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Terms of Service

TERMS OF SERVICE

PAY10 APPLICATION – CONSUMER TERMS OF SERVICE

1. Introduction
Pay Ten Payment Services Provider LLC, a company with license number 1247708 incorporated under the laws of the United Arab Emirates and having its registered place of business at Office 1004, U-Bora Office Tower, Business Bay, Dubai, United Arab Emirates (“UAE”) referred to (“Pay10”, “We”, “Us” or “Our”).
2. Services & Products
Pay10 offers you as consumer (“You”, “Your” or “Yourself”), various products and services relating to payment processing directly through Pay10 and through third-party service providers. The Services and Products Pay10 offer includes:
a. Pay10 UAE
Pay10 UAE is Pay10 application (Pay10 App) that You download and install on Your mobile to open a Pay10 Account and utilize Pay10 Services offered via the Pay10 App.
b. Pay10 Account
Pay10 Account is an electronic account on Pay10 App established for You by Pay10 and accessed by You to utilize the other Pay10 Services, referred to as Pay10 Account or Account.
c. Send Abroad
Send Abroad is the service made available by Pay10 to enable You remit funds to a beneficiary cross-border/outside UAE through Your Pay10 Account, whether directly or through any Third-Party Service Provider, payout partner or payment channel as enabled by Pay10.
d. Bill Payment
Bill payment is the services made available by Pay10 which enable You to initiate, authorize and complete payment of bills, invoices or other payment obligations to participating billers, merchants or service providers through the Pay10 Services.
e. Pay10 Card
Pay10 Card is a physical or virtual prepaid card issued by Pay10 under the Jaywan scheme.
f. Pay10 WPS
Pay10 WPS is a service that enables You to receive Your salary in Your Pay10 Account in connection with the UAE Wages Protection System.
3. Terms and Conditions
3.1 These Terms of Service cover the terms and conditions under which You access and use of Pay10 App, Your Pay10 Account and suite of products and services including Send Abroad Services, Bill Payment Services, Pay10 issued Card, Pay10 WPS Service and any other supplemental consumer services made available by Pay10 from time to time (together, the “Pay10 Services”), through our Pay10 App. 3.2 These Terms of Service are made up of: (a) the Pay10 App Terms and Conditions, set out below, applicable to Pay10 App and Pay10 Services; (b) Send Abroad Services Special Terms and Conditions URL; (c) Bill Payment Services Special Terms and Conditions URL; (d) Pay10 Card Special Terms and Conditions URL; (e) Pay10 WPS Service Special Terms and Conditions URL; (f) any special terms and conditions of any new product or service provided by Pay10; (g) Pay10’s Privacy Policy URL which is available on the Pay10 App and/or on the Pay10 website; (h) Schedule of Fees and Charges URL available on the Pay10 App and/or on the Pay10 website; and (i) all applicable appendices/schedules referred to herein. 3.3 Please read these Terms of Service and Key Facts Statement URL carefully before using Pay10 Services. By using any of the Pay10 Services You acknowledge that You have read, understood, and agree to be bound by these Terms of Service, and such use shall constitute Your deemed acceptance of these Terms of Service, which shall be legally binding upon You. If You do not agree or You are not willing to be bound by any of these Terms of Service immediately cease using any of the Pay10 Services. 3.4 In addition to the Pay10 App Terms and Conditions, individual Pay10 Services are also subject to special set of terms and conditions which must be accepted at the time of subscribing to, activating or using the relevant service (“Special Terms and Conditions”). Such Special Terms and Conditions shall form part of these Terms of Service for the relevant service. To the extent of any conflict, the applicable Special Terms and Conditions shall prevail only in relation to that specific service. 3.5 You represent and warrant that You (i) are over eighteen (18) years of age; (ii) have reviewed and understand these Terms of Service; and (iii) agree to be legally bound by these Terms of Service, as amended, updated, or replaced by Pay10 from time to time at the sole discretion of Pay10.
4. Changes to These Terms of Service
4.1 Pay10, at any time, reserves the right to update these Terms of Service or any part of it. Pay10 will provide 60 Calendar days’ notice as applicable by Law. Changes may take effect immediately if required under Applicable Law or due to any regulatory directives, and therefore there might not be enough time to provide prior notice of such changes. You are entitled to close Your Pay10 Account and end Pay10 Services, at no charge (direct or indirect), if You do not accept the change(s) to these Terms of Service notified to You. Any continued access to, or use of Pay10 Services after the effective date of any change will constitute Your acceptance and agreement to these Terms of Service. 4.2 If You do not accept the changes to these Terms of Service, You should communicate Your objection to Pay10. Such objection shall be deemed a notice by You to Pay10 to close Your Pay10 Account and any other Pay10 Services You are accessing in accordance with these Terms of Service.
5. Contact
If You have any questions about these Terms of Service, Pay10 App, Your Pay10 Account, any Pay10 Services, or our Privacy Policy, please visit our FAQs. If You can’t find the answer You were looking for, please get in touch with us by emailing Pay10 at support@pay10.ae or calling us at 800-PAY10 (72910).
6. Pay10 App
