Refund Policy

Effective Date: 22nd December 2025

1. Introduction

At Choice Remit (“Choice Remit”, “we”, “our”, or “us”), operated by CAN-EAST SOLUTIONS INC., we are committed to transparency, fairness, and customer trust. This Refund Policy explains the circumstances under which refunds may be issued for money transfer transactions initiated through our website, mobile applications, or any other platform we operate.

This policy is designed to comply with applicable Canadian laws, including the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA), FINTRAC regulations, PIPEDA, and other relevant consumer protection and international compliance standards.

2. General Refund Conditions

A refund may be issued only if all of the following conditions are met:

• The funds have not yet been paid out to the recipient (cash pickup, bank deposit, mobile money, or wallet)
• The refund request is made by the original sender using a verified Choice Remit account
• The transaction could not be completed due to a technical issue, compliance block, system error, or invalid recipient details
• There is no legal, regulatory, or law enforcement restriction requiring Choice Remit to hold the funds
• Issuing the refund does not violate AML, CTF, fraud prevention, or sanctions requirements

Refunds will not be issued if:

• The transaction has already been successfully completed
• The recipient has already received or collected the funds
• Incorrect recipient details were provided and the funds are unrecoverable
• The refund request is made for reasons outside Choice Remit’s control (e.g. exchange rate changes, recipient refusal)

3. Refund Request Process

To request a refund, you must:

• Contact Choice Remit support through the official support channel
• Provide your transaction reference number
• Confirm your full name and registered email address or phone number
• Clearly explain the reason for the refund request

All refund requests are subject to identity verification and compliance checks. Once reviewed, we will inform you of the decision, expected processing timeframe, and any applicable deductions.

4. Refund Processing Timeframes

Processing times may vary depending on banking networks, third-party partners, and regulatory reviews. Choice Remit is not responsible for delays outside its control.

5. Refund Method and Currency

Refunds are generally issued to the original payment method used for the transaction and in the original currency sent, where possible. Refunds will cover the transfer amount only, minus any non-refundable fees already incurred.

6. Fees and Deductions

The following fees are non-refundable, even if a refund is approved:

• Payment processing or gateway fees
• Foreign exchange margins or rate differences
• Third-party partner or intermediary charges
• Transaction delivery or payout fees

These costs are incurred as soon as a transaction is initiated and cannot be recovered once processing has begun.

7. Partial Refunds

• Where only part of the transaction failed
• Where third-party fees were already deducted
• When a transaction is cancelled after initiation but before completion

Any partial refund will be clearly explained at the time of approval.

8. Fraud, Misuse, and Suspicious Activity

• The transaction is under investigation for fraud, money laundering, or terrorist financing
• The transaction has been flagged under FINTRAC reporting obligations
• Funds are subject to legal orders, sanctions, or law enforcement requests

Choice Remit fully cooperates with FINTRAC and other authorities as required by law.

9. Transaction Cancellations

• You contact us before the funds are paid out
• The payout partner or recipient bank rejects the transfer
• The transaction cannot proceed due to incorrect recipient information

Cancelled transactions are treated as refund requests and may be subject to reversal or processing fees depending on the stage of the transaction.

10. Non-Refundable Situations

• The recipient has already received the funds
• The transaction was completed successfully and you changed your mind
• Incorrect recipient details resulted in unrecoverable funds
• Service fees, FX spreads, or third-party charges
• Refund requests made more than 2 days after transaction initiation
• Events beyond Choice Remit’s control (force majeure, partner system outages)

11. Customer Responsibilities

• Ensuring all transaction details are accurate before confirming
• Reviewing recipient information carefully
• Using Choice Remit services in accordance with our Terms and Conditions
• Providing accurate information when requesting a refund

12. Changes to This Refund Policy

Choice Remit may update this Refund Policy to reflect changes in legal, regulatory, or operational requirements. The latest version will always be available on our Platform with the updated effective date.

13. Contact Us

Choice Remit

Operated by CAN-EAST SOLUTIONS INC.

FINTRAC MSB Registration Number: M19182141

Address: 235 Dixon Rd, Unit 18
Toronto, ON – M9P 2M5
Canada

Email: support@choiceremit.com

Website: www.choiceremit.com