F&Q

F&Q2019-05-27T19:51:16+00:00
  1. Who can avail the services provided by City Express UK?

Anyone who can who wants to send money (transfer money) to Nepal can use the service provided by City Express UK.

  1. Which currencies can I remit in?

You can remit in either USD or GBP.

  1. Where can I send the money from?

You can send through any City Express UK Agent/s located in UK. List of agents. Apart from that you can also send money using Valapay mobile wallet.

  1. How much money I am allowed to send?

You can send up to £5,000 in a month and up to £15,000 in a year.

Any payment (made in Nepal) up to Rs. 100000/- would be made through cash whereas payment above Rs. 100000/- would be made through cheque or be deposited into the bank.

  1. What is the cost of sending the amount?

£3 if its under £300. Free if its £300 or over.

  1. How many times can I send my money in a week/month/year?

You can send in as many times as you can if it doesn’t limit over £5,000 in a month, and £15,000 in a year. You must have documents to support your source of funds.

  1. How are money transferred paid out?

The Sender has two options. They can either choose to be paid in cash or request to paid in a Recipient’s bank account.

  1. Do I require any documents for sending the money?

Yes. It is mandatory to present valid identification(“ID”) to receive services from City Express. Any transactions will not be completed unless a valid proof of ID is provided and recognized by City Express.

Listed below are forms of acceptable ID’s:

  • Valid Signed Passport
  • Valid Full driving license (EU) and provisional license (UK Only)
  • Valid HM Forces ID card
  • Valid UK Biometric Resident Permit
  • Valid EEA member state ID card
  • Emergency/temporary passport

How do I know about the status of my money transfer?

In order to know your status, you can use the service “Track My Money”; which is available on our website. You have to insert your PIN (transaction number) and date of the transaction to view your status.

  1. Where can the receiver collect the money that I sent?

Receiver can collect the agreed amount all over in Nepal. There are more than 6500 Agents of City Express in Nepal. For further details, check ctxpress.com.

  1. How soon will the money be available to the Receiver?

As soon as the transaction has been approved. Once the system processes the transaction and shows up in our record, the receiver is able to collect the agreed amount. In the case of cash pick up, the receiver can collect the money instantly; whereas in the case of Account Deposit, it may take up to 1-2 business day*. Transfer requests received after 16:00 will be considered as a next day transaction and will be forwarded to the next business day* to be processed.

  1. How do I pay for my money transfer online?

You can make a payment with your debit card. You can also do an online transfer. For more details on online payments, please reach out to our customer services at (+44) 01183 042 969 or email us at contact@cityxpress.co.uk. Our lines are open from 09:00-17:30 (Monday to Friday), 09:00- 16:00 (Saturdays).

Once your profile has been set up and your form of ID is accepted, you can easily call in and provide your details and transfer the agreed amount. Bank transfer (online) is only available for UK residents. We will confirm once the payment has been received. Some card issuers may charge additional fees for using our services. Please contact your card issuer.

  1. I need to correct recipient’s name. How can I correct it?

You need to inform our customer service to correct any typographical error or any mistake made in the typing process (spelling mistake). The agent will correct the mistakes as long the funds hasn’t been collected or deposited yet. We can’t change the name if the transaction has already been fully completed.

  1. How do I collect the money I received?

You can collect the funds at any agent location in Nepal or the UK. You must provide a valid identification. You will also need to provide; the order no., sender’s name, amount and the country it was sent from. If it matches and the agents approve of your ID, you can easily collect the funds.

  1. Why did they charge me extra when I requested a bank deposit?

Some banks(recipients) may impose some fees on the transaction for their service availability, which will be your sole responsibility/the recipient’s.  We sometimes cannot control these charges as these are third party engagements.

  1. I didn’t receive the funds even though I went during operating hours. They said they didn’t have enough funds and to come next business day.

The transfer will normally be available for collection during operating hours depending on recipients’ location. Some transfers may be subject to availability, depending on the availability of the funds at the designated recipient’s location, conditions also apply according to recipient’s country and their regulatory requirements. You can also go to the next closest agents available in the area and try it collect from there. We have 6500 agents operating in Nepal to provide you the best of services.

  1. How do I cancel my money transfer and ask for a refund?

If you wish to cancel, you must contact City Express in person or call customer services or email us a request for cancellation. A transaction cannot be cancelled or refunded once the funds have been already paid to the Recipient. For quicker response, please contact customer services or directly contact the agent you dealt with.

City Express will refund the full amount according to specific transaction within 28 business days minus any other applicable charges or services connected to the specific transaction. These conditions will apply, if you (Sender) can provide a copy of the transaction along with present valid identification.

  1. The recipient didn’t collect the funds I transferred to said recipient’s country. It has already been 21 business days.

It is the sole responsibility of the Sender to notify their recipients to collect the funds. If the funds are not collected within 21 business days* then City Express will cancel the transaction and inform you accordingly. The funds will be held by City Express and you should contact City Express for further actions.

 *Business days doesn’t include public holidays and bank holidays.

QUICK CONTACT

CONTACT INFO

5 Queen Victoria Street, Reading, RG1 1SY, UK

Phone: +44 (0) 1183042969

Web: City Express Money Transfer