Makati is the owner-approved business location, not a complete registered office or address for service of legal documents. A full registered address has not been supplied for publication.
Business registration identifiers are not published at the owner’s request. This omission does not mean the business is unregistered.
The owner confirms that Fu-Lu is a registered payment gateway business in the Philippines. Its BSP application for its payment gateway activities is under review, not an issued licence, approval, or endorsement.
The essentials
A short overview, not a substitute for the complete terms below.
Customers cannot cancel a transaction after confirming it. Support can still investigate errors and requests for recovery; recovery is not guaranteed.
Completed, failed, duplicate, and unauthorised payments are assessed differently. There is no blanket no-refunds rule.
Transaction amounts, fees, and charges may be refundable depending on the evidence and circumstances, including proven system problems.
The owner has indicated 5–10 working days for investigation and 10–14 working days for processing. These are indicative estimates, not guaranteed deadlines.
Mandatory Philippine consumer rights and lawful complaint or payment-dispute routes remain available.
1. Scope and Fu-Lu’s status
Fu-Lu is operated by Fu-lu payment services, with the owner-approved business location of Makati, Philippines, and public legal contact support@fulu.services. This draft addresses refund and cancellation concerns for transactions actually available through Fu-Lu. It does not establish that every advertised or planned transaction type is live, or that Fu-Lu is authorised to offer every financial service.
Business registration is distinct from BSP authorisation. Fu-Lu’s BSP application remains under review. This policy does not represent Fu-Lu as a bank, licensed electronic-money issuer, licensed remittance provider, or BSP-supervised institution on the strength of that pending application.
Read this policy together with the Terms and Conditions and the transaction-specific disclosures shown before confirmation. A provider’s conditions do not override mandatory rights or excuse Fu-Lu from responsibilities imposed on it by law.
2. Cancellation after confirmation
Under Fu-Lu’s owner-confirmed operating rule, a customer cannot cancel a transaction once the customer has confirmed it. Check the recipient, account details, amount, and charges before confirming.
This cancellation restriction does not mean every confirmed transaction has already settled, and it does not prevent an investigation, a lawful dispute, correction of a system error, or a refund where warranted. Contact support promptly rather than assuming an instruction can be recalled.
3. Completed transfers and wrong recipients
A completed transfer is not automatically reversible. If funds were sent to an incorrect account or recipient, contact Fu-Lu support promptly with the transaction reference and a description of the mistake.
Support can investigate and assess whether a recovery request is possible. Recovery may depend on the payment method, settlement status, the receiving institution or recipient, applicable provider procedures, and law. Neither contacting support nor opening an investigation guarantees cancellation, recovery, or a refund.
A wrong-recipient case is assessed on its facts, including whether there was a system problem or an error in the instruction. There is no automatic promise of reimbursement and no automatic rejection of every mistaken transfer.
4. Failed, pending, or duplicated transactions
Report a debit for a transaction shown as failed, an unexplained pending payment, or a suspected duplicate debit. Keep the reference numbers and check the status before retrying; submitting another payment can create an additional transaction.
Failed payment: the investigation should establish whether funds were actually debited, settled, or remain subject to a temporary hold before deciding the appropriate correction or refund.
Pending payment: a pending status alone does not establish failure or eligibility for a refund. Ask support to check its actual status.
Duplicate payment: provide both references where available. The investigation should distinguish an unintended duplicate debit from separate payments you intentionally confirmed.
A verified error may call for a correction, release of a hold, or return of the amount improperly collected, as appropriate to the evidence and mandatory law. These are different outcomes; no automatic reversal time is promised here.
5. Unauthorised payments and suspected fraud
If you did not authorise a payment, report it immediately to Fu-Lu support and the relevant bank, wallet, or card issuer using their official channels. Take available steps to secure the affected account and prevent further loss.
An unauthorised-payment report is not treated simply as a change-of-mind cancellation. Responsibility and the available remedy depend on the investigation, applicable law, and the relevant payment arrangements. Use of account credentials does not by itself settle who is responsible.
Do not wait for the estimates in this policy before contacting an issuer or reporting fraud. Separate lawful dispute or reporting deadlines may apply. Suspected criminal activity may also be reported to the appropriate law-enforcement authority.
