Terms and Conditions

1. Parties and Scope

These Terms govern your use of the Ariana Exchange customer portal and the related remittance, foreign exchange, onboarding, beneficiary, and support services made available through it.

By signing in, registering, submitting onboarding details, requesting quotes, creating transfer instructions, uploading documents, or otherwise using the portal, you agree to these Terms.

2. Customer Responsibilities

• You must ensure that all information you submit is complete, accurate, current, and not misleading.
• You must keep login credentials secure and must not share account access except with authorised users acting for your own account or business.
• You must promptly notify support if you suspect unauthorised access, account compromise, payment fraud, or an incorrect transfer instruction.
• You are responsible for ensuring that your use of the portal and services complies with applicable law in your location and the recipient location.

3. Verification and Compliance

• Identity verification, customer due diligence, sanctions screening, and other AML/CTF controls may be required before or after you use the service.
• We may ask for additional documents or explanations about your identity, business activity, beneficiaries, source of funds, source of wealth, or intended transfer purpose.
• We may refuse, delay, hold, restrict, or cancel account activity or transactions where required for compliance, fraud prevention, security, or operational review.

4. Transaction Instructions

• Transfer requests, beneficiary details, funding references, and payment instructions must be reviewed carefully by you before submission.
• Quoted rates, settlement instructions, and payment windows may expire or change if not accepted or funded within the permitted time.
• We are not responsible for delays, failed transfers, or misdirected funds caused by inaccurate recipient details, incorrect references, blocked bank accounts, or late funding.
• Transactions may be subject to internal review before release, payout, confirmation, or completion.

5. Fees, Rates, and Third-Party Deductions

• Applicable exchange rates, fees, and charges are determined in line with merchant pricing rules, market conditions, and the selected source and target currencies.
• Intermediary banks, payment providers, correspondent institutions, or recipient institutions may deduct their own fees or apply local handling charges.
• Refunds, reversals, cancellations, or returned payments may involve additional fees, exchange differences, and administrative costs.

6. Settlement and Processing Methods

You acknowledge that transactions may be settled or operationally processed through pooled merchant accounts, intermediary payment partners, correspondent institutions, internal treasury workflows, or customer-to-customer settlement models where allowed by law and merchant policy.

You consent to the use of these operational methods when they are reasonably necessary to complete, verify, monitor, or reconcile a transaction.

7. Availability, Suspension, and Changes

• Portal features may change, be updated, or become temporarily unavailable for maintenance, security, translation, compliance review, or product improvement.
• We may suspend access, disable features, or require re-authentication where needed to protect the platform, your account, or other users.
• Some features may be unavailable while onboarding, beneficiaries, documents, or transfers remain under review.

8. Privacy and Records

Personal information is handled in accordance with the Privacy Policy available through the customer portal.

You acknowledge that records, audit history, documents, support correspondence, and transaction information may be retained as required for compliance, dispute handling, fraud prevention, operational integrity, and legal obligations.

9. Liability and Acceptable Use

• You must not use the portal for unlawful activity, fraud, sanctions evasion, misuse of another person’s identity, abusive behaviour, or unauthorised testing or interference with the platform.
• To the extent permitted by law, we are not liable for indirect, incidental, special, or consequential loss arising from delays, outages, intermediary failures, fraud by third parties, or events outside reasonable control.
• Where liability cannot be excluded, it is limited to the extent permitted by law and the specific transaction or service giving rise to the claim.

10. Complaints, Disputes, and Updates

If you have a complaint or dispute, you should first contact the merchant support team through the portal or the support details provided on this page.

We may revise these Terms from time to time. Continued use of the portal after an updated version is published constitutes acceptance of the revised Terms.