Introduction

PAY.COM (available from: www.pay.com.) is provided by SafeCharge (Cyprus) Limited. SafeCharge Limited is an authorised electronic money institution regulated by the Central Bank of Cyprus. SafeCharge Limited’s licence number is 115.1.3.9 and its main office is at 148 Strovolos Avenue, Strovolos, 2048, Nicosia, Cyprus. The registered address is 9 Kafkasou Street, Treppides Tower, Aglantzia, 2112, Nicosia, Cyprus.

These terms and conditions form part of a LEGALLY BINDING AGREEMENT between you and SafeCharge Limited (“PAY.COM”, "we" and/or "us") in relation to the use of your account, any physical card and/or ancillary service. By registering for your account, you agree that you understand, accept and shall comply with these terms and conditions, the policy on cookies, the privacy policy, the table of fees and limits, the statement on copyright and any amendments to them as notified to you, and any other document which you are required to accept in connection with the provision of the account (together, the "Agreement").

These Terms and Conditions may change from time to time. Notice of the change will be published on www.pay.com. If they do change you will have the right to inform us that you wish to redeem the funds from your account because of the proposed changes. No fee will be applied to the redemption if you decide that you don’t want accept the new terms and conditions.

If you don’t respond to the notice of the proposed changes, or proceed in accordance with the revised terms, we’ll take this as acceptance of the new Terms and Conditions, but we’ll contact you to tell you that we’ve taken your inaction as acceptance. The latest version of these Terms and Conditions and the related documents is available from: www.pay.com.

Please make sure you fully understand the contents of the agreement. If you do not agree with any parts of the agreement, you must notify us immediately and you may not use the services offered by us nor continue with the process of application and registration. An account may only be issued to a natural person over the age of eighteen, who resides in a jurisdiction that is within the European Union and who holds an active mobile telephone number. We would like to help you to use PAY.COM in the safest way possible, so this document contains some advice and rules for using PAY.COM and related services.

These Terms and Conditions are applicable to consumers that wish to use PAY.COM. If you wish to use PAY.COM in a capacity other than as a consumer, please contact Customer Support.

The headings and sub-headings below are for reference only and do not limit the scope of each section. In this document, unless the context requires a different interpretation:

  • the singular includes the plural and vice versa;
  • "including" is understood to mean "including without limitation"; and
  • reference to any statutory, agreement, term, condition or other provision includes any modification or amendment of it.
1. Your account

1.1 You are required to read and accept these Terms and Conditions before the agreement can be deemed to have been made and account can be created for you.

1.2 By agreeing to these Terms and Conditions you confirm that you are eighteen years of age, or older, and that you have the legal capacity to enter into legally binding agreements under applicable law.

1.3 Agreeing to these Terms and Conditions also constitutes acceptance of the agreement and confirmation that all of the information provided by you to us in connection with the agreement is true, accurate and not misleading.

1.4 Your account is issued by us in our capacity as an authorised Electronic Money Institution and any virtual or physical card is/are issued by us under licence from Mastercard. Upon the conclusion of a valid agreement, you will be granted a limited licence to use the account. The account shall remain the property of PAY.COM at all times. The account is not transferrable.

1.5 Following registration of your account, your account may be funded in accordance with the rules set out in the agreement and the applicable limits set out in the Table of Fees and limits.

1.6 We, at our sole discretion, may refuse to issue an account and/or a virtual and/or physical card or to issue a replacement for any of the aforementioned where we have reasonable grounds to believe that doing so would facilitate a breach of the agreement or would not be conducive to the conduct of business in an orderly and/or compliant manner.

1.7 You may request a currency account denominated in British Pounds Sterling or in Euro. You can have a maximum of two currency accounts: one in Euro (€) and one in GBP Sterling (£). You may not hold two currency accounts denominated in the same currency.

1.8 Your account and any card connected to it are issued to you for use by you only, and it/they should not be used by any other person. If we determine that your account(s) is/are being used by any person other than you, we may suspend, deactivate and/or close it/them. Your account must only be used in accordance with these Terms and Conditions. Third parties are not permitted to register or otherwise acquire or operate an account on your behalf. You may not fund your account with a card that is not in your name.

1.9 PAY.COM is not a bank and does not act as a trustee, fiduciary or escrow holder in respect of your account balance or the funds thereon. You acknowledge and agree that PAY.COM accounts are not insured and that you are not eligible, to nor will PAY.COM, SafeCharge, its agents or affiliates, pay you any interest on your balance on your account.

1.10 In the unlikely event that SafeCharge Limited becomes insolvent, there is a risk that you may lose the balance on your account. However, we have taken all steps that we deem necessary, and in compliance with applicable law, to ensure that your account balance or the equivalent value is held in such a manner that it is protected against claims from SafeCharge Limited’s other creditors. In particular, we have arranged for a value equivalent to your account balance to be segregated and held on a trustee basis with a third party bank.

1.11 You must ensure that the balance on your account is sufficient to meet the value of any transaction (including any value added tax (VAT) and any other taxes or charges that apply in respect of a transaction) that may be debited from your account. Each time you carry out a debit transaction and/or a chargeable transaction, the balance on your account will be reduced by the complete amount of that debit transaction and the value of any applicable charge or fee (including any VAT, and any other taxes or charges that apply in respect of the transaction).

1.12 It is your responsibility to check your account balance regularly. You can check your account balance on the website, via the mobile application or by contacting Customer Support.

1.13 You must not use, or attempt to use, your account where the value of the proposed transaction (including any VAT and any other taxes or charges that apply in respect of the transaction) exceeds the balance on your account, or where your account has expired, been terminated or suspended. If, for any reason, a transaction (including any VAT and any other taxes or charges that apply in respect of the transaction) is processed which is greater than your account balance, you must repay us the amount in excess of your account balance amount in full within 14 days of being notified by us. We reserve the right to take all steps necessary, including taking legal action, to recover the outstanding funds.

1.14 Some on-line merchants will not deduct payment from your account balance until such time as the goods are dispatched. Please be conscious of any potentially outstanding transactions of this nature when examining your account balance and ensure that sufficient funds are available on your account to satisfy the costs associated with any pending or future transactions.

1.15 When you make a payment using your account, the amount of the transaction (including any VAT and any other taxes or charges that apply in respect of the transaction) will normally be deducted from your account balance immediately. In accepting these Terms and Conditions you acknowledge that we are not obliged to carry out transactions or debit your account pursuant to particular transactions in any particular order.

1.16 You will be responsible for all transactions which you have authorised on your account.

1.17 We will correct any error that we make in relation to your account balance.

1.18 We shall accept no liability and are not responsible for any loss arising if you do not have sufficient funds available to complete a transaction (including any VAT and any other taxes or charges that apply in respect of the transaction).

1.19 You are entitled to request a copy of these Terms and Conditions in a durable form. You may also view the Terms and Conditions (as amended) online at any time during which this agreement remains in force.

1.20 Your account may not be used for illegal transactions or to buy illegal goods and/or services. You should ensure that any transactions that you enter into online are not infringing any domestic or local laws and/or regulations.

1.21 You are specifically prohibited from using the account and associated Mastercard numbers:

(i) For any illegal purpose including without limitation in a manner which is contrary to laws, statutes or regulations concerning money laundering, fraud, the financing of terrorism, unlawful gambling, criminal activity, financial services, privacy, data protection, consumer protection and/or or any alternative payment method and/or card scheme rules.

(ii) In a manner that may be considered as an abuse or circumvention of your relationships and applicable usage restrictions with the respective merchants or your bank.

2. Our Obligations and Applicable Limits

2.1 If you believe that your PIN or account password have been compromised or obtained by any other person you must notify Customer Support as soon as possible. If you do not inform Customer Support promptly, you may be liable for losses that may arise.

2.2 We are firmly committed to meeting our obligations related combating money laundering and the financing of terrorism. We maintain and follow a strict ‘Know Your Customer’ policy and apply additional validation checks as may be applicable from time to time. The policy and checks are affected by applicable anti money laundering and terrorist financing rules and regulations and as such may change from time to time and may differentiate between types of accounts, activities etc. Certain activities and monetary limits and volumes may only be allowed once you have passed the ‘Know Your Customers’ checks by providing us with the identification documents. We will also take steps to validate the information that you provide to us. This may include comparing the information and documents that you provide to use with that available from commercially available resources and service providers. Information on limitations and required documentation will be provided to you. From time to time we may ask from you to confirm elements or all of the information or for additional or different information. We may also ask for documentary evidence to validate the information that you have provided.

