Terms and Conditions

Terms and Conditions of the Provision of Money Transfer Services by EasySend Ltd

Thank you for taking the time to read more about the rules that we follow. This information is important. If you still have questions – please contact us.

Terms and Conditions of the Provision of Money Transfer Services by EasySend Ltd

Valid from 4-04-2018
§1 GENERAL PROVISIONS
  • 1.1

    The present Terms and Conditions govern the provision of money transfer services by EasySend Ltd registered in Belfast (Companies House Number NI607336) with its office in London, 35 High Street, W5 5DB London, hereinafter referred to as ‘EasySend’ or ‘Company’. Terms such as ‘we’, ‘us’, etc., also refer to EasySend Ltd.

  • 1.2

    EasySend Ltd is a fully authorized payment institution possessing a license to provide money transfers, registered and authorized by the Financial Conduct Authority (FRN 593364) on the basis of Payment Services Regulations 2017.

  • 1.3

    EasySend Ltd is the sole operator and the owner of the websites: www.EasySend.pl, www.EasySend.eu and www.przelewydopolski.co.uk, hereinafter referred to as the ‘Website’ or the ‘EasySend Website’.

  • 1.4

    The terms ‘Sender’, ‘User’ and ‘Customer’ refer to any person having access to the website and/or provided with EasySend services.

  • 1.5

    EasySend hereby advises that, in order to process money transfers and for the purpose of the proper functioning of the Website, it gathers certain information about its users. Please see our Privacy Policy to learn more. All users are obliged to read and follow these rules.

  • 1.6

    By ordering a money transfer, the Customer (transfer sender) accepts the present Terms and Conditions.

§2 SERVICE CHARACTERISTICS AND THE SCOPE OF AGREEMENT WITH THE USER
  • 2.1

    EasySend provides the service of money transfers sent by the Sender to the Recipients specified by the Sender. You can find detailed information on the available money transfers in the Company’s current service offer.

  • 2.2

    An Agreement with the User is entered into whenever a money transfer order is received from the User. A money transfer order consists of the User specifying the Receiver, together with the data required to process the transfer (first and last name or company name, bank account number, contact data – depending on the transfer type chosen), as well as the transfer amount and currency and the method of execution.

  • 2.3

    After receiving a money transfer order, we will provide the User with the following information:

    • unique transaction number

    • transfer amount in the currency sent and the currency received

    • sum of fees charged for the service

    • exchange rate

    • approximate execution time

    • available payment methods

  • 2.4

    Processing the transfer order means sending the appropriate amount of money transferred to the Company’s account or provided with a debit card payment in the Sender’s country to a Recipient specified by the Customer, at the day’s exchange rate indicated by EasySend, for a transfer fee specified on easysend.pl.

  • 2.5

    After processing a money transfer order, we will provide the User with the following information:

    • unique transaction number

    • transfer amount in the currency sent and the currency received

    • sum of fees charged for the service

    • exchange rate

    • execution time

    • depending on the service type – information on collecting the money for the Recipient

  • 2.6

    At the time of placing the transfer order via the EasySend Website, the Customer reserves the current exchange rate for 24 hours. If, during that time, the Customer does not provide sufficient funds, the transfer order will be cancelled along with the exchange rate reserved.

  • 2.7

    EasySend indicates that it does not provide any kind of currency exchange platform, and its Website may not be used for this purpose. Therefore ordering a greater number of transfers than those for which the User intends paying is prohibited.

§3 ACCESS TO THE WEBSITE
  • 3.1

    In order to use the EasySend website, the User must be at least 18 years old, live in an EEA state and have legal capacity to enter into agreements in their own name.

  • 3.2

    The User is obliged to present the documents required by EasySend, i.e., ID and residential address confirmation, as well as other documents, at EasySend’s request. The number and type of these documents depends on the transaction risk evaluation performed for every order, intended at diminishing the risk.

  • 3.3

    The User may not create more than one account on the Website. Should EasySend detect multiple accounts, it reserves the right to delete or merge them without notifying the User of this fact.

  • 3.4

    The User may use the Website for personal purposes only. Use of the Website for and on behalf of third parties is prohibited.

  • 3.5

    The User may not give access to the Website account nor disclose information on it or on the transactions processed to third parties.

  • 3.6

    If the User suspects that a transfer order may not have been processed correctly, the User is obliged to promptly notify EasySend of this fact.

