Legal document

Terms and Conditions of Use

Last updated: May 14, 2026

Money transmission services of PIAVI, S.A. de C.V.

Versión en español

These Terms and Conditions govern access to and use of the money transmission services provided by PIAVI, S.A. de C.V. (hereinafter, “PIAVI”), as well as the obligations and rights of users who use the platform, website, or mobile application.

By using PIAVI’s services, you fully accept these Terms and Conditions.

1. Nature of the service

PIAVI operates as a money transmitter in accordance with the General Law of Organizations and Auxiliary Credit Activities and the General Provisions applicable to money transmitters.

The service consists of:

  • Receipt of funds from the user.
  • Transmission, transfer, or making such funds available to a beneficiary.
  • Issuance of transaction receipts and records.

PIAVI is not a credit institution; it does not offer bank accounts, investments, or financial products other than money transmission.

2. User requirements

To use the services, the user must:

  • Provide truthful, complete, and up-to-date information.
  • Present valid official identification.
  • Accept the Privacy Notice and these Terms and Conditions.
  • Comply with the requirements for the prevention of money laundering and financing of terrorism established by PIAVI (in Mexico, “PLD/FT”).

PIAVI may request additional information in order to comply with regulatory obligations.

3. Operational limits and restrictions

PIAVI may establish:

  • Maximum limits per transaction.
  • Daily, weekly, or monthly limits.
  • Restrictions by country, region, or type of beneficiary.
  • Rejection of transactions that present money laundering or terrorism financing risk.

These measures are applied in accordance with applicable regulation and internal policies.

4. Fees and charges

Applicable fees will be disclosed to the user before the transaction is carried out, including:

  • Fee for the transfer.
  • Applicable taxes.
  • Exchange rate (where applicable).

The user accepts that amounts may vary depending on operational or regulatory conditions.

5. Confirmation and delivery timeframes

Once the transaction has been carried out:

  • PIAVI will issue a digital receipt.
  • Delivery time will depend on the country, payment method, and availability of the correspondent.
  • PIAVI will not be liable for delays attributable to third parties, correspondents, technical failures, or force majeure.

6. User obligations

The user undertakes to:

  • Not use the service for unlawful activities.
  • Not provide false information or altered documents.
  • Notify PIAVI of any unrecognized transaction.
  • Maintain the confidentiality of their access credentials.

7. Prevention of money laundering and financing of terrorism

PIAVI complies with the obligations established in:

  • General Law of Organizations and Auxiliary Credit Activities (LGOAAC).
  • General Provisions applicable to money transmitters (DCGTD).

Therefore, PIAVI may:

  • Request additional information.
  • Require supporting documentation.
  • Report transactions to the competent authority when required.
  • Deny, cancel, or hold suspicious transactions.

The user acknowledges that these measures are mandatory and non-negotiable.

8. Liability of the user and PIAVI

PIAVI will be liable solely for:

  • Processing the user’s instructions correctly.
  • Protecting personal data in accordance with the Privacy Notice.
  • Complying with applicable regulation.

PIAVI will not be liable for:

  • Errors in data provided by the user.
  • Delays attributable to correspondents or third parties.
  • Failures in telecommunications or internet services.
  • Force majeure or fortuitous events.

9. Protection of personal data

Personal data will be processed in accordance with PIAVI’s Comprehensive Privacy Notice.

The user may exercise their rights of access, rectification, cancellation, and objection (ARCO) by contacting:

10. Cancellations, refunds, and refusals

A transaction may be cancelled only if:

  • It has not been paid to the beneficiary.
  • It has not been settled with the correspondent.
  • It is not undergoing additional verification.

Refunds:

  • Will be made through the same payment method used for the transaction.
  • May take as long as the timelines of the provider or bank require.
  • May be subject to fees or exchange-rate adjustments.
  • Will be processed in accordance with PIAVI’s internal timelines and policies.

PIAVI may refuse transactions when:

  • They do not meet regulatory requirements.
  • There are inconsistencies in the information.
  • They present operational or legal risk.

11. Technological security

PIAVI implements security measures to protect user information, including:

  • Encryption of communications.
  • Strong authentication.
  • Monitoring of unusual activity.
  • Access controls and auditing.

The user acknowledges that no system is infallible and accepts the risks inherent in the use of digital services.

12. Intellectual property

All content on the website, mobile application, and platform—including text, logos, trademarks, designs, interfaces, and software—is the exclusive property of PIAVI.

Total or partial reproduction is prohibited without prior written authorization.

13. Amendments to these Terms and Conditions

PIAVI may amend these Terms and Conditions at any time. Updates will be published on the website or mobile application and will take effect upon publication.

14. Governing law and jurisdiction

These Terms and Conditions are governed by the laws of the United Mexican States.

Any dispute will be resolved before the competent courts of the State of Querétaro, unless otherwise provided by mandatory law.

15. Contracting entity

PIAVI, S.A. de C.V.