ISCU Prepaid Maestro® Card Terms and
Conditions
These terms and conditions apply to your ISCU Prepaid Maestro®
Card. Read them carefully. In these terms and conditions “you”
means the named ISCU Prepaid Maestro® Cardholder being the
authorised user of the ISCU Prepaid Maestro® Card. “We”, “us” or
“our” means Newcastle Building Society or Ipswich and Suffolk
Credit Union Ltd acting on its behalf.
1. Your ISCU Prepaid Maestro® Card
You can use the ISCU Prepaid Maestro® Card at any location that
displays the Maestro® acceptance mark, including shops,
restaurants, online, or on the telephone. You can also use your
ISCU Prepaid Maestro® Card overseas. Before using the ISCU Prepaid
Maestro® Card you need to make sure there are enough funds loaded
on it. You will not be able to use your ISCU Prepaid Maestro® Card
after its expiry date. However we will issue you with a new ISCU
Prepaid Maestro® Card prior to expiry.
Your ISCU Prepaid Maestro® Card is not a credit card and is not in
any way connected to your bank account. You will not earn any
interest on any funds loaded on your ISCU Prepaid Maestro®
Card.
2. Applying for and activating your ISCU Prepaid Maestro®
Card
To apply for our ISCU Prepaid Maestro® Card you must be at least
18 years old and a UK resident. You can only apply for the ISCU
Prepaid Maestro® Card through your credit union. The
credit union will require evidence of who you are and your address
when you join the credit union. The credit union may ask
you to provide some documentary evidence to prove this and/or we
may carry out checks on you electronically.
You must sign the ISCU Prepaid Maestro® Card as soon as it is
received. Please refer to our website www.myprepaidcard.co.uk for
all card loading options, or refer to the “Loading your ISCU
Prepaid Maestro® Card” section below.
By using the ISCU Prepaid Maestro® Card you are agreeing to these
terms and conditions.
3. Loading your ISCU Prepaid Maestro® Card
The maximum initial load on your ISCU Prepaid Maestro® Card is
£1,000. Your ISCU Prepaid Maestro® Card can only be loaded directly
by the Credit Union. The balance on your ISCU Prepaid Maestro® Card
can never exceed £1,000 at any time.
You may instruct the Credit Union to upload funds regularly or
occasionally. For regular uploads of wages, benefits, tax credits
or standing order, the upload will be done by 2pm on the day
instructed, Monday to Friday only.
For occasional uploads instructed by email/website/text
message/phone or in writing, the Credit Union will make every
effort to include the upload the following day, Monday to Friday
allowing time for the credit union account balance to be checked.
You will be advised by the same medium of communication that you
used to request the upload if the upload will be done the following
day. Upload requests received after 11am are most likely to be made
the following day.
Once loaded, funds will normally be available for use on the ISCU
Prepaid Maestro® Card within minutes.
4. Using your ISCU Prepaid Maestro® Card
Detailed instructions on how to use your ISCU Prepaid Maestro®
Card are found on the Website. You will need to follow these
instructions when using your ISCU Prepaid Maestro® Card.
We will deduct the value of your transactions from the balance on
your ISCU Prepaid Maestro® Card as soon as they are made. We will
also deduct any applicable ATM fees as soon as they become payable
by you, see our Fees section below for details of our fees. If
sufficient funds are not loaded on your ISCU Prepaid Maestro® Card
at the time of a transaction to cover the amount of the transaction
and the fees, the transaction will be declined.
5. Cancellation and expiry of your ISCU Prepaid Maestro®
Card
You have a legal right to cancel your ISCU Prepaid Maestro® Card
up to 14 days after you receive the ISCU Prepaid Maestro® Card
without being charged the Refund Fee – these 14 days are referred
to as the ‘Cooling Off Period’. Under these terms and conditions,
you also have the right to cancel your ISCU Prepaid Maestro® Card
at any time after the 14 day Cooling Off Period. If your ISCU
Prepaid Maestro® Card is cancelled, we will immediately block your
ISCU 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 ISCU Prepaid Maestro® Card before the ISCU Prepaid Maestro®
Card is cancelled or expires. You can cancel your ISCU Prepaid
Maestro® Card by sending an email to us using the “contact us”
function on the Website, and confirming that you have destroyed
your ISCU Prepaid Maestro® Card.
