1) Accepted payment methods

We currently accept card payments for orders placed through tolvia.co.uk. The available payment options are shown during checkout before you submit your order. Payment must be completed successfully before we can process, accept and dispatch an order.

We process card payments via a secure, PCI DSS–compliant payment gateway. We do not store full card numbers, full security codes or complete card authentication data on our servers.

Authorised card use

By using a card at checkout, you confirm that you are the cardholder or that you have the cardholder’s permission to use that payment method. You also confirm that the billing information provided is accurate and that the payment is being made for a genuine purchase.

Cardholder checks

Your card issuer, payment provider or our payment gateway may perform checks before approving the transaction. These may include billing address checks, card security code checks, device checks, fraud screening and 3-D Secure authentication.

2) Currency, pricing & taxes

The main billing currency for Tolvia orders is GBP (Pound Sterling). Where other currencies are displayed, they are provided for customer convenience and may not represent the final amount charged by your bank or card issuer.

• Billing currency: GBP (Pound Sterling).
• Display currencies: We may display prices in GBP, EUR, USD, AUD, CAD and NZD for convenience. Your bank may convert to GBP at its own rate and may charge a fee.
• Prices shown are exclusive of VAT unless stated otherwise. Tolvia currently does not charge UK VAT.
• Totals include shipping where applicable, as shown at checkout before you pay. Please see our Shipping Policy for delivery charges and terms.
• International charges: Duties, customs charges, brokerage fees or local taxes may apply for international deliveries and are usually payable by the recipient.

Currency conversion

If your card is issued outside the United Kingdom or your bank account is held in a currency other than GBP, your bank or card issuer may convert the transaction amount into your local currency. The exchange rate, conversion fee, foreign transaction fee or other bank charge is set by your bank or card issuer, not by Tolvia.

VAT and tax status

Prices are shown exclusive of VAT unless stated otherwise. Tolvia currently does not charge UK VAT. If our VAT registration status changes in the future, checkout totals, invoices and tax information may be updated accordingly.

International customers are responsible for any import duties, customs charges, clearance fees and local taxes required by their jurisdiction.

3) Authorisation & charge capture

When you place an order, your bank may place a temporary authorisation or hold on your card. This confirms that the card is valid and that funds may be available. A payment authorisation is not always the same as final charge capture.

We may capture the charge when your order is accepted for fulfilment, prepared for dispatch, dispatched or otherwise processed in accordance with our checkout and payment provider settings. The exact timing may depend on the payment provider, order status and fraud screening.

• Pre-authorisation: A hold may appear on your statement. If the order is cancelled or fails, your bank releases the hold. Timing varies by bank.
• Charge capture: The final charge may be captured once your order is accepted for fulfilment or prepared for dispatch.
• Multiple shipments: If your order ships in parts, we may capture amounts per shipment or process the order as a single transaction depending on the payment setup.
• Order acceptance: Please see our Terms & Conditions for when a contract is formed.

Temporary holds

If an order attempt fails, is cancelled or is not completed, you may still see a pending authorisation on your bank statement. This is usually removed automatically by your bank. Tolvia cannot control how quickly your bank releases pending holds.

Order not accepted until confirmed

Receiving a payment authorisation or order acknowledgement does not always mean your order has been accepted. Your order is accepted only in accordance with our Terms & Conditions.

4) Payment security

We take payment security seriously and use secure payment processing tools to help protect customers and reduce fraud risk. Payment information is transmitted through encrypted systems and handled by secure third-party payment providers.

• PCI DSS–compliant payment processing via a certified third-party gateway.
• Transport Layer Security (TLS/HTTPS) for encrypted transmission.
• Strong Customer Authentication (SCA) and 3-D Secure where required by your card issuer or applicable rules.
• Fraud screening and manual review for suspicious, high-value or unusual orders.
• We do not ask customers to send full card numbers, CVV codes or card photos by email, chat or phone.
• Access to payment-related order information is limited to what is necessary for order processing, support, refunds, fraud prevention and compliance.

We never ask you to share full card numbers by email, chat, social media or phone. If you receive a suspicious message claiming to be from Tolvia and asking for full card details, do not respond and contact us directly.

3-D Secure and bank authentication

Your bank may require you to complete additional authentication before approving a payment. This may include a one-time passcode, banking app confirmation, biometric approval or another Strong Customer Authentication method. If authentication is not completed successfully, the payment may fail.

Secure checkout environment

You should only enter payment details through the secure checkout on tolvia.co.uk. Make sure the website address is correct and that your browser shows a secure connection before entering sensitive information.

5) Declined or failed payments

Payments may be declined for several reasons, including incorrect card details, insufficient funds, bank security rules, failed 3-D Secure authentication, incorrect billing address, card restrictions, suspected fraud or temporary payment provider issues.

If a payment is declined, please:

• Confirm card number, expiry date, CVV, billing address, postcode and cardholder name.
• Check available funds or credit limit.
• Complete any SCA or 3-D Secure prompt from your bank.
• Try another Visa or Mastercard if available.
• Contact your bank to approve the transaction if it was blocked for security reasons.
• Check that your billing address and postcode match your bank records.

If problems persist, contact us at info@tolvia.co.uk. Please do not send us full card numbers or CVV codes.

Repeated failed payments

Multiple failed payment attempts may trigger fraud controls or temporary restrictions. For your protection, we may be unable to manually override a bank decline or payment gateway rejection.

Duplicate pending payments

If you attempted payment more than once, your bank statement may show several pending authorisations. These are not always completed charges. Your bank normally releases unused authorisations automatically.

6) Order confirmation & invoices

After checkout, we normally send an email acknowledgement confirming that we have received your order request. This acknowledgement does not necessarily mean that the order has been accepted or dispatched.

