We are Dahabshiil Transfer Services Ltd a company registered in England and Wales. Our company registration number is 03538207 and our registered office is at 12 New Fetter Lane, London EC4A 1JP. We are a payment institution authorised and regulated by the FCA and supervised by HMRC (MLR registration number 12249015). Our FCA reference number is 505067.
1.1. These are the terms and conditions on which we provide services to you (we call these the Terms).
1.2. We provide services relating to the transfer of money in accordance with a Remittance Request you give us, which we will process to make an amount of money available for a Beneficiary to collect (this is called a “Remittance” in the Terms). A “Remittance Request” is when you ask us to transfer an amount of money to someone. A “Beneficiary” is the person referred to as the recipient of the money in a Remittance Request you give us. If you wish to make a Remittance Request, you must be over the age of 18.
1.3. Please read the Terms carefully. The Terms that you are provided with at the point that you make a Remittance Request apply to and govern that specific Remittance. The Terms tell you who we are, how we will provide our services to you, where you can find our charges, how you and we may change or end the contract, what to do if there is a problem and provide other important information. You can contact us by emailing us at email@example.com, writing to us at 118 Cavell Street, London E1 2JA or by calling us on 0207 3751110. If we have to contact you, we will do so by telephone (including through text) using the contact information you provide to us in your Remittance Request.
1.4. In the Terms, when we refer to "we", "us" or "our", we mean Dahabshiil Transfer Services Ltd. When we refer to "you" or "your" we mean you as either:
1.5. We also define other words which are referenced in bold in the clauses set out below. When we use the words "writing" or "written" in the Terms, this includes emails.
2.1. You can only make a Remittance Request in-store. We are free to decline any Remittance Request.
2.2. Any Remittance Request you give us must be complete and accurate.
2.3. We will charge you commission for the Remittance in accordance with clause 7
2.4. This clause applies to the extent permitted by law. When making a Remittance Request in- store, you will be informed of the price of the Remittance which comprises the Commission Any Remittance and Commission shall be paid by you to us in pounds sterling. If you are satisfied to proceed, payment will be taken in-store.
2.5. A transaction confirmation (referred to in the Terms as a "Receipt") will be given to you by our representative setting out the Remittance amount and other relevant details regarding your Remittance Request (including the Commission). This Receipt is an offer by us to enter into a binding contract with you to make a Remittance on the Terms. We will ask you to sign the Receipt to confirm your Remittance Request and your understanding of the Terms. Please check that the Receipt accurately records the details of your Remittance Request. Please also review the Terms before signing the Receipt.
2.6. Once you have signed the Receipt, the offer by us to make the Remittance referred to in clause
2.5 will be deemed to be accepted by you, the Terms shall become binding on you and us and a contract will come into existence for the relevant Remittance (the “Contract”). We will assign a unique transaction number to each Remittance. Please quote this unique transaction number in any subsequent communication.
2.7. If you wish to amend or cancel the Contract, you should visit the in-store representative who dealt with your Remittance Request. If the Remittance has been collected by the Beneficiary or has been sent to the Beneficiary's bank account or an e-payment has been made, amendment or cancellation of the Contract will not be possible.
2.8. If the Remittance has not been collected by the Beneficiary or has not been sent to the Beneficiary's bank account or an e-payment has not been made, if you have requested:
2.9. The Terms set out certain circumstances where we will refund the Commission you paid to us. In all other cases, including where specifically referenced in the Terms, we will keep the Commission you paid to us unless we agree otherwise.
2.10. Any refunds we make will be made in the same currency and use the same means of payment which you originally used for the Remittance. Any refunds will be made as soon as possible and in any case within fourteen (14) days of notifying us of your election to cancel your Contract and where applicable the terms of clause 4.6 shall apply.
3.1. If the Contract requires us to make a payment into a bank account of the Beneficiary, you must ensure that you have provided us with full and correct account details for that account. If the Contract requires us to make payment into an electronic device or service that facilitates money transfers (an "e-payment") supported by us you must ensure that you have provided us with the correct e-payment details for the Beneficiary.
3.2. This clause applies to the extent permitted by law. We will not be responsible or liable to you or the Beneficiary or any other party once the Remittance has been paid into the bank account or an e-payment has been made, each as specified in the Remittance Request, even if the Beneficiary then never obtains that benefit of the Remittance (for example due to default by the relevant bank or e-payment provider). We will not be responsible for delays if you provide us with incomplete or incorrect bank account details or e-payment details for the Beneficiary or if delivery is delayed for any reason outside our reasonable control. We do not have any control over the time it may take for the Beneficiary's bank or payment service provider to credit and make available funds to the Beneficiary.
4.1. You must provide us with correct and complete information and instructions relating to the Remittance that are necessary to enable us to process the Remittance in accordance with the Terms. If you do not do this and, as a result, we cannot process the Remittance, we may cancel the Remittance (in which case we will refund you the amount of the Remittance but not the Commission you paid to us) by contacting you (by telephone or in writing), or we may deduct an additional charge of a reasonable amount from the Remittance to cover any extra work that is required, to the extent permitted by law.
