1. About The Currency Account
1.1. The Currency Account service is provided by Wirepayer Ltd (Wirepayer), a company incorporated under the laws of England and Wales with Registration No. 07666629. Wirepayer Ltd is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 and the Payment Services Regulations for the issuing of electronic money and the provision of payment services with FCA registrations number 900413.
2. Scope of these Terms & Conditions
2.2. You are also advised to read the answers to the "Frequently Asked Questions" which are published on our Website.
2.3. Depending on the type of account you have, additional terms and conditions may apply as communicated to you at the appropriate time.
3. Your Account
3.1. Your account is an online money account which enables you to buy currency, sell currency, send and receive electronic payments.
3.2. The funds on your account are held in accordance with the Payment Services Regulations 2009 (Reg. No. FRN 563186) for the provision of payment services and the relevant national legislation of the United Kingdom.
3.3. Subject to section 7, the money held on your account does not expire but it will not earn any interest.
3.4. You have the right to withdraw funds from your account at any time. However, you may be required to confirm your identity beforehand. There is no minimum withdrawal amount but the funds on your account must be sufficient to cover any applicable withdrawal fee. You can choose the method of withdrawal when submitting your withdrawal request.
3.5. The Currency Account Service is not a bank account. By accepting these Terms & Conditions you acknowledge that the UK's Financial Services Compensation Scheme (FSCS) does not apply to your account. In the unlikely event that we become insolvent, you may lose the money held in your account. However, we strictly adhere to the legal requirements under the Payment Services Directive 2009 and UK national legislation which are designed to ensure the safety and liquidity of funds deposited in online money accounts. For further information on how we hold customer funds, please contact our support team.
3.6. The money on an account belongs to the person or legal entity which is registered as the account holder. No person other than the account holder has any rights in relation to the funds held in an account, except in cases of succession. You may not assign or transfer your account to a third party or otherwise grant any third party a legal or equitable interest over it.
3.7. Your account may be subject to upload, payment and withdrawal limits, depending on your country of residence, the verification status of your account and other factors used by us to determine such limits from time to time at our sole discretion.
4. Opening Your Account
4.2. If you are an individual, you must be 18 years or older to use our services and by opening an account you declare that you are 18 years or older. This does not apply to products for which we set a different age limit. We may require at any time that you provide evidence of your age.
4.3. You may only open one account unless we explicitly approve the opening of additional accounts.
4.4. You may only open an account if it is legal to do so in your country of residence. By opening an account you represent and warrant to us that your opening of an account does not violate any laws or regulations applicable to you. You shall indemnify us against any losses we incur in connection with your breach of this section.
4.5. All information you provide during the signup process or any time thereafter must be accurate and truthful.
4.6. You may only add payment instruments (such as bank accounts or debit cards) to your account if you are the named holder of that payment instrument. We take any violation of this requirement very seriously and will treat any attempt to add a payment instrument of which you are not the named holder as a fraudulent act.
4.7. If you have any intention to use your account for commercial purposes, you must tell us, even if you use it also for private purposes. If you have stated that you will use your account for private purposes only, you must tell us immediately before, at any point in the future you use it for commercial purposes by contacting Customer Service. You are using your account for commercial purposes if you are receiving payments for or in connection with any business activity. We reserve the right to determine whether, in our reasonable opinion, you are using your account for commercial purposes. If you are in any doubt about whether or not an activity amounts to a commercial activity, you should contact Customer Service.
4.8. You should not use your account for speculative purposes such as by trying to profit from fluctuations in foreign exchange rates and you should tell us if that is your intention. In such circumstances we reserve the right to close your account immediately and in so doing we shall not be liable to account to you for any gains or losses occasioned by closing your account.
4.9. Within 14 days of the date of opening your account, you may close your account at no cost by contacting Customer Service, however, if you have uploaded funds into your account, you may be required to provide identification documents before being able to withdraw funds. Transactions and fees for transactions undertaken before you close your account (including those transactions that are not revocable and have been initiated but not completed before closure of your account) will not be refunded.
