Terms of Use

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.

• Services: Payment processing and related services provided by Waffo
• User: Individual or entity utilizing Services
• Account: Account created with Waffo to access 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.

Users must provide accurate information and maintain confidentiality of account credentials.

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.

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 is committed to protecting your data. Our Privacy Policy, available on our website, explains how we collect, use, and protect your information.

All intellectual property rights in the Services are owned by Waffo or its licensors.

Waffo shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues.

You agree to indemnify and hold harmless Waffo from any claims, damages, or liabilities arising from your use of the Services.

This Agreement is effective upon your acceptance and continues until terminated by either party. Waffo may terminate or suspend your access at any time.

This Agreement and any disputes arising from it shall be governed by and construed in accordance with the laws of Hong Kong.

Waffo reserves the right to modify or terminate this Agreement at any time, with or without notice.

• Entire Agreement clause
• Severability provision
• Waiver clause

This Dispute Resolution Policy has been formulated to provide customers and merchants with a structured and transparent process to address and resolve grievances.

1. Establish distinct grievance frameworks for customers and merchants
2. Provide multiple complaint modes with escalation paths
3. Ensure prompt resolution
4. Define authority matrix for escalation
5. Enable periodic reporting to minimize complaints
6. Regularly review and update policy

For Merchants:

• Email: merchant-support@waffo.com (24x7)

For Customers:

• Email: support@waffo.com (24x7)

• Technical issues: 2 working days
• Transaction related: 2 working days
• Operational: 3 working days
• Terms of service: 5 working days
• Refunds: 3 working days
• Others: 5-10 working days

• Level 1: Turnaround 48 hours, Acknowledgment immediately
• Level 2: Turnaround 5 working days, Acknowledgment within 5 working days
• Level 3: Turnaround 15 working days, Acknowledgment within 15 working days

The Company will compile and report complaint-related data in the format agreed upon by Waffo's banking partners.

• The policy will be publicly displayed on the Company's website and application
• Annual review or earlier if changes needed

Prohibited Business Category: Industries or activities that Waffo does not permit under any circumstances.

Restricted Business Category: Industries or activities that Waffo allows to operate, but only under specific conditions or with heightened scrutiny.

1. Skill Games
2. Streaming Services
3. AIGC
4. Online Educational Platforms
5. Luxury Items
6. Food Products
7. Alcohol
8. In-Game Virtual Items
9. VPN/VPS Services
10. IPTV
11. Subscription Services
12. Corrective Contact Lenses
13. Computer Software Stores
14. Tele-Medicine

For Vietnam:

• Digital Games (online, PC, mobile, publisher agencies)