Money services terms

01Service agreement & acceptance

This page explains the service-specific conditions relevant to an OnionPay enquiry. It is not a complete account or transaction agreement and does not itself authorise a payment, establish custody or promise approval. The identified provider must accept your application and supply the agreement, fees and operating conditions applicable to the service before you use it.

Mandatory law prevails. The accepted product agreement sets the document hierarchy; a transaction confirmation records the agreed transaction particulars and does not silently amend wider contractual protections. These website conditions bind a provider as product-contract terms only if expressly incorporated into the agreement accepted by that provider and customer.

02Named provider & MSO scope

The MSO holder, licence information and register address are displayed below; iSeekMoney is the linked money-services destination. Confirm which entity is accepting your transaction. A Hong Kong MSO licence concerns money-changing and remittance activities within its lawful scope and conditions. It is not a banking licence, an endorsement of a particular transaction or authority to issue every type of card or investment product.

03Customer due diligence & lawful instructions

The provider may require identification, company and beneficial-ownership information, source of funds, purpose of the transaction and beneficiary details, with additional checks where required. Information must be accurate and material changes disclosed. Anonymous arrangements, false ownership claims and splitting transactions to evade checks are not permitted.

Instructions may be refused or delayed where checks cannot be completed or legal restrictions apply. Where reporting or confidentiality obligations prohibit an explanation, the provider may be unable to disclose the reason or the existence of a report. These obligations do not create an unrestricted right to retain customer funds.

04Quotes, exchange & charges

Before accepting a transaction, confirm the currencies, amount paid, exchange rate or its agreed determination method, quote validity, provider charges, any known third-party deductions, recipient details and expected receipt. Indicative website information does not lock a rate. Late funding, a changed instruction or an expired quote must be addressed under the agreed confirmation process before execution.

05Funding, execution & receipts

Follow the provider’s verified payment instructions and approved funding arrangements. Execution depends on receipt of usable funds, completion of checks and acceptance of the instruction. Banking hours, intermediaries and the receiving institution can affect delivery. A transaction receipt or reference should identify the arrangement, but does not alone prove final credit to the beneficiary.

06Cancellation, corrections & refunds

Request changes immediately through the provider’s official channel. A currency conversion already performed or a transfer already released may not be reversible. The provider should explain whether a cancellation or recall remains possible and what disclosed costs or exchange effects would apply. Return of available funds follows the agreement and legal restrictions; no blanket forfeiture is created by these terms.

07Statutory records & privacy

Where the Anti-Money Laundering and Counter-Terrorist Financing Ordinance (Cap. 615) applies, relevant customer due-diligence records are generally retained throughout the relationship and for at least five years after it ends; relevant transaction records are generally retained for at least five years after completion. Occasional-transaction requirements and lawful directions to retain records longer may also apply. The provider’s privacy notice should explain the records relevant to your service.

These financial-service obligations do not automatically apply the same retention period to every website enquiry. Access, correction and other privacy requests remain subject to applicable law, including any lawful record-keeping or disclosure restriction.

08Customer funds & regulatory resources

The service agreement should identify who receives and holds funds, any segregation or safeguarding arrangement, and the return or claims procedure. An MSO licence is not itself deposit insurance or a guarantee of repayment. The official MSO register and Hong Kong Customs resources are linked for checking the named provider and applicable scope.

09Responsibility, complaints & changes

A customer must take reasonable care with instructions and credentials, but an error does not automatically make the customer responsible for every resulting loss. Liability, corrections and redress are determined by applicable law, the accepted agreement and the circumstances, including any provider error. Nothing on this page excludes fraud, liability that cannot lawfully be excluded or mandatory consumer rights.

Use the contracting provider’s official support channel for a live transaction or account issue. Send concerns about this website or our involvement to the complaints contact below, with the reference and relevant facts. A complaint does not prevent access to a court or competent authority and does not extend a statutory or contractual deadline. Material service changes, closure and dispute arrangements follow the accepted agreement and law, not merely an update to this webpage.