Terms & Conditions

About Africlink and these Terms

These Terms and Conditions create the legal agreement between you and Mat & Sam Africlinks Ltd for the provision of money remittance services under the trading name Africlink Money Transfer. We enable private individuals in the UK to send money to beneficiaries domestically and abroad through two channels: face-to-face at our own locations and authorised agents, and non-face-to-face via our website and other online interfaces. Payouts are fulfilled through a network of banks, mobile wallets and cash-collection partners in various corridors, including (but not limited to) countries across Africa and Asia. By starting a transfer, creating an online profile or presenting identification at a counter, you acknowledge that you have read and agree to be bound by these Terms.

Definitions

“Africlink”, “we”, “us” and “our” mean Mat & Sam Afric Links Ltd. “You” or “customer” means the individual who initiates a transfer with us. A “transfer” or “order” is a request to move funds from you to a beneficiary. A “beneficiary” is the person you nominate to receive the funds. “Payout partner” means the bank, wallet operator, or cash-paying institution that completes the transfer in the destination country. “Agent” means a separately-owned outlet authorised by Africlink to accept orders on our behalf. References to “business days” mean Monday to Friday, excluding UK public holidays.

Forming the Contract

Our contract forms when we accept your order. Acceptance occurs when we confirm the order details and receive your cleared funds (or, in store, when we accept cash or an approved card
payment). Before acceptance, any exchange rate shown is indicative and may change. We may refuse an order for any lawful reason, including where we cannot verify identity or the
transaction appears suspicious or unlawful. If we refuse after receiving funds, we will refund you in accordance with Section 12.

Who Can Use the Services

The service is designed for personal remittances only. You must be 18 years or older, currently residing in the United Kingdom, acting in your own behalf, and using your own payment method. We do not support payments for business, commercial, or charitable fundraising purposes through retail channels unless we have separately and expressly agreed in writing. We reserve the right to request evidence of the payment’s purpose and your relationship with the beneficiary.

Placing a Transfer

To place a transfer, you provide your full name, date of birth, nationality, contact details and verification documents when requested; the beneficiary’s name and location; the destination
country and payout method; the amount to send; and the purpose of payment. In-store, our team or agents will key these details into our system and present you with a summary to check. Online, you review the summary on screen before authorising. The summary shows the exchange rate (if applicable), our fee, the total you pay, the amount expected to be received, and the reference number for the order. Please check all details carefully; errors may delay or prevent payout.

Funding Methods

You may fund a transfer in-store with cash or a personal debit/credit card, and online with a
UK bank transfer (including open-banking payment initiation) or a personal debit/credit card.
We do not accept cheques, prepaid cards, anonymous instruments, or third-party cards or
accounts. We may delay processing until we receive cleared funds and may request evidence
that the payment method belongs to you. Where we suspect misuse or unauthorised funding,
we may cancel the order and return the money to the original method once safe to do so.

Exchange Rates, Fees and Amounts

Before you confirm an order, we display the exchange rate (for cross-currency transfers), our
fee, and the amount expected to be received by the beneficiary. Rates are set by us and can differ between online and in-store channels, and can change multiple times a day. The destination partner may apply local legal limits, collection rules or additional checks that can
affect the final amount or timing; we do not charge the beneficiary any additional fee for collection unless the corridor has a clearly disclosed local charge. Where a refund is issued,
currency conversion losses may occur; see Section 12.

Verification, AML/CTF and Sanctions Screening

Africlink is required by law to identify and verify customers and, where relevant, beneficiaries. We may request valid photo identification, proof of address, a selfie or liveness check (for online onboarding), and evidence of source of funds or source of wealth. Screening against sanctions, politically exposed person (PEP) databases and adverse media is performed on customers and transactions. Enhanced due diligence may apply in higher-risk cases, including high amounts, sensitive corridors, unusual patterns, or where the purpose is unclear. If you fail to provide the requested information or we cannot complete our checks, we will decline or cancel the transfer. We cannot process transfers involving sanctioned individuals, entities or embargoed countries and may be legally required to freeze or report funds.

Delivery Times

We aim to deliver quickly; many bank, wallet and cash-pickup transfers settle within minutes
or hours. However, delivery time depends on the corridor, payout method, bank and partner cut-off times, availability of the payout partner, compliance checks, public holidays, and the accuracy of details provided. Where extra information is needed, the clock effectively pauses until we receive and verify it. Online orders funded by bank transfer may not be released until we see cleared funds.

