Return & Refund Policy

MOM Finance · Effective: 28 February 2026 · Version 2.0

⚠️ Important Notice: MOM Finance is a licensed money transfer operator,
not a retail shop. This policy covers international money transfer transactions
only and replaces any generic WooCommerce refund policy. All refunds are subject to
Tonga National Reserve Bank (NRBT) and AUSTRAC regulatory requirements.

1. Overview

MOM Finance facilitates international money transfers between Tonga and Australia. Because transfers
involve currency conversion and cross-border settlement, our refund process differs from ordinary online
shopping. We are committed to a fair, transparent, and fast resolution for every customer.

2. Eligible Refund Scenarios

Scenario	Refund Type	Processing Fee	Timeframe
Customer-Initiated Any reason: changed mind, wrong amount, wrong recipient, etc.	Partial Refund	5% of send amount	3–5 business days
MOM Finance Fault System error, duplicate charge, incorrect amount, failed delivery by MOM Finance	Full Refund	Zero — FREE	1–3 business days
Regulatory Hold / Compliance Block Transaction flagged or held under AML/KYC obligations	Case-by-Case	Case-by-Case	Up to 10 business days

3. Customer-Initiated Refund — Details

You may request a refund for any reason within 24 hours of placing your transfer order,
provided the funds have not yet been collected by the recipient. A processing fee of
5% of the sent amount is deducted to cover exchange rate locking, banking
channel costs, and regulatory reporting already initiated.

💡 Example

You send AUD 500. You request a refund before the recipient collects. Processing fee:
AUD 25. You receive back:
AUD 475 to your original payment method.

4. MOM Finance Fault — Full Refund

If the error is on our side — duplicate charge, system failure, wrong amount debited, or funds not
delivered due to a platform issue — you are entitled to a full refund with zero fees.
We will proactively identify and contact affected customers wherever possible.

5. Regulatory Hold Refunds

Transfers may be held for compliance reasons under our AML/CTF obligations. In these cases:

We will notify you as soon as legally permissible
Refund eligibility and fees are determined case-by-case by compliance staff
Processing may take up to 10 business days pending regulatory clearance
We cannot guarantee a refund if funds are frozen by regulatory authority order

6. Sender Change Requests

Before a transfer is paid out you may request a sender change (update your own
sending details — name correction, contact update). This is free of charge and does not constitute a
refund. Recipient changes after payment initiation are not permitted for security reasons.

7. How to Request a Refund

Log in to My Account → Orders
Find the relevant transaction and click “Request Refund”
Complete the form — select reason and provide any required details
Submit — you will receive an email confirmation immediately
A MOM Finance manager will review within 1 business day and approve or contact you for more information
Once approved, the refund is automatically returned to your original payment method

Or contact us directly: Contact MOM Finance

8. Refund Approval Authority

All refund requests require approval by a MOM Finance Store Manager or Supervisor.
No refund is processed automatically without human review. This protects both customers and MOM Finance
from fraudulent or erroneous claims.

9. Non-Refundable Situations

Transfer already collected and confirmed by the recipient
Request submitted more than 24 hours after the order (customer-initiated)
Incorrect recipient details provided by the sender — we will attempt to recover funds but cannot guarantee success
Funds frozen under regulatory, legal, or compliance obligations
Exchange rate movements — we do not refund rate gains or losses

10. Regulatory Compliance

All refunds are processed in accordance with:

National Reserve Bank of Tonga (NRBT) — Type A Money Transfer Operator licence conditions
AUSTRAC — Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Australia)
MOM Finance AML/CTF Program and internal Suspicious Matter Reporting obligations

MOM Finance reserves the right to request identity verification documents before processing any refund,
consistent with our AML/KYC obligations.

11. Contact Us

🇹🇴 Tonga Office

MOM Finance
3 Tupoulahi Rd, Fasi & Afi
Nukuʻalofa, Tongatapu, Tonga
📞 +676 7774600 / +676 7711961
📧 info@momfinance.to

🇦🇺 Australia Office

JATF & T Pty Ltd
6 Northall Rd, Mickleham VIC 3064
📞 +61 4 1234 5678
📧 info@momfinance.to

Tuʻutuʻuni Fakafoki & Fakafoki Paʻanga

MOM Finance · Kamata: 28 February 2026 · Fuʻu 2.0

⚠️ Fakatokanga Mahuʻinga: Ko e MOM Finance ko e kautaha feʻaveʻaki paʻanga kuo
laiseni, ʻikai ko ha falekoloa. ʻOku fakalea ʻe he tuʻutuʻuni ko ʻeni ʻa e
ngaahi fefakatauʻaki feʻaveʻaki paʻanga fakavaha-fonua pe pea fetongi ia ʻa e
tuʻutuʻuni fakafoki ʻo WooCommerce. Ko e ngaahi fakafoki kotoa pe ʻoku muʻomuʻa ʻi he ngaahi
fiemaʻu ʻa e Pangike Pule Fakafonua ʻa Tonga (NRBT) mo e AUSTRAC.

