Q: How do I request a refund?
Message us in the ZOLTMoney app or email [email protected]. Please include:
Your Email and phone number
A brief reason for the request
Confirmation of which account you sent the funds from
We will reply within one hour during our support hours. A named member of our team will own your request from that first reply through to the money being back with you.
Q: Do I need to send my ID and bank details again?
For a standard refund back to the account you paid from, no. We already hold your verified identity documents and your account details from when you joined, so there is nothing further to send.
We only ask for further verification in exceptional cases. In that case, we will tell you exactly what we need, and you can upload it securely in the app or email it to us.
⚠️ Please do not email us your full card number, your online banking password, or any one-time passcode. No one from ZOLT will ever ask you for these. If you receive a message claiming to be from ZOLT and asking for them, do not reply to it —forward it to us instead.
Section 2 — The 0.5% deduction
Q: Is there a charge for a refund?
Yes. Our banking partner charges 0.5% when funds are returned. It is deducted from the amount going back to you, so if you sent 10,000, the return would be 9,950.
We will always tell you the exact figures — what you sent, what is deducted, and what will arrive — before we submit the return, so there are no surprises when the money lands.
Q: Why is there a charge when I am only getting my own money back?
Sending money and returning it are two separate movements through the banking system, and the return has a cost attached to it that our banking partner applies.
Section 3 — Timelines
Q: How long does a refund take?
Two stages, and it helps to think of them separately.
The first stage is ours: once you confirm the details, we submit the return on the same working day. That part is within our control, and we hold ourselves to it.
The second stage is your bank's. Once the return has left us, how quickly it appears in your account depends on your bank and the payment method:
Payment method | Typical time for the return to appear |
SEPA | 1-3 Banking Days |
Faster payment/BACS | 1-3 Banking Days |
ACH | 1-3 Banking Days |
📌 We will not give you a guaranteed arrival time, because that timing is not ours to promise. What we will give you is a date and time by which we will come back to you with an update — and we will do that whether or not there is news.
Q: What if the refund has not arrived within the expected window?
Get back in touch with the transfer reference. We will confirm the return was submitted, provide you with the reference your bank needs to trace it, and chase it from our side. A refund that has been sent but not received stays an open case with us until you confirm you have the money.
Q: I have not heard anything. Who do I chase?
The person who replied to you first. Every refund request has one named owner at ZOLT, and every message we send you includes the date and time of the next update. If a promised update doesn't arrive, that's our failure, and we would rather you tell us.
Section 4 — Specific situations
Q: I entered the wrong beneficiary details. Can I get the money back?
It depends on where the money is. If the payout has not gone out, we can stop it and either correct the details or return the funds to you. If the payment has already been credited to an account, we can submit a recall request, but the receiving bank decides the outcome.
Either way, contact us straight away. Time genuinely matters here — the earlier you tell us, the more likely we can stop it before it lands.
Q: My account is under review, and I want my money back. Can you refund it?
While a review is open, we can't move funds on the account, and we understand that is a frustrating answer. Your money remains held in full — nothing is deducted while a review is underway and nothing is sent anywhere.
Reviews are a normal part of running a regulated payment service, and any account can go through one. We cannot share the details of what a review involves, and that applies equally to every customer. We will give you a date by which we will get back to you with where things stand, and we will contact you sooner if we need anything from you.
Q: Can I cancel a transfer that is still pending?
If the payout has not yet been sent, usually yes — message us as quickly as you can with your transfer reference. If it has already gone to our payout partner or been credited, it becomes a recall rather than a cancellation.
Q: I was charged a rate or a fee I did not expect. Is that a refund?
That is separate, and we handle it differently. Get in touch, and we will pull the record of the rate you were quoted, the time you were quoted it, and what was applied. If we got it wrong, we will correct it and put you back where you should have been — in full, with no deduction.
Section 5 — What we will and will not do
We will:
Tell you where your money is, in plain terms
Give you the exact figures before anything is submitted
Give you a named person and a dated next update on every reply
Tell you the outcome of a recall, whether it succeeds or not
Keep your case open until you confirm you have your money
We will not:
Promise you an arrival date that belongs to your bank rather than to us
Send your refund anywhere other than the account it came from
Charge you for a refund caused by our own error
Close your case because you stopped replying while your money is unaccounted for.