Customer Agreement (Indonesia)

Last updated: 24.10.2022

1. How to read this Agreement

This Agreement contains 26 sections. You may go directly to any section by selecting the appropriate link provided. The headings are for reference only. Some capitalised terms have specific definitions in section 3. Underlined words in this Agreement contain hyperlinks to further information.

For "send money" transactions, this Agreement applies individually to each transaction and is not a Framework Contract. Additionally, when using our other products or paying for a Money Transfer transaction in a currency other than Indonesian Rupiah, you are doing business with a different Wise entity on these same terms, as listed here. In those cases, your money will be held in accordance with the regulations and licenses applicable to such entity, as described here.

2. Why you should read this Agreement

2.1 What this Agreement covers. These are the terms and conditions on which we provide our Services to you.

2.2 Why you should read them. Please read this Agreement carefully before you start to use our Services. This Agreement (always together with the documents referred to in it) tells you who we are, how we will provide the Services to you, how this Agreement may be changed or ended, what to do if there is a problem and other important information. If you think that there is a mistake in this Agreement or require any changes, please contact us to discuss.

2.3 Other additional documents which apply to you. This Agreement refers to the following additional documents, which also apply to your use of our Services:

(a) Our Privacy Policy, which sets out the terms on which we process any personal data we collect about you, or that you provide to us. By using our Services, you consent to such processing and you promise that all data provided by you is accurate.

(b) Our Cookie Policy, which sets out information about the “cookies” on our Website.

(c) Our Acceptable Use Policy, which sets out the permitted uses and prohibited uses of our Services.

(d) Our Frequently Asked Questions ("FAQ") which provides answers to common customer questions.

(e) In order to receive some of our Services, you may be asked to agree to additional terms and conditions (including those referred to in section 29) which we will notify you about at the relevant time.

2.4 Additional documents. For clarity, the additional documents and the parts of this Agreement which incorporate the additional documents are not Framework Contracts.

2.5 Future changes to this Agreement. All future changes to the terms of this Agreement are incorporated into this Agreement..

2.6 You accept this Agreement. By visiting our Website and/or using our Services (including downloading and using our App, or via the API, a social media platform or other authorised third party), you confirm that you accept and agree to this Agreement (including the Customer Updates and the additional documents referred to above). If you do not agree, please do not use our Services.

3. Glossary

In this Agreement:

API means the application programming interface provided by Wise.

App means the mobile application software, the data supplied with the software and the associated media.

Business Day means a day other than a Saturday, Sunday or a public holiday in England when financial institutions in London are open for business.

Framework Contract means a contract for payment services which governs the future execution of individual and successive payment transactions and which may contain the obligation and conditions for setting up a payment account as defined in Bank Indonesia and PPATK.

Group Company means any entity that directly or indirectly controls, is controlled by, or is under common control with another entity.

Services means all products, services, content, features, technologies or functions offered by us and all related websites, applications (including the App), and services (including the Website and API).

Source Currency means the currency which you hold and/or fund your payment order with.

Target Currency means the currency which your recipient will receive.

Wise Account means the account you have opened with us in accordance with the terms of this Agreement.

Website means any webpage, including but not limited to, where we provide the Services to you.

4. Wise App and API

4.1 App subject to this Agreement and the Appstore Rules. We license the use of the App to you on the basis of this Agreement and subject to any rules and policies applied by any appstore provider or operator whose sites are located at App Store and Google Play. We do not sell the App to you. We remain the owners of the App at all times.

4.2 App updates. From time to time updates to the App may be issued through App Store or Google Play. Depending on the update, you may not be able to use our Services via the App until you have downloaded the latest version of the App and accepted any new terms.

4.3 Your right to use the App and the API. In consideration of you agreeing to abide by the terms of this Agreement, we grant you a non-transferable, non-exclusive licence to use the App on your device and the API subject to this Agreement. We reserve all other rights.

5. Who are we and how to contact us

5.1 Our company information. PT. Wise Payments Indonesia is a company incorporated under the laws of Indonesia with company number 022107270863 ("Wise", "we", "us", or "our" as applicable).

5.2 Our UK Registered office. Our registered office is GoWork, Plaza Indonesia Mall Lantai 5, Jl. M.H. Thamrin Kav. 28-30, Jakarta Pusat, 10350, Indonesia.

