Terms of Service
Terms of Service
These Terms of Service ("Terms") are a legal agreement between you and Hello Bertie Ltd ("Hello Bertie", "we", "us"), a company registered in [England and Wales] under number [company number], with registered office at [address]. They govern your use of the Hello Bertie application and services (the "Service").
By creating an account or using the Service you agree to these Terms, our Privacy Policy, and our Security Statement. If you do not agree, do not use the Service.
Contents
1. About us and our regulatory status
1.1 Hello Bertie is [authorised / registered] by the Financial Conduct Authority (FCA) as a[n] [Account Information Service Provider / Payment Initiation Service Provider / Authorised Payment Institution] under the Payment Services Regulations 2017, FCA Firm Reference Number [FRN]. You can check this on the Financial Services Register at register.fca.org.uk.
1.2 [If acting as agent: We provide certain services as an agent of [Principal], FRN [number].]
2. What the Service does
2.1 The Service helps you (a) view and manage information about your invoices and connected bank accounts ("Account Information Services"), and (b) instruct payments — including bank transfers — from your own bank account to a payee you select ("Payment Initiation Services").
2.2 We do not hold your money. When you instruct a payment, we pass that instruction to your bank, which executes the transfer. Your bank, not Hello Bertie, debits your account and moves the funds.
2.3 We access your bank data and initiate payments only with your explicit consent, through secure open-banking connections provided by your bank.
3. Eligibility and your account
3.1 You must be at least 18 and resident in the United Kingdom.
3.2 You are responsible for keeping your login credentials and device secure and for all activity under your account. Tell us immediately at [support email] if you suspect unauthorised access.
3.3 We use strong customer authentication (SCA) and may require you to re-authenticate, including to refresh data-access consent at least every [90] days as required by the open-banking rules.
4. Authorising and executing payments
4.1 Before a payment is initiated you will see the payee, amount, and (where available) the result of Confirmation of Payee name-checking. You authorise the payment by [completing authentication with your bank].
4.2 Once you authorise a payment, it is irrevocable except as your bank's terms or the law allow. The timing and execution of the transfer are controlled by your bank.
4.3 We are not a party to the underlying transaction between you and the payee (e.g. the invoice you are paying). We are not responsible for goods or services you pay for.
5. Your responsibilities
You agree to: provide accurate information; use the Service lawfully and only for your own accounts; not use it to facilitate fraud, money laundering, or any illegal activity; and check payment details before authorising.
6. Fees
6.1 The Service is a paid service. The fees, billing frequency, and any applicable taxes are set out at our pricing page (Schedule 1) and are presented to you before you subscribe. By subscribing you agree to pay the fees that apply to your chosen plan.
6.2 Fees are charged in advance on a recurring basis (e.g. monthly or annually, depending on your plan) via the payment method you provide. If a payment fails, we may suspend the Service until the amount is settled.
6.3 We may offer free trials or promotional pricing from time to time; the specific terms (including duration and what happens at the end of the trial) will be shown to you when you sign up.
6.4 You may cancel your subscription at any time via [in-app setting]. Cancellation takes effect at the end of your current billing period; we do not provide pro-rata refunds for partial periods except where required by law.
6.5 We will give you at least [2 months'] notice of any change to fees. If you do not agree to the change you may end the agreement free of charge before it takes effect.
7. Our liability
7.1 We provide the Service with reasonable care and skill (Consumer Rights Act 2015) but do not guarantee uninterrupted availability.
7.2 Where a payment is incorrectly executed or unauthorised, your statutory rights under the Payment Services Regulations 2017 apply. In broad terms, if a payment you did not authorise is made, you may be entitled to a refund from your bank, subject to the rules on gross negligence and fraud.
7.3 We do not exclude or limit liability where it would be unlawful to do so (including for death or personal injury caused by negligence, or for fraud). Subject to that, we are not liable for losses that were not foreseeable, or that arise from your breach of these Terms, your bank's actions, or events outside our reasonable control.
8. Suspension and termination
8.1 You may stop using the Service and close your account at any time via [in-app setting] or by contacting [support email].
8.2 We may suspend or restrict the Service where we reasonably suspect fraud, a security risk, unauthorised use, or where required by law or our regulator. We will tell you where we are permitted to.
8.3 On termination we will handle your data as described in the Privacy Policy.
9. Complaints
If something goes wrong, please contact [complaints email]. We aim to resolve payment-services complaints within 15 business days (exceptionally up to 35) and other complaints within 8 weeks. If you are unhappy with our response you may be able to refer the matter to the Financial Ombudsman Service (financial-ombudsman.org.uk). See our Complaints page for details.
10. Changes to these Terms
We may update these Terms. For material changes we will give you at least [2 months'] notice by [email / in-app], and you may end the agreement free of charge before they take effect.
11. General
11.1 These Terms are governed by the laws of [England and Wales] and subject to the [non-exclusive] jurisdiction of its courts.
11.2 If any provision is found unenforceable, the rest remain in force.
11.3 Nothing in these Terms affects your non-waivable statutory rights as a consumer.
Contact: [support email] · [registered address]
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