Applicability: This Google Pay Customer Service and Error Resolution Policy for Google Pay Account Transactions ("Policy") applies to Google Pay Balances and other Google Pay account transactions (which transactions are collectively referred to as “Services” in this Policy) affecting a Google Pay user (“Customer”). These Services are provided to you by Google Payment Corp. ("GPC").
This Policy also applies to your supervised users’ Google Pay Balance Prepaid Visa Card (“GPBP Card”) transactions. For more information about your GPBP Card and the associated prepaid account (“Card Account”) linked to your Balance in Google Wallet, please see your Google Pay Balance Prepaid Visa® Cardholder Agreement. The GPBP Card and Card Account are provided by Pathward®, N.A. (“Pathward”).
This Policy does not apply to transactions with the Processing Service for Third Parties or other Google Pay features. This Policy also does not apply to Google Pay features or other services provided to you by Google affiliates of GPC. Please see the Google Pay/Google Payments Additional Terms of Service (U.S.) for information relating to these features or other services. For purposes of these disclosures, the business days of GPC are Monday through Friday. Federal holidays are not business days.
Capitalized terms used in this Policy have the meanings stated in the Google Pay/Google Payments Additional Terms of Service (U.S.), unless otherwise defined in this Policy.
Section 1. Cancellation or Refunds Generally
Except as stated in the "EFT Error Resolution Policy" sections below, the Google Pay/Google Payments Additional Terms of Service (U.S.), the Google Pay Balance Prepaid Visa® Cardholder Agreement, or as otherwise required under applicable federal or state law, all payments processed through the Services are non-refundable to you. You may not use the Services to reverse, chargeback or cancel a completed payment transaction using the Services.
Section 2. Rights With Your Account Holding Financial Institution
In addition to the rights you have under this Policy, you also may have refund or other rights under your agreement with the financial institution holding your Funding Account. You would need to contact your financial institution and/or review your agreement with the financial institution governing your Funding Account for more information.
Section 3. Disputes With Merchants
Customers are solely responsible for disputes with merchants, and GPC is not a party to and will not be responsible for any disputes between a Customer and a merchant.
Section 4. EFT Error Resolution Policy
This Section 4 - EFT Error Resolution Policy only applies to Google Pay transactions subject to the Electronic Fund Transfer Act. In particular, we apply this Section 4 - EFT Error Resolution Policy to:
- Error claims regarding funds sent to or received by a consumer Customer to a Google Pay Balance from a debit card, or via ACH from a checking or savings account;
- Error claims regarding funds reflected in a Google Pay account, Google Pay Balance, or disbursement account (as applicable) transferred by a consumer Customer to a debit card, or via ACH to a checking or savings account;
- Error claims regarding funds transferred from a Google Pay Balance to a disbursement account;
- Error claims regarding purchases paid for with a Google Pay Balance or GPBP Card held by a consumer Customer or any other Google Pay Balance, or GPBP Card transaction of the consumer Customer; and
- Error claims on a Google Pay Balance held by a consumer Customer.
This EFT Error Resolution Policy DOES NOT apply to payments to a Seller through the Processing Service for Third Parties.
For Balance in Google Wallet balances and GPBP Card transactions, only the owner of the account (the designated Family Manager in Google Family Link) may submit disputes or file complaints / inquiries regarding the balance or related transactions or otherwise communicate with customer service regarding the balance or GPBP Card and related Card Account.
A. Notification to GPC of An Error on Your Google Pay Transaction or GPBP Card Transaction Subject To This Section 4 - EFT Error Resolution Policy
In the event that you think that there is an error in your Google Pay transaction, or GPBP Card transaction, or related to your Google Pay Balance subject to this Section 4 – EFT Error Resolution Policy, or you have questions or need more information about the Google Pay transaction, listed on a statement, transaction history or receipt, or GPBP Card transaction or your Google Pay Balance, please contact us as soon as you can by calling 1-888-986-7944, or by writing us at Google Payment Corp. – Complaints Handling P.O. Box 727, Mountain View, CA 94043. You can also dispute a GPBP Card transaction online by going to wallet.google.com and selecting “Report an issue” from the transaction you wish to dispute.
