TERMS AND CONDITIONS RELATING TO ONLINE ORDERS FOR TRAVEL MONEY, CLICK & COLLECT AND HOME DELIVERY SERVICES
Definitions:
‘You/Your’ – The customer who has placed an Order via Our Website.
‘Order’ – The online order of Travel Money using Our Travel Money Service.
These terms and conditions apply only to the Travel Money Click & Collect (C&C) and Home Delivery (HD) services we offer to customers. These terms and conditions are additional to our General terms and conditions which can be found here. If conflict arises between these Travel Money Click & Collect and Home Delivery terms and conditions and our General terms and conditions, the Travel Money Click & Collect and Home Delivery terms and conditions shall be taken to be correct.
1. Minimum Order Values
The minimum order value for C&C for Euros and US Dollars is £50 or the equivalent of in the selected currency and £100 in all other currencies or the equivalent of in the selected currency when using this C&C service.
The minimum order value for HD is £100 or the equivalent of in the selected currency
2. Maximum Order Values
The maximum order value through the C&C service in a single transaction is £7,000.
The maximum order value in any 90 day period through the C&C service is £10,000.
The maximum order value through the HD service in a single transaction is £2,500.
You may be required to provide further information should you require more than £7,500 through the HD service in any 90 day period.
Orders are also subject to customers complying with all applicable laws and regulations, including those relating to anti-money laundering regulations and may be subject to currency exchange restrictions or further monetary limits.
3. Charges and Payment
All orders must be fully paid in pounds sterling (£) at the time of ordering by debit card only.
We will aim to inform you as soon as possible if there is an issue with the payment authorisation process or with any validation checks for your order. We will not accept your order if payment is not authorised. Where there are issues with the authorisation process or validation checks, your order may be delayed as a result, for which we are not liable.
The amount payable by you to us will be calculated in accordance with the rates available on the Website. The exchange rates quoted by us are subject to change and these may vary from the rates provided in branches owned or operated by us or on our behalf. We will use the exchange rate (as set by us) that appears on the ordering screen at the time we receive your order and we will confirm this rate to you when we complete your order.
4. Placing an Order
All orders placed must be in the same name as that of the debit card being used to pay for the order.
C&C Orders can be placed up to 4 days in advance of the collection date. C&C Orders can only be collected by the debit cardholder.
HD Orders can be placed up to 7 days in advance of the required delivery date.
The availability and restrictions on C&C collections can be found here and our HD Timetable can be found here.
5. All Orders
You must provide the information We request to allow us to process your order. We reserve the right to request further information from you at any time to enable us to complete your order and/or to comply with any regulatory requirements.
We will use various procedures to authenticate each transaction to ensure compliance with regulation and best practice. We may at any time, decline to process your order or any part of your order for any reason, for example if we are unable to secure a supply of the currency you requested before the collection date or HD date or to comply with laws and regulations. Where we cancel an order, we will not charge you.
By placing an order, you confirm that the details contained in the order are correct in all respects. A confirmation screen will be displayed once you have placed your order. This will set out the details of your order and will confirm receipt of your order only. Your order will not be accepted by us until we send you email confirmation.
6. Collecting Your Travel Money
Orders must be collected by the debit cardholder only from the Ramsdens’ branch selected during the ordering process. Details of the nominated Ramsdens’ branch including address, opening times and telephone number can be obtained on our Website using our branch locator. Collection is subject to the opening times of the nominated Ramsdens’ branch.
At the time of collection, the debit cardholder must produce the debit card used to make the purchase - this can either be the physical card, or in the event of payment being completed via Apple Pay, an electronic version confirming the customer's name and showing the last 4 digits of the long card number (PAN number), a print out of the confirmation email or reference number and for identification purposes either:
1. a valid passport; or
2. a valid UK Photographic Driving Licence.
We reserve the right to request further information and identification (such as proof of residential address dated within our requested time period) in accordance with anti-money laundering legislation and/or our policies from time to time.
