Refund Policy
Whether a transaction can be cancelled or refunded depends on how far it has progressed and on the rules of the provider handling it.
What refunds depend on
- The status of your payment to us or to the provider
- The status of the payout to your beneficiary
- The rules of the connected payment or payout provider
- The type of transaction
- Applicable law in the relevant jurisdictions
Before payout
If the payout has not yet been executed, you may request cancellation. Where cancellation is possible, funds are returned to the original payment source. Exchange rate movement between the original conversion and the return may affect the amount returned, and third-party costs already incurred may not be recoverable.
After payout
Once a payout has completed, cancellation may not be possible. We will contact the provider to request a recall where circumstances justify it, but recall is not guaranteed and depends on the receiving institution.
Requesting a refund
Refund requests can be raised through support with the transaction reference. We will acknowledge the request, explain what is possible at the current transaction stage and confirm the outcome in writing.
This document is a draft pending jurisdiction-specific legal review.
DFX Globals is a financial technology platform. Certain payment and FX services may be provided through regulated third-party financial institutions and payment providers. DFX Globals is not a bank and does not claim any licence or regulatory registration unless verified details are published on the Legal Information page.