Terms and Conditions

Welcome to the Serra, Inc. (“Serra”) website located at getserra.com (the “Site”). Please read these Terms of Conditions (the “Terms”) and our Privacy Policy (getserra.com/privacy) (“Privacy Policy”) carefully because they govern your use of our Site and our mobile services, as further described below (collectively, the “Services”). By accessing or using our Services, you agree to be bound to all of the terms and conditions described in these Terms. If you do not agree to all of these terms and conditions, do not use our Service.

To use certain services in Serra, you might be asked to read and accept more terms and conditions that relate to what you're trying to do – for example, if you want to make payments using Serra.

Reference in these terms to "us", "we", "our" or Serra Inc means the Serra company with which you hold an account.

1. About Serra

1.1. You can use Serra to:

  • accept payments if you are a business in Montserrat
  • pay businesses in Montserrat for goods and services
  • send money to individuals who are on Serra
  • deposit cash via an authorised vendor
  • withdraw cash via an authorised vendor

2. What does it cost to use Serra?

2.1. Individual customers are charged a small fixed fee for peer to peer (p2p) transfers based on the size of the transfer.

2.2. We charge a fixed fee for the following operations:

  • Cash-In: deposit cash via an authorised vendor
  • Cash-Out: withdraw cash via an authorised vendor
  • Withdrawing to a nominated bank account.

2.3. We won't charge you for making Eastern Caribbean Dollar (XCD) payments through Serra.

2.4. Unless you are a business customer, we won't charge you for receiving XCD funds through Serra. For a breakdown of our fees visit getserra.com/fees

2.5. You may be charged by your service provider (eg for mobile data usage) when using the App on your mobile phone.

2.6. Other charges may apply for specific services – if so, we'll tell you as part of the specific conditions for those services.

3. Who can use Serra?

3.1. You must be:

  • 18 years or over; or
  • An active business operating in Montserrat, WI
  • You must have an active mobile phone number

3.2. You can register:

  • by providing a government-issued id as instructed by the Serra app during onboarding; or
  • if you are a business customer, by providing us with details of your business along with your business registration certificate. 

We will then open an electronic money account (a "Serra Account") for you once you pass our security and screening checks.

3.3. To use Serra you'll need to download the App. You can find further details on how to do this on the Website, 

3.4. We will link the App to your nominated bank account if provided.

3.5. You can choose to use some or all of the services available, however, we may not offer some services to you depending on the type of account you have.

3.6. If we need to, we can refuse to register you for Serra.

4. Serra Account

4.1. The Serra Account is an electronic money account which can be used to make or receive payments through the App. You can only operate your Serra Account in conjunction with your use of the App.

4.2. You need to know that the Serra Account is an electronic money product and therefore:

  • it is a zero-interest account
  • in respect of money held in your Serra Account, as a regulated Money Services Business, Serra Inc is required to comply with capital requirements imposed by law. These requirements are designed to ensure the safety of funds held with us, and this is monitored by the Montserrat Financial Services Commission.

4.3. When we set up your Serra Account, we'll verify your identity and address using details we collect during the registration process. This will involve one or more checks of your details against the particulars on any database (public or otherwise) to which we have access.

4.4. You can top up or fund your Serra Account:

  • by direct transfer (for example using Online Banking) from any of your Bank of Montserrat bank accounts
  • by using cash and following the Cash-In sequence on the Serra App at an authorised vendor.
  • by any other means about which we advise you from time to time

4.5. Limits may apply to the amount you can top up. We'll tell you in the App how much you can top up and if you've reached your limit.

4.6. You can ask us to return the money in your Serra Account at any time by using the App to transfer funds to the bank account you have linked. Alternatively, you may withdraw the funds at an authorised vendor using our Cash-out process. A withdrawal fee will be charged for redeeming the funds. In certain circumstances, we may carry out additional security checks before processing the transaction.

4.7. You can choose to unlock your Serra Account to access additional services and increase limits. We'll tell you the steps you need to take to do this in the App. You'll find details of these limits on getserra.com/limits.

