Overview
Refunds are not automatic and are reviewed case by case. A support request is always required. Kashu has no legal or beneficial interest in customer funds, so it does not issue refunds itself: it reviews the request, applies the Refund Policy, and instructs the right partner to initiate an approved refund.
When a refund may be approved
A refund may be approved if one of the following applies:
Duplicate transaction: the same charge was processed more than once.
Unauthorized or fraudulent transaction: a charge you did not authorize.
System or processing error: a technical or network failure caused an invalid transaction.
Step-by-step
Gather your information. Transaction ID (in your Kashu app history), the amount and date, and the reason.
Submit a request. Visit refund.kashupay.com/request. A team member will be in touch within 24 hours.
Verification. For your security, support may request ID confirmation. Requests tied to unauthorized activity may require a bank-issued fraud report.
Case review. Our compliance team reviews the request. If approved, Kashu instructs the applicable partner to initiate the refund.
Confirmation. You get an email once processed. Standard bank processing may apply (3-5 business days).
How the refund is routed
Card-funded transactions: authorized, settled, and issued back to the original card by Kashu's acquirer and card payment providers, per card-network rules.
ACH-funded transactions: returned through Monarch Technologies, which handles ACH disbursements and ACH refunds.
Compliance
Refund requests are logged and reviewed for compliance with AML/KYC and card-network rules, per the Refund Policy, Terms of Service, and User Agreement. Kashu may decline or delay refunds where fraud, misuse, or regulatory violations are suspected.
Need help?
Email [email protected] with your registered email and refund details.