PollenPay UK LTD
Website Terms & Conditions
Last updated: 12 May 2026
These Website Terms and Conditions explain the rules for using the PollenPay website at https://www.pollenpay.com and any related online pages, forms, portals or digital services that link to these terms.
By using our website, you agree to these terms. If you do not agree, you should not use our website.
These terms apply to your use of our website only. They are separate from any customer agreement, payment plan terms, merchant agreement, privacy notice, cookie notice or other terms that may apply if you use PollenPay’s services.
1. Who we are
This website is operated by PollenPay UK Ltd (PollenPay, we, us or our).
- We are a company registered in England and Wales under company number 12731805.
- Our registered office is: 100 Cathedral Approach, Salford, Manchester M3 7FB.
- You can contact us by email at: support@pollenpay.com.
Regulatory status: PollenPay provides buy now, pay later / deferred payment credit services. Deferred payment credit is due to become regulated by the Financial Conduct Authority from 15 July 2026. Until that date, relevant PollenPay deferred payment credit agreements may not be regulated credit agreements unless otherwise stated in the applicable customer terms. We are preparing for the new regulatory regime and will update this website and related documents as required.
2. Other terms that may apply
These website terms should be read together with our other terms and policies where applicable, including our:
- Privacy Notice;
- Cookie Notice;
- Customer Terms;
- Merchant Terms;
- complaints information; and
- any product, payment plan or pre-contract information provided to you before you use a PollenPay service.
3. Information on our website
The information on our website is provided for general information only. It is not financial advice, legal advice, tax advice or any other type of professional advice.
You should not rely only on general website content when deciding whether to use a credit product. Before entering into any PollenPay payment plan, you should read the specific information and terms provided to you during the application, checkout or account journey, including the repayment amounts, repayment dates, fees and any rights or protections that apply.
Nothing on our website guarantees that you will be approved for a PollenPay payment plan or that PollenPay will be available for a particular transaction.
4. Access to our website
We do not guarantee that our website will always be available, uninterrupted, secure or error-free.
We may suspend, withdraw, restrict or change all or any part of our website at any time for business, operational, security, legal, regulatory or technical reasons.
You are responsible for making sure that anyone who accesses our website through your internet connection or device is aware of these terms and complies with them.
5. Your account and security
If you create an account, complete an application, provide payment details or access any secure part of our website, you must provide accurate and up-to-date information.
You must keep your login details, one-time passcodes and account access information secure and confidential. You must not allow anyone else to access your PollenPay account.
You must tell us as soon as possible if you know or suspect that your account, password, device, payment details or security information has been lost, stolen, misused or accessed without permission.
We may suspend or restrict access to your account where we reasonably suspect unauthorised access, fraud, misuse, security risk, breach of these terms, breach of law or other activity that may harm you, us, merchants or other users.
6. Acceptable use
You must use our website lawfully and responsibly.
You must not:
- use our website in a way that breaches any law or regulation;
- use our website fraudulently or for any unlawful purpose;
- provide false, misleading or inaccurate information;
- impersonate another person or misrepresent your identity, authority or relationship with any person or organisation;
- interfere with, damage, disrupt or impair the operation, availability or security of our website, systems, networks or data;
- introduce viruses, malware or other harmful material;
- attempt to gain unauthorised access to our website, systems, user accounts, data or connected infrastructure;
- scrape, copy, extract or reuse website content or data except as permitted by law or with our written consent;
- use automated tools, bots or scripts to access our website in a way that places unreasonable load on our systems or bypasses controls; or
- use our website in a way that could damage PollenPay’s reputation, business, customers, merchants, partners or systems.
We may report unlawful or suspicious activity to law enforcement, regulators, payment providers, fraud prevention agencies or other relevant organisations where appropriate.
7. Credit and responsible use
PollenPay payment plans are a form of borrowing. You should only use PollenPay where you are confident that you can afford the repayments on time and without causing financial difficulty.
