Zopa App Terms
Last updated 21 July 2026
1. Introduction
These terms apply to your use of Zopa's app on iOS and Android ("App") and are between Zopa Bank Limited (company registration number 10627575), Level 12, 20 Water Street, Canary Wharf, London E14 5GX, and you.
You agree to the terms by downloading and using the Zopa app.
These terms are made of Part 1 and 2:
This Part 1 covers general points about the App
Part 2 covers features in the App ("Tools"), and has 2 sections:
Section A covering Tools where you can open banking, like getting hold of your banking information from other accounts you have, and transferring money to any from other accounts
Section B covering other Tools in the App, including those using credit file data and AI.
2. Other terms
If you use any of Zopa's products available through the App, separate terms will usually apply to you and you will be asked to agree to them when you apply or request access to the specific products.
Where separate product terms apply, they’ll cover amongst other things (i) the liability that Zopa is willing to accept for losses caused by Zopa, (ii) where we can make changes to the product and related terms, and (iii) where we can end our relationship.
If there’s any conflict between what our product terms say, and what these terms say, the product terms will apply.
3. Operating system requirements
The App is available for download on compatible iOS and Android devices. We will try to ensure that the App works on a range of devices and versions of iOS and Android, and the App should generally always work on the latest versions of those operating systems.
However, we will stop supporting older versions of the operating systems from time to time. This is because older OS can be insecure or won’t support functionality available on newer versions.
4. User generated content
You may be able to upload content using some of the Tools in the App. We expect you to only upload content relevant to the feature you’re using (for example, if you can use the App to process receipts, you should only upload receipts).
5. Age restrictions
You must be 18 or over to accept these terms and use the App.
6. Updates to the App
We may update the App from time to time. There may be a number of reasons for this, including to improve performance, change functionality or address security issues.
Like with most mobile apps, you will likely have to install updates to the App from time to time. If you do not want to install an update unfortunately you may not be able to continue using the App or new features may not work. However particularly where security issues are concerned, we have to look after the interests of our business as well as our users.
7. Loss or damage suffered by you
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both we and you knew it might happen.
We do not exclude or limit in any way our liability if it's unlawful to do this. This includes liability for death or personal injury caused by our negligence or anyone associated with us or for fraud or fraudulent misrepresentation.
The App should be used only in your personal capacity and we will have no liability for any loss of profit, loss of business, or business opportunity arising as a result of your use of the App.
Sometimes, events may take place that are outside of our control that affect our business. We'll always try to minimise any disruption or delay caused by any of these types of events. As long as we do this we won't be liable to you for any consequences arising from the delay or disruption.
8. How this agreement can be ended
This agreement will remain in place until either you or we end it. If you or we end the agreement, you won’t be able to use the App or Tools anymore, we won’t be able to access any new supplementary data, and you won’t be able to instruct payments from your other accounts.
We can suspend or terminate your use of the App or Tools and end this agreement straightaway, without telling you in advance, if:
if we think you've breached these terms in a serious way
we, or our credit reference agency and open banking partners reasonably believe you’re misusing the App or Tools in a way that’s harmful to us, our partners or anyone else, including through making fraudulent payments
we find out that you are not eligible for the App or the Tools, or
we reasonably believe there has been, or is likely to be, a security breach in relation to the Tools.
If we terminate your use of the App, you should stop using it and delete it from any device that you've installed it on.
Where a Tool uses open banking features (i.e. moving money from one account to another from within the App, or getting information from your other accounts), we can terminate your use of the Tool by giving you at least 2 months’ prior notice, unless one of the reasons in paragraph 2 above applies.
For Tools that do not use open banking features, we can terminate your access to Tools at any time, but will give you reasonable notice where we can, or are required to.
When we give you notice of termination, we will do this by email, to the address associated with your Zopa account.
You can stop using the App at any time by deleting the App.
We won’t terminate your use of the App under these terms if you have a Zopa product.
