Travelex Online Terms and Conditions



Who we are

Travelex Japan KK a registered company in Japan (No. 0104-01-058641) with Registered Office: 6F Orix Akasaka 2-chome Bldg., 2-9-11 Akasaka, Minato-ku, Tokyo 107-0052, Japan.


Use of the Website

This website www.travelex.co.jp (the "Website") is operated by Travelex Japan KK on behalf of itself and its holding companies, subsidiaries and affiliates (together, "Travelex" or "us" or "our"). Access is provided only in accordance with Travelex's Online Terms and Conditions. Please read the following Online Terms and Conditions carefully before you begin to use the Website or any of the services made available through the Website. By using the Website or the services made available through the Website, you indicate your acceptance of the Online Terms and Conditions and you agree to be bound by them. If you do not accept and agree to the Online Terms and Conditions set forth below, please refrain from using the Website or any of the services made available through the Website.

Warranty Disclaimer

ALL CONTENT AND SERVICES ON OR AVAILABLE THROUGH THE WEBSITE ARE PROVIDED ON AN "AS IS" BASIS. TRAVELEX DOES NOT MAKE ANY REPRESENTATION OR GIVE ANY WARRANTY, IN EACH CASE, EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, IN RESPECT OF THE WEBSITE OR ITS CONTENT. IN PARTICULAR, EXCEPT AS PROVIDED IN THESE ONLINE TERMS AND CONDITIONS TRAVELEX DOES NOT GIVE ANY WARRANTY, EXPRESS OR IMPLIED, AS TO THE ACCURACY, SUITABILITY, RELIABILITY, COMPLETENESS, NON-INFRINGEMENT, PERFORMANCE, FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY, FREEDOM FROM VIRUSES OR TIMELINESS OF THE CONTENT OR SERVICES CONTAINED ON THE WEBSITE. THESE WARRANTY DISCLAIMERS WILL NOT APPLY IF AND ONLY TO THE EXTENT THAT APPLICABLE LAW REQUIRES SUCH WARRANTIES DESPITE THIS EXPRESS DISCLAIMER.

Copyright Notices

Copyright relating to the Website, including, but not limited to, all source code, software, design, graphics, text, images, sound recordings, animations and video sequences, are owned or licensed by Travelex, except as otherwise expressly stated. You may access the Website for private, non-commercial use of the facilities offered. You may not otherwise copy, transmit, display, perform, distribute (for compensation or otherwise), license, alter, store or otherwise use the Website or any of its content for any reason. You may, however, print off copies and download extracts of any Website screen for your personal reference. You must not modify the paper or digital copies of any Website content you have printed or downloaded in any way, and you must not use any graphics, images, sound recordings, animations and/or video sequences separately from any accompanying text. At no point are you permitted to use any Website content for commercial purposes without the prior written consent of Travelex in each and every instance.

Except as authorised in these Online Terms and Conditions, if you print, copy or download any part of the Website in breach of these Online Terms and Conditions, your right to use the Website will cease immediately and you must notify us and, at our option, return or destroy any copies of the Website or Website content you have made. We reserve the right to invoke any rights we may have in law or in equity.

Linking to the Website (whether to the home-page or otherwise and including framing) is permitted only with the prior written consent of Travelex in each and every instance.

Trademark Notices

"Travelex” and "The Worldwide Money Logo" are registered trademarks of Travelex. Other featured words or symbols, used to identify the source of goods and services, are the trademarks of their respective owners.

Web Content and Materials

The information, materials, products and services contained in the Website are subject to change from time to time without notice. Any dated information is published as of the published date only, and Travelex does not undertake or assume any obligation or responsibility to update or amend any such information.

Links to Other Sites

Links to third-party websites may be included on the Website and are provided solely as a convenience to our customers. Travelex has no control over the content on such third-party websites. Travelex does not endorse, make any representation or take any responsibility for such sites or the content on such sites. You are responsible for complying with the terms of those sites. Travelex makes no warranties, either express or implied, relating to the content of such sites and shall have no liability relating to or arising from such sites. The use of any third-party website is completely at your own risk.

Termination

Travelex may cease to operate the Website and reserves the right to terminate your access and use of any part of the Website or any service made available through the Website at any time without notice for any reason subject to the rights you have under these Online Terms and Conditions.

Contact

If you have any questions or concerns about material which appears on the Website, please refer to the FAQ on this Website or you may ask further questions by sending us an e-mail at customerservice@travelex.co.jp.

