Terms and Conditions


The Client (as defined below) wishes to enter into contracts for the purchase, sale and delivery of currency with Rak Money Exchange a trading name of Travel Online Group Limited (Company Number: 10070574) whose registered offices are Coach House Unit 42, 66-70 Bourne Road, Bexley, Kent, England, DA5 1LU ("Company" or “COG”) (PLEASE DO NOT SEND CURRENCY TO THIS ADDRESS).

The Client has agreed with the Company that each transaction shall be carried out on the terms and conditions ("Conditions") as set out below and Personal Data will be Processed in accordance with our Privacy Policy https://www.raktravelmoney.com/privacy-policy.

Travel Online Group are governed by HM Revenue and Customs as a Money Service Business (MSB registration no. XDML00000100454) 

All Currency Discrepancies must be reported within 24 hours.



"Business/Working Day" means from 9am to 5pm from Monday to Friday, excluding Saturdays and any Bank Holidays.

"Client / Customer" shall mean the person, firm or organisation to which the Company provides services for the purchase or sale of currencies for physical delivery only that uses these services having agreed to these terms and conditions.

"Payment Date" means the date agreed at the inception of the transaction between the Client and the Company which is specified in the Contract Note when the Client must deliver his funds to the Company to ensure that the Company can attempt to meet the agreed Delivery Date for the Client's purchased currency.

 "Contract" means the formal contract entered into between the Client and the Company for the foreign exchange transaction to buy/sell Currency at the quoted exchange rate on the dates quoted and to make the payment set out therein on and subject to these Terms and Conditions.

"Currency" means the currency purchased at the agreed exchange rate.

“Data Controller” means the legal entity which determines the purposes and means of Processing Personal Data

“Data Protection Law” means the General Data Protection Regulation (Regulation (EU) 2016/679).

“Data Subject” means an identified or identifiable natural person.

"Delivery Date" means the date which the client prefers to have the currency funds he has purchased despatched to him.

“EEA” means the European Economic Area.

“Personal Data” means any information relating to an identified or identifiable natural person.

“Process, Processing, Processed” means any operation or set of operations performed on Personal Data such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission or otherwise making available, alignment or combination, restriction, erasure or destruction.

"Suspicious Transactions" means a transaction that raises "an unconfirmed belief" where there are circumstances to suggest to a reasonable individual that a person might be money laundering. It includes any activity which does not fit with the normal course of business.

"Website" means the website from which the Company advertises and trades.


By accessing, using or browsing the Website, or ordering Currency either from the Website or by telephone, 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.


The Company is licensed for Bureau de Change business with H.M Revenue & Customs.

The Company reserves the right at all times to refuse to process any Currency orders at any stage.

The Company has a legal obligation to report to Customs and Excise and or National Criminal Investigation Service any and all suspicious transactions.

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.

The Regulations also require us to keep full records of all transactions of £10,000 Sterling and above, together with copies of identification provided. Identification may be in the form of a Passport/Driver's License, and a utility Bill, Bank Statement or other considered official address bearing communication. We are unable to process any transaction where this information is withheld. The Company reserves the right to request relevant information from a Client at any time or level of trading to comply with the companies Due Diligence and Money Laundering regulations. Such information would include, but is not limited to, certified photographic identification i.e. Passport or Driver's License, a copy of a utility bill no older than three months for proof of address and source of funds. Requests by us of this nature will add processing time to your order for which we will not be held liable.


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. Neither your placement of an order, our acknowledgement or receipt of your request for currency or our receipt of your payment constitute acceptance of your order. Acceptance of an order is only declared by us upon despatch of the currency to you.

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. You agree that we may take reasonable steps to verify your identification and you acknowledge and agree that we may elect not to do business with you for any reason, at our absolute discretion.


Payments can be made via Bank Transfer only (Internet/Telephone Banking/CHAPS/BACS etc.) We do not accept Credit Cards, cheques or Cash. Should you attempt to or be successful in making a payment to us by cheque or Cash, it will be held by on suspense and your currency order will not be processed. All orders will be processed at the foreign exchange rates confirmed to you by our automated email process only at the time of ordering. We reserve the right to adjust a rate should the Market fluctuate more than 1% within 24 hours from it being ordered. Our website rates are indicative only and we are not bound by them. Your payment must reach us as cleared funds within 48 hours of placing your order in order for us to secure the rate on your order. We reserve the right to amend your order to the rate on day of receipt should your funds not reach us with 48 hours. 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. For Order Online transactions, the minimum order value currency is £300. Free delivery applies to orders of £750 and above; orders below this incur a £5 postage charge.

