📌 Who We Are

  • HELLO PAY LTD is a UK-based currency exchange provider.
  • Registered office: 1447 London Road, London.
  • Company number: 16309042.

💱 Buying Travel Money (Currency Orders)

Ordering

  • You must be over 18 and acting on your own behalf.
  • Orders must be genuine and for personal use (not for investment/speculation).
  • You agree to our terms when using the website or placing an order.

Payments

  • Pay by UK debit/credit card, bank transfer, Google Pay, or Apple Pay.
  • No cash or cheque payments accepted.
  • Rates shown on the website are indicative; your order is fixed at the time of confirmation.
  • If payment isn’t received within 1 business day, your rate may change or the order may be cancelled.

Fees

  • Orders under £300: £20 handling fee.
  • Orders between £300 and £749.99: £7.50 handling fee.
  • Orders £750 or more: free delivery.
  • Optional fees:
    • £5 for specific denominations (e.g. only £100 notes),
    • £10–£50 for Saturday or early delivery.

Delivery

  • Orders are sent via Royal Mail Special Delivery to your chosen address.
  • You must be present to receive the delivery.
  • Delivery is usually next business day, but not guaranteed.
  • Damaged or missing packages are investigated through Royal Mail’s claims process.
  • Do not order if you need your currency within 2 business days of travel.

🔒 Privacy & Security

What We Collect

  • Basic info: Name, email, phone number.
  • When placing an order: ID (passport/driver’s license), address, DOB, payment and bank info.
  • You may also be asked for source of funds and travel details.

How We Use It

  • To process your order and comply with anti-money laundering laws.
  • We do not sell your data or share it for marketing outside of our group companies.
  • Your data may be stored and processed by trusted 3rd-party services (e.g. for chat support or analytics).

Data Safety

  • We use secure systems to store your data.
  • You are responsible for keeping your login and password secure.

🚫 Money Laundering & Restricted Activities

  • We are legally required to monitor and report suspicious activity.
  • Orders may be cancelled if we cannot verify your identity or documents.
  • We cannot accept transactions related to:
    • Sanctioned countries (e.g. Iran, North Korea, Russia, etc.)
    • Certain industries (crypto, gambling, firearms, adult content).

🔁 Cancellations & Refunds

  • Orders cannot be cancelled after confirmation without a fee (£25+).
  • Refunds may take time and incur a £5 charge.
  • If your transaction fails anti-money laundering checks, the order will be cancelled and fees will still apply.

⚖️ Legal Stuff

  • You are responsible for providing accurate information.
  • Disputes are governed by the laws of England & Wales.
  • We record phone calls for quality and compliance.
  • HELLO PAY LTD is not a bank, so your money is not protected by FSCS. Instead, we “safeguard” your funds in a separate account.
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