NayaPay is licensed by the SBP as an Electronic Money Institution under the EMI Regulations.
These Terms of Use govern the opening and closure of your NayaPay Account and use of the same and other Services available on the NayaPay Platform. Together with our Policies, and any other terms and conditions referred to in these Terms of Use, they constitute the agreement between you and us. For the use of certain Services, you may have to accept additional terms and conditions as notified to you when you are procuring or using such Services (“Additional T&Cs”). You are advised to print or download and keep a copy of these Terms of Use for future reference. You can ensure that you are reviewing the current Terms of Use on our Website or access the same on the NayaPay Platform.
3.1. In order to use our Services, you must first open a NayaPay Account by registering on the NayaPay Platform. As part of the registration process, we will ask you to create a NayaPay ID (for e.g. ab@nayapay). This ID will be used to identify you as a NayaPay user. At all times NayaPay shall hold full rights of the NayaPay ID. As and when required by NayaPay and without giving prior notice, NayaPay shall have the authority to revoke the NayaPay ID and ask you to change it. NayaPay will provide an option to you to choose an alternate NayaPay ID as part of the change procedure. As part of the registration process, you will also need to accept these Terms of Use and you must be at least eighteen (18) years of age and have legal capacity to accept the same. Please note that Additional T&Cs may apply to particular Services.
3.2. Your NayaPay Account holds E-Money which enables you to use the Payment Services.
3.3. Your NayaPay Account is denominated in PKR. This will remain the currency of your NayaPay Account for the duration of your agreement with us.
3.4. The E-Money held in your NayaPay Account does not expire but it will not earn any interest, mark-up, or any other form of return.
3.5. The NayaPay Account is not a bank account or a deposit. By accepting these Terms of Use you agree and acknowledge that the Banking Companies Ordinance, 1962 does not apply to your NayaPay Account. The E-Money held in your NayaPay Account is at all times backed by funds, which are held separate from our funds, in a trust account which is administered by a Trustee in accordance with the EMI Regulations.
3.6. The E-Money in a NayaPay Account belongs to the person or legal entity which is registered as the NayaPay Account holder. No person other than the NayaPay Account holder has any rights in relation to the E-Money held in a NayaPay Account, except as required under Applicable Laws. You may not assign or transfer your NayaPay Account to a third party or otherwise grant any third party a legal or equitable interest over it.
3.7. Any fee or other amounts payable by you to us shall be deducted/offset from the balance in your NayaPay Account. If the NayaPay Account balance is insufficient, we reserve the right to invoice you for any shortfall and/or restrict the provision of any or all of the Services.
3.8. By opening a NayaPay Account you represent and warrant to us that your opening of a NayaPay Account does not violate any Applicable Laws as are applicable to you.
3.9. All information you provide during the signup process or any time, thereafter, including information required pursuant to Applicable Laws, must be accurate and truthful, and you represent and warrant to us that all information provided as part of the signup process is true and accurate.
4.1. You must ensure that the information recorded on your NayaPay Account is always accurate and up to date. We may ask you at any time to confirm the accuracy of your information or to provide documents or other evidence.
4.2. You may only add a Load Method to your NayaPay Account if you are the named holder or user of that Load Method. We take any violation of this requirement very seriously and will treat any attempt to add a Load Method of which you are not the named holder or user as a fraudulent act.
4.3. Any use of the Payment Services is displayed in your Transaction history on the NayaPay Platform. Each Transaction is given a unique Transaction ID and shown in the Transaction history. We will not alter or amend information displayed in your Transaction history. You should quote the relevant Transaction ID when communicating with us about a particular Transaction. You should check your NayaPay Account balance and Transaction history regularly. You should report any irregularities or clarify any questions you have as soon as possible by contacting Customer Service.
4.4. You must notify us without undue delay after becoming aware of any unauthorised or incorrect Transaction and in any event no later than three (3) months after the date of such Transaction.
5.1. The NayaPay Platform uses built-in features to help protect the security of your NayaPay Account. As part of the registration process, you will be required to set your NayaPay Password and PIN.
5.2. You must take all reasonable steps to keep your: (i) NayaPay Password and PIN secure at all times and never disclose them to anyone; and (ii) Debit Card safe and within your possession. Our personnel will never ask you to provide your NayaPay Password and/or PIN to us or to a third party. Any message you receive or website you visit that asks for your NayaPay Password and/or PIN, other than the NayaPay Platform should be reported to us. It is advisable to change your NayaPay Password and PIN regularly (at least every three (3) to six (6) months) in order to reduce the risk of a security breach in relation to your NayaPay Account. We also advise you not to choose a NayaPay Password or PIN that is easily guessed from information someone might know or gather about you, or a NayaPay Password or PIN that has a meaning. You must never allow anyone to: (i) access your NayaPay Account or watch you accessing your NayaPay Account; and (ii) take possession of your Debit Card. You must comply with the security procedures we tell you about from time to time.
5.3. If you have any indication or suspicion of your NayaPay Account, Debit Card, login details, NayaPay Password, PIN, or other security feature being lost, stolen, misappropriated, used without authorisation or otherwise compromised, you are advised to change your NayaPay Password and PIN. You must contact Customer Service without undue delay on becoming aware of any loss, theft, misappropriation or unauthorised use of your NayaPay Account, Debit Card, login details, NayaPay Password, PIN or other security features. Any undue delay in notifying us will affect the security of your NayaPay Account.
5.4. If we think your NayaPay Account is at risk of fraud or a security threat, we will use our best efforts to contact you through the fastest and most secure means using the details you have provided to tell you what you need to do to help deal with that risk.
5.5. You must take all reasonable care to ensure that your e-mail account(s), mobile number, and Devices are secure and only accessed by you, as the same may be used to compromise the security of your NayaPay Account. In case any of the aforementioned means of communication are compromised, you should, without undue delay after becoming aware of this, contact Customer Service.
5.6. Certain Services you use on the NayaPay Platform may have additional security requirements and you must familiarise yourself with those as notified to you.
6.1. We may close your NayaPay Account in accordance with section 17. You may close your NayaPay Account at any time by contacting Customer Service. If your NayaPay Account holds a balance at the time of its closure, we will ask you to withdraw your funds within a reasonable period of time, during which your NayaPay Account will be accessible for the purpose of withdrawing the remaining balance only. After the expiry of this period you will not be able to access your NayaPay Account, but you may withdraw any remaining funds by contacting Customer Service and requesting that the funds are sent to you in accordance with the relevant procedure.
6.2. In the event that you decide to discontinue use of a Debit Card, such Debit Card shall be returned to NayaPay. Notwithstanding this, the Debit Card issued to you shall remain at all times, the sole property of NayaPay and shall be surrendered on demand to NayaPay as per our request. NayaPay, at its sole discretion, reserves the right, at any time, to cancel or withdraw the Debit Card or refuse to reissue, renew or replace the same under intimation to you.
6.3. In the event of your death, Transactions shall continue to be debited to your NayaPay Account till such time that NayaPay is informed in writing about your death. Upon receiving such notice, NayaPay will block any fresh Transactions carried out from the date of receipt of the notice. All Transactions authorised through your Password, PIN, and other security credentials, before receipt of notice of your death, shall be debited to your NayaPay Account accordingly. Subject to exercise of any remedy available to NayaPay, in its sole discretion, in the event of your death, custody of the funds present in your E-Money Account shall only be handed to your successors-in-interest upon receipt of a succession certificate issued in accordance with Applicable Laws.
