TERMS AND CONDITIONS
These Terms and Conditions govern the
money transfer services (also referred to as “services”) provided to you (also
referred to as “customers/senders”) by Philippine Remittances, Ltd (also
referred to as “we/our/us/the company”) of
1. MONEY TRANSFER SERVICE
We are a money remittance company operating in
Currently, our company provides door-to-door, bank-to-bank and cash pick-up services to more than sixty thousand Filipinos in the area.
2. PERMISSIONS GRANTED TO PROVIDE SERVICES
The company is duly registered under the United Kingdom Law (Registration No. 22367417).
We are registered with the Financial Services Authority under the Payment Services Regulations 2009 (Registration No. 503335) for the provision of payment services
We are also registered with the HM Revenue and Customs under the Money Laundering Regulation 2007 (Registration No. 12114332) for the provision of money transmission services.
3. AGENTS AND LOCATIONS
Our Head Office address is located at the 1st Floor of 204 Earls Court Road. You can get in touch with us through this address or through the following mediums:
Telephone: +44 2073738899
Fax: +44 2078352977
Electronic Mail: services@Philrem.net
Our agents, and their locations, are as follows:
Pinoy Oriental Store
Multi Money Transfer
The company reserves the right to revise the terms and conditions with due notice to senders.
Neither these terms and conditions nor any transaction carried out under them shall confer contractual or other rights on, or be enforceable against us by, any party other than you or your authorized representative.
The Terms and Conditions, unless changed, are applicable from the time you have indicated your intention to avail of our service. This also governs the initial request of money transfer and any recurring requests.
5. SENDING PAYMENT
All remittances shall only be
sent and credited/delivered to the
§ Your payment, whether it may be in cash, cleared cheque, bank deposit or other forms of transfers like on-line banking or telephone banking,
§ Your request to send money; and,
§ Your identification and other requirements, as required by the company under the Money Laundering Regulation (Refer to 13)
We will provide the following mediums, on how you can send your request to us.
§ Proceeding to our head office;
§ Telephoning us, through our published numbers; or
§ Sending electronic email, through our published address.
The sender shall undertake all measures to give complete and accurate information of their request. When requesting to send payment, you must provide us with information, which clearly identifies:
§ Your details (Name, Date of Birth, Address, Contact No.)
§ The details of the person to whom you are sending the money (also referred to as “beneficiary”);
§ Details of the beneficiary’s payment account, when needed;
§ Money paid; and
§ Mode of transfer
§ Optional Message (for Door-to-Door services)
The message service supplied for door-to-door transaction is free. We shall not be held liable for any distortion on the brief three-liner message.
We will provide you the following details, upon our acceptance of the request, for you to re-validate and re-confirm the accuracy of the information processed. Any discrepancy should be communicated immediately to our customer service officers.
§ Sender’s details
§ Beneficiary’s details and bank/account no., when applicable
§ Mode of Transfer
§ Exchange Rate
§ Money Paid
§ Fees and Charges
Total Amount Sent in
§ Reference No.
Any notices received after a request has been accepted will be subject to our amendments clause below (Refer to 11).
We can only process an accepted request, once we have received the payment from the customer and, when needed, have verified the identity of the customer and the transaction.
You shall immediately inform the company of any deposits or payments made to our account. You, as sender, are obliged to provide the authenticity of the deposit in case of any dispute related to the transaction.
The company has the option to HOLD a request when the corresponding bank credit payment does not appear in our bank statement. This usually happens when deposits/transfers are made after bank cut-off, where the payment will only be credited to the company’s account on the next business day. The exchange rate applicable for the transaction shall be made under the discretion of the company.
Cheque payments, on the other hand, shall be cleared at all times. You need to ensure that cheques are funded during the clearing time, which is normally 5 days from date of request.
