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Terms & Conditions - UK

PLEASE READ THESE TERMS ANDCONDITIONS CAREFULLY BEFORE CREATING AN ACCOUNT WITH US.

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These Terms and Conditions contain important information about our obligations to you and the limitations of our liability should you suffer a loss as a result of using our money transfer services. If you do not understand any point or are unsure about the risks involved, please contact us for clarification.

You may request a copy of these Terms and Conditions by contacting us via any of the following methods:

  • Phone: +44 (0) 121 7730218 (Free from any payphones or landlines)
  • Post: Altras International Ltd, 156 Great Charles Street, Queensway, Birmingham, B3 3HN, United Kingdom.

1. Agreement between You and Altras International Ltd

This Agreement (the "Agreement") is entered into between you, the Customer(referred to as "you" or "your"), and Altras International Ltd (referred to as "we," "us," "our," or "AIL"). Altras International Ltd is a company registered in England and Wales under company number 5833131, with its registered office located at 156Great Charles Street, Queensway, Birmingham, B3 3HN,United Kingdom.

Altras International Ltd is authorised by the Financial Conduct Authority (FCA)to provide money transfer services under Firm Reference Number PSD/627378and is also registered as a Money Service Business (MSB)with HM Revenue &Customs (HMRC) (Money Laundering Registration No. 12137767).

By using our services, you agree to comply with the terms outlined in this Agreement, which forms a legally binding contract between us. The terms set out in this Agreement may be amended from time to time, and you will be notified of such amendments, which will be effective from the date specified in the notification.

2. Our Services and Your Responsibilities

2.1 Our Commitment to You

We agree to provide you with money transfer services, including but not limited to, person-to-person transfers and person-to-bank transfers. We will exercise reasonable care in providing these services and will take all necessary steps to ensure that your transactions are processed in accordance with applicable laws and regulations, including those set out by the FCA, HMRC, and other relevant authorities.

2.2 Eligibility

To use our services, you must be at least 18 years of age and have the legal capacity to enter into this Agreement. By registering and using our services, you represent and warrant that you meet these requirements.

2.3 Registration and Account Setup

To use our money transfer services, you must create an account on our online platform. During the registration process, you will be required to provide certain personal details, including but not limited to:

  • Your full name
  • Date of birth
  • Residential address (including postcode)

You are also required to create a secure username and password to access your account. You must maintain the confidentiality of your login credentials. AIL will not be held responsible for any losses arising from your failure to protect your account details.

2.4 Verification of Identity and Source of Funds

Incompliance with the Money Laundering, Terrorist Financing, and Transfer of Funds (Information on the Payer) Regulations 2017,we may ask you to provide identification and verify the source of the funds you intend to transfer. This may include providing:

  • Proof of identity (e.g., government-issued identification)
  • Proof of the source of funds (e.g., bank statements, pay slips)

Failure to provide the necessary information may result in the suspension or cancellation of your transaction. We may also request supplementary documents or additional details to comply with regulatory requirements.

2.5 Reference Number

Upon successful registration and initiation of a transaction, a unique reference number will be generated. This reference number is confidential and contains details related to your transaction. You must ensure that your reference number is kept secure and not shared with third parties unless authorised by AIL.

2.6 Responsibility for Transactions

You are responsible for ensuring that all information provided in relation to your transactions is accurate, complete, and up to date. In the event that you authorise another individual to act on your behalf in relation to a transaction, written consent must be provided to AIL. Without such consent, your account and reference number cannot be used by any third party.

3. Acceptance of Terms & Conditions

3.1 Binding Agreement‍

By contacting us via phone, email, or by visiting any of our branches(including but not limited to those in Birmingham and London), and by accepting our offer to perform a transaction, you expressly acknowledge and agree to be bound by these Terms & Conditions. This acceptance also includes any amendments made to these Terms &Conditions, which may be updated from time to time. We will notify you of any material changes to these terms as required by applicable laws and regulations.

