For your convenience, we may provide this document in other languages, such as
English and/or Spanish. In the event there is any inconsistency between the French
version of this document and the translated text, the French text shall be binding.
REMITLY ERROR/PROBLEM RESOLUTION AND CANCELLATION NOTICE
WHAT TO DO IF YOU THINK THERE HAS BEEN AN ERROR OR A
PROBLEM
If you think there has been an error or a problem with your money transfer you are
encouraged to contact us as soon as possible by sending an email to
[service@remitly.com](mailto:service@remitly.com).
If you are concerned that unauthorised or incorrectly executed payments or a loss,
theft, misappropriation related to the use of the services have been made, you must
notify us without undue delay and in any case no later than the 13 months after the
applicable transaction was executed. When you do, please tell us:
1. Your name and email address;
2. The error or problem with the transfer and why you believe it is an error or
problem.
3. The name of the person receiving the funds, and if you know, his or her
telephone number or address;
4. The amount of the transfer; and,
5. The reference no. for the transfer as shown on the receipt we provided you at
the time of the original transaction.
We will determine whether an error occurred within 90 days after you contact us and we
will correct any error promptly. We will tell you the results within three business days
after completing our investigation. If we decide that there was no error, we will send you
a written explanation. You may ask for copies of any documents we used in our
investigation. Notwithstanding the foregoing, if your concern relates to a claim that
your payment was unauthorised or incorrectly executed or that a loss, theft,
misappropriation related to the use of the services took place, then we will review and if
appropriate, execute a refund as soon as practicable and, in any event, not later than
the end of the following business day after noting or becoming notied of the
unauthorised or incorrectly executed Transaction or the loss, theft, misappropriation
related to the use of the service.
WHAT TO DO IF YOU WANT TO CANCEL A MONEY TRANSFER