Restrictions and Acceptable Use

You must use the service only for lawful personal purposes. Prohibited uses include payments for illegal goods or services; payments on behalf of third parties; any transaction designed to evade law enforcement or regulatory requirements; and activity associated with fraud, scams or pyramid schemes. We may block or reverse transactions, close online profiles, or restrict service if we reasonably believe the service is being misused. Corridor availability is subject to change at any time without notice.

Agents and Payout Network

Africlink operates through an authorised agent network in the UK and a global payout network. Agents act on our behalf when they accept orders from you, but they are not permitted to vary these Terms or make binding promises beyond what we publish. Payout partners are responsible for identity checks and compliance required by destination law; they may request the beneficiary to present acceptable identification or a reference number before releasing funds. We are not responsible for a beneficiary’s failure to collect cash, for closed payout locations, or for the beneficiary’s refusal to complete local verification.

Cancellations, Refunds and Uncollected Funds

You may cancel an order at any point before payout is executed. If the payout has already occurred, the transaction is irrevocable, and we cannot recall funds. Where a refund is due – for example, because we decline an order after payment, a payout partner cannot process the transaction, or you cancel in time—we will return money to the original payment method as soon as reasonably practicable. Refunds are made net of our fee and any FX movement where funds were converted. Bank processing times vary, but most refunds arrive within 3–10 business days after approval. If cash is not collected within the payout partner’s collection period window, the order is automatically cancelled and refunded once the payout partner returns funds to us.

Errors, Disputes and Chargebacks

If you spot an error in the order summary or receipt, contact us immediately. We will investigate and correct genuine mistakes. If you raise a card chargeback without valid grounds (for example, to avoid fees for an authorised transaction), we may take reasonable steps to dispute it and recover our associated costs. If we credit your account in error, you authorise us to reverse the credit.

Fraud Awareness and Authorised Push Payment (APP) Scams

Criminals may trick you into sending money by posing as a bank, HMRC, a relative, a romantic
partner or a seller. If you authorise a transfer because of a scam, the payment is still regarded
as authorised by you. We will cooperate with law enforcement and our partners to try to freeze funds where possible, but recovery is not guaranteed. Slow down, verify requests using trusted contact details, and consult our Scam Awareness & Safety Guide. If you think you are being pressured or have already sent money in error, contact us immediately at [email protected].

Online Access, Security and Communications

If you use our online channel, keep your login credentials secure and do not share one-time passcodes with anyone. You are responsible for all instructions submitted from your account unless we are negligent. We will communicate with you by email, SMS or telephone using the details you provide. Keep your contact details up to date so we can reach you if additional
Information is required.

Data Protection

We process personal data in line with UK GDPR and the Data Protection Act 2018. We collect
identity, contact and transaction information to provide the service, meet legal obligations, prevent fraud and enhance security. We share data with our agents, payout partners, identity verification and screening suppliers, IT vendors and regulators where lawful. We retain
customer and transaction records for at least five years after the relationship ends, or longer if required by law. Full details of your rights and our practices are set out in our Privacy Policy.

Service Availability, Suspension and Termination

We aim to keep services available, but we may suspend or withdraw access for maintenance,
system changes, compliance reasons or events beyond our control. We may terminate or suspend your ability to place transfers if we reasonably suspect unlawful or abusive use, you fail verification, or you breach these Terms. Termination will not affect obligations that have
already arisen.

Our Responsibility to You

We are responsible for the loss you suffer that is a foreseeable result of our breach of these Terms or our negligence. We are not responsible for losses caused by events outside our control, for losses that are unforeseeable, or for indirect or consequential losses, including loss of profit or opportunity. Nothing in these Terms excludes liability that cannot lawfully be excluded, such as for fraud or death or personal injury caused by our negligence.

Changes to these Terms

We may update these Terms from time to time to reflect changes in law, regulation, our operations or our partners. The latest version will be published on our website and will apply to new orders immediately upon publication. Where required by law, we will notify you in advance, and your continued use of the service after changes take effect constitutes acceptance.

Complaints and Redress

If you are unhappy, please contact [email protected] or call +447405792180. We aim
to provide a final response within 15 business days of receiving your complaint (or 35 business
days in exceptional circumstances). If you remain dissatisfied, you may be able to refer your complaint to the Financial Ombudsman Service within six months of our final response (see
financial-ombudsman.org.uk or call 0800 023 4567). Eligibility for FOS referral depends on
your individual circumstances.

Governing law and Jurisdiction

These Terms are governed by the laws of England and Wales. The courts of England and Wales
shall have exclusive jurisdiction over any dispute arising out of or in connection with them