Refunds, cancellations & errors

1. What this policy covers

ⓘ This policy applies to every way you move money with Xpat, and some products have their own extra rules.

This policy applies to:

• Transfers to India (USD to INR) to a bank account or UPI ID, paid from your Cash Plus Account or a linked US bank.
• Cash Plus Account deposits, withdrawals and payments, provided by Bivo Inc. (NMLS 2572288).
• Pay by phone payments.
• Circles contributions.
• Pay with Xpat purchases from merchants.
• Gift cards, coupons, Transfer Credit, scratch cards and referral bonuses.

Payments from India abroad (LRS), repatriation, mutual funds and tax services are provided by third parties under their own refund terms.

2. Cancelling a transfer to India within 30 minutes

ⓘ For 30 minutes after you pay, you can cancel a transfer to India and get every dollar back, unless the money has already reached the recipient.

When you send money to India as a consumer, you have the right to cancel the transfer within 30 minutes after you pay for it. If you cancel in time, we refund the full amount you paid, including any fees and, where we collected them, taxes.

You can’t cancel once the money has been picked up or deposited into the recipient’s account. UPI and Express transfers can arrive within minutes, so the window may close early in practice.

How to cancel

1. Contact us straight away by in-app chat, at support@xpat.money, or on +1 866-421-4888.
2. Give us the transfer reference (or enough detail for us to identify you and the transfer) and tell us you want to cancel. A request counts from when we receive it.
3. If the money hasn’t yet been picked up or deposited, we cancel the transfer and send you a confirmation of the cancellation.

When the refund arrives

We refund a cancelled transfer within 3 business days of receiving your cancellation request. Refunds generally go back to the original funding source where possible. If it can’t accept the refund, or the product flow requires it, we may credit your Xpat balance or return it through another verified payment method. How quickly your bank shows a refund to your bank account depends on your bank.

If you paid from a linked bank account and the debit hasn’t settled yet, we may stop the debit instead of refunding it. Either way, you don’t pay for a transfer you cancelled in time.

After 30 minutes, you can still ask us to stop a transfer that hasn’t been paid out. We will try, but we can’t promise to stop it, and the refund rules in “Failed and returned transfers” below apply.

3. Scheduled and repeating transfers

ⓘ You can cancel a scheduled transfer in the app while it still shows as Scheduled; your receipt shows the last date you can cancel.

You can schedule a transfer to India for a later date, or set up a transfer that repeats. You can cancel a scheduled transfer, or stop future repeats, in the app at any time while it shows as Scheduled — that is, until we begin processing it. Once it is Processing, cancellation depends on your remittance rights (including the 30-minute right above, where it applies) and on whether we can still stop it.

1. Go to your scheduled transfers in the app.
2. Choose the transfer and tap Cancel (or Stop repeating to stop all future transfers in the series).
3. Or contact support by chat, email or phone in time for the request to reach us before the cancellation deadline.

The exchange rate locked when you scheduled the transfer applies when it is processed; if you cancel and set up a new transfer, the new transfer uses the rate available when you initiate it. If you cancel in time, we will not take payment for that transfer and will not send it. If we have already taken payment, we refund it in full within 3 business days of your request.

Your receipt for a scheduled transfer shows the date it will be sent and the last date you can cancel.

4. Errors on transfers to India

ⓘ If we got a transfer wrong, tell us within 180 days, and we will investigate and put it right at no cost to you.

What counts as an error

Under the Remittance Transfer Rule, an error includes:

• You were charged a different amount than the amount on your receipt.
• A computational or bookkeeping mistake by us — for example, applying the wrong exchange rate or fee.
• The recipient received less than the amount shown on your receipt.
• The money was not made available to the recipient by the date of availability shown on your receipt.
• You asked us for documentation or more information about a transfer, as the rule allows — for example, to find out whether there was an error.

What does not count as an error

• A question about the status of a transfer — for example, “has my money arrived yet?” — that isn’t a request for documentation.
• A small difference caused only by a tax or fee that we disclosed as an estimate.
• A delay caused by events outside our control, such as war, natural disaster or a payment-system failure, or by required fraud, sanctions and anti-money-laundering checks.
• A delay or loss because you gave us wrong information, or because you (or someone acting with you) sent the transfer with fraudulent intent.

If you gave us the wrong recipient details

Please check the recipient’s name, account number, IFSC or UPI ID carefully before you pay — you are responsible for the details you enter. If you entered a wrong account number or bank identifier and the money reached the wrong account, we will make reasonable efforts to recover it, including asking the receiving bank to return it, but we cannot guarantee recovery.

Where the Remittance Transfer Rule’s exception for incorrect account numbers applies — we warned you that money sent to a wrong account may be lost, the account you gave existed, and we used reasonable means to verify the bank — this is not our error. If we recover the money, we refund it, less any third-party return fees where the law allows.

How to tell us about an error

Contact us within 180 days of the date of availability shown on your receipt. You can use in-app chat, email support@xpat.money, or call +1 866-421-4888. Please include:

• Your name and the email address or mobile number on your account.
• The transfer reference, or the recipient’s name, the amount and the date you sent it.
• What you think went wrong and, if you can, why — for example, “my brother received ₹500 less than the receipt said”.

