CAILORA LTD
Service Information Sheet
Money Transfer Service — UK to Egypt
Version 1.0 | Effective Date: May 2026
This Service Sheet gives you key information about Cailora’s money transfer service in plain English. Please read it carefully before you sign up or make a transfer. It is not a legally binding document — your rights and obligations are set out in full in our
User Terms and Conditions Agreement and Transaction Terms, available at www.cailora.com.
IMPORTANT: Your money is NOT protected by the Financial Services Compensation Scheme (FSCS). However, your funds are safeguarded under the Payment Services Regulations 2017. This means that even if Cailora became insolvent, your money would be returned to you. See Section 6 for details.
1. About Cailora
| Company name | Cailora Ltd |
| Registered address | 128 City Road, London, EC1V 2NX, United Kingdom |
| Company number | 14882635 (registered in England & Wales) |
| Regulator | Financial Conduct Authority (FCA) |
| FCA reference | FRN 1023986 |
| Authorisation type | Small Payment Institution |
| Regulated under | Payment Services Regulations 2017, Schedule 1, Part 1 |
| ICO registration | ZB884580 |
| General contact | support@cailora.com |
| Complaints contact | complaints@cailora.com |
| Website | www.cailora.com |
2. What the Service Does
Cailora allows you to send money from the United Kingdom to Egypt. Here is a summary of how it works:
- You create a free Cailora account on our website.
- You enter the details of the person or business you want to send money to (the Recipient).
- You tell us how much you want to send in GBP.
- We show you the GBP/EGP exchange rate and our fee before you confirm.
- You make a UK Faster Payment to our NatWest account for the transfer amount plus our fee.
- We convert your GBP into Egyptian Pounds (EGP) and send it to your Recipient.
Who can use this service: Individuals aged 18 or over who are resident in the UK (for personal use only), and UK-registered businesses.
Where we send money to: Egypt only. All transfers are paid out in Egyptian Pounds (EGP).
3. Fees and Exchange Rates
Our Service Fee
| Fee structure | 0% to 1.50% of the Transfer Amount, or £5 — whichever is higher |
| Individual monthly limit | £10,000 per calendar month |
| Business monthly limit | £20,000 per calendar month |
| When you’ll see the fee | Before you confirm your transfer — you can cancel at no charge |
Example: If you send £1,000, the maximum fee would be £15.00 (1.50%). If you send £100, the minimum fee of £150 would apply — so the service is most cost-effective for larger transfers.
Exchange Rate
| Currency pair | GBP to EGP (Egyptian Pounds) only |
| Where to find the rate | On our website daily at www.cailora.com |
| Rate lock-in | The rate shown is locked in if your Faster Payment reaches us by 13:00 UK time on the same Business Day |
| If payment arrives late | The rate at the time of processing will apply. We will notify you of any change before proceeding |
| When you’ll see the rate | Before you confirm your transfer in the transaction summary screen |
Note: Exchange rates change daily. The rate you see when you start a transfer may differ from the final rate if you do not complete payment by 13:00 UK time.
4. How to Send Money: Step by Step
- Create your account. Go to www.cailora.com and register. You’ll need to verify your identity with a valid government-issued photo ID (passport, national ID card, or EEA driving licence) and provide proof of your UK address.
- Log in to your Portal. Your Portal is a secure payment tool — it is not a bank account and you cannot store funds on it.
- Enter recipient details. You’ll need: the recipient’s full name and address, their bank name and address, account number (including IBAN and SWIFT codes), and the reason for the transfer.
- Review the quote. We will show you the Transfer Amount in EGP, the exchange rate, and our Service Fee. Take your time — you are not committed until you click “Send Money” or “Pay”.
- Make your Faster Payment. Send the exact Transfer Amount plus Service Fee to our NatWest account (account number 34630112, sort code 50-3-20) quoting your transfer reference. Payment must be received by 13:00 UK time to lock in the exchange rate.
