Refund Policy

1. Before requesting a refund

Monly facilitates payments to recipients. The recipient is responsible for the goods or services connected to a payment. If your request concerns a purchase, service, invoice, duplicate charge, or incorrect amount, contact the recipient first whenever possible.

2. Eligible requests

A refund may be considered when:

• The recipient agrees to return the payment.
• The same transaction was charged more than once.
• The payment was completed for an incorrect amount due to a confirmed processing error.
• The payment was unauthorized and the claim can be verified.
• Applicable law otherwise requires a refund.

3. Non-refundable amounts

Completed currency exchanges, transfers, withdrawals, or deliveries generally cannot be reversed after funds have been converted, released, or delivered. Service fees and third-party processing fees may be non-refundable when they have already been incurred, except where required by law or caused by a confirmed Monly processing error.

A dispute about the quality, delivery, or description of goods or services provided by a payment recipient must be resolved with that recipient, without limiting any rights you may have under applicable law.

4. How to request a refund

Email monlyexchange@gmail.com with the payer name and email, recipient name, amount and currency, payment date, transaction reference, reason for the request, and any supporting documents. Do not email complete card or bank credentials.

5. Review and outcome

We will review the transaction, may request additional information, and may coordinate with the recipient and payment provider. Approval is not automatic. If approved, a refund is normally returned through the original payment method when available. Processing time and exchange-rate effects depend on the payment provider, financial network, currency, and transaction status.

6. Chargebacks

Contact us before filing a chargeback so we can investigate. Filing a false or duplicate dispute may delay resolution, lead to account restrictions, or create additional costs. Nothing in this policy limits rights provided by your card issuer or applicable law.