Terms and Conditions

Terms and Conditions

American Express Travel Money Now is provided by American Express Europe Limited, a company incorporated with limited liability and registered with the Secretary of State, Delaware, USA, whose branch address is at Amex House, Edward Street, Brighton BN88 1AH, UK and who is registered at Companies House in the UK under branch no. BR00897 and with Money Service Business licence number 12119288 ("we", "us" or "our").

 

1. Travel Money Service

1.1 These terms and conditions ("Terms") apply between you and us when you order foreign currency and/or Travellers Cheques ("Travel Money") from us either online or by telephone ("Service"). Please note that you may only submit an order for Travel Money if:

  • You are aged 18 years or older;
  • You are resident in the UK;
  • You are accessing the Service from within the UK;
  • You are legally capable of entering into binding contracts;
  • You pay with a credit or debit card that is issued in the UK by American Express, Visa, MasterCard or Maestro ("Credit or Debit Card"); and
  • You have sufficient funds to submit your order.

1.2 You may only order Travel Money for your own personal use for either holiday or business travel.

1.3 Please note that the exchange rates quoted on our website may be different to those at our airport locations. It is likely that the exchange rates offered to you on our website will be more advantageous to you than if you were to purchase Travel Money at one of our airport locations without having pre-ordered using the Service.

1.4 Please read these Terms carefully, which you agree to be bound by when using this website and the Service. We reserve the right to terminate, suspend or alter the content of, or your use of, this website or the Service and to amend these Terms at any time without notice to you.

1.5 You agree to comply with all applicable laws and regulations, including anti-money laundering regulations. We reserve the right to cancel, suspend or to refuse to process your order for any reason at our absolute discretion. Our Customer Care Team will notify you as soon as possible if we decide to refuse to process or cancel your order. In the event that we cancel or refuse to process your order as a result of an act or omission that is not attributable to you, you will be entitled to no less and no more than the full amount of your order in Sterling, including any commission or administrative fees which were incurred as part of the order.

2. Foreign Currencies and Travellers Cheques

2.1 Our website displays the types of Travel Money that are available for you to purchase, which may change from time to time. If a currency which you have selected is not available because of selling restrictions, you may be offered another currency. We are not responsible for checking whether you are able and permitted to use such alternative currencies so you should check this before confirming your order. If the currency you have selected is not available for any other reason, a member of our Customer Care Team will contact you.

2.2 The exchange rates advertised on our website are only applicable to Travel Money ordered using the Service. The rates of exchange for Travel Money will be updated online periodically and the rate of exchange applicable for your transaction will be the rate indicated when you are asked to confirm transaction details and proceed with your purchase. Please note that foreign currency rates of exchange depend on fluctuations on the financial markets which are outside of our control. Historical performances are no indicators for future performances.

3. Submitting an order

3.1 You may submit an order for Travel Money by following the instructions on our website on a 24 hours/day basis (subject to availability) or alternatively by calling us on 0870 240 0126 between 9:00 am and 5:00 pm Monday to Friday (excluding public or bank holidays).

3.2 Each order is subject to a minimum of £150 and a maximum of £2,500 calculated in Sterling. The maximum limit applies over any period of 7 consecutive days. There may be further limitations on the amount of Travel Money that can be ordered, depending on currency exchange restrictions.

3.3 You must provide us with all information necessary to process your order, including your title, first name, last name, residential address, email address, landline and mobile telephone number. We will also ask you to provide your date of birth and the expiry date of your driving licence or passport. You will need to bring this form of identification when you collect your order. If we need to contact you, we will use the contact details that you have provided to us. We reserve the right to request further information from you should it be required at any time. If you do not provide all necessary information, we may not be able to complete your order.

4. Payment

4.1 Payment for orders is due at the time you submit your order online or by telephone. You must pay for your order by Credit or Debit Card and in Sterling. When your payment has been accepted by us, a contract for the purchase of Travel Money is concluded. We provide all foreign currencies and foreign currency Travellers Cheques commission free. If you order Sterling Travellers Cheques, there will be a commission charge of 1.5% of the total amount of Sterling ordered, with a minimum charge of £3.00.

4.2 Please note that we will not charge you for placing an order; however, your card issuer may charge you a cash advance fee and any other applicable fees as per their terms and conditions.

