Complaints and Enquiries

Averipay

We aim to provide clear information about the terms of our payment services and to give careful attention to every enquiry.

If you have a question, a comment or a complaint relating to the services of Averipay, you may submit it to the Company. We will review the information you provide and reply in accordance with the established procedure and the requirements of the law.

1. General provisions

1.1. This Complaints and Enquiries Procedure sets out the main rules for submitting, registering and handling complaints and enquiries received by Avrepey OOD, UIC 208357967, which operates under the Averipay brand (hereinafter the "Company").

1.2. The Procedure applies to complaints and enquiries from prospective merchants, merchants, payment service users, payers and other persons who deal with the Company.

1.3. Complaints and enquiries are handled in accordance with the legislation of the Republic of Bulgaria, the applicable consumer protection requirements and the Company’s internal procedures.

1.4. Submitting a complaint directly to the Company is free of charge.

1.5. Contacting the Company does not limit the complainant’s right to use other means of protecting their rights that are provided for by law.

2. What you can contact us about

You may contact the Company on matters relating to its activities and the payment services it provides.

2.1. Fees and limits

Questions about the fees, limits and settlement terms published on the Fees and limits page, and about how they are applied.

2.2. Merchant onboarding and verification

Questions about how to submit an application, the documents required, know-your-customer and anti-money-laundering checks, and the outcome of the review.

2.3. Payment transactions

Disputes about unauthorised or incorrectly executed payment transactions, duplicate charges, refunds, chargebacks and other payment disputes.

2.4. Settlement and payouts

Settlement delays, the amount of funds paid out, transaction reports and fee deductions.

2.5. Account blocking or restriction

Questions about the temporary suspension of payment acceptance, the holding of funds or the restriction of an account in connection with fraud prevention measures and checks under anti-money-laundering legislation.

2.6. Quality of service

Comments and complaints about the information provided, dealings with the Company’s representatives and the quality of service.

2.7. Personal data

Questions about the processing and protection of personal data, and requests to exercise the rights provided for by the GDPR.

2.8. Other matters

Other enquiries directly related to the activities of Averipay.

3. How to submit a complaint or enquiry

3.1. You may submit a complaint or enquiry by any of the following means.

By email:: payments@averipay.com
By post:: Avrepey OOD —
Through the website form:: feedback form
By phone:: —

3.2. If a complaint or enquiry is received by phone, the Company may ask you to submit it in writing where this is necessary for it to be properly handled or for the circumstances to be documented.

3.3. Up-to-date contact details are also published on the "Contact" page.

4. What to include in your complaint or enquiry

To allow your complaint or enquiry to be handled, we recommend that you provide the following:

The first name and surname of the complainant.
A contact email address or another way of receiving a reply.
The merchant agreement or account number and, if the matter relates to a specific payment transaction, its identifier, date and amount.
A detailed description of the question or the situation that has arisen.
The date of the event, if relevant.
Documents or other materials supporting the circumstances described, if available.
The outcome you expect from the review.

Providing additional information helps the Company to establish the circumstances more quickly and to prepare a substantive reply.

Do not send passwords, one-time verification codes or other secret data.

If your complaint or enquiry contains personal data of third parties, provide only the information necessary for it to be handled.

5. Registration of the complaint or enquiry

5.1. Complaints and enquiries received are registered in accordance with the Company’s internal procedure.

5.2. On registration, the date of receipt, the subject matter and the information needed to handle the complaint or enquiry are recorded.

5.3. If additional information is needed to handle the complaint or enquiry, the Company may contact the complainant and ask for the relevant clarifications or documents.

5.4. If the matter falls within the remit of another department of the Company, it is passed to the responsible staff for further handling.

5.5. Where a relevant procedure exists, the complainant may be given a registration number so that they can later check the status of the complaint or enquiry.

6. Handling of complaints

6.1. The Company handles complaints received objectively and consistently, taking into account the information provided by the complainant.

6.2. In the course of the review, the following may be carried out:

Verification of the circumstances set out in the complaint.
Analysis of the payment services agreement and related documents.
Verification of information on payment transactions, settlement and fees.
Obtaining explanations from the responsible staff.
Requesting additional information from the complainant.
Identifying possible measures to resolve the situation.

6.3. Following the review, the Company takes a decision on the substance of the complaint or enquiry.

6.4. If a complaint is found to be justified, the Company determines the measures needed to remedy the breaches identified, within the limits of its powers and the requirements of the law.

6.5. If the demands made cannot be met, the complainant is given a reasoned reply explaining the Company’s position.

7. Time limits

7.1. Complaints and enquiries are handled within the time limits set by the applicable legislation of the Republic of Bulgaria.

