使用条款

Last updated on September 22, 2022

Acceptance of Terms

This section sets out the terms and conditions (these “Terms”) of your access to https://www.payermax.com (the “Site”), including all sub-pages on the Site, which are operated by PMmax Technology Limited (“PMmax”) or where you may use or have access to the services provided by PMmax (the “Service”). If you are an individual, you must be above eighteen (18) years old and competent to contract under the applicable laws to access or use the Service. If you are a merchant or business, your business must be validly organised and operating legally in the jurisdiction where PMMax has operation in order to use the Service. By accessing the Site, you are agreeing to these Terms.

We may amend these Terms at any time by posting an updated version. The updated version of these Terms shall take effect immediately upon posting. Each time you access the Site, you confirm that you agree to be bound by these Terms as may be amended from time to time.

Your Use of the Site

You may use the Service to facilitate payments in connection with your online purchases for products or services concluded on or through e-commerce websites, apps or other platforms. For the avoidance of doubt, PMmax doesn’t provide a payment service to you. PMmax provides technical support to payment methods or funding channels provided by the banks, e-wallet service providers or other payment service providers with which you have opened account or registered services (“Your Payment Service Providers”). PMmax is not acting as a trustee, fiduciary or escrow with respect to your funds and it does not have control of, nor liability for, the products or services that are paid for using the Service, including the provision, use or condition of such products or services.

If you are using the Service on behalf of a company, partnership, association, government or other organization, you warrant that you are authorized to do so and that you are authorized to bind your organization to these Terms. In such circumstances, 'you' or ‘user’ will include your organization.

Your Responsibilities

You will use the Site in good faith and in compliance with all applicable laws and regulations. The information and material you provide in connection with the use of the Site must be true, lawful and accurate, and is not false, misleading or deceptive.

You shall not use the Site to defraud PMmax, our affiliates or other members or users, or service providers, or engage in other unlawful activities (including without limitation dealing in products or services prohibited by law). You shall not use the Site for any illegal activities or in a manner that may result in complaints, disputes, claims, penalties or other liability to PMmax, other users or third parties or may be regarded as an abuse of the Site.

If we, in our sole discretion, believe that you may have engaged in the above restricted activities, we may suspend or restrict your access to the Site.

Transmitting Over the Internet

Due to the nature of the Internet, transactions conducted or messages sent through this Site may be subject to interruption, transmission blackout, delayed transmission or incorrect data transmission. Under no circumstances shall PMmax be held liable for any failure in the communication networks, or the accuracy or timeliness of messages and transactions sent via the Site whatsoever.

Disclaimers

The material displayed on the Site is provided without any guarantees, conditions or warranties as to its accuracy or completeness. Whilst we have taken care in preparing the content and information contained on this Site, such content and information are provided "as is" without warranty of any kind, whether express or implied. In particular, no warranty about non-infringement, security, accuracy, fitness for a purpose or absence of computer viruses is given in connection with such content and information.

To the full extent permitted by law, PMmax and our affiliates shall not be liable for any indirect, consequential, incidental, special or punitive damages, including without limitation damages for loss of profits or revenues, business interruption, loss of business opportunities, loss of data or loss of other economic interests, whether in contract, negligence, tort or otherwise, arising from your use of or inability to use the Site.

Privacy

You agree that we may collect, hold, use and transfer your personal data in accordance with the PayerMax Privacy Policy.

Trademark and Copyright

Any and all intellectual property rights associated with the Site https://www.payermax.com are the sole property of PMmax, our affiliates or third parties.

We and other parties (as applicable) own the trademark, trade names, graphics, logos, icons and service marks (the “Trademark”) that are used or displayed on this Site. You are not allowed to use any Trademark used or displayed on this Site without our or such other parties' prior written permission.

Materials on this Site are protected by copyright. You are not allowed to modify, reproduce, store in a retrieval system, transmit, copy or distribute these materials (or any part of them), or use them for creating derivative works or in any other way for commercial or public purposes without our prior written consent.

You may print off one copy, copy and may download extracts, of any page(s) from the Site for your personal reference and you may draw the attention of others within your organization to material posted on our Site. You must not modify the paper or digital copies of any materials you have printed off copied or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text. You must not use any part of the materials on the Site for commercial purposes.

