Terms & Conditions
03 March 2026
Welcome to Remitrio. These Terms & Conditions govern your use of our website, mobile application, and services. By accessing or using our services, you agree to comply with these terms. Please read them carefully.
TERMS AND CONDITIONS OF USE
RemitRio Money Transfer Service
Last updated: 21 January 2026
- Service Provider Identification
RemitRio is the trade name of Global Money Exchange & Transfers, S.A., a company incorporated in Spain, with registered office at Calle Mesón de Paredes, 23 – Local 1 and 2, 28012 Madrid, registered with the relevant Commercial Registry and authorised and supervised by the Bank of Spain as a payment institution for the provision of money remittance services, in accordance with Royal Decree-Law 19/2018 on payment services.
Hereinafter referred to as “RemitRio”, “the entity”, “we”, “us” or “our”.
- Purpose and Scope
These Terms and Conditions govern access to and use of the international money transfer service provided by RemitRio through its website and, where applicable, other digital channels (the “Service”).
RemitRio does not offer payment accounts, electronic wallets, deposits, credit or savings products.
Each transaction constitutes an individual and independent remittance, with no stored balance and no ongoing contractual relationship beyond the specific transaction.
The Service is provided exclusively through one-off, non-continuous transactions, without the opening of a payment account, without maintaining a user balance, and without any obligation to execute future transactions.
2 bis. Service Availability
Destination countries, available payment methods and destination payment providers may vary due to operational, regulatory or third-party availability reasons.
RemitRio does not guarantee the permanent availability of any specific country, payment method or channel, and such unavailability shall not give rise to any user rights.
- Acceptance of the Terms
Use of the Service implies express acceptance of these Terms and Conditions. If the user does not agree, they must refrain from using the Service.
- Eligibility Requirements
The Service is intended exclusively for natural persons, over 18 years of age, with legal capacity to contract, acting in their own name and on their own behalf, duly identified in accordance with anti-money laundering regulations.
The Service is not available to legal persons, nor to individuals acting on behalf of third parties or for professional, business or commercial purposes.
RemitRio reserves the right to reject or cancel transactions for legal, regulatory or anti-money laundering reasons.
4 bis. Operational Limits
Use of the Service may be subject to limits per transaction, per period or per user, depending on the destination country, payment method, user profile, compliance controls or applicable legal obligations.
Such limits may be modified at any time in accordance with applicable regulations and internal AML/CTF policies.
- Registration and Identity Verification
To carry out money transfers, users must provide truthful, complete and up-to-date information, including:
- Full name
- Identity document
- Address
- Date of birth
- Nationality
- Beneficiary details
In accordance with AML/CTF regulations, RemitRio may request additional documentation to verify identity, source of funds or purpose of the transaction.
Failure to provide the requested documentation may result in denial or cancellation of the Service.
- Use of the Service
The user is responsible for:
- Accuracy of beneficiary details
- Legitimacy of the funds sent
- Compliance with applicable laws
RemitRio shall not be liable for delays, errors or losses resulting from incorrect information provided by the user.
- Fees, Charges and Exchange Rate
Before confirming each transaction, the user will be clearly and transparently informed of:
- Amount to be sent
- Applicable fee
- Exchange rate
- Final amount received by the beneficiary
The exchange rate may include a commercial margin. Once confirmed, it cannot be modified.
7 bis. Pre-transaction Information
Prior to confirmation, RemitRio shall make available to the user, in a clear and understandable manner:
- Total amount to be sent
- Applicable fee
- Exchange rate used
- Final amount received by the beneficiary
- Estimated delivery time
- Possibility or impossibility of cancellation after execution
Confirmation implies express acceptance of the economic and operational conditions displayed.
- Execution of the Transaction
Delivery times may depend on:
- Compliance checks
- Intermediary institutions
- Local holidays
- Destination payment systems
Delivery times are estimates and not guaranteed.
RemitRio shall inform the user of the estimated execution time prior to confirmation.
Manifest Technical Error
RemitRio may cancel a transaction in the event of a manifest technical error, including errors in amount, exchange rate or fees, where such error is evident and beyond the user’s control.
In such cases, RemitRio shall promptly inform the user and refund all amounts paid, at no additional cost, without prejudice to mandatory consumer rights.
8 bis. Safeguarding of Funds
User funds received for money transfer execution are safeguarded in accordance with payment institution regulations.
Such funds are kept separate from RemitRio’s own assets and deposited in a dedicated safeguarding account with a credit institution or protected through another legally permitted mechanism.
The safeguarding account is not a user account and does not generate any user rights beyond proper execution of the transfer.
Safeguarding does not imply coverage by any deposit guarantee scheme.
- Cancellations and Refunds
Users may request cancellation before the transaction has been executed by the destination payment provider.
Once executed, transactions are irrevocable.
If execution is impossible due to reasons attributable to RemitRio, the amount paid will be refunded, deducting any non-recoverable costs.
Fees shall not be refunded where the error is attributable to the user.
9 bis. Right of Withdrawal
In accordance with consumer protection regulations, the right of withdrawal does not apply once execution has begun with the user’s express consent before expiry of the statutory withdrawal period.
- User Obligations and Prohibited Uses
The Service may not be used for:
- Illegal or fraudulent activities
- Money laundering or terrorist financing
- Circumvention of sanctions or embargoes
- Transactions on behalf of third parties without authorisation
- Transactions for legal entities or for business, professional or commercial purposes
RemitRio may suspend or block the Service without prior notice in case of misuse or legal requirements.
Nothing herein affects mandatory consumer rights.
- Liability
RemitRio shall act with due diligence in accordance with applicable regulations.
Maximum liability per transaction is limited to the amount sent plus the fee charged, except in cases of wilful misconduct or gross negligence.
Mandatory consumer rights remain unaffected.
- Personal Data Protection
Personal data processing is governed by the Privacy Policy available on the website and forms an integral part of these Terms.
- Customer Support and Complaints
Users may submit complaints to:
- Email: help@remitrio.com
- Postal address: Calle Mesón de Paredes, 23 – Local 1 and 2, 28012 Madrid
Complaints will be resolved within a maximum of two (2) months.
If unresolved, users may contact the Bank of Spain – Conduct of Financial Institutions Department.
- Governing Law and Jurisdiction
These Terms are governed by Spanish law. Spanish courts shall have jurisdiction, without prejudice to consumer rights.
