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Updated: 06 Oct 2025
Applies to: the Silvo mobile application and Services (the “Services”).
Contact: support@Silvo.com

 

1) Payments & Pricing

  • You authorize Silvo to debit your available balance and, where applicable, charge card/top-up methods you add to your Account to fund transfers and fees displayed in-App at the time of confirmation.
  • Exchange rates and fees (if any) are shown before you submit a transfer; once you confirm, they are locked for that transfer.

2) Execution & Settlement

  • A transfer is considered submitted once you confirm it in the App and see a success/processing state.
  • Execution timelines and availability of funds may depend on receiving institutions, networks, and cut-off times.

3) Cancellations

  • Before execution: If a transfer has not yet been executed, you may request cancellation in the App or via support. Execution can happen quickly; cancellation is not guaranteed.
  • After execution: Executed transfers are final and cannot be cancelled.

4) Non-Refundable Transfers

  • All successfully executed transfers are non-refundable.
  • This includes transfers sent to the beneficiary details you provided, even if those details were incorrect or you later change your mind.
  • Fees associated with successfully executed transfers are also non-refundable.

5) When Refunds Are Available (Technical Errors Only)

Silvo will issue a refund only where a technical error caused by Silvo or our payment processors occurred, such as:

  • Duplicate charge for the same transfer.
  • Incorrect amount debited or credited due to a system malfunction (not user input).
  • Failed or partially processed transaction where funds were debited but the transfer did not execute due to a system fault.
  • Erroneous fee charged by the system.

What is not a technical error: wrong beneficiary details entered by you; beneficiary refusing funds; delays at third-party banks; FX rate changes after confirmation; compliance or risk reviews by counterparties; merchant/service quality disputes.

6) How to Request a Refund (for Technical Errors)

  • Submit within 30 days of the transaction date via the App or email support@Silvo.com with: transaction ID, date/time, amount/currency, and a short description.
  • We will acknowledge and investigate your request and aim to resolve it within 30 days (complex cases may take up to 60 days).
  • Approved refunds are returned to the original funding method or your Silvo balance, in the original currency where feasible. If that is not possible, we may refund to your Silvo balance using our prevailing rate at the time of refund.
  • Refunds cover the erroneous amount and any fee wrongly charged. We do not cover exchange-rate differences, opportunity costs, or consequential losses.

7) Chargebacks & Reversals

  • If you fund your Account by card or similar method, card scheme rules may allow a chargeback. If a chargeback occurs, Silvo may debit or freeze your Account to recover amounts reversed by your funding provider, plus any network fees.
  • We may request documentation to assess whether a transaction was authorized and correctly processed.

8) Unauthorized Payments

  • If you believe a payment was unauthorized, contact us immediately at support@Silvo.com. We will investigate and handle such cases in line with applicable law. This section does not create additional refund rights beyond those required by law.

9) Errors by Receiving Institutions

  • If a receiving bank or provider makes an error after execution, we will reasonably assist you in attempting recovery. However, we are not responsible for the acts or omissions of third-party institutions and cannot guarantee recovery.

10) Taxes & Third-Party Fees

  • You are responsible for any taxes, bank charges, intermediary or beneficiary bank fees, and other third-party costs that may apply to your transfers. Such amounts are not refundable by Silvo.

11) Changes to This Policy

  • We may update this Policy to reflect legal, technical, or business changes. Where required, we will provide advance notice (e.g., 30 days) and publish the updated version in the App. Continued use of the Services after the effective date constitutes acceptance.