3.2 Identification and Proof of Address Requirements‍

Upon registration for our services, you are required to provide valid identification (ID) and proof of address. This is necessary to comply with legal and regulatory requirements, including Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) laws. We may use third-party verification services to authenticate your identification and ensure compliance with relevant regulations.

3.3 Transaction Limitations for High-Value Transfers

‍If your transaction amount exceeds £3,000 per month or £12,000 per year, additional verification may be required. As specified in Clause2.3, you may be restricted from using our online services and will be required to contact our office directly to complete your transaction. We reserve the right to impose limits on the amounts you can transfer through our services.

3.4 Payout Availability‍

Transfers are typically available for payout within minutes, subject to the operational hours of agents in the receiving country or region. Payouts will be made to the beneficiary in the local currency of the receiving destination or in USD, depending on the applicable currency rules of the receiving jurisdiction.

4. Use of Intermediary Service Providers

4.1 Engagement of Third-Party Service Providers‍

We reserve the right to use intermediary banks, financial service institutions, money service businesses, or other third-party providers to facilitate the execution of money transfers in any country or jurisdiction of our choice. By using our services, you consent to our use of such service providers for the purpose of completing your transaction.

4.2 Liability for Intermediary Charges‍

We are not responsible for any additional charges imposed by intermediary providers or correspondent banks involved in processing your transaction. Such fees, including but not limited to collection charges, may be deducted from the transfer amount at the receiving end. You acknowledge and agree that such charges are beyond our control.

5. Money Transfer Service Fees

5.1 Transfer Fees‍

Foreach transfer made, we will charge a Transfer Fee. Transfer Fees are variable and may differ based on factors such as the destination country, the amount being transferred, and the currency used. We reserve the right to change these fees at our discretion, and any changes will be communicated to you as required by applicable laws.

5.2 Fee Adjustments and Charges‍

Transfer Fees may be subject to change at any time without prior notice. Intermediary and correspondent charges, as applicable in some countries, may be deducted from the transferred amount at the recipient's end. These charges will be clearly outlined in your transaction details, and you acknowledge that they are beyond our control.

6. Refusal and Limitation of Transactions

6.1 Refusal of Transactions‍

We may, at our sole discretion, refuse to process any transaction or impose limits on the amount of money that can be transferred. Such limits may be based on various factors, including regulatory requirements, internal risk assessments, or other factors we deem relevant. Transactions may be refused if:

  • We believe the transaction may violate any applicable laws, regulations, or codes of conduct, including those related to anti-money laundering or financial sanctions;
  • We believe the transaction may expose us to regulatory or legal action;
  • The transaction appears to be linked to fraudulent, illegal, or suspicious activities.
6.2Notification of Refusal‍

Where required by law and where feasible, we will inform you of the reasons for our refusal to process a transaction. We will also provide guidance on how to resolve any issues or errors in the money transfer instructions. However, we reserve the right not to provide such notifications if doing so could violate any legal or regulatory obligations.

7. Liability and Responsibility

7.1 Limited Responsibility as Money Transmitter‍

We act solely as a money transmitter and accept no responsibility or liability for the goods or services that are paid for through our money transfer service. You acknowledge that we do not control, endorse, or guarantee the quality, delivery, or performance of goods or services purchased via money transfer. We are not responsible for any disputes that may arise between you and third-party recipients, including issues relating to goods or services purchased.

7.2 Caution Regarding Unknown Recipients‍

We strongly advise that you exercise caution when sending money to individuals or businesses that you do not know personally. You assume full responsibility for any losses or damages arising from sending money to unknown or unverified recipients.

8. Refusal to Perform a Money Transfer Service

8.1 Grounds for Refusal‍

We reserve the right to refuse to perform a money transfer service if:

  • We are unable to obtain satisfactory proof of your identity or address as required by applicable laws;
  • The information provided by you is incomplete, incorrect, or appears to be fraudulent;
  • We fail to obtain full payment for the transaction, including any transfer fees and applicable charges;
  • We do not accept liability for any delays or damages resulting from our refusal to initiate or complete a transaction.