- Amendments
RemitRio may amend these Terms for legal or regulatory reasons. Updated versions will be published on the website.
15 bis. Language
These Terms are drafted in Spanish. In case of translation, the Spanish version shall prevail.
TÉRMINOS Y CONDICIONES DE USO
Servicio de envío de dinero RemitRio
Última actualización: 21 de enero de 2026
- Identificación del prestador del servicio
RemitRio es la marca comercial de Global Money Exchange & Transfers, S.A., sociedad constituida en España, con domicilio social en Calle Mesón de Paredes, 23 – Local 1 y 2, 28012 Madrid, inscrita en el Registro Mercantil correspondiente y autorizada y supervisada por el Banco de España como entidad de pago para la prestación del servicio de envío de dinero (remesas) conforme al Real Decreto-ley 19/2018, de servicios de pago.
En adelante, “RemitRio”, “la entidad”, “nosotros” o “nuestro”.
- Objeto y ámbito de aplicación
Las presentes Condiciones regulan el acceso y uso del servicio de envío de dinero internacional prestado por RemitRio a través de su página web y, en su caso, otros canales digitales (en adelante, el “Servicio”).
RemitRio no ofrece cuentas de pago, monederos electrónicos, depósitos, crédito ni productos de ahorro.
Cada operación constituye una remesa individual e independiente, sin que exista saldo almacenado ni relación contractual continuada más allá de cada operación concreta.
El Servicio se presta exclusivamente mediante operaciones puntuales y no continuadas, sin apertura de cuenta de pago ni mantenimiento de saldo a favor del usuario, y sin que exista obligación de ejecución futura de operaciones.
- bis. Disponibilidad del Servicio
Los países de destino, los métodos de pago disponibles y los proveedores de pago en destino podrán variar en función de circunstancias operativas, regulatorias o de disponibilidad de terceros.
RemitRio no garantiza la disponibilidad permanente de un país, método de pago o canal concreto, sin que ello genere derecho alguno a favor del usuario.
- Aceptación de las condiciones
La utilización del Servicio implica la aceptación expresa de estas Condiciones. Si el usuario no está de acuerdo, deberá abstenerse de utilizar el Servicio.
- Requisitos para utilizar el Servicio
El Servicio está destinado exclusivamente a personas físicas, mayores de 18 años, con capacidad legal para contratar, que actúen en su propio nombre y por cuenta propia, debidamente identificadas conforme a la normativa de prevención del blanqueo de capitales.
El Servicio no está disponible para personas jurídicas, ni para personas físicas que actúen en representación de terceros o con fines profesionales, empresariales o comerciales.
RemitRio se reserva el derecho a rechazar o cancelar operaciones cuando concurran causas legales, regulatorias o de prevención de blanqueo de capitales.
- Bis. Límites operativos
El uso del Servicio podrá estar sujeto a límites por operación, por periodo de tiempo o por usuario, que podrán variar en función del país de destino, el método de pago seleccionado, el perfil del usuario, los controles de cumplimiento normativo o las obligaciones legales aplicables.
Dichos límites podrán ser modificados en cualquier momento conforme a la normativa vigente y a las políticas internas de prevención del blanqueo de capitales y financiación del terrorismo.
- Registro y verificación de identidad
Para realizar envíos de dinero, el usuario deberá facilitar información veraz, completa y actualizada, incluyendo, entre otros:
- Nombre y apellidos
- Documento de identidad
- Dirección
- Fecha de nacimiento
- Nacionalidad
- Datos del beneficiario
De conformidad con la normativa de prevención del blanqueo de capitales y financiación del terrorismo, RemitRio podrá exigir documentación adicional para verificar la identidad, el origen de los fondos o la finalidad de la operación.
La falta de aportación de la documentación solicitada podrá dar lugar a la denegación o cancelación del Servicio.
- Uso del Servicio
El usuario será responsable de:
- La exactitud de los datos del beneficiario.
- La legitimidad de los fondos enviados.
- El cumplimiento de la normativa aplicable.
RemitRio no será responsable de retrasos, errores o pérdidas derivados de datos incorrectos facilitados por el usuario.
- Precios, comisiones y tipo de cambio
Antes de confirmar cada operación, el usuario será informado de forma clara y transparente de:
- El importe a enviar
- La comisión aplicable
- El tipo de cambio
- El importe final que recibirá el beneficiario
El tipo de cambio podrá incluir un margen comercial. Una vez confirmada la operación, no podrá modificarse.
7.bis Información previa a la operación
Con carácter previo a la confirmación de cada envío de dinero, RemitRio pondrá a disposición del usuario, de forma clara y comprensible, la siguiente información:
– importe total a enviar; – comisión aplicable; – tipo de cambio utilizado; – importe final que recibirá el beneficiario; – plazo estimado de entrega; – posibilidad o imposibilidad de cancelación una vez ejecutada la operación.
La confirmación de la operación por el usuario implica su aceptación expresa de las condiciones económicas y operativas mostradas.
- Ejecución de la operación
El plazo de entrega puede depender de:
- Controles de cumplimiento normativo
- Entidades intermediarias
- Festivos locales
- Sistemas de pago del país de destino
RemitRio no será responsable de retrasos imputables a terceros o a causas fuera de su control.
El plazo de entrega de los fondos es estimado y depende del país de destino, del método de pago seleccionado, de los controles de cumplimiento normativo y de los sistemas del proveedor de pago en destino.
RemitRio informará al usuario, antes de la confirmación de la operación, del plazo estimado de ejecución, sin que dicho plazo tenga carácter garantizado.
Error técnico manifiesto
RemitRio podrá cancelar una operación cuando se haya producido un error técnico manifiesto, incluyendo, entre otros, errores en el cálculo del importe, del tipo de cambio o de las comisiones, siempre que dicho error sea evidente y ajeno a la voluntad del usuario.
En tal caso, RemitRio informará al usuario a la mayor brevedad posible y procederá al reembolso íntegro de las cantidades abonadas, sin coste adicional para el usuario.
En ningún caso dicha cancelación afectará a los derechos irrenunciables del usuario como consumidor.
- bis. Salvaguarda de los fondos
Los fondos recibidos de los usuarios para la ejecución de operaciones de envío de dinero son objeto de medidas de salvaguarda, de conformidad con lo previsto en la normativa aplicable a las entidades de pago.
