Independent profile — not affiliated with Afterpay
Afterpay
Afterpay is a buy-now-pay-later service operated in the United States by Afterpay US, Inc. and Afterpay US Services, LLC, and owned by Block, Inc., which acquired Afterpay Limited in 2022. This page covers late fees, refunds, hardship and complaint routes from Afterpay's own pages, plus the BBB, CFPB and Trustpilot figures and a 2020 California settlement.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Afterpay U.S. website: https://www.afterpay.com/en-US
- Afterpay U.S. support (daily 8 AM-9:30 PM ET): (833) 844-8095
- Afterpay U.S. Help Center: https://www.afterpay.com/en-US/help
- Make a complaint about Afterpay: https://www.afterpay.com/en-US/help/360000839723-Make-a-complaint-about-Afterpay
- Legal notices and arbitration opt-out ([email protected]): [email protected]
- BBB-listed phone (855) 289-6014: (855) 289-6014
Locations
| Type | Address |
|---|---|
| Mailing address | 1955 Broadway, Suite 204 Oakland CA 94612 |
Afterpay complaints, late fees, refunds and how to reach Afterpay (checked October 14, 2026)
Afterpay is a buy-now-pay-later service: a shopper picks Afterpay at a partner merchant, makes a down payment and then pays the rest in scheduled installments. Afterpay's U.S. Installment Agreement (last updated September 2026) says the shopper makes a down payment and then "either three (3) or four (4) payments", and that "there are no finance charges or interest associated with this Agreement". Afterpay's Terms of Service name the contracting parties as Afterpay US, Inc. and Afterpay US Services, LLC.
Late fees. The Installment Agreement says a late fee applies if an installment "remains unpaid for a period of ten (10) days after the due date", "up to a maximum of $8.00", that fees for one order will not exceed 25 percent of the order value, and that fees cannot exceed what state law permits. The agreement's state notices include, for Rhode Island, the line "No late fees shall apply to Rhode Island state residents." (checked October 14, 2026). Afterpay's help article on missed payments says the account is paused and the spending limit may decrease.
Refunds and returns. Afterpay's help article says to follow the retailer's returns policy, then select Orders, pick the order and choose Return order; Afterpay says it will move the next payment while the retailer processes the return, and refunds go back to the card used, taking "up to 10 business days". The Installment Agreement (Section 7) says Afterpay "is unable to override merchant return, refund and exchange policies", and that the customer remains responsible for outstanding payments until the merchant's refund is processed.
Scope of this page. The page centers on the interest-free Pay in 4 product described in the Installment Agreement. Afterpay's loan-agreement page says "A finance fee may apply to certain transactions" and gives an example of a loan with a finance fee at a 36% APR; such loans are, per Afterpay, "underwritten and issued by First Electronic Bank" and are governed by separate loan agreements, so the terms above do not describe them.
Billing errors and disputes. The Installment Agreement says "You must contact us within 120 days after the error appeared on your statement" and that while Afterpay investigates, "We cannot try to collect the amount in question, or report you as delinquent on that amount." It also says a customer who is dissatisfied with goods or services and has "tried in good faith to correct the problem with the merchant" "may have the right not to pay the remaining amount due on the purchase", if listed conditions are met (purchase in the home state or within 100 miles of the mailing address and over $50, made with Afterpay, not yet fully paid).
If Afterpay cancels an order. Section 6 says that if Afterpay cancels a previously approved application before delivery, it will apply "a full refund of any amounts you have paid (excluding any chargebacks or fees incurred in relation to your payment)", cancel future payments for that order, and the customer will have "no obligation to make any further payments" for it.
If you cannot pay. The Hardship page says Afterpay "may be able to offer a financial hardship plan", which "may involve moving payment dates, waiving late fees or arranging a payment plan", starting with a secure form.
Contact and complaints. Afterpay lists chat in the app (My Afterpay, then Support, 24/7) and a U.S. support phone line, (833) 844-8095, daily 8 AM to 9:30 PM ET. Its Help Center has a "Make a complaint about Afterpay" form. Afterpay's contact page says its representatives will never ask for a password, PIN, full card number or sign-in code.
Closing an account. The help article says the balance must be $0 and that closing is permanent; deactivating keeps the account history. Terms Section 5.4 says Afterpay will not close an account while an amount is owed.
Outside routes. A complaint about a financial product can be sent to the CFPB at consumerfinance.gov/complaint and to the consumer's state financial regulator; for California residents, the Installment Agreement cites finance lender license 60DBO-99995 and names the DFPI as the contact for information. See the complaint record below for what the public databases show.
