Terms and conditions for Western Union® online money transfers
THESE TERMS AND CONDITIONS APPLY TO THE WESTERN UNION® ONLINE MONEY TRANSFERS. IT IS IMPORTANT FOR YOU TO READ AND UNDERSTAND THESE TERMS AND CONDITIONS BEFORE YOU ACCEPT THEM. THEY CONTAIN LIMITATIONS ON THE SCOPE OF OBLIGATIONS OF TENFORE AND WESTERN UNION COMPANY TO YOU, AS WELL AS LIMITATIONS AND EXEMPTIONS FROM LIABILITY ASSUMED BY TENFORE AND WESTERN UNION COMPANY FOR ANY DAMAGE THAT YOU MAY SUFFER AS THE RESULT OF A WESTERN UNION ONLINE MONEY TRANSFER. IF YOU USE THE WESTERN UNION® ONLINE MONEY TRANSFER, YOU AGREE TO COMPLY WITH THESE TERMS AND CONDITIONS AS WELL AS ANY APPLICABLE LAWS. IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, YOU MAY NOT USE THE WESTERN UNION® ONLINE MONEY TRANSFERS.
1.GENERAL INFORMATION - The Western Union® Online Money Transfer Service (hereinafter: Online Money Transfer Service) is offered by TENFORE d.o.o. Belgrade Electronic Money Institution with the seat at 60 Dobračina Street, 11000 Belgrade, registration number: 17327852, TIN: 101511791 (hereinafter: “TENFORE”), a Western Union agent (as described below), which got a license to issue electronic money no. 635 issued by the National Bank of Serbia Executive Board. TENFORE offers Online Money Transfer Service in cooperation with Western Union Network (France) SAS (hereinafter: „Western Union“). TENFORE offers Online Money Transfer Service, on its behalf and for its account, in cooperation with Western Union and on the basis of the license for the usage of the Western Union®brand, as well as in cooperation with authorised and registered agents (hereinafter: „Agents“). The operations of TENFORE and the provision of the Online Money Transfer Service in the Republic of Serbia are supervised by the National Bank of Serbia, with the address at 12 Kralja Petra Street 11000 Belgrade. Please see more information at www.nbs.rs,
2. GENERAL TERMS AND CONDITIONS – The present terms of the Western Union® Online Money Transfer are published in Serbian and English and define the terms and conditions under which TENFORE and Agents provide the Online Money Transfer Service to the customer (sender). These terms and conditions together with the Price List of fees for Online Money Transfer Service (hereinafter: “the Price List”) and the Notice on the collection and processing of personal data for Western Union Online Money Transfer Service comprise the General Terms and Conditions for Provision of Western Union Online Money Transfer Service (hereinafter: „Terms and Conditions“) .
TENFORE assumes obligations towards customers only in the manner and under the conditions provided under these General Terms and Conditions.
The users of the Online Money Transfer Service must be at least 18 years old residents of the Republic of Serbia holding a payment card, issued in Serbia. The Recipient a country other than Serbia, must meet the minimum age requirements in the Recipient country. By signing the agreement (hereinafter: the Framework Agreement / Remote Framework Agreement) the service user is allowed to use Online Money Transfer Service continuously, through an internet presentation without physical presence at the locations of TENFORE or the Agent.The Remote Framework Agreement is concluded with TENFORE by the customer after completed video identification in accordance with legal regulations.
Before starting the video identification procedure, the TENFORE employee notifies the customer of the obligation to obtain a consent and obtains the consent to the whole video identification procedure, particularly regarding video and audio recording and storing the video and audio in accordance with the law.
The customer’s identity confirmation is obligatory during video identification using a one-time, time-limited password (OTP) which the user receives on the designated telephone number.
Remote negotiation means that contracting, signing and pre-contract phase is fully completed by using remote communication, without physical presence of the users at TENFORE or Agent’s locations.
The video identification procedure is performed by inspecting a valid ID document (ID card or passport), along with entering data necessary for creating a user account and continued future use of the Online Money Transfer Service in terms of individual online payment transactions (hereinafter: Online Money Transfer). After signing the Framework Agreement/Remote Framework Agreement, the customer will be able to use a user account on the internet presentation in accordance with the General Terms and Conditions and the Terms and Provisions of User Account Registration on the Website, which are an integral part of the Framework Agreement/Remote Framework Agreement. Upon expiration of the validity period of the identity document for video identification on the basis ofwhich the Online Money Transfer has been executed, the customer will be prevented from using the user account on the internet presentation until he provides the necessary documentation regarding the changes. In case TENFORE cannot obtain adequate evidence of the client’s identity, it is not obliged to process an individual Online Money Transfer Service transaction.