Suspension and Termination

PMmax may establish general practices and limits concerning use of the Site. PMmax reserves the right to change, suspend, discontinue or restrict access to all or any part of the Site at any time, including hours of operation or availability of the Site or any Site feature, without notice and without liability.

General

You agree that all matters relating to your access to or use of the Site, including all disputes, will be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region (“Hong Kong”).

These Terms act as general policy which is applied to you in relation to the Service. In the event of any conflict between these Terms and other special policies issued by PMmax, the provisions of the other policies shall govern and control.

Last updated on July 19, 2021

PayerMax, operated by PMmax Technology Limited (“PayerMax”, “we”, “our” or “us”), acts as a payment aggregator facilitating payment processing (“PayerMax Service”) for our customers (the “merchants”). During this payment processing, PayerMax will need personal information to process specific transactions. This PayerMax Privacy Policy describes how we collect, use, store and disclose personal information.

PayerMax may process personal information of the following categories of individuals in the provision of PayerMax Services:

  • (a) individuals employed or associated with merchants, such as representatives, suppliers or end-users;
  • (b) vendors or business partners or individuals employed or associated with such organisations that assist us in the provision of PayerMax Service; and
  • (c) visitors that log on or use our website https://www.payermax.com/.

We collectively refer to the individuals listed above as “you” in this Privacy Policy.

We process the personal information of end-users of merchants on behalf of the merchants. We are not responsible for and have no control over the privacy or security practices of the merchants, which may differ from those explained in this Privacy Policy. If your personal information has been submitted to us by or on behalf of the merchants and you wish to exercise any rights you may have under applicable data protection laws, please inquire with them directly.

Your use of PayerMax Service is governed by the PayerMax Terms of Service, which describes in more detail the PayerMax Service covered by this Privacy Policy. Capitalized terms not defined in this PayerMax Privacy Policy shall have the meaning ascribed to them in the PayerMax Terms of Service.

Information we collect and how we use it

Sources of information

We process personal information that you provide to us in a number of ways, including:

  • • When you make or receive a payment from the merchants who using PayerMax Service
  • • When you make an inquiry about our PayerMax Service or otherwise interact on our website
  • • When you interact with us by telephone, email and other electronic communication
  • • When you attend an event with us or a third party we are working with or sign up to receive publications from us
  • • When we onboard you as a merchant and interact regarding our service
  • • When you provide services to us or seek to provide such services

We may also process your personal information from third-party sources as necessary for the provision of PayerMax Service. We may obtain this information from your organisation, from public sources or third parties, depending on the relevant circumstances. For example, we may obtain certain personal information about you from:

  • • Third-party licensed payment provider or bank, such as your transaction information, as necessary to provide PayerMax Service; or
  • • third parties, such as government agencies, information service providers, or from publicly available records to carry out due diligence and other legally required compliance checks, such as those related to knowing your customer (KYC), anti-money laundering (AML) and Specially Designated Lists.

Type of personal information

When you use our website or when we interact with you to provide PayerMax Service or to receive services from you as a vendor, the personal information we receive, collect and process may include:

  • • Contact information, such as your name, email, phone number, billing address.

In addition to the information listed above, we may collect information about the transaction from you depending on which payment method you choose to make or receive a payment, including:

  • • Bank card information such as the name on the card, card type, card number, card verification value, and expiration date, or the information about the account you open with other licensed payment channels to process the payment;
  • • Identification information, such as your ID number or tax number, Customer ID generated by merchants to verify the process the transactions or conduct anti-money laundering and/or fraud prevention checks;
  • • Transaction information, such as amount and time of transaction, currency and language you used;

We collect the following personal information from your device when you use PayerMax Service to carry out data analysis for advertising, and to protect you from fraud, phishing or other misconduct:

  • • IP address, app version, system version and type, device model, system language, network type, carrier, android ID, Mac address, IMEI, advertising identifier number and browser system.

You may provide your personal information to us voluntarily. However, there are circumstances in which we may not be able to assist you, or an organization with which you are associated, unless you provide us with your personal information. For example, your personal information may be required for legally required compliance checks, for security and other reasons to allow you to access PayerMax Service. In these cases, without the relevant personal information, we may be unable to assist you, and we would inform you that this is the case.

We do not knowingly collect personal information from or about children under the age of 18. If you are under 18, please do not use PayerMax Service or send any personal information about yourself to us. If we learn that we have collected personal information from a child under 18, we will delete that information as soon as possible. If you believe that a child under 18 may have provided us personal information, please contact as using details provided in section 8 below.

