Information for payers

Why you are seeing Kalplex

A business you pay uses Kalplex to manage its SEPA Direct Debits. Kalplex is the software that business uses — it does not take money from you.

The business is the creditor named on your mandate. Your payments are processed by GoCardless, a regulated payment provider, and your bank statement may show the business's name or GoCardless.

Your rights under SEPA Core Direct Debit

• The business must tell you the amount and date of each payment in advance — normally at least 14 days before.
• You can ask your bank for a refund of any Direct Debit payment within 8 weeks of the date it was taken, with no questions asked.
• If a payment was taken without your authorisation, you can ask your bank for a refund for up to 13 months.
• You can cancel your mandate at any time by contacting the business or your bank. Cancelling stops future collections but does not cancel any amount you still owe.

GoCardless explains Direct Debit for payers in its guide for payers, and its payer terms apply to the mandate setup pages.

Your personal data

The business you pay controls your personal data. Kalplex stores your name, email address and payment records for it. Your bank details are collected and held by GoCardless under its privacy notice. See our Privacy Policy for more.

Questions or problems

Contact the business you pay first — it can change, pause or refund payments. If that does not resolve things, see our complaints process.