6.1 In order for You to set up Your Pay10 Account and access the Pay10 Services, You will need to first download Pay10 App which is subject to these Terms of Service. You will need to follow the Account opening and activation application process which requires You to upload the required information and identity documentation, and Pay10 reserves the full right to request further and/or additional information at any time as it sees fit in its sole and absolute discretion. 6.2 In consideration of Your use of Pay10 Services, Fees, Charges and limits will apply as per the Schedule of fees and charges as may be updated by Pay10 from time to time at its sole discretion, with such updates being effective upon posting on the Pay10 App or website. 6.3 You undertake to use Pay10 Services in accordance with these Terms of Service and all Applicable Laws. You acknowledge You have read and understand the Special Terms and Conditions of Pay10 Services provided in these Terms of Service. 6.4 You shall at all times use Pay10 Services for lawful purposes and in full compliance with Applicable Laws, and all regulatory requirements of UAE’s competent authorities.
7. Pay10 Account
7.1 After You download Pay10 App, Pay10 requires information about Yourself to be able to set up Your Pay10 Account. You shall provide Pay10 with such information. All information You have provided to Pay10 shall be true and correct in all respects and not misleading by omission. You agree to promptly update Your account information as necessary to keep it accurate and complete. 7.2 To open and maintain Pay10 Account, you must be at least 18 years old, a resident of the UAE, and possess a valid UAE mobile number. You must complete Pay10’s Know Your Customer (KYC) and Customer Due Diligence (CDD) process. We may restrict Your Pay10 Account functionality until verification is complete. 7.3 You may fund Your Pay10 Account from Your Linked UAE bank account, or any other methods we make available. Funding limits may be imposed. You agree that the currency applied to Your Pay10 Account will be United Arab Emirates Dirhams (“AED”). You acknowledge that Pay10 Account balances do not earn interest.
8. Support of Pay10 Services
8.1 Regardless of whether Pay10 Services are provided by Pay10 directly or through a Third-Party Service Provider, You and Pay10 agree that Pay10 (and not the Third-Party Service Provider) will provide first line support to You on issues relating to Your use of the Pay10 Services. For all inquiries, complaints, or support needs, You may contact Pay Ten Payment Services Provider LLC at:
  • Registered Address: 1004 Ubora Office Tower, Business Bay, Dubai, UAE
  • 24/7 Support Center: 800-72910
  • Email: support@pay10.ae
9. Use and Sharing of Your Personal Information
9.1 Pay10 may collect, use, share, and hold personal or non-public information about You for the purpose of providing, administering, maintaining and supporting the Pay10 Services. 9.2 By using Pay10 Services and providing Your personal information to us, You expressly consent to the collection, use, retention, storage, transmission, processing and transfer of Data in accordance with Applicable Law and Pay10’s Privacy Policy.
10. Your Access Credentials
10.1 Pay10 will issue to You, or permit You to use access credentials, to enable You to access Your Pay10 Account and use the Pay10 Services. 10.2 You are solely responsible for maintaining adequate security and control of any and all Access Credentials. 10.3 You must notify Pay10 without undue delay and no later than thirty (30) calendar days after becoming aware of an unauthorized transaction.
11. Rejection
Pay10 reserves the right, in its sole and absolute discretion, at any time and without prior notice, and with or without assigning any reason, reject and/or refuse to process as part of Pay10 Services any payment by You.
12. Refund
12.1 Refunds may be processed subject to merchant confirmation and Applicable Law. 12.2 Service Fees are non-refundable under any circumstances.
13. Intellectual Property
13.1 Pay10 and its licensors retain all intellectual property rights related to Pay10 Services and the Pay10 App. 13.2 You shall not reverse engineer, decompile or otherwise attempt to discover the source code or underlying technology of Pay10 Services.
14. Termination
14.1 Consumers may close their account via the Pay10 App or by notifying Pay10 in writing. 14.2 Pay10 may terminate these Terms of Service or close Your Pay10 Account at any time subject to Applicable Law. 14.3 Certain provisions including payment obligations, indemnities and liability limitations shall survive termination. 14.4 Dormant accounts and unclaimed balances shall be handled in accordance with Applicable Law and regulatory requirements.
15. Warranty Disclaimer
Pay10 Services are provided on an “as is” and “as available” basis without warranties of any kind, whether express or implied.
16. Limitation of Liability
16.1 Pay10 disclaims liability for losses arising from unauthorized access, fraud or events beyond its reasonable control. 16.2 Under no circumstances will Pay10 be liable for indirect, incidental, special or consequential damages.
17. Indemnification
You shall indemnify and hold harmless Pay10 against all claims, liabilities, damages, penalties, losses and expenses arising from Your breach of these Terms of Service or misuse of Pay10 Services.
18. General Provisions
18.1 Notices – All notices shall be provided electronically. 18.2 Assignment – Pay10 may assign its rights without prior notice. 18.3 Waiver – Failure to enforce any provision shall not constitute a waiver. 18.4 Severability and Headings – Invalid provisions shall not affect remaining provisions. 18.5 Force Majeure – Pay10 shall not be liable for delays caused by events beyond its reasonable control. 18.6 Governing Law and Jurisdiction – These Terms shall be governed by the laws of the UAE and Dubai courts shall have exclusive jurisdiction. 18.7 Entire Agreement – These Terms constitute the entire agreement between Pay10 and You. 18.8 Survival – Certain obligations and rights shall survive termination. 18.9 Complaints – Complaints may be submitted via Pay10 support channels and escalated to the Central Bank of the UAE if unresolved.

