Refund Policy
Read the complete policy below. Headings and spacing have been organised to make detailed information easier to navigate.
Refund Policy – Account Transfers
1. Refund Eligibility
Refund requests for account transfer transactions will be reviewed in accordance with applicable regulations, internal policies, and the status of the transaction.
2. Refund Processing
Where a refund is approved, we will initiate the refund to the original payment source or designated account as soon as reasonably practicable.
3. Refund Timeframe
Once the refund has been initiated by us, the time required for the refunded funds to be credited to the customer’s account is dependent on the receiving bank, intermediary banks, payment networks, and other financial institutions involved in the transaction.
While we will process approved refunds promptly, we do not control and cannot guarantee the exact timeframe for the funds to appear in the customer’s account.
4. Delays Beyond Our Control
Any delays occurring after the refund has been successfully initiated are the responsibility of the relevant banking institutions and are outside our control. Customers are advised to contact their bank directly if the refund is not reflected within the bank’s standard processing period.
5. Transaction Fees
Any fees charged by banks, payment providers, or intermediary institutions during the original transaction or refund process may be deducted from the refunded amount where applicable.
6. Customer Support
Customers seeking information regarding a refund may contact our customer support team with their transaction reference number. We will provide confirmation once the refund has been initiated from our side.