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This Trust Centre explains, in plain English, how the Money4Travel Marketplace works, who is responsible for each part of the process, and what happens if something goes wrong. It is designed to help you understand the service. Where legal terms apply, we link to the relevant policy documents so you can review the formal wording if you wish.
| Term | Plain English Definition |
| Money4Travel Marketplace | The online platform where you compare and buy travel currency and related services. |
| Traveller | A consumer who uses Money4Travel to order foreign currency. |
| Exchanger | A currency provider with one or more bureaux listed on the marketplace that fulfils your currency collection. |
| Bureau | A physical branch location where you collect your currency order, often located inside a travel agency, pawn broker, or jeweller. |
| Order | A confirmed request to buy foreign currency at a stated exchange rate. |
| Purchase | The act of paying for an order through Money4Travel. |
| Collection | Picking up your ordered currency in person from the exchanger within the agreed time window. |
| Exchange Rate | The rate at which your money is converted into foreign currency when you place your order. |
| Rate Timestamp | The time an exchange rate was last checked and confirmed for your order. |
| Fees | Any additional charges applied to your order, such as the optional buy-back guarantee where selected. |
| Buy-Back Guarantee | An optional service that allows you to sell back a set portion of unused currency at the original exchange rate, subject to conditions. |
| Loyalty Pips | Reward points earned on purchases that can be redeemed with the issuing bureau on a future currency order. |
| Cancellation | Ending an order before it is completed and paid. Once payment is made, cancellations cannot be completed online and must be handled directly with the bureau. |
| No-Show | Failure to collect your order within the agreed collection time window. |
| Administrative Fee | A £10 fee that may be charged by the bureau in the event of a no-show to cover the cost of reversing the transaction. |
| Payment Refund | The return of funds following a cancellation or no-show, which may take up to 10 working days to process. |
| Complaints | The formal process for raising concerns about your order or experience. |
| Contractual Counterparty | The business you are legally contracting with when you place an order, which is always the Exchanger operating the Bureau you selected as your location for collection. |
| Privacy Policy | Explains how your personal data is collected, used, stored, and shared. |
| Cookie Policy | Explains how cookies and similar technologies are used on the website and how you can manage your preferences. |
| Acceptable Use Policy | Rules governing how users may interact with the website and its services. |
| Accessibility Notice | Explains how the service supports users with accessibility needs and how to request assistance. |
| Rate Methodology | Explains how exchange rates are sourced, compared, and ranked on the platform. |
Legal entity and trading name: Essiell Limited
Registered address: The Courtyard, High Street, Ascot, SL5 7HP
Named accountable individual: Bjorn Larsson, Chief Executive
Regulatory position: Currently unregulated. Money4Travel is not a bank or financial institution and does not provide regulated financial advice or payment services. Payments are processed via regulated third-party providers.
In short: We run the platform, rates are generated by an algorithm, and collection happens at a Bureau.
Marketplace overview
The Money4Travel Marketplace is a foreign exchange comparison and ordering platform. Exchangers list their bureaux and the exchange rates at which they are willing to sell currency banknotes.
Travellers search by selecting a currency, the amount they wish to buy, and a postcode for collection. The Marketplace compares available rates from participating bureaux within a typical local travel radius.
Where competing bureaux offer the same currency, the Marketplace uses an automated pricing algorithm. This system is designed to identify the leading available rate in the local area and, where enabled by the participating bureau, apply a predefined improvement to that rate before it is shown to the Traveller.
All rates displayed are generated by the system based on bureau inputs and algorithmic rules. Rates are fixed at the point an order is placed and apply only to that specific purchase.
Purchasing and payment flow
Payment is made online using open banking. This allows you to pay directly from your bank account without using a card.
Payments are facilitated by Fena, a regulated payment service provider. Fena manages the payment process and applies bank-level security standards when handling payment data.
When you initiate payment, you are redirected to your bank’s secure environment. Money4Travel and Fena do not store your banking login credentials and do not have the ability to access or make changes to your bank account.
All data transfers involved in the payment process are encrypted using industry-standard security protocols.
Collection process
Once you complete payment using online banking, you will receive an order confirmation on screen and by email. This confirmation includes the address and contact details of the bureau you selected for collection.
When you attend the bureau, you should bring your order confirmation and the photo ID you specified when placing the order. On arrival, you will be asked to present both so the bureau can verify your identity and your order.
