Who we are and what these terms cover

These Terms of Service (the “Terms”) are an agreement between PAYFEAR LIMITED, a corporation incorporated under the Business Corporations Act (Alberta) with corporate access number 2027633714 and registered office at 700-602 12 Avenue SW, Calgary, Alberta T2R 1J3, Canada (“PayFear”, “we”, “us”), and the business that applies for or uses our services (the “Merchant”, “you”).

PayFear is registered with the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) as a money services business under registration number N300000825.

These Terms apply together with your Merchant Application, your fee schedule, our AML and KYB Policy, our Risk and Acceptable Use Policy, our Refund Policy and our Privacy Policy (together, the “Agreement”). If a signed merchant agreement conflicts with these Terms, the signed merchant agreement prevails.

Definitions

• Acquiring Partner means a financial institution licensed to acquire card transactions and a principal member of Visa and/or Mastercard that sponsors PayFear as a payment facilitator.
• Card Schemes means Visa, Mastercard and any other payment network we make available, together with their operating rules (the “Scheme Rules”).
• Cardholder means a person who pays you with a payment card.
• Chargeback means a reversal of a transaction initiated by the card issuer under the Scheme Rules.
• Services means the payment services described in section 3.
• Settlement means the payment to your nominated bank account of transaction proceeds less fees, refunds, chargebacks, reserves and other amounts due under the Agreement.
• Transaction means a card payment submitted through the Services.

Our services

PayFear provides payment solutions to business clients, including online card acceptance, payment gateway access through an API or hosted payment page, multi-currency processing, settlement, reporting, fraud screening and chargeback management.

The Services are available only to businesses. They are not offered to consumers or for personal, family or household purposes.

Eligibility and onboarding

To use the Services you must be a legal entity validly registered in the United Kingdom, a member state of the European Economic Area or another country we approve, with a business bank account in your own legal name and a business model we have approved.

Before we open an account, and at any time during the relationship, we carry out the verification described in our AML and KYB Policy. This includes verification of your company, your beneficial owners holding 25% or more, your directors and authorised signatories, your website and your business model. You must provide complete, accurate and current information and documents, and you authorise us to verify them with third parties, including registries, identity verification providers, credit reference agencies, sanctions and adverse media databases, the Card Schemes’ merchant monitoring databases (including Mastercard MATCH and Visa VMAS) and our Acquiring Partner.

We may refuse any application at our discretion and are not obliged to give reasons where the law or the Scheme Rules prevent it.

Your obligations

You must:

• comply with all applicable laws, the Scheme Rules and the Agreement;
• sell only the goods and services described in your approved Merchant Application, under your approved website domains and merchant category codes;
• not offer any product or service listed as prohibited in our Risk and Acceptable Use Policy, and not offer restricted products without our prior written approval;
• display on your website your legal name, registered address, customer service email and phone number, clear terms and conditions, a refund and cancellation policy, a privacy policy, the total price and currency of every purchase and, for subscriptions, the billing amount, frequency and how to cancel;
• submit only genuine Transactions arising from sales between you and the Cardholder, and never submit Transactions on behalf of any third party (transaction laundering and payment aggregation are prohibited);
• not split a single sale into several Transactions, add surcharges where prohibited, or set minimum or maximum transaction amounts contrary to the Scheme Rules;
• use 3-D Secure where we require it and follow our fraud prevention instructions;
• notify us in writing at least 30 days before any change of ownership, directors, legal name, address, bank account, website, products or business model, and immediately of any insolvency event or investigation by any authority;
• keep records of every Transaction, including evidence of delivery and customer communications, for at least 18 months, and provide them to us within 5 business days of request.

Card data and security

Card data is collected and processed by our PCI DSS Level 1 certified gateway. You must not store, process or transmit full card numbers, card verification codes or PIN data outside our hosted payment page or API, and you must maintain PCI DSS compliance appropriate to your integration (as a minimum, the relevant self-assessment questionnaire). You must report any suspected compromise of card data to us immediately.

Fees

You agree to pay the fees set out in your fee schedule, which may include processing fees, fixed per-transaction fees, refund fees, chargeback fees, currency conversion fees and Card Scheme pass-through fees. We deduct fees from Settlement. If Settlement is insufficient, you must pay the amount owed within 5 business days of our invoice. We may change fees on 30 days’ written notice, or immediately where the change results from a change in Card Scheme or Acquiring Partner fees.

