Dahabshiil Online Terms and Conditions

Last updated: 23rd July 2025

Dahabshiil Transfer Services Limited is 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/XRML00000180508). Our FCA reference number is 505067.

1. Understanding the Terms

1.1 Dahabshiil Transfer Services Limited owns and operates: (i) the Dahabshiil UK online platform which is made available via our website at https://dahabshiil.co.uk (“Dahabshiil UK Online Remittance Platform”) and (ii) the Dahabshiil UK online mobile phone application (“Mobile App”). References in the Terms to the “relevant Dahabshiil UK Online Service” means the services relating to the online transfer of money which we provide to you via, as the context requires, the Dahabshiil UK Online Remittance Platform and/or the Mobile App.

1.2 These are the terms and conditions on which, together with our Transaction Fees (as defined below) and exchange rates (available at https://dahabshiil.co.uk ) (“price list”), we provide the relevant Dahabshiil UK Online Service (we call these the “Terms”).

1.3 We provide you with:

1.3.1 access to the Dahabshiil UK Online Remittance Platform and/or Mobile App, in accordance with your Account Contract (see clause 2.6 for more information on Account Contract formation); and

1.3.2 the relevant Dahabshiil UK Online Service in accordance with a Remittance Contract (see clause 3.8 for more information on Remittance Contract formation), in order to make an amount of money available to a Beneficiary (this is called a “Remittance” in the Terms).

1.4 A “Remittance Request” is when you ask us via your Account to transfer an amount of money to a Beneficiary.

1.5 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 eighteen (18).

1.6 Please read the Terms carefully before you open an Account with us or submit a Remittance Request. The Terms tell you who we are, how you may use the Dahabshiil UK Online Remittance Platform and/or Mobile App, how we will provide the relevant Dahabshiil UK Online Service to you, where you can find our charges, how you and we may change or end a contract with us, what to do if there is a problem and provide other important information.

1.7 You can contact us: (i) via your Account; or (ii) by emailing us at customer.support@dahabshiil.co.uk, or (iii) by writing to us at 85 Sidney Street, London E1 2FN, or (iv) by calling us on 0207 3751110. If we have to contact you, we will do so either: (i) via your Account; or (ii) by email, post or telephone using the contact information you provided to us in your Account.2

1.8 When certain words and phrases are used in these Terms, they have specific meanings (these are known as “defined terms”). Where a defined term is used, it has the meaning given to it in the section of these Terms where it was defined (you can find these meanings by looking at the sentence where the defined term is included in brackets and speech marks). We also define other words which are referenced in bold in the clauses set out below.

1.9 In these Terms, when we refer to “Dahabshiil”, “we”, “us” or “our”, we mean Dahabshiil Transfer Services Limited.

1.10 When we refer to “you” or “your” we mean the individual accessing the Dahabshiil UK Online Remittance Platform and/or Mobile App, or using the relevant Dahabshiil UK Online Service, in the capacity of a “consumer” (meaning, that you are accessing the Dahabshiil UK Online Remittance Platform and/or Mobile App or using our relevant Dahabshiil UK Online Service for purposes that are wholly or mainly outside of your trade, business, craft or profession).

1.11 When we use the words “writing” or “written” in the Terms, this includes emails.

1.12 You are only permitted to access the relevant Dahabshiil UK Online Service, access/use the Dahabshiil UK Online Remittance Platform and/or Mobile App, register an Account or submit a Remittance Request with us if you are resident or domiciled within the United Kingdom (including England, Scotland, Wales, or Northern Ireland). If you are not resident or domiciled within the United Kingdom then you are prohibited from accessing the Dahabshiil UK Online Remittance Platform and/or Mobile App, using the relevant Dahabshiil UK Online Service, registering an Account or submitting a Remittance Request.

1.13 These Terms are made and available in the English language only.

1.14 We are required by law to carry out all necessary security and customer due diligence checks on you (including any parties involved in the Remittance) in order to provide the relevant Dahabshiil UK Online Service to you. On occasion, to assist with these checks and to meet our legal obligation, you agree to comply with any request from us for further information and provide such information in a format acceptable to us. In addition, you understand that as part of these checks we may make, directly or through any third party, any inquiries we consider necessary to validate the information you provided to us.

