TUI Multi-Currency Travel Money Card Terms and Conditions

Below you'll find Terms and Conditions for the TUI Multi-Currency Travel Money Mastercard® and TUI Single-Currency Travel Money Mastercard®.

The TUI Multi-Currency Travel Money Mastercard® Terms and Conditions May 2018

Please read this Agreement carefully before you use your Card. This information forms the Agreement of your TUI Multi-Currency Travel Money Card. By using your Card you accept this Agreement. If there is anything you don’t understand, please contact Customer Services using the contact details in paragraph 23 of this Agreement. 

1. DEFINITIONS

Account – The electronic Account associated with your Card.

Account Information Services – An online service which provides consolidated information on accounts held by you with one or more payment service providers such as banks.

Account Number – This is your unique personal account number and is found on the back of your Card.

AED – UAE Dirham.

Aggregated Balance – The total available balance of funds within all Currencies converted to GBP. Please note Aggregated Balance is an approximate balance.

Agreement – This Cardholder Agreement as varied from time to time.

APP – The Multi-Currency application installed on the mobile to facilitate checking your Aggregated and Currency Balance and transaction history. You acknowledge that we may add additional functionality or remove any existing functionality from the APP at any time without prior notice to you. In the event that we add additional functionality, this Agreement will be applicable to such new functionality.

ATM - Automated Teller Machine.

AUD – Australian Dollar.

Authorised Account Information Services Provider – A third party payment service provider which is authorised by its Regulator to provide Account Information Services to you with your explicit consent and under a separate agreement which you have signed with them.

BGN – Bulgarian Lev.

CAD – Canadian Dollars.

Card – The TUI Multi-Currency Travel Money Card issued to you under this Agreement which supports eight different currencies.

Cardholder – You, the person entering into this Agreement with us.

Card Number – The 16 digit number on the front of your Card.

Currency - USD, EUR, AUD, NZD, TRY, CAD, ZAR, GBP, AED, BGN, HRK, THB, MXN and any other Currency we may add to the Card.

Currency Balance – The available balance for each Currency.

Customer Services – The contact centre for dealing with queries about your Card.

Contact details for Customer Services can be found in paragraph 23. Calls to Customer Services are charged at local rates.

DCC - Dynamic Currency Conversion. A fee charged by a Merchant or an ATM for transactions made in a Currency other than the Currency of the country. To avoid this fee, you should always select to pay in the Currency of the country you are visiting if given the option.

EEA – The European Economic Area which currently includes all countries in the European Union together with Iceland, Norway and Liechtenstein.

e-money – The electronic money associated with your Card.

Emergency Card – An extra Card that is issued to you with your original Card and should be used if your Card is lost or stolen which will provide access to your Currency Balance.

EUR – Euro.

Full Deductible Amount – The full transaction amount, including the transaction itself along with any associated fees, charges and taxes.

GBP – Pounds Sterling.

HRK- Croatian Kuna.

Mastercard - Mastercard International Incorporated whose head office is at 2000 Purchase Street, Purchase, New York, 10577 USA.

Mastercard Acceptance Mark - The Mastercard brand mark, indicating acceptance of the Card.

Merchant – A retailer, or any other person, firm or corporation that accepts Cards which display the Mastercard Acceptance Mark.

MXN – Mexican Peso.

My Account – The area on the Website that allows you to register for online access to your Account and view details of your balance, transaction history, allow you to top up your Card and make transfers between currencies. My Account provides upto-date information about your Account and you will need an internet connection in order to access it.

Non-Personalised Card – A Card which is not a Personalised Card and does not display the Cardholder’s name.

NZD – New Zealand Dollars.

Personalised Card – A Card that is personalised with the Cardholder’s name.

PIN – Your four digit personal identification number for use with the Card.

POS – Point of sale.

Rate – Foreign Exchange Rate.

Regulator – Means Financial Conduct Authority in the UK or another European financial services regulator.

Store – Any TUI or First Choice stores.

THB – Thai Baht.

TRY – Turkish Lira.

TUI - TUI UK Retail Limited, a company registered in England and Wales with number 1456086 whose registered office is at Wigmore House, Wigmore Lane, Luton, LU2 9TN.

USD – United States Dollar.

We, us or our – PrePay Technologies Limited, a company registered in England and Wales with number 04008083 who can be contacted at PO BOX 3883 Swindon SN3 9EA.

Website – www.tui.co.uk, www.firstchoice.co.uk or www.tuitravelmoney.co.uk

Working Day – Our working days are Monday to Friday but does not include bank or public holidays in England.

You, your – The Cardholder.

ZAR – South African Rand.