9. Responsibility for Transaction Details

9.1 Accuracy of Recipient Information‍

If you request a transaction to be processed by entering the recipient's ATM card number, you acknowledge that it is your responsibility to ensure the recipient's details are entered correctly. Any mistakes or inaccuracies in the details provided may result in funds being deposited into the wrong account or delays in processing the transaction.

9.2 Transaction Timing and Network Availability‍

The speed at which the transaction is processed depends on the recipient's bank network and operational availability. We do not guarantee immediate processing of transactions, especially in cases where the recipient's bank is unavailable, or where network issues or time zone differences may cause delays.

10. Responsibility for Instant Transaction Processing

10.1 ATM Card Number Transactions‍

If you choose to process a transaction by entering the recipient's ATM card number, you acknowledge and agree that it is your sole responsibility to ensure the accuracy of the recipient's details. Any errors in entering the recipient's information, including but not limited to the ATM card number, may result in the transaction being deposited into an unintended account or cause delays in processing the transaction.

10.2 Service Availability and Transaction Delays‍

Transactions processed through this service are subject to the amount being transferred and the network availability of the recipient's bank. We do not guarantee that the transaction will be completed within a specific time frame, as delays may occur due to technical issues, network limitations, or restrictions imposed by the recipient's bank. You accept full responsibility for any issues arising from delays or misdirected funds resulting from incorrect details provided for ATM card number transactions.

10.3 Transaction Amount Variability‍

The service for processing transactions via ATM card numbers may be subject to fluctuations in transaction amounts and the availability of the recipient's bank network. You acknowledge that such factors are beyond our control, and we do not assume responsibility for any consequences arising from these fluctuations.

11. Transaction Completion and Identification Requirements‍

To successfully complete a transaction, you are required to provide a unique reference number and valid identification. The reference number must be retained by you and provided to us or the recipient when collecting the funds. For specific types of transactions, we may require additional verification or documentation to comply with applicable regulatory requirements. Please contact our customer service team or visit our office for more detailed information about the required identification and documentation based on the nature and jurisdiction of the transaction. This verification process is essential to comply with anti-money laundering (AML) and counter-terrorist financing (CTF) regulations.

12. Confidentiality of Transaction Information‍

You are responsible for safeguarding the confidentiality of your reference number, transaction details, and any other sensitive information related to your transfer. You must not disclose any transaction information, including the reference number or value of the transfer, to any individual or third party other than the intended recipient of the funds. We advise you to ensure that the recipient is the intended party, as disclosing transaction details to unintended recipients may result in loss or misdirected funds. You acknowledge that any breach of this confidentiality requirement may result in unauthorized transactions, for which we cannot be held liable.

13. Bank Transfer Processing Times‍

Upon processing your bank transfer, the funds will be sent to the beneficiary's designated bank account as specified by you during the transaction. If the beneficiary's account is located within the European Economic Area (EEA), the transfer will generally reach the recipient's bank within four business working days (Monday to Friday, excluding public holidays). For countries outside the EEA, the processing time may vary based on the banking practices of the recipient's country. The recipient's bank may also impose its own charges, which are beyond our control and not covered by us.

For more information about the expected processing times and any potential delays when sending money to a recipient outside the EEA, we recommend contacting the recipient's bank directly. We are not liable for delays or issues related to the processing of funds by third-party banks, payment providers, or institutions involved in the transaction.

14. Refunds for Non-Completion of Transactions‍

If we fail to complete your transaction within a reasonable period, you may be entitled to a refund of the total transfer amount and the transfer fee, subject to certain conditions. However, a refund will only be processed if we are unable to prove that the funds were successfully received by the recipient's bank or payout location, or that there was an error in the recipient's information provided by you. Should a refund be requested, it will be processed promptly, and we will provide the transfer amount and the transfer fee back to the payment method originally used.

Please note that if the transfer was completed but there was an error in the recipient's details (e.g., incorrect account information), you may not be entitled to a refund. It is your responsibility to ensure that all recipient information is accurate before confirming the transaction.

