Terms & Conditions

These Terms & Conditions apply when you access or use the TwintaPay website, create an account, request a quote, submit transfer information, or use any online money transfer service provided through TwintaPay.

TwintaPay is a trading style of United Exchange Ltd. United Exchange Ltd is registered in England and Wales under Company Number 07860668. Our trading address is 149 Cheetham Hill Road, Manchester, M8 8LY. FCA FRN: 584295. HMRC MLR Registration: XBML00000198839.

By using our website or services, you agree to these Terms & Conditions. If you do not agree, you must not use our website or services.

1. Who we are

United Exchange Ltd T/A TwintaPay provides online money transfer and remittance services to supported destination countries. At launch, our intended supported corridors are the United Kingdom to Nigeria and the United Kingdom to Ghana.

Our services are designed for customers who wish to send money online and cashlessly to family, friends or approved recipients in supported countries.

2. Important service notice

TwintaPay is not a bank. We do not provide bank accounts, savings accounts, investment products, credit products, loans or financial advice.

Money transfer services are subject to identity verification, customer due diligence, transaction monitoring, sanctions screening, fraud prevention checks, payout partner availability, banking availability, and applicable legal and regulatory requirements.

We may refuse, delay, cancel, suspend or reverse a transaction where required by law, regulation, compliance controls, fraud prevention, sanctions screening, operational reasons, incorrect information, or payout partner restrictions.

3. Eligibility

To use TwintaPay, you must:

• be at least 18 years old;
• be resident in the United Kingdom, unless we agree otherwise;
• provide accurate, complete and up-to-date information;
• use the service only for lawful purposes;
• use your own account, payment method and funds;
• not use the service on behalf of another person unless we have approved this in writing and completed any required checks.

We may refuse to provide services if we cannot verify your identity, cannot complete required due diligence, or have concerns about your account, transaction, payment source, beneficiary, purpose of transfer or use of the service.

4. Account registration and verification

Before using certain services, you may need to create an account and complete verification. We may ask for information and documents including your full name, date of birth, address, contact details, identity document, photograph, occupation, source of funds, purpose of transfer and relationship to the beneficiary.

We may use third-party providers to verify your identity, check your information, screen against sanctions and PEP lists, assess fraud risk, and meet our legal and regulatory obligations.

You must ensure that all information you provide is true, accurate and not misleading. You must update us if your information changes.

5. Beneficiary information

You are responsible for providing correct beneficiary information. This may include the beneficiary’s full name, country, bank account details, wallet details, phone number, address, relationship to you and transfer purpose.

If you provide incorrect beneficiary details, the transfer may be delayed, rejected, paid to the wrong account, or become unrecoverable. We will take reasonable steps to assist, but we cannot guarantee recovery where incorrect information has been provided.

6. Supported countries and payout methods

TwintaPay may support selected payout methods depending on the destination country and payout partner availability. These may include bank account payout and/or mobile wallet payout where available.

Supported countries, payout methods, limits, processing times and availability may change without notice. A destination or payout method shown on the website does not guarantee that every transaction will be accepted or processed.

7. Rates, fees and receive amounts

Before you confirm a transfer, we will show the available exchange rate, applicable fee, transfer amount, and expected receive amount where available.

Exchange rates may change during the day. A rate is not final until it is confirmed during the transfer process. If you do not complete the transfer within the required time, the rate may change and you may need to obtain a new quote.

Fees will be shown before you confirm the transaction. Additional charges may be applied by third parties outside our control, such as the beneficiary’s bank, mobile wallet provider, intermediary institutions or receiving service provider.

8. Payment by customer

You must pay for your transfer using an approved online payment method made available by TwintaPay. This may include bank transfer, open banking, card payment or other approved payment methods, depending on availability.

We may refuse payments from third parties, business accounts, cash deposits, unknown sources, high-risk sources, or payment methods that do not match your verified profile.

We do not accept cash for the TwintaPay online service unless expressly stated and approved by us.

9. When a transfer is accepted

A transfer request is not accepted by us until we have received the required information, completed necessary checks, received cleared funds, and confirmed that the transaction can proceed.

Submitting a transfer request does not mean the transfer has been accepted or completed. We may still reject, delay, review, cancel or request further information before processing.

10. Transfer processing times

We aim to process transfers as efficiently as possible. Some transfers may be processed quickly, but processing times are not guaranteed.

Transfers may be delayed due to identity verification, compliance checks, source of funds review, sanctions screening, fraud prevention, incorrect details, bank processing times, mobile wallet availability, payout partner availability, public holidays, technical issues, or circumstances outside our control.

11. Cancellation, refunds and returns

You may contact us to request cancellation of a transfer. Cancellation may not be possible if the transfer has already been processed, paid out, credited to the beneficiary, or passed to a payout partner.

If a transaction is cancelled, rejected, returned or cannot be completed, we will return the funds to the original payment method where possible, subject to legal and regulatory requirements, compliance checks, banking processes and any applicable deductions disclosed to you.

Refund timing may depend on your bank, payment provider, card issuer, payout partner or other third party. We are not responsible for delays caused by third parties.

12. Transaction limits

We may apply transaction limits, daily limits, monthly limits, corridor limits, customer limits, risk-based limits and payout partner limits. Limits may vary by customer, destination, payment method, verification level and risk profile.

We may reduce, increase, suspend or apply additional checks to limits at our discretion and in line with legal, regulatory, operational and risk requirements.

