This policy explains how MytransfersEU (operated by MytransfersEU LLC) accepts and processes card payments, the security standards we rely on, the requirements that apply to a transaction, the risks involved, how disputes and complaints are handled, and how we cooperate with banks and law-enforcement authorities in cases of suspected fraud. It should be read together with our Privacy Policy, Data Processing Policy and Refund & Cancellation Policy.
1. Who processes your payment
All card payments are processed by Stripe (Stripe, Inc. and its regional affiliates), a global, regulated payment service provider, on behalf of MytransfersEU LLC. We use Stripe as our payment processor; we do not operate our own card-processing systems.
This means that when you pay, your card details are submitted directly to Stripe's secure environment. MytransfersEU does not see, handle or store your full card number, CVC/security code or PIN. We only receive a confirmation of the result (success or failure), a secure token, and limited information such as the card brand, the last four digits and the billing country, which we use for booking administration and fraud prevention.
2. How a payment works
- You confirm your booking and the amount payable, including any applicable taxes or fees, is shown to you before payment.
- You are directed to a secure Stripe payment page or field served over an encrypted connection.
- Stripe transmits the transaction to your card network and issuing bank for authorisation.
- Where required, your bank asks you to authenticate the payment (see section 4, 3D Secure / SCA).
- Once authorised, you receive confirmation and we receive notification that the payment succeeded.
3. Security and PCI DSS compliance
Card data is protected by industry-standard safeguards provided through Stripe:
- PCI DSS Level 1 — Stripe is certified as a PCI Service Provider Level 1, the highest level of certification available in the payments industry.
- Encryption in transit — card data is transmitted over TLS-encrypted connections (HTTPS). Sensitive data is encrypted at rest within Stripe's systems.
- Tokenisation — card numbers are replaced by secure tokens, so the actual card number is never exposed to or stored by MytransfersEU.
- Network and access controls — Stripe applies continuous monitoring, segmentation and strict access management to protect cardholder data.
4. 3D Secure and Strong Customer Authentication (SCA)
To reduce fraud and meet regulatory requirements, transactions may require an additional authentication step:
- 3D Secure 2 (3DS2) — you may be asked to verify the payment with your bank, typically via a one-time code (OTP) sent by SMS, a push notification, or biometric/app approval.
- SCA / PSD2 — for cards issued in the European Economic Area and the United Kingdom, Strong Customer Authentication is generally required by law and may be mandatory.
- If authentication fails or is not completed, the payment will be declined and the booking will not be confirmed until a successful payment is made.
5. Supported countries, cards and currencies
Payments are accepted from customers worldwide. Stripe can accept cards issued in virtually any country, subject to the card type being supported and your issuing bank authorising the transaction.
- Card brands — major networks including Visa, Mastercard, American Express and others supported by Stripe.
- Currencies — Stripe supports settlement and presentment in a wide range of currencies (135+). The amount may be charged in the currency shown at checkout; your bank may apply its own currency-conversion or cross-border fees, which are outside our control.
- Issuer discretion — even where a card is supported, the final decision to approve or decline always rests with your issuing bank. Some banks restrict international or online transactions by default.
6. Authorisations, holds and charges
Depending on the booking, we may place an authorisation (a temporary hold) on your card to verify funds before capturing the payment. Authorisation holds are not a charge and are released by your bank according to its own timelines if the payment is not captured. The final amount captured will match the amount you agreed at booking, plus any charges you separately authorise (for example, additional waiting time or route changes agreed in advance).
7. Fraud prevention and monitoring
To protect customers, card issuers and our business, every transaction is screened for fraud. We use Stripe Radar and our own checks, which assess risk signals in real time.
- High-risk or suspicious transactions may be subject to additional verification, manual review, delay or refusal.
- We may ask you to provide proof of identity, proof of card ownership, or other verification before confirming a booking.
- We reserve the right to decline, cancel or refund any transaction we reasonably believe to be fraudulent, unauthorised, or in breach of our Terms & Conditions, without liability for any resulting inconvenience.
- Repeated declined attempts, mismatched details or use of a card without the cardholder's authority may result in the booking being blocked.
8. Risks you should be aware of
- Declines — transactions can be declined by your bank for reasons we cannot see (insufficient funds, security blocks, incorrect details).
- Currency and bank fees — your bank may add conversion or international fees; exchange rates can fluctuate between authorisation and capture.
- Authentication failures — an incomplete 3D Secure step will prevent the payment from completing.
- Unauthorised use — you must only pay with a card you are authorised to use. Using someone else's card without permission is fraud and is treated as described in section 11.
9. Refunds
Eligible refunds are processed back to the original card via Stripe. Refund eligibility, amounts and timing are set out in our Refund & Cancellation Policy. Once we issue a refund, the time it takes to appear on your statement depends on your bank.
10. Chargebacks, disputes and complaints
If you believe a charge is incorrect, please contact us first — most issues can be resolved quickly and directly.
| Step | What to do |
|---|---|
| 1. Contact us | Email help@mytransfers.eu or message us on WhatsApp with your booking reference. We aim to acknowledge complaints promptly and resolve them fairly. |
| 2. Card issuer | If unresolved, you may raise a dispute (chargeback) with your card issuer. Card-scheme rules set the applicable time limits. |
| 3. Evidence | For disputed transactions, we and Stripe may submit evidence (booking records, communications, service details) to the card networks for review. |
We treat genuine complaints seriously and in good faith. We also reserve the right to contest chargebacks that we believe are unjustified, including cases of "friendly fraud" where a legitimate service was provided.
11. Fraud, abuse and cooperation with law enforcement
MytransfersEU LLC operates a zero-tolerance policy toward payment fraud, including the use of stolen, cloned or unauthorised cards, identity theft, and fraudulent chargeback abuse.
- Where fraud is suspected or detected, we may suspend or cancel the booking, withhold service, and report the matter to Stripe, the relevant card networks and your issuing bank.
- We cooperate fully with the police and other competent authorities and may report suspected criminal activity to law enforcement.
- In connection with the investigation or prevention of fraud, and as permitted by law, we may share relevant information (such as booking, transaction, device and contact details) with Stripe, banks, card networks, fraud-prevention agencies and law-enforcement authorities.
- Persons found to have attempted or committed payment fraud may be permanently refused service and may face civil and/or criminal liability.
12. Your payment data and privacy
How we handle the limited payment-related information we receive (and the legal bases for doing so) is described in our Privacy Policy and Data Processing Policy. Stripe processes your card data as an independent controller/processor under its own terms and privacy policy.
13. Changes to this policy
We may update this Payment Processing & Security Policy from time to time. The current version is always published on this page with the revision date shown above.
14. Contact
Questions about payments or security? Email help@mytransfers.eu or message us on WhatsApp +1 870 359 9016.
Company details: MytransfersEU LLC, a Delaware Limited Liability Company, registered office 1221 College Park Dr, Suite 116, Dover, DE 19904, USA. EIN: 42-3396586. Phone / WhatsApp: +1 870 359 9016. Email: help@mytransfers.eu.