CAILORA LTD

User Terms and Conditions Agreement

Version 1.4  |  Effective Date: May 2026

IMPORTANT NOTICE: Your funds are not protected by the Financial Services Compensation Scheme (FSCS). However, your money is safeguarded in accordance with the Payment Services Regulations 2017. For full details, please see section 5 of the Transaction Terms.

What this User Agreement is for. This User Agreement describes how you can register with Cailora Ltd (Cailora) and use our services. It applies to you when you first create an account with Cailora and to all services we provide. You can end this agreement and stop using our services at any time by contacting us and closing your Cailora account subject to notice as per clause 7.2. Our own right for termination and notice period is also referred to under clause 7.2 of this Agreement. Please refer to What happens when this Agreement ends, clauses 7.3 and 7.4.

How you can create a Cailora account. You can register to use our services by creating a profile. You will then have access to your own portal, where you can use our services, review your history and more. You can access our services through our website (www.cailora.com). Please note that the Portal is a payment tool only and is not a bank account or payment account. No funds can be stored on the Portal.

Who can use our services. Our services are available to: (a) individuals who are at least 18 years old and resident in the United Kingdom, for personal use only; and (b) businesses that are resident and registered in the United Kingdom. Individuals may not use our services for commercial, business or professional purposes.

Information you should protect. You can only use our services for yourself — you cannot create an account or use our services for someone else. You also should not share your account information with anyone else to allow them to use our services for you. If you think someone else may have accessed your account, notify us as soon as possible. Please also be aware that we will never ask for your portal password or payment information.

How to contact us. We hope you enjoy using Cailora, but if you want to stop using our services at any time, you can contact us at support@cailora.com (refer clause 7.2). If you have questions or complaints about our services, email us at complaints@cailora.com and we shall be glad to assist you.

1. ABOUT THIS AGREEMENT

1.1 About us.

We are Cailora Ltd also referred to as Cailora, we, us and our in this Agreement, a company registered in England and Wales at 128 City Road, London, EC1V 2NX, United Kingdom with company registration number 14882635. Cailora Ltd is authorised and regulated as a Small Payment Institution by the Financial Conduct Authority (FCA) under reference FRN 1023986 in accordance with Schedule 1, Part 1 of The Payment Services Regulations 2017.

1.2 About you.

When we say you or your in this Agreement, that means you as a user of the Services (whether an individual or a business). Individuals must be at least 18 years old and resident in the United Kingdom. Businesses must be resident and registered in the United Kingdom (UK). Individuals may only use the Services for personal, non-commercial purposes. Businesses may use the Services for commercial purposes subject to the terms of this Agreement.

1.3 About this User Agreement.

This User Terms and Conditions Agreement (also called the Agreement) describes the terms and conditions for how we provide and how you can use the services we offer (our Services). Please read this Agreement and make sure you are happy with its terms before you use the Services. Once you accept the electronic version of this Agreement, this Agreement becomes legally binding on you. Do not use our Services if you cannot agree to something in this Agreement. If you don’t understand something or want more information, please take a look at the information on our website or contact us at support@cailora.com. Please note, in this Agreement, our use of the term ‘Services’ includes, without limitation, money transfer services, money remittance services, international money remittance services external to the United Kingdom only and Payment Services in accordance with The Payment Services Regulations 2017.

1.4 Defined terms.

Capitalised terms in this Agreement have a specific meaning. Their definition is explained in this Agreement and the defined term will show in bold.

1.5 What rules we follow.

We follow the rules and requirements of and are regulated by the Financial Conduct Authority (reference number FRN 1023986) to provide payment services as per Schedule 1, Part 1 of the Payment Services Regulations 2017. We are also registered with the UK Information Commissioner (registration ZB884580).

1.6 Other agreements you should read.

If you want to Send money, use our money transfer service to send money internationally to friends and family, our Transaction Terms apply to your use of that service each time you send money through Cailora. You should also read our Privacy Policy and Cookie Policy for information about how we collect, use and share your personal data.

1.7 Where to find other important information.

If you want to use our money transfer service, please read our Service Sheet for information about that service. The sheet is not part of this Agreement or the Transaction Terms. It only provides helpful information you should read before accepting this Agreement or the Transaction Terms to make sure you are happy with how we provide money transfers, your rights when sending money and your rights as a Cailora customer (such as how to cancel or stop using our Services).

1.8 FSCS Notice.

Your funds are not protected by the Financial Services Compensation Scheme (FSCS). However, your money is safeguarded in accordance with the Payment Services Regulations 2017. Please see section 5 of the Transaction Terms for further details on how we protect your money.

2. HOW WE COMMUNICATE WITH YOU

2.1 How to contact us.

You can contact us with questions or request a refund by emailing us at support@cailora.com, or by mail to our registered address at 128 City Road, London, EC1V 2NX, United Kingdom for the attention of Customer Services.

2.2 Contacting us about serious issues.

Contact us immediately if you think you are a victim of fraud or a security breach (for example, if the Services were used from your account without your permission or the email address on your Profile has been compromised). Once we are notified, we will suspend the use of your Profile and Portal until security issues are resolved. If you think someone is using our Services inappropriately, or if you receive any fake/phishing emails that say they are from Cailora, please forward them to support@cailora.com. Please be aware that we will never ask for your Portal password or payment information. We will contact you using appropriate means if we suspect fraud or security threat to your Profile or Portal.

