Terms & conditions

1. About Travel Cashier and these terms

These Terms & Conditions apply when you reserve foreign currency through our website or purchase or sell foreign currency at one of our stores.

By placing an order or completing a transaction with us, you agree to these Terms & Conditions.

Travel Cashier Ltd is a company incorporated in England and Wales under company number 12477944. Our registered office is 57 Stroud Green Road, London, N4 3EG, United Kingdom.

Travel Cashier Ltd is registered with HM Revenue & Customs for supervision under the Money Laundering Regulations. Our MLR registration number is XMML00000152380.

Our travel-money service is intended for personal travel and related legitimate purposes. You must be aged 18 or over and must act on your own behalf unless we have expressly agreed otherwise.

These Terms & Conditions apply to our foreign-currency exchange services. Where you use a separate money-transfer service or another third-party provider through our stores or website, additional terms may apply. We will identify the relevant provider and terms where applicable.

2. Exchange rates and pricing

Foreign-exchange rates change in response to movements in the wholesale currency markets.

Rates displayed on our website are our online rates and may change before an order is confirmed.

Where you make an online reservation, the exchange rate applicable to your reservation is the rate displayed when your reservation is confirmed by us.

The confirmed rate will normally be held for your stated collection date and for up to 2 days from confirmation, whichever occurs first.

If the reservation is not collected within the applicable rate-hold period, the reservation will lapse and a new order may be placed at the exchange rate available at that time.

Where our pricing structure provides preferential rates for larger orders, the applicable rate band and exchange rate will be displayed before you confirm your reservation.

We do not charge a separate commission on our standard travel-money transactions. Our exchange rate incorporates our margin for providing the service.

Where any additional charge applies to a particular service, we will tell you about it before you complete the transaction.

3. Online reservations

An online reservation allows you to request that we prepare and reserve foreign currency for collection.

A reservation is not a payment.

No payment is taken online for a standard Click & Collect reservation, and the currency transaction is completed when you attend the selected store and make payment, subject to our acceptance of the transaction and completion of any required checks.

We will confirm your reservation by email.

We may be unable to accept or fulfil a reservation where, for example:

• the requested currency or denomination is unavailable;
• the requested amount exceeds the currency available to us;
• we are unable to complete required identification or verification checks;
• we are required by law or our compliance procedures to decline the transaction; or
• there has been an obvious technical or pricing error.

Where reasonably possible, we will contact you if we are unable to fulfil a reservation.

4. Collection and payment

Foreign currency reserved online must be collected in person from the store selected during the reservation process and during that store’s published opening hours.

We do not currently post or deliver physical foreign currency unless a separate service is expressly offered by us.

When collecting your order, you should bring:

• your order confirmation, either printed or displayed on your device;
• valid photographic identification where required; and
• the payment card you intend to use, where card payment is offered and the card is in your own name.

We may require additional information or identification depending on the transaction, the amount involved, the payment method and our legal or compliance obligations.

We do not accept expired identification or documents that we reasonably consider unsuitable for verification.

For security and compliance reasons, we may require the named customer to collect the order personally.

5. Identification, verification and anti-money-laundering requirements

Travel Cashier Ltd operates within the UK regulatory framework applicable to its business activities and is supervised by HM Revenue & Customs for anti-money-laundering purposes.

The Money Laundering Regulations require relevant businesses to apply appropriate customer due diligence and risk-based controls.

Depending on the circumstances of a transaction, we may ask for:

• photographic identification;
• proof of address;
• information about the purpose or nature of a transaction;
• information about the source of funds; or
• other information reasonably required to meet our legal and compliance obligations.

The information we request may vary depending on the transaction and our assessment of the relevant risks.

We may decline, delay or place conditions on a transaction where required by law or where we are unable to complete the checks necessary to comply with our legal and regulatory obligations.

In certain circumstances, the law may prevent us from explaining the full reason for a decision or from disclosing whether a report has been made to a relevant authority.

We appreciate that these checks can sometimes be inconvenient. They are an important part of helping us protect our customers and maintain a safe and compliant service.

6. Cancelling or changing an unpaid reservation

Because payment is not taken when you make a standard online reservation, you may cancel an unpaid reservation without a cancellation charge before collection.

You can request cancellation by contacting the relevant store or by replying to your reservation confirmation, subject to reasonable verification.

