Terms of Service

PAY10 APPLICATION – CONSUMER TERMS OF SERVICE

1. Introduction
Pay Ten Payment Services Provider LLC, a company with license number 1247708 incorporated under the laws of the United Arab Emirates and having its registered place of business at Office 1004, U-Bora Office Tower, Business Bay, Dubai, United Arab Emirates (“UAE”) referred to (“Pay10”, “We”, “Us” or “Our”).

2. Services & Products
Pay10 offers you as consumer (“You”, “Your” or “Yourself”), various products and services relating to payment processing directly through Pay10 and through third-party service providers. The Services and Products Pay10 offer includes:
a. Pay10 UAE
Pay10 UAE is Pay10 application (Pay10 App) that You download and install on Your mobile to open a Pay10 Account and utilize Pay10 Services offered via the Pay10 App.

b. Pay10 Account
Pay10 Account is an electronic account on Pay10 App established for You by Pay10 and accessed by You to utilize the other Pay10 Services, referred to as Pay10 Account or Account.

c. Send Abroad
Send Abroad is the service made available by Pay10 to enable You remit funds to a beneficiary cross-border/ outside UAE through Your Pay10 Account, whether directly or through any Third-Party Service Provider, payout partner or payment channel as enabled by Pay10.

d. Bill Payment
Bill payment is the services made available by Pay10 which enable You to initiate, authorize and complete payment of bills, invoices or other payment obligations to participating billers, merchants or service providers through the Pay10 Services.

e. Pay10 Card
Pay10 Card is a physical or virtual prepaid card issued by Pay10 under the Jaywan scheme.

f. Pay10 WPS
Pay10 WPS is a service that enables You to receive Your salary in Your Pay10 Account in connection with the UAE Wages Protection System.

g. Pay10 Biz UAE
Pay10 Biz UAE is the Pay10 business application (merchant platform) made available by Pay10 for use by merchants and business partners

3. Terms and Conditions
3.1 These Terms of Service cover the terms and conditions under which You access and use of Pay10 App, Your Pay10 Account and suite of products and services including Send Abroad Services, Bill Payment Services, Pay10 issued Card, Pay10 WPS Service and any other supplemental consumer services made available by Pay10 from time to time (together, the “Pay10 Services”), through our Pay10 App.

3.2 These Terms of Service are made up of: (a) the Pay10 App Terms and Conditions, set out below, applicable to Pay10 App and Pay10 Services; (b) Send Abroad Services Special Terms and Conditions; (c) Bill Payment Services Special Terms and Conditions; (d) Pay10 Card Special Terms and Conditions; (e) Pay10 WPS Service Special Terms and Conditions (f) any special terms and conditions of any new product or service provided by Pay10 (g) Pay10’s Privacy Policy which is available on the Pay10 App and/or on the Pay10 website; and (h) Schedule of Fees and Charges available on the Pay10 App and/or on the Pay10 website (i) all applicable appendices/schedules referred to herein.

3.3 Please read these Terms of Service and Key Facts Statement carefully before using Pay10 Services. By using any of the Pay10 Services You acknowledge that You have read, understood, and agree to be bound by these Terms of Service, and such use shall constitute Your deemed acceptance of these Terms of Service, which shall be legally binding upon You. If You do not agree or You are not willing to be bound by any of these Terms of Service immediately cease using any of the Pay10 Services.

3.4 In addition to the Pay10 App Terms and Conditions, individual Pay10 Services are also subject to special set of terms and conditions which must be accepted at the time of subscribing to, activating or using the relevant service (“Special Terms and Conditions”). Such Special Terms and Conditions shall form part of these Terms of Service for the relevant service. To the extent of any conflict, the applicable Special Terms and conditions shall prevail only in relation to that specific service.

3.5 You represent and warrant that You (i) are over eighteen (18) years of age; (ii) have reviewed and understand these Terms of Service; and (iii) agree to be legally bound by these Terms of Service, as amended, updated, or replaced by Pay10 from time to time at the sole discretion of Pay10.

