Last updated on July 29, 2021
These terms of use (“Terms of Use”) is a contract between you and PMmax Technology Limited (“PayerMax”) and governs your access to the website of PayerMax at (“Site”), including all sub-pages on this website, and use of any services of PayerMax (“PayerMax Service”). If you are an individual, you must be above eighteen (18) years of age and competent to contract under the applicable laws to access or use the PayerMax Service. If you are a merchant or business, your business must be validly organised and operating legally in the jurisdiction where PayerMax has operation in order to use the PayerMax Service.
By visiting the Site, logging on to or using the PayerMax Service, you shall be presumed to have read the Terms of Use (which includes the Merchant On-Boarding Policy and Grievance Redressal Policy, which are separately put up on the Site) and unconditionally and irrevocably accepted the terms and conditions set out therein.
The Terms of Use may be revised or altered by us at our sole discretion from time to time, and the latest Terms of Use will be posted on the Site. We will use commercially reasonable efforts to generally notify all users of any material changes to these Terms of Use, such as through a notice on our Site. However, you are responsible for periodically reviewing these Terms of Use and check for such changes.
PayerMax is a payment aggregator, processing, consolidating and reconciling payments paid to, or received from, various digital payment channels across the world into a single integrated payment solution product. Our one-stop, locally integrated payment solution allows our merchant clients to collect and make payments from and to their customers and users through a multitude of local and international digital payment methods, such as digital wallets, credit and debit cards, and bank transfers. You may subject to these Terms of Use and other related agreements integrate such relevant payment features into your website or application.
3.1 Technical Risk. While the PayerMax Service has been extensively tested and PayerMax maintains technology-risk management and business-continuity arrangements, the PayerMax Service may experience unforeseen outages or bugs beyond PayerMax’s reasonable control. Should this occur, PayerMax will take remedial steps to restore functionality as promptly as practicable.
3.2 Risk of Reliance on Third Parties. The PayerMax Service relies, in whole or partly, on third-party software and the continued development and support of third parties. There is no assurance or guarantee that those third parties will maintain their support of their software, which might have a material adverse effect on the PayerMax Service.
3.3 Regulatory Risk. While every effort has been taken to ensure that the PayerMax Service are compliant with local laws, it is difficult to predict how or whether regulatory agencies may apply existing regulation with respect to the PayerMax Service. It is likewise difficult to predict how or whether legislatures or regulatory agencies may implement changes to law and regulation affecting PayerMax Service. Regulatory actions could negatively impact PayerMax in various ways, and thus the PayerMax Service may not be available to users in certain jurisdictions.
3.4 Taxation Risk. It is possible that your intended treatment of the PayerMax Service may be challenged by tax authorities. You must seek your own tax advice in connection with the PayerMax Service provided by PayerMax, which may result in adverse tax consequences to you, including, without limitation, withholding taxes, transfer taxes, value-added taxes, income taxes and similar taxes, levies, duties or other charges and tax reporting requirements.
4.1 The PayerMax Service are protected by copyright, trademarks, patents, trade secret and/or other intellectual property laws. PayerMax, our affiliates, licensors, or our service providers own all legal right, the title, interest, copyright and other worldwide intellectual property rights in the PayerMax Services and all copies of the PayerMax Services improved, updated, upgraded, modified, or customized and any software or documents provided to you as part of or in connection with the PayerMax Service, including, without limitation, all intellectual property rights that exist therein, whether registered or not, and wherever in the world they may exist. In addition, this Terms of Use does not grant you any rights to the intellectual property rights in the PayerMax Service.
4.2 Unless you have agreed otherwise in writing with PayerMax, nothing in the Terms of Use gives you a right to use any of PayerMax’s trade names, trademarks, service marks, logos, domain names, and other distinctive brand features.
4.3 Unless you have been expressly authorised to do so in writing by PayerMax, you agree that in using the PayerMax Service, you will not use any trade mark, service mark, trade name, logo of any company or organization in a way that is likely or intended to cause confusion about the owner or authorised user of such marks, names or logos.
5.1 Password Security. In order to access the PayerMax Service, you will be required to provide your name and email address and to create a password. You are responsible for keeping the electronic device through which you access the PayerMax Service safe and maintaining adequate security and control of any and all security details that you use to access the PayerMax Service. This includes taking all reasonable steps to avoid the loss, theft or misuse of such electronic device and ensuring that such electronic device is both encrypted and password-protected. PayerMax assumes no responsibility for any loss that you may sustain due to compromise of account login credentials due to no fault of PayerMax and/or failure to follow the requirements set out in the Terms of Use, or follow or act on any notices or alerts that we may send to you.
