terms & conditions


IMPORTANT INFORMATION: These are the terms & conditions of the agreement between us, Prepaid Financial Services Ltd, Fifth Floor, Langham House, 302-308 Regent Street, London, W1B 3AT and you, the person entering into the agreement in relation to your Prepaid MasterCard®.

Please read this Agreement carefully before activating your Account. The terms of this Agreement and fees shall apply to all Customers.

1. Definitions & Interpretation

“Account” a non-deposit non-interest bearing pre-paid electronic account associated with a Card and maintained for the sole purpose of enabling Transactions;
“Secondary Card” where applicable any additional card which is issued to a person any time after the successful registration of a primary Card;
“Anonymous Card” a pre-paid non-personalised card that can be used subject to specified Card limits on loading, transactions and redemption;
“Secondary Cardholder” where applicable a person who holds a Secondary Card;
“Authorised” act of authorising the payment transfer by using the Card together with (i) the PIN Code or with (ii) the CVC Code and expiry date or with (iii) the signature of the Cardholder;;
“Available Balance” the value of unspent funds loaded onto your Account and available to use;
“Card”
  • a physical device bearing electronically stored monetary value as represented by a claim against Prepaid Financial Services; and/or
  • a physical or digital mechanism providing access to an Account which is issued by Prepaid Financial Services Ltd for the purpose of enabling Transactions
EEA European Economic Area including 32 European member states
“Customer” the person who has applied successfully for a Payment Service and has been issued at least one Card by us and who is the legally and financially responsible person to whom the Payment Services are provided by Us;
“Direct Debit” an instruction from you to Prepaid Financial Services authorising a 3rd party organisation you want to pay, to collect varying amounts from your account.
The GoodPay Programme It is a multi-brand prepaid card programme allowing affinity partners to issue card with their branding by PFS, including the specific GoodPay attributes (called “goodies”). These goodies make the fundamental difference of an ethical, sustainable, ecological and social service compared to standard prepaid cards.
“Business Day” Monday to Friday, 0900hrs to 1800hrs GMT, excluding bank and public holidays in the United Kingdom
“KYB” Know Your Business Anti-Money Laundering regulatory requirement
“KYC” Know Your Customer Anti-Money Laundering regulatory requirement
“Limitation Period” means the period of 6 years following termination of this Agreement;
“Merchant” a retailer or any other person that accepts e-money;
NewB NewB is the programme manager of the GoodPay prepaid card programme. NewB has defined the characteristics of the GoodPay programme. As programme manager, it is the main marketing responsible for the programme under the NewB’s affinity trademark. It is in the main responsible for accepting eventually other trademarks as affinity trademark for GoodPay Applications.
“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;
Standard Due Diligence instant issue cards issued without KYC process that are subject to lower load and ATM access limits
Primary Card Is the first card a customer receives and for which a full KYC has been successfully accomplished.
“Systems and Schemes” MasterCard as shown on your Card;
“Transaction” realising or attempting to make: (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
“we”, “us” or ‘our” Prepaid Financial Services Ltd as the licence holder of an e-money license and issuer of the cards;
“you” or “your” The Customer and/or any person who has been provided with a Card by the Customer for use in accordance with these Terms and Conditions.

2. Contact Us

Your Cards can be managed online at https://my.goodpay.coop or call +32 (0)2808.47.90 to report your Cards lost, stolen or damaged, or email clientservices@goodpay.coop (in different languages). The same telephone number can be used for calling Help Desk services for any other issue.

At any time during the contractual relationship you shall have the right to receive, on request, these terms and conditions free of charge.

