Terms of Use

Sonect UAB Europe Terms of Use V 2.0. 2026-06-01 Effective date: 2026-06-01

1 Contracting party, scope and acceptance

These Terms of Use govern the use of payment services, electronic money services, cash placement and withdrawal services, payment initiation services, account information services, currency exchange services, payment instruments, acquiring services and related functionality provided by Sonect UAB Europe, legal entity code 305152431, registered office at A. Goštauto g. 8-227, LT-01108 Vilnius, Lithuania ("SONECT Europe", "we", "us" or "our").

SONECT Europe is an electronic money institution licenced by the Bank of Lithuania under electronic money institution licence No. 47, issued on 25 April 2019. SONECT Europe is supervised by the Bank of Lithuania, Gedimino pr. 6, LT-01103 Vilnius, Lithuania, telephone +370 800 50 500, website www.lb.lt. Data about SONECT Europe are collected and stored in the Register of Legal Entities of the Republic of Lithuania.

These Terms apply to Clients who register in the SONECT Europe system, open or use an Account, use the App, hold or redeem electronic money, initiate or receive Payment transactions, use cash withdrawal or cash placement functionality, use payment initiation or account information services where made available, or act as Merchants in the SONECT Europe network.

A Client accepts these Terms when the Client creates an account, completes registration, signs or electronically accepts these Terms, uses the Services, or continues using the Services after an amendment takes effect in accordance with section 23. These Terms apply together with the Fee Schedule, product-specific terms, merchant agreements, the Privacy Policy, the Cookie Policy, in-app instructions and any mandatory rules of payment schemes, account servicing payment service providers or settlement partners. If there is a conflict, mandatory law prevails, followed by product-specific terms for the relevant product, followed by these Terms.

2 Definitions

Term	Meaning
Account	The electronic money and payment account opened or used by a Client with SONECT Europe.
App	The SONECT mobile application and related digital interfaces through which the Services are accessed.
Business Day	A day on which SONECT Europe is open for business and performs activities necessary to execute Payment transactions. Saturdays, Sundays and Lithuanian public holidays are not Business Days.
Client	A natural or legal person who uses or has requested to use the Services as payer, payee, electronic money holder, Merchant or payment service user.
Consumer	A natural person acting for purposes outside that person’s trade, business, craft or profession.
Electronic Money	Electronically stored monetary value issued by SONECT Europe on receipt of funds, representing a claim on SONECT Europe, issued for making Payment transactions and accepted by persons other than SONECT Europe.
Fee Schedule	The current fees, charges, commissions and currency exchange information displayed in the App, on the website, in the Client’s Account, in a merchant agreement or on another durable medium.
Merchant	A Client accepted by SONECT Europe to distribute cash, accept payments, provide cash placement or withdrawal support, or otherwise participate in the Services in a business capacity.
Payment Instrument	A personalised device, procedure or set of procedures agreed between the Client and SONECT Europe and used to initiate Payment orders or access the Account.
Payment Order	An instruction by the payer or payee to execute a Payment transaction.
Payment Transaction	Placing, transferring, withdrawing or redeeming funds, whether initiated by the payer, on behalf of the payer, or by the payee.
Personalised Security Credentials	Personalised features provided or accepted by SONECT Europe for authentication, including credentials, codes, app authentication, device binding, biometric authentication or other security elements.
Reference Account	The verified bank or payment account in the Client’s own name used for settlement, top-up, payout, debit, refund or redemption purposes.
Services	The services made available by SONECT Europe under these Terms.
Strong Customer Authentication	Authentication using two or more independent elements categorised as knowledge, possession and inherence, designed to protect the confidentiality of authentication data.
Unique Identifier	The IBAN, account number, BIC, phone number, payment reference or other identifier required by SONECT Europe to identify the payee, account, payment service provider or transaction.

