Refund Policy

Eligible for Refund

The following situations qualify for a full refund:

• Transfer cancelled before funds leave SudaniCash
• Recipient bank rejected or returned the payment
• Technical error or duplicate transaction occurred
• Transfer failed to reach destination within guaranteed window
• Transaction processed at incorrect exchange rate due to system error

Case-by-Case Review

The following situations are reviewed individually and may qualify for a partial or full refund at our discretion:

• Incorrect recipient details provided by sender
• Transfer delayed beyond expected delivery window due to partner issues
• Exchange rate dispute where rate differed significantly from quoted rate

Not Eligible

Refunds will not be issued in the following circumstances:

• Transfer successfully delivered to the correct recipient
• Sender changed their mind after successful delivery
• Losses due to exchange rate fluctuations
• Requests submitted after the 30-day refund window
• Transactions flagged and held for compliance or fraud review

Step 1 — Submit Request

Contact support at refunds@sudanicash.com or via in-app chat within 30 days of transaction. Include your transaction ID, account email, and a brief description of the issue.

Timeline: Day 0

Step 2 — Verification

We verify your identity and review the transaction details, partner records, and delivery logs to assess the claim.

Timeline: 1–2 Business Days

Step 3 — Decision

You receive a written decision with full explanation. Eligible refunds are approved at this stage and you are notified via email.

Timeline: 3–5 Business Days

Step 4 — Refund Issued

Approved refunds are returned to your original payment method. Transfer fees may be deducted as disclosed in your refund decision letter.

Timeline: 5–10 Business Days

30-Day Window

Refund requests must be submitted within 30 days of the original transaction date. Requests submitted after this period will not be considered.

Original Method

Refunds are issued to the original payment method used for the transaction. We cannot redirect refunds to a different account or card.

Fee Deductions

Approved refunds may have transfer fees deducted. The fee structure will be disclosed in your refund decision letter before any deduction is made.

Currency & Rate

Refunds are processed in the original send currency at the original amount paid. Exchange rate fluctuations after the transaction date are not compensated.