Our products are lovingly hand poured and packaged in our studio; we aim to prepare and ship your order within 3-5 working days.

Can I change / cancel an order?

We may be able to cancel your order if it has not already been dispatched, to do so please contact us at hello@truenaturalhome.com. If your order has already been dispatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products.

We’re sure you’ll love your purchase, however, should you not be completely satisfied with a product you’ve received, we are happy to offer a refund, exchange or replacement, provided you return the item(s) to us within 14 days of receipt of purchase.

Returned items must be unused and in good and saleable condition. We try to be as fair and accommodating as possible, but reserve the right to refuse returns that do not meet our criteria.

Please Note: Costs associated with the return of orders are the responsibility of the customer. We recommend all returns are sent using an insured and recorded delivery service with tracking and scanning.

Email hello@truenaturalhome.com for returns.

True Natural Home does not accept liability for any returned goods lost or damaged in the post.

Any returns must be in the original packaging with proof of purchase.

Shipping

We do not accept any liability for delayed deliveries caused by any third party or by fire, flood or mechanical breakdown. We do not accept any liability for delays or the inability to deliver an order due to incorrectly provided postcodes or house names or numbers leading to deliveries to incorrect addresses.

Registration / Subscription

All matters in relation to your access to www.truenaturalhome.com (referred as TRUE NATURAL HOME), purchase of candles, melts and accessories from the online store and/or use of forums, social media platforms, mobile apps, and related services (referred as the Service) being offered on this website or the websites of its collaborating partners, subsidiaries, affiliates, licensees and service providers will be governed by these terms and conditions. If you are not comfortable with this agreement, you may stop your access to this website and discontinue the Service.

Accessing this website or using the Service being offered on this website shall be deemed as your consent to enter a legally binding agreement with TRUE NATURAL HOME. Clicking I Agree or related syntaxes on any part of this website or interface of your device shall be equivalent to your physical signature and bind you to these terms and conditions.

When you enter this agreement, it shall be deemed that you are at least 18 years old and otherwise qualified to enter a legally binding agreement, and if you are not, accessing this website or using the Service under the supervision and guidance of your legal guardians who shall enter this agreement on your behalf. However, minors of less than 13 years of age are not allowed to access this website/service.

Access to this website/service shall be voluntary, but you may be required to register and maintain your account on this website. It shall be your responsibility to maintain the confidentiality of your account. You will be responsible for all activities that may take place under your credentials.

When you register on this website or subscribe to any service being offered on this website, you may be required to provide your profile information like name, contact number, billing address and credit card details. Your personal information is collected solely for ensuring a hassle-free shopping experience on the service.

Privacy Policy

TRUE NATURAL HOME reserves a right to share your personal information with its collaborating partners or third parties, as determined by it. However, all sharing, or disclosure of personal information shall take place according to the Privacy Statement, which is a part of this agreement.

We may use cookies or other automated tools and techniques to collect user data on this website. Please refer our Privacy Policy to understand how we protect your personal information on this website.

TRUE NATURAL HOME may monetize this website by using Google AdSense or other third-party services that may be using cookies, web beacons, and other technologies to collect personal information as a result of ad serving on the website.

Security

We have implemented every feasible safeguard to protect your privacy on this website. We have collaborated with a highly credible payment processor and all transactions are being secured by industry-standard SSL encryption.

However, it shall be your responsibility to maintain the confidentiality of your login information. You have to bear all the risks that may be involved in accessing the website or using the Service over the Internet. Your personal information may be transmitted and stored in a different country where cyber laws may be less stringent in your home country. TRUE NATURAL HOME shall not be liable for any loss, damage, claims or consequences that may arise due to international transmission of data, ethical /unethical hacking, and unauthorised access or misuse of your account.

Prohibitions

You may use the website for lawful purposes only. Violating any local, state or federal laws, or infringing other’s rights on this website shall be strictly prohibited.

Copyright and Trademarks

All content, including the texts, pictures, graphics, descriptions, page headers, presentations, logos, icons, trademarks, service marks, applications, and associated service names are owned by TRUE NATURAL HOME and its collaborating service providers, fully protected by the copyright and trademark laws in the U.K. and related international conventions.

You should have a right to download a single copy of shared content for personal and non-commercial use, but nothing in this agreement shall grant you any rights to edit, copy, reproduce, transfer or redistribute the accessed / downloaded content for selling, leasing, republishing, creating derivative work or utilising it in any manner without obtaining a prior consent from TRUE NATURAL HOME.

You are not allowed to alter the sequences of any texts, pictures, presentations or illustrations in the accessed / downloaded content or remove the copyrights, trademarks or relevant proprietary rights notice from such content.

Pricing and Availability

TRUE NATURAL HOME reserves a right to edit or modify the price of its products at any time and in its sole discretion. We will ensure that quoted price on this website is always accurate and error-free, but if we discover that the price of any product has been wrongly quoted due to any error or omission, we may correct the quoted price regardless of your booking status. However, when the price of a booked item is changed, you will get the option of reconfirming or cancelling your order.

The quoted price shall be inclusive of applicable VAT in the U.K., but you will have to pay all the fees, duties, levies and charges that may be applicable to your purchase.

The confirmation of your order shall be subject to the available stocks. Acknowledgment of your booking doesn’t amount a confirmation of your order. Your order shall be deemed confirmed only when the payment instrument is charged, and consignment dispatched.

Delivery of your consignment may be delayed in certain circumstances. TRUE NATURAL HOME shall not be liable for any delays in your consignment due to a force majeure event or otherwise.

TRUE NATURAL HOME reserves a right to offer certain discounts or promotional codes as per the process and procedures mentioned on the website.

Third Party Websites

This website may include links/ads to third party websites. These links to third-party content/websites provide useful information, but we don’t claim that third party content, product, service, views, reviews, suggestion, recommendations or information will be accurate, reliable, authentic, or suitable from your perspective. We don’t have any control over the third-party websites and their services.

You may link to the home page of this website but refrain from linking to other pages unless you are authorised to do so. You should ensure that you are not violating any laws, fair usage policy, proprietary rights, and recommended procedures by linking to this website.

Indemnity

You shall indemnify TRUE NATURAL HOME and hold its subsidiaries, affiliates, service providers, licensees, executives and employees harmless against all losses, damages, claims or consequences, including but not limited to administrative or legal expenses that may arise in relation to:

Your violation of this agreement or applicable laws

Your violation of third-party rights

Your ability or inability to use the service

Your use or misuse of the forums, social media platforms, applications and other resources being offered on this website.

Disclaimer of Warranties

Subject to the applicable laws, TRUE NATURAL HOME disclaims all warranties and representation to the maximum extent permissible under the laws. Nothing on this website shall create any kind of warranty or representation, including but not limited to reliability, availability, suitability, merchantability of products, and non-infringement of titles or other proprietary rights unless it has been specifically mentioned in this agreement. You should acknowledge that:

All views, reviews, descriptions, presentations, advice, suggestion, or recommendation are being provided as it is and for information purpose only. The images of leather shoes and accessories may slightly differ than the actual products.

Nothing on this website shall be taken as any kinds of guarantee or representation that errors and omissions will be quickly corrected, interruptions will be promptly restored, and the accessed/downloaded content will be free from harmful viruses or malicious codes.

Nothing on this website shall be taken as any kinds of warranty or representation regarding the accuracy, reliability, timeliness, completeness, suitability and availability of information, product or services being offered on the website.

Unless otherwise mentioned in this agreement, third-party logos, trademarks, and service marks that have been featured on this website are not associated, linked or affiliated to TRUE NATURAL HOME. Such logos, trademarks, and service marks are exclusive properties of their respective owners/collaborating service providers. Featuring/publishing third-party logos, trademarks and service marks on this website doesn’t mean that we are endorsing / recommending their products.

TRUE NATURAL HOME shall not be liable for any direct, indirect, minor, major, exemplary or special damages, including but not limited to financial loss, low profits, loss of goodwill, data, credibility or other intangible losses that may arise due to your ability or inability to use the products, services, information or other resources being offered on this website, or any negligence of duty, breach of contract, tort, strict liability or otherwise, on parts of TRUE NATURAL HOME and its service providers.

In some jurisdictions, the limitation of liabilities may not apply. In such jurisdictions, the total liabilities of TRUE NATURAL HOME should be limited to a replacement / repair of the purchased product and in no case exceed beyond the amount that you might have paid for purchasing the product. However, nothing in this agreement will limit our liability for death or personal injury that may result due to any fraudulent misrepresentation or negligence by TRUE NATURAL HOME or its service providers.

Severity and Waiver

The terms and conditions of this agreement shall be severable. If any provision of this agreement becomes redundant or declared void by the courts, new provisions in the true spirit of this agreement will replace the impugned sections, and the remaining provisions will remain unaffected.

If TRUE NATURAL HOME is unable to enforce a strict compliance of this agreement or decides to ignore any non-compliance in light of certain circumstances, it shall never amount to a waiver of its legal rights against any subsequent violations.