4.8. If you choose not to unlock your Serra Account, if you breach any of the applicable limits, we'll need to suspend your use of the Serra Account. We'll tell you in the App if we've suspended your Serra Account and explain the steps you need to take so that we can unblock your Serra Account.

5. Using the App

5.1. The conditions below apply in relation to your use of the App.

5.2. We may stop or suspend your use of the App:

  • if we reasonably consider it necessary to protect the security of Serra or your account
  • if we suspect or you tell us there may be unauthorised or fraudulent use of Serra
  • if we believe there's a significant increased risk or you will be unable to repay money you owe us; and
  • if we are required to do so by law

5.3. If we find we need to do this we'll contact you using the details you have given us as soon as we can (and in advance where possible) to explain why, unless that would break the law or it would compromise our security measures.

5.4. Once the reason for stopping or suspending the App no longer applies (which may require you to carry out instructions we give you), we'll unblock the App

5.5. You must only use the App as set out in these terms or in information on our Website or within the App.

5.6. The App may utilise or include third party software and copyrighted material or may be subject to an open source license or other licences. Acknowledgements, licensing terms and disclaimers for such third party software and copyrighted material are set out in the Serra Software Terms and Conditions available from the Website.

5.7. Please check the Apple App Store or Google Play for details of devices and operating systems compatible with the App. You may need to upgrade the operating system on your device to continue using the App if we change the version(s) we support.

5.8. You must not use the App to do anything illegal.

5.9. You must not use the App in any way that could damage it or stop it from working or affect our systems or other users – for example, by hacking into or inserting malicious code into the App or iOS, Android or other operating systems.

5.10. You must not collect any information or data from the App or our systems or try to read any messages or information not meant for you.

5.11. You must obey any laws that apply to you in any place you use the App.

5.12. You must not use obscene language when sending custom messages using the App

5.13. If you provide feedback or ideas ("suggestions") relating to the App, we may use your suggestions without any obligation to attribute them to you or to compensate you. You must not give us any information that is confidential, commercially sensitive or contains original creative work or is the intellectual property or proprietary property of you or another person. Any suggestions you make will automatically become the property of Serra Inc.

6. Information about you

6.1. Serra Inc is committed to protecting your personal data. We will use your information for a number of different purposes, for example, to manage your account(s), to provide our products and services to you and others and to meet our legal and regulatory obligations. We may also share your information with our trusted 3rd parties for these purposes. For more detailed information on how and why we use your information, including the rights in relation to your personal data, and our legal grounds for using it, please go to getserra.com/legal/your-data-your-rights or you can request a copy from us.

6.2. If you use Serra to send or receive money and pay individuals, businesses or charities in Montserrat or abroad, we will disclose your full name when processing your requests or will display this information in messages sent to your payees or people paying you using Serra. This information is drawn from records that we already hold about your account and may be different to any names, nicknames or other pseudonyms you are known by or use when registering for Serra.

6.3. If you make a payment to a business, we may disclose your name and account details to enable the business to reconcile and/or apply the payment.

6.4. When you register for Serra, we'll sync the App with your address book by accessing your contacts, storing your phone numbers and contact details and indicating (for example by displaying an icon next to a contact's name) if the contact is registered for Serra. By doing this we enable:

  • you to see if your contacts are registered for Serra should you wish to pay them using Serra
  • other Serra users to see which of their contacts are registered for Serra should they wish to pay them using Serra (for example by displaying an icon next to a contact's name).

6.5. By registering for Serra you consent to your registration being visible to other Serra users. If you do not want your registration to be visible to others using this feature, you will have to de-register from Serra.

7. How we use cookies and other information

7.1. Serra uses cookies and similar technologies when you first register, and to check that it's you when you're using the App. By using Serra, you accept how and when we use cookies – as set out below.

