Click & collect T&Cs

Travel money collected from an ICE branch

This section sets out the terms and conditions under which ICE* trades. By using this Service*, you acknowledge that you have read and understood these terms and conditions, and agree to be bound by them. If you do not understand and/or agree to these terms and conditions do not place an order with us as by placing an order with us you are indicating your acceptance to these terms. These terms and conditions shall apply to all contracts formed between you and us to the exclusion of any other terms and conditions you may seek to impose or incorporate, or which are implied by law or otherwise unless each of you and us agree, in writing, to vary these terms and conditions and confirm, in writing, the variation.

(* defined below)

1. Definitions

In these terms and conditions the following words shall have the following meaning:

'Currency': refers to the currencies within the offer for the particular branch in question. At present, the majority of ICE Click & Collect branches offer Euro and US Dollar under this Click & Collect service exclusively, but certain branches now offer other currencies at discounted rates, as stipulated on the individual voucher.

'ICE/we/us/our': refers to International Currency Exchange Limited whose registered office is 14th Floor, Portland House, Bressenden Place, London SW1E 5BH, United Kingdom ("UK") (registered number 2080759) and with VAT number 918392304;

'Service': means the voucher scheme we run which allows you to purchase currency at discounted rates, commission free, from key locations in the UK.

'Website': refers to www.iceplc.com/click-and-collect/.

'You and/or your': means a person agreeing to these terms and conditions in order to use our Service.

2. General

2.1 This Service is only available in the UK at selected ICE branches and can be used by all individuals.

2.2 To use this Service you must present a voucher at the time of collecting your currency.

2.3 You may only use this Service for holiday or business travel and not for speculative, investment or any other purpose.

2.4 Currency is subject to availability.

3. Obtaining a voucher

3.1 To obtain a voucher, visit the website and select which ICE branch you would like to collect your currency from.

3.2 Once you have selected a branch, you will be presented with the voucher details which will include the issue date, promotion code, indicative rates of exchange, branch location and branch opening hours.

3.3 You must print this voucher and present it to the ICE branch staff at time of collection.

4. Voucher expiry date

4.1 All printed vouchers will be valid for 7 days from the date of issue.

5. Exchange rates

5.1 The exchange rate you will be given on your voucher may not be the exchange rate that will apply at time of collecting your currency. The exchange rate you will be given will apply on the date of collection and rates change typically once per day.

5.2 If you collect the currency within 24 hours of printing the voucher, the rate may only vary slightly to that which is printed on the voucher.

5.3 You will be given a significantly worse rate of exchange if you turn up at a branch without the voucher and may also incur commission charges on your purchase.

6. Charges

6.1 We do not charge you any commission for using this Service.

6.2 If you pay for your currency with a debit card, the purchase will be treated as a Cash Advance, for which an additional charge may be levied by your card issuer. This means that your card issuer will charge you as if you are withdrawing cash from an ATM. This difference can be on average £4.50 if using a debit card. You acknowledge that this is not a charge made by us and that we have no liability for these charges.

7. Payment

7.1 Payment is taken by us at the time of collection at the ICE branch, not online at the time of obtaining a voucher.

7.2 You can pay for your currency in one of two ways as set out below. Payment by any other means shall not be accepted:

7.2.1 by debit card; or

7.2.2 cash in pounds sterling ("sterling" or "pounds" or "£") over the counter.

7.3 When making payment you warrant that you are acting on your own behalf, for a genuine reason and that the funds are legally and beneficially yours, have not been obtained by illegal means nor in any way contrary to the rights of the legal owner and is not tainted in anyway by criminal activity.

8. Proof of identity

8.1 We require proof of identification if you are looking to pay for your currency by cash or with a debit card.

8.2 Acceptable proof of identity includes full passport with signature, current UK photo card driving license, current EU members state ID card with photo, or building industry sub-contractors registration card issued by Inland Revenue.

8.3 Acceptable proof of address includes a recent utility bill (gas, water, electricity or landline) dated within the last 3 months of the date of the voucher, a recent bank/building society account statement dated within the last 3 months of the date of the voucher, benefit agency benefit book, current Inland Revenue tax code notification, or Council Tax bill dated within the last 3 months of the date of the voucher.

8.4 For transactions greater than £8000 (eight thousand pounds), please call the ICE branch.

9. Order Limits and Restrictions

9.1 There is no minimum purchase required to use this Service.

9.2 The following purchase restrictions apply per ICE branch:

City Location Company Voucher Maximum Purchase Payment Restrictions
Belfast International Airport ICE £1500 maximum purchase per customer, per day. Purchases over £2500 can only be processed between 9am and 5.00pm Monday to Friday
Birmingham International Airport ICE No maximum, but if you're looking to purchase over £5000 you will need to telephone your preferred branch to ensure stock is available. 

Transactions of £8,000 and over can only be processed daily between, 7am - 5pm.

