Terms & Conditions

1. About UgSend

UgSend (“we”, “us”, “our”) provides technology and programme support for UK to Uganda money transfers. UgSend is not itself a payment institution, e-money institution, or bank. We do not hold, safeguard, or convert customer funds on our own account.

Payment collection, fund safeguarding, currency conversion, and mobile money payout services are provided by our regulated and licensed partners (“Payment Partners”). These partners hold the necessary FCA authorisations for UK payment services and the required licences for mobile money payout in Uganda.

These Terms govern your use of the UgSend platform (website and Progressive Web App). The terms under which your payment is processed and funds are safeguarded are governed separately by the terms of the relevant Payment Partner, which will be provided to you at the point of payment.

2. Eligibility

To use UgSend you must:

• Be aged 18 or over;
• Be a resident of the United Kingdom;
• Have a valid UK payment method (debit card or UK bank account);
• Successfully complete our identity verification (KYC) process; and
• Not be subject to any sanctions, or located in a sanctioned jurisdiction.

We reserve the right to refuse or terminate access to the service where eligibility requirements are not met, or where we suspect fraudulent or illegal activity.

3. Identity Verification (KYC)

We are required by UK law (the Money Laundering, Terrorist Financing and Transfer of Funds Regulations 2017) to verify the identity of our customers before processing transfers. You must provide accurate and complete information. Providing false or misleading information is a criminal offence and will result in immediate account suspension.

We may request additional documents or information at any time to comply with our ongoing due diligence obligations. Failure to provide requested information may result in delays, suspension, or termination of your account.

4. Fees and Exchange Rates

Transfer fee: £0.00. We charge no fixed transfer fee.

FX margin: Our only charge is a 0.9% margin applied to the live mid-market rate at the time of your transfer. This margin is displayed in full on the quote screen before you confirm payment.

Rate locking: The exchange rate shown in your initial quote is indicative. The rate is locked when you confirm payment. If market conditions change significantly before you complete payment, the rate may be refreshed.

Third-party charges: Your bank or card provider may apply charges for the outbound payment. Your recipient’s mobile money provider may apply charges for certain transactions or withdrawals. UgSend has no control over these charges.

5. Transfer Limits

• Minimum transfer: £10.00
• Maximum per transfer: £5,000.00
• Maximum per day (verified accounts): £10,000.00

Higher limits may be available to regular customers upon request and subject to enhanced due diligence. We reserve the right to apply lower limits where required by compliance or risk considerations.

6. Cancellations and Refunds

Before payment: You may cancel a transfer at any time before confirming payment at no cost.

After payment, before payout: Contact us immediately at support@ugsend.co.uk. We will attempt to cancel the transfer with our Payment Partners. A refund, if possible, will be issued to your original payment method within 5–10 business days, less any payment processing costs incurred.

After payout: Once funds have been delivered to the recipient’s mobile money wallet, cancellation is not possible. We are not liable for funds sent to an incorrect number or account provided by you. Please verify recipient details carefully before confirming.

Under the Payment Services Regulations 2017, you may have a right to a refund if a payment is unauthorised. Contact us immediately if you believe a transfer was made without your authorisation.

7. Your Responsibilities

You are responsible for:

• Ensuring all information you provide (including recipient details) is accurate and complete;
• Keeping your account login credentials secure and confidential;
• Notifying us immediately if you suspect unauthorised access to your account;
• Using UgSend only for lawful purposes and not for money laundering, terrorist financing, fraud, or any other illegal activity;
• Ensuring transfers comply with all applicable UK laws and regulations.

8. Prohibited Uses

You must not use UgSend to:

• Transfer funds derived from illegal activities;
• Evade taxes or circumvent financial reporting obligations;
• Send funds to or receive funds from sanctioned individuals or entities;
• Conduct any transactions on behalf of an unidentified third party;
• Engage in any activity that violates UK or Ugandan law.

Breach of this clause may result in immediate account termination and reporting to relevant authorities including the National Crime Agency (NCA) and HMRC.

9. Intellectual Property

All content, trademarks, logos, and software on the UgSend platform are owned by or licensed to UgSend. You may not reproduce, copy, distribute, or create derivative works without our prior written consent.

10. Limitation of Liability

To the maximum extent permitted by law, UgSend’s liability to you shall be limited to the amount of the transfer fee or FX margin paid by you in connection with the relevant transfer.

We shall not be liable for:

• Losses caused by incorrect recipient details provided by you;
• Delays caused by Payment Partners, mobile money networks, or banking systems;
• Losses caused by events outside our reasonable control (force majeure);
• Indirect, consequential, or special losses of any kind.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

11. Complaints

If you have a complaint about our service, please contact us at support@ugsend.co.uk. We will acknowledge your complaint within 2 business days and aim to resolve it within 15 business days. If you are not satisfied with our resolution, you may be able to refer the matter to the Financial Ombudsman Service (FOS) in relation to the regulated payment services provided by our Payment Partners.

12. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email or via an in-app notice. Continued use of UgSend after notice of a change constitutes acceptance of the updated Terms.

13. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact Us

UgSend
Email: legal@ugsend.co.uk
Support: support@ugsend.co.uk