KUARIO || FAQ

How long does it take for a refund from a wallet to be processed?

A refund will be processed within 5 business days to the payment method or bank account on file with KUARIO.

Who can I contact with questions or a complaint about the Terms&Conditions?

For general questions or complaints, you can email support@kuario.com.

Is this “Inactivity fee” legally permitted, for example in relation to rules on balances and e-money?

Yes. An inactivity fee for long-term unused wallets is fairly common in the financial sector, and it has been reviewed by our legal department against the applicable laws and regulations.

Can I object to Term&Conditions change, or end my contract for this reason?

Of course. You can end your contract at any time, including in response to the change of Terms & Conditions.

From what date do the new terms take effect?

If you continue to use your Wallet after 31 October 2026, we will assume that you agree to the new terms. If you disagree, you may end your contract at any time, doing so before that date will avoid the inactivity fee in any case.

Why is the minimum fee for a withdrawal different from that for a refund request by email?

A withdrawal through the app is processed automatically. A refund request by email, for example to a different bank account, or after your contract has ended, is, by contrast, handled manually by our administration team. That takes more time and therefore costs more, which is reflected in the higher minimum fee.

What does it cost to have my money paid out from the Wallet to my bank account?

You'll find the current rates for withdrawing your balance at kuario.com/listoffees. Broadly speaking, we charge 3.5% of the withdrawal amount, with a minimum of €0.50 per withdrawal — including statutory VAT.

Does the “inactivity fee” also apply to shared wallets?

No. We do not charge an inactivity fee for shared wallets; the underlying wallet remains active in that case.

I haven’t used my Wallet in a long time. Does the inactivity period count from now, or also from before the new terms took effect?

The inactivity period is calculated over the entire time your Wallet has gone unused, even if that started before these terms took effect. To give everyone time to get used to this, we do apply a grace period: the first inactivity fee will not actually be charged before November 2026.

How can I prevent the “inactivity fee” from being deducted?

It's simple: carry out a payment, a top-up, or even a €0.00 transaction through your Wallet, or request a refund of your remaining balance. As soon as you do so, your Wallet becomes active again and no (further) fee will be charged.

Does the inactivity fee then keep recurring every 6 months, and will I be notified each time?

Yes. As long as your Wallet remains inactive, the fee will be charged again every 6 months, and we'll send you a reminder email at least 30 days in advance each time. Please note: paying the fee itself does not count as a transaction and therefore does not reset the inactivity period. Only an actual transaction or a refund request does that.

How far in advance will I be warned before the first “inactivity fee” deduction takes place?

With plenty of notice: you'll receive an email at least 30 days before the first deduction, sent to the email address linked to your Wallet, so you still have plenty of time to take action if you'd like to.

What happens if my balance reaches €0.00. Will my Wallet be closed, or does it just stay at zero?

A balance of €0.00 does not, by itself, lead to your account or Wallet being closed; it simply stays at zero. However, for every account, regardless of balance, your contract automatically ends if you don't use the service at all for an uninterrupted period of two years: that means not logging in, not carrying out any transaction, and not using the app. In that case too, you'll receive an email at least 30 days in advance, so you still have the chance to respond if you wish.

What happens if my balance is less than €1.00 when the inactivity fee is due to be charged?

In that case we never deduct more than what is actually in your Wallet. If, for example, €0.35 remains in your Wallet, we deduct exactly that amount and your balance stays at €0.00. Never lower!

Can the inactivity fee make my balance go negative?

No. The fee is automatically deducted from the available balance in your Wallet, but never more than that balance. If less than €1.00 is available, we only deduct the remaining amount. So this fee can never push your Wallet into negative territory.

Why is this inactivity fee being introduced?

Even a Wallet that isn't used causes costs on our side (think of the technical systems that keep your account and balance secure, and the legal obligations that come with that). This fee lets long-term inactive Wallets contribute to those costs, so we can keep our service affordable and reliable for everyone.

How much is the inactivity fee, and how often is it charged?

The inactivity fee is €1.00 per 6-month period. It is only charged once your Wallet has been continuously inactive for 18 months, and then again after every further 6-month period in which the Wallet remains inactive.

Do I need to spend money to avoid the fee, or is simply logging into the app enough?

To keep your Wallet active, you need to carry out a transaction — a payment, a top-up, or even a transaction of €0.00. Simply logging into the app is unfortunately not enough on its own, although we do appreciate you checking in.

