PRIOR INFORMATION AND GENERAL CONDITIONS APPLICABLE TO PAYMENT ORDERS 

PRIOR. RIA legal regime 

Ria Payment Institution E.P., S.A.U. (hereinafter, RIA), with CIF A-80696792, and registered office at C/ Cantabria 2, 2º A-1, CP 28108 Alcobendas, Madrid. Authorized by the Ministry of Economy and Finance on July 28, 2011 as a Payment Institution, registered in the Special Registry of Institutions of the Bank of Spain under number 6842 (such information can be accessed at the Bank of Spain's website – www.bde.es). 

These General Conditions are intended to establish the essential rights and obligations between RIA and its Clients (as defined below) in the provision of the payment services described below. These services are regulated by various regulations, especially by Royal Decree-Law 19/2018, of November 23, on payment services and other urgent measures in financial matters (hereinafter “RDL 19/2018”). These General Conditions do not have the status of a framework contract, so each Payment Order provided by RIA according to the following scope of application will be understood as a single Payment Order (hereinafter in the plural or singular, indistinctly the “Single Payment Service Orders”, or the “Orders”) and will be governed by these General Conditions. , in order that payment operations can be carried out, signing, where appropriate, the individual contracts that are necessary for the establishment of the specific conditions applicable to the specific payment service in question (hereinafter, the "Orders of Individual Payment Service"). RIA can be contacted by postal mail at the corporate address, as well as by telephone (0034917613760) or by email at TitularServicioCliente@riafinancial.com. 

FIRST. Definitions 

The following terms to be used in these General Conditions Applicable to Payment Orders: 

"Client", "Clients": those beneficiaries or originators who meet the criteria of this paragraph to the extent that they are the subject of a Payment Order in which RIA provides the service directly to them, specifying in each case of Client between payer and payee as the case may be. 

"Consumer": means a natural person who, for the purposes of payment services contracts, acts for purposes outside his economic, commercial or professional activity within the meaning of RDL 19/2018. 

“Non-Consumer”: a non-consumer means a natural or legal person who, in payment service contracts, acts in the development of their economic, commercial or professional activity, according to RDL 19/2018. 

"Beneficiary": means the person designated to receive funds from a payer, whether or not he/she is the person to whom RIA provides the payment service directly as a Client. 

"Originator" or "Originating Person": is defined as the person who instructs a Payment Order to be paid to a Beneficiary regardless of whether he/she is the person who holds the status of Client with respect to RIA. 

"Payment Order", "Order", "Transaction" or "Payment Transaction" shall mean those transactions initiated by the Originator or the Beneficiary to allow the transfer or withdrawal of funds, as the case may be, regardless of the obligations existing between them.  The use of the term defined herein shall be understood as a Singular Payment Services Order as set forth in the second paragraph of the first condition. 

"Money remittance": those payment services that allow receiving funds from an Originator without creating a payment account on behalf of the Beneficiary or for the sole purpose of transferring the equivalent amount to the Beneficiary or to another payment service provider acting on behalf of the Beneficiary. 

"Business Day": means a day on which the relevant payment service provider of the Originator or the payment service provider of the Beneficiary involved in the execution of a Payment Order is open for business as required for the execution of a Payment Order. 

SECOND. Scope of application 

These general conditions apply to the following transactions and payment services provided in Spanish territory: 

Sending money. 

THIRD. Customer's way of acting 

When contracting any product or service associated with payment transactions, it shall be agreed whether the customer acts as a Consumer or Non-Consumer in the terms in which both concepts are defined in RDL 19/2018 or in the legislation applicable to Services that may replace RDL 19/2018. 

FOURTH. Information obligations prior to the issuance of the payment order 

The information that the Ordering Client or Beneficiary must provide to RIA shall be as follows: 

Data relative to the Ordering Client: 

Individuals: Full name, last name, identification number valid and in force at the time of the Transaction (residence card, ID card, passport or valid and in force identification document from the country of origin including photograph and signature), nationality, profession, date of birth, valid mailing address, email, IBAN, telephone number and concept for which the Payment Order is requested. 

