Important Information

• 1- No cancellation of foreign currency transactions are permitted – Any currency purchased or sold by the customer can be returned or bought back only as a fresh transaction at the prevailing market rate.
• 2- Any breach of local AML/TF regulation, you / customers would be personally responsible / liable.
• 3- In the event of misrepresentation, Company will have the right to seek assistance from the authorities.
• 4- Additional fees may be levied by the correspondent bank/financial institution or entity providing financial services to the beneficiary of remittance.
• 5- Penalties and fees may be applied if there is a customer error or omission in providing incorrect or incomplete information for remittances.
• 6- The actual time to complete a transaction may differ from estimates due to increased scrutiny of transactions by the correspondent bank/financial institution or entity providing financial services to the beneficiary remittances.
• 7- Exchange rate used for the refund or money paid by the Consumer may differ from the original rate used for the transfer, and any costs which could be incurred for the cancellation caused by the Consumer.
• 8- There may be additional and significant costs charged by the receiving entities should there be Error / omissions in the remittance information provided by the consumer causing a rejection of, or delays in the transfer

Grievance Redressal Mechanism

We are committed to serve you to your satisfaction and make your experience of patronizing our services an enjoyable one. However, should you feel that our services need improvement and wish to lodge your feedback/complaint, we welcome your valuable suggestions and feedback. Our endeavour shall be to convert your complaint into a compliment. Please follow the escalation matrix as below.

• In the first level, the customers can raise complaints via website (alfaexchnage.net), branch call (04-2340777) or walk-in.
• In the second level, the customers can raise complaints via email to [email protected] or can call at CSD direct line 04-2286231.
• In the third level, the customers can also send email to [email protected] to be received by the Management.