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Refund Policy
Last Updated: Jun 10, 2026
At MARHABA, we strive to provide reliable and transparent money transfer services. This Refund Policy explains when and how you may be eligible for refunds.
1. Transfer Cancellation
1.1 Cancellation Window
You may cancel a transfer without penalty within 30 minutes of initiating it, provided the funds have not been disbursed to the recipient.
1.2 After Processing Begins
Once we begin processing your transfer, cancellation may not be possible. If cancellation is possible, you may incur:
- Processing fees already incurred
- Exchange rate fluctuation losses
- A cancellation fee of up to $25 or equivalent
2. Refund Eligibility
Refunds may be issued in the following situations:
- Duplicate Transfer: Full refund of duplicate amount
- Incorrect Recipient (MARHABA Error): Full refund if we sent to wrong recipient due to our error
- Technical Error: Full refund if our system caused an unintended transaction
- Unauthorized Transaction: Full refund after investigation confirms fraud
- Failed Transfer: Full refund if transfer cannot be completed due to our inability to process
3. Non-Refundable Situations
Refunds will not be issued when:
- You provided incorrect recipient information (e.g., wrong account number)
- The recipient has already received and used the funds
- The transfer violates our Terms of Service or applicable laws
- The transfer was to a sanctioned entity or individual
- You changed your mind after the 30-minute cancellation window
- Exchange rate fluctuations resulted in a different amount than expected
4. Failed or Delayed Transfers
If your transfer fails due to issues with our banking partners:
- We will notify you within 2 business days
- Full refund will be issued within 5-10 business days
- You may choose to resend the transfer at no additional cost
5. Disputed Transactions
If you believe a transaction was unauthorized or incorrect:
- Contact us immediately via our Contact page
- Provide transaction details and reason for dispute
- We will investigate within 5 business days
- You may be required to provide documentation
- We will notify you of the outcome in writing
6. Refund Processing Time
Approved refunds are processed as follows:
- Card Payments: 5-10 business days (depends on your bank)
- Bank Transfers: 3-7 business days
- Digital Wallets: 1-3 business days
7. Currency Conversion Refunds
If you receive a refund in a different currency than you paid:
- Refund will use the exchange rate at time of refund, not original transfer
- You may experience gains or losses due to rate fluctuations
- We are not responsible for currency fluctuation losses
8. Chargebacks
If you initiate a chargeback with your bank instead of contacting us first:
- Your account may be suspended during investigation
- We will provide transaction evidence to your bank
- If the chargeback is invalid, you will owe the amount plus fees
- Repeated chargebacks may result in permanent account closure
9. How to Request a Refund
To request a refund:
- Log into your MARHABA account
- Go to Transaction History
- Select the transfer and click "Request Refund"
- Or contact us via our Contact page with your transaction ID
10. Contact Information
For refund inquiries, contact us via our Contact page.
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