Terms & Conditions

Who We Are. In these Terms, “UnityLink”, “we”, “us” and “our” mean UnityLink Financial Services Limited, a company registered in England and Wales with company number 03547586 and registered office at The Triangle, 5–17 Hammersmith Grove, Hammersmith, London, W6 0LG.

Our Regulatory Status. UnityLink is authorised by the Financial Conduct Authority (FCA) under the Payment Services Regulations 2017 as an authorised payment institution, with Firm Reference Number 504521, for the provision of payment services. You can check our status on the Financial Services Register.

What These Terms Cover. These terms and conditions (the “Terms”) govern your access to and use of our website, our mobile application (the “App”) and the money transfer and related services we provide through them (together, the “Service”). The Terms, together with our Privacy Policy and any product-specific or country-specific terms we tell you about, form the agreement between you and us.

Accepting These Terms. By accessing, registering for or using the Service, you agree to be bound by these Terms. If you do not agree, please do not access, register for or use the Service.

Language. These Terms are provided in English, and all communications, instructions and transactions conducted in connection with the Service will be in English.

Eligibility. To use the Service, you must be at least 18 years old and have the legal capacity to enter into a binding contract in any relevant jurisdiction.

What the Service Is For. The Service exists to help you send money to family and friends in Ghana, Nigeria, Kenya and any further countries we may add from time to time, and to offer other services connected to our remittance service.

Send Only to People You Know. For your security, you should only send money to people you know personally. You must not use the Service to send money to strangers, for example, to pay sellers of goods or services, whether private or retail.

Prohibited Use. You must not use the Service for any Prohibited Activity or for any unlawful purpose, or in a way that breaches these Terms or any applicable law, regulation or sanctions regime.

Your Consent. When you submit a Transaction Request, you are asking us to process the Transaction on your behalf and giving your consent to its execution. A Transaction is treated as authorised only once you have given this consent in the manner we specify.

We May Decline. We are not obliged to process any particular Transaction. We may, acting reasonably, decline to accept a Transaction Request. If we decline, we will notify you promptly and (unless we are prohibited by law from doing so, or clause 8 applies) return the Transaction Amount we have received to you.

Unique Identifiers. For the purposes of the Payment Services Regulations 2017, the following details (in whole or in part) may be the Unique Identifier for a Transaction. If you give us an incorrect Unique Identifier, we are not liable for non-execution or defective execution of the Transaction, but we will make reasonable efforts to recover the funds (and may charge you our reasonable costs of doing so):

Information We Give You. After we receive a Transaction Request, we will make available to you information that lets you identify the Transaction, including: the Transaction Amount and currency; our Service Fee; the exchange rate applied; the Payout Amount; and the date we received the Transaction Request. We may send notifications relating to your Transactions by email and/or SMS.

Service Fee. For each Transaction Request, you agree to pay us the Service Fee in addition to the Transaction Amount. Payment is due when you submit your Transaction Request. All charges applicable to a Transaction will be shown to you before you confirm it.

Non-refundable Fees. To the maximum extent permitted by law, the Service Fee is non-refundable, except as expressly stated in these Terms or where a refund is required by law (see clause 9).

Card and Chargeback Costs. We may apply a convenience fee for processing certain card payments in certain jurisdictions. If a Transaction Request results in us incurring charges (including chargeback or similar fees) other than through our fault, you agree to reimburse us for those charges.

Exchange Rates. Where a Transaction involves currency conversion, the exchange rate we apply will be shown to you before you confirm the Transaction. Our rate includes a margin and may differ from published reference or interbank rates.

Local Taxes and Deductions. Some Destination Countries apply Local Taxes or deductions to incoming transfers, airtime top-ups or mobile wallets. Where this applies, the relevant deduction is made from the Transaction Amount, so the Payee will receive a correspondingly lower Payout Amount. We will make reasonable efforts to tell you where this applies before you confirm.

We Act with Reasonable Care. We will provide the Service to you using reasonable care and skill. The Service may not be available, in whole or in part, in certain regions, countries or jurisdictions.

We Will Process Promptly. We will attempt to process Transactions promptly. Because many transfers are to countries outside the UK and EEA, statutory maximum execution times may not apply; delivery times quoted on our website or in the App are indicative of the normal or average service and are not a guarantee for any individual Transaction.

Possible Delays. A Transaction may be delayed or cancelled for reasons including: verifying your identity; validating your Instruction; contacting you; variations in Service Provider business hours or currency availability; or the need to comply with applicable law. Where we can, we will tell you if a Transaction is delayed and why.

Accurate Information and Identity. You agree to:

• (a)provide true, accurate, current and complete information, including evidence of your identity, and to update your details promptly if they change;
• (b)provide any identity or verification documents we request; and
• (c)provide any other information or documentation we require, including to meet our legal and regulatory obligations.

Security. You must keep your account credentials confidential and not allow anyone else to use your account. You must notify us without undue delay if you know or suspect that your credentials or Payment Instrument have been lost, stolen, misused or accessed without authorisation.

No Interference. You must not use any device, software or routine to interfere, or attempt to interfere, with the proper working of the Service or any Instruction conducted through it.

