The Western Union Money Transfer Service is provided to you by Joint Stock Company Bank of Georgia located at 29a Gagarin Street, 0160, Tbilisi, Georgia (“Bank”) in conjunction with Western Union Financial Services, Inc., an American company (for money transfers from the United States, Canada, and Mexico, and for commercial services transactions) and Western Union International Limited, an Irish company (for all other transactions) (both jointly referred to as “Western Union”), through a network of authorized Western Union Agents or partners or representatives (“Agents”).
Western Union® Money TransferSM transactions can be sent online from Bank’s website or Bank’s mobile application and picked up at most Western Union® Agent locations worldwide.
Regular money transfers are usually available within minutes for pick up by the receiver, subject to the opening hours of the receiving Agent’s location. The Next Day/2 Day and account-based money transfer services are available upon request to limited countries. The money sent using the Next Day/2 Day money transfer service will be available for collection after 24 and 48 hours respectively. Account-based transfers generally take 3 business days, though transfers to mobile wallets are often available within minutes. Exceeding amount limitations, regulatory restrictions or other restrictions in certain countries may delay the transaction. Western Union does not act as the agent or representative of any bank for any purpose and does not accept deposits on behalf of any bank.
Money transfers will normally be paid in cash, but some Agents will pay by cheque or a combination of cash and cheque or may offer to the receiver, where available, other ways to receive funds (credit or debit cards). Bank and some Agents may offer to pay out money transfers to accounts. All cash payments are subject to availability, receivers showing documentary evidence of their identity and providing all details about the money transfer required by Western Union, including sender’s and receiver’s names, country of origin, approximate sum and any other conditions or requirements applicable at the Agent location, for example the money transfer control number, which is mandatory for payout in some countries. The sender authorizes Western Union to honor the receiver’s choice of method to receive funds even if it differs from the sender’s choice. Cash money transfers shall be paid to the person that Agents deem entitled to receive the transaction after verification of identity through examination of identification documents. Such payment can be made even when the form filled out by the receiver contains errors. Neither Western Union nor its Agents carry out a comparison of the “To Send Money” form against the “To Receive Money” form to verify the address given for the receiver. In some destinations the receiver may be required to provide identification, a test question answer or both to receive funds in cash. Test questions are not an additional security feature and cannot be used to time or delay the payment of a transaction and are prohibited in certain countries.
Applicable law prohibits money transmitters from doing business with certain individuals and countries. Western Union is required to screen all transactions against lists of names provided by the governments of the countries in which we do business, including the US Treasury Department’s Office of Foreign Assets Control (OFAC) and the European Union. If a potential match is identified, Western Union researches the transaction to determine if the name matched is the individual on the relevant list. On occasion, customers are required to provide additional identification or information, delaying transactions. This is a legal requirement for all transactions processed by Western Union (inclusive of transfers that originate and terminate outside of the US).
TRANSFER FEES
Written information explaining the fee charged by Bank to the sender for making a money transfer will be shown to the sender prior to completion of the payment order. Unless applicable law in the destination country requires otherwise, the sender will bear all fees for the money transfer. In certain cases, payment of a money transfer may be subject to local taxes and service charges
FOREIGN EXCHANGE
Money transfer payments will normally be made in the currency of the destination country (in some countries payment is available only in U.S. dollars or other alternate currency). In addition to the transfer fee applicable to each transfer and if the currency which the sender pays to Bank is not the currency to be received by the receiver, all currency is converted at Western Union’s then current rate of exchange. The currency will be converted at the time of transfer and the receiver will receive the foreign currency amount shown to the sender. In a few countries local regulations require the currency to be converted at the time the receiver is paid, in which case the exchange rate and any amounts shown to the sender may be subject to exchange rate fluctuations between the time of transfer and the time the receiver collects the funds. Western Union and/or its partner calculates its rate of exchange based on commercially available interbank rates plus a margin. Most rates of exchange are adjusted several times daily in line with the relevant closing rate of global financial markets. The exchange rate applied may be less favorable than some publicly reported commercial exchange rates used in transactions between banks and other financial institutions. Any difference between the currency exchange rate offered to customers and the currency exchange rate received by Western Union will be kept by Western Union (and, in some instances, its Agents) in addition to the transfer fees. Additional information about exchange rates for specific destination countries can be obtained from Bank’s website or Bank’s mobile application.