3 Services provided by SONECT Europe

SONECT Europe may provide one or more of the following Services, only where the relevant Service is made available to the Client in the App, Client Account, website, merchant agreement or other product-specific terms:

opening and operating electronic money and payment accounts;
issuing, distributing and redeeming Electronic Money;
executing Payment transactions, including credit transfers, direct debits, card or similar-device transactions and standing orders;
issuing Payment Instruments and acquiring Payment transactions;
services enabling cash to be placed on a payment account and related operations;
services enabling cash withdrawals from a payment account and related operations;
payment initiation services and account information services, where technically and legally available;
currency exchange services where SONECT Europe makes them available; and
ancillary services necessary for onboarding, security, support, transaction monitoring, reporting, settlement, dispute handling and compliance.

The availability, limits, currencies, countries, execution methods and functionality of each Service may differ by Client type, onboarding status, risk profile, merchant configuration, payment partner, payment scheme, currency and jurisdiction. SONECT Europe does not provide deposit-taking, credit, investment, insurance or crypto-asset services under these Terms unless a separate product-specific agreement expressly states otherwise and the relevant licence or permission is held.

4 Eligibility, registration and account opening

A Consumer must be at least 18 years old and have legal capacity to enter into these Terms. A legal person must be duly incorporated or otherwise legally established, must act through authorised representatives, and must provide evidence of legal existence, ownership and authority to act.

To open or use an Account, the Client must complete registration, provide all information and documents requested by SONECT Europe, accept these Terms, and pass SONECT Europe’s onboarding, customer due diligence, sanctions, fraud and risk checks. SONECT Europe may refuse registration, refuse to open an Account, refuse a limit increase or refuse a Service where the Client does not pass these checks or where SONECT Europe is not legally, operationally or commercially able to provide the relevant Service.

The Client confirms that all information and documents provided to SONECT Europe are complete, accurate, current and not misleading. The Client must update changed information without delay and in any case no later than five Business Days after the change, including changes to name, address, contact details, tax residence, business activity, ownership, beneficial ownership, authorised representatives, Reference Account, Merchant premises, source of funds or source of wealth.

The Account becomes active only after SONECT Europe approves the Client. SONECT Europe may require additional information or re-verification before activation, continuation, restoration or expansion of the Services.

5 Client due diligence, AML, sanctions and ongoing monitoring

SONECT Europe applies customer due diligence, enhanced due diligence where required, ongoing monitoring, sanctions screening, fraud monitoring, transaction monitoring and recordkeeping in accordance with Lithuanian and EU anti-money laundering, counter-terrorist financing, sanctions, payment services and financial-market requirements.

The Client must provide all information and documents reasonably requested by SONECT Europe to identify and verify the Client, the Client’s representative, beneficial owners, controlling persons, ownership and control structure, source of funds, source of wealth, intended transaction purpose, business activity, transaction counterparties, Reference Account, Merchant premises, tax information, sanctions status, PEP status and other compliance matters.

SONECT Europe may use remote identification, electronic identification, video transmission, photo transmission, qualified trust services, registry data, public sources, third-party verification tools and other methods permitted by applicable law. SONECT Europe may require original documents, notarised copies, apostilles, translations or additional confirmations where risk, law or internal policy requires.

The Client must not use the Services for money laundering, terrorist financing, sanctions evasion, fraud, tax evasion, illegal gambling, illegal goods or services, mule activity, straw-person activity, fictitious transactions, transaction splitting, circumvention of limits, misuse of cash services, misuse of payment instruments, or any other unlawful or prohibited purpose.

SONECT Europe may refuse onboarding, refuse a Payment transaction, delay execution, request additional information, reduce limits, block funds, suspend the Account, terminate the relationship or report to the Bank of Lithuania, the Financial Crime Investigation Service, law enforcement, sanctions authorities, account servicing payment service providers or other competent authorities where required or permitted by law, regulatory expectations, sanctions requirements, payment scheme rules, risk controls or internal policies. Where SONECT Europe identifies a suspicious monetary operation or transaction requiring mandatory suspension under Lithuanian AML/CFT law, SONECT Europe may suspend the operation or transaction and report it to the Financial Crime Investigation Service within the statutory deadline. Where the Client refuses or avoids providing information required for AML/CFT, sanctions, fraud-prevention or customer due diligence purposes, SONECT Europe may refuse to execute the operation, discontinue the transaction or terminate the business relationship. SONECT Europe may be legally restricted from explaining the reasons for such action.

