Terms and Conditions for in-person customers (29/10/2024 v.4)

Thank you for using our service!

Please read these terms and conditions carefully because they describe what you are agreeing to when you use our service. They are also useful to help you understand the services we are providing. This includes what happens if things go wrong.

When you use our remittance service, you are entering into an agreement. This is between you- the person contracting our service- and us - Ria Financial Services Limited (“RIA”), with company registration number 4263192, and registered address at Part 7th Floor, North Block, 55 Baker Street, London, W1U 7EU.

We act as the agent of Euronet Payment Services Limited (“EPS”) with company registration number 6975932, and registered address at Part 7th Floor, North Block, 55 Baker Street, London, W1U 7EU. EPS is authorised by the Financial Conduct Authority (the “FCA”) in the UK under the Payment Services Regulations and is recorded on the FCA financial services register under register number 504630.

Contacting us

There are several ways to contact us – you will find them below:

1. Call us on 0207 467 2539
2. Visit our website Ria Help Centre (riamoneytransfer.com) and chat with us.
3. Write to us at: Part 7th Floor, North Block, 55 Baker Street, London, W1U 7EU

1.     Our Service

We will provide you with our money transfer service (the “Service”) through our network of authorised representatives (the “Correspondents”) to transfer funds (the “Transfer”) to your chosen recipient (the “Beneficiary”).  You must inform your Beneficiary about the Transfer, and the relevant details included in the Transfer receipt given to you by the clerk (the “Order”).

2.     Charges

The charges and fees you have agreed to pay in relation to the Transfer are set out in the Order. Please note that sometimes, your Beneficiary’s receiving bank may impose fees on the Transfer which are out of our control. You, or your beneficiary are responsible for any such fees.

You can pay for the Order with any credit or debit card issued in the UK. Your method of payment must have sufficient funds or credit available, so that we can receive such funds to proceed with the Transfer. Please be aware that we do not provide credit and are not able to advance any funds to cover any part of a Transfer.

Your card issuer and/or your bank or credit institution will also have terms and conditions that apply to your use of your credit/debit card or bank account. These may include their own fees and charges. Please also note that additional provisions may be imposed by your card issuer and/or your bank or credit institution when paying for our Services by card.

3.     The information we need

To make a Transfer, you must give us the information we need, which will be included in the Order. You must check the payment details carefully to make sure you are making the Transfer to the right person and for the correct amount. If you go ahead, we will assume that the information you provided us is correct.

Please note that if you do not provide full and accurate information, RIA may not be able to complete the Transfer to the Beneficiary. If we refuse a Transfer, we will tell you about the refusal and if possible, the reasons for the refusal.

4.     Transfer Payment

We normally pay the Transfer to the Beneficiary in cash. However, if available, you can choose a different payment method, for example we may pay the Transfer to the Beneficiary’s bank account or digital wallet (an “Account”).

If we have all the information we need from you, the Transfer will be sent to the Correspondent you chose for your Beneficiary the same day we received your instructions. The Transfer will be available for collection by the Beneficiary during the operating hours of the Correspondent’s location where you instructed us to send the funds.

You can contact us to check the address and operating hours of Correspondents and approved payment locations (“Payment Locations”) or, you can use the interactive map available at https://www.riamoneytransfer.com/locations.

Our working days are Monday to Friday excluding public holidays (“Business Days”).

Please note that Transfers may be subject to delay due to availability of funds at the relevant Payment Location by conditions in the Beneficiary’s destination country or regulatory requirements. We are unable to assure you when the Transfer will be available for collection by the Beneficiary.

If you have requested us to deliver the funds to an Account, we cannot assure you when the bank maintaining the Account will credit the Transfer funds.

Please remember that a Transfer does not constitute a deposit or electronic money. Neither you nor the Beneficiary holds a payment account with us.

