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How do I pay for my online purchases with ClickandBuy?

Registration and purchase

The ClickandBuy service enables you to make electronic payments via your ClickandBuy account for purchasing products or services from online service providers. Before and during the purchasing process you register at ClickandBuy and enter the data concerning the method of payment that you want to use – as an example, this may be your bank account or your credit card. After confirmation of the purchase process the amount is then debited automatically via the chosen method of payment.

Settlement Agreement/Easy Collect

If you choose the Easy Collect debit authorisation as a settlement procedure on the website of an online service provider you permit the service provider to summarise individual purchase sums into a single total amount and to forward this to ClickandBuy for charging. The total amount is then debited automatically via your chosen method of payment. Your advantage: you do not have to confirm every individual transaction via the ClickandBuy payment site. Participation in the Easy Collect procedure can be revoked in the ClickandBuy service area at any time.

Ensuring the method of payment is up to date

As every online purchase you make will trigger a subsequent debit from your account, we kindly ask you to check the validity of the method of payment prior to making your purchase and to ensure that sufficient money is available in your account. This is how you prevent failed payments from occurring, which are also subject to charge.

Failure of payment

We will inform you immediately of return debit notes by sending an email to the email address that is saved in your customer account. In this context, please check the payment data and ensure a sufficient account balance. Our system will automatically initialise a further debiting attempt on the basis of the method of payment specified in the account.

In the ClickandBuy service area you also have the option of settling a backlog of payments with another debit. To do this, select the method of payment you want to use for the debit and click on 'debit again'.

You can also settle any outstanding payments by making a payment into your ClickandBuy account. To do this, click on 'Make payment' in the service area. Please remember that depending on the method of payment, it may take a few days until this sum is available on your ClickandBuy account. Please refer to the fees table in our GTC to view specific failure of payment fees.

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Why am I not able to use my chosen method of payment with ClickandBuy?

To protect you against possible inconveniences during payments transactions, we check your chosen method of payment with your credit institute. To be able to offer you the best possible service, we recommend that you confirm the method of payment you have specified. Your ClickandBuy account is verified once it has been successfully confirmed, after which it then becomes fully functional. This means you can benefit from higher payment and spending limits.

If despite entering the correct payment data you are prompted to choose a different method of payment, we recommend that you contact your bank or your credit card institute. Uncertainties can often be clarified quickly and you can then continue with your online purchase without any problems!

In the 'Payment' menu item in the service area, different options are available to you for making a payment - via credit transfer or direct debit, for example. If you select the 'Giropay' or 'Immediate transfer' payment methods, the amount that is paid is immediately available. You can also make payments with your credit card.

Please note that online service providers have the right to decline individual payment options. Unfortunately, ClickandBuy cannot influence this.

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What can I do if I am unable to assign a ClickandBuy debit to a purchase?

Always carefully check your account statements and credit card invoices for possible irregularities. You can gain an exact overview by comparing your receipts with the overview under the 'Transactions' menu item in the ClickandBuy service area.

If you are still unable to assign the payment and you suspect your ClickandBuy account may have been used illicitly by someone else, our Customer Service Advisors will be pleased to assist you. If you decide to contact our customer service team, make sure you have your customer number (CRN) at hand. Your customer number and the phone number for our customer service department are provided on the account statement you get from your personal bank.

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Who sends me my invoice?

As an e-bank, ClickandBuy does not issue any invoices. You can gain an overview of your transactions on your account statements and view these online in your service area under 'Transactions'.

Please contact the corresponding online shop directly if you wish to receive an invoice for a product you have bought. They will be pleased to assist you! You will find the contact data on the web page of the service provider under 'Imprint' or 'Contact'.

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How can I arrange for my ClickandBuy balance to be paid out to me?

 

The payment is normally made within five working days. Please bear in mind that the actual time frame can be influenced by the internal processes of your personal bank.

During current debits from your ClickandBuy account, for example with direct debit procedures or credit card invoices, delays and/or refusals of the payment that you have chosen may occur. In these cases, wait for the 'Concluded' status within the transaction overview in the ClickandBuy account. You can then initialise the payment once again.

We also ask you to bear in mind that in the scope of our auditing standards which are required on the basis of the regulations of the Financial Services Authority (FSA) and which serve your personal security, in individual cases, rejections of payment or telephone checks to payment orders may occur.

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How can I activate my ClickandBuy account if it has been blocked?

In the event of notification that your account has been blocked in your service area it is still possible to click on all of the menu items and to make the corresponding changes. The only exception to this rule is blocking in the event of the incorrect entry of the date of birth. In this case, please use the Contact form on our website.

Personal data

You can update and/or correct your personal data at any time in the ClickandBuy service area. To do this click on 'Settings'. You are not able to change your name without providing the corresponding proof, however, for instance, with a copy of your passport or identity card or marriage certificate.

Email address

Please make sure your customer data is up to date, adding new email addresses to your customer account. Remember to delete old messages from your email mailbox on a regular basis. This means you remain accessible and up-to-date at all times.

Method of payment verification

Have you verified the method of payment that you specified? With a verification, the security of your ClickandBuy account is further improved and you gain a range of advantages when shopping. As an example, you can benefit from higher payment and spending limits.

