Terms and Conditions
Last Modified: 22nd August 2025
Who We Are and What We Do
Prune Payments Limited is a UK company incorporated and licensed under the laws of the United Kingdom, (company number 07762021) with its Registered Office at 35-37 Ludgate Hill, Office 7, London, England, EC4M 7JN. We are an entity committed to providing seamless money transfers and aim to ensure that regulatory compliance is at the fore of our existence through strict adherence to International regulations. Resultantly, we are authorized and regulated by the Financial Conduct Authority ("FCA") as an Authorized Payment Institution (firm reference number 670226). This license enables us to open multiple doors to opportunities across International borders. We have a presence in the UK, across Europe and even Africa.
Our API license can be viewed on the FCA register at: https://register.fca.org.uk/s/firm?id=001b000000k208LAAQ
Please note that by using our mobile application, visiting our website and accessing the information, resources, services, products and tools we provide for you, it is deemed that you agree to use these resources only for the purposes intended as permitted by:
- These terms of use
- Applicable laws
- Regulations
- Generally accepted online practices or guidelines
Language & Information
The language of any agreement between Prune Payments Limited and its users (including these Terms of Use and our Privacy Policy) is English. Consequently, all transactions, payment instructions and services carried out, will be in English. Upon registering for a Prune account, the terms of use will be made available to you within the mobile application or on our website.
Information on These Terms
Why you should read these terms
They explain your responsibilities to Prune and our responsibilities to you. These terms explain how and when these terms can be terminated and the extent of Prune's liability to you.
How to accept these terms
You are deemed to have accepted these terms once you click on the button 'Create an account' upon registration on the Prune Mobile Application and/or any of our products. You can also accept our terms of use by ticking the relevant box online upon registration on the Prune website.
Your obligation to Prune upon your acceptance of our terms of use
By accepting these terms, you agree to abide by these terms and pay Prune the necessary fees for services rendered. You are also responsible for providing accurate and complete information for transactions.
When these terms come into force and when they end
These terms come into force when you have accepted them and we have onboarded you as our client, or as otherwise advised, and shall remain in force until terminated.
Prune's Obligations to You
Once you have agreed to these terms and are onboarded as a client, Prune's obligations to you will be as follows:
Service and support availability
We will make every reasonable effort to ensure that our services are available to you except during scheduled maintenance and unforeseen outages. Where issues present, we will provide you with customer support to assist you with any issues or questions you may have. Support will be available through multiple channels including email, phone, during designated support hours.
Remittance services
We will provide you remittance services enabling you to transfer money internationally through our mobile app.
Transaction processing
We will process your transactions accurately and promptly, subject to compliance laws and regulations.
When These Terms Apply and How They Change
The terms of use are effective from the point you agree to them. The terms & conditions are conducted for an indefinite period and will continue to apply until terminated by you or us.
We reserve the right to change our terms of use without notice by posting updated versions of this user agreement on our website or on our Prune mobile application. You acknowledge and agree that it is your responsibility to review this user agreement periodically to familiarize yourself with any modifications. As such, your continued use of our mobile application or website after such modifications will constitute your acknowledgment and agreement of the modified terms of use. For the purpose of these terms, any reference to "we", "us", "our", "Prune" and/or any similar terms shall be construed as reference to Prune Payments Limited.
Your Liability and Authorisations
You are responsible for understanding and complying with these terms of use. We may suspend or terminate your account if:
- We have reason to believe that you are in breach of any part of these terms of use
- We suspect or have reason to believe that your account or card is being used in a fraudulent manner
- We are concerned about the security of your account and/or card
- We need to do so in compliance with relevant regulations, law(s) and crime prevention purposes
- The transaction would breach the limits applicable to your account and/or card
It is your responsibility to keep Prune updated of changes to your information including but not exclusive to your email address and mobile numbers. Failure to do so may result in us being unable to contact you regarding your account with us.
You agree to indemnify us, our partners, agents, sponsors, service providers and their group companies from the costs of any legal action taken to enforce this agreement, including these terms of use and/or any breach of these terms by you.