We can refuse to perform a Transfer at any time for any reason. If we refuse to perform a Transfer, unless it is unlawful to do so, we will tell you and if possible, give you the reasons for our refusal. If the refusal is due to any factual errors, we will tell you what these are and how to correct them. We will have no liability to you for a failure to perform or incorrect performance of a Transfer if the reason for this was our refusal to proceed with that Transfer or any part of it.

Our total liability to you regarding a Transfer is limited to the full amount of the Transfer and any charges which you have paid and any interest which you may be required to pay as a result of any non-performance or incorrect performance by us of the Transfer.

5.     Identification

When you contract our Services, we need to check we are dealing with the person you say you are. For this reason, we ask for a photo ID. From time to time, we may require you to provide updated and/or further documentation and/or information to use our Services and enable us to complete our anti-money laundering and compliance processes. If you do not comply with this requirement, we can refuse to provide the Service. 

6.     Foreign Exchange

If your Transfer is to be paid to your Beneficiary in any currency other than GBP, we will apply a currency exchange rate (the “Exchange Rate”) to convert the Transfer funds into the currency payable to your Beneficiary, as set out in the Order. 

We may retain any amounts resulting from the difference between the Exchange Rate applied to you and the exchange rate received by us. Any monies arising in this way represents a business profit that belongs and will be kept by us or our Correspondents. Any Exchange Rate revenue will be in addition to the fees for transferring your funds.

If the Beneficiary requests to receive the Transfer funds in a different currency to the one stated on the Order, an additional fee may be charged. This exchange is a separate transaction between the Beneficiary and the Correspondent and does not form part of the Service or your agreement with us.

7.     Refund/cancellation of a Transfer

To cancel a Transfer, you must contact us or the Correspondent where you placed the Transfer in person and provide the original copy of the valid Order, together with a photo ID. Unless we have already paid the Transfer to the Beneficiary, or we are prevented by law, we will refund to you, both the Transfer and the fee for the Transfer, within 15 Business Days of your request, less any applicable fees or service charges related to the cancellation. Refunds will be issued in the same manner as you paid for the Transfer, in cash if you paid by cash, or to the debit or credit card you used.

If the Transfer was already paid to the Beneficiary, we cannot cancel the Transfer and refund the funds to you.

If after 30 days of making the Transfer, the Beneficiary fails to collect the funds, we will automatically cancel the Transfer and advise you of this. We will hold the funds of the Transfer in trust until you collect them except for any regulatory or legal reasons.

8.     Transfers and the payment services regulations

This clause explains certain important rights and obligations, including our liability to you under the Payment Services Regulations 2017 (the “Regulations”). These Regulations govern all transfers we process at our RIA locations in the United Kingdom.

We may be liable to you under the Regulations where we fail to perform or incorrectly perform any Transfer that you authorised us to perform or for any unauthorised Transfer.

If you believe we may have failed to perform or incorrectly performed any Transfer, or you did not authorise a Transfer, you should let us know as soon as possible. We will start to investigate the matter and let you know the outcome of our investigation.

If we have failed to perform or incorrectly performed such a Transfer, we will make good and correct the error and deliver the amount of the unperformed or incorrectly performed Transfer.

If something goes wrong, you must inform us no later than 13 months after the Transfer date or becoming aware of any unauthorised or incorrectly executed Transfer. If you inform us about the error after this period has expired, we may investigate it, but we don’t have to.

If you give us wrong instructions or tell us to make the same Transfer more than once by accident, you are responsible. We’ll try to help you get the money back. We may not always be able to do this, and we may charge a fee for tracing, recalling or cancelling a Transfer.

9.      Safeguarding

Once we have received funds for a Transfer under the Regulations (the “Relevant Funds”), we will safeguard the Relevant Funds by ensuring that they are covered by a comparable guarantee given by an authorised insurer or an authorised credit institution. Relevant Funds will be safeguarded for as long as they are held by us and at a minimum until funds are transferred to the Beneficiary’s payment service provider.