6 Account, Electronic Money, safeguarding and no deposit guarantee

Funds received by SONECT Europe for the issuance of Electronic Money are credited to the Client’s Account and Electronic Money is issued at par value on receipt of funds. Electronic Money represents a claim on SONECT Europe. Electronic Money is not a deposit, does not bear interest, is not repayable with interest, and is not covered by a deposit guarantee scheme.

SONECT Europe safeguards Client funds in accordance with applicable Lithuanian and EU requirements by separating Client funds from SONECT Europe’s own funds and holding them in designated safeguarding accounts with eligible credit institutions or other permitted safeguarding institutions. Safeguarding does not make the Account a bank account or deposit account.

The Client may request redemption of Electronic Money at any time by transferring funds to the verified Reference Account or another account accepted by SONECT Europe, or by using another redemption method made available by SONECT Europe. Electronic Money is redeemed at par value. SONECT Europe does not charge a separate redemption fee unless the fee is expressly disclosed, proportionate and permitted by law. Normal disclosed fees for the relevant payment method, currency conversion, failed payment, return or third-party charge may apply where legally permitted.

Upon termination, SONECT Europe will redeem remaining Electronic Money to the verified Reference Account or another account accepted by SONECT Europe, unless redemption is delayed or restricted by law, sanctions, AML/CFT requirements, fraud controls, payment partner rules, a dispute, a negative balance, a chargeback, a reversal, a legal claim or incomplete information from the Client.

7 Limits and balances

SONECT Europe may apply limits to Account balances, Wallet balances, top-ups, withdrawals, transfers, cash placement, cash distribution, payment initiation, account information access, currency exchange, settlement and redemption. Limits may be based on law, licence scope, product design, Client type, Consumer status, Merchant status, risk profile, customer due diligence level, country, currency, payment method, transaction history, security status and payment partner requirements.

Limit area	Rule
Consumer basic limits	After basic registration, a Consumer may be subject to basic monthly, annual, per-transaction and balance limits shown in the App or Client Account.
Increased limits	SONECT Europe may increase limits only after additional checks are completed. Increased limits remain subject to lower regulatory, risk, security or product limits.
Merchant limits	Merchant cash distribution, cash placement, settlement, payout, commission and balance limits may be set in the merchant agreement, App or Client Account.
Wallet or Account balance	SONECT Europe may set maximum balances and may require payout, redemption or transfer of balances that exceed applicable limits.
Risk controls	SONECT Europe may apply lower limits, delays, additional checks or refusal where required by law, sanctions, AML/CFT, fraud prevention, payment partner rules or internal risk controls.

8 Reference Account

SONECT Europe may require charges, debits, credits, payouts, reversals, refunds, redemptions and settlements to be made through a verified Reference Account. The Reference Account must be in the Client’s own name unless SONECT Europe expressly accepts another arrangement permitted by law.

SONECT Europe may request evidence that the Reference Account belongs to the Client. SONECT Europe may reject or delay settlement, top-up, payout or redemption where the Reference Account cannot be verified, has been closed, is inconsistent with onboarding data, creates AML/CFT, sanctions, fraud or security concerns, or is not supported by SONECT Europe’s operating model.

9 Payment orders, consent and execution

A Payment transaction is authorised only where the Client gives consent in the form and manner required by SONECT Europe. Consent may be given in the App, Client Account, payment flow, pop-up confirmation, PIN, biometric authentication, Strong Customer Authentication, merchant interface, API or other method accepted by SONECT Europe.

Before confirming a Payment order, the Client must check the amount, currency, payee, Unique Identifier, Reference Account, fee, exchange rate, funding source, Merchant location and other transaction details. SONECT Europe executes Payment orders on the basis of the Unique Identifier. If the Unique Identifier is incorrect, SONECT Europe is not liable for non-execution or defective execution caused by that incorrect Unique Identifier, but will make reasonable efforts required by law to recover the funds.

