Terms & Conditions | First Eastern FX

These Terms & Conditions form the basis of an agreement between you and Eastern & Allied Pty Ltd (“E&A” or “us” or “we” or “our”), trading as “Hai Ha Money Transfer”, “Remox” and “First Eastern FX”, and apply to your use of our Services.

Please read these Terms & Conditions carefully and ensure that you understand them fully before using the Services. Please note that if you do not accept these Terms & Conditions, you will not be able to use our Services.

By using our Services, you agree and accept all the Terms & Conditions. The Terms & Conditions are provided to you in English. You agree that by using any of the Services, this constitutes your acceptance of the Terms & Conditions.

Definitions

Unless the context otherwise requires, the following expressions shall have the respective meanings set out against them.

Account Details/Registration– means your in-branch or online registration information with E&A.
Affiliate – means a business that provides money transfer/remittance Services to customers as part of a remittance network operated by E&A.
Agent – means a business that provides currency exchange Services to customers as part of an arrangement operated by E&A.
Customer or “you” – means the individual or entity sending a money transfer/remittance or conducting a foreign currency exchange transaction.
Charges - means fees that you may incur by using the Services including but not limited to debit/credit card surcharges, cancellation fees and other administration fees for recovering funds/providing additional services.
Delivery Method – means method of delivery such as bank credit, cash pickup or delivery of a money transfer/remittance.
E&A or “us” or “we” or “our” – means Eastern & Allied Pty Ltd, trading as “Hai Ha Money Transfer”, “Remox” and “First Eastern FX”.
Exchange Rate – means the foreign exchange rate applied to the Transaction for the Transaction Amount.
Payout Amount – means the amount received by Customer/Receiver.
Payment Method – means details of the method of payment.
Receiver – means the individual or organisation receiving a money transfer/remittance.
Service Provider – means an E&A service provider who assists E&A to provide the Customer and Receiver, the Services.
Services – means inbound/outbound money transfer/remittance or foreign currency exchange services conducted via E&A’s branches, Affiliates/Agents and online platforms and channels.
Service Fees – means fee for providing the Service including the Sending Fees for money transfer/remittance Services and the Service Fees to collect your foreign currency exchange order.
Terms & Conditions – means all the terms and conditions contained here.
Transaction – means the access, use, or attempt to use the Services money transfer/remittance or foreign currency exchange.
Total Amount – means the total of the Transaction Amount and the Service Fees.
Transaction Amount – means the amount of money to be sent in a money transfer/remittance service, or the amount to be exchanged in a currency exchange service.
Promotion – means a broad offer or deal applicable to a group of customers. Specific Terms & Conditions apply for the promotion.
Voucher – means a unique offer code tailored or offered to a designated Customer.

General terms

General Terms & Conditions apply to all Services and to E&A and Affiliates/Agents.
Remittance Terms & Conditions apply to the Remittance Service and to E&A and Affiliates.
Foreign Currency Exchange Terms & Conditions apply to the Foreign Currency Exchange Service and to E&A only unless it states it applies to Agents.
No waiver of a right or remedy under these Terms & Conditions is effective unless in writing and signed by us and will not constitute a waiver of any other right or remedy under, or condition of, the contract between you and us.
The contract between you and us is governed by the laws of New South Wales, Australia and the parties irrevocably and unconditionally submit to the jurisdiction of the courts of New South Wales, Australia.
The contract between you and us may not be modified except with the written agreement of E&A. No local, general, or other trade customs will be applied to alter the terms of the contract.
The consent of E&A to anything under these Terms & Conditions may be withheld in E&A’s absolute discretion.
Any part of the Terms & Conditions, which is wholly or partially void or unenforceable, is severed to the extent that it is void or unenforceable. The validity or enforceability of the remainder of the Terms & Conditions is not affected.
The Terms & Conditions constitute the entire agreement between you and us with respect to its subject matter and supersedes all prior communications and negotiations between you and us.
E&A may change these Terms & Conditions from time to time. The version of the Terms & Conditions current at the date of a Transaction will continue to apply notwithstanding any variation made after that time.