3. Your Agreement with Us

  1. The issuer for Your NewB Prepaid MasterCard Card is Prepaid Financial Services Limited. The Payment Services are also provided by us, and we are a registered company in England and Wales. Our Company Registration Number is 6337638. We are authorised and regulated as an e-money issuer by the Financial Conduct Authority. Registered Office: 4th Floor, 36 Carnaby Street, London, W1F 7DR.
  2. Details of Our authorisation licence by the Financial Conduct Authority is available on the public register at http://www.fsa.gov.uk/register/2EMD/2EMD_MasterRegister.html
  3. Prepaid Financial Services Ltd as the programme issuer.
  4. NewB as the programme manager
  5. Prepaid Financial Services Ltd is licensed as a principal member with the Scheme. MasterCard is a registered trademark of MasterCard International Incorporated.
  6. These terms and conditions govern the relationship between us and you 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 shall 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.
  7. Your Card is not a credit card and is not issued by a bank. Your balance is always available on a virtual account. Your funds corresponding to your available balance are held under the form of liquid assets at your specific disposal and are isolated from other activities of the bank where these funds are located.
  8. In compliance with European legislation your Available Balance is obligatory located with a duly authorized banking institution. In your case this is RaboBank Netherlands
  9. Your Payment Services will not be activated unless we have been provided with the required information so that we may identify you and can comply with all applicable KYC and anti-money laundering requirements. We shall keep records of such information and documents in accordance with all applicable legal and regulatory requirements.
  10. Reference to a currency (e.g. Euros € or Sterling £) shall mean that amount or the local currency equivalent in which your Card is denominated.
  11. The Available Balance on your Card and/or Account will not earn any interest.
  12. 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 for your payment transactions. (the available Balance should cover as well the 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 reimburse us the amount of such excess immediately and we shall be entitled to stop any existing or subsequent Transactions from proceeding.
  13. All payments made using your NewB prepaid card including the purchase of goods, services or for guaranteeing those will be handled and executed following the outstanding orders of resp. PFS, the UK rules, MasterCard rules and industry standards.
  14. This Agreement does not give you any rights against a System, its affiliates or any third party.
  15. Only persons over 18 years of age are entitled to register for the Payment Services. For persons under 18 but of at least 13 only secondary cards are allowed under the primary card of (one of) their legal representative(s).
  16. All cards issued to you remain the property of Prepaid Financial Services
  17. Our agreement with you is based upon due diligence information and documentation you have submitted to us when applying for a prepaid card. This includes information you have declared to us about yourself and where applicable your signature when making the declaration. You as the cardholder are responsible for the information that is held by us about you. You must ensure the information we hold about you is correct and shall remain liable for any false declarations made by you to us.
  18. We may refuse at our discretion any card delivery or card activation validation

4. Service Limits

  1. 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 rights to change particular payment restrictions (including from those published or included herein) without notice and to the extent required to meet our regulatory obligations.
  2. Standard Due Diligence Cards may be restricted to domestic ATM access, along with reduced annual maximum load limits and capped annual withdrawal limits. These limits will be subject to Scheme and regulatory requirements.

5. Use of the Services

  1. You can use the Payment Services up to the amount of the Available Balance for Transactions at Merchants of the relevant System. If the Available Balance is insufficient to pay for a Transaction, some Merchants will not permit you to combine use of a Card or Account with other payment methods.
  2. The value of each Transaction and the amount of any fees or charges payable by you under this Agreement will be deducted from the Available Balance.
  3. Once a Transaction is authorised it cannot be cancelled. Within the EEA we will ensure transfer of the payment to the payment service provider of the Merchant within three Business Days, from and including the 1st January 2012, we will ensure transfer of the payment within one Business Day. If the payment service provider of the Merchant is located outside the EEA, we will effect payment as soon as possible.
  4. In order to protect you and us from fraud, Merchants will seek electronic authorisation before processing any Transaction. If a Merchant is unable to get an electronic authorisation, he/she may not be able to authorise your Transaction.
  5. We may refuse to authorise any use of the Payment Services which could breach these terms and conditions or if we have reasonable grounds for suspecting that you or a third party have committed or are planning to commit fraud or any other illegal or un-permitted use of the Payment Services.
  6. Your ability to use or access the Payment Services may occasionally be interrupted, for example if we need to carry out maintenance on our Schemes. Please contact GOODPAY 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.
  7. Where applicable, the Primary Cardholder may apply for up to 3 Secondary Cards, for use by Secondary Cardholders. Secondary Cardholders for whom you are legally responsible must be 13 years of age or older. It is a condition of any registration for a Secondary Card that you, as the Customer, acknowledge that we accept no responsibility or liability of any kind whatsoever for use of any Secondary Card by any Secondary Cardholder. If you successfully register, we will send the secondary cardholder a Card, for which we will charge you the fee(s) following the fee schedule;. Upon receipt of the Secondary Card, you entitle Secondary cardholder to use the card, subject to:
    1. you providing them with a copy of these terms and conditions (which will then bind use by both of you);
    2. the Secondary Card then being used only by that Secondary Cardholder;
    3. you retaining the Primary Card.
    4. you informing the Secondary Cardholder that you have the Primary Card. The Primary cardholder also have access to view transactions made on the secondary card.
    5. us obtaining such further information and documentation in order to enable us to comply with all applicable KYC and anti-money laundering requirements.
  8. You (the Customer) will remain responsible for the use of the Payment Services, and for any fees and charges that may be applicable or incurred by the Secondary Cardholder(s), and you will continue to be regarded as the holder of any funds already or subsequently loaded on the Secondary Card. The use of a Secondary Card in relation to which an Secondary Cardholder has been registered will be regarded as confirmation that you have provided the Secondary l Cardholder with these Terms and Conditions. By using your card you accept the terms of use of your card. Therefore you accept the following activity is not possible or authorised:
    1. Loading the card through the use of a credit card;
    2. Loading the card by the use of cash at ATM;
    3. Loading the card by the use of cash at a cash desk at your bank or any bank or Rabo bank or similar institution somewhere in the world;
    4. Loading the card through the domiciliation of salaries; Loading, withdrawals and purchases are all subject to the fees and limits table .
    5. There is no interest paid on credit balances on your card .

6. Direct Debits

  1. Where applicable, you may be eligible to instruct companies to create regular Direct Debits from your prepaid account. You will be responsible for ensuring that the correct details are provided in order for the Direct Debit to be created for you. You must ensure at all times that you have a sufficient balance on your account to allow for the funds to be debited from your account. You are responsible for checking the terms and conditions that have been provided to you by the Direct Debit originator. PFS and NewB prepaid MasterCard reserve(s) the right to decline or terminate any Direct Debit instruction(s) that you have requested.
  2. You accept responsibility for cancelling Direct Debits on your account with the originator directly. PFS and NewB will not be able to do this on your behalf and cannot accept liability for any losses due to none or late cancellation.

7. Condition of Use at Certain Merchants

  1. 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.
  2. In some circumstances Merchants may require verification that your Available Balance will cover the Transaction amount and initiate a hold on your Available Balance in that amount, examples include rental cars. In the event a Merchant places a pre-authorisation on your Account, you will not have access to these funds until the Transaction is completed or released by the Merchant which may take up to 30 days.
  3. If you use your Card at a fuelling station, subject to Merchant acceptance, your Card may need to be pre-authorised for a pre-determined amount in the relevant currency. If you do not use the whole pre-authorisation or do not have Available Balance to obtain a pre-authorisation, it is possible that the pre-authorised amount will be held for up to 30 days before becoming available to you again.
  4. 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.
  5. The usage of the card is not authorised for payments of services or payments of purchases which are not processed online, meaning
    1. by electronic identification,
    2. by immediate consultation of the disposable amount on the card,
    3. by electronic and immediate registration of the transaction.

This might be the case in for example certain toll highway exit stations

  1. We will only approve the usage of your card to merchants that use an electronic terminal for authorization and to those who can process transactions via Chip and PIN or magnetic stripe card transactions.

