Refund & Cancellation Policy
Table of contents
1. Introduction
This Refund & Cancellation Policy explains when and how you may be entitled to a refund or cancellation for transactions made through Airpero LTD ("Airpero", "we", "our", or "us").
This Policy applies to services available through your Airpero personal account, including wallet funding, payment cards, money transfers, foreign exchange, and bill payments.
2. General Principle
Most transactions initiated through Airpero, including money transfers, foreign exchange conversions, and bill payments, are processed immediately and are generally not reversible once completed.
You are responsible for reviewing all transaction details, including recipient information, amounts, and currency, before confirming a payment.
3. Wallet Funding
If you fund your Airpero wallet in error or experience a failed funding transaction:
- Contact us as soon as possible with details of the transaction.
- We will investigate the transaction with our payment partners.
- Where a funding transaction fails to reach your wallet, the amount will typically be refunded to the original payment method, subject to verification.
4. Card Transactions
Refunds for purchases made using an Airpero virtual or physical card are subject to the refund policy of the merchant from whom the purchase was made.
Where a merchant approves a refund, the funds will be credited back to your Airpero card or wallet once received from the merchant's acquiring bank, which may take several business days depending on the merchant and card network.
5. Failed or Erroneous Transactions
If a transaction fails due to a technical error on Airpero's part or that of our licensed partners, we will investigate and, where confirmed, reverse or correct the transaction as soon as reasonably possible.
If you believe a transaction was processed in error, please contact us immediately with supporting details.
6. Unauthorized Transactions
If you notice a transaction on your account that you did not authorize, contact us immediately. We will investigate the matter and, where the transaction is confirmed to be unauthorized, take appropriate corrective action in accordance with applicable law and card network rules.
7. Cancellations
Money Transfers and Foreign Exchange
Once a money transfer or foreign exchange transaction has been submitted and processed, it generally cannot be cancelled. In limited circumstances, and before funds have been disbursed to the recipient, we may attempt to cancel a transaction at your request, though this is not guaranteed.
Bill Payments
Bill payments are typically processed immediately upon confirmation and cannot be cancelled once submitted.
Card Issuance
Requests to cancel a virtual or physical card can be made at any time through your account. Fees already incurred, such as card issuance fees, are generally non-refundable.
8. Fees
Fees charged for services rendered, such as transaction fees, currency conversion margins, and card issuance fees, are generally non-refundable, except where required by applicable law or where Airpero determines, in its discretion, that a fee was charged in error.
9. How to Request a Refund
To request a refund or report a transaction issue, please contact us with:
- Your account details.
- The transaction reference number.
- A description of the issue.
- Any relevant supporting documentation.
10. Processing Time
Approved refunds are processed as promptly as possible. The time for funds to appear in your account or on your original payment method may vary depending on your bank, card issuer, or payment provider.
11. Changes to This Policy
We may update this Policy from time to time to reflect changes in our products, services, or applicable regulatory requirements.
The latest version will always be available on our website and mobile application.
12. Contact Us
If you have questions about this Policy or wish to raise a refund request, please contact:
Airpero LTD
Email: support@airpero.com
Website: https://www.airpero.com
Regulatory Notice
Airpero LTD is a financial technology company and is not a bank. Banking, payment, card issuing, foreign exchange, money transfer, and related financial services are provided through licensed financial institutions and regulated payment partners in the jurisdictions where such services are offered.