These Terms & Conditions govern the use of the services provided by City Exchange Company W.L.L. through its branches, website, mobile application, and other authorised channels.

By registering with City Exchange, accessing our platforms, or using any of our services, the customer confirms that they have read, understood, and agreed to these Terms & Conditions.All services are provided in accordance with the applicable laws and regulations of the State of Qatar, including the requirements and instructions of the Qatar Central Bank.

1. Customer Registration and Information

Customers must provide accurate, complete, and up-to-date personal, identification, contact,and transaction-related information.

Registration and continued access to City Exchange services are subject to Know Your Customer (KYC), compliance, verification, and other requirements prescribed by the Qatar Central Bank,applicable laws, and City Exchange’s internal policies.

City Exchange may request additional information, identification, source-of-funds evidence, or supporting documents before or after processing a transaction.

Customers are responsible for informing City Exchange of any changes to their registered information.

2. Accuracy of Transaction Details

Customers are responsible for checking and confirming all transaction information before proceeding, including:

• Beneficiary name and contact details
• Bank name and branch
• Account number or IBAN
• Mobile wallet number
• Destination country
• Transfer amount
• Purpose of the transaction
• Relationship with the beneficiary

City Exchange shall not be responsible for delays, rejections, returns, incorrect payments, or losses resulting from inaccurate or incomplete information provided by the customer.

Any correction, amendment, cancellation, or reprocessing may be subject to additional charges and the rules of the relevant bank, payment partner, money transfer operator, or service provider.

3. Transaction Processing

All transactions are subject to:

• Qatar Central Bank regulations and instructions
• Applicable laws of the State of Qatar
• Anti-Money Laundering and Counter-Terrorist Financing requirements
• Sanctions and compliance screening
• City Exchange’s internal policies and approval procedures
• The requirements of correspondent banks, payment partners, and service providers

City Exchange may delay, decline, suspend, cancel, or request additional information for any transaction where required for regulatory, compliance, security, operational, or risk￾management purposes.

A transaction will be processed only after the required payment, information, verification, and approvals have been completed.

4. Source and Purpose of Funds

By using City Exchange services, the customer confirms that:

• The funds used for the transaction are from a legitimate source.
• The transaction is being carried out for a lawful purpose.
• The transaction is not connected to money laundering, terrorist financing, fraud,sanctions violations, virtual-asset activities prohibited by applicable regulations, or any other unlawful activity

The customer must provide source-of-funds, purpose-of-transaction, or other supporting documents whenever requested by City Exchange, the Qatar Central Bank, another competent authority, or an authorised service provider.

City Exchange may report or disclose transactions and customer information to the Qatar Central Bank or other competent authorities where required by law or regulation.

5. Transaction Delivery and Service Availability

City Exchange will make reasonable efforts to process and deliver transactions within the expected timeframe. However, actual delivery times may depend on:

• The selected payout method
• Correspondent or beneficiary banks
• Money transfer operators and payment partners
• Compliance and regulatory checks
• Banking hours and public holidays
• Technical or telecommunication availability
• The requirements of the destination country

City Exchange shall not be responsible for delays, non-payment, underpayment, or non-delivery caused by banks, partners, regulatory checks, incorrect customer information, technical failures, force majeure events, or circumstances beyond its reasonable control.

6. Exchange Rates, Fees and Charges

Applicable exchange rates, service fees, commissions, and other charges will be communicated to the customer before the transaction is confirmed.

Exchange rates are subject to market fluctuations and may change without prior notice. The rate applied will be the rate accepted by the customer when the transaction is confirmed.

Additional charges may be deducted or applied by intermediary banks, beneficiary banks,payment partners, or other service providers. Such third-party charges may be outside the control of City Exchange.

7. Debit Card and Other Payments

Payments made by debit card must be made using a valid card accepted by City Exchange and issued in accordance with applicable requirements.

Third-party card payments may be rejected. The name and ownership of the card may be verified before processing the transaction.

Card payments, refunds, and reversals are subject to the requirements of the issuing bank,payment gateway, Qatar Central Bank regulations, and City Exchange’s internal controls.

8. Cancellations, Amendments and Refunds

Cancellation, amendment, or refund requests are subject to the status of the transaction and the policies of the relevant correspondent bank, money transfer operator, payment partner, or service provider.

Once a transaction has been processed, transmitted, credited, or paid to the beneficiary,cancellation or amendment may not be possible.

Where a refund is approved:

• The refund may be processed through the original payment method.
• Applicable partner, bank, service, or administrative charges may be deducted.
• Any exchange-rate difference may be borne by the customer.
• Refunds will be processed in accordance with Qatar Central Bank requirements and applicable laws.

Service fees may not be refundable where the transaction was cancelled or returned due to incorrect customer-provided information or a customer request.