8. Managing & Protecting Your Account

  1. You are responsible for your Card, any Username, PIN number and User passwords. Do not share your Card or User security details with anyone
  2. You must keep your Account, PIN, Username and User Password safe and separate from your Card or any record of your Card number and not disclose it to anyone else. This includes:
    1. memorising your PIN as soon as you receive it, and destroying the post mail or other authorised communication used to transmit it to you;
    2. never writing your PIN on your Card or on anything you usually keep with your Card;
    3. keeping your PIN secret at all times, and not using your PIN if anyone else is watching;
    4. not disclosing your PIN to any person.
  3. The user of the Card(s) must sign the signature strip on any Personalised Card immediately when received.
  4. If you forget your PIN, you should contact GOODPAY Customer Services Desk on +32 (0)2808.47.90 for instructions on how to retrieve your PIN.
  5. The Payment Services may only be used by the cardholder to whom the card was issued .
  6. You must not give the Card to any other person or allow any other person to use the Payment Services. You must keep the Card in a safe place.
  7. Failure to comply with clause 8.2 maybe considered as gross negligence and may affect your ability to claim any losses in the event that we can show that you have intentionally failed to keep the information safe or you have acted fraudulently, with undue delay or with gross negligence. In all other circumstances your maximum liability shall be as set out below at clause 14.
  8. If you believe that someone else knows your passwords or Card security details, you should contact us immediately. If you do not do so you may be liable for any losses you incur.
  9. Once your Card has expired or if it is found after you have reported it as lost, stolen or damaged you agree to destroy your Card by cutting them in two through the magnetic strip and the chip.

9. Identity Verification

  1. If you enter into Transactions over the internet, some websites require you to enter your name and address. In such cases you should supply the most recent address which has been registered with us by the Customer as the Account address. The Account address is also the address to which we will send any correspondence.
  2. The Customer must notify us within 7 days of any change in the Account address or your other contact details. You can notify us by contacting GOODPAY Customer Services Desk who may require you to confirm such notification in writing. You will be liable for any loss that directly results from any failure to notify us of such a change as a result of undue delay, your gross negligence or fraud. We will need to verify your new Account address and shall request the relevant proofs from you.
  3. We reserve the right to request additional information on you as the customer and any additional cardholders you are responsible for. This includes but is not limited to proof of identity, proof of address and source of funds.
  4. We reserve the right at any time to satisfy ourselves as to your identity and home address (for example, by requesting relevant original documents) including for the purposes of preventing fraud and/or money laundering. In addition, at the time of your application or at any time in the future, in connection with your Account, you authorise us to perform electronic identity verification checks directly or using relevant third parties.
  5. Cards are issued in accordance with regulatory limits and conditions. Full card limits and usage for cards can be found on our website.

10. Cancelling Services

  1. If you are the Customer and you wish to cancel the Payment Services at any time, you must request cancellation online by informing us of your wish to cancel and to claim a refund of your unused funds by emailing us as specified in section 2 above. You must e-mail us from the e-mail address you provided when registering your Account. Our GOODPAY Customer Services department will then suspend all further use of your Payment Services.
  2. Once we have received all the necessary information from you (including KYC) and all Transactions and applicable fees and charges have been processed, we will refund to the Customer any Available Balance less any fees and charges payable to us, provided that:
    1. you have not acted fraudulently or with gross negligence or in such a way as to give rise to reasonable suspicion of fraud or gross negligence; and
    2. 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.
  3. Once the Payment Services have been cancelled, it will be your responsibility to destroy your Card(s).
  4. If, following reimbursement of your Available Balance, any further Transactions are found to have been made or charges or fees incurred using the Card(s) or we receive a reversal of any prior funding transaction, we will notify you of the amount and you must immediately repay to us such amount on demand as a debt.

11. Right to Cancel (“Cooling-Off’)

You have a right to withdraw from this Agreement under the following conditions:

  1. where you purchased the Payment Services by mail order, internet, fax, digitally or by email then you have a “Cooling Off” period of 14 days beginning on the date of the successful registration of your Account to withdraw from this Agreement and cancel the Payment Services, without any penalty but subject to deduction of any reasonable costs incurred by us in the performance of any part of the provision of services before you cancel. You must contact us within this 14 day period and inform us that you wish to withdraw from this Agreement and 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 30 business days from receipt of your instructions before returning the balance, to ensure that details of all transactions have been received.
  2. After the Cooling Off period you may only cancel the Payment Services as described in clause 10 above.

