Terms and Conditions for use of the TransferLab online money transfer service

About This Agreement
1. This agreement sets out the terms and conditions on which we provide to you the TransferLab money transfer service (the “Transfer Service”).
2. You agree that these terms and conditions, and all communications relating to them between us and you, shall be made in the English language. Where a translation of these terms and conditions or any such communication is made into another language, the English version shall prevail over any translation.
3. Please read these terms and conditions carefully before you start to use the Transfer Service. These terms and conditions (always together with the documents referred to in these terms and conditions) tell you who we are, how we will provide the Transfer Service to you, how this agreement may be changed or ended, what to do if there is a problem, and other important information.
4. Your use of the Transfer Service confirms your acceptance of these terms and conditions. In addition, where you use the Transfer Service via our website, www.transferlab.io (the “Website”), or our mobile phone application (the “App”), your use of the Transfer Service confirms your acceptance of the Terms and Conditions for Use of the TransferLab Website and Mobile Phone Application (the "Website and App Terms"), which are available at https://transferlab.io/terms-and-conditions. Your use of the Transfer Service is subject to your continued compliance with these terms and conditions and (where relevant) the Website and App Terms. If you do not agree with these terms and (where relevant) the Website and App Terms, please do not use the Transfer Service.
5. If you don't understand any of these terms and conditions and want to talk to us about them, please contact us at support@transferlab.io.
About TransferLab
1. The Transfer Service is provided by Bureau Buttercrane Ltd, trading as TransferLab (“we”, “us” or “TransferLab”), a company established in Northern Ireland with its registered office at Unit 20, Buttercrane Shopping Centre, Newry, County Down, BT35 8HJ, United Kingdom (company number NI603454).
2. TransferLab is a payment institution authorised and regulated by the Financial Conduct Authority for the provision of payment services (reference number 747167). The Financial Conduct Authority can be contacted by post at The Financial Conduct Authority, 12 Endeavour Square, London, E20 1JN, by phone on 0800 111 6768, or by email at consumer.queries@fca.org.uk. TransferLab is also registered with Her Majesty's Revenue and Customs as a money service business (registration number XQML00000111555).
3. These terms and conditions apply to money transfers initiated by a natural person or business in the United Kingdom (a “Sender”), either:
  1. online through the Website or App; or
  2. for money transfers initiated by telephone, via 02830263207, 02830261018, 02830447500, 07771923255 (the "Telephone Number"); or
  3. for money transfers initiated by email, via domains including bureaubuttercrane.com, transferlab.io & currencylab.io (the Email Address).
The TransferLab Service
1. The Transfer Service allows a Sender to initiate a transfer of money as a single payment transaction (a “Transfer”) via the Website, the App, the Telephone Number or the Email Address to a natural person or business outside the United Kingdom and designated by the Sender (the “Recipient”). The Recipient will receive the Transfer into a bank account designated by the Sender.
2. The Recipient may only be located in one of the countries in which we operate (the "Supported Countries"), and the Transfer may only be made into one of the currencies designated by us (the "Supported Currencies"). A list of the Supported Countries and Supported Currencies may be found at: https://help.transferlab.io/knowledge/what-countries-can-i-send-money-to-with-transferlab TransferLab reserves the right to cease providing the Transfer Service in relation to any of the Supported Countries or Supported Currencies at any time and without any notice to you.
3. The Transfer Service is only available to persons aged 18 years and over. We may ask you at any time to show proof of your age.
4. You confirm that you have authority to bind any business or entity on whose behalf you seek to use the Transfer Service, and that such a business or entity accepts these terms in full.
5. The Transfer Service may only be used to make a Transfer to a Recipient that is able to enter into legally binding contracts under applicable law, including local law in the jurisdiction in which the Recipient lives.
6. The Transfer Service may not be used for any unlawful purpose, which includes, without limitation:
  1. a transfer or receipt of money for the purpose of funding illegal activity;
  2. a transfer of money which constitutes money laundering or terrorist financing under applicable law, or which has been obtained by illegal activity; and
  3. a transfer of money for the purpose of avoiding the seizure of such money by law enforcement authorities or under an order of any court of law, or for the purpose of tax evasion.
Transfer Requests
1. In order to use the Transfer Service, the Sender must:
  1. In the case of Transfer Requests to be submitted online, set up a profile through the Website or the App (a “Profile”), as described in the Website and App Terms. You are required to update the personal information contained in the Profile in case of any changes before making a request for a Transfer (a "Transfer Request").
  2. In the case of Transfer Requests to be submitted by telephone or email, provide certain personal information, in accordance with clause 10 of these terms and conditions, before making a request for a Transfer (a "Transfer Request").
2. When you submit a Transfer Request, you are requesting that we process the Transfer on your behalf and consenting to the execution of the Transfer. We are not obliged to process any particular Transfer. Your Transfer Request is an offer which we may accept or reject at our sole discretion.
