Complaints Policy

1. Who can complain

Merchants, applicants, business contacts and anyone else affected by our services or conduct may make a complaint. A complaint is any expression of dissatisfaction, written or oral, about a service provided by Rainbow Pay Limited or about how we have behaved, where a response is expected.

If you are a customer of one of our merchants and your concern is about goods or services you bought, please contact the merchant first. The merchant is responsible for its own products, delivery and refunds.

2. How to make a complaint

• Online: use the complaint form on this page.
• Email: write to complaints@rainbowpay.hk.
• Post: write to the Complaints Officer, Rainbow Pay Limited, Room 706A, 7/F, Mirror Tower, 61 Mody Road, Tsim Sha Tsui, Kowloon, Hong Kong.

3. Information to include

To help us investigate promptly, please include:

• your name and the company you represent, if any;
• how we can contact you;
• your merchant reference or account identifier, if you have one;
• a description of what happened, including relevant dates and any transaction or case references; and
• what outcome you are seeking.

4. How we handle your complaint

Acknowledgement

We will acknowledge your complaint promptly, confirm who is handling it, and tell you if we need further information.

Investigation

We will review the relevant records and speak to the people involved. Where possible, the investigation is carried out by someone who was not directly involved in the matter complained about.

Response

We will send you a written response explaining what we found, our decision, and any action we will take. If the investigation needs more time, we will tell you why and keep you informed of progress.

Some matters involve our payment partners or payment schemes, and their procedures and timelines may apply. We will tell you if that is the case. There may also be matters where legal or regulatory restrictions limit what we can tell you.

5. If you are not satisfied

If you are not satisfied with our response, you can ask for your complaint to be escalated. It will then be reviewed by a member of senior management who was not involved in the original decision. Please reply to our response or write to complaints@rainbowpay.hk, explaining why you remain dissatisfied.

Depending on the nature of your complaint, you may also have recourse to relevant authorities or to the courts. Making a complaint to us does not affect any legal rights you have.

6. Fairness and cost

Making a complaint is free of charge. We treat complaints fairly, confidentially and without prejudice to your relationship with us. We use complaints to identify and correct problems in our services and processes.

7. Records

We keep records of complaints, our investigation and our response, in accordance with our legal and regulatory obligations. Personal data provided in a complaint is handled as described in our Privacy Notice.