The refunds policy is covered in the general terms and conditions as shown below

7.Payments, Refund and Cancellation Policy

7.1 Subject to this Section 7 and Section 12 of these Terms, you will be required to pay for Services you use as may be applicable. Given that the Services may include provision of access to electronic assets, you will not be entitled to a refund for any Services paid for and for which access has been correctly granted.

7.2 Unless the Services are otherwise terminated or your access is restricted, you will pay for each product for which you have completed an order. Processed transactions for purchases and refunds on returned items to merchants may be subject to standard transaction processing fees. Where there is a need for any transaction to be completely reversed for errors or legal and regulatory reasons there will be no charge by way of a chargeback.

7.3 If you believe that a transaction has been incorrectly executed or was not authorised by you, you must notify us immediately by logging into your Swifin Account and sending a secure message or using the customer support help desk on our Site, by using the APP chat function on our Site, or by contacting your local Agent.

7.4 Failure to notify us in a timely manner, and in any event within five (5) working days and no later than the statutory maximum period as may be required by Local Laws and regulations after the debit date, on becoming aware or any unauthorised or incorrectly executed transaction will result in you losing your entitlement to redress. The maximum period in the UK is no later than 13 months after the debit date, on becoming aware of any unauthorised or incorrectly executed payment transaction.

7.5 Where it is established that the transaction was not authorised or incorrectly executed, and you have notified us in a timely manner and in accordance with clause 7.4, unless clause 7.6 applies, we shall refund to you the full amount debited.

7.6 We will not be liable for:

A. any losses incurred were you have acted fraudulently; or

B. have with intent or gross negligence failed to comply with clauses 5.1 and 5.2, and have not notified us in time in accordance with clause 7.4.

7.7 Where clause 7.6 does not apply, you will be liable up to a maximum of £35 or the equivalent as directed by Local Laws and regulations in the Relevant Jurisdictions for losses incurred in respect of unauthorised transaction where you have failed to comply with clause 5.1 and 5.2.

7.8 This clause 7.8 only applies if you are not a consumer, Micro-Enterprise, or a charity. Regulations 66(1), 67(3) and (4), 75, 77, 79, 80, 83, 91, 92 and 94 of the Payment Services Regulations 2017 shall not apply, and the below provisions shall apply:

A. if you believe that a payment order has been incorrectly executed or was not authorised by you, you must inform us as soon as possible by contacting us through the support/help page on our Site. Failure to notify us promptly on becoming aware or within 1 month of the date of unauthorised or incorrectly executed payment order will result in you losing your entitlement to have the matter remedied

B. where it is established that a payment order was not authorised by you, and you have notified us in a timely manner within 1 month of the date of the unauthorised payment order, we will be liable for all losses if you can prove beyond a reasonable doubt that the unauthorised payment order was performed as a result of our gross negligence; and

C. except as set out in this Clause 7.8 you will be liable for all losses incurred with respect to a payment order which were not authorised by you.