3. Prior to a Transfer Request being submitted by the Sender, we will make available the following information depending on the information provided by the Sender:
  1. the amount to be sent by the Sender (the “Send Amount”)
  2. the fee that we will charge the Sender for the Transfer and any other fees or charges (the "Fees");
  3. an estimate of the exchange rate that will apply to a Transfer;
  4. the estimated amount the Recipient will receive after the exchange rate is applied and the Fees are deducted; and
  5. the latest time by which the funds will be made available to the Recipient.
4. Together, the Send Amount and the Fees will be known as the Transaction Amount.
5. We may, at our sole discretion, impose a limit on the Transaction Amount.
6. In order to complete the submission of a Transfer Request via the Website, the App, the Telephone Number or the Email Address, the Sender shall:
  1. confirm the acceptance of these terms and conditions;
  2. provide its consent to the execution of the Transfer; and
  3. confirm that the information submitted to TransferLab is true and accurate in all respects. In certain cases, we may require additional information from the Sender including, but not limited to, further background information relating to a Transfer, and we will either contact the Sender directly or ask the Sender to contact us to obtain the additional information before a Transfer can be successfully completed.
7. A Transfer Request will be accepted, and a binding contract entered into, once we send an e-mail to the Sender containing the following information:
  1. a unique Transfer identification number, enabling the Sender and Recipient to identify the Transfer (the "Transfer ID Number");
  2. a confirmation of the Send Amount;
  3. a confirmation of the Fees;
  4. a confirmation of the exchange rate applied to the Transfer;
  5. a confirmation of the amount remaining after application of the exchange rate and deduction of the Fees (the "Receive Amount"); and
  6. the date the Transfer Request was received.
8. If you provide incorrect information with your Transfer Request, such that the Transfer is sent to a person or entity other than the Recipient, we will use reasonable efforts to recover the funds for you. We may charge you a fee to do this. However, it may not be possible to recover the funds, and TransferLab will not be liable for any loss you may suffer as a result.
Payment
1. To make a Transfer Request, you will need to provide payment instructions through the Transfer Service. This will include but is not limited to the Recipient's full name, address, account number and Bank Identifier Code ("SWIFT" or "BIC"), any reference, and the Send Amount.
2. It is solely your responsibility to make sure all the Transfer details are accurate before submission.
3. Providing inaccurate details can cause delays in processing your Transfer or can lead to your Transfer being cancelled. Once a Transfer has been submitted for processing, TransferLab may, at their sole discretion, attempt to cancel a Transfer at your request, but cannot guarantee success in such efforts if a Transfer has been duly authorised and submitted.
4. The exact value of the money received by the Recipient may differ from the Receive Amount due to additional fees applied by the Recipient's banks or other service providers.
5. Once you confirm that you would like to initiate a Transfer, we will generate the Transfer ID Number and provide you with funding instructions, including our bank account details, or request you to provide your card details (if that is the payment method you have chosen), so that you can deposit the Transaction Amount.
6. Once your Transfer has been accepted and the Transaction Amount has been received by TransferLab, we will aim to pay the Receive Amount onto the Recipient bank account in the Supported Currency requested within the specified delivery time.
7. We will not contact the Recipient when funds become available on the Recipient's account.
8. We will attempt to process Transfers promptly, but any Transfer may be delayed or cancelled for a number of reasons, including but not limited to the need:
  1. to verify your identity;
  2. to validate your Transfer Request;
  3. to contact you;
  4. to otherwise comply with applicable law;
  5. to manage international variations in business hours and currency availability; or
  6. to meet additional legal requirements or/and operating procedures and business guidelines that our partners have in place.
9. Delivery times quoted on the Website or the App, or in these Terms and Conditions ("Delivery Times"), are representative of the normal or average service delivery time to a Recipient, and are not a guarantee of an individual Service or Transfer time. For the most up to date list of Delivery Times, please visit https://help.transferlab.io/knowledge/how-long-does-it-take-to-receive-a-money-transfer-from-transferlab.
10. Banks have specified cut-off times for the receipt and dispatch of electronic payments. You acknowledge and agree that TransferLab cannot be held liable for any delay in onward payment attributable to the late arrival of your funds or instruction for payment, related to the cut-off times imposed by our banking partners for the receipt and dispatch of electronic payments (the "Cut-Off Times"). For GBP payments the cut off time will be 4pm daily. For EUR payments, the cut off time will be in line with SEPA payments and will be at 2pm daily.
11. Once we have received your Transfer Request, we will:
  1. in the case of Transfer Requests submitted online, display it under the transfer history section of your Profile; or
  2. in the case of Transfer Requests submitted by telephone or email, send you an email containing the details of the Transfer;

