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Important - Your agreement to the English language. This policy is provided in English. By agreeing to our User Agreement you consent to us providing our Service in the English language and also to us communicating with you in English.

If there is any conflict between the English language version of the content of our Service (including this policy) and any translation, the English version will govern. For example, if you have set the device that you access our Service with to a language other than English, only the English language version of our Service applies (and not the non-English language version).

For your convenience, we may provide this document in other languages. In the event there is any inconsistency between the English version of this policy and the translated text, only the English text shall be binding.

If you do not agree with the above, please do not access or use our Services

*مهم- موافقتك على اللغة الإنجليزية. هذه السياسة صادرة باللغة الإنجليزية. بموافقتك على اتفاقية المستخدم، فأنت توافق على أن نقدم خدمتنا باللغة الإنجليزية وأن نتواصل معك باللغة الإنجليزية أيضًا.

إذا حدث أي اختلاف بين نسخة محتوى خدمتنا (ومنها هذه السياسة) الصادرة باللغة الإنجليزية وأي ترجمة لها، فسيتم الاحتكام إلى النسخة الإنجليزية. على سبيل المثال، إذا ضبطت الجهاز الذي تصل منه إلى خدمتنا على لغة خلاف الإنجليزية، فستنطبق فقط النسخة الصادرة باللغة الإنجليزية (وليست أي نسخة صادرة بلغة غير الإنجليزية).

ولراحتك، قد نصدر هذه الوثيقة بلغات أخرى. وفي حالة عدم الاتساق بين النسخة الإنجليزية من هذه السياسة والنص المُتَرجَم، فسيكون النص الإنجليزي فقط ملزمًا.

إذا كنت لا توافق على ما ورد أعلاه، يُرجى عدم الوصول إلى خدمتنا أو استخدامها



If you think there has been an error or a problem with your money transfer you are encouraged to contact us as soon as possible.

  • Contact us via the [Contact Us page here][hyperlink]; or,

  • Write to us at Remitly (DIFC) Limited: attn: Remitly Error Resolution, Level 14, The Gate Building P.O. Box 74777, Dubai, United Arab Emirates.

You must contact us within 180 days of the date we promised to you that funds would be made available to your recipient. However, if you are concerned that unauthorised payments have been made, you must notify us without undue delay and in any case no later than 13 months after the applicable transaction was executed. When you do, please tell us:

  1. Your name and email address;

  2. The error or problem with the transfer and why you believe it is an error or problem.

  3. The name of the person receiving the funds, and if you know, his or her telephone number or address;

  4. The amount of the transfer; and,

  5. The reference no. for the transfer as shown on the receipt we provided you at the time of the original transaction.

We will determine whether an error occurred within 90 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation. Notwithstanding the foregoing, if your concern relates to a claim that your payment was unauthorised then we will review and if appropriate, execute a refund as soon as practicable.


Subject to certain conditions, you have the right to cancel a transfer and obtain a refund of all funds paid to us, including Service fees. In order to cancel you must contact us at the telephone number or email address shown above before we deposit the funds to your recipient’s bank account or mobile wallet; your recipient receives the funds via a home delivery service; or collects the remittance.

When you contact us, you must provide us with information to help us identify the transfer you wish to cancel, including the amount and location where the funds were sent. We will aim to refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipient’s account. Please note that sometimes a refund may take a little longer to reach your payment instrument due to the processing times of the banks and other parties involved in the refund payment process.