1. OUR COMMITMENT

Shukria is the payment services business of Mercury Payments Services LLC (“Mercury”), a Licensed Financial Institution regulated by the Central Bank of the United Arab Emirates (“CBUAE”) to provide permitted Retail Payment Services.

Through Shukria, Mercury provides and may introduce payment products and services within the scope of its applicable regulatory permissions, including merchant acquiring, payment gateway services, corporate and prepaid card solutions and related payment services.

This Customer Charter sets out the principles and service standards that you can expect when dealing with Shukria.

We are committed to providing payment services that are fair, transparent, secure, reliable and customer-focused, while protecting customer interests, information and payment data.

2. OUR COMMITMENT TO YOU

We are committed to:

• Treating customers fairly, honestly and respectfully.
• Providing clear and transparent information about our products and services.
• Clearly disclosing applicable fees, charges and important terms and conditions.
• Providing products and services in accordance with applicable regulatory requirements.
• Maintaining secure and reliable payment services.
• Protecting personal, business and payment-related information.
• Providing appropriate customer support.
• Handling complaints fairly and within applicable timelines.
• Communicating material changes affecting our products or services.
• Continuously reviewing and improving our services and customer experience.

3. CLEAR AND TRANSPARENT INFORMATION

Before you use a Shukria product or service, we will provide relevant information to help you understand its key features, costs, benefits, limitations and responsibilities.

Depending on the product or service, this may include:

• Product/service features and eligibility.
• Applicable fees, charges and pricing.
• Merchant Service Fees/Merchant Discount Rate (MDR), where applicable.
• Settlement arrangements and timelines.
• Card fees, transaction limits and usage restrictions, where applicable.
• Refund, reversal and chargeback arrangements.
• Key risks and security requirements.
• Your rights and responsibilities.
• Circumstances in which services may be restricted, suspended or terminated.
• Complaint and escalation arrangements.
• Key Facts Statement (KFS), where applicable.
• Applicable Terms and Conditions and contractual documentation.

We aim to communicate in clear and understandable language so that customers can make informed decisions.

4. OUR PAYMENT SERVICES

Merchant Acquiring

For merchants using Shukria’s payment acceptance services, we are committed to:

• Transparent and risk-based onboarding.
• Clear pricing and settlement arrangements.
• Secure processing of eligible payment transactions.
• Accurate application of agreed fees and charges.
• Appropriate transaction and settlement reporting.
• Transparent chargeback, refund, reserve and hold arrangements, where applicable.
• Timely support for transaction and settlement-related queries.
• Fair and risk-based decisions relating to restriction, suspension or termination of services.

Payment Gateway Services

For customers using Shukria’s payment gateway services, we will endeavour to:

• Provide secure connectivity for processing eligible online payment transactions.
• Maintain appropriate information-security and payment-data protection controls.
• Clearly communicate applicable service requirements, fees and responsibilities.
• Maintain appropriate controls for transaction processing, monitoring and reporting.
• Provide reasonable support for gateway-related transaction and service issues.
• Maintain appropriate incident-management and service-restoration arrangements.

Corporate and Prepaid Cards

For Shukria card products, where offered, we are committed to:

• Clearly communicating card features, eligibility criteria, fees and applicable limits.
• Providing applicable Terms and Conditions and Key Facts Statement, where required.
• Maintaining appropriate controls over card issuance, activation and use.
• Providing secure mechanisms for card authentication and transaction authorisation.
• Providing appropriate channels for reporting lost, stolen or compromised cards.
• Supporting customers in relation to eligible disputed or unauthorised transactions.
• Clearly communicating card expiry, replacement, cancellation and other applicable conditions.
• Protecting cardholder information and payment credentials.

The availability and features of individual Shukria products and services will be subject to applicable regulatory permissions, product terms and eligibility requirements.

5. PAYMENT PROCESSING AND SETTLEMENT

Where applicable to the service provided, Shukria will:

• Maintain appropriate controls over payment processing and settlement.
• Process transactions in accordance with applicable service and scheme requirements.
• Provide relevant transaction and settlement information through designated channels.
• Apply agreed fees and charges in accordance with applicable contractual terms.
• Process settlements in accordance with agreed settlement arrangements, subject to applicable holds, reserves, investigations, chargebacks or regulatory requirements.
• Investigate material transaction or settlement discrepancies reported to us.
• Maintain appropriate records and audit trails.

6. REFUNDS, REVERSALS, DISPUTES AND CHARGEBACKS

Where applicable, Shukria will manage refunds, reversals, disputed transactions and chargebacks in accordance with applicable contractual terms, regulatory requirements and payment scheme rules.

We will provide customers with appropriate information regarding the applicable process and, where relevant, the information or evidence required.

Customers and merchants are responsible for providing requested information and supporting documents within applicable timelines.

7. PROTECTING YOUR INFORMATION

We recognise that your personal, business and payment information is confidential.

Shukria is committed to:

• Processing information for lawful and legitimate purposes.
• Maintaining appropriate information-security and cybersecurity controls.
• Protecting personal and payment data from unauthorised access, use or disclosure.
• Restricting access to information based on legitimate business requirements.
• Sharing information with third parties only where permitted or required for service delivery, payment processing, regulatory, legal, fraud-prevention or other legitimate purposes.
• Obtaining consent where required.
• Complying with applicable UAE data-protection and privacy requirements.

