Cancellation & Refund Policy

1. Overview

At FXPertise Solutions, we understand that foreign exchange rates are highly volatile. To protect our customers from market fluctuations, we offer specialized tools to "freeze" live rates. This policy outlines the terms and conditions regarding order cancellations and the refund of deposits.

2. Fixed Rate Orders (Rate Lock)

• Rate Guarantee Deposit: To lock a rate, a refundable deposit of 2% of the order total is required.
• Deposit Refund: This 2% deposit is fully refunded to the user immediately upon the successful completion and execution of the order.
• Validity: Fixed rate orders must be executed within three working days (including the booking date). If not utilized within this window, the order will be automatically cancelled, and the 2% deposit will be forfeited.

3. No-Obligation Orders

Orders where the rate is not fixed are processed at the live rates appearing on the website at the time of the actual physical transaction.

• Cancellation: These orders can be cancelled by the user or FXPertise channel partners via written request at least 2 hours before the transaction time.
• Fees: There is no charge for the cancellation of a no-obligation transaction, provided full payment has not yet been processed.
• Execution: Once the transaction is executed or full payment is received by the vendor, cancellation is no longer possible.

4. Forfeiture & Penalties

The 2% Rate Guarantee Deposit (or 2% of the total payment if full payment was made) will be forfeited under the following circumstances:

• Failure to provide mandatory KYC/RBI-compliant documents.
• The actual traveler is unavailable at the time of execution.
• Provision of forged, inaccurate, or expired documentation.
• Trip postponement or cancellation by the customer.
• Failure to pay the remaining balance within the 3-day validity period.
• Non-compliance with FEMA/RBI guidelines or Anti-Money Laundering (AML) regulations.

5. Refund Policy & Timelines

Refunds for the 2% rate-lock deposit are triggered once the forex provider notifies FXPertise that the transaction is complete.

• Mode of Refund: Refunds are processed via the original payment mode (Credit Card, Debit Card, or Net Banking).
• Convenience Fees: Any payment gateway convenience fees charged at the time of booking are strictly non-refundable.

6. Cancellation Procedure

• Self-Service: Log in to the portal and use the "Manage Your Order" feature.
• Support Helpline: Call us at +91-mobile number.
• Email: Send a formal cancellation request to our support email address.

7. Third-Party Services

• Travel Insurance: Regulated by IRDAI. Cancellations are subject to the insurer's specific terms and conditions.
• International SIM Cards: Full refund if the SIM is not delivered within 21 days. 50% refund if delivered but not activated. No refund is possible once the SIM card has been activated.

8. Working Days & Holiday Clarification

For the purpose of this policy, “Working Days” shall mean Monday to Saturday, excluding Saturdays, Sundays, public holidays, bank holidays, and any holiday declared by RBI, government authorities, or banking institutions. Any timelines mentioned under this policy shall automatically extend to the next working day if the last day falls on a non-working day or banking holiday.

9. Force Majeure

FXPertise Solutions Pvt. Ltd. shall not be held liable for any delay, failure, cancellation, suspension, or inability to process transactions arising due to events beyond its reasonable control, including but not limited to RBI restrictions, government directives, banking network failures, server downtime, payment gateway interruptions, technical system failures, currency market disruptions, geopolitical events, war, strikes, natural disasters, pandemics, or any unforeseen circumstances affecting forex operations or banking systems.

10. Refund Limitation Disclaimer

FXPertise Solutions Pvt. Ltd. shall not be responsible for any foreign exchange rate fluctuations occurring after the cancellation of an order or transaction. Any gain or loss arising from currency rate movement after cancellation shall be borne solely by the customer. Further, refund timelines may vary depending upon the processing timelines of banks, card issuers, payment gateways, or other financial intermediaries, which are external entities and outside the direct control of FXPertise Solutions Pvt. Ltd.

11. Taxes & Statutory Charges

All applicable taxes, statutory levies, GST, TCS, government charges, and banking charges collected during the transaction shall be governed as per applicable laws and regulations. Unless specifically mandated by law or refunded by the concerned authority, such taxes and statutory charges shall be non-refundable.