Settlement

We settle funds received from the Acquiring Partner for your Transactions to the verified bank account in your legal name, in EUR or GBP, according to the settlement schedule in your Merchant Application. Each Settlement is accompanied by a report itemising Transactions, fees, refunds, chargebacks and reserve movements. We will not settle to any third-party account.

We may delay or withhold Settlement where we reasonably suspect fraud, money laundering, a breach of the Agreement or the Scheme Rules, or where required by law, the Acquiring Partner or a Card Scheme, for as long as is reasonably necessary to investigate.

Reserves and security

To cover chargebacks, refunds, fines and other liabilities, we may require a rolling reserve (a percentage of each Settlement held for a set period), a fixed reserve or other security. The amount and duration are set out in your Merchant Application and may be changed on notice if your risk profile changes. Reserve funds are released once the related liabilities have expired, normally no later than 180 days after the last Transaction.

Refunds and chargebacks

You must refund Cardholders in line with your published refund policy and the Scheme Rules, by refunding the original card used. Cash refunds of card Transactions are prohibited.

You are responsible for all chargebacks and related fees and for any fines, assessments or monitoring programme costs imposed by the Card Schemes or the Acquiring Partner because of your activity. We will notify you of each chargeback and you may submit evidence within the deadline we give you; we will present it to the Acquiring Partner, whose decision under the Scheme Rules is final.

Your chargeback and fraud ratios must remain below the thresholds of the Visa Acquirer Monitoring Program and the Mastercard Excessive Chargeback and Excessive Fraud programmes and any lower thresholds we notify to you.

Suspension and termination

Either party may terminate the Agreement on 30 days’ written notice. We may suspend the Services or terminate the Agreement immediately where:

• you breach the Agreement, the Scheme Rules or the law;
• you provided false or misleading information, or fail to provide information we request for verification;
• your chargeback, refund or fraud levels exceed our thresholds;
• we suspect fraud, money laundering, terrorist financing, sanctions evasion or other financial crime;
• you become insolvent or cease trading;
• the Acquiring Partner, a Card Scheme or a regulator requires it.

On termination, we may hold funds as a reserve for up to 180 days to cover chargebacks and other liabilities. Where required by the Scheme Rules, we and the Acquiring Partner may report you to Mastercard MATCH or similar databases.

Liability

We are not liable for any indirect or consequential loss, loss of profit, revenue or goodwill, or for any failure caused by the Acquiring Partner, the Card Schemes, card issuers, telecommunications providers or events outside our reasonable control. Our total liability in any 12-month period is limited to the fees you paid to us in that period. Nothing in these Terms limits liability that cannot be limited by law, including liability for fraud.

You will indemnify us and the Acquiring Partner against all losses, chargebacks, fines and costs arising from your Transactions, your breach of the Agreement or the Scheme Rules, or your violation of any law.

Compliance with law

We are subject to the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (Canada) and its regulations, Canadian sanctions laws and the requirements of our Acquiring Partner. We may be required to report transactions to FINTRAC or other authorities and may be prohibited from telling you that we have done so. We will not be in breach of the Agreement by complying with these obligations.

Data protection and confidentiality

We process personal data in accordance with our Privacy Policy and applicable law, including the Personal Information Protection and Electronic Documents Act (Canada), the EU General Data Protection Regulation and the UK GDPR. Each party will keep the other party’s confidential information confidential, except where disclosure is required by law, a regulator, the Acquiring Partner or the Card Schemes.

Complaints

If you are not satisfied with our Services, email [email protected] with the subject “Complaint”. We will acknowledge your complaint within 2 business days and send a final response within 15 business days. If more time is needed, we will explain why and give a final response no later than 35 business days after receiving the complaint.

Changes to these terms

We may update these Terms by giving you at least 30 days’ notice by email, unless a shorter period is required by law, a Card Scheme or the Acquiring Partner. Continued use of the Services after the effective date means you accept the updated Terms.

