Last Updated: May 2026
1. Introduction
Eatzy Pay is committed to providing reliable payment solutions and professional customer support.
This Refunds & Complaints Procedure explains how refund-related matters, disputes, and complaints are handled in connection with our services.
2. Merchant Refund Responsibility
Eatzy Pay provides payment technology, payment facilitation, and merchant service solutions.
Merchants using our services remain responsible for:
- Their own products and services
- Customer service obligations
- Delivery of goods or services
- Refund policies and decisions
Refund eligibility for purchases made from merchants is generally determined by the individual merchant’s own policies and applicable consumer laws.
Eatzy Pay does not control or guarantee refunds for transactions between merchants and their customers unless otherwise required by law or contractual obligations.
3. Payment Disputes & Chargebacks
Customers who believe a transaction was unauthorised, incorrect, or disputed may contact:
- The relevant merchant directly
- Their card issuer or payment provider
Chargebacks and payment disputes are subject to:
- Card scheme rules
- Acquiring bank procedures
- Regulatory requirements
- Fraud and compliance checks
Eatzy Pay may assist merchants and payment partners during investigations where appropriate.
4. Technical or Payment Issues
If you experience technical issues relating to payment terminals, payment links, transaction processing, or onboarding services, please contact our support team as soon as possible.
Examples may include:
- Duplicate transactions
- Failed or delayed payments
- Terminal issues
- Transaction discrepancies
- Settlement concerns
5. How to Make a Complaint
If you wish to submit a complaint regarding our services, please provide:
- Your name and business details
- Description of the issue
- Relevant transaction or account information
- Supporting documents where applicable
You may contact us using the details below:
Eatzy Pay
Website: payment.eatzy.co.uk
Email: payment@eatzy.co.uk
Phone: +44 7537 121515
6. Complaint Handling Process
We aim to:
- Acknowledge complaints promptly
- Investigate matters fairly and professionally
- Respond within a reasonable timeframe
- Work towards an appropriate resolution where possible
Some cases may require additional investigation involving acquiring banks, processors, merchants, or third-party providers.
Response times may vary depending on the complexity of the matter.
7. Escalation
If you remain dissatisfied following our response, you may seek further guidance from:
- Your payment provider or card issuer
- Relevant regulatory authorities
- Professional advisers where appropriate
8. Changes to This Procedure
We may update this Refunds & Complaints Procedure periodically.
Any updates will be published on our website with a revised “Last Updated” date.