Overview
Refunds through Kashu are not automatic and are reviewed individually. Because Kashu processes credit conversion transactions, refunds may require additional verification and coordination with support before being issued.
Refunds are case by case.
A support ticket is always required.
Resolution may involve communication with your bank or card issuer.
Step-by-Step: Requesting a Refund
Gather Your Information
Transaction ID (found in your Kashu app transaction history).
Amount and date of the transaction.
Reason for refund request (e.g., mistaken transfer, duplicate transaction).
Contact Support
Email [email protected] or submit through the in-app Support form.
Use subject line “Refund Request – [Transaction ID]”.
Verification
For your security, support may request ID confirmation or additional details.
Refund requests tied to unauthorized activity may also require a bank-issued fraud report.
Case Review
Kashu’s compliance team will review the request.
If approved, the refund will be initiated back to your original payment method.
Confirmation
You’ll receive an email once the refund is processed.
Standard bank processing times may apply (1–7 business days).
Security & Compliance
User Responsibilities
Report suspected fraud immediately.
Do not share sensitive account details in your refund request.
Cooperate with support in providing identity verification if requested.
Kashu Practices
Refund requests are logged, tracked, and reviewed for compliance with AML/KYC regulations.
All refunds are processed securely using encrypted payment channels.
Kashu may decline or delay refunds where fraud, misuse, or regulatory violations are suspected.
Need More Help?
If you need assistance with a refund request, contact:
Email: [email protected]
Kashu Support will work with you to review your request and provide next steps.