2.3 Once You have accepted these Terms and Conditions You may fund or increase the balance on Your Account. There are limits on the amount and frequency with which you may increase the balance on Your Card. These limits vary depending on the type of card that you have.

2.4 In furtherance of our compliance with laws and regulations related to money laundering, the financing of terrorism, international tax reporting and scheme rules, we have imposed certain thresholds and limits on certain activities. Some of these limits may be raised by providing additional documentation and/or information. These thresholds and limits are applied to the amount of funds that can be added to an account, that can be spent, and that can be withdrawn. There are daily, weekly, monthly and annual limits.

2.5 These thresholds are subject to change and may be examined in the Table of Fees and limits.

2.6 We reserve the right to request evidence of your identity, address, source of funds, source of wealth or other information at any time. Your account may be suspended and/or terminated if you do not provide the information that is required.

2.7 Your account balance may be increased by using a debit or credit card, by adding funds from your bank, by receiving funds from other PAY.COM users, or by using such other means as are available from time to time.

2.8 Funds from transactions with debit or credit cards will usually be added to your balance within ten minutes. You may only add funds using a card that is in your name. Funds from your internet banking facility will usually be available within three to five business days. These timelines are indicative only. We cannot guarantee that your account will be credited within a particular timeframe. When transferring funds from a bank, it is vitally important to enter your customer number as a payment reference. The payment reference that should be used is the account that you wish to credit.  

2.9 If the funds received are in a different currency to your PAY.COM account, any applicable currency conversion rate applied by the financial institution and any associated charges will be applied in addition to the applicable fee(s) set out in the Table of Fees and limits. The remaining amount will be credited to your PAY.COM account.

2.10 If you make a transaction in a currency other than the currency in which your account is denominated, and subsequently receive a refund, the amount refunded may be more or less than the amount of the initial transaction if there has been a change in the comparative exchange rates. Transaction fees may also be payable. Consider the restrictions on your account and determine if it is necessary to apply for a card with higher limits when engaging in transactions.

2.11 Any transaction in a currency other than the currency in which the account is denominated will be converted at a rate of exchange that will be illustrated in the transaction history.

3. Authorisation of Transactions

3.1 Account Transactions are regarded as authorised where you authorise the transaction by following whatever instructions are provided by the merchant.

3.2 Once you have authorised a transaction you cannot discontinue that transaction.

3.3 Statements illustrating transactions and charges are available from the website and application. These statements can be printed and retained by you.

3.4 When you use your account to purchase goods and/or services, the transaction will be subject to the terms and conditions of the retailer of such goods and/or services and/or by any payment service provider or processor. Additional charges may apply in respect of such purchases. We do not provide any warranties, representations, conditions or guarantees with respect to retailers’ goods and/or services or such transactions. You should carefully review the Terms and Conditions of any such retailer, payment service provider or processor before making any purchase, making any transaction or entering into any contract. This should include any terms affecting your eligibility to do so in these terms and conditions or elsewhere.

3.5 In some circumstances a merchant or PAY.COM may require you to have an account balance in excess of the value of a proposed transaction in order to proceed. When your card is used to enter into a transaction with certain merchants (including some bars and restaurants), an additional amount (typically 10% to 20% of the value of the purchase price) may be deducted as an anticipated service charge or tip. When a physical card is used to purchase fuel at an automated fuel pump, a minimum amount which may be in excess of €100 (or the Sterling equivalent) may be temporarily deducted from your balance. This additional balance is required to ensure there are sufficient funds available to meet the ultimate cost of the fuel. It may take up to ten days from the date of the transaction for these additional deductions to become available.  Only the actual amount of the final bill agreed between you and the merchant will be permanently deducted from the account. For further information please refer to the frequently asked questions section available at www.pay.com.

4. Charges and Fees

4.1 A number of fees and charges are applicable to the account. These are set out in the Table of Fees and Limits. The Table of Fees and Limits is available from www.pay.com.

4.2 We will charge you the fees illustrated in the Table of Fees and limits or as specifically indicated in this agreement in relation to activity (or lack thereof) on your account. You are personally responsible for the payment of all fees and charges owed to us. Fees and any other funds owed to us will be deducted from your account. By accepting these Terms and Conditions, you specifically authorise us to make such deductions.

4.3 Fees may be amended; revised or new charges may be introduced from time to time.

4.4 If there are not sufficient funds in your account to pay fees, charges or other dues owed to us, you must pay us the monies owed by an alternative means within three days of our notice to you. All bank transfers and charges of settlements described in this section shall be borne solely by you. Failure to pay the fees on or by the due dates will entitle us to exercise remedies, including but without limitation to, the right to interest at the maximum rate permitted by applicable law.

4.5 Changes to the reference interest rate or to the exchange rate shall apply immediately, without prior notice. We are not responsible for any charges or fees that may be imposed by merchants and in this respect, no liability will be borne by us. We encourage you to familiarize yourself with any such charges or fees and determine whether you wish to proceed with the particular transaction.

4.6 It is possible to redeem at any time at par value. There is no minimum threshold for redemption. A proportionate and cost-based fee may be applied.

5. Security

5.1 You must take all available reasonable steps to prevent the account, account password, physical cards, and card numbers (whether virtual or physical), CCV numbers, and card PIN from being lost, stolen, compromised and/or obtained by another person. You should never keep your card PIN with the card or disclose your card PIN or account password. We’ll never ask you for this information and you must never make this information available to any person.

5.2 You must not allow anyone else to use your account, account password, virtual card, physical card or card PIN. You must immediately inform Customer Support if your account has been lost, stolen or compromised, or you know, or think that someone else is using, or has tried to use your account or card.

5.3 You may only disclose the card number to third parties in order to carry out a legitimate transaction.

5.4 Your account and any associated card remains the property of SafeCharge Limited. If we ask you to return the physical card, you must return it to the address that will be provided to you.

5.5 If any change to your personal information and/or contact information including; mobile telephone number, postal address, and/or email address is required, you must contact Customer Support immediately. You can change certain details on the www.pay.com website and on the application. For compliance and security reasons, is not possible to update your residential address via the website. You may be required to provide documentary evidence to support the change e.g. we may request new documents evidencing a change of address. We do not accept responsibility for losses or injury arising from inaccurate or incorrect information supplied by you. We reserve the right to terminate your account if the details provided by you are untruthful and/or inaccurate or if you fail to inform us of a material change.

5.6 If Customer Support suspects there to be a threat to the security of your account, or that a fraud is being perpetrated on the account, account password, physical card, virtual card, or PIN and Customer Service consider it reasonably necessary, Customer Support may at any time suspend, restrict or cancel the account and/or refuse to replace the account. Customer Support will make reasonable efforts to inform you before taking this action. You may request that the suspension be lifted by contacting Customer Support.

5.7 There is no obligation upon Customer Card to prevent and/or detect fraud.

5.8 Unfortunately, we cannot guarantee that you will always be able to use your account, and we do not accept any liability for any loss or injury arising from such circumstance.

5.9 Consider that certain devices (computers, tablets etc.) and/or internet browsers have ability to store and/or save certain information related to your activity. This functionality is often referred to as ‘cookies’. We recommend that you disable this functionality when accessing your account.

5.10 Our service does not support older internet browsers.

6. Lost and Stolen accounts or Cards

6.1 Any person who enters the correct account username and password or who provides us with the correct answers to security questions will be able to access your account. We shall be entitled to treat any transaction conducted by a person or persons entering or providing such information as the authorised account holder and we are not responsible for any loss or damage arising therefrom

6.2 Your account should be treated as if is a cash wallet and kept safe. If the wallet is lost or stolen or compromised, you may lose some or all of the value on the wallet and the account associated therewith, in the same way as if you had lost a wallet or purse that contained cash.

6.3 You may be asked to give certain information to Customer Support so that they can be assured that they are speaking to the authorised account holder. You may also be asked to help us, our agents or the police or other law enforcement agencies, if your account is stolen or compromised and/or we (or another competent agency) suspect that there has been fraud or misuse. Similar measures apply where you have informed us that you wish to raise a dispute in relation to a transaction.

6.4 If you are concerned or suspect that your card or any element thereof has been compromised, you must immediately order a replacement card. If you are concerned or suspect that your account or any element thereof has been compromised, you must immediately change your password. You must notify us of any such concerns or suspicions immediately.

6.5 Where you have notified us that your physical card has been lost, stolen and/or compromised, and that card is subsequently found, or where the card is damaged or does not work correctly, you should notify Customer Support immediately. You should then cut the card through the magnetic strip, and then through the chip and dispose of each piece separately.