PAY10 BILL PAYMENT TERMS AND CONDITIONS

These Pay10 Bill Payment Terms and Conditions apply in addition to the Pay10 Consumer Terms of Service accepted by You. By subscribing to, activating or using the Bill Payment service, You agree to be bound by both the Consumer Terms of Service and these Terms and Conditions. To the extent of any conflict, these Terms and Conditions shall prevail only in relation to the relevant Bill Payment service.

1. Scope
  • These Terms and Conditions apply where Pay10 makes Bill Payment functionality available to You through the Pay10 App, Your Pay10 Account or any other Pay10 channel made available from time to time.
  • The Bill Payment service enables eligible Pay10 users to pay enabled billers available through the Pay10 App using their Pay10 Account balance or any other permitted funding source made available by Pay10 from time to time.
2. Definitions

Unless otherwise defined in these Terms and Conditions, capitalized terms shall have the meanings given to them in the Pay10 Consumer Terms of Service. For the purposes of these Terms and Conditions:

  • AML means anti-money laundering required by Pay10 under Applicable Law and its internal compliance requirements.
  • “Applicable Law” means all laws, regulations, rules, regulatory requirements, circulars, notices, guidelines and instructions applicable to Pay10 or the Bill Payment service in UAE, including those issued by the Central Bank of the UAE or any other competent authority.
  • “CDD” means customer due diligence check required by Pay10 under Applicable Law and its internal compliance requirements.
  • “CFT” means countering the financing of terrorism required by Pay10 under Applicable Law and its internal compliance requirements.
  • “KYC” means know-your-customer check required by Pay10 under Applicable Law and its internal compliance requirements.
  • “Third-Party Service Provider” means any third-party biller, aggregator, bank, payment processor, acquiring institution, technology provider or other service provider involved in making the Bill Payment service available.
3. Availability of the Service
  • The Bill Payment services may be made available subject to Applicable Law, biller availability, transaction limits, internal controls, completion of onboarding and KYC/CDD requirements, sufficient available Pay10 Account balance and any additional verification requested by Pay10.
  • Pay10 may enable, restrict, suspend, discontinue or impose conditions on any bill payment service, biller, merchant, category or payment route at any time where reasonably required for legal, regulatory, sanctions, AML/CFT, fraud prevention, operational, security or risk-management reasons.
4. Your Payment Instructions
  • You are solely responsible for ensuring that the biller’s name, bill account number, mobile number, landline number, customer identifier, payment amount, due date and any other payment information submitted by You are complete, accurate and up to date, where applicable to the relevant biller.
  • Where supported, Pay10 or the relevant Third-Party Service Provider may fetch bill details from the relevant biller or aggregator, but You remain responsible for checking the displayed bill details, account details including but not limited to the Biller account number, mobile landline or number wherever applicable and payment amount before confirming the transaction.
  • Pay10 shall not be responsible for any delay, rejection, duplicate payment, late payment or failed payment caused by inaccurate, incomplete or outdated information supplied by You.
  • You may be required to select a biller from the list of enabled billers available in the Pay10 platform. Pay10 may also store the selected biller and related payment details within Your customer profile for future bill payment transactions, subject to the Consumer Terms of Service and the Privacy Policy.
5. Authorization and Funding
