We want every merchant and customer to be treated fairly. If something has gone wrong, please tell us and we will work to put it right.
1. How to complain
Email info@payixay.com with the subject line Complaint, or call or WhatsApp +254 723 066 366, Monday to Friday, 9:00 to 18:00 EAT. Please include your name, your business name or transaction reference, and a short description of the issue.
2. If you are a cardholder
If you were charged by a business that uses Payixay, please contact that business first, as it is responsible for your purchase. If the business does not help, you can contact your card issuer or write to us with the date, amount and the last four digits of your card. Never send your full card number.
3. Our response times
We acknowledge complaints within two business days and aim to give a full response within fifteen business days. If we need more time we will explain why and give you a new date.
4. If you are not satisfied
You may ask for your complaint to be reviewed by a director. Complaints about the handling of personal data can also be raised with the Office of the Data Protection Commissioner of Kenya.
Contact Us
Questions about this policy can be sent to info@payixay.com or by phone and WhatsApp on +254 723 066 366, Monday to Friday, 9:00 to 18:00 EAT.