IMPORTANT – PLEASE READ CAREFULLY
Terms and Conditions for the Payoneer Payroll Prepaid MasterCard® card. This document constitutes the agreement (“Agreement”) outlining the terms and conditions under which the Payoneer Prepaid MasterCard Card has been issued to you. By accepting and using this card, you agree to be bound by the terms and conditions contained in this Agreement. In this Agreement, "Card" means the Payoneer Prepaid MasterCard card issued to you by Wirecard Card Solutions Limited who are regulated by the FCA (Financial Conduct Authority) reference (900051). "You" and "your" means the person or persons who have received the Card and are authorised to use the Card as provided for in this Agreement. "We," "us," and "our" mean Wirecard Card Solutions Limited, our successors, affiliates or assignees. The Card will remain the property of Wirecard Card Solutions Limited and must be surrendered upon demand. The Card is nontransferable, and it may be cancelled, repossessed, or revoked at any time without prior notice subject to applicable law. Please read this Agreement carefully and keep it for future reference.
Definitions
The Card is a prepaid card that allows you to access funds on the Card. The Card does not constitute a checking, savings or other bank account and is not connected in any way to any other account you may have. The Card is not a credit card. You will not receive any interest on the funds on the Card.
Personal Identification Number (“PIN”):
You will be choosing your own Personal Identification Number (“PIN”) through our on line ‘My Account’. You will then be able to use your card and PIN (i) to obtain Cash from any Automated Teller Machine (“ATM”) or (ii) at any Point-of-Sale (POS) device which requires entry of a PIN, that bears the MasterCard Brand Mark. All ATM transactions are treated as Cash withdrawal transactions. We recommend that you do not keep your PIN with your Card. If you believe that anyone has gained unauthorised access to your PIN, you should advise us without undue delay, following the procedures in the paragraph labelled “Your Liability for Unauthorised Transactions.” If you lose your PIN you may contact Payoneer Customer Support to have the PIN reset.
Information Needed to Obtain Your Card
When you apply for a Card we will ask for: (1) your name; (2) address; (3) date of birth; and (4) other information that will allow us to identify you. To continue ongoing compliance and validation, we may also ask to see your driver's licence, government-issued photo ID or other identifying documents either before or after the Card has been issued
Keeping Your Card Secure
You should treat your Payoneer Prepaid MasterCard Card like cash in a wallet. If it is lost or stolen, you may lose some or all of your money on your Card, in the same way as if you lost cash. Keep your Prepaid Card safe and do not let anyone else use it.
Using Your Card and Keeping Track of your Card Balance
When funds have been added to your Card, you may use your Card to obtain goods or services, or to obtain cash or to initiate transactions from your Card, wherever MasterCard cards are accepted, as long as you do not exceed the value available on your Card. Unless the context indicates otherwise, we use the word “transaction” to refer to any use of your Card mentioned herein. Your Card may be used to obtain cash from an ATM. You can use your Card at an ATM to make a balance enquiry. You may use your Card to make purchases at POS terminals.
Log into your account at www.payoneer.com to view the Fee Schedule, which lists the fees associated with using your card. We reserve the right to modify the Fee Schedule from time to time. We will notify you of any change at least 60 days in advance. You agree that we may deduct from your card, all fees listed in the Fee Schedule. We reserve the right to collect fees at a later date, without notice, for fees not deducted because of insufficient funds. Other fees may be imposed by owners or operators of ATMs and of Point-of-Sale equipment.
You are responsible for all transactions initiated by use of your Card. If you use your Card number without presenting your Card (including online or telephone purchase), the legal effect will be the same as if you used the Card itself. Your Card cannot be redeemed for cash. You should keep track of the amount of value loaded on Cards issued to you. You may view the available balance on your Card by logging into your account at www.payoneer.com or by contacting Payoneer Customer Service through the form on our Contact Us page at www.payoneer.com or by calling 1-800-251-2521 Ext. 3 (within the US) or 1-847-461-1386, Ext.3 (International). You may perform a balance enquiry at an ATM to check your balance. However, you may be charged a fee for this service by the ATM operator. Technical difficulties may delay posting of transactions to your Card. Each time you use your Card, you authorise us to reduce the value available on your Card by the amount of the transaction posted to the network and any applicable fees. You are not allowed to exceed the available amount on your Card through an individual transaction or a series of transactions. Nevertheless, if a transaction exceeds the balance of funds available on your Card (creating a “shortage”) you shall remain fully liable to us for the amount of the transaction and you agree to pay us promptly for the shortage. We also reserve the right to cancel the Card should you create a shortage with your Card. You do not have the right to stop payment on any purchase transaction originated by use of your Card. If you authorise a transaction and then fail to make a purchase as planned, the authorization may result in a hold for that amount of funds for up to ten (10) days
Transactions
You agree that any use of your card, card number or PIN constitutes your authorisation and consent to a transaction.
