Terms and Conditions

NatWest Travel Money

This Service* is provided by ICE* who provides online ordering, payment collection, fulfilment and delivery Services on behalf of NatWest Group.

These legal terms (English law applies and disputes will be settled by English courts) are between you* and  ICE and you agree to them by using this Service.

By using this Service, you acknowledge that you have read and understood these terms and agree to be bound by them. If you do not agree with the terms set out below, you should not use this Service. Your use of our Service constitutes your agreement to follow and be bound by these terms.

(* defined below)

In these terms:

  • Buy back’ means foreign currency which is sent by using an Online form and purchased by us;
  • ‘Online’ means access to the Services through the internet on our Website;
  • Order’ means your order our Services as set out below.
  • 'ICE’/‘we’/‘us’/‘our': refers to International Currency Exchange Limited whose registered office is 55-58 Pall Mall, London, SW1Y 5JH, United Kingdom ("UK") ( company number 02080759) and with VAT number 918392304;
  • ‘Service’ means the currency purchased by you at the agreed exchange rate pursuant to these terms and conditions (more specifically those services set out below);
  • ‘Website’ means the internet site ([web ]) through which you have accessed the Service;
  • ‘Working Days’ means from 9.00am – 5.00pm Monday to Friday (inclusive) excluding bank and public holidays in England and Wales; and
  • ‘You’/‘your’ means a person agreeing to these terms and conditions in order to use our Service.

1. GENERAL

1.1 The Service is provided by us Online.

1.2  The Service is also available by telephone on 0330 678 1785.

1.3 Orders placed are subject to the minimum of £200 per order and a maximum of £5,000 calculated in Pounds Sterling. We reserve the right to amend the maximum Order values at any time at our discretion without notice, and without liability to you.

1.4 Payment will only be accepted in Pounds Sterling.

1.5 This Service is only available to UK residents aged 18 years or older who hold a credit or debit card issued in the UK with a UK billing address. In addition, the Buy Back Service is only available to customers over the age of 18.

1.6 Orders contain a mix of bank note denominations as standard. If you would like to request specific denominations, place your Order by telephone and let us know before we take your payment details. While we always make every effort to meet your requests, it is not always possible due to currency stock levels – especially during peak periods.

1.7 The rate of exchange applied on the Website is calculated to a number of decimal places and will be rounded up to the nearest penny.

1.8 We only sell the foreign currency banknotes that are listed on the Website and availability is indicated when you select a currency on the order page of the Website.

1.9 If your preferred currency is not available Online, please call us on +44 (0) 330 678 1785

2. PLACING AN ORDER

2.1 The Order constitutes an offer by you to purchase travel money in accordance with these terms and conditions. You can place an Order in one the following ways:

  • Online via the Website; or
  • Over the telephone by calling +44 (0) 330 678 1785 (during a Working Day)

2.2. Your Order constitutes an offer to us to buy the Service. All Orders are subject to our acceptance.

2.3 Orders placed will be rounded up to the nearest currency denomination:

  • We are unable to supply foreign coins; and
  • Currency availability may be subject to monetary limits, currency exchange restrictions and to you complying with anti-money laundering regulations.

2.4 When placing an Order, you warrant to us that the information that you provide to us is true and accurate in all respects, that you will not withhold any material information and you will provide us with any information that we may reasonably require. Providing incorrect and/or inaccurate information may lead to the Services not being provided to you and we shall not be held responsible for this.

2.5 Controls in place for financial crime prevention. Should more than one Order be placed in a certain time period, the Order may only be processed at our discretion.

2.6 When making payment you warrant that you are acting on your own behalf, for a genuine reason and that the funds are legally and beneficially yours, have 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.

2.7 You undertake that all details provided to us are correct, the debit card is your own and that the billing address of your debit card matches the delivery address of your Order. Any inaccuracies when providing this information can lead to the Service not being provided by us.

3. CHARGES

3.1 The charges for delivering your Order will appear in the Online quote and Order summary.

3.2 You can pay by debit or credit card, however we recommend paying by debit card as your credit card issuer/provider may charge a "cash handling fee". Please check the terms and conditions of your credit card agreement. Any additional charge will not appear on your Order total but will appear on your card statement.

