1.1 What these terms cover. These are the terms and conditions upon which you:

1.2 Why you should read them. Please read these terms carefully before you confi¬rm your order. These terms tell you who we are, how we will provide Gold to you, how you and we may end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2.1 Who we are. We are eurochange Limited, being a company incorporated in England & Wales with company number 02519424 and registered address at Russell House, Elvicta Business Park, Crickhowell, Powys, NP8 1DF.

2.2 How to contact us. You can contact us by writing to us at [email protected] or Administration, eurochange Limited, PO Box 435, Stevenage, SG1 9GA.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 ”Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3.1 How we will accept your order.

In branch: Before the transaction is confirmed the Sales Advisor will agree the price with you. Once payment has been received and you have signed your transaction receipt a contract will come into existence between you and us.

Website: As part of the order process you will have reviewed and agreed to the terms and conditions and accepted these by clicking ‘confirm order’. Our acceptance of your order will take place when the confirmation page on the website is displayed and/or you receive your email confirmation at which point a contract will come into existence between you and us.

3.2 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.3 Online we only sell to persons who are located within the UK. The Website is solely for the promotion of Gold Bars and Coins in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.

3.4 Do not use our service in breach of applicable laws. You must not use our service (as described in these terms) in breach of any applicable law, rule and/or regulation. In submitting orders, you warrant that you are not breaching and do not intend to breach any applicable law, rule and/or regulation whilst availing of the services set out in these terms.

3.5 We are not under an obligation to accept orders. We reserve the right not to accept orders placed with us, at our sole discretion, for any reason.

4.1 Website Gold Transactions. There are two types of Gold transactions which you are able to select on the Website, namely:

(a) Home Delivery Transaction – this is where the price is agreed online, you pay online via debit card or via bank transfer and your Gold item(s) is posted via Royal Mail Special Delivery to a residential address within the UK;

(b) Buy & Collect Transaction – this is where your price is agreed online, you pay online via debit card or via bank transfer and collect your Gold item(s) from your requested eurochange or NM Money branch;

If you pay us via bank transfer on the website in which case you must ensure that we receive the correct amount of cleared funds into the bank account set out in the order confirmation including the correct reference and by the date and time set out in the order confirmation. The funds must be sent from a bank account in the name of the person placing the order.

4.2 In Branch Transaction – this is where your price is agreed in branch, you pay in branch via credit, debit card or cash and your Gold item(s) will be ordered into the same branch and available for collection once the item has arrived.

Payments by debit or credit card will not incur a surcharge from eurochange but you may be charged by your card issuer – please check their terms & conditions if you are unsure. Debit and credit card payments that are declined by your bank may lead to the funds being set aside as on ‘hold’ by your card issuer. We have no control of this process and are not liable for any difficulties that arise from this.

(a) Home Delivery Transactions have a maximum order amount of £2,500 sterling;

(b) Online Buy & Collect Transactions have a maximum order amount of £2,500 sterling;

(c) In branch transactions there is no maximum order amount but we will require additional information to comply with Anti Money Laundering legislation.

We reserve the right to amend these amounts at any time at our discretion.

5.1 Orders for ‘next day’ delivery for Home Delivery Transactions and Buy & Collect Transactions must be completed before 4pm Monday to Friday. Please note that deliveries are not available on public holidays or Sundays. You must allow adequate time before you travel for your delivery.

5.2 By placing an order, you warrant that you are acting on your own behalf and that the information that you provide to us is true and accurate in all respects, that you will not withhold any material information from us, and you will provide us with any information that we may reasonably require.

5.3 We may need certain information and/or documentation from you so that we can supply the Gold item(s) (as applicable) to you, for example, verification of your identity or address. We will contact you in writing or when you attend a eurochange branch to ask for this information and/or documentation. If you do not give us this information and/or documentation within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may refuse service, end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Gold item(s) late or not supplying all or any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

6.1 All Home Delivery Transaction purchases will be delivered by Royal Mail Special Delivery service (http://www.royalmail.com/personal/uk-delivery/special-delivery).