5. Maintaining Your Account
5.1. You must ensure that the information recorded on your account is always accurate and up to date and we shall not be liable for any loss arising out of your failure to do so. We may ask you at any time to confirm the accuracy of your information or to provide documents or other evidence.
5.2. We may contact you by email or in other ways described in section 18 with information or notices regarding your account. It is your responsibility to regularly check the proper functioning of your email account or other methods of communication that you have registered with your account and to retrieve and read messages relating to your account promptly. We shall not be liable for any loss arising out of your failure to do so.
5.3. Fund uploads, payments received, payments sent and fund withdrawals are displayed in your online transactions history together with the fees charged. Each transaction is given a unique transaction ID and shown in the transaction history. You should quote this transaction ID when communicating with us about a particular transaction. You should check your account balance and transaction history regularly. You should report any irregularities or clarify any questions you have as soon as possible by contacting Customer Service.
5.4. Subject to the provisions of section 8 below, in order to claim a refund for an unauthorised or incorrectly executed payment transaction on your account you must notify us without undue delay after becoming aware of the unauthorised or incorrect transaction and in any event no later than thirteen (13) months after the debit date of the transaction.
6. Keeping Your Account Safe
6.1. You must take all reasonable steps to keep your account password and PIN safe at all times and never disclose it to anyone. Our personnel will never ask you to provide your password or PIN to us or to a third party. Any message you receive or website you visit that asks for your password, other than The Currency Account website should be reported to us. If you are in doubt whether a website is genuine, you should contact Customer Service. It is advisable to change your password regularly (at least every three (3) to six (6) months) in order to reduce the risk of a security breach in relation to your account. We also advise you not to choose a password that is easily guessed from information someone might know or gather about you or a password that has a meaning. You must never allow anyone to access your account or watch you accessing your account.
6.2. If you have any indication or suspicion of your account, login details, password or other security feature being lost, stolen, misappropriated, used without authorisation or otherwise compromised, you are advised to change your password and PIN. You must contact Customer Service without undue delay on becoming aware of any loss, theft, misappropriation or unauthorised use of your account, login details, password or other security features. Any undue delay in notifying us may not only affect the security of your account but may result in you being liable for any losses as a result. If you suspect that your account was accessed by someone else, you should also contact the police and report the incident.
6.3. We may suspend your account or otherwise restrict its functionality on reasonable grounds relating to the security of the account or any of its security features or if we reasonably suspect that an unauthorised or fraudulent use of your account has occurred or that any of its security features have been compromised. We will notify you of any suspension or restriction and of the reasons for such suspension or restriction in advance or, where we are unable to do so, immediately after the suspension or restriction has been imposed, unless notifying you would be unlawful or compromise our reasonable security interests. We will lift the suspension and/or the restriction as soon as practicable after the reasons for the suspension and/or restriction have ceased to exist.
6.4. You must take all reasonable care to ensure that your email account(s) are secure and only accessed by you, as your email address may be used to reset passwords or to communicate with you about the security of your account. In case any of the email addresses registered with your accounts are compromised, you should without undue delay after becoming aware of this contact Customer Service and also contact your email service provider.
6.5. Irrespective of whether you are using a public, a shared or your own computer to access your account, you must always ensure that your login details are not stored by the browser or cached or otherwise recorded. You should never use any functionality that allows login details or passwords to be stored by the computer you are using.
6.6. Additional products or services you use may have additional security requirements and you must familiarise yourself with those as notified to you.
7. Closing Your Account
7.1. You may close your account at any time by contacting Customer Service.
7.2. If your account holds a balance at the time of its closure, we will ask you to withdraw your funds within a reasonable period of time, during which your account will be accessible for the purpose of withdrawing the remaining balance only. After the expiry of this period you will not be able to access your account but you may withdraw any remaining funds by contacting Customer Service and requesting that the funds are sent to you in a manner that is reasonably acceptable to us. You may do so for a period of six years from the date of closure of your account but we suggest that you withdraw your remaining funds as soon as possible as they will not earn any interest while being deposited in your account. Your obligations with regards to keeping your account safe as set out in section 6 shall continue to apply.
