Legal & policies
The commitments behind the platform.
Summaries of the policies that govern your relationship with Grayde Payments Inc. Full executed agreements are provided during onboarding and available in the portal at any time.
Privacy policy
Grayde collects the personal and corporate information necessary to verify your identity, meet our obligations under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act, and operate your account. We collect only what we need and we tell you why we need it.
We do not sell client data. Information is shared with our banking partners, service providers and regulators only where required to deliver the service or comply with law. Production data is stored and processed in Canada. You may request access to, or correction of, your personal information at privacy@grayde.com.
Terms of service
Your use of the Grayde platform is governed by the master services agreement executed during onboarding. It sets out your wallet terms, approved rails, transaction limits, settlement timing, fees and the circumstances in which either party may suspend or terminate service.
Grayde provides Canadian-dollar payment services on domestic rails. We do not provide foreign exchange, currency conversion, cross-border transfers, deposit-taking or lending. Balances held in your wallet are not deposits and are not insured by the Canada Deposit Insurance Corporation.
Acceptable use
Accounts may not be used for unlawful activity, for third parties not disclosed during onboarding, or to circumvent sanctions, reporting obligations or the terms of your agreement. Nested or downstream activity must be declared and approved in advance.
We monitor for use inconsistent with the flow of funds described in your application. Where activity cannot be explained, we will contact you before taking action wherever the law permits us to do so.
Complaint handling
If something goes wrong, raise it with your account manager first. Most issues are resolved within two business days. If you are not satisfied, escalate in writing to complaints@grayde.com and a member of the compliance team will acknowledge within one business day.
Formal complaints receive a written response with our findings within thirty days. The response will set out any further escalation options available to you under applicable Canadian law.
AML disclosure
Grayde Payments Inc. is a money services business registered with FINTRAC. We maintain a written anti-money-laundering program, an appointed compliance officer, ongoing staff training and an independent effectiveness review conducted at least every two years.
We are required to verify the identity of our clients and their beneficial owners, screen counterparties against Canadian sanctions lists, monitor transactions, and report prescribed transactions to FINTRAC. These obligations apply regardless of client preference and are not negotiable.
Accessibility
We design the Grayde portal to be usable with assistive technology, including keyboard navigation, sufficient colour contrast and screen-reader labelling on interactive controls.
If you encounter a barrier in the portal, in our documents or in any communication from us, contact accessibility@grayde.com. We will provide the information in an alternate format and work to remove the barrier.