Handepay May Have Overcharged You
If you accepted credit cards through Handepay or any other credit card processing company between 2017 and 2019, recent changes to the law may entitle you to refunds of certain debit card and credit card processing errors and overcharges. See this post to find out if your were among the businesses affected and to learn how you can get your money back.
A Streamline/EVO Payments International Reseller
Handepay is a UK-based merchant account provider that operates as a reseller of Streamline, a much larger UK processor. The company is also partnered with EVO Payments International as an overseas reseller of EVO’s products. Handepay appears to operate an equipment leasing subsidiary called “Merchant Rentals” that shares Handepay’s address.
Handepay Location and Ownership
Handepay’s headquarters can be found at Westway Park, Galway Crescent, Haydock Ln, Saint Helens WA11 0GR, UK. Andy Peake is the managing director at Handepay, which was founded in 2006.
Handepay Review Table of Contents
- Costs & Contract: Handepay appears to offer multi-year contracts with automatic renewal clauses and variable termination fees.
- Complaints & Service: Handepay has received more than 75 public complaints.
- BBB Rating: Handepay does not have a profile with the Better Business Bureau.
- Sales & Marketing: Handepay does not independent sales representatives but has received a moderate number of complaints about its sales practices.
- Rates & Fees: How Merchants Got The Best Rates With Handepay
Types of Businesses Served
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Handepay Rates, Fees, and Costs
|Swiped Rate||1.00% - 4.99%|
|Keyed-in Rate||1.00% - 4.99%|
|Virtual Terminal Rate||1.00% - 4.99%|
|Payment Gateway Fee||£19.99 Per Month|
|Early Termination Fee||Liquidated Damages|
|PCI Compliance Fee||Undisclosed|
|Equipment Lease Terms||36 Month (locked)|
12-36 Month Contract Term
According to merchant complaints, the standard Handepay contract is a 12-36 month agreement with automatic renewal for 12-month terms unless canceled in writing at least three months prior to the expiration of the initial term. The required three-month notice was formerly twelve months according to numerous older complaints about the company. This condition was such a prominent issue for merchants that multiple merchant reviewers describe their sales reps advising them to compose and submit a cancellation notice upon signup so that the term would automatically cancel itself at the end of the original term. This practice doesn’t reflect well on the company’s policies, although it seems merchants who are fortunate enough to receive an attentive sales rep are able to avoid the issue.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Handepay also dedicates a portion of its website that advertises its virtual terminal and payment gateway services. For £19.99 per month, up to 400 transactions can be processed through the payment gateway for an agreed-upon rate. Transactions over the monthly threshold of 400 are assessed an additional per-transaction fee of £0.10. Additional rates and fees, technical support fees, and batch fees typically apply to these e-commerce services.
Handepay Early Termination Fee
In the event that a merchant fails to provide proper notice but still insists on being released from a processing agreement or terminal lease, Handepay appears to charge a sizable early termination fee that may even be a Liquidated Damages fee. Merchants who anticipate being able to cancel their equipment leases after 18 months per the 1974 Consumer Credit Act will be sorry to learn that Handepay, like its competitor Retail Merchant Services, appears to have devised a workaround to that provision that will still require a merchant to pay out the full cost of the lease. To be more specific, by classifying rent payments as quarterly “membership” fees rather than rental fees, Handepay is able to exempt equipment payments from the Consumer Credit Act. Although this practice has been repeatedly reported in relation to Handepay, it’s possible that not all merchants may encounter it.
Merchant Rentals Affiliation
Since our last update of this review, we have seen multiple merchants mention an equipment leasing company called Merchant Rentals that is partnered with Handepay. Merchant Rentals actually shares an address with Handepay, which is a strong indicator that it is simply a DBA of Handepay that specializes in credit card terminal leases. In our opinion, there is very little reason for a company to maintain a separate brand for equipment leases unless it is trying to split negative reviews between the two brands. Merchants are advised to purchase rather than lease equipment whenever possible, and they should assume that Merchant Rentals is an affiliated business of Handepay until more information is available.Are you happy with your Handepay fees? Tell us about them before your go!
Handepay Complaints & Customer Reviews
|Total Online Complaints||75+|
|Live Customer Support||Yes|
|Most Common Complaint||Auto-Renewing Contract|
Moderate Complaint Total
We’ve found over 75 negative Handepay reviews across multiple consumer protection forums, with some of them describing Handepay as a ripoff or a scam. In the comment section below, over 10 merchants have complained of automatic contract extensions and unexpected cancellation fees, which indicates that Handepay’s revised policy falls short of merchant expectations.
Other Complaint Contents
On UK Business Forums, there are several threads that specifically cite issues with Handepay’s sales practices, contract terms, equipment leases, and customer service. The main problem appears to be the contract’s automatic renewal, as many merchants note that the 12- or three-month deadline came and went without them being even faintly aware of it. Handepay representatives did not respond to any complaints that we located.
Handepay on Trustpilot
The company also maintains a 4.9 out of 5 rating on Trustpilot based on 6,705 reviews, but we are not inclined to factor a Trustpilot score heavily into our overall ratings due to Trustpilot’s policy of allowing companies to purchase limited control of their profiles.
We have not found any outstanding class-action lawsuits or FTC complaints filed against Handepay. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Handepay Customer Support Options
Handepay provides phone and email contact information for merchants on its website. Its public track record of negative complaints precludes it from inclusion among our top-rated payment processors for great customer service.
Handepay BBB Rating Summary
Truth In Marketing & Advertising
|Employs Independent Resellers||No|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
Outside Sales Team
Handepay appears to market its services through salaried outside sales agents and telemarketing. The company claims that it does not employ commission-only independent agents, which we consider to be a factor in its favor. In spite of this, we have located a moderate number of complaints regarding the sales tactics of Handepay representatives. The most common issue cited is nondisclosure of rates and fees, particularly the company’s automatic renewal clause in its contract and equipment leases. Merchants have complained about these issues with regularity since we first posted this review, which contradicts Handepay’s public claims that it has altered its policy in response to merchant complaints.
The company advertises a price challenge promotion on its website. According to the advertisement, Handepay will pay merchants £1,000 if it doesn’t save them money on the cost of their current payment processing service. The company attests it can save merchants so much by refusing to impose joining fees, statement fees, authorization fees, PCI compliance/non-compliance fees, or monthly minimum fees.
No Deceptive Quotes
To its credit, Handepay does not utilize misleading rate quotes or deceptive promotion in its official materials. However, merchants are still encouraged to read all contract terms carefully rather than take a salesperson’s word. If you suspect that a Handepay representative has added hidden fees to your contract, we recommend seeking a thorough third-party statement review.
Handepay Marketing Example
About Phillip Parker
Thank you for reading my review. I hope that it has helped you with your research.
Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services
I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.
From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers on this website.