6.4. You may access your Transaction history for a period of six (6) months after the closure of your NayaPay Account by contacting Customer Service and requesting the information. Your obligations with regards to keeping your NayaPay Account safe as set forth in section 5 shall continue to apply.
6.5. We reserve the right to carry out any necessary money laundering, terrorism financing, fraud or other illegal activity checks before authorising any withdrawal of your funds, including in relation to returning any funds to you after you have closed your NayaPay Account.
7.1. You can load E-Money to your NayaPay Account through the Load Methods specified on the NayaPay Platform. Load Methods are services provided by third parties (for example, the cash-counter at a Partner Institution where you deposit PKR to load E-Money or a, Linked Account).
7.2. We do not guarantee the availability of any particular Load Method and may make changes to or discontinue the acceptance of any particular Load Method at our sole discretion and/or in compliance with Applicable Laws.
7.3. E-Money will be credited to your NayaPay Account after the corresponding PKR have been received by us or on behalf of us by the relevant Partner Institution.
8.1. It is strictly forbidden to use the Payment Services in connection with the sale or supply of: drugs and drug paraphernalia, weapons (including without limitation, knives, guns, firearms or ammunition), satellite and cable TV descramblers, pornography, adult material, material which incites violence, hatred, racism or which is considered obscene, government IDs and licences including replicas and novelty items and any counterfeit products, unlicensed or illegal lotteries or gambling services (including without limitation the use of or participation in illegal gambling houses), unregistered charity services, items which encourage or facilitate illegal activities, prepaid debit cards or other stored value cards that are not associated with a particular merchant and are not limited to purchases of particular products or services, third party processing or payment aggregation products or services, multi-level marketing, pyramid selling or Ponzi schemes, matrix programmes or other “get rich quick” schemes or high yield investment programmes, goods or services that infringe the intellectual property rights of a third party, or un-coded/miscoded gaming. We reserve the right, in our sole discretion, to add categories of prohibited transactions by adding such categories either to these Terms of Use or by notifying them to you in accordance with these Terms of Use.
8.2. It is strictly forbidden to use your NayaPay Account for any illegal purposes including but not limited to fraud and money laundering and may require you to submit evidence of the source of funds being used to load your NayaPay Account. We will report any suspicious activity to the relevant law enforcement agencies as required by Applicable Law.
8.3. It is your, and not our responsibility, to ensure that you only use the Payment Services in compliance with Applicable Laws. The mere fact that a person or entity accepts payments through the Payment Services is not an indication of the legality of the supply or provision of their goods and services or of the underlying transaction. If you are in doubt as to the legality of a supply or purchase or the underlying transaction, you should not continue with your payment.
9.1. You can request a withdrawal of all, or part, of the E-Money held in your NayaPay Account at any time through the Withdrawal Methods specified in the NayaPay Platform.
9.2. We do not guarantee the availability of any particular Withdrawal Method and may, at our sole discretion, make changes to or discontinue a particular Withdrawal Method at any time without providing you with any notice.
9.3. In the event you use your Debit Card or biometrics at a Partner Institution’s ATM which dispenses cash but your NayaPay Account is not debited for the same, NayaPay is irrevocably authorised to debit the relevant NayaPay Account for such withdrawal along with applicable charges, regardless of whether the account holder is informed or has authorised the same. The applicable charges will be in accordance with the Partner Institution’s Schedule of Charges in force at the time. In case the account holder's NayaPay Account does not have sufficient funds for any reason, NayaPay will have the right to set-off any credit balance/ proceeds of instruments or other items of the account holder available with NayaPay or claim the same from the account holder.
Your NayaPay Account is subject to load, payment, and withdrawal limits. These limits are adjusted dynamically and depend on your verification status, requirements under Applicable Laws, and other variety of factors determined at our sole discretion. You can view your limits at any time in your profile on the NayaPay Platform. Before loading any funds into your NayaPay Account or availing any Payment Services, you must ensure that you do not exceed the aforementioned limits.
11.1. We rely on Partner Institutions, who may be regulated entities, to provide the Payment Services.
11.2. You agree and acknowledge that a contractual relationship exists between you and the Partner Institution with whom you maintain a Linked Account or whose Load Method / Withdrawal Method you utilize (“Relationship”). It is your responsibility to familiarize yourself with the terms and conditions governing such Relationship and any feature, condition, limit, charges arising from the same which can impact your use of the Payment Services.
11.3. You may add a Linked Account to your NayaPay Platform in accordance with our Account Linking process.
12.1. The NayaPay Platform enables you to use our Chat functionality to communicate with other users/account holders.
12.2. You must access and use Chat only for purposes permitted under Applicable Laws, as per these Terms of Use and our Chat T&Cs You should print and keep a copy of the Chat T&Cs together with these Terms of Use. You will not use Chat in ways that: (a) are illegal, obscene, blasphemous, defamatory, threatening, intimidating, harassing, hateful, racially, or ethnically offensive, or instigate or encourage conduct that would be illegal, or otherwise inappropriate, including promoting violent crimes; (b) involve publishing falsehoods, misrepresentations, spam, or misleading statements; (c) impersonate someone; (d) involve sending illegal or impermissible communications such as bulk messaging, auto-messaging, and the like; or (e) involve any non-personal use of Chat unless otherwise authorized by us.
13.1. Transaction related fees can be viewed at any time in the "Fees" section of the NayaPay Platform. You should print or download and keep a copy of the "Fees" section together with a copy of these Terms of Use. For clarity, the "Fees" section forms part of these Terms of Use. Fees are subject to change in terms provided under these Terms of Use.
13.2. Fees payable by you will be deducted from your NayaPay Account balance and you hereby authorise us to do the same. Transaction fees will be charged when the Transaction is executed. If your NayaPay Account balance is insufficient to cover the fees, we may refuse to execute the requested Service.
13.3. You are responsible for ensuring if any charges are imposed on your use of the Payment Services under your Relationship with a Partner Institution.
14.1. You agree to allow us to access your Device to, inter alia, check the phone numbers of other users/account holders of NayaPay in your address-book, photos, messages, location, and other information in accordance with our Privacy Policy. The processing of your data is governed by our Privacy Policy. By accepting these Terms of Use, you also agree to the terms of our Privacy Policy. You should print and keep a copy of the Privacy Policy together with these Terms of Use.
14.2. For the purposes of operating the NayaPay Platform and/or the provision of the Services, and to the extent permitted under Applicable Laws, NayaPay may procure, engage and use the services of its affiliates and third-party agents and service providers. By entering into these Terms of Use, you hereby confirm that you fully understand, acknowledge, and agree, to the fullest extent permissible under Applicable Laws, to us, our affiliates, our respective agents, sub-contractors and third party service providers, accessing, processing, and retaining any information you provide to us, for the effective operation of the NayaPay Platform, provision of the Services, and our obligations under Applicable Laws. This does not affect our respective rights and obligations under Applicable Laws regarding protection of your data. You may withdraw this consent by closing your NayaPay Account. If you withdraw consent in this way, we will cease using your data for this purpose, but may continue to process your data for other purposes where required under Applicable Laws.
15.1. We own all the intellectual property in, and relating to, the NayaPay Platform and the Services (for example, the content in our app and on our website, our logo and designs). You must not use our intellectual property as your own, except to enjoy the NayaPay Platform and the Services in accordance with these Terms of Use. You also must not reverse-engineer any part of the NayaPay Platform and the Services (that is, reproduce them after a detailed examination of their construction or composition).
