Terms and conditions

1. About these terms

These terms apply when you use the money transfer service of Pinnacle Premier Bank ("we", "us"). Business customers may have extra conditions, shown when they sign up.

2. Your account

You must be 18 or over, give us accurate information and verify your identity. We may decline an application, set limits on your transfers, and ask for more information at any time to meet our legal obligations.

3. Sending money

Before you pay, we show the amount you send, our fee, any tax, our exchange rate, the amount your recipient receives and when it is expected to arrive. Your quote holds its rate for 15 minutes. A transfer is authorised when you confirm and pay for it.

4. Checks and delays

We check every transfer to prevent fraud, money laundering and sanctions breaches. We may delay, hold or refuse a transfer while we do so, or where the law requires it, and we will tell you unless the law prevents us.

5. Cancellations and refunds

You can cancel a transfer that has not yet been paid out. If a transfer is cancelled or cannot be paid out, we refund what you paid. If we make a mistake, we put it right at our cost.

6. Your recipient's details

Check the recipient's details before you send. If you give us wrong details, we will try to recover the money but may not be able to.

7. Keeping your account safe

Keep your password and two-step codes secret and tell us straight away if you think someone else has used your account. Unless you acted fraudulently or with gross negligence, we will refund transfers you did not authorise.

8. Liability

We are responsible for losses caused by our mistakes, but not for losses caused by events outside our reasonable control.

9. Complaints and law

See our complaints page. These terms are governed by the law of the country where we are licensed.