Customer Account Agreement with CPAY Ltd

This acceptable use terms and conditions (the “Agreement”) set out the terms under which you may access and use our products or services and applies as soon as you access and/or use CPAY LTD (“CPAY”). This Agreement is accepted by you in conjunction with the Terms and Conditions for Corporates Electronic Money Accounts and Corporate Terms and Conditions for Business Mastercard Debit Cards.

Please read this Agreement carefully before you activate and use any of our services. This information forms the agreement for your account including any associated payment services that we may provide to you. By confirming that you accept the terms of this Agreement, or by activating and using our services, you accept this Agreement. If there is anything you do not understand, please contact Customer Services using the contact details in paragraph 21 of this Agreement.


“Account” means your payment or electronic money account(s) held with CPAY which is accessible via the Platform. 

“Account Details” means any details related to your Account, such as, but not limited to, Sort Code and Account Number.

“Account Information Services” means an online service that provides consolidated information on accounts held by you with one or more payment service providers such as banks. 
“Account Information Services Provider” means a third-party payment service provider, which is authorised by its Regulator, to provide Account Information Services with your or Account Manager’s explicit consent, and under a separate agreement that you have signed with them.

“Account Limits” means maximum limits that you can have in relation to the Account, such as the number of Accounts, Account Maximum Balance of your Account, and limits on transactions as referred to in paragraph 2.

“Account Manager” means the individual elected by the Institution to be responsible for the management of the Account. For Non-Limited Businesses, this is the Account Owner.

“Account Maximum Balance” means the maximum balance you can have on your Account as referred to in paragraph 2.

“Account Number” means your unique personal account number associated with your Account.
“Account Owner” means the entity legally responsible for an Account. For a Non-Limited Business, this is either the owner of the sole trader, or the partners of a partnership.  For a Limited Organization, this is the Institution itself.

“Agreement” means this agreement as varied from time to time.


 “Apple Pay” means a mobile payments app that allows Cardholders to make payments from their Card using their mobile device (subject to and in accordance with Apple Pay terms of use).

“Applicant” means the person applying to use the services provided by us in this Agreement. For a Non-Limited Business, this must be the sole trader or a partner, and for a Limited Organisation, this must be one of the listed directors of your Institution.

“ATM” means an automated teller machine.

“Authorised Third Party Provider” means an Account Information Service Provider and/or a Payment Initiation Service Provider or Electronic Money Institution.

“Automatic Payments” means Direct Debits, Standing Orders and Future Dated Payments.

“Available Balance” means the value of available funds in your Account.

“BACS Credit” means BACS Direct Credit being a service enabling organisations to make payments to an account, which takes three Working Days for the funds to be cleared. This service is currently not available in our Platform. Nevertheless, we incorporated the relevant provisions in the Agreement. These provisions will apply to you once we provide BACS Credit in the Platform.

“Card” means any prepaid MasterCard card associated with your Account, including any Team Card.
“Card Number” means the 16-digit number on the front of your Card.

“Card Transaction” means a transaction entered into using your Card, including withdrawing cash using an ATM or purchasing a good and/or service using the Card either in person, over the internet or over the telephone.

“Cardholder” means an individual selected by the Institution to whom a Card is issued to.

“CHAPS” means Clearing House Automated Payments System, a bank-to-bank technology which enables same-day payments to be made within the UK, provided the payment instruction is received by the sending bank or organisation before a certain time. This service is currently not available in our Platform. Nevertheless, we incorporated the relevant provisions in the Agreement. These provisions will apply to you once we provide CHAPS in the Platform.

“Contactless” means a payment feature that provides Cardholders with a way to pay by tapping the   Card on a point-of-sale terminal reader, for Card Transactions of up to £30 (as amended from time to time).

“Customer Services” means the team responsible for supporting queries relating to your Account. Contact details for Customer Services can be found in paragraph 21.


“Data Protection Laws” means the Data Protection Act 1998 up until 25 May 2018 and the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and any applicable replacement laws or regulations as may be in force and applicable, from time to time.

“Direct Debit” means a service allowing a third-party to collect pre-authorised funds from your Account electronically on agreed dates, for example to pay bills. This service is currently not available in our Platform. Nevertheless, we incorporated the relevant provisions in the Agreement. These provisions will apply to you once we provide Direct Debit in the Platform.

“EEA” means the European Economic Area, which currently includes all countries in the European Union together with Iceland, Norway and Liechtenstein.

“E-money” means the electronic money associated with your Account.

“Faster Payment” means a service allowing you to make and receive electronic payments in the UK in GBP, which are received by the recipient bank within 2 hours, provided that the receiving organisation or bank is part of the Faster Payments scheme.

“Full Deductible Amount” means the full amount of the Card Transaction or CPAY Payment (as applicable), including the Card Transaction or CPAY Payment itself along with any associated fees, charges and taxes.

“Future Dated Payments” means individual, one-off, CPAY Payments set up to be made at a future date which will be received by the recipient bank on the day specified.

“Google Pay” means a mobile payments app that allows Cardholders to make payments from their Card using their mobile device (subject to and in accordance with Google Pay terms of use).

“High Value Payment” means a bank transfer of funds into the Account or a payment received that is higher than those permitted by the Account Limits.

