Clients who believe that Nayax Europe UAB has violated their rights or legally protected interests in the provision of financial services must first contact Nayax Europe UAB in writing and state their claims and the circumstances of the complaint. The client shall apply to Nayax Europe UAB only in cases when the client has a valid agreement for the service provision by Nayax Europe UAB.
The complaint must be written in English.
The complaint shall be examined and a written answer shall be provided to the client no later than within the term established by laws or legal acts of the European Union.
A written response shall be provided no later than within 15 (fifteen) business days from the date of receipt of the complaint, unless otherwise provided by law or other mandatory legislation relating to the provision of services by Nayax Europe UAB. Where, for reasons beyond Nayax Europe UAB control, a response cannot be provided within 15 (fifteen) business days, a provisional response shall be provided within that period, stating the reasons for the delay and the deadline by which the client will receive a final response not exceeding 35 (thirty-five) business days.
When the Company replies to the client while satisfying or not satisfying (or satisfying only partially) the client’s claims set in the complaint, the Company shall send a comprehensive and motivated written reply to the client giving its legal arguments as well as referring to the agreement concluded with the client. Such reply shall be grounded by documents which shall be attached to the Company’s reply (if applicable). In any case, the client shall be also informed on the his right to file a claim to the court.
The reply shall be submitted in English if the Company and the client agrees so.
The complaint shall be dealt with in accordance with the principles of justice, fairness, impartiality and reasonableness, with a full examination of the circumstances set out in the complaint. Nayax Europe UAB employees handling a complaint must avoid conflicts of interest due to kinship, bloodline relationship, or other reasons that may affect the objectivity of the response.
Nayax Europe UAB reserves the right to decline to handle a complaint if the complaint was filed in violation of the procedure discussed above. Nayax Europe UAB reserves the right not to investigate anonymous and unreadable complaints, as well as complaints that do not contain sufficient identifying data for Nayax Europe UAB. In this case, Nayax Europe UAB will inform the client as soon as possible on the refusal to analyse the complaint.
In the event that the complaint contains claims, issues or circumstances that do not fall within the competence of Nayax Europe UAB, it will not be analysed and, if possible, the client will be indicated to which institution to apply with such a complaint/ request.
More information on the complaint’s procedure can be found on the Bank of Lithuania’s website
https://www.lb.lt/lt/skundai-del-finansiniu-paslaugu-teikejo
Out-of-court settlement of disputes arising from the protection of personal data and / or privacy are analysed by the State Data Protection Service, address L. Sapiegos g. 17, 10312 Vilnius, website address https://vdai.lrv.lt
The requirements for the application and the procedure for submission of applications are established by the Law on Personal Data Legal Protection.
In all cases, a client can also defend its violated rights by filing a claim to the court in accordance with the legal acts.
