Purpose
Apollo Pay is committed to providing a reliable and efficient service to all its clients. This Complaint Policy outlines the process for handling customer complaints to ensure fair and consistent resolution in cooperation with our operational partners.
1. Initial Complaint Handling
Apollo Pay serves as the first point of contact for all customer complaints. Clients are encouraged to report any issues or concerns related to services or transactions directly to Apollo Pay.
2. Onboarding Requirements
As part of the onboarding process, customers are required to submit Know Your Business (KYB) information for verification. Complaints will only be handled for fully verified clients.
3. Complaint Resolution Process
Complaints received by Apollo Pay will be assessed and, if necessary, handled in collaboration with a partner company responsible for payment processing. While Apollo Pay facilitates the resolution process, the operational details of this collaboration will not be disclosed to clients.
4. Partner Company Cooperation
Apollo Pay collaborates with a partner company for all payment processing. The partner’s operational procedures may be applied in certain cases to resolve customer complaints. However, Apollo Pay does not disclose specific details about the partner company’s involvement.
5. Liability Disclaimer
Apollo Pay does not accept liability for errors or delays caused by the partner company. This is outlined in the Terms and Conditions, which govern all services provided by Apollo Pay.
6. Escalation of Complaints
In situations where further investigation is required, Apollo Pay may, at its discretion, refer customers directly to the partner company for resolution. The exact circumstances under which this occurs are determined on a case-by-case basis.
7. Final Notes
Apollo Pay reserves the right to modify this Complaint Policy at any time to ensure compliance with regulatory requirements and to maintain service quality.
For any complaints, please contact our support team at admin@apollo-pay.com.