Payment Notice

This Platform Payment Notice explains how payments made through HeyCentric's payment pages, payment links, customer portals, telephone/IVR services, card-present terminal integrations and related payment interfaces work.

This Notice applies when you use the HeyCentric platform to make, view, manage or authorise a payment to an Organisation. The Organisation is the relevant entity or other body you are paying.

This Notice does not replace the Organisation's terms, refund policy, privacy notice, statutory information, payment conditions, finance details or other information. You should read the Organisation's information before paying.

Some payment methods are also subject to the terms and privacy notices of the relevant payment provider. You may be asked to accept those terms before using that payment method.

If you pay using incorrect details, the payment may be allocated to the wrong account or may be delayed. The Organisation is responsible for correcting account allocation and refunding any duplicate or misallocated payment where required.

Card payments are processed by Stripe or another card payment provider. Your card details are captured by the payment provider through hosted fields, secure payment pages, terminal devices or secure telephone/DTMF capture. HeyCentric does not store your full card number or card security code. Any surcharge is applied only where permitted by law and is shown before you confirm.

A card payment may be authorised, declined, delayed, reversed, refunded or charged back according to the rules of your card issuer, the card schemes, the payment provider and the Organisation.

If you use a saved-card feature such as Stripe Link, that feature is provided by Stripe or the relevant provider under its own terms and privacy notice.

If the Organisation offers Pay by Bank, Instant Bank Payment, open-banking payment or similar functionality, the payment initiation or bank-payment service is provided by the payment provider shown in the journey, not by HeyCentric. The provider may be Stripe or another authorised or registered provider.

You may enter the Pay by Bank journey from a checkout page, payment link, QR code, invoice, portal, email, SMS or other Organisation communication. You will be asked to select your bank and the account from which you want to pay, and to check the amount, payee and reference before continuing.

By selecting your bank/account and continuing, you give the relevant payment provider your consent to initiate the specified payment or payment arrangement for the benefit of the Organisation. The provider will redirect you to your bank or banking app so that you can authenticate with your bank.

Your bank login details, passcodes, biometrics and security credentials are entered with your bank and are not made available to HeyCentric. The Organisation should not ask you to disclose them outside the approved secure bank-authentication flow.

Your bank will only act on the payment instruction after successful authentication. You may cancel before completing authentication with your bank. Once a payment instruction has been submitted and authenticated, the instruction cannot be recalled or cancelled through HeyCentric. If you want to stop or reverse a payment, contact the Organisation, your bank or the payment provider.

Depending on the provider and configuration, your bank may execute the payment directly to the Organisation's bank account or through an account held by the payment provider before onward payment to the Organisation. In either case, HeyCentric does not receive, hold, safeguard, settle or pay out your funds.

HeyCentric does not charge you a fee for using Pay by Bank unless a fee is clearly shown before you confirm. Any Organisation or payment-provider fee should be shown before you confirm.

If the Organisation offers Direct Debit, you may be asked to set up or manage a Direct Debit Instruction through the platform. HeyCentric provides the technical interface only. The Organisation, its sponsoring bank, Direct Debit bureau, service user, creditor or payment provider is responsible for mandate lodgement, advance notice, collection and cancellation handling.

Direct Debits collected through the Bacs Direct Debit scheme are protected by the Direct Debit Guarantee, which is offered by all banks and building societies that accept instructions to pay Direct Debits. Under the Guarantee: if there are any changes to the amount, date or frequency of your Direct Debit, the Organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed; if you request the Organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request; if an error is made in the payment of your Direct Debit, by the Organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society; if you receive a refund you are not entitled to, you must pay it back when the Organisation asks you to; and you can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required.

You should also notify the Organisation if you cancel a Direct Debit. Cancelling a Direct Debit may stop future collections but does not automatically cancel any underlying contract, debt, subscription, rent, tax, fine, fee or other obligation owed to the Organisation.

If the Organisation offers recurring card payments, subscriptions, instalments, variable recurring payments, recurring Pay by Bank or similar arrangements, it is responsible for showing you the amount or payment parameters, frequency, start date, any end date, cancellation process and any legally required information before you agree.

By confirming a recurring arrangement, you authorise the Organisation to maintain the payment arrangement and the relevant payment provider to store or tokenise payment credentials, mandate details or payment parameters and to charge or initiate payments in accordance with the arrangement.

You may cancel or amend a recurring arrangement through the route made available by the Organisation, your bank or the relevant payment provider. A cancellation request may not stop a payment that has already been submitted for processing.

