Terms and conditions
These terms and conditions apply to your eccount money service. You must read them carefully. By applying for or using the eccount money service, you are agreeing to these terms and conditions, a copy of which you can view on the Website or obtain from Customer Care on request.
The eccount money service provides two accounts (an “eccount” and a “Card Account”, (together the “Accounts”) dedicated to you.
In these terms and conditions:
“Accounts” means the ‘eccount’ and the ‘Card Account’ dedicated to you;
“Additional Cardholder” means a person you have authorised to use a card connected to your Card Account, who you agree is authorised to undertake transactions on you behalf and who is also subject to these terms and conditions;
“Available Funds” means, at any given time, the value of the unspent funds loaded onto your Card and available to use for purchases, fees and charges payable under this Agreement;
“Card” means your prepaid card and (where applicable) any additional cards issued to you or Additional Cardholders;
“Card Account” means the card service and any cards associated with it;
“Cardholder” means you or the Additional Cardholder;
“eccount” means the prepaid service established by us in your name;
“eccount Opening Date” means the date on which your prepaid service is activated;
“PIN” means the unique personal identification number which is provided to you when you call our secure automated PIN retrieval service;
“Reload” means to top‐up the funds or to add money to your Accounts;
“We”, “us” or “our” means IDT Financial Services Limited (“IDT”) or Tuxedo Money Plus Ltd (“TMP”) acting in its capacity as Programme Manager on behalf of IDT Financial Services Limited;
“Website” means our online site at www.eccountmoney.com;
“You” or “your” means the individual holding the Accounts and any additional cardholders you authorise us to issue cards to.
Contact us by:
Post: PO BOX 3753, Chester, CH1 9UH
Telephone Customer Care: 020 7078 2719. All telephone calls will be recorded.
1 Opening the Accounts
1.1 You have selected our eccount money service and your rights are as set out in these terms and conditions. These terms and conditions do not give you any rights against VISA Europe Limited or its affiliates or any third party.
1.2 You must be at least 18 years old and a UK resident. We will require evidence of who you are and your address. We may ask you to provide some documentary evidence to prove this and/or we may check all personal information given by you with credit reference or fraud prevention agencies and other organisations. We may perform a search of your credit file in order to verify your identity. The agencies may keep a record of your information and the searches made, however we do not perform a credit check and the search is for identity purposes only and will be recorded as such. By applying for or using the Accounts, you consent to your information being passed to such agencies for this purpose. We may refuse at our discretion to open the Accounts
1.3 We will open an eccount and a Card Account as accounts designated in your name.
1.4 Balances held in Accounts belong to you and are held on your behalf.
2 Operating the Accounts
2.1 You will arrange for your salary/income to be paid into the eccount. If applicable, we will arrange the payments due in accordance with the payment programme agreed between you and your creditors, from the eccount. We will also deduct from the eccount the fees due to us under these terms and conditions (as set out in clause 11 below).
2.2 If you create a standing order we will make the authorised payments from the eccount, provided there is a sufficient balance to meet the payments. If we stop a standing order or reject a payment because of insufficient funds, we will inform you. If we have to stop or reject a payment more than once, we may withdraw the standing order facility and we will write to tell you if that occurs. You must then make alternative arrangements for payment to the intended recipients.
2.3 We will transfer from the eccount to the Card Account each month the amounts specified by you. If at any time a payment is to be made from the eccount and there are insufficient funds in that account but there is a balance available in the Card Account, we may transfer funds back to the eccount from the Card Account, to make the payment.
2.4 If there are sufficient cleared funds in your Card Account you will be able to withdraw cash from the Card Account. You will receive a card issued by IDT for you to make withdrawals from the Card Account or otherwise to make payments using the cash in the Card Account. There is a daily cash withdrawal limit on the Card Account of £500.00. In any event, you will not be able to withdraw more than the balance on the Card Account.
2.5 The minimum withdrawal which can be made from an ATM using your card is £10. There is no minimum value for transactions made at retailers using your card.
