The Refund Policy included in section 6 of the Terms and Conditions is the legal agreement between a service provider and a person who wants to use that service. The person must agree to abide by the terms of service in order to use the offered service.
Last Updated: 20th October 2020
Version Number: 1.2
According to our T&C :https://alphatransfers.co.uk/terms-and-conditions/?lang=en
also found on this website, please refer to chapter 6 :
6.Liability and refunds.
6.1 The extent of your liability as payer for any losses you incur in respect of an unauthorised
6.1.1 arising from the use of lost or stolen, or from the misappropriation of, personalised
security features or a set of procedures agreed between us and you, for your use in order to
give us payment instructions is a maximum of £35. Subject to clause 6.1.2, we won’t hold
you responsible up to £35 where:
(a) the loss or theft of the personalised security features or set of procedures agreed between
us and you was not detectable by you prior to the payment transaction; or
(b) the loss was caused by the acts or omissions of our employees, agent or branch, or an
entity which carried out activities on our behalf, or
6.1.2 where you have acted fraudulently or have with intent or gross negligence failed to:
(a) take all reasonable steps to keep safe any of the personalised security features or set of
procedures agreed between us and you for your use in order to give us payment instructions,
(b) use such features and procedures in accordance with the Terms governing their issue and
(c) notify us in writing to the email address set out in clause 1.2.3 or by telephone using the
contact details set out in clause 1.2.2 of these Terms and without undue delay on becoming
aware of the loss, theft, misappropriation or unauthorised use of such security features or
is the full amount of those losses.
6.2 Except where you have acted fraudulently, you will not be liable for any losses resulting
from an unauthorised payment transaction:
6.2.1 after you have notified us of the loss, theft, misappropriation or unauthorised use of
your security features or procedures in accordance with clause 6.1.2(c) of these Terms;
6.2.2 if we have not given you an appropriate means to notify us in accordance with clause
6.2.3 if the security features or procedures have been used in connection with certain types of
6.3 You may be entitled to redress for an unauthorised or incorrectly executed payment
transaction only if you notify us in writing or by telephone using the telephone number set
out in clause 1.2.2 of these Terms without undue delay on becoming aware of any
unauthorised or incorrectly executed payment transaction, and in any event no later than 13
months after the debit date. Such redress may include, in relation to an unauthorised executed
payment transaction, us refunding the amount of the unauthorised payment transaction to you
6.4 Where you initiate a payment instruction as payer, we are responsible to you for the
correct execution of the payment transaction unless the payee’s payment service provider
received the amount of the payment transaction in accordance with the payment instruction
execution times set out in clause 5.5 of these Terms. You may request that we make
immediate efforts to trace the payment transaction and notify you of the outcome.
6.5 Where we are liable to you as payer under clause 6.4 of these Terms for a non-executed
or defective payment transaction, we may without undue delay refund to you the amount of
the transaction. If you ask us to make a payment and the payee’s payment service provider
receives it later than set out in clause 5.5 of these Terms, you can ask us and we will contact
the payee’s payment service provider and ask them to correct the amount of interest and
charges on the recipient’s payment account (if applicable) so that it is as if the payment was
received on time.
6.6 Where you are the intended payee of a payment instruction initiated by a third party
payer, and the payer’s payment service provider can prove that we received the amount of the
payment transaction in accordance with the payment instruction execution times set out in
clause 5.5, we are liable to you for the correct execution of the payment transaction and shall
immediately make available the amount of the payment transaction to you as payee.
6.7 If we are in breach of contract or otherwise negligent and we might reasonably have
expected your loss to result directly from our breach or negligence, we are in any case liable
6.8 We will not be liable for any losses not directly associated with any incident that may
cause you to make a claim against us, nor are we liable for loss of profits, loss of business,
loss of goodwill or any form of special damages whatsoever and howsoever arising and
whether such liability was reasonably foreseeable or not and whether or not we have been
advised of the possibility of such loss being incurred.
6.9 Nothing in clauses 6.7 and 6.8 of these Terms excludes our liability for fraudulent
misrepresentation by ourselves, our employees or agents or our liability for death or personal
injury caused by our negligence or the negligence of our employees or agents.
6.10 Notwithstanding anything to the contrary in these Terms, we shall not be liable to you or
be obliged to perform our obligations under these Terms if we are prevented, hindered or
delayed from or in performing any of our obligations under these Terms due to abnormal and
unforeseeable circumstances beyond our control (including any strike, lock-out, labour
dispute, act of God, war, riot, civil commotion, malicious damage, compliance with a law or
governmental order, rule, regulation or direction, accident, breakdown or other failure of
equipment, software or communications network, fire, flood, or other circumstances affecting
the supply of goods or services).
6.11 You acknowledge that our Website is subject to periodic maintenance and testing and
that you may not be able to access it from time to time as a result. We are not responsible for
any loss you may suffer as a result of your being unable to access our Website at any time.
6.12 You must send us all relevant supporting documentation in relation to any claim you
make for a refund or compensation.
So if you wish to proceed with any refunds we will follow the procedures stated on
chapter 6 of our T & C. For further help please speak to our compliance team that will
be happy to help, please contact them on: