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These terms and conditions apply to your Visa Prepaid CitizenCard. You accept these terms and conditions by activating your prepaid Card so you should read them carefully before activating your prepaid Card. In these terms and conditions "you" means the named prepaid Cardholder and the authorised user of the prepaid Card. "We", "us" or "our" means CitizenCard Ltd., VALITOR HF. or White Eagle (Europe) Plc acting on their behalf.

 

1. Definitions

In these terms and conditions the following words and expressions have the following meanings:

 

“Account”	means the pre-paid electronic money account associated with a Card;
“Agreement”	means this Agreement of open-ended duration between you and us incorporating these terms and conditions, as amended from time to time;
“authorised”	means an act of authorising the payment transfer by using the Card together with (i) the PIN code or with (ii) the CVV code and expiry date or with (iii) the signature of the Cardholder;
“Available Balance”	means the value of unspent funds loaded onto your Account and available to use;
“Business Day”	means a day other than a Saturday or Sunday on which banks are open for business in the UK;
“Card”	any or all of the following, as the context suggests:  (1) a Primary Card, which is a personalised Visa Prepaid CitizenCard provided by us to you, (2) any Card provided by us to you as a replacement for a Card;
“Customer”	means the person who has applied successfully for a Payment Service and has been issued with at least one Card by us and who is the legally and financially responsible person for the Payment Services;
“Distance Contract”	A contract (subject to exceptions) concerning goods or services concluded between a supplier and a consumer under an organised distance sales or service provision scheme run by the supplier who, for the purpose of the contract, makes exclusive use of one or more means of distance communication up to and including the moment at which the contract is concluded.  Here distance communication is any communication that without the simultaneous physical presence of the supplier and the consumer may be used for the conclusion of a contract between those parties;
“Fees & Limits Schedule”	means the schedule contained herein;
“Fee”	means any fee payable by the Customer, as referenced in the Fees & Limits Schedule;
“Issuer”	means Valitor hf.;
“KYC”	means Know Your Customer, which stands for requirements for knowledge of and information on customers of regulated entities or for regulated activities in order to comply with anti-money laundering and counter-terrorist financing law;
“Limitation Period”	means the period of six (6) years following the termination of the Agreement;
“Merchant”	means a retailer or any other person that accepts Cards;
“Payment Services”	means all payment and e-money services and any related services available to the Customer  through the use of the Account and/or Card;
“PIN”	means the personal identification number necessary to access the Payment Services;
“Primary Card”	means the first Card issued by us to the Customer in response to registration of the Account;
“Reload”	means to add money to your Account;
“System”	means Visa and its payment network;
“Transaction”	means realising: (i) a payment, or a purchase of goods or services from a Merchant where payment is made (in whole or in part) by use of the Payment Services, including where payment is made over the Internet, by phone or mail order or (ii) a cash withdrawal made from an ATM or bank using a Card plus any transaction fees charged by ourselves in connection with your cash withdrawal;
“User”	means the person authorised to use the Payment Services;
“Username and Password”	means a set of personal codes selected by the Customer to access their online Account associated with the Payment Services;
“Website”	Means www.citizencard.com.

2. Contact Details

Your Card can be managed online at myprepaid.citizencard.com or call 0207 081 0731 to report your Card lost, stolen or damaged.

If there is anything you do not understand or agree with please contact us using our Contact Details:

• Telephone: 0207 081 0731 or + 44 207 081 0731 from outside the UK;
• Mailing address: Visa Prepaid CitizenCard, PO Box 1294, Loudwater, High Wycombe, Bucks, HP10 9TG.
• Email: citizencard@white-eagle.com

You can download a copy of this Agreement at any time from our Website. We will also send you an electronic copy by e-mail upon your request.

3. This Agreement

These terms and conditions (“Agreement”) govern the relationship between you and us for the provision of the Payment Services by us to you. This Agreement also contains important warnings and information that may affect your rights and your ability to recover your money. By activating your Account, you will be deemed to have accepted and fully understood the terms and conditions set out in this Agreement and you agree to comply with these by your use of the Card and/or by indicating your acceptance.

This Agreement does not give you any rights against a System, its affiliates or any third party. The Card remains the property of CitizenCard Ltd. and VALITOR hf. and is not transferable to anyone else.

4. Your Visa Prepaid CitizenCard

Your Card is an electronic money prepaid card, it is not a credit, charge or debit card. You will not earn any interest on any funds loaded on your prepaid Card.

The Payment Services are prepaid payment services and not a credit or bank product, you must therefore ensure that you have a sufficient Available Balance to pay for each purchase, payment or cash withdrawal that you make using the Payment Services (including value added tax and any other taxes, charges and fees that are applicable). If for any reason a Transaction is processed and the Transaction amount exceeds the Available Balance, you must repay us the amount of such excess immediately and we will be entitled to stop any existing or subsequent Transactions from proceeding.