We must hear from you via one of the methods described above no later than 60 days after the earlier of the date you electronically access your account, if the error could be viewed in your electronic history, or the date we sent the FIRST written transaction history on which the problem or error appeared regarding the Google Pay transaction, or Google Pay Balance.
For Balance in Google Wallet balances and GPBP Card transactions, we must hear from you no later than 60 days after we made available to you the FIRST statement on which the problem or error appeared.
(1) Tell us your name and your email address associated with your Google Pay account, or, for GPBP Card transactions, your Card Account or GPBP Card number(s).
(2) Describe the error or the transfer you are unsure about and explain as clearly as you can why you believe it is an error or why you need more information.
(3) Tell us the dollar amount of the suspected error.
For your Google Pay Balance funded from a checking or savings account or from a debit card, we may extend this 60-day notification period if a delay resulted from your initial attempt to notify the financial institution holding your Funding Account.
If you tell us orally, we may require that you send us your complaint or question in writing within 10 business days.
We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will issue a provisional credit to your Google Pay Balance, funds held by us and reflected in your Google Pay account interface (if no activated Google Pay Balance), or Card Account (if related to a GPBP Card transaction) or Funding Account within 10 business days for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account. For disputed GPBP Card transactions, your provisional credit will be added to your Card Account and then transferred to your Balance in Google Wallet, as described in your Google Pay Balance Prepaid Visa® Cardholder Agreement.
For errors involving new Google Pay accounts or GPBP Cards, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new Google Pay accounts or GPBP Cards, we may take up to 20 business days to issue a provisional credit to your Google Pay Balance, funds held by us and reflected in your Google Pay account interface (if no activated Google Pay Balance), Funding Account or Card Account (if related to a GPBP Card transaction) for the amount you think is in error.
We will tell you the results within 3 business days after completing our investigation. If we decide that there was no error, we will send you a written explanation by email or U.S. mail. If we had issued a provisional credit to your Google Pay Balance, funds held by us and reflected in your Google Pay account interface (if no activated Google Pay Balance), Funding Account for the error or Card Account (if related to a GPBP Card transaction),, such credit will be reversed and the written explanation will include notice of such reversal. You may ask for copies of the documents that we relied on in making our determination that there was no error.
If you need more information about our error resolution procedures, call us at the telephone number shown above.
ALL QUESTIONS ABOUT YOUR GPBP CARD TRANSACTIONS OR YOUR GOOGLE PAY BALANCE FUNDED FROM A CHECKING OR SAVINGS ACCOUNT OR FROM A DEBIT CARD MUST BE DIRECTED TO US, GPC, AND NOT TO THE FINANCIAL INSTITUTION THAT MAINTAINS THE FUNDING ACCOUNT. We are responsible for the Services and for resolving any errors in your Google Pay transaction subject to this Section 4 – EFT Error Resolution Policy.
B. Unauthorized Payment Transactions
Statement of Your Liability. Please tell us IMMEDIATELY if you believe your Google Pay account username and password or your GPBP Card or PIN, or any related device, has been lost or stolen, or if you believe that an electronic fund transfer has been made without your permission. You may contact us by calling 1-888-986-7944, or by writing to us at:
Google Payment Corp.
Complaints Handling P.O. Box 727
Mountain View, CA 94043
You can also dispute a GPBP Card transaction online by going to wallet.google.com and selecting “Report an issue” from the transaction you wish to dispute.
Please be aware that you could lose all the money in your Google Pay Balance or held by us and reflected in your Google Pay account interface (if no activated Google Pay Balance) or your Funding Account.
If you inform us within 2 business days after you learn of the loss or theft of your Google Pay account username and password or your GPBP Card or PIN, you can lose no more than $50 if someone used your Google Pay account username and password or GPBP Card without your permission. However, if you do NOT inform us within 2 business days after you learn of the loss or theft of your Google Pay account username and password or your GPBP Card or PIN, and we can prove we could have stopped someone from using your Google Pay account username and password or GPBP Card without your permission if you had informed us, you could lose as much as $500.
Also, if your Google Pay account statement or transaction history shows GPBP Card transactions or other transfers that you did not make, please tell us at once. If you do not tell us within 60 days after the earlier of the date you electronically access your account, if the unauthorized transaction could be viewed in your electronic history, or the date we sent the FIRST written transaction history on which the unauthorized transfer is reflected or, for transactions relating to your Balance in Google Wallet and GPBP Card transactions, within 60 days after the statement was made available to you on which the unauthorized transfer is reflected, you may not get back any money you lost after the 60 days if we can prove that we could have stopped someone from taking the money if you had told us in time.
