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Terms and conditions

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LEGAL TERMS & CONDITIONS

The services referred to in these legal conditions will be provided according to these legal terms and conditions, which set out our responsibilities as a provider and your rights and responsibilities as a customer, as well as information relating to reserving currencies for collection in branches.

Our Privacy Policy will be also applicable for the purpose of the protection of your personal data.

This website is operated by GLOBAL EXCHANGE DENMARK APS (hereinafter “Global Exchange”) a limited company incorporated in c/o Københavns Lufthavn, Terminal 3, 2. sal, Lufthavnsboulevarden 6, DK-2700 Kastrup with Tax identification number 37306924. This company is registered at the Financial Supervision Authority with the number X18-AE-44-LD.

The terms of use of the websites of GLOBAL EXCHANGE DENMARK APS (Global Exchange) can be consulted in the Legal Notice.

I.- ONLINE BOOKING WITH IN-BRANCH COLLECTION.

With this service, Global Exchange, offers you the possibility to reserve the desired currency in order to be able to withdraw it and pay for it in our branches ("booking with in-branch collection").

1. BOOKING PROCESS.

Bookings can be made via telephone, by calling the freephone number +45 75 354 440 or on our website: www.globalexchange.dk.

Bookings through the website can be made in Spanish or English.

Only certain currencies are kept in physical stock, and so bookings can only be made for those available. An estimated time of collection depending on the availability and the place of collection will be given on the website for each currency request.

In any case, the customer must provide a valid ID, as well as an email address and telephone number to enable Global Exchange to contact him/her and duly deliver the booking.

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

2. EXCHANGE RATE, FEES AND EXPENSES.

When placing a booking for in-branch collection, you will be informed by telephone or online about the estimated exchange rate (price), which is variable depending on the chosen collection branch, fees and expenses. The booking will be paid in the indicated branch on the day of collection.

Additionally, in our offices, complementary services such as travel insurance, theft of money, etc. may be offered to the client.

It should be borne in mind that entities authorized to exchange currencies are not obliged to apply official exchange rates and may apply a commercial margin and/or fee.

3. PAYMENT METHOD.

The amount of the booking will be paid in full, in cash or by card, if this means of payment is enabled, in the chosen branch on the day selected by the user.

4. BOOKING CONFIRMATION.

Once you have placed a booking for in-branch collection, and after we have accepted it, you will receive a confirmation email with the details of the transaction specifying: the approximate price, additional expenses, the method of payment, the collection address and day and time slot for collection.

In the event that the booking is not accepted by the user, no liability will arise for the user.

5. BOOKING COLLECTIONS.

The booking will be available to pick-up in the branch and on the day indicated in the confirmation email.

The booking will be delivered only to the person who made it, and so the customer must provide a valid ID.

Booking collections will be subject to compliance with the measures of due diligence and internal control applicable in compliance with the Prevention of Money Laundering and Funding of Terrorism Regulations.

6. QUALITY GUARANTEE.

Global Exchange ensures that the currency provided is of top quality and corresponds to the currency in force in the issuing country.

7. CANCELLATION AND REIMBURSEMENT POLICY.

1. Cancellations:

The user may cancel a booking before the chosen pick-up date at the branch has expired. In no case will we charge the user.

To cancel a booking, the customer must contact Global Exchange’s Customer Service at +45 7535 4440  as soon as possible, and provide us with his/her booking number.

In any case, Global Exchange will deem the booking as cancelled if the user does not appear at the agreed branch on the pick-up date, or within two days

2. Returns:

Once the booking has been collected, the customer will have 15 calendar days to return it. We will only accept returns of the full amount of the transaction and the same tickets that were issued, identified by their serial number. make a return, the customer must go to any of our exchange offices in Denmark, and provide the original receipt of the exchange transaction.

Returns can be only requested by the person who made the currency exchange transaction, and the person in question will need to provide the same ID document that he/she used for the exchange transaction.

After verifying that the serial numbers of the banknotes match those from the transaction, Global Exchange will refund the corresponding amount. The amount will refunded through the same means as the payment used for the initial transaction.