9. Changes to these terms
We may make changes to these terms for the following reasons:
to comply with industry best practice, including fraud prevention practices
to respond to changes in law, regulation, guidance or decisions of the court, our regulators or the Financial Ombudsman Service
to make reasonable changes to respond to changes in the banking system
to comply with instructions, indications or guidance from our regulators or other relevant authorities
to make improvements to our services which are of benefit to you
to improve the security features of our services including the features of our website and your Zopa account
to correct mistakes, ambiguities, inaccuracies or omissions where it is reasonable to do so
to make these conditions easier to understand or fairer to you
to reflect where changes in our costs (including changes we reasonably expect to happen) mean that we need to add or change rates or charges
Unless the circumstances require us to act more urgently, such as in response to regulatory change, we’ll let you know about any changes by email (to the address associated with your Zopa account).
We will normally provide you with at least two months' notice by email for any updates to these terms that need to be communicated in advance (this includes any changes to the terms in Section A in Part 2, below), unless we’re allowed to do so on less notice in which case we will give you reasonable notice before the change takes effect.
Where we give you notice in advance about a change in terms, you will be free to uninstall the App or stop using the Tool that we've made changes in relation to. If you do not uninstall the App or stop using the relevant Tool, you will be treated as having accepted the changes from the date the changes apply.
10. Complaints
If you want to make a complaint you can email complaints@zopa.com with brief details of your complaint and your account reference. Alternatively, you can write to us at Zopa Bank Limited, Complaints Team, Level 12, 20 Water Street, Canary Wharf, London E14 5GX, or call our Customer Services team on 020 7291 8331 between 9am - 5pm (Monday to Friday). Zopa will acknowledge your complaint within one business day, and then investigate. Our complaints policy which is available here sets out when you can expect to receive a response from us.
If you don’t agree with our final response you may refer your complaint to the Financial Ombudsman Service (www.financial-ombudsman.org.uk), who can be contacted by telephone on 080 0023 4567 or using the other contact methods listed on their website.
11. Right to use the App and related matters
Permission to use the App. Because you download the App to your device, we need to grant you some additional rights:
You may download a copy of the App to your devices and use the App for your personal purposes only
As long as you comply with the licence restrictions below, you may make a copy of the App for back-up purposes
You may use any updates we make available to the App
The permissions we grant you above are granted solely so you have use of the App for your personal purposes, and are not transferable. The App may only be used on a device that you own or control.
Licence restrictions. When you use the App, you will not:
make the App available to anyone else without our approval
modify the App or any part of it to allow the App to be combined with or incorporated into any other programs
4. App store provider requirements. As part of making the App available through the Apple App Store and the Google Play Store, we're required by Google and Apple, the app store providers to confirm a few things to you:
Although we use the app stores to distribute our App, the terms that apply to your use of the App are only between Zopa and you.
Zopa, not any app store provider, is solely responsible for:
the App and its content
the maintenance of the App
supporting you in the event you experience any issues with the App
losses suffered by you as a result of using the App (subject to the above section on loss or damage suffered by you)
dealing with any claims you or a third party may have in relation to the App, including any relating to product liability, consumer laws, or privacy
any claims from a third party that we have infringed their intellectual property rights by making the App available to you
3. To the extent legally permitted, the app store providers will have no liability to you.
4. You need to comply with any third party terms applicable when you are using the App.
5. The app store providers (and their subsidiaries) have the right to enforce any of these terms against you, as a third party beneficiary.
Also, by using the App you confirm that you are not located in a country that is subject to a United States Government embargo, or that has been designated by the United States Government as a "terrorist supporting" country.
12. General
We, and our credit reference agency and open banking partners cannot guarantee that your credit file data or open banking data is completely accurate. This is because some of the information comes from third parties we and they have no control over. We, and our credit reference agency and open banking partners will not be responsible to you if any of the information in your credit file or any of your open banking data turns out to be inaccurate for reasons we can't control, or if information is inaccurate as a result. If you notice any issues with any data, you should raise this with the third party where the data came from (your other account providers for example).
