Terms of service

Last updated 13 November 2026.

These terms are the agreement between you and Express Remit Ltd for sending money with the Express Remit app, and for using this website. Please read them before you send money. You accept them when you open an account. You can ask us for a copy at any time, by email, and you can always find the current version on this page.

1. Who we are

Express Remit Ltd is a company registered in England and Wales, company number 10657696, with its registered office at 124 City Road, London, EC1V 2NX, United Kingdom.

We are authorised by the Financial Conduct Authority (FCA) under the Payment Services Regulations 2017 as an Authorised Payment Institution, firm reference number 781786, to provide money remittance. You can check this on the FCA Register.

Express Remit Inc. is a separate company in Canada. It is not a party to these terms.

2. Contacting each other

You can reach us on +44 20 8552 5105, at hello@expremit.com, through the contact page, or by post at the address above. We will contact you in English, through the app, by email, by text message or by phone, using the details on your account. Keep them up to date.

3. Who can use the service

• You must be 18 or over and live in the United Kingdom.
• You must open an account in your own name, with true and complete information, and use it only for yourself.
• You can hold one account. You must not let anyone else use your account or the app on your behalf.

4. Checking who you are

The law requires us to check who you are before we provide our service, and to keep checking while you use it. We may ask for identity documents and a check of your face against them, carried out for us by our identity verification provider, as well as proof of address, the reason for a transfer, where the money has come from, or information about the person you are sending to. We may ask at any time, including before a particular transfer.

If you do not give us what we ask for, or we cannot verify it, we may delay or refuse a transfer, or suspend or close your account. Where the law prevents us from explaining our reasons, we will not be able to.

5. How a transfer works

1. In the app you choose the country, the recipient, how they will receive the money, and the amount.
2. Before you confirm, the app shows you the amount you will pay in pounds, our fee, the exchange rate, the amount your recipient will receive, and an estimate of when it will arrive.
3. You confirm the transfer in the app. That is your consent to it, and the exchange rate shown is then fixed for that transfer.
4. You pay. The transfer is not made until we have received your payment in full and our checks are complete.
5. We send the money to our payment partner in the destination country, which pays it to your recipient.

The amounts, rate and fee shown when you confirm are the ones that apply. They can be different for your next transfer.

6. Fees and exchange rates

Our fee and exchange rate are shown in the app before you confirm each transfer. We do not add any other charge to a transfer.

Your bank or card issuer may charge you separately for the payment you make to us, for example if a credit card treats it as a cash advance. Those charges are between you and them. The recipient's bank or wallet provider may also charge the recipient. Where we know of such a charge we will tell you in the app.

7. Paying for a transfer

You can pay by debit card or by the other methods shown in the app. Card payments are processed for us by Shift4, a regulated payment processor. Your card issuer and Shift4 may carry out their own security and fraud checks, including asking you to approve the payment with your bank (3-D Secure). If a payment is declined by them, the transfer will not go ahead.

You must pay only with a card or account in your own name.

8. When your money will arrive

The app shows an estimate of when your recipient will receive the money before you confirm. Most transfers arrive within that time, but delivery can take longer because of our checks, checks by our partners, banking hours and public holidays in the destination country, or events outside our control. If a transfer is delayed beyond the estimate, we will tell you.

9. Getting the recipient's details right

We send the money using the recipient details you give us, such as an account number, wallet number or bank code. Please check them carefully. If you give us incorrect details and the money is paid to the wrong place, we are not responsible for the loss, but we will make reasonable efforts to recover the money. If recovery is not possible, we will give you the information we have so that you can try to recover it yourself. If we have to charge you for recovering a payment, the charge will reflect our actual cost and we will tell you before we start.

10. When we may refuse or stop a transfer

We may refuse to make a transfer, or hold it while we check it, if:

• we have not received the information we asked for, or cannot verify it;
• we suspect fraud, money laundering, terrorist financing or another crime, or a breach of sanctions;
• we think you are being pressured or tricked into sending it;
• the transfer would break the law, a court order or these terms; or
• our payment partner cannot pay it in the destination country.

If we refuse a transfer, we will tell you as soon as we can, and, unless the law prevents it, why and how you can correct any problem.

11. Cancelling a transfer

You can ask to cancel a transfer in the app or by contacting us. We can cancel it only if it has not yet been paid out to your recipient. Once it has been paid out, it cannot be cancelled, so contact us straight away if you need to.