What happens next

1. We start investigating and may contact you or the recipient’s bank for more information.
2. We finish our investigation and tell you the result within 90 days of receiving your notice.
3. We report the results to you within 3 business days after we complete the investigation.
4. If there was an error, we explain the remedies available to you and correct it within one business day — or as soon as reasonably practicable — after you tell us which remedy you want.

How we fix an error

If we made an error, we put it right at no cost to you. Depending on the type of error, the remedy is one of the following, and where the rule gives you the choice, you choose:

If we find no error

If we decide there was no error, or a different error from the one you described, we tell you in writing, explain why, and tell you that you can ask for copies of the documents we relied on. We provide them promptly once you ask.

5. Failed and returned transfers

ⓘ If a transfer can’t be delivered, we send the money back to you, and if the failure was our fault you get back every dollar you paid, including our fee.

If the Indian bank rejects a transfer — for example, the account is closed or frozen, or the UPI ID or IFSC is invalid — we tell you and return the money.

• Where the refund goes: generally to the original funding source where possible; if it can’t accept the refund, or the product flow requires it, to your Xpat balance or another verified payment method. Refunds for remittance errors follow the federal remittance rules.
• If the failure is our fault: we refund the full US dollar amount you paid, including fees, whatever the exchange rate has done since. Where the federal remittance rules treat a failed transfer as an error, we follow those rules, including any refund they require.
• If the transfer is returned after it has been converted to rupees — for example, because the recipient details you gave were wrong or the recipient’s bank sends it back days later — the returned rupees are converted back to dollars at the rate available when they come back. Where the return is caused by something not attributable to us — such as incorrect recipient details, your instructions, a rejection by the recipient’s bank or a compliance restriction — unavoidable exchange-rate differences and charges from the banks and networks that handled the return may be reflected in the amount you get back, to the extent the law allows. If a transfer fails for reasons attributable to us or our processing arrangements, and not because of you, we also refund our own transfer fee.

With your agreement, we can instead resend a failed transfer to corrected recipient details.

If the account you paid from is closed, we contact you to arrange another way to return the money. Money we can’t return may have to be handled under state unclaimed-property laws.

6. Transfers paid from a linked bank account (ACH)

ⓘ When you pay from your bank, we can only refund money we have actually received from your bank.

A payment from a linked US bank account is an ACH debit and takes time to settle. Our ACH authorization explains what you agree to.

• A refund of a bank-funded payment is made only once your bank payment has settled with us. If you cancel before then, we may stop the debit instead of refunding it.
• If your bank returns the debit — for example for insufficient funds — no refund is due, and you owe us anything we have already paid out to your recipient.
• If you get a refund from us and from your bank for the same debit, we reverse the duplicate.

7. Cash Plus Account

ⓘ Money in your Cash Plus Account is yours to withdraw, so it isn’t “refunded” — but if a deposit, withdrawal or payment goes wrong, we fix it.

The Cash Plus Account is provided by Bivo Inc. (NMLS 2572288), a licensed money transmitter, under Bivo’s Account Agreement. It is not a bank account.

Adding or withdrawing money is not a purchase, so there is nothing to “refund”: your balance is yours to withdraw, subject to holds and limits.

If a deposit, withdrawal or payment looks wrong — a wrong amount, a missing deposit, a duplicate withdrawal — tell us as soon as you can. For consumer accounts, these errors are handled under the Electronic Fund Transfer Act and Regulation E error-resolution procedures where they apply, as set out in Bivo’s Account Agreement.

Errors on the USD Wallet, which is being retired, are handled under that wallet’s terms; you can move its balance to your Cash Plus Account.

8. Pay by phone

ⓘ Unclaimed payments come back to you automatically, but a payment to the wrong number may not be recoverable once it is claimed.

If the person you pay by mobile number isn’t an Xpat member, they get a link to claim the money, which is held until they do.

• Unclaimed money comes back. If the payment isn’t claimed within 7 days, it expires and we return it to your Xpat balance or original funding source, where supported.
• Cancelling an unclaimed payment. You may cancel a payment from your activity before the recipient claims it, as long as it hasn’t otherwise become irrevocable or been processed. Once the recipient has claimed it, or it has otherwise become irrevocable, the usual cancellation and refund rules apply.
• Paying the wrong number. Check the number before you confirm. If someone else has received the money, we will try to recover it, but we can’t guarantee recovery. We can’t reverse a payment that reached the right person; ask them to pay you back.

Only send money to people you know and trust. Someone you don’t know who asks you to pay — for example, claiming to be from a bank, a government agency or Xpat — is likely a scammer. Contact us at once if you think you were tricked, but we may not be able to recover the money.

9. Circles

ⓘ Money you put into a Circle is shared with the group, so getting it back is something to agree with the group.

Circle contributions come from your Cash Plus Account and are pooled or split with the Circle’s members. Once made, a contribution belongs to the arrangement you agreed with the group; we don’t refund it on our own, and disagreements about the money are between the members. If a contribution was duplicated or wrong because of a fault on our side, we correct it.

