It's verifiably false that you use the same rate shown on Google so you should remove that entirely. If I can't trust you to honestly describe your service, how can I trust you with large sums of money? I wouldn't be surprised if that caused you legal issues too.
As for "the live rate", I think it just needs to be reworded such that there's no mention of a single rate. Something like "we give you the same price the big banks use".
Overall I think your service looks good but based on how that section is worded right now, I'd actively discourage friends and family from using it, if asked. If you updated it to be more honest, I think you'd have a service I'm happy to recommend.
If this is truly fixed cost, it would definitely be the first, but it's right to be skeptical.
The only reliable way to discover the actual cost is to do a round trip.
Convert a million X to Y, then convert whatever Y you get back to X, and the difference between that and the original million, divided by two, is the real cost.
Naturally this website won't show you that, because you can only convert from pounds but not back to pounds.
Or you could remove or change this statement, if it is indeed misleading. (But I have not checked this personally).
"We always convert your money at the live rate: the rate on Google."
Trust is important and the right wording does matter a lot.
So if people read this on your website and then check for themself on google and see it is wrong - well sure, expect people to not trust your service.
My first question (with only reading your text here) would be: why and how are you cheaper than the competition?
Right now my takeaway would be: because there are possible dark patterns and hidden fees like suboptimal conversion rates included.
I think this is actually a good shakeup for Money Transfer, they don't even need to rely on putting Googles name in their marketing to sell the product as so many new startups seem to want to do as an appeal to authority or try to present more stability in their marketing.
What, exactly, is that?
Do you mean the rate your provider charges you for the transaction in question? (Do you do your internal FX transactions as one upstream transaction per client transaction or do you group them? That will affect the rate.).
Do your rates have a spread? (Your website makes it sound like you only convert one way, so it’s easy to pretend spreads don’t exist.)
Do you actually believe that the best pricing comes from an interbank rate on a global exchange? That’s an interesting theory.
For what it’s worth, for major currency transactions under normal circumstances, the actual market spreads are tiny and not worth worrying about. Certainly for any transaction of reasonable size for a service like this, they are likely to be in the noise. But FX is not free, and if you let people move $100k at a time, it matters.
That’s fairly far off of the expectation you set by saying you offer “the interbank rate”. Which is a pure marketing fiction.
For context the FX desk at JP Morgan by itself provides about the same volume as any of those aggregate platforms.
[later] fwiw I don’t think how you get to your rates particularly matters so long as they are competitive and your service seems like a valuable addition to the mix of consumer options. I get hung up on this because the fx market is notoriously opaque because the major players want it to be and I think leading people to believe there is some sort of benchmark rate adds to that morass.
I really don't want to sign up to the newsletter, this is basic information that in my opinion should be freely shared on the web site.
We have worked hard not to have any middle-men that mark up rates in our liquidity provision, and are quite certain that our rates are fair and extremely competitive.
I do think that the takeaway from your comment is that we could build out a part of our page that allows a customer to dig deeper to validate this themselves. We understand the sentiment as there is still a lot of mistrust given the opaque nature of the market, and we need customers to believe that we are truly 3 GBP to succeed.
Our core thesis in building this product is that we will win with a fixed fee on larger transactions, given the variable fee nature of the current industry incumbents(either transparently disclosed, or embedded in the FX spread).