  • By submitting a bill payment instruction, You authorize Pay10 to process that payment using Your Pay10 Account balance, linked funding source or other permitted payment method.
  • You are responsible for ensuring that sufficient funds are available before submitting any bill payment instruction. If there are insufficient funds in Your Pay10 Account or selected payment method, the transaction may fail or may not proceed.
  • Pay10 may require customer authentication, including PIN, password, one-time passcode, biometric verification or any other security measure made available by Pay10, before processing a bill payment transaction.
6. Processing and Third Parties
  • Bill payments may be processed by Pay10 directly or through one or more Third-Party Service Providers, billers, merchants, aggregators, banks, acquiring institutions or other service providers.
  • Pay10 may debit Your Pay10 Account in real time and submit the payment request through the relevant biller, aggregator or payment channel.
  • Pay10 does not guarantee that a bill payment will be credited by the biller immediately or within any specific period and shall not be responsible for delays or failures caused by the biller or any third party outside Pay10’s reasonable control.
  • Pay10 may make transaction status information and notifications available through the App, SMS, email, push notifications or other channels enabled by You or Pay10 from time to time.
7. Cancellation, Reversal and Failed Payments
  • Once a bill payment instruction has been accepted for processing, it may not be capable of cancellation or reversal except where permitted by the relevant biller, payment channel, or Applicable Law.
  • If a bill payment cannot be completed, is rejected, is returned or is otherwise unsuccessful, Pay10 may reverse the transaction or return the relevant funds to Your Pay10 Account, subject to Applicable Law, the relevant biller or channel rules, and any applicable fees, charges or deductions previously disclosed to You.
8. Underlying Biller Relationship
  • Pay10 is not responsible for the underlying goods, services, invoices, charges or obligations owed by You to any biller or merchant.
  • Any dispute relating to the underlying bill, invoice, service or amount charged by the biller must be resolved directly with that biller, except to the extent the issue relates directly to Pay10’s own processing of the transaction.
9. Exclusions
  • Unless Pay10 expressly enables otherwise, the Bill Payment service does not include auto-debit or recurring bill payments, or direct integration with billers outside the Third-Party Service Provider or aggregator model made available by Pay10.
10. Complaints
  • Any complaint relating to the bill payment service may be raised through the support and complaints channels stated in the Consumer Terms of Service.
  • These Terms and Conditions shall be read together with the complaints, liability, indemnity, governing law and other applicable provisions of the Consumer Terms of Service.
11. Liability
  • Pay10 will not be liable for any delay, rejection, failed payment, late payment, duplicate payment or incorrect payment caused by inaccurate, incomplete or outdated information supplied by You.
  • Pay10 will not be liable for any issue relating to the underlying bill, invoice, goods, services, charges or obligations between You and the relevant biller or merchant, except to the extent the issue relates directly to Pay10’s own processing of the Bill Payment service.
  • Pay10 will not be liable for any delay, failure or non-availability of the Bill Payment service caused by the relevant biller, aggregator, payment channel, bank, acquiring institution, Third-Party Service Provider or any event outside Pay10’s reasonable control.
  • Pay10 may reject, delay, suspend or refuse to process any bill payment transaction where Pay10 reasonably considers this necessary for legal, regulatory, sanctions, AML/CFT, fraud prevention, operational, security or risk-management reasons.

