Last updated: 02 February 2022
This Agreement contains 21 sections. You may go directly to any section by selecting the appropriate link below. The headings are for reference only. Some capitalised terms have specific definitions in section 21. Underlined words in this Agreement contain hyperlinks to further information.
Please read this Agreement carefully before you start to use our Services. This Agreement (always together with the documents referred to in it) tell 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.
By using our Services, you confirm that you accept and agree to follow this Agreement. If you do not agree, you must not use our Services.
We recommend that you print a copy of this Agreement for future reference. You can always view the most current version on our Website.
This Agreement refers to the following additional documents, which also apply to your use of our Services:
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 (“Appstore Rules”). We do not sell the App to you. We remain the owners of the App at all times.
From time to time updates to the App may be issued through the Appstore. 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.
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 subject to this Agreement and the Appstore Rules. We reserve all other rights.
Wise Payments Malaysia Sdn. Bhd. (formerly known as TransferWise Malaysia Sdn. Bhd.) is a company incorporated under the laws of Malaysia with company number 201701025297 (“Wise”, “we”, “us”, or “our” as applicable).
Our registered office is at Level 19-1, Menara Milenium, Jalan Damanlela, Pusat Bandar Damansara, 50490 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia while we operate out of Lot 4-401 & 4-402, Level 4, The Starling Mall, No. 6, Jalan SS21/37, Damansara Utama, 47400 Petaling Jaya, Selangor.
Please note that when paying for a “Money Transfer” transaction in a currency other than the Malaysian ringgit, you may be 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.
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 require at any time that you provide evidence of your age.
If you are not a consumer, you confirm that you have authority to bind any business or corporation on whose behalf you use our Website or Services, and that business or corporation accepts these terms.
You may only open a Wise Account if it is legal to do so in your country of residence. By opening a Wise Account you commit to us that your opening of and maintaining a Wise Account does not violate any applicable laws or regulations. You take responsibility for any consequences of your breach of this section.
In order to use our Services, you must first open a Wise Account by registering your details. As part of the signup process you will need to accept this Agreement.
For legal reasons, all information you provide during the signup process or any time thereafter must be complete, accurate and truthful. You must update this information whenever it changes. We may refuse to provide, or discontinue, the Services to any person or entity at any time for any reason.
We treat all activities under a Wise Account to be those of the registered user. You must only use the Services to transact on your own account and not on behalf of any other person or entity.
You may only open one Wise Account unless we explicitly approve 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 without notification to you.
For individual customers, the maximum amount that your Wise Account can hold at any time is 20,000 Malaysian Ringgit (MYR) (or such equivalent aggregate amount in foreign currencies). Please visit FAQ or contact us if you have any questions about these limits or require further information on the limits on your Wise account.
We may at our sole and absolute discretion reject your request for a payment transaction, or refund a payment or other transaction, for any reason whatsoever, including without limitation, where your Wise account would cause the aggregate amount of your balance, directly or indirectly to exceed any value permitted under the prevailing laws and regulations or any other regulatory or risk limit prescribed for that Wise Account.
You will not be able to make foreign currency to foreign currency transactions to another Malaysian resident.
For business customers, the terms that govern the use of your Wise Account are here.
We use safeguarding to protect your money. As required by the regulations, Wise keeps your money in established financial institutions. Your money is deposited in MYR (or in MYR equivalent) into the dedicated and segregated account with Oversea-Chinese Banking Corporation Limited (OCBC Bank) held by Pacific Trustee as our safeguarding institution.
If money in your Wise Account is held in currency(ies) other than MYR, we will convert such money to MYR using either Reuters mid-market rates or where Reuters mid-market rates are unavailable, XE mid-market rates, before placing such MYR or MYR equivalent amounts with OCBC for safeguarding. We do not offer interest on monies in your balances. Interest on monies held on trust are not payable to you. All monies in the dedicated customer segregated account are held on trust by us for you. Such monies in the dedicated customer segregated account are always kept separately from the accounts we use to run Wise, and we will not use the money held in such accounts to repay any debts that we may owe to any other party. If we were to become insolvent, you will be able to make a claim for your funds from the segregated account. We’d return your money in the Wise Account to you in MYR, and where your monies held in the Wise Account is held in currency(ies) other than MYR, we will use the Reuters mid-market rates or where Reuters mid-market rates unavailable, XE mid-market rates, to determine the MYR equivalent amount to be paid to you on the day when payout instruction is given. Please note that you may not get all your money back in MYR equivalent if (i) the funds in the dedicated and segregated account held by us with OCBC are insufficient to meet the payout instruction; or (ii) if the safeguarding institution becomes insolvent.