If you cancel your ISCU Prepaid Maestro® Card, once all
transactions and fees have been deducted, we will arrange for any
unused funds to be refunded to you, see “Your Right to a Refund”
section below for further information. A Refund Fee will be charged
(see Fees section below) unless you have arranged to transfer any
unused funds to another ISCU Prepaid Maestro® Card managed by us,
or you cancel your ISCU Prepaid Maestro® Card within 14 days of
receiving it.
We may also cancel your ISCU Prepaid Maestro® Card immediately if
we suspect fraud or misuse of your ISCU Prepaid Maestro® Card, if
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 or
are permitted to do so after we have taken these steps. In these
circumstances, if we cancel your ISCU Prepaid Maestro® Card you
must tell us what you want us to do with any unused funds within 3
months of the date on which we tell you that your ISCU Prepaid
Maestro® Card is cancelled.
Your ISCU Prepaid Maestro® Card will be valid for 24 months. When
it expires, we will issue you with a replacement ISCU Prepaid
Maestro® Card.
In the event that you leave the Credit Union we reserve the right
to cancel your ISCU Prepaid Maestro® Card. We will refund any
balance remaining on the ISCU Prepaid Maestro® Card but a refund
fee may apply.
6. Keeping your ISCU Prepaid Maestro® Card secure
You should treat your ISCU Prepaid Maestro® Card like cash. If it
is lost or stolen, you may lose some or all of your money on your
ISCU Prepaid Maestro® Card, in the same way as if you lost cash in
your wallet or purse. As a result, you must keep your ISCU 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 ISCU Prepaid
Maestro® Card regularly online at the Website. You can see your
ISCU Prepaid Maestro® Card balance and recent transactions online
at any time.
If you lose your ISCU Prepaid Maestro® Card or it is stolen, or
you suspect that your ISCU Prepaid Maestro® Card has been used by
someone other than you, you must tell us immediately by calling us
on our 24 hour lost and stolen card helpline 0845 603 7980 so we
can cancel your ISCU Prepaid Maestro® Card. If you ask us to do so,
we will investigate any disputed transaction or misuse of your ISCU
Prepaid Maestro® Card and we 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 ISCU Prepaid Maestro® Card and PIN secure, you have not
acted fraudulently, or acted without reasonable care. However, if
the investigations show that any disputed transaction was
authorised by you, or you have not kept your ISCU Prepaid Maestro®
Card or PIN secure, we will not refund the transaction amount and
will charge you an Administration Fee (see Fees section
below).
7. Our liability
Like other payment cards, we cannot guarantee a retailer will
accept your ISCU Prepaid Maestro® Card, or that we will necessarily
authorise any particular transaction. This may be because of a
systems problem, something outside our reasonable control, or
because we are concerned that your ISCU Prepaid Maestro® Card is
being misused. Accordingly, we shall not be liable in any event
that a retailer refuses to accept your ISCU Prepaid Maestro® Card,
or if we do not authorise a transaction, or if we cancel or suspend
use of your ISCU Prepaid Maestro® Card. Unless otherwise required
by law, we shall not be liable for any direct or indirect loss or
damage you may suffer as a result of your total or partial use or
inability to use your ISCU Prepaid Maestro® Card, or the use of
your ISCU Prepaid Maestro® Card by any third party. In the event
that you do not use your ISCU Prepaid Maestro® Card in accordance
with these Terms and Conditions or we find that you are using the
ISCU Prepaid Maestro® Card fraudulently, we reserve the right to
charge you for any reasonable costs that we incur in taking action
to stop you using this ISCU Prepaid Maestro® Card and to recover
any monies owed as a result of your activities.