A. Customer minimum age

As a user of the Services, you will not access, use, or attempt to use the Services to make or provide any Transaction unless you are at least 18 years old and residing or travelling in Australia, and you warrant that you have the legal capacity to form a legally binding contract in Australia.

B. Exchange rate and Charges

We will provide an Exchange Rate quote that is only valid at that point in time. The Exchange Rate quote varies from time to time depending on movements in the market rates. We cannot confirm the Exchange Rate quote over the phone or via email until you receive our booking confirmation and we receive the full payment within our requested time frame. Booking confirmation will be sent within our branch’s trading hours.
We may apply different Exchange Rates for different customers via different channels in response to different strategies, operational costs, promotions and competition.
If you submit a Transaction that results in E&A becoming liable for charges, including but not limited to a credit card chargeback fee or other similar fees, you agree to reimburse us for all such charges.
We will apply a surcharge fee for processing credit card payments, and may apply a surcharge for other payment options. This surcharge fee is non-refundable unless the transaction is cancelled due to a fault of ours.
E&A will have no responsibility for any costs you may incur using a particular Payment Method to pay a Transaction. These may include but are not limited to unauthorised overdraft fees imposed by banks if there are insufficient funds in your bank account or "cash advance" fees and additional interest which may be imposed by credit card providers if they treat use of the Services as a cash transaction rather than a purchase transaction.
Where we temporarily or permanently suspend your Registration, or refuse or cancel a Transaction, E&A is entitled to deduct any reasonable cancellation fee before making any refund.

C. Provision of information and documentations

In connection with any Transaction and your use of the Services, you will:
1. provide us with true, accurate, current and complete information as is required to use the Services and any other information which may be required in relation to the Receiver; and
2. provide us with any identification and supporting documents as may be requested by us;
3. provide us with details of your Payment Method;
4. provide us with any other information that we consider must be provided for a Transaction to be properly executed, as specified when you enter or provide the details of the Transaction.
5. provide an email address and contact number that you are the owner of and have access to. If you wish to update your email address and/or contact number you can request this by contacting us.
When you are using the Services, it is your responsibility to make sure all the details are accurate before submitting a Transaction. Once a Transaction has been submitted, it is not normally possible to change any details of that Transaction. You will be given the opportunity to confirm the Transaction before submission and you must check the details carefully.
You consent to the disclosure of your personal information by E&A to our electronic identity verification providers, and the use by these organisations of your information for the purposes of electronic verification of your identity as outlined in the Anti-Money Laundering and Counter-Terrorism Financing Act 2006(“AML/CTF Act”). This may include using a credit reporting agency and disclosing your full name, residential address and date of birth, for the provider to provide an assessment of whether the information you have provided matches, in whole or in part, information contained in a credit information file they possess.
You also consent to E&A collecting, using, and disclosing your personal information as well as the receiver's information to our partners/service providers, including remittance payout and payment processing partners.
In order to comply with our obligations under relevant laws, E&A reserves the right to request further information or evidence including but not limited to the purpose of a transaction, source of wealth to fund the transaction and the relationship between the Customer and the Receiver.
We will use, hold and disclose personal information about you in accordance with our Privacy Policy available on our websites. This includes information that may be captured through CCTV and audio recordings at our premises or through phone call recordings, as outlined in our Privacy Policy.

D. Breach of these Terms and Conditions

In using the Services, you will comply with these Terms & Conditions and any applicable laws, rules or regulations. It is a breach of these Terms & Conditions to use the Services to initiate Transactions:
1. to a Customer or Receiver who has violated these Terms & Conditions, or
2. in connection with what we consider to be fraudulent, illegal or unethical activity including but not limited to money laundering or terrorism financing.
If E&A reasonably believes you are using the Services in connection with any of these or other with fraudulent, illegal or unethical activities, or are permitting a third-party to do so, E&A may cancel the transaction, cease to deal with you as a customer and report you to the appropriate authorities.
You acknowledge that nothing in these Terms & Conditions or in any other information provided by E&A as part of the Services is intended to be, nor should it be construed to be, legal or other advice. If required, you agree to consult your own professional advisers as to the effects of laws that may apply to the Services or your use of them.
You will not use any device, software or routine to interfere or attempt to interfere with the proper working of the Services or any Transaction being processed through the Services.

