Terms & Conditions


1.1. This agreement is between you and Masari Payment Services Limited (“us”), the terms in the form are part of this agreement.
1.2. Please complete the form and sign same after ensuring that all sections have been fully and correctly completed. Should the form not be completed in full this could affect our ability to send your money. It is important that you call us if any of the information you provided changes before the recipient collects or receives the money.
1.3. This agreement is a contract between you and us mandating us to send money to the person you have named on the form (‘the recipient’) through our Masari Money Transfer service
1.4. For cash to cash transfers, you can send money to a different “receive country”. The recipient can only collect the money in the receive country stated in the form. Once the Masari agent has entered your transaction into the system and been given your money, the recipient can collect the money at any agent location in the receive country in cash, in the currency stated in the form unless condition 2.2(a) below applies.


Your Masari Agent will advise you of the fee payable for your transaction. You will not be charged any other fee for the transfer. You can only send money in a certain currency or currencies. Your agent will furnish you with information about the payout currency available in the receive country you are sending to, if this currency is different to the currency in which you are paying us and also advise you of the exchange rate that will apply. Your chosen currency, the agreed exchange rate and the converted amount will appear on the form.


3.1. There are limits on how much you can send. A maximum amount of €3000.oo can be sent at one time. We may refuse to send the money or allow it to be collected if we reasonably believe that:
a) By doing so we might break any law, regulation, code or other duty that applies to us;
b) Doing so may expose us to action from any government or regulator; or
c) It may be linked with fraudulent or illegal activity.
3.2. Unless the law prevents us, we will try to call or write to tell you the reasons for our refusal and how you can put right any errors in your instructions. If you prefer (and the law allows), or if the law requires, we will return the money to you.


4.1. You may cancel a money transfer transaction before the recipient collects or receives the money. If you wish to cancel the transfer and request a refund of the transfer amount, you can ask your agent or write to us enclosing a copy of your completed form. We aim to process such requests promptly but in any case within 30 days.
4.2. For a cash to cash transfer, if the transfer was not made properly or never arrived, we will promptly refund the money and our fee, if appropriate, after investigating the circumstances surrounding the execution of the transfer.
4.3. However, we will not be liable where you have not met your obligations in condition 5.3 and the money is paid to someone who gave the agent what it reasonably believed to be valid identification for the recipient (“Identification”).
4.4. We will not refund you if we are not liable under condition 8.4.


5.1. In order to collect the money and complete a transfer, the recipient will need a valid identification document
5.2. The reference number of the transfer will need to be provided to the agent.
5.3. You must not give the reference number or recipient’s details to anyone other than your chosen recipient.


6.1. We will send the money to the bank account you specify in the form. If the account is in the EEA, the bank holding the account will receive the money within four business days (Monday to Friday, but not public holidays) of you asking us to send it. That bank is required by law to put the money into the recipient’s account as soon as it is received. Banking practices may vary if you send money to an account outside the EEA – for more information on when a payment will be credited to such an account, you need to contact the recipient’s bank. The recipient’s bank may apply its own charges to the transfer, which do not involve us.
6.2. If you ask us to send money to a bank account and the transfer was not made properly or never arrived, we will promptly refund your money and our fee – unless we can show that the bank received the money or that there was a mistake in the recipient’s bank account details that you gave us.


7.1. We will not be liable if we break this agreement because of:
a) Abnormal and unforeseeable circumstances outside our control where we could not avoid breaking this agreement despite all efforts to the contrary – this may include, for example, delays or failures caused by industrial action, problems with another system or network, mechanical breakdown or data processing failure.
b) Our obligations under Cyprus or European Community law.
7.2. You must call us or write to us as soon as you reasonably can if you think a transfer was not made properly or never arrived. We will not refund money to you under condition 4.2 or 6.2 if you unduly delayed telling us about the problem and in any event told us more than 13 months after sending the money.
7.3. We are not liable to you for more than the amount of money you send and our fee. We will not be liable for any incidental, indirect, special or consequential losses or costs you suffer or, as this agreement is made with you as a consumer, any business losses or costs (such as loss of business profits or opportunities).
7.4. Our service is for you to send money to a private individual known by you rather than to make a commercial payment, and you must not use it for those types of transaction. If you ask us to pay someone who turns out to have defrauded you or who fails to meet their obligations to you, we will not be liable as a result.
7.5. A person who is not a party to this agreement shall not have any rights to enforce this agreement.
7.6. Nothing in this agreement limits our liability for acting fraudulently or very carelessly otherwise excludes or limits our liability to the extent that we are unable to exclude or limit it by law.


8.1. We will report money transfers to any government authorities if we are required to do so by law.
8.2. If a transfer was not made properly or never arrived, we will investigate and do what we can to find the destination of the money (and call or write to tell you of the outcome) if you ask us to. Where there was a mistake in the recipient’s details you gave us, we will make a reasonable effort to recover the money.
8.3. None of our services involve you or the recipient having a “deposit” or a deposit account with us (or any other company helping with the transfer, apart from the receiving bank for a cash to account transfer) at any time.
8.4. Cyprus law applies to this agreement (and to our dealings with you with a view to entering into this agreement), and we will communicate with you in English.4


9.1. We are committed to protecting your privacy. We may use your and the recipient’s personal information and the details of your transfer, and store them on our databases, in order to provide you and the recipient with transfer services, for managing our business (including administering our on-going relationship with you) and for market research as permitted by applicable law. You must have the recipient’s consent to share his personal information with us.
9.2. We may, for those purposes, share the information with Masari agents who may be located outside of the EEA. We will not share the information with anyone else except as required by law. We have security practices and procedures in place to restrict access to personal information as appropriate.
9.3. You may request access to your personal information, ask for the information to be corrected or updated or, for legitimate reasons oppose it’s processing, by writing to or e-mailing us or call us.
9.4. By completing and signing the form, you agree to our collection, use and transfer of your and the recipient’s personal information for the above purposes, including transfers to the receive country.


10.1. It is Masari’s aim to provide you with the most efficient and cost effective service at all times. In the unlikely event that you are not fully satisfied with our service, please contact us as soon as possible. For full details of our complaints procedure or consumer protection advice, or to submit a complaint, you can visit our website, email us, or write to Customer Relations at the address in condition 1.6.
10.2 We will deal with your complaint promptly and with due concern. We will try our best to resolve your complaint as soon as possible. In case we feel we need more time to resolve your complaint, we will send you an acknowledgement within five working days and send you a final response letter within eight weeks of receipt of your complaint.


We are a payment institution authorised and regulated by the Central Bank of Cyprus. The Central Bank Register is available at www.centralbank.gov.cy.


Our telephone number is 0035725500600 our website is www.masaripayments.com; our address for writing to us is Masari Payment Services Limited P.O.Box 56675, Limassol, 3308, Cyprus and our email address is info@masaripayments.com