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Compensation Policy for Fraudulent Transactions

This page is based on the Japanese page and contains information translated by AI for reference.
In the event of any discrepancies between the content and the Japanese page, the Japanese version should be followed.
1 Fraud Compensation System

In order for customers to use the international remittance service PayForex more safely and securely, we have a compensation policy for fraudulent transactions (hereinafter referred to as "this policy"). In the event that damage is incurred due to unauthorized use as stipulated in the above, the damage will be compensated except for reasons attributable to the customer.
In order to receive compensation, it is necessary to apply for compensation in accordance with the method prescribed by the Company.

2 Eligibility for Compensation
2-1 Scope of Coverage

If any of the following applies, you will be eligible for compensation.

  • (1) In the event that a third party illegally acquires (steals, defrauds, etc.) information about the PayForex account used by the client, and the balance is illegally used or disposed of by the third party against the client's will, resulting in a loss to the customer.
  • (2) Third parties may use information about your financial institution account (including this information registered in your PayForex account). In the event that the balance is illegally used or disposed of by a third party against the customer's will, resulting in a loss to the customer.
2-2 Terms of Compensation

The conditions for compensation are as follows.

  • (1) As a general rule, at the time of the occurrence of the damage and the application for compensation, the client must have a substantial PayForex account.
  • (2) The applicant must have applied for and notified the Company and the police within 60 days from the date of the damage.
  • (3) Whether or not compensation can be received from a third party other than the Company and the details of compensation (including the fact that compensation has already been received) Notify us accurately and without delay.
  • (4) The damage is not caused by the use of the customer's family, close relatives, or housemates.
  • (5) The applicant agrees to provide the personal information submitted when applying for compensation procedures to the affiliated financial institution in order to confirm the facts and carry out the smooth compensation procedure.
  • (6) Applicants must meet the screening conditions prescribed by the Company.
  • (7) Implement the security measures introduced by the Company (two-factor authentication, etc.)
2-3 Not covered

If any of the following applies, you will not be eligible for compensation.

  • (1) In the case of unauthorized use due to the customer's willful misconduct or gross negligence, or violation of laws and regulations.
  • (2) Unauthorized use by the customer (including unauthorized use under duress by a third party) In the case of
  • (3) In the case of unauthorized use by a person who uses this service at the request or consent of the customer, etc.
  • (4) In the case of unauthorized use by the customer's family, close relatives, housemates, etc.
  • (5) A place for fraudulent acts committed by a person who uses this service at the request or consent of the customer's family, close relatives, housemates, etc.
  • (6) In the case of unauthorized use by a terminal that has been transferred, lent, or pawned as collateral by the customer
  • (7) If the customer violates these rules or other provisions of the Company
  • (8) If the customer's report of unauthorized use is false or suspected to be false
  • (9) If you are complicit in unauthorized use or are suspected of doing so.
  • (10) If you do not cooperate with us in investigating fraud
  • (11) If the customer does not take any action to prevent the spread of damage due to unauthorized use.
  • (12) In the event of damage other than monetary damage actually incurred by the customer as a result of unauthorized use.
  • (13) In the event of unauthorized use during social turmoil such as war, disaster, epidemic, earthquake, etc.
  • (14) In addition, when the Company reasonably deems it inappropriate.
2-4 Amount of compensation

As a general rule, we will compensate you for all losses incurred.
However, if compensation is received from a third party, the difference between the amount of damage and the amount of compensation will be covered.
Depending on the results of the survey, the amount of compensation may be paid by the affiliated financial institution.
In addition, if there is willful misconduct or negligence on the part of the customer, the amount of compensation may be reduced or the compensation may not be covered as a result of a comprehensive judgment that takes into account the customer's behavior, circumstances, and other circumstances.

3 Procedure for applying for compensation after being a fraudulent victim

If you are a victim of fraud, please submit a report to the police immediately.
Please note that if you do not report the damage to the police, your compensation application will be invalid.

Please apply for compensation within 60 days from the date of damage according to the following contents.
Please note that you will not be eligible for compensation after 60 days from the date of damage.

3-1 How to apply
  • 3-1-1 Where to apply

    Please contact us from PayForex or the inquiry form on our website.

  • 3-1-2 Details of application

    In the body of the inquiry form, please clearly state "Application for compensation for unauthorized use" and fill in the following three points.

    • (1) Applicant Information
    • (2) Details of fraudulent transactions
    • (3) Information on reporting damage to the police station

    * For details on the contents of the application, please refer to "3-2 Details of the application contents".

  • 3-1-3 Submission of application

    Please make sure that there are no omissions in the application details in the body of the inquiry form before sending it.
    Submission of the compensation application will be completed by submitting the inquiry form.
    After submitting your compensation claim, please wait for us to contact you.

3-2 Details of the application
  • 3-2-1 Applicant Information
    • ・ Customer account number (in the case of our customers)
    • ・ identity
    • ・ Date of birth
    • ・ E-mail address
    • ・ address
    • ・ telephone number
  • 3-2-2 Details of fraudulent transactions

    The following details are required as transaction details to be subject to fraud damage.
    Some of the contents can be confirmed from the transaction history, so please take a look.

    • ・ Date and time of damage
    • ・ amount of money
    • ・ Circumstances of the Loss
  • 3-2-3 Information on reporting damage to the police station

    The following information is required to report the damage to the police station.
    Please note that if the field is blank, the application will be invalid.

    • ・ Declaration Date
    • ・ Receipt number (if accepted as a consultation record, consultation acceptance number)
    • ・ Police signature of the person making the report
3-3 What happens after you apply?

We will review the circumstances of your contact from the application form in accordance with the regulations.
We will inform you of the results of the examination and how to transfer the compensation amount if you are eligible to do so to the email address entered in the form.
* It will take some time from the time you apply to the completion of the review.
* Compensation will be provided by the method prescribed by the Company.
* In order to consider compensation, we may provide the details of the compensation application to the partner and consider compensation together.

4 Consultation desk and contact information for compensation

If you have any questions or inquiries regarding compensation, please contact us at the following address.
〒106-6222
3-2-1 Roppongi, Minato-ku, Tokyo Sumitomo Fudosan Roppongi Grand Tower 22nd floor
Queen Bee Capital Co., Ltd. Support Desk
Phone number: 0120-808-774
Business hours: Weekdays 9:30 ~ 17:30

5 Standards for Disclosure of Fraudulent Transactions

In the event that a fraudulent transaction pertaining to the scope of the above compensation has occurred or is likely to occur, the Company will promptly disclose the necessary information in cooperation with the business partner in the event that any of the following applies, based on the manner of the fraudulent transaction.

  • (1) When it is judged that it is necessary to prevent the spread of damage (secondary damage)
  • (2) When it is judged that it is beneficial to avoid the occurrence of similar incidents.
  • (3) When it is recognized that the social impact is significant in terms of circumstances such as the amount of damage and the number of cases
Date of enactment

Established on April 30, 2021

Date of revision

July 21, 2021
June 5, 2023
June 28, 2024
September 30, 2024