Money transfers initiated via our online platform are most of the time available for collection immediately. Some operations can however require more time (up to 42-72 hours), depending on the country of destination of the funds, the pay out option selected (bank deposit, home delivery…), additional security clearances that may be applicable to release the funds locally, and/or time differences that may exist with the country of origination. The iMoneytrans website will inform you of the timings applicable to your transaction, once you have selected the country of destination and the form of payment to your beneficiary.

Also bear in mind that your transaction will not be validated as long as Moneytrans has not received your payment. Your transfer may thus be slightly delayed if you choose to pay your remittance by bank transfer, or in the event that your bank card is not authorized instantly on our website.

As soon as Moneytrans receives the confirmation of your payment, your beneficiary and yourself will be notified by e-mail and/or SMS that your transaction has been validated, and you will both receive a second notification once the funds are available abroad.

In order to ensure safe financial transactions and to protect the personal data of its customers, the iMoneytrans website uses a secured connection via the « Secure Socket Layer » (SSL) technology. This encryption technology guarantees that all communications between the iMoneytrans website and the device of the user (smartphone or computer) are adequately protected against external attempts to steal sensitive information.

We also partner with Ingenico Payment Services (formerly « Ogone »), the market leader for processing secure online payments, and we additionally rely on the “3D Secure technology” to ensure that only fully authenticated payments are processed via our website.

As a general rule, all companies with which we partner to execute your orders are contractually required to apply high-level security and data protection measures to the financial operations. We can thus assure you that it is safer to use our online platform and mobile application to send money abroad, than going to one of our physical offices, carrying cash with you!

A growing number of malevolent people on the Internet (cybercriminals) are resorting to various techniques to steal money from online customers. Their scams may take different forms, but most of the time rely on the promise to make you earn a large sum of money (e.g. the proceedings of a lottery or of a heritage) upon the payment of an initial investment or administrative fee. It may also happen that someone will ask you to pay for a service that will never be provided, for instance the repair of your computer or the delivery of goods by registered mail. The authors of such scams often request their victims to pay them via money transfer companies like Moneytrans. We deploy intense efforts to track and identify such scams and our employees are trained to address them. But the best way to defeat such scams is to refuse to send money to anyone whom you do not know personally, even if their story sounds very credible.

If you believe that you have been the victim of an online scam, report it immediately to your local police department. It is likely that they will have a unit specialized in fighting cyber criminality.

Moneytrans currently propose money transfer services to 15 countries of destination. More countries will be added very soon.

Pay out options available locally vary depending on the destination country and include: cash pickup at a physical location, home delivery, direct deposit on a bank account, payment on a mobile wallet or GSM/airtime top up.

The maximum amount that you can send abroad depends on the country you live in and the local applicable regulations. In the case of our online customers based in Belgium, the limit is of 3.000 EUR per month.

The maximum amount per transaction may also be capped by the regulations in force in the country of destination, as some countries apply restrictions to incoming money transfers. The amount you can send may furthermore depend on your method of payment as, for instance, payments made with a debit or credit card can be subject to maximum daily limits set out by your bank. To find out the maximum amount that you can send to a particular destination country, simply enter the amount you wish to send on the calculator available on the iMoneytrans website and you will be notified if you exceed the maximum authorized amount. If you wish to benefit from higher transaction limits, please contact our Customer Service Department by e-mail (onlinesupport@moneytrans.eu) or phone (+32 2 227 18 20) so we can provide you a customized offer.

We strive to guarantee to all our customers a safe use of our financial services. For the same purpose, and in line with the legal requirements, we ask you to provide us official identification documents, so we can ensure that you are adequately identified with us and that your identity has not been stolen on the online environment.

When you create your online account, you will have the possibility to upload your identification documents directly on our website. Our Compliance department may also contact you at any time to obtain additional documents, or in case previously obtained documents need to be updated.