Governing Law and Disputes
The laws of England and Wales apply to this Agreement. As such, if a disagreement ensues and you wish to take legal action against us in court, only the courts of the United Kingdom can deal with a dispute between us in connection with this agreement and our services.
No Third Party Rights
Only you and we, Prune, have any rights under the Agreement. This Agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 (or any other equivalent legislation).
Waiver
If this agreement is broken by you, our failure or delay in the enforcement of our rights will not prevent us from enforcing those or any other rights at a later date.
Transfer of Rights
We may transfer or assign this agreement and/or any of our rights under this agreement at any time without your consent. However, you may not transfer any of your rights or obligations under this agreement to anyone else.
Entire Agreement
These terms constitute the entire agreement between you and us. It replaces any earlier understandings, agreements, or discussions between you and us about the subject matter of this agreement, use of our Prune mobile app and/or our services.
Severability
If any provision or part-provision of these terms of use is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of the terms of use in any way.
Remedies
The rights and remedies provided under these terms of use are in addition to and not exclusive of any rights or remedies provided by law.
Main Characteristics of Prune's Service
Prune's services allow you to:
- Convert funds from one currency to another
- Send international remittances to Recipients in Destination Countries
- Send money, in various currencies, to accounts belonging to other persons (for example your friends and family)
- Interact with Prune in relation to your account
- See transactions that you have carried out via the app
- See payments and your transaction history using the app
The Prune App
What the app is all about
The app is Prune's mobile application where you can, among other things: view the amount and currency of money held in your account with Prune; send money in your account(s) to other account(s), if any; view the details of money you have exchanged and payments you have executed; and request your monthly statements.
How to access the app
You can access the app by downloading it onto your phone from your usual app provider (from the Apple App Store or Google Play store). To use Prune's mobile app, you need at least iOS version 12 minimum or Android version 5.0 minimum. Please note that updates to the Prune mobile App may be issued through App Store or Google Play Store. Depending on the update, you may not be able to use our Services via the App until you have downloaded the latest version.
How to Make a Payment Using the App
You can make a request for money in your account to be sent to another account via the app by following the instructions on the app, which will include inserting the following details:
- The amount of money in the currency of your account you wish to make the payment from
- The currency of the money you wish to send to the beneficiary account
- The name of the person or company you want to send the money to
- The payment account's details or such other information Prune may request
- The payment method will be selected; either via bank transfer/open banking or by card
- The app PIN will be entered to authorize the transaction
If the currency of the money you wish to send to the beneficiary account is different to the currency you are making the payment from then Prune will carry out a foreign exchange transaction for you at the foreign exchange rate set out in the app prior to sending money in the exchanged currency to the beneficiary account.
Can you set up a payment to be made at a date in the future?
No, you can only ask Prune to make payments for immediate execution.
Can you cancel a payment once you have asked Prune to execute it?
Prune aims to settle transfers to beneficiaries immediately depending on the location and typical settlement time in that country. This means that where the transaction is not yet processed because we are awaiting funds from you, a cancellation request can be made. In the absence of a yet-to-be-processed transaction where we await funds from you, your transfers are typically not cancellable or refundable. If you believe that you sent a transfer in error, you must contact us within thirty (30) minutes after you initiated the transfer at info@prunepayments.com. When you do this, we will attempt to recall the transfer. However, we may be unable to do so if the transfer has already been credited to your beneficiary's account or if your beneficiary has already withdrawn or moved the funds.
How long it will take for the money to arrive
The relevant regulations require us to let you know the maximum times (as set by law) it should take for money to arrive with the beneficiary's payment service provider from the date you instruct Prune to make a payment. Please note that it may take much less time for your money to reach the beneficiary's payment service provider. However, some transactions may take longer, if for example, the service provider of recipients need to undergo enhanced anti-money laundering checks. Therefore, the time span we may quote on our mobile application or website should be seen as a rough estimate of the normal or average service time and not necessarily a guarantee of the transfer time span.
Information Prune Requires When Onboarding You
Prune requires documentation and information from you in order to comply with its legal and regulatory obligations. The information we require to open an account for you are as follows:
- Your full name
- Your date of birth
- Your gender
- Your mobile phone number and/or email address
- Your residential address
However, it is important to note that we may, at any point, require additional documentation and information from you during the lifetime of your transactions or these terms.