If the customer cannot for any reason carry out video identification procedure, he/she can execute a procedure for establishing and verifying identity at the location of the Agent.
A list of Agents, with addresses and working hours, where establishing and verifying identity can be done is available on: www.tenfore.rs/lokacije.html;
After completed procedure of establishing and verifying identity, pre-agreement phase for the purpose of getting the customer familiar with conditons for providing the Online Money Transfer and/or informing, signing, the Framework Agreement/Remote Framework Agreement is concluded. a.
A daily limit for sending is 200,000 dinars, which is also the transaction limit. A monthly limit for sending per a payer is RSD 1,000,000.00.
3. SERVICE AND CONSENT - By signing the Framework Agreement/Remote Framework Agreement with TENFORE the client is provided a possibility to execute more Online Money Transfers through his user account on the internet presentation, respecting the limitations in terms of the maximum daily amount of 200.000,00 RSD.
Before signing the Framework Agreement, TENFORE will enable the customer, within a reasonable term, to get acquainted with terms and conditions relating to the Online Money Transfer provision.
Consent to the execution of an Online Money Transfer on the basis of the Framework Agreement/Remote Framework Agreement, is given by the client in the capacity of the payer by entering the data from the payment card through the user account on the internet presentation and selecting the option Continue, confirming payment for execution of each individual transaction.
By giving TENFORE consent as specified above, it shall be considered that the customer has read the Framework Agreement/Remote Framework Agreement and its Annexes and understood their contents, and that he agrees on the contents of these Terms, including the manner and conditions for creating the user account and the execution of individual Online Money Transfers and the Notification on Collection and Processing of Personal Data for Western Union Online Money Transfer. The consent provided in the above mentioned manner means an approved payment transaction, i.e. Online Money Transfer.
TENFORE will make the Online Money Transfer only if the customer has provided consent in the above mentioned manner. If there is no consent of the customer for the execution of the Online Money Transfer, the same will not be executed.
The customer is responsible for accuracy and completeness of the data provided for the purpose of creating the user account and execution of the Online Money Transfer. These Terms and Conditions are available to customers on the internet page www.westernunion.rs.
4. INFORMATION AFTER EXECUTION - TENFORE is obliged, immediately after execution of Online Money Transfer, to make easily available on the customer’s profile, through a Confirmation, the information about:
1) reference number and information pertaining to the recipient;
2) amount of payment transaction in the currency in which the recipient’s bank account is charged or in the currency in which the cash is made available to the recipient;
3) the amount of any fee charged to the sender for the execution of the Online Money Transfer, and if TENFORE collects these fees collectively - the type and amount of each individual fee constituting the collective fee;
4) if a currency is converted, the exchange rate as well as the amount of the Online Money Transfer after the currency conversion;
5) the date of receipt of the Send Money Form.
TENFORE is obliged to send to the customer at his request with no fee on a monthly basis the information on the paper from this paragraph of the executed individual payment transactions.
5. EXECUTION DEADLINE - TENFORE does not open accounts for customers. TENFORE accepts payment orders for execution of the Online Money Transfer transactions 24 hours a day through a user account on the internet presentation. It is deemed that a payment order for the execution of a single payment transaction is received when TENFORE receives an order for money transfer from the user account of the payer, after authorisation done by the payment card issuer.
The deadline for execution of the payment order is the time period from the moment of receipt of the order for sending money to the moment when the payment order contained in the same will be executed, i.e. in which the transaction of the same is expected to be executed.
Online Money Transfer transactions are usually available for payment to the recipient within a few minutes, however payment may be delayed or services unavailable due to certain conditions of a single payment transaction, specifically the amount of the Online Money Transfer, destination country of the Online Money Transfer, currency availability, regulatory requirements, identification requirements, business hours of the location of the Western Union partner and Agent, differences in time zones, or selection of delayed options.
Delivery Time. Subject to the terms of this Agreement and Service selected (if applicable), you acknowledge that TENFORE will use reasonable skill and care to execute the Transactions within the following timelines after receiving payment for our Services:
-
For Transactions with payout at a Location: (1) For payouts in cash, typically in a few minutes; (2) As otherwise notified to You at the time of Transaction (which may occur within hours of receiving Your payment); or (3) As soon as our Partners and payment networks allow.
-
For Transactions with payouts to digital wallets or to bank accounts: (1) For payouts to digital wallets, typically within 15 minutes; (2) For Payments to bank accounts, typically by the end of the fourth business day.
