Service

1. This internet service for the provision of foreign currency is provided by Covent Garden FX Limited (trading as Covent Garden FX). Covent Garden FX Limited is registered with Companies House England and Wales under registration number 10000467. Our trading address is 30 Jubilee Market Hall, Covent Garden, London, WC2E 8BE. All references to the Company in these Terms and Conditions shall be to Covent Garden FX Limited.
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 accessing, using, or browsing the Website, or ordering Currency from the Website you confirm that you are over 18 years old and have read and understood these terms and conditions, and agree to be bound by them and to comply with all applicable laws, rules, and regulations.
5. By placing an order, you are confirming to us that you are the registered account or debit card holder and that you are not ordering foreign currency for illegal purposes. You are also confirming that you will provide us with such information as we may reasonably require by us to process your order, including such information we may require to meet our obligations under anti-money laundering laws and regulations.
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. The Company will only provide banknotes for non-speculative purposes. This means that the Company will not supply the Client if the Client is seeking to purchase banknotes as an investment or to profit by pure speculation on foreign exchange movements without having a genuine non-speculative reason for doing so that the client can document if required in accordance with The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017.
8. 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.

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. When placing an order, you warrant that you are acting on your own behalf, for a genuine reason and the currency that you wish to buy/sell is legally and beneficially yours, has 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. You also warrant to us that the information that you provide to us is true and accurate in all respects and that you will not withhold any material information from us, and you will provide us with any information that we may reasonably require.
3. When placing an order, you warrant to us that the details and information provided to us are correct. You must provide all the requested information for us to process the order. We reserve the right to request further information from you, should it be required, at any time.
4. You agree that we may take reasonable steps to verify your identification 'Personal Information' means the details provided by you to us.
5. You acknowledge and agree that we may elect not to do business with you for any reason, at our absolute discretion.
6. You agree that the information you provide may be passed on to Third Party Systems to assist in making decisions to verify customer identity and residency as and when deemed appropriate to do so by the Company in order to fulfil our obligations towards meeting the Anti-money laundering regulations (our legitimate purpose).
7. You agree that the third-party Systems used to validate customer identity may result in a check on your credit file held by the relevant credit reference organisations, i.e. a 'soft-enquiry' or 'soft check'. Such a check will only be utilised in order to verify customer identity or residency status.
8. 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.
9. Once an order has been confirmed, you as the customer have no right to cancel or amend this in any way, but the company may at our absolute discretion allow for an order to be cancelled or amended provided that you contact us either via telephone or in writing to our email address.
10. The Company reserves the right to cancel your order without notice and liability to you for any reason whatsoever.
11. We reserve the right to refuse orders for foreign currency for any reason at our discretion.
12. You agree to check your personal information in your emails and to inform us immediately if changes are required or that a mistake has been made. Failure to notify us in a timely manner may result in the loss of your package and you agree that Covent Garden FX will bear no liability in the event that your order is lost due to incorrect information supplied and not brought to our attention in a timely manner.