13. Prohibited use

You must not use TwintaPay for any unlawful, fraudulent, abusive, misleading or prohibited purpose. Prohibited activity includes, but is not limited to:

• money laundering, terrorist financing, fraud, sanctions evasion or criminal activity;
• sending money on behalf of another person without approval;
• using false, stolen, forged or misleading documents;
• using funds from unknown, illegal or suspicious sources;
• structuring transactions to avoid checks, thresholds or reporting obligations;
• sending funds to sanctioned persons, sanctioned entities or prohibited jurisdictions;
• using our services for gambling, illegal goods, weapons, drugs, scams, exploitation, bribery, corruption or any activity we consider high-risk or unacceptable;
• attempting to bypass our systems, security, verification or monitoring controls.

If we suspect prohibited use, we may suspend your account, reject transactions, freeze activity, request further information, report to competent authorities, or take any other action required or permitted by law.

14. Compliance checks and information requests

We may request additional information or documents at any time before, during or after a transaction. This may include evidence of income, bank statements, payslips, proof of occupation, proof of source of funds, proof of source of wealth, beneficiary information, transaction purpose or other supporting information.

If you do not provide requested information, or if the information provided is unsatisfactory, we may refuse to open an account, process a transfer, continue a relationship, or release a transaction.

In certain circumstances, we may be legally restricted from explaining the reason for a delay, refusal, suspension or report.

15. Security of your account

You are responsible for keeping your login details, passwords, devices and verification codes secure. You must not share your account or login details with anyone else.

You must contact us immediately if you believe your account, device, email address, password or payment method has been compromised.

We may suspend access to your account if we suspect unauthorised access, fraud, misuse, security risk or breach of these Terms & Conditions.

16. Website use

You must not misuse our website, introduce viruses, attack the website, scrape data, attempt unauthorised access, interfere with website functionality, or use the website in any way that may harm TwintaPay, United Exchange Ltd, customers, partners or service providers.

We may suspend, restrict or withdraw access to the website at any time for maintenance, security, operational, legal or business reasons.

17. Intellectual property

All website content, branding, logos, text, design, graphics, icons, software and materials belong to United Exchange Ltd, its licensors or authorised providers, unless otherwise stated.

You may use the website for personal, lawful use only. You must not copy, reproduce, modify, distribute, sell or exploit any website content without our prior written consent.

18. Communication

We may contact you by email, telephone, SMS, website notification, app notification or other contact details you provide. You are responsible for ensuring your contact details are accurate and up to date.

Important service, compliance, security and transaction messages are not marketing and may still be sent even if you opt out of marketing communications.

19. Data protection

We collect and use personal information in accordance with our Privacy Policy. By using TwintaPay, you acknowledge that your information may be used for account management, transfer processing, identity verification, AML checks, sanctions screening, fraud prevention, transaction monitoring, customer support, complaints handling and legal or regulatory compliance.

For more information, please read our Privacy Policy and Cookie Policy.

20. Safeguarding and FSCS notice

TwintaPay is not a bank. Money held by payment institutions is not protected by the Financial Services Compensation Scheme in the same way as bank deposits.

Where applicable, customer funds will be handled in accordance with relevant payment services requirements, our regulatory permissions, and the operational arrangements used for the transfer. Customers should understand that protections may differ from those available for bank deposits.

21. Complaints

If you are unhappy with our service, please contact us as soon as possible so we can investigate and respond.

• Email: info@unitedexchangeltd.co.uk
• Telephone: +44 161 566 7083
• Address: United Exchange Ltd T/A TwintaPay, 149 Cheetham Hill Road, Manchester, M8 8LY

We aim to acknowledge and handle complaints fairly and promptly. Complaints relating to payment services will normally receive a final response within 15 business days. If there are exceptional circumstances causing delay, we will explain the reason and provide a final response within 35 business days of receiving the complaint.

For other eligible complaints, different timeframes may apply. If you remain unhappy with our final response, or if we do not respond within the applicable timeframe, you may be able to refer your complaint to the Financial Ombudsman Service.

22. Our liability

We are responsible for providing our services with reasonable care and skill. However, we are not responsible for losses caused by:

• incorrect information provided by you;
• delays or failures caused by banks, payment providers, payout partners, wallet providers or other third parties;
• events outside our reasonable control;
• your breach of these Terms & Conditions;
• your use of our service for unlawful or prohibited purposes;
• losses that were not reasonably foreseeable;
• business losses where you use the service for personal remittance purposes.

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any rights you have under applicable law.

23. Events outside our control

We will not be responsible for delay or failure caused by events outside our reasonable control. This may include technical failure, cyber incident, bank outage, payout partner outage, network failure, strike, public holiday, regulatory action, natural disaster, war, civil unrest, government action, pandemic, or other events beyond our control.

24. Changes to services and terms

We may update, suspend, withdraw, change or improve the website, services, fees, supported countries, payout methods, limits or these Terms & Conditions from time to time.

The latest version of these Terms & Conditions will be published on our website. Continued use of the website or services after changes are published means you accept the updated terms.

25. Termination or suspension

We may suspend or close your account, restrict access, reject transactions or stop providing services where we reasonably believe there is a legal, regulatory, compliance, fraud, security, operational or business reason to do so.

You may stop using TwintaPay at any time. However, you remain responsible for any outstanding obligations, pending transactions, chargebacks, refunds, investigations or compliance requests connected to your previous use of the service.

26. Governing law

These Terms & Conditions are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any rights you may have to refer eligible complaints to the Financial Ombudsman Service or any other competent body.

27. Contact us

If you have any questions about these Terms & Conditions, please contact us:

• Company: United Exchange Ltd T/A TwintaPay
• Address: 149 Cheetham Hill Road, Manchester, M8 8LY
• Email: info@unitedexchangeltd.co.uk
• Telephone: +44 161 566 7083