5. Applying for and activating your prepaid Card

To apply for our Card you must be at least 12 years old and a UK resident. If you are below the age of 16, a parent or guardian with whom you live must consent to the application. You must comply fully with CitizenCard’s KYC procedures as set out at www.citizencard.com. We will require evidence of who you are and your address for our KYC procedure. We may ask you to provide some documentary evidence to prove this and/or we may carry out checks on you electronically.

When you receive your Card, you must activate your Card by logging on at myprepaid.citizencard.com and selecting ‘Activate’. You will then be asked to enter your 16 digit card number (found at the front of the card) and Date of Birth. You will also need to agree to the Terms and Conditions by ticking the ‘I agree’ box. Terms and Conditions can be reviewed by clicking the link on the ‘Activate’ page. Alternatively you can call Customer Services to activate it. See further application, loading and activation instructions at www.citizencard.com

You must sign the signature strip on the back of the Card as soon as it is received.

6. Loading your prepaid Card

Funds can be loaded to your Card in a number of ways by simply following the instructions on the Website myprepaid.citizencard.com.

If loaded online, funds will normally be available for use on the Card within a few hours.

We reserve the right to suspend or terminate the right to load your Card at any time without notice.

You can also load your card using cash at any Post Office or PayPoint retailer. A 2%/3% fee applies respectively.

7. Service limits

Transactions may be restricted by Card type, individual usage patterns and payment risk profiles. For anti-money laundering and anti-fraud reasons we reserve our right to change particular payment restrictions (including from those published or included herein) without notice and to the extent required to meet our regulatory obligations. See further information on service limits on myprepaid.citizencard.com.

8. Use of the Payment Services

You will need access to the Internet in order to use the Payment Services. You can use the Payment Services up to the amount of the Available Balance for Transactions (i) via the Internet, (ii) at Merchants of the relevant System and (iii) to make cash withdrawals from ATMs. If the Available Balance is insufficient to pay for a Transaction, some Merchants will not permit you to combine use of a Card with other payment methods.

We will deduct the value of your Transactions from the Available Balance on your Card. We will also deduct any applicable fees as soon as they become payable by you based upon the Fees & Limits Schedule. A Cash Withdrawal Fee is payable in respect of cash withdrawals made at ATMs using your Card. In addition, your withdrawal may also be subject to any applicable fees, rules and regulations of the relevant ATM operator or bank. It is your responsibility to check whether any such additional fees apply, as they cannot be refunded once the cash has been withdrawn.

Unless we inform you otherwise, your Card can be used to make cash withdrawals from ATMs and banks that agree to provide this service, subject to (i) the fees listed in the Fees & Limits Schedule, (ii) the relevant ATM operator or bank fees and (iii) any maximum withdrawal amount set by the relevant ATM operator or bank.

In order to protect you and us from fraud, Merchants and ATM operators will seek electronic authorisation before processing any Transaction. If a Merchant or ATM operator is unable to get an electronic authorisation, they may not be able to authorise your Transaction.

Like other payment card issuers, we cannot guarantee a Merchant, an ATM operator or a bank will accept your Card. We may at any time suspend, restrict or terminate your Card and/or your Account, refuse to issue or replace a Card or refuse to authorise a Transaction for reasons relating to the following:

• if we have reasonable grounds to believe that the security of your Card has been compromised or suspect that your Card is being used in an unauthorised or fraudulent manner;
• if there are insufficient funds on your Card at the time of a Transaction to cover the amount of the Transaction and any applicable fees;
• if there is an outstanding Shortfall (as defined in clause 15) on the Card in accordance with clause 16;
• if we have reasonable grounds to believe that you are acting in breach of this Agreement;
• if we have reasonable grounds to believe that a Transaction is potentially suspicious or illegal (for example, if we believe that a Transaction is being made fraudulently) or because of errors, failures (whether mechanical or otherwise) or refusals by merchants, payment processors or payment schemes processing transactions, or
• if we need to do so in order to comply with the law.

If we do this, we will inform you of the action taken and its reasons in advance or, if that is not possible, immediately after, unless to do so would compromise reasonable security measures or be otherwise unlawful. We will reactivate your Account and where appropriate issue you with a replacement Card if after further investigations we reasonably believe that the reasons for the action no longer apply.

You (the Customer) will remain responsible for the use of the Payment Services, and you will continue to be regarded as the holder of any funds already or subsequently loaded on the Account.

Your ability to use or access the Payment Services may occasionally be interrupted, for example, if we need to carry out maintenance on our systems. Please contact Customer Services via our website to notify us of any problems you are experiencing using your Card or Account and we will endeavour to resolve any problem.

You will have the option to transfer up to the value of your Available Balance from your Card or Account to other Visa Prepaid CitizenCard’s or accounts. If you instruct us to make a transfer from your Account to another account, the requested amount will be debited from your Account and credited to the account you have instructed us to transfer the amount to. You will incur an Card-to-Card Fee of £0.15 for this transaction.

9. Conditions of use at certain Merchants

In some circumstances we or Merchants may require you to have an Available Balance in excess of the Transaction amount. For example, at restaurants you may be required to have 15% more on your Card than the value of the bill to allow for any gratuity or service charge added by the restaurant or you.