2. SCOPE OF THIS AGREEMENT

2.1 Your Card is an e-money prepaid card. This is not a credit, charge or debit card.

2.2 Your Card has been issued by us, pursuant to licence from Mastercard International Incorporated. The Card is an electronic money product and the electronic money associated with it is provided by us. We are regulated by the Financial Conduct Authority for the issuance of electronic money (FRN 900010).

Your rights and obligations relating to the use of this Card are subject to this Agreement between you and us; you have no rights against Mastercard or their respective affiliates. If you experience any difficulties in using the Card you should contact Customer Services.

2.3 The e-money associated with this Card can be denominated in any Currency. You acknowledge that we may add new Currencies or remove any existing Currencies at any time without prior notice to you. In the event that we add new Currencies, this Agreement will be applicable to such new Currency.

2.4 This Agreement is written and available only in English and we undertake to communicate with you in English regarding any aspect of your Card or Account.

2.5 You agree that we may communicate with you by e-mail, SMS, or via My Account for issuing any notices or information about your Account or Card and therefore it is important that you register for My Account and ensure you keep your e-mail address and mobile phone number updated.

2.6 If you wish to make use of an Authorised Account Information Services Provider to provide you with Account Information Services on your Account, you may do so provided that you have signed up to use My Account and your Account is active. We advise that before using an Authorised Account Information Service Provider, you ensure that the Authorised Account Information Service Provider is authorised by a Regulator to provide Account Information Services. In the UK, the Financial Conduct Authority’s register (available at https://register.fca.org.uk/) will tell you whether a company is authorised. You must provide your explicit consent or share your Account credentials with the Authorised Account Information Service Provider each time an access to your Account is required for them to provide you with Account Information Services. You should always consider the implications of sharing your Account credentials and your personal information. 

2.7 If an Authorised Account Information Services Provider requests access to your Account to provide you with Account Information Services using your Account credentials, we will assume that you have given consent to do so. Please note we are obliged to provide access to your Account if it is requested by an Authorised Account Information Service Provider and can only refuse access in certain circumstances.  

2.8 If we refuse to provide access to an Authorised Account Information Services Provider to your Account, we will inform you immediately after refusal to explain why, unless that would break the law or we have security reasons not to do so.

2.9 If you do not wish to use Account Information Services provided by an Authorised Account Information Service Provider on your Account, you simply refuse to provide your consent or refuse to share your Account credentials with an Authorised Account Information Service Provider.

3. BUYING, RECEIVING AND ACTIVATING YOUR CARD

3.1 You may only apply for a Card if you are resident in the United Kingdom. You must be 18 years old or over to apply for a Card.

3.2 We will issue your Card to you on the basis of the information that you have provided and you acknowledge you will need to provide sufficient detail for us to satisfactorily verify your identity and address. If we are unable to satisfactorily verify your identity and address from information provided by you at the time you apply for a Card we will either reject your application or request for satisfactory documentation as proof of identity and/or address depending on the method of your application.

3.3 On purchase of your Card, at least one Currency that is supported by the Card must be loaded which will activate that Currency (fees may apply see paragraph 14); the other Currencies will remain inactive.

3.4 When you receive your Card you must sign it immediately. Your NonPersonalised Card will be activated upon purchase in Store and your Personalised Card will need to be activated via Customer Services. You will need the activation code which can be found on the letter that came with your Card. Please note that before using your Emergency Card you will also need to activate it by calling Customer Services.

3.5 If you received a Non-Personalised Card you’ll be given your PIN when your Non-Personalised Card is issued, the PIN is located under the panel above your card on the letter. If you received a Personalised Card you will receive your PIN during the activation process. You should never reveal your PIN to anybody. We will not reveal your PIN to a third party. If you forget your PIN you can view it on online using the My Account service or your PIN can be reset by contacting Customer Services.

3.6 When you select or change your PIN, you must not select a PIN that may be easily guessed, such as a number that:

3.6.1 is easily associated with you, such as your telephone number or birth date;

3.6.2 is part of data imprinted on the Card;

3.6.3 consists of the same digits or a sequence of running digits; or

3.6.4 is identical to a previously selected PIN.

4. USING YOUR CARD

4.1 Your Card can be used at any Merchant (fees may apply, see paragraph 14). The Card is intended for use in countries in which the national Currencies are that of the e-money loaded on to your Card.

4.2 You can use the Card to make purchases in-store, online or over the phone. The Card can be used to obtain cash from ATM (fees may apply, see paragraph 14). Your Card cannot be used to obtain cash back from Merchants or banks, to settle outstanding balances on credit cards, bank overdraft or credit agreement and to pay for recurring transactions.

ATM withdrawal limits 

Minimum withdrawal amount per transaction - Full £10 or Currency equivalent - Fees may apply, see paragraph 14.  Some ATMs may have lower limits.