TENFORE reserves the right to depart from these deadlines in emergency situations. An emergency situation is considered to be any reason of Force Majeure, due to which TENFORE is not technically able to process the Online Money Transfer, in accordance with the law. TENFORE shall be released from responsibility for extending the execution deadline or failure to execute the Online Money Transfer when this is the reason for the implementation of measures in accordance with the regulations on the prevention of money laundering and terrorism financing, as well as other regulations and state measures. In the event of delay in the execution of Online Money Transfer due to the occurrence of an emergency situation or applicable regulations or state measures, TENFORE does not owe interest or any other form of compensation to the customer.
Exceeding amount limitations, regulatory restrictions or other restrictions in certain countries may delay the execution of the Online Money Transfer. TENFORE, Agents, Western Union and its Partners do not act as representatives of any bank for any purpose and do not accept deposits on behalf of any bank. For details please call the number indicated in Clause 17 hereof.
It shall be deemed that TENFORE has executed a single Online Money Transfer Payment Transaction when it makes available the amount of Online Money Transfer to Western Union and its partners and Representatives, so that the recipient can collect the funds (which are the subject of a particular Online Money Transfer transaction), by providingand/or presentingnecessary information and documents to the representatives of Western Union and its partners and Agents in connection with a particular Online Money Transfer transaction, the information being received from the payer.
6. PAYMENT - The Service is provided by payment of funds, that is cash at the payment location of a partner and directly to a bank account or to a mobile phone, where available. Online Money Transfer will normally be paid in cash, but some Western Union Partners will pay to the recipient by cheque or a combination of cash and cheque or may offer or the recipient may choose other ways to receive funds, while some Online Money Transfers can be paid to the account. All cash payments and other ways to receive funds depend on availability. To enable payment of Online Money Transfer the recipient must provide to Western Union Partners identification document in addition to all Online Money Transfer details required by Western Union, TENFORE and/or Western Union Partners, including the name of the sender and recipient, the country of origin, the control number of Online Money Transfer (MTCN), the approximate amount and any other conditions or requirements applicable at the location of Western Union, TENFORE, Agent or Western Union Partner. The Online Money Transfer shall be paid out to the person that Western Union, TENFORE, Agent or Western Union Partner deems entitled to receive after verification of identity through checking that the name on the identification document matches the name of the recipient and based on the information the recipient provides. Western Union, Tenfore, Agent or Western Union Partner will not verify the address details of the recipient. Western Union, Tenfore, Agent or Western Union Partner may pay the recipient even if the name you provide and the name on recipient’s identification document differ in minor ways (but Western Union, Tenfore, Agent or Western Union Partner does not have any obligation to pay if the name differs). If Western Union, Tenfore, Agent or Western Union Partner decides the information provided by the recipient is not sufficient, Western Union, Tenfore, Agent or Western Union Partner will decline to pay out and the transfer will be available to refund to the sender. For transactions sent to a bank account, digital wallet, or to a mobile phone, Western Union, Tenfore, Agent or Western Union Partner will transfer the funds to the account identified by the sender. In the event of an inconsistency between the holder of the account number (including mobile phone numbers for mobile phone accounts or other information provided by the sender to identify the recipient’s account) and the name of the intended recipient, the transfer will be credited to the account number provided by the sender. Please check the accuracy of the numbers you provide.
The sender hereby authorizes TENFORE, Western Union,Agent or its partners to comply with the recipient’s choice of method to receive funds even if it differs from the sender’s. Payments of Online Money Transfer to the recipient may even be effected if the transaction payment order contains minor misprints.
Payers may be provided with a possibility to ask test question in which case the Recipient may be asked to answer the test question. A test question and answer are mandatory for all Online Money Transfers to South Africa. Test questions do not constitute an additional security feature and cannot be used to time or delay the payment of Online Money Transfer and are prohibited in certain countries.
7. LIMITATIONS - Applicable regulations prohibit money transmitters from doing business with certain individuals or countries. TENFORE, Agents, Western Union and its Partners are required to screen all transactions against lists of names provided by the governments and official authorities of the countries in which Western Union operates, including the Administration for the Prevention of Money Laundering of the Republic of Serbia in accordance with Serbian Law on the Prevention of Money Laundering and Terrorism Financing, the US Treasury Department’s Office of Foreign Assets Control (OFAC), the European Union and UN. If a potential or real match of the data from the above mentioned lists and data of the sender and/or the recipient, TENFORE, Agents, Western Union and its partners are obliged to research the transaction (relevant Online Money Transfer) to determine if the name matched is indeed the individual on the relevant list. Sometimes the client is requested to submit additional identification documents or information, which may cause the Online Money Transfer to be delayed compared to the maximum completion time indicated in Clause 5 of these Terms.
