Frequently asked questions

It's independent confirmation that a customer understood and agreed to a subscription -- the price, billing frequency, minimum term, and cancellation rights -- captured directly from the customer rather than assumed from a signup form. Businesses use it to cut down 'I didn't agree to that' disputes and chargebacks.

The customer reviews the exact terms through a Hosted link, an embedded confirmation, or a phone call, and explicitly ticks (or verbally confirms) each acknowledgement themselves. That confirmation is timestamped and cryptographically fingerprinted the moment it happens, tied to the exact template version they saw.

It's the standard UK protection customers get when they set up a Direct Debit mandate. Heimdell shows the Direct Debit Guarantee wording automatically as part of the verification flow for consumer agreements where a Direct Debit applies, and records that it was shown and acknowledged.

Yes. Recurring card payments, instalments, and other recurring commercial payment structures can be included in a verification template alongside or instead of a Direct Debit mandate.

A price increase on an existing subscription creates its own new verification -- linked to the original agreement -- rather than silently updating the old record. The customer sees and confirms the new price specifically.

Renewals get their own evidence trail. Where a renewal reminder or renewal confirmation is required (for example under the UK's newer subscription-contract rules), that step is a tracked verification in its own right, not just a note in a CRM.

The DMCCA's subscription-contract requirements -- clear pre-signup information, a reminder before a trial converts to paid, a reminder before renewal, and easy cancellation -- map directly onto verification steps Heimdell can generate evidence for. This is a plain-English summary of what the Act requires, not legal advice; confirm your specific obligations with a solicitor.

Yes. The same engine handles B2B SaaS and business software subscriptions, with the business-authority layer added so you also have evidence of who at the buying company agreed and that they were authorised to.

A tamper-evident certificate recording exactly what mandate terms were shown, that the Direct Debit Guarantee was presented, and the customer's explicit confirmation -- dated and hashed so it can't be quietly altered afterwards, including by Heimdell.

The conversion from trial to paid is treated as a distinct point requiring its own confirmation where regulation or your own policy requires a reminder -- so you have evidence the customer knew the trial was ending and what they'd be charged.

You pull the certificate for that specific renewal verification, showing the exact terms presented, the template version, and the timestamped confirmation -- rather than relying on memory or an unlogged phone call.

No full card numbers or full bank account details are ever exposed in the dashboard. Bank details are encrypted, with only the last 4 digits ever shown, and raw evidence isn't exposed outside the certificate flow.

A checkout tickbox is usually presented by the seller and assumed to reflect understanding. A Heimdell verification is a separate, independent step where the customer reviews the terms in their own time and confirms each one explicitly -- which is what makes it usable as evidence in a dispute.

It's most commonly done immediately at signup, but the same mechanism works for anything that happens later in the subscription lifecycle -- price changes, renewals, or a policy update -- as its own verification event.

A dated, tamper-evident record showing the exact template version presented, every acknowledgement the customer confirmed, and (for phone verifications) the recorded call itself -- ready to hand to a complaints team, a bank, or a regulator.

Anything material to the customer's decision -- price, minimum term, cancellation rights, exclusions, service limitations, and any other policy you configure into the template. It's defined per template, not a fixed universal list.

For distance and off-premises consumer sales, the 14-day cooling-off right is shown and confirmed automatically as part of the verification flow, where it applies. This is a plain-English summary to explain what Heimdell is built around, not legal advice.

A material change to price, service, or contract terms generates its own new verification linked to the original agreement, rather than being noted informally -- so there's evidence the customer or business specifically saw and accepted the change.

A signature usually just confirms someone signed a document, not that they read or understood any specific clause. A Heimdell acknowledgement is a real tick or spoken confirmation against each individual term -- not an assumption baked into a single signature captured by a rep.

Yes -- Terms & Conditions acknowledgement can be built into any template as one of the confirmed items, alongside commercial terms and policies.

Templates are versioned and immutable once published -- so every verification stays permanently linked to the exact wording the customer or representative actually saw. If you later edit the template, past verifications still point to the version that applied at the time, so what someone saw can never quietly change after the fact.

Consumer Duty requires firms handling regulated payments to evidence that customers understood what they signed up for and got a good outcome -- not just that they technically agreed. A recorded, explicit, per-term confirmation is direct evidence of understanding, not just assent. This is a summary, not legal advice.

Yes -- fixed-term agreements, retainers, maintenance contracts, and managed-service agreements use the same template-and-acknowledgement engine as a consumer sale, just configured for the commercial terms that apply.

A policy change that affects existing agreements can be issued as a new verification to those customers, giving you evidence they were shown and acknowledged the updated policy rather than it being applied silently.

It covers only what's relevant at renewal -- typically the continuing price and terms, or any changes to them -- and is linked back to the original agreement, building a full agreement history rather than replacing it.

Yes -- any policy or important term, including exclusions and service limitations, can be included as its own acknowledgement item in a template, not just headline pricing.

The certificate for their verification shows the exact template version they were presented with, including that specific policy, and their explicit acknowledgement of it -- timestamped at the point they confirmed.

Yes -- a template is built once for a product or agreement type and reused on every agreement of that kind, so terms are presented consistently rather than left to individual reps to remember or phrase differently each time.

A price increase is treated as its own verification event, showing the new price and requiring the customer's or representative's explicit acknowledgement of it -- rather than a price change simply taking effect on the next invoice.

Past verifications remain permanently linked to the exact template version that was active when they happened. Editing or retiring a template going forward doesn't change what historical verifications show was presented.