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Terms & Conditions

Travel Money, Prepaid Card and Click & Collect Terms & Conditions

Terms and Conditions - Travel Money (delivered)

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)
Last updated: June 2014


'Business Days': means from 9.00 am - 5.00 pm Monday (inclusive) - Friday (inclusive) save for any public bank holidays in England and Wales;

'Contract': means the formal contract 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;

'Cooling Off Period': means the period set out at clause 4.1;

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

'ICE/We/us/our': refers to International Currency Exchange Ltd whose registered office is at Albany Court Yard, 47-48 Piccadilly, London W1J 0LR (registered number 2080759) and with VAT number 918392304;

'Website': refers to

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


2.1 This Service is only available to individuals aged 18 or older residing in the United Kingdom, who hold a credit or debit card issued in the United Kingdom.

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


3.1 You can place an order 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 (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 The minimum order value is £100; orders under £700 will be subject to a £4.75 handling charge. (We reserve the right to amend the minimum order values at any time at our discretion without notice, and without liability to you).

3.6 The maximum order value is £7,500, with orders over £2,500 payable by Bank Transfer only. (We reserve the right to amend the maximum order values at any time at our discretion without notice, and without liability to you).

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, 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 cancel the Contract.

4.2 You cannot amend or cancel 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 In case of orders which are to be paid by bank transfer, once the transfer has been made by your bank, your order cannot be cancelled even if we have yet to receive cleared funds.

4.5 Only under exceptional circumstances (and at our sole discretion) may an order may be cancelled, but this will be done with 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.

4.6 If an order paid for by Debit/Credit card 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.

4.7 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.

4.8 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.

4.9 Holiday cancellation;

    4.9.1 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 completing a Buy Back form and sending it as an attachment on email to

    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 destination. Any other reasons given will be accepted at the discretion of the 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 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 trip.


5.1 We do not charge you any handling fees if your order is £700 or more; if the order is less than £700 a £4.75 fee will apply.

5.2 If paying by credit card you will incur a 2% card processing fee. There will be no charges when paying by debit card or by bank transfer.

5.3 Standard next Business Day delivery is free if the order is over £700. However, you can opt for 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 credit or 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.


6.1 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 can pay for your order in one of two ways set out below. Payment by any other means shall not be accepted:

    6.2.1 By debit / credit card. You can pay for your order using credit or debit cards issued in the United Kingdom, which are Visa®(debit/credit) or MasterCard® (debit/credit). You undertake that all details provided are correct, the credit or debit card is your own and that the billing address of your card matches the delivery address of your order. Any inaccuracies when providing this information can lead to the Service not being provided. We do not accept business credit and/or debit cards as payment for any order(s).

    6.2.2 By bank transfer (Internet/Telephone Banking/CHAPS/BACS/Faster Payments). Should you select this particular payment option, you will be given our bank account details on your order acknowledgement, which you will receive once the order has been submitted. You must, without delay, send payment of your order in full to the account shown and you must ensure that you use your surname, followed by your order number, as the transfer reference. Failure to do so may result in the Service being delayed or being cancelled. You undertake that all details provided are correct, the bank account is your own and that the billing address of your bank account matches the delivery address of your order. Next day delivery may not apply for payment made by bank transfers or where the bank transfer payment is made on a Saturday. We cannot send out an order until we receive cleared funds. If your bank is offering the Faster Payments service, we should receive your payment within 2 hours although this cannot be guaranteed. Therefore we recommend you to place your order before 12.30pm on a Business Day where you require the order to be dispatched the same day. If your payment has not been received by 3.00 pm, or we have received your payment without the correct transfer reference, we accept no liability for any delay in processing your order. If you have specifically requested a Saturday delivery on a Friday and your payment has not arrived by 3.00 pm we will not reimburse the additional fee that you have paid. If your bank is not offering Faster Payments service, we should receive your payment within 2 to 3 Business Days, and we will despatch your order on the same day if we receive your payment by 3.00 pm (if received later, your order will be despatched the following day). In this case, you can expect delivery within 5 to 6 Business Days. Due to exchange rate fluctuations, payment must be received within 4 Business Days, or the order may be subject to cancellation. Please note that once payment has been sent from your bank account, your order cannot be cancelled.


7.1 You must allow up to 3 working days for delivery. 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 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 with us 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 For those paying by bank transfer, please note we will only despatch your order once we have received cleared funds before 3.00pm.

7.7 You should inform us of any problems with the delivery of your order within one Business Day of receipt so that they can be remedied for you. Claims may be reduced or rejected if we have not been notified within this timescale.