The bureau will already have a copy of your order confirmation and a corresponding record in their system via the Money4Travel Marketplace. Once your identity and order details have been verified, the currency will be released to you.
Roles and responsibilities
Money4Travel operates the Marketplace and provides the technology that allows Travellers to compare exchange rates, place orders, and make payments. Money4Travel is responsible for the operation of the platform, including the pricing algorithm that generates exchange rates shown on the Marketplace based on bureau participation and system rules, as well as customer support relating to the use of the Marketplace.
Exchangers are responsible for fulfilling orders at their bureaux. This includes confirming availability, verifying identity at collection, and providing the currency in line with the confirmed order. Exchangers participate in the Marketplace by making their bureaux available for collection and by enabling the algorithmic pricing offered through the platform.
Payments are processed using open banking by Fena, a regulated payment service provider. Fena facilitates payment on behalf of the Exchanger and manages the secure transfer of funds. Money4Travel and Fena do not have access to Travellers’ banking login credentials and do not have the ability to make changes to bank accounts.
Travellers are responsible for providing accurate information when placing an order, completing payment, attending the selected bureau within the agreed collection window, and presenting the required confirmation and identification at collection.
For the full legal terms, see: Money4Travel Traveller Agreement
In short: You pay via the platform, collect from a Bureau, and rights are clearly defined.
Who you pay
When you place an order on the Money4Travel Marketplace, you make payment online using open banking. Payment is facilitated by Fena, a regulated payment service provider, which processes the payment on behalf of the Exchanger. Your payment is collected for the specific bureau selected at checkout.
Who fulfils the order
Your order is fulfilled by the Exchanger at the bureau you selected for collection. The bureau is responsible for verifying your identity, confirming your order, and providing the currency in line with the confirmed order details.
What this means for your rights
Your purchase is governed by the Money4Travel Traveller Agreement and the applicable policies referenced within it. While Money4Travel operates the Marketplace and manages the ordering process, the fulfilment of your order and the handover of currency are the responsibility of the Exchanger. Your rights in relation to cancellations, no-shows, and optional services are set out in the relevant policy documents.
First point of contact
If you have a question or issue relating to placing an order, payment, or use of the Marketplace, Money4Travel is your first point of contact. If an issue arises at the point of collection, Money4Travel can assist, but resolution may involve the relevant bureau responsible for fulfilling the order.
In short: Exchangers pay us; payments do not affect ranking.
Remuneration model
Money4Travel is a trading name of Essiell Limited, a software company that operates the Marketplace. Money4Travel does not sell currency and does not charge Travellers for using the Marketplace.
Exchangers pay Money4Travel a subscription fee to list their Bureaux on the Marketplace. Exchangers also pay Money4Travel a processing fee for each order placed through one of their Bureaux.
Any optional services selected as part of an order, such as a buy-back guarantee, are offered and charged by the Exchanger, not by Money4Travel.
Impact on ranking
Bureaux shown on the Marketplace are ranked primarily by the exchange rate generated by the Marketplace pricing algorithm and by proximity to the postcode entered by the Traveller.
Where two or more Bureaux are shown with the same rate, distance from the selected postcode is used to determine the order in which they are displayed. Payments made by Exchangers to Money4Travel do not influence ranking.
Rate sources
Reference rates are collected manually from publicly available exchange rate information published by relevant market participants. These reference rates are used by the Marketplace pricing algorithm as part of the process that generates the rates shown to Travellers.
Update frequency
Rates may be updated multiple times per day, up to six days per week. Rates shown on the Marketplace reflect the most recent available update at the time of search and are fixed when an order is placed.
For the full legal terms, see: Money4Travel Traveller Agreement, No-Show Policy
In short: No Marketplace fees; ID and limits apply.
Fees overview
There are no fees charged by Money4Travel for purchasing currency through the Marketplace.
Optional services, where selected, are offered and charged by the Exchanger. The buy-back guarantee has a fixed fee of £3.95, regardless of the value purchased. In the event of a cancellation or no-show, an administrative fee of £10.00 may be charged to cover the cost of reversing the transaction.
ID requirements
You are required to register a valid photo ID before placing an order. The same photo ID must be presented at the Bureau when collecting your currency so the order and your identity can be verified.
Collection window
The collection window depends on the availability of the currency at the selected Bureau. In some cases, same-day collection may be available, while in others collection may take place over the following days.
