Terms and conditions
*1 Avios for every £1 spent on orders over £300
Travelex (Avios Partners) Online Services Terms and Conditions
This website (the "Website"), is operated by Travelex UK Limited ("we" or "us" or "our") on behalf of itself and its holding companies and subsidiaries (together the "Travelex Group"), as well as our Avios scheme partners. Access is provided only in accordance with our Website Terms and Conditions (where applicable). Please read the Website Terms and Conditions carefully before you start to use the Website. By using the Website, you indicate that you accept the Website Terms and Conditions and that you agree to abide by them. If you do not agree to the Website Terms and Conditions, please refrain from using the Website.
Please note that the Website operates independently from the services offered by us and the Travelex Group, through www.travelex.co.uk and other such channels ("Travelex Only Services"). Separate terms and conditions apply to Travelex Only Services and promotions relating to Travelex Only Services may not be available to customers purchasing Travel Money via the Website.
These Online Services Terms and Conditions were last updated on 20 April 2017.
Information about us
1.1. Who are we? We are Travelex UK Limited a company registered in England and Wales. Our company registration number is 01985596 and our registered office address is at 4th floor, Kings Place, 90 York Way, N1 9AG. Our VAT registration number is 755419120.
1.2. How to contact us? You can contact us by: (i) emailing us at email@example.com; (ii) by telephoning us on 0845 8727 627* or 0345 872 7627 (*calls to this number are 2 pence per minute (the service charge) plus your network provider's access); or (iii) by writing to us at Travelex, Customer Services, Worldwide House, Thorpe Wood, Peterborough, PE3 6SB.
2.1. What these terms cover. These are the Online Terms and Conditions on which we supply Travel Money to you via our Website.
2.2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products and services to you, how we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
Purchase of Travel Money
3.1. Use of the service. This internet ordering service (the "Service") is provided by us. These Online Terms and Conditions apply to the Service, which consists of an online ordering facility for foreign currency banknotes ("Travel Money").
3.2. How to place an order. Follow the instructions on the ordering screen. Once you have entered the ordering screen you must complete your order within 45 minutes otherwise your session may time out and you will have to restart the order process.
3.3. If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will reimburse you for your order. This might be because the Travel Money is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the Travel Money or because we are unable to meet a delivery deadline you have specified.
3.4. When to pay. You will be required to pay for the Travel Money at the time of ordering by credit or debit card.
3.5. How to correct an error. You are able to correct errors on your order up to the point at which you click on "Buy My Currency Now" on the payment details screen. If you need to make any changes to your order after you have clicked "Buy My Currency Now" on the payment details screen, please contact us as soon as possible via one of the following methods and we may be able to amend your order: emailing us at firstname.lastname@example.org; or by telephoning us on 0845 8727 627* or 0345 872 7627 (*calls to this number are 2 pence per minute (the service charge) plus your network provider's access).
3.6. Your exchange rate. The exchange rates we quote are subject to change. We will use the exchange rate (as set by us) that appears on the ordering screen at the time we receive your order. Please note that the rates available on the Website are set separately from the rates provided in-store, and therefore may vary. You will not be able to get our Website rates in-store unless you have pre-ordered your currency through the Website.
3.7. Provision of information by you. You must provide all of the requested information in order for us to process your order. We reserve the right to request further information from you at any time to enable us to complete your order, to comply with regulatory requirements or to ensure that these Online Terms and Conditions have been complied with.
3.8. Authenticating your order. We will use various procedures to authenticate each transaction and we may, at any time and for any reason, decline to process your order or any part of your order.
3.9. Confirmation of your order. By placing an order with us, you confirm that the details contained in your order are correct in all respects. The system will display a confirmation screen setting out the details of your order. This confirms receipt of your order. A contract between you and us is only formed when we send you a confirmation email that your credit or debit card payment has been accepted. Please print a copy of the confirmation screen for your records and print or store the confirmation email in a safe place, as it will be the only record of your transaction. Please note that pursuant to clause 10 of these Online Terms and Conditions we have a right to cancel your order once the contract has come into existence.
3.10. Who can use the Service. The Service is only available to individuals aged 18 years or over, and who are resident in and accessing the Service from the United Kingdom. The Service may only be used for holiday or business travel and not for speculative, investment or any other purposes. By ordering Travel Money, you confirm that you accept the Online Terms and Conditions and agree to be bound by them and to comply with all applicable laws and regulations.