By way of example if you use your Card at an automated fuel dispenser (“pay at the pump”), the Merchant may preauthorise the transaction amount up to £100.00 or more.  If your Card is declined, even though you have sufficient funds available, you should pay for your purchase using your Card inside with the cashier.  If you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the Merchant may preauthorise the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurred.  Any preauthorisation amount will place a “hold” on your available funds until the Merchant sends us the final payment amount of your purchase.  Once the final payment amount is received, the preauthorisation amount on hold will be removed.  It may take up to thirty (30) days for the hold to be removed.  During the hold period, you will not have access to the preauthorised amount.

Some Merchants may not accept payment using our Payment Services. It is your responsibility to check the policy with each Merchant. We accept no liability if a Merchant refuses to accept payment using our Payment Services.

10. Keeping your prepaid Card secure and your liability

You are responsible for your Card, Account, PIN, Username and Password. Do not share your Card or Account security details with anyone.

You must take all reasonable steps to keep your Account, PIN, Username and Password safe, and separate from your Card or any record of your Card number and not disclose it to anyone else. This includes:

• not keeping your PIN with your Card;
• never sharing your PIN with anyone; 
• when entering your PIN, taking all reasonable steps to ensure it cannot be observed by others;
• not entering your PIN into any terminal that appears to be modified or suspicious, and
• if you believe that anyone has gained unauthorised access to your PIN, notifying us without undue delay following the procedures in clause 17.

You will need a Personal Identification Number (PIN) in order to make payments at a Merchant or cash withdrawals (from an ATM or a bank) with the Card.  We will provide you by post or other approved method with a PIN for use with your Card.

If you forget your PIN, you should login at myprepaid.citizencard.com and select Retrieve PIN or call 0207 081 0731 and choose option 2 for a PIN reminder (£0.30 fee applies).

The Customer creates a Username and Password when they activate the Primary Card. You will need this Username and Password to perform the following functions in relation to your Payment Services online:

• changing your registered details;
• checking the amount of Available Balance;
• checking Transaction details;
• reporting your Card as lost or stolen;
• changing your Username or Password.

The Payment Services may only be used by the Customer.

We recommend that you check the balance on your Card regularly online on the Website. We will provide the Customer with the Available Balance and a statement of recent Transactions on the Account either by electronic means or on our secure webpage at any time. We also recommend and instruct you to go thoroughly over all your Transactions on a regular basis online on the Website.  Your statement will show:

• information relating to each Card Transaction, which will enable it to be identified;
• the amount of the Card Transaction shown in the currency in which the Transaction was debited to the Account;
• the amount of charges for the Transaction;
• where applicable, the exchange rate we used in the Transaction and the amount of the Transaction after that currency conversion, and
• the date the amount of the Transaction was debited to the Account.

You will be liable for all losses, including any related fees and charges, for any unauthorised Transaction if we can show that you have (i) acted fraudulently or (ii) failed with intent or gross negligence to use and keep safe your Card, PIN, Username and Password in accordance with this Agreement.

You will also be liable for all losses, including any related fees and charges, for any unauthorised or incorrectly executed Transaction if you fail to notify us without undue delay on becoming aware of the Transaction, and in any event within thirteen (13) months of the Transaction debit date.

In all other circumstances your maximum liability will be as set out in this clause 10 and in clauses 17 and 19.

If you believe that someone else knows your Account or Card security details, you should contact us without delay.

Once any Card on your Account has expired or if it is found after you have reported it as lost or stolen, you agree to destroy it by cutting it in two through the magnetic strip.

You agree to indemnify and hold us harmless from and against all reasonable costs of any legal action taken to successfully enforce this Agreement arising out of a material breach of any of the terms and conditions of this Agreement by you or by your fraudulent conduct.

11. Authorising and executing Transactions

Subject to the features of a particular Card, the authorisation of a transaction can include authorising any single transaction, a series of or recurring transactions (including transactions for an indefinite period) or pre-authorising future transactions of a certain or uncertain amount (each a “Transaction”). A Transaction will be regarded as authorised by you where you:

• authorise the Transaction at the point of sale by following the instructions provided by the Merchant or retailer to authorise the Transaction, which may include:

o    entering your PIN or providing any other security code;

o    signing a sales voucher;

o    providing the Card details and/or providing any other details as requested; and/or

o    waving/Swiping the Card over a card reader or inserting your Card into a card reading device for the purpose of making a payment;

• insert a Card and enter your PIN to request a cash withdrawal at an ATM, or
• make a request for a cash advance at a bank counter.

Once a Transaction is authorised, it cannot be withdrawn or revoked unless both the Merchant and we agree to allow you to revoke it at our discretion.

However, the following Transactions may be withdrawn if you gives notice to the supplier and provides a copy of the notice to us:

• any Transaction which is agreed to take place on a date later than the date it was authorised as long as the notice was provided no later than the close of business on the Business Day before it was due to take place; and
• direct debits if they are to occur after the date of the withdrawal.

