Travelex Online Terms and Conditions

In these terms and conditions (“Terms”), “Business Day” means a day that is not a Saturday,  Sunday, public holiday or bank holiday in any State or Territory of Australia. 

1. Who We Are

The Travelex online ordering facility ("Service") is provided by Travelex Limited (ABN 36 004 179 953, AFSL 222444), referred to as "Travelex" or “we” or "us" or "our". Our registered office is at: Suite 45.01, Level 45, 25 Martin Place, Sydney NSW, 2000 registered in Australia. You can also contact us at: TravelMoneyOnline@travelex.com.au.

2. What these Terms apply to

2.1. These Terms apply to the Service when it is used as an online ordering facility through this website or the Travel Money App (“Website”) for the purchase of:

(a) foreign currency cash which is to be collected by you at a Travelex Store, Travelex partner location and selected Travelex ATMs (“Cash Collection”) and

(b) foreign currency cash which is to be delivered to you at your residential address (“Cash Delivery”);

(in each case, “Online Foreign Currency”); and

(c)  Travelex Money Cards by you which is to be collected by you (“Card Collection”);

(d) Travelex Money Cards to be delivered to you at your residential address (“Card Delivery”)

Cash Collection, Cash Delivery, Card Collection or Card Delivery shall be referred to throughout these Terms as “Collection”.

2.2. By accessing and using the Service, you confirm that you have read and understood these Terms and Conditions and agree to be bound by them.

2.3. If you are using the Service to reload an existing Multi-Currency Cash Passport ™, please refer to the Product Disclosure Statement for the Multi-Currency Cash Passport .

2.4. If you are adding the Travelex Money Card to Google Pay, please refer to the Travelex Money Card Google Pay Terms and Conditions.

3. Use of the Service

3.1. The Service is only available to individuals aged 14 years or over and who are resident in and accessing the Service from Australia via the Website.

3.2. The Service can only be used to purchase Online Foreign Currency and Travelex Money Cards for a personal use such as holiday and attending seminar/workshop. This Service cannot be used for speculative, investment, commercial or any other purposes.

3.3. Travelex may, in its sole discretion, refuse to provide the Service to any person for any reason. Travelex will not be liable for any cost, loss or damage incurred by you if we refuse to provide the Service to you.

4. Placing an order

4.1. To place an order, you must follow the instructions on the ordering pages of the Website. You are able to correct errors on your order up to the point at which you click on the "Submit Order" button on the “Review” section. Once you have entered the ordering screen you must complete your order before your session times out otherwise you will have to restart the order process.

4.2. You must provide the requested information for us to process your order, which includes personal information (your  “Information”).  We reserve the right to request further Information from you at any time to enable us to complete your order and/or to comply with regulatory or third party requirements, in particular but not limited to the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) (the “Regulations”). We will use various procedures to authenticate each transaction, including those outlined below. We may refuse to provide the Services or cancel the Services if you fail to provide requested or satisfactory information. By placing an order, you confirm that the details contained in the order are true and correct in all respects.  You must not use the Service in a fraudulent manner.

4.3. As part of the Services we will collect your personal information in accordance with our Privacy Policy. Please read the Privacy Policy here.

4.4. As part of the online ordering process for Cash Collection and Delivery, your personal information will be collected and used for verification of your identity.  Verification of your identity will be conducted online (“Online Verification”) by Australia Post via Australia Post’s Digital iD™ platform.   By using the Service you agree to be bound by Australia Post’s Digital iD™ Terms of Use and Australia Post’s Digital iD™ Privacy Policy.

4.5. By using the Services you are consenting to us collecting your personal information and disclosing it to Australia Post and its suppliers for purposes that include the carrying out of the Digital iD™ Service.  This may involve your personal information being provided to third party identification verifiers as set out in the Digital iD™ Terms of Use.

4.6. Should you fail Online Verification for any reason, we may in our sole discretion (i) refuse the Service; (ii) cancel the order or (iii) take any other action as we deem (acting reasonably) appropriate. You will be notified of any cancellation and we reserve our rights to withhold the basis from you for any such cancellation

4.7. Depending upon payment method, location of Collection and currency sought, delivery times will vary. See the available dates for Collection and Delivery at time of order.