15.2. For more information, please refer to our Policies dealing with intellectual property.
16.1. In no case shall we be liable to you for any losses, costs, and damages attributable to or arising out of:
16.2. Without prejudice to the foregoing, you are asked to check the Transactions history of your NayaPay Account regularly and frequently, and to file a dispute in-app and/or contact Customer Services immediately in case you have any questions or concerns.
16.3. In the case of any incorrect or misdirected payment, we shall take reasonable measures to assist you with tracing and recovering such payments.
16.4. You acknowledge that you will not be able to countermand any instruction or Transaction given or carried out through Debit Card or biometrics at the ATM of a Partner Institution once the same has been processed.
16.5. We shall not be liable for any indirect or consequential losses including but not limited to loss of profit, loss of business and loss of reputation. We shall not be liable for any losses arising from our compliance with Applicable Laws.
16.6. Our obligation under these Terms of Use is limited to providing you with the NayaPay Account and the NayaPay Platform and we do not make any statement, representation, warranty, or endorsement in relation to the quality, safety or legality of any goods or services purchased or availed through the NayaPay Platform.
16.7. NayaPay does not promote or support the use of its Services for any particular purpose, campaign, or cause and any such purpose, campaign, or cause available on the NayaPay Platform does not reflect our opinions or beliefs.
16.8. You agree to hold, defend, reimburse or compensate us and hold us and other companies in our corporate group harmless from any claim, demand, expenses or costs (including legal fees, fines or penalties) that we incur or suffer due to or arising out of your or your agents': (i) breach of these Terms of Use; (ii) breach of Applicable Laws; (iii) violation of any of the Policies; or (iv) infringement of our intellectual property rights. This provision shall survive termination of the relationship between you and us.
17.1. We may terminate your NayaPay Account and the Services associated with the NayaPay Platform by giving you two (2) months’ prior notice. You may terminate your NayaPay Account and the Services associated with the NayaPay Platform at any time. Please note that section 6 will apply to closure of your NayaPay Account.
17.2. We may: (i) terminate; (ii) temporarily suspend; and/or (iii) temporarily limit the functionality of, your NayaPay Account and the Services associated with the NayaPay Platform or part thereof, without notice, if:
18.1. The Terms of Use, Additional T&Cs and Policies are subject to change. Changes will be implemented with notification from us under the procedure set forth in this section.
18.2. We shall give notice to you of any proposed change in accordance with sections 19.1 and 19.2
18.3. The proposed change shall come into effect immediately upon delivery of the abovementioned notice.
19.1. We usually message you through in-app notifications (which will require you to ensure that your Device to be connected to the internet) and SMS. You may opt for us to message you via email. You are required to check for incoming messages regularly and frequently, in any case at least once compulsorily in a twenty-eight (28) days period. Such messages may contain links to further communication on our NayaPay Platform. Any communication sent by in-app notification will be deemed received by you on the same day if it is delivered to your in-app notification area on the NayaPay Platform. Any communication sent by SMS or email is deemed to be received as recorded on our servers or the servers of any service provider we engage for such communication services.
19.2. Where we are required to provide information to you on a durable medium, we will either send you an attachment with our message or send you a notification pointing you to information on the NayaPay Platform in a way that enables you to retain the information in print format or other format that can be retained by you permanently for future reference. We recommend you keep copies of all communications we send or make available to you.
19.3. You can access a copy of the current Terms of Use, Additional T&Cs, Policies, or any other contractual document relevant to you within the NayaPay Platform and also by contacting Customer Service.
19.4. We will never send you any messages with executable files attached or with links to any executable files. If you receive any message with such attachments, you should delete the message without clicking on the attachment. If you are unsure whether a communication is originating from us, please contact Customer Service.
19.5. As a default, you will receive in-app notifications or e-mails (if applicable) that will inform you about new Services and its features, events, promotions, special deals etc. By accepting these Terms of Use, you agree to receive such communication on a regular basis. If you do not wish to be notified of any of the aforementioned communication, you can disable the notification by changing the appropriate setting on the NayaPay Platform.
19.6. Except as otherwise provided elsewhere, any communication required from you under these Terms of Use may be routed to us through Customer Service using the following means:
20.1. Any complaints about us or the Services we provide should be addressed to us in the first instance by contacting Customer Service. You should clearly indicate that you wish to make a complaint to or file a dispute with us. This helps us to distinguish complaints and disputes from mere queries. We send you a complaint or dispute filing acknowledgement within 48 hours of receiving your complaint or dispute in accordance with our Complaints and Disputes Handling Mechanism. You may access a copy of our Complaints and Disputes Handling Mechanism at any time from the NayaPay Platform or by contacting Customer Service.
21.1. Your NayaPay Account is personal to you and you may not assign any rights under the Terms of Use to any third party.
21.2. Your NayaPay Account is operated in Pakistan and these Terms of Use shall be governed by and interpreted in accordance with the laws of Islamic Republic of Pakistan. Any dispute under these Terms of Use or otherwise in connection with your NayaPay Account shall be brought exclusively in the courts of Karachi.
21.3. If any part of these Terms of Use is found to be invalid or unenforceable under Applicable Laws then such part shall be severed from the remainder of the Terms of Use, which shall continue to be valid and enforceable to the fullest extent permitted by Applicable Laws.
Various terms in these Terms of Use have a defined meaning as follows:
Welcome to NayaPay Business. This document sets out the terms and conditions (the “Terms”) for your NayaPay Business Account (we may call this the “Account” or “NayaPay Business Account”). It also sets out other important things that you need to know. These Terms govern your access to and use of NayaPay Business services ("Services").
NayaPay is licensed by the State Bank of Pakistan (SBP) as an Electronic Money Institution (EMI).
By registering for or using the Services, you agree to be bound by these Terms. If you do not agree, do not use the Services. NayaPay reserves the right to update these Terms without prior notice. Continued use of the Services after such changes shall constitute your consent to the changes.
These Terms of Use govern the opening and closure of your NayaPay Account and use of the same and other Services available on the NayaPay Platform. Together with our Policies, and any other terms and conditions referred to in these Terms of Use, they constitute the agreement between you and us. For the use of certain Services, you may have to accept additional terms and conditions as notified to you when you are procuring or using such Services (“Additional T&Cs”). You are advised to print or download and keep a copy of these Terms of Use for future reference. You can ensure that you are reviewing the current Terms of Use on our Website.
Your NayaPay Business Account is a payment account that holds your e-money. When you add money to your Account or when we receive a payment into your Account from someone else, we place the equivalent value of e-money in your Account.
To access and utilize the NayaPay Business Services, your business must be registered and in compliance with the Securities and Exchange Commission of Pakistan. These services are designed exclusively for the business entity that has completed registration with NayaPay Business, ensuring they are tailored for legitimate business operations.
For individuals operating as sole proprietors or private partnerships without formal registration, by engaging with NayaPay Business Services, you acknowledge your personal responsibility for any liabilities arising from your business activities.
Key executives associated with your business are required to disclose their personal identification documents and undergo biometric verification as part of NayaPay's comprehensive onboarding process. This ensures a secure and transparent environment for all parties involved in utilizing NayaPay Business Services.
In order to use our Services, you must first open a NayaPay NayaPay Business Account by registering on the NayaPay Platform. As part of the registration process, we will ask you to create a NayaPay Business ID (for e.g. ab@nayapay). This ID will be used to identify you as a NayaPay user. At all times NayaPay shall hold full rights of the NayaPay ID. As and when required by NayaPay and without giving prior notice, NayaPay shall have the authority to revoke the NayaPay ID and ask you to change it. NayaPay will provide an option to you to choose an alternate NayaPay ID as part of the change procedure. As part of the registration process, you will also need to accept these Terms of Use and you must be at least eighteen (18) years of age and have legal capacity to accept the same. Please note that Additional T&Cs may apply to particular Services.