Daily withdrawal limit - £500 or Currency equivalent - Fees may apply, see paragraph 14. Some ATMs may have lower limits.

Yearly withdrawal limit - £10,000 or Currency equivalent - Fees may apply, see paragraph 14. Some ATMs may have lower limits.

POS limits 

Minimum POS redemption per transaction - N/A- Fees may apply, see paragraph 14. Some Merchants may have lower limits.

Maximum POS redemption per transaction £2,000 or Currency equivalent - Fees may apply, see paragraph 14. Some Merchants may have lower limits.

Maximum POS redemption per year £30,000 or Currency equivalent - Fees may apply, see paragraph 14. Some Merchants may have lower limits.

4.3 You can authorise transactions on your Card at any Merchant by entering your PIN or other security code, if the Merchant does not accept chip and PIN authorisation, the Merchant may allow you to authorise the transaction by signature of the receipt. A transaction can also be authorised by tapping your Card against a Contactless enabled reader. Please be aware that you may not usually stop a transaction once it has been authorised as at that point it is deemed to be received by us. We may refuse to execute a transaction if the transaction is unlawful or fraudulent and/or you do not have sufficient Available Balance. If we refuse to execute a transaction, you can check the Account to ensure there was enough Available Balance to cover the transaction, or can ask us why we have not executed a transaction by contacting Customer Services. Unless the law prevents us, we will explain why and we will also tell you what you can do to correct any errors in the transaction. You will be responsible for all transactions where you authorise such transaction, regardless of the manner of such authorisation.

4.4 Each transaction amount will be deducted from the Currency of spend if Currency is supported by the Card. In the event that the Currency of spend is not active at the time you make a transaction, the Currency will automatically be activated.

4.5 If you make a transaction in a currency that is not supported by your Card, then the equivalent amount will be authorised from the Currency(s) with the highest funds available using Mastercard rate (fees may apply, see paragraph 14).

4.6 In the event that you do not have sufficient Currency Balance to cover your transaction, then funds from one or more Currency(s) will be transferred starting with the Currency with the most funds until the transaction amount can be authorised.

Please note that Mastercard rate and a fee for each transfer will apply, see paragraph 14.

4.7 If any Currencies are in negative balance at the time of any credits such as loads, refunds, reversals (transactions being reversed/cancelled) being received onto your Card, funds will automatically be transferred into those Currency(s) to clear down the negative balance(s) converted using Mastercard rate.

4.8 Your Card is a prepaid card, which means that the Card’s Currency Balance will be reduced by the full amount of each transaction and authorisation, plus any applicable taxes and charges, including any additional ATM charge if any. You must not use your Card if the Full Deductible Amount exceeds the Currency Balance. If, for any reason, a transaction is processed for an amount greater than the Currency Balance on your Card, you must repay us the amount by which the Full Deductible Amount exceeds your Currency Balance within 14 days of receiving an invoice from us. Should you not repay this amount within 14 days of receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.

4.9 Due to security safeguards, Merchants that accept your Card are required to seek authorisation from us for all of the transactions that you make. There are some circumstances where Merchants may require you to have a Currency Balance greater than the value of the transaction you wish to make. You will only be charged for the actual and final value of the transaction you make. Merchants request this as they may need to access more funds than you initially planned to spend. For example:

4.9.1 Hotels, restaurants and car rental - as Merchants may not be able to accurately predict how much your final bill will be, they may request an authorisation for funds greater than your Aggregated Balance. This is called pre-authorisation. We suggest that you consider using an alternative card for pre-authorisations and that you useyour Card when checking out. You will not be charged twice by the hotel.

4.9.2 Internet Merchants – certain internet Merchant sites will, on registration or at checkout stage, send a request for payment authorisation to verify if funds are available. This will temporarily impact your Currency Balance. Also, please bear in mind that many sites won’t deduct payment until goods are dispatched so please be aware of this when checking your Currency Balance to ensure you always have sufficient funds available to cover your purchases.

4.9.3 Your Card cannot be used in situations where it is not possible to obtain online authorisation that you have sufficient balance for the transaction. For example: transactions on trains, cruise ships, ferries and some inflight purchases.

4.10 Your Card cannot be used at self-service petrol pumps. You can use your Card to pay by taking it to the cashier.

4.11 Your transaction will decline if your Card has insufficient funds across all Currencies.

4.12 If a Merchant agrees to give a refund for a purchase made using your Card, we will apply the refund when we receive the funds from the Merchant. The refund amount will be credited to the Currency from which the original transaction was authorised if one of the supported Currencies. In the event that the Currency is not supported by the Card then the amount will be credited to the Currency with most funds available using Mastercard rate.

