You are entering into an agreement under these Money Transfer Terms and Conditions (the “Terms”) with Whish Money Canada, Inc. (“We”, “Our” or “Us”). Under these Terms, the Send Country is Canada. These Terms govern cross-border money transfer Services from the Send Country to supported Destination Countries provided by Us through our Locations (including Authorized Agents), the Website, and the Mobile Application. We do not offer stored-value or e-wallet services in the Send Country. Additional services (if any) may be subject to separate terms.

PART A: INTRODUCTION

These Terms apply to Our Services as defined below. By using Our Services, You confirm that You accept these Terms and that You agree to comply with them. If You do not agree to these Terms, You may not use Our Services. We recommend that You print or save a copy of these Terms for future reference.

We may, at any time and without liability, modify or discontinue all or part of the Services (including access via any third-party links); charge, modify or waive certain fees related to the Services (subject to applicable notice); or offer the Services, or certain of the Services, to some or all users.

I. CONSUMER FRAUD ALERT: PROTECT YOURSELF FROM SCAM AND FRAUD

PROTECT YOURSELF, BE CAREFUL WHEN A STRANGER ASKS YOU TO SEND MONEY, ESPECIALLY FOR INTERNET AUCTIONS, NEWSPAPER OR TELEPHONE OFFERS. YOUR TRANSACTION DATA IS CONFIDENTIAL AND SHOULD NOT BE SHARED WITH ANY OTHER PERSON OTHER THAN YOUR RECEIVER. THE MONEY TRANSFER SERVICE IS DESIGNED TO SEND MONEY TO PERSONS YOU KNOW AND TRUST AND ARE IN THE COUNTRY OF DESTINATION LISTED ON THE FORM AT THE TIME OF CONTRACTING THE SERVICE. Do not divulge the Control Number or any details of your Transaction with anyone other than your Receiver.

II. DEFINED TERMS

The following terms shall have the meaning set forth below. Any additional defined terms will be set forth in brackets in the applicable section. Underlined words in these Terms contain hyperlinks to further information.

“Applicable Laws” means the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (Canada) and its regulations (“PCMLTFA”); the Retail Payment Activities Act (Canada) and its regulations (“RPAA”), to the extent applicable; Canadian sanctions laws; and any other laws, rules, guidelines, or regulatory expectations that apply to the Services.

“Authorized Agent” or “Agent” refers to a third-party retail location authorized by us to initiate transactions and issue our receipts.

“Authorized User” means any individual authorized by You in writing to transact on Your behalf using the Services (if You are onboarding with an entity).

“Bank Card” refers to either a debit card or prepaid card and, where applicable, a credit card (e.g. Visa or Mastercard).

“Business Sender” refers to a legal entity or sole proprietorship using the Services for business purposes.

“Card Issuer” refers to the issuer and the owner of a Bank Card.

“Completed / Completion” occurs upon Our acceptance of Your Transaction instructions and funding, and when We or our Agent issues You a Control Number.

“Control Number” refers to the unique transaction reference number (also called a Local Tracking Number or LTN).

“Credentials” means any user ID, password, PIN, passcode, device/app token, or other security factor used to access a Whish Account.

“Destination Country” refers to the country where funds are paid out under a Transaction.

“Mobile Application” refers to a mobile application made available by Us for consumers to use the Services.

“Payout Confirmation” means when our payout partner (or their agent) confirms the Receiver’s account/wallet is credited or cash is paid out.

“Receiver” refers to the recipient designated by the Sender to receive funds.

“Send Country” means Canada under these Terms.

“Sender” refers to the individual or Business Sender who initiated a money transfer through Our Services.

“Location” refers to places where You can transfer money that are operated by Us or by an Authorized Agent.

“Services” refers to those financial services set forth in Part B (I.) of these Terms.

“Submission / Submitted” refers to when You confirm the request (e.g., sign/tap “Send”) and transmit it to Us.

“Transaction” refers to a money transfer that is initiated by a Sender through Our Services upon receipt of valid payment from the Sender.

“Website” refers to the website that we operate to provide Our Services.

“Whish Account” means the user profile You create with Us (via the Website, Mobile Application, or at a Location) to access the Services. A Whish Account may store identity/KYC data, preferences, and Transaction history. It is not a bank account, stored-value, custody, safeguarding, trust, or deposit product and holds no balance.