We will transfer your payment so that the money reaches the firm, from whom the beneficiary will receive the money, no later than the end of the third business day after we have accepted your request. This timing does not include any delays, which resulted from abnormal/unforeseen activities that hinder us from performing our obligations (Refer to 8) and from the customer, i.e. not providing complete/accurate details and requirements (Refer to 7).
A business day means a day on which we are open for business (“other than Saturday, Sunday or a public holiday)
If we do not receive your payment request before 1700 on a business day for us, or if we received it on a day, which is not a business day for us, we will treat the request as if we received it on the next business day.
The senders should verify receipts of credits/deliveries made to their intended beneficiaries. We cannot be held liable for any remittances claimed not to have been received after 6 months from date of transaction
Where delays are caused by the customer, any consequences resulting thereof shall be the accountability of the sender. Some reasons of delays, which can be attributed to the customer, are as follow:
§ Late payment
§ Bounced check
§ Discrepancy in payment and requests
§ Unverified Money Laundering Regulation Requirements (Refer to 13)
§ Incomplete details in requests
§ Inaccurate beneficiary details
§ Inaccurate beneficiary bank and account number
§ Cancellation / Amendments to requests
In cases we anticipate delays, we shall inform
the customer prior to the acceptance of requests or at the earliest possible
time upon happening of event that caused the delay. We shall undertake all possible measures to
send the money to the
8. UNFORESEEN / ABNORMAL CIRCUMSTANCES
We are not obliged to perform our obligations if abnormal and unforeseeable circumstances beyond our controls prevent us from doing so. Some common types are:
a. Compute-related problems (e.g. systems upgrade, computer crash, corrupted/deleted files
b. Unstable power
a. Bank is off-line (whether branch, head office or on a nationwide basis)
a. Natural calamities (typhoon, storm, heavy rain, flash flood, earthquake, etc)
b. Nationwide blackout
c. Political chaos
Also, we reserve the right to refuse, delay, cancel or amend the request, where we believe the request and present circumstances pose detrimental risks to our company, partners and employees.
9. EXCHANGE RATE
Our exchange rate depends on the fluctuations of the financial markets, which we have no control. Past performance is not an indication of future performance.
We will convert your remittance at the date the request has been accepted and the payment verified. The exchange rate applied to your money transfer will be communicated to you, and indicated in the final payment instruction form or receipt.
Our exchange rates changes every business day. Saturday and Sunday rates follow the Friday rate published by the company.
Our daily exchange rates:
§ Are displayed at our office premises, or
§ Are available in our website; and
§ Should be confirmed through any of our customer service officers.
10. FEES AND CHARGES
When you are sending money, you agree to pay us, at the time we accept your request to send your money, the fees and charges corresponding to the service being availed by you.
The fees/charges applied to your money transfer will be re-iterated by our customer service officers prior to accepting a request. These will also be indicated in the final payment instruction form or receipt
The fees are all-inclusive. This means no tax or charges, other than those published and applied to the request, will be imposed by the company and its service providers, from the time request is accepted by the company to the time cash is ultimately delivered to the beneficiary.
The appropriate fees and charges are:
§ Are displayed at our office premises, or
§ Are available in our website; and,
§ Should be confirmed through any of our customer service officers.
We reserve the right to change the fees and charges, as the need arises.
11. CANCELLATION / AMENDMENTS
You can cancel your request, by giving notice (using the contact details provided above) no later than the end of business day on which we have accepted your request. In cases, where we receive cancellation requests after this time limit, we reserve the right to decide whether we will process them or not.
For cancelled transaction, we will return the amount paid by you, net of the service fees/charges.
On another note, you can amend your request by giving notice. We will
amend the request provided the request has not been fully executed by our
service providers in the
12. COMPENSATION SCHEME
No compensation is available from the Financial Services Compensation Scheme, if we are unable to meet our obligations. Our relationship with you is not that of a bank or trustee.
13. MONEY LAUNDER REGULATION
You agree that you are not sending or receiving a payment transfer from or in connection with any criminal or illegal purpose.
