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Terms of Use

Our Purpose

To improve the financial wellbeing of everyone[1], by helping everyone be more in control of their money coming in and their payments going out.

Tall order, we know. Here’s how – by enabling:

  • payers to simply and securely see what they’ve been asked to pay, trust who’s asking, and then choose how and when they make or don’t make payments;
  • billers – individuals and businesses, big and small (we’re not size-ist) to simply, securely, and cost effectively provide information to, and request payments from, customers using the minimum amount of private financial information (and storing what little we do need absolutely securely); and
  • billers (both people and all kinds of businesses, just like before) to understand the status of their payment requests, and to have their money direct into their account in real time, cheaply and definitively.

[1]We thought about who we wanted to help, and came up with this list: individuals, businesses (big, small and medium), social enterprises, charities, community groups and the public sector….so it just seemed simpler to say “everyone”.

The big picture version

Play fair

Everyone using the Ordo Service shall behave fairly and considerately, resulting in senses of wellbeing all round: you over your finances and us for having helped.

Read on for more detail or crack on with using the Ordo Service in accordance with our terms.

Using Ordo to help you make payments

The Ordo Service helps deliver bills and payments in an instant simply, swiftly and securely. When you want to pay a bill or a request-for-payment (we call these smart requests) you’ve received through the Ordo Service, we’ll take you into your bank’s secure domain to complete your bank’s secure payment process to confirm your payment to get that bill paid and dusted (we love a bit of dusting).

You can view and manage your bills and payments any time, all the time, from the smart requests inbox in our app, if you’ve signed up on the web or, if you’ve not signed up yet, the specific smart request through the link you were sent.

Being a biller in Ordo

If you want to send people smart requests (we call this being a biller in Ordo) we need to know you have access to the account you want to be paid into. Once this is verified, to give your payers peace of mind that they’re paying the right person, we display the name of your account to your payers.

You don’t need to do anything for any of this, we will do a look up of your account you want to receive money into when you sign up as a biller so we can play back this account name to your payers. After this, we only ever do a look up on your your account again when we need to check it’s still the account you want to receive money into….so your money lands exactly where you want it to. No money is transferred or deducted, not even a test penny.

A bit more detail (for those that like that sort of thing)

What’s Ordo’s side of the bargain?

Privacy and Security – our bedrock

We’re a new company, so we built not this city but Ordo:

  • to need minimal information from its users,
  • with privacy at the forefront and heart of our design and technology, and
  • with the security of everything in the Ordo Service a top priority.

What is Ordo?

The Ordo Service provides everyone with a smarter way to pay and be paid. It enables you to pay bills/requests-for-payment (we call them smart requests) simply, swiftly and securely, without sharing any of your financial security information (because that’s between you and your bank). The Ordo Service enables you to flexibly view and manage your smart requests (sent and received) in one place. We hope this will help you keep on top of what you’ve got coming in, and how much you’ve got going out, to who and when.

When you’re owed some money (we call this being a “biller”), the Ordo Service allows you, as a biller, to send your bill via a secure message (a smart request) to the person owing you some money to let them know how much to pay you and what your smart request is for. Your message is encrypted end to end (not even we can see it), you choose the account the money will be paid into and your account details are never revealed to your payer. So when your payer pays, the money goes to the exact account you want with all the right referencing making a biller’s heart sing and a payer’s mind peaceful.

The secure message may contain an invoice, a specific message from the biller, a small video or other attachment, all encrypted, to help biller and payer know what the smart request is for.

What messages might I get from Ordo?

We’re against spam (and not huge fans of corned beef). We do not pass your information to anyone other than our expert technology partners and even then it’s only so they can help us run the Ordo Service, not so they can spam you or pass or sell your info to anyone else. This is another bedrock commitment to you, no sharing of your data with anyone other than our partners and for no reason other than to provide you with the Ordo Service and make the Ordo Service even better.

So the only messages you’ll get from us are notifications telling you when you’ve received a smart request or money in (if you choose to allow these), service messages which are essential stuff that’s going on with the Ordo Service (not marketing) and, if and only if you’ve signed up to it, certain marketing messages which you may find mildly entertaining. You can change these choices at any time, and time and time again, if you want.

