Terms & Conditions

1. About Us

Roze Int (Pvt) Ltd trading as Roze Remit provides online money remittance services to UK customers. We are authorised by the Financial Conduct Authority as an Authorised Payment Institution, FRN 670097, and supervised by HMRC for AML compliance, MSB registration XJML00000135157. Our principal contact details are [email protected] and +44 2039947333. Postal address: 14 High Street, Barkingside, Ilford, IG6 2DF, United Kingdom. We operate digitally via our website and mobile apps; we do not accept cash or agent-based payments.

1. Definitions

• Account means your user profile registered with Roze Remit.
• App means our mobile application and web portal.
• Beneficiary means the person who receives the money you send.
• Business day means a day when UK banks are open for business.
• Compliance hold means a temporary pause to complete legal, regulatory, security, or risk checks.
• Funding method means Open Banking payment or a 3-D Secured card issued in your name.
• Payout network means our banking and payment partners used to deliver funds to the beneficiary.
• Rate-lock window means the period shown at checkout during which a quoted exchange rate will apply once we have received cleared funds and completed initial screening.
• Transfer means a single request to send money to a beneficiary using our service.
• We, us, our refers to Roze Int (Pvt) Ltd trading as Roze Remit.
• You, your refers to the customer using our service.

3. How This Agreement Works

These Terms govern your use of our service. By creating an account or submitting a transfer, you accept them. The following documents form part of this agreement and are incorporated by reference: Privacy Policy, Cookies Policy, Refund Policy, Scam Awareness, and FAQs. If there is any inconsistency, these Terms take precedence, followed by the Refund Policy and then other policies. We may update these Terms to reflect legal, security, or service changes; material changes will be notified before they take effect. Continued use of the service after the effective date means you accept the updated Terms.

4. Eligibility And Permitted Use

You must be at least 18 and resident in a Supported Sending Country. You must register in your own name and fund transfers only from a bank account or 3-D Secure card held in your name. The service is for personal use only; we do not permit business, commercial, payroll, contractor, merchant, or invoice payments, and we do not onboard business customers. Third-party funding, anonymous funding, cash, agents, bearer instruments, and virtual-asset activity are not accepted. We may restrict destinations, payout methods, or amounts at any time to comply with law or risk rules. We may decline registration or transfers that do not satisfy our identity, address, or fraud-screening checks.

5. Your Account

You must provide accurate information and keep it current. Keep your login, one-time codes, and device secure; do not allow anyone else to use your account. Tell us immediately if you suspect unauthorised access. We will contact you through the app, email, or SMS regarding security, verification, or service updates; by using the service you consent to electronic communications and records. We may suspend, restrict, or close your account to protect you or us, to comply with law, or where we suspect misuse, fraud, or security issues.

6. Verification And Compliance Checks

We verify identity and address and run anti-money-laundering and sanctions screening before and during use of the service. We use trusted third-party verification providers to perform document authenticity, biometric liveness, sanctions/PEP screening, and electronic address checks. These include ID Analyzer and comparable vendors such as Onfido. Our providers act under our instructions and process your data for verification, fraud prevention, and compliance as described in our Privacy Policy.

6.1. Identity verification

We may ask for a government-issued photo ID and a selfie/liveness check to confirm you are the rightful holder. We may run database checks and security screening to validate identity information.

6.2. Address verification

We may verify address by:

1. document proof of address (for example, bank statement, utility bill, council tax bill, or government letter) dated within three months, showing your full name and residential address; or
2. electronic verification using reputable data sources (for example, electoral roll, credit reference agency records, or other verified datasets). Electronic checks may leave a soft-search footprint and do not affect your credit score.

6.3. Ongoing screening and monitoring

We screen customers and transfers against sanctions/PEP lists and run transaction-monitoring checks for unusual patterns, linked activity, or other risk indicators. We may request additional documents at any time, for example bank statements, source of funds, source of wealth, purpose of transfer, or relationship to the beneficiary.

6.4. Enhanced due diligence

We apply enhanced checks where risk is higher, including but not limited to large or unusual activity, high-risk corridors, adverse media, politically exposed persons, or mismatches between funding and profile. Additional limits or cooling-off periods may apply until checks are completed.

