Terms and Conditions

About Our Company

Subhida UK Limited, T/a IME London incorporated with Registered number 06432399 under the laws of England & Wales whose registered office is at Pentax house, South hill Avenue, South Harrow, London, HA2 0DU (“IME London”) authorized by the Financial Conduct Authority (“FCA”) under the Payment Services Regulations 2017 (the “Regulations”) for the provision of Payment services with FCA Register Number 576127 and who trades under the name ‘IME London’ (Hereinafter “we” “our” or “us” and “You” our (we may refer you as the “Customer”).

Introduction

It is essential that you must read and understand these terms and conditions (“Terms and Conditions”) before you accept them. These Terms and Conditions are applicable to and available on all money transfers including online transfer and mobile application provided and managed by IME London and/or any other company within Our Group. They demonstrate many of your responsibilities to us and our responsibilities to you, how and when our agreement with you can be terminated and the extent of our liability to you.

By completing and consenting to the required information for a payment transaction and by accepting these terms and conditions, you agree to be bound by these T&C. If you do not accept these terms and conditions, please refrain from using any of our services. These terms and conditions constitute a legally binding agreement, so it is essential that you read them carefully. Please let us know should you require us to provide you with these Terms in paper or another durable medium.

We may update these Terms periodically, for instance, to comply with new laws or regulatory requirements, or due to changes in market conditions. Each payment transaction we perform for you constitutes a separate contract that incorporates these Terms and Conditions.

• Changes that we make to these Terms and Conditions will generally apply only to Payment Orders entered into after the Effective Date. However, they will also apply to Payment Orders entered into before the Effective Date if required by law or regulatory requirements. For clarity, the updated version of these Terms and Conditions will replace any previous version.
• We do not guarantee that the IME London website, online portal, App or any content on it will always be available or uninterrupted. We may suspend, withdraw, or restrict the availability of all or any part of the IME London online portal, App for business and operational reasons. We will try to provide you with reasonable notice (for example, by posting a message on the website, App, online portal) of any scheduled suspension or withdrawal.

1. Definitions and meanings

1.1. “IME London Website(s) / Application(s)” means any URL/Application, such as www.imelondon.co.uk, https://play.google.com/store/apps/details?id=com.inficare.iremit.imelondon and http://itunes.apple.com/app/id1464134705 respectively owned and operated by IME London that we use to provide the Services to you.

1.2. “Business Day” means 9.00am to 6pm GMT Monday to Friday & 10am to 5pm GMT Saturday excluding Bank Holidays and Public Holidays in England.

1.3. “Bank Card” means a Visa or Master Card credit card, or a debit card.

1.4. “Card Issuer” means the issuer and owner of a Bank Card.

1.5. “Our Services” means the IME Remit money transfer service made available by us including the online portal on site and App.

1.6. “Payment Order” Refers to all instructions you submit to us requesting the execution of a Payment Transaction.

1.7. “Payment Transaction” means the transfer of money to a Beneficiary.

1.8. “Beneficiary” Refers to the individual designated by you as the receiver of the Payment Transaction. This individual must be a natural person acceptable to us and will receive the money transfer either via a designated Paying Agent, through a bank transfer to their bank account, or via cash pick-ups (where applicable).

1.9. “The terms remitter”, you, your, yours and user mean you, the person who is contracting with us using the IME London money transfer system for the provision of Our Service.

1.10. “Transaction number” Unique numbers that are auto generated by the system for every successful transaction to be provided by the sender to the authorized beneficiary for withdrawal of cash pick up and also for using as future reference.

1.11. “IME London Services” shall mean the online money transfer account opened and managed through the IME London website and / or the IME London Application.

1.12. “Terms and Conditions” means this agreement including all subsequent amendments.

1.13. “Fees” means those amounts displayed next to the title “Service Fee” in the customer portal in the process of a transaction. Fees are subject to change based on a wide range of factors including but not limited to the destination country, any promotional offers, and the time of year.

1.14. “Customer Service” means our customer service, which can be reached by email through the email address info@imelondon.co.uk or by calling: +442088660307, or +447984713677 via SMS or any messaging service such as Facebook Messenger and Viber.

1.15. “Privacy Policy” is the IME London’s policy regulating the processing of personal and company data. This is available on the website and may be amended from time to time.

1.16. “Transaction/Money Transfer” shall refer to the customer’s payment instruction via IME London Service.

2. Formation of Contract

Each Payment Transaction we execute for you constitutes a separate contract that includes these Terms and Conditions. There is no overarching framework agreement between you and us that requires us to carry out subsequent Payment Transactions. You are responsible for informing the beneficiary of the Payment Transaction accordingly.