1.15 We are the data controller of your personal data for the purposes of applicable data protection laws. We will use the personal data you provide to us together with information that is collected or generated during our relationship with you (including details of the Beneficiary) for the purposes set out in our privacy policy (available from our representative or on our website at www.dahabshiil.co.uk (“Privacy Policy”), which include to process your payment for the Remittance and to monitor, analyse or validate any information you provide to prevent, investigate and/or report fraud, terrorism, money-laundering, security incidents or other criminal activities. Where you provide personal data about a Beneficiary, you should ensure that they are comfortable with us processing their personal data as described in our Privacy Policy before providing their details. Please ensure that you read our Privacy Policy before agreeing to these Terms, it also explains how to contact us to exercise your data protection rights, e.g. to get a copy of your personal data.3

2. Your Account and Password

2.1 You will need to register a profile account with us on the Dahabshiil UK Online Remittance Platform or the Mobile App (as applicable) (“Account”) in order to use the relevant Dahabshiil UK Online Service and before you can make a Remittance Request.

2.2 If you are using the Dahabshiil UK Online Remittance Platform, you can apply for an Account directly using the link that is provided to you in the Dahabshiil UK Online Remittance Platform or, if you are using the Mobile App, you must download the Mobile App (in accordance with clause 7) and follow any instructions provided to you in order to apply for an Account.

2.3 When you register for an Account, you will be required to:

2.3.1 provide certain information (such as proof of identification, proof of address and your email address) and create a password as part of our security procedures. You must treat such information as confidential and you must not disclose it to any third party; and

2.3.2 click on the “I Accept” button in relation to these Terms and by doing so you agree to accept and be bound by these Terms.

2.4 You must provide true, accurate, current and complete information and keep it up-to-date. Failure to do so may result in your application for an Account failing and/or being rejected.

2.5 Please note that your application to register an Account is a request from you to us – we are under no obligation to accept your application and/or permit you to sign up for an Account. After you submit your application for an Account, we will consider your request after which you will receive an e-mail from us confirming whether or not your Account has been validly registered.

2.6 If we do accept your application to register an Account, a legally binding “Account Contract” shall be formed between you and us. As the Terms may be updated from time to time (see clause 16), the Terms that are live at the time that the Account Contract is formed shall apply to that Account Contract and accordingly shall govern your use of and access to the Dahabshiil UK Online Remittance Platform and/or Mobile App and your Account. If you do not wish to be bound by these Terms, you must not access or use the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform or the Mobile App.

2.7 For the avoidance of doubt, these Terms will govern your use of and access to the Dahabshiil UK Online Remittance Platform and/or Mobile App even if you do not have active Remittances in-progress (see clause 3.8 for more information on Remittance Contract formation).

2.8 We have the right to disable any Accounts and/or passwords, at any time, if you have failed to comply with any of the provisions of these Terms or applicable law.

2.9 If you know or suspect that anyone other than you knows your Account login details, you must immediately notify us at the following email address: aml@dahabshiil.co.uk.

2.10 You are responsible for any unauthorised use of your Account login details that result from your failure to comply with these Terms.

2.11 You may terminate your Account Contract by closing down your Account at any time by contacting us or by selecting the option within your Account, but please note that this will not4 cancel or affect any ongoing Remittance or Remittance Contract, and it will not relieve you from your responsibility to pay any sums due to us in connection therewith.

2.12 We may also terminate the Account Contract between you and us in accordance with clause 15. Any terms and conditions of your Account Contract that are intended by their nature to survive the termination of that Account Contract shall so survive.

2.13 You can fund a Remittance using the “pay by bank” function which allows you to use our regulated partner to send us funds by bank account transfer. If you select such payment method, you will be required to review and agree to the terms of our regulated partner when making the Remittance Request.

3. Submitting a Remittance Request, and Basis of Remittance Contract

3.1 After you have registered an Account and you have a valid Account Contract in place, you may submit a Remittance Request in accordance with the directions set out on either the Mobile App or the Dahabshiil UK Online Remittance Platform (as applicable) or as otherwise provided by us.