Payments / Charges

1. You will be required to pay for the foreign currency in Sterling at the time of ordering by either bank transfer or debit card or cash. Bank Transfer payments must be paid and received by Covent Garden FX on the same day as ordering to receive the agreed rate. Next day deliveries will require payment being received by Covent Garden FX no later than 1pm on the day of ordering. We reserve the right to change your rate should your payment arrive late.
2. The billing or other addresses registered to your bank account / debit card must match the delivery address for your order.
3. We do not charge any commission on the foreign currency bought from us.
4. We do not charge any fees.
5. Orders will be processed at the foreign exchange rate quoted on our website at the time you place your order providing you pay for your order on the same day.
6. There is a £7.00 Insurance charge for postal orders if the order is below £1200.
7. Short payments, i.e. orders that are not paid for in full will not be dispatched until the outstanding amount is received. We shall endeavour but do not warrant to advise you of any shortfall via email.
8. Any refund of a cancelled order, duplicate payment, rounding adjustment or any other type of refund may be subject to a £25.00 payment charge in addition to any other fees payable.
9. Should you require your currency in specific denominations i.e., all USD100 bills, we reserve the right to add a fee of £15.00 to your order to fulfil your request. The £15.00 Administration Fee can be made by Bank Transfer or by currency deduction (where the amount will be deducted from your total foreign currency order amount). Where such a fee is levied, we will inform you via email. Your request for specific denominations will not be acted upon until payment has been received or a deduction from the purchase agreed.
10. In the process of making a payment to us via bank transfer, should we be unable to identify the sender of the funds due to the sender or their bankers not attaching the order number or other means to enable us to identify them or the funds we receive not being readily identifiable as being sent from the customer, then these funds will be held in suspense pending identification. We reserve the right to amend the exchange rate to the rate published on the day the funds are eventually identified.
11. The Company will endeavour to ensure that the currency notes supplied to the client are in the denominations requested; however, the company reserves the right to supply the currency in any denomination. The Company also reserves the right to substitute for Pound Sterling, either in the form of cash or cheque, in the event of a shortfall in the specific currency. In the event of the substitution being greater than £25 or 5% of the value, the Company will make a reasonable attempt to contact the customer via telephone or email.
12. You can pay for your order by Bank Transfer (Internet/Telephone Banking/Faster Payments/CHAPS/BACS, etc) or with your Debit Card. We do not accept cash deposits directly into our account, cheques, credit or charge cards, any type of E-money payment or any prepaid card or web app payment.
13. Should you attempt to or be successful in making a payment to us by any method not explicitly stated as acceptable according to provision 12, once identified, these funds will be suspended and your order will not be processed. Any refund payable will be subject to both an administration fee of £25.00. All orders will be processed at the foreign exchange rates confirmed to you by our automated email process only at the time of ordering.
14. Our website rates are indicative only and whilst we will make all reasonable efforts to honour the rates indicated on the website, the actual rate offered may vary. Where this is the case, the final rate will be communicated to you in writing via email, and your consent in proceeding with the adjusted rate is assumed unless we are made aware otherwise. Due to exchange rate fluctuations, any debit card payment must reach us as cleared funds within one business day of placing your order in order for us to secure the rate on your order or the order may be subject to amendment of the exchange rate or cancellation as per our Terms & Conditions. Bank Transfer payments must be received by 1pm on the same day of ordering. In instances where a Bank Holiday is between your order date and your payment date, we will allow extra time equivalent to the Holiday period. The minimum order value for currency is £350; orders of less than £1200 will incur a handling fee of £7 for postal delivery services.
15. You must reference your order number with the payment to enable us to identify the funds upon receipt. Failure to do this will likely add processing time to your order.
    We must be able to clearly identify the remitter of the payment to us. Payment should be made from a bank account in the name of the person ordering the funds. If you pay from a business account, a joint account or if someone pays on your behalf you understand that a delay in processing will occur as it will be necessary to identify the remitter.