These Online Terms and Conditions apply to the Service, which consists of an online ordering facility for foreign currency banknotes and prepaid travel cards ("Cash Passport") (collectively "Travel Money").

Purchase of Travel Money

The Travelex internet ordering service (the "Service") is provided by Travelex Japan KK.

Liability Disclaimer and Limitation

THE INFORMATION SERVICES ON THE WEBSITE ARE INTENDED FOR USE BY PERSONAL OR BUSINESS TRAVELERS OR BY INDIVIDUALS OR COMPANIES SEEKING TO MAKE PAYMENTS ABROAD IN FOREIGN CURRENCIES, AND SHOULD NOT BE USED FOR SPECULATION OR INVESTMENT. THESE INFORMATION SERVICES AND OTHER CONTENT OF THE WEBSITE ARE NOT INTENDED TO AMOUNT TO ADVICE ON WHICH YOU SHOULD RELY. WE ACCEPT NO RESPONSIBILITY OR LIABILITY WHICH MAY ARISE FROM ANY RELIANCE ON SUCH SERVICES BY ANY VISITOR TO THE WEBSITE OR BY ANYONE WHO MAY BE INFORMED OF ANY OF ITS CONTENTS. IN ADDITION, WE GIVE NO ASSURANCES THAT YOU WILL RECEIVE THE SERVICES FOR WHICH YOU REGISTER. WE SHALL NOT BE LIABLE TO YOU UNDER ANY CIRCUMSTANCES FOR THE FOLLOWING:

  1. IF WE ARE UNABLE TO PERFORM ANY OF OUR OBLIGATIONS TO YOU DUE TO FAILURE OF ANY TECHNICAL SYSTEMS OR FOR ANY OTHER REASONS BEYOND OUR REASONABLE CONTROL INCLUDING, WITHOUT LIMITATION, WAR, TERRORISM, GOVERNMENT ACTION, NATURAL DISASTER, AND INDUSTRIAL DISPUTE; 
  2. FOR ANY DAMAGE TO YOUR COMPUTER EQUIPMENT AS A RESULT OF USING THE WEBSITE OR THE SERVICE; OR
  3. FOR ANY INDIRECT, EXEMPLARY, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL LOSSES, CLAIMS OR DAMAGES OF ANY NATURE WHATSOEVER (INCLUDING, BUT NOT LIMITED TO, LOSS OF PROFITS, LOSS OF SAVINGS OR LOSS OF USE OF MONEY), WHETHER FORESEEABLE OR UNFORESEEABLE, SUFFERED BY YOU OR INCURRED FROM YOUR USE OF, OR DELAY, OR INABILITY TO USE THE WEBSITE OR THE SERVICE, BREACH OR FAILURE OF EXPRESS OR IMPLIED WARRANTY, BREACH OF CONTRACT, MISREPRESENTATION, STRICT LIABILITY IN TORT OR OTHERWISE.

IF YOU ARE DISSATISFIED WITH ANY PORTION OF THE WEBSITE, YOUR SOLE AND EXCLUSIVE REMEDY IS THE DISCONTINUATION OF YOUR USE OF THE WEBSITE.

OUR MAXIMUM LIABILITY TO YOU IN RESPECT OF EACH USE OF THE SERVICE FOR A TRAVEL MONEY ORDER SHALL BE LIMITED TO A REFUND OF THE PURCHASE PRICE OF THAT TRAVEL MONEY ORDER. THE DISCLAIMERS AND LIMITATIONS OF LIABILITY IN THESE ONLINE TERMS AND CONDITIONS SHALL NOT APPLY TO ANY DAMAGES ARISING FROM DEATH OR PERSONAL INJURY CAUSED BY THE NEGLIGENCE OF TRAVELEX OR ANY OF ITS EMPLOYEES OR AGENTS. IN NO EVENT MAY ANY CLAIM BE BROUGHT UNDER OR IN CONNECTION WITH THESE ONLINE TERMS AND CONDITIONS MORE THAN ONE YEAR AFTER A PARTY KNOWS OR SHOULD HAVE KNOWN OF THE ACTION GIVING RISE TO THE CLAIM. IF ANY PROVISIONS OF THESE ONLINE TERMS AND CONDITIONS INCLUDING ANY DISCLAIMERS AND LIMITATIONS ARE FOUND TO BE UNLAWFUL OR UNENFORCEABLE THEN SUCH PROVISIONS SHALL FALL AWAY AND SHALL NOT AFFECT THE VALIDITY AND ENFORCEABILITY OF THE REMAINING TERMS. THIS PROVISION DOES NOT AFFECT YOUR STATUTORY RIGHTS TO THE EXTENT SUCH RIGHTS CANNOT BE MODIFIED OR EXCLUDED UNDER APPLICABLE LAW.

