Cancellations and refunds
When a transfer can be cancelled, how long a refund takes, and what happens if you change your mind.
A transfer can be cancelled at any point up until your recipient collects the money. Once a transfer has been paid out to your beneficiary by our payout partner, cancellation of your money transfer is no longer possible.
Cancelling a transfer
- 1Email Support from the address on your account, with your transfer reference and the word "Cancel".
- 2We confirm the cancellation, or tell you straight away if the money has already been collected.
- 3We send the refund to the bank account you paid from.
A quote that you have not accepted does not need cancelling. It simply expires - no money has moved.
When a transfer cannot be cancelled
The point of no return
- Status Collected - the recipient has taken the cash. A completed transfer is not refundable, and cannot be recalled by anyone including us.
Cancel as early as you can
A transfer that is Ready for collection can still be cancelled, but only until your recipient collects it. If you want to stop a transfer, cancel it straight away rather than waiting.
How long a refund takes
By payment method
- Bank transfer - we send it within one working day of the cancellation, then your bank's processing time on top.
- We do not refund to a different account, wallet or card than the one that paid. This protects you against funds being redirected to a scammer.
Our fee is returned in full when we cancel a transfer. Where we refund a transfer after a complaint is upheld, the position depends on what the complaint was about, and we will set out the calculation.
If a refund has not arrived
- 1Check the date in our cancellation email.
- 2If more than two working days have passed and nothing has arrived, check with your bank that the account is still open and accepting credits.
- 3Contact Support with the transfer reference. If the refund was not issued, we can re-issue it the same day.
Disputes and complaints
A dispute is different from a cancellation. If you believe we have got something wrong - a fee charged in error, an amount converted incorrectly, a transfer that did not do what it said it would, or a collection refused wrongly - raise a complaint rather than a cancellation. We will investigate, tell you the outcome and the reasoning, and how long it took.
Our full Cancellation and Refunds policy and our complaints process are part of our terms. We will not treat you differently for complaining.
Change of mind is a cancellation, not a complaint
If you simply sent more than you meant to, cancel the transfer. A complaint is for something we did wrongly, and using the wrong route slows both down.