If a transfer fails using the details provided by the payer, the sender should contact us at the following mailing address: 01042, Ukraine, Kyiv, Novopechersky Lane, Building 5, or by calling the contact center at: (098) 303-34-34; (066) 303-34-34; (063) 303-34-34, or via email at [email protected]

The request may be made verbally or in writing:

• Verbal inquiries are made by the payer via the contact center phone numbers listed above; written inquiries are sent by mail or delivered by the payer in person or through an authorized representative at the address listed above, provided that the representative’s authority is documented in accordance with the law.
• A written request may also be submitted via the Internet to the email address provided. When submitting an application via the Internet, the applicant must comply with the requirements of the Law on Electronic Trust Services, which requires the use of an appropriate digital signature (electronic signature) applied using a private key obtained by the applicant from a qualified trust service provider.

A sample of the payer’s “Application-Request” can be obtained from the official website of LLC “Payment Institution “FENIX” by downloading the “Documents” – “Refund Procedure” section. Appeals are reviewed in accordance with the Law of Ukraine “On Citizens’ Appeals.” If the appeal is approved, the payer will receive a refund within three banking days to the bank account details specified in the appeal.

Commission

Funds are transferred exclusively in the national currency of Ukraine (hryvnia).

Fees (commissions) for fund transfers depend on the specific Merchant or Service Provider whose services are paid for via the Self-Service Software and Hardware Complex (PTKS) or on the website: Customers can view the fees for money transfers immediately before payment by selecting the required service of the relevant Merchant/Operator/Recipient on the STS screen or on the website.