E-MONEY COMPLAINT POLICY

The main objective of the Boku Customer Support Service is to provide friendly support to our customers and do it as efficiently as possible. Where necessary, we also act as the liaison between you and the merchant for issues that require merchant intervention to resolve.

Boku provides multi-lingual customer service worldwide via 3 methods:

  • Portal: All customers are able to submit tickets to our team 24 hours a day through our support portal located at http://www.boku.com/support. We also have multiple FAQs in a range of different languages to allow you to independently find the answer to any common issues. Our team aims to respond to tickets submitted within 24-48 business hours.
  • Email: Although submitting a ticket via Boku’s support portal enables a faster resolution since information required to investigate the complaint is collected on the first request, Boku provides support via email as well. The primary email address is [email protected]; however we have alternative email addresses to ensure contacts are routed to our representatives who speak the local language of the customer, enabling our team to respond promptly to requests. The relevant email address can be found on Boku’s payment panel and the SMS received when making a payment. As with tickets, our team aims to respond to emails submitted within 24-48 business hours.
  • Phone: We provide first line support in over 20 languages. We also support over 100 languages through a real-time translation service. Boku’s support lines are open during business hours for the local market, and we answer the majority of phone calls within 90 seconds.

Our goal is to provide a resolution on our first reply, but if an issue requires additional investigation with either you or one of our partners (merchants), we’ll provide regular updates on the development of the case until a resolution is found. If for any reason you are dissatisfied with the handling of your enquiry, we encourage you to contact our support again and request to speak to an escalations specialist or supervisor who will prioritise your request. If you continue to be dissatisfied, you can refer your complaint to the Financial Ombudsman Service, details of which are documented in point 7 of BOKU TERMS OF USE (EUROPEAN ECONOMIC AREA E-MONEY TERMS).