Legal entities: Deed of incorporation, Articles of Association, Certification of the Commercial Registry, CIF, document of registration in the treasury; notwithstanding that the above may also be requested. At the opening of the relationship with the first Transaction, information on the shareholding and control structure of the company will be requested, and RIA may request information and documentation proving that such structure is maintained at the time the Services are performed. 

In the event that the Customer acts through a proxy or representative, a copy of the original identification document of the Customer, the original identification document of the representative and a document submitted to the public attesting to the current power of attorney of the representative must be presented. 

The Client undertakes to verify the correctness, veracity and integrity of the data relating to the payments ordered to RIA in execution of any of the Services described in Condition Two, especially with regard to the Beneficiary's identification data and the economic terms of the single payment service order; RIA will assign a unique number or Unique Identifier to the order for future tracking. Such Single Payment Service Order constitutes, for the purposes of RDL 19/2018, the "Single Contract" that will govern such Payment Order. In the event that the Ordering Client does not provide all the data required at the time of placing a Payment Order, or such data is not accurate, the Order may not be carried out or may be executed incorrectly, for which he/she shall be directly responsible for all purposes. The Customer shall provide all Beneficiary data required at the time of placing each Order, including but not limited to first name, last name, telephone number, method of receipt of funds on the Payment Order, etc.  For clarification purposes, the Ordering Party shall not be liable for any incorrect data that occurs through the sole fault of RIA. 

When a Payment Order is executed in accordance with the instructions received from the Client and included in the Singular Payment Service Order, it will be considered correctly executed in relation to the specified Beneficiary. Therefore, in the event that any of the data provided by the Client is incorrect, RIA will not be responsible for the non-execution or defective execution of the Payment Order. 

In accordance with applicable law, RIA will store copies of Customer identification documents on an optical, magnetic or electronic support that guarantees their integrity, the correct reading of the data, the impossibility of manipulation and their adequate conservation and localization. 

When the amount of the Payment Order exceeds 3,005.60 euros, or the amount that RIA deems appropriate, its disbursement by the Ordering Customer must necessarily be made through payment transactions to bank accounts owned by RIA. Ria may limit the maximum amount to be sent in an order for legal reasons or regulatory compliance considerations. 

Furthermore, additional measures of identification and knowledge of the Client will be adopted in Orders whose amount, either in singular or accumulated in each calendar quarter, exceeds that stipulated in the domestic legislation or that which RIA deems appropriate according to its compliance practices. Likewise, RIA may at any time request the Client to verify the origin of the funds of the Order, proof of activity or the veracity of the documentation provided by the Client in such situations. 

Upon completion of the Payment Order setup and disbursement by Customer, the RIA employee or representative will provide a unique identifier number for each Payment Order, as well as a PIN number. Both numbers allow the collection of the Order, so they must not be provided to any third party other than the Beneficiary or when required by a person who is reliably known to be an employee of RIA.  Due to the nature of the service and its network of correspondents, some orders cannot be modified once they have been set up, so Clients should ensure the suitability in the selection of the means of payment, the currency in which they will make disbursements, the correspondent that will be executing the Payment Order, the mode of receipt of funds by the Beneficiary, etc. 

For the collection of a Payment Order by a Beneficiary Client, he/she must provide all the required data, providing a valid identification document in Spain that is in force. RIA may refuse to collect on any Order for any discrepancy between the documentation by which it purports to identify itself and that recorded on the Payment Order.  

FIFTH.  Applicable fees and commissions 

RIA will advise prior to completing the Order of those fees applicable to the service as well as expenses for the Client to reasonably decide prior to the commencement of the service, including the funds and currency to be received by the Beneficiary, including the full cost of the payment Order (which will include the exchange rate for those Orders where a currency conversion is necessary). In all provision of payment services, the Client, whether acting as Originator or as Beneficiary, must pay RIA the chargeable expenses and commissions that result from application to the Order in question in accordance with the settlement that is made in the Singular Payment Services Orders, including any costs incurred by RIA as a result of erroneous or false data causing damage to RIA. 

The Beneficiary of a Payment Order shall be paid the net amount stated in the single Payment Order delivered to the Customer, after deduction, if applicable, of all charges and taxes applicable to the Payment Order in the country where the Payment Order is to be disbursed. 

