Refund Policy

Last updated: 20 October 2026

This Refund Policy explains how LUMEN PAYMENTS LIMITED deals with refund requests relating to money transfers, foreign exchange and business-to-business payments, and in which situations a refund is or is not available.

1. Settled Transactions Are Final

Once a transaction processed by LUMEN PAYMENTS LIMITED ("Lumen Payments" or the "Company") has settled, it is final and cannot be revoked. As a rule, we do not refund a transaction that we carried out correctly and settled in line with the instructions we were given.

2. Our Role as a Business-to-Business Provider

We serve verified legal entities only. Lumen Payments carries out money transfers, foreign exchange conversions and business-to-business payments on the instructions of its corporate clients. We are not a party to the commercial dealings between a client and its counterparties, suppliers or beneficiaries, and we do not set, supervise or guarantee the terms of those dealings. Any disagreement about the underlying contract, such as how much is owed to a counterparty, has to be settled between the client and that counterparty.

Lumen Payments is not a bank and does not offer banking, stored-value or wallet products. A refund under this Policy means returning a fee we charged in error, or the amount of a payment instruction that was not executed or that failed, to the originating account held in the client's own name.

3. Errors Outside Our Control

We are unable to reverse a transaction or recover the amount sent when:

the client's payment instruction contained incorrect beneficiary or bank details;
the value of the amount changed because exchange rates moved after settlement;
the transaction was carried out exactly as set out in the original payment order.

4. When a Refund May Be Considered

We consider refunds only in exceptional cases where a technical or operational failure can be attributed directly to Lumen Payments. Examples include:

a client being charged twice for the same transaction because of a system error;
two identical instructions being processed so that the same payment was debited twice;
a cancellation request reaching us before execution of the payment instruction had started, so that the instruction was never executed.

5. How to Request a Refund and Processing Times

Refund requests must be made in writing by the client's registered contact and sent to compliance@lumenpayments.io. Each request needs to include the relevant transaction references, evidence of the error and confirmation of the client's identity. Please submit your request within 30 days of the transaction date, so that we can reconcile our records with those of our banking and processing partners. Existing clients with operational questions about a payment can also write to payments@lumenpayments.io.

We review every request from an operational and a compliance point of view. Our target is to finish the initial eligibility review within five to seven business days and to tell the client the outcome in writing. If we approve a refund, the amount is normally returned within ten to fourteen business days. External banking procedures, anti-fraud screening, reconciliation or reporting obligations under the PCMLTFA can make this take longer. A refund is always paid to the originating account, held in the client's own name, from which the original payment came, and never to a third party.

6. Transactions Restricted for Compliance Reasons

Lumen Payments operates under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA) and the guidance issued by FINTRAC. If a transaction is blocked, declined or suspended because of a regulatory restriction, suspected unlawful activity or incomplete compliance checks, no refund will be made until the matter has been fully resolved.

Where property is subject to Canadian sanctions legislation or to the terrorist property provisions of the Criminal Code, the law requires us to freeze it, and we may not release or return it. These cases, and any transaction that gives us reasonable grounds to suspect money laundering or terrorist financing, may be reported to FINTRAC, the RCMP or other competent authorities. The law may also prohibit us from telling the client.

7. When Refunds Will Not Be Issued

We will not issue a refund where:

the transaction was completed properly and the amount was transferred;
the amount was sent to the beneficiary account named in the client's instructions;
the client breached its compliance obligations or supplied false or misleading documents;
the claim is based on exchange rate movements;
the claim arises from a dispute between the client and its counterparty about the underlying commercial transaction.

8. Irregular Incoming Payments

We treat an incoming payment as irregular if it does not match the client's instructions or the agreed funding details. This includes underpayments, overpayments, late or duplicate payments and payments made in the wrong currency. An irregular payment may be rejected, or reviewed and then returned to the originating account once the review is finished, less any network or bank charges imposed by third parties. Every decision to return a payment is subject to compliance review under the PCMLTFA framework.

9. Complaints and Contact

If you disagree with a refund decision, you can escalate it in writing to our complaints team. The team will look at the case independently of the person who made the original decision and will reply in writing. Our Complaints page explains how to raise a complaint.

Questions about this Refund Policy can be sent to compliance@lumenpayments.io, or by post to LUMEN PAYMENTS LIMITED, 5307 Victoria Drive #1277, Vancouver BC V5P 3V6, Canada. We respond Monday to Friday, 9:00 to 17:00 Pacific Time, except British Columbia statutory holidays.

LUMEN PAYMENTS LIMITED, registration number BC1582665, British Columbia, Canada. FINTRAC MSB registration number N300001690. Website: lumenpayments.io.