You agree to help us in the discharge of our anti-money laundering, security validation and verification responsibilities, by providing the necessary information as we may request and by giving your consent to share your information to persons/institutions named below.
Due to changes in regulations
affecting all money remittance providers, our company by law is obligated to
verify the identify of customers and their
transactions, PRIOR to processing requests to send money to the
You will be required to submit the following requirements, at a minimum, for this purpose.
§ Proof of identification
a. Photocopy of your PASSPORT (Data Page), UK Driver’s License or Employee I.D.
§ Two (2) Proofs of Address, which can either be of the following:
a. Photocopy of any of your recent UTILITY Bills (e.g. water, gas, electricity),
b. BANK STATEMENTS (dated not more than 3 months ago), or
c. COUNCIL TAX RENT CARD - duly certified and stamped as "original copy seen and verified by_____, signed over printed name & date" by any of the following: solicitor, doctor, priest/pastor, police, post master, accountant, banker, teacher or consulate officials
§ Other requirements, as required by the company.
We may use the information about you to discharge our anti-money laundering, security validation and verification responsibilities to provide our services and to manage our relationship with you.
In the course
of providing our service and as required by other applicable regulation such as
Regulation EC 1781/2006, we may keep and disclose relevant information to
payers, payees and their intermediaries (i.e. payment service providers);
persons with whom we share information for identification and
verification/validation purposes; regulatory and prosecuting authorities; and,
service providers acting on our behalf. This may involve transfer of
information to countries, which do not have data protection law as strict as
those in the
If you wish to know more about the regulations, please contact Mary Rodriquez-Torno, our Money Laundering Reporting Officer, through her
Tel. No: +44 207 373 8899
Fax No: +44 207 835 2077
We may refuse, cancel or delay a transaction should the customer not provide us adequate information to discharge our responsibility We have the right to file charges against the sender for any form of fraud related to the declared deposit/payments made and to claim all forms of damages or additional charges in accordance with the gravity of the deceit. We also reserve the right to report these information to our regulators / authorities.
The company shall undertake all possible means, in accordance with these terms and conditions and customer service standards, to credit or deliver all valid transactions after the customer’s request and due verifications of payments/deposits have been made.
However, we recognize that sometimes things may go wrong, as such you may be entitled to redress for an incorrectly executed money transfer or any matter that cause you to be dissatisfied with our service standards.
Please tell us, promptly (recommended: not later than 6 months after the date of transfer or the event of complaint), if you have any problems or complaints with our service, and give us an opportunity to resolve your complaint first in accordance with the company’s complaints handling procedures.
A summary of the procedures are available on our website, at our office, and upon request. Kindly take note of the time limits in the procedures, as complaints raised/referred outside the time limits will not be considered, unless an appropriate authority or the company waived it.
The company is not liable for any of its agents negligence of duties whether personal nor in their manner of operations, unless it can be determined that we are jointly responsible for the matter at hand. Customers therefore who remitted through agents shall resolve any dispute through the latter.
We are not liable for any losses not directly associated with any incident that may cause you to make a claim/complaint against us, nor are we liable for loss of profits, loss of business, loss of goodwill or any form of special damages.
16. DATA PROTECTION
All data provided by the client shall be protected under the Data Protection Act.
If you wish to know more about the regulations or our company policy, please contact Florencio Reyes, our Data Protection Officer, through his telephone: +44 7990976740
Telephone calls to the company may be recorded for training purposes in accordance with the company’s pursuit to maintain high customer service quality standards.
17. LAW AND JURISDICTION
These Terms and Conditions are governed by English Law. The Courts of England have exclusive jurisdiction to settle any dispute arising from or connected with these Terms and Conditions, including a dispute regarding their existence, validity or termination, or relating to any non-contractual or other obligation arising out of or in connection with them and the consequences of their nullity.