Refund policy

Table of Contents

• Introduction
• Eligibility for Request Cancellation
• Cancellation or Dispute Process
• Non-Refundable and Non-Cancellable Situations
• Technical Errors or Failed Requests
• Limitation of Liability
• Changes to This Policy
• Contact Us

Introduction

Elytra (“we”, “us”, or “our”) is a request automation platform that facilitates data exchanges and transaction instructions between users and third-party financial services such as Natcash and Wise. Elytra does not hold or transfer funds directly. Therefore, our return policy concerns the cancellation or correction of requests, not direct monetary refunds.

This policy explains the conditions under which requests may be cancelled, reversed, or corrected within the Elytra system.

Eligibility for Request Cancellation

You may request a cancellation or correction under the following conditions:

• The request is in an internal status where cancellation remains operationally possible (typically pending or processing).
• The request was initiated due to a verified technical or system error.
• The user’s account or transaction details were incorrect or incomplete at the time of submission.
• The request violated platform terms (e.g., unauthorized use).

Once a request is completed by a third-party provider, reversal is not guaranteed. Any refund or correction is subject to technical feasibility, provider rules, and applicable law.

Cancellation or Dispute Process

To request a cancellation or dispute a transaction-related issue:

1. Contact our support team at support@elytra.app as soon as possible after the issue is detected.
2. Provide relevant details including your request ID, date, and associated Natcash/Wise reference number.
3. Our team reviews the request and determines eligibility based on transfer status, provider response, and available evidence.
4. If eligible, Elytra may cancel, retry, mark for manual review, or trigger a refund workflow where technically possible.

Technical Errors or Failed Requests

In the event of a system failure, API timeout, or data mismatch:

• The request may be automatically retried, moved to processing, marked failed, refunded, or flagged for manual review depending on the failure scenario.
• Elytra applies idempotency and status-transition controls to reduce duplicate processing risks.
• Certain failed requests can be retried or corrected without additional user action; provider-side fees may still apply in some cases.

Limitation of Liability

Elytra acts solely as an automation intermediary. We are not responsible for:

• Financial losses or delays caused by Natcash, Wise, or other third-party systems.
• Incorrect recipient information provided by users during submission.
• Currency conversion differences or fees applied by external payment processors.

Elytra may continue to manage request lifecycle states after submission (for example retries, cancellation, or refund status updates), but external providers remain responsible for settlement.

Changes to This Policy

This Return & Cancellation Policy may be updated to reflect service or legal changes. You will be notified of any significant updates before they take effect.