SONECT Europe may check whether the Unique Identifier corresponds to the payee name or other payee details where such verification is required by law, made available by a scheme or payment partner, or used by SONECT Europe as a fraud-prevention control. SONECT Europe may refuse or delay execution where a mismatch, incomplete data, sanctions risk, fraud risk, AML/CFT risk or technical issue is detected.

A Payment order is received when it reaches the SONECT Europe system in the required form. If a Payment order is received on a non-Business Day or after the applicable cut-off time, it is treated as received on the next Business Day unless the relevant product flow or applicable law provides otherwise.

10 Execution times, refusals, revocation and refunds

SONECT Europe executes Payment orders within the time limits required by applicable law, these Terms, the Fee Schedule, the App, product-specific terms or the relevant payment scheme. Euro credit transfers within Lithuania and the EEA are executed in accordance with applicable Lithuanian and EU requirements. Where SONECT Europe offers standard euro credit transfers from a payment account and the relevant Client, account and payment flow fall within the scope of Regulation (EU) 2024/886, SONECT Europe provides receiving and sending of instant euro credit transfers in euro in accordance with applicable instant payment requirements, including availability, execution, verification, screening, rejection and information requirements. Where a specific Client, account, payment flow or transaction is outside that scope or is not technically eligible, SONECT Europe will state this in the App, Client Account or product-specific terms.

The Client may revoke consent to a Payment order only before the point of irrevocability under applicable law and the relevant product flow. A Payment order initiated by or through the payee cannot normally be revoked after the Client gives consent to the payee. A future-dated or standing Payment order may be revoked no later than the end of the Business Day before the agreed execution date, unless applicable law gives the Client a longer period.

SONECT Europe may refuse to execute a Payment order where execution conditions are not met, the Account lacks sufficient funds, required information is missing, the Unique Identifier is invalid, the Service is not available, the transaction would breach limits, law, sanctions, AML/CFT requirements, payment partner rules, security controls or these Terms, or where SONECT Europe reasonably suspects fraud or unauthorised use. SONECT Europe will inform the Client of the refusal and, where possible, the reasons and available correction steps, unless this is technically impossible or prohibited by law.

Where funds are credited incorrectly, returned, recalled or recovered, SONECT Europe may correct the Account, reverse entries, debit or credit the Account, cooperate with other payment service providers, and provide information required by law for recovery proceedings.

11 Payment initiation and account information services

Where SONECT Europe makes payment initiation services available, the Client may request SONECT Europe to initiate a Payment order from a payment account held with another payment service provider. Where SONECT Europe makes account information services available, the Client may request SONECT Europe to access and display consolidated information from one or more payment accounts held with another payment service provider.

These services are provided only with the Client’s explicit consent and only where the relevant payment account is accessible online. SONECT Europe identifies itself to the account servicing payment service provider and communicates securely using the applicable interface, API or other method permitted by law. SONECT Europe does not hold the payer’s funds when providing payment initiation services or account information services alone.

SONECT Europe does not request, use, access or store data other than what is necessary to provide the service explicitly requested by the Client, and does not store sensitive payment data. SONECT Europe does not modify the amount, payee or other feature of the transaction when providing payment initiation services. If an account servicing payment service provider denies access for objectively justified reasons relating to unauthorised or fraudulent access, SONECT Europe will act in accordance with applicable law and notify the Bank of Lithuania where required.

12 Cash placement, cash withdrawal and Merchant cash services

Where cash placement or cash withdrawal services are made available, the Client may use the App and Account to place cash on a payment account or withdraw cash from a payment account through authorised Merchant locations or other channels approved by SONECT Europe.

A Merchant may provide a SONECT Europe cash service only where the corresponding transaction has been authorised in the SONECT Europe platform and only at the registered shop premises or business location approved by SONECT Europe, unless SONECT Europe expressly approves another operating model in writing.

A Client may reject cash before accepting it where banknotes or coins are not intact, are polluted, are suspected of being counterfeit, are invalid, or show other abnormalities. The Client must raise the issue immediately and before leaving the Merchant premises. If the Client accepts cash and later alleges an issue, the Client must notify SONECT Europe support without delay and provide all evidence reasonably requested.