Dispute Resolution

The parties to this agreement shall consent to resolve all their disputes through mutual negotiations. TRUE NATURAL HOME will implement a complaint handling procedure and the users will be allowed to register a complaint at any time.

Governing Law and Jurisdiction

These terms and conditions shall be interpreted according to the laws of the U.K. and the parties to this agreement shall submit before the non-exclusive jurisdiction of the English courts.

Entire Agreement

These terms and conditions shall be part of your entire agreement with TRUE NATURAL HOME, including the Privacy Policy, User Licenses and additional agreements that you enter for using certain premium features/services being offered on the website. Changes in this Agreement

TRUE NATURAL HOME reserves a right to edit, modify or replace this agreement at any time and in its sole discretion. Continued use of this website / service after such modifications shall be deemed as your consent to accept the modified agreement.

Safety

We do not accept liability for any death, personal injury or damage suffered as a result of using any of our products. When using a wax melt burner, remove all packaging and place the melts in the well of the burner and use with an unscented tea light on a heatproof surface. Keep out of reach of children and pets and away from drafts and vibrations. Do not move while lit. Burn within sight, never leave a burning candle unattended.

Klarna

“In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with

Klarna’s own privacy notice

USER TERMS FOR KLARNA’S SHOPPING SERVICE

Highlight of changes since the last update of these Terms:

• General update of the Terms including clarification of language and structure;
• Introduction of Sign in With Klarna (“SIWK”)
• Introduction of the The Loyalty Cards Feature in The Klarna AppWhen you use Klarna’s Shopping Service, these terms (“Terms”) apply and constitute a legally binding agreement/contract between Klarna Bank AB (publ) (“Klarna”, “we”, “us” and “our”) and you as a user of our Service (“you”) regarding the service described below (the “Service”). Please read these Terms carefully before using the Service and print a copy for your records and future reference. Do not use the Service if you do not want to be bound by these Terms.

These Terms do not apply to Klarna's payment options. If you choose to pay with one of Klarna's payment options, there are additional Terms that apply specifically to the payment. All terms can be found at https://www.klarna.com/international/terms-and-conditions/.

By contacting our customer service you can request older versions of the terms.

1. Description of the Service

We have created the Klarna Shopping Service (“the Service”) to give you the best possible shopping experience, regardless if you shop online or in-store. The Service enables an efficient and inspiring shopping experience by offering a range of great benefits. Your shopping experience should have you in focus. That’s why we thought of you when we created the Service and all its benefits. It will simplify purchases, give inspiration and personalized offers, enable control and provide an overview of your shopping.

The Service includes the following benefits:

1.1 Creation of a Klarna User Account

1.2 Autofill function and “remember me” to save your time

1.3 Payment methods displayed according to your preferences

1.4 Offers and benefits you actually like

1.5 Remember your selected card

1.6 Klarna’s travel planner (“Klarna Trips”)

1.7 The Klarna App

1.8 The Klarna Extension

1.9 Sign In With Klarna (“SIWK”)

1.1 Creation of a Klarna User Account

When you sign up to the Service we will create a user account for you, to give you the full potential of all the functions in the Service (“Klarna User Account”). Remember to always keep your contact information on your Klarna User Account up-to-date and add all your relevant delivery addresses.

1.2 Autofill function and “remember me” function to save your time

To provide you with a smooth and friction free shopping experience, we will remember some information about you, such as your name, address, and card details, and use that information to fill out your information automatically or to suggest that information be filled out (see more regarding Smart Suggestion in the Klarna App section below) when you use Klarna next time. An example of when autofill by use of Smart Suggestions is used is when you shop directly from the Klarna App. We retrieve the information used for the autofill function in different ways:

• By using information from your Klarna User Account.
• By asking for information when you interact with Klarna. When you use Klarna next time, you will only have to provide some information, such as email and postal code.
• By using device identifiers on our website (ie. “cookie”). A device identifier is a small text file that we place on your device (computer, tablet, mobile phone, etc.). This allows us to find and fill in the information about you that you provided earlier if you are using the same device. You can delete all cookies on your device, which deletes our cookies as well. For more information, please see our Tracking Technology Notice.
• When you shop directly from the Klarna App or use Klarna as a payment method at a merchant we can also autofill your information, such as your name, address, and certain card details, on the site where you are shopping. This is done by suggesting what should be added in the different fields to complete the form. This is enabled by you being logged into the Klarna App so that we can verify that it is actually you that is shopping.We will also remember you when you have logged in, ensuring that you are kept logged in with your Klarna account.

If you don't want to use the autofill functions or be remembered, you can adjust your settings in the Klarna App or during the purchase process, or contact us so we can help you.

1.3 Payment methods displayed according to your preferences

We will arrange the order of your payment methods based on different factors:

• If you have chosen a payment method as your preference
• If you have previously used a specific payment method
• If we are required by law to show payment methods in a certain order.

This does not affect which payment methods are available to you, only the order in which we present them.

1.4 Offers and benefits you actually like

Klarna may present offers and benefits such as discounts, special events, priority access to products, sales promotions, store offers, samples and gifts. The offers and benefits given to you are based on, among other things, the number of purchases, the amount you have spent and/or your usage of Klarna’s services or features. In some cases of such offers and benefits, specific terms and conditions may apply. These will be provided to you in conjunction with the offer or benefit.

1.5 Remember your selected card

When you make a purchase with Klarna, you can use several different payment options, including debit, credit, or prepaid cards. If you have chosen to pay by card, we will keep your card details until you choose to delete the information or until you close your Klarna User Account. By choosing to save your card details with Klarna, you agree to Klarna charging the saved card for later purchases with Klarna. You will not be charged until you make a purchase. If the card you have chosen by default cannot be charged for a purchase, including instalment plans or subscriptions, you agree that Klarna will try to charge one of the other cards you have registered in your Klarna User Account.

1.6. Klarna’s travel planner (“Klarna Trips”)

Klarna Trips is Klarna’s travel planning tool, available through Klarna’s Trips website trips.klarna.com as well as through select third party websites. The tool enables you to plan your trip and create a customized itinerary based on your preferences and interests.

1.7 The Klarna App

The Klarna App is an application accessible via your mobile devices or the web portal in your browser and is your shopping assistant. By using the Klarna App you can pay for your purchases, track your packages, get shopping tips and many more things. Some of these features are activated by downloading the Klarna App or logging in at the web portal, while others can be activated by you after login. Klarna wants to provide you with the best shopping experience and offer you the ability to search for a wide range of stores in the Klarna App. We may not have a commercial relationship with all stores shown or searchable in the Klarna App. In these cases, Klarna acts like a web browser or search engine, thereby just redirecting you to the store’s website in the integrated web browser. The exact content of features can differ between the country you use it in. To mention a few of the features we are most proud of:

• View your Klarna purchases and transactions
• Manage your payments
• Easy interaction with Klarna
• Personalised recommendations, offers and other contentExample of other features we may offer depending on the country version:
• Shopping services like search and compare functions (including an in app browser), an overview of stores that we think you will like
• Shop using Klarna’s payment methods - even at stores which do not yet use Klarna
• Order, delivery, or parcel tracking
• Connect your email or third-party accounts to view your orders made via stores or entities unrelated to Klarna
• Easy return handling and refunds
• Personal finance overview and management
• Display and store your transactions, purchases, receipts, images and other shopping related information
• CO2 emission footprint on your purchases
• Create and share collections of goods or services of your choice
• Share your transactions with other Klarna users
• Share your experience and thoughts with others on stores and products you purchased by submitting a review
• An assistant that suggests helping you to fill in various information (such as payment method, card details, shipping address) by use of autofill (“Smart Suggestions”). The information that is suggested differs based on what information you have saved with us - both when using the Klarna App (including any payment method in the Klarna App) and also Klarna as a payment method at a merchant (see the Autofill section above for more information).
• View your transactions made with one of our subsidiaries Sofort GmbH, Billpay GmbH and Klarna Inc. This will only be done after you have signed up for it in the subsidiaries’ services. The transaction data (such as for example name, address, bank account number/IBAN, sort code/BIC, reason for payment, date and amount, order details) will then be submitted to Klarna.
• Simplify your third party membership or loyalty card (“Loyalty Cards”) administration with easy access to your Loyalty Card information and effortless checkout at the point of sale directly with the Klarna App (“Loyalty Cards Feature”).

The Loyalty Cards Feature does not establish any affiliation between Klarna and the issuers of the Loyalty Cards. By using the Loyalty Cards Feature, you acknowledge that Klarna assumes no responsibility for the administration or delivery of Loyalty Cards or related benefits, or any damages, claims or other liabilities arising from or in connection with your use of the Loyalty Cards.

• Resell products that you bought via Klarna at third-party resell platforms. Klarna reserves the right to, at its sole discretion and at any time, add or remove any of the available resell platforms.

