1. What the assistant is
Speedy offers an assistant on WhatsApp and in the app that uses generative artificial intelligence to answer questions about how Speedy works. It is an AI, not a person. It says so at the start of each conversation and labels every reply "Speedy AI:". If you ask whether you are talking to a person, it will always tell you it is an AI. Replies from our team are labeled with the team member's first name.
2. What it can and can't do
The assistant can explain how Speedy works, help you find information, and check a message you paste for signs of a scam.
The assistant cannot send money, change your account, see your account details, quote you a fee or exchange rate, or promise when money will arrive. Fees, rates and delivery dates come only from the pre-payment disclosure in the send flow.
3. Problems always go to a person
If your message is about a missing, late or wrong transfer, a wrong amount, a cancellation, fraud or an unauthorized transfer, a complaint, or a locked account, it does not go to the AI. We open a case for a person, give you a reference number, and treat the date we received your message as the date of your notice. You can also type HELP (or AYUDA, AIDE or ÈD) at any time to reach a person.
4. How to use the answers
Answers are general information, not legal, tax or financial advice. AI can make mistakes. If an answer conflicts with this Legal Center, your pre-payment disclosure or your receipt, those documents control.
5. What not to send
Never send your ID, card number, bank details, one-time codes, PIN or password to the assistant. We will not use them, but they will already have reached our service provider.
6. How your messages are handled
The assistant keeps the last six messages of a conversation for 30 minutes so its answers make sense, then they expire. Messages that open a case are kept with that case as part of our records. Our AI service providers process messages to produce replies and may keep them for a limited time, as explained in the Privacy Notice.
7. Languages
The assistant answers in English, Spanish, French and Haitian Creole. Steps involved in sending money are completed only in those languages, so your disclosures are in a language you chose.
8. Acceptable use
Do not use the assistant to attempt fraud, to extract information about other people, or to make it produce harmful content. We may stop responding to abusive messages.