En particular, dichos fondos se mantienen separados del patrimonio propio de RemitRio y depositados en una cuenta de salvaguarda abierta a tal efecto en una entidad de crédito, o protegidos mediante otro mecanismo legalmente admitido.
La cuenta de salvaguarda no constituye una cuenta del usuario, ni genera a su favor derecho alguno distinto del derivado de la correcta ejecución de la operación de envío de dinero conforme a las presentes Condiciones.
La existencia de mecanismos de salvaguarda no implica que los fondos estén cubiertos por un sistema de garantía de depósitos.
- Cancelaciones y reembolsos
El usuario podrá solicitar la cancelación antes de que la operación haya sido ejecutada frente al proveedor de pago en destino.
Una vez ejecutada, la operación no podrá ser revocada.
En caso de imposibilidad de ejecución por causas imputables a RemitRio, se reembolsará el importe abonado, descontando, en su caso, costes irrecuperables.
No se reembolsarán comisiones cuando el error sea imputable al usuario.
9 bis.Derecho de desistimiento
De conformidad con la normativa aplicable en materia de defensa de los consumidores, el derecho de desistimiento no resultará de aplicación a los servicios de envío de dinero cuando la ejecución de la operación haya comenzado, con el consentimiento expreso del usuario, antes de la finalización del plazo legal de desistimiento.
- Obligaciones del usuario y usos prohibidos
Queda prohibido utilizar el Servicio para:
- Actividades ilícitas o fraudulentas
- Blanqueo de capitales o financiación del terrorismo
- Elusión de sanciones o embargos
- Operaciones por cuenta de terceros sin autorización
- Realizar operaciones en nombre de personas jurídicas, entidades, asociaciones o terceros, o para el pago de salarios, proveedores, servicios profesionales o cualquier otra finalidad empresarial o comercial.
RemitRio podrá suspender o bloquear el Servicio sin previo aviso cuando detecte indicios de uso indebido.
RemitRio podrá rechazar la ejecución de una operación cuando resulte necesario para cumplir requerimientos de autoridades competentes o sanciones internacionales.
Las limitaciones de responsabilidad previstas en este artículo no afectarán en ningún caso a los derechos irrenunciables que correspondan al usuario en su condición de consumidor conforme a la normativa vigente.
- Responsabilidad
RemitRio actuará con la diligencia exigible conforme a la normativa aplicable.
La responsabilidad máxima de RemitRio por cada operación quedará limitada al importe efectivamente enviado más la comisión cobrada, salvo en caso de dolo o negligencia grave.
Nada de lo dispuesto limita los derechos irrenunciables del consumidor.
- Protección de datos personales
El tratamiento de los datos personales se rige por la Política de Privacidad, disponible en el sitio web, que forma parte integrante de estas Condiciones.
- Atención al cliente y reclamaciones
RemitRio dispone de un Servicio de Atención al Cliente encargado de atender y resolver las quejas y reclamaciones de los usuarios relacionadas con la prestación del Servicio.
Las reclamaciones deberán dirigirse por escrito a: – Correo electrónico: help@remitrio.com – Correo postal: Calle Mesón de Paredes, 23 – Local 1 y 2, 28012 Madrid
RemitRio resolverá las reclamaciones en un plazo máximo de dos (2) meses desde su recepción.
El Servicio de Atención al Cliente es gratuito. Para una correcta tramitación de la reclamación, el usuario deberá indicar, en la medida de lo posible, sus datos identificativos, el número de referencia de la operación, la fecha de la misma y el motivo de la reclamación.
En caso de que la reclamación no sea resuelta en dicho plazo o si el usuario no quedara satisfecho con la respuesta, podrá acudir al Departamento de Conducta de Entidades del Banco de España, de conformidad con el procedimiento previsto en su normativa de transparencia y protección del cliente de servicios financieros. https://clientebancario.bde.es/pcb/es/
- Legislación aplicable y jurisdicción
Las presentes Condiciones se rigen por la legislación española.
Para cualquier controversia, las partes se someten a los Juzgados y Tribunales españoles, sin perjuicio de los derechos del consumidor.
- Modificación de las condiciones
RemitRio podrá modificar estas Condiciones por motivos legales o regulatorios. Las versiones actualizadas se publicarán en la web y serán aplicables desde su fecha de publicación.
15.bis. Idioma y versión aplicable
Las presentes Condiciones se redactan en lengua española. En caso de que se faciliten traducciones a otros idiomas, la versión en español prevalecerá en caso de discrepancia o interpretación divergente.
- Introduction
These Terms and Conditions (“Terms”) form a legally binding agreement between you and Remit Rio Ltd Canada (“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 Ltd provides money transfer services that enable individuals in the Canada 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.
- About Remit Rio
Remit Rio Ltd a company incorporated in Canada with its registered office at 8 Redsky Lane Calgary, AB T3NOX7, Canada. The company is authorized and regulated by the FINTRAC and Bank of Canada for the provision of payment services, including international money remittance.
- Eligibility and Registration
To use our Services, you must be at least 18 years of age, legally resident in Canada, 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 Ltd 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 license, 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 unauthorized 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 unauthorized 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 Ltd’s reputation or regulatory standing.
- Our Services
Remit Rio Ltd offers a secure and efficient money transfer service that allows you to send funds from the Canada 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.
- 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.
- 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 Ltd is not responsible for these charges.
- 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.
- 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 support@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.
- 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 authorized 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 authorize 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.
- Our Responsibilities and Limitations
Remit Rio Ltd 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.
- Compliance and Verification
Remit Rio Ltd 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.
- 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.
- 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.
- Intellectual Property
All intellectual property rights in our Platform, logo, content, and technology are owned by Remit Rio Ltd or its licensors. You are granted a limited, non-exclusive, non-transferable license 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.
- 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.
- 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: complaints@remitrio.com
Postal: 8 Redsky Lane Calgary, AB T3NOX7, Canada.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 Canada. Details for Bank of Canada are as follows:
- 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 FINTRAC and BANK OF CANADA. You agree that the courts of Canada will have exclusive jurisdiction to settle any disputes arising from or related to these Terms or your use of the Services.
- 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.
- 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 Ltd relating to your use of the Services and supersede all prior understandings or representations.