12. Refunds

• If we refuse or cancel a transfer, or our partner cannot pay it out, we refund everything you paid us, including our fee.
• If you cancel a transfer before it is paid out, we refund the amount you sent and our fee. We may deduct a cancellation charge only if it was shown in the app before you confirmed the cancellation, and it will never be more than the cost we have actually paid for processing your payment.
• We refund to the card or account you paid with, in pounds, for the amount in pounds you paid. Changes in exchange rates do not affect the amount you get back.
• We send refunds within one business day of the cancellation or refusal. Your card issuer or bank then usually takes up to ten business days to show the money in your account.
• We cannot refund charges made by your own card issuer or bank. Please contact them about those.

13. Payments you did not authorise, and payments that went wrong

Tell us straight away, and in any case within 13 months, if you think a transfer was made from your account without your permission, or was not made correctly.

• If a transfer was not authorised by you, we will refund it by the end of the next business day after you tell us, unless we have reasonable grounds to suspect fraud, in which case we will investigate first and tell the police or the FCA where required. You may have to pay up to £35 of the loss if it happened because your login details were lost or stolen. You will have to pay all of the loss if you acted fraudulently, or deliberately or with gross negligence failed to keep your account secure.
• If a transfer you made did not reach the recipient, or arrived late or incomplete, because of our error, we will put things right: we will trace it and either complete it or refund it, together with any charges and interest you paid as a result.

If a payment was made with your card without your permission, also contact your card issuer.

14. Keeping your account safe

• Keep your phone, password and one-time codes secure. Never share them with anyone, including someone who says they work for us. We will never ask for them.
• Tell us without delay if you think someone else knows your login details or has used your account.
• Only send money to people you know and trust. Read our fraud awareness guide.

15. What you must not do

You must not use the service:

• for anything illegal, including fraud, money laundering, terrorist financing or avoiding sanctions;
• to send money for someone else, or to receive money and pass it on for someone else;
• with information that is false, or with a card or account that is not yours; or
• in a way that could damage the service or other customers.

16. Suspending and closing your account

You can close your account at any time, free of charge, in the app or by contacting us. Our close your account page explains how. Transfers already in progress will be completed or refunded.

We may close your account by giving you at least two months' notice. We may suspend or close it straight away if we reasonably believe you have broken these terms or the law, if you have not given us information we need, if we suspect fraud or other crime, or if the law or our regulator requires it. Where we can, we will tell you first and explain why.

The law requires us to keep records of your identity and transfers for at least five years after your account is closed. Our privacy policy explains how.

17. Our responsibility to you

We are responsible for making your transfers in line with these terms and the law. We are not responsible for losses caused by events outside our reasonable control, by our compliance with the law, or by something you did or failed to do in breach of these terms. We are not responsible for indirect losses, or for the quality of anything you pay for with the money you send.

Nothing in these terms limits our responsibility where the law does not allow it to be limited, including for fraud, or for death or personal injury caused by our negligence, and nothing affects your legal rights as a consumer.

18. Changes to these terms

We will tell you at least two months before we change these terms, by email or in the app. If you do not agree to a change, you can close your account free of charge before it takes effect. If you do not, you will be treated as having accepted it. Changes to exchange rates take effect straight away, because the rate for each transfer is shown before you confirm it.

19. Complaints

If you are unhappy with our service, tell us in any way that suits you: by phone, email, the contact form or post, using the details in section 2. You do not need to put it in writing. Please include your transfer reference if you have one. Our full procedure is on our complaints page.

We will acknowledge your complaint promptly. If we resolve it to your satisfaction by the end of the third business day after we receive it, we will confirm that in writing. Otherwise we will send our final response within 15 business days of receiving it. In exceptional circumstances, if we need longer, we will write to you within those 15 business days explaining why and when you will have our answer, which will be no later than 35 business days after we received your complaint.

If you are not satisfied with our final response, or we have not replied in time, you can refer your complaint to the Financial Ombudsman Service free of charge, within six months of our final response:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

20. Using this website

This website gives information about our service. Transfers are made only in the Express Remit app. We try to keep the website accurate, but the information in the app when you make a transfer is what applies. The content of this website belongs to us or our licensors; you may view and print it for your own use, but not copy or republish it for any other purpose. Links to other websites are for your information, and we are not responsible for their content.

21. Law and courts

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can bring proceedings in the courts there. These terms and all communications between us are in English.