When is my payment taken?

Payments are automatically processed at the end of the day on your due date.

The default payment date is the 1st of the month, but you can change it in the Marshmallow app (maximum twice during your policy).

Why did my payment fail?

Common reasons include:

• Not enough money in your account.
• Expired card on file.
• Blocked payment by your bank (you may need to contact them).

Will I be charged a missed payment fee?

A £22.50 missed payment fee applies if you miss a monthly payment. This is in line with your Policy Wording.

The fee is raised when your payment fails and is separate from your outstanding premium. It does not change your overall policy price.

Will Marshmallow try again to take the payment?

Yes. If your payment fails, we'll automatically try again:

• 1 day after your due date
• 3 days after your due date
• 7 days after your due date

Each of these attempts will be for both the missed payment and the missed payment fee. You don’t need to get in touch to request this.

Does the missed payment fee apply to my policy?

The £22.50 missed payment fee applies if your policy started or renewed on or after 3 February 2026. If your policy started before this date, you will not be charged a late payment fee.

How many missed payment fees can I be charged?

You'll never owe more than £67.50 in missed payment fees at any one time. That's three unpaid fees of £22.50.

Once you reach three unpaid fees, you won't be charged another until you've paid off what's outstanding. If you pay a fee and later miss another payment, a new £22.50 fee can be charged.

This means that over the course of your policy you could be charged more than three fees in total, but you'll never have more than £67.50 unpaid at once.

Can the missed payment fee be waived?

If you believe the fee has been applied unfairly, or if you're experiencing financial difficulty, please contact our team and we'll look into it for you.

What if I pay my premium but not the fee, or the fee but not the premium?

These are treated as two separate charges:

• If you pay your overdue premium but not the fee: your policy will stay active, but the £22.50 fee will still be owed.
• If you pay the fee but not the overdue premium: your policy will still be cancelled if the premium isn't paid by the 14-day deadline.

Both need to be paid to fully resolve the missed payment.

What is the final deadline to make the payment?

• You have until 11am, 14 days after your payment was first attempted.
• If you haven’t paid by then, your policy will be cancelled automatically.
• You’ll get an email with the deadline and a link to pay.

What if my policy is cancelled?

• You will not be able to buy another policy with Marshmallow.
• You will receive confirmation that your cover has ended.