Refund and Dispute Policy

The following outlines our policies regarding disputes and refunds. By submitting the form above, you agree to our dispute resolution and refund terms.

1. Dispute Resolution Process

Alfinjan ensures that disputes are handled efficiently to maintain customer satisfaction. Please ensure the form above is completed with the necessary information for us to investigate.

1.1 Lodging a Dispute

• Disputes must be submitted using the form provided on this page within 30 days of the transaction.
• Alfinjan will acknowledge receipt of your request within 5 business days.

1.2 Investigation

• The investigation will commence once the form is submitted and all necessary information is provided.
• Alfinjan will review the transaction, request further information if necessary, and contact any third parties involved.

1.3 Resolution

• After investigating, we will provide a response with the outcome, and corrective action will be taken if necessary, such as issuing a refund or adjusting the transaction.
• If the dispute is not resolved in your favor, we will provide a detailed explanation.

2. Refund Policy

Refunds will be provided based on the circumstances outlined below. Please ensure that your refund request is detailed in the form above to facilitate our review process.

2.1 Circumstances for Refunds

Refunds are issued in the following situations:

• Transaction errors caused by Alfinjan.
• Technical errors resulting in a failed or duplicate transaction.

2.2 Non-Refundable Circumstances

• Completed transactions cannot be reversed once finalised.
• Refunds will not be provided for locked-in exchange rates or if the transaction has been successfully processed according to the customer’s instructions.

2.3 Refund Request Process

• Refund requests must be made using the form on this page within 30 days of the transaction.
• Refunds will be processed within 10 business days of approval.

3. Compliance with AUSTRAC Regulations

Alfinjan adheres to AUSTRAC’s Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) regulations. Disputes involving compliance issues will be subject to additional scrutiny and may result in delayed or denied refunds.