What’s your side of the deal?

Registration – general overview

By continuing to use the Ordo Service you agree to abide by our terms (which we think are fair). So that the Ordo Service works well for everyone, you will register a current email address and mobile phone number, and you will update these details if you change them. You can add additional addresses and numbers if you want to. You agree to receive SMS messages and emails in order for us to carry out a verification and an access check when you register, when you update details and, for account balance display services, every 90 days – so that we can continue to get balance information from your bank(s) and show it to you in one place. We do a verification check to ensure you have access to the email address(es) and mobile phone number(s) you’ve registered with us. We will only do this for verification purposes, eg when you change your details or forget your password (who doesn’t?!), we promise not to bombard you.

Registering – as a payer:

If you only want to receive smart requests and pay people, we only need your mobile number and email; that’s it, no bank account details, secret questions or memorable information you’ll definitely forget. If you like using Touch or Face ID, you can set this up for the security step before making a payment (you’ll need your finger, thumb or face), or you can set up a password or pin if you prefer….don’t worry, it’s all in the set up process, which we’ll take you through step by step.

Why does Ordo need my email and phone number?

We need a communication channel, and this is how you’re addressed and reached in the Ordo Service, so people can easily send and receive smart requests and payments to and from you. We need both so that if someone tries to bill you and they only have one, they can still reach you. If you use our account information service, we’re required by law (the Payment Services Directive 2 – which was written to protect you and put you back in control of your finances) to ask you for your consent to carry on displaying your account information to you every 90 days.

Registering – as a biller:

If you want to be able to send smart requests and be paid through the Ordo Service, we also need to know the sort code and account number of the account you want to be paid into and know that you have access to that account. We need to know the name on that account and, if you’re an incorporated business, your address; we need this information so we can do our bit to weedle out money launderers and give payers confidence that all billers are who they say they are. We do this via Open Banking, which is a government backed initiative to innovate how we all do payments in the UK.

Acceptable Use of Ordo – the legal bit:

We’ve worked really hard to build our compay Ordo and the Ordo Service, to make the Ordo Service safe and useful for society, and we don’t want it ruined. To help us with that, you will:

use the Ordo Service only in accordance with these terms and our policies (as are available on our web site and as may be updated every now and then to keep them relevant). If you breach our terms or policies, we may take action with respect to your account, which could include disabling or suspending your account and, if we do, you must not create another account without contacting us first and following our written confirmation of permission;

access and use the Ordo Service for only legal, authorised, and acceptable purposes. You will not use (or assist others in using) the Ordo Service in ways that: (a) violate, misappropriate, or infringe the rights of Ordo, our users, or others, including privacy, publicity, intellectual property, or other proprietary rights; (b) are illegal, obscene, defamatory, threatening, intimidating, harassing, sexually explicit, hateful or offensive, or instigate or encourage conduct that would be illegal or otherwise inappropriate; (c) involve communicating falsehoods, misrepresentations, or misleading statements; (d) impersonate someone; or (e) involve sending illegal or impermissible communications, or sending smart requests to people who do not owe you money or who would not reasonably be expecting to hear from you in such a way;

not (or assist others to) directly or indirectly, whether through automated means or otherwise, use, access, distribute, grant a licence or sub-licence (or purport to distribute, grant a licence or sub-licence), copy, modify, adapt, create derivative works from, or otherwise exploit Ordo and/or the Ordo Service in impermissible or unauthorised manners, or in ways that harm, burden, impair or damage us, our staff, any of our property (including intellectual property), reputation, systems, users, or others, or potentially do so; and

not (or assist others to) directly or indirectly, whether through automated means or otherwise: (a) reverse engineer, decompile, or extract code (in whole or in part) from Ordo or the Ordo Service; (b) send, store, or transmit viruses or other harmful computer code through or onto the Ordo Service; (c) gain or attempt to gain unauthorised access to the Ordo Service; (d) interfere with or disrupt the safety, security, or performance of the Ordo Service, our systems or platform; (e) create accounts for use in the Ordo Service through unauthorised or automated means or circumvent our anti-money laundering or anti-fraud measures or attempt to do so; (f) abuse the Ordo Service (or attempt to do so) by collecting information of or about the system or its users in any impermissible or unauthorised manner; (g) sell, resell, grant a licence or sub-licence, distribute or charge or purport to take any similar actions for Ordo when you are not authorised in writing by us to do so; (h) create software, a platform or APIs that function substantially the same as the Ordo Servicehaving copied the Ordo Service and offer them for use by anyone else in an unauthorised manner.