1. Fakamatala Lahi

ʻOku fakahoko ʻe he MOM Finance ʻa e ngaahi feʻaveʻaki paʻanga fakavaha-fonua ʻi Tonga mo ʻAositelēlia.
Koeʻuhi ʻoku kau ʻi he feʻaveʻaki ʻa e liliu paʻanga mo e fakataupotu fakavaha-fonua, ʻoku kehekehe
ʻa ʻemau founga fakafoki mei he fakatau ki he fale koloa masani ʻi ʻinitaneti. ʻOku mau kau ki he
fakatonutonu, mahino, mo e tali vave ki he kasitomaa kotoa pe.

2. Ngaahi Tuʻunga ʻOku Totonu ki he Fakafoki

Tuʻunga	Faʻahinga Fakafoki	Totongi Ngāue	Vaha’a Taimi
Kamataʻi ʻe he Kasitomaa Ha ʻuhinga pe: liliu fakakaukau, lahi hala, tokotaha maʻu hala, etc.	Fakafoki Vahevahe	5% ʻo e lahi ʻoku ʻave	ʻaho ngāue 3–5
Hala ʻa e MOM Finance Hala ʻa e polokalama, totongi toe, lahi hala, ʻikai fakahoko ʻe MOM Finance	Fakafoki Kakato	Taʻetotongi — TĀMATA	ʻaho ngāue 1–3
Tauhi Fakatonutonu / Tāpuni AML Feʻaveʻaki naʻe fakailoa pe tauhi ʻi he ngaahi fatongia AML/KYC	Vakaʻi Kotoa	Vakaʻi Kotoa	Aʻu ki he ʻaho ngāue 10

3. Fakafoki Kamataʻi ʻe he Kasitomaa — Fakaikiiki

ʻE lava ke ke kole ha fakafoki ki ha ʻuhinga pe ʻi loto ʻi he houa ʻe 24 hili
hoʻo ʻota feʻaveʻaki, ʻo ka ʻikai kei maʻu ʻa e paʻanga ʻe he tokotaha ʻoku ne maʻu. ʻE
toʻo ha totongi ngāue ʻo e 5% ʻo e lahi kuo ʻave ke fakatonutonu
ʻa e fakataupotu paʻanga ʻoku tāpuni, ngaahi tukuhau ʻo e ala pangike, mo e ngaahi lipooti fakatonutonu
kuo kamata.

💡 Fakatātā

ʻOku ke ʻave AUD 500. ʻOku ke kole ha fakafoki kimuʻa pea toki maʻu ʻa e paʻanga ʻe he tokotaha.
Totongi ngāue: AUD 25. ʻE foki mai kiate koe:
AUD 475 ki hoʻo founga totongi ʻuluaki.

4. Hala ʻa e MOM Finance — Fakafoki Kakato

Kapau ʻoku mei homau tafa ʻa e hala — totongi toe, tāpuni ʻo e polokalama, lahi hala, pe ʻikai
fakahoko ʻa e paʻanga koeʻuhi ko ha fāfanga ʻi he polokalama — ʻoku totonu ke ke maʻu ha
fakafoki kakato taʻetotongi. ʻE feinga ʻemau ʻiloʻi mo fetuʻutaki ki he ngaahi kasitomaa
kuo uesia ʻo ka ʻiloʻi.

5. Ngaahi Fakafoki ʻi he Tauhi Fakatonutonu

ʻE lava ke tauhi ha ngaahi feʻaveʻaki koeʻuhi ko e ngaahi ʻuhinga fakatonutonu ʻi heʻemau ngaahi
fatongia AML/CTF. ʻI he ngaahi tuʻunga ko ʻeni:

ʻE fakatokanga atu kiate koe ʻi he taimi ʻoku fihia fakalao ai
ʻOku vakaʻi ʻe he kau ngāue fakatonutonu ʻa e fakafoki kotoa mo e totongi ngāue
ʻE lava ke aʻu ki he ʻaho ngāue ʻe 10 hono ngāueʻaki ʻo fakatatau ki he tali fakatonutonu
ʻOku ʻikai ke mau fakapapaʻi ha fakafoki ʻo ka tāpuni ʻa e paʻanga ʻe he mafai fakatonutonu