“Information” means any information related to the Institution, and any personal information related to an Applicant, a Platform User or Cardholder.

“Institution” means a Limited Organisation or Non-Limited Business.

“Limited Organisation” means a Limited Company, Limited Liability Company, Limited Liability Partnership, trusts, not-for-profit or government agencies.

“MasterCard Acceptance Mark” means the MasterCard International Incorporated Brand Mark, indicating acceptance of the Card.

“MasterCard” means MasterCard International Incorporated whose head office is at 2000 Purchase Street, Purchase, New York, 10577 USA.

“Merchant” means a retailer, or any other person, firm or corporation that accepts cards which display the MasterCard Acceptance Mark.

“Non-Limited Business” means a sole trader or partnership.

“Passcode” means the passcode or thumbprint or other method you or any Platform User use to identify yourself and which is used for authorising any payments from the Account on the Platform.

“Payment Details” means the details you provide to enable funds to be received into your Account or the details that you provide in order to send funds from your Account.

“Payment Initiation Services” means an online service which accesses the Platform to initiate a Payment Instruction on your behalf.

“Payment Initiation Service Provider” means a third-party payment service provider which is authorised by its Regulator to provide Payment Initiation Services with your or Account Manager’s explicit consent and under a separate agreement which you have signed with them.
“Payment Instruction” means an instruction from you or a Platform User or a Payment Initiation Service Provider to make a CPAY Payment from your Account.

“PIN” means your four-digit personal identification number for use with the Card.

“CPAY Payment” means payment made via Faster Payments, SEPA, SWIFT, BACS and CHAPS.

“Regulator” means the Financial Conduct Authority in the UK or another European financial services regulator.

“Sort Code” means a six-digit number which can be found on the Account or the front of the Card.

“Standing Order” means regular or recurring payments made to a particular person or organisation.

“SEPA” means the Single Euro Payments Area which is a payment-integration initiative of the European Union for simplification of bank transfers denominated in euro. As of 2018, there were 36 members in SEPA consists of the 28 member states of the European Union, the four member states of the European Free Trade Association (Iceland, Liechtenstein, Norway and Switzerland), and Andorra, Monaco, San Marino, and Vatican City.

“SWIFT” means the Society for Worldwide Interbank Financial Telecommunication (SWIFT), legally S.W.I.F.T. SCRL, provides a network that enables financial institutions worldwide to send and receive information about financial transactions in a secure, standardized and reliable environment.

“Team Card” means any Cards issued, other than the first Card issued in relation to a particular Account.

“Terms” means the terms and condition between you and CPAY which you agreed to when agreeing to this Agreement, a copy of which can be found on the Platform.

“We”, “Us”, “Our” or” CPAY” means CPAY, a company registered in England and Wales with number 11880437 who can be contacted at 1 Mayfair Place, London, United Kingdom, W1J 8AJ.

“Website” means

“Working Day” means Monday to Friday, but not including bank or public holidays in England.

“You” or “Your” means you, the business which has entered into this Agreement with CPAY.


Subject to any further risk assessment requirements, on opening a new account, Account Limits are set. We can change limits at our discretion at any time to comply with our regulatory obligations and to reduce the risk of financial crime. If you require higher limits you may request an Account review by contacting Customer Services and you can contact Customer Services at any time to ask about the limits applicable to your account.


3.1. Your Card is debit card and not an e-money prepaid, a credit, or charge card.

3.2. Your Card has been issued by Cornercard Ltd pursuant to the licence from MasterCard.  The Account is either CPAY payment account or an electronic money product and the electronic money associated with it is provided by us and distributed and administered by PayrNet Ltd. Your Card is linked to a specified Account. If you have an account accessible via the Platform (including for example an electronic money account) in a currency other than GBP, your Card will be linked to this account with relevant currency such as EUR or any other major currencies. This is important to note in respect of any foreign transaction fees you may incur. If you experience any difficulties in using your Account or Card you should contact Customer Services. The Account or Card remains our property.

3.3 This Agreement is written and available only in English and we undertake to communicate with you in English regarding any aspect of your Card, Account or CPAY Payments.
3.4.  You agree that we may communicate with you by e-mail and/or SMS and/or via the Platform for issuing any notices or information about your Accounts, your Card or CPAY Payments and therefore it is important that you ensure you keep your e-mail address and mobile phone number updated via the Platform.

3.5. If you wish to make use of services provided by an Authorised Third Party Provider on your Account, you may do so provided that you have signed up to use the Platform and your Account is active. We advise that before using an Authorised Third Party Provider, you   ensure   that   the   Authorised   Third   Party   Provider is authorised by a Regulator to provide their services. In the UK, the Financial Conduct Authority’s register (available at will tell you whether a company is authorised. You must provide your explicit consent or share your Platform credentials with the Authorised Third Party Provider each time an access to your Account is required for them to provide you with their services. You should always consider the implications of sharing your Platform credentials and your personal information.

3.6. If an Authorised Third Party Provider requests access to your Account to provide you with their services using your Platform credentials, we will assume that you have given consent to do so. Please note we are obliged to provide access to your Account if it is requested by an Authorised Third Party Provider and can only refuse access in certain circumstances.