Any dispute between a Client and a Merchant involving cash, payment, rejected banknotes or coins, suspected counterfeit currency, failed settlement, reversal, receipt, fee or transaction error must be reported to SONECT Europe support immediately after the transaction. Both parties must cooperate in good faith and provide transaction references, receipts, screenshots, cash details, location, time, staff details and other evidence requested by SONECT Europe.

13 Merchant obligations

A Merchant must maintain sufficient internal controls over employees, representatives, tills, cash registers, POS systems, accounting systems, receipts, invoices, transaction records and cash handling processes used for the Services. The Merchant remains responsible for acts and omissions of its employees, representatives and agents in connection with the Services.

A Merchant that provides cash placement or cash withdrawal services must have an electronic cash register, POS system, accounting software or other system that records an audit trail of transactions, issues printed or digital receipts containing mandatory information, supports invoicing where required, and allows SONECT Europe or competent authorities to verify the relevant transaction records where legally permitted.

A Merchant must ensure that employees who perform SONECT Europe Services are trained in the App flow, cash handling, counterfeit detection, damaged or invalid banknotes and coins, customer interaction, fraud prevention, AML/CFT and sanctions red flags, escalation procedures and any written instructions provided by SONECT Europe.

The Merchant must immediately escalate to SONECT Europe any suspected counterfeit cash, transaction splitting, mule or straw-person activity, use of another person’s device or Account, attempted circumvention of limits, unusual customer behaviour, suspected fraud, sanctions concern, payment reversal abuse, employee misconduct, or other activity that may indicate misuse of the Services.

The Merchant is not authorised to perform SONECT Europe’s customer due diligence duties, approve Clients, approve limit increases, override risk decisions, bypass App controls, waive verification requirements or decide whether a suspicious transaction is reportable unless SONECT Europe has expressly authorised this in writing and the Merchant follows SONECT Europe’s written instructions and applicable law.

14 Fees, charges, exchange rates and statements

Fees, charges, commissions and exchange rates are set out in the Fee Schedule, App, Client Account, website, merchant agreement or other durable medium. SONECT Europe provides fee and exchange-rate information before the Client confirms a chargeable Payment transaction where required by law.

Fees are normally quoted in euro unless stated otherwise. Fees may be deducted from the Account balance, Wallet balance, payout, commission or other amount payable to the Client where permitted by law. If the Account balance is insufficient, SONECT Europe may refuse to execute the Service, invoice the Client, offset permitted amounts, or take other action permitted by these Terms and law.

Where currency conversion is available, the applicable exchange rate and charges are displayed before the Client confirms the Payment order. Exchange rates may change immediately and without separate prior notice where they are based on reference exchange rates, market rates or rates displayed in the App before confirmation.

SONECT Europe provides transaction information and statements in the Client Account or on another durable medium. For Consumers, SONECT Europe provides a statement of fees related to the Account free of charge where required by law, including after closure for the relevant period required by law.

15 Security, Strong Customer Authentication and Payment Instruments

The Client must keep the mobile device, SIM card, App credentials, Personalised Security Credentials, passcodes, biometric access, authentication tools, email account and other security elements safe and confidential. The Client must not disclose credentials to unauthorised persons, must not allow another person to use the Account, must not bypass security controls, and must not use rooted, jailbroken, compromised or unsafe devices where this creates security risk.

SONECT Europe applies Strong Customer Authentication where required by law or risk controls, including when the Client accesses the Account online, initiates an electronic Payment transaction, or carries out an action through a remote channel that may imply risk of payment fraud or other abuse. SONECT Europe may apply exemptions where permitted by law and SONECT Europe’s risk controls.

The Client must notify SONECT Europe immediately through the App support function or [email protected] if the Client suspects loss, theft, unauthorised access, credential disclosure, SIM swap, device takeover, malware, phishing, unauthorised transaction or other security incident. SONECT Europe may block the Account, Payment Instrument or affected Service after such notice or where SONECT Europe independently detects risk.