  • 3.7

    We reserve the right to suspend or deny a User access to an EasySend website if:

    • the User tries to tamper with an EasySend Website

    • the User submits false personal data, uses false or illegally obtained documents or does not provide current information and documents on the User’s identity and/or the transaction

    • the User uses or attempts to use a payment instrument belonging to a third party without the third party’s consent and authorization

    • the User uses or is suspected to be using the Website to achieve an illicit goal and/or in a manner violating the present Terms and Conditions

    • in EasySend’s opinion there is probability of any of the situations described in this section occurring, or when the EasySend employee responsible for the Website security decides so

  • 3.8

    The User declares that no transaction involving money derived from criminal or illegal activity is made or received by the User.

  • 3.9

    The User is liable to EasySend for all loss or damage incurred by us due to the User conducting illegal activity.

§4 CANCELLATION OF TRANSACTION BY THE USER
  • 4.1

    A transfer ordered by the User may only be cancelled before the process of sending the funds to the Recipient commences.

  • 4.2

    The amount of a transfer ordered for which the payment has already been made by the Customer shall be payable to the Sender in accordance with the initial payment method.

  • 4.3

    The cancellation should be made by the User directly on the EasySend Website (if the transfer status allows) or via the EasySend Customer Service.

§5 CONDITIONS OF TRANSFER SUSPENSION
  • 5.1

    EasySend has the right to refuse or suspend processing of a transfer order if:

    • the Customer does not agree to present the required documents

    • there is a reasonable suspicion of money laundering

    • the Customer has not updated the documents or data required by the Company

    • the Customer has provided the money but did not place a transfer order

    • the Customer has placed a transfer order but has not paid a part or whole of the money needed

    • EasySend cannot contact the Customer using the data provided by the Customer

    • any of the situations mentioned in 3.7 occurs

  • 5.2

    EasySend shall not be liable for the failure to process a transfer ordered by the User in the event of any of the above circumstances.

§6 LIMITATION OF LIABILITY
  • 6.1

    EasySend shall not accept any liabilities arising between the Sender and Recipient of the payment if any disputes and conflicts take place.

  • 6.2

    The Company shall not accept any liabilities for mistakes committed on the part of the Customer (Sender) or Recipient.

  • 6.3

    EasySend shall not be liable for a failure to perform the obligations resulting from the agreement with the User, or for any delay in performing the said obligations, due to reasons beyond our control, including but not limited to: acts of God, the actions and negligence of third parties, disruptions to connectivity systems, power supply, telecommunication systems or internet services.

  • 6.4

    In the event of any of the situations described in 6.3 above EasySend shall endeavour to carry out the service as soon as possible after the effects of these situations have been neutralized.

§7 COMPLAINTS
  • 7.1

    Complaints can be submitted by telephone at +44 20 3318 7267 (UK), +48 58 500 86 75 (PL) or in writing to the Company’s postal or email address help@easysend.pl. Detailed complaints resolution procedure can be found at https://www.easysend.pl/en/complaint.

  • 7.2

    In order to investigate the complaint as soon as possible EasySend may ask for additional documents or other confirmation of reported situations.

  • 7.3

    Customers might wish to contact The Financial Ombudsman Service if they are unhappy with the complaint resolution outcome. Contact details are as follow:

    The Financial Ombudsman Service
    Exchange Tower
    London E14 9SR
    email: complaint.info@financial-ombudsman.org.uk
    tel.: 0800 023 4567 (Mon - Fri: 8.00 - 20.00, Sat: 9.00 – 13.00)
    Website: http://www.financial-ombudsman.org.uk

§8 FINAL PROVISIONS
  • 8.1

    EasySend indicates that there may be a need to save cookies on the Customer’s computer to conduct correct verification/authorization processes. The Company shall not collect sensitive information from the Customer’s computer.

  • 8.2

    EasySend hereby reserves the right to introduce alterations to the present Terms and Conditions at any time in writing, otherwise null and void. Users shall be notified of any alteration 60 days before the planned implementation at the latest. This will be done via email and the EasySend Customer Panel. We invite you to regularly visit our Website where you can find the latest version of the Terms and Conditions.

§9 COMMUNICATION WITH THE CUSTOMER
  • 9.1

    EasySend may communicate with the Customer with the use of the email address and telephone number provided, by means of information published on the Website or directly in the Customer Panel.

Terms and Conditions of the Provision of Money Transfer Services by EasySend Ltd
§10 TERMS AND CONDITIONS OF SUPERFAST TRANSFERS
  • 10.1

    SuperFAST transfers are available for selected destinations only. Current list of available destinations is published on Easysend website. The transfers are processed during the service availability hours immediately upon correct completion of the transfer order procedure and successful payment submission.

