Question 1

What is Fianzza?

Accepted Answer

Fianzza is a secure payment platform that acts as a trusted intermediary between buyers and sellers. We hold the buyer's money until they confirm they have received the agreed product or service, thus protecting both parties.

Question 2

How does Fianzza protect my money?

Accepted Answer

The money deposited by the buyer is kept in a secure account managed by Fianzza. It is only released to the seller when the buyer confirms satisfactory receipt of the product or service, or when the inspection period ends without issues. Technical processing and safeguarding of funds are handled by Stripe, an e-money institution regulated by the Central Bank of Ireland.

Question 3

Do I need to create an account to use Fianzza?

Accepted Answer

Yes, both the buyer and seller must register with Fianzza to create or accept agreements. Registration is free and only requires a valid email address. Additionally, to conduct transactions, you must complete an identity verification process: using ID or identity document for individuals, or accrediting documentation for companies.

Question 4

Is Fianzza a Spanish company?

Accepted Answer

Yes, Fianzza is a Spanish company based in Valencia. We operate under Spanish and European legislation, ensuring compliance with all consumer protection and data privacy regulations (GDPR).

Question 5

How does an agreement work on Fianzza?

Accepted Answer

Fianzza guides you in 5 simple steps:

Question 6

What types of agreements can I create?

Accepted Answer

Fianzza allows you to design agreements to your needs. You can choose from:

Question 7

What is the inspection period?

Accepted Answer

It's the time the buyer has to review the product or service received before confirming their conformity. The period can be configured up to a maximum of 30 days when creating the agreement.

Question 8

What happens if I reject the goods as a buyer?

Accepted Answer

If during the inspection period you detect that the product doesn't match what was agreed, is defective, or isn't what you expected, you can reject it by opening a dispute.

Question 9

Can I cancel or end an agreement?

Accepted Answer

It depends on the agreement status:

Question 10

What is a Milestone Agreement?

Accepted Answer

It's a type of agreement designed for projects delivered in phases. The total payment is divided into milestones, and the seller collects each one when the buyer approves that phase.

Question 11

What is a Broker Agreement?

Accepted Answer

It's a category designed for professional intermediaries who facilitate transactions between third parties.

Question 12

What do I do if I'm not satisfied with what I received?

Accepted Answer

During the inspection period, you can open a dispute from the agreement page.

Question 13

How does the mediation process work?

Accepted Answer

Once the dispute is opened, the mediation process follows these steps:

Question 14

How long does Fianzza take to resolve a dispute?

Accepted Answer

Fianzza commits to resolving disputes within a maximum of 48 hours from opening. During this time, we review documentation and communicate with both parties to reach a fair resolution. We'll keep you informed of progress through the agreement chat.

Question 15

What are the possible dispute resolutions?

Accepted Answer

Possible resolutions are:

Question 16

How much does Fianzza charge for its services?

Accepted Answer

For agreement values under 1000, Fianzza charges 29. From 1000, the fee is 3% for bank transfer or local instant methods and 4% for card payments.

Question 17

Who pays Fianzza's fee?

Accepted Answer

By default, the fee is split equally between buyer and seller. However, when creating the agreement you can select that it be paid entirely by the buyer or seller. This configuration is reflected in the agreement summary before confirming.

Question 18

What payment methods does Fianzza accept?

Accepted Answer

We currently accept SEPA Bank Transfer for EUR payments, bank transfer for supported non-EUR payments, Bizum for Spain, and credit/debit card.

Question 19

What technology does Fianzza use to process payments?

Accepted Answer

Payment processing at Fianzza is powered by Stripe, our payment service provider. Stripe is a regulated financial institution: Stripe Payments Europe, Ltd. is authorised by the Central Bank of Ireland as an e-money institution, and operates across the European Union under EU passporting in accordance with Directive 2009/110/EC (EMD2) and Directive (EU) 2015/2366 (PSD2). This means buyer funds are held in segregated safeguarding accounts at European credit institutions throughout the agreement protection period, kept separate from both Fianzza's and Stripe's own assets. Fianzza acts as the platform coordinating the agreement between the parties; Stripe handles technical fund safeguarding, PCI-DSS card data security, and regulatory compliance applicable to payment services.

Question 20

How long does it take for money to reach the seller?

Accepted Answer

Once the buyer approves delivery (or the inspection period ends without issues), Fianzza initiates the transfer immediately. Receipt time depends on the seller's chosen payout method and can be up to 3 business days.

Question 21

How do I receive payouts as a seller?

Accepted Answer

Payouts are done exclusively by bank transfer. To receive your payments, you must configure your account number in the "My account" section before an agreement is completed. Once delivery is approved, Fianzza will transfer funds to your account.

Question 22

How do I request a refund?

Accepted Answer

If you haven't received the product or service, or if there's a problem with what you received, you must open a dispute within the inspection period. Fianzza will evaluate the case and, if appropriate, proceed with full or partial refund to the buyer.

Question 23

How do I register on Fianzza?

Accepted Answer

Registration is quick and free:

Question 24

What is identity verification?

Accepted Answer

It's a security process that confirms you are who you say you are. Fianzza requires this verification to protect all users from fraud.

Question 25

Is identity verification mandatory?

Accepted Answer

Yes, it's mandatory for conducting transactions (creating, accepting or paying agreements). However, you can register and explore the platform before verifying.

Question 26

How do I change my password?

Accepted Answer

You have two options:

Question 27

How do I set up my bank account for payouts?

Accepted Answer

To receive payments as a seller:

Question 28

Can I modify my personal data?

Accepted Answer

Yes, you can update most of your data from "My account":

Question 29

How do I close my account?

Accepted Answer

To close your account, contact our support team. Before proceeding, make sure you:

Frequently Asked Questions

1. About the Platform

2. Agreements and Transactions

3. Disputes and Resolution

4. Payments, Payouts and Fees

5. Account and Security