Last updated 2026-10-19 · CrossaPay Limited (Near National Investment Bank - Osu Branch, Close to North Ridge, Accra, Ghana)
Refunds
The money you pay is only ever used for the transfer you asked for. If that transfer can’t be completed, you get it back.
- You haven’t paid yet: cancel the transfer in your dashboard. Nothing is charged.
- Your payment didn’t go through: no money was taken. If your bank or mobile money app shows a pending amount, it will be released by your provider.
- You paid, but the payout hasn’t completed: we retry the payout automatically. If it can’t be completed, or you ask us to cancel, we refund the full amount you paid, including our fee.
- You paid less than the amount shown (Nigerian bank transfers): nothing is sent. We refund what you paid so you can start again.
- You paid more than the amount shown, or paid twice: your transfer goes ahead and we refund the extra amount.
- We stopped a transfer after our checks: where the law allows, we refund what you paid.
- The payout is completed: the money has reached your recipient’s bank or mobile money provider and can’t be reversed. If you gave the wrong details, contact us straight away — we’ll ask the receiving provider to help recover it, but we can’t promise it will succeed.
How refunds are paid
- Refunds go back to the account or mobile money wallet you paid from, in the currency you paid, through our payment partner Flutterwave.
- Every refund is approved by two members of our team, to protect your money.
- We show a refund as completed only when Flutterwave confirms it. Your bank or mobile money provider may take a few days to show it.
- Any charge your own bank or provider applied to your payment is outside our control and may not be returned.
To ask for a refund, open a support ticket from your dashboard and give the transfer reference (it starts with CP-).
Making a complaint
We want to put things right. You can complain:
- from Support in your dashboard — tick “This is a formal complaint” and add the transfer reference if it’s about a transfer;
- by email to complaints@crossapay.com;
Please tell us your name, the email address on your account, the transfer reference if there is one, what went wrong and what you would like us to do. Never send us your password, PIN or one-time codes.
What happens next
- We acknowledge your complaint within 2 business days and give you a reference number.
- We investigate. A member of our team looks at your transfer, our records and the information from our payment partner. We may ask you for more details.
- We send you our final response within 15 business days, explaining what we found and what we will do. If we need longer — for example because we are waiting for a bank — we tell you why and when to expect an answer.
Making a complaint is free, and it won’t affect how we treat you.
If you’re not satisfied
If you’re unhappy with our final response, or we haven’t replied in time, you can take your complaint to the authority responsible for protecting consumers of financial services in your country:
- Ghana: the Bank of Ghana.
- Nigeria: the Central Bank of Nigeria (Consumer Protection Department) or the Federal Competition and Consumer Protection Commission.
CrossaPay Limited is registered with the Bank of Ghana as an International Money Transfer Operator (registration number IMTO/2026/bi50) for inward international remittance services into Ghana.
Complaints about how we use your personal data can also go to the Data Protection Commission (Ghana) or the Nigeria Data Protection Commission — see our Privacy Policy.
Contact us
For anything else, email support@crossapay.com, or open a ticket from Support in your CrossaPay dashboard.