Terms of Service
Applies from a date to be confirmed.
1. Who we are
QuestPay Ltd ("we", "us", "Quest") provides a money transfer service from the United Kingdom to Zimbabwe. Our registered office is 195-197 Whiteladies Road, Bristol, England, BS8 2SB, and our company number is 17357263, registered in England and Wales.
We are not a bank. We do not take deposits or provide deposit accounts, and money you send through us is not protected by the Financial Services Compensation Scheme. Section 9 explains how we handle your money while it is with us.
You can contact us at support@questpay.com. If you have a complaint, section 12 explains how to raise it and how to take it further.
2. About these terms
These terms apply to your use of our website and to every transfer you arrange through it. By creating an account or sending money with us you accept them.
We may also have separate terms for specific products. Where those exist, they apply to that product instead of, or alongside, these terms, and we will tell you which applies before you use the product.
We have written these terms in plain English. If anything is unclear, contact us before you send money rather than after.
3. What we do, and what we do not do
We provide a service that lets you send money from the United Kingdom to a recipient in Zimbabwe, who then collects it in person from a branch of our payout partner, Quest Financial Services.
- We provide money transfers. We are not a bank, and we do not hold a deposit or savings account for you.
- We do not lend money, and we do not offer credit.
- We do not offer investment products, and we are not permitted to give investment advice.
- We are not a tax adviser. Nothing on this site is tax advice, and you should take your own advice on the tax treatment of a transfer.
- We do not guarantee an exchange rate in advance of you accepting a quote, and we do not offer forward or hedging contracts.
Showing our payout partner's name or logo on this site does not mean the partner endorses us or that we are its agent. It means your recipient collects the money from its branches.
4. Who you can send money as, and with
You must be at least 18 years old to enter into a contract with us, and you must do so with capacity. If you are sending money on behalf of someone else, you must be authorised to do so and you remain responsible for the transfer.
You may not use our service for anything unlawful, including money laundering, terrorist financing, or sending money to or on behalf of a sanctioned person or entity. We are required to verify your identity and the recipient's, and we may ask for further information at any point. We can refuse or cancel a transfer, and keep the money, where we are unable to satisfy ourselves of the identity of either party, or where we suspect fraud or money laundering. We will explain why where we are permitted to.
You may not use the service to send money to a person who is subject to a sanctions restriction, or to circumvent any limit, tax, or control that applies to a transfer.
5. How we set the exchange rate
The exchange rate shown in our quote is a reference rate, not a rate we are quoting you on its own. Reference rates are published once each business day. We show a dated reference rate in the quote form, and your quote is fixed when you accept it.
The amount your recipient receives is calculated by converting the amount you send at the reference rate, then deducting our fee. Our fee is the whole of the margin we take, so the total cost of a transfer is the fee shown on your quote. There is no separate spread or commission added on top.
In summary
- A quote you accept is locked. It does not move while the money is in flight, whatever happens to the market.
- The rate and fee are confirmed to you before you pay. We do not change them after you accept.
- If you begin a transfer and do not accept a quote, no rate is locked and nothing is charged.
- The reference rate we publish is a mid-market figure. It is not a rate at which currency can actually be bought or sold, which is why the fee is shown separately and never buried in the rate.
Why we show a reference rate rather than "our rate"
Mid-market rates move continuously and are not available to us at that price. Presenting a mid-market figure as a rate we are offering would overstate what you get. We show the reference rate and our fee as separate lines so the maths is visible and checkable.
6. Our fees and charges
Our fee is a percentage of the amount your transfer converts to, calculated on the reference rate. The percentage in force is shown in the quote form at the time you send, and on your quote. The percentage currently shown is set out in the quote form; it is not a rate we may vary without telling you.
We do not charge for receiving money, and we do not add a fee for the currency your recipient collects. We may introduce a new charge in future, in which case we will tell you before you send and the terms will be updated as described in section 15.
What we do not charge for, and what someone else might
- We do not charge a fee to set up or maintain an account.
- Your bank may charge you a fee for sending the money, particularly for a same-day or international payment. That is your bank's charge, not ours, and it will appear on your statement as a separate line from ours.
- Your bank may also apply a foreign-exchange margin if you ask it to convert into your own currency rather than sending ours. Sending in the currency we quote in is usually cheaper for you.
7. Paying us
You pay when you accept a quote and confirm the transfer. We show the full amount we will take before you confirm, including any fee deducted from the transfer.
We accept payment by bank transfer from a UK bank account held in your own name. Once you accept a quote we show our account details and a payment reference: send the exact amount with that reference. We do not accept cash, card payments, or payment from an account in someone else's name. We release the transfer only once your payment has reached us; if a payment is later reversed, we may recover the amount from you.
8. Verifying your identity
Before you can send or receive money through us, we are required by law to identify you and your recipient, and to check that you are not subject to sanctions restrictions. This is called identity verification or know-your-customer checks.
We may ask for a photograph or scan of a government-issued document, a proof of address, a selfie, or a bank statement, and we may check these against third-party databases. Failing verification means we cannot provide the service, so please expect it before your first transfer rather than at payout. Our help centre has a topic on identity verification explaining what we ask for and why.