The expenses and commissions accrued in favor of the payment service provider of the Order Beneficiary will be borne by the Beneficiary, so that the Beneficiary will have to bear only those expenses that are required, where appropriate, by its service payer at destination. During the setup of a Payment Order, each Client should be aware that a change in the Order instructions may change the charges, applicable fees or the exchange rate when the payment service involves a currency exchange transaction. 

For Payment Orders where the Client is the Beneficiary, RIA may deduct its expenses from the amount transferred before paying the Client, except for Payment Orders initiated through RIA itself, in which case the full amount of the Payment Order will be paid to the Client, without any deduction. 

Depending on each non-RIA third party payment service provider, if a Payment Order has not been fully executed, it will be automatically canceled after 18 to 30 days. In the event that three (3) months have elapsed since receipt of funds from Payment Orders without being able to execute the Payment Order or return the funds to the Originator, RIA may charge a monthly fee against such funds as a balance handling fee for the reasonable costs incurred by RIA in connection with RIA's efforts to reimburse the Originator for the outstanding funds and the handling of the funds while in RIA's possession. The maximum fees applicable by RIA for costs incurred by RIA, as provided herein, are set forth in the fee schedule at the end of these Terms and Conditions. 

Information regarding the terms and conditions applicable to the services and Payment Orders is provided free of charge to the Account Holder or Ordering Party. However, RIA may pass on to the holder the costs incurred by the revocation of payment orders, those arising from a Payment Order with incorrect data and those arising from the recovery of funds for payment transactions with incorrect Beneficiary identifier. 

The exchange rates applicable, if any, to the currency conversion implicit in the Single Payment Order shall be available to the Customer prior to confirming its willingness to place the Order, and shall be accepted by the Customer with the signature of the Single Payment Service Order. Due to the variable nature of the foreign exchange markets, such data may fluctuate. Likewise, the exchange rates and price of the service vary depending on the establishment and method chosen to provide the payment service. Exchange rates are available in any event both on the RIA website described below and at each location where RIA provides the Services. 

If at any time you have selected to have your receipt sent by email, you may choose to change this option to receive your paper receipt at the time you submit an Individual Payment Order. 

SIXTH.  Consent, irrevocability and cancellation of payment operations. 

For the provision of Payment Services, including the provision of Payment Services, the Client, either as Originator or as Beneficiary, shall pay RIA the fees and commissions applicable to the Payment Order in question in accordance with the settlement made in the Individual Payment Order. 

The Beneficiary of a Payment Order will receive the total amount recorded in the Individual Payment Order delivered to the Originator, it being understood that the Beneficiary accepts that RIA, in its capacity as payment service provider, deducts its expenses from the amount transferred before paying it. 

Consent: 

The Ordering Client's consent to the execution of a Payment Order is provided by signing the corresponding Single Payment Service Order. The Client will be shown the different data before validating the Order. 

RIA is not responsible for the loss or misuse that the Customer may make of the document evidencing the Single Payment Service Order provided by the former. 

Irrevocability: 

In general, the Customer may not revoke a Payment Order after it has been received by RIA and sent to the Beneficiary's payment service provider, although depending on the third party service provider and provided that the order has not been received by the latter, it may be canceled within the first five minutes. Likewise, due to the heterogeneity of the correspondent network, in some cases, some orders once placed may not be modified or their modification may entail additional costs. 

The Ordering Party may not revoke a payment transaction order once the RIA has received its individual payment order signed by the Originator. 

Order cancellation: 

The Customer may withdraw consent at any time prior to the revocability dates above.  RIA may charge fees for the revocation of the Customer's consent, as agreed in the order, if any, in individual contracts. If you wish to withdraw your consent, you should contact the Customer Service Department through the means of contact in Condition Eleven. 

Payment Orders may not be executed if the Ordering Client or Beneficiary is unable or refuses to provide the documentation required by RIA at its discretion or when required by RIA's internal control procedures or in compliance with applicable regulations. 

If a Payment Order is canceled, RIA will refund the money to the Customer through the Agent, through RIA's own store or by deposit to the Customer's bank account in accordance with the procedure determined by RIA from time to time. 

