Payment Processing Terms
Last updated: 13 April 2026
1. Introduction
These Payment Processing Terms ("Terms") apply to your use of Five ID's payment authentication service. By enrolling a payment method with Five ID, you confirm that you have read, understood, and agreed to be bound by these Terms, together with the Five ID Terms and Conditions. If you have questions, please contact us at support@five.id.
2. Who We Are and Our Regulatory Position
Five ID Limited is a company registered in England and Wales under company number 15793519, with its registered office at 1 St. Katharine's Way, Office 05B147, London, E1W 1UN.
Five ID is not a payment service provider. Payment services are provided directly by our payment processing partners, which are authorised payment institutions regulated by the Financial Conduct Authority (UK) and, where applicable, the Central Bank of Ireland (Ireland). Five ID operates as a platform client of our payment processing partners.
In this capacity, Five ID does not at any point hold, possess, control, or have access to customer funds. All funds are held by our payment processing partners in designated safeguarding accounts and paid out directly. Your statutory rights under the Payment Services Regulations 2017 (UK) and the European Union (Payment Services) Regulations 2018 (S.I. No. 6/2018) (Ireland) run against our payment processing partners as the regulated payment service providers.
3. How the Payment Service Works
3.1 What you need to enrol
To use Five ID for payment you must: (a) have an active Five ID account; (b) be approved by us to use the payment service; (c) link at least one supported payment method to your Five ID account — currently supported payment methods include direct debit, payment card, and other methods as notified to you from time to time; (d) complete the authorisation or mandate setup required for your chosen payment method; (e) have access to account management for your linked payment method on your phone; and (f) have a valid phone number capable of receiving SMS messages. You must not hold an active County Court Judgment (CCJ) if using direct debit as your payment method.
You may link more than one payment method to your Five ID account and select a default payment method for transactions.
3.2 Authorising a transaction
When you scan your palm at a Five ID terminal at a participating merchant, you are authorising our payment processing partner to initiate the corresponding charge against your linked payment method. Five ID sends a transaction instruction to our payment processing partner, who executes the payment directly using your linked payment method. Each palm scan at a payment terminal constitutes an authorised payment instruction. You should only hold your palm over a payment terminal if you intend to make a purchase.
3.3 Transaction aggregation
We may combine multiple purchases made within a single session or billing period into a single transaction against your linked payment method. We will notify you by SMS before any charge is made, giving you advance visibility of the amount.
3.4 How your payments are authorised
When you complete enrolment and link a payment method to your Five ID account, you provide a standing authorisation to our payment processing partner to process charges against your linked payment method each time Five ID communicates an authenticated transaction instruction on your behalf.
This means that Strong Customer Authentication — the security step required by the Payment Services Regulations 2017 — is applied once, at the point of enrolment. Individual subsequent transactions, each authorised by your palm scan at a Five ID terminal, are processed as recurring merchant-initiated transactions under that standing authorisation. A separate security check is not required for each individual transaction.
You may cancel your standing authorisation at any time by cancelling the payment service under clause 11.
3.5 Payment scheme protections
Your transactions are processed in accordance with the rules of the relevant payment scheme for your linked payment method. The protections available to you depend on your payment method:
Direct debit — UK users: Your payments are collected in accordance with UK Bacs Direct Debit Scheme rules. You are protected by the Direct Debit Guarantee. Under the Guarantee: if an error is made in the collection of a direct debit you are entitled to a full and immediate refund from your bank; and you may cancel a direct debit at any time by contacting your bank. Cancellation of the mandate does not cancel any sums you owe us. Further information is available at www.directdebit.co.uk.
Direct debit — Irish users: Your payments are collected in accordance with the SEPA Direct Debit Core Scheme rules. Under these rules you are entitled to a refund of any authorised SEPA direct debit within 8 weeks of the debit date, and a refund of any unauthorised SEPA direct debit within 13 months. You may cancel a SEPA direct debit mandate at any time by contacting your bank or payment institution.
Payment card: Your card transactions are processed in accordance with the applicable card scheme rules (Visa or Mastercard, as applicable). You may have chargeback rights through your card issuer in the event of an unauthorised transaction or merchant failure. Please contact your card issuer directly to pursue a chargeback claim, in addition to notifying us under clause 8.
