Refund and Cancellation Policy

Cancelling a transfer

Cancellation availability depends on how far your transfer has progressed. If funding has not been received, you can usually cancel the funding session. If funds were received but the recipient has not been paid out, you may be able to cancel and request a refund. Once payout has been submitted to an external rail, cancellation may no longer be possible.

How refunds are paid

• Refunds normally return to the original funding method.
• Refund timing depends on the payment provider and your bank; card refunds typically take several working days to appear.
• Some refunds require manual review before they are released.

How to request a refund or cancellation

Open the transfer in the app and use the cancel option where available, or contact support through /support/new with your transfer reference. We will confirm what is possible for the transfer state and keep you updated.

If something went wrong

If a transfer failed, was delayed, or did not arrive as expected, contact support first so we can investigate. If you are unhappy with the outcome you can use the complaints procedure at /complaints.