6.5. Timeframes and outcomes

If we request information, you must provide it within the timeframe we specify. We review complete submissions within 24–48 hours of receipt and resume processing once checks are satisfied. If you do not provide information, if we cannot complete checks, or if risk remains unacceptable, we may cancel the transfer and refund the original payment method in line with the Refund Policy. Where the law restricts us, we may be unable to explain specific reasons for our decision.

6.6. Country-specific requirements

Additional verification methods, document types, or timelines may apply depending on your country of residence and destination corridor. These are set out in the applicable Jurisdiction Annex and in our FAQs. We do not support transfers to sanctioned or otherwise restricted jurisdictions.

7. Funding Methods And Authorisation

You may fund transfers only using the funding methods shown at checkout for your country of residence. These typically include Open Banking or local bank transfer rails and 3-D Secure cards in your name. We do not accept cash, cheques, prepaid vouchers, or virtual assets. The name on the funding account or card must match your Roze Remit profile.

By confirming a payment, you authorise us and our payment partners to initiate and collect the payment amount, including fees, and to debit or credit your account as necessary to complete, reverse, or refund a transfer. Card payments may involve a pre-authorisation and subsequent capture. We may require strong customer authentication and may reject payments where name, device, or risk checks fail. If a payment is reversed or charged back, you remain liable to us for the transfer amount, fees, and any associated costs; we may recover these from your account or from future payments.

8. Exchange Rates And Fees

Rates and fees are shown before you confirm. The exchange rate becomes fixed when we have received cleared funds and initial screening has cleared, subject to any rate-lock window shown at checkout. If the lock window expires before processing, we will ask you to re-confirm the new rate; if you do not accept, the transfer will be cancelled and refunded in line with the Refund Policy.

Our fees may include a transfer fee and an FX margin. We may change fees or margins; material changes will be shown before you confirm. Receiving institutions, correspondent banks, or payout networks may deduct their own charges that are outside our control; these can reduce the amount received by the beneficiary. If a corridor offers a guaranteed delivery amount, this will be shown explicitly at checkout; otherwise the beneficiary amount is an estimate based on the information available at the time of confirmation. Promotions or discounted pricing may be time-limited and subject to eligibility rules.

9. Transaction Limits

We apply limits per customer, per transaction, and over rolling periods. Limits may also vary by corridor, destination, funding method, verification status, and risk. We may tighten limits or apply cooling-off periods to manage fraud or compliance risk.

You may request a higher limit by providing additional information or documents (for example, enhanced identity and address evidence, bank statements, source of funds or wealth, purpose of transfer, and relationship to the beneficiary). Submissions are reviewed once complete; approval is not guaranteed and may be restricted to specific corridors or timeframes.

Attempts to split transactions or otherwise circumvent limits or controls may result in refusal, account restrictions, or reporting to authorities. We may aggregate multiple accounts we reasonably believe are linked to you for the purpose of applying limits and monitoring.

10. Transaction Processing Time And Holds

Our service is designed for fast processing. Most transfers complete within three hours once we have received cleared funds and initial screening has cleared. Some transfers may take up to 24 hours. Processing begins when payment is successful and initial screening has cleared. Bank or network maintenance, public holidays in the sending or destination country, or checks by payout partners may extend timelines.

We may place a compliance or security hold where required by law or to protect you and us. Typical reasons include identity or address verification, sanctions or PEP screening, unclear or missing source-of-funds evidence, unusual patterns, beneficiary-bank checks, or partner network issues.

If a hold is applied, we will notify you in-app and by email within 24 hours. If documents are required, we review complete submissions within 24–48 hours of receipt and resume processing once checks are satisfied.

If a hold exceeds any rate-lock window shown at checkout, we will re-confirm the rate with you before proceeding. If you do not accept the new rate, the transfer will be cancelled and refunded in line with the Refund Policy.

11. Beneficiary Details And Payout

You are responsible for providing accurate beneficiary information, including full name, account or wallet details, bank identifiers, and destination country. Incorrect or incomplete details may cause delay, rejection, or loss; we are not responsible for losses arising from information you provide incorrectly.