6. Refundable amounts, fees, and service-fee disputes
Refund requests may include the transaction amount and associated fees and charges. Fu-Lu’s owner has confirmed that fees and charges can also be refunded where a system problem is proven, and in wrong-recipient cases depending on the circumstances and investigation.
There is no blanket rule that all fees are non-refundable, and no promise that every fee will be returned. Identify each disputed charge, who collected it if known, and why you believe it is incorrect or the service was not supplied as agreed. A service-fee dispute can be reviewed separately from whether the underlying transfer completed.
Third-party charges need separate assessment with the provider concerned. This draft does not invent a provider’s refund obligations, authorise undisclosed deductions, or promise that Fu-Lu can return funds controlled by another party. Any outcome must preserve refunds or other remedies required by law.
7. How to request help
Email refund requests and payment disputes to support@fulu.services, the official refund-support address confirmed by Fu-Lu’s owner. A direct email link and the Contact Us page are provided below. Contact Us can also be used for an initial inquiry; do not send funds or sensitive credentials to an unverified address.
Include the transaction reference, date, amount and currency, the issue, and the outcome you are requesting.
For a suspected duplicate, include both references if available. For a fee dispute, identify the fee separately.
Provide a safe reply address and relevant evidence with unnecessary personal information and payment details redacted.
Never send a password, PIN, one-time code, private key, full card number, or card security code. Do not attach identity documents to an ordinary contact message.
Submitting an inquiry is not approval of a refund. If more evidence or identity verification is necessary, ask support for the appropriate secure process rather than sending sensitive documents through an ordinary message.
8. Investigation, providers, and processing estimates
Fu-Lu support is the initial contact for investigating a request. The owner has indicated an investigation estimate of 5–10 working days and a processing estimate of 10–14 working days.
These ranges are indicative, not guaranteed deadlines. It has not yet been confirmed whether they overlap or run consecutively, when the clock starts, or which working-day calendar applies. Do not read them as a guaranteed total period or add them together as a promised deadline. Ask support for the applicable estimate for your case, any information still needed, and a status update if it remains unresolved.
A refund requires a thorough investigation. Provider checks, transaction tracing, settlement status, and legally required checks may affect resolution. This draft does not establish an agreed division of investigation, approval, and payment responsibilities between Fu-Lu and every bank, wallet, merchant, or other provider. Nor does it promise a particular refund method or a funds-availability date.
BSP and the Anti-Money Laundering Council (AMLC) are not represented here as routine refund approvers or as parties that return customer funds. A relevant regulatory or legal process is separate from Fu-Lu support’s handling of a request. Fu-Lu’s pending BSP application does not establish regulatory approval or supervisory status.
These operational estimates do not extend, replace, or suspend any deadline or remedy imposed by applicable law.
9. Philippine consumer rights and escalation
Nothing in this draft excludes, restricts, or waives mandatory rights or remedies under applicable Philippine law, including applicable consumer-protection and financial-consumer-protection laws. The cancellation rule, provider conditions, and investigation estimates remain subject to those rights.
There is no blanket no-refunds rule and no requirement to abandon a legitimate issuer or card-network dispute, complaint to a competent authority, or court remedy. Contacting Fu-Lu support does not require you to let a lawful reporting deadline expire.
For a complaint involving a BSP-supervised institution, BSP’s published Consumer Assistance Mechanism is a second-level route after raising the concern with that institution. Whether this or another authority’s process applies depends on the actual service and provider; this draft does not assert that Fu-Lu’s pending application makes every Fu-Lu complaint eligible.
If you disagree with an outcome, ask support to explain the findings and the treatment of the transaction amount and each disputed fee, and identify any applicable provider or escalation route.
10. Review and related information
This is an unreviewed draft, not a statement that a refund has been approved or a replacement for advice from a qualified Philippine lawyer. The owner-confirmed legal operator disclosures appear above; registration identifiers are not published at the owner’s request, and a complete registered address has not been supplied for publication. Exact live-service coverage, remaining operator details, provider arrangements, and the relationship between the time estimates must be settled before final commercial terms are issued.
Use the links below to read the Terms and Conditions or contact Fu-Lu. Any future revision must continue to preserve mandatory rights; a later change cannot remove a remedy that the law preserves.