7.3. We reserve the right to carry out any necessary money laundering, terrorism financing, fraud or other illegal activity checks before authorising any withdrawal of your funds, including in relation to returning any funds to you after you have closed your account.
8. Uploading Funds
8.1. You can upload funds by visiting the Website, logging into your account and following the relevant upload instructions. You may be presented with a number of different upload methods, depending on which payment instruments you have added to your account and which payment methods are available in your country of residence. Upload methods are payment services provided by third party financial institutions (for example, the issuer of the payment card you use to upload funds or third party direct banking service providers) and are not part of our service. We do not guarantee the use of any particular upload method made available and may make changes to or discontinue the acceptance of any particular upload method at any time without following the procedure set out in section 18. Notwithstanding section 8.7 below, we shall not be responsible for the upload payment until the uploaded funds are received by us.
8.2. You may be asked to answer security questions or to complete other activities that we may reasonably require to ensure proper authorisation of an upload transaction.
8.3. If you choose an upload method using a payment instrument that may be subject to chargeback rights such as (but not limited to) debit card or direct debit, you declare that you will not exercise such chargeback right other than for unauthorised use of the payment instrument or for a breach by us of these Terms & Conditions which would result in you having a right to a refund of the uploaded amount. Otherwise, you may not charge back any upload transaction or allow a chargeback of any upload transaction for reasons for which we are not responsible including (but not limited to) disputes with merchants for non-delivery of goods or services or insufficient balance on the payment instrument account. We reserve the right to charge you fees and expenses we incur in connection with such chargeback and any action undertaken to challenge the same. We may also charge you a chargeback fee of £ 35.00.
8.4. If a chargeback or reversal of an upload transaction results in a negative balance in your account, you will be required to repay such negative balance by uploading sufficient funds into your account. Failure to do so is a breach of these Terms & Conditions. Repayment of the negative balance is due immediately without notice. We reserve the right, at any time, to send you reminders or to take other debt collection measures including but not limited to mandating a debt collection agency or solicitors or to pursue the claim in court. We reserve the right to charge you the expenses we reasonably incur in connection with any debt collection or enforcement efforts.
8.5. Uploaded funds will be credited to your account after the funds have been received by us. Some upload transactions, such as those by debit card, direct debit or direct banking will be credited to your account immediately, but are subject to reversal in case the actual funds do not reach us within a reasonable time in which case we will deduct such reversed transaction from the balance of your account. If your account balance is insufficient, we reserve the right to require repayment from you.
8.6. For the purposes of an upload transaction through a payment instrument, we are a payment recipient and not a payment service provider.
8.7. You must not make an upload through a payment instrument if you are not the named holder of that payment instrument. We take any violation of this requirement very seriously and will treat any attempt to use a payment instrument of which you are not the named holder as a fraudulent act. Without prejudice to claiming further damages, if we are required to return funds uploaded from a payment instrument that is not in your name, we may charge an administration fee of £ 35.00 per upload return.
8.8. Uploads may be subject to upload fees depending on which upload method and payment instrument is chosen. Please see section 13 for details.
9. Sending Payments
9.1. To send a payment we may also ask you additional security questions relating to you or your account.
9.2. Every recipient of a payment you wish to send through us must have valid bank account details.
9.3. When asked to provide the recipient's bank account details, you must take great care to properly type the exact bank details to which you wish to send money.
9.4. Sending payments is subject to fees depending on the type of payment you make and the type of account you hold. Please see section 13 for details.
10. Receiving Funds
10.1. If you receive funds into your account, we will send you a notification email and display the payment in your transactions history. You should regularly reconcile incoming payments with your own records.
10.2. You should be aware that if funds are received into your account this does not necessarily mean that these transactions cannot be reversed. We reserve the right to reverse a payment in case the payer or the payer's bank or payment service provider has charged back or otherwise reversed (or is reasonably likely to charge back or otherwise reverse) an upload or other payment which was used to fund the payment to you.
10.3. The receipt of payments is subject to fees, depending on the type of payment you receive and the type of account you have. Please see section 13 for details.