6.6 The replacement card fee (please see the Table of Fees and limits) will be deducted from your account balance. Where the account Balance remaining on the account is less than the replacement account or Card fee, then we reserve the right;

(i) Not to reissue a replacement account or card, or

(ii) To deduct the relevant fee from your next funding.

7. Term, account Expiry, Cancellation, Termination and Repayment

7.1 This agreement (and, for the avoidance of doubt, the constituent elements thereof, as may be amended) shall endure and shall not expire unless it expires, or is terminated in accordance with the terms of the agreement.

7.2 The expiry date for your virtual Mastercard is available in your account. The physical card’s expiry date is on the front of the physical card. A Mastercard number cannot be used after the expiry date. This should be considered the provisional termination date of the agreement. The agreement may be terminated before this date in accordance with these Terms and Conditions.

7.3 When a Mastercard number expires, a new Mastercard number will generally be issued to you in the month of the expiry date. A new number will not be issued where:

(i) You request otherwise at least forty five days in advance of the expiry date; or

(ii) You have not made any transactions for a consecutive period of twelve months at a point in time forty-five days in advance of the expiry date.

7.4 You should destroy cards that have expired in the manner prescribed above.

7.5 You may cancel your account at any time. To cancel an account and request repayment of your account balance (redemption), please contact Customer Support.

7.6 You may at any time during the term of this agreement request repayment of your account balance. Please contact Customer Support to request redemption. You can also request this repayment from our website or mobile application. Redemptions are paid to an account in the name of the account holder. If you do not have a bank account in your name, please contact Customer Support to discuss alternative repayment arrangements.

7.7 We retain the right, in accordance with our legal obligations, to require you to submit suitable and valid identification documentation prior to the processing of any redemption.

7.8 If any account has no funds in it for a continuous period of twelve months, we may cancel the account upon providing you with two months' written notice.

7.9 If the account has an account balance, but is not funded or used for a period of nine months, we may cancel the account after giving you two months' written notice. If there is no activity on the account for nine months, we will normally contact you by email to determine whether you wish to cancel your account and reclaim your account balance.

7.10 If your account has not been used for a period of nine months, we will begin to deduct an inactivity fee from your account balance. This level of fee applied is specified in the Table of Fees and limits. This fee reflects the costs associated with maintaining the account.

7.11 We reserve the right to terminate or suspend your entitlement to use the account. Notice thereof may be served in writing, by post, e-mail, text message, by telephone or other means (whether electronic or otherwise).

7.12 Your account may be terminated by us at any time subject to giving you at least two months’ written notice.

7.13 Your account may be terminated upon a shorter written notice or without notice in any of the following circumstances:

a. If you breach any provision of this agreement (including but not limited to your representations and obligations) or any other provision applicable to our relationship;

b. If you fail to provide us with information that we require for the purposes of an investigation or compliance with our legal and/or regulatory obligations.

c. If we discover that any of the information that you provided to us was materially incorrect;

d. If you become bankrupt;

e. If we have reason to believe that you are in violation of any applicable law or regulation;

f. If we have reason to believe that you and/or your account are in any way involved in any fraudulent activity, money-laundering, the financing of terrorism, tax evasion or other criminal activity;

g. If we have reason to suspect your account has been compromised or is being used without your authorisation; and/or

h. If we are requested or expected to do so in compliance with guidelines set forth by regulators, authorities, courts and government bodies having jurisdiction.

7.14 Termination of your account for any reason shall mean the immediate termination of any virtual and/or physical cards associated therewith.

7.15 Upon the termination of the account for any reason, you shall immediately pay us all amounts owed by you under the agreement, and your rights to use the account and any other rights granted hereunder shall immediately cease.

7.16 Upon any termination of this agreement for any reason, all provisions regarding indemnification, warranty, liability and limits thereon, and confidentiality and protection of proprietary rights and trade secrets, and any provisions which expressly or by their nature are required to survive such termination in order to achieve their purpose, shall so survive until it shall no longer be necessary for them to survive in order to achieve their purpose.

8. Restricted Activities

You may not, in connection with your use of our website, your Account, or the Services, or in the course of your interactions with PAY.COM:

8.1 Breach this Agreement (including, without limitation, open multiple PAY.COM accounts or breach any other agreement that you have entered into with us or any associated policy, term or condition);

8.2 Breach any law, statute, contract, or regulation (including, without limitation, those governing financial services and measures designed to combat money- laundering and the financing of terrorism);

8.3 Infringe PAY.COM’s or any third party's copyright, patent, trademark, trade secret or other intellectual property rights, or rights of publicity or privacy;

8.4 Act in a manner that is obscene, defamatory, libellous, unlawfully threatening or unlawfully harassing;

8.5 Provide false, inaccurate or misleading information;

8.6 Fail to provide us with further information about you, your sources of wealth, source of funds or information on activities that we may reasonably request;

8.7 Refuse to cooperate with an investigation or to provide evidence of your identity or evidence to support any other information you provide to us;

8.8 Attempt to "double dip" or undertake any action which could amount to unjust enrichment during the course of a dispute by receiving or attempting to receive funds from both PAY.COM and the seller, bank, or credit card company for the same transaction;

8.9 Use an anonymous proxy;

8.10 Control an Account that is linked to another account that has engaged in any of these restricted activities;

8.11 Conduct your business or use the services in a manner that results in, or may result in, complaints, disputes, claims, reversals, chargebacks, fees, fines, penalties and other liability to PAY.COM, a user, a third party or to you;

8.12 Disclose or distribute another account holder’s information to a third party;

8.13 Take any action that imposes an unreasonable or disproportionately large load on our infrastructure;

8.14 Facilitate any viruses, Trojan horses, worms or other computer programming routines that may damage, detrimentally interfere with, surreptitiously intercept or expropriate any system, data or information;

8.15 Use any robot, spider, other automatic device, or manual process to monitor or copy our website without our prior express written permission;

8.16 Use any device, software or routine to bypass our robot exclusion headers, or interfere or attempt to interfere, with our website or the services associated therewith;

8.17 Copy, reproduce, communicate to any third party, alter, modify, create derivative works, publicly display or frame any content from the PAY.COM and associated parties’ website(s) without our or any applicable third party’s written consent;

8.18 Take any action that may cause us to lose any of the services from our internet service providers, payment processors, or other suppliers;

8.19 Use the service to test debit card behaviours;

8.20 Reveal your account password to anyone else, nor may you use anyone else's password, and/or;

8.21 Do, or omit to do, or attempt to do, any other act or thing which may interfere with the proper operation of the service or activities carried out as part of the services.

9. Actions by PAY.COM

9.1 If we have reason to believe that you have engaged in any restricted activities set out above, we may, but are not obliged to, take various actions to protect PAY.COM, a user, a third party, or you from reversals, chargebacks, claims, fees, fines, penalties and any other loss or damage. The actions we may take include but are not limited to the termination of your account and any associated cards.

10. Disputed Transactions, Non-Execution or Defective Execution

10.1 If you wish to raise a dispute in relation to any transaction (except where you have reason to believe that your account, or any element thereof has been compromised) we recommend that you contact the merchant initially, as this may lead to a quicker resolution of the matter.

10.2 If the matter cannot be resolved by communicating with the merchant, you must contact Customer Support as soon as is possible (and in any event no later than thirteen months from the date of the disputed transaction).

10.3 In order for us to investigate a disputed transaction, we may to request that you provide additional information and a statement signed by you in relation to the matter within ten days of our request for same.

10.4 We reserve the right to take whatever action we consider necessary against any party that we believe has made, or is making a fraudulent claim that an unauthorised transaction has taken place, regardless of whether such a party has received a refund.

10.5 If we have reason to suspect fraudulent or negligent behaviour on your part, we will not issue you with a refund immediately.

10.6 If any investigations by us yield the conclusion that any disputed transaction was in fact duly authorised, and an immediate refund was initially made by us which you were not entitled, we shall deduct the amount of the disputed transaction from your account balance or seek from you repayment of any amount refunded to you. We reserve the right to have recourse to all legal means to recover such funds.

10.7 We shall not be liable for your failure to execute, or for the defective execution of a transaction. We shall, upon your request, make reasonable efforts to recover the funds involved in such transaction and shall notify you of the outcome of our efforts.

11. Complaints

11.1 If you have a complaint about your account, please contact Customer Support so that they may investigate the matter. Customer Support can explain complaints are managed upon request. The Customer Support complaints procedure can also be obtained by emailing Customer Support. The information is also available on the website and application.

