Travelex Online Ordering Terms and Conditions - New Zealand
Unless specifically provided otherwise:
Business Day means a day that is not a Saturday, a Sunday or a public holiday or bank holiday in the city where the Collection Location is situated.
NZST means New Zealand Standard Time.
Store Business Days means the days that the selected Collection Location is open for business.
1. Who We Are
The Travelex online ordering facility (the "Service") is provided by Travelex Financial Services NZ Limited, referred to as "Travelex" or “we” or "us" or "our". Our Registered Office is at: Level 14, 19 Victoria Street, Auckland, 1010 registered in New Zealand. You can also contact us on RetailCSC@travelex.co.nz.
2. What these Terms and Conditions apply to
2.1 These Online Ordering Terms and Conditions ("Terms")apply to the Service when it is used as an online ordering facility through this website (“Website”) for the purchase from Travelex of:
(a) foreign currency cash which is to be collected by you from a Travelex store;
(b) foreign currency cash which is to be collected by you from a collection point of an agent of Travelex (“Agent Collection Point”)
(in each case, “Online Foreign Currency”); or
(c) a Travelex Money Card which is to be collected by you from a Travelex store (“Online Travelex Money Card(s)”).
2.2 By accessing and using the Service, you confirm that you have read and understood these Terms and agree to be bound by them.
2.3 If you are using the Service to reload an existing Travelex Money Card or Multi-Currency Cash Passport card, refer to the Online Travelex Prepaid Card Reload Terms and Conditions and the applicable Travelex Money Card or Multi-Currency Cash Passport terms and conditions.
3. Use of the Service
3.1 The Service is only available to individuals aged 18 years or over and who are resident in and accessing the Service from New Zealand via the Website.
3.2 The Service may be used to purchase Online Foreign Currency and Online Travelex Money Cards for holiday or business travel only and not for speculative, investment or any other purposes.
3.3 Travelex may, in its sole discretion, refuse to provide the Service to any person for any reason. Travelex will not be liable for any cost, loss or damage incurred by you if we refuse to provide the Service to you.
4. Placing an Order
4.1 To place an order, you must follow the instructions on the ordering pages of the Website. You are able to correct errors on your order up to the point at which you click on the "Submit Order" button on the “Review” section. Once you have entered the ordering screen you must complete your order before your session times out otherwise you will have to restart the order process.
4.2 You must provide the requested information for us to process your order, which includes personal information. 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 regulatory requirements. We will use various procedures to authenticate each transaction. We may refuse to provide the Services or cancel the Services if you fail to provide requested or satisfactory information. By placing an order, you confirm that the details contained in the order are correct in all respects. You must not use the Service in a fraudulent manner.
4.3 As part of the Services we will collect your personal information in accordance with our Privacy Statement. Please read the Privacy Statement available here .
4.4 Order and Collection Dates:
You should place and pay for your order depending upon payment method, location of Collection and currency sought, delivery times will vary. See the available dates for Collection and Delivery at time of order.
Please allow for an extra Business Day if you order after 2:30pm (NZST).
The risk and responsibility for collecting your order before you depart on your travels rests with you. Please remember to allow sufficient time to make your collection before departing on your travels.
4.5 Collection Period and Collection Date:
The available collection dates are highlighted during the ordering process (Collection Period). You must choose one of the highlighted Store Business Days as your nominated collection date. We will use our reasonable endeavours to meet your nominated collection date, but we will not be liable for failing to do so. Please note that delivery and collection times are estimates only and are not guaranteed. Collection times may vary for reasons including but not limited to operational factors and may be subject to delays. We may change the Collection Period from time to time at our sole discretion.
4.6 Change Collection Date:
You may change the collection date provided that you contact us at least 4 Business Days prior to your nominated collection date. The new collection date must fall within the Collection Period.
5. Order Limits
5.1 The limits for all online orders via the Service are as follows:
(a) Limits per online order (subject to maximum limits set out in clauses 5.1(b) and 5.1(c))
i. Single or combined purchase of Online Foreign Currency and/or Travel Money Card via the Service: from NZD250.00 to NZD10,050.00; or
ii. Travel Money Card top up via the Service: From NZD100 to NZD10,050.00.
(b) Maximum limit within 24 hours of last online order:
Maximum of NZD10,050.00 of total online orders via the Service (Online Foreign Currency purchase, Travel Money Card purchase or Travel Money Card top up) within 24 hours.
(c) Maximum limit for all online orders via the Service within a 21 day period:
Maximum of NZD20,000.00 of total online orders via the Service (Online Foreign Currency, Travel Money Card purchase or Travel Money Card) within 21 days.