4. Changes to These Terms of Service
4.1 Pay10, at any time, reserves the right to update these Terms of Service or any part of it. Pay10 will provide 60 Calendar days’ notice as applicable by Law. Changes may take effect immediately if required under Applicable Law or due to any regulatory directives, and therefore there might not be enough time to provide prior notice of such changes. You are entitled to close Your Pay10 Account and end Pay10 Services, at no charge (direct or indirect), if You do not accept the change(s) to these Terms of Service notified to You. Any continued access to, or use of Pay10 Services after the effective date of any change will constitute Your acceptance and agreement to these Terms of Service.
4.2 If You do not accept the changes to these Terms of Service, You should communicate Your objection to Pay10. Such objection shall be deemed a notice by You to Pay10 to close Your Pay10 Account and any other Pay10 Services You are accessing in accordance with these Terms of Service.

5. Contact
If You have any questions about these Terms of Service, Pay10 App, Your Pay10 Account, any Pay10 Services, or our Privacy Policy, please visit our FAQs, if You can’t find the answer You were looking for, please get in touch with us by emailing Pay10 at support@pay10.ae Or calling us at 800-PAY10 (72910).

6. Pay10 App
6.1 In order for You to set up Your Pay10 Account and access the Pay10 Services, You will need to first download Pay10 App which is subject to these Terms of Service. You will need to follow the Account opening and activation application process which requires You to upload the required information and identity documentation, and Pay10 reserves the full right to request further and/or additional information at any time as it sees fit in its sole and absolute discretion.
6.2 In consideration of Your use of Pay10 Services, Fees, Charges and limits will apply as per the Schedule of fees and charges as may be updated by Pay10 from time to time at its sole discretion, with such updates being effective upon posting on the Pay10 App or website.
6.3 You undertake to use Pay10 Services in accordance with these Terms of Service and all Applicable Laws. You acknowledge You have read and understand the Special Terms and Conditions of Pay10 Services provided in these Terms of Service.
6.4 You shall at all times use Pay10 Services for lawful purposes and in full compliance with Applicable Laws, and all regulatory requirements of UAE’s competent authorities.

7. Pay10 Account
7.1 After You download Pay10 App, Pay10 requires information about Yourself to be able to set up Your Pay10 Account. You shall provide Pay10 with such information. All information You have provided to Pay10 shall be true and correct in all respects and not misleading by omission. You agree to promptly update Your account information as necessary to keep it accurate and complete.
7.2 To open and maintain Pay10 Account, you must be at least 18 years old, a resident of the UAE, and possess a valid UAE mobile number. You must complete Pay10’s Know Your Customer (KYC) and Customer Due Diligence (CDD) process. We may restrict Your Pay10 Account functionality until verification is complete.
7.3 You may fund Your Pay10 Account from Your Linked UAE bank account, or any other methods we make available. Funding limits may be imposed. You agree that the currency applied to Your Pay10 Account will be United Arab Dirhams (“AED”). You acknowledge that Pay10 Account balances do not earn interest. You may redeem (withdraw) Your Pay10 Account balance to a linked bank account in Your name or send to any other beneficiaries’ bank accounts, subject to verification and the limits/fees set by Pay10. Redemption requests may take up to 5 Business Days to process.
7.4 Pay10 Account is for personal, non-business use only. This includes, but not limited to paying merchants for their goods & services, sending/ receiving money to/from other Pay10 consumers, using Send Abroad Services, using Bill Payment Services, Pay10 WPS Services, Pay10 Card and any other activity as enabled by Pay10 in the Pay10 App from time to time. You may not use it for illegal activities, gambling, or the sale of prohibited goods/services. We impose daily and monthly transaction limits for security purposes.
7.5 A Pay10 Account will be considered dormant if there has been no customer-initiated activity for twelve (12) consecutive months. Upon an account becoming dormant, Pay10 may restrict, suspend or freeze the Account and notify You using Your registered contact details. A monthly administrative fee may be charged on dormant Pay10 Accounts, as specified in the Fees Schedule. The handling of funds in dormant accounts shall be governed by Clause 14.4 of these Terms of Service and Applicable Law.
7.6 You are responsible for maintaining a positive balance. If Your Pay10 Account balance becomes negative due to a reversed transaction or charged fee, You must immediately repay the amount owed. We may suspend Your Pay10 Account until the balance is positive.
7.7 You are solely responsible for maintaining the security of Your device and Your Pay10 Account login credentials. You must immediately enable the “Freeze Pay10 Account” feature via the Pay10 App if You suspect unauthorized access and notify us immediately.
7.8 Electronic statements of Your Pay10 Account transactions will be made available monthly within Pay10 App. It is Your responsibility to review these statements and report any discrepancies within 30 days.
7.9 We may terminate Your Pay10 Account services in accordance with these Terms of Service. Upon termination, You may redeem Your remaining balance, net of any applicable fees.

