Version 7.
Date published: 18 September 2025.
Date of effect: 18 September 2025.
WHY THIS INFORMATION IS IMPORTANT
This is the User Agreement for the Taptap Send mobile application (the “App”) and our services. It also sets out important things that you need to know. It forms a legal agreement (the "Agreement") between:
● you, the person registered for the account in the App; and
● us, Taptap Send UK Limited.
By signing up for the services and using the App, you accept this Agreement. Once you accept the Agreement, it becomes legally binding on you.
We provide our services to you through the App. We may provide services, or information relating to our services in other ways too, like through our website. The Agreement applies however you access our services or information.
You can close your account, stop using the App by deleting it, or end this Agreement (see Section 10) at any time, and at no cost.
You should read this Agreement along with our Privacy Policy, our Cookie Policy and the eCommunications Policy. If you participate in any of our rewards programmes, separate terms and conditions will apply.
About us
We are a UK company which is authorised and regulated by the Financial Conduct Authority (FCA) under the Electronic Money Regulations 2011 to issue electronic money and provide payment services.
Our FCA firm reference number is 900842. Our company number is 10416468.
Our registered address is: Taptap Send UK Limited, Epworth House, 25 City Road, London, England, EC1Y 1AA.
The best way to contact us is through the “Support” section of the App. You can also contact us by phone or email. Please see the “Support” section of the App or the “Contact Us” section of our website for more details.
1. DEFINITIONS
In this Agreement we use the following definitions:
“Account Details” means the virtual International Bank Account Number and any other account details we provide to you to allow you or a third party to send money to your Wallet.
“App” means the Taptap Send mobile application.
“Business Day” means a UK business day, ending at 17:00 BST/GMT.
“Card” means your Taptap card (including any replacement card).
“Destination Country” means the country in which the recipient receives money or Digital Content through a Service.
“Digital Content” means a product or service that is produced and supplied in electronic form (e.g. anything downloadable or that exists digitally such as airtime, data or online vouchers).
“Payment Instruction” means an instruction from you requesting us to make a Transfer either a) from your Wallet; or b) as a one-off money remittance.
“Payment Method” means a valid method of payment used to fund a Payment Instruction, to load funds onto the Wallet or to pay for Digital Content.
“Security Details” means the security credentials for your account with us and/or your Card, including biometric information, your password, your PIN and any other login information that we may choose to accept from time to time.
“Services” are described at section 2.1.
“Service Provider” means a local bank, mobile network operator, or other third party service provider in a Destination Country which provides an account, cash pick-up, cash delivery, mobile wallet or similar services to a recipient or an account for Digital Content.
“Third Party Provider” means a third party payment service provider authorised by you to access information online and/or make Transfers from the Wallet.
“Transfer” means the transfer of money to a designated recipient.
“Wallet” means an electronic money account registered in your name, which enables you to electronically hold, send and receive funds in the form of electronic money in the currencies supported in the App.
2. USING THE SERVICES
2.1. Our services are:
2.1.1. Transfers: You don’t need to have a Wallet to send money. You can send international money remittances to recipients via selected Service Providers in Destination Countries when you log into the App.
2.1.2. Wallet: The Wallet is an e-money account that allows you to hold, spend, request, send and receive money as well as convert multiple currencies. You may also have one or more Cards connected to your Wallet.
2.1.3. Digital Content: You can use the App to purchase Digital Content from us and send it via selected Service Providers to a recipient.
2.2. To register for the Services, download the App (e.g. from the Apple App Store® or Google Play)™) and follow the instructions. We may issue updates to the App through the App Store or Google Play. You might become unable to use the App until you have downloaded the latest version. You are responsible for ensuring that your mobile device and operating system are compatible with the App. We do not guarantee functionality on unsupported or outdated platforms. We may disable or restrict access to the App on devices that do not meet current software standards or security requirements.
2.3. Once you have registered for the Services and have logged into the App, you can:
2.3.1. transfer money to recipients;
2.3.2. load money onto your Wallet using a Payment Method, creating an electronic money balance;
2.3.3. refund your Wallet balance;
2.3.4. request payments from other Wallet-users;
2.3.5. manage your Card(s);
2.3.6. view all your transactions, related fees and exchange rates;
2.3.7. buy and send Digital Content;
2.3.8. convert funds in your Wallet from one currency to another; and
2.3.9. manage your use of the Services, or close your account.
2.4. For security reasons, we may require you to re-enter your Security Details or to confirm your identity to finalise Payment Instructions or access certain functions in the App.
2.5. For Transfers not funded by a Wallet, this Agreement applies individually to each Transfer.
2.6. Our Services are for your personal use only. You must not use your account, Wallet or Card for business or commercial purposes.
