This combined Financial Services Guide ("FSG"), and Product Disclosure Statement ("PDS"), is issued by Flywire (Singapore) Pte. Ltd. (hereinafter referred to as “Flywire”, “us”, “we” or “our”). Part 1 contains the FSG-related provisions and Part 2 contains the PDS-related provisions.
Flywire holds an Australian Financial Services Licence (“AFSL”), licence number 526686, issued by the Australian Securities and Investments Commission (“ASIC”) as of 8 December 2021.
Flywire, a wholly owned subsidiary of Flywire Corporation, is a payment processing service company based in Singapore and is a part of the larger Flywire Group headquartered in Boston. The Flywire Group provides services that are intended to help primarily educational institutions, medical care providers, and businesses reduce the overhead associated with the processing of received payments, and costs associated with processing payments for students, patients, customers and related third-parties.
Part 1: Financial Services Guide (“FSG”)
1. Purpose of this FSG
This Part 1 is the FSG for Flywire. It is an important document. The purpose of this FSG is to inform you of the financial services that we offer. As an AFSL holder, we are obliged to provide you with this FSG to assist you in determining whether to use the services we offer.
This FSG provides you with important information about: how you can contact us; the financial services we offer you; the remuneration, commission and other benefits that we receive in respect of the financial services we provide; any relationships we have with other organisations affiliated with us or with product issuers that may influence us when providing services to you; and our dispute resolution procedures that cover complaints by customers and what to do if you have a complaint.
The information contained in this FSG does not constitute financial product advice, legal advice and/or tax advice. This FSG contains only general information about the services we offer. Any material provided to you by us, including this document, will contain factual and general information only and does not take into account your personal or particular financial objectives, situation or needs. No part of this FSG shall be construed as creating a fiduciary, financial or other advisory relationship between Flywire and you, or any other person using the information in this FSG. You should carefully read all of the information that we provide you before using our services. We recommend that you seek your own financial, legal and/or tax advice (as appropriate) before obtaining any financial services from us. If you have any questions after having read this FSG and any additional information we provide to you, please contact us.
All dollar amounts in this FSG are in Australian dollars.
2. How to contact us
You can contact us at the following:
Flywire (Singapore) Pte. Ltd
Flywire Singapore Pte. Ltd.
3. Other documents we may provide you
We have provided you with a Product Disclosure Statement (see Part 2 of this document), which contains information so that you, as a retail payer, may make an informed decision about whether to acquire a financial product from us. The Product Disclosure Statement includes the following information (amongst other things): fees payable in respect of the financial products offered by us; and risks, benefits and significant characteristics of those financial products.
We may also provide you with other disclosure documents from time to time.
4. Financial Services we are authorised to provide you
Flywire is authorised by our AFSL to provide the following financial services (“Services”) to retail and wholesale clients:
Provide general financial product advice in relation to deposit and payment products limited to non-cash payment products; and
Deal in a financial product by issuing, applying for, acquiring, varying or disposing of deposit and payment products limited to non-cash payment products.
The financial products we can provide to you includes the means to send or receive money through our platform, each a non-cash payment facility.
5. Advice we provide
Our AFSL allows us to provide you general financial product advice. General advice does not take into account your personal objectives, financial situation or needs. You should take steps to consider the appropriateness of the advice, in light of your own objectives, financial situation or needs, before acting on our general advice.
6. How we are paid
6.1 Our Revenue
Flywire derives its revenue from the foreign exchange spread on the payments collected from payers. We may also charge and receive transaction fees. For information about our fees and other costs, please refer to section 5 in Part 2: Product Disclosure Statement.
6.2 Our Staff
Our staff receive salaries and other benefits from us. They may also be eligible for monetary and/or non-monetary incentives, including bonuses and/or shares, at the discretion of Flywire.
6.3 Third Parties
If you are referred to us, we may pay the referrer a fee calculated as a percentage of the total payment amount or amounts earned as a result of the referral.
