Last Updated: 2025/12/11
At Fiat2Fiat LLC, we want you to have confidence in our service. This Refund Policy explains when and how you can get your money back. Our guiding principle is customer satisfaction and trust. If a transfer doesn’t go as planned, we will make things right as fairly and quickly as possible.
1. Scope of this Policy
This Refund Policy applies to all fiat currency transfer services provided by Fiat2Fiat. It covers scenarios such as cancellations, delivery delays, transaction errors, and other issues that might result in you (the sender) being entitled to a refund. It supplements our of Use; in case of any inconsistency, this Refund Policy will govern refunds, whereas the govern overall service use.
2. 30-Minute Delivery Guarantee
We offer a 30-Minute Delivery Guarantee on our transfers. This means if your money transfer is not delivered to the recipient within 30 minutes, you have the right to cancel the transfer and get a full refund of the amount you paid, including any service fees. This guarantee underscores our commitment to speedy service and gives you control if things slow down.
•How to Claim: If 30 minutes have passed since you made payment and your recipient still hasn’t received the funds, you can contact us via the app’s support chat or phone support to request a cancellation and refund. Our team will verify the status, and if indeed the transfer is pending or undelivered, we will cancel it and initiate a refund immediately. You also have the option to wait longer if you prefer (maybe you trust it will arrive shortly). The guarantee doesn’t force a refund; it simply gives you the choice.
•No Penalty: Exercising this guarantee incurs no penalty or charge. The full sent amount plus any fees will be returned. We essentially treat the transaction as if it never happened for you financially.
•Limitations: This guarantee applies per transaction. If you choose to wait and not cancel at the 30-minute mark, you still retain the right to request cancellation up until the transfer completes. However, once the money is delivered, the guarantee period effectively ends (since the service was provided). Also, if the delay beyond 30 minutes was caused by something under your control (e.g., you took 15 minutes to respond to a compliance question during the transfer, extending the timeline), we might measure the 30-minute window starting after resolution of that issue. We will always be reasonable and transparent about such calculations.
This policy aligns with consumer-friendly practices in the remittance industry, where senders typically have a short window (often 30 minutes) to cancel a transfer if the funds haven’t been received yet . We want you to feel secure that you won’t be out-of-pocket if our service is slower than promised.
3. Other Refund Triggers
Aside from the 30-minute guarantee, refunds can occur in various situations:
•Transfer Failure: If a transfer fails to complete due to a system error, banking issue, or partner failure, and the funds cannot be delivered, we will cancel the order and refund you. For example, if the recipient’s bank rejects the deposit due to an invalid account number and we cannot reasonably obtain corrected information, we will refund you.
•Cancellation by Sender (within 30 Minutes): You have the right to cancel a remittance within 30 minutes of making payment, provided the funds have not yet been delivered to the recipient . If you exercise this right (e.g., you change your mind or notice you made a mistake in recipient details), we will refund your money in full. We encourage prompt action, because after 30 minutes the transaction might already be executed on the receiving side. We do our best to accommodate cancellation requests even after 30 minutes, but we cannot guarantee them if the money is already with the beneficiary or en route in a way that cannot be recalled.
•Excessive Delay: If a transfer is delayed beyond a reasonable timeframe (even beyond 30 minutes) due to issues on our end or with our partners, and you choose not to cancel but eventually the transfer still doesn’t go through in a reasonable period, we will refund you. “Reasonable” here might depend on context (for instance, if a corridor typically takes a day and it’s been 3 days with no delivery, that’s unreasonable; we would refund if you request). Our policy is not to hold your money hostage – if we cannot fulfill your transfer in a timely manner, you get your money back.
•Duplicate Charges/Errors: If you were charged wrongfully (say, you sent one transfer but your card was charged twice), or if the amount charged is incorrect, we will correct the error and issue a refund of any excess. Please report billing errors as soon as you notice them.
•Unclaimed Funds: In cases where the recipient needs to take action to claim funds (such as picking up cash or providing additional info for a payout) and they fail to do so within a certain period, the transfer might be canceled and funds returned to you. We will typically attempt to remind the recipient or ask you to alert them. If ultimately the money remains unclaimed (usually after 30 days or a timeframe required by law), we will reverse the transaction and refund you the principal amount (fees may or may not be refunded depending on the situation; often we refund everything except perhaps costs we incurred if the fault was not ours – but generally, we try to return the full amount).
