LEGAL-007 · v1.0 · Effective: 2026-08-05
1. Scope
This Refund, Reversal, Error and Complaints Policy (the "Policy") applies to transactions carried out through the CoraSend technology platform, operated by Orangepill Colombia SAS, NIT 901835670-7, CL 127 D 56 B 90, Colombia.
CoraSend is a technology platform that provides Tier-1 support to users. CoraSend is not the merchant of record, not the acquiring entity, not a bank, and not a licensed remittance provider. The collection of the user's payment, currency conversion, settlement, and disbursement to the beneficiary are performed by the Financial Partner identified for the applicable transaction.
For complaints related to the Financial Partner's own services — including payment disputes, settlement incidents, or matters within the Financial Partner's regulatory remit — the user should address those directly to the Financial Partner. CoraSend will facilitate coordination where possible.
2. How to Submit a Complaint
Users may submit a complaint by contacting CoraSend's customer support team at: info@corasend.com.
To allow CoraSend to process the complaint efficiently, users should include the following information:
- Full name of the account holder.
- Email address associated with the account.
- Transaction identifier or reference number (where available).
- Date and amount of the transaction.
- A detailed description of the issue or incident.
- Supporting evidence (screenshots, confirmations, statements, or other relevant documents) where applicable.
CoraSend is committed to acknowledging receipt of the complaint as promptly as possible and to providing a substantive response within the timeframes established by applicable law.
[LEGAL CONFIRMATION REQUIRED: counsel must confirm specific statutory response timeframes under the Colombian Consumer Statute (Law 1480 of 2011) and any applicable financial consumer protection regulations before publishing specific timeframes in this document.]
3. Transaction States and Refund Eligibility
The possibility of obtaining a refund depends on the state of the transaction at the time the complaint is submitted. The following table describes the recognised transaction states and the associated refund eligibility:
| State | Description | Refund Eligibility |
|---|---|---|
| Quoted / Estimate Presented | A transaction was quoted but not authorised by the user. | No amount charged; no refund applicable. |
| Authorised, Not Yet Processed | The user authorised the transaction but the Financial Partner has not yet initiated processing. | Cancellation may be possible; contact support immediately at info@corasend.com. |
| Processing / On Hold | The Financial Partner is actively processing the transaction. | Cancellation is not possible during active processing. |
| Completed | Funds have been delivered to the beneficiary. | Not refundable, except in cases of an unauthorised transaction or an error attributable to the operator. |
| Failed — Rejected | The transaction was rejected by the Financial Partner or the receiving bank. | Uncharged funds are released. If a charge was already made, initiate a refund process by contacting support. |
| Failed — Incorrect Beneficiary Data | The user provided incorrect beneficiary details. | Refund may be subject to deductions for recovery costs; not guaranteed. See Section 7. |
| Duplicate | Two identical transaction instructions were detected. | The duplicate transaction may be refundable if identified before execution. |
| Unauthorised | The user did not authorise the transaction. | Initiate a dispute immediately; see Section 8. |
The table above is informational. The final determination of refund eligibility in each case will depend on the relevant investigation, the cooperation of the Financial Partner and the banks involved, and applicable law.
4. Responsibility: CoraSend vs. Financial Partner
The resolution of complaints may involve different parties depending on the nature of the issue. Responsibilities are allocated as follows:
4.1 Tier 1 — CoraSend (Technology Platform)
- Management of transaction instructions and platform support.
- Handling of interface errors or platform access issues.
- Acknowledgement and tracking of complaints.
- Coordination with the Financial Partner and escalation of complaints.
- Communication of outcomes to the user.
4.2 Tier 2 — Financial Partner
- Payment execution and currency conversion.
- Settlement and disbursement to the beneficiary.
- Regulatory compliance and the Financial Partner's own obligations.
- Disputes requiring direct intervention by the Financial Partner.
- Refunds involving the return of funds already transferred to the Financial Partner.
4.3 Beneficiary's Receiving Bank
- Issues with crediting the destination account.
- Holds or rejections by the receiving bank.
Where a complaint involves the Financial Partner or the receiving bank, CoraSend will act as coordinator and communication channel but cannot guarantee outcomes that depend on the decision of third parties.
5. Colombian Consumer Rights
Colombian users hold rights recognised under applicable consumer protection legislation that may be applicable to transactions carried out through the CoraSend platform. The principal rights are described below.
5.1 Right of Withdrawal (Retracto)
Colombian law recognises the consumer's right of withdrawal (retracto) in certain transactions. The applicability of this right to transactions executed through CoraSend depends on the transaction type and the specific characteristics of the contracted service.
[LEGAL CONFIRMATION REQUIRED: counsel must confirm applicability of the Colombian right of retracto under Law 1480 of 2011, Decree 587 of 2016, and Law 2439 of 2024 to the specific transaction types offered through CoraSend; confirm whether the digital/immediate execution exemption applies.]