3.3 The total sum payable by you will be shown in your Order summary.

3.4 All credit and debit card holders are 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.

3.5 The entry on your credit or debit card statement will appear as International Currency Exchange.

3.6 If there is any discrepancy on your card or bank statements, please contact your card issuer and us immediately.

4. 3D SECURE

4.1 3D Secure is a payment verification protocol used by major credit card companies, branded as 'MasterCard Secure Code' and 'Verified by Visa' to prevent credit card fraud.

4.2 Depending on the card issuer, 3D Secure is an opt-out option or a required service for using the card to make internet purchases.

4.3 Cards registered with 3D Secure require the user to enter a Personal Identification Number (PIN) code. This is not the same PIN number issued with the card.

4.4 3D Secure verifies the card details provided by you. The system is completely automated and we do not store any of the data provided by the 3D Secure system.

5. CONFIRMATION OF ORDER

5.1 When you place an Order Online, we recommend that you print off a copy of the Order confirmation page that will contain details of your Order number and confirmation of the purchases you have made.

5.2 You will also be sent an email confirmation of the Order to the email address that you provide.

5.3 You will also be sent an Order confirmation with your Order.

6. CANCELLATION OR AMENDMENT

6.1 As your Order is processed with payment authorisation from your credit or debit card issuer on Order, it is not possible for you to cancel or amend your Order once it has been placed with us.

6.2 The only exception to this is in the event of the currency requested not being available, or:

  • If we reasonably suspect that your foreign currency Order has been placed for speculative gain, investment or business purposes.
  • If there have been significant fluctuations in the exchange rate market outside of business hours (9am-5pm Monday-Friday, excluding bank holidays in England and Wales) following the placement of your Order.

6.3 You acknowledge and agree that we can refuse / cancel your Order at any time, for any reason, at our absolute discretion in which event we shall refund you the money received by us.

7. REPLACEMENT AND RETURNS 

7.1 A full refund will only be given if a trip cannot take place due to death or certified illness. In the case of death or certified illness, you agree to return the original Order to us by Royal Mail Special Delivery and we will reimburse the postage to you.

7.2 We accept responsibility for your home delivery Order up to the point of collection by Royal Mail. If you do not receive your Order because of a fault on our part or it is incorrect, we will investigate and ensure this is rectified as soon as possible. This may mean we send you a replacement Order.

  • If we provide a replacement Order and the original Order is received by you and not returned within 7 days we reserve the right to charge you in full for the replacement Order as well as any other fees that we may reasonably incur.
  • You agree to return the original Order (if received) to us by Royal Mail Special Delivery within 14 days. We will reimburse the postage to you.

7.3 If you fail to accept delivery or fail to collect your Order from Royal Mail, you will be provided with a refund after Royal Mail has returned the currency to us. The amount refunded to your credit or debit card will be calculated at the exchange rate applicable at the date of the processing of the refund, not the rate used at the date of your Order. Any credit card handling charge and delivery charges will not be refunded in these circumstances.

8. HOME DELIVERY

8.1 Standard next Business Day delivery is free if the Order is over £500. You can choose one of our other delivery options, for which additional charges may apply. Such additional charges are set out on our website and appear when placing an Order.

8.2 Standard delivery works as follows:

If I Order my travel money…

When will I receive it?

Before 3pm Monday to Thursday

Next Working Day by 4pm

After 3pm Monday to Thursday

Second Working Day by 4pm

Before 3pm Friday

Saturday by 4pm or Monday by 4pm

After 3pm Friday and anytime Saturday or Sunday

Tuesday by 4pm

For Orders placed after 3pm on Thursday up until 3pm on Friday, there is a possibility that Royal Mail may deliver your Order on the Saturday, however this is not guaranteed.

8.4 If you choose Monday delivery, please note that Royal Mail may deliver your Order on Saturday.

8.5 Your Order can only be delivered to your home address. Orders cannot be delivered to any other address, including work addresses.

8.6 All foreign currency is sent by Royal Mail Special Delivery or other courier unless we advise you otherwise and only to your credit or debit card billing address.

8.7 A signature will be required on delivery, however Royal Mail may follow different procedures during the Covid-19 pandemic.

