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Terms and Conditions
Your Virtual Prepaid MasterCard®
Subject to the restrictions set out below, you can use the Prepaid Card at most locations that display the MasterCard Acceptance Mark, either online, or on the telephone. Before using the Prepaid Card you need to make sure there are enough funds loaded on it. You will not be able to use your Prepaid Card after its expiry date. Your Prepaid Card is not a credit card and is not in any way connected to your bank account. You will not earn any interest on any funds loaded on your Prepaid Card.
- Applying for and activating your Virtual Prepaid Card
To apply for your Prepaid Card you must be at least 18 years old. We will require evidence of who you are and your residential address. We may ask you to provide some documentary evidence to prove this and we may carry out checks on you electronically.
By activating your Prepaid Card you are agreeing to these terms and conditions.
- Loading your Virtual Prepaid Card
Funds can be loaded to your Prepaid Card in a number of ways: Internet top up and phone top up via SMS, using your debit card, and top ups from your bank account via bank transfer. Bank Transfers will only be loaded onto your card once we have received the cleared funds. Other loading options may be added in the future, we will email you if and when a loading option is added.
Debit Card loads will be available on your Prepaid Card within minutes of being approved by your credit/debit card issuer. Bank Transfer loads will be credited to your Prepaid Card on the day they are cleared in our bank account. Please note that the time for value dating and clearing of a transfer depends on whether the transfer is from an international or European bank. A Load Fee may be applied for each load that you make, please refer to The Fees section.
- Using your Virtual Prepaid Card
Detailed instructions on how to use your Prepaid Card are found on the Website . You will need to follow these instructions when using your Prepaid Card.
We will deduct the value of your transactions from the balance on your Prepaid Card as soon as they are made. We will also deduct any applicable fees as soon as they become payable by you, see The Fees section for details of our fees. If sufficient funds are not loaded on your Prepaid Card at the time of a transaction to cover the amount of the transaction and the Fees, the transaction will be declined.
Your Prepaid Card can only be used where the merchant requests authorisation electronically. Where authorisation is not sought, the transaction will be declined.
- Cancellation and expiration of your Virtual Prepaid Card
You have a legal right to cancel your Prepaid Card up to 14 days after you have applied and paid for your Prepaid Card without being charged a refund fee – this 14 day period is known as the “Cooling-Off Period”. Under these terms and conditions, you also have the right to cancel your Prepaid Card at any time after the 14 day Cooling-Off Period. If your Prepaid Card is cancelled, we will immediately block your Prepaid Card so it cannot be used. You will not be entitled to a refund of money you have already spent on transactions authorised or pending, or any fees for use of the Prepaid Card before the Prepaid Card is cancelled or expires. You can cancel your Prepaid Card by sending an email to us using the ‘Contact Us’ function on the Website. Once we have received the necessary information, the refund of the funds remaining on your card will be processed.
If you cancel your Prepaid Card, once all transactions and fees have been deducted, we will arrange for any unused funds to be refunded to you, see “Your Right to a Refund” section below for further information. An Administration Fee will be charged (see The Fees section) unless you have arranged to transfer any unused funds to another Prepaid Card managed by us or you cancel your Prepaid Card within 14 days of paying for it. We may also cancel your Prepaid Card immediately if we suspect fraud or misuse of your Prepaid Card, if we have any other security concerns or we need to do so to comply with the law. If we do this, we will tell you as soon as we can or are permitted to do so after we have taken these steps. In these circumstances, you must tell us what you want us to do with any unused funds within 3 months of the date we tell you your Prepaid Card is cancelled.
- Keeping your Virtual Prepaid Card secure
You should treat your Prepaid Card like cash. If it is lost or stolen, you may lose some or all of your money on your Prepaid Card, in the same way as if you lost cash in your wallet or purse. As a result, you must keep your Prepaid Card safe and not let anyone else use it.
We recommend that you check the balance on your Prepaid Card regularly online. You can see your Prepaid Card balance and recent transactions online at any time.
