Terms and Conditions.

Service

1.This internet service for the provision of foreign currency is provided by Jubilee Tourist Information Centre Limited (trading as Covent Garden FX). Jubilee Tourist information Centre Limited is registered in England and Wales under number 04136378. Our trading address is 30a Jubilee Market Hall, Covent Garden, London, WC2E 8BE. All references to in these Terms and Conditions shall be to Jubilee Tourist Information Centre.

2.The Service is only available to UK residents aged 18 or over for delivery within the United Kingdom only.

3.The Service may only be used to order foreign currency for holiday or business travel.

4.By placing an order, you are confirming to us that you are the registered bank account customer and that you are not ordering foreign currency for illegal purposes and that no sums paid by you to us are tainted by criminal activity. You are also confirming that you will provide us with such information as we may reasonably require by us in order to process your order, including such information we may require to meet our obligations under anti money laundering laws and regulations.

5.By ordering foreign currency from us, you are also confirming to us that you have read and understood these Terms and Conditions and agree to be bound by them.

6.The Service is only available for the currencies listed from time to time on the online ordering screen on our website. We will quote to the nearest available denomination that we stock.

7.Any information provided by us in relation to your use of the Service does not constitute financial advice. We also do not warrant the accuracy of any information provided by us in relation to your use of our website and the Service.

8. The company reserves the right to cancel any order at any time for any reason.

9.Neither your placement of an order, our acknowledgement or receipt of your request for currency or our receipt of your payment constitute acceptance of your order. Acceptance of an order is only declared by us upon despatch of the currency to you.

 Orders

1.A maximum order value limit for foreign currency applies. The combined total of all your orders in any two calendar week period is subject to a maximum order value of £17,000 (excluding any handling or delivery charge). There is no minimum order value. We reserve the right to alter at our discretion, the minimum and maximum order values at any time.

 2.You agree to provide all the information required by us in order to process your order. We reserve the right to request further information from you should it be needed at any time.

 3.When placing an order, you warrant to us that the details and information provided to us are correct.

4.Our website will display confirmation details of your order. We would recommend you print a copy of the confirmatory screen for your records. We will also send you an email confirming your order.

 5.Once confirmed, an order cannot be cancelled or amended.

6.In the event that there are significant or material fluctuations in the exchange rates between us accepting your order and its despatch, we reserve the right to cancel your order without notice and liability to you.

7.We reserve the right to refuse orders for foreign currency for any reason at our discretion.

Charges

1.You will be required to pay for the foreign currency in Sterling at the time of ordering by either bank transfer or by cash.

2.The billing or other addresses registered to your bank account must match the delivery address for your order.

 3.We do not charge any commission on the foreign currency bought from us

4.Premium Currency denomination (if required) request is £15.00

5.Orders will be processed at the foreign exchange rate quoted on our website at the time you placed your order.

6.There is a £6.00 Insurance charge for postal orders if the order is below £750

7) Cancelled orders will be charged £25 to cover admin and return of currency to supplier.

Delivery

1.Orders will only be delivered to the billing or other addresses registered to the account holder.

 2.Your foreign currency will be delivered by the Royal Mail special delivery service. We are not liable to you for late delivery if Royal Mail has failed to meet its delivery obligations. Delivery is also subject to Royal Mails special delivery conditions. 

3.Orders for Euro and USD must be placed before noon for next working day delivery this is not guaranteed. Orders placed on a Friday will not be delivered until the following week. Any orders for (i) Euro and/or USD placed after noon, on weekends or bank or public holidays; and/or (ii) other currencies offered, are likely to be delivered in two to three working days. Deliveries are not made on bank or public holidays. Please note that delivery to certain remote places within the United Kingdom may take longer.

4.A signature will be required on delivery. Proof of identification / address may be required if you have to collect your foreign currency from the Royal Mail if the original delivery is undelivered. Royal Mail are currently signing for packages and putting them through letterbox themselves. A GPS tracking system identifies where the signature has taken place.

5.Subject to condition 7, provided Royal Mail has obtained a signature at the delivery address (from customer or themselves), we shall have no further liability to you. We are also not liable for fraudulent acts committed by any third party.

6.If you do not accept delivery of your foreign currency for any reason or if you do not collect your foreign currency from the Royal Mail and the foreign currency is returned to us, we will issue you with a refund. We reserve the right to deduct a handling charge from any refund.

7 "Delivery Date" means the date which the client prefers to have the currency funds he has purchased despatched to him.

8.Covent Garden FX does not guarantee next day delivery or guarantee that your required delivery date will be met in any way however we shall use our best endeavours to deliver on your required date. We will not be held liable for any issues, expenses or costs arising from not delivering on the date you have stated.

