📄 M’CUBE GLOBAL — REFUND POLICY

Last Updated: 11-25-2025

This Refund Policy explains when and how M’Cube Global Limited (“M’Cube Global”, “we”, “our”, or “us”) processes refunds for international money transfers made through our website or mobile application (“Services”).

By using our Services, you agree to this Refund Policy.

1. General Refund Principles

M’Cube Global aims to process transfers instantly. Because of this, refunds may not always be possible once a transaction has been completed.
However, we are committed to treating customers fairly and will review all refund requests in compliance with:

• FCA regulations

• UK Payment Services Regulations

• AML/KYC obligations

• Partner payout rules

2. When You Can Request a Refund

You may request a refund if:

A. The transfer has not been delivered to the recipient

If the funds have not yet been credited to:

• A bank account

• A mobile money wallet

• A cash pickup location

…we may cancel the transaction and issue a refund.

B. You sent the wrong amount or provided incorrect recipient details

If the transfer is still pending (not delivered), we will attempt to cancel it.

C. There was a duplicate or accidental payment

If you mistakenly submitted two payments or funded the same transfer twice, you may request a refund.

D. There was a system or technical error

If a transfer fails due to:

• Platform errors

• Failed payout partner connection

• Rejected transaction

…you will receive a refund automatically.

E. We cancel your transaction

If we are unable to complete your transfer due to:

• Compliance restrictions

• KYC/AML concerns

• Payout partner rejection

…your funds will be returned.

3. When a Refund May Not Be Possible

Refunds cannot be issued if:

A. The recipient has already received the funds

If the transfer was successfully delivered to:

• A bank account

• A mobile money wallet

• A cash pickup location (collected by the recipient)

…we cannot reverse the payment.

B. The transaction is under regulatory or compliance review

Refunds may be delayed or restricted if the transfer is:

• Flagged for additional checks

• Under AML/CTF investigation

• Suspended by regulatory action

C. You provided inaccurate or incomplete information that resulted in loss

M’Cube Global is not responsible for losses caused by incorrect recipient details submitted by the user.

4. Refund Timeline

If a refund is approved:

• Bank Transfer refunds: 3–7 business days

• Card Payment refunds: 5–10 business days

• Failed or cancelled transfers: Usually same day

• Refunds delayed due to compliance checks: Timelines may vary

Refund times depend on your bank, card issuer, and payout partners.

5. Refund Method

Refunds are always returned to the original funding source, such as:

• The same debit/credit card used

• The same bank account used

• The same wallet/top-up method used

We cannot redirect refunds to a different account or person.

6. Fees and Exchange Rates

A. Transfer fees

If the transfer has not been delivered, the full amount including fees may be refunded.

If the transfer has already been processed and a cancellation is not possible, fees may not be refundable.

B. Exchange rate

If a refund is issued:

• The original amount may be returned in the funding currency, not the converted currency.

• Exchange rate fluctuations may affect the amount returned to you.

7. Chargebacks

If you dispute a card transaction with your bank:

• The transfer may be halted

• Your account may be suspended

• We will cooperate with the bank’s investigation

• Additional verification may be required

Chargebacks abused fraudulently lead to account closure.

8. Fraudulent or Illegal Transactions

We do not issue refunds for transfers associated with:

• Fraud

• Scams

• Illegal activity

• AML/CTF violations

Funds may be held or seized by authorities.

9. How to Request a Refund

To request a refund, contact our support team:

Email: info@mcubeholdings.com
Phone: +44 7988 142473

Please provide:

• Full name

• Registered email

• Transaction reference number

• Amount sent

• Date of transfer

• Reason for refund request

We may request additional verification for security.

10. Changes to This Refund Policy

We may update this Refund Policy from time to time.
Any changes will be posted on our website with a new “Last Updated” date.

Continued use of our Services means you accept the updated policy.

11. Contact Us

M’Cube Global Limited
Regus House, Victory Way
Crossways Business Park
Dartford, Kent DA2 6QD
United Kingdom

Email: info@mcubeholdings.com
Phone: +44 7988 142473