15. Liability Limitations‍

In no event shall we be liable for any losses, damages, or consequences resulting from delays, non-delivery, non-payment, under-payment, or any other issues arising from your transaction, regardless of whether these issues are caused by our error, fault, or omission. Our liability in relation to your transaction shall be limited solely to the total amount of the transfer, which includes the principal transaction amount and the associated transfer fee.

We shall not be liable for any indirect, special, incidental, or consequential losses arising from the use of our services, including, but not limited to, lost profits, business interruptions, or reputational damage. This limitation of liability applies even if we were advised or should have been aware of the possibility of such damages.

16. Consequential Losses‍

We do not accept responsibility for any losses or damages that are not a direct result of our actions or omissions. This includes any losses, costs, or damages that are not foreseeable at the time of the transaction, or those that arise due to factors outside of our reasonable control. We are not liable for any business losses, including, but not limited to, loss of revenue, loss of business profits, or loss of business opportunities resulting from delays or failure to complete transactions within a reasonable time frame.

Our liability is strictly limited to the direct loss of funds involved in the transaction, excluding any incidental or consequential damages.

17. Force Majeure and Uncontrollable Circumstances‍

We shall not be held responsible for any failure or delay in performing our obligations under these terms and conditions if such failure or delay is caused by circumstances beyond our reasonable control. These may include but are not limited to acts of God, natural disasters(e.g., earthquakes, floods), acts of government or regulatory authorities, civil unrest, wars, strikes, or any disruption in the third-party services or banking systems used to process the transaction.

In such circumstances, we will notify you as soon as possible and make reasonable efforts to resume or complete the transaction. However, we shall not be held liable for any delays, errors, or failures caused by such external factors.

18. Notification of Issues with Transfers‍

You must notify us immediately if you believe that a transfer was not completed properly, if the funds have not been received by the intended recipient, or if there are any issues with the transaction. We recommend that you promptly inform us to allow us to investigate the matter and resolve the issue efficiently.

We will not accept responsibility for any delay or failure to resolve issues if you fail to notify us within a reasonable time frame, which shall be within 13 months from the date the transfer was initiated. After this period, we may be unable to assist with your claim, and no refund will be provided.

19. Exclusion of Indirect or Consequential Damages‍

We expressly disclaim liability for any incidental, indirect, special, or consequential losses, damages, or costs incurred by you in connection with our services. This includes, but is not limited to, any loss of business profits, business opportunities, data, or good will. We are not responsible for any losses arising from the use of our service by you or the recipient, including any losses resulting from delays in fund transfer, incorrect recipient details, or any other errors or omissions in the process.

Our liability for any breach of these terms is limited to the direct losses incurred by you, which shall not exceed the amount of the transaction and the transfer fees paid for that transaction.

20. Cancellation and Third-Party Rules‍

You acknowledge that any request for the cancellation of a transaction is subject to the cancellation policies and rules of the intermediary banks, financial service institutions, or other third-party money service businesses involved in the execution of the transaction. These entities may charge their own cancellation fees or impose restrictions on cancellations.

We will not be responsible for any charges or penalties imposed by third-party service providers. It is your responsibility to contact the relevant parties if you wish to understand the specific cancellation terms, fees, and conditions that may apply to your transaction.

21. Refund Upon Cancellation

In the event that a customer wishes to cancel a transaction, the amount refunded to the customer will be the original transaction amount minus the applicable cancellation charge. The cancellation charge isas follows: £5 (GBP), $5 (USD), €5 (EUR), or $5 (CAD), depending on the currency of the original transaction. In addition to the cancellation charge, any fees charged by third-party institutions, such as intermediary banks, correspondent banks, financial institutions, or other money service providers, will also be deducted from the refund amount. These charges may include, but are not limited to, back-end processing fees, wire transfer fees, or exchange rate-related charges imposed by the third parties involved in the transfer.

