Travelex Online Terms and Conditions - New Zealand

Definitions

In these terms and conditions (“Terms”):

Business Day means a day that is not a Saturday, a Sunday or a public holiday or bank holiday in New Zealand.

NZST means New Zealand Standard Time.

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 West, Auckland, 1010 registered in New Zealand. You can also contact us via email: RetailCSC@travelex.co.nz.

2. What these Terms apply to

2.1 These Terms apply to the Service when it is used as an online ordering facility through this website (“Website”) or the Travel Money App (“App”) (as applicable) for:

(a) the purchase of foreign currency cash which is to be collected by you from a Travelex store;

(b) the purchase of 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”);

(c) the purchase of a Travelex Money Card which is to be collected by you from a Travelex store; (Please note: purchase of a Travel Money Card is not available via the App);

(d) the top up of a Travelex Money Card.

Cash or card collection shall be referred to throughout these Terms as “Collection”.

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.

3. Use of the Service

3.1 The Service is only available to individuals aged 14 years or over who are resident in and accessing the Service from New Zealand via the Website or App.

3.2 The Service may be used to (a) purchase Online Foreign Currency, (b) purchase a Travelex Money Card (via the Website) and (b) top up a Travelex Money Card 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 or App. 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 .

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.

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 A customer may only hold one unexpired Travel Money Card in his or her name at any one time.

6. Order Confirmation

6.1 After you place your order with us and we receive your order, the system will display a confirmation page setting out the details of your order.

6.2 You cannot change any order you place with us.

6.3 We may, at our sole discretion, accept or reject any order we receive.

6.4 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 debit/credit card or your Apple Pay payment from your linked debit or credit card or we have received your Bill 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 (“Order Confirmation Email”).

6.5 The title to the Online Foreign Currency you have purchased will transfer to you immediately upon dispatch by us of the Order Confirmation Email. The title to a Travelex Money Card you have purchased will transfer to you upon Collection of the Travelex Money Card.

6.6 You authorise and accept that we will (or our agent 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.

6.7 Please print the Order Confirmation Email and have it with you at the time of collection.

6.8. We may reject an order if any of the fraud, anti-money laundering, sanctions or politically exposed persons checks that we conduct fail in respect of you as customer.

7. Payment

Payment via debit or credit card

7.1 For orders paid for by debit/credit card or Apple Pay linked with your debit or credit card issued by MasterCard or Visa, your card will be debited with the relevant amount once you click on the final button to submit your order. To protect you against fraud we require the card used to pay for an order to be presented at the time of collection.

7.2 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.

7.3 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.

Payment via Bill Payment:

7.4 If you choose Bill Payment as your payment method, you must make payment within 12 hour of the placement of your order. If you do not pay within this timeframe, we may cancel your order.

7.5 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.

7.6 You must use a bank account with sufficient funds available to cover your order and any applicable fees.

8. Collection

8.1 The available collection dates are highlighted during the ordering process. You must choose one of the highlighted 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.

8.2. We will use our reasonable endeavours to meet your nominated Collection or Delivery date, but we will not be liable for failing to do so.

8.3 In addition to clause 8.2 above, please note that 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.

8.4 We may change the Collection period from time to time at our sole discretion.

8.5 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”).

8.6 You cannot change the Collection Location after the order has been submitted.

8.7 Orders can be collected by the person who made the order from the Collection Location set out in the Order 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.

8.8 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; or if you paid with Apple Pay, show the image of the linked card stored in your Apple Wallet;

(b) a print out of your confirmation email or your order reference number; and

8.9 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.

8.10 You will be required to sign for your order at the time you collect it.

8.11 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.

8.12 The above requirements are in place to enable us to comply with laws and regulatory requirements and to help to protect you against fraud.

9. Currencies and Denominations

9.1 The Service is only available for the currencies listed from time to time on the ordering pages of the Website and App. These currencies are subject to change from time to time at Travelex's sole discretion. Currency availability may be affected by factors outside of our control.

9.2 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.

10. Exchanger Rates

10.1 The exchange rates quoted on the Website and App are subject to change. We will use the applicable exchange rate at the time we receive your order. The exchange rate applicable to your transaction is the rate set out in your Order Confirmation Email.

11. Fees and Charges

11.1 Total Amount: The total sum payable by you will be shown prior to submission of your order.

11.2 Collection Fee: 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”), payable by you when you purchase Online Foreign Currency. The Collection Fee will be shown on the final review page prior to submission of your order.

11.3 Commission: If you use the Service via this Website to (a) purchase Online Foreign Currency and/or a Travelex Money Card or (b) top up a Travelex Money Card via the Website or App, you will not be charged any commission.

11.4 Debit or Credit Card fees: If you pay by MasterCard or Visa debit or credit card or Apple Pay linked with your MasterCard or Visa debit or credit card, you will be charged a non-refundable card surcharge of 1.8% of the total order value. This will be shown within your order summary on selection of the payment option.

