1. Overview

This Refund Policy outlines the circumstances under which $Monigo may provide refunds for money transfer transactions and service fees. We are committed to providing reliable money transfer services and will address legitimate refund requests in accordance with this policy.

Please read this policy carefully before initiating any transactions through our platform.

2. General Refund Principles

Refunds may be considered in the following circumstances:

• Technical errors or system failures on our platform
• Duplicate transactions caused by system errors
• Transactions that fail to complete due to our service issues
• Unauthorized transactions (subject to investigation)
• Regulatory or compliance-related cancellations

3. Eligible Refund Scenarios

3.1 Failed Transactions

If your transaction fails to complete due to technical issues on our end, we will:

• Automatically refund the full transaction amount
• Refund any service fees charged
• Process the refund within 3-5 business days
• Notify you via email once the refund is processed

3.2 Duplicate Transactions

If you are charged multiple times for the same transaction due to a system error:

• We will refund the duplicate charges immediately upon verification
• Only one transaction will be processed to the recipient
• All associated fees for duplicate transactions will be refunded

3.3 Unauthorized Transactions

For transactions you did not authorize:

• Report the unauthorized transaction immediately
• We will conduct a thorough investigation
• Refunds will be processed if fraud is confirmed
• Investigation may take 10-15 business days

3.4 Regulatory Cancellations

If we are required to cancel your transaction due to regulatory compliance:

• Full refund of the transaction amount
• Refund of all associated service fees
• Processing within 5-7 business days

4. Non-Refundable Scenarios

Refunds will NOT be provided in the following circumstances:

4.1 Completed Transactions

• Transactions where funds have been successfully delivered to the recipient
• Changes of mind after transaction completion
• Disputes between sender and recipient
• Incorrect recipient information provided by the sender

4.2 User Error

• Sending money to the wrong recipient due to incorrect details
• Sending incorrect amounts
• Misunderstanding of exchange rates or fees
• Failure to cancel within the allowed timeframe

4.3 External Factors

• Delays caused by recipient's bank or mobile money provider
• Government restrictions or sanctions
• Natural disasters or force majeure events
• Third-party payment processor issues

5. Transaction Cancellation Window

Cancellation Process:

1. Contact our customer support immediately
2. Provide your transaction reference number
3. Confirm your identity for security purposes
4. We will check if cancellation is still possible
5. If eligible, cancellation will be processed immediately

Cancellation Fees:

• No cancellation fee if cancelled within 30 minutes
• Full refund of transaction amount and service fees
• Payment processor fees may not be refundable

6. Refund Process and Timeline

6.1 How to Request a Refund

1. Contact our customer support team
2. Provide your transaction reference number
3. Explain the reason for your refund request
4. Submit any required documentation
5. Wait for our investigation and response

6.2 Processing Timeline

6.3 Refund Methods

Refunds will be processed using the same payment method used for the original transaction:

• Credit/debit card refunds: 5-10 business days
• Bank transfer refunds: 3-5 business days
• Mobile money refunds: 1-3 business days

7. Fee Credits and Promotional Refunds

7.1 Fee Credits

Fee credits earned through our referral program or promotions are subject to specific terms:

• Fee credits are non-refundable and non-transferable
• Credits expire according to their specific terms
• Unused credits cannot be converted to cash
• Credits are forfeited if account is closed

7.2 Promotional Transactions

Transactions made using promotional rates or fee waivers:

• Standard refund policies apply to the transaction amount
• Promotional benefits may not be reapplied to replacement transactions
• Refund amounts may be adjusted for promotional discounts received

8. Dispute Resolution

If you disagree with our refund decision:

1. Submit a formal dispute within 30 days of our decision
2. Provide additional evidence or documentation
3. Our senior team will review your case
4. You will receive a final decision within 15 business days
5. If still unsatisfied, you may pursue external dispute resolution

9. Contact Information for Refunds

To request a refund or ask questions about this policy:

10. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on our website and, for significant changes, we will notify users via email. Continued use of our services after policy updates constitutes acceptance of the revised terms.