1. Introduction

These Terms and Conditions (“Terms”) form a legally binding agreement between you and Global Money Exchange & Transfers SA (“Remit Rio”, “we”, “us”, “our”), governing your access to and use of our money transfer services (“Services”) offered through our website, mobile application, and any associated digital platforms (collectively, the “Platform”).

By creating an account, initiating a transfer, or otherwise using our Services, you acknowledge that you have read, understood, and agreed to be bound by these Terms. If you do not agree, you must immediately discontinue your use of the Services.

Remit Rio provides money transfer services that enable individuals in the Spain to send funds to recipients in supported countries through various payout options, including bank deposit, mobile money, and cash pick-up. We do not offer stored-value accounts, digital wallets, credit, or lending products. Each transfer you initiate through our Services is treated as a separate remittance transaction, processed in accordance with these Terms.

2. About Remit Rio

RemitRio is trading name of Global Money Exchange & Transfers SA, a company incorporated in Spain with its registered office at Calle Meson De Paredes, 23 – Loc 1 2 28012, Madrid, Spain. The company is authorised and regulated by the Bank of Spain for the provision of payment services, including international money remittance.

3. Eligibility and Registration

To use our Services, you must be at least 18 years of age, legally resident in Spain, and capable of entering into binding contractual obligations under applicable law. By accessing or using our Services, you confirm that you meet these requirements and that you will use the Services solely for lawful purposes and in compliance with all applicable local and international laws and regulations, including but not limited to anti-money laundering (“AML”) and counter-terrorist financing (“CTF”) obligations.

Before initiating any transaction, you must register for a Remit Rio account (“Account”) and provide complete, accurate, and up-to-date information as requested during the registration process. This includes, without limitation, your full legal name, residential address, date of birth, nationality, contact details, and payment method information. You are responsible for ensuring that all information provided to us remains accurate and must promptly update your Account if any details change. Providing false, misleading, or incomplete information may result in delays, transaction rejection, account suspension, or termination.

In compliance with legal and regulatory requirements, we are required to verify your identity before you are permitted to send or receive funds. Verification may involve submitting official documents such as your passport, national identification card, driver’s licence, or recent proof of address (e.g., utility bill or bank statement). In certain circumstances, we may require additional information or documents to confirm the source of funds, purpose of transactions, or other relevant details. Failure to provide satisfactory documentation within the required timeframe may result in restricted access to your Account or cancellation of services.

You are solely responsible for maintaining the security and confidentiality of your Account credentials, including your username, password, and any authentication details. Any transaction or activity conducted through your Account will be deemed to have been carried out by you. You agree to immediately notify us of any suspected unauthorised access, misuse, or security breach affecting your Account. We shall not be liable for any loss or damage resulting from your failure to keep your login details secure or to promptly inform us of unauthorised activity.

Additionally, you are responsible for ensuring the legitimacy of the funds used for transactions, and for verifying the accuracy of all recipient information before submitting a transfer. You must not use the Services for any unlawful, fraudulent, or prohibited purpose, including but not limited to money laundering, terrorist financing, tax evasion, or activities that may harm Remit Rio’s reputation or regulatory standing.

4. Our Services

Remit Rio offers a secure and efficient money transfer service that allows you to send funds from the Spain to recipients in supported countries where receiver can received funds in Bank accounts, mobile wallets or collect cash at             designated locations.

Each transaction you initiate is processed separately and does not create a continuing relationship or stored balance with us.

We make reasonable efforts to ensure that your transfer is completed promptly, but the delivery time may depend on factors outside our control, such as the recipient’s bank processing times, local public holidays, compliance checks, or technical system delays.

5. How to Use the Service

To initiate a transfer, you must log into your Account and provide the following:

• The recipient’s full name and contact details;
• The amount you wish to send;
• The destination country and chosen payout method;
• Any additional details required by the recipient’s financial institution or mobile money provider.

Before confirming the transfer, you will be shown the applicable exchange rate, transfer fee, and total amount payable. Once you approve and submit the transaction, you authorise us to process the payment and deliver funds to the recipient in accordance with your instructions.

It is your responsibility to ensure that all recipient details are correct. We are not responsible for losses or delays caused by inaccurate information.

