24/7 priority support Terms & Conditions

Effective as of 31/03/2025

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

These Terms and Conditions apply exclusively to the 24/7 priority support service and to the Price match offer for which you are eligible (the “Offer”). Please note that SumUp´s General Terms & Conditions and all other terms remain applicable.

1. Who can benefit from the Offer?

1.1 In order to benefit from the Offer for the duration of your subscription, you must have opened an account (“SumUp Account”, “Profile” or “Account”) and have accepted the General Terms and Conditions and you must have purchased a “Plus” or “Pro” subscription.

1.2 You can also benefit from the Offer for the next six (6) months, if you have opened an account (“SumUp Account”, “Profile” or “Account”) and have accepted the General Terms and Conditions; and if you had at least generated:

  • more than £15,000 (fifteen thousand Pounds) in SumUp payment transactions (transactions via card reader, Tap to Pay and/ or Online Payments) over the last three (3) consecutive months; or

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

1.3 Alternatively, if you do not fulfill the criteria listed above, you can benefit from the Offer for the next four (4) months if you have:

  • purchased a POS Lite hardware product; or

  • signed up for SumUp services with SumUp’s sales team remotely or in person; and

  • opened an account (“SumUp Account”, “Profile” or “Account”) and  accepted the General Terms and Conditions.

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.

Please also note that SumUp Customer Support 24/7 is not available for POS Pro users.

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 validity of the Offer and the conditions of its renewal depend on the condition(s) you fulfilled according to our eligibility condition stipulated on 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.

4.1 Initial term for the duration of the subscription

If you have opened a SumUp Account and have purchased a “Plus” or “Pro” subscription, the Offer is valid for the duration of your subscription.

The initial term starts from the day you purchased a “Plus” or “Pro” subscription.

Upon expiration of the initial term, this agreement will automatically renew for successive renewal periods of six (6) months only if you are eligible for the Offer according to the eligibility criteria stipulated in 1.2 of these Terms and conditions. 

4.2 Initial term of six (6) months

If you have opened a SumUp Account and have fulfilled one of the eligibility criteria, listed in section 1.2, the Offer is valid for a period of six (6) months.

The initial term begins on the first day of the month following which you fulfilled the eligibility listed in section 1.2.

Upon expiration of the initial term, this agreement will automatically renew for successive renewal periods of six (6) months unless you are not eligible for the Offer anymore according to our eligibility criteria stipulated in section 1.2 of these Terms and conditions.  

4.3 Initial term of four (4) months

Alternatively, if you have opened a SumUp Account and have fulfilled one of the eligibility criteria, listed in section 1.3, the Offer is valid for a period of four (4) months.

If you signed up for SumUp Services with SumUp’s sales team remotely or in person and you have placed an hardware order within thirty (30) days, the initial term starts from the day you have placed the order.

Alternatively if you have placed an order online for the POS Lite hardware product within thirty (30) days from the date of signup, the initial term starts from the delivery date of the product.

Or if you have purchased a POS Lite hardware product in store, the initial term starts from the first day in which the first transaction is made.

Upon expiration of the initial term, this agreement will only automatically renew for either:

  • for the duration for your subscription if you have purchased a “Plus” or “Pro” subscription ; or

  • successive renewal periods of six (6) months if you keep on meeting the eligibility condition of section 1.2.

If you do not fulfill the eligibility condition of section 1.1 or 1.2 you are not entitled to any renewal and you cannot benefit from the Offer anymore.

5. Non-Accumulation of Eligibility Criteria Clause

You may benefit from the Offer based on a single set of eligibility criteria during the initial term or any renewed period.

The eligibility criteria outlined in sections 1.1, 1.2, and 1.3 of these Terms and Conditions are mutually exclusive and cannot be combined or accumulated to extend the Offer or initiate a new period of eligibility.

During any given eligibility period, you may not qualify for additional benefits or renewals by fulfilling another set of eligibility criteria. For example, purchasing a new POS Lite hardware product during an already active eligibility period does not grant an additional or extended period of benefit.

Upon the expiration of the current eligibility period, you may only renew the Offer if you meet the criteria applicable to the renewal of the specific period you are in, as stipulated in sections 1.1 or 1.2 of these Terms and Conditions.