Last updated: 4 december 2025

Terms of Service for Payment Devices

Introduction

These additional Terms of Service - Payment Devices (the “Additional Terms”) govern the delivery and use of payment devices (“Payment Devices”) provided by Rootline to a Merchant to access and use the Payment Acquiring Services of Rootline and the associated services provided by Rootline to enable and support the use of such Payment Devices (“Device Services”). By ordering and/or using our Payment Devices, you agree to these Terms, which will form an integral part of your Merchant Agreement with Rootline and apply in addition to and where relevant in deviation of Rootline’s general Terms of Service. Capitalized terms not defined in this document have the meanings assigned to them in the Merchant Agreement or the general Terms of Service.

Payments processed via Payment Devices follow the same process as online payments and are covered by the terms of the Merchant Agreement except as otherwise set out in these Additional Terms. Funds received from successful transactions, processed through Rootline’s Payment Acquiring Service, will be settled into the Merchant’s Balance Account on the Rootline Platform. To be able to use the Payment Devices for Transaction processing, Merchant must have a valid Merchant Agreement with Rootline. 

Rootline may periodically revise these Additional Terms including but not limited to reflect updates and changes to the Device Services technical changes, or new features by posting an updated version of these Terms on the Dashboard or via notice to Merchant. Continued use of the Payment Devices or Device Services after an updated version of the Terms have been posted or sent to you, constitutes your acceptance of the revised Additional Terms.

This document outlines responsibilities of both Rootline and the Merchant with respect to Payment Devices and Device Services and related  service level expectations, support obligations, and legal disclaimers. Merchants are advised to review these Terms carefully before ordering, activating or using any Devices. Further Merchants should review and apply all usage instructions and manuals provided with respect to the Devices and the Devices Services, expressly including any updates of these as provided from time to time via the Dashboard and/or notice to Merchant. 

 1. PAYMENT DEVICES SALE OR RENTAL

1.1 Order Eligibility: Only Partner Merchants may place orders for Payment Devices directly with Rootline for themselves and/or for their Client Merchants. Client Merchants cannot order Payment Devices directly with Rootline.

1.2 Ownership: Merchants may rent or purchase Payment Devices from Rootline as agreed between the parties when the Payment Devices are ordered. Pricing is agreed per order as documented in such order. Payment Devices stay property of Rootline except if the Payment Devices are purchased by Merchant and payment for the Payment Devices is received in full by Rootline. After their receipt, Merchant is responsible for the proper treatment of the Payment Devices and for any loss or damage to the Payment Devices, also if they are rented. 

1.3 Resale and Distribution: Partner Merchants may resell or rent Payment Devices to Client Merchants, provided this is in accordance with their agreement with Rootline and applicable laws and regulations. So Payment Devices which are rented by Partner Merchants cannot be sold to Client Merchants as ownership still resides with Rootline.

1.4 Shipping Conditions: Payment Devices are shipped based on availability. Large-volume orders may incur longer lead times depending on model, region, and stock levels. Estimated timelines and any necessary order commitments will be communicated separately. Payment Devices are delivered to the Partner Merchant and not directly to Client Merchants unless otherwise agreed in writing under the Partner Agreement or in a separate logistics agreement. Prices for Payment Devices exclude shipping costs except if expressly otherwise agreed. 

1.5 Delivery terms Payment Devices: Ownership of the Payment Devices shall remain with Rootline until Rootline has received full payment of the purchase price in cleared funds. Risk of loss, theft, or damage to the Payment Devices shall transfer to Partner Merchant upon handover to the first carrier at Rootline’s warehouse, in accordance with Incoterms® 2020 – EXW (Ex Works), unless otherwise agreed in writing between the parties. From the moment risk has transferred, Partner Merchant (or its Client Merchant) shall be solely responsible for proper treatment, safekeeping, storage, installation, and use of the Payment Devices, in accordance with Rootline's technical documentation, user manuals, and guidelines.  Any communicated delivery lead times are for indication only and not binding and any delay in delivery of Payment Devices shall not lead to liability for Rootline. 

1.6 Return of rented Payment Devices: Upon expiration or termination of the rental period the Merchant is obligated to return the Payment Devices in good working condition, subject to normal wear and tear, to Rootline’s designated return address in the Netherlands (then current address details are provided to Merchant on request)  unless expressly otherwise agreed in writing. Payment Devices must be returned within 20 business days after the rental ends. If a rented Payment Device is not returned in time, Rootline may charge late fees or replacement fees as per its standard policy.

1.7 Warranty: For purchased Payment Devices, the Merchant must inspect the Payment Devices immediately upon delivery. Any visible defects must be reported in writing within two (2) days after delivery. Non-visible defects for purchased Payment Devices are covered by a twelve (12) month warranty from the delivery date. If a defect is discovered during this period, Rootline will repair or replace the Payment Device at no cost, provided the Merchant notifies Rootline in writing within five (5) days of discovering the issue and returns the defective Payment Device to Rootline as instructed. The warranty is void if the device is modified, misused, or damaged by external factors.

