Forest Pay Refund Policy

This policy explains how to request the cancellation of a payment, the recall of funds, or a refund in connection with Forest Pay services. It summarises the relevant provisions of the Forest Pay User Agreement . Please read it together with that Agreement and the commercial terms confirmed for your transaction.

Submitting a request does not guarantee that a transaction can be cancelled or that funds can be recovered. The outcome depends on the status of your transaction and the applicable terms.

1. Payment Cancellations

Contact Forest Pay as soon as possible if you wish to cancel or amend a payment instruction. Whether a cancellation is possible depends on the stage of processing and the allowable time for cancelling or modifying that instruction.

Under Section 4.5 of the User Agreement, we endeavour to complete payment transactions within three business days of receiving your instructions. If we cannot do so, we will inform you of the reasons and suggest that you cancel the transaction. This payment processing period is not a refund arrival deadline.

If the cancellation window has passed, your request will be subject to the payment recall provisions below.

2. Payment Recalls and Recovery

  • Incorrect recipient details: You are responsible for providing accurate and complete payment instructions. If incorrect details are supplied, we will make reasonable efforts to help recover the payment, but recovery is not guaranteed.
  • Payments already sent: After the allowable cancellation or amendment period, we will take reasonable measures to assist with a recall. A recall may be unsuccessful or may not be possible.
  • Funds already credited: Recalling funds deposited into a designated bank account typically requires the account holder's consent.

These requests are handled under Sections 4.2, 4.9, 4.10 and the relevant collection service provisions in Section 5 of the User Agreement.

3. Foreign Exchange Transactions

Once you accept the commercial terms for a foreign exchange transaction, you are obligated to complete it under those terms. Requests to cancel are subject to Forest Pay's agreement under Section 3 of the User Agreement.

If you fail to fulfil your obligations, Forest Pay may cancel an undelivered foreign exchange transaction and deduct actual losses caused by that cancellation from funds held on your behalf. If those funds are insufficient, you remain responsible for the difference.

4. Fees and Remaining Balances

Applicable charges are governed by the User Agreement and the fees disclosed for your transaction. Please contact us for details of any charges relevant to your cancellation, recall or refund request.

  • Bank and intermediary fees are handled under Sections 4.6 and 4.8 of the User Agreement. Forest Pay bears fees charged by its issuing bank; other bank or intermediary charges may be your responsibility.
  • Inaccurate bank account information that causes a bank to reject funds may result in a fee under the collection service provisions of the User Agreement.
  • Under Section 8, outstanding amounts and fees owed to Forest Pay are deducted from funds held on your behalf before the remaining balance is returned.
  • If your account is suspended or terminated, fees owed and rejected payments are handled under Sections 15.3 and 15.4 of the User Agreement.

5. Service Interruptions

If circumstances beyond our control prevent us from fulfilling our obligations or providing services, Section 18.13 of the User Agreement provides that we will notify you as soon as reasonably practicable and make reasonable efforts to refund funds you have paid. Reasonable fees incurred in performing the Agreement may still apply.

6. How to Request a Refund

Email noreply@forest-pay.com to discuss a cancellation, recall or refund. To help us identify your transaction, please include:

  • Your name or company name and the email address associated with your Forest Pay account.
  • The transaction reference, transaction date, amount and currency.
  • The reason for your request and a description of any payment error.
  • Relevant payment confirmation or correspondence, where available.

Never include your password or authentication codes in an email. Personal information is handled as described in our Privacy Policy .

7. Processing and Follow-up

A cancellation, recall or refund may depend on the transaction status, the receiving bank or payment partner, and any required verification. A request alone does not confirm that funds have been recovered or returned.

Contact Forest Pay with your transaction reference to confirm whether your request can proceed, the applicable charges, the arrangements for returning funds and the expected timing for your particular case.

8. Contact Us

For questions about this policy or an existing request, contact noreply@forest-pay.com. Please quote the same transaction reference when following up.

For the full terms governing your use of Forest Pay, please refer to the User Agreement .