Terms and Conditions
This document, along with any materials referenced within it (collectively referred to as the “Terms & Conditions”), sets out the terms under which Frontier Global Consultants Ltd, whose registered address is available at https://www.frontier-pay.com/contact, provides its Services (as defined below).
Interpretation and Definitions
In these Terms & Conditions:
- Frontier-Pay, We, Us, Our means Frontier Global Consultants Ltd.
- Frontier-Pay Channel or Channel means the Frontier-Pay Website and/or the Frontier-Pay mobile application or ‘App’ through which We provide the money transfer services.
- Frontier-Pay Services or Services means money transfer services which We provide through the Channel.
- Frontier-Pay Website or Website means the website which We operate in order to provide money transfer services.
- Frontier-Pay mobile application or mobile application means the mobile application through which We provide money transfer services.
- Applicable Law means all statutory instruments, regulations, orders, and other legislative provisions which in any way relate to these Terms & Conditions or the provision of the Services.
- Fee refers to the Fee and charges published or displayed on the Channel.
- Payment Method means the options available to the Sender to fund a money transfer through the Frontier-Pay Service, which may vary between jurisdictions and may include bank card, bank account, and other payment methods.
- Receiver means the person named as the beneficiary of the money transfer.
- Sender refers to the person who initiated a money transfer through the Frontier-Pay Service.
- Transaction means every money transfer that You initiate through the Frontier-Pay Service.
- You, Your or Yours means every and any person using the Frontier-Pay Website as a Sender.
1. About Us and Our Services
1.1 The Frontier-Pay Service is operated by Frontier Global Consultants Ltd, a company registered in the United Kingdom under company number 06755501. Frontier Global Consultants Ltd is authorized and regulated by the Financial Conduct Authority (FCA) under registration number 900903 to provide payment services. The FCA is the official regulatory body in the UK responsible for supervising financial conduct. More information about the FCA can be found on its website at https://www.fca.org.uk/.
1.2 You may access Our Services through Our Website (https://www.frontier-pay.com/) or via Our mobile application, available on the Google Play Store and iOS App Store, under the name ‘Frontier-Pay’.
1.3 To use Our Services, You must first create a Profile through Our Channel. In doing so, We will collect and store certain information about You. This information is used to determine Your eligibility to access Our Services, including monitoring for fraud and other risks. To create a Profile and qualify to use Our Services, You must meet the following criteria:
- 1.3.1 You must agree to these Terms & Conditions, Our Privacy Policy, and any other documents referenced in these Terms & Conditions.
- 1.3.2 You must be at least eighteen (18) years of age.
- 1.3.3 You must be a resident of the United Kingdom.
- 1.3.4 You must provide complete, accurate, and truthful information about Yourself and Your intended use of Our Services. This may include any documents or details We reasonably require to verify Your identity, residency, or eligibility to access Our Services.
1.4 By providing the required information to initiate a money transfer and accepting these Terms & Conditions, You, as the Sender, instruct Us to carry out a specific Transaction. Each individual money transfer constitutes a separate agreement between You and Us, solely for the execution of that particular transfer. At no point does a framework agreement exist obligating Us to process any future or additional money transfers. It is the responsibility of the Sender to inform the Receiver regarding the details of the transfer.
1.5 The Service must not be used to breach or circumvent the law, or to violate fair trading rules, including making payments using instruments that do not belong to You. You agree to use the Service and Channel strictly in accordance with the law and solely for the purpose of completing legitimate Transactions.
1.6 We may update or amend these Terms & Conditions at any time for any reasonable purpose, including complying with legal obligations. Any updates will be published on Our Website, showing the revised Terms & Conditions with an updated revision date. In certain cases, the current version of the Terms & Conditions may be made available to You when You instruct Us to execute a Transaction. If any amendment constitutes a ‘material change’ (see section 1.8), We will provide at least 60 days’ prior notice. During this period, a copy of the previous Terms & Conditions will remain available on Our Website, and a notice highlighting the update will be displayed. Where applicable, You will also receive separate written notice of changes if required. Until You receive such notice, You may rely on the previous version of the Terms & Conditions.
1.7 After the notice period has expired, the modified Terms & Conditions will immediately apply to any new agreements between You and Us. Continuing to use or access the Service or Channel after this date indicates Your acceptance of the updated Terms & Conditions. If You do not agree with the revised Terms before initiating a Transaction or using the Services, You are free to discontinue use.
1.8 For clarity, a ‘material change’ under clause 1.6 does not include changes that:
- 1.8.1 provides a benefit to You.
- 1.8.2 introduce a new product or service or clarify an existing term; or
- 1.8.3 are required to comply with applicable laws, regulations, or regulatory authority requirements.
2. Accessing and Utilizing Our Services
2.1 Our Services must not be used for any unlawful purpose. This includes, without limitation, activities related to money laundering, fraud, terrorist financing or proliferation, sexually explicit content or services, gambling, trading in tobacco or tobacco-related products, firearms, prescription drugs, or other controlled substances.
2.2 When using Our Services, You must comply with the following requirements:
- 2.2.1 You may create a single Profile for personal, non-commercial use. We may limit the number of email addresses, phone numbers, and Payment Methods that can be linked to a Profile. Creating additional profiles or using Our Services on behalf of another person is strictly prohibited.
- 2.2.2 Our Services are intended exclusively for consumer use, meaning personal, non-commercial purposes. Use of Our Services for business or professional purposes is prohibited. We reserve the right to terminate Your access if this restriction is violated.
- 2.2.3 You must provide accurate, complete, and up-to-date information when creating Your Profile. You are also responsible for promptly updating any changes to Your Profile information.
- 2.2.4 If You move outside the United Kingdom, You may be required to accept Frontier-Pay Terms & Conditions applicable to Your new location. Be aware that some or all of Our Services may not be available in all jurisdictions.
- 2.2.5 Legal and regulatory restrictions may prevent Us from offering Services in certain countries or to certain individuals. You are prohibited from using Our Services if You are in, or intend to send money to, a jurisdiction where We are not authorized to operate. You must comply with these restrictions and refrain from any actions that could breach applicable laws or regulations.
2.3. We reserve the right to suspend or terminate Your access to Our Services or Channel and to report any suspected illegal activity to the relevant authorities if You do not comply with these Terms & Conditions.
