Product: Yuhu
Overview
Yuhu Payments follows the Code of Conduct for the Payment Card Industry in Canada (the "Code"). If you believe we haven't met the Code, for example in how we disclose card fees, give notice of a fee change, or handle a cancellation, you can raise a complaint with us. This article explains how and what to expect.
How to Make a Complaint
Contact HappyCo Support through email at support@happy.co
Please include "Code of Conduct complaint" in the subject, your company name, and short description of the issue. Any supporting documents, such as a statement or notice, are helpful.
What Happens Next
| Step | Timing | What You Receive |
| Acknowledgement | Within 5 business days | Written confirmation that we've received your complaint, and who is handling it |
| Investigation and response | Within 20 business days | Our written response, with a summary of your complaint, what we found, our decision, and the reasons for it |
| Escalation information | With our response | How to take the matter further if you're not satisfied |
If your complaint is about fees or statements issued by our acquirer, Peoples Trust Company, we'll refer it to Paysafe, Peoples Trust's processor, on the same business day and let you know we've done so.
Business days exclude weekends and statutory holidays.
If You're Not Satisfied
You can escalate your complaint:
- To the acquirer: Peoples Trust Company, through Paysafe, at complaints@paysafe.com
- To the card networks: Visa Canada or Mastercard, if the matter is still unresolved
The Financial Consumer Agency of Canada (FCAC) oversees the Code. you can learn more about the Code at canada.ca.
Your Other Rights Under the Code
- Fee changes: we give at least 30 and no more than 60 days' written notice before any new or increased card fee
- Cancelling after a fee change: you can cancel without penalty within 70 days after a fee change takes effect. We send cancellation documents within 5 business days.
- Renewal: you can give notice of non-renewal up to 45 days before your agreement renews
- Choice: you can choose to accept credit cards, debit cards or both, and you can offer discounts for different payment methods.