REFUND & CANCELLATION POLICY
(Poland / European Union)
Version: 1.0
First Issue Date: 01 January 2025
Last Updated: 09 February 2026
This Refund Policy applies to all payment and money transfer transactions initiated through AYDAPAY (“we”, “us”, “our”) via our website, mobile application, or authorised communication channels.
This Policy must be read together with our Terms and Conditions and Privacy Policy and forms an integral part of the contractual relationship between AYDAPAY and the customer.
Refunds are assessed strictly based on:
whether a transaction has already been executed or paid out,
the root cause of the issue,
applicable legal and regulatory requirements,
and the involvement of third-party banks or payment partners.
Where a refund, reversal, or recovery is requested or required due to customer error, omission, or customer-initiated action, the customer bears full responsibility for all resulting costs and risks.
A cancellation request may be accepted only if the transaction has not yet been executed.
If cancellation is successful:
the paid amount may be refunded,
any non-recoverable third-party fees or operational costs will be deducted where applicable.
If a transaction cannot be completed due to operational, compliance, or corridor-related reasons, a refund may be issued after:
completion of required internal and third-party checks,
confirmation from the relevant partner or bank,
and remains subject to applicable third-party costs.
If the customer is charged more than once for the same transaction due to a technical error attributable to AYDAPAY, the duplicate amount will be refunded after verification.
Where an error is directly attributable to AYDAPAY and a refund is required under applicable law, AYDAPAY will investigate and apply the legally required remedy.
No refund shall be due where the customer provides incorrect, incomplete, or inaccurate information, including but not limited to:
beneficiary name,
phone number,
bank name,
account number or IBAN,
payout method,
destination country,
currency or amount.
If the transaction is executed based on such information:
the transaction is deemed correctly processed,
no refund applies,
any recovery attempt is performed strictly on a best-efforts basis, with no guarantee of success.
If the customer discloses transaction references, PINs, confirmation codes, or payout details to any person other than the intended beneficiary and funds are collected, AYDAPAY bears no liability and no refund shall apply.
Once a transaction has been executed, paid out, or credited, it cannot be cancelled or refunded, except where explicitly required by law.
Transactions must be funded strictly from an account or payment instrument belonging to the customer.
Any loss, delay, or rejection resulting from:
third-party funding,
mismatched payer details,
is entirely the customer’s responsibility.
Where any of the following actions are required due to customer error or customer request:
recovery attempts,
transaction reversal,
compliance or verification reviews,
investigations,
legal or regulatory assessments,
the customer expressly acknowledges and agrees that:
All actual costs incurred shall be borne by the customer, including but not limited to:
fees charged by banks, card issuers, payment processors, correspondent banks, and paying agents;
charges imposed by third-party partners or service providers;
operational, administrative, compliance, and investigation costs;
legal, regulatory, or professional fees.
Such costs vary per transaction depending on destination country, currency, payout method, and partners involved and cannot be fixed or estimated in advance.
Costs may be:
deducted from any recoverable or refundable amount; or
charged separately where deduction is not possible.
No refund obligation exists where recoverable funds are equal to or lower than the total costs incurred.
Any assistance provided by AYDAPAY in attempting recovery is strictly on a best-efforts basis and does not guarantee recovery.
For international transfers involving foreign banks or local payout partners:
AYDAPAY does not control processing times after funds are released to third parties,
recovery or return timelines depend entirely on the response of the receiving bank or local partner,
no fixed timeframe can be guaranteed.
Where recovery is possible, funds will be returned only after the completion of all external procedures.
Where recovery is not possible, AYDAPAY shall not be held responsible for losses resulting from customer error.
If you believe a transaction is unauthorised, you must notify AYDAPAY without undue delay.
We will investigate in accordance with applicable law.
Refunds will be processed only where legally required and may be refused if:
fraud,
gross negligence,
or security breaches attributable to the customer
are identified.
Transactions may be delayed, suspended, or rejected for compliance reasons, including AML, sanctions screening, or fraud prevention.
If rejected:
funds may be refunded after completion of required checks,
refunds remain subject to applicable third-party costs.
Refunds are processed to the original payment method where possible.
Once approved, internal processing typically takes 5–7 business days, subject to bank or card issuer timelines.
External processing times are outside AYDAPAY’s control.
To submit a refund or investigation request, please provide:
full name,
registered email or phone number,
transaction reference,
transaction amount and date,
reason for the request,
any supporting documents.
📧 Contact: help@aydapay.com
📱 In-app chat is also available.
By confirming a transaction, you confirm that:
all transaction details are correct,
you understand that any loss, delay, or cost resulting from your own error or omission is your sole responsibility,
and such costs may reduce or eliminate any refundable amount.
Nothing in this Refund Policy limits or excludes any statutory consumer rights that cannot be waived under applicable law.
AYDAPAY may update this Refund Policy from time to time.
The most recent version will always be available on our website and mobile application.
If you have any questions about our REFUND & CANCELLATION POLICY, please don't hesitate to contact us.
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