Delivery

1. Orders will only be delivered to the billing or other addresses registered to the account holder.
2. The Company does not recommend delivery to Business/Charity/Organization [work] addresses but will do so upon request at the customer's own risk.
   Any requests to amend the delivery address must be via email and it may be necessary for us to conduct further checks. You understand that a delay in processing may occur whilst these checks are undertaken.
3. Orders for Euro and USD must be placed before noon for next working day delivery. However, the company makes no guarantee that you will receive your currency the next working day, only that the company will make a reasonable effort in order to ensure that the order is dispatched on time for Royal Mail. 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. 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 Mail's special delivery terms and conditions, copies of which may be found on the Royal Mail website.
5. 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 attempt to deliver by 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.
6. A signature will be required on delivery. Proof of identification / address may be required if you have to collect your foreign currency from the offices of Royal Mail if the event of a missed delivery to your premises.
7. It is important that you are present to accept delivery for your order. We cannot accept any responsibility for fraudulent acts committed by a third party or non-delivery to a named person. We will not be liable for any losses or expenses arising from late or non-delivery.
8. If you believe your order is in anyway incorrect then you must inform us with 48 hours by email to [email protected]�
9. 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 an appropriate administration fee and/or handling charge from any refund.
10. You accept that failed or missing deliveries will not be immediately refunded but dealt with under the terms of the Royal Mail's claims procedure. Once their investigation and our subsequent successful insurance claim on your behalf (where appropriate) is complete only then will any refund be payable. Should the insurance claim be rejected by the Royal Mail you understand that a refund will not be made and accept that their ruling is final in all forms.
11. 'Delivery Date' means the date which the client prefers to have the currency funds purchased dispatched.
12. 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.
13. 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.
14. Deliveries to areas specified by the Royal Mail under general exceptions will be subject to the Royal Mail delivery schedule.
15. Where the delivery date falls on a Monday, your package may be dispatched on the Friday prior as Royal Mail do not collect from the Company on a Saturday/Sunday, therefore you may receive your package on the Saturday prior to your delivery 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 delivery on a Saturday.
16. You may request Saturday delivery of your order for a charge of £7.50 per package however, we cannot guarantee that Royal Mail will fulfil this request. This fee is non-refundable in the event of non-delivery on a Saturday.
    You may request delivery of your order before 9.00am Monday to Friday for a charge of £15.00 per package however, we cannot guarantee that Royal Mail will fulfil this request. This fee is non-refundable in the event of non-delivery before 9.00am.
    You may request delivery of your order before 9.00am on Saturday for a charge of £30.00 per package however, we cannot guarantee that Royal Mail will fulfil this request. This fee is non-refundable in the event of non-delivery before 9.00am.
17. Where delivery is made at customer's request, we can accept no direct responsibility or liability for safe delivery beyond ensuring the secure handover of payment to the chosen delivery address.
18. 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 take receipt of the delivery.
19. Our delivery schedule is subject to variation for public holidays, weather conditions and force majeure, Covid Restrictions.
20. Customers must refuse to accept any damaged packages delivered by Royal Mail. We will not accept any responsibility for damaged packages.
21. 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.
22. 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.
23. Returned or refused deliveries will be bought back by us at the prevailing buyback rate on the day upon receipt at our offices unless prior arrangements have been agreed.
24. Should the Client need to change either the delivery date or the delivery addresses this request must be done by email from the email address initially used to make the order and may not take effect until confirmed back to you in an email from us and ID is supplied.

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. All banknotes provided to the client are legal tender, in circulation and valid at the time of despatch. We will not be held responsible for any changes made to their status by Central banks or Governments once they have left our possession.
3. 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.
4. The Company is licensed for Bureau de Change business with H.M Revenue & Customs under licence number XJML00000169400.
5. The Company reserves the right at all times to refuse to process any Currency orders at any stage.
6. The Company has a legal obligation to report to HMRC and or National Criminal Agency any and all suspicious transactions.
7. The Regulations require the Company to monitor any unusual or suspicious transactions of any size taking place where the company believes the money is derived from illegal activity.
8. The Regulations also require us to keep full records together with copies of identification provided (where obtained) of all transactions. Our Anti Money Laundering policy may require us to select your transaction for enhanced verification. We will attempt to electronically verify you however should we be unsuccessful we will require documentation.
9. You may be required to prove the source of the funds you are using to pay for your transaction and the purpose of the transaction. Should this be the case we will contact you specifically regarding this. This will most likely not be at outset of the transaction.
10. You agree that you will have available and provide to us the necessary documents in the format requested to prove these should we so request them and further agree that your failure to do so to our satisfaction may result in the cancellation of your transaction at your cost.
11. Should you fail to provide the necessary evidence within seven days then we reserve the right to cancel the transaction as having failed the Anti Money Laundering process.
12. Should your order fail Anti Money Laundering checks then we reserve the right to cancel the transaction as per our cancellation policy.
    
    

Buy-back of foreign currency

1. You can change your foreign currency back into Sterling at commission free rates.
2. Any out-of-date notes received will be excluded from your refund calculation and returned to you at your cost.
3. We will apply our buy back exchange rate on the day of receipt back to our offices for Cash buy back services.
4. We will apply our buy back exchange rate at point of ordering for Postal returns providing the currency is returned to us the next working day.
5. We do not accept coins. You accept that any coins sent to us are to be excluded from your refund calculation and will not be returned.
6. Orders are subject to ID confirmation. You agree to supply us with ID (if needed) to complete the transaction.
7. Rates on the website are 'online rates' and are not the same as the 'shop rates'.

