Cancellation, Refund, and Return Policy

Effective Date:

At Oman Exchange, our mission is to provide fast, secure, and efficient services for remittances, currency exchange, and exclusively for Bangladeshi nationals account opening and fixed deposits. This Cancellation, Refund, and Return Policy outlines the conditions under which transactions or service requests may be canceled, refunded, or corrected.

1.Cancellation Policy

Once a transaction (e.g., remittance, currency exchange, or service request) has been successfully submitted and authorized, it cannot be canceled if it is already in processing or completed.

However, cancellations may be allowed if:

• The transaction is still pending and has not yet been processed by our system or third-party partners.
• A cancellation request is submitted immediately after initiating the transaction and before confirmation.

To request cancellation, please contact the respective branch as soon as possible with your transaction slip. Then branch manager/ branch in-charge will send the request to customer service department

2. Refund Policy

Refunds may be issued in the following cases:

• Transactions failed due to incorrect recipient details, regulatory issues, or technical errors.
• Cancelled Transactions before processing
• Service unavailability due to system issues
• The funds have not yet been picked up or deposited by the recipient.
• The transfer violates any AML/KYC or regulatory requirements.

Refund Timeline:

• Approved refunds will be processed within 1-7 working days, depending on your payment method and other financial party.

Refund Method:

• Refunds are made to the original payment source (example - cash or bank account used for payment)

3. Fees (for Services)

• A cancellation or processing fee may be deducted from the refund amount.
• In case of system or company error, the full amount including fees may be refunded.

4. Return Policy (for Services)

Since Oman Exchange provides digital and financial services, traditional “returns” do not apply. However, if a service (such as account opening or remittance) was not delivered as promised due to an error or issue on our end, we will:

• Investigate the issue promptly
• Attempt to correct the issue
• Refund the amount if the issue cannot be resolved

5. User Responsibility

It is the user’s responsibility to:

• Provide accurate recipient details
• Review all transaction information before confirming
• Comply with identity verification and regulatory requirements

6. Contact & Support

For cancellation or refund requests, please contact our branches or contact us for any inquiries:

• Remittance Support

Phone: +968 24830893

Email Address: remittance.support@omanxchg.com.om

Include: Transaction reference number, amount, date, and reason for cancellation/refund.

7. Policy Updates

We may update this policy from time to time. Please check the latest version in the app or on our website.