RTEKK HOLDINGS LEGAL AGREEMENTS AND POLICIES
We at Rtekk Holdings Limited UK Ltd (“we”, “us” or “the Company”) respect your privacy and are
committed to protect the privacy of our users (“user” or “you”).
information through your use of our website (collectively: “the Services”).
- What type of information we collect
- How we collect your information
- Information on the Cookies we use and Google Analytics
- How we use the information we collect
- With whom we share the information, and for what purpose
- For how long we retain the information we collect
- How do we safeguard your information
- How we use the information we collect for marketing purposes
- How to contact us
What type of information we collect
We collect two types of data and information from our users.
The first type of information is un-identified and non-identifiable information pertaining to a user, which may be made available or gathered via your use of the Services (“Non-personal Information”). We are not aware of the identity of the user from which the Non-personal Information was collected. Non-personal Information which is being collected may include your aggregated usage information in order to enhance the functionality of our Services. It may also include technical information such as hardware, app version, language, device information.
The second type of information is individually identifiable information, namely information that identifies an individual or may with reasonable effort identify an individual (“Personal Information”). When you use our Services, you will be asked to provide Personal
Information to us. The Personal information we collect through our Services includes information which is submitted directly by the user, such as: date of birth, first name, last name, phone number; e-mail address; home address; card number; bank account and other financial information that we may need in order to provide our Services.
We may also collect Personal Information from your device (e.g. geolocation data, IP address) and information on your activity on the Services.
If we combine Personal Information with Non-personal Information, the combined information will be treated as Personal Information for as long as it remains combined.
How we collect information
There are two main methods we may use to collect information:
- We collect information through your use of the Services. In other words, when you are using our Services, we are aware of it and may gather the information relating to such usage, either independently or through the help of third-party services as detailed below.
- We collect information which you provide us voluntarily. For example, we collect Personal Information which you provide when you: (i) respond to communications from us; (ii) open an Account and use the Services; and (iii) communicate with us via email or other means.
A “cookie” is a small piece of information that a website assigns to your device while you are viewing a website. Cookies are very helpful and can be used for various different purposes. These purposes include allowing you to navigate between pages efficiently, enable automatic activation of certain features, remembering your preferences and making the interaction between you and our Services quicker and easier. Cookies are also used to help ensure that the advertisements you see are relevant to you and your interests and to compile statistical data on your use of our Services.
We use the following cookies and analytics on our Services:
Enables us to track users from LinkedIn who have clicked on our adverts
Facebook Custom Audiences
Facebook Custom Audiences
Enables more targeted advertising through Facebook to our Facebook audience #
Provides data on the usage of the Rtekk Holdings Limited website by visitors
Provides information on visitors to our website from LinkedIn
Facebook Connect / Pixel
Facebook Connect / Pixel
Provides information on visitors to our website and app from Facebook
Enables website users to share content with a number of different social networks
# We may participate in Facebook.com’s Custom Audience program which enables us to display personalized ads to persons on our email lists when they visit Facebook.com. We provide Personal Information such as your email address and phone number to Facebook to enable Facebook to determine if you are a registered account holder with Facebook. You may opt-out of participation in our Facebook Custom Audience by sending an email, from the email address you are opting out of, to firstname.lastname@example.org. For your opt-out to be effective, you must: (i) place the following text in the subject line of the email – “Opting Out of Facebook.com Website Custom Audience Ads”, and (ii) in the body of the email, include your name and email address. We will forward your name and email address to Facebook.com with a request to delete you from all of our Facebook Custom Audience A
You may remove the cookies by following the instructions of your device preferences; You can find more information about cookies at www.allaboutcookies.org; however, if you choose to disable cookies, some features of our Service may not operate properly and your online experience may be limited.
How we use the information we collect
In addition to the purposes listed above, the information we collect, which may include your Personal Information, is used for the following purposes:
- To set up your Account and to provide our Services (e.g. process your payments; etc.)
- To identify and authenticate your access to certain features of the Services;
- To communicate with you and to keep you informed of our latest updates;
- To serve you advertisements when you use our Services;
- To perform a research or to conduct anonymous analytics in order to improve and customize our Services to your needs and interests;
- To support and troubleshoot our Services and to respond to your queries; and
- To investigate violations and enforce our policies, and as required by law, regulation or other governmental authority, or to comply with a subpoena or similar legal process or respond to a government request; including, but not limited to:
o obtain information about you from credit reference agencies and fraud prevention agencies to check you (and / or your business’s) credit status/profile and identity on a periodic basis;
The agencies may record our enquiries and may share it with other third parties and fraud prevention agencies.