11.2 You will be asked to submit the details of your complaint to Customer Support in writing.

11.3 If Customer Support is unable to resolve your complaint to your satisfaction you may contact the Financial Ombudsman Service (FOS) in Cyprus, by writing to them at P.O BOX: 25735, 1311 Nicosia, Cyprus, or calling them on +357 22848900. In some instances, the FOS may not be empowered to act in relation to the matter. In some circumstances, you may be entitled to contact the regulator or ombudsman in your jurisdiction.

11.4 PAY.COM is committed to adhering to guidance issued by local regulators for conduct of business rules.

11.5 Following these complaint procedures will not affect your legal rights.

12. Assignment

12.1 The account, the agreement, any part thereof and/or any rights or obligations arising thereunder may not be novated, assigned, outsourced or transferred by you without our advance written consent. Any assignment or transfer in violation of the aforementioned provisions shall be deemed null and void ab inito.

12.2 We may allow any person to take over any of our rights and/or duties under the agreement. You authorise us to give that person or persons or its or their agent(s) any financial or other information about you. References to the term ‘us’ in the Agreement include SafeCharge Limited’s successors and assigns.

13. Changes to the Agreement

13.1 We may at any time change any of the provisions contained in the agreement by giving the you at least two months’ notice in writing, by post, e-mail, text message or other means (whether electronic or otherwise). Changes which have no effect on your rights or which are required by applicable law or regulation may come into effect immediately and/or without notice.

13.2 In the event of us notifying you of a change, you may cancel your account and immediately terminate the Agreement without having to pay any charges for doing so by advising Customer Support in writing. If you do not notify us of any objection to the change before the change is due to take effect, or if you object yet continue to use the account you will be deemed to have accepted such change.

13.3 We may, acting reasonably, suspend, cancel, add, modify or delete any feature offered in connection with an account.

14. Our Liability

14.1 Subject always to the disputed transactions provisions above, we shall not be liable to you for any direct or indirect loss or damage (other than that which cannot be excluded by law) you may suffer as a result of your use or inability to use your account and/or the usage information we provide in relation thereto, or any loss or damage you suffer as a result of a third party using your account. We do not bear any responsibility for errors committed by merchants or ATMs. We will not be obliged to enter into any dispute arising between the account holder and a merchant or bank and, moreover, a dispute with a merchant or bank does not absolve the account holder from complying with regulations governing the use of the account and the current Terms and Conditions.

14.2 We shall not be liable to you for any loss or damage that arises from matters beyond our reasonable control, or from any of your instructions not being sufficiently clear, your transaction not being successfully completed, any failure by you to provide correct information or our taking any action required by any Government, Federal, European or State or regional law or regulation or Court Order. We shall not be liable hereunder for any direct or indirect damage hereunder in any circumstances.

14.3 By entering into this agreement you acknowledge and agree that we shall have no liability, either directly or indirectly, in relation to any decision, action or omission of a network or telecommunications providers, card scheme, acquiring bank or alternative payment method provider or regulatory authority including without limitation where the funds held with such entities become unavailable due to Government actions, such entities becoming bankrupt or insolvent and otherwise, save if and to the extent that such decision, action or omission is made as a direct result of our breach of the agreement.

14.4 We cannot guarantee that a merchant will accept your account or that we will authorise any particular transaction. We shall not be liable for any direct or indirect loss or damage you may suffer in the event that a merchant refuses to accept your Mastercard number or card (in whole or part), or if we cancel or suspend your account in accordance with these Terms and Conditions. We shall not be liable if we are unable to perform our obligations under this agreement due (directly or indirectly) to the failure of any machine, data processing, system or transmission link or to industrial dispute, altered or new legislation or license requirements or any other matter which is outside our control or the control of the our agents or contractors.

14.5 Without prejudice to the above, we shall not be liable for any indirect, special, incidental, or consequential damages of any kind.

14.6 Without prejudice to the above, any liability we may have to you under this agreement will not exceed aggregately and for the duration of this agreement, the amount of the fees paid by you to us in the three month period prior to the liability arising.

14.7 The above exclusions and limitations shall apply to any liability of our affiliates, or other suppliers, contractors, agents or distributors and any of their respective affiliates to you which may arise in connection with these Terms and Conditions. Nothing herein shall limit our liability to you for death or personal injury arising out of our negligence or fraudulent misrepresentation or misstatement or insofar as any limitation or exclusion of liability herein is prohibited by law.

15. Your Liability to Us

15.1 By agreeing to these Terms and Conditions, you confirm that they you personally liable for the use of the account.

15.2 To the extent permitted by law, you will be liable to us for and agree to indemnify us and hold us harmless, upon demand, from and against any and all actions, claims, costs, damages, demands, expenses, liabilities, losses and proceedings we directly or indirectly incur or which are brought against us to the extent directly or indirectly arising out of or in consequence of or in connection with your fraudulent behaviour, negligence, misuse of your account or card, breach or failure to comply with the provisions of the agreement and any third party claim resulting from or in relation to you including the costs of any legal action taken to enforce these Terms and Conditions.

15.3 We shall not be bound to recognise the interest or claim of any person other than the account holder in respect of the account balance on the account, nor shall we be liable in any way for failing to recognise such interest or claim (except as required by law).

15.4 No claim by you against a third party may be the subject of a defence or counterclaim against us.

15.5 Maximum effect: The laws of certain countries and jurisdictions may not allow some or all of the above disclaimers, exclusions, or limitations and they may not apply to you in which case only the limitation which are lawful in your country or jurisdiction will apply to you and our and our affiliates' (and our and their respective employees, directors, agents and representatives) liability is limited to the extent permitted by law.

15.6 Limitation of Actions: To the extent permitted by applicable law, any claims arising by you out of this agreement must be brought within twelve (12) months after you learned and otherwise must be brought within the time limit specified under the relevant law.

15.7 Merchants and Other Third Parties: We are not responsible and we disclaim any and all liability for the performance or behaviour of third parties, including but not limited to other account users and merchants. This also means that we are not responsible for the content or privacy practices of merchant sites, nor to the merchant’s products and services, marketing efforts and publications, refund policies, supply and delivery practices, complaints and dispute policies, fees and charges, compliance with applicable laws etc.

16. Intellectual Property

16.1 You hereby acknowledge and agree that all information, content, graphics, text, sounds, images, buttons, trademarks, trade names, logos and other materials contained on the website and mobile application, or used in connection with the account and included intellectual property are exclusively owned by us or our affiliated companies or licensors and are protected by copyright and other intellectual property laws.

16.2 You are granted a limited licence solely for your own personal non-commercial use to refer to, bookmark or point to any page within the website and application and, to download the materials contained on the website to a single personal computer and to print a single hard copy of the materials for your own personal reference, provided however that all copyright, trademark and other proprietary notices are left intact. Any other use of the materials in the website without the prior written permission by us is strictly prohibited and is in violation of our proprietary rights.

16.3 Safecharge and PAY.COM are trademarks, trading names, trade dress and/or service marks of Safecharge Limited and our affiliates and subsidiaries.

16.4 Other marks, graphics, icons, names and logos used or displayed on or through the website and service and the describes or offered products or services are trademarks, trade dress and/or service marks of us and our affiliates and subsidiaries or otherwise are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by us.

16.5 No license is granted to you in the agreement, either expressly or implicitly, to use any of the aforementioned, in whole or in part, without our and the respective owner’s prior written permission. 

17. Disclaimer

17.1 You acknowledge that use of the account is at your sole risk. The account is provided on an “as is” and “as available” basis. To the maximum extent allowed by applicable law, we expressly disclaim any and all warranties of any kind, whether express, statutory or implied by law, custom or otherwise, including without limitation any warranty of availability, merchantability, satisfactory quality, non-infringement and/or fitness for a particular purpose. We make no warranty regarding any goods or services purchased or obtained through the account or any transactions entered into with the account. We make no warranties or representations about the accuracy or completeness of the respective website, service and products or that the respective website, account and products will be uninterrupted, timely, secure, or error free or that defects in the operation or functionality will be corrected.

17.2 We may at any time, and from time to time, where due to technical, security, maintenance, administration or other reasons temporarily suspend use of an account for such period as we may require without incurring any liability to you. To the extent permitted by law, we shall not, under any circumstances, be liable to you for any loss or damage, whether direct or indirect or for consequential loss or any inconvenience, arising in respect of any failure by any merchant to provide an account or use of an account to you.

