This Refund Policy applies to international money transfers placed through SoftPay Global, including transfers that fail, are cancelled before payout, or are returned by a payout partner.
A transfer that has already been paid out to the recipient (cash collected, bank credited or wallet funded) generally cannot be reversed by us. You must seek recovery from the recipient.
We will consider a refund or return of funds where: (a) we have not yet paid out the transfer; (b) the transfer fails or is rejected by a bank, agent or partner; (c) we cancel the transfer for compliance reasons before payout; or (d) we charged you in error.
If an unpaid or failed transfer is returned, we refund the sending amount we still hold. Transfer fees and any FX margin may be non-refundable where we have already incurred partner or processing costs, except where the failure was caused by our error.
Returned funds are converted back according to the rate and method available at the time of return, which may differ from the original sending rate.
Log in and open a support ticket, or email support@softpayglobal.com. Include: full name, registered email, MTCN/transaction reference, sending amount and currency, and the reason for the request.
We may ask for identification before we return funds. Refunds are made to the original payment method where possible. Card refunds follow the card scheme and your bank’s timelines (often several business days after we instruct the processor).
If you supplied an incorrect account number, mobile number or recipient name and payout has occurred, we cannot guarantee recovery. Notify us immediately; we will try to recall the payment with the payout partner, but success is not assured.
If you dispute a card payment while a transfer is in progress or already paid out, we may suspend the account and recover the amount as a debt if the recipient has been paid. Contact us first so we can investigate.
If you are not satisfied with a refund decision, use the complaints process in our Terms of Service. Email support@softpayglobal.com.
SoftPay Global, Wasl Village, Al Qusais Industrial Area 5, Dubai, United Arab Emirates. support@softpayglobal.com. +971 56 303 9161 / +971 56 376 081.