ELECTRONIC FUNDS TRANSFER DISCLOSURE AND ERROR RESOLUTION POLICY 10-28-2013

This Electronic Funds Transfer Disclosure and Error Resolution Policy (“Policy”) is effective as of October 28, 2013. We may amend this policy at any time by posting a revised version on our website. The revised version will be effective at the time we post it. We will notify you via email if we make substantial changes to this policy.

This policy contains two sections: “Section I” explains how Skrill resolves errors associated with international fund transfers over $15 initiated from Skrill E-Wallet Account. “Section II” of this policy applies to all “Other Transactions”.

Please ensure you utilize the correct section for your guidance.

DEFINITIONS

"Unauthorized Transaction" is an erroneous transaction, where funds are sent from your Account and you did not authorize the transfer. For example, if your Skrill account password gets stolen and funds are sent from your Skrill account without your authorization. However, if you give someone your Skrill account username and password and they conduct transactions without your knowledge or permission, these transactions will not be considered unauthorized transactions and you will be responsible for any resulting losses.

“Business day” As used herein a “business day” is any day from Monday through Friday, with the exception of U.S. national and bank holidays.

“International Remittance Transfer” is an international fund transfer over $15 initiated from Skrill Account.

“Other Transactions” shall include international transfers below $15, all domestic transfers and all domestic and international purchases (also referred to as “gateway transactions”), where Skrill is integrated (but not necessarily hosted onto) as a payment option on a domestic or international merchant’s website.

SECTION I

INTERNATIONAL REMITTANCE TRANSFERS

This section covers international fund transfers over $15 initiated from Skrill E-Wallet Account.

How to view your transaction history: You can inspect your transaction history at any time by logging in to your Skrill account on www.skrill.com and clicking on the “All Transactions” tab.

How to notify us regarding errors and unauthorized transactions: You should contact us immediately if you believe that (i) there has been an error in one of your transactions, (ii) your login email or password has been compromised, or (iii) someone has (or will make) an unauthorized transfer of funds using your account. You may contact us via telephone, email, or mail.

  • To contact us by telephone, call the Skrill Help Team at 1-800-238-9984. However, please note that, if you contact us by telephone, we may require that you send us a written notice within 10 business days.
  • To contact via email, write to us-service@skrill.com and provide us with a notice including (i) your name and account number; (ii) the dollar amount of the purported error or unauthorized transfer of funds; (iii) a description of the purported error or unauthorized transfer; and (iv) any information which might help explain the existence and/or cause of the purported error or unauthorized transfer.
  • To contact us via mail, send a letter to Skrill USA, Inc. 61 Broadway, suite 1603, New York, NY 10006. Please provide us with information including (i) your name and account number; (ii) the dollar amount of the purported error or unauthorized transfer of funds; (iii) a description of the purported error or unauthorized transfer; and (iv) any information which might help explain the existence and/or cause of the purported error or unauthorized transfer.


In addition, for questions or complaints about Skrill USA, Inc., contact

Consumer Financial Protection Bureau

1-855-411-2372
1-855-729-2372 (TTY/TDD)
www.consumerfinance.gov

New York State Banking Department
One State Street
New York, NY 10004-1511
www.dfs.ny.gov/index.htm

For your state banking department, please visit www.skrill.com/en-us/siteinformation/statelicensing/

How to cancel International Remittance transfers: You can cancel an international remittance for a full refund by clicking on the relevant website link (where available) or by contacting us at 1-800-238-9984 within 30 minutes of the send money transaction, unless the funds have already been deposited into the recipients account or withdrawn.

When you contact us: you must provide information to help us identify the transfer you wish to cancel, including the amount and location where the funds were sent. We will refund your money within 3 business days of your request to cancel a transfer, unless the funds have already been deposited into the recipients account or withdrawn.

How we resolve errors and unauthorized transactions: you have a right to dispute errors in your transactions. If you are sending money to someone that qualifies as an International Remittance transfer and you think there was an error, please contact us within 180 days of the transaction. When you contact us in relation to an error or unauthorized transaction please provide:

  • Your name and address;
  • The type of error or problem with the transfer and why you believe it is an error or problem;
  • The name of the recipient of the funds and any supporting details about the recipient, such as address or telephone number;
  • The dollar amount of the transfer; and
  • The transaction ID number.

For all international remittance transactions, we will advise you of the results of our investigation within 10 business days after you have provided us with the notification described above. However, if we need more time, we may take up to 90 days to investigate your inquiry. We hereby reserve the right to carry out necessary checks at our sole but reasonable discretion and may ask you to provide documents or other evidence in support of your claim.

Within 3 business days after our investigation has concluded, we will advise you of the results of our investigation. If we determine that there was no error or unauthorized transaction, we will send you a written explanation. If we confirm the error or unauthorized transaction, we will immediately correct it.

What is our liability for errors: if you cancelled a send money transaction within 30 minutes of the transaction, you are entitled to a full refund, unless the funds have already been deposited into the recipients account or withdrawn. In all other cases, if we do not complete a transaction in the correct amount in accordance with our agreement with you, we will be liable for your losses or damages proximately caused by this failure. However, there are some exceptions that we will not be liable for, such as: through no fault of ours, you do not have enough available funds in your account to complete the transaction, or the service was not working properly and you had reason to know of the problem when you started the transaction, or circumstances beyond our control prevented the transaction, despite reasonable precautions that we have taken, or certain other circumstances described in our Terms of Use or this Electronic Fund Transfer Disclosure and Error Resolution Policy occur.