5. Orders for Airport Collection

5.1 Placing an order for aiport collection

Considerations when ordering:

5.1.1 For major currencies (Australian Dollars, Canadian Dollars, Chinese Yuan, Danish Krone, Egyptian Pounds, Euros, Hong Kong Dollars, Japanese Yen, Norwegian Kroner, Singapore Dollars, South African Rand, Swedish Krona, Thailand Baht, UAE Dirhams, US Dollars and Travellers Cheques) your Travel Money will normally be available for collection at an airport bureau as selected by you within 4 hours (subject to availability and store opening hours). For all of our other currencies, your Travel Money will normally be available for collection 48 hours after placing your order (subject to availability and store opening hours). These timings are also subject to you first receiving email confirmation from us that your order has been accepted and processed. Please ensure that you choose the correct airport and terminal location for your order, including whether you wish to collect your Travel Money from a location in the departures area (after the airport security checks) (known as "airside") or in the main terminal (known as "landside"), though please be aware that both options may not be available at your selected airport terminal. You can view opening hours of the locations when you submit your order online. If you submit your order by telephone, we will provide you with this information. We will email you an order confirmation to your specified email address which will indicate when your order is available for collection.

Collection at the airport:

5.1.2 Orders for airport collection can be made up to 14 days before collection. You will be able to collect your Travel Money from the American Express Currency Exchange locations at various UK airports during the opening hours of these locations.

Collection requirements:

5.1.3 In order to collect your Travel Money, you must be the Credit or Debit Card holder and you will need to present to us the Credit or Debit Card that you used to pay for the order, as well as either your valid passport or valid UK photographic driving licence, as proof of identification. We reserve the right to make a copy of your photographic identification and to request additional information and identification from you. When you submit an order, we will notify you of your order confirmation number. We will also email you confirmation of your order to your specified email address. You will need to quote this number when you collect your Travel Money from the location. Should you not receive this confirmation email, please contact our Customer Care Team on 0870 240 0126.

5.2 Non-collection from airport

Please ensure that you collect your order on the specified collection date. If you do not collect your order within 2 days of your selected collection date for any reason, we will refund you the amount ordered in Sterling, less a £10 administration fee. Refunds will be made within two to ten days to the card you used to purchase the Travel Money. We will not refund you any Credit or Debit Card handling or administrative charges.

6. Orders for Home Delivery

6.1 Placing an order for Home Delivery

Ordering:

6.1.1 You can choose to place an order online for delivery to your home on a particular day up to 14 days in advance. All orders will be delivered by Royal Mail Special DeliveryTM Next Day and delivery will be subject to the standard terms and conditions of that service (available on the Royal Mail website). We will validate the personal details that you give us with third party providers as part of the verification process and accordingly each of these must be correct at the time of placing and receiving the order.

6.1.2 Once your order for home delivery has been confirmed, it is not possible to cancel or amend your order or delivery date.

Postage fees:

6.1.3 Postage and packaging charges for orders are set according to the Travel Money order amount. Orders of £500 or less will incur a fee of £5. Orders over £500 will not incur a fee.

Delivery requirements:

6.1.4 A signature is required for the package to be delivered. If nobody is available to sign for the package on the nominated date, your order may not be completed, subject to the terms of Royal Mail Special DeliveryTM Next Day. If your order is returned to us and you wish for it to be re-delivered, you will have to pay additional delivery charges. For security reasons, orders will only be sent to the residential address of the customer who placed the order. We are not responsible for deliveries for which Royal Mail has obtained a signature at your residential address but which you have not received.

Delivery times:

6.1.5

Order placed* Order delivered (all days stated are indicative and not guaranteed)
Before 2pm Monday to Thursday The next business day
After 2pm Monday to Wednesday The second business day
After 2pm Thursday and before 2pm Friday The following Monday (please see Clause 6.1.7 concerning Saturday deliveries)
After 2pm Friday and any time Saturday or Sunday The following Tuesday

 

* Weekdays are quoted on the presumption that that are not public holidays. If they are public holidays, any additional day(s) will be added to the delivery time accordingly.

