Security

Protecting your money

Our partners, FCA-regulated e-money institutions and authorized payment institutions (CurrencyCloud), safeguard customer funds with reputable financial institutions.

Your funds are protected by our FCA-regulated partners at established financial institutions. In accordance with regulatory requirements, the e-money and payment institutions we work with ensure that your funds are safely held in reputable banks or covered by an insurance policy. This ensures that your money remains protected even in the unlikely event of insolvency of our partners or ourselves.

Once the funds have been successfully transferred to the designated beneficiary's account, our partners no longer have any safeguarding obligations. If you need a detailed breakdown of the funds safeguarded at a given time, please contact us and we will be happy to assist you.

Data Protection and Regulations

We are fully committed to protecting your personal data, in strict compliance with the Data Protection Act 2018. Your information is managed with the utmost care and is only collected for legitimate business purposes. We regularly review and update our data policies to ensure compliance with current regulations.

All personal data is processed lawfully and exclusively for the intended purposes. It is stored securely to prevent unauthorized access, loss, or misuse. Under no circumstances do we share customer data with third parties without your express consent.

Transparency and Accountability

For more details, please consult our:

• Privacy Policy

• Terms and Conditions

For any complaints or inquiries, please contact us at helpdesk@mtipay.com

Claims Management

At MTIPAY, we are your first point of contact for any questions, concerns, or complaints.
We take all complaints very seriously and handle them according to our internal complaints procedure.

You can contact us directly at:

• Email: info@kepay.es

• Telephone: +34 630 375 200

Please be sure to include:

• The date of the claim

• The nature of the claim

• The impact on your business

• Your contact information

• Any additional information

We aim to confirm receipt of all complaints within one business day and provide a final response within 15 business days (and no later than 35 business days where justified).

We work with Currencycloud, which ultimately provides the regulated payment and e-money services you receive through us. As a regulated financial institution, Currencycloud has specific responsibilities regarding complaints, and we keep you informed of all complaints related to your services. They also oversee our complaints handling to ensure we comply with regulatory standards.

If for any reason you believe that your complaint regarding payment or e-money services has not been properly addressed or resolved by us, you can refer the matter directly to Currencycloud. Information on the complaints procedure is available here:
👉 Currencycloud Complaints Procedure