Fees, Exchange Rates & Transfer Limits

TwintaPay is committed to presenting fees, exchange rates, recipient amounts and transfer limits clearly before a customer authorises a money transfer.

TwintaPay is a trading name of United Exchange Ltd.

What you will see before confirming a transfer

Before you authorise a transfer, TwintaPay will provide a clear transaction summary showing, where applicable:

• The amount you wish to send;
• The applicable exchange rate;
• The TwintaPay transfer fee;
• The total amount you will pay;
• The expected amount the recipient will receive;
• The receiving currency;
• The selected payout method;
• The estimated transfer or delivery time;
• Any known deductions or third-party charges;
• Any important conditions or limitations applying to the transfer.

You will have an opportunity to review these details before confirming and paying for the transfer.

Transfer fees

A transfer fee may apply depending on factors such as:

• The destination country;
• The amount being sent;
• The payment method;
• The recipient payout method;
• The payout partner used;
• Promotional pricing, where applicable;
• Operational or processing costs associated with the transfer.

The applicable TwintaPay transfer fee will be shown before you authorise the transaction.

We will not add an undisclosed TwintaPay transfer fee after you have confirmed the transaction.

Exchange rates

The exchange rate offered for a transfer may differ from rates displayed by banks, financial-data providers, search engines or currency-converter websites.

Publicly displayed market, wholesale or interbank rates may not be available to individual retail customers and may not reflect the full cost of processing and delivering an international money transfer.

The TwintaPay exchange rate may include a margin. The rate applicable to your transfer and the expected recipient amount will be displayed before you authorise the transaction.

Exchange rates may change because of:

• Movement in foreign-exchange markets;
• The time and date of the transaction;
• The transfer amount;
• The destination country and currency;
• The payout method;
• Rates made available by banking, settlement or payout partners;
• Operational, liquidity and settlement costs.

When is the exchange rate confirmed?

An indicative rate shown before the final transaction-review stage is not guaranteed unless the website or transfer journey expressly states that the rate has been locked or confirmed.

The exchange rate becomes applicable when it is displayed as the final rate and you authorise the transfer, subject to payment being received and any required verification or compliance checks being completed.

If a transfer cannot proceed using the confirmed details, we will explain the available options before applying a materially different rate or recipient amount.

Recipient amount

Before you authorise the transfer, we will show the amount the recipient is expected to receive based on the information available at that time.

The recipient amount may be affected where:

• Incorrect recipient or account information has been supplied;
• The receiving bank, mobile-wallet provider or another intermediary applies a charge;
• The recipient selects or requests a different payout method;
• A local tax, levy, regulatory deduction or legally required charge applies;
• The transaction is amended, returned or converted into another currency;
• A third-party provider applies a deduction that was not reasonably known to TwintaPay when the transfer was confirmed.

Where a known third-party charge may reduce the recipient amount, we will disclose this before the transfer is authorised wherever reasonably possible.

Third-party charges

TwintaPay controls the fees that it charges directly. We may not always control charges imposed independently by:

• The sender’s bank or payment provider;
• An intermediary bank;
• The recipient’s bank;
• A mobile-money or mobile-wallet provider;
• A payout or collection provider;
• A card issuer or another payment-service provider.

You should check whether your bank, card issuer or payment provider will apply any separate charge for funding the transaction.

Transfer limits

TwintaPay does not currently publish one universal transfer limit for every customer and transaction.

The minimum or maximum amount available may depend on:

• The destination country;
• The recipient payout method;
• The customer’s verification status;
• The customer’s expected transaction activity;
• The payment method;
• Source-of-funds information;
• Transaction frequency and cumulative value;
• Legal and regulatory requirements;
• Financial-crime, fraud or security controls;
• Banking and payout-partner limits;
• Operational or liquidity constraints.

The limit applicable to a proposed transfer will be shown during the transfer journey or communicated by our team where additional review is required.

Additional verification for higher-value transfers

Higher-value, unusual or cumulative transactions may require additional information or documents before they can be processed.

Depending on the circumstances, we may request:

• Additional proof of identity or address;
• Evidence of occupation or income;
• Bank statements or payslips;
• Evidence showing the source of the funds;
• Information about the purpose of the transfer;
• Information about the recipient and your relationship with them;
• Evidence supporting the underlying reason for the payment.

Providing documents does not guarantee that a transfer will be accepted. We may reduce a limit, delay a transaction, reject an instruction or request further information where required for legal, regulatory, fraud-prevention or risk-management purposes.

Customer-specific limits

A transfer limit shown to one customer may differ from the limit available to another customer.

Customer-specific limits are not credit facilities and should not be interpreted as an entitlement or guarantee that a transaction will be processed.

Limits may be reviewed or changed based on updated customer information, transaction behaviour, regulatory developments, service availability or changes in risk.

Promotions and discounted pricing

From time to time, TwintaPay may offer a reduced fee, promotional exchange rate or other pricing benefit.

Any promotion will be subject to the terms displayed with the offer, which may include:

• Eligibility criteria;
• A validity period;
• A maximum transfer amount;
• A particular destination or payout method;
• A limit on the number of times the offer may be used;
• Restrictions against combining the offer with another promotion.

Promotional pricing does not guarantee that the same fee or exchange rate will be available for future transfers.

Transfer delays and rate changes

A transfer may be delayed where additional verification, compliance review, payment confirmation or recipient information is required.

We will not change an already confirmed rate merely because a compliance review takes place, unless:

• The payment was not received within the stated period;
• The transaction details need to be changed;
• The original transaction must be cancelled and recreated;
• The quoted rate expired before the transaction was authorised or funded;
• A correction is required because of an obvious pricing or system error;
• Applicable law or a third-party provider prevents the original instruction from being completed.

Where a material change is required, we will provide the revised information and seek any further authorisation required before proceeding.

Refunds and returned transfers

The amount returned following a cancellation, rejection or failed payout may differ from the original payment in circumstances such as:

• A fee was properly incurred before cancellation;
• A third party imposed a non-refundable charge;
• A currency conversion or reconversion was required;
• The customer provided incorrect transaction information;
• The transaction had already reached a stage at which cancellation was no longer possible.

The applicable refund and cancellation terms will be explained in our Terms and Conditions and, where relevant, during the transfer journey.

How to compare money-transfer services

When comparing providers, customers should consider the complete transaction outcome rather than looking only at a headline fee or advertised exchange rate.

Relevant factors include:

• The total amount paid by the sender;
• The exchange rate applied;
• The transfer fee;
• The amount received by the recipient;
• Any recipient-side or intermediary deductions;
• The payout method;
• The expected transfer time;
• The availability of customer support;
• The provider’s regulatory status and complaints process.

Questions about pricing or limits

For general enquiries about fees, exchange rates or limits, contact:

• Email: hello@twintapay.co.uk
• Telephone: +44 (0)161 566 7083

If you believe that a fee, exchange rate or recipient amount was presented incorrectly, you may submit a complaint free of charge by emailing complaints@twintapay.co.uk.

Further information is available in our Complaints Procedure.

Legal information

TwintaPay is a trading name of United Exchange Ltd.

United Exchange Ltd is registered in England and Wales under company number 07860668 and is registered with the Financial Conduct Authority as a Small Payment Institution under Firm Reference Number 584295.

Registered office: 149 Cheetham Hill Road, Manchester, M8 8LY, United Kingdom.