The time of receipt of a transaction order is when it is received on our systems. You cannot stop a transaction after it has been transmitted with your consent, or once you have given your consent to the merchant for a pre-authorised payment.
We may refuse a transaction or suspend or terminate the right to top up your card. We may do this if the relevant phone or computer link is busy. We may also do this if:
A transaction might take you over your available funds on the card; or
A transaction might take you over any of your card limits (e.g. ATM withdrawal limit, see next section); or
We have reason to believe the requested transaction is unauthorised;
A merchant refuses to accept your Card
Access to your Card has been blocked after you reported your Card lost or stolen
There is a hold or your funds are subject to legal process or other encumbrance restricting their use;
An ATM where you are making a cash withdrawal does not have enough cash;
Circumstances beyond our control (such as fire, flood or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken;
We reasonably believe that we need to do so to keep to the rules of the payment system under which your card is issued, or
We reasonably believe that we need to do so to comply with any law or as a matter of good practice
Limits on Transactions
For security reasons, you may only make up to ten (10) withdrawals per any 24 hour period at ATMs and the total number of transactions you can make using POS terminals is nine (9) transactions per any 24 hour period. You may not make more than USD 5,000 / EUR 5,000 / GBP 5,000 in transactions of any type from your Card per any 24 hour period (the relevant limit applies according to the card currency). Any transaction made on a non-business day is considered made on the next business day. You may not use your Card for any illegal transactions or at gambling sites or for any gambling activity.
Returns and Refunds
If you are entitled to a refund for any reason for goods or services obtained with your Card, you agree to accept credits to your Card for such refunds. The amounts credited to your Card for refunds may not be available for up to five (5) business days from the date the refund transaction occurs.
Foreign Transactions.
If you make a transaction in a currency other than the card currency, this will be considered a foreign transaction. Transactions in a currency other than the card currency will be converted to the card currency. The currency conversion rate used is based on either a wholesale market rate or the government-mandated rate in effect one day prior to the processing date for the transaction and may include all charges assessed by MasterCard. The currency conversion rate used by MasterCard on the processing date is based on current foreign exchange and cross border rates and may differ from the rate in effect on the transaction date or on the date that the transaction posts to your Card. For foreign transactions, Payoneer charges a fee above all amounts charged by MasterCard, including fees to the card issuer. For more information on fees please check the Fee Schedule available from your account at www.payoneer.com.
To view conversion rates published by MasterCard go to www.mastercard.com/global/currencyconversion/.
Receipts
You should get a receipt at the time you make a transaction using your Card. You agree to retain your receipt to verify your transactions
Periodic Statements
Statements in electronic format will be made available free of charge by accessing your account at www.payoneer.com. You may choose to have a paper statement mailed to you. You may obtain information about the amount of money you have remaining on your Card by calling 1-800-251-2521 Ext. 3. This information, along with a history of transactions, is also available on-line by accessing your account at www.payoneer.com.
Confidentiality
We may disclose information to third parties about your Card or the transactions you make:
Where it is necessary for completing transactions;
In order to verify the existence and condition of your Card for a third party, such as a merchant;
In order to comply with any government agency, court order, or other legal reporting requirements;
If you give us your written permission, or;
To our employees, auditors, affiliates, service providers, or attorneys as needed
Your Liability for Unauthorised Transactions
You must keep Your account or card details and any security features safe at all times and notify us, without undue delay through our Contact Us page at www.payoneer.com or by calling 1-800-251-2521, on becoming aware of loss, theft or misappropriation of the same or of any transaction that is not authorised. Subject to compliance with these obligations, You will only be liable up to a maximum of £50 (or Euro/ dollar equivalent) per each loss, theft of misappropriation (for transactions that take place prior to Your notifying us of the same) arising from any payment transactions that are not authorised. A transaction shall be considered as not authorised if You have not given Your consent for the transaction to be made.
If You believe that a transaction is not authorised and has been made without Your consent or has been incorrectly executed You should contact us without undue delay as specified on our website or other internet application.
You shall remain liable for all losses relating to transactions that were not authorised arising from fraudulent behaviour by You or Your gross negligence in failing to meet Your obligations specified in this agreement
Once You have notified us of loss or theft of Your account details or security features, You will not be held liable for any further losses for regulated transactions that are not authorised (unless We reasonably determine that You have acted fraudulently).
