Terms and Conditions for Users of KUARIO Services
(Version 2026.1 effective August 24, 2026)
These terms and conditions apply to the use of KUARIO’s services via the app and the website (KUARIO.com). The App and the Website are provided and operated by KUARIO BV, Lichtfabriekplein 1, 2031 TE Haarlem, the Netherlands, (hereinafter also referred to as “KUARIO”).
The Services provided by KUARIO under these Terms and Conditions constitute services within a closed network within the meaning of Article 3(k) of Directive (EU) 2015/2366 on payment services in the internal market (PSD2).
For the processing of top-ups, payments, refunds and the management of wallet balances, KUARIO works together with Intersolve Payments B.V., a regulated electronic money institution (EMI).
Funds deposited by users are held in a separate escrow account with ABN AMRO Bank N.V. under the name “Stichting Derdengelden Intersolve”, in accordance with the applicable legal requirements for the protection of client funds.
KUARIO acts as the provider of the KUARIO platform and associated services. To the extent that certain payment or e-money services are provided by Intersolve Payments B.V., these services are subject to the legal and regulatory framework applicable to Intersolve Payments B.V.
These Terms and Conditions can also be viewed and downloaded at any time at https://kuario.com/terms.
1. Definitions
In these Terms and Conditions, the following terms and expressions shall have the following meanings, both singular and plural:
Terms and Conditions: These terms and conditions apply to the use of the online platform and the services;
App: mobile application software called KUARIO, including all upgrades and updates;
User Account: a secure account on the Online Platform that allows the User to use the Services;
Services: the services offered by KUARIO through the Online Platform, including but not limited to services related to the Wallet, non-cash payments, the use of locker systems, multifunction printers and the use of other self-service devices;
Balance: the amount (in euros) available in the User’s Wallet;
Merchant: a company, organisation or institution whose products or services can be paid for using the Services;
User: the natural person of any gender who enters into a contract with KUARIO for the use of the online platform;
RFID chip: A card, key fob or other item with an RFID chip and linked to the user account that enables the use of the service;
Contract: the contract between KUARIO and the user for the use of the online platform and the services;
Wallet: a digital Wallet that allows the user to make payments for a limited number of products and services from selected merchants;
Website: the website www.kuario.com.
2. Conclusion of the contract
Agreements between the user and KUARIO regarding the use of the app, the website and the services are concluded exclusively by electronic means and only after the user has accepted these general terms and conditions.
3. Services provided by KUARIO
3.1. KUARIO offers its Users the possibility to pay for the Merchant’s products and services through the App and the Website, for example through non-cash payments, locker management and the use of multifunction printers or other self-service devices. KUARIO makes every effort to provide the Services at all times without restrictions and in accordance with current industry standards. However, despite applying the highest standards of care, KUARIO cannot guarantee that the services will be uninterrupted and free of viruses and other errors and/or defects at all times. KUARIO also points out that any defects cannot be remedied immediately in individual cases. Therefore, KUARIO cannot always guarantee the availability of the services. In particular, the services may be temporarily unavailable due to necessary maintenance measures, further development or other events beyond KUARIO’s control, for example the interruption of power or data connections.
3.2. KUARIO will make all reasonable efforts to protect its systems against loss and any form of unlawful use and will take appropriate technical and organisational measures for this purpose, each corresponding to the current state of the art.
3.3. In addition, the availability of the services also depends on external factors and circumstances, such as the hardware and settings used by the user and the Merchant, the internet connections used by the user and the Merchant, and so on. KUARIO has no control over these factors and circumstances. So, if there are any disruptions, delays, errors, and so on due to such external factors related to the availability of the services, KUARIO shall not be responsible for such disruptions, delays or errors.
3.4. KUARIO has the right to (temporarily) suspend the Services or to limit their use, for example if this is necessary for their maintenance or updating. To the extent possible, KUARIO will inform the User in advance of any planned temporary restrictions on the availability of the Services, subject to a reasonable period of time.
3.5. The use of the Services is only permitted to persons who have accepted these Terms and Conditions and have entered into a contractual relationship with KUARIO on the basis thereof. The user assures KUARIO that he will not use the services of KUARIO in an unlawful manner and in particular not in a way that is contrary to applicable laws.
