Terms and Conditions

Last updated: 30 April 2026

1. About these Terms

These Terms and Conditions ("Terms") form a legally binding agreement between you ("you", "your", "Customer") and Noble Neo Ltd. ("Neo", "we", "our", "us"), trading as Neo, a company registered in England and Wales under company number [Company No], with its registered office at [Address]. Neo is authorised and regulated by the Financial Conduct Authority (FCA) as an authorised electronic money institution for the issuance of electronic money and the provision of payment services under the Electronic Money Regulations 2011 and the Payment Services Regulations 2017 (FRN: ___).

By creating an account, sending money, or otherwise using our services, you agree to be bound by these Terms, our Privacy Policy, and any product-specific terms presented to you in-app.

2. Eligibility

You must be at least 18 years old.
You must be resident in the United Kingdom or another supported jurisdiction.
You must provide complete and accurate identity information and successfully complete our Know Your Customer (KYC) checks before transacting.
You must not be subject to UK or international financial sanctions, nor be acting on behalf of a sanctioned person or entity.

3. Our services

Neo issues electronic money and provides related payment and money-remittance services. When you add funds to your Neo account we issue you electronic money of equivalent value, held as a balance in your Neo wallet. This wallet balance is electronic money — a stored-value claim you can redeem at par (its full face value) at any time — and is not a bank deposit. It is therefore not covered by the Financial Services Compensation Scheme (FSCS). In line with the Electronic Money Regulations 2011, we safeguard an amount equal to the electronic money we have issued to you by holding it in a segregated safeguarding account, separate from Neo's own funds, so that your money is protected if Neo becomes insolvent.

You may use your wallet balance to send funds to beneficiaries domestically and abroad through our partner network. Specific corridors, payout methods, transaction limits, and fees are displayed at the point of quote and may change in line with regulatory or partner availability.

4. Account opening and verification

We are required by the Money Laundering Regulations 2017 to verify your identity before activating your account. We may request government-issued ID, proof of address, source-of-funds evidence, or other documents at any time. We may suspend or close your account if we cannot complete verification, if we suspect financial crime, or if continued service would breach our regulatory obligations.

5. Fees, exchange rates and limits

The fee and exchange rate applicable to a transaction are quoted to you before you confirm the payment. The exchange rate is set at the time of quote and is valid for the duration shown on screen. Per-customer and per-transaction limits apply; these depend on your verification level, residency, and the destination corridor.

6. Funding your transactions

You may fund a transaction using a UK debit card, Open Banking-initiated bank transfer, manual bank transfer, or any other method we make available. You authorise Neo to debit the agreed amount from your chosen funding source. If a transaction fails for reasons outside our control (insufficient funds, card decline, etc.), we will not be liable for delays.

7. Payouts and timing

Payout timing is best-effort and depends on the destination country, payout method, and partner cut-off times. Same-day payout is offered on supported corridors only. We are not responsible for beneficiary-bank delays, incorrect beneficiary details provided by you, or delays caused by sanctions screening.

8. Cancellations and refunds

You may cancel a transaction before it is sent to the payout partner by contacting support. Once a transaction is in flight or has been credited to the beneficiary, cancellation is at the discretion of Neo and the partner network and is not guaranteed. Refunds are returned to the original funding source.

9. Your obligations

Keep your login credentials, including any one-time passwords, confidential.
Notify us immediately at support@nobleneo.com if you suspect unauthorised access to your account.
Do not use the service to fund illegal activity, terrorism, or any transaction prohibited by applicable law.
Provide accurate beneficiary details — Neo is not liable for funds paid to an account that matches the details you supplied even if you intended a different recipient.

10. Suspicious activity and reporting

Neo monitors transactions for fraud, money laundering, terrorist financing, and sanctions evasion. We may delay, refuse, freeze, or reverse transactions where we reasonably suspect financial crime, and we may report such activity to the National Crime Agency (NCA), the FCA, or other competent authorities without notifying you, as required by law.

11. Liability

Nothing in these Terms limits or excludes our liability for fraud, death or personal injury caused by our negligence, or any liability that cannot be excluded under UK law. Subject to that:

We are not liable for any indirect, consequential, or special losses.
Our maximum aggregate liability for any claim arising out of or in connection with a transaction is limited to the amount of that transaction.
We are not liable for losses caused by events outside our reasonable control (force majeure, partner outage, regulatory action).

12. Complaints

If you are unhappy with our service, please contact us at complaints@nobleneo.com. We will acknowledge your complaint within three (3) business days and provide a final response within fifteen (15) business days, in line with FCA DISP rules. If you remain dissatisfied, you may refer the matter to the Financial Ombudsman Service (FOS) at www.financial-ombudsman.org.uk.

13. Changes to these Terms

We may amend these Terms by giving you at least two (2) months' notice via email or in-app message. If you do not accept the changes, you may close your account before they take effect. Continued use after the effective date constitutes acceptance.

14. Termination

You may close your account at any time. We may suspend or terminate your account immediately if you breach these Terms, if we reasonably suspect financial crime, or if continued service would breach a legal or regulatory obligation. Termination does not affect rights or liabilities accrued before termination.

15. Governing law

These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales, save that you may bring a claim in the courts of the country where you reside.

16. Contact us

Noble Neo Ltd., [Address]. Email: support@nobleneo.com. FCA reference: ___. Companies House registration: [Company No].