If you lose your Prepaid Card or it is stolen, or you suspect that your Prepaid Card has been used by someone other than you, you must tell us immediately by calling us on our lost and stolen card helpline so we can cancel your Prepaid Card.
If, after reporting a Prepaid Card lost, you subsequently find the card, you must not use it.
If you ask us to do so, we will investigate any disputed transaction or misuse of your Prepaid Card and we may need more information and assistance from you. If this assistance or information is not provided then you may not be entitled to a refund.
Subject to the liability provisions below we will refund the amount of any transactions which the investigations show are not authorised by you, provided you have kept your Prepaid Card secure, you have not acted fraudulently, or acted without reasonable care. However, if the investigations show that any disputed transaction was authorised by you, or you have not kept your Prepaid Card secure, we will not refund the transaction amount and will charge you an Administration Fee (see The Fees section).
In the event that you do not use your Prepaid Card in accordance with these terms and conditions or we find that you are using the Prepaid Card fraudulently, we reserve the right to charge you for any reasonable costs that we incur in taking action to stop you using this Prepaid Card and to recover any monies owed as a result of your activities.
Like other payment cards, we cannot guarantee a retailer will accept your Prepaid Card, or that we will necessarily authorise any particular transaction. This may be because of a systems problem, something outside our reasonable control, or because we are concerned that your Prepaid Card is being misused. Accordingly, we shall not be liable in any event that a retailer refuses to accept your Prepaid Card, or if we do not authorise a transaction, or if we cancel or suspend use of your Prepaid Card. Unless otherwise required by law, we shall not be liable for any direct or indirect loss or damage you may suffer as a result of your total or partial use or inability to use your Prepaid Card, or the use of your Prepaid Card by any third party. We may restrict or refuse to authorise any use of Your Card in any legal jurisdiction if using the Card is causing or could cause a breach of the Terms and Conditions of this agreement or if we suspect criminal or fraudulent use of the card.
- Your right to a refund and redemption
You may request a refund of the funds on your Prepaid Card. To do so, send us an e-mail using the ‘Contact Us’ facility on the Website requesting a refund. When we process your refund, we may charge a Refund Fee (see The Fees section).
We will send a cheque to your last notified address or arrange an electronic transfer to a bank account nominated by you. However, to enable us to comply with our legal obligations, we may ask you to provide us with certain information before we can process your refund request.
We reserve the right to charge a Refund Fee for redemption of your funds in the following circumstances:
- a) where you make a request for redemption of your funds before the expiry date;
b) where you terminate this Agreement before the expiry date;
c) where you make a request for redemption more than one year after the expiry date.
You are entitled to request redemption of your funds without being charged a Refund Fee for doing so provided that your request is made at the expiration date or up to one year after that date.
- Changes to these Terms and Conditions
We may change these terms and conditions at any time upon notice to you. Any such changes shall take effect no earlier than two months following notice of the change (other than where the change is required by law or where it relates to a new service not specified in these terms). The up-to-date version of the Prepaid Card terms and conditions will always be available on the Website. If you are significantly disadvantaged by or do not agree to any such change that we make, you may cancel your Prepaid Card in accordance with our refund policy (see section 9 above). In such circumstances you will not be charged a Refund Fee (see The Fees section).
- The Fees
If we decide to change any fees, we will tell you by e-mail, SMS text message, or post, at least two months before any changes take effect. Authorisation will be requested for all transactions at the time of each transaction. In the unlikely event, for any reason whatsoever, a transaction is completed when there are insufficient funds on the Prepaid Card for that transaction (a “Shortfall”), the Shortfall shall be reimbursed by you unless it is due to an error on the part of the retailer where the Prepaid Card was presented, in this circumstance we may seek the Shortfall from the retailer. You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount. We may charge the amount of the Shortfall from any other Prepaid Cards that you hold with us, to any other payment method which you may designate at that time, or against any funds which you may subsequently load onto your Prepaid Card or on any additional Prepaid Card ordered by you. Until we are reimbursed the Shortfall amount, we may suspend your Prepaid Card and any additional Prepaid Cards connected to you. In addition, we reserve the right to charge you an Administration Fee for each transaction that you make using your Prepaid Card that results in a Shortfall or increases the Shortfall amount on your Prepaid Card.