9.We will attempt to send your order so that it reaches you on or before the date specified when placing your order. We are not responsible for late-delivery where the Postal Service has failed to meet the requirements of the Royal Mail Special Delivery service.

10.Any losses incurred by you, which are caused as a result of us delivering your order to a delivery address supplied by you in error, will be borne by you.

11.Deliveries to areas specified by the Royal Mail under general exceptions will be subject to the Royal Mails delivery schedule.

12.You accept that failed or missing deliveries will not be immediately refunded but dealt with under the terms of the Royal Mail’s investigation. Once their investigation and our subsequent insurance claim on your behalf (where appropriate) is complete only then will any refund be payable.

 

Foreign Currency Restrictions, Financial Sanctions and Money Laundering

1.There may be foreign currency import and export restrictions both in the United Kingdom and other countries that may be applicable. By placing an order you are confirming that you are aware of certain UK, UN, EU and international sanctions which prohibit the free movement of funds, goods and services to and from certain designated countries, regimes, entities and individuals. Further, information on these sanctions can be found on the Financial Sanctions page of the Bank of England website www.bankofengland.co.uk.

2.We may refuse to process an order if we reasonably believe that processing might be a breach of a UK, UN, EU international sanction or money laundering rule.

Buy-back of foreign currency

1.You can change your foreign currency back into Sterling at commision free rates.

Replacement Orders and Returns

Covent Garden FX Replacement Orders and Returns Policy

1.If you do not receive your order, please contact us straightaway. 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 lodge an investigation with Royal Mail. 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 10 Business Days of dispatch. This is under the Royal Mails Term and Conditions

2.If the order you received is less than you actually ordered, please contact us straightaway. We will undertake an investigation and if we consider it appropriate following completion of our investigation, we will either: (i) send you an amount of the relevant foreign currency equal to the difference between your actual order and what you received; or (ii) refund the amount of the difference in Sterling at the original order value. If you have not contacted us on the day of delivery of your original order to report an alleged discrepancy, we shall have no liability to you whatsoever for any such alleged discrepancy nor shall we investigate the matter

3.If the amount of the order received by you is greater than you actually ordered, you undertake to return the excess to us by Royal Mail special delivery service within 7 days of receipt. We will reimburse the postage costs incurred by you.

Limitation of Liability

1.We will use reasonable skill and care in providing the Service. We will not be liable to you:

1.if we cannot perform any of our obligations due to the failure of any system (technical or otherwise) or for any other reasons beyond our reasonable control, including without limitation, terrorism, war, natural disaster, government action and industrial action;

 2.for any damage to your systems or computer equipment as a result of using our website or the Service;

3.for any loss or damages incurred by you as a result of using our website or the Service which arise as a result of changes made to our website by unauthorised third parties;

4.where links are provided from our website to other websites which do not belong to us or any of our affiliates, for any loss or damages or offence caused or allegedly caused by your access to or use of such third party websites;

5.for any failure by you to provide us with the correct information;

6.for any expenses, claims, damages or losses suffered or incurred by you from your use of our website or the Service (including without limitation any indirect or consequential loss, loss of profit, business, revenue, contracts, anticipated savings whether in contract or in delict or tort), howsoever caused.

7.Our total liability to you in respect of each use of the Service shall be to refund the total purchase price (including any handling charge) of the relevant foreign currency order.

8..Nothing in these Terms and Conditions will limit our liability to you for death or personal injury caused by our negligence or that of our employees or agents, or for fraud. Your statutory rights are not affected by the provisions of this paragraph.

Personal Information

1.Details of how we use your personal information are set out in Covent Garden FX Privacy Policy. Please click on the attached link.

Governing Law

1.These Terms and Conditions shall be governed by and construed in accordance with the law of England.

Variation

1.These Terms and Conditions are subject to change from time to time and without notice.

2.Your continued use of the Service constitutes your acceptance of the Terms and Conditions as modified from time to time.

Contact Details / Complaints

1.If you wish to contact us or register a complaint with us, please contact us by:

1.email at [email protected]; or

2.telephone on 0207 240 9921; or

3.letter to 30a Jubilee Market Hall, Covent Garden, London, WC2E 8BE Covent Garden is the trading name of Jubilee Tourist information center. Registered in England with no. 04136378. 

