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Terms & Conditions

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Terms & Conditions | Privacy & Cookies Policy

Our terms and conditions have not changed, but we’ve changed the name of our product from PayQwiq to Tesco Pay+.

Terms and conditions and privacy policy

These terms and conditions and our privacy policy (together the “Terms”) govern your use of Tesco Pay+ and your relationship with Tesco Personal Finance Plc trading as Tesco Bank, who operate Tesco Pay+.

Our privacy policy also outlines how we may use the information we collect about you and what your rights are in relation to the information we hold about you.

What is Tesco Pay+ and where can I use it?

Tesco Pay+ is a service which enables you to pay for purchases in participating Tesco stores using a mobile phone. Tesco Pay+ works with your existing credit and debit cards, whether or not you Bank with Tesco.

Visit tesco.com/pay-plus for an up-to-date list of the participating stores.

Who can use Tesco Pay+?

You’ll need a Tesco.com account to register for Tesco Pay+.

How do I register for Tesco Pay+?

You can create and manage an account at tesco.com/pay-plus or by using the Tesco Pay+ app (the “App”).

You can create a Tesco Pay+ account by entering your Tesco.com username and password. You’ll need to create a 4-digit PIN and enter the details of the debit or credit card or cards you want to use.

You can add any Visa, Visa Debit, Visa Electron, MasterCard, MasterCard Debit, Maestro or American Express.

Once your account is set up, you can add or remove cards, change your PIN and decide which of your cards is your default. If you need to change any of the details of your Tesco.com account, you’ll need to sign in at Tesco.com.

If we are unable to verify your card information when added via the App or online, we may ask you to authenticate in-store in person before you can use Tesco Pay+.

How do I make a purchase with Tesco Pay+?

When you’re ready to make a purchase, you can use the App to generate a code which can be scanned at the till. The payment will come off your card as normal.

Are there limits on the purchases I can make with Tesco Pay+?

Payments made with Tesco Pay+ are subject to your personal card limits (set by your card issuers) and are restricted to a single transaction limit of £250 per account, and a cumulative limit of £500 per account for all transactions over the previous seven days. You won’t be able to use Tesco Pay+ over these amounts.

What type of device do I need to use Tesco Pay+?

You’ll need to download the App to use Tesco Pay+. The App is only available on Apple and Android devices. We don’t currently support any other mobile platforms.

You can install the App onto a maximum of two devices. For security purposes, we will collect the unique identifier of the device(s) onto which you install the App.

You should only download the App from the App Store or Google Play – it’s the only way you can be sure you’re downloading the right app and we won’t be liable if you download from anywhere else.

The page for the App in the App Store or Google Play will tell you which devices and operating systems are supported. We’re constantly updating the App, so we may stop supporting devices or operating systems at any time.

You should only use Tesco Pay+ on your own device. You shouldn’t install it on anyone else’s device.

Do not use Tesco Pay+ on devices that are rooted or jailbroken – we believe it makes them less secure and we can’t guarantee that Tesco Pay+ will work, or that your data will be secure. Our systems can detect some methods of rooting or jailbreaking – if they do, we may stop you from using the App.

How does my Tesco Pay+ link up with my Clubcard?

The Clubcard associated with your Tesco.com account will be automatically registered to Tesco Pay+. When you make a purchase, you won’t need to present your Clubcard (or your Colleague Clubcard if you have one).

Protecting your accounts

What should I do to keep my Tesco Pay+ account secure?

You must:

  • Keep your security details secret (this includes your Tesco.com user name and password, and your App PIN) and take reasonable precautions to prevent them becoming known to another person;

  • Take reasonable steps to maintain the security of your device, for example:

    • Make sure your App PIN is different from any 4-digit PINs you use elsewhere, and cannot be easily guessed (for example do not use 4 consecutive numbers, your date of birth or phone number). We recommend you do not use the same 4-digit code that you use for any bank cards;

    • Make sure your device is locked when you’re not using it;

    • Keep your device free of viruses, malware or spyware;

    • Avoid using unsecure or unencrypted Wi-Fi when accessing your Tesco Pay+ account or using the App and only use public Wi-Fi hotspots if you know they are safe;

You must not:

  • Write down, record or store your PIN;

  • Let anyone else use Tesco Pay+ on your device, use your Tesco Pay+ online account, or use your device while you are signed in to the App or your Tesco Pay+ online account;

  • Leave your device unattended after you have signed into the App or your Tesco Pay+ online account.

What about refunds or returns?

Returns and refunds are subject to Tesco's standard returns and refunds policy. To claim a refund, return the item to a participating Tesco store. Your payment will be refunded via Tesco Pay+ to the card which you made the purchase with. If you have any questions or need to discuss a refund, you can contact the Tesco Pay+ customer support team on 0330 123 02500330 123 0250.

What should I do if my device is lost or stolen?

If your device is stolen or lost, you must immediately deactivate your Tesco Pay+ account by locking it via your online account, by emailing pay-plus@tesco.com or by calling us on 0330 123 02500330 123 0250 (Monday to Saturday 8am to 8pm and Sunday 9am to 6pm).

