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FAQs
Here, you will find answers to the most commonly asked questions about our remittance services. Whether you need information on how to send money, our fees and exchange rates, or how your recipient will receive the funds, we've got you covered. If you have any further questions, our customer support team is here to help.
About the service
Who can use Roze Remit
Adults (18+) resident in our Supported Sending Countries listed in the app/website. The service is for personal use only.
No. We do not onboard business customers and we do not process business, commercial,
payroll, contractor, merchant, or invoice payments.
Destination corridors are shown in the app/website and may change for legal, risk,
or
partner reasons. Some corridors may require extra documents or limits.
Account and verification
Identity document, selfie/liveness (where applicable), proof of address, and—where
needed
for compliance—additional information such as source-of-funds or purpose-of-transfer
declarations and relationship to the beneficiary.
No. Electronic checks may leave a soft-search footprint that does not affect your
score.
No. One personal account per customer. Do not let anyone else use your account.
Payments and processing
Open Banking or local bank transfer rails and 3-D Secure cards in your name. We do
not
accept cash, cheques, prepaid vouchers, or virtual assets.
Most complete within three hours once funds are received and initial screening has
cleared.
Some may take up to 24 hours depending on corridor, method, and receiving bank.
We may need to complete verification or regulatory checks, or there may be
partner/bank
checks. We review complete documents within 24–48 hours of receipt and resume
processing once checks are satisfied.
Rates and fees
When we have received cleared funds and initial screening has cleared, subject to
any rate
lock window shown at checkout. If the lock expires, we will ask you to re-confirm
the new
rate.
You see fees before confirming. Receiving institutions may deduct their own charges
outside
our control unless a guaranteed delivery amount is shown at checkout.
Cancellations and refunds
You can request cancellation before payout. We will try to stop it but cannot
guarantee once
processing has started.
After approval: Open Banking/bank refunds typically post in 3–5 business days; card
refunds
in 3–10 business days. Posting times depend on your bank/card issuer and public
holidays.
If funds are not paid out, we will attempt to amend or cancel. If paid out, recovery
depends
on the receiving institution and beneficiary; refunds are not guaranteed.
Safety and scams
We use layered controls (device and behaviour checks, sanctions/PEP screening,
velocity
limits, prompts about purpose and relationship). We never ask you to move money to a
“safe account,” share one-time codes, or install remote-access tools.
Stop the payment if possible, contact us via in-app help, email
[email protected], or
call +44 203994 7333, and contact your bank
immediately to request a recall.
Data and privacy
Identity and contact details, verification and screening data, account/profile and
beneficiary
details, funding and transaction data, device/IP/approximate location and security
telemetry,
and communications with us. See our Privacy Policy for full details.
Yes, with trusted providers acting under our instructions (for verification,
payments, hosting,
security, support) and with authorities where required by law. See our Privacy
Policy.
Contact and complaints
Use in-app help, email [email protected],
or call +44 203994 7333. Postal:
Roze Remit, 14 High Street, Barkingside, Ilford, IG6 2DF, United Kingdom.
We aim to resolve complaints within the timeframe in your Jurisdiction Annex. UK
residents
may escalate to the Financial Ombudsman Service within six months of our final
response or
after eight weeks: [email protected],
0800 023 4567, Exchange
Tower, London E14 9SR.
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