We send funds via our payout network using the method you select at checkout. Payout times depend on the destination country, method, and receiving institution. In some corridors, the receiving institution may require additional checks before releasing funds; these are outside our control.

If you request a change to beneficiary details after confirmation, we will try to assist, but changes are not guaranteed once processing has started. We may charge reasonable costs if we need to recall, amend, or trace funds.

12. Cancellations And Refunds

You can request cancellation before payout. We will use reasonable efforts to stop the transfer, but cancellation is not guaranteed once processing has begun. After payout, a recall is unlikely; if attempted, success depends on the receiving institution and beneficiary consent.

If a transfer is cancelled or rejected (for example, due to failed checks, incorrect details, or partner rejection), we will refund to the original payment method in accordance with the Refund Policy. Posting times depend on your bank or card issuer.

Where a refund is due after currency conversion, we will refund in the original funding currency. We are not responsible for exchange-rate movements after cancellation, bank or card issuer posting delays, or charges applied by third parties.

If your card issuer reverses or charges back a payment, you remain liable to us for the transfer amount, fees, and any associated costs. We may recover these from your account or future payments.

13. Safety And Fraud

We will never ask you to move money “to a safe account,” share one-time codes, disclose your full card details by chat or email, or install remote-access software. Only pay from a bank account or 3-D Secure card in your own name. If anyone pressures you to send money or to keep a transfer secret, stop and contact us immediately.

We use layered fraud controls including device risk checks, behavioural analysis, sanctions and PEP screening, and stepped-up verification. Where we suspect scams or account takeover, we may pause or cancel transfers and ask for more information.

Once a transfer is paid out, recovery is often not possible. If you believe you have been scammed, contact your bank and us without delay, and consider reporting to the police or your local fraud authority. See our Scam Awareness page for practical guidance.

14. Prohibited Use

You must not use the service for business, commercial, payroll, contractor, merchant, or invoice payments. You must not fund on behalf of a third party or allow anyone else to use your account. The service must not be used for illegal activity, sanctions evasion, money laundering or terrorist financing, virtual-asset funding where not expressly permitted, gambling where prohibited, unlicensed investment or trading schemes, or to disguise the origin or beneficiary of funds.

You must not provide false or altered documents, use a VPN or obfuscation to defeat location checks, split transfers to bypass limits, or open multiple accounts to circumvent controls. We may refuse, reverse, or report activity we reasonably believe breaches these rules.

15. Data Protection

We act as controller of your personal data for onboarding, providing the service, performing fraud and financial-crime checks, customer support, and legal compliance. We process identity and contact data, document images and biometrics for liveness where applicable, funding and transaction data, device and security data, and communications with us.

We share data with trusted processors who help us verify identity and address, screen for sanctions and PEPs, process payments, provide customer support tools, and run our systems. These include identity-verification providers such as ID Analyzer and comparable vendors like Onfido, payment partners for Open Banking and cards, and service providers for secure hosting, communications, and analytics. Our processors act under our instructions and must protect your data.

Our legal bases include performance of contract, compliance with legal obligations, and our legitimate interests in preventing fraud and financial crime. Where required, we will seek your consent, for example for optional marketing.

We keep AML and transaction records for the periods required by law and then delete or anonymise them. You have rights over your data including access, rectification, restriction, portability, and objection where applicable. Full details, contact information for our data protection contact, international transfer safeguards, retention periods, and your local regulator are set out in our Privacy Policy and the Jurisdiction Annex that applies to your country of residence.

16. Service Availability And Third Parties

The service may be unavailable or degraded during maintenance windows, peak demand, bank/public holidays, or third-party outages (for example, banking networks, card schemes, identity or payout partners). We use reasonable skill and care to provide the service and to select and oversee our suppliers, but some events are outside our control. Where practicable, we will post notices in-app or by email about planned maintenance or material incidents and provide updates on resolution. We may add, change, or retire features or corridors to comply with law, security requirements, or partner rules. Using the service requires a compatible device, internet access, and up-to-date software; performance may vary by device and network.