Please note that Relevant Funds are not protected by the Financial Services Compensation Scheme like when holding a deposit or any kind of balance in an account with a financial institution in the United Kingdom. For your information, we do not hold funds in an account or accept deposits but instead perform the service of transferring funds to your designated beneficiary without opening an underlying account for you.

10. Your information

We need to use the information you provide us (for example, your name, address, e-mail address, telephone number, occupation, date of birth, details of the Transfer (including the purpose) and Beneficiary) to provide you with the Service, for our internal research and customer analysis and for our legal, compliance and/or regulatory requirements.

This may include compliance transaction analysis and monitoring, where we hold and use that information to review Transfers which are placed "on hold" when certain transaction criteria are triggered. This information may be passed to and reviewed by a third party because of those filters being triggered.

We may also use the information provided by you to contact you in relation to our services and offers that we think are of interest to you.

We may provide the information provided by you to affiliated companies, Correspondents and/or trusted third parties for the purposes set out above which may involve the transfer and/or storage of your information outside the EEA. For example, we may transfer the information provided by you: (a) to the destination territory of the Beneficiary via our system to facilitate the Transfer and such information may be viewed and otherwise processed by the Correspondent to facilitate the Transfer; and (b) to our affiliate storage databases in the United States of America. We will hold your information for 5 years.

More details on how we process your information at www.riamoneytransfer.com/en-gb/privacy-policy/.

You may exercise your rights in relation to your information and withdraw your consents to contact you by mail at any time by contacting us at: Part 7th Floor, North Block, 55 Baker Street, London, W1U 7EU, or email at: privacyrequest@euronetworldwide.com

If you have agreed for us to contact you by SMS, this will remain in place unless you withdraw your consent. We may use SMS to notify you of details related to the Service and the Transfer and/or for marketing purposes (for example details of our services that we think may be of interest to you). You will be solely responsible for any third-party charges in relation to receiving SMS from RIA. You can opt out from the SMS messaging at your Correspondent, by email, by calling us, or by following any opt out instructions included in all SMS we send.

You confirm that you have the necessary authority to give RIA the personal data (for example, name, address and bank account details) of the Beneficiary to make the Transfer. This will include us giving this information to the relevant Correspondent (who may be located outside the EEA) for the purposes of the Transfer.

11. Complaints

If you have a complaint, we will do everything we can to solve your problem. Please contact our Compliance Department at 55 Baker Street, London, W1U 7EU. Within 3 Business Days, we’ll let you know in writing we’ve received your complaint. We’ll then keep you up to date about our progress until we have finished looking into your complaint and send our response to you within 15 Business Days of receiving your complaint. In exceptional situations we may extend this deadline up to 35 Business Days, and we’ll explain the reasons for the delay.

If after receiving our response to a complaint, or in the event we fail to do so within the timeframes above, you still are unhappy, you may take your complaint to the Financial Ombudsman Service (www.financial-ombudsman.org.uk), by post: Financial Ombudsman Services, Exchange Tower, London, E14 9SR; telephone: 0800 023 4567; or email: complaint.info@financial-ombudsman.org.uk.

If you would like further details of our complaints policy relating to Transfers, please contact us or search for ‘complaint’ at https://help.riamoneytransfer.com/hc/en-us.

12. Rights of Third Parties

Only you and us can enforce any part of this Agreement and a person who is not a party to the agreement for the Transfer has no such rights.

13. Governing Law & Jurisdiction

This agreement is governed by the laws of England and Wales, which also applies to setting up our relationship. If you want to bring a claim against us in the courts, you can do so using the courts of England and Wales.

Currency exchange terms

Ria Financial Services Limited (Ria) is a company registered in England and Wales. Registered number: 04263192.Registered office: Part 7th Floor, North Block. 55 Baker Street, London W1U 7EU. Euronet Payment Services Limited is a company registered in England and Wales. Registered number: 06975932.Registered office: Part 7th Floor, North Block. 55 Baker Street, London W1U 7EU Ria is an authorised agent of Euronet Payment Services Ltd and is a registered with HMRC as a Money Services Business with registration number 12147525.