2.3 Equipment you need to contact us.

In order to contact us online or by email, you will need certain equipment. This can be a mobile device, smartphone, tablet or computer that is compatible with our Services and systems and gives you access to the internet (altogether, Equipment).

2.4 How we will communicate with you.

We will communicate with you by email, on your Profile, or through our website. We will not communicate with you by post or other non-electronic ways unless we are required to by law. You can withdraw your consent to receive communications electronically by notifying us, but if you do, you will not be able to use our Services.

2.5 Information we will share with you.

We will provide you with information about:

• This Agreement and your use of the Services,
• Disclosures about the Services or Cailora,
• Customer service communications (including anything related to fraud, security threats or errors/unauthorised use of the Service), and
• Any other information we are required to provide you by law.

2.6 Communications will be in English.

We will provide our Services, communicate with you and agree to this Agreement with you in English. If your Equipment is set to another language when you use the Services or read and agree to this Agreement, only the English language version of this Agreement and the Services will apply.

2.7 When communications are considered delivered.

Notices are considered delivered within 24 hours of when it’s available on our website or emailed to you. If we send a notice by post, it is considered delivered 3 Business Days after we send it. A Business Day is any day (except for Saturday, Sunday and holidays) when banks in the United Kingdom are open to the public for business.

3. HOW TO BEGIN USING OUR SERVICES

3.1 First, create a Profile.

To use our Services, you must create a profile at www.cailora.com where we will store certain information about you (a Profile). We will use the information on your Profile to determine if you are eligible to use our Services by assessing potential fraud and other risks if you use our Services. To create a Profile, you must:

• Agree to this Agreement,
• Be at least 18 years old if an individual and live in the UK,
• Be a business resident in the UK and registered at Companies House (for business users),
• Provide us with complete, accurate and truthful information about you, the business and how our Services will be used (including documents we may reasonably need),
• Create a password, personal identification number or other security credential (Security Credentials) and complete all registration tasks,
• Complete eligibility requirements or other actions that we or your Service Providers may need to allow you to access and use the Services.

3.2 Next, access the Portal.

After you create your Profile, you can access a personalised portal on our website (the Portal). The Portal is a payment tool only and is not a bank account or payment account. You will not be able to store any form of money or funds (including e-money) on the Portal. The Portal allows you to submit money transfer instructions and view your transaction history.

3.3 Then, provide your Payment Instrument details.

A payment instrument is a UK bank account used to make payments. You must allow us access to the payment instrument that you want to use with our Services (your Payment Instrument). We will also use your Payment Instrument to charge you if you owe us fees for using the Services.

3.4 Payment Instrument requirements.

In addition to other requirements described under section 6 below, you must be the authorised and lawful user of each Payment Instrument on your Profile. You authorise us to verify your Payment Instrument is in good standing, if required, by submitting a test payment request for a low value amount and we will refund you any test payment amounts.

4. GENERAL REQUIREMENTS FOR OUR SERVICES

4.1 Use our Services only for yourself.

You are allowed to create only one Profile for your own use, and we may limit the number of email addresses and Payment Instruments that are associated with your Profile. You must not create a Profile or use our Services for another person.

4.2 Personal use for individuals; business use for businesses.

Individuals may only use the Services for personal, private and non-commercial purposes. Business users may use the Services for commercial purposes subject to this Agreement. If an individual uses our Services for commercial, business or resale purposes, we may stop that individual from using our Services without further liability.

4.3 Information you share.

All information you provide us must be accurate, complete and up to date. This also means you must notify us and update your Profile if your information changes in the future. If you move outside of the UK, our Services will no longer be available to you.

4.4 Your Service Providers.

To use our Services, you may need to enter into agreements with third party service providers (Service Providers), such as your Payment Instrument issuer, internet service provider, mobile device manufacturer and network operator who provide you your Equipment. You agree to comply with any agreements you enter into with Service Providers that are related to your use of our Services.

4.5 Restricted persons and territories.

By law, we cannot provide our Services in certain countries and to certain individuals and entities. You must not use our Services if you want to send money to a region where we are legally prohibited from providing the Services. For more information about this, please see the UK financial sanctions list on the UK government website.

5. USING OUR SERVICES SAFELY

5.1 Authenticating your Profile and Portal.

You may need to follow instructions to authenticate and successfully log in to your Profile or Portal. To verify your identity with Cailora, you’ll need to provide a valid, unexpired government-issued photo ID. This can be a passport, national ID card or driving licence (if you were born in the EEA). The document must be clear, readable, and the information must match the details you provided to us. You must also provide proof of your UK address. We may require a selfie or other biometric data for additional verification purposes. For business users, additional documents related to the business will be required including but not limited to certificate of incorporation and list of directors.

5.2 Your security responsibilities.

We use different security measures to make sure that your information is safe and protected. However, you also have the following security responsibilities:

• Make sure your Profile and Portal are not misused,
• Keep your Equipment and Security Credentials safe,
• Follow any security instructions we tell you about,
• Make sure the information you share to use the Services doesn’t contain viruses, malware or other harmful information, and
• Don’t use our Services on Equipment that has been changed against the manufacturer’s guidelines.