6.1.6 Orders should arrive by 1pm on the nominated delivery date (5:30pm in rural areas).

6.1.7 Please also note that deliveries specified for a Monday (i.e. placed after 2pm Thursday and before 2pm Friday) may occasionally be delivered on a Saturday due to Royal Mail's internal delivery processes which are entirely outside of our control. Neither we, nor Royal Mail, will be able to give you any forewarning of this. If you know that you will not be able to accept delivery before 1pm on a Saturday you might wish to consider placing your order after 2pm Friday and before the following Monday to ensure it reaches you be 1pm the following Tuesday.

6.1.8 Please bear all of this in mind when placing orders for home delivery.

6.2 Non-delivery or non-acceptance of delivery

6.2.1 Please ensure that you are available to sign for the delivery on the nominated delivery date. If Royal Mail is unable to obtain a signature for any reason, we may not be able to complete your order. If the package is returned to us or you refuse to accept delivery we will refund you the amount ordered, which will be calculated using the "buy" exchange rate (on the refund date) at which we would purchase Travel Money. This rate may differ from the rates at which we would sell Travel Money. Refunds will be made to the card you used to purchase the Travel Money within two to ten days from the day the package is returned to us or you refuse to accept delivery. We will not refund you any Credit or Debit Card handling, delivery or administrative charges.

6.2.2 In the event that you inform us that your order has not arrived (i.e. it has been lost or stolen in transit), we reserve the right, further to Clause 1.2, to ask you to provide details of your travel itinerary (as provided to you by your travel agent or airline, or such other travel documentation as we may considert appropriate) together with any personal identification or information we consider reasonable and appropriate (all of which may be requested in hard copy). Please note that in each occasion a lost or stolen order is reported to us, we also reserve the right to make reasonable enquiries of Royal Mail, such as whether a signature has been obtained, prior to processing a refund or replacement order.

7. Travellers Cheques Terms of Purchase

7.1 The Travellers Cheques that we sell are issued by American Express Travel Related Services Company, Inc., a company incorporated under the laws of the State of New York, USA ("AETRSCo Inc").

7.2 If you buy Travellers Cheques from us, you will be subject to a separatepurchase agreement with AETRSCo Inc. which contains additional terms and conditions as between you and AETRSCo Inc and which can be found here.

7.3 Any refunds of Travellers Cheques will be provided by AETRSCo Inc.

7.4 You will receive a full copy of the purchase agreement with your order. It is important that you read the purchase agreement carefully because if your Travellers Cheques are lost or stolen, their face value will only be refunded if you have complied in full with these additional terms and conditions.

8. Cancellation Policy

Sterling Travellers Cheques:

8.1 You have a right to cancel your order for Sterling Travellers Cheques before collection by giving notice to our Customer Care Team by telephone on 0870 240 0126 or by email at aviosenquiries@aexp.com or by writing to us at American Express Travel Money Now, 230 Blackfriars Road, London, SE1 8NW within 14 days of the day on which we accept your order. We cannot guarantee that the amount we refund you when you cancel your Sterling Travellers Cheques will be the same as what you originally paid for your Sterling Travellers Cheques. We will not refund you any commission, Credit or Debit Card handling, delivery or administrative charges. We will refund you as soon as possible and in any event within 30 days of when you give us notice of your wish to cancel your order.

Foreign currency banknotes and Travellers Cheques:

8.2 It is not possible for you to cancel your order for foreign currency or foreign Travellers Cheques because of fluctuations in the financial market outside of our control which may occur during any cancellation period. In certain circumstances, such as situations of 'force majeure' (which shall be determined by us at our sole discretion), we may offer you the opportunity to cancel your order at no charge and/or extend the time for non-collection from an airport as set out in clause 5.2.1.

9. Limitation of Our Liability

9.1 Notwithstanding any other provision of these Terms, in no event shall we or any of our direct or indirect subsidiaries, controlled affiliates, agents, employees or representatives be liable for any indirect, incidental, special, punitive, exemplary or consequential damages of any kind, nor for any lost profits or revenues, in connection with or arising out of these Terms, your use of the website or the Services, or your order. We will not be liable to you for any losses incurred as a result of us not performing any of our obligations because of any event beyond our reasonable control, including, without limitation, any technical system failure. We will not be liable for any equipment or software damaged or replaced as a result of you using this website or the Service. We do not accept liability for incorrect content or errors and omissions in this website or its content however we do endeavour to correct them as quickly as practicable.

9.2 Our maximum aggregate liability to you in respect of each order shall be limited to a sum equal to the purchase price of the order.

