Effective Date: July 2025
These Terms and Conditions (“Terms”) govern the relationship between Isend Pte. Ltd. (“iSend”, “us”, “our” or “we”) conducting business as a Major Payment Institution (“MPI”) as licensed by the Monetary Authority of Singapore (“MAS”) to provide cross-border payment and monetary solutions to business clients (“Services”) and you, as an individual user (“Client”, “you” or “your”). iSend and the Client may be referred to individually as a 'Party' and collectively as the 'Parties'.
Capitalized terms in these Terms are defined in the “Definitions” section hereunder.
By registering for, accessing, or using our Services, you shall be deemed to have accepted to be legally bound by these Terms as well as the Data and Privacy Protection Policy and the Cookies Policy.
If you are a business entity, please check our Terms & Conditions for Business Clients.
In the interpretation of these Terms, unless the context otherwise requires:
a.References to:
b. The singular includes the plural and vice versa, and words denoting a specific gender include all genders.
c. Where a word or phrase is defined, other parts of speech and grammatical forms of that word or phrase shall have corresponding meanings;
d. Monetary references are to the lawful currency of the Republic of Singapore.
e. Dates and times for the performance of the obligations are to be interpreted by reference to the Republic of Singapore.
f. Obligations under these Terms affecting more than one party bind them jointly and each of them severally.
Unless the subject or context otherwise requires, capitalized words are defined in brackets with the Terms orhave the meaning set out below:
2.1. We provide cross-border payment and related financial technology services to Clients in accordance with applicable laws and regulatory requirements. Our Services include, but are not limited to:
2.2. These Services may be delivered via our Website, App, or through API integrations, and are subject to the specific terms, eligibility criteria, and compliance requirements applicable to the Client’s jurisdiction and nature of business.
2.3. We reserve the right to modify or discontinue the Service or any part of the Service without notice, at any time.
3.1. To access and use our Services, you must be an individual who is at least 18 years of age and who has the legal capacity to enter into a binding agreement under applicable laws. In case you are a corporate customer, please refer to the Terms and Conditions for Business Clients.
3.2. If you are acting on behalf of another individual (for example, as a legal guardian or authorized representative, collectively “Authorized User”), you confirm that you have the necessary legal authority to do so. We may require documentation to verify such authority.
3.3. These Terms apply equally to all Authorized Users. We are not liable for executing any Transaction initiated by an Authorized User, even if such a Transaction was not intended by you.
4.1. To access and use our Services, you must either create an Account with us or access the Services via our Website.
4.2. We recommend using the Services only with trusted and verified Recipients and third parties with whom you have an existing relationship. You should exercise caution when transacting with Recipients you do not know or have not previously dealt with.
4.3. When accessing and using your Account, you must take appropriate security measures, including but not limited to the following:
5.1.While registering with us or using our Services, you are required to provide certain information about yourself, including but not limited to the source of funds, as necessary to comply with the applicable Know Your Customer (KYC) obligations. A comprehensive list of the information and documents you may be required to provide is set out in Schedule 1 of these Terms.
5.2.We are mandated by law to conduct certain security and customer due diligence (“CDD”) checks prior to providing Services and maintaining your account. This might also extend to other parties involved in a particular transaction (for example, your recipient). Accordingly, you must provide complete, accurate, and up-to-date information during the onboarding process or while carrying out transactions. You are responsible for promptly notifying us of any changes to previously submitted information. We may, at our discretion, request confirmation of the accuracy of your information or require additional supporting documentation at any time.
5.3.By accepting these Terms, you acknowledge your commitment to fulfilling ongoing information requests and validation requirements, including but not limited to the following:
5.4.In accordance with applicable tax laws and international standards, including the Organization for Economic Co-operation and Development’s Common Reporting Standard (CRS) and the U.S. Foreign Account Tax Compliance Act (FATCA), we are required to collect and report certain tax-related information. You must provide accurate self-certification details, including all relevant tax residency information and Taxpayer Identification Numbers (TINs), where applicable.
5.5.We reserve the right to suspend, restrict, or terminate access to your Account or the Services if we are unable to obtain, verify, or validate any required information relating to you and/or your transactions.