Information regarding how you manage your account, and/or any debt may be supplied to other organisations by credit reference and fraud prevention agencies to perform similar checks and to trace your whereabouts and recover any debts that you owe. Records remain on file at such agencies for 6 years after they are closed, whether settled by you or defaulted. If you would like further information on our use of credit reference agencies, please contact us;
o To monitor Transactions for the purposes of preventing fraud, money laundering and cheating; This may involve utilising products and services from third parties (including the sharing of information with such third parties) to monitor transactions, detect patterns requiring investigation or otherwise profile and assess the likelihood of fraud occurring;
o Manage complaints or disputes;
With whom we share the information we collect (“Recipients”)
- Providing you with our Services;
- Storing such information on our behalf;
- Processing such information to assist us with our business operations (e.g. to process payments and your deposits; authenticate your access; auditing our operations, provide customer support, customer retention services, etc.);
- Performing research, technical diagnostics or analytics; and
We may also disclose Personal Information, or any information you submitted via the Services if we have a good faith belief that disclosure of such information is helpful or reasonably necessary to: (i) comply with any applicable law, regulation, legal process or governmental request; (ii) enforce our policies (including our Agreement), including investigations of potential violations thereof; (iii) investigate, detect, prevent, or take action regarding illegal activities or other wrongdoing, suspected fraud or security issues; (iv) to establish or exercise our rights to defend against legal claims; (v) prevent harm to the rights, property or safety of us, our users, yourself or any third party; or (vi) for the purpose of collaborating with law enforcement agencies or in case we find it necessary in order to enforce intellectual property or other legal rights.
Some information may be shared with our trusted financial service provider – PayrNet Limited AG. For information on PayrNet Limited ‘s collection and use of data in accordance with the GDPR, please follow this link: https://www.railsbank.com/payrnet
Third party collection of information
You may request to:
- Receive confirmation as to whether or not personal information concerning you is
being processed, and access your stored personal information, together with
- Receive a copy of personal information you directly volunteer to us in a structured,
commonly used and machine-readable format.
- Request rectification of your personal information that is in our control.
- Request erasure of your personal information.
- Object to the processing of personal information by us.
- Request to restrict processing of your personal information by us.
- Lodge a complaint with a supervisory authority.
However, please note that these rights are not absolute, and may be subject to our own legitimate interests and regulatory requirements.
If you wish to exercise any of the aforementioned rights, or receive more information, please contact us at email@example.com.
For how long we retain the information we collect?
Please note that unless you instruct us otherwise we retain the information we collect for as long as needed to provide the Services. We may also retain information we collect in order to comply with our legal obligations, resolve disputes and enforce our agreements. Retention periods will be determined taking into account the type of information that is collected and the purpose for which it is collected, bearing in mind the requirements applicable to the situation and the need to destroy outdated, unused information at the earliest reasonable time.
We may rectify, replenish or remove incomplete or inaccurate information, at any time and at our own discretion.
How do we safeguard and transfer your information?
Since we operate globally, it may be necessary to transfer your Personal Information to countries outside the European Union. The data protection and other laws of these countries may not be as comprehensive as those in the European Union − in these instances we will take steps to ensure that a similar level of protection is given to your Personal Information. You hereby consent to transfer of your Personal Information to countries outside the European Union.
If you feel that your privacy was treated not in accordance with our policy, or if any person attempted to abuse our Services or acted in an inappropriate manner, please contact us directly at MirLimited@mirlimited.com
The Services are not designated to users under the age of 18. If you are under 18, you should not download or use the Services nor provide any Personal Information to us.
We reserve the right to access and verify any Personal Information collected from you. In the event that we become aware that a user under the age of 18 has shared any information, we will discard such information. If you have any reason to believe that a minor has shared any information with us, please contact us at firstname.lastname@example.org .
Please let us know if you are unhappy with how we have used your personal information. You can contact us at email@example.com
You also have the right to complain to the Information Commissioner’s Office. You can find out more on their website how you can report a concern.