5.2 Loss and Compromise. Any loss or compromise of your electronic device or your security details may result in unauthorised access to your PayerMax account by third parties and the loss or theft of stored value held in your PayerMax account and any associated accounts, including your account(s) with any third-party payment portal(s) and linked bank account(s) and credit card(s). You must keep your security details safe at all times. For example, you should not write them down or otherwise make them visible to others.
5.3 Shared Access. You should never allow remote access or share your computer screen with someone else when you are logged on to your PayerMax account. PayerMax will never under any circumstances ask you for your passwords or to screen-share or otherwise seek to access your computer or PayerMax account. You should not provide your details to any third party for the purposes of remotely accessing your PayerMax account. Always log into your PayerMax account through the Site to review any required actions if you have any uncertainty regarding the authenticity of any communication or notice.
5.4 Security Breach. If you suspect that your PayerMax account or any of your security details have been compromised or if you become aware of any fraud or attempted fraud or any other security incident (including a cyber-security attack) affecting you and/or PayerMax (together a “Security Breach”), you must notify PayerMax as soon as possible (using the contact details under “General Provisions” below) and continue to provide accurate and up to date information throughout the duration of the Security Breach. You must take any steps that we reasonably require to reduce, manage or report any Security Breach. Failure to provide prompt notification of any Security Breach may be taken into account in our determination of the appropriate resolution of the matter.
5.5 Safety and Security of Your Computer and Devices. PayerMax is not liable for any damage or interruptions caused by any computer viruses or other malicious code that may affect your computer or other equipment, or any phishing, spoofing or other attack. We advise the regular use of a reputable and readily available virus-screening and prevention software. You should also be aware that SMS and email services are vulnerable to spoofing and phishing attacks, and you should use care in reviewing messages purporting to originate from us.
6.1 Prohibited Use. Without prejudice to other provisions under this Terms of Use and subject to clause 2 above, we reserve the right at all times to monitor, review, retain and/or disclose any information as necessary to satisfy any applicable law, regulation, sanctions programs, legal process or governmental request. We reserve the right to cancel and/or suspend your PayeMax account(s) and/or block transactions or freeze funds immediately and without notice if we determine, in our sole discretion, that your PayerMax account is associated with a prohibited use.
6.2 Suspension. PayerMax may suspend and restrict your access to any or all the PayerMax Service if:
6.3 No advice. PayerMax makes no representation or warranty, express or implied, to the extent not prohibited by applicable laws, regarding the advisability of using any of the PayerMax Service. The past performance of the PayerMax Service is not a guide to future performance. PayerMax does not offer fiduciary services and is not your agent, advisor or fiduciary.
6.4 Not an Offering. The content of the Site and the PayerMax Service do not constitute an offer to buy or sell or a solicitation of an offer to buy or sell investments, securities, partnership interests, commodities or any other financial instruments; the content or the Site and the Services also do not constitute, and may not be used for or in connection with, an offer or solicitation by anyone in any jurisdiction in which such an offer or solicitation is not authorised or permitted, or to any person to whom it is unlawful to make such offer or solicitation.
7.1 Limitation on Liability. Subject to the overall provisions stated above, you expressly understand and agree that in no event shall PayerMax, its affiliates, and its or their licensors or service providers be liable to you for:
7.2 In the event of any jurisdiction does not allow limitations on implied warranties or the exclusion or limitation of certain damages, all or part of the disclaimers as listed above in clause 7.1 may not apply.
7.3 If you are a merchant or business, you shall ensure that, among others, all industry requisite approvals, licenses and registration in accordance with all applicable laws, rules, regulations, guidelines in force from time to time, have been obtained and are kept in full force and effect to enable you to offer your products for sale.
7.4 Indemnity. You agree to indemnify and hold PayerMax, its affiliates, its licensors, its service providers, and its and their respective officers, directors, employees, agents, successors, assignees and licensors, in any manner whatsoever, harmless from and against all losses arising from claims, demands, actions (including, without limitation, lawyer’s and experts’ fees) or other proceedings as a result of:
8.1 If you have a dispute with PayerMax, you agree to contact PayerMax through our support team in first instance to attempt to resolve any such dispute amicably. If we cannot resolve the dispute through the PayerMax support team, you agree that the dispute will be resolved in the manner described immediately below.
8.2 Each party (i) waives all its respective right(s) to have any and all disputes, claims, suits, actions, causes of action, demands or proceedings (collectively, "Disputes") arising from or related to these Terms of Use resolved in a court, and (ii) waives all its respective right(s) to have any Disputes heard before a court. Instead, each party shall arbitrate Disputes through binding arbitration (which is the referral of a Dispute to one or more persons charged with reviewing the Dispute and making a final and binding determination to resolve it instead of having the Dispute decided by a judge or jury in court).
