Frequently Asked Questions (FAQ)
General Information
What is Nuvioo?
Nuvioo provides payment processing solutions, including credit card transactions, ACH payments, and other approved payment methods. Our services include transaction processing, reporting tools, and customer support.
Who is eligible to use Nuvioo's services?
Businesses, including sole proprietorships and non-profits based in the United States, are eligible. Representatives must be authorized to act on behalf of the entity and meet legal age requirements.
Merchant Agreement
What services does Nuvioo offer to merchants?
We facilitate payment processing, including authorization, capture, and settlement. Additional features may include transaction reporting and integration with third-party financial systems.
What are my responsibilities as a merchant?
Merchants must comply with applicable laws, follow PCI DSS standards, and ensure the security of sensitive customer data. Businesses must not process unauthorized or fraudulent transactions.
What fees should I expect?
Merchants are subject to processing fees (e.g., 2.79% + $0.10 per transaction), chargeback fees, and monthly account fees. Additional charges may apply based on your service usage.
How are disputes or chargebacks handled?
Merchants are responsible for resolving disputes within 10 business days and providing necessary documentation. Chargebacks incur additional fees as outlined in the agreement.
What happens if I need to terminate my agreement?
The agreement can be terminated by either party with 30 days' written notice. Early termination may involve fees depending on the contract terms.
Cancellation Policy
How do I cancel my contract?
Submit a cancellation notice at least 30 days in advance via email to support@nuvioo.com or through the admin portal. Ensure your notice includes the reason for cancellation, account details, and contact information.
What happens to the equipment after cancellation?
All equipment must be returned within the notice period in good condition with original packaging and accessories. Restocking and refurbishment fees may apply.
Are there fees for early cancellation?
Yes, early termination fees equal 25% of the remaining contractual balance. Additionally, outstanding balances must be cleared to finalize cancellation.
What if I miss the notice period or fail to return equipment?
Failure to provide proper notice or return equipment results in the obligation to fulfill the entire contract term, including continued monthly fees.
Refund and Return Policy
Can I return hardware purchased from Nuvioo?
Yes, hardware can be returned within 30 days of purchase, provided it is in new or like-new condition. A 25% restocking fee applies to all returns.
What items are not eligible for return?
Non-returnable items include customized hardware, digital subscriptions, items with visible misuse or modifications, and products missing parts or packaging.
How do I process a return?
- Request a Return Merchandise Authorization (RMA) by contacting support at support@nuvioo.com.
- Ship the item in its original packaging with the RMA number clearly marked.
- Refunds will be processed within 7–10 business days after inspection, minus restocking fees.
What if I received a defective or incorrect item?
Contact support to initiate an exchange. If an exchange is not possible due to stock limitations, a refund will be processed.
Warranty Policy
What warranty coverage does Nuvioo offer?
- Nuvioo Station: 1-year standard warranty, extendable up to 3 years.
- Nuvioo Handheld POS: 1-year standard warranty, extendable up to 3 years.
- Nuvioo Mix: 3-year standard warranty.
What does the warranty cover?
The warranty covers manufacturer defects and hardware malfunctions under normal use. It does not cover damage caused by misuse, unauthorized modifications, or extreme conditions.
How do I file a warranty claim?
- Contact support for an RMA number.
- Ship the item with all original components and packaging.
- Nuvioo will inspect the product and, if eligible, provide repair or replacement.
Are extended warranties available?
Yes, extended warranties can be purchased for select products to extend coverage beyond the standard warranty period.
E-Signature and Payment Consent
What is Nuvioo's policy on electronic communications?
By using Nuvioo services, you consent to receive agreements, billing records, notifications, and other communications electronically. These have the same legal standing as paper documents.
How can I withdraw my consent for electronic communications?
You can opt out through your Nuvioo dashboard or by contacting support. Note that opting out may limit your ability to use certain services.
Can I request paper copies of agreements or communications?
Yes, paper copies are available upon request. Contact support with the details of the documents you need.
Liability and User Protection
What happens if there is a data breach?
Merchants are responsible for implementing reasonable security measures to protect customer data. If a breach occurs, merchants must notify Nuvioo immediately.
What are Nuvioo’s liability limits?
Nuvioo's liability is limited to the total processing fees collected in the three months prior to the claim or $500, whichever is greater. Nuvioo is not responsible for indirect or consequential damages.
What disputes are resolved through arbitration?
All disputes, except those related to intellectual property rights, are subject to binding arbitration under U.S. laws. Class-action lawsuits are prohibited.
Account Management and Payments
How do I update my account information?
Log in to your Nuvioo dashboard to update your contact details, bank account information, or other business-related data.
What are the rules for holding funds?
Nuvioo may hold funds in a reserve account to secure potential liabilities, such as chargebacks or disputes. Unclaimed funds may be transferred to government authorities as required by law.
How are service fees collected?
Fees are deducted from transaction settlements or invoiced directly to your account. Ensure your account has sufficient funds to cover these charges.
Technical and Support
What technical requirements are needed for using Nuvioo services?
You’ll need an internet-connected device, a current browser, and software to access documents (e.g., Adobe Reader for PDFs). For mobile notifications, ensure your device can receive text messages.
Does Nuvioo provide customer support?
Yes, general support is available for merchants. For assistance, contact us via email, the admin portal, or phone during business hours.
What are the risks of using Beta services?
Beta services may contain bugs and are not recommended for production environments. Use them at your own risk and provide feedback to help improve the services.
Miscellaneous
Can Nuvioo modify its services or agreements?
Yes, Nuvioo reserves the right to update services or terms. Significant changes will be communicated with at least 30 days' notice.
How does Nuvioo protect user data?
Nuvioo adheres to strict data protection and privacy standards, including compliance with PCI DSS. Merchants must also ensure customer consent for data collection and usage.
What if I have further questions?
For additional information, contact Nuvioo support via support@nuvioo.com or your admin dashboard.
