Acquiring service terms

01Service agreement & acceptance

This page explains the service-specific conditions relevant to an OnionPay enquiry. It is not a complete account or transaction agreement and does not itself authorise a payment, establish custody or promise approval. The identified provider must accept your application and supply the agreement, fees and operating conditions applicable to the service before you use it.

Mandatory law prevails. The accepted product agreement sets the document hierarchy; a transaction confirmation records the agreed transaction particulars and does not silently amend wider contractual protections. These website conditions bind a provider as product-contract terms only if expressly incorporated into the agreement accepted by that provider and customer.

02Merchant onboarding & operating scope

The merchant must accurately disclose its identity, ownership, business model, goods or services, sales channels and intended markets, and notify the provider of material changes. Approval is limited to the business, merchant accounts and payment methods agreed with the acquirer or payment provider. It does not permit undisclosed third-party processing, transaction laundering or use of another merchant’s credentials.

03Customer information & payment consent

Before payment, the merchant must clearly communicate its identity, what the customer is buying, the total charge and currency, delivery conditions, and cancellation or refund terms. Obtain valid payment authorisation and retain appropriate evidence. Recurring billing or later merchant-initiated charges require the consent and disclosures applicable to those transactions; they are not enabled merely by an initial payment.

04Approved integration & payment security

Use only the checkout, credentials and integration methods approved for your arrangement. Each party’s payment-data security obligations, including any applicable PCI DSS responsibilities, must be allocated in the service agreement. Do not use the OnionPay consultation form to collect card details. Suspected credential compromise or unauthorised payment activity should be reported promptly through the provider’s incident channel.

05Fees, settlement & reserves

An authorisation or checkout success message does not make proceeds unconditionally final. Settlement depends on the agreed currency, timing, cut-offs, reconciliation and transaction status. The agreement must disclose processing charges, conversion terms, reserve or hold arrangements, any security or set-off rights, and how funds are released. Website content does not itself create a reserve, debit authority or right to withhold funds.

06Refunds, disputes & reversals

Process refunds through the approved route, normally back to the original payment method unless the provider permits another lawful method. A refund and a chargeback are different procedures; coordinate with the provider to avoid duplicate reimbursement. Reversals may arise after settlement. Evidence deadlines, allocation of losses, appeal rights and applicable network rules must be available under the accepted arrangement.

07Review, suspension & closure

A provider may review or restrict processing where the agreement or law permits, including for material business changes, fraud indicators or required compliance checks. Notice and reasons should be given where legally permitted. The agreement must address pending payments, continuing dispute exposure, remaining reserves and the return of available funds after closure; closure is not an automatic forfeiture of merchant funds.

08Responsibility, complaints & changes

A customer must take reasonable care with instructions and credentials, but an error does not automatically make the customer responsible for every resulting loss. Liability, corrections and redress are determined by applicable law, the accepted agreement and the circumstances, including any provider error. Nothing on this page excludes fraud, liability that cannot lawfully be excluded or mandatory consumer rights.

Use the contracting provider’s official support channel for a live transaction or account issue. Send concerns about this website or our involvement to the complaints contact below, with the reference and relevant facts. A complaint does not prevent access to a court or competent authority and does not extend a statutory or contractual deadline. Material service changes, closure and dispute arrangements follow the accepted agreement and law, not merely an update to this webpage.