1. Making a Complaint or Dispute

You can lodge a complaint or raise a dispute through the following channels:

– Phone: +61 4 6002 9384
– Email: support@flowfx.com.au

Please include your name, contact details, a description of the issue, relevant supporting documentation, and your desired resolution.

2. Our Commitment to You

Upon receiving your complaint or dispute, we will:
1. Acknowledge receipt within 1–3 business days.
2. Provide either:
   – A response resolving the issue, or
   – An estimated timeframe for a more detailed reply.
3. Strive to resolve the matter within 30 calendar days of receipt.

If we cannot resolve the matter to your satisfaction, you may escalate it to the Australian Financial Complaints Authority (AFCA), an independent dispute resolution body.

3. Internal Complaint Handling Process

3.1 Logging and Assigning Complaints
– All staff are required to acknowledge and forward complaints to the Compliance Officer.
– The Compliance Officer will log the complaint in the Complaints Register, assign it to the appropriate team, and define the resolution plan with actions, deadlines, and communication checkpoints.
– You will be kept informed throughout the process.

3.2 Resolution Timeframes
– Within 3 days: Formal written acknowledgment.
– Within 30 days: Final response or determination.
– Within 14 days after final response: You will receive written confirmation and guidance on escalation rights (if applicable).

All interactions will be documented to ensure compliance with regulatory obligations.

3.3 Resolved Complaints
Once a complaint is resolved, the Compliance Officer will:
– Determine if the resolution should be communicated in writing or verbally.
– Ensure all necessary steps have been followed.
– Finalise and close the entry in the Complaints Register.

4. Escalating a Complaint

If you are unsatisfied with our response, you may refer your complaint to:

Australian Financial Complaints Authority (AFCA)
GPO Box 3, Melbourne VIC 3001
Toll Free: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au

AFCA is a free and independent service for consumers and small businesses.

5. Disputed Transactions & Fraud

– All disputed transactions will be logged and investigated.
– In the case of suspected fraud, we will comply with relevant Australian laws and notify necessary parties.
– Where a refund is warranted, it will be processed in accordance with FlowFX’s internal policies and our banking partners’ requirements.
– All documentation related to disputes will be retained and made available to regulators or legal authorities if required.

6. Refund Policy

We understand that there may be circumstances where a refund is appropriate. The following outlines the conditions under which a refund may or may not be granted.

6.1 Eligibility for Refunds
A refund may be granted under the following circumstances:
– The recipient has not received the funds due to an error by FlowFX or an intermediary provider.
– The transaction has not yet been paid out and you request a cancellation.
– The transaction is delayed beyond a reasonable time due to technical or processing issues.
– The funds were sent to the incorrect recipient due to a processing error by FlowFX.
– Duplicate transactions were processed.
– You are the victim of scam or fraud. We will make best-effort attempts to recover the funds. A reasonable administrative fee may be charged for this process.

6.2 Ineligibility for Refunds
Refunds will not be available in the following cases:
– The funds have already been collected or paid out to the recipient.
– Incorrect recipient or transaction information was provided by you.
– The transaction was completed as instructed and confirmed by you.
– Once the transaction has been processed by our intermediary provider, we cannot guarantee cancellation or recovery.

6.3 How to Request a Refund
To request a refund, contact us at the details listed above. Please provide:
– Your transaction reference number.
– A brief explanation of the issue.
– Any supporting documents.

We may require proof of identity and further verification.

6.4 Processing Timeframes
– Refund requests will be acknowledged within 1–2 business days.
– Eligible refunds will be processed within 1–3 business days, depending on your payment method and financial institution.

6.5 Refund Method
Refunds will be issued via the original payment method unless otherwise arranged. If the original method is no longer available, we will consult with you to find an alternative solution.

6.6 Fees and Deductions
– Certain transaction or service fees may be non-refundable.
– If the refund is due to an error on our part, all fees will be refunded in full.
– If you change your mind after confirming and locking in exchange rates, a refund may be provided less any currency fluctuations, provided the transaction has not been processed by our intermediary provider.