3.7. If you do not wish to use services provided by an Authorised Third Party Provider on your Account, you simply refuse to provide your consent or refuse to share your Platform credentials with an Authorised Third Party Provider.


4.1. To open an Account, apply for a Card and/or be able to execute CPAY Payments, the Applicant must be an individual or a registered business with registered address.

4.2. An Account Manager may open an additional Account for the same Applicant for which they are a director.

4.3 We will open your Account and issue your Card to you on the basis of the Information that has been provided by the Applicant.  You   must   ensure that the   Applicant   provides   accurate Information and tells us of any changes as soon as possible so that our records remain correct.

4.4. If we discover that the information we hold about you is incorrect, we may have to suspend access to the Account, suspend or cancel your Card and/or your ability to enter into CPAY Payments until we can establish the correct information, in order to protect us both.
4.5. It is your responsibility to keep us updated of changes to your details.


5.1. The Account can be used for setting up Direct Debits, Standing Orders, and to make Faster Payments, SEPA and SWIFT including Future Dated Payments subject to Account Limits. The Account can also be used for sending and receiving funds from another Account.


6.1. Subject to the Account Limits, funds can be added to your Accounts via bank transfer (including Faster Payments, BACS Credit, CHAPS, SEPA and SWIFT payments).  The Account Details will be required for adding funds via one of these methods. Depending on how the funds are added to the Account, fees will apply.

6.2. Subject to the issuance timings, fees as detailed in our initial communication (the “Fees”) with you during the opening Account process and also provided in our Terms. The Fees are subject to changes and any changes will be notified to you in writing. The Fees will be charged by us immediately when you make any payment and / or on a basis of invoice issued either daily, or weekly or monthly.


CPAY may at any time block your access to all of your Accounts or suspend or terminate access to the Account in order to prevent financial crime and for failure to pay us the Fees before due date without any prior notice to you.

6.3. A payment coming into the Account may not be credited to the Account if:

6.3.1. the Account has reached the Account Maximum Balance or has exceeded the Account Limits; or

6.3.2. the Account is inactive or blocked; or

6.3.3. the sender has provided incorrect/invalid Account Details for your Account; or

6.3.4. we suspect fraudulent activity on the Account; or

6.3.5. to do so is prohibited by any law;

6.3.5 failure to pay our Fees.

6.4. The funds may be sent back to the sender or Cardholder (where applicable) without notifying the Account Manager if paragraph 6.3 applies.

6.5. The Platform Users may transfer funds between Accounts using Faster Payments if you have more than one Account.


6.6. If the Automatic Payment on the Account specifies that a payment is to take place on a specified day or on the last day of a certain period, then we will treat the Payment Instruction as being received on the day specified.

6.7. To make a Faster Payment, SEPA or SWIFT payment or transfer from the Account, you must first setup the recipient as a new payee. For setting up a new payee to make Faster Payment, SEPA or SWIFT payment from your Account, you will need to provide name, account number and sort code for Faster Payments or IBAN and BIC for SEPA payment or IBAN and SWIFT Code for SWIFT payment of the person you wish to pay.



6.8. To set up a Direct Debit from the Account, the Account Manager must   first   authorise   the   organisation   taking   Direct   Debit payments from the Account.
6.9. If a Direct Debit on the Account specifies that a payment is to take place on a specified day or on the last day of a certain period, then we will treat the Payment Instruction as being received on the day specified.

6.10. Any Direct Debit payment is usually taken from the Account at the beginning of the Working Day it is due.

6.11. It is Account Manager’s responsibility to check there is sufficient Available Balance before any payment is due. If the Account does not have sufficient Available Balance any Direct Debit payment will be rejected.


6.12. Any payments will be made within (I) Faster Payments out will be sent within 24 hours; SEPA payment out will be sent within 48 hours and SWIFT Payment out will be sent within 72 hours and (ii) Incoming payment to Account will be next Working Day or the following Working Day we receive the funds.

6.13. The time of receipt of a transaction order is when we receive it.  A Platform User cannot stop a transaction after it has been transmitted to us and you or the Platform User have given consent, or when you have given your consent to a pre-authorised payment.


6.14. It is each Platform User’s responsibility to ensure correct Payment Details are provided when making any CPAY Payments or setting up a payee.  You are responsible if a Platform User gives us incorrect instructions or mistakenly instructs us to make the same PYAP Payment more than once, but we will try to help you get the money back. We may not always be able to do this, but we will do all we can. We will charge you a fee for tracing, recalling or cancelling a CPAY Payment.  We will tell you how much it is before we start the recovery process. If we cannot get the money back, you can request the relevant information we have about the CPAY Payment to help you reclaim the money.  We will provide this information on receiving a written request from you, unless the law prevents us doing so.

6.15. A Platform User can authorise us to make a CPAY Payment from your Account via the Platform by setting up electronic payments and giving us instructions via a third party, such as through a direct debit scheme or a Payment Initiation Service Provider. We will treat a CPAY Payment as authorised by you if:

6.15.1. the CPAY Payment was authorised from the Platform using the required Passcode or other required credentials;

6.15.2. the Platform User has setup or agreed to any Automatic Payments to be taken from your Account; or

6.15.3. a   Payment   Initiation   Service   Provider   has   instructed   a Payment from your Account which you or the Account Manager provided consent for.

