Piply Support Policy
Effective Date: July 22, 2026
Last Updated: July 22, 2026
1. Introduction
This Support Policy explains the technical support services provided by Piply LLC ("Piply," "we," "our," or "us") for our products and services. By using Piply's services, you acknowledge and agree to this Support Policy. This Support Policy should be read together with our Merchant Terms of Service, Hardware Terms, Return & Refund Policy, Shipping & Delivery Policy, and any other applicable agreements.
2. Scope of Support
Piply provides reasonable technical support for products and services purchased directly from Piply. Support may include assistance with:
● Payment terminal setup
● Payment processing functionality
● Hardware troubleshooting
● Account configuration
● General product guidance
● Basic troubleshooting and diagnostics
Support availability may vary depending on the product or service being used.
3. Customer Responsibilities
Customers are responsible for:
● Providing accurate information when requesting support.
● Maintaining reliable internet and electrical service.
● Following provided setup and troubleshooting instructions.
● Installing required software or firmware updates when applicable.
● Maintaining equipment in accordance with manufacturer recommendations.
Failure to complete reasonable troubleshooting steps may delay or prevent resolution.
4. Third-Party Products and Services
Certain products or services offered through Piply rely on third-party providers, manufacturers, software vendors, or service providers. While Piply will make reasonable efforts to assist customers, we cannot guarantee the performance, availability, or support provided by third parties. Some issues may require the customer to work directly with the applicable third party.
5. Support Availability
Piply strives to respond to support requests in a timely manner.
Response times may vary depending on:
● Request volume
● Business hours
● Issue complexity
● Availability of third-party providers
Piply does not guarantee specific response or resolution times unless separately agreed in writing.
6. Unsupported Issues
Support does not include issues resulting from:
● Customer misuse or negligence.
● Unauthorized repairs or modifications.
● Damage caused by accidents or environmental conditions.
● Unsupported hardware or software.
● Third-party products not sold or supported by Piply.
● Customer network, internet, or electrical service interruptions.
● Circumstances outside Piply's reasonable control.
7. On-Site Service
Unless otherwise agreed in writing, Piply provides support remotely.
On-site service, installation, maintenance, or training may be available for an additional fee where
offered.
8. Service Interruptions
While Piply strives to maintain reliable services, uninterrupted availability cannot be guaranteed. Temporary interruptions may occur due to:
● Maintenance
● Software updates
● Network issues
● Third-party service disruptions
● Circumstances beyond Piply's reasonable control
9. Limitation of Responsibility
Piply will use commercially reasonable efforts to provide quality support. However, Piply does not guarantee that every issue can be resolved or that services will always operate without interruption. To the fullest extent permitted by applicable law, Piply is not responsible for indirect, incidental, special, consequential, or business losses resulting from support delays, service interruptions, or unresolved technical issues.
10. Changes to This Support Policy
Piply may update this Support Policy from time to time to reflect changes in our products, services, business practices, or legal requirements.
Updated versions become effective upon publication unless otherwise stated.
11. Contact Us
Questions regarding this Support Policy may be directed to:
Piply LLC
Email: hello@getpiply.com
Website: getpiply.com