17.3 You acknowledge the electronic nature of the account and service to be supplied hereunder, and the inherent risk that communications by electronic means may not reach their intended destination or may do so much later than intended for reasons outside of our control. The provision of services shall at all times be subject to our respective agreements with the acquiring banks, alternative payment method providers, card schemes, any other relevant payment provider or other third party and the performance and availability of such entities. We accept no responsibility for service levels provided by the aforementioned.

18. General

18.1 No Waiver: No failure or delay by a party to exercise any right or remedy provided under this agreement or by law shall constitute a waiver of that (or any other) right or remedy, nor preclude or restrict its further exercise. No single or partial exercise of such right or remedy shall preclude or restrict the further exercise of that (or any other) right or remedy; and will not be construed as a waiver of any subsequent breach or default under the same or any other provision of this agreement.

18.2 Entire Agreement: This agreement, its schedules and all constituent documents and documents referred to, constitute the entire agreement between the parties with respect to the subject matter hereof, and supersede and cancel all prior understandings, agreements and discussions between them, oral or written, with respect to such subject matter.

18.3 Severability: All the provisions of this agreement are distinct and severable. If any provision of this agreement (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, unenforceable or illegal, this shall not impair the operation of this agreement or affect the other provisions which are valid.

18.4 A person who is not a party to this agreement has no rights to enforce the terms of this agreement.

18.5 Governing Law: Jurisdiction. The Agreement and all matters arising from it and any dispute arising between the parties in connection with this agreement shall be governed and construed in accordance with the laws of Cyprus. The competent courts of Cyprus shall have exclusive jurisdiction in any legal proceedings resulting or connected with this agreement, and the parties hereby irrevocably submit to such exclusive jurisdiction. However, this shall not prevent us from bringing any action in the Court of any other jurisdiction for injunctive or similar relief.

18.6 Language: Where we provide you with a translation of the English language version of the agreement, privacy policy or any other document, you agree that the translation is provided for your convenience only and does not come to modify the English version and you agree that the English language versions govern our relationship. Both parties agree to conduct all communications in relation to this agreement in English. Where we send or accept a communication which is not in English this will be done for your convenience only and will not be held to derogate from the aforementioned or as a precedent for subsequent correspondences.

19. Communications: Customer Support

19.1 Contacting you: We may send communications and notices to you at the email address, or through other communication means that you provide us. You are responsible for informing us of changes to your contact details and for checking for communications regularly and frequently. We shall not be liable for any loss arising out of your failure to do so. Any communication or notice sent by e-mail will be considered to be “in writing” and shall be deemed to be received by you upon the communication being dispatched by us. If the communication is sent by mail, shall be deemed to have been received once it enters the postal system. We reserve the right, but assume no obligation, to provide communications in paper format.

19.2 Contacting us: You may contact us at any time by contacting Customer Support by using the contact details set forth below or as published on the website.

19.3 If you have any queries, are dissatisfied with the standard of service, you think we have made a mistake in operating the account or you require further information please contact Customer Support.

19.4 Customer Support contact details:

support@pay.com

PAY.COM Customer Support

Care of SafeCharge Limited

115L, Tsarigradsko shosse Blvd.,

Building C,

Sofia 1784, Bulgaria

Date of last update to this document: September 2016

Definitions

In these Terms and Conditions, the following expressions shall have the following meanings:

Account

An account containing one or more currency accounts, which in turn, may incorporate a Mastercard© number and may also include a physical card issued to you pursuant to this agreement. In this document when we refer to an account it should be read as relating to a currency account, all currency accounts and/or the Card.

Account holder

The individual that has entered into the agreement with us in relation to the use of the account and that has been granted a limited licence to use a PAY.COM account.

Account password

The password that the account holder creates in the course of registration. This may be changed via the website. The account password is required to access the account.

Agreement

This has the meaning set out in the preamble to these Terms and Conditions.

ATM

An automated teller machine or cash dispenser bearing the Mastercard logo.

Account balance

The amount of electronic money in the currency account.

Card

A virtual or physical PAY.COM Mastercard.

Card PIN

The personal identification number for a physical card. This PIN can be retrieved by you online at www.pay.com. Certain transactions require a card PIN.

Charges

The charges and fees applicable to your account. These are set out in the agreement and in the Table of Fees and limits.

Currency account

A prepaid account in the Euro or Great British Pound (GBP) Sterling currency and associated Mastercard number which may be linked to a physical card issued to you pursuant to this agreement.

Customer Number

A number that appears on the back of the card. This number is used as a reference by Customer Support whilst they assist customers with queries.

Customer Support

An email service provided by PAY.COM’s Customer Support team. This email service addresses queries and requests from account holders in relation to the activation and use of their account.

Know your customer

The activities that we must undertake to identify our customers. This includes the verification of certain information provided to us. This may include electronic checks against databases (such as the telephone directory and electoral roll) to verify the information that you provided. It may also include engaging third party service providers to examine identification documents that you provide.

Mastercard number

The account number, associated expiry date and (in the case of physical cards) a CVV2 number associated with a Mastercard.

Merchant

A retailer or any other legal or natural person that displays the Mastercard logo and that accepts prepaid Mastercard payments.

Micro-transaction

The process whereby a small withdrawal of £1 or €1 is made from your debit or credit card account. The corresponding transaction description on your statement will contain a code. In some circumstances, it may take up to three days for the transaction and code to appear on your account. You must complete the micro-transaction procedure and enter the code on the PAY.COM website or application to verify each card that you associate with your account. Verification of some of the information that you have provided is required by law and you cannot complete the initial registration until the process has been completed.

Mobile application

The PAY.COM mobile application which may be available from your application store.

P2P

Person to person. This is a transaction that is between individuals that hold Gold or Black PAY.COM accounts.

Physical card

A contactless enabled prepaid Mastercard card linked to your account. A contactless card is one that does not have to be entered into a point of sale device to operate.

Service

An account, one or more virtual cards and, in some circumstances, a physical Mastercard including related and ancillary services.

Table of Fees and Limits

The table setting out the fees, charges and the limits on transactions that applies to your account. The content of the table and the applicable fees and limits may change. The table is available from the website www.pay.com.

Terms and Conditions

These Terms and Conditions, attachments, associated documents and those Terms and Conditions set out in any product leaflet, website, mobile application or other documentation whether or not they are in electronic form.

Fund, funding or funded

The adding of funds to a currency account.

Transaction

Any account activity conducted on your account that alters the balance of the PAY.COM account.

We, us, our or ourselves (or any other variations thereof)

SafeCharge Limited and/or any other person or entity to whom SafeCharge Limited may transfer or assign rights and/or obligations now or in the future.

Website

www.pay.com and associated websites.

You

The person entering into this agreement for the purposes of becoming the holder of a licence in relation to an account.

Introduction

This Privacy and Cookies Policy is intended for those accessing or using www.pay.com and the PAY.COM application including all displayed information and material (together“PAY.COM”) owned and/or operated by SafeCharge Limited (“we” or “us”) and describes and explains how we treat information that is received and/or collected, when received or collected, through the access or use of www.pay.com or a related application. The protection of privacy and the safeguarding of our Client's personal and financial information is our highest priority. Special attention is paid to privacy and regulations.

SafeCharge Limited is an authorised Electronic Money Institution regulated by the Central Bank of Cyprus, under License number 115 1.3.9. Where we provide you with electronic money issuer services and financial and non-financial related and ancillary services it shall be done in accordance with the respective agreement between the parties.

Accessing or using the Site

By opening an account with PAY.COM and/or accessing or using PAY.COM, you consent to and agree with the terms of this Privacy and Cookies Policy and you hereby give SafeCharge your consent to such collection, processing, storage and use of personal information by SafeCharge and certain service providers as explained herein.

IF YOU DO NOT AGREE TO THE TERMS OF THIS PRIVACY AND COOKIES POLICY, PLEASE STOP ACCESS OR USE OF PAY.COM IMMEDIATELY AND REFRAIN FROM ACCESS OR USE IN THE FUTURE.

We encourage you to review this Privacy and Cookies Policy carefully and to periodically refer to it so that you familiarize yourself with our Privacy and Cookies Policy and understand it and the subsequent changes, if any.

Some of our products and services require registration in which case you may need to provide additional information including certain personal information and this Privacy and Cookies Policy shall apply subject to the terms, conditions and privacy guidelines specific to such products and services, where available.

Why we collect the Data

You share information with us when you use our services e.g. when you create a currency account we try to use that information to improve our solutions. We use this information to comply with our legal obligations (such as laws to prevent money-laundering) and to find out which products and services you might be interested in, and what solutions we should build in the future. If you were referred to PAY.COM by an affiliate, we may gather and share information for the purposes of improving our services and assisting our affiliate.

