MS-Remit – Refund & Cancellation Policy

This Refund & Cancellation Policy explains when a transfer may be cancelled and how refunds are handled by MS11Capital Pty Ltd (ACN: 659025537), trading as MS-Remit (“MS-Remit”, “we”, “us”, “our”).

This Policy should be read together with the MS-Remit Customer Terms & Conditions.

General Principles

MS-Remit provides international money transfer services that involve banking partners, payout providers, and regulatory compliance checks.

As a result, not all transfers can be cancelled or refunded once processing has begun.

Refunds and cancellations are subject to:

• the status of the transfer
• compliance and regulatory requirements
• whether funds have been released or paid to the beneficiary

Cancellation Before Payment Is Made

If you submit a transfer but do not make payment, or fail to confirm payment submission, the transfer may be automatically cancelled in accordance with our Terms & Conditions.

In such cases:

• the transfer will not be processed
• any displayed or locked exchange rate will no longer apply
• no refund is required, as no payment has been received

Cancellation After Payment but Before Payout

You may request cancellation after payment is received but before funds are paid out to the beneficiary, subject to the following:

• cancellation is not guaranteed
• the transfer must not have been released for payout
• compliance checks must permit cancellation

If a cancellation is approved:

• funds will be refunded to the original payment method
• completed bank or partner fees may be deducted
• refunds typically take 3–5 business days to process

Transfers That Cannot Be Cancelled

A transfer cannot be cancelled or reversed if:

• funds have been paid out to the beneficiary
• cash has been collected by the beneficiary
• the transfer has been completed by a payout partner

Once a transfer reaches this stage, recovery of funds is not possible.

Exchange Rate on Refunds

If a refund is approved:

• the original exchange rate does not apply
• refunds are processed in the original payment currency
• MS-Remit is not responsible for losses caused by foreign exchange movements after a refund is initiated

Failed or Rejected Transfers

If a transfer fails or is rejected due to:

• compliance requirements
• regulatory obligations
• incorrect or incomplete information
• risk or fraud concerns

MS-Remit may:

• cancel the transfer
• refund received funds (where permitted)
• deduct any applicable fees or costs incurred

Incorrect Beneficiary Details

If incorrect beneficiary details are provided:

• the transfer may be delayed, rejected, or lost
• recovery of funds is not guaranteed
• additional fees may apply for recovery attempts

MS-Remit is not responsible for losses resulting from incorrect information provided by you.

Timeframes for Refunds

Approved refunds are typically processed within 3–5 business days. however, actual receipt of funds may vary depending on:

• your bank or payment provider
• weekends and public holidays
• intermediary banking processes

Refund timeframes are estimates only.

MS-Remit is not responsible for delays caused by third-party banks, payment processors, or intermediary financial institutions.

Compliance Holds

MS-Remit may delay or withhold refunds if required by law, including where:

• suspicious matter reporting obligations apply
• regulatory or law enforcement instructions are received
• further verification or investigation is required

We are not permitted to disclose details of such actions where restricted by law.

Refunds and cancellations may be delayed or unavailable due to events beyond our reasonable control, including system outages, natural disasters, government actions, or disruptions to banking or payment networks.

Contact Us

If you wish to request a cancellation or refund, please contact us as soon as possible using the details below.