The risk and responsibility for collecting your order before you depart on your travels rests with you.  Please remember to allow sufficient time to make your collection before departing on your travels.

5. Order Limits

5.1. The order limits for all online orders are as follows:

(a) Online Foreign Currency:

• from $350 to $5,000 per single order;
• to a maximum of $10,050 in aggregate for orders made within 24hrs; and
• to a maximum of $20,000 in aggregate for orders made within 21 days;

(b) One-off purchase of Travelex Money Cards (Store Collection and Delivery):

• from $350 to $5,000 (one card per person limit);

(c) Combined purchase of Online Foreign Currency and one-off purchase of Travelex Money Card:

• from $350 to $10,050 per order with a total value comprised of:
  • Online Foreign Currency: from $50 to $5,000, and;
  • Travelex Money Card: from $50 to $5,000 (one card per person applicable).

(d) Travelex Money Card top-up:

• from $50 to $10,050 per single top-up;
• to a maximum of $10,050 per top-up within 24hrs; and
• to a maximum of $20,000 top-up within 21 days.

(e) Cash Collection at ATM:

• minimum AU$250 equivalent in single order;
• maximum of USD500 or EUR500 in aggregate for orders within 24hrs; and
• maximum of $2,000 equivalent in aggregate for orders within 21 days

 5.2. The limits set out above apply to an order for Online Foreign Currency or Travelex Money Card via the Website or Travel Money App and may be different to the limits imposed when purchasing foreign currency or a Travelex Money Card in a store. These limits are subject to change from time to time at Travelex’s sole discretion.

5.3. Online Foreign Currency availability may additionally be affected by factors outside of our control.

6. Order Confirmation

6.1. After you click on the "Submit Order" button on the “Review” page, you place your order with us and we receive your order, and the system will display a confirmation page setting out the details of your order.

6.2. You cannot change any order you place with us.

6.3. We may, at our sole discretion, accept or reject any order we receive.

6.4. You offer to acquire the Service under these Terms at the time you place an order under clause 6.1.  We will communicate our acceptance by sending you an email confirming the Order (“Order Confirmation Email”) Acceptance of your order is conditional on receipt of payment and completion of certain checks required by law. 

6.5. The title to any Online Foreign Currency you have purchased will transfer to you immediately upon dispatch by us of the Order Confirmation Email. The title to a Travelex Money Card you have purchased will transfer to you upon Collection of the Travelex Money Card.

6.6. You authorise and accept that we will hold any Online Foreign Currency you have ordered as bailee until you collect your order or in the case of a Cash Delivery, until your order has been delivered to you.

6.7. Please print the Order Confirmation Email and have it with you at the time of Collection.

6.8. We may reject an order if the any of the fraud, anti-money laundering, sanctions or politically exposed persons checks that we conduct fail in respect of you as customer. 

7. Payment

7.1. For orders paid for by debit/credit card or Apple Pay linked with debit or credit card, your card will be debited with the relevant amount once you press the “Submit Order" button on the "Review" page. To protect you against fraud we require the card used to pay for an order to be presented at the time of collection.

7.2. The cardholder of the card and the person placing and collecting the order must be the same person. You must ensure that the card is registered in your name and your account has sufficient funds available to cover your order and any applicable fees. Third party debit or credit card payments are not allowed. For Delivery, the cardholder of the card and the person placing the order must be the same person.

7.3. Orders cannot be paid for by Prepaid Cards, VCARD or VIRTUALMC (or any other virtual card or virtual card number). We only accept payment by a physical debit/credit card or Apple Pay linked with your debit or credit card issued by MasterCard or Visa that can be presented in person at the time of collection. The physical debit or credit card must display the name of the customer as it appears on the order.

7.4. If you choose BPAY or PayID as your payment method, you must make payment within 1 hour of the placement of your order. If you do not pay within this timeframe, we may cancel your order.

7.5. Payments via BPAY or PayID must be made from the account of the person obtaining the Service and submitting the order on the Website and not from a third party bank account.

7.6. You must use a bank account with sufficient funds available to cover your order and any applicable fees.

8. Collection and Delivery

8.1. The availability for Collection or Delivery dates are highlighted during the ordering process. You must choose one of the highlighted days as your nominated Collection and, when offered,  the Delivery date. When collecting from an Australia Post store, you will receive an email notifications of the status of delivery of your Foreign Currency.

