Payment Conditions

01Scope of these conditions

These payment conditions explain how charges administered by Bonfida Signature Ltd appear on bank statements, how mandates work, and how to have a payment clarified, amended, or refunded. They apply alongside our Terms of Service and Privacy Policy and do not limit any statutory right you hold under your bank’s SEPA direct debit scheme.

02Bank descriptor and mandates

Payments we administer are collected by SEPA direct debit and appear on your bank statement under the descriptor BONFIDA SIGNATURE. Every collection is made under a mandate connected to your name, your IBAN, and a client number.

If the descriptor on your statement reads BONFIDA SIGNATURE and you do not recognise the charge, do not worry — the sections below describe exactly how to resolve it, usually within one business day.

03Identifying a charge

You can identify a charge in two ways:

• Use the account lookup on this website — enter your first name, last name, and IBAN exactly as they appear on your bank mandate to see your charges and subscriptions.
• Email our customer service at [email protected] with your name and client number. We will revert with information about the transaction.

Contact our customer service to clarify and amend payments with SEPA direct debit.

04Amendments and cancellations

If a charge is incorrect — wrong amount, duplicate collection, or a subscription you have already ended — contact us and we will amend it. Where an amendment is due, we correct the position at the next collection cycle or refund the difference directly, whichever is faster.

You may cancel an active subscription at any time through the account lookup on this website or by writing to [email protected]. Cancellation stops future collections; it does not affect charges already validly collected for periods you received.

05Refunds

Where a collection was made in error, or you cancelled before the collection date, you are entitled to a refund. Refund requests are acknowledged within one business day and processed to the same account the payment was collected from.

Independently of anything we do, SEPA scheme rules give you the right to ask your own bank for a no-questions-asked refund of an authorised direct debit within eight weeks of the debit date, and up to thirteen months for an unauthorised collection. We would ask that you contact us first — resolving the matter directly is almost always faster — but that right is yours and we will never discourage you from using it.

06Disputed charges

If, after our clarification, you still believe a charge is not yours, tell us in writing. We will freeze further collections under the affected mandate while we investigate, share the mandate evidence we hold, and confirm the outcome to you in writing. Investigations are normally completed within five business days.

07Record keeping

Lookups, amendments, cancellations, and refunds are logged internally for compliance and audit purposes, and mandate records are retained for the periods described in our Privacy Policy. This protects both you and us: any past transaction can be reconstructed and evidenced on request.

08Contact

Customer service: [email protected]. Post: Bonfida Signature Ltd, Flat 25 Thurso House, Randolph Gardens, London, United Kingdom, NW6 5EL. We aim to answer every payment enquiry within one business day.