4.2. We are required to comply with laws and regulations, including fraud, anti-tax evasion facilitation, anti-terrorism and money-laundering laws and regulations, and you must provide us with any valid and current documents we require before we accept any Remittance Request from you (including proof of identity, proof of address and proof of income). Any Remittance Request must be from you and you cannot agree a Contract with us on behalf of another person.
4.3. If payment is not made into a bank account or through an e-payment, you are responsible for ensuring that the Beneficiary collects the Remittance in a timely manner. The Remittance may only be redeemed once. If payment is not made into a bank account or through an e- payment, in order to receive the Remittance the Beneficiary must provide the Local Payment Provider (as defined below) with a valid item of personal identification (as may be required by applicable law or as otherwise reasonably required) and the unique transaction number assigned to the corresponding Remittance Request. Local providers consist of a range of third parties used to enable payments to be made to a Beneficiary (“Local Payment Provider”). Where the Beneficiary attends the Local Payment Provider's premises and requests payment into a bank account or requests an e-payment this may be able to be accommodated, subject to carrying out additional checks to ensure full compliance with all relevant legal and regulatory requirements. There may also be other local legal or regulatory requirements applicable to a Beneficiary or a Beneficiary’s receipt of a Remittance. You acknowledge this and we will not be in breach of the Contract if a Beneficiary is unable to collect a Remittance because they have failed to comply with these requirements.
4.4. You must keep the fact of your making, and the amount of, a Remittance and any unique transaction number we assign to the Remittance confidential to you and the Beneficiary (and you must advise the Beneficiary to keep the transaction number confidential) and, where payment is not made into a bank account or is not made through an e-payment, you must ensure that the Beneficiary is advised to collect the Remittance amount as soon as reasonably possible after it becomes available to be collected. In some jurisdictions, the accurate identification of individuals is not always reliable even with the exercise of reasonable skill and care, leading to the possibility of impersonation of a Beneficiary. Accordingly, if the Remittance amount is paid by the Local Payment Provider to a person other than the Beneficiary that the Local Payment Provider reasonably believed to be the intended recipient of the Remittance amount, we will not be required to refund any amounts to you or to require the Local Payment Provider to make any further payment to the actual Beneficiary.
4.5. You confirm that the Remittance is being used for lawful purposes. We may refuse to accept any Remittance Request or process the Remittance for any reason after we have checked your name and the name of the Beneficiary and you acknowledge that we may be obliged by law to (and shall be entitled to) confiscate any amount paid by you to us which represents the proceeds of crime or is intended to be transferred for unlawful purposes and pass it and your details to the relevant authority or to the person properly entitled to it. If we are unable to accept a Remittance Request or process the Remittance, we will let you know and, if possible, tell you the reasons for the refusal and provide an explanation of how you can correct any factual errors. However, we are not required to notify you if such notification would be unlawful.
4.6. In the event that a Beneficiary does not collect the Remittance within two (2) months of it being made available, we will use our reasonable endeavours to notify you that the Remittance has not been collected. We will try and contact you by telephone using the contact details you have given us. If, after thirty (30) days, you have not responded to our attempts to contact you or we do not hold any accurate contact details for you but we hold details of a bank account in your name, we will, where we are reasonably certain the bank account is your bank account, cancel the Remittance and refund the amount of the Remittance (but not the applicable Commission) by transfer to that bank account, unless we are prohibited to do so by applicable law. If you respond to our attempts to contact you, you may request that we cancel the Remittance and: (a) if you have funded a Remittance using a debit or credit card, refund the amount of the Remittance (but not the Commission) to a bank account in your name (subject to fraud, anti-terrorism and money-laundering checks); or (b) request that we make that amount of the Remittance (but not the Commission) available for you to collect from the representative who dealt with your Remittance Request, provided that, when making the collection, you show us the same proof of identity documents that you initially showed us when agreeing the Contract (please see clause 4.2).
4.7. If after 6 years from the date of the uncollected Remittance being available for collection, you have not: (a) presented yourself to us or the representative who dealt with your Remittance Request (with appropriate proof of identity documents) to cancel the Remittance and request a refund of the amount of the Remittance (but not the Commission); or (b) asked us to cancel the Remittance and have not provided us with any instructions as to how to refund the amount of the Remittance (but not the Commission) to you (either because you have not responded to our attempts to contact you or we do not hold any accurate contact details for you and so cannot reach you), any right to receive (by way of pay out or refund) the amount of the Remittance amount will be terminated and we may treat the monies as our own.
4.8. You must ensure that the information you provide is correct and complete. We will not be responsible for money sent to the wrong recipient or losses you incur as a result of incorrect or incomplete information provided by you. If you have provided the wrong information to us, you may ask us to assist you in recovering the money, but we cannot guarantee such efforts will be successful and we reserve the right to charge you a fee to cover our reasonable costs for doing this.
We will process the Remittance with reasonable skill and care and in accordance with all applicable statutory and regulatory requirements in the United Kingdom. The obligation in this clause 5 is in addition to your legal rights in relation to services which are not carried out with reasonable skill and care or which otherwise do not conform with the Terms. In the unlikely event that our services do not comply with the Terms, please let us know as soon as reasonably possible. Nothing in the Terms will affect your legal rights. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards Office.