Legal justification for our use of your personal information

We may process your personal information in connection with any of the purposes set out above on one or more of the following legal grounds:

  • • To perform our obligations under a contract with you or your organization;
  • • To comply with our legal obligations, as well as to keep records of our compliance processes or tax records;
  • • To pursue our legitimate interests, or those of a third-party recipient of your personal information, provided that those interests are not overridden by your interests or fundamental rights and freedoms. Specifically, we have legitimate interests in promoting and marketing our services to existing and potential customers, in maintaining customer accounts for efficient operation of our business, in keeping our information, trade secrets and confidential data safe and secure, in handling complaints and claims to protect our business; or
  • • Based on your consent to process your personal information in that manner.

Information we share

We will only share your personal information with third parties in the following circumstances:

  • • A merchant. If we have collected your personal information in the course of providing PayerMax Service to that merchant, and where permitted by law to others for the purpose of providing PayerMax Service. For example, when you make a purchase or transaction with that merchant, we make certain personal information about you available to the merchant you purchase from or transact with;
  • • Licensed payment service provider. We may exchange certain personal information about you to enable the provision of PayerMax Service, such as your transaction information with the licensed payment service provider or bank as necessary to provide PayerMax Service;
  • • Third parties providing services for AML/KYC checks, credit risk reduction, and other fraud and crime prevention purposes, or similar services, including financial institutions, credit reference agencies, and regulatory bodies with whom such personal information is shared;
  • • Courts, law enforcement authorities, regulators, government officials or other competent authorities where it is reasonably necessary for the establishment, exercise or defence of a legal or equitable claim, including in order to protect the legitimate rights and interests of you and others. Such disclosures may be necessary for us to comply with mandates from FATF and local AML/CFT requirements. We may provide your Customer ID, contact information, and any other transaction information to competent authorities;
  • • Service providers which we engage to process personal information for any of the purposes listed above on our behalf and in accordance with our instructions only, such as licensed payment service providers, cloud storage providers; and/or
  • • Prospective sellers or buyers of any of our business or assets to which we might assign or novate any of our rights and obligations; in such case we may disclose your personal information to the prospective seller or buyer of such business or assets.

Any information you provide directly to a third-party merchant, website or application is not covered by this PayerMax Privacy Policy. We are not responsible for the privacy or security practices of merchants or other third parties with whom you choose to share your personal information directly. We encourage you to review the privacy policies of any third party to whom you choose to share your personal information directly.

The personal information we collect may be transferred to and stored outside of the country you use PayerMax Service for the purposes specified in this Privacy Policy. For example, we store all of our data, including personal information, with AWS in Singapore.

Any international transfers of your personal information will be made according to appropriate safeguards under the applicable laws and regulations. If you wish to enquire further about these safeguards used, please contact us using the details set out in section 8 of this Privacy Policy. We may transfer your personal information outside of the country where you use PayerMax Service, and where we do so we will protect personal information as required by applicable laws.

How long do we keep your personal information?

Your personal information will be retained only for as long as necessary for the purposes for which the information was collected, except where necessary to meet our legal obligations (for example, in relation to KYC/AML requirements) or to establish, exercise or defend potential legal claims or to pursue our legitimate interests.

Your rights

Your rights will depend on the laws which apply to you and us, but you may have:

  • • the right to obtain access to your personal information,
  • • to have your personal information we hold rectified or deleted,
  • • to restrict our processing of that information,
  • • to object to our processing of personal information,
  • • to have your personal information transferred to you or another organisation, and
  • • to lodge a complaint with a relevant data protection authority.

Where you have provided us with consent for the processing, you may be able to withdraw it. Please note that even after you have chosen to withdraw your consent, we may be able to continue to process your personal information to the extent required or otherwise permitted by law, in particular in connection with exercising and defending our legal rights or meeting our legal and regulatory obligations. To withdraw your consent or to exercise any of the rights above, if they are applicable, you should use our contact details set out in section 8 below.

We must ensure that your personal information we hold is accurate and up to date, where relevant. Therefore, please advise us of any changes to your information by emailing us.

Security

We are concerned about safeguarding the confidentiality of your information. We employ administrative, physical and electronic measures designed to protect your Information from unauthorized access and use. Please be aware that no security measures that we take to protect your information are absolutely guaranteed to avoid unauthorized access or use of your information which is impenetrable.

