Compliance guidelines for Capital

Learn how to remain compliant with financial regulations when offering Capital in your marketplace or platform.

The information in this page does not constitute legal advice. It only provides an overview of Adyen's compliance guidelines for financial products and Adyen for Platforms (referred to as the Compliance Guidelines). For additional, non-legal clarifications about this content, reach out to your Adyen contact.

To offer Capital to users in your balance platform, you must follow Adyen's guidelines for topics like your user interface (UI), communications, and reporting. These guidelines are required for your balance platform and Adyen to remain compliant with financial regulations.

Further guidance on the Compliance Guidelines is available in Adyen’s Platform Compliance Guidelines Best Practices and Templates. Specifically, this document provides guidance on the following:

the form of materials that may be accepted to demonstrate compliance with each section of the Guidelines;
best practices for drafting policies that are required under the Guidelines; and
best practices for handling customer complaints, along with suggested templates to be used for responding to complaints.

Overview of guidelines

The table in this section shows an overview of the compliance requirements that your balance platform must meet for each topic.

After your financial product offering is approved by Adyen, before publishing and distributing any new materials related to financial products, you must (where pre-approval of the relevant material is required under the Compliance Guidelines):

Submit the materials to Adyen for review and pre-approval by sending an email to merchantkyc@adyen.com.
Update the materials to reflect any further changes requested by Adyen (if applicable).
Re-submit the materials to Adyen for approval (if applicable).

Note that you also are required to provide materials for review:

Annually
For periodic review
Upon Adyen's request

Select the links in the table for detailed guidelines for each topic.

Topic	Compliance requirements
User application and interface	Your user application and interface must: Not present your balance platform as a bank. Enable your users to request Capital. Collect KYC information and send it to Adyen. Show and provide access to the required agreements and user terms. Collect consent from your users. Show and provide access to the accepted agreements and user terms. Enable your users to view and access information regarding their Capital.
Marketing and communication with users	Ensure that this material: Follows Adyen's guidelines for collateral materials. Is approved by Adyen. Discloses Adyen as the provider of Capital.
Customer service and support	Provide to your users: Guidance on how to get support. First and second lines of support. Access to support channels. Critical support 24/7 for specific notifications.
Customer complaints	When receiving a complaint, you must: Acknowledge and respond to the complaint. Escalate security, legal, and regulatory complaints to Adyen. Submit quarterly complaint reports to Adyen.
Pricing and eligibility	You must submit the following to Adyen for approval: The fees and/or credits for your users. Your eligibility criteria to allow users to request Capital.
Notification and reporting to Adyen	You must submit the following reports to Adyen: Daily fraud report. Daily card status report. Quarterly complaint report.
Keeping records	For at least five years after the termination of the financial product offering, keep copies of the following: Customer consent to open accounts. User interface. Account statements. Marketing materials and user communications.
Registration as intermediary in France	When you are registered in France and offer Capital to French users, you must: Register as an intermediary. Add a disclaimer on your website. Renew your registration as an intermediary every year.