Refund & Cancellation Policy

Every transaction shows its details and the applicable fee before you approve it with your transaction PIN. Please check the amount and the beneficiary carefully — approval is your instruction to us to proceed.

• Once a payment has been sent to a supplier it cannot generally be recalled. If it has not yet been sent, contact support immediately and we will try to stop it.
• A currency exchange is completed at the moment you confirm it and cannot be reversed simply because the rate has moved.
• Where a payment fails or is returned by the receiving bank or provider, the funds are credited back to your wallet.

If a funding attempt is debited from your bank or card but not credited to your wallet, contact support with the reference and receipt. We will trace it and either credit your wallet or return the funds.

• You can decline a quote at no cost before you approve and pay for it.
• After payment, cancellation depends on whether the supplier has already been paid or the goods produced or dispatched. Contact support as early as possible.

• Shipping charges cover work already carried out once a consignment is collected, consolidated or dispatched, and are not refundable at that point.
• Shop orders and accommodation bookings follow the cancellation terms shown at the time of purchase.
• Where goods arrive damaged or an order is wrong, report it through support with photos and your tracking code so it can be investigated.

Raise it through in-app support or by email, including the transaction or tracking reference and what you would like us to do.

Review time depends on the transaction, supplier, carrier or payment provider involved. Support will update you through your ticket while the request is being investigated.