FAQs
Frequently asked questions
What Does my Beneficiary Need to Collect cash?
For cash pick-up, your beneficiary must present acceptable ID and the transaction reference at an authorised payout location; their name must match the order. For bank or wallet credits, ensure account or wallet details are correct and active.
How are Fees and Exchange Rates Shown?
Before you confirm, we display our fee, the exchange rate (for cross-currency transfers), and the amount your beneficiary is expected to receive. Rates can change frequently and may differ between channels. Any local statutory requirements at payout will be handled by our partners; we do not charge the beneficiary at collection unless the corridor clearly discloses a local fee
Can I Cancel or Get a Refund?
You can cancel before the payout has been executed. If payout has already occurred, the transfer is normally final. Where a refund is due, we return it to the original payment method; FX movements and non-recoverable costs may apply. See our Refund & Cancellation Policy for full details.
What if I Entered the Wrong Beneficiary Details?
Contact us immediately. If the transfer has not been released or paid out, we will try to amend or cancel it. After payout, recovery is not guaranteed and depends on the beneficiary and local rules.
How Does Africlink Keep my Data Safe?
We follow UK GDPR and apply layered security controls. We share data only with parties necessary to deliver the service and meet legal obligations. Read our Privacy Policy for your rights and detailed information.
How Do You Protect Customers from Fraud and Scams?
We use identity verification, sanctions screening, and transaction monitoring, and may ask extra questions to keep you safe. If anything feels wrong, pause and email [email protected]. Our Scam Awareness & Safety Guide explains red flags and what to do quickly.
Do You Support Business Payments?
Our retail service is for personal remittances only. Any MSB-to-MSB or institutional arrangements are separate and not available to retail customers unless expressly agreed.
What are the Sending and Payout limits?
Limits depend on corridor, payout method, your verification tier, and our partners’ rules. We will show applicable limits at checkout; for specific scenarios, contact support.
How do I Make a Complaint?
Email [email protected] and include your transaction reference and a description of the issue. We aim to issue a Final Response within 15 Business Days (or 35 in exceptional cases). If you remain dissatisfied and are eligible, you may be able to refer to the Financial Ombudsman Service within six months.
What Happens if my Transfer is Delayed?
Delays can result from banking cut-offs, public holidays, compliance checks, or local payout constraints. We will keep you informed, and you can cancel before payout if you prefer; refunds are handled under our Refund & Cancellation Policy.