If you choose to resell a product, Klarna will redirect you to a reselling platform and prefill your listing by sharing your data with the resell platform. Klarna might limit, in its sole discretion, the use of the resell functionality for certain products. In such a case, the resell functionality will not be available. You acknowledge and agree that your use of the third-party resell platform will be governed by that platform’s terms and conditions. You also acknowledge and agree that Klarna has no responsibility with respect to your use of the resell functionality, including, but not limited to, the accuracy of the product listing, resale of your product, availability of or your use of the third-party resell platform and any damages, claims, or other liability arising from, or related to, your use of the third-party resell platform.

We save information about your purchases and transactions in the Klarna App. As a part of the Service provided under these Terms, Klarna enables you to see information about your purchases and transactions in the Klarna App. 

If you want to learn more about how Klarna uses this information, and other information we have about you, please see our Privacy Policy.

The Klarna App is available through third-party distribution platforms (“Application Stores”). You may require prior registration with the relevant Application Store. Klarna has no influence on the collection, processing and use of personal data by the respective Application Store operators.

1.8 The Klarna Extension

1.8.1. Introduction

The “Klarna Extension” is a software application made available by Klarna for web browsers (web extension), In-app browser (Klarna App) and/or iOS safari browsers (mobile extension), depending on what country version of the Klarna Extension you use. The terms and conditions (“Extension Terms”) in this Section 1.8 are only applicable to your (hereinafter “Extension User” or "you") use of the Klarna Extension.

The Klarna Extension applies assorted discount coupons on the online-store presence of merchants collaborating with and selected by Klarna ("Affiliate Stores"). Klarna receives fees for referring our Klarna Extension users to Affiliated Stores, and Klarna uses a portion of those fees to pay for gift cards earned by our users through accruing points on Qualifying Purchases. A "Qualifying Purchase" shall be those purchases where the Affiliate Store offers points on the purchase. 

The Affiliate Stores available through the Klarna Extension are entirely at the discretion of Klarna and may vary from time to time. 

Any purchases that you make are directly from Affiliate Stores and not from Klarna. The Affiliate Store’s terms and conditions shall apply to purchases made on its site and Klarna shall not have any liability in relation to any products or services that you purchase.

We have no control over the contents of Affiliate Stores' websites.

Additional features in the Klarna Extension are usable subject to an additional login into the Klarna Extension (see further descriptions below).

1.8.2 General Information, Eligibility

Klarna Extension can be used on Google Chrome and other supported web browsers from time to time. The technical usability of Klarna Extension on third party web browsers is subject to the respective usage terms of these browsers and the technical limitations and specifications of any device on which Klarna Extension is to be installed.

An Extension User must be at least 18 (eighteen) years old and have a European phone number to use the Klarna Extension, in addition to the eligibility requirements and Extension Terms set forth below. By installing, activating, enabling, using, or otherwise accessing the Klarna Extension, you confirm that you are 18 years old or over and that these Extension Terms will govern your use of the Klarna Extension.

1.8.3 Klarna Extension Functions and Limitations

The Klarna Extension offers several features, some of which are only accessible to an Extension User after first registering for a Klarna Extension account. These features are split into basic functions, each a “Basic Function”, and enhanced functions, each an “Enhanced Function”. Klarna updates the Klarna Extension continuously with new and improved features and reserves the right to withdraw any of the Basic Functions or Enhanced Functions at any time.

1.8.4 Enhanced Functions Prerequisite

In order to use the Enhanced Functions, the Extension User must first create a Klarna User Account. To create a Klarna User Account, you are required to provide your contact information, e.g. a valid email address, postal address and/or an EU phone number. Klarna reserves the right to verify your eligibility to create a Klarna User Account. 

1.8.5 Klarna Extension Basic Functions

If the store you visit is one of our Affiliate Stores, when you reach the Affiliate Store’s checkout you will be notified in the browser if there are coupons available and offered the opportunity to activate the coupons. If you choose to view the available coupons, the Basic Function will then show you available coupons for the Affiliate Store.

All coupons and discounts are provided by the Affiliate Store. Coupon terms are subject to the relevant Affiliate Store’s terms and conditions. Klarna always strives to provide you with accurate coupons. However, we do not warrant or guarantee the availability of coupons or that any of the coupons or discounts are accurate, complete, up to date or error free or that any such coupons or discounts will offer the lowest price for an item. Klarna may earn a commission from your transaction.

Examples of other Basic Function(s) that may be available to you depending on your country’s version of the Klarna Extension include the following:

• Create and share collections of goods or services of your choice (wishlists).
• Our price compare tool. The price compare tool searches for better prices on the relevant Amazon website by comparing sellers for you. Please note that Amazon and Klarna are not affiliated. Prices on Amazon may change, and the results of our price comparison tool are valid only at the time the comparison is made. Klarna does not become a party to any agreement that you conclude with Amazon and is also not liable for any issues arising from contractual relationships existing between you and third parties. Klarna always strives to provide you with as complete and accurate information as possible. However, we gather information from public-domain sources. Our intention is that all the information in relation to the price compare tool should be accurate and up to date. However, we cannot guarantee the reliability or the accuracy of the information.

Klarna Reward

This function permits an Extension User to accrue points on Qualifying Purchases into a dedicated Klarna User Account within the Klarna Extension (“Points”). One Point will be the equivalent of GBP 1. The number of Points accrued on a Qualifying Purchase may be set individually by each Affiliate Store and may be changed by each Affiliate Store from time to time. 

Points can be collected by following the process set out below. You do not need to log in to the Klarna Extension at the time of purchase to collect Points, but in order to see your current Points balance or redeem such amount (subject to these Extension Terms) you need to be logged in and provide us with your name, email, and postal address - unless you have already provided that information to Klarna. 

Points are accrued on the net purchase amount. The net purchase amount for determining Points excludes taxes, fees, shipping, gift-wrapping, returns or cancellations, and extended warranties.

Points may not be allocated if all or part of your order is returned, amended or cancelled. 

In order to earn and redeem Points, the following steps must be taken: 

• Points are only earned by making online purchases of Qualifying Purchases at Affiliate Stores. Affiliate Stores may exclude certain products and purchases from the Klarna Reward Enhanced Function.
• The availability of Points for a particular Qualifying Purchase will be shown in the Klarna Extension. The Klarna Extension will show the number of Points available during the specific Extension User’s Shopping Session. A “Shopping Session” describes the uninterrupted process of product selection until payment for the Qualifying Purchase is completed on an Affiliate Store’s website.
• Once an Extension User has reached an Affiliate Store’s checkout during a Shopping Session, the Extension User may activate Points by clicking the relevant button. The Affiliate Store’s terms and conditions shall apply to purchases made on its site.
• After activating Points, an Extension User must complete the purchase in the same Shopping Session to accrue Points.
• Points cannot be redeemed retrospectively against any item(s) which you have already purchased.
• An Extension User must ensure that all technical criteria are met in order to activate and claim Points, including having cookies and java script enabled on your web browser.
• You will need to log in to your Klarna User Account from the device used for the Shopping Session within fourteen (14) days of completing each Shopping Session so that we can allocate Points to your Klarna User Account.
• A Points figure that was correctly obtained during a Shopping Session will be credited to a Klarna User Account within thirty (30) days after an Affiliate Store’s (contractual and/or statutory return policy i.e. as long as you can return the item or service you bought) period expires. During the return policy period the Points are categorised as Pending.
• The Extension User needs to collect a total amount of 25 Points (minimum) in order to redeem the Points for a gift card (the “Payout Threshold”). You must have the number of Points required for a gift card in your Klarna User Account at the time of redemption. You cannot redeem Points which have not yet been credited to your Klarna User Account.
• Subject to any other requirement in these Extension Terms, once the Extension User has reached the Payout Threshold, we will send an email to the Extension User’s registered email containing a redemption code that the Extension User may use to redeem the Points as a gift card. More information on how you do this is provided in the email you receive. Klarna may modify or add gift card providers at its discretion. The gift cards are subject to terms and conditions of the gift card provider and the relevant merchant if specified. If you have any questions related to the gift cards, you can contact our customer service and we will assist you further.
• Klarna sends emails with an offer to redeem the Extension User’s Points on a quarterly basis. Provided that you have at least 25 Points in your Klarna User Account available for redemption, you will be offered the chance to redeem your Points during the next available period. Klarna is not responsible for lost email or any other event or delay beyond the control of Klarna.

Once you have reached the Payout Threshold and we have sent you a redemption code, the redeemed Points will no longer be available in your Klarna User Account and your Points balance will be adjusted to reflect the same. 

You will be responsible for selecting a gift card. Klarna will not have any responsibility for any error you make in selecting a gift card and/or your use of that gift card.