Financial Crime Checks. We are subject to anti-money laundering, counter-terrorist financing and sanctions laws. We conduct customer due diligence and monitoring, and we may ask you for information about you, the Payee or the purpose of a Transaction at any time.

When We May Refuse, Suspend or Delay. We may refuse, suspend, delay or cancel a Transaction (and, where we proceed, may still suspend or cancel it) if we reasonably believe that: (a) doing so is necessary to comply with, or avoid breaching, any law, regulation or sanctions requirement that applies to us; (b) the Transaction involves or may involve a Prohibited Activity, fraud or other financial crime; (c) you have breached these Terms; or (d) we are otherwise entitled or required to do so.

What We Will Tell You. Where we refuse, suspend or cancel a Transaction, we will notify you and give our reasons unless we are prohibited by law from doing so. Where we lawfully can, we will return the Transaction Amount we have received to you.

Cancelling Before Payout. You may cancel (revoke) a Transaction Request at any time before the Transaction Amount has been paid out to the Payee, by contacting our customer service team. If we receive your cancellation in time, we will refund the Transaction Amount to you. We will process this refund without undue delay.

After Payout. Once the Transaction Amount has been paid out to the Payee, the Transaction can no longer be cancelled and the Transaction Amount is not refundable.

How Refunds are Made. Refunds are made to the same Payment Instrument used to fund the original Transaction, unless we agree otherwise in writing. Where a refund is made to a debit or credit card, the time it takes to appear on your account depends on your card provider or bank, is outside our control and may take several Business Days after we issue the refund.

Unauthorised or Incorrectly Executed Transactions. If you think a Transaction was not authorised by you, or was not carried out correctly, tell us as soon as you can and in any event no later than 13 months after the date the Transaction was debited. If you do not tell us within this time, you may lose your right to a refund. Where we are required to refund an unauthorised Transaction, we will do so as soon as practicable and no later than the end of the next Business Day after we become aware of it, unless we have reasonable grounds to suspect fraud and have reported it as the law requires. In any case, nothing in these Terms affects your rights under the Payment Services Regulations 2017.

What We Are Not Liable For. Subject to clause 10.3, we are not liable for any loss or damage arising from: (a) your failure to provide accurate, complete or current information (including an incorrect Unique Identifier); (b) any delay or failure in executing a Transaction caused by circumstances beyond our reasonable control (see clause 16.6); or (c) anything we do in good faith to comply with applicable law, regulation or sanctions.

Cap on Liability. Subject to clause 10.3, our total liability to you in connection with these Terms will not exceed the greater of (a) the Service Fees you paid us in the 12 months before the event giving rise to the claim, and (b) the Transaction Amount of the Transaction to which the claim relates.

Liability We Do Not Exclude. Nothing in these Terms limits or excludes our liability where it would be unlawful to do so. This includes liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; our obligations to you under the Payment Services Regulations 2017 (including for unauthorised, non-executed, defectively executed or late Transactions); and any other liability that cannot be limited or excluded by law. If you are a consumer, nothing in these Terms affects your statutory rights.

How We Use Your Data. We process your personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018, as described in our Privacy Policy, which forms part of these Terms.

Our Lawful Bases. We process your personal data mainly because it is necessary to perform our contract with you (to provide the Service) and to comply with our legal and regulatory obligations (including anti-money laundering, counter-terrorist financing and sanctions requirements). We rely on consent only where our Privacy Policy says so.

Accuracy. You confirm that the personal data you give us is accurate, and you agree to keep it up to date.

How to Complain. If you are unhappy with the Service, please contact us using the details in clause 17 or follow our Complaints Procedure, available on our website.

Financial Ombudsman Service. If you are an eligible complainant and we cannot resolve your complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service free of charge:

Notice of Changes. We may change these Terms. Where you hold an ongoing (framework) arrangement with us, we will give you at least two months' notice of any change before it takes effect, unless a change is required sooner by law.

Your Right to Reject. You may end your agreement with us at any time before a change takes effect, without charge. If you do not tell us before the change takes effect that you reject it, you will be treated as having accepted it.

By You. You may close your account at any time by contacting us, subject to completing any Transactions already in progress.

By Us. We may suspend or terminate your access to the Service, on notice where practicable, if you breach these Terms, if we are required to do so by law or regulation, or where clause 8 applies.

Assignment. We may assign or transfer our rights and obligations under these Terms to another entity, provided this does not reduce your rights. You may not transfer your rights or obligations without our written consent.

Entire Agreement. These Terms, together with our Privacy Policy and any product-specific or country-specific terms, form the entire agreement between you and us relating to the Service.

No Waiver. If we do not enforce a right under these Terms, that is not a waiver of that right.

Severance. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force.

Third Parties. Except as expressly stated, no one other than you and us has any rights under these Terms, including under the Contracts (Rights of Third Parties) Act 1999.

Events Beyond Our Control. We are not liable for any failure or delay in performing our obligations caused by events beyond our reasonable control, including failures of Service Providers, communications or payment systems, or acts of government.

Governing Law and Jurisdiction. These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the courts of England and Wales.