Edinburgh Airport ICE No maximum, but if you're looking to purchase over £5000 you will need to telephone your preferred branch to ensure stock is available. £500 if using a Visa Electron.
Glasgow Gordon Street ICE No maximum, but if you're looking to purchase over £5000 you will need to telephone your preferred branch to ensure stock is available. £500 if using a Visa Electron.
London Ebbsfleet ICE £2000 maximum purchase per customer, per day. None
London Embankment ICE £2000 maximum purchase per customer, per day. None
London Oxford Street ICE £2000 maximum purchase per customer, per day. None.
London Gatwick Airport ICE No maximum Purchases using debit cards for £2500 and over can only be processed between 9am and 5pm (Monday to Friday)
London Great Russell Street ICE £2000 maximum purchase per customer, per day. None.
London Heathrow Airport ICE £2,500 maximum purchase per customer, per day. Purchases over £2500 can only be processed between 9am and 5.30pm Monday to Friday
London Luton Airport ICE None. None.
London Queensway ICE £2000 maximum purchase per customer, per day. None.
London Southampton Row ICE £2000 maximum purchase per customer, per day. None.
London Waterloo ICE No maximum Purchases using debit cards for £2500 and over can only be processed between 9am and 5pm (Monday to Friday)
London Westfield Shopping Centre ICE £2000 maximum purchase per customer, per day. None.
Norwich Norwich International Airport ICE £2000 maximum purchase per customer, per day. None.

10. Buy back

10.1 On production of the original receipt, we will buy back any leftover currency you have purchased via this Service at any of our ICE branches, commission free, at the buy rate as displayed at our branch on the day it is changed back. This may vary from the original rate given at the time of purchase.

11. Import and Export Restrictions

11.1 You must independently check the relevant currency restrictions applicable in different countries. We are not responsible for any currency restrictions applicable outside of England. Please contact the relevant authorities of the country concerned before placing your order to purchase a voucher from us. You must comply with any laws outside of England. We will not be liable for any breach of laws by you outside of England.

12. Complaints

12.1 If you are unhappy at any time with our Service, please let us know and we will do everything reasonably possible to resolve your complaint satisfactorily (acting reasonably).

12.2 To make a complaint, you may call us on 0330 123 1432. Alternatively, if you would like to make a written complaint, you can do so via email to [email protected], or by sending us a letter to ICE Customer Services, PO BOX 7148, Hinckley, LE10 3ZE.

12.3 We will investigate and respond to your concerns as soon as reasonably practicable. We will endeavour to respond to your complaint within 2 business days, either with a final response, or a written acknowledgement explaining that further investigation is needed. In this case, we will write to you with our final response within 4 weeks of receiving your initial complaint.

13. Liability

13.1 If we are in breach of our obligations under these terms and conditions, we will only be liable to you for the direct loss that you incur that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Direct loss means the value of the currency in your voucher purchased through our Service.

13.2 We will compensate you based on a reasonable pre-estimate of the loss you suffer resulting from such breach. Our maximum liability to you in respect of each order will be to refund the total value of the order.

13.3 We will not be liable to you for any losses that we could not reasonably be expected to foresee or to occur including but not limited to loss of profits, loss of opportunity, loss or waste of time, loss of anticipated savings, loss of business, consequential or special loss.

13.4 We will not be liable for any failure on the part of Royal Mail or any other carrier we may use to complete our Service.

13.5 Neither we nor you will be responsible to the other if the failure to comply with any of these terms and conditions is:

(a) due to unforeseeable circumstances or forces either natural or human beyond our/your control, including (but not limited to) earthquakes, explosion, natural disaster, war, riots, the consequences of which would have been unavoidable despite reasonable efforts to the contrary;

(b) due to any governmental or court order or any other legal obligation.

13.6 You will compensate us for losses caused to us as a result of your fraudulent conduct or if you breach these terms and conditions. The amount paid by you under this condition will represent a reasonable assessment of our losses. The protection provided by you under this condition will not apply if we deliberately or negligently caused the loss.

13.7 Nothing in these terms and conditions shall exclude our liability for:

13.7.1 death or personal injury caused by our negligence;

13.7.2 fraud or fraudulent misrepresentation; or

13.7.3 any other matter for which it would be illegal for us to exclude or limit our liability.

14. Change of Terms

14.1 These terms and conditions may be changed in respect of future purchases to reflect changes in the law, changes in market conditions, changes in any fees and or charges or to meet regulatory requirements. If any change is made in these terms and conditions, the revised version will be posted on the Website. You are advised to visit the Website regularly and keep yourself updated about the terms and conditions before using the Service.

15. Applicable Law

15.1 These terms and conditions will be governed by English Law. Any dispute will be resolved in the courts of England.

15. Other Important Terms

16.1 We may transfer this contract to someone else. We may transfer our rights and obligations under these terms and conditions to another organisation. If we do this, it will be posted on the Website to let you know. 

16.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms and conditions to another person if we agree to this in writing. 

16.3 Nobody else has any rights under this contract (and these terms and conditions). This contract is between you and us. No other person shall have any rights to enforce any of its terms and conditions. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms. 

16.4 If a court finds part of this contract illegal, the rest will continue to force. If any court of any relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

16.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 

16.6 Our privacy statement (that can be viewed here) applies to these terms and conditions. 

These online terms and conditions are valid from May 2019.