How do customers use Black Horse FlexPay?

Where can FlexPay be used?

Customers can use their account on partner merchant websites that offer FlexPay. They can find a list of participating merchants when they log on to their account in the app or on our website.

Is there a minimum spend?

Yes, to use FlexPay’s instalment plan options, the total spend (basket size) of each customer purchase must be at least £100. If a customer wants to use the flexible credit payment option instead of instalment payments, there is no minimum spend amount.

Can a customer make more than one purchase?

Yes, so long as the total cost of purchases is lower than the customer’s available credit limit. If a customer needs to buy a few items at once, they can add them all to the basket. Then at check out, when choosing a payment method, they can select one plan to pay for all the products together. Customers can use their FlexPay credit limit at any online retailer that offers FlexPay at checkout.

Can a customer pay in instalments?

FlexPay gives customers the option to pay for purchases with instalment plans, ranging from 3-48 months. Instalment plans can be offered with rates as low as 0%. Customers must make their scheduled payment every month to retain their instalment plan – if they don’t, we may cancel the plan and move the remaining balance to flexible credit charged at standard rates.

How does a customer make payments or check the balance on their account? 

Customers will receive a monthly statement by email with details of what they owe, their purchases and payments. Customers can set up a Direct Debit in their FlexPay account online or in the app. They can also make payments manually, by debit card or bank transfer, each month before their payment due date. We do not accept cash or cheque payments. To check the balance of their account, customers can refer to their monthly statements or by checking their account online or in the app. 

What happens if a customer doesn’t make payments on time?

FlexPay is a credit product, and customers are required to make their contractual payments. If a customer doesn’t make payments on time, they could lose their instalment plan and may have to pay late fees and interest. We may also share information about any missed payments with credit reference agencies. This may mean it will be more difficult for the customer to use other credit products in the future. Customers can find full details in the terms and conditions document they received when signing up.

Are there fees or charges for late payments? 

Yes. The customer may be charged a late fee for delayed payments.

What is a representative annual percentage rate (APR)?

A representative APR is the typical total cost of a credit product expressed as a percentage, spread over 12 months.

If a customer has questions, what is the best way for them to get in touch?

FlexPay customers can find contact details when they log on to their account on the website or in the app.  

When a customer cancels an order or returns a purchase, will they get a refund? 

Yes. As soon as the merchant registers a customer cancellation or return, we will process the refund the next business day. 

How does a customer manage their FlexPay account?

When a customer opens an account, they’ll receive emails explaining how to use and manage their FlexPay account, including logon details. They’ll be able to manage their account – such as updating their address or bank details – by using the website or the app, or over the phone. 

A customer can close their account at any time. If they’ve started using their account to make purchases, they’ll have to repay any outstanding balance and any interest before closing it. They’ll also have 14 days to close the account after they receive the email confirming their credit limit.  

Will customers receive a monthly account statement?

Yes, customers will receive a monthly account statement by email.  We want to avoid creating paper statements but customers can call us and request a paper copy if needed.