The services described below will be provided in accordance with these terms and conditions, which set out our obligations as a supplier, your rights and obligations as a customer, as well as information on how to reserve currency for collection at our offices. 

Our Privacy Policy  will also apply to the protection of your personal data.

The owner of this website is GLOBAL EXCHANGE SUISSE, S.A.R.L. (hereinafter "Global Exchange"), an entity with registered office at route de l'Aéroport 21, 1215 GENÈVE, SUISSE.

This company is registered in the Trade and Companies Register. Tax identification number: CHE-361.397.159.

The conditions of use of the GLOBAL EXCHANGE SUISSE, S.A.R.L. (Global Exchange) websites can be consulted in the Legal Notice.

 

I - BOOKING WITH OFFICE PICK-UP: CONDITIONS.

With this service, Global Exchange offers you the possibility of reserving the desired currency for subsequent collection and payment at our offices ("reservation with office collection").

 

1. MAKING RESERVATIONS.

Reservations can be made by telephone on the freephone number (+41) 22 717 8350 or on our website: https://www.global-exchange.ch Reservations via the website can be made in French, English and Spanish.
Only certain currencies are kept in physical stock, so bookings must be made in accordance with the currencies available. The website will inform, next to each coin request, of the estimated collection time depending on the availability of the coin and the place of collection.
For reservations to be made, the customer must provide valid identification, as well as an email address and telephone number so that Global Exchange can contact the customer and deliver the reservation properly.
Bookings may be subject to a maximum value per month, quarter and calendar year.

 

2. EXCHANGE RATES, FEES AND CHARGES.

At the time of making a reservation with collection at exchange offices, the user will be informed by telephone or on the website screen of the estimated sale price, which is a variable concept depending on the chosen collection office, commissions and expenses. The reservation will be paid for at the office indicated on the day of collection.
It should be borne in mind that the entities authorized to exchange currency are not obliged to apply official exchange rates, and may apply a commercial margin and/or commissions.

 

3. FORMS OF PAYMENT.

The full amount of the booking shall be paid in cash or by credit card, if this means of payment is available, at the office chosen by the user on the day selected by the user.

 

4. BOOKING CONFIRMATION.

Once the booking has been made and accepted by us, the user will receive a confirmation e-mail, which will specify the details of the operation requested, estimated price, expenses and commissions, method of payment, office and day and time of collection.
In the event that the booking is not accepted by the user, no liability will arise for the user.

 

5. BOOKING COLLECTION.

The booking will be available for collection at the office and on the day indicated in the confirmation email.
The booking will only be delivered to the person who made the booking, for which the customer must provide valid identification. 
Obtaining the reservation will be subject to compliance with the due diligence and internal control measures applicable in compliance with the Prevention of Money Laundering and Terrorist Financing regulations.

 

6. QUALITY ASSURANCE.

Global Exchange guarantees that the currency provided is of the highest quality and corresponds to the legal tender in the issuing country.

 

7. CANCELLATION AND REFUND POLICY.

1. Cancellations

The user may cancel a booking before the chosen office pick-up date has expired. In no case will we charge the user anything.
In order to cancel a booking, the user must contact Global Exchange customer service as soon as possible on the telephone number (+41) 22 717 8350 and provide the booking number.
In any case, Global Exchange will understand that you have cancelled your reservation if you do not show up on the pick-up date indicated, or within the following 15 calendar days.

2. Refunds

Once the reservation has been collected, the client will have 15 calendar days to proceed to its return. Only the full amount of the operation and the same tickets that were delivered, identified by their serial number, will be accepted for refund. To make a refund, the customer must go in person to any of our exchange offices in Switzerland and provide the original receipt for the exchange transaction. The refund can only be made by the holder of the exchange transaction, presenting the same identification document used in the exchange transaction.
After checking that the serial numbers of the banknotes match those of the recording of the transaction made by the customer, Global Exchange will proceed to refund the corresponding amount. The refund of the amount paid will be made in cash.

 

II - COMPLAINT PROCEDURE.

1. Complaints: How we handle your complaint

We want all customers to be happy with the service we offer but always welcome feedback if that is not the case. If you do have cause to complain we will do everything we can to resolve matters quickly and to our mutual satisfaction.

Making a compliant:

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

Alternatively, you can contact us in the following ways:

• By Telephone: 0800 00 83 50 (or (+41) 22 717 83 50 calling from outside Switzerland)
• By contact form: our contact form
• By Post: Global Exchange Client Support Team: Route de l’Aéroport 21, Case postale 364, 1215 Genève 15 Aéroport
• By our website https://www.global-exchange.ch/en/home

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)

2. Complaint time limits

All complaints must be investigated and addressed 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. Should the complaint require additional time to investigate, we will acknowledge receipt of the complaint and indicate when you are likely to get a reply.
3. If the complaint is not resolved, after a maximum of 30 days, the complainant will receive a written communication.  This must explain to the complainant in a way that is clear, fair, and not misleading, the firms’ assessment of the complaint, its decision and any offer of remedial action or redress.

If you remain dissatisfied with the way your compliant has been addressed, additional information about how you can pursue complaints can be found on the Website of the Federal Bureau of consumption (BFC) available in German, French & Italian.

https://www.konsum.admin.ch/bfk/fr/home/das-bfk.html

The site offers a contact form & helpline: +41 (0)58 462 2000 9:30 to 11:00 Monday to Friday

 

3. Record keeping

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

GLOBAL EXCHANGE SUISSE, S.A.R.L., February 2023.