1. Service Eligibility and Compliance

All services provided in our retail stores are subject to eligibility requirements and compliance with national regulations, including Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) obligations. For certain transactions, particularly those involving large or regulated amounts, customers must present valid identification. Failure to provide identification when required or non-compliance with regulatory requirements may result in service refusal.

2. Accuracy of Information and Transaction Confirmation

Customers are responsible for ensuring that all information provided during in-store transactions is accurate and complete. Once a transaction is finalized, a receipt will be issued. Customers are advised to review the details carefully before leaving the store, as inaccuracies may lead to delays or affect service processing.

3. Pricing, Payment Methods, and Exchange Rates

Exchange rates and bank fees are subject to change without prior notice and are determined by market conditions and other factors. The applicable exchange rate will be confirmed at the point of sale.

Accepted Payment Methods:

EFTPOS, bank transfers, credit/debit cards, and mobile payment options (e.g., Apple Pay, Samsung Pay). EFTPOS payments may incur an additional fee. A 1% surcharge applies to all credit card transactions, debit cards when tapped, and mobile payments. However, debit cards inserted with the "savings" option selected will not incur this fee.

4. Currency Availability and Foreign Currency Conditions

Availability of certain currencies and large transaction amounts may be subject to stock levels. Customers are advised to contact the store in advance to confirm availability for high-value transactions or uncommon currencies.

We only accept foreign currency that is in good, resaleable condition and reserve the right to refuse banknotes that are damaged, excessively worn, or outdated.

5. Currency Orders and Payment Terms

Placing an Order:

Customers may pre-order specific currencies for collection at a TMEX retail store. Orders can be placed in-store or over the phone.

Payment Options:

Currency order payments can be made either at the time of ordering over the phone or upon collection in-store. Customers paying over the phone must have their payment details ready for secure processing.

Order Deposits:

A deposit may be required to secure currency orders. Deposits are non-refundable or partially refundable, depending on the circumstances.

Order Confirmation and Collection:

Once an order is placed, customers will receive an estimated date for currency collection. Customers must present valid identification and order confirmation details when picking up their currency.

Order Modifications and Cancellations:

If an order needs to be modified, customers should contact the store as soon as possible. Modifications are subject to availability and may impact the exchange rate. Orders not collected within 7 business days may be subject to cancellation. Cancellation of currency orders may result in an administrative fee to cover processing costs and potential loss of deposit.

Exchange Rates for Ordered Currency:

If payment is made over the phone, the exchange rate at the time of payment will apply.
If payment is made at collection, the exchange rate on the day of collection will apply.
TMEX is not responsible for any change in rates or availability if the currency is not collected on the scheduled date.

6. Customer Conduct and Right to Refuse Service

We strive to maintain a safe and welcoming environment for all customers and staff. Customers are expected to conduct themselves respectfully and refrain from disruptive or inappropriate behavior. TMEX reserves the right to refuse service or request a customer to leave if they do not adhere to these conduct expectations.

7. Security, Surveillance, and Privacy

For the safety and security of our customers and employees, all transactions are monitored and recorded via CCTV surveillance.

8. Store Hours, Service Availability, and Closures

Store hours may vary. Customers are advised to check our website or contact the store for up-to-date information, particularly during public holidays. Certain services may be unavailable during peak periods or due to unforeseen circumstances.

9. Liability for Errors and Refunds

TMEX takes all reasonable measures to ensure accuracy in transactions. In the event of a discrepancy, customers should notify store staff immediately for prompt resolution.

Once a foreign currency transaction is completed, it cannot be reversed or refunded.

Refunds or transaction reversals are at TMEX's discretion and may require supporting documentation.

10. Dispensed Currency and Security of Funds

Customers are advised to verify the currency and amount received before leaving the store. TMEX may not be able to address issues reported after departure unless proof of the original transaction is provided.

Once the currency has been collected, TMEX is not liable for any loss or theft of funds.

11. Mistakes in Transaction Amounts

If an error results in an overpayment or an excess amount of currency dispensed to the customer, TMEX reserves the right to request the return of excess funds. Customers are expected to cooperate by returning any overpaid amount promptly.

12. Dispute Resolution and Customer Support

If customers have concerns regarding an in-store transaction, they are encouraged to speak with the store manager. For further assistance, TMEX's customer support team can be contacted via the Website or at [support contact]. TMEX aims to resolve any disputes professionally and efficiently.

13. Changes to In-Store Terms

These terms and conditions are subject to periodic updates. Updates will be published on our website, and continued use of TMEX's retail services signifies acceptance of the latest terms.