4. Process for Refunds
When a refund situation arises, here’s how the process works:
•Initiation: A refund can be initiated by you (the sender) requesting it or by Fiat2Fiat proactively (for instance, if we detect a failed transfer). The safest way to request a refund is through our official support channels (in-app chat, support email, or support phone line). We will authenticate you to ensure you are the sender and then proceed.
•Confirmation: We will confirm the details of the transaction in question (transaction ID, date, amount, recipient) and the reason for refund. If approved, we will provide you with a refund confirmation in writing (email or in-app message) for your records.
•Method of Refund: Refunds are returned to the original payment source whenever possible . This means:
•If you paid via bank transfer, we will send the refund to the same bank account you used.
•If you paid with a credit or debit card, the refund will be issued back to that card (it will appear as a credit on your card statement).
•If you paid using a stored-value balance with us (if applicable) or via another payment app, we credit back to that balance or account.
•If you sent funds to us in cryptocurrency (e.g., USDT), and a refund is due, we will attempt to send back the equivalent amount in the same cryptocurrency to the wallet address you originally used.
•We do not typically issue refunds in cash or to third-party accounts. It must go back to the source for security and legal compliance (to prevent money laundering via “round-tripping”).
Note: In rare cases where the original payment method cannot accept a refund (for example, a prepaid card that has been closed, or a one-time virtual card), we will work with you to find an alternative – possibly a bank transfer to an account in your name. We may require additional verification for alternative refund methods to ensure it’s going to the rightful person.
•Timeline: We process refunds as promptly as possible. Often, we initiate the refund within hours of confirming eligibility. However, the time it takes for you to actually see the money depends on the payment rails:
•Card refunds typically take 1–3 business days to reflect, though some banks may take up to 7 days.
•Bank transfer refunds (via ACH or wire) can take 1–2 business days domestically, and a bit longer for international.
•Crypto refunds can be very fast (within an hour) since it’s just another blockchain transaction, but this also depends on network congestion and confirmation times. We will provide you with a transaction hash for any crypto refund for transparency.
•If there are any expected delays (for instance, if our partner bank needs extra time), we’ll let you know. Our obligation under regulations, such as the U.S. remittance rule, is often to refund within a maximum of 7 business days, but we aim much quicker than that.
•Communication: Once a refund is processed, we will send you a notification summarizing the details: the amount refunded, the method, and an identifier (such as a reference number or transaction ID). Keep this for your records. If you don’t see the refund by the expected time, contact us and we will help trace it.
5. Special Considerations for Cryptocurrency Transactions
While most of our transfers involve fiat money, if you use cryptocurrency in the process (e.g., paying us in USDT or if we send out USDT), please note:
•Irreversibility: Blockchain transactions, once confirmed, are irreversible. If a crypto payout to a recipient has been completed, we cannot claw that back. So refunds for crypto transactions are only possible if the issue is caught before the crypto is sent out to the recipient. For example, if you paid us in USDT and we encounter a problem, we can refund you before executing the payout on-chain. But if we’ve already sent USDT to the recipient’s wallet specified and later it turns out it was the wrong address or other issue, retrieving those funds is generally not possible.
•Network Fees: When refunding in crypto, we will refund the principal amount in crypto. However, any network transaction fees (miners’ fees) that were expended are not recoverable. We do not charge you additional fees for refund, but if, say, you sent 100 USDT and it cost you a network fee, that fee went to the network and cannot be refunded by us. If we refund 100 USDT, you might effectively slightly lose the network fee cost of your original send. This is unfortunately a limitation of blockchain mechanics.
•Exchange Rate Fluctuations: If a refund involves converting crypto back to fiat or vice versa (for example, you paid in USDT but want refund in USD to your bank), we will use the prevailing exchange rate at the time of refund processing. We do not guarantee the same crypto or fiat value as of the original transaction date, since crypto prices can fluctuate. Rest assured, if the issue was our fault or a service failure, we aim to make you whole in the currency you prefer (we’d typically ask if you want USDT back or the equivalent in fiat). But any market risk of holding crypto in the interim is generally accepted by the user when using crypto.