How we collect information

Our products and services require registration. You must provide information, including certain personal information. We will always ensure that your data is obtained fairly. We will do this by providing you with the necessary information in a clear manner so that you can determine the purposes for which your information will be used at a given time. We will collect your data through a number of different channels including, but not limited to, when you:

(a) purchase products or services from us whether in online, via a mobile application or elsewhere;

(b) register your details to become a customer;

(c) submit enquiries to us or contact us generally;

(d) enter any promotions, competitions or prize draws;

(e) use any of our products or services;

(f) allow another company to share information with us and that company shares information with us;

(g) take part in market research; and/or

(h) terminate your account with Us.

(i) provide us with information and documents as part of our Know Your Customer processes

We will also collect Your Data indirectly from you when you:

(a) visit or browse our internet site, related micro-sites or other related sites;

(b) use our products or services.

Please note that our interfaces (including the application and website) gather certain data, (for example IP-address, date, time, internet browser details, cookies, geographical location and viewed pages) and that this is saved on our server. The right to conduct statistic evaluation of anonymous data sets is reserved by us.

We may also collect your data from other sources including, but not limited to: (a) fraud prevention agencies; (b) other telecommunications providers or financial institutions; (c) business directories, telephone directories, electoral registers and other commercially or publicly available sources. Should you opt to provide us with information about third parties (for example, if you provide us with contact details of another person), it is your responsibility to first secure the consent of such third party to the disclosure of information to us and our subsequent use of such information as per this policy.

How we use Your Data

Your data will be used primarily for the purposes of the administration of the PAY.COM service, the processing of transactions carried out using the service and routine account maintenance. If you were referred to PAY.COM by an affiliate, we may inform that affiliate that you have opened a PAY.COM account. However, your data may be used for a number of other purposes including but not limited to:

(a) supplying products and services that you have ordered/requested, including services that may display customised content and advertising;

(b) informing you of any service related message that may be relevant to your services;

(c) verifying that you are an authorised user of the account for security purposes;

(d) assisting us in preventing and detect fraud and other crimes;

(e) assisting you with any product or service enquiries, complaints or issues that may arise;

(f) analysing markets and producing reports, performing research and statistical analysis, and to monitoring usage behaviour to improve our technologies and services;

(g) marketing our products and services generally;

(h) informing you of any products and services offered by other companies that we think may be of interest to you, provided that you choose to receive this information;

Disclosure of Your Data

Your data will only be disclosed in limited circumstances such as where we are obliged to do so by law, or where it is shared with our partners, agents, affiliates and subcontractors who are involved in the delivery of products or services used or ordered by you.

We may share information internally as well with third parties, such as trusted suppliers, service providers, business partners, advertisers and search engines. However, unless specifically indicated in this document, such information is collected and shared without any association to your personally identifying information so that you remain anonymous.

We may share and/or transfer information including personally identifying information internally as well as with government bodies and law enforcement agencies (where lawfully instructed or required), successors in title to the respective business (i.e. if we become involved in any form of merger or acquisition) and to affiliates, partners or suppliers we engage (e.g. to process data on our behalf).

Retention of Information

Type of Record or Information Retention Period
Cookies Cookies are stored on a per session basis to aid your navigation of our web-sites. Persistent cookies may be set to store display related preferences. Depending on your browser you may also be able to control cookie use by altering your browser settings.
Transaction Year of transaction plus six years.
KYC Documents and Data Five years from the date on which the transactions were completed or the business relationship terminated.
Accessing your Information

You have a right of access to copies of your personal data kept by us. Such requests should be made in writing and addressed to support@pay.com and the subject should contain the words “Data Access Request”. You should include adequate information to identify yourself, including, name, address, account number and/or mobile phone number. We will take all reasonable steps to verify your identity before issuing your data. We may charge a fee of €6.35 for processing each request and will comply with your request as soon as is practicable and in any event it will not take longer than forty days.

You also have a right to have inaccurate information corrected. If you discover that we hold inaccurate information about you, you may instruct us to correct that information. Your instruction should be in writing to the address outlined above. Your request will be dealt with as soon as possible and will not take more than forty days.

Cookies

We may set cookies and related standard technologies (jointly: “cookies”) as you download, install, access, use or visit the PAY.COM respective components, use our online products and services or view our products and offers. We may also use third party cookies or allow third parties to set cookies. A cookie is a small amount of data which is stored on your computer or device for the purpose of identifying the browser or product during interactions. We also use cookies to track the interest and usage patterns of our users so we can achieve our goals as set forth in the “HOW WE USE INFORMATION” chapter below. You can configure your web browser not to accept cookies, although this may affect how you see and are able to use the website and online products and services. You can also learn more about cookies by visiting www.allaboutcookies.org which includes additional useful information on cookies and how to block cookies using different types of browsers.

You can also learn more about cookies by visiting www.allaboutcookies.org which includes additional useful information on cookies and how to block cookies using different types of browsers.

Cookies are typically divided into four main types, we may use some or all:

  • Strictly necessary cookies. These are cookies that are required for the operation of a website. They include, for example, cookies that enable users to log into secure areas of a website, use a shopping cart or make use of e-billing services.
  • Analytical/performance cookies. These types of cookies allow providers to recognise and count the number of visitors and to see how visitors move around their website when they are using it. This assists providers in improving the way their website works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies. These are used to recognise users when they return to a website. They enable the personalisation of content, the recognition of users and remember user preferences (for example, their choice of language or region).
  • Targeting cookies. These cookies record a user's visit to a website, the individual pages visited and the links followed. If the cookie is set by a third party (for example, an advertising network) which also monitors traffic on other websites, this type of cookies may also be used to track a user's movements across different website and to create profiles of their general online behaviour. Information collected by tracking cookies is commonly used to serve users with targeted online advertising.

Below you will find the list of cookies used by us and a description of what each cookie is designed to accomplish, the list may be updated from time to time and you are invited to check back on a regular basis. Please note the difference between a ‘session cookie’ (i.e. expires at the end of the session) and a ‘ persistent cookie’ which does not expire at the end of the session.

Name of cookie Source Purpose
_ga Google Analytics This cookie is used with Google’s Universal Analytics suite. It is used to uniquely identify you as a visitor to this site. This is achieved by generating two random numbers and setting them in a cookie, no personal information or data is tracked. It expires after 2 years.
_gat Google Analytics This cookie is used with Google’s Universal Analytics suite. This cookie is used to monitor and track visitor’s behaviour on the site anonymously.  This cookie throttle’s the request rate back to Google. It expires after 10 minutes.
accepted Cookie Policy This cookie is added when you click "Accept" on the cookie policy message and ensures that this message is not displayed when you revisit this website. The cookie will expire after 365 days.
incap_ses Incapsula CDN/DDOS protection Content Delivery Network Cookie. This is used to improve performance of the website by serving cached data from Incapsula's network, as well as protect the sites against distributed Denial of Service attacks. Expires at session end.
visid_incap Incapsula CDN/DDOS protection Content Delivery Network Cookie. This is used to improve performance of the website by serving cached data from Incapsula's network, as well as protect the sites against distributed Denial of Service attacks. Expires after 2 years.
Google Analytics

We use the following Google Analytics cookies to help us as an analytics tool to measure how users interact with the Site: _utma, _utmb, _utmc and _utmz (_utmc is a session cookies and the others are persistent with an expiry date). For more information on the Google Analytics cookies please visit www.google.com/analytics/ 

Some of our advertising agents use web beacons which monitor and gather anonymous metrics through the use of cookies. The nature of information recorded includes: the total number of times a particular advert is clicked, what site referred the visitor and brought them to www.pay.com and patterns of behaviour in terms of how often anonymous visitors return to view particular adverts.

Children

For the avoidance of doubt, our services are available to persons under 18 years of age. Persons under 18 years of age should not transfer personal data to us. We do not request personal data from children, do not collect it and do not forward it to third parties.

Security

We have security measures in place to prevent unauthorised access to and protect the loss, misuse and alteration of the information under our control. Although we take reasonable steps to safeguard information, we cannot be responsible for the acts of those who gain unauthorised access, and we make no warranty, express, implied or otherwise, that we will prevent such access. We point out that data transmission over the Internet (e.g. when communicating by e-mail) may have security gaps. Complete protection of data against unauthorised access by third parties is not possible.

Insofar as we commission third parties for hosting and/or other technical service, we make a careful selection of our hosting services and all other technical operations involved as part of our duty of care to ensure that such service providers are in compliance with this Privacy and Cookies Policy and the applicable laws and regulations.

