This refund policy outlines the process and guidelines for requesting a refund. Please read the following information to understand our refund policy.
Conditions of Refund:
- If you experience any difficulties with the Service, do let us know.
- After submitting a Transaction, you have the option to revoke your agreement with us. This right to cancel lasts for fourteen days from the time you submit the transaction, or until the earliest of the time we execute the contract by paying the Pay-out Amount to the Recipient. We reserve the right to impose a cancellation fee if you exercise your right to do so under this clause.
- If you include the Sender’s complete name, address, and phone number along with the Transaction identification number, Transaction Amount, and the justification for your refund request in a written request for a refund, we will take your request into consideration.
- Any refunds will be sent in the same currency and to the same Payment Instrument that was used to pay the Transaction. Any currency fluctuations that may have happened in the interim won’t be taken into account.
- If we do provide you a refund, the Transaction Amount will only be returned to you if the Transaction was not paid out to the intended recipient (in which case we will also cancel your pending Transaction); otherwise, the Transaction Fee will be returned to you.
- In addition to the transaction fee, bank can also subtract its fee from the transaction amount. It should be noted that the bank, not NETG5 Global Ltd., is responsible for this fee.
How do I get a refund?
You must first cancel your transfer in order to receive a refund. After you cancel, your refund will be processed, and the funds will be sent back to the original payment account.
Note: You can cancel your transfer and receive a full refund as long as the transfer hasn’t been received or collected by your recipient
When will I get my refund?
We begin processing your refund request as soon as your transfer is cancelled. However, it may take longer to receive the funds back into your card or bank account. Depending on the payment type and the time you cancel, the timeframe may change. The anticipated time frames for each payment option are listed below:
- Payments made with a debit or credit card: The time it takes for your money to be credited back into your account is typically 3 to 5 business days. However, depending on your bank, it might take up to 10 business days.
- Bank account payments: The time it takes for your money to be paid back into your account might be up to 10 business days.
Note: In most cases, both the original charge and your refund will show up on your bank statement. Sometimes, the original charge will just be removed.
Why do refunds take so long?
We understand that waiting for a refund might be frustrating. Timelines for refunds vary based on the type of payment, the location, and how soon your bank can execute the return.
What if I haven’t received my refund after 10 business days?
If it’s been more than 10 business days and you haven’t received your refund, follow these steps:
- Check the transfer status to confirm the transfer has been cancelled.
- Make sure the original charge is still included in your account.
- If the original charge is on your account, and there’s no corresponding refund, contact your bank to find out the current status.
- If your bank can’t locate the refund, contact us.