24 hour lost and stolen card
helpline 0845 603 7980
Frequently Asked Questions
Q. Is my Rainbow
Saver Prepaid Maestro® Card like a normal bank debit card or credit
card?
A. Your Rainbow Saver Prepaid Maestro® Card is not a credit card,
charge card or debit card. The Rainbow Saver Prepaid Maestro® Card
is a prepaid Maestro® card that carries a variable amount of
money based on the amount loaded onto the card when the
Rainbow Saver Prepaid Maestro® Card is purchased or at a subsequent
time after purchased. Each time you use the Rainbow Saver Prepaid
Maestro® Card, the purchase amount is deducted from the
available Rainbow Saver Prepaid Maestro® Card balance.
Q. When do I get my Rainbow Saver
Prepaid Maestro® Card?
A. Unless we notify you otherwise, we will issue your Rainbow Saver
Prepaid Maestro® Card within twenty-one days of receiving your
order.
Q. What do
I need to do when I receive my Rainbow Saver Prepaid Maestro®
Card?
A. The Rainbow Saver Prepaid Maestro® Cardholder must sign the
Rainbow Saver Prepaid Maestro® Card as soon as it is received. You
must then activate it before you can access your account or any
funds can be loaded onto the Rainbow Saver Prepaid Maestro®
Card.
Q. Can I top up my Rainbow
Saver Prepaid Maestro® Card?
A. Yes, you can top up your Rainbow Saver Prepaid Maestro® Card
account by contacting your credit union.
Q. How do I load
money onto my account?
A. Once your Rainbow Saver Prepaid Maestro® Card has been
activated, you can load funds onto it by contacting your credit
union.
Q. When do I get my PIN
number?
A. We never issue your PIN number together with your Rainbow Saver
Prepaid Maestro® Card, for security reasons. Your PIN number will
be sent to you separately within three days of sending your Rainbow
Saver Prepaid Maestro® Card.
Q.
I have just received my Rainbow Saver Prepaid Maestro® Card and
it does not work, why?
A. You will need to activate your Rainbow Saver Prepaid Maestro®
Card when you receive it. Please go to the 'activate account'
section of the website to do this. After this you will need to
instruct the credit union to load the Rainbow Saver Prepaid
Maestro® Card.
Q. My Rainbow
Saver Prepaid Maestro® Card has suddenly stopped working,
why?
A. This could be for a number of reasons. 1. Your Rainbow Saver
Prepaid Maestro® Card is damaged, 2. You have no balance left on
your Rainbow Saver Prepaid Maestro® Card and need to load some more
3. We have blocked the Rainbow Saver Prepaid Maestro® Card for
security purposes or on your instructions 4. The Rainbow Saver
Prepaid Maestro® Card has expired, please check the expiry date on
the Rainbow Saver Prepaid Maestro® Card itself.
Q. Do I receive a
statement?
A. No. However, you can view your current balance and transactions
online free of charge.
Q. What happens if I need to return an item I have
purchased?
A. Each retail store has its own return policies and will handle
the returns in the same manner as any other Maestro® transaction.
They may credit your Rainbow Saver Prepaid Maestro® Card,
provide a cash refund, or a store credit.
Q. Will my Rainbow Saver
Prepaid Maestro® Card work abroad?
A. Yes, it will work and with most retailers with electronic
terminals that display the Maestro® acceptance
mark.
Q. Is there a limit to how many Rainbow Saver Prepaid Maestro®
Cards I can hold?
A. There is no limit to the amount of Rainbow Saver Prepaid
Maestro® Cards you can hold.
Q. How does my Rainbow
Saver Prepaid Maestro® Card Work?
A. To pay with your Rainbow Saver Prepaid Maestro® Card, simply
hand your Rainbow Saver Prepaid Maestro® Card to the cashier, wait
a few seconds while it's passed through the machine, then use your
PIN number or sign a slip. That's it. Your Rainbow Saver
Prepaid Maestro® Card is debited straight away and details of the
transaction are stored online for you to reconcile with your
receipt. The dates, locations and amounts all appear on your online
statement, so you can check them easily. You can use your Rainbow
Saver Prepaid Maestro® Card to pay for all sorts of things in
all sorts of ways. You can use it for amounts big or small and at
many supermarkets (you can also get up to £50 cashback with
your purchase).
Q. What are the benefits of holding an Rainbow Saver Prepaid
Maestro® Card?
A. Here are just some of the benefits it brings you:
• Over 960,000 places in the UK accept Rainbow Saver Prepaid
Maestro® Cards - on the high street, over the phone and
online.
• Since it's accepted almost everywhere, Rainbow Saver Prepaid
Maestro® Card saves you the hassle and worry of carrying lots of
cash.
