Terms and Conditions

HOLIDAY MONEY - TERMS AND CONDITIONS OF DELIVERY AND COLLECTION

Information About Us

www.ace-fx.com is a Site operated by ACE-FX Limited. We are registered in England and Wales under company number 06748933 and have our registered office at 5 London Bridge Walk, London, SE1 2SX.

We are registered with the HM Revenue and Customs as a Money Service Business. Our Money Service Business registration number is 12429742.

Our Service

Our Site is only intended for use by people resident in the United Kingdom. By placing an order for currency through our Site, you warrant that you are legally capable of entering into binding contracts, you are at least 18 years old; and you are resident in and are accessing our site from the United Kingdom.

By agreeing to our terms and conditions, you agree that we may undertake appropriate checks (including electronic checks) to verify your identity. We may decline your order if we cannot verify your identity or for any other reason in our discretion.

Ordering Currency

You may use the Service to place an order for currency. Orders are subject to a minimum value of £100 and a maximum value of £2,500.

To place an Order, you should enter your Currency requirements into the currency converter on the Site and follow the 3 simple steps on the screen. You are responsible for entering correct information and we will not be responsible for any losses that you may suffer as a result of your error. You may correct errors up to the point that you submit your payment details in respect of your Order.

As part of the Order process you may request your Currency in specific denominations by using the special instructions box. We will do our best to comply with your request but we do not guarantee that any requested currency denominations will be met.

You will be informed of delivery instructions prior to confirmation of the order. If you do not accept the delivery instructions you need not continue with the order.

After placing an order, you will receive an e-mail from Us confirming that we have received your Order. You will then receive a further email once we have received your payment stating when your order will be delivered. You should print a copy of the confirmations for your records.

Your order constitutes an offer to purchase currency subject to our acceptance. Our confirmation constitutes acceptance of your order.

All Orders are subject to the availability of the requested Currency and/or any limits or restrictions imposed by us or by regulation or law from time to time.

Orders may be placed at any time but will be processed during the hours of 8.00am to 5.00pm Monday to Friday excluding English bank holidays. Any order placed outside Working Hours will be processed during Working Hours on the next working day.

Price and Payment

The price of any currency will be as quoted on our Site from time to time, except in cases of obvious error.

The rate of exchange applicable to the currency is displayed on the currency converter. Prices are updated every hour on our Site in accordance with updates in the wholesale market. Price updates will be subject to a delay according to our pricing policy in force at the time of your order. The rate of exchange applicable to the currency is subject to your acceptance, and if you do not accept the rate of exchange offered to you, you are not required to continue with your order.

Payment for all Currency must be made by debit card, We accept payment with the following debit cards: MasterCard Debit; Maestro; Visa Debit; and Visa Electron.

We accept No cheque payments into our account.

There is no charge mage by ace-fx for payment by debit card.

Your debit card issuer may apply a cash advance charge over which we have no control. You are responsible for checking with your credit or debit card issuer as to whether a cash advance charge will be applied. Any cash advance charge will be shown separately on your credit or debit card statement. (See debit card info)

We do not charge any commission in respect of your Order for Currency

Due to exchange rate fluctuations, ACE-FX have the right to cancel any orders without warning.

Due to Money Laundering Regulations, all transactions over £5000 will require you to email us a copy of your passport/driving licence.

REFUNDS

Should ACE-FX not be able to verify the account payer at the home address given, ace-fx will issue a refund usually within 24 hours however customers must be prepared to wait up to 5 working days

Of the huge volumes of letters and packets royal mail handle, very few encounter a problem along their way - but they take every single failure seriously.

Should the royal mail manage to lose your order, ace-fx has fully insured it. However ACE-FX will have to wait 10 working days before the item is claimed as lost and may have to wait up to 30 days before receiving a full refund. ACE-FX will not be able to refund the customer until they have received a full refund from the royal mail.

Our Return and Refunds Policy

Our Service includes comprehensive checks to ensure that you receive the correct currency. However, we do not guarantee that our Service will be error free and you acknowledge that from time to time errors may be made. All our delivers our recorded before being packed and sealed as proof of what we have sent you.