11. Prohibited Transactions
11.1. It is strictly forbidden to send or receive payments as consideration for the sale or supply of:
• Tobacco products
• Prescription drugs
• Drugs and drug paraphernalia
• Weapons (including without limitation, knives, guns, firearms or ammunition)
• Satellite and cable TV descramblers
• Pornography, adult material, material which incites violence, hatred, racism or which is considered obscene
• Government IDs and licences including replicas and novelty items and any counterfeit products
• Unlicensed or illegal lotteries or gambling services (including without limitation the use of or participation in illegal gambling houses)
• Unregistered charity services
• Items which encourage or facilitate illegal activities
• Prepaid debit cards or other stored value cards that are not associated with a particular merchant and are not limited to purchases of particular products or services
• Third party processing or payment aggregation products or services
• Multi-level marketing, pyramid selling or ponzi schemes, matrix programmes or other "get rich quick" schemes or high yield investment programmes
• Goods or services that infringe the intellectual property rights of a third party.
• Un-coded/miscoded gaming
• Cryptocurrency purchases
We reserve the right, in our sole discretion, to add categories of prohibited transactions by adding such categories either to these Terms & Conditions or an acceptable use policy published on the Website.
11.2. It is strictly forbidden to make payments to or to receive payments from persons or entities offering illegal gambling services, including (but not limited to) illegal sports betting, casino games and poker games. We may suspend or terminate your account at any time or refuse to execute or reverse a transaction if we believe that you directly or indirectly use or have used your account for or in connection with illegal gambling transactions. Countries where online gambling is illegal include the United States of America, Turkey, China, Malaysia and Israel. This list is not exhaustive and it is your responsibility to ensure that you do not use our services for transactions that may be considered illegal in your jurisdiction.
11.3. You may not use our services if you are residing in any of the following countries: Afghanistan, Cuba, Iran, Myanmar, Nigeria, North Korea, North Sudan, Somalia, South Sudan, Syria or Yemen. This list is not exhaustive and we may in our sole discretion decide to discontinue or restrict our services in other countries at any time and without prior notice. We reserve the right to suspend or terminate your account at any time if we reasonably believe to be required to do so by law or in order to comply with recommendations issued by a relevant government authority or recognised body for the prevention of financial crime.
11.4. It is strictly forbidden to use your account for any illegal purposes including but not limited to fraud and money laundering. We will report any suspicious activity to the relevant law enforcement agency. You are prohibited from using your account in an attempt to abuse, exploit or circumvent the usage restrictions imposed by a merchant on the services it provides.
11.5. You may only accept payments for certain categories of business after approval from us in our sole discretion. Such business categories include but are not limited to:
• the collection of any form of donations or payments to charitable or not-for-profit organisations;
• dealing in natural resources such as jewels, precious metals or stones;
• live streaming
• the sale or supply of alcoholic beverages;
• the sale or supply of dietary supplements and alternative health products;
• any other business category published in an acceptable use policy on the Website from time to time. In case you are in doubt whether your business falls under any of the above categories, you must contact Customer Service. We reserve the right in our sole discretion, to add business categories requiring approval by adding such categories either to these Terms & Conditions or an acceptable use policy published on the Website.
11.6. If you conduct or attempt to conduct any transaction in violation of the prohibitions contained in this section 11 or without the necessary approval under section 11.5, we reserve the right to:
• reverse the transaction; and/or
• close or suspend your account; and/or
• report the transaction to the relevant law enforcement agency; and/or
• claim damages from you; and
• charge you an administration fee of up to £ 150.00 in case we apply any of the above.
11.7. It is your and not our responsibility to ensure that you only send payments to or receive payments from persons or entities for the sale or supply of goods and services that you may provide or receive in compliance with any applicable laws and regulations. The mere fact that a person or entity accepts payments through us is not an indication of the legality of the supply or provision of their goods and services. If you are in doubt as to the legality of a supply or purchase, you should not continue with your payment.
