KAPOOK UK LIMITED MONEY TRANSFER SERVICE IS SUBJECT TO THE FOLLOWING TERMS AND CONDITIONS:
In the event there is any inconsistency between the English version of our web site and any other language version, the English version shall be binding.
Kapook UK Limited, Trading as “Kapook EU” and “Kapook UK” is authorized and regulated by The Financial Conduct Authority (FCA) Firm reference Number 748958 and Her Majesty’s Revenue and Custom registration number XHML00000127306. Registration Reference: ZA319552. Registered office of the company is at 94 Caledonian Road, London, N1 9DN, United Kingdom.
A Kapook UK Limited Money Transfer customer (the “Sender”) may send a Money Transfer to a designated receiver (the “Receiver”) anywhere in the world where Kapook UK Limited offers its services over the Internet (the “Service”) using Debit Card, Credit Card, Sofort Banking, Online Transfer and Cash or any other electronic payment method (“Payment Method”). Money Transfers will normally be paid to the Receiver in cash or bank deposit. Money Transfers are promptly made available to the Beneficiary for pick up, home delivery (available in limited destinations only), or deposit into Beneficiary’s bank account after validation of Sender information which may take up to 24 hours, at Kapook UK Limited’s agent locations in the destination country. Certain money transfer services, transfers that exceed certain principal amounts, and/or transfers to certain destinations may take longer or be subject to additional restrictions. In all destinations, the Receiver may be required to provide proper identification to receive the payment. Please contact Kapook UK Limited at the Customer Service telephone number listed below for current information regarding the availability of your transaction and current status. Kapook UK Limited reserves the right to limit the principal amount of a Money Transfer, or to decline to accept or pay any Money Transfer that it or its agents determine in their sole discretion violates any applicable law or Kapook UK Limited policy. Please contact Kapook UK Limited at the Customer Service telephone number listed below for current information regarding the conditions applicable to the service you have selected or your expected payment location. When required by applicable law, Money Transfers sent or received in any country, will be reported to federal, provincial, local and/or foreign authorities. You will be required to provide Kapook UK Limited with certain information to allow us, among other things: to verify your identity; to receive appropriate Payment Method authorization; and/or to complete the transaction. Please refer to Kapook UK Limited’s Online Privacy Statement for information concerning Kapook UK Limited use of this and other personal information.
FEES, PAYMENT AND CURRENCY EXCHANGE
Transfer Fees. In consideration for the use of the Service, you agree to pay to Kapook UK Ltd. a fee for each Money Transfer initiated by you at the applicable rate then in effect (the “Transfer Fee”). The applicable Transfer Fee for your transaction will be provided to you prior to your final authorization of the transaction, in addition to any applicable fees for additional services.
Currency Exchange. All payments will be made in the currency of the destination country (except in a limited number of instances where payment can be made in the sending currency). In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. Local currency is converted to foreign currency at an exchange rate set by Kapook UK Ltd. Any difference between the rate given to customers and the rate received by Kapook UK Ltd. will be kept by Kapook UK Ltd. (and, in some cases, its international agents) in addition to the Transfer Fees. For information concerning the current currency exchange rates provided by Kapook UK Ltd. to its customers call +44 (0) 203 515 8885 or visit the website https://www.kapookeu.com.
Payment. Transfer fees and the principal amount are due and payable before Kapook UK Ltd. processes the transaction. You must pay for the Service with your Payment Method. If Kapook UK Ltd. does not receive authorization from the Payment Method issuer, the transaction will be not be processed and funds will not be transmitted to the Receiver. Kapook UK Ltd. assumes no liability for damages resulting from or arising out of non-payment of the Money Transfer by reason of non-receipt of authorization from the Payment Method issuer. Each time you use the Service you agree that Kapook UK Ltd. is authorized to charge your designated Payment Method account for the principal amount, the transfer fee and any other applicable fees. (Your agreement with your Payment Method issuer governs use of your Payment Method, and you must refer to that agreement to ascertain your rights and liabilities as a user of your Payment Method, which may include a “cash advance” fee.)
Telephone notification to the Receiver that the Money Transfer is available for pick up is offered in The United Kingdom and certain international destinations.
