Refund & Cancellation Policy

1. Cancelling a Transfer

When you can cancel. You may cancel a transfer at any time before we have processed it. Typically, this means you must cancel within [X minutes] of submitting the transfer. The exact window is shown on the confirmation screen and in your transfer history.

When cancellation is no longer possible. Once we have sent the funds to the receiving institution or payment partner, the transfer is irreversible. We cannot recall it, and we cannot guarantee a refund. This cut-off point is shown to you before you confirm the transfer.

To attempt a cancellation, log into your account, go to your transfer history, and select the transfer. If cancellation is still available, a cancel option will appear. You can also contact us at flow@structureflow.finance right away.

2. Failed, Rejected, or Returned Transfers

Sometimes a transfer cannot be completed. This can happen because:

• The recipient's account details were incorrect.
• The receiving institution declined the transfer.
• A regulatory or compliance check stopped the transfer.
• The recipient's account is closed or restricted.

If a transfer fails, is rejected, or is returned to us, we will notify you. We will then return the funds to the payment method you used to fund the transfer, subject to Section 4 (exchange-rate note) and Section 5 (fees).

3. How Refunds Are Issued

Refunds are returned to the original funding source — the bank account or payment method you used to send the transfer. We do not issue refunds to a different account or a different person.

Refunds are generally processed within [X] business days of the date we confirm the cancellation, failure, or return. Depending on your bank's processing schedule, it may take additional days for the funds to appear in your account.

4. Exchange Rate and the Amount Refunded

When you send a transfer, we apply an exchange rate that is fixed at the time you confirm the transfer. If the transfer is cancelled before processing, you will receive back the full amount you sent, in the currency you sent it, with no exchange-rate adjustment.

If the transfer is returned to us after the funds have already been converted and sent, the amount we are able to return to you may differ from the amount you originally sent. This can happen because exchange rates move, and we may not be able to reverse the conversion at the same rate. We will always clearly show you the amount being refunded before we process it.

5. Fees on Cancelled and Returned Transfers

Cancelled before processing. If you cancel within the available window, we will refund the full transfer amount including any fee you paid.

Failed or returned after processing. If a transfer fails or is returned after we have already processed it, we will refund the transfer amount. The fee may or may not be refunded depending on the reason for the failure. We will tell you clearly what will be refunded and why.

6. Incorrect Recipient Details

You are responsible for entering the correct recipient name, account number, and any other required details. If you provide incorrect details and the transfer is sent, we will do our best to help you, but we cannot guarantee recovery of the funds.

If you realize you have made an error, contact us at flow@structureflow.finance immediately. Acting quickly gives us the best chance of stopping or recalling the transfer before it is delivered. If the receiving institution agrees to return the funds, we will pass them back to you once we receive them, minus any fees the receiving institution charges for the recall.

We are not liable for losses caused by incorrect details you provided.

7. Closing Your Account and Withdrawing a Remaining Balance

If you close your account and there is a remaining balance, contact us at flow@structureflow.finance. We will return your balance to a verified bank account in your name. We may need to complete identity checks before releasing the funds, and some funds may be held where required by law.

If your account is closed by us because of a suspected violation of our Terms of Service, funds may be held pending investigation and may be reported to authorities in line with our legal obligations.

8. How to Request a Refund or Report a Problem

To request a refund or tell us about a problem with a transfer:

1. Email us at flow@structureflow.finance with your name, the transfer reference number, and a description of the issue.
2. We will acknowledge your message within 1 business day.
3. We aim to resolve straightforward issues within 5 business days. Complex cases — including those requiring information from a third-party institution — may take longer. We will keep you updated.

9. Escalating a Complaint

If you are not satisfied with our response, you may escalate your complaint. Email flow@structureflow.finance and mark your message "Formal Complaint." A senior member of our team will review your case and respond within 10 business days.

You may also have the right to file a complaint with a financial regulator in your jurisdiction. Contact us if you need help identifying the right regulator for your situation.

10. Contact

StructureFlow LLC
Email: flow@structureflow.finance
Website: structureflow.finance