Refund and Cancellation Policy

Cancellation

You can cancel your transfer at any time prior to its completion. Completion of your transfer means that your recipient has picked up the funds you sent or the funds have been deposited into the Recipient's mobile money or bank account at the time of your cancellation request.

Error Resolution

You have a right to dispute errors in your Transfer. If you believe that an error has occurred with your Transfer or you are dissatisfied with the Service.

Resolution Time: You must contact us within 30 days of the date that your Transfer was registered with us:

• Sending us an email to [email protected]
• Contacting us via our contact page
• WhatsApp message us at +1 514 688 7130

How is Cancellation Done

We will notify you about your cancel request via email and inform you if your transfer is cancelled. If transfer cancellation is not possible, then it means your transfer is processed and paid to recipient.

Can Paid Transfers Be Reversed

To successfully recall funds we must:

• Contact the recipient and ask them to refund funds to us.
• The recipient of the money must refund enough funds to cover your cancelled amount. If partial, then we can only refund you partially.
• Note: Paid cash pickup cannot be recalled by Onbilia.

Refunds

All refunds will be credited to the same Payment Instrument used to pay for the Transfer, amount and currency from the time your Transfer was submitted.

If you entered incorrect information when sending money, for example a mobile money wallet number, we may try to recall the transfer for you. Please contact Onbilia as soon as possible.

Refund Time

It usually takes up to 7 working days for a refund to be credited back to you after we've cancelled the transaction. This can take longer depending on how you paid and/or your provider.

Communications

To send a Transfer through your Onbilia Account, you will be required to provide Onbilia with a valid mobile phone number and an email address. By using the Service, you represent that you are the owner of the email address and the mobile phone number.

When you provide us with your mobile phone number or email address, you consent to receiving transaction and account-related calls and push notifications from us regarding your Onbilia Account or Onbilia Transfers. We may contact you for any purpose consistent with the terms of this Agreement and our Privacy Notice, including but not limited to Transaction receipts, and notifications regarding updates to your account.

It is important, and you are required, to keep your email and phone number up to date in your Onbilia Account. You should also check your email on a regular basis for messages from Onbilia to ensure that you do not miss any emails about your Transfers or our Service. Onbilia shall not be liable for any loss or other consequences if you do not regularly check your email.

Complaint Process

State-specific Complaints

Quebec

File complaints with the Office de la protection du consommateur (Consumer Protection Office) or the Protecteur du citoyen (Ombudsman).

British Columbia

File complaints with the primary agency for addressing consumer complaints about financial services is Consumer Protection BC.

Ontario

File consumer complaints about financial services with the Ontario Ministry of Government and Consumer Services.

Alberta

Alberta Securities Commission (ASC) or the Alberta Ombudsman.

New Brunswick

File a complaint with the New Brunswick Financial and Consumer Services Commission (FCNSC).

Saskatchewan

Complaints is the Financial and Consumer Affairs Authority (FCAA) or the Ombudsman Saskatchewan.

Prince Edward Island

File a complaint with the Financial and Consumer Services:

• 📧 Email: [email protected]
• 📮 Mail: Financial and Consumer Services Division
  Shaw Building, 1st Floor North
  105 Rochford Street
  PO Box 2000
  Charlottetown, PE C1A 7N8