“You” or “Your” refers to any individual or Business Sender using Our Services.

PART B: GENERAL SERVICE TERMS

I. OUR SERVICES

1. General. Our Services include international money transfers from the Send Country to Destination Countries, where legally permissible and available. Each transaction is assigned a unique transaction number called the Control Number.

2. Eligible Users. To use the Services, You must meet applicable age and legal capacity requirements. The Receiver must also meet applicable age and/or legal capacity requirements in the Destination Country to receive the intended funds. If You are a Business Sender, you confirm that You are duly organized, validly existing, and have authority to access Services and that your Authorized Users are duly authorized to act on Your behalf. You are not acting on behalf of a third party when accessing Services (with the exception of Authorized Users acting on behalf of Business Senders).

3. Money Transfer. When You provide the necessary information and documentation and accept these Terms to make a money transfer, You are instructing Us to complete a specific Transaction. Each Transaction is a separate agreement between You and Us, solely for that money transfer. We are not obligated to handle any future money transfers based on this agreement. We do not accept advance deposits for later use nor maintain balances for future use in the Send Country.

4. Accessing Services. Services are provided through the Locations, the Website, and the Mobile Application. If You access Services through a mobile device or phone, Your wireless service carrier, or mobile network operator may apply standard charges, data rates, and other fees.

5. Whish Account Registration and Security

1. Registration options. You need to open a Whish Account in order to access Services.

2. No stored value. A Whish Account does not hold Your funds and does not create any safeguarding, custody, bailment, trust, deposit, or similar arrangement. We only accept funds coupled with Your immediate transfer instructions (see “Safeguarding” section).

3. Information We need. You agree to provide accurate and complete information and documents we reasonably request to open or maintain a Whish Account and to process Transactions (for example: legal name, date of birth, address, contact details, government ID; for Business Senders: legal entity details, control/ownership, and authorized signers). You must promptly update changes.

4. Identity verification. You authorize Us (and Authorized Agents) to collect, image, and verify government ID and other KYC/beneficial-owner information and to validate such information against third-party sources for compliance, fraud prevention, and Service provision, consistent with Our Privacy Policy and applicable law. We may require re-verification (for example, when documents expire or risk changes).

5. Compliance inquiries. You authorize Us to make inquiries directly or via service providers (for example, sanctions/PEP/fraud checks and, where lawful, credit-bureau identity checks that do not affect Your credit score) and to take reasonable action based on results (including delay, decline, or suspension).

6. Credentials and security. You must keep Your Credentials secure and not share them. You are responsible for actions taken using Your Credentials unless caused by Our intentional fault or gross negligence. If You suspect compromise, You must change Your password and notify Us promptly. We may require multi-factor authentication and may disable access we reasonably believe is compromised.

7. Contact methods; e-communications. You consent to receive electronic communications (including receipts, notices, and disclosures) at the email, phone number, or in-app channel linked to Your Whish Account, subject to law and Your communication preferences. Keep Your contact details current.

8. Suspension/closure. We may suspend or close a Whish Account, or limit features, where we reasonably believe there is fraud, error, sanctions/AML risk, or non-compliance with these Terms or law. Suspension/closure does not affect Our processing of Transactions already Completed or Our rights under “Cancellation and Refunds.”

9. Business Senders. If You are a Business Sender, You may designate Authorized Users to act on Your behalf. We may rely on instructions that appear to come from an Authorized User until We have had a reasonable time to act on Your written revocation.

10. Electronic signatures & recordings. You consent to electronic signatures and records for Transactions and to our maintaining device/app logs, call recordings, and in-store CCTV images as permitted by law and our retention policies. Electronic taps/clicks/PINs have the same effect as a handwritten signature where permitted.

11. Biometric verification (if used). If We offer biometric verification, You consent to our collection and use of Biometric Information solely to verify identity and prevent fraud, and to its retention only as long as necessary for that purpose and legal obligations. Where available, We will offer a non-biometric verification alternative. See our Privacy Policy for details.

12. Limits: We may set or change limits on (a) the amount of any single Transaction and (b) the total amount or number of Transactions over a specified period. We may apply or adjust limits at any time at our sole discretion.