5.3 Suspending the Services.

We may need to suspend access to the Services to:

• Deal with technical problems or make minor technical changes,
• Update the Services to reflect changes in laws or regulatory requirements,
• Make other changes to the Services which we have notified you about, or
• Carry out maintenance which we will try to notify you about in advance.

We are not responsible for any financial losses you may suffer if our Services are unavailable because of these reasons.

5.4 Restricted activities.

When using our Services, there will be certain activities that are not allowed because they might compromise the security and safe use of our Services for other Cailora users. You can find a list of restricted activities within the Transaction Terms.

6. PAYING FOR OUR SERVICES

6.1 Our Service Fee.

Depending on which Services you use, we may charge a service fee (Service Fee) for a particular Service. We will let you know if a Service Fee applies and how much it is before you use the Service, so you can decide whether to continue.

6.2 How you can pay us.

You will pay us using your Payment Instrument for the Service Fee, additional amounts relevant to the Service you are using and which we notify you about in advance and any other fees owed to us which we have notified you about in advance. Our only accepted Payment Instrument is a bank transfer using the UK “Faster Payments” scheme (Bank Funded Payments).

6.3 Bank Funded Payments.

You must follow the instructions we provide you to make that payment. Your Bank Funded Payment must have the same name as your Profile name and originate from a UK bank or building society account. You must also:

• Transfer money to us electronically using the UK Faster Payments scheme (more information found at http://www.fasterpayments.org.uk/). Please check with your bank or building society to confirm they make Faster Payment payments before you initiate a payment to us,
• Complete the Bank Funded Payment in time so that we receive payment within the timeframe we notify to you, and
• Enter the same payment details we provide you to make a Bank Funded Payment (i.e. our bank account sort code, account number, the exact payment amount and reference number). If you provide us with incorrect payment details, your money may not be recoverable and we are not liable for any of your losses. Please be careful when entering payment details.

6.4 Taxes.

You agree to comply with applicable tax laws when using the Services, including any reporting obligations and paying taxes that become due when you use our Services.

6.5 Consequences for incorrect payments.

If you do not follow the above requirements when making a payment to us, we may immediately stop or suspend you from using our Services without notifying you in advance. We may also refund your Bank Funded Payment however, this may not always be possible.

6.6 Other fees you may owe us.

If we are charged any fees because of an issue relating to your Payment Instrument, you agree to pay us the amount we are charged immediately after we notify you about the fee.

6.7 No extra fees for the Portal.

We will not charge you additional fees for accessing the Portal.

6.8 You’re responsible for Service Provider fees.

Your Service Providers may charge you additional fees when you use our Services. You are solely responsible for all fees charged by your Service Providers in connection with your use of our Services.

7. DURATION AND ENDING THIS AGREEMENT

7.1 Duration of this Agreement.

This Agreement starts when you accept the electronic version of this Agreement or begin using the Services (such as when you register for the Services on our website). In either case, that is the Start Date. This Agreement will continue until it is terminated by you or us. There is no minimum period for how long this Agreement will continue.

7.2 How to end this Agreement for any reason.

You can terminate this Agreement at any time and for any reason by giving us one month’s notice and contacting us at support@cailora.com and closing your Profile. We can also terminate this Agreement at any time and for any reason by giving you at least 2 months’ prior written notice.

7.3 What happens when this Agreement ends.

When this Agreement ends:

• You must immediately stop using the Services,
• All payment instructions received before the notice deadline and already in transit shall be completed,
• You are still responsible for paying us all fees owed to us before the Agreement ended,
• All licences provided to you under this Agreement will immediately end,
• We can delete all your information and account data that we stored for your use of our Services (except if we are required by law to retain it for a certain amount of time), and
• We are not liable to you or any third party for any issues arising from your inability to access the Services or for deleting your information or account data.

7.4 Terms that will still apply.

Any sections of this Agreement that are necessary to enforce the purpose of this Agreement after it has ended, will continue to remain in effect after this Agreement ends.

8. CHANGES TO OUR SERVICES OR THIS AGREEMENT

8.1 Changes to our Services.

We might offer new services or updates to existing Services, such as maintenance, resolving security threats, new help content, bug fixes, upgrades or other general changes to the Services. This Agreement applies to all additional services described in this section, but we may also inform you of additional terms and conditions that will apply when we make those services available.

8.2 General Changes to this Agreement.

We may make one of the below (General Changes) to this Agreement in the future, as follows:

• Make a change that will either benefit you or will not negatively affect your rights and obligations under this Agreement,
• Correct errors, omissions, inaccuracies or ambiguities,
• Reflect changes to the structure of our business or Cailora Ltd,
• Explain service differences because of new IT or other processes in our business,
• Reflect changes in users’ demands or requirements,
• Reflect changes to law or regulation,
• Make sure we follow standard practices in our industry that improve consumer protection,
• Reflect changes to our agreements with our third-party service providers, or
• Reflect legitimate internal cost increases or reductions that we pay when providing a particular Service.

8.3 Material Changes to this Agreement.

We also may make a (Material Change) to this Agreement, which is a change that:

• May negatively affect your rights and obligations under this Agreement,
• Is required so that we can comply with our legal and/or regulatory requirements, or
• Relates to a new product or service or changes to an existing Service.