Fair Use:

We want the Ordo Service to work well for everyone and society (that’s what we’re in business for, see our Purpose at the beginning). As such, you will use the Ordo Service for its Purpose and not abuse it which may include (but is not limited to the things we’ve thought of and listed) spamming, sending smart requests to people who you don’t know or aren’t your customers or would not reasonably be expecting to hear from you in such a way, sending marketing when people have not agreed to this or abusing the pay in part or extend my bill date functions, or things like that that would make people miserable unfairly. If we think you may not be using the Ordo Servicefairly we will first of all contact you, and then we may need to suspend or close your account if we can’t work things out.

Payment for smart requests

Unless otherwise stated, prices for smart requests include VAT at the applicable rate if appropriate. You shall be responsible for any other taxes, charges and fees applicable and we have no liability for this.

Any payment due to Ordo must be made by paying the smart request we send you when you place your order for smart requests which is accepted by us, unless otherwise agreed in advance in writing with us, and is non-refundable. You warrant that all details provided to us for the purpose of your order and its delivery will be correct. Payment in full will be smartly requested at this time and at the point of our receipt (or as reasonably practicable thereafter) we will credit you with the relevant number of smart requests and/or bundle of smart requests and a contract in relation to the purchase of them will be in place between us.

We will take all reasonable care to keep the details of your payment secure. However, save where we have acted negligently, we cannot be held liable and disclaim all liability howsoever arising for any loss you may suffer if a third party gains access to any data you provide when accessing or initiating a payment through the Ordo Service.

In the event that your payment details belong to someone else or we suspect fraudulent activity, we may terminate your account at any time without notice and provide your details to the relevant authorities – it’s the right thing to do.


You and we need to grant each other rights to use each other’s stuff, so that you can use the Ordo Service and we can deliver the Ordo Service to you. Here’s how’s it’s divvied up:

What’s yours: We don’t claim ownership of the information (including any attachments) that you send through the Ordo Service. You own this and keep it; you must have the rights to the information you send through the Ordo Service and the right to grant us the access we need (a licence) to your information to allow us to deliver it through the Ordo Service for you. The licence you grant us over your information for this purpose is a worldwide, non-exclusive, royalty-free, sublicensable, and transferable licence to use, reproduce, distribute and display the information (including the content) that you upload, submit, store, send, or receive through the Ordo Service. The rights you grant in this licence are for the limited purpose of providing the Ordo Service to you; we have no other rights over your stuff, we won’t do anything else with it nor will we pass or sell your data to anyone outside of Ordo (including our technology partners who we have contracts with and who we make take good care of your data). Everything that goes through the Ordo Service is encrypted so we can’t see anything that’s sent.

What’s ours: We own all copyrights, trademarks, domains, logos, trade dress, trade secrets, patents, and other intellectual property rights associated with Ordo and the Ordo Service. You may not use our copyrights, trademarks, domains, logos, trade dress, patents, or other intellectual property rights unless you have our prior express written permission and in accordance with our brand purpose, guidelimes and values. Like you granted us a licence, we grant you a limited, revocable, non-exclusive, non-sublicensable, and non-transferable licence to use the Ordo Service, subject to and in accordance with these terms. This licence is for the sole purpose of enabling you to use the Ordo Service as we describe in these terms. No other licences or rights are granted to you by implication or otherwise.