Where you have received incorrect currency as a result of our error, we will request that you return any such currency to us, and you must do so by Royal Mail special delivery, the cost of which will be refunded to you.

Anti Money Laundering

In order to use our Service you must comply with all applicable laws and regulations, including those relating to anti-money laundering regulations. If you fail to do so we reserve the right to prevent you from using our Service to order currency.

In order to enable Us to comply with our anti-money laundering and other legal obligations and our internal risk and fraud policies, We may ask to you for further information and identification (such as proof of your residential address). The name on the debit card that you use to purchase currency must match that on the identification document(s) that you submit to us.

Information We May Collect From You

  • Information that you provide by filling in forms on our Site www.ace-fx.com. This includes information provided at the time of registering to use our Site, subscribing to our service, posting material or requesting further services.
  • Details of transactions you carry out through our Site and of the fulfilment of your orders.
  • We may collect information about your visits to our Site.

We use information held about you in the following ways:

  • to ensure that content from our Site is presented in the most effective manner for you and for your computer;
  • to provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes;
  • to carry out our obligations arising from any contracts entered into between you and us;
  • to allow you to participate in interactive features of our service, when you choose to do so;
  • To notify you about changes to our service.

We may also use your data to provide you with information about goods and services which may be of interest to you and may contact you about these by email.

If you do not agree to us using your data for marketing purposes, please inform us of this by unticking the relevant boxes on the registration form.

Delivery Verification

For security Ace-Fx will verify your address with our Electoral Roll system or Credit Check System.

We will validate name, address and other personal information supplied by you during the registration process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998..

Delivery Policy

Where a delivery is made at the customer's request, ACE-FX can accept no direct responsibility or liability for safe delivery beyond ensuring the secure handover of currencies to the chosen delivery address.

Customers must refuse to accept any damaged packages delivered by Royal Mail. ACE-FX will not accept any responsibility for damaged packages.

Royal mail undertakes to deliver packages by 1.00pm the next working day. Track and trace on packages can be made from 1.30pm. Please note that in some circumstances the delivery will be made after 1.00PM and in the case of outer districts, for example Scotland and Northern Ireland, this may take up to 2 working days.

Please note that this service may be affected as a result of external influences on the ability of our delivery company Royal Mail to complete its service. 

Orders placed on Friday after 2:00pm or during the weekend will be delivered on the following Tuesday.

The customer who placed the order, or a person in his or her trust, MUST be available at the delivery address to receive and sign for the currencies. If you are not at home (or the delivery address), you will be requested to collect the package at your local sorting office. ID will be required upon collection at the sorting office. ACE-FX will not accept any liability for fraudulent acts committed by any third party signatories.

Once Royal Mail has obtained the signature and delivered the currencies at the assigned postal address, the transaction between the ACE-FX LIMITED and the customer is deemed complete.

Please note the delivery charge includes insurance against loss / theft in transit.

Limitation on ACE-FX Liability

ACE-FX shall make every effort to process orders placed via this Service without any delay. However, by agreeing with our terms and conditions, it is understood that delays can sometimes occur due to technical problems or matters out of ACE-FX control.

It is essential that you have a person you trust available at the delivery address to receive and sign for your delivery, as ACE-FX will not accept any liability for fraudulent acts committed by such third party signatories.

ACE-FX Limited excludes all liability for any claim arising from any act undertaken for a Customer unless the Customer can prove that ACE-FX caused the Customer to suffer loss.
When determining if ACE-FX has caused a Customer to suffer loss, the Customer accepts the actions of intermediaries not employed by ACE-FX as the actions of third parties. ACE-FX will not be responsible for any loss caused by a third party. This does not affect the customers' statutory rights.

ACE-FX LIMITED reserves the right at all times to refuse to process any Currency orders at any stage.

It is understood, that you have read, understood and accepted our Terms and Conditions prior to placing your order and will not hold ACE-FX responsible for delayed or non delivery of your currencies caused by factors beyond the control of ACE-FX. This does not affect your statutory rights.

