Refund Policy

At PesaTransfers Remittance Services Pty Ltd (“PesaTransfers”, “we”, “our”, or “us”), we are committed to providing fast, secure, and reliable international money transfer services. This Refund Policy explains the circumstances under which refunds, cancellations, or reversals may be processed for transactions initiated through our website, mobile applications, or other supported channels.

This policy is designed to comply with applicable Australian laws, including the Australian Consumer Law, the Privacy Act 1988 (Cth), and AUSTRAC AML/CTF obligations.

1. Eligibility for Refunds

Refunds may be approved under the following circumstances:

• The transaction has not yet been paid out to the recipient.
• The transfer failed due to technical or processing issues.
• Incorrect recipient details prevented successful delivery.
• The transaction was cancelled before completion.
• The request is submitted by the verified sender.
• The refund does not breach AML/CTF, fraud, or sanctions obligations.

Refunds cannot be guaranteed once funds have been successfully delivered to the recipient.

2. Non-Refundable Situations

Refunds may not be available where:

• The recipient has already received or collected the funds.
• Incorrect beneficiary details were provided by the sender.
• The transaction was completed successfully and the sender changed their mind.
• Recovery of funds is not commercially or legally possible.
• The transaction is subject to legal, regulatory, or fraud investigations.
• Service fees, FX margins, or third-party charges have already been incurred.

3. How to Request a Refund

To request a refund or cancellation, please contact our support team and provide:

• Your transaction reference number
• Your full name
• Your registered email address or phone number
• A clear explanation of the issue

Refund requests can be submitted via email at: support@pesatransfers.com

4. Refund Processing Timeframes

Processing times may vary depending on banking networks, payment providers, regulatory checks, and international settlement timelines.

5. Refund Method

Approved refunds are generally returned using the original payment method wherever possible. Refunds may exclude:

• Payment gateway fees
• Foreign exchange losses
• Third-party banking or processing charges
• Transaction delivery fees already incurred

6. Fraud, Compliance & Security Reviews

PesaTransfers reserves the right to delay, reject, or withhold refunds where:

• Fraudulent activity is suspected
• The transaction is under AML/CTF review
• The transaction is linked to sanctions or prohibited activities
• We are required by law or regulators to retain the funds

As a regulated remittance business, we cooperate fully with AUSTRAC, financial institutions, and law enforcement authorities where legally required.

7. Customer Responsibilities

Customers are responsible for ensuring all transfer information is accurate before confirming a transaction, including:

• Recipient name
• Bank or wallet details
• Phone numbers
• Transfer amount
• Destination country

Incorrect or incomplete information may result in delays, failed transactions, or non-recoverable funds.

8. Changes to This Policy

PesaTransfers may update this Refund Policy periodically to reflect operational, legal, or regulatory changes. The latest version will always be published on our website.

9. Contact Us

For refund requests or support enquiries, please contact:

PesaTransfers Remittance Services Pty Ltd
Email: support@pesatransfers.com
Website: www.pesatransfers.com