Refund Policy

1. General Policy

Deriv Transfer is committed to providing reliable fund transfer services. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.

2. When Refunds Are Issued

We may issue refunds in the following situations:

• Failed Deposits: If your deposit fails to reach your Deriv account after successful payment confirmation
• Duplicate Transactions: If you accidentally make duplicate deposits for the same transaction
• Processing Errors: If we make an error in processing your transaction
• Technical Issues: If our platform experiences a technical issue that prevents successful processing

3. When Refunds Are Not Issued

Refunds will not be issued in the following circumstances:

• If you provided incorrect payment information or Transaction ID
• If you changed your mind after completing a deposit
• If you lost money trading on Deriv (trading losses are not refundable)
• If you violated our Terms of Service
• If the transaction was successfully completed to your Deriv account
• For withdrawal requests that have already been processed

4. Deposit Disputes

If your deposit does not appear in your Deriv account within the stated processing time:

1. Check your deposit status in your dashboard
2. Verify that you entered the correct Transaction ID
3. Contact our support team with your deposit details
4. We will investigate and provide a resolution within 48 hours

5. Refund Processing Time

Approved refunds will be processed as follows:

• Mobile Money (Mpesa/Airtel): 1-2 business days
• Mixx By Yas: 2-3 business days
• Bank Transfer: 3-5 business days

6. Partial Refunds

In some cases, partial refunds may be issued for:

• Deposits that were partially credited to your Deriv account
• Transactions affected by exchange rate fluctuations
• Processing fees charged by third-party providers

7. Chargebacks

If you initiate a chargeback with your payment provider without first contacting us:

• Your Deriv Transfer account may be suspended
• You may be liable for chargeback fees
• The dispute resolution process may take longer
• We reserve the right to contest invalid chargebacks

8. Unauthorized Transactions

If you believe an unauthorized transaction has occurred on your account:

1. Contact us immediately at support@derivtransfer.com
2. Change your account password and enable 2FA
3. Provide any evidence of the unauthorized activity
4. We will investigate and may issue a refund within 5-7 business days

9. Cancellation Policy

Deposit requests cannot be canceled once submitted. If you need to cancel a deposit, please contact support immediately. Cancellations are only possible if the transaction has not been processed.

10. Exchange Rate Disputes

Exchange rates are determined by our system based on current market rates. We do not offer refunds based on exchange rate fluctuations. The rate applied at the time of your transaction is final.

11. Fraud Prevention

To prevent fraud, we may:

• Verify your identity before processing refunds
• Require additional documentation for large refunds
• Delay refunds for suspicious transactions pending investigation
• Report fraudulent activity to relevant authorities

12. Contact for Refund Issues

For refund-related inquiries, please contact:

Email: refunds@derivtransfer.com
Phone: +255 123 456 789
Subject Line: "Refund Request - [Your Account ID]"

13. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Continued use of our services constitutes acceptance of the updated policy.

14. Governing Law

This Refund Policy is governed by the laws of the United Republic of Tanzania. Any disputes arising from refund requests shall be resolved under Tanzanian jurisdiction.