PAY10 CARD SPECIAL TERMS AND CONDITIONS

These Pay10 Card Special Terms and Conditions apply in addition to the Consumer Terms of Service accepted by You. By requesting, activating, or using a Pay10 Card, You agree to be bound by both the Pay10 Consumer Terms of Service and these Pay10 Card Special Terms and Conditions. To the extent of any conflict, these Pay10 Card Special Terms and Conditions shall prevail only in relation to the Pay10 Card.

1.Scope

1.1 These Terms and Conditions apply where Pay10 makes available a physical or virtual prepaid card issued under the Jaywan scheme and linked to Your Pay10 account.

1.2 The Pay10 Card allows eligible users to access available Pay10 account balance for permitted card transactions, including POS transactions, ATM withdrawals and other card transactions where enabled by Pay10 and accepted by the relevant card scheme, ATM, merchant or payment channel.

1.3 The Pay10 Card is not a credit card and does not provide any overdraft, credit facility or interest-bearing account.

2.Availability and Eligibility

2.1 The Pay10 Card may be made available subject to Applicable Law, successful onboarding, Know Your Customer (KYC)/Customer Due Diligence (CDD) completion, Pay10’s internal controls, card scheme requirements, applicable transaction limits, availability of sufficient Pay10 Account balance and any additional verification requested by Pay10.

2.2 Pay10 may approve, reject, restrict, suspend, discontinue or impose conditions on the issue or use of the Pay10 Card where reasonably required for legal, regulatory, sanctions, Anti-Money Laundering (AML)/ Countering the Financing of Terrorism (CFT), fraud prevention, operational, security or risk-management reasons.

3.Card Activation and Security

3.1 You must activate the Pay10 Card through the Pay10 App or any other channel made available by Pay10.

3.2 You are responsible for keeping Your Pay10 Card, device, PIN, OTP, password, biometric access and other security credentials safe and confidential.

3.3 Pay10 will never ask You to disclose Your PIN, OTP, password or other confidential security credentials by phone, SMS, email or social media.

4.Use of the Pay10 Card

4.1 The Pay10 Card may be used only for permitted transactions and only where the relevant card functionality is enabled and accepted.

4.2 Unless Pay10 expressly enables otherwise, the Pay10 Card may be used in the UAE at ATMs and POS terminals that accept Jaywan.

4.3 Pay10 may introduce, restrict, suspend or discontinue any card feature, transaction type, channel or usage route where reasonably required for legal, regulatory, sanctions, AML/CFT, fraud prevention, operational, security or risk-management reasons.

5.Fees and Limits

5.1 Card issuance, replacement, ATM withdrawal, ATM balance enquiry, ATM statement, ATM PIN set, declined transaction or other card-related fees may apply as disclosed in the applicable KFS, schedule of charges, Pay10 App or other Pay10 communication.

5.2 Card transactions are subject to Pay10 Account limits, card limits, card scheme limits, ATM limits, merchant limits and applicable regulatory requirements.

5.3 You are responsible for ensuring that sufficient available balance exists in Your Pay10 account before attempting a Pay10 Card transaction.

6.Lost, Stolen or Misused Card

6.1 If Your Pay10 Card is lost, stolen, damaged, compromised or used without authorization, You must immediately block the card through the Pay10 App where available and contact Pay10 Customer Support.

6.2 Pay10 may suspend, block, replace or cancel the Pay10 Card where required for security, fraud prevention, regulatory, operational or risk-management reasons.

7.Card Transactions, Refunds and Merchant Disputes

7.1 Pay10 is not responsible for the goods or services purchased from any merchant using the Pay10 Card.

7.2 Any dispute relating to the underlying goods, services, price, quality, delivery or merchant conduct must be raised with the relevant merchant, except to the extent the issue relates directly to Pay10’s own processing of the card transaction.

7.3 Refunds, reversals and chargebacks may be subject to card scheme rules, merchant processing timelines, payment channel rules and Applicable Law.

8.Suspension and Termination

8.1 Pay10 may suspend, restrict, block, replace, cancel or terminate the Pay10 Card or any card functionality where reasonably required for legal, regulatory, sanctions, AML/CFT, fraud prevention, operational, security or risk-management reasons, or where You breach the Pay10 Consumer Terms of Service or these Terms.