4. Using the app
4.1. The App can be downloaded free of charge through the third-party mobile marketplaces mentioned on the Website, such as the Apple App Store or Google Play Store. Downloading, installing, and using the App are also subject to the download conditions, restrictions, and disclaimers of these marketplaces.
4.2. By downloading the App, the User obtains a non-exclusive, non-transferable and revocable right to use the App exclusively for his/her own use on the hardware he/she has chosen for the purposes specified in these Terms and Conditions for the use of the Services.
4.3. KUARIO may offer free updates and upgrades through the Mobile Marketplaces in order to maintain or improve the functionality and security of the App. Users will receive a message about the mobile marketplace they use in each case and the hardware on which the app is installed, as soon as such a free update or upgrade can be downloaded and installed. KUARIO recommends that the user download and install such updates and/or upgrades as soon as possible. Failure to download the updates or upgrades may result in the app no longer meeting the latest security standards or certain functionalities being restricted.
5. User Account
5.1. In order to use the Services, the User must open a User Account in the Application or on the Website. To do this, the user must provide personal data (in particular, their email address). After successfully creating a user account, the user can log in to their user account using their email address and a password of their choice. KUARIO recommends changing the password every three months.
5.2. The User guarantees that all data he/she enters when opening the User Account is complete, correct and up-to-date and that he/she will use the User Account exclusively for his/her own purposes. User accounts may not be transferred to others.
5.3. KUARIO has the right to request additional necessary information or personal data from the User at any time that is necessary to identify him/her. If the User does not provide the information in a timely manner, KUARIO has the right to block the User’s account and access to the Services until the requested information is provided.
5.4. If the user is under the age of majority (under 18 years of age), he/she must have the consent of his/her parents, guardian or other legal representative and confirm this to KUARIO in order to use the services. During the creation of the profile, the user must either confirm that he or she is of legal age by clicking on a checkbox, or, if he or she is a minor, obtain the consent of his or her legal representative. The use of the services without this confirmation or by underage users without the consent of their legal guardian is expressly prohibited.
5.5. The User is obliged to treat the login details of his User Account confidentially and to protect them from knowledge and use by unauthorized third parties.
5.6. In the event of loss or use of the access data to the User Account or the hardware on which the App is installed, the User is obliged to inform KUARIO immediately and to change his/her access data. If the user does not change his access data or does not secure his user account against unauthorized access, KUARIO is entitled to block the user account or access to it.
5.7. KUARIO offers the User the possibility of linking an RFID chip to his User Account.
5.8. The User Account allows the User to manage, among other things, their Wallet, their uploaded files and print jobs, as well as the merchants and RFID chips associated with the User Account. In their user account, the user can also request monthly invoicing. The overview shows all financial activities carried out through the user account. For each action, the date, time and place of sale are indicated. When topping up the credit and making payments, the payment method used is documented. When making purchases, the product description, the price of the product, the number of products purchased and the corresponding VAT rate are shown as far as possible.
6. Use of the Wallet and Funds
6.1. In his User Account, the User can create a wallet and top up credit. The money is made available in the Wallet. Costs may be incurred for replenishing credit, which are explained in more detail in Section 8.
6.2. The User is aware of and agrees that the Wallet can only be used to a limited extent. The wallet can only be used for contactless payments when purchasing a limited number of products or services on the Merchant’s premises or within the Merchant’s network (e.g. print services). The wallet may not be used for payments outside the Merchant’s organisation.
6.3. The maximum balance that can be linked to a wallet is 150.00 EUR (one hundred and fifty euros).
6.4. If the User has linked their User Account to an RFID chip, they can use the Wallet with this linked RFID chip. He can use the RFID chip for contactless payments at the Merchant, provided that the Merchant has a payment terminal with RFID technology.
6.5. In case of suspicion of fraud or abuse, KUARIO and the Merchant have the right to reject the Wallet or RFID chips as a means of payment. In this case, KUARIO may restrict access to the services until the facts of the case have been clarified. In such a case, KUARIO will notify the user immediately.
7. Payment with the wallet and with a QR code
7.1. In the case of payments made with the App or RFID chip, the balance of the User’s Wallet will be charged with the amount of the purchase. The user can only spend amounts up to the value of the credit topped up in their Wallet. If the User’s funds in the Wallet are not sufficient for an intended payment, the User must deposit a sufficient amount into their wallet before making the payment.
