Last updated: Apr 2026
These terms of service (the “Terms”) govern your use of the Bill Pay service (the “Service”) provided by Incredible Technologies Ltd (company number 13469248) (“Incredible”, “we”, “us”, “our”) whose registered office is 124 City Road, London, EC1A 2NX.
By creating an account or using the Service, you agree to these Terms and our Privacy Policy.
1. Who we are and how the Service is provided
1.1 Regulatory position
Incredible is not a bank. We partner with regulated third parties (including TrueLayer and Moneyhub) and other payment processors to enable certain regulated activities (such as account information services and payment processing).
Where required, Incredible acts as an agent of those providers.
1.2 Payment processing
Any references in these Terms to Incredible “making” or “receiving” payments means that our third-party payment processor(s), card schemes, banks, and clearing/settlement systems perform those functions as part of the payment chain.
1.3 These Terms and other documents
The agreement between you and Incredible consists of:
• these Terms;
• the fees and pricing shown on our website/app at the time of your transaction or subscription; and
• our Privacy Policy.
If there is a conflict, these Terms prevail unless we state otherwise.
2. Definitions
In these Terms:
• “Application” means our mobile or web application used to access the Service.
• “Billing Cycle” means the recurring period for which subscription fees are charged, being either
- one calendar month for Monthly Subscription Plans or one
- one calendar year for Annual Subscription Plans.
• “Card” means an eligible UK-issued credit or debit card you use with the Service.
• “Payment Amount” means the amount you instruct us to send to your chosen payee.
• “Payment Processor” means our third-party payment processor(s) and related payment infrastructure providers.
• “Service” means the bill payment and bill management service described in Section 3.
• “Subscription Plan” means our monthly or annual subscription offering described in Section 8.
• “Transaction Amount” means the Payment Amount plus any applicable fees/charges.
• “Working Day” means a day other than a Saturday, Sunday, or public holiday in England.
3. What the Service does
3.1 Core function
The Service enables you to pay bills to an eligible payee you specify using an eligible Card (including charge cards, debit cards, and credit cards). The Service is designed to facilitate bill payments and to provide tools to view, manage, and report on your payment history, including generating historical reports and exporting transaction data.
3.2 Payment amounts and fees
When you instruct a payment through the Service, the total amount charged to your Card (the Transaction Amount) consists of:
• the amount payable to your chosen payee (the Payment Amount); and
• any applicable fees charged by Incredible for use of the Service.
If you make a payment in a currency other than the currency in which your Card is denominated, additional fees (such as foreign exchange or card issuer fees) may apply. These fees are outside our control and are charged by third parties.
3.3 Supported cards and eligibility
The Service only supports Cards issued in the United Kingdom. If we detect that a non-UK-issued Card has been used, the relevant transaction will be refunded within seven (7) Working Days. Repeated attempts to use non-UK-issued Cards may result in suspension or termination of your account.
3.4 Payees and permitted transactions
The Service may only be used to pay a genuine bill, invoice, or sum lawfully owed by you to a third-party payee that is supported by the Service. Permitted payees and transaction types are described on our website or app from time to time, and we may update, add to, or remove them at any time.
You may not use the Service to:
• Make a payment to yourself, or to any account held or controlled by you;
• Make a payment to a friend, family member, or other personal connection, or any other person-to-person transfer that does not relate to a genuine bill or invoice owed by you;
• Pay, fund, repay, or transfer a balance to any credit card, charge card, or other line of credit (whether yours or another person's); or
• Make any payment that is not supported by a genuine, valid invoice or bill as required under clause 3.4a.
A full and current list of payees and transaction types we do not support is available here: https://help.getincredible.com/en/articles/10420038-what-is-the-eligibility-criteria-for-a-bill-pay-transaction. That list is not exhaustive and forms part of these Terms. Nothing in these Terms changes your legal relationship with any payee. We do not act on behalf of your payee and do not control whether a payee treats a payment as received or on time.
3.4a Valid invoice required for every payment
For each payment you instruct through the Service, you must upload a valid, genuine invoice or bill that corresponds to that payment, issued by or on behalf of the payee and addressed to or payable by you. We may decline to process any payment that is not accompanied by a valid invoice.
