Terms of use

These terms govern your use of empire-payments.com and the billing support services available through the website. By accessing or using the website, you agree to these terms.

Using the website

You may use the website to obtain billing information, submit a genuine support inquiry, request available documentation, review support guidance, or check the status of an existing case.

You agree to provide information that is accurate to the best of your knowledge and relevant to the request being submitted.

Acceptable use

You may not use the website to:

• Submit false, misleading, or fraudulent information
• Impersonate another person
• Attempt to access another customer's support case
• Interfere with the website or its security controls
• Upload harmful, unlawful, or executable files
• Use automated systems to submit excessive requests
• Attempt to obtain internal records or restricted information
• Use the support process for an unlawful purpose

Access may be restricted when activity threatens the security, availability, or appropriate use of the website.

Billing support

Empire provides tools and support processes for transaction identification, billing documentation, case management, and payment-related inquiries.

Submitting an inquiry does not guarantee a particular decision or outcome. The information available for a specific request may determine what assistance can be provided.

Additional information may be requested when the original submission is incomplete or cannot be matched with available records.

Transaction information

You are responsible for reviewing the transaction details submitted through the website.

Provide only the information reasonably needed to review the billing inquiry. Do not submit complete card numbers, account passwords, authentication codes, unrelated account balances, or unnecessary confidential information.

Support cases

A case reference may be generated after a support request is submitted.

You are responsible for keeping your case reference and email account secure. Access to case information may require verification through the email address associated with the request.

Support case information may be limited, closed, or removed when required for security, record management, misuse prevention, or legal obligations.

Attachments

Only supported file types may be uploaded.

Before uploading a document or image, remove:

• Unrelated transactions
• Complete card numbers
• Complete account numbers
• Account balances
• Authentication information
• Unnecessary addresses
• Other information unrelated to the inquiry

Uploads that are unsafe, unsupported, excessive, or unrelated may be rejected or removed.

Website availability

We work to keep the website and support tools available, but uninterrupted or error-free operation cannot be guaranteed.

Features may occasionally be updated, restricted, suspended, or unavailable because of maintenance, technical issues, security requirements, or operational changes.

Information accuracy

The website provides general billing support information and guidance. Content may be updated as support processes, website features, or operational requirements change.

You should review the details associated with your individual support case rather than relying only on general website content.

Intellectual property

The Empire name, website design, interface, written content, graphics, and original website materials are protected by applicable intellectual property laws.

You may use the website for personal billing support purposes. You may not reproduce, republish, distribute, sell, modify, or commercially exploit protected website content without written permission.

External services

The website may contain links to external websites or use technical services necessary to operate certain features.

Empire is not responsible for the content, availability, security practices, or privacy practices of external websites that are outside our control.

Disclaimer

The website and its support features are provided on an as-available basis.

To the extent permitted by applicable law, we do not guarantee that every inquiry can be matched, that every requested document will be available, or that every support request will result in the outcome requested by the customer.

Nothing on the website should be interpreted as a guarantee of a refund, cancellation, reversal, transaction decision, or posting timeline.

Limitation of liability

To the extent permitted by applicable law, Empire will not be liable for indirect, incidental, special, consequential, or punitive damages arising from the use of, or inability to use, the website.

Nothing in these terms excludes or limits liability where doing so would not be permitted by applicable law.

Privacy

Information submitted through the website is handled according to the Empire privacy policy.

Review the privacy policy before submitting a support inquiry or uploading a document.

Changes to these terms

These terms may be updated to reflect changes to the website, support process, security practices, or legal requirements.

The revised version will be published on this page with an updated date.

Contact

Questions about these terms may be sent to support@empire-payments.com.