We carefully screen all online shops affiliated with PAY. However, a webshop owner may still act in violation of the law. If you suspect this to be the case, you can fill out our contact form. As with all online purchases, you should always use your common sense. If something looks too good to be true, it probably is.

If you have a question about a payment or wish to contact the website or webshop where you made a payment, you can fill out our payment information request.

If you suspect fraudulent activity, please first check to see whether you recognise the payment after all. You can request more information about your payment in just one minute by submitting a payment information request.

If you made a payment to a website or webshop and want to know whether the payment was received correctly, you can check this by filling out the payment information request. The form gives you access to the contact information of the webshop. It is possible that the company name does not match the URL of the website or webshop because some businesses operate under various trade names.

If you entered the wrong payment reference during a bank transfer, we will attempt to link your payment to the right transaction. If we cannot find the transaction in question, we will immediately refund the amount to your account. In most cases, the money will be in your account the next day, although this may take slightly longer if it involves a transfer between banks. For foreign bank transfers, it takes up to five to ten working days.

If you transfer the amount again with the correct payment reference, we can process the payment and the transaction will be completed. You can also choose to reorder your products from the webshop or select a different payment method.

As soon as we receive a payment and it does not correspond with the known data and/or the transaction description of the transfer, the funds will be refunded to your account. This takes a maximum of 3 working days.

If you have purchased a subscription service of a webshop where PAY. facilitates the payments and you wish to cancel it, you must first contact the website or webshop in question. You can access the contact details of the company by filling out our payment information request. We have drawn up a number of regulations for businesses that sell subscription services. For example, PAY. utilises a stricter screening process and the business must have a customer service department.

If you cannot reach the customer service department of the webshop or if you have a complaint about the services of the webshop, you can fill out our contact form or call our own customer service department during office hours on 0900-payinfo (0900 - 729 4636 (€0.15 per minute)).

Once a transaction is marked as ‘paid’ in our system, we will notify the webshop in question who will then have to process your order. If you have questions about your order, please contact the webshop owner as well. If you do not have the contact details of the webshop, you can fill out our payment information request to access this information.

If you cannot reach the webshop owner or if you have a complaint about the services of the website or webshop, you can fill out our contact form or call our own customer service department during office hours on 0900-payinfo (0900 - 729 4636 (€0.15 per minute)).

If you wish to cancel an order that you’ve already paid for, you must contact the webshop in question first. You can access the contact details of the company by filling out our payment information request. The Distance Selling Act applies to all online purchases. More information about this law is available on the Consuwijzer website which was set up by the Authority for Consumers & Markets (ACM).

If you wish to return/exchange an order that you’ve already paid for, you must contact the webshop in question first. You can access the contact details of the company by filling out our payment information request. The Distance Selling Act applies to all online purchases. More information about this law is available on the Consuwijzer website which was set up by the Authority for Consumers & Markets (ACM).