1. Introduction
This Corrections Policy describes how Maven Pay Inc. and the MavenPay group correct mistakes in our customer-facing content, in the personal data we hold about a customer, in a transaction that we processed incorrectly, and in any other operational record where the mistake affects a customer or a member of the public.
This policy sits alongside our Factual Correction Policy, which deals specifically with factual statements published on a MavenPay surface that may have misled the public.
2. Our Commitment
When we make a mistake, we correct it, we tell the people who relied on the wrong information, and we record what happened. We do not hide a correction, we do not minimise the impact of a correction, and we do not retaliate against the person who brought the mistake to our attention.
3. What This Policy Covers
This policy applies to corrections of the following.
Personal data we hold about a customer, including identity-verification records, account profile fields, address fields, contact fields, and ownership and control fields for business customers.
Transaction records, including the amount, currency, counterparty, timestamp, status, and rate of a payment, a transfer, a card transaction, a crypto transaction, a refund, or a chargeback.
Statements, receipts, confirmations, and invoices that we issue to a customer.
Public-facing content on our marketing site, in our help centre, in our blog, in our developer documentation, in our public press materials, and in our public investor or partnership materials.
Internal records that feed regulatory reports, including transaction monitoring decisions, sanctions screening results, and dispute outcomes, where the underlying record is wrong.
This policy does not cover factual statements that may have misled the public on a MavenPay surface. Those are addressed in our Factual Correction Policy.
4. How To Request A Correction
If the mistake concerns personal data we hold about you, write to compliance@mavenpay.com from the email address on your MavenPay account. Tell us what is wrong, what the correct value is, and any supporting evidence.
If the mistake concerns a transaction on your account, write to support@mavenpay.com from the email address on your MavenPay account. Tell us the transaction reference, what is wrong, what you believe the correct information is, and any supporting evidence.
If the mistake concerns a public-facing piece of content, write to corrections@mavenpay.com and include the page where the content appears, the specific passage that is wrong, and what you believe the correct information is.
We do not require you to use a particular form. A clear plain-language message is enough.
5. What We Do When We Receive A Request
We acknowledge your request within two business days.
We investigate and respond within ten business days for personal-data and content corrections, and within thirty days for transaction corrections that require co-ordination with a counterparty bank, card network, or other infrastructure provider. If a request will take longer, we tell you the reason and a revised timeline.
If we agree the record is wrong, we correct it. We tell you the correction we made and the date we made it. Where the wrong information was visible to other people, including counterparties, recipients, or members of the public, we take appropriate steps to tell those people.
If we disagree that the record is wrong, we tell you why, we tell you the evidence we relied on, and we tell you the next steps available to you, including escalation to our Compliance Officer and, where applicable, to an external complaint mechanism.
6. Corrections We Initiate Ourselves
We also correct records when we discover a mistake ourselves through internal review, reconciliation, audit, or monitoring. When we do, we apply the same standard. We correct the record, we tell the affected customer or affected member of the public, and we record what happened.
For transaction errors that we caused, we make the customer whole for any direct financial loss in line with the applicable card-scheme rules, payment-system rules, and consumer-protection laws. Where the rules require restitution within a specific time, we meet that requirement.
7. Annotation Of Corrected Records
When we correct a record, we keep the original record where the law requires us to retain it. We annotate the original record with a clear marker that a correction has been made and a reference to the corrected record. We do not silently overwrite a record.
For public-facing content, when we correct a published page, we add a dated correction note to the page that describes the change in plain language. The correction note remains visible for the life of the page. We do not retroactively rewrite a published statement without disclosure.
8. Fairness
We do not treat a customer differently because the customer raised a correction request. We do not make a correction conditional on the customer accepting a release, a waiver, or a confidentiality undertaking that goes beyond what the law allows.
9. Confidentiality
We handle correction requests with the same confidentiality that applies to the underlying personal data. The personal data of the requester is processed under our Privacy Policy.
10. Record Keeping
We keep records of every correction request, the action we took, and the outcome. We retain those records for the period required by the law that applies to the underlying record. Annual summaries of correction volumes and categories are reported to senior management.
11. Interaction With Regulatory Obligations
Where a corrected record affects a report we have already filed with a competent authority, we file an amendment or a supplementary report as the law requires. We do this regardless of whether the correction is initiated by a customer or by us.
12. Contact
For personal-data corrections, write to compliance@mavenpay.com.
For transaction corrections, write to support@mavenpay.com.
For corrections to public-facing content, write to corrections@mavenpay.com.
13. Changes To This Policy
We may update this policy from time to time. When we make a material change, we will tell you in the MavenPay product or by email at least thirty days before the change takes effect. The current version of this policy and its effective date are shown at the top of this page.