8. Support of Pay10 Services
8.1 Regardless of whether Pay10 Services are provided by Pay10 directly or through a Third-Party Service Provider, You and Pay10 agree that Pay10 (and not the Third-Party Service Provider) will provide first line support to You on issues relating to Your use of the Pay10 Services. You acknowledge and agree that You will look to Pay10 for all support, including for any Pay10 Services provided by a Third-Party Service Provider, or any additional supplier, agent, vendor, contractor or Third-Party providing any part of the Pay10 Service; provided that Pay10 makes no guarantee of resolution times and shall not be liable for any delay, interruption, or failure caused by such third parties.
For all inquiries, complaints, or support needs, You may contact Pay Ten Payment Services Provider LLC at:
Registered Address: 1004 Ubora Office Tower, Business Bay, Dubai, UAE
Communication Channels:
• 24/7 Support Center: 800-72910
• Email: support@pay10.ae
8.2 Pay10 is committed to providing timely and accessible support in accordance with applicable UAE regulations. Consumers should use the above channels for all support-related communications, including issues related to transaction initiation, unauthorized access, or service disruptions. You acknowledge that support responses may be recorded and monitored for quality assurance and compliance purposes.

9. Use and Sharing of Your Personal Information
9.1 Pay10 may collect, use, share, and hold personal or non-public information about You, including but not limited to: Your name, address, telephone number, email address, social security number and/or tax identification number and payment data, Transaction data, including account numbers and purchase history (“Data”) for the purpose of considering eligibility for, providing, administering, and maintaining the Pay10 Services, as well as for ongoing account management, customer support, fraud prevention, and compliance with applicable legal and regulatory requirements. Pay10 will share Data with its Third-Party Service Providers, in accordance with Pay10’s Privacy Policy.
9.2 Pay10 will use such Data for the purpose of providing Pay10 Services to You in accordance with Applicable Law and Pay10 Privacy. By using Pay10 Services and providing Your personal information to us, You expressly consent to the collection, use, retention, storage, transmission, processing and transfer of Data, and the sharing of Data with Third-Party Service Providers and other Third-Party vendors, agents, and suppliers, as described in this section and pursuant to Pay10’s Privacy Policy.
9.3 You agree to monitor Pay10’s Privacy Policy periodically to review any possible amendments. By using the Pay10 Services after modifications to Pay10’s Privacy Policy, You are deemed to have agreed to such amendments. Pay10’s collection, use, and disclosure of Data shall be conducted in accordance with the UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data and any applicable implementing regulations.
9.4 You expressly acknowledge that Pay10 shall not be liable for any use or misuse of Data by third parties once disclosed in accordance with these Terms of Service, and You waive any claims against Pay10 in respect thereof.
9.5 While Pay10 uses commercially reasonable efforts to safeguard Data obtained, processed, stored, and transmitted while using Pay10 Services, Pay10 expressly disclaims any warranty that Data will be processed, stored and/or transmitted without unauthorized interception or modification or that Data will not be accessed or compromised by any unauthorized third parties.

10. Your Access Credentials
10.1 Pay10 will issue to You, or permit You to use access credentials, to enable You to access Your Pay10 Account and use the Pay10 Services. You will restrict access to such Access Credentials, as may be reasonably necessary and consistent with the purposes of these Terms of Service and You fully indemnify Pay10 for any losses, damages, claims, or liabilities arising from use of Your Access Credentials under any circumstances whatsoever, including but not limited to cases of loss, theft, or unauthorized disclosure.
10.2 You are solely responsible for maintaining adequate security and control of any and all Access Credentials, or any other codes that are issued to You by Pay10 or selected by You, for purposes of giving You access to the Pay10 Services. Pay10 shall be entitled to rely on information it receives from You and may assume that all such information was lawfully transmitted by or on behalf of You with the necessary authorizations from You.
10.3 You must notify Pay10 without undue delay and no later than thirty (30) calendar days after becoming aware of an unauthorized transaction. Where required by Applicable Law, we may provisionally credit the disputed amount while we investigate. We will refund unauthorized transactions unless You acted fraudulently or with gross negligence. Where permitted by Applicable Law, you may be liable for limited losses incurred before You notify us; any such limit will be disclosed on the Fees Page.