6.4 Further information
Within a reasonable period of 7 days after being given this FSG and prior to any financial service being provided to you, you may ask us to provide you with further details of the remuneration, commission and benefits that we receive in respect of, or that is attributable to, the provision of the Services covered by this FSG by contacting us via the details set out in Part 1 Section 2 above.
7. Compensation Arrangements
As at the date of this FSG, Flywire has in place a professional indemnity insurance policy that satisfies the requirements for compensation arrangements under Section 912B of the Corporations Act 2001 (Cth).
8. Dispute Resolution Arrangements
If you are not satisfied with the financial services you receive from us, you have the right to complain.
8.1 Internal Dispute Resolution
Flywire has an internal dispute resolution policy and process designed to ensure that any complaint is dealt with fairly and efficiently. If you have a complaint, you should send details of your complaint to our Complaints Officer through the contact information set out in Part 1 Section 2 above. A copy of our complaints policy is available on request.
8.2 External Dispute Resolution Scheme
If your complaint cannot be resolved or remains unresolved after 30 days, or if you are dissatisfied with the final outcome of our internal dispute resolution policy and process, you have the right to direct the complaint to the Australian Financial Complaints Authority ("AFCA"). Flywire is a member of AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA at:
1800 931 678 (free call)
In writing to:
Australian Financial Complaints Authority,
9. How you can instruct us
Flywire accepts instructions in any of the following ways:
- By email;
- By telephone; or
- Through Flywire’s website,
as detailed in Part 1, Section 2 above.
Part 2: Product Disclosure Statement (“PDS”)
1. About this PDS
This PDS is issued by Flywire. The purpose of this PDS is to provide you, as a retail payer, with information about the Flywire Platform or non-cash payment product issued by Flywire ("NCPF") to assist you in deciding whether our Services are appropriate for you.
This PDS is designed to provide you with important information regarding the NCPF issued by Flywire, including: who we are; how you can contact us; key features, benefits and risks of the NCPF; applicable fees and charges for the NCPF; any potential conflicts of interest we may have; and our complaints handling process.
This PDS contains only general information about the NCPF. Any material provided to you by us, including this document, will contain factual and general information only, and does not take into account your personal or particular financial objectives, situation or needs. No part of this PDS shall be construed as creating a fiduciary relationship between Flywire and you, or any other person using the information in this PDS. You should carefully read all of the information that we provide to you before acquiring a NCPF from us. We recommend that you seek your own financial, legal and/or tax advice (as appropriate) before acquiring a non-cash payment product from us. If you have any questions after having read this PDS and any additional information we provide to you, please contact us.
The NCPF as described in this PDS is available to persons receiving the PDS (electronically or otherwise) who are residents of Australia. The distribution of this PDS in any jurisdiction outside Australia may be restricted by law. This PDS does not constitute an offer in any jurisdiction outside Australia in which, or to whom it would be unlawful to offer or invite a person to acquire a NCPF.
The information contained in this PDS is subject to change from time to time and is up to date as at the date stated on this document. Where new information arises that is materially adverse to the information in this PDS, Flywire will issue you with a new PDS or a supplementary PDS setting out the new information. Where new information arises that is not materially adverse to the information in this PDS, Flywire will make the new information available to you via the Flywire website or you can contact us via the details set out in Part 1 Section 2 above. We will give you a paper copy of the new information on request.
All dollar amounts in this PDS are in Australian dollars.
If you have any questions in relation to this PDS or our products, you may contact us via the contact details set out in Part 1 Section 2.
2. Overview of the NCPF
A non-cash payment occurs when you make a payment or cause a payment to be made through a facility, other than physical cash.
Flywire's NCPF allows you (the payer) to make payments to domestic and offshore payees e.g., universities or hospitals via various methods. On the payment page, you will enter the amount you wish to pay in the payee's local currency. Thereafter, you will be shown the total amount of the transaction in your local currency ("Total Transaction Amount") and the method you can choose to pay should you decide to proceed. Upon receiving the Total Transaction Amount from you, Flywire will then arrange for the payment to be made to the payee in the payee's local currency.
