Terms of use

About these terms

These terms are a legal agreement between you and us. They apply when you use the H Individual website, web app and mobile apps (together, "H Individual") and any services we provide through them.

Some features have their own extra terms, for example the H Individual card and digital-asset services. Where extra terms apply, we'll show them to you before you use that feature. Our Privacy policy explains how we use your personal information.

Who we are

H Individual is provided by [Harbour & Hills legal entity name], a company incorporated in Hong Kong (company number [number]), with its registered office at [address].

Payment, currency-exchange and digital-asset services are provided together with licensed partners in each market. You can see who provides each service, and their licences, on our Licences & disclosures page.

Who can open an account

• You must be at least 18 years old.
• You must live in a country where we offer H Individual.
• The account is for your personal use only, not for a business. For business payments, see H Business.
• You can hold only one personal account.

Opening your account

The law requires us to confirm who you are before you can use your account. We'll ask for your personal details, a valid identity document, a selfie, and sometimes proof of address or information about where your money comes from.

You agree that the information you give us is true and up to date, and that you'll tell us if it changes. We can refuse to open an account, and we don't always have to give a reason.

Your balances

You can hold money in more than one currency. Money in your account is electronic money or a stored-value balance, not a bank deposit, so it is not covered by a deposit protection scheme. We keep customer money separate from our own money, as the rules require.

We don't pay interest on your balances.

Sending money

Before you confirm a transfer, we show you the amount you send, our fee, the exchange rate, the amount your recipient gets, and when we expect it to arrive. Once you confirm, we'll send the money as quickly as we can.

• Check your recipient's details carefully. If you give us the wrong details, we'll try to help, but we may not be able to get the money back.
• You can cancel a transfer only until we've sent the money on.
• Arrival times are estimates. Delays can happen, for example because of checks we must carry out or because of the receiving bank or wallet.

Exchange rates and fees

We use the mid-market exchange rate and don't add a hidden margin to it. Instead we charge a clear fee, which we always show before you confirm. You can see our current fees on our Pricing page.

A quote is valid for a limited time. If it expires, we'll show you a new one before you confirm.

Digital assets

Digital assets such as Bitcoin, Ether, USDC and USDT can rise or fall in value quickly, and you could lose some or all of the money you put in. They are not money, not deposits and not protected by any compensation scheme.

Digital-asset services may not be available in every country. Before you use them, please read our Crypto risk notice.

Keeping your account safe

• Keep your password, passcode and devices secure, and never share one-time codes with anyone, including people who say they work for us.
• Tell us straight away if you think someone else has accessed your account or if your phone is lost or stolen.
• If a payment is made from your account that you didn't authorise, tell us as soon as possible. We'll investigate and, where the rules say so, refund you.

Limits, holds and closing your account

We set limits on how much you can hold, send and receive. You can see your limits in the app. We may delay, hold or refuse a transaction, or restrict your account, if we need to carry out checks, if we suspect fraud or financial crime, or if the law requires it.

You can close your account at any time from Settings. We can close your account by giving you [two months'] notice, or straight away in some cases, such as if you break these terms. When your account closes, we'll help you move any remaining balance to an account in your name.

Complaints

If something has gone wrong, please tell us. Our Complaints page explains how to raise a complaint, how long we'll take to respond, and what you can do if you're not happy with our answer.

Our liability

We're responsible for providing our services with reasonable care and skill. We're not responsible for losses caused by things outside our reasonable control, or for losses we couldn't reasonably have foreseen. Nothing in these terms limits any rights you have by law that can't be limited.

Changes to these terms

We may update these terms. If a change affects you, we'll tell you at least [two months] before it takes effect, unless the law lets us give less notice. If you don't agree, you can close your account before the change takes effect at no cost.

Governing law

These terms are governed by the laws of the [Hong Kong Special Administrative Region]. If there's a dispute, the courts of [Hong Kong] will decide it, but this doesn't stop you using any consumer rights you have where you live.

Contact us

The quickest way to reach us is through chat in the app. You can also email [support email] or write to us at [postal address].