2.6 Standing orders cannot be made from the Card Account, it has to be from the eccount.
2.7 We will notify you of specified events affecting your eccount (e.g. the crediting of the account). We will do this by SMS text messages to your mobile phone (please see clause 9 below for further details), or by other means we agree with you.
2.8 Any transaction on your Account will be regarded as authorised by you where you authorise the transaction by notifying us in writing (by letter or payment slip verified by a signature, SMS text message, email or via our online money site using your username and password) or by telephone (where calls may be recorded for security and monitoring purposes).
2.9 Where cash is paid into your Accounts at a bank or building society it will be credited to your Accounts and available to use after 10-14 working days. Where monies are sent to your Account via Faster Payment, BACS, the funds will be credited to your Account within one working day or receipt. Please note we do not accept CHAPS payments. Any CHAPS payments received will be returned to your bank account.
2.10 Payments made out of your eccount will be processed as follows:
Where you authorise us to send monies to a third party by bank transfer, this should be credited to the destination account by the following working day.
2.11 The aggregate balance on your Accounts can never exceed the limit specified under clause 11 at any time.
2.12 We reserve the right to refuse to accept any particular loading transaction or to disable any particular loading method without notice in the interests of fraud prevention.
2.13 A Load/Reload Fee may apply for each load/reload that you make. Please see clause 11 below for details of when a Load/Reload fee will apply and how much it will be.
2.14 If you load more than £12,000 in any 12 month period we may ask you to provide evidence of the source of the funds.
2.15 Funds loaded onto your Accounts do not constitute a deposit and you will not earn any interest on any funds.
3 Using your Card Account
3.1 Detailed instructions on how to use your Card are found on the Website. You will need to follow these instructions when using your Card.
3.2 You can use your Card at any overseas or UK location that displays the VISA Europe Limited Acceptance Mark, including shops, restaurants, online, or on the telephone.
3.3 Before using the Card you need to make sure there are enough funds loaded on it. You will not be able and should not attempt to use your Card after its expiry date.
3.4 Where you have requested and we have agreed to Additional Cardholders, you authorise us to issue Cards and a PIN to the Additional Cardholders and you authorise each Additional Cardholder to authorise transactions on your behalf. The minimum age allowed for an Additional Cardholder is 13 years of age.
3.5 As the primary account holder you will be responsible for the use of any additional Cards and for any applicable fees or charges that your Additional Cardholders may incur. The use of your Card by an Additional Cardholder will be regarded as confirmation to us that you have communicated these terms and conditions to them and that they accepted them prior to use.
3.6 The Card may only be used by you. It is not transferrable to any other person.
3.7 You must not ship any Card to India under any circumstances.
3.8 We will deduct the value of your transactions from the balance on your Card. We will also deduct any applicable fees as soon as they become payable by you, see clause 11 below for details of our fees.
3.9 Your Card is the property of IDT Financial Services Ltd and is not transferable to anyone else. We may ask you to stop using your Card and return it to us or destroy it. We may at anytime suspend, restrict or cancel your Card or refuse to issue or replace a Card for reasons relating to the following:
3.9.1 We are concerned about the security of the Cards we have issued to you;
3.9.2 We suspect that your Cards are being used in an unauthorised or fraudulent manner;
3.9.3 Or we need to do so to comply with the law and/or with VISA Europe Limited requirements.
If we do this, we will tell you as soon as we can (or as soon as we are permitted by law to do so) after we have taken these steps.