5.3 We are licensed by Bank Indonesia (No. 21/304/DKI/B/14-001) to conduct our operations as a Fund Transfer Operator to provide you money transfer services involving Indonesian Rupiah as the source currency.

5.4 How to contact us. You can contact us by email, web chat or telephone. Our contact details are provided on the "Contact" page of our Website.

6. Who can use our Services

6.1 You must be 18 years or over. If you are an individual, you must be 18 years or older to use our Services and by opening a Wise Account you declare that you are 18 years or older. We may ask you at any time to show proof of your age. You may only use our Services for personal purposes only.

6.2 Your use of the Wise Account must not violate any applicable laws. You commit to us that your opening and/or using a Wise Account does not violate any laws applicable to you. You take responsibility for any consequences of your breach of this section.

6.3 You must hold a bank account in an Indonesian bank. You agree to only use money held in your bank account with an Indonesian bank or other payment method authorised in Indonesia that is supported by Wise to fund the payment order. By completing a payment order involving Indonesian Rupiah as the source currency, you agree you exercise legal authority and control over the funds in such bank accounts.

7. Your Wise Account

7.1 About your Wise Account

(a) Your Wise Account allows you to send electronic money/payments.

(b) Unless you have our consent in writing, you must not allow anyone to operate your Wise Account on your behalf.

8. Getting started

8.1 Open a Wise Account. To start using our Services, you must open a Wise Account and provide your details as prompted.

8.2 Information must be accurate. All information you provide to us must be complete, accurate and truthful at all times. You must update this information whenever it changes. We cannot be responsible for any financial loss arising out of your failure to do so. We may ask you at any time to confirm the accuracy of your information and/or provide additional supporting documents.

8.3 Transacting on your own account. All activities under a Wise Account shall be deemed as activities carried out by the registered user. You shall only use the Services to transact on your own account and not on behalf of any other person or entity.

8.4 One account per person or entity. You may only open one Wise Account unless we have agreed in writing the opening of additional accounts. Wise may refuse the creation of duplicate accounts for the same user. Where duplicate accounts are detected, Wise may close or merge these duplicate accounts at its sole discretion.

9. Getting to know you

9.1 We are required by law to carry out all necessary security and customer due diligence checks on you (including any parties involved in your transaction for example, your recipient) in order to provide any Services to you. You agree to comply with any request from us for further information and provide such information in a format acceptable to us. In addition, you agree that we may make, directly or through any third party, any inquiries we consider necessary to validate the information you provided to us, including checking commercial databases or credit reports. You authorise us to obtain one or more of your credit reports, from time to time, to establish, update, or renew your Wise Account with us or in the event of a dispute relating to this Agreement and activity under your Wise Account.

10. Keep your Wise Account safe

10.1 Keep your Wise Account safe

(i) What to do. You must:

(a) Change your password regularly and ensure that it isn’t reused across other online accounts.

(b) Contact Customer Support if anyone asks for your Wise password.

(c) Always follow recommended password management practice, for example:

(d) Set up 2-step authentication where prompted (for further instructions please refer to our FAQ).

(e) Keep your e-mail account secure. You may reset your Wise Account password using your email address. Let Customer Support know immediately if your email address becomes compromised.

(ii) What NOT to do. You must NOT:

(a) Disclose your Wise Account password or your customer reference number (which starts with the letter P followed by a series of numbers). Keep them safe.

(b) Let anyone access your Wise Account or watch you accessing it.

(c) Use any functionality that allows your login details or passwords to be stored by the computer or browser you are using or to be cached or otherwise recorded.

(d) Do anything which may in any way avoid or compromise the 2-step authentication process.

10.2 Contact us if you suspect your Wise Account has been compromised. If you suspect your Wise Account or other security credentials are stolen, lost, used without your authorisation or otherwise compromised, you must contact Customer Support immediately, you are also advised to change your password. Any undue delays in notifying us may affect the security of your Wise Account and also result in you being responsible for financial losses.