3. Rights and obligation to access our services

By utilising the IME London, you confirm and guarantee that you are at least 18 years old and possess the legal ability to form a binding contract with us. If we become aware, through credible sources, that a user is under 18 years of age, we will terminate that user’s account and remove all related information from our system and records.

You agree to pay our fees for each successful Payment Transaction. To use our Service, you must register with us. During registration, you need to provide all required details, including identity and address verification, and any additional information we may need to meet our legal and regulatory obligations, as outlined by the Money Laundering Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (MLR2017).

To execute a Payment Transaction, you must provide at least the following information:

• Your/remitter’s full name, address, date of birth, phone number email address, nationality, country of birth, occupation, and identification (Passport, UK Driving License, or EEA ID).
• Beneficiary’s full name, phone number and bank name, account number if account credit.
• Additional information may be requested, if necessary, based on payment thresholds and other criteria.

You must:

• Provide true, accurate, current, and complete information and sign the receipt if face to face at the time when registering or submitting a Payment Order.
• Maintain and promptly update such information to ensure it remains true, accurate, current, and complete.
• Not use the Service for any illegal or prohibited purpose.
• Not initiate a Payment Transaction that breaches these Terms or any other applicable restrictions or requirements.
• Be liable for any losses we incur due to fraud or fraudulent activity by you.

You must give your consent that your information, and the Services we provide to you, are confidential but may be disclosed to regulatory or governmental authorities as required by law. All information must be retained in our database for 5 years from your last Payment Transaction.

If you want to authorize another person to provide us with instructions on your behalf, it must be written with your signature or by your register email along with your valid ID. In such cases, we will treat the instructions of the Authorized Person as if they were given by you.

You are responsible for ensuring the completeness and accuracy of all information you provide to us. Instructions provided by you, or any Authorized Person must be in English.

4. About these Terms and Conditions

4.1. These Terms and Conditions regulate the opening, use and closure of IME London Services these interactions include face to face meetings, online conversations, telephone calls or any other not listed above as well as all the payment services offered by IME London.

4.2. IME London is also subject to the Payment Services Regulations 2017 (the Regulations) which regulate how payments must be transmitted and provide protection when you send money to an account within the European Economic Area (EEA) and the payment is in Euros, Pound Sterling, or another EEA-State currency.

5. IME London service overview

5.1. IME London services are Money Transfer services and ancillary foreign exchange. An IME London service is not an account of any type, but solely a method for you to access money transfer services, therefore the UK Financial Compensation Scheme does not apply to IME London Services.

5.2. IME London services have limits which have been set up in accordance with the type of information and verification process used to onboard you as a client; limits may vary, and we may need to ask you for more information and / or documents.

6. IME London Services opening

6.1. IME London Services can be accessed through the IME London Website or through IME London’s Application. The signup process requires the customer to provide necessary details and accept these Terms and Conditions. In case the customer orders additional services from IME London, the customer may need to accept additional terms and conditions, related to that particular service.

6.2. All information provided during the signup process or during the Account management must be accurate and correct. It is the customer’s responsibility to ensure this.

6.3. For the verification of the customer’s identity, the customer is obliged to present at least one piece of evidence from the lists 6.3.1 and consent to having this evidence electronically verified. In the event that this piece of evidence cannot be electronically verified the customer must present an additional piece of evidence from list 6.3.2.

6.3.1. A government issued picture ID (e.g., driver’s license, passport)

6.3.2. A utility bill, (e.g., electricity, gas, or water, but not mobile phone), bank statement, an official letter from the NHS, an NI letter, an HMRC letter, showing proof of address.

6.3.3. If registered with the IME London Mobile Application, the customer should upload a selfie with the ID in hand. The selfie should be taken with the front camera.

7. IME London Services maintenance and safety

7.1. The customer must ensure that all information provided on IME London Services is accurate and up to date. We may contact the customer by e-mail, phone, or text messages (SMS or Online) regarding the account operations. It is the customer’s responsibility to respond to our efforts to contact them.

7.2. The customer has access to all transactions they have made via IME London Services through the customer portal, which can be accessed at https://www.imelondon.co.uk or via the application by entering their registered username and their password.

7.3. Along with transactions processed, all fees charged are also shown in the customer portal. The customer should regularly check their IME London Services transaction statement and report to our Customer Service should any irregularities arise or for any further clarification the customer may require.