3.10 Like other payment cards, we cannot guarantee a retailer will accept your Card. We may also refuse to pay a transaction:
3.10.1 If we are concerned about security of your Card or we suspect your Card is being used in an unauthorised or fraudulent manner;
3.10.2 If sufficient funds are not loaded on to your Card Account at the time of a transaction to cover the amount of the transaction and any applicable fees; if you set up a recurring payment or regular subscription using your card, you must also ensure that there are sufficient available funds to cover such payments;
3.10.3 If there is an outstanding Shortfall on the Card in accordance with clause 11;
3.10.4 If we have reasonable grounds to believe that you are acting in breach of this Agreement;
3.10.5 If we believe that a transaction is potentially suspicious or illegal (for example, if we believe that a transaction is being made fraudulently);
3.10.6 Because of errors, failures (whether mechanical or otherwise) or refusals by merchants, payment processors or payment schemes processing transactions;
3.10.7 If payment will result in a breach by You or Us or VISA Europe Limited of any national or European law.
3.11 If we refuse to authorise a transaction, we will, if practicable, tell you why immediately unless it would be unlawful for us to do so. You may correct any information we hold and which may have caused us to refuse a transaction by contacting us via the Website or via email@example.com.
3.12 In some circumstances we or retailers may require you to have available funds in excess of the transaction amount. For instance, at restaurants you may be required to have 20% more on your card than the value of the bill to allow for any service charge added by the restaurant.
3.13 Retailers may require verification that your available funds will cover the transaction amount and initiate a hold on your available funds in that amount.
3.14 You will not be able to use your card at “pay-at-pump” petrol pumps. However, you will normally be able to use your card to pay for petrol by presenting the card at the kiosk or to a service station attendant.
3.15 Where permitted by a retailer, the Card may be used in full or part payment for a purchase. We cannot guarantee a retailer will allow the Card to be used in part payment for a purchase. If part payment is permitted, you will be required to pay the outstanding amount of the purchase by an alternative means, for example, cash or debit card or credit card.
4 Authorising Card Transactions
4.1 Authorisation will be requested for all transactions at the time of each transaction. Subject to the features of the particular Card , the authorisation of a transaction can include authorising any single transaction, a series of recurring transactions (including transactions for an indefinite period) or pre-authorising future transactions of a certain or uncertain amount
4.2 A Card transaction will be regarded as authorised by you where you:
4.2.1 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:
- a) entering your PIN or providing any other security code;
- b) signing a sales voucher;
- c) providing the Card details and/ or providing any other details as requested;
- d) waving/swiping the Card over a card reader or inserting your Card into a card reading device for the purpose of making a payment;
4.2.2 Insert a Card and enter your PIN to request a cash withdrawal at an ATM;
4.2.3 Make a request for a cash advance at any bank counter.
4.3 Authorisation for a transaction may not be withdrawn (or revoked) by you after the time it is received. However, any transaction which is agreed to take place on a date later than the date it was authorised may be withdrawn (or revoked) if you or an Additional Cardholder gives notice to the supplier (providing a copy of the notice to us) as long as notice of withdrawal (or revocation) is provided no later than the close of business on the business day before it is due to take place.
If we do revoke a transaction on your behalf we will charge a revocation fee as specified in clause 11.
4.4 We will pay the funds required by the retailer or merchant to cover the transactions authorised by you within 3 days of us receiving their request. A transaction (the payment order) will be received as follows:
4.4.1 For purchases and ATM transactions, at the time we receive the transaction instruction from the merchant acquirer or ATM operator;
4.4.2 For other transactions which are communicated directly to us, at the time you ask us to complete the transaction.
4.4.3 If in relation to;
- a) purchases and ATM transactions, we receive the transaction instruction from the merchant acquirer or ATM operator; or
- b) other transactions communicated directly to us, you ask us to complete the transaction
after 4:00 p.m., then the transaction instruction or request will be deemed to have been received by us on the following business day.
4.5 In certain circumstances, a transaction will be initiated but not fully completed. Where this happens, this may result in the value of the transaction being deducted from the Card balance and therefore unavailable for use – we refer to this as a “hanging authorisation” or “block”. In these cases, you will need to contact our Customer Care and present relevant evidence to show that the transaction has been cancelled or reversed.