8. Your right to a refund
You may request a refund of the funds on your ISCU Prepaid
Maestro® Card provided you have more than £5 loaded on your ISCU
Prepaid Maestro® Card. To do so, send us an e-mail using the
“contact us” facility on the Website requesting a refund and
confirming that you have destroyed your ISCU Prepaid Maestro® Card
by cutting it up. When we process your refund, we will charge a
Refund Fee (see Fees section below).
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.
9. Changes to these terms
We may change these terms at any time. The up-to-date version of
the ISCU Prepaid Maestro® Card terms and conditions will always be
available on the Website. If we think that a change is material we
will send you an e-mail at least 30 days before making the change,
unless a more immediate change is required by law or other valid
reason. Otherwise we will notify you of any other changes within 30
days of making the change.
If you are significantly disadvantaged by any such change that we
make, you may cancel your ISCU Prepaid Maestro® Card in accordance
with our refund policy (see section 8 above). In such circumstances
you will not be charged a Refund Fee. If you use your card more
than 10 times per month, we will charge an additional 20 pence per
transaction. For the introductory offer period of 3 months, we will
not make any changes to the charges mentioned in section 10 below.
If we decide to change the fee, we let you know by email or text
message, on our website and at our branches
10. The Fees
We do not charge any fees for checking your on-line balance and
transactions. However the following fees do apply:
| ISCU Prepaid Maestro® Card
Purchase |
£ 0 |
| Monthly Management Fee |
£3.00 per month for up to 10
uses |
| Domestic (UK) Point Of Sale
Transaction |
£0.20 per additional
transaction |
| International Point Of Sale
Transaction |
£0.20 per additional
transaction |
| Domestic (UK) ATM Transaction |
£1.00 per transaction |
| International ATM Transaction |
£2.00 per transaction |
| Lost and Stolen reissue fee |
£5 |
| Customer service telephone
enquiries |
Free |
| PIN Issue/Re-issue |
£0 |
| Card Load/Reload |
£0 |
| Refund Fee |
£5 |
| Administration Fee |
£5 for disputed transaction that is
subsequently correct |
When you use your ISCU Prepaid Maestro® Card at an ATM, you may
also be subject to applicable fees, surcharge rules and regulations
of the relevant ATM, or other financial institution or
association.
If we decide to increase or impose any new fees, we will tell you
by e-mail, text, or post, at least 30 days before any changes take
effect. Authorisation will be requested for all transactions at the
time of the transaction. In the unlikely event, for any reason
whatsoever, a transaction is completed when there are insufficient
funds on the ISCU Prepaid Maestro® Card for that transaction (a
“Shortfall”), the Shortfall shall be reimbursed by you unless it is
due to an error on the part of the retailer where the ISCU Prepaid
Maestro® Card was presented, in this circumstance we may seek the
Shortfall from the retailer.
You agree that once we make this Shortfall known to you, we may
charge you for the Shortfall amount. We may charge the amount of
the shortfall from any other ISCU Prepaid Maestro® Cards that you
hold with us, to any other payment method which you may designate
at that time, or against any funds which you may subsequently load
onto your ISCU Prepaid Maestro® Card or on any additional ISCU
Prepaid Maestro® Card ordered by you. Until we are reimbursed the
Shortfall amount, we may suspend your ISCU Prepaid Maestro® Card
and any additional ISCU Prepaid Maestro® Cards connected to you. In
addition, we reserve the right to charge you an Administration Fee
for each transaction that you make using your ISCU Prepaid Maestro®
Card that results in a Shortfall or increases the Shortfall amount
on your ISCU Prepaid Maestro® Card.
11. Your details
You must let the credit union know as soon as possible if you
change name, address, phone number or e-mail address. If we contact
you in relation to your ISCU Prepaid Maestro® Card, for example, to
notify you that we have cancelled your ISCU 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 the credit union.
12. Data protection
In purchasing the ISCU Prepaid Maestro® Card on the Website and
using it, you agree that we can use your personal information in
accordance with our Privacy Policy. Our Privacy Policy is set out
on our Website, it includes details of the personal information
that we collect, how it will be used, and who we pass it to. You
can tell us if you don’t want to receive any marketing materials
from us.