Use of the Service

The online ordering facility for foreign currency banknotes (part of the Service) is for all individuals who currently live in Japan and access the Service from Japan. The online ordering facility for Cash Passport (the other part of the Service) can be used by Japanese citizens, who are resident in and accessing the Service from Japan.

The Service may only be used to order Travel Money for your personal or business travel and not for resale, speculative, investment or any other purposes. By ordering Travel Money from us, you confirm that you:

  1. have read and understood the Online Terms and Conditions and agree to be bound by them; and
  2. agree to comply with all applicable laws and regulations.

The Service is only available for the currencies listed from time to time on the online ordering screen. All orders are subject to a minimum value of \30,000, or its equivalent, and a maximum value of \600,000, or its equivalent, per person per day, with the maximum aggregate value of \1,500,000, or its equivalent, over the past 30 days. For Cash Passport, all cards are subject to a minimum value of \10,000, or its equivalent, for the initial load with a maximum value of \300,000, or its equivalent. Order limits are subject to change by us from time to time. Product availability may also be subject to further monetary limits and currency exchange restrictions. Customers must comply with all applicable laws and regulations, including those relating to anti-money laundering regulations.

Exchange Rate

We quote and notify the exchange rates applicable for the Service on the Website on/around 10am every day (please note the exchange rates of the previous business day will apply on weekends and holidays). The exchange rate applied for your order is shown in the order summary box on the right hand side of the sales funnel, or the bottom of the "Pay” screen. The exchange rates we quote are subject to change in market rates. We may not offer certain currencies when we are unable to quote due to heavy fluctuation of the market rate.

Placing an Order

You may access the Website and order the Service at any time, 24 hours a day, subject to service or internet outages or maintenance. To place an order, follow the instructions on the ordering screen. You are able to correct errors or cancel your order up to the point at which you click on "Place Order" on the “Pay” screen. You will be required to fill in all the information required for the online order, including your choice of delivery location, delivery date and payment method.

Please have your ID (Passport) with you, as you are required to input the type of ID and its number on the ordering screen. We reserve the right to request further information from you at any time or ask you to submit additional government ID to enable us to complete your order and/or to comply with regulatory requirements. We will use certain procedures to authenticate each transaction and may, at any time, decline to process your order or any part thereof for any reason. By placing an order, you must ensure you fill in all the necessary fields and confirm the information provided is correct in all respects.

After you click on ‘Place Order’, the system will display a confirmation screen setting out the details of your order. This confirms our receipt of your order that we will process. If your order has been accepted, you will receive an ‘Order Confirmation E-mail’ from us. A contract between you and us is formed only when we send you a confirmation email. Please print a copy of the order confirmation screen for your records and print or store the confirmation email in a safe place, as it may be your only record of your transaction. If you do not receive a confirmation number and/or email, it is likely that your order has not been received or that your order has not been accepted by Travelex. In this case, please contact our Customer Service Centre on 03-3568-1061 or Online.Orders.JP@travelex.co.jp (Monday to Friday 09:00–17:00 excluding weekends, holidays and year end/new year).

Delivery / Payment / Acknowledgement for Order

Delivery or Collection of Travel Money

Please specify your preferred delivery date and location selecting from the table under “Delivery Method” below. The conditions may vary depending on the product and payment method that you select.

Delivery Date:
You may be able to arrange for delivery within 14 days of the date of your order. However, delivery times may vary depending on your delivery location and residential area. When you choose the delivery location and select the specific area, the system will automatically tell you the available dates in the calendar for you to request delivery. Delivery information is also available in the FAQ.

Delivery Location:
For orders of foreign currency banknotes, you can specify the delivery/collection location as either “Home (or Your Employer’s Office)” or “Collection at Travelex Store” (note that only the stores that offer the Service can be selected in the sales funnel), however for Cash Passport purchases, you may only elect "Collection at Travelex Store".

 Delivery Method:
You will receive an Order Dispatched email from us when the order leaves Travelex . We use Japan Post for delivery to Home (or Your Employer’s Office). After the order has left Travelex and gone to the Post office, please contact the Japan Post directly if you want to change the original delivery date that you requested in your Order. Under this Service, we do not accept as a delivery address any type of ‘post office box’ or any delivery instruction to “leave at the post office until collection”. We will not liable for any losses and/or damages related to inability to deliver, or delay in delivery by the Post Office due to any disasters, bad weather, traffic regulations/jams or any other reason outside of our control.