Within the European Economic Area (EEA - EU countries plus Iceland, Liechtenstein and Norway) we will execute the Transaction by transferring the amount of the Transaction to the payment service provider of the Merchant by the end of the next Business Day following the receipt of the instructions to transfer the amount. The instructions will be received when we receive them from the Merchant’s payment service provider, the ATM operator or directly from you. If we receive the instructions after 4:30 pm, they will be deemed received by us on the following Business Day. If the payment service provider of the Merchant is located outside the EEA, we will execute the Transaction as soon as possible.

12. Communications regarding your Account

You can check your Available Balance and Transaction history at any time by logging onto your Online Account. The online service is free. You can also check your Available Balance and Transaction History by phoning 0207 081 0731 (£0.30 fee applies).

13. Cancelling the Card and terminating the Agreement

If you are the Customer and you wish to cancel the Payment Services or terminate this Agreement at any time, you must request cancellation or termination online by sending an e-mail to citizencard@white-eagle.com informing us of your wish to cancel or terminate and to claim a refund of your Available Balance. You must e-mail us from the e-mail address you provided when registering your Account (or from the email address you updated in the My Account Details page at myprepaid.citizencard.com). Our Customer Services department will then suspend all further use of your Payment Services.

Once we have received all the necessary information from you and we have completed and are satisfied with the outcome of applicable anti-money laundering, fraud and other illegal activity checks (including KYC) and once all Transactions and applicable fees and charges have been processed, we will refund the Customer any Available Balance less any fees and charges payable to us, provided that we are not required to withhold your Available Balance by law or regulation, or at the request of the police, a court or any regulatory authority.

If your Card is cancelled and your Account closed or if this Agreement is terminated, you must tell us what you want us to do with the Available Balance within three (3) months of the date of any such cancellation, closure or termination. We reserve the right not to return the Available Balance to you for up to thirty (30) Business Days from the date of any such cancellation, closure or termination to ensure that details of all Transactions have been received.

We can return the Available Balance to the loading source, to your bank account or we can issue a cheque for your refund. Please note we will need to verify your identity in order to satisfy anti-money laundering requirements before we return the Available Balance to you. If you do not contact us within the three (3) months, the Available Balance may be returned to the loading source. If it is not possible to return the Available Balance to the loading source, we will hold it and you will be able to redeem it in accordance with clause 15.

A Refund Fee will be charged (see clause 21 below) unless you have arranged to transfer any unused funds to another Visa Prepaid CitizenCard, or you cancel your Card within fourteen (14) days of receiving it.

Once the Payment Services have been cancelled, the card can continue to be used as a PASS Proof of Age/ID Card.

If, following reimbursement of your Available Balance, any further Transactions are found to have been made or charges or fees incurred using the Card or we receive a reversal of any prior Transaction, we will notify you of the amount and you must immediately repay us such amount on demand as a debt.

14. Right to cancel (“Cooling-Off”)

You have a legal right to cancel your Card up to (fourteen) 14 days after you receive it without any penalty fees but subject to deduction of any reasonable costs incurred by us in the performance of any part of the provision of Payment Services before you cancel - this 14-day period is known as the "Cooling-Off Period".

If you contact us within this fourteen (14) day period and inform us that you wish to withdraw from this Agreement, you must not use the Payment Services. We will then cancel the Payment Services and reimburse the amount of Available Balance on the Account to the Customer. However, we reserve the right to hold Available Balance for up to thirty (30) Business Days from receipt of your instructions before returning the balance, to ensure that details of all Transactions have been received. Whenever foreign currency is unloaded/removed from the prepaid Card before, during or after the fourteen (14) day Cooling-Off Period, it will be exchanged at the current buyback rate - not the rate at which the currency was initially loaded.

After the Cooling-Off Period you may only cancel the Payment Services as described in clause 13 above.

If you cancel your order for a Visa Prepaid CitizenCard you will be issued with a Classic CitizenCard instead unless you ask us not to do so.  In either event your CitizenCard application fee, which covers the cost of processing and validating your application, will not be refunded in full or in part.

15. Expiry & redemption

Your Card has an expiry date printed on it (“Expiry Date”). The funds on your Account will no longer be usable following the Expiry Date of the most recent Card that was issued under the Account.

The Payment Services and this Agreement will terminate on the Expiry Date unless you request or are issued with a Renewal Card prior to the Expiry Date in accordance with paragraph 6 of this clause 15. You may not use your expired Card after the Expiry Date.

A Renewal Card is issued when a cardholder’s card expires at age 16, 18, 21 or after 48 months. If you are under the age of 21 then you will be issued a card with the next applicable age band i.e. 16-17, 18+ or 21+.  However, if you are over the age of 21 then you will be issued a new 21+ card with 48 months expiry.

