Your Clearpay Plan - Additional Product Information
Last updated: 15 July 2026
Your Clearpay Plan is financing the purchase of goods or services from the merchant identified in the Key Product Information provided. This Additional Product Information is to help you understand your rights in relation to your Clearpay Plan. You can read the full Terms and Conditions applicable to your Clearpay Plan here.
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1. Who is providing my Clearpay Plan?
Clearpay Finance Limited (registered in England and Wales, company number 05198026, registered address 101 New Cavendish Street, London, W1W 6XH) ("Clearpay", "we", "us") is the lender under your Clearpay Plan.
2. How do I withdraw from a Clearpay Plan?
You have the right to withdraw from your Clearpay Plan without giving any reason before the end of 14 days starting the day after you pay for your order using Clearpay.
Should you choose to withdraw, we will treat your Clearpay Plan Agreement as ended and you must repay the full amount borrowed under this agreement less any payments already made. That means you’ll need to pay us all future repayments. We will let you know how much you need to pay and how you can do this when you contact us.
You must pay this no later than 30 calendar days starting from the day after you provide notice under this section. As your Clearpay Plan is interest free, no interest will build up during this 30-day repayment period. If you fail to pay within this time we will contact you to ask for payment, and we will charge you a fee reflecting our reasonable costs of doing so of up to £24 and we will report your failure to pay to the Credit Reference Agencies which could make it harder or more expensive to borrow in the future.
Please note your agreement for the purchase of goods and services with the retailer will not be terminated where you choose to withdraw from your Clearpay Plan.
You can contact our customer service team to request a withdrawal using the contact details set out in the App and in the Terms of Service.
3. What if I want to return goods financed under a Clearpay Plan to the retailer?
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 that 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 a late payment fee during this period.
You can notify us of a return via the order page in the ‘My Clearpay’ section of the App. We’ll then 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 Clearpay Plan.
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 payments 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.
4. Paying off your Plan early
You can pay off all or part of your remaining balance early at any time. There's no charge for doing this and no early repayment fee.
To make an early repayment, just log into your Clearpay account on our website or app, select the order you wish to pay and click ‘make a payment’. This will give you the option to pay the next installment, pay the total order amount or choose a custom amount. Any partial early payment will reduce the amount you still owe, and any further payments due under your payment schedule (if any) will be updated to reflect this.
5. Consequences of missing payments
You can pay off all or part of your remaining balance early at any time. There's no charge for doing this and no early repayment fee.
If we are unable to collect any amounts you owe us, there are certain actions we may take including:
- Charge you late fees. See further detail below on what these are and how they are charged.
- Suspend your account. We will suspend your account which means you won’t be able to make any new purchases.
- Report late payments to the Credit Reference Agencies. These will be visible to other lenders and may mean it is harder or more expensive to access credit from other lenders in the future.
- Refer your debt to a collection agency. We work with debt collection agencies to recover amounts owing under your Clearpay plans.
- Terminate your agreement. We may look to terminate our agreement with you so that you are no longer able to use the Clearpay service. We may then register a default at the Credit Reference Agencies.
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 in order or avoid us taking any of the actions outlined above. We will work with you to agree a repayment plan for any Orders and any late fees.
What you can do to avoid these consequences:
- Contact us early — if you're struggling to make a payment, please get in touch as soon as possible. We'll always try to work with you to find a solution, including agreeing a repayment plan that works for you.
- Pause your payments or change next payment date — if you're waiting for a refund or dealing with a short-term issue, you may be able to pause your payments or change your payment date either via the Clearpay app or contacting us.
- Get free debt advice — if you're worried about your finances, free and impartial debt advice is available from organisations like StepChange (www.stepchange.org), Citizens Advice (www.citizensadvice.org.uk) and Money Helper (www.moneyhelper.org.uk). Getting advice early can make a real difference.
Late Fees:
A Late Fee of £6 will be charged if you do not make a payment by the Due Date. If the payment is still unpaid 7 days after the Due Date, a further Late Fee of £6 will be charged.
If your order total is less than £24, you will not be charged a late fee.
If your order total is £24 or more, the most you will pay in Late Fees is £24 or 25% of your order total, 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.
6. Your rights
If you have used a Clearpay Plan to finance the purchase of goods or services costing more than £100 but no more than £30,000 you may have additional protections under Section 75 of the Consumer Credit Act 1974. This means that you may have the right to claim against us or the retailer if, for example, the goods fail to arrive or are not of satisfactory quality or the retailer has made a representation which you relied on about the goods or services which was not accurate. You may be required to provide evidence supporting your claim.
If you have used a Clearpay Plan to finance the purchase of goods or services costing more than £100 but no more than £30,000 you may have additional protections under Section 75 of the Consumer Credit Act 1974. This means that you may have the right to claim against us or the retailer if, for example, the goods fail to arrive or are not of satisfactory quality or the retailer has made a representation which you relied on about the goods or services which was not accurate. You may be required to provide evidence supporting your claim.
If you use a Clearpay Card (for example, when shopping in-store or using a single-use virtual card), Section 75 protection doesn't apply. This is because there's an extra step between us and the retailer when you pay this way, which means the direct link that Section 75 requires isn't there. If you have a dispute with someone else over a transaction you must keep paying the payments due to us under your Clearpay Plan while you are resolving it.
7. Continuous Payment Authority
When you take out a Clearpay Plan we ask you to give us a continuous payment authority (CPA) so that we can collect your payments as they fall due.
A CPA is your consent to allow our payment services provider to collect payments from your debit or credit card account to make the payments you owe on the due dates under a Clearpay Plan. All payment methods must be registered in your name.
The payments collected using the CPA can include payments due and any Late Fees falling due under the Clearpay Plan Agreement. Other than as set out below, we will not attempt to collect a payment, or part payment, unless we agree this with you at the time.
By entering a Clearpay Plan, you authorise us to automatically deduct payments from your payment method for the payments 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 either your bank or card provider or us (using the contact details set out in the Terms of Service). If you do cancel a CPA by contacting your bank or card provider, then you should tell us. If you cancel, you will still owe us the payments under your Clearpay Plan and you will need to make the payments by a different method.
The way in which we will use the CPA is as follows:
- On the due date, we will try to collect the full payment due.
- If we are unsuccessful in collecting on the due date, we will try again to collect the full payment due every other day for up to 15 days. We will also contact you by SMS and email, to understand why the payment has been missed and when you will be able to make it.
- If we are unsuccessful in collecting your payment using the CPA we will take payment from another payment method listed on your account. We may also offset any money you owe us from any money we owe you (e.g. refunds).
We will not charge you interest on any overdue amounts, however we will charge Late Fees (see Late Fees section above). Other actions may also apply - see section 7 of the Terms and Conditions for your Clearpay Plan for further information.
8. Complaints about your Clearpay Plan
If you have any questions, concerns or complaints about your Clearpay Plan, 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.
In the event we are unable to resolve your complaint you have the right to refer it to the Financial Ombudsman Service. You can contact them in the following ways:
Telephone: 0800 023 4567
By Post: Exchange Tower, Harbour Exchange, London, E14 9SR
Online Form: https://www.financial-ombudsman.org.uk/contact-us
Please click here for more information on our complaints process.
