This article applies to deposits made via your Virtual Bank Account — when you send a bank transfer to your Kosh virtual account details.
Why do deposits get refunded?
VBA deposits may be refunded by our banking partners for one or more of the following reasons:
Transaction flagged by the partner's monitoring system The payment may have been flagged based on the partner's internal risk rules — for example, the amount, payment pattern, or counterparty. These decisions are made automatically by our banking partners under their own compliance policies.
Missing or insufficient payment reference or documents For larger or business-related deposits, partners may require a clear payment reference or supporting documentation such as an invoice, contract, or proof of funds. If these are not provided when requested, the partner may refund the payment rather than process it.
Temporary technical issues Occasional disruptions in a partner's systems or the banking network may result in a payment being returned to the originating account rather than remaining in an incomplete state.
Kosh cannot override these decisions. They are made by our banking partners under their own compliance and risk frameworks.
Will I lose my money?
No. Your funds are safe. When a deposit is refunded, the money is returned to the originating bank account that sent the transfer. It will reappear in your bank statement once the refund has finished processing.
How long does a refund take?
Refunds typically take 3–5 business days to appear in your originating bank account. The exact timing depends on the banking rails involved and your bank's internal processing times.
If you have not received the refund after 5 full business days, contact us at [email protected] with the following:
Your bank transfer reference or transaction ID
The date, amount, and currency of the payment
The virtual bank account details you used
What should I do next?
Do not immediately resend the same payment with the same details
Check your email and in-app notifications — we or our partners may have requested additional documents
Prepare supporting documents (invoice, contract, or proof of funds) if the payment relates to business activity or a large transfer
Contact [email protected] if you are unsure why your deposit was refunded or what to change before trying again
Having your transaction ID and bank payment confirmation ready will help us resolve your case faster.