You must attach your order number to the payment to enable us to identify the funds upon receipt. Failure to do this will likely add processing time to your order.


An order can be cancelled prior to dispatch.

In order to cancel your order, you will need to contact us as quickly as possible

at [email protected] or call us on 0203 718 3143


The order will be refunded using the same method of payment process during the original transaction. This process may take up to 20 days depending on the time taken by your card issuer to process the transaction (usually it is back the next day after request, excluding weekends). If the order is cancelled after it has been dispatched, there will be no refund of the delivery charge.


The Company reserves the right to cancel any order at any time, for any reason, at our absolute discretion. If you are in breach of these terms and conditions you will be liable for any losses that we may incur in this regard. We may also retain any or all of the funds received and details are given to us if required to do so by law or pursuant to any competent government, official or regulatory body. The Company has no control over this and we accept no liability.


Should you receive your currency and no longer require it you may return it to us. You will need to contact us to let us know and we will provide the address to return the currency too. You will need to send it back in to us via Royal Mail Special delivery and insure the order for its GBP value. Where possible we will refund you the full amount, however, should the Market rate for the currency have moved more than 1% we would buy the currency back at the new market rate.


Due to the current global Covid-19 outbreak, as of March 2020, the company withholds the right to offer refunds under the usual Terms & Conditions as stated in the section above. The company will be unable to offer a refund on any completed order, until further notice.



Payments for orders that are received short of the required amount to settle may be held for 24 hours pending receipt of the balance. Should the balance fail to credit we may adjust the order to the nearest bill denomination available and settle the order. Due to the denominations, we stock it is likely to cost more than the shortfall. Should the shortfall subsequently be credited to us this is not refundable if the amount received is £5.00 or below.


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 orderer, then these funds will be held in suspense pending identification.


All deliveries are made to the address you specify when placing your order.

The Company does not recommend delivery to Business/Charity/Organization/work addresses but will do so upon request at the Customers own risk.

Orders are sent via either Royal Mail Recorded Delivery where COG insure the currency with independent insurers or via Royal Mail Special delivery in which is insured by the Royal Mail.

Royal Mail Recorded Delivery should arrive the next working day from the day the order was sent.

Royal Mail Special Delivery, should arrive the next working day from the day the order was sent before 1:00pm.

A signature will be required on delivery of all orders. Any person at the delivery address can sign for the package.

The Company 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 endeavors 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.

It is important that you are present to sign and 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.

You accept that failed or missing deliveries will not be immediately refunded but dealt with under the terms of the Royal Mail's investigation. Once their investigation and our subsequent insurance claim on your behalf (where appropriate) is complete only then will any refund be payable.

Delivery dates should not be placed for the 2 working days prior to your departure for your travels.

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 Saturday, your package may be delivered on Monday. Royal Mail cannot guarantee delivery on a Saturday.

You may request Saturday delivery of your order for a charge of £2.00 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.

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.

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 another delivery point only and not to the customer. Therefore, anyone at the reception can sign for and take receipt of the delivery. We are not responsible for deliveries for which Royal Mail has obtained a signature at your delivery address but which you have not received.

Our delivery schedule is subject to variation for public holidays.

Customers must refuse to accept any damaged packages delivered by Royal Mail. We will not accept any responsibility for damaged packages.

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.

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.

We do not deliver outside of the UK.

Deliveries to areas specified by the Royal Mail under general exceptions will be subject to the Royal Mails delivery schedule.

Returned or refused deliveries will be brought back by us at the prevailing rate on the day upon receipt at our offices unless prior arrangements have been agreed.


Should the Client need to change either the delivery date or the delivery address 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.


You can sell your leftover foreign currency to Rak Money Exchange by using our online service. We purchase leftover currency from new and existing customers, and it is not necessary to have purchased your currency from us in order to sell it. All buyback orders must be sent to our secure PO BOX address: TRAVEL ONLINE GROUP LTD, 3rd FLOOR REGUS,, NEWS BUILDING,, 3 LONDON BRIDGE ST,, LONDON, SE1 9SG.


Rak Money Exchange will purchase any currency listed on our website, provided that the currency comes in note form – we do not accept coinage of any kind. Please also be aware that we are not able to accept €500 or 500 and 1000 swiss francs notes.


ID is required for transactions over £5000. Under HMRC Money Laundering Regulations, we are required to keep full records of transactions valued £8,000 or more.