For rented Payment Devices, the Merchant must also inspect the Devices upon delivery and report any visible defects within two (2) days. Rootline will repair or replace faulty rented Payment Devices at no cost for the full duration of the rental period (except for damage or errors because the Payment Device is modified, misused, or damaged by external factors).

1.8 Payment Device Replacement: Upon receipt of a returned Payment Device for a valid warranty claim, Rootline will, subject to availability, within one business day  send a replacement Payment Device via standard shipping or, upon request, make it available for pickup.

1.9 Only for use with Rootline: Payment Devices provided by Rootline are only suited and allowed to be used in combination with Rootline Acquiring Services. They may not be resold to third parties and may not be used in combination with payment services of third parties. 

2. PAYMENT DEVICE RESPONSIBILITIES MERCHANT

2.1 Merchant Responsibility: Merchants are responsible for the proper use and integration of Payment Devices in line with Rootline’s technical documentation, specifications, and guidelines. Improper use, unsupported modifications, or faulty integration may lead to service interruptions, for which Rootline is not liable and assistance to resolve such issues (if Rootline agrees to provide such assistance) may be charged separately as Professional Services.

2.2 Merchant Responsibility: To ensure proper use of Rootline’s payment services and Payment Devices, the Merchant is required to:

• Operate the Payment Device in a suitable environment and for its intended transaction purposes only, using it responsibly and in accordance with its design;

• Refrain from modifying or disassembling the Payment Device without prior written approval from Rootline;

• Allow Rootline or an authorized representative to inspect the Payment Device during regular business hours, with reasonable notice;

• Prevent unauthorized third parties from using the Payment Device or submitting transactions on behalf of others; the Payment Device may only be used by the Merchant itself for transactions under their registered business with Rootline;

• Follow all applicable documentation and usage guidelines provided by Rootline, including network requirements, security measures, and device instructions;

• Comply with and ensure compliance by any third party it allows to access and use the Payment Devices to  PCI DSS security standards (including by completing Self Assessment Questionnaires) and Scheme Rules when integrating to and using the Payment Devices. 

Non compliance to the above  requirements and restrictions can lead to abuse, fraud, legal liabilities and/or fines applied by the Scheme Owners and/or service suspension/termination.

3. PAYMENT DEVICES SUPPORT

3.1 Monthly Device Service Fee: For enabling the Payment Devices to connect to the Rootline Platform, Rootline charges Merchant a monthly fixed fee for each Payment Device that is registered on the Rootline Platform for Merchant and has an active account there. The monthly Device Service Fee is charged at the then current standard fee of Rootline or if applicable the fee agreed between the parties in writing. 

3.2 Implementation: Rootline will support the Merchant and any third-party suppliers involved in the implementation by providing access to test accounts on the Rootline test platform. In addition, Rootline will offer reasonable technical guidance upon request to assist with integration efforts.

3.3 Updates: Rootline will make regular updates available for the standard operating software installed on supported Payment Devices and as standard pushes updates to Payment Devices when they go online. Merchants must ensure such updates are promptly implemented to maintain the security and integrity of  Payment Devices.  

3.4 Minimum support period: Rootline commits to support Payment Devices and provide software updates for Payment Devices for a minimum period of 2 years after delivery to the Merchant. Rootline will use all reasonable efforts to provide are least 3 months prior notice to Merchant for any end of support for a specific type of Payment Device. If Rootline ends support for a specific type of Payment Device less than 2 years after its delivery, Rootline will offer a discount for purchasing replacement Payment Devices as compensation for the shorter usage period.  

3.5 First-line Support: The Partner Merchant is responsible for all first-line support activities for Client Merchants and end users of the Payment Devices. This includes all on-site responsibilities, such as installation, troubleshooting, or device replacement. In the event of issues with Payment Devices, in-store personnel should contact the Partner Merchant’s designated first-line support team (“First-Line Support”). To enable effective first-line support, Rootline will provide the Merchant with the necessary training materials and supporting documentation.

First-line support includes general troubleshooting and triage related to the Payment Devices, such as resolving issues with the Merchant’s local network, identifying and addressing hardware or accessory failures, performing basic configuration of Payment Devices and associated accounts, and handling cases involving theft, fraud, or loss of devices. It also encompasses transaction-related troubleshooting, including investigating payment statuses such as refunds and decline reasons, as well as assisting with payment retries where necessary.

3.6 Second-line Support: Merchant’s First Line support team can, at no additional charge, contact Rootline's second-line support helpdesk (“Second Line Support”) in case of an issue occurring in the Rootline Payment Device Software which cannot be resolved by the First Line Support using the documentation and tools provided by Rootline to Merchant. Rootline is not required to provide support to Payment Devices which are not updated to the latest available software versions as made available by Rootline.