PAY ASSIST TERMS OF BUSINESS

Last Updated: January 2026

These Terms govern provision of services by Pay Assist to payment businesses in the UK.

By signing an Order Form or using our services, you agree to these Terms.

1. DEFINITIONS

• We/Us/Our: Pay Assist, Gibraltar Company No. 123970
• You/Your: The payment business subscribing to our services
• Services: AI payment query resolution, merchant support automation, data intelligence
• Platform: Our software systems, AI agents, telecommunications infrastructure
• Commencement Date: Date you first use Services or date in Order Form
• Business Day: Monday-Friday, 9am-5pm UK time, excluding public holidays

2. SERVICE PROVISION

What We Provide:

• 24/7 AI-powered payment query resolution
• Merchant and cardholder support automation
• Live settlement, chargeback and transaction data intelligence
• Full interaction recordings, transcripts, and analytics

How We Deliver:

• API, webhook, and SFTP integrations with your payment data
• AI voice and messaging agents with human escalation
• Integration with your existing acquiring infrastructure

What We Don't Provide:

• Payment processing or acquiring services
• Financial or legal advice
• Guaranteed business outcomes

3. YOUR OBLIGATIONS

• Provide accurate business and payment infrastructure information
• Grant necessary API, webhook, or data access required for integration
• Use Services lawfully only
• Maintain account security
• Pay on time

4. PRICING & PAYMENT

• Onboarding fee: £250
• Monthly subscription: Billed in advance
• Usage overages: Billed in arrears
• Payment due: 14 days from invoice
• Late payment: Interest at 4% above BoE base rate
• Suspension: After 30 days overdue with no communication
• VAT: You account for VAT under reverse charge rules

5. FAIR USAGE POLICY

• Query resolution volume: As defined in your Order Form
• Prohibited: Automated abuse, bulk testing, or misuse of the platform
• Excess usage: Additional charges or temporary restrictions may apply

6. SERVICE LEVELS

• Uptime: 99.95% target per month
• Standard support: 8 business hour response
• Premium support: 30-minute critical response
• Report faults: support@pay-assist.io

7. DATA PROTECTION

• Full UK GDPR, DPA 2018 compliance
• PCI DSS compliant throughout
• Interaction recordings stored securely; retention per Order Form
• You warrant proper merchant and cardholder consents obtained
• Separate DPA available on request
• You indemnify us for your data protection breaches

8. CONFIDENTIALITY

• Both parties keep confidential info secure
• 5-year obligation post-termination
• Permitted disclosures: legal requirements, professional advisers

9. INTELLECTUAL PROPERTY

• Our IP: Platform, software, AI models remain ours
• Your IP: Your brand, merchant data, and transaction records remain yours
• Call data: You own; we use anonymised data for improvements

10. WARRANTIES

We warrant:

• Services with reasonable skill and care
• Compliance with applicable laws

We don't warrant:

• Uninterrupted or error-free service
• Specific business targets
• AI agents will never make mistakes

11. LIABILITY

Not limited:

• Death/injury from negligence
• Fraud or fraudulent misrepresentation

Limited/Excluded:

• Indirect losses (lost profits, revenue, opportunity)
• Consequential losses
• Third-party system failures

Liability cap: Total fees paid in past 12 months

You indemnify us for your breaches, misuse, data protection failures.

12. TERM & TERMINATION

• Initial term: 12 months from Commencement Date
• Renewal: Automatic 12-month periods
• Cancellation: 30 days' notice before renewal
• Early termination: Material breach, insolvency, ceasing trade
• Suspension: 30+ days payment overdue with no communication

On termination:

• Pay all outstanding fees
• Lose access to Platform
• We return/delete your data per instructions

13. FORCE MAJEURE

Neither party liable for delays from events beyond control (disasters, pandemics, war, government actions, network failures).

14. GENERAL PROVISIONS

• Entire agreement: These Terms + Order Form
• Amendments: 30 days' notice
• Assignment: We may assign; you need our consent
• Governing law: England and Wales
• Jurisdiction: Courts of England and Wales

15. PRICING SCHEDULE

Pricing is agreed per Order Form based on your deployment type, query volume, and integration requirements. All fees are set out in your signed Order Form.

• Platform fee: Monthly subscription as per Order Form
• Usage: Volume-based charges as per Order Form
• Enterprise: Custom pricing available — contact us at hello@pay-assist.io

ACCEPTANCE

By signing an Order Form, clicking "I Accept," or using Services, you confirm you've read and agree to these Terms.

Questions: legal@pay-assist.io