Refund Policy

Refund Policy

1. Scope and Regulatory Status

This Refund Policy applies to all payment and money transfer services initiated through AYDAP-SP-ZOO LTD (“we”, “us”, “our”) via our website, mobile application, or authorised channels.

AYDAP-SP-ZOO LTD operates as a Payment Services Directive (PSD) Agent of GCC Exchange UK Ltd (the “Principal”), an Authorised Payment Institution regulated by the Financial Conduct Authority under the Payment Services Regulations 2017.

This Refund Policy must be read together with our Terms and Conditions and Privacy Policy.

2. Core Principle

Refunds are assessed based on:

• whether a Payment Transaction has been executed,
• the cause of the issue,
• and applicable legal and regulatory requirements.

Where a refund or recovery is required due to customer error or customer-initiated request, the customer bears full responsibility for all resulting costs.

3. When a Refund May Be Granted

3.1 Cancellation Before Execution

You may request cancellation and a refund only if the Payment Order has not yet been executed.
If successfully cancelled, we will refund the paid amount subject to deduction of any non-recoverable third-party costs, where applicable.

3.2 Transaction Not Completed

If a Payment Transaction cannot be completed for operational, compliance, or corridor-related reasons, a refund may be issued after required checks, subject to applicable third-party costs.

3.3 Duplicate Charges

If you are charged more than once for the same Payment Order due to a system error, the duplicate amount will be refunded after verification.

3.4 Error Attributable to Us or Our Principal

Where required by the Payment Services Regulations 2017, we will investigate and apply the legally required remedy if the error was caused by us or our Principal.

4. No Refund – Customer Responsibility (Strong Protection)

You are not entitled to a refund in the following circumstances:

4.1 Incorrect Information Provided by You

If you provide incorrect or incomplete information, including but not limited to:

• beneficiary name,
• phone number,
• bank name,
• account number / IBAN,
• payout method, country, currency, or amount,

and the Payment Transaction is executed based on that information, no refund will be due.

Any recovery attempt will be best-efforts only, with no guarantee of success.

4.2 Disclosure of Collection Details

If you disclose the transaction reference, PIN, or payout details to any person other than your chosen Beneficiary, and funds are collected, we are not liable and no refund applies.

4.3 Change of Mind After Execution

Once a Payment Transaction has been executed (paid out or credited), it cannot be cancelled or refunded, except where required by law.

4.4 Third-Party Funding

Transactions must be funded from your own card or bank account. Any loss arising from third-party funding or mismatched payer details is your responsibility.

5. Allocation of Costs (Merged Clause – No Fixed Fees)

Recovery, Reversal, Compliance, and Legal Costs

Where a refund, cancellation, reversal, investigation, recovery attempt, or compliance action is required due to customer error or customer-initiated request, including but not limited to:

• incorrect or incomplete transaction details,
• incorrect payout selection,
• disclosure of sensitive transaction information,
• third-party funding,
• failure to respond to compliance or verification requests,

the customer acknowledges and agrees that:

1. 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 incurred in connection with the matter.
2. Such costs vary per transaction depending on destination country, payout method, currency, partners involved, and regulatory requirements, and cannot be determined in advance.
3. Applicable costs may be:
   • deducted from any refundable amount (where funds are recoverable), or
   • charged separately where deduction is not possible.
4. No refund obligation exists where recoverable funds are equal to or less than the total costs incurred.
5. Any assistance provided by us or the Principal in recovery or reversal is strictly on a best-efforts basis and does not guarantee recovery.

6. Unauthorised Transactions

If you believe a transaction was unauthorised, you must notify us without undue delay.

We will investigate in accordance with the Payment Services Regulations 2017.
Refunds for unauthorised transactions will be processed only where required by law, and may be refused or reduced if we establish fraud, gross negligence, or security breaches attributable to you.

7. Compliance Holds and Rejections

Transactions may be delayed or rejected for compliance reasons (AML, sanctions, fraud prevention).
If rejected, funds may be refunded after completion of required checks, subject to applicable third-party costs.

8. Refund Method and Timing

• Refunds are processed to the original payment method where possible.
• Once approved, refunds are typically processed within 5–7 working days, subject to card issuer or bank timelines.

9. How to Request a Refund

Please provide:

• full name,
• registered email/phone,
• transaction reference,
• amount and date,
• reason for request,
• supporting documents (if any).

Contact:
Email: support@gccremit.com Or help@aydapay.com

 

10. Customer Acknowledgement

By confirming a Payment Transaction, you confirm that all details are correct and acknowledge that any loss, delay, recovery action, or cost resulting from your own error or omission shall be entirely your responsibility, and may reduce or eliminate any refundable amount.

11. Statutory Rights

Nothing in this Refund Policy limits your statutory rights under applicable law.

12. Policy Updates

We may update this Refund Policy from time to time. The latest version will always be available on our website or application.