How to contact us
If you have any general questions about the Services or the information that we collect about you and how we use it, please contact us at firstname.lastname@example.org
1. The card
1.1 These terms and conditions apply to any holder of this Corporate Expense card (‘the card’). By using your card, you are demonstrating your agreement to these terms and conditions.
1.2 The card is promoted by Rtekk Holdings Limited UK Ltd, Registered Office: 323 Davidson House, The Forbury, Reading, RG1 3 EU, England (co-brand partner) and issued by PayrNet Limited , Registered Office: 3rd Floor, Grainger Chambers, 3-5 Hood Street, Newcastle upon Tyne, NE1 6JQ. Registered in England No. 07875693. Authorised and regulated in the UK by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900051).
1.3 The card will be provided in a stated currency. All references to that currency in these terms and conditions are relevant to you.
1.4 The card is an e-money product, and as such it is not covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that Rtekk Holdings Limited becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.
1.5 These terms and conditions are available online at https://rtekk.com/. You can request a copy of these terms and conditions at any point
In these terms and conditions, the following words and phrases have the meanings shown next to them:
ATM – means automatic teller machine or cashpoint facility or cash dispenser;
Business Day – means any day between and including Monday to Friday, between 9am and 5pm (UK time) except for bank or public holidays in England and Wales;
Card – means your Valyuz Prepaid Corporate Expense Card (including replacement card);
Card Scheme – means Mastercard®;
Fees – a variety of charges that can be raised for purchase and ongoing use of the card;
PIN – means Personal Identification Number i.e. the security number provided for use with the card; Purse Value – means the maximum value of funds that can be held with the card any one time; Supplier – a retailer, merchant or other supplier of goods and / or services which accepts payment by means of a card, card number, PIN or card and signature;
Summary Box – The section that includes notification of charges, limits and restrictions associated with the card;
Supplier’s Bank – the merchant acquirer used by the supplier for the purposes of receiving payments arising from transactions;
Valyuz Prepaid Card – means a card with the features set out in these terms and conditions Verification of Identity – means confirming your personal identity and address by conducting electronic verification of your details; or by you providing documentation of identity or by your employer providing verification of your identity;
We / Us / Our – means Rtekk Holdings Limitedr co-brand partners acting on our behalf;
Year – 12-months period following the date when the card is issued to you and each subsequent 12- months period;
You / Your – means the person/employee who has received the card and is authorized to use the card as provided under the terms of this Agreement.
3. Applying for your Valyuz Corporate Expense Card
3.1 To apply for or to use our Valyuz Corporate Expense Card, the cardholder must be at least 18 years old and the corporate must be EEA registered.
3.2 Your employer may apply for the card on your behalf and we may ask to see the evidence your employer holds to evidence who you are and where you live. We may require documentary evidence
to prove this and/or we may carry out checks on you electronically. Such evidence may be provided on your behalf by your employer.
4. Loading the card
1. The card
4.1 Funds will be loaded to your Valyuz Corporate Expense Card by your employer.
4.2 Funds cannot be loaded by you or accepted from any other source than you employer.
4.3 We reserve the right to refuse to accept any loading transaction.
4.4 Once we have received a request from your employer, funds will be processed without delay and will normally be available for use no later than 5 working days after receipt of the request.
4.5 Your employer may also load funds onto your Valyuz card in real time if they have requested the facility to do this and we have approved this facility for them.
4.6 The funds remain the property of your employer and unspent funds can be recalled by your employer.
5. Use of the card
5.1 The card is provided to you for corporate expenditure use. Your employer may therefore define the merchant type or specific reasons when you may use the card for corporate expenditure.
5.2 The card is a prepaid product which can be used to pay for goods and services at retailers where Mastercard Prepaid Cards are accepted. To use the card, present it at the time of payment. Use it in full or part payment of your purchase in which case you will be required to pay the outstanding amount of the purchase by an alternative means, for example, cash or debit or credit card providing the retailer accepts a combination of payment methods.
5.3 When you receive your card, you must activate it in your app and input the personal information unless your other card has been lost or stolen and you have reported the loss or theft to us.
5.4 You must not make purchases that exceed the balance of funds available on the card. Your balance will be reduced by the amount of each purchase you make. If any purchase takes you over your available funds or the card limits in force the transaction will be declined.