E. Transaction cancellation

To the extent permitted by law or these Terms & Conditions, once we have received your Transaction, you do not have the automatic right to cancel it.
We warrant that the Services will be provided with due care and skill and in accordance with the Transaction. Our sole obligation in the event that we fail to comply with its warranty is, at our option, to perform the Services again or to refund the Service Fees. Except to the extent implied by law, we accept no other liability in relation to the supply of the Services.
Registration for the Services does not entitle you to make any Transaction that you wish to make. We may refuse a Transaction at any time and for any reason. Where we permit a Transaction, we may still suspend or cancel the Transaction or the Services under these Terms & Conditions. E&A reserves the right not to disclose the reason to refuse or cancel a Transaction at our discretion.
We will, in our absolute discretion, refuse or cancel a Transaction where we offer or display the incorrect fee or Exchange Rate (significantly higher/lower than the correct fee or Exchange Rate at a particular point in time) at our branches or on the websites due to internal or external reasons or errors that we do not expect or cannot control.
We will, in our absolute discretion, refuse or cancel a Transaction where we may not receive your payments for a Transaction within our requested time frame.
We may, in our absolute discretion, refuse or cancel a Transaction where we believe that the Services are being used, whether by you the Customer, or the Receiver, when there is a suspicion of illegal, fraudulent or unethical activities.
We may in our absolute discretion, refuse or cancel a Transaction based on Customers or Receivers, including but not limited to entities and individuals on restricted or prohibited watch lists issued from time to time by any government authorities, if we are required to do so by law, or where we have reason to believe processing the Transactions would violate any local laws and regulations.
We may refuse to process a Transaction funded by any Payment Methods where we have reason to believe that the Payment Method has been compromised or where we suspect the unauthorised or fraudulent use of the Payment Method.
We may, in our absolute discretion, refuse or cancel a Transaction if we believe you are using the Services to purchase goods or services from unknown or suspicious third parties or in any way related to a suspicious purpose.
We may in our absolute discretion, refuse or cancel a Transaction if:
1. we are unable to verify your identity;
2. you do not present valid identification documents upon request (including to collect a remittance or currency exchange transaction);
3. we are unable to verify the identity of the Receiver if required;
4. you do not comply with information, information confirmation and/or document requests;
5. you make a payment for the Transaction from a bank account or card that does not belong to you;
6. you make a payment for the Transaction from a bank account or card that we could not verify the account holder name. In that instance, we may ask you to provide supporting documents for the purpose of the account verification;
7. we believe that you are using our online platforms to speculate on the Exchange Rate;
8. we believe you are using the Services, or you are allowing it to be used, in breach of these Terms & Conditions or any applicable laws, rules or regulations;
9. the cards used to pay for the Transaction are Prepaid/Gift cards, cards issued by organisations such as but not limited to American Express, JCB, Union Pay.
Where we have refused or cancelled a Transaction we may also, at our discretion, temporarily or permanently suspend your registration associated with your Account Details.

F. Refund request

A request for a refund must be submitted to one of the contact points listed at the end of these Terms & Conditions. If you have any problems using the Services or are aware of any unauthorised or incorrectly executed Transaction, contact us through the channels listed at the end of these Terms & Conditions without delay.
Once the refund request either by E&A or by customer is approved, we will process the refund on the same day. Refunds will be credited back to the same bank account, card or payment sources that you used to pay for the transaction in the same currency. You are likely to receive funds within 1-3 business days depending on the Payment Methods.

G. Request to close the account

We have an obligation to have all records be kept and stored securely and safely within a certain timeframe by law and regulations. You can request to close your account but records of your account need to be kept within the required timeframes.
When your account is closed off you cannot access our online or in-branch Services. If you want to re-use our Services, you need to request to reactivate the account at our branches.
It takes 1-3 business days for us to take action on your requests.
You can still access your historical Transaction statement even if the account is closed. You need to contact us for this request.

