Cancellation & Refund Polic

During the online order booking process, after confirming your eligibility to book a retail forex, you shall be given an option to either lock in your rates (FIXED RATE ORDER) or to leave your rates open (NO OBLIGATION ORDER)

1. Cancellation of orders against no-obligation order (Orders where the rate isn't fixed)

Cancellation & refund policy for No-obligation orders charges is Zero. Customer can be canceled the order by way of a written/E-mail request. There is no charge for cancellation of a no-obligation transaction.

No obligation orders cannot be cancelled once the actual transaction has been completed.

2. Cancellation of orders against partial payment order (Orders where the rate fixed & partial amount paid)

In case of a fixed rate order, Prime Forex offers the opportunity to freeze the Currency Exchange rates shown on Prime Forex Website for up to 2 working days. The customer will receive the exact same rate that is available on any one of the mentioned sources; however, these fixed rates shall only be applicable if the actual order is executed within two working days of your order confirmation.

Fixed rate orders can be booked by paying a fully refundable rate guarantee deposit equivalent to 2% of the booked transaction value. This deposit may be adjusted or refunded to you depending on the nature of your confirmed order. The aforementioned deposit must be paid during order booking via a credit or debit card or through net banking, using our secured payment gateway or through NEFT / RTGS.

Fixed rates orders require us to place back-to-back non-cancellable orders. As a result we are unable to cancel fixed rate orders. However, if such an order is found to be irregular for reasons including but not limited to non-compliance of the applicable laws, rules, regulations, notifications, ordinances or by- laws or for non-availability of supporting documents required as per RBI / FEMA guidelines or the Anti-Money laundering Guidelines of the RBI, the same will automatically be canceled at our instance and the deposit payment not exceeding and up to a maximum of 2% of the Order Confirmation value as deposited by you made to us shall stand forfeited without any further notice whatsoever.

3. Cancellation of orders against full payment order (Orders where the rate fixed & full amount paid)

Cancellation of fully paid orders will attract cancellation charges 2%, which will be deducted from the total amount paid.

Refund against cancellation of orders where full payment is received via any mode where Cancellation charges were applied, will be processed after deduction of Payment Gateway charges from the total amount paid.

4. The Cancellation reason mentioned below

You do not want to go ahead further due to any reason at your end.

• You are not able to produce the required set of original documents when required/asked to produce the same from Our Store.
• You hold an existing forex card and are not willing to close this card before completing a forex card order with Prime Forex.
• You are found to have not disclosed or disclosed partially all the required information to verify your eligibility of forex purchase/ sell as per the regulatory guidelines at the time of booking the order.
• You are found to have used forex previously purchased/ remitted for illegal or illegitimate purposes as per the regulations of Reserve Bank of India.
• Payment against a forex purchase order for personal/ leisure travel is received from a source other than the savings account of the traveler or his/ her close relatives.

5. Refund Policy

In case any client is not completely satisfied with our Rates & Services we can provide a refund.

If paid by credit card, refunds will be issued to the original credit card provided at the time of purchase and in case of payment gateway name payments refund will be made to the same account. It will take 5-7 days to settle the refund amount in the customer account.