7.2. The User can pay for the Merchant’s goods and services via the App or the RFID chip by using a payment terminal of the Merchant or by scanning the QR code provided and entering their PIN code (if provided) or authorizing payment with the App.
7.3. It is not possible to enter a PIN at some payment terminals. In addition, the user may also have decided not to use a PIN (see also section 9). In this case, the payment is approved by holding the smartphone on which the app is installed or the RFID chip on the Merchant’s payment terminal. The Merchant’s payment terminal will indicate whether the payment has been approved. After approval of the payment, the corresponding amount will be deducted from the balance. Once approved, the user cannot cancel the payment.
7.4. If the balance is used for a payment in a foreign currency, KUARIO shall be entitled to convert the amount in the foreign currency into euros according to the current ECB exchange rate. The conversion of the foreign currency to euros takes place on the day on which the payment is processed by KUARIO. In addition, KUARIO may charge an administrative fee for the conversion of the foreign currency according to the list of fees. The actual list of fees is available under https://kuario.com/listoffees.
7.5. If the User’s balance in the Wallet is insufficient for an intended payment, the User can pay with the App by scanning a QR code provided by the Merchant for this purpose (“KUARIO Direct“). This is only possible if the retailer offers such a QR code. After scanning the QR code, a payment screen will appear in the app with different payment methods that the user can use to make the payment (online). The fees charged for the “KUARIO Direct” service are based on the terms and conditions set forth in the Fee Schedule .
7.6. KUARIO’s activities are limited to facilitating payments between the User and the Merchant. KUARIO does not become a party to the contracts concluded between the user and the Merchant. KUARIO therefore does not assume any guarantee or other liability within the contractual relationship between the user and the Merchant.
7.7. Without prejudice to Article 7.6, the User may submit complaints to KUARIO about the Merchant or the products or services purchased by the User through the Application or the Website. KUARIO gives the Merchant the opportunity to respond to a User’s complaint within fourteen (14) days. If the Merchant does not respond within this period, KUARIO may refund the purchase price.
8. Costs for using the app
8.1. KUARIO charges fees for depositing and refunding funds to the wallet. Details of the fees levied by KUARIO can be found in the List of fees. The actual list off fees is available under https://kuario.com/listoffees .
8.2. KUARIO charges a fee for depositing funds into the User’s Wallet.
8.3. The minimum amount for a free replenishment of the credit is 5.00 EUR. Topping up below this amount will incur an administrative fee. Unless otherwise stated (e.g. with the PayPal payment method), the top-up is free for all payment methods offered from an amount of 5.00 EUR.
8.4. When loading the credit via PayPal, an additional processing fee will be charged on the selected amount. The exact costs are listed in the list of fees . The actual list of fees is available under https://kuario.com/listoffees.
8.5. For the refund of funds from the User’s Wallet to the bank account named by the User, KUARIO charges a fee of 3.5% of the withdrawal amount, but a minimum of 0.50 EUR per withdrawal order, in any case including statutory VAT. This fee is waived in the event of withdrawal requests between the termination and the end of the contract. In the event of termination, KUARIO will inform the User of the period in which a payout can be made free of charge.
8.6. A refund request can also be submitted by email to the administration of KUARIO (refund@kuario.com). In the event of a refund request by email to another account of the User or after the termination or expiration of the contract, the fee will be 3.5% of the credit, but a minimum of EUR 2.50 per refund request, in each case including the statutory VAT.
8.7. KUARIO is entitled to deduct any applicable fees directly from the balance in the User’s Wallet.
8.8. A Wallet is considered inactive if the User has not opened the App and has not carried out any transactions through the Wallet for an uninterrupted period of at least eighteen (18) months.
8.9. To cover the costs associated with maintaining User Accounts and Wallets, including operational, technical and legal compliance fees, KUARIO charges an inactivity fee of EUR 1.00 per six (6) month period for an inactive Wallet.
8.10. The inactivity fee will be automatically deducted from the available balance of the Wallet. If the available balance is less than EUR 1.00, only the remaining balance will be settled. The Wallet cannot show a negative balance as a result of this fee.