Sensitive Information

We ask that you not send us, and you not disclose, any sensitive personal information (e.g., information related to your e-wallet password, credit or debit card password, racial or ethnic origin, political opinions, religion or other beliefs, health, sexual orientation, criminal background or membership in past organizations, including trade union memberships) through PayerMax to us, unless such information is required by us for legal compliance checks, such as KYC/AML.

Contacting Us

If you have any questions, complaints or comments about this PayerMax Privacy Policy or our privacy practices, or to report any violations of the PayerMax Privacy Policy, please contact us at: dpo@payermax.com.

Changes to This Privacy Policy

We may revise this PayerMax Privacy Policy from time to time to reflect any changes to the way how we process your personal information or changing legal requirements. The most current version of the policy will govern our use of your information. Please check back frequently to see any updates or changes. This Privacy Policy was last updated on the date provided at the top of this page.

Supplemental Terms

The following additional or amended terms shall apply to you if you are a user in the relevant jurisdiction specified below.

Brazil

Law No. 13,709/2018 (the Brazilian General Data Protection Law, aka “LGPD”) offers additional rights and regulations for individuals located in Brazil. Further to the information set out in sections 1, 5, 7, and 10 of this Privacy Policy, the following additional information applies to you if you are located in Brazil:

Minor’s Personal Information: We do not knowingly collect personal information from or about children and adolescents under the age of 18. If you are under 18, please do not attempt to use PayerMax Service or send any personal information about yourself to us. If we learn that we have collected personal information from a child or adolescent under 18, we will delete that information as soon as possible. If you believe that a child or adolescent under 18 may have provided us personal information, please contact us.

Data subject’s requests: Under Article 18 of the LGPD, you have the following rights as data subject:

  • • confirmation of the existence of processing activities;
  • • access to your personal information;
  • • correction of incomplete, inaccurate, or outdated personal information;
  • • anonymization, blocking or elimination of unnecessary or excessive personal information or of information processed in noncompliance with the LGPD;
  • • portability of your personal information;
  • • elimination of your personal information processed with your consent;
  • • information of the public and private entities with which we shared your personal information;
  • • information on the possibility of not providing consent and on the consequences of the denial;
  • • revocation of consent; and
  • • petition against us before the National Authority for Data Protection (“ANPD”).

Indonesia

If the Services are used or accessed from within Republic of Indonesia, then the following supplemental terms shall apply and override any conflicting provisions in the Privacy Policy:

Consent from third parties. If you provide any personal data or information of third party individuals and/or parties, you represent and warrant that you have obtained the necessary consent to do so.

Data sharing. We will not share your information with third parties for any purposes other than the provision of PayerMax Service specified herein, without your consent.

Governing Language. These Privacy Policy are made in English and Indonesian language versions. In the event of any discrepancy between the English and Indonesian language versions, the English language version shall prevail.

Parental or Guardian Consent. If you are under the age of 21, you hereby represent that you had the consent of your parent or legal guardian to use the PayerMax Service.

Waiver. For the purpose of termination and/or dissolution and/or rescission of the Privacy Policy, we and you hereby waive the applicability of the provisions under Article 1266 of the Indonesian Civil Code, to the extent that the court order and/or decision would otherwise be required to validly terminate and/or dissolve and/or rescind the Privacy Policy.

Philippines

If the Services are used or accessed from within Philippines, then the following supplemental terms shall apply and override any conflicting provisions in the Privacy Policy:

Clause 1 (Information we collect and how we use it), add:

If you have provided us with personal information of third party individuals, you are required to obtain the individual's prior consent and you represent and warrant that you had or have their consent or are otherwise entitled to provide their personal information to us. By providing us with personal information of third party individual(s), you also warrant that the individual(s) is informed of and consents to the terms of this Privacy Policy.

Clause 3 (Information we share), combine bullets 3 and 5 as follows:

Service providers which we engage to process personal information for any of the purposes listed above on our behalf and in accordance with our instructions only, such as local licensed payment service providers, cloud storage providers as well as companies providing services for AML/KYC checks, credit risk reduction, and other fraud and crime prevention purposes, and companies providing similar services, including financial institutions, credit reference agencies, and regulatory bodies with whom such personal data is shared; and/or

Clause 5 (Your rights) insert following clause:

Where you have provided us with consent for the processing, you may be able to withdraw it. Please note that even after you have chosen to withdraw your consent, we may be able to continue to process your personal information to the extent required or otherwise permitted by law, in particular in connection with exercising and defending our legal rights or meeting our legal and regulatory obligations or for any of the purposes set out in this Privacy Policy where the processing of your personal information is not based on consent.

