CUSTOMER CHARTER

Last Updated: August 2026

At Mercury Payments Services LLC (“Mercury”), we are committed to delivering payment services that are fair, transparent, secure, reliable and customer-focused.

As a Licensed Financial Institution regulated by the Central Bank of the UAE (CBUAE), we are committed to treating every customer fairly, protecting your rights and personal information, and delivering positive customer outcomes throughout your relationship with us.

This Customer Charter explains the standards of service you can expect from Mercury and how we work to protect your interests.

Our Commitment to You

We are committed to:

  • Treating every customer fairly, honestly and respectfully.
  • Acting in your best interests throughout the customer relationship.
  • Providing products and services that offer fair value.
  • Delivering clear and transparent information before and after you use our services.
  • Protecting your personal information and payment data.
  • Maintaining secure, reliable and resilient payment services.
  • Listening to your feedback and resolving complaints fairly and promptly.
  • Continuously improving our products, services and customer experience.

Our Regulatory Commitment

Mercury conducts its business in accordance with applicable UAE laws and regulations, including requirements relating to:

  • Consumer Protection
  • Market Conduct
  • Retail Payment Services
  • Data Protection and Privacy
  • Information Security
  • Anti-Money Laundering and Counter Terrorist Financing
  • Complaint Management
  • Responsible Use of Artificial Intelligence

Our Service Principles

Fair Treatment

We will:

  • Treat all customers fairly and without discrimination.
  • Act professionally, ethically and with integrity.
  • Ensure our products and services are suitable for their intended customers.
  • Avoid misleading information, unfair practices or pressure-selling.
  • Consider the needs of vulnerable customers and People of Determination.

Transparency

Before you use our products or services, we will provide clear information regarding:

  • Product features and services
  • Fees and charges
  • Settlement timelines
  • Merchant Service Fees (where applicable)
  • Transaction limits
  • Key risks
  • Your rights and responsibilities
  • Complaint handling procedures
  • Key Facts Statement (KFS), where applicable

We communicate in clear and simple language to help you make informed decisions.

Fair Products and Services

Mercury designs and reviews its products to ensure they:

  • Meet customer needs.
  • Deliver fair value.
  • Are regularly reviewed for suitability.
  • Continue to provide positive customer outcomes.
  • Comply with applicable regulatory requirements.

Protecting Your Information

We recognise that your information is confidential.

Mercury is committed to:

  • Protecting your personal information and payment data.
  • Using your information only for lawful and legitimate purposes.
  • Maintaining robust information security controls.
  • Protecting your privacy in accordance with applicable UAE laws.
  • Obtaining your consent where required.

Responsible Use of Technology

Where Mercury uses Artificial Intelligence (AI) or automated technologies to support customer services, we are committed to:

  • Responsible and ethical use of AI.
  • Human oversight for material customer decisions.
  • Protecting customer privacy.
  • Maintaining fairness and transparency.
  • Providing access to human assistance whenever reasonably required.

Marketing and Communications

You can expect that Mercury will:

  • Provide accurate and balanced marketing information.
  • Never intentionally mislead customers.
  • Obtain your consent before sending marketing communications where required.
  • Respect your communication preferences.
  • Comply with applicable Do Not Call Registry (DNCR) requirements.
  • Allow you to opt out of marketing communications at any time.

Merchant Protection

For our merchant customers, Mercury is committed to:

  • Transparent onboarding processes.
  • Clear pricing and settlement arrangements.
  • Fair contract terms.
  • Transparent reserve and chargeback arrangements.
  • Timely merchant support.
  • Fair and risk-based suspension or termination decisions.
  • Accessible complaint handling arrangements.

Accessibility and Inclusion

Mercury is committed to making its services accessible to all customers by:

  • Promoting equal access to financial services.
  • Supporting People of Determination and vulnerable customers.
  • Providing clear and understandable communications.
  • Continuously improving the accessibility of our digital channels and customer services.

Complaints and Feedback

Your feedback helps us improve our services.

If you are dissatisfied with any aspect of our products or services, you may submit a complaint through our designated customer service channels.

Mercury will:

  • Accept complaints free of charge.
  • Acknowledge your complaint promptly.
  • Provide you with a complaint reference number.
  • Investigate your complaint fairly and independently.
  • Keep you informed throughout the process.
  • Provide a clear response within the applicable service timelines.
  • Take appropriate corrective action where customer detriment is identified.

Escalation to SANADAK

If you are not satisfied with Mercury’s final response, or your complaint remains unresolved, you may have the right to escalate your complaint to SANADAK, the Ombudsman Unit established by the Central Bank of the UAE for eligible complaints.

Mercury will:

  • Inform customers of their right to refer unresolved complaints to SANADAK.
  • Include SANADAK information in our complaint closure communications, where applicable.
  • Cooperate fully with SANADAK during its review of complaints.
  • Implement outcomes or directions issued by SANADAK in accordance with applicable regulatory requirements.

For more information about SANADAK, please visit the official SANADAK website or the Central Bank of the UAE website.

Your Responsibilities

To help us serve you better, we ask that you:

  • Provide complete and accurate information.
  • Keep your contact information up to date.
  • Read the Key Facts Statement (where applicable), Terms and Conditions and other important documents before using our services.
  • Protect your passwords, PINs, One-Time Passwords (OTPs) and security credentials.
  • Notify us immediately if you suspect fraud or unauthorised transactions.
  • Use our products and services lawfully and responsibly.

Protect Yourself From Fraud

Help keep your account secure by:

  • Never sharing your OTP, PIN or passwords.
  • Verifying payment requests before authorising transactions.
  • Being cautious of phishing emails, fake websites, SMS messages and phone calls.
  • Using only Mercury’s official communication channels.
  • Reporting suspicious activity immediately.

Contact Us

If you require assistance or wish to provide feedback, please contact us through our official customer service channels:

Mercury Payments Services LLC

Our Promise

Your trust is our priority. Mercury is committed to delivering secure, transparent and innovative payment services while treating every customer fairly, protecting your rights and continuously improving your experience. We welcome your feedback and remain dedicated to maintaining the highest standards of integrity, customer protection and regulatory compliance.