Cleo is a digital payment service that offers bank-independent transactions directly from the consumer's bank account in a fast and secure manner. We provide a means to make direct payments from your online banking to an online merchant when purchasing goods or services. Our service is seamless, allowing both merchants and consumers to send and receive payments effortlessly. No registration is required to use Cleo, and we do not store any personal information that could be used to access your bank account. Cleo employs the highest encryption standards, in addition to the security systems provided by the bank.

Cleo collaborates with businesses across various sectors, including gaming, travel, and e-commerce. If you've made a purchase or deposit through Cleo and can't recall the details, you must contact the seller/company directly, as we do not have access to their internal systems."

As Cleo is not the receiving entity, we cannot issue any receipts or official documents. Only the merchant can provide you with this information since the payment belongs to them.We are a digital payment provider, acting as an intermediary between the consumer and the merchant. You made a purchase directly from the merchant. If you need a receipt, please contact the merchant's customer support.

Each payment is assigned a unique ID number when you complete the payment through Cleo´s iframe on the merchant's website. This ensures that the payment is automatically linked to the receiving merchant.

If the payment is manually made outside the payment iframe (initiated directly from your online bank) to Cleo's collective bank account, this unique ID number is not created, which means that the payment is not automatically associated with the receiving company.

If you made the payment directly from your online bank and wish to have it refunded, please contact us by submitting a request through our contact form and attach the payment receipt from your online bank, and we will assist you.

To be approved, the following information must be included in the payment receipt:

• Account holder's name
• Amount
• Transfer date
• Sender's account number
• Recipient's account number
• Reference

Please note that it may not be possible for us to identify your payment if you do not provide all the information above. Once we have identified and verified your payment, we can refund it to your bank account."

Cleo is a payment method, a way for you to pay directly to the company where you made a purchase. We are not the recipient of the payment; it is directly linked to the company through a unique ID. Cleo does not have control over funds associated with a company. If you need to request a refund, please contact the respective company where you made your purchase with your payment proof/receipt, and they will assist you.

The transaction limit is set by the online merchant or the bank and determines the maximum amount that can be transferred directly via Cleo. The message in the payment iframe indicates that you have exceeded the transaction limit for direct payments, and the transaction will not be credited to the online merchant immediately. When you see this message, in most cases, you can choose to proceed with the payment or cancel it.

Cleo cannot alter or adjust the limit, but you can still complete the payment. If you receive a message in the payment iframe that your payment exceeds the transaction limit, it may take up to 2 bank days before the payment is credited to the online merchant. In some cases, the payment may take longer, especially during holidays and festive seasons.