Privacy Policy

Effective Date: 12 August 2026

Welcome to Payd.

At Payd, we respect your privacy and are committed to keeping the personal and business information you share with us safe, confidential, and used only for the reasons we explain below.

As a payment technology service provider operating in the UAE, we only collect and use information where it is genuinely needed — to provide our payment technology platform and related services, facilitate payment acceptance through our licensed banking and payment partners, confirm who we are working with, keep our platform secure, and comply with applicable UAE laws and the regulatory framework of the Central Bank of the UAE (CBUAE).

This Privacy Policy explains what information Payd collects, why we collect it, how we use and protect it, and the choices and rights available to you. It applies whenever you visit our website, apply to become a Payd merchant, use our services, or otherwise interact with us.

By using Payd's website or services, you confirm that you have read and understood this Privacy Policy.

For this Privacy Policy:

  • Merchant – A business that applies for or uses Payd's payment technology services.
  • Customer – An individual making a payment to a Merchant through Payd, where applicable.
  • Personal Information – Any information that identifies or can reasonably identify an individual.
  • Services – Payd's payment technology platform and related services provided through our licensed acquiring banks and payment partners.

This Policy does not cover third-party websites or services that may be linked from our platform. Please check their own privacy policies before sharing information with them.

1. Who This Policy Applies To

This Policy applies to:

  • Visitors to the Payd website
  • Businesses and individuals applying to become a Payd merchant
  • Existing Payd merchants and authorised users of merchant accounts
  • Directors, owners, shareholders, and authorised representatives of merchant businesses
  • Customers whose payments are processed through Payd, where applicable
  • Anyone who contacts Payd through our website or support channels

This Policy applies throughout our relationship with you — from your first application, through account setup and everyday use, to after the relationship ends, where we're required to keep certain records by law.

2. Information We Collect

We only collect information that helps us provide our services properly, confirm who we're working with, help to keep transactions secure, and meet our legal responsibilities as a payment technology service provider operating in the UAE.

Depending on how you interact with Payd, the information we collect may relate to:

  • merchant businesses applying for or using our services;
  • directors, shareholders, Ultimate Beneficial Owners (UBOs), authorised representatives, and authorised users of merchant accounts; and
  • customers making payments to merchants through Payd, where applicable.

2.1 Business Information

  • Business and trading name
  • Trade licence and company registration details
  • Business address and contact details
  • Nature of business and industry
  • Tax registration information, where applicable
  • Website, app, and social media details

2.2 Business Ownership and Verification Information

So that we know who we're doing business with and can keep your account secure, we may ask for:

  • Details of directors and shareholders
  • Ultimate beneficial owner (UBO) information
  • Ownership structure
  • Authorised signatory details
  • A valid ID document (such as a Passport, Emirates ID, or other government-issued ID)
  • Proof of address
  • Any further supporting documents needed to complete your account verification

2.3 Financial Information

  • Settlement bank account details
  • Banking and payment information
  • Other financial information reasonably required to facilitate payment processing and settlements through our licensed banking and payment partners.
  • Payment instructions including settlement preferences, beneficiary account information, payout instructions, and other information necessary to facilitate payment processing through our licensed banking/payment partners.

2.3.1 Payment Card Information

Payd does not store full payment card details. Where payment card information is handled for authorised services, it is processed through secure payment infrastructure in accordance with applicable PCI DSS requirements and industry security standards.

2.4 Transaction Information

When you use Payd's platform, certain transaction information may be generated or received from our licensed banking and payment partners. This may include:

  • Transaction reference numbers.
  • Payment amounts and currencies.
  • Date and time of transactions.
  • Payment method used.
  • Settlement information.
  • Merchant account activity and transaction history.
  • Refund and chargeback information, including records of refunded transactions, disputed payments, chargeback requests, and their resolution.

2.5 Technical Information

  • IP address
  • Browser and device information
  • Operating system
  • Login and session activity
  • Cookies and similar technologies
  • Website usage information

2.6 Communications

  • Support enquiries and correspondence
  • Audio or video recordings collected during verification, where applicable.
  • Feedback and any issues you raise with us
  • Other messages you send us relating to your account

2.7 Information from Other Sources

We may sometimes receive information about you from trusted partners who help us run our services safely, including:

  • Identity verification providers
  • Security and risk management partners
  • Screening providers we use in line with legal requirements
  • Our banking and payment partners
  • Publicly available sources
  • Government or regulatory authorities, where the law allows or requires this

We collect only personal information that is reasonably necessary for the purposes described in this Policy.