3.2 Any Remittance Request given to us must contain complete and accurate information (including your selected pay-out method and associated details) and instructions relating to the Remittance that are necessary to enable us to make the Remittance in accordance with the Terms. If you do not do this, and, as a result, we cannot complete the Remittance, we may cancel the Remittance (in which case we will try to help if we can to refund you the Remittance amount but not the Transaction Fees you paid to us – the Transaction Fees are non-refundable in this case because you are required to pay for the relevant Dahabshiil UK Online Service that we have already provided in terms of concluding the Remittance Contract and preparing to issue the Remittance, up to the time of cancellation) by contacting you (by one of the methods as described in clause 1.7). Please check the Remittance Request is complete and accurate before submitting it to us. Please also review the Terms before submitting a Remittance Request.

3.3 We are required to comply with laws and regulations, including fraud, anti-tax evasion facilitation, anti-terrorism and money-laundering laws and regulation and you must provide us with any valid and current documents (including proof of identity, proof of address and proof of income) we require or request before we accept any Remittance Request from you.

3.4 You may only submit a Remittance Request from and on behalf of yourself. You are prohibited from submitting a Remittance Request on behalf of someone else, and you cannot enter into a Remittance Contract with us on behalf of another person.

3.5 Your Remittance Request constitutes an offer to us to enter into a binding Remittance Contract with you to make a Remittance on the Terms.

3.6 We are free to accept or decline any Remittance Request without needing to provide any explanation in terms of the decision taken in that regard.

3.7 After receiving a Remittance Request, we will either: (i) confirm our acceptance of your Remittance Request in writing (which might, without limitation, include an email) (the “Remittance Receipt”), or (ii) that we have rejected your Remittance Request in writing (which might, without limitation include an email). Please check that the Remittance Receipt5 accurately records the details of your Remittance Request and your understanding of the Terms.

3.8 If your Remittance Request is accepted and you are issued with a Remittance Receipt, then a legally binding contract shall be formed between you and us in respect of the individual Remittance Request (each, a “Remittance Contract”). As the Terms and the price list may be updated from time to time (see clause 16) the Terms and the price that are live at the time of the relevant Remittance Request will apply to that Remittance Contract and accordingly shall govern the Remittance in question.

3.9 For the avoidance of doubt, each individual Remittance Request (once accepted) shall form a separate Remittance Contract between you and us. We will assign a unique transaction number (“Remittance ID”) to each Remittance Contract and inform you of it on the Remittance Receipt. Please quote this Remittance ID in any subsequent communication with us relating to the relevant Remittance Contract.

4. Price and Payment under Remittance Contract

4.1 The amount of any Remittance shall always be paid by you to us in pounds sterling. The Remittance amount will be made available to the Beneficiary in US Dollars or its local currency (as applicable) which we will determine (in our sole discretion) and notify you of when you submit the Remittance Request.

4.2 Please note that: 4.2.1 we will charge you certain transaction fees/charges for the Remittance in accordance with clause 4.4 (“Transaction Fees”); and additionally 4.2.2 an exchange rate will always be applied to convert the amount of the Remittance from the currency you use to make your payment to us (which will always be pounds sterling) to either US Dollars or the local currency of the Beneficiary (as applicable, and as determined in accordance with clause 4.1) in accordance with clause 4.5. The application of the exchange rate may change the amount of the final Remittance.

4.3 The price list will change from time to time. Please review the price list prior to submitting the Remittance Request for details of the percentage rate for Transaction Fees that we will apply to calculate the Transaction Fees and for details of the exchange rate we may apply.

4.4 Transaction Fees 4.4.1 The amount of any Transaction Fees shall be paid by you to us in pounds sterling. 4.4.2 The Transaction Fees charged for the Remittance will be either a flat/fixed fee or calculated using the percentage rate for fees (“fee rate”) as applicable to the Remittance amount as set out in our price list on the date and or at the time that the Remittance Request is submitted. 4.4.3 The percentage rate in respect of Transaction Fees is updated from time to time but the rate that applies on the date or at the time of the Remittance Request will apply to that particular Remittance.

