CLICK & RESERVE
LEGAL TERMS AND CONDITIONS 

1. TERMS AND CONDITIONS OF OUR SERVICES. 

PROSEGUR CHANGE is happy to provide you with a foreign currency reservation service, with

purchase and collection and payment at our offices (“Click&Reserve” or “Service”).

With this Service, PROSEGUR CHANGE allows you to reserve the desired currency (or currencies if you require more than one), which you can then purchase and collect at our offices.

Reserving a currency: Reservations can be made through our website: nz.prosegurchange.com Reservations via the website can be made in English only.

Only certain currencies are physically kept in stock, so reservations must be subject to the availability of the chosen currencies. In the event of a lack of stock, PROSEGUR CHANGE reserves the right to cancel the transaction. We will provide as much notice as possible if we will not be able to provide the whole amount you have ordered, by email to the supplied email address.

In order to make a currency reservation, the customer needs to provide email address and phone number so that PROSEGUR CHANGE can contact them and deliver the reserved currency accordingly.

Reservations may be subject to a maximum value per calendar quarter and year.

• Exchange rates, fees and expenses: At the time of making a reservation for a purchase at currency exchange offices, the user will be informed on the website screen of the estimated sale price, which is a variable concept depending on the date of collection, the withdrawal office chosen, the commissions and the expenses (if any). The reservation will be calculated and paid at the designated office on the day of purchase based on the current exchange rates on that day.
• PROSEGUR CHANGE earns revenue when exchanging currency through a margin between its 'buy' and 'sell' rates for particular currency pairs.
• Form of payment: The amount of the reservation will be paid in full, in cash or by card, if this means of payment is enabled, at the designated office and on the day selected by the user.
• The minimum total order is 200 NZ$ and the maximum is 7500  NZ$for this Service.
• Reservation confirmation: Once the reservation with withdrawal at an office has been made and has been accepted by us, the user will receive a confirmation email, which will specify the details of the requested transaction, estimated price, expenses and commissions (if any), form of payment, office and day and time of the proposed transaction.
  In the event that the reservation is not accepted by the user, no liability will arise for the user.
• Recall: The reserved currency (or currencies) will be available to the user to be purchased at the office and on the day indicated in the confirmation email.
  The reserved currency will only be given to the person who made the reservation, which will require the customer to provide a valid ID.
• Cancellations: The user will be able to cancel a reservation before the chosen date to purchase the currency. In that case will we not charge the user.

To cancel an online reservation, the user will need to cancel the transaction online as soon as possible.

In any case, PROSEGUR CHANGE will understand that you have cancelled your reservation if you do not show up on the stated transaction date.

2. COMPLAINTS and COMPLIANCE

PROSEGUR CHANGE welcomes feedback about its services.

3.1 If you have any questions or complaints about our service, please contact us by post or email at the following address.

Post: 

Level 14, 88 Shortland Street
Auckland CBD Auckland
1010 New Zealand

Email: info-nz@prosegurchange.com

 We endeavor to resolve any complaints and provide a written response within one month.

You must comply with all laws and regulations binding on you, including complying with all obligations under, and not breaching, the anti-money laundering and counterterrorism legislation or any other applicable laws. If you are not satisfied with the service you have received from us and wish to lodge a complaint, we have an internal complaints process and undertake to investigate your concerns promptly and fairly. 

You may contact us to make a complaint by email to: info-nz@prosegurchange.com. We will email you that we got your complaint.   If we need further information, we will contact you and request this information.  We will endeavour to acknowledge your complaint within 24 hours and send you a final response within 10 working days. If we need to extend the deadline to investigate your case in detail we will let you know how much more time we need. We are a member of the Financial Services Complaints Limited.  If you’re not happy with our final response, you can forward your complaint to the Financial Services Complaints Ltd (website:  https://fscl.org.nz/) by contacting them on Phone 0800 347 257, email complaints@fscl.org.nz, or post to FSCL, P O BOX 5967, Wellington 6140.

3. Sanctioned Persons 

Under New Zealand laws PROSEGUR CHANGE is prohibited from dealing with sanctioned individuals or entities. If it appears that the User is a sanctioned person, or is acting on behalf of a sanctioned person or entity, PROSEGUR CHANGE may be required to suspend or stop providing the Service to the User. PROSEGUR CHANGE may also be required to freeze any transactions with the User and freeze any assets of the Users which PROSEGUR CHANGE holds. These processes may cause a substantial delay in providing the Service to the User or may prevent PROSEGUR CHANGE from providing the Service to the User.

In addition, PROSEGUR CHANGE does not accept identification issued by certain countries due to autonomous sanction implications. PROSEGUR CHANGE may however proceed with the transaction if the User is able to provide an alternative identification that is acceptable in accordance with PROSEGUR CHANGE’s identification requirements.

These processes may cause a substantial delay in providing the Service to the User or may prevent PROSEGUR CHANGE from providing the Service to the User.

Last updated in August 2024