If a good reason (such as a long trip or a hospital stay) prevents you from informing us within the 60-day time period, we may extend the time periods.
Contact in event of unauthorized Google Pay account, GPBP Card transactions, or Google Pay Balance transfers. If you believe your Google Pay account username and password, your GPBP Card or PIN has been lost or stolen or that someone has initiated a GPBP Card transaction or otherwise transferred money from funds we hold and reflect in your Google Pay account (if no activated Google Pay Balance) or your Google Pay Balance without your permission, contact GPC as indicated above in the "Statement of Your Liability" section.
C. Our Liability to You For Errors Involving Google Pay Transactions or GPBP Card Transactions Subject To This Section 4 - EFT Error Resolution Policy
If we do not complete a Google Pay transaction or GPBP Card transaction subject to this Section 5 – EFT Error Resolution Policy on time or in the correct amount according to our Terms of Service agreement, we will be liable for your losses or damages to the extent required under the federal Electronic Fund Transfer Act. However, there are some exceptions. We will not be liable, for instance:
(1) If, through no fault of ours, you do not have enough money in your Google Pay Balance, funds held by us and reflected in your Google Pay account interface (if no activated Google Pay Balance) or other Payment Method to make the Google Pay transaction, or GPBP Card transaction;
(2) If, through no fault of ours, a merchant refuses to accept your GPBP Card or honor a transaction using your Google Pay Balance or other Payment Method;
(3) The merchant authorizes an amount greater than the purchase amount;
(4) If the Service was not working properly and you knew about the problem with the Service when you started the Google Pay transaction or GPBP Card transaction;
(5) If the transaction information supplied by you or a third party is incorrect or untimely;
(6) If circumstances beyond our control (such as fire, flood, loss of Internet connection, payment network outage or acts, omissions or directives of processors, financial institutions, payment networks or regulatory authorities) prevent us from completing the Google Pay transaction, or GPBP Card transaction, despite reasonable precautions that we have taken;
(7) If access to or use of your GPBP Card or Google Pay account has been blocked after you reported your GPBP Card or PIN or login credentials lost or stolen;
(8) If there is a hold or your funds are subject to legal process or other encumbrance restricting their use;
(9) If the transaction is restricted by us or a financial institution because of potentially suspicious activity;
(10) If we have reason to believe the requested transaction is unauthorized; or
(11) If you are not a U.S. resident, do not create a Google Pay account or do not take any other required actions necessary to complete a transaction.
This list is not exhaustive. There may be other exceptions set forth in the Google Pay/Google Payments Additional Terms of Service (U.S.), this Policy or our other agreements with you. Please see the Google Pay Balance Prepaid Visa® Cardholder Agreement for details on Pathward’s liability for failure to complete transactions.
Section 5. DISCLAIMER OF ANY OTHER LIABILITY. EXCEPT AS OTHERWISE STATED ABOVE OR AS PROVIDED BY LAW, IN NO EVENT SHALL GPC BE LIABLE FOR DAMAGES FOR DELAY, NONDELIVERY, NONPAYMENT OR UNDERPAYMENT OF A PAYMENT TRANSACTION, WHETHER CAUSED BY AN ACT OR OMISSION OF GPC, ITS EMPLOYEES, AGENTS OR OTHERWISE. THE SOLE REMEDY AGAINST GPC SHALL BE LIMITED TO REFUND TO CUSTOMER OF THE PRINCIPAL OF THE PAYMENT TRANSACTION AMOUNT PLUS FEES AND CHARGES, EXCEPT AS OTHERWISE PROVIDED BY LAW. IN NO EVENT SHALL GPC BE LIABLE FOR SPECIAL, INDIRECT, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES EXCEPT AS OTHERWISE PROVIDED BY LAW.
Section 6. Information Regarding State Regulators.
Please see the website https://support.google.com/googlepay/answer/7160765?hl=en for a list of the jurisdictions in which Google Payment Corp. holds a money transmitter or other license and information on how to contact the regulatory authority in those jurisdictions.
(07-22-2026)