Request a transfer

Terms and Conditions for Sending Money

1. Money Transfer Service - Introduction

1.1 The money transfer service (the “Service”) is provided by CSI-Club Südamerika International GmbH (“CSI”, “we” or “us”). CSI is a limited liability company established in Germany with registered address in Kaiserstrasse 69, 60329 Frankfurt Germany. CSI is authorized and regulated by BaFIN in Germany.

1.2 The Service allows you to send money (“Transfer”) to the person designated by you (“Recipient”) as a single transaction. The Recipient may then collect the Transfer in cash at a location (“cash-to-cash”) or receive the Transfer into their bank account or other type of account (i.e. mobile wallet) (“cash-to-account”).

1.3 By completing and signing the form and providing the amount to be transferred you confirm the accuracy of the completed data and consent to the execution of the Transfer. Your chosen currency, the execution time, the applicable exchange rate and the converted amount will be stated on the form. There may be limits on the maximum amount you can send. The agreement with us only becomes binding once we confirm the Transfer and we provide a transaction number to you. You are required to inform the Recipient that a Transfer is ready for collection, and to provide the Recipient with the confirmation number or identification requirements necessary for pick-up, as further described below.

1.4 Once we confirm the Transfer, the Recipient may collect the money at one of our pay-out affiliate’s locations during its operating hours. As a convenience for you, we may provide certain information regarding our affiliates’ locations, hours and requirements for pickup. The foregoing information is subject to change, and you agree that we are not responsible for any inaccurate, incomplete, or out-of-date information that may be posted on our websites or otherwise made available to you. If you encounter any such inaccurate, incomplete or out-of-date information, we appreciate you letting us know so that we may investigate or correct the information.

1.5 Recipients may be required to prove their identity before receiving funds by presenting valid, unexpired identification document(s) from a list of acceptable forms of identification. In addition, Recipients may be required to provide a Transfer number, a personal identification number (or PIN), a "password", a "secret word", and/or another, similar identifier associated with the Transfer. You agree that it is the Recipient's responsibility to confirm what information and identification will be necessary prior to attempting to pick up the funds. You give us permission to store and share all such data, as necessary to provide the Services. Additional restrictions may apply, depending upon the delivery option selected in the Transfer form. Please call our customer service for further information.

1.6 We may refuse to send the money or allow it to be collected if: (a) by doing so we might break any law, regulation, code or other duty that applies to us; (b) doing so may expose us to action from any government or regulator; or (c) it may be linked with fraudulent or illegal activity. In such case, we will provide to you the reasons for refusing to the complete the Transfer, if so allowed by law.

1.7 We may also modify or discontinue the Service at any time with or without notice. We may, at any time and in our sole discretion, refuse any Transfer or limit the amount to be transferred, either on a per Transfer basis or on an aggregated basis, all without prior notice. Any such limits may be imposed on individual accounts, linked accounts, or on related accounts or households, in our sole discretion.

1.8 Without limiting other restrictions contained in these Terms & Conditions, in the course of your use of the Service or interactions with us, a user or a third party, you will not:

Breach these Terms & Conditions, or any other agreement between us;

Open more than one account with us;

Provide false, inaccurate, or misleading information;

Refuse to cooperate in an investigation;

Refuse to provide confirmation of your identity or any information you provide to us;

Use a proxy to mask your identity; or

Send yourself a cash advance from your credit card.

2. Charges and Currency Exchange

2.1 The Transfer fee, the selected currency as well as the applicable exchange rate are set out on the receipt form. You are required to pay the Transfer fee for the transfer. In certain countries, local taxes and service charges may be levied, which will be the responsibility of the Recipient. We will only charge you the Transfer fee. CSI may also generate proceeds from the currency conversion, as described below. For cash-to-account transfers, the Recipient may be charged by their bank for receiving money on their account.

2.2 Transfers are usually paid out in the local currency of the Recipient’s country. In some countries, there are different currencies available. It is your responsibility to select the payout currency, based upon those available. Our exchange rate is based on the closing rates available on the global financial markets, plus a variable margin (which may be positive or negative). Exchange rates are subject to fluctuations on the financial markets which we cannot influence and may change several times a day.

3. Cancelling and Refunding a Transfer

3.1 You are only entitled to cancel a Transfer if it has not yet been collected by the Recipient or credited into the Recipient’s account. You can cancel a Transfer by contact customer service using the information shown below. When a Transfer is cancelled, we will refund the Transfer amount and the Transfer fee, except for any Transfers destined for Cuba in which case only the Transfer amount will be refunded.

4. Expired Transfers

4.1 If you ask us to make a cash-to-cash Transfer and the Transfer amount has not been collected within 90 days, we will treat the Transfer as no longer capable of execution (an “Expired Transfer”). We will have no obligation, after that 90-day period, to pay out an Expired Transfer.

4.2 If an Expired Transfer occurs, we will attempt to contact you so that you can arrange for a refund of the Transfer amount, plus the Transfer fee, as applicable. If you become aware that a Transfer amount has not been collected, please contact us to ask for a refund.

5. Identification and Pay Out for Cash-to-cash Transfers

5.1 To collect the money and complete a Transfer, the intended Recipient will be asked to identify themselves by providing an identification document and the sender’s name, country of origin, the Transfer amount and Transfer number.

5.2 It is your obligation to ensure that the Transaction Number of the transfer is not made publicly available or otherwise disclosed to third parties other than your intended recipient.

6. Limitation of Liability

6.1 You must call us or write to us as soon as you reasonably can if you think a Transfer was not made properly or never arrived.

6.2 If you ask us to pay someone who turns out to have defrauded you, or who fails to meet their obligations to you, we will not be liable as a result.

7. Data Privacy and Data Protection

7.1 We may share the information we collect from you with third parties, including affiliated companies, to process your transactions, market our services to you, detect and prevent fraud and other illegal activities, such as money laundering activities, or to cooperate with criminal or government investigations, in accordance to applicable laws. For more information, please visit our privacy policy on our webpage.

7.2 We are legally obliged to process your personal data for the prevention of money laundering and terror financing, in particular under Regulation 2015/847/EC.

8. Customer Service & Complaints

8.1 For questions, complaints or other matters you can contact us as follows:

Per E-mail: Kundendienst@suedamerika-csi.de

Per Telefon: +49-69-20197 und +49-69-92009901

Per Mail: Kaiser Str. 79, 60329 Frankfurt, Germany

8.2 Customer complaints can be made in person, in writing, by phone, or by emailing our customer service department. Once a customer contacts CSI to file a complaint, the CSI representative will record the complaint and forward the complaint to CSI’s Customer Service Department. If the Customer Service Department is unable to resolve the complaint, it may escalate the complaint to the Compliance Department. The Compliance Department is responsible for reviewing the Customer Service Department’s responses, determining whether the matter needs to be reported to law enforcement, and reporting significant matters to management as necessary. CSI requires that all complaints be resolved within 15 business days from the date the complaint was received to the date CSI notifies the customer of CSI’s resolution and any corrective action, if needed. If a complaint cannot be resolved within 15 days, CSI will document the reasons and inform the customer of the status of the complaint.

8.3 The European Commission has made available a leaflet (https://ec.europa.eu/info/files/leaflet-your-rights-payments-eu_en) setting out certain information for consumers when making payments in Europe.

9. Separate Arrangements

9.1 If any provision of these terms & conditions shall be determined to be invalid under any applicable law, the remainder of these terms shall continue in full force and effect. German law applies.