5 Keeping your Card secure
5.1 You should treat your Card like cash. If it is lost or stolen, you may lose some or all of your money in your Card Account, in the same way as if you lost cash in your wallet or purse. As a result, you must keep your Card safe and not let anyone else use it. You must sign the signature strip on the back of the Prepaid Card as soon as it is received. If you are issued with a PIN, you must keep it secret at all times. You should memorise the PIN, destroying the notification and never disclosing the PIN or security information to anyone. If you suspect that someone else knows your PIN, you should change it as soon as possible. You can change your PIN at most ATMs by following the on-screen instructions.
5.2 We recommend that you check the balance on your Accounts regularly online at the Website. We will provide you with your Account balances and a statement of recent transactions either by electronic means or on our secure webpage at any time. Your statement will show:
5.2.1 Information relating to each transaction which will enable it to be identified;
5.2.2 The amount of the transaction shown in the currency in which the transaction was paid or debited to the account;
5.2.3 The amount of charges for the transaction
5.2.4 The date the transaction is authorised or posted on to the account.
A charge will be made for supplying additional or duplicate copies of statements on paper as specified in clause 11.
6 Lost and stolen Cards and unauthorised or incorrectly executed payments
6.1 You must tell us without undue delay by calling us on our 24 hour lost and stolen card helpline 020 7078 2720 (+44 20 7078 2720 from overseas), if you know or suspect that a Card is lost or stolen or that the PIN or password is known to an unauthorised person or if you think a transaction has not been authorised by you.
6.2 If you think a transaction has not been authorised by you or has been incorrectly executed you must contact Customer Care immediately. Depending on the circumstances we may require you to complete a declaration form and forward this to us without delay.
6.3 We will refund any unauthorised transaction immediately unless we have any reason to believe that the incident may have been caused by a breach of this Agreement, through gross negligence or we have reasonable grounds to suspect fraud.
6.4 If our investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence (e.g. by failing to keep your Card or PIN secure or by failing to notify us without delay on becoming aware of the loss, theft, misappropriation or unauthorised use of the Card), we may refuse to refund a transaction (or reverse any refund made) and you will be fully liable for any loss we suffer because of the use of the Card. There shall be no maximum limit to your liability in these circumstances except where relevant laws or regulations impose such a limit. We may also charge you the Investigation Fee specified in clause 11. Where you have not acted fraudulently or with gross negligence your liability under this Agreement shall be limited to £50 for unauthorised transactions that arise from the use of a lost or stolen card or the misappropriation of the card.
6.5 After you have notified us of the loss, theft or risk of misuse, and providing that we are able to identify your Card and satisfy certain security checks, We may issue a replacement Card and/or PIN to you. Fees apply for the re-issue of a lost or stolen card, please see clause 11 for details. The cooling off period described in clause 7.1 does not apply to replacement cards.
6.6 If you have any disputes about purchases made using your Card, you should settle these with the person you bought the goods or services from. We are not responsible for the quality, safety, legality or any other aspect of any goods or services purchased with your Card. Remember that once you have used your Card to make a purchase we cannot stop that transaction.
7 Cancellation and expiry of your Accounts
7.1 This Agreement will terminate 36 months from account opening date or, if earlier, when your Accounts are closed. You have a legal right to cancel your Accounts up to 14 days after you agree to these terms and conditions without being charged the Redemption Fee – this 14 day period is known as the “Cooling-Off Period”. Any fees incurred during the Cooling-Off Period will be refunded on the cancellation of the Accounts, provided the Accounts have not been used. Under this Agreement, you also have the right to cancel your Accounts at any time after the 14 day Cooling-Off Period without notice and any funds remaining on your Accounts will be returned to you subject to satisfactory checks being completed.
7.2 We may also cancel your Agreement by giving you at least 2 months’ notice:
7.2.1 If this Agreement or your card expires on a set date and we have not agreed to renew this Agreement;
7.2.2 If you break an important part of this Agreement, or repeatedly break the Agreement and in either case fail to resolve the matter in a timely manner;
7.2.3 If you act in a manner that is threatening or abusive to our staff, or any or our representatives;
7.2.4 If you fail to pay fees or charges that you have incurred or fail to put right any shortfall;
7.2.5 In the event of your death;
7.2.6 There is a 12 month consecutive period of inactivity.
7.3 We may also cancel this Agreement or suspend your Accounts immediately if we believe your Accounts are deliberately being used by you to commit fraud or for other illegal purposes. If we do this we will tell you as soon as we are permitted to do so.
