Legal Notice
Address:
Ukmergės g. 126,
08100, Vilnius, Lithuania
Email:
Company ID:
305074395
Your rights when making payments in Europe:
We at SumUp are committed to providing excellent service and we care about your feedback. All our customers have the right to fair, effective, and courteous service at all times.
If you, for any reason, are not happy with our service or we have not met your expectations you can always send us an email at [email protected]. You should contact us no later than three months after learning about a violation of your rights.
If you wish to log a formal complaint, please let us know in your email. We will try to resolve your issue as fast as we can. Upon receipt of your request, we must reply to you within 15 working days.
If you remain dissatisfied with the outcome, or you do not receive any reply from us within 15 working days, you may refer your complaint to the Bank of Lithuania within one year. You can do so through the electronic dispute resolution system.
Just fill out the user application form and send it via email to [email protected] or by post to Financial Market Supervision Service of the Bank of Lithuania, Žalgirio str. 90, LT-09303, Vilnius.
More information and the user's application form can be found here. You have the right to apply to the Bank of Lithuania or directly to court. The court judgement is binding, while the decision of the Bank of Lithuania is recommendatory in nature, non-binding to both the consumer and the financial market participant, and cannot be appealed. The Bank of Lithuania deals with disputes free of charge.
Important information
No matter how you submit your application form, the form and all other attachments must be filled out either in the official Lithuanian language or in English. It is also important to note that the dispute resolution process will take place in the state language, e.g. Lithuanian language.
Switching your account
You can transfer the account associated with your IBAN from one account service provider to another (please note that the IBAN number is not transferable).
At SumUp, this service is free of charge and enables you to transfer the remaining balance from your Wallet. The service can be provided only by transferring your balance to another account service provider in Ireland or another EU Member State.
If you wish to switch from your current account service provider to SumUp Pay, you can do so by transferring your funds using the IBAN number granted to you after the successful registration. Transfer details are available in the ‘’Cards and bank accounts’’ section of the app.
If you want to switch from SumUp Pay to another account service provider, you can withdraw your entire balance from your Wallet to the connected account, or send a transfer to your new account within the SEPA (Single Euro Payments Area) clearance system.
If you need assistance, please fill out this form and send it to [email protected].
After receiving your request, we will:
Transfer any remaining balance in your Wallet to the account opened or held with the new account service provider
Close your Wallet, if you wish and oblige us to do so
We will conclude the steps mentioned above, on the date specified by you, which shall be at least 6 business days after we receive the request.
Personal fees and definitions
Providing and maintaining a profile – 0 €
Your profile is an electronic money account (‘’Wallet’’) which you can use to store a balance and send and/or receive payments in EUR.
Execution of peer-to-peer transfers – 0 €
These are transactions between existing Sumup Pay users, based on the phone number. You can send and request money from other users using their phone numbers provided during profile registration
Adding money to your Wallet – 0 €
You can top up your balance using a saved card or by sending a bank transfer to your SumUp Pay profile using your SumUp Pay transfer details.
Saving a card to your profile – 0 €
You can add external cards to SumUp Pay and use it to add money to your Wallet and for payments via QR Codes and Payment Links when your balance is insufficient.
Non-cash withdrawals – 0 €
You can withdraw your Wallet balance to an external bank account.
Issuing a SumUp Pay Card – 0 €
You can issue a virtual debit Mastercard which can be used to spend your Wallet balance.
Outgoing and incoming transfers – 0 €
You can send and receive transfers within the SEPA (Single Euro Payments Area) clearance system.
Viewing your statements – 0 €
You can access and download your monthly statements and view your transaction history and balance.