Complaints

Effective 1 July 2026 · Version 1.0

How to raise a complaint

Contact our support or compliance team with your account details, any relevant transaction reference, and a clear description of the issue.

What to include

• Your name and account or business details;
• What happened, and when;
• Any transaction references or screenshots;
• The outcome you are seeking.

Our process

We acknowledge complaints and investigate them fairly. Where a service is delivered by a licensed entity or regulated partner, your complaint may be handled by, or referred to, that provider, and additional escalation routes may apply.

Contact

Support: support@novapayx.com
Compliance: compliance@novapayx.com