4.13 Your Card should not be used as a form of identification. We will decline any authorisation requests from Merchants using your Card for identification purposes.

4.14 The Currency Balance on your Account will not earn any interest.

4.15 We may ask you to surrender the Card at any time for a valid reason in accordance with the provisions in paragraph 18 of this Agreement. If we do so, we will give you back your e-money in accordance with paragraph 10 of this Agreement.

5. TRANSFERRING FUNDS BETWEEN CURRENCIES

5.1 You can transfer funds from one Currency to another and the funds are transferred immediately. The Rate applicable to transfers from one Currency to another is determined by TUI and varies each day. Any inactive Currencies will be activated upon receiving funds via a transfer.

6. LOADING YOUR CARD

6.1 Your Card has a maximum balance limit of £6,000 or Currency equivalent.

6.2 Initially, all Currencies are inactive. Currencies are activated when funds are loaded into that Currency. You may load funds into any of the supported Currencies.

6.3 The minimum initial load is GBP 25, USD 50, AUD 50, EUR 25, NZD 50, TRY 100, CAD 50, ZAR 500, AED 105, BGN 55, HRK 200, THB 1000, MXN 550 and maximum is £6,000 or Currency equivalent. After the initial load you can load your Card up to maximum balance limit.

6.4 Unless stated otherwise load payments are in GBP (fees apply, see paragraph 14). You can load your Card in the following ways:

6.4.1 Via My Account and/or APP and/or on TUI website

www.money4travel.com/tuiuk/shop using a debit or a credit card. The load will be credited to your Currency Balance subject to TUI rate when we receive your money which is usually two Working Days after you make the load payment. You must have registered your debit or credit card with your bank for 'Mastercard Secure Code' or 'Verified by Visa' to use this service. If you change details of your debit or credit card we may ask for additional time to approve your load. The address of the debit or credit cardholder must match the address given by you for your Account.

Fees apply to loads made using a credit card, see paragraph 14.

6.4.2 within a Store, you may make a payment using sterling cash, debit or credit card subject to Store exchange rates.

6.5 Additional methods of load may be added at any time without prior notice to you, the Agreement shall apply to such additional methods.

6.6 We reserve the right to suspend or terminate the right to top-up your Card at any time without notice

7. CHECKING BALANCE  

7.1 You can check your balance in the following way:

                                    My Account Customer Services Visiting  a Store   App         ATM*

Aggregated Balance                   Yes                        Yes      Yes                       Yes                Yes

Individual Currency Balance       Yes                 No                       No                    Yes               No

Transaction history                  Yes                         Yes       Yes            Yes           No

* Please note the balance displayed will be the Aggregate Balance in GBP even if the ATM uses a different currency symbol. Some ATMs may not accept your Card which is not in our control. Some ATM operators may charge a fee.

7.2 We may add additional methods of checking balance at any time without prior notice to you, the Agreement shall apply to such additional methods.

7.3 We will make your monthly Account statements available on My Account free of charge and every month we will either email you or send an SMS to notify you that your My Account has been updated.

8. INACTIVITY FEE

8.1 If there has been no activity across all of the Currencies for 24 consecutive months a fee in GBP or Currency equivalent may apply (see paragraph 14) per calendar month and will be deducted from Currency with the most funds. The Rate used is determined by Mastercard. If the Currency does not contain sufficient funds to cover inactivity fee, then funds from one or more Currency(s) will be transferred starting with the Currency with the most funds until the fee amount can be authorised. Please note there will be no additional fee for transferring Currencies in the event of shortfalls. The inactivity fee will be deducted until there is zero balance across all of the Currencies or up to a maximum of six years. If you start using your Card again, the inactivity fee will stop and will not start again until there has been no activity across all of the Currencies for another 24 consecutive months. 

9. CARD EXPIRY

9.1 The expiry date of your Personalised Card is printed on the front of the Card and Non-Personalised Cards carry a valid thru date. The valid to date printed on the front of your Card is for security purposes only and does not affect your right to spend the Currency Balance on your Card. The exact expiry date can be obtained by calling Customer Services. You will not be able to use your Card beyond your valid to date, your Card will be deemed as expired. In the unlikely event that your Card carries a valid to date which expires earlier than 12 months from the date of purchase of your Card, please contact Customer Services.

9.2 You will not be able to use your Card if it has expired. If you would like to apply for a replacement Card please contact Customer Services (fees may apply, see paragraph 14). Alternatively you can request a refund of the Currency Balance, made according to the provisions of paragraph 10.

9.3 No transactions will be processed once your Card has expired.

9.4 If your Card has been used in the last six months prior to the expiry date and you have registered a valid email address via My Account then we’ll send you an email asking whether you would like to renew your Card or instead reclaim the outstanding Currency Balance (if any). Please note that reclaiming Currency Balance will be subject to paragraph 10 and a redemption fee may apply.