8.2 Cancellation of the Pay10 Card does not by itself cancel Your Pay10 account unless Pay10 separately notifies You.

9.Complaints

9.1 Any complaint relating to the Pay10 Card may be raised through the support and complaints channels stated in the Consumer Terms of Service, applicable KFS or Pay10 App.

PAY10 SEND ABROAD TERMS AND CONDITIONS

These Pay10 Send Abroad Terms and Conditions apply in addition to the Pay10 Consumer Terms of Service accepted by You. By subscribing to, activating or using the Send Abroad service, You agree to be bound by both the Consumer Terms of Service and these Terms and Conditions. To the extent of any conflict, these Terms and Conditions shall prevail only in relation to the Send Abroad service.
1. Scope
  • These Terms and Conditions apply where Pay10 makes the Send Abroad service available to You through the Pay10 App, Your Pay10 Account or any other Pay10 channel made available from time to time.
  • The Send Abroad service is intended to enable eligible users to send funds from the UAE to permitted beneficiaries, individuals or entities, in supported countries through the Pay10 App or related channels, as made available by Pay10 from time to time.
  • At present, the Send Abroad service may be limited to eligible users sending money to their home country based on the nationality or eligibility criteria recorded with Pay10. Pay10 may, in its discretion and subject to Applicable Law, enable additional countries, corridors, currencies, payout methods or beneficiary categories from time to time.
2. Definitions
Unless otherwise defined in these Terms and Conditions, capitalized terms shall have the meanings given to them in the Consumer Terms of Service. For the purposes of these Terms and Conditions:
  • “AML” means anti-money laundering.
  • “Applicable Law” means all laws, regulations, rules, regulatory requirements, circulars, notices, guidelines and instructions applicable to Pay10 or the Send Abroad service, including those issued by the Central Bank of the UAE or any other competent authority.
  • “CDD” means customer due diligence checks required by Pay10 under Applicable Law and its internal compliance requirements.
  • “CFT” means countering the financing of terrorism.
  • “KYC” means know-your-customer and customer due diligence checks required by Pay10 under Applicable Law and its internal compliance requirements.
  • “Third-Party Service Provider” means any bank, payout partner, wallet provider, money transfer operator, correspondent, financial institution, payment processor, technology provider or other service provider involved in making the Send Abroad service available.
3. Availability of the Service
  • The Send Abroad service may be made available subject to Applicable Law, supported-country and corridor availability, transaction limits, internal controls, compliance requirements, sufficient available Pay10 Account balance and any additional onboarding or verification requested by Pay10.
  • Pay10 may enable, restrict, suspend, discontinue or impose conditions on any Send Abroad service, destination, currency, payout method or beneficiary route at any time where reasonably required for legal, regulatory, sanctions, AML/CFT, fraud prevention, operational, security or risk-management reasons.
  • The amounts You are able to send through the Send Abroad service are subject to limits. These limits will be displayed in the Pay10 App before You confirm the transaction.
4. Your Instructions
  • You are solely responsible for ensuring that all Your instructions, beneficiary details, account details, payout details, transfer amounts and any related information submitted by You are complete, accurate and authorized.
  • Pay10 shall be entitled to rely on the information provided by You and shall not be responsible for any delay, rejection, failed payment, misdirection or non-payment caused by inaccurate, incomplete or inconsistent information supplied by You.
  • You may be required to add and maintain beneficiary details through the Pay10 App before initiating a Send Abroad transaction. You are solely responsible for ensuring that all beneficiary information remains complete, accurate and up to date.
5. Fees, Charges and Exchange Rates
  • Any applicable fees, charges, exchange rates, margins or other service-related costs shall be disclosed to You through the Pay10 App, the applicable fees page and/or before confirmation of the transaction, to the extent required by Applicable Law.
  • By confirming a Send Abroad transaction, You authorize Pay10 to debit the relevant amount together with any disclosed fees and charges from Your Pay10 Account balance, linked account.