  • 10.2

    The transfer ordered is executed by services providers cooperating with EasySend in real time and may reach the Recipient’s bank account even within 10 minutes of the completion of correct transfer order procedure and payment for the order. However, despite our efforts to deliver the funds as quickly as possible, the execution time may be extended due to reasons beyond EasySend’s control.

  • 10.3

    EasySend shall not be liable for any damage or losses incurred as a result of delays attributable to third parties, including but not limited to service providers cooperating with EasySend, as well as banks in the Sender’s and Recipient’s countries, power supply disruptions or internet service disruptions, etc., which prevent timely performance of the service.

  • 10.4

    If the funds sent by the Customer for the order are credited to EasySend after the service availability hours – the transfer will be executed at 7 a.m. UTC on the following business day and will still be considered a SuperFAST transaction, unless the Customer cancels the SuperFAST option by phone or e-mail.

  • 10.5

    If the service is not completed for technical reasons beyond EasySend’s control, we shall endeavour to carry out the service as soon as possible, unless the Customer cancels the SuperFAST option by phone or email.

  • 10.6

    If the service is not completed due to reasons attributable to EasySend, we shall endeavour to carry out the service as soon as possible without charging for the SuperFAST service (a standard fee shall be charged), unless the Customer cancels the SuperFAST option by phone or email.

  • 10.7

    Cancellation of a SuperFAST transfer by the Customer shall mean that a standard transfer fee is charged unless the Customer completely cancels the transfer order via EasySend.

  • 10.8

    EasySend reserves the right to refuse the provision of SuperFAST service if the Customer makes a cash deposit to the EasySend account.

  • 10.9

    EasySend reserves the right to refuse the provision of SuperFAST service in the cases stipulated in 5.1 of the Terms and Conditions of the Provision of Money Transfer Services.

Terms and Conditions of the Provision of Money Transfer Services by EasySend Ltd
§11 GENERAL RULES FOR DEBIT CARD TRANSACTIONS
  • 11.1

    The card payment option is only available for debit cards, which means that the amount of transfer order cannot exceed the funds available on the Customer’s account (linked to the Customer’s debit card) while placing the order.

  • 11.2

    The maximum single limit for debit cards has been set to €5,000. If the Customer places more than one transfer order online, with the total amount exceeding €5,000, the execution time may extend to ca. 3 business days.

  • 11.3

    In case of problems with the card payment process caused by technical problems on the part of intermediary banks or card issuers, for instance in the case of an incorrect amount being debited from the Customer’s account or blocked funds despite the transaction being rejected, the Customer should contact the bank or card issuer to resolve the issue. EasySend indicates that it has no influence on the time of handling the issue and the potential refund.

  • 11.4

    EasySend reserves the right to hold up the transfer paid for by payment card under any of the circumstances described in 5.1 of the Terms and Conditions.

  • 11.5

    EasySend allows its customers to make card payments over the phone by calling an EasySend consultant. This type of payment is subject to additional risk assessment and therefore might not be available for every payment order offered by EasySend. The conversation is conducted in compliance with all safety rules and the staff has been specially trained for this type of activity. The Customer, by agreeing to perform card payments via a telephone conversation with an EasySend consultant, agrees to provide the data required to carry out such transactions and accepts the fact that the call is recorded.

Terms and Conditions of the Provision of Money Transfer Services by EasySend Ltd
§12 TERMS AND CONDITIONS OF CASH PICKUP TRANSFERS
  • 12.1

    EasySend provides its customers with the possibility of sending money with an option to collect cash in Poland - at a Poczta Polska (Polish Post) office or a Bank Pocztowy (Postal Bank) branch or in Ukraine, Georgia and other CIS countries available in the EasySend's Partner Intelexpress payout network. In such a case, the Recipient does not require a bank account.

  • 12.2

    The withdrawal country for the product is Poland and other countries covered by EasySend's partner IntelExpress and the withdrawal currency is Polish zloty (PLN) or Euro (EUR) and US dollar (USD) respectively.

  • 12.3

    Cash pick up service is subject to availability restrictions depending on sender country of residence. EasySend will publish current list of countries, where this service is available.

  • 12.4

    The maximum amount of a Transfer within cash pickup in Poland service is: 20.000,00 PLN.

  • 12.5

    A precondition for processing the Cash Pickup Transfers shall be providing correct Recipient data, including personal details (first and last name) as well as contact data (telephone number and/or email address) where the withdraw instruction could be sent to.

