Refund Policy

1. About This Policy And Who We Are

Roze Int (Pvt) Ltd trading as Roze Remit (“Roze Remit”, “we”, “us”) provides online money remittance services. This Refund Policy explains when and how cancellations and refunds work for transfers you create via our website or app. It forms part of our Terms and Conditions and the applicable Jurisdiction Annex.

Contact: [email protected], +44 2039947333, 14 High Street, Barkingside, Ilford, IG6 2DF, United Kingdom.

Definitions used in this Policy:

Transfer means a single request to send money.

Funding method means Open Banking/bank transfer or a 3-D Secure payment card in your name.

Compliance hold means a temporary pause to complete legal or risk checks.

2. How To Cancel Or Request A Refund

Request cancellation in-app by opening the transfer and selecting cancel, or email [email protected] with your transfer reference. A transfer can usually be cancelled before payout. Once funds are paid out to the beneficiary, recall is unlikely and depends on the receiving institution and beneficiary consent.

3. When We Issue A Refund

We refund to the original funding method if:

1. you cancel before payout;
2. we cancel or the transfer is rejected (for example, failed or incomplete checks, incorrect details, partner rejection, corridor suspension);
3. a duplicate payment or our processing error occurs; or
4. you do not complete required verification within the timeframe we specify.

If incorrect beneficiary details were provided and funds have been paid out, a refund is only possible if recovery is successful.

4. Refund Timelines

We submit refunds promptly after approval (the point at which any required checks are complete). Posting times depend on your bank or card issuer and may be affected by weekends and public holidays.

1. Open Banking or bank transfer funding
• we submit within one business day of approval
• typical bank posting is three to five business days
2. Card funding (3-D Secure cards)
• we submit within one business day of approval
• typical card issuer posting is three to ten business days

Country-specific timelines may apply and are set out in the relevant Jurisdiction Annex.

5. Refund Method And Currency

Refunds are returned to the original funding method and in the original funding currency. We do not refund to a different account or in cash. Where a refund follows currency conversion, we refund the original funding currency; we are not responsible for exchange-rate movements after cancellation. If a transfer was partially paid out, any remaining balance will be refunded and the paid amount will not be recalled unless recovery is successful.

6. Deductions, Reversals And Recovery Costs

If your bank or card issuer reverses or charges back a payment, you remain liable to us for the transfer amount, fees, and any associated costs; we may recover these from your account or future payments. If you ask us to trace, amend, or recall a transfer and third parties charge us for these actions, we may deduct reasonable external costs from any refund. We may delay or limit a refund where required to comply with law enforcement, sanctions, chargeback rules, or other legal obligations; we will notify you where legally permitted.

7. Errors Caused By Us

If we fail to execute a transfer or execute it incorrectly, we will refund the transfer amount and fees or re-execute the transfer where possible. If we debit you with an incorrect amount, we will correct the error and refund any difference. If we credit a beneficiary incorrectly, we will take reasonable steps to recover the funds. We are not responsible for fees deducted by third party institutions or for losses arising from inaccurate information you provide (for example, beneficiary details).

8. Legal And Regulatory Restrictions

We may delay, restrict, or decline a refund where required by law, a court order, law enforcement request, sanctions obligations, chargeback rules, or other regulatory requirements. In some cases we may be legally prohibited from explaining the reason to you (no-tipping-off). Once the restriction is lifted, we will process any eligible refund without undue delay.

9. Contact and complaints

For refund queries or to raise a complaint, contact [email protected]

or use in-app help. We will acknowledge, investigate, and aim to resolve your complaint as quickly as possible in line with our Terms and the applicable Jurisdiction Annex.

For UK residents, if you remain dissatisfied after our final response or if eight weeks have passed, you may refer your complaint to the Financial Ombudsman Service free of charge within six months (Email [email protected], Tel 0800 023 4567, Exchange Tower, London E14 9SR). For residents of other Supported Sending Countries, the external escalation route is set out in your Jurisdiction Annex.