How Your Money Is Protected
The law requires that we protect your money and we aim to do this by placing it in dedicated client money bank accounts that we hold with large commercial or central banks. It is important to note that client money accounts keep your money separated from our own money. Also, the types of banks we can use are determined by the relevant regulations. This is often referred to as "safeguarding". Thus, the money we hold on your behalf will always be safeguarded.
Definitions
App:
Means the "Prune" mobile application, which is available on Google Play and the App Store.
Beneficiary:
Means the person who will receive money, if you execute a payment using the Prune app.
Beneficiary account:
Is the account belonging to the beneficiary.
Electronic money:
Means an electronic alternative to money. When you send Prune money, Prune will credit your account. The balance of your account will be backed by an equivalent amount of money which Prune holds in its safeguarded accounts.
Money:
When 'money' is referred to in these terms, this refers to money (as you would normally understand it) and electronic money stored in your account.
Payment:
Means us sending money from your account to another payment account.
Payment account:
Means any type of account that can hold money, including a bank account and an electronic money account.
Accepted Payment Methods:
Means a payment by bank transfer, card payment or by any other payment method that is accepted by us.
Application Form:
The application form provided by us, pursuant to which you apply for the provision of Prune's services.
Applicable Law:
Means any applicable statute, regulation, regulatory requirement, by law, ordinance, subordinate legislation or other law (regardless of its source) or mandatory guidance or code of practice, Card Network Rules, judgment of a relevant court of law, or sanction, directive, order or requirement of any relevant Regulatory Authority.
Authorized User:
Means any individual authorized by you to operate the Services and have access to Prune Accounts and/or the Prune Platform on your behalf.
Business Day:
Means a day other than a Saturday, Sunday or bank or public holiday in England on which banks are open for normal banking business in London, United Kingdom.
Card:
Means virtual, one-time and standard physical debit cards issued by a Third Party Supplier to enable you to make payments, initiate transfer instructions and access funds in your Prune Account.
Consumer:
Means an individual who is acting for purposes other than a trade, business or profession.
Destination Country:
Means the country in which the recipient receives money or Digital Content through a Service.
EEA:
Means the European Economic Area.
Exchange Rate:
Means the Prune foreign currency exchange rate for buying or selling the relevant currencies, as set by Prune and notified to you (and displayed on the Prune Platform).
GMT:
Means Greenwich Mean Time.
Fees:
Means the fees, charges, commissions, duties or other payments as described in these General Terms that are due from you to us.
Payment Instruction:
Means an instruction from you requesting us to make a Transfer either from your account or by way of a one-off money transfer.
Payment Method:
Means a valid method of payment (including but not limited to a debit card or the Wallet) used to fund a Payment Instruction, to load funds onto the Wallet or to pay for Digital Content.
Payment Services:
Means arranging the execution of transactions on your Prune Account(s) and providing foreign currency exchange services, allowing you to convert money you hold in one currency into another available currency as part of making payments to other Prune Account(s) and/or third parties.
Prune Platform:
Means an online platform, accessible via a website or application operated by us, where you may access and review your Prune Account(s), communicate with us, and submit instructions in relation to our services.
Regulations:
Means the Payment Services Regulations 2017.
Regulatory Authority:
Means a regulatory authority with jurisdiction over one or both of the parties in relation to the provision or receipt of the Services or performance of the parties' obligations under this Agreement.
Services:
Means arranging the provision of the Prune Account(s), the execution of instructions in relation to the Prune Account(s), the Card Services, the Payment Services and any other services that we may provide to you from time to time.
Third Party Supplier:
Means a third party with whom we arrange to provide services to enable the provision of the Services to you.
Transaction:
Means a transfer of funds to/from your Prune Account by means of instructions submitted via the Prune Platform.
Regulator:
The Financial Conduct Authority which is located at 12 Endeavour Square, London, E20 1JN or any authority, body or person having, or who has had, responsibility for the supervision or regulation of any regulated activities or other financial services in the United Kingdom.
SEPA:
Single Euro Payments Area scheme, which allows payments to be made in euros within the EEA.
