Who is Novalnet?
Novalnet is a German payment provider helping thousands of online shops, web portals, marketplaces, and other companies to accept and process payments. We are headquartered in Munich (Germany) and one of the few officially accredited payment institutions controlled by the German Federal Financial Supervisory Authority (BaFin).
Why do I pay Novalnet? / Why does Novalnet charge me money?
Did you find the name Novalnet on your bank statement, credit card statement or a similar booking? Or maybe an invoice where Novalnet is mentioned as the “payee” and you are asked to transfer money to us? The reason why you find the name Novalnet, instead of the actual company where you purchased from, is simple. We are their contractual partners to process the payments that you make. Novalnet takes care of the fact that your order is confirmed, payment secured, and that the online retailer receives your money. Thus, we help to increase the security of your online payments.
How can I learn more about the money debited from my account?
The most important information you will see on your bank statement. You will find a 17-digit transaction number (TID) together with the name of the online shop/web portal where you purchased. If you cannot find this information or want to know more about this particular payment, you can log into our SSL-encrypted portal at https://card.novalnet.de
There you will be able to see all the transaction details as well as the direct contact information of the online shop/web portal where the purchase was been made. Please make sure to have your 17-digit transaction number (TID) ready when you log in. You will find this number on your bank statement.
I received a payment reminder – What should I do?
To avoid any further costs you should pay as soon as possible. You will find the data needed to make the payment on the payment reminder or collection letter itself. If you have any questions or face problems while paying, please contact directly the company where you purchased/registered. You can also get in touch with us via the contact information below.
How can I stop these payments?
If you wish to cancel or renew your order/subscription, please contact the online shop/web portal where you made your purchase. All questions related to shipping, warranty, guarantees, cancellation periods, delivery times etc. cannot be answered by Novalnet. In these cases, please contact the online shop/web portal directly. You will find the name on your bank statement. Novalnet will only be able to help you with questions related to the payment itself, such as status of your payment, failed/successful payments etc.
How does Novalnet secure my online payments?
Novalnet is controlled by the Federal Financial Supervisory Authority (BaFin) and regularly goes through extensive audits by different auditors, such as the German Federal Bank (Deutsche Bundesbank), BaFin and PCI-DSS (Payment Card Industry Data Security Standard) organization.https://card.novalnet.de
As a registered and officially certified payment institution (similar to a bank) we ensure that online retailers provide highly protected payment types and process your payments in a secure way. Our authorization applies across the entire European Economic Area and while headquartered in Germany, we are subject to the strict German laws protecting your rights as a buyer. We also comply with a multitude of regulations related to the European Payment Services Directive PSD2, money laundering prevention, data protection, risk management, internal audits and much more.
How do I get in touch with Novalnet?
We are available from Monday to Friday between 9 AM and 4 PM (CEST/CET time):
through our website: https://www.novalnet.com/contact
by e-mail: payment@novalnet.de
by phone: +49 89 9230683-29