7.2. Complaints from payment service users relating to payment services (including unauthorised or incorrectly executed transactions, fees, settlement delays and account blocking) are handled within the time limits laid down by the Payment Services and Payment Systems Act (PSPSA) and Directive (EU) 2015/2366 (PSD2): the Company sends its reply on paper or another durable medium within 15 business days of receipt of the complaint.

7.3. Where, for reasons beyond the Company’s control, a reply cannot be given within the time limit in clause 7.2, the Company sends a holding reply stating the reasons for the delay and the date by which the final reply will be received. The final reply is provided no later than 35 business days after receipt of the complaint.

7.4. For other categories of enquiries, the time limits are determined by the applicable regulatory requirements and the Company’s approved procedure.

7.5. If the enquiry concerns the exercise of data subject rights, the time limits laid down by the GDPR apply. As a rule, a reply is provided within one month of receipt of the request, with the possibility of extension in the cases provided for by law.

7.6. If additional information is needed for the review, the Company informs the complainant that it must be provided in accordance with the established procedure.

8. Reply to the complaint or enquiry

8.1. Following the review, a reply is sent to the complainant, taking into account the nature of the complaint or enquiry and the applicable legal requirements.

8.2. The reply may contain:

Information on the results of the review.
An explanation of the terms of the agreement or of the Company’s actions.
A decision on the claims made.
A description of the measures taken to resolve the situation.
Information on further options for the protection of the complainant’s rights.

8.3. The reply is sent to the contact details given by the complainant or by another agreed means, in compliance with personal data protection requirements.

8.4. If the complaint or enquiry concerns confidential information about the merchant account or payment transactions, the Company may carry out the necessary identity checks on the complainant before providing the relevant information.

9. If you disagree with the reply

9.1. If the complainant disagrees with the outcome of the review, they are entitled to contact the Company again with additional information or to use the mechanisms for the protection of their rights provided for by law.

9.2. Payment service users may contact the competent authorities of the Republic of Bulgaria, depending on the subject of the complaint.

Commission for Consumer Protection of the Republic of Bulgaria (KZP)

The authority that protects consumer rights within the limits of its powers.

Official website: www.kzp.bg

Conciliation Commission for Payment Disputes at the KZP

A body for the out-of-court resolution of disputes between payment service users and payment service providers. A dispute may be referred to the Commission in accordance with the procedure and conditions laid down in the PSPSA, including where the Company has not replied in time or the reply does not satisfy the user.

Official website: www.kzp.bg

Bulgarian National Bank (BNB)

The authority that supervises payment service providers. The complainant may notify the BNB of a suspected breach of the requirements of the PSPSA.

Official website: www.bnb.bg

Commission for Personal Data Protection (CPDP)

The competent supervisory authority for personal data protection.

Official website: www.cpdp.bg

9.3. Out-of-court dispute resolution through the Conciliation Commission for Payment Disputes is available to payment service users in the cases provided for by law. Information on the specific competent body is provided according to the nature of the dispute and the applicable legislation.

9.4. Disputes concerning contested card transactions may also be handled under the rules of the relevant payment schemes and the card issuer.

9.5. Submitting a complaint or enquiry to the Company does not deprive the complainant of the right to judicial protection.

10. Confidentiality of complaints and enquiries

10.1. Personal data provided when submitting a complaint or enquiry is processed for the purposes of registering and handling it, preparing a reply and complying with applicable legal obligations.

10.2. Access to the information is granted only to authorised persons who need it to perform their duties.

10.3. The information may be disclosed to third parties and competent authorities where there is a lawful basis for doing so.

10.4. Retention periods for complaints and related materials are determined by law and by the Company’s approved data retention rules.

10.5. Detailed information on how personal data is processed is set out in the Privacy Policy.

11. Contact details

For matters relating to the submission and handling of complaints and enquiries, you may contact Averipay.

Legal name:: Avrepey OOD
Trading name:: Averipay
UIC:: 208357967
Email for complaints and enquiries:: payments@averipay.com
Phone:: —
Postal address:: —
Working hours:: —

If your complaint or enquiry relates to a specific payment transaction or a merchant account, please state the transaction identifier or the agreement or account number. This will help to identify the subject matter and to provide you with the necessary information.

12. Final provisions

12.1. This Procedure is published on the official website of Averipay for the information of complainants, customers and other interested persons.

12.2. The Company may update the Procedure in view of changes in legislation, internal procedures and the ways in which it interacts with customers.

12.3. The current version of the document is published on the website, stating the date of the last update.

12.4. This Procedure does not limit the rights of complainants under the legislation of the Republic of Bulgaria and of the European Union.

Last updated: November 10, 2026

Averipay