FAQ

Last Updated: 11/24/2023

While we strive to ensure the accuracy and relevance of the information contained herein, this Frequently Asked Questions (FAQ) is provided for informational purposes only and is not intended to modify or form part of any agreement or contract. The information provided in this FAQ is subject to change without notice.

Warranty Questions

What is the equipment warranty?

All equipment is warranted for 1 year, from the date of purchase, against defects in materials and workmanship. The warranty covers normal wear and tear. Equipment failures as a result of abuse or environmental problems (power spikes, outages, etc.) are not covered.

What happens if hardware is damaged outside of warranty?

The merchant must purchase replacement hardware at the prevailing retail value. The customer must continue to pay the subscription costs.

What happens if hardware is damaged during the warranty period?

Refer to the warranty policy for details. As a general overview, a merchant will ship the defective hardware to Plum. Plum will determine the cause of the hardware failure. If the hardware failure is determined to be due to normal wear and tear, Plum will repair or replace the hardware at our discretion. If the hardware failure is determined not to have resulted from normal wear and tear, merchant will be notified and hardware will be returned (at merchant's expense) or recycled.

End of Term Questions

How long is the term?

The initial term of the subscription is 36 months. On expiration of the initial term, the agreement will automatically renew for successive 36-month terms.

What happens at the end the term?

Unless the MSA is cancelled prior to the renewal date, the subscription automatically renews for successive 36-month terms.

What happens in the case of store closure before the end of the term?

The merchant is responsible for paying the subscription amount through the end of the term. The early termination fee is the full amount that would be paid under the remaining subscription term.

Pricing Questions

Can the subscription price increase during the contract term?

The monthly subscription amount is subject to an annual increase based on the Consumer Price Index (CPI).

Can I add additional terminals after the initial contract?

Yes, you can purchase additional terminals and add subscriptions for your system at anytime. For example, based on the date of this writing, to add an additional terminal you would purchase the hardware for $1000 one-time and pay an additional $75 per month for the subscription.