2.4. We agree to provide Services in accordance with these Terms & Conditions and Applicable Law. To verify Your identity, We may carry out additional checks, including but not limited to credit reference checks, sanctions screening, news checks, and other information sources. All such checks will be conducted in line with Our Privacy Policy and applicable data protection laws.
3. Communications
3.1 All official communications from Us will be sent through Our Channel and, where applicable, via email or telephone. You are responsible for regularly checking the Channel to stay informed of any communication or updates from Us.
3.2 This does not limit Your ability to contact Us through other means. You may reach Us by email at help@frontier-pay.com, addressed to Customer Services, or via other contact options provided on Our Website.
4. Your Obligations
4.1 While We take a range of measures to protect the security of Your Profile and personal information, You also have an important role in maintaining a safe and secure environment when using Our Services and Channel. To comply with these Terms and safeguard Your security, You must:
- 4.1.1 Take all reasonable precautions to prevent any unauthorized access to Your Profile and the Channel.
- 4.1.2 Keep Your equipment, login credentials, and any other tools used to access Our Services or Channel secure. This includes computers, mobile devices, and any related hardware or software. Do not disclose Your login details to anyone.
- 4.1.3 Follow any specific security instructions We provide from time to time to maintain the integrity and safety of the Services.
- 4.1.4 Avoid sharing any content through Our Services or Channel that may contain viruses, malware, or other harmful elements.
- 4.1.5 Do not transfer, sell, or allow anyone other than Yourself, directly or indirectly, to use Your Profile or login credentials.
- 4.1.6 Only send money to individuals You know and trust, refrain from transferring funds to unknown parties.
- 4.1.7 Access to Our Services is limited to residents of Ireland or other EEA jurisdictions listed on Our Website. If You are not a resident of these regions, You are not permitted to use Our Services or Channel.
- 4.1.8 Do not use tools, proxies, VPNs, or other methods to conceal Your identity or location when accessing Our Services.
- 4.1.9 You must provide Us with correct, accurate, complete, and truthful details concerning:
- 4.1.9.1 Details of the money transfer order(s).
- 4.1.9.2 Correct and complete information about the Receiver, such as name, address, bank account details, or any other required information.
- 4.1.9.3 Your full name, address, bank account details, and any other requested information; and
- 4.1.9.4 Any other information required by Applicable Law or requested by Us before completing the Services.
- 4.1.10 Do not use Our Services to commit fraud, money laundering, terrorism financing, financial crime, or any similar illegal activity. We have the immediate right to suspend or cancel any Services, Channel access, or Your account without notice if We suspect or detect such activity by You or the Receiver. We may also report it to the relevant authorities.
- 4.1.11 You authorize Us to share Your personal information, including name and address, with third parties to verify Your identity or obtain information about You, such as credit reports or other checks necessary to authenticate Your identity.
5. Transfer Instructions
5.1 When initiating a money transfer, You act as the Sender and are transferring funds to a Receiver. You agree to pay Us the amount You wish to send (the Transfer Amount), plus any applicable transfer fees. Your instruction to Us to disburse the Transfer Amount to the Receiver constitutes the Transaction. The amount received by the Receiver is referred to as the Payout, which will equal the Transfer Amount in the currency selected for the Receiver.
5.2 You are responsible for ensuring that all information provided in the order form including Transfer Amount, Payout, and Receiver details—is accurate and complete. If We process the Transaction based on the information You supply, it will be considered correctly executed, even if the details are incorrect. We shall not be liable for any loss resulting from inaccurate information provided by You.
5.3 As Transactions are processed at Your request, We reserve the right to accept or decline any Transaction. Declines will generally occur only for valid reasons, such as breaches of these Terms. To avoid delays or issues, please provide accurate, current information about Yourself, the Transfer Amount, and any applicable fees.
5.4 To comply with Applicable Law, regulations, and regulatory expectations including anti-money laundering (AML) and Know Your Customer (KYC) requirements all Transactions are subject to screening and ongoing monitoring. We may request documentation or information to verify Your identity, the purpose of the Transaction, or details about the Receiver. This may include phone calls to obtain necessary information.
5.5 We may need to place a Transaction on hold until the required information is provided. We reserve the right to cancel any Transaction if, in Our sole discretion, it does not comply with regulatory requirements or falls outside Our risk parameters.
5.6 If You fail to provide the requested information within 30 days of initiating the Transaction, We may cancel the Transaction and refund the Transfer Amount in accordance with these Terms.
5.7 During the transfer process, You must supply accurate and truthful details about Yourself and the Receiver using the digital form. The specific information required may vary depending on the Transaction. Providing correct information is essential for the successful completion of the transfer. Errors or inconsistencies may cause delays or prevent the Transaction from being completed.
5.8 We are not obliged to accept any instruction to carry out a Transaction. We shall not be liable for any refusal to process a Transaction, or for suspending, terminating, or restricting Your access to Our Services or Channel. These Terms will apply only to Transactions We choose to accept.
6. Price
6.1 The costs and charges for using Our Services are displayed on the Channel and are presented to You before You start a money transfer. This includes any transfer fees, applicable currency exchange rates, and other related charges. Unless specifically stated otherwise, prices do not include VAT. You can view the current fees at any time prior to confirming a transfer.
6.2 It is Your responsibility to review and understand the Fee Schedule before initiating a transfer. All relevant fees will be clearly presented before You finalize a Transaction. Subject to clauses 1.6, 1.7, and 1.8, We may update the Fee Schedule from time to time. The Fee Schedule in effect at the time of Your Transaction will apply, with fees communicated to and agreed by You before completing the transfer.
6.3 Certain jurisdictions may impose taxes or additional charges on particular money transfers or bill payments. When sending funds to a Receiver in such locations, these amounts will be deducted from the Transaction Amount. You may contact Us if You require further details.
6.4 The Sender is responsible for covering all fees required to complete a money transfer, unless Applicable Law in the destination country provides otherwise. Transfers may also be subject to local taxes and service charges, and the Receiver may incur additional fees for receiving funds via bank account, mobile wallet, or other methods.
6.5 Transfers can only be made in certain currencies, generally those used in the Receiver’s country or region, though other currencies may also be supported. Our online forms calculate the available currency and the exchange rate that will apply. You will be able to review this information before instructing a Transaction, and it will also be included in the Transaction confirmation notice. You acknowledge that We may derive revenue from the exchange rate applied, and by instructing a Transaction, You accept the rate calculated for that transfer.