and give each Transfer a Transfer ID Number. You should quote this number when communicating with us about a particular Transfer.

1. We will only process your Transfer Request if we have received sufficient cleared funds from you into our TransferLab bank account. It is your responsibility to fund your Transfer in a timely manner. We cannot be responsible for the time it takes for the money to be sent to us by your bank or payment service provider.
2. You must make sure that the information you provide when setting up a Profile (where relevant) or making a Transfer Request is correct and complete. If we have processed your order in accordance with the information you have provided to us it will be considered correctly completed, even if you have made a mistake.
3. If an incorrect amount is transferred by TransferLab (e.g. double payment, overpayment), the Recipient is obliged to refund the funds back to TransferLab. TransferLab reserves the right to take legal action if the Recipient should refuse to refund the surplus funds.

6. Payment Methods

A Transfer will be funded by the Sender through a debit card, bank transfer, Open Banking payment, or other payment method offered by TransferLab (the "Payment Methods").
The Payment Methods made available to you will depend on a number of factors, including your verification status with us. The Payment Methods are not part of the Transfer Service, they are services provided by third parties; for example, the card provider that issued you with your credit/debit card. We cannot guarantee the use of any particular Payment Method and may change or stop offering you the option to use a Payment Method at any time without notice to you.
Where relevant, you authorise us to debit your chosen Payment Method with the Transaction Amount. You represent and warrant that you are the lawful owner of the Payment Method and that the details you supply to us are accurate.
If your payment fails or is insufficient, you authorise us to re-try one or more times to debit your selected Payment Method.
Both you and the Recipient will only act on your own behalf. You may not submit a Transfer Request or receive a Transfer on behalf of a third person.
If you selected a Payment Method which gives you chargeback rights (for example in relation to your debit card, you may ask your card provider to reverse a transaction on your card), you promise that you will only exercise this chargeback right if we have breached this agreement. You promise that you will not exercise your chargeback right for reasons for which we are not responsible, including where a dispute arises with the Recipient or if there are insufficient funds in your payment instrument. If we need to investigate or take any actions in connection with a chargeback raised by you, we may charge you for our costs in doing so.
TransferLab will have no responsibility for any fees or charges you may incur by the use of a particular Payment Method to fund a Transfer. These may include but are not limited to unauthorised overdraft fees imposed by banks (if there are insufficient funds in your bank account), cash advance fees, or additional interest which may be imposed by card providers.
You may authorise third parties to provide their services to you, including authorising them to initiate payments from your bank account using Open Banking. You acknowledge that if you authorise a third party to access your bank account, we may disclose certain information about you to this third party. We are not responsible for any such third party's use of your bank account or any information in your bank account. Granting permission to a third party does not relieve you of your responsibilities under this agreement, including notifying us if your Profile has been compromised (where relevant) or if a Transfer Request is incorrect or unauthorised.