8.4 How we will notify you about changes.

We will notify you if we make a General Change to this Agreement by posting a new version of this Agreement on our website with the date it was updated. We will notify you at least 2 months before we make a Material Change to this Agreement, however this timeframe may be shorter depending on the circumstances. You are considered to have accepted the new version of this Agreement if you continue to use our Services after the new version is posted on our website, or after the Material Change notice period ends.

8.5 If you disagree with any changes.

If you do not agree with any change to this Agreement, you can stop using our Services and end this Agreement by closing your Profile (refer clause 7) and contacting us at support@cailora.com.

9. INTELLECTUAL PROPERTY

9.1 Our intellectual property.

The Services, including the content of our websites, text, graphics, logos and images, and any other Cailora copyrights, trademarks, logos and product and service names, are owned exclusively by us. We authorise you solely to view and keep a copy of the pages of our website for your personal and non-commercial use.

9.2 Your licence grant.

If you use our software when using the Services, then we and our licensors grant you a licence to the software only to use it and the Services consistent with the terms of this Agreement. This licence is personal to you only, limited, non-exclusive, revocable, non-transferable and non-sublicensable. This Agreement does not give you any other rights or licences in or to our intellectual property at any time, whether those intellectual property rights exist now or are created in the future.

9.3 Restrictions when using our intellectual property.

When using our Services, you agree not to:

• Remove or change any author, trademark or other proprietary notice displayed on our website (or its printed pages),
• Display, use, copy, or modify our intellectual property in a way that is not expressly allowed by this Agreement, or
• Infringe our or a third party’s intellectual property or privacy rights.

9.4 Sharing your Feedback.

If you provide us with suggestions, feedback or reviews (Feedback) about the Services, you agree to legally transfer all rights, title and interest in and to Feedback to us. We can use Feedback without any restrictions, such as for marketing or business purposes.

10. OUR DISCLAIMERS

10.1 General disclaimer of the Services.

We try to make sure the Services are functioning correctly, but we cannot guarantee that they will always be uninterrupted, secure, timely or error-free. We are also not responsible for any viruses or harmful technologies that may affect our website or Services.

10.2 Free digital content.

If we provide you digital content free of any costs, it is provided “as is” without any warranties. We are not responsible for any loss or damage you may suffer from using this free digital content.

10.3 Commercial transactions.

We are not responsible for the quality or delivery of any goods or services you purchase as a result of using our Services. We are also not responsible for mediating disputes or enforcing any underlying arrangements you have with another person associated with your use of the Services.

10.4 Your use of Service Providers.

We do not guarantee and are not responsible for the accuracy, completeness or usefulness of any Service Providers you use with our Services. It is your choice to use any Service Provider, and we cannot guarantee that our Services will be compatible with your Equipment. We strongly encourage you to research your Service Providers before using them with our Services.

10.5 Data security measures.

We take measures to protect your personal data, but we cannot guarantee that unauthorised third parties will not be able to defeat those measures and access your personal data. Any personal data you provide us is at your own risk. Please refer also to our Privacy Policy.

10.6 Third party websites and content.

Any external links to other websites or a third party’s content available on our website is provided as a convenience and available at your own risk. We do not endorse, control or have any responsibility for the accuracy, completeness, legality or any other aspect of a third party’s website or content.

11. RESPONSIBILITIES FOR LOSSES

11.1 What you are responsible for.

You are responsible for immediately paying Cailora Ltd for any costs incurred that relate to:

• Your violation of this Agreement,
• Disputes or litigation caused by your actions or failure to act, and
• Your negligence or violation of applicable laws or a third party’s rights.

You also agree to reimburse us for any costs we incur to trace you and take steps to deal with your violation of this Agreement or to collect payments you owe us.

11.2 Our general liability to you.

If we violate this Agreement or fail to use reasonable skill and care when performing our obligations under it, we are responsible for paying you any foreseeable loss or damage you suffer.

11.3 When we have full responsibility.

We have unlimited liability to you under this Agreement if you suffer loss because of death or personal injury which is caused by our acts, omissions or negligence, and our fraud or fraudulent misrepresentation.

11.4 Force majeure and what we are not responsible for.

We are not responsible for losses you suffer (including providing you a refund and payment delays but not including wider losses such as loss of opportunity) that are not our fault, or happen because:

• We are delayed or unable to perform our obligations under this Agreement due to abnormal, unavoidable and unforeseeable circumstances beyond our control including complying with current laws or regulations or future changes to them (these include but are not limited to power outages, natural disasters or major system failures), or
• You send money to someone other than Cailora Ltd when paying for our Services.

11.5 Other rights available to you.

You may have additional rights and protections under your agreement with your Payment Instrument provider, or by law. We recommend that you review your agreement with your Payment Instrument provider for information on additional protections.

11.6 No liability for business losses.

In respect of individuals, we only supply our Services and digital content to you for personal and private use. If you use our Services for commercial, business or resale purposes, we or our third-party suppliers have no liability to you for lost profit, lost business, business interruption or lost business opportunity.