11. Sending money

11.1 Setting up your payment order You must set up your payment order from your Wise Account. Your order may either be:

(a) a "Fixed Source Order" which is a payment order where you indicate that you wish to send and convert a fixed amount of Source Currency to your recipient who will receive the converted amount in the Target Currency; or

(b) a "Fixed Target Order" which is a transfer where you indicate that you wish to send and convert a fixed amount of Target Currency to your recipient from the Source Currency you pay into Wise.

You can only set up a Fixed Target Order for certain Source Currencies, you can find a list of these Source Currencies on our FAQ.

11.2 Information you need to provide to set up a payment order. To set up a payment order via your Wise Account, you need to provide certain information to us including (a) the full name of your recipient, (b) your recipient’s bank account details or their Wise Account details and (c) amount to be transferred and (d) additional documents when exceeding the monthly foreign exchange purchase / transfer limit as set out in 11.3.

Authorisation you need to provide to set up a payment order. When creating a payment order you agree to the IDR Authorization under section 26 below.

11.3 Payment order limits. In accordance with Bank Indonesia Regulation No. 24/7/PBI/2022 on Transaction in Foreign Exchange Market, purchasing foreign currency using Indonesian Rupiah or sending money using Indonesian Rupiah as the Source Currency, is subject to a limit. You can find more information about the limit that Wise applies to your remittance transaction in the Help Centre. If you exceed this limit, you will be required to provide us with additional documents, including documentation relating to relevant transactions and any other supporting documents we may request.

11.4 When is your payment order received. If your payment order is received by us after 5pm on a Business Day or not on a Business Day, your payment order will be deemed received on the following Business Day.

11.5 What happens after you have submitted your payment order. Once we have received your payment order, we will display it under the Activity section of your Wise account. Each payment order is given a unique transaction number which you can find there. You should quote this number when communicating with us about a particular payment order.

11.6 You need to provide us with sufficient funds before we can process your payment order. We will only process your payment order if we hold or have received sufficient cleared funds in your Wise Account. It is your responsibility to fund your payment order in a timely manner. We cannot be responsible for the time it takes for the money to be sent to us by your bank or payment service provider.

11.7 Verification checks may increase the time for processing your payment order. We carry out verification checks, and these checks may increase the time it takes to process your payment order. We cannot be responsible for any delays as a result of carrying out those checks.

11.8 Completion time of your payment order. The estimated completion time of your payment order is notified to you when you complete the setup of your payment order. You may also find further information about the completion time in the FAQ section of our Website, please refer to the applicable currencies in your payment order.

11.9 We will use reasonable efforts to ensure funds arrive at your recipient’s account within the notified timeframe. We will use reasonable efforts to ensure that the funds arrive in the recipient’s bank account or payment account within the timelines notified to you or otherwise specified in our FAQ section. We do not have any control over the time it may take for the recipient’s bank or payment provider to credit and make available funds to the recipient.

11.10 Refusal of your payment order. If we are unable to complete your payment order, we will let you know and, if possible, the reasons for the refusal and an explanation of how to correct any factual errors. However, we are not required to notify you if such notification would be unlawful.

11.11 You may cancel your payment order before your funds are converted. You may cancel your payment order by following the instructions set out in our FAQ. You cannot cancel your payment order once your funds have been converted into the Target Currency you requested.

11.12 You must ensure the information you provide to us is correct. You must make sure that the information you provide when setting up a payment order is accurate. If we have processed your order in accordance with the information you have provided to us it will be considered correctly completed even if you have made a mistake.

11.13 What happens if you provide us with incorrect information. If you provide incorrect information with your payment order, we will use reasonable efforts to recover the funds for you, and may need to charge you a fee for that.

12. Exchange Rates

12.1 The applicable exchange rate. We will let you know the exchange rate:

(a) when you place your payment order, if it is a guaranteed rate payment order; or

(b) when we have received your payment, if it is a non-guaranteed rate payment order.

12.2 Exchange rate

(a) When we refer to an exchange rate in this Agreement, it means the exchange rate at the relevant time for the relevant currency pair (for example, GBP to EUR, USD to AUD) that is offered by Wise, which is typically provided by a reference rate provider. We may change our reference rate provider from time to time without notice to you.