Please note that on application you will be issued a card that is applicable to your age at the time of application unless you turn the next age band within 35 days of card production. If you apply for a card before you reach the next age band then you will need to specify whether you would like to be issued a card for your current applicable age band now or if you would like to keep your application pending until you reach the next age band eg. If you are 17 and you turn 18 in 3 months of your application a lower age band card will be issued unless you request a higher age band card to issued after your birthday.  If you choose to have a card for the time until you reach the next age band (regardless of the length of time before your birthday) then you will need to renew your card before your next birthday as the card will automatically expire as soon as you reach the next age band. Card Renewal Fee applies.  The above does not apply to those who will turn a higher age band within 35 days.

A Visa Prepaid CitizenCard can not be issued to an applicant if their birthday is less than 35 days away from turning an ageband (12-15, 16-17, 18+ or 21+).  The verified application will be put on hold until the next age band is reached.  If a Visa Prepaid CitizenCard application is verified and the applicant turns the next age band within a month of the card being issued, the application will be held until the applicant reaches the next age band and a card will be issued after their birthday and after they have changed age bands. If an applicant would like a lower age band card and their age changes to a higher age band card within 35 days they will be unable to obtain a lower age band card and the higher age band card will be dispatched after they reach the higher age band.  This applies to both standard and urgent applications and all applications must be verified.  We are unable to issue cards that will be valid for one month or less therefore an application will be put on hold until the age band is reached.  If you are 17 when you apply and you turn 18 within 35 days of your Visa Prepaid CitizenCard being dispatched your card will expire when you turn 18 therefore we do not issue an applicant with a 16-17 card we hold the application until the applicant turns 18 and we issue an 18+ card.  This also applies to applicantions who are 15 turning 16 and 20 turning 21.

If a Card expires before your Available Balance is exhausted, you should apply as soon as possible for a Renewal Card at www.citizencard.com

Notwithstanding any Expiry Date your Available Balance is available for redemption by contacting us at any time before the end of the Limitation Period. After the Limitation Period your funds will no longer be redeemable.

In the event that you make a request for redemption before the Expiry Date or after one year following the termination of the Agreement, a Redemption Fee may be charged (see Fees & Limits Schedule).

If you have not requested a Renewal Card, you will not be charged a Card Replacement Fee as set out in the Fees & Limits Schedule. Card Replacement Fee only applies if you order an exact replacement for a card that is lost, stolen or destroyed.

We will have the right to set-off, transfer, or apply sums held in the Account(s) or Cards in or towards satisfaction of all or any liabilities and fees owed to us by you that have not been paid or satisfied when due.

Authorisation will be requested for a Transaction at the time of the 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 ("Shortfall"), the Shortfall will be repaid by you unless it is due to an error on the part of the supplier to which the Card was provided by you as the means of payment. Should you not repay this amount immediately after receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.

16. Termination and suspension of Payment Services

We may terminate the Agreement for any reason by giving you at least two (2) months’ notice if our agreement with CitizenCard Ltd terminates due to breach of contract in accordance with the terms and conditions we have with them.

We may terminate the Agreement without prior notice if:

• you breach an important part of this Agreement, or repeatedly breach the Agreement and fail to resolve the matter in a timely manner;
• you fail to pay fees or charges that you have incurred or fail to put right any Shortfall, or
• we are required to do so by law or by the System (for example, where the provision of the Payment Service to you becomes unlawful).

We may also terminate this Agreement or suspend your Card or Account without prior notice if:

• we reasonably believe your Card is deliberately being used by you to commit fraud or for other illegal purposes, or
• we discover that any of the information you provided us with when you applied for your Card was incorrect.

If we terminate the Agreement without prior notice, we will tell you immediately afterwards unless we are prohibited by law to do so.

17. Lost, stolen & damaged Card and your right to refund for unauthorised Transactions

If you know or suspect that your Card is lost, stolen or damaged, or that the PIN code is known to an unauthorised person, or if you think a Transaction has been unauthorised, you must tell us without undue delay in the Lost/Stolen/Damaged Card page at myprepaid.citizencard.com or by calling us on 0207 081 0731 or +44 207 081 0731 from outside the UK. You can also report your Card lost, stolen or damaged via text message 24 hours a day.

A Transaction will be considered to be unauthorised if you have not given your consent for the Transaction to be made by authorising it as set out in clause 11. In order to get a refund for any unauthorised Transaction, you must report the Transaction without undue delay upon becoming aware of it or otherwise you will lose your right to a refund. You will not be able to get a refund for any unauthorised Transaction reported after thirteen (13) months have passed following the debit date of the Transaction.

Despite of the possible 13-month refund period you will not be able to claim for a refund for an unauthorised Transaction if the Transaction was correctly displayed in your online Account and you failed to inform us about the Transaction being unauthorised without undue delay upon seeing the Transaction in your online Account. In this respect we urge you to check your online Account on a regular basis and review your Transactions carefully.

When you call Customer Services, you will be asked to provide us with your Card Number where possible and some other identifying details. If there is an Available Balance remaining on your Card, we will replace the Card for your Account. Alternatively, your Available Balance can be redeemed to you. If we replace the Card, the Card will be delivered to your home address subject to possible fees.