• If you need cash, you can get up to £50 cashback free of charge
with your purchase at many stores - mostly supermarkets.
• There are no pre-set spending limits - except the amount
available on your Rainbow Saver Prepaid Maestro® Card.
• Rainbow Saver Prepaid Maestro® Card helps you to keep tabs on
your expenses - your online statement itemises where & when you
used it.
• Having a Rainbow Saver Prepaid Maestro® Card means you can use
your Rainbow Saver Prepaid Maestro® Card abroad, as well as at
home, to pay for all sorts of things and get cash from
machines.
Fees, terms and conditions apply.
Q. Why is holding a Rainbow Saver Prepaid Maestro® Card account
good for me or my adolescents?
A. Your Rainbow Saver Prepaid Maestro® Card is a safe way to carry
money for you and your adolescents. If you are the adult your
Rainbow Saver Prepaid Maestro® Card is a limited liability payment
device for buying online, over the phone or anywhere. Unlike a
debit or credit card, if the Rainbow Saver Prepaid Maestro® Card is
lost, stolen or fraudulently copied then your bank details are not
compromised and only the balance held on the Rainbow Saver Prepaid
Maestro® Card can be accessed. For this reason we would advise you
to load onto the Rainbow Saver Prepaid Maestro® Card only those
funds which you may need it for prior to use.
If the Rainbow Saver Prepaid Maestro® Card is lost, we can replace
it. You will be refunded the amount of any transactions which
investigations show are not authorised by you, provided you have
kept your Rainbow Saver Prepaid Maestro® Card and PIN secure, you
have not acted fraudulently, or acted without reasonable
care.
Q. Can I
view my adolescent's spending on the Rainbow Saver Prepaid Maestro®
Card?
A. Yes, you can use your login that you created when purchasing the
Rainbow Saver Prepaid Maestro® Card for your adolescent to monitor
the spending on the account. This enables you to ensure your
adolescent is using the Rainbow Saver Prepaid Maestro® Card safely
and effectively.
Q.
How is the Rainbow Saver Prepaid Maestro® Card educational for my
adolescents?
A. Holding a Rainbow Saver Prepaid Maestro® Card is a great way to
enable your adolescent to manage their pocket or gift money
effectively. By using the Rainbow Saver Prepaid Maestro® Card, you
adolescent may improve knowledge of monthly budgeting of
pocket money, looking after their Rainbow Saver Prepaid Maestro®
Card, Internet safety, Internet shopping etc.
Q. Where can the
Rainbow Saver Prepaid Maestro® Card be used?
A. You can use the Rainbow Saver Prepaid Maestro® Card
wherever you see the Maestro® acceptance mark, including
shops, restaurants, online or on the telephone. Before using the
Rainbow Saver Prepaid Maestro® Card you need to make sure
there are enough funds loaded on it. You will not be able to use
your Rainbow Saver Prepaid Maestro® Card after its expiry
date.
Q. Where can I use my
Rainbow Saver Prepaid Maestro® Card in the UK?
A. Over 960,000 places in the UK take Maestro®. You can your
Rainbow Saver Prepaid Maestro® Card to buy things over the
Internet, by phone and by mail order. As long as you have enough
money loaded onto your account, you can pay for whatever you
like.
Q. Where can I use my
Rainbow Saver Prepaid Maestro® Card abroad?
A. Having a Rainbow Saver Prepaid Maestro® Card means you
can shop in over 100 countries worldwide, as easily as you do in
the UK. Having a Rainbow Saver Prepaid Maestro® Card also
lets you get cash from over 900,000 machines across the globe.
For more information on acceptance abroad, visit the Maestro®
international website.
Q. Can I use
my Rainbow Saver Prepaid Maestro® Card on the
Internet?
A. Yes wherever you see the Maestro® acceptance mark.
Q. What about Internet
Security?
A. Internet shopping is increasingly popular and most reputable
retailers run sites that are safe and secure. However, if you are
concerned about security,
CardWatch offers some simple guidelines to follow when buying
online. These should ensure that your shopping is as safe as it
would be on the high street.
Q.
What are my rights as a Consumer when shopping
online?
A. Consumer protection rights apply to purchases made online, just
as they do to those made on the high street. If you have problems
with an online purchase or retailer, visit the Office of Fair
Trading site - the Consumer Information Section has details of your
rights.
Q. Will
I earn interest on my Rainbow Saver Prepaid Maestro® Card
balance?
A. You will not earn any interest on any funds loaded on your
Rainbow Saver Prepaid Maestro® Card.
Q. What do I need to do if any of my personal details
change?