11. REJECTION
11.1 Pay10 reserves the right, in its sole and absolute discretion, at any time and without prior notice, and with or without assigning any reason, reject and/or refuse to process as part of Pay10 Services any payment by You.

12. REFUND
12.1 In the event that Pay10 receives a request from You for a refund of any amount of any payment made by You with respect to any Transaction where for whatever reason, the merchant is unable to perform/provide the product and/or service (whether in whole or in part) which You procured from the merchant and paid for using the Pay10 Services, Pay10 shall contact the merchant to establish the relevant facts , Pay10 shall have no obligation to refund any amount unless it has actually received the corresponding funds from the merchant or any other relevant third party. Thereafter Pay10 shall, in its sole and absolute discretion, decide on whether any refund is to be effected and the amount of any such refund. You acknowledge and agree that Pay10 shall not be responsible for, nor guarantee, the performance of any merchant obligations, and that all refund decisions made by Pay10 shall be final and binding subject always to any refund, reimbursement, correction or remediation required to be provided by Pay10 under Applicable Law or applicable regulatory requirements.
12.2 It is agreed that Pay10 is entitled to the Service Fees for every Transaction submitted on the Pay10 App by You, irrespective of any refund as specified herein. You further agree that Service Fees are non-refundable under any circumstances, and that any refund granted shall be net of such Service Fees and any other applicable charges or deductions.

13. INTELLECTUAL PROPERTY
13.1 As between Pay10 and You, Pay10 (or its affiliates, licensors and/or Third-Party Service Providers, as applicable) owns and retains all right, title and interest in and to the Pay10 Services, the Pay10 App, all related platforms, databases, software, APIs, documentation, designs, look-and-feel, Consumer interfaces, Trademarks, copyrights, patents, trade secrets, know-how, processes, methods, algorithms, technology and any related technology utilized under or in connection with these Terms of Service (whether registered or unregistered), (“Intellectual Property. No title to or ownership, whether in whole or in part, of any of the foregoing is granted or otherwise transferred to You, or any other entity or person under these Terms of Service, whether by implication, estoppel or otherwise.
13.2 You shall not reverse engineer, disassemble, decompile or otherwise attempt to discover the source code or trade secrets or underlying structure, ideas, or algorithms for any of Pay10 Services or related technology. You agree to promptly report to Pay10 any unauthorized use or infringement of the Pay10 Services or any Pay10’s Intellectual Property which comes to Your attention.

14. TERMINATION
14.1 Termination by You
Consumers may immediately close their account via the Pay10 App or by notifying Pay10 in writing, subject to settlement of any outstanding obligations. Prior to closure of the account, You must ensure that any available balance in Your Pay10 Account has been withdrawn, transferred, utilized, or otherwise redeemed in accordance with the Pay10 Services. For clarity, any fees, charges, or liabilities accrued prior to the effective termination date shall remain payable and non-refundable

14.2 Termination by Pay10
Pay10 may terminate these Terms of Service, close Your Pay10 Account and/or terminate Your use of Pay10 Services immediately, or at any time, without advance or prior notice and with or without cause, for any reason including without limitation to Your breach or default of any obligation set forth in these Terms of Service or if Pay10 determines, in its sole discretion, that Your activities/practices are detrimental to the achievement of Pay10’s business objectives, or if a Pay10’s relationship with its Third-Party Service Provider terminates or the Third-Party Service Provider otherwise ceases supplying Pay10 with services necessary for the delivery of the Pay10 Services.

14.3 Effect of Termination and Survival
Upon termination of these Terms of Service for any reason whatsoever, all rights and interests under these Terms of Service shall be extinguished and shall be given no further force or effect except that (i) all accrued payment obligations under these Terms of Service shall survive such expiration or termination; and (ii) any indemnities, disclaimers, limitations of liability, confidentiality obligations, and rights granted to Pay10 shall survive; and (iii) the rights and obligations of the parties under Section 12.9 (Survival) shall survive termination.