8.8 If you fail to accept delivery for any reason and wish the Order to be resent you will have to pay additional delivery charges.

8.9 If you are not at home to sign for the delivery, you will be left a card by Royal Mail with details of how to arrange re-delivery or collection from the 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.

8.10 Should you have to collect your Travel Money from a Royal Mail Sorting Office, you will be expected to provide appropriate proof of identification before your Order is released. We recommend that you take your passport.

8.11 If you have not received your Order, are travelling imminently and need the delivery as a matter of urgency then we will attempt to make alternative arrangements.

8.12 In the event of a delay by Royal Mail or a courier, we are unable to offer a refund or to resend your delivery.

8.13 Although our team will always try our best to ensure punctual delivery for our customers, we cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the postal service that we use or anything else outside of ICE’s control.

8.14 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 delivery of any Order to the billing address given, and by using this Service you consent to our right to do so.

9. COLLECTING YOUR ORDER FROM A BRANCH

9.1 You can Order your travel money for collection from a branch.

9.2 You can select a collection date up to 10 Working Days in advance.

9.3 You can collect your currency after 1pm on your chosen collection date subject to branch opening hours. If you do not collect your currency within 7 days of your collection date, your Order will be cancelled and your Order payment will be refunded to you minus an admin fee of £10.

9.4 If collecting your travel money from a branch you will need to provide photographic identification (driving licence or passport) proof of address, and the credit or debit card used to purchase the transaction.

10. BUY BACK SERVICE

10.1 Our Buy Back Service allows you to exchange your leftover foreign currency. You do not need to have bought currency from us originally to use this service.

10.2 We buy back foreign notes from selected currencies listed here.

10.3 We are not able to buy back:

  • travellers’ cheques;
  • coins
  • Pound Sterling notes;
  • foreign currency notes with an individual value of more than £100;
  • foreign currency banknotes which are out of circulation or are due to be removed from circulation within 6 months of the currency being received;
  • forbidden currencies or any currency which has import/export restrictions; or
  • damaged banknotes e.g. ripped/heavily stained/burnt

10.4 We shall not buy back any of the items outlined above (acting in our sole discretion). If you send us any such currency, we will contact you to confirm whether you would like the items to be destroyed by us or sent back to you with the return postage cost removed from your foreign currency value.

  • If the value of the return postage is greater than the total of your foreign currency exchange, you will have to pay the return postage cost before we can dispatch the items.
  • The courier and delivery method are entirely at our discretion. By default, postage will not be tracked unless you request and pay for the tracking.

10.5 Any counterfeit notes that we discover shall be deducted from your totals and will NOT be returned to you; any counterfeit notes shall be passed to the appropriate authority and a receipt obtained.

  • We may provide your name and address details to the appropriate authority or regulator in accordance with Schedule 2, Part 1 of the Data Protection Act 2018 and/or any other relevant legislation from time to time.

10.6 Subject always to the clause above, we will exchange your leftover foreign currency at our prevailing buy back rate of exchange on the date we exchange the foreign currency.

10.7 For the avoidance of doubt, the buy back rate of exchange is not the exchange rate on the day you print your form, send it to us or when we receive delivery.

10.7 You will receive an email confirmation once your currency has been processed with details of the exchange rate used for your transaction.

10.8 To arrange a buy back, you need to complete a buy back form which can be found here.

10.9 We can only pay money into a valid UK bank account, belonging to you (the owner of the foreign banknotes sent to us). Like all foreign exchange companies, we may require additional proof of identity and/or source of funds information or evidence to process some Orders – we will contact you with more details if this is required.

11 SENDING YOUR BUYBACK ORDER

11.1 All currency should be sent to us at PO BOX 7148, LE10 3ZE by Royal Mail Special Delivery and be insured for its full value, at your own cost.

11.2 The Buy Back form must be printed and included in the envelope/packet with the currency.

11.3 We will sign for your delivery and open every envelope/packet in the presence of two cashiers, immediately count the currency to confirm the totals are correct and to ensure notes are not counterfeit, fraudulent, outmoded or damaged.

11.4 If we find any counterfeit notes in the currency you send to us, you will be notified by email and your refund will be reduced accordingly. Every envelope/packet is counted within a controlled environment and CCTV evidence is maintained.

