Key Information Document

This document provides a summary of key information about Square’s products and Square as a company.

Who are we?

Squareup International Limited is an electronic money institution focused on payment solutions for businesses. Squareup International Limited, trading as Square, is regulated by the Central Bank of Ireland. Incorporated in Ireland, with company no. 583287, and our registered office at 70 Sir John Rogerson's Quay, Dublin, Ireland.

How to contact Square?

Our Customer Support contact number is 1800 90 48 46. We’re available by phone from Monday to Friday, 9:00 AM to 5:00 PM. You can also contact us by email or chat by visiting our Square Support Centre.

What services do we offer?

At Square we acquire payments on behalf of businesses which they receive from their customers. This acquiring and processing of payments by us, is a regulated activity and Square is regulated by the Central Bank of Ireland with respect to this service. We also provide a suite of unregulated non-financial products to help you manage and grow your business.

What charges/fees apply?

Signing up to Square is free as standard. Find out more about Square standard processing fees here.

Standard Pricing

This is our basic pricing plan where Square charges different processing fees based on how you accept payments:

• In-person payments (card present transactions using Square hardware)

• Online payments (e-commerce transactions)

• Remote payments (manually keyed, virtual terminal or card on file)

Each payment method has its own fixed rate, making it easy to understand your processing costs. An additional 1.5% fee applies to UK/non-EEA card payments. This pricing is ideal for most businesses getting started with Square. Current rates for each payment method can be found in our Fee Schedule.

Custom Pricing

For businesses processing more than €200,000 annually, Square offers custom pricing plans. These plans are tailored to your business needs and are typically structured as either custom flat rates or Interchange Plus pricing. Your specific pricing will depend on factors including your processing volume, average ticket size, and your history as a Square seller. Contact our Sales team to learn more about custom pricing eligibility.

Interchange Plus Pricing

With this pricing structure, instead of paying fees at the time of transaction, you'll be charged monthly on the 10th of the following month. The total fee consists of the interchange and scheme fees from card networks, plus your negotiated Square markup. We provide detailed monthly reporting through your Square Dashboard so you can track all costs transparently. This pricing option is currently available in Ireland, France and Spain, and is typically suitable for businesses with significant transaction volumes. Contact our Sales team to discuss if Interchange Plus pricing is right for your business.

How long does it take to set up my Square account?

Setting up a Square account can be done in a couple of minutes. First you verify your identity. Verifying your identity usually takes just a few minutes; however, in some cases we may need additional information, which may take longer.

Before you receive your first transfer from Square, you need to add a verified bank account to your Square account.

Are there any restrictions on Square transactions and hardware?

When you purchase Square hardware you can use this throughout the Republic of Ireland. Square's hardware is only approved for use in the country for which it is intended, i.e. Republic of Ireland. Additionally, card transactions attempted outside of the country where you activated your Square account can’t be processed with Square hardware.

When will Square transfer balances?

After you activate a Square account and verify your bank account, we will initiate payment to your linked bank account by the end of the next business day after we receive funds from your customer’s payment provider. Transfers are not initiated on Saturdays or Sundays. Bank holidays may affect transfer timelines. You’ll receive an email notification when your transfer is initiated by Square. While some banks post transfers immediately, others may take longer. You can visit Balance in your online Square Dashboard to confirm when Square initiated a transfer to your linked bank account.

What happens if a cardholder files a chargeback or disputes a payment?

Cardholders can initiate a payment dispute or chargeback by asking their bank to reverse the charge. When this happens, the cardholder’s bank will investigate the dispute, Square places a hold on the disputed funds for the duration of the investigation, which can take up to 90 days. If there are multiple disputes, the maximum 90 day period mentioned above applies to each dispute. Square doesn’t decide who wins or loses a dispute – that’s up to the bank that issued your customer’s card. But our Disputes Resolution Team can help you make your case to your customer’s bank. To learn more about Square’s dispute process, please click here.

Can I refund a customer?

Customers can receive full, partial, or itemised refunds depending on the request. Square refunds are only available within one year of the original transaction date; after this, refunds must be handled outside of Square. Processing fees are not refunded, and once started, refunds can’t be cancelled. Refunds are taken from your Square balance, or from your linked bank account if the balance is insufficient.

There’s no limit on the number of refunds, but refunds can’t be used for security deposits or pre-authorisation charges. After a refund is initiated, customers usually see a pending transaction within 1–3 working days. Square processes refunds in 2–7 working days, and banks may take an additional 2–7 working days to post the funds. Overall, refunds can take up to 4–14 working days to reach the customer.

When can Square defer payout or restrict access to your funds?

1. Square can place a hold on funds in the case of disputes as detailed above.

2. Square can defer payout or restrict access to your funds as necessary to comply with applicable law or court order or if requested by any governmental entity.

3. Square also has the right to retain or withhold settlement of any sums as a result of you breaching Square’s terms of service, payment terms, or any additional terms.

4. Square can place a temporary hold on funds during an account review.

As noted in points 2 and 3 above, funds are usually deferred or restricted for no more than 180 days, except in limited circumstances.

How will Square protect my money?

Square is required to safeguard customer funds in accordance with applicable legal and regulatory requirements. We do this by holding an insurance policy that protects customer funds if Square was to become insolvent.

How do I cancel my Square account?

You can cancel your Square account at any time using your online Square Dashboard. If you haven’t signed up to a minimum term contract, no cancellation fees apply. If your account however is under investigation for any reason Square may hold all or part of your funds as detailed in the question above.

Can Square deactivate my account without notice?

Yes, Square can deactivate your account for a number of reasons, including breaches of applicable law, or breaches of the terms of service, payment terms or additional terms you may have signed up to. Square may request further information from you to understand more about your business. If that information continues to violate our terms your account will be deactivated. A deactivation notice will be sent to your Dashboard and in most cases, Square's decision to deactivate is final. In some instances of deactivation, Square may defer payout or restrict access to your funds, as detailed above.

How are staff remunerated?

Staff are remunerated through a combination of fixed salary and performance-related variable pay. Remuneration arrangements are designed to promote sound risk management, align with ensuring good customer outcomes, and comply with applicable regulatory requirements.

How do I make a complaint?

At Square, we are committed to providing you the best service at all times but we know things can go wrong. If you are dissatisfied, please contact by telephone at 1800 904 846 or visit Square Support.

Can I transfer ownership of my Square account?

No, Square account ownership cannot be transferred to another person. It’s important to ensure the correct owner is set up from the start; otherwise, a new account will need to be created. Only the account owner or a designated authorised representative can make decisions on the account. However, contact details such as phone number, address, and business information can be updated at any time through the Square Dashboard.

Who can assess my Square account?

Financial and personal information associated with a Square account may be accessed by the account owner and nominated authorised representatives. Authorised representatives may have varying levels of visibility and functionality.

Account Onboarding Guidance

To access and use Square’s services, you must complete our digital onboarding process, which includes providing information about your business, verifying your identity, and accepting the applicable terms and conditions. The onboarding steps, required documentation, and verification timelines may vary depending on the information you provide. Detailed guidance on how to complete the onboarding process, including step-by-step instructions and frequently asked questions, are available in our Support Centre. We recommend reviewing this guidance carefully before and during the onboarding process to help ensure your Square account is set up accurately and without delay. If you need any further information about our products or how to use the onboarding process, you can contact us.