13. Changes to Terms. We may update these Terms by posting the revised version with an effective date; changes apply prospectively to new Transactions. We will give at least 30 days’ advance notice for changes that increase your obligations or reduce ours. For Québec consumers, any such change to a contract of adhesion takes effect 30 days after notice; you may refuse the change and cancel without penalty before it takes effect.

14. Termination & Suspension. You may close your Whish Account at any time by contacting Customer Care or possibly through the Mobile Application or Website. Closing does not affect Transactions already Completed. We may suspend or terminate your access (or any feature) immediately if we reasonably believe there is fraud, error, sanctions/AML risk, breach of these Terms or law, misuse, or risk to us or others, or for any other reason. We may cancel Transactions not yet at Payout Confirmation and refund any amounts received back from providers (less unrecoverable third-party charges). Sections on fees, IP, privacy/confidentiality, indemnity, limitations of liability, dispute resolution, assignment, and survival remain in effect after termination.

II. FEES AND PAYMENT

1. Transfer Fee. In consideration for the use of Our Services, You agree to pay to Us a fee for each money transfer initiated by You at the applicable rate then in effect (the “Transfer Fee”), plus any applicable taxes imposed. The applicable Transfer Fee for Your Transaction will be provided to You prior to Your final authorization of the Transaction, in addition to any fees for any additional services and any applicable taxes. In certain cases, payment to a Receiver of a money transfer may be subject to local taxes and service charges.

2. Foreign Exchange. IN ADDITION TO THE TRANSFER FEE, WE MAKE MONEY WHEN WE CHANGE YOUR CURRENCY INTO FOREIGN CURRENCY. International money transfers are usually paid out in the currency or currencies allowed by the destination country. If a Transaction requires Your currency to be converted to a different currency, the conversion will be executed at the applicable current rate of exchange as shown or shared with You before Your final authorization of the transfer. The currency will be converted at the time of transfer, and the Receiver will receive the foreign currency amount shown. Consumer exchange rates are set by adding a margin to the interbank rates that are available to Us in the wholesale market. Exchange rates change several times a day based on global financial markets. We retain any difference between the exchange rate We receive and the exchange rate You receive. The applicable Transfer Fee and exchange rate may vary based upon the payment currency selected. For the current currency exchange rates, please visit Our Website or contact Us using the contact information located below.

Some countries’ local laws require currency to be converted at the time of payout to the Receiver. If that is the case, the exchange rate and any amounts shown or shared with You may be subject to exchange rate fluctuations between the time You make the transfer and the time the Receiver collects the funds.

Some countries allow for payouts to Receivers to be made in multiple currencies. If that is the case, You must select the currency of payment at the time of Your Transaction. Some countries allow a Receiver to receive a payout in a currency different than You selected. In such cases, it may be considered a separate transaction, and We may make additional money when Your funds are converted into the currency selected by the Receiver.

3. SMS Notifications and Charges. SMS (Short Message Service) notification may be available to inform You and/or Your Receiver of important details about Your Transaction. Charges applied by a mobile network operator are the exclusive responsibility of the Sender or Receiver. We are not responsible for any charges associated with SMS messages. Subject to applicable law, the SMS may be sent to the Sender’s and/or the Receiver’s mobile number provided at the time of the Transaction.

4. Using An Account. You may be able to fund a Transaction from an account such as a bank account, a Bank Card, Interac e-Transfer, a digital wallet, or another type of account (an “Account”). The Account is provided by a bank or another provider (an “Account Provider”) who may charge You extra fees. You must follow the agreement with the Account Provider when You use an Account. We are not responsible for any fees or problems caused by the Account Provider. We may use different methods to process transfers from an Account. If You give Us the wrong account number or other information for the Account, We will pull/receive the money from the account number and/or Account You gave Us. We are not responsible for any mistakes made by the Account Provider or by You. We may charge You extra fees for using an Account; We will tell You the fees before You make a transfer.

By initiating a Transaction from an Account, You (i) affirm You are the owner of the Account and have authority to initiate the Transaction, (ii) authorize Us to debit the Account for the total due and to credit it as needed for refunds and error corrections, consistent with applicable payment network rules, and (iii) authorize Us to resubmit electronic debits to Your account in the event of insufficient funds at the time of the original debit.