3. Why We Collect Your Information

Payd processes your information for clear, specific reasons connected to providing our services and operating in line with the UAE's regulatory framework for payment services. These include:

3.1 To Provide Our Services

  • Confirming your identity and establishing your merchant account
  • Providing payment technology services, including facilitating payment acceptance, payment processing, settlements, payment links, QR payments, and related merchant services through our licensed banking and payment partners.
  • Supporting self-service tools, where applicable
  • Enabling secure identity verification when you use our services
  • Managing refunds, chargebacks, and account administration

3.2 To Meet Our Legal and Regulatory Responsibilities

In line with UAE financial regulations and the CBUAE regulatory framework, we:

  • Confirm the identity of the businesses and individuals we work with
  • Complete the standard checks required to open and maintain an account
  • Help detect, prevent, and respond to financial crime, including money laundering and terrorist financing.
  • Carry out screening required under applicable law
  • Report information to the Central Bank of the UAE or other authorities where the law requires it
  • Keep certain records for the periods required by law

Where applicable, we may collect audio or video recordings during the verification process. These recordings help us confirm the identity of authorized representatives, support secure account activation, comply with applicable legal and regulatory obligations, and protect our platform from fraud and misuse.

3.3 To Keep Our Platform Safe

  • Protecting your account from unauthorised access
  • Reviewing account and payment activity
  • Detecting and preventing unusual or fraudulent activity
  • Managing operational and security risks
  • Investigating and resolving any security concerns

3.4 To Support You and Improve Our Services

  • Responding to your questions and support requests
  • Helping resolve any issues you raise with us
  • Improving the reliability, functionality, and experience of our platform
  • Developing new features based on how our services are used

We only use your information for the reasons explained in this Policy, or for closely related purposes, unless the law requires or allows otherwise.

3.5 Legal Basis for Processing

We process personal information only where we have a valid legal basis under applicable law. Depending on the circumstances, we may process your information:

  • To provide our services or take steps at your request - for example, to assess a merchant application, establish and manage a merchant account, facilitate payment acceptance through our licensed banking and payment partners, and provide support.
  • To comply with legal and regulatory obligations - including identity verification, record-keeping, screening, fraud prevention, financial crime prevention, and responding to lawful requests from competent authorities.
  • For our legitimate business interests, where permitted by law - including protecting the security and integrity of our platform, preventing and investigating fraud or misuse, managing operational and security risks, improving our services, and protecting our legal rights.
  • With your consent, where required - for specific activities where applicable law requires us to obtain your consent. Where processing is based on consent, you may withdraw your consent at any time, subject to applicable law.

The legal basis that applies will depend on the nature of the information, your relationship with Payd, and the specific purpose for which the information is processed.

4. Confirming Your Account (Verification)

To help maintain a secure and trusted platform, new merchants are required to complete a verification process during onboarding. We may also request updated information or additional verification from time to time to keep your account information accurate and up to date.

Depending on the verification method selected, the verification process may include a live audio or video verification session. During this session, you may be asked to present identification documents and confirm information relating to your business.

Where applicable, the verification session may be recorded. These recordings are used to verify the identity of authorised representatives, support account verification and activation, comply with applicable legal and regulatory requirements, and help protect Payd and its users against fraud and misuse.

Successful completion of the verification process is required for account activation and continued access to Payd's services, subject to applicable onboarding, compliance, risk, and partner requirements. Payd may request additional information or verification necessary to meet legal, regulatory, security, or risk management requirements.

To help us maintain accurate records, merchants should ensure that their business information remains current and promptly notify Payd of any material changes, including changes to ownership, authorised representatives, or other relevant business information.

5. How We Share Your Information

We do not sell or rent your personal information. We only share it where necessary to run our business, provide our services, or meet a legal requirement.

5.1 Banking and Payment Partners

We may share your information with licensed banks, payment processors, payment networks, and acquiring partners where necessary to facilitate payment processing, settlements, and refunds.

5.2 Trusted Service Providers

We may share your information with providers who support our platform and operations, such as cloud hosting, identity verification, screening, security and risk management, customer support, communications, and analytics providers. These providers are permitted to process your information only for the purposes for which they have been engaged to perform those services, and they must protect it accordingly.