We will immediately refund the full amount of any unauthorised Transaction reported by you, including any associated fees and charges, provided you notify us of the Transaction in accordance with this Agreement except that:

• if there is evidence that on the face of it you acted fraudulently or have with intent or gross negligence failed to comply with the Agreement in relation to the use of the Card and safety of the Card’s security details, we will first carry out a prompt investigation to determine whether the Transaction was authorised by you and will only refund if the investigation shows that the transaction was not authorised by you, and
• if the Card was lost or stolen or you have failed to keep your PIN or other security details safe from misappropriation, you will be liable for losses up to a maximum of 50 GBP (or equivalent in another currency) per instance of loss, theft or misappropriation.

You will be liable for all losses incurred in respect of an unauthorised Transaction where you have acted fraudulently or have with intent or gross negligence failed to comply with the Agreement in relation to the use of the Card and safety of its security features.

Except where you have acted fraudulently you will not be liable for any losses incurred in respect of an unauthorised Transaction arising after you notify us of the Transaction in accordance with the Agreement. You are not liable for any losses that occur where your Card has been used in connection with a Distance Contract except where you have acted fraudulently.

If there is evidence that you checked your online Account and did not notify us of the unauthorised Transaction without undue delay, you may not be entitled to a refund.

We reserve the right to investigate any disputed Transaction or misuse of the Card before and after a refund. In order to do so we may need more information and assistance from you and you are required to reasonably cooperate with any investigation by us or any law enforcement agency or other competent authority. If we refund you following your claim and subsequently establish that you were not entitled to a refund, we may deduct it from your Available Balance after notifying you. If you do not have sufficient Available Balance, you must repay us the amount immediately on demand.

18. Our liability

We will not be liable for any loss arising from:

• your inability to use the Payment Service as set out or for any reason stated in clauses 10 and 13;
• any cause which results from abnormal or unforeseen circumstances beyond our control, consequences of which would have been unavoidable despite all our efforts to the contrary, including but not limited to fault in or failure of data processing systems, lack of funds, maximum withdrawal limits set by ATM operators;
• a Merchant refusing to accept your Card;
• any issue with the goods or services that are purchased with your Card;
• any loss or theft that is reported more than thirteen (13) months following the debit date of the Transaction in question;
• our compliance with legal and regulatory requirements;
• our suspending, restricting or cancelling your Card or refusing to issue or replace it in accordance with clause 8 above, or
• loss or corruption of data unless caused by our wilful default.

From time to time, your ability to use your Card may be interrupted, e.g. when we carry out maintenance to improve and keep the service running for our customers. If this happens, you may be unable to:

• load your Card;
• use your Card to make a payment, and/or
• obtain information about the funds available on your Card and/or about your recent Card transactions.

We will not be liable for any loss arising from such interruptions.

We are also not liable for:

• business interruption, loss of revenue, goodwill, opportunity or anticipated savings, or
• any indirect or consequential loss arising from your total or partial use or inability to use your Card, or the use of your Card by any third party.

To the fullest extent permitted by relevant law, and subject to clauses 17 and 19, our total liability under or arising from this Agreement will be limited as follows:

• where your Card is faulty due to our default, our liability will be limited to replacement of the Card or, at our discretion, repayment to you of the Available Balance;
• where sums are incorrectly deducted from your Available Balance due to our fault, our liability will be limited to payment to you of an equivalent amount, and
• in all other circumstances of our default, our liability will be limited to repayment of the amount of the Available Balance.

No party will be liable for, or be considered in breach of this Agreement on account of, any delay or failure to perform as required by this Agreement as a result of any causes or conditions which are beyond such party's reasonable control and which such party is unable to overcome by the exercise of reasonable diligence.

The above exclusions and limitations set out in this clause 18 will apply to any liability of our affiliates, such as CitizenCard, White Eagle, VISA EU and Visa International or other suppliers, contractors, agents or distributors and any of their respective affiliates (if any), to you, which may arise in connection with this Agreement.

19. Your right to a refund for authorised and incorrectly executed Transactions

You may be able to claim a refund for an authorised Transaction if (i) your authorisation of the Transaction did not specify the exact amount at the time of the authorisation, and (ii) the amount exceeded what you would have reasonably expected taking into consideration your previous spending patterns and other relevant circumstances. A claim for a refund of such a Transaction must be made within 8 weeks from the date on which the funds were deducted from your Available Balance. We may require you to provide us with such information as is reasonably necessary to ascertain whether you meet the conditions for the refund. Within ten (10) Business Days of receiving (i) your claim for a refund or (ii) where applicable, any further information we requested from you, we will either refund the full amount of the Transaction or provide you with justification for refusing the refund.

In order to get a refund for an incorrectly executed Transaction (including non-executed or defectively executed Transaction), you must report the Transaction without undue delay upon becoming aware of it or otherwise you will lose your right to a refund. You will not be able to get a refund for any incorrectly executed transaction reported after thirteen (13) months have passed following the debit date of the Transaction.