 

ACE-FX Instant Issue MasterCard® Prepaid Card

Terms and Conditions of use

 

1.             The card

1.1 These terms and conditions apply to any holder of this card (‘the card’). By using your card you are demonstrating your agreement to these terms and conditions.

1.2 The card is promoted by Ace fx, and issued by Wirecard Card Solutions Limited Registered Office: 3rd Floor, Grainger Chambers, 3-5 Hood Street, Newcastle upon Tyne. NE1 6JQ. Registered in England No. 07875693.  Authorised and regulated in the UK by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900051).

1.3 You will apply for a card in a stated currency. All references to that currency in these terms and conditions are relevant to you.

1.4 The card is an e-money product, and as such it is not covered by the Financial Services Compensation Scheme. In the unlikely event that Wirecard Card Solutions Ltd becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.

1.5 These terms and conditions are available online at www.ace-fx.com. You can request a copy of these terms and conditions at any point in their duration.

 

2 Definitions

In these terms and conditions, the following words and phrases have the meanings shown next to them:

ATM – means automatic teller machine or cashpoint facility or cash dispenser;

Business day – means a day between and including Monday to Friday, between 9am and 5pm (UK time) except for bank or public holidays in England and Wales;

Card – means your Ace fx Prepaid Card (including replacement card);

Card scheme – means MasterCard

Fees – a variety of charges that can be raised for purchase and ongoing use of the card;

PIN – means personal identification number i.e the security number provided for use with the card;

Purse value – means the maximum value of funds that can be held with the card any one time;

Supplier – a retailer, merchant or other supplier of goods and/ or services which accepts payment by means of a card, card number, PIN or card and signature;

Summary Box – The section that includes notification of charges, limits and restrictions associated with the card;

Supplier’s bank – the merchant acquirer used by the supplier for the purposes of receiving payments arising from transactions.

Ace-fx Prepaid Card – means a card with the features set out in condition 3.2;

Verification of identity – means confirming personal identity and address of you by conducting electronic verification of your details or by you providing documentation of identity;

We / us / our – means Wirecard Card Solutions Limited or co-brand partners acting on our behalf;

Year – 12 month period following the date when the card is issued to you and each subsequent 12 month period.

You / your – means the person or persons who have received the card and are authorized to use the card as provided for in this Agreement;

 

3 Loading the card

3.1 The table below sets out the methods by which you can pay for and load up your card when you first get it and how you can load it up subsequently:

 

 

 

When you pay

Method

Sterling

Euro

US Dollar

Purchase

Instore Cash/Debit card

Minimum load

Maximum single load

Maximum card balance

 

£10.00

£5,000.00

£5,000.00

 

€15.00

€6,250.00

€6,250.00

 

 

$25.00

$7,500.00

$7,500.00

Reloading

Instore Cash/Debit card

Minimum load

Maximum single load

Maximum card balance

 

Online Debit card

www.ace-fx.com

Funds are available within 2 hours

Minimum load

Maximum single load

Maximum card balance

 

 

 

Annual loading limit

 

ATM restrictions

Max Daily ATM withdrawal

 

£10.00

£5,000.00

£5,000.00

 

 

 

 

£10.00

£5,000.00

£5,000.00

 

 

 

£20,000.00

 

 

£500.00

 

€15.00

€6,250.00

€6,250.00

 

 

 

 

€15.00

€6,250.00

€6,250.00

 

 

 

€25,000.00

 

 

€625.00

 

 

 

$25.00

$7,500.00

$7,500.00

 

 

 

 

$25.00

$7,500.00

$7,500.00

 

 

 

$30,000.00

 

 

$750.00

 

 

3.2 To load your card by debit card, you must use a debit card that has been issued by a regulated financial institution in the UK or EEA and is registered at the same address as this card.

3.3 The time that it takes for your card balance to be updated when you load your card depends on the method that you use and the time that it takes for the funds to be sent to Us. If We receive the funds on a business day, your card will be updated with the amount on the same business day. If We receive the funds on a day that is not a business day, We will update your balance on the next business day. You can check the transfer time, for example, with your bank provider if paying from a bank account.