7.4. In case the customer requests a refund for an unauthorised transaction transfer on IME London services, the customer must notify IME London as soon as they become aware of the situation and no later than thirteen months from the date of the transaction or incorrectly executed transaction.

7.5. The customer has the responsibility of taking any reasonable steps in order to keep their IME London Services login details safe and under no circumstances should they ever disclose them to anyone. We will never ask a customer to provide us with their login details. We strongly urge customers to change their password regularly (at least every 6 months) in order to reduce the risk of a security breach.

7.6. In case the customer suspects that login details have been lost or stolen, they should immediately contact IME London’s customer service and file a report. IME London reserves the right to suspend or limit some functionalities of the customer’s IME London Services. In case it is suspected that any of IME London Services’ security features have been compromised or if IME London suspects fraudulent use then IME London reserves the right to limit functionalities or suspend the service.

7.7. Setting up 2-step authentication when requested.

7.8. If you use biometrics (for example, fingerprint or face identification) to authenticate actions in the App, be sure only your biometrics are registered and may be used in the App.

8. IME London Services closure

8.1. The customer has the right to request the closure of their IME London Services anytime. In order to do so, customers must contact IME London Customer Service via email stating their intent to close their IME London Services, their member ID and their full name and date of birth.

8.2. If the customer’s IME London Services shows a positive balance at the time of its closure, we will arrange funds to be transferred to an external account.

8.3. IME London reserves the right to carry out any necessary: money laundering, terrorism financing, fraud or other illegal activity checks before authorising any withdrawal of Customer’s funds.

9. Receiving funds to IME London Services

9.1. Customers can transfer funds either via paying by card or via bank transfer from their own card / bank account only.

9.2. Transaction limits are subject to change based on factors such as the destination country, payment method and payout method etc.

9.3. Receiving funds is subject to fees. Customers should check via IME London Services to see the current fees.

9.4. IME London reserves the right to carry out any necessary checks before authorising the transaction.

10. Sending Funds from IME London Services

10.1. Customer Declaration for Cross-Border Remittance Transactions.

I hereby confirm and declare that: I am making this cross-border money remittance order of my own free will and without any external coercion, deception, or undue influence. The purpose of this transaction is solely to transfer funds to the named beneficiary and is not related to any investment, purchase, insurance, air ticket etc. or service unless explicitly declared and supported by evidence.

10.2. The customer will be asked to provide details of the recipient in order to initiate the transfer of funds. The customer must take great care to properly type the exact details of who it wishes to send money to.

10.3. Sending funds from IME London Services is subject to fees and limits.

10.4. IME London reserves the right to carry out any necessary checks before authorising the transaction.

11. IME London restricted transactions

11.1. The customer can only transfer money to the countries listed on the IME London Website.

11.2. IME London reserves the right to suspend or terminate the customer’s IME London Services at any time if we reasonably believe we would be required to do so by law.

11.3. Customer’s IME London Services cannot be used for any illegal purposes.

11.4. If a customer attempts or conducts any transaction in violation of the prohibited transactions, we reserve the right to: suspend and / or close the customer’s IME London Services, reverse any relevant transactions and / or report the transaction to the relevant law enforcement agency.

11.5. Recipients of the customer’s transfers must be in compliance with any applicable laws and regulation.

11.6. IME London may refuse or cancel transactions where required to comply with UK, EU, or international sanctions laws.

12. IME London fees

12.1. Transactional fees are subject to change, customers should check the IME London Website for the most up-to-date fees.

12.2. If a transaction fee applies, it will be added to the customer’s total transaction amount.

12.3. If the customer is unable to submit the appropriate documentation and requests a refund, they must pay the charges of £5 or 2%, whichever is greater.

12.4. The exchange rate applied to a transaction will be displayed before customer confirm the payment.

13. IME London regulating Customer data

13.1. IME London’s Privacy Policy regulates the way IME London collects, uses, and protects any information that you give to us.

13.2. You explicitly consent to IME London accessing, processing, and retaining any information you provide to us.

13.3. The processing of your data is Governed by our Privacy Policy which can be found on our website.

14. IME London liability

14.1. If you formally notify us of an unauthorised transaction via email and after this notification any further unauthorised transactions occur, we shall remain liable and refund the amount immediately to you.

14.2. In case our service or our intermediary services are disrupted, we shall not be liable if the disruption is related to unforeseeable circumstances beyond our reasonable control.

14.3. IME London encourages you to frequently check your IME London Services transactions and contact our Customer Service in case of doubts or concerns.

14.4. IME London will assist you in the case of any incorrect payment and we will take any reasonable measures to assist you with tracing and recovering such payments.