We will not be liable to You if: (1) You do not have enough money available in Your Account; (2) Your Account is closed or withdrawals are restricted; (3) the Transaction exceeds the amount or frequency limitations imposed by Us or Your Account Provider; (4) circumstances beyond Our control occur (such as flood, fire, power outages, mechanical or system failures); (5) Your Account Provider does not honor a Transaction or the Transaction is not processed; (6) Your instructions are incomplete, incorrect, lost or delayed in transmission to Us; (7) We fail to process Your Transaction because of a reasonable security concern or the Service option has been discontinued or suspended, or We otherwise advise You that Your Transaction will not be processed; and (8) other exceptions allowed by law.

5. Payment Options. You agree that You will pay Us the Transfer Fee and other applicable fees for each Transaction You initiate via Our Services. Payment options vary depending on Your Send Country. You may pay for the Services by using a Bank Card authorized in the Send Country or via other applicable payment methods. You may also pay with cash at the Location or using other available payment options. The total due is payable before We Complete the Transaction. If You pay with a Bank Card and We do not receive authorization from the Bank Card Issuer, your Account Provider, or with Interac e-Transfer (if applicable), the Transaction will not be Completed, a Control Number will not be issued, and funds will not be transmitted to the Receiver. Each time You use Your Bank Card to pay for Services, You agree that We are authorized to charge Your designated Bank Card or applicable Account for the total due (including principal amount, the Transfer Fee, charges relating to exchange rates and any other applicable fees or taxes).

If a funding debit/charge is returned or reversed (e.g., NSF, chargeback, e-Transfer recall, reversal by an Account Provider), You remain responsible for the funded amount already paid out, related fees, and our reasonable recovery costs.

You authorize Us to re-present or re-debit the amount where permitted by scheme/network rules and applicable law, and to set off amounts You owe against any refunds or amounts we hold for You (for instance, with respect to amounts returned to Us from a Transaction), subject to Applicable Laws.

6. In-Store Initiation; Agent Acceptance

In-store acceptance of Terms. At a Location, You accept these Terms by signing a transaction receipt or form that references these Terms, or by tapping/confirming on an Agent device. For first-time customers, you may also receive some or all of the following: a copy of these Terms, a summary of the key provisions of these Terms, a link/QR to these Terms.

Authority of Agents. Authorized Agents act on Our behalf to collect Your instructions and funds, verify identity as required, and issue a receipt. Agents cannot modify these Terms or waive requirements. If an Agent makes a statement inconsistent with these Terms, these Terms prevail.

KYC at Locations. You consent to identity verification at a Location, including capture of ID images and contact details, consistent with Our Privacy Policy and applicable law. We may decline or delay Transactions where required by law or Our risk controls.

III. TRANSACTION PAY OUTS

1. Payout Methods. Available payout methods in a Destination Country may include:

(a) funds sent to an e-wallet account held by Receiver with Receiver’s Account Provider;

(b) bank deposit sent to Receiver’s Bank Account;

(c) cash pickup. For clarity, if You select “cash pickup”, the Receiver will have 48 hours from the moment your Transaction is Completed (“Pickup Deadline”) in order to pick up cash from a designated location in the Destination Country or to sign up for an account with an Account Provider in the Destination Country and receive the funds in such an Account. If the Receiver does not do this by the Pickup Deadline, We will refund Your Transaction funds.

The Receiver may have an option to choose a method to receive funds which is different from the method selected by the Sender or an option to change the pay-out currency. The Sender authorizes Us to honour the Receiver’s choice of method to receive funds or the pay-out currency even if it differs from the Sender’s instructions. All payout methods are subject to availability in the Destination Country and, if applicable, the Receiver’s cash pickup location.

2. Identifying Your Receiver. To establish an individual is Your intended Receiver when they pick up cash in the Destination Country, Your Receiver should be prepared to provide information such as their full name, an identification document, Your name, the Control Number, and the approximate transfer amount. In some countries, You may opt to add a test question. If You do, provide the response to the question to Your Receiver. We may also require the Receiver to provide other information. The Transaction will be paid out to the person We deem entitled to receive it based on the information and documents the Receiver provides. We may pay the Receiver even if the name You provide and the name on Your Receiver’s identification document differ in minor ways (but We have no obligation to pay if the name differs). If We decide the information provided is not sufficient, We will decline to pay out and the transfer will be available to refund to You. For transactions sent to a bank account, or to an e-wallet, We will transfer the funds to the account identified by You. In the event of an inconsistency between the holder of the account number (including mobile phone numbers or other information provided by You to identify the Receiver’s account) and the name of the intended Receiver, We may transfer funds to the account number provided by You, request additional information from you, reject or refund your Transaction. Please check the accuracy of the numbers You provide because We may rely on them.

