Capitalized terms not otherwise defined here have the same meaning as they do in the Flywire Payer Terms of Use.

1. Error Resolution

In case of errors or questions about your transactions, please contact us at [email protected] or 1 800 346 9252 (toll free).

So that we may promptly and efficiently investigate the possible error and determine a resolution, when you contact us:

• Provide us your name and the Flywire Payment ID of the transaction;
• Describe the possible error and explain as clearly as you can why you believe it is an error or why you need more information from us;
• Tell us the amount of the suspected error (please specify the currency); and
• Include any other information that you think would be helpful in resolving the situation.

We will determine whether an error occurred within 90 days after you contact us or sooner if applicable regulations require. We will tell you the results of our review within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. Please note that delays or cancellations of your transaction in accordance with these Terms are not considered errors.

2. Unauthorized Transactions and Consumer Liability

To protect yourself from unauthorized activity, you should review each transaction notification you receive from Flywire and/or your Designated Entity to ensure that each transaction was authorized and accurately completed.

If you discover unauthorized activity, please follow the procedures below and work with us to investigate and resolve the issue. The amount of money you get back will be determined by your bank, your card-issuing bank, or other provider of the payment method involved in the unauthorized activity.

What is an Unauthorized Transaction

An “Unauthorized Transaction” occurs when money is sent from your bank account or charged to your card or alternative payment method account without your authorization and without benefit to you. For example, if someone steals your card or payment credentials and uses them to make a payment through Flywire that benefits someone other than you or your intended beneficiary, an Unauthorized Transaction has occurred.

What is not considered an Unauthorized Transaction

For example, the following are NOT considered Unauthorized Transactions:

• If you grant authority to someone to use your bank account or other payment credentials (e.g., by giving them your login information to those accounts) and they make a payment that you did not authorize them to make. In such circumstances, you are responsible for transactions made with your payment credentials unless you have previously instructed Flywire not to honor transactions made with those payment credentials .
• Invalidation and reversal of a payment as a result of a refund, reversal, or chargeback.

How to Report an Unauthorized Transaction

If you believe Unauthorized Activity has occurred please notify us immediately by email, phone, or mail at:

• Email:[email protected]
• Telephone: 1 800 346 9252 (toll free); +1 617 329 4524
• 141 Tremont Street, 10th Floor, Boston, MA 02111 USA

Last Updated: July 11, 2024