Effective as of June 21, 2021

Terms and Conditions

These terms and conditions (“T&C”) govern the terms under which you may avail of the products and services associated with Smart Padala (“Service”), which are offered by PayMaya. By using the Service, you agree to be bound by the terms of this T&C.

PayMaya Philippines, Inc. ( “PayMaya”) is a Filipino electronic money issuer and remittance transfer company, duly licensed by the Bangko Sentral ng Pilipinas (BSP). The terms “you” and “your” refer to users of the Service, as Senders, Cardholders, Account Holders, Beneficiaries, and other users.

These T&C shall be effective, valid and binding from the time that you agreed to it and will exist up to the time that it is terminated by you or PayMaya, save for some provisions which shall remain effective after termination as stated in this T&C, law, rule or regulation.


1.1  Beneficiary – refers to a person to whom money or value is sent through the Smart Padala Remittance.

1.2  Customer – refers to the individuals availing goods and/or services of a business establishment. This may refer also to the “Sender” and “Beneficiary” who are Customer types of remittance transactions.

1.3  PayMaya App – refers to the mobile application that serves as interface between an Account Holder and his/her PayMaya Account

1.4  PIN – refers to a Personal Identification Number

1.5  Services – shall refer to the remittance, airtime load and bills payment and other products offered by PayMaya as allowed by BSP.

1.6  Sender – refers to a person who sends money using the Smart Padala Remittance service.

1.7  Smart Padala Agents – also referred to as “Agents”, refers to a business establishment that offers Services (such as but not limited to remittance, airtime load and bills payment) as an accredited Remittance Sub-Agent (RSA) by PayMaya.

1.8  Smart Padala Center – a physical store operated by a Smart Padala Agent which offers PayMaya Services.

1.9  Transaction – refers to any and all acts that the Customer avails through the Smart Padala Center.

1.10  Transaction Slip – a document where the Customer shall write the information needed in order for the Agent to perform the requested remittance transaction. Slips may be an actual physical paper and/or in digital form. Once given to the Agent, the remittance shall be final.


2.1  By signing the Smart Padala transaction slip form, and/or providing their information, transaction details and authorization code to the transacting Agent, and/or duly authorizing the transaction via PayMaya App, the Customer agrees that: (1) PayMaya and its agents are authorized to process the Smart Padala service he/she indicated upon submission of the required information and payment of its corresponding fees; (2) The information provided in the Transaction Slip to the Agent is true, complete and accurate; (3) Money will be transferred to the indicated Agent Account and Agent shall release the money to the stated Beneficiary based on the information provided; and (4) Remittance cannot be reversed once the money is sent to the indicated Agent Account.
The Sender undertakes that the transaction information be protected and only communicated to the intended Beneficiary.

2.2  PayMaya’s obligation is with the Sender that contracted Smart Padala services as indicated in the SMART Padala Form and/or as authorized by the Sender to Smart Padala Agents via provision of information, transaction details and authorization code.

2.3  Customer agrees that he/she shall not use the service for any means that is illegal or unlawful under the applicable laws and regulations of the Philippines, which may infringe the rights of PayMaya or others.

2.4  PayMaya reserves the right to change the applicable fees, taxes and charges levied for the Services, at any time and with prior notice through PayMaya’s official channels thirty (30) days prior to effective date of change in fees / charges /penalties.

2.5  Written information explaining how Smart Padala charge the Customer for transactions shall be displayed prominently at the Smart Padala Center and explained to the Customer prior to completion of the transaction. Also, this is as indicated in Annex: Table of Fees and Charges in https://smartpadala.ph/smart-padala-terms/.

2.6  Customer understands that PayMaya is required by regulatory agencies to screen the Customers and transactions against the required sanctions list/s and monitoring parameters. PayMaya may decline to process a transaction if any of the Sender, Beneficiary or other transactions matches the identified persons or entities in the sanctions list or if perceived to be involved in a breach or violation of a law or regulation of any country. A transaction may also be delayed if the Customer provides incomplete information, or as required by a regulatory or law enforcement authority.

2.7  PayMaya reserves the right to withhold or set-off transactions or benefits if PayMaya suspects or proves that the Customer and/or transaction is compromised or deemed fraudulent, or that the Customer is abusing or gamifying the Services.

2.8  PayMaya may, at any time and for whatever reason it may deem proper, amend, revise or modify these Terms and Conditions with appropriate notice through PayMaya’s official channels.

2.9  PayMaya shall have the obligation to release to the Beneficiary the amount sent by the Sender, provided that the Beneficiary presents their required information, transaction details and authorization code. These documents shall be subject to change as required by law, rules, regulations and policies of PayMaya.

Any information collected under this provision shall be handled in accordance with the Data Privacy provisions under this T&C.


3.1 PayMaya shall not be liable for following the instructions of the Customer as indicated in the Transaction Slip. PayMaya will, however, make reasonable efforts to recover the funds, wherein Customer may be charged for a reasonable fee, reflective of PayMaya’s efforts, in doing so.

3.2 PayMaya shall not be liable and does not guarantee for the suitability or delivery of goods and /or services paid for by means of Smart Padala.

