MS-Remit – Customer Terms & Conditions (Remittance Service Agreement)
Last Updated: 18 December 2025
Introduction
These Terms & Conditions (“Terms”) govern your use of MS-Remit, a money transfer service provided by MS11Capital Pty Ltd (ACN: 659025537), trading as MS-Remit (“we”, “us”, “our”).
MS-Remit is registered with AUSTRAC as an independent Remittance Service Provider (RSP) and operates in accordance with Australia's Anti-Money Laundering and Counter-Terrorism Financing (AML/CFT) laws. You may verify our AUSTRAC registration at https://online.gpss.austrac.gov.au/rr/.
By creating an account, completing identity verification, or submitting a transfer, you agree to these Terms.
If you do not agree, you must not use our services.
Service Description
MS-Remit provides international money transfer services from Australia to other corridors including:
- Bank account transfers
- Wallet or mobile transfers(where supported)
Transfers are processed via our licensed payment partners and other authorised financial institutions.
Eligibility
To use MS-Remit, you must:
- Be at least 18 years old
- Reside in Australia
- Have a valid Australian mobile number
- Complete identity verification (KYC)
- Use the service for lawful purposes only
We may refuse service, suspend your account, or ask for additional information at any time.
Account Registration
You must provide accurate and complete details when registering your account. You are responsible for:
- Keeping your login secure
- Ensuring your details are current
- Informing us if your phone number or ID change
We may communicate with you regarding your account, transfers, compliance requests, or service updates via SMS, email, or in-platform notifications. It is your responsibility to ensure your contact details remain accurate and up to date.
We may disclose this contact details to third parties for legal reasons.
Identity Verification (KYC)
As a regulated remittance provider, we are required to verify your identity before allowing transfers.
Verification may include:
- Government-issued ID
- Selfie / facial verification
- Address verification
- Proof of source of funds (when required)
- Additional documents for higher-risk transactions
We may re-verify your identity if you update your details or if compliance checks require it.
Transaction Processing
A transfer is considered submitted when:
- All required transfer details are confirmed on the MS-Remit platform, and
- The transfer request is successfully submitted by you.
A transfer is considered processed when:
- payment has been received and verified, and
- compliance checks are completed, and
- the transfer is released for payout.
Transfer status updates displayed on the MS-Remit platform reflect the current stage of the transfer lifecycle and do not guarantee payout or delivery timing.
Processing times vary depending on:
- destination country
- bank operating hours
- public holidays
- compliance review
- partner bank or payout provider delays
MS-Remit does not guarantee exact delivery or payout timeframes.
If payment is not received within 24 hours of transfer submission, or if you fail to confirm payment submission as required on the MS-Remit platform (including selecting the confirmation tick), the transfer may be cancelled without further notice.
Cancelled transfers will not be processed, and any previously displayed or locked exchange rate will no longer apply.
Exchange Rates & Fees
Exchange rates and fees will be displayed to you before you submit a transfer.
The displayed exchange rate is indicative only and is not locked until you submit the transfer request on the MS-Remit platform.
Submission of a transfer means:
- you have confirmed the transfer details on the platform, and
- the transfer has been successfully submitted to MS-Remit for processing.
Once a transfer is submitted, the exchange rate is locked subject to successful payment verification and compliance checks.
If a transfer is not submitted, expires, or payment is not received or verified, the exchange rate may change, and a new rate will apply.
Service fees are non-refundable once a transfer has been processed.
Customer Responsibilities
You are responsible for:
- Providing accurate beneficiary details
- Ensuring the purpose of transfer is lawful
- Ensuring funds are from legitimate sources
- Not using MS-Remit for fraud, gambling, scams, or illegal activity
Incorrect beneficiary details may delay or prevent payout.
We are not responsible for lost or damaged payments.
Limits & Additional Checks
We may request extra documents, such as:
- Payslips
- Bank statements
- Proof of relationship
- Invoices or receipts
- Source of funds / source of wealth
- NRC document
We may refuse a transaction or limit usage if risks are identified.
Cancellation & Refunds
You may request cancellation before the payout is made to the beneficiary.
Refunds:
- Will be returned to your original payment method
- Will exclude any completed partner bank fees
- May take 3–5 business days
- Are not guaranteed once payout is completed
If the beneficiary has already received the funds, the transfer cannot be reversed.
MS-Remit is not responsible for losses arising from foreign exchange movements after a refund is initiated.
Refund timeframes are estimates only and may vary depending on banks and payment providers.
A full Refund & Cancellation Policy will be published separately.
Complaints & Reporting
MS-Remit is regulated by law to:
- Monitor transactions
- Report suspicious matters (SMR) to AUSTRAC
- Block or delay transfers for compliance checks
- Request additional documents at any time
We cannot disclose if or when a report has been submitted.
Prohibited Use
You must not use MS-Remit for activities including (but not limited to):
- Fraud or scam activity
- Money laundering
- Illegal online gambling
- Sanctions violations
- Transfers linked to drugs, weapons, or trafficking
- Use on behalf of unidentified third parties
We may suspend or close your account if we detect suspicious behaviour.
Liability
To the maximum extent permitted by law:
- We are not responsible for delays caused by partner banks, system outages, network issues, public holidays, or compliance checks.
- We are not liable for losses resulting from incorrect or incomplete information you provide.
- Our total liability for any claim is limited to the amount of the service fee paid for the affected transfer, unless otherwise required by law.
- We are not responsible for service disruptions, delays, or failures caused by third-party banks, payment processors, payout providers, telecommunications providers, or infrastructure outages beyond our control.
- MS-Remit is not liable for any failure or delay in performance caused by events beyond our reasonable control, including natural disasters, acts of war, civil unrest, government actions, system outages, or network failures.
Nothing in these terms excludes rights provided under Australian Consumer Law.
Privacy
We collect and store your information securely in line with the Australian Privacy Principles (APPs).
We may share information with:
- Payment partners
- Banks
- Identity providers
- Regulators (e.g., AUSTRAC)
We do not sell your data.
A full Privacy Policy will be published separately.
Account Suspension or Closure
We may suspend or close your account if:
- You provide false, misleading, or incomplete information
- You fail identity verification or enhanced due diligence checks
- You engage in prohibited or unlawful behaviour
- Requested documents are not provided within a reasonable timeframe
- Fraud, suspicious, or high-risk activity is detected
We may also close your account due to ongoing inactivity.
When reasonably practicable, we will provide advance notice before closing an account due to inactivity.
Changes to Terms
We may update these Terms at any time. Continued use of MS-Remit services after the “Last Updated” date constitutes acceptance of the updated Terms.