4.5 Exchange rate6 4.5.1 For each Remittance, we will apply an exchange rate to convert the amount of the Remittance from pounds sterling to either US Dollars or the local currency (as applicable, and as determined in accordance with clause 4.1). The exchange rate that will apply to the Remittance will be the rate set out in our price list on the date or at the time that the Remittance Request is submitted.

5. Remittance Contract Cancellation

5.1 If you wish to amend or cancel a Remittance Contract, you should contact us via the agreed methods as described in clause 1.7.

5.2 If the Remittance has been collected by the Beneficiary or has been sent to the Beneficiary’s bank account or has been sent to the electronic device or service that facilities money transfers (an “e-payment”), amendment or cancellation of the Remittance Contract will not be possible.

5.3 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: 5.3.1 if you have requested a cancellation, we will try to help if we can to cancel the Remittance, in which case we will refund you the Remittance amount but not the Transaction Fees you paid to us (the Transaction Fees are non-refundable in these circumstances because you are required to pay for the relevant Dahabshiil UK Online Service that we have already provided in terms of concluding the Remittance Contract and preparing to issue the Remittance, up to the time you cancel) and any reasonable fees for tracing, recalling or cancelling the Remittance; or 5.3.2 if you have requested an amendment, we will try to help you if we can to amend the Remittance, in which case: 5.3.2.1 the previous Remittance (and associated Remittance Contract) will be cancelled; 5.3.2.2 you will provide a new Remittance Request and a new Remittance Contract will be formed between you and us in accordance with clause 3 of these Terms; and 5.3.2.3 any amount previously paid by you to us as Transaction Fees will be applied towards any Transaction Fees due in respect of the new Remittance Contract, provided that we will not be obliged to refund any amounts of Transaction Fees you have previously paid us (the Transaction Fees are non-refundable in these circumstances because you are required to pay for the relevant Dahabshiil UK Online Service that we have already provided in terms of concluding the Remittance Contract and preparing to issue the Remittance up to the time you cancel).

5.4 If a Remittance Contract cancellation is initiated by us: 5.4.1 because we are not able to comply with the Terms or complete the Remittance due to commercial or legal reasons that are not connected whatsoever to any breach or default by you, then we will refund you the Transaction Fees you paid to us as well as the Remittance amount. You agree that this refund shall be your sole legal remedy in this circumstance; or7 5.4.2 because of your default or breach under these Terms, then we will use our reasonable endeavours to cancel the Remittance and if we are able to cancel the Remittance then we will refund you the Remittance amount but you will not be entitled to any refund of the Transaction Fees you paid to us (this is because you are required to pay for the relevant Dahabshiil UK Online Service that we have already provided in terms of concluding the Remittance Contract and preparing to issue the Remittance, up to the time that we cancel).

5.5 For the avoidance of doubt, any validly due refunds will be made in accordance with clause 12.4.

6. Remittance Contract conclusion

6.1 The Remittance Contract will come to an end once: 6.1.1 the Remittance amount: 6.1.1.1 is collected by the Beneficiary (in person); or 6.1.1.2 has been sent by us to the Beneficiary’s bank account or e-wallet; or 6.1.1.3 where possible, the Remittance Contract has been cancelled by you in accordance with the Terms; or 6.1.1.4 the Remittance Contract has been cancelled by us in accordance with the Terms.

6.2 Any terms and conditions of your Remittance Contract that are intended by their nature to survive the expiry or termination of that Remittance Contract shall so survive.

6.3 For the avoidance of doubt, whilst you maintain an open Account with us, your Account Contract will remain in force and effect even if you do not have any active Remittance Contracts in place.

7. Provision of the relevant Dahabshiil UK Online Service - Mobile App

7.1 If you wish to access and download our Mobile App in order to access the relevant Dahabshiil UK Online Service (rather than via the Dahabshiil UK Online Remittance Platform), then you acknowledge and agree to be bound by the following terms and conditions. For the purposes of this clause 7, “Appstore Provider” means the provider of the app store through which you have downloaded the Mobile App (for example, Apple is the Appstore Provider if you have downloaded the Mobile App from the Apple App Store, or Google is the Appstore Provider if you have downloaded the Mobile App from Google Play).