(b) For some currencies, we do not use the mid-market exchange rate, including where we are required to use a different reference rate for the exchange rate for your currency pair. For example, for currency conversions to Nigeria (NGN), we are required to use the rate set by the Central Bank of Nigeria. For these currencies we will notify you of the exchange rate offered by Wise when you initiate a Money Transfer.

Guaranteed Rates

We will notify you of the guaranteed rate and the guaranteed time period (the "Guaranteed Period") when you create your Money Transfer. Guaranteed Periods are subject to the following conditions:

  • (a) The Guaranteed Period may be extended if your Money Transfer is created over the weekend or public holiday.
  • (b) We must receive sufficient funds from you during the Guaranteed Period in order to convert your money at the guaranteed rate. You will see when we have received your money by logging into your Wise Account.
  • (c) If we receive your funds after the Guaranteed Period, we will not be able to convert your money using the guaranteed rate and your transfer will become a non-guaranteed rate transfer. Accordingly, we may convert your money at the applicable exchange rate at the time we receive your money or we will email you and ask you if you want to proceed with your transfer at the new exchange rate.
  • (d) If the relevant exchange rate (as provided by our reference exchange rate provider) changes by 5% or more during the Guaranteed Period, we can, at our option, suspend your transfer for a reasonable period of time or cancel your transfer and refund the money to you.
  • (e) For certain currencies, including where you are sending from Japanese Yen (JPY), the guaranteed rate will only be offered after your address has been verified by us.
  • (f) We may change these guaranteed rate conditions or suspend the guarantee rate feature at any time.

12.4 Auto Conversion. For certain currencies, you may be able to set one or more conversion orders to be automatically executed once the exchange rate you pick is offered by our Services (an “auto conversion order”). There may be limits to the number of auto conversion orders you are able to set up, as well as the amounts of money you can schedule to convert. Wise does not guarantee that it will be able to execute your auto conversion order in all circumstances. The auto conversation feature is to set up a preauthorised remittance payment transaction and is not a forward, derivative or other financial product or device. If you do not fund your preauthorised transfer it will be cancelled.

12.5 We are not a currency trading platform. Wise is not a currency trading platform, and accordingly, you should not use our Services, including the Wise Account or the auto conversion order function for this purpose (including creating multiple auto conversion orders or a series of Money Transfers without the intention of completing them or for seeking to profit from FX trading). If we detect that you are using our Services for this purpose, we may, at in our sole discretion, set a limit on the number of auto conversion orders you may create, cancel your orders, set a limit on the amount of money you can convert or transfer in one or more currencies or in the same currency, restrict your ability to use this or other features, or suspend or close your Wise Account and disgorge your gains.

13. Maintaining your Wise Account

13.1 Transaction history is displayed on your Wise Account. All your transactions (including your current Balance, money you have uploaded, received, sent and/or withdrawn) are recorded in the transaction history section of your Wise Account. You may access this information after you log in to your Wise Account. We have allocated a reference number to each transaction, you should quote this reference number when communicating with us about a particular transaction.

13.2 Check your Wise Account regularly. You must check your Wise Account regularly and carefully and contact us immediately if you don’t recognise a transaction or think we have made a payment incorrectly. You must tell us about any unauthorised or incorrectly executed transactions immediately, but no later than 13 months from the transaction; otherwise you may not be entitled to have any errors corrected.

13.3 Taxes. You are responsible for any taxes which may be applicable to payments you make or receive, and it is your responsibility to collect, report and pay the correct tax to the appropriate tax authority.

14. How much will you pay?

14.1 You must pay our fees. You must pay the fees in connection with the use of our Services. We will not process your transaction until we have received the fees from you.

14.2 You can see our fee structure on the Pricing page. We will let you know the exact amount payable by you when you set up your order. You can see our fee structure on the "Pricing" page. For clarity, the fees applicable to you as set out on the "Pricing" page forms part of this Agreement which may be subject to change as set out in section 22.

15. Closing your Wise Account

15.1 You may close your Wise Account at any time. You may end this Agreement and close your Wise Account at any time by contacting our Customer Support.

15.2 You must not close your Wise Account to avoid an investigation. You must not close your Wise Account to avoid an investigation. If you attempt to close your Wise Account during an investigation, we may hold your money until the investigation is fully completed in order to protect our or a third party’s interest.