6.1. You may use our Services only for lawful purposes (for business activities, you can register through a business Account with us). You may not use our Services for any of the following:
6.2. We do not support transactions that are involved in any of the following; such transactions may be declined. While this list is representative, it is not exhaustive, and we reserve our right to deny our Services to any Client who exceeds our risk tolerance. These transactions include:
6.3. You must not misuse our systems by introducing any malicious or technologically harmful materials; taking any action that imposes an unreasonable or disproportionately large load on our websites, software, or systems; or interfering, disrupting, or attempting to interfere or to gain unauthorized access to our Website, software, API, systems.
6.4. We reserve the right to investigate any suspicious activity or in response to any complaints or reported violations. When investigating any such activity, we reserve the right to institute a hold on your account or your funds, to report suspected unlawful activity to any appropriate regulatory or similar authority or person, and to provide such authority or person any relevant information, including personal data.
6.5.We will give you notice of any suspension or restriction and the reasons for such suspension or restriction as soon as we can, either before the suspension or restriction is put in place or soon after, unless notifying you would be unlawful or compromise our reasonable security measures.
7.1.1. While carrying out any Transactions, you may be required to provide additional supporting documents at our discretion, particularly for high-value Transactions or where necessary to comply with applicable legal, regulatory, or compliance obligations.
7.1.2. All Transaction Requests are subject to approval at our sole discretion and may be delayed, declined, or reversed to comply with applicable laws, regulatory requirements, or to mitigate fraud or financial risk. We may also impose limits on individual Transaction Amounts or aggregate Transactions over time.
7.1.3. Common reasons for refusal may include, but are not limited to:
7.1.4. We will attempt to notify you of any refusal using your registered contact information, stating (where possible) the reason and whether the issue can be resolved. We are not required to notify you if doing so would be unlawful.
7.2.1. Settlement of Transactions will be effected in real time wherever practicable. The estimated settlement time will be provided to you, and we will make reasonable efforts to ensure that the Recipient receives the funds in the notified time frame.
7.2.2. However, settlement may be delayed due to compliance verification procedures, variations in business hours, currency availability, fund sufficiency, legal or regulatory obligations, or circumstances beyond our reasonable control, including but not limited to disruptions in banking infrastructure or communication networks.
7.3.1. The applicable exchange rate will be disclosed at the time of submitting a Transaction Request and locked for eight (8) hours (the “Specified Period”) from initiation (the “Locked-In Exchange Rate”). The Locked-In Exchange Rate will apply if your funds reach our designated account within the Specified Period. If your funds are received after the Specified Period, the exchange rate applied will be the prevailing rate at the time of conversion (the "Unlocked Exchange Rate").
7.3.2. We use aggregated third-party financial data sources to determine exchange rates, and while we make reasonable efforts to align rates with mid-market rates, we do not guarantee conformity to any particular benchmark. We shall not be liable for any shortfall in the amount received by the Recipient due to currency fluctuations, delays, intermediary charges, or any condition beyond our reasonable control.
7.5.1. You may cancel your Transaction Request and receive a full refund:
7.6.1. If you initiate a dispute or reversal of a Transaction (a “Chargeback”), you are fully responsible for the amount of the Chargeback, including any associated fees, penalties, or costs. In the event of a Chargeback, we reserve the right to deduct the amount from your Account or recover it from you through other means.
7.6.2. You agree that you will only initiate a Chargeback if:
7.6.3. You further agree to provide all necessary documentation and cooperation requested by us to investigate, dispute, or resolve any Chargeback. We are not obligated to contest or defend against a Chargeback unless we choose to do so at our sole discretion.
7.7.1. We will send notifications regarding your Transactions to the email and phone number associated with your Account. You are solely responsible for:
7.7.2. You must report any Unauthorized Transactions to us as soon as practicable after receipt of any transaction notification alert for any unauthorized transaction. Delays in reporting must be justified upon request. Reports may be submitted via:
7.7.3. We shall assess any claim relating to an Unauthorized Transaction in a fair and commercially reasonable manner. You agree to cooperate fully with our investigation and, upon request, to provide any and all information we may reasonably require, including but not limited to:
7.7.4. Subject to applicable laws and regulations, we shall, upon your request and where deemed necessary for the resolution of an Unauthorized Transaction claim, disclose relevant information available to us, including transaction timestamps and details of the counterparty.We shall endeavor to complete the assessment and resolution of the claim within a reasonable timeframe and shall communicate the outcome and rationale of our findings to you in a clear and timely manner.