Points:

• Can only be earned, retained or redeemed as set out in these Extension Terms;
• Cannot be used as any form of credit, debit or for any other purpose;
• Can only be redeemed for gift cards as set out in these Extension Terms; they have no redeemable cash value and cannot be exchanged for cash;
• Cannot be sold, transferred or exchanged (to other Klarna User Account or otherwise) or used for any other purpose, except as specified in these Extension Terms or otherwise in writing by Klarna; and
• Are personal to your Klarna User Account and cannot be pooled with the Points earned by another person and/or redeemed together.

If someone else accesses your Klarna User Account, then you may lose Points earned.

You can check your Points balance on your Klarna User Account at any point by logging in to your Klarna User Account in your Klarna Extension. If you decide to check your balance, you will be responsible for all connection and/or data charges you incur in doing so. Please note also that we will not be responsible for any communication failure arising from events outside of our control which, for example (but without limitation), results in you being unable to check your Points balance or your Points balance not updating or being slow to update. You can also confirm your Points balance at any time by contacting customer service. 

We reserve the right to correct or amend Points balances in your Klarna User Account or to suspend redemption codes if Points have been allocated to you in error or we reasonably consider that there has been a misuse of the Klarna Extension or an error has occurred. If you wish to query such a correction or amendment to your Points balance or suspension of a redemption code, please contact our customer service.

Klarna reserves the right to limit or terminate your Klarna User Account (including without limitation by terminating the collection of Points and/or redemption of gift cards) and/or take any other action we consider appropriate if we reasonably suspect that you are not eligible to participate in the Enhanced Functions under these Extension Terms, there is misconduct, fraudulent, unauthorised or inappropriate use of your Klarna User Account (including without limitation tampering with or duplicating Points), you have provided us with false or misleading information or you have otherwise not complied with these Extension Terms.

One-time Card

One additional Enhanced Function is the use of the One-time Card Service - one of Klarna’s available payment services. The use of the One-time Card Service is governed by the One-time Card terms available here.

Inactive Accounts

If your Account is inactive for twelve (12) consecutive months or more, then any unused or unredeemed Points will expire. You will not be able to redeem a gift card using those forfeited Points. Forfeited Points cannot be reinstated. Klarna may also cease to maintain your Klarna User Account Account records in relation to your use of the Klarna Extension and your access to the Klarna Extension. To reactivate your Account, please contact our customer service.

1.9 Sign In With Klarna (SIWK)

Sign in with Klarna (“SIWK”) helps you easily and securely create and sign in to an account on third-party apps and services using your existing Klarna User Account. You won't have to remember individual usernames and passwords for each app or service. These third-party apps and services are provided by companies other than Klarna.

You can stop using SIWK to sign in to a third-party app or service at any time.

When you use SIWK on a third-party app or service, Klarna will share your name, email address, phone number, date of birth/personal identification number, and address from your Klarna User Account to that third party. The shared email address will be used to check if you already have an existing account at the third-party and connect to it if that’s the case. If you don’t have an account on the third-party app or service the shared data will instead be used to facilitate the account creation at the third-party.

When you use SIWK, Klarna does not receive access to your third-party account, nor does the third-party receive access to your Klarna User Account.

Important: In addition to data shared by Klarna the third-party might request for additional information. This additional information and the data shared by Klarna will be used by the third-party app or service as described in their privacy notice or elsewhere. Make sure to read them before you start using SIWK on a specific third-party.

2. Are there any costs for the Service?

Klarna grants you a non-exclusive, non-transferable, non-sublicensable right to use the Service. The Service described in these Terms including features in the Klarna App is free of charge, unless specifically indicated otherwise. If you use one of Klarna's payment options, different terms and conditions apply and interest and fees may be charged. So make sure to check the information provided for the payment method you have chosen.

3. Changes of the Service and Terms

We may make changes to these Terms from time to time, for example in case of updates of the Klarna App or the Klarna Extension. We will give you 30 days advance notice of such change. If you do not agree to the changes, you may contact customer service to terminate this Agreement. More information on how to terminate this Agreement can be found under section “Duration and termination of this Agreement” below.

4. Privacy and your personal data

How Klarna processes your personal data when we provide our services is described in our Privacy Policy. There you can also find more information about your rights regarding your personal data, as well as how you can contact us if you have any questions.

5. Your obligations

When using the Service, you should always provide correct information and use your real identity. As further described in section 12 you must keep your contact information up to date. Using information that does not belong to you, or that you are otherwise not authorized to use, or using the Service in a manner that does not comply with these Terms, will be considered a misuse. You may not use the Service in a way that violates any applicable law or to purchase any item that is illegal in your country. You may not use any software or device that is intended to disturb the Service or to extract other persons’ personal data or other data.

If you upload, share or import content to Klarna, like images, texts, reviews, receipts, information on goods, nicknames, service or deliveries, or other content, you grant Klarna a royalty-free worldwide sublicensable and transferable right to use and display the content for the purposes of delivering the Service. You acknowledge that by sharing content you make it publicly available, which means that information about you becomes available to others, and may be used and shared further by other individuals. You may only upload, publish or share content which you have the right to use, and which does not violate law or other regulations, these Terms or third party rights.

We have the right to remove any content uploaded or shared by you if we are required to do so by law, or believe it is offensive, unlawful, violating the rights of others, or otherwise objectionable. You are liable for any content uploaded, published or shared by you. You agree to not upload, publish or share content which is unlawful, fraudulent, abusive, threatening, violates the rights of others, offensive or criminal (such as agitation against ethnic groups, child pornography or unlawful depictions of violence) or ; transmitting content that contains viruses, Trojan horses, spyware, adware, malware, or other harmful or damaging programming; distributing unsolicited advertising (spam) or any other form of harassment. Klarna reserves the right, without obligation, to monitor, review, adjust, inactivate or remove content for the reasons mentioned above. You acknowledge and agree that if you upload, import or share content that is abusive, threatening or offensive, or violates, or Klarna may reasonably assume to significantly violate, law or your agreement with Klarna, we may terminate or deactivate your use of the Service.

You are solely responsible for your uploading, publication and sharing of content, and agree to indemnify and hold Klarna harmless from damages, loss or costs incurred by your uploading, publication or sharing of content, including in connection to third party claims against Klarna.

To the extent you cause processing of information about you by us, e.g. by uploading, publishing or sharing data in the Klarna App, about you indicating political or philosophical beliefs, trade union membership, data concerning health, biometrics, sex life or sexual orientation/practices, etc. or otherwise particularly sensitive personal data within the meaning of applicable national law, you give your explicit consent to us processing that data to perform our Service.

6. Login and security

You must keep your Klarna User Account login details safe and secure. The Service may only be used by you as the Klarna User Account holder and not by anyone else. You may not make purchases on behalf of others using the Service or your Klarna User Account. You may not grant access to the Service or your Klarna User Account to anyone else for any purpose. Any access by others shall be deemed an unauthorised access of your Klarna User Account. Any data related to misuse or suspected misuse may be retained and used for future risk assessment. Klarna also reserves the right to terminate or deactivate your use of the Service without prior notice in case of significant breach of your security obligations.

Once logged in you may be kept logged in until you actively log out or, until you have been inactive for 60 days, in which case you will be automatically logged out. To avoid unauthorised use of the Service on your behalf or unintended disclosure of your personal data, make sure only you have access to your login details and that you always log out from your Klarna User Account if you leave the computer or device unattended. You are responsible for any unauthorised use of your Klarna User Account or unintended disclosure of your personal data due to loss of login details or leaving your computer or device unattended.

Klarna has implemented additional security features to keep your account secure and prevent unauthorized access to your account. These measures also include measures to help you keep your information up-to-date, for example if Klarna notices discrepancies or changes in the Klarna User Account information not actively updated by you.

If at any time you wish to terminate your Klarna User Account, you can make a request by contacting our customer service. Alternatively, you can simply cease using your Klarna User Account. If you terminate your Klarna User Account by contacting customer service or if we terminate your Klarna User Account then we will forfeit all of your unused Points at the date of termination.

7. General

If there is a conflict in these Terms with any other terms whatsoever attached to any other advertising material in respect of the Service, these conditions will take precedence.

8. Services from other companies

For some features you have the option to use may include services provided directly to you by companies other than Klarna, such as tracking features from logistics companies. When you use such features that rely on services from other companies, you authorize Klarna to utilize those services on your behalf. We do not provide any warranty, or assume any responsibility regarding the quality, accuracy, source, merchantability, fitness for purpose or any other aspect of those third party services.

If you use Google Maps in connection with the Service, for example by searching for your address in the address bar, the Google Maps/Google Earth Terms of Service and Google's Privacy Policy apply. Furthermore, to prevent abuse of the Service, Klarna may use reCAPTCHA, and if so, Google’s Terms of Service and Privacy Policy will apply.

9. Duration and termination

This Agreement is for an indefinite period of time and continues in force until it is terminated by you or Klarna. 

You may request to terminate this Agreement at any time, for any reason, by contacting us directly. Klarna will terminate your access to the App provided that all amounts owed to us by you (including late fees) have been paid in full, and no disputes and/or refunds are in progress.