6.16. We may refuse to execute or process any Payment (without prior notice to you) if:

6.16.1. the Account does not have sufficient Available Balance to cover the payment; or

6.16.2. the Account is suspended or closed; or

6.16.3. the Account has reached its Account Limits; or

6.16.4. we need to do so to comply with the rules of the payment system; or

6.16.5. we suspect fraudulent activity on the Account or the payment is unlawful or fraudulent; or

6.16.6. we are concerned about fraud or unauthorised access to the Account by a Payment

Initiation Service Provider; or

6.16.7. we are required to comply with any law.


6.17. If we refuse to process a payment under paragraph 6.16 we will not be liable for any loss this may result in, nor will we be obliged to inform the intended recipient. A Platform User can check the Account to ensure there was enough Available Balance and/or that correct recipient details were provided, or can ask us why we have not executed a Payment by contacting Customer Services. Unless the law prevents us, we will explain why and we will also tell you what can be done to correct any errors in  the  Payment Instruction because we are concerned under paragraph 6.16.6. We will contact the Account Manager using the contact details provided by the Account Manager or by leaving a  message  on  the   Platform  as  soon  as  possible  or  in  advance  if possible to explain why we have refused to process the payment, unless we are prohibited by the law or we have security reasons to do so.

6.18.A Platform User may not be able to stop any Payment once it has been  authorised  by  you,  the   Platform  User  or  a  Payment  Initiation Service  Provider. However,  a  Platform  User may  be  able  to  stop  a Direct Debit payment provided that:

6.18.1. the Direct Debit is cancelled at any time up to end of the Working Day proceeding the day agreed for debiting the funds; and

6.18.2. the payment has not already been made.

6.19. If the  Platform User stops or cancels a Direct Debit, they must tell the recipient to whom the Direct Debit is payable. We will not be responsible if you fail to inform them and the recipient will not have any claim against us.


6.20. A Platform User may stop a Standing Order and/or a Future Dated Payment by cancelling the payment on the Platform before the end of the Working Day prior to the Working Day the Account is due to be debited.  We recommend that the recipient is also informed; we will not be responsible if you fail to inform them and the recipient will not have any claim against us.

6.21. If, for any reason, a payment is processed for an amount greater than the Available Balance on your Account, you must repay us the amount by which the Full Deductible Amount exceeds your Available Balance immediately after receiving an invoice from us.  Should you not repay this amount immediately after receiving an invoice from us we reserve the right to take all steps necessary, including legal action and/or closing   your Account, to   recover   any   monies outstanding.

6.22. The Available Balance on your Account will not earn any interest.


7.1. The Platform Users can check your Available Balance on the Account, Card Transaction and CPAY Payment history via the Platform.

7.2. Your monthly Account statements will be made available on the Platform and we may notify you monthly via email when they become available if it is requested by you.


8.1. You may cancel your Account and any Cards before activating them, and up to 14 calendar days after the date of activation (“cancellation   period”), by   messaging   Customer Services through the Platform. Any Platform User may transfer any Available Balance to a UK bank account via Faster Payments or SEPA payment, or SWIFT payment (subject to Account Limits) before cancelling the Account.

8.2. You may close your Account at any time after the cancellation period and redeem any Available Balance on the Account by informing Customer Services through the Platform. Alternatively, a Platform User may at any time transfer any Available Balance to a bank account via Faster Payments or SEPA payment, or SWIFT payment (subject to Account Limits) and call Customer Services to close the Account.

8.3. Once the Available Balance is redeemed and the Account is closed, your Agreement will terminate. However, if paragraph 8.5 applies to your Account then your Account will remain active and your Agreement will continue to apply to you until there is no money outstanding on your Account.

8.4. All Direct Debit transactions that were set up on the Account will be rejected once your Account is closed.

8.5. If we find any additional withdrawals, fees or charges have been incurred on your Account following the processing of the redemption request, we will send an itemised invoice to you and we will require you to refund us immediately after receiving the invoice. Should you not repay this amount immediately after receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.


9.1. You are responsible for the use of your Cards issued, the Account and Payment Instructions issued.  You must ensure that all the users of your Account including the Platform Users and any Cardholders understand and comply with this Agreement.
9.2. We may restrict or refuse to authorise any use of your Account  and any Cards  issued  to  your Account including transactions in any legal jurisdiction if using the Card or Account   is   causing or   could   cause   a   breach   of   this Agreement or if  we  have  reasonable grounds for suspecting that either you, a   Platform   User, a Cardholder   or   a  third   party   has committed  or  is  about  to  commit  a  crime  or  other  abuse  in  connection with the Card or Account.

9.3. Where appropriate, any refusal to authorise a Card Transaction will be relayed to the Cardholder via the Merchant concerned.

9.4. It is your responsibility to ensure Cardholders sign their Card as soon as they receive it and keep it safe.  They must also keep safe any security information or credentials related to the Card, the Account and the Platform.

9.5. You will be liable for all unauthorised Card Transactions and CPAY Payments that arise from the use of a lost or stolen Card or Account security information or the misappropriation of the   Card or the Platform or if a    Platform User or a   Cardholder fails to:

9.5.1. keep the Card and/or security features of the Card and the Account safe;

9.5.2. notify us that the Card is lost or stolen.

