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Legal

Refund policy

When you can cancel a transfer and get a refund, how to ask for one, and how the money comes back to you.

When you can request a refund

If your transfer hasn't been paid out to your recipient yet, you can ask us to cancel it and refund you. Contact us as soon as possible with your transfer reference number.

Once the money has been paid out, we can't reverse the transfer. That's why it's important to check your recipient's details carefully before you confirm.

How to request a refund

  • Contact us through the app with your transfer reference number and tell us why you want to cancel.
  • We'll check whether the transfer can still be stopped and let you know.
  • If it can, we'll cancel it and start your refund within Five business days.

How refunds are returned

We send the refund back to the same account you paid from. We can't send it to a different account or person.

Once we have released a refund, the time it takes to appear depends on your bank or card issuer. We will confirm when the funds have been released from our side.

Transfers we cannot refund

  • Sometimes a transfer can't be paid out, for example if the recipient's account details are wrong or the account has been closed. If this happens, we'll contact you. We can either correct the details and try again, or refund you.

Transfers stopped for legal reasons

We're required by law to check transfers. If we have to stop or hold a transfer for this reason, it may take longer to sort out, and in some cases we may not be able to tell you why. Where the law allows, we'll return the money to you.

Transfers we can't refund

  • Transfers that have already been paid out to your recipient.
  • Transfers paid to the wrong person because the details you entered were wrong.
  • Transfers sent to a scammer, once the money has been paid out. Please read our Scam Awareness page before you send.

Select your country

Some terms differ depending on where you send from.

Canada

In Canada, transfers are provided by ORO REMIT INC., registered with FINTRAC as a money services business.

If you're not happy with how we handled your refund request, our Contact & Complaints page explains how to take it further.

This page is provided for information. The binding terms for your transfer are those presented when you confirm it. Final wording for each jurisdiction is pending legal review.