Complaints Procedure

If something went wrong or you are unhappy with how we handled a request, we want to know.

How to submit a complaint

Email support@zopay.io with the subject "Complaint" and include:

  • Your name, company and contact details
  • What happened and when
  • Any references — sandbox payment IDs, emails or screenshots
  • The outcome you are looking for

Complaints about privacy or legal matters can be sent directly to legal@zopay.io.

What to expect

  1. Acknowledgement — we confirm receipt within 2 business days.
  2. Investigation — we review the case and may ask you for more detail.
  3. Response — we aim to give a final response within 15 business days. If we need longer, we explain why and give a new date.

Escalation

If you are not satisfied with the final response, you may escalate to legal@zopay.io for review by management. This procedure does not limit any rights you have under applicable Georgian law.