For further information on how we safeguard your money, please visit FAQ.
You acknowledge that we are required by law to carry out all necessary security and customer due diligence checks on you in order to provide the Services to you. You may need to provide additional information (in a format acceptable to us) so we can verify your identity as a condition of processing your payment order, opening your Wise Account, or otherwise providing our Services to you. We may make, directly or through any third party, any inquiries we consider necessary to validate information that you provide 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/or activity under your Wise Account.
You must ensure that the information recorded on your Wise Account is always accurate and up to date, and we shall not be liable for any loss arising out of your failure to do so. We may ask you at any time to confirm the accuracy of your information or to provide documents or other evidence.
We may contact you by email or in other ways described in section 17 with information or notices regarding your Wise Account. If you don't maintain or check your email and other methods of communications, you may miss emails and/or other communications about your transactions and our Services. We shall not be liable for any consequence or loss arising from this.
Never disclose your Wise Account password or your customer reference number (which starts with the letter 'P', followed by a series of numbers) to any third party. Keep them safe. Change your password regularly. We will never ask you to provide your password to us or to a third party. Tell us if anyone asks for your password and contact Customer Support if you are not sure. Follow recommended practices on passwords, for example: https://support.google.com/accounts/answer/32040. You must never let anyone access your Wise Account or watch you access it.
You must make sure that your e-mail account(s) are secure and only accessed by you, as your e-mail address may be used to reset passwords or to communicate with you about the security of your Wise Account. Let Customer Support know immediately if your email address becomes compromised.
Never use any functionality that allows login details or passwords to be stored by the computer or browser you are using or to be cached or otherwise recorded.
Additional Wise products or services you use may have additional security requirements and you must familiarise yourself with those as notified to you.
If you suspect your Wise Account, login details, password or other security feature is stolen, lost, used without authorisation or otherwise compromised, you are advised to change your password. We rely on you to regularly check the transactions history of your Wise Account. Contact Customer Support immediately in case of any unauthorised, incorrect, or misdirected transaction, or if you suspect that your Wise Account has been compromised. Any undue delay in notifying us may not only affect the security of your Wise Account but may result in you being responsible for financial losses.
We may suspend your Wise Account or otherwise restrict its functionality if we have concerns about:
We will notify you of any suspension or restriction of your Wise Account and of the reasons for such suspension or restriction as soon as we can, unless notifying you would be unlawful or compromise our reasonable security interests. We will lift the suspension and/or restriction as soon as practicable after the reasons for the suspension and/or restriction have ceased to exist.
You are responsible for all losses relating to an unauthorised transaction from your Wise Account if you have acted fraudulently or failed, either intentionally or through gross negligence, to use your Wise Account in accordance with the terms of this Agreement.
You must submit payment orders online via 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 Frequently Asked Questions
To set up a payment order via your Wise Account, you need to provide certain information to us including
If you are not a foreign worker, your payment order must not exceed an aggregate amount of MYR 30,000 or other currency equivalent per day. If you are a foreign worker, your payment order must not exceed an aggregate limit of MYR 5,000 per month. We may vary this limit from time to time by notification to you on our Website.
Once we have received your payment order, we will send you a confirmation by email that we have received it. Each payment order is given a unique transaction ID and is shown in the transaction history on your Wise Account. You should quote this transaction ID when communicating with us about a particular payment order.
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.
We will only process your payment order once we have received the relevant funds and fees from you. It is your responsibility to fund your payment order in a timely manner. We can not be responsible for the time it takes for the money to be sent to us by your bank or payment service provider.
We carry out verification checks as described above, 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.
The estimated completion time of your payment order is notified to you when you complete your payment order. You may also find further information regarding the completion time in the "Frequently Asked Questions" section of our Website, please refer to the applicable currency of your payment order.
We will use reasonable efforts to ensure that the Funds arrive at the recipient's bank account or payment account within the timelines notified to you or otherwise specified in our "Frequently Asked Questions" 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.
If we are unable to complete your payment order, we will let you know and, if possible, inform you of the reasons for such refusal and explain how to correct any factual errors. However, we are not required to notify you if such notification would be unlawful.
You may cancel your payment order by following the instructions set out in our "Frequently Asked Questions" section. You cannot cancel your payment order once the Funds have been converted into the Target Currency you requested.
