Acceptable Use Policy
Synapto Ltd · Version 2.0 · Published October 2026
Company no. 15637813 · 9a Crosswall, London EC3N 2JY
This Acceptable Use Policy ("Policy") sets out the rules for using the Synapto Platform and the Services. It forms part of the Synapto Terms (the "Terms") between Synapto Ltd ("Synapto") and each Merchant, and capitalised terms not defined in this Policy have the meanings given to them in the Terms. The Merchant is responsible for ensuring that its Authorised Users comply with this Policy. Any breach of this Policy is a material breach of the Terms which is not remediable (clause 21.5 of the Terms).
1. Prohibited activities
The Merchant shall not, and shall ensure that its Authorised Users do not, use the Synapto Platform or the Services to:
1.1 engage in illegal, fraudulent or malicious activities, or promote practices that breach applicable laws, regulations or industry standards;
1.2 access, collect or use data without proper authorisation or the lawful right to do so;
1.3 transmit, store or distribute content that:
- contains malware, viruses or harmful code;
- is offensive, defamatory, obscene or unlawful;
- infringes intellectual property or privacy rights; or
- breaches any duty owed to a third party, such as contractual or confidentiality obligations;
1.4 disrupt, interfere with, or attempt to gain unauthorised access to, the Synapto Platform, its associated networks or any third-party services;
1.5 carry out any activity designed to compromise the security, reliability or performance of the Synapto Platform, such as excessive resource usage, denial-of-service attacks or unauthorised security testing, or access the Synapto Platform by automated means (including scraping) or use its APIs other than in accordance with Synapto's documentation and any usage limits it sets;
1.6 send spam, carry out phishing or distribute unsolicited communications;
1.7 transmit any material that is defamatory, threatening, discriminatory or extremist, or that may radicalise others; or
1.8 harm or exploit minors in any way.
2. Approved business and transactions
2.1 The Merchant shall only use the Services for the business, products, services and sales channels approved by Synapto and its merchant acquirer at onboarding, and shall not use the Services to accept payments for any business, goods or services which are prohibited by applicable law, the rules of the card schemes or the requirements of its merchant acquirer. The Merchant shall obtain Synapto's prior written approval before making any material change to its business, products, services or sales channels, including before selling any goods or services which the card schemes or its merchant acquirer treat as restricted or high risk.
2.2 The Merchant shall not:
- (a) process payments on behalf of, or for the goods or services of, any other business or person;
- (b) misrepresent its identity, business, products or services, or the nature of any transaction;
- (c) split a single sale into more than one transaction, or process transactions in a way designed to avoid limits or risk controls;
- (d) process transactions to test the validity of card details, or for any purpose other than a genuine sale;
- (e) charge a customer for goods or services that have not been, or will not be, supplied, or more than the price agreed with the customer;
- (f) provide cash advances, or give refunds in cash or to a card other than the one used for the original transaction;
- (g) apply a surcharge for card payments where this is prohibited by law; or
- (h) incur levels of chargebacks, refunds or fraud which are excessive under the rules of the card schemes or the requirements of its merchant acquirer.
2.3 Where this Policy and the requirements of the Merchant's merchant acquirer or the card schemes differ, the stricter requirement applies. This Policy does not affect the Merchant's obligations under any Third-Party Terms.
3. Data and card security
3.1 The Merchant shall comply with Data Protection Legislation when using the Services. As set out in clause 24 of the Terms, the Merchant is the controller of Customer Personal Data and is responsible for having a lawful basis, privacy notices and any consents needed to process it.
3.2 The Merchant shall not:
- sell, rent or share personal data obtained through the Services without a lawful basis; or
- use personal data for purposes not permitted by the data subject or by applicable law.
3.3 The Merchant shall only collect card details through the payment pages, forms and integrations provided or approved by Synapto, and shall never capture, record or store card numbers or security codes outside the Services (including by email, telephone notes or spreadsheets).
3.4 Before saving a customer's card details, the Merchant shall obtain the customer's consent in accordance with clause 25.4 of the Terms.
3.5 The Merchant is responsible for ensuring that the data it submits to the Services is accurate and lawful.
4. Responsibilities and compliance
4.1 The Merchant is responsible for:
- ensuring that its use of the Synapto Platform complies with this Policy and applicable law;
- keeping access credentials secure and preventing unauthorised use; and
- ensuring that its Authorised Users comply with this Policy.
4.2 Any use of third-party services integrated with the Synapto Platform must comply with their respective terms and conditions.
4.3 The Merchant shall co-operate fully with Synapto, its Third-Party Partners and any regulator or law enforcement authority in any investigation relating to a suspected breach of this Policy.
5. Enforcement
5.1 Synapto may monitor use of the Synapto Platform to check compliance with this Policy, in accordance with clause 13 of the Terms and Synapto's privacy notice.
5.2 If Synapto reasonably suspects a breach of this Policy, it may do any one or more of the following:
- issue a written warning;
- suspend access to the Services (or any part of them) in accordance with clause 20 of the Terms;
- remove, disable or restrict access to Merchant Data in accordance with clause 23.3 of the Terms;
- terminate the Agreement in accordance with clause 21 of the Terms; and/or
- take legal action, including seeking damages or an indemnity under clause 18 of the Terms.
5.3 Where permitted by law, Synapto may report suspected breaches of this Policy, and share related information, with the Merchant's merchant acquirer and other Third-Party Partners, the card schemes, regulators and law enforcement authorities.
5.4 Synapto's liability in connection with any action it takes under this Policy is governed by the Terms.
6. Changes to this Policy
Synapto may update this Policy in accordance with clause 12 of the Terms. An updated Policy will take effect 30 days after it is published on the Synapto Platform, or on such later date as Synapto may specify.
7. Reporting
7.1 To report a suspected breach of this Policy, contact Synapto at help@synaptopay.com, including as much detail as possible.
7.2 The Merchant shall report any actual or suspected compromise of card data, personal data or Authorised User credentials to help@synaptopay.com immediately on becoming aware of it.
8. Contact information
For questions about this Policy, please contact:
Synapto Ltd
9a Crosswall, London, EC3N 2JY
help@synaptopay.com