What exactly is an “inactive Wallet”, and when is my account considered inactive?

We consider your Wallet inactive if you have not carried out a single transaction for an uninterrupted period of at least 18 months. A transaction includes any payment, top-up, or even a transaction worth €0.00. As soon as you make such a transaction, the countdown starts over completely.

Why can’t I pay or top up with SOFORT anymore?

Klarna (The owner of the payment method SOFORT) is phasing out SOFORT as an independent payment method by 30 September 2024. For this reason, we can no longer offer SOFORT to KUARIO users. KUARIO offers a wide range of alternative payment methods depending on your chosen country. We recommend that you choose another payment method.

How to onboard myself for a new KUARIO account

Step 1: Download the KUARIO app or visit the website (login.kuario.com).

Quick Onboarding:

Step 2a: Choose one of the following quick login options:
- Select "Log in with Apple" if you have an Apple ID.
- Choose "Log in with Google" if you have a Google account.
- Select "Log in with Microsoft" if you have a Microsoft account.
Step 3a: Enter the login credentials you chose in Step 2a.
Step 4a: Congratulations! Your KUARIO account is now created.

Traditional Onboarding:

Step 2b: Select "Register a new account."
Step 3b: Enter your email address and a strong password. The password must be at least 8 characters long and a combination of letters and numbers.
Step 4b: After filling in your details, you will receive a confirmation email. Check your spam folder if you don't see the email immediately.
Step 5b: Open the email and click on the confirmation button in the email.
Step 6b: Congratulations! Your KUARIO account is now created. Follow the above steps, depending on your preference for quick or traditional onboarding, and you will have access to your KUARIO account to enjoy the services.

Can you share your balance with other users?

Yes, you can make part of your KUARIO credit available (share it) with other KUARIO users. This is done via the "Shared Wallet" function in the App or user portal.

Can I use the “Print” feature in my KUARIO app in any environment that works with KUARIO?

It can be used with any multifunction printer equipped with the KUARIO MFP Kiok application. This function cannot be used in environments where other printing software is used such as Papercut MF, SafeQ Ysoft or uniFLOW. In such environments, proprietary variants of mobile printing are offered.

Are there any costs for giving a refund?

When you issue a refund, there are no additional KUARIO costs for your business.

I have received a dispute. What do I need to do?

When you receive a dispute, it is likely because a customer has not received the purchased product or service or because there is an issue with the product that has been purchased. The operator of the selfservice device need to respond within 14 days. This response can be a (partial) refund or you can, when you come to the conclusion that there is no issue, close the dispute. If you do not respond within 14 days, KUARIO will automatically issue a refund on your behalf. Please note that to keep a customer happy, it is important that you respond quickly and not wait for 14 days. The 14-day auto-refund policy will be valid from 1 August 2022.

What to do when a product or service is not delivered as desired.

When there is an issue with the product or service purchased or when you did not receive it, you can open a dispute via KUARIO within 7 days. KUARIO is not responsible for the delivery of products and services paid for through our payment service. However, when you open a dispute we will notify the merchant and ask for a quick resolution. This may be a (partial) refund of the transaction. If the merchant does not respond within 14 days, we will automatically issue a refund. The 14-day auto-refund policy will be valid from 1 August 2022.

Does it cost me money to withdraw my KUARIO balance to my bank account?

Yes, there is small administration fee of 3.5%, with a minimum of € 0.50 for withdrawals via the KUARIO app or portal. For withdrawal requests sent to refund@kuario.com, there is an administration fee of € 2.50.

Mail to refund@kuario.com

Can I withdraw my KUARIO balance to my bank account?

Yes, you can withdraw your KUARIO balance. This can be done via the KUARIO mobile app or user portal (login.kuario.com). However, there are restrictions due to international anti-money laundering legislation. You can only make a withdrawal with a maximum value of your web top up transaction not older than one year. And we can only facilitate the withdrawal to the same (bank) account number or other payment method that you used for your web top ups. For example: when the total of your web top ups was $11 via PayPal, you can only withdraw a maximum of $11 to the same PayPal account. This maximum amount, minus the administration fee we charge you for this transaction, will be credited to your PayPal account. In the event that your balance is higher than the sum of your top ups not older than one year, you can send a refund request to refund@kuario.com. Refunds of vouchers, cash wallet credits or other than web top-ups are unfortunately not possible.