Terms and Conditions applicable to the currency exchange service of Euronet Payment Services Limited trading as RIA, (hereinafter “RIA”).

The exchange rates used in the transaction and published on the Rate Board displayed in each store offering the service, may be consulted by the Customer (understood as the person who appears on this receipt), Customers also being able to ask for those currencies that are not listed on said Rate Board. In any case, the Customer is duly informed of the applicable exchange rates, commissions and applicable fees, data that, before completing the transaction, that will appear duly reflected on this transaction receipt. Transactions of purchase/sale of foreign currency and purchase of traveller’s checks that individually or in parts exceed the limits established by the regulations in force at any time will require documentation from the Customer to confirm their identity and address, either permanent or temporary in UK (when the document provided shows a foreign address) as well origin of the funds, along with the signed declaration form that will be delivered to RIA duly completed. RIA reserves the right not to provide the Service, and shall not be liable for defective performance, due to the Customer providing incomplete or inaccurate incomplete or inaccurate data provided by the Customer.

Buyback Service:

The Buyback Service shall be limited to the sale of good quality foreign banknotes to RIA, coins being excluded, and may only be requested in person at a RIA Store by a Customer who has carried out a previous Transaction in which he/she has purchased foreign banknotes from RIA paying in GBP. This service is only offered at RIA Stores in UK and cannot be requested online (the Customer can check the list of RIA Stores in UK contacting RIA). At the Customer’s request, RIA shall buy back from the Customer, at any of its UK Stores, between 1% and up to a maximum of 50% of the amount of the foreign banknotes (in good condition and legal tender) itemized on this Transaction which qualify for the Buyback Service and subject to the following conditions: (i) the minimum value of a Transaction qualifying for Buyback is £750.00; (ii) between 3 and 30 calendar days must have elapsed from the date of the receipt, (iii) the Buyback shall be paid in cash (in GBP) at the same exchange rate described on this receipt. The Customer must attend in person at any Ria Store, with the same identification document as the one used for the purchase of the foreign currency and provide the original receipt of the Transaction. This service is only available for customers with a valid ID registered in the system. Only one Buyback transaction may be allowed per Transaction, and RIA may buy back several currencies of the currencies itemized on the Transaction receipt that grants the right to apply for the buyback service RIA shall not charge Customer any commission for the Buyback Service. RIA shall not charge Customer any commission for the Buyback Service.

Privacy:

The Customer, by agreeing to these terms, expressly consents that: (i) any personal data provided during the execution of the service provided by RIA, are subject to treatment by RIA; and (ii) the data is communicated to other companies of the RIA group and to third parties service providers, and such companies may be located within the European Economic Area or in other countries that may not offer a level of protection equivalent to that of said Space, in order to manage this request for the sale of foreign banknotes and comply with RIA’s legal obligations, as detailed on the RIA website (Legal documents (riamoneytransfer.com). The processing of the Customer’s data is necessary for the provision of the foreign banknote service and if said data processing is not consented, the service cannot be provided. The Customer may at any time exercise the rights of access, rectification, opposition, suppression, limitation of treatment and portability, notifying Euronet Payment Services Limited with address at 7th Floor, 55 Baker St. London W1U 7EU, or via email dpo@riamoneytransfer.com under the terms established in the additional information. You can check the additional and detailed information on Data Protection in our Privacy Policy given on the RIA website (Retail Privacy policy (riamoneytransfer.com).

Complaints and Claims:

If you have any questions or wish to make a complaint, you can submit it in person at any RIA Store or contact Customer Service, 0207 467 2539, option 2, RiaUKCE@riamoneytransfer.com, 7th Floor, 55 Baker St. London W1U 7EU and telephone 0207 467 2539, option 2. If the Customer disagrees with the final resolution of the complaint by the Customer Service, the Customer may contact The Financial Ombudsman Service, Exchange Tower, London, E14 9SR