Posting of Currency

1. Your order will be sent by Royal Mail Special Delivery and is subject to Royal Mail’s Special Delivery conditions
2. You may select a specific working day for the postal of your order up to 14 days in advance.
3. "Postal Receipt Date" means the date which the client prefers to have the currency funds he has purchased despatched to him.
4. Covent Garden does not guarantee next day delivery or guarantee that your required postal receipt date will be met in any way however we shall use our best endeavours to deliver on your required date. We will not be held liable for any issues, expenses or costs arising from not delivering on the date you have stated.
5. We will attempt to send your order so that it reaches you on or before the date specified when placing your order. We are not responsible for late-delivery where the Postal Service has failed to meet the requirements of the Royal Mail Special Delivery service.
6. Any losses incurred by you, which are caused as a result of us posting your order to a delivery address supplied by you in error, will be borne by you.

1. A signature will be required on postal receipt. 
2. In the event that you are not at home to sign for the receipt of your parcel, your order will be available for collection from the local Post Office or Royal Mail Sorting Office. Full details, including the address, telephone number and opening times will be left when Royal Mail attempt to deliver your order.
3. Collection from a Post Office – Should you have to collect your Travel Money from the Post Office, you will be expected to provide appropriate proof of identification before your order is released. We recommend that you take your passport and or Drivers Licence.
4. You can find out the status of your order by CALLING 0207 240 9921 or emailing us at  www.coventgardenfx.com/enquiries
5. If you fail to accept receipt for any reason and wish the order to be resent you will have to pay additional postal charges.
6. If, at any time, we have any grounds for suspecting this service is being used fraudulently by any person, we reserve the right to cancel and/or intercept the parcel of any order to the billing address given, and by using this service you consent to our right to do so.

POSTAL SCHEDULE

The following dispatch times will apply for next Business Day Postal Service:

Order Placed and payment received	Order Despatched
Before 2.00pm Monday to Friday	Same Day
After or at 2.00pm Monday to Thursday	Following Day
After or at 2.00pm Friday, and all weekend	Monday

1. The dispatch schedule is subject to variation for public holidays.
2. We will only despatch your order once we have received cleared funds before 2.00pm.
3. We will email you on dispatch of order with you Royal Mail Tracking number.
4. Your order should reach you the next Business Day before 2.00pm.
5. You should inform us of any problems with the receipt of your order within one Business Day so that they can be remedied for you. Claims may be reduced or rejected if we have not been notified within this timescale.
6. Where the receipt date falls on a Monday, your package may be dispatched on the Friday prior as Royal Mail do not collect on a Saturday/Sunday, therefore you may receive your package on the Saturday prior to your receipt date. This is dependent upon the local Royal Mail Delivery office's services where the package is being delivered to. In instances where the package does not arrive on the Saturday, your package may be delivered on the Monday. Royal Mail cannot guarantee receipt on a Saturday.
7. If the delivery address is to a location with a centralised reception or any kind of multiple occupancy building, be aware that Royal Mail may deliver to the reception or other delivery point only and not to the customer. Therefore, anyone at the reception can sign for and take receipt of the delivery. We are not responsible for deliveries for which Royal Mail has obtained a signature at your delivery address but which you have not received.

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.

LOST DELAYED OR DAMAGED PARCELS

1. We will not be held liable for any losses or expenses arising from late or non-delivery by Royal Mail.
2.  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 loss of your order.
3. You accept that failed or missing deliveries will not be immediately refunded but dealt with under the terms of the Royal Mail’s investigation. Once their investigation and our subsequent insurance claim on your behalf (where appropriate) is complete only then will any refund be payable.

1.  On the whole, investigations can take up to 28 Business Days before knowing if we can offer you a full refund or not. In rare circumstances, these investigations may take longer. 
2. We cannot process a claim for loss unless 10 working days or more have passed since the item was due for receipt by the customer.   
3. Your order is subject to Royal Mail's Special Delivery terms and conditions http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/claims-process  .If you click on this link you will leave our Website and our privacy policy and terms and conditions will no longer apply.
4. Refunds will only be issued once the claim has been processed by Royal Mail, verified as lost and compensation agreed. 

Please note that Royal mail state that they will not class a parcel as lost until 10 working days have passed.  We believe that this is unacceptable for our customers, but we do ask for 10 working days to be allowed for delivery. Please contact us if you have not received your order after this point.

 

Identification Requirements

Under HMRC Money Laundering regulations we are required to keep full records of transactions of £2.500 Sterling and above, together with copies of identification provided. 

If you are collecting Currency ID must be presented whatever the amount and copies will be kept securely in line with HMRC Compliance

Below is a list of the exact requirements needed according to the amount being spent: Please note this is an accumulative amount so if you have changed with us before and are going to go over these amounts for the year (12 months of transactions) then you will also need to provide the following forms of identification.