If an order has not been collected within 10 days of the order date, it will be treated as a no-show.
Limits and restrictions
You can purchase available currencies in amounts between £250 and £2,500 per day. It is not possible to increase this limit by placing multiple orders across different Bureaux on the same day.
You may place orders on subsequent days, up to a maximum total of £10,000 over any rolling 90-day period.
AML checks
Your details will be checked for anti-money laundering purposes before payment is accepted. These checks are carried out in line with UK legislation and determine whether the transaction can proceed.
In short: Clear outcomes if fulfilment, payment, or timing issues arise.
Bureau cannot fulfil the order
If the Bureau is unable to fulfil your order in line with the order confirmation, you may choose an alternative collection date or cancel the order. In this situation, the £10 administrative fee will not apply.
Any change or cancellation is agreed directly with the relevant Bureau. Where a refund is due, it will be returned to your bank account. Refunds are not made in cash.
Currency unavailable
If the currency you ordered is temporarily unavailable at the Bureau, you may choose to collect on an alternative date or cancel the order. In these circumstances, the £10 administrative fee will not apply.
Any refund will be made directly to your bank account. Refunds are not made in cash.
Late collection
If you expect to be late collecting your order, you should contact the Bureau as soon as possible using the contact details provided in your order confirmation.
If the order has not been collected within 10 days of the order date, it will be treated as a no-show. The transaction will be reversed and your payment refunded, less a £10 administrative fee.
Disputed amounts
If there is a dispute relating to the amount provided at collection, this should first be raised with the Exchanger or the Bureau that fulfilled the order.
If the issue cannot be resolved, you should contact Money4Travel. We will review the circumstances and assist in finding a resolution.
Payment failures
Open banking payments depend on your bank’s individual online banking setup. In some cases, a payment attempt may fail. If this happens, no money will leave your account, and no order confirmation will be issued.
You can try placing the order again and restarting the payment process. Many banks support both desktop and mobile payment journeys, and both are supported by the Money4Travel Marketplace
For the full legal terms, see: No-Show Policy
In short: After payment, cancellation is handled by the Bureau.
Customer cancellation
Before payment is completed, you may choose not to proceed with an order. Once payment has been made, orders cannot be cancelled online.
If you need to cancel after payment, this must be agreed directly with the Bureau selected for collection. Where a cancellation is agreed, the order will be reversed and any refund due will be returned to your bank account. Refunds are not made in cash.
Missed collection
If you do not collect your order within the agreed collection window, the order will be treated as a no-show.
An order that has not been collected within 10 days of the order date will automatically be treated as a no-show. The transaction will be reversed and your payment refunded, less a £10 administrative fee.
Typical outcomes
In most cases:
• Orders cancelled or reversed before collection are refunded to your bank account
• Refunds are not made in cash
• Processing of refunds may take up to 10 working days
Exceptions
For the full legal terms, see: Buy-Back Guarantee Terms, Loyalty Pips scheme rules
The £10 administrative fee does not apply where the Bureau is unable to fulfil the order or where the currency is unavailable.
Any exception to the standard cancellation or no-show process is handled on a case-by-case basis by the Bureau. If a resolution cannot be reached, Money4Travel can assist by reviewing the circumstances and helping to facilitate an outcome.
In short: guarantees and rewards are optional, Bureau-run schemes. They do not affect exchange rates, ranking, or how orders are fulfilled.
Buy-back guarantee scope
The buy-back guarantee allows you to sell back up to £300 worth of unused foreign currency. To use the guarantee, you must present the original purchase receipt issued by the Bureau where you collected the currency.
The guarantee is valid for six weeks from the date of purchase and must be exercised in person at the issuing Bureau. The buy-back guarantee is offered and charged by the Exchanger, not by Money4Travel.
Exclusions
Only banknotes are eligible for buy-back. Coins cannot be accepted.
The condition of the banknotes must be such that they can be resold by the Bureau. Banknotes that are damaged, heavily marked, or otherwise not suitable for resale may be refused.
Loyalty Pips overview
Loyalty Pips is a reward scheme operated by individual Bureaux. It is a direct arrangement between the Bureau and the Traveller and cannot be transferred.
The scheme is intended to reward returning customers by providing a discount on a future currency purchase. Full details of how the scheme operates are set out in the Loyalty Pips scheme rules.