16 Unauthorised or incorrectly executed transactions

The Client must review Account information and transaction statements regularly and notify SONECT Europe without undue delay after becoming aware of an unauthorised or incorrectly executed Payment transaction. A Consumer must notify SONECT Europe no later than 13 months after the debit date, unless SONECT Europe failed to provide or make available the required transaction information.

Where a Consumer denies authorising a Payment transaction or claims that a Payment transaction was incorrectly executed, SONECT Europe must prove that the transaction was authenticated, accurately recorded, entered in the accounts and not affected by a technical breakdown or other deficiency in the Services.

Where an unauthorised Payment transaction is confirmed, SONECT Europe refunds the amount of the unauthorised transaction and restores the Account to the state in which it would have been had the unauthorised transaction not taken place, without undue delay and no later than by the end of the following Business Day, unless SONECT Europe has reasonable grounds to suspect fraud and notifies the Bank of Lithuania where required.

A Consumer may be liable for up to EUR 50 of losses resulting from use of a lost, stolen or misappropriated Payment Instrument, unless the loss, theft or misappropriation was not detectable before the payment, the loss was caused by acts or omissions of SONECT Europe or its outsourced service provider, or mandatory law provides otherwise. This limit does not apply where the Consumer acted fraudulently or with intent or gross negligence failed to comply with security duties.

A Client who is not a Consumer bears the losses and liabilities set out in these Terms, any merchant agreement and mandatory law. To the extent permitted by the Lithuanian Law on Payments, the parties agree that statutory provisions that may be derogated from for non-consumers are modified by these Terms and any applicable merchant agreement.

17 Information accompanying transfers of funds

SONECT Europe may collect, verify, store, transmit and screen payer and payee information required to accompany transfers of funds, including under Regulation (EU) 2023/1113 and related Lithuanian and EU AML/CFT requirements. This may include names, account numbers, payment account identifiers, address, official personal document number, customer identification number, date and place of birth, legal entity identifiers and other required information.

The Client must provide accurate and complete payer, payee, transaction and purpose information. SONECT Europe may reject, delay, suspend, return or request additional information for a transfer where required information is missing, incomplete, inconsistent or raises AML/CFT, sanctions, fraud or other compliance concerns.

18 Prohibited use, blocking, suspension and termination by SONECT Europe

SONECT Europe may block, suspend, restrict, refuse or terminate access to the Account, Payment Instrument, Wallet, App or any Service immediately and without prior notice where SONECT Europe has reasonable grounds to believe that:

a legal, regulatory, Bank of Lithuania, FCIS, sanctions, AML/CFT, fraud, security, payment partner or scheme requirement applies;
the Client has breached these Terms, provided false or incomplete information, failed verification, refused to cooperate, or misused the Services;
the Account, device, Reference Account, Merchant location, transaction pattern, country, currency or counterparty presents elevated risk;
an authority, court, regulator, payment partner, bank, payment scheme, account servicing payment service provider or law enforcement body requires or requests action;
continuing to provide the Service would expose SONECT Europe, Clients, Merchants, payment partners, the financial system or the public to legal, financial, operational, security or reputational risk; or
urgent maintenance, cyber-security, operational resilience, system integrity or technical incidents require temporary suspension.

Where reasonable and legally permitted, SONECT Europe will inform the affected Client of the main reason and available support channel. SONECT Europe may be prohibited from informing the Client where doing so would breach law, regulatory instructions, AML/CFT requirements, sanctions rules, fraud controls or security obligations.

19 Complaints and disputes

A Client may submit complaints or support requests through the App support function, the Client Account or [email protected]. The complaint should include the Client’s name, contact details, Account or transaction reference, date, amount, Merchant location where relevant, screenshots, receipts, bank or payment evidence, and a clear description of the issue and requested remedy.

SONECT Europe examines complaints free of charge where required by law. For complaints relating to payment services from Consumers, SONECT Europe provides a complete, reasoned and documented reply within 15 Business Days of receipt. In exceptional cases, where the reply cannot be provided within 15 Business Days for reasons beyond SONECT Europe’s control, SONECT Europe may extend the deadline up to 35 Business Days and will inform the Consumer of the reasons for the delay and the deadline for the final reply.