South Korea

If the Services are used or accessed from within South Korea, then the following supplemental terms shall apply and override any conflicting provisions in the Privacy Policy:

After the purpose of processing of your personal information is achieved, your personal information will be transmitted to a separate database (or moved to a separate storage if your information is retained in a paper form) and retained for a certain period in accordance with PayerMax’s internal regulations and other applicable laws and regulations before it is destroyed. Your personal information relocated to a separated database will not be used for other purposes, unless it is required under the applicable laws and regulations. When destroying your personal information, we will take reasonable and technically feasible measures to make the personal information irrecoverable. For example, electronic files that contain personal information will permanently be deleted using a technical method that makes the files irrecoverable, and any other records, print-outs, documents or any other recording media will be shredded or incinerated.

术语表

缩写术语
EDD深入尽职调查
KYC了解您的客户
RBI印度储备银行
UNSC联合国安理会
UNSCR联合国安理会决议

政策简介

制定本商户入驻政策(以下简称“政策”)是为了明确公司与海外商户合作时应执行的程序的最低要求,其中涵盖与商户尽职调查、报告和记录管理相关的方方面面,力求与银行在这方面的要求保持一致。 本政策的有效实施由公司合规和运营团队负责。

政策目标

本政策适用于公司的所有员工,旨在实现以下目标:

  • 1. 建立一个合适恰当的商户入驻流程、程序和控制的框架;
  • 2. 定期审核本政策和程序,确保其有效性;
  • 3. 商户入驻程序将遵循规定商户入驻流程的政策。

商户入驻

尽职调查

  • 公司在一开始就应该筛查商户名称,以及商户授权的行政人员/股东/受益所有人是否列入如下名单:
    • 1. RBI 公布的制裁名单
    • 2. 商家各自地理位置的制裁名单
    • 3. 公司维护的负面商户名单
    • 4. 花旗银行公布的任何其他制裁名单
    • 公司也不得接受被列入受限名录(根据附录 1 所列)的商户
  • 公司还应在可用负面名单基础上筛查客户的申请名称/品牌名称。通过筛查,接受商户申请后,公司应继续推进在其平台上建立商户入驻的流程。为此,公司应获得商户的必要身份证明文件,以及与商户业务性质、财务状况的信息和其他相关详细信息。因此,公司应准备适当的入驻登记表,概述需要提供的信息以及证明文件,还应取得商户正式填写登记表的副本。
  • 公司应对商户开展背景和既往历史核查,确保上述商户没有欺骗客户的任何恶意,也不会出售虚假服务等。根据商户的风险类别,公司将对高风险商户开展增强版尽职调查。
  • 需要商户提供的信息和文件应包括(应根据国家/地区特定法规要求进行定制):
    • 1. 商户的身份和地址详细信息,包括证明文件
    • 2. 章程文件(公司注册证书、备忘录和公司章程或与特定国家/地区相关的其他文件)
    • 3. 营业执照/登记证
    • 4. 监管机构颁发的证书/许可证(如有)
    • 5. 税务登记证
    • 6. 股权明细
    • 7. 董事详情
    • 8. 董事会授权其官员代表其进行交易的决议
    • 9. 简要说明商户的业务
    • 10. 和公司签署的商户入驻协议
    • 11. 证明商户银行账户明细的银行对账单或其他文件
    • 12. 其他相关信息
  • 公司应确保根据商户经营实体的类型,收集上述文件。举个例子,当地和全球对有限责任合伙、私人有限公司、信托等机构的客户文件的要求各不相同,公司应确保符合上述要求。
  • 公司应根据与花旗银行就此事先达成的条款,核实从商户处收到的所有信息。

持续尽职调查

  • 公司应对商户开展持续尽职调查,确保其交易符合自己对商户、商户业务和风险类别以及资金来源的认知。监控调查的范围应该与商户风险类型相符。
  • 为此,公司应该监控如下交易类型:
    • 1. 与交易模式不符的可疑交易,包括但不限于交易速度、交易量和阈值检查
    • 2. 特定国家/地区多个或单个商户对不同国家/地区的交易突然激增
    • 3. 欺诈举报案件或行为、信息共享方面的任何不合规行为
    • 4. 对被认定为高风险客户的客户进行更严格的监控
    • 5. 监控公司/个人的负面新闻
    • 6. 网关级别检查
    • 7. 退款案件增加

