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Refunds Policy

In general, we do not provide refunds unless we did something wrong.

We are not a bank, and we are not permitted under law to offer deposit and withdrawal services to the same person in the same country, except in exceptional circumstances.   Once you have paid money for a transfer, we can't refund you if you change your mind.  Any balance you hold on your account with Money Move IT must eventually be used as part of a money transfer to another person or organisation - you cannot hold a balance, and then request a refund to yourself.  

We will consider your written request for a refund if you provide the Sender’s full name, address, and phone number, together with the Transaction tracking number, Transaction Amount, and the reason for your refund request.

If we do provide you a refund, we will only refund the Transaction Amount if the Transaction was not paid out to the Recipient (in which case we will also cancel your pending Transaction); otherwise, we will only refund the Service Fee. Where possible, refunds will be credited to the same Payment Instrument used to pay for the Transaction.

If you want a refund, you must complete a written request to our support team or post it to Money Move IT Ltd, attn: Customer Service, PO Box 28030, Wellington 6150, New Zealand.  Please include all details of the transaction, including the date, the amount, who was sending, and who was receiving the money.  You should also include any recent transaction numbers that are associated with this transaction.

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