Orders for foreign currencies will be sent by Japan Post Yu-Pak (registered post).

Delivery and Collection options:

Payment Method Foreign Currency Cash Passport
Bank Transfer

Home, Your Employer’s Office, Collection at Travelex Store

Collection at Travelex Store
Cash on Delivery

Home, Your Employer’s Office

N/A


Payment

You can select your payment method for the Service as ‘Bank Transfer or ‘Cash on Delivery’. Please choose the suitable payment method. For loading Cash Passport, you can select only ‘Bank Transfer’. Delivery conditions will differ depending on the product and/or payment method you choose.

Bank Transfer:
If you choose to pay by way of Bank Transfer, please arrange to remit the total amount payable for the Order shown in the ‘Order Confirmation E-mail’ to our designated account by 14:00 on the next business day after the time of order. When you arrange the bank remittance, please key in the 10 digit ‘Order Confirmation Number’ in the Sender’s Name column, followed by your name (JP + 8 digits of Order Confirmation Number + your name: e.g. JP12345678トラベラハナコ ). The Order Confirmation Number is required for our reconciliation to confirm your remittance to our account.

We require your information to be accurate in order to process your order without delay. We will start processing your order as soon as we confirm your payment and send you the ‘Order Payment Confirmation E-mail’. You must pay us within the timeframe set as above or we will automatically cancel your order. You can select a delivery date up to 14 days from the date of your order.

Cash on Delivery by Post Office:
If you selected the Cash on Delivery payment option, please have the full order amount stated in ‘Order Confirmation E-mail’ with you on the delivery day and pay the Japan Post staff upon receipt of your order.


Acknowledgement of Order>

Please check the contents of your order against the accompanying receipt, as soon as you receive the order. If you recognise any damage, or other unusual appearance of the outside package, and/or recognise any differences in the contents, please call our Customer Service Centre immediately.

Collection at Travelex Store:
When you collect your order at a Travelex store, we require you to present your original Japanese government-issued ID (passport or driver’s license) that you registered for the Service to identify you at the time of order pick-up. When you collect Cash Passport at a Travelex store, we require you to declare your Individual Number ("My Number") and present identification document for My Number confirmation. If you are not able to present any identification document which includes for My Number confirmation,the purchase of Travelex Money will be cancelled and funds will be returned to your bank account. 


Replacements and Returns

If you fail to accept delivery for any reason and wish your order to be re-delivered it will be your responsibility to pay any additional delivery charges.

If you do not receive your order by the specified delivery date or you receive the order and it is incorrect because of a fault on our part, you should notify us of the non-delivery or error and we will resend the order or correct the error by delivering a replacement order, as the case may be. In the event we deliver a replacement order, you agree to return the original order to us (if received by you) within 14 days. Please arrange to return the original order by post and we will reimburse you for any extra postal costs you have incurred upon receipt.

If the value of the order delivered to you is greater than the order you placed with us, you agree to notify us and return the excess to us within 14 days by post and we will reimburse you for any extra postal costs you have incurred upon receipt.


Cancellation Policy

Please take care to check your order before you click the ‘Place Order’ button at the right hand side of the bottom of the ‘Pay’ screen. Your order may only be cancelled by you up to 24 hours from the time of your order. Please call the Customer Service Centre on 03-3568-1061 (Monday to Friday 9:00-17:00) or email Online.Orders.JP@travelex.co.jp to request the cancellation. You are required to complete and send the Cancellation Request form (which you can print from the links below) to the Customer Service Centre by e-mailing Online.Orders.JP@travelex.co.jp or by facsimile to 03-3568-1070 within 24 hours of the time of your order. If we accept your cancellation request, we will send you a ‘Cancellation Confirmation E-mail’. For order cancellation, we will charge you \2,000 (incl. consumption tax) as an administration cancellation fee per order. If you have already paid us for the order at time of cancellation, we will refund the amount you have paid less the \2,000 cancellation fee. If you have not paid us at the time of cancellation, you agree to pay the administration fee to our designated account (including any charges for remittance). In no circumstances will Travelex pay or refund you more than the amount you originally paid for your order.

Request Forms

 

 


Multi-Currency Cash Passport™ Prepaid MasterCard®

Cash passport is a prepaid travel card, which is issued by Travelex Japan KK under the FTBO (Funds Transfer Business Operator) registration in compliance with the Payment Services Act (Act No. 59 of 2009; the “PSA”). We are not a bank and we are not applicable for the Deposit Insurance that banks apply, but your Cash Passport funds shall be protected by the Bank Guarantee System in accordance with the ‘PSA’. You have the right to reimbursement under the process of fulfilment of bank guarantee money.

