Complaints And Contact

Effective date: April 6, 2026

1. Purpose And Scope

This page explains how to contact KeyPay through the website and how to raise:

• a general business inquiry;
• a formal complaint relating to the website or website communications;
• a privacy-related request;
• a security-related report.

This page applies to website-originated matters. It does not replace separate complaint, dispute, or escalation procedures that may apply under any future merchant agreement, onboarding file, operational policy, or regulated service arrangement.

2. Contact Channels

Primary contact email:

partners@keypay.pro

Postal contact:

KeyPay L.L.C-FZ
Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.

3. Recommended Subject Lines

To help us route your message efficiently, please use one of the following subject lines where appropriate:

• Business Inquiry
• Formal Complaint
• Privacy Request
• Security Report

4. Information To Include

Where relevant, please include:

• your full name;
• company name and role;
• your preferred contact details;
• a clear description of the issue;
• relevant dates, references, and background;
• screenshots or supporting documents, where available;
• the outcome or remedy you are seeking.

5. How We Handle Complaints

When we receive a complaint or formal concern, we may:

• acknowledge receipt;
• request further information or clarification;
• review the issue internally;
• route the matter to the appropriate business, legal, compliance, privacy, or technical function;
• provide a response or status update after a reasonable review.

Where reasonably practicable, we aim to acknowledge formal complaints within 5 business days and to provide a substantive response or status update within 15 business days. These are service targets only and not guaranteed deadlines.

6. Escalation

If you believe a matter has not been addressed appropriately, you may request escalation by stating clearly in your follow-up message that you are seeking an escalation or legal/compliance review.

7. Privacy Requests

For privacy-related requests, such as access, correction, deletion, restriction, objection, or withdrawal of consent where applicable, please contact:

partners@keypay.pro

Please provide enough information for us to verify your request and respond responsibly.

8. Security Reports

If you believe you have identified a security issue affecting the website, please contact us promptly at partners@keypay.pro and provide sufficient detail to help us assess the report.

Please do not:

• exploit vulnerabilities;
• attempt unauthorized access;
• disrupt the website;
• access data that is not intended for you.

9. External Rights

Nothing on this page limits any right you may have under applicable law to contact a competent regulator, supervisory authority, court, or other authority.

10. Contact Details

KeyPay L.L.C-FZ
UAE-registered payment technology provider
Meydan Free Zone Business License No. 2648134.01 (activity: Payment Services Provider)
Address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Email: partners@keypay.pro