Upon successful submission, we will issue you a transaction receipt confirming the reference number, amount sent, applicable fees, and estimated delivery time.

6. Payment and Fees

You must pay the total send amount and any applicable fees using one of the accepted payment methods, which may include debit card, credit card, or bank transfer. All fees and exchange rates will be displayed prior to confirmation.

Our exchange rate may include a margin over the rate at which we source foreign currency. By confirming the transaction, you agree to the rate and fee presented at that time.

We reserve the right to change our fees and exchange rates at any time; however, such changes will not affect transactions already confirmed.

Third-party fees, such as intermediary bank charges or mobile operator deductions, may apply and could reduce the amount received by the recipient. Remit Rio is not responsible for these charges.

7. Delivery of Funds

While we strive to deliver funds promptly, delivery times are estimates and not guarantees. Actual delivery times depend on multiple factors including time zones, currency availability, intermediary processing times, and local regulatory requirements.

Funds will be made available to the recipient in accordance with the chosen payout method. The recipient may need to present identification or transaction details to collect the funds in case of cash pickup. If the recipient fails to collect funds within the specified period, the transfer may be cancelled and refunded to you, subject to applicable fees and exchange rate adjustments.

8. Cancellation and Refunds

You may cancel a transaction at any time before it has been processed to the payout partner. Once funds have been released to the recipient’s bank, mobile wallet, or pickup agent, the transaction cannot be reversed.

If you wish to cancel, please contact us immediately at cancellation@remitrio.com. Refunds for cancelled transactions will be made to the same payment method used for the original transfer.

If we are unable to complete a transaction due to compliance restrictions, incorrect details, or technical errors, we will refund the amount paid, less any irrecoverable costs.

We do not refund transfer fees if the transaction could not be completed due to incorrect recipient information provided by you or delays outside our control.

9. Your Responsibilities

You agree to use our Services exclusively for lawful, legitimate and authorised purposes, strictly in accordance with these Terms and all applicable domestic and international laws, regulations and governmental orders. You shall not, directly or indirectly, use the Services, attempt to use them, or permit any third party to use them for any activity that is unlawful, fraudulent, abusive or inconsistent with the intended purpose of our Platform.

Without limiting the foregoing, you must not use the Services:

• to violate, evade or assist any person in violating any law, regulation or government order;
• to transmit, receive or transfer funds on behalf of another person or entity unless properly authorised to do so;
• to engage in, facilitate or attempt any form of money-laundering, terrorist financing, fraud, tax evasion or other financial crime;
• to conduct transactions for illegal, prohibited or restricted goods or services (including, but not limited to, narcotics, weapons, counterfeit goods or unlicensed services);
• to interfere with, disrupt or attempt to gain unauthorised access to our systems, network, Platform or any component thereof, or to manipulate or misuse the functionality of the Services in any way.

As part of your registration and continuing use of our Platform, you further undertake that:

• all information you provide to us at registration, and at any later time, is complete, true, accurate and up-to-date in all respects;
• you will promptly notify us of any change to your personal or registration information (including name, address, contact details, bank account details or beneficial owner information);
• you are at least eighteen (18) years of age and legally capable of entering into a binding agreement;
• you will use your own username, password and access credentials only, will take all reasonable steps to keep them safe, will change your password immediately upon suspecting compromise, and will not disclose or permit disclosure of your credentials or allow any third party to use them;
• you will provide to us, when requested, full and accurate details of your money remittance payment orders, including the beneficiary’s name, address, account number or other authorised payment receiving method, and any other information we may require from time to time for compliance or verification purposes;
• you will not use our Services for the purposes of committing fraud, money-laundering, terrorist or criminal finance or any similar activity; and in the event that we suspect or detect you (or any person on your behalf) are engaged in illegal activity, we reserve the immediate right to suspend or terminate your access to the Services, without notice, and to report the matter to the relevant law-enforcement or regulatory authorities.