By instructing a payment, you warrant that: (a) the invoice or bill you have uploaded is genuine, accurate, and relates to a sum you actually owe to the named payee; and (b) the payment is not to yourself, a personal connection, or a credit facility, and does not breach clause 3.4.
We may retain uploaded invoices and bills for the purposes of providing the Service and meeting our legal, regulatory, fraud-prevention, and record-keeping obligations, in accordance with our Privacy Policy. We may request further information or documentation to verify any invoice or payment, and may delay or refuse a payment until we are reasonably satisfied.
3.5 Payee checks and refusal of payments
We may check whether a payee appears on publicly available warning or alert lists relating to false invoices, deceptive practices, or fraudulent activity. We do not guarantee the accuracy or completeness of any such lists and accept no responsibility for their maintenance.
We may refuse to process a payment to a payee appearing on such lists or where we reasonably believe a payment presents a risk.
3.6 Changes to service providers
From time to time, we may change the third parties we work with to provide the Service (including payment processors). Where such changes occur, we will update these Terms and our Privacy Policy. If a change has a material impact on the Service or these Terms, we will notify you in advance.
3.7 Payment processing clarification
Any reference in these Terms to Incredible “making” or “receiving” payments means that our Payment Processor and related card schemes, banks, and clearing or settlement systems perform those functions as part of the payment chain.
3.8 No relationship with payees
Nothing in these Terms changes or affects the legal relationship between you and any payee of a bill you choose to pay using the Service.
You acknowledge that Incredible has no contractual, legal, or other relationship with your payee, and that no affiliation, partnership, or agency relationship is created between Incredible and any payee as a result of your use of the Service. Your agreement to use the Service is solely between you and Incredible and does not create any rights, obligations, or responsibilities for any payee.
Any fees charged by Incredible for use of the Service are payable under a separate agreement between you and Incredible. These fees are independent of, and do not form part of, any agreement between you and your payee (including any tenancy, supply, or service agreement). Your payee has no involvement in, or responsibility for, such fees.
We do not intervene in, and are not responsible for resolving, any dispute between you and a payee relating to any bill, payment, or underlying goods or services, including where a payment is late, disputed, or treated as not received by the payee.
If a payee (or its agent) is also a user of the Service, this does not affect the operation or enforceability of this clause.
4. Eligibility and account registration
4.1 Who can use the Service.
You must:
• be resident in the United Kingdom; and
• be at least 18 years old and legally capable of entering these Terms; and
• if acting for a business, have authority to bind that business.
4.2 Accurate information. You must provide accurate, complete information and keep it updated.
4.3 UK-issued cards only.
Only Cards issued in the UK are supported. If we detect a non-UK card, we may refund the transaction and/or suspend your account for repeated attempts.
4.4 Identity, verification, and compliance checks
We may, at any time and as a condition of providing or continuing to provide the Service, carry out identity, anti-money laundering, sanctions, fraud, and other compliance checks, and may require you to provide information or documentation reasonably necessary for those checks. We may use third-party providers to perform them.
Where we are required to carry out such checks, or where you do not provide requested information within a reasonable period, we may delay, refuse, suspend, or limit your use of the Service, or suspend or terminate your account in accordance with Section 15. We will carry out these checks in accordance with applicable law and our Privacy Policy.
5. Your responsibilities and acceptable use
5.1 You must use the Service lawfully and in line with these Terms.
5.2 You must not:
• misuse, overload, attack, reverse engineer, or copy the Application or Service;
• use the Service to facilitate fraud, money laundering, sanctions breaches, or other financial crime; or
• use the Service in a way that infringes third-party rights or is unlawful/abusive.
5.3 If you breach this Section, we may suspend or terminate your access (see Section 15).
6. Security and credentials
6.1 Keep credentials safe. You are responsible for keeping your login details, passwords, and any security devices safe and confidential.
6.2 Notify us. Tell us promptly if you suspect unauthorised access or use of your account.
6.3 Security standards. We use industry-standard security measures, but no system is completely risk-free.
7. How payments work
7.1 Your payment instructions. To initiate a payment, you must provide the Payee details: Sort code, Account number, Payee name, Payment Amount, any Reference information, and your chosen Card details.
7.2 Authorisation. You authorise a payment when you approve it in the Application (including scheduling a payment for a future date).
7.3 Irrevocability. Once a payment order is received for processing, you cannot revoke it, except where applicable law requires otherwise.
