Cashwave is committed to excellence in providing goods, services and facilities that meet or exceed the expectations of all our customers, clients and all those who may access our goods, services and facilities including people with disabilities.

All goods, services and interactions provided by Cashwave shall follow the principles of dignity, independence, integration and equal opportunity, taking into account each person’s accessibility needs.

This commitment is supported by Cashwave’ Mission, Promise and Values.

Our Mission

Cashwave will continually invest in the people and the technologies that drive cost efficiencies and provide superior payment solutions to our customers.

Our Promise

Winning for our customers by winning with each other.

Our Values

• Relating to the customer and their expectations
• Connecting ideas and growing together
• Doing the right thing
• Owning our commitments
• Challenging the status quo

Cashwave ensures that all customers and the public have access to provide feedback on the goods, services or facilities Cashwave provides to a person with disability including but not limited to the process in which feedback is provided.

In the event, a complaint is received in relation to the manner in which Cashwave provides goods, services or facilities to persons with disabilities, Cashwave will address the complaint in a timely manner such a way that the principles of dignity, independence, integration and equal opportunity are maintained, taking into account each person’s accessibility needs.

Upon request, Cashwave will provide documents, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability. Documents or the provision of accessible formats will be made available at a cost that is no more than the regular cost charged to other persons.

Accessibility formats may include but is not limited to:

• Assistive devices;
• Enlarged text;
• Social Media (text, chat, secure messaging);
• Deployment of technical support person;
• Communication support either in person or over the phone;

Cashwave will consult with the person making the request in determining the suitability of an accessible format or communication support.

Accessibility Standards for Customer Service

Purpose

Cashwave is committed to excellence in serving all customers including people with disabilities. 

All goods, services and interactions provided by Cashwave shall follow the principles of dignity, independence, integration and equal opportunity, taking into account each person’s accessibility needs.

Employees, volunteers, participants in the development of Cashwave’ policies, and persons providing goods, services or facilities on behalf of Cashwave should read and understand this Policy thoroughly. Each employee is responsible for familiarizing himself or herself with this Policy and any employee who fails to meet the standards established in the Policy will be subject to corrective action, which may include immediate or eventual dismissal. It is also important to understand that a violation of certain provisions of this Policy may also be a violation of law and subject to administrative and civil liability.

Scope

1. This policy is intended to apply to the provision of goods and services, not to the goods themselves.
2. This policy applies to the provision of goods and services operated by Cashwave.
3. This policy applies to every person at Cashwave (including employees, volunteers, agents and/or contractors or other third parties that act on behalf of Cashwave) who deal with clients, customers, third parties or the public.
4. The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Cashwave.
5. This policy shall also apply to all persons who participate in the development of Cashwave’ policies, practices and procedures governing the provision of goods and services to clients, customers, third parties or the public.

Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – the term disability refers to:

• any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• a condition of mental impairment or a developmental disability;
• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder; or
• any other disability as is recognized by applicable legislation

Service Animal – means a service animal for a person with a disability if:

• it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
• if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Person – means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

The Provision of Goods and Services to Persons with Disabilities

Cashwave will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• ensuring that all customers receive the same value and quality of goods and services;
• allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
• taking into account individual needs when providing goods and services; and
• communicating in a manner that takes into account the customer’s disability.

Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Cashwave. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.

Service Animals

A customer, client or other person with a disability that is accompanied by service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to service animals.

The customer that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.

If the use of a service animal is a health and safety concern, for example in the form of a severe allergy to the animal, or if the service animal is otherwise excluded by law, Cashwave will use reasonable efforts to meet the needs of all individuals. When possible, Cashwave will offer alternative methods to enable the person with a disability to obtain, use or benefit from the goods or services, for example, securing the animal in a safe location and offering the guidance of an employee.

Support Persons

If a customer, client or other person with a disability is accompanied by a support person, Cashwave will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. Cashwave may require that a person with a disability be accompanied by a support person, where necessary to protect the person’s health and safety, and where no reasonable alternatives are available.

In situations where confidential information might be discussed in the presence of a support person, the customer’s consent will be obtained prior to any conversation where confidential information might be discussed.

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Cashwave. In the event of any temporary disruptions to facilities or services that customers, clients or other persons with disabilities rely on to access or use Cashwave’ goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notice of the disruption will include the following information unless it is not readily available or known:

• goods or services that are disrupted or unavailable
• reason for the disruption
• anticipated duration
• a description of alternative services or options

When disruptions occur Cashwave will provide notice by:

• contacting customers with appointments and/or as they are making appointments;
• notifying customers when they are contacting Cashwave; or
• by any other method that may be reasonable under the circumstances.

Feedback Process

Cashwave shall provide customers, customers and other persons with the opportunity to provide feedback on the goods or services provided to those with disabilities.

Training

Training will be provided to:

1. all personnel at Cashwave (including employees, volunteers, agents and/or contractors or other third parties that act on behalf of Cashwave) who deal with customers, third parties or the public; and
2. those who are involved in the development and approval of Cashwave’ policies, practices and procedures governing the provision of goods and services to Canadian customers, third parties or the public.

Training Provisions

Regardless of the format, training will cover the following:

• Instructions on how to interact and communicate with people with various types of disability.
• Instructions on how to interact with people with disabilities who:
  • use assistive devices;
  • require the assistance of a guide dog or other service animal; or
  • require the use of a support person
• Instructions on how to use equipment or devices that are available at our premises or that Cashwave provides that may help with the provision of goods or services to a person with a disability.
• Instructions on what to do if a person with a disability is having difficulty accessing the services of Cashwave.
• A review of Cashwave’ policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule

Cashwave will ensure training is provided to all Cashwave personnel (including employees, volunteers, agents and/or contractors or other third parties that act on behalf of Cashwave) who deal with customers, third parties or the public. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Notice of Availability and Format of Documents

Customers may access documents related to the Accessibility Standard for Customer Service upon request and is accessible in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Cashwave, Cashwave’s website and/or any other reasonable method as is reasonable under the circumstances.

CASHWAVE PRIVACY NOTICE

CASHWAVE’ COMMITMENT TO PRIVACY

Cashwave (“we”, “us”) are committed to maintaining the accuracy, confidentiality and security of your personal information. We recognize the importance of data privacy and hold ourselves accountable. We will collect, use and disclose your personal information in accordance with applicable privacy laws and respect your rights under these privacy laws.   

SCOPE OF THIS PRIVACY NOTICE

This Privacy Notice describes the personal information we collect, use and disclose in the course of providing services to our merchant customers, including payment processing services, value-added services or hardware and hardware support services, as well as information we collect from our customers, prospective customers and website visitors. Our Privacy Notice no longer applies once you leave our websites. Cashwave is not responsible for the privacy practices of external websites you may visit.  If you are a Cashwave merchant this Privacy Notice applies in accordance with your agreement with us.