3. YOUR OBLIGATIONS
3.1. You must be at least 18 years old to use our Services.
3.2. We must do security and customer due diligence checks on you. These are required by law. This may involve verifying your address and personal details to confirm your identity. We may pass your personal information to a credit reference agency, who may keep a record of it. We may also verify the identity of a recipient.
3.3. You agree:
3.3.1. to provide us with accurate and truthful information about your and the designated recipient’s identity and any identity documents we ask for;
3.3.2. to promptly update your personal information if it changes;
3.3.3. to comply with any requests for further information and documents we require; and
3.3.4. that we may, directly or through any third party, investigate the information you provide to us, including checking commercial databases or credit reports.
3.4. You must make every effort to keep your Security Details safe and prevent unauthorised access to the Services by:
3.4.1. censuring that only you access the Services using your account;
3.4.2. changing your password regularly and ensure that it is not reused for other online services;
3.4.3. not sharing your Security Details with anyone, including us, and letting us know immediately if anyone asks you for your Security Details;
3.4.4. keeping your Card and Card information secure;
3.4.5. setting up 2-step authentication where prompted;
3.4.6. if you use biometrics (e.g. fingerprint or face identification) to authenticate actions in the App, make sure only your biometrics are registered and can be used in the App;
3.4.7. keeping your email account secure and letting us know immediately if your email address becomes compromised;
3.4.8. contacting us immediately if you suspect your Card or Security Details have been stolen, lost, used without your authorisation, or otherwise compromised. If this happens you should change your details straight away.
3.5. To contact us urgently, use the “Support” section of the App and/or the “Contact us” section of our website. You can also freeze your Card with immediate effect on our App. Any delay in telling us affects the security of your account and data (including your Payment Method) and may make you responsible for any financial losses.
3.6. If you lose money because your Security Details are lost, stolen, or used without your authorisation, and we believe you should have been aware, you will be responsible for the first £35 of any unauthorised payments made before you notify us of the security breach. We will not hold you responsible for the first £35 if the unauthorised payment was caused by us.
3.7. You must not:
3.7.1. use our Services in connection with illegal activity, including but not limited to money-laundering, fraud, breach of applicable sanctions law and the funding of terrorist/proliferation activities and/or organisations;
3.7.2. use our Services in connection with sexually oriented materials or services, gambling activities, or buying or selling tobacco, tobacco-related products, firearms, non-prescription drugs or other controlled substances;
3.7.3. misuse our Services for example by introducing viruses, trojans, worms, logic bombs or other materials which are malicious or technologically harmful or attempt to gain unauthorised access to our Website, our servers, computers or databases;
3.7.4. treat all our staff and representatives with courtesy and respect. Abusive, threatening, harassing, or otherwise offensive behaviour — whether verbal, written, or physical — will not be tolerated under any circumstances;
3.7.5. register more than one account with us;
3.7.6. use our Services for speculative trading;
3.7.7. use the Services to send Transfers or Digital Content on behalf of someone else;
3.7.8. let someone else use your Security Details to use your account. If you do, we will have to assume it’s you and we will not be responsible for any losses you incur as a result of misuse or disclosure of information about your account by that other person;
3.7.9. send or receive what we believe to be potentially fraudulently gained funds;
3.7.10. provide false, inaccurate, or misleading information;
3.7.11. refuse to verify any information you provide to us, including proof of identity, or refuse to co-operate in any investigation;
3.7.12. use our Services in a manner that we, a card network or any other electronic funds transfer network believes to be an abuse of the card system or a violation of card association or network rules;
3.7.13. attempt to “double dip” during a dispute or claim by receiving or attempting to receive funds from both us and a third party (e.g., a merchant), bank or card issuer for the same transaction; or
3.7.14. request a chargeback on a Payment Method you have used for a Transfer or to fund the Wallet in any way that may be illegitimate or abusive. Your bank will usually expect you to try to resolve these issues with us first before seeking a chargeback.
4. TAPTAP SEND PAYMENT SERVICES
Wallet
4.1. The Wallet allows you to hold, spend, send and receive funds and convert currency. You may hold your funds in any currencies that we support from time to time. If you convert funds into another currency in your Wallet, we will let you know any applicable fees and the exchange rate in the App at that time. You agree and accept all the risks associated with maintaining an account that can hold balances in multiple currencies including any risks associated with fluctuations in the relevant exchange rates over time.
4.2. You can receive funds into your Wallet in different ways:
4.2.1 by using a Payment Method in your name, accepted in the App;
4.2.2 by bank transfer using the Account Details provided by us, this allows you to receive funds from third parties into a bank account held by us, we then credit your Wallet with the amount (it is not a bank account number for a bank account held by you); or
4.2.3. from another Wallet-user in a Wallet to Wallet transfer (you can request to receive money from another Wallet user).