7.4 Estimated processing times. We use reasonable efforts to process and settle transactions as soon as reasonably practicable. Processing/settlement times shown in the Application are estimates, not guarantees.
7.5 Third-party dependencies. You acknowledge that completion depends on Payment Processors, card schemes, banks, and clearing/settlement systems. We are not responsible for delays or failures caused by third parties except to the extent required by applicable law.
7.6 Refusals, delays and reversalss
We may refuse, delay, or reverse a transaction where we reasonably believe it:
• is required by, or appropriate to comply with, any law, regulation, or a competent authority;
• presents a risk of fraud or financial crime;
• breaches these Terms (including clauses 3.4, 3.4a, and 5.2);
• is not supported by a valid invoice as required under clause 3.4a;
• exceeds limits we apply for risk or operational reasons; or
• is otherwise being used, or attempted, in a way we reasonably consider to be an abuse or manipulation of the Service.
Abuse or manipulation includes, without limitation, using the Service primarily to generate card rewards, points, cashback, or similar benefits rather than to pay a genuine bill, structuring or disguising payments, or using the Service in a way that circumvents these Terms or any card scheme or processor rules. Any such use is a breach of these Terms.
Where we refuse, delay, or reverse a payment under this clause, we will notify you and, where we are able to and it is lawful to do so, give our reasons and how any error can be corrected. Notification may be omitted only where the law prevents it.
7.7 Receipts and records. After completion (or failure/refusal), we will provide confirmation and transaction details in the Application.
7.8 Taxes. You are responsible for determining and paying any taxes related to your payments.
7.9 Execution of payment transactions
We use reasonable efforts to process and settle payment transactions as soon as reasonably practicable. Any processing or settlement times shown in the Application are estimates only and not guarantees.
The completion of a payment depends on Payment Processors, card schemes, banks, and clearing or settlement systems. Delays, failures, reversals, or refusals may occur due to factors outside our reasonable control, including regulatory or compliance checks. We are not responsible for such delays or failures except to the extent required by applicable law.
If a payment is refused or fails before completion, we will refund the Transaction Amount to the original payment method in accordance with Section 9.
8. Fees and Subscription Plans
8.1 Fees.
You agree to pay all fees displayed in the website or app when initiating transactions or starting or renewing a Subscription Plan. Pricing may vary between users and may be determined by factors including usage patterns, transaction characteristics, service volume, and promotional offers.
Certain fees may be usage-based, meaning the total amount you are charged may vary depending on your activity and use of the Services during a billing period. As a result, your total charges may differ from those of other users and may vary from month to month.
The fees or rates displayed to you at the time of purchase represent the applicable pricing structure, and your total charges will be calculated based on your actual use of the Services.
Transaction fees are earned once a payment is processed and are non-refundable on completed transactions, except as set out in clauses 9.3 and 9.4.
8.2 Pay-As-You-Go.
If you do not have a Subscription Plan, you pay a transaction fee (as shown at the time of the transaction).
8.3 Subscription Plans.
• Monthly Plan: billed monthly in advance; reduced transaction fee applies while active.
• Annual Plan: billed annually in advance; reduced transaction fee applies while active.
8.4 Auto-renewal.
Subscription Plans renew automatically at the end of each Billing Cycle unless you cancel in the Application before renewal.
8.5 Cancellation.
You may cancel your Subscription Plan at any time in the Application. Your plan remains active until the end of the current paid Billing Cycle. After that, your account reverts to Pay-As-You-Go.
8.6 Refunds and proration.
Subscription fees are non-refundable and non-prorated except where required by applicable law.
8.7 Upgrades/downgrades.
• Upgrades from monthly to annual take effect immediately and start a new annual Billing Cycle upon payment.
• Downgrades from annual to monthly are not available during the annual term; you may switch at the end of the annual term.
8.8 Payment failures.
If a subscription payment fails, we may retry, suspend subscription benefits, or revert you to Pay-As-You-Go. You are responsible for keeping payment details current.
9. Failed, refused, and refunded transactions
9.1 Refunds for failed/refused transactions.
If a transaction is refused or fails before completion, we will refund the Transaction Amount to the original payment method, unless prevented by law or the payment method rules.
9.2 Completed transactions.
Once a transaction is completed and the Payment Amount has been sent to your payee, refunds are generally not available from Incredible (you must resolve any dispute with the payee), except where required by law or where we determine there has been an error attributable to us.