We may not always be able to access your credit file data or open banking data when we try to, for example where this is due to a failure of credit reference agency or any open banking data provider.
The Tools are provided for information purposes only and in some cases, to give you an example of the products and rates we may be able to provide you. These products and rates are not guaranteed and you will need to apply for products separately and meet any additional eligibility criteria.
The App and Tools are personal to you and you must only use them in your own name and not on behalf of any other person. You must not allow anyone else to access the App or Tools on your behalf or to access or use any information obtained through the Tools. You must tell us straightaway if you think that someone else knows your login details or that the App or Tools are being misused.
Our privacy notice, explains how we collect, use, disclose, transfer, and store your information and sets out your rights to your information. In particular, you can ask to see all personal data we have relating to you, including credit file and open banking data we obtain on your behalf.
About us - Zopa Bank Limited is a company incorporated in England & Wales under company registration number 10627575, having its registered office at Level 12, 20 Water Street, Canary Wharf, London E14 5GX.
Contacting us - please see our Contact Us page for details on how to contact us.
Contacting you - We'll contact you based upon your contact preferences, which can be managed within your Zopa account. We may deliver essential servicing messages about your account via email, SMS, push notification or telephone. You should check your details regularly and tell us as soon as possible if any of your contact details change. You are responsible for ensuring your contact details are accurate.
If there are suspected or actual fraud or security threats relating to the App, Tools or our use of supplementary data, we will contact you by telephone and/or email.
Governing law, courts and language - These terms are governed by the laws of England and Wales and the English courts will deal with any legal proceedings arising in connection with these terms or your use of the App.
These terms are in English, and we will communicate with you in English. You can ask us for a copy of these terms at any time, and you can always find a copy in the App
How we are regulated - Zopa Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our firm registration number is 800542. Zopa is also registered with the Office of the Information Commissioner under registration number Z879078) and is a member of Cifas – the UK's leading anti-fraud organisation.
The FCA’s contact details are available at https://www.fca.org.uk/contact and their phone number is 0800 111 6768.
Part 2
Open banking features and supplementary data in the App
Introduction
We look to get what we call ‘supplementary data’ about you to help us understand you better and improve your Zopa experience.
This supplementary data mainly comes in the form of open banking data or credit file data. Open banking data is information about you from any of your other account providers and credit file data is data held by credit reference agencies about your credit history.
These terms look to give you more detail about what supplementary data covers, how we use it, including in connection with our Tools, and how you can control our access to it.
This Part 2 also includes specific points covering our Tools. For example, you may be able to use the Tools to ask us to instruct your other account providers to make payments, so these terms give you more details about how that works. Section A applies to features powered by open banking, and Section B applies to other types of features, including AI-powered features.
How we use data
We’ll use supplementary data to improve your Zopa experience including for the following purposes:
in the Tools we make available in the App
to check your eligibility for Zopa products
to personalise any communications we send to you
to share with third parties, if we think it could benefit your financial position
Our tools
We make Tools available in the App. The Tools are generally designed to help you manage your finances. However different Tools may do different things, including some of the following:
show you a personalised view of the products and rates that we may be able to offer you for Zopa products
provide tips and helpful information about your finances and the general economy
enable you to make payments between any of the accounts you’ve connected to through open banking in the App
enable you to make payments to a Zopa product, from any of your accounts that Zopa has approved as being ‘linked’ to that product
make suggestions that might help you improve your eligibility for Zopa products
update our view of your eligibility for Zopa products
show you information from your full credit file
provide features in the App or links to third parties that may help you manage your credit or that we think can help improve your eligibility for Zopa products
We consider that the communications we send you as part of using our Tools are an integral part of the Tools. As a result, we treat these communications as being separate to any marketing preferences you’ve expressed elsewhere in the App. If you don’t want to receive communications in connection with the Tools, you should unsubscribe or not use them.
You’ll need to use the App to access the Tools.
Supplementary data – more information
If we think your Zopa experience could be improved by getting access to supplementary data, we’ll make clear to you what types of data we’re looking to get access to and how we’ll use that data.