A. You must let us know as soon as possible by using the 'contact
us' facility on the website if you change name, address, phone
number or e-mail address. If we contact you in relation to
your Rainbow Saver Prepaid Maestro® Card, for example, to notify
you that we have cancelled your Rainbow Saver Prepaid Maestro® Card
or to send you a refund by cheque, we will use the most recent
contact details you have provided to us. Any e-mail to you will be
treated as being received as soon as it is sent by us. We
will not be liable to you if your contact details have changed
and you have not told us.
Q. How do I cancel my
Rainbow Saver Prepaid Maestro® Card?
A. You have a legal right to cancel your Rainbow Saver Prepaid
Maestro® Card for 14 days after you receive the Rainbow Saver
Prepaid Maestro® Card. Under these terms and conditions, you also
have the right to cancel your Rainbow Saver Prepaid Maestro®
Card at any time after this 14 day period. If your Rainbow Saver
Prepaid Maestro® Card is cancelled, we will immediately block your
Rainbow Saver Prepaid Maestro® Card so it cannot be
used.
You will not be entitled to a refund of money you have already
spent on transactions authorised or pending or any fees for use of
the Rainbow Saver Prepaid Maestro® Card before the Rainbow
Saver Prepaid Maestro® Card is cancelled or expires. You can cancel
your Rainbow Saver Prepaid Maestro® Card by sending an email to us
using the "contact us" function on the Website and confirming
that you have destroyed your Rainbow Saver Prepaid Maestro® Card by
cutting it up.
If you cancel your Rainbow Saver Prepaid Maestro® Card, we will
arrange for any unused funds on your cancelled Rainbow Saver
Prepaid Maestro® Card to be refunded to you (by sending a cheque to
your last notified home address), once all transactions and
fees have been deducted, including the refund fee.
We may also cancel your Rainbow Saver Prepaid Maestro® Card
immediately if we suspect fraud or misuse of the Rainbow Saver
Prepaid Maestro® Card or we have any other security concerns or we
need to do so to comply with the law. If we do this, we will
tell you as soon as we can after we have taken these steps. If we
cancel your Rainbow Saver Prepaid Maestro® Card, you must tell
us what you want us to do with any unused funds within three
months of the date we tell you your Rainbow Saver Prepaid Maestro®
Card is cancelled.
Q. What
happens if my Rainbow Saver Prepaid Maestro® Card is lost or
stolen?
A. You should treat your Rainbow Saver Prepaid Maestro® Card like
cash in a wallet. If it is lost or stolen, you may lose some or all
of your money on your Rainbow Saver Prepaid Maestro® Card, in
the same way as if you lost your wallet. As a result, you must
keep your Rainbow Saver Prepaid Maestro® Card safe and not let
anyone else use it. If you are issued with a PIN, you
must immediately memorise it and destroy the notification. You
must keep your PIN secret at all times. Do not write it down or
reveal it to anyone.
We recommend that you check the balance on your Rainbow Saver
Prepaid Maestro® Card regularly online at the Website. You can see
your Rainbow Saver Prepaid Maestro® Card balance and most recent
statement of transactions online at any time by selecting the
"balance" button on the Website and completing the security
details.
If you lose your Rainbow Saver Prepaid Maestro® Card or it is
stolen or you suspect that your Rainbow Saver Prepaid Maestro® Card
has been used by someone, you must tell us as soon as you can by
calling us our 24 hour helpline 0845 603 7980. We will then
cancel your Rainbow Saver Prepaid Maestro® Card. If you ask us to
do so, we will ask the police to investigate any
suspected misuse of your Rainbow Saver Prepaid Maestro® Card
and they may need more information and assistance from you.
We will refund the amount of any transactions which the
investigations show are not authorised by you, provided you have
kept your Rainbow Saver Prepaid Maestro® Card and PIN secure.
However, if the investigations show that any disputed transaction
was authorised by you or you have not kept your Rainbow Saver
Prepaid Maestro® Card or PIN secure, we will not refund the
transaction amount and will charge you an administration fee of
£5.00.
Q. Can I have the
balance on my Rainbow Saver Prepaid Maestro® Card refunded to
me?
A. Provided that any unused funds loaded on your
Rainbow Saver Prepaid Maestro® Card are not invalid and you have at
least £6.50 loaded on your Rainbow Saver Prepaid Maestro® Card, we
will refund the unused value at any time. When we process a
refund, we will deduct a fee of £4.99 before doing so.
We will send a cheque to your last notified address or arrange an
electronic transfer to a bank account nominated by you. However, to
enable us to comply with our legal obligations, we may ask you
to provide us with certain information before we can process your
refund request.
Maestro® is a registered trademark of MasterCard®
International Incorporated and affiliates. This card is issued by
Newcastle Building Society pursuant to license from MasterCard®
International Incorporated.
Newcastle Building Society is authorised and regulated by the
Financial Services Authority
(www.fsa.gov.uk/register
) and is entered in the Financial Services Authority
Register under registration number 156058