At Laybuy, we are committed to being the leader in responsible credit and this means providing our customers with access to a safe, secure and easy way to pay. Afterall, that is how we help make our customers' lives easier.
If you do think someone else has accessed your account, please reach out to us as soon as possible here
How we keep you safe from fraud
As part of our commitment to responsibility, we are continually investing in new technology and intelligence software that improves the security of our platforms, helps us to better identify customers who might be in difficulty and provide an added layer of protection to consumers.
Here are some of the ways our systems work to keep your account safe:
- Stop it before it starts: since its inception, Laybuy has been focused on protecting our customers. We thoroughly check anyone signing up to Laybuy as well as work tirelessly to pinpoint variations in shopping behaviour to understand the real you.
- Identity Checks: We’re always on the lookout for anomalies in login behaviour. By learning more about your habits, we’re able to scrutinise a login to ensure we keep your account safe from bots and bad actors.
The actions we take following the identification of an unauthorised purchase or an instance of fraud is to immediately suspend your account until proof of identity is obtained by our team.
What should you do if someone else has used your Laybuy account?
Get in touch with us as soon as you can to let us know. You can do so here.
Please ensure it is no longer than 45 days from the date the charge first appears on your credit card, bank statement or Laybuy statement, as applicable.
Laybuy will work with you to investigate the activity on your account and if the investigation confirms you have been a victim of fraud and you have not acted negligently, Laybuy will refund the amount you were charged for the unauthorised purchase, but you will still be responsible for any other payments and charges not related to the unauthorised purchase.
When you contact us, please have as much information about the order as possible on hand (for example, retailer name, date of purchase, order number, description of the goods, payment method used, and/or the date when the purchase first appeared on your credit card or bank statement).
How to protect yourself online
Keeping yourself safe from fraud doesn’t have to be a full-time job. There are a lot of resources available to help you take steps to keep yourself safe.
Here are a few considerations to thinking about to keep you safe online:
- Avoid using public WIFI
- Passwords should be unique to each online service enrolled in or used by the consumer
- Create a secure password by making sure it has a minimum of 8-10 characters, as well as use upper and lower case letters, numbers and special characters.
- Consider a Password management tool like 1Password or LastPass to store, form fill and auto generate strong passwords
- Do not share your login details with anyone
- Sign up to a service like Clearscore Protect or Experian Identity Theft, to get alerting on password breaches for the email addresses consumers use to log into online services
- Ensure that you stay up to date with device Operating System (OS) and Application (App) updates
- Use antivirus software on all your devices
- Don’t download anything to your computer or mobile device that doesn’t come from a trusted source.
- Be careful what personal information you put on social media and only accept invitations from people you know.
- Cancel any lost or stolen credit or debit cards immediately.
You can learn more about how to protect yourself here.
Security Regulations
We are constantly looking at what we can do to improve our systems, processes and security to better support and protect our customers. Part of this is to ensure we comply with all government and regulatory requirements.
PCI-DSS Compliant: Laybuy is a Level 1 Service Provider and is compliant to PCI DSS Version 3.2 standard.
PCI DSS is a comprehensive set of requirements created by the Payment Card Industry Security Standards Council to ensure cardholder data security.
Laybuy does not receive cardholder data from our merchants. Merchants may have PCI DSS responsibilities that are independent of the Laybuy Merchant Services Agreement. It is the Merchant’s sole responsibility to remain informed of their PCI DSS obligations and compliance status. Laybuy’s Attestation of Compliance (AOC) is available to merchants and partners on request after a mutually executed NDA. Laybuy’s Privacy Policy is available here.
Customer Service
For us responsibility is more than just a word, it is who we are as a business. That is why we work hard to help our customers manage their personal finances and securely protect their financial wellness and safety.
If you have any concerns about your or your customers’ accounts please don’t hesitate to contact us.