Complaints Process

1. Covent Garden FX take all complaints seriously. Complaints cannot be made via phone. The only way to log a complaint with us is through the email, [email protected]
2. A representative of the complaints team will aim to respond to your initial complaint within 7 working days. We will attempt to resolve your complaint within this time period.
3. In the event you are dissatisfied with our response, a senior manager will be in touch regarding your complaint. This may take up to 28 days.
4. Covent Garden FX clearly signpost their complaints process on the website help section to direct all customers to the appropriate person in the event of a complaint.
5. Covent Garden FX cannot accept responsibility for late or lost delivery on behalf of Royal Mail. We are governed by their terms and conditions.
6. Royal Mail may take up to 28 working days to reach a resolution on the status of your parcel. Covent Garden FX do not tolerate abuse to our team during this period.
7. By using our service, you accept that any issues that arise during the postal period of your order lie with Royal Mail. Their terms and conditions will dictate any status of refund.

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 You accept that failed or missing deliveries will not be immediately refunded but dealt with under the terms of the Royal Mail's claims procedure up to 28 days from notification of loss.
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

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.

General

Any telephone calls between the Company and the Client may be recorded, in which case the recordings will be accepted by the client as evidence of the instructions or communications recorded.

The Client, by accepting these terms and conditions, acknowledges and accepts that evidence of any such recordings may be referred to by the Company in respect of any dispute or difference between the parties.

The terms and conditions of this Agreement are the conditions in force at the date of this Agreement and shall not be superseded, amended or varied in any way whatsoever without the written consent of the Company.

No representation made orally by the Company, its servants or agents shall be binding upon the Company or shall form part of this Agreement, unless they are agreed in writing by a Director of the Company.

Your obligations under these Terms and Conditions may not be assigned or transferred in anyway to any other party. We shall have the right at any time to transfer and assign our rights under these Terms and Conditions to any other party as we deem fit. Any delay or failure on our part to exercise our rights shall in no way amount to or be deemed as a waiver or giving up of such rights by us, nor shall it prejudice any of our other rights under these Terms and Conditions.

A person who is not a party to the Trading Agreement has no rights under the contracts (Rights of Third Parties) Act 1999 to enforce any term of the Trading Agreement but this does not affect any right or remedy of a third party which, exists or is available under that Act.

Should any of these Terms and Conditions be deemed to be unenforceable or illegal, the remainder of the Terms and Conditions shall remain in full force and effect as if the unenforceable or illegal part has been removed. Should any of these Terms and Conditions be in conflict with any other documentation or information that we have provided to you in connection with any order, then these Terms and Conditions shall have priority unless specifically agreed by us in writing that such other documentation and information shall have priority in whole or in part.
  

EXCLUSION CLAUSE

The Company excludes all liability for any claim arising from any act undertaken for a Customer unless the Customer can prove that the company caused the Customer to suffer loss.
When determining if the company has caused a Customer to suffer loss, the Customer accepts the actions of intermediaries not employed by the company are the actions of third parties. The company will not be responsible for any loss caused by a third party. This does not affect the customers' statutory rights.

The Company will make every effort to process orders placed via this service without any delay, however, delays can sometimes occur due to technical problems or matters out of our control. If this occurs, we will make every effort to deliver your order as soon as possible.

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 purchased, pursuant to any Contract. You accept that this is a reasonable pre-estimate of the loss you may suffer resulting from any breach by us or of our obligations hereunder.

 

DISCLAIMER

None of the information contained in this website constitutes, nor should be construed as Financial Advice. The Company provides information attempting to achieve accuracy, but this cannot be guaranteed.

The Company does not warrant this site's contents, and exclude any implied warranty, in particular relating to exchange rates, market prices and data. The Company is showing rates as an indication only. All information is given with the proviso that while we give an indication of today's rates, we will not be held responsible for any human or machine error that causes a wrong rate to be published.

In the event of an incorrect rate quoted on any order, we will contact you to advise the correct rate and amend the order accordingly. You can then confirm if you wish to proceed with the amended order. Neither the Company, nor any entities from which they receive information, nor any entities with which their site is linked, shall be liable for any investment or other decisions made on the basis of the information provided.

 

Personal Information

1. Details of how we use your personal information are set out in Covent Garden FX Privacy Policy.

Governing Law

1. These Terms and Conditions and any disputes or claims arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales and the English Courts shall have jurisdiction over any such dispute.

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

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
   
   Customer Services Department,
   30 Jubilee Market Hall,
   Covent Garden,
   London
   WC2E 8BE

Covent Garden is the trading name of Covent Garden FX Limited -Registered in England with no. 10000467.