3.4 When funds are loaded onto your card, the payment is made in the same currency as that of your card.  The currency you have used to load your card may be different to that of the card.  Your card statement will show the exchange rate used which applied on the date that the card was loaded.  Exchange rates may change and the exchange rate which applies when you check may not be the exchange rate that was used to convert your funds to load your card. 

 

4 Use of the card

4.1 The card is a prepaid product which can be used to pay for goods and services at retailers that display the MasterCard Acceptance Mark. To use the card, present it at the time of payment. Use it in full or part payment of your purchase.

4.2 When you receive your card, you must activate your card call 0871 990 0517 or when calling from abroad +44 124 477 9900 (lines are open 24/7 and calls are charged at 10p per minute) and input the personal information unless your other card has been lost or stolen and you have reported the loss or theft to us.

4.3 You must not make purchases that exceed the balance of funds available on the card.  Your balance will be reduced by the amount of each purchase you make. If any purchase takes you over your available funds or the card limits in force from time to time and set out in condition 18 the transaction will be declined.

4.4 You can use the card to make purchases in-store, via the internet or over the phone. The card can be used to obtain cash through ATMs. There is no cash back facility. This is not a debit card supported by a bank account, and is not in any way connected to a bank account. It is also not a guarantee card, charge card or credit card. You will not earn any interest on any funds loaded on to the card.

You must not use the card for:

4.4.1 transactions for cash (other than ATM withdrawal) including for example cash back, cash from a bank, money orders, traveller’s cheques, foreign exchange, or bureau de change, or

4.4.2 any illegal purposes.

4.5 Your card cannot be used in situations where it is not possible for the supplier to obtain online authorisation that you have sufficient balance for the transaction. For example: transactions on trains, ships, and some in-flight purchases.

4.6 We may stop, suspend or restrict your card or PIN on reasonable grounds relating to:

4.6.1 the security of your card, card number or PIN, and

4.6.2 the suspected unauthorised or fraudulent use of your card or PIN. We will, if possible, inform you before stopping, suspending or restricting your card or PIN that we intend to do so and the reasons for doing this. If we are unable to do so then we will inform you immediately afterwards. The requirement to inform you does not apply where it would compromise reasonable security measures or it would be unlawful to do so.

4.7 We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the card. We are not liable for the failure of any merchant to honour the card.

4.8 We will not issue the main card under these terms and conditions to anyone under the age of 18 years old.

 

5 Transactions

5.1 You agree that any use of your card, card number or PIN constitutes your authorisation and consent to a transaction.

5.2 The time of receipt of a transaction order is when it is received by us. If a transaction order is received after 3pm on a business day then it will be deemed to have been received on the next business day. If receipt does not fall on a business day then it will be deemed to have been received on the next business day.

5.3 You cannot stop a transaction after it has been transmitted to us by giving your consent to the transaction, or once you have given your consent to the supplier for a pre-authorised payment.

5.4 We may refuse a transaction or suspend or terminate the right to top up your card. We may do this if the relevant phone or computer link is busy. We may also do this if:

5.4.1 a transaction might take you over your available funds on the card; or

5.4.2 a transaction might take you over any of your card limits; or

5.4.3 We reasonably believe that we need to do so to keep to the rules of the payment system under which your card is issued, or

5.4.4 We reasonably believe that there are needs to do so to comply with any law or as a matter of good practice

 

6 Foreign currency transactions

6.1 The card can be used for transactions which are not in the currency of the card although a fee will be applied for doing so.

6.2 If you make a transaction in a currency other than the currency of the card we will change the amount into the currency of the card at the wholesale market rate or any rate that a government may set. We will charge a service charge (commission), see Summary Box.

6.3 Exchange rates may change, and the exchange rate which applies on the date that you make your transaction may not be the same as the exchange rate we use on the date that we convert the transaction charge and deduct the service charge from your balance. The exchange rate applied will include this service charge. You can check the exchange rate used as described in condition 7. Your online statement will show the exchange rate and service charge.

