Terms & Conditions

Welcome to Fluid Payments. These Terms & Conditions govern the use of our services, including but not limited to the Fluid Wallet and Fluid Control platforms, provided by Fluidwave Technologies Ltd. By accessing our platform, you agree to these terms in full and confirm that you are acting on behalf of a legally recognized entity in accordance with applicable laws and regulations.

1. Service Scope

Fluid Payments offers a fully cloud-based Software-as-a-Service (SaaS) solution tailored to the digital payments needs of licensed iGaming operators. The core services include a customizable cashier interface (Fluid Cashier), a robust back-office management system (Fluid Control), technical onboarding, and operational support. These services are made accessible through secure internet connections and designed to integrate seamlessly into client environments, allowing for custom branding, payment method configuration, and analytic tracking.

The services are continuously maintained and enhanced, and Fluid reserves the right to modify, update, or remove features to ensure optimal performance, compliance, and client value.

2. License and Access

Upon engagement, authorized clients are granted a non-exclusive, non-transferable, and revocable right to access and use our services for the duration of their relationship with Fluid Payments. This right is limited to internal business use and is contingent on adherence to these terms. Access may be extended to client-side personnel and contractors, provided that such individuals are authorized by the client and operate under the client's direct supervision.

Access rights are specific to the licensed client frontend(s) and may not be sublicensed, transferred, shared, or otherwise made available to any unauthorized third party. Clients are expected to maintain the confidentiality of access credentials and are responsible for any actions taken using those credentials.

3. Acceptable Use Policy

Clients are required to use the platform in a manner consistent with applicable laws, industry standards, and ethical business practices. Use of the services must not involve any unlawful, harmful, offensive, defamatory, infringing, or otherwise objectionable content or activity. This includes but is not limited to attempts to tamper with, reverse-engineer, copy, or replicate the software, transmit malware or prohibited content, or gain unauthorized access to systems or data.

Any behavior that disrupts the integrity of the services or compromises the data security of Fluid or other clients may result in immediate suspension or termination of access, without prior notice, to protect the integrity of the platform.

4. Intellectual Property

All intellectual property rights related to the services and software, including code, architecture, algorithms, machine learning models, design elements, and associated documentation, remain the sole property of Fluidwave Technologies Ltd. The license granted to clients does not constitute a sale of the software or any of its components.

Clients may provide feedback, suggestions, or feature requests during their use of the services. Any such contributions may be incorporated into the Fluid platform without obligation to the client and shall be deemed the intellectual property of Fluid Payments. Clients are not permitted to reproduce or remove any proprietary notices or branding unless explicitly authorized.

5. Service Fees and Payments

The use of Fluid Payments’ services is subject to applicable fees as outlined during onboarding or commercial negotiation. These may include license fees, transaction-based charges, consultancy fees for advanced support or integration, and optional service enhancements.

Invoices are issued in accordance with the billing terms communicated to the client and are payable within thirty (30) days from the date of issuance. In the event of delayed payments, Fluid reserves the right to suspend services until the account is brought current. Persistent delays may result in additional administrative fees and/or interest in accordance with applicable law.

Fluid may revise its pricing for renewed terms based on changes in market conditions, inflation, regulatory requirements, or operational costs, with prior notice provided to the client.

6. Data Ownership and Responsibility

All data submitted or processed through the Fluid platform by the client remains the property of the client. The client bears sole responsibility for the legality, accuracy, and quality of their data and must ensure that its use within the platform complies with all applicable data protection laws.

Fluid implements commercially reasonable measures to safeguard client data, including backups and secure storage solutions. In the event of data loss or corruption, Fluid will endeavor to restore data from the latest available backup. However, Fluid is not responsible for data loss resulting from client-side errors, unauthorized access, or third-party interference not under Fluid’s control.

7. Personal Data and Privacy Compliance

Fluid acts as a data processor in relation to personal data submitted through the platform by clients. Processing activities are governed by our Data Processing Agreement (DPA), which ensures compliance with the General Data Protection Regulation (GDPR) and other applicable laws.

Clients must ensure that they have obtained the necessary consents or lawful bases to process personal data and must inform users accordingly. Fluid does not access personal data for its own purposes and will only act upon the documented instructions of the client, unless legally required to do otherwise. Sub-processors used by Fluid are vetted and bound by equivalent data protection obligations.

More information can be found in our Privacy Policy.

8. Third-Party Services

Fluid’s services may integrate or interact with third-party products or platforms, such as payment gateways, analytics tools, or customer service solutions. While Fluid facilitates these integrations, it does not control or assume liability for the operation, availability, or terms of such third-party services.

Any transaction or interaction with these third parties is solely between the client and the respective provider and is subject to the provider’s own terms of service and privacy practices. Clients are encouraged to review those policies before initiating use.

9. Service Levels and Support

Fluid is committed to maintaining high levels of platform availability, performance, and responsiveness. A formal Service Level Agreement (SLA) outlines guaranteed availability metrics, categorized issue priority levels, and corresponding response timeframes. The SLA also includes a credit mechanism based on monthly service uptime to compensate for qualifying service disruptions.

Clients are encouraged to report issues via the designated support channels (e.g., Slack, email, or phone), and all support requests are triaged according to severity. Response and remediation times vary based on issue priority and impact on business continuity. For full details, clients may refer to our SLA documentation or contact support at support@fluidpayments.io.

10. Confidentiality and Mutual Trust

Both Fluid Payments and its clients agree to treat all exchanged information as confidential, including but not limited to technical data, business strategies, customer information, financial details, and proprietary tools. Confidential information may not be shared with third parties without express written consent, unless required by law.

Access to confidential materials must be restricted to individuals who need it to perform their roles and who are bound by similar confidentiality obligations. Each party agrees to exercise the same level of care in protecting the other’s information as it does its own.