• -> If the transaction is blocked by any party involved, because of suspicion.
• -> If the exchange is prevented from doing so by the court order / Government actions or the originating institution / Correspondent Institution / Paying Institution.
• -> If the customer or beneficiary is under the sanctions of Central Bank of the UAE list and the UN list.
• -> The sender and beneficiary will be fully responsible for providing necessary evidence and clarification about any query, including the source of fund, to prove legitimacy and legality of the information and fund involved as well as any follow-ups required with the concerned authorities to affect the payment or claim a refund.

Refund against Cancellation of Drafts, Transfers or any other Remittance transaction returned unpaid for whatsoever reason will be refunded to the sender at the buying rate of the day when the refund takes place or the original transaction rate, whichever is lesser.

Capital Exchange will take all the necessary measures to refund the unclaimed funds as per the guidelines of the regulatory authorities.

Transfers/Remittances are considered executed and delivered unless a claim is received within 3 months for cash pay-out and 3 months for bank transfer from the date the remittance was made.

Any transaction-related complaint should be lodged within a maximum period of Ten (10) days from the date of the transaction.

Refund against Cancellation of Drafts, Transfers or any other Remittance transaction returned unpaid for whatsoever reason will be refunded to the sender.

The company has no liability as an agent for any related services. The third party will be fully liable for the completion of its service in accordance with its terms and conditions.

Original valid ID such as UAE National ID or Passport with a valid UAE visa must be provided while performing any remittance transaction.

Any complaints, queries, feedback on our services or fraud incidents can be raised through our official email address: compliants@capitalexchange.ae or our dedicated line: +971 50 5607180 with the acknowledgement within 2 complete business days and an estimated response time of 10 complete business days.

Service charges are available on our website www.capitalexchange.ae and the charges may vary based on the product/service and the value of the transaction.

Capital Exchange will not disclose confidential information about the customer to any third party unless it is required to do so by any applicable law or regulation within and outside the region.

Capital Exchange shall assume the responsibility of protecting consumers’ data and maintain the confidentiality of the data held with it or with a third party and disclose the data only to approve, facilitate, administer and process applications/transactions or to respond to the queries of the relevant law enforcing authorities inside and outside the country.