We’ll obtain your credit file data from one of the credit reference agencies in the UK. You can find more information about how credit reference agencies use your information in our privacy notice. Your credit file data contains a full history of your credit commitments and helps us understand your credit history. The ‘Credit data’ section below has more details.
We’ll get your open banking data from your other account providers. Your open banking data will include details of the financial products you hold and your transaction history. The ‘Open banking data’ section below has more details.
In some cases, we’ll combine data from different sources (for example, open banking data will be combined with credit file data).
Section A
Open banking data
As mentioned above, we look to make use of open banking data to improve your Zopa experience.
You will need to give us consent to access your accounts with other account providers before we can obtain open banking data.
If you give us consent, you’ll be consenting to us accessing historical data, and accessing your data on an ongoing basis so we can use it for any purposes you’ve agreed to.
Even if you give us consent, we’ll never get access to the security details you use to log into your accounts with other account providers.
If you don’t want to give us consent to access your open banking data, we may not be able to offer you the best Zopa experience. For example, it may mean that a Tool won’t work at all (so you won’t be able to use the Tool) or it won’t work as well as it could (but you’ll still be able to use the Tool).
As part of the process to give us access to your open banking data, you’ll select your account provider, and then be sent to their app or site to select which accounts you want to give us access to and go through any security checks. You can repeat this process for as many of your account providers as you want.
Once you give us your consent, and you’ve been through any security checks with your account provider, we’ll be able to access your open banking data and use it for the purposes you’ve agreed to.
To get open banking data from your account provider, we work with open banking partners. They help us access your open banking data, by connecting to your account provider.
You can change your mind about us accessing your open banking data at any time and withdraw your consent in the App. This can be for all accounts you’ve given us access to, or just some.
Where you withdraw your consent for us to access open banking data, we won’t receive any more of that open banking data including for any Tools you’re using. We will however continue to use any open banking data we previously accessed before you withdrew your consent.
If you want to know more about how we use open banking data that we previously accessed, our privacy notice has more details.
If we don’t have new open banking data, we may not be able to provide you with a service or improve your Zopa experience. For example, any Tools you’ve been using may not work at all or, you may still be able to access them, but they may not work as well.
In the App we’ll ask you every 90 days if you’re still okay with us accessing your open banking data. If you are, you should confirm this when asked. You may sometimes be redirected to your account provider’s app or site for additional security checks.
If you don’t respond when asked or if you decline, this will have the same effect as you withdrawing your consent. See above at para 12 on what happens to your open banking data if you withdraw your consent.
You are always free to give us consent to access your open banking data again at any time.
In-app payments
Where we give you the option in the App, you can make one-off payments:
between any of the accounts you’ve connected to through open banking in the App
to a Zopa product (our smart saver, for example) from any of your accounts with other account providers that Zopa has approved as being ‘linked’ to that product
To make a payment, you’ll need to confirm the account you want the payment to be made from and to, the amount of the payment and that you’re happy to proceed with it. As your payment will either be to one of your Zopa accounts or an account you’ve already connected through open banking, we’ll already have any other details we need to instruct your account provider to make the payment.
When you confirm to us that you’re happy to proceed, we will instruct your account provider to make the payment (we will do this using the interface made available by the account provider). You will then be transferred to your account provider’s app or site and they may require you to go through some security checks. This process should be straightforward and we won’t be able to see any of the security details you use.
We will act on your request as soon as we receive it and instruct your account provider to make the payment, but it’s your account provider’s responsibility to ensure that the payment is made promptly.
Whether your account provider can make the payment will depend on whether you have sufficient funds and whether they have any restrictions in place (for example, they might have a maximum limit on the amount of a payment they will make).
Once you have asked us to instruct your account provider to make a payment, you will not be able to change your mind and cancel the payment.
We will confirm in the App when your account provider has let us know they’ve received our instruction.
We won’t charge you a fee for instructing your account providers to make payments. If your account provider charges fees for making payments, you’ll have to pay those fees to your account provider in the usual way.
You can ask us to instruct your accounts providers to make payments of any amount at the moment, but we may put limits in place in the future. If we do, we’ll let you know what the limits are.
If there is an issue with any payment you ask us to instruct your account provider to make through the App (for example, if a payment looks wrong or you don’t recognise a payment made from your account), you should contact your account provider to discuss resolving the issue. It will be your account provider that arranges a refund for you, if you are entitled to one.
Variable recurring payments
If you hold a Zopa account with us, you can send money from an account you have with another account provider to your Zopa account or to your payees via your Zopa account, by setting up a variable recurring payment (“VRP”).
A VRP is where you authorise us once and, under that authority, we can then instruct your account provider to make multiple payments from a selected account you hold with your account provider to your Zopa account, as long as those payments fall within the limits we agree with you. We will use the VRP to pull your payment into Zopa and if you are sending a payment to a payee we will then send it on to your payee via a bank transfer.
If you want to set up a VRP, you can do this in the App. You’ll only be able to complete the set up process if your account provider supports VRPs.
When you set up a VRP, we’ll ask you to confirm the account you want payments to be made from. We’ll also ask you to agree to the maximum limits per payment and per month that you’re happy to be made from the selected account (the monthly limit will apply per month starting from the date you set up a VRP). You’ll then be transferred to your account provider’s app or site, and they may require you to go through some security checks. This process should be straightforward. We won’t be able to see any of the security details you use.
Once the VRP is set up, you can ask us to instruct your account provider to make a payment to your Zopa account. As long as the payment you request is within the limits we’ve agreed with you, we’ll go ahead and instruct your account provider to make the payment (using the interface they make available). You won’t usually need to be transferred to their app or site for any security checks.
We’ll then deal with your payment into your Zopa account the same way as an in-app payment, the ‘In-app payments’ section above has more details. The payment from your Zopa account to your payee will be made by bank transfer, from your Zopa account (and the Zopa account terms will apply).
You can cancel a VRP by contacting the account provider the VRP is set up with and advise them that you want to cancel the VRP, alternatively you contact us and we’ll explain how you can do this.
Section B
Credit data
Depending on the Tools you use, we’ll get different types of credit data covering your credit history:
Quotation searches. Data where you’re looking to get a quote for a credit product.
Full credit file data. Data that we want to look at because it will help us understand you better
Depending on the permissions you give us, we will ask a credit reference agency for your credit data on a one-off basis or on an ongoing basis (generally monthly).
We get your full credit file data on your behalf, in the same way that you could get the information by contacting a credit reference agency directly.
We’ll also use what are called quotation searches as part of some of our Tools. Quotation searches are searches used by lenders to help understand a borrower’s credit risk. This is usually at the same time when you express an interest in a credit products, but as with your credit file data, unless you opt-out, we’ll get this regularly so we can have up-to-date data about you.
If a Tool makes use of quotation searches, the credit reference agency we get your data from will leave a note on your file (called a ‘search footprint’) each time we carry out these searches. These will be visible only to you and will not affect your creditworthiness.
If you don’t want us to do get credit file data or quotation searches regularly, you should stop using the Tool that makes use of data, or update your preferences in the App settings. We’ll still do quotation searches where you apply for a product with us though.
We won’t be able to use credit data if you fail our identity authentication process, because we won't be able to get your data from the credit reference agency. If you fail, we can try to help you, but we may not be able to tell you why you were not successful.
If you apply for a product with Zopa, we will do different types of searches (called hard searches) as part of the full application process, which may impact your credit score.
AI-powered features, including our AI assistant
If we’ve enabled them for you, you’ll have access AI-powered features in the App, including our AI assistant. There’s some things you should we aware of:
as with any AI, in its current state, the output of AI-powered features may not always be completely accurate. We’re always working on ways to improve its output though
you shouldn’t share sensitive content with the assistant
our AI assistant is focused on helping you understand your finances and helping you with daily banking activities.
We’ll use information you provide to the AI assistant to improve it. This may mean a human will review information you give to the assistant.