Complaint management policy


Complaints or claims about the provision of payment services by Qpay customers mean any adverse experience of Qpay s.r.o. customers.

Complaints mean the customer's dissatisfaction with the service execution procedures or negotiations with Qpay employees or General issues not regulated by the contract concluded between the Customer and Qpay.

Complaints mean that the Client reveals violations of the terms of the contract concluded between the client and Qpay s.r.o.

The complaints procedure sets out the requirements, procedure and timing of complaints resolution, information about points of contact and responsible persons, and other items required for the Qpay complaint or claims processing.

The complaint procedure is a public document and is available at the company's office (in printed form), on the company's website (in electronic form).

The procedure for handling Complaints shall enter into force from 1 July 2019

1 Details of receiving complaints and ways of their management

1. The client fills in and sends the form for filing complaints or claims published on the website, which contains the following information:

  • name and surname of the client, address of permanent residence;
  • contact phone number, contact email address;
  • transaction number that is the subject of the complaint;
  • date and time of the transaction / payment that is the subject of the complaint / claim;
  • additional information relating to the subject of the complaint / claim;
  • Client proposal as to ways of solving the situation;
  • date of complaint or claim.

2. If the form does not contain all the necessary information, the company has the right to send a request to the client within 15 calendar days for filling in missing data.

3. The submission of a complaint or claim by the client may be made at any point of contact referred to in article II. of this procedure.

2 Contact points

1. The first contact points for complaints and the possibility of further contacting the following:

Contact point: Pernerova 679/35, Praha 8 - KarlĂ­n 186 00, Czech Republic
Days and hours: Mon - Fri 9:00 -16: 00
Responsible person (name, job function): Olena Datsenko, Director

Contact email:
Days and hours: Complaints are accepted continuously
Responsible person (name, job function): Olena Datsenko, Director

Contact Phone : +420 725 406 610
Days and hours: Mon - Fri 9:00 -16: 00
Responsible person (name, job function): Olena Datsenko, Director

2. If the client is not satisfied with management, solution or as a result of his complaint / claim, the claim may be addressed to the competent administrative authority (alternative dispute resolution). This administrative body is:

  1. Financial Arbiter ( for the financial services referred to in the Act no. 229/2002 Coll. on the Financial Arbiter, as amended;
  2. The Czech Trade Inspection ( for resolving consumer disputes;
  3. The Czech National Bank (, where it is the compliance with the prohibition of unfair practices, consumer non-discrimination obligations and rules for informing about the price of services and how to determine the obligations laid down by the Civil Code for contracting financial services concluded remotely. CNB handling the case only to the extent assessment of compliance with applicable legislation;
  4. Ombudsman (;
  5. The Office for Personal Data Protection (

3 Procedures for dealing with complaints / claims

1. Within 24 hours since receipt of the complaint / claim form through the relevant contact point the authorized person of the company informs the client of the following information:

  1. registration number of the complaint or claim;
  2. the person responsible for handling complaint or claim;
  3. Deadline for processing and resolving complaint or claim;
  4. Contact points for further communication and data interchange related to the complaint / claim.

2. To obtain relevant evidence and information to deal with the complaint / claim, contact person or another authorized employee of the client is entitled to request documentation, including, but not limited to, personal documents and business contracts. In case the customer does not supply adequate documentation within a reasonable time, or in case of any doubt about the authenticity of the documents provided, the company will require additional information.

3. The costs of processing complaints / claims borne by the company.

4 Deadlines for processing complaints / claims

1. The company shall provide the client with a response to his / her complaints or claims related to the provision of payment services within 15 working days after the date of receipt of such complaint or claim. The response to the complaint or claim is provided by e-mail messages that are delivered to the customer at the e-mail address specified during registration. At the request of the client, the Company gives an answer in writing, that is, on the letterhead with the signature and seal of the head.

2. If, due to circumstances beyond the company's control, the Company is unable to respond to the complaint or claim within 15 working days after the day of its receipt or if the essence of the complaint or claim requires a longer period of investigation and clarification of the details of the case, the company will provide the user with information about these circumstances within 15 working days and provide a response no later than 30 working days after the day of receipt of the complaint or claim

3. If the company has obstacles to respond to a complaint or claim within 15 working days after the date of receipt, the responsible employee sends a notification to the client stating the reason for the delay and setting realistic deadlines for processing the complaint / claim. During the consideration of complaints / claims, the responsible person remains in contact with the client and answers any questions or receives additional information to the complaint or claim.

5 Rejection of complaints

1. Qpay s.r.o. is authorized to reject the complaint in the following cases:

  1. The complaint does not contain all the necessary requirements for the identification and investigation of complaints and the client provides no supplement information prompted by the responsible person within the period of 15 calendar days;
  2. The fault is not proven by any documented or trusted evidence;
  3. The subject of the dispute is resolved by litigation or Financial Arbiter.

2. The company will prepare a response to the complaint within the period referred to in Section IV, specifying the reason for refusal to deal with the complaint.

6 Fraud or technical problem detection

1. In the event of detection of fraud or technical problem during the payment services provision, the client is asked to report this issue to the helpline or directly from employees of the establishment of the company or employees authorized representative with whom the client contacts.

2. The procedure of solving the identified fraud / technical glitches client will be informed in the same way as the solution to the complaint / claim (method described in Part III of the complaint line).

3. The client will be informed of the results of the resolution of the detected fraud / technical failures in the same way as in process of complaints / claims resolution (in the manner described in part III of this procedure).