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Terms of service

Last updated: 12 October 2026

These terms of service (the "Terms") govern your use of dozo (the "Service"). The Service is provided by Incredible Financial Ltd (company number 14573470) ("dozo", "we", "us", "our"). Our registered office is at 124 City Road, London, EC1V 2NX.

By creating an account or using the Service, you agree to these Terms and our Privacy Policy at dozopay.co/privacy.

Changes from 26 October 2026 (clause 14.3). For payments that you create on or after 26 October 2026: (a) each Payment Amount must be at least £100 (clause 7.6); (b) we accept Cards issued outside the UK (clause 3.3); and (c) a Card issued outside the UK has a Card Fee of 3.5% (clause 8.3). The Card Fee for a Card issued in the UK does not change. Payments that you create before 26 October 2026 are not affected.

1. Who we are and how the Service is provided

1.1 Regulatory position

dozo is not a bank. We partner with regulated payment providers to provide the Service. This allows us to process card payments and handle the types of transactions required, which enables dozo to provide a bill payment service.

1.2 Payment processing

When these Terms say that dozo "makes" or "receives" a payment, we mean that we do this through our Payment Processors, the card schemes, banks, and clearing and settlement systems that form the payment chain.

1.3 These Terms and other documents

The agreement between you and dozo consists of: (a) these Terms; (b) the Subscription Plan, fees, and limits shown on our website or in the Application when you subscribe or make a payment; (c) our Privacy Policy; and (d) any list or page that these Terms say forms part of them. If there is a conflict, these Terms prevail unless these Terms say otherwise.

2. Definitions

In these Terms:

3. What the Service does

3.1 Core function

The Service lets you pay a bill to a UK bank account by Card. You upload a bill and make a payment using a Card of your choosing that we accept under clause 3.3. dozo then processes it for you and uses its payment system to ensure your bill or invoice is paid directly. You can also view and manage your payment history.

3.2 Payment amounts and fees

When you make a payment, the total amount we charge to your Card (the Transaction Amount) is:

We show the Card Fee and the Transaction Amount before you pay.

If your Card is in a currency other than pounds sterling, your card issuer can charge foreign exchange or other fees. Third parties charge these fees, and we do not control them.

3.3 Supported cards

For a payment that you create on or after 26 October 2026, we accept Cards issued in the United Kingdom and Cards issued outside the United Kingdom. A Card issued outside the United Kingdom has a higher Card Fee (see clause 8.3).

For a payment that you create before 26 October 2026, the Service only supports Cards issued in the United Kingdom. If we find that a Card used for such a payment was not issued in the UK, we will refund the transaction. The refund can take 5 to 10 Working Days to reach you, depending on your card issuer. Repeated attempts to use a non-UK Card for such a payment can result in suspension or termination of your account.

3.4 Payees and permitted transactions

You can only use the Service to pay a genuine bill or invoice. The Payee must have a UK bank account that accepts pounds sterling. We publish the permitted Payees and transaction types on our website or in the Application, and we can change them at any time.

You must not use the Service to:

Breaching these Terms can result in the payment being cancelled and refunded to you, excluding the fee charged.

The current list of Payees and transaction types that we do not support is at dozopay.co/help#what-you-cannot-pay. That list is not complete and forms part of these Terms.

3.5 Genuine bills and supporting documents

Each payment must relate to a genuine bill or invoice that the Payee issued to you, or that you must pay. You can attach the invoice to a payment. You do not have to attach it when you create the payment.

When you instruct a payment, you confirm that:

(a) the payment is for a sum that you actually owe to the named Payee;
(b) any invoice or bill that you upload is genuine and accurate; and
(c) the payment is not to yourself, a personal connection, or a credit facility, and does not break clause 3.4.

We can ask for the invoice, or other information or documents, for any payment. We can delay or refuse the payment until we are reasonably satisfied.

If you upload an invoice, dozo reads the amount, Payee, and due date from it. You must check these details before you confirm the payment. You are responsible for the details that you confirm.

We keep uploaded invoices and bills to provide the Service and to meet our legal, regulatory, fraud-prevention, and record-keeping obligations, as our Privacy Policy describes.

3.6 Confirmation of Payee and other Payee checks

We check each new Payee with Confirmation of Payee before we process your payment.

We can also check whether a Payee appears on public warning lists about false invoices, deceptive practices, or fraud. We do not guarantee that these lists are accurate or complete, and we are not responsible for them. We can refuse a payment to a Payee on these lists, or when we reasonably believe that a payment is a risk.

3.7 Changes to service providers

We can change the third parties that we use to provide the Service, including Payment Processors. If we do, we will update these Terms and our Privacy Policy. If a change has a material effect on the Service or these Terms, we will tell you in advance.

3.8 No relationship with Payees

These Terms do not change the legal relationship between you and a Payee.

dozo has no contractual, legal, or other relationship with your Payee. Your use of the Service does not create an affiliation, partnership, or agency relationship between dozo and a Payee. Your agreement to use the Service is only between you and dozo, and it gives no rights, obligations, or responsibilities to a Payee.

You pay our fees under a separate agreement between you and dozo. These fees are not part of any agreement between you and your Payee (for example, a tenancy, supply, or service agreement). Your Payee has no involvement in, or responsibility for, these fees.

We do not act for your Payee, and we do not control whether a Payee treats a payment as received or on time. We do not resolve disputes between you and a Payee about a bill, a payment, or the goods or services, including a payment that is late, disputed, or treated as not received.

This clause also applies if a Payee (or its agent) is a user of the Service.

4. Eligibility and your account

4.1 Who can use the Service

You must:

4.2 Accurate information

You must give us accurate and complete information, and keep it up to date.

4.3 Identity verification and compliance checks

Before your first payment, you must complete onboarding. This includes identity verification and any documents we ask for. We can also carry out identity, anti-money laundering, sanctions, fraud, and other compliance checks at any time, and we can use third-party providers to do this.

If we must carry out a check, or if you do not give us the information we ask for within a reasonable time, we can delay, refuse, suspend, or limit your use of the Service. We can also suspend or terminate your account under Section 15. We carry out these checks as the law and our Privacy Policy require.

5. Your responsibilities and acceptable use

5.1 You must use the Service lawfully and in line with these Terms.

5.2 You must not:

5.3 If you commit an action that is in breach of any of these Terms, this could lead to suspension or permanent termination of your access (see Section 15).

6. Security and sign-in details

6.1 Keep your sign-in details safe

You are responsible for keeping your sign-in details, passwords, and security devices safe and confidential.

6.2 Tell us

Tell us immediately if you think that someone has accessed or used your account without permission.

6.3 Security standards

We use industry-standard security measures, but no system is completely free of risk.

7. How payments work

7.1 Your payment instructions

To make a payment, you give us the Payee's name, sort code, and account number, the Payment Amount, and any payment reference. You can also attach the invoice. You then pay the Transaction Amount by Card on a secure checkout page that our Payment Processor hosts.

7.2 Authorisation

You authorise a payment when you confirm it in the Application and complete the Card payment. This includes a payment that you schedule for a later date.

7.3 You cannot cancel an authorised payment

After you authorise a payment, you cannot cancel or change it in the Application. If you need to change it, contact us as soon as possible. We will try to stop the payment if it has not yet been sent to your Payee, but we cannot guarantee this. If we cannot stop it in time, the payment goes ahead as you authorised it.

7.4 When your Payee receives the money

When setting up a payment, you select your desired payment date. Payments must be scheduled at least 5 days in advance and cannot be processed before this. In some cases, there can be delays over bank holidays. The payment date is when your bill payment is initiated, not when your Payee receives it. Times shown in the Application are estimates and in some cases can be delayed.

7.5 Third parties

Every payment relies on third parties, including Payment Processors, card schemes, banks, and clearing and settlement systems. A payment can be delayed, refused, reversed, or fail for reasons outside our reasonable control, including regulatory or compliance checks carried out by those third parties. Except where the law says otherwise, we are not responsible for delays or failures caused by third parties.

7.6 Limits

Each Subscription Plan has a Monthly Limit. You cannot make a payment that would take you over your Monthly Limit. For a payment that you create on or after 26 October 2026, the Payment Amount must be at least £100. We can also apply limits to a single payment or to the total that you pay in one day, for risk or operational reasons. We show the limit that applies when a payment goes over it.

7.7 Refusals, delays, and reversals

We can refuse, delay, or reverse a transaction when we reasonably believe that:

Abuse or manipulation includes (but is not limited to): using the Service mainly to get card rewards, points, cashback, or similar benefits instead of paying a genuine bill; structuring or disguising payments; and using the Service to avoid these Terms or card scheme or Payment Processor rules. Any such use breaks these Terms.

If we refuse, delay, or reverse a payment under this clause, we will tell you. Where we can do so lawfully, we will give our reasons and tell you how to correct any error. We will only not tell you where the law prevents it.

If a payment is refused or fails before it is completed, we refund the Transaction Amount under Section 9.

7.8 Receipts and records

After a payment is completed, fails, or is refused, we show its confirmation and details in the Application.

7.9 Taxes

You are responsible for deciding and paying any taxes on your payments.

8. Subscription Plans and fees

8.1 You need a Subscription Plan

You must have an active Subscription Plan to make payments. There is no free trial and no pay-as-you-go option.

8.2 Plans

Each Subscription Plan has:

We show the current plans, fees, and limits on our website and in the Application before you subscribe. An annual plan has the same Card Fees and Monthly Limit as the monthly version of the same plan.

8.3 Card Fees

The Card Fee depends on where your Card was issued:

We charge the Card Fee when you make each payment. We show it, and the Transaction Amount, before you pay. We earn the Card Fee when the payment is processed. It is non-refundable on completed transactions, except as clauses 9.3 and 9.4 describe.

We can offer different pricing, plans, or promotional rates to different users.

8.4 Automatic renewal

Your Subscription Plan renews automatically at the end of each Billing Cycle unless you cancel it before it renews.

8.5 Cancellation

You can cancel your Subscription Plan at any time in the Application. Your plan stays active until the end of the Billing Cycle that you paid for. Until then, you can use the Service as normal, including making new payments. After that, you cannot add Payees or make new payments. If you made a payment before your plan ended, we still send it to your Payee, even if the payment goes out after that date. You can still sign in, see your payment history, and download your invoices.

8.6 Refunds of subscription fees

Subscription fees are non-refundable and we do not refund part of a Billing Cycle, except where the law requires.

8.7 Changing your plan

You cannot change your Subscription Plan in the Application. To change plan, contact us at the address in Section 17, and we will make the change for you. An upgrade takes effect immediately. A downgrade takes effect at the end of your current Billing Cycle.

8.8 Failed subscription payments

If a subscription payment fails, you will be unable to make new payments until the payment succeeds. For 48 hours after the failure, you may continue to sign in to update your payment details. If the payment has not succeeded within that period, we will suspend access to your account until it does. Once the payment succeeds, we will restore your access. You are responsible for keeping your payment details up to date.

9. Failed, refused, and refunded transactions

9.1 Refunds for failed or refused transactions

If a transaction is refused or fails before it is completed, we will refund the Transaction Amount to your Card, unless the law or card scheme rules prevent us from doing so.

9.2 Completed transactions

Once a transaction has been completed and the Payment Amount has been transferred to your Payee, we do not normally provide refunds. Any dispute about the payment must be resolved directly between you and the Payee. This does not apply where the law requires us to provide a refund, or where we determine that the payment was affected by an error on our part.

