Overview and Scope of Policy
This Return Policy is developed by TransferExpress, duly registered and organized under the laws of Azerbaijan.
The main purpose of this policy is to inform TransferExpress users about how the return process works at TransferExpress, as well as to regulate the use and options of both TransferExpress and TransferExpress users regarding the return process.
Our Return Process/Procedure
Generally, for individual users, the return process begins when a transaction fails in our system or in any other third party that may be involved in the transaction process. This third party includes, but is not limited to, our partners and other financial or banking institutions. Transactions may also fail due to your errors, for example, when you provide an incorrect recipient name or transfer the wrong amount to us.
After we have failed to complete your transaction, you can request a refund through online messengers or a feedback form. After that, send us the details, and make sure that in the return details you have already specified the same bank account that you used for the transaction. Once we process your refund request, your money will be returned within 1-7 banking days.
Please note that we will not refund any transaction for which a refund has not been requested through our platform for any reason.
Acceptable Return Conditions
Generally, we cannot process refunds at your request without using our platform. However, in some urgent cases, a refund may still be possible if you can provide some supporting documents to justify the refund request and the urgency of cancellation.
A refund request may be allowed if it is based on any of the following reasons:
– The transaction is sent to the wrong recipient.
– The transaction amount is incorrect.
– You mistakenly made the same transfer more than once.
– Money is erroneously directed to TransferExpress accounts.
– The payment is rejected for compliance reasons.
We cannot guarantee a successful refund. However, we will do our best to return the funds at your request. Please note that there are situations beyond our control that may prevent us from fulfilling your request.
Refund Rejection Conditions
All refund requests made by you may be delayed or not processed and returned if your refund request:
– Is frozen by TransferExpress based on a request from relevant authorities, regardless of the reason for the refund request.
– Has already been sent to the recipient, regardless of the reason for the refund request.
– Is strongly suspected of being made for the purpose of money laundering, terrorist financing, or is related to any criminal case currently under consideration under Indonesian law.
– Is sent to the relevant authority based on their request.
– The status of your transaction is still not “Failed”.
Obligations and Responsibilities
– We will be responsible for any delay in the refund process on your part if the delay in the refund process or transaction cancellation is caused by our internal problems.
– We will not be responsible for any losses, damages, delays in the refund process requested by you if:
The delay in the refund process or transaction cancellation is caused by external factors, including but not limited to your error or delay on the part of other third parties that cannot be reasonably prevented by us.
– The delay is caused by any kind of force majeure circumstances.
Miscellaneous
We cannot intervene in disputes between senders and recipients, so we recommend that you know and trust the person or company you are sending money to before making a transfer.
Failure at any time to demand performance of any of the provisions contained in this agreement in no way affects their rights under these provisions.