Sending and receiving in countries that provide payment in multiple currencies: Senders must select the currency of payment at the time the send money transaction is made. The transfer fee and the money Western Union (or its Agents, partners, mobile phone or account provider) makes when it changes the funds into foreign currency may vary based upon the payment currency selected. In some countries it is possible to decide to receive the funds in a currency different from the one that the sender selected. Western Union (or its Agents, mobile phone or account provider) may make additional money when your funds are converted into the currency selected by the receiver.
SPECIAL SERVICES
TELEPHONE NOTIFICATION
Telephone notification to the receiver that the money transfer is available for pick up is offered in most countries for an additional fee. MESSENGER DELIVERY of a cheque or a bank draft is available in some countries to selected destinations for an additional fee. SUPPLEMENTAL MESSAGES may be included for an additional fee with money transfers sent to most countries.
SMS
Where available, Western Union offers free SMS notification to indicate that the transaction has been collected by the receiver (for the sender) or that funds are available for collection (for the receiver). Charges applied by the service provider are the exclusive responsibility of the sender or receiver. If permitted by applicable law, the SMS will be sent to the sender’s and/or receiver’s mobile number. Western Union will send SMS messages to a third party gateway for delivery. Western Union is not responsible for undelivered SMS or technical malfunctions that occur outside of its proprietary systems.
ACCOUNT BASED TRANSFERS – MOBILE MONEY TRANSFR (MMT)
Where available, the receiver may incur additional fees for receiving the sender’s funds through a mobile telephone or to a bank or other account. Transfers should be sent to a local (receiver) currency account, otherwise the receiving institution may convert the funds at its own exchange rate or reject the transaction. The receiver’s agreement with its mobile phone service, mWallet, bank or other account provider governs the account and determines their rights, liability, fees, funds availability and account limitations. In the event of an inconsistency between the account number (including mobile phone numbers for mobile accounts) and name of the receiver, the transfer will be credited to the account number provided by the sender. Western Union may make money from fees associated with use of an account. Western Union accepts no responsibility to the sender nor to any account holder for any fees, exchange rates used for conversion to non-local currency, acts or omissions of the destination or intermediary financial service providers. Western Union accepts no responsibility to the Sender nor to any account holder for any fees, exchange rates used for conversion to non-local currency, acts or omissions of the destination or intermediary financial service providers.
PASSWORD AND SECURITY
You will choose a password and account e-mail login as per the rules established by Bank. You are responsible for maintaining the confidentiality of your password and account e-mail login, and are fully responsible for all activities that occur under your password or account e-mail login. You agree to immediately notify Bank of any unauthorized use of your password or account e-mail login or any other breach of security. Neither Agent, nor Western Union, are liable for any loss or damage arising from your failure to notify Bank on any unauthorized use of your password or account e-mail login or any other breach of security.
RIGHT TO CANCEL A MONEY TRANSFER
Subject to applicable law, You may cancel a Transaction for a refund, unless the funds have been picked up or deposited at the time We receive Your written request. Refund requests received within 90 days of the original Transaction initiation date will be eligible for a return of both transfer amount and fees paid. Refunds requested after 90 days of the original Transaction initiation date will be eligible for a return of the transfer amount only. Where Western Union or Bank have collected taxes, the taxes will be refunded except when otherwise required by law or local practice.
