Home delivery T&Cs

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:

‘Business Days’: means from 9.00 am - 5.00 pm Monday (inclusive)
- Friday (inclusive) (for the avoidance of doubt, excluding Saturday and Sunday) save for any public bank holidays in England and Wales;

‘Contract’: means the formal contract with these terms and conditions entered into between you and us, created upon our acceptance of your order in accordance with clause 3.2, for a foreign exchange transaction to buy the relevant currencies at the quoted exchange rate on the dates quoted and to make the payment set out therein on and subject to these terms and conditions;

‘Consumer’: means a person who is not acting in a business capacity;

‘Service’: means the currency purchased by you at the agreed exchange rate pursuant to this Contract;

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

'Order': means your order of our Service as set out in clause 3 below;

‘Website’: refers to www.iceplc.com/travel-money/

‘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 to individuals aged 18 years or older residing in the United Kingdom, who holds a debit card issued in the United Kingdom ("UK").

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

2.3 Any samples, drawings or advertising produced by us and any descriptions or illustrations contained in any catalogues or brochures are produced for the sole purpose of giving an approximate idea of the Service referred to in them. They shall not form part of the contract nor have any contractual force. 

3. PLACING AN ORDER

3.1 The order constitutes an offer by you to purchase the Service in accordance with these terms and condition. You can place an order to purchase a Service in one the following ways:

3.1.1 Online via the Website

3.1.2 Over the phone by calling our dedicated Customer Services team on 0330 123 1432 (during our opening hours from 9am to 5.30pm, Monday to Friday, and 10am to 1pm on a Saturday, closed Sunday and bank holidays).

3.2 Your order constitutes an offer to us to buy the Service. All orders are subject to our acceptance. Please read clause 3.8 for details of how we may accept your order.

3.3 Orders placed will be rounded up to the nearest currency note. We are unable to supply foreign coins. Currency availability may be subject to monetary limits, currency exchange restrictions and to you complying with anti-money laundering regulations. This means that we may require you to produce photographic evidence of your identity as well as proof of your address before we make the Service available to you.

3.4 When placing an order, you warrant to us that the information that you provide to us is true and accurate in all respects, that you will not withhold any material information from us and you will provide us with any information that we may reasonably require. Providing incorrect and/or inaccurate information may lead to the Services not being provided to you and we shall not be held responsible for this.

3.5 Minimum order value over the phone is £100 (we reserve the right to amend the minimum order value at any time at our discretion without notice, and without liability to you). 

  • FREE handling fee on orders equal to or above £700;
  • £4.75 handling fee on orders between £300 and £699;
  • £7.45 handling fee on orders between £100 and £299 and
  • £9.45 handling fee on orders equal to or below £99.

3.6 The maximum order value is £7,500. (We reserve the right to amend the maximum order values at any time at our discretion without notice, and without liability to you). 

The limit to pay by card over the phone is £1,250.00 per person per 14 Business Days. 

3.7 You can only place one order every 14 Business Days. Should more than one order be placed in any given 14 Business Day period, the order may only be processed at our discretion.

3.8 Once the order is submitted, an automatic acknowledgment email will be sent to the email address provided by you, detailing the order reference number. This confirms our acknowledgement of your order but this shall not constitute our acceptance of your order. Acceptance of your order shall be the earlier of:

3.8.1 an email dispatch confirmation that the Service is to be provided by you, (if one is sent); and

3.8.2 the provision of the Service.

3.9 If at any time we suspect that an order has been placed fraudulently, we may cancel the order at any time and without notice to you.

4. CANCELLATIONS

(including cancellation of your holiday or business trip)

4.1 Due to the currency being subject to fluctuations in the financial market which are beyond our control you do not have the right to terminate the Contract.

4.2 You cannot amend or cancel/terminate an order after it has been placed and confirmed by us unless your holiday or business trip has been cancelled (see clause 4.9).

4.3 You acknowledge and agree that we can refuse / cancel your order at anytime, for any reason, at our absolute discretion in which event we shall refund you the money received by us.

4.4 Only under exceptional circumstances (and at our sole discretion) may an order may be cancelled, which would include one of the below penalties:
(a) an offer to buy back your order at the buy rate provided by our customer services team; or
(b) an offer to buy back your order at the same rate minus a £10 administration fee.

4.5 If an order is paid for by debit card and is cancelled before being processed by us, your payment will be rejected on the same day of cancellation. However, your card issuer may take up to 10 Business Days to release the funds back into your account. You acknowledge that this ruling is beyond our control and that we have no liability for such actions.

4.6 If you are in breach of these terms and conditions, and if capable of being rectified and after receiving notice, you do not rectify the breach within a reasonable time, we may cancel your order.

4.7 We may also terminate an order if we are required to do so through instruction of any law enforcement agency or regulatory body. In this case we may retain all or any of your money if we are required to do so by law and then deal with it as ordered by a court or other body of competent jurisdiction.