Despite of the possible 13-month refund period you will not be able to claim for a refund for an incorrectly executed Transaction if the Transaction was correctly displayed in your online Account and you failed to inform us about the Transaction being incorrectly executed without undue delay upon seeing the Transaction in your online Account. In this respect we urge you to check your online Account on a regular basis and review your Transactions carefully.

As soon as practicable after you have notified us of a disputed Transaction in accordance with this Agreement, you must confirm the disputed Transaction in writing by email or by post, setting out full details of the Transaction and your reason for disputing it. You must provide us with all receipts and information that are relevant to your claim.

Where we are liable for an incorrectly executed Transaction, we will without undue delay refund you the amount of the Transaction, restore your account to the state it would have been had the defective Transaction not taken place and refund any charges and interest that have arisen as a consequence of the non-execution or defective execution of the Transaction provided you notify us of the Transaction in accordance with this clause 19.

If we refund you following your claim and subsequently establish that you were not entitled to a refund, we may deduct it from your Available Balance after notifying you. If you do not have sufficient Available Balance, you must repay us the amount immediately on demand.

If you are not satisfied with the justification provided for refusing the refund or with the outcome of your claim for a refund, you may submit a complaint as described in clause 26.

20. Changes to this Agreement

We may change the Agreement by notifying you by e-mail or other agreed means at least two (2) months before the change is due to take effect. You will be deemed to have accepted the notified change unless you tell us that you do not agree to the change prior to the change being effective. In this case, the Agreement will terminate upon expiry of the notice.  You also have a right to terminate the Agreement immediately and without charge at any point during the notice.  In such circumstances we will refund the Available Balance on the Account in accordance with clause 13 and you will not be charged a Refund Fee.

The notices and the most recent version of the Card terms and conditions will always be available on the Website. You may also want to check the Website regularly for such notices and changes.

We may make immediate changes to the exchange rate used to convert foreign transactions between two currencies as applicable.

For a transaction made in a foreign currency you can find out what the applicable exchange rate was at the time of the transaction via the VISA website. 

21. Fees and limits

We may charge fees in connection with any of our services and facilities that you have made use of or requested based on our Fees & Limits Schedule. The Fees and Limits Schedule is subject to changes, which will be notified to you as set out in clause 20. The most recent update of schedule will be available on the Website.

We may charge you an Administration Charge in the following circumstances:

• in the event that you make any payment to us that is subsequently reversed after sixty (60) days due to inadequate account information or inadequate KYC documentation, and
• to cover our reasonable costs and expenses in providing you with manual support on your Account not otherwise required under the Agreement (e.g. a request for legal, police, court or other judicial support).

We may charge you a Chargeback Fee as set out in the Fees and Limits Schedule where a receiving bank declines receipt of a payment following a request to transfer your funds.

22. Cardholder details

You must let us know by email to contact@citizencard.com as soon as possible if you change your name or address.  You must let us know if you change your phone number or e-mail address in the My Account Details page at myprepaid.citizencard.com. If we contact you in relation to your Card, for example, to notify you that we have cancelled your Card or to send you a refund by cheque, we will use the most recent contact details you have provided to us. We will not be liable to you if your contact details have changed and you have not informed us.

23. Data protection

In purchasing the Card and using it, you agree that we can use your personal information in accordance with our Privacy Policy. Our Privacy Policy is set out at www.citizencard.com. It includes details of the personal information that we collect, how it will be used, and who we pass it to. You can tell us if you do not want to receive any marketing materials from us.

24. Payment disputes with Merchants

In relation to any dispute between the Cardholder and a Merchant, provided you are able to satisfy us that you have already made all efforts to resolve the dispute with the relevant Merchant, we will attempt to assist you so far as is reasonably practicable. We may charge you a Dispute Resolution/Chargeback Fee as referenced in the Fees & Limits Schedule for any such assistance we may give you with any such dispute.  If there is an un-resolvable dispute with a Merchant in circumstances where the Card has been used for a Transaction, you will be liable for the Transaction and will have to resolve this directly with the relevant Merchant.

25. Communication

Unless required otherwise by other provisions of this Agreement, if you have an enquiry relating to your prepaid Card, you can call our customer service telephone line on 0207 081 0731 or +44 207 081 0731 from outside the UK. Standard BT rates will apply to calls to the 0845 number from a fixed UK BT landline. Call costs from other networks may vary. You can also contact us using our other contact details set out in clause 2. 

This Agreement is concluded in English. All communications with you will be in English.

We may contact you by e-mail, text message or post unless provided otherwise under the Agreement. You must maintain a valid e-mail address, a valid mobile telephone number and a valid address registered with us and must notify us of any changes in your registered details without delay. You agree to check for incoming messages regularly and frequently.

Any e-mail will be deemed received as soon as it is sent unless within 24 hours the sender receives a failure notice indicating that the email has not been transmitted. Any e-mail will be deemed received by the recipient on the day it is received in his e-mail inbox if received before 4.30 pm on a Business Day.  If received at any other time, it will be deemed received on the next Business Day.