6.2 We are responsible for your Home Delivery Transaction up to the point of collection by Royal Mail. Problems at Royal Mail such as service disruptions, delays or failure to deliver are outside of our control and are not our responsibility.

6.4 We do not guarantee next day delivery or that the requested delivery date will be met. We will however use our best endeavours to deliver your order on your requested date. We will not be held liable for any issues, expenses or costs as a result of a delivery not arriving on the date you have stated.

6.5 You can track your order any time by visiting www.royalmail.com/trackdetails, once you receive your confirmation email with tracking details provided which we will send to you as part of the confirmation that your order has been dispatched.

6.6 Failed or missing deliveries will not be immediately refunded and they will be dealt with under the Royal Mail’s claims procedure. A refund will only be payable following a Royal Mail investigation and subsequent successful insurance claim that we will make on your behalf.

6.7 Except for Bank Holidays, where a Monday delivery date has been requested, your order will be dispatched on a Friday as Royal Mail do not collect from us on a Saturday or Sunday. As such you may receive your package on a Saturday.

6.8 An option is available to request a Saturday delivery for an additional fee. However, we cannot guarantee Royal Mail will fulfil this request. We will be unable to refund the additional fee should your delivery not arrive on a Saturday.

6.9 You must refuse to accept any packages which appear to have been tampered with or damaged during transit by Royal Mail. Should you sign for a package which has been damaged or tampered with, you may incur financial loss, for which we are not responsible.

6.10 We cannot accept any responsibility for fraudulent acts committed by a third party.

6.11 There is no delivery charge for Home Delivery Transactions with a value equal to or more than £200. If you enter into a Home Delivery Transaction with a value of less than £200, you will be charged a delivery fee of £3.95. An additional delivery fee will be payable for delivery on a Saturday. This additional fee will be detailed during the order process.

6.12 Home Delivery Transactions can only be delivered to residential addresses in the United Kingdom. It is important that you are present to sign and accept delivery for your order.

6.13 If the delivery address is that of a multiple occupancy building then be aware that Royal Mail will deliver to the reception or other delivery point. We are not responsible for deliveries for which Royal Mail has obtained a signature at your delivery address but which you have not received.

6.14 The Royal Mail has some restrictions on its Special Delivery service, please refer to the Royal Mail website www.royalmail.com for details of up to date restrictions.

6.15 If no one is available at your address to take delivery, Royal Mail will leave you a note informing you of how to rearrange delivery or collect the Gold item(s) from a local depot. It is your responsibility to arrange this.

7.1 If you enter into a Buy & Collect Transaction you will be required to produce the relevant order confirmation page or confirmation email.

7.2 For Buy & Collect Transactions only, you will be required to produce:

(a) the debit or credit card that you used to make your payment; and
(b) one of the following forms of identification:
(i) Passport;
(ii) Photo card driving licence; and
(iii) National ID card.

We reserve the right to PIN authenticate the debit card used for payment. There will be no additional charge for this PIN authentication.

7.3 We are unable to accept any other forms of identification other than those listed. We are not able to release Gold Bars or Coins for Buy & Collect Transactions to anyone other than the cardholder.

Should you wish to cancel your Buy & Collect transaction, Home Delivery transaction or Branch transaction you will be issued a refund minus a £10 cancellation charge. If you fail to collect your Buy & Collect order within 4 days of your chosen collection date, you will also be charged the cancellation fee. Please note that any charges applied by your card provider to you will not be refunded. If after your order is cancelled you still want to purchase Gold Bar or Coins from us a new order will need to be placed. Home Delivery orders cannot be cancelled after 1pm on the day of dispatch.

Orders can be cancelled by sending a cancellation request to [email protected]

If your order was placed in branch you will need to contact your local branch.