7.2. Cookies also help us improve how the App works. We use cookies to collect information about how you use the App, for example, which areas you use most often and if you receive any error messages. We can then make the App better and be sure that the products and services we offer are right for you and other people. We may also use the cookies to help us provide more meaningful and relevant communications to you and to see if our ads are working – for example, we can check if you downloaded our App in response to an ad.

7.3. We need these cookies for Serra to work – if you don't want them, you'll have to delete the App.

7.4. If you use certain features, the App will need to access information on your mobile phone to work. If we can, we'll ask you before the App accesses your device or information, and you can decline. You can manage how the App accesses your device or information using privacy settings on your mobile phone (for iOS), or by uninstalling the App (for Android). You can also use the usage settings in the App to do this. If you don't do this, we'll assume you agree that the App can access your device or information.

7.5. The App may also need to cache data on your device to enable certain features. We'll ask you before the App accesses your device or information, and you can decline.

8. Using location data

8.1. Certain services will make use of location data sent from your mobile phone. You can turn off this functionality at any time by turning off the location services settings for the App on your mobile device.

8.2. Access to maps is subject to separate terms, details of which can be found on the Website.

9. Keeping us informed

9.1. If your account details, mobile phone number, address or any other information about you changes, tell us straight away.

10. Security

10.1. In addition to the conditions below, the conditions relating to payment instruments set out in the General Terms apply to your use of the Serra App.

10.2. Always keep your mobile phone secure and close the App if you're not using it.

10.3. If you suspect that someone else knows your passcode or other security details you must contact us immediately by calling us on the number available on the Website. If you don't let us know, we may not pay you back if someone takes money from your account because they knew your account details.

10.4. We won't ever phone you or send you an email asking for your security details. Nor will we ever ask anybody to do this for us. If anyone contacts you asking for your security details, they may be a fraudster. Tell us straight away by emailing us at [email protected].

10.5. Some devices allow you to use your fingerprint or Face IDs for logging into the App. If you enable this feature, then anyone whose fingerprint or Face ID is registered on your phone may be able to log into the app and access your accounts. Before enabling this feature, you should delete any other fingerprints or Face ID registered on the device first; otherwise, transactions made by anyone else who has their fingerprint or Face ID registered on the device will be treated as being authorised by you. You must not activate this feature if you allow other people to access your phone using their fingerprint or Face ID.

10.6. Don't install or use the App on a jail-broken or rooted device. These have had their security features changed in order to work, which makes them less secure, and means that fraudsters could access your phone and steal your information or money.

11. Contacting you

11.1. We will contact you from time to time about Serra, including marketing messages relating to Serra. We'll do this electronically, for example by email, text, notifications or other messages on the App or mobile device or by telephone or post.

11.2. We may contact you with information about our products and services (and those of specially selected parties) that may be of interest to you, in line with your marketing contact preferences provided to us either through the App or elsewhere. All such communications will come from Serra Inc. We will never pass your information to a third party for them to use in their own direct marketing without your consent.

11.3. You may tell us at any time if you do not wish to receive marketing messages from us by contacting us as set out in your General Terms or by following any instructions we may include in the message we send to you. For example, a STOP message will appear at the foot of marketing text messages we send you.

12. If things go wrong

12.1. The General Terms explain when you can claim back from us if something goes wrong with a payment.

12.2. There are some things that we're not responsible for because, for example, they're out of our control or they relate to how your mobile phone works. So we can't be responsible if you lose money because:

  • you are unable to access or use Serra for any reason or it's slow.
  • any device, hardware or software you use with the App is damaged or corrupted or doesn't work
  • Serra does not work as you expect, doesn't meet your requirements or contains errors or defects or we fail to correct these
  • you don't receive a text or message in the app in a timely manner
  • you sent, received or shared an inappropriate or illegal image or content or breached the rights of another person; or
  • we're prevented from providing any service in part or in full because of something a third party does.

13. Making payments

13.1. In addition to the conditions below, the General Terms apply if you use Serra to make payments.

13.2. Once you've registered on the App to make payments, you can make a payment to anyone registered on Serra by scanning a QRCode generated by that person or business.

