If you are not satisfied with a Payfy service, you can submit a complaint free of charge.
Please include your name and contact details, the merchant or account concerned, the date and amount of the transaction, a description of the issue and any supporting documents.
We confirm receipt of your complaint within 1 working day. We review it and send you our written decision within the period set by our complaints procedure and the rules of the National Bank of Georgia. If the review needs more time, we tell you why and when you will receive our answer.
If you disagree with our decision, if your complaint is only partly satisfied, or if you do not receive an answer within the set period, you may apply free of charge to the Dispute Resolution Commission at the National Bank of Georgia. You can apply within six months of submitting your complaint to Payfy, if the value of the dispute does not exceed GEL 100,000 (or the equivalent in foreign currency) and you meet the criteria set by the National Bank of Georgia. You may also go directly to court.
National Bank of Georgia: www.nbg.gov.ge/cp, hotline +995 32 2 406 406.