General

Please note that this policy is continuously under review and we reserve the right to amend or modify this Privacy and Cookies Policy at any time with immediate effect. We will post any amended versions of this policy on this page so you will always know how we collect, use and disclose your information.

PAY.COM regularly reviews its compliance with this policy. If you have any queries, questions or concerns regarding this policy or treatment of personal data please contact us via Customer Care at support@pay.com

Right to rescission

Please contact us by clicking the following link: www.pay.com/contact.html. If you wish to unsubscribe from our mailing lists, correct or amend the information we have on file or for complete deletion of the account. However, posts in forums, comments, state announcements, license details, financial information with respect to items and services you have purchased and articles may be maintained.

What is PAY.COM?

Introduction

PAY.COM is a digital wallet service that provides you with one or more virtual prepaid Mastercard™ cards. You can access this account on the PAY.COM mobile phone application or by visiting our website at www.pay.com. You can use the card for shopping online, and because it’s prepaid, you’ll never risk spending more than you have. You can also purchase a physical card to use with your account when spending in a store, online or at an ATM. You can have Euro or British Pounds Sterling account. You can also have both. There are a range of additional features you can use to help manage your money such as checking your latest transactions and sending money to friends on PAY.COM.

How much does it cost?

There is no cost for creating a virtual card, but you must either lodge a small amount of money or order a physical card before you can spend money. Please note that fees and limits apply to the card. For more information click on Fees and Limits.

What is the difference between the virtual and physical card?

Your virtual card is created online after registration and can only be used for online transactions or payments made over the phone. You must order a PAY.COM physical card to make in-store payments or withdraw cash from ATMs. The physical card can also be used online and over the phone. It will take 5 to 10 working days for this card to arrive to your registered home address. For more information on this, please see the section 'Obtaining a Physical Card'.

How do I register?

Registration

You can sign up on www.pay.com or via the mobile application. Click here to begin

What currencies are supported?

PAY.COM currently supports British Pounds Sterling and the Euro currency. You can have cards in each currency. You can select the currency your like to use when you create the card and add another currency later.

If I request both a Euro and Sterling currency card, will they share the same balance?

No, your Sterling card and Euro card have different balances. Both of these cards may be accessed from your account. You can transfer money between the two currencies using the ‘Send Money’ feature.

Mobile verification

How will you be sure that you’ve correctly recorded my phone number?

We’ll do this by sending a code by text message to the moblie phone number that you provided. Please enter the code on the website or application. Please contact contact@pay.com. if you experience any difficulties with this process.

What should I do if I don’t receive the text message?

If it you don’t receive the code within two minutes, click on the ‘Retry by SMS’ button on your screen. If you have pressed ‘Retry by SMS’ and the text message has still not arrived, please check that you have provided the correct mobile phone number. If you are still having trouble, please send and email to contact@pay.com..

Resetting your password

I forgot my password. What should I do?

The security of your account is vitally important to us. You can request a temporary password by clicking on ‘Forgot your password’ on the login page. Then enter your mobile telephone number. We’ll send you a four digit code. Enter this code and you will be prompted to create a new password.

Are there any special rules about the password I can create?

Yes, to increase the security we offer you, we’ve created some special requirements. Please make sure your new password is between eight and twenty-two characters long. It must also contain at least one uppercase letter, one lowercase letter, one number and one special character such as: '.!£$€%&^()-_+=;:@~#,./?{}[]".

Adding funds

How do I fund my account?

You can fund your PAY.COM account using a debit card, credit card, or by sending funds from your bank account. Your card details must be verified before they are linked to your account. In order to verify your card, we will deduct €1/£1 from your card which will be added to your PAY.COM balance (please see below for more information regarding verification). You can link a maximum of three cards to your account at any time.

How do I link a card to my account?

Click on ‘Add new card’ button, found in the ‘Funding methods’ section in your dashboard. Enter the information related to the card that you would like to use to add funds to your PAY.COM account. A transaction of €1/£1 will be conducted. A code will appear in your card’s statement next to this transaction. Enter this code in PAY.COM to verify your card. This shows us that you control the access to the card used to credit your PAY.COM account, and reduces the risk to your other accounts that you may link to PAY.COM. When verification is completed, your card will be linked to your PAY.COM account. The €1/£1 will be credited to your PAY.COM card balance.

Why was my last attempt to fund my account not successful?

You may have reached one of the limits on your account. You may be able to access higher limits by requesting a different card. Please check Pricing for more information. If you have not exceeded the relevant limit, please let us know at contact@pay.com. so that we can resolve the matter. You may wish to contact your bank and check if the transaction was declined.

How many cards can I link to my account?

You can link a maximum of three cards to your account. If you already have three cards (including any saved cards or cards awaiting verification) and want to add a new card, you will need to delete one of the cards that you have already linked to your account.

How do i fund my PAY.COM card from my bank account?

How do I send money from my bank account?

You can transfer money from your bank account to your PAY.COM account. You can do this by contacting your own bank or by accessing your online banking facility and transferring to the bank details below.

To transfer money to your Euro account:

BANK NAME: BARCLAYS BANK PLC

RECIPIENT NAME: PAY.COM

IBAN: IE88BARC99021242853113

BIC: BARCIE2D

To transfer money to your Sterling account:

BANK NAME: BARCLAYS BANK PLC

RECIPIENT NAME: PAY.COM

IBAN: GB54BARC20364383279995

BIC: BARCGB22

Important: You need to quote your 16 digit Customer Number in the payment reference field to ensure the money gets applied to the correct PAY.COM account. This number can be found on the back of your card.

How long does the process take?

It can take from five to ten working days for the funds to reach your PAY.COM card.

Our ‘Know Your Customer’ obligations

What is Know Your Customer?

The term ‘Know Your Customer’ or ‘KYC’, describes the process whereby we verify the identity of our customers. Financial institutions are obliged to conduct this process to reduce the risks of fraud and other crimes.

What sort of crimes is KYC designed to prevent?

There are two broad categories. The first category includes crimes that have as their objective obtaining or hiding the origins of money. This would include fraud and money laundering. The second category includes crimes that need money to attain their objective. This category includes the financing of terrorism.

What steps is PAY.COM taking to reduce these risks?

Our KYC processes is designed to help prevent criminals from accessing and using accounts to commit crimes, whilst proving our customers with an efficient on-boarding process. Our product contains a variety of anti-fraud and KYC elements. These processes include asking you for information and documentation to assist us in protecting your account and our service. We are obliged to collect this information, and are committed to meeting our responsibilities to you, and the wider community. We aim to strike an appropriate balance between giving people access to electronic payments and gathering sufficient information on the people we serve. In order to achieve this, a variety of limits have been imposed on the amount of transactions that you can complete. These limits are linked to the amout of information that you share with us.

Requesting a card with higher limits

How do I obtain a card with higher limits?

In order to upgrade, please provide us with: (i) a copy of an official identity card, driving licence or passport, and; (ii) any two of the following documents as evidence of your residential address:

  • one or more separate utility bill(s) (e.g. one electricity, and one water bill);
  • a bank statement that was issued in the last six months, two statements from separate banks are acceptable;
  • a house insurance certificate, municipal tax bill issued in the last year as evidence of your residential address.

We’ll attemtp to verify the information contained in these documents against a reliable independent source, such as the telephone directory, or electoral register. Please send these using the Jumio facility in PAY.COM. If for some reason you are unable to provide the documents online, or you believe that we will not be able to verify the information against an independent source, you can post certified true copies of the identification document and original forms of proof of address to the address below: PAY.COM Customer Support Care of: SafeCharge Limited 115L, Tsarigradsko shosse Blvd., Building C, Sofia 1784, Bulgaria

What is a certified true copy?

A certified copy is a copy of a document that has been marked with an original statement that it is a true copy of the original document. This must include the name, position/office, landline contact number, and signature of the certifier. The certification must be dated. We cannot accept a print out of online utility bills. Below you can find examples of persons that can certify your documents:

  • Police officers
  • Practising Chartered and Certified Public Accountants
  • Notary Public / Practising Solicitors and Barristers
  • Embassy/Consular Staff
  • Mid and senior staff of regulated financial institutions
  • Justices of the peace
  • Commissioners of Oaths

Please note that we cannot accept documents which haven’t been provided in accordance with instructions above.

Transactions

Why wasn’t my transaction successful?

There are a number of reasons why a transaction may not be successful. There may not have beeen sufficient funds in the account at the time an attempt was made to conduct the transaction, the card may have expired, or the correct CVC2 may not have been entered. Additionally, some merchants impose their own restrictions that can lead to a transaction being declined. Please contact Customer Support by emailing your query to contact@pay.com. to find out why a particular transaction was not successful.