We may decline to open or maintain an account for any business at our sole discretion,without the obligation to provide a reason.
Your NayaPay Business Current PKR Account is denominated in PKR. This will remain the currency of your NayaPay Account for the duration of your agreement with us. NayaPay reserves the right to issue e money accounts in other currencies subject to SBP regulations. Your usage of such accounts will be bound by additional terms and conditions
The E-Money held in your NayaPay NayaPay Business Current PKR Account does not expire but it will not earn any interest, mark-up, or any other form of return. NayaPay reserves the right to launch savings and investment products in the future, your usage of which will be subject to additional terms and conditions.
NayaPay Account is not a bank but is an Electronic Money Institution. By accepting these Terms of Use you agree and acknowledge that the Banking Companies Ordinance, 1962 does not apply to your NayaPay Account. The E-Money held in your NayaPay Account is at all times backed by funds, which are held separate from our funds, in a trust account which is administered by a Trustee in accordance with the EMI Regulations.
The E-Money in a NayaPay Account belongs to the person or legal entity which is registered as the NayaPay Account holder. No person other than the NayaPay Account holder has any rights in relation to the E-Money held in a NayaPay Account, except as required under Applicable Laws. You may not assign or transfer your NayaPay Account to a third party or otherwise grant any third party a legal or equitable interest over it.
Any fee or other amounts payable by you to us shall be deducted/offset from the balance in your NayaPay Account. If the Account balance is insufficient, we reserve the right to invoice you for any shortfall and/or restrict the provision of any or all of the Services.
By opening a NayaPay Business Account you represent and warrant to us that your opening of a NayaPay Account does not violate any Applicable Laws as are applicable to you.
The person who opens your Account agrees that:
All information you provide during the signup process or any time, thereafter, including information required pursuant to Applicable Laws, must be accurate and truthful, and you represent and warrant to us that all information provided as part of the signup process is true and accurate. If the nature of your business, or any information provided during the Account opening process, changes, you must notify us immediately. We may also need to ask you for more information after your Account is opened to be able to continue providing services to you.
Each sole trader or company is limited to having one Account. You can't open more than one Account under these Terms, or open a new Account if we've previously closed one that you held. If you’re a company and we’ve closed your Account but you wish to open a new Account in a different capacity, you may be able to do so, as long as you meet our eligibility criteria.
The following activities are prohibited business activities:
Account Creation: You must provide accurate and complete information during the account creation process. NayaPay reserves the right to refuse service, terminate accounts, or cancel orders at its sole discretion.
Account Security: You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer or device. You agree to accept responsibility for all activities that occur under your account or password.
Authorized Users: You may designate authorized users who can access and use the Services on behalf of your business. You are responsible for their actions and compliance with these Terms.
Account Maintenance: You must ensure that the information recorded on your Account is always accurate and up to date. We may ask you at any time to confirm the accuracy of your information or to provide documents or other evidence.
You may only link bank accounts for pulling and loading funds to your NayaPay Business Account if you are the named holder or user of that linked bank account. The linked bank accounts must be in the name of the registered business or the name of the owner of the sole proprietorship.
Any use of the Payment Services is displayed in your Transactions on the NayaPay Platform. Each Transaction is given a unique Transaction ID and shown in the Transaction history. We will not alter or amend information displayed in your Transaction history. You should quote the relevant Transaction ID when communicating with us about a particular Transaction. You should check your NayaPay Business Account balance and Transaction history regularly. You should report any irregularities or clarify any questions you have as soon as possible by contacting Customer Support.
You must notify us without undue delay after becoming aware of any unauthorised or incorrect Transaction and in any event no later than three (3) months after the date of such Transaction.
You can load E-Money to your NayaPay Account through the Load Methods specified on the NayaPay Platform. Load Methods may include services provided by third parties. We do not guarantee the availability of any particular Load Method and may make changes to or discontinue the acceptance of any particular Load Method at our sole discretion and/or in compliance with Applicable Laws.
E-Money will be credited to your NayaPay Account after the corresponding PKR have been received by us or on behalf of us by the relevant Partner Institution.
You have the flexibility to withdraw E-Money from your NayaPay Account at any given time depending on applicable limits, utilizing the withdrawal methods outlined on the NayaPay Platform. However, we cannot guarantee the continuous availability of all withdrawal methods. We reserve the right to modify or cease offering a particular withdrawal method without prior notice, at our discretion.
Should you withdraw cash using your Debit Card or biometrics at an ATM of a Partner Institution and your NayaPay Account is not charged, NayaPay has the authority to deduct the corresponding amount along with any applicable fees from your account. This action is permissible without the need for further notification or approval from you. The fees applied will align with the Partner Institution's current Schedule of Charges. In instances where your NayaPay Account lacks sufficient funds to cover the withdrawal and associated charges, NayaPay is entitled to compensate the shortfall by accessing any credit balances, instrument proceeds, or other items belonging to you within NayaPay's possession, or alternatively, to seek reimbursement directly from you.
NayaPay reserves the right to implement additional scrutiny measures for cash transactions to enhance fraud prevention and ensure customer safety. Should you opt to increase limits, you acknowledge and accept full responsibility for any associated risks, including the potential for fraudsters to withdraw funds from your account. It is imperative that you adhere to all terms and conditions outlined in this contract, particularly concerning the safeguarding of your MPIN and other credentials to mitigate the risk of unauthorized access to your account.
Limits: Your NayaPay Account comes with specific limits on loading funds, making payments, and withdrawing money. These limits are flexible and may change based on several factors, including your level of verification, the requirements of applicable laws, and other considerations determined by us. To stay informed about your current limits, you can easily check them at any time by viewing your profile on the NayaPay Platform. It's important to be aware of these limits before adding funds to your account or using any payment services to ensure that your transactions comply with these established boundaries.
This Agreement is binding on you, but you can authorise different categories of people to carry out activities on your behalf (“Authorised Persons”). All Authorised Persons must be over 18. The categories of Authorised Persons are:
We will treat all instructions from Authorised Persons acting within the limits of their authority as if you had given the instructions yourself.
It is the responsibility of the Super Admin(s) to withdraw the authority from, or impose limits on, any Authorised Person (for example, if they are no longer employed by you). If you need to change or remove a Super Admin, you may be able to do so by contacting Support.
Your Account must not be used (directly or indirectly) for the following:
NayaPay Business reserves the right to charge fees for certain services. All applicable fees will be communicated to you and will be due and payable as set forth in the service agreement or as outlined in the Schedule of Charges. Failure to pay any fees may result in the suspension or termination of Services.
Fees associated with transactions on the NayaPay Platform are detailed in our Schedule of Charges, accessible anytime under the "Fees" section. This section, an integral part of these Terms of Use, offers a comprehensive overview of the costs you might incur while using our services. We encourage you to review and keep a copy of this information for your records.
NayaPay is committed to transparency and reserves the right to adjust or introduce new fees as necessary, in line with these Terms of Use. Any changes to our fees will be communicated clearly to you, as we believe in maintaining open lines of communication with our customers.
Fees due for any transaction will be automatically deducted from your Account balance. Should your account lack sufficient funds to cover these fees at the time of a transaction, we may be unable to proceed with the service requested.
Additionally, it's important to be aware of any charges that may be applied by Partner Institutions in relation to the Payment Services you use. Understanding these potential charges is crucial, and we're here to help clarify any questions you may have. For detailed explanations or inquiries about any fees, please don't hesitate to contact our customer service helpline.