 

7 Checking your balance

7.1 To check the available balance on your card or to review your transactions visit www.ace-fx.com and login to your account free of charge or call +44 1753 778 778. Calls are charged at your standard network rate. Lines are open 24 hours, 7 days a week.

 

8 When your card expires

8.1 The card’s expiry date is printed on the card. You must not use the card after its expiry date and you will not be able to reload it.

8.2 You will be sent an email asking if you want to replace that card and keep any existing balance on it. If you request that we do this, you will be issued with a replacement card within two weeks. A replacement card fee will apply (see Summary Box).

8.3 If you renew your card in circumstances under conditions 8.2 this agreement will continue to apply.

8.4 If you don’t request that your card is renewed under condition 8.2 or do not request a replacement under condition 8.3, you will not be able to use it after its expiry date. You can redeem any outstanding balance on the card up to 6 years after the expiry date by following the process in condition 9. If any balance remains on the card for more than 6 years after the expiry date, it will not be refunded.

 

 

9 Redemption

9.1 You can redeem all or part of your balance by calling us on +44 1753 778 778 (Calls are charged at your standard network rate. Lines are open 24 hours, 7 days per week) up until the date that is 6 years after the expiry date shown on your card  We will transfer any redeemed funds into a bank account which is in your name.  We may request proof from you of the account name.

9.2 You will be charged a fee (see Summary Box) to cover redemption costs on each occasion that you redeem if you redeem all or part of your balance at the following times:

9.2.1 where redemption is requested before termination of the contract;

9.2.2 where the e-money holder terminates the contract before any agreement termination date; or

9.2.3 where redemption is requested more than one year after the date of the termination of the contract.

9.3 You will be reminded of this fee before redemption. Please note that if your balance is equal to or less than the amount you want to redeem in the circumstances listed above, the fee will equal your balance which will be reduced to zero.

9.4 You will not be charged a fee for redemption if:

9.4.1 we terminate this agreement, or

9.4.2 if the request for redemption is at termination of the contract or up to one year after that date.

 

 

 

10 Liability

10.1 You must sign your card as soon as you receive it and keep it safe. You must always make sure that you:

10.1.1 do not allow anyone else to use your card;

10.1.2 do not reveal your PIN and never write down your password(s), PIN or any security information you have given us unless you do this in a way that would make it impossible for anyone else to recognise any of that information;

10.1.3 only release the card, card number or PIN to make (or try to make) a transaction, and

10.2 If your card is lost or stolen or someone else finds out the PIN or if you think your card, card number or PIN may be misused, you must:

10.2.1 Call us without undue delay on +44 1753 778 778.   (Calls are charged at your standard network rate. Lines are open 24 hours, 7 days a week) so that we can stop your card and PIN;

10.2.2 if we ask, write to us within seven days to confirm the loss, theft or possible misuse (the address is Card Services, PO Box 67528, London, EC2P 2HU), and

10.2.3 stop using the card, card number or PIN immediately. If you find the card after you have reported it lost, stolen or misused, you must cut it up and tell us as soon as you can.

10.3 If your card, or any replacement card, is lost or stolen, once you have reported it you can request a replacement by calling +44 1753 778 778 (Calls are charged at your standard network rate. Lines are open 24 hours, 7 days a week). We will charge a fee for the replacement card. This is set out in the Summary Box.

10.4 You may not be liable for any use of the card, card number or PIN by another person who does not have your permission to use it or if it is lost, stolen or destroyed, unless:

10.4.1 you agreed to that person having your card, card number or PIN, or through gross negligence or carelessness, failed to comply with condition 11.1, in which case you may be liable for any use that occurs before you tell us in accordance with these terms and conditions, or

10.4.2 you acted fraudulently then, to the extent permitted by law, you may be liable for misuse of the card, card number or PIN.