10. Payment Security

You may need to use 3D Secure in order to complete your order, depending on the requirements of your card issuer. 3D Secure is a payment verification protocol which aims to improve the security of Internet payments and prevent fraud. 3D Secure is also known as "Verified by Visa" and "MasterCard Secure Code." If your card issuer refuses to authorise your payment, your order will not be processed.

11. Privacy Policy and Use of Your Personal Information

11.1 We will only use the personal data which you submit to us via this website in accordance with our privacy policy and in accordance with these Terms. You can request a copy of the personal data that we hold about you by writing to us at American Express Travel Money Now, 230 Blackfriars Road, London SE1 8NW.

11.2 We will:

- disclose information about you to companies within the American Express group of companies worldwide and to our suppliers, banks, processors and any other person required, in order to administer and service your relationship with us, to process and collect relevant payments and charges;

- use information about you and information about how you use the Service to develop lists for use within the American Express group of companies worldwide and other select companies in order that we or these companies may develop or make offers to you of products and services in which you may be interested by mail or telephone unless you ask us not to, and if you agree, by email or other electronic mediums. The information used to develop these lists may be obtained from your order information, from surveys and research (which may involve contacting you by mail, telephone, email or other electronic mediums) and/or from other external sources. If you prefer not to receive offers of relevant products and/or services, please write to us at American Express Travel Money Now, 230 Blackfriars Road, London, SE1 8NW or by email to aviosenquiries@aexp.com;

- carry out authorisation, anti-money laundering, credit and fraud checks (including contacting your Credit or Debit Card issuer);

- undertake all of the above within and outside the United Kingdom and the European Union, and you agree that we may collect, transfer, access and process your personal information in the USA or in other countries outside the European Economic Area (where data protection laws may not be as comprehensive as in the European Union). In such cases, we will always take appropriate steps to ensure the same level of protection for your information as exist in the United Kingdom and the European Union.

11.3 We use advanced technology and well-defined employee procedures to help ensure that your information is processed promptly, accurately and completely. In order to maintain the effectiveness and security of our systems and procedures, it will be necessary from time to time to process your information for testing purposes.

12. Communicating with You

12.1 You agree that we may communicate with you through representatives working on our behalf via your postal or email address and mobile or landline telephone number. It is your responsibility to inform us immediately if your contact details change. We are not responsible if you did not receive any communication where we send it in accordance with the contact details you provide.

Electronic or telephone communications:

12.2 If you contact us via electronic means, we may record any electronic identifier, including telephone numbers or internet protocol address, supplied at the time.

12.3 We may monitor and/or record your telephone calls to us, or ours to you, either ourselves or by reputable organisations selected by us, to ensure consistent servicing levels (including staff training) and account operation, and to assist, where appropriate, in dispute resolution.

13. Third Party Rights

The Contracts (Rights of Third Parties) Act 1999 shall not apply to these Terms.

14. Assignment

We may assign or transfer any of our benefits arising out of or under these Terms at any time and we may delegate or subcontract to any third party any of our obligations hereunder.

15. Governing Language, Law and Jurisdiction

These Terms are supplied to you in English only and you agree that we will only communicate with you regarding the Service in the English language. These Terms and any dispute or claim whatsoever relating to it or its formation shall be governed by and construed in accordance with English law and you irrevocably agree with us that the courts of England shall have exclusive jurisdiction.

16. Intellectual Property Rights

All rights in this website and the content on this website including copyright, design rights, patents, inventions, knowhow, database rights, trade marks, logos, source codes and any other intellectual property rights in any of the foregoing are reserved to us and/or our content and technology providers as the case may be. You may not remove, change or obscure our logos or any notices of proprietary rights on any content of this website.

17. Earning Avios

Executive Club Members who purchase foreign currency online or by telephone can collect Avios in accordance with the additional terms and conditions of the membership scheme, which can be found here. Avios are awarded by British Airways. For more information about collecting Avios please visit ba.com.

18. Contacting us

In the event that you are dissatisfied with the service that you receive or you have any complaints in relation to your order, or if you would like to contact us regarding your order, please contact our Customer Care Team on 0870 240 0126 or by email at aviosenquiries@aexp.com or by writing to us at American Express Travel Money Now, 230 Blackfriars Road, London, SE1 8NW. Calls cost £0.0795 per minute from a BT line, calls from other networks may be higher.

 
 

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