- Your details
You must let us know as soon as possible if you change name, address or e-mail address. If we contact you in relation to your Prepaid Card, for example, to notify you that we have cancelled your Prepaid Card or to send you a refund by cheque, we will use the most recent contact details you have provided to us. Any e-mail or SMS text message sent to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.
- Data protection
The personal information that is collected when you apply for a Prepaid Card will be used by us, our Prepaid Card issuer and third parties (on its behalf) to run your Prepaid Card, process your fund transfers or transactions. We or third parties may also contact you to let you know about services that we believe may be of interest to you, unless you have informed us that you do not want to receive this information. We shall ensure that the appropriate technical and operational security measures are in place to keep the personal data transferred confidential and secure. You may raise queries as to the personal information held by us about you, let us know about changes to your personal information or contact us if you no longer wish us to use your personal information, at any time using the ‘Contact Us’ facility on the Website.
- Disputes with retailers
If you have any disputes about purchases made using your Prepaid Card, you should settle these with the person you bought the goods or services from. We are not responsible for the quality, safety, legality or any other aspect of any goods or services purchased with your Prepaid Card. Remember that once you have used your Prepaid Card to make a purchase we cannot stop that transaction.
If you have an enquiry relating to your Prepaid Card, you can use the ‘Contact Us’ facility on the Website. We will deal with your enquiry promptly.
- 16. Compensation
The Prepaid Card is an electronic money product and although it is a product regulated by the Financial Services Authority, it is not covered by the Financial Services Compensation Scheme or the Gibraltar Deposit Guarantee Scheme. No other compensation scheme exists to cover losses claimed in connection with the Prepaid Card. The issuer is required by law to safeguard your funds against insolvency. However, in the unlikely event that it became insolvent, the Card and any funds may lose their value and become unusable, and accordingly you may lose funds loaded onto your Card.
- 17. Assignment
We may assign the benefit and burden of these terms and conditions to another company at any time, on giving you at least two months prior notice of this. If we do this, your rights will not be affected. You may not assign your rights.
- Transfer to a new Prepaid Card issued by a different institution.
We may transfer your unused balance to a new prepaid card provided by another prepaid card issuer at any time. Before we do this, we will send you an e-mail and/or SMS text message and/or letter with at least two months’ notice of the new Prepaid Card arrangements and the new Prepaid Card terms and conditions. Unless you advise us within the notice period that you do not want a new Prepaid Card from the new Prepaid Card issuer, you agree that we can automatically transfer the unused balance on your Prepaid Card to a new Prepaid Card provided by the new Prepaid Card issuer.
- Governing law
All communications with you will be in English. These terms and conditions will be construed in accordance with English law and the exclusive jurisdiction of the English courts.
- Fees Table
The information contained in the table below summarises key product features and is not intended to replace any terms and conditions.
|Card Activation Fee||15 GBP||15 Euro||15 $|
|Load Fees & Limits|
|* Maximum Top-up Amount Per Day||£5,000.00||€5,000.00||$2,500.00|
|* Maximum Card Balance||£5,000.00||€5,000.00||$2,500.00|
|* Maximum Daily Spend||£5,000.00||€5,000.00||$2,500.00|
|Inactivity Fee (per month after 90 days of inactivity)||£1.00||€1.50||$2.00|
|Foreign exchange mark-up (of transactions in a currency other than your card currency)||3%||3%||3%|
|Refund fee/Administration Fee||£20.00||€25.00||$30.00|
*These limits apply to upgraded cards only; other cards have a cumulative limit of £2000.00, €2500, $2500 where the applicable currency limit is the currency of the card.