You will be able to purchase a MasterCard Cash Passport for Foreign Cards (“Card”) under the Service. Please select the card type, destination country and purpose. The purchase and use of Cash Passport are subject to Important Information and Terms & Conditions. By purchasing your Cash Passport Card, you agree to abide by the Important Information and Cash Passport Terms & Conditions.

Initial load for the Card is a minimum of \10,000, or its equivalent, to a maximum of \300,000, or its equivalent. The exchange rates applied for Cash Passport Cards are different from those quoted for Foreign Cash. We charge a commission for loading or reloading your Card (reload is not available at this online shop - for more details please visit here) and your Card is charged an ATM fee at each withdrawal (no commission for POS use at merchants). The expiry date is shown on each Card (maximum period of validity is 5 years). The Card is reloadable and can be cashed out at your request even during the Card validity period.

The Card is designed only for use by the Cardholder who purchases the Card. The Card cannot be either lent or transferred to the third party for their use. The Card cannot be used in Japan. We ask for the purpose of your Card use at the time of purchase. If you change the purpose of your Card use, you must advise us of the new purpose. 


Complaints

Customer Service Center (Monday-Friday 09:00-17:00 excl. weekends, holidays and year end/new year)

If you have any comments or complaints, please contact our Customer Service Centre by e-mailing us at customerservice@travelex.co.jp; or by calling us on 03-3568-1061; or by sending us a fax on 03-3568-1070; or by sending a letter to Travelex Japan KK, 6F Orix Akasaka 2-chome Bldg., 2-9-11 Akasaka, Minato-ku, Tokyo 107-0052.

Please note the Customer Service Centre is contactable from Monday-Friday 09:00am-17:00pm excluding weekends, holidays and year end/new year.

We will do our best to respond to your complaint within a reasonable time. Also, we will plan remedial action to avoid recurrence, including the provision of further training to our staff. However, if you believe our actions are insufficient, then you may wish to contact or consult the one of the third parties shown below. Please note the contacts are different depending on the products you order. 

For Foreign Exchange and/or Online Service

Call Consumer Hot-line: 0570-064-370

Or contact Consumer Ombudsman: http://www.soumu.go.jp/main_sosiki/gyoukan/kanri/sogo_annai01.html

For Cash Passport

Please contact the Cash Passport Centre at 03-5728-5290 (Monday – Friday 09:30-17:00)

As we adopt ‘Financial ADR’ measures in compliance with the law, you may also contact any of the following parties for complaint and/or dispute resolution in regard to Cash Passport.

Customer Complaints


Dispute resolution

  • Tokyo Lawyers Dispute Resolution Centre TEL: 03‐3581‐0031
  • First Tokyo Lawyers Mediation Centre TEL: 03‐3595‐8588
  • Second Tokyo Lawyers Mediation Centre TEL: 03‐3581‐2249


Third Party Rights

When you place an order for Travel Money we are entering into a contract with you personally. Nothing in these terms will confer any benefit on any third party or any right to enforce these terms.


Personal Information and Payment Security

Please click on this link to our Privacy Statement to find out how we collect and use your personal information. By using the Website, you consent to such collection and use and warrant that all information provided by you is accurate. We use secure server software to make our Internet transactions secure.

You agree that all information provided by you is true and correct, that any material will not be withheld and you will provide us with any additional information that may be required by us. Travelex may require additional information from you in order to comply with regulatory requirements.

Alteration of Terms

We may, at any time, with immediate effect, change, suspend or withdraw the Website, the Service and these Online Terms and Conditions without notice and without liability to you. If we revise these terms, we will post the revised version on the Website. You are expected to review our Online Terms and Conditions from time to time to take notice of any changes we make and prior to completing each Travel Money order, as they are binding on you. By using the Website or the Service or by placing orders after we have changed these terms, you will be accepting the changes.

These Online Terms and Conditions were last updated on 7 May, 2015.


Law and Jurisdiction

Our relationship and these Online Terms and Conditions shall be governed and interpreted in accordance with the laws of Japan. Any dispute, which cannot be resolved between us, shall be resolved in the Tokyo District Court as an exclusive court in the jurisdiction.

Travelex Japan KK is a registered company in Japan (No. 0104-01-058641) and an issuer of Cash Passport under registration of Funds Transfer Business Operator (No. 00001 by Chief Executive of Kanto Financial Local Bureau).

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