Complaints and Support

1. Introduction

1. 1.1 Aryze is committed to providing a reliable and high-quality payment experience.
2. 1.2 This page explains how you can contact us if you have a question, issue or complaint related to Aryze Pay by Bank (the “Services”).
3. 1.3 It also explains how complaints are handled depending on which part of the service your query relates to.

2. Who to Contact

1. 2.1 Aryze provides the technology, interface and orchestration layer for the Services.
2. 2.2 If your question or complaint relates to:
   • the Aryze checkout experience
   • technical issues with the payment flow
   • errors, bugs or service availability
   • general questions about how the service works

   you should contact Aryze.

3. Contacting Aryze

You can contact Aryze using the details below:

1. 3.1 When contacting us, please include:
   • a description of the issue
   • the date and time of the transaction (if applicable)
   • the Merchant name
   • any relevant reference or screenshot
2. 3.2 We aim to respond within a reasonable timeframe.

4. Payment-Related Complaints (PIS)

1. 4.1 Aryze does not provide regulated payment initiation services.
2. 4.2 Where your complaint relates specifically to:
   • the initiation of a payment
   • whether a payment was executed correctly
   • issues with the regulated payment process

   the regulated payment initiation service is provided by Volt Technologies Holdings Limited (“Volt”).

3. 4.3 In such cases:
   • Aryze may forward your complaint to Volt, or
   • advise you to contact Volt directly
4. 4.4 Volt is authorised and regulated by the Financial Conduct Authority and is responsible for handling complaints relating to its regulated services.

5. Complaints About Your Bank

1. 5.1 If your issue relates to:
   • authentication
   • login failures
   • declined payments
   • account balance or funds

   you should contact your Bank directly.

2. 5.2 Your Bank is responsible for your account and for executing the payment.

6. Complaints About the Merchant

1. 6.1 If your complaint relates to:
   • goods or services purchased
   • delivery issues
   • refunds or cancellations

   you should contact the Merchant directly.

2. 6.2 Aryze is not responsible for the goods or services provided by the Merchant.

7. Escalation Rights

1. 7.1 Where your complaint relates to regulated payment services provided by Volt, you may have the right to escalate your complaint.
2. 7.2 This may include the right to refer your complaint to the Financial Ombudsman Service (FOS) in the United Kingdom, in accordance with applicable law.
3. 7.3 Further information will be provided by Volt where relevant.

8. How We Handle Complaints

1. 8.1 Aryze will:
   • acknowledge your complaint
   • investigate the issue
   • provide a response or resolution where possible
2. 8.2 Where the complaint involves another party (such as Volt, your Bank or the Merchant), Aryze may coordinate or redirect the complaint appropriately.

9. No Impact on Your Legal Rights

1. 9.1 This complaints process does not affect your legal rights.

10. Contact