9.6. You must ensure the Cardholder and/or all of the Platform Users do not:

9.6.1. allow another person to use a    Card, PIN or Passcode or security information related to the Platform, or

9.6.2. write down Passcode(s), PIN or any security information related to    Card, Account and    Platform unless this is done in a way that would make it impossible for anyone else to recognise any of that information, or

9.6.3. disclose their PIN, Passcode or password or any other security information related to Card, Account and   Platform, or otherwise make them available to any other person, whether verbally or by entering them in a way that allows them to be observed by others; or

9.6.4. enter the PIN in any ATM that does not look genuine, has been modified, has a suspicious device attached or is operating in a suspicious manner.
9.7. You should never allow a third party other than the    Cardholder, a Platform User or an Authorised Third Party Provider to use or access your Account.

9.8. You and the Platform Users must not disclose or make available your   Platform credentials to a third party unless the third party is an Authorised Third Party Provider and you want to use their services.

9.9. You will be responsible for all Card Transactions and CPAY Payments which either you, the    Platform Users, any    Cardholder or a Payment Initiation Service Provider authorise.

9.10. You will be liable for all    Card Transactions and CPAY Payments that take place as a result of you, any    Platform User or   Cardholder acting fraudulently or failing to comply with this Agreement with intent or gross negligence. Any such Card Transactions and CPAY Payments and any fees and charges relating to such transactions will be deducted from the Available Balance on your Account.


9.11. It is your responsibility to keep us updated of changes to your Information, including e-mail address and mobile numbers. Failure to do so may result in us being unable to contact you regarding your Account, including the provision of refunds to which you might be entitled or to let you know about changes to this Agreement.

9.12. You agree to indemnify and hold harmless, us and our distributors, partners, agents, sponsors, and   service   providers   and   their   group companies from and against the costs of any legal action taken to enforce this Agreement and/or any breach of this Agreement or fraudulent use of the Card, Account, Platform log in details, or PIN or Passcode by or authorised by either you, a    Platform User or any Cardholders.
9.13. The    Platform  is  only  supported  on  devices  where  the  operating system  has  not  been  modified,  or  jailbroken,  or  configured  to  allow software  installation  from  sources  other  than  those  approved  by   (including but not limited to the Apple App Store and Google Play). Use of the Platform on such a device is at your or the Platform User’s risk and neither CPAY or can be held responsible for any loss or data, Information or financial loss.




10.1. In the event of loss, theft, fraud or any other risk of an unauthorised use of the Card, or if the Card is damaged or malfunctions, you must ensure that the    Cardholder blocks their    Card via the   Platform immediately or contact Customer Services so that we can block the Card and PIN.

10.2. In the event that the Cardholder either blocks their Card or they notify us in accordance with this Agreement that their Card has been lost or stolen you will be liable for a maximum of £35 of any loss that takes place prior to us being notified.

10.3. Provided that the    Cardholder has followed one of the steps in accordance with paragraph 10.1 and that paragraph 10.4 does not apply, then you will not be liable for losses that take place following the date on which the    Cardholder blocked its    Card or informed Customer Services.  If there is an Available Balance remaining on your    Account, the Cardholder can request a replacement Card for your Account via the   Platform. If we replace the Card, the Card will be delivered to the Cardholder’s home address, fees apply – see the Terms.

10.4. In the event that we have reason to believe that either you or the   Cardholder have acted fraudulently or have acted with gross negligence or intentionally in failing to notify us of the lost or stolen Card or the Cardholder have failed to keep their Card or security information related to the Account safe or you or the   Cardholder have breached this Agreement then you shall be liable for all losses.

11. FEES

11.1. Your Account is subject to the fees set out in the Terms.

11.2. We will deduct any taxes or charges due from the Available Balance on your Account. If there is no Available Balance of funds, or taxes or charges exceed the balance of funds available, we shall send an invoice to you and will require you to refund us immediately after receiving the invoice. Should you not repay this amount immediately after receiving an invoice from us we reserve the right to take all steps necessary, including

legal action, to recover any monies outstanding.


12.1.If  you  have  a  reason  to  believe  that  a CPAY  Payment and/or  a    Card Transaction on your Account was unauthorised by either  you,  a    Platform  User,  a    Cardholder,  or  a  Payment Initiation Service Provider or was made incorrectly, you must ensure that you, a  Platform User or a  Cardholder informs us immediately via the  Platform or using any of the other contact details set out in the  Terms, but in any event within 13 months of the date of the relevant transaction.
12.2. If an unauthorised CPAY Payments and/or a Card Transaction is reported to us:
12.2.1. we will by the end of the next Working Day refund the unauthorised amount including any fees to your    Account and return it to the position it would have been in   if   the   unauthorised CPAY Payment and/or a Card Transaction had not taken place.

12.2.2. we are not obliged to refund the unauthorised sums to you if we have reason to believe that either you, a Platform User or the Cardholder have acted fraudulently, and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the CPAY Payment and/or a Card Transaction was unauthorised, we will refund the unauthorised sums to you straight away.


12.2.3. we will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Account.

