User Agreement
1. Who this is between
This agreement is between you — the account holder, called “you” or “the merchant” — and PlumePay, operated by Netser Group Holdings Limited, Hong Kong. It governs your use of the PlumePay dashboard, API and checkout.
2. What PlumePay does
PlumePay is an intermediary. Your customer pays PlumePay; PlumePay pays you. We hold the acquiring relationship with the card processor, which is why you do not need one of your own. We are not a bank, we do not lend, and balances held for you are not deposits and are not insured as deposits.
3. What it costs
Commission is deducted from each sale according to your plan:
| Plan | Commission | You keep | Payout | Price |
|---|---|---|---|---|
| Regular | 6.99% | 93.01% | T+2 | Included |
| Premium | 5.99% | 94.01% | T+1 | $99.00 / 365 days |
Card processing is included in that commission. You are never invoiced separately for it. This table is generated from the live rate table, so it states what you are actually charged rather than what a document once said.
Volume limit on Premium. The 5.99% rate applies to the first $2,500.00 you process in a calendar month. Volume beyond that is charged at the 6.99% standard rate. A single sale that crosses the limit is split, and each part is charged at its own rate — the whole transaction is not rounded up.
Where you price a sale in a currency other than our settlement currency, the amount is converted when it settles and a conversion cost applies. We may change published rates with reasonable notice. A change never alters the terms of a sale already made: every order records the rate it was created under.
4. Getting paid
- Your share of a sale is held until it clears, then released to your PlumePay wallet on your plan's schedule.
- A payout runs only once the amount owed reaches your plan's minimum. Below that it rolls into the next run.
- We may delay or withhold a payout where we reasonably suspect fraud, a dispute, or a breach of this agreement, and will tell you why.
5. Refunds, chargebacks and disputes
Refunding your customers is your responsibility. When an order is refunded, the amount credited to you is reversed. Where a payout has already been made, the amount becomes a debt owed to us and may be recovered from later sales.
A chargeback is a decision by the cardholder's bank, not by us. We will pass on the evidence you provide, but we cannot overturn one and we do not guarantee the outcome. Costs charged to us by the card scheme for a chargeback may be passed on to you.
6. What you must not do
You may not use PlumePay to take payment for:
- anything illegal where you or your customer are located;
- goods or services you cannot lawfully supply;
- transactions you know or suspect to be fraudulent, or made with a card you are not authorised to charge;
- disguising the true nature of a payment, including processing on behalf of an undisclosed third party.
We may suspend an account that appears to be doing any of these, and are required to report certain activity to the card schemes and to the authorities.
7. Your account
Keep your password and API credentials to yourself. Anything done with your API secret is treated as done by you, so reissue it immediately if you think it has been exposed — you can do that yourself from the merchant settings page. Tell us promptly if you believe your account has been used without your permission.
8. Availability
We aim to keep the service available but do not promise uninterrupted operation. We depend on a card processor and a banking network we do not control, and outages in either will affect PlumePay.
9. Liability
Nothing here excludes liability that cannot lawfully be excluded, including for fraud. Subject to that, our total liability to you for any claim is limited to the commission we charged you in the three months before the claim arose. We are not liable for lost profits, lost sales or lost data.
10. Ending it
You may close your account at any time. We may end this agreement with reasonable notice, or immediately for a serious breach. On closure we will pay out any balance owed to you, less amounts we are entitled to withhold, once the period for chargebacks on your recent sales has passed.
11. Changes
We may change these terms. Material changes will be notified to the email on your account before they take effect. Continuing to use PlumePay after that is acceptance.
12. Law
This agreement is governed by the laws of Hong Kong, and the courts of Hong Kong have exclusive jurisdiction.
13. Contact
Questions about this agreement: [email protected].