In-Store Terms & Conditions

In addition to the terms governing access to and use of this Website, the following terms apply to all interactions at our physical retail locations operated by Kings Currency Exchange Pty Ltd (referred to as “Kings,” “we,” “us,” or “Crown Currency Exchange”). 

1. Service Eligibility and Compliance 

  • All services provided in our retail stores are subject to eligibility requirements and compliance with national regulations, including AML/CTF (Anti-Money Laundering/Counter-Terrorism Financing) obligations. For certain transactions, such as those involving large or regulated amounts, customers must present valid identification. Failure to provide identification when requested, or non-compliance with regulatory requirements, may result in denial of service. 

2. Accuracy of Information and Transaction Confirmation 

  • Customers are responsible for providing accurate and complete information during any in-store transaction. Upon completion of each transaction, a receipt will be provided. Please review the details to ensure accuracy before leaving the store, as inaccuracies may affect service processing and lead to delays. 

3. Pricing, Payment Methods, and Exchange Rates 

  • Exchange rates and bank fees are subject to change without notice and are determined by market conditions and other factors. The final rate applicable to your transaction will be confirmed at the point of sale. 
  • We accept cash, EFTPOS, bank transfers and credit/debit cards, as well as mobile payment options, such as Apple Pay and Samsung Pay. 
  • EFTPOS payments incur an additional fee. A 1% fee applies to all credit card transactions, debit cards when tapped, and mobile payments (e.g., Apple Pay, Samsung Pay). Debit cards inserted with 'savings' selected will not incur this fee. 

4. Currency Availability and Foreign Currency Conditions 

  • Certain currencies and large amounts may be subject to availability. We recommend contacting the store in advance to confirm availability for high-value transactions or uncommon currencies. 
  • We only accept foreign currency in good resaleable condition and reserve the right to refuse bills that are damaged, excessively worn, or outdated. 

5. Currency Orders and Payment Terms 

  • Placing an Order: Customers may order specific currencies in advance for collection at a Crown Currency Exchange store. Orders can be placed directly in-store or by contacting us by phone. 
  • Payment Options: Payment for currency orders may be made either over the phone at the time of ordering or upon collection at the store. When paying over the phone, please have your payment details ready, as we will securely process your transaction. 
  • Order Deposits: A deposit is required to secure the order. Deposits are non-refundable or partially refundable, depending on the circumstances. 
  • Order Confirmation and Collection: Once an order is placed, you will receive an estimated date for when the currency will be available for collection. Please bring a valid form of identification and your order confirmation details when collecting your currency. 
  • Order Modifications: If you need to modify an order after placing it, please contact the store as soon as possible. Modifications are subject to availability and may impact the final exchange rate. 
  • Cancellations and Non-Collection: Orders not collected within a specified period (e.g., 7 business days from the agreed collection date) may be subject to cancellation. Cancellation of currency orders may incur an administrative fee to cover processing costs and loss of deposit. 
  • Exchange Rates for Ordered Currency: The exchange rate applicable to your order will be confirmed at the time of payment. If payment is made over the phone, the rate at that time will apply. If payment is made upon collection, the exchange rate on the day of collection will be applied. If you do not collect your ordered currency on the agreed date, Crown Currency Exchange is not responsible for any change in rates or availability after the scheduled date. 

6. Customer Conduct and Right to Refuse Service 

  • We strive to provide a safe and pleasant experience for all customers and staff. Customers are expected to conduct themselves respectfully and refrain from disruptive or abusive behaviour. We reserve the right to refuse service or ask individuals to leave if they do not comply with these conduct expectations. 

7. Security, Surveillance, and Privacy 

  • For the safety and security of our customers and staff, all transactions are monitored and recorded by CCTV. 
  • Any personal data collected during in-store transactions is handled in accordance with our Privacy Policy, available at [Privacy Policy link]. We are committed to safeguarding your information and ensuring it is used only as required for service delivery and compliance with regulatory requirements. 

8. Store Hours, Service Availability, and Closures 

  • Store hours are subject to change. Please check our website or contact the store directly for the most up-to-date information, especially during public holidays. Some services may not be available during peak periods, holiday seasons, or due to unforeseen circumstances. We recommend checking with the store in advance if you have specific requirements. 

9. Liability for Errors and Refunds 

  • We strive for accuracy in every transaction. In the unlikely event of a discrepancy, please bring it to our attention immediately so we can resolve the matter promptly. Our liability is limited to the correction of such errors at the time of transaction. 
  • Once a foreign currency transaction is completed, it generally cannot be reversed or refunded. If you believe there has been an error, please bring it to the attention of our staff immediately, as refunds or reversals are at our discretion and may require supporting documentation.  

10. Dispensed Currency and Security of Funds 

  • Please verify the currency and amount received before leaving the store. If you notice an issue with the currency after leaving, contact us immediately to discuss options. We may not be able to address issues reported later without proof of the original transaction. 
  • Once you have collected your currency, please take responsibility for its safekeeping. Crown Currency Exchange is not liable for loss or theft of currency once it is in your possession. 

11. Mistakes in Transaction Amounts 

  • Request for Return of Funds: In the event of an error resulting in an overpayment or excess currency dispensed to the customer, we reserve the right to contact the customer to request the return of the overpaid amount or excess currency. 
  • Customer Cooperation: We kindly request that customers cooperate by returning funds or currency dispensed in error. Upon being notified of the error, customers are asked to return the amount promptly, either by visiting the store or through a mutually agreed-upon method. This request aligns with fair trading practices and supports accurate transaction outcomes. 

12. Dispute Resolution and Customer Support 

  • If you have any concerns or issues regarding an in-store transaction, please speak with the store manager. For further assistance, you may contact our customer support team via the Website or at [support contact]. We aim to resolve any disputes amicably and professionally. 

13. Changes to In-Store Terms 

  • These in-store terms and conditions may be updated periodically. Updates will be available on our Website, and continued interactions with our retail stores signify acceptance of the latest terms. 

These Terms & Conditions were last updated on 14 November 2024.