6.1. The Remittance is complete once we pay the Remittance amount into the bank account or through an e-payment as specified by you in the Contract or the Remittance amount is collected in person by the Beneficiary.
6.2. We will use reasonable endeavours to process the Remittance within approximately seventy- two (72) hours of agreeing the Contract (in accordance with clause 2.6). In the event of a delay we will attempt to process the Remittance as soon as reasonably possible. We are not responsible for delays outside our reasonable control or for any delays caused by the Beneficiary or the Beneficiary’s bank or e-payment provider. If our provision of the services is affected by an event outside our reasonable control then we will contact you by telephone using the contact details you have given us as soon as reasonably possible to let you know and we will take reasonable steps to attempt to reduce the effect of the delay. You may contact our representative to cancel the Remittance and receive a refund of the amount of the Remittance if the Remittance has not been processed within seventy-two (72) hours and you wish to cancel it. In these circumstances, we will refund the Commission you paid us unless the delay is outside our reasonable control.
6.3. You must tell us about any unauthorised or incorrectly executed Remittance immediately, but no later than thirteen (13) months from the date of the Remittance, otherwise you may not be entitled to have any payment errors corrected.
6.4. We are safeguarding your funds in compliance with the Payment Services Regulations 2017.
7.1. The amount of any Remittance shall always be paid by you to us in pounds sterling. For each Remittance, we will apply an exchange rate to convert the amount of the Remittance from pounds sterling into US Dollars; the exchange rate in effect at the time you sign the Receipt is the exchange rate that will be applied to convert the amount of the Remittance from pounds sterling into US Dollars and this will be identified in the Receipt.
7.2. In some cases, it will be necessary for a second exchange rate to be applied to the US Dollar amount set out in clause 7.1, in order to convert that amount into the local currency of the Beneficiary to enable that Beneficiary to collect the Remittance (such collection being in person, or from the Beneficiary’s nominated bank account, or via an e-payment, as applicable). If this second exchange rate is necessary, you may be informed of this prior to signing the Receipt. The relevant Local Payment Provider (and not Dahabshiil) shall in its sole discretion apply such exchange rate to convert the US Dollar amount set out in clause 7.1 into local currency at the point in time when: (a) the Remittance is paid into the Beneficiary’s bank account; or (b) the Remittance amount is paid through an e-payment; or (c) the Remittance is collected in person by the Beneficiary as applicable. Dahabshiil has no visibility or knowledge of, or control over, the level of exchange rate that will be applied by a Local Payment Provider as described in this clause 7.2, and we are therefore unable to disclose the exchange rate or confirm the value of the final Remittance amount in local currency in advance. Subject to clause 8, Dahabshiil does not accept and shall have no liability to you in respect of any claim arising out of or in connection with: (a) Dahabshiil’s inability to disclose the exchange rate or confirm the value of the final Remittance amount in local currency in advance; or (b) the level of exchange rate applied by a Local Payment Provider
7.3. The Commission charged for the Remittance will be calculated using our then current percentage rates for Commission as applicable to the Remittance amount. The Commission amount applicable to the Remittance will be the amount shown in the Receipt.
8.1. In the case of an unauthorised payment or mistaken payment due to our error, we shall at your request promptly refund the payment amount under the Remittance and the Commission you paid us to the extent related to unauthorised or mistaken payment. This shall not apply if the mistake or incorrect performance was due to any of the following: (a) you providing us with incomplete or incorrect information or was otherwise due to your fault; or (b) you have acted fraudulently, in which case we will not refund you in any circumstances; or (c) we are able to show that the authorised amount was received at the appropriate time by the Beneficiary. The right to a refund shall also not apply if there was a mistake or incorrect performance and you do not let us know about an unauthorised or incorrectly completed Remittance within thirteen (13) months from the date of the Remittance.
8.2. We will have no liability to you for failure to process or incorrect processing of the Remittance where the reason for this was our inability to process the Remittance for reasons necessary for our compliance with legal or regulatory obligations to which we are subject.
8.3. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, representatives or subcontractors; for fraud or fraudulent misrepresentation, including pre-contract fraudulent misrepresentation or fraudulent concealment; or for breach of your legal rights where it would be unlawful to exclude or limit such legal rights in relation to the services.
8.4. If we fail to comply with the Contract, we are responsible only for loss or damage you suffer that is a foreseeable result of that non-compliance. Loss or damage is "foreseeable" if either it is obvious that it will happen or if, at the time the Contract was made, it was contemplated by you and us.
8.5. Subject to clauses 8.3 and 8.4, our maximum liability to you under the Contract will be limited to an amount equal to 150% of the amount of the Remittance plus the Commission payable to us under the Contract. Any amounts refunded to you will be taken into account when calculating our maximum liability under this clause.
8.6. If you are a consumer, this clause 8.6 applies to you. Subject to clauses 8.3 - 8.5:
8.7. If you are a business user, this clause 8.7 applies to you. Subject to clauses 8.3 - 8.5:
We have online portal where you can check your transfer status. click the link Online Transfer Status