9. Customer Accounts and Digital Services

Customers using the City Exchange mobile application or other digital services are responsible for maintaining the confidentiality of their login credentials, passwords, PINs, and one-time passwords.

Customers must not share their credentials or allow another person to access or transact through their account.

Any suspected unauthorised access, loss of credentials, fraudulent activity, or unrecognised transaction must be reported to City Exchange immediately.

Digital services may be temporarily unavailable due to maintenance, updates, technical issues,security requirements, regulatory instructions, or circumstances beyond the reasonable control of City Exchange.

10. Data Protection and Information Disclosure

City Exchange may collect, process, store, verify, and retain customer information for purposes including:

• Customer registration and KYC
• Transaction processing and delivery
• Compliance and regulatory reporting
• Fraud prevention and security
• Customer support and complaint handling
• Service improvement and business analysis
• Communications and marketing, where applicable

Customer information may be shared with the Qatar Central Bank, competent government or

law-enforcement authorities, correspondent banks, money transfer operators, payment providers, technology providers, and other authorised parties where necessary to provide the service or comply with legal and regulatory obligations.

Information may also be transferred to service providers or partners outside Qatar where required to complete an international transaction, subject to applicable legal and regulatory requirements.

11. Customer Communications and Consent

City Exchange may contact customers through SMS, WhatsApp, social media messaging platforms, RCS, email, telephone calls, or other authorised communication channels for:

• Transactional communications
• Account and registration notifications
• Service-related updates
• Security and compliance communications
• Customer support
• Product information and promotional offers

By registering with City Exchange, submitting an enquiry, initiating a transaction, or using our services, customers consent to receiving such communications in accordance with these Terms & Conditions and the applicable Privacy Policy.

Customers may withdraw their consent to promotional communications at any time by using the available unsubscribe or opt-out method, or by contacting City Exchange. This will not prevent City Exchange from sending essential transactional, security, regulatory, or service￾related communications.

12. Third-Party Service Providers

City Exchange may use correspondent banks, money transfer operators, payment gateways,technology providers, mobile-wallet operators, and other third parties to deliver its services.

The use of a third-party service may also be subject to that provider’s terms, operating rules,and regulatory requirements.

City Exchange shall not be responsible for the acts, omissions, service interruptions, delays, or charges of third parties except to the extent required under applicable law.

13. Suspension or Refusal of Services

City Exchange reserves the right to refuse, suspend, restrict, or discontinue any service where:

• Required by the Qatar Central Bank or another competent authority
• Required under applicable laws or sanctions
• Customer information is incomplete, inaccurate, or unverifiable
• Required documents have not been provided
• Fraudulent, suspicious, or unlawful activity is suspected
• The transaction is inconsistent with City Exchange’s compliance or risk policies
• There is misuse of a City Exchange service or digital platform

Where permitted, the customer will be informed of the status of the transaction or service.Certain details may not be disclosed where restricted by law or regulation.

14. Limitation of Liability

City Exchange shall not be liable for indirect, incidental, special, or consequential losses arising from the use of its services, including loss caused by delays, technical failures, third-party service providers, regulatory actions, or inaccurate information supplied by the customer.

Where City Exchange is found liable under applicable law, its liability shall ordinarily be limited to the value of the relevant transaction, unless otherwise required by the laws of the State o Qatar or the Qatar Central Bank.

Nothing in these Terms & Conditions excludes any responsibility that cannot legally be excluded.

15. Complaints and Customer Support

Customers may contact City Exchange regarding a transaction, service concern, complaint,correction, or request for information through the official contact details provided on our website or by visiting any City Exchange branch.

Complaints will be reviewed and handled in accordance with City Exchange’s internal complaint-handling procedures, applicable Qatar Central Bank requirements, and the laws and regulations of the State of Qatar.

Customers should provide the relevant transaction reference, identification details, and supporting information to help us review the matter.

16. Amendments to These Terms

City Exchange may amend these Terms & Conditions from time to time to reflect changes in its services, operating procedures, technology, applicable laws, or Qatar Central Bank instructions.

The updated Terms & Conditions will be published on the City Exchange website and will become effective from the date stated or upon publication, as applicable.

Continued use of City Exchange services after an update constitutes acceptance of the revise Terms & Conditions.

17. Governing Law and Jurisdiction

These Terms & Conditions shall be governed by and interpreted in accordance with the laws and regulations of the State of Qatar and the applicable requirements of the Qatar Central Bank.

Any dispute arising from the use of City Exchange services shall be subject to the jurisdiction of the competent courts of the State of Qatar.

Contact Us

For questions about these Terms & Conditions or City Exchange services, customers may contact:

City Exchange Company W.L.L.

Website: www.cityexchangeqa.com

Email:

Telephone: +974 4476 9100

Address: Zone 16 Old Ghanem, Street 214, Ahmed Bin Mohammed Bin Thani Street, Building 74, P.O. Box: 16081, Doha, State of Qatar