8.2. We will use our reasonable endeavours to meet your nominated Collection or Delivery date, but we will not be liable for failing to do so.

8.3. In addition to clause 8.2 above please note that Collection and Delivery times are estimates only and are not guaranteed.  Collection and Delivery times, availability and offering may vary for reasons including but not limited to operational factors and may be subject to delays. 

8.4. We may change the Collection period or Delivery period from time to time at our sole discretion.

8.5. You are unable to change the Collection date for ATM Click & Collect orders. If you wish to change your Collection date, you must cancel your order and place a new order with alternate Collection date.  However, for Cash Collection at a Travelex store, you may change the Collection date provided that you contact us at least 4 Business Days prior to your nominated Collection date. You may not change Delivery dates.

8.6. When you place an order for the Collection by you, you must select a Collection location for the Online Foreign Currency from the stores or ATM locations listed on the (“Collection Location’). You cannot change the Collection Location after the order has been submitted.

8.7. You cannot change the Delivery location (“Delivery Location”) after the order has been submitted.

8.8. Orders for Collection can be collected by the person who made the order from the Collection Location set out in the Email Slip during branch opening hours. Please check the Website for opening hours and allow sufficient time to make your Collection before departing. We reserve the right to change the Collection Location and/or Collection time by notifying you prior to the Collection date if we are unable to fulfil your order from your nominated Collection Location or by your nominated Collection date/time.

8.9. For Collection at a Travelex store location, the following clauses 8.9 – clauses 8.12 apply. At the time of Collection, you must produce the following:

(a) if you paid by debit or credit card, the card with which the order was paid for or, if you paid with Apply Pay, show the image of the linked card stored in your Apple Wallet;

(b) a print out of your Order Confirmation Email or your order reference number; and

(c) the form of identification (original only) that you entered at time of purchase: current Passport or current Australian Driver’s Licence (except for NSW and SA, where digital driver’s license are acceptable), the Driver’s License must be physical card.

8.10. The name on the debit or credit card you used to pay for the order must match the name on the identification presented at the time of collection. We will not release your order if the card used to pay for the order is not presented or if payment has been made by a cardholder who is not the person placing and collecting the order.

8.11. You will be required to sign for your order at the time you collect it.

8.12. In order to comply with our anti-money laundering and other legal obligations and our internal risk and fraud policies, you may be requested to provide further information and identification documents (such as proof of residential address) and we may take a copy of your identification documents and other documents at the time of Collection.

8.13. For Collection at an ATM Click & Collect, you will need to produce the following:

• order confirmation number;
• Date of birth; and
• one time pin number (OTP) which is sent 24 hours prior to the Collection Date (valid for 72 hours from Collection Date) and the mobile number which you used to order the Foreign Currency (the OTP can only be sent once. If the OTP is deleted or lost, the order will need to be cancelled and a new order placed).

8.14. The above requirements are in place to enable us to comply with laws and regulatory requirements and to help to protect you against fraud.

8.15. Where Delivery is available, Delivery orders will be delivered to the Delivery Location between the hours of 9am and 5pm (Australian Eastern Standard Time). If you miss your Online Foreign Currency Delivery, your order will be dispatched to a nearby post office and kept for collection by you for up to 7 days (inclusive of weekends and public holidays).  Please note:

(a) A “Sorry we missed you” card will be left at the Delivery address stating that the delivery was attempted and that the order has been delivered to a nearby post office;

(b) You may not collect the order from the post office without completion of the process outlined in clause 8.15; and

(c) In the event that the order is not collected by you from the post office within 2 weeks of delivery, your order will be returned to Travelex.

8.16. At the time of your Online Foreign Currency Delivery (or when you attend the nearest post office to collect your order pursuant to clause 8.14), you must produce the form of identification (original only) that you entered at time of purchase, being your current physical Australian Driver’s Licence (or in the case of NSW and SA, a digital driver’s license), Australian Proof of Age Card or Passport.  Your signature will be collected, your photograph will be checked and details of your current physical Australian Driver’s Licence, Australian Proof of Age Card or Passport will be recorded at the time of delivery.  You must ensure you collect, or are there to receive, your order personally. If you authorise your Online Foreign Currency to be released to a third party with your express authorisation you indemnify us and agree to hold us harmless for any loss, claim, cost or expense in the event that your Online Foreign Currency is released to a third party.