On agreeing to these terms and conditions you are agreeing that Rak Money Exchange can carry out certain EiD Checks in order to enhance our security, limit fraud and also to protect our customers.

Our systems will check customers order information against the Electoral roll and/or commence an EID check to confirm either the debit card or bank account used is registered to the customers delivery address. (This is not a credit check).

For full details about how your Personal Data is used please see our Privacy Policy https://www.raktravelmoney.com/privacy-policy.


Rak Money Exchange will transfer payment into your bank account within 3 working days from the receipt of your currency. Please note that due to banking restrictions, payments of £2500 or more will be made over several transactions and it may take a number of days to transfer the total amount. You will be notified of receipt of your currency if this is applicable to you.


The Company will endeavour to ensure that the Currency Notes supplied to the client is in the denominations requested; however the company reserves the right to supply the currency in any denominations. The Company reserves the right to substitute Sterling, either 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 endeavour to contact the customer.


The Client agrees that the Company may carry out any check as to the Client's financial status as the Company shall deem fit. The Client accepts that the Company will attempt to verify the Client's identity by checking the details supplied against those held on a number of specific databases that the Company has access to, for example, information from the Electoral Register, and fraud prevention agencies. A record of this process will be kept that may be used to help other companies to verify the Client's identity. The Company may also pass information to organisations involved in fraud prevention to protect the Company and other clients from theft and fraud. If the Client supplies false or inaccurate information and the Company suspect's fraud, the Company will record this and share this information with other organizations.


For the purposes of this fulfilling our contract with you and in order to comply with our legal obligations, you acknowledge and confirm that the Company may process Personal Data in accordance with its privacy policy https://www.raktravelmoney.com/privacy-policy.

For the purposes of Data Protection Law, Travel Online Group Limited is the Data Controller for Processing Personal Data and can be contacted at [email protected].

In order to fulfil our obligations to you we may need to share your Personal Data with various third parties please see our as Privacy Policy https://www.raktravelmoney.com/privacy-policy for further details:

We do not transfer any Personal Data Processed in connection with this agreement or in connection with our obligations to you outside of EEA. However, if Personal Data is transferred outside the EEA, we shall ensure that there is an adequate level of protection under Data Protection Law, including that the Data Subject has enforceable rights and effective legal remedies and that there are necessary safeguards when transferring any Personal Data to a third country or international organization.

Where we need to collect Personal Data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the services or contract we have or are trying to enter into with you (for example, to provide you with currency or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

We will only retain your Personal Data for no longer than is necessary for the purposes for which the Personal Data is Processed unless a longer retention is required or allowed under applicable legislation.

You have a right to (a) access, (b) rectify, (c) request erasure, (d) request your data provided to you in a readable format (data portability), (e) restrict the Processing, and (f) object to the Processing of your Personal Data. We will respond to your reasonable requests to exercise these rights. If you wish to exercise these rights please contact us at [email protected].

If you have consented to us Processing your Personal Data you have the right to withdraw that consent at any time and can do so be contacting us at [email protected] or if you are receiving marketing material by clicking UNSUBSCRIBE in any of the MESSAGES. However this will not apply to the lawfulness of processing based on consent before its withdrawal.

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues ( www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.


The Client shall pay all legal fees or costs incurred in connection with the enforcement of these terms and conditions or legal fees incurred in connection with any dispute or difference arising under this agreement that is resolved in favour of the Company.


The Company reserves the right to cancel any order at any time for any reason. In the event of the Company cancelling an order, the client will be reimbursed the full amount paid by credit transfer or in some circumstances asked to complete a recall request by their own bankers. Once a Client has entered a contract for the currency, the order can only be cancelled if contacting us before the order has been sent. All cancellation requests must be emailed to [email protected] or call us on 0203 718 3143.

Failure to pay the cancellation fee within 7 days may result in legal action.


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 you ask us to transfer, 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.


None of the information contained in this website constitutes, nor should be construed as Financial Advice. The Company provides information using its best endeavours 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.


The contents of this website are protected by copyrights, trademarks, patents and/or any other proprietary rights and laws. No part of this website can be reproduced without prior written consent.


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 Company needs to record and maintain certain information about the Client's personal and financial circumstances. This data will be held in hard copy and/or electronic form. The client hereby consents to the Company recording and maintaining this information. In accordance with the Data Protection Act 1998, the Client can ask to see a copy of the personal information concerning them that is held by the Company.

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 any way 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.


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.



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