1. Xent will be known as the service facilitator.
2. Money Service Business (MSB) / the Exchange company will be known as the licensed exchange company, which operates within the business of providing remittance and cash exchange services to the general public.
3. The "general public" herein will be the client/ customer, who have legal residence in Kuwait and hold a valid civil ID, issued by the Public Authority for Civil Information (PACI).
4. "Client/customers" herein are Xent platform customers ( the use of the ex-change company service is at the discretion of the exchange company).
1.Customers must provide all required documentation and information at the request of Xent and Money Service Business (MSB), in order to carry out the provided services, at maximum ability of the service providers. The required documents are as followed:
i) A valid Civil ID issued by PACI.
ii) A valid passport copy.
iii) A valid work permit.
2. Customers must comply and adhere to all requirements and criteria, as re-quired by the Money Service Business (MSB) and Xent, in compliance with national law and Central Bank regulations.
3. Xent is not liable in the unlikely event of a delayed or unprocessed transaction request, considering that it is merely a platform offering the services and products of MSBs , which do not actually perform the service or provide the product. Xent is only liable for following up and assisting the customer and Client in remedying the situation and satisfying the customer/client’s needs and rights.
i) In the event there is a delay before payment is made the funds will not be deducted from the customers account as the process will not be finished. Xent will provide a 24 hr chat bot that can answer the majority of the queries/complaints of the customers in addition to a call center during stated working hours.
ii) In the event there is a delay after a payment is made and the customer decides to contact the Xent team, we will immediately follow up with the trans-action and either find an estimated completion time or let the exchange company contact the customer for the refund process.
4. All requests processed by Xent shall be processed in a timely and prompt manner with all the required information provided by the customer to ensure a prompt and efficient response and service. In the case of a delay or longer than average processing time* Xent’s staff shall follow up and assist where possible.
5. Customers must comply with the laws and regulations in force in the State of Kuwait and all governing regulatory authorities of the State of Kuwait. All in-formation that is registered on the Xent Service platform will be used and recorded by the Money Service Business (MSB) which must be as true and correct as possible. Providing purposely false and fabricated information will not be tolerated and will immediately be referred to the relevant authorities and will result in a legal claim. / is punishable by law.
6. Xent service verifies that it shall not share any information of customers with a third party without the prior consent and knowledge of the customer. All in-formation recorded and monitored shall be carried out with the intent of im-proving the overall customer experience and services, and to ensure customer satisfaction, offered by all related parties.
7. Customers using the Xent service platform must make all payments via their own bank cards and not lend it to another person. Additionally, the Xent ser-vice App and website user must be used for the client/customer’s personal le-gal use and not for any other party.
8. All fees stated are those imposed by the Money Service Business (MSB) companies and not Xent Service. All rates and fees are provided to Xent from the Money Service Business (MSB) as often as possible
9. In order to proceed with payment and completing a request to be processed By exchange companies, the client/ customer are required to agree to the Terms and conditions set, through ticking the required box.
10. Terms and conditions are subject to change at any given moment in order to Comply with all requirements of exchange companies and relevant authorities and governmental bodies. All changes will be notified to the customers for Heir awareness, and additional or altered changes will be shown to customers to agree and continue use of the service.
1. Xent will NOT be responsible/liable for any damage or loss in regard to services being used.
2. All participating companies will have a complaint procedure/ process to resolve any issues that may arise. Xent will assist and direct where possible to resolve the problem at hand. In the unlikely case where the participating Money Service Business (MSB) is not cooperative, Xent will assist the customer and direct them to the proper authorities to escalate their complaint.
3. Stated rates are made by participating companies, therefore Xent will not be held liable for any fluctuations or changes to rates as they are dictated by the market and not Xent.
4. Customers have the right to not continue the transaction process before the payment is made and can use the services of another available company or, considering that no funds will have been sent.
5. Customers have the right to voice their complaints/comments/suggestions on The available channels as well as the call center for any further inquiries.
6. Customers are required to keep the access of their account in safe method and not allow any misuse either by themselves or others.
7. In the case of funds not being received by the beneficiary at the expected time, the customer retains the right to ask for a refund and will receive the paid funds within three working days after the cancellation request is made and recorded.
8. In the case of the loss of account or telephone, customers can call and request to deactivate their Xent account to prevent further misuse and detriment, and to ensure data protection.
9. In the case of technical errors on the Xent platform, the customers can contact Xent from the available channels in order to resolve the technical issue.
10. Customers can view their previous transactions the duration of those transactions to be completed via selecting the top tab MY XENT > MY REQUESTS and select the transaction to view its status and other details.