12. HOW DISPUTES WILL BE HANDLED

12.1 If you have a dispute with Cailora.

We hope you enjoy using our Services, but if a dispute arises between you and us and you are dissatisfied with our service, please contact us so we can understand and resolve your concerns. Reach out by email at complaints@cailora.com or by post to our registered address at 128 City Road, London, EC1V 2NX, United Kingdom. We will acknowledge your complaint within 5 Business Days of receipt and aim to resolve it within 15 Business Days. In exceptional circumstances where we are unable to resolve your complaint within 15 Business Days, we will write to you explaining the reasons for the delay and indicating when we expect to be able to provide a final response, which will be no later than 35 Business Days from the date we received your complaint.

12.2 Alternative dispute resolution.

If you are not happy with how we handle your complaint, you can submit a complaint to the UK Financial Ombudsman Service (FOS), which is a free and independent service that may be able to settle a complaint between you and us. More information and the FOS’ contact details are found at www.financial-ombudsman.org.uk.

12.3 Other places where you can find help.

For more information about your legal rights, contact your local Trading Standards Department or Citizens’ Advice Bureau.

12.4 Governing law and where to bring legal proceedings.

This Agreement and any dispute or claim connected to it will be governed by English law. The courts in England and Wales, Northern Ireland or Scotland have exclusive jurisdiction to settle any claims.

13. OTHER IMPORTANT TERMS

13.1 No waiver.

If a party delays or does not enforce one of its rights under this Agreement, that is not a waiver of that right and it can still be enforced in the future. For example, if you do not pay us an amount when it is due, but we continue to provide you the Services, we can still require you to pay us in the future.

13.2 No agency.

This Agreement does not create a partnership or agency between you and us. You must not enter into any agreements or settlements with a third party that affects our rights or legally binds us in any way, without our prior written consent.

13.3 Severability.

If a court or relevant authority decides that any section of this Agreement is unlawful, the remaining sections will remain in full force and effect.

13.4 Assignment and business transfers.

We can transfer our rights and obligations under this Agreement to another organisation, but we will contact you in advance to let you know. If you do not agree with the proposed transfer, you can end your use of the Services and close your Profile by contacting us. In the event that Cailora Ltd is acquired by, merges with, or transfers its business to another entity, your personal data may be transferred to that entity as part of the transaction, in accordance with our Privacy Policy. We will notify you of any such transfer and you will have the right to close your Profile if you do not wish to continue using the Services under the new entity. You can only transfer your rights and obligations under this Agreement to another person if we expressly agree to this in writing. However, we may not be able to agree to this if it is likely to cause us to violate our legal or regulatory obligations.

13.5 Third party rights.

This Agreement is between you and us. No other person or entity has any right to enforce any of its terms.

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TRANSACTION TERMS

These Transaction Terms form part of your agreement with Cailora Ltd

What these Transaction Terms are for. These Transaction Terms describe how you can use Cailora to send money outside of the United Kingdom. They apply each time you want to make a money transfer and will end once your money transfer has been completed. These Transaction Terms are agreed in addition to the User Agreement, which you agreed to when you first created your Cailora account.

Sending money safely. We strongly recommend that you only send money to people you know, and not to strangers. It’s also important that you don’t use our money transfer service on behalf of someone else or allow someone else to send money for you through Cailora.

Restrictions when sending money. We are required by law to make sure our customers don’t use our money transfer service for illegal, harmful and other inappropriate reasons. A list of such restricted activities is in these Transaction Terms. Please read the list carefully to make sure you don’t engage in these activities when using money transfers. If you do, we may take certain actions such as not processing your money transfer or stopping you from using this service.

How to contact us. If you want to stop using our services at any time, you can contact us at support@cailora.com to close your account. If you have questions or complaints about us or our services, email us at complaints@cailora.com. For further details please also refer to section 7 under the Agreement.

1. About these Transaction Terms

1.1 About us.

We are Cailora Ltd also referred to as Cailora, we, us and our in this Agreement, a company registered in England and Wales at 128 City Road, London, EC1V 2NX, United Kingdom with company registration number 14882635. Cailora Ltd is authorised as a Small Payment Institution by the FCA under reference FRN 1023986 in accordance with Schedule 1, Part 1 of The Payment Services Regulations 2017.

1.2 About you.

When we say you or your in these Terms, that means you as a user of our money transfer service (whether an individual or a business). Individuals must be at least 18 years old and resident in the United Kingdom. Businesses must be resident and registered in the United Kingdom. Individuals may only use the Services for personal, non-commercial purposes.

1.3 About these Transaction Terms.

These Transaction Terms (also called the Terms) describe the terms and conditions for how we provide and how you can use our digital remittance service to send money from the UK to individuals/businesses located in certain other countries and regions where we operate (Money Transfers). Please read these Terms and make sure you are happy to agree to them before you use Money Transfers. Once you accept the electronic version of these Terms, these Terms become legally binding on you. Do not use Money Transfers if you cannot agree to something in these Terms.

1.4 Defined terms.

Capitalised words in these Terms have a specific meaning. Their definition is explained in these Terms and the defined term will show in bold.

1.5 How long these Terms last.

These Terms start when you accept the electronic version of these Terms and begin using Money Transfers (such as when you click “Send Money” or “Pay” when submitting a Transaction). These Terms will end when your Transaction is completed.