7.2 You acknowledge and agree that: 7.2.1 you will comply with any other terms and conditions imposed by the Appstore Provider (including but not limited to where the Appstore Provider is Apple or Google Play) from which you have downloaded the Mobile App; 7.2.2 these Terms have been concluded between you and us, and not with the Appstore Provider. You acknowledge and agree that the Appstore Provider is not responsible for the Mobile App and its content;8 7.2.3 the Appstore Provider has no obligation to provide any maintenance or support in respect of the Mobile App. Should you have any problems in using the Mobile App, please contact us; 7.2.4 in the event that the Mobile App does not conform with any product warranty provided for by these Terms, the Appstore Provider may provide you with a refund of the price that you paid to purchase the Mobile App (if any). The Appstore Provider shall, to the maximum extent permitted by law, have no obligation to you whatsoever with respect to the Mobile App; 7.2.5 the Appstore Provider shall not be responsible for addressing any claims that you might have relating to the Mobile App, including (without limitation): product liability claims; any claim that the Mobile App fails to conform to any applicable legal or regulatory requirement; and claims arising under consumer protection or similar legislation; and 7.2.6 in the event that a third party claims that the Mobile App infringes its intellectual property rights, we (and not the Appstore Provider) shall be solely responsible for the investigation, defence, settlement and discharge of such claim.

7.3 You warrant and represent that: (i) you are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a “terrorist supporting” country; and (ii) you are not listed on any U.S. Government list of prohibited or restricted parties.

7.4 You acknowledge and agree that the Appstore Provider and its subsidiaries are third party beneficiaries to these Terms. Upon your acceptance of these Terms, the Appstore Provider will have the right to enforce the Terms against you as a third party beneficiary.

8. General

8.1 You are responsible for ensuring that you have and maintain all the hardware and software necessary to access the Dahabshiil UK Online Remittance Platform and/or Mobile App, to use the relevant Dahabshiil UK Online Service, and to submit Remittance Requests to us.

8.2 The relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App and any content on any of these, are provided for general information purposes only. They are not intended to amount to advice on which you should rely.

8.3 Access to the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App may not be uninterrupted, timely, secure or error-free. If we need to suspend or withdraw or restrict the availability of the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App for any reason (including but not limited to business operational, maintenance and/or security reasons), we will try to give you reasonable notice.

8.4 You agree: 8.4.1 not to use the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform, the Mobile App or your Account in any way that breaches the Terms or any applicable local, national or international law or regulation;9 8.4.2 not to infringe our intellectual property rights or those of any third-party in relation to your use of the Account, the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App; 8.4.3 not to misuse the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful into the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App; 8.4.4 not to attempt to gain unauthorised access to the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App, the server on which the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App is stored, or any server, computer or database connected to the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App; 8.4.5 not to attack the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App via a denial-of-service attack or a distributed denial-of-service attack; 8.4.6 except to the extent permitted by law, not to copy, alter, modify, reproduce, decompile, reverse engineer, rent, lease, sub-licence, loan, translate, merge, adapt, vary, archive, store, rearrange, download, upload, create derivative works from, display, perform, publish, distribute, redistribute, disseminate or re-sell: (i) any software or the source code of the underlying software supplied as part of, or in connection with, the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App; or (ii) any other aspect whatsoever of the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App; 8.4.7 not to permit the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App or any part of them to be combined with, or become incorporated in, any other programs; 8.4.8 not to use the Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App or any part of them by automated means or otherwise for the purposes of scraping, extracting or otherwise obtaining any material from us for use within a third-party website or application; 8.4.9 not to collect or harvest any information or data from the Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App or any part of them or attempt to decipher any transmission to or from the servers running these; 8.4.10 not to test or develop any third-party integrations with the Dahabshiil UK Online Service, the Dahabshiil UK Remittance Online Platform and/or the Mobile App without our express written permission; 8.4.11 not to ‘frame’ or ‘mirror’ any part of the Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App without our prior written consent;10 8.4.12 not to execute any form of network monitoring or run a network analyser or packet sniffer or other technology to intercept, decode, mine or display any packets used to communicate between or with the servers of the Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App; 8.4.13 not to circumvent any technical measures we use to provide and/or secure the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App; or 8.4.14 not to attempt to gain unauthorised access to our computer systems or engage in any activity that disrupts, diminishes the quality of, interferes with the performance of, or impairs the functionality of the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App.

