AYDAPAY – Refund & Cancellation Policy

This Policy explains, in plain language, when a payment can be cancelled, when you are entitled to a refund, how long refunds take and what costs may apply. The binding rules are in the Customer Account Agreement. Nothing in this Policy limits your statutory rights as a consumer.

1. Before you confirm a payment

Before you confirm any payment or transfer, the App shows the amount, every fee, the exchange rate, the amount the recipient will receive and the expected delivery time. You pay only what is shown at confirmation. Please check the recipient's details carefully – for euro payments in the EU/EEA and pounds payments in the UK we check the payee name where the scheme supports it and warn you if it does not match.

2. Cancelling a payment

3. When you are entitled to a refund

You must tell us about an unauthorised or incorrectly executed payment without undue delay and in any case within 13 months of the debit date (2 months for Business Customers).

4. When a refund is not due

• Incorrect details provided by you. If you give a wrong account number, IBAN or other unique identifier, or proceed despite a payee-name mismatch warning, the payment is treated as correctly executed. We will make reasonable efforts to recover the funds and, if recovery fails, provide you on written request with the information we hold to help you claim them.
• Change of mind after execution. An executed or paid-out payment cannot be reversed, except where the law requires it.
• Sharing security details. If you disclose passwords, one-time codes, transfer references or payout codes to anyone other than the intended recipient, you may bear the resulting loss, subject to your statutory rights.
• Disputes with the recipient about goods or services you paid for are between you and the recipient.

5. Scams (authorised push payment fraud)

If you were tricked into sending a payment, contact us immediately. We will try to recover the funds and assess any refund claim under the rules applicable to that payment. Where UK Faster Payments or CHAPS reimbursement rules apply, the payment service provider bound by them applies them and we help you make the claim. No reimbursement is due where the customer acted fraudulently or with gross negligence.

6. Costs

• Refunds due to our error, unauthorised payments and withdrawals are made without deduction of our fees.
• Where recovery or investigation is done at your request because of your own error, the fixed fees in the Fee Schedule apply (recall or investigation EUR 20 / GBP 20; recovery after an incorrect unique identifier EUR 20 / GBP 20). The investigation fee is not charged if the error was ours.
• Where a returned international transfer involved currency conversion, it is converted back at the rate on the day of return; any exchange difference and third-party charges are borne by you unless the failure was our fault.
• We do not charge Individual Customers for compliance checks or for performing our own legal obligations.

7. How refunds are paid

Refunds are credited to your AYDAPAY account or to the original funding source (bank account or card). Once we have processed a refund, the time it takes to appear in your bank or card account depends on your bank or card issuer and is outside our control.

8. How to request a cancellation or refund

Contact us through the in-app chat or at help@aydapay.com and include your full name, registered email or phone number, the transaction reference, amount and date, the reason for your request and any supporting documents. If you are not satisfied with our answer, you can make a complaint under our Complaints Policy.

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