15. Dormant Accounts and Unclaimed Balances
A Pay10 Account may be classified as dormant where there has been no customer-initiated activity for a continuous period of twelve (12) months or such other period prescribed under Applicable Law or regulatory requirements. Upon an account becoming dormant, Pay10 may suspend or freeze the account and notify You using Your registered contact details.

Following such notification, Pay10 may contact You during a period of up to three (3) months to enable You to reactivate the account or claim any remaining balance. During this period, the funds shall continue to remain held by Pay10. If no response or reactivation is received within such period, Pay10 may transfer the remaining balance to its internal dormant accounts or unclaimed balances ledger in accordance with Applicable Law and regulatory requirements. Where the balance remains unclaimed for the period prescribed under Applicable Law or regulatory requirements, Pay10 may transfer such dormant or unclaimed balances to the Central Bank of the UAE or any designated authority in accordance with Applicable Law.

You may contact Pay10 Customer Support at any time prior to such transfer to reclaim any eligible balance, subject to verification and applicable regulatory requirements. Upon termination or closure of Your Pay10 Account, any remaining balance may be treated in accordance with this Clause 15.

16. Warranty Disclaimer
16.1 Pay10 Services are provided on an “as is” and “as available” basis, without any representations or warranties. Pay10 and its Third-Party Service Providers do not represent or warrant that the Pay10 Services will be available, accessible, uninterrupted, timely, secure, accurate, complete, or entirely error free. You may not rely upon any representation or warranty regarding the Pay10 Services by any Third-Party in contravention of the foregoing statements, including, but not limited to representations by Third-Party Service Providers. Pay10 and its Third-Party Service Providers specifically disclaim all representations, warranties and conditions whether express or implied arising by statute, operation of law, usage of trade, course of dealing, or otherwise, including but not limited to warranties or conditions of merchantability, fitness for a particular purpose, non-infringement, or title with respect to the Pay10 Services, or other services or goods provided under these Terms of Service. You understand and agree that Pay10 and its Third-Party Service Providers shall bear no risk with respect to Your sale of products or services, including without limitation, any risk associated with credit card fraud, ach fraud, check fraud or chargebacks, and You shall be solely responsible for all losses, liabilities, penalties, and costs arising therefrom.

17. Cooling-Off Period
17.1 For transactions carried out through Your Pay10 Account (for example, domestic and international transfers and bill payments, You agree to waive the Cooling-Off Period.

18. LIMITATION OF LIABILITY
18.1 Pay10 disclaimers
Pay10 expressly disclaims any liability or loss, however occurring including negligence, whether direct or indirect, foreseeable or unforeseeable, that arises from or related to any unauthorized access to Your Account, facilities, or to your Data or programs due to accident, illegal or fraudulent means or devices used by any Third-Party, or other causes beyond Pay10’s reasonable control.
Pay10’s total liability to You, whether arising in tort (including negligence), contract or otherwise, under these Terms of Service or regarding any Pay10 Services shall not exceed AED 100 (United Arab Emirates Dirhams One Hundred only)

18.2 Pay10 Limitation of Liability
Under no circumstances will Pay10 or any of its parents, affiliates or Third-Party providers, or any of its officers, directors, employees or agents, be liable for any indirect, incidental, consequential, special or exemplary damages however or whenever arising, including, without limitation, damages for lost revenue, lost profits, anticipated profits, lost business or injury to business reputation, cost of procurement of substitute services, under any theory of liability or cause of action whether in tort, including negligence, contract or otherwise, regardless of whether it has been advised of the possibility of such damages. Any fines, fees, penalties, assessments or other amounts imposed by the card associations are direct damages and will not be deemed to be special, incidental, consequential, or punitive damages.
You will remain liable for any liabilities and losses and other amounts incurred by Pay10 arising under these Terms of Service that are attributable in whole or in part to: (i) Your breach of any provision of these Terms of Service or other applicable agreement associated with the Pay10 Services; (ii) any information, Data, or transactions that You know or should have known contains inaccuracies or omissions; and/or (iii) any security breach or unauthorized access to Data or Confidential Information caused by the actions of You.

