Refund & Cancellation Policy

Last updated: April 16, 2026

1. Overview

This policy outlines the terms for refunds and cancellations of transactions and services provided through the Sureva platform. Due to the nature of money transfer services, refund eligibility depends on the status of your transaction.

2. Transaction Cancellation

Before Processing

Transactions can be cancelled at no charge if they have not yet been processed:

• Pending transactions may be cancelled through your dashboard
• Scheduled future payments can be cancelled up to 24 hours before execution
• Batch payouts can be cancelled before batch submission

During Processing

Once a transaction is in progress, cancellation may not be possible:

• We will attempt to cancel if the funds have not been released
• Processing fees may apply to cancellation attempts
• Contact support immediately for urgent cancellation requests

After Completion

Completed transactions cannot be cancelled. Refunds must be requested separately.

3. Refund Eligibility

Refunds may be issued in the following circumstances:

Eligible for Full Refund

• Duplicate transactions processed in error
• Incorrect amount charged due to system error
• Service not provided as described
• Transaction rejected by recipient bank (returned funds)

Partial Refund May Apply

• User-initiated cancellation after processing has begun
• Recipient unable to receive funds (minus return fees)
• Currency conversion already executed

Not Eligible for Refund

• Successfully completed transactions to verified recipients
• Transactions blocked due to compliance/sanctions
• Errors caused by incorrect information provided by you
• Platform subscription fees after service period has begun

4. Refund Process

To request a refund:

• Contact our support team at support@sureva.com
• Provide your transaction ID and reason for refund request
• Our team will review your request within 2 business days
• If approved, refunds are processed within 5-10 business days
• Refunds are issued to the original payment method

5. Refund Fees

Depending on the circumstances, the following fees may be deducted from refunds:

• Processing fee: Original transaction fees are non-refundable unless error was on our part
• Currency conversion: FX losses due to rate fluctuations are not covered
• Return fees: Fees charged by correspondent banks for returning funds
• Wire fees: Incoming wire fees for refund disbursement

6. Subscription Cancellation

For platform subscription services:

• Cancel anytime through your account settings
• Access continues until end of current billing period
• No prorated refunds for partial billing periods
• Annual subscriptions: Contact support within 30 days of purchase for refund consideration

7. Disputes and Chargebacks

Before initiating a chargeback with your bank or card issuer:

• Please contact our support team first to resolve the issue
• We can often resolve disputes faster than the chargeback process
• Fraudulent chargebacks may result in account suspension

8. Contact Us

For refund requests or questions about this policy:

Customer Support

Sureva, Inc.

Email: support@sureva.com

Response time: Within 24 hours on business days