1.1.Payment service agreement between Paytend Europe and Customer is drawn up in accordance with the law of the Republic of Lithuania. Relationships not covered by these T&C are governed by the applicable legal regulations.

1.2.The disputes between Paytend Europe and Customer shall be solved through negotiations.

1.3.In case if the dispute cannot be solved through negotiations, the Customer can submit a complaint by post or e-mail, specifying Customer’s name, contact details, relevant information, which would indicate why the Customer reasonably believes that Paytend Europe violated the legal rights and interests of the Customer while providing the Services. The Customer can add other available evidence that justifies the need for such a complaint. If the Customer would like to submit a formal complaint, the Customer shall send the email to info@paytend.com.

1.4. Upon receipt of a complaint from the Customer, the Paytend Europe confirms receipt of the complaint and indicates the time limit within which the reply will be submitted. In each case, the deadline for submitting a reply may vary as it directly depends on the extent and complexity of the complaint filed, but the Paytend Europe will make the maximum effort to provide the response to the Customer within the shortest possible time, but not later than 15 (fifteen) business days. In case if Paytend Europe is not able to provide the final answer within 15 (fifteen) Business days, Paytend Europe shall inform the Customer about that and indicate the time when the answer will be provided, however the term shall not be longer than 35 (thirty-five) Business days.

1.5. In case the Customer is the Consumer and considers that his/her claim was solved not right, the Customer has the right to submitt the claim directly to the Bank of Lithuania as the Paytend Europe is the electronic money institution established and licensed in Lithuania. The claim to the Bank of Lithuania may be submitted by following:

1.5.1.via the electronic dispute settlement facility E-Government Gateway;

1.5.2.by completing a Consumer application form which may be found in the website of the Bank of Lithuania and by sending it to the Supervision Service of the Bank of Lithuania, Žirmūnų g. 151, LT-09128, Vilnius, Lithuania or by email pt@lb.lt

1.5.3.by filling out a free-form application and sending it to Supervision Service of the Bank of Lithuania Žirmūnų g. 151, LT-09128, Vilnius, Lithuania or by e-mail – pt@lb.lt

1.6. More information about the procedure of submitting the compliant to the Bank of Lithuania may be in the website of the Bank of Lithuania.

1.7. The Customer (who is the Consumer) who have a place of residence in other European Union or European Economic Area member states are also able to submit their claim to the relevant local authority in their place of residence.

1.8.In case if the Customer wants to submit the complaint to the Bank of Lithuania as the supervisory authority, the Customer may it submit by the following:

- written complaint submitting to the post-box of the Bank of Lithuania by address Totorių g. 4 ir Žirmūnų g. 151 on Business days from 7:00 till 18:00;

- by sending the letter to address Totorių g. 4, LT-01121 Vilnius;

- by sending e-mail info@lb.lt or pt@lb.lt;

- by fax (8 5) 268 0038;

- by submitting written complaint at the Bank of Lithuania;

- by filling the electronic reference at the website of the Bank of Lithuania.

1.9.If the Customer would like to contact Paytend for any other reason connected to these terms and conditions than described above, the Customer may contact Paytend Europe via in-app support or email Paytend Europe at info@paytend.com.

1.10.In case if the dispute cannot be settled through negotiations, disputes shall be solved in the courts of the Republic of Lithuania in accordance with the procedure set forth by the laws of the Republic of Lithuania.