الشكاوى

If something has gone wrong, we would rather hear it directly than have you work around it. This page explains how to complain, what we do with it, and what to do if our answer does not satisfy you.

Who this is for

Merchants using the platform, and cardholders who hold a card issued by one of our merchants. If you are a cardholder, please read the section for cardholders below first — in most cases your merchant is the right first stop, and going to them will be faster.

How to raise a complaint

Use the contact form with the topic set to support. To let us investigate without a round trip, please include:

• what happened, and what you expected to happen instead;
• when it happened, with dates and approximate times;
• any reference identifier you have — a card reference, a transaction reference, or a submission reference;
• what outcome would resolve it for you.

Please do not send full card numbers, security codes, passwords, or API secrets. We never need them, and we will ask you to rotate anything you disclose.

What happens next

1. Acknowledgement — we aim to confirm receipt within 48 hours on business days. A person reads it; there is no automated reply.
2. Investigation — we review the account, the ledger entries, and the audit trail behind whatever happened. Because the ledger is insert-only and every status change is audited, we can usually reconstruct exactly what occurred rather than relying on recollection.
3. Substantive response — we aim to give you a full answer within 15 business days of acknowledgement. Where an investigation depends on an issuing partner or a payment provider, it can take longer; if so we will tell you that and keep you updated rather than going quiet.
4. Outcome — we tell you what we found, what we are doing about it, and why. If we are not upholding the complaint we explain the reasoning rather than simply declining.

If you are a cardholder

Cards are issued by our merchants to their own customers. If your complaint is about a purchase, a declined transaction, a card balance, or a refund, your merchant holds the relationship and the context, and they can resolve it faster than we can.

Come to us directly if the merchant is unresponsive, if your complaint is about the underlying platform rather than the merchant, or if you believe your personal data has been mishandled.

If our answer does not satisfy you

Ask us to escalate. A complaint that has been through a first response is reviewed again by someone who was not involved in the original decision.

External escalation routes depend on where the company is registered and which regulator applies. Those details are published here once company registration completes. We have chosen not to name a dispute body before the entity exists, rather than point you at one that may not apply.

For complaints specifically about personal data, you can complain to the data protection authority where you live, regardless of the above.

Records

Complaints are stored with the rest of our contact records and are retained for 24 months, as described in the Privacy Policy.