Document retrieval requests: Upon written/email request, copies of documentary evidence of transactions on your account are available for income tax and other purposes (we may charge you $10.00 per copy). As long as the computer you use to access your account is connected to a functioning printer, you can always print out your transaction history, or the details of a specific transaction, without any additional charge by Skrill.

SECTION II

OTHER TRANSACTIONS

Other Transactions include international transfers below $15, all domestic transfers and all domestic and international purchases (also referred to as “gateway transactions”), where Skrill is integrated (but not necessarily hosted onto) as a payment option on a domestic or international merchant’s website.

How to view your transaction history: You can inspect your transaction history at any time by logging in to your Skrill account on www.skrill.com and clicking on the “All Transactions” tab.

How to notify us regarding errors and unauthorized transactions: You should contact us immediately if you believe that (i) there has been an error in one of your transactions, (ii) your login email or password has been compromised, or (iii) someone has (or will make) an unauthorized transfer of funds using your account. You may contact us via telephone, email, or mail.

  • To contact us by telephone, call the Skrill Help Team at 1-800-238-9984. However, please note that, if you contact us by telephone, we may require that you send us a written notice within 10 business days.
  • To contact via email, write to us-service@skrill.com and provide us with a notice including (i) your name and account number; (ii) the dollar amount of the purported error or unauthorized transfer of funds; (iii) a description of the purported error or unauthorized transfer; and (iv) any information which might help explain the existence and/or cause of the purported error or unauthorized transfer.
  • To contact via mail, send a letter to Skrill USA, Inc. 61 Broadway, suite 1603, New York, NY 10006. Please provide us with information including (i) your name and account number; (ii) the dollar amount of the purported error or unauthorized transfer of funds; (iii) a description of the purported error or unauthorized transfer; and (iv) any information which might help explain the existence and/or cause of the purported error or unauthorized transfer.


In addition, for questions or complaints about Skrill USA, Inc., contact

New York State Banking Department
One State Street
New York, NY 10004-1511
www.dfs.ny.gov/index.htm

For your state banking department, please click www.skrill.com/en-us/siteinformation/statelicensing/

How do we resolve errors and unauthorized transactions: We will advise you of the results of our investigation within 10 business days after you have provided us with the notification described above. However, if we need more time, we may take up to 45 days to investigate your inquiry.

Within 3 business days after our investigation has concluded, we will advise you of the results of our investigation. If we determine that there was no error or unauthorized transaction, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.

What is our liability for errors: If we confirm the error or unauthorized transaction, we will immediately correct it. If we do not complete a transaction on time or in the correct amount in accordance with our agreement with you, we will be liable for your losses or damages proximately caused by this failure. However, there are some exceptions and we will not be liable, for example, if: through no fault of ours, you do not have enough available funds in your account to complete the transaction, or the service was not working properly and you had reason to know of the problem when you started the transaction, or circumstances beyond our control prevented the transaction, despite reasonable precautions that we have taken, or certain other circumstances described in our Terms of Use or this Electronic Fund Transfer Disclosure and Error Resolution Policy occur.

Other errors: In the event that we discover a processing error, we will rectify the error regardless of whether the error favored you or us. If the error results in you receiving less money than the amount to which you are entitled, we will credit your account for the amount of money you should have received. If the error results in you receiving more money than the amount to which you are entitled, we reserve the right to correct the transaction(s) that were incorrectly executed, including but not limited to debiting your account, regardless of the nature and cause of the error.

Document retrieval requests: Upon written/email request, copies of documentary evidence of transactions on your account are available for income tax and other purposes (we may charge you $10.00 per copy). As long as the computer you use to access your account is connected to a functioning printer, you can always print out your transaction history, or the details of a specific transaction, without any additional charge by Skrill.

ATTENTION! RESIDENTS OF THE STATE OF CALIFORNIA ONLY

RIGHT TO REFUND

You, the customer, are entitled to a refund of the money to be transmitted as the result of this agreement if Skrill USA, Inc. does not forward the money received from you within 10 days of the date of its receipt, or does not give instructions committing an equivalent amount of money to the person designated by you within 10 days of the date of the receipt of the funds from you unless otherwise instructed by you.

If your instructions as to when the moneys shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted you have a right to a refund of your money.

If your instructions as to when the moneys shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted you have a right to a refund of your money.

EXCEPT AS OTHERWISE PROVIDED BY LAW, OUR AGREEMENT WITH YOU OR OUR POLICIES DISCLOSED TO YOU, IN NO EVENT SHALL SKRILL BE LIABLE FOR DAMAGES FOR DELAY, NONDELIVERY, NONPAYMENT OR UNDERPAYMENT OF A PAYMENT TRANSACTION, WHETHER CAUSED BY AN ACT OR OMISSION OF SKRILL, ITS EMPLOYEES, AGENTS OR OTHERWISE. EXCEPT AS OTHERWISE PROVIDED BY LAW, OUR AGREEMENT WITH YOU OR OUR POLICIES DISCLOSED TO YOU, THE SOLE REMEDY AGAINST SKRILL SHALL BE LIMITED TO A REFUND TO THE SENDER OF THE PRINCIPAL OF THE PAYMENT TRANSACTION AMOUNT PLUS FEES AND CHARGES. IN NO EVENT SHALL SKRILL BE LIABLE FOR SPECIAL, INDIRECT, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, EXCEPT AS OTHERWISE PROVIDED BY LAW, OUR AGREEMENT WITH YOU OR OUR POLICIES DISCLOSED TO YOU.