What should I do if I think my Tesco Pay+ account has been used without my permission?

If you see transactions on your account which you don’t recognise, you must inform your card issuer(s) immediately. Contact details for your card issuer can be found on their website(s).

You must also immediately contact the Tesco Pay+ customer services team by email at pay-plus@tesco.co.uk or by calling us on 0330 123 03040330 123 0304 (Monday to Saturday 8am to 6pm and Sunday 10am to 6pm) - we will assist you in locking your Tesco Pay+ account. In addition we recommend you lock your Tesco Pay+ account online by signing in to www.tesco.com/pay-plus .

Are there times when I won’t be able to use my Tesco Pay+ account?

If we have reasonable grounds to suspect that the security of your Tesco Pay+ account or of your device has or may be compromised, we may block your account by remotely locking it. We'll only do this if we reasonably think it's necessary because:

  1. We believe your Tesco Pay+ security details have been compromised;

  2. We believe that the security of your device has been compromised; for example if it has been rooted or jailbroken;

  3. We suspect fraudulent or unauthorised use of your Tesco Pay+ security details.

We can stop you using Tesco Pay+ if we reasonably believe that you have broken these Terms. If we do this, we will try to give you notice but in some situations we may stop your access straight away.

You may terminate the Agreement at any time and with immediate effect by contacting us, or by deleting your cards from your account, and deleting the App.

We may end Tesco Pay+ at any time on providing you with reasonable notice of our intention to do so.

What about system maintenance?

There may be times, planned or unplanned, when Tesco Pay+ is unavailable or restricted due to scheduled or unscheduled system maintenance. If we need to suspend or restrict access to, or update Tesco Pay+ we will take reasonable steps to minimise any disruption to you.

We are not responsible for any lack of functionality or failure to provide Tesco Pay+ or any loss of content or data that is due to your equipment, devices or the internet connection.

What about changes to terms and conditions?

We’re always improving Tesco Pay+ and we may update the Terms from time to time and any changes will be notified to you either via the email address provided by you on registration, via an announcement on the www.tesco.com/pay-plus website or via an in-App notification.

We’ll give you as much notice as we can, so you can decide if you want to keep using Tesco Pay+, if but if you do not wish to accept the new Terms you’ll have to stop using it.

If you continue to use Tesco Pay+ after the date on which the changes come into effect, Tesco Pay+ indicates your agreement to be bound by the new Terms.

Our liability to you

We will not be liable if we break this agreement due (directly or indirectly) to:

  • abnormal and unforeseen circumstances outside our control the consequences of which would have been unavoidable despite our best efforts - this may include the failure of any machine, data processing system or transmission link or delays and failures due to industrial action;

  • our obligations under UK or European Union Law.

We will not be liable to you:

  • for any loss or damage you incur due to: a lack of funds, exceeding maximum withdrawal limits set by your card issuer(s), any failure of third party data processing systems, or where malware or a virus is present on your device or a failure of the internet connection;

  • for any loss of profits, sales, business or revenue, loss of anticipated savings, loss of business opportunity or goodwill in any circumstances.

Nothing in this agreement will stop us being liable if we act fraudulently, with gross negligence or we are at fault and the law does not permit us to limit or exclude our liability.

Nothing in the Agreement excludes or limits our liability for death or personal injury resulting from our negligence or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Each of the paragraphs in the Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect. If we choose not to enforce any terms and conditions under this agreement, we will be able to apply them again at any time.

Other important information

The Terms shall be governed by and construed in accordance with English law and any disputes will be referred to the English courts. However, if you are resident in Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are resident in Scotland, you may also bring proceedings in Scotland.

The Terms are between you and us. You may not transfer your rights or your obligations under these Terms to anyone else without our written permission. We may transfer our rights and obligations under our agreement with you to another company in the future, but this will not affect your rights or our obligations to you under the Terms.

Company Registration No. 519500, VAT No. GB220 4302 31

Tesco Pay+ is operated by Tesco Personal Finance Plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Registration Number is 186022. You can check this on the FCA’s Register by visiting https://register.fca.org.uk/ or by contacting the FCA on 0800 11167680800 1116768. Tesco Bank is a trading name of Tesco Personal Finance plc. Registered in Scotland No. 173199. Registered office: Tesco Bank, 2 South Gyle Crescent, Edinburgh EH12 9FQ

How to contact us or make a complaint

If you have any queries or would like to make a complaint, please let us know. You can contact us by email on pay-plus@tesco.com or by telephone on 0330 123 02500330 123 0250* – we are available Monday to Saturday, 8am to 8pm and Sunday from 9am to 6pm. We will try to resolve any problems as quickly as possible and in accordance with our complaints policy, which is available on request.

As an online customer you have the right to raise any unresolved complaints via the EU Commission’s Online Dispute Resolution platform, an alternative dispute resolution body will be appointed to deal with your complaint, please go to https://webgate.ec.europa.eu/odr/

Calls to 03 numbers may be included as part of any inclusive call minutes provided by your phone operator.

Last update: 11 September 2017