Instant payout terms

Effective Date: 1 June 2024 - v1

Sales & Return Policy

This Sales & Return Policy applies to your purchase of Helix Pay hardware and third party hardware and accessories (“Third Party Hardware” or “Products”) from Helix Pay.


Shipping

We will ship Products using a carrier selected by us. Your order checkout page shows your shipping method, estimated delivery time and any shipping fees. While we will try to meet your dispatch and delivery dates, we may be unable to do so in the event of low Product inventory. In addition, many events beyond our control can affect the delivery of your Products after we provide them to the carrier. Therefore, we are not liable for late shipment or delivery or any loss, damage or penalty you incur from any delay in shipment or delivery. Notwithstanding the foregoing, risk of loss and title for Products pass to you upon delivery to you.


Returns

If you are not fully satisfied with your purchase, you may return your Products within thirty (30) days of delivery so long as they are in their original condition and packaging and you enclose the original packing slip and the Return Authorization provided by Helix Pay. We will refund your purchase price in full, less a reasonable restocking fee which we may choose to waive. You must return all Products, cords, cables, parts and documentation that were included with the original package. Refunds will be applied to the original purchase method. Only Products purchased directly from Helix Pay can be returned to Helix Pay. Products you purchase through any of our authorised partners must be returned in accordance with their respective return policies.


Availability

The Products offered from Helix Pay consist of Third Party Hardware purchased, customized and resold by Helix Pay. From time to time, we may be unable to manufacture or obtain a sufficient supply of Products. In addition, there may be occasions when we confirm your order but subsequently learn that we are unable to supply your Products. Therefore, we reserve the right at any time to limit or change quantities available for purchase or to cancel your order. If we cancel your order, we will refund your purchase price in full.


Limited Hardware Warranty

Limited Product Guarantee Against Defects

Helix Pay guarantees the Helix Pay & Third Party Hardware against any defect in manufacture or workmanship or failure of the product to comply with the specifications set out in the instruction manual under normal use for a period of one (1) year from the date of delivery. If such defect appears within one year from the original date of delivery, Helix Pay will replace the product at no cost. This limited guarantee is in addition to (and does not affect) other rights and remedies you may be entitled to, including those under the Consumer Rights Act 2015.

To make a claim under the limited guarantee, please contact Helix Pay support at hardware@helixpay.com. You will be asked to provide a credit card to secure the return of your defective hardware to Helix Pay. Helix Pay will ship you the replacement hardware, along with any accompanying accessories. The replacement hardware should arrive within 7 business days. Return your Helix Hardware, along with all accessories, cords, cables, parts and documentation to Helix using the prepaid return shipping label provided, within fourteen (14) days of receiving your replacement hardware. If you fail to return your defective hardware as instructed and within the time frame specified by Helix Pay will charge the full cost of the replacement Helix Pay hardware to the credit card you provided when you initiated your guarantee-based return or from your merchant Balance.

This limited guarantee does not apply to:

Hardware that has been subjected to alteration, modifications/adaptations, abuse, misuse or otherwise used other than as set out in the instruction manual; or

Third Party Hardware, which is provided solely according to the guarantee and other terms specified by the manufacturer, who is solely responsible for service and support for its Product. For service, support or guarantee assistance, you should contact the manufacturer of the Third Party Hardware directly.

This limited warranty is governed by the laws of England and Wales, without regard to choice of law or conflicts of law principles. No Helix Pay reseller, agent, or employee is authorised to make any modification, extension or addition to any warranty offered, extended, or set forth by the applicable manufacturer with respect to Third Party Hardware.