We will only ask for identity documents through this service. We will never ask you to send us identity documents by email, and we will never ask you for your full card number or a security code by phone or chat. Anyone who does is not us. See our fraud prevention guidance.
9. How we handle your money
- We release funds to the payout partner only when we are satisfied that the transfer is legitimate and the identity checks are complete.
- We use the money you send only to complete your transfer, or to refund you.
- We do not pay you interest on money while it is with us.
10. Delivery, and what happens if a transfer goes wrong
We quote a delivery estimate before you pay, based on the method your recipient chooses. Cash collection is usually available within a short time of us releasing the funds; a bank deposit usually takes longer. The estimate is an estimate, not a guarantee, and the method is chosen by your recipient, not by you.
If a transfer cannot be delivered, we will try to return the money to you. Where the failure is ours, we return the amount you sent and we do not keep our fee. Where the transfer failed because of information you or your recipient gave us that was wrong, missing or out of date, we may keep our fee to cover the work already done.
If your recipient cannot be paid
- We attempt contact through the details you gave us.
- Where we cannot reach your recipient within a reasonable period, we cancel the transfer and refund you in line with section 11.
- We may return the money in the currency you sent, converted at the rate that applies on the day of the refund.
- We may, at our discretion and after reasonable efforts, donate an unclaimed amount to a charity. We will have told you before doing this.
If we are unable to refund you - for example because the bank details you gave us are wrong or the account has been closed - we hold the money for you and will keep trying. We are required to hold unclaimed funds for a defined period before any further step, and we will write to you about how to claim it.
11. Cancellations and refunds
You can cancel a transfer at any point before your recipient has collected the money, by contacting us at support@questpay.com. There is no charge for cancelling.
How and when you are refunded
- If you cancel before your recipient collects, we refund the full amount, including our fee, to the bank account you paid from. We send it within one working day of the cancellation.
- If we cancel because the transfer could not be completed, we refund in line with section 10.
- A refund then travels through your bank on its timescale, not ours. We cannot control how long it takes to credit your account.
- We do not refund a transfer that has been collected by the recipient.
- We cannot refund to a different account, or in a different currency than the one you paid with.
Our Cancellation and Refunds policy sets this out in full and forms part of these terms.
12. Complaints
If something has gone wrong, we want to hear about it. Email support@questpay.com with your transfer reference, or write to QuestPay Ltd, Complaints, 195-197 Whiteladies Road, Bristol, England, BS8 2SB. A complaint can be made in any way, and it costs nothing.
What happens next
- We acknowledge your complaint within three business days.
- We send our final response within 15 business days. If, exceptionally, we need longer, we will tell you why and when you will hear from us, which will be no later than 35 business days after we received it.
- Our response explains what we found, what we will do about it, and the reasoning.
If your complaint is about how we handled your personal data, you can also complain to the Information Commissioner's Office - see section 9 of our Privacy Policy. Nothing in these terms affects your legal rights, including your right to take a dispute to court.
We will never ask you to withdraw a complaint in exchange for a refund.
13. Our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.
Subject to the previous paragraph, we are not liable for business losses, loss of profit, loss of opportunity, or indirect loss arising from your use of the service, and we are not liable for losses caused by events outside our reasonable control, including failures of telecommunications or payment networks, industrial action, or changes in law or sanctions.
Our total liability to you for any claim relating to a transfer is limited to the amount you sent in that transfer. This does not apply to a claim arising from our fraud, or from our failure to handle your money in line with these terms.
We are responsible for the reference rates we publish being an accurate representation of the published source on the date shown. We are not responsible for the market being correct, or for a rate being available at execution - the reference rate is informational, and what you are bound by is the rate on the quote you accepted.
14. Third parties and business transfers
Our payout partner, Quest Financial Services, is independent of us. We are responsible to you for the service we provide, but we are not responsible for the partner acting on its own account, or for a change made by a recipient in good faith in error.
We may transfer or assign this agreement, or any rights under it, to another group company, or to a buyer of all or substantially all of our business, on written notice to you. We will not transfer your rights in a way that reduces your protection. You may not transfer your rights under this agreement without our written consent.
15. Changes to these terms
We may change these terms. The version in force is the one on this page, identified by the date at the top. Where a change is in your favour, or where it does not reduce your rights, it takes effect when we publish it. Where it does reduce your rights, we will tell you in good time before it takes effect, and you can close your account and withdraw without penalty before then.
The terms in force when you send a transfer are the terms that govern that transfer, even if we change these terms while the money is in flight.
16. Governing law
These terms, and any dispute arising out of them or out of your use of the service, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in the courts of your own country, and we may defend there. This does not affect any right you have to bring proceedings in your own country of residence under the law of that country.
17. How to contact us
Write to us at 195-197 Whiteladies Road, Bristol, England, BS8 2SB, or email support@questpay.com. Our complaints address is QuestPay Ltd, Complaints, 195-197 Whiteladies Road, Bristol, England, BS8 2SB.
Our data protection contact, including our Data Protection Officer, is reachable at support@questpay.com (subject line "Data protection"). How we handle your personal data is set out in our Privacy Policy.
Quest is a trading name of QuestPay Ltd, company number 17357263, registered in England and Wales.