8. SECURITY AND FRAUD PREVENTION

Shukria maintains appropriate controls designed to prevent, identify and manage fraud, unauthorised transactions and security risks.

Customers should:

• Keep passwords, PINs, OTPs and security credentials confidential.
• Never disclose card or account security information in response to suspicious requests.
• Verify payment requests before authorising transactions.
• Protect cards, payment devices and credentials against unauthorised use.
• Promptly report lost or stolen cards, suspected fraud, compromised credentials or unauthorised transactions.
• Use only Shukria’s official channels for payment-related communication.
• Cooperate with reasonable fraud or transaction investigations.

Where necessary to protect customers, merchants, Shukria or the payment ecosystem, transactions or services may be reviewed, restricted or suspended in accordance with applicable terms and regulatory requirements.

9. FAIR MARKETING AND COMMUNICATIONS

Our marketing and customer communications will be fair, clear and not intentionally misleading.

Shukria will:

• Provide accurate and balanced information about its products and services.
• Clearly communicate material terms, conditions and charges.
• Obtain consent for marketing communications where required.
• Respect customers’ communication preferences.
• Provide appropriate mechanisms to opt out of marketing communications.
• Comply with applicable requirements relating to customer communications and the Do Not Call Registry (DNCR).

10. SERVICE AVAILABILITY AND OPERATIONAL RESILIENCE

Shukria aims to maintain secure, reliable and resilient payment services.

We maintain appropriate arrangements for business continuity, operational resilience, incident management and service restoration.

Where a material service disruption affects customers, we will endeavour to provide appropriate information through available communication channels and restore affected services as promptly as reasonably possible.

11. ACCESSIBILITY AND FAIR TREATMENT

Shukria is committed to treating customers fairly and without discrimination.

We will:

• Promote fair access to our products and services.
• Provide clear and understandable customer communications.
• Consider the needs of vulnerable customers and People of Determination, where applicable.
• Take reasonable steps to improve the accessibility of our digital and customer-support channels.

12. COMPLAINTS AND FEEDBACK

Your feedback helps us improve our services.

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

Shukria will:

• Accept complaints free of charge.
• Acknowledge complaints within applicable timelines.
• Provide a complaint reference number.
• Investigate complaints fairly and objectively.
• Keep customers appropriately informed.
• Provide a clear response within applicable service and regulatory timelines.
• Explain the outcome of the complaint.
• Take appropriate corrective action where customer detriment or an error is identified.

13. ESCALATION OF COMPLAINTS

If you are dissatisfied with Shukria’s final response, or your complaint remains unresolved, you may have the right to escalate the matter to SANADAK, the financial and insurance Ombudsman, subject to its applicable eligibility criteria and requirements.

Where applicable, Shukria will provide information regarding further escalation rights as part of its complaint-handling process.

14. YOUR RESPONSIBILITIES

To help us provide secure and effective services, customers are expected to:

• Provide complete, accurate and current information.
• Keep contact, identification and other relevant information updated.
• Read applicable Terms and Conditions, Key Facts Statements and other important product documents.
• Use Shukria products and services only for legitimate and authorised purposes.
• Protect passwords, PINs, OTPs, cards, payment devices and other security credentials.
• Promptly report suspected fraud, unauthorised transactions, lost or stolen cards or security incidents.
• Review transaction and settlement information and promptly report material discrepancies.
• Provide information and documents reasonably requested for regulatory, compliance, fraud, dispute or risk-management purposes.
• Comply with applicable laws, regulations and payment scheme requirements.

Merchant customers are additionally responsible for promptly notifying Shukria of material changes to their business, ownership, authorised signatories, bank/IBAN details or other information relevant to their relationship with Shukria.

15. RESTRICTION, SUSPENSION OR TERMINATION

There may be circumstances where Shukria is required to restrict, suspend or terminate a product, card, transaction, account or service for regulatory, legal, compliance, fraud, security, payment scheme, contractual or material risk-management reasons.

Where permitted, we will communicate such action and relevant information to the affected customer in accordance with applicable contractual and regulatory requirements.

Such decisions will be subject to appropriate internal controls and governance.

16. CONTACT US

For assistance, transaction or settlement queries, card-related support, complaints or feedback, please contact Shukria through its official customer-service channels:

Shukria – Mercury Payments Services LLC

Email: info.shukria@mercury-pay.com

Customer Support: customer-care number

Website: https://www.shukria.ae/

Office Address: Unit 203, Level 2, Building 3, Dubai Hills Business Park, Dubai, UAE

For urgent matters involving lost/stolen cards, suspected fraud or unauthorised transactions, customers should immediately contact Shukria through the designated customer-support channel.

OUR PROMISE

At Shukria, we are committed to providing fair, transparent, secure and reliable payment services while protecting the interests and information of our customers.

As our payment services evolve, we will continue to review our customer-service standards and controls to ensure they remain aligned with applicable regulatory requirements, payment-industry standards and the needs of our customers.