You will remain liable for all outstanding amounts that you owe to Klarna (including late fees) even after this Agreement has been terminated (by you or Klarna). In that scenario, we will provide information to you on how to make payments to us.

Klarna may at any time suspend, limit your access to our Service and/or terminate this Agreement because you have not complied with this Agreement, or where we reasonably consider it necessary to comply with our legal obligations, for example:

• For the prevention of fraud;
• To limit the risk of money laundering and/or terrorism financing;
• To protect us against any legal or regulatory risks; 
• When we reasonably suspect, or are aware, (i) that you have breached this Agreement in a material respect or (ii) of fraudulent or abusive use by you or a third party including the use of robot, spider, crawler, scraper, or other automated means or interface to access the Klarna App or extract other users’ information;
• When we otherwise reasonably consider your activity associated with the Klarna User Account to be in breach of the law; or
• When and to the extent necessary due to technical reasons, including when necessary to ensure the security of communication channels, equipment or information.

Klarna will give you a three months’ advance notice of any suspension, limitation or termination, but sometimes Klarna will not be permitted to tell you by law or as a result of a court, regulatory or public authority order or where it will prejudice any investigation.

If Klarna cannot provide the Service for any reason or ceases to provide the Service, Klarna may terminate this Agreement by providing no less than three written months’ notice. Such notice will be provided to the email address registered to the relevant Klarna User Account.

10. No right of withdrawal (“the right to change your mind”)

By entering into this agreement, you agree that the Service will commence and thereby agree that there is no right of withdrawal. However you can terminate these terms at any time.

11. Limitation of liability

Klarna and our affiliates have no liability for your use of the Service or for any product that you purchase by using our Service. This means, for example, that we have no obligation to compensate you for any direct or indirect damage, including loss of profit or claims from other parties. Information that you receive from us will not create any warranty or guarantee from us.

Product specifications and other information have either been made accessible by suppliers, manufacturers, merchants, publications, publicists or been gathered from public-domain sources. The intention of Klarna is that all information on the website should be as accurate and up-to-date as possible. However, Klarna cannot guarantee the reliability or the accuracy of the information contained within its pages.
We urge our users to conduct their own research prior to purchasing from the stores listed on our service to ensure the accuracy of the prices. All the actions taken by the user of the website are the responsibility of the individual. Klarna cannot make any guarantees that any information is correct or be held liable for any actions taken based on the product and pricing information provided.

If you want to report an error or have any questions please contact Klarna at the address listed below. Merchants listed on the Klarna site are independent third parties and Klarna is not acting as a principal, agent or broker with respect to any advertisers. Your relationship with any merchant you contact through this site is solely between You and the merchant. You agree not to hold Klarna liable for any loss or damage of any sort incurred as the result of any business conducted with our merchants or as the result of the content provided by such merchants through the Site.

In other words, we provide you with access to shops, merchants and offers, but we are not involved in the supply of the products you purchase through them.

Klarna has no warranty, compensation, maintenance, support or availability obligations for the Service. Except to the extent that liability cannot be excluded or limited as a matter of law, Klarna accepts no responsibility or liability for (a) Klarna User Accounts which are created using incorrect or inaccurate information; (b) any technical malfunction, failure, error, omission, interruption, deletion, defect, delay in operation or communications, line failure, regardless of cause, with regard to any equipment, systems, networks, lines, satellites, servers, computers or providers used in any aspect of the operation of the Service; (c) inaccessibility or unavailability of any network or wireless service, the Internet and/or any website; (d) any injury or damage to any person’s computer(s) or mobile device(s) which may be related to or result from any attempt to use the Service; or (e) any matter outside of its reasonable control.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; or any matter for which it would be illegal for us to exclude or attempt to exclude our liability.

12. Electronic communication

By accepting these Terms and/or using our Service, you agree that Klarna may provide all communications, payment information, terms and conditions, information we are required to provide by law, all communications regarding any complaints and other information to you electronically to the email address you have provided to us.

Keep your contact information up to date

It is your responsibility to ensure that Klarna has your current email address and mobile phone number, so that we can communicate with you electronically. Keeping your information up-to-date is also important in order to keep your account secure and to keep the access to your account. If you need to update your primary email address, please contact customer service to make the change.

Questions

If you have questions about how we communicate with you, or electronic communications in general, please contact our customer service.

13. Assignment or transfer

You agree that we may assign to any person or entity any of our rights under the agreement to which these Terms apply. Such assignment of our rights will not in any manner inhibit your statutory (consumer) rights.

You may not transfer or assign any rights or obligations you have under these terms. To the extent not otherwise already permitted by applicable law, we may transfer or assign these terms or any right or obligation under these terms at any time provided that such transfer does not alter your rights and obligations under these terms to your detriment.

14. About Klarna

Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm (contact details at https://www.klarna.com/uk/customer-service/), is a Swedish bank registered at the Swedish companies register under registration number 556737-0431. The Managing Director is Sebastian Siemiatkowski. Klarna Bank AB (publ) is authorised to provide financial services by Finansinspektionen (the Swedish Financial Supervisory Authority). Klarna’s registration with the Swedish financial supervisory authority as well as a list of countries to which Klarna’s services have been passported to can be found on Finansinspektionen’s website.

15. Customer service and complaints

For complaints, the information provided on www.klarna.com applies. By using our Service you agree that Klarna provides all communication regarding complaints electronically. If you have a complaint towards Klarna, you can submit your complaint through Klarna’s customer service webpage, using the chat function or by giving us a call on (+44) 0808 189 3333.

We aim to handle all complaints promptly, effectively and in a positive manner. If we do not resolve your complaint to your satisfaction, you may, in some instances, be able to refer your complaint to the Financial Ombudsman Service by calling 08000234567 or using the online form available at https://www.financial-ombudsman.org.uk/contact/index.html or writing at Exchange Tower, Harbour Exchange, London, E14 9SR. For all other instances, you may refer your complaint to Klarna’s Complaints Adjudicator for an impartial review, using the form provided alongside your final response. For more information about how we handle complaints at Klarna, please refer to our complaints handling procedure.

16. Governing Law

This Agreement is governed by the laws of England and Wales and is subject to the exclusive jurisdiction of courts of England and Wales. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

17. Language

These Terms are only available in English. No other languages will apply to these Terms.

Pay Later in 30 days Terms and Conditions

Thank you for choosing to shop with Klarna.

This is a credit agreement between you and us. When we use ‘us’, ‘we’ or ‘our’ in this document, we mean Klarna Bank AB UK Branch. When we use ‘you’ in this document, we mean anyone who has bought something using Pay Later in 30 days (“Pay Later”) with Klarna. 

Section 8 “Do you charge late fees?” applies to Pay Later credit agreements made on or after 16 March 2023. This section does not apply to Pay Later credit agreements made before this date.

1. Who can use Pay Later?

You must be a UK resident, over 18 years old and have a valid payment card to use Pay Later. When we say ‘valid payment card’, we mean the card must be in your name, and must not have expired. You should also make sure the card you use has enough money available to cover your payment. 

Pay Later is a credit product. It’s our decision whether or not we start a credit agreement with you.

2. How do I Pay Later?

With Pay Later, you can pay for something you buy up to 30 days from the order placement or shipment of your goods or when services you have purchased become available. We will send you a payment reminder with details on how to make payment to us directly, or if you have opted in for autopay notify you of any upcoming payments that will be withdrawn on due date. If you’d like to pay off your balance before the 30 days is up you can make a payment early through the Klarna App by paying by card immediately.

3. When it’s time to pay, which cards does Klarna accept?

Klarna accepts most cards except prepaid cards. We’ll let you know at checkout if your card hasn’t been accepted.

4. What if something goes wrong?

Klarna offers consumers Buyer Protection which means for example that you as a consumer do not have to pay for the ordered goods until you have received them, and that Klarna will assist you with problems related to your purchase.

For more information and instructions please go to: https://www.klarna.com/uk/buyer-protection-description/.

5. What happens if I cancel my purchase?

If you cancel your purchase, we’ll cancel your outstanding payment that’s due. If you want to return part of your order, you’ll only have to pay for the goods you want to keep.

6. What happens if I fail to pay for my purchase?

It is important that you complete your payment for your purchase no later than on the communicated due date. You can manually make a payment in the Klarna App using your card.

If you have opted in for autopay, Klarna will try to automatically withdraw the amount due on the due date. Klarna will notify you prior to the upcoming payment. If we can’t take the payment from your card, we’ll let you know, and try again one more time to take the money. We’ll let you know when we’re going to try again, so you’ll have plenty of time to put some money onto your card to make the payment.

If we can’t take the money from your card on the due date or on when we try again 7 days later, we will ask you to pay the outstanding amount directly in full. If you do not pay, we may use a debt collection agency to collect the money for us. A debt collection agency is an FCA regulated company used by Klarna to recover funds that are overdue. 