3.11. What currencies are available? The Service is only available for the currencies listed from time to time on the online ordering screen. Currency availability may also be subject to further monetary limits, currency exchange restrictions and to customers complying with all applicable laws and regulations, including those relating to anti-money laundering regulations.
Delivery and Collection
4.1. When you place your order for Travel Money, you will be given the option of whether you want to place an order for collection by you or delivery to your home.
4.2. When to collect. When you are purchasing Travel Money online to collect it from one of our locations, we have the right to stipulate the dates that you are able to collect any order (this will vary depending on the currency selected and the collection location). The available dates that you are able to collect the Travel Money are subject to change at our sole discretion and will be shown on the "My Order" page of our Website when you are placing an order.
4.3. Who can collect your order and the identification required. If you choose to place an order for collection, orders can only be collected by the card holder who paid for the Travel Money. At the time of collecting the order the cardholder will need to produce the card used to make the purchase plus either a valid passport, UK Photographic Driving Licence or EU ID card for identification purposes. Depending on your order, we reserve the right to ask for further information and identification (such as proof of residential address) in accordance with our anti-money laundering policies. The name on the card used to make the purchase must match that on the identification document(s) used. In order to enable us to comply with our anti-money laundering, internal risk and fraud policies and other legal obligations, we reserve the right to take a copy of your identification document(s) at the time of collection.
4.4. Where to collect your order from. You can collect your order from our locations listed on the ordering screen. Collection is subject to the opening times of the collection location. Details for the opening times of the collection location will be notified to you at the time of the order and can be obtained on the Website. The risk and responsibility for collecting your order before you depart on your travels rests with you. Please remember to allow sufficient time to make your collection before departing on your travels.
4.5. Payment on collection. If your online order is unsuccessful you may be offered our pay on collection service. With pay on collection you can take advantage of our great online rates by selecting a date and location to collect your order, with payment not being taken until you collect your order. You will receive the rates you would have received had your initial online order been successful, rather than the walk-up rates of your chosen collection location.
4.6. Non-collection. If you fail to collect your order from our nominated locations within 72 hours of the collection time then your order will be marked as non-collected and your order will be cancelled and treated in the same way as a cancellation made less than 24 hours in advance of the collection time as outlined in clause 4.12 below.
4.7. Collection of Euros and US Dollars. You can order Euros and US Dollars on the same day that you intend to collect it, provided that we receive and confirm your order at least 4 hours prior to collection
4.8. Collection of all other currencies. The time period between making your order and collecting it for all other currencies depends on the specific currency ordered and the collection location selected.
4.9. Maximum order value. Orders for collection are subject to a maximum value of £4,999.99 per person per day.
4.10. Minimum order value. There is no minimum order value for orders for collection. However, an admin fee of £1.99 is applicable for orders for collection with a value of under £100 and the value of your order is subject to the denominations of the Travel Money available.
4.11. Your right to cancel orders for collection. . If you placed an order for collection then this order can be cancelled at any time prior to collection by calling our customer services on 0845 8727 627* (Monday to Friday 8.00 a.m. - 10.00 p.m., Saturday and Sunday 10.00 a.m. - 8.00 p.m.; calls to this number are 2 pence per minute (the service charge) plus your network provider's access) or by email on email@example.com.
4.12. Amount of refund. Cancelled orders will be refunded with the full Sterling amount that you paid for your Travel Money order less a £10 late cancellation fee if you cancel your order less than 24 hours in advance of the collection time. Please note that any late cancellation fee may be subject to a cash advance fee from your card issuer.
4.13. When will you receive a refund. Pursuant to clauses 4.6 and 4.11, we will process cancelled or non-collected orders as soon as reasonably practicable and will organise refunds. Refunds may take from 2 to 10 days. Please note that we do not refund cash advance charges made by your card issuer and also any credit card handling fees that we charge you in accordance with clause 6.7 below
Orders for Delivery
4.14. Where can currency be delivered. Subject to clause 4.21 below, when you are purchasing Travel Money online you have the option for it to be delivered to your home.
