On some occasions, when we send customers money via the SWIFT network or direct international payments, an Intermediary Bank will take a handling fee in the range $10 - $20. This is frustrating to us, and unacceptable to our customers. We make efforts to route payments to avoid these charges, but they do occur. We apologise if this has happened to you.

What's included in the "No surprises" Guarantee?

When you make a transfer with us, the money will usually go from our Clients Bank Account to your recipients bank account.

But in some occasions, in order to be received, some big banks that serve as intermediaries before the money reaches it's destination country. These banks charge a flat fee or a small perenctage of a bridge between the sending institution.

Our No surprises Guarantee covers these situations. We will refund the deduction by an Intermediary Bank in full. The refund will be to our customer, the sender, in their sending currency. This can be done via a card refund or a bank transfer.

If it happens to me, how do I claim my money?

We will not know if this has happened to you - so you must contact Customer Services immediately.

The best way to do this is via the Contact Us Page - stating your transaction number.

You will need to provide some evidence of the deduction, such as a scan of the recipients bank statement, payment message from their bank or similar. Our Customer Services team will assist and advise you.

What's not included in the "No surprises" Guarantee?

This No Surprises Guarantee does not apply to any deductions made by the recipients Bank, because these are not the responsibility of our Customer.