8.3 Any Dispute arising out of or related to these Terms is personal to you and will be resolved solely through individual arbitration, and shall in no circumstances be brought as a class arbitration, class action or any other type of representative proceeding. There will be no class arbitration or arbitration in which an entity attempts to resolve a Dispute as a representative of another individual or group of individuals. Further, a Dispute cannot be brought as a class or other type of representative action, whether within or outside of arbitration, or on behalf of any other individual or group of individuals.
8.4 Any Dispute arising out of or in connection with these Terms of Use (including without limitation the enforceability of this section or any question regarding its existence, validity or termination) shall be referred to and finally resolved by arbitration administered by the Hong Kong International Arbitration Centre (HKIAC) under the HKIAC Administered Arbitration Rules in force when the Notice of Arbitration is submitted, which rules are deemed to be incorporated by reference in this clause. The seat of the arbitration shall be Hong Kong. The tribunal shall consist of [1] arbitrator. The language of the arbitration shall be English.
For information about the way in which we collect, process and share your personal information, please refer to our Privacy Policy, the full text of which is accessible on the website of PayerMax (/cn/terms/).
The following additional or amended terms shall apply to you if you are a user in the relevant jurisdiction specified below.
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:
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.
Sources of information
We process personal information that you provide to us in a number of ways, including:
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:
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:
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:
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:
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.
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:
We will only share your personal information with third parties in the following circumstances:
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.
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 will depend on the laws which apply to you and us, but you may have:
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.
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.
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.
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.
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.
The following additional or amended terms shall apply to you if you are a user in the relevant jurisdiction specified below.
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:
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.
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.
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.
Abbreviation | Term |
---|---|
EDD | Enhanced due diligence |
KYC | Know Your Customer |
RBI | Reserve Bank of India |
UNSC | United Nations Security Council |
UNSCR | United Nations Security Council resolution |
This Merchant On-Boarding Policy (Policy) has been formulated to provide the minimum requirements pertaining to the procedures that the Company shall implement when associating with Overseas Merchants and it shall, among others, cover aspects related to merchant due diligence, reporting and record management and endeavors to be in line with the requirements of the bank in this regard. The compliance and operations team of the Company will be responsible for effective implementation of this policy.
The Policy is applicable to all employees of the Company and has been prepared to achieve the following objectives:
Due diligence
On-going due diligence
The Company shall ensure maintenance, preservation and reporting of merchant information in line with the agreed terms with Citi bank as part of the engagement.
The Company shall collect, compile and report all such requisite data and information to Citibank, relating to transactions and merchants, in such format as may be outlined as per a pre-determined arrangement with Citibank for the purpose of onward reporting to such authorities, regulators.
The Policy will be reviewed at least annually, or earlier, if needed, in the event of any significant change in business operations. All updates / changes to the Policy will be communicated to the relevant staff / relevant stakeholders on a periodic basis.
Online Merchants: Negative Category that cannot be considered – Table I
Sr. No | Category |
---|---|
1 | Adult goods and services which includes pornography and other sexually suggestive materials & related herbal products (including literature, tablets, injection, vaccination imagery and other media); escort or prostitution services; Website access and/or website memberships of pornography or illegal sites |
2 | Body parts which includes organs or other body parts |
3 | Bulk marketing tools which includes email lists, software, or other products enabling unsolicited email messages (spam) |
4 | Cable descramblers and black boxes which includes devices intended to obtain cable and satellite signals for free |
5 | Child pornography which includes pornographic materials involving minors |
6 | Copyright unlocking devices which includes Mod chips or other devices designed to circumvent copyright protection |
7 | Copyrighted media which includes unauthorized copies of books, music, movies, and other licensed or protected materials |
8 | Copyrighted software which includes unauthorized copies of software, video games and other licensed or protected materials, including OEM or bundled software |
9 | Counterfeit and unauthorized goods which includes replicas or imitations of designer goods; items without a celebrity endorsement that would normally require such an association; fake autographs, counterfeit stamps, and other potentially unauthorized goods |
10 | Drugs and drug paraphernalia which includes illegal drugs and drug accessories, including herbal drugs like salvia and magic mushrooms |
11 | Drug test circumvention aids which includes drug cleansing shakes, urine test additives, and related items |
12 | Endangered species which includes plants, animals or other organisms (including product derivatives) in danger of extinction |
