Payment Conditions

01What these conditions cover

These payment conditions describe how collections administered by Connectum Europe Ltd appear on bank statements, how the underlying mandates operate, and the route to having any payment clarified, amended, or refunded. They sit alongside our Terms of Service and Privacy Policy and take nothing away from the statutory rights you hold under your bank’s SEPA direct debit scheme.

02The descriptor and your mandate

Collections we administer are executed by SEPA direct debit and show on your bank statement under the descriptor CONNECTUM EUROPE. No collection happens without a mandate — each one is tied to the name on the mandate, the IBAN it was set up against, and a client number.

If your statement shows CONNECTUM EUROPE next to a charge you cannot place, there is no cause for alarm: the steps below resolve it, normally within one business day.

03Working out what a charge is

There are two ways to identify a charge:

• 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 instantly.
• An email to [email protected] stating your name and client number — we will come back to you with the details of the transaction.

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

04Corrections and cancellations

Where a charge is wrong — the wrong amount, a duplicate collection, or a subscription you had already ended — tell us and we will put it right. A due correction is applied at the next collection cycle or refunded directly, whichever reaches you sooner.

An active subscription can be cancelled at any time, either through the account lookup on this website or by writing to [email protected]. Cancelling stops all future collections; it does not undo charges already validly collected for periods you received.

05Getting money back

If a collection was made in error, or you cancelled before the collection date, a refund is due. We acknowledge refund requests within one business day and pay them back to the same account the collection was taken from.

Separately from anything we do, the SEPA scheme rules entitle you 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 where a collection was unauthorised. We would encourage you to contact us first, because a direct resolution is almost always faster — but the right belongs to you and we will never discourage you from exercising it.

06If a charge remains in dispute

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

07How records are kept

Every lookup, amendment, cancellation, and refund is logged internally for compliance and audit, and mandate records are retained for the periods set out in our Privacy Policy. That protects both sides: any past transaction can be reconstructed and evidenced on request.

08Reaching us

Customer service: [email protected]. Post: Connectum Europe Ltd, 30 First Avenue, London, England, W10 4NL. We aim to answer every payment enquiry within one business day.