Fees are charges applied for using our payment services. They cover the costs of processing transactions, maintaining your account, transferring funds, and managing disputes. These fees reflect charges from card networks, banks, and service providers, as well as the operational and compliance requirements needed to securely and reliably support your business.
To locate your fees, please locate the rates section in the portal, or refer to either your MPA or most recent Fee Change addendum.
Below will be a breakdown of what each fee is and when it is applied alongside some examples.
Processing fee
As a business, processing fees vary based on where your customer’s card is issued relative to your business location.
Domestic: Applied when the card is issued in the same country as your business. These are typically the lowest fees due to reduced network and settlement costs. (e.g. A Lloyds Bank card used in the UK (Lloyds is a British bank) is a domestic transaction)
Intra: Applied when the card is issued in a different country within the same region as your business (for example, within the EU). These fees are higher than domestic due to cross-border processing within the region. (e.g. A Lloyds Bank card used in Latvia is an intra-regional transaction (UK to EU))
Inter: Applied when the card is issued outside of your business’s region. These are usually the highest fees, reflecting international processing, increased risk, and potential currency conversion costs. (e.g. A Lloyds Bank card used in South Africa is an inter-regional transaction)
Transaction Fees
Fee Type | When it is applied |
Sales | Applied when a card payment is successfully authorised and captured, and funds are transferred to your business. |
Decline | Applied when a card payment attempt is unsuccessful, such as when the issuing bank rejects the transaction. |
Refund | Applied when you return funds to a customer after a completed sale, whether partial or full. |
Chargeback | Applied when a customer disputes a transaction through their bank, resulting in the transaction amount being reversed and a formal dispute process starting. |
Retrieval request | Applied when the cardholder’s bank requests transaction information or supporting documentation, typically before or during a chargeback. |
Representment | Applied when you submit evidence to challenge a chargeback, requesting that the disputed funds be returned to you. |
Pre-arbitration | Applied when a dispute progresses beyond representment but before formal arbitration, usually because the cardholder’s bank does not accept your evidence. |
Other Fees
Fee Type | Why it is applied |
One-off Setup Fee | Applied once when your account is created, covering onboarding, configuration, and initial setup. |
Monthly Fee | Applied on a recurring monthly basis to maintain your account, platform access, and ongoing support, it may also cover any terminal related costs. |
SIM card Fee | Applied when a SIM card is provided or used, covering connectivity for payment devices. |
Wire fee | Applied when funds are transferred via bank wire. This fee is usually dependent on your bank’s pricing and processing policies and may vary accordingly. |
If you have questions, please contact [email protected] or reach out in our live chat for assistance.