7.4 If we cancel your Accounts you must tell us what you want us to do with any unused Funds as soon as possible. We can return the funds to the loading source, to a bank account in the same name as the Accounts or we can issue a cheque for your refund. Please note that we may need to verify your identity in order to satisfy Anti Money Laundering requirements, for example by requesting a photocopy of your passport or a recent utility bill.
7.5 If your Accounts are cancelled, we will immediately block your Card so it cannot be used.
7.6 You will not be entitled to a refund of money you have already spent on transactions authorised, or pending or any fees for use of the Accounts before cancellation or expiry. You can cancel your Accounts by sending an email to us using the “contact us” function on the Website, and confirming that you have destroyed your Card.
7.7 If you cancel your Accounts prior to the expiry of these terms, once all transactions and fees have been deducted, we will arrange for any unused funds to be refunded to you, see clause 9 below for further information. A Redemption Fee may be charged (see clause 11 below) unless you have arranged to transfer any unused funds to other Accounts managed by us, or you cancel your Accounts within the Cooling-Off Period.
7.8 Funds may be withheld if there are legal reasons to do so.
7.9 On the expiry of a Card, the Card will cease to function and you will have no further rights to use it. You must destroy your Card once it has expired. Shortly before expiry of your Card, we may contact you to ask whether you require a replacement card. If you promptly confirm to us that you wish to receive a replacement card, then subject to receiving acceptable evidence of identity from you, we will issue a replacement card before expiry of your card. Please note that we have complete discretion over whether or not to issue you a replacement card. On expiry of your Card we will arrange for any unused funds to be refunded to you, see clause 9 below for further information.
8 Our liability
8.1 Any liability on our part in connection with this Agreement (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) shall be subject to the following exclusions and limitations.
8.2 We will not be liable for any loss caused by:
8.2.1 Any cause which results from abnormal or unforeseen circumstances beyond our control, consequences which would have been unavoidable despite all our efforts to the contrary;
8.2.2 A merchant refusing to accept your Card, honour a transaction or failing to cancel an authorisation;
8.2.3 Our compliance with legal and regulatory requirements; or
8.2.4 Loss or corruption of data unless caused by our wilful default.
8.3 We will not be liable for:
8.3.1 Business interruption, loss of revenue, goodwill, opportunity or anticipated savings;
8.3.2 Any indirect or consequential loss; or
8.3.3 Any goods or services that you purchase with your Card.
8.4 Normally, We will be able to support transactions 24 hours per day, 365 days per year. However, we cannot guarantee this will be the case, and in certain circumstances – for example a serious technical problem – We may be unable to receive or complete transactions. From time to time, your ability to use your Accounts may be interrupted e.g. when we carry out maintenance. If this happens, you may be unable to load your Accounts and unable to:
8.4.1 Use your Card to pay for purchases or obtain cash from ATMs; and/or
8.4.2 Obtain information about the Available Funds or about your recent transactions.
We will not be liable for any loss arising from such interruptions.
8.5 Where your Card is faulty due to our fault, our liability shall be limited to replacement of the Card or, at our choice, repayment to you of the Available Funds.
8.6 Where sums are incorrectly deducted from your Available Funds due to our fault, our liability shall be limited to payment to you of an equivalent amount.
8.7 In all other circumstances of our default, our liability will be limited to repayment of the amount of the Available Funds.
8.8 Nothing in this Agreement shall exclude or limit our liability for death or personal injury.
9 Your Rights to Redemption of Funds and Refunding of Transactions on your Accounts
9.1 You have the right to redeem the funds on your Accounts at any time in whole or in part. To do so, please either send us an email using the “contact us” facility on the Website, or contact us by telephone requesting redemption and indicating the amount to be redeemed. If you request redemption of all funds on your Accounts we will cancel your Card. Please confirm in writing that you have destroyed your Card by cutting it up.