8.11. KUARIO shall inform the User by e-mail at least thirty (30) days before an inactivity fee is debited for the first time. Further inactivity fees will then be automatically charged after an additional period of six (6) months for as long as the Wallet remains inactive.
8.12. The User may avoid or stop the inactivity fee by taking one of the following actions before the announced debit:
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- execute a transaction through the Wallet;
- request a refund of the remaining balance in accordance with these Terms and Conditions.
9. Use of a PIN
9.1. The User may link his/her User Account, Wallet and RFID Chip to a PIN code (“Personal Identification Number”). This PIN can be created in the user account. KUARIO expressly recommends the use of this security method.
9.2. The requirement to enter the PIN code can be activated on the one hand to ensure access to the user account. On the other hand, payment execution may rely on entering a PIN.
9.3. The User agrees to keep created PIN codes secret from all persons, including family members, roommates and our employees. This confidentiality also applies to other personal security codes in connection with the App, the Website or any hardware used therein.
9.4. In the event of loss of the PIN or, if the PIN becomes known to others than the User, the User is obliged to inform KUARIO immediately and to change his PIN. In this case, KUARIO has the right to block the use of the app, Wallet, or RFID chip.
10. Share credits
10.1. The App allows the User to share his/her balance with another User, which is determined by him/her. If he wants to use this option, he can indicate in the app with which user he wants to share credit and how much the amount should be.
10.2. The funds shared with another User will be visible in the Beneficiary’s wallet and can be freely spent by the beneficiary at the Merchant linked to the wallet. After a user has shared a portion of their Wallet with another user, that portion of the Wallet is reserved for the beneficiary user. The user who shares the balance is responsible for all payments made with their wallet, regardless of which user (sharing user or beneficiary) makes the payment.
10.3. The sharing of Credits can be cancelled by the User at any time as long as the Beneficiary User has not yet disposed of the Shared Credit. In this case, the Wallet is once again fully available to the user to whom the wallet is assigned.
11. Participation in the Merchant’s Customer Programmes
11.1. The Merchant may offer the User the opportunity to participate in Customer Programmes offered by the Merchant. Such Customer Programmes may include, for example, Loyalty Programmes or offers for use or access to certain facilities, services, discounts or vouchers.
11.2. The Merchant may make participation in Customer Programmes subject to certain conditions, for example with regard to the disclosure of (personal) data and usage information of the App. KUARIO recommends that the User carefully reads the Merchant’s terms and conditions for participation in Customer Programmes offered by the Merchant before participating.
11.3. The Merchant is fully responsible for providing the Customer Programmes offered by him and is liable according to the relevant terms and conditions.
11.4. If the Merchant provides a voucher as part of its Customer Programmes, this voucher can only be redeemed at the relevant Merchant.
12. File upload, management, and printing
12.1. The User may upload files through the User Account and scan, manage or print such files using the Merchant’s devices.
12.2. The files uploaded or scanned by the User will be stored in the User’s account for a maximum of 72 hours. After that, they will be automatically deleted.
12.3. KUARIO may, at its sole discretion, impose limits on the size and number of files.
12.4. The User guarantees that he/she has all the necessary authorizations regarding the files he/she wishes to upload to the User Account. The uploaded and scanned files must not violate restrictions imposed by KUARIO, applicable laws and regulations, violate third-party rights (especially intellectual property) or be otherwise illegal.
12.5. KUARIO has the right to irretrievably delete the files and remove them from the User account if there is a reasonable suspicion that uploading, scanning or using the files violates Clause 12.4.
13. Intellectual Property Rights
13.1. All intellectual property rights, including but not limited to all copyrights, database rights, trademark rights and trade name rights relating to KUARIO’s services, are the exclusive property of KUARIO and/or its licensors, with the exception of files uploaded by a user to his/her user account in accordance with Clause 12. There is expressly no transfer of these rights from KUARIO to the user, in whole or in part.
13.2. In particular, it is not permitted to:
- make available, modify, copy or otherwise reproduce the App, the Website or any part thereof;
- decompile, reproduce, translate or otherwise reverse engineer the software behind the App or website;
- remove or circumvent technical security measures or restrictions of use.