8.5 We do not guarantee that the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App will be totally secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes, platform and mobile devices to access the relevant Dahabshiil UK Online Service, the Dahabshiil UK Online Remittance Platform and/or the Mobile App and we recommend that you use your own virus protection software.

9. Payments to bank accounts or pursuant to an e-payment

9.1 If the Remittance Contract requires us to make: 9.1.1 a payment into a bank account of the intended Beneficiary you must ensure that you have provided us with full and correct account details for that account; or 9.1.2 an e-payment supported by us (including eDahab) you must ensure that you have provided us with the correct e-payment details (including mobile phone details) for the intended Beneficiary.

9.2 If we are charged any fees by a third party to process the payment of the Remittance into a bank account or e-payment (including any charges where the Remittance Request includes incorrect or incomplete details, including bank account or e-payment details, and such incorrect or incomplete details, including bank account or e-payment details, were provided by you), we can charge you those fees or deduct those fees from the Remittance. We will not be responsible or liable to you or the Beneficiary or any other party once the Remittance amount (less any appropriate deductions) has been paid into the bank account or an epayment 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, incorrect or inaccurate bank account details or e-payment details for the Beneficiary or if delivery is delayed for any reason outside our reasonable control.

9.3 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.

10. Your responsibilities in respect of Beneficiaries

10.1 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 amount from our representative in a11 timely manner and in accordance with the requirements set out in clauses 10.2 and 10.3 below. The Remittance amount may only be redeemed once.

10.2 If payment is not made into a bank account or through an e-payment, in order to receive the Remittance amount 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 Remittance ID 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 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 Remittance Contract for following such procedures (including if the Beneficiary is unable to collect a Remittance because they have failed to comply with these requirements).

10.3 You must keep the fact of your making, and the amount of, a Remittance and any Remittance ID we assign to the Remittance Request confidential to you and the Beneficiary (and you must advise the Beneficiary to keep the Remittance ID confidential) and, where payment is not made into a bank account or 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, in each case acting reasonably and in accordance with our standard policies and procedures, to a person other than the Beneficiary that the Local Payment Provider reasonably believes 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.

10.4 You confirm that the Remittance is being used for lawful purposes. We may refuse to accept any Remittance Request or complete the Remittance for any reason until 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.

10.5 For any Remittance that is to be collected in person by a Beneficiary, if the Beneficiary does not collect the Remittance amount within two (2) months of it being made available, we will use our reasonable endeavours to notify you that the Remittance amount has not been collected. We will try and contact you via one or more of the methods of communication set out in clause 1.7. If, after thirty (30) days, you have not responded to our attempts to contact you we will try to cancel the Remittance and to the extent we can cancel the Remittance, refund the amount of the Remittance (but not the applicable Transaction Fees) by transfer to the bank account details provided in your 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 try and cancel the Remittance and provided that we can cancel the Remittance refund the12 Remittance amount (but not the applicable Transaction Fees) to the bank account detailed in your Account (subject to fraud, anti-terrorism and money-laundering checks).

10.6 You must ensure that the information you provide in relation to Beneficiary is accurate, correct and complete. We will not be responsible for money sent to the wrong recipient or losses you incur as a result of inaccurate, 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.

11. Quality of the relevant Dahabshiil UK Online Service

11.1 We will process the Remittance with reasonable skill and care and in accordance with all applicable statutory and regulatory requirements in the United Kingdom.

11.2 The obligation in this clause 11 is in addition to your legal rights in relation to the relevant Dahabshiil UK Online Service which is not carried out with reasonable skill and care, or which otherwise do not conform with the Terms.

