Refund Policy


VIVO TRANSFER LTD adheres to strict compliance procedures and policies related to money transfers but is not liable for any delays, loss or error in transmission of payment or for any mistake or omission or error caused by any reason outside our control or due to any relevant laws or market practices of origin and/or beneficiary country.

In a case of a cancellation or refund of a payment order the following procedures will apply:

The sender must request for a refund/cancellation in writing stating the reason and customer number, signed by the sender including a coloured copy of his/her passport or driving license. All written refund/cancellation requests will be reviewed under the discretion of VIVO TRANSFER LTD. For all processed transfers; the sender shall only obtain the foremost amount minus the refund/cancellation administration fee.

VIVO TRANSFER LTD also reserves the right to cancel any transaction where the customer did not comply with the company guidelines and the legislation for remittances abroad.

An administration fee of £25 will be charged for all refunds/cancellations. The refund/cancellation charge may differ due to bank charges or exchange rate changes that may been incurred by VIVO TRANSFER LTD at the time period of a refund.

It would approximately take up to 15 working days to effect a refund. The refunded money will only be credited to the card or bank account originally utilised.

Any changes or modifications in the details will incur a charge of £25.

There will be no reversals, full or partials refunds once a transaction status is shown as 'processing' or 'completed' on Vivo Transfer's system.

We trust that you will understand these procedures, which are intended for your protection as well as ours.

Any complaints regarding the transaction should be reported within 14 working days.

Any dispute or claim arising out of or in connection with such contracts or their formation (including non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts of England and Wales. The foregoing shall be without prejudice to your statutory rights.

Registered in England and Wales: 07263512

Registered office address: 9 Percy Street, W1T 1DL, London - UK

FCA Registration number: 527149

HMRC Registration number: 12596563

VIVO TRANSFER LTD is registered and regulated by the Financial Conduct Authority.