H. Electronic Communications

You acknowledge that these Terms & Conditions shall be entered into electronically or via acceptance of your signature and that the following categories of information ("Communications") may be provided by electronic means:
1. these Terms & Conditions and any amendments, modifications or supplements to them;
2. your records (e.g. Transactions) through the Services;
3. any initial, periodic or other disclosures or notices provided in connection with the Services, including without limitation those required by law;
4. any customer service communications, including without limitation communications with respect to claims of error or unauthorised use of the Services; and
5. any other communication related to the Services or E&A.
You may withdraw your consent to receive Communications electronically, but if you do, we will still be able to contact you for the purposes of fulfilling your Transaction. In order to withdraw your consent, you must contact us using our contact information at the end of these Terms and Conditions.
In order to access and retain Communications, you must have or have access to the following:
1. an internet browser that supports 256 – bit such as Internet Explorer version 9.0 or above;
2. an email account, email software capable of interfacing with E&A email servers and the capability to read email from E&A, and a device and internet connection capable of supporting the foregoing; and
3. sufficient electronic storage capacity on your electronic device’s hard drive or other data storage unit; or
4. a printer that is capable of printing from your browser and email software.
In addition, you must promptly update us with any change in your email address by contacting us via one of the contact points listed at the end of these Terms & Conditions. In compliance with our privacy policy, we must carry out our verification before we can update your Registration profile.

I. System Maintenance

We will inform you when our system is undergoing substantial maintenance (at least 12 hours) which may cause the interruption to access our online platform. However, we are not responsible to inform you of our Service Provider’s system maintenance. If the Service Provider’s systems are under maintenance, it will cause delays in processing your order Request.

J. Promotions and Vouchers

Periods for all promotions, vouchers and events are based on the Sydney, Australia time zone. After the expiry date, the discount will be automatically invalid.
Specific terms and conditions that apply to Promotions, Vouchers and Events will be outlined in the channels used to promote them.
Promotions
1. The promotion is subject to availability and may be subject to change or termination without prior notice.
2. Promotions may differ based on many factors, including but not limited to the country you are sending to or the currency that you are sending.
3. Promotions may or may not be combined with any other offer.
4. Customers must comply with the specified requirements and deadlines to take advantage of the Promotion.
5. By participating in the Promotion, Customers agree to follow these Terms & Conditions and any additional conditions specified.
Vouchers
1. Vouchers are designated exclusively to one customer and non-transferable to any other person.
2. If a first-time voucher for customers is available, the voucher can only be applied to the first transaction if it meets the voucher’s terms and conditions, and will no longer be available for subsequent transactions if the first transactions don’t meet the terms and conditions.
3. Vouchers cannot be redeemed for cash.
4. Each voucher may have its own terms, including but not limited to validity period, usage limitations, and specific conditions.
5. Vouchers cannot be combined with other vouchers.
6. Vouchers may or may not be combined with a Promotion.
7. Customers must select the Voucher or Voucher code accurately during the transaction process to apply it to the transaction.
8. Once redeemed, the Voucher will automatically be considered as used. This action is not reversible regardless of any reason or change to the transaction.
9. We reserve the right to cancel or invalidate any Voucher if we suspect misuse, fraud, or violation of terms.
10. By using the Voucher, Customers agree to follow these Terms & Conditions and any additional conditions specified.
Events

By entering our lucky draw events, the participants agree with (but not limited to) the following terms and conditions:

The winner needs to be contactable or contact Hai Ha Money Transfer within 14 days after the draw date and needs to collect the prize within 7 days after successfully being contacted. If the winner fails to do so, we will redraw it on the fourteenth day after the draw date at 12 pm (AEDT/AEST time).
Where prizes are no longer available for us to purchase, we will replace them with a similar, equivalent prize.
The winner must agree to let us use their last name, first name, postcode, and photos taken when receiving the prize to appear on all our media channels.
Collecting the prize: if the winner is based in any state except the Australian Capital Territory or Tasmania, they will be required to collect the prize from one of our nominated Eastern & Allied Pty Ltd branches.
Delivery of the prize: if the winner is based in the Australian Capital Territory and Tasmania, the prize will be delivered to them and they will need to take a photo of themselves with the prize and send it to us.