7. Exchange Rates

The foreign exchange conversion rate shown during the provision of the Transfer Service is the rate applicable for a currency conversion transaction done on that particular day and time.
The exchange rate specified during the provision of the Transfer Service may fluctuate from time to time in accordance with fluctuations in international exchange rate markets.
The Transaction Amount that you will be required to pay and the relevant exchange rate will be:
1. in the case of Transfer Requests submitted online, displayed clearly on the Website or the App; or
2. in the case of Transfer requests submitted by telephone or email, provided to you clearly by email;

in each case before you are asked to confirm your Transfer, and proceeding with the Transfer at this point is entirely optional.

1. We offer automatic guaranteed rates on all Transfer Requests. We will notify you of the period of time for which any given rate is guaranteed (the "Guaranteed Period") when you create your Transfer Request. This Guaranteed Period is subject to the conditions set out below.
  1. The Guaranteed Period may be extended if your Transfer Request is created over the weekend or public holiday.
  2. We must receive sufficient funds from you during the Guaranteed Period in order to convert your money at the guaranteed rate. For certain payment methods, we will consider your funds received once we know you have authorised the payment. You can confirm when we have received your money by:
    1. in the case of Transfer Requests submitted online, logging into your Profile; or
    2. in the case of Transfer Requests submitted by telephone or email, upon request to us.
  3. If we receive your funds after the Guaranteed Period, we will not be able to convert your money using the guaranteed rate. We may offer to convert your money at the prevailing exchange rate at the time we receive your money and if we do so, we will email you and ask you if you want to proceed with your Transfer.
  4. If the relevant exchange rate (as provided by our reference exchange rate provider) changes by 5% or more during the Guaranteed Period, we can, at our discretion, suspend your Transfer for a reasonable period of time or cancel your Transfer and refund the money to you.
  5. Please note that we are not a currency trading platform; accordingly, you should not use the Transfer Service for this purpose (including creating multiple Transfers without the intention of completing all the Transfers). If we detect that you are using the Transfer Service for this purpose, we may, at our option, suspend or terminate your Profile (where relevant) or decline to provide the Transfer Service to you in future.
  6. We may change or suspend these guaranteed rate conditions at any time.

8. Other Fees, Charges and Interest

If you submit a Transfer Request that results in TransferLab becoming liable for fees or charges, such as chargeback or other fees, you agree to reimburse us for all such fees.
TransferLab is not responsible for any charges applied by the Recipient's bank resulting from the receipt of funds into the Recipient's bank account. You should contact the Recipient's bank directly for details about any such charges that may be applicable to the Transfer.
On certain occasions intermediary bank fees may be applicable. In such cases TransferLab may refuse to cover the fees.
You will not be entitled to any interest for the period during which the funds to be remitted are held by a bank pending remittance, in the course of remittance, or for any other period.
In the event you are liable for any amounts owed to us, we reserve the right to collect your debt to us and you agree to reimburse us for this debt. We may recover amounts you owe us through legal means, including, without limitation, through the use of a debt collection agency.