4.3. If you use Account Details:
4.3.1. we may carry out extra verification checks;
4.3.2. from time to time the Account Details may change - when this occurs, we will notify you, and you are responsible for updating third parties and other arrangements you may have to receive funds using them; and
4.3.3. we reserve the right to deactivate your Account Details if you do not use them for six months or longer (we will let you know before we do this).
4.4. You should check and confirm the receipt of incoming funds in your Wallet regularly and let us know if there are any irregularities or discrepancies.
4.5. If any funds are reversed by the sender or any payment provider, you agree that we may deduct the amount of the funds plus any fees from your Wallet.
4.6. If any transaction, dispute outcome, reversal or chargeback causes you to go over your available Wallet balance, you must pay us the outstanding amount. We will not process your payment transactions until you have paid us back.
4.7. The electronic money held in your Wallet will not earn any interest.
Transfers
4.8. To make Payment Instructions in the App, you must:
4.8.1. provide information about your Transfer including the amount to be transferred. Depending on the details of the Transfer, you must also provide recipient information that we request from you in the app, such as their:
4.8.1.1. sort code and account number;
4.8.1.2. mobile phone number associated with their own Service Provider account;
4.8.1.3. IBAN (International Bank Account Number); or
4.8.1.4. wallet address / ID.
4.8.2. use a Payment Method, which is accepted in the App;
4.8.3. provide us with any additional information we may request relating to the Payment Instruction;
4.8.4. authenticate the Payment Instruction; and
4.8.5. confirm the Payment Instruction, this will be your consent to us for making the payment.
4.9. We will treat a Payment Instruction as received at the time you submit the Payment Instruction.
4.10. When you submit a Payment Instruction you authorise us to debit your Payment Method and initiate the Transfer. Once we receive the Payment Instruction we will start to execute the Transfer immediately. You cannot cancel or change it after it has been submitted.
4.11. You must make sure the Payment Instruction is accurate. For example, if you provide the wrong recipient details you will send the payment to the wrong account. We will do our best to help you get your money back, but you will be responsible for any loss if we are unable to. Therefore, it is important you check your instruction carefully before submitting it.
4.12. You are responsible for making sure that your designated recipients are legitimate/genuine. While we are committed to fighting fraud and will try to support you if you are subject to a scam, we are not responsible for loss or damages resulting from payments or transfers made by you to fraudulent third parties.
4.13. We will send the payment to the recipient’s Service Provider within the following timeframes:
4.13.1. Transfers in GBP or EUR to an account within the UK or EEA: By the end of the next Business Day following the time of receipt of the Payment Instruction.
4.13.2. Transfers in any other currency or to an account outside of the UK or EEA: Within 4 Business Days following the time of receipt of the Payment Instructions.
4.14. Once we have sent the funds to the recipient’s Service Provider, they will be responsible for making the funds available to the recipient. Sometimes, this can be delayed if the recipient’s Service Provider needs to undertake enhanced anti-money laundering checks on the transfer. Delivery times quoted on our website (or elsewhere) are representative for the “normal”/average service and are not a guarantee of an individual Transfer time.
4.15. If you or your Authorised User(s) have made a Transfer for cash pick-up and the cash is not picked up by the recipient within 30 days of when it was first made available you authorise us to transfer the funds back to your Wallet. This is subject to the timings and conditions set by our payment processing partners.
4.16. If your Payment Method fails but we successfully deliver your Transfer, you agree to re-authorise the payment to us, or use an alternative Payment Method to ensure that you pay us the full amount owed to us promptly.
4.17. You may set up a recurring Transfer by entering the recipient details, the frequency of the Transfer and amount. We may need to ask for other information too. If a Transfer is scheduled to be paid in the future (like a recurring Transfer), you can cancel it in the App at any time before the end of the day, the day before it is due to be sent.
4.18 When you send a Transfer to a business to pay for goods/services you, you acknowledge that:
4.18.1. we are not an agent of the recipient;
4.18.2. we are not responsible for the content or any mistakes in the invoices or other communications you receive from the recipient about the amounts you owe them;
4.18.3. we are not party to agreements between you and the recipient and we do not determine any payment terms;
4.18.4. we are not responsible if you do not complete a payment to a recipient;
4.18.5. we are not responsible for the quality or delivery of any goods or services paid for by a Transfer;
4.18.6. we are not responsible for mediating disputes or enforcing any underlying arrangements you have with a recipient paid for by a Transfer;
4.18.7. bills paid through the Billpay section of the App can only be processed to a recipient with a valid reference number. If you enter the wrong reference number you may send the Transfer to the wrong account and lose your money; and
4.18.8. payment to us for a Transfer does not constitute payment to a recipient. It may take several Business Days for a recipient to reflect a payment made through the App in their customer account systems.