In order to make a claim for a refund for any transaction that is not authorised or is incorrectly executed You must make the claim without undue delay from the moment You become aware of the same. In any event, a claim may not be made later than a maximum of 13 months from the date of the transaction (irrespective of the circumstances). Refunds to cardholders must be made immediately unless the prima facie evidence has been provided that cardholder fraud has been committed. This will include any fees for conducting the transactions. 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 or contact the complaints authority as described in the Complaints section
Loading Value Onto Your Card
Deposits and Debits by Paying Entity
You authorise the entity loading funds onto your Card (the "Paying Entity") and us to recover any funds erroneously added to your Card. You also authorise the Paying Entity, subject to the terms agreed between you and the Paying Entity, to debit your Card. If an authorised addition to your Card has an error or if you require additional information regarding funds added, loaded or debited by the Paying Entity, you must contact the Paying Entity without undue delay.
Deposits by Other Entities
Subject to applicable security measures which may change from time to time, some Paying Entities may allow you to add additional funds onto your Card, but in any case you may not do so more than two (2) times a day. We may limit the amount of funds loaded, or require additional documentation before approving loads. For loads that exceed USD 500 / EUR 500 / GBP 500 electronic and/or paper evidence of personal and address verification will be required. Cardholders may load such funds by making a payment using any of the methods we offer to load funds at www.payoneer.com (do not mail cash).
Additional Information
The maximum aggregate amount allowed on your Card at any time is USD 10,000 / EUR 10,000 / GBP 10,000 for payout cards, or USD 5,000 / EUR 5,000 / GBP 5,000 for other cards (the relevant limit applies according to the card currency). Payments exceeding this amount will be available as the funds are depleted. Notwithstanding the foregoing, if your Card is being issued to you in connection with your receipt of services from Payoneer Japan Limited, a registered Funds Transfer Service Provider in Japan, the maximum aggregate amount allowed on your Card at any time will be lower than the aforesaid amounts, and shall be as specified in Exhibit A of the Payoneer Japan Limited Terms and Conditions.
For more information about loading additional funds to your Card, contact Payoneer Customer Service through our Contact Us page at www.payoneer.com.
Telephone Monitoring/Recording
From time to time we may monitor and/or record telephone calls between you and us to assure the quality of our customer service or as required by applicable law.
No Warranty Regarding Goods and Services
We are not responsible for the quality, safety, legality, or any other aspect of any goods or services you purchase with your Card
Card Expiry
The expiry date of you Card is embossed on the front of the Card. Upon expiry of your Card Payoneer may, at our discretion, send you an invitation to order a replacement Card for yourself through your account at MyAccount.Payoneer.com. Alternatively, You may contact us to seek redemption of the remaining funds on your Card by following the process described in section 22
Redeeming the Funds on your Card
You have the right to redeem the funds on your Card at any time in whole or in part. To do so, please contact us through our Contact Us page at www.payoneer.com or by calling 1-800-251-2521. If you request redemption of all funds on your Card, please confirm in writing that you have destroyed your Card by cutting it up. When we process your redemption request, we may require you to provide us with documents, such as identification documents, so that we may process your request in accordance with legal requirements.When we process your redemption request we may also charge a redemption fee. For more information on fees please check the Fee Schedule available from your account at www.payoneer.com.We will not redeem the value of the funds on your Card to you if your request for redemption of the funds is more than six years after the date of termination or expiry of this Agreement. Your e-money Agreement expires 12 months after the Card expiry date
Transfer to a New Prepaid Card
We may transfer your unused balance to a new Card provided by a Card Issuer other than Wirecard Card Solutions Limited at any time. Before we do this, we will give you two (2) months’ notice of the new Card arrangements and the new Card terms and conditions. Unless you advise us within the 2 months period that you do not want a new Card from the new Card Issuer, you agree that we can automatically transfer the unused balance on your Card to a new Card provided by the new Card Issuer
Deactivation and Inactivity Fee
A monthly inactivity fee may be collected if no transactions and no payments have been posted to your card in the last 30 days. If assessed, the charge will be recurring each month, unless funds are added and as long as the balance on the card is more than zero. For more information on fees please check the Fee Schedule available from your account at www.payoneer.com.If no transactions and no payments have been posted in 6 months, the card may be deactivated. For cards with zero balance the card may be deactivated after 3 months of no activity. To reactivate a deactivated card please contact Payoneer Customer Service through the form on our Contact Us page at www.payoneer.com, or log on to MyAccount at MyAccount.Payoneer.com.com and following reactivation all funds, less appropriate fees, will be made fully available
Card Services
Send Payment Service
Send Payment service which enables you to send funds from your Card to other Payoneer registered users may be supported for your Card. To qualify for the service you may be asked to provide additional information. The Send Payment service may be discontinued at any time. To opt out of the Send Payment service please contact Payoneer through MyAccount at www.payoneer.com or call Customer Service at 1-800-251-2521 Ext.2. If the Send Payment service is available to you, the number of attempts and the total amount that can be sent in any period is limited. To view the current limits please check the FAQs on MyAccount at www.payoneer.com. These limits may be changed from time to time with 60 days’ advance notice. For each request to send a payment initiated from your Card you are responsible for having adequate funds available for the request, and for the accuracy of the information entered for the receiving user. Payoneer does not provide dispute resolution for Send Payment service. If you sent a payment to the wrong Payoneer user, you may request that we assist you in reclaiming the funds, however, we will charge you an administration fee for doing so and we cannot guarantee that the reclamation efforts will be successful. If a Payoneer user sent funds to your Card through the Send Payment service, and disputed the payment sent, we will attempt to reverse the payment to the sender. If the funds sent are no longer available on your Card for the reversal, you agree to pay us promptly for any missing funds.
