Cancellation and Refund Policy

01About this policy

This policy explains how cancellation requests, returned payments and refunds are handled for personal transfers through Dash Cash. It applies to transfers delivered to bank accounts and supported mobile wallets in Pakistan and should be read with our Terms and Conditions. Nothing in this policy excludes rights or remedies that cannot lawfully be excluded.

02Requesting cancellation

If you need to cancel a transfer, contact info@dashcash.com.au immediately from your registered email address. Provide your name, transaction reference and reason for the request. Do not email your full card number, password, security code or one-time verification code.

We will check the transfer’s status and whether it can be stopped. A cancellation request is not confirmation that a transfer has been cancelled. Once funds have been released to a payment partner or receiving institution, cancellation may no longer be possible even if the transfer has not yet been credited. We will tell you the outcome when it is available.

03Completed transfers

Once a transfer has been approved and credited to the beneficiary’s bank account or mobile wallet, it cannot normally be cancelled or refunded at the customer’s request. A change of mind, incorrect customer-supplied beneficiary details or a disagreement with the beneficiary does not automatically create a refund entitlement.

This does not prevent us from returning funds that are subsequently returned by the receiving institution, or providing a remedy for a Dash Cash error or where required by law. Recovery from a beneficiary or receiving institution is not guaranteed.

04Checking beneficiary details

Before confirming a transfer, you must check the beneficiary’s name, bank and account number or IBAN, or wallet provider and registered mobile number. You are responsible for providing complete and correct details and confirming that the destination is a personal account or wallet.

Any account-number or IBAN format check does not, by itself, confirm that the account exists or belongs to the intended person. Wallet details must also be checked with the beneficiary.

05Incorrect details and recovery requests

Contact us immediately if you discover a mistake. If processing can still be stopped, we will explain the available options. Where a recovery request is available through our payment partner, we may assist, but cannot guarantee recovery or a particular completion time.

Dash Cash is not responsible for losses caused by incorrect beneficiary details supplied by you, except to the extent Dash Cash caused or contributed to the loss, or responsibility cannot lawfully be excluded.

06Rejected or returned payments

A receiving bank or wallet provider may reject or return a payment because of incorrect details, account restrictions, wallet limits or required checks. A delay alone does not mean the payment has been returned. We will establish its status before deciding the next step.

If the transfer cannot be completed and funds are returned to us, we will contact you about the refund or any available next step, subject to required checks and applicable law. We will not resend returned funds to a changed beneficiary without your instruction and necessary verification.

07Refund destination and processing

Approved refunds are normally returned to the original funding source: the debit card used to pay, or the personal bank account from which payment was received. If that source is closed or cannot receive the refund, contact us. Any alternative arrangement will require verification and must be permitted by law and the payment provider.

Refund timing depends on the transfer’s status, return of funds where necessary, required verification and bank or card processing. We will communicate the expected timing and notify you of material delays. If a refund does not arrive within the timeframe we have given you, contact us with your transaction reference.

08Refund amounts and external charges

We will explain the refund amount and calculation before completing the refund, including any applicable conversion treatment. Any lawful deduction must have a clear basis in the terms applicable to your transfer and will be itemised. We do not apply unspecified or undisclosed cancellation charges.

Charges imposed independently by your bank or card provider are governed by that provider’s terms. A Dash Cash refund may not automatically reverse those charges. This does not limit any remedy you are entitled to under applicable law.

09Duplicate funding or excess payment

If you pay twice, pay more than requested or omit your payment reference, contact us with proof of payment. We will reconcile the funds and explain how the verified duplicate or excess amount will be handled. Do not make another payment simply because the status has not updated.

10Fraud or unauthorised payments

If you suspect fraud or an unauthorised payment, contact Dash Cash and your bank or card provider immediately. We will assess the report separately from a change-of-mind cancellation. Refund outcomes depend on the circumstances and applicable legal rights. Do not send further money or share security codes with a person asking you to recover an earlier payment. Read our Fraud Awareness guidance for prevention advice.

11Reviews and restrictions

We may need additional information before cancelling, returning or refunding funds. We may delay action where necessary to comply with law, sanctions, fraud prevention or a lawful instruction. We will provide information where permitted; some information cannot lawfully be disclosed. Account suspension does not remove your rights concerning funds already paid.

12Complaints

If you are unhappy with the handling of a cancellation or refund, email info@dashcash.com.au with “Complaint” in the subject, your transaction reference, what happened and the outcome you seek. We will review the matter and respond under our complaints process. Any applicable external complaint rights remain available.