FAQ - Frequently asked question

Venue Pay is a Danish total payment solution, also known as a Payment Service Provider (PSP), designed for both physical and online businesses that want a simple and efficient way to accept payments. You create an account via our website, after which you are guided through setting up the payment gateway, acquiring agreement, and integration. We offer onboarding assistance to help you get started quickly – whether you're a startup or an established business.

An acquirer is a financial institution that processes card transactions on behalf of your business. When a customer pays by card, the payment goes through your acquirer, who ensures that the funds are transferred correctly. Venue Pay collaborates with the acquirer Adyen N.V., among others, allowing you to choose from various payment methods and select those that best suit your business.

Venue Pay supports a wide range of payment methods so you can offer your customers maximum flexibility. These include Dankort, Visa, Mastercard, Apple Pay, Google Pay, KLARNA, as well as various international card types. You decide which methods to activate – all of which can be managed from your account dashboard.

The cost depends on which payment methods and acquiring agreements you choose. We offer competitive transaction fees and no hidden charges. Prices may vary depending on whether payment is made with Dankort (VISA), international cards, or mobile methods. 

We offer merchant agreements starting from 0.98% and 0.00 EUR per monthly subscription. You can always get a tailored offer, and we also offer volume discounts.

If you need to return a payment to a customer, you can do so directly through the Venue Pay control panel. You can choose between a partial or full refund. Refunds are usually processed within a few banking days, and both you and your customer will be notified. It's quick and easy – and you'll always have an overview of your previous refunds.

The payout frequency depends on your acquiring agreement. Many businesses receive daily or weekly payouts. A minimum payout amount may apply depending on the acquirer. The payout is made automatically to the bank account you registered with Venue Pay. You can change your bank details at any time in your account settings.

Yes, Venue Pay allows you to link multiple acquiring agreements to the same account. This gives you flexibility to choose the best terms for different card types and ensures you can always accept payments – even if one acquirer experiences technical issues. You can easily manage and prioritize your acquirers through the control panel.

If your company has multiple departments, locations, or brands under the same CVR number, you can create separate merchant accounts under Venue Pay. Each account can be configured with its own settings, payment methods, and reporting – giving you full control and the ability to separate payments between, for example, different venues or a webshop and physical store. Everything is still collected under one main account for easy administration.

Two-factor authentication (2FA) and Strong Customer Authentication (SCA) are security measures that protect both you and your customers. For online payments, 3D Secure is activated, which requires the customer to approve the payment via their mobile banking app. This significantly reduces the risk of fraud and chargebacks. You can activate 2FA on your Venue Pay account to enhance login security.

If you experience technical issues, have questions, or wish to close your account, our support team is ready to help. You can contact us via email (info @ venuepay.dk) or phone (+45 89 93 67 67) during our opening hours. We also assist with changing user details, bank account, integrations, and the cancellation of payment services such as Apple Pay or Google Pay.

To obtain an acquiring agreement through Venue Pay, your webshop must meet the following requirements. The following information and elements must be clearly visible and accessible to the customer:

Terms and Conditions

Your customers must actively accept your webshop's terms and conditions before a purchase can be completed. A visible and clickable link to the terms must be present—either on the payment page or during the checkout process.
[See template for terms and conditions]

Subscription Terms

If you offer subscription-based products or services, the customer must actively accept the subscription terms before completing payment. It must also be clear how and when the subscription can be canceled. A link to these terms must be accessible.

Easy Access to Policies and Conditions

The following information must be easy for the customer to find and access:

• Terms and conditions

• Delivery conditions

• Right of withdrawal

• Return policy

Product "Descriptor"

The descriptor (name) that appears on the customer's bank statement must match either your business name or clearly be associated with the webshop name. This is particularly important if your webshop operates under a different name than your registered company.

Customer Service and Support

Your webshop must have clearly visible and accessible customer service contact details—both an email address and a phone number should be provided, e.g., in the footer or on a dedicated contact page.

Privacy Policy (Data Protection)

A privacy policy explaining how customer data is handled according to GDPR must be clearly visible and accessible on your webshop.

Product and Service Descriptions

All products and/or services must be accurately described with clear pricing, fees, possible subscription details, and any other relevant information so the customer can make an informed decision.

Contact and Company Information

Your webshop must include the following:

• Company name

• VAT/Company registration number (CVR)

• Email address

• Phone number

• Physical address
  This information should be visible—e.g., on an "About Us" or contact page.

Company's Physical Location at Time of Payment

It must be clear where the company is physically located at the time of payment.

Visible Payment Logos

If you accept payments via Visa, Mastercard, Dankort, MobilePay, Google Pay, and/or Apple Pay, the logos must be clearly displayed on the webshop—at a minimum in the footer and/or during the checkout process.

Note – if your webshop is not yet live

If your webshop is not yet publicly available, you must provide access to the acquiring partner via a test link or login, so they can review the site as part of your application for an acquiring agreement via Venue Pay.