Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy explains the circumstances under which transactions processed through Grinpay may be cancelled or refunded.

Grinpay is a cross-border payment platform that facilitates payments, currency conversion, and settlement through licensed banking institutions, payment processors, and mobile money partners.

By using Grinpay, you agree to this Refund & Cancellation Policy.

2. General Policy

Due to the nature of financial transactions, most completed transactions are final and irreversible.

Users are encouraged to carefully review all transaction details before confirming any payment or transfer.

3. Cancelling a Transaction

A transaction may only be cancelled if:

• It has not yet been processed;
• Funds have not been transferred to the recipient;
• Currency conversion has not been completed;
• Settlement has not been initiated.

Cancellation requests are subject to review and approval by Grinpay.

4. Completed Transactions

Once a transaction has been:

• Authorized by the user;
• Successfully processed;
• Converted (where applicable); and
• Settled to the recipient,

it is considered final.

Completed transactions cannot be cancelled or refunded, except where:

• Required by applicable law;
• A verified technical or processing error occurred;
• Grinpay determines that a refund is appropriate after investigation.

5. Failed Transactions

If a transaction fails before reaching the recipient due to:

• Technical system errors;
• Banking or mobile money failures;
• Payment processor failures;
• Network interruptions; or
• Other processing issues,

Grinpay will investigate the transaction.

If funds were not successfully delivered, the customer may be eligible for a refund or reversal, depending on the outcome of the investigation.

6. Incorrect Recipient Information

Customers are solely responsible for ensuring that all recipient details are correct before confirming a transaction.

This includes, but is not limited to:

• Mobile money number;
• Bank account number;
• Recipient name;
• Country;
• Currency.

Grinpay is not responsible for losses resulting from incorrect information provided by the customer.

Where possible, Grinpay may attempt to assist in recovering funds, but recovery cannot be guaranteed.

7. Duplicate Transactions

If a customer is charged more than once for the same transaction due to a technical error, Grinpay will investigate the issue.

Verified duplicate transactions may qualify for a refund or reversal.

8. Fraudulent Transactions

Where fraud is suspected, Grinpay reserves the right to:

• Suspend processing;
• Delay settlement;
• Request additional documentation;
• Freeze affected accounts where permitted by law;
• Cooperate with law enforcement and regulatory authorities.

Refund requests involving suspected fraud will only be considered after a full investigation.

9. Compliance Reviews

Certain transactions may be delayed or declined to comply with:

• Know Your Customer (KYC) requirements;
• Anti-Money Laundering (AML) regulations;
• Counter-Terrorist Financing (CTF) obligations;
• Sanctions screening;
• Regulatory requirements.

A transaction delayed for compliance review does not automatically qualify for a refund.

10. Currency Exchange

Where currency conversion forms part of the transaction:

• Exchange rates are determined at the applicable processing stage in accordance with Grinpay's pricing and liquidity arrangements.
• Exchange rate fluctuations may occur before settlement.
• Grinpay is not responsible for changes in market exchange rates after a transaction has been initiated, unless otherwise agreed or disclosed.

11. Processing Time for Refunds

Where a refund is approved, processing times depend on:

• Banks;
• Mobile money operators;
• Payment processors;
• Regulatory reviews.

Refunds are generally processed within 5–10 business days after approval. However, actual timing may vary depending on the payment partner involved.

12. Refund Method

Approved refunds will generally be returned using the original payment method whenever reasonably possible.

Where this is not feasible, Grinpay may determine an alternative refund method in compliance with applicable laws and operational requirements.

13. Fees

Transaction fees, processing fees, and applicable foreign exchange charges may not be refundable unless:

• The transaction failed due to Grinpay's error;
• Applicable law requires otherwise; or
• Grinpay expressly agrees to refund such fees.

14. Force Majeure

Grinpay shall not be responsible for delays or inability to process refunds resulting from events beyond its reasonable control, including but not limited to:

• Natural disasters;
• Internet outages;
• Banking system failures;
• Government actions;
• Regulatory restrictions;
• Acts of terrorism;
• War or civil unrest.

15. Policy Updates

Grinpay may revise this Refund & Cancellation Policy from time to time.

The latest version will always be available on our website. Continued use of our Services after changes become effective constitutes acceptance of the revised policy.

16. Contact Us

If you have any questions regarding this Refund & Cancellation Policy or wish to request a review of a transaction, please contact us:

Grinpay Connect Ltd

Support Email: support@grinpayconnect.com

Website: https://grinpayconnect.com