Failed payments may be retried according to the Organisation's policy and the payment provider's rules. Persistent failure may result in the arrangement being cancelled or the Organisation taking action under its own terms.

Telephone payments may use automated DTMF keypad capture. If you are speaking to an agent, the agent should direct you into the secure automated payment flow for card entry. You should not be asked to read out your full card number or card security code verbally.

The Organisation or its telephony provider may record calls where disclosed to you, but full card details and security codes should not be captured in call recordings. Call charges are set by your communications provider and the number used by the Organisation.

In-person card-present payments may be made using Stripe Terminal or another approved terminal provider. Your card data is captured by the terminal and processed by the payment provider. Card data should not be manually written down, copied or entered outside the approved payment device.

After you submit a payment, you may receive on-screen confirmation, an email receipt, SMS receipt, printed terminal receipt or telephone receipt reference. Keep the reference for your records.

A receipt or confirmation shows the payment instruction or transaction status reported by the payment provider. It does not prevent a payment from later failing, being reversed, refunded, charged back or subject to a Direct Debit indemnity claim, and does not itself decide whether the underlying obligation has been discharged.

Your bank or card statement will usually show the Organisation's name. Depending on configuration, it may show HeyCentric or a provider reference, but that does not make HeyCentric the payee, merchant of record or holder of funds. If you do not recognise a payment, check whether it relates to a payment made to the Organisation through a HeyCentric-powered page before contacting your bank.

Refund eligibility, amount, timing and destination are determined by the Organisation and applicable law or payment scheme rules. HeyCentric does not decide refund entitlement and is not required to fund refunds.

If you believe you made a duplicate payment, used the wrong reference, paid the wrong amount, or have a dispute about the charge, contact the Organisation first. The Organisation can check your account, decide whether a refund or reallocation is due, and instruct the payment provider where required.

If the issue is technical, the Organisation may ask HeyCentric to assist by checking payment status, references, logs or error messages. HeyCentric may provide technical support but does not decide the merits of a dispute.

Nothing in this Notice limits any statutory or scheme rights you may have to contact your bank, card issuer, building society, payment provider, Direct Debit provider or the Financial Ombudsman Service where applicable. The Financial Ombudsman Service route normally applies only to complaints about regulated financial services provided by a regulated provider, not ordinary technical platform support provided by HeyCentric.

If you have a complaint about the underlying charge, amount, account, service, refund or cancellation, contact the Organisation first. The Organisation is responsible for handling complaints about the goods, services, statutory functions or obligations for which payment is requested.

If your complaint relates to the technical operation of the payment platform, you may contact HeyCentric at the details shown on the payment page or at support@heycentric.com.

If your complaint relates to the payment processing service provided by a payment provider (such as Stripe), contact that provider directly using the details in its terms or on its website.

If you are not satisfied with the response you receive, you may be able to refer your complaint to the Financial Ombudsman Service (www.financial-ombudsman.org.uk) where the complaint relates to a regulated financial service, or to any other relevant ombudsman, regulator or dispute resolution body.

You must not use the platform for fraudulent, unlawful or abusive purposes, or use another person's card, bank account, mandate, credentials, payment method or identity without authority.

HeyCentric, the Organisation and payment providers may apply fraud, security, bot-detection, sanctions, transaction-monitoring and authentication controls. A payment or payment arrangement may be refused, delayed, blocked, suspended or reviewed where there are security, fraud, legal or scheme concerns.

If you suspect unauthorised use of your card, bank account or credentials, contact your bank or payment provider immediately and notify the Organisation where the payment relates to your account with it.

The Organisation is generally responsible for explaining how it uses your personal data in connection with your account, the underlying charge and customer support. HeyCentric processes payment-related and technical data to provide the platform to the Organisation and for limited security, support, legal, billing and service-administration purposes.

Payment providers such as Stripe, banks and card schemes may process your data under their own terms and privacy notices for payment processing, authentication, fraud prevention, compliance, dispute handling and related purposes.

If you cannot use a payment journey because of accessibility needs, device limitations or technical issues, contact the Organisation for an alternative payment route. HeyCentric may provide technical assistance to the Organisation where the issue relates to the platform.

Contact routes: for questions about the charge, account, service, refund, cancellation or complaint, contact the Organisation. For payment processing, card or bank issues, contact your bank/card issuer or the payment provider. For technical platform issues, contact the Organisation or HeyCentric support if details are shown on the payment page.