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FAQs

We hope that this guide helps to simplify the use of our services. If you cannot find the answer you are looking for, please contact our customer care helpline.

Question:
Do I have to pay fees or commissions for currency exchange?
Answer:
We do not charge commissions or fees. Any fees that may be charged are based on the costs of executing particular transfers and are not dependent on us.
Question:
How much do currency exchange transactions cost?
Answer:
The cost of currency exchange transactions depends on the banks in which you hold accounts. Summary of currency exchange costs.
Question:
How long do currency exchange transactions take to complete?
Answer:
We execute all transactions within 8 working hours. Remember, additional time should be added for booking the return transfer on your bank account. Most Polish banks book money transfers in real time (online). More information about booking times in particular banks can be found on the timetable for the execution of currency exchange transactions.
Question:
Why have I been charged commission for receiving a foreign money transfer?
Answer:
In the case of foreign money transfers, you may be charged with commission converted in USD (a minimum of 20 USD and a maximum of 50 USD). Commission may also be charged while making a transfer to a Polish bank (an interbank transfer is considered a foreign transfer). Learn more here.
Question:
How long does an online transfer take?
Answer:
The transfer will be booked within 30 mins. Transaction completion time is constant and may take up to 8 working hours. We make every effort to ensure that the transaction time is no longer than 60 minutes. Example: You make a transfer in EUR from an ING bank account and you wish to receive PLN to a BZ WBK account. Your transfer to us will be booked within 30 mins. Next, your transaction is accepted for execution which may take up to 8 working hours. The PLN transfer will appear on your account within 30 mins after the transaction has been completed.
Question:
Are transactions safe?
Answer:
All transactions are fully secured by the service of the largest Polish banks, which ensures a system guarantee for all financial transactions. We have an EV (extended validation) security certificate signed by Comodo - one of the leading online security brands. In addition, the PCI DSS certification confirms the fulfillment of security standards for the processing of cardholder data, as identified by major global brands, including MasterCard and Visa Download the certificate (452 kB). Key processes require authorization through the activation link sent to the user's email address. Our actions are transparent and reliable and include, among others, a financial, organizational and IT audit conducted by Grant Thornton, a global audit and advisory organization. Learn more here.
Question:
Why is a standing order a profitable solution for repayment on a loan?
Answer:
A standing order can reduce the costs of foreign currency loans. Irrespectively of the amount exchanged, a standing order rate is always more favorable than a single transaction. In addition, we initiate transactions for you and remind you that it must be paid for. A tool that fully automates the standing order is the payment order (learn more here).
Question:
Will the money be collected automatically from my bank account after clicking the ‘Transfer’ button?
Answer:
No. The money needs to be transferred by the client from their bank account. The details necessary to make the money transfer are displayed after the transaction is initiated.
Question:
Can I execute currency exchange transactions when holding accounts in different banks?
Answer:
Of course. We have enabled a crossing service, which means that those who hold accounts in two different banks can execute currency exchange transactions with us.
Question:
How can I check the currency exchange rate and what effects it?
Answer:
Our currency exchange rates depend on the amount exchanged. The rate visible on the main page can only be obtained when exchanging 50 000 units of a particular currency. The current exchange rate can be checked in the currency converter here.
Question:
How much time do I have to make a money transfer??
Answer:
You have 24 hours to make a money transfer to us from the moment of initiating the transaction.
Question:
What are the consequences of failing to settle an initiated transaction?
Answer:
If you fail to complete a transaction (a lack of payment before the deadline, which was determined in the final payment request), we will withdraw from the transaction and, according to the regulations, can charge you with a fee of up to 10 percent of the transaction value for renouncement.
Question:
Can I cancel a transaction once it has been initiated?
Answer:
A transaction, once initiated, cannot be cancelled.
Question:
What payment instructions are used with money transfers?
Answer:
The currency transfers from us to you are sent with the SHA payment instructions (the cost related to the transfer are divided into us and the recipient of the transfer).
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  Please be informed that our services in the USA will be activated in the fourth quarter of 2017. Currently, our license applications enabling us to provide money transfer services, are being verified throughout the entire territory of the United States. Our company has currently fulfilled regulatory requirements in 30 states. Meanwhile, we are continuing to make operational preparations for the launch of our services in the USA. We will be periodically updating you about our progress. Close

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Conotoxia is available in English. Polish version remains as Cinkciarz. Two brands, the same services. Coming soon to the USA (NMLS #1504617)

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