记录管理

作为合同的一部分,公司应确保按照与花旗银行约定的条款维护、保存和报告商户信息。

  • 定期更新
    • “定期更新”是指按本地和全球主管机构的规定,或按照与花旗银行达成的条款,定期审查现有记录,确保根据尽职调查流程收集的文件、数据或信息保持最新而且相关。
  • 记录更新
    • 根据公司进行的定期风险评估,公司应审核建立商户关系时所得到的文件,并取得商户更多更新的文件。

报告要求

公司应按照与花旗银行的预定安排确定的格式收集、汇总并向花旗银行报告所有与交易和商户有关的必要数据和信息,以便继续向上述有关主管、监管机构报告。

政策审查

公司将至少每年审查一次本政策,如果业务经营发生任何重大变化,将根据需要更快对本规定进行审查。本政策的所有更新/变更都将定期传达给相关人员/相关各方。

附录 1

网上商户:不得列入考虑的负面类别 — 表 I

序号类别
1成人商品和服务,包括色情和其他性暗示材料及相关草药产品(包括文学作品、片剂、注射剂、疫苗接种图像和其他媒体);陪游或卖淫服务;色情或非法网站的网站访问和/或网站会员资格
2身体部位,包括器官或其他身体部位
3批量营销工具,包括电子邮件列表、软件或其他支持未经请求发送电子邮件(垃圾邮件)的产品
4有线电视解码器和黑盒,包括用于免费获取有线电视和卫星信号的设备
5儿童色情制品,包括涉及未成年人的色情材料
6版权解锁设备,包括改装芯片或其他旨在规避版权保护的设备
7受版权保护的媒体,包括书籍、音乐、电影和其他许可或受保护材料的未经授权的副本
8受版权保护的软件,包括软件、视频游戏和其他许可或受保护材料(包括 OEM 或捆绑软件)的未经授权的副本
9冒牌及未经授权的商品,包括复制或仿造的设计师商品;没有名人代言但通常需要代言的商品;假签名、假邮票和其他可能未经授权的商品
10毒品和吸毒用具,包括非法毒品和毒品配件,包括鼠尾草和迷幻蘑菇等草药
11药物测试规避辅助工具,包括药物清洁剂,尿液测试添加剂和相关物品
12濒临灭绝的危险物种,包括动植物或其他生物(包括产品衍生物)
13政府身份证或文件,包括伪造的身份证、护照、文凭和贵族头衔
14黑客行为和破解材料,包括实现非法访问软件、服务器、网站或其他受保护财产的手册、操作指南、信息或设备
15非法商品,包括宣传非法商品或促成非法行为的材料、产品或信息
16攻击性商品,包括符合如下条件的文献、产品或其他材料:
a. 基于种族、族裔、民族、宗教、性别或其他因素诽谤或诋毁任何个人或群体
b. 鼓励或煽动暴力行为
c. 助长仇恨情绪
17冒犯性物品、犯罪,包括犯罪现场照片或与罪犯有关的物品,比如与罪犯有关的个人物品
18处方药或草药或任何类型的在线药房,包括需要获得执业许可的执业医生开具处方的药物或其他产品
19烟火装置、易燃物、腐蚀性物品和危险材料,包括爆炸物、烟花爆竹和相关物品;有毒、易燃、放射性材料和物质
20管制商品,包括安全气囊;含汞电池;氟利昂或类似物质/制冷剂;化学/工业溶剂;政府制服;车标;车牌;警察徽章和执法设备;开锁装置;农药;盖戳机;召回商品;老虎机;监视设备;受政府或其他机构规范监管的货物
21烟草和香烟,包括香烟、雪茄、咀嚼烟草和相关产品
22交通设备,包括雷达探测器/干扰器、车牌盖、交通信号改变器和相关产品
23武器,包括火器、弹药、刀具、指节铜环、枪支零件和其他武器
24批发货币,包括打折货币或货币兑换
25不符合联邦、州、地方或国际所有适用法律和法规(包括印度法律)的任何产品或服务
26商户提供的、有可能使银行/转账 和/或支付服务提供商处于不利境地和/或容易造成持卡人在收到账单时表现出购买和拒绝态度(如成人材料/成熟内容/陪游服务/交友),从而导致退款和欺诈损失的服务
27法律完全禁止的业务,例如,博彩与赌博/出版物或可能被当局解释为导致道德败坏或颓废,或煽动种姓/社区紧张局势,彩票/抽奖和博弈游戏的内容
28批量营销工具,包括电子邮件、名单、软件或其他支持未经请求发送电子邮件(垃圾邮件)的产品
29基于 Web 的电话/短信/文本/传真服务或电话卡。带宽或数据传输/相关服务。语音处理/知识处理服务
30邮件列表
31多层次营销收费/矩阵网站/传销
32与禁止从事的任何形式的烟花制作或服务活动相关的业务
33直发/直运

