GOPAY means GoPay Czech, odštěpný závod zahraniční právnické osoby Worldline NV, Kingdom of Belgium, with its registered office at Senovažné nám. 1736, 370 01 České Budějovice, company registration number: 221 774 69, registered in the Commercial Register maintained by the Regional Court in České Budějovice, Section A, Insert 11596. The terms “we”, “us”, “our” and similar used in this Complaints Procedure have the same meaning. GOPAY is a payment institution within the meaning of the Payments Act and operates the GoPay Payment System.

The Payments Act means the implementation of European Directive 2015/2366 into Czech Act No. 370/2017 Coll., on payments, as amended.

A Client means a natural or legal person who, on the basis of the Contract, uses a GoPay account set up by GOPAY and recorded in the GoPay Payment System. The terms “you”, “your” and similar used in this Complaints Procedure have the same meaning.

A GoPay account means the account assigned to a Client in the GoPay Payment System, on which the Client's Money is recorded and held.

Money means the value on a GoPay account which:

Payment in Money means the use of Money:

The GoPay Payment System means the set of GOPAY's software and system solutions that enables payments on the internet or by other electronic means.

The Complaints Procedure means this document, which, in accordance with the relevant legislation, sets out the rules for submitting your complaints and claims and the rules for handling them, as well as the rules for mutual communication.

We hold authorisation from the National Bank of Belgium to operate as a payment institution under the Payments Act. We are subject to supervision by the National Bank of Belgium and the Czech National Bank.

We are the operator of the GoPay Payment System.

You are entitled to complain about incorrectly executed Payments in Electronic Money or about extraordinary events that occurred in connection with the GoPay Payment System, within 3 months of the event the complaint relates to.

You make a complaint by sending the relevant notice within the GoPay Payment System or to our e-mail address designated for complaint proceedings: [email protected]. You can also use the company's data box to send a complaint: jdgnx2p. In the complaint, state precisely and concisely what it concerns, describe the material circumstances and tell us how you want the complaint to be resolved. Attach the documents you refer to.

Once we receive the complaint we will investigate in order to determine whether it is justified. Within 15 working days of receiving the complaint we are obliged to inform you of the results of our investigation and of our position on the complaint, thereby resolving it. Where obstacles beyond our control prevent us from resolving the complaint within 15 working days, this period is extended to 35 working days in accordance with Section 258(2) of the Payments Act, and we are obliged to inform you within 15 working days of the obstacles preventing us from resolving your complaint in time.

The preceding paragraphs of this article of the Complaints Procedure apply mutatis mutandis to the submission and handling of complaints.

Depending on the circumstances and the nature of the matter, we provide you with material ongoing information about the handling of your complaint or claim. When communicating with you we take care to provide information in a simple and comprehensible way.

Where a complaint is justified, we are obliged to adopt and carry out corrective measures, in particular to restore the previous state of your GoPay account, compensate for the damage caused, carry out the Payment in Money in accordance with the payment order and so on.

If we take a position that does not fully meet your requirements, we will explain the resolution of the complaint or claim in detail in our position and give information about your option to maintain the complaint or claim and to turn to the relevant authorities (see also the Final provisions below).

You are not entitled to interest on the amount of an incorrectly executed Payment in Money.

We keep internal records of complaints and claims and of how they are handled in accordance with the periods laid down, in a way that meets information security requirements.

On request, and always in connection with confirming receipt of a complaint or claim, we will provide you with written information about how we handle the complaint or claim, in Czech or in another language if we agree on one with you.

The contact details for answering your questions are:

If you are dissatisfied with the quality of the services provided by GOPAY, you can contact the complaints department in writing here:

If you suspect a breach of the protection of your personal data, its misuse or unauthorised processing, you can contact the data controller's data protection officer here:

With any disputes that may arise between us and you in the provision of payment services under the Contract, you can also turn to the Financial Arbitrator of the Czech Republic (Czech Act No. 229/2002 Coll., as amended), with its registered office at Legerova 1581/69, 110 00 Prague 1. Your right to turn to the courts is not affected by this; disputes under the Contract are heard and decided before the courts of the Czech Republic, unless mandatory legislation requires otherwise. Disputes between you and us can also be resolved through mediation under Czech Act No. 202/2012 Coll., on mediation.

The supervisory authority for our activities in the area of combating money laundering is the Czech National Bank, with its registered office at Na Příkopě 28, 115 03 Prague 1, Czech Republic. The supervisory authority for all other regulated activities is the National Bank of Belgium, with its registered office at de Berlaimontlaan 3, 1000 Brussels, Belgium. You have the right to lodge a complaint with these supervisory authorities. You can also address your suggestions or complaints to the Office of the Public Defender of Rights, with its registered office at Údolní 39, 602 00 Brno, e-mail: [email protected], telephone: +420 542 542 888.

We have the right to amend this Complaints Procedure unilaterally. If we amend the Complaints Procedure, we are obliged to inform you of the change at least two months in advance by a message containing a link to the new Complaints Procedure, from where you will be able to print it or save it in electronic form. If you are not a small business or a consumer, the period for notifying changes to the Complaints Procedure is shortened to fourteen days.