All intellectual property rights in the Services, including software, documentation, and content provided by NayaPay, are owned by NayaPay or its licensors. You are granted a non-exclusive, non-transferable license to use the Services for your business purposes in accordance with these Terms.
NayaPay holds exclusive ownership of all intellectual property rights associated with the NayaPay Platform and its Services, encompassing elements like the content available through our app and website, our distinctive logo, and our unique designs. Your use of our intellectual property is strictly limited to accessing and enjoying the services provided by the NayaPay Platform, strictly in line with these Terms of Use. Any attempt to reverse-engineer any aspect of the NayaPay Platform or Services — meaning, attempting to recreate them based on a detailed analysis of their structure or content — is strictly prohibited.
For further details or clarifications regarding how we handle intellectual property, please consult our dedicated Policies on intellectual property rights. These policies are designed to provide comprehensive guidance on the permissible use of our intellectual assets and the protections in place to safeguard them.
Your privacy is important to us. The collection, use, and disclosure of your business and personal information are governed by our Privacy Policy, which is incorporated by reference into these Terms.
The NayaPay Business Platform uses built-in features to help protect the security of your Account. As part of the registration process, you will be required to set your NayaPay Password and PIN.
You must take all reasonable steps to keep your: (i) NayaPay Business Password and PIN secure at all times and never disclose them to anyone; and (ii) Debit Card safe and within your possession. Our personnel will never ask you to provide your NayaPay Business Password and/or PIN to us or to a third party. Any message you receive or website you visit that asks for your NayaPay Password and/or PIN, other than the NayaPay Platform should be reported to us. It is advisable to change your NayaPay Business Password and PIN regularly (at least every three (3) to six (6) months) in order to reduce the risk of a security breach in relation to your NayaPay NayaPay Business Account. We also advise you not to choose a NayaPay Password or PIN that is easily guessed from information someone might know or gather about you, or a NayaPay Password or PIN that has a meaning. You must never allow anyone to: (i) access your NayaPay Account or watch you accessing your NayaPay Account; and (ii) take possession of your Debit Card. You must comply with the security procedures we tell you about from time to time.
If you have any indication or suspicion of your Account, Debit Card, login details, NayaPay Business Password, PIN, or other security feature being lost, stolen, misappropriated, used without authorisation or otherwise compromised, you are advised to change your NayaPay Password and PIN. You must contact Customer Service without undue delay on becoming aware of any loss, theft, misappropriation or unauthorised use of your NayaPay Business Account, Debit Card, login details, NayaPay Business Password, PIN or other security features. Any undue delay in notifying us will affect the security of your NayaPay Account.
If we think your NayaPay Business Account is at risk of fraud or a security threat, we will use our best efforts to contact you through the fastest and most secure means using the details you have provided to tell you what you need to do to help deal with that risk.
You must take all reasonable care to ensure that your e-mail account(s), mobile number, and Devices are secure and only accessed by you, as the same may be used to compromise the security of your NayaPay Account. In case any of the aforementioned means of communication are compromised, you should, without undue delay after becoming aware of this, contact Customer Service.
Certain Services you use on the NayaPay Business Platform may have additional security requirements and you must familiarise yourself with those as notified to you.
By using the NayaPay platform, you consent to us accessing information on your device, including but not limited to, contact numbers of other NayaPay users in your address book, photos, messages, location data, and more, in line with our Privacy Policy. This data processing is essential for the smooth functioning of our services and is fully detailed in our Privacy Policy, which forms part of these Terms of Use. We do not sell your data to third parties. We only access device information necessary to provide the Services, such as contact syncing or location-based fraud detection, and always in accordance with our Privacy Policy. We encourage users to review the Privacy Policy to understand how data is collected, processed, and safeguarded under SBP guidelines and applicable laws.
Furthermore, to facilitate the operations of the NayaPay Platform and the delivery of our Services, NayaPay may utilize the expertise of its affiliates as well as third-party agents and service providers, as allowed by applicable laws. By agreeing to these Terms of Use, you are acknowledging and consenting to the access, processing, and retention of your information by us, our affiliates, and our third-party partners for the purpose of operating the NayaPay Platform and providing Services, all within the bounds of applicable laws. This arrangement is designed to not infringe upon the data protection rights and obligations defined by those laws.
Should you choose to withdraw this consent, you may do so by closing your NayaPay Account. Upon withdrawal of consent, we will discontinue using your information for the specified purposes, although we may still process your data as necessary under applicable laws for other purposes.
You agree to use the Services in compliance with all applicable laws and regulations, including but not limited to financial services regulations, anti-money laundering (AML) and counter-terrorism financing (CTF) requirements.
Prohibited Transactions:
The utilization of NayaPay Business Payment Services is strictly prohibited for transactions involving illegal or unethical products and activities. This includes, but is not limited to, the sale or distribution of drugs and associated paraphernalia, all forms of weapons, unauthorized cable TV descramblers, obscene or pornographic materials, content that promotes violence, hate, or racism, counterfeit items, unlicensed gambling operations, unregistered charities, and any products or services that facilitate illegal actions. Additionally, the sale of prepaid debit cards not tied to a specific vendor, involvement in pyramid schemes, unauthorized multi-level marketing, or any schemes promising quick financial gains, products infringing on intellectual property rights, and unregulated gaming activities are forbidden. We reserve the right to expand this list of prohibited activities at our discretion and will notify you of such changes in line with these Terms of Use.
Using your NayaPay Account for illegal purposes, including fraud and money laundering, is strictly forbidden. We may request proof of the origins of funds added to your account and will report suspicious activities to law enforcement as mandated by law.
The responsibility to ensure that your use of the Payment Services abides by all applicable laws rests solely with you. The acceptance of payment through our services does not imply the legality of the sale, provision of goods and services, or the underlying transaction. If you are unsure about the legality of a transaction, it is advisable not to proceed with the payment.
We partner with reputable institutions like Visa to offer business debit cards and may collaborate with other product providers in the future. It's important to note that NayaPay is not responsible for any issues that arise from the actions of these partner institutions. We encourage you to familiarize yourself with the usage terms and conditions of these partners to fully understand the scope of our services.
Our Payment Services are facilitated by Partner Institutions, some of which are regulated entities, to ensure a broad range of financial solutions. When you engage with these institutions, whether by linking an account or using their methods for loading or withdrawing funds, you're entering into a direct agreement with them. Examples of partner institutions, besides Visa, may include MasterCard for additional card services, and local banks like HBL or UBL for account management and transaction services.
It's crucial for you to review and understand the terms, conditions, and any associated fees of these partnerships, as they can affect your Payment Services experience. This includes any specific features, limitations, or charges that could impact your transactions. Adding a Linked Account to the NayaPay Platform is a straightforward process, guided by our Account Linking procedure, designed to integrate seamlessly with your financial management on the NayaPay Platform.
Please ensure you are well-informed about these relationships to optimize your use of the Payment Services we offer.
NayaPay Business shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses, resulting from your access to or use of or inability to access or use the Services.
You agree to indemnify and hold harmless NayaPay Business, its officers, directors, employees, and agents from any claims, damages, liabilities, costs, and fees (including reasonable attorneys' fees) arising from your use of the Services or violation of these Terms.
NayaPay is committed to ensuring the security and proper use of your account. As part of this commitment, we outline specific scenarios where we cannot be held liable for losses, damages, or costs arising from certain actions or failures on your part:
To manage these risks effectively:
Finally, while we provide the platform and account services, we do not endorse or guarantee the quality of any third-party goods or services available through NayaPay. Your agreement to these Terms includes an obligation to indemnify us against losses arising from breaches of these Terms, applicable laws, or infringement of intellectual property rights.
