Clients info

Transfers are secure only if they are used for the intended purpose. Generally, our service is not tailored for business transactions. WESTERN UNION® cannot guarantee how the receiving party will handle the sent funds, and therefore, transfers should only be made between two trusting parties. Once transfer details are disclosed to the other party, there is a high likelihood that the transfer will be claimed, even if it was intentionally sent under a wrong name and intended only as a kind of deposit. While payout is contingent on proof of identity, if the other party has all the details and the sent amount is substantial, a fake document is only a minor obstacle to claiming the transfer. The recommendation is, therefore: If you do not want the transfer to be claimed, do not disclose its details, or even more securely, DO NOT SEND IT!!!!

Very risky are transfers made to facilitate pre-arranged online deals or as a fee to obtain a larger sum of money promised via email. These are the two most common models used for fraudulent schemes to lure money.

Of course, business use of our services cannot be ruled out, but the key is absolute trust between the sender and the recipient. If you do not personally know the recipient, we do not recommend sending money

WESTERN UNION® strongly warns against such actions and distances itself from any damages that may arise from not following these recommendations

WESTERN UNION® also reserves the right to refuse the execution of suspicious transactions or those for which it does not have enough relevant information for their objective assessment.

Usually, the money is transferred within a few minutes. However, the payout may be delayed or the service may be unavailable due to certain transaction conditions, such as the sent amount, destination country, availability of a specific currency, regulatory measures, identification requirements, branch opening hours, time zone differences, or when choosing a delayed service. Additional restrictions may also apply. Details can be found on the money transfer form.

Working hours are available on our green line. 800 22 11 00, or on our website http://www.moneytransfer.cz/. For information about branches worldwide, use the website http://locations.westernunion.com/.

It is necessary to know the full name of the recipient and the country where they intend to pick up the money. If you are sending to the USA or Mexico, you also need to provide the federal state and city where the transfer will be picked up.

You need to know the sender's name, the destination country, the approximate amount sent or received, whether in the sent or received currency, and the Money Transfer Control Number (MTCN), which can only be provided by the sender. It is also necessary to present a valid photo identification.

Since July 30, 2016, all branches in the Czech Republic only pay out in CZK.

From the Czech Republic, you can only send CZK. At selected branches, you can also send USD to Ukraine, China, and Vietnam. At selected branches, we also accept payments in EUR to certain countries. At the destination, either the local currency or USD/EUR will be paid out. You can inquire about payout details on our hotline: 800 22 11 00.

The exchange rates for WESTERN UNION® services may vary slightly, as Western Union derives them from the CZK exchange rate in the American financial markets. Because it is a globally operating company and must have consistent rules worldwide, logically it cannot be based on our local exchange rates, which are significantly influenced by the political and business intentions of individual banks.

WESTERN UNION® money transfer is an express service that does not work with bank accounts, as it would slow down the entire process. Some banks collaborate with Western Union and are able to send funds from an account, allowing them to be picked up in cash if needed. However, sending money to an account from us is not possible.

Western Union is available almost worldwide. In most countries, the branch network is so dense that you don't have to travel more than a few kilometers. Details about existing branches can be found on http://locations.westernunion.com/, or on our hotline.

In the Czech Republic, it is no longer possible to use the so-called security question and answer in such a case, as it was possible before. If you are expecting cash but cannot provide valid identification, you have no choice but to ask the sender to go back to the branch from which they sent the money and change the recipient to a person with valid identification, who can then receive the money on your behalf. (Changing the recipient's name is free and is usually done within a few minutes.)

The money can be picked up practically for an unlimited time from the date of sending. However, if the transfer has been in the system for more than 90 days, it is necessary to bring it to attention and expect a slight delay, but it is still an on-demand service.

Personally at any business location, preferably at the branch where you sent your money. A complaint will be accepted by a branch employee or counter where the Western Union service is offered. The branch employee will provide you with all the necessary information to handle the complaint or concern. They will inform you about the process for resolving the complaint or concern, the deadline for the response from the complaints officer, how you can inquire about the progress of the complaint or concern, and what other options you have.

By mail to the address: PES – Peněžní expresní service, s. r. o. Vodičkova 41 112 09 Prague 1 Czech Republic Also referred to as PES Headquarters

By email to info@moneytransfer.cz - if you send a complaint or claim to the PES headquarters by email, the authenticity of the signature (and the scope of authorization rights) cannot be verified. Therefore, the information that the PES headquarters is authorized to provide in such a case is determined by generally binding legal norms.

A complaint or claim can be resolved more quickly if you provide the relevant information necessary for its processing.:

• Your identification details
• Subject of the complaint (a brief description of the content of the complaint or concern, including the information essential for resolving the given submission)
• Documents or attachments (e.g., copies of the transaction form, etc.)
• Money Transfer Control Number (MTCN)
• Date of submitting the complaint
• Your contact address for sending a response, as well as your email address or telephone number.

PES headquarters guarantees a maximum processing time for complaints or claims of 15 days. In particularly justified cases, the time for handling a complaint or claim may be extended. You will be notified of the result of the complaint process according to the type of submission - by mail or email.

The form of submitting a complaint also depends on whose side the error occurred. If the error is on the client's side (provided incorrect information or needs to change the sent amount), it is necessary to request the change in person at a branch, as the identity of the applicant must be verified, and thus the legitimacy of the request for change/repair. In the case of an error on the service provider's side, this error can be reported by phone or email, provided the necessary information mentioned above is provided.

The change of the recipient is free of charge. Only one change can be made; otherwise, if there are multiple changes, the transfer must be canceled and carried out again. In the case of a change in the financial amount, the same procedure applies: it must be carried out again.