13.3. The User is obliged to indemnify KUARIO against all claims by third parties made against KUARIO for copyright infringements by files uploaded by him, unless he is not responsible for the infringement. KUARIO will immediately inform the user of the allegation of such claims and give them the opportunity to respond. The exemption also includes the necessary costs of legal defense.
14. Use of personal data
14.1. With regard to the services of KUARIO, KUARIO ensures that the processing of personal data is in accordance with the General Data Protection Regulation (GDPR).
14.2. The processing of personal data is subject to the privacy policy of KUARIO [KUARIO || Privacy Policy]. KUARIO recommends that the user read the privacy policy carefully and store it in their own data.
14.3. The User acknowledges and agrees that KUARIO and its payment and e-money partners are obliged to comply with the applicable laws and regulations in the field of payment services, financial services, sanctions, fraud prevention and the fight against money laundering and terrorist financing. In order to comply with these obligations, KUARIO may process personal data, request additional information, perform identity and verification checks and, if necessary, transfer data to competent authorities, payment service providers, financial institutions or other legally competent entities. KUARIO has the right to process personal data to the extent necessary to comply with these legal obligations.
14.4. KUARIO collects data on their use via the App, the Website and the provision of the Services. This data is all anonymized and cannot be traced back to a person or the hardware on which the app is stored. The data will only be used for general statistical purposes to get a better picture of the use of the App, the website and the provision of the services.
15. Liability, Force Majeure and Indemnification
15.1. KUARIO’s liability – regardless of the legal basis of the User’s claim (breach of contract, tort or otherwise) – is limited as follows:
- Limitations of liability do not apply to damages resulting from intent or deliberate recklessness on the part of KUARIO, nor to damages resulting from death or bodily injury, or to liability that cannot be excluded or limited under mandatory law;
- If KUARIO fails to comply with a material obligation under the agreement, KUARIO’s liability is limited to the direct damage that is a foreseeable consequence of that failure;
- To the extent permitted by law, any further liability on the part of KUARIO is excluded;
15.2. KUARIO is not liable for damages, delays or shortcomings in the performance of the services insofar as they are the result of force majeure. Force majeure includes, but is not limited to: riots, acts of war, pandemics, natural disasters, strikes, lockouts, measures taken by national or foreign government agencies and malicious cyber attacks, unless such cyber attacks are the result of KUARIO’s failure to take appropriate security measures. During the period of force majeure, KUARIO’s obligations are suspended to the extent that performance is not reasonably possible. KUARIO will make every effort to resume the service as soon as possible and inform the user of the nature and expected consequences of the force majeure situation.
15.3. The user indemnifies KUARIO against claims from third parties arising from an attributable violation of these general terms and conditions, unlawful use of the services or violation of applicable laws and regulations by the user. This indemnification also includes reasonable costs of legal assistance and defence, insofar as the user is responsible for the creation of the respective claim.
15.4. If the User causes damage to KUARIO due to a culpable violation of these Terms and Conditions or through unlawful use of the Services, the User is obliged to compensate KUARIO for the direct damage resulting therefrom.
16. Contract duration and repayment of credits
16.1. The contractual relationship between KUARIO and the User is concluded for an indefinite period of time.
16.2. The User and KUARIO have the right to terminate the Agreement at any time. In the event of termination by KUARIO, the notice shall be given with six (6) weeks’ notice.
16.3. Without prejudice to clause 16.2, both parties shall have the statutory right to extraordinary termination without notice for cause. There is an urgent reason on the part of KUARIO if, among other things:
- the user repeatedly and seriously violates his contractual obligations towards KUARIO;
- The user is involved in illegal activities or there is reasonable suspicion that this is the case;
- Intersolve Payments B.V. will lose the authorizations necessary for the provision of the relevant payment or e-money services or the cooperation with Intersolve Payments B.V. will cease and KUARIO will not be able to continue the relevant services through another suitable provider;
- government measures or legal obligations necessitate the immediate termination of the agreement;
- Insolvency proceedings have been opened over the user’s assets.
16.4. The Agreement shall automatically terminate two (2) years after the last use of the Services, the last login to the App or the last transaction of the User, whichever occurred later (“End of the Agreement“). The last use or transaction is determined on the basis of the data stored in KUARIO’s systems. The User shall be notified by email at least thirty (30) days prior to the imminent termination of the Agreement. This notification is sent to the last email address provided by the user.