5.2 Right of Payment Reversal (Reversión)
Colombian law recognises the right of payment reversal for transactions carried out by credit or debit card in certain circumstances. The applicability and procedure for exercising this right in the context of transactions processed by the Financial Partner will be coordinated by CoraSend.
[LEGAL CONFIRMATION REQUIRED: counsel must confirm the scope of the reversal right under Law 1480 Art. 51 and Decree 587 of 2016 as applied to transactions processed by a Financial Partner rather than directly by CoraSend; confirm procedural steps required from CoraSend vs. the Financial Partner.]
5.3 International Transactions
For international transactions, specific consumer rights may vary depending on the law of the user's country of residence and the law applicable to the relevant payment corridor. CoraSend respects the non-waivable rights recognised by applicable law.
6. Escalation Process
If a complaint cannot be resolved immediately, the following escalation process applies:
- Step 1 — Initial Contact with CoraSend: The user submits the complaint to info@corasend.com with all relevant information (see Section 2). CoraSend will acknowledge receipt and conduct a Tier-1 review.
- Step 2 — Coordination with the Financial Partner: If CoraSend cannot resolve the complaint directly, it will coordinate escalation to the relevant Financial Partner within the applicable response timeframe. CoraSend will keep the user informed of the status of the matter.
- Step 3 — Regulatory or Consumer Protection Authorities: If the Financial Partner does not resolve the complaint to the user's satisfaction, the user may contact the relevant regulatory or consumer protection authorities competent in their jurisdiction.
[LEGAL CONFIRMATION REQUIRED: counsel must confirm whether the Colombian Superintendencia Financiera de Colombia (SFC) or the Superintendencia de Industria y Comercio (SIC) has jurisdiction over complaints against Orangepill Colombia SAS in its capacity as a technology platform operator facilitating financial transactions.]
7. Delivery Errors and Incorrect Beneficiary Data
The user is solely responsible for the accuracy and completeness of the beneficiary data provided when initiating a transaction. CoraSend will transmit that data exactly as provided by the user, without the ability to independently verify its correctness.
If the user identifies an error in the beneficiary data, they should:
- Contact CoraSend immediately at info@corasend.com, providing the transaction reference and the incorrect data.
- The possibility of correction or recovery will depend on the state of the transaction at the time the error is reported. If the transaction has already been executed, recovery of funds is not guaranteed.
- Reasonable recovery costs incurred by the Financial Partner or the receiving bank, if any, may be deducted from the refund amount.
CoraSend accepts no liability for losses, delays, or costs arising from incorrect, incomplete, or outdated beneficiary data provided by the user.
8. Unauthorised Transactions
An unauthorised transaction is one that the user did not order or consent to. If the user identifies a transaction they do not recognise, they must act immediately:
- Notify CoraSend immediately at info@corasend.com, providing the transaction reference, the amount, and any relevant details.
- If the transaction was executed using a credit or debit card, also contact the card issuer immediately to request a block and initiate the relevant dispute procedure.
- Preserve all available evidence: transaction confirmations, screenshots, and communications received.
CoraSend will cooperate in the investigation of claims relating to unauthorised transactions. Disputes involving unauthorised transactions may engage the Financial Partner, the card issuer, and, where applicable, the relevant payment networks. Resolution of such disputes may be subject to the timeframes and procedures established by those third parties.
Liability for unauthorised transactions will be determined in accordance with applicable law and the contractual terms of the applicable Financial Partner.
9. Provider Outages and Force Majeure
CoraSend does not guarantee uninterrupted availability of the platform or the absence of errors. In particular, CoraSend does not control the operational availability of the Financial Partner or of receiving banking systems.
In the event of a Financial Partner service outage, widespread technical failure, or force majeure event:
- Transactions pending execution may be delayed or cancelled.
- CoraSend will notify the user of the situation to the extent reasonably possible and through available channels.
- Transactions for which the Financial Partner has received the user's funds but has been unable to execute the remittance will be subject to a refund once the Financial Partner returns the funds to Orangepill Colombia SAS.
- Resolution timeframes in force majeure situations may exceed ordinary response timeframes.
Force majeure events include, by way of illustration and without limitation: natural disasters, acts of war, terrorist acts, critical infrastructure outages, regulatory decisions by competent authorities, or any other extraordinary and unforeseeable event outside the reasonable control of Orangepill Colombia SAS.
10. Material Changes
Material changes — those that affect user rights, the identity or role of Financial Partners, data-processing practices, or fee and refund terms — become effective only after reasonable prior notice and, where required by applicable law, renewed acceptance. Non-material changes (typographical corrections, updated contact information, formatting) may take effect upon publication.
11. Contact
To submit a complaint, request information about the status of a transaction, or exercise any of the rights recognised in this Policy, users may contact:
CoraSend — Orangepill Colombia SAS
Email: info@corasend.com
NIT: 901835670-7
Address: CL 127 D 56 B 90, Colombia