3.6 Card fingerprint loyalty
At participating terminals, you may choose to link your payment card to a loyalty programme operated by a participating loyalty operator, so that loyalty credits are applied automatically each time you pay with the same card — without requiring a Five ID account or a palm scan.
How it works. When you make a payment at a participating Five ID terminal, our payment processing partner generates a platform-specific card fingerprint derived from your payment card. This fingerprint is unique to the Five ID platform — it is a pseudonymous reference that cannot be used to identify your card number, access your payment account, or be reverse-engineered to reveal your underlying card details. Five ID receives only this fingerprint; we do not at any point receive or store your card number.
If you give your consent by pressing the loyalty linking button displayed on the terminal screen at the time of payment, Five ID will link your card fingerprint to the loyalty account identifier for the loyalty programme operated at that location. From that point, each time the same card is used at a participating terminal, Five ID will automatically instruct the loyalty operator to credit your account.
This service is entirely optional. You can complete your payment without consenting to loyalty linking. Declining or ignoring the loyalty prompt has no effect on your payment or your Five ID account.
Your consent rights. The consent you give at the terminal is specific to the loyalty programme operated at that location. If you use your card at a terminal operated by a different loyalty programme, a separate consent will be requested. You may withdraw any consent at any time by contacting us at support@five.id or at any Five ID terminal. On withdrawal, we will delete the link between your card fingerprint and the relevant loyalty identifier within 30 days.
What we do not do. We do not store your card number. When a matching card fingerprint is detected, Five ID sends only your loyalty account identifier and the relevant transaction amount to the loyalty operator's system as an automated credit instruction. The loyalty operator does not receive your card fingerprint.
This service is available in the United Kingdom and Ireland.
4. Your Responsibilities
You are responsible for: (a) ensuring your linked payment method remains active, valid, and in good standing; (b) maintaining sufficient available funds, credit, or balance to cover your purchases under your chosen payment method; (c) keeping your contact details up to date so that we can send you payment notifications; and (d) notifying us promptly if your linked payment method changes, expires, or is cancelled. If any of these requirements cease to be met, we may suspend your access to the payment service.
5. If a Payment Fails
If a charge against your linked payment method fails — for example, because of insufficient funds, an expired card, an inactive mandate, or a declined transaction — the following will apply:
We will notify you by SMS as soon as reasonably practicable.
Our payment processing partner will re-attempt collection using your linked payment method. We will give you at least 3 business days' advance notice of each re-attempt by SMS.
You may resolve the failure by updating your linked payment method or adding a new payment method — contact us at support@five.id.
We may suspend the payment service until the outstanding balance is cleared.
We may apply a flat administration fee of £15 (or €17 for Irish users) per failed payment event to cover our reasonable administrative costs. This fee applies once per failed payment event, not per re-attempt.
If the outstanding balance remains unpaid for more than 30 days from the original failed payment date, we may refer it to a third-party debt recovery service. Any additional costs of third-party recovery will be your responsibility.
Where your payment method is debt-based (for example, direct debit or credit card), unpaid balances may be reported to credit reference agencies, which may affect your credit score.
We will not apply any compounding or variable interest charges.
6. Spending Limits
We apply a spending limit to your Five ID payment account. The limit applicable to you is determined by reference to: (a) the available funds, credit limit, or balance of your linked payment method; (b) your transaction history with Five ID; and (c) any other risk factors we consider relevant at our discretion.
Where you have linked more than one payment method, limits are assessed per payment method. Your overall Five ID spending limit will not exceed the available balance or limit of your active linked payment method at the time of a transaction.
We may increase or decrease your limit at any time. If a transaction would exceed your current limit, we will decline it and notify you by SMS.
7. Transactions We May Block
We may block a transaction if: (a) it would exceed your current spending limit; (b) you have an outstanding unpaid balance; (c) your linked payment method is no longer active or valid; (d) we suspect fraud, money laundering, or other criminal activity; or (e) we are required to do so by applicable law or a regulatory instruction.