The name on the debit card used to place the order must match that on the identification document(s) provided to us. To enable us to comply with our anti-money laundering and/or other legal obligations and our internal risk and fraud policies, we reserve the right to take a copy of the debit cardholder’s identification document(s) and the debit card used to make the purchase, at the time of collection.
7. Failure to Collect your C&C order
If You fail to collect your Order from the nominated Ramsdens’ branch within 4 Working Days of the collection date, Your Order will be marked as “not-collected” and will be cancelled. Cancelled Orders will be converted back into pounds sterling at our ‘buy’ exchange rate prevailing on the date of cancellation.
The refund of Your cancelled Order will:
- be refunded the sum that has been reconverted back into pounds sterling at the 'buy' exchange rate prevailing on the date of cancellation; or
- be refunded the original pounds sterling value of Your Order, less a £10 fee which goes towards covering the administration costs We will incur in processing Your cancellation (and, if necessary, reconversion of money)
We will select the best monetary option for you. This does not apply if you have taken our Buy Back Guarantee in which case the benefits of that guarantee will be applied to any cancellation.
If We process a refund for You, the date the monies reach Your bank account is dependent upon your bank processing the refund. This could take between 2 and 10 Working Days.
Home Delivery of Your Order
- You may select a specific working day for delivery of your order up to 7 days in advance. Please see note 2.
- All orders are sent by Royal Mail Special Delivery and will be subject to Royal Mail’s Special Delivery terms and conditions (a copy of which is available from Royal Mail upon request). For this reason, we are unable to guarantee that Saturday deliveries and deliveries to certain remote places within the United Kingdom will be made in accordance with the order confirmation and delivery times stated above.
- All foreign currency must be sent to your debit card billing address.
- A signature will be required on delivery. If there is any dispute as to whether delivery was achieved then evidence of a signature at the delivery address will be conclusive proof that the foreign currency banknotes were delivered to the required delivery address.
- We may stop a delivery at any time if we reasonably suspect that the service is being used fraudulently.
Whilst We believe that Royal Mail take the utmost care, sometimes things can go wrong. If Royal Mail lose a parcel, We will not refund You until such a time as Royal Mail complete their claims process. This process usually takes 30 days but may be longer.
In the event We are required to refund of Your lost Order, it will:
- be refunded the sum that has been reconverted back into pounds sterling at the 'buy' exchange rate prevailing on the date of cancellation; or
- be refunded the original pounds sterling value of Your Order, less a £10 fee which goes towards covering the administration costs We will incur in processing Your cancellation (and, if necessary, reconversion of money)
We will select the best monetary option for you. This does not apply if you have taken our Buy Back Guarantee in which case the benefits of that guarantee will be applied to any cancellation.
If We process a refund for you, payment will be refunded back to the debit card used to complete the order, the date the monies reach your bank account is dependent upon your bank processing the refund. This could take between 2 and 10 Working Days.
8. Your Right to Make Changes
If you wish to make a change to Your Order, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the currency, the timing of collection, delivery or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
9. Your Right to Cancel
If you have placed an order for home delivery, this cannot be cancelled or amended once your Order has been completed by Us.
If you have placed an order for collection, this order can be cancelled at any time prior to collection by emailing: [email protected]
Where you wish to cancel your C&C order , you can either:
- be refunded the sum that has been reconverted back into pounds sterling at the 'buy' exchange rate prevailing on the date of cancellation; or
- be refunded the original pounds sterling value of your order, less a £10 fee which goes towards covering the administration costs we will incur in processing your cancellation (and, if necessary, reconversion of money)
We will select the best monetary option for you. This does not apply if you have taken our Buy Back Guarantee in which case the benefits of that guarantee will be applied to any cancellation.
If we process a refund for you, the date the monies reach your bank account is dependent upon your bank processing the refund. This could take between 2 and 10 Working Days.
10. Our Right to Cancel
We reserve the right to cancel any order at any time and issue a full refund. If we process a refund for you, the date the monies reach your bank account is dependent upon your bank processing the refund which could take between 2 and 10 Working Days.