12. Withdrawing Funds
12.1. You can request a withdrawal of all or part of the funds held in your account at any time. To do this you must log into your account and select a withdrawal method and enter the amount to be withdrawn. Withdrawal methods are payment services provided, at least in part, by third party financial institutions (for example, the bank where you hold a bank account). We do not guarantee the availability of any particular withdrawal method and may make changes to or discontinue a particular withdrawal method at any time without following the procedure set out in section 18 as long as there is at least one withdrawal method available to you. Where the withdrawal payment is received by you through the involvement of a payment service provider (such as the bank where you hold a bank account), we shall not be responsible for the withdrawal payment once the withdrawn funds are received by your payment service provider.
12.2. Withdrawals are subject to withdrawal fees depending on which withdrawal method and payment instrument is chosen. Please see section 13 for details.
12.3. For the purposes of a withdrawal transaction, we are a payer and not a payment service provider.
12.4. You must ensure that the payment details you enter when withdrawing funds are correct and complete. We will not be liable for withdrawn funds being sent to the wrong payment instrument where this is due to you providing incorrect payment details. When withdrawing to a bank account, you must ensure that the account number, sort code, IBAN and/or BIC/SWIFT are correct. If you have withdrawn funds to the wrong payment instrument, you may request that we assist you in reclaiming the funds, however, we will charge you an administration fee of up to £ 35.00 for doing so and we cannot guarantee that the reclaim efforts will be successful.
13.1. Fees depend on whether you are using your account for personal or commercial purposes.
13.2. Transaction related fees can be viewed at any time in the "Fees" section of our Website. Additional fees apply to accounts used for commercial purposes in accordance with the applicable terms and conditions referred to in section 4.7 above. You should print or download and keep a copy of the "Fees" section together with a copy of these Terms & Conditions. For clarity, the "Fees" section forms part of these Terms & Conditions. Fees are subject to change in accordance with section 17. Under certain circumstances we may charge additional fees as set out in sections 8.3 ,11.6 and 13.4.
13.3. Our fees are expressed as a fixed amount. If fees are deducted from a balance or a transaction denominated in a different currency, the fee amount will be converted into an equivalent fee in that other currency based on The Currency Account exchange rates applicable at the time and then deducted.
13.4. Fees payable by you will be deducted from your account balance and you hereby authorise us to do the same. Transaction fees will be charged when the transaction is executed. If your account balance is insufficient to cover the fees, we may refuse to complete the order. Reversal or chargeback fees will be deducted when incurred.
13.5. If the deduction of fees results in a negative account balance, you will be required to repay such negative balance by uploading sufficient funds into your account. Failure to do so is a breach of these Terms & Conditions. Repayment of the negative balance is due immediately without notice, however, we reserve the right at any time to send you reminders that you need to upload funds or to take other debt collection measures including but not limited to instructing a debt collection agency or solicitors or to pursue the claim in court. We reserve the right to charge you expenses we have reasonably incurred in connection with any debt collection or enforcement efforts.
14. Your Data
15.1. In case of an unauthorised order or an order that was incorrectly executed due to an error by us, we shall at your request immediately refund the payment amount including all fees deducted therefrom. This shall not apply:
15.1.1. where the unauthorised payment arises from your failure to keep the personalised security features of your account safe in accordance with section 6 in which case you shall remain liable for the first £ 50.00 (or currency equivalent)unless section 15.1.3 applies;
15.1.2. if you fail to notify us without undue delay of any loss of your password or other event that could reasonably be expected to have compromised the security of your account after you have gained knowledge of such event in which case you shall remain liable for losses incurred up to your notification to us;
15.1.3. in case the transaction was unauthorised but you have compromised the security of your account with intent or gross negligence in which case you shall be solely liable for all losses; or
15.1.4. you fail to dispute and bring the unauthorised or incorrectly executed transaction to our attention within 13 months from the date of the transaction.
15.2. Section 15.1.1 shall not apply to transactions made after you have notified us in accordance with section 6.2 in which case we shall remain liable and refund any unauthorised transaction immediately to you.
15.3. Without prejudice to the foregoing, you are asked to check the transactions history of your account regularly and frequently and to contact Customer Service immediately in case you have any questions or concerns.
15.4. In case of any incorrect or misdirected payment, we shall take reasonable measures to assist you with tracing and recovering such payment.