We will notify you by SMS if we block a transaction, unless we are legally prevented from doing so (for example, by a court order or anti-money laundering legislation).
8. Unauthorised Transactions — Your Rights
If you believe a transaction has been made without your authorisation, you must notify us as soon as possible. Because payment services are provided by our payment processing partners as the regulated payment service providers, your statutory rights in relation to unauthorised transactions under the Payment Services Regulations 2017 (UK) and the European Union (Payment Services) Regulations 2018 (S.I. No. 6/2018) (Ireland) run against our payment processing partner directly. We will assist you in pursuing those rights.
8.1 How to notify us
Contact us at support@five.id stating the transaction date, amount, and the reason why you believe it was unauthorised. We will liaise with our payment processing partner on your behalf and direct your claim to the appropriate party promptly.
8.2 Time limits
You must notify us of an unauthorised transaction within 13 months of the date the transaction was executed. We strongly recommend notifying us as soon as you become aware of an issue.
8.3 Refund
As the regulated payment service provider, our payment processing partner is obligated to refund the full amount of an unauthorised transaction by the end of the business day following notification, where no fraud is suspected. We will assist you in pursuing this entitlement promptly upon receiving your notification.
8.4 Your liability
Your maximum liability for an unauthorised transaction arising from use of a lost, stolen, or misappropriated payment credential is £35 (UK) / €50 (Ireland), provided you have not acted fraudulently or with gross negligence. You bear no liability if you did not act fraudulently and the required customer authentication was not applied.
8.5 Investigation and recovery
If we subsequently establish that you did authorise the transaction, or that you acted fraudulently or with gross negligence, our payment processing partner may recover any amount refunded to you.
9. Disputes About Purchases
If you have a problem with a purchase made using Five ID — for example, goods were not delivered or were not as described — you have 120 days from the transaction date to contact us at support@five.id. We will liaise with the merchant on your behalf and assist with resolution where possible.
Five ID is not the merchant. We do not sell, endorse, or accept liability for any goods or services sold by participating merchants. Your primary contractual rights in relation to a purchase are against the merchant.
10. How to Make a Complaint
10.1 Contacting us
If you are unhappy with any aspect of our payment service, please contact us at support@five.id setting out the details of your complaint. We will acknowledge your complaint within 3 business days.
10.2 Our response timeframes
We aim to resolve all complaints within 15 business days of receiving them. For complex or exceptional cases, we may take up to 35 business days — we will tell you within the first 15 business days if this applies, and explain why. We will always communicate our final response in writing.
10.3 If you are not satisfied — UK users
If we have not resolved your complaint within 8 weeks, or if you are not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS). Because payment services are regulated and provided by our payment processing partner, complaints relating to the payment service itself may need to be directed to our payment processing partner's own complaints procedure to access FOS jurisdiction — we will advise you of the appropriate route in our final response.
Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0800 023 4567. Website: www.financial-ombudsman.org.uk.
10.4 If you are not satisfied — Irish users
If you are located in Ireland and we have not resolved your complaint within 8 weeks, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The same routing note as above applies for payment-specific complaints.
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29. Tel: +353 1 567 7000. Website: www.fspo.ie.
11. Cancelling the Payment Service
You may cancel the Five ID payment service at any time while keeping your Five ID account active. To cancel, contact us at support@five.id.
Following cancellation: any pending transactions already authorised will be completed and collected; any active payment mandate or authorisation will be cancelled once all outstanding balances have been cleared; you will no longer be able to authorise payments by palm scan; and we will retain transaction records as required by law (generally 6 years for financial records).
12. Suspension and Termination by Us
We may suspend or terminate your access to the payment service if: (a) you materially breach these Terms and, where the breach is capable of remedy, fail to remedy it within 14 days of our written notice; (b) we are required to do so by a legal or regulatory obligation; or (c) we reasonably suspect fraudulent or criminal activity on your account.
We will give you advance notice of any suspension except where immediate suspension is necessary to prevent fraud or comply with an urgent legal obligation. We will provide notice as soon as reasonably practicable in such cases.
13. Our Liability
13.1 What we are responsible for
We will provide the payment service with reasonable care and skill. We warrant that we have appropriate systems, controls, and processes in place to administer the service.