IV. RESTRICTIONS

1. Availability. The availability of the Services may vary by country and jurisdiction and is subject to change. Several factors can influence the availability of the Service, including the specific Service selected, any delayed delivery options, special terms applicable to each Service, the amount sent, the destination country, currency availability, regulatory or consumer protection issues, identification requirements, delivery restrictions, Location hours, and differences in time zones.

2. Prohibited Individuals or Transactions. Pursuant to legal requirements, we are prohibited from doing business with certain individuals or in certain countries and We may screen Transactions against a list of designated persons subject to sanctions imposed by Canada and other government entities such as the United States, the European Union and the UK. If You or Your Receiver appear to match the list, We may ask You for additional information to validate You or Your Receiver’s identity is not the same as the designated person. This may include place and date of birth and identification documents. Determining whether there is a match will delay the Transaction. We may be required to freeze Your funds in accordance with law.

3. Permissible Use. If You conduct or attempt to conduct any Transaction in violation of these Terms or our policies (including policies aimed at preventing fraud, money laundering or financing terrorism), or if You acted with fraudulent intent or contributed to the misuse of the Transaction data intentionally or through grossly negligent conduct, We may refuse to provide Our Services to You partially or in full; and We shall be entitled to exercise any of Our rights reserved in these Terms; and/or report the Transaction to the relevant law enforcement agency; and/or claim all losses and damages from You for any unauthorized Transaction. Specifically, do not use Our Services to violate any law, including but not limited to: (i) fund terrorism, (ii) launder money, (iii) advance any crime including fraud, theft, or illegal gambling, or (iv) in any other way violate any law (including sanctions, AML/CFT, fraud, illicit gambling, or other prohibited activity). We may at our sole and absolute discretion reject Your request for a Transaction or to open an account with us, or refund a payment or other transaction, for any reason whatsoever, including for reasons pertaining to Our obligations under Applicable Laws. We reserve the right not to disclose the reason for a refusal or refund of a Transaction.

4. Confidentiality. We will not disclose non-public information about You or your Transactions except (i) as described in our Privacy Policy; (ii) to provide the Services (including by sharing your non-public information with payout partners, banks/processors, fraud/sanctions vendors); (iii) to comply with law, court orders, or requests of regulators or law enforcement; (iv) to prevent fraud or enforce these Terms; or (v) with your consent. This clause does not create a fiduciary duty or expand our obligations beyond applicable privacy laws and these Terms. Nothing in this section limits your rights under our Privacy Policy or under privacy laws applicable to You (including Québec’s Act 25, if applicable).

5. Third-party providers. Parts of the Services rely on third parties (e.g., payout partners, Account Providers, telecom operators). We are not responsible for their acts or omissions except as required by applicable laws. Service features may depend on their availability and policies.

6. IP and license. The Services, Website, Mobile Application and their content are owned by Us or our licensors. We grant You a limited, revocable, non-exclusive license to access and use them solely to initiate Transactions and manage Your Whish Account. You will not copy, modify, reverse engineer, or create derivative works except as permitted by law.

7. Safeguarding. We do not offer stored-value or e-wallet services in the Send Country. We do not hold Your funds or Your Receiver’s funds at rest and available for future withdrawal or transfer. All funds we receive from you must be accompanied by instructions for their immediate transfer to a Receiver.

V. PRIVACY

Protecting Your privacy is important to Us. Please review Our Privacy Policy at [URL]. We may transfer personal information to Destination Countries and other jurisdictions for processing and payout (including sharing with local payout partners, banks/processors, fraud/sanctions vendors, and regulators) in accordance with PIPEDA and, where applicable, Québec’s Act 25.

When You transact with an Authorized Agent at a Location, Authorized Agents may collect and transmit Your personal information to Us for identity verification, fraud prevention, processing, and regulatory compliance, consistent with Our Privacy Policy.

