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 register your complaint on the day we receive it and give it a reference number. A complaint received on a day that is not a business day is treated as received on the next business day. We send you an acknowledgement the same day, stating the reference number and the deadline for our reply.
We send you a reasoned written decision within 15 working days of receiving your complaint. If we cannot decide within that period for reasons beyond our control, we tell you before the 15 working days end, giving the reason and the date of the final answer. The final answer is given no later than 35 working days after we receive the complaint.
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.