SEVENTH.  Execution of Payment Orders 

7.1.  Receipt of payment orders 

The time of receipt of a Payment Order shall be the time when it is received by the Ordering Party's service provider. If the time of receipt is not a Business Day for RIA, when RIA acts as the payment service provider of the Beneficiary Client, the Order shall be deemed received on the next Business Day. 

RIA reserves the right to refuse to execute a Payment Order if, prior to the execution of a Payment Order, the Originator does not have sufficient funds for execution or by means of a payment card or in the case of fraud or threats to security or to applicable laws real or suspicious. In the event that RIA refuses to execute a Payment Order, it will notify the Client of such refusal, the reasons for this and the procedure for rectifying any factual errors that have motivated it, unless another rule prohibits such notification. 

Payment Orders whose execution has been rejected shall not be deemed to have been received for the purposes of section 7.2. Payment Orders initiated on paper shall be deemed to have been received on the Business Day following receipt of the Individual Payment Order signed by the Originator. 

7.2.  Execution deadline and value date 

a) Scope of application. It is expressly agreed that the provisions relating to the execution period and value date will only apply to Payment Orders made in euros or that involve a single currency conversion between the euro and the currency of a member State of the European Economic Area, provided that the currency conversion required for the Payment Order is carried out in the member State outside the euro area in question and, in the case of cross-border payment orders, that the cross-border transfer is made in euros. 

b) Payment orders in which the Client is the Originator. In relation to Payment Orders in which the Client acts as Originator, RIA will ensure that the amount of the Order is credited to the account of the Beneficiary's payment service provider no later than the end of the Business Day following the time of receipt of the Payment Order. These deadlines may be extended in the event that RIA or the Beneficiary's payment service provider does not have a Business Day or for justified reasons described in these Terms. These conditions will be extended for one Business Day in the case of Payment Orders processed on paper. 

c) Payment orders in which the Client is the Beneficiary. In the case of Payment Orders in which the Client is the Beneficiary, RIA will pay the amount of the Order with a maximum value date of the next Business Day in which the funds have been received by RIA from the Originator's payment service provider. 

Payment Orders where one of the payment service providers is located outside the European Union are not subject to the execution time and value date provisions herein. For these cases, the execution times will depend on the payment service provider of the beneficiary, with RIA, as the sole payment service provider of the originator, committing itself to a maximum of three business days from the business day following receipt of the order. 

Payment transactions involving a payment service provider located outside the EEA or executed in a currency other than that of an EEA Member State are not subject to the above provisions regarding execution date and value date, unless otherwise provided herein. In these cases, the execution times will depend on the Beneficiary's payment service provider, and RIA undertakes to carry out the transaction (solely as payment service provider of the Ordering Party) within a maximum of three Business Days from the Business Day following receipt of the payment transaction order. 

7.3.  Safety measures 

If funds received from Customers or received through another payment service provider to be paid to the Customer by RIA are in the possession of RIA at the end of the Business Day following the day they were received, they will be deposited in a separate account with a credit institution or will be invested in safe, liquid and low-risk assets as established by regulations. 

7.4.  Staged Sending Service 

RIA may make the Staged Sending Service available to those Originators who wish to use such service. Through this service, Originators can use the RIA app (available for iOS and Android) to execute Payment Transactions where the transaction is set up and subsequently, once the Payment Transaction is set up, paid via cash or bank card on the same business day to an RIA agent that has the Staged Sending Service available. 

In order to use the Staged Sending Service, the Ordering Party must, after downloading the RIA application, register with RIA by providing the personal information required by RIA at all times. Such information may include, but is not limited to, the Ordering Party's first and last name, e-mail address, nationality of the Ordering Party, date of birth, profession, recommendation code or telephone number. Likewise, to initiate the setup of any Staged Sending Service Payment Transaction through the RIA application, it will be necessary to provide all the required data of the Individual Payment Order as well as of those Beneficiaries to whom you wish to send Money, including, among others, the country to which the Funds will be sent, the Beneficiary's data (name, surname, nationality and/or identification document, etc. ), the amount to be sent (in Euros), the amount to be received by the Beneficiary (in the designated local currency), the form of receipt by the Beneficiary (which shall include those entities that can execute the payment to the designated Beneficiary in the country where the Beneficiary receives the funds) or the form of payment of the Payment Transaction by the Originator. The Ordering Party may cancel the Individual Payment Order during its configuration. Based on the information provided during the setup of an Individual Payment Order, RIA will indicate to the Ordering Party the cost of the Payment Transaction before the Ordering Party proceeds with the validation of the Payment Transaction. 