6.6 We do not accept liability for any costs, losses, or fees incurred by the Sender or any account holder resulting from the currency conversion or exchange rate applied to the Transaction.
7. Paying for Money Transfers
7.1 We provide multiple secure and convenient options for paying for Your money transfers, including debit and credit cards or other alternative payment methods listed in the order form. Payments from bank accounts or cards linked to businesses or organizations may not be accepted.
7.2 To safeguard Your Transaction and protect against fraud, We may require additional verification or authorization steps during the payment process. This may include confirming Your billing address or receiving a one-time code from Your card issuer.
7.3 By using Our Services, You represent that You have the legal authority to use the selected Payment Method. You are solely responsible for ensuring that Your account has sufficient funds to cover the full cost of the money transfer, including any applicable fees.
7.4 We use industry-standard security measures to protect Your financial information. However, no transmission over the internet can be guaranteed as fully secure. We shall not be liable for any unauthorized access or disclosure of Your financial information caused by circumstances beyond Our reasonable control. You acknowledge and accept the inherent risks of using the internet while using Our Services or Channel.
7.5 Payment Methods are provided by third-party financial institutions. We do not guarantee their availability, functionality, or security. Any issues arising from their use, including unavailability or technical problems, must be resolved directly with the relevant financial institution. You agree to comply with the terms and conditions governing Your chosen Payment Method.
7.6 By placing a money transfer order, You authorize Us to debit the full amount, including applicable fees, from Your chosen Payment Method as specified in the order form. Payments will be deducted and cleared from Your account before We process and deliver the transfer.
7.7 If You provide incorrect information about Your payment instrument or if Your account lacks sufficient funds to cover the Transfer Amount plus fees, We may cancel the transfer or suspend Your use of Our Services immediately, without prior notice.
8. Transfer Process and Provision of Services
8.1 To initiate a money transfer, You must complete the digital order form available in Your Profile within the Channel. You are responsible for ensuring that all information provided during the creation of the Transaction is accurate and complete.
8.2 All countries, regions, payout methods, payout entities, and operators available for Transfers are listed on Our Channel. You must select the intended country, payout method, and payout partner correctly. If Your preferred payout option or partner is not listed, You may contact Us for assistance.
8.3 You must provide all required Receiver information accurately, including but not limited to bank account number, full name, phone number, address (if applicable), and any additional details requested. It is Your responsibility to ensure the information is correct. If incorrect details are submitted, the transfer will proceed, and We may be unable to recover or redirect the funds once the payment instruction has been processed.
8.4 All Transactions created by You are subject to Our acceptance. Notwithstanding any prior arrangement to initiate a money transfer, We are not obliged to initiate, process, or execute a Transaction if:
- 8.4.1 We have reason to suspect that Your account is being used for illegal, fraudulent, or prohibited purposes, or that the Transaction details are incorrect, unauthorized, or falsified.
- 8.4.2 A competent court or regulatory authority directs Us to withhold execution of the Transaction.
- 8.4.3 We have reasonable grounds to believe that You are using Our Services in violation of this Agreement or Applicable Law, including, without limitation, for money laundering or terrorism financing purposes.
- 8.4.4 We are unable to verify Your identity, or You fail or refuse to provide required due diligence or verification documents.
- 8.4.5 You have provided incorrect, incomplete, or untimely Transaction information, preventing Us from ensuring the timely execution of the requested money transfer.
- 8.4.6 Your card issuer declines authorization for the use of Your bank card to fund the Transaction or pay Our fees.
8.5 We reserve the right to refuse to provide the Services, in whole or in part, if We determine that such use would breach Frontier Pay regulations and policies (including those related to fraud prevention, anti-money laundering, or counter-terrorism financing), Applicable Law, a court order, or requirements from any regulatory or governmental authority with jurisdiction over Us. We may also refuse Services if We consider it necessary to protect Our own interests. Where possible, We will notify You of any refusal and provide reasons, unless legal constraints prevent Us from doing so.
8.6 We may partially or fully suspend the Services if circumstances beyond Our control make it necessary or appropriate to do so. In the event of any interruption to the Services on the Channel, whether caused by Us, a third-party provider, or any other factor, We will take reasonable measures to minimize the duration of such interruption.
8.7 Our obligations for delivering Services under these Terms commence only upon Our successful receipt of funds, either directly from You or via confirmation from third-party financial institutions collecting funds on Our behalf, in accordance with the transfer instructions You provide. Until We have received the full Transfer Amount, We are not required to initiate the money transfer process.
8.8 Once We have received the Transfer Amount, either directly from You or via confirmation from third-party financial institutions collecting funds on Our behalf, We will issue a confirmation notice. This notice may be delivered by email or as a notification on the Channel. You are responsible for reviewing the information in the confirmation notice and may print and retain a copy for Your records.
8.9 The Services will be executed and the funds delivered to the Receiver according to the Payment Method selected by You in the order form. The Receiver may receive the funds into their designated bank account, mobile wallet, or as a cash payment at an authorized pay-out location, using the name and telephone number provided in the order form. Any delivery dates indicated are approximate, and occasional delays may occur due to unforeseen circumstances.
8.10 We aim to process Your money transfers efficiently. However, delays may occasionally occur due to factors beyond Our control, including but not limited to:
- 8.10.1 Compliance requirements in the regulated sector applicable on Us or Our Partners, including additional verification for anti-money laundering purposes or confirmation of transfer details.
- 8.10.2 Delays arising as funds pass through intermediary banks and multiple partners.
- 8.10.3 Transfers initiated on weekends, public holidays, or outside the operational hours of the sending or receiving bank.
- 8.10.4 Unforeseen technical issues affecting Our systems or those of intermediary banks.
8.11 While We will use commercially reasonable efforts to minimize delays, We shall not be liable for any loss or damage resulting from transfers processed outside Our standard timeframe due to circumstances beyond Our control. Such delays are expected to be rare; however, You should allow for potential delays when planning Your transfer and notify Your Receiver accordingly. We have no control over the time it takes for the Receiver’s bank or payment provider to credit and make the funds available.
8.12 We reserve the right to cancel money transfers that are not collected by the Receiver within 60 days of availability. We will make reasonable efforts to refund the transfer amount to Your original Payment Method. Where Our payment processing partners require additional steps to process the refund, You may be asked to provide an alternate bank account and supporting account statement.