Data Protection
Purpose of Data Collection
On some occasions, foreign laws and regulations may require the identification of a person placing an order and its beneficiary. Thus, you agree that it may be necessary to disclose information regarding you and your representatives to public authorities, third parties and/or banks. As such, your acceptance of these terms will be deemed as your express instruction for us to transfer such data. Your acceptance will also be deemed to mean that you understand that we may communicate information concerning you to third parties where such communication is required by any applicable law or a Competent Authority.
International Data Transfer
The authorities of certain foreign authorities and countries may request access to data. This is done to prevent fraudulent activity and many other reasons. Consequently, the implication of your acceptance is that you consent to your data or information to be communicated to any relevant third parties connected to the performance of the services. This may be located in the United Kingdom or abroad. This means you accept that such items of information may be subject to processing outside the United Kingdom and you hereby consent to all data transfer authorizations set out in these terms of use on behalf of your representatives and beneficial owners.
Retention Period
We will retain your personal data only for as long as is necessary for the purposes set out in these terms and to comply with legal and regulatory requirements. When we no longer need to use your personal data, we will securely delete or anonymize it.
Indemnification
You agree to indemnify and hold us harmless from and against any and all liabilities arising in relation to any and all data transfers set out in this Agreement, including with respect to claims by representatives and beneficial owners that they have not consented to those transfers of data.
Force Majeure
Any party to this agreement shall not be considered to be in default of its obligations under circumstances where the performance of its obligations under these terms of use are prevented, hindered, made impossible or delayed by circumstances beyond its control (a "Force Majeure Event"). A Force Majeure Event includes each or any combination of:
- War, civil war, sabotage or riots, revolution and terrorism
- Natural disasters such as storms, earthquakes, floods and/or lightning
- National or international curfews, nationwide lockdowns, epidemics, pandemics or compulsory quarantine
- Fires, explosions and/or destruction of plant, machinery
- Power failures, telephone network failures for telephones, crime and urgent evacuations
- Strikes and labour disputes of all kinds (except in case of each party's employees)
- Failure to perform by suppliers, sub-contractors, assignees, contractors or any other party who enters into an arrangement with us in respect of the provision of services
A party claiming relief under this provision due to a Force Majeure Event shall promptly notify the other party and keep the other party fully informed of all matters relevant to the Force Majeure Event, and take all reasonable steps available to it to minimize the effects of the Force Majeure Event (including by following its own business continuity plan and/or disaster recovery procedures, where applicable).
Complaints and Dispute Resolution
It is of utmost importance to us that we provide excellent customer service for all our customers. If we fail to meet your expectations with regards to how we resolve your complaints, we hope you give us the opportunity to make things right. Your first point of call for the resolution of any issues should be our customer service team.
If you have any complaints about us, our services and/or the manner in which we have provided them, kindly contact us via email to info@prunepayments.com
If you are not satisfied with the way we have handled your complaint, you reserve the right to lodge a complaint to the Financial Ombudsman Service. The Financial Ombudsman Service can be contacted through the following means:
Phone: +44 300 123 9 123 or +44 800 023 4567 (Mon–Fri 8am–8pm, Sat 9am–1pm)
Email: complaint.info@financial-ombudsman.org.uk
Online: https://help.financial-ombudsman.org.uk/help
Termination of the Agreement
This agreement continues until it is terminated by either you or us. You can end this agreement free of charge and at any time. However, you must contact us in writing via email using the details in the "Contact Us" section on the Prune app or the "About Us" section on the Prune website. Therefore, on termination of the agreement, these terms of use will automatically terminate. This means your Prune account will be closed and any cards issued to you will be cancelled. As such, you will no longer be a client of Prune and will therefore be unable to use the mobile app.
Prune Payments Ltd is an Authorised Payment Institution, authorised by the Financial Conduct Authority under the Payment Service Regulations 2017 (670226) and a licensed money transmitter registered with HM Revenue & Customs (XBML00000150442). Incorporated in England and Wales in 2011 (company number 07762021). Registered address: 35-37 Ludgate Hill, Office 7, London, EC4M 7JN, United Kingdom.
2026 Prune Payments Ltd. All rights reserved