Before applying to the Bank of Lithuania for out-of-court settlement of a consumer dispute, a Consumer must first submit a written claim to SONECT Europe no later than within three months from the day on which the Consumer became aware of the alleged violation. If the Consumer is not satisfied with SONECT Europe’s reply or does not receive a reply within the statutory deadline, the Consumer may apply to the Bank of Lithuania within one year from the date of the claim submitted to SONECT Europe. The Consumer may also apply directly to court.

Complaints submitted by Clients who are not Consumers are handled under these Terms, the relevant merchant agreement and applicable law. Submitting a complaint does not suspend the Client’s obligation to comply with these Terms unless mandatory law or SONECT Europe expressly states otherwise.

20 Data protection, confidentiality and disclosures

SONECT Europe processes personal data in accordance with applicable data protection law, including the General Data Protection Regulation and Lithuanian data protection law, and in accordance with the SONECT Europe Privacy Policy made available through the website or App.

The Client acknowledges that SONECT Europe may disclose relevant data to payment service providers, account servicing payment service providers, banks, card schemes, payment schemes, Merchants, support providers, KYC providers, fraud prevention providers, technology providers, auditors, legal advisers, regulators, the Bank of Lithuania, the Financial Crime Investigation Service, law enforcement, courts, sanctions authorities and other recipients where required or permitted by law, the Privacy Policy, the performance of Services or legitimate protection of rights.

SONECT Europe treats confidential account and transaction information with appropriate care. SONECT Europe may disclose such information where required or permitted by law, for the performance of Services, support and dispute resolution, fraud prevention, AML/CFT and sanctions compliance, enforcement of legal claims, authority requests, audits, outsourcing controls or protection of legitimate interests.

21 Operational availability, outsourcing and liability

SONECT Europe aims to provide the Services with reasonable care and diligence. SONECT Europe does not guarantee uninterrupted, error-free or permanent availability of the App, Account or Services. Maintenance, updates, outages, security incidents, network disruptions, payment partner failures, force majeure, legal restrictions, cyber incidents or other events may affect availability.

SONECT Europe may outsource functions or use agents and service providers where permitted by law. SONECT Europe remains responsible to the Client for outsourced activities where required by mandatory law. The Client must cooperate with SONECT Europe and its service providers where this is necessary for support, security, compliance, investigation, settlement or dispute handling.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under mandatory Lithuanian or EU law. To the extent permitted by mandatory law, SONECT Europe is liable only for direct and proven loss caused by SONECT Europe’s breach of these Terms. SONECT Europe is not liable for indirect loss, consequential loss, loss of profit, loss of revenue, reputational harm, loss of business opportunity, loss of data, third-party charges, telecommunications charges, bank fees, payment partner failures, Merchant misconduct, Client misconduct, unauthorised use caused by the Client’s breach of security duties, or circumstances outside SONECT Europe’s reasonable control.

22 Changes to Services, fees and these Terms

SONECT Europe may amend these Terms, the Fee Schedule, limits, Services, security requirements, technical requirements, communication channels or product functionality where this is necessary or appropriate for legal, regulatory, security, technical, operational, product, pricing, commercial, payment partner, scheme, AML/CFT, sanctions or risk-control reasons.

SONECT Europe will notify Clients of material changes on paper or another durable medium at least 60 calendar days before the proposed effective date, unless a shorter period is permitted or required by law. The notice will state the effective date and the Client’s right to reject the change and terminate the relationship free of charge before the change takes effect.

A change is deemed accepted if the Client does not notify SONECT Europe before the effective date that the Client rejects the change. If the Client rejects a material change, the Client must stop using the Services and may terminate the relationship before the change takes effect. SONECT Europe may implement urgent changes immediately where required by law, regulatory instruction, security risk, fraud risk, sanctions risk, payment partner requirement, system integrity or operational necessity. Where reasonable and legally permitted, SONECT Europe will notify affected Clients as soon as practicable.