13.3. For payments to certain businesses, you can also make payments:

  1. using a reference or scanning a code they give you.
  2. using the organisation's details stored in the directory in the App.

13.4. You must have sufficient funds in your Serra Account to make the payment.

13.5. Before making a payment to your payee using their mobile phone number, please check that:

  • the mobile phone number you provide for your payee is current and correct

13.6. You can also cancel the payment yourself within the App. If you choose to do this, your payee will no longer be able to use the website address we originally gave you to collect the payment. Your payee will not be told.

13.7. Payment limits apply – please check the current limits on the Website.

13.8. We may refuse to process a payment for the reasons set out in the General Terms or if we reasonably believe that you have not met any of these conditions. The General Terms set out how we will notify you if we refuse to process a payment.

13.9. If you enter the wrong payment details, the payment might fail or go to the wrong person. While we're not responsible for this, we'll help you to try and get your money back. We explain this in more detail in the General Terms.

13.10. If you want to cancel, recall, change or trace a payment, the General Terms explain when we can charge you a fee for this service.

14. Receiving payments

14.1. In addition to the conditions below, the General Terms apply if you use Serra to receive payments.

14.2. To receive payments sent using Serra you must have:

  • a valid Montserrat mobile number; and
  • registered as a business

14.3. Any payments you receive from Serra users will be paid into your Serra account and can be later transferred into your linked bank account at your request.

14.4. Limits apply – please check the current limits on the Website.

14.5. If you receive any payments by mistake, you must tell us as soon as possible and return the payment to us.

14.6. We may make changes to these conditions, and how other Serra users can make payments to you, and can end your ability to receive payments through the service, at any time without first notifying you of those changes.

14.7. You must not generate, distribute, or offer to any person, any code or reference for use with the App unless you have our prior written permission to do so.

14.8. When you register to receive payments, we'll share your full business name with others using the platform. This information is drawn from records that we already hold about your account and may be different to any names, nicknames or other pseudonyms you are known by or use when registering for Serra.

15. Transaction information

15.1. You can access information in the App about recent payments into and out of your nominated account or Serra Account. We also provide monthly statements which you can access via the App. We'll always let you know when your statement is ready.

15.2. If you ask us to, we will also provide details about transactions in writing.

16. Changes to Serra Terms and Conditions

16.1. We can change the terms and conditions at any time in accordance with the General Terms by sending you a text, email or other notification with details of the change or notifying you of a change when you next access the App or visit the Website. The new terms will be displayed on-screen and you may be required to read and accept them to continue your use of Serra.

17. Ending the service

17.1. While we'd be very sorry to lose you, you can stop using Serra and leave us at any time.

17.2. We can stop providing you with Serra and any services linked to Serra in accordance with the General Terms.

17.3. We can also stop providing you with Serra and end this agreement by giving you at least two months' notice. We can stop providing you with any services linked to Serra at the same time.

17.4. However, we may end this agreement and stop providing Serra (and any services linked to Serra) immediately or on less notice if we reasonably believe you have seriously or persistently broken any terms of the agreement or we have reasonable grounds for thinking you have done any of the following things, which you must not do:

  1. You put us in a position where we might break a law, regulation, code or other duty that applies to us if we continue to provide Serra to you.
  2. You give us any false information at any time.
  3. You commit (or attempt) fraud against us or someone else.
  4. You use (or allow someone else to use) Serra illegally or for criminal activity.
  5. You inappropriately let someone else use Serra.
  6. You behave in a threatening or abusive manner to our staff.

17.5. We can also end this agreement and stop providing Serra (and any services linked to Serra) immediately if we reasonably believe that providing you with Serra might expose us to action or censure from any government, regulator or law enforcement agency.

18. If you're unhappy with something

18.1. If you're unhappy with Serra or you think we have done something wrong, please contact us and give us the opportunity to investigate and resolve the matter. This also helps improve our service for all customers.

18.2. If after we have investigated you remain unhappy, and you are eligible, you may contact the Financial Services Commission (FSC).