5.2 The limits set out above apply to an order for Online Foreign Currency or Online Travelex Money Cards via the Website only and may be different to the limits imposed when purchasing foreign currency or a Travelex Money Card in a store. These limits are subject to change from time to time at Travelex’s sole discretion.
5.3 Currency availability may be affected by factors outside of our control.
5.4 If the Collection Location is an Agent Collection Point, and your order for Online Foreign Currency is equivalent to NZD2,000.00 or less, we will charge you a non-refundable collection fee of NZD10.00 per order (“Collection Fee”) (as specified in clause 12 below).
6. Currencies and Denominations
6.1 The Service is only available for the currencies listed from time to time on the ordering pages of the Website. These currencies are subject to change from time to time at Travelex's sole discretion.
6.2 You cannot select your preferred currency denominations on the Website. The amount of currency ordered will be rounded to the nearest banknote denomination for the relevant currency as determined by Travelex.
7. Collection Location
7.1 When you place your order, you must select a collection location from the stores or Agent Collection Points listed as collection locations during the ordering process (“Collection Location”).
7.2 You cannot change the Collection Location after the order has been submitted.
8. Exchange Rates
8.1 The exchange rates quoted on the Website are subject to change. We will use the exchange rate at the time we receive your order. The exchange rate applicable to your transaction is the rate set out in your confirmation email.
9. Order Confirmation
9.1 After you click on the "Submit Order" button on the “Review” page, you place your order with us and we receive your order, and the system will display a confirmation page setting out the details of your order.
9.2 You cannot change any order you place with us.
9.3 We may, at our sole discretion, accept or reject any order we receive.
9.4 If we receive your order, you offer to acquire the Service under these Terms sought in your order at the time when we have authorised your Visa® or MasterCard® debit or credit card payment or we have received your Bill Payment payment for your order and you have satisfied our anti-money laundering requirements, and which offer we may in our discretion accept by sending you a confirmation email relating to your order.
9.5 The title to any Online Foreign Currency you have purchased will transfer to you immediately upon dispatch by us of a confirmation email confirming your order. The title to an Online Travelex Money Card you have purchased will transfer to you upon collection of the Online Travelex Money Card.
9.6 You authorize and accept that we will (or our agent of Travelex at an Agent Collection Point) will hold any Online Foreign Currency you have ordered as bailee until you collect your order. You accept that where we do not stock the Online Foreign Currency at the time your order is accepted, you authorise us as your agent to procure it for you and hold it until collected by you.
9.7 Please print the confirmation email and have it with you at the time of collection.
10.1 Payment via debit or credit card: For orders paid for by debit or credit card, your card will be debited with the relevant amount once you press the “Submit Order” button on the “Review” page. To protect you against fraud we require the card used to pay for an order to be presented at the time of collection.
10.2 The cardholder of the card and the person placing and collecting the order must be the same person. You must ensure that the card is registered in your name and your account has sufficient funds available to cover your order and any applicable fees. Third party credit or debit card payments are not allowed.
10.3 Orders cannot be paid for by Prepaid Cards, VCARD or VIRTUALMC (or any other virtual card or virtual card number). We only accept payment by a physical credit or debit card that can be presented in person at the time of collection. The physical credit or debit card must display the name of the customer as it appears on the order.
10.4 Payment via Bill Payment: If you choose Bill Payment as your payment method, you must make payment within 12 hours of the placement of your order. If you do not pay within this timeframe, we will cancel your order.
10.5 Payments via Bill Payment must be made from the account of the person obtaining the Service and submitting the order on the Website and not from a third party bank account.
10.6 You must use a bank account with sufficient funds available to cover your order and any applicable fees.
11. Collecting Your Order
11.1 Orders can be collected by the person who made the order from the Collection Location set out in the confirmation email during the Collection Location opening hours. Please check the Website for opening hours and allow sufficient time to make your collection before departing. We reserve the right to change the Collection Location and/or collection time by notifying you prior to the collection date if we are unable to fulfil your order from your nominated Collection Location or by your nominated collection date/time.
11.2 At the time of collection you must produce the following:
(a) if you paid by credit or debit card, the card with which the order was paid for; and
(b) a print out of your confirmation email or your order reference number; and
(c) one form of identification (original only) from the following: current Passport (plus a valid credit or debit card in your name).
11.3 For the avoidance of doubt, if you do not bring your identification at the time of collecting your order, you will not be able to collect your order.
11.4 The name on the credit or debit card you used to pay for the order must match the name on the identification presented at the time of collection. We will not release your order if the card used to pay for the order is not presented or if payment has been made by a cardholder who is not the person placing and collecting the order.
