Refund Policy

This Refund Policy explains when and how Barter Funds ("we", "us") will refund, reverse, or credit a Transaction on our platform. It applies to digital asset trading, gift card redemption, Concierge Pay, deposits, and withdrawals, and forms part of our Terms & Conditions. Because digital asset transactions are generally irreversible and payouts are dispatched to third-party networks, this Policy distinguishes between Transactions that can be reversed before dispatch and those that have already settled.

"Pending" means a Transaction that has been initiated but not yet executed or dispatched. "Processing" means the Transaction is being executed or awaiting network confirmation. "Completed" means the Transaction has been dispatched and settled. "Rejected" or "Cancelled" means the Transaction was declined or reversed. "Payout" means a transfer to your mobile money or bank account.

• Where a Transaction is still Pending or Processing and has not been dispatched to a payment network or blockchain, we will use reasonable efforts to cancel it and refund the underlying funds to your Barter Wallet or original payment method. • Once a payout has been dispatched to a mobile money network, bank, or blockchain, the Transaction is final and generally cannot be reversed, because these networks do not support recall. • Where we are at fault - for example a system error, an incorrect rate applied by us, or a payout sent to the wrong recipient due to our error - we will refund or correct the Transaction at no cost to you. • This Policy does not affect any statutory consumer-protection rights you may have in your jurisdiction of residence.

A refund or reversal may be available where: • The Transaction is still Pending or Processing and the funds have not been dispatched. • The Transaction failed due to a technical error on our side. • We rejected your Transaction (for example, failed verification, unsupported currency, or limits) after you had already funded it. • A payout was not delivered to the intended recipient and the receiving network or bank confirms return of the funds to us. • You were charged an incorrect amount or rate due to our error. To request a refund, contact support@barterfunds.com with the Transaction reference and a description of the issue.

The following are generally not refundable: • Completed digital asset sends to a blockchain address you specified, including sends to a wrong or unsupported address provided by you. • Completed payouts to a mobile money number or bank account you specified, including incorrect account details provided by you. • Gift card redemptions where the card has been verified and the payout issued. • Concierge Pay transactions where payment has been dispatched to the beneficiary. • Transactions reversed or charged back through your payment provider after funds were credited. • Fees and charges on completed Transactions, except where the Transaction itself is refunded due to our error.

To request a refund: 1. Contact support@barterfunds.com within thirty (30) days of the Transaction, including the reference ID and the reason for the request. 2. Our team will review the request, which may include verifying your identity and the Transaction details. 3. We will respond with a decision, typically within five (5) business days. Late requests may still be considered where you could not reasonably have detected the issue earlier, but our ability to recover funds diminishes over time.

Approved refunds are processed as follows: • Refund to Barter Wallet: usually within one (1) business day of approval. • Refund to the original mobile money or bank payment method: within five (5) to ten (10) business days, depending on the provider. • Refunds involving a returned payout from a third-party network: once the funds are received back from that network, plus the above processing time. We are not responsible for delays caused by third-party payment providers or banks.

Refunds are issued to your Barter Wallet by default, which you may then withdraw to your verified payout account. Where the original funding method supports it and you request it, we may refund to the original payment method instead. We do not refund to a third-party account that is not in your verified name.

Where a Transaction is refunded due to our error, we refund the full amount you paid, including fees, at the original exchange rate. Where a Transaction is refunded at your request (and not due to our error), the refund is made at the original exchange rate, but fees already incurred and any third-party network charges are non-refundable. If the refunded amount must be re-converted (for example due to currency movement), the prevailing rate at the time of refund applies, which may differ from the original rate.

If you reverse or dispute a charge with your bank or mobile money provider after we have credited your account or dispatched a payout, we may suspend your account and hold any balances pending investigation. Where the chargeback is fraudulent or unsupported, we may recover the disputed amount plus administrative costs and close your account. Genuine disputes should be raised with us first under this Policy.

Gift card redemptions are non-refundable once the card has been submitted and verified and the payout issued. If a submitted card is found to be invalid, already redeemed, fraudulent, or otherwise unusable, the redemption will be rejected and no payout will be made; any amount you paid (where applicable) will be returned to your Wallet. We do not refund gift cards that were submitted in error by you.

Concierge Pay refunds depend on whether payment has been dispatched to the beneficiary. Before dispatch, a request can usually be cancelled and refunded. After dispatch, refunds are subject to the beneficiary's or recipient institution's refund policy and may not be recoverable. Where the beneficiary returns funds to us, we will credit your Wallet, less any fees the beneficiary or network charged.

If a payout fails or is delayed due to incorrect recipient details you provided, the Transaction remains final and we are not liable for the loss. If a payout fails due to our error or a system issue on our side, we will re-attempt the payout or refund the amount to your Wallet without charge. Where a receiving network or bank holds or delays a payout, we will assist you in tracing it but cannot guarantee recovery.

If you believe a Transaction was unauthorised or fraudulent, notify us immediately at support@barterfunds.com. We will investigate and, where the funds have not yet been dispatched, reverse the Transaction. Where funds have been dispatched, we will cooperate with law enforcement but may not be able to recover them. You should also report fraud to your bank and the relevant authorities.

Where we are required by law, a regulator, or law enforcement to freeze, hold, or seize funds as part of an AML/CFT or sanctions investigation, we are unable to process a refund until the hold is lifted or resolved. This is outside our control and does not constitute a refusal to refund under this Policy.

For any refund enquiry, contact us: Email: support@barterfunds.com WhatsApp: +233 53 036 7164 Help Centre: barterfunds.com/help