Klarna will always get in touch with you before attempting to collect a payment from your card. We will also contact you if we plan to use a debt collection agency to recover the outstanding amount.

Not paying on time might also mean you can’t use Klarna credit products in the future. We will report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit from Klarna and other lenders in the future. 

7. Will using Pay Later affect my credit score?

No. We might carry out a limited credit search on you at a credit reference agency. This is a ‘soft credit check’, and won’t affect your credit score, or your chances of using credit in the future. You’ll be able to see it on your credit file, but no one else will. 

We will report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Failure to pay on time might affect your ability to obtain credit in the future from Klarna and other lenders. More information about reporting to credit reference agencies can be found in Klarna’s Privacy Notice.

8. Do you charge late fees?

We will charge you a late fee if you do not pay us within 7 days after your payment is due. If you have opted into autopay, we’ll retry to charge your card once within this time. If we are not able to collect payment from you after the retry or you do not pay us manually then a late fee will be applied. You will not be charged a late fee if we collect payment or you pay us before then. 

We’ll send you plenty of friendly reminders so you can make sure you’ve got enough money on your card before we collect payment from you or so you don’t miss your due date. 

If your order is over £20, we will charge you a late fee of £5. If you only receive part of your order and the total value is £20 or less, the late fee will only be 25% of the purchase price of the order. For example, if your order’s total value is £16, you will be charged a £4 late fee, which is 25% of £16. 

You will only be charged a maximum of two late fees per Pay Later order. We won’t charge you a late fee if you have less than £1 left to pay.

We may delay or decide not to charge you late fees. If we do not enforce our rights against you for late fees, this will not stop us enforcing those rights at a later date. If you think late fees have been charged in error, please contact Klarna Customer Services.

9. How does Klarna use my personal data?

We use your personal data to identify you and to carry out customer analysis, credit assessments, credit reporting to credit reference agencies, marketing and business development. We might also share your data with some partners (such as credit reference bureaus), which might be based outside of the UK.

Please see our Privacy Notice here for more information about your rights, how you can get in touch with us, or to complain. By using Klarna’s services you confirm that you’ve read this notice.

10. How do I make a complaint?

You can make a complaint through our customer service webpage using our live chat feature, or by calling us on (+44) 0808 189 3333. We try to handle all complaints as quickly and smoothly as possible. 

If you’re not happy with our response, you can contact Klarna’s Complaints Adjudicator. Use the form provided alongside your final response. 

You can find our full complaints information here. 

11. Transfer of rights

This is a credit agreement between you and us. You can’t transfer your rights or obligations to anyone else unless you get our permission first. 

We can transfer these terms, or any rights and obligations you have under them, at any time. We don’t need to ask for your consent to do this, unless transferring would harm your rights and responsibilities. This means we have the right to transfer the credit agreement to another provider without asking you.

12. Klarna

Klarna Bank AB UK Branch is a branch of Klarna Bank AB which is authorised and regulated by the Swedish Financial Services Authority. Klarna is authorised by the Prudential Regulation Authority. It is subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website. Klarna Bank AB offers both regulated and unregulated products. Klarna's Pay in 3 instalments and Pay in 30 days agreements are not regulated by the FCA. Klarna Bank AB UK Branch’s number is BR020956 and its address is Aviation House, 125 Kingsway, Holborn, London, WC2B 6NH, United Kingdom, with FCA reference number 536065. Klarna Bank AB’s headquarters are at Sveavägen 46, 111 34, Stockholm, Sweden, registered in the Swedish Commercial Register under registration number 556737-0431.

For further information about Klarna, go to: https://www.klarna.com/uk/

Clearpay

1. Our relationship with you

Welcome to Clearpay! Our full name is Clearpay Finance Limited, and our company number is 05198026. We have a registered office at 101 New Cavendish Street, London, W1W 6XH.These terms and conditions apply to you when:

• you ask us to finance your purchase of goods or services offered by our retailers (this is an “Order”); and 

• we provide you with a credit plan which sets out the rules of us providing you finance under each Order (this is a “Clearpay Plan”).

We may reject an Order or cancel an Order and a Clearpay Plan before the goods or services are supplied to you by our retailer if we have good reasons. See clause 8 for examples of good reasons.

Clearpay is available for UK residents (excluding Channel Islands) aged 18+. See clause 3 for full eligibility criteria.

It’s important to note that other terms may also apply when using our services. These include:•Website Terms:These terms set out how to use our website, App and interact with any social media.•Privacy Policy:This is an important document that sets out how we will store and use your personal information.•Product Terms:Other terms may apply when you use other services offered by us, for example, when you use Pulse Rewards.Together these documents form a legal agreement between you and us and we will collectively call them the “agreement” throughout this document.Important to know!

Please use Clearpay responsibly. Using us to pay for goods or services in instalments is a form of interest free unregulated credit. It’s important that you pay us on time otherwise you may incur late payment fees. We may charge a £6 late fee for each late instalment and for Orders over £24, we may charge a further £6 if the instalment is still unpaid 7 days later. For Orders over £24, late fees are capped at the lower of £24 or 25% of the purchase price of the Order. Missed payments may affect your ability to use us in the future and we may pass unpaid debt to our debt collection agency. You can read more about this at clauses 17 and 18 below.

If you want more information on our services or can’t find what you are looking for in the agreement, you might find it useful to read ourFAQ. However, please note that these are for information purposes only and do not form part of our agreement with you.  If there is something you don’t understand in the agreement, please get in touch. If there is something you don’t agree with, unfortunately we won’t be able to provide you with a Clearpay Plan.

Changing these terms and conditions

You can find out more information about how we change these terms and conditions in clause 29 below. We may update our terms from time to time so please check-in regularly.

2. What is Clearpay?

We are a ‘buy now pay later’ company that allows you to buy goods or services offered by our retailers online or in stores including overseas retailers in countries approved by us. Our list of retailers is on our website.We provide services to you mainly through our website and app although we do provide our services in other ways.  For example, (i) when you make purchases in retailers’ stores, you use our virtual Clearpay Card added to a digital wallet such as Apple Pay or Google Pay; or, (ii) when you make In-app purchases at our retailers, you use our virtual single-use Clearpay Card, the details of which will be populated at checkout. You can find out more information below on how our Clearpay Card works.By entering a Clearpay Plan, you instruct us to pay the retailer in exchange for you repaying to us the agreed amounts in instalments, on the dates set out in your payment schedule in each Clearpay Plan. The amounts will include the cost of the goods or services, shipping costs and any taxes or amounts charged by a retailer. We will send you a copy of each Clearpay Plan by email.For any purchases you make in-store using the Clearpay Card, you might want to add a tip for the retailer. See clause 10 for information on how this works with a Clearpay Plan.Each Clearpay Plan is a separate short-term fixed sum loan agreement where we lend you a fixed amount of credit to allow you to pay for your purchase over 4 instalments due every 2 weeks under the payment schedule for each Order. Clearpay Plans are not regulated by the Financial Conduct Authority.

Your Account

3. How do I open an account /eligibility criteria?

To place Orders and enter Clearpay Plans, you must register with us for an account. To register for an account and be eligible to use our services, you must be a UK resident (excluding Channel Islands), aged 18 or over, have a UK payment method (e.g., debit or credit card or any other card accepted by us), a UK billing address and a valid email address and UK mobile number. We’ll ask you for information about you to check your identity and to meet our legal and regulatory requirements. We’ll only register your account when we have approved the information. To find out how we use your personal information, please see our privacy policy.You can create an account by visiting our website or we can create an account for you when you place your first Order. When your account is set up, you’ll choose a payment method for the instalment payments (e.g., credit or debit or other payment card or method accepted by us such as Apple Pay). Our services are for your personal non-business use, and you are limited to opening one account (if we’ve closed your account, you’ll be prevented from creating a new one).

4. Keeping your account safe and secure

When your account is created, you will be asked to set up a username and secure password. You can then access your account through our website or app. You need to keep your security details, account, and our Clearpay Card safe and secure. This means you shouldn’t share your security details with anyone, and you should be careful when writing your security details down so that other people cannot see or access your security details. You should also log out of your account on your electronic device when you have finished using your account.We are not responsible for any unauthorised use or access of your account unless we have failed to take reasonable steps to prevent such unauthorised use or access. You must contact us immediately if you notice any unauthorised access or use of your account.

5. How to use your account?

There are certain things you must do and not do when having an account with us. For example:

• act responsibly when using us to buy goods or services;• pay your instalment payments on time; • provide to us your identity documents when reasonably requested by us;• keep your contact details accurate and up to date;• help us to investigate any illegal or unapproved activity on your account;

• don’t provide us with any false, inaccurate or misleading information;• don’t use your account for illegal purposes (such as fraud) or activities that are not approved by us;• don’t allow other people to use your account, the Clearpay Card in your digital wallet or access your security details;• don’t open or use more than one Clearpay account; and• don’t do anything to harm our systems or prevent us from providing our services. 

