- City Exchange is licensed and regulated by the Central Bank of the UAE (CBUAE).
- All transactions are processed in UAE Dirhams (AED). Refunds, if applicable, will be made in AED only.
- City Exchange may request customer identification documents such as Emirates ID, Passport with Visa, or any other ID approved by the regulator for all transactions.
- Customers must verify all details before proceeding. Once a transaction is completed, City Exchange is not responsible for any error unless reported within the prescribed claim period.
- Currency exchanges are final and non-reversible. City Exchange does not handle foreign currency coins.
- All transactions are subject to Anti-Money Laundering (AML) and Counter Financing of Terrorism (CFT) regulations. Customers must provide necessary documents upon request.
- Any changes in service terms, charges, or branch locations will be communicated at least 60 days in advance via email, SMS, website, social media, and physical notices.
- By proceeding with any service, customers waive their right to a cooling-off period. This applies to all remittance, forex, WPS, and value-added services.
- Transaction completion times may vary due to internal or external factors, including regulatory checks or partner bank processes.
- City Exchange reserves the right to refuse services in case of inaccurate, incomplete, or noncompliant information.
- Customer data is collected and processed securely in accordance with UAE privacy laws. Disclosures will only be made if required by law or regulatory authorities.
- Products and services offered through all channels (branch, digital, or other platforms) are subject to service charges and conversion rates, if applicable.
- Service charges are available on our website: https://www.cityexchangeuae.com and may vary based on the product/service and the transaction value.
- Correspondent and/or intermediary charges may apply in certain countries and will be deducted at the receiving end.
- City Exchange will strictly adhere to regulatory guidelines when refunding unclaimed funds.
- By signing the receipt, the customer confirms and acknowledges the correctness, authenticity, and legality of all transaction details and assumes responsibility for the same.
- City Exchange shall inform the customer of the estimated transfer time prior to performing the remittance transaction. However, delivery times may differ due to circumstances beyond our control.
- City Exchange reserves the right to use intermediary banks and financial institutions of its choice for the execution of transfers.
- City Exchange will not disclose customer confidential information to any third party unless required by applicable law or regulation, within or outside the UAE.
- Communication with customers will occur only through official City Exchange channels. Customers must not share passwords, login credentials, OTPs, or any sensitive information with third parties, as this may lead to fraud.
- By using City Exchange services, customers agree not to engage in prohibited or illegal activities.
- City Exchange reserves the right to modify these Terms of Service periodically at its sole discretion.
- Customers must notify City Exchange immediately of any suspected fraud, unauthorized transactions, or discrepancies in account activity.
- City Exchange may suspend or terminate services in the event of regulatory non-compliance, suspicious activity, or breach of terms by the customer.
- Customers are encouraged to retain transaction receipts and confirmations for future reference or claims.
Warnings
- Additional charges may apply from correspondent or beneficiary banks.
- Delays may occur due to increased scrutiny by financial institutions or regulatory bodies.
- Transactions may be blocked if deemed suspicious. You are responsible for providing supporting evidence if required.
- Re-issuance or corrections may incur service fees and will follow prevailing exchange rates.
- City Exchange is not liable for any loss caused by unauthorized disclosure of personal credentials like passwords or PINs
- Correspondent and/or intermediary charges are applicable to certain countries and the charges will be deducted at the receiving end.
- Any customer-initiated amendments or re-issuance of remittance transactions, for any reason, are subject to our standard charges and settlement of rate differences, if applicable.
- Refunds for cancelled transfers or unpaid remittance transactions, for any reason, will be processed at the prevailing market buying rate or transaction rate, whichever is lower. This excludes sending charges, deductions from the beneficiary bank, cancellation fees, and any other associated expenses.