9.3 Transaction fees on refunds
A transaction fee is earned once a payment is processed. There are costs involved in processing payments, which we incur at that point and cannot recover, so transaction fees are non-refundable on completed transactions except as set out in this clause.
Where we agree (at our discretion or as required by law) to refund a completed transaction at your request, the transaction fee is non-refundable and will be deducted from the amount refunded to you, or invoiced separately.
This clause does not apply, and we will refund the transaction fee in full, where the refund arises from: (a) an error, mistake, or incorrect execution attributable to us; (b) a material delay caused by us, meaning the payment is executed to your payee more than 5 working days after the scheduled processing time shown in the app, and the delay is not caused by: (i) the payee, their bank, or their systems; (ii) a scheme cut-off, bank holiday, or weekend; (iii) additional checks we are legally required to perform; or (iv) incorrect details you provided; or (c) a failure, outage, or error of our payment provider or other third-party provider within our supply chain.
The full-refund exceptions in this clause do not apply to transactions completed in breach of these Terms or as part of an abuse of the Service (see clause 9.4). Your statutory rights, including under the Payment Services Regulations 2017 and the Consumer Rights Act 2015, are unaffected.
9.4 Fees where a payment is refused, reversed, or refunded for breach or abuse
Due to the costs involved in processing payments, which are incurredonce a payment is processed and irrecoverable, the transaction fee on a processed payment is non-refundable even if the payment is later delayed, refused, reversed, or refunded.
Where a payment is refused, reversed, or refunded because of your breach of these Terms or an abuse of the Service under clause 7.6, we will return the Payment Amount to the original payment method but the transaction fee is non-refundable and will be retained by us, or deducted from the amount returned to you. Where a payment has not yet been processed at the time we refuse it, no transaction fee applies and we will refund the full Transaction Amount.
Nothing in this clause affects clause 9.3: where a refund arises from an error, incorrect execution, or material delay attributable to us, or a failure of our payment provider or another third-party provider in our supply chain, we will refund the transaction fee in full.
10. Chargebacks, disputes, and card protections
10.1 Your card issuer rights. Nothing in these Terms limits any rights you may have with your card provider, including chargeback processes (which are scheme-rule based) or statutory protections such as section 75 Consumer Credit Act where applicable.
10.2 Fair use of disputes. If you raise a dispute/chargeback in relation to a transaction that was authorised and correctly processed and the Payment Amount has been paid to your payee, you remain responsible for paying Incredible any amounts we incur or lose as a result where you have acted fraudulently or abusively (for example, knowingly making a false claim). This does not apply to good-faith disputes.
11. Consumer and business use
11.1 When you are a consumer.
You are a consumer only where the underlying bill/invoice/contract relates solely to your personal use and is outside your trade, business, craft, or profession.
11.2 When you are acting for a business.
If the underlying bill/invoice/contract relates to any business activity, you are treated as a business user for the purposes of these Terms.
11.3 No override of mandatory rights.
Nothing in these Terms is intended to exclude or restrict mandatory consumer rights where you qualify as a consumer.
12. Our liability to you
12.1 We’re responsible for what we control.
If, due to our negligence or wilful misconduct, we fail to process a payment correctly, we will, where appropriate:
• refund the relevant Transaction Amount; and/or
• correct the error, to the extent reasonably possible.
12.2 What we are not liable for.
To the extent permitted by law, we are not liable for losses caused by:
• incorrect payee details or instructions you provide;
• failures/delays attributable to Payment Processors, card schemes, banks, clearing/settlement systems or other third parties outside our reasonable control (see Section 7.5);
• your relationship with your payee (including payee disputes, late fees, penalties, or interest your payee charges because a payment is late); or
• events outside our reasonable control (force majeure).
12.3 Cap on our liability for delays. Where we are liable under clause 9.3(b) for a material delay caused by us, our liability to you is limited to refunding the Payment Amount and the transaction fee. For the avoidance of doubt, we are not additionally liable for any late fees, interest, penalties, or other charges imposed on you by your payee or any third party as a result of the delay. This clause does not limit liability that cannot be excluded by law, including under the Payment Services Regulations 2017 and the Consumer Rights Act 2015.