9.2 When we process your redemption request, we may require you to provide us with documents such as identification so that we may process your request in accordance with legal requirements. We will not complete your redemption request if we believe you have provided false information, we are concerned about the security of the transaction, if there are insufficient funds to cover the redemption and any redemption fee, or for any other legal reason.
9.3 We may also charge a redemption fee if one of the following circumstances applies:
9.3.1 You are requesting redemption before termination or expiry of this Agreement;
9.3.2 You cancel this Agreement before any agreed termination or expiry date (other than where such cancellation occurs during the Cooling-Off Period, or results from a change to our terms and conditions under clause 11); or
9.3.3 You request redemption more than one year after the date of termination or expiry of this Agreement.
9.4 Please see clause 11 for a summary of fees including redemption fees. We will not redeem the value of the funds on your card to you if your request for redemption of the funds is made more than six years after the date of termination or expiry of this Agreement.
9.5 We may send a cheque to your last notified address, arrange an electronic transfer to a bank account in your name or arrange a refund to a debit or credit card used to load. However, to enable us to comply with our legal obligations, we may ask you to provide us with further evidence of your identity or additional evidence before we can process your redemption request.
9.6 You may be entitled to claim a refund in relation to transactions where:
9.6.1 The transaction was not authorised under this Agreement; or
9.6.2 We are responsible for a transaction which was incorrectly executed and the incorrect execution was notified to us in accordance with clause 6 above; or
9.6.3 A pre-authorised transaction did not specify the exact amount at the time of its authorisation and the amount charged by a supplier is more than You or an Additional Cardholder could reasonably have expected taking into account normal spending patterns on the Accounts or the circumstances of the transaction.
9.6.4 A claim for a refund in the circumstances set out at clause 9.6.3 above will not be accepted if the amount of the transaction was made available to you at least 4 weeks before the transaction date or it is made more than 8 weeks after being debited to your account.
9.6.5 You will not be entitled to a refund under clauses 9.6.1 or 9.6.2 above unless we were notified of the unauthorised/incorrectly executed transaction within 13 months of the debit date.
9.7 Where a retailer provides a refund for any reason (for example, if you return the goods as faulty), it can take several days for the notification of the refund and the money itself to reach us. As such, please allow 5-10 days from the date the refund was carried out for the refund to be applied to Your Card or eccount.
10 Changes to these Terms and Conditions
10.1 We may change these terms and conditions at any time by placing a new version on the Website at least 2 months before the change is due to take effect. The current version of the terms and conditions will always be available on the Website. You should check the Website regularly for any changes to these terms. The change will automatically take effect and you will be taken to have accepted the notified change by continuing to use the Accounts, unless you tell us that you do not agree to the change. In that event, we will treat that notice as notification that you wish immediately to terminate. In such circumstances we will refund any balance on the card in accordance with clause 9 above and you will not be charged a Redemption Fee.
10.2 We may change these terms without notice if it is required by EU or national law.
10.3 We may make immediate changes to the exchange rate used to convert transactions undertaken in a currency other than the currency of your card. Like other payment cards, we use VISA Europe Limited’s exchange rates when you use your card outside of the denominated currency zone. The rates are available over the phone via customer care. The rate which we apply to spend outside of the card’s currency is set by VISA Europe and will fluctuate during the day. Exchange rates change on a daily basis and you can check the rates on VISA Europe’s website.