Governing law and disputes

These Terms are governed by the laws of the Province of Alberta and the federal laws of Canada applicable there. The courts of Alberta have exclusive jurisdiction over any dispute, without prejudice to our right to bring proceedings in the courts of the country where you are established.

Contact

PAYFEAR LIMITED, 700-602 12 Avenue SW, Calgary, Alberta T2R 1J3, Canada. Email: [email protected].

Purpose and scope

PAYFEAR LIMITED (“PayFear”) is registered with the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) as a money services business, registration number N300000825, for payment service provider and virtual currency activities. This policy sets out how we prevent our services from being used for money laundering, terrorist financing, sanctions evasion, fraud and other financial crime.

The policy applies to all merchants, prospective merchants, their beneficial owners, directors and authorised signatories, and to all PayFear directors, employees, contractors and agents. Breach of this policy by staff is a disciplinary matter; breach by a merchant is grounds for immediate suspension and termination.

Legal and regulatory framework

Our compliance program is designed to meet the requirements of:

• the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA) and its regulations, and FINTRAC guidance;
• the Criminal Code (Canada), the Special Economic Measures Act, the Justice for Victims of Corrupt Foreign Officials Act and regulations made under the United Nations Act;
• the Visa and Mastercard rules for payment facilitators and sponsored merchants;
• the requirements of our Acquiring Partners, including standards consistent with the EU anti-money laundering framework and the UK Money Laundering, Terrorist Financing and Transfer of Funds Regulations 2017, because our merchants are established in the United Kingdom and the European Economic Area;
• the Recommendations of the Financial Action Task Force (FATF).

Compliance program and governance

Our compliance program has the five elements required by the PCMLTFA:

1. Compliance Officer. The Board has appointed a Compliance Officer with the authority, independence and resources to implement the program. The Compliance Officer reports directly to the Board at least quarterly.
2. Written policies and procedures. This policy and our internal procedures are approved by the Board, kept up to date and reviewed at least annually.
3. Risk assessment. We document and regularly update an assessment of the money laundering and terrorist financing risks of our clients, products, delivery channels, geographies and new technologies.
4. Training. All staff and agents receive training before they start and at least annually.
5. Effectiveness review. An independent review of the program is carried out at least every two years, and its findings are reported to the Board within 30 days.

Risk-based approach

Every merchant receives a risk rating of low, medium or high at onboarding, and the rating is updated whenever we learn something new. The rating decides the depth of due diligence, the level of approval, the intensity of monitoring and the frequency of reviews.

Know your business: merchant verification

No merchant may process a transaction before verification is complete and the account has been approved. We verify the business itself, the people who own and control it, and the business it actually conducts.

The company

We confirm the existence, legal name, registration number, registered address and status of the company using an original, valid and current record, which we check directly against the official company register in the country of incorporation (for example Companies House in the United Kingdom, KRS in Poland or the Register of Legal Entities in Lithuania). We collect:

• certificate of incorporation and a current registry extract issued within the last 3 months;
• articles of association or equivalent constitutional documents;
• register of shareholders and register of directors, and an ownership structure chart down to the natural persons;
• proof of the operating address if it differs from the registered address;
• any licence or registration required for the merchant’s activity;
• a bank statement or bank letter confirming a business account in the merchant’s own legal name, which is the only account we will settle to.

Beneficial owners, directors and signatories

We identify every natural person who directly or indirectly owns or controls 25% or more of the merchant, every director, and every person authorised to act on its behalf. Where no person holds 25% or more, we identify the person who exercises control. We take reasonable measures to confirm the accuracy of this information and keep a record of those measures. For each person we verify identity using one of the methods permitted by FINTRAC:

• government-issued photo identification: a valid passport or national identity card, authenticated by our identity verification provider with document security checks, liveness detection and face matching;
• dual-process method: information from two independent reliable sources, for example a credit file and a utility bill or bank statement;
• credit file method where available in the person’s country.

We also collect proof of residential address issued within the last 3 months and confirm that the authorised signatory has authority to bind the company.

The business model

• a description of products and services, pricing, delivery, target customers and countries;
• a full review of every website and app to be used, checking legal name, contact details, terms and conditions, refund and cancellation policy, privacy policy, checkout transparency, subscription disclosures and the absence of prohibited content;
• processing statements for the last 3 to 6 months where the merchant has processed before, with chargeback, refund and fraud ratios;
• expected monthly volume, transaction count and average ticket, which become the baseline for monitoring;
• assignment of the correct merchant category code under the Scheme Rules.

