HuzraCancelling an order
You can cancel an order in the mini app before you tap "I have transferred". Cancel only if you have not sent any funds. Any balance you applied to the order returns to your balance immediately.
An order you do not pay for within the 15-minute rate lock expires automatically, with the same effect as a cancellation.
After you tap "I have transferred", the order is under review and can no longer be cancelled in the app. Contact support in the bot chat if something went wrong.
When a refund applies
Funds you have sent are not refundable once an order is completed. A refund applies only when:
- we decline the order, for example because the payment cannot be verified or fails our checks; or
- we are unable to provide the cash for a reason within our control.
Balance applied to a declined order is returned to your balance automatically.
How refunds are paid
Refunds are returned to the account or wallet the funds were sent from, within 3 business days of the decision. Network fees and bank charges incurred for the refund are deducted from the amount returned.
We may ask you to confirm ownership of the sending account or wallet before a refund is paid. Refunds go only to an account or wallet in your name.
Expired withdrawal codes
An unused code that expires is reissued once, free of charge. If the reissued code also expires unused, the cash amount is credited to your Huzra balance. See the Transaction Policy.
When no refund is possible
We cannot recover or refund funds that you send:
- on the wrong blockchain network or to the wrong address;
- in an amount or currency different from the order;
- to payment details that did not come from the Huzra app for that order.
We will help where we reasonably can, but recovery is not guaranteed.
Funds held for compliance reasons
If a transaction is held or frozen under the AML & KYC Policy or by an authority, refunds are subject to the outcome of that review and to the law.
Withdrawals
A balance withdrawal can be cancelled through support until it has been processed. A rejected withdrawal is returned to your balance in full. Fees charged by intermediary banks on transfers abroad are outside our control and are not refundable.
Complaints
If you disagree with a decision, reply in the bot chat with your order reference. See the User Agreement for the complaints procedure.