VI. LIMITATIONS OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR LIABILITY FOR DELAY, NON-PAYMENT, UNDERPAYMENT, OR NON-DELIVERY OF ANY SUPPLEMENTAL MESSAGE IN CONNECTION WITH A MONEY TRANSFER IS LIMITED TO REFUNDING THE TRANSFER AMOUNT AND ANY TRANSFER FEE ACTUALLY PAID. WE ARE NOT LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES. NOTHING IN THESE TERMS EXCLUDES LIABILITY THAT CANNOT BE EXCLUDED BY LAW. WHERE AN IMPLIED CONDITION OR WARRANTY APPLIES THAT CANNOT BE EXCLUDED, OUR LIABILITY IS LIMITED TO RE-SUPPLYING THE AFFECTED SERVICE OR CAD $500, WHICHEVER IS GREATER.

WE DO NOT GUARANTEE THE DELIVERY OR SUITABILITY OF ANY GOODS OR SERVICES PAID FOR BY MEANS OF OUR MONEY TRANSFER SERVICES.

FOR QUÉBEC CONSUMERS, NOTHING IN THESE TERMS LIMITS ANY RIGHTS UNDER QUÉBEC LAW, INCLUDING THE CIVIL CODE OF QUÉBEC AND THE CONSUMER PROTECTION ACT. IN PARTICULAR, WE DO NOT EXCLUDE OR LIMIT LIABILITY FOR OUR INTENTIONAL FAULT OR GROSS NEGLIGENCE. SUBJECT TO THE FOREGOING, IF AN IMPLIED OBLIGATION APPLIES THAT CANNOT BE EXCLUDED, OUR LIABILITY IS LIMITED TO RE-SUPPLYING THE AFFECTED SERVICE OR CAD $500, WHICHEVER IS GREATER.

We are not responsible for statements or promises made by an Authorized Agent that conflict with these Terms, unless We confirm them in writing on the transaction receipt or in the Control Number record.

VII. COMPLAINTS, APPLICABLE LAW, DISPUTES

1. Governing Law. If Your domicile or residence is in Québec at the time of the Transaction or if You initiated the Transaction from Québec, these Terms are governed by the laws of Québec. For all others, these Terms are governed by the laws of Ontario. In the event of conflict between these Terms and applicable law, the applicable law prevails.

2. Disputes

Choice of Forum (outside of Québec). If Your domicile or residence is outside of Québec at the time of the Transaction and You initiated the Transaction from outside Québec, then You submit to the exclusive jurisdiction and venue of the courts located in the city of Toronto, in the Province of Ontario. Either party may bring an individual claim in small claims court with appropriate jurisdiction. This section applies only to the extent permitted by applicable consumer protection laws, which prevail over any conflict.

Choice of Forum (Québec). If Your domicile or residence is in Québec at the time of the Transaction or if You initiated the Transaction from Québec, then any disputes shall be brought before the courts of Québec (in the judicial district where You live). No mandatory arbitration or class-action waiver applies.

Injunctive Relief. Nothing prevents either party from seeking urgent injunctive or equitable relief in a court of competent jurisdiction.

3. Complaints. If You have a complaint about Our Services, including refunds, please contact us at [URL]. We may contact you if additional information is needed. We will investigate the matter and provide a response.

VIII. INDEMNITY

You agree to indemnify Us for losses arising from Your illegal use of the Services or material breach of these Terms (this does not limit Your right to raise good-faith consumer disputes).

IX. CANCELLATION AND REFUNDS

1. Error Resolution. Tell us promptly if you suspect an error and no later than 30 days after Completion, unless law allows more. Include your name, contact, Control Number, date/amount, Receiver, payout method, and what went wrong. If we caused an error, we’ll correct it (refund incorrect fees/amounts or re-send). Late notice may limit recovery; we aren’t liable for losses we couldn’t reasonably prevent or recover, except as required by law. Contact us at support@whishmoney.ca.

2. Before Completion. You may cancel before the Transaction is Completed for a full refund. For clarity, an agent receipt by itself does not mean the Transaction is Completed; Completion is evidenced by issuance of a Control Number.