13.2 What we are not responsible for
We are not liable for: (a) indirect or consequential losses, including loss of profit, revenue, or business opportunity; (b) losses arising from a failure by a merchant to deliver or fulfil an order; (c) losses caused by your failure to maintain a valid and active linked payment method or sufficient funds; (d) losses caused by events outside our reasonable control; or (e) losses arising from the payment processing, fund management, or collections activities of our payment processing partner or any other third-party payment service provider.
13.3 Statutory rights preserved
Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) your rights under UK GDPR Article 82 or EU GDPR Article 82; or (d) any other statutory right that cannot lawfully be limited or excluded. Your rights under the Payment Services Regulations 2017 (UK) or the European Union (Payment Services) Regulations 2018 (S.I. No. 6/2018) (Ireland) in relation to unauthorised payment transactions run against our payment processing partner as the regulated payment service provider.
14. Changes to These Terms
We will give you at least 30 days' notice before making any material change to these Terms. If you do not accept the change, you may cancel the payment service without charge by contacting us before the change takes effect. Continued use of the payment service after the effective date of any change will constitute your acceptance of the updated Terms.
We may make changes without prior notice where required by applicable law, regulation, or an urgent security requirement — we will notify you as soon as practicable in such cases.
15. Geographic Scope and Governing Law
The payment service is available to users within the United Kingdom and Ireland.
UK users: These Terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales, subject to your right as a consumer to bring proceedings in the courts of your place of residence.
Irish users: These Terms are governed by the laws of Ireland. Any dispute will be subject to the exclusive jurisdiction of the courts of Ireland, subject to your right as a consumer to bring proceedings in the courts of your place of residence.
16. General
16.1 Severability
If any provision of these Terms is found to be invalid or unenforceable, that provision will be treated as deleted. The remaining provisions will continue to apply in full.
16.2 Entire agreement
These Terms, together with the Five ID Terms and Conditions and our Privacy Policy, constitute the entire agreement between you and Five ID in relation to the payment service.
Payment Processing Terms
Last updated: 13 April 2026
1. Introduction
These Payment Processing Terms ("Terms") apply to your use of Five ID's payment authentication service. By enrolling a payment method with Five ID, you confirm that you have read, understood, and agreed to be bound by these Terms, together with the Five ID Terms and Conditions. If you have questions, please contact us at support@five.id.
2. Who We Are and Our Regulatory Position
Five ID Limited is a company registered in England and Wales under company number 15793519, with its registered office at 1 St. Katharine's Way, Office 05B147, London, E1W 1UN.
Five ID is not a payment service provider. Payment services are provided directly by our payment processing partners, which are authorised payment institutions regulated by the Financial Conduct Authority (UK) and, where applicable, the Central Bank of Ireland (Ireland). Five ID operates as a platform client of our payment processing partners.
In this capacity, Five ID does not at any point hold, possess, control, or have access to customer funds. All funds are held by our payment processing partners in designated safeguarding accounts and paid out directly. Your statutory rights under the Payment Services Regulations 2017 (UK) and the European Union (Payment Services) Regulations 2018 (S.I. No. 6/2018) (Ireland) run against our payment processing partners as the regulated payment service providers.
3. How the Payment Service Works
3.1 What you need to enrol
To use Five ID for payment you must: (a) have an active Five ID account; (b) be approved by us to use the payment service; (c) link at least one supported payment method to your Five ID account — currently supported payment methods include direct debit, payment card, and other methods as notified to you from time to time; (d) complete the authorisation or mandate setup required for your chosen payment method; (e) have access to account management for your linked payment method on your phone; and (f) have a valid phone number capable of receiving SMS messages. You must not hold an active County Court Judgment (CCJ) if using direct debit as your payment method.
You may link more than one payment method to your Five ID account and select a default payment method for transactions.
3.2 Authorising a transaction
When you scan your palm at a Five ID terminal at a participating merchant, you are authorising our payment processing partner to initiate the corresponding charge against your linked payment method. Five ID sends a transaction instruction to our payment processing partner, who executes the payment directly using your linked payment method. Each palm scan at a payment terminal constitutes an authorised payment instruction. You should only hold your palm over a payment terminal if you intend to make a purchase.