11 Fees and Usage Restrictions
11.1 By using your Accounts you agree to pay all applicable fees per card, as set out below:
|UK purchase transactions||Free|
|UK ATM withdrawals*||£0.50|
|Overseas purchase transactions||Free (+ 2.75% fx fee)|
|Overseas ATM withdrawals*||£2.25 (+ 2.75% fx fee)|
|Top up fees|
|PayPoint||3% (max load £249)|
|Post Office ®||Free (max load £250)|
|Online credit card||3% (max £750 load)|
|Online debit card load||Free (max £750 load)|
|Maximum card balance||£5,000|
|Maximum daily load||£5,000|
|Maximum monthly load||£5,000|
|Maximum annual load||£20,000|
|Online credit card load (daily)||£1500|
|Online debit card load (daily)||£1500|
|Maximum weekly debit/credit card load||£2,000|
|Maximum daily ATM withdrawal||£500|
|Information and Alerts|
|Online balance & transactions||Free|
|ATM balance enquiry**||£0.25|
|Load alerts by email||Free|
|Check balance by text||No extra charge – standard network rates apply|
|Card to card transfers||Free|
|Lock your card||Free|
|Unlock your card||Free|
|Cancellation or Redemption Fee||£10.00|
|Expiry||Card valid 36 months|
|Paying In slips||£3.50 per request|
*When you use your Card at an ATM, you may also be subject to applicable fees, surcharge rules and regulations of the relevant ATM, or other financial institution or association. You should be advised before you confirm the transaction.
** This service is only available in the UK.
11.2 If we decide to increase or impose any new fees, we will tell you by publishing on the Website, at least two months before any changes take effect. By continuing to use the Accounts, you will be deemed to have agreed to the new or increased fees.
11.3 In the unlikely event, for any reason whatsoever, a transaction is completed when there are insufficient funds on the Accounts for that transaction (a “Shortfall”), the Shortfall shall be reimbursed by you. Where the Shortfall is due to an error on the part of the retailer where the Card was presented, we may, but shall not be obliged to, use reasonable endeavours to seek the Shortfall from the retailer.
11.4 You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount. We may charge the amount of the shortfall from any other Accounts that you hold with us, to any other payment method which you may designate at that time, or against any funds which you may subsequently load onto your Accounts or on any Additional Card ordered by you. Until we are reimbursed the Shortfall amount, we may suspend your Accounts, and any Additional Cards connected to you. In addition, we reserve the right to charge you an Investigation Fee for each transaction that you make using your Accounts that results in a Shortfall or increases the Shortfall amount on your Accounts. We may use debt collection agencies or other third parties to recover the amounts owed.
12 Your Details
You must let us know as soon within 7 days if you change name, address, phone number or email address. If we contact you in relation to your Accounts, for example, to notify you that we have cancelled your Accounts or to send you a refund by cheque, we will use the most recent contact details you have provided to us. Any email to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.
13 Data Protection
13.1 We are the data controller of personal data given to us in connection with your Accounts.
13.2 We will process personal data in order to open, administer and run your Accounts and to deal with any enquiries you have. We will manage and protect your personal data in accordance with the Data Protection Act 1998 (UK) and Data Protection Act 2004 (Gibraltar).
13.3. If we suspect that we have been given false or inaccurate information, we may record our suspicion together with any other relevant information.
13.4 We are the data controller of personal data that we collect for marketing purposes as set out below. We may use third parties to process personal data on our behalf including third parties outside the EEA and by submitting your activation form you consent to your personal data being transferred outside of the EEA and disclosed to such third party processors. When we transfer data outside the EU, we will take steps to ensure that your data is afforded substantially similar protection as data processed within the EU. Please be aware that not all countries have laws to protect data in a manner equivalent to that of the EU. You have the right to object to the processing of your data and to its transfer outside the EU on compelling legitimate grounds.
13.5 Personal data may also be transferred confidentially to other organisations so that we can run your eccount. We may also inform our partners when you start using your Accounts; however we will not disclose details of any loads, withdrawals or transactions you make.
13.6 We will monitor and/or record telephone calls we have with you or your additional cardholders to help us maintain and improve the quality of our service or as required by applicable law.
13.7 We may check all personal information given by you with credit reference or fraud prevention agencies and other organisations and we may perform a search of your credit file in order to verify your identity. The agencies may keep a record of your information and the searches made.