Remittance

A. Transaction confirmation

The details of the Transaction will be displayed on the receipt or websites, and you will be asked to confirm this. The details will include but not limited to the details of the Customer, Receiver, Delivery Method, Transaction Amount, Receiving Currency, Service Fees, Total Amount and Exchange Rate, if any. By paying the Total Amount you agree that the details of the Transaction provided are true, complete and accurate. Proceeding with the Transaction at this point is entirely optional.

B. Dispute timeframe

Customers are advised to carefully check all transaction details before completing any transaction whether in-branch or online. In-branch transactions are considered final once the customer leaves the branch. However, in cases where E&A identifies an error after the transaction (e.g., technical, machine, or human error), E&A reserves the right to contact the customer to resolve the issue. Customers are expected to cooperate in good faith.
If you believe your transaction was not properly processed, you must contact E&A through the contact channels listed at the end of this Terms & Conditions document within 30 days from the transaction date.
Any disputes related to cash counting errors (for in-branch transactions) must be reported within 7 days from the time of the transaction.

C. Payout amount, payout currency, payout time frame

When you pay a Transaction Amount in one currency and the Payout Amount in another currency, there may be a difference between the Exchange Rate at which we buy foreign currency and the Exchange Rate provided to you. E&A usually makes a small profit in these circumstances. We guarantee you that we transfer the full Payout Amount in local currency however we cannot guarantee that the Payout Amount received in the Receiver’s bank account is the full Payout Amount as E&A will have no responsibility for any deductions incurred on the Payout Amount by any intermediary, correspondent or receiver bank.
If a Receiver’s account is denominated in a currency other than the currency you instructed us to make payment in, there may be delays, additional deductions and/or the Payout Amount may be different to the Payout Amount in the Transaction. The Customer is therefore responsible for ensuring that the currency requested for the transaction matches the currency of the account where the funds are to be delivered.
In most cases, the length of time required for the Receiver to receive the Payout Amount since the date we receive the full payment from you varies depending on our Service Provider. However, this length might vary due to different factors and we do not hold any liability for any reasons that are beyond our control, which include but are not limited to:
1. Bank or public holidays;
2. Technical problems from Service Provider;
3. Natural disasters; or
4. Labour issues or strikes.

D. Transaction cancellation

We may, in our absolute discretion, refuse or cancel a Transaction or terminate business relationship with you where we believe that the Services are being used, whether by you or the Receiver, to provide remittance Services to others without a contractual arrangement as an Affiliate and the necessary registrations with the relevant authorities.
Notwithstanding this, E&A may, in its absolute discretion, attempt to cancel your Transaction if you have informed us that you wish to revoke it. In some cases, E&A may have already initiated a request for funds to be paid out to your Receiver by its Service Provider that cannot be reversed, and therefore cannot guarantee cancellation will be successful.
If we have executed the Transaction in accordance with the instructions you have provided to us, and either the information is incorrect or the Transaction has been a result of a scam or fraud where the Customer is a victim, we will make reasonable efforts to recover the funds but we are not liable for the execution of the Transaction. We may charge you a reasonable fee to try to recover the funds.
Where E&A has executed the Transaction that was not in accordance with the Transaction, E&A will refund the full Total Amount paid to E&A. Unless there are exceptional circumstances, no adjustment will be made for any currency fluctuations that may have occurred between the time you pay us the Total Amount and the time of the payment to the Receiver;
Our responsibility is to inform you of Transactions which are not executed by our Service Providers. If we do not receive your response, or if we cannot reach you or your nominated receiver within one month from the day of your submitted Transaction we will cancel your Transaction. Even though the Transaction is cancelled you must submit the refund request by contacting E&A through the channels listed at the end of these Terms & Conditions.