3. After Completion. Once your Transaction is Completed, Your instruction is normally final and cannot be canceled by You unless the Receiver consents to and reversal is technically possible. Notwithstanding anything to the contrary, You may still request a refund (e.g., if We are unable to pay out the Receiver within the expected time frame We have provided to You) after Completion of the Transaction, and We may, at Our discretion, provide You with a refund. To request a cancellation, contact: support@whishmoney.ca or +1 (514) 931-6161.

4. After Payout Confirmation.

(a) Finality. After Payout Confirmation, the Transaction is final and cannot be canceled by You. Reversal is only possible if an Exception Event occurs as defined below;

(b) Exception Events and outcomes.

1. Provider return/recall/reversal. If a payment provider or payout partner rejects, returns, recalls, or reverses the payout after Payout Confirmation, We will either (i) refund You the funds We actually receive back (less any unrecoverable third-party charges), or (ii) at Your request, re-attempt the payout once after We verify and correct details where possible. If the re-attempt fails, We refund the amount received back.

2. Legal or compliance block/return. If We or a provider must block, freeze, or return funds due to law, court order, sanctions, or compliance requirements, We will follow the legal direction. If funds are returned to Us, We refund You the amount received back (less any unrecoverable third-party charges). If funds are seized or not returned, no refund is due unless and until funds are released back to Us.

3. Duplicate/operational error. If we confirm a duplicate payout or a Whish-caused operational error, We will reverse or recover the duplicate where possible. If recovery is not possible promptly, We will refund You for the confirmed duplicate/error amount.

4. Receiver-consented reversal (where technically possible). If the Receiver consents and the payout partner supports reversal, We will process the reversal. If funds are returned to Us, We refund You (less any unrecoverable third-party charges).

(c) Cash pickup specific rule. Once cash has been collected by the Receiver (as confirmed by the payout partner or its agent), the Transaction is practically irreversible. The only routes to reversal are a legal/compliance return, a proven duplicate/operational error, or the Receiver’s written consent and a payout partner workflow that allows recovery.

(d) Card chargebacks by the Sender. If Your card issuer reverses Your funding payment after Payout Confirmation, You remain liable to Us for the transferred amount that has already been paid out, unless an Exception Event above results in funds being returned to Us. We may, at Our discretion, attempt recovery from the Receiver or the payout partner, but You remain responsible if recovery is not successful.

(e) Timing and fees on refunds. Refunds are issued promptly after funds are received back by Us and will exclude third-party charges We cannot recover (for example, provider return fees). Refunds go to the original funding method where feasible; otherwise to a verified method you control.

5. Failed payouts and auto-cancel. If payout fails before Payout Confirmation, We may attempt one re-send after verifying details. If re-send fails, We refund the Sender. Any Transaction without Payout Confirmation within 90 days is automatically canceled and refunded.

6. Funding chargebacks/returns. A chargeback or return on Your funding method does not reverse a Transaction that has reached Payout Confirmation. If Your issuer reverses Your funding after Completion, You remain liable to Us for the transfer amount, applicable fees, and reasonable recovery costs. You authorize Us to share evidence (receipts, KYC, device/app logs, payout confirmations) with Your issuer.

X. CUSTOMER CARE

If You detect errors or encounter problems with Our Services or if You are not satisfied with Our Services, please contact us at support@whishmoney.ca. Our representative will investigate Your concerns fairly and promptly.

XI. OTHER INFORMATION

1. Assignment. Subject to applicable law, We may assign these Terms to a third party without Your consent. You may not assign these Terms or any rights/obligations without our prior written consent.

2. Entire Agreement. These Terms constitute the entire agreement between You and Us and supersede any prior agreements which may exist between You and Us.

3. Force Majeure. We shall not be liable for any failure or delay in the performance of the Services to the extent that such failure or delay is caused by circumstances beyond Our reasonable control, including, without limitation, delays, errors, or deductions caused by correspondent or payout institutions; payment network outages; changes in applicable laws; the closure or unavailability of required physical or network infrastructure; sovereign default; power or internet outages; civil unrest; war; and earthquakes, fires, floods, or other natural disasters.

4. Severability. If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be severed from the remainder of these Terms, and the remaining provisions shall continue in full force and effect to the fullest extent permitted by law.

5. Other Terms. These Terms may be supplemented by terms applicable to promotions, referral program, and other terms applicable to You based upon Your use of Our other products and services. To the extent that any of these terms are determined to be in conflict with these Terms, these Terms shall prevail.

‍