CLICK & COLLECT LEGAL TERMS AND CONDITIONS

The services described below shall be provided in accordance with these terms and conditions, which set out our obligations as service provider, your rights and obligations as customer, as well as information relating to the foreign currency reservation process for collection at our branches. Our Privacy Policy shall also apply for the purposes of protecting your personal data.

The owner of this website is CHANGEGROUP SPAIN, S.A.U. (hereinafter, “ChangeGroup”), with registered office at Calle Gran Vía 49, 1-Izq, 28013 Madrid, Spain, and tax identification number A-66577693.
The company is registered in the Register of Foreign Currency Exchange Establishments of the Bank of Spain under number 1790 and in the Madrid Commercial Register, Sheet M-784245, Volume 44513, Page 49, Entry 1.

The terms of use of the website may be consulted in the Legal Notice.

1. CONDITIONS OF OUR SERVICES

ChangeGroup offers you a foreign currency reservation service with collection and payment at our branches (“Click & Reserve”).

Through this service, ChangeGroup provides you with the possibility of reserving the desired currency for subsequent collection and payment at our branches.

Making reservations

Reservations may be made via our website: www.es.changegroup.com.
Reservations made through the website may be completed in Spanish or English.

Only certain currencies are physically held in stock; therefore, reservations must be limited to those available.

In order to make a reservation, the customer must provide valid identification, as well as an email address and a telephone number, so that ChangeGroup may contact them and duly deliver the reservation.

Reservations may be subject to a maximum value per calendar quarter and per year.

Exchange rates, commissions and charges

At the time of making a reservation for collection at a currency exchange branch, the user will be informed on the website screen of the estimated selling price. This price is variable depending on the selected collection branch, commissions and charges.
Payment for the reservation shall be made at the specified branch on the collection date.

It should be noted that entities authorised to carry out currency exchange transactions are not obliged to apply official exchange rates and may apply a commercial margin and/or commissions.

Method of payment

The full amount of the reservation shall be paid, in cash or by card (where this payment method is available), at the selected branch on the date chosen by the user.

Reservation confirmation

Once the reservation with branch collection has been made and accepted by us, the user will receive a confirmation email specifying the details of the requested transaction, the estimated price, charges and commissions, method of payment, branch, and the date and time slot for collection.

Should the reservation not be accepted by the user, no liability shall arise for the user.

Collection of the reservation

The reservation shall be available to the user for collection at the branch and on the date indicated in the confirmation email.

The reservation shall be handed over exclusively to the person who made it, for which purpose the customer must provide valid identification.

Collection of the reservation shall be subject to compliance with the applicable due diligence and internal control measures in accordance with regulations on the Prevention of Money Laundering and the Financing of Terrorism.

Cancellations

The user may cancel a reservation before the selected collection date at the branch. Under no circumstances will any charge be applied to the user.

To cancel a web reservation, the user must contact ChangeGroup’s Customer Service as soon as possible on the freephone number 900 101 861 and provide the reservation number.

In any event, ChangeGroup shall deem the reservation to have been cancelled if the user does not attend on the indicated collection date.

ChangeGroup may cancel a reservation before the selected collection date without charging the user any amount. The user shall be notified of such cancellation through the same communication channels used for previous notifications at the time the reservation was made.

2. QUALITY GUARANTEE

ChangeGroup guarantees that the currency provided is of the highest quality and corresponds to legal tender in the issuing country.

ChangeGroup shall establish appropriate control and traceability measures to ensure that the cash currency order reaches the final customer with the highest level of assurance.

3. CUSTOMER SERVICE

In compliance with the regulations applicable to its activity, ChangeGroup informs users of the following:

3.1 Customer Service Department

ChangeGroup has a Customer Service Department to which users may submit their complaints and claims in writing, addressed to our Customer Service Department via the following channel:

Postal address:
Calle Gran Vía 49, 1 Izquierda
28013 Madrid
Spain

This department shall attend to and resolve complaints and claims within a period of one month from the date of receipt.

3.2 Additional complaint mechanisms

Once the procedure for submitting complaints or claims to the Customer Service Department referred to above has been exhausted, additional mechanisms are available to the customer:

i. Commissioner for the Defence of Banking Services Customers, under the authority of the Bank of Spain, before whom complaints arising from actions related to the company’s activity that may breach applicable regulations may be submitted, at the following addresses:

Postal:
Bank of Spain – Complaints Service
Calle Alcalá No. 50
28014 Madrid
Spain

Electronic:
Virtual Office of the Bank of Spain

ii. Additionally, residents of the European Union may submit their complaints through the Online Dispute Resolution (ODR) Platform created by the European Commission:
https://ec.europa.eu/consumers/odr/

3.3 Applicable regulations

ChangeGroup is subject to compliance with the regulations on transparency and customer protection, including Circular No. 6/2001 of 29 October of the Bank of Spain on foreign currency exchange establishments; Order ECO/734/2004 of 11 March on customer service departments and the customer ombudsman of financial institutions; Circular No. 2/2005 of 25 February of the Bank of Spain on automated files containing personal data managed by the Bank of Spain; Circular 3/2009 of 18 December of the Bank of Spain amending Circular 6/2001; and Order ECC/2502/2012 of 16 November regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate-General for Insurance and Pension Funds.