9. Cancellation and Refund

You can cancel your agreement with us after you have submitted a Transfer Request. This right of cancellation continues until 14 days after you have submitted the Transfer Request, or until we have completed the contract by transferring the Receive Amount into the Recipient's bank account, whichever occurs earlier.
If you exercise your right to cancel under the above term, we may apply a cancellation fee. If you wish to cancel a Transfer and/or request a refund, you can send us an email to support@transferlab.io, or contact us by post using the address provided at the start of this agreement.
We will consider your request for a refund if we are able to identify you as the sender.
For us to identify you, you must contact us from your registered email or postal address, and provide your full name, address, and phone number, together with the Transfer ID Number, Transaction Amount, and the reason for your refund request. Any refunds will be credited back to the same Payment Method used to fund the Transfer and in the same currency unless we cannot identify Sender's bank account.
If we cannot identify Sender's bank account, we will contact the Sender asking to provide same currency bank account details to refund the Transfer.
For successful revocations, TransferLab will normally refund your money to the same Payment Method used to fund the Transfer and in the same currency, less any reasonable revocation, recall or tracing charges and any Fees already charged. No adjustment will be made for any currency fluctuations which may have occurred in the meanwhile. If we do provide you a refund, we will only refund the Send Amount if the Receive Amount was not paid out to the Recipient (in which case we will also cancel your pending Transfer).
In circumstances when the payment has already been credited to Recipient's bank account, and a Sender requires a recall of the funds, they may do so. However TransferLab cannot guarantee cancellation will be successful.
In those circumstances we will make reasonable efforts to recover the funds. We may charge you a reasonable fee to do so. However, there is no guarantee that the cancellation will be successful.

10 Data Protection and Privacy

We are required to obtain, verify, and record identifying information about all our customers, in accordance with our obligations under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017, as updated by the Money Laundering and Terrorist Financing (Amendment) Regulations 2019, and any other applicable laws of the United Kingdom or of the country where funds are intended to be received.
We may therefore require you to supply us with personal identifying information and we may also legally consult other sources to obtain such information about you.
The following information may be required to use the Transfer Service:
1. photographic proof of your identity, such as a copy of your passport or other form of identification;
2. proof of your address; and
3. proof of the source of the funds to be transferred.
We reserve the right to request you to provide us with the above-mentioned documents, as well as other supporting information, at any time.
We are required to verify your personal details in order to confirm your identity and we may pass your personal information to a recognised credit reference agency and/or fraud prevention agency, which may keep a record of that information.
We will only pass your information to such an agency to confirm your identity; a credit check will not be performed and your credit rating will not be affected. All information provided by you will be treated securely, and strictly in accordance with the Data Protection Act 2018.
The Sender consents to the collection, use, disclosure and transfer (including cross-border transfer) of its personal information, as described in our Privacy Policy, which is available on the Website at https://transferlab.io/privacy-policy or on request by email to support@transferlab.io.
These terms and conditions further incorporate our Cookie Policy, which is available on the Website at https://transferlab.io/cookie-policy or on request by email to support@transferlab.io.
We may be required by law to provide information about you and your use of the Transfer Service to governmental or other competent authorities, as described in our Privacy Policy. You acknowledge and consent to us doing this.

11. Customer Service and Complaints

TransferLab aims to provide the highest level of customer service possible, and will always seek to resolve any problems quickly and efficiently. A copy of our Complaints Policy is available on request by email to support@transferlab.io.
In the event that a Sender is dissatisfied with the Transfer Service, or believes that a Transfer has not been correctly executed, the Sender should inform us as soon as possible in writing by email at support@transferlab.io.
In accordance with our Complaints Policy, we will aim to:
1. Acknowledge receipt of your complaint within 2 business days.
2. Investigate your complaint and come back to you with the initial findings of our investigation no later than 2 weeks of receipt of your complaint.
In exceptional circumstances, we will send you a holding reply within 15 business days specifying the deadline by which you will receive our final response, being no later than 35 business days from the date of the initial complaint.
If the Sender is unhappy with our final response, the Sender has the right to refer the complaint to the Financial Ombudsman Service, free of charge – but must do so within six months of the date of our final response. The Sender may:
1. Write to The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
2. Phone 0800 023 4567.
3. Email complaint.info@financial-ombudsman.org.uk.
Further information can be found at www.financial-ombudsman.org.uk.

12. Governing Law and Jurisdiction

These terms and conditions are governed by Northern Irish law and, regardless of where you live in the UK, you can bring legal proceedings in respect of the Transfer Service in the Northern Irish courts.
If you live in England or Wales you can alternatively bring legal proceedings in respect of the Transfer Service in the English or Welsh courts. If you live in Scotland you can alternatively bring legal proceedings in respect of the Transfer Service in the Scottish courts.