8.17. If you select Card Delivery, you will need to register and activate your card before use by visiting https://www.travelex.com.au/travel-money-card 

8.18. Your Online Foreign Currency or Travelex Money Card will be sent for Delivery via Australia Post (or such other courier as we deem appropriate).

8.19. The risk and responsibility for the Online Foreign Currency and/or Travelex Money Card which you have ordered will pass to you on delivery.  Upon the delivery of your Online Foreign Currency and/or Travelex Money Card, please ensure that the Online Foreign Currency and/or Travelex Money Card package is not torn, has not been opened and does not appear to have been tampered with before signing. If the package does appear to have been tampered with, you must (i) not accept it; (ii) not sign for it; and (iii) contact us to report the issue.

8.20. In the event of any problems with your delivery or package, you undertake to cooperate with us or any regulatory body in a related investigation.

8.21.  Please note that consumers are protected by certain statutory rights which cannot be excluded by agreement. Any provision of these Terms which seeks to restrict or exclude those rights may be open to challenge by you.

9. Currencies and Denominations 

9.1. The Service is only available for the currencies listed from time to time on the ordering pages of the Website. These currencies are subject to change from time to time at Travelex's sole discretion.

9.2. You cannot select your preferred Online Foreign Currency denominations on the Website. The amount of currency ordered will be rounded to the nearest banknote denomination for the relevant currency as determined by Travelex.

10. Exchange Rates

10.1. The exchange rates quoted on the Website are subject to change. We will use the exchange rate at the time we receive your order. The exchange rate applicable to your transaction is the rate set out in your Email Slip.

11. Fees and Charges

11.1. Total Amount: The total sum payable by you for your order will be shown on the “Review” section.

11.2. Commission: If you use the Service via this Website to purchase Online Foreign Currency or Travelex Money Card, you will not be charged a commission.

11.3. Debit or Credit Card fees: you pay by card, you will be charged a non-refundable card surcharge of 0.77% for Debit MasterCard, 0.94% for Credit MasterCard, 0.72% for Visa Debit and 1% for Visa Credit of the total order value (these surcharges may change from time to time). This will be shown within your order summary on the “Pay” page on selection of the payment option.

11.4. Apple Pay fees: If you pay with Apple Pay, you will be charged a non-refundable card surcharge of 0.72% which is applied to the total order value (this surcharge may change from time to time). This will be shown within your order summary on the “Pay” page on selection of the payment option

11.5. Card issuer/Bank Fees: If you choose to pay by debit or credit card or Apple Pay linked with your Mastercard or Visa debit or credit card, your card issuer/bank may charge an additional cash advance fee. We have no control over and are not liable for such fees.

11.6. Variation: We reserve the right to change any fee or commission set out in this clause 11 or add a new fee or commission at any time. All fees will be shown within your order summary and prior to payment.

11.7. Delivery: A fee will be applicable for Delivery orders to Australia Post stores and our partners stores which will be set out at the time of order online.

12. Order Cancellation

12.1. You may not reverse or “cancel” an order for Online Foreign Currency once you have made payment for your order.

12.2. Notwithstanding clause 12.1, you may visit a Travelex store to sell your Online Foreign Currency to Travelex at Travelex’s applicable buy rate of the day, which may be more or less favourable than the rate at which you originally purchased the Online Foreign Currency. Any card fee, commission or GST that you paid on the original order will not be refunded.

12.3. You cannot cancel Travelex Money Card order where you have requested Delivery of the Travelex Money Card. 

12.4. You cannot cancel reloads of Travelex Money Cards that have been completed via the Service.

12.5. Where you have elected to collect your Travel Money Card in-store, you may request cancellation or the order prior to collection from Travelex by contacting our Customer Service Centre by phone on 1800 440 039 (if overseas, please call +61 2 9696 9385) or by email at TravelMoneyOnline@travelex.com.au. Operating hours are Monday-Friday 7am-7pm; and Saturday and Sunday 9am-5pm (Australian Eastern Standard Time). You will need to provide your details and your order reference number.

