Terms of Service

1. Acceptance of these terms

These Terms of Service (“Terms”) govern your access to and use of the NeoPayments website and set out the general framework under which NeoPayments LLC (“NeoPayments”, “we”, “us”, “our”) provides its services. By using this website or submitting information to us, you agree to these Terms. If you use the website on behalf of a business, you confirm that you are authorised to accept these Terms on its behalf.

If you do not agree to these Terms, please do not use the website or our services.

2. Our services

NeoPayments operates payment methods and payment gateway services for merchants. Depending on the merchant’s agreement, our services may include card acceptance, digital wallets, local and alternative payment methods, hosted checkout pages, a payments API, a merchant dashboard, multi-currency processing and settlement, and fraud screening tools.

The availability of particular payment methods, currencies, countries and features depends on the merchant’s business, its location, the requirements of our banking and payment method partners, and applicable law. Information on this website is a general description and does not constitute an offer to provide any specific service.

3. Merchant eligibility and onboarding

Our processing services are available only to businesses and professionals, not to consumers acting for personal purposes. Before a merchant can use our services, we carry out know-your-customer (KYC) and know-your-business (KYB) checks, which may include verification of the company, its beneficial owners and authorised representatives, its business model and website, and sanctions and adverse media screening. We may also request further information at any time during the relationship.

We may refuse any application, or decline to offer a particular payment method or feature, at our discretion and without giving reasons where the law or our partners’ requirements do not allow us to disclose them.

4. Merchant agreement

Payment processing services are provided only under a separate written merchant agreement between NeoPayments and the merchant, which may include service schedules, pricing and partner-specific terms. These Terms apply in addition to that agreement. If there is any conflict between these Terms and a merchant agreement, the merchant agreement prevails.

5. Acceptable use

You may use our website and services only for lawful purposes. You must not:

• use our services for any illegal goods, services or transactions, or for any business that is prohibited or restricted by card scheme rules, our partners or applicable law, unless we have expressly approved it in writing;
• process transactions that do not reflect a genuine sale of goods or services between the cardholder and the merchant, including transaction laundering, factoring or processing on behalf of undisclosed third parties;
• engage in fraud, money laundering, terrorist financing or sanctions evasion, or attempt to do so;
• provide false, misleading or incomplete information to us;
• interfere with, disrupt, probe or attempt to gain unauthorised access to our website, API or systems, or bypass any security or rate-limiting measures;
• introduce malicious code, or use automated means to access the website other than through our documented API;
• copy, resell or make our services available to third parties except as permitted in a merchant agreement.

6. Merchant obligations

Merchants using our services must:

• comply with all applicable laws and with the rules of the card schemes and payment method providers whose methods they accept;
• provide accurate and complete information during onboarding and inform us promptly of any change to their ownership, business activities, website or bank details;
• clearly describe their goods and services, prices, delivery terms and refund policy to their customers;
• process refunds in line with their published policy and applicable law, and respond to chargebacks and retrieval requests within the time limits we communicate;
• keep their chargeback and fraud rates within the thresholds set by card schemes and payment method providers;
• keep their account credentials and API keys confidential and protect any payment data they handle in line with PCI DSS requirements;
• maintain a privacy notice that informs their customers about the processing of payment data.

Merchants are responsible for chargebacks, refunds, reversals, fines and assessments imposed by card schemes or payment method providers that arise from their transactions or conduct.

7. Fees

Fees for our services are set out in the merchant’s agreement and pricing schedule. Any pricing shown on this website is indicative. Unless agreed otherwise, fees are deducted from settlement amounts. Fees may be changed in accordance with the merchant agreement, including where our partners change their charges.

8. Settlement and reserves

We settle funds due to merchants, net of fees, refunds, chargebacks and other amounts owed, to the bank account verified during onboarding, according to the settlement schedule and currencies set out in the merchant agreement. Settlement may be delayed where required by our banking partners, public holidays, or pending compliance or fraud checks.

To manage risk, we may require a rolling reserve, a fixed reserve or a delayed settlement schedule, and may adjust these requirements where the merchant’s risk profile changes, for example because of elevated chargeback levels, changes in business model or suspected fraud. We may set off amounts the merchant owes us against any funds we hold for the merchant.

9. Suspension and termination

We may suspend or restrict access to our website or services, withhold settlement, or terminate a merchant relationship where:

• a merchant breaches these Terms or its merchant agreement;
• we reasonably suspect fraud, money laundering, prohibited activity or a security threat;
• a card scheme, payment method provider, acquiring bank or authority requires us to do so;
• the merchant’s chargeback, refund or fraud levels exceed acceptable thresholds;
• continued provision of the services would expose us or our partners to legal, regulatory or financial risk.

Where the law allows, we will inform the merchant of the reason. Termination does not affect obligations that arose before it, including liability for chargebacks and refunds relating to earlier transactions, and we may retain funds for the period needed to cover such liabilities. Termination by the merchant is governed by the merchant agreement.

10. Intellectual property

The website, the NeoPayments name and logo, our software, API, documentation and dashboard, and all related intellectual property rights belong to NeoPayments or its licensors. Merchants receive a limited, non-exclusive, non-transferable right to use our services and documentation for the duration of their merchant agreement and only for its purposes. You must not copy, modify, reverse engineer or create derivative works from our software except as permitted by law.

If you send us feedback or suggestions, we may use them without obligation to you.

11. Third-party payment methods

Some payment methods are provided by third parties such as card schemes, acquiring banks, digital wallet operators and local payment method providers. Their availability, rules, fees and processing times are set by those providers and may change. Merchants may be required to accept additional terms from these providers. We are not responsible for the acts or omissions of third-party providers, or for the content of third-party websites linked from our website.

12. Disclaimers

The website and its content are provided for general information on an “as is” and “as available” basis. We aim to keep information accurate and our services available, but we do not warrant that the website or services will be uninterrupted, error-free or free of harmful components, or that fraud screening will detect all fraudulent transactions. To the extent permitted by applicable law, we disclaim all implied warranties, including warranties of merchantability, fitness for a particular purpose and non-infringement.

13. Limitation of liability

To the extent permitted by applicable law, NeoPayments is not liable for any indirect, incidental, special, consequential or punitive loss or damage, or for any loss of profits, revenue, business, goodwill or data, arising out of or in connection with the website or our services.

Our total liability arising out of or in connection with the use of this website is limited to one hundred US dollars (USD 100). Our liability in connection with processing services is subject to the limits set out in the merchant agreement.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for fraud or wilful misconduct.

14. Indemnification

Merchants and other users will indemnify and hold harmless NeoPayments, its affiliates and their personnel from any claims, losses, damages, fines, penalties and reasonable costs, including legal fees, arising from their breach of these Terms or of a merchant agreement, their violation of law or third-party rights, or disputes with their customers, including chargebacks and fines or assessments imposed by card schemes or payment method providers.

15. Changes to these terms

We may amend these Terms from time to time. The current version is published on this page with its “Last updated” date. Continued use of the website after changes are published constitutes acceptance of the updated Terms. Changes affecting merchants’ processing services take effect as set out in the merchant agreement.

16. Applicable law

These Terms and any dispute arising out of or in connection with them are governed by applicable law. The governing law and jurisdiction for processing services are set out in the merchant agreement. If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in full force. Our failure to enforce a provision is not a waiver of our right to do so later.

17. Contact

For questions about these Terms or our services, please use our contact form.