Refund Policy

1. Purpose

ZiMoney is committed to maintaining the highest standards of customer service, transparency, and regulatory compliance. We understand that circumstances may arise where a customer requests a refund, and it is our responsibility to ensure such requests are handled fairly, promptly, and in accordance with Australian laws and industry standards.

This policy outlines ZiMoney's framework for managing refund requests in a consistent and secure manner. It ensures that every refund is assessed and processed with integrity, taking into account regulatory, compliance, and anti-money laundering obligations, while upholding our commitment to customer protection and operational excellence.

2. Scope

This policy applies to:

• All ZiMoney customers (senders) who initiate a money transfer using the ZiMoney platform.
• Refunds related to unsuccessful or unfulfilled transactions (wallet, bank, or cash pickup).
• All ZiMoney staff involved in customer support, compliance, and transaction processing.

3. Refund Eligibility

ZiMoney offers a refund to the sender if a transaction:

• Is not successfully delivered to the recipient's wallet, bank account, or
• Is not collected in cash from the designated payout partner location.

To be eligible for a refund:

• The funds must not have been disbursed to the recipient.
• The original sender must request the refund.
• Confirmation must be received from the payout partner that the funds remain undelivered.

4. Refund Conditions

For compliance and security reasons:

• Refunds are strictly returned only to the sender's original payment method.
• ZiMoney will not redirect funds to any alternate bank account or payment source.
• The sender must provide proof of identity and transaction details, if requested, for verification purposes.

5. Refund Process

5.1 Refund Request Initiation

Customers can request a refund by:

• Contacting ZiMoney support via the app or website.
• Emailing: support@zimoney.com with:
• Transaction reference number
• Name and contact details of sender
• Reason for refund request

5.2 Verification and Confirmation

ZiMoney's compliance and operations team will:

• Review the transaction record.
• Contact the relevant payout partner to confirm the funds were not disbursed.
• Conduct internal fraud and AML/CTF screening as part of the verification process.

Please note: Refunds will not be approved until confirmation is received from the payout partner and internal verification checks are complete.

5.3 Refund Authorisation and Processing

Once confirmed:

• The refund is authorised and initiated back to the sender's original payment method.
• Customers are notified via email or in-app message.
• Refunds are generally completed within 3–5 business days, depending on the sender's bank, card issuer, or payment platform.

6 Non-Refundable Scenarios

ZiMoney will not provide a refund in the following circumstances:

• The funds have been successfully delivered to the recipient or collected.
• The customer provides incorrect recipient details, and the transaction is fulfilled accordingly.
• The request is made after the funds have been disbursed, except in cases of error or fraud.
• The sender requests redirection of funds to an alternate recipient or payment method.

7 Customer Communication

ZiMoney is committed to maintaining clear and transparent communication throughout the refund process. Customers will be kept informed at each stage:

• Acknowledgement of refund request.
• Verification progress updates.
• Outcome of the refund decision.
• Estimated completion timeframe once approved.

Support channels:

• Email: support@zimoney.com
• Phone: +61 3 8658 7992
• In-app messaging or live chat (where available)
• Business hours: Monday–Friday, 9:00 am – 5:00 pm AEST

8 Record Keeping and Compliance

• All refund requests, communications, and outcomes are documented and securely stored in ZiMoney's systems for a minimum of seven (7) years, in line with AUSTRAC record-keeping obligations.
• ZiMoney will report suspicious refund activity in accordance with its Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) obligations.

9 Dispute Resolution

If a customer is dissatisfied with the outcome of their refund request:

• They may escalate the matter to ZiMoney's Internal Dispute Resolution (IDR) team.
• If still unresolved, ZiMoney is a member of the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme for financial services consumers. The customer may lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA Contact:
Website: www.afca.org.au
Phone: 1800 931 678