Screening

The merchant, its trading names, owners, directors and signatories are screened before onboarding and then daily against:

• Canadian sanctions lists and listed terrorist entities, UN Security Council lists, the EU consolidated list, the UK OFSI consolidated list and the US OFAC lists;
• politically exposed persons, heads of international organisations, their family members and close associates;
• adverse media and law enforcement databases;
• Mastercard MATCH and Visa VMAS.

Third-party determination and purpose of the relationship

We determine whether the merchant is acting on behalf of a third party and record the intended purpose and nature of the business relationship. Merchants may not process transactions for any other business.

Enhanced due diligence

We apply enhanced due diligence to high-risk merchants, including those in restricted industries, those with a politically exposed person among their owners or controllers, complex or cross-border ownership structures, and links to higher-risk jurisdictions. Enhanced measures include:

• evidence of the source of funds and source of wealth of the beneficial owners;
• a video interview with a director;
• additional evidence of business activity, such as supplier contracts, licences, financial statements and tax filings;
• test transactions and a review of the full customer journey;
• approval by senior management before the account is opened;
• lower processing limits, a higher rolling reserve and more frequent reviews.

Prohibited relationships

We do not onboard or maintain a relationship with:

• any person or entity on a sanctions list, or owned or controlled by such a person;
• shell companies with no real business, shell banks, or companies with bearer shares;
• businesses whose ownership or control cannot be fully established;
• merchants incorporated or operating in, or owned from, jurisdictions subject to a FATF call for action or comprehensive sanctions, including Iran, North Korea, Myanmar, Cuba and Syria, as well as Russia, Belarus and the Russian-occupied regions of Ukraine;
• businesses offering any product or service prohibited under our Risk and Acceptable Use Policy;
• applicants who refuse to provide, or provide false or inconsistent, verification information.

Ongoing monitoring

We monitor every merchant throughout the relationship to confirm that its activity matches what it told us and to detect suspicious transactions. Our automated rules and analysts review, among other things:

• volume, transaction count or average ticket significantly above the approved baseline;
• velocity patterns, repeated declines, card testing and many cards used from one device or IP address;
• mismatches between card country, IP country and the merchant’s target markets;
• refunds exceeding sales, refunds to different cards and unusual refund patterns;
• chargeback and fraud ratios approaching scheme thresholds;
• signs of transaction laundering, such as traffic from undisclosed websites or products inconsistent with the approved business;
• changes to websites, products, ownership or directors.

Merchant websites are checked automatically and manually on a regular basis. Periodic reviews refresh all due diligence:

Reporting to authorities

PayFear reports to FINTRAC as required by the PCMLTFA, including:

• suspicious transaction reports, submitted as soon as practicable once we have reasonable grounds to suspect that a transaction or attempted transaction is related to money laundering or terrorist financing;
• terrorist property reports and listed person or entity property reports, submitted immediately, together with disclosure to the RCMP and CSIS where required;
• large virtual currency transaction reports and electronic funds transfer reports for transactions of CAD 10,000 or more, including amounts aggregated under the 24-hour rule;
• any measures required by ministerial directives.

Where property of a sanctioned person is identified, it is frozen and reported to the relevant authorities. Staff must not inform any person that a report has been or may be made.

Record keeping

We keep verification records, beneficial ownership information, risk assessments, transaction records, reports and the reasoning behind our decisions for at least five years after the end of the business relationship or the date of the transaction, and longer where required by our Acquiring Partners or the Scheme Rules. Records can be provided to FINTRAC within 30 days of a request.

Training

All employees and agents receive AML, sanctions and fraud training before they start work and at least once a year after that, with additional training when the law, the Scheme Rules or our procedures change. Training completion is recorded.

Merchant obligations

Merchants must cooperate with our due diligence, provide information and documents within the deadlines we set, tell us in advance about changes to ownership, management or business, and maintain their own controls appropriate to their activity. We may suspend processing or settlement until requested information is provided.

