If your transfer has failed, you can always get your money back by clicking “REFUND” button. There are two ways you can refund, through your bank account in Taiwan or through check that you can exchange in the post office.

1. For a Taiwan bank account, make sure that you upload the photo of your bankbook with correct details. Please use your own bank account.
2. If you chose via Check (Postal Money Order), you need to fill in your name and upload the photo of door plate or envelope with your address.

Make sure that you enter the correct details to prevent delays on your refund.

Via bank transfer to your Taiwan bank account: takes 3-7 working days Via Check: 7-14 working days (you can cash it at any Post Office in Taiwan).

Your refund might fail due to the following reasons:

1. You gave us the wrong address, causing your check to fail to deliver.
2. You gave us incorrect bank details, such as:

• Bank Name
• Account Name
• Account Number

3. You are using a bank account that does not belong to you.
4. The bank account is closed or inactive

Please edit the information in the app, or approach our in-app customer service if you have any questions.

You can track your refund status via EMQ Send App. Just go to “Transfers” and there you can see the refunds you might have. Below are your refund status:

• Processing: You have given us your choice on how to refund and we are already processing it.
• In Transit: We have already sent your refund request via postal money order.

You will receive a PUSH NOTIFICATION once your refund is done.