5.5 You can use the card to make purchases in-store, via the internet or over the phone. The card can be used to obtain cash through ATMs. There is no cash back facility. This is not a debit card supported by a bank account and is not in any way connected to a bank account. It is also not a guarantee card, charge card or credit card. Interest will not be earned on any funds loaded on to the card.
You must not use the card for:
5.5.1 pre-authorized regular payments;
5.5.2 transactions for cash (other than ATM withdrawal) including for example cash back, cash from a bank, money orders, traveler’s cheques, foreign exchange, or bureau de change, or
5.5.3 any illegal purposes.
5.6 Your card cannot be used in situations where it is not possible for the supplier to obtain online authorization that you have sufficient balance for the transaction. For example: transactions on trains, ships, and some in-flight purchases.
5.7 We may stop, suspend or restrict your card or PIN on reasonable grounds relating to:
5.7.1 the security of your card, card number or PIN, and
5.7.2 the suspected unauthorized or fraudulent use of your card or PIN. We will, if possible, inform you before stopping, suspending or restricting your card or PIN that we intend to do so and the reasons for doing this. If we are unable to do so then we will inform you immediately afterwards. The requirement to inform you does not apply where it would compromise reasonable security measures, or it would be unlawful to do so.
5.8 We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the card. We are not liable for the failure of any merchant to honour the card.
5.9 We will not issue the main card under these terms and conditions to anyone under the age of 18 years old.
6.1 You agree that any use of your card, card number or PIN constitutes your authorization and consent to a transaction.
6.2 The time of receipt of a transaction order is when it is received by us. If a transaction order is received after 3pm on a business day, then it will be deemed to have been received on the next business day. If receipt does not fall on a business day, then it will be deemed to have been received on the next business day.
6.3 You cannot stop a transaction after it has been transmitted to us by giving your consent to the transaction, or once you have given your consent to the supplier for a pre-authorized payment.
6.4 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:
6.4.1 a transaction might take you over your available funds on the card; or
6.4.2 a transaction might take you over any of your card limits; or
6.4.3 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
6.4.4 we reasonably believe that it is necessary to do so to comply with any law or as a matter of good practice.
7. Foreign currency transactions
7.1 The card can be used for transactions which are not in the currency of the card although a fee will be applied for doing so.
7.2 If you make a transaction in a currency other than the currency of the card, we will change the amount into the currency of the card at the wholesale market rate or any rate that a government may set. We will charge a service charge (commission), see Summary Box.
7.3 Exchange rates may change, and the exchange rate which applies on the date that you make your transaction may not be the same as the exchange rate we use on the date that we convert the transaction charge and deduct the service charge from your balance. The exchange rate applied will include this service charge. You can check the exchange rate used as described in condition
- Your online statement will show the exchange rate and service charge.
8. Checking your balance
8.1 To check the available balance on your card or to review your transactions you can use your app or contact your admin person of the corporate.
9. When your card expires
9.1 The card’s expiry date is printed on the card. You must not use the card after its expiry date and you will not be able to reload it.
9.2 If you have used your card in the period of two weeks before its expiry date, we will send you an email to inform you that we will automatically transfer the outstanding balance to a new card. The new card will be issued to you free of charge and sent to you at the address you have given us under condition 15.3 within two weeks of the expiry date. Tell us if you do not want your card to be renewed. To do this contact us through your app or to email@example.com
9.3 If your card has not been used in the eight weeks prior to its expiry date, you will be sent an email asking if you want to replace that card and keep any existing balance on it. If you request that we do this, you will be issued with a replacement card within two weeks. A replacement card fee may apply (see Summary Box).
9.4 If you renew your card in circumstances under conditions 9.2 or 9.3 this agreement will continue to apply.
9.5 If you or your employer request that your card is not renewed under condition 9.2 and 9.3 or do not request a replacement under condition 9.4, you will not be able to use it after its expiry date. Your employer can redeem any outstanding balance on the card up to 6 years after the expiry date by following the process in condition 10. If any balance remains on the card for more than 6 years after the expiry date, it will not be refunded.
10.1 Your employer can redeem all or part of your balance by contacting us on firstname.lastname@example.org up until the date that is 6 years after the expiry date shown on your card.