LIABILITY
Western Union does not guarantee the delivery or suitability of any goods or services paid for by means of a western union money transfer. The sender’s transaction data is confidential to him and should not be shared with any other person other than his receiver. The sender is cautioned against sending money to any person he does not know. In no event shall Bank, Western Union or any of its agents be liable if the sender communicates transactional data to any person other than his receiver. In no event shall Bank, Western Union or any of its agents be liable for damages for delay, nonpayment or underpayment of this money transfer, or non-delivery of any supplemental message, whether caused by negligence on the part of their employees or agents or otherwise, beyond the sum equivalent to US$500 (in addition to refunding the principal amount of the money transfer and the transfer fee). In no event will Bank, Western Union or its agents be liable for any indirect, special, incidental, or consequential damages. The foregoing disclaimer shall not limit Bank’s, Western Union’s or agent’s liability for damages resulting from Bank’s, Western Union’s or agent’s gross negligence or intentional misconduct in those jurisdictions where such a limitation of liability is void.
Neither Bank, nor Western Union, nor its Agents accept any responsibility to you for:
and the contractual relationship between Bank and you does not extend to the benefit of the receiver and the receiver does not have an independent right to demand payment.
Neither Bank, nor Western Union, nor it’s Agent have an obligation to you to initiate or perform a money transfer or other transaction as part of the service if:
and neither Bank, nor Western Union, nor it’s Agent assume any liability for damages resulting from non-payment or delay in payment of a money transfer to a receiver or failure to perform a transaction by reason of any of these matters.
Bank or Western Union may refuse to provide the service (in whole or in part) to you if to do so may breach any applicable law, order of a court or requirement of any regulatory or governmental authority, body or agency having jurisdiction over us, or if we otherwise consider such action necessary to protect our interests.
Western Union reserves the right to change the service without notice. Bank and Western Union and its Agents may refuse to provide the service to any person without giving a reason, in particular to prevent fraud, money laundering or terrorist financing or to comply with any applicable law, order of a court or requirement of any regulatory or governmental authority.
When Bank accepts credit or debit card or other non-cash form of payment, neither Bank nor Western Union nor the Agent assumes any obligation to process or pay the money transfer if the form of payment is uncollectible, nor do they assume any liability for damages resulting from nonpayment of the money transfer by reason of such uncollectibility. Western Union reserves the right to change these terms and conditions or the offered service without notice. Bank and Western Union and its Agents may refuse to provide service to any person.
Western Union may change these Terms and Conditions from time to time. Each time you send money with Western Union, you will be provided access to a copy of the Terms and Conditions before completing the transaction.
PRIVACY
Protecting Your privacy is very important to Bank and Western Union. Please review Western Union’s Global Privacy Statement to better understand Western Union’s commitment to maintaining Your privacy, as well as the terms of use and disclosure of Your personal information by Western Union.
LINKS TO OTHER WEBSITES
Bank’s website or Bank’s mobile application you use for sending Western Union transfers may contain links and pointers to other World Wide Web Internet sites and resources (the “Linked Sites”). Links to any Linked Site do not constitute an endorsement by, or association with us of any third-party resources or their contents. Links do not imply that Bank or Western Union are affiliated or associated with or are legally authorized to use any trademark, trade name, logo or copyright symbol displayed in or accessible through the links, or that any Linked Sites are authorized to use any trademark, trade name, logo or copyright symbol of Western Union. You should direct any concerns regarding any Linked Site to such Linked Site’s site administrator or webmaster. We do not represent or endorse the accuracy or reliability of, and expressly disclaim, any advice, opinion, statement, or other information displayed or distributed through any Linked Site. You acknowledge that any reliance upon any opinion, advice, or information displayed on or otherwise available through any Linked Site shall be at your sole risk.
CUSTOMER RELATIONS
If you are not satisfied with the service or if you have a question in relation to the service, you should contact Bank using the phone number or the E-MAIL provided below. A representative will investigate your concerns fairly and will endeavor to do so speedily.
FOR ANY QUESTIONS OR COMPLAINTS, PLEASE CALL: +995 32 2 444 444
Or E-MAIL: mt.support@bog.ge
Copyright 2025 WESTERN UNION HOLDINGS, INC. All Rights Reserve