12. Expiry & Redemption

  1. Your Card has an expiry date printed on it. 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 (“Expiry Date”).
  2. The Payment Services and this Agreement shall terminate on the Expiry Date unless you request or are issued with a replacement Card prior to the Expiry Date in accordance with clause 12.4 or unless we otherwise agree to continue providing Payment Services to you following the Expiry Date.
  3. You may not use your expired Card after the Expiry Date.
  4. If a Card expires before your Available Balance is exhausted, you can contact GOODPAY Customer Services Desk to request a replacement Card, provided you do so 14 days before the Expiry Date and subject to payment of a fee (where specified).
  5. Notwithstanding any Expiry Date your funds are available for redemption by contacting us at any time before the end of the 6 years Limitation Period. After the 6 years Limitation Period your funds will no longer be redeemable to you.
  6. Provided that your request for redemption is made less than 12 months following the Expiry Date redemption will not incur any Late Redemption Fee. In the event that you make a request for redemption more than 12 months after the Expiry Date and before termination of the contract an Account Closure Fee may be charged (where specified).
  7. We reserve the right to issue you with a replacement for an expired Card even if you have not requested one. If you have not requested a replacement Card, you will not be charged a Card Replacement Fee.
  8. We shall have the absolute right to set-off, transfer, or apply sums held in the Card Account(s) in or towards satisfaction of all or any liabilities and fees owed to us that have not been paid or satisfied when due.

13. Termination or Suspension of Your Account

  1. We may terminate your use of the Payment Services with prior notice of at least 2 months.
  2. Your use of the Payment Services will be terminated following the Expiry Date in accordance with clause 12.2
  3. We may terminate or suspend, for such period as may reasonably be required, your use of the Payment Services at any time, without prior notice:
    1. in the event of any fault or failure in the data information processing system;
    2. if we reasonably believe that you have used or are likely to use the Payment Services, or allow them to be used, in breach of this Agreement or to commit an offence;
    3. if any Available Balance may be at risk of fraud or misuse;
    4. if we suspect that you have provided false or misleading information which may include but not restricted to false or tampered documents or fraudulent signatures and applications
    5. By order or recommendation of the police or any relevant governmental or regulatory authority.
  4. If any Transactions are found to have been made using your Card after any action has been taken by us under clause 13.1, the Customer must immediately repay such amounts to us.

14. Lost or Theft of your Card

  1. You are responsible for protecting your funds as if they were cash.
  2. You should treat your funds like cash in your wallet and look after it accordingly. If you lose your card or it is stolen you may not be able to recover the funds on your account in just the same way as you would usually not be able to recover cash which you lose or which is stolen from you.
  3. If your Card is lost or stolen or if you think someone is using the Payment Services without your permission or if your Card is damaged or malfunctions:
    1. you must contact us as soon as possible and you must provide us with your Account or Card number and either your Username and Password or some other identifying details acceptable to us so that we can be sure we are speaking to you; and
    2. Provided we have obtained the Customer’s consent to close the Account, we will then provide the Cardholder with a replacement Card with a corresponding new Account loaded with an amount equivalent to your last Available Balance.
  4. You will be liable up to a maximum of the first €75, of losses arising from any not authorised Transactions by you that take place prior to your notifying us of the loss or theft. If our investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence (for example by failing to keep your Prepaid Card or PIN secure), we may reverse any refund made and you may be liable for any loss we suffer because of the use of the Prepaid Card. You will not be held liable for any losses once you have notified us of loss or theft unless we reasonably determine that you have acted in accordance with clause 16.1.ii.f.2 – in which case you shall be liable for all losses.
  5. Once we have been notified of any loss or theft, we will suspend the Payment Services as soon as we are able, to limit any further losses. We can only take steps to prevent unauthorised use of the Payment Services if you can provide us with the Card number and Username or if you can produce sufficient details to identify yourself and the relevant Account.
  6. Replacement Cards will be posted to the most recent Cardholder address registered by the Cardholder. Failure to provide the correct address will result in a Card Replacement Fee.
  7. If you subsequently find or retrieve a Card that you have reported lost, stolen or damaged, you must immediately destroy the found Card by cutting it in half through the magnetic stripe and chip.
  8. You agree to help us, our agents, regulatory authorities and the police if your Card is lost, stolen or if we suspect that the Payment Services are being misused.