9.4.1 If you opt to have your Card renewed, you’ll be issued a new Card and any outstanding Currency Balance from each Currency will be transferred to your new Card (fee apply, see paragraph 14).

9.4.2 If you tell us you do not want your Card renewed we will close your Account on the expiry date. If there is an outstanding Currency Balance on the Card at expiry, this will be sent to your registered address by cheque within 30 days of the closure of your Account. Please note, if you have Currency Balance across Currencies, funds will be transferred from each Currency using Mastercard rate into GBP before issuing a cheque to you (fee apply to each transfer, see paragraph 14). If at this stage your GBP Currency is inactive then it will be activated.

9.4.3 If the Card has not been used in the last six months prior to the expiry date, or if you do not reply to the email, or if you have not registered a valid email address with My Account, then we’ll close your Account on the expiry date. Any outstanding Currency Balance on the Card at expiry will remain yours for a period of six years from the expiry date, you can request a refund anytime by contacting Customer Services or by visiting a Store (fees apply, see paragraph 14). Any funds remaining across all of the Currencies on the Card for in excess of six years from the expiry date will not be returned to you.

10. REDEEMING E-MONEY

10.1 If you would like to terminate your Card and redeem any unused Currency Balance, you can do so by calling Customer Services or visiting a Store. You will be charged a redemption fee (see paragraph 14), or the total Currency Balance if equal to or lower than the redemption fee to cover redemption costs if you redeem all of your balance at the following times:

10.1.1 before the expiry date of your Card or replacement Card;

10.1.2 before you or we terminate this Agreement prior to the Card expiry date;

10.1.3 more than 12 months after:

 (i) your Card or replacement Card expires; or

 (ii) this Agreement is terminated (as applicable).

You will be reminded of this fee before redemption.

10.2 Please note you will only be charged a redemption fee if redeeming funds via Customer Services. No redemption fee will be applied in Store however the daily exchange rate will apply.

10.3 You may redeem funds as long as:

10.3.1 we believe you have not acted fraudulently; and

10.3.2 we are not prohibited from doing so by any applicable law, regulation, court order or instruction or guidance of a competent regulatory authority or agency.

10.4 You acknowledge that all redemptions will be made to you in GBP, either at the Rate advertised in Store where the redemption is carried out or at the Rate advised by Customer Services prior to the redemption. Redemptions made via Customer Services will be paid to you by cheque and in cash in Store. If you have Currency Balance, the funds will be transferred from each Currency into GBP before issuing cash or a cheque to you (fees apply to each transfer, see paragraph 14). If at this stage your GBP Currency is inactive then it will be activated. If you choose to redeem unused Currency Balance via Customer Services then you must redeem all of those funds. If you only wish to redeem part of the funds, you may do so in Store.

10.5 If we find any additional withdrawals, fees or charges have been incurred on your Card following the processing of your redemption funds, we will send an invoice to you and we will require you to refund us within 14 days of the invoice. Should you not repay this amount within 14 days of receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.

11. CARDHOLDER LIABILITY AND AUTHORISATIONS

11.1 We may restrict or refuse to authorise any use of your Card including transactions in any legal jurisdiction if using the Card is causing or could cause a breach of this Agreement or if we have reasonable grounds for suspecting that either you or a third party has committed or is about to commit a crime or other abuse in connection with the Card.

11.2 Where appropriate, any refusal to authorise a transaction will be relayed to you via the Merchant concerned.

11.3 You must sign your Card as soon as you receive it and keep it safe. You must also keep safe any security information or credentials related to your Card or Account.

11.4 You will be liable for all unauthorised transactions that arise from the use of a lost or stolen Card or the misappropriation of the Card if you fail to:

11.4.1 keep the Card and/or security features of the Card safe, or

11.4.2 notify us that your Card is lost or stolen.

11.5 You should never:

11.5.1 allow a third party other than an Authorised Account Information Service Provider to use or access your Account; or

11.5.2 allow another person to use your Card; or

11.5.3 write down your password(s), PIN or any security information related to your Account and Card, unless you do this in a way that would make it impossible for anyone else to recognise any of that information, or

11.5.4 disclose your PIN or any security information related to your Account and/or Card, or otherwise make them available to any other person, whether verbally or by entering them in a way that allows it to be observed by others or otherwise; or

11.5.5 disclose or make available your Account credentials to a third party unless the third party is an Authorised Account Information Service Provider and you want to use Account Information Services provided by them; or

11.5.6 enter your PIN in any ATM that does not look genuine, has been modified, has a suspicious device attached or is operating in a suspicious manner.