6. What happens if something goes wrong with my account or the services?

We’ll try our best to make sure that our services and your account are available and accessible at a reasonable speed, however we can’t promise that this will always be the case, or our services will always be free from problems. If there are problems with our services or your account, we’ll work to solve any problems as soon as possible. We’re not responsible for your losses if our services or your account are unavailable or inaccessible.

7. How do I close my account?

Please contact us if you want to close your account. We’ll help you but before we close your account, you’ll need to pay us all amounts you owe us under a Clearpay Plan (including late fees) immediately. We’ll also need to make sure that all complaints or refunds owed to you have been sorted.

8. When can you suspend or close my account?

We may suspend or close your account if we have good reasons.Good reasons include:

• to protect our systems, technology and services from harm;

• to prevent illegal activity such as fraud;

• to reduce the risk of money laundering or terrorist financing;

• to protect us from legal or regulatory risks or non-payment risk by you;

• if you break our agreement in a serious or persistent way including by not making payment on the instalment due dates or giving us false or inaccurate information;

• if we think any Order or your behaviour is suspicious;

• if you use our services for purposes or activities that are not approved by us;

• if you do not pass our identity or pre-authorisation checks; or

• if we have to under any law, regulation, court order or instructions from a regulatory authority.

• if you fail to make repayment on time.

We’ll use our best efforts to provide written notice to you before closing your account except where notifying you would be unlawful or reduce our security measures. Where we close your account, you’ll need to pay us all amounts you owe us under a Clearpay Plan (including late fees) immediately.

9. What happens after my account is closed?

Where your account has been closed for any reason, yours and our obligations under these terms and conditions will continue until all Orders and Clearpay Plans entered before account closure are completed and all complaints and refunds are sorted. Closing your account will also end any other agreements you have with us.

Orders, Payments and Billing

10. How do I place an order?

Online purchasesYou need to choose the goods or services you want to buy from a retailer online and follow the retailer’s instructions to arrange for your Order to be placed with us.Store purchasesYou can place Orders using the Clearpay Card from retailers who offer Clearpay in stores. The Clearpay Card is a virtual card, added to a digital wallet, such as Apple Pay or Google Pay that Clearpay permits you to use when shopping in stores with our retailers. To use the Clearpay Card, you need to first download our app and add the Clearpay Card to a digital wallet by following the instructions in our app. When you are ready to purchase goods or services in a store, open our app to the ‘Card’ tab and follow the instructions in the app to make purchases from retailers up to an estimated available to spend amount shown in the app. This is the estimated amount you can spend with your account.This amount is not guaranteedand may be different if you shop with certain retailers who set their own limits on how much you can purchase using Clearpay. For any purchases you make in-store using the Clearpay Card, you might want to add a tip for the retailer. If you decide to add a tip to your in-store purchase, the total amount and the instalment amounts set out in the Clearpay Plan we initially send to you will be an estimate only based on the best information we have at the time of your purchase. The actual total amount and instalment amounts may be more or less depending on the final purchase amount that is confirmed to us by the retailer, including the amount of any tips you have made. We will email you a final payment schedule to supplement your Clearpay Plan after you complete your purchase, setting out your actual total amount and instalment amounts. If the amount of your tip causes you to go over the estimated amount available to spend, we will pause your ability to make any further Clearpay purchases until you are able to repay that excess amount.The Clearpay Card can only be used by you. You may be asked to set up a PIN for your use of the Clearpay Card. You must keep your security details, PIN, and the Clearpay Card safe and secure from theft, fraud, and unauthorised use. If your phone or device on which the Clearpay Card is loaded is lost or stolen, please contact us immediately. 

In-app purchases using a single-use Clearpay Card

You need to choose the goods or services you want to buy from a retailer in the Clearpay app, select “pay by debit or credit card” and click “Buy/Shop now. Pay later”. If you are approved by Clearpay, we will authorise you to use a single use card issued to Clearpay to pay for your purchase, the details of which will be populated by us into the retailer´s checkout process. You must click confirm to proceed with your purchase.

Please remember that the Clearpay Card is not your card. It is our card that is generated using our App and linked to the digital wallet on your phone or other electronic device. You are an authorised user of our card. Each time you place an Order in stores, you authorise payment with the Clearpay Card where we pay for the purchase to the retailer, and you repay us in 4 instalments which are set out in a Clearpay Plan.

11. When do you approve an Order?

We may perform pre-authorisation checks on your UK payment method before we agree to finance your purchase to make sure you can afford the Clearpay Plan. We may do this for all payment methods listed in your account.A pre-authorisation check is where money in your bank account linked to your payment method is temporarily placed on ‘hold’ when you make an online purchase or use our Clearpay Card for store purchases. This amount will not exceed the total amount of your first instalment plus 1p owed to us under a Clearpay Plan. No money is taken from your account at this stage. For online purchases and In-app purchases using a single-use Clearpay Card, we will notify your bank to cancel the pre-authorisation after the pre-authorisation is processed. For store purchases, we will instruct your bank to cancel the pre-authorisation if the purchase does not happen using our Clearpay Card. We cannot promise the time it will take your bank to cancel the pre-authorisation and release the amount. In most cases, banks will release the amount within a few hours of the pre-authorisation being cancelled by us. However, sometimes banks take up to 14 days to release money. We have no control or influence over your bank releasing any amounts under a cancelled pre-authorisation.

If we approve your Order, we will provide you with a Clearpay Plan by email confirming your Order and your payment schedule. The payment schedule will set out a repayment plan of 4 instalments and the relevant due dates of each instalment which you agree to pay in full. We will finance the purchase price set out in the Clearpay Plan by paying that amount to the retailer for you. Please note that we cannot promise that a retailer will complete the Order and provide the goods or services financed under a Clearpay Plan.We may reject an Order or cancel an Order and a Clearpay Plan before the goods or services are supplied to you by our retailer if we have good reasons. Please see examples of good reasons above. If we cancel an approved Order and Clearpay Plan, we will refund you all the amounts you have paid us to your payment method (or if that is not possible, any other UK card listed in your account) and cancel any future automatic payments related to that Clearpay Plan. If we also cancel a Clearpay Plan because a chargeback has been issued on the first instalment, that payment will not be refunded to you by us. Any return of money for that first instalment will be between you and your bank. In this situation, the retailer will not have to provide the goods or services unless required to by law. 

A chargeback is where you challenge a transaction on your account and ask your bank to reverse the transaction charge.

12. Can I buy goods or services from retailers outside the UK? (Cross Border Trade)

You can use your account to buy goods or services from retailers overseas in certain countries that we have approved. Once you have chosen the goods or services you want to buy from an overseas retailer, we will convert the purchase price into UK sterling using an exchange rate chosen by us. We’ll confirm the final amount and instalments payable by you under a Clearpay Plan. The exchange rate used will change regularly to reflect the currency fluctuations in the foreign exchange market. We’ll not charge you any set up fees or foreign exchange commission to perform the exchange conversion to UK sterling.

13. Can I buy gift cards on your website or app?

Where we approve an Order, and you enter a Clearpay Plan for the purchase of gift cards from third parties on our website or app, additional terms and conditions will apply. These will be notified to you at the time of your purchase. Please read all third-party terms and conditions before you place your Order for a gift card. Yours and our obligations and rights under this agreement in respect of Orders and Clearpay Plans with retailers will apply in the same way to your purchases of gift cards from third parties on our website or app.

14. How do I pay you under a Clearpay Plan?

When your account is being set up, you can choose a payment method. You can also change your payment method or add other payment methods at any time through your account.Each time you make an approved Order, we will issue you with a Clearpay Plan where you agree to a payment schedule which sets out the amount you have borrowed from us and your repayments to us in instalments on specific dates. You must make all payments on time under the payment schedule. The first instalment is due when your Order is approved. We may allow payment schedule dates under a Clearpay Plan to be extended subject to certain conditions as set out in your account portal or as agreed with our customer services team. Where we agree to this, we will update the relevant Clearpay Plan in your account. By entering a Clearpay Plan, you authorise us to automatically deduct payments from your payment method for the instalments set out in a payment schedule for each Clearpay Plan on the due dates under a CPA. You can cancel a CPA at any time by contacting your bank but if you do cancel a CPA, you will still owe us the instalment payments under a Clearpay Plan and you will need to make the payments by a different method.

A CPA means a continuous payment authority. It is a one-time or regular automatic payment where you give us permission to take money from your debit or credit card account to pay the instalments owed on the scheduled dates under a Clearpay Plan.

