Legal and licensing

Who provides your transfer

Transfers are provided by the licensed partner named on your receipt. That partner is the money transmitter for your transfer and holds the licences required to provide it.

The pay page and your receipt show the partner’s name, and its contact, licence and state-regulator details where the partner has supplied them. Where a detail has not been supplied, nothing is shown in its place, and a note says the partner’s licensing details are pending.

(Demonstration: no licensed partner is attached and no real money moves.)

What SmartRemit does

SmartRemit is a technology provider. It builds and runs the chat, quoting, screening and pay-page software that licensed partners offer under their own brand. SmartRemit never holds, receives or disburses customer money: funds move only on the partner’s own payment rails.

Demonstration status

Some money movement on this site is simulated today, for demonstration. A simulated transfer moves no real money.

Status of this section

The mechanics that honour these rights, including the 30-minute cancellation with a refund within three business days and the error-resolution timelines, are still being built; this wording may change.

What to do if you think there has been an error or problem

If you think there has been an error or problem with your remittance transfer, contact the licensed partner named on your receipt, or reply in the WhatsApp chat where you arranged the transfer, quoting the transfer ID shown on your receipt.

You must contact the partner within 180 days of the date the funds were promised to be available to your recipient. When you do, tell them:

• your name and address or telephone number;
• the error or problem with the transfer, and why you believe it is an error or problem;
• the name of the person receiving the funds and, if you know it, their telephone number or address;
• the dollar amount of the transfer;
• the confirmation code or number of the transfer.

How an error is investigated

The partner will determine whether an error occurred within 90 days after you contact it and will correct any error promptly. You will be told the results within three business days after the investigation is complete. If the partner decides there was no error, it will send you a written explanation. You may ask for copies of any documents used in the investigation.

What to do if you want to cancel a remittance transfer

You have the right to cancel a remittance transfer and obtain a refund of all funds paid, including any fees. To cancel, you must contact the licensed partner named on your receipt, or reply in the WhatsApp chat where you arranged the transfer, within 30 minutes of paying for the transfer.

When you contact the partner, give information that identifies the transfer, including the amount and where the funds were sent. The partner will refund your money within three business days of your request, as long as the funds have not already been picked up or deposited into your recipient’s account.

Many transfers are delivered within minutes. If the funds have already been deposited or picked up, the transfer can no longer be cancelled, but you may still report an error as described above.

Complaints

If you have a complaint, contact the licensed partner named on your receipt first. Your receipt also names the state regulator that licenses the partner, where the partner has supplied it.

You can also contact the Consumer Financial Protection Bureau at consumerfinance.gov/complaint or 855-411-2372.

Scheduled and recurring transfers

Today, when you set up a recurring transfer in the chat, you are sent a pay link on each scheduled date, and you review and pay each transfer on the pay page. Disclosures at the time you set up the schedule are not yet shown. You can cancel a schedule at any time by asking in the chat.

For a transfer scheduled at least three business days in advance, federal rules call for the disclosures to be given when you schedule it, and for you to be able to cancel it at least three business days before the scheduled date. How the service will meet those rules is still being worked out.

This part of the service is still being reviewed, and the wording here may change.