Limitation of our liability 

Ordo is our business that we started from scratch and so we try to make it as good as we can for as much of the time as is possible. Legally what this means is, we will use our reasonable endeavours to run the Ordo Service 24 hours a day, 7 days a week, and we will use reasonable care and skill. We would be unrealistic (and silly) to claim that everything will be perfect all of the time, so we have the following parameters:

  • the Ordo Service is provided on an “as is” and “as available” basis;
  • we can’t and don’t make any warranties, claims or representations with respect to the Ordo Service including, without limitation, quality, performance, non-infringement, merchantability or fitness for use for a particular purpose. We do not represent or warrant that availability or use of the Ordo Service will be uninterrupted, timely, secure, error-free or virus-free. We do not accept responsibility or liability for a failure of your mobile network, or internet provider, or any losses or damage suffered as a result, as this is outside our control and your responsibility (as well as keeping all such connecting devices safe and secure and paying any mobile, data and/or internet connection and service charges);
  • we will use reasonable endeavours to ensure that the Ordo Service doesn’t contain or spread any viruses or other malicious code. However, for good order and to help keep everyone as safe as everyone can be, we recommended that you virus check all information and devices and regularly check for the presence of viruses and other malicious code. We exclude to the fullest extent permitted by applicable laws all liability in connection with any damage or loss caused by computer viruses or other malicious code originating or contracted from the Ordo Service;
  • you should note that the transmission of information via the internet is not completely secure and, aside from possibly receiving an emailed or SMS invitation to join the Ordo Service, we have our own secure network and do not use the public internet, and we do everything we can to keep all the information we have safe and secure. We believe the steps and precautions we are take are appropriate technical and organisational measures to guard against unauthorised or unlawful processing of your personal data and against loss or destruction of, or damage to, your personal data but we can’t guarantee the security of your personal data. Any transmission of personal data is at your own risk. We are not responsible for circumvention of any privacy settings or security measures contained on our platform and we exclude to the fullest extent permitted by law all liability in connection with the circumvention of any privacy settings or security measures contained on our platform; and
  • where you are using our account information service to give you a view of your accounts, balances and payments, we are not responsible for the accuracy of information we receive from the organisations that you have accounts with, we will relay the exact information we are given.

The Ordo Service may include information and attachments from billers and links to other websites (eg the web site of the business sending a bill). However, these will have been submitted by the biller and we don’t see them (this protects your privacy) and we’re therefore not responsible for the information, content, link, content of any external website or the conduct of any business or individual generating any such information, attachments, links or websites.

We will not be liable in the event the Ordo Service is proven to be faulty unless a claim is notified to us in writing (including all the details we would need to identify the smart request(s), payer and biller involved) within 35 days of the smart request in question being sent (if a complaint is being made by the biller) or read (if a complaint is being made by a payer). In the case of a valid claim, we’ll follow our complaints policy. We will have no further liability to you in respect of that claim.

If something has gone awry, we’re sorry about that. We’d like it very much if you’d get in touch so we can work it out. Drop us a line at support@ordopay.com so that we can do our best to help

If you feel like you want to make things more formal and raise a complaint, we’re here to get things resolved equally as quickly and you should get in touch with us also at: support@ordopay.com.

We, our agents, directors, officers, shareholders, employees and subcontractors of us and our subsidiary will not be liable to you or anyone else, whether in contract, tort (including negligence, breach of statutory duty or other tort) or otherwise, for any:

  • loss of revenue, data, sales or business, agreements or contracts, anticipated savings, profits, opportunity, goodwill or reputation, or for any business interruption;
  • loss or corruption of data; or
  • indirect, special or consequential loss, damage, costs or other claims, howsoever caused or arising, including where arising directly or indirectly from any failure or delay in performing any obligation under these terms caused by matters beyond our reasonable control. Except as expressly stated elsewhere in these terms, all representations, warranties, conditions and other terms, whether express or implied (by common law or statute) are hereby excluded, except in the case of fraud, death and personal injury, or where such exclusion is not permitted by law.

Our aggregate liability relating to you, arising out of or in connection with our terms, us or the Ordo Service, shall be limited to losses that are reasonably foreseeable and which arose because of our breach of these terms or negligence (except in relation to death, personal injury, or fraudulent misrepresentation which we do not limit) and will not exceed the amount you have paid us in the past twelve months.

