Complaints Policy

Send your complaint to info@aurexpayments.com, or write to us at the address on our Contact page. Please include your name, business name, how to reach you, what happened, and what outcome you are seeking.

If you would prefer to speak to someone, call +1 (647) 992-6390 and ask for the complaints contact.

Because we are not the account provider, some complaints — about pricing applied, funds held, settlement timing, reserve decisions or account termination — must be handled by the processor, acquiring institution or gateway concerned.

Where that is the case we will tell you clearly, provide the correct escalation route, and help you present the complaint. We cannot direct a provider’s decision.

If our response does not resolve the matter, you may ask for an internal review by a senior member of the business who was not the primary decision-maker where practicable. Depending on your location and the subject of the complaint, you may also have a right to contact the relevant processing provider, card network, privacy authority, consumer-protection body, ombudsman, regulator, court or tribunal.

We keep complaint records for as long as reasonably necessary to investigate, respond, identify recurring issues, meet record-keeping obligations and resolve related disputes. Records are then deleted, anonymised or securely archived as appropriate.