The Card
4.19. To request a Card, follow the instructions in the App. To get a Card you must meet our eligibility criteria.
4.20.Your virtual Card will activate instantly once available in the App. If you receive a physical Card, please sign the back of it as soon as you receive it and keep it safe.
4.21.The Card is a debit product, issued by us. It can be used to pay for goods and services online, over the phone by providing information such as your card details (e.g. name, address, CVC, 16 digit card number), or your 4-digit pin. You can also use your Card to pay in person. The Card is not a guarantee card, charge card or credit card.
4.22.The Card is funded by your Wallet. To spend using your Card you need to load your Wallet with the amount you wish to spend.
4.23.You agree that using your Card to make a payment means you authorise the transaction. It is your responsibility to keep your Card safe. Never let another person use your Card. You must always keep your Card security details private.
4.24.If your Card details change you must inform any merchants with whom you have recurring transactions or stored credentials.
4.25. You agree to tell us by phone, email or using “Support” in the App as soon as you suspect or know of of:
4.25.1. a security risk to your Card; or
4.25.2. an unauthorised transaction on your Card.
4.26. You may not be protected from liability if we find that you have:
4.26.1. participated, or have been fraudulent or negligent in handling your Card or its Security Details;
4.26.2. unreasonably delayed in telling us.
4.27. If you make a Card payment during a Business Day, the transaction will be debited from your Wallet by the end of the next Business Day. If you make a Card payment outside Business Day hours, your transaction will be debited from your Wallet by the end of the second Business Day after your transaction.
4.28. When you make a Card payment or withdrawal in a non-GBP currency, we will debit your Wallet in that currency if you already hold it. If you don’t hold the currency of your transaction, we will first debit and convert any GBP funds and convert them to the currency of your purchase. If you do not hold any or enough GBP in your Wallet, we will use the currencies that you do have for your transaction. If you are making a payment or withdrawal in a currency we do not support, we will convert the amount at the current Visa rate.
4.29. You cannot make a Card payment that exceeds the total balance of your Wallet. If you try to do this, your Card transaction will be declined.
4.30. Your Card spend is subject to limits which are set out on our website. If you try to spend beyond a limit applicable to you, your transaction will be declined.
4.31. We are not liable for any goods or services that you pay for with the Card, nor for any losses arising from a merchant being unable or refusing to accept your Card.
4.32. You can request a chargeback from us if you have been unable to resolve a dispute about a transaction with the merchant directly. We will investigate your chargeback request and decide whether or not to process any chargeback depending on the circumstances and in accordance with the rules set by Visa.
4.33. Your Card will remain valid only until its expiry date. We will notify you in plenty of time before renewing your expiring Card. You have the right to object to any such renewal if you would like your Card to remain deactivated after expiry, by contacting using “Support” in the App.
4.34. You may cancel your Card at any time through the App.
Using a Third Party
4.35. You can choose to use a Third Party Provider:
4.35.1. to request Transfers from your Wallet on your behalf; and/or
4.35.2. to provide account information services to you in relation to the Wallet,
4.35.3. provided the Third Party Provider is acting in accordance with the relevant regulatory requirements and is a regulated participant in the Open Banking initiative, which you can check at openbanking.org.uk.
4.36. We will treat any instruction from a Third Party Provider that you appoint as if it was from you. But, we will not share your Security Details with any third party.
4.37. Any consent you give to a Third Party Provider to access your account will apply until you cancel it.
4.38. If you want to cancel the consent you have given to a Third Party Provider to access your account you should contact them directly. Once a Third Party Provider has initiated a payment for you, you cannot cancel it.
5. TAPTAP SEND DIGITAL CONTENT SERVICES
Sending Digital Content
5.1. We provide Digital Content Services for you to buy Digital Content from us and send it to a Recipient’s account in a Destination Country. This is not a payment service so is not regulated by the FCA.
5.2. To buy and send Digital Content using the App, you must:
5.2.1. select the type and amount of Digital Content you wish to buy;
5.2.2. provide information about the account which the Digital Content will be sent to, if you enter the wrong details you will send the Digital Content to the wrong account and we will not be able to recover it;
5.2.3. select your Payment Method; and
5.2.4. provide us with any additional information we request.
5.3. The total amount (inclusive of all applicable taxes and charges) that you will be required to pay will be displayed clearly on the App before you are asked to confirm your transaction..
5.4. When you click “Send” on the confirmation page you authorise us to debit your Payment Method and initiate the purchase and send.
5.5. There may be a short delay between you sending the Digital Content and it being delivered to the Recipient account. We will send you a confirmation of the Digital Content Service as soon as your transaction has been successfully completed.