You need to make sure that you have enough money in your bank account to make the automatic payments under the payment schedule in the Clearpay Plan. You are responsible for any fees, interest or other charges imposed by your bank in line with the terms and conditions of the agreement between you and your bank, except if they were imposed due to our error.If an automatic payment fails, for example, because your debit or credit card has expired, we may take payment from another payment method listed on your account. We may make multiple attempts on each payment method listed on your account at any time. We may also offset any money you owe us from any money we owe you (e.g., refunds) or take any other legal action. If our attempts to take payment fail, late fees may apply unless you make the payment by the instalment due dates.

15. Can I repay a Clearpay Plan early?

You have the right to repay a Clearpay Plan early in part or full at any time through your account on our website or app.

16. Do you charge interest?

Clearpay Plans are interest free. However, your bank may charge interest or other charges in accordance with the terms and conditions of the agreement between you and your bank.

17. Do you charge late fees?

We only charge late fees if you do not pay on time. The late fees charged are:

• Orders less than £24:We may charge one late fee of £6 if you do not pay an instalment under a Clearpay Plan by the due date.• Orders equal to or more than £24:We may charge a late fee of £6 if you do not pay an instalment under a Clearpay Plan by the due date and a second late fee of £6 if the instalment is still unpaid 7 days after the due date. The total late fees that may be applied to an Order are capped at 25% of the purchase price of the Order (before any refunds are applied) or £24, whichever is less. All late fees are payable by you at once. Late fees will not be applied until the date after the day that payment is due. You authorise us to deduct payment from your payment method for any late fees when they are due.We may delay or decide not to charge late fees. If we do not enforce our rights against you for late fees, this will not stop us enforcing those rights at a later date. If you think late fees have been charged in error, please let us know. If you’re finding it difficult to pay a Clearpay Plan, please see clause 19 below. 

18. How we manage late payments

We’ll contact you as soon as we can to let you know that you have missed a payment and propose options for how payment can be made. We will work with you to agree a repayment plan for the Orders and any late fees.  If we are unable to collect any amounts you owe us, we may use a debt collection agency to recover amounts owing under Clearpay Plans. 

19. What if I cannot pay a Clearpay Plan on time or I am struggling financially?

If you are not able to pay us on time, please contact us as soon as possible so we can help you. Please click here for more information on financial difficulties.

Refunds and Cancellations

20. How do I request a refund?

If you want to return goods to a retailer and request a refund, you need to contact the retailer and arrange the return and refund according to the retailer’s terms and conditions, policies or your consumer law rights.

You can notify Clearpay of a return to stop payments and avoid a late payment fee. You can find out more information in clause 21 below.

Unless either (i) you cancel the contract of sale with the retailer; or (ii) we are notified by a retailer that a return and refund is in progress; we’ll continue to process any automatic payments in accordance with the dates set out in your payment schedule.Until whichever is the earlier of: (i) such time that you cancel the contract of sale with the retailer; or (ii) such time that the retailer has confirmed the return of the goods and has notified us of the amount of the refund for those goods; you will remain responsible to us for the full payment of your payment schedule. Once the retailer has notified us of the amount of the refund due to you for the goods returned, we will, on the same day, make the consequent adjustment to your payment schedule. If you have returned all the goods financed under the Clearpay Plan, we’ll end that payment schedule and issue a refund of any instalments you have paid to your payment method. If you have not returned all the goods financed under the Clearpay Plan, or if the retailer has notified us that a partial refund is due to you, we’ll adjust your payment schedule appropriately (including to reduce or cancel any future payments, if necessary). Please note, in the event of partial refunds, refund amounts are taken off the last payment first. If the refund is processed to your expired or cancelled card, you’ll need to obtain the returned funds by contacting your bank. Where an overseas retailer issues a refund for a cross border transaction, we’ll use the original retail exchange rate (used at the time the Order was placed) to calculate the refund amount to credit your payment method for the goods or services. If we cannot credit any amounts to your original payment method, we’ll credit it to any other valid UK card listed in your account. If a refund is processed to an expired or cancelled card, you’ll need to contact your bank to obtain the returned funds. Where you want to return goods 120 days or more after you bought the goods, we’ll not be involved in the refund process, and you’ll need to contact the retailer directly for a refund. However, where your account has been closed for any reason, our refund obligations to you will only continue until all amounts are paid under a Clearpay Plan or 120 days has passed since your last Order (whichever is earlier) and after that time, the retailer is responsible for processing refunds.

21. Can I notify Clearpay of a return so I can stop payments and avoid a late payment fee?

Yes! You can let us know if you have made a full or partial return so we can pause your payments by up to 2 weeks to allow the retailer to process your returned items. This means that you will not incur late payment fees during this period. You can notify us of a return by using our ‘Pause and Notify’ feature on the App. That’s it! We’ll send you an email confirming your updated payment schedule but please note that if the return isn’t completed by your next payment date and amounts remain due (e.g., you later decide not to return the item after pausing the next payment) you may have 2 payments due on the same day. You’ll also only be able to make this request once per Order. You can find out more about our Pause and Notify featurehere.

22. How do I cancel a Clearpay Plan?

You have a right to cancel any Clearpay Plan at any time. You can cancel it by contacting us and repaying the full amount owing at once to us.

Complaints

23. Complaints about retailers

If you have any questions, concerns, or complaints about the purchase of goods or services from a retailer using a Clearpay Plan, or if you want to request a refund from a retailer due to dissatisfaction, defect or non-delivery of goods or services, please contact the retailer directly. The retailer will explain to you your rights and the process to be followed.We may, at our discretion, try and help you and the retailer to fix problems you have but please note this does not change your obligation to make payments to us under a Clearpay Plan except as allowed in these terms and conditions.

24. Complaints about Clearpay

If you have any questions, concerns or complaints about us, your Orders, or any Clearpay Plans, please contact our customer services team as soon as possible. We take all complaints seriously and we will try to put things right. We may ask you to help us sort your complaint by requesting additional information and assistance. Please click here for more information on our complaints process.

Notices and Communications

25. Contacting you

We’ll communicate with you in English and in electronic form by posting our communications on the secure customer area of our website and app or by email, post, and other electronic methods (e.g., SMS) using the contact details listed in your account.Please keep your contact details accurate and up to date and let us know immediately if any information changes. You can update your contact details on our website or app or by contacting us.

26. Contacting Clearpay

You can contact us by using theformon the Contact Us section of our website.

General

27. Your consumer rights

You have consumer law rights when you buy goods or services. This includes when you are treated unfairly or when things go wrong such as faulty goods and poor services. Nothing in this agreement affects your consumer law rights.

28. Our intellectual property

We own all the intellectual property (like copyright, trademarks etc.) in our services including our logos and the content on our website and app. You must not use our intellectual property without our permission except to use our services.

29. Changes to these terms and conditions

Each time we provide you with a Clearpay Plan, you’ll be asked to agree to the terms and conditions in force at that time (which may be different to the version you previously agreed to for earlier Orders). The version of the terms and conditions in force at the time you enter a particular Clearpay Plan will apply to that Clearpay Plan for the duration of the Clearpay Plan. The terms and conditions you agree to for each Clearpay Plan will be emailed to you after we approve each Order. Unless we agree with you beforehand or we are required to do so by law, rule, or regulation, we’ll never change those terms. The latest version of our terms and conditions will be posted on our website. 

30. Relationship between Clearpay and retailers

When you enter a Clearpay Plan, the retailer will pay us a fee for each Clearpay Plan used by you. We lend you a fixed amount of credit to allow you to purchase goods or services from a retailer, but it is the retailer who is the seller of the goods or services, and your purchase will be under their terms and conditions. You should read their terms and conditions before you buy any goods or services. Please note that we do not have any control over the goods or services provided by a retailer, and we are not responsible for the retailer’s behaviour.

31. Liability

If we break this agreement, we’ll only be responsible for your losses that we could have foreseen at the time we entered into this agreement and only up to the amount of the purchase price of each Order. Nothing in this agreement affects your consumer rights or limits or excludes our liability for death or personal injury resulting from our negligence, for fraud or fraudulent misrepresentation or any other losses which cannot be limited or excluded under law.

32. Rights and obligations

Only you and we have rights and obligations under this agreement.  You cannot transfer any rights you have to anyone else. We can transfer our rights and obligations to our group companies and third parties. We will let you know about this unless your Clearpay Plans will not be affected. Your legal rights will not be affected by the transfer.

33. Our right to enforce the agreement

If you break this agreement and we do not enforce our rights against you, this will not stop us from enforcing those rights or other rights at a later date.

34. Taking legal action

If your address is in England and Wales, the laws of England and Wales apply and any dispute about the terms and conditions will be dealt with by the courts of England and Wales.If your address is in Scotland, the laws of Scotland apply and any dispute about the terms and conditions will be dealt with by the courts of Scotland.If your address is in Northern Ireland, the laws of Northern Ireland apply and any dispute about the terms and conditions will be dealt with by the courts of Northern Ireland.

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Registered company name: 

TRUE NATURAL HOME LTD

Registered Business address

71-75 Shelton Street, London, Greater London, United Kingdom, WC2H 9JQ

Company number:

12905841