Terms & Policies

If you have a complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada, or a general complaint for services received in the United States, you may file a complaint through the following channels:

• Online by submitting this form

• Via email to support@finixpayments.com

Finix will acknowledge receipt of your complaint within five (5) business days. Finix will investigate and respond to your complaint within twenty (20) business days. Such response will include the following:

• A summary of the complaint

• The final result of the investigation

• Explanation of the final decision

• Information on how to further escalate the complaint in the event of an unsatisfactory outcome

If Finix cannot provide a final response to your complaint within twenty (20) business days, then we will inform you of a new expected response time as well as the reason for the delay.

If you are a Canadian merchant, you can find more information on your rights by visiting the Financial Consumer Agency of Canada’s website at https://www.canada.ca/en/financial-consumer-agency.html. You may also file a complaint directly with the Financial Consumer Agency of Canada by calling 1-866-461-3222 or emailing info@fcac-acfc.gc.ca. However, FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operator or acquirers.

Please note that any information you submit may be shared with your payment card network operator, acquirer, processor, or financial institution in order to assist us in responding to your concerns.​​