Before you enter into a PollenPay plan, we may carry out checks. These may include identity checks, fraud checks, affordability checks, creditworthiness checks, payment method checks, internal account history checks and checks with third-party providers, including credit reference agencies where applicable.
Missed payments may result in fees, spending restrictions, collection activity, account suspension and other consequences described in the applicable customer terms.
If you are struggling to make repayments, or you are worried that you may struggle, you should contact us as soon as possible.
8. Merchants and third-party content
Our website may include information about merchants, partners, promotions, offers, products or services provided by third parties.
Unless we clearly state otherwise, third-party goods and services are provided by the relevant merchant or third party, not by PollenPay.
We are not responsible for the content, accuracy, availability, pricing, delivery, quality, suitability or performance of third-party goods or services, except where we have legal responsibility under applicable law or the applicable PollenPay customer terms.
Our website may also contain links to third-party websites. These links are provided for convenience only. We do not control third-party websites and are not responsible for their content, privacy practices, cookies, security or availability.
9. Linking to our website
You may link to our homepage, provided that you do so in a fair, lawful and non-misleading way that does not damage or take advantage of our reputation.
You must not suggest any approval, association or endorsement by PollenPay where none exists.
You must not use the PollenPay name, logo, trade marks, brand assets, marketing materials or financial promotion materials without our written permission.
Merchants must only describe, promote or present PollenPay in accordance with the merchant agreement, approved PollenPay materials, brand guidelines, scripts and any instructions we provide.
10. Intellectual property
We are the owner or licensee of all intellectual property rights in our website and its content, including text, graphics, logos, trade marks, layouts, designs, software, images, videos, documents and brand materials.
All rights are reserved.
You may view, download and print pages from our website for your own personal, non-commercial use or, if you are a business, for internal evaluation of PollenPay’s services.
You must not copy, reproduce, modify, distribute, sell, license, publish, scrape, extract or commercially exploit any part of our website without our written consent, except as permitted by law.
11. Privacy and cookies
We will handle personal data in accordance with our Privacy Notice.
Our website uses cookies and similar technologies. Please read our Cookie Notice for more information about the cookies and similar technologies we use, why we use them and how you can manage your choices.
These website terms do not replace our Privacy Notice or Cookie Notice.
12. Complaints and support
If you are unhappy with PollenPay or need support with your account, payment plan, repayment, refund, dispute or merchant issue, please contact us using the support or complaints details shown on our website.
We will handle complaints in accordance with our complaints process and any legal or regulatory requirements that apply at the time.
These website terms do not replace any complaint rights you may have under your customer agreement, merchant agreement or applicable law.
13. Our responsibility to you
Nothing in these terms limits or excludes our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any other liability that cannot be excluded under applicable law.
We are not responsible for any loss or damage caused by your use of, or reliance on, general information on our website, except where the law says otherwise.
If you are using our website for business purposes, we will not be responsible for loss of profit, loss of business, business interruption, loss of data, loss of goodwill or any indirect or consequential loss arising from your use of the website.
These terms do not limit any rights or remedies you may have under a separate customer agreement, merchant agreement or applicable law.
14. Changes to these terms or our website
We may update these website terms from time to time.
The updated version will apply from the date it is published on our website, unless we state otherwise.
We may also update, improve, remove, suspend or change any part of our website or services at any time.
Where a change affects an existing customer agreement, merchant agreement or payment plan, the terms of that agreement will determine how the change applies.
15. Governing law and jurisdiction
These terms are governed by the laws of England and Wales.
If you are a consumer, you may bring proceedings in the courts of England and Wales. If you live in Scotland, you may also bring proceedings in Scotland. If you live in Northern Ireland, you may also bring proceedings in Northern Ireland.
If you are a business user, the courts of England and Wales will have exclusive jurisdiction over any dispute arising out of or in connection with these terms, our website or its use.