4.8 Holiday cancellation;

4.8.1 In case of cancellation of your holiday or business trip, within 30 days of placing the order, you will get a full refund of your order by requesting a Buy Back at [email protected].

4.9.2 A full refund will only be given where a holiday has been cancelled by reason of industrial actions, natural disasters, advisory notice from the Foreign Office not to travel or health alert in the country of holiday destination. Any other reasons given will only be accepted at the sole discretion of our management team.

4.9.3 You must return your original order in full, at your own cost via insured registered post and include proof of cancellation of your holiday trip.

4.9.4 Your payment will be refunded to you by us within 7 Business Days of receipt of your original order and the proof of cancellation of your holiday trip.

5. CHARGES

5.1 You will pay us charges as follows: 

  • FREE handling fee on orders equal to or above £700; 
  • £4.75 handling fee on orders between £300 and £699; 
  • £7.45 handling fee on orders between £100 and £299; or
  • £9.45 handling fee on orders equal to or below £99.

5.2 There will be no charges when paying by debit card.

5.3 Standard next Business Day delivery is free if the order is over £700. However, you can choose one of our other delivery options, for which additional charges may apply. Such additional charges are set out on our website and appear when placing an order.

5.4 When making payment by debit card, your bank may charge for the purchase of foreign currency. You should check with your bank if you are unsure. Please see clause 6 as to the different methods of payment.

6. PAYMENT

6.1 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.

6.2 You may only pay for your order by debit card.

6.2.1 You can pay for your order using debit cards issued in the United Kingdom, which are Visa®(debit) or MasterCard® (debit).

6.2.2 You undertake that all details provided to us are correct, the debit card is your own and that the billing address of your debit card matches the delivery address of your order. Any inaccuracies when providing this information can lead to the Service not being provided by us.

6.2.3 We do not accept credit cards or business debit cards as payment for any order(s).

6.2.4 Please note that once payment has been sent from your bank account, your order cannot be cancelled.

7. DELIVERY

7.1 You must allow up to 3 working days for delivery of your order. Please allow for the ‘worst case’ delivery date as shown below in the delivery table under 7.5.

7.2 You can find out the status of your order at any time by calling our Customer Services team on 0330 123 1432.

7.3 Your order can only be delivered to your residential address. Orders cannot be delivered to any other address, including work addresses.

7.4 All orders are sent fully insured using Royal Mail services. A signature will be required on delivery and we no longer guarantee delivery next working day before 1pm – please refer to the delivery timetable in 7.5 clause below.

7.5 The following despatch / delivery times will apply if you opt for standard free delivery:

Order placed and payment received Order despatched Delivery date (best case)* Delivery date (worst case)
Before 3.00 pm      
Monday Monday Tuesday Thursday
Tuesday Tuesday Wednesday Friday
Wednesday Wednesday Thursday Saturday
Thursday Thursday Friday Tuesday
Friday Friday Monday Wednesday
Saturday Monday Tuesday Thursday
Sunday Monday Tuesday Thursday
After 3.00 pm      
Monday Tuesday Wednesday Friday
Tuesday Wednesday Thursday Saturday
Wednesday Thursday Friday Monday
Thursday Friday Monday Wednesday
Friday Monday Tuesday Thursday
Saturday Monday Tuesday Thursday
Sunday Monday Tuesday Thursday

* 90% will receive their order the next business day. We have no control over when Royal Mail will attempt delivery of your order when using our standard free delivery service.

The despatch schedule is subject to variation for public holidays. During these periods, information about revised delivery times may be posted on the Website.

7.6 You should inform us of any problems with the delivery of your order within one Business Day of receipt. Claims may be reduced or rejected if we have not been notified within this timescale.

7.7 We will not be liable for any losses or expenses arising from late or non-delivery by Royal Mail. If Royal Mail fails to deliver your order, including the loss of your order, or if an order is fraudulently accepted by anyone unbeknown to you, then we will investigate the non delivery of your order. Some investigations can take up to 25 Business Days before knowing if we can offer you a full refund or not. In some circumstances, we may be able to offer you a full refund of your order sooner, in which case, the earliest a refund can be given will be after 15 Business Days of dispatch.

7.8 You must refuse to accept any packages which appear to have been tampered with or damaged during transit by Royal Mail. Should you sign for a package which has been damaged or tampered with, you may incur financial loss, for which we are not responsible or liable for.

7.9 We advise you to place your order at least 3 Business Days before it is required, as we cannot offer you any alternative arrangements at short notice if your order is delayed in transit for whatever reason.

7.10 Royal Mail can guarantee delivery of your order on a Saturday for an additional fee of £0.99, or you can choose to have it delivered before 9.30am the next Business Day for an additional fee of £14.99.

7.11 On the rare occasions that we cannot fulfil your order within the specific timeframes as shown per the delivery table set out in clause 7.5, we will inform you within one Business Day, and where legally able to do so stating the reason for the delay via telephone.