Cancellation
5.6. When you use our Digital Content Services, you expressly request and consent to us immediately sending the Digital Content to the Recipient’s account. Once you confirm your order, we start to send the Digital Content and it cannot be recalled. You acknowledge that, once you have asked us to send Digital Content, you have no right to cancel under the Consumer Contracts (Consumer Information, Cancellation and Other Rights) Regulations 2013.
Digital Content T&Cs and Promotions
5.7. Any Digital Content purchased through the Digital Content Services will have its own terms and conditions. You should check any terms and conditions before purchasing any Digital Content. From time to time, Service Providers will run promotions on the Digital Content. These promotions will be subject to additional terms and conditions that will be displayed in the App.
5.8. We are not responsible for the terms and conditions or promotions run by Service Providers.
6. OUR RIGHT TO REFUSE, DELAY OR SUSPEND A PAYMENT INSTRUCTION OR THE SERVICES
Limits
6.1. You agree that we may apply limits to the amount you can a) load onto your Wallet; b) send to Recipients and/or c) use to purchase Digital Content.
6.2. We may apply limits to your Transfers either on a per Transfer basis or on an aggregate basis, and either in respect of one set of registration details or one Payment Method or on related sets of registration details or Payment Methods. We might also limit the value of currency exchange you can carry out at any one time or over a period of time.
Delays
6.3. We may delay or suspend a Service including (but not limited to):
6.3.1. to verify your identity;
6.3.2. to respond to any security alerts which we receive in relation to your use of the Services;
6.3.3. to validate your Payment Instruction or instruction to send Digital Content;
6.3.4. due to system outages within our Service Providers; and/or
6.3.5. otherwise to comply with applicable law.
6.4. We will attempt to maintain up to date information regarding the availability of Service Providers by means of information on our website or our App.
Refusing a Payment Instruction or suspending the Services
6.5. We may refuse any request to load funds to your Wallet or any Payment Instruction, or suspend your use of the Services if we believe that:
6.5.1. it would put you over any applicable limits;
6.5.2. it would break this Agreement;
6.5.3. it is unauthorised (e.g. someone else is trying to use the Services without your permission);
6.5.4. it is fraudulent (including where we suspect that you may be a victim of a scam);
6.5.5. you may be acting illegally; or
6.5.6. we are required to do so by law.
6.6. We will generally inform you before or immediately after refusing a Payment Instruction or suspending your use of the Services, and provide our reasons for doing so. However, we will not provide reasons or any information if doing so is against the law or compromise our security measures.
6.7. We may stop a Third Party Provider from accessing your account for reasons related to unauthorised or fraudulent access to your accounts. We’ll tell you about this using the contact details we hold for you unless this would compromise our security measures or would be unlawful.
7. REFUNDS
Transfers
7.1. You can request a refund of a Transfer within thirteen (13) months of the Transfer occurring if:
7.1.1. someone (including a Third Party Provider) made a Payment Instruction without your permission; or
7.1.2. we fail to send a Transfer on time to the right Recipient and for the right amount, as set out on your confirmed Payment Instruction.
7.2. However, we may refuse a refund if we can show that:
7.2.1. you have acted fraudulently;
7.2.2. you intentionally or with gross negligence did not take reasonable steps to keep your Security Details secret;
7.2.3. you are asking for a refund of a Transfer that took place before you told us that your login was being misused;
7.2.4. the Recipient received the money into their account at the Service Provider; or
7.2.5. there was a mistake in the Payment Instruction (e.g. the Recipient’s account details) which you gave us.
7.3. If you wish to request a refund for a Transfer, you should do so immediately and in any event no later than thirteen (13) months after the Transfer. A request for a refund for a Transfer must be submitted in writing (by email) to the contact details listed in the About Us section, giving the Sender’s full name, address, and phone number, together with the Transfer number, amount of the Transfer, and the reason for your refund request.
7.4. If we have executed the Transfer in accordance with your Payment Instruction you provided, and that information was incorrect, we are not responsible for the error. We will make reasonable efforts to recover the funds if possible. We may charge you a reasonable fee, reflective of our efforts, to do so.
7.5. Refunds will be credited automatically to the latest known Payment Method used to fund the Transfer (if any), in the same currency used to fund the Transfer. We may request additional details from you to process the refund.
7.6. We are not responsible for refunding payment Transfers made using a Payment Service to pay bills or for goods/services unless it falls within Section 7.1 above. The Business Recipient to which you have made a payment will determine your eligibility for a refund. You, therefore, should contact the Business Recipient directly for further details on obtaining a refund.
Wallet
7.7. You can request a refund of any or all of the funds you loaded to your Wallet through the App. Promotional credits are not refundable.