As it is necessary to identify the parties to a financial operation, we require the full name, date of birth and address of residence of both the remitter and the beneficiary of the funds. But Moneytrans will never sell to third parties such private data collected about the users of our online services. In line with the regulations governing the protection of the privacy of clients of financial services, we will only communicate data of a private nature to third parties in order to execute your payment orders. Likewise, the contact information (phone number and e-mail address) that we collect about you and your beneficiaries will solely be used to inform you both when an online money transfer has been validated and when the funds have reached your beneficiary. If you wish to find out more about our Privacy Policy, kindly read our detailed document posted on the iMoneytrans website.

When you send funds onto a bank account abroad, we will ask you to provide us detailed information about the bank account of your beneficiary. It is thus essential that your beneficiary provides you their correct bank account details and that you communicate the same to us. To process a payment on a bank account abroad, we will require at the minimum the name of the bank where your beneficiary has the account and their bank account number. For certain countries, we will alternatively require:

The « IBAN » (International Bank Account Number). The IBAN consists of up to 34 characters and is a standard used in most countries to prevent errors or delays in cross border transactions, by containing complete information necessary to identify the country, the bank and the branch relating to any given account.

The « BIC » (Bank Identifier Code) also referred to as the « SWIFT” (Society for Worldwide Interbank Financial Telecommunication) respectively serves to identify a particular bank globally. It consists of 8 or 11 characters, and includes the detail relating to the bank branch (last 3 digits) when given in 11-digits format.

The beneficiaries of funds sent via the iMoneytrans website can benefit from up to 5 different options to be paid out locally. Depending on their availability in the country of destination, these options include:

Cash pick up (the transfer is available for collection at a local payout office)

Bank deposit (the funds are credited directly onto the bank account of the beneficiary)

Home delivery (the funds are delivered to the home address of the beneficiary).

Mobile Money (the funds are credited to a mobile wallet and can be used locally for payments made using a mobile phone)

Mobile Airtime (the funds are converted into GSM credit and are added to a mobile number account)

Just like you can chose between different payment options for your beneficiary abroad, Moneytrans offers you different ways to pay your transactions online, including by debit card (using the Bancontact/Mistercash or Maestro technology) or by credit card. Be advised, however, that only credit cards issued by Visa and MasterCard are accepted on our website. We also do not accept prepaid cards that have not been issued directly by Moneytrans (the EasyCard) and we require all debit and credit cards used on our website to be authenticated using the “3-D Secure” Technology, which requires a digipass provided by your banking institution.

The debit / credit card payment option is not available from the DRC

Important note: additional fees may apply to electronic payments made using certain credit cards. We thus recommend that you check first with your card issuer what charges may apply to your payments made online with your credit card.

You can also choose to pay your online transaction by bank transfer. This option may slightly delay the processing of your money transfer order, as we will only validate it once we have received your funds on our bank account, but it will make you benefit from reduced transaction fees, as the processing costs are lower.

The iMoneytrans website will display the instructions related to each payment method, once you reach the stage of paying your online transaction.

You can check at any time the status of your past and pending transactions by connecting to your online account and going to the section « My transactions”.

For any question relating to your account or to a pending transaction, you can also get in touch with our Customer Support Service via one of the communication means provided below. If your question relates to an online transaction, please ensure that you can provide us the unique reference number of your transaction. This “transaction code” is usually sent to you by e-mail or SMS.

Contact information of our Online Customer Support Service:

Phone: +32 2 227 18 20

Fax: +32 2 227 18 28

E-mail: onlinesupport@moneytrans.eu

You can request at any time, via our online website, the cancellation of a pending transaction, provided that it has not been paid out yet abroad. Upon the receipt of your cancellation request, we will promptly process it and confirm the cancellation of your order by updating its status on the iMoneytrans website.

You can request at any time, via our online website, to change the beneficiary of a pending transaction, provided that the transaction has not been paid out yet abroad. Upon receipt of the data relating to your new beneficiary, we will promptly process your request and confirm the change to you by e-mail.