This Services Agreement ("Agreement") constitutes a legal contract between Waffo Hong Kong Limited ("Waffo", "we", "us" or "our"), a company incorporated in Hong Kong, and you, the user ("you" or "your"), governing your access to and use of our services. By accessing or using our services, you agree to comply with and be bound by the terms outlined in this Agreement.
"Services": The payment processing and related services provided by Waffo.
"User": Any individual or entity utilizing the Services.
"Account": The account created with Waffo to access the Services.
To use our Services, you must be a business entity or non-profit organization operating in Hong Kong. Your representative must have the authority to bind you to this Agreement. If you are a sole proprietor, you affirm that you are personally responsible for your use of the Services and obligations to customers.
You must provide accurate and complete information during registration and keep your Account information updated. You are responsible for maintaining the confidentiality of your Account credentials and for all activities that occur under your Account.
Waffo will provide payment processing and related services as described on our website. We may add, remove, or modify Services at any time, with notice to you when required.
You agree to pay all applicable fees for the Services as outlined in your Account settings or as otherwise communicated to you. Fees are subject to change with prior notice. All payments are due upon receipt of the invoice unless otherwise specified.
You agree to comply with all applicable laws and regulations in connection with your use of the Services. You must not use the Services for any fraudulent or illegal activities. Waffo reserves the right to suspend or terminate your access to the Services for violations of this Agreement or applicable laws.
Waffo is committed to protecting your data. Our Privacy Policy, available on our website, explains how we collect, use, and protect your information. By using the Services, you consent to the data practices described in the Privacy Policy.
All intellectual property rights in the Services are owned by Waffo or its licensors. You are granted a limited, non-exclusive, non-transferable license to use the Services in accordance with this Agreement.
To the maximum extent permitted by law, Waffo shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from your use of the Services.
You agree to indemnify and hold harmless Waffo from any claims, damages, or liabilities arising from your use of the Services or your violation of this Agreement.
This Agreement is effective upon your acceptance and continues until terminated by either party. You may terminate this Agreement by closing your Account. Waffo may terminate or suspend your access to the Services at any time, with or without cause, and with or without notice.
This Agreement and any disputes arising from it shall be governed by and construed in accordance with the laws of Hong Kong, without regard to its conflict of law provisions.
Waffo reserves the right to modify or terminate this Agreement at any time, with or without notice. Any changes will be effective upon posting the modified Agreement on our website.
Note: This draft is for informational purposes only and does not constitute legal advice. It is recommended to consult with legal counsel to ensure compliance with applicable laws and regulations.
This Dispute Resolution Policy has been formulated to provide customers and merchants with a structured and transparent process to address and resolve grievances, concerns, and queries effectively and efficiently. The Operations Team of Waffo Hong Kong Limited (”Waffo", or the "Company") will oversee the implementation of this policy to ensure compliance and maintain operational excellence.
The policy aims to:
Merchants can lodge complaints using the following channels:
| Mode | Contact Details | Availability |
|---|---|---|
| merchant-support@waffo.com | 24x7 |
Customers can use the following channels to raise their concerns:
| Mode | Contact Details | Availability |
|---|---|---|
| support@waffo.com | 24x7 |
Waffo commits to resolving complaints within the timelines outlined below:
| Complaint Type | Resolution Timeline |
|---|---|
| Technical issues | 2 working days |
| Transaction related issues | 2 working days |
| Operational | 3 working days |
| Terms of service | 5 working days |
| Refunds | 3 working days |
| Others | 5-10 working days |
The policy outlines the following timelines for complaint acknowledgment and resolution:
| Authority Level | Turnaround Time | Acknowledgment |
|---|---|---|
| Level 1 Authority | 48 hours | Immediately |
| Level 2 Authority | 5 working days | Within 5 working days |
| Level 3 Authority | 15 working days | Within 15 working days |
The Company will compile and report complaint-related data in the format agreed upon by Waffo's banking partners, for further reporting to regulators or relevant authorities.
