Refund & Cancellation Policy

Last updated: July 2, 2026

This policy explains how refunds, cancellations, and chargebacks are handled across Furlpay’s products — including on-chain crypto transactions, Furlpay Card purchases, Pro subscription billing, and fiat withdrawals.

1. Crypto transaction irreversibility

Furlpay operates self-custodial MPC wallets. When you sign a transaction using your passkey, the combined 2-of-2 key shares produce a valid on-chain signature. Once the transaction reaches finality on the relevant network (Base, Solana, Arbitrum, or Ethereum), no party — including Furlpay — can reverse it.

If you believe you sent funds to an incorrect address, Furlpay’s support team will make reasonable efforts to help you identify the recipient, but we cannot guarantee recovery. We strongly recommend using the address-book and confirmation-preview features before signing any transaction.

2. Furlpay Card disputes & chargebacks

Furlpay Card transactions are issued through our card-issuing partner, Marqeta, Inc., and processed on the Visa or Mastercard network. If you believe a card transaction is unauthorized, fraudulent, or incorrect, you may initiate a dispute.

How to file a dispute

• Open the Furlpay app, navigate to Card → Transactions, select the transaction in question, and tap “Dispute this charge.”
• Alternatively, email disputes@furlpay.com with your account email, the transaction date, merchant name, amount, and a description of the issue.
• Disputes must be filed within 60 calendar days of the transaction posting date to remain eligible under card-network rules (Regulation E / Regulation Z timelines apply).

Resolution timeline

• Provisional credit: For eligible disputes, a provisional credit is typically issued within 10 business days while the investigation is ongoing.
• Investigation: Marqeta and the card network investigate with the merchant’s acquiring bank. Investigations are completed within 45 calendar days for domestic transactions and 90 calendar days for international transactions.
• Final resolution: You will be notified of the outcome by email. If the dispute is resolved in your favor, the provisional credit becomes permanent. If it is denied, the provisional credit is reversed and an explanation is provided.

Furlpay reserves the right to close accounts that exhibit patterns of dispute abuse or first-party fraud in accordance with our Acceptable Use Policy.

3. Pro subscription cancellation

Furlpay Pro is billed monthly or annually at the rates displayed on the pricing page at the time of purchase. Subscription payments are processed by Stripe, Inc.

• Cancel anytime: You may cancel your Pro subscription at any time from Settings → Billing → Manage Subscription. Cancellation takes effect at the end of your current billing period — you retain Pro features until then.
• No partial refunds: We do not issue prorated refunds for unused portions of a billing period. If you cancel mid-cycle, you continue to have access until the period expires.
• Annual plan exception: If you purchased an annual plan, you may request a full refund within 14 calendar days of your initial purchase or renewal, provided you have not used Pro-exclusive features (e.g., agent SDK, premium card tiers) during that period. Refund requests should be sent to billing@furlpay.com.
• Free-trial conversion: If you signed up for a free trial and do not cancel before the trial ends, you will be charged at the standard rate. Charges incurred after trial conversion are non-refundable.

4. Fiat withdrawal timeframes

When you initiate a withdrawal from your Furlpay balance to an external bank account, the following timelines apply:

• Standard ACH (US): 1–3 business days. Furlpay initiates the ACH credit within 1 business day; your bank’s processing time determines actual availability.
• Instant withdrawal (US): Funds are typically available within minutes via the RTP or FedNow networks, subject to your bank’s participation. A small fee applies as displayed at the time of withdrawal.
• SEPA (EEA): 1 business day for SEPA Instant Credit Transfers; up to 2 business days for standard SEPA Credit Transfers.
• SWIFT / international wire: 2–5 business days, depending on intermediary banks and the destination country. Correspondent bank fees may be deducted in transit.
• UPI / IMPS (India): Typically within minutes for amounts up to ₹5,00,000 via IMPS. UPI withdrawals settle near-instantly during banking hours.

Once a fiat withdrawal has been submitted to the banking network, it cannot be cancelled by Furlpay. If you need to reverse a completed bank transfer, you must contact your receiving bank directly.

5. Stablecoin off-ramp refunds

Stablecoin-to-fiat off-ramp conversions are processed by Bridge.xyz (a Stripe company). If a conversion fails due to a technical error or compliance hold, the stablecoin amount is returned to your Furlpay wallet within 5 business days. Exchange-rate fluctuations between the time of the original conversion and the return are not compensated.

6. Investment trade cancellations

Equity and ETF orders placed through our brokerage partner, Alpaca Securities LLC, follow standard market-order execution rules. Market orders are typically filled within seconds during trading hours and cannot be cancelled after execution. Limit orders that have not yet been filled may be cancelled from the order-management screen.

Furlpay is not liable for losses arising from market movements between order placement and execution. See our Regulatory Disclosures for full brokerage risk disclosures.

7. Contact us

For any refund or cancellation inquiries not covered above, please contact our support team:

• Email: support@furlpay.com
• In-app: Settings → Help & Support → Contact Us
• Response time: We aim to acknowledge all refund requests within 2 business days and resolve them within 10 business days.