During the registration process in the RIA application and the configuration of any Individual Payment Order, RIA may require the Originator to verify the mobile device from which he/she is operating, by sending an SMS to the cell phone provided for insertion in the corresponding boxes provided by RIA within the RIA application. In any case, before executing any Payment Transaction, the Originator must accept the privacy policy and the Terms and Conditions. RIA will save by default those Beneficiaries included by the Originator. Once the Payment Transaction has been configured and validated by RIA and the Originator, the latter will receive a barcode identifying the newly configured Individual Payment Order. Subsequently, the Originator will be able to access the list of RIA agents in the application where he/she will be able to disburse the funds of the Payment Transaction. In either case, RIA will indicate to the Ordering Party the amount to be paid in the local currency and the amount to be received by the Beneficiary at destination, breaking down in the first case the costs of the Payment Transaction that RIA will be charged to the Originator. To execute the Payment Transaction, the Originator must go to an authorized RIA point of its agent network that provides the Staged Sending Service, show the barcode of the Individual Payment Order and its valid and in force identification document in accordance with the applicable regulations at all times. Once the RIA agent validates all this information, the agent will confirm to the Originator that he/she can proceed with the payment of the Payment Transaction. Once paid, the Originator will receive a receipt of the Payment Transaction from the agent or will receive the receipt through the RIA application. In those cases where the agent so requests, the Originator must proceed to sign the receipt of the Individual Payment Order. In those cases where RIA provides an electronic receipt, the Originator will not be required to sign a receipt and will only receive a cash receipt from RIA's agent and the Originator will need to access the RIA application if he/she wishes to access the Individual Payment Order receipt. All Staged Sending Service Payment Transactions, once validated and consent has been granted through the RIA application, must be paid on the same Business Day before 11:59 pm. In the event that the Payment Transaction is not paid by the Originator, the Individual Payment Order will be automatically canceled. RIA recommends that Originators check the agent's opening hours before visiting the agent. 

EIGHTH.  Payment orders incorporating currency conversion 

Exchange rates that apply to Payment Orders involving an implied currency exchange transaction are available from RIA's stores or agents. In addition to these, tables of fees and commissions may be requested wherever RIA's Money Transfer service is provided in person and can be downloaded from RIA's money transfer system (FxOnline). In addition, Ria's web site is available at www.riamoneytransfer.com where Clients can easily and visibly access a price calculator showing both the updated exchange rate applicable to Shipping Orders via the web and depending on the country, the quantity sent, delivery method at destination, as well as all its costs. In any case, the search will result in the best exchange rate among those offered by the correspondents of the place of payment. 

The applicable exchange rates may be different depending on the place where the service is provided.  By the very nature of currency markets, they change several times during the course of a single day. Changes in exchange rates will be applied immediately and without prior notice, based on changes in the reference exchange rates. Changes in the exchange rates used in Payment Orders shall be applied and calculated in a neutral and non-discriminatory manner with respect to Payment Service Users. Notwithstanding the foregoing, it should be noted that depending on each Order and the channel or mode through which it is configured, it may have a different exchange rate at any given time. 

Payment of the amount to the beneficiary of the payment transaction ordered by the originator shall be made in the currency and by the method of payment available through the RIA (e.g. in cash or by crediting the beneficiary's bank account) as agreed between the RIA and the payer.  If the Beneficiary agrees with his or her service provider to convert the payment amount to a different currency or change the payment method, that transaction will be separate from the payment transaction sent by RIA, and only between the Beneficiary and his or her service provider. 

In any case, the exchange rate will be communicated to the Client prior to the issuance of the Payment Order, and the Client must give their consent during the configuration of the Order so that they can decide freely. Likewise, it shall be included in the singular Payment Order which will include the settlement of the payment, which he/she must sign. 