Regulator actions: California DBO settlement (2020)
The California Department of Business Oversight (now the DFPI) announced on March 16, 2020 a settlement with Afterpay US, Inc. According to the DFPI's press release, the company "agreed to stop making illegal loans, refund $905,000 to California consumers and pay more than $90,000 in administrative fees"; the department "concluded Afterpay had engaged in the business of a finance lender without obtaining a required license"; and, under the settlement, Afterpay "will only make future loans or extensions of credit to California residents under a California Financing Law (CFL) license issued to its affiliate, Afterpay US Services, LLC". The release says the refunds represented fees collected from more than 640,000 Californians. The page text opened for this profile does not include Afterpay's response to the department's conclusions.
No other U.S. federal or state enforcement action against Afterpay US, Inc. or Afterpay US Services, LLC was identified in the sources checked on October 14, 2026 (the CFPB complaint database listing, CourtListener docket search by case name and web searches); this is a scoped statement, not proof that none exists. Afterpay Limited, the Australian company, is the entity Block acquired; actions in other countries are not covered here.
Who operates Afterpay in the United States and who owns it
The U.S. Terms of Service (last update February 2026) are a contract with Afterpay US, Inc. and Afterpay US Services, LLC, and the footer lists "Afterpay US Services, LLC, NMLS ID 1870854". Loans with a finance fee are, according to the footer, "underwritten and issued by First Electronic Bank"; Afterpay has a separate First Electronic Bank loan agreement page (as opened October 14, 2026, the finance-fee loan agreement page shows "Last Updated: January 2026" and the Afterpay Program loan agreement page shows "Last Updated April 2026"; the program agreement says Square Capital, LLC services loans using technology infrastructure provided by Afterpay US, Inc.). The BBB lists the business as Afterpay, Inc. in Oakland, California.
Ownership. Block, Inc. said in a press release dated January 31, 2022 that it "has acquired all of the issued shares in Afterpay" (Afterpay Limited, through a scheme of arrangement). Block also operates Square and Cash App. This page describes the U.S. Afterpay entities named in Afterpay's Terms; how each U.S. entity sits within Block's corporate structure was not verified from a subsidiary list. Afterpay's Installment Agreement lists a Cash App Card and Cash App Pay among eligible payment methods. Afterpay uses the Clearpay name in the United Kingdom, per its own contact page; UK and other regions have separate terms.
Terms to know. The Terms (Section 13) require 30 days of informal negotiation, then binding arbitration under AAA rules with a class-action waiver, and let a customer opt out "WITHIN 30 DAYS OF THE DATE YOU LAST PLACED AN ORDER" by writing to [email protected]. The Installment Agreement (Pay in 4) carries its own arbitration clause with a different opt-out period: "WITHIN 30 DAYS OF SIGNING THIS AGREEMENT", by written notice to Afterpay US Services, LLC at the Oakland notice address or by email to [email protected]. The two documents are listed side by side; which one applies to a particular order is not stated on this page. The Installment Agreement (Section 6) consents to credit reports being obtained for eligibility and account servicing and (Section 8) says Afterpay may transfer the agreement and appoint collection agencies.
Afterpay complaint record: archive, CFPB, BBB and Trustpilot as displayed on October 14, 2026
Archive posts. A search of this site's archive on October 14, 2026 found no approved post whose business is Afterpay. One post names Clearpays.com, an unrelated website name, and several posts only contain the words "after payment"; none is linked to this profile.
CFPB database. Under the company name "Afterpay US Services, LLC" the CFPB Consumer Complaint Database showed 23 complaints, received between August 9, 2021 and September 16, 2022, none in the last 12 months; the company responses shown were closed with explanation (9), closed with monetary relief (9) and closed with non-monetary relief (5). The listing covers that one company name only, and a lack of recent entries under it does not show where newer complaints were filed.
BBB. The BBB profile for Afterpay, Inc. (Oakland, CA) shows an A+ rating, BBB Accredited status, 2,916 total complaints in the last 3 years and 704 filed in the last 12 months, and 382 customer reviews with a displayed average of 1.12 out of 5 stars. BBB's note says complaints about refunds on installment payments are directed to the Installment Agreement and refund help pages. BBB cautions that the number and nature of complaints should be read against the company's size.
Trustpilot. The afterpay.com page shows 237,611 reviews with a TrustScore of 4.6; the page is labelled "Verified business". Trustpilot's page says that it does not verify specific claims because reviewers' opinions are their own, and that it may label reviews "Verified" when a business interaction can be confirmed. These sources are shown separately and are not combined.
Court cases that name Afterpay US, Inc.
