Refund Policy

1. Purpose of the Policy

This Refund Policy aims to clearly define the refund process, terms, and timelines for money transfers made through the Remitly app.

2. Eligibility for Refund

Refunds may be applicable in the following cases:

• If a transaction fails but money is deducted from the customer's account.
• If the same transaction is completed multiple times (duplicate).
• If money fails to reach the intended recipient due to technical error.
• If the user requests cancellation while the transaction is still "Processing" (if money has not yet been delivered).

3. Cases Where Refund is Not Applicable

Refunds will NOT be provided in the following cases:

• If the user provides incorrect account number, mobile number, or other wrong information.
• If money is successfully credited to the recipient's account.
• If loss occurs due to user negligence or sharing security information (such as OTP, password).
• If money is withheld due to legal or regulatory authority directives.

4. Refund Timeline

• Refund requests will be verified within 3-7 business days of receipt.
• Once approved, the refund will be processed within 7-14 business days via the original payment method.
• For international transactions, it may take up to 14-21 business days.

5. Refund Application Process

To apply for a refund, users must:

• Apply through the app's "Support" or "Help Center".
• Provide the correct transaction ID.
• Complete identity verification (KYC) if required.

Incomplete information may result in the application being rejected.

6. Fees and Charges

• Processing fees may not be refundable in some cases.
• Charges from banks or payment partners may apply.
• Currency conversion differences may be adjusted in refunds.

7. Fraud Prevention

Remitly, for fraud prevention purposes:

• May investigate suspicious transactions.
• May request additional documents or verification.
• May suspend or cancel refunds if necessary.

8. Policy Changes

Remitly reserves the right to change or update this Refund Policy at any time. Updated policies will become effective upon publication in the app.

9. Contact Us

For any questions or assistance regarding refunds, please contact us: