Complaints, Disputes, Refunds and Data Rights
This page explains how to contact us if something goes wrong, if you want to exercise data rights, or if you want to cancel during a cooling-off period.
1. Support
For general help, contact help@hellobill.com.
2. Complaints
For complaints, contact complaints@hellobill.com.
Please include your account email, household details if relevant, the action or supplier involved, and a short description of what happened.
We aim to acknowledge complaints within 2 working days and respond within 10 working days where possible. More complex cases may take longer, especially where we need information from a supplier or payment provider.
3. Action disputes
If you dispute an action, we will review the action record, including what was shown, what was approved, what authority was used, whether human review applied, what happened, and whether the action completed.
Where appropriate, we may pause pending actions while the issue is reviewed.
4. Refund requests
PAYA fees are refunded where the paid admin outcome was not completed. Completed PAYA tasks are normally non-refundable unless hellobill materially failed, acted outside your authority, charged you in error, or failed to provide the service with reasonable care and skill.
Supplier payments are not collected, held or refunded by hellobill unless we expressly say otherwise. Supplier payment issues may need to be raised with the supplier or payment provider.
5. Cooling-off cancellation requests
When you first buy a paid hellobill service online, you normally have a 14-day cooling-off period. For services, this period usually starts on the day after the contract is entered into.
You can cancel during the cooling-off period by contacting help@hellobill.com or complaints@hellobill.com, or by using any cancellation method we make available in the app.
You may use the following cancellation wording if you want to cancel during the cooling-off period:
6. Alternative dispute resolution
We are not currently required to use a specific alternative dispute resolution provider for hellobill complaints, and we do not currently commit to using an ADR provider for every complaint.
If this changes, or if a specific supplier, payment provider or regulated service has its own ADR or ombudsman route, we will tell you where relevant. This does not affect your legal rights.
7. Data rights
For data protection requests, contact dpo@hellobill.com.
You can ask for a copy of your personal data, ask us to correct inaccurate data, ask us to delete or restrict certain data, object to certain processing, or ask for a portable copy of certain data.
We may need to verify your identity before responding.
You also have the right to complain to the UK Information Commissioner's Office at ico.org.uk. The ICO's postal address is: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
hellobill Cookie and Tracking Notice
This notice explains how hellobill uses cookies, SDKs, pixels, local storage, mobile identifiers and similar technologies.
1. What these technologies do
These technologies help us keep you signed in, protect the service, remember your preferences, understand how the product is used, support customer communications, measure marketing performance and improve hellobill.
2. Categories we use
| Category | Purpose | Consent required? |
|---|---|---|
| Strictly necessary | Login, authentication, security, fraud prevention, payment flow integrity, consent preference storage | No |
| Functional | Remembering app or website preferences | Sometimes, depending on use |
| Analytics and product improvement | Understanding usage, errors, performance and product journeys | Yes unless strictly necessary or privacy-exempt |
| Marketing and attribution | Measuring campaigns, partner referrals, paid media and promotional activity | Yes |
| Communications and support | Managing support, service messages and customer communications | Depends on whether the technology is essential or optional |
3. Preference controls
Non-essential cookies and tracking technologies are not used unless you give consent through our cookie or preference controls. You can change your choices at any time.
4. Supplier list
The current cookie, SDK and tracking table is provided through the app or website preference centre and may link to our Trust Centre supplier information.
5. Mobile app permissions
Where the mobile app asks for device permissions, the app will explain the purpose of the permission. You can manage mobile permissions through your device settings.
The life admin assistant that takes the mental load off your hands, so you can get back to the things you love.