E. Service Fees and Charges

For each Transaction that you submit, you will pay us the relevant Service Fees in addition to the Transaction Amount, if applicable. Payment of the Service Fees is required at the time that you submit your Transaction. To the maximum extent permitted by law, the Service Fees are non-refundable unless explicitly stated in these Terms & Conditions.
Transaction statement: a fee of $5 per statement.
Transaction receipts: you can request to reprint historic transaction receipts. A fee of $1 per receipt.
Cancellation fee:
1. A surcharge fee (1.2%) is applied for processing credit card payments and may also be charged for other payment methods. This surcharge fee is non-refundable, unless the transaction is cancelled due to an error or fault on our part, including system failures or technical issues.
2. If you request to cancel the Transaction which has been sent to our Service Provider for processing and the Transaction has not been executed, we will approve your refund request and process the refund less the Service Fees unless it is a fault of ours.
3. If you request to cancel a transaction that has not been sent to our Service Provider for processing, the following applies:
  1. Change of Mind:
    1. Online and Booking Transactions: We will process the refund after deducting the Service Fees, with the deducted amount not exceeding $15.
  2. Our Internal Policies and Payment Issues:
    1. Online, In-Branch, and Booking Transactions: We will process the refund including the Service Fees.
4. If you request a refund for the following reasons:
  1. Extra funds, a transfer from an account without the intention to use our services:
    1. An administration fee of $3 is applied when you request a refund of any extra funds paid to us.
    2. There is no charge when you choose to apply the extra funds for future transactions.
Your cancellation request may result in Charges to E&A which are incurred not through our fault. These Charges will also be deducted before we process refunds.

F. Breach of these Terms and Conditions

You will only use the Services to send money to people that you know personally or directly and not to send money to people who you do not know or on behalf of other people. You acknowledge that E&A may refuse to process your Transaction where we believe you are using the Services to send money to people you do not know, on behalf of another person unless authorised and approved to do so, or where we believe that the Services are being used, by you or the Receiver, in connection with fraudulent, illegal or unethical activities.
Both you and the Receiver will only act on your own behalf. You may not submit a Transaction or receive a transaction on behalf of a third person without our prior approval. If you wish to submit a Transaction or receive a Payout Amount as a Receiver on behalf of a third party, you must first inform E&A of your desire to do so and provide us with any additional information and documentation about the third-party that we may request for us to decide whether to proceed with the Transaction.
When using the Services at our websites, our branches or our Affiliates or when interacting with E&A, you will not:
1. breach these Terms & Conditions, or any other agreement between you and E&A;
2. provide false, inaccurate, or misleading information in regards to your identity as the Customer or the Receiver;
3. allow anyone else access to or to use in any way your Account Details with E&A and you will keep those Account Details safe and secure;
4. refuse to provide clarification or confirmation of any information you provide to us, including proof of identity, proof of source of wealth, or refuse to cooperate in any compliance review or investigation we may conduct;
5. create more than one online account without our prior written permission;
6. use an anonymising proxy to our websites;
7. copy or monitor our websites using any robot, spider or other automatic device or manual process; or
8. use our Services to provide Services to others without a contractual arrangement as an Affiliate, and the necessary registrations with the relevant authorities.
We do not accept any liability for any potential losses to you or any third party resulting from a non-payment or a delay in payment of the intended Payout Amount to the Receiver or failure to perform a Transaction under the Services if you are in breach of the terms and conditions.
If you choose to pay for goods and services using the Services, you acknowledge that E&A has no control over, and is not responsible for, the quality, safety, legality, or delivery of such goods or services and that any such use of the Services is entirely at your own risk.

G. Payment

We require payments to be made within 24 hours from the Transaction for all payment methods. We have the right to cancel any Transaction where the payment is not made within the timeframe outlined above.
Payments must be from the individual account/business account obtaining the Service and not from a third party account. Payments for individual Transactions must be made from individual accounts. Payments for business Transactions must be made from business accounts.
Our website currently supports individual Customers and Transactions. Any payments for the Transaction that we receive from a business account may be refused and the Transaction can be cancelled.

