Online Ordering Service Terms and Conditions

1. Who Are We

This online foreign currency ordering facility (the "Service") is provided by Travelex Currency Exchange Limited referred to as “Travelex” or “we” or “us” or “our”, registered office at Room 302, 3/F North Office Block, Super Terminal 1, HK International Airport, Hong Kong. We can also be contacted via email at or via telephone on (+852) 3197 9488.

 2. Application of These Terms and Conditions 

These Terms and Conditions apply to the Service - which refers to an online ordering facility for foreign currency banknotes (“Travel Money”). By placing an order for Travel Money on this website (“Website”), you confirm that you have read and understood these Terms and Conditions and agree to be bound by them.

 3. Use of the Service 

a) The Service is only available to individuals aged 18 years or over and who access the Service from the Website. The Service may only be used to reserve Travel Money for personal or business travel and not for speculative, investment or any other purposes. 

b) Travelex may, at its sole discretion, refuse to provide the Service to any person for any reason. Travelex will not be liable for any cost, loss or damage incurred by you if we refuse to provide the Service to you.

c) online pre-orders will not be eligible for Asiamiles credit, and in conjunction with any other Travelex offer or discount.

 4. Placing an Order

a) Ordering Process:To place an order, you must follow the instructions on the ordering pages of the Website. You must provide all information required for the online order, including but not limited to, your full name, telephone number, email address, your choice of pick up store and pick up date. By placing an order, you confirm that all information provided by you is correct in all respects. Once you enter the ordering pages, you must complete your order within 20 minutes otherwise your session may time out and you will have to restart the order process.

b) Currencies:The Service is only available for the currencies listed from time to time on the ordering pages of the Website. These currencies are subject to change from time to time at Travelex's sole discretion.

c) Denominations:You cannot select your preferred currency denominations on the Website. The amount of Travel Money ordered will be rounded to the minimum banknotes denomination for the relevant currency as determined by Travelex. 

d) Minimum and Maximum Order limits:all online orders are subject to: 

a) minimum value of HKD 2,000 (or the equivalent in other currencies) per order; and 
b) a maximum value of HKD 50,000 (or the equivalent in other currencies) per order.
These order limits are subject to change from time to time at Travelex's sole discretion. 

e) Collection Store:when you place your order for Travel Money, you must select a Travelex store where you want to collect the Travel Money ordered (“Collection Store”) and the available stores are listed on the ordering pages of the Website. Please note that once you have placed your order, you cannot change the nominated collection store.

f) Collection Date: If you select the collection date on the Website before 10am (Hong Kong time), Travel Money may be collected between the day after the order date (“First Available Collection Date 1”) and 2 days after the First Available Collection Date 1. If you select the collection date at or after 10am (Hong Kong time), Travel Money may be collected between the 2nd day after the order date (“First Available Collection Date 2”) and 12 days after the First Available Collection Date 2. The time period in which you may collect your order is your Collection Period. You must choose one day within the Collection Period as your nominated collection date. We will use our reasonable endeavors to meet your nominated collection date, but we will not be liable for failing to do so. If you wish to change the nominated collection date, you may contact us at any time prior to the collection date. The new collection date must fall within the Collection Period. 

g) Confirmation:After you click on the ‘Reservation’ button, our system will display a confirmation page setting out the details of your order. This confirms our receipt of your order. We may, at our sole discretion, accept or reject any order received by us. If your order has been accepted by us and we agree to provide the Service to you, you will receive an ‘Order Confirmation E-mail’ (“Confirmation Email”) from us. A contract between you and us is only formed when we send you the Confirmation Email that your order has been accepted. Please print a copy of the Confirmation Email and bring it to the Collection Store. 

h) Payments:You are not required to pay for your order on the Website. Payment must be made on collection.

5. Exchange Rates 

a) The exchange rates we quote on the Website are indicative rates only and are subject to change from time to time. To the extent permitted by law, the exchange rate applicable to your actual Travel Money purchase is either:

a)the exchange rate set out in the Confirmation Email provided to you by us; or 

b) the exchange rate displayed on the rate board or other exchange rates notified by our staff at the Collection Store at the time of collection. 
You may choose one of the above exchange rates whichever is more preferable for you.
b) You acknowledge that the exchange rates available on the Website for online orders may differ from the exchange rates provided at the Collection Store. 

6.Collection of Travel Money

a) Orders can be collected by you (the person who is named as the customer in the order) from the Collection Store set out in the Confirmation Email. Collection is subject to the opening times of the Collection Store. Details for the opening times of the Collection Store can be obtained on the Website. 
b) At the time of collection, you must produce the following to us: 
a. print out of the Confirmation Email; and 
b. one of the following identification documents: 
i. an Identity Card if you are a resident of Hong Kong or Macau SAR; or
ii. a passport; or
iii. a travel document accepted by Travelex, such as Travel Permit to Hong Kong and Macau for mainland China residents, Mainland Travel Permit for Taiwan Residents; or

iv.Seaman’s Identity Document.

c) If you are unable to produce the above items at the time of collection, we may not provide you with your order and your order may be cancelled by us. For the avoidance of doubt, we will not release the Travel Money to you if you do not produce the identification document specified in sub-clause b) above.

d) In order to comply with our anti-money laundering and other legal obligations and our internal risk and fraud policies, we may request you to provide further information and identification documents (such as proof of residential address) and take a copy of your identification documents and other documents at the time of collection.

e) You must pay for the order in full before we release the Travel Money to you at the Collection Store. Payment must be made by cash, EPS or credit card. For any EPS or debit card payment, you must ensure that the card is registered in your name and the account has sufficient funds available to cover your order. Travelex only accepts credit card payments made by Visa or MasterCard.

