Transfers, Cancellations and Refunds

Last updated: September 16, 2026. This Policy explains how transfer confirmation, processing, cancellation requests, failed operations and refunds are handled. It should be read together with the Terms of Use and Privacy Policy.

1. Before confirming a transfer

Before payment and confirmation, review the beneficiary name and contact details, country, receiving network or method, amount sent, fees, exchange rate and estimated amount received. Confirmation means that you are asking AGS Pay to begin processing based on the information you supplied.

2. Payment receipt

Transfer processing depends on receipt or confirmation of the selected payment method. A payment that has been initiated does not necessarily mean funds are immediately available for payout. Payment, security or compliance checks may occur before processing continues.

3. Transfer statuses

A transaction may move through statuses such as Confirmed, Processing and Delivered, and may also fail, be cancelled or be placed under review. Tracking in the app is intended to show the most recent known stage and can depend on information received from providers participating in the transfer.

4. Requesting cancellation

You may contact AGS Pay to request cancellation. A request is not automatically an effective cancellation. AGS Pay must first verify the actual status and whether processing can still be stopped in the systems or with the providers involved.

5. When a transfer is already processing

Once a transfer has been sent for processing, it may no longer be possible to stop it immediately. AGS Pay may review available options, but the result depends on the processing stage and the receiving network’s capabilities.

6. When funds have been delivered

Once funds have been paid or made available to the beneficiary, cancellation may no longer be possible. Review beneficiary information carefully before confirmation and contact support immediately if you believe information is incorrect.

7. Failed transfers

If a transfer fails, AGS Pay reviews available information to determine whether the operation can be retried, corrected or should be refunded where applicable. Failures can result from beneficiary information, receiving-network issues, payment problems, verification requirements or technical unavailability.

8. Refunds

Where a refund applies, processing depends on factors such as the original payment method, status of the funds and financial systems involved. The refundable amount and treatment of fees depend on the circumstances and applicable rules. AGS Pay will provide available information about the relevant refund.

9. Refund timing

After a refund is authorized, the time required for the amount to appear in the customer’s account may depend on the financial institution or payment method. AGS Pay therefore does not promise one universal posting time where the final step depends on another provider.

10. Incorrect beneficiary information

If you discover an error, contact support immediately. Until delivery, AGS Pay can review whether correction or cancellation is still possible. After funds are paid to the destination provided, recovery may be limited and cannot be guaranteed.

11. Transactions under review

A transaction may be temporarily placed on hold when additional verification is required. AGS Pay may request additional information before continuing in order to protect the account, review the operation and satisfy applicable requirements.

12. How to request help

When contacting support about an operation, provide the transfer reference and a clear description of the issue. Never send your password or security codes. AGS Pay may request information needed to verify your identity before discussing sensitive account details.