15.5. Subject to the foregoing, we shall not be liable for any disruption or impairment of our service or for disruptions or impairments of intermediary services on which we rely for the performance of our obligations hereunder, provided that such disruption or impairment is due to abnormal and unforeseeable circumstances beyond our reasonable control or the control of the intermediary affected.
15.6. We shall not be liable for any indirect or consequential losses including but not limited to loss of profit, loss of business and loss of reputation. We shall not be liable for any losses arising from our compliance with legal and regulatory requirements.
15.7. Nothing in these Terms & Conditions shall operate to exclude liability for death or personal injury due to negligence or for fraud or fraudulent misrepresentation or for any statutory liability that cannot be excluded or amended by agreement between the parties.
15.8. Our obligation under these Terms & Conditions is limited to providing you with an online account and related payment services and does not make any statement in relation to or endorsement of the quality, safety or legality of any goods or services provided by others.
15.9. We shall not be liable for the assessment or payment of any taxes, duties or other charges that arise from the underlying commercial transaction between you and another customer or external parties.
15.10. Indemnification/reimbursement. You agree to defend, reimburse or compensate us and hold us and our other companies in our corporate group harmless from any claim, demand, expenses or costs (including legal fees, fines or penalties) that we incur or suffer due to or arising out of your or your agents' breach of these Terms & Conditions, breach of any applicable law or regulation and/or use of the services. This provision shall survive termination of the relationship between you and us.
16. Termination and Suspension
16.1. We may terminate your account or any payment service associated with it by giving you one months' prior notice. You may terminate your account with us at any time. Different termination provisions may apply if you use your account for commercial purposes as set out in section 4.7 above.
16.2. Together with a termination notice or at any time thereafter we may give you reasonable instructions on how to withdraw remaining funds.
16.3. If your account is subject to a reserve, termination of your account will not affect our right to hold the reserve and to make deductions therefrom for the time agreed.
16.4. We may at any time suspend or terminate your account without notice in case:
16.4.1. you breach any condition of these Terms & Conditions or any other condition applicable to specific services covered by separate terms and conditions;
16.4.2. you violate or we have reason to believe that you are in violation of any law or regulation that is applicable to your use of our services; or
16.4.3. we have reason to believe that you are in any way involved in any fraudulent activity, money laundering, terrorism financing or other criminal activity.
16.5. We may suspend your account at any time if:
16.5.1. we reasonably believe that your account has been compromised or for other security reasons; or
16.5.2. we reasonably suspect your account to have been used or is being used without your authorisation or fraudulently; and we shall notify you either prior to the suspension or, if prior notification is not possible under the circumstances, promptly after the suspension unless we are prohibited by law to notify you.
17. Changes to these Terms & Conditions
17.1. These Terms & Conditions and any additional terms and conditions that may apply are subject to change. Changes will be implemented with prior notice from us under the procedure set forth in this section.
17.2. We shall give notice to you of any proposed change by sending an email to the primary email address registered with your account.
17.3. The proposed change shall come into effect two (2) months after the date of the change notice, unless you have given us notice that you object to the proposed changes before the changes come into effect. Changes that make these Terms & Conditions more favourable to you shall come into effect immediately if so stated in the change notice. Changes to exchange rates shall come into effect immediately without notice and you shall not have the right to object to such a change.
17.4. Pricing for transactions, as detailed on the Fees page or our website, may be changed from time to time without prior notification.
17.5. If you object to the changes, they will not apply to you, however, any such objection shall constitute a notice by you to terminate and close your account. Your account will be closed in accordance with the provisions of section 7 above.
18. How We Communicate
18.1. We usually communicate to you via email. For this purpose you must at all times maintain at least one valid email address in your account profile. You are required to check for incoming messages regularly and frequently. Emails may contain links to further communication on our Website. Any communication or notice sent by email will be deemed received by you on the same day if it is received in your email inbox before 4.30 pm on a Business Day. If it is received in your email inbox after 4:30pm on a Business Day or at any other time, it will be deemed received on the next Business Day.