11.6 You will be responsible for all transactions which you authorise, whatever the manner of such authorisation.

11.7 It is your responsibility to keep us updated of changes to your personal details, including e-mail address and mobile number. Failure to do so may result in us being unable to contact you regarding your Account, including the provision of refunds to which you might be entitled or to let you know about changes to this Agreement.

11.8 You agree to indemnify and hold harmless, us and our distributors, partners, agents, sponsors (including without limitation Mastercard), and service providers and their group companies from and against the costs of any legal action taken to enforce this Agreement and/or any breach of this Agreement or fraudulent use of your Card, My Account or PIN by or authorised by you.

12. LOST, STOLEN OR DAMAGED CARDS

12.1 You should treat the e-money on your Card like cash in a wallet. If you lose your Card or it is stolen you may lose any e-money on it in just the same way as if you lost your wallet unless you contact Customer Services.

12.2 In the event of loss, theft, fraud or any other risk of an unauthorised use of your Card, or if your Card is damaged or malfunctions, you must contact Customer Services immediately so that we can stop your Card and activate your Emergency Card.

12.3 In the event that you notify us in accordance with this Agreement that your Card has been lost or stolen you will be liable for a maximum of £35 of any loss that takes place prior to you contacting Customer Services.

12.4 Provided that you have given notification in accordance with paragraph 12.2 and that paragraph 12.7 does not apply, then you will not be liable for losses that take place following the date on which you gave such notification.

12.5 If your Emergency Card is also lost or stolen and there is a Currency Balance remaining on your Card, we may replace your Card and transfer the last Currency Balance across all Currencies onto a replacement Card (fees apply, see paragraph 14). Alternatively, your Currency Balance can be redeemed by you (see paragraph 10 for details). If we replace the Card, the Card will be delivered to your home address (fees apply, see paragraph 14).

12.6 If you are travelling outside of the United Kingdom in the event of loss, theft, fraud or other risk of unauthorised use of your Card and Emergency Card, please contact Customer Services who will advise of your options with respect to the Card and Currency Balance.

12.7 In the event that we have reason to believe you have acted fraudulently or you have acted with negligence or intentionally in failing to notify us of the lost or stolen Card or you have failed to keep your Card or security information related to your Account safe or you have breached this Agreement then you shall be liable for all losses.

13. TRANSACTIONS MADE IN FOREIGN CURRENCIES

13.1 There are instances where a Rate will apply:

13.1.1 initial load or reload, where you load funds in any other Currency other than GBP;

13.1.2 POS transactions, where the transaction is in a Currency that is not supported by Card (including any transaction where we transfer and/or authorise funds from other Currency(s) due to insufficient funds);

13.1.3 ATM withdrawals where the local currency is not one of the Currencies supported by the Card (including any transaction where we transfer or authorise from other Currency(s) due to insufficient funds);

13.1.4 where you transfer funds from one Currency to another;

13.1.5 where we or you end the Agreement or you request a redemption of the unspent Currency Balance under paragraph 10;

13.1.6 where funds are transferred automatically to clear down negative balances;

13.1.7 where an unsupported currency is credited to your Account;

13.1.8 in the event of providing an Aggregated Balance; and

13.1.9 in the event of insufficient funds available to cover fees.

13.2 In the following instances DCC fee may apply as well as a Rate:

13.2.1 where ATM cash withdrawals are not made in the currency of the country you are visiting;

13.2.2 where POS transactions are not made in the currency of the country you are visiting.

14. FEES

14.1 Your Card is subject to the fees set out below. The core fees detailed below relate to the core bundle of services that we provide to you and that comprise the Programme:

14.1.1 SMS Payment Fee (application fee) - FREE.

14.1.2 Monthly Fee - FREE.

14.1.3 Redemption Fee (POS & Internet) - FREE. DCC fee may apply.

14.1.4 Cash withdrawal (ATM). Local cash machine operators may charge an additional fee and/or DCC fee.

- USD $3

- GBP £2

- AUD $3

- EUR €2

- NZD $4

- TRY 6

- CAD $3

- ZARR 35

- AED إ.د8

- BGN лв4

- HRK kn16

- THB ฿80

- MXN $50

14.1.5 Additional foreign transaction fee for unsupported currency - 3%

14.1.6 Load & reload fee - 2% for GBP, all other currencies are FREE. Exchange rates of the day apply.

14.1.7 Top Up by Debit card - FREE. Exchange rates of the day apply. For GBP, 2% load commission applies.

14.1.8 Top Up by Credit card via My Account - FREE. Exchange rates of the day apply. For GBP, 2% load commission also applies.

