We hereby inform you that HiPay is not a publisher of e-commerce websites.
HiPay is an electronic money institution authorized by the National Bank of Belgium (NBB).
Acting as an electronic money institution, HiPay provides publishers of e-commerce websites with payment services enabling them, including but not limited, to offer their customers various payment methods in order to pay for the price of the products and/or services they market.
As a consequence, HiPay remains a third party to the contractual relationship you entered into with the publisher of this e-commerce website.
Subsequently, HiPay is neither entitled to, nor authorized to, settle the commercial dispute that has arisen between the publisher of this e-commerce website and yourself.
In order to settle this commercial dispute, we kindly invite you to contact the publisher of the e-commerce website so that they can deal with your claim.
Please note that HiPay is highly committed to providing its services to e-merchants that fully perform their obligations towards their customers and process seriously the potential claims that they might receive.
On these grounds, HiPay systematically investigates when claims are sent to HiPay.
If the investigation brings to light that an e-merchant has failed to perform its obligations, HiPay will cease to provide this e-merchant with any payment services.
Please feel free to contact us for any further questions.
HiPay Customer Care
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