These Terms of Service (“Terms”) govern your use of the SoftPay Global website, mobile application and money-transfer services (together, the “Service”). SoftPay Global is a remittance brand operated from Wasl Village, Al Qusais Industrial Area 5, Dubai, United Arab Emirates. You can contact us at support@softpayglobal.com or +971 56 303 9161 / +971 56 376 081.
By creating an account, submitting a transfer or using the Service, you agree to these Terms, our Privacy Policy, Refund Policy and KYC/AML Policy. If you do not agree, you must not use the Service.
SoftPay Global provides international money-remittance services. Customers may send money from a sending country to a recipient in another country, subject to available corridors, delivery methods (such as bank deposit, cash pickup or mobile wallet), exchange rates, fees and limits shown at the time of the transaction.
We may complete payouts through authorised agents, banks, mobile-money operators and payment partners. We are not a bank and we do not provide deposit-taking, investment, lending or insurance products.
You must be at least 18 years old and legally capable of entering a contract. Business customers must be duly organised and authorised to use the Service.
You must provide accurate registration details and keep them up to date. You are responsible for safeguarding your login credentials and for all activity on your account. Notify us immediately if you suspect unauthorised access.
Before you can send money, we may require identity documents, proof of address, source-of-funds information, sending purpose and recipient details. We may also verify information against sanctions lists, politically exposed person (PEP) databases and other screening tools.
We may delay, refuse or reverse a transfer, request additional information, or suspend or close an account where we cannot complete due diligence to our satisfaction or where we reasonably suspect fraud, money laundering, terrorist financing or a sanctions breach.
A transfer instruction is an order to send a specified amount to a named recipient using the delivery method you select. You must ensure the recipient name, account, mobile number and other payout details are complete and correct. Incorrect details may result in delay, return, or payout to the wrong person, for which we are not responsible if we followed your instruction.
The sending amount, fees, estimated recipient amount, exchange rate and any agent charges are displayed before you confirm. The rate applied is the rate shown at confirmation, unless a corridor uses a delayed or partner-quoted rate, in which case this will be indicated.
Payment for a transfer must be made using an accepted method (for example card, bank transfer or another enabled gateway). Card payments may be processed by independent payment processors. We do not store full card numbers on our servers.
Fees and limits may vary by corridor, delivery method, customer type and risk profile. Daily, monthly or per-transaction limits may apply. We may change fees, rates or limits; the figures shown at checkout apply to that transaction.
Recipient-side banks, agents or wallets may levy their own charges. Those charges are outside our control unless expressly included in the quote.
Delivery times are estimates. Transfers may be delayed by compliance checks, banking cut-off times, public holidays, partner outages or incomplete recipient information.
Each successful payment is assigned a tracking / MTCN number. Keep this number. Recipients collecting cash may need a verification code and valid identification.
You may request cancellation only if the funds have not yet been paid out. See our Refund Policy for how returned or unpaid transfers are handled.
You must not use the Service for money laundering, terrorist financing, fraud, sanctions evasion, tax evasion, pyramid or investment schemes, purchase of illegal goods or services, or any activity that is unlawful in the sending or receiving country.
You must not send money on behalf of an undisclosed third party, use false identity documents, or attempt to circumvent limits, screening or KYC requirements.
Independent agents may offer send or payout services under SoftPay Global arrangements. Agents must complete their own onboarding and KYC. Agent commissions, settlement and payout rules are set in the agent agreement and these Terms as applicable.
If you have a complaint about a transfer, an account decision or our Service, contact support@softpayglobal.com with your full name, registered email, MTCN/transaction reference, and a description of the issue. We aim to acknowledge complaints promptly and to provide a written outcome. If you remain dissatisfied, you may also have the right to escalate the matter to a competent authority in the United Arab Emirates or in the country from which you sent funds.
We will provide the Service with reasonable care. We are not liable for delays or failures caused by incorrect instructions you supplied, recipient unavailability, partner or bank outages, events beyond our reasonable control, or lawful compliance holds.
To the fullest extent permitted by law, our aggregate liability for a transfer is limited to the amount of that transfer plus the fees you paid to us for it. We do not exclude liability for fraud or for death or personal injury caused by our negligence.
We may suspend or close accounts, refuse transactions or withhold payout where required by law, by a partner, or to protect the Service, other customers or the integrity of the financial system. You may close your account by contacting support, subject to completion of outstanding transfers and any legal retention duties.
We may update these Terms. The current version will be published on this page with an effective date. Continued use of the Service after a change constitutes acceptance of the updated Terms.
These Terms are governed by the laws of the United Arab Emirates, as applied in the Emirate of Dubai. Courts of Dubai have non-exclusive jurisdiction, without limiting any mandatory consumer protections that apply in your country of residence.
SoftPay Global — Wasl Village, Al Qusais Industrial Area 5, Dubai, United Arab Emirates. Email: support@softpayglobal.com. Phone: +971 56 303 9161 / +971 56 376 081.