19. INDEMNIFICATION
19.1 You shall defend, indemnify, and hold harmless Pay10 from and against any and all claims, actions, demands, proceedings or suits and all related liabilities, damages, settlements, penalties, fines, costs or expenses (including reasonable attorneys’ fees and other litigation/court expenses) fines, penalties, and judgments of any kind or nature whatsoever (collectively, “Losses”), incurred by Pay10, arising out of or relating to (i) any breach or alleged breach by You of these Terms of Service; (ii) any damage or loss caused by negligence, fraud, dishonesty or willful misconduct by You;(iii) the reliability, accuracy, or legitimacy of Data, content, transactions or purchase orders submitted by You to Pay10; (iv) transactions, including unauthorized, fraudulent or disputed transactions, submitted using the Pay10 Services, including transactions rejected by Pay10 or an issuing bank; and (v) any alleged infringement, misappropriation or violation of a patent, copyright, trademark or other intellectual property right by You or arising from any data or other materials or technology supplied by You or from Your use of the Pay10 Services in an unauthorized manner.

20. GENERAL PROVISIONS

20.1 Notices
All notices to You shall be given electronically, sent to the electronic email address provided by or for You during registration for the Pay10 Services. All notices to Pay10 shall be given electronically by sending an email to Pay10’s email address indicated in these Terms of Service.

20.2 Assignment
You will not have the right or the power to assign any of Your rights or delegate the performance of any of Your obligations under this agreement without the prior written consent of Pay10. Pay10 will have the right, without prior written notice to You, to assign to its successors and/or assigns, subsidiaries, affiliates, and/or Third-Party Service Providers.

20.3 Waiver
The failure of any Party to insist on or enforce strict performance of any provision of these Terms of Service or to exercise any right or remedy under these Terms of Service or Applicable Law will not be construed as a waiver or relinquishment to any extent of the right to assert or rely upon any such provision, right or remedy in that or any other instance; rather, the same will be and remain in full force and effect. Waiver by either Party of a breach of any provision contained in these Terms of Service must be in writing, and no such waiver will be construed as a waiver of any other and/or succeeding breach of such provision or a waiver of the provision itself.

20.4 Severability and Headings
If any provision of these Terms of Service is held to be invalid or unenforceable for any reason, the remaining provisions will continue in full force without being impaired or invalidated in any way. The Parties agree to replace any invalid provision with a valid provision, which most closely approximates the intent and economic effect of the invalid provision. Headings are used for convenience of reference only and in no way define, limit, construe or describe the scope or extent of any section, or in any way affect these Terms of Service.

20.5 Force Majeure
Pay10 will not be liable for any losses, damages, penalties or other liabilities arising out of the delay or interruption of its performance of obligations under these Terms of Service due to any abnormal and unforeseeable circumstances outside its control.

20.6 Governing Law and Jurisdiction
These Terms of Service and performance under it will be interpreted, construed and enforced in all respects in accordance with the laws of the UAE, and that the courts in the Emirate of Dubai shall have exclusive jurisdiction over any matter arising from or pursuant to these Terms of Service.

20.7 Entire Agreement
These Terms of Service together with all Pay10 policies referenced in these Terms of Service set forth the entire understanding and agreement of the Parties and supersedes all prior or contemporaneous oral or written agreements or understandings between the Parties, as to the subject matter of these Terms of Service. You acknowledge that these Terms of Service reflects an informed and voluntary engagement between Pay10 and You of all risks (both known and unknown) associated with Pay10 Services.

20.8 Survival
The provisions of these Terms of Service relating to any fees or other amounts owed, payment of finance charge on unpaid fees, confidentiality, warranties, limitation of liability, indemnification, governing law, severability, headings, Third-Party beneficiary, this clause 18.8, and any other provisions that by their nature should survive termination shall survive termination or expiration of these Terms of Service.

20.9 Complaints
Pay10 is committed to addressing Consumer complaints promptly and fairly in accordance with applicable UAE regulations. If You have a complaint regarding our services, including transaction issues or service disruptions, You may contact our 24/7 Support Center at 800-PAY10 (72910) or email us at support@pay10.ae. Complaints should include Your name, contact details, and a detailed description of the issue. Pay10 will acknowledge receipt of Your complaint within two (2) business days and aim to resolve it within thirty (30) business days, or longer for complex issues, with updates provided as needed. If the complaint cannot be resolved to Your satisfaction, You may escalate it to the Central Bank of the UAE via their designated consumer protection channels. Pay10 maintains records of all complaints for regulatory compliance.