Any communication or notice sent by post will be deemed received three (3) days from the date of posting for UK post or within five (5) days of posting for international post.  Any communication or notice sent by text message will be deemed received the same day.

26. Cardholder complaints

The Card programme is managed by White Eagle (Europe) Plc on behalf of CitizenCard Limited. If you are not satisfied with your Card or the way it is managed, tell us by contacting us using our Contact Details in clause 2 so we can investigate the circumstances for you.  We will promptly send you the complaint acknowledgement by post or by e-mail and enclose with it a copy of our Complaints Procedure either as a hard copy or as a pdf file.  You may also request to be provided with a copy of our Complaints Procedure at any time. Details of our Complaints Procedure can also be obtained on our Website. Any complaints you have will be dealt with quickly and fairly and you agree to cooperate with us and provide the necessary information for us to investigate and resolve the complaint. You may be able to take unresolved complaints to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0800 023 4567 (landline users) or 0300 123 9 123 (mobile users) and e-mail: complaint.info@financial-ombudsman.org.uk.

27. Compensation

The 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. No other compensation scheme exists to cover losses claimed in connection with the Card. This means that in the unlikely event that VALITOR hf. becomes insolvent your funds may become valueless and unusable and as a result you may lose all of your money.

28. Assignment

We may assign this Agreement to another company at any time. If we assign the Agreement to another Company you will be given two (2) months’ notice of this. Unless you tell us within the two (2) month period that you do not want to continue with the Agreement after the assignment, you agree that we can assign the Agreement in this way. Your rights will not be affected by such assignment should it happen.  You may not assign the Agreement to a third party. Your right to terminate the Agreement under clause 13 is not affected.

29. Transfer of funds to a new Prepaid CitizenCard

We have the right to and may transfer your Available Balance to a new Prepaid CitizenCard provided by a prepaid card issuer other than VALITOR hf. at any time. Before we do this you will be given at least two (2) months’ notice of the new Prepaid CitizenCard arrangements and the new Prepaid CitizenCard terms and conditions. Unless you tell us within the two (2) month period that you do not want a new Prepaid CitizenCard from the new issuer, you agree that we can transfer the Available Balance on your Card to a new Prepaid CitizenCard provided by the new prepaid card issuer. Your right to terminate the Agreement under clause 13 is not affected.

30. Governing law

This Agreement will be governed by English law and the English courts will deal with any legal proceedings between us.

31. Protection of your funds

VALITOR hf. ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your Card. In the event that VALITOR becomes insolvent, funds against which VALITOR has already issued e-money are protected against the claims made by creditors.

32. The Issuer of the Visa Prepaid CitizenCard

Your Card is issued by VALITOR hf. whose principal office is Laugavegur 77, 101 Reykjavik, Iceland. VALITOR hf is authorised and regulated by the Icelandic Financial Services Authority as a credit institution (registered number 500683-0589) and is accordingly permitted to issue e-money in the UK. Your Card is the property of CitizenCard Ltd. and VALITOR hf. and is not transferable to anyone else.

Valitor hf is licensed as a principal member with the System. Visa is a registered trademark of Visa International.

FEES AND LIMITS SCHEDULE

Ref	Recurring fees	Frequency	Cardholder  charges
1.	Purchase Fee (Primary card)	Per issued card	£15
2.	Lost/Stolen/Damaged Replacement	Per card	£15
3.	Renewal Fee	Per card	£9
4.	PIN Change	Per request	£0.55
5.	Load –Bank Transfer	Per load	£0.00
6.	Load – Post Office	Per load	2%
7.	Load – PayPoint	Per load	3%
8.	Domestic Purchase	Per transaction	£0.00
9.	International Purchase	Per transaction	£0.00
10.	ATM Domestic Withdrawal	Per transaction	£1.00
11.	ATM International Withdrawal	Per transaction	£2.00
12.	FX  Cross-Currency Fee	Per transaction	2.75%
13.	Card-to-Card	Per transaction	£0.15
14.	Inactive/Dormancy Fee	Per card	£1*
15.	Declined Transaction	Per transaction	£0.20
21.	Lost & Stolen	Per request	£0.00
22.	PIN Reminder	Per request	£0.00
23.	Balance	Per request	£0.00
24.	Card-to-Card	Per request	£0.15
25.	Last 4 Transactions History	Per request	£0.00
26.	Block/Unblock	Per request	£0.00
SMS Fees
29.	SMS – Card-to-Card	Per request	£0.15
30.	SMS – Block/Unblock	Per request	£0.30
31.	SMS – PIN Reminder	Per request	£0.30
33.	IVR – PIN Reminder	Per request	£0.30
35.	IVR – Balance	Per request	£0.30
36.	IVR – Card-to-Card	Per request	£0.15
36.	IVR – Last 4 Transactions History	Per request	£0.30
38.	IVR – Transfer to Call Centre	Per call	£0.00
41.	Cash Out/Cancellation Fee	Per case	£5
42.	Dispute Resolution/Chargeback	Per case	£25

    *monthly after 90 days of no activity