13 | Government IDs or documents which includes fake IDs, passports, diplomas, and noble titles |
14 | Hacking and cracking materials which includes manuals, how-to guides, information, or equipment enabling illegal access to software, servers, website, or other protected property |
15 | Illegal goods which includes materials, products, or information promoting illegal goods or enabling illegal acts |
16 | Offensive goods which includes literature, products or other materials that: a. Defame or slander any person or groups of people based on race, ethnicity, national origin, religion, sex, or other factors b. Encourage or incite violent acts c. Promote intolerance or hatred. |
17 | Offensive goods, crime which includes crime scene photos or items, such as personal belongings, associated with criminals |
18 | Prescription drugs or herbal drugs or any kind of online pharmacies which includes drugs or other products requiring a prescription by a licensed medical practitioner. |
19 | Pyrotechnic devices, combustibles, corrosives and hazardous materials which includes explosives, fireworks and related goods; toxic, flammable, and radioactive materials and substances |
20 | Regulated goods which includes air bags; batteries containing mercury; Freon or similar substances/refrigerants; chemical/industrial solvents; government uniforms; car titles; license plates; police badges and law enforcement equipment; lock-picking devices; pesticides; postage meters; recalled items; slot machines; surveillance equipment; goods regulated by government or other agency specifications |
21 | Tobacco and cigarettes which includes cigarettes, cigars, chewing tobacco, and related products |
22 | Traffic devices which includes radar detectors/jammers, license plate covers, traffic signal changers, and related products |
23 | Weapons which includes firearms, ammunition, knives, brass knuckles, gun parts, and other armaments |
24 | Wholesale currency which includes discounted currencies or currency exchanges |
25 | Any product or service which is not in compliance with all applicable laws and regulations whether federal, state, local or international including the laws of India. |
26 | The Merchant providing services that have the potential of casting the Bank/ TranServ and/ or Payment Service Providers in a poor light and/ or that may be prone to – Buy & Deny attitude of the cardholders when billed (e.g. Adult material/ Mature content/ Escort services/ friend finders) and thus leading to chargeback and fraud losses. |
27 | Businesses out-rightly banned by law (e.g. Betting & Gambling/ publications or content that is likely to be interpreted by the authorities as leading to moral turpitude or decadence or incite caste/communal tensions, lotteries/sweepstakes & games of chance. |
28 | Bulk marketing tools which includes email, lists, software, or other products enabling unsolicited email messages (spam) |
29 | Web-based telephony/ SMS/Text/ Facsimile services or Calling Cards. Bandwidth or Data transfer/ allied services. Voice process/ knowledge process services. |
30 | Mailing lists |
31 | Multi-Level Marketing collection fees/Matrix sites/Pyramid Marketing |
32 | Businesses which involved in any kind of production or services of Fireworks are prohibited. |
33 | Drop Shipment |
This Grievance Redressal Policy (Policy) has been formulated to provide customers and merchants adequate facilities to lodge and escalate their grievances, concerns and queries with the Company and to provide a speedy and effective redressal mechanism for the same. The operations team of the Company will be responsible for effective implementation of this policy.
The Policy has been prepared to achieve the following objectives:
To lodge any compliance, details like on line queries form, Email, etc. will be available on the website page of the Company. And each merchant will be assigned an account manager to handle the queries or dissatisfaction from merchants. In case of any dissatisfaction, queries or feedback, merchants may contact the Company through the following modes:
Mode | Contact details | Availability |
---|---|---|
service@payermax.com | 24x7 |
To lodge any compliance, details like phone number (toll free number), Email, etc. will be available on the website page of the Company. In case of any dissatisfaction, queries or feedback, customers may contact the Company through the following modes:
Sr. No | Mode | Contact details | Availability |
---|---|---|---|
1 | service@payermax.com | 24x7 | |
2 | Online chat | Auto link in payment SDK | Working days and 9am-6pm |
The Company shall endeavor to resolve all complaints and queries within the resolution timelines outlined below:
Sr. No | Complaint type | Resolution timeline |
---|---|---|
1 | Remittance related issues | 5 working days |
2 | Technical issues | 2 working days |
3 | Transaction related issues | 2 working days |
4 | Operational | 5 working days |
5 | Finance related issues | 7 working days |
6 | Terms of service | 7 working days |
7 | Refunds | 3 working days |
8 | Others | 7-10 working days |
Authority | Turn-around time for complaint resolution (From time of receipt of complaint) |
---|---|
Acknowledgement | Immediately |
Level 1 Authority | Within 48 hours |
Level 2 Authority | Within 7 days |
Level 3 Authority | Within 30 days |
The Company shall collect, compile and report all such requisite complaint-related data and information to the bank in such format as may be outlined as per a pre-determined arrangement with Citibank for the purpose of onward reporting to such authorities, regulators.
The Company shall publicly display the Policy on the Company’s website/app.
The Policy will be reviewed at least annually, or earlier, if needed, in the event of any change in the regulatory framework or in business operations. All updates / changes to the Policy will be communicated to the relevant staff / relevant stakeholders on a periodic basis.
PMmax Technology Limited (the “Company”)’s AML/CFT Policy is designed to ensure that the Company complies with the requirements and obligations set out in Hong Kong and international legislations, regulations, rules and Industry Guidance for the Money Service Operators (MSO) sector, including the need to have adequate systems and controls in place to mitigate the risk of the firm being used to facilitate financial crime. The AML Policy sets out the minimum standards which must be complied with by the Company and employees and includes: