AYDAPAY – Customer Protection & Fraud Awareness Policy

1. Our commitment

Protecting our customers from fraud and scams is a core priority. We combine technical controls, trained staff and clear warnings with your own vigilance. This Policy explains how we protect you, how to recognise common scams and what to do if something goes wrong.

2. What AYDAPAY will never do

• Ask for your password, PIN or one-time code – by phone, SMS, email, chat or social media.
• Ask you to move money to a "safe account" or to a new account "for your protection".
• Ask you to install remote-access or screen-sharing software.
• Contact you through channels other than the App, www.aydapay.com, emails from the aydapay.com domain and our official phone numbers.

Golden rule: anyone who pressures you to act urgently, asks you to keep a secret or creates fear is very likely attempting fraud.

3. How we protect you

• Identity verification of every customer before an account is opened, and ongoing monitoring of accounts and payments.
• Strong Customer Authentication for log-in and payments, device binding and automatic session timeout.
• Verification of Payee / Confirmation of Payee for euro payments in the EU/EEA and pounds payments in the UK, where supported: we show whether the payee name matches before you confirm.
• Scam warnings at the time of payment for higher-risk payments, such as a new payee, an unusually large amount or known scam patterns.
• Holding periods of up to 10 Business Days for card and Open Banking funding, to protect you against fraud and chargebacks; the App tells you when a hold applies.
• Freeze and report – you can report a lost device or suspicious activity at any time and we block access immediately to protect you.
• Screening of every payment against sanctions lists and fraud indicators, with alerts reviewed by trained staff.

4. Common scams and how to avoid them

5. What to do if you suspect fraud

1. Stop – do not send any more money.
2. Contact us immediately through the in-app chat or at help@aydapay.com. We will block access if needed and try to stop or recover the payment.
3. Keep evidence – messages, links, phone numbers, screenshots.
4. Report to the police (Policja, or the police in your country) and, where relevant, to CERT Polska at incydent.cert.pl.

6. Refunds and your rights

• Unauthorised payments are refunded by the end of the next Business Day after we become aware of them, unless we have reasonable grounds to suspect fraud by the customer and notify the authorities. An Individual Customer's liability for lost or stolen credentials is limited to EUR 50, unless they acted fraudulently or with gross negligence, and there is no liability for losses after reporting.
• Scams where you authorised the payment are assessed under the rules applicable to that payment; we try to recover the funds and help you with any claim, including under UK Faster Payments or CHAPS reimbursement rules where they apply.
• Details are in our Refund & Cancellation Policy and clause 12 of the Customer Account Agreement.

7. Useful contacts

• Polish Financial Supervision Authority (KNF) – public warnings list and register: www.knf.gov.pl
• Office of Competition and Consumer Protection (UOKiK): www.uokik.gov.pl
• Financial Ombudsman (Rzecznik Finansowy): www.rf.gov.pl

8. Your part

Keeping your device, password and codes secure, checking payee details before you confirm, and reporting suspicious activity promptly are essential to protecting your money. Your statutory rights are not affected by this Policy.

AYDAPAY SP. Z O.O. · Aleja Armii Ludowej 6/164, 00-571 Warsaw, Poland · KRS 0001036277 · help@aydapay.com