7.8 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 money sooner but in all circumstances, the earliest a refund can be given will be after 15 Business Days of despatch.

7.9 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.

7.10 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.

7.11 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.

7.12 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 at 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 responsibility for them or for any loss or damage that may arise from your use of Royal Mail.


8.1 If, on the rare occasion, we fail to despatch your order within the specified time frames as shown per the delivery table in clause 7.5, we will send you an additional £5 sterling note inside your order as recompense for our failure to process your order on time. This assurance excludes any delays caused by Royal Mail, as per their terms and conditions.


9.1 We may buy back up to a maximum of £300 worth of currency from customers who have originally purchased from and only one buy back per customer per 14 business days is permitted. All currency will be bought back by us subject and in accordance with this clause 9.

9.2 We do not buy back:

    9.2.1 travellers cheques;

    9.2.2 coins; or

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

9.3 Subject always to clause 9.1 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.

9.4 Buy backs must be arranged by emailing our Customer Services team on, the customer must provide an original order number when contacting the team.

9.5 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. Techniques and systems we use to check for counterfeit/fraudulent currency changes from time to time depending on security notifications that we receive from our regulator(s). 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 take place on the totals, currency type or authentication.

9.6 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 9.6, which shall be payable by you before we return the currency to you by debit card, credit card or bank transfer.

9.7 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 section 29 of the Data Protection Act 1998 and/or any other relevant legislation from time to time.

9.8 All refunds will be made by BACS transfer payment in sterling into your bank account within 5 Business Days of our receipt of your unused foreign currency in accordance with clause 9.5.


10.1 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 with us. We will not be liable for any breach of laws outside of England.


11.1 If you experience problems with the delivery or any other aspects of your order, please let us know and we will do everything possible to resolve your complaint satisfactorily.

11.2 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, or by sending us a letter to ICE Customer Services, PO BOX 7148, Hinckley, LE10 3ZE.

11.3 We will investigate and respond to your concerns promptly. 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.


12.1 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. Direct losses mean the value of the currency you wish to order from us, pursuant to purchase by you.

12.2 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.

12.3 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.

12.4 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.

12.5 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 beyond our/your control, such as 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.

12.6 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.

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

    12.7.1 death or personal injury caused by our negligence;

    12.7.2 fraud or fraudulent misrepresentation; or

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


13.1 By providing us with your personal information you are consenting to us processing this information as set out in this clause 143. We are committed to the lawful and correct treatment of personal information and will only use information obtained lawfully and in accordance with the Data Protection Act 1998 (the "Act"). This privacy policy statement will apply equally to all of our offices irrespective of where they are based.

13.2 We may use your personal information in order to process your order and/or to provide the Services to you or for any other reason relating to the provision of the Service.

13.3 We may also use your information for research and statistical analysis in order to improve the services we offer. This may involve us providing your personal data to third party company to process on our behalf for this purpose. We may also provide your personal data to potential purchasers of ICE or a group company. We, as well as our group companies, may use and update this centrally held information to identify products and services that might also be suitable for you, unless you have informed us that you do not want to receive this information. In these circumstances, we, as well as other companies in our group, will not make marketing approaches to you without your consent.

13.4 If you ask in accordance with the procedure set out in the Act, we will tell you what information we hold about you and provide you with a copy in accordance with the Act. Under the Act, you have the right to see the personal records we hold about you. A fee may be payable by you (the fee for this is currently £10).

13.5 The information we hold about you is confidential and will only be disclosed outside the group with your consent;

    - to our agents and others in connection with running accounts and services for you;

    - to investigate or prevent crime;

The law, a regulatory body, government, or governmental authority, permits or requires it, even without your consent;

13.6 We may check what you have told us and share information with fraud prevention agencies. It is important that you give us accurate information. If you give false or inaccurate data and we suspect fraud, we will record this in such manner as we think fit.

13.7 We may monitor phone calls with you in case we need to check that we have carried out your instructions correctly and to help improve our quality of service.

13.8 You acknowledge and agree that the processing and disclosure of information under this clause 14 will involve the transfer of information outside the European Economic Area, including to countries which do not have data protection laws. Any consent given by you in this agreement is without prejudice to any other right we may have to process information relating to you under the terms of any other agreement or as otherwise permitted.


14.1 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

14.2 Details of promotions that we may be holding at any given time can be found on the "Deals & Offers" page of the Website.


15.1 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 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 placing orders.


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

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