15.3 You are responsible for your Wise Account after closure. You agree that you will continue to be responsible for all obligations related to your Wise Account even after it is closed.

16. Intellectual property rights

16.1 While you are using our Services, you may use the Wise Materials only for your personal use and solely as necessary in relation to those Services.

16.2 "Wise Materials" include any software (including without limitation the App, the API, developer tools, sample source code, and code libraries), data, materials, content and printed and electronic documentation (including any specifications and integration guides) developed and provided by us or our affiliates to you, or available for download from our Website. You may not, and may not attempt to, directly or indirectly:

  1. transfer, sublicense, loan, sell, assign, lease, rent, distribute or grant rights in the Service or the Wise Materials to any person or entity;
  2. remove, obscure, or alter any notice of any of our trade marks, or other "intellectual property" appearing on or contained within the Services or on any Wise Materials;
  3. modify, copy, tamper with or otherwise create derivative works of any software included in the Wise Materials; or
  4. reverse engineer, disassemble, or decompile the Wise Materials or the Services or apply any other process or procedure to derive the source code of any software included in the Wise Materials or as part of the Services.

17. Our responsibility for loss or damage

17.1 We are responsible to you for foreseeable loss and damage caused by us. If we do not reasonably meet our commitments to you, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during your account sign up process.

17.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.

17.3 We are not liable for business losses. If you use our Services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

17.4 We are not liable for technological attacks. We will not be liable for any loss or damage caused by a virus, or other technological attacks or harmful material that may infect your computer equipment, computer programmes, data or other proprietary material related to your use of our Services.

17.5 We have no control over websites linked to and from our Website. We assume no responsibility for their content or any loss or damage that may arise from your use of them.

17.6 Our liability to you for unauthorised payments or our mistake. In case of an unauthorised payment or mistake due to our error, we shall at your request immediately refund the payment amount including all fees deducted by us. This shall not apply:

(a) where your Wise Account, or its personalised security features, are lost, stolen or misappropriated. You will be liable for the first GBP 35 of any unauthorised payments if we believe you should have been aware of the loss, theft or unauthorised use. We will not hold you liable for the first GBP 35 if the unauthorised payment was caused either by our acts or omissions, or those of a third party expressly carrying out activities on our behalf. Your liability for the first GBP 35 also does not apply to any unauthorised transactions made after you have notified us that your Wise Account may have been compromised (using the details we’ve given you);

(b) if you have acted fraudulently, in which case we will not refund you in any circumstances;

(c) if you do not quickly notify us of security issues on your Wise Account (e.g. loss of your password), you remain liable for losses incurred up to your notification to us;

(d) if the payment transaction was unauthorised but you have with intent or gross negligence compromised the security of your Wise Account or failed to comply with your obligations to use your Wise Account in the manner set out in this Agreement. In such a case you shall be solely liable for all losses; or

(e) if you don’t let us know about the unauthorised or incorrectly completed transaction within 13 months from the date of the payment transaction.

17.7 You are responsible for checking your Wise Account regularly. We rely on you to regularly check the transactions history of your Wise Account and to contact Customer Support immediately in case you have any questions or concerns.

17.8 We are not liable for things which are outside of our control. We (and our affiliates) cannot be liable for our inability to deliver or delay as a result of things which are outside our control.

17.9 You are liable for breaking this Agreement or applicable laws. In the event of loss, claims, costs or expenses (including reasonable legal fees) arising out of your breach of this Agreement, any applicable law or regulation and/or your, or any authorised third parties’, use of our Services, you agree to defend, compensate us and our affiliates and hold us harmless. This provision will continue after our relationship ends.

17.10 What happens if you owe us money? In the event you are liable for any amounts owed to us, we may immediately remove such amounts from your Wise Account (if available). If there are insufficient funds in your to cover your liability, we reserve the right to collect your debt to us by using any payments received in your Wise Account and otherwise you agree to reimburse us through other means. We may also recover amounts you owe us through other collection avenues, including, without limitation, through the use of a debt collection agency. We may recover all reasonable costs or expenses (including reasonable attorneys' fees and expenses) incurred in connection with the enforcement of this Agreement.

