ERROR RESOLUTION AND REFUND/CANCELLATION POLICY

What to do if you think there has been an error or problem:

Usually funds are available for pick up or paid into recipient’s bank account in two hours or less upon completion of the transaction by the remitter. It’s unusual for us not to complete the customer’s request within the given time frame. If there is an error on our end, the customer can contact Orobo customer support and provide the following information to the support team.

If you think there has been an error or problem with your remittance transfer:

  • Call us at +1 (609) 285-5631.
  • Write us at OROBO, 125 Village Boulevard, Princeton Forrestal Village, Princeton, NJ 08540 USA.
  • E-mail us at cs@orobo.com or info @orobo.com.

You must contact us within 180 days of the date we promised that the funds would be made available to the recipient. When you do, please tell us:

  • Your name and address and/or telephone number;
  • The error or problem with the transfer, and why you believe it is an error or problem;
  • The name of the person receiving the funds, the country to which it was sent, and his or her telephone number or address if known;
  • The dollar amount of the transfer; and
  • The confirmation code or number of the transaction.

Within 90 days after you contact us, we will determine whether an error occurred and we will correct any error promptly. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation.

What to do if you want to cancel a remittance transfer:

To cancel, you must contact us at the phone number or e-mail address below within 30 minutes of payment for the transfer.

You have the right to cancel a remittance transfer and obtain a refund of all funds paid to us if the transaction is still pending or in process.

If a transaction has been completed and the option of payment is cash pickup at the Agent’s location or ATM pickup and the recipient of the funds has not yet picked up the funds, Orobo can still cancel the transaction upon request of the remitter and provide a refund of the remitted amount, excluding transaction fees.

Once a remittance has gone straight into a recipient’s bank account, the transaction has been completed. At that point, Orobo is unable to issue a refund directly to the remitter. However, a refund is still possible if the remitter requests that the recipient instruct his or her bank to return the received funds back to Orobo’s master account (i.e., the Orobo account from which the funds were originally sent). Once the funds are received back into our master account, Orobo will issue a refund, excluding the transaction fees, back to the remitter’s original method of payment.

Refund time frames vary, depending on the original method of payment. The refund process should be completed within three to five working days.

To cancel, you must contact us at the phone number or e-mail address below within 30 minutes of payment for the transfer.

  • Call us at +1 (609) 285-5631
  • E-mail us at cs@orobo.com or info @orobo.com

When you contact us, you must provide us with information to help us identify the transfer you wish to cancel:

  • Remitter’s name and address and/or telephone number;
  • The name of the person receiving the funds, the country to which it was sent, and his or her telephone number or address if known;
  • The dollar amount of the transfer; and
  • The confirmation code or number of the transaction.