9. Transaction Cancelling and Refunds
9.1 You may cancel a Transaction at any time prior to Our receipt of the funds and issuance of a confirmation notice.
9.2 In accordance with clause 9.1, You may also cancel a Transaction via the option provided in Your Profile. If funds have not yet been received by Us, no refund is due, and the transfer order will be cancelled.
9.3 If We have received the funds and a confirmation notice has been issued and received, You may still request to cancel the Transaction and apply for a refund, provided that the Service has not yet been completed by Us.
9.4 You will no longer have the right to cancel a Transaction once You have explicitly given consent and We have completed the Service or sent instructions to Our partners to deliver it. Examples of when the Service is considered complete include:
- 9.4.1 Funds have been deposited into the Receiver’s designated bank account, wallet, or mobile number.
- 9.4.2 The Receiver has accessed or collected the transferred funds.
9.5 Once delivery instructions are sent to the designated pay-out partner, the Transaction cannot be cancelled unless We receive confirmation from the pay-out partner that the funds are still available. If the pay-out partner confirms the funds have been collected or accessed by the Receiver, the Transaction is final and cannot be cancelled.
9.6 Where cancellation is possible, We will refund the full transfer amount or part thereof (subject to applicable processing fees) to the account used to initiate the Transaction.
9.7 We reserve the right to deduct a reasonable processing fee from any refund to cover costs incurred in delivering the Service.
10. How Your Money is Protected
10.1 When You use Our Services, any funds You provide are held securely by Us until the Transaction is fully completed. Your money is kept in dedicated client money accounts at regulated commercial or central banks, which are separate from Our own operating accounts. This segregation ensures that Your funds remain protected and cannot be used for Our operational purposes.
10.2 The safeguarding of Your funds continues until the Transaction reaches completion, which means the payment has been successfully delivered to the intended recipient or the recipient’s payment service provider and confirmed in accordance with Our internal procedures. Only upon confirmation of successful delivery will the Transaction be considered complete, and the funds fully released.
11. Complaints
11.1 We are committed to providing high-quality customer service and resolving any issues You may experience. If You are dissatisfied with Our Services, You may contact Our customer support team by using contact details available on Our channel. This will allow Us to understand and attempt to resolve Your issue informally. If Your concern is not resolved at this stage, You have the right to submit a formal complaint. For clarity, We may request that You submit the complaint in writing via email to ensure a full understanding of the matter.
11.2 Upon receipt of a formal complaint, We will acknowledge it in writing as soon as reasonably possible and, in any case, within five business days of receipt. This requirement will not apply if the complaint has been resolved to Your satisfaction within that period.
11.3 We will provide a full response to Your complaint within a reasonable period and, in any event, no later than 15 business days from receipt. In exceptional cases, We may issue a holding response explaining the reasons for the delay and indicating the date by which a full reply will be provided. Our aim is to issue a final response addressing all points raised no later than 35 business days from receipt of Your complaint.
11.4 If You remain dissatisfied with Our handling of Your complaint, You may contact an alternative dispute resolution (ADR) provider to attempt to resolve the matter without resorting to legal action. You may also submit a complaint to the Financial Ombudsman Service (FOS), a free and independent service that may help resolve disputes between You and Us. More information is available at https://www.financial-ombudsman.org.uk. Complete details will also be provided in Our final response to Your complaint.
12. Data Protection and Privacy
12.1 The collection, processing, and use of Your personal data and information is governed by Our Privacy Policy, available at https://www.frontier-pay.com/privacy-policy (“Privacy Policy”). By using Our Services and Channel, and agreeing to these Terms & Conditions, You also agree to the terms of Our Privacy Policy and consent to the processing described therein. You are advised to print or save a copy of the Privacy Policy together with these Terms & Conditions for Your records.
12.2 Your access to and use of the Channel and Services are subject to the Privacy Policy. By using the Channel and Services, You acknowledge and agree that We may collect, retain, and process personal or other information about You, the Sender, the Receiver, and the device used to access the Channel and Services.
12.3 While We implement reasonable technical, organizational and security measures to protect Your personal data, no online system is completely secure. By providing Your information, You acknowledge and accept the inherent risk of unauthorized access.
13. Intellectual Property
13.1 All content on Our Channel, including its design, trademarks, patents, databases, and other intellectual property rights (collectively, “Intellectual Property”), is owned by Us or Our licensors. This includes materials, works, methods, software, source code, data, technical information, branding elements such as trade names, service marks, goodwill, presentation and style of Our Services, creations, inventions, improvements to existing inventions, confidential information, know-how, and research related to Our Services. Such Intellectual Property is protected under Applicable Laws worldwide, whether registered or unregistered, and We reserve the right to seek protection and enforce such rights globally.
13.2 By using Our Channel, You acknowledge that all content and materials remain the property of Us or Our licensors.
13.3 You are permitted to download or copy content from Our Channel strictly for personal, non-commercial purposes. Any use for commercial purposes is strictly prohibited.
13.4 You may access and display our Channel content on Your computer, store it electronically on a personal device (not a network server), or print a copy for personal, non-commercial use. You must retain all copyright and proprietary notices.
13.5 Unauthorized use of Our Channel content is strictly prohibited. This includes, without limitation, copying, reproducing, transmitting, publishing, displaying, distributing, commercial exploitation, or creating derivative works without Our explicit permission.
13.6 These Terms do not grant You any rights to use Our trademarks or those of Our affiliates.
13.7 The Services We offer, and the Channel’s content may be subject to intellectual property rights owned by third parties. We acknowledge and respect these rights.
13.8 You may not create hyperlinks to Our Channel from any other website, document, or source without first obtaining Our written consent. We may revoke consent at any time without notice or reason. Upon receiving notice of withdrawal, You must immediately remove the link and confirm to Us that this has been done.
14. Our Liability
14.1 Subject to Applicable Law and to the maximum extent permitted :
- 14.1.1 Our liability to You under these Terms is limited to direct and foreseeable losses or damages arising solely from Our breach of these Terms or failure to exercise reasonable skill and care in fulfilling Our obligations. We shall not, under any circumstances, be liable for indirect, consequential, incidental, special, or punitive damages, even if We were advised of the possibility of such damages.
- 14.1.2 You acknowledge and agree that We will not be liable for any loss of profit, revenue, goodwill, business opportunity, data, or similar intangible loss, even where We were advised of the possibility of potential risk of such losses.