If a Money Transfer is not picked up by the Receiver or is not cancelled by the Sender prior to pick up within one (1) year of the date it was sent, there will be a non-refundable administration charge where permitted by law. The administration charge will be deducted from the principal amount of the Money Transfer. The administration charge is ONE (1) British Pound per month from the date the Money Transfer was sent, but not more than Twenty Five (25) British Pounds.
RESOLUTION OF DISPUTES
Kapook UK Limited shall exercise its best efforts to resolve any disputes that arise by our customers. The following escalation procedures will be used to resolve any issues and disputes:
Step 1 – Contact Customer Service Officers
Step 2 – Contact the Customer Care Manager
Step 3 – Contact the Management Office
If you remain unsatisfied with the resolution of your complaint after following the above escalation process, FCA, HMRC, Consumer Direct, Office of Fair Trading or Ombudsman Service (FOS) may be able to help you.
You can contact the Ombudsman Service at:
The Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Phone: 08000234567 or 03001239123
Financial Ombudsman Service will only deal with complaints about problems that occurred within the UK or acts and omission by the FCA authorised payment service provider within the EEA. If you have a complaint about problems that occurred outside the UK and/or acts and omission by a non-FCA authorised entity, you may refer your complaint to the local ombudsman where the problem occurred and follow the local out of court and redress procedures to register your complaint.
Any dispute or claim arising from or relating to this Money Transfer that involves a claim by Sender for less than $10,000, exclusive of interest, arbitration fees and costs, can be settled by arbitration administered by the UK Advisory, Conciliation & Arbitration Service (“ACAS”) under its Arbitration Rules for the Resolution of Consumer Related Disputes. Any other dispute or claim arising from or relating to this Money Transfer shall be settled by arbitration administered by the ACAS under its Commercial Arbitration Rules, with such arbitration to be held in the most populous city in the province from which the Money Transfer was sent, or in such other location as the parties may mutually agree. Each party shall bear its own lawyer, expert and witness fees, which shall not be considered costs of arbitration. Judgment on any award rendered by the arbitrator may be entered in and enforced by any court having jurisdiction thereof. The parties agree that neither of them shall have the right to participate as a representative or a member of any class of claimants pertaining to any claim subject to arbitration under this paragraph and that claims of third parties shall not be joined in any arbitration between the parties. If any portion of this paragraph is deemed invalid or unenforceable, it shall not invalidate the remaining portions of this paragraph. THE PARTIES ACKNOWLEDGE AND AGREE THAT, EXCEPT AS EXPRESSLY PROVIDED IN THIS PARAGRAPH, THEY ARE WAIVING ALL RIGHTS TO A TRIAL BY COURT OR JURY AS A MEANS OF RESOLVING ANY DISPUTES ARISING OUT OF OR RELATING TO THIS MONEY TRANSFER.
LIMITATION OF LIABILITY
IN NO EVENT SHALL KAPOOK UK LTD BE LIABLE FOR DAMAGES FOR DELAY, NONDELIVERY, NONPAYMENT OR UNDERPAYMENT OF THIS MONEY TRANSFER, OR ANY SUPPLEMENTAL MESSAGE, WHETHER CAUSED BY NEGLIGENCE ON THE PART OF ITS EMPLOYEES OR AGENTS OR OTHERWISE, BEYOND THE SUM OF $500 (in addition to refunding the principal amount of the Money Transfer and the fees), unless the Sender has obtained a higher liability limit by calling the telephone number set out at the bottom of this form and paying an additional charge therefore. IN NO EVENT WILL KAPOOK UK LTD BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES. THESE CONDITIONS CANNOT BE CHANGED OR SUPPLEMENTED ORALLY.
KAPOOK UK LTD AND ITS AGENTS RESERVE THE RIGHT TO DECLINE TO SEND OR REFUSE TO PAY ANY MONEY TRANSFER THAT EITHER OF THEM DETERMINES IN THEIR SOLE DISCRETION VIOLATES ANY APPLICABLE LAW OR KAPOOK UK LTD POLICY.
94 CALEDONIAN ROAD,
BY TELEPHONE: +44 (0) 203-515-8885