders on the Website for the duration specified on the Timer. Please note that due to the amount of time it takes for rates to be uploaded onto the Website, the Countdown Offer may be available on the Website up to 10 minutes before the Timer is due to start and 5 minutes after the Timer has run out. This is to ensure that the Countdown Offer is available for the full duration of the promotion.
- A Countdown Offer may apply to more than one currency rate at any one time, subject to the time limits imposed by the Timer.
- In order to qualify for the Countdown Offer rate all you need to do is enter the amount of the particular currency which is subject to the Countdown Offer in the ordering screen – the promotional rate will automatically apply to your order should you complete your order by clicking "Buy My Currency Now" within the time limits indicated by the Timer.
- If you have not clicked on "Buy My Currency Now" before the Timer runs out, you will receive the following message: "A rate change has occurred, please check your order summary as it may have changed". Should you wish to proceed with your order you will be charged the new rate and not the promotional rate under the Countdown Offer.
From time to time Travelex or its affiliates may provide you with a special Promotion Code for use on the Website. Please note that some Promotion Codes may only be available for a limited time. Travelex does not guarantee the availability of Promotion Codes or the terms of any such offers.
If you have been provided a Promotion Code by an affiliate, please see affiliate terms and conditions for details of that offer.
Third Party Rights
When you place an order for Travel Money we are entering a contract with you personally. Nothing in these terms will confer any benefit on any third party or any right to enforce these terms.
Personal Information and Payment Security
We use secure server software to make our internet transactions secure.
All credit and debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment your order will not be accepted.
3D Secure is a payment verification protocol used by major card issuers, branded as 'MasterCard Secure Code' and 'Verified by Visa' to prevent credit card fraud. Depending on the card issuer, 3D Secure is an opt-out option or a required service for using the card to make internet purchases. Cards registered with 3D Secure require the user to enter a Personal Identification Number (PIN) code or password. This PIN code is not the same PIN code issued with the card.
3D Secure verifies the card details provided by you. The system is completely automated and we do not store or process any of the data provided by the 3D Secure system.
Limiting Our Liability
All content and services on or available through the Website are provided on an "as is" basis and Travelex does not make any representation or give any warranty in respect of the Website or its content. In particular, Travelex does not give any warranty as to the accuracy, suitability, reliability, completeness, performance, fitness, freedom from viruses or timeliness of the content or services contained on the Website. Moreover, but without limiting the exclusion, the information services on the Website are intended for use by holiday or business travellers or by individuals or companies seeking to make payments abroad in foreign currencies, and should not be used for speculation or investment. These information services and other content of the Website are not intended to amount to advice on which reliance should be placed. We accept no responsibility or liability arising from any reliance placed on such services by any visitor to the Website or by anyone who may be informed of any of its contents. In addition, we give no assurances that you will receive the services for which you register.
We use reasonable care and skill in providing the Service. However, we shall not be liable to you for the following:
- any failure by you to provide us with correct information when you place your order;
- any failure on the part of Royal Mail or any other carrier we use to send your order to deliver your order on time;
- if we are unable to perform any of our obligations to you due to failure of any technical systems or for any other reasons beyond our reasonable control including, amongst other things, war, terrorism, government action, natural disaster, and industrial dispute;
- any damage to your computer equipment as a result of using the Website or the Service;
- any loss of information or unauthorised use of data arising as a result of you using encryption systems below our recommended level; or
- any indirect, or consequential losses, claims or damages suffered by you or incurred from your use or delay or inability to use the Website or the Service however caused.
Our maximum liability to you in respect of each use of the Service for a Travel Money order shall be to refund the purchase price of that Travel Money order. The disclaimers and limitations of liability in these Online Terms and Conditions shall not apply to any damages arising from death or personal injury caused by the negligence of Travelex or any of its employees or agents or for fraud. If any provisions of these Online Terms and Conditions including any disclaimers and limitations is found to be unlawful or unenforceable then such provisions shall fall away and shall not affect the validity and enforceability of the remaining terms. This does not affect your statutory rights.
Alteration of Terms
We may, at any time, with immediate effect, in respect of future orders, change, suspend or withdraw the Website, the Service and these Online Terms and Conditions without notice and without liability to you. If we revise these terms, we will post the revised version on the Website. You are expected to check our Online Terms and Conditions from time to time to take notice of any changes we make, as they are binding on you. By using the Website or the Service or by placing orders after we have changed these terms, you will be accepting the changes.
These Online Terms and Conditions were last updated on 26 June 2015.
Law and Jurisdiction
Our relationship shall be governed and interpreted in accordance with English Law. Any dispute, which cannot be resolved between us, shall be resolved in the English courts.