- 14.1.3 We accept no responsibility for any loss or damage that was unforeseeable, unavoidable, or beyond Our reasonable control (including, for example, viruses or malware introduced by third parties). We are likewise not liable for any loss arising from Our compliance with legal obligations, or where We have lawfully refused, suspended, cancelled, or delayed the provision of Our Services, or where You have breached these Terms or any related agreement.
14.2 Our Services are intended solely for Your personal and private use. Any commercial, business, or resale use is strictly prohibited. To the maximum extent permitted by Applicable Law, We and Our partners (including affiliates, officers, agents, contractors, and employees) disclaim all liability for any loss of profit, business revenue, business interruption, or lost business opportunity arising from unauthorized commercial use. By using Our Services for commercial purposes, You assume all risks and agree to indemnify and hold Us and Our partners harmless for any related losses or damages.
14.3 We shall use reasonable efforts to maintain the provision of Our Services and the operational functionality of Our Channel. Nevertheless, uninterrupted, or error-free service cannot be guaranteed. To the fullest extent permitted by Applicable Law, We shall not be liable for any loss, cost, or expense arising directly or indirectly from delays in performance or periods of downtime or unavailability.
14.4 Our Services are intended for personal, non-commercial money transfers. If You use Our Website for business-related payments, We expressly disclaim all liability for such use. This includes, without limitation, the delivery of funds, the quality or nature of goods or services purchased, or any disputes arising from business transactions. By using Our Services and Channel for such purposes, You acknowledge and accept this limitation and agree to hold Us harmless from any resulting loss or damage.
14.5 Without limiting the above, We will not be liable for:
- 14.5.1 goods or services which You pay for using the Services, nor their delivery.
- 14.5.2 malfunctions in communication facilities over which We have no control.
- 14.5.3 the loss of data or the delay in transmissions caused by using an Internet service provider or a browser or other software over which We have no control.
- 14.5.4 the services provided by Your card issuer.
- 14.5.5 viruses originating from third parties.
- 14.5.6 errors on the Channel that are the result of incomplete or wrong information that You or a third party provided.
- 14.5.7 the unauthorized use or interception of information prior to reaching the Channel; or
- 14.5.8 the unauthorized use of or unauthorized access to data in conjunction with Yourself or Your Transactions which We process unless such use or such access is the result of negligence on Our behalf.
15. Force Majeure
15.1 We are not responsible for any delay or failure to perform Our obligations under these Terms caused by a Force Majeure Event. A Force Majeure Event refers to any event beyond Our reasonable control that prevents Us from fulfilling Our duties or delays performance. Examples of Force Majeure include, but are not limited to:
- 15.1.1 Strikes, lockouts, or other industrial action.
- 15.1.2 Shortages of labor, services, power, supplies, or resources.
- 15.1.3 Late, defective performance, or non-performance by suppliers or subcontractors.
- 15.1.4 Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (declared or not), or threat or preparation for war.
- 15.1.5 Fire, explosion, storm, flood, earthquake, subsidence, epidemic, or other natural disaster or extreme weather conditions.
- 15.1.6 Impossibility of using railways, shipping, aircraft, motor transport, or other means of public or private transport for service delivery.
- 15.1.7 Acts, decrees, legislation, regulations, or restrictions of any government.
15.2 During the continuance of a Force Majeure Event, Our obligations under these Terms shall be temporarily suspended. The period of suspension shall correspond to the duration of the event. We will make reasonable efforts to reduce the impact of the delay and to identify alternative means of fulfilling Our obligations. We will notify You promptly of the occurrence of any Force Majeure Event, outlining its nature and anticipated duration.
15.3 If a Force Majeure Event continues for more than thirty (30) days from the date of notification, either party may terminate the agreement governed by these Terms with immediate effect by giving written notice to the other.
16. External Links
16.1 To enhance Your experience and convenience, We may include links to or integrate services from external websites or resources, which You may choose to access at Your own discretion and risk. By selecting any such third-party link, You acknowledge and agree that:
- 16.1.1 We are not responsible for the availability or functionality of any external sites or resources.
- 16.1.2 We do not control, monitor, endorse, or guarantee any content, including advertisements, products, services, or materials provided on those external sites.
- 16.1.3 We shall not be held liable for any loss, damage, or offense arising from or in connection with Your use of, or reliance upon, any such third-party content, products, or services.
- We recommend that You review the terms of use and privacy policies of any linked websites before accessing them. Your use of such external sites is entirely at Your own risk.
17. General
17.1 Subject to clauses 1.6, 1.7, and 1.8 of these Terms and Conditions, We reserve the right to modify Our Channel, website domain, Services, products, pricing, specifications, or availability at any time. You are advised to review these Terms and Conditions periodically to stay informed of any updates or changes.
17.2 We make every effort to ensure that the information on Our Channel regarding the availability of Services is accurate and up to date. However, We do not guarantee that all Services will be available at the time You place an order. If a Service becomes unavailable after Your order has been submitted, We will:
- 17.2.1 Notify You promptly of the unavailability.
- 17.2.2 Offer a comparable alternative, where possible; or.
- 17.2.3 Issue a full refund if no suitable alternative can be provided.
17.3 If a court or other competent authority decides that any part of these Terms and Conditions is invalid or cannot be enforced, the rest of the Terms and any remaining part of that specific provision—will remain valid and effective.
17.4 Our Channel primarily provides content and materials in English. From time to time, localized translations may be available for Your ease of understanding, but these are intended only as reference. We make no representation or guarantee regarding the precision or completeness of such translations. Should any difference arise, the English version will take precedence and be regarded as the authoritative version.
17.5 If, at any point during the term of this Agreement, We do not enforce strict compliance with any of Your obligations under these Terms and Conditions or the Agreement, or choose not to exercise any of Our rights or remedies, such inaction shall not be considered a waiver of those rights or remedies, nor shall it release You from fulfilling Your obligations. Any waiver by Us of a particular default shall not be regarded as a waiver of any later default. A waiver shall only be valid if it is expressly identified as such and provided to You in writing.
17.6 By taking part in a rewards programme, you agree to be bound by any and all specific terms and conditions that govern that programme.
18. Governing Law and Jurisdiction
All rights, duties, disputes, claims, and legal relationships stemming from these Terms & Conditions are governed by the law of the United Kingdom.