18. Accessing our services

18.1 We will try to make sure our Services are available to you when you need them. However, we do not guarantee that our Services will always be available or be uninterrupted. We may suspend, withdraw, discontinue or change all or any part of our Service without notice. We will not be liable to you if for any reason our Services are unavailable at any time or for any period. You are responsible for making all arrangements necessary for you to have access to our Services. If you have granted permission to a third party to access your account, we may refuse access to that third party if we are concerned about unauthorised or fraudulent access by that third party. We will give you notice if we do this, either before or immediately after we refuse access, unless notifying you would be unlawful or compromise our reasonable security measures.

19. Information security

19.1 You are responsible for configuring your information technology, computer programmes and platform in order to access our Services. You should use your own virus protection software. We cannot guarantee that our Services will be free from bugs or viruses.

19.2 You must not misuse our Services. You must not misuse our Services by introducing viruses, trojans, worms, logic bombs or other materials which are malicious or technologically harmful. You must not attempt to gain unauthorised access to our Website, our servers, computers or databases. You must not attack our Website with any type of denial of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Website and/or our Services will cease immediately.

20. Linking to our site

20.1 You may link to our Website provided you follow certain rules. You may link to our Website, provided:

(a) you do so in a way that is fair and legal and does not damage our reputation or take advantage of it;

(b) you do not suggest any form of association, approval or endorsement on our part where none exists;

(c) you do not frame our Website on any other site; and

(d) the website complies with our Acceptable Use Policy.

We reserve the right to withdraw linking permission without notice.

21. When we can end this Agreement or suspend our Services

21.1 We may end this Agreement by giving you two months notice. We may end this Agreement and close your Wise Account or any service associated with it by giving you two months’ prior notice.

21.2 We may suspend or close your Wise Account without notice in certain circumstances. We may at any time suspend or close your Wise Account and/or end this Agreement without notice if:

(a) you breach any provision of this Agreement or documents referred to in this Agreement;

(b) we are requested or directed to do so by any competent court of law, government authority, public agency, or law enforcement agency;

(c) we have reason to believe you are in breach of any applicable law or regulation; or

(d) we have reason to believe you are involved in any fraudulent activity, money laundering, terrorism financing or other criminal or illegal activity.

21.3 We may suspend your Wise Account for security reasons. We may suspend your Wise Account or restrict its functionality if we have reasonable concerns about:

(a) the security of your Wise Account; or

(b) suspected unauthorised or fraudulent use of your Wise Account.

21.4 We will give you notice of suspension where possible. We will give you notice of any suspension or restriction and the reasons for such suspension or restriction as soon as we can, either before the suspension or restriction is put in place, or immediately after, unless notifying you would be unlawful or compromise our reasonable security measures. We will lift the suspension and/or the restriction as soon as practicable after the reasons for the suspension and/or restriction have ceased to exist.

21.5 You cannot use the App if this Agreement ends. On termination for any reason all rights granted to you in connection with the App shall cease, you must immediately delete or remove the App from your devices.

22. Our right to make changes

22.1 We may change this Agreement by giving you at least two (2) months’ prior written notice. If we do this, you can terminate this Agreement immediately by providing written notice to us during the notice period. If we do not hear from you during the notice period, you will be considered as having accepted the proposed changes and they will apply to you from the effective date specified on the notice.

22.2 In some instances, we may change this Agreement immediately. Despite section 26.1, changes to this Agreement which are (1) more favourable to you; (2) required by law; or (3) related to the addition of a new service, extra functionality to the existing Service; or (4) changes which neither reduce your rights nor increase your responsibilities, will come into effect immediately if they are stated in the change notice. Changes to exchange rates shall come into effect immediately without notice and you shall not have the right to object to such a change.

23. How we may contact you

23.1 We usually contact you via email. For this purpose, you must at all times maintain at least one valid email address in your Wise Account profile. You should check for incoming messages regularly and frequently, these emails may contain links to further communication on our Website. If you don’t maintain or check your email and other methods of communications, you will miss emails about your transactions and our Services. We cannot be liable for any consequence or loss if you don’t do this. If we have reasonable concerns either about the security of your Wise Account, or any suspected or actual fraudulent use of your Wise Account, we will contact you via telephone, email, or both (unless contacting you would be unlawful or compromise our reasonable security measures).