12.4 Foreseeable losses only.
We are liable only for losses that are a foreseeable result of our breach of these Terms.
12.5 Liability cap (business users). If you are a business user, our total aggregate liability to you for all claims arising out of or in connection with the Service is limited to £2,500.
12.6 Consumer protections.
If you are a consumer, nothing in these Terms limits or excludes liability where doing so would be unlawful, and any limitation must be fair and transparent.
12.7 No exclusion for fraud.
Nothing in these Terms limits liability for fraud or fraudulent misrepresentation.
13. Your liability to us
13.1 Losses caused by your actions
You are responsible for losses that we reasonably incur to the extent they are caused by your fraud, deliberate breach of these Terms, or unlawful use of the Service.
13.2 Indemnity (business users only)
If you are a business user, you agree to indemnify us against all losses, costs, claims, fines, penalties, and expenses (including reasonable legal fees) arising out of or in connection with:
• your breach of these Terms;
• your fraud or deliberate misconduct; or
• your unlawful use of the Service,
including any third-party claims, chargebacks, card scheme penalties, or payment processor losses resulting from such conduct.
13.3 Consumer protection
Nothing in this Section 13 requires a consumer to indemnify us or makes a consumer liable for losses except to the extent permitted by applicable law.
14. Changes to the Service, fees, and these Terms
14.1 We may make changes to reflect:
• legal/regulatory requirements or Payment Processor requirements;
• security, fraud prevention, or operational reasons; or
• improvements or feature changes.
14.2 Notice of material changes.
If a change materially affects the Service or your rights, we will give reasonable advance notice (for example by email or in-app notice), unless urgent or legally restricted.
14.3 Fee changes.
If you have a Subscription Plan, we will provide at least 14 days’ notice before any change to your subscription fees takes effect at the next renewal. Continuing to use the Services or renewing your Subscription Plan after the change takes effect constitutes acceptance of the updated fees. Fee changes under this section apply to renewals and new subscriptions. Pricing displayed to new subscribers at the point of purchase may differ from pricing previously offered to other users.
We may offer different pricing, plans, or promotional rates to different users based on factors including usage patterns, transaction characteristics, service volume, or promotional offers.
15. Suspension and termination
15.1 Suspension or termination
We may suspend or terminate your account where we reasonably believe this is:
• required by law, regulation, or a regulator or competent authority;
• necessary due to suspected fraud, financial crime, or a security risk;
• where we reasonably believe you are in breach of these Terms (including a serious, repeated, or suspected breach, or abuse of the Service under clause 7.6); or
• required because you have failed any applicable verification or compliance checks.
15.2 Notice
Where reasonably practicable, we will notify you before suspending or terminating your account, unless the suspension or termination is urgent or we are legally prohibited from doing so.
15.3 Effect of termination
On termination, you must pay any amounts owed to us. Subscription fees already paid are non-refundable, except where required by applicable law.
15.4 Return of funds on termination.
On termination or closure of your account, we will return any unprocessed funds held for pending Bill Pay transactions to the original payment method within 10 business days, subject to completion of any legal, fraud, or compliance checks. Amounts already paid to your payee cannot be recalled by us.
16. Inactive accounts
If your account shows no activity for a continuous period of two (2) years, we may contact you to confirm whether you wish to keep the account open. If you do not respond within 30 days, we may close your account.
17. Complaints and support
17.1 Contacting us
You can contact our support team at support@getincredible.com.
17.2 Information requests
Please provide any information reasonably requested to allow us to investigate your enquiry or complaint. For suspected unauthorised activity, we may request supporting documentation.
18. Intellectual property
We and our licensors own all rights in the Application and Service. You receive a personal, non-exclusive, non-transferable licence to use them while you comply with these Terms.
19. Assignment
We may assign or transfer our rights and obligations under these Terms to another entity. We will notify you of any such transfer and ensure that this does not reduce your mandatory consumer protections.
You may not assign or transfer your rights or obligations under these Terms without our prior written consent.
You may not transfer your rights/obligations without our consent.
20. Entire agreement, severability, and governing law
20.1 Entire agreement
These Terms constitute the entire agreement between you and us in relation to the Service.
20.2 Severability
If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.
20.3 Governing law and jurisdiction
These Terms are governed by English law. If you are a consumer, you may bring legal proceedings in the courts of the UK country in which you live