A CourtListener search by case name on October 14, 2026 returned 17 dockets with "Afterpay" in the caption between 2020 and 2026, most filed in federal bankruptcy courts or by individual consumers. Two that are not bankruptcy matters and have final docket entries are listed in the case table: Miller v. Afterpay US (N.D. Cal., 2021) and Edwards v. Afterpay US, Inc. (D. Me., 2022). The dockets do not state the claims beyond the court's classification ("Other Fraud"), and this page does not describe the plaintiffs' allegations. Both ended with a voluntary dismissal by the plaintiff; in Miller the docket shows Afterpay's motion to compel arbitration pending when the notice was filed.
Is Afterpay Legitimate?
Afterpay US Services, LLC is listed with NMLS ID 1870854 in Afterpay's footer, and the Installment Agreement cites California Finance Lenders Law license 60DBO-99995, which the BBB profile also lists. Block, Inc., a company that files reports with the SEC, stated in 2022 that it acquired all issued shares of Afterpay Limited. The BBB profile shows an A+ rating and accreditation, with 2,916 complaints in the last 3 years as displayed.
The public record also includes a 2020 California settlement over lending without a license and the complaint volumes above; a reader deciding whether to use the service should read the Installment Agreement's late-fee, arbitration and refund terms.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| Miller v. Afterpay US Docket 3:21-cv-04032 | U.S. District Court, N.D. California | Dismissed | Dismissed The docket shows Afterpay US filed a motion to compel arbitration and stay proceedings on July 22, 2021, and the plaintiff filed a notice of voluntary dismissal on August 9, 2021; the case was terminated that day. The court's nature-of-suit label is 'Other Fraud'; the docket does not summarise the claims. | Source | |
| Edwards v. Afterpay US, Inc. Docket 2:22-cv-00118 | U.S. District Court, D. Maine | Dismissed | Dismissed The docket shows a notice of voluntary dismissal by the plaintiff 'without Prejudice' filed July 21, 2022; the defendant's answer deadline had been extended to August 5, 2022. The court's nature-of-suit label is 'Other Fraud'; the docket does not summarise the claims. | Source |
Company Relationships
- Owned by: Block, Inc.
- Affiliated with: Cash App
- Affiliated with: First Electronic Bank
Frequently Asked Questions
Who operates Afterpay in the United States?
Afterpay's U.S. Terms of Service are a contract with Afterpay US, Inc. and Afterpay US Services, LLC, and the footer lists NMLS ID 1870854 for Afterpay US Services, LLC. Block, Inc. announced on January 31, 2022 that it had acquired all issued shares of Afterpay Limited.
How much is the Afterpay late fee?
The Installment Agreement says a late fee applies if an installment remains unpaid ten days after its due date, up to a maximum of $8.00 per late installment, and that late fees on one order will not exceed 25 percent of the order value. It also says no late fees apply to Rhode Island residents.
How do I get a refund when I return an item bought with Afterpay?
Afterpay's help article says to follow the retailer's returns policy and then mark the return in the app under Orders. Refunds go to the card used, and Afterpay says it can take up to 10 business days after processing. Afterpay's agreement says it cannot override a merchant's refund policy.
What phone number and channels does Afterpay list for support?
Afterpay lists in-app chat (My Afterpay, then Support, 24/7) and a U.S. phone line at (833) 844-8095, daily 8 AM to 9:30 PM ET, on its Contact Afterpay Support page. The BBB lists a different number, (855) 289-6014.
How do I file a complaint about Afterpay?
Afterpay's Help Center has a "Make a complaint about Afterpay" form. Complaints about consumer financial products can also be submitted to the CFPB at consumerfinance.gov/complaint, and California residents can contact the DFPI, which regulates Afterpay's finance lender license.
What happens if I miss an Afterpay payment?
Afterpay's help article says it will pause the account immediately so no further purchases can be made until payments are current, late fees may apply and the spending limit may decrease. Its Hardship page says a plan may include moving payment dates or waiving late fees.
How do I close my Afterpay account?
Afterpay's help article says the balance must be $0 and closing can be done through the web login or the app (Personal tab, Close my account); closing is permanent, while deactivating lets the customer return later. Terms Section 5.4 says Afterpay will not close an account while an amount is owed.
Does Afterpay require arbitration?
Section 13 of the Terms of Service provides for informal negotiation, then binding AAA arbitration with a class-action waiver, and lets a customer opt out in writing within 30 days of the date the customer last placed an order, by emailing [email protected]. The Installment Agreement has its own arbitration clause with an opt-out period of 30 days from signing the agreement, by mail to the Oakland notice address or by email to [email protected]. The two documents state different starting points for the 30 days.
What does the BBB show for Afterpay?
As displayed on October 14, 2026, the BBB profile for Afterpay, Inc. in Oakland, California shows an A+ rating, BBB Accredited status, 2,916 complaints in the last 3 years and 704 in the last 12 months, and 382 customer reviews with a displayed average of 1.12 out of 5 stars.