7.7.5. Where you do not agree with our assessment of the claim, you may proceed to commence other forms of dispute resolution mechanisms.
7.8.1. In the event that you become aware of any error, discrepancy, or unauthorized alteration in a Transaction, you shall notify us without undue delay. Such notice must include the following information in writing:
7.8.2. Reports concerning erroneous Transactions may be submitted through the Help Center or any other official reporting channel as designated by us from time to time. Such reports shall be deemed received only upon our issuance of an acknowledgment of receipt.
7.8.3. Our responsibility with respect to erroneous Transactions shall be limited to facilitating communication between you and the relevant Recipient. We do not undertake any obligation to investigate, reverse, or resolve any erroneous Transaction unless required to do so under applicable law or expressly agreed in writing.
8.1.Registering with us or opening an Account may be subject to a fee. You may also incur charges when using certain features of the Services, including but not limited to sending money, currency conversion, or receiving payments.
8.2.You will be informed of any applicable fees at the time you initiate a Transaction or access a fee-based Service. It is your responsibility to review and accept these fees before proceeding. We may withhold the processing of any Transaction or the provision of any Service until the applicable fees have been received in full. Fees may be updated from time to time in accordance with the clause titled Our Right to Make Changes.
8.3. You are solely responsible for determining, reporting, and paying any taxes that may arise in connection with your use of the Services. This includes any obligations to collect, remit, or report taxes to the relevant tax authorities under applicable law.
9.1. In accordance with applicable anti-money laundering and counter-terrorism financing (AML/CFT) laws and regulations, all Transactions conducted through our Services are subject to continuous monitoring as part of our AML/CFT compliance program. A summary of our Anti-Money Laundering and Counter-Terrorism Financing Statement is available on our Website, and our AML/CFT Compliance Guideline can be made available upon request.
9.2. To mitigate the risk of our Services being used for illicit purposes, we do not accept payments made by cash, cheque, debit card, or credit card. All funds must be received and disbursed exclusively through electronic bank transfers.
9.3. By submitting a Transaction Request, you represent and warrant that:
9.4. You agree to provide, upon request, any documents or information necessary to complete our Know Your Customer (KYC) due diligence procedures or as otherwise required under applicable law.
9.5. As a regulated entity, we may disclose personal information relating to you, your Authorized Users, Recipients, or any associated individual, where such disclosure is required in connection with compliance with AML/CFT laws and regulations. You acknowledge that any information or documentation you provide to us may be disclosed to competent regulatory, supervisory, or law enforcement authorities, whether in the jurisdiction of the origin or destination of the Transaction, as required by law. You confirm that any personal information you provide in relation to such individuals has been collected and disclosed in accordance with applicable data protection laws.
9.6. We reserve the right to delay, suspend, reject, or cancel any Transaction Request or ongoing Transaction, or to freeze or block your Account, where:
9.7. In the event that we freeze or block your Account under Clause - 9.6, we shall not be liable for any resulting loss or damage suffered by you. You agree to fully indemnify and hold us harmless from and against any claims, costs, losses, damages, liabilities, or expenses arising from such action.
9.8. We are under a legal obligation to report suspicious activities or Transactions to the appropriate authorities. In most circumstances, we are legally prohibited from informing you when such a report has been made.
Our handling of your data including the information you give us, the information we collect about you from the use of our Services, and the information we receive from other sources is guided by applicable privacy laws and is limited to what is necessary to deliver our services effectively, ensure regulatory compliance, and improve customer experience. For further information regarding the use and processing of your data, you can check our Data and Privacy Protection Policy.
By accepting these Terms, you agree to our data processing terms outlined in the Data and Privacy Protection Policy.
11.1. You may use our Website and Services solely for lawful purposes and in accordance with these Terms. Any other use is strictly prohibited unless expressly authorized by us in writing.
11.2. You may not copy, reproduce, modify, adapt, publish, transmit, publicly display, create derivative works from, sell, or distribute any part of the Website, the Services, or any related content for commercial or public purposes without our prior written consent.