18.2. Where legislation requires us to provide information to you on a durable medium, we will either send you an email (with or without attachment) or send you a notification pointing you to information on our Website in a way that enables you to retain the information in print format or other format that can be retained by you permanently for future reference. You are required to keep copies of all communications we send or make available to you.
18.3. You can request a copy of the current Terms & Conditions or any other contractual document relevant to you by contacting Customer Service.
18.4. In order to view emails you may need a computer with emails software that can display emails in HTML format. We may also send you attachments in Adobe Systems Inc.'s Portable Document Format (PDF), for which you need Adobe's Acrobat Reader, which can be downloaded for free at www.adobe.com.
18.5. We will never send you any emails with executable files attached or with links to any executable files. If you receive any email with such attachments, you should delete the message without clicking on the attachment. If you are unsure whether a communication is originating from us, please contact Customer Service.
18.6. We will communicate to you in English and will always accept communications made to us in English.
18.7. Apart from communicating via email, we may contact you via letter or telephone, where appropriate. If you use any mobile services, we may communicate with you via SMS. Any communication or notice sent by post will be deemed received three days from the date of posting for UK post or within five days of posting for international post. Any communication or notice sent by SMS will be deemed received the same day.
18.8. You may contact us at any time by sending a message to Customer Service via the "Email Support" facility on our Website.
19.1. Any complaints about us or the services we provide should be addressed to us in the first instance by contacting Customer Service. You should clearly indicate that you are wishing to make a complaint to us. This helps us to distinguish a complaint from a mere query. We send you a complaint acknowledgement by post or by email within 48 hours of receiving your complaint in accordance with our complaints procedure. You may request a copy of our complaints procedure at any time by contacting Customer Service.
19.2. We endeavour to provide you with an answer or resolution to your complaint within the timeframes as outlined by the Financial Ombudsman Service. Should this not be possible due to unforeseen circumstances or lack of information, we will contact you.
19.3. If your complaint is not resolved to your satisfaction, you may contact the Financial Ombudsman Service at Exchange Tower, London EC14 9SR, United Kingdom. For additional contact details you may visit the website at www.financial-ombudsman.org.uk.
20.1. No person other than you shall have any rights under these Terms & Conditions and the provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded.
20.2. Your account is personal to you and you may not assign any rights under the Terms & Conditions to any third party.
20.3. Your account is operated in the United Kingdom and these Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales. Any dispute under these Terms & Conditions or otherwise in connection with your account shall be brought exclusively in the courts of England and Wales except where prohibited by EU law.
20.4. If any part of these Terms & Conditions is found by a court of competent jurisdiction to be invalid, unlawful or unenforceable then such part shall be severed from the remainder of the Terms & Conditions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
Various terms in these Terms & Conditions have a defined meaning as follows:
• "Business Day" means any day other than a Saturday or a Sunday or a public or bank holiday in England;
• "Customer Service" means our customer service, which you can reach by sending a message through the "Contact Us" facility on the Website;
• "Fees" shall mean the charges payable by you to us for using our services;
• "Financial Ombudsman Service" shall mean the services provided by the United Kingdom Financial Ombudsman Service, details of which can be found at www.financial-ombudsman.org.uk and who can be contacted at The Financial Ombudsman Service, Exchange Tower, London EC14 9SR, United Kingdom;
• "FCA" means the Financial Conduct Authority of the United Kingdom whose address is 25 The North Colonnade, Canary Wharf, London E14 5HS, United Kingdom; further information on the FCA can be obtained on the FCA's website at www.fca.org.uk;
• "Wirepayer" shall mean Wirepayer Ltd. (registered number: 07666629) whose registered office is at 66 Prescot Street, London, E1 8NN;
• "Account" shall mean the account you open and maintain through The Currency Account Website;
• "The Currency Account Website" or "Website" shall mean the website available at www.thecurrencyaccount.com;
• "Terms & Conditions", shall mean these Account Terms & Conditions, published on the Website and as may be amended from time;
• "We", "us", "our" shall mean Wirepayer Limited.;
• "You", "your" shall mean you, the natural person or legal entity in whose name the account is opened and maintained;