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Terms & Conditions

Overview
Our money transfer service is subject to the following terms and conditions. Please read the following terms and conditions carefully. By accessing our website and using our services, you agree that the following terms and conditions apply to you and you will comply with them. If you do not agree to these terms and conditions, you must not use the website. This “Term of Use” document was last updated on 28 July 2024. We can change and/or update the terms and conditions at any time. The updated version will be sent to you via email. If you do not agree to the updated version, you must stop using our services.
 
Submit a Money Transfer Form
 
To use our services, you must submit a Money Transfer Form with accurate and truthful information. You must provide your full name, date of birth, residential address, phone number, email address, and valid photo identification (e.g., Passport or Driving licence). We may ask for additional information such as proof of address, bank statement, and/or proof of the source of funds/wealth to comply with AML/CFT regulations. 3Soot Exchange has the authority to verify your identity directly or through third parties. For more information, contact us or see our Privacy Policy.
 
Keep Your Information Safe
  • You must ensure that all information you provide to us is current, complete, and accurate.
  • You must contact us if there has been, or you suspect there will be, any unauthorised use of your information.
     
Your Order
Submit an Order
  • Submit a Money Transfer Form with the required details.
  • Specify the recipient currency and the amount of money you would like to send or the exact amount your recipient should receive.
  • Provide the recipient details, including their bank account information.
  • Review and submit your order.
You must provide correct information, including the recipient's bank account number and details. We may ask for more information about you, your order, and your recipient at any time. If you provide incorrect information, we are not responsible for your loss. However, we may try to recover your funds, and you may need to pay the charges.

Your Payment
You must pay immediately with a single deposit for your order. This must be a bank transfer to our custodial bank account from your personal account under your name (No joint or business accounts). If you pay from someone else's account, including joint accounts and business accounts, we may not be able to process your order. You must follow the payment instructions and provide the correct details as your payment references.
We start processing your order when we receive your total payment (including fees). We may cancel your order if we don’t receive your full payment within 48 hours of the order submission.
If you have set up more than one order, you should pay for each order separately and use the correct reference code. Otherwise, processing your orders may be delayed. We may decide regarding processing your order(s).
ATM / Branch cash deposits will NOT be accepted. The accepted payment methods are deposits into Crown Financial Services Limited FBO 3Soot Exchange account via internet banking.

Conditions
  • You can cancel your order after creation but before you make a payment to our account. However, your monthly transfer limit will be used.
  • Contact us as soon as possible if there is some issue with your order. We try to help you, however, it may cost you.
  • We will start your order procedure when your payment is confirmed.
We reserve the right to delay or cancel a transaction due to the following conditions:
  • Technical reasons stop us from completing the order
  • Local bank operation hours
  • We are required to comply with the law and legal obligations
We cannot guarantee the use of any particular Payment Method and may change or stop offering a Payment Method at any time without notice to you. Submitting an order is an offer. We can accept or reject your offer. Receiving a confirmation email is not acceptance of your offer. We accept your offer when we start the transfer process. We will inform you if we reject your offer (e.g., there is an issue with your payment, wrong exchange rate, etc.). We will refund your money if we reject your order. Refunds are issued in the same currency that you paid for the order.

Order Processing
The verification process may take up to two working days. We may ask for additional information to complete your verification, which may affect the processing time. The order processing may take several working days. If the order was submitted after 4:00 PM or on weekends, the order process may be delayed. We do our best to process as soon as possible, however, we are not responsible for external factors, including bank working hours.
Due to our legal obligations, we may ask for additional information/documents to complete your order, which may affect the processing time. If you cannot provide the required information, we have the right to cancel your pending/paid orders at any time. In this case, we will refund the amount you paid. Refunds are issued in the same currency that you paid for the order.
Reasons for cancellation may include but are not limited to our legal obligations, incorrect information about the recipient, and insufficient available funds. If we reject the order, the refund process may take up to 10 working days.

Fees and Payment
You can inquire about the fees and exchange rate for your order before you confirm your order. The exchange rate for your order is valid as long as we receive your full payment within the next 48 hrs. A different exchange rate may apply to your order if we haven’t received the full payment within 48 hrs. This may apply to your order if you submit your order on weekends or public holidays. Fees apply for each order and you can see this fee when you confirm your order. Third parties like your bank or other payment providers may charge fees as well. We are not responsible or may not be aware of these kinds of payments. If any tax applies to your transfer, you are responsible for that. It is your responsibility to collect, report and pay your tax to the appropriate tax authority.

Recipients and Your Transfers History
It is up to you to save your recipient's information and order receipts. While we will help as much as we can, you are responsible for keeping track of these details. If you don't recognise a transfer order or you believe there has been a mistake with your transfer order, you must contact us as soon as possible. If we made a mistake in your transaction and you inform us within three months of the relevant transaction, we will correct the mistake and we will refund or recover your funds.

Your Obligations
When you access our website and, or use our services, you agree that:
  • You will comply with New Zealand law
  • You will not attempt to impair our system
  • You will not attempt to gain unauthorised access
  • You will ensure that all information that you provide to us is current, complete and accurate (including your contact details)
  • You will not use our system to engage in any restricted or criminal activities such as fraud, money laundering, financing terrorist organisations
     
Termination
We may close your account or limit your access to our service without notice if:
  • You breach our terms and conditions
  • We are asked to do so by any court, government authority or other authority
  • Your access doesn't comply with the law
  • We have concerns about our security
     
Complaints and Disputes
Your satisfaction is very important to us and we are committed to providing our users with very high customer service. We are a proud member of Financial Services Complaints Ltd (FSCL). We encourage you to contact us first if you would like to raise a complaint by email to:
Email: support@3sootexchange.com
We will acknowledge your complaint within 5 business days and make sure your complaint is investigated properly. If you are unsatisfied with the outcome, you can contact Financial Services Complaints Ltd. They are independent, fair and free for consumers. They resolve complaints against financial service providers fairly.

Financial Services Complaints Ltd contact details:
https://www.fscl.org.nz
Address:
Financial Services Complaints Limited
Level 4, 101 Lambton Quay
Wellington 6011
Postal Address:
PO Box 5967
Wellington 6140
Email:
info@fscl.org.nz
complaints@fscl.org.nz
Telephone:
0800 347 257
+64 4 472 3725
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