  • 12.6

    In order to collect the money, the Recipient will have to quote transaction data and present the ID. The money shall only be disbursed to the person indicated by the Sender in the transfer order.

  • 12.7

    The possibility to collect cash at a relevant branch depends on their respective working hours. However, the money may be ready for collection within 10 minutes of receiving transfer execution confirmation.

  • 12.8

    If the money is not collected by the Recipient within the specified period of time, EasySend shall inform the Sender of this fact in order to arrange money reimbursement. In such a case the transfer fee shall not be reimbursed and the money will be converted back at the current exchange rate if necessary.

  • 12.9

    The Sender may cancel the Cash Pickup Transfer only if the money is not collected by the Recipient. In order to do that, the Sender shall need to contact our Customer Service directly. Contact details are available at www.easysend.pl/en/contact#contact. In such a case, it is also possible to receive reimbursement of funds provided by the Sender to EasySend. However, the fee for the transfer will not be reimbursable.

  • 12.10

    Information on the fees charged for making a Cash Pickup Transfer will be available on the EasySend website under the Fees and Turnaround Time tab: www.easysend.pl/for-you#fees-and-turnaround-time.

  • 12.11

    EasySend shall not be responsible for delays in processing Cash Pickup Transfers due to reasons beyond our control.

  • 12.12

    EasySend may suspend the processing of a Cash Pickup Transfers pursuant to 5.1 of the Terms and Conditions of the Provision of Money Transfer Services

Terms and Conditions of the Provision of Money Transfer Services by EasySend Ltd
§13 TIME OF EXECUTION OF MONEY TRANSFER ORDERS
  • 13.1

    Every transfer order is executed in a way that enables arrival in the Recipient’s account as soon as possible.

  • 13.2

    The date of full realization of the transfer order shall be the date on which EasySend provides money to the Recipient’s account provided in the online transfer order or enables the Recipient to collect money after sending the Recipient relevant instructions.

  • 13.3

    A business day shall mean each day of the week on which both the Customer’s and the Recipient’s banks operate and allow the transfer to be credited to the Recipient’s account or the money to be withdrawn.

  • 13.4

    EasySend shall not be responsible for delays in processing transfers resultant from:

    • delays or disruptions on the part of any bank taking part in the transfer process (including the Sender’s, intermediary or Recipient’s bank)

    • delays or disruptions on the part of other service providers taking part in the transfer process, including disruptions or the unavailability of money collecting service

    • incorrect Beneficiary bank account numbers or data required to collect the money provided by the Customer

    • any situation described in sections 5 and 6 of the present Terms and Conditions

  • 13.5

    Transfer completion time depends on the chosen money transfer option and the deposit country:

  • 13.5.1

    FAST transfers:

    • Deposit country – United Kingdom (UK):

    • Transfers from the UK to Poland to PLN accounts:

      • FAST transfer order placed and paid for* by 11 a.m. UTC – same business day

      • FAST transfer order placed and paid for* after 11 a.m. UTC – next business day

    • Transfers from the UK to any EU member state (other currencies) – 2-3 business days

    • Deposit country – European Union countries (EU)

      • FAST transfer order placed and paid for* by 11 a.m. UTC – same business day

      • FAST transfer order placed and paid for* after 11 a.m. UTC – next business day

    • Transfers from EU country to any EU member state (other currencies) – 2-3 business days

    • Deposit country – Poland:

    • Transfers from Poland to the UK to GBP accounts – next business day

    • Transfers from Poland to any EU member state (other currencies) – 2-3 business days

  • 13.5.2

    SuperFAST transfers – any deposit country:

    • SuperFAST transfer order (from any deposit country) placed and paid for* by 5 p.m. UTC – same business day

  • 13.5.3

    Transfers with Cash Pick Up Service – any deposit country:

    • placed and paid for* by 4 p.m. UTC – same business day

* the "paid for" status of a transfer order applies when Easysend bank account is successfully credited with relevant funds or when card payment is successfully authorised by customer.

** Due to the differences in execution times of bank transfers in different countries and different banks, Easysend reserves the right to:

  • - setting up the maximum remittance amount, and
  • - changing cut-off times to which the SuperFAST transfer order may be submitted depending on the direction of the requested transfer and the payment service provider of the recipient. Information on the availability of the service will be made available after entering the recipient's data.
Terms and Conditions of the Provision of Money Transfer Services to Business Customers