Our Customer Guarantee & Lease Agreement

As a customer of Smartpay, you should be able to expect a certain standard of service and understand the various guarantees that we have in place. We want to make payments easy, and so we stand by a number of guarantees to ensure you receive the very best service, month after month.

Our Customer Guarantees

Best Price Guarantee -­ We’ll beat your best price by 10%

At Smartpay we guarantee to have the best price EFTPOS leases in New Zealand. This guarantee applies on all of our stocked EFTPOS terminals, from our simple, low­ cost options through to our fully integrated solutions.

This means that if you find a cheaper advertised price or have a written quote for the same product and service, we will beat it by at least 10% when you sign up with Smartpay. (Excludes trade and special quotes, stock liquidations, corporate deals, bespoke developments and commercial (more than 30) quantities. To ensure the lowest price, the actual price may be lower than that advertised).

Installation Guarantee

We understand that setting up shop can be a stressful time, with so many things to think about including installing EFTPOS, which often or not can be left till last minute. We want to ensure that your business is up and running and ready to accept payment. Smartpay will make sure the process is an easy one. We guarantee to have you up and running with a fully functioning EFTPOS machine within 48 hours of calling us for help. If it takes us longer, you’ll get 3 months free on your lease from us.

Terminal Leasing Guarantee ­- Network Compliance Assured

Lease a Smartpay approved terminal and the terminal is covered for all network compliance* for the term of the lease. If you do require a Network enforced update to your terminal we send you a new compliant terminal or download the new software version so there is no disruption to your service, there is no change to your lease price and no extra charge for this service.

This applies to all Smartpay customers that lease a terminal from the 1st of June 2011.

How it works?
If you lease a terminal from Smartpay and you are on the standard lease guarantee we will ensure that it meets the Network compliance standards. If there are changes that are required by the customer then there may be charges for this. Changes to your price occur if there is a change in the cost structure required to service our customers or for other price changes outside of Network Compliance.

What’s covered?
The Compliance guarantee covers any and all requirements for your EFTPOS terminals with NO additional upgrade charges.

If I need an upgrade when will this happen?
We have over 20,000 merchants running EFTPOS terminals. If there are upgrade dates we ensure that every customer is upgraded before their service is interrupted. If there are software upgrades many of these are done through our Terminal Management System so are done automatically.

* Network Compliance. This is governed by the certification issued by Paymark and EFTPOS NZ.This does not cover Kernel, PADSS or PCI compliance.

Easy Switch Guarantee

At Smartpay we value your business and appreciate that you have chosen to make the switch to us. This is why we have the Easy Switch Guarantee ­ to ensure the transition is smooth and that your introduction to our company is a good one.

During the changeover period we guarantee to have you up and running on the same day you receive the terminal or on any other day that it is convenient for you to make the switch.

If we can’t get the new terminal going on this day, we will send you a free consumable pack containing five EFTPOS paper rolls.*

If it takes us more than 24 hours to get your service switched over, we will arrange for a trained installer to come to your site free of charge, to ensure that you are up and running. We’ll also give you free rental for a month, along with the consumable pack.

* During this time you will not be without your service as we keep your old EFTPOS terminal running until we know the new one is working.

Lease Agreement

Hardware Warranty

All of our products have a twelve month warranty.* If something is not right, let us know and we will make it right. If you lease equipment from us you are covered by our service contract.

24/7 Telephone Support

Your Standard Lease Agreement entitles you to 24 hour x 7 day a week telephone support. Simply call 0800 4 SMARTPAY and our technical support staff will assist with any problems you experience.

Multi Language Support

We have helpdesk staff that can speak English and Mandarin. If you would prefer to talk to us in one of these languages, simply ask when you call through and we’ll arrange for someone to call you back.

Replacement equipment by courier swapout

If any problem is unable to be resolved by our technical support staff over the phone, a replacement piece of equipment will be couriered to you.

You can expect the following response times for the courier swapout service:

All calls logged before 3.30pm Monday – Friday will be dispatched the same day.

Metropolitan Areas Delivery will be the next business day Rural Areas Delivery will be according to the courier service provided in your area.

* Unless otherwise stated.
* All service levels quoted are subject to transport/courier service constraints.

Please Note what is not covered in your Lease Agreement

Maintenance & Lease Agreements do not cover repairs resulting from:

  • physical damage
  • liquid spills
  • power surges
  • operating in a damaging environment

Where one of these factors is the cause of the fault, a charge will be incurred for labour, parts and courier costs.

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