15. Our Liability

  1. Subject to clause 14.4;
    1. neither party shall be liable to the other for indirect or consequential loss or damage (including without limitation loss of business, profits or revenues), incurred in connection with this Agreement, whether arising in contract, tort (including negligence), breach of statutory duty or otherwise;
    2. we shall not be liable:
      1. if you are unable to use the Payment Services as set out or for any reason stated in clauses 4 and 10;
      2. for any fault or failure beyond our reasonable control relating to the use of the Payment Services, including but not limited to, a lack of Available Balance or fault in or failure of data processing Schemes;
      3. if a Merchant refuses to accept a Transaction or fails to cancel an authorisation or pre-authorisation;
      4. for the goods or services that are purchased with your Card;
      5. for any loss, fraud or theft that is reported more than 8 weeks following the event;
      6. where you acted with:
        1. undue delay
        2. fraudulently; or
        3. With gross negligence. (including where losses arise due to your failure to keep us notified of your correct personal details)
  2. To the fullest extent permitted by relevant law, and subject to clause 14.4, our total liability under or arising from this Agreement shall be limited as follows:
    1. where your Card is faulty due to our default, our liability shall be limited to replacement of the Card or, at our choice, repayment to you of the Available Balance;
    2. where sums are incorrectly deducted from your Available Balance due to our fault, our liability shall be limited to payment to you of an equivalent amount; and
    3. In all other circumstances of our default, our liability will be limited to repayment of the amount of the Available Balance.
  3. Nothing in this Agreement shall exclude or limit either Party’s liability in respect of death or personal injury arising from that party’s negligence or fraudulent misrepresentation.
  4. No party shall 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.

16. Refunds for Transactions

  1. A Transaction shall be considered to be unauthorised if you have not given your consent for the Transaction to be made. If you believe that a Transaction has been made without your consent you should contact us in accordance with clause 2.
  2. A claim for a refund of an authorised Transaction must be made within 8 weeks from the date on which the funds were deducted from your Available Balance. Within 10 Business Days of receiving your claim for a refund we will either refund the full amount of the Transaction or provide you with justification for refusing the refund.
  3. 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 to us or contact the complaints authority as described in clause 16.
  4. Where any request, transaction, disputed transaction, arbitration or reversed transaction involves third party costs you remain liable for these and they will be deducted from your account or otherwise charged to you.

17. Payment Disputes

  1. We aim to provide customers with easy access to our GOODPAY customer services team who receive record, investigate and respond to complaints.
  2. We take complaints very seriously and value the opportunity they provide to assist us with reviewing the way we do business and helping us meet our customers’ expectations. Our primary aim is to resolve any complaints that you may have as quickly and effectively as we can and consequently have documented the steps to be taken below.
  3. In the first instance, your initial communication will be with our GOODPAY Customer Service Team. We expect our GOODPAY Customer Service Team to respond to your complaint within five working days. You can contact our GOODPAY Customer Service Team using the details in clause 2. Reinsert email address and contact number.
  4. If having received a response from our GOODPAY Customer Service Team you are unhappy with the outcome, please contact the Complaints Officer of Prepaid Financial Services Ltd, 4th Floor, 36 Carnaby Street, London, 4th Floor, 36 Carnaby Street, W1F 7DR directly in writing via email on complaints@prepaidfinancialservices.com.
  5. If the Complaints Officer is unable to respond to your complaint immediately, you will receive confirmation that your complaint has been received and a formal investigation will be conducted. It is anticipated that you will receive a formal response of their findings within four weeks.
  6. If the Complaints Officer of Prepaid Financial Services Ltd is unable to resolve your complaint and you wish to escalate your complaint further, please contact the Financial Ombudsman Service at South Key Plaza, 183 Marsh Wall, London, E14 9SR. Details of the service offered by the Financial Ombudsman Service are available at www.financialombudsman.org.uk
  7. You must provide us immediately with all receipts and information that are relevant to your claim.
  8. If our investigation shows that we have incorrectly deducted money from your Available Balance, we shall refund the amount to you. If we subsequently establish that the refunded amount had been correctly deducted, we may deduct it from your Available Balance and may charge you an Investigation Fee. If you do not have sufficient Available Balance, you must repay us the amount immediately on demand.
  9. 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 Chargeback Processing fee as referenced in the Fees & Limits Schedule for any such assistance we may give you with any such dispute.
  10. If there is an un-resolvable dispute with a Merchant in circumstances where the Card has been used for a Transaction made by you, you may be held liable for the Transaction and will have to resolve this directly with the relevant Merchant.
  11. There are no 3rd party insurances linked at the card that will cover the matters we cannot or do not have to solve due to these rules and principles. However this will not affect your chargeback claims as per the Scheme rules or your consumer rights.

