Applicability: This Google Wallet Balance Customer Service and Error Resolution Policy ("Policy") applies to Peer-to-Peer Payment Transactions and other Google Wallet Balance transactions (which transactions are collectively referred to as “Services” in this Policy) affecting a Customer. These Services are provided to you by Google Payment Corp. ("GPC").
This Policy does not apply to transactions with the Processing Service, or transactions with the Android Pay Virtual Card, or the Google Wallet Online Cards. Please see the Google Payments Terms of Service for information relating to these features.
Capitalized terms used in this Policy have the meanings stated in the Google Payments Terms of Service, unless otherwise defined in this Policy.
Section 1. Cancellation or Refunds Generally
Except as stated in the "Cancellation or Refunds of Peer-to-Peer Payments" section and the "EFT Error Resolution Policy" section below, 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 account for more information.
Section 3. Disputes Between Customers
Customers are solely responsible for disputes and GPC is not a party to and will not be responsible for any disputes between Customers.
Section 4. Cancellation or Refunds of Peer-to-Peer Payments
If you send money to a Recipient from your Google Wallet Balance or your Funding Account, GPC generally will make payments available to the Recipient no later than three (3) business days after GPC receives final settlement of your funding transaction. A requested P2P Payment is complete when funds are (1) credited to the Recipient’s Google Wallet Balance and are available for use or withdrawal by the Recipient or (2) directed by the Recipient to the Recipient's bank account (via the Recipient's debit card or the ACH network). The Recipient must either have or create a Google Payments Account in order for the funds to become available to him or her. Such Recipient may be required to take certain actions, such as providing Google Wallet with additional registration information, or accepting the Google Payments Terms of Service, prior to the funds becoming available. GPC is not responsible if the intended Recipient does not have or create such accounts to receive a P2P Payment. The Sender may request that GPC cancel the P2P Payment prior to completion of the P2P Payment as described above in this paragraph. The Sender may request cancellation of the P2P Payment by contacting GPC by calling us at 1-855-492-5538. GPC will use commercially reasonable efforts to cancel the P2P Payment upon request by the Sender. In the event that GPC is able to cancel the P2P Payment, the funds will be credited to the Sender’s Funding Account or Google Wallet Balance that was used to fund the P2P Payment. GPC may deduct applicable fees from the returned funds, to the extent permitted by applicable law. P2P Payments that have been completed as set forth in this paragraph are ineligible for cancellation.
Section 5. EFT Error Resolution Policy
This EFT Error Resolution Policy only applies to Google Wallet Balance transactions and P2P Payments subject to the Electronic Fund Transfer Act. In particular, we apply this EFT Error Resolution Policy to:
- Error claims by consumer Senders regarding P2P Payments funded by the Sender’s Google Wallet Balance, ACH debit from a checking or savings account, or debit card;
- Error claims regarding funds received by a Recipient to a Google Wallet Balance or debit card, or via ACH credit to a checking or savings account;
- Error claims regarding funds transferred from a Google Wallet Balance via ACH credit to a checking or savings account; and,
- Error claims on a Google Wallet Balance held by a consumer Customer.
A. Notification to GPC of An Error on Your Google Wallet Balance or with a P2P Payment
In the event that you think that there is an error in your P2P Payment or otherwise in your Google Wallet Balance, or you have questions or need more information about your P2P Payment, please contact us at 1-855-492-5538 or by using one of these forms.
We must hear from you via one of the methods described above no later than 60 days after we made available to you the FIRST statement or other documentation regarding your Google Wallet Balance or P2P Payment on which the problem or error appeared.
(1) Tell us your name and your email address associated with your Google Payments account.
(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.
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 Wallet Balance 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.
For errors involving new Google Payments Accounts or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new Google Payments Accounts, we may take up to 20 business days to issue a provisional credit to your Google Wallet Balance or Funding Account 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 account for the error, 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.
B. Unauthorized Payment Transactions
Statement of Your Liability. Please tell us IMMEDIATELY if you believe your Google Payments Account username and password have been lost or stolen. You may contact us via phone at: 1-855-492-5538 or email at our Contact Us page, or by writing to us at:
Google Payment Corp. – Complaints Handling
P.O. Box 727
Mountain View, CA 94042
Please be aware that you could lose all the money in your Google Wallet Balance.
If you inform us within 2 business days after you learn of the loss or theft of your Google Payments Account username and password, you can lose no more than $50 if someone used your Google Payments Account username and password 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 Payments Account username and password, and we can prove we could have stopped someone from using your Google Payments Account username and password without your permission if you had informed us, you could lose as much as $500.
Also, if your Google Wallet Balance statement shows P2P Payments that you did not make, please tell us at once. If you do not tell us within 60 days after the statement was made available to you, 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 P2P Payments. If you believe your Google Payments Account username and password has been lost or stolen or that someone has initiated a P2P Payment or otherwise transferred money from your Google Wallet Balance without your permission, contact GPC as indicated above in the "Statement of Your Liability" section.
Business Days. For purposes of these disclosures, the business days of GPC are Monday through Friday. Holidays are not included as Business Days.
C. Our Liability to You For Errors Involving Peer-to-Peer Payments and the Google Wallet Balance
If we do not complete a covered P2P Payment 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 Wallet Balance or Funding Account to make the P2P Payment or other transaction using your Google Wallet Balance.
(2) If the Service was not working properly and you knew about the problem with the Service when you started the P2P Payment or other transaction using your Google Wallet Balance.
(3) If circumstances beyond our control (such as fire or flood) prevent us from completing the P2P Payment or other transaction using your Google Wallet Balance, despite reasonable precautions that we have taken.
There may be other exceptions set forth in the Google Payments Terms of Service or this Customer Service and Error Resolution Policy.
Section 6. 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 P2P PAYMENT, 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 SENDER OF THE PRINCIPAL OF THE P2P PAYMENT 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 7. Information Regarding State Regulators.
Please see the website https://www.google.com/support/wallet/go/mtlicenses 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.