If it is found out that the Client or its payee is listed on any of the designated lists (OFAC, UN, domestic list of marked persons etc.) the transacton shall be retained and funds frozen in accordance with legal regulations.
This is a legal requirement for all Online Money Transfers executed by TENFORE, Agents, Western Union and its partners. TENFORE and Western Union have the right to refuse to perform transactions with customers for whom they have assessed, in accordance with the applicable laws, that there is suspicion for prevention of money laundering and terrorism financing.
8. FEES - All transaction fees are contained in the Price List which is an integral part of these General Terms and can be accessed at www.wuonline.rs. The information of the fee for execution of a single Online Money Transfer are shown to the sender prior to completion of the order for execution of a single Online Money Transfer.
The fees for the execution of Online Money Transfer are indicated in the “Send Money” field at https://transfernovca.rs/slanje-novca in the form of a fee summary and they are shown when the destination country and the amount to be transferred are entered with a receiving option, but prior to giving consent to the execution of the individual payment transaction.
The sender shall bear all fees necessary for the execution of Online Money Transfer, unless the applicable law in a particular country stipulates otherwise. In case it is required by the applicable legislation, the execution of Onine Money Transfer may be subject to local taxes and service charges.
9. CURRENCIES - Online Money Transfer payments will be normally made in the currency of the destination country (in some countries payment is available only in US dollars or other alternative currency). In addition to the transfer fee applicable to each Online Money Transfer and if the currency which the sender approves through its user account is not the currency to be recived by the recipient, the currency is converted at Western Union’s current rate of exchange applicable at that time.
The currency will be converted at the time of transfer (i.e.dispatch of the Online Money Transfer) and the recipient will receive the foreign currency amount shown on the money sending order.
In Serbia, and in a few countries where local regulations require, the currency is converted at the time the recipient is paid, in which case the exchange rate and any amounts shown on the money sending order may be subject to exchange rate fluctuations between the time of transfer and the time the recipient collects the funds of Online Money Transfer. Western Union calculates its rate of exchange based on commercially available interbank rates plus a margin. Most exchange rates are adjusted several times daily in line with the relevant closing rates at global financial markets. The exchange rate applied may be less favorable than some publicly reported commercial exchange rates used in transactions between banks and other financial institutions. Any difference between the exchange rate offered to customers and the exchange rate received by Western Union shall be kept by Western Union (and, in some instances, its Partners) in addition to the fees for Online Money Transfer. Additional information about exchange rates for specific destination countries can be obtained by calling the number indicated in Clause 17 hereof.
9.1. Sending and receiving in countries that provide payment in multiple currencies: Senders must select the currency of payment at the time of sending Online Money Transfer. In accordance with legal regulations in the Republic of Serbia, sending a Western Union online money transfer from the Republic of Serbia can be executed only in dinars.The transfer fee for Online Money Transfer and the money that Western Union (or its Partners, mobile telephony providers) makes when it converts the funds into foreign currency may vary depending on the payment currency selected.
In some countries, it is possible to decide to receive the funds in a currency different from the one that the sender selected. Western Union or its Agents, mobile telephony providers may make additional money when your funds are converted into the currency selected by the recipient.
9.2 SMS – Where available, Western Union or TENFORE may offer free SMS notification to indicate that the Online Money Transfer has been collected by the Recipient (to the sender) or that funds are available for collection (to the recipient of the Online Money Transfer). Charges applied by TENFORE are the exclusive responsibility of the sender or recipient . To the extent permitted by law, the SMS will be sent to the Sender’s and/or the Recipient’s mobile number provided at the time of entering the data on the user account (for the payer) and when sending individual Online Money Transfer (for the recipient). Western Union or TENFORE will send SMS messages through third person’s network interface. To the extent permitted by applicable regulations, Western Union and TENFORE shall not be responsible for undelivered SMS messages or technical malfunctions that occur outside of its proprietary system.
9.3 ACCOUNT BASED ONLINE TRANSACTIONS –Where available, Western Union may enable sending Online Money Transfer to the bank or other account, mobile telephone (MMT), mWallet etc. In that case, the recipient may charge additional fees for receiving the sender’s funds in this way. Online Money Transfers should be sent to a local (recipient) currency account, otherwise the receiving institution may convert the funds at its own exchange rate or reject the transaction. The recipient’s agreement with its mobile phone service provider, mWallet, bank or other account provider (hereinafter: financial service providers) governs the account and determines their rights, liabilities, fees, funds availability and account limitations. In the event of any inconsistency between the account number (including mobile phone numbers for mobile accounts) and name of the recipient, the Online Money Transfer will be credited to the account number provided by the sender.