13.8 With your consent, or upon your request, we may use the information you provide such as your mobile phone number and email address to provide balance updates and transaction alerts.
13.9 We will seek your express consent before we or third parties contact you by email or mobile phone about any offers they believe will interest you.
13.10 We may want to contact you by telephone or mail, about other products and services provided by us. If you no longer wish to receive information about our products or services then please contact Customer Care. If you have elected to opt in when you registered for the service to receive email and SMS marketing, we may share your information with third parties so they can contact you directly by telephone or mail about their products and services.
13.11 If you would like details of the third parties with which we share information about you please contact Customer Care.
13.12 Personal data may be disclosed as required by law.
13.13 You have the right, on payment of a fee, to receive details of the personal data we hold about you. Please contact Customer Care.
If you have an enquiry relating to your Accounts, you can use the “Contact Us” facility on the Website. We will deal with your enquiry promptly. If you do not wish to enquire in this way you can alternatively call our Customer Care team.
15.1 The eccount money service is managed by Tuxedo MoneyPlus Ltd. If you are unhappy in any way with your Accounts or the way they are managed, tell us by using the email enquiry facility on the Website so we can investigate the circumstances for you. Any complaints you have will be dealt with quickly and fairly. We will supply you with a copy of our full complaints procedure on receipt of your complaint and/or on request.
15.2 If the issue cannot be resolved, you may contact us at IDT Financial Services Limited, Attention: Customer Services, PO Box 1374, Gibraltar.
15.3 As a last resort, you may contact the Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar, or by telephone on +350 200 40283, by fax +350 200 40282 , email firstname.lastname@example.org, or web www.fsc.gi.
15.4 If our investigation shows that we have incorrectly deducted money from your Available Funds, we shall refund the amount to your card account within one day of investigating your complaint. Until our investigation is complete the disputed amount will be unavailable to spend. If we subsequently establish that the refunded amount had been correctly deducted, we may deduct it from your available funds. If you do not have sufficient available funds, you must repay us the amount immediately.
15.5 We will charge you an Investigation Fee if a complaint is investigated and it is established that the money in question was correctly deducted from your card account.
The Accounts are an electronic money product and although it is a product regulated by the Financial Services Commission, Gibraltar, it is not covered by the Gibraltar Deposit Guarantee Scheme. No other compensation scheme exists to cover losses claimed in connection with the Accounts. This means that in the event that IDT Financial Services Limited becomes insolvent your funds may become valueless and unusable and as a result you may lose your money.
However, as a responsible e-money issuer, IDT Financial Services Limited ensures that once it has received your funds they are deposited in a secure client account, specifically for the purpose of redeeming transactions made on your Accounts. In the event that IDT Financial Services Limited becomes insolvent funds that you have loaded which have arrived with and been deposited by IDT Financial Services Limited are protected against the claims made by creditors.
We may assign the benefit and burden of these terms and conditions to another company at any time, on giving you 2 months’ prior notice of this. If we do this, your rights will not be affected.
18 Transfer to new Accounts
We may transfer your unused balance to new Accounts provided by an issuer other than IDT Financial Services Ltd at any time. Before we do this, we will give you 2 months’ notice of the new arrangements and the new terms and conditions. Unless you advise us within the 2 month period that you do not want new Accounts from the new issuer, you agree that we can automatically transfer the unused balances on your Accounts to new Accounts provided by the new issuer.
19 Governing Law
This Agreement is concluded in English. All communications with you will be in English. This Agreement shall be interpreted in accordance with the laws of England and Wales and subject to the non-exclusive jurisdiction of the English courts.
20 Account and Card Issuer
The Accounts and associated Cards are issued by IDT Financial Services Limited pursuant to a license from VISA Europe Limited International. IDT Financial Services Limited is regulated and authorised by the Financial Services Commission, Gibraltar. Registered Office: 57-63 Line Wall Road, Gibraltar, Registered No. 95716.