Payment Policy
Payment Policy
Last Updated: 3 July 2026
At pontelo, we want your payment experience to be simple, transparent, and secure. This policy explains which payment methods are accepted, how you can use them, and how your payment data is handled.
1. Accepted Payment Methods
pontelo accepts card payments exclusively via our payment service provider, Stripe.
Supported card types:
● Debit cards
● Credit cards
● Prepaid cards (where supported by the card issuer)
● Apple Pay
● Google Pay
Card payments are supported by the following networks: Visa, Mastercard, American Express, Maestro.
Accepted card payments are processed automatically at checkout.
2. Timing of Payment
The total invoice amount is charged upon completion of the order.
For card payments via Stripe, the amount is debited immediately after successful authorisation.
If payment fails, no order is placed. You may then attempt to complete your order again using a different card.
3. Currency, Prices and Taxes
All prices displayed on our website are:
● in British Pounds (GBP)
● final prices
All prices are inclusive of statutory value added tax where applicable, as indicated on the displayed prices.
Prices may vary depending on the selected product range.
4. Protection and Security with Stripe
Payment processing is carried out exclusively via Stripe, an internationally certified payment service provider.
Stripe offers, among other things:
● PCI-DSS certified security standards
● Modern encryption mechanisms
● Secure authentication procedures
pontelo does not store complete card or payment data on its own systems. Payment data is processed exclusively by Stripe.
Stripe’s privacy policy: https://stripe.com/privacy
5. Refunds
Refunds are issued, where technically possible, to the card used for the original payment. No fees are charged to you for a refund.
Depending on the situation, two scenarios apply:
● Statutory right of withdrawal: If you cancel your order under your statutory right of withdrawal, we will refund all payments received, including standard delivery costs, no later than 14 days from the day we are informed of your withdrawal decision, in accordance with our Terms and Conditions (Section 10).
● Voluntary 30-day return policy: For returns under our extended return policy, refunds are processed within 7 business days of receipt and inspection of the returned product, in accordance with our Return and Refund Policy.
Depending on your bank or card provider, additional delays may occur before the refund appears in your account, in addition to the timeframes stated above.
Return shipping costs are governed by our Return and Refund Policy.
6. Fraud Prevention
To prevent fraud and misuse, we reserve the right to:
● manually review certain orders
● cancel orders in the event of irregularities
● decline certain card payments
In such cases, we will contact you by email at support@pontelo.co.uk.
7. Changes to This Payment Policy
We reserve the right to amend this Payment Policy at any time. The version in force on our website at the time of your order shall apply.
8. Contact
If you have questions about payments, Stripe, failed transactions, or refunds, please contact us:
pontelo,
Dunsborough Park, Ripley, Surrey, GU23 6AL, United Kingdom.
Email: support@pontelo.co.uk
Phone: +44 20 7946 0958
Business hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. (London Time)