You accept and acknowledge that we may conduct verification, due diligence or investigation of your identity, your transactions and the source of your funds, including by obtaining third-party information or credit reports, and you authorise us to do so. You are responsible for ensuring that your use of our Services, your payment orders and the source of your funds comply in full with all applicable anti-money-laundering (AML), counter-terrorist financing (CTF), sanctions, tax and financial crime prevention laws and regulations, both as applicable in your jurisdiction and in any jurisdiction relevant to the transaction. We reserve the right, in our sole discretion and without liability, to refuse, suspend, or cancel any transaction or your access to the Services if we reasonably believe that the transaction is unlawful, carries excessive risk, or is inconsistent with these Terms or our regulatory obligations.

10. Our Responsibilities and Limitations

Remit Rio will process your transaction with reasonable care and in accordance with applicable regulations. However, we do not guarantee that your transfer will be completed within a specific time frame or that it will be free from interruption.

We are not responsible for delays, losses, or failures caused by:

• errors in recipient information provided by you;
• actions or omissions of intermediary banks, mobile operators, or payout agents;
• system outages or network failures;
• currency or exchange rate fluctuations;
• regulatory or compliance reviews beyond our control.

To the extent permitted by law, our total liability for any claim arising out of or in connection with a transfer shall not exceed the total amount of the transfer and the service fee you paid.

Nothing in these Terms limits or excludes our liability for death, personal injury, or fraud resulting from our negligence.

11. Compliance and Verification

Remit Rio is legally obligated to conduct customer due diligence and ongoing transaction monitoring to comply with the Money Laundering, Terrorist Financing and related applicable legislation.

We may suspend, delay, or cancel any transaction if we believe it is necessary to comply with legal or regulatory obligations, including sanctions screening or law enforcement requests.

We reserve the right to request additional information at any time to verify your identity, your source of funds, or the purpose of a transaction. Failure to provide such information may result in suspension or termination of your Account.

12. Data Protection and Privacy

Your personal information is processed in accordance with our Privacy Policy, which forms part of these Terms. We collect and process your data for purposes including verifying your identity, processing transactions, preventing fraud, and complying with legal obligations.

We may share your information with our partners, service providers, and regulatory authorities as necessary to provide the Services or as required by law.

For full details of how we use and protect your data, please review our Privacy Policy available at https://remitrio.com/privacy-policy.

13. Account Suspension and Termination

We may suspend or terminate your Account or any transaction immediately if we reasonably believe that:

• you have breached these Terms;
• your activity may be fraudulent or unlawful;
• continued use would expose us to legal, regulatory, or reputational risk.

Where possible, we will notify you of any suspension or termination and provide reasons, except where prohibited by law.

You may close your Account at any time by contacting us, provided that all pending transactions have been completed or cancelled.

14. Intellectual Property

All intellectual property rights in our Platform, logo, content, and technology are owned by Remit Rio or its licensors. You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform solely for lawful personal use in accordance with these Terms.

You must not reproduce, modify, or distribute any part of our Platform without prior written consent.

15. Force Majeure

We will not be liable for any delay or failure in performance resulting from events beyond our reasonable control, including but not limited to natural disasters, wars, strikes, power failures, or restrictions imposed by law or authorities.

16. Complaints and Dispute Resolution

We are committed to providing excellent service. If you are dissatisfied with any aspect of our Services, you should contact us promptly using the contact details below:

Email: help@remitrio.com
Postal: Calle Meson De Paredes, 23 – Loc 1 2 28012, Madrid, Spain

We will acknowledge your complaint within a reasonable time and aim to resolve it within fifteen (15) business days, or thirty-five (35) in exceptional cases.

If you remain dissatisfied, you may escalate your complaint to the Bank of Spain. Details for Bank of Spain are as follows:

Website: https://clientebancario.bde.es/pcb/en/menuhorizontal/podemosayudarte/consultasreclama/comorealizarrecl/

17. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of them shall be governed by and construed in accordance with the laws of Spain. You agree that the courts of Spain will have exclusive jurisdiction to settle any disputes arising from or related to these Terms or your use of the Services.

18. Amendments

We may update these Terms from time to time to reflect changes in our business practices, regulatory requirements, or technology. When we make significant changes, we will update the “Effective Date” and provide notice through our website or email. Continued use of the Services after such notice constitutes acceptance of the updated Terms.

19. Entire Agreement

These Terms, together with our Privacy Policy and any other documents referred to herein, constitute the entire agreement between you and Remit Rio relating to your use of the Services and supersede all prior understandings or representations.