10.4.3 you may only be liable to a maximum of £50 resulting from transactions arising from the use of a lost or stolen card or from the misappropriation of the payment instrument where the cardholder has failed to keep security features of the card safe.  The £50 liability limit is applicable to each instance of loss, theft or misappropriation and not each transaction.   

10.5 If your card is used without your permission, or is lost, stolen or if you think the card may be misused, we may disclose to law enforcement agencies, any information which we reasonably believe may be relevant.

10.6 We will not be liable for:

10.6.1 any abnormal or unforeseeable circumstances outside our reasonable control (for example, a failure of computer systems which happens for reasons outside our reasonable control or any industrial action which happens for reasons outside our reasonable control) if this prevents us from providing its usual service;

10.6.2 any person refusing to accept or honour (or delays in accepting or honouring) your card, card number or PIN, or

10.6.3 any cash dispenser failing to issue cash. We will not be liable for the way in which you are told about any refusal or delay.

10.7 In case of errors or disputes about transactions, call us on +44 1753 778 778.

 

11 Altering these terms and conditions

11.1 We may change any of these terms and conditions, including fees and charges, or introduce new terms. If we make any changes, we will give 2 months prior written notice to you by email.

11.2 If we change these terms and conditions, the new terms and conditions will be available at www.ace-fx.com from the date the change takes place.

11.3 You will be deemed to have accepted any change to these terms and conditions unless you notify us of any objection before the proposed date of the change.

11.4 Between receipt of the notice and the proposed date of change, if you notify us that you do not accept the change, this agreement will terminate immediately and subject to condition 9.4.2 you can redeem your total balance at that time without charge.

 

12 Cancellation rights

12.1 If you change your mind about having the card, you can cancel it within 14 days of the date you receive confirmation of your application being approved by calling us on +44 1753 778 778 (Calls are charged at your standard network rate. Lines are open 24 hours, 7 days a week). You will not be charged for canceling the card during this period. We will refund any balance remaining on the card to you and any fees that you have paid.

12.2 We will reimburse you in the currency the same as that of your prepaid card.

 

13 Ending this agreement

13.1 We may terminate this agreement at any time. Unless there are exceptional circumstances we will give you 2 months’ prior written notice.

13.2 You can terminate this agreement by calling us on +44 1753 778 778 (Calls are charged at your standard network rate. Lines are open 24 hours, 7 days a week) subject to conditions 11.4 and 12

13.3 If you do not redeem your full balance within 6 years of your card’s expiry date, this agreement terminates.

 

14 General

14.1 By entering into this agreement you agree that we may use your information in accordance with the ‘How we use your information’ section of these terms and conditions, as set out in condition 17.

14.2 We may monitor and/or record telephone calls between you and us or service providers.

14.3 You must provide us with an email and postal address and phone number and let us know of any changes.

14.4 We may transfer our rights or obligations under this agreement or arrange for any other person to carry out its rights or obligations under this agreement. You may not transfer any of your rights or obligations under this agreement.

14.5 We can delay enforcing its rights under this agreement without losing them.

14.6 If we cannot enforce any paragraph, condition or part of a paragraph or condition under this agreement, it will not affect any of the other paragraphs, conditions or the other part of the paragraph or condition in this agreement.

14.7 This agreement is governed by the law of England and Wales. The language of this agreement is English and all notices and information given under this agreement will be in English.

 

15 Payment services information

15.1 This condition 15 only applies if the supplier’s bank is located within the European Economic Area (EEA) and the payment services being carried out are transacted in Euro, or another currency of an EEA member state.

15.2 We will ensure that a transaction you make is credited to the supplier’s bank, or that returned funds following redemption or cancellation are credited to your bank within these timescales:

 

Type of Transaction

Timescale

Transaction carried out in a currency other than Euro (€), US Dollar ($) or Pounds Sterling (£)

Or

Transaction involving more than one currency

By the end of the fourth business day following the day on which the transaction or order is received

Any other Transaction

By the end of the business day following the day on which the transaction order is received

 

 

15.3 If you use your card or provide your card details to a supplier to make a transaction before you know the amount which is going to be charged to your card, then you may be entitled to request a refund if the amount is unexpectedly large, provided that you tell Us within eight weeks from the date the transaction is deducted from your balance but you will NOT be entitled to a refund if you have been told by us, or the supplier, of the amount of that transaction at least four weeks before the transaction is due to be deducted from your balance, and you consented to the transaction.

