Refund policy

This page summarises refund and cancellation rules for our services. The legally binding wording is in our Terms & Conditions (United Kingdom).

Money transfers

Uncollected transfers

We may cancel money transfers that are not collected by the Receiver within 60 days of availability. We will make reasonable efforts to refund the transfer amount to your original payment method. Our payment processing partners may require additional steps to complete the refund. If a refund cannot be processed through the payment method you used for the transaction, we may ask you to provide an alternate bank account number and account statement so we can process the refund.

We may deduct processing fees or charges incurred during the refund process from the total amount refunded.

Cancelling a transfer

You can cancel a transaction at any time before we receive the funds and provide a confirmation notice. Where that applies, you may cancel through the option in your profile; if we have not received funds, no refund is due and the transfer order will be cancelled.

If we have received the funds and issued a confirmation, you may still be able to cancel and apply for a refund if we have not already completed the service.

You cannot cancel once the service is complete or we have sent instructions to our partners to deliver the service, for example when:

• Funds are deposited into the Receiver's designated bank account, wallet, or mobile number; or
• The Receiver has already accessed or collected the transferred funds.

Once delivery instructions are sent to the pay-out partner, the transaction cannot be cancelled unless we receive confirmation from the partner that the funds are still available. If the partner confirms the Receiver has collected or accessed the funds, the transaction is final.

Refunds when cancellation is possible

Where we can cancel the transaction, we will refund the transfer amount in full or in part to the payment method used for that transaction, except as below.

If you request cancellation, we may deduct reasonable costs we incur (for example administrative fees, currency conversion losses, or third-party charges), except where the law does not allow such deductions for refunds you are legally entitled to. Any refund may therefore be net of those deductions.

We may need to contact you to confirm your cancellation request before we cancel and refund. If we cannot reach you using the contact details you provided, we may not be able to cancel; the transaction may stay active until we receive confirmation. We are not liable for delay or failure to cancel where confirmation cannot be obtained.

Errors and overpayments

We may cancel a transaction not yet paid to the Receiver if an error beyond our control causes the transaction or payout amount to exceed what was authorised, to prevent excess disbursement.

If excess funds are paid to the Receiver because of such an error, we may recover the overpaid amount. You agree to co-operate with us; failure to assist may lead to enforcement or legal action to recover the excess.

Airtime top-up

You must enter the correct mobile number; if you enter the wrong number, the top-up may still be sent and cannot be reclaimed or redirected after we process the payment instruction.

If the receiver's country applies taxes on airtime top-ups, tax may be deducted from the transaction amount, so the payee may receive less than sent.

Once airtime is sent to a mobile number, it generally cannot be refunded or removed from the phone. You cannot cancel an airtime top-up after we receive your instruction.

We sell non-tangible, irrevocable digital goods: we do not issue refunds once the order is completed and airtime is delivered. Abuse or fraud may be investigated; we may refuse orders and not issue credit or codes where suspected.

Contact

Questions about refunds: support@acetransfer.com

Complaints: complaints@acemoneytransfer.com or https://acemoneytransfer.com/file-a-complaint.