11.3 In the unlikely event that the relevant Dahabshiil UK Online Service does not comply with the Terms, please let us know as soon as reasonably possible.

12. Provision of relevant Dahabshiil UK Online Service

12.1 The Remittance is complete once we: 12.1.1 pay the Remittance amount into the bank account or through an e-payment specified by you in the Remittance Request; or 12.1.2 the Remittance amount is collected by the Beneficiary at our representative’s location.

12.2 We will use reasonable endeavours to process each Remittance within approximately seventy two (72) hours of agreeing the Remittance Contract (in accordance with clause 3.8). In the event of a delay, we will attempt to process the Remittance as soon as reasonably possible.

12.3 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 performance of the relevant Dahabshiil UK Online Service is affected by an event outside our reasonable control then we will contact you as soon as reasonably possible via one or more of the methods of communication set out in clause 1.7 to let you know and we will take reasonable steps to attempt to reduce the effect of the delay.

12.4 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 (and/or Transaction Fees if applicable), save where a refund is being made because the Beneficiary has not collected the Remittance amount within two (2) months of it being made available in which case clause 10.5 will apply. 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 the Remittance Contract.

12.5 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.13

12.6 We safeguard your funds in compliance with the Payment Services Regulations 2017.

13. Intellectual Property Rights

13.1 The copyright, design right and all other intellectual property rights in the Dahabshiil UK Online Remittance Platform, the Mobile App, the Dahabshiil UK Online Service and any other materials and other documents or other items that we provide to you on, or in connection with, the Dahabshiil UK Online Remittance Platform and/or Mobile App and Dahabshiil UK Online Service belong to us absolutely and you are not granted any licence or other rights to use the Dahabshiil UK Online Remittance Platform and/or Mobile App, the relevant Dahabshiil UK Online Service and such materials and other documents or other items for any purpose other than for the sole purposes of accessing the Dahabshiil UK Online Remittance Platform and/or Mobile App and receiving the relevant Dahabshiil UK Online Service in accordance with the Account Contract and any Remittance Contracts you have entered into with us.

14. Limitation of Liability - YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS CONDITION

14.1 If we fail to comply with either an Account Contract or a Remittance Contract, we are responsible only for loss or damage you suffer that is a foreseeable result of that noncompliance. Loss or damage is “foreseeable” if either it is obvious that it will happen or if, at the time the Account Contract or Remittance Contract (as applicable) was formed, it was contemplated by you and us.

14.2 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 your Account Contract or Remittance Contract (as applicable).

14.3 In the case of an unauthorised payment or mistake due to our error, we shall at your request promptly refund the payment amount under the Remittance including the Transaction Fees you paid us to the extent related to such unauthorised or mistaken payment. This shall not apply, and no refund of either the Remittance or the Transaction Fees shall be due, if the error, mistake or incorrect performance was due to any of the following: 14.3.1 you providing us with incomplete or incorrect information or was otherwise due to your fault; 14.3.2 you have acted fraudulently, in which case we will not refund you in any circumstances; or 14.3.3 we are able to show that the authorised amount was received at the appropriate time by the Beneficiary; or 14.3.4 you do not let us know about unauthorised or an incorrectly completed Remittance within thirteen (13) months from the date of the relevant Remittance.

14.4 We will have no liability to you for failure to process or incorrect processing of the Remittance where the reason for this was our refusal or inability to process the Remittance for reasons necessary for our compliance with legal or regulatory obligations to which we are subject.

14.5 Save as set out in clauses 14.1, 14.2, and 14.6, our maximum liability to you:14 14.5.1 under an Account Contract will be limited to £100; and 14.5.2 under any Remittance Contract will be limited to an amount equal to 150% of the amount of the Remittance (plus the Transaction Fees payable to us) under the relevant Contract. Any amounts refunded to you will be taken into account when calculating our maximum liability under this clause.

14.6 Subject to clause 14.2, you agree not to use our service offering for any business purposes and we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

14.7 Nothing in the Terms will affect your legal rights as a consumer. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.

