VAT Refund by Appointment | Terms and Conditions

1. Information about us

1.1. 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.
1.2. The Travelex VAT Refund by Appointment Service (the “Service”) is provided by Travelex UK Limited (“Travelex" or "us" or "our") on behalf of itself and its holding companies and subsidiaries (together the "Travelex group"). The Service is provided in accordance with the terms set out below (the “Terms”).
1.3. You can contact us by:

(i) emailing us at ;
(ii) by telephoning us on 0845 8727 627* or 0345 872 7627 (*calls to this number are 2 pence per minute (the service charge) plus your network provider's access); or
(iii) by writing to us at Travelex, Customer Services, Worldwide House, Thorpe Wood, Peterborough, PE3 6SB.

2. These Terms

2.1. Please read the Terms carefully before you start to use the Service. By using the Service you agree to be bound by these Terms.
2.2. If you do not agree with these Terms, please do not use the Service.

3. The Service

3.1. The Service consists of an online appointment booking service whereby you can arrange a private 30 minute appointment with a Travelex consultant in Heathrow Terminal 5 who will process any VAT refund claim in respect of goods that you have purchased (the “Service”).

4. Who can use the Service

4.1. This Service is only available to customers who are eligible to receive a VAT refund. To be eligible for a VAT refund, you must:

(i) live outside the European Union;
(ii) be leaving the United Kingdom for a destination outside of the European Union with the goods which you have purchased;
(iii)travel by the end of the third month after the month in which you have bought your goods; and
(iv) present the goods which you have purchased and the purchase receipts for those items together with a completed VAT refund form at your appointment.

For more information about making a VAT refund claim, visit

4.2. This Service is only available to passengers flying from Heathrow Airport Terminal 5 to another destination outside of the European Union. If you are flying from any other terminal in Heathrow Airport or any other airport in the UK, you will not be able to use the Service.
4.3. Your appointment must be scheduled to occur within 4 hours of your flight departure time from Heathrow Airport Terminal 5.
4.4. You can only book one appointment at any time in your name only.

5. Booking an appointment

5.1. You can book an appointment online at and once you have successfully booked your appointment, you will receive an email which will confirm your appointment details.
5.2. Your appointment will last 30 minutes and if you are more than 15 minutes late for your appointment, your appointment will be cancelled at no cost to you.
5.3. Appointments are available between 06.00 and 21.30 (UK time) seven days a week.
5.4. You can cancel your appointment at any time up to one hour before your appointment time at no cost to you by clicking on the link in your appointment confirmation email or by calling us on 0845 8727 627* or 0345 872 7627 (*calls to this number are 2 pence per minute (the service charge) plus your network provider's access).

6. Payment

6.1. You will be required to pay a fee of £120 in respect of each appointment that you arrange together with the standard VAT refund processing charges which apply to each VAT refund claim which you wish to make (together the “Fees”) at the time of your appointment.
6.2. For more information about the standard processing charges which apply to VAT refund claims please visit
6.3. You can only pay the Fees in cash as we do not accept payment by debit or credit card.
6.4. If the value of your cash refund is greater than the Fees, then you may either pay the Fees in cash or you can choose to have the amount of the Fees deducted from your cash refund. If the value of your cash refund is less than the Fees, then you can only pay the Fees in cash.

7. How to claim your VAT refund

7.1. To claim a VAT refund at your appointment, you must bring the following items with you:

(i) a valid purchase receipt in respect of each of the goods which you have bought from the retailer;
(ii) a VAT refund form which has been completed and signed by the retailer from whom you bought the goods; and
(iii) a valid passport.

7.2. You must provide all of the requested information in order for us to process your VAT refund claim. We reserve the right to request further information from you to enable us to process your VAT refund claim, to comply with regulatory requirements or to ensure that these Terms have been complied with.
7.3. In certain circumstances you may not be entitled to receive a cash refund in relation to a VAT refund claim that you wish to make and you may therefore be asked by us to provide your credit or debit card details so that the value of the refund can be applied to your card instead. We will not charge you a card transaction fee but please note that a fee may be applied by the issuer of your card.
7.4. Any cash refund which you are entitled to receive in respect of a valid VAT refund claim will be paid in either pounds sterling or in the home currency of the country in which you reside at the current Travelex daily rate subject to availability.
7.5. Should the total value of your VAT refund claim exceed a certain amount, we will be unable to process your claim until you have gone through airport security We will tell you whether you need to go through airport security in order for your VAT refund claim to be processed during your appointment. Once you have gone through security, you will be able to visit a Travelex service desk where your VAT refund claim can be processed.
7.6. Please note that certain items will need to be carried by hand by you through airport security so they can be inspected by UK Border Force. These items include:

(a) all portable electrical items;
(b) sunglasses;
(c) jewellery; and
(d) wristwatches.
We will tell you what items need to be inspected by UK Border Force during your appointment.

8. Changes of Terms

8.1. We may, at any time and with immediate effect, change, suspend or withdraw these Terms 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 the Terms from time to time to take notice of any changes we make, as they are binding on you. By using the Service after we have changed these Terms, you will be deemed to have accepted the changes.
8.2. You acknowledge and agree that in entering into these Terms you do not rely on, and shall have no remedy in respect of, any statement, representation, warranty or understanding (whether negligently or innocently made) of any person (whether party to these Terms or not). Nothing in these Terms shall, however, operate to limit or exclude any liability for fraud.

9. Limiting our liability

9.1. We use reasonable care and skill in providing the Service. However, we shall not be liable to you for the following:

(a) any failure by you to provide us with correct information when you submit your VAT refund claim;
(b) any indirect, or consequential losses, claims or damages suffered by you or incurred from your use or inability to use the Service provided however caused;
(c) 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.

9.2. Disclaimers and limitations of liability in these Terms 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.

10. Termination

Travelex may terminate your use of the Service at any time without notice if you are in breach of any of these Terms or for any other reason.

11. General

11.1. No failure or delay by us to exercise any right or remedy provided under these Terms or by law shall constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict the further exercise of that or any other right or remedy.
11.2. You agree that we may sub-contract the performance of any of our obligations or may assign these Terms or any of our rights or obligations without giving you notice. You undertake not to assign, re-sell or in any other way transfer your rights or obligations under these Terms.
11.3. A person who is not a party to these Terms shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms.
11.4. We reserve the right at all times to disclose any information as we deem necessary to satisfy any applicable law, regulation, legal process or governmental request.
11.5. If any provisions of these Terms 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.
11.6. These Terms constitute the entire agreement between Travelex and you regarding the Service.
11.7. Please click on this link to find out how we use your personal information. By using the Service you consent to such use and warrant that all information provided by you is accurate. We will use the personal information you provide to us:

(a) to supply the Service to you;
(b) to process your payment for the Service; and
(c) if you agreed to this during the Service, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

We will only give your personal information to other third parties where the law either requires or allows us to do so.

12. Contact

If you have any concerns about the Service, please contact

13. Law and Jurisdiction

These terms are governed by English law and you can bring legal proceedings in respect of the Service in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Service in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Service in either the Northern Irish or the English courts.