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Help Centre


Why can’t I pay?

There’s a variety of reasons why you might have difficulty paying, these include:

  • Insufficient funds
  • Incorrectly entered card information
  • Card registered outside of the UK
  • Unable to pass through 3D secure as set up between yourself and your bank

If your card is declined, we would recommend that you contact your bank as the first port of call to ensure that there are no issues with your payment card or balance. If you have done this and you’re still having issues, get in touch with us and we’ll take a look into it for you.

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What cards do you accept?

We currently accept payment on our website via credit or debit card only.

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Why is my payment showing as pending but I have not received my policy documents?

If you have a payment showing as ‘pending’ in your account, this will be due to one or more of your payment attempts having failed when making your purchase. Your bank will be trying to confirm whether the payment will be taken by us. This is called Ring-fencing and is very common with banks in this scenario. For more information on how long your bank will take to release this back into your account, you’ll need to speak with your bank directly.

If your payment is pending and your policy documents have not come through then this could mean your policy is not live – we’re here to help! So please submit a query to us via the Contact Us page

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I’ve found a payment I don’t recognise, what should I do?

In the event you have located a payment that you do not recognise, if you feel it could be a fraudulent transaction. We will be unable to provide you with any details in relation to the transaction due to the Data Protection Act 2018. However, in these circumstances, we would ask that you contact your bank as soon as possible who will then liaise with us directly and follow the due process to help you reclaim the funds. If you believe that your details have been compromised we also suggest contacting  Action Fraud (https://www.actionfraud.police.uk/) who will provide you with a crime reference number.

We will cooperate fully with the authorities in any resulting investigation and can disclose all information they require. You may find the following  section of the Action Fraud website particularly useful with regard to debit card fraud: https://www.actionfraud.police.uk/a-z-of-fraud/debit-card-fraud

We’re sorry for any inconvenience caused and should you have any further queries, please do not hesitate to get in touch.

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How do I cancel my policy?

If your policy is for 30 days or less you may cancel this policy at any time, however, due to the short-term nature of this policy, there will be no refund available. You can cancel anytime by contacting us here.

For more information, please read our Refund Policy.

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Why can’t I get a refund?

Our short-term policies are non-refundable in line with the FCA Guidelines on short-term insurance policies. Once the Insurance is set up as per your request, all associated costs are paid to the MID, Insurer, and relevant agencies to organise this for you, and therefore will not be returned.

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