9.3 Card Fees on refunds

We earn the Card Fee when a payment is processed, and at that point we incur costs that we cannot recover. The Card Fee is therefore non-refundable on completed transactions, except as set out below.

If we agree to refund a completed transaction at your request, whether at our discretion or because the law requires it, we will retain the Card Fee. We will deduct it from the refund or invoice it separately.

We will refund the Card Fee in full where the refund results from:

(a) an error, mistake, or incorrect execution on our part;
(b) a material delay on our part, meaning that the Payment Amount was transferred to your Payee more than 5 Working Days after the processing time shown in the Application, and the delay was not caused by: (i) the Payee, its bank, or its systems; (ii) a scheme cut-off, bank holiday, or weekend; (iii) checks that the law requires us to carry out; or (iv) incorrect details that you gave us; or
(c) a failure, outage, or error of a Payment Processor or another third-party provider in our supply chain.

These exceptions do not apply to transactions that breach these Terms or form part of an abuse of the Service (see clause 9.4). Your statutory rights, including under the Payment Services Regulations 2017 and the Consumer Rights Act 2015, are not affected.

9.4 Card Fees where a payment is refused, reversed, or refunded because of a breach or abuse

If we refuse, reverse, or refund a payment because you have breached these Terms or abused the Service under clause 7.7, we will return the Payment Amount to your Card but retain the Card Fee, or deduct it from the amount returned. If we refuse a payment before it is processed, no Card Fee is charged and we will refund the full Transaction Amount.

Nothing in this clause affects your right to a full refund of the Card Fee under clause 9.3(a) to (c).

10. Chargebacks, disputes, and card protections

10.1 Your rights with your card issuer

These Terms do not limit your rights against your card issuer. This includes chargebacks, which are governed by card scheme rules, and statutory protections such as section 75 of the Consumer Credit Act 1974, where they apply.

10.2 Fair use of disputes

If you raise a dispute or chargeback for a transaction that you authorised, that we processed correctly, and for which the Payment Amount was transferred to your Payee, and you do so fraudulently or abusively (for example, by knowingly making a false claim), you must reimburse us for the losses we incur as a result. This does not apply to disputes raised in good faith.

11. Consumer and business use

11.1 Consumers

You are a consumer only where the bill, invoice, or contract relates to purposes that are wholly or mainly outside your trade, business, craft, or profession.

11.2 Business users

If the bill, invoice, or contract relates to any business activity, we treat you as a business user under these Terms.

11.3 Mandatory rights

Where you are a consumer, these Terms do not exclude or restrict any rights that the law does not allow us to exclude or restrict.

12. Our liability to you

12.1 What we are responsible for

If we fail to process a payment correctly because of our negligence or wilful misconduct, we will refund the Transaction Amount, correct the error, or both, as the circumstances reasonably require.

12.2 What we are not liable for

To the extent the law permits, we are not liable for losses arising from:

12.3 Limit on our liability for delays

Where we are responsible for a material delay under clause 9.3(b), our liability is limited to a refund of the Card Fee and, if the Payment Amount has not been transferred to your Payee, the Payment Amount. We are not liable for late fees, interest, penalties, or other charges that your Payee or any third party imposes on you because of the delay. This clause does not limit liability that the law does not allow us to exclude, including under the Payment Services Regulations 2017 and the Consumer Rights Act 2015.

12.4 Foreseeable losses only

We are liable only for losses that are a foreseeable result of our breach of these Terms.

12.5 Liability cap for business users

If you are a business user, our total liability to you for all claims arising from or relating to the Service in any 12-month period is limited to £2,500.

12.6 Consumer protections

If you are a consumer, these Terms do not limit or exclude our liability where it would be unlawful to do so.

12.7 Liability that cannot be excluded

Nothing in these Terms limits or excludes our liability for fraud or fraudulent misrepresentation, for death or personal injury caused by our negligence, or for any other liability that the law does not allow us to limit or exclude.