Card to Bank Service
Card to Bank service may be supported for your Card. Where supported, Card to Bank service can only be used where the bank account name is the same as that of the Payoneer Card. To qualify for the service you may be asked to provide additional information. The Card to Bank service may be discontinued at any time. To opt out of the Card to Bank service please contact Payoneer through MyAccount at www.paoyneer.com or call Customer Service at 1-800-251-2521 Ext.2. If the Card to Bank service is available to you, the number of transfers/withdrawals and the total amount that can be transferred/withdrawn in any period is limited. To view the current limits please check the FAQs on MyAccount at www.payoneer.com. These limits may be changed from time to time with 60 days advance notice. For each request to withdraw funds from your Card you are responsible for the accuracy of the information about the bank account that will receive the funds, and for having adequate funds available. You agree and acknowledge that upon request to withdraw funds from your Card, the funds will be deducted from your available Card balance without undue delay and a request to remit the funds into your bank account will then be initiated.
Amendment and Cancellation
We may amend or change the terms of this Agreement at any time. We will notify you of any change at least 60 days in advance. However, if the change is made for security purposes, we can implement such change without prior notice. We may cancel or suspend your Card or this Agreement at any time.
You may cancel this Agreement by writing to us through our Contact Us page at www.payoneer.com or by calling 1-800-251-2521. Termination of this Agreement will not affect any of rights or obligations arising under this Agreement prior to termination.
You have a legal right to cancel your Card up to 14 days after you receive the Card without being charged a redemption fee. If you cancel your Card, once all transactions and fees have been deducted, we will arrange for any unused funds to be refunded to you, see section 18 for further information.
A redemption fee may be charged (check the Fee Schedule from your account at www.payoneer.com) unless you have arranged to transfer any unused funds to another Card managed by us, or if you cancel your Card within 14 days of receiving it. If another Card is issued a new e-money Agreement will commence
Funds Protection
The Prepaid MasterCard is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover the losses claimed in connection with the Prepaid MasterCard. This means that in the event that Wirecard Card Solutions Ltd 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, Wirecard Card Solutions Limited ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your Prepaid Card. In the event that Wirecard Card Solutions Limited becomes insolvent funds that you have loaded which have arrived with and been deposited by Wirecard Card Solutions Limited are protected against the claims made by creditors.
Privacy and Data Protection
(i) Information We Collect (“Cardholder Information”):(a) Information about purchases made with the Card, such as date of purchase, amount and place of purchase(b) Information you provide to us when you apply for a Card.(ii) Information Security: Only those persons who need it to perform their job responsibilities are authorised to have access to Cardholder Information. In addition, we maintain physical, electronic and procedural security measures to safeguard Cardholder Information.(iii) Disclosure: We may use Cardholder Information to provide customer services, to develop marketing programs, to help protect against fraud and to conduct research and analysis. If you do not wish that we use Cardholder Information for marketing purposes, please contact us at c.support@payoneer.com. In addition, it is often necessary for us to disclose Cardholder Information for the same purposes to companies that work with us. For example, we may provide certain Cardholder Information to companies that perform business operations or services, including marketing services, on our behalf. If you do not wish that we provide any Cardholder Information in connection with marketing services, please contact us at c.support@payoneer.com. We may also provide certain Cardholder Information to others as permitted by law, such as government entities or other third parties in response to subpoenas
Reporting Responsibility
You are responsible for reporting to all applicable government tax authorities, all earnings received and loaded on to your Card and the payment of any applicable taxes that apply to such earnings
Complaints
We are committed to ensuring all complaints are fairly addressed. However, if you are still unhappy with the outcome of our full and final response, or if 8 weeks have passed and we have been unable to respond, you have the following options:
- If you prefer, or if you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full.
- Alternatively, and only once our formal complaints procedure has been fully exhausted you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within 6 months of our final response.
The Financial Ombudsman Service
Address: Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
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