Complaints Policy
This policy explains how merchants, software partners and payors can raise a complaint with Pay Theory, Inc. ("Pay Theory," "we," "us") and what to expect after they do.
1. What counts as a complaint
A complaint is any expression of dissatisfaction with our services, fees, statements, communications or conduct where you expect a response. For Canadian merchants, this includes any complaint related to the Code of Conduct for the Payment Card Industry in Canada.
2. Payors: start with the Merchant
If you paid a business, school, agency or other organization (a "Merchant") through a Pay Theory checkout, questions about your purchase, refunds or cancellations should go to that Merchant first. For an unauthorized or incorrect charge, also contact your card issuer or bank. If you can't reach the Merchant, can't tell who you paid, or have a concern about the checkout itself, contact us and we'll help.
3. How to submit a complaint
- Email: support@paytheory.com
- Web: the contact form at www.paytheory.com
- Mail: Pay Theory, Inc., Attn: Complaints, 10549 Reading Road, Cincinnati, Ohio 45241
Please include your name and contact details, your business name or the Merchant you paid, the date and amount of any transaction involved, a description of the issue, and the outcome you're asking for. We may ask for more information.
4. What happens next
- Acknowledgment. We acknowledge your complaint in writing within 5 business days.
- Review. We review the complaint and the records involved, and may contact you or the Merchant for more information.
- Final response. We send a written response within 20 business days of receiving your complaint. It summarizes the complaint, the outcome of our review, the reasons for our decision, and your options if you are not satisfied.
- More time. If a complaint needs longer, we tell you why and give you a new date.
5. If you're not satisfied
You can ask for your complaint to be reviewed by Pay Theory's senior management by replying to our final response within 30 days. We respond to that request within 20 business days.
6. Canadian merchants
If your complaint relates to the Code of Conduct for the Payment Card Industry in Canada and you are not satisfied with our response, you may escalate it to the processor or acquirer named in your Sub-Merchant Agreement. You may also contact the Financial Consumer Agency of Canada (FCAC) at any time at canada.ca/en/financial-consumer-agency or 1-866-461-3222. FCAC monitors compliance with the Code but does not resolve individual disputes.
7. Records and fair treatment
We keep a record of every complaint and its outcome, review them for patterns, and use them to improve our services. Filing a complaint will not affect how we treat you or your account. This policy does not limit any right you have to contact a regulator or to pursue other remedies under law or card network rules.
8. Contact us
Pay Theory, Inc., 10549 Reading Road, Cincinnati, Ohio 45241 · support@paytheory.com