Western Union may make money from fees associated with use of an account. To the extent permitted by applicable law, TENFORE, Agents, Western Union and its partners accept no responsibility to the sender nor to any account holder for any fees, exchange rates used for conversion to non-local currency, acts or omissions of the destination or intermediary financial service providers.
10. REVOCATION - The sender may revoke the payment order for the execution of the Online Money Transfer at any time prior to the irrevocability of that order, in writing by electronic means to TENFORE. The payment order for the execution of the Online Money Transfer is considered irrevocable after TENFORE receives it.
REFUND - The sender may cancel Online Money Transfer for a refund, unless the funds have been picked up or deposited at the time when the written request for refund is received. Refund requests received within 90 days of the original Online Money Transfer initiation date will be eligible for a return of both transfer amount and fees paid. Refunds requested after 90 days of the original Online Money Transfer initiation date will be eligible for a return of the transfer amount only. Where Tenfore has collected fees, the fees will be refunded except when otherwise required by law or local practice. The sender will also be refunded for the fee for the execution of the revoked Online Money Transfer, if the Online Money Transfer was not available to the recipient within the time period specified for the selected service (in accordance with working time and available funds on the site selected for payment and other conditions, especially conditions beyond the control of TENFORE, Western Union or its partners, such as weather disruptions or breakdowns in telecommunications, as well as in other law-stipulated cases).
11. LIABILITY – TENFORE, AGENTS, WESTERN UNION OR ITS PARTNERS DO NOT GUARANTEE THE DELIVERY OR SUITABILITY OF ANY GOODS OR SERVICES PAID FOR BY MEANS OF THE ONLINE MONEY TRANSFER. THE SENDER’S ONLINE MONEY TRANSFER DATA (INCLUDING MTCN) ARE CONFIDENTIAL AND THE PAYER SHOULD NOT SHARE THEM WITH ANY THIRD PERSON OTHER THAN RECIPIENT.
THE SENDER IS CAUTIONED AGAINST SENDING MONEY TO ANY PERSON HE DOES NOT KNOW. IN NO EVENT SHALL TENFORE, AGENTS, WESTERN UNION OR ITS PARTNERS BE LIABLE IF THE SENDER COMMUNICATES ONLINE MONEY TRANSFER DATA TO ANY PERSON OTHER THAN RECIPIENT. TENFORE WILL BE FULLY LIABLE TO CUSTOMERS FOR THE ONLINE MONEY TRANSFER SERVICE PROVIDED BY TENFORE. TO THE EXTENT PERMITTED BY APPLICABLE LAW, TENFORE SHALL BE LIABLE FOR ANY DAMAGES DUE TO DELAY, NONPAYMENT OR NON-DELIVERY OF ANY SUPPLEMENTAL MESSAGE, WHETHER CAUSED BY MERE NEGLIGENCE ON THE PART OF THEIR EMPLOYEES OR AGENTS OR OTHERWISE, ONLY UP TO THE AMOUNT OF US$500 IN SERBIAN DINAR COUNTERVALUE CALCULATED PER MIDDLE EXCHANGE RATE OF THE NATIONAL BANK OF SERBIA (IN ADDITION TO REFUNDING THE ONLINE MONEY TRANSFER AMOUNT AND THE TRANSFER FEE). TO THE EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL TENFORE BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES. THE FOREGOING DISCLAIMER SHALL NOT LIMIT TENFORE LIABILITY FOR DAMAGES RESULTING FROM TENFORE GROSS NEGLIGENCE OR INTENTIONAL MISCONDUCT.
When Western Union partners accept cheque, credit or debit card or any other non-cash payment method, neither TENFORE, nor Agents, Western Union or its partners shall assume any liability for Online Money Transfer processing or payment if such payment mode is uncollectible, nor they shall assume any liability for damage arising from non-payment of such Online Money Transfer due to such non-collectibility.
TENFORE, Agents, Western Union and its partners may reject to provide service to any person, in case of any justifiable reason, in accordance with law.
12. Neither TENFORE, nor Western Union may assume any liability for the services selected by customers, relating to the services of a telecommunication provider (for internet or any other software), provider of financial services (payment card issuer), etc:
a. malfunctions in communication facilities over which TENFORE and Western Union have no control;
b. the loss of data or the delay in transmissions caused by using an Internet service provider or a browser or other software over which TENFORE and Western Union have no control;
c. the services provided by your card issuer;
d. viruses originating from third parties;
e. errors on the Western Union internet presentation or within the Western Union Online Service that are the result of incomplete or wrong information that you or a third party provided;
f. the unauthorised use or interception of information prior to reaching the internet presentation; or
g. the unauthorised use of or unauthorised access to data in conjunction with you or your individual payment transactions processed by TENFORE, unless such use or such access is the result of negligence by TENFORE or Western Union.