1.6 Updates to these Terms.

If you use Money Transfers again in the future, another version of these Terms may apply to you. Please refer to section 8.4 of the Agreement for how we notify you of changes but please take the time to read the version of the Terms available at that time to make sure you know about any changes.

1.7 Where to find other important information.

If you want to use our money transfer service, please read our Service Sheet for information about that service. The sheet is not part of this Agreement or the Transaction Terms. It only provides helpful information you should read before accepting this Agreement or the Transaction Terms.

1.8 How to contact us.

You can contact us with questions or request a refund by emailing support@cailora.com, or by mail to our registered address at 128 City Road, London, EC1V 2NX, United Kingdom for the attention of Customer Services.

2. Using Cailora and creating an account

2.1 Other agreements that apply to you.

You previously agreed to our User Agreement when you first created your Cailora Profile. The terms and conditions in that User Agreement also apply to your use of Money Transfers in addition to the terms contained in these Terms.

2.2 Your Cailora account.

You will have created a Cailora Profile where we will store certain information about you to allow you to use Money Transfers. Please be aware that the Portal is a payment tool only and is not a bank account or payment account. You will not be able to store any form of money or funds (including e-money) on the Portal.

2.3 Your Payment Instrument.

A Payment Instrument is your UK bank account used to make payments in order to use Money Transfers, details of which you have provided on your Profile.

2.4 Your Money Transfers history.

You can view details of current and completed Transactions and other information about your historical use of Money Transfers by logging into your Profile.

3. How to use Money Transfers

3.1 Where you can use Money Transfers.

All countries and regions to which you can make Money Transfers are listed on our website. We recommend that you make Money Transfers to your friends and family only and think carefully before sending money to strangers. It is also very important that you do not make a Money Transfer on behalf of someone else.

3.2 The Money Transfer process.

When you make a Money Transfer, you are the Sender and are sending money to a Recipient. You will pay us the amount you want to send to the Recipient (the Transfer Amount) plus any Service Fee we charge you. Your request to us to disburse the Transfer Amount to the Recipient is the Transaction. The amount that is paid out to the Recipient is the Payout, which is equivalent to the Transfer Amount in the currency you selected for the Recipient.

3.3 Trusted Recipients.

We will store information you provide us about a Recipient to allow you to easily make Transactions to that Recipient in the future and join your list of trusted Recipients. You must not make a Money Transfer to a Recipient who does something (or fails to do something) that would violate a material part of these Terms.

3.4 How to start a Transaction.

In order to initiate a Transaction, at the Transaction summary stage you must click “Send Money” or “Pay”.

3.5 Accepting your Transaction.

Because Transactions are a request from you to us to process a Money Transfer, we can accept or reject a Transaction for any reason. However, we generally only reject a Transaction for a good reason, such as if you violate your obligations under these Terms. A Transaction is considered valid if you provide us with all current, accurate and complete information we request about yourself, your use of Money Transfers and have paid us correct amounts and fees for the Money Transfer. If you provide incorrect recipient information as detailed under clause 3.6, we are not responsible for any losses caused by the incorrect information.

3.6 What recipient details are required to execute a Money Transfer.

The details are as follows:

• Full name of recipient,
• Physical address,
• Bank name, branch name and physical address,
• Beneficiary/recipient account number (including IBAN and Swift codes),
• Reason for transfer and reference,
• Payout method (if different from bank account, i.e. cash collection from bank branch/post office etc).

3.7 Processing the Transaction.

We will process valid Transactions on a Business Day as soon as possible. A Business Day is any day (except for Saturday, Sunday and holidays) when banks in the United Kingdom are open to the public for business. We will try to inform you of when the Transaction should be completed (which may be within hours of us receiving a Transaction and is usually no later than the end of the following Business Day).

3.8 What your Recipient may need to do.

Recipients may need to prove their identities to the Financial Institution before they can receive a Payout. They can do this by showing valid identification and the reference number or other identifier for the Transaction, however this will depend on what the Recipient’s Financial Institution needs.

3.9 When a Transaction is considered complete.

Your Recipient may need to complete identity checks with their local bank or other third party outlet (a Financial Institution), before they can claim their Payout. Once a Financial Institution receives the Payout, they are usually required to make it available to the Recipient immediately once they are open for business. Depending on how you want your Recipient to receive the Payout, a Transaction is considered complete once the following happens:

• Bank deposit — your Recipient’s bank account is credited with the Payout.
• Mobile money — your Recipient’s mobile wallet is credited with the Payout.
• Cash pickup — your Recipient collects the cash Payout.
• Cash delivery — the cash Payout is delivered to your Recipient.

3.10 How to cancel a Transaction.

You can cancel a Transaction at any time before it is completed by contacting us at support@cailora.com and providing us with information to help us identify the Transaction you want to cancel (such as the reference number, Transfer Amount and location of the Recipient). If the Transaction has not been completed, we will try to refund you the Transfer Amount and Service Fee for the Transaction within 3 Business Days of your request to cancel. However, a refund may take longer depending on the processing times of banks and other parties involved in the refund process. Please be aware that we may need to first confirm with the Financial Institution that the Transaction was not completed before we can provide you a refund, and you will not receive a refund if a Transaction has already been completed.