17. Liability

We are responsible for foreseeable loss and damage caused by our failure to use reasonable skill and care in providing the service. If we fail to execute a transfer correctly, we will refund the transfer amount and fees or re-execute it where possible.

We are not responsible for loss or damage that is not foreseeable, that is caused by your breach of these Terms, by inaccurate information you provide (for example, beneficiary details), by your failure to keep your account secure, or by events outside our control (including third-party outages, regulatory actions, or force majeure). We are not liable for lost profits, loss of business, goodwill, or any indirect or consequential loss.

Except where the law says otherwise, our aggregate liability to you for all claims arising out of or in connection with the service in any 12-month period will not exceed the total fees you paid to us in that period plus the value of the affected transfer(s). Nothing in these Terms excludes or limits liability that cannot be excluded or limited by applicable law (for example, liability for fraud). Your statutory rights are not affected.

18. Complaints And Dispute Resolution

If you are unhappy, contact [email protected] or use the in-app help to open a ticket. We will acknowledge your complaint, investigate, and aim to resolve it as quickly as possible. We will keep you informed of progress and provide a final response within the timeframe set out in the Jurisdiction Annex that applies to your country of residence. If you remain dissatisfied after our final response—or if the timeframe has passed—you may escalate your complaint using the external dispute scheme or route described in the applicable Jurisdiction Annex (for example, the Financial Ombudsman Service for UK residents). Escalation windows and contact details are provided in that Annex. You can also seek redress through the courts specified in the Annex.

19. Changes To These Terms

We may update these Terms to reflect legal or regulatory changes, security needs, product improvements, or partner requirements. We will post the updated Terms in the app and on our website and notify you of material changes before they take effect. If you do not agree with a change, you may stop using the service and close your account before the effective date; continued use after that date means you accept the updated Terms.

20. Suspension And Termination

We may suspend or terminate your access where required by law, for security reasons, suspected fraud or misuse, breach of these Terms, non-payment, or to protect customers and our service. You may close your account at any time if no transfers are pending. Suspension or termination does not affect rights and obligations that have already arisen. We retain records as required by law and may continue to process data for compliance, fraud prevention, chargeback handling, and accounting. If a transfer is cancelled on suspension or termination, any refund will be made to the original funding method in line with the Refund Policy.

21. Governing Law And Language

These Terms are supplemented by the Jurisdiction Annex that applies to your country of residence. The governing law and courts, complaint timelines, and any mandatory consumer rights are set out in that Annex. These Terms are in English; where a local language version is provided, the English version controls if there is any inconsistency unless local law requires otherwise.

22. Jurisdiction Annexes And Incorporated Policies

The Jurisdiction Annexes form part of these Terms. By using the service you also agree to our Privacy Policy, Cookies Policy, Refund Policy, Scam Awareness page, and FAQs, each of which is incorporated by reference. If there is any inconsistency, the applicable Jurisdiction Annex prevails for mandatory local rights, then these Terms, then the incorporated policies.

Jurisdiction Annex — United Kingdom

Regulatory status

Roze Int (Pvt) Ltd trading as Roze Remit provides payment services in the United Kingdom as an Authorised Payment Institution (FRN 670097) and is supervised by HMRC for AML compliance (MSB registration XJML00000135157).

Complaints and Financial Ombudsman Service

We aim to resolve complaints promptly and issue a final response within eight weeks. If you remain dissatisfied after our final response, or if eight weeks have passed since you complained, you may refer your complaint to the Financial Ombudsman Service free of charge within six months. Telephone 0800 023 4567. Address: Exchange Tower, London E14 9SR. See our Contact & Complaints page for details.

Governing law and courts

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, without prejudice to any mandatory consumer rights you may have.

Country-specific notes

Funding methods are Open Banking or 3-D Secure cards in your name. We do not accept cash or agent payments. Identity and address may be verified using trusted providers (for example, ID Analyzer or Onfido) and electronic data sources; electronic checks may leave a soft-search footprint without affecting your credit score. Additional documents may be required for some corridors.