14.1.9 Cashout in TUI Store - FREE. BuyBack rates of the day apply.

14.1.10 Internet Gambling Fee - FREE.

14.1.11 Internet and IVR enquiry - FREE.

14.1.12 Text (mobile phone) - FREE.

14.1.13 Replacement card - FREE.

14.1.14 Cancel card /Redemption Fee (max €10) via Customer Services - £10.

14.1.15 Inactivity fee £2 or equivalent.

14.1.16 Transfer fee between Currencies (excl transfers to cover shortfalls and unsupported currencies) - FREE - Exchange rates apply.

14.1.17 PIN Reminder - FREE.

14.1.18 Paper statment - FREE.

14.1.19 PIN change at ATM - FREE.

14.2 We will deduct any taxes or charges due from the Currency Balance in the Currency as shown in the fees table. If there is no Currency Balance in the Currency as shown in the fees table then the charges or taxes will be deducted from the Currency with the highest funds available (fees apply, see paragraph 14). If you have zero balance across all Currencies or taxes or charges exceed the balance of funds available across Currencies, we shall send an invoice to you and will require you to refund us within 14 days of the invoice. Should you not repay this amount within 14 days of receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.

15. UNAUTHORISED AND INCORRECT TRANSACTIONS

15.1 If you have a reason to believe that a transaction for which your Card was used is unauthorised or has been posted to your Account in error, you must immediately contact Customer Services, but in any event within 13 months of the date of the relevant transaction. We strongly recommend that you check My Account on a regular basis as it is updated instantly to identify any unauthorised transactions.Please be aware that any delay in notifying us makes it more difficult for us to obtain evidence as to whether the transaction was authorised. If you dispute the transaction, the Merchant must be able to prove that the transaction actually took place.

15.2 We will by, the end of the next Working Day, refund the unauthorised amount including any fees, and restore your Account to the position it would have been in if the unauthorised transaction had not taken place.

15.3 We are not obliged to refund the unauthorised sums to you if we have reason to believe you have acted fraudulently. We may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the sums to you straight away.

15.4 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Account.

15.5 You will be liable for all unauthorised transactions made from your Account if you have acted fraudulently or deliberately or with gross negligence failed to keep your Card or Card security information safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that your Card or security information related to your Card has been lost or stolen.

15.6 You will not be liable for unauthorised transactions from your Account after you have told us that your Card has been lost, stolen or compromised.

15.7 Where you have agreed that another person in the EEA can take a payment from your Account (e.g. if you have given your Card details to a Merchant for the purpose of making a payment for renting a car or booking a hotel room) you can ask us to refund a payment, which we will refund to you within 10 Working Days of our receipt of your request, if all the following conditions are satisfied:

15.7.1 the authorisation you gave did not specify the exact amount to be paid;

15.7.2 the amount that has been charged to your Account was more than you could reasonably have expected to pay based on the circumstances including previous spending patterns; and

15.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account. 

15.8 We may ask you to provide information as is reasonably necessary to verify that conditions in 15.7.1 – 15.7.3 are satisfied.

15.9 If you ask us to make a refund under paragraph 15.7 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 15.8, within 10 Working Days of the date we receive that information) we will either:

15.9.1 refund the payment in full; or

15.9.2 tell you the reasons why we do not agree to the refund.

15.10 You will not be entitled to a refund under paragraph 15.7 if:

15.10.1 you have given us your consent for the payment to be made; and 

15.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or

15.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate. 

15.11 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put a hold on the money so you can’t spend it.

15.11.1 We don’t have to tell you before we take the money back or put a hold on the money.

15.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.

16. VARIATION

16.1 We may change this Agreement, including charges, fees and limits by providing you with at least two months prior notice by email (provided you have registered for My Account and maintained your email address details) and will ensure the most recent version is always available on the Website.

16.2 You may terminate your Card any time within the two month’ notice period if you do not agree with the changes to the Agreement, and subject to paragraph 10, you can redeem any unused Currency Balance across Currencies at that time without a charge. However, in the event you do not cancel during this period then you will be deemed to have accepted the changes and they will apply to you.

16.3 There are some situations where we can make changes to this Agreement and we don’t have to tell you in advance. These are changes you probably expect because of the nature of the product or service, or that you won’t mind about because they are favourable to you. We do not have to tell you personally in advance when any of the following happen:

16.3.1 If the change is in your favour, if we reduce your charges, if we make this Agreement fairer to you, or if we introduce a new service or feature from which you can benefit.

16.3.2  We make a change because a change in law or regulation says that we have to by a particular date, and there isn’t time to give you notice.