Transactions involving the purchase and sale of foreign currency and the purchase of traveler's cheques that individually or partially exceed the limits established by the regulations in force at any given time, will require the prior provision by the client of documentation relating to their permanent or temporary place of residence in Spain. When the identification document shows a foreign address, as well as proof of activity and origin of funds, together with the signed regulatory form to be submitted to RIA duly completed. 

In any case, RIA reserves the right not to accept a Customer Order when, according to its internal regulatory controls, additional checks are required and prevent the immediate execution of the same. 

NINTH.  Unauthorized or improperly executed payment orders 

When the Customer becomes aware that a Payment Order has been placed with RIA through any unauthorized or incorrectly executed channel, the Customer shall immediately, without undue delay, notify RIA of such circumstance by contacting RIA CUSTOMER SERVICE for rectification through the customer service department whose contact details are set out below. Customer may be asked to provide information relating to the Payment Order and/or any other information determined by RIA for identification purposes. 

Except in cases where RIA has not provided the Customer with or made accessible to the User the information corresponding to the Payment Order, the communication referred to in the preceding paragraph must be made within a maximum period of thirteen months from the date of debit, as the case may be, of the amount of the Order. 

When RIA acts as the payment service provider of the Ordering Party: 

In the event of an unauthorized Payment Order, RIA will immediately reimburse the Originator for the amount of the unauthorized Payment Order and, in any event, no later than the end of the next Business Day, after it has taken note of the Order or been notified of it, except where RIA has reasonable grounds to suspect that fraud has occurred and communicates such reasons in writing to the competent national authority. 

In case of defective execution of the Payment Order for which RIA is responsible, RIA shall immediately reimburse the Ordering Party for the amount of the defective Payment Order. 

Where RIA acts as the Beneficiary's payment service provider and in the event of defective execution of the Payment Order for which RIA is responsible, RIA shall immediately make available to the Beneficiary the amount of the defective Payment Order. 

TENTH - Data protection 

For the purposes of this Article, "Controller", "Personal Data", "Processing" and "Data Subject" shall have the meanings ascribed to them in the EU General Data Protection Regulation (GDPR) (2016/679) and the data protection laws and requirements that apply to the parties in the different EU Member States in relation to these Terms and Conditions ("Applicable Data Protection Laws"). 

RIA acts as the controller of the personal data it processes in the context of the services provided under these Terms and Conditions. 

For information about how RIA may process Customer's personal data, the types of personal data RIA may collect, how RIA uses, shares, and protects this personal data, Customer's data protection rights, and how to contact RIA about its privacy practices, please see our Privacy Notice at www.riamoneytransfer.com. 

The Client acknowledges and agrees that certain Personal Data relating to the Client's staff may be disclosed, transferred or stored by RIA, its group companies or third parties if such disclosure, transfer or storage is reasonably necessary or desirable for the purpose of entering into or performing obligations under these Terms and Conditions. Customer Personal Data may be transferred outside the European Economic Area to countries where the laws may not provide the same level of data protection as the country in which the Personal Data was initially collected. In that case, RIA implements the necessary mechanisms to ensure that the Personal Data transferred receives adequate levels of protection in accordance with applicable law. 

Notwithstanding the foregoing, RIA will keep all information related to Payment Orders and other Customer Orders confidential without such information being disclosed to third parties unless it is necessary to perform the payment services established in these Terms, or if applicable laws and regulations allow such information to be disclosed to third parties, including, without limitation, to government agencies or within the framework of compliance with the obligations established in the laws for the prevention of money laundering money and the financing of terrorism. This provision shall apply without prejudice to the provisions of the applicable regulations on the protection of personal data. 

ELEVENTH.  Applicable legislation 

The legal relationships detailed in these General Terms and Conditions are governed by their own clauses and the singular agreements reflected in the Singular Payment Services Orders and, as not provided for therein, by RDL 19/2018, and the current implementing regulations on payment services. 