The customer acknowledges that the exact cancellation charges and third-party fees are variable and depend on the transaction's route and destination, which are beyond our control. The customer understands and accepts that any refund requests are subject to these deductions, and the final refunded amount may be less than the original transaction value. Refunds will be processed in the original currency of the transaction or another currency as mutually agreed upon between the customer and us. Refunds will be initiated promptly once the cancellation is confirmed, subject to third-party approval.

22. Compliance with Laws and Suspected Transactions

22.1 All money transfers are subject to the laws and regulations governing monetary transactions in the United Kingdom, the destination country, and any intermediary countries involved in the transfer. These regulations may include, but are not limited to, Anti-Money Laundering (AML), Counter-Terrorist Financing (CTF), and sanctions compliance, as well as laws relating to the prevention of fraud and financial crimes.

22.2 If any transaction is deemed suspicious or potentially illegal, or if it violates applicable laws or regulations, we reserve the right to block, freeze, or suspend the transfer at any stage of the process. Transactions may be blocked or frozen if they are flagged as potentially suspicious or if they involve individuals, entities, or countries subject to sanctions or restrictions under relevant laws. The customer and recipient are fully responsible for providing all necessary documentation and clarifications to demonstrate the legitimacy of the transaction and the funds involved.

22.3 If a transaction is frozen or blocked due to suspected illegal activity, we will cooperate with law enforcement and regulatory authorities as required by applicable law. The customer and recipient agree to fully cooperate with us and with any relevant authorities to resolve any compliance-related issues. Failure to provide the requested information or clarification may result in the permanent suspension or cancellation of the transaction. In such cases, we may also notify the customer of the reasons for the suspension and the steps required to rectify the situation, in accordance with applicable legal requirements.

23. Screening for Compliance with Anti-Money Laundering (AML) Regulations

23.1 In compliance with Anti-Money Laundering (AML) laws, Counter-Terrorist Financing (CTF) regulations, and other financial crime legislation, we are required to screen all transactions against lists provided by various government agencies, regulatory bodies, and other relevant authorities. These lists include, but are not limited to, sanctions lists and lists of politically exposed persons (PEPs), as well as individuals or entities suspected of being involved in criminal activities.

23.2 If a potential match with a restricted person or entity is identified during the screening process, we reserve the right to suspend the transaction until further verification is completed. This may involve requesting additional information from the customer, the recipient, or both, to confirm the legitimacy of the transaction and ensure that the funds are not associated with any illegal activity.

23.3 We will not proceed with the transaction until we have received the necessary clarification or documentation. The customer agrees to provide all requested information promptly and acknowledges that delays in providing such information may result in significant delays or cancellation of the transaction. We also reserve the right to report suspicious transactions to relevant authorities, including law enforcement and regulatory bodies, as required by law.

24. Force Majeure and Unforeseeable Circumstances

We will not be held liable for any failure or delay in the performance of our obligations under these terms and conditions if such failure or delay is caused by circumstances beyond our reasonable control. This includes, but is not limited to, events classified as Force Majeure, such as:

  • Acts of God (e.g., natural disasters like earthquakes, floods, or storms)
  • Strikes, industrial actions, or labor disputes
  • Failures in electrical or power supplies
  • Interruptions in communication networks or data transmission systems
  • Mechanical breakdowns or system outages
  • Governmental actions, laws, or regulations that affect our ability to perform
  • Public health emergencies, pandemics, or other widespread health crises
  • Terrorist attacks or other acts of violence or sabotage

In such cases, we will make reasonable efforts to notify the customer of any delays or disruptions that may occur due to these unforeseen circumstances. This notification will be provided as soon as reasonably possible, either through our website, branches, or other communication channels. However, we shall not be held responsible for any damages, losses, or costs incurred by the customer or recipient due to these circumstances, and we will not be required to compensate for any delays or non-performance of services caused by Force Majeure events.

25. Legal Reporting and Obligations

We comply fully with applicable laws and regulations related to financial services, including but not limited to Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) regulations. As such, we reserve the right to report any suspicious transactions to the relevant government authorities, regulatory bodies, and law enforcement agencies, as required by law.

