Terms & Conditions

Lucy enables lawful cross-border remittances to Ethiopia through regulated banking partners.

All transfers are subject to applicable U.S. and Ethiopian financial regulations.

We use Stripe for secure payment processing and comply with all applicable money transmitter laws.

Provide accurate personal details and confirm you are sending on your own behalf.

Maintain the security of your login credentials and notify us of suspected compromise.

Use Lucy only for legitimate purposes that comply with anti-money laundering rules.

Verify recipient information before confirming any transfer - sender errors are not eligible for refunds.

Fees are disclosed before you confirm every transfer and may vary by corridor.

Regulatory or partner limits may affect daily and monthly sending amounts.

Transaction fees are non-refundable unless the transaction fails due to our error.

Exchange rates are locked at time of confirmation and may vary slightly during execution.

Refunds are automatically issued for failed transactions within 5-10 business days.

You may cancel a transaction within 30 minutes of payment if processing has not yet begun.

Successfully delivered transfers are NOT eligible for refunds due to sender remorse or recipient issues.

Contact support@lucyremit.com immediately if you believe you're entitled to a refund.

Full policy details available at lucyremit.com/refund-policy

Contact support@lucyremit.com or WhatsApp +1 (469) 939-9700 within 30 days of noticing an issue.

We will investigate and respond within 24-48 hours for most disputes.

Complex disputes may take 7-14 business days to resolve.

Unresolved matters may be escalated to the relevant state money-transmitter regulator.

Always contact us BEFORE filing a chargeback with your bank to ensure faster resolution.

Filing a chargeback with your bank should be a last resort after contacting our support team.

Valid reasons: Fraudulent/unauthorized transaction, service not received, duplicate charges.

Invalid reasons: Buyer's remorse, recipient access issues, sender error, rate dissatisfaction.

Invalid chargebacks may result in account suspension and affect your ability to use financial services.

Chargebacks take 30-90 days vs refund requests which take 3-10 days - contact us first!

We are not responsible for recipient bank fees, delays, or account access issues.

Currency rates may fluctuate between quote and execution - we use real-time interbank rates.

Service may be interrupted for maintenance, regulatory compliance, or technical issues.

We reserve the right to refuse or cancel transactions that violate our policies or regulations.