Frequently asked questions

It is the trading name we charge under for the services we provide: personal entertainment and self-development consultations answered by phone or online, and the prepaid vouchers that pay for them. The company behind it is named in the legal notice.

Neither. AndalPay is not a payment institution, an electronic money institution or a credit institution. Nor does it collect money on behalf of third parties: it is simply the name we invoice under for what we sell ourselves, the same way any shop charges for its own goods.

Because it is the name we charge under, and that is the name that reaches your bank. It is the same thing that happens whenever a group’s name and a shop’s name are different. If you don’t recognise the charge, write to us and we will tell you exactly what was booked, when and through which channel.

No. What we keep of the card is the last four digits and nothing else: not the full number, not the expiry date, not the security code. If you paid online, the details are entered on the bank’s own payment page and never reach our systems; if you paid by phone, the person who answered entered them and they were transmitted encrypted to the bank without being stored.

We comply with the PCI DSS standard, version 4.0, which governs how card data must be handled, and we attest to it every year with our acquiring bank. Online payments run over HTTPS and go through strong customer authentication with 3-D Secure: you confirm them yourself in your bank’s app.

Never. Not by email, not by WhatsApp, not by SMS, and not through a form on this website. Card details are only ever entered on the bank’s payment page or given during a call you started yourself. If you get a message in our name asking for them, it is not from us: send it to us and we will report it.

Write to us from the “Unrecognised charge” page with the amount and the date shown on your statement. We find the transaction and reply within 48 working hours. If the charge should not have been taken, we refund it.

Through the same form. A refund always goes back to the payment method it was taken from — we cannot send it to a different card or account — and the money takes between three and ten working days to appear, depending on your bank.

Yes — it is your right and this form takes nothing away from it. We only ask for the chance to fix it first: a refund we process usually takes days, while a claim through your bank takes weeks.