10.2 A fee will be charged (see Summary Box) to cover redemption costs on each occasion that your employer redeems funds if the redemption is of all or part of the balance at the following times:
10.2.1 where redemption is requested before termination of the contract;
10.2.2 where the e-money holder terminates the contract before any agreement termination date; or
10.2.3 where redemption is requested more than one year after the date of the termination of the contract.
10.3 Your employer will be reminded of this fee before redemption. Please note that if the balance is equal to or less than the amount your employer wants to redeem in the circumstances listed above, the fee will equal your balance which will be reduced to zero.
10.4 A fee will not be charged for redemption if:
10.4.1 we terminate this agreement, or
10.4.2 if the request for redemption is at termination of the contract or up to one year after that date.
11.1 You must sign your card as soon as you receive it and keep it safe. You must always make sure that you:
11.1.1 do not allow anyone else to use your card;
11.1.2 do not reveal your PIN and never write down your password(s), PIN or any security information you have given us unless you do this in a way that would make it impossible for anyone else to recognize any of that information;
11.1.3 only release the card, card number or PIN to make (or try to make) a transaction, and
11.2 If your card is lost or stolen or someone else finds out the PIN or if you think your card, card number or PIN may be misused, you must:
11.2.1 Freeze your card in your Vzlyuz app and contact us on email@example.com (we have a 24-hours service) so that we can stop your card and PIN;
11.2.2 if we ask, write to us within seven days to confirm the loss, theft or possible misuse (the address is firstname.lastname@example.org), and
11.2.3 stop using the card, card number or PIN immediately. If you find the card after you have reported it lost, stolen or misused, you must cut it up and tell us as soon as you can.
11.3 If your card or any replacement card, is lost or stolen, once you have reported it you can request a replacement by contacting email@example.com. We will charge a fee for the replacement card. This is set out in the Summary Box.
11.4 You may not be liable for any use of the card, card number or PIN by another person who does not have your permission to use it or if it is lost, stolen or destroyed, unless:
11.4.1 you agreed to that person having your card, card number or PIN, or through your negligence or carelessness, failed to comply with condition 11.1, in which case you may be liable for any use that occurs before you tell us in accordance with these terms and conditions, or
11.4.2 you acted fraudulently then, to the extent permitted by law, you may be liable for misuse of the card, card number or PIN.
11.4.3 you may only be liable to a maximum of £35 resulting from transactions arising from the use of a lost or stolen card or from the misappropriation of the payment instrument where the cardholder has failed to keep security features of the card safe. The £35 liability limit is applicable to each instance of loss, theft or misappropriation and not each transaction.
11.5 If your card is used without your permission, or is lost, stolen or if you think the card may be misused, we may disclose to law enforcement agencies, any information which we reasonably believe may be relevant.
11.6 We will not be liable for:
11.6.1 any abnormal or unforeseeable circumstances outside our reasonable control (for example, a failure of computer systems which happens for reasons outside our reasonable control or any industrial action which happens for reasons outside our reasonable control) if this prevents us from providing the usual service;
11.6.2 any person refusing to accept or honor (or delays in accepting or honoring) your card, card number or PIN, or
11.6.3 any cash dispenser failing to issue cash. We will not be liable for the way in which you are told about any refusal or delay.
11.7 In case of errors or disputes about transactions, contact us on firstname.lastname@example.org.
12. Altering these terms and conditions
12.1 We may change any of these terms and conditions, including fees and charges, or introduce new terms. If we make any changes, we will give 2 months prior written notice to you and your employer by email.
12.2 If we change these terms and conditions, the new terms and conditions will be available at https://rtekk.com/from the date the change takes place.
12.3 You will be deemed to have accepted any change to these terms and conditions unless you notify us of any objection before the proposed date of the change.
12.4 Between receipt of the notice and the proposed date of change, if you notify us that you do not accept the change, this agreement will terminate immediately and subject to condition 10.4.2 your employer can redeem the total balance at that time without charge.
13. Cancellation rights
13.1 If you change your mind about having the card, you can cancel it within 14 days of the date you receive confirmation of your application being approved by contacting us on email@example.com. You will not be charged for canceling the card during this period. We will refund any balance remaining on the card to your employer and any fees that your employer has paid.