23 Duration, closure, termination and settlement

The contractual relationship is entered into for an indefinite period unless product-specific terms state otherwise. The Client may terminate the relationship and request Account closure at any time through the App support function, the Client Account or [email protected], subject to settlement of pending transactions, fees, chargebacks, reversals, disputes, investigations and legal obligations.

Deleting the App alone does not close the Account, terminate pending transactions, settle outstanding amounts, cancel legal obligations, redeem remaining Electronic Money or delete records that SONECT Europe is required or entitled to retain.

After termination, SONECT Europe will redeem remaining Electronic Money or settle remaining balances to the verified Reference Account unless blocked, delayed or otherwise restricted by law, sanctions, AML/CFT requirements, fraud controls, a pending dispute, a chargeback, a reversal, payment partner rules, incomplete information or other lawful reason. Termination does not release either party from obligations accrued before termination.

Upon termination, SONECT Europe provides the Client with transaction information required by law on paper or another durable medium, including information for the period required by applicable law.

24 Communications and durable medium

SONECT Europe communicates with Clients through the App, Client Account, email, SMS, website notice, push notification, telephone, post or other electronic channel. The Client must maintain current email address, mobile telephone number, postal address and other contact details in the Client Account.

Documents sent by electronic means, made available in the Client Account, sent by email or provided through another durable medium are considered written documents where permitted by law. The Client may request these Terms and required information on paper or another durable medium where required by law.

The main language of communication is English unless SONECT Europe makes another language available. These Terms may be provided in Lithuanian and English. For Consumers resident in Lithuania, the Lithuanian version prevails where mandatory consumer law requires Lithuanian-language protection. For other Clients, the English version prevails unless mandatory law or product-specific terms require otherwise.

25 Consumer right of withdrawal for distance contracts

Where these Terms are concluded with a Consumer by distance means, the Consumer may withdraw from the contract within 14 calendar days from the date on which the contract is concluded, unless an exception under mandatory law applies.

The Consumer may request SONECT Europe to start providing Services during the withdrawal period. If the Consumer withdraws after requesting performance of Services during the withdrawal period, the Consumer must pay for Services actually provided up to the withdrawal date to the extent permitted by law. Withdrawal does not reverse Payment transactions already authorised and executed before withdrawal, does not cancel legal obligations, and does not prevent SONECT Europe from retaining records required by law.

26 Intellectual property, third-party services and taxes

SONECT Europe and its licensors retain all rights in the App, website, software, interfaces, trademarks, logos, documentation, know-how, content and other intellectual property used to provide the Services. The Client receives a limited, revocable, non-exclusive, non-transferable and non-sublicensable right to use the App and Services for their intended purpose during the contractual relationship.

The App or website may contain links, integrations, advertisements, offers or services from third parties. Unless SONECT Europe expressly states otherwise, third parties are responsible for their own content, terms, performance, availability, legality, redemption and support. SONECT Europe is not responsible for goods or services purchased from Merchants or third parties, except where mandatory law provides otherwise.

Each party is responsible for its own taxes, reporting and accounting obligations. SONECT Europe is not responsible for calculating, withholding, reporting or paying taxes owed by the Client unless mandatory law requires otherwise.

27 Governing law and jurisdiction

These Terms and all legal relationships between SONECT Europe and the Client are governed by the laws of the Republic of Lithuania, unless mandatory law requires otherwise.

Disputes are subject to the jurisdiction of competent Lithuanian courts, unless mandatory consumer venue rules or other mandatory statutory protections provide otherwise. A Consumer may apply to the Bank of Lithuania for out-of-court settlement of a consumer dispute in accordance with section 19 and applicable law.

28 Contact

Questions, support requests, complaints and notices may be submitted through the App support function, the Client Account or by email to [email protected].

Sonect UAB Europe, legal entity code 305152431, A. Goštauto g. 8-227, LT-01108 Vilnius, Lithuania. Supervision of regulated payment and electronic money services: Bank of Lithuania, Gedimino pr. 6, LT-01103 Vilnius, Lithuania, www.lb.lt.