You must make sure that the information you provide when setting up a payment order is accurate. If we have processed an order in accordance with the information you have provided to us it will be considered correctly completed even if you have made a mistake.
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.
You can fund your payment order using the payment method(s) indicated to you when you place the payment order with us. There may be financial limits for particular payment methods or currencies, please visit the "Frequently Asked Questions" section for more information.
You may only use a payment instrument (such as bank accounts, credit cards or debit cards) to fund your payment order if it is in your name. To keep all our customers safe, we take any violation of this requirement very seriously and will treat any attempt to add a payment instrument of which you are not the named holder as a fraudulent act.
9.1 The applicable exchange rate. We will let you know the exchange rate:
9.2 Exchange rate
9.3 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:
9.4 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.
9.5 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.
9.6 Refusing a currency conversion order. We reserve the right in our sole discretion to refuse any currency conversion order. Reasons for refusal may include but are not limited to incorrect information about the recipient, insufficient available funds, or where we believe you may have violated this Agreement, including we believe you are attempting to engage in currency trading or other trading for purposes not permitted by this Agreement. We will endeavour to notify you of any refusal, using the contact information in your Wise AccountProfile, stating (where possible) the reasons for such refusal and explaining how to correct any errors. However, we will not notify you if such notification may be unlawful.
The fees for your payment order will be notified to you when you place your payment order. You may also view the fee structure in the "Pricing" section of our Website. For clarity, the fees applicable to you in the "Pricing" section of our Website form part of this Agreement and are subject to change in accordance with section 16.
You agree to pay the relevant fees using your chosen payment method when you send the Funds to us. We will not process your payment order until we have received the applicable fees from you.
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.
"Wise Materials" includes any software (including without limitation 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 for download from our Website. You may not, and may not attempt to, directly or indirectly:
If we do not reasonably meet our commitments to you, we are responsible for loss or damage you suffer. We are not responsible for any loss or damage that is not foreseeable.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so for example for fraudulent misrepresentation.
We only provide our Services to you for your personal and private use. 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.
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 programs, data or other proprietary material related to your use of our Services.
We have no control over websites linked to and from our Website and so we assume no responsibility for their content or any loss or damage that may arise from your use of them.
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:
Section (a) above shall not apply to payment orders made after you have notified us, in which case we shall remain liable and refund any unauthorised transaction immediately to you.
In addition, 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.
In the case of any incorrect or misdirected payment, we will try to help you with tracing and recovering such payments.
We (and our affiliates) cannot be liable for our inability to deliver or delay as a result of things which are outside our control.
You are liable for breaching 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.
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.
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.
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 virus.
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, among others, the Computer Crimes Act 1997 of Malaysia. 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.
You may link to our Website, provided:
We reserve the right to withdraw linking permission without notice.
We may, at any time, terminate your Wise Account or any service associated with it without giving any prior notice or reason for doing so. You may terminate your Wise Account with us at any time by contacting Customer Support.
We may at any time suspend or terminate your Wise Account without notice if:
We may suspend your Wise Account at any time if:
we will let you know as soon as we can if we need to suspend your Wise Account, unless notifying you would be unlawful or compromise our reasonable security interests.
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.
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 date two (2) months after your receipt of the notice.
Changes to this Agreement which are (1) more favourable to you; (2) is required by law; or (3) relates to the addition of a new service or extra functionality to the existing Service; or (4) any other change which neither reduces 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.
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.
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:
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.
If you need a copy of the current Agreement or any other relevant document, please Customer Support
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.
If you have any complaints about us or our Services, you may contact us in accordance with our customer complaint procedure.
Except to the extent that the applicable laws and regulations of your jurisdiction allow otherwise (for instance, you may have statutory rights in your jurisdiction), this Agreement is governed by Malaysian law. Any dispute between you and us in connection with your Wise Account and/or this Agreement may be brought in the courts of Malaysia.
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 from any other person in order to end or make any changes to this Agreement.
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.
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.
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.
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.
Which laws apply to this Agreement and where you may bring legal proceedings. Except to the extent that the applicable laws and regulations of your jurisdiction allow otherwise (for instance, you may have statutory rights in your jurisdiction), 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.
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 Kuala Lumpur when financial institutions in Kuala Lumpur are open for business.
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).
Source Currency mean the currency which you hold and/or fund your payment order.
Target Currency means the currency which your recipient will receive.
Website means any URL, including but not limited to www.wise.com, where we provide the Services to you.