3.3 The Sender shall not share his/her transaction data other than the beneficiary. In no event shall PayMaya or any of its agents be liable for any losses that may occur if the Sender communicates data to any person other than his/her intended Beneficiary.


4.1 In no event shall PayMaya be liable for any loss and damage, claims, liabilities, actions or proceeding arising from delay, non-payment, or underpayment of this money transfer. PayMaya maintains a strict No Reversal Policy for all Smart Padala transactions. For any disputes, Customer should notify PayMaya fifteen (15) days from date of the transaction, whether in writing or through PayMaya’s official channels. However, this will not be a guarantee that the Transaction will be reversed. Once the Beneficiary receives the remitted money, PayMaya cannot reverse such.

4.2 In following the Transaction Slip filled out by the Customer, PayMaya shall not be liable for any loss and damage, claims, liabilities, actions or proceeding arising from delay, non-payment, or underpayment of this money transfer for any reason whatsoever.

4.3 If any remittance remaining unclaimed, Sender may contact our Customer Service for assistance. For Claim Anywhere, if remittance is unclaimed by the beneficiary after 60 days, the remittance shall be expired. Only the Sender shall be able to claim the remittance from the Smart Padala Center. The fee paid for the remittance transaction will not be refunded by PayMaya.


5.1 PayMaya shall have the right to automatically suspend or block the transaction in the event that PayMaya has reason to believe that the transaction may be illegal or used for fraudulent or suspicious businesses or by an unauthorized person.

5.2 PayMaya may, but shall not have the obligation to, inform the Customer prior to suspending or blocking the transaction pursuant to this clause. The Customer acknowledges the authority of PayMaya to suspend or block the transaction and accordingly, the Customer shall hold PayMaya free and harmless against any and all consequences of such suspension or blocking, or any loss or damage which the Customer may suffer as a result thereof.

5.3 PayMaya shall have the right to hold, reverse/ set-off transactions if proven to be fraudulent or to be considered abuse of PayMaya’s services and/or promos.

5.4 If remittance was suspended or blocked or there are claims of fraud, PayMaya cannot disclose any information to the Beneficiary nor the Customer except by Order of the Courts, in compliance with the Data Privacy Laws of 2012.


The Customer authorizes PayMaya and/or any of its Agents to disclose to third parties any and all information he/she has provided above and consent to the use and processing of such information by PayMaya and/or any of its agents or third parties in connection with the transaction or any investigation in relation thereto.

The Customer agrees and binds himself to the Privacy Notice and Statement of PayMaya found in this site:


At PayMaya, we consider our customer’s financial questions, needs and feedback as very important. If you have any concerns about a procedure or have encountered a problem with our service, we will do our best to address it within 10 days. Should your concern require more time to be resolved, we will update you every step of the way.

You may contact our Customer Service numbers at Hotline No. 15177 (Toll free via SMART SIM) and /or (02) 8845-7777 or 1-800- 1-888-5648 (via Hotline).

PayMaya Philippines Inc. is regulated by the Bangko Sentral ng Pilipinas. www.bsp.gov.ph


PayMaya’s business activities are regulated by its own internal business rules and Corporate Governance policies which are compliant with applicable anti-corruption laws. PayMaya’s policies and internal controls are designed to prevent bribery from occurring, avoid appearance of wrongdoing and enable PayMaya personnel to respond promptly and effectively to any inquiries about its conduct.  In case of any violation of the Corporate Governance policies by PayMaya, its Stockholders, Directors, officers, employees or agents, any party may report the same to PayMaya’s Corporate Governance Office, by sending an e-mail to goodgovernance@paymaya.com or by calling +632 8424-1803, from 9am to 6pm, Philippine Time, Mondays through Fridays, except holidays.



A service fee worth Php 30.00 will be charged for send transactions up to Php 1,000.00. Another Php 15.00 will be charged for every additional amount of up to Php 500.00.



Sending MoneyA service fee worth Php 30.00 will be changed for send transactions up to Php 1,000.00.
Another Php 15.00 will be charged for every additional amount of up to Php 500.00.
Claiming MoneyFree of charge





Bills Payment Amount of the bill + Biller Convenience Fee*
*From Php 0.00 – Php 20.00




Smart Airtime Load


Load Amount Value

Globe Airtime Load
Cignal Load Load Amount Value + Php 10.00 Convenience Fee
Gaming Pins For Load Denominations below 100: Load Amount Value + Php 5.00 Convenience Fee
For Load Denominations 100 and above: Load Amount Value + Php 10.00 Convenience Fee
Beep Load Load Amount Value + Php 10.00 Convenience Fee




Top Up (Add Money to PayMaya) A service fee worth Php 15.00 will be changed for Add Money transactions up to Php 1,000.00. Additional Php 7.50 will be charged for every additional amount up to Php 500.00.
Cash Out (Encashment from Upgraded PayMaya Account) 1.5%




PayMaya Contactless Card As posted in https://store.paymaya.com/

*Rates and Service Fees above are subject to change with proper notice before implementation. Advisories and/or announcements may be given through different Smart Padala Channels including, but not limited to, the Website and Social Media.