Terms of Use

Thanks for using our services!

This End User Terms of Use ("Agreement") is a legal agreement between Coupay Limited ("Coupay", "we" or "us") and the end user of our Services ("you", "your").

This Agreement applies when we provide payment initiation services to you with respect to UK or EEA payment account, and when we transmit retrieved data and/or the payment status related to such services to third parties on your behalf in the UK or EEA ("Services"). Such third parties include your supplier of goods or services who have directed you to Coupay Secure Link and through which you have accessed our Services.

This Agreement describes the terms and conditions that apply to your use of the Services. You may not access or use the Services unless you agree to comply with all of the terms and conditions in this Agreement. You should therefore read this Agreement carefully and make sure you understand it. If you do not understand any of the terms and conditions of this Agreement, please contact us before using the Services by emailing us at legal@coupay.co.uk.

  1. About Coupay
  2. Services
  3. Eligibility and Availability
  4. Communication
  5. Incorrect or Unauthorised Payments
  6. Data
  7. Liability
  8. Complaints
  9. Changes to this Agreement
  10. Termination
  11. Governing law and language
About Coupay

Coupay is registered with Companies House England and Wales (Reg no. 12328174) and regulated by FCA, UK (Firm no. 920839).


2.1. You have accessed our Services via Coupay Secure Link or QR code shared with you by your supplier of goods and services or their agent or via any off their application (“Provider”). The products and services provided to you by your supplier may be governed by a separate agreement between you and the provider. We have no responsibility for the products and services provided to you by the provider or through their application and will not be liable to you for any harm, damage or loss arising from your use of the products and services provided by or through the application.

2.2. Our Services will allow you to make online payments directly from your online Bank or Payment Account (payment initiation services) to your Provider.

2.3. The terms and conditions that apply to the Payment Accounts that you access through our Services (the "Account Terms") will remain in effect and this Agreement does not change your Account Terms.

2.4. We will not charge you for the use of our Services. Your Provider may pay us fees and other amounts in connection with the services we provide to them and enabling the payment transaction between you and your Provider.

2.5. Before receiving our payment initiation service, you will have agreed to make payment to your Provider. They or their application may have directed you to make an online payment using Coupay.

2.6. When you are redirected to us, you will be asked to review and confirm your payment details like the recipient, amount of the payment and payment reference. These details are provided to us by the Provider and we have no responsibility other than accurately disclosing to you such details.

2.7. It is your responsibility to ensure that all of the payment order details are correct before you confirm the payment order as you would do while making an online bank transfer. You may not be able to recover a payment to an incorrect account or recipient.

2.8. You will confirm the payment order and provide explicit consent for Coupay to send the payment order to your Account Provider for execution, to receive information from your Account Provider on the initiation and execution of the payment order and to pass this information on to the Provider through which you accessed our Services.

2.9. You will be asked to select the Payment Account from which you will fund the payment and you may be redirected to your Account Provider's website or mobile application in order to authenticate yourself so that your Account Provider knows that you consent to the transaction.

2.10. Your Account Provider may offer you last opportunity to confirm and consent to making the payment. After this point you for immediate payments you will not be able to revoke your consent.

Eligibility and Availability

3.1. You can only use the Services if: a. you are 18 or over; b. your Payment Account and Account Provider are located in the UK or EEA; c. you provide us with accurate, complete, and up-to-date information, and do not misrepresent your identity or any other information about you; d. you agree to this Agreement, and to using our Services in accordance with this Agreement; and e. you agree to comply with all laws and regulations applicable to your use of the Services.

3.2. The Services that are available and the manner in which the Services are delivered may vary depending on the type of device you are using, the type of Payment Account(s) you have, the Account Terms and the Application Terms.


4.1. Where relevant and we consider appropriate, we may send you information and notifications to your email address or mobile number via SMS.