11.5 Card issuer/Bank Fees: If you pay by credit or debit card or Apple Pay linked with your 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.

11.6 Variation: We reserve the right to change any fee or commission set out in this clause 11 or add a new fee or commission at any time. All fees will be shown within your order summary and prior to payment.

12. Order Cancellation

12.1 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.

12.2 Cancellation of Travelex Money Card purchases:

(a) You may request cancellation of an online Travelex Money Card initial purchase at any time prior to collection.

(b) You cannot cancel top ups of Travelex Money Cards that have been completed via the Service.

(c) To request cancellation of an online order for a 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 RetailCSC@travelex.co.nz. Operating 24/7. You will need to provide your details and your order reference number.

(d) If we agree to cancel your Travel Money Card order, we will calculate the refund amount (being the amount of foreign currency loaded onto the Travel Money Card during the original purchase converted into AUDNZD using Travelex’s applicable buy rate of the day) and return the refund amount to the card or bank account used to pay for the original order. Any card surcharge, commission or GST that you paid on the original order will not be refunded.

12.3 If you paid by debit or credit card:

(a) Your Online Travelex Money Card order will be refunded to your card less the cardor Apple Pay surcharge of 1.8%. Travelex does not refund cash advance charges charged by your card

(b) Please note that, as refund processing is subject to your card issuer’s timeframes, it may take up to 6 Business Days after we receive your cancellation request for a debit or credit card or Apple Pay refund to be processed and available in your account or card.

(c) Due to security reasons and to protect you from fraud, debit/credit card or Apple Pay refunds can only be made to the card from which the payment was made.

12.4 If you paid by Bill Payment:

(a) Your Travelex Money Card order will be refunded by returning the original Bill Payment to your bank;

(b) 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.

12.5 You cannot cancel reloads of Travelex Money Cards that have been completed.

13. 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 30 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 a 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 (collectively the “TMC Terms and Conditions”).

15.2 Travelex Money Cards are subject to the TMC Terms and Conditions and by submitting a Travelex Money Card order via the Service you acknowledge that you have

(i) received the TMC Terms and Conditions;

(ii) read, agreed to and will be bound by the relevant terms and conditions as set out in the TMC Terms and Conditions; and

(iii) agreed 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 Terms shall prevail to the extent of any inconsistency in regard to the purchase of a 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 or App and acquiring the Services you agree with our . 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 payments and payments made via Apple Pay linked with a credit or debit card) 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.

16.3. The personal information that we collect within the course of providing the Service to you is for the purpose of fulfilling our obligations under the Anti-Money Laundering and Countering Financing of Terrorism Act 2009. This Service cannot be provided without us collecting this information for this purpose.

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, App 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, App 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 the Service for the purchase of Online Foreign Currency or 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. Sanctions

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 In addition, 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.

Only passport is acceptable for this service so you may need to complete your transaction via the store by providing an alternative identification.

18.3. These processes may cause a substantial delay in providing the Service to you or may prevent us from providing the Service to you.

19. Indemnity

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

20. Alteration of Terms

We may, at any time, with immediate effect, in respect of future orders, change or withdraw the Website, the App, 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, Website or App, 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 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. 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

24.1 Access to the Website is provided only in accordance with our Website General Terms of Use ("Website Terms"). Please read the Website Terms of Use carefully before you start to use the Website. By using the Website, you indicate and warrant that you accept the Website Terms and that you agree to abide by them. If you do not agree to the Website Terms, please refrain from using the Website.

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.

25. Same Day Collection Service (Christchurch Airport only)

25.1 If you have elected Same Day Collection for your online order then the following terms and conditions apply.

25.2 Same Day Collection is only available:

(a) on orders for foreign currency cash and Travelex Money Card via the Website or App in the following currencies: USD, GBP, JPY and EUR;

(b) where the collection location is located at Christchurch Airport;

(d) when the collection time is within the store’s opening hours; and

(e) when you place your online order via the Website by 11am NZDT on the day you are intending to collect the order.

25.3 Fulfillment of your order is subject to stock availability and satisfactory regulatory checks. You must wait for your “ready for collection” email to arrive in your email inbox prior to attending the collection location at Christchurch Airport.

25.4 In the event we do not have adequate stock to fulfil your order, we will contact you and arrange to either (at your option):

(a) load the relevant currency onto a Travel Money Card; or

(b) refund the amount you originally paid to the card from which the payment was made. As refund processing is subject to your card issuer’s timeframes, it may take up to 6 Business Days for refund to be processed and available in your card.

25.5 For Same Day Collection orders, clauses 24.1 to 24.5 will prevail over the other Terms and Conditions to the extent of any inconsistency.

December 2024