This framework is designed to protect both you and NayaPay, ensuring a secure and reliable experience while using our platform and services.
NayaPay Business may terminate your access to all or any part of the Services at any time, with or without cause, with or without notice, effective immediately.
You may close your NayaPay Account at any time by contacting Customer Service. If your NayaPay Account holds a balance at the time of its closure, we will ask you to withdraw your funds within a reasonable period of time, during which your NayaPay Account will be accessible for the purpose of withdrawing the remaining balance only. After the expiry of this period you will not be able to access your NayaPay Account, but you may withdraw any remaining funds by contacting Customer Service and requesting that the funds are sent to you in accordance with the relevant procedure.
In the event that you decide to discontinue use of a Debit Card, please block the Debit Card. Notwithstanding this, the Debit Card issued to you shall remain at all times, the sole property of NayaPay and shall be surrendered on demand to NayaPay as per our request. NayaPay, at its sole discretion, reserves the right, at any time, to cancel or withdraw the Debit Card or refuse to reissue, renew or replace the same under intimation to you.
In the event of your death, Transactions shall continue to be debited to your NayaPay Account till such time that NayaPay is informed in writing about your death. Upon receiving such notice, NayaPay will block any fresh Transactions carried out from the date of receipt of the notice. All Transactions authorised through your Password, PIN, and other security credentials, before receipt of notice of your death, shall be debited to your NayaPay Account accordingly. Subject to exercise of any remedy available to NayaPay, in its sole discretion, in the event of your death, custody of the funds present in your E-Money Account shall only be handed to your successors-in-interest upon receipt of a succession certificate issued in accordance with Applicable Laws.
You may access your Transaction history for a period of six (6) months after the closure of your NayaPay Account by contacting Customer Service and requesting the information. Your obligations with regards to keeping your NayaPay Account safe as set forth in section 5 shall continue to apply.
We reserve the right to carry out any necessary money laundering, terrorism financing, fraud or other illegal activity checks before authorising any withdrawal of your funds, including in relation to returning any funds to you after you have closed your NayaPay Account.
NayaPay reserves the right to terminate or suspend your account and its associated services with two months’ prior notice for any reason. Similarly, you have the freedom to terminate your account and its services whenever you choose, subject to the conditions outlined in section 6 regarding account closure.
Additionally, NayaPay may, without prior notice, terminate, suspend, or limit the functionality of your account and services under certain conditions, including but not limited to:
These measures are taken to ensure the integrity and security of the NayaPay Platform and its users, adhering to regulatory requirements and protecting against misuse.
These Terms shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan, without regard to its conflict of law provisions.
Any disputes arising out of or related to these Terms or the Services shall be resolved through binding arbitration in accordance with the arbitration rules of the jurisdiction in which NayaPay is registered.
Should you have any concerns or grievances regarding our services, we encourage you to reach out to our Customer Service team as your first point of contact. When doing so, please ensure to clearly indicate that you are lodging a complaint or initiating a dispute. This helps us distinguish between general queries and issues requiring formal resolution. Upon receipt of your complaint or dispute, we will promptly acknowledge it within 48 hours, in adherence to our designated Complaints and Disputes Handling Mechanism. You can readily access a copy of this mechanism at any time through the NayaPay Platform or by contacting our Customer Service department
Communication is vital for ensuring you stay informed about updates, promotions, and important notifications regarding your NayaPay account. Here's how we facilitate communication and ensure you receive timely information:
Notification Channels: We primarily communicate with you through email notifications and on-platform notifications. It's essential to check for messages regularly, at least once every twenty-eight (28) days, to stay updated. Messages may include links to additional information on our platform, and they are considered received on the same day if delivered.
Durable Medium: When required to provide information on a durable medium, we will either attach a document to our message or direct you to the relevant information on the NayaPay Platform. This ensures you can retain the information for future reference in a format of your choice. We recommend keeping copies of all communications for your records.
Accessing Documents: You can easily access the current versions of the Terms of Use, Additional T&Cs, Policies, and other relevant contractual documents on our website.
Security Measures: We never send messages with executable file attachments or links to such files. If you receive any such message, please delete it immediately without clicking on any attachments. If you're unsure about the origin of a communication, contact our Customer Service team for verification.
Notification Preferences: By default, you'll receive on-platform notifications or emails (if applicable) about new services, features, events, promotions, and special deals. You can manage your notification preferences by adjusting settings on the NayaPay Platform according to your preferences.
Communication with Customer Service: If you need to communicate with us for any reason, you can reach out to our Customer Service team via email, phone, contact form on our website, or directly through the NayaPay Platform. We're here to assist you promptly and effectively.
Ensuring clear and consistent communication helps us serve you better and keeps you informed about important developments related to your NayaPay account. If you have any questions or concerns, please don't hesitate to reach out to us.
Entire Agreement: These Terms constitute the entire agreement between you and NayaPay regarding the Services and supersede all prior agreements and understandings.
No Waiver: The failure of NayaPay to enforce any right or provision of these Terms will not be considered a waiver of those rights.
Changes: The Terms of Use, along with any Additional Terms and Conditions (T&Cs) and Policies governing the use of our services, are dynamic and may be updated to reflect changes in our operations, legal requirements, or user feedback. To ensure transparency and compliance, any modifications to these documents will be communicated to you following a predefined notification process outlined below:
Notification of Changes: We will provide you with notice of any intended changes to the Terms of Use, Additional T&Cs, or Policies. This notification will be issued in accordance with the communication procedures specified in subsequent sections, ensuring you are informed and prepared for any adjustments in how our services may be accessed or utilized.
Notice Delivery: The method and timing of delivering this notice will adhere to the standards set forth in the detailed notification procedure. Our aim is to provide you with ample time to review and understand the implications of any changes on your use of our services.
Effective Date: Changes to the Terms of Use, Additional T&Cs, or Policies will take effect immediately upon the delivery of the notice, unless otherwise specified. We encourage users to regularly review their communication from us and consult the updated documents as necessary to stay informed about their rights and obligations.
By continuing to use our services following the implementation of such changes, you agree to be bound by the revised terms. It's important to review any changes carefully and consider how they might affect your use of our services. If you have any questions or need further clarification regarding the changes, you are encouraged to contact our customer support for assistance.
NayaPay is licensed by the SBP as an Electronic Money Institution under the EMI Regulations.
These Chat Terms and Conditions (Chat T&Cs) govern the Chat Service provided by NayaPay, in conjunction with NayaPay Terms of Use (hereinafter referred to as “Terms”) and Policies, as updated from time to time. In the event of any inconsistency between the Terms and these Chat T&Cs, the latter will prevail.
Any and all capitalized terms mentioned herein shall have the same meaning as ascribed to them in the Terms.
4.1 As mentioned in our Terms, you should print and keep a copy of the Terms together with these Chat T&Cs.
4.2 You should use Chat only for purposes permitted under the Terms, these Chat T&Cs and Applicable Laws. Any breach of said Terms, Chat T&Cs and Applicable Laws, may, without prejudice to any other remedies or actions that NayaPay may (in its sole discretion) exercise or take in accordance with the Terms, result in the immediate suspension or termination of Chat Service and may also be reported to law enforcement agencies or any regulatory authority, depending on the severity of such breach.