3.3 Transaction aggregation
We may combine multiple purchases made within a single session or billing period into a single transaction against your linked payment method. We will notify you by SMS before any charge is made, giving you advance visibility of the amount.
3.4 How your payments are authorised
When you complete enrolment and link a payment method to your Five ID account, you provide a standing authorisation to our payment processing partner to process charges against your linked payment method each time Five ID communicates an authenticated transaction instruction on your behalf.
This means that Strong Customer Authentication — the security step required by the Payment Services Regulations 2017 — is applied once, at the point of enrolment. Individual subsequent transactions, each authorised by your palm scan at a Five ID terminal, are processed as recurring merchant-initiated transactions under that standing authorisation. A separate security check is not required for each individual transaction.
You may cancel your standing authorisation at any time by cancelling the payment service under clause 11.
3.5 Payment scheme protections
Your transactions are processed in accordance with the rules of the relevant payment scheme for your linked payment method. The protections available to you depend on your payment method:
Direct debit — UK users: Your payments are collected in accordance with UK Bacs Direct Debit Scheme rules. You are protected by the Direct Debit Guarantee. Under the Guarantee: if an error is made in the collection of a direct debit you are entitled to a full and immediate refund from your bank; and you may cancel a direct debit at any time by contacting your bank. Cancellation of the mandate does not cancel any sums you owe us. Further information is available at www.directdebit.co.uk.
Direct debit — Irish users: Your payments are collected in accordance with the SEPA Direct Debit Core Scheme rules. Under these rules you are entitled to a refund of any authorised SEPA direct debit within 8 weeks of the debit date, and a refund of any unauthorised SEPA direct debit within 13 months. You may cancel a SEPA direct debit mandate at any time by contacting your bank or payment institution.
Payment card: Your card transactions are processed in accordance with the applicable card scheme rules (Visa or Mastercard, as applicable). You may have chargeback rights through your card issuer in the event of an unauthorised transaction or merchant failure. Please contact your card issuer directly to pursue a chargeback claim, in addition to notifying us under clause 8.
3.6 Card fingerprint loyalty
At participating terminals, you may choose to link your payment card to a loyalty programme operated by a participating loyalty operator, so that loyalty credits are applied automatically each time you pay with the same card — without requiring a Five ID account or a palm scan.
How it works. When you make a payment at a participating Five ID terminal, our payment processing partner generates a platform-specific card fingerprint derived from your payment card. This fingerprint is unique to the Five ID platform — it is a pseudonymous reference that cannot be used to identify your card number, access your payment account, or be reverse-engineered to reveal your underlying card details. Five ID receives only this fingerprint; we do not at any point receive or store your card number.
If you give your consent by pressing the loyalty linking button displayed on the terminal screen at the time of payment, Five ID will link your card fingerprint to the loyalty account identifier for the loyalty programme operated at that location. From that point, each time the same card is used at a participating terminal, Five ID will automatically instruct the loyalty operator to credit your account.
This service is entirely optional. You can complete your payment without consenting to loyalty linking. Declining or ignoring the loyalty prompt has no effect on your payment or your Five ID account.
Your consent rights. The consent you give at the terminal is specific to the loyalty programme operated at that location. If you use your card at a terminal operated by a different loyalty programme, a separate consent will be requested. You may withdraw any consent at any time by contacting us at support@five.id or at any Five ID terminal. On withdrawal, we will delete the link between your card fingerprint and the relevant loyalty identifier within 30 days.
What we do not do. We do not store your card number. When a matching card fingerprint is detected, Five ID sends only your loyalty account identifier and the relevant transaction amount to the loyalty operator's system as an automated credit instruction. The loyalty operator does not receive your card fingerprint.
This service is available in the United Kingdom and Ireland.
4. Your Responsibilities
You are responsible for: (a) ensuring your linked payment method remains active, valid, and in good standing; (b) maintaining sufficient available funds, credit, or balance to cover your purchases under your chosen payment method; (c) keeping your contact details up to date so that we can send you payment notifications; and (d) notifying us promptly if your linked payment method changes, expires, or is cancelled. If any of these requirements cease to be met, we may suspend your access to the payment service.