18. Local Complaint and dispute Services.

  1. We do everything we can to ensure that we put our customers first. In addition to our card issuers complaints service you may also escalate your concerns to the complaints regulatory team based locally in Belgium
  2. we can be contacted at NewB ECV, Kruidtuinstraat 75B-1210 Brussels
  3. alternatively you can contact the Ombudsman in Belgium on ‘Bemiddelingsdienst voor banken, kredieten en beleggingen in België’ at the following address: Belliardstraat 15-17 bus 8, 1040 Brussel, Telephone 00 32 2 545 77 70 Fax 00 32 2 545 77 79 E-mail Ombudsman@Ombudsfin.be Website http://www.ombudsfin.be
  4. For any commercial practices you may be unhappy with you can contact the FOD Economie, Middenstand en Energie at the following address: City-Atrium C, Vooruitgangstraat 50, 1210 Brussel, Telefoon 0800 120 33 Fax 0800 120 57 E-mailinfo.eco@economie.fgov.be Website http://www.economie.fgov.be/nl/.

19. Personal Data

  1. We are the data controller for your personal data and will process personal data given to us in connection with your Account in order to administer your Account and provide you with services relating to the Account and this Agreement. We may also use your personal data for marketing purposes and for market research purposes, in accordance with applicable legislation and our Privacy Policy.
  2. We may check your personal data with other organisations, and obtain further information about you in order to verify your identity and comply with applicable money laundering and governmental regulations. A record of our enquiries will be left on your file. In accordance with our Privacy Policy and applicable legislation, we may provide personal data supplied by you to certain named third parties (including data processors) for the purpose of performing our obligations and exercising our rights under this Agreement, including third parties located outside the European Union where different data protection standards may apply. We may also disclose your personal data as required by law or any competent authority.
  3. By agreeing to these terms and conditions, you acknowledge and agree to our processing of your personal data in this way.
  4. You have the right to receive certain information concerning the personal data we hold about you and to rectify such data where it is inaccurate or incomplete.
  5. You have also seen our Privacy Policy document and acknowledge and agree to the provisions there of (as amended from time to time).
  6. If you have elected to opt in to receive email and SMS marketing, we may share your information with NewB so they can contact you directly by telephone or email about their products and services. If you have elected to opt for additional services linked to the card, we may share the information with those partners providing these services, so they can provide you with these services.

20. Changes to the Terms and Conditions

  1. We may update or amend these terms and conditions (including our Fees & Limits Schedule). Notice of any changes will be given on the website or by notification by e-mail or by means of mobile device at least 2 months in advance. By continuing to use the Payment Services after the expiry of the 2 month notice period after the expiry of the 2 month notice period you acknowledge that you indicate your acceptance to be bound by the updated or amended terms and conditions. If you do not wish to be bound by them, you should stop using the Payment Services immediately in accordance with our cancellation policy (see clause 10).

21. Miscellaneous

  1. We may assign our rights, interest or obligations under this Agreement to any third party (including by way of merger, consolidation or the acquisition of all or substantially all of our business and assets relating to the Agreement) upon 2 month’s written notice. This will not adversely affect your rights or obligations under this Agreement.
  2. We do not intend that any of the terms of this Agreement will be enforceable by a person not a party to it, except that Schemes and their affiliates may enforce any right granted to it under this Agreement.
  3. Any waiver or concession we may allow you will not affect our strict rights and your obligations under this Agreement.
  4. The Customer agrees that they will not use the Payment Services in an illegal manner and/or for illegal purposes and you agree to indemnify us against any claim or proceeding brought about by such illegal use of the Payment Services.
  5. This Agreement and the documents referred to in it, constitute the entire agreement and understanding of the parties and supersede any previous agreement between the parties relating to the subject matter of this Agreement.