II.- CUSTOMER SERVICE

How Your Complaint is Being Handled

Global Exchange Denmark always tries to give the best customer service possible and always welcomes your valuable feedbacks. However, if such a circumstance occurs where you do have a cause to complain, we will do everything in our power to resolve matters quickly and effectively to our mutual satisfaction.

 

Making a Complaint

As a first step, you should try to solve the situation with our Supervisor / Onsite manager who will try to resolve any concerns you may have as quickly as possible.

Alternatively, you can contact us in one of the following ways:

  • By Telephone: 32712242 (or +45 32712242 if calling from outside Denmark) Monday to Friday 9.00 a.m. to 6.00 p.m
  • By Email: customerservicedenmark@globalexchange.dk
  • By Post: Global Exchange Denmark ApS, Copenhagen Airport, Terminal 3, 2nd floor, office 85, Lufthavnsboulevarden 6, 2770 Kastrup, Denmark-Denmark 
  • By our website: https://www.globalexchange.dk

Please for the sake of agility, we encourage using the email or web form from our website. Please note that any complaint started by telephone shall be followed and managed afterwards by email, for data security reasons.

In the Complaint, the following information should be included:

  • Your Name and surname
  • Telephone Number
  • Email address.
  • Copy of the transaction receipt (if any)
  • A brief background

 

Complaints time limits

All complaints must be investigated and resolved within the time limits detailed below:

  1. A response and acknowledgement must be prepared and sent to the client as quickly as possible and no later than five days after receipt.
  2. The letter must explain to the complainant in a way that is clear, fair, and not misleading, the firms’ assessment of the complaint, its decision (if one has been reached within the five days), and any offer of remedial action or redress.

 

The public consumer complaints system

Customers may be entitled to refer their complaint, subject to eligibility, to the public consumer complaints system. The complaints must be logged in Nævnenes hus.

  • https://naevneneshus.dk/
  • Contact- Nævnenes Hus
  • Reception – Monday to Friday 10:00-15:00
  • +45 72405600 - phone lines are open between 9:00-15:00, Monday to Thursday and 9:00-12:00 on Friday.

 

A compliant can also be made through the compliant portal of Nævnenes hus. You are required to log in with NemID before stating to file a complaint.

You can also contact the EU Commission’s portal for handling complaints. This is of particular importance if the user is a consumer residing in another EU country. The complaint can be submitted through the following link: http://ec.europa.eu/odr . When submitting a complaint, you must inform Global Exchanges via the customer service form.

Please note Global Exchange Denmark Aps is subject to the legislation in Denmark with regard to currency exchange and other related activities carried out in connection with currency exchange, such as the Act no. 380 of 2 April 2020 (as amended from time to time) and the Danish Financial Supervisory Authority's Guidance Paper of October 2018 on the Danish Anti-money laundering Act.

 

Record keeping

Accurate records shall be maintained to allow Senior Management to adequately monitor the level and types of complaints that have been received. All complaints shall be retained together with the measures taken for their resolution for five years from when the complaint was first made.

 

III.- PERSONAL DATA COLLECTION.

This section contains the Privacy Policy that we apply to your Personal Data.

 

CONTROLLER 

Global Exchange Denmark ApS

TAX ID CODE

37306924

REGISTERED OFFICE

c/o Københavns Lufthavn, Terminal 3, 2. sal, Lufthavnsboulevarden 6, DK-2700 Kastrup

EMAIL

Form

PURPOSES OF PROCESSING

- Contractual purposes.

- Commercial purposes.

RECIPIENTS

- Data processors located in EU or outside the EU with adequate safeguards.

- Other targets, as mandated by law.

LEGAL BASIS

Performance of the foreign currency sale and purchase contract.

RIGHTS

Access, correct or delete the data, as well as other rights, as explained in the additional information.

ADDITIONAL INFORMATION

For more information, please refer to our Privacy Policy.

 

© GLOBAL EXCHANGE DENMARK APS. MAY, 2019.

At Global Exchange we specialise in currency exchange services:

  •   325 branches in 22 countries
  •   More than 2,500 employees
  •   More than 8 million Customers a year
  •   More than 22,000 transactions a day
  •   Rendering services 24/7