23.2 Other ways we may contact you. In addition to communicating via email, we may contact you via letter or telephone where appropriate. If you use any mobile services, we may also communicate with you via SMS. Any communications or notices sent by:

  1. Email will be deemed received by you on the same day if it is received in your email inbox before 5pm on a Business Day. If it is received in your email inbox after 5pm on a Business Day or at any other time, it will be deemed received on the next Business Day.
  2. Post will be deemed received three days from the date of posting for UK post or within five days of posting for international post.
  3. SMS will be deemed received the same day.

23.3 Where legislation requires us to provide information to you on a durable medium, we will either send you an email (with or without attachment) or send you a notification pointing you to information on our Website in a way that enables you to retain the information in print format or other format that can be retained by you permanently for future reference. Do keep copies of all communications we send or make available to you.

23.4 This Agreement is made in the English language. Documents or communications in any other languages are for your convenience and only the English language version of them are official.

24. Complaints

24.1 To make a complaint, please send us an email and include:

  • your Wise membership number (beginning with P)
  • the payment order number(s), if your complaint is about a specific transfer
  • what your complaint is about
  • what you’d like us to do to fix it

24.2 What happens after I make a complaint. Wise will:

  • email you that we got your complaint
  • ask for any extra information, if we need it
  • investigate your case and your concerns, referring to the Terms and Conditions
  • email you to explain what actions we took and why

We’ll look into your case as quickly as possible, and will aim to send you a final response within 20 (twenty) business days. In some cases, we can take up to 40 (forty) business days to investigate your case.

24.3 If your complaint has not been resolved or responded to, you can forward your complaint to Bank Indonesia. Please contact us directly regarding all complaints to look for a resolution before approaching Bank Indonesia as a point of escalation.

25. Other important terms

25.1 Nobody else has any rights under this Agreement. This Agreement is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end or make any changes to this Agreement.

25.2 We may transfer this Agreement to someone else. You may not transfer, assign, mortgage, charge, subcontract, declare a trust over or deal in any other manner with any or all of your rights and obligations under this Agreement (including the Wise Account) without our prior written consent. We reserve the right to transfer, assign or novate this Agreement (including the Wise Account) or any right or obligation under this Agreement at any time without your consent. This does not affect your rights to close your Wise Account under section 19.

25.3 If a court finds part of this Agreement illegal, the rest will continue in force. Each of the paragraphs of this Agreement operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

25.4 Even if we delay in enforcing this Agreement, we can still enforce it later. If we delay in asking you to do certain things or in taking action, it will not prevent us taking steps against you at a later date.

25.5 This Agreement supersedes any other previous agreements. This Agreement supersedes and extinguishes all previous agreements between you and Wise, whether written or oral, relating to its subject matter.

25.6 Which laws apply to this Agreement and where you may bring legal proceedings. This Agreement is governed by English law. Any dispute between you and us in connection with your Wise Account and/or this Agreement may be brought in the courts of England and Wales.

26. IDR Authorisation

This section sets out the terms in relation to any transfer from Indonesian Rupiah. By making any such transfer, you are making the following authorisation and declaration:

By continuing, I authorise this transfer on the terms set out below.

I, declare that I:

  1. authorise PT. WISE PAYMENTS INDONESIA and its remittance partners to carry out foreign exchange services on my behalf;
  2. will not purchase or remit any funds exceeding the limit indicated in section 11.3, but if I do I will comply with point (3), below;
  3. am wholly responsible for the authenticity and accuracy of any underlying transfer documents that I need to provide as stipulated in Bank Indonesia Circular Letter No. 242/10/PADG/2022 and will not purchase foreign currency using Indonesian Rupiah exceeding the nominal amount mentioned in the underlying documents;
  4. by creating and logging into my Wise Account, I acknowledge and will comply with this IDR Authorisation, Customer Agreement and Bank Indonesia Regulation No. 24/7/PBI/2022 on Transaction in Foreign Exchange Market and Bank Indonesia Circular Letter No. 242/10/PADG/2022 concerning Implementation Regulation on Transaction in Foreign Exchange, as applicable.

I give my consent to use this authorisation and the documents referenced above to fulfill foreign exchange transfers to Indonesian Rupiah that I initiate.