Complaints
Complaints
Effective as of 1 August 2026
Hayo Pay is a brand operated by GrandDom Limited. If something has gone wrong, tell us. We would rather hear about it than not.
How to make a complaint
Email complaints@hayopay.com. Say clearly that you are making a complaint, so we can tell it apart from a general question.
Include:
- Your name and the email address registered to your account.
- What happened, and when.
- Any transaction references involved.
- What you would like us to do about it.
You can also raise a complaint through in-app support. There is no charge for making a complaint.
What happens next
We acknowledge every complaint in writing within 2 business days.
We aim to give you a final response within 15 business days. If we need longer, we will tell you why and give you a new date.
Our final response will say what we found, what we are doing about it, and what your options are if you are not satisfied.
If you are not satisfied
If you disagree with our final response, or we have not replied in time, you can ask us to refer the matter to the licensed financial institution that provides the regulated part of your account, and use their own complaints process. We will tell you who that is and how to reach them.
Some parts of your account, card and payments are provided by a licensed financial institution rather than by us. Where a complaint concerns their regulated service, we will pass it to them and tell you that we have done so. The institutions involved are listed in Schedule 2 of the Terms of Use.
Contact
GrandDom Limited, operating as Hayo Pay Room 1203, 12/F, Tower 3, China Hong Kong City, 33 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong Email: complaints@hayopay.com