4.3 You agree will not use (or assist others in using) Chat Service in ways that:
4.4 We reserve the right (with or without notice) to remove, suspend, or disable access to any and all content that is shared or disseminated using our Chat Service if:
4.5 You can report potentially violating content posted or shared by any particular User or being shared in any particular group Chats, to us in accordance with section 19.6 of the Terms for necessary action.
5.1 You are responsible for keeping your device and your NayaPay Account safe and secure, and you must notify us promptly of any unauthorized use or security breach of your NayaPay Account or our Chat Service.
5.2 Our Chat Service may allow you to access, use, or interact with third-party websites, apps, content, and other products and services. For example, you may choose to use third-party data backup services (such as iCloud or Google Drive) or interact with a share button on a third party’s website / application that enables you to send information to your NayaPay contacts. Please note that when you use third-party services, their own terms and policies will govern your use of those services.
6.1 Our Chat Service may be interrupted, including for maintenance, repairs, upgrades, or network or equipment failures. We may discontinue some or all of our Chat Service, including certain features and the support for certain devices and platforms, at any time. Events beyond our control may affect our Chat Service, such as events in nature and other force majeure events
6.2 We may modify, suspend, or terminate your access to or use of our Chat Service anytime for any reason, such as if you violate (in letter or spirit) our Terms or create harm, risk, or possible legal exposure for us, our users, or others.
6.3 There are important differences between NayaPay Chat Service and your mobile/fixed-line telephone and SMS services. Our Chat Service does not provide access to emergency services or emergency services providers, including the police, fire departments, or hospitals, or otherwise connect to public safety answering points. You should ensure you can contact your relevant emergency services providers through a mobile, fixed-line telephone, or other service.
7.1. The Chat T&Cs are subject to change. Changes will be implemented with notification from us under the procedure, and come into effect, in accordance with section 18 of the Terms.
You can either call NayaPay customer services helpline (111-222-729) to lodge a complaint/dispute or can file a dispute through the in-app dispute center.
A dispute can be lodged against any transaction through the NayaPay app or the NayaPay helpline (please refer User T&Cs for definition of ‘Transaction’), whereas complaint can be filed against any issue you are facing while accessing our Services through the NayaPay helpline.
| S.No. | Type of Complaint | Brief Description of the complaint | Standard Turnaround time |
|---|---|---|---|
| 1 | Unable to link a bank account | If you are facing any issue when trying to link a partner bank’s account | 10 business days |
| 2 | Not receiving OTP for linked account services | If you are not receiving the OTP sent by the partner bank for account linking or while making a transaction using its linked account | |
| 3 | Unable to delink a bank account | If you are facing issues to delink your linked bank account from NayaPay app | |
| 4 | Debit card not received | Debit card is not received within the TAT on registered address | |
| 5 | Any other complaint | Please call our customer support |
| S.No. | Type of disputes | Brief Description of the dispute | Standard Turnaround time |
|---|---|---|---|
| 1 | Multiple Charge | In case you have been charged multiple times against a single transaction performed by you. | 10 business days (Card related disputes: 60 business days) |
| 2 | Unrecognized transaction | In case your account has been debited for a transaction which you have not performed | 10 business days (Card related disputes: 60 business days) |
| 3 | Recipient did not receive money | In case you performed a transaction and intended recipient did not receive the money while your account has been debited for the same. | 10 business days (Card related disputes: 60 business days) |
| 4 | Service not received against a payment | In case you didn’t receive the service for which you initiated a request through NayaPay, and your account has been debited for the same. | 10 business days (Card related disputes: 60 business days) |
| 5 | Wallet load through linked bank account failed | In case money was debited from your linked bank account but is not credited into your NayaPay wallet. | 10 business days |
| 6 | Withdrawal to linked bank account failed | In case money was debited from your wallet/e-money account but is not credited into your linked bank account | 10 business days |
| 7 | Wallet load through cash deposit failed | In case you deposited the cash at bank branch but the same has not been credited into your wallet | 10 business days |
| 8 | Loading through agents | In case you deposited the cash at authorized agent but the same has not been credited into your wallet | 10 business days |
| 9 | Cash not dispensed | In case of cash withdrawal at any ATM, cash is not dispensed but your wallet is debited. | 10 business days (Card related disputes: 60 business days) |
| 10 | Card related disputes |
In case of any possible disputes for transactions performed using your NayaPay debit card:
|
60 business days |
| 11 | Any other dispute | Please write a brief description of issue you are facing | 10 business days |
Note: Saturdays, Sundays and Public Holidays will not be considered as Business Days.
Unless specified otherwise, capitalized terms shall have the meaning ascribed to such terms in the Terms of Use (defined below).
Chat Service means the chat functionality of the NayaPay Platform which allows you to communicate with other users/account holders of the NayaPay Platform;
Customer means a consumer who opens and maintains a NayaPay Account and is registered on the NayaPay Platform;
Merchants means the person who is in the business of providing goods and/or services to consumers and who has accepted NayaPay Merchant T&C’s for receiving payments from Customers utilizing the NayaPay Platform;
NayaPay Platform means the electronic platform, whether accessed through a mobile application, handheld devices, portals, payment gateways or websites, or other means, developed and operated by NayaPay to open NayaPay Accounts and provide Services, and shall, for the purposes of this Privacy Policy, include the NayaPay Merchant Portal;
Personal Data personal information that can be associated with an identified or identifiable person. “Personal Data” can include name, postal address (including billing and shipping addresses), telephone number, email address, payment card number, other financial account information, biometric data, account number, date of birth, and government-issued credentials (e.g., driver’s license number, CNIC Number, , passport, and Taxpayer IDs). Personal Data does not include information that does not identify a specific individual;
Privacy Policy means this NayaPay Privacy Policy as amended from time to time;
Terms of Use means the terms and conditions applicable to Users and which may be accessed at here;
User refers to Customers and Merchants collectively.
The purpose of this Privacy Policy is to explain how we may collect, retain, process, share and transfer your Personal Data when you use our Services. This Privacy Policy applies to your Personal Data when you use our Services and does not apply to online websites or services that we do not own or control, including websites or services of Merchants.
This Privacy Policy is designed to help you understand our privacy practices in relation to the collection, use, processing, and, disclosure of your Personal Data and to help you understand your privacy choices when you use our Services.
Please contact us if you have questions about our Privacy Policy.
Our contact information is as follows:
| Email address: | legal@nayapay.com |
| Telephone number: |
+9221-111-222-729 +1-650-468-2078 |
| Address: |
NayaPay (Private) Limited Head Office – 10th Floor, Lakson Square Building 3 Sarwar Shaheed Road, Karachi – 74200, Pakistan Attention: Legal Department |
NayaPay is licensed as an Electronic Money Institution by the SBP and is bound by its confidentiality obligations under Applicable Laws including, but not limited to the EMI Regulations, Payment Systems and Electronic Fund Transfers Act, 2007, and Protection of Electronic Crimes Act, 2016.
This Privacy Policy shall apply to all departments of the Company and employees of such departments who have access to Personal Data of the Users.
Respect for your privacy is coded into our DNA. Since inception, we have aspired to build our Services with a set of strong privacy principles in mind.
NayaPay provides digital payment services, messaging, and other services to the Customers across Pakistan. Our, inter alia, Privacy Policy helps explain our information (including messages, transaction histories etc.) practices. For example, we talk about what information we collect and how this affects you. We also explain the steps we take to protect your privacy – like building NayaPay so that messages that have been delivered through our Chat Service are not stored, and giving you control over who you communicate with on our Services.
