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Legal

Refund and Cancellation Policy

Ernora Pay
Effective Date: 11.06.2025

1. Policy Overview

This Refund and Cancellation Policy explains the circumstances in which Ernora Pay may allow a transaction to be cancelled or refunded, as well as the process for submitting such a request. This Policy is intended to provide a fair and transparent framework for customers while supporting compliance with applicable legal and regulatory obligations.

2. Definitions

“Transaction” means any instruction, order, payment, remittance, foreign exchange conversion, or payment processing activity submitted through Ernora Pay.

“Customer” or “User” means any individual, business, or other entity using Ernora Pay’s services.

“Settlement” means the final completion of a transaction after funds have been delivered, credited, paid out, or otherwise disbursed.

“Processing” means the stage at which a transaction has been initiated by Ernora Pay or submitted to a banking partner, payment partner, or other third-party service provider for execution.

“Refund” means the return of funds to the original sender, payer, or other permitted source following an approved cancellation or reversal request.

“Business Day” means a normal business day in Canada, excluding weekends and statutory holidays.

3. Scope of Policy

This Policy applies to Ernora Pay services, including, without limitation:

  • foreign exchange transactions;
  • outbound and inbound money transfers;
  • domestic and cross-border payment processing services.

4. Cancellation Requests

4.1 Timing

A cancellation request may be submitted before a transaction has been fully processed or settled. Once a transaction has been completed, credited, paid out, or otherwise disbursed, cancellation may no longer be possible.

4.2 Submission Requirements

Cancellation requests must be submitted in writing or through an approved support channel. To help us review the request, you should include:

  • your full name and contact details;
  • the relevant transaction ID, reference number, or other identifying information;
  • the reason for the cancellation request.

4.3 Contact Details

Requests relating to cancellations should be submitted to:

Ernora Pay
7404 King George Blvd., Suite 200
Surrey, Canada
MSB number: M23468645
Email: support@ernorapay.com

5. Refund Eligibility

Refunds may be approved in circumstances such as the following:

  • the transaction has not yet been processed or settled;
  • a duplicate transaction occurred;
  • a technical or operational error arose on Ernora Pay’s side;
  • the customer submitted a valid cancellation request within the applicable time window.

Refunds may be refused in circumstances including, but not limited to, the following:

  • the funds have already been disbursed or made available to the recipient;
  • the customer provided incorrect, incomplete, or misleading beneficiary or transaction details;
  • the refund request is based solely on a change in foreign exchange rates or market conditions.

6. Refund Processing and Fees

Where a refund is approved:

  • funds will generally be returned to the original payment method, unless otherwise required by law, regulation, or operational necessity;
  • refund processing times may vary and can depend on banking systems, intermediaries, and third-party providers;
  • Ernora Pay may deduct applicable service charges, processing costs, network expenses, banking fees, or third-party charges from the refunded amount where permitted.

7. Foreign Exchange Transactions

Refunds relating to foreign exchange transactions are subject to additional conditions. In particular:

  • any refund may be calculated based on the exchange rate available at the time the refund is processed, not the rate applied to the original transaction;
  • any loss, reduction in value, cost, or difference caused by exchange rate fluctuations may be borne by the customer.

8. Right to Refuse or Delay a Refund

Ernora Pay reserves the right to refuse, delay, or condition a refund request where necessary, including where:

  • the request does not meet the requirements of this Policy;
  • identity verification or compliance review is required;
  • additional information or supporting documentation is needed;
  • the transaction is subject to legal, regulatory, fraud, sanctions, or AML-related concerns.

Ernora Pay may also report suspicious, fraudulent, or unlawful refund requests to the appropriate authorities where required or permitted by law.

9. Contact Us

If you have any questions about this Policy or would like to request a cancellation or refund, please contact us at:

Ernora Pay
7404 King George Blvd., Suite 200
Surrey, Canada
MSB number: M23468645
Email: support@ernorapay.com