Foreign Currency Exchange

A. Best-Rate Guarantee

We have a best-rate guarantee policy for currency exchange to match or beat a competitor’s overall price and may apply this policy when the following conditions are met:

The transaction is occurring in-branch.
The competitor has a physical store.
The competitor offers a better Exchange Rate quote at the same time.
The competitor has the requested currency or cash payout available at the same time for the same amount.
There are no hidden costs, commissions or fees or unfair competitive practices.
We are able to reach the competitor to verify information.
We are able to offer you our best rate possible and that does not always guarantee the rate will be the same or higher than the competitor.

B. Provision of information and documentations

If you exchange currency by paying or receiving cash under a certain threshold, you may not be required to provide Identification documents. In this case, we will collect some personal information in order for us to contact you if needed. Eastern & Allied reserves the right to request the Identification document in the event that we think we might need it. In any circumstances, the Transaction without Identification documents cannot be retrieved in the System.
If you buy/sell foreign currency at one of our Agents you are required to provide Identification documents regardless of the exchange amount.

C. Acceptable currency notes

We can buy the foreign banknotes that are listed on our buying list. The banknotes are still legal tender, in circulation and in reasonable conditions, without damage such as tears, staples, major worn ink, holes or heat damage. There may be specific denominations that we do not accept for certain currencies, which can be confirmed by contacting our staff or branches.

D. Change of mind cancellation

In-branch and booking Transaction: We do not accept change of mind cancellations for Transactions as the Exchange Rates are updated constantly. If you have changed your mind following a Transaction and have purchased currency from us, you can request another Transaction to sell the currency back to us at applicable Exchange Rate. This also applies to a Transaction and has sold currency to us.
‍Online Transaction: There is a cancellation fee of $15 if you wish to cancel the online Transaction. We only accept the cancellation before you receive an email notifying that “Your currency order is being processed”. You will need to create a new transaction and make a new payment. The funds from the previous transaction will not be transferred to the new one.

E. Transaction via online platform

You place a Transaction via our website for the purpose of:
1. Foreign Currency Cash which is to be collected by you at one of our branches or
2. An Australian Post Office location.
We are required to ask for Identification documents for all types of Transactions conducted by customers, over the website/app.
The details of the Transaction will be displayed on the receipt or websites, and you will be asked to confirm this. The details will include but are not limited to the details of the Customer, Transaction Amount, Exchange Rate, Payout Amount, Service Fees, Total Amount and Collection/Delivery location. By paying the Total Amount you agree that the details of the Transaction provided are true, complete and accurate.
1. Registered Customers: You may review your transaction history by logging into your account. The promotion is only applied for the first online exchange transaction. If your first transaction fails, the discount may not be reapplied for your second transaction.
2. Guest Customers: As you are unable to review your transaction history on our website after a timeout, you can review details via email or contact us for any inquiries. The promotion is only applied for the first online exchange transaction. If your first transaction fails, the discount may not be reapplied for your second transaction. The discount will automatically apply when it recognises your first exchange transaction with us. If you are conducting your first transaction and the discount code is not applying for you, please contact us immediately. Any disputes regarding the promotion need to be raised before the first transaction starts processing.
The collection/delivery times will vary, depending upon the Payment Method, the location of collection and the currency requested.
Once we have received your Transaction, you do not have the automatic right to cancel it or change the amount or currency.
We reserve the right to change the rates without your consent if you fail to meet our requirements within the specified timeframe.
We cannot guarantee your preferred pick-up date if you change your payment method after submitting your transaction or the preferred pick-up date may change if you alter your payment method.

F. Transaction Limit

There are different minimum and maximum limits applied for different collecting methods and locations.
For online Transaction, you can visit FAQs on our website for more information.
For in-branch Transaction, you can contact us using the contact information for more information.

G. Payment

Payments must be made within the specified timeframe for all payment methods. We reserve the right to cancel any transaction if payment is not received within the outlined timeframe.
Payments must be from the individual account/business account obtaining the Service and not from a third party account. Payments for individual Transactions must be made from individual accounts. Payments for business Transactions must be made from a business account.
Our website is currently supporting individual Transactions. Any payments for the Transaction that we receive from a business account may be refused and the Transaction can be cancelled.