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What should I do if I forget my user name or password?

No problem: simply click on the 'LOGIN' menu item on our online website, www.clickandbuy.com The user friendly 'Forgotten user name and password' function will then help you out.

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What do I have to do in the event of a complaint or a cancellation?

Complaints about a product or a service

Is the product faulty, does it not correspond with the description or has there been a delay with its delivery? If this is the case, please send your complaint to the contractual partner from whom you purchased the product. The contact details are provided on the web page of the service provider under 'Legal notice' or 'Contact'. The cancellation of a transaction via ClickandBuy requires the written approval of the service provider.

Complaint concerning payment transactions

If there have been any irregularities within the ClickandBuy system this is how you can contact us immediately. We will try and rectify any problems as quickly as possible. To ensure the handling process as quick as possible, make sure that you have your customer and transaction data and possible email correspondence at hand. You will find your transaction number in the service area under 'Transaction numbers' / 'Transaction overview', and your ClickandBuy customer number under 'My account' or on the account statements from your personal bank directly underneath the debited sum as a so-called CRN.

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How much will an active ClickandBuy account cost me?

You do not have to pay any fees for an active ClickandBuy account! For this reason, it is not necessary to cancel your ClickandBuy account either!

To carry out transactions in the context of your account (e.g. incoming or outgoing payments) it is possible that fees may be charged pursuant to the ClickandBuy fees table. You will find a list of all such fees in our GTC at www.clickandbuy.com.

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How can I cancel my ClickandBuy account?

You can cancel your ClickandBuy account in the service area under 'Settings'. If cancellation via the service area is not possible please contact us via the contact form on our online website: www.clickandbuy.com. If you decide you would like to use ClickandBuy again, you can register free of charge again at any time.

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How do I cancel a running subscription?

You can view and manage your subscriptions in the service area of your ClickandBuy account. You can reach the 'Subscriptions' menu item via 'Transactions'. Here you gain an overview of your current subscriptions and you can also cancel them if you wish. Subsequent to a minimum period which you agree with the service provider the subscription will end in due time. You will receive a confirmation email. Subscriptions, the running time of which has ended, will no longer be displayed in the subscriptions overview.

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How do I unsubscribe from the ClickandBuy newsletter?

ClickandBuy will send you interesting offers that are tailored to your requirements from our wide range of service providers via email. If you do not want to receive our newsletter, it goes without saying that you can cancel it quickly and easily. To do this, please click on the corresponding link at the bottom (footer) of the newsletter. Simply confirm your cancellation and you're done!

You can also cancel the newsletter via your ClickandBuy customer account. Under the 'Settings' menu item in your profile you can find a newsletter option which you can disable.

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How do I cancel permissions for forwarding my data to third parties for advertising purposes?

To do this, click on 'Settings' in your customer account. Under the 'Your profile' menu item, the 'General settings' field will then appear, with the 'Change' button underneath. After clicking on this button you can revoke your approval for individual offerings on the next page.

Using personal data to maintain individual offerings is generally only possible on the basis of express permission. You may have given us this permission and confirmed it by email when you originally opened your ClickandBuy account. Here you can find further information about data protection.

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I am dissatisfied with the ClickandBuy service - what should I do?

NOTE: Complaints and cancellations refer to the product or service acquired from the online shop. Please observe the topic of 'Complaints and Cancellations'. We attach considerable importance to our customer service and want you to be satisfied. If this is not the case, however, your complaint can help us to improve our work.

In the event of a complaint we rely on being given as much information as possible. For this reason please make sure you send us your full contact data, which will speed up the processing. Please remember, however, that for security reasons, you should never give us the full numbers of your credit cards. Instead, please inform us of the first six and last four digits of your credit card number.

The most simple way of making contact with us is to follow this link. Click on 'Complaints' and enter all the data and information you have concerning the complaint in order to guarantee faster processing.

Please do not hesitate to contact us in writing at the following address:

ClickandBuy International Limited
Complaint Department
Lincoln House
137–143 Hammersmith Road
London
W14 0QL
GREAT BRITAIN

Time limits for complaints

We always try to offer our customers a high standard of service. Our complaints management team will check your complaint in detail with the aim of concluding the matter in question within two working days subsequent to its receipt to the satisfaction of both parties.

If it does not prove possible to resolve a problem straight away, we will contact you within five working days to confirm receipt of the complaint and to inform you of the further course of action and estimated processing time frame. In the event of especially complex complaints you will be informed within eight weeks of the processing status of the complaint in question and of possible solutions.

Financial Ombudsman

If you are not satisfied with the outcome of a complaint then you can appeal our decision within six months at the Financial Ombudsman Service (FOS). ClickandBuy International Limited is a member of the Financial Ombudsman Service (FOS), which was established by the Financial Services Authority (FSA) as an independent body for settling disputes concerning financial services. This service is free of charge but certain matters that are examined by the Financial Ombudsman Service are subject to certain restrictions.

You can find further information about this directly from the FOS:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
GREAT BRITAIN
+44 845 080 1800
www.financial-ombudsman.org.uk

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