3.11 How you will receive a refund.

All refunds will be credited to the same Payment Instrument used to pay for the Transaction and in the same currency you paid us. Refunds will not be adjusted if there was a change in the value of the currency from the time you submitted the Transaction. If your Payment Instrument is no longer valid and we are unable to find a mutually acceptable solution to refund you, we will not be required to refund you.

4. Restricted Activities

4.1 Restricted Activities.

When using Money Transfers, there are certain activities that are not allowed because they might compromise the security and safe use of Money Transfers for other Cailora users. These are called Restricted Activities which you must not engage in, and are listed below:

• Using Money Transfers for illegal purposes, such as fraud, funding terrorism or money laundering.
• Using Money Transfers in connection with sexually oriented materials or services, gambling activities, or buying or selling tobacco, tobacco-related products, firearms, prescription drugs or other controlled substances.
• Abusing, exploiting or bypassing service usage restrictions we put in place.
• Making Money Transfers on behalf of someone else.
• Violating a material part of these Terms or other agreement between us.
• Creating an unacceptable risk of liability, credit or fraud to us or other Cailora users.
• Providing false, incomplete or misleading information that is important to your use of Money Transfers.
• Failing to cooperate in an investigation related to your use of Money Transfers (including if we think you may have engaged in a Restricted Activity).
• Having a Profile that is linked to another Profile that has engaged in a Restricted Activity.
• Accessing Money Transfers from outside of the UK or using an anonymising proxy or other tool which makes your use of the internet untraceable.
• Using a robot, spider, scraper, automatic device or manual process to monitor or copy our website.

4.2 Consequences for Restricted Activities.

If we suspect you have or are about to engage in a Restricted Activity or used Money Transfers in an unauthorised or fraudulent way, or if we believe that the security of your use of Money Transfers may be compromised, we can take any of the following actions:

• Close or suspend your Profile, Portal or your use of Money Transfers and stop you from using Money Transfers or our other services in the future.
• Delay, reverse, modify, cancel, decline or refuse to process a Transaction (and allow other payment service providers to do the same).
• Report relevant information (including your personal data) about you and your use of Money Transfers to a regulator or governmental or law enforcement agency.
• Claim monetary damages from you, if appropriate.

4.3 Notifying you in advance.

We will usually tell you in advance if we need to take any actions described above. However, we may need to act without notifying you first if there is a security concern or if it would be considered “tipping-off” under law. We will lift restrictions on your use of Money Transfers or allow you to re-register for them as soon as possible after the reasons for placing the restrictions no longer apply.

4.4 Your right to complain.

If we do take any actions listed above, you always have the right to complain about our decisions. You can do this informally by contacting us at complaints@cailora.com or by making a claim against us as described in your User Agreement.

5. Other rules and risks

5.1 Currency conversion and exchange rates.

We provide Money Transfers only in Egyptian Pounds (EGP). Our website will describe what exchange rate will apply, which you can check and agree to before you submit a Transaction. The exchange rate quoted to you will be locked in provided that we receive your full payment (Transfer Amount plus Service Fee) by 13:00 UK time on the same Business Day as your submission. If payment is received after this time, the rate applicable at the time of processing will apply and we will notify you of any change before proceeding. You will also be notified about the applicable rate in the Transaction confirmation notice.

5.2 Information about Financial Institutions.

We try to provide current information on our website about the location, availability and hours of Financial Institutions we deal with. However, this information might be inaccurate, incomplete or out of date if a Financial Institution changed it without us knowing. We are not responsible for inaccurate or incomplete information posted on our website.

5.3 Our rights to limit Money Transfers.

We may refuse to process a Transaction if we believe it is necessary to protect you or us, or if we are required to do so by law or regulatory requirements. We may also create new practices and limitations for Money Transfers, such as limiting the total amount of a Transfer Amount, either for all Cailora users or for a specific Profile. We will decide whether to implement any limits by assessing factors such as:

• Our risk assessment of your Profile,
• An indication that your Profile or Portal have been compromised,
• Your or a Recipient’s location,
• The information you provide us and our ability to verify it, and
• Legal requirements we have to follow.

5.4 How we protect your money.

To help send your money safely and quickly around the world, specifically to Egypt, we work with trusted partners and are regulated by the Financial Conduct Authority (FCA) for UK customers. Your funds are not protected by the Financial Services Compensation Scheme (FSCS). However, we are required to protect your money at all times in accordance with the Payment Services Regulations 2017. We protect your money by following payment account safeguarding rules — so even in the unlikely event of Cailora becoming insolvent, or if we stop trading, you will get your money back. We maintain a banking instrument given by National Westminster Bank, London to ensure your money is both separate and refunded to you in the unlikely event that we become insolvent.

6. How we’ll handle issues

6.1 If you give us incorrect information.

If you do not provide us with correct, accurate and complete information as described above:

• We may not be able to allow you to change details about a Transaction after it is submitted but you can cancel a Transaction any time before it is completed,
• The Transfer Amount may go to someone else and it may not be possible to get it back from them,
• We will try to refund you the Transfer Amount but this is not guaranteed and we may need to charge you an additional fee for recovery, and
• We are not liable to you for any losses you might suffer from that Transaction.