If you do not collect your reservation within the applicable rate-hold period, the reservation will automatically lapse.

You are then free to place a new reservation using the exchange rate available at that time.

Once foreign currency has been paid for and supplied to you, the transaction is complete, subject to any applicable rights or our separate buy-back service.

Because foreign currency is a financial product whose value may fluctuate with the market, statutory cancellation rights that apply to some distance purchases may not apply in the same way to a completed foreign-currency transaction. Nothing in these Terms & Conditions removes any rights that cannot lawfully be excluded.

7. Selling foreign currency back to us

We offer a foreign-currency buy-back service for currencies we deal in, subject to availability and our acceptance criteria.

You do not normally need an appointment.

The exchange rate applicable to a buy-back transaction is the rate available on the day you sell the currency to us. This will normally differ from the rate at which you originally purchased the currency.

The difference between our buying and selling rates reflects the costs and risks associated with holding, handling and exchanging foreign currency.

We generally accept genuine foreign banknotes that are in suitable condition for resale.

We may decline banknotes that are:

• torn or materially damaged;
• heavily marked or defaced;
• taped or repaired;
• withdrawn from circulation;
• suspected to be counterfeit; or
• otherwise unsuitable for resale.

Foreign coins may not be accepted.

Additional identification or verification may be required for larger transactions or where required by law or our compliance procedures.

8. Currency availability and pricing errors

Currency availability varies between our stores.

Commonly requested currencies may be held in stock, while less frequently requested currencies or particular denominations may need to be ordered in advance.

Our online reservation service is intended to help customers request and reserve currency before travelling to a store.

We take reasonable care to ensure that exchange rates, currency information and denominations displayed on our website are accurate.

If an obvious technical or pricing error occurs — for example, a rate that is clearly inconsistent with the intended transaction — we may correct the error before completing the transaction.

Where appropriate, we will contact you before proceeding with an affected order.

9. Our responsibilities and liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for fraud or for death or personal injury caused by negligence.

Nothing in these Terms & Conditions affects your statutory consumer rights.

Subject to the above, we are not responsible for losses that:

• were not reasonably foreseeable when the transaction was entered into;
• result from events outside our reasonable control;
• result from changes in exchange rates after a transaction has been completed;
• arise because physical currency is lost or stolen after it has been handed to you; or
• arise because a third party, including a foreign bank, merchant or other organisation, does not accept a particular banknote or currency.

Website information, exchange-rate comparisons and other general content are provided for information and are not intended to constitute financial advice.

You should consider whether a transaction is suitable for your circumstances before proceeding.

10. Complaints and customer support

We want every customer to have a positive experience.

If you are unhappy with any aspect of our service, please contact us as soon as possible so that we have the opportunity to investigate and resolve the matter.

You can make a complaint by:

• speaking to the store manager;
• calling us on +44 20 3417 8600; or
• emailing [email protected].

Please provide as much relevant information as possible, including your order or transaction reference where available.

We will acknowledge your complaint within three working days where practicable and will investigate it fairly and carefully.

We aim to provide a substantive response within four weeks where reasonably possible. If more time is required because of the nature or complexity of the complaint, we will explain this to you.

Where a transaction involves a separate third-party money-transfer provider, the provider’s applicable complaints process may also apply. We will explain the relevant process where appropriate.

11. Privacy and personal information

We process personal information in accordance with our Privacy & Cookie Policy.

Information collected during an order or transaction may be used to:

• process and administer your transaction;
• verify your identity;
• meet legal and regulatory obligations;
• prevent fraud and financial crime;
• maintain appropriate transaction records;
• respond to customer enquiries and complaints; and
• improve our services where permitted by law.

Please see our Privacy & Cookie Policy for further information about how we collect, use and protect personal information.

12. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time to reflect changes in our services, legal requirements, regulatory guidance or business practices.

The version applicable to a transaction will normally be the version in force when you place or complete that transaction, unless a change is required to take immediate effect by law or regulation.

The latest version will be published on our website.

13. Governing law

These Terms & Conditions are governed by the law of England and Wales.

Subject to any mandatory rights you may have under applicable consumer law, the courts of England and Wales will have jurisdiction over disputes arising from these Terms & Conditions.

If you live in Scotland or Northern Ireland, you may also have rights to bring proceedings in your local courts where permitted by applicable law.