AIPower1. What this policy covers
You may use this process for concerns about AIPower Pay service, merchant onboarding, transaction handling, settlement information, privacy, support or conduct. Product, delivery or cancellation complaints should normally be raised with the merchant that sold the goods or services first.
2. How to submit a complaint
Email [email protected] with your name, company or merchant name, contact details, a clear description of the issue, relevant dates and non-sensitive transaction or case references. State the outcome you are seeking.
Do not send a full card number, security code, password or unrequested identity document by ordinary email. We will tell you if a secure method is needed.
3. Our response process
- We normally acknowledge receipt within 3 business days.
- An account manager or appropriate specialist reviews the concern and may request more information.
- We normally provide a response or handling result within 7 business days.
A complex matter may take longer, including where another provider, bank, card network, merchant or regulator must assist. If so, we will explain the status and the next expected update where reasonably possible.
4. Payments, refunds and chargebacks
A complaint does not itself cancel a transaction, create a refund or extend a card-network or legal deadline. Contact the merchant promptly for an order issue and follow any separate dispute instructions from your card issuer or payment provider.
Nothing in this policy limits rights available under applicable law, a card-network process or your signed merchant agreement.
5. Records and privacy
We record complaint information to investigate, respond, monitor service quality and meet legal obligations. Personal data is handled under our Privacy Policy. Complaint and supporting records may be kept beyond the standard operational period while the matter, an investigation or a legal claim remains open.
6. Escalation
If you are dissatisfied with the response, reply to the same email thread and explain what remains unresolved. We will arrange a further internal review where appropriate. You may also contact a regulator, court, card issuer or other competent body where you have that right.
7. Contact
FBA INTERNATIONAL FINANCE LIMITED
UNIT 2128, 21/F, TUEN MUN CENTRAL SQUARE
22 HOI WING ROAD, TUEN MUN, NEW TERRITORIES
[email protected]
Company information
FBA INTERNATIONAL FINANCE LIMITED
UNIT 2128, 21/F, TUEN MUN CENTRAL SQUARE
22 HOI WING ROAD, TUEN MUN, NEW TERRITORIES
[email protected]