Payout 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.

02Authority & beneficiary information

Only authorised users may approve instructions. Confirm the beneficiary’s name, account or wallet identifier, destination, currency, amount and payment purpose before approval. Verify a requested change of beneficiary details through an independent, trusted channel. A payout arrangement may rely on an account identifier; a name mismatch does not ensure that a mistaken payment will be blocked or recoverable.

03Funding, checks & acceptance

Follow only funding instructions verified with the provider. Processing may require cleared funds, source-of-funds evidence, beneficiary details and payment-purpose information. Third-party funding is not permitted unless expressly accepted under the arrangement. Receipt of money or an instruction is distinct from acceptance for execution; the provider must communicate the relevant status.

04Quote, charges & expected receipt

Before authorisation, the applicable quote must identify the send amount and currency, exchange rate or agreed method of setting it, quote expiry, disclosed charges and expected recipient amount. Intermediary or receiving-bank deductions may affect the final amount where applicable; they must not be represented as included if they are not. A revised price or expired quote requires handling under the agreed approval process.

05Execution & timing

Delivery estimates depend on cut-off times, business days, funding, checks, the payment route and receiving institutions. An estimate is not a guaranteed deadline unless expressly agreed. A “submitted”, “processing” or similar status does not prove receipt by the beneficiary. Use the provider’s final confirmation and reconcile records before treating a payment as complete.

06Errors, cancellation & returns

Report an error or unauthorised instruction promptly. Cancellation is possible only while the route and processing stage permit it; after release, a recall is a request rather than a guarantee of recovery. Do not repeat a payment merely because confirmation is delayed. The provider should investigate using the transaction reference and explain the available steps.

Failed or returned funds are dealt with under the accepted agreement, taking account of amounts actually recovered, lawful restrictions, disclosed costs and any necessary currency conversion. Any deduction must have a legal or contractual basis. Allocation of a loss must take account of who caused the error and applicable protections; the website does not shift all payment losses to the customer.

07Restrictions, records & closing arrangements

A provider may decline, delay or restrict a payment when permitted or required by applicable law and its agreement, including unresolved customer checks or applicable sanctions. An explanation may be limited where disclosure is legally prohibited. Maintain accurate transaction records and confirm how pending instructions and remaining funds will be handled if an account or payment route closes.

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.