Who you are actually dealing with.
Everything on this page is either confirmed or clearly marked as outstanding. We would rather show a gap than fill it with something we cannot stand behind.
Named leadership
Jonathan O’Connor
Co-founder
Jonathan brings deep experience across sales, commercial strategy and strategic partnerships in payments. He has led successful teams and managed core functions behind high-performing payment businesses.
Peadar Hennessy
Co-founder
Peadar has led customer experience, account management and nationwide operations in payments. His operational expertise shapes how NovaPay designs service around the day-to-day needs of Irish merchants.
Operating address and service hours
Registered and operating address
NovaPay Ltd is registered in Ireland. Correspondence: hello@novapay.ie.
Service hours and escalation
Until then, the service arrangements that apply to your account are those stated in your contract. Escalation begins by replying to your existing thread or emailing hello@novapay.ie with your site name.
Which entity provides each payment service
NovaPay supplies, configures and supports payment endpoints and the Nova Hub portal. Acquiring, processing and settlement of card payments are provided by regulated payment institutions. The entity providing each service on your account is named in your contract and in your merchant agreement.
Settlement and complaints
How settlement works
Terminals batch transactions, the batch is submitted for settlement, and funds are credited to your nominated bank account under the timetable in your contract. Whether fees are deducted before credit or billed separately is stated in that contract.
Refunds and chargebacks
Refunds post on their own date and can fall in a different settlement period to the original sale. Chargebacks follow the card scheme process, and we tell you what evidence is needed and by when.
Raising a complaint
Email hello@novapay.ie with your business name, site and what happened. We acknowledge it, tell you who owns it, and set out what will happen next in writing.
If we cannot resolve it
Where a complaint concerns a regulated payment service, it can also be raised with the regulated provider named in your agreement, and thereafter with the relevant statutory ombudsman scheme.
Security, privacy and accessibility
Ask us anything on this page
If something here is not specific enough for your finance or compliance team, tell us and we will answer directly.