H. Delivery Fees and Charges

Delivery to Australia Post: A service fee ranging from $10 - $20 is applicable for Delivery Transactions to Australia Post Office locations which will be set out at the time of online Transactions.
Cancellation fee:
1. A cancellation fee of $15 for Transactions submitted on our websites will be deducted from your original Transaction if you wish to cancel the Transaction and you have not received an email notifying that “Your currency order is being processed” or if the Transaction is uncollected (Refer to Uncollected Transactions).
2. We will apply a surcharge fee for processing credit card payments, and may apply a surcharge for other payment options. This surcharge fee is non-refundable unless the transaction is cancelled due to a fault of ours.
3. If you request a refund for the following reasons:
  1. Extra funds, a transfer from an account without the intention to use our services:
    - An administration fee of $3 is applied when you request a refund of any extra funds paid to us.
    - There is no charge when you choose to apply the extra funds for future transactions.
Your cancellation request may result in Charges to E&A which are incurred not through our fault. These Charges will also be deducted before we process refunds.

I. Collection and Delivery

The availability for Collection or Delivery dates are highlighted during the ordering process on our website. You must choose one of the highlighted days as your nominated Collection date. If collecting from an Australia Post location or one of our stores, you will receive an email notification of the status of delivery of your Foreign Currency.
If there is a need to amend the collection date and location, please contact us without delay. Once your Transaction has been processed, we are not able to amend your Transaction.
We may change the Collection period or Delivery period at our sole discretion.
At the time of collection, you are required to present photo identification, which must be either an Australian Driver’s Licence or Passport. The name on the identification must correspond exactly with the name associated with the transaction. We will not payout your Transaction if the names are not identical and if you cannot provide additional information/documents to support the different names.
You will be required to sign for your Transaction at the time you collect it.
We do not accept the authorisation for collection.
Do not redirect your delivery to a Parcel Locker, a different Post Office or another location or authorise another person to collect. We do not have control over who may collect your order and where it will go. We will not be liable for any unauthorised collections or missing parcels redirected from the Post Office you nominated.

J. Transaction Cancellation

If we agree to a request to cancel your Transaction, we will calculate the refund amount (deducting the cancellation fee of $15 from the original amount of the Transaction) and return the refund amount to the card or bank account used to pay for the original Transaction.
We reserve the right to cancel the transaction for exotic currencies that we might not be able to obtain from our supplier.

K. Dispute Timeframe

Customers are advised to carefully check all transaction details before completing any transaction whether in-branch or online. In-branch transactions are considered final once the customer leaves the branch. However, in cases where E&A identifies an error after the transaction (e.g., technical, machine, or human error), E&A reserves the right to contact the customer to resolve the issue. Customers are expected to cooperate in good faith.
If you believe your transaction was not properly processed, you must contact E&A through the contact channels listed at the end of this Terms & Conditions document within 24 hours from the time of the transaction completion.
Any disputes related to cash counting errors (for in-branch transactions) must be reported within 7 days from the time of the transaction.

L. Uncollected Transactions

Should you fail to collect your Transaction from one of our branches or the Australia Post location or on your nominated collection date:

We will send you a reminder via phone call and SMS/email. In the event, we are unable to reach you within 2 business days after the collection date, the transaction will be cancelled.
Once the parcel is returned to our department, a refund will be processed automatically, minus a $15 cancellation.
You will receive a confirmation email once the cancellation is completed.

For feedback and complaints, questions, notices and requests should be sent to Eastern & Allied:

In Person

At one of our branches

By email/telephone

Hai Ha Money Transfer:
‍Email: info@hhmt.com.au
‍Contact: +61 (2) 9728 7928

‍Remox:
‍Email: info@remox.com.au
‍Contact: +61 (2) 8318 5977

‍First Eastern FX:
‍Email: info@fefx.com.au
‍Contact: +61 (2) 9331 0533

By post

Attention: Customer Service - Eastern & Allied Pty Ltd
56 John Street, Cabramatta, NSW 2166, Australia