Should extreme fluctuation in the gold price occur which are outside of the control of eurochange and, in extreme situations and without prior warning, may affect the provision of this Service. In such cases, eurochange shall have the right to cancel your order. If this occurs, eurochange will endeavour to notify you as soon as is reasonably possible by telephone or email to enable you to re-enter your order. You will not be charged the £10 cancellation fee in these instances.

9.1 To feedback your comments or register a complaint please email [email protected] outlining your comments or complaints, please quote any reference numbers that have been issued to you to enable us to handle your comments / complaint effectively.

10.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you made us aware of the risk during the sales process.

10.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.

10.3 We are not liable for business losses. We only supply our services for domestic and private use. If you use our services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

11.1 The NM Money gold online service is only available for the gold items listed at the moment of order on the website. Gold items may be unavailable from time to time. The price quoted by NM Money on the website are updated daily but may be updated at any time. Should extreme fluctuation in the gold price occur between you placing your order and the dispatch of your order, eurochange shall have the right to cancel your order as per Section 10 (Cancellations). In this instance the £10 cancellation charge would not apply.

11.2 Gold Bars and Coins stock is subject to availability and we do not stock in branch. If an order is placed in branch item(s) will be ordered in for collection from the same branch. To secure the price and item you will need to pay for the gold at the time of the order.

You should be aware that the historical performance of gold is no indicator of its future performance.

Please note that gold availability may be subject to monetary limits and anti–money laundering regulations.

Throughout the year we offer various promotional codes giving special rates on Gold. Promotional codes can be used online or in branch if applicable until they expire. Only one promotional code can be used per transaction and per customer.

13.1 By agreeing to these terms, you agreed to our privacy policy, a copy of which is on the Website and which can be found HERE.

13.2 In line with GDPR requirements, the following details why we collect your personal information and how we process it:

(a) to supply the Gold Bars or Coins (as applicable) to you;

(b) to arrange for the delivery of your Gold pre-paid envelope including passing your name and address onto Royal Mail;

(c) to process your payment;

(d) to send you information about services from the NoteMachine Group of companies if you have registered with us and have opted in to marketing preferences.

You may stop receiving such information by updating your marketing preferences via our website or by contacting us at [email protected] outlining what you would like to stop receiving.

13.3 We will only give your personal information to third parties where the law either requires or allows us to do so.

When placing an order your identity is verified using electronic systems in accordance with anti-money laundering regulations.

In addition to electronic verification, documentary proof of identity may be required.

If we have requested personal data it has been recorded in connection with your transaction and only for the purposes of preventing money laundering or terrorist financing, unless you have given permission otherwise as part of our customer registration process.

13.4 Upon completion of your transaction with eurochange, both online and in branch, you will be sent an email request for a review of your experience via the third party Trustpilot. This is not a marketing email, it is a request for a review of our service. You will receive a follow up email if you do not respond to the first review request. You can unsubscribe from Trustpilot at any time by clicking the link in the footer of the email – this includes all review invitation emails from all merchants using Trustpilot’s review invitation service.

13.5 Upon completion of your transaction with eurochange, both online and in branch, your name, email address, telephone number (if provided), and some basic transactional data, will be shared with certain trusted third party providers which includes Google and Facebook for profiling and analytical services. Your data will be cross referenced against online and social media services to identify your shopping habits. We use your data in this way to ensure that we are providing the best service and products for our customers, and to establish the effectiveness of our online marketing campaigns. You can unsubscribe by emailing [email protected] at any time.

14.1 We may transfer our rights and obligations under these terms to another organisation.

14.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

14.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

14.4 All conditions, warranties and remedies imposed or implied by any applicable laws are expressly excluded.

14.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you do not provide us with information or pay us on time and we do not chase you but still provide the Travel Money, GBP (as applicable), we can still require you to provide the information or make the payment at a later date.

14.7 These terms are governed by English law and you can bring legal proceedings in respect of these terms in the English courts. If you live in Scotland you can bring legal proceedings in respect of these terms in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of these terms in either the Northern Irish or the English courts.