13.2 We will reimburse your employer in the currency the same as that of your pre-paid card
14. Ending this agreement
14.1 We may terminate this agreement at any time. Unless there are exceptional circumstances, we will give you 2 months’ prior written notice.
14.2 You can terminate this agreement by contacting us on firstname.lastname@example.org. subject to conditions 12.4 and 13
14.3 If your employer does not redeem the full balance within 6 years of your contract’s expiry date, this agreement terminates.
14.4 We shall retain documents relevant to your use of a card for 6 years
15.1 By entering into this agreement, you agree that we may use your information in accordance with the ‘How we use your information’ section of these terms and conditions, as set out in condition 18.
15.2 We may monitor and/or record telephone calls between you and us or service providers.
15.3 You must provide us with an email and postal address and phone number and let us know of any changes.
15.4 We may need to contact you urgently if we suspect or find fraudulent activity has occurred on your account (provided we are not prohibited from doing so by law) or if we suffer a security threat. To do so, we may (for example) send you a text message instead of calling or emailing you, if we think this is the quickest way to contact you. When we contact you, we will also give you information on how you can minimize any risk to your payment instrument depending on the nature of the security threat. We will use the same contact details you have already provided us with when contacting you. You must inform us immediately if your personal details or contact information change.
15.5 We may transfer our rights or obligations under this agreement or arrange for any other person to carry out its rights or obligations under this agreement. You may not transfer any of your rights or obligations under this agreement.
15.6 We can delay enforcing rights under this agreement without losing them.
15.7 If we cannot enforce any paragraph, condition or part of a paragraph or condition under this agreement, it will not affect any of the other paragraphs, conditions or the other part of the paragraph or condition in this agreement.
15.8 We may amend this agreement on 60 days’ notice to you.
15.9 This agreement is governed by the law of England and Wales. The language of this agreement is English, and all notices and information given under this agreement will be in English. Payment services information
15.10 This condition 16 only applies if the supplier’s bank is located within the European Economic Area (EEA) and the payment services being carried out are transacted in Euro, or another currency of an EEA member state.
15.11 We will ensure that a transaction you make is credited to the supplier’s bank, or that returned funds following redemption or cancellation are credited to your bank within these timescales:
Type of Transaction
Transaction carried out in a currency other than Euro (€) or Pounds Sterling (£)
Transaction involving more than one currency
By the end of the fourth business day following the day on which the transaction or order is received.
Any other Transaction
By the end of the business day following the day on which the transaction order is received.
15.12 If you use your card or provide your card details to a supplier to make a transaction before you know the amount which is going to be charged to your card, then you may be entitled to request a refund if the amount is unexpectedly large, provided that you inform email@example.com within eight weeks from the date the transaction is deducted from your balance but you will NOT be entitled to a refund if you have been told by us, or the supplier, of the amount of that transaction at least four weeks before the transaction is due to be deducted from your balance, and you consented to the transaction.
15.13 On receipt of such a request under clause 16.3, we may require you to provide us with the information to ascertain whether the conditions in clause 16.3 have been met. Within 10 business days of receiving a request from you under condition 16.3 or of receiving any additional information required under this paragraph, we will provide a refund or justify why we are refusing the request.
15.14 We are liable for the correct execution of the transaction unless we can prove that the transaction was received by the supplier’s bank, in which case the supplier’s bank is liable to the supplier. You may request that we make immediate efforts to trace an incorrectly executed transaction and notify you of the outcome.
15.15 When a supplier initiates a transaction, it is the supplier’s bank which is liable for the correct transmission of the relevant details to us. If the supplier’s bank can prove that it is not responsible for a transaction which has failed or has been incorrectly executed, we will be responsible to you.
15.16 If we are responsible for an incorrect amount of a transaction being deducted from your balance, we will correct the error. If we are responsible for a transaction being deducted from your balance which you did not authorize, we will refund the amount of the transaction to your balance and treat the transaction as if it had never occurred. You must inform us of an unauthorized or incorrect transaction as soon as possible and in any event no later than 13 months after the debit date. If you do not do so, we may not be liable.
15.17 We are not liable if you incorrectly identify the supplier under a transaction. In such a case, we will make reasonable efforts to recover the funds involved
16. Complaints and how to contact us
16.1 If you would like to make a complaint or contact us for any other reason connected to these terms and conditions please write to firstname.lastname@example.org. We have procedures in place to make sure that we handle your complaint fairly and quickly. However, if you are not satisfied with the outcome of your complaint, you can write to the Financial Ombudsman Service at Exchange Tower, London, E14 9SR.