13. Your liability to us

13.1 Losses caused by you

You are responsible for losses that we reasonably incur as a result of your fraud, your deliberate breach of these Terms, or your unlawful use of the Service.

13.2 Indemnity (business users only)

If you are a business user, you agree to indemnify us against all losses, costs, claims, fines, penalties, and expenses (including reasonable legal fees) arising from your breach of these Terms, your fraud or deliberate misconduct, or your unlawful use of the Service. This includes third-party claims, chargebacks, card scheme penalties, and Payment Processor losses caused by that conduct.

13.3 Consumers

This Section 13 does not require a consumer to indemnify us, and does not make a consumer liable for losses except where the law permits.

14. Changes to the Service, fees, and these Terms

14.1 Reasons for changes

We may change the Service, our fees, or these Terms for any of the following reasons:

14.2 Notice of material changes

If a change has a material effect on the Service or on your rights, we will give you reasonable advance notice, for example by email or in the Application, unless the change is urgent or the law prevents us from giving notice.

14.3 Changes to fees and limits

We will give you at least 14 days' notice before we change your subscription fee, a Card Fee, a limit on a single payment, or your Monthly Limit. The notice will give the date on which the change takes effect. A change to a Card Fee or a limit applies to payments that you create on or after that date. A change to your subscription fee applies from your first renewal on or after that date. We may offer new subscribers prices that differ from those previously offered to other users.

14.4 Your right to cancel

If a change is to your disadvantage, you can cancel your Subscription Plan before the change takes effect. If you continue to use the Service after the change takes effect, you accept the change.

15. Suspension and termination

15.1 When we may suspend or terminate your account

We may suspend or terminate your account where we reasonably believe that:

15.2 Notice

Where reasonably practicable, we will notify you before we suspend or terminate your account, unless the matter is urgent or the law prevents us from doing so.

15.3 Effect of termination

If your account is terminated, you must pay any amounts that you owe us. We do not refund subscription fees that you have already paid, except where the law requires.

15.4 Return of funds

If your account is terminated or closed, we will return to your Card the funds for any payments that have not yet been processed, within 10 Working Days of completing any legal, fraud, or compliance checks. We cannot recall a Payment Amount that has already been transferred to your Payee.

16. Inactive accounts

If there is no activity on your account for two years, we may contact you to ask whether you wish to keep it. If you do not respond within 30 days, we may close your account.

17. Complaints and support

17.1 Contacting us

You can contact our support team at hello@dozopay.co.

17.2 Making a complaint

If you are unhappy with the Service, please email hello@dozopay.co with "Complaint" in the subject line, your account email address, and a description of the issue. We will acknowledge your complaint within 3 Working Days and aim to give you a final response within 15 Working Days. If we need longer, we will tell you why and when you can expect a response, which will be no later than 35 Working Days after we received your complaint.

17.3 Information requests

Please provide any information that we reasonably request so that we can investigate your enquiry or complaint. If you report unauthorised activity, we may ask you for supporting documents.

18. Intellectual property

We and our licensors own all rights in the Application and the Service. We grant you a personal, non-exclusive, non-transferable licence to use them for as long as you comply with these Terms.

19. Transfer of this agreement

We may transfer our rights and obligations under these Terms to another organisation. We will notify you if we do, and the transfer will not reduce your mandatory consumer protections. You may not transfer your rights or obligations under these Terms without our written consent.

20. Entire agreement, severability, and governing law

20.1 Entire agreement

These Terms, together with the documents listed in clause 1.3, form the entire agreement between you and us in relation to the Service.

20.2 Severability

If a court finds any part of these Terms invalid or unenforceable, the remaining parts continue in full force and effect.

20.3 Governing law and jurisdiction

These Terms are governed by English law. If you are a consumer, you may bring legal proceedings in the courts of the part of the United Kingdom in which you live.

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