5. If a Payment Fails
If a charge against your linked payment method fails — for example, because of insufficient funds, an expired card, an inactive mandate, or a declined transaction — the following will apply:
We will notify you by SMS as soon as reasonably practicable.
Our payment processing partner will re-attempt collection using your linked payment method. We will give you at least 3 business days' advance notice of each re-attempt by SMS.
You may resolve the failure by updating your linked payment method or adding a new payment method — contact us at support@five.id.
We may suspend the payment service until the outstanding balance is cleared.
We may apply a flat administration fee of £15 (or €17 for Irish users) per failed payment event to cover our reasonable administrative costs. This fee applies once per failed payment event, not per re-attempt.
If the outstanding balance remains unpaid for more than 30 days from the original failed payment date, we may refer it to a third-party debt recovery service. Any additional costs of third-party recovery will be your responsibility.
Where your payment method is debt-based (for example, direct debit or credit card), unpaid balances may be reported to credit reference agencies, which may affect your credit score.
We will not apply any compounding or variable interest charges.
6. Spending Limits
We apply a spending limit to your Five ID payment account. The limit applicable to you is determined by reference to: (a) the available funds, credit limit, or balance of your linked payment method; (b) your transaction history with Five ID; and (c) any other risk factors we consider relevant at our discretion.
Where you have linked more than one payment method, limits are assessed per payment method. Your overall Five ID spending limit will not exceed the available balance or limit of your active linked payment method at the time of a transaction.
We may increase or decrease your limit at any time. If a transaction would exceed your current limit, we will decline it and notify you by SMS.
7. Transactions We May Block
We may block a transaction if: (a) it would exceed your current spending limit; (b) you have an outstanding unpaid balance; (c) your linked payment method is no longer active or valid; (d) we suspect fraud, money laundering, or other criminal activity; or (e) we are required to do so by applicable law or a regulatory instruction.
We will notify you by SMS if we block a transaction, unless we are legally prevented from doing so (for example, by a court order or anti-money laundering legislation).
8. Unauthorised Transactions — Your Rights
If you believe a transaction has been made without your authorisation, you must notify us as soon as possible. Because payment services are provided by our payment processing partners as the regulated payment service providers, your statutory rights in relation to unauthorised transactions under the Payment Services Regulations 2017 (UK) and the European Union (Payment Services) Regulations 2018 (S.I. No. 6/2018) (Ireland) run against our payment processing partner directly. We will assist you in pursuing those rights.
8.1 How to notify us
Contact us at support@five.id stating the transaction date, amount, and the reason why you believe it was unauthorised. We will liaise with our payment processing partner on your behalf and direct your claim to the appropriate party promptly.
8.2 Time limits
You must notify us of an unauthorised transaction within 13 months of the date the transaction was executed. We strongly recommend notifying us as soon as you become aware of an issue.
8.3 Refund
As the regulated payment service provider, our payment processing partner is obligated to refund the full amount of an unauthorised transaction by the end of the business day following notification, where no fraud is suspected. We will assist you in pursuing this entitlement promptly upon receiving your notification.
8.4 Your liability
Your maximum liability for an unauthorised transaction arising from use of a lost, stolen, or misappropriated payment credential is £35 (UK) / €50 (Ireland), provided you have not acted fraudulently or with gross negligence. You bear no liability if you did not act fraudulently and the required customer authentication was not applied.
8.5 Investigation and recovery
If we subsequently establish that you did authorise the transaction, or that you acted fraudulently or with gross negligence, our payment processing partner may recover any amount refunded to you.
9. Disputes About Purchases
If you have a problem with a purchase made using Five ID — for example, goods were not delivered or were not as described — you have 120 days from the transaction date to contact us at support@five.id. We will liaise with the merchant on your behalf and assist with resolution where possible.
Five ID is not the merchant. We do not sell, endorse, or accept liability for any goods or services sold by participating merchants. Your primary contractual rights in relation to a purchase are against the merchant.