12.1 TENFORE has no obligation to initiate or execute the Service if:
a. it cannot obtain adequate evidence of your identity;
b. TENFORE or Western Union have reason to believe that the information of individual Online Money Transfer is incorrect, unauthorised or forged;
c. you provide Tenfore or Western Union with wrong or incomplete information or if Tenfore or Western Union do not receive your informaiton of single payment transfer in a timely manner in order to guarantee timely execution of the requested Online Money Transfer.
Neither TENFORE nor Western Union assume any liability for loss or damage caused to you or any third party due to nonpayment or delayed payment of money transfer to the recipient or if Western Union Online service fails or refuses to execute the Online Money Transfer for any of the above mentioned reasons.
12.2 TENFORE has the right to refuse to provide Online Money Transfer either partially or in full and/or to cancel or suspend an individul payment transaction if it constitutes a violation of the General Terms and Conditions and/or any applicable law, a court order or requirements of a regulatory body and/or any other body having jurisdiction over TENFORE or, if TENFORE and Western Union consider such step necessary to protect interests of TENFORE or Western Union.
If TENFORE refuses to provide Online Money Transfer (partially or in full) to you for any of the above reasons, we will notify you accordingly if possible and provide you with the reasons for such refusal (unless notifying is against law). The customer can be informed of the reasons for the refusal of Online Money Transfer by calling customer relations department (see clause 17). Using Online Money Transfer for any prohibited purposes shall constitute violation of the General Terms and Conditions and Framework Agreement/Remote Framework Agreement.
12.3 TENFORE has absolute discretion right to impose limits on the individual transaction amounts, either on the basis of individual payment transactions or on an aggregated basis. The amount of individual payment transaction is limited to the manner anticipated by articles 2. and 3. hereof.
12.4 TENFORE and Western Union may, due to certain circumstances, either partially or fully cease operating the Western Union internet presentation or Online Money Transfer if circumstances that are beyond our control compel us to take such action and which we therefore consider appropriate (“ Force Majeure”). If the services provided on the Western Union internet presentation by the Online Money Transfer should be interrupted for whatever reason (whether by TENFORE or Western Union, an independent provider or in any other manner), TENFORE and Western Union shall take adequate measures to keep the duration of this interruption as short as possible.
12.5 Our communication with you is conducted according to provisions of the Framework Agreement/Remote Framework Agreement.
13. CLIENT OBLIGATIONS
13.1 You consent, after confirmation (by selecting the option Continue), to the basic amount of the money transfer plus TENFORE fees for the respective Online Money Transfer being cleared by your card issuer, or that this amount is transferred from your bank account to TENFORE, prior to TENFORE executing the transfer or any other transaction. Prior to the final authorisation of a single payment transaction you will be notified of the precise amount which TENFORE will clear with your card issuer or which TENFORE will debit your bank account.
13.2 You consent to and acknowledge the following conditions:
a. the information provided in order to effect money transfer is true, accurate, current and complete.
b. you will provide TENFORE or Western Union with any identity information or documents, for verification or additional data as may be requested by TENFORE or Western Union.
c. you are allowed to share the individual transaction data (amount of money, your name, your country, name of recipient and MTCN) with the recipient only. You are obligated to ensure that no third party can gain unauthorised access to this information. We recommend that you transfer money only to recipients that you know personally.
d. you shall not use any anonymizing tool that attempts to make your activities untraceable.
e. you shall not use the Service for prohibited purposes;
f. within the Framework Agreement/Remote Framework Agreement you will not initiate single Online Money Transfers which violate these General Terms and Conditions or any other restrictions of use or terms of use as set forth on the Western Union internet presentation.
g. you are personally responsible for keeping your password and your username safe, pursuant to clause 14 below.
13.3 In the event of loss, theft, copy or the misuse of the individual transaction data (see above clause 13.2.c) you must immediately notify TENFORE or Western Union by telephone (see clause 17). Until the moment when TENFORE or Western Union has been notified, you will be liable to TENFORE and Western Union for damages resulting from the improper use of the individual transaction data if you have passed such information to any person other than the recipient of the money payment or if you have facilitated the improper use of the payment instrument with fraudulent intent or violated your duty of keeping the information by chance or with gross negligence. Upon confirmation of the notification receipt by TENFORE, you are released of any further liability unless you contributed towards the misuse with the intent to defraud. You shall notify TENFORE immediately upon learning of a money transfer which you did not authorise or which was executed erroneously.
