Cleeng's Merchant - Branding Requirements

Cleeng's Merchant branding requirements guide you on logo placement, transaction details, and support visibility to ensure compliance and customer clarity.

When you use Cleeng's Merchant solution, Cleeng acts as your Merchant of Record (MoR) and takes over merchant responsibilities for you. For example, Cleeng signs the contract with the payment facilitator and handles payment reports, tax management, and payouts.

Merchant also comes with an important responsibility: your customers must know that they are paying Cleeng. It must also be clear to tax authorities which organization is responsible for paying indirect tax (for example, VAT, GST, or sales tax).

To meet these requirements, make sure that:

1. Your customers accept the Cleeng User Agreement.
2. The Cleeng logo is clearly displayed on the purchase page.
3. The official payment confirmation (receipt) clearly comes from Cleeng.
4. Your customers have a direct communication channel with Cleeng Support (for example, Hi5).

Cleeng makes sure that your customer's bank statement refers to both your brand and Cleeng, where possible. Some payment methods and extra validation steps, such as bank confirmations, do not support dual branding.

Accepting the Cleeng User Agreement

Your customers must accept the Cleeng User Agreement before they pay. How you do this depends on your checkout.

If You Use Cleeng Widgets

If you use Cleeng Hosted Customer Flows for checkout, the checkout shows a consent message below the payment form. It tells customers that by proceeding with the payment, they agree to the Terms of Service, which are linked in the message.

You choose where the Terms of Service link points. To set it:

1. In the Cleeng Dashboard, go to Admin & Tools > Hosted Customer Flows.
2. Select the Checkout tab.
3. In the Terms & conditions URL field, enter the URL you want to use, or leave it unchanged.
4. Click Save.

You have two options:

• Option A: Keep the Default Cleeng Terms and Conditions

  Leave the Terms & conditions URL field unchanged. When customers select the Terms of Service link at checkout, they go to Cleeng's Terms and Conditions. You do not need to do anything else.

• Option B: Use Your Own Terms and Conditions

  Enter the URL of your own Terms and Conditions in the Terms & conditions URL field. When customers select the Terms of Service link at checkout, they go to your page.

  If you choose this option, your Terms and Conditions must mention Cleeng as your monetization partner. You can use the default legal paragraph below.

If You Use Your Own Checkout

If you build your own checkout, make sure that:

• Customers must select a checkbox to accept the Terms and Conditions before they can continue with the payment.
• The checkbox is not selected by default. Customers must select it themselves.

You can do this in one of two ways:

• Include Cleeng's Terms and Conditions in your own Terms and Conditions (recommended).
• Add two mandatory checkboxes to your registration form: one for Cleeng's Terms and Conditions and one for your own.

Default Legal Paragraph

If you use your own Terms and Conditions, add this paragraph to them:

"Our monetization partner Cleeng B.V. ("Cleeng") handles the management of access to content and/or subscriptions and payment and billing on our behalf. For this purpose, Cleeng will act as the merchant of record on our request. The services of Cleeng are subject to the terms and conditions of Cleeng, which are hereby incorporated, please refer to https://cleeng.com/cleeng-user-agreement."

Cleeng Logo on the Purchase Page

When you place the Cleeng logo on your purchase page, follow these requirements:

• Show a clear "Powered by" message. This makes it explicit to customers that Cleeng is the seller and manages the sale.
• Use the Cleeng logo in line with our brand guidelines. Depending on your background color, use the logo in white (#FFFFFF) or green (#5DB98F).
• Make sure the logo is visible before customers enter their payment details.
• Link the logo to the Who Are Cleeng page (https://cleeng.com/who-are-cleeng) and open it in a new tab. This helps customers understand who Cleeng is.

Payment Confirmation (Receipt) from Cleeng

The payment confirmation (receipt) that your customers receive must:

• Highlight that Cleeng manages the customer's payment and order.
• Include Cleeng's details: the official registered address, chamber of commerce identifier, and VAT/tax IDs.
• Be sent by email or be available in My Account for at least 6 months.
• Be available to the Cleeng Hi5 team, so they can look up and resend receipts if needed.
• Contain links to the Cleeng Help Center (or your branded help center) and the Terms and Conditions.

Direct Communication Channel with Cleeng Support (for Example, Hi5)

Make sure that customers with questions about your service can get proper support. Without it, you may see higher chargeback rates, lower billing acceptance, or even restrictions on your use of Cleeng Merchant.

Your customers must be able to reach Cleeng, directly or indirectly, with questions about billing and payments. Cleeng Hi5 provides this support.

Other Recommendations

As part of your go-live checklist, we also recommend the following:

• CAPTCHA: Use CAPTCHA to stop bots or fraudsters from making payments with stolen cards or using your checkout to validate cards (for example, card testing).
• Customer IP address: Pass the correct customer IP addresses so that fraud filters work effectively.
• Cardholder name and postal code: As an extra precaution, add optional Cardholder name and Postal code fields next to the card details (number, expiry date, CVC).