16.5. Repayments of the credit balance are possible during the term of the contract and after the term of the contract within the period specified in clause 16.6. This only applies to the credit that the user deposits into their Wallet and therefore expressly does not apply to shared credit within the meaning of Clause 10. If the User wishes to make use of the possibility of a refund, he/she must submit a refund request in his/her User account or send the request directly to KUARIO (e.g. by e-mail). If the User is entitled to a refund of the funds, it will be refunded to the bank account to which the User originally deposited the funds; otherwise, the user must inform KUARIO of the bank account to which the refund is transferred. It is not possible to repay part of the credit. After the expiry of the period specified in clause 16.6, the right to a refund expires.
16.6. The right to a refund after the term of the contract within the meaning of Clause 16.5 shall apply for a period of five (5) years after termination of the contract (effective termination, expiry date or other reason for termination). KUARIO is entitled to make the refund request subject to further necessary conditions (e.g. with regard to identification or the indication of a bank account).
16.7. KUARIO has the right to make refunds conditional on the successful completion of identification, verification or compliance checks, to the extent required by law or required by Intersolve Payments B.V. within the scope of its legal obligations.
17. Changes to the Terms and Conditions
17.1. KUARIO reserves the right to modify these Terms and Conditions, including those mentioned in these Terms and Conditions, at any time in accordance with the following conditions, to the extent that the change is reasonable for the User. Amended versions of these Terms and Conditions may become effective against Users in one of two ways:
17.2. On the one hand, the User has the option of actively accepting a proposed amendment to these Terms and Conditions by expressly confirming it to KUARIO.
17.3. Alternatively, KUARIO may propose to the User in text form (e.g. by e-mail) at least two months before the scheduled entry into force of the General Terms and Conditions. If the user does not object to the change proposal before the announced effective date, the user will be deemed to have agreed to the change if:
- KUARIO’s amendment proposal is made to restore compliance with the general terms and conditions and a changed legal situation, for example because a provision no longer corresponds to the applicable legal situation due to a change in laws, regulations, relevant case law or the administrative practice of the competent supervisory authorities, and
- the user has not rejected KUARIO’s offer of modifications before the proposed date on which the modifications take effect.
KUARIO will inform the user of the consequences of the silence in the change offer.
17.4. The provisions of Article 17.3 relating to tacit consent do not apply to changes to:
- the prices and fees as included in the Fee Schedule;
- KUARIO’s core obligations under these terms and conditions;
- the provisions regarding modification of these General Terms and Conditions as included in this article 17.
17.5. If KUARIO uses the procedure of tacit consent referred to in Article 17.3, the User has the right to terminate the Agreement free of charge and with immediate effect before the effective date of the proposed changes. Any reimbursement fees for the balance in accordance with Article 8 shall remain in full force and effect. KUARIO will clearly inform the user of this right of cancellation in the amendment proposal. If the procedure of tacit consent cannot be applied, KUARIO has the right to terminate the contract with effect from the end of the objection period referred to in Article 17.3.
17.6. If KUARIO is unable to continue the service in accordance with the current version of the Terms and Conditions without violating a legal obligation or official order, KUARIO’s obligations to provide the services will be suspended until the User has agreed to the change or the agreement has been terminated.
18. Miscellaneous Provisions and Applicable Law
18.1. KUARIO is entitled to transfer the contractual relationship with the User or the rights and obligations arising therefrom to a third party (e.g. in the event of a merger or transfer of KUARIO’s business activities), to which the User hereby consents in advance.
18.2. Communication between KUARIO and the User must take place via electronic communication. All representations made by the parties must be made in text form, including email or other durable electronic medium, unless otherwise expressly agreed in these terms and conditions.
18.3. If and to the extent that any provision of these general terms and conditions is invalid or declared null and void, the remaining provisions shall remain in full force and effect. In that case, the parties will agree on a new provision that approximates the invalid or voided provision as much as possible in terms of purpose and purport.
18.4. These General Terms and Conditions and the contractual relationship between KUARIO and the User are governed by Dutch law. If the user is a consumer with a habitual residence in another Member State of the European Union, the protection of mandatory consumer protection provisions of the law of his country of residence remains unaffected.