6. Ngaahi Kole Liliu ʻo e Sender

Kimuʻa pea toki totongi ha feʻaveʻaki ʻe lava ke ke kole ha liliu ʻo e sender
(fakafoʻou hoʻo ngaahi fakamatala totongi — fakatonutonu hingoa, fakafoʻou fetuʻutaki). ʻOku
taʻetotongi ia pea ʻoku ʻikai ko ha fakafoki. ʻOku ʻikai fihia ha ngaahi liliu ʻo e tokotaha ʻoku
maʻu hili hono kamata ʻo e totongi koeʻuhi ko e māluʻi.

7. Founga ke Kole ai ha Fakafoki

Hū ki loto ʻi Hoku ʻAkauni → Ngaahi ʻOta
Kumi ʻa e feʻaveʻaki ʻoku taau pea fakaʻatā ʻa e “Kole Fakafoki”
Fakaʻosi ʻa e foomu, fili ʻa e ʻuhinga mo tuku ʻa e ngaahi fakamatala ʻoku fiemaʻu
Fakahu — te ke maʻu ha fakapapaʻi ʻīmeili lolotonga pe ko ia
ʻE vakai ʻe ha Pule ʻa e MOM Finance ʻi loto ʻi he ʻaho ngāue ʻe 1 pea fakangofua pe fetuʻutaki atu kiate koe
Ko e taimi pe ʻoku fakangofua ai, ʻoku ʻotometiki hono ngāueʻaki ʻo e fakafoki ki hoʻo founga totongi ʻuluaki

Pe, fetuʻutaki hangatonu mai: Fetuʻutaki mai ki he MOM Finance

8. Mafai Fakangofua Fakafoki

Ko e ngaahi kole fakafoki kotoa pe ʻoku fiemaʻu ke fakangofua ʻe ha Pule pe Puleʻi
ʻo e Falekoloa Paʻanga ʻa e MOM. ʻOku ʻikai ha fakafoki ʻoku ngāue ʻotometiki taʻevakaʻi ʻe he tangata.
ʻOku māluʻi heni ʻa e kasitomaa mo e MOM Finance mei he ngaahi fakamatala kākā pe hala.

9. Ngaahi Tuʻunga ʻOku ʻIkai Fakafoki

Feʻaveʻaki kuo ʻosi ʻave pea fakapapaʻi ʻe he tokotaha ʻoku ne maʻu
Kole naʻe fakahu atu ʻo laka hake he houa ʻe 24 hili ʻa e ʻota (kamataʻi ʻe he kasitomaa)
Hala ʻa e ngaahi fakaikiiki ʻo e tokotaha ʻoku ne maʻu — te mau feinga ke fakafoki mai ʻa e paʻanga kaʻ ʻoku ʻikai lava ke fakapapaʻi
Paʻanga ʻoku taʻofi koeʻuhi ko e ngaahi fatongia fakatonutonu, fakalao, pe tauhi
Feʻunuʻaki ʻo e totongi ʻo e paʻanga — ʻoku ʻikai ke mau fakafoki ʻa e paʻanga ʻoku maʻu pe mole

10. Tauhi ki he Ngaahi Tuʻutuʻuni

Ko e ngaahi fakafoki kotoa pe ʻoku fakahoko ia ʻo fakatatau ki he:

Pangike Pule Fakafonua ʻa Tonga (NRBT) — Ngaahi tuʻutuʻuni laiseni ʻo e Kautaha Fefakatauʻaki Paʻanga Muli Type A
AUSTRAC — Lao ki hono Fakapaʻanga ʻo e Fakapaʻanga ʻo e Paʻanga mo e Fakafepaki ʻo e Fakapo 2006 (ʻAositelēlia)
MOM Paʻanga Polokalama AML/CTF mo e ngaahi fatongia ʻi loto ʻo e Lipooti ʻo e Meʻa ʻoku Mahalo

ʻOku maʻu ʻe he MOM Finance ʻa e totonu ke kole ha ngaahi tohi fakamoʻoni ʻo e tokotaha kimuʻa pea toki
fakahoko ha fakafoki ʻo e paʻanga, ʻo fakatatau ki heʻetau ngaahi fatongia AML/KYC.

11. Fetuʻutaki Mai

🇹🇴 ʻOfisi Tonga