This includes instances where a transaction or its details appear to be linked to criminal activity, such as money laundering, fraud, or terrorist financing. We will cooperate with law enforcement and regulatory authorities to the extent required by applicable law. The customer acknowledges and agrees that we may be required to disclose certain details of the transaction, including the customer's identity and transaction information, to such authorities.

We will make every reasonable effort to maintain confidentiality unless we are required by law to disclose information.

26. Disclaimer of Warranties and Service "As-Is"

The services provided are offered on an "as-is" and" as-available" basis. To the fullest extent permitted bylaw, we expressly disclaim all warranties, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement of third-party rights.

Specifically, we make no representations or warranties that:

  • The service will meet the customer's requirements, expectations, or preferences
  • The service will be uninterrupted, timely, secure, or error-free
  • The results obtained from the use of the service will be accurate, reliable, or error-free
  • The quality of any products, services, information, or other materials obtained through the service will meet the customer's expectations

The customer acknowledges and agrees that they are using the service at their own risk and discretion. No advice or information, whether oral or written, obtained from us through or in connection with the service, shall create any warranty or obligation not expressly stated in this agreement.

27.Governing Law and Jurisdiction

27.1 This agreement shall be governed by and construed in accordance with the laws of England and Wales. Any disputes, claims, or controversies arising out of or in connection with this agreement, including those related to the services provided, shall be subject to the exclusive jurisdiction of the courts of London, England.

27.2 The customer agrees that all communications, notices, and correspondence related to this agreement shall be in English. We will communicate with the customer in English regarding any legal matters, transaction details, and customer service inquiries.

28. Data Collection, Storage, and Sharing

28.1 By using our services, the customer acknowledges and consents to the collection, storage, and processing of personal data, including but not limited to the personal details of the customer and recipient, transaction details, and any other necessary information for the purpose of completing the transaction. This information will be stored in our secure database and may be shared with third parties, including intermediaries, correspondent banks, and other financial institutions, located within or outside the European Economic Area (EEA), to facilitate the completion of the transaction.

28.2 We may also use the personal data to inform customers about products, services, promotions, and other marketing initiatives in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR). We will ensure that all third-party recipients of the personal data comply with applicable data protection laws and are authorized to process the data for the purposes outlined in this agreement.

29. Customer Rights Regarding Personal Data

29.1 Under the applicable data protection laws, including the General Data Protection Regulation (GDPR), the customer has the right to access, correct, or update their personal data held by us. The customer may also request that we delete their personal data or restrict its processing in certain circumstances, such as when the data is no longer necessary for the purposes for which it was collected.

29.2 To exercise these rights, the customer must submit a request in writing, either by email or postal mail, to the designated contact provided by us. We will respond to the customer's request within the time frame prescribed by applicable data protection laws.

30.Transaction Records and Retention

30.1 We will retain records of all transactions processed through our services, as required by applicable laws and regulations. Transaction records will be kept for a minimum of five years, or longer if required by law, from the date of the transaction or the completion of the relevant services.

30.2 The customer has the right to request access to their transaction records and may request corrections to any inaccuracies. We will maintain the confidentiality of transaction records and ensure that they are accessible to the customer in compliance with relevant legal requirements.

31.Notices

All notices, statements, or other communications required or permitted under this Agreement must be provided in writing. Notices may be delivered by hand, sent by first-class pre-paid post, fax, or email, addressed to the receiving party at the address or contact details as set out in these Terms and Conditions, or as otherwise notified to the other party in writing from time to time. Notices will be deemed to have been received as follows::

  • If delivered personally: The notice shall be deemed to have been received at the time of delivery to the address specified in the notice, provided that the notice is delivered during normal business hours (Monday to Friday, 9:00 AM to 5:30 PM, excluding public holidays in the United Kingdom).
  • If sent by first-class pre-paid post: The notice shall be deemed to have been received two (2) working days after the date of posting. For the avoidance of doubt, the term "working day" excludes Saturdays, Sundays, and any public holidays in the United Kingdom. The postmark date on the envelope or package will be considered the date of posting.
  • If sent by fax: The notice will be deemed to have been received at the time of transmission, provided that the transmission is made during normal business hours. If the transmission occurs after normal business hours, it shall be deemed received at 9:00 AM on the following business day.
  • If sent by email: The notice shall be deemed to have been received at the time the email is sent, provided that the sender has received a confirmation of receipt (e.g., "read receipt" notification) from the recipient's email system, or the email is not returned due to technical issues. If the email is sent outside normal business hours, it will be deemed to have been received at 9:00 AM on the next business day.