12.3.You will be liable for all unauthorised  Card Transactions and/or CPAY Payments  made from  your     Account if  you,  a   Platform   User   or   the      Cardholder   have   acted   fraudulently   or deliberately  or  with  gross  negligence  failed  to  keep  the    Card,   Card security information or  Platform credentials safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that the  Card, security information related to the  Card or  Platform credentials has been lost or stolen.

12.4. You will not be liable for unauthorised Card Transactions and/or CPAY Payments after you or a Platform User or the Account Manager have told us that the Card, Card security information or Platform credentials have been lost, stolen or compromised.

12.5. If you or a Platform User or Cardholder tell us that a Card Transaction and/or CPAY Payment has been made incorrectly, after we are informed, we will immediately refund your Account with sufficient funds including any charges to restore your Account to the same position as if the incorrect Card Transaction and/or CPAY Payment had not been made. However, this will not apply if:


12.5.1. you or a    Platform User fail to tell us of the incorrect   Card Transactions and/or CPAY Payments without undue delay and in any case within 13 months of the date on which the transaction occurred;

12.5.2.any Payment Instructions you or the Platform User gave us were incorrect. If so, we will make reasonable efforts to recover your money if the payment has gone missing, but we may charge you a fee to cover our costs in doing so.  We will tell you how much it is before we start recovery process. If we are unable to recover the funds, you can request the relevant information we have regarding the transaction to help you reclaim the payment amount. For   legal   reasons, we are   obliged   to   provide   this information on receipt of a written request, except where the law prevents us from doing so; or

12.5.3. we can show that the payment was actually received by the other bank (in which case they will be liable).

 12.6. If funds have been paid into your Account by mistake.

12.6.1. we can take the funds back out of your Account and/or put a hold on the money so it cannot be spent.

12.6.2. we do not have to tell you before we take the money back or put a hold on the money.
12.6.3. we are required to provide sufficient details  about  you  and  the incorrect  payment  to  the  bank  or institution  that  sent  the payment to enable them to recover the funds.

12.7. If an error is made in Direct Debit, you will be titled to a refund from the payee or us under the Direct Debit Guarantee.

12.8. Where you, a Platform User or the Cardholder has agreed that another person can take a payment from your Account (e.g. if the Cardholder has given their Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment if all the following conditions are satisfied:


12.8.1. the  authorisation  given  did  not  specify  the  exact  amount  to  be  paid;


12.8.2. the amount that has been charged to your Account was more than you, the relevant Platform User or the    Cardholder could reasonably have expected to pay, based   on   the   circumstances, including   previous   spending patterns; and


12.8.3. you make the refund request within eight weeks of the date when the payment was taken from your    Account.

12.9. We may ask you to provide information as is reasonably necessary to verify that conditions in paragraphs 12.8.1, 12.8.2 and 12.8.3 apply.


12.10. If you ask us to make a refund under paragraph 12.8 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph


12.9.1 within 10 Working Days of the date we receive that information) we will either:
12.10.1. refund the payment in full; or

12.10.2. tell you the reasons why we do not agree to the refund.

12.11. You will not be entitled to a refund under paragraph 14.8 if: or a Platform User or the Cardholder have given us your consent for the payment to be made; and

12.11.2. where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment.

12.11.3. if the payment in question was higher than you reasonably expected to pay due to a change in any currency exchange rate.

12.12. Paragraph 12.11 does not limit your rights under the Direct Debit Guarantee Scheme.


13.1. We may change this Agreement, including fees and limits by providing you with at least two months’ prior notice by e-mail (provided you have supplied us with an up-to-date e-mail address) and will ensure the most recent version is always available on the Platform. If we give you two months’ notice of changes to this Agreement which relate to the availability of a new service or functionality, you will be deemed to accept such changes if you chose to use the new service or functionality before expiry of the two months’ notice period. You will not be deemed to have accepted   any   changes   which   do   not   relate   to   the   new   service or functionality.

13.2. If you do not agree with the changes to the Agreement, you may at any time within the two months’ notice period terminate this Agreement and close your Account in accordance with paragraph 8.2 at that time without a charge.  However, in the event you do not cancel during this period then you will be deemed to have accepted them and the changes will apply to you.

13.3. There are some situations where we can make changes to this Agreement and we do not have to tell you in advance. These are changes you probably expect because of the nature of the product or service, or that you won’t mind about because they are favourable to you.  We do not have to tell you personally in advance when any of the following happen:

13.3.1. if the change is in your favour, if we reduce your charges, if we make this Agreement fairer to you, or if we introduce a new service or feature from which you can benefit.

13.3.2. we make a change because a change in law or regulation says that we have to by a particular date, and there isn’t time to give you notice.

13.4. If any   part   of   this   Agreement   is   inconsistent   with   any   regulatory requirements then we will not rely on that part but treat it as if it did actually reflect the relevant regulatory requirement. If we need to make operational changes before we can fully comply with the new regulatory requirement, we will make those changes as soon as reasonably practical. We will update our Agreement to reflect the new regulatory requirements when they are next reprinted.


14.1. We can terminate this Agreement at any time:


14.1.1. if we give you two months’ notice and refund the Available Balance to you without charge, or


14.1.2. with immediate effect if you, a    Platform User or the Cardholder have breached this Agreement, or if we have reason to believe that you, a Platform User or the Cardholder have used, or intend to use the Card or Account in a grossly negligent manner or for fraudulent or other unlawful   purposes   or   if   we   can   no   longer   process   your transactions due to the actions of third parties.