- We process your transfer. Once your payment is received and approved, we will execute the transfer. Funds are typically available to your Recipient by 15:00 Egypt time on the next Egypt Business Day.
- Your Recipient collects. Depending on the payout method chosen, your Recipient may need to show valid ID at their bank or collection point.
Payment methods accepted: UK Faster Payments only. The payment must originate from a UK bank account in your name.
5. Cancellation and Refunds
| Can I cancel? | Yes — at any time before the transfer is complete |
| How to cancel | Email support@cailora.com with your transfer reference, amount, and Recipient details |
| Refund timeframe | We aim to refund the Transfer Amount and Service Fee within 3 Business Days of your cancellation request |
| If already completed | We cannot refund a transfer that has already been paid out to your Recipient |
| Refund method | Back to the same UK bank account you paid from, in GBP |
| Exchange rate adjustments | Refunds are not adjusted for exchange rate movements — you receive the original GBP amount back |
| Incorrect recipient details | If you provided incorrect details and the money has been sent, recovery is not guaranteed. Please double-check all recipient details before confirming |
Unauthorised transactions: If you believe a transfer was made from your account without your permission, contact us immediately at support@cailora.com. You have up to 13 months from the date of the transaction to report this to us.
6. How Your Money is Protected
Is my money covered by the FSCS? No. The Financial Services Compensation Scheme does not cover payment institution accounts.
So how is it protected? Cailora is required by the Payment Services Regulations 2017 to safeguard your money. This means:
- Your funds are held separately from Cailora’s own money in a dedicated safeguarding account.
- We maintain a banking instrument from National Westminster Bank, London to ensure your money is protected.
- In the unlikely event that Cailora becomes insolvent or stops trading, your money would be returned to you.
What does this mean in practice? Your money is safe while it is in our hands, even though it is not FSCS-protected. Once it has been paid out to your Recipient, it is no longer in our custody.
7. Your Rights as a Cailora Customer
Right to Clear Information
Before every transfer, we will show you the exchange rate, our fee, and the exact amount your Recipient will receive. You can walk away at no cost before confirming.
Right to Cancel
You can cancel any transfer before it is completed. Contact us as soon as possible at support@cailora.com.
Right to Close Your Account
You can close your Cailora account at any time by giving us one month’s notice. Email support@cailora.com.
Right to Complain
If you are unhappy with our service, email us at complaints@cailora.com. We will:
- Acknowledge your complaint within 5 Business Days.
- Aim to resolve it within 15 Business Days.
- Provide a final response within 35 Business Days in exceptional circumstances.
If you’re not satisfied with our response, you can refer your complaint to the Financial Ombudsman Service (FOS) — a free, independent service:
Website: www.financial-ombudsman.org.uk
For more information on your legal rights, contact Citizens’ Advice or your local Trading Standards office.
8. Important Limits and Restrictions
| Individual monthly limit | £10,000 per calendar month |
| Business monthly limit | £20,000 per calendar month |
| Destination countries | Egypt only |
| Payout currency | Egyptian Pounds (EGP) only |
| Who can use the service | UK-resident individuals (personal use only) and UK-registered businesses |
| Minimum age | 18 years old |
| Prohibited activities | Transfers for illegal purposes, on behalf of third parties, or in connection with gambling, weapons, controlled substances, or fraud. See our Transaction Terms for the full list |
| Restricted countries | We cannot send to countries subject to UK financial sanctions. See the UK sanctions list at gov.uk |
9. Contact Us
| General enquiries & support | support@cailora.com |
| Complaints | complaints@cailora.com |
| Post | 128 City Road, London, EC1V 2NX, United Kingdom (for the attention of Customer Services) |
| Website | www.cailora.com |
For full terms and conditions, visit www.cailora.com.
Cailora Ltd is authorised as a Small Payment Institution by the Financial Conduct Authority (FRN 1023986) under the Payment Services Regulations 2017. Registered in England & Wales No. 14882635.
This document does not form part of the User Terms and Conditions Agreement or Transaction Terms.