Who we are
Lotus Foreign Exchange (also known as LotusFX) provides currency exchange and money transfer services across Australia, New Zealand and Fiji. This policy applies to personal information we handle through our branches, websites, mobile app, phone and email support, and partner channels.
Information we collect
Depending on the service you use, we may collect:
- Identity and contact details (name, address, email, phone, date of birth)
- Identification documents required for compliance (passport, driver licence, national ID)
- Transaction details (amounts, currencies, destination, payout method, branch visited)
- Account and app details (login, preferences, device information where relevant)
- Website usage data such as cookies, analytics and technical logs
- Communications you send us (forms, emails, complaints, support requests)
How we use your information
We use personal information to:
- Provide currency exchange, money transfer and related products
- Verify identity and meet anti-money laundering and regulatory obligations
- Process payments, bookings, pickups and customer support requests
- Improve our website, app, branches and service quality
- Send service updates; marketing only where permitted and with your choices respected
- Detect, prevent and investigate fraud or misuse
Sharing your information
We may share information with trusted partners and providers only as needed to deliver services or meet legal duties, including:
- Payment, banking and remittance partners (for example Western Union or MoneyGram where used)
- Identity verification, compliance and fraud-prevention providers
- IT, hosting, analytics and communications providers under appropriate agreements
- Regulators, law enforcement or courts where required by law
We do not sell your personal information.
Storage and security
We take reasonable technical and organisational steps to protect personal information against loss, misuse and unauthorised access. Information may be stored in Australia, New Zealand, Fiji or other locations where our service providers operate, subject to applicable privacy laws and safeguards.
How long we keep information
We keep personal information only as long as needed for the purposes above, including legal, accounting and regulatory retention requirements that apply to financial services businesses. When information is no longer required, we delete or anonymise it where practicable.
Your rights
Subject to local law, you may request access to, correction of, or deletion of personal information we hold about you, or raise a privacy concern. App account deletion requests are explained on our delete account page.
Privacy contacts
- Australia: aucustomercare@lotusfx.com
- New Zealand: nzcustomercare@lotusfx.com
- Fiji: fjcustomercare@lotusfx.com
Cookies and website analytics
Our website may use cookies and similar technologies to remember preferences, measure performance and improve content. You can control cookies through your browser settings. Disabling some cookies may affect site functionality.
Updates to this policy
We may update this privacy policy from time to time. The “Last updated” date at the top of this page shows when it was last revised. Continued use of our services after an update means you acknowledge the revised policy.