13.4 You consent to and acknowledge that we may forward any particulars about you and the recipient and about Online Money Transfer provided to you, if necessary, to relevant government authorities:
a. if we are obligated by law to do so; or
b. if we are of the opinion that such a disclosure may assist in the prevention of fraud, money laundering or other crimes.
13.5 It is your responsibility to ensure all details are accurate before you initiate execution of individual payment transaction. Once a request for individual payment transaction has been submitted, it is not normally possible to amend details of that request. You will have the opportunity to review and confirm all transaction details before submission.
14. PASSWORD AND SECURITY
Prior to the execution of any Online Money Transfer, you will be asked to provide a user name and password that you got according to General Terms and Conditions and provisions of user account registration on the website. The password and the username must not be used by any other person than yourself. It is your responsibility to keep your password and your username safe as well as all individual payment transactions carried out using your password or your username. NEVER SHARE YOUR PASSWORD WITH ANYBODY AND DO NOT WRITE IT DOWN ANYWHERE! You consent to notifying TENFORE immediately by telephone (see clause 17) of any unauthorised use of your password or of your username or of any other breach of security. Once you have informed us of the unauthorised use of your password or your username, we will immediately take all the necessary steps to prevent any further use of this information. Prompting these steps does not make TENFORE or Western Union liable for any loss or damage you suffered that are the result of your failure to comply with your duty in accordance with this paragraph.
15. DATA PROTECTION
Personal data of the user are processed in accordance with applicable data protection regulations. Data Controllers are TENFORE, Western Union and Partners (see additional details in item 1 hereof, and hereinafter: Data Controllers). By providing consent for the execution of money transfer when signing the Framework Agreement/Remote Framework Agreement, the customer gives consent for processing of his personal information, which is legal grounds for data processing. Provision of data is contractual obligation and necessary condition for contract conclusion, because without the relevant data the service cannot be executed in accordance with legal regulations. The customer has the right to revoke the consent for data processing at any time.
Personal data collection and processing is carried out in accordance with this clause of the General Terms and Conditions and Notification on Processing and Collection of Personal Data for Western Union Online Money Transfer.
Please review Western Union’s Global Privacy Statement to better understand Western Union commitment to maintaining your privacy.
The collected personal data and information are used for the purpose of providing Online Money Transfer services, as well as for administration of business books of Data Controllers, providing support to the customer regarding proper execution of money transfer, prevention of money laundering and terrorism financing, adjusting of operations with applicable regulations and fulfillment of legal obligations of Data Controllers, better understanding of customers through the analysis and examining of data of money transfer transaction and thus improving the area of prevention and detection of fraud and thefts in providing money transfer services, improving our products, services and operations, as well as to send to customers commercial messages via e-mail, telephone, post, SMS or any other channel, if they select and/or agree to it based on a written consent.
Data Controllers may also provide the information and data to other legal entities that ensure the execution of Online Money Transfer service to them (e.g. service providers of third parties etc.), if there is a legitimate interest and reasonable need to do so and only to the extent necessary to carry out or aid the Online Money Transfer, or to fulfill any purpose set out in this clause. Data Controllers may disclose customer’s personal information, including without limitation name, number of customer’s ID document, address and bank account information, (i) if required by domestic or foreign regulations or legal process or (ii) to law enforcement authorities for purposes such as detecting, prosecuting and preventing crimes, including money laundering and related criminal activities.
16.CUSTOMER'S RIGHTS - These General Terms and Conditions will be provided to the customer upon request, in writing or another permanent data carrier, free of charge and without delay. Upon request of the customer, TENFORE shall deliver to the customer on paper or other permanent data carrier the information it is obliged to make available to the customer before the conclusion of the Framework Agreement/Remote Framework Agreement, within the meaning of Clause 3 hereof, and immediately after the execution of the Online Money Transfer, within the meaning of Clause 4 hereof.
The customer has the right to receive from TENFORE the information, data and instructions related to his contractual relationship with TENFORE, in written form or another permanent data carrier, without compensation, in accordance with the law, in the manner and within the deadlines set forth herein.
17. CUSTOMER RELATION - If you have a specific question or request regarding the provision of the Online Money Transfer in general or in respect of a specific payment transaction, please call +381 (0) 11 333 4 999. TENFORE will, through its customer service department, take all reasonable measures to answer your question and/or request in a timely and complete manner. All relevant data related to the execution of Online Money Transfer, as well as contact information for communication with TENFORE can be found at www.tenfore.rs. TENFORE shall not charge any fee for providing information which is required to provide free of charge, in accordance with legal regulations and these Terms.