政策简介

制定本投诉处理政策(以下简称“政策”)是为了向客户和商户提供受理和升级其投诉、担忧和询问的充足机制,方便他们和公司沟通,提供快捷高效的投诉处理机制。本政策的有效实施由公司运营团队负责。

政策目标

制定本政策是为了实现如下目标:

  • 1. 为了客户和商户利益,建立两种截然不同的投诉处理框架,方便投诉受理和处理的实施;
  • 2. 提供适当的投诉受理方式;
  • 3. 实现快速且令人满意的投诉处理效果;
  • 4. 建立升级投诉的适当主管层级;
  • 5. 确保定期报告,尽可能减少投诉;
  • 6. 定期审核本政策和程序,确保其有效性。

提出投诉的方式(针对商户)

要提出任何投诉,线上询问表单、电子邮件等细节可在公司网页上获取。我们会为每位商户指派一位客户经理,处理商户的询问或者对不满的投诉。 如果商户有任何不满、询问或者反馈意见,可以通过如下方式联系公司:

投诉方式联系方式受理时间
电子邮件service@payermax.com24x7

提出投诉的方式(针对客户)

要提出任何投诉,电话号码(免费电话)、电子邮件等细节可在公司网页上获取。如果客户有任何不满、询问或者反馈意见,可以通过如下方式联系公司:

序号投诉方式联系方式受理时间
1电子邮件service@payermax.com24x7
2在线聊天支付 SDK 中的自动链接工作日上午 9 点到下午 6 点

投诉解决时限

公司将努力在下文所列的规定时限内处理所有投诉和询问:

序号投诉类型解决时限
1汇款相关问题5个工作日
2技术问题2个工作日
3交易相关问题2个工作日
4运营问题5个工作日
5财务相关问题7个工作日
6服务条款问题7个工作日
7退款问题3个工作日
8其他问题7-10个工作日

处理客户投诉拟花时间

主管解决投诉所需时间(从受理投诉起算)
确认立即
1 级主管48 小时内
2 级主管7 天内
3 级主管30 天内

报告要求

公司应按照与银行的预定安排确定的格式收集、汇总并向花旗银行报告所有与投诉有关的必要数据和信息,以便继续向上述有关主管、监管机构报告。

政策展示

公司将在公司网站/APP 上公开展示本政策。

政策审查

公司将至少每年审查一次本政策,以配合监管框架或业务运营发生的任何变化,将根据需要更快对本规定进行审查。本政策的所有更新/变更都将定期传达给相关人员/相关各方。

《反洗钱政策》规定了公司和员工必须遵守的最低标准,包括:

  • • 建立和维护风险基础方法(RBA),以评估和管理对公司的洗钱和恐怖分子融资风险;
  • • 建立和维护客户尽职调查,识别,验证和了解您的客户(KYC)程序,包括对那些面临较高风险的客户(如政治人物(PEP)关系)加强尽职调查;
  • • 建立和维护系统和程序,以监控客户交易活动;
  • • 内部报告可疑交易活动的程序,并向有关执法当局报告;
  • • 适当时向有关执法机关(例如,JFIU)报告可疑交易;
  • • 在规定的期限内保持适当的记录;
  • • 任命具有足够资历的合规官(CO)和洗钱报告官(MLRO),负责公司和业务部门的监督;
  • • 对所有相关员工进行培训和认识;
  • • 向公司高级管理层报告;
  • • 公司可能会要求其客户提供其他信息或文件,以履行我们的法律义务,并在其认为适当的情况下拒绝任何涉嫌与金融犯罪有关的客户或交易。