11.5 You will be required to sign for your order at the time you collect it.
11.6 In order to comply with our anti-money laundering and other legal obligations and our internal risk and fraud policies, you may be requested to provide further information and identification documents (such as proof of residential address) and take a copy of your identification documents and other documents at the time of collection.
11.7 The above requirements are in place to enable us to comply with laws and regulatory requirements and to help to protect you against fraud.
12. Fees and Charges
12.1 Total Amount: The total sum payable by you for the purchase of Online Foreign Currency will be shown on the “Review” page.
12.2 Collection Fee: If the Collection Location is an Agent Collection Point, and your order for Online Foreign Currency is equivalent to NZD2000.00 or less, we will charge you a non-refundable collection fee of NZD10.00 per order (“Collection Fee”), payable by you when you purchase Online Foreign Currency. The Collection Fee will be shown with your Total Amount “Review” page.
12.3 Commission: If you use the Service via this Website to purchase Online Foreign Currency, you will not be charged any commission.
12.4 Debit or Credit Card fees: Payment by MasterCard or Visa debit or credit card, we incur a non-refundable card surcharge of 1.8% of the total order value. This will be shown within your order summary on the “Payment” page on selection of the payment option.
12.5 Card issuer/Bank Fees: If you choose to pay by credit or debit card, your card issuer/bank may charge you an additional cash advance fee. We have no control over and are not liable for such fees.
12.6 Variation: We reserve the right to change any fee or commission set out in this clause 12 or add a new fee or commission at any time.
13. Order Cancellation
13.1 No cancellation of Online Foreign Currency orders:
(a) You cannot reverse or “cancel” an order for Online Foreign Currency once you have made payment for your order.
(b) Despite the above, you may visit a Travelex Store to sell your Online Foreign Currency to Travelex at Travelex’s applicable buy rate of the day, which may be more or less favourable than the rate at which you originally purchased the Online Foreign Currency. Any card fee or commission or Collection Fee that you paid on the original order will not be refunded.
13.2 Cancellation of Online Travelex Money Card purchases:
(a) You may cancel an Online Travelex Money Card initial purchase at any time prior to collection.
(b) To cancel an online order for an Online Travelex Money Card you must notify us prior to collection by contacting our Customer Service Centre either by phone on 0800 666 391 (if overseas, please call +61 2 9696 9299) or by email to RetailCSC@travelex.co.nz. Operating 24/7. You will need to provide your details and your order reference number.
(c) If you paid by debit or credit card:
(i) Your Online Travelex Money Card order will be refunded to your card less the card surcharge of 1.8%. Travelex does not refund cash advance charges charged by your card
(ii) Please note that, as refund processing is subject to your card issuer’s timeframes, it may take up to 10 Business Days after we receive your cancellation request for a debit or credit card refund to be processed and available in your account or card; and
(iii) Due to security reasons and to protect you from fraud, debit or credit card refunds can only be made to the card from which the payment was made.
(d) If you paid by Bill Payment:
(i) Your Online Travelex Money Card order will be refunded by returning the original Bill Payment to your bank;
(ii) Please note that, due to the banking system, it may take up to 10 Business Days after we receive your cancellation request for the refund to reach your bank; and
(iii) Due to security reasons and to protect you from fraud, Bill Payment refunds can only be made to the account from which the payment was made.
13.3 You cannot cancel reloads of Travelex Money Cards that have been completed via the Service. See the Online Travelex Prepaid Card Reload Terms and Conditions for details.
13.4 For further information on the Travelex Money Card terms and conditions, please read the Terms and Conditions here.
14. Uncollected Orders
14.1 Should you fail to collect your order from the Collection Location within 72 hours after your nominated collection date (including by failing to satisfy our requirements under clause 11), your order will be marked as Uncollected and we will contact you to arrange an alternative collection date. In the event that we are unable to contact you within 90 days of the date that our contract was formed and you have not collected, cancelled or proceeded to reverse your transaction (as applicable) in accordance with these Terms then the funds held by us at that time will be treated as unclaimed moneys.
14.2 The provisions of this clause do not affect your statutory rights.
15. Travelex Money Cards Product Disclosure Statement and Terms & Conditions
15.1 If you purchase an Online Travelex Money Card via the Service, in addition to these terms and conditions, you must read and agree to the Travelex Money Card Product Disclosure Statement (PDS) and the Travelex Money Card Terms and Conditions (“TMC Terms and Conditions”).
15.2 Online Travelex Money Cards are subject to the TMC Terms and Conditions and by submitting an Online Travelex Money Card order via the Service you acknowledge that you have (i) received the TMC Terms and Conditions; (ii) have read, agreed to and will be bound by the relevant terms and conditions as set out in the TMC Terms and Conditions; and agree to receive the TMC Terms and Conditions online.