11.5 If the totals are not correct, a second and third count will be carried out by two supervisors. The count that we make, verification of totals and currency identification shall be deemed as correct and final. No correspondence shall be entered into and no discussions shall take place on the totals, currency type or authentication.

12 PROCESSING YOUR BUY BACK PAYMENT

12.1 All payments will be made in pounds sterling into your bank account within 5 Business Days of our receipt of your leftover foreign currency.

12.2 You cannot cancel a Buy Back Order once you have sent your foreign banknotes to us.

12.3 We may carry out additional due diligence checks in line with anti-money laundering regulations. In addition, we may verify that your nominated bank account is registered to you (this is not a credit check). Our privacy policy applies, which can be found here.

12.4 We will monitor usage of the Service to reduce risk of fraud.

13. LIMITING OUR LIABILITY 
(This is important and you should read this paragraph carefully).

13.1 We will not be liable to you:

  • If we are unable to perform any of our obligations because of something outside our reasonable control;
  • If you do not receive your Order or there is late delivery due a failure on the part of Royal Mail or any other carrier. In these circumstances, we will investigate with Royal Mail or any other carrier on your behalf;
  • Loss of information or unauthorised use of data arising as a result of you using encryption systems below our recommended level; and/or
  • Any failure by you to provide us with correct information when you Order; and/or
  • Due to any governmental or court order or any other legal obligation.

13.2 Our maximum liability to you in respect of each use of the Service for a travel money Order shall be limited to a sum equal to the total purchase price of the travel money Order.

13.3 Nothing will limit our liability to you for death or personal injury arising out of our negligence or our fraudulent misrepresentation or misstatement or affect your statutory rights.

14. IMPORT AND EXPORT REGULATIONS

14.1 You must independently check the relevant currency restrictions applicable in different countries. We shall not be liable for any currency restrictions applicable outside of England.

14.2 Please contact the relevant authorities of the country concerned before placing your Order with us.

15. CONTACT DETAILS 

15.1 If we need to contact you, we will use the e-mail or other contact details as advised by you.

15.2 You will be asked to provide us with your telephone number which we require for security purposes.

16. PERSONAL INFORMATION AND PRIVACY STATEMENT

16.1 Use of this Website is subject to these term and conditions, as well as our Privacy Statement and Cookies Statement.

17. TRANSFERRING OUR RIGHTS

17.1 We may assign our rights and benefits under these terms and conditions at any time, which will not affect your legal rights.

18. THIRD PARTY RIGHTS

18.1 Nothing in these terms and conditions will confer on any third party any benefit or the right to enforce any term under the Contract (Rights of Third Parties) Act 1999.

19. LAW

19.1 These terms and conditions shall be read and interpreted in accordance with the laws of England. Any dispute arising from the use of the service shall be resolved exclusively in the English Courts.

20. CONTACT US

20.1 If you think we have made a mistake with your Order, please contact us by telephone in the first instance.

20.2 If you are dissatisfied with the standard of service you receive, please contact us by phone or email using the details on our contact us page. 

20.3 We will try to resolve any problems as quickly as possible and in accordance with our complaints policy, which is available on request.

21. CHANGE OF TERMS

21.1 These terms and conditions may be changed in respect of future Orders to reflect changes in the law, changes in market conditions, changes in any fees and or charges or to meet regulatory requirements.

21.2 If any change is made to these terms and conditions, the revised version will be posted on the Website. You are advised to visit the Website regularly and keep yourself updated about the terms and conditions before placing Orders.

National Westminster Bank Plc (NatWest) / International Currency Exchange Limited

This website is operated by International Currency Exchange Limited.

Neither NatWest nor any member of its group (together "the NatWest Group") gives any warranty or undertaking and makes no representation (either express or implied), to the full extent permitted under applicable law, that the website or any part of the content or materials, accuracy or availability or completeness of the content of this website or any part of the content or materials are appropriate or available for use either in the United Kingdom or in other jurisdictions.

In addition, NatWest Group accepts no liability for any losses or damages (whether direct, special, consequential or otherwise) arising out of the use of or access to this website or out of any errors or omissions contained in this website.