Support
How can we help?
Find answers below, or contact our team and you'll speak to a person. We help with the Cervo app, your Cervo portal, applications and payments.
Contact support
Already a merchant? Choose Support in your Cervo portal, or in the Cervo app under Profile (on smaller phones, More), then Support. Choose Message us here: our reply appears there, and we email you when it arrives. You can also email us at support@cervopay.co.uk.
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Common questions
Applications, payments, payouts, chargebacks and pricing.
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Make a complaint
Tell us what went wrong. We acknowledge within 2 working days.
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Cervo app privacy
What the Cervo app collects and why.
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Delete your account
How to delete your Cervo account and what we keep.
How refunds and disputes work for your customers
What your customers can do about a payment, and how you can sort things out before a payment is disputed.
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Refunds
You refund a customer from your portal, in full or in part. The money goes back to the card they paid with and usually reaches them within a few working days, depending on their bank. As the owner, you can cap how much your team can refund.
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A payment they don't recognise
Your customer can check it at cervopay.co.uk/check-payment. If you took it, we show them your business name and contact details, tell you about their query and email them a reference. If it isn't answered within 2 working days, our support team follows it up.
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If a customer disputes a payment
Their card issuer raises a chargeback. We email you straight away with a checklist of what to gather. You answer it and upload your evidence in your portal, and we submit it to the card issuer for you. The card issuer makes the decision.
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Answer questions quickly
Your customers can always contact their card issuer about a payment. Most disputes start as a question, so a quick reply, a clear receipt or a refund when one is due is the best way to avoid them. Before and after photos, visit times and the customer's agreement to the price, recorded in the Cervo app, all help if a payment is disputed.
Common questions
Can't find what you're looking for? Call or email us and you'll speak to a person.
Can I apply for a Cervo merchant account?
Yes. Apply online in Cervo Apply. We review your application, and our regulated payment provider makes the final decision. Apply now.
When can I start taking payments?
As soon as your application is approved and your account is set up, you can take Chip & PIN and contactless payments on your card machine (POS) and send secure payment links.
Can each of my locksmiths have their own card machine (POS)?
Yes. Invite your team from your portal and assign a card machine (POS) to each locksmith. Every payment shows who took it, so you can see your takings by locksmith, and you can remove a leaver's access from the portal. The locksmith who took a card machine (POS) payment gets an email, and so do you.
What happens if a customer disputes a payment?
We email you as soon as a chargeback arrives, with a checklist of what to gather. You answer it and upload your evidence in your portal, and we submit it to the card issuer for you. When a customer disputes a card machine (POS) payment, the locksmith who took it is told. Chargeback reports show your rate by card type, card scheme, channel and locksmith. See Chargebacks.
Is Cervo a bank or payment institution?
No. Card payments are provided by our regulated payment provider, an FCA-authorised payment institution, which processes your payments and holds and pays out your money. Cervo Ltd is not a bank or a payment institution. See our Regulatory Information.
What payment solutions does Cervo offer?
Chip & PIN and contactless card payments on modern card machines (POS), and secure payment links your customers can pay by card without one. You manage your team and see your sales, payouts and refunds in your portal. The locksmith who took a card machine (POS) payment gets an email, and so do you. Chargebacks are handled in the portal, and your prices are set out in a fee agreement you review and sign online before your account opens. You can call us when you need help. See Payments.
How does pricing work?
Your rates depend on your business, how much you take by card and the cards your customers use. Ask us for a written quote before you apply: it sets out every fee, with no hidden charges. See Pricing.
Which businesses does Cervo work with?
Cervo provides card payments for UK locksmith businesses: lockouts and emergency call-outs, lock changes and repairs, residential and commercial locksmiths, and safe work. See For locksmiths.
I already have a Cervo account. Where do I sign in?
Use Merchant sign in at the top of any page (under Menu on phones) to open the Cervo portal.
How do I make a partnership enquiry?
We work with software platforms, referral partners and distribution partners that serve UK locksmith businesses. See Partners or email support@cervopay.co.uk.
I don't recognise a card payment. What should I do?
If you know which business took it, contact that business first. If you're not sure, use Check a card payment: if a business that uses Cervo took it, we'll show you its contact details and pass your message on. You can also contact your card issuer at any time.
How do I make a complaint?
Use the form on our Complaints page, or email complaints@cervopay.co.uk. We acknowledge every complaint within 2 working days and reply in full within 14 days. Complaints about a locksmith's own work are handled by that locksmith business, so please contact it first.
Where can I find Cervo's privacy notice?
Our Privacy Notice explains how Cervo collects, uses and retains personal information.
Company details
- Company name
- Cervo Ltd
- Company number
- 17451882
- Registered in
- England and Wales
- Contact
- support@cervopay.co.uk
- Registered office
- 11 Welbeck Street, Office M, London, England, W1G 9XZ
Still have a question?
Talk to our team, or take the next step with Cervo.
Subject to approval.