All views of your payments, accounts and smart requests (sent and received) and all the payment capability within the Ordo Service are to help you manage your own payments and finances. We do not recommend any particular action (or inaction), we’re not your advisors, you need to make your own decisions about your own payments, accounts and finances.

The Ordo Service is the instant and secure messaging and communication service allowing billers and Payers to simply, swiftly and securely send and receive bills and payments. Ordo is not responsible for collecting or holding money, lending or ensuring bills are affordable, paid, actioned or read.

Indemnification – covering our losses

You will indemnify us (which means you’ll cover our losses), our subsidiary, and our directors and officers from any and all third party claims, liability, damages, expenses and costs (including, but not limited to, reasonable solicitors’ fees) caused by or arising from your use of the Ordo Service, your violation of these terms or your infringement of any intellectual property or other such right of any third party.

Ordo availability

We think there are limited circumstances when the Ordo Service will not be available. We’ll keep a keen eye on what needs improving and fixing and that means we may add or remove services, features and/or functionality over time, or we may discontinue support of certain devices and platforms; and the Ordo Service may be interrupted, including for maintenance, repairs, upgrades, or network or equipment failures sometimes (rarely, we hope). If we make the decision to discontinue some or all of our services, including certain features and the support for certain devices and platforms, we’ll give you 30 days’ notice (unless this isn’t practical). Events beyond our control may also affect the Ordo Service, we call these force majeure events. If a force majeure event occurs, we apologise for any inconvenience it may cause and you can be assured that we’ll be on it working to get the Ordo Service back up and running asap. We’ll not be liable for the non-provision of the Ordo Service or any losses, howsoever arising, as a result of a force majeure event.

Termination – when we want to go our separate ways

You leaving us: We love the Ordo Service and we hope you do too and that you’ll stick with us and tell us when we’ve done anything you really like, or really don’t like (we hope there aren’t too many of these). If you do want to leave, we’re ok, we understand these things happen, and you can delete your account at any time for any reason (or no reason) in Settings. 

Us leaving you: We may need to call it off sometimes if we have really good reason to, in which case we may modify, suspend, or terminate your access to or use of the Ordo Service anytime for suspicious or unlawful conduct, including for fraud, or if we reasonably believe you breach our terms or create harm, risk, or possible legal exposure for us, our users, or others. If we do this, the following clauses will still be in existence between us and will survive any termination of our relationship: Licences,  Indemnification, Limitation of our Liability, Ordo Availability, Termination, and Legal and Definitions. If you believe your account has been terminated or suspended by mistake, please contact us support@ordopay.com.



What does Ordo do about protecting its users from abusers of Ordo?

Everyone that uses the Ordo Service agrees to use it in accordance with our terms, which include behaving fairly and considerately. We have designed the Ordo Service to be safe and secure from a technology perspective, and we work to protect the use of the Ordo Service by system monitoring for inappropriate behaviour. We think that, and by charging to send a smart request, this will deter spamming and any attempt at potentally intimidating behavior. Also, users can block billers if they choose to. We prohibit misuse of the Ordo Service and breaching our terms and policies and will take action as appropriate where we become aware of such activity, this action could include contacting and working with relevant law enforcement bodies. In the event outside law enforcement bodies become involved, we will share relevant information with them when we’re required.

How old do I have to be?

If you have a bank account we’ll happily have you on board the Ordo Service. You agree to be bound by these terms and our policies when using the Ordo Service ….for keeping everyone as safe as we can and so that the Ordo Service works for everyone. You’re never too young to learn to manage your finances and benefit from the zen like financial peace of mind that comes from knowing you’re completely on top of all things payments.

Do I have to keep updating your app?

In order for the Ordo Service to work well for everyone, you will manually or automatically download and install updates when available. We need this in order to keep the Ordo Service secure, up-to-date and relevant and useful for everyone.

How much does Ordo cost?

We don’t charge to be a payer in Ordo.

If you want to send smart requests and be paid through the Ordo Service (being a biller), individuals may be eligible to receive a limited number of complementary smart requests.

Otherwise, bundles of smart requests are available to purchase and you can top up easily any time.