15.4 On receipt of such a request under condition 15.3, we may require you to provide us with the information to ascertain whether the conditions in condition 15.3 have been met. Within 10 business days of receiving a request from you under condition 15.3 or of receiving any additional information required under this paragraph, we will provide a refund or justify why we are refusing the request.

15.5 We are liable for the correct execution of the transaction unless we can prove that the transaction was received by the supplier’s bank, in which case the supplier’s bank is liable to the supplier. You may request that we make immediate efforts to trace an incorrectly executed transaction and notifies you of the outcome.

15.6 When a supplier initiates a transaction it is the supplier’s bank which is liable for the correct transmission of the relevant details to us. If the supplier’s bank can prove that it is not responsible for a transaction which has failed or has been incorrectly executed, we will be responsible to you.

15.7 If we are responsible for an incorrect amount of a transaction being deducted from your balance, we will correct the error. If we are responsible for a transaction being deducted from your balance which you did not authorise, we will refund the amount of the transaction to your balance and treat the transaction as if it had never occurred. You must inform us of an unauthorised or incorrect transaction as soon as possible and in any event no later than 13 months after the debit date. If you do not do so, we may not be liable.

15.8 We are not liable if you incorrectly identify the supplier under a transaction. In such a case, we will make reasonable efforts to recover the funds involved.

 

16 Complaints and how to contact us

16.1 If you would like to make a complaint, or contact us for any other reason connected to these terms and conditions please write to Card Services, PO Box 67528, London, EC2P 2HU.  Alternatively you can email your complaint to pct.enquiries@banctec.com or call the customer services team on +44 1753 778 778 (Calls are charged at your standard network rate. Lines are open 24 hours, 7 days a week). We have procedures in place to make sure that we handle your complaint fairly and quickly. However, if you are not satisfied with the outcome of your complaint, you can write to the Financial Ombudsman Service at Exchange Tower,  London E14 9SR.

 

17 How we use your information

17.1 We will search your record at credit reference and fraud prevention agencies. These searches are to check your identity and we do not carry out full credit reference checks or credit scoring for this purpose. We will use an automated decision-making system to assess your application and verify your identity.

17.1.1 If we are unable to verify your identity adequately, we may ask you to provide some documentary evidence to help confirm your identity and address.

17.2 Credit reference agencies may check the details you supply against any particulars on any database (public or otherwise) to which they have access. An unrecorded enquiry will be made. An unrecorded enquiry is a search that was not made for lending purposes. It cannot affect your credit rating or score when you apply for credit. It is not seen by lenders other than the one that carried out the search. It is included on your credit report so you know the search was made but does not affect your credit rating, or score, when you apply for credit.

17.3 If you give us false or inaccurate information and we identify fraud, we will record this with fraud prevention agencies. Law enforcement agencies may access and use this information.

17.3.1 The fraud prevention agencies will share records with other organisations.  We and other organisations may access and use the information recorded by fraud prevention agencies overseas.

17.3.2 Please phone us on +44 1753 778 778 (Calls are charged at your standard network rate. Lines are open 24 hours, 7 days a week)   if you would like details of those credit reference and fraud prevention agencies. You have a legal right to these details.

17.3.3 You have certain rights to receive a copy of any information we hold about you. Please write to: Card Services, PO Box 67528, London, EC2P 2HU.  We may charge you for this service.

17.4 Some information held by credit reference and fraud prevention agencies will be disclosed to us and other organisations to, for example:

17.4.1 to prevent fraud and money laundering, by checking applications for credit, credit-related or other facilities, proposals and claims for all types of insurance, job applications and employee records, and to verify your identity.

17.4.2. The information held by these agencies may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the Data Protection Act 1998.

