Priority Support Service Package Terms & Conditions

Effective as of 13/01/2025

Note: Please print a copy of this document and retain it for future reference.

These Terms and Conditions apply exclusively to the Priority Support Service Package and to the Price match offer for which you are eligible (the “Offer”). Please note that SumUp´s General Terms and Conditions and all other terms remain applicable. 

1. Who can benefit from the Offer?

In order to benefit from the Offer for the next six (6) months: 

  • you must have opened an account in the United Kingdom (“SumUp Account”, “Profile” or “Account”) and have accepted the General Terms and Conditions; and

  • you must have generated more than £5,000 (five thousand Pounds) per month in SumUp payment transactions (transactions via card reader, Tap to Pay and/ or Online Payments) over the last 3 consecutive months; or 

  • You must have generated more than £60,000 (sixty thousand Pounds) within the last year. 

If you still meet the above criteria, you may continue to benefit from the Offer. 

2. At what cost can I benefit from the Offer? 

The Offer is free of charge.

3. What is included in the Offer? 

3.1. 24/7 Support & Priority Access 

You have access to SumUp Customer Support 24/7 via the SumUp App, using your preferred channels, such as phone or chat, for any queries.

Please note, service availability and/ or delays may be subject to technical reasons or circumstances beyond our control. In this case, SumUp bears no liability.

3.2. Card reader replacement

If your card reader experiences a material defect, even after the warranty period has expired, we will replace it at no additional cost.

However, if we cannot identify a material defect or we have valid reasons to believe that any defect or damage has been caused by you, we reserve the right not to replace the card reader. In such cases, the device will be returned to you at your expense.

If you have purchased accessories with your card reader (printer and charging station exclusively), you can also benefit from the replacement of these accessories under the same conditions. Other hardware products are excluded from the Offer.

We provide you with express shipping but cannot guarantee specific delivery times. Delays caused by third-party providers are beyond our control, and we are not liable for any resulting damages.

3.3. Price match 

SumUp offers a price match opportunity for specific types of transactions (“Eligible transactions”), based on the overall transaction costs (“Overall transaction costs”), subject to the following conditions:

  1. Eligible transactions:

    • Card-present transactions: Includes card readers and Tap to Pay transactions only.

    • Card-not-present transactions: Limited to Payment Links. Other card-not-present transactions are excluded.

  2. Proof of lower price:

    • To request a price match, you must provide valid documentation or proof in the form of an individualised offer or an invoice for the aforementioned transaction fees, not older than three (3) months, and specifically addressed to you as the owner of the SumUp Account. 

    • General public offers (e.g., advertisements, website listings, or newsletters) are not accepted as valid proof.

  3. Overall transaction costs: 

    • We will match the Overall transaction cost as a whole and we will not match each fee and cost that is part of the transaction. The Overall transaction costs are all the fees and costs charged, including but not limited to payment method fees (e.g. debit or credit card fees) fixed fee per transaction, subscription fee, rental fees, service fees, maintenance fee. 

  4. Limitations and adjustments:

    • We reserve the right to limit or exclude price matching for any reason at our sole discretion and to only match it once.

    • We reserve the right to adjust the matched price in line with SumUp’s General Terms and Conditions. Any such adjustments will be communicated to you in writing and in line with our General Terms and Conditions.

4. Renewal & Term

The Offer is valid for a period of 6 (six) months. Upon expiration of the initial term, this agreement will automatically renew for successive renewal periods of 6 (six) months unless you are not eligible for the Offer anymore according to our eligibility criteria stipulated in section 1 of these Terms and conditions.

We reserve the right to change the renewal and the term clause at any time with notice to you.