  • Before You confirm a Send Abroad transaction, the Pay10 App will display the applicable exchange rate, fees and charges for that transaction, to the extent applicable.
  • Transfer amounts are debited from your Pay10 Account balance in AED and exchanged into the currency of the supported country you selected to send money to, the relevant currency conversion rate. Money transfer shall be in the currencies made available by Pay10 in its sole discretion.
6. Processing and Third Parties
  • Send Abroad transactions may be processed by Pay10 directly or through one or more Third-Party Service Providers, banks, payout partners, money transfer operators, correspondents, financial institutions or other service providers.
  • Pay10 does not guarantee that any Send Abroad transaction will be completed within a particular period, and processing times may be affected by cut-off times, compliance reviews, beneficiary bank processing, payout-partner procedures, public holidays, system issues and matters outside Pay10’s reasonable control. Pay10 may make transaction status information and notifications available through the App, SMS, email, push notifications or other channels enabled by You or Pay10 from time to time.
7. Compliance Checks and Refusal Rights
  • Pay10 may request further information or documentation in relation to any Send Abroad transaction.
  • Pay10 may place a Send Abroad transaction on hold, delay it, reject it, cancel it or refuse to process it where Pay10 reasonably considers this necessary for legal, regulatory, sanctions, AML/CFT, fraud prevention, operational, security or risk-management reasons.
  • Pay10 may require customer authentication, including PIN, password, one-time passcode, biometric verification or any other security measure made available by Pay10, before processing a Send Abroad transaction.
8. Cancellation, Failure and Return of Funds
  • A Send Abroad instruction may not be capable of cancellation once it has been accepted for processing or paid out.
  • If a Send Abroad transaction fails, is cancelled, is rejected or cannot be completed, Pay10 may return the relevant funds to Your Pay10 Account, subject to Applicable Law, any disclosed fees or charges, and any deductions, reversals or charges imposed by the relevant Third-Party Service Provider, receiving bank, wallet provider or payment channel.
  • Unless Pay10 expressly enables otherwise, the Send Abroad service does not include receipt of inbound transfer, transfer to unsupported countries, business or corporate transfer, or foreign exchange hedging products.
9. Beneficiary and Underlying Relationship
  • You are solely responsible for the underlying reason for the Send Abroad transaction and for Your relationship with the beneficiary.
  • Pay10 is not responsible for any dispute between You and the beneficiary regarding the purpose, use, receipt or non-receipt of the transferred funds, except to the extent the issue relates directly to Pay10’s own processing of the transaction.
  • Unless Pay10 expressly enables otherwise, the Send Abroad service is intended to transfer funds to the beneficiary’s bank account, wallet or other supported digital or local payment account in the supported country. Cash collection is not currently offered as part of the Send Abroad service.
10. Complaints
  • Any complaint relating to the Send Abroad service may be raised through the support and complaints channels stated in the Consumer Terms of Service.
  • These Terms and Conditions shall be read together with the complaints, liability, indemnity, governing law and other applicable provisions of the Consumer Terms of Service.
11. Liability
  • Pay10 will not be liable in any way for rejecting or delaying instructions for the Send Abroad service, where Pay10 believes that the Send Abroad service is illegal or fraudulent in nature or will cause breaches of applicable laws, regulatory requirements or its compliance policies and procedures.
  • Pay10 will not be liable in any way for VAT or other taxes that may be imposed to process the transaction, or any charges imposed by the beneficiary’s bank account.
  • Pay10 will not be liable in any way for loss or delay associated with your provision of incorrect beneficiary or collection method information when initiating a Send Abroad service.
  • Pay10 will not be liable in any way for loss associated with rejection of the transferred funds by the receiving bank, wallet provider or payment channel for any reason whatsoever.

