When you send money from Neema, you are strictly responsible for verifying the recipient's details and ensuring that the recipient's account is active.
Please note that all cancellation requests are processed through a human support agent on a best-effort basis, and the cancellation of a transfer is never guaranteed. There is no specific timeframe for completing a cancellation; if the cancellation is successful, the refund process can take several business days.
When you contact Neema support to request a transfer cancellation, you must always provide your unique Neema transaction ID
Cash Pickup Transfers cancelation
To cancel an international cash pickup transfer in Neema, eligibility depends entirely on whether the receiver has collected the cash:
Status "Arrived": You can cancel a cash pickup transfer only if the status displays as ARRIVED and the recipient has not yet collected the cash.
Status "Picked-up": If the transfer status displays as PICKED-UP, the funds have been collected and Neema cannot issue a refund under any circumstances.
International Bank Transfers cancelation
To cancel an international bank transfer in Neema, the process depends on the current transaction status:
Status is ARRIVED: Cancellation requests for bank transfers in ARRIVED status are handled on a best-effort basis without a guarantee.
Status is Picked-up: If the status shows as Picked-up, cancellation is processed strictly on a best-effort basis. The recipient must sign an official agreement allowing the receiving bank to debit the funds from their account.
30-Day Limit: You must submit cancellation requests for incorrect account numbers within 30 calendar days of the transaction. Neema cannot attempt a cancellation or refund after 30 calendar days have passed.
Mobile Money and Mobile Wallet Transfers cancelation
To cancel a mobile money or mobile wallet transfer in Neema, follow the process for your transaction status:
Status is ARRIVED: Cancellation requests for mobile wallet transfers in ARRIVED status are handled on a best-effort basis without a guarantee
Status is Picked-up: If the transfer status is Picked-up, contact the customer service center of the local mobile money provider directly. Request that the provider block the funds and issue an official reversal number. You must send this reversal number to Neema support. Neema cannot refund a Picked-up mobile money transfer without an official reversal number.