Contact

Questions about this policy can be sent to the Compliance Officer at [email protected] with the subject “Compliance”, or by post to PAYFEAR LIMITED, 700-602 12 Avenue SW, Calgary, Alberta T2R 1J3, Canada.

Purpose

This policy describes how PAYFEAR LIMITED manages the risk of the merchants it supports, in line with the Visa Integrity Risk Program, the Mastercard Business Risk Assessment and Mitigation (BRAM) program, the requirements of our Acquiring Partners and applicable law. It applies to every merchant and to every website, app and product processed through PayFear.

Prohibited businesses

We will not onboard, and will terminate, any merchant that offers:

• any product or service that is illegal in the merchant’s country or in the cardholder’s country;
• adult content or services of any kind, including pornography, webcam services and escort or sexual services;
• child sexual abuse material, non-consensual content, or any content depicting violence, bestiality or incest;
• counterfeit, replica or intellectual-property-infringing goods;
• illegal drugs, drug paraphernalia, prescription medicines without a licence and synthetic or “legal high” substances;
• weapons, firearms, ammunition, explosives and their components;
• gambling, lotteries and games of chance for money;
• unlicensed financial services, including money transmission, currency exchange, lending, investment products and virtual asset services;
• pyramid, Ponzi and get-rich-quick schemes, binary options and unregulated trading;
• content promoting terrorism, hatred or violence;
• payment aggregation or the processing of payments for any third party;
• any business owned by or dealing with persons or countries subject to sanctions.

Restricted businesses

The following businesses may be supported only with our prior written approval, enhanced due diligence, the approval of our Acquiring Partner and, where the Scheme Rules require it, registration with Visa or Mastercard:

• online dating and matchmaking services (MCC 7273), provided they contain no adult content and verify that users are adults;
• online games and in-game purchases (MCC 5816), including loot boxes where lawful;
• subscription and recurring billing models, including free trials;
• freelance and service marketplaces;
• nutraceuticals, cosmetics and other products sold on trial offers;
• travel, ticketing and other future-delivery services;
• alcohol, tobacco and e-cigarettes, subject to age verification.

Website and checkout requirements

Before going live and at all times afterwards, each merchant website must clearly show the merchant’s legal name and address, customer service contacts, terms and conditions, refund and cancellation policy, privacy policy, delivery terms, the full price and currency before payment, and the descriptor that will appear on the cardholder’s statement. Subscriptions must show the amount, billing frequency, trial terms and an easy way to cancel, and the cardholder must actively agree to recurring billing.

Fraud prevention

• 3-D Secure 2 authentication, applied to all transactions unless an exemption is approved;
• real-time fraud scoring using device, IP, velocity, BIN and geolocation data;
• blocking of card testing, repeated declines and known fraudulent cards, devices and emails;
• limits on transaction amount, daily volume and number of transactions per card, set for each merchant;
• manual review of transactions flagged by our rules.

Chargeback and fraud thresholds

Merchants must keep their monthly chargeback ratio below 0.5% and their fraud ratio below 0.1%, by count and by value. These internal limits are deliberately lower than the thresholds of the Visa Acquirer Monitoring Program and the Mastercard Excessive Chargeback and Excessive Fraud programmes.

Reserves and limits

Depending on its risk profile, a merchant may be required to maintain a rolling reserve, to accept delayed settlement or to operate within monthly volume limits. These measures are set out in the merchant agreement and are reviewed at least every six months.

Monitoring and enforcement

We monitor merchant websites, products and transactions continuously. If we find a breach of this policy we may require immediate correction, suspend processing, withhold settlement, impose a reserve or terminate the relationship. Where required by the Scheme Rules, terminated merchants may be listed on Mastercard MATCH.

Contact

To ask whether we can support your business, email [email protected].

If you see PAYFEAR on your card statement

PayFear processes card payments on behalf of online businesses. A payment made to one of our merchants appears on your statement as PAYFEAR* followed by the merchant’s name, for example PAYFEAR*BRANDNAME. PayFear does not sell goods or services to consumers and does not decide whether a purchase is refunded.