15. Suspension and termination

15.1 If you materially or persistently breach any of these Terms, or applicable law, we may immediately do any or all of the following (without limitation): 15.1.1 issue a warning to you; 15.1.2 terminate your Account Contract and prevent any further access to or use of the Dahabshiil UK Online Remittance Platform and/or Mobile App; 15.1.3 temporarily or permanently withdraw your right to use the relevant Dahabshiil UK Online Service (and any refunds for outstanding Remittances will be in our sole discretion; 15.1.4 issue legal proceedings against you for reimbursement of all costs resulting from the breach (including, but not limited to, reasonable administrative and legal costs); 15.1.5 take further legal action against you; and/or 15.1.6 disclose such information to law enforcement authorities as we reasonably feel is necessary to do so.

16. Changes to the Terms and/or the Mobile App

16.1 We may make changes to the Terms (including, for the avoidance of doubt, the price list) from time to time (if, for example, there is a commercial rationale and/or a change in the law that means we need to change the Terms). If you are a registered Account holder, we will try to give you notice of this ahead of time but if the change is for a legal or critical commercial reason, we may not be able to.

16.2 For the avoidance of doubt, the latest version of the Terms (including, for the avoidance of doubt, the price list) as applicable at the time of your Remittance Request will apply to that Remittance Contract. Please check the Terms (including the price list) regularly and especially before each Remittance Request that you submit to ensure that you understand the Terms that apply prior to making a Remittance Request.

17. Other Important Information

17.1 An Account Contract and any Remittance Contract is between you and us. We may transfer our rights and obligations under these contracts to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your legal15 rights under the contracts. You may only transfer your rights or your obligations under either the Account Contract or a Remittance Contract to another person with our written consent. We may withhold our agreement to such transfer in order to comply with legal and regulatory requirements and for other reasonable reasons.

17.2 Other than as provided in clause 17.1 above, no other person shall have any rights to enforce any of the terms of an Account Contract or a Remittance Contract.

17.3 Each of the provisions of the Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining provisions will remain in full force and effect.

17.4 If we do not insist immediately that you do anything you are required to do under an Account Contract or any Remittance Contract, or if we delay in taking steps against you in respect of you breaching the Account Contract or any Remittance Contract, that will not mean that you do not still have to do those things or prevent us taking steps against you at a later date. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

17.5 We will use third parties to assist us in operating the Dahabshiil UK Online Remittance Platform and/or App, and in carrying out the relevant Dahabshiil UK Online Service. This does not affect your legal rights under an Account Contract or any Remittance Contract between you and us.

18. Questions or complaints

18.1 If you are not satisfied with any aspect of the Dahabshiil UK Online Remittance Platform and/or Mobile App, or the relevant Dahabshiil UK Online Service, please contact us in accordance with clause 1.7.

18.2 We will send you a final response letter within fifteen (15) business days of receipt of your complaint. In exceptional circumstances, we will send you a holding reply within fifteen (15) business days specifying the deadline by which you will receive our response, being not later than thirty five (35) business days from the date of your initial complaint.

18.3 If you do not receive our response or you are unhappy with our response, you may be able to refer the matter to the Financial Ombudsman Service (FOS). Further information, contact details and the eligibility requirements can be found through their website at www.financialombudsman.org.uk. The FOS can also be contacted at Exchange Tower, London E14 9SR.

19. Governing Law and Jurisdiction

19.1 The Terms are governed by English law. This means that the Terms, each Account Contract and each Remittance Contract (and any dispute or claim arising out of or in connection with any part of them, including non-contractual claims or disputes) will be governed by English law.

19.2 As a consumer resident in the United Kingdom: 19.2.1 you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms affects your rights as a consumer to rely on such mandatory provisions of local law; and16 19.2.2 you may bring any dispute which may arise under these Terms to (at your discretion) either the competent court of England, or to the competent court of your country of habitual residence if this country of habitual residence is within the United Kingdom, which courts are - with the exclusion of any other court - competent to settle any of such a dispute. Accordingly, we shall bring any dispute which may arise under these Terms to the competent court of your country of habitual residence if within the United Kingdom.