7.Your Right to Amend or Cancel

a) Order Cancellation: You may cancel your order at any time prior to the nominated collection date by contacting the Collection Store set out in your Confirmation Email. If you do not cancel your order prior to the collection date and fail to collect your order from the Collection Store on the nominated collection date, your order will be cancelled by us. 

b) Order Amendment: Subject to clause 4 (e), you cannot amend your order after it has been submitted to us. However, you may cancel your existing order and place a new order on the Website. 

c) Details: To cancel an order, you must provide us with your full name and your order reference number appearing on your Confirmation Email. 

 8.Complaints and Compliance 

a) If you have any comments or complaints in respect of our Services, please contact us via email at
b) You must comply with all laws and regulations binding on you, including complying with all obligations under, and not breaching, the anti-money laundering legislation or any other applicable laws.

 9.Limiting Our Liability

a) We use reasonable care and skill in providing the Service. To the extent permitted by law, we shall not be liable to you for the following:
a. if we are unable to perform any of our obligations to you in respect of the Services due to failure of any technical systems or for any other reasons beyond our reasonable control including, amongst other things, war, terrorism, government action, natural disaster, and industrial dispute;
b. for any damage to you, your computer equipment or other facilities as a result of using the Website or the Service; or 
c. for any indirect, or consequential losses, claims or damages (including without limitation loss of profit, loss of production, loss of contracts or loss of opportunity) suffered by you or incurred from your use or delay or inability to use the Website or the Service however caused.
b) To the extent permitted by law, our maximum liability to you in respect of our provision of the Service and the use of the Website shall be to refund the purchase price of your Travel Money order.


You must indemnify us from and against all claims, liabilities, damage, suits and losses, made against or suffered by us as a direct result of:

a) your fraudulent, willful or negligent act or omission; 

b) any breach of these Terms and Conditions by you;

c) your act or omission which causes us to be in breach of any law or regulation; and 

d) personal injury or death, or property damage caused or contributed to by you.


Travelex may, in its absolute discretion, terminate any contract created by these Terms and Conditions between you and us for any reason at any time. 

12.Third Party Rights

When you place an order for Travel Money on the Website and we send you a Confirmation Email, we are entering a contract with you personally. Nothing in these Terms and Conditions will confer any benefit on any third party or any right to enforce these Terms and Conditions.

13.Alteration of Terms

a) We may, at any time with immediate effect, change, suspend or withdraw the Website, the Service and these Terms and Conditions (“Alteration of Terms”) without notice and without liability to you. If the Alteration of Terms occurs after you have placed an order on the Website, such Alteration of Terms will not apply to you. 
b) If we revise these Terms and Conditions, we will post the revised version on the Website. You are expected to check our Online Terms and Conditions from time to time to take notice of any changes we make. By using the Website or the Service or by placing orders after we have changed these Terms and Conditions, you will be accepting the changes. 

14.Personal Information And Security

a) You must ensure that all information provided by you is true and correct, that any material information will not be withheld by you.
b) Please click on Privacy Statement to find out how we may use and disclose your personal information.

15.Risk and Title

a) The Travel Money will be at your risk from the time of collection.
b) Ownership of the Travel Money will only pass to you when we receive full payment of all sums due in respect of the Travel Money.

16.Contact You 

You authorise us to use the name, telephone number and email address that you provide to us on the Website to contact you at all reasonable times. We may contact you for various reasons, for example, when we are unable to supply you with your requested currency or when we need to confirm the collection date. 


 If any term of these Terms and Conditions is illegal, invalid or unenforceable, it shall be severed and deleted from the Terms and Conditions and the remaining terms shall survive, remain in full force and effect, and continue to be binding and enforceable.

18.Transfer of rights and obligations

These Terms and Conditions are binding on you and us and on our successors and assigns. You may not transfer, assign or otherwise dispose any of your rights or obligations arising under these Terms and Conditions. We may transfer, assign, charge, sub-contract or otherwise dispose any of our rights or obligations arising under these Terms and Conditions at any time.

19.Entire Contract

a) These Terms and Conditions and any document expressly referred to in them represent the entire contract between us in relation to the Services and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

 b) You acknowledge that you have not relied on any representation, undertaking or promise given by us or be implied from anything said or written in negotiations between us except as expressly stated in these Terms and Conditions.

 20.Law And Jurisdiction

These Terms and Conditions shall be governed by, construed and interpreted in accordance with the laws of Hong Kong. Any dispute or difference arising out of or concerning these Terms and Conditions which cannot be settled amicably shall be submitted to Hong Kong International Arbitration Center. The arbitration award shall be final and binding upon both parties.