How to request a refund as a customer

1. Contact the merchant first, using the customer service details on its website or in your order confirmation. The merchant’s own refund policy applies to your purchase.
2. If you cannot identify the merchant, email [email protected] with the date and amount of the charge, the descriptor shown on your statement, and the first six and last four digits of your card. Never send your full card number or security code. We will identify the merchant and pass your request to them within 2 business days.
3. If the merchant does not resolve your request, you can contact your card issuer to dispute the payment under the Visa or Mastercard rules.

When a refund is approved, it is returned to the card used for the original purchase. It normally reaches your account within 5 to 10 business days, depending on your card issuer.

What we require from our merchants

• a clear refund and cancellation policy published on the website and accepted before payment;
• processing of approved refunds within 3 business days of the decision;
• refunds only to the original card, never in cash, by bank transfer or to another card;
• an easy way to cancel subscriptions, with no further charges after cancellation;
• responses to customer refund requests within 2 business days.

Customers in the EU and the UK may have a statutory right to withdraw from distance contracts within 14 days. For digital content, this right may end when delivery begins with the customer’s express consent and acknowledgement. Merchants must comply with these consumer protection rules.

Refunds of PayFear fees for merchants

Fees charged to merchants under the merchant agreement are not refundable once the related service has been provided. Card scheme and acquirer fees passed through to the merchant are not refundable by PayFear. If we charge a fee in error, we will refund it in full within 10 business days of confirming the error. Merchants should raise any billing query within 60 days of the settlement report on which the fee appears.

When a merchant refunds a transaction, the original processing fee is not returned unless the merchant agreement says otherwise.

Contact

PAYFEAR LIMITED, 700-602 12 Avenue SW, Calgary, Alberta T2R 1J3, Canada. Email: [email protected].

Who is responsible for your information

PAYFEAR LIMITED, 700-602 12 Avenue SW, Calgary, Alberta T2R 1J3, Canada (corporate access number 2027633714) is responsible for the personal information described in this policy. We comply with the Personal Information Protection and Electronic Documents Act (PIPEDA) and, where it applies to our processing, the EU General Data Protection Regulation and the UK GDPR. Our privacy officer can be contacted at [email protected] with the subject “Privacy”.

Information we collect

Why we use it

• to verify businesses and individuals and meet our obligations under anti-money laundering, counter-terrorist financing and sanctions laws (legal obligation);
• to provide, operate and settle payment services under our contracts with merchants (performance of a contract);
• to prevent and detect fraud and protect our merchants, cardholders and partners (legitimate interests and legal obligation);
• to comply with the Visa and Mastercard rules and the requirements of our Acquiring Partners (legitimate interests);
• to answer enquiries and send service communications (legitimate interests, or consent where required).

We do not sell personal information and do not use it for automated decisions with legal effects without human review.

Who we share it with

We share personal information only as necessary with our Acquiring Partners and the card schemes; our PCI DSS certified gateway provider; identity verification, screening and fraud prevention providers; banks used for settlement; professional advisers and auditors; and FINTRAC, law enforcement, courts and other authorities where the law requires it. All service providers are bound by contracts that protect the information.

International transfers

Your information may be processed in Canada, the United Kingdom, the European Economic Area and other countries where our partners operate. Canada benefits from an adequacy decision of the European Commission and the UK government for commercial organisations subject to PIPEDA. For other transfers we use standard contractual clauses or equivalent safeguards.

How long we keep it

Verification and transaction records are kept for at least five years after the end of the business relationship or the transaction, as required by the PCMLTFA, and longer if required by the card schemes, our Acquiring Partners or ongoing legal proceedings. Enquiries that do not lead to a business relationship are deleted after 24 months.

How we protect it

We use encryption in transit and at rest, access controls on a need-to-know basis, multi-factor authentication, logging and regular security testing. Card data is handled only within a PCI DSS Level 1 certified environment.

Your rights

Depending on where you live, you may have the right to access your information, correct it, request its deletion or restriction, object to processing, receive it in a portable format and withdraw consent. Some rights are limited where we must keep information to comply with anti-money laundering law. To exercise your rights, email [email protected]. We respond within 30 days.

You may complain to the Office of the Privacy Commissioner of Canada, the UK Information Commissioner’s Office or the data protection authority in your EU country.

Changes

We will publish any changes to this policy on this page and update the date at the top.

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