4.15. What dates can you get it delivered? We have the right to stipulate the dates that your order can be delivered. The available dates will vary depending on the currency selected and your delivery location. The available dates that your order can be delivered to your home are subject to change at our sole discretion and will be shown on the ?My Order? page of our Website when you are placing an order. Orders will not be delivered on Sundays and public holidays
4.16. Saturday deliveries. Please also note that Saturday deliveries to home addresses are not guaranteed. If you have chosen a Monday for the delivery, Royal Mail may attempt delivering on a Saturday. For delivery lead times please see clause 4.18 below
4.17. Minimum and maximum home delivery order. Orders for home delivery are subject to a minimum value of £100 and a maximum value of £2,500 per person per day.
4.18. Delivery times. The following delivery times will apply if you choose to have your Travel Money delivered to your home address.
|Before 3.00 p.m. Monday to Thursday
||Next working day after your order
|After 3.00 p.m. Monday to Thursday
||Second working day after your order
|After 3.00 p.m. Thursday and before 3.00 p.m. Friday
||Saturday or Monday (Saturday deliveries to home addresses not guaranteed)**
|After 3.00 p.m. Friday and anytime Saturday to Sunday
||On a Tuesday
4.19. We will send your Travel Money via Royal Mail Special Delivery. All Travel Money home delivery orders are sent by Royal Mail Special Delivery (unless we advise you otherwise). Royal Mail Special Delivery is available to 99% of UK addresses. For details and exceptions visit www.royalmail.com
4.20. Risk and responsibility with home deliveries. We accept responsibility for your home delivery order up to the point of collection by Royal Mail. Problems at Royal Mail such as service disruptions, delays or failure to deliver are therefore outside our control. The risk and responsibility for your Travel Money will pass to you when the Travel Money package is signed for at your home delivery address or when the Travel Money is collected from a Royal Mail sorting office. Upon the delivery of your Travel Money, please ensure that the Travel Money package is not torn, has not been opened and does not appear to have been tampered with before signing. If you are not happy with the condition of the package do not accept it or sign for it and inform us immediately of any problems.
4.21. Where we can send your order(s): orders can only be sent to your credit or debit card billing address. A signature will be required on delivery. A valid UK telephone number is required for home delivery.
4.22. Your right to cancel. If you have placed an order for home delivery, this cannot be cancelled or amended once your order has been confirmed by us to you in accordance with clause 3.9 above. The provisions of this cancellation clause do not affect your statutory rights.
Replacements and Returns
5.1. Failure to accept delivery of your order. If you fail to accept delivery of your Travel Money order for any reason and wish your order to be re-delivered you will have to pay additional delivery charges.
5.2. Order not received or incorrect. If you do not receive your order or it is incorrect because of a fault on our part, we will send a replacement. You agree to return the original order (if received) to us by Royal Mail Special Delivery within 7 days and we will reimburse the return postage to you. If we provide a replacement order and the original order is received by you and not returned within 7 days we reserve the right to charge you for the replacement order and any other fees that we reasonably incur.
5.3.Replacement orders required urgently. If you have not received your order, and are travelling imminently and need the delivery as a matter of urgency, then we will try to make alternative arrangements including collection from one of our airport retail outlets. This service will be provided at our cost where the delay in delivery or any error is our fault. If the delay is not our fault we reserve the right to make an additional charge. If we provide an alternative order and the original order is subsequently received by you and not returned within 14 days we reserve the right to charge you for the replacement order and any other fees that we reasonably incur.
5.4.Order received greater than order placed. If the value of the Travel Money is as a result of our error, greater than the amount you ordered, you will return the excess to us by Royal Mail Special Delivery within 14 days and we will reimburse the return postage to you.
6.1.We may terminate Our participation in the ATRP at any time. We shall however use reasonable endeavours to give You not less than 3 months’ notice of such termination.
6.1. An admin fee of £1.99 is applicable for all Travel Money orders for collection of under £100.
6.2. There is no admin fee for home delivery orders.
6.3. If you choose to place an order for delivery to your home, the charges for delivering your order will appear in the online quote. The total sum payable by you (except for any charges levied by your credit or debit card issuer) will be shown on the ordering screen.
6.4. You can pay for orders with most major credit or debit cards issued in the United Kingdom registered in your name and with sufficient funds available to cover your order and any applicable fees.
6.5. You will not be charged a card handling fee if you choose to pay by Maestro, MasterCard® Debit Card or Visa Debit Card.
6.6. If you wish to pay by MasterCard Credit Card or Visa Credit Card, a handling fee of 1.5% of the order value will be applied. This will be shown within your order summary as a "Credit Card handling fee".