14.2. We can suspend or terminate any Cards and/or, Account at any time with immediate effect (and until your default has been remedied or the Agreement terminated) without any prior notice to you if:


14.2.1. we discover any of the Information that the Applicant provided to us when applied for your    Account was incorrect; or

14.2.2. we believe that this is necessary for security reasons; or

14.2.3. we suspect or to prevent suspected unauthorised or fraudulent use of any Cards, Account or any security credentials related to any Cards or Account; or

14.2.4. if you have reached your Account Limits or if the Cardholder attempts to load fund higher than the maximum fund deposit amounts that is permitted; or

14.2.5.any legal obligations require us to do so; or

14.2.6. you, a Platform User or any Cardholders have breached this Agreement or we have reason to believe that you, a   Platform User or any Cardholders have used, or intend to use the Card or    Account or the Platform or the Passcode in a grossly negligent manner or for fraudulent or other unlawful purposes or if we cannot process any transactions due to the actions of third parties.

14.2.7. failed to pay our Fees before due date.

14.3. In the event that we do suspend or terminate any Cards or Accounts then if we are able to do so, we will tell you in advance otherwise we will let you know immediately afterwards (to the extent the we are permitted by law).  We may advise anyone involved in the transaction if a suspension has taken place.

14.4. In the event that any additional fees are found to have been incurred on your Account following termination by either you or us, then subject to this Agreement, you   shall refund to us any sum which relates to a withdrawal on the Account or fees and/or charges validly applied whether before or after termination. We will send an invoice to you and will require you to refund us immediately. Should you not repay this amount immediately after receiving an invoice from us were serve the right to take all steps necessary, including legal action, to recover any monies outstanding.


15.1. Our liability in connection with this Agreement (whether arising in contract, tort (including   negligence), breach of   statutory   duty   or otherwise) shall be subject to the following exclusions and limitations:


15.1.1. we shall not be liable for any default resulting directly or indirectly from any cause beyond our control, including but not limited to, a lack of funds and/or failure of network services at ATMs, maximum withdrawal limits set by ATM operators and failure of data processing systems;

15.1.2. we shall not be liable for any loss of profits, loss of business, or any indirect, consequential, special or punitive losses;

15.1.3. where the Card is faulty due to our default, our liability shall be limited to replacement of the Card, or at our choice, redemption of the Available Balance;

15.1.4. where   sums   are   incorrectly   deducted   from   your   Available Balance due to our default, our liability shall be limited to payment to you of an equivalent amount;

15.1.5. in the unlikely event that sums are deducted from your Available Balance but you, a Platform User or Cardholder did not authorise such deduction in accordance with this Agreement then our liability shall be as set out in paragraph 12; and


15.1.6. in all other circumstances of our default, our liability will be limited to redemption of the Available Balance.

15.2. Nothing in this Agreement shall exclude or limit our liability for death or personal injury resulting from our negligence or fraud.

15.3. To the extent permitted by law, all conditions or warranties implied by law, statute or otherwise are expressly excluded.

15.4. The above exclusions and limitations set out in this paragraph shall apply to any liability of our affiliates such as MasterCard, and other suppliers, contractors, agents or distributors and any of their respective affiliates (if any), to you, which may arise in connection with this Agreement.

15.5. In the event of suspected or actual fraud or security threat to any Cards or 

Account, we will use SMS, telephone, post, email or another secure procedure to contact the Account Manager. We may ask the Account Manager to verify their identity or identity of any Cardholders, Platform Users or the Account Owner for security purposes.


16.1. Some personal data will be necessary for us to provide you with the Account and services under this Agreement, we are the Data Controller and only use your personal data for this purpose. Please see Cpay Privacy Policy published at  full details on the personal data that we hold, how we will use it and how we will keep it safe.

16.2. If you allow or give consent to an Authorised Third Party Provider to access your Account to provide their services to you, you should know that we have no control over how an Authorised Third Party Provider will use your information nor will we be liable for any loss of information after an Authorised Third Party Provider has access to your information.


17.1. Complaints regarding any element of the service provided by us can be sent   to   Customer   Services via   instant   messaging   through   the    Platform or by email:

17.2. All complaints will be subject to our complaints procedure.  We will provide you with a copy of our complaints procedure upon request and, if we receive a complaint from you, a copy of our complaints procedure will automatically be posted to you.

17.3. If we fail to resolve your complaint to your satisfaction you may be able to refer your complaint to the Financial Ombudsman Service (Exchange Tower, London E14 9SR, phone 0800023 4567).  Details of the service offered    by    the    Financial    Ombudsman    Service    are    available    at




  • You may use our Services only for lawful purposes. You may not use our Services:


  • in any way that breaches any applicable local, national, or international law or regulation, or causes CPAY to breach any applicable law or regulation;
  • in any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect;
  • for the purpose of harming or attempting to harm minors in any way;
  • for anything that is abusive, harmful, or does not comply with our content standards;
  • for any unsolicited or unauthorised advertising, promotional material, or any other form of spam;
  • to deal in harmful programs such as viruses, spyware, or similar computer code designed to adversely affect the operation of any computer software or hardware;
  • in any way that would locally or internationally evade any applicable taxes or facilitate tax evasion.