10. How to Make a Complaint
10.1 Contacting us
If you are unhappy with any aspect of our payment service, please contact us at support@five.id setting out the details of your complaint. We will acknowledge your complaint within 3 business days.
10.2 Our response timeframes
We aim to resolve all complaints within 15 business days of receiving them. For complex or exceptional cases, we may take up to 35 business days — we will tell you within the first 15 business days if this applies, and explain why. We will always communicate our final response in writing.
10.3 If you are not satisfied — UK users
If we have not resolved your complaint within 8 weeks, or if you are not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS). Because payment services are regulated and provided by our payment processing partner, complaints relating to the payment service itself may need to be directed to our payment processing partner's own complaints procedure to access FOS jurisdiction — we will advise you of the appropriate route in our final response.
Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0800 023 4567. Website: www.financial-ombudsman.org.uk.
10.4 If you are not satisfied — Irish users
If you are located in Ireland and we have not resolved your complaint within 8 weeks, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The same routing note as above applies for payment-specific complaints.
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29. Tel: +353 1 567 7000. Website: www.fspo.ie.
11. Cancelling the Payment Service
You may cancel the Five ID payment service at any time while keeping your Five ID account active. To cancel, contact us at support@five.id.
Following cancellation: any pending transactions already authorised will be completed and collected; any active payment mandate or authorisation will be cancelled once all outstanding balances have been cleared; you will no longer be able to authorise payments by palm scan; and we will retain transaction records as required by law (generally 6 years for financial records).
12. Suspension and Termination by Us
We may suspend or terminate your access to the payment service if: (a) you materially breach these Terms and, where the breach is capable of remedy, fail to remedy it within 14 days of our written notice; (b) we are required to do so by a legal or regulatory obligation; or (c) we reasonably suspect fraudulent or criminal activity on your account.
We will give you advance notice of any suspension except where immediate suspension is necessary to prevent fraud or comply with an urgent legal obligation. We will provide notice as soon as reasonably practicable in such cases.
13. Our Liability
13.1 What we are responsible for
We will provide the payment service with reasonable care and skill. We warrant that we have appropriate systems, controls, and processes in place to administer the service.
13.2 What we are not responsible for
We are not liable for: (a) indirect or consequential losses, including loss of profit, revenue, or business opportunity; (b) losses arising from a failure by a merchant to deliver or fulfil an order; (c) losses caused by your failure to maintain a valid and active linked payment method or sufficient funds; (d) losses caused by events outside our reasonable control; or (e) losses arising from the payment processing, fund management, or collections activities of our payment processing partner or any other third-party payment service provider.
13.3 Statutory rights preserved
Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) your rights under UK GDPR Article 82 or EU GDPR Article 82; or (d) any other statutory right that cannot lawfully be limited or excluded. Your rights under the Payment Services Regulations 2017 (UK) or the European Union (Payment Services) Regulations 2018 (S.I. No. 6/2018) (Ireland) in relation to unauthorised payment transactions run against our payment processing partner as the regulated payment service provider.
14. Changes to These Terms
We will give you at least 30 days' notice before making any material change to these Terms. If you do not accept the change, you may cancel the payment service without charge by contacting us before the change takes effect. Continued use of the payment service after the effective date of any change will constitute your acceptance of the updated Terms.
We may make changes without prior notice where required by applicable law, regulation, or an urgent security requirement — we will notify you as soon as practicable in such cases.
15. Geographic Scope and Governing Law
The payment service is available to users within the United Kingdom and Ireland.
UK users: These Terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales, subject to your right as a consumer to bring proceedings in the courts of your place of residence.
Irish users: These Terms are governed by the laws of Ireland. Any dispute will be subject to the exclusive jurisdiction of the courts of Ireland, subject to your right as a consumer to bring proceedings in the courts of your place of residence.
16. General
16.1 Severability
If any provision of these Terms is found to be invalid or unenforceable, that provision will be treated as deleted. The remaining provisions will continue to apply in full.
16.2 Entire agreement
These Terms, together with the Five ID Terms and Conditions and our Privacy Policy, constitute the entire agreement between you and Five ID in relation to the payment service.