14.5. IME London shall not be responsible for any losses connected to our compliance with legal and regulatory requirements.

14.6. IME London is to be considered obliged under these Terms and Conditions only in relation to providing money transfer services and ancillary foreign exchange services.

14.7. You will be liable to compensate and reimburse us in case we incur losses or suffer from your breach of these Terms and Conditions.

14.8. We shall not be liable for the assessment or payment of any taxes, duties or other charges that arise from the underlying transaction.

15. Force Majeure

IME London shall not be liable for delays or failure to perform obligations due to events beyond our reasonable control, including but not limited to natural disasters, network failures, regulatory actions, or banking system disruptions.

16. IME London Services terminations and suspension

16.1. IME London may terminate your IME London Services upon giving not less than two months written termination notice.

16.2. The termination notice will be provided with instructions on how remaining funds will be sent to you.

16.3. IME London reserves the right to terminate your IME London Services with no notice in certain circumstances including breach of terms, violation of law, or involvement in fraudulent activity.

17. Changing these Terms and Conditions

17.1. IME London reserves the right to apply changes to these Terms and Conditions.

17.2. Notification of any changes will be made by email to the email address registered with your IME London Services or via the updates on our website.

17.3. All changes will come into effect no later than two months after the date of the change notice.

17.4. You may give us notice in case you object to the proposed changes before the changes come into effect.

17.5. You can at any time request an up-to-date copy of these Terms and Conditions by contacting our Customer Service.

18. Payment Method

We do not accept cash payments. All payments must be made using your very own debit/credit card or through a bank transfer from your own bank account. We reserve the right to decline a transaction if we suspect it originated from a third party.

You must check the payee name before confirming the payment. The payee name should be IME London or any sub account name that is dedicated to our PSD. You must ensure you have sufficient funds or credit available.

19. Execution of payment transaction

Our Service provides various options by which a Payment Transaction is received, including cash pickup at a Paying Agent, credited to a bank account or via home delivery service, mobile wallet etc where available.

If we receive a Payment Order along with the necessary cleared funds and associated fees by 15:00 GMT on a Business Day, the Payment Order will be considered received on that same Business Day.

20. Cancellation and Refunds

You may cancel a Payment Order at any time before it is executed. Once executed, a Payment Order cannot be cancelled or amended.

If you cancel a Payment Order after it has been sent to us, we will reimburse any payments you made. However, if the money transfer has already been paid to the Beneficiary before we receive your cancellation notice, no reimbursement will be made.

21. Safeguarding

Customer funds are safeguarded in accordance with regulatory requirements by placing them in segregated accounts with authorised credit institutions.

22. IME London communications to you

22.1. IME London usually communicates to you by email.

22.2. If you are unsure whether a communication sent to you by us is genuine or not then please contact our Customer Service.

22.3. IME London communications are in English, and we will accept communication from you only in English.

22.4. IME London, along with emails, reserves the right to contact you by telephone or letter.

22.5. If you wish to contact our Customer Service, you may do so using the email address: info@imelondon.co.uk

23. Personal data protection

Our Privacy Policy outlines how we handle the personal data collected from you, or provided by you to us. By using the IME London through online, App or agents, you consent to the processing of your personal data as described in our Privacy Policy.

24. Intellectual property rights

IME London asserts full ownership rights over all intellectual property associated with its services, including but not limited to trademarks, service marks, logos, trade names, and any proprietary software or technology used in its API operations.

25. Complaints

25.1. If you wish to make a complaint about any aspect of IME London Services, you may submit your complaint in writing to: Pentax House, South Harrow, London. HA2 0DU, or send an email to info@imelondon.co.uk

25.2. We will acknowledge receipt of your complaint within 2 business days by email.

25.3. If you are not satisfied with the manner in which IME London has dealt with your complaint, then you may refer the matter to the Financial Ombudsman Service.

26. Consumer Duty Obligations

We are committed to treating our customers fairly and ensuring that all our products and services meet your needs and expectations. We will always act in your best interests and provide clear, transparent, and timely information to help you make informed decisions about our services.

27. Applicable Law and Jurisdiction

These Terms and Conditions, including their subject matter and formation, are governed by the laws of England and Wales. Both you and we agree that the English courts will have exclusive jurisdiction over any disputes arising from or related to these Terms and Conditions.

28. Miscellaneous

28.1. These Terms and Conditions assign right to you only, as an IME London Services holder, no other person shall have any rights under these Terms and Conditions.

28.2. IME London Services is operated in the United Kingdom and governed in accordance with the laws of England and Wales.