12.6. If we agree to cancel your Travel Money Card order, we will calculate the refund amount (being the amount of foreign currency loaded onto the Travel Money Card during the original purchase converted into AUD using Travelex’s applicable buy rate of the day) and return the refund amount to the card or bank account used to pay for the original order. Any card surcharge, commission or GST that you paid on the original order will not be refunded.

12.7. Travelex does not refund cash advance charges charged by your card issuer.

12.8. Please note that, as refund processing is subject to your card issuer’s timeframes, it may take up to 10 Business Days after we receive your cancellation request for a debit/credit card or Apple Pay refund to be processed and available in your account.

12.9. Due to security reasons and to protect you from fraud, debit/credit card or Apple Pay refunds can only be made to the card from which the payment originated.

12.10. Please note that, due to the banking system, it may take up to 10 Business Days after we receive your cancellation request for the refund to reach your bank account.

12.11. Due to security reasons and to protect you from fraud, BPAY or PayID refunds can only be made to the account from which the payment originated.

13. Uncollected Orders

13.1. Should you fail to collect your order from the Collection Location within 72 hours after your nominated collection date (including by failing to satisfy our requirements under clause 8), your order will be marked as “Uncollected” and we will contact you to arrange an alternative collection date. In the event that we are unable to contact you within 90 days of the date that our contract was formed and you have not collected, cancelled or proceeded to reverse your transaction (as applicable) in accordance with these terms and conditions then the funds held by us at that time will be treated as unclaimed moneys.

13.2. The provisions of this clause do not affect your statutory rights.

13.3. Should you fail to collect your order from an ATM Click & Collect Location within 72 hours of the Collection Date, the order is cancelled and a refund automatically issued less a $10 cancellation fee.

14. Travelex Money Card Product Disclosure Statement and Terms and Conditions

14.1. If you purchase a Travelex Money Card via the Service, in addition to these Terms, you must read and agree to the Travelex Money Card Product Disclosure Statement and Terms and Conditions (“Travelex Money Card Terms”).

14.2. Travelex Money Cards are subject to the Travelex Money Card Terms  and by submitting an order via the Service for the Travelex Money Card you acknowledge that you have received the Travelex Money Card Terms and have read, agreed to and will be bound by its relevant terms and conditions.

14.3. Where there is any inconsistency between these Terms and the Travelex Money Card Terms, these Terms shall prevail to the extent of any inconsistency in regard to the purchase of a Travelex Money Card using the Service. 

15. Personal Information and Security

15.1. We use secure server software to make our Internet transactions secure. Read our Privacy Policy to find out how we may use and disclose your personal information. By using the Website and  acquiring the Services you agree with our Privacy Policy. You agree that all information provided by you is true and correct, that any material information will not be withheld and you will provide us with any additional information that may be required by us.

15.2. All debit or credit card payments  and payments via Apple Pay_linked with a credit or debit cardare subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment your order will not be accepted.

15.3. The personal information that we collect within the course of providing the Service to you is for the purpose of fulfilling our obligations under the AML/CTF Act 2006. This Service cannot be provided without us collecting this information for this purpose.

15.4. Where you Collect from any Travelex Store or partner location, we check your Identity. You agree that we and our partners (in the case of Australia Post, as well as Australia Post’s suppliers for this purpose) can collect and use the information you provide to confirm your identity with appropriate sources.  Australia Post may also use information it holds about you as a result of its services (e.g. mail redirection services or the address on parcels sent to you).

15.5 Details of your identity will be stored in accordance with Australia Post’s Digital iD™ Terms of Use and Australia Post’s Digital iD™ Privacy Policy.

15.6 Your personal information will also be captured and used in order to facilitate delivery of your order, for example, receiver details, and personal identifiers such as signature, an image of you on your identity card and the digits of your identity card, which will be recorded by couriers during the Delivery process.

