Terms and conditions

The services referred to in these legal conditions will be provided according to these legal terms and conditions, which set out our responsibilities as a provider and your rights and responsibilities as a customer, as well as information relating to reserving currencies for collection in branches.

Our Privacy Policy will be also applicable for the purpose of the protection of your personal data.

This website is operated by GLOBAL EXCHANGE FRANCE CURRENCY SERVICES SAS (hereinafter “Global Exchange”) a limited company incorporated 3, Place de Londres, Continental Square I, Bâtiment Uranus, 93290 Tremblay-en-France, France R.C.S. Bobigny; and, registered with as Money Changer the Financial Firm Register of the Banque de France under the number 91473.

The terms of use of the websites of GLOBAL EXCHANGE FRANCE CURRENCY SERVICES SAS (Global Exchange) can be consulted in the Legal Notice.

I.- ONLINE BOOKINGS WITH IN-BRANCH COLLECTION: CONDITIONS.

With this service, Global Exchange, offers you the possibility to reserve the desired currency in order to be able to withdraw it and pay for it in our branches ("booking with in-branch collection").

1. BOOKING PROCESS.

Bookings can be made via telephone, by calling the freephone (+33) 1 70 98 18 79, or on our website: www.global-exchange.fr.

Bookings through the website can be made in French, English and Spanish.

Only certain currencies are kept in physical stock, and so bookings can only be made for those available. An estimated time of collection depending on the availability and the place of collection will be given on the website for each currency request.

In any case, the customer must provide a valid identification, as well as an email address and telephone number to enable Global Exchange to contact him/her and duly deliver the booking.

Bookings may be subject to a maximum value per calendar month, quarter and year.

2. EXCHANGE RATE, FEES AND EXPENSES.

When placing a booking for in-branch collection, you will be informed by telephone or online about the estimated exchange rate (price), which is variable depending on the chosen collection branch, fees and expenses. The booking will be paid in the indicated branch on the day of collection.

It should be borne in mind that entities authorised to exchange currencies are not obliged to apply official exchange rates and may apply a commercial margin and/or fee.

3. PAYMENT METHOD.

The amount of the booking will be paid in full, in cash or by card, if this means of payment is enabled, in the chosen branch on the day selected by the user.

4. BOOKING CONFIRMATION.

Once you have placed a booking for in-branch collection and after we have accepted it, you will receive a confirmation email with the details of the transaction specifying: the approximate price, additional expenses, the method of payment, the collection address and day and time slot for collection.

In the event that the booking is not accepted by the user, no liability will arise for the user.

5. BOOKING COLLECTIONS.

The booking will be available to pick-up in the branch and on the day indicated in the confirmation email.

The booking will be delivered only to the person who made it, and so the customer must provide a valid identification.

Booking collections will be subject to compliance with the measures of due diligence and internal control applicable in compliance with the Prevention of Money Laundering and Funding of Terrorism Regulations.

6. QUALITY GUARANTEE.

Global Exchange ensures that the currency provided is of top quality and corresponds to the currency in force in the issuing country.

7. CANCELLATION AND REIMBURSEMENT POLICY.

1. Cancellations:

The user may cancel a booking before the chosen pick-up date at the branch has expired. In no case will we charge the user.

To cancel a booking, the customer must contact Global Exchange’s Customer Service at the freephone: (+33) 1 70 98 18 80 as soon as possible, and provide us with his/her booking number.

In any case, Global Exchange will deem the booking as cancelled if the user does not appear at the agreed branch on the pick-up date, or within the next 15 calendar days.

2. Returns:

Once the booking has been collected, the customer will have 15 calendar days to return it. We will only accept returns of the full amount of the transaction and the same tickets that were issued, identified by their serial number. To make a return, the customer must go to any of our exchange offices in France, and provide the original receipt of the exchange transaction.

Returns can be only requested by the person who made the currency exchange transaction, and the person in question will need to provide the same identification document that he/she used for the exchange transaction.

After verifying that the serial numbers of the banknotes match those from the transaction, Global Exchange will refund the corresponding amount. Refunds will be only made in cash.

II.- CUSTOMER SERVICE.

Global Exchange makes every effort to improve the services provided and to respond to its customers' requests. However, it may happen that Global Exchange receives complaints from its customers.

Complaints are handled by Global Exchange's customer service department.

Global Exchange deals directly with customer complaints regarding the FX product and/or service-related complaints provided by our employees.

In the first instance, you should try to resolve the situation with the on-site manager who will endeavor to resolve your concerns as quickly as possible.

You can also contact us in one of the following ways:

• - By telephone: 01 70 98 18 79 (or +33 1 70 98 18 79 if you are calling from abroad) between 9:00 am and 6:00 pm Monday to Friday (Paris time).
• - By Email: customerservice@global-exchange.fr
• - By post: Global Exchange - customer service - 3 place de Londres, Continental Square, 93290 Tremblay-en-France
• - By our website : www.global-exchange/en

For the sake of agility, we encourage you to use email. Please note that any complaint started by phone will be followed up and managed by email, for data security reasons.

In the complaint, the following information must be included:

• - Your full name
• - Copy of the transaction receipt (if applicable)
• - A brief history of the reasons for the complaint.

Our department will process and resolve the complaints and claims submitted, within two months of their receipt, informing the user, by the same means chosen by him/her, of the outcome of the process.

In case of persistent disagreement concerning the execution of a transaction or service, Global Exchange will propose to the customer to reach an agreement without the intervention of a judge.

This alternative dispute resolution procedure is called mediation. It involves the intervention of a mediator whose mission is to propose a solution allowing for the amicable resolution of the dispute.

Consumer mediation is free for the consumer. It is an out-of-court dispute settlement process whereby a consumer and a professional try to reach an agreement to resolve a dispute between them amicably, with the help of a third party, the mediator. However, the consumer still has the possibility of going to court if the mediation is unsuccessful.

Since 15 February 2016, and following the entry into force of the European Regulation No. 524/2013 ODR (Online Dispute Resolution), the European Commission has set up an online dispute resolution platform (http://ec.europa.eu/odr) to facilitate the procedures for complaints and the amicable settlement of disputes.

In accordance with article L. 612-1 of the French Consumer Code, the consumer, subject to article L.612.2 of the French Consumer Code, has the right to submit a request for amicable resolution by mediation, within a period of less than one year from the date of his written complaint to the professional.

GLOBAL EXCHANGE FRANCE has designated SAS Médiation Solution as a consumer mediation body by means of a membership registered under number 52473/VM/2402.
 
In order to refer a matter to the mediator, the consumer must make his or her request:

- Either in writing to : Sas Médiation Solution - 222 chemin de la bergerie 01800 Saint Jean de Niost
- Or by e-mail to: contact@sasmediationsolution-conso.fr
- Or by completing the online form entitled "Contact the mediator" on the https://www.sasmediationsolution-conso.fr website.
 
Whichever method is used, the request must contain :
- The applicant's postal, telephone and e-mail address,
- The name, address and Sas Médiation Solution registration number of the professional concerned,
- A brief statement of the facts,
- A copy of the prior complaint,
- Any documents required to investigate the claim (order form, invoice, proof of payment, etc.).

GLOBAL EXCHANGE FRANCE CURRENCY SERVICES SAS, October, 2022.

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