6.7.Please note that your card issuer may apply an additional charge when using your credit card. Any additional charge will not appear on your order total but will appear on your card statement.
We may from time to time offer different promotions on the Website. This clause 8 outlines the terms and conditions which will govern the promotions
7.1. Countdown Offers. A "Countdown Offer" is any online promotion with us which is available for a short period of time, these could last from an hour to a day (for example, a Euro rate promotion which lasts for 1 hour, or a US Dollars rate promotion which lasts for 24 hours) (also known as a "Currency Happy Hour") whereby the offer is ‘counted down’ by use of a timer (the "Timer") on the Website.
7.2. Additional terms and conditions for countdown offers. From time to time, we may offer you Countdown Offers on the Website, subject to the following terms and conditions:
a) A Countdown Offer only applies to online orders on the Website for the duration specified on the Timer. Please note that due to the amount of time it takes for rates to be uploaded onto the Website, the Countdown Offer may be available on the Website up to 10 minutes before the Timer is due to start and 5 minutes after the Timer has run out. This is to ensure that the Countdown Offer is available for the full duration of the promotion.
b) A Countdown Offer may apply to more than one currency rate at any one time, subject to the time limits imposed by the Timer.
c) In order to qualify for the Countdown Offer rate all you need to do is enter the amount of the particular currency which is subject to the Countdown Offer in the ordering screen – the promotional rate will automatically apply to your order should you complete your order by clicking "Buy My Currency Now" within the time limits indicated by the Timer.
d) If you have not clicked on “Buy My Currency Now" before the Timer runs out, you will receive the following message: ‘A rate change has occurred, please check your order summary as it may have changed’. Should you wish to proceed with your order you will be charged the new rate and not the promotional rate under the Countdown Offer.
7.3. Promotion Codes. From time to time we or our affiliates may provide you with a special promotion code for use on the Website. Please note that some promotion codes may only be available for a limited time. We do not guarantee the availability of promotion codes or the terms of any such offers.
7.4.Affiliate terms and conditions. If you have been provided with a promotion code by an affiliate, please refer to the affiliates terms and conditions for details of that offer.
Personal Information and Payment Security
8.2. Our servers. We use secure server software to make our internet transactions secure.
8.3. Validation checks and authorisation. All credit and debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment your order will not be accepted.
8.4.3D Secure. 3D Secure is a payment verification protocol used by major card issuers, branded as 'MasterCard Secure Code' and 'Verified by Visa' to prevent credit card fraud. Depending on the card issuer, 3D Secure is an opt-out option or a required service for using the card to make internet purchases. Cards registered with 3D Secure require the user to enter a Personal Identification Number (PIN) code or password. This PIN code is not the same PIN code issued with the card. 3D Secure verifies the card details provided by you. The system is completely automated and we do not store or process any of the data provided by the 3D Secure system.
Limiting Our Liability
9.1.No representation or warranty. All content and services on or available through the Website are provided on an “as is" basis and we do not make any representation or give any warranty in respect of the Website or its content.
9.2.No warranty. We do not give any warranty as to the accuracy, suitability, reliability, completeness, performance, fitness, freedom from viruses or timeliness of the content or services contained on the Website.
9.3.Use of site. Without limiting the exclusions at 10.1 and 10.2, the information services on the Website are intended for use by holiday or business travellers or by individuals or companies seeking to make payments abroad in foreign currencies, and should not be used for speculative gain, investment or business purposes.
9.4.No reliance. These information services and other content of the Website are not intended to amount to advice on which reliance should be placed. We accept no responsibility or liability arising from any reliance placed on such services by any visitor to the Website or by anyone who may be informed of any of its contents. In addition, we give no assurances that you will receive the services for which you register.
9.5.Our provision of the Service. We use reasonable care and skill in providing the Service. However, we shall not be liable to you for the following:
a) any failure by you to provide us with correct information when you place your order;
b) any failure on the part of Royal Mail or any other carrier we use to send your order to deliver your order on time;
c) if we are unable to perform any of our obligations to you due to failure of any technical systems or for any other reasons beyond our reasonable control including, amongst other things, war, terrorism, government action, natural disaster, and industrial dispute;
d) any damage to your computer equipment as a result of using the Website or the Service;
e) any loss of information or unauthorised use of data arising as a result of you using encryption systems below our recommended level; or
f) any indirect, or consequential losses, claims or damages suffered by you or incurred from your use or delay or inability to use the Website or the Service however caused.