18. OTHER - In performing their activities, TENFORE acts with due professional attention in accordance with the rules of business that regulate its activities, good business practices and the principle of due dilligence and honesty.
19. INTELLECTUAL PROPERTY
Internet presentation of the company Western Union and Online Money Transfer, their contents and all intellectual property pertaining thereto and contained therein (including copyrights, patents, database, trademarks and service marks rights) are the property of Western Union, of Western Union partners or of third parties. All rights to the Western Union internet presentation and Online Money Transfer remain our property and/or the property of Western Union partners or other third parties. The Western Union internet presentation and Online Money Transfer must be used only for the purposes permitted by these General Terms and Conditions or as described in the internet presentation. You are entitled to browse and save a copy of the pages of the Western Union internet presentation for your personal use. Without our explicit written approval you are not entitled to duplicate, publish or modify the Western Union internet presentation, the Online Money Transfer Services or parts thereof, or to create derivative works from the same, participate in their assignment or sale, publish them on the Internet or use them in any other form for any public or commercial purpose. You are not entitled: (a) to use a robot, spider, scraper or any other automated programme to access the Western Union internet presentation and/or Services, and/or (b) remove or modify information related to copyrights and trademarks or proprietary information published on the Western Union website (or printed pages of the internet presentation). The name Western Union and all other names as well as proprietary designations of Western Union products and services named on the Western Union internet presentation are exclusive brands of Western Union, Western Union partners or other third parties. Other products, services or company designations appearing on the internet presentation may be the trademarks of their respective owners.
20. LINKS TO OTHER INTERNET PRESENTATIONS
The Western Union internet presentation may contain links and pointers to other Internet sites and resources (www) (" Linked Sites"). Link to any Linked Site does not mean that TENFORE or Western Union approve of any third party resources or their contents or that we cooperate with them. Links do not imply that Western Union is affiliated or associated with third parties or is legally authorised to use any trademark, trade name, logo or copyright symbol displayed in or accessible through a link, or that any Linked Sites are authorised to use any trademark, trade name, logo or copyright symbol of Western Union. You should direct any concerns regarding any Linked Site to such Linked Site administrator or webmaster. Western Union does not represent or endorse the accuracy or reliability of, and expressly disclaims, any advice, opinion, statement, or other information displayed or distributed through any Linked Site. You hereby acknowledge that reliance upon any opinion, advice, or information displayed on or otherwise available through any Linked Site shall be at your sole risk.
Copyright 2024 WESTERN UNION HOLDINGS, INC. All Rights Reserved
IMPORTANT NOTICE: THE TERMS AND CONDITIONS ON WHICH THE ONLINE MONEY TRANSFER SERVICE IS PROVIDED ARE SET OUT IN THIS DOCUMENT. YOU ARE REQUIRED TO READ AND UNDERSTAND THESE GENERAL TERMS AND CONDITIONS, ESPECIALLY THOSE DESCRIBING CONDITIONS FOR ONLINE MONEY TRANSFER PAYOUT, RESTRICTING LIABILITY AND DATA PROTECTION, BEFORE GIVING CONSENT TO TRANSACTION EXECUTION. IN ADDITION TO THE TRANSFER FEE FOR THE EXECUTION OF THE MONEY TRANSFER, WESTERN UNION AND ITS PARTNERS ALSO MAKE MONEY FROM THE CONVERSION OF CURRENCIES. PLEASE SEE FURTHER IMPORTANT INFORMATION REGARDING CURRENCY CONVERSION AND LEGAL RESTRICTIONS THAT MAY DELAY THE TRANSACTION SET FORTH IN THESE TERMS. PROTECT YOURSELF FROM CONSUMER FRAUD. BE CAREFUL WHEN A STRANGER ASKS YOU TO SEND MONEY (IN PARTICULAR, FOR ONLINE PURCHASE AND PAYMENT, INTERNET AUCTIONS, NEWSPAPER OR TELEPHONE OFFERS). THE WESTERN UNION® ONLINE MONEY TRANSFERS ARE DESIGNED TO SEND MONEY TO PERSONS YOU KNOW AND TRUST. DO NOT DIVULGE THE DETAILS OF THIS ONLINE MONEY TRANSFER (INCLUDING MTCN) TO A THIRD PARTY OTHER THAN A DESIGNATED RECIPIENT.
GENERAL TERMS FOR PROVIDING ONLINE MONEY TRANSFER SERVICE ARE VALID AS OF FEBRUARY 28th 2025.