7.8. If you request a refund of balance from your Wallet, the balance will be refunded to you in GBP at the exchange rate offered in the App on the day you request your refund.
7.9. We may refuse a refund of your Wallet balance if you request it more than six years after termination of this Agreement.
Card
7.10. You may only receive refunds on Card payments in the currency you used to pay. If you have used your Card to pay in a currency which you do not hold in a Wallet, we will convert the amount at the Visa exchange rate and credit this to your Wallet in its currency. The rate changes daily and the amount credited may not be the same amount that you originally spent.
7.11. In case you notice a refund has been received twice for the same transaction, from us and the merchant, you are required immediately to let us know, and we always reserve the right to debit back a previously issued refund when a refund for the same transaction has been provided by the merchant as well, without prior notice.
Other
7.12. Some of our products let you set up payments where you do not know what the exact amount will be when you give permission for it. This might be if you’re hiring a car or agreeing to a subscription service. If someone charges you more than you expected, you can ask for a refund as long as you tell us within eight weeks of the payment being made. The payment must have been to a business in the UK or in the EEA (in Euros). We’ll only refund you if the amount taken was more than you reasonably expected. However, We won’t refund you if any of the following happened:
7.12.1. You agreed to us making the payment for that amount
7.12.2. You knew or were told about the amount that would be taken at least four weeks before
The difference in the amount is because of changes in the exchange rate
7.12.3. If we owe you a refund, you’ll usually get this within 10 Business Days of asking us. If we need to investigate and ask for more information, you must give it to us. You’ll get your refund within 10 Business Days of giving us the information we asked for.
7.13. If we owe you a refund, you’ll usually get this within 10 Business Days of asking us. If we need to investigate and ask for more information, you must give it to us. You’ll get your refund within 10 Business Days of giving us the information we asked for.
Digital Content
7.14. If you buy Digital Content from us and it is defective, we are responsible for the defect and will either repair it, replace it or compensate you, depending on the circumstances. We are also responsible if Digital Content damages another item you own and will either repair the damage or pay you compensation. However, we are not responsible if the damage could have been avoided by following our instructions to install and use Digital Content (such as installing a free update) or following the minimum system requirements.
7.15. Once Digital Content is sent, it can normally be used immediately and therefore cannot be refunded or cancelled.
8. OUR RESPONSIBILITY
8.1. We agree to provide the Services to you using reasonable care. You acknowledge that the Services may not be available, in whole or in part, in certain regions, countries, or jurisdictions.
8.2. Where you have made a claim for a refund under clauses 7.1.2 and 7.1.3 (Refunds), we’ll investigate your request and, if approved, process the refund no later than the end of the next working dayBusiness Day following your request, or sooner where possible. You must provide any documents we ask for to support your compensation claim.
8.3. If any loss that you suffer is not covered by a right to a refund, our liability is limited to the greater of: (i) the amount of any Service Fee that was paid to us; or (ii) GBP 500. This liability cap applies to any single Transfer/purchase of Digital Content, act, omission, or event and to any number of related Transfers/purchases of Digital Content, acts, and omissions or events.
8.4. We are not responsible for damages caused by:
8.4.1. any failure to perform the Services due to abnormal and unforeseen circumstances outside our reasonable control, which may for example include delays or failures caused by problems with another system or network (including those of our Service Providers), mechanical breakdown or data-processing failures;
8.4.2. any non-payment or delay in payment to a Recipient or failure to perform a Transfer or send Digital Content under the Services if you are in serious breach of this Agreement;
8.4.3. a Service Provider;
8.4.4. us meeting our obligations under any applicable laws, rules, or regulations; or
8.4.5. errors on the website or with the Services caused by incomplete or incorrect information provided to us by you or a third party.
8.5. We are not responsible for any funds after they are made available to a recipient (whether in the recipient’s account or for collection via a Service Provider).
8.6. If you ask a Third Party Provider to request one or more payments from your account and they don’t do this, we won’t be responsible for your payment(s) not being made.
8.7. We supply our Services to you for personal use. If you use our Services for commercial, business or resale purposes, neither we or our Service Providers (including our and their group companies, officers, agents, partners, contractors and employees) have any liability to you for lost profit, lost revenues, lost business, business interruption or lost business opportunity, or indirect or consequential damages. This is regardless of whether or not we had foreseen, or could have foreseen, or had been advised of, the possibility of such damages.