16.2 We will try to resolve any complaints you have about your payment instrument or the service we provide to you within 15 business days of receiving your complaint and in exceptional circumstances, within 35 business days (and we will let you know if this is the case).
17. How we use your information
17.1 We will search your record at credit reference and fraud prevention agencies. These searches are to check your identity and we do not carry out full credit reference checks or credit scoring for this purpose. We may use an automated decision-making system to assess your application and verify your identity.
17.1.1 If we are unable to verify your identity adequately, we may ask you to provide some documentary evidence to help confirm your identity and address.
17.2 Credit reference agencies may check the details you supply against any particulars on any database (public or otherwise) to which they have access. An unrecorded enquiry will be made. An unrecorded enquiry is a search that was not made for lending purposes. It cannot affect your credit rating or score when you apply for credit. It is not seen by lenders other than the one that carried out the search. It is included on your credit report, so you know the search was made but does not affect your credit rating, or score, when you apply for credit.
17.3 If you give us false or inaccurate information and we identify fraud, we may record this with fraud prevention agencies. Law enforcement agencies may access and use this information.
17.3.1 The fraud prevention agencies will share records with other organizations. We and other organizations may access and use the information recorded by fraud prevention agencies overseas.
17.3.2 Please contact us on email@example.com if you would like details of those credit reference and fraud prevention agencies. You have a legal right to these details.
17.3.3 You have certain rights to receive a copy of any information we hold about you. Please write to: firstname.lastname@example.org. We may charge you for this service.
17.4 Some information held by credit reference and fraud prevention agencies will be disclosed to us and other organizations to, for example:
17.4.1 to prevent fraud and money laundering, by checking applications for credit, credit-related or other facilities, proposals and claims for all types of insurance, job applications and employee records, and to verify your identity.
18.4.2 The information held by these agencies may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the Dat\rotection Act 1998.
17.5 When you have an agreement with us, we may use the following types of information about you:
17.5.1 information you give us, or we already hold about you, including any phone number you call us from, which we may record;
17.5.2 information we receive when making a decision about your application or agreement, including information we receive from enquiries and searches made in your name with credit reference and fraud prevention agencies;
17.5.3 information (including details of payments and transactions) we may hold about any managed account or policy which you hold with or through us, and
17.5.4 information we receive from anyone who can provide us with information about you.
17.6 We will process, use, manage, control, release and record information about you to:
184.108.40.206 search credit reference and fraud prevention agencies’ records (including information from overseas) to manage your account;
18.6.2 manage your accounts and policies, and manage any application, agreement or correspondence you may have with us;
18.6.3 carry out, monitor and analyses our business;
18.6.4 contact you by post, by phone or in another way about other products and services which we consider may interest you – unless you tell us that you prefer not to receive direct marketing;
18.6.5 fight fraud, money-laundering, terrorism and other crimes, and
18.6.6 keep to any laws or regulations in any country
17.7 We may reveal information about you:
17.7.1 to any person working for us or our co-brand partners;
17.7.2 to fraud prevention agencies;
17.7.3 to any organization which backs any of our products which you hold;
17.7.4 to any payment system under which we issue your card;
17.7.5 if a payment is processed through a worldwide payment system, to certain authorities in order to detect and prevent terrorism (including authorities outside the UK);
17.7.6 to any person to whom we transfer any of our rights or obligations under any agreement we may have with you, and
17.7.7 to anyone you authorize us to give information about you to.
17.8 Processing your information, as described above, may involve sending it to other countries outside of the EEA including the United States of America. In such circumstances we are responsible for making sure that your information continues to be protected.
17.9 We will keep information about you for only as long as we need to or is required to meet legal obligations.
18. SUMMARY BOX
This table summarizes key product features and information and is not intended to replace the terms and conditions of the product. The fees’ limits and restrictions that apply to each card are set out below.
The fee structure for your card depends on whether you have purchased a ‘Sterling card’ ‘Euro card’ or ‘US Dollar card’.
Fees and limits
US Dollar Card
Maximum balance at any time
Maximum monthly load
Maximum annual load