Refund Policy

Version 1.0  January 2023 

 

This Refund Policy relates to transactions relating to e-money via card deposits or bank transfers. Babb Remit Ltd “BABB” undertakes to make its best effort to assist Users in the case of any disputes related to deposited funds. 

  1. GENERAL CONDITIONS

Refunds and returns will only be considered where the customer fully complies with the Eligibility Criteria. Where the customer fails to meet any of the Eligibility Criteria, BABB shall have the right, in its sole discretion, to decline the customer’s request for a refund or return. 

 

Customers receive GBP in their e-money accounts against a bank transfer or a card deposit. Babb does not charge for UK (local) GBP e-money deposits. Customers are able to cash out their existing GBP balance to UK (local) GBP accounts without any fees, which works as a return mechanism in case customers want their payment back. 

 

If a customer does not have a UK bank account, and he/she wants their existing GBP balance returned to the original payment method, he/she must send an email request to money@getbabb.com for processing. 

 

All information related to the refund or return may be verified by BABB. Where the customer fails to provide appropriate documents or information within three (3) days upon request or in the case of any doubts as to the authenticity of the provided documents, BABB shall be entitled to decline the customer’s request. 

 

BABB shall process the request as soon as is reasonably practicable. Response times will vary depending on the stated reasons for the request. In any case, BABB shall notify the customer on the outcome of the request in accordance with the timescales set out herein. 

  1. TRANSACTIONS INVOLVING E-MONEY BANK TRANSFERS

Where a customer has deposited into a BABB e-money account using funds to keep it for use at a later stage, the customer has the right to request these funds be returned prior to use. The customer can do this by initiating a Cash out transaction from their e-money account. BABB does not charge a fee for GBP transactions in the United Kingdom. In case the customer requests a return transaction to a non-UK GBP account, Babb may charge an admin fee.

 

Where the funds have already been paid out or authorisation has been granted for this, the funds are no longer deemed to be available and are therefore not eligible for return.

  1. CARD DEPOSIT CHARGEBACK/REFUND REQUESTS

Customers are encouraged to contact BABB at money@getbabb.com to query and resolve any problem or issue related to their payments, before the customer makes any Chargeback or Refund request. 

 

Customers receive GBP in their e-money accounts against a card deposit. Babb does not charge for UK (local) GBP e-money deposits. Customers are able to cash out their existing GBP balance to UK (local) GBP accounts without any fees, which works as a return mechanism in case customers want their payment back. 

 

If a customer does not have a UK bank account, and he/she wants their existing GBP balance returned to the original payment method, such as his/her debit card, he/she must send an email request to money@getbabb.com for processing.


Where the funds have already been paid out or authorisation has been granted for this, the funds are no longer deemed to be available and are therefore not eligible for return.

 

BABB will investigate any Chargeback requests made by the customer and in response will inform the customer’s Issuing Bank whether any Service or Transaction has been cancelled. BABB reserves the right to suspend a customer’s account and lock customer funds during the chargeback investigation procedure. 

 

Funds will be repatriated to the source where possible. If this is not possible, alternative arrangements can be made and agreed between the customer and BABB, following the provision of sufficient proof and process as detailed in this policy. 

 

BABB reserves the right to immediately refund or return any payment related to fraudulent activity. 

  1. MISCELLANEOUS

Any charges which arise upon processing a refund or return of non-GBP or non-UK transactions, shall be borne solely by the customer. 

 

For card refunds and returns, the customer is responsible for all costs and exchange fees arising from the card issuing bank. 

 

This Refund Policy will be amended from time to time if there is any change in legislation. 

 

Terms and conditions of the Refund Policy are subject to change by BABB and in the case of any amendments, BABB will make an appropriate announcement. The changes will apply after BABB has given a notice.


In the case where the customer does not wish to accept the revised Refund Policy, he/she should not continue to use BABB Services. If the User continues to use the Services after the date on which the change comes into effect, his/her use of the Services will be bound by the new revised Refund Policy. 

 

  1. REFUND ELIGIBILITY CRITERIA

 

  • The customer has an existing e-money balance; and

  • The customer is unable to cash out to a UK local GBP bank account; and

  • Customer’s account is not connected to fraud and/or scam; and

  • Customer enquired their request at money@getbabb.com 

  • Errors made by the customer in the transfer process that lead to losses, including when funds have been converted and withdrawn, will not be eligible for refund.

  • Card transactions that may get stuck in processing and not reflected in e-money balance due to a system communication issue are eligible. The customer must provide information to BABB about when the payment was done and once confirmed the card deposit will be reversed to the original source.