9. CHANGES TO THE AGREEMENT
9.1. We can make a change to this Agreement for any of the following reasons:
9.1.1. because of a change in legal or regulatory requirements;
9.1.2. if the change benefits you or we think it will make the Agreement easier to understand;
9.1.3. to reflect a change in our costs of providing you with the Services;
9.1.4. to reflect changes in the way our business is run, particularly if the change is needed because of a change in our industry that affect how we want to deliver the Services to you;
9.1.5. in response to possible security risks relating to the Services;
9.1.6. because we are changing or introducing new services or products; or
9.1.7. to respond to any other change that affects us, if it is fair to pass on the effects of the change to you.
9.2. We can’t anticipate everything that might happen while you are registered for our Services. This means we may also need to make other changes. If we do, when we tell you about the change, we’ll explain how it will affect you.
9.3. We will tell you about a change which affects Services relating to Digital Content at least one (1) month before it takes effect, for all other changes we will tell you about the change at least two (2) months before it takes effect.
9.4. However, we may not give you advance notice of some changes, such as those which:
9.4.1. our Agreement for Payment Services at least two (2) months before it takes effect; or
9.4.2. don’t change the terms and conditions for your existing Services (e.g. if we add a product or service); or
9.4.3. are required by law.
9.5. You can object to the change. To do so, let us know before it takes effect, and you may end the Agreement to close your account. If you do not object to the change, you can continue using the App, and we will take that as your acceptance of the change.
10. ENDING THE AGREEMENT
10.1. This Agreement will continue until you or we end it. If you want to close your account, you should withdraw your funds within a reasonable time before your account closes.
10.2. You can end this Agreement for free, at any time by emailing us.
10.3. We can end this Agreement and your access to the Services at any time. You can end this Agreement, by providing one (1) month’s prior written notice.If we terminate the Agreement, we will usually give you at least 90 days advance notice. In certain circumstances, we may not be able to give you an explanation for closing your account.
10.4. We can end this Agreement and your access to the Services immediately if:
10.4.1. we reasonably believe you are using the Services fraudulently or illegally;
10.4.2. we must do so under any law, regulation, court order or ombudsman’s instructions;
10.4.3. if you haven’t given us any information we need to help us meet our legal and regulatory obligations to prevent financial crime, or we reasonably believe that information you have provided is incorrect or not true; or
10.4.4. if you have broken this Agreement in a serious or persistent way, and you haven’t put the matter right within a reasonable time of us asking you to.
10.5. We will inform you if we end the Agreement immediately as soon as we can, if the law allows.
10.6. After this Agreement ends, you will not be able to make any new Payment Instructions to us, and we will refund your Wallet to your Payment Method. We will finish processing Payment Instructions that you made the Agreement ends. Your payment obligations to us, if any, will continue after the Agreement ends.
11. HOW YOUR MONEY IS PROTECTED
11.1. When you add money to your Wallet or make a Transfer that hasn't yet completed, we hold your money safely. We do this by insuring under a GBP insurance contract or placing it into GBP client money bank accounts that we hold at major banks, separate from our own money. This is called “safeguarding”. We safeguard any money we hold for you until you pay it out to a recipient or we refund it to you. This means that if we ever become insolvent, you will be paid from the proceeds of insurance and/or funds in these dedicated client money bank accounts in priority to other creditors in accordance with applicable law.
11.2. Your use of the Services does not qualify for protection under the UK Financial Services Compensation Scheme (“FSCS”). The Wallet is an electronic money account, not a bank account, so is not covered by the FSCS. The Card is linked to the Wallet, and so is also not covered by the FSCS.
12. COMPLAINTS
12.1. If you have a complaint about the Services, please contact our Customer Service Team by going to “Support” in the App.
12.2. We will acknowledge receiving your complaint promptly. We will do our best to resolve your complaint as soon as possible, and send you a final response by email within 15 days of receiving your complaint. If in exceptional circumstances, for reasons beyond our control, we need more time to respond, we will update you within 15 days of receiving your complaint. The final response will be no later than 35 days from us receiving your complaint.
12.3. If you do not receive our final response on time, or you are unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service within six months of us sending our final response to you (or when we should have sent our final response). This does not apply to complaints about Digital Content.
12.4. To contact the Financial Ombudsman Service you can:
Call them on 0800 023 4567 (or +44 20 7964 0500. if you are outside the UK).
Contact them online: https://www.financial-ombudsman.org.uk/make-complaint
Find further information at https://www.financial-ombudsman.org.uk/consumers
12.5. You can also make a complaint to the Financial Conduct Authority.
13. FEES AND EXCHANGE RATES
13.1. When you use a Service which requires a currency conversion, we will apply our standard exchange rate (which we may change at any time) and any applicable fees at the time of that conversion. Our fees and live exchange rates are on our website and in the App. As set out above, we will use the Visa rate for certain card transactions and refunds.
13.2. Our exchange rate is the rate set by us for the relevant currency pair and Service, which can change depending on the timing and details of each transaction. There may be a difference between the exchange rate at which we buy a currency and the exchange rate that we provide to you for that currency.