For purposes of this clause, "business hours" are defined as the hours between 9:00 AM and 5:30 PM (GMT) on Monday through Friday, excluding public holidays in the United Kingdom. It is the responsibility of each party to ensure that up-to-date contact details are provided to the other party. Should any notice or communication be returned as undelivered, the sending party will take reasonable steps to re-send the notice to an alternative address, email, or contact number provided.

32. Language of Correspondence

32.1 All correspondence, communications, legal notices, and documents related to these Terms and Conditions, including but not limited to transactional statements, account updates, and agreements, will be issued in English. This is to ensure clarity, consistency, and legal compliance with UK laws and regulations, as well as to provide a common language for all parties involved.

32.2 However, if you require translations of these Terms and Conditions or other documents, we may provide translations into another language upon request. Please note that the provision of such translations is at the customer's own expense, and you agree to bear any costs incurred in the translation process. Additionally, in the event of any discrepancy between the English version of the documents and the translated version, the English version will take precedence.

32.3 It is important to note that all legally binding communication and correspondence under this Agreement, including notices of any changes to these Terms and Conditions, will be made in English. This ensures that both parties have a shared understanding of all contractual obligations, ensuring consistency and preventing miscommunication.

33. Customer Service and Complaints

At Altras International Ltd, we are committed to providing excellent customer service and resolving any issues promptly. If, for any reason, you are dissatisfied with the service provided, we encourage you to contact us directly so that we can work together to address your concerns.

You can submit a complaint by contacting our Complaints Officer in writing, via email, or by post, using the contact details provided below:

Complaints Officer
Altras International Ltd
156 Great Charles Street, Queensway
Birmingham, B3 3HN
United Kingdom
Tel: +44(0) 121 773 0218
Email: complaints@altras.co.uk

We aim to acknowledge all complaints within five (5) working days of receipt. Once we have acknowledged your complaint, we will investigate it thoroughly and work towards resolving the issue as quickly as possible. We strive to provide a final response to all complaints within eight (8) weeks from the date we received the complaint. Should we require more time to resolve your complaint, we will inform you promptly of the progress and provide an estimated time frame for resolution.

If you are dissatisfied with the resolution or outcome of your complaint, or if you do not receive a final response within the specified eight-week period, you have the right to escalate your complaint to the Financial Ombudsman Service. You must contact the Ombudsman within six(6) months from the date of our final response, as failure to do so may result in the Ombudsman being unable to consider your complaint.

Contact Details for the Financial Ombudsman Service:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
United Kingdom
Tel: +44 845 080 1800
Email:complaint.info@financial-ombudsman.org.uk
Website:www.financial-ombudsman.org.uk

We are committed to resolving your concerns fairly, impartially, and inline with the relevant regulatory guidelines.

34. Complaint Handling Procedure

34.1 We take all complaints seriously and handle them with utmost priority and in compliance with regulatory standards. Our approach to complaint handling is designed to ensure that all complaints are resolved promptly, transparently, and fairly. If additional time is required to resolve your complaint, we will send you a written acknowledgment within five(5) working days from the date of receipt. This acknowledgment will include an estimated time frame for resolution and provide you with information on the steps we are taking to address your concern.

34.2 In compliance with the Financial Conduct Authority (FCA)and other relevant regulations, we will ensure that your complaint is handled by a qualified representative who will thoroughly review the matter and determine the appropriate course of action. In cases where we require further information to investigate the complaint fully, we will request such details from you and will keep you updated throughout the process.

