Pre-launch review: 1 unfilled fact in the Cancellation and Refunds policy
This document has not been through legal sign-off. The items below are still placeholders. They are collected automatically from the copy, so this list cannot fall out of step with the text.
- number of days a transfer stays available for collection
Cancellation and Refunds
Applies from a date to be confirmed.
This policy forms part of our Terms of Service and applies to every transfer you arrange with QuestPay Ltd. If anything here is unclear, contact us at support@questpay.com before you send.
1. Your right to cancel
You can cancel a transfer at any time until your recipient has collected the money. Cancelling is free: we refund the full amount you paid, including our fee.
A quote you have not accepted does not need cancelling. It simply expires, and no money moves.
2. How to cancel
- 1Email support@questpay.com from the email address on your account, with your transfer reference and the word "Cancel".
- 2We confirm the cancellation by email, or tell you straight away if the money has already been collected.
- 3We send your refund (section 4).
Cancel as early as you can
A transfer can be cancelled only until it is collected. If you want to stop a transfer, tell us straight away rather than waiting.
3. When a transfer cannot be cancelled
- Once your recipient has collected the money, the transfer is complete. It cannot be cancelled or recalled by anyone, including us, and it is not refundable.
- If you think a transfer was collected by the wrong person, contact us immediately - see section 7.
4. How and when you are refunded
- We send the refund to the bank account you paid from, within one working day of the cancellation.
- Your bank then credits it on its own timescale, usually the same or the next working day.
- We refund in the currency you paid in, for the amount you paid. We do not refund to a different account, or to anyone other than you. This protects you against funds being redirected to a scammer.
- If your payment had not reached us when you cancelled, there is nothing to refund, and we will not take the payment when it arrives - we return it.
5. If we cancel a transfer
We may cancel a transfer where we cannot complete the identity or sanctions checks, where we suspect fraud or money laundering, or where the transfer cannot be paid out. We will tell you why where the law allows us to.
- If the reason is on our side, we refund the full amount, including our fee.
- If the transfer failed because information you gave us was wrong, missing or out of date, we refund the amount you sent and may keep our fee to cover the work already done.
- Where the law requires us to hold funds while a matter is investigated, we will refund once we are allowed to.
6. If your recipient does not collect
A transfer stays available for collection for [[number of days a transfer stays available for collection]]. If it is not collected by then, we cancel it and refund you in full, including our fee, as set out in section 4. We will try to remind you and your recipient before that happens.
7. Something went wrong
A change of mind is a cancellation. If instead you believe we got something wrong - a fee charged in error, an amount converted incorrectly, or a transfer paid to the wrong person - make a complaint. Our complaints process, with the time limits we work to, is in section 12 of our Terms of Service.
Write to QuestPay Ltd, Complaints, 195-197 Whiteladies Road, Bristol, England, BS8 2SB, or email support@questpay.com with your transfer reference.