Refund & Dispute Resolution Policy

Effective Date: November 29, 2025 | Last Updated: November 29, 2025

Lucy Remit is committed to providing reliable, transparent money transfer services. This policy outlines our refund procedures, dispute resolution process, and chargeback handling for all transactions.

⚡ Quick Reference

✅ Eligible for Refund

• Failed transactions
• Cancelled within 30 minutes
• Duplicate charges
• Platform errors

❌ NOT Eligible

• Successfully delivered transfers
• Sender remorse
• Incorrect recipient info (sender error)
• Recipient bank issues

1. Refund Policy

Automatic Refunds (No Request Needed)

✓Transaction fails due to technical error on our platform
✓Payment processed but recipient account verification fails
✓Transfer cannot be completed due to compliance issues
✓Duplicate charges (same transaction charged twice)

Refunds Upon Request

• Transaction cancelled within 30 minutes of payment (before processing begins)
• Incorrect amount sent due to platform error (refund of difference)
• Service not rendered as described

Refund Timeframes

Refund Type	Processing Time	Return Method
Failed Transaction	5-10 business days	Original payment method
Cancelled Transaction	5-10 business days	Original payment method
Duplicate Charge	3-5 business days	Original payment method
Platform Error	3-5 business days	Original payment method

Note: Refund processing times may vary based on your bank or card issuer's policies.

2. Dispute Resolution Process

How to File a Dispute

1.
Contact Support First
Email: support@lucyremit.com | WhatsApp: +1 (469) 939-9700
Response time: Within 24 hours
2.
Provide Required Information
Transaction ID, date/time, amounts, recipient details, issue description, supporting docs
3.
Investigation Timeline
Simple: 3-5 days | Complex: 7-14 days | International: Up to 30 days

Dispute Categories

Payment Disputes

• Unauthorized transaction
• Wrong amount charged
• Multiple charges

Delivery Disputes

• Funds not received
• Incorrect amount
• Delayed delivery

Service Disputes

• Wrong exchange rate
• Unexpected fees
• Technical issues

Resolution Options

Full RefundPartial RefundTransaction CorrectionFee WaiverAccount Credit

3. Chargeback Policy

⚠️ IMPORTANT: Always contact us first before filing a chargeback with your bank!

Chargeback vs Refund Request

✅ Refund Request (Preferred)

✓Faster: 3-10 days
✓No account suspension
✓Maintains good standing
✓Direct communication

❌ Chargeback (Last Resort)

✗Slower: 30-90 days
✗May suspend account
✗Affects future transactions
✗Third-party involvement

Valid Chargeback Reasons

✅ We Accept

• Fraudulent/unauthorized transaction
• Service not received (funds never sent)
• Duplicate charges
• Incorrect amount charged

❌ Invalid Reasons

• Buyer's remorse after delivery
• Recipient access issues
• Sender error (wrong recipient/amount)
• Exchange rate dissatisfaction

Consequences of Invalid Chargebacks

• Account suspension or termination
• Permanent ban from Lucy Remit
• Negative impact on credit/financial services
• Potential legal action for fraud

📞 Contact Information

Customer Support

Email: support@lucyremit.com
WhatsApp: +1 (469) 939-9700
Hours: 24/7 urgent, 9AM-6PM ET general

Compliance & Disputes

Email: compliance@lucyremit.com
Response: Within 48 hours

Emergency Escalation

Email: security@lucyremit.com
For: Fraud, unauthorized transactions
Response: Within 1 hour for critical issues

This policy is governed by U.S. Electronic Fund Transfer Act (Regulation E), state money transmitter requirements, and Ethiopian banking regulations.

Questions? Contact compliance@lucyremit.com