6.2 Tell us if there’s a problem with a Transaction.

If you think a Transaction is unauthorised or was executed incorrectly, you must tell us within 13 months of the date we notified you that the Payout was available for the Recipient. If you do not notify us within this timeframe, we may not be able to assist you or issue a refund. When you contact us about this issue at support@cailora.com, please provide us with:

• Your name and email address,
• A description of the problem with the Transaction and why you think it is a problem,
• The name of your Recipient and, if you know, their telephone number or address,
• The Transaction amount, and
• The reference number for the Transaction which is on the receipt we provided you when we processed the Transaction.

6.3 Correcting errors with Transactions.

We will review this information within 90 days of receiving it and decide whether an error occurred. If we decide an error happened, we will quickly fix it and inform you of the results within 3 Business Days. If your concern is about an unauthorised Transaction, then we will investigate it and, if necessary, issue you a refund as soon as we can. If we decide there was no error, we will send you a written explanation. You can ask us for copies of the documents we used in our investigation.

6.4 Refunds for unauthorised Transactions.

If an unauthorised Transaction is made because of our mistake, we will refund you the Transfer Amount and Service Fee. However, this refund is not available if you:

• Should have been aware of the loss, theft or unauthorised use of your Profile or Portal in which case you must pay the first GBP 25 of the unauthorised Transaction. However, you will not need to pay this if the unauthorised Transaction was caused by our (or a third party acting on our behalf) actions or failure to act, or processed after you notified us that your Profile may have been compromised,
• Act fraudulently, or
• Act with intent or gross negligence by failing to notify us without unnecessary delay about a security issue with your Profile or Portal. In that situation, you are responsible for losses you incur until the date you notified us.

6.5 What we are not responsible for.

We are not responsible for losses you suffer (including providing you a refund) that are not our fault, or happen because:

• Of an issue with our disbursement partner that provides the Payout to your Recipient, or
• We cannot process a Transaction because you provided us with incorrect information.

6.6 Why a Transaction might be delayed.

A Transaction might not be completed if:

• We need to verify your identity, find out more about your use of our Services, carry out fraud checks, or it is necessary to comply with laws and manage our financial risk. We will not continue with a Transaction until we are comfortable that these matters have been completed, or
• A Financial Institution needs to complete their own customer identity checks on the Recipient.

6.7 What happens to uncollected Payouts.

We will cancel cash collection Payouts if they are not validly collected by the Recipient within 20 days of when they became available. If it is possible, we will refund the Transfer Amount to the Payment Instrument you used for the Transaction, however our payment processing partners may require additional conditions to do so.

6.8 Tracing a Transaction.

If a Recipient receives a Payout later than expected, contact us and we can request information from the Recipient’s Financial Institution to correct the Transaction.

7. Paying for Money Transfers

7.1 Our Service Fee.

We will charge you an additional fee (our Service Fee) for the Transaction unless we notify you that it will not apply. We will tell you how much the Service Fee is before you consent to us executing the Transaction, so you can decide if you want to continue with the Transaction or not. If you agree, you will need to pay the Service Fee plus the Transfer Amount once you submit the Transaction. Our Service Fee will be in the range of 0–1.50% of the Transfer Amount or GBP 5 whichever is the higher, subject to a maximum transfer amount per calendar month of GBP 10,000 for individuals and GBP 20,000 for businesses.

7.2 GBP/EGP Exchange rate.

The exchange rate between Sterling pounds (GBP) and Egyptian pounds (EGP) will be advertised on our website daily and will only be the rate to purchase EGP for Money Transfers to Egypt against delivery of GBP to us by way of a Faster Payment to our account held at National Westminster Bank. The quoted exchange rate will be locked in provided full payment is received by 13:00 UK time on the same Business Day as submission. If payment is received after this deadline, the rate at the time of processing will apply and we will notify you accordingly.

7.3 How you can pay us.

You will credit our Cailora Ltd account, as specified at the end of your transfer request, quoting your Money Transfer reference supplied by Cailora. The amount due will be the Transfer Amount plus the Service Fee when you submit a Transaction to us.

7.4 Transaction execution.

We will execute your transaction by 15:00 hours local time in Egypt on the Egypt Business Day immediately following a UK Business Day, on the condition that you have lodged and we have approved your money transfer instruction before 13:00 hours UK time on the preceding UK Business Day.

7.5 Consequences for late payments or incorrect payments.

If there are not enough funds to pay the full amount of the Transfer Amount plus the Service Fee, we may do any of the following without notifying you in advance:

• Cancel or delay your Transaction,
• Effect a refund to your Payment Instrument (however this may not be possible), and
• Immediately stop or suspend you from using Money Transfers.

8. Other important terms

8.1 Terms that will still apply.

Any sections of these Terms that are necessary to enforce the purpose of these Terms after they have ended, will continue to remain in effect after these Terms end.

8.2 Governing law and where to bring legal proceedings.

These Terms and any dispute or claim connected to it will be governed by English law. The courts in England and Wales, Northern Ireland or Scotland have exclusive jurisdiction to settle any claims.

© Cailora Ltd 2025. All rights reserved. Registered in England & Wales No. 14882635. FCA FRN 1023986.