What should I do if I don’t recognise a transaction listed in my transaction history?

If you do not recognize a transaction on your account, try to contact the company who accepted the payment to find out more. If you are unable to resolve your query with the merchant, send and email to contact@pay.com.. If you feel your account details have been compromised, you must immediately cancel your cards and reset your password. If you lost your physical card, you can cancel it on the application, online or by contacting contact@pay.com.. To learn more about this, please view the ‘Lost and Stolen’ section.

What is an incomplete transaction?

If a transaction is described as incomplete or pending, this indicates that the merchant has requested the funds but hasn’t completed the transaction yet. Funds to the value of the payment are deduced from your account. Once the transaction has been processed, it will be marked as complete and the funds will be transferred to the merchant. If the transaction is not processed, then it will be declined and the funds will be returned to your account. It can take up to several days for a refund to be processed.

Why is the cost of my transaction higher than I anticipated?

Certain types of merchants impose a temporary security fee on their purchases, as they cannot calculate the fee at the time of the transaction, or require additional security. Hotels, car rental agencies, automated petrol stations, cruise lines and payments made in different currencies are known to impose additional fee. This fee is not imposed by PAY.COM. Once the payment has been completed by the merchant, this extra fee will be returned to your account immediately. Depending on the merchant, this amount will either be a flat amount or a percentage of the full price. For more information, you can contact contact@pay.com..

Sending money

How do I sent funds to another PAY.COM user?

Transferring money to another PAY.COM user is quick and easy. You can transfer money by logging in to the mobile application or by visiting www.pay.com. You can then proceed to ‘Send Money’ and enter the amount you’d like to transfer. There are three ways to select a recipient:

  • Enter their mobile number
  • Select someone from your Favorites list

Once you have selected your recipient and entered the amount, you can complete the transfer. It is not possible to send money to PAY.COM users that have not upgraded their account level to ‘PAY STANDARD’.

Can I transfer funds to someone that has a PAY.COM card in a different currency to my card?

Yes, you can. The beneficiary will be sent the converted amount according to an exchange rate that will be shown in the Transaction History. Fees and limits apply.

Can I transfer money between my Euro and GBP Sterling cards?

Yes, you can. Instead of entering in a mobile number or selecting a contact, you can just select the option of ‘Other Currency Account’. The funds will be transferred at the prevailing exchange rate and a fee will be applied.

Why did my transfer fail?

If you don’t have enough funds in your account, you will not be able to complete the transfer. The funds in your account must be sufficient to meet the cost of the transfer and the transfer fee. For more information see our Pricing.

How much does it cost to transfer funds?

Please check the transfer fee in Pricing.

What is the personal message feature?

If you wish, you can add a memo with your transfer. There are two fields where you can enter your message. One is a message for you, which appears in your Transaction History under the heading ‘Description’. The other is a message to the recipient, which will appear in their Transaction History. These messages can be a maximum of 35 characters in length.

My account

Can I change the information I provided on my name and/or date of birth?

If you need to change your name or date of birth, please contact our Customer Support team by emailing your query to contact@pay.com.. Please note that we cannot change the name on an account into another person’s name, we can only correct any errors which were made during registration. Any changes must be verified with reference to an original or certified true copy of a suitable document.

How do I change my password?

Click on the ‘My profile” icon in the dashboard and select ‘Change My Password’ from the dropdown. You will be prompted to answer the security question that you created when you opened your account. Please make sure your new password is between eight and twenty-two characters in length, and contains at least one uppercase letter, one lowercase letter, one number and one special character such as: '.!£$€%&^()-_+=;:@~#,./?{}[]".

What should I do if I can’t remember my security question or answer?

Please contact Customer Support by emailing your query to contact@pay.com..

How do I close my account?

To close your account please contact our Customer Support team at contact@pay.com..

Redeeming funds

How do I send money from PAY.COM to my bank account?

If you wish to send money to your bank account, select ‘Send Money’. Enter your IBAN (International Bank Account Number), BIC (Bank Identifier Code), bank name and the name of the account. You can only transfer funds to your own account.

How much does it cost to redeem funds?

Please consult Pricing.

How long does it take for the funds to reach my account?

If there are no unsettled transactions on the account, the relevant sum will be removed once the redemption has been requested. The funds will arrive to your bank account five to ten working days after the redemption has been requested.

Obtaining a physical card

What is a physical card?

The physical card can be used to pay in shops, any stores that accept prepaid Mastercard cards. You can also use a physical card to withdraw funds from ATMs. You can order a card using the application or website. PAY.COM will deliver it to your registered home address. You will find the option to order your card under the ‘My PAY.COM cards’ section.

How long will it take for my physcial card to arrive?

It will take between five and ten working days for your card to arrive at your home.

How do I start using my card?

You can activate your card by logging into your account online or by using the PAY.COM application. You can find the option to activate your card in the ‘My Physical Card’ section. You will be prompted to enter your sixteen digit customer number. This number can be found on the back of your card.

Where can I find my PIN?

The ‘Display PIN’ will appear under the ‘Physical Card’ menu once your card has been activated. You will be prompted to answer the security question you selected when you created your account. Your PIN will be displayed when you provide the correct answer. Please memorize your PIN and keep it safe. The Customer Support Team do not have access to your PIN, but can assist you in retrieving it.

Can I use my physical card at an ATM?

Yes, you can. You will need to enter your PIN at the ATM. Fees and limits apply.

How do I unblock my PIN?

When you enter your PIN incorrectly three times, it will be blocked. If you block your PIN in a shop or retail outlet, you can unblock it at an ATM. If your PIN is blocked at an ATM, please contact customer support at contact@pay.com. for assistance.

How much does a physical card cost?

This information is available in Pricing.

Are there any other charges that may apply to my physical card?

In some jurisdictions, and additional tax is placed upon physical cards. We will deduct these fees where applicable.

Lost and stolen

I lost my card. Can I cancel and/or replace it?

If you lose your physical card, you can cancel it via the application or on our website. Once logged in, you will need to select ‘Cancel card’ button, found in ‘My Physical Card’ section. This will immediately cancel the card. You will then be given the option to order a new card. If you are encountering problems taking any of these steps, you can always contact Customer Support to cancel and replace your card.

What should I do if I believe that my card or account have been compromoised?

If you believe that your card may have been compromised, you must cancel your card immediately. If your virtual card details have been compromised, you can replace it under ‘My PAY.COM cards’ section. Once you confirm the replacement, you will see that a new card has been created for you straight away and the account balance has been transferred to your new virtual card. If there have been any unauthorized transactions on your account, please contact Customer Support by emailing to contact@pay.com.. Please contact us as soon as possible as a dispute must be raised within 120 days from the date of the transaction. Please refer to the Terms and Conditions for important information on this point.

How much does a replacement card cost?

Please check the card replacement fee in Pricing.

I’ve lost my phone. How will this affect the security of my PAY.COM account?

If you are concerned that your card details have been compromised, please log in to the website, cancel your card and contact Customer Support by emailing your query to contact@pay.com.

Customer Service

PAY.COM is committed to delivering the best possible service to our customers. If you are unhappy with any aspect of the service we provide, please let us know.

Be assured that we will deal with all complaints in a fair and professional manner and our complaints process is designed to ensure that any issues are addressed promptly.

You can make a complaint by emailing us at contact@pay.com.

What will happen next?

We will do our very best to resolve your complaint immediately. If this isn’t possible, we will send you an acknowledgement of your complaint within five days. This will give you the name of the person who is dealing with your issue.

Some issues can be quite complex. If we need to carry out a detailed investigation, it may take some time to find a solution. Where a complaint is not resolved within four weeks we will contact you with an explanation for the delay.

If a solution has still not been found following a further four weeks, we will contact you again to indicate the timeframe required to conclude the investigation, including contact details for the Financial Services Ombudsman.

What if the complaint is not resolved?

We shall make every effort to come to a fair and reasonable resolution of your complaint. However, if you are still not satisfied, you may continue your complaint with the Financial Services Ombudsman.

Financial Services Ombudsman Contact Details:

Cyprus

Financial Ombudsman of Cyprus

Address: Lord Byron Avenue 13,1096 Nicosia.

Postal Address: P.O BOX: 25735, 1311 Nicosia.

Email: complaints@financialombudsman.gov.cy
Web-site: http://www.financialombudsman.gov.cy/forc/forc.nsf/index_gr/index_gr?opendocument