Policies

Payment

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Overview

This Payment Policy applies to all purchases made through Pluggy (pluggy.uk). It explains how pricing, payment authorisation, accepted payment methods, refunds, and payment-related checks are handled when you place an order with us.

This policy should be read alongside our Terms and Conditions, Shipping Policy, Returns Policy, Privacy Policy, and the other policy pages available on our website.

Accepted Payment Methods

We accept the payment methods made available on our website at the time you place your order.

  • Current payment methods are shown in the website footer and again at checkout.
  • The payment methods shown in the footer are intended as a general indication of the payment options we support.
  • The payment methods actually available for your order may vary depending on your device, basket contents, billing country, delivery address, browser compatibility, and the requirements of our payment service providers.
  • If a payment method is unavailable at checkout, you will need to choose one of the other payment methods presented there.

Pricing and Currency

  • All prices on our website are shown in GBP unless stated otherwise.
  • Prices include VAT where applicable unless we clearly state otherwise.
  • Delivery charges, service charges, and any other clearly identified fees are shown separately where applicable before you confirm payment.
  • We may change prices, promotions, and discounts at any time before you place an order.
  • If an obvious pricing or description error occurs, we may cancel the order and refund any amount paid.

Payment Processing and Security

Payments are processed securely by third-party payment providers. We do not state in this policy that we store full card details on our own systems unless expressly required and disclosed elsewhere.

  • When you submit your payment details, you authorise us and our payment providers to carry out the checks needed to verify your identity, validate the payment method, obtain payment authorisation, and help prevent fraud.
  • Where age or eligibility verification is required, this may be completed separately from payment authorisation through a specialist identity or age verification provider before your order can proceed.
  • Payment transactions may be declined, held for review, or require additional authentication by your card issuer, bank, wallet provider, or the payment processor.
  • Where available, services such as card authentication, digital wallet verification, or similar security steps may be required before your order can be completed.

When Payment Is Taken

  • Payment is usually taken or authorised when you place your order.
  • An order confirmation email acknowledges receipt of your order but does not mean your order has been accepted.
  • Your order remains subject to stock checks, eligibility verification, fraud screening, and any other checks described in our Terms and Conditions.
  • If we cannot complete or accept your order after payment has been taken, we will cancel the order and issue a refund in accordance with this policy.

Failed, Declined, or Reversed Payments

  • If your payment is declined, your order will not be processed unless a valid alternative payment method is successfully authorised.
  • If a payment is later reversed, charged back, disputed, or found to be unauthorised, we may suspend fulfilment, cancel the order, recover sums due, or take reasonable steps to protect our business and payment providers.
  • We reserve the right to refuse any order where we reasonably suspect fraud, misuse of a payment method, or a breach of our Terms and Conditions.

Refunds

  • Where a refund is due, we will usually refund the original payment method used for the order.
  • Refund timing can vary depending on your payment provider, but where a refund is approved by us it is normally processed within 14 days of the relevant trigger under our Terms and Conditions or Returns Policy.
  • If your order is cancelled before dispatch by us, we will refund any payment taken in full.
  • If you validly cancel under your statutory rights or return eligible goods, any refund due will be handled in line with our Returns Policy and Terms and Conditions.
  • We are not responsible for delays caused by banks, card issuers, wallet providers, or payment processors after a refund has been submitted by us.

Promotions, Discounts, and Gifted Value

  • Promotional prices, discount codes, bundle savings, and similar offers are subject to the terms stated with the offer.
  • Unless stated otherwise, promotions cannot be combined and have no cash alternative.
  • If an order benefiting from a promotion is cancelled or refunded in part, we may adjust the refund to reflect the promotional terms that applied at the time of purchase.

Proof of Purchase

Please keep your order confirmation email, receipt, and any related correspondence. We may require your order number and reasonable evidence of purchase when dealing with payment queries, refunds, or payment disputes.

Related Policies

For order formation, cancellation, and general sale terms, please see our Terms and Conditions. For delivery charges and shipping issues, please see our Shipping Policy. For returns and refund eligibility, please see our Returns Policy. For how payment-related personal data is handled, please see our Privacy Policy.

Contact Us

If you have any payment-related questions, please contact us at:

Pluggy
Email: support@pluggy.uk
Hillcrest, High Street

Tuddenham, Ipswich
Suffolk
IP6 9BN
United Kingdom