4.2. You can contact Coupay by emailing us at hello@coupay.co.uk.

Incorrect or Unauthorised Payments

5.1. If you suspect that an incorrect or unauthorised payment has been made using the Coupay payment initiation services you must contact us as soon as possible by emailing complaints@coupay.co.uk.

5.2. You may be entitled to a refund of the incorrect or unauthorised payment from your Account Provider provided that you notify them of the incorrect or unauthorised payment without delay. You must contact your Account Provider in the manner set out in the applicable Account Terms.

5.3. You should be aware that your Account Provider may contact you directly (and not through us) if there is an issue with a payment order submitted through Coupay for whatever reason (for example, if there are insufficient funds or an issue with your authorisation). You may need to resolve such matters directly with your Account Provider.


6.1. We use your information in line with our Privacy Policy (“Privacy Policy”) which can be found on our website. If you are not comfortable with how we handle your information as explained in the Privacy Policy, you should not use our Service.


7.1. Coupay will not be liable to refund you for any losses caused by circumstances beyond our control, for example, due to extreme weather, terrorist activity or industrial action.

7.2. Coupay is not liable for any contravention of a requirement imposed on it by or under Part 7 of the Payment Services Regulations 2017 where the contravention is due to: a. abnormal or unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary; or b. the obligations of Coupay under other provisions of EU or national law.

7.3. Nothing excludes or limits our liability for: a. death or personal injury caused by our negligence; b. our fraud or fraudulent misrepresentation; or c. a deliberate breach of this Agreement in a major way that is designed to harm you.

7.4. We are not liable to you for any harm, damage or loss to you arising from the acts or omissions of any third parties, in particular your Provider or your Account Provider(s).


8.1. If you have a complaint about our Services, please email us at complaints@coupay.co.uk so that Coupay can investigate the circumstances for you. We will aim to deal quickly and fairly with any complaints you have about our Services in accordance with our obligations under applicable law. Coupay may, however, direct you to: a. your Account Provider, if your complaint relates to the services provided under the Account Terms or involves an incorrect or unauthorised payment in accordance with paragraph 5 above; or b. your Provider through which you accessed our Services, if your complaint relates to the products and/or services provided by the Provider.

8.2. If your complaint relates to our Services and we do not resolve it, you may be able to refer it to the UK Financial Ombudsman Service. You can contact the UK Financial Ombudsman by telephone on: from inside the UK: 0300 123 9123 or 0800 023 4567; from other countries: +44 20 7964 0500 on Monday to Friday, 8am to 8pm and on Saturday 9am to 1pm; by post at The Financial Ombudsman Service, Exchange Tower, London E14 9SR; or by email: complaint.info@financial-ombudsman.org.uk. The UK Financial Ombudsman Service is also available in a number of different languages and if you need it you will be put in touch with a translator when you contact the UK Financial Ombudsman Service.

8.3. We are not responsible for any complaints or disputes about purchases made using our payment initiation services. You should settle these with your Provider from whom you bought the goods or services. We are not responsible for the quality, safety, legality or any other aspect of any goods or services purchased using our payment initiation services. Remember that once you have used our payment initiation service to make a purchase, Coupay cannot cancel or stop that payment transaction.

8.4. Coupay is also not responsible for any complaints or disputes about products and/or services provided by your Provider’s Application through which you accessed our Services, other third parties, or your Account Provider. You should settle these with the Provider, third party, or Account Provider directly.

Changes to this Agreement

9.1. Coupay reserves the right to change this Agreement at any time. Coupay will take into account your interests affected by the intended changes and will only make changes that we consider to be reasonable. You should read this Agreement while initiating every separate payment order transaction.


10.1. The contract between you and Coupay which is set out in this Agreement and which governs your use of the Services will continue until cancelled in accordance with this paragraph.

10.2. We may cancel this Agreement or refuse to offer our Services for any reason

Governing law and language

11.1. This Agreement is governed by English law and is subject to the exclusive jurisdiction of the English Courts. All communications with you will be in English.