شركة الغرير للصرافة

• We kindly request the customers (hereby mentioned as you) to carefully read and understand this Key fact Statement (KFS) document, this document is also available in Arabic. By signing this KFS document, you acknowledge that you have read and understood applicable Fee(s), Charges and the General Terms and Conditions published on the website.
• This document is in the form of an acknowledgement by you and does not intend to create legal rights or obligations between the parties. In case of an inconsistency between this document and the General Terms and Conditions or product specific Terms and Conditions, the General Terms and Conditions and product specific Terms and Conditions shall prevail. In case of a change in the General Terms and Conditions or product specific Terms and Conditions, there is no obligation to amend this document.

General terms

• The availing of Product and Services requires a signed request by the Customer and presenting a valid identity identification
• Customer shall identify & provide the beneficiary details and all the correct Account Details for execution of the Fund transfer
• Upon signing the receipt of the services, they have availed, the customer confirms and acknowledges the correctness, authenticity and legality of all the transaction details and will be held responsible for the same. Al Ghurair Exchange shall inform the customer about the estimated time of transfer prior to performing the remittance transaction.
• The Customer understands and agrees that the actual time to complete the remittance transaction may differ from estimates due to increased scrutiny of transactions by the bank/financial institution or entity providing financial services to the beneficiary of remittances.
• The Customer understands and agrees that Al Ghurair Exchange reserves the right to change terms and conditions, and Al Ghurair Exchange will notify the customer in advance before the implementation
• Al Ghurair Exchange may refuse to execute any requests, instructions or services requested by the Customer if the Customer fails to comply with the necessary procedures; or if the information or data are incorrect or are in violation of the law applicable in the United Arab Emirates.
• Al Ghurair Exchange LLP shall disclose the terms and conditions to the customer associated with the rebate, gift or incentive and highlighting any conditions and/or restrictions separately to the customers.
• Al Ghurair Exchange reserves the right to use services of intermediary banks and financial institutions in any country of its choice for the execution of this transfer.
• Al Ghurair Exchange will communicate with the customers through its official channels only.
• For further inquiries and details on terms and conditions of Al Ghurair Exchange LLP, products and services, please visit our website (www.alghurairexchange.com) or call: 042535600 or email us at info@alghurairexchange.com

FOREIGN CURRENCY PURCHASE & SALE

ACCOUNT TRANSFERS

CREDIT TO MOBILE WALLETS

CASH PICKUP

LOCAL PAYOUT (WITHIN AGEX BRANCHES)

DOOR TO DOOR

PHILHEALTH, PAGIBIG & SSS

WAGES PROTECTION SYSTEM

Charges

MOBILE TOP UP

BILL PAYMENT

GOVERNMENT PAYMENT COLLECTION

CREDIT CARD PAYMENT

*All Fees mentioned herein and, on the website, and this KFS Documents are Excluding of Value Added Tax (VAT). A VAT of 5% shall be applicable on all Fees levied.

Cooling - off period

The customer understands that this transaction requires immediate implementation and hence the customer agrees to waive the Cooling-off option for the transaction to occur.

Updating of Customer Information and Documents

The Customer shall keep Al Ghurair Exchange LLP informed at all times, of any change/alteration in their communication/contact details, residency status, visa, Emirates ID and employer details by visiting the nearest branch, in case of non-submission of updated information or relevant documents, the Al Ghurair Exchange LLP reserves the right to block the Customer’s account(s) until the updated information or documents are provided.

Confidentiality and Security

Al Ghurair Exchange LLP maintains strict policies and security controls to assure that Customer information in AGEX’s systems and controls are protected. The employees are only permitted access to Customer information that they may need to perform their jobs and to provide services to you. Our employees have access to such Customer information as necessary to conduct a transaction or respond to your inquiries. All employees are required to respect Customer privacy.

Whilst every effort will be made by Al Ghurair Exchange to treat customer information as highly confidential, the Customer acknowledges and agrees to the Bank disclosing or sharing Customer information to and between:

• AGEX’s branches, subsidiaries, representative offices, affiliates and/or agents of the AGEX.
• Third parties selected by the AGEX and/or anyone mentioned in (a) above, wherever situated, for confidential use including but not limited to any data processing, statistical and risks analysis purposes; or
• Any competent court, regulator or authority pursuant to any relevant law, regulation or legal process and procedure to which Al Ghurair Exchange LLP (including any of its branches, subsidiaries, representative offices, affiliates and/or agents) is subject.

Cancellations and Refunds

• Customer can place TT cancellation request. prior to transaction being executed & processed by visiting any of our branches.
• Please note that cancellations and refunds should be processed at the discretion of AGEX
• Cancellations or Refunds can take up to 14 business days to be processed where accepted and this solely depends on the counterparties which are beyond our control.
• The channel of refunds would be decided by Al Ghurair Exchange LLP depending upon the payment method you have used during the original transaction.
• The Fund transferred can be recalled after execution subject to other bank’s approval /Availability of the fund and beneficiary debit authority.

Unclaimed Funds

Al Ghurair Exchange shall refund the unclaimed funds as per the guidelines of the regulatory authorities.

Complaint Process and Procedures

The Customers may raise the complaints via the following Channels and We will acknowledge your complaint within 2 business days and strive to respond to your complaint within an estimated average of 5 business days depending upon the response time from counterparties.

• Any branch
• Phone - +971 4 2535600
• WhatsApp - +971 4 2535600
• Our Website - Al Ghurair Exchange
• Email – Customercare@alghurairexchange.com
• By post to:
  Complaints Management Department
  Al Ghurair Exchange LLP
  PO Box 5530, Dubai, UAE

Warnings

• Additional fees may be levied by the correspondent bank/financial institution or entity providing financial services to the beneficiary of remittances.
• The potential returns forecast mentioned in our advertisements is for illustrative purposes only and is not indicative or construed as likely returns.
• Penalties and Fees may be applied if there is a customer error or omission in providing correct or incomplete information for remittances.
• This product/service may be affected by changes in foreign currency exchange rates
• The actual time to complete a transaction may differ from estimates due to increased scrutiny of transactions by the correspondent bank/financial institution or entity providing financial services to the beneficiary of remittances or any delays which is not under the control of Al Ghurair Exchange.
• Exchange rate used for the refund of money paid by the Customer may differ from the original rate used for the transfer, and any costs which could be incurred for the cancellation/Refund.
• Any amendments or re-issuance of the remittance transaction requested by the customer for any reason will be subject to our regular charges and settlement of any rate differences, if applicable
• Additional and significant costs charged by the receiving entities should there be Errors / omissions in the remittance information provided by the Consumer causing a rejection of, or delays in the transfer
• Al Ghurair Exchange LLP shall not be responsible for any loss or damages or immediate refund which may arise from failure to properly identify the data provided to the Exchange by the customer or from mistake or omission of the customer or any of correspondents /partners and/or paying agents, or for any error or delay in transmission in relation to all payments received by Al Ghurair Exchange from the customer pertaining to the services / products offered by Al Ghurair Exchange
• Funds to be transferred to the beneficiary may be delayed due to unforeseen events