PAY10 WPS SERVICE SPECIAL TERMS AND CONDITIONS

These Pay10 WPS Service Special Terms and Conditions apply in addition to the Consumer Terms of Service accepted by You. By registering for, accessing or using the Pay10 WPS Service, You agree to be bound by both the Consumer Terms of Service accepted and these Pay10 WPS Service Special Terms and Conditions. To the extent of any conflict, these Pay10 WPS Service Special Terms and Conditions shall prevail only in relation to the Pay10 WPS Service.

1.Scope

1.1 These Terms and Conditions apply where Pay10 makes available the Pay10 WPS Service, which enables eligible users to receive salary credits into their Pay10 Account in connection with the UAE Wage Protection System, where enabled by Pay10.

1.2 For the purposes of these Terms, “Pay10 Account” means a basic, digitally accessible current account denominated in AED and offered in accordance with the Central Bank of the UAE Universal Account Guidance, created for You when You complete registration, onboarding and applicable Know Your Customer (KYC)/Customer Due Diligence (CDD) checks through the Pay10 App, through which You may receive salary credits and access Pay10 services made available to You from time to time.

1.3 Unless otherwise defined in these Terms and Conditions, capitalized terms shall have the meanings given to them in the Consumer Terms of Service.

2.Availability and Eligibility

2.1 The Pay10 WPS Service may only be made available subject to successful onboarding, KYC/CDD completion, acceptance of these Terms and Conditions, completion of any additional checks requested by Pay10, and operational availability of the relevant employer, originator, payment file, participating institution and applicable WPS processing arrangements.

2.2 Pay10 may enable, restrict, suspend, discontinue or impose conditions on the Pay10 WPS Service where reasonably required for legal, regulatory, sanctions, Anti-Money Laundering (AML)/Countering the Financing of Terrorism (CFT), fraud prevention, operational, security or risk-management reasons.

3.Employer or Originator Instructions

3.1 Salary credits made through the Pay10 WPS Service depend on the relevant employer, salary originator, payroll processor, payment file submitter, participating institution and the relevant WPS processing chain.

3.2 Pay10 is not responsible for any delay, non-submission, failed submission, rejection, underpayment, overpayment or other issue caused by the employer, payroll originator, file submitter, participating institution or any third party outside Pay10’s reasonable control.

3.3 Pay10 does not determine Your salary entitlement, salary amount, deductions, payroll calculation, employment status or payment date. Any dispute regarding salary entitlement, salary amount, payroll calculation, delayed employer submission or the employer’s underlying salary obligations must be raised with the employer or relevant responsible party, except to the extent the issue relates directly to Pay10’s own processing of the Pay10 WPS Service.

4.Crediting and Access to Funds

4.1 Where salary funds are successfully received and credited through the relevant WPS channel, such funds will be credited to Your Pay10 account and may be accessed through the Pay10 App and other Pay10 services made available to You from time to time, subject to Applicable Law, transaction limits, service availability and applicable terms.

4.2 Pay10 may apply balance limits, access controls, withdrawal limits, transaction limits and security procedures to the use of WPS-credited funds.

4.3 Where enabled by Pay10, You may receive salary-credit notifications through the Pay10 App or other channels made available by Pay10 from time to time. The availability of such notifications may depend on data received from the relevant employer, processing engine, participating institution or other relevant third party.

5.Use of the Service

5.1 You may only use the Pay10 WPS Service for lawful purposes and in accordance with Applicable Law, the Consumer Terms of Service, these Terms and Conditions, and any applicable operational requirements notified by Pay10.

5.2 Pay10 may place holds, delays, restrictions or blocks on salary funds where reasonably necessary for legal, regulatory, sanctions, AML/CFT, fraud prevention, operational, security or risk-management reasons.

6.Account and App Security

6.1 You must keep Your Pay10 App, Pay10 account details, device, PIN, passwords, one-time passcodes and all authentication credentials secure at all times.

6.2 You must notify Pay10 immediately if Your Pay10 App, Pay10 account, device or related credentials are lost, stolen, compromised, misused or used without authorization, and You must promptly use any freeze, block or security feature made available by Pay10 where applicable.

6.3 Pay10 will never ask You to disclose Your PIN, OTP, password or other confidential security credentials by phone, SMS, email or social media.

7.Relationship with Pay10 Card

7.1 Where a Pay10 Card is separately issued to You and linked to Your Pay10 account, the Pay10 Card Special Terms and Conditions shall also apply to Your use of the Pay10 Card.

7.2 For the avoidance of doubt, salary funds are credited to Your Pay10 account and are not loaded directly onto the Pay10 Card.

8.Complaints and Salary Issues

8.1 Any complaint relating to Pay10’s processing of the Pay10 WPS Service may be raised through the support and complaints channels stated in the Consumer Terms of Service, applicable KFS or Pay10 App.

8.2 Any dispute regarding salary entitlement, salary amount, employment obligations, payroll calculation or the employer’s underlying wage obligations must be raised with the employer or the relevant responsible party, except to the extent the issue relates directly to Pay10’s own processing of the Pay10 WPS Service.

9.Relationship with Other Terms

9.1 These Terms and Conditions shall be read together with the complaints, liability, indemnity, governing law and other applicable provisions of the Consumer Terms of Service.