These rights come from the Electronic Fund Transfer Act and Regulation E (12 CFR part 1005, subpart B). They apply to every international transfer you send through Speedy. Partner legal name is the remittance transfer provider and is responsible for them, and Speedy handles your requests on its behalf.
Your right to cancel
You can cancel a transfer for a full refund, including all fees and any taxes we collected, if:
- you ask within 30 minutes after you paid; and
- the money has not already been picked up by your recipient or deposited into their account.
To cancel, open the transfer in the app and choose Cancel transfer, or contact us with the details below and give us enough information to identify the transfer, such as the reference number on your receipt. We will refund you within three business days of your request.
Scheduled transfers. For a transfer scheduled at least three business days ahead, including each transfer in a recurring series, you can cancel by telling us at least three business days before the scheduled date.
What you can do if you think there has been an error
You have the right to dispute errors in your transaction. If you think there is an error, contact us within 180 days of the date we promised that the money would be available to your recipient. You can also contact us for a written explanation of your rights.
An error can be any of these:
- You were charged the wrong amount for the transfer.
- We made a computational or bookkeeping mistake, such as an error in the exchange rate, fees or taxes we told you about.
- Your recipient received a different amount from the amount on your receipt, except where the difference is caused by a tax or fee that we told you was an estimate, or that we were not required to disclose.
- The money was not available to your recipient by the date on your receipt, unless the delay was caused by one of the reasons the law allows (for example, extraordinary circumstances outside our control, a legal or sanctions review, or incorrect information you gave us, as explained below).
- You asked us for documents or information about the transfer, for example to confirm whether there was an error.
How to tell us
Contact us in any of these ways:
- In the app: open the transfer and choose Report a problem
- Phone: support phone (hours)
- Email: support@speedymoneytransfer.com
- WhatsApp: message Speedy. Your message goes straight to a person and you get a reference number.
- Mail: Speedy Money Transfer, 255 Davis Street, Miramar Beach, FL 32459
Please tell us:
- your name and phone number or email address;
- the error or problem, and why you think it is an error;
- your recipient's name and, if you know them, their phone number or address; and
- the reference number on your receipt, or the date of the transfer.
The day we receive your message is the day your notice starts, even if you contact us on WhatsApp.
What happens next
- We will determine whether an error occurred within 90 days of receiving your notice.
- We will tell you the results within three business days of finishing our investigation.
- If we decide there was an error, we will tell you what remedies are available. Depending on the error, we will either refund the amount you should not have paid, or resend the money to your recipient at no extra cost. For money that did not arrive, you choose refund or resend. We will complete the remedy within one business day, or as soon as reasonably practicable, after you tell us your choice. If you don't choose, we may choose for you after the time the law allows.
- If we decide there was no error, we will send you a written explanation. You may ask for copies of the documents we used to reach our decision.
If you gave us incorrect account details
If you provided an incorrect account number or bank identifier and the money went into someone else's account, the law may not require us to refund you, but only if we checked the bank identifier where reasonably possible, we warned you before you paid that incorrect details could mean losing the money, and we promptly try to recover it. We will always try to recover the money and will tell you what happened. For transfers sent by link, Speedy shows you the details your recipient entered and asks you to confirm them before you pay.
Help from regulators
If you are not satisfied with how we handle your problem, you can contact:
- Partner legal name's licensing regulator in your state, listed on our Licenses page; or
- Consumer Financial Protection Bureau: (855) 411-2372 · (855) 729-2372 TTY/TDD · consumerfinance.gov/complaint
Languages
This notice is available in English, Spanish, French and Haitian Creole. Your receipt is given in the language you chose for your transfer, together with English.