What rewards do not affect
Participation in the buy-back guarantee or Loyalty Pips does not affect the exchange rates shown on the Marketplace.
Rewards do not influence how Bureaux are ranked, who fulfils your order, or the rules that apply to cancellations, no-shows, refunds, or complaints.
For the full legal terms, see: Complaints Policy
In short: Raise issues locally first, then escalate if needed.
How to complain
In the first instance, and usually the quickest way to resolve an issue, you should raise your complaint directly with the Bureau that fulfilled your order. The Bureau will have access to your order details and can check payment and collection records.
Information required
When raising a complaint at the Bureau, you should bring your photo ID and your order confirmation so the order can be identified and reviewed.
Response timelines
Most issues raised at the Bureau can be addressed at the time of your visit. Where this is not possible, the Bureau will advise you on next steps.
For the full legal terms, see: Privacy Policy, Cookie Policy
Escalation
If you are not satisfied with how the Bureau has handled your complaint, you can contact Money4Travel by email at enquiries.travellers@money4travel.com
Please include your order number, order date, and the name and location of the Bureau in your email. Money4Travel will review the circumstances and respond within two working days to outline the steps we will take to help resolve the issue.
In short: Data is used only for operation and legal compliance.
Data collected
When you use the Money4Travel Marketplace, we collect the information needed to operate the service. This includes your contact details, order details, payment status, and the photo ID information you provide so your identity can be verified at collection.
We also collect limited technical information, such as device and usage data, to operate and improve the website.
Data shared with retailers
To fulfil your order, relevant information is shared with the Exchanger and the Bureau you selected for collection. This typically includes your name, order reference, currency details, collection window, and the identity information required to verify you at collection.
Only the information necessary to fulfil your order and meet legal requirements is shared.
Data not shared
Money4Travel does not receive or store your online banking login credentials. These are handled entirely within your bank’s secure environment during payment.
We do not sell personal data or share it with third parties for marketing purposes unrelated to your order.
Retention principles
Different types of personal data are held for different reasons.
Some personal data is retained on behalf of Exchangers to meet legal and regulatory obligations. Because currency purchases are financial transactions, certain records must be kept for accounting, tax, and anti-money laundering purposes in line with UK legislation. This information is held securely and only for as long as the law requires.
For the full legal terms, see: Cookie Policy
Money4Travel also holds limited personal data for its own operational purposes, such as providing customer support, resolving issues, and improving the service. This data is not retained longer than necessary and is removed once it is no longer needed for these purposes.
Full details of data retention, your rights, and how to access or request deletion of your data are set out in the Privacy Policy.
In short: Cookies support site functionality and consent is managed.
Types of cookies
Money4Travel uses a combination of essential, functional, and analytical cookies. Essential cookies are required for the website to function correctly. Analytical cookies help us understand how visitors use the site so we can improve performance and usability.
Purpose
Cookies are used to enable core site functionality, remember your preferences, support security features, and help us analyse site usage. We do not use cookies to access your bank details or payment credentials.
Consent management
Where required, you will be asked to provide consent for non-essential cookies when you first visit the site. Your consent choices are recorded and respected across your visits.
How to change settings
You can change or withdraw your cookie preferences at any time by using the cookie settings link available on the website.
In short: We aim to make the site accessible and provide support when needed.
Accessibility commitment
Money4Travel is committed to making its website accessible to as many users as possible, including people with disabilities. We aim to follow recognised accessibility standards and continually improve the user experience.
For the full legal terms, see: Money4Travel Traveller Agreement, Privacy Policy, Cookie Policy, Acceptable Use Policy
Supported technologies
The website is designed to work with common assistive technologies such as screen readers and keyboard navigation, and across modern browsers and devices.
How to request assistance
If you have trouble using the website or need assistance, you can contact our support team using the contact details provided on the site.
In short: Legal terms govern usage and specific features.
Primary contract
The primary contract governing your use of Money4Travel and your currency orders is set out in the Money4Travel Traveller Agreement.
Supplementary terms
Additional terms may apply depending on how you use the service, including policies covering cancellations, no-shows, and complaints.
Feature-specific policies
Some optional features, such as the Buy-Back Guarantee or Loyalty Pips, are governed by their own specific terms and conditions.
Behaviour policies
Rules governing acceptable use of the website and related services are set out in the Acceptable Use Policy.
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