13. Disputes with retailers
If you have any disputes about purchases made using your ISCU
Prepaid Maestro® Card, you should settle these with the person you
bought the goods or services from. We are not responsible for the
quality, safety, legality or any other aspect of any goods or
services purchased with your ISCU Prepaid Maestro® Card. Remember
that once you have used your ISCU Prepaid Maestro® Card to make a
purchase we cannot stop that transaction.
14. Communication
If you have an enquiry relating to your ISCU Prepaid Maestro®
Card, you can use the “Contact Us” facility on the website. We will
deal with your enquiry promptly. If you do not wish to enquire in
this way you can alternatively call Ipswich and Suffolk Credit
Union Ltd telephone line on 01473 690690. The customer services
telephone line is a chargeable service. Calls are charged at normal
rates from a fixed BT landline. Call costs from other networks may
vary.
15. Complaints
The ISCU Prepaid Maestro® Card programme is managed by Ipswich and
Suffolk Credit Union Ltd. If you are unhappy in any way with your
ISCU Prepaid Maestro® Card or the way it is managed, you should
first try to resolve your complaint with the credit union. Write,
email or phone them with your complaint, asking to have your
complaint dealt with by the Credit Union Complaints Officer. In the
event that you are not satisfied with the way the Credit Union
dealt with your complaint, you can tell us by using the e-mail
enquiry facility on the Website so we can investigate the
circumstances for you. Any complaints you have will be dealt with
quickly and fairly. You may be able to take unresolved
complaints to the Financial Ombudsman Service at South Quay Plaza,
183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800 and
e-mail: enquiries@financial-ombudsman.org.uk
However the Financial Ombudsman Service requires you to have gone
through the complaints process of the credit union before they will
investigate.
16. Compensation
The ISCU Prepaid Maestro® Card is an electronic money product and
although it is a product regulated by the Financial Services
Authority, it is not covered by the Financial Services Compensation
Scheme. No other compensation scheme exists to cover losses claimed
in connection with the ISCU Prepaid Maestro® Card. This means that
in the unlikely event that Newcastle Building Society becomes
insolvent your funds may become valueless and unusable and as a
result you may lose your money.
While you hold your funds in the credit union account before
upload, your savings are protected by the Financial Services
Compensation Scheme. In the unlikely event that the Credit Union
becomes insolvent, your savings to the value of £2,000 are 100%
protected, and the next £33,000 are 90% protected.
17. Assignment
We may assign the benefit and burden of these terms and conditions
to another company at any time, on giving you at least 30 days
prior notice of this. If we do this, your rights will not be
affected.
18. Transfer to a new Prepaid Maestro® Card
We may transfer your unused balance to a new ISCU Prepaid Maestro®
Card provided by a ISCU Prepaid Maestro® Card issuer other
than Newcastle Building Society at any time. Before we do this, we
will give you at least 30 days notice of the new ISCU Prepaid
Maestro® Card arrangements and the new ISCU Prepaid Maestro®
Card terms and conditions. Unless you advise us within the 30 day
period that you do not want a new ISCU Prepaid Maestro® Card from
the new ISCU Prepaid Maestro® Card issuer, you agree that we can
automatically transfer the unused balance on your ISCU Prepaid
Maestro® Card to a new ISCU Prepaid Maestro® Card provided by the
new ISCU Prepaid Maestro® Card issuer
19. Governing law
All communications with you will be in English. These terms and
conditions will be construed in accordance with English law.
20. ISCU Prepaid Maestro® Card issuer
Your ISCU Prepaid Maestro® Card is issued by Newcastle Building
Society, Portland House, New Bridge Street, Newcastle Upon Tyne,
Tyne and Wear, NE1 8AL, which is authorised and regulated by the
Financial Services Authority (registered number 156058) as a
building society and an issuer of e-money. Your ISCU Prepaid
Maestro® Card is the property of Newcastle Building Society and is
not transferable to anyone else.
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
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