3. Key Benefits
For payers, key benefits of our NCPF include:
- Superior and simple payment experiences. Providing an integrated experience that leverages single sign-on, you can quickly view real-time account balance updates, receive personalised communication, and complete your payments.
- Customer preference. You can choose your preferred payment method, currency, and communication channel, such as chat, email or phone.
- Customer confidence. With our customer support, including around the clock multilingual support, you can have the confidence that your payments are delivered securely, accurately, and on time.
4. Key Risks
We set out below some of the significant risks of our NCPF. You should carefully consider these risks before acquiring any NCPF from us.
4.1 Operational risk
We endeavour to make our NCPF available at any time and accessible from different locations and will use our best efforts to avoid any problems caused due to technical or administrative reasons. However, as with any internet-based technology platform, there are still risks associated with processing your transactions, instructions or communications through the internet. Examples of such risks can include, but are not limited to, software errors, problems with internet access and data transfers and security breaches. If such a situation occurs, we will do our best to correct all errors within a reasonable timeframe.
4.2 Third Party risk
Third party risk is the risk of a party affecting the delivery of our NCPF that is outside our control. This may occur in situations such as when your bank or payment provider does not remit the funds to us in a timely manner or when a government or regulatory body may delay the transfer of the funds.
4.3 Inaccurate or mistaken payments
Inaccurate or mistaken payments may occur when you select or enter a wrong beneficiary to which the funds are intended to be sent to. As such, Flywire encourages you to review the booking details before you confirm your transaction with us.
4.4 Insufficient funds
If Flywire does not receive the Total Transaction Amount from you, Flywire will not transfer the funds to the payee.
4.5 Financial institution fees
Flywire is not responsible for any fees or charges that a financial institution (such as the payer's bank) or other payment provider may impose on you, including transaction fees, insufficient funds or chargeback fees, dishonour fees, wire fees or other similar charges.
5. Fees and Other Costs
5.1 Flywire’s Spread
We earn our revenue from the spread between the price we charge you in your local currency and the rate we receive from liquidity providers when we convert your funds. This amount is included in the Total Transaction Amount shown to you.
5.2 Transaction Fees
We may charge transaction fees for certain payments. If a transaction fee is payable, it will be added to the total amount you are required to pay and will be included in the Total Transaction Amount.
5.3 Third Party Fees
Flywire does not charge additional or separate third party transaction fees. All such fees are included in our spread and have been added in the total booking amount shown to payers.
5.4 Refunds Fees
Flywire has sole discretion to determine the applicable foreign exchange rate and other fees applicable to your refund. The amount you receive back may be less than the amount you paid in the original transaction. Subject to applicable regulations and policies of our banking and payment partners, we may not be able to refund to you an amount that exceeds the amount paid in the original currency. We may charge additional fees, including a 1% refund processing charge, that apply to the processing of your refund request.
6. Dispute Resolution
For information on dispute resolution, please refer to Part 1, Section 8 of this document.
7. Applicable Laws
There may be tax implications with any transaction you enter into with us. Tax implications may be different for each individual. Accordingly, you should seek independent tax advice before acquiring a NCPF from us.
You are responsible for any taxes that may arise from acquiring and using the NCPF.
7.3 Anti-money Laundering
Flywire is subject to anti-money laundering and counter-terrorism financing laws in Australia and other jurisdictions. We are required by law to obtain your personal details and other identification information at the time of transaction. By acquiring our NCPF, you agree to provide us with such information as we reasonably require from time to time, to comply with our legal obligations.
If we have any reason to believe that any engagements with you are in breach of anti-money laundering or counter-terrorism financing laws, we will immediately suspend, cancel or refuse to provide you with, our services or NCPF, and cease any arrangements with you including ceasing to provide you with access to the NCPF.
By acquiring and using our NCPF, you undertake to not knowingly do anything that will put us in breach of such laws.