10. Pay with Xpat and merchant purchases

ⓘ When you buy from a business with Pay with Xpat, the business handles refunds, and we can help if you can’t sort it out.

Merchants who accept Pay with Xpat sell their own goods and services. Refunds come from the merchant under the merchant’s own refund policy, and are returned to the way you paid — your Cash Plus Account, your linked bank account, or your card.

1. Contact the merchant first and ask for a refund. Keep their reply.
2. If the merchant doesn’t respond or refuses a refund you believe you are owed, contact us with your receipt and we will help. We can’t judge the quality of goods or services, but we may require a merchant to refund payments made in error or by fraud, as our Merchant terms allow.
3. If you paid by card, you can also dispute the charge with the bank that issued your card, under its rules and deadlines.

When a merchant refunds a purchase, the purchase amount is refunded. Card and payment-processing fees are separate from the purchase and are not automatically refunded, unless we say otherwise, the payment processor returns the fee, or the law requires it to be refunded.

11. Gift cards, promotions and rewards

ⓘ Gift cards and rewards can’t be swapped for cash, and a reward is taken back if the transfer that earned it is cancelled or refunded.

Gift cards

Xpat gift cards are not refundable and can’t be exchanged for cash, except where the law requires otherwise. A gift card that has expired or been voided can’t be redeemed. Our Rewards, coupons & gift cards terms set out the full rules.

Transfer Credit, coupons, scratch cards and referral bonuses

Rewards have no cash value except as stated in their terms. If a transfer is cancelled, refunded, returned or reversed, we reverse any reward tied to it — Transfer Credit, coupon boosts, scratch-card rewards and referral bonuses. If it was already paid out, we may deduct its value from your balance or a refund.

See the Transfer Credit terms, Referral program terms and Rewards terms.

12. Fees

ⓘ You get fees back when you cancel in time or when we made a mistake, but not for a transfer that was delivered as you asked.

We show any fee before you confirm a transfer. Fees are refunded:

• when you cancel a transfer to India within 30 minutes, or cancel a scheduled transfer in time;
• when a transfer fails because of our error or the receiving bank’s;
• when the Remittance Transfer Rule requires it as part of correcting an error.

Fees are not refunded for a transfer completed as you instructed, or one that failed because of wrong information you gave us, unless the law requires it.

13. When we can’t refund, or must hold money

ⓘ If the law or a fraud investigation requires it, we may have to hold money or refuse a refund, and we may not always be allowed to tell you why.

We may refuse, delay or reduce a refund, or hold the money, where:

• we suspect fraud, an account takeover, a scam or other illegal activity involving the transaction or your account;
• the transaction involves a person, country or activity subject to US sanctions (OFAC) or other sanctions laws;
• a court order, garnishment, levy, government request or other legal process requires us to hold or pay over the money;
• you gave us false or misleading information, or did not give us information or documents we asked for to meet our legal obligations;
• the payment you made to us — such as an ACH debit — was returned or reversed, or you owe us money, in which case we may set the refund off against what you owe.

Anti-money-laundering and sanctions laws may require us to hold funds, report transactions to the authorities, or block property, and may stop us from telling you that we have done so. In those cases we follow the law, and we release or refund the money when the law allows.

14. Payments you didn’t make

ⓘ If money left your account without your permission, contact us immediately — the faster you report it, the less you can lose.

If someone used your account without permission, or your phone, password or codes were lost, stolen or shared, contact us immediately by in-app chat or on +1 866-421-4888. We can freeze your account.

For consumer accounts covered by the Electronic Fund Transfer Act and Regulation E, how much you could lose depends on how quickly you tell us:

We extend these limits for good reason, such as a long trip or hospital stay. For the Cash Plus Account, see Bivo’s Account Agreement.

A payment is not unauthorized if you made or allowed it — even if you were tricked by someone posing as a seller, relative, bank or government agency. We will try to help, but may not recover the money.

Falsely claiming that a payment was unauthorized is fraud. We may reverse any credit we gave you, close your account and report it.

15. How to contact us

ⓘ Chat with us in the app, email us or call us — we’re here to help.

• In-app chat — the fastest way to reach us.
• Email — support@xpat.money
• Phone — +1 866-421-4888
• WhatsApp — +1 555-704-7061
• Mail — Remit2Any Inc., 3206 93rd Pl SE, Everett, WA 98208, United States

16. If you aren’t happy with our answer

ⓘ If we haven’t resolved your complaint, you can go to the federal consumer protection agency or your state regulator.

Please give us the chance to put things right first. If you are not satisfied, you can contact:

• Consumer Financial Protection Bureau — consumerfinance.gov or 855-411-2372.
• Your state’s financial regulator — see our Licenses & partners page and Bivo’s licenses at bivocash.com/licenses.

Our Terms of Service explain how other disputes with us are resolved.

17. Changes to this policy

ⓘ If we change this policy we will update the date at the top and tell you about important changes.

We will change the date at the top and, for important changes, tell you in the app or by email before they take effect where the law requires. The version in force when you made a transaction applies to it.