6. Exceptions and Non-Refundable Situations
While we strive to be generous with refunds, some situations do not qualify:
•Completed Transfers: Once a transfer is successfully completed – meaning the recipient has received the money in their account or picked up the cash – the transaction is final. We cannot “refund” money that has been delivered as intended. At that point, any dispute would have to be resolved between you and the recipient (e.g., if the recipient didn’t fulfill some obligation to you, that’s outside our service scope). The only exception might be if you promptly inform us that the recipient didn’t actually receive it and we confirm a mistake on our end. But if our system shows delivered and the details were correct, we consider it done.
•Sender’s Remorse After Completion: Similarly, if you simply regret sending money (for example, you paid an invoice and later have a dispute with the vendor), we cannot recall that transfer. Our service is like handing cash to the recipient via electronic means – once handed over, we can’t get it back without the recipient’s cooperation.
•Scams or Fraud not involving Fiat2Fiat’s fault: Be cautious of whom you send money to. If you were induced to send money under false pretenses (e.g., a scammer convinced you to send money), unfortunately that is not a transaction error we caused. While we sympathize and will cooperate with law enforcement if you report the scam, we typically cannot refund you because the funds went to the scammer and we can’t retrieve them. Always double-check the legitimacy of people you send money to.
•Inactivity or Abandoned Funds: If you have a balance with us or a refund waiting for you and you fail to claim it or provide us with details to return it (for instance, we keep trying to get your updated bank info for a refund and you don’t respond), we will hold the funds for the period required by law. After that, unclaimed property laws may require us to hand the money to the government as unclaimed property. It’s not exactly a “non-refund,” but at that stage you’d have to claim it from the government. To avoid this, please respond to our communications and claim refunds promptly.
•Fees for Services Already Rendered: Certain fees might not be refundable if the service they cover has been substantially rendered and the issue wasn’t our fault. For instance, if you send money and then decide to cancel after an hour, we refund the principal and our fee because of our policy. But if you had a special request that involved a separate charge (say, a fee for expedited processing) and we did expedite on our end but the delay was on the recipient’s bank, that additional fee might not be refunded. We will evaluate on a case-by-case basis with the aim of fairness.
7. How to Contact Us for Refunds
If you need to request a refund or have questions about a transaction, you can contact our Customer Support:
•Email: refunds@[Fiat2Fiat].com
•Phone: +1-XXX-XXX-XXXX (Refunds/Customer Care Line)
•In-App Chat: Use the support chat in the Fiat2Fiat app or web portal, and select the topic “Refund or Cancel a Transfer” to be directed to a specialist.
Please provide the transaction ID (or date/amount details) and the reason for your refund request. Our support team will guide you through the next steps and inform you of the outcome. We aim to resolve all refund inquiries as quickly as possible, typically within 1 business day for initial response and within 3 business days for resolution (often much sooner).
8. Changes to this Policy
We may update this Refund Policy from time to time. If we make significant changes, we will notify active users via email or app notification. The latest version will always be available on our website. Your continued use of our services after a policy update signifies your acceptance of the changes.
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Conclusion:
Fiat2Fiat LLC’s policies are designed to be transparent and user-centric. Our Privacy Policy demonstrates our commitment to safeguarding your data in compliance with Canadian law (PIPEDA) and global standards, our of Use set out the rules and protections for using our money transfer services, and our Refund Policy ensures you have remedies if anything goes wrong. We value your trust and are dedicated to providing a secure, fast, and reliable service for all your fiat-to-fiat currency transfer needs.
By using Fiat2Fiat, you can be confident that your information is handled with care, your transactions are backed by clear guarantees, and your rights as a consumer are respected. Thank you for choosing Fiat2Fiat LLC for your international money transfer requirements.
Sources: The policies above draw on Canadian privacy principles and international financial regulations to ensure compliance and fairness. For instance, PIPEDA’s guidelines inform our data practices , while remittance consumer protection rules shape our cancellation and refund . We also reference industry standards from comparable services for transparency in security and liability disclosures . These policies are intended to be comprehensive and clear, but if you have any questions or require further information, please reach out to us.