16. Limiting Our Liability

16.1. We use reasonable care and skill in providing the Service. However, we shall not be liable to you for the following:

(a) if we are unable to perform any of our obligations to you due to failure of any technical systems or for any other reasons beyond our reasonable control including but not limited to war, terrorism, government action, natural disaster, and industrial dispute;

(b) for any damage to your computer equipment or other facilities as a result of using the Website or the Service;

(c) for any monetary limits, currency exchange restrictions, country restrictions or any other restrictions or limits outside of Travelex’s reasonable control (including but not limited to any prohibitions on bringing currencies into a country);

(d) for any indirect or Consequential Losses suffered or incurred through your use of the Website or the Service however caused (“Consequential Loss” means any loss which is: (1) consequential upon another loss; (2) loss of income or revenue; (3) a loss of opportunity or goodwill; (4) a loss of profits; (5) a loss of savings; or (6) a loss of data); and

(e) Damages, losses, claims or expenses suffered as a result of the act or omission of a third party which is beyond our reasonable control.

16.2. Our maximum liability to you in respect of each use of Service for the purchase of Online Foreign Currency or Travelex Money Cards shall be to refund the purchase price of that order.

16.3. The disclaimers and limitations of liability in these terms shall not apply to any damages arising from death or personal injury caused by the negligence of Travelex or any of its employees or agents or for fraud.

16.4. If any provisions of these terms including these disclaimers and limitations shall be unlawful or unenforceable then such provisions shall fall away and shall not affect the validity and enforceability of the remaining terms. This does not affect your statutory rights.

17. Sanctions

17.1. Under Australian laws we are prohibited from dealing with sanctioned individuals or entities and countries. If it appears that you are a sanctioned person, or are acting on behalf of a sanctioned person or entity or from a sanctioned country, we may be required to suspend or stop providing the Service to you. We may also be required to freeze any transactions with you and freeze any assets of yours which we hold.

17.2. In addition, Travelex does not accept identification from certain countries due to various local and international sanction regulations affecting those countries.

17.3. These processes may cause a substantial delay in providing the Service to you or may prevent us from providing the Service to you.

18. Indemnity

18.1. You must indemnify us from and against all claims, liabilities, damage, suits and losses, made against or suffered by us as a direct result of:

(a) any fraudulent, wilful or negligent act or omission of yours which causes us to be in breach of applicable laws or regulations, or otherwise causes us to incur losses, costs, damages or claims;

(b) any breach of these Terms by you; or

(c) personal injury or death, or property damage caused or contributed to by you.

19. Alteration of Terms

19.1. We may, at any time, with immediate effect, in respect of future orders, change or withdraw the Website, the Service and these Terms without liability to you. If we revise these Terms, we will post the revised version on the Website. By using the Service or Website or placing orders via the Service after we have changed these Terms, you will be accepting the changes.

20. Third Party Rights

20.1. When you place an order for Online Foreign Currency via the Service and we receive your payment for the order and accept your offer to enter into the contract for the related Service, we are entering a contract with you personally. Nothing in these Terms will confer any benefit on any third party or any right to enforce these Terms, on any third party.

21. Law and Jurisdiction

21.1. Our relationship shall be governed and interpreted in accordance with the laws in the State of New South Wales. Any dispute, which cannot be resolved between us, shall be resolved in the courts of New South Wales.

22. Complaints and Compliance

22.1. If you have any comments or complaints in respect of our services, please contact the Retail Customer Service Centre on 1800 440 039, (7am – 7pm Monday – Friday and 9am – 5pm Saturday and Sunday, Australian Eastern Standard Time) or at TravelMoneyOnline@travelex.com.au

22.2. You must comply with all laws and regulations binding on you, including complying with all obligations under, and not breaching, the anti-money laundering legislation or any other applicable laws.

23. Terms Governing Access

23.1. Access to the Website is provided only in accordance with our Website Terms of Use (“Website Terms”). Please read the Website Terms carefully before you start to use the Website. By using the Website, you indicate and warrant that you accept the “Website Terms” and that you agree to abide by them. If you do not agree to the “Website Terms”, please refrain from using the Website.

23.2. Our Website may, from time to time, contain links to and from the websites of our group companies, selected partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and accordingly we cannot accept any responsibility or liability for such policies.  It is therefore advisable to check these policies before you submit any personal information to these websites. By using the Website and acquiring our Services you accept the terms governing the websites of our partners.

September 2024