18.2 Unsupported businesses and transactions


We do not support businesses or transactions which are involved in any of the following categories, such businesses or transactions may be declined. While this list is representative, it is not exhaustive, and we reserve our right to deny our services to any customers who exceed our risk tolerance.


18.2.1. Regulated or illegal products and services


  • Adult content.
    1. Pornography and other visual content depicting explicitly sexual acts.
    2. Services of sexual nature (webcam shows, live chats, prostitution, escorts, etc).
    3. Sexually oriented establishments (massage parlours, strip clubs, gentleman’s clubs).
  • Alcohol businesses.
    1. Payments for the sale of alcohol to retail customers are not supported.
  • Tobacco products.
    1. Products containing CBD.
    2. Any other products or services related to legal marijuana trade.
  • Certain controlled substances or other products that present a risk to consumer safety.
    1. Smart drugs, nootropic supplements.
    2. Substances that provide similar effects as illegal drugs (kratom, khat, etc.)
    3. Anabolic steroids and peptides.
  • Drug paraphernalia.
    1. Any equipment, product, or material which is intended for making, using, or concealing drugs
    1. Nutraceuticals, pseudo-pharmaceuticals, and other products which make unreasonable health claims not approved or verified by the applicable regulatory body.
    2. Online pharmacies.
    3. Prescription-only pharmaceutical drugs.
    4. Payments for the sale of pharmaceutical products to retail customers are not supported.
    1. Commodity chemicals.
  • Counterfeit or unauthorised goods.
    1. Unauthorised sale of designer and/or brand products.
    2. Sale of illegally imported or exported goods.
    1. Fantasy sports with cash prizes.
    2. Games of chance with cash prizes.
    3. Sales of in-game currencies by unauthorised vendors.
    4. Payments to or from gambling firms.
    5. Any type of gambling payments or businesses related to Turkey, United States, or Canada.
    6. Any other type of businesses related to gambling.
  • Intellectual property or proprietary rights infringement.
    1. Any product or service that directly infringes or facilitates infringement upon the copyright, patent, trademark, trade secrets, proprietary, or privacy rights of any third party.
  • Trading in cryptocurrencies.
  • Products and services which are not legal in the jurisdiction they are being offered in.


18.2.2 Financial and other professional services

  • Shell banks.
  • Superannuation funds.


18.2.3 Other restricted activities

  • IPTV and VOIP services.
  • Individuals, entities, or countries subject to international sanctions.
  • Weaponry, military and semi-military goods and services.
    1. Weapons (including weapons of historic significance), military software, or any other goods or services intended for military use.
  • Non-profit organisations and charities from countries outside of Canada, European Economic Area and/or European Union, Switzerland, USA, Australia, or New Zealand.
    1. Unregistered charities are not supported from any regions.
  • Trusts and foundations from countries outside of Canada, European Economic Area and/or European Union, Switzerland, USA, Australia, or New Zealand.
  • Trade of restricted and/or endangered animal species and products derived from them.
  • Multi-level marketing, pyramid schemes, get rich quick schemes, referral marketing.
    1. Including any other services promising unreasonably high rewards.


18.1. For a Non-Limited Business’ Account, we may not transfer your Account to a new Account Owner, nor will we transfer a Non-Limited Business’ Account to a Limited Organisation.

18.2. Any delay or failure to exercise any right or remedy under this Agreement by us shall not be construed as a waiver of that right or remedy or preclude its exercise at any subsequent time.

18.3. If any provision of this Agreement is deemed unenforceable or illegal, the remaining provisions will continue in full force and effect.

18.4. You may not assign or transfer any of your rights and/or benefits under this Agreement and you shall be the sole party to the contract between us. You will remain liable until all Accounts issued to you are terminated and all sums due under this Agreement have been paid by you in full. We may assign our rights and benefits at any time without prior written notice to you.  We may subcontract any of our obligations under this Agreement.

18.5. No third party who is not a party to this Agreement has a right to enforce any of the provisions in this Agreement, save that MasterCard and their respective affiliates may enforce any provision of this Agreement which confers a benefit or a right upon them and a person specified in paragraph 15.4 may enforce paragraph 17.

18.6. This Agreement contains the information set out in Schedule 4 of the Payment Service Regulations 2017 and you can obtain a copy of this Agreement at any time by visiting the Platform or the Website.

18.7. This Agreement is governed by English law and you agree to the exclusive jurisdiction of the courts of England and Wales.

18.8. The Financial Services Compensation Scheme is not applicable for this    Account. No other compensation schemes exist to cover losses claimed in connection with your Account. We will however safeguard your funds against any loss that can be reasonably anticipated.



19.1. If you have a query regarding your Card, Account or a Payment, you can send us an instant message via the Platform.

19.2. Lost, damaged or stolen cards can be reported via the Platform and also by calling +44(0)2032057057 (available 24hours a day).


MasterCard    is    a    registered    trademark    of    MasterCard    International Incorporated. is a registered trademark of Cpay Ltd.


Last updated on 25th April 2020.