34.3 If we are unable to resolve the issue within the specified eight-week period, we will send you a final response letter that details the outcome of our investigation and the resolution we have proposed. If you are dissatisfied with our final response, or if we fail to provide a final response within the designated eight-week period, you have the right to refer the matter to the Financial Ombudsman Service for further review.

35. Third-Party Services and Terms

35.1 As part of our business operations, we act as agents or clients of other third-party money transfer service providers. In such cases, when you avail yourself of the services of these third-party providers through our platform, you acknowledge and agree that the terms and conditions of those third parties will apply to the transaction in addition to our own Terms and Conditions.

35.2 You understand that by using these third-party services, you are also bound by their respective terms, and we do not assume responsibility for any actions, omissions, or liabilities related to the performance of those services. Should any dispute arise from your use of a third-party service, you agree to address it directly with the third-party provider in question.

35.3 For your convenience, we encourage you to consult with our staff for further details regarding the terms and conditions applicable to third-party services. We will always ensure that you are fully informed before engaging in any transaction with a third party.

36. Indemnification

You agree to indemnify, defend, and hold harmless Altras International Ltd, its affiliates, subsidiaries, directors, officers, employees, agents, and any co-branded partners from any and all claims, demands, liabilities, damages, losses, expenses, costs (including legal fees),arising out of or in connection with:

  • Your use of the services provided by Altras International Ltd;
  • Any violation or breach by you of the terms of this Agreement;
  • Your violation of any third-party rights, including but not limited to intellectual property rights or privacy rights;
  • Your wrongful or negligent conduct that leads to loss, damage, or harm to another party.

This indemnification obligation applies whether the claim arises due to direct actions or indirect consequences resulting from your breach of this Agreement. You agree to cooperate fully with us in the defense of any claim that may arise, and you shall bear all costs associated with defending such claims, including reasonable attorneys' fees.

37. Third-Party Rights

37.1 This Agreement is intended solely for the benefit of the parties to this contract. No third party, unless expressly stated, shall have any rights to enforce any terms of this Agreement, or derive any benefit from it. This clause applies regardless of any implied right sunder the Contracts(Rights of Third Parties) Act 1999.

37.2 No third-party beneficiary status shall be conferred to any individual or entity outside the parties to this Agreement, unless explicitly stated in writing. Therefore, no third party shall have the right to claim benefits, remedies, or enforcement of this Agreement unless they are named as a party.

38. Closure of Account by Customer

You may close your Altras International Ltd account at any time by submitting a request to our Customer Support team via email, telephone, or in writing. Upon receiving your request, we will close your account within a reasonable time frame, subject to the resolution of any outstanding transactions, fees, or obligations. We reserve the right to delay the closure process if any pending issues need to be resolved.

Please ensure that you have no outstanding balances or disputes before requesting closure, as failure to settle these may result in a delay or refusal of the closure request.

39. Closure of Account by Altras International Ltd

39.1 We may, in our sole discretion, close your Altras International Ltd account at any time if we determine that your actions have caused or could potentially cause damage to our business or reputation. Such actions include, but are not limited to, the use of our services for fraudulent purposes, abusive behavior towards staff, or violations of any applicable laws or regulations.

39.2 We also reserve the right to suspend or close your account without prior notice if we suspect that an investigation is required or if your actions are deemed harmful to our services, operations, or customers. Should your account be closed, we will notify you as soon as reasonably possible.

40. Changes to the Agreement

We reserve the right to amend or update this Agreement at any time. Any changes to this Agreement will take effect immediately if they are:

  1. More favorable to you;
  2. Required by applicable law or regulation.
  3. Related to the addition of new services or functionality that does not reduce your rights or increase your obligations.

Changes to exchange rates or fees may be implemented immediately without prior notice, and you will not have the right to object to such changes. We will notify you of any significant amendments or updates in accordance with the notice provisions outlined in Clause 31.

By continuing to use our services after such changes have been made, you are deemed to have accepted the updated terms.

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