5.3 Regulators and Authorities

We may share your information with regulators and competent authorities where required or permitted by UAE law, regulation, or a valid legal request.

5.4 Business Changes

If Payd is involved in a merger, acquisition, restructuring, or sale of assets, your information may be transferred as part of that transaction, subject to appropriate protections.

5.5 Protecting Rights and Security

We may share your information where necessary to protect the rights, property, or safety of Payd, our merchants, our users, or others, including to prevent or respond to fraud or security incidents.

6. Where Your Information Is Processed

Payd primarily stores and processes personal and business information in the UAE and takes appropriate measures to protect information in accordance with applicable UAE laws and regulatory requirements.

Where our service providers or partners process information from locations outside the UAE, Payd will take appropriate measures to ensure that such processing and any transfer of information are carried out in accordance with applicable data protection laws and regulatory requirements. This may include appropriate contractual, organisational, technical, and security measures, as applicable.

Where applicable regulatory requirements impose restrictions on the storage, processing, transfer, or disclosure of personal or payment data, Payd will comply with those requirements. Payd will only transfer or permit access to personal or payment data outside the UAE where such transfer or access is permitted under applicable law and regulatory requirements.

7. How Long We Keep Your Information

We keep your information only for as long as it's necessary — to provide our services, meet legal and regulatory requirements, resolve any disputes, and protect our legitimate business interests. Where the law sets a minimum retention period, we keep records for that period and then dispose of them securely.

8. How We Protect Your Information

Payd takes appropriate administrative, technical, and organisational measures to protect your personal and business information from unauthorised access, disclosure, alteration, loss, or misuse.

These measures include industry-standard security practices such as encryption, secure storage, regular security reviews, and other safeguards designed to help protect the confidentiality, integrity, and availability of your information. Where applicable, Payd also applies PCI DSS security requirements when handling payment card information.

While we take reasonable steps to protect your information, no method of electronic transmission or storage can be guaranteed to be completely secure. We encourage you to protect your account credentials and notify Payd immediately if you become aware of any unauthorised access or suspicious activity relating to your account.

9. Cookies

Payd uses cookies and similar technologies to support the functionality, security, and performance of our website.

These may include:

  • Essential cookies – required for the website and merchant portal to function correctly, including login sessions and security.
  • Analytics cookies – used to help us understand how our website and services are used so that we can improve their performance and user experience.
  • Preference cookies – used to remember your preferences and improve your experience when using our website.

You can manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website and services.

10. Your Rights

Subject to applicable law, and any relevant exceptions, you may have the right to:

  • Ask to see the personal information we hold about you.
  • Ask us to correct or update inaccurate information that is inaccurate or incomplete.
  • Ask us to delete your personal information in certain circumstances.
  • Object to or ask us to limit certain uses of your personal information where this right applies under applicable law.
  • Where we rely on consent to process personal information, you may withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before the consent was withdrawn.

To exercise any of these rights, please contact us in the details provided in the Contact Us section below. We may request information to verify your identity before processing your request.

Some rights may be subject to limitations or exceptions under applicable law. For example, we may need to retain certain information to comply with legal or regulatory obligations, establish or defend legal claims, prevent fraud, or protect the rights and safety of Payd and others. Where we are unable to fulfil a request, we will explain the reason where required by applicable law.

You may also have the right to raise a complaint with the relevant data protection or regulatory authority, where applicable.

11. Children

Payd's services are intended for businesses and individuals aged 18 years or older. We do not knowingly collect personal information from children. If we become aware that we have unintentionally collected personal information relating to a child, we will take reasonable steps to delete it in accordance with applicable law.

12. Marketing Communications

Where permitted by applicable law, Payd may send you service updates, product announcements, and marketing communications relating to our services.

You may opt out of receiving marketing communications at any time by following the unsubscribe instructions included in our communications or by contacting us directly.

Service-related notifications relating to your account or security may still be sent where necessary.

13. Updates to This Policy

We may update this Policy from time to time to reflect changes in our services, practices, or legal and regulatory requirements. Updates will be posted here with a revised effective date, and we encourage you to check back periodically. Continuing to use Payd after an update means you accept the revised Policy.

14. Contact Us

If you have any questions about this Policy or how we handle your information, reach out to us:

We'll respond within a reasonable timeframe in line with applicable regulatory requirements.

Effective Date: 12 August 2026