22. Funds Protection

  1. Your funds are safeguarded by law. In the event that Prepaid Financial Services became insolvent your e-money funds are protected against claims made by any other creditors.

23. Regulation & Law

  1. The Payment Services, Card and Account are payment products and not deposit, credit or banking products, as such they are not covered by the Financial Services Compensation Scheme.
  2. To the fullest extent permitted by law and without affecting your legal rights as a consumer, this Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by, and construed in accordance with, the laws of England & Wales and the courts of England & Wales shall have exclusive jurisdiction in relation to the same.

24. Tariffs for Cardholders

  TheNewB Card The Start Card
Validity

5 year

5 year

Purchase price first card coöperant (Virtual or physical card).

€ 0

€ 0

Additional card request for same user

€10,00

NVT

Replacement (when lost or stolen)

€ 10,00

€ 10,00

Second card for other person: Co-operant (when this person has no card yet with NewB)

€ 0,00

NVT

Second card for other person: Non Co-operant

€ 10,00

NVT

Re-issuance of card at expiry date

€ 0

€ 0

Card Upgrade (from start Card to NewB card)

€ 0

€ 0

Migration from virtual to physical card

€ 10,00

€ 10,00

     
Management Costs    
Activation cost

€ 0,00

€ 0,00

Monthly cost (from 4th month – first 3 months free)

€ 0,00 (2)

€ 1,00

Cost of non-active card (after 3 months not enough activity: = < 1 payments per month)

€ 1,00

€ 0,00

Yearly cost (2end year)

€ 0,00

€ 0,00

PIN code reveal (digital)

€ 1,50

€ 1,50

Close NewB Card Account (3)

€ 5,00

€ 5,00

Cost processing Chargeback

€ 15,00 (1)

€ 15,00 (1)

     
Transaction Cost    
Online payments

€ 0,00

€ 0,00

Payments in shops

€ 0,00

€ 0,00

Currency Exchange uplift)

2,15 %

2,15 %

Refused Shop or online payment transaction for non- sufficient balance

€ 0.10

€ 0.10

     
KOSTEN OP GELDOPNAME    
ATM in SEPA-zone

€ 3,00

€ 3,00

ATM outside SEPA-zone

€ 3.00

€ 3.00

Refused ATM transaction

€ 0.20

€ 0,20

Currency exchange uplift

2.15%

2,15%

Reimbursement (Unload of card) via SEPA or Non- euro bank transfer

NA

NA

LOAD Costs    
Via SEPA bank transfer

Free

Free

Via international (non-euro) bank transfer

Free

Free

Via Bancontact, Maestro on value

2,00 %

2,00 %

Via Card to Card (adults) per transaction

€ 0.01

€0.01

Via Card to Card (minors)

Free

Free

     
LIMITS (per user, op all cards together)    
Min. Initial loading at registration

€25

€25

Minimal load amount

€25

€25

Max. card balance

€ 10.000

€ 1.000

Max load amount per load and/ or per day

4.000,00

€1.000

Max. load amount per year (in the past 365 days).

€ 50.000

€ 2.500

Max. transaction amount (per transaction and per day)

€ 5.000

€ 1.000

     
Max. number of loads per day (24 hours)

3

3

Max. number of transactions (online + offline)

30

30

Max. number ATM transactions per day

3

3

Max. ATM amount per day

€ 600

€ 600

Important: Costs will only be charged via your NewB Card. You will never receive an invitation to pay an invoice of Mastercard, Prepaid Financial Services LTD or NewB for costs related to the NewB Card.

  1. Charges for the processing of a chargeback will only be applied when your request for reimbursement was declined.
  2. No management costs are charged if the card is regularly used. Regularly uses means, used at least 1 time per month for purchases (POS or e-commerce).
  3. Closure of the card means that the card will be de-activated and the balance of your account less the closing costs will be reimbursed on a by the customer indicated account.