TWELFTH - Complaints and Grievances 

RIA CUSTOMER SERVICE: 
C/ Cantabria 2, 
2º A-1, 28108 Alcobendas, Madrid, Spain. 
Tel.: +34 917613760 
Email: TitularServicioCliente@riafinancial.com 

Clients must present their complaints and claims, in writing (i) personally at any of the offices of RIA PAYMENT INSTITUTION, EP, SA.U; (ii) by postal mail to the attention of the Customer Service Owner of RIA PAYMENT INSTITUTION, EP, SAU, Calle Cantabria 2 – 2º, A - 1, Alcobendas 28108; (iii) by fax to the Customer Service Owner of RIA PAYMENT INSTITUTION, EP, SAU, number 914679760; (iv) or by email to TitularServicioCliente@riafinancial.com. 

The Customer Service will resolve complaints and claims submitted within a maximum period of fifteen Business Days from their submission. In addition, this department will assist the Client in all matters related to an Order processed through RIA. 

In exceptional situations, if a response cannot be provided within fifteen Business Days for reasons beyond the control of the Payment Service Provider, the Payment Service Provider will send an interim response, clearly stating the reasons for the delay in responding to the complaint and specifying the deadline by which the User will receive the final response. In any event, the deadline for receipt of the final response shall not exceed two months. 

In the event that the complaint filed with the Head of the Customer Service Department of the company is rejected or if the two-month period for resolving the complaint has elapsed without the Customer Service Department having replied, the customer may file a complaint with the Commissioner for the Defense of Banking Services Customers (through the Complaints Service of the Bank of Spain attached to it), at the following address: Bank of Spain, Complaints Service, C/ Alcalá 48, 28014 Madrid; or through the Virtual Office of the Bank of Spain. Tel. 91 338 883

MAXIMUM RATES OF RIA PAYMENT INSTITUTION E.P., S.A.U.

The present commission rates of Ria Payment Institution E.P., S.A.U. (hereinafter, RIA) are not subject to any type of review by the Bank of Spain, are MAXIMUM and apply to all customers, both consumers and non-consumers, and RIA reserves the right to apply lower rates to its customers for any of the items mentioned. 

 Maximum RIA commission rates applicable to money remittance orders 

1. ADDITIONAL SERVICES 

Cancellation, modification or return of shipments (Note 1) 

Commission: Reasonable expenses arising for RIA will be passed on to the corresponding Client. 

Sending money with insufficient or incorrect data (Note 2) 

Commission: Reasonable expenses incurred by RIA will be passed on to the Client concerned. 

Balance management (Note 3) 

Commission: Max 5.00 €/month 

Note 1. Cancellation, modification or return of Payment Orders 

RIA will take the necessary steps to execute a payment order issued by the Originator in order to cancel, modify or attempt to withdraw a Payment Order. 

In the event that the actions carried out involve costs to be borne by third parties, such costs being reasonable, they shall be passed on to the respective Client, even in the event that such actions were unsuccessful for reasons not attributable to RIA. 

Note 2. Payment orders with incomplete or incorrect data 

The omission of any of the data necessary for the execution of a Payment Order shall not entail the charging of an additional fee to the respective Client of the same, although RIA shall pass on to the respective Client the reasonable costs incurred by RIA for the efforts made (despite being unsuccessful for reasons not attributable to RIA) to (i) obtain the data necessary for the execution of the Payment Order as set forth in these Terms and Conditions, above, or (ii) recover funds from third parties where the Payment Order has been executed but not paid to the Beneficiary due to incorrect or incomplete data or (iii) return funds to the Originator of a Payment Order that has not been executed due to incorrect or incomplete data. 

Note 3. Balance management 

In the event that funds received from Originators are in the possession of RIA at the end of the Business Day following the day on which they were received, such funds shall be deposited in a separate account at a credit institution or invested in safe, liquid and low-risk assets as provided by applicable laws and regulations. After a period of three (3) months from receipt of the funds without the Payment Order having been paid to the Beneficiary and the funds having been returned to the Originator for reasons beyond RIA's control, RIA may charge a monthly fee to such funds in order to compensate RIA for reasonable costs incurred in connection with RIA's efforts to reimburse the Originator for the outstanding funds and RIA's handling of the funds while in RIA's possession.