• You will receive an email acknowledgement after checkout.
• A second email is sent when your order is accepted and prepared for dispatch, in accordance with our Terms & Conditions.
• VAT invoices are available on request. We currently do not charge UK VAT.
• Order confirmations and invoices may show product totals, shipping charges, billing details, delivery details and payment status.
• You are responsible for checking that your order confirmation details are correct and contacting us promptly if you notice an error.

Invoice requests

If you need a copy invoice or receipt, please contact us at info@tolvia.co.uk with your order number and the email address used for the order.

Incorrect billing information

If billing information was entered incorrectly, we may not always be able to amend it after the order is processed. Contact us as soon as possible if you need assistance.

7) Refunds, timing & partial refunds

Refunds are issued to the original payment method in accordance with our Return & Refund Policy. Refund eligibility depends on the reason for return, item condition, timing, inspection outcome and any applicable statutory rights.

• Timing: Once approved and processed, refunds usually appear within up to 14 days. Posting to your statement may take 1–2 billing cycles depending on your bank.
• Original payment method: Refunds are normally returned to the same card or payment method used for the purchase.
• Partial refunds: If only part of an order is returned, we refund the corresponding item or items and any eligible shipping per our policy.
• Non-refundable items or fees: See exclusions in the Return & Refund Policy.
• Inspection: Returned items may need to be inspected before a refund is approved.
• Cancelled orders: If an order is cancelled before dispatch and payment has been captured, we will refund the amount due to the original payment method.

Refunds after returns

Where a refund depends on the return of goods, we may wait until the item is received and inspected before processing the refund. Items should be returned in accordance with our Return & Refund Policy and any instructions provided by our support team.

Shipping refunds

Whether shipping charges are refunded depends on the reason for return, selected delivery method, statutory rights and our Return & Refund Policy. For example, faulty or incorrect items may be treated differently from unwanted items returned by choice.

Expired or replaced cards

If your card has expired or been replaced, refunds to the original payment method are usually handled by your bank and may still be credited to your account. If you are unsure, contact your card issuer.

8) Disputes & chargebacks

If you believe a charge is incorrect, duplicated, unauthorised or connected with an unresolved order issue, please contact us first at info@tolvia.co.uk so we can investigate quickly. In many cases, we can resolve payment issues faster through support than through a formal card dispute.

If a dispute remains unresolved, you may have the right to raise a chargeback with your card issuer. When a chargeback is opened, we may provide evidence to the payment provider, acquiring bank or card issuer, including order details, payment records, delivery tracking, proof of delivery, communication history, refund records and fraud screening information.

Chargeback abuse

Submitting false claims, denying receipt of delivered goods, disputing a legitimate transaction after receiving the product or misusing the chargeback process may be treated as fraud or breach of our policies. We may restrict future orders where chargeback abuse is identified.

Unauthorised transactions

If you believe your card has been used without permission, contact your card issuer immediately and also notify us so we can review the order status where possible.

9) Limits, fraud checks & verification

To protect customers, prevent fraud and maintain fair access to products, we may apply order limits, payment checks, manual reviews or verification steps before accepting or dispatching an order.

• We may limit quantities per order, per customer, per payment card, per delivery address or per account for security or fairness.
• Orders may be held for manual review. We might request additional verification, such as proof of address or confirmation of order details, to protect you from fraud.
• We reserve the right to cancel and refund orders failing verification or breaching our Acceptable Use Policy.
• We may refuse orders involving suspicious payment patterns, mismatched information, unusual order behaviour, high-risk delivery addresses or suspected misuse of promotions.
• We may share relevant payment and order information with payment providers, fraud prevention services, delivery partners or authorities where lawful and necessary.

Verification requests

If verification is required, we will tell you what information is needed. You should not send sensitive card details such as full card numbers or CVV codes. If verification is not completed within a reasonable time, the order may be cancelled and refunded where payment was taken.

Fraud prevention

Fraud checks may consider payment data, billing and delivery details, device signals, order history, attempted payment patterns and other risk indicators. These checks are used only to protect customers, Tolvia and our payment partners.

10) Methods & features not offered

To keep payment processing clear and secure, Tolvia currently accepts Visa and Mastercard card payments only. The following payment methods and features are not currently available unless we clearly state otherwise at checkout.

No recurring charges

Tolvia does not currently provide subscription products or recurring billing. Each purchase is processed as a one-off transaction unless a future product or service clearly states otherwise before checkout.

No cash, bank transfer or cheque payments

We do not currently accept cash on delivery, bank transfers, cheques or manual offline payments for website orders.

11) Pricing errors & corrections

We strive for accuracy, but occasionally pricing, stock, discount, tax, shipping or typographical errors may occur. If an error is identified before an order is accepted, we may contact you for instructions, cancel the affected item or cancel the order.

We may cancel any order placed at an incorrect price and issue a full refund if payment has been taken. We are not required to supply goods at an incorrect price where the error is obvious, technical, accidental or could reasonably have been recognised as a mistake.

See our Terms & Conditions for full details on pricing errors, order acceptance and contract formation.

Promotional errors

If a discount code, promotion or checkout rule is applied incorrectly because of a technical issue or misuse, we may correct the order total, request confirmation before proceeding or cancel and refund the order where appropriate.

12) Contact

If you have questions about payments, failed transactions, refunds, invoices, suspected duplicate charges, payment security or billing information, please contact Tolvia Support using the details below. Include your order number where available, but do not send full card numbers or CVV codes.

Questions about payments? Contact Tolvia Support:
Phone: +44 7463 590260 (Mon–Fri, 9:00–18:00 UK time)
Email: info@tolvia.co.uk
Address: FERNROCK LIMITED, Academy House, 11 Dunraven Place, Bridgend, CF31 1JF, United Kingdom