Pricing, Payment, Refunds, GoCardless and Open Banking
This Schedule explains hellobill fees, payment methods, refunds, GoCardless, Open Banking and supplier payment setup.
1. What's free and what's paid
hellobill is free to download. Fees payable to HELLO BILL LIMITED relate to real-world household administration services, supplier administration, authorised actions, payment administration and related services carried out outside the app.
The app is the interface for managing the hellobill service. Fees are not charges for digital content, virtual goods, in-app consumables or app-only features.
2. Types of fee
hellobill may charge:
- monthly subscription or membership fees;
- annual subscription fees where shown at checkout;
- pay-as-you-admin fees;
- success-based admin fees;
- supplier or payment administration fees where clearly shown;
- other fees shown before you confirm.
Specific prices will be shown in the app, pricing page, checkout or action card before you approve a paid service or action.
3. Monthly subscriptions
Monthly subscriptions cover access to an ongoing real-world household administration service, such as monitoring, reminders, supplier admin support, action preparation, included assisted actions, account management and related service handling.
You can cancel a monthly subscription at any time. Your subscription will continue until the end of the billing period you have already paid for. We do not usually provide a refund for the current billing period unless required by law, we charged you in error, the service materially failed, or we agree a goodwill refund.
4. Annual subscriptions
Annual subscriptions are only available where shown at checkout. They are discounted because you commit to a longer paid period.
If you cancel after any applicable statutory cancellation period has ended, your annual subscription will continue until the end of the paid annual term and we will not usually provide a pro-rata refund for change of mind.
5. 14-day cooling-off period for paid services
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.
If you ask us to start a paid service or PAYA task during the cooling-off period, we may ask you to confirm that you want us to start now. If the task is fully completed during the cooling-off period after you asked us to start, you may lose the right to cancel that completed task once it has been fully performed.
6. PAYA / pay-as-you-admin fees
PAYA fees are charged for specific real-world admin tasks. We will show the fee before you approve the paid task.
| Scenario | Refund position |
|---|---|
| PAYA task not started | We refund the PAYA fee. |
| PAYA task started but paid admin outcome not completed | We refund the PAYA fee where hellobill detects non-completion. |
| Supplier blocks or refuses the action | We refund the PAYA fee if the paid admin outcome did not complete. |
| You later tell us the action did not complete | We review the action record and handle the refund request case by case. |
| PAYA task completed | The fee is 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. |
7. Starting a paid task during a cancellation period
If you ask us to start a paid PAYA task during any cancellation period, we may ask you to confirm that you want us to start now and that you understand what happens if the task is fully completed during that period.
8. Supplier payments
hellobill does not collect, hold or refund supplier payments unless we expressly say otherwise. Supplier payment obligations remain between you and the supplier.
Cancelling hellobill does not automatically cancel supplier contracts, supplier debts or supplier payment obligations.
9. GoCardless and Open Banking
hellobill uses GoCardless and Open Banking capabilities, including Verified Mandates, Account Information Services (AIS) / bank account data, Pay by Bank and related payment setup capabilities.
These may be used to:
- verify bank or account details;
- set up payment authority for fees payable to HELLO BILL LIMITED;
- support Pay by Bank where available;
- support supplier payment setup where you approve a relevant Tier 3 action.
10. Supplier payment setup
Where you approve a supplier payment setup, switch or similar Tier 3 action, we may securely provide the bank or payment details you have verified through GoCardless or Open Banking to the relevant supplier or supplier setup journey, using an authorised method available for that supplier.
We will only do this where you have approved the specific action and only for the supplier, account, service and purpose shown in the action summary.
11. Direct Debit Guarantee
The Direct Debit Guarantee protects payers where a Direct Debit payment is collected incorrectly. It applies to Direct Debit payments. It does not usually resolve disputes about the underlying supplier contract, supplier service or bill.
If you cancel a Direct Debit, that does not necessarily cancel the underlying supplier contract, service or debt.