Can I use Ordo on hols or whenever I go outside of the UK?

Yes and we’d absolutely love that! Just a note: we’ve designed and built it for the UK and it complies with all laws in the UK; there may be some differences abroad and you’re responsible for your use of it abroad, and any mobile/internet/data charges that may crop up because you’re away.

A few last Legal bits

  • Unless we’ve entered into a contract specifically, these terms make up the entire agreement between you and us regarding Ordo, and they supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, and you confirm you haven’t entered into this agreement on the basis of or relying on any of these.
  • The Ordo Service is not intended for distribution to or use in any country where such distribution or use would break local law or would subject Ordo or the Ordo Service to regulations in another country.
  • Any amendment or waiver to these terms requires our prior written consent. You always have the right to delete your account and we’ll be sorry to see you go.
  • Every now and then we may need to amend or update these terms. Unless otherwise required by law, we’ll give you at least 30 days’ notice of material amendments to our terms, which will give you the chance to review the revised terms before continuing to use the Ordo Service. This will not always be the case for technical updates or for changes made for legal reasons, both of which will become effective immediately. By continuing to use the Ordo Service you confirm your acceptance of our terms. As we’ve mentioned, you always have the right to delete your account and we’ll be sorry to see you go.
  • All our rights and obligations in these terms are assignable by us to our subsidiary or affiliated companies or in connection with a merger, acquisition, restructuring, or sale of assets, or by operation of law or otherwise, and we may transfer your information to our subsidiary, affiliates, successor entities, or new owner once we have assured ourselves appropriate security and safeguards are in place. In the event of such an assignment, these terms will continue to govern your relationship with such third party. We hope you will continue using the Ordo Service, but if you don’t agree to these terms, you can delete your account any time and we’ll be sorry to see you go.
  • You will not transfer any of your rights or obligations under these terms to anyone else without our prior written consent.
  • Nothing in our terms will prevent us from complying with the law.
  • Except where we specifically describe in these terms, our terms don’t give any rights to third parties.
  • If we don’t enforce any of our terms, this doesn’t mean we have waived them and we reserve our rights to take action, in accordance with these terms, if we feel that’s necessary.
  • If any provision of these terms is found to be unlawful, void, or for any reason unenforceable, then we’ll cross out that provision and the rest shall remain in force.
  • Our terms are not intended to limit your legal rights as a consumer or data subject; aside from this and the liability exclusions outlined in the Liability clause, we reserve all rights not expressly granted by us to you.
  • Our Purpose is to help improve the wellbeing of everyone. If you’ve got any thoughts on how we’re doing or on what we’re not doing, we are super interested in hearing from you. You understand that you have no obligation to talk to us and provide feedback or suggestions and that, if we agree, we will thank you kindly and may use your feedback or suggestions without any obligation to compensate you for them financially or otherwise.

To be clear on what and who we’re talking about in these terms, here are some definitions:

“you”, “user”, “users” means you, the user of the Ordo Service,

“us”, “we”, “our”, “Ordo” means The Smart Request Company Ltd which is the company running the Ordo Service – there’s some more detail about us below and at About Us,

“Ordo Service” means the request-for-payment service run by Ordo comprising, from a technology perspective, its apps, web sites and platform,

“terms” means the terms of use set out above which users agree to by using Ordo, and

“smart requests” are the messages that are sent between a biller and a payer in Ordo.

And if you’re wondering: “Who are Ordo?”

We are The Smart Request Company Ltd. We’re registered in England with company number 11338545 and our registered office is 1 High Street, Thatcham, RG19 3JG. We’re regulated by the Financial Conduct Authority to run the Ordo Service (FRN 836070).

We’re also nice people that want to make a difference in the world and we drink a lot of tea.

And if you’re wondering: “Who are Ordo?”

We are The Smart Request Company Ltd. We’re registered in England with company number 11338545 and our registered office is 1 High Street, Thatcham, RG19 3JG. We’re regulated by the Financial Conduct Authority to run the Ordo Service (FRN 836070).

We’re also nice people that want to make a difference in the world and we drink a lot of tea.