When we say “our,” “we,” or “us,” we refer to NayaPay. This Privacy Policy (“Privacy Policy”) applies to all of our Services, unless specified otherwise.
Please also read NayaPay’s Terms of Use, which describe the terms under which you use our Services.
NayaPay receives or collects information when we operate and provide our Services, including when you install, access, or use our Services. The information may have been provided by you or automatically collected by us, subject to your acceptance of our Terms of Use. The information consists of information you provide and/or information we collect and includes, but is not limited to, the following:
Your Account information – When you register to use our Services by creating a Chat profile and establishing a NayaPay Account, we will collect Personal Data as necessary to offer and fulfill the Services you request.
That information would include all necessary details required for the purpose of activating Chat profile and Payment Services, as required by the relevant regulations to perform customer due diligence, which would include the name, phone number, address, national identification documents, etc.
We may require you to provide us with additional Personal Data as you continue to use our Services.
Transaction and experience information – When you use our Payment Services, whether to send money to friends and family, to receive money, to make purchases from Merchants, or to process payments, we collect and save information about the Transaction, as well as other information associated with the Transaction such as amount sent or requested, amount paid for products or services, Merchant information, including information about source of funds used to complete the Transaction, device information, technical usage data, and geolocation and / or other relevant information.
Participant information – When you use our Services, we collect and save Personal Data you provide to us about the other participants associated with the Transaction or Chat.
Information about your contacts – It may be easier for us to help you interact with your friends and contacts if you choose to sync or upload your contact list information to your NayaPay Account. If you choose to do so, we will collect and use the names, telephone numbers, addresses and email addresses in your contact list information, including those of users of our Services and your other contacts, on a continued basis to improve your experience when you use the Services. This information is used to identify which of your contacts in your device’s phone book are also NayaPay users and add them to your NayaPay contact book so you can chat and transact with them easily. We will also update your NayaPay contacts when your contacts who are not yet using NayaPay sign up later. You can control the contact sync feature from your app as well as device-based settings. Learn more about our contact syncing feature here.
Information that you choose to provide us to obtain additional Services or specific online Services – If you request or participate in an optional site feature, or request enhanced Services or other elective functionality, we may collect additional information from you. We will update this Privacy Policy from time to time to cover information required to obtain additional Services or specific online Services as and when such Services are offered on the NayaPay Platform.
Information about you from third-party sources – We obtain information from third-party sources such as NADRA, Merchants, and credit and other related data bureaus, where permitted by Applicable Laws.
Other information we collect related to your use of our Sites or Services – We may collect additional information from or about you when you communicate with us, contact our customer support teams or respond to a survey.
We retain Personal Data to fulfill our obligations under Applicable Laws and for our business purposes. We may retain Personal Data for longer periods than required by Applicable Law if it is in our legitimate business interests and not prohibited by Applicable Law. If your NayaPay Account is closed, we may take steps to mask Personal Data and other information, but we reserve our ability to retain and access the data for so long as required to comply with Applicable Law. We will continue to use and disclose such Personal Data in accordance with this Privacy Policy.
We may process your information for the following reasons:
We may share your Personal Data or other information about you with others in a variety of ways as described in this section of the Privacy Policy for the purposes of and in connection with the use of the NayaPay Platform, NayaPay products and Services and general business purposes. Your Personal Data or other information will, at all times, be shared on a confidential basis and its usage will be restricted for the purposes for which it is shared or disclosed as provided in this Privacy Policy. We may share your Personal Data or other information for the following reasons:
With other members of the NayaPay corporate family: We may share your Personal Data with members of the NayaPay family of entities to, among other things, provide the NayaPay products or Services you have requested or authorized, or to provide products and services that are a part of our common or their individual public offering; to manage risk; to help detect and prevent potentially illegal and fraudulent acts and other violations of our policies and agreements; and to help us manage the availability and connectivity of NayaPay products, Services, and communications.
With other service providers/agents: We may share Personal Data with service providers and/or agents that provide us support and facilitate us in providing the Services or otherwise perform services and functions at our direction and on our behalf. These service providers may carry out functions in relation to the Services, for example, verify your identity, assist in processing transactions, data analytics and other monitoring and analyzing of data for improving the Services’ performance and functionality, send you advertisements for our products and Services, or provide customer support.
With other financial institutions: We may share Personal Data with other financial institutions that we have partnered with to jointly create and offer products / Services. These financial institutions may only use this information to develop, market and offer NayaPay-related products and Services. We may also share Personal Data to process transactions, provide you with benefits associated with your eligible cards, and keep your financial information up to date.
With the other parties to Transactions when you use the Services, such as other Users, Merchants, and their service providers: We may share Personal Data and other information about you and your NayaPay Account with the other parties involved in processing your Transactions. This includes other Users, Merchants and service providers you are sending funds to or receiving funds from, when you use the Services to pay for goods or services. The information includes:
With other third parties for our business purposes or as permitted or required by Applicable Law: We may share your Personal Data or other information about you with other parties for NayaPay’s legitimate business purposes or as permitted or required by Applicable Law, including:
Otherwise With your consent: We do not share your Personal Data with third parties for purposes unrelated to the Services without your consent.
In addition, NayaPay may provide aggregated statistical data to third parties, including other businesses and members of the public, about how, when, and why Users visit our NayaPay Platform and use our Services. This data will not personally identify you or provide information about your use of the NayaPay Platform or Services. We do not share your Personal Data with third parties for purposes unrelated to the Services without your consent.
When you access NayaPay Platform or use our Services, we may use cookies and other tracking technologies (collectively, “Cookies”) collected from you to recognize you as a User and to customize your online experiences, the Services you use, and other online content and advertising; measure the effectiveness of promotions and perform analytics; and to mitigate risk, prevent potential fraud, and promote trust and safety across our Services. Certain aspects and features of our Services are only available through the use of Cookies, so if you choose to disable or decline Cookies, your use of the Services may be limited or not possible.
Do Not Track (DNT) is an optional browser setting that allows you to express your preferences regarding tracking by advertisers and other third parties. We do not respond to DNT signals.
You have choices when it comes to the privacy practices and communications described in this Privacy Policy. Many of your choices may be explained at the time you sign up for or use a Service or in the context of your use of the NayaPay Platform. You may be provided with instructions and prompts within the experiences as you navigate the Services.
We maintain technical, physical, and administrative security measures designed to provide reasonable protection for your Personal Data against loss, misuse, unauthorized access, disclosure, and alteration. The security measures include firewalls, data encryption, physical access controls to our data centers, and information access authorization controls. While we are dedicated to securing our systems and Services, you are, as per the Terms of Use, responsible for securing and maintaining the privacy of your password(s), MPIN and NayaPay Account/profile registration information and verifying that the Personal Data we maintain about you is accurate and current. We are not responsible for protecting any Personal Data that we share with a Partner Bank based on Partner Bank Account Linking that you have authorized.
Changes to This Privacy Statement.
We may revise this Privacy Policy from time to time to reflect changes to our business, or Services, or Applicable Laws. Such revisions will be notified to the Users through the NayaPay Platform. The revised Privacy Statement will be effective as of the published effective date. Continuing use of NayaPay’s Services shall be deemed as acceptance of the revised Privacy Policy by the Users. We also may notify Users of the change using email or other means.
Disclaimer: NayaPay is the sole owner of the domain @nayapay.com and is exclusively responsible for any activities, content, or transactions associated with this domain. NayaPay does not accept any responsibility for actions, content, or activities related to any other domains, including domains with similar names or any third-party websites. All responsibility for actions outside of the @nayapay.com domain rests with the respective parties involved.
