Error Resolution and Unauthorized Transactions
Last Updated: 7/14/2026 | Version 1.0
This policy explains how to report, and how Kashu, Inc. ("Kashu") and its partners handle, suspected errors and unauthorized transactions associated with your Kashu account.
1. Contact Us Promptly
If you believe there is an error in your account or a transaction you did not authorize, contact us as soon as possible at support@kashupay.com. Prompt reporting helps us investigate and helps limit potential loss. Delayed reporting may affect the outcome of an investigation.
2. Information to Provide
When you contact us, please provide: your name and account information; a description of the suspected error or unauthorized transaction and why you believe it is an error; and the dollar amount and date of the transaction in question. We may ask you to provide additional information or documentation in writing.
3. Our Investigation
We will review your report and, together with our custodian and bank partners as applicable, investigate the transaction. We may request additional information from you during the investigation. The time required depends on the nature of the transaction and the involvement of third parties such as the custodian, bank, or card networks.
4. Results of the Investigation
If we determine that an error or unauthorized transaction occurred, we will work with our partners to correct it as appropriate. If we determine that no error occurred, we will provide you with an explanation. You may request copies of the information relied upon in reaching our determination.
5. Your Responsibilities
You are responsible for safeguarding your login credentials and devices, for keeping your contact information current, and for notifying us promptly of any suspected error, unauthorized access, or loss or theft of credentials.
6. Business Use; Voluntary Protections
The Kashu Wallet is intended for business use, and the consumer protections of the federal Electronic Fund Transfer Act ("EFTA") and Regulation E generally do not apply to business accounts. We acknowledge that. Even so, Kashu voluntarily provides the good-faith error-resolution process described in this policy as a courtesy to our customers, going above and beyond what is required of a business-facing platform. Offering this process does not make the consumer protections of the EFTA or Regulation E legally applicable to your account, does not change the business nature of the Kashu Wallet, and is not a waiver of any term of your agreement.
7. Role of Our Partners
Certain protections and error-resolution steps are provided by or through our custodian, Monarch Technologies, Inc., and the bank that holds funds, and, for card transactions accepted through Kashu Pay, by the applicable card networks and acquiring institutions. Where a transaction genuinely involves a consumer account that is subject to the EFTA and Regulation E, the rights and timeframes required by that law and provided through the applicable financial institution will apply.
8. Contact Information
For questions or legal notices, you may contact us as follows:
Kashu, Inc.
Attn: Legal Department
1603 Capitol Ave, Ste 415 #674380
Cheyenne, WY 82001
Email: legal@kashupay.com