17.5 When you have an agreement with us we may use the following types of information about you:

17.5.1  information you give us or we already hold about you, including any phone number you call us from, which we may record;

17.5.2 information we receive when making a decision about your application or agreement, including information we receive from enquiries and searches made in your name with credit reference and fraud prevention agencies;

17.5.3 information (including details of payments and transactions) we may hold about any managed account or policy which you hold with or through us, and

17.5.4 information we receive from anyone who is allowed to provide us with information about you.

17.6 We will process, use, manage, control, release and record information about you to:

17.6.1 search credit reference and fraud prevention agencies’ records (including information from overseas) to manage your account;

17.6.2 manage your accounts and policies, and manage any application, agreement or correspondence you may have with us;

17.6.3 carry out, monitor and analyse our business;

17.6.4 contact you by post, by phone or in another way about other products and services which we consider may interest you – unless you tell us that you prefer not to receive direct marketing;

17.6.5 fight fraud, money-laundering, terrorism and other crimes, and

17.6.6 keep to any laws or regulations in any country;

17.7 We may reveal information about you:

17.7.1 to any person working for us or our co-brand partners;

17.7.2 to fraud prevention agencies;

17.7.3 to any organisation which backs any of our products which you hold;

17.7.4 to any payment system under which we issue your card;

17.7.5 if a payment is processed through a worldwide payment system, to certain authorities in order to detect and prevent terrorism (including authorities outside the UK);

17.7.6 to any person to whom we transfer any of our rights or obligations under any agreement we may have with you, and

17.7.7 to anyone you authorise us to give information about you to.

17.8 Processing your information, as described above, may involve sending it to other countries otside of the EEA including the United States of America. In such circumstances we are responsible for making sure that your information continues to be protected.

17.9We will keep information about you for only as long as we need to or is required to meet legal obligations.

 

18.                                                                          SUMMARY BOX

Charges

This table summarises key product features and information and is not intended to replace the terms and conditions of the product.  The fees’ limits and restrictions that apply to your card are set out below.

 

Fees and limits

Fee

 

GBP

EUR

USD

Fee to buy card

 

FREE, if loading over £50 or over, or equivalent, otherwise £6.95

FREE, if loading over £50or over, or equivalent, otherwise £6.95

FREE, if loading over £50 or over, or equivalent, otherwise £6.95

Fees for loading online

FREE online card loading via debit

FREE online card loading via debit

FREE online card loading via debit

Fee for each replacement/lost/stolen/damaged

£3.99

€8

$11

Fee for redemption (when applicable – see

condition )

£10

£10

£10

Card limits

 

 

 

Minimum initial load

£10.00

 

€15.00

 

$25.00

 

Maximum initial load

 

£5,000.00

€6,250.00

 

$7,500.00

 

Maximum balance at any time

 

£5,000.00

€6,250.00

$7,500.00

Daily ATM withdrawal limit

£500.00

 

€625.00

$750.00

Transaction fees

 

 

 

Fee for purchases in the currency of the card

 

FREE

FREE

FREE

Service charge (commission) for  purchases not in currency of card

2.5% FX fee

2.5% FX fee

2.5% FX fee

Cash withdrawal fees

 

 

 

Fee for ATM withdrawal in the currency of the card. NOTE ATM providers may raise additional charges.

£1

 

€1.25

$ 1.50

Fee for ATM withdrawal in a currency other than the currency of the card. NOTE ATM providers may raise additional charges.

£1 + 2.5% FX fee

 

€1.50 + 2.5% FX fee

$1.50 + 2.5% FX fee

Service charge (commission) for authorization padding

1%

0

0

Usage restrictions

 

 

 

You must not use the card for:

- transactions for cash (other than ATM withdrawal) including for example cash back, cash from a bank, money orders, traveller’s cheques, foreign exchange, or bureau de change, or

- any illegal purposes.

- situations where it is not possible for the supplier to obtain online authorisation that you have sufficient balance for the transaction. For example: transactions on trains, ships, and some in-flight purchases.

 

 

 

 

Ongoing features

 

 

 

Card Expiry

24 months