11.3. You are prohibited from using any automated tools or technologies, such as bots, spiders, or scrapers, to access, extract, or index any portion of our Website or Services. You must not remove, alter, or obscure any copyright, trademark, or proprietary notices displayed on the Website or on any materials obtained from it.
11.4. All intellectual property rights, including trademarks, trade names, service marks, logos, and any other indicia of ownership displayed on the Website or in connection with our Services, are the exclusive property of Isend Pte. Ltd. or its licensors. This includes, but is not limited to, the name “Isend Pte. Ltd.” and any associated branding.
11.5. You may not use, reproduce, or distribute any of our intellectual property without our express prior written consent.
12.1. You may request to close your Account and discontinue your use of the Services at any time by following the instructions provided on our Website or App. Upon closure, you must ensure that all pending transactions are completed or cancelled and that no disputes, investigations, or obligations remain outstanding.
12.2. You must not close your Account or delete your profile in order to evade an investigation by us or any enforcement authority, or if you have a pending transaction, unresolved dispute, or outstanding obligations. If you attempt to do so, we may restrict access to your funds for a reasonable period necessary to protect our interests or those of third parties and to comply with applicable legal or regulatory requirements.
12.3. Closure of your Account does not relieve you of any responsibility or liability incurred under these Terms. You agree that you will remain liable for any charges, fees, or obligations arising prior to or in connection with the closure of your Account.
12.4. We reserve the right to suspend or terminate your access to the Services and to close your Account at our discretion, including but not limited to situations involving suspected fraud, breach of these Terms, non-compliance with applicable laws or regulatory obligations, payment failures, or changes in legal or regulatory requirements. We may do so with or without prior notice, unless otherwise required by law.
12.5. Upon termination of your Account, any remaining balance due to you may be refunded in accordance with our standard procedures, subject to applicable laws and any pending.
14.1. We reserve the right to amend these Terms at any time by publishing a revised version on our Website. Unless otherwise stated, the revised Terms will take effect immediately upon publication. Where reasonably practicable, we will notify you of material changes by email or by displaying a notice within the App or on our Website.
14.2. If you do not agree to the revised Terms, you may terminate your Agreement with us at any time by closing your Account and ceasing use of our Services (see Section 12 – Account Closure and Termination of Services). If you continue to use the Services after the changes take effect, you will be deemed to have accepted the revised Terms.
14.3. Notwithstanding the above, changes that:
14.4. Changes to exchange rates may be implemented without notice and shall take immediate effect, and you shall not be entitled to object to such changes.
15.1. You acknowledge and agree that these Terms are entered into electronically, and that communications between you and us may be conducted through electronic means. The following categories of information may be provided to you electronically, either via email, through our Website, or within the App:
15.2. You confirm that you have the necessary hardware, software, and internet access to receive, access, and retain electronic communications.
15.3. You may withdraw your consent to receive communications electronically by contacting us using the details provided at the end of these Terms. Please note that withdrawal of consent may result in the suspension or termination of your access to the Services, as electronic communication is essential for their delivery.
15.4. You are responsible for ensuring that the contact details associated with your account, including your email address and mobile number, are accurate and kept up to date. You must promptly notify us of any changes by updating your profile or account settings.
16.1. We are committed to delivering quality service and ensuring that any concerns are addressed in a fair, timely, and transparent manner. If you are dissatisfied with our services, we encourage you to follow the escalation process below.
These Terms and any claim or controversy arising out of or relating thereto, including any claim against us in connection with the Service (collectively, a “Claim”) are governed by the laws of Singapore, without regard to conflicts or choice of laws principles, whether or not you live in Singapore. Any dispute between you and us in connection with the Services and/or these Terms shall be brought in the courts of Singapore.
In accordance with our legal and regulatory obligations under applicable anti-money laundering (AML), counter-terrorism financing (CFT), and other compliance frameworks, you are required to provide certain information and supporting documents both during the onboarding process and on an ongoing basis, as reasonably requested by us.
The following categories of information and documentation may be required:
We may request additional documentation or clarification in certain cases, including but not limited to:
All information and documentation provided will be subject to verification, which may involve the use of government and private databases, third-party verification providers, and other lawful sources.
Your data will be processed and stored in accordance with our Data and Privacy Protection Policy, and treated with the highest standards of security and confidentiality as required by applicable laws and regulatory guidelines.