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Dispute and Refund Policy

At Austang Link Pty Ltd ("we", "us", or "our"), we are committed to providing fast, reliable, and secure remittance services. We understand that issues may occasionally arise and we aim to resolve disputes promptly and fairly.

This policy outlines how customers can raise a dispute and the circumstances under which refunds may be issued.

1. Raising a Dispute or Complaint

If you have a concern about a transaction or service, you should contact us as soon as possible. Common dispute scenarios may include:

  1. Incorrect recipient details provided

  2. Delayed or failed transfers

  3. Unauthorized transactions

  4. Amount discrepancies

  5. Refund requests

Please include the following details in your complaint:

  1. Your full name and contact information

  2. Transaction reference number

  3. Date and amount of the transaction

  4. A description of the issue

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2. Dispute Resolution Process

Upon receiving your complaint:

  1. Acknowledgement – We will acknowledge your complaint within 2 business days.

  2. Investigation – We will investigate the issue, which may involve contacting third-party payment partners, banks, or the recipient.

  3. Resolution – We aim to resolve most issues within 10 business days. If the matter is complex or delayed, we will keep you informed of progress.

 

3. Refund Policy

Refunds may be issued under certain circumstances, including:

  1. The transaction could not be delivered to the intended recipient

  2. An overpayment or duplicate payment occurred

  3. An unauthorized transaction was made (subject to investigation)

  4. You request a cancellation before the payment is processed to the payout partner or recipient

Conditions for Refund

  1. Refunds are subject to verification and approval.

  2. We may deduct fees already incurred (e.g., transaction or processing fees).

  3. Refunds will be made to the original payment method where possible.

  4. Refund processing time is typically 5–10 business days, depending on your financial institution.

No Refund Situations

Refunds will generally not be provided if:

  1. Incorrect recipient details were provided by the sender

  2. The transaction has already been successfully paid out to the recipient

  3. The refund request is made after a significant delay and funds cannot be recovered

 

4. Contact Us

If you have questions about this policy or need assistance with a transaction:

Austang Link Pty Ltd
Email: info@austang.net.au
Phone: 08 6460 4119
Address: 49/180 Stirling St Perth WA 6000, Australia
ABN: 16 620 254 033

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