11. Pricing and payment
If a pricing error is made on our Website or in the ordering process we will inform you as soon as possible and give you the option of buying the currency at the correct price or cancelling the order. If we cannot get in contact with you to notify you of the error, your order will be cancelled. In those circumstances, no payment will be taken from you or, if applicable, any payment taken in advance will be refunded.
Travel Money rates shown on our website take precedent over rates that have been extracted and displayed outside of it.
12. Payment Security
We use secure server software to make our internet transactions secure. All debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment your Order will not be accepted.
3D Secure is a payment verification protocol used by card issuers to prevent card fraud. Cards registered with 3D Secure require the user to enter a Personal Identification Number, code or password.
3D Secure verifies the card details provided by you. The system is completely automated and we do not store or process any of the data provided by the 3D Secure system.
13. Limitation of Liability
We do not make any representation or give any warranty in respect of our Website or its content. The information services on our Website are intended for use by holiday or business travellers or by individuals seeking foreign currency notes, and should not be used for speculation or investment. The information and other content of our Website are not intended to amount to advice.. We accept no responsibility or liability arising from any reliance placed on such services by any visitor to our Website or by anyone who may be informed of any of its contents. We use reasonable care and skill in providing the Travel Money service. However, we are not be liable to you for the following:
- any failure by you to provide us with correct information when an order is placed;
- any failure on the part of Royal Mail or any other carrier we use to deliver an order on time to the nominated Ramsdens’ branch or your home
- if we are unable to perform any of our obligations to you due to failure of any technical systems or for any other reasons beyond our reasonable control including, without limitation, war, terrorism, government action, natural disaster, and industrial dispute;
- any loss of information or unauthorised use of data arising as a result of you using encryption systems below our recommended level (4096 bit RSA Encryption) or
- any indirect, or consequential losses, claims or damages suffered by you in respect of your use or delay or inability to use our Website or the Travel Money service however caused.
Our maximum liability to you in respect of each use of our Travel Money service for any order shall be to refund the purchase price in GBP of that order. The disclaimers and limitations of liability in these Conditions shall not apply to any damages arising from death or personal injury caused by the negligence of any of our employees or agents or for fraud.
If any provisions of these terms and conditions, including any disclaimers and limitations, are found to be unlawful or unenforceable then such provisions shall fall away and will not affect the validity and enforceability of the remaining terms. This does not affect your statutory rights.
About these terms and conditions
Ramsdens Financial Limited ("We/Our/Us") are registered in England and Wales under company number 03045495 and our registered office address is Unit 16 Falcon Court, Preston Farm Industrial Estate, Stockton on Tees, TS18 3TU. Our VAT number is 654256431.
These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content. Because we provide a range of services and products online, there are some general terms and conditions which apply to everything we do, and there are some that relate to specific types of product or services which we provide.
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
If you have any questions or comments, please contact us:
Write to: Ramsdens Financial Limited, PO Box 211. Middlesbrough TS8 8AU
Email us at one of the following:
Our Foreign Currency Team at [email protected]
Our Customer Feedback Department at [email protected]
If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
Our contract with you
Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
If we are unable to accept your order, we will inform you of this and will refund any monies paid. This might be because a currency is out of stock.
Our website is solely for the promotion of our products in the United Kingdom.
Other important terms
Our Travel Money service is only available to customers who are aged 18 or over and who reside in and access the service from the United Kingdom.
We may transfer our rights under these terms and conditions to another business where we reasonably believe your rights will not be affected.
If you breach these terms and conditions, we are permitted to use such remedies available to us at any time to rectify this.
We shall not be responsible for any breach of these terms and conditions caused by circumstances beyond our reasonable control.
If you are a consumer, please note that these terms and conditions, its subject matter and its formation, are governed by English law. Both parties agree that the courts of England and Wales will have exclusive jurisdiction. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
If you are a business, these terms and conditions, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.
If any part of these terms and conditions is found to be invalid by law, the remaining terms shall be valid and enforceable.
These terms and conditions were last updated on 23rd January 2025.