13.3. You must pay us any fees due. Fees are due when you send your Payment Instruction or an instruction to buy and send Digital Content. Our fees are not refundable. We will tell you the exact amount you must pay in the App before you confirm your Payment Instruction or send Digital Content.
13.4. Others might impose taxes, fees or charges on you, e.g. for use of a particular Payment Method to fund a Transfer or load the Wallet (e.g. unauthorised overdraft fees).
13.5. Others might impose taxes, fees or charges on the recipient, e.g. a Service Provider may charge the recipient a fee to withdraw the Transfer funds.
13.6. We may charge you for our costs associated with any chargebacks you make or attempt which are not in accordance with this Agreement.
13.7. Others might impose taxes, fees or charges on the Recipient, e.g. a Service Provider may charge a fee to withdraw the TransferPayout Amount. We may offer you the option of sending additional funds to cover the cost of that fee.
13.8. You can load your Wallet using a Payment Method in your name, which is accepted in the App. You will see the available Pay-in Method when you choose to add funds to your Wallet. We cannot guarantee the availability of any particular Payment Method and we may change or stop offering a Payment Method at any time without notice to you.
14. INTELLECTUAL PROPERTY
14.1. All rights, title and interest in and in relation to the App, the Services, any other software including but not limited to our website, any APIs, code, data, content, specifications, as well as copyrights, patents, database rights, trademarks, and service marks, are owned by us, our affiliates, or relevant third parties.
14.2. You can only use the App and the Services for the purposes permitted by this Agreement or otherwise specified by us. We authorise you only to view and keep a copy of the pages of our website or the App for your own personal use. You may not duplicate, publish, modify, create derivative works from, participate in the transfer or sale of, post on the internet, or in any way distribute or exploit the Taptap Send website, App, Services, or any portion thereof for any public or commercial use without our express written permission. You may not: (i) use any robot, spider, scraper, or other automated device to access the App or the Services; and/or (ii) remove or alter any copyright, trademark or other proprietary notice or legend displayed on the Taptap Send website (or printed pages of the website).
14.3. The name “Taptap Send” and other names and marks of ownership of Taptap Send’s products and/or services referred to on the Taptap Send website are our exclusive marks or the exclusive marks of other third parties. Other products, services and company names appearing on the website may be trademarks of their respective owners, and therefore you should not use, copy, or reproduce them in any way.
15. ELECTRONIC COMMUNICATIONS
15.1. You agree that the following communications are made electronically:
15.1.1. this Agreement and any amendments or supplements to it;
15.1.2. your transaction history and statements;
15.1.3. disclosures or notices we provide about the Services;
15.1.4. customer service communications; and
15.1.5. any other communications from us.
15.2. We are not able to provide communications on paper. You may withdraw your consent to receive communications electronically at any time, but if you do, your account will be closed. To withdraw your consent, please contact us by using the “Support” section of the App.
15.3. This Agreement is available for you at any time via the App or on our website. We can also email you a copy if you ask us.
15.4. You may view your transaction history and statements by logging into your account in the App. Please check these regularly and let us know immediately if you don’t recognise a transaction or think we have made a payment incorrectly.
15.5. If we have to contact you about a fraud or security threat, we will call your mobile number or email you.
15.6. In the event of a conflict between information on the App and information on our website, please rely on the information on the App.
16. GENERAL
16.1. The laws of England and Wales apply to this Agreement. Any disputes about our Services as provided under this Agreement must be brought in the courts of England and Wales.
16.2. You have rights under the UK General Data Protection Regulation (UK GDPR), including the right to access your data, correct inaccuracies, object to certain uses, and request deletion. All personal data provided to us will be treated in accordance with our Privacy Policy, which forms part of this agreement.
16.3. Only you and we have any rights under the Agreement. This Agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 (or any other equivalent legislation).
16.4. The language of this Agreement is English. All communications relating to it will be in English. If you opt to use the App in a language other than English, you agree to the provision of communications in that language or English. While we do our best to translate the App and other communications, it is the interpretation in English that ultimately applies.
16.5. If you break the Agreement and we don’t take action right away, we can still enforce our rights later.
16.6. You may not transfer any of your rights or obligations under this Agreement to anyone else. We may transfer or assign this Agreement and/or any/all of our rights under this Agreement at any time without your consent.
16.7. This Agreement is the entire agreement between you and us. It replaces any earlier understandings, agreements, or discussions between you and us about the subject matter of this Agreement, use of the App and/or our Services.
16.8. If any part of this Agreement is found to be void, illegal or unenforceable, the remaining Agreement will not be affected.
User Agreement: Version 5