7.12 Royal Mail may not be able to deliver to certain areas in the United Kingdom. Information of such areas can be viewed on Royal Mail’s website. If you click on this link you will leave our Website and our privacy policy and terms and conditions will no longer apply. This link is provided for your information only. We have no control over the contents of Royal Mail’s website or resources, and accept no liability for them or for any loss or damage that may arise from your use of Royal Mail.

8. BUY BACKS

8.1 We may buy back up currency from you if you have originally purchased from iceplc.com, from a minimum of £30 to a maximum of £300. Only one buy back per order is permitted. All currency will be bought back by us is subject to and in accordance with this clause 8.

8.2 We do not buy back:

8.2.1 travellers cheques;

8.2.2 coins; or

8.2.3 Pound Sterling notes, forbidden currencies or any currency which has import / export restrictions.

8.3 Subject always to clause 8.1 above, we will buy back your unused foreign currency at our prevailing buy back rate of exchange on the date we receive the foreign currency we have agreed to buy back.

8.4 Buy backs must be pre-arranged by emailing our customer services team on [email protected], the customer must provide an original order number when contacting the team.

8.5 All currency must be returned to us by Royal Mail Special Delivery using our address at ICE LTD, PO BOX 7148, LE10 3ZE and be insured for its full value, at your own cost. We shall sign for your delivery and open every envelope/packet in the presence of two cashiers, immediately count the currency to confirm the totals are correct and to ensure notes are not counterfeit or fraudulent.

If we find any counterfeit notes in the currency you send to us, you will be notified by email and your refund will be reduced accordingly. Every envelope/packet is counted within a controlled environment and CCTV evidence is maintained. If the totals are not correct, a second and third count will be carried out by two supervisor’s. The count that we make, verification of totals and currency identification shall be deemed as correct and final. No correspondence shall be entered into and no discussions shall take place on the totals, currency type or authentication.

8.6 We shall not buy back any notes that we (acting in our sole discretion) deem are defaced or damaged. If you send us any such currency, we will return the affected currency back to you within 5 Business Days of our receipt of that currency. You will be charged a £15 administration fee in respect of any currency we return to you in accordance with this clause 8.6, which shall be payable by you before we return the currency to you.

8.7 Any counterfeit notes that we discover shall be deducted from your totals and will NOT be returned to you; any counterfeit notes shall be passed to the appropriate authority and a receipt obtained. We may provide your name and address details to the appropriate authority or regulator in accordance with Schedule 2, Part 1 of the Data Protection Act 2018 and/or any other relevant legislation from time to time.

8.8 All refunds will be made by Bankers' Automated Clearing Services transfer payment in pounds sterling into your bank account within 5 Business Days of our receipt of your unused foreign currency in accordance with clause 8.5.

9. IMPORT & EXPORT RESTRICTIONS

9.1 You must independently check the relevant currency restrictions applicable in different countries. We shall not be liable for any currency restrictions applicable outside of England. Please contact the relevant authorities of the country concerned before placing your order with us. You must comply with and be liable for any breach of laws outside of England. We will not be liable for any breach of laws by you outside of England.

10. COMPLAINTS

10.1 If you experience problems with the delivery or any other aspects of your order, please let us know and we will try to resolve your complaint to your satisfaction (acting reasonably).

10.2 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.

10.3 We will investigate and respond to your concerns promptly as soon as reasonably practicable. Within 2 Business Days of receiving your complaint, we will send you a written acknowledgement or our final response. If you have not received a final response within 2 Business Days, we will write to you with our final response within 4 weeks.

11. LIABILITY

11.1 If we are in breach of our obligations under these terms and conditions, we will only be liable to you for the direct losses 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 losses mean the value of the currency you wish to order from us, pursuant to purchase by you.

11.2 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 that order.

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

11.4 We will not be liable for any failure on the part of Royal Mail or any other carrier we may use to send your order.

11.5 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, without limitation, acts of war, riots, fire, flood, earthquakes, explosion, natural disasters, industrial disputes or other circumstances) beyond either your or our reasonable control;

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

11.6 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.

11.7 Nothing in these terms and conditions shall exclude either your or our liability for:

11.7.1 death or personal injury caused by the relevant party’s negligence;

11.7.2 fraud or fraudulent misrepresentation; or

11.7.3 any other matter for which it would be illegal to exclude or limit liability.

12. PROMOTIONS

12.1 From time to time we may contact you to inform you of forthcoming promotions relating to the Service, only if you have given your consent for receiving such information. If at any time you wish to revoke your consent so that you do not receive such information, please contact us on 0330 123 1432 or by emailing [email protected].

13. CHANGE OF TERMS

13.1 These terms and conditions may be changed in respect of future orders 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 to 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 placing orders.

14. APPLICABLE LAW

14.1 These terms and conditions will be governed by and construed in accordance with the laws of England and Wales. Both you and us agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these terms and conditions.

15. OTHER IMPORTANT TERMS

15.1 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.

15.2 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.

15.3 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.

15.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.5 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.