9.6. Cap on our liability. Our maximum liability to you in respect of each use of the Service for a Travel Money order shall be to refund the purchase price of that Travel Money order.
9.7. Statutory Liability. The disclaimers and limitations of liability in these Online Terms and Conditions shall not apply to any damages arising from death or personal injury caused as a result of our negligence or that of any of our employees or agents or for fraud.
9.8. Unlawful and unenforceable terms. If any provisions of these Online Terms and Conditions including any disclaimers and limitations is found to be unlawful or unenforceable then such provisions shall fall away and shall not affect the validity and enforceability of the remaining terms. This does not affect your statutory rights.
Our Right to Cancel
10.1. We may refuse, withdraw or cancel your Travel Money order at any time for any reason, including: (i) if we reasonably suspect that your Travel Money order has been placed for speculative gain, investment or business purposes; or (ii) if there have been significant fluctuations in the exchange rate market following the placing of your Travel Money order.
10.2. If we do cancel your order in accordance with clause 10.1 above then we will notify you of this as soon as possible and provide you with a refund for any Travel Money that you paid for but did not receive.
11.1. Alteration of Terms. We may, at any time, with immediate effect, in respect of future orders, change, suspend or withdraw the Website, the Service and these Online Terms and Conditions without notice and without liability to you. If we revise these terms, we will post the revised version on the Website. You are expected to check our Online Terms and Conditions from time to time to take notice of any changes we make, as they are binding on you. By using the Website or the Service or by placing orders after we have changed these terms, you will be accepting the changes.
11.2We are not responsible for delays outside our control. If our supply of the Services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Services you have paid for but not received.
11.3. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
11.4. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
11.5. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
11.6. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
11.7. Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in respect of the Service in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Service in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Service in either the Northern Irish or the English courts.
11.8. Alternative dispute resolution if you are a consumer. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. As an online customer you have the right to raise any unresolved complaints via the EU Commission’s Online Dispute Resolution platform, an alternative dispute resolution body will be appointed to deal with your complaint, please use the following link: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN.
11.9. How we will use your personal information. We will use the personal information you provide to us: (a) to supply the Travel Money to you; (b) to process your payment for the Travel Money; and (c) if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us. We will only give your personal information to other third parties where the law either requires or allows us to do so.
12.1. Who can collect Avios on Travel Money? Members of the Avios Travel Rewards Programme, British Airways Executive Club and Iberia Plus can now collect Avios on Travel Money ordered via the Travelex website.
12.2. How do I collect Avios? To collect Avios either, An Avios Travel Rewards Programme, British Airways Executive Club or Iberia Plus membership number must be added at the time of the order to collect Avios.
12.3. How many Avios will I collect? You will collect 1 Avios for each £1 that you spend on the Website in respect of the Travel Money you have purchased, if your total order value is above £300 (three hundred pounds). You will collect 1 Avios for every £2 that you spend on the Website in respect of the Travel Money you have purchased, if your total order value is under £300 (three hundred pounds). Additional, bonus Avios might apply during promotions.
12.4. How quick will Avios be awarded? Avios will be awarded to your account within 14 days of selected fulfilment date and they will only be awarded if the order is fulfilled.
12.5. Cancelled orders and retrospective claims. Any cancelled orders will not qualify for Avios and retrospective claims are not permitted.
12.6. What do I do if my Avios are missing? For missing Avios please email firstname.lastname@example.org or call 0845 8727 627* or 0345 872 7627 (* calls to this number at 2 pence per minute (the service charge) plus your network providers access)
12.7. Make sure your ‘Last name’ is correct. To prevent issues with your Avios being awarded please make sure the ‘Last name’ provided is consistent with both the ‘Last name’ on your Avios Travel Rewards Programme account, British Airways Executive Club account or Iberia Plus account and on your payment card provided. If these details are different please get in touch with the Avios Travel Rewards Programme, British Airways Executive Club or Iberia Plus to update.
12.8. Issuing and redemption of Avios. Avios are issued and redeemed is accordance with Avios Terms and Conditions. For more information on Avios please see Avios terms and conditions: https://www.avios.com/gb/en_gb/about-us/terms-and-conditions