17. CANCELLATION

17.1 You may cancel your Card up to 14 calendar days after the date of activation (“the cancellation period”), by contacting Customer Services or visiting the Store the original purchase was made. This does not apply to replacement Cards where the cancellation period for the original Card has expired. Upon cancellation, we will refund to you within 30 days, the Card application fee and any Currency Balance on your Card in pounds sterling. Please note if you have undertaken any transactions during the cancellation period then this will be deducted from your Currency Balance, including fees and charges. If you request a refund via Customer Services, the funds from each Currencies will be transferred in GBP using a Mastercard rate (fees may apply to each transfer, see paragraph 14). The Store may apply a Rate available in Store at the time of processing a refund.

17.2 You may terminate your Card any time after the cancellation period by exercising your rights under paragraph 10. You will not be charged for cancelling your Card but a redemption fee will apply (see paragraph 14).

18. TERMINATION OR SUSPENSION

18.1 We can terminate this Agreement at any time:

18.1.1 if we give you two months prior notice (provided that you have registered on My Account and maintained your email address) and refund the Currency Balance to you without a charge, or

18.1.2 with immediate effect if you have breached this Agreement, or if we have reason to believe that you have used, or intend to use the Card in a negligent manner or for fraudulent or other unlawful purposes or if we can no longer processyour transactions due to the actions of third parties.

18.2 We can suspend, block or cancel your Card and/or your Account at any time with immediate effect (and until your default has been remedied or the Agreement terminated) if:

18.2.1 we discover any of the information that you provided to us when you applied for your Card was incorrect; or

18.2.2 a transaction has been declined because of a lack of Currency Balance across Currencies; or

18.2.3 you have breached this Agreement or we have reason to believe that you have used, or intend to use the Card or Your Account or My Account in a negligent manner or for fraudulent or other unlawful purposes or if we cannot process your transactions due to the actions of third parties.

18.2.4 we suspect or to prevent suspected unauthorised or fraudulent use of your Card, Account or any security credentials related to your Card or Account; or

18.2.5 you have reached your Card limit; or

18.2.6 we believe that this is necessary for security reasons; or

18.2.7 any legal obligations require us to do so.

18.3 In the event that we do suspend, block or cancel your Card and/or Account then if we are able to do so, we will tell you in advance otherwise we will let you know immediately afterwards. We may advise anyone involved in the transaction if a suspension has taken place.

18.4 You can terminate this Agreement at any time by contacting Customer Services.

18.5 In the event that any additional fees are found to have been incurred on your Card following termination by either you or us, then subject to this Agreement, you shall refund to us any sum which relates to a withdrawal on the Card or fees and/or charges validly applied whether before or after termination. We will send an invoice to you and will require you to refund us within 14 days. Should you not repay this amount within 14 days of receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.

18.6 If we discover that the information we hold about you is incorrect, we may have to suspend or cancel your Card until we can establish the correct information, in order to protect us both. 

19. OUR LIABILITY

19.1 Our liability 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:

19.1.1 we shall not be liable for any default resulting directly or indirectly from any cause beyond our control, including but not limited to, a lack of funds and/ or failure of network services at ATM, maximum withdrawal limits set by ATM operators and failure of data processing systems,

19.1.2 we shall not be liable for any loss of profits, loss of business, or any indirect, consequential, special or punitive losses,

19.1.3 where the Card is faulty due to our default, our liability shall be limited to replacement of the Card, or at our choice, redemption of the Currency Balance,

19.1.4 where sums are incorrectly deducted from your Currency Balance due to our default, our liability shall be limited to payment to you of an equivalent amount,

19.1.5 in the unlikely event that sums are deducted from your Currency Balance but you did not authorise such deduction in accordance with this Agreement then our liability shall be as set out in paragraph 15, and

19.1.6 in all other circumstances of our default, our liability will be limited to redemption of the Currency Balance.

19.2 Nothing in this Agreement shall exclude or limit our liability for death or personal injury resulting from our negligence or fraud.

19.3 To the extent permitted by law, all conditions or warranties implied by law, statute or otherwise are expressly excluded.

19.4 The above exclusions and limitations set out in this paragraph 19 shall apply to any liability of our affiliates such as Mastercard, 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.

19.5 In the event of suspected or actual fraud or security threat to your Card or Account, we will use SMS, telephone, post, email or another secure procedure to contact you. We may ask you to verify your identity for security purposes.

20. YOUR INFORMATION

20.1 Some personal data will be necessary for us to provide you with your Card and services under this Agreement, we are the data controller and only use your personal data for this purpose. Please see the Privacy Policy published at www.tide.co/privacy for full details on the personal data that we hold, how we will use it and how we will keep it safe.

20.2 If you allow or give consent to an Authorised Account Information Service Provider to access your Account to provide you with Account Information Services, you should know that we have no control over how an Authorised Account Information Service Provider will use your information, nor will we be liable for any loss of information after an Authorised Account Information Service Provider has access to your information.  

21. COMPLAINTS PROCEDURE