15.3 Where there is any inconsistency between these Terms and the terms of the TMC Terms and Conditions, these Online Ordering Terms and Conditions shall prevail to the extent of any inconsistency in regard to the purchase of an Online Travelex Money Card using the Service.
16. Personal Information and Security
16.1 We use secure server software to make our Internet transactions secure. You should review our Privacy Statement to find out how we may use and disclose your personal information. By using the Website and acquiring the Services you agree with our Privacy Statement. You agree that all information provided by you is true and correct, that any material information will not be withheld and you will provide us with any additional information that may be required by us.
16.2 All credit and debit card holders 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.
17. Limiting Our Liability
17.1 We use reasonable care and skill in providing the Service. However, we shall not be liable to you for the following:
(a) 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 but not limited to war, terrorism, government action, natural disaster, and industrial dispute;
(b) for any damage to your computer equipment or other facilities as a result of using the Website or the Service;
(c) for any monetary limits, currency exchange restrictions, country restrictions or any other restrictions or limits outside of Travelex’s reasonable control (including but not limited to any prohibitions on bringing currencies into a country);
(d) for any indirect, or Consequential Losses, suffered or incurred through your use of the Website or the Service however caused (“Consequential Loss” means any (1) loss which is consequential upon another loss; (2) loss of income or revenue; (3) a loss of opportunity or goodwill; (4) a loss of profits; (5) a loss of savings; or (6) a loss of data; and
(e) Damages, losses, claims or expenses suffered as a result of the act or omission of a third party which is beyond our reasonable control.
17.2 To the extent permitted by law, our maximum liability to you in respect of each use of Service for the purchase of Online Foreign Currency or Online Travelex Money Cards shall be to refund the purchase price of that order.
17.3 The disclaimers and limitations of liability in these terms shall not apply to any damages arising from death or personal injury caused by the negligence of Travelex or any of its employees or agents or for fraud.
17.4 If any provisions of these terms including these disclaimers and limitations shall be unlawful or unenforceable then such provisions shall fall away and shall not affect the validity and enforceability of the remaining Terms. This does not affect your statutory rights.
17.5 Please note that consumers are protected by certain statutory rights which cannot be excluded by agreement. Any provision of these Terms which seeks to restrict or exclude those rights may be open to challenge by you.
18.1 Under New Zealand laws we are prohibited from dealing with sanctioned individuals or entities. If it appears that you are a sanctioned person, or are acting on behalf of a sanctioned person or entity, we may be required to suspend or stop providing the Service to you. We may also be required to freeze any transactions with you and freeze any assets of yours which we hold. These processes may cause a substantial delay in providing the Service to you or may prevent us from providing the Service to you.
18.2 Travelex does not accept identification issued by certain countries due to autonomous sanction implications. Travelex may however proceed with the transaction if you are able to provide an alternative identification that is acceptable in accordance with our identification requirements.
You must indemnify us from and against all claims, liabilities, damage, suits and losses, made against or suffered by us as a direct result of:
(a) any fraudulent, wilful or negligent act or omission of yours which causes us to be in breach of applicable laws or regulations, or otherwise causes us to incur losses, costs, damages or claims;
(b) any breach of these Terms by you; or
(c) personal injury or death, or property damage caused or contributed to by you.
20. Alteration of Terms
We may, at any time, with immediate effect, in respect of future orders, change or withdraw the Website, the Service and these Terms without liability to you. If we revise these Terms, we will post the revised version on the Website. By using the Service or Website or placing orders via the Service after we have changed these Terms, you will be accepting the changes.
21. Third Party Rights
When you place an order for Online Foreign Currency via the Service and we receive your payment for the order and accept your offer to enter into the contract for the related Service, we are entering a contract with you personally. Nothing in these Terms will confer any benefit on any third party or any right to enforce these Terms, on any third party.
22. Law and Jurisdiction
Our relationship shall be governed and interpreted in accordance with the laws in New Zealand. Any dispute, which cannot be resolved between us, shall be resolved in the courts of New Zealand.
23. Complaints and Compliance
23.1 If you have any comments or complaints in respect of our Services, please contact us on 0800 666 391 (if overseas, please call +61 2 9696 9299). Operating 24/7 or by email to RetailCSC@travelex.co.nz.
23.2 You must comply with all laws and regulations binding on you, including complying with all obligations under, and not breaching, the anti-money laundering legislation or any other applicable laws.
24. Terms Governing Access
24.2 Our Website may, from time to time, contain links to and from the websites of our group companies, selected partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and accordingly we cannot accept any responsibility or liability for such policies. It is therefore advisable to check these policies before you submit any personal information to these websites. By using the Website and acquiring our Services you accept the terms governing the websites of our partners.