Last updated: 05 March 2020
This Agreement contains 25 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.
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:
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 25) 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” for the purpose of the EU Payment Services Directive (EU) 2015/2366 or any implementation of that directive in the EU or EEA (including the UK Payment Services Regulations 2017).
2.5 Future changes to this Agreement. All future changes set out in the Customer Updates section of our Website at the time you sign-up for our Services 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.
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.
Bank Partner means an Authorised Dealer I (AD1) category bank in India for which Wise has obtained approval from Reserve Bank of India (“RBI”) to offer Services to Indian residents.
Business Day means a day other than a Saturday, Sunday or a public holiday in Mumbai, India when financial institutions are open for business.
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) under the approval received by Wise from Reserve Bank of India (RBI) for facilitating outward remittances from India under the guidelines set out by RBI in the FED Master Direction No. 19 2015/2016 as listed here.
Source Currency means the currency which you 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 www.wise.com, where we provide the Services to you.
4.1 App subject to this Agreement and the App store 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.
5.1 Our company information. Wise is the trading name of TransferWise Limited, a company incorporated under the laws of England and Wales with company number 07209813 ("Wise", "we", "us", or "our" as applicable).
5.2 Our UK Registered office. Our registered office is 6th Floor, TEA Building, 56 Shoreditch High Street, London, E1 6JJ, United Kingdom.
5.3 We are authorised by the FCA. We are an Electronic Money Institution authorised by the UK Financial Conduct Authority ("FCA") under the Electronic Money Regulations 2011 for the issuing of electronic money and providing payment services. Our FCA reference number is 900507.
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.
6.1 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.
6.2 You must have authority to enter into this agreement.
6.3 Your use of the Wise Account must not violate any applicable laws. You commit to us that your opening and/or using of a Wise Account does not violate any laws applicable to you. You take responsibility for any consequences of your breach of this section.
6.4 You are a resident Indian and hold a resident bank account in India that will be the source of funds for transfers using the Service.
6.5 You hold a valid Permanent Account Number (“PAN”).
6.6 You have not exceeded/will not exceed the annual transaction limit as prescribed and updated by Reserve Bank of India under Liberalised Remittance Scheme (“LRS”) from time to time.
7.1 About your Wise Account
7.2 The Service enables you to use the Wise Account for the transmission of funds to recipients (“Recipients”) located in other countries in a currency other than Indian Rupees (“INR”) under the guidelines set out by RBI in the FED Master Direction No. 19 2015/2016 as listed here. Funds are transmitted to Recipients via electronic funds transfer, wire transfer or other electronic methods. The Service, as described herein, may be amended by us at any time, upon notice, as set forth above. Moreover, we retain full discretion to refuse to accept any user or to complete any instruction to send money (a “Transaction”) at any time.
7.3 UK Financial Services Compensation Scheme DOES NOT apply. For further information on how we look after your money, please visit FAQ.
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.
9.1 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 and our Bank Partner to obtain your PAN and its copy, one or more of your identity proofs, address proofs, credit reports (including but not limited to annual LRS limit usage recorded against your PAN), 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.
10.1 Keep your Wise Account safe
What to do. You must:
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.
11.1 Setting up your payment order You must set up your payment order from your Wise Account. Your order may either be:
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.
11.3 Payment order limits. We may place limits on the amount you may send per transfer and per annum based on directives received from RBI from time to time. For more information on the applicable limits, please visit our FAQ.
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 send you a confirmation by email. Each payment order is given a unique transfer number and is shown in the transaction history on your Wise Account. You should quote this transfer 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 have received sufficient cleared funds in Wise Account held with our Bank Partner. 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.
11.14 Reporting to RBI for completed transfers under LRS scheme will be done by our Bank Partner. We shall provide Bank Partner with a pre-filled digital A2 form for such transactions on your behalf to comply with the reporting requirements of RBI.
12.1 The applicable exchange rate. We will let you know the exchange rate:
12.2 Exchange rate
12.3 Guaranteed rates. We offer automatic guaranteed rates on certain payment orders based on the table and subject to the conditions here, which may be changed from time to time.
13.1 Transaction history is displayed on your Wise Account. All your transactions sent 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.
14.1 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 fees 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.
14.3 We can make deductions from your transaction amount. You agree that we are authorised to deduct our fees, any applicable reversal amounts, and/or any amounts you owe us from your funds received for the transaction. If you don’t have enough money in your Wise Account to cover these amounts, we may refuse to execute the relevant transaction or provide any Services to you.
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.
15.3 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.
15.4 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.
16.1 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:
16.3 “Wise.com” and “Wise,” are all logos related to the Services that are either trademarks of Wise or Wise’s licensors. You may not copy, imitate, modify or use them without Wise’s prior written consent. In addition, all page headers, custom graphics, button icons, and scripts are service marks, trademarks, and/or trade dress of Wise. You may not copy, imitate, modify or use them without our prior written consent. All right, title and interest in and to the Wise Materials, Wise websites, any content thereon, the Services, the technology related to the Services, and any and all technology and any content created or derived from any of the foregoing is the exclusive property of Wise and its licensors.
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:
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 unlikely event of loss or claims or costs and expenses arising out of your breach of this Agreement, any applicable law or regulation and/or your use of our Services, you agree to 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 reserve the right to collect your debt to us by using any payments received from you and otherwise you agree to reimburse us through other means. We may also recover amounts you owe us through legal means, including, without limitation, through the use of a debt collection agency.
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.
19.1 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 cooperate 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.
20.1 You may link to our Website provided you follow certain rules. You may link to our Website, provided:
We reserve the right to withdraw linking permission without notice.
21.1 We may end this Agreement by giving you prior notice. We may end this Agreement and close your Wise Account or any service associated with it by giving you 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:
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:
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 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.
22.1 We may change this Agreement by giving you 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 22.1, 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.
23.1 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:
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 If you need a copy of the current Agreement or any other relevant document, please contact Customer Support.
23.5 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.
24.1 If you have any complaints about us or our Services, you may contact us following our customer complaint procedure.
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 15.
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.