Multi Currency Card Terms & Conditions
These are the terms and conditions for your Ramsdens Mastercard® Multi Currency Card. They will help explain how your card works and other important things you need to know. Please keep this document safe in case you need to refer to it. You can ask us for a copy of this agreement at any time, and you can also find the latest copy online (see details in the “Contact us / More information” section).1. Your contract with us
These terms and conditions form the agreement between us, PrePay Technologies Limited (PPS) (Company Registration No. 04008083), 4th Floor, Station Square, 1 Gloucester Street, Swindon, SN1 1GW UK, and you. Our agreement with you starts when you get confirmation of your card purchase. Your card is an electronic money product and the electronic money associated with it is provided by PPS who is regulated by the Financial Conduct Authority for the issuance of electronic money (FRN 900010).
Mastercard Prepaid Management Services Limited (also referred to as ‘Card Services’) provides programme management services for us. We may also use third parties to sell or service our cards from physical locations and online. When we use the word “branch”, we mean any participating branch of that third party’s business in the country where you bought the card.
Your money is safeguarded at a UK credit institution where it is ring-fenced and designated as customer funds as specified by the UK Financial Conduct Authority. However, your money is not covered by the Financial Services Compensation Scheme.
Your card is a reloadable prepaid card and you can load multiple currencies on one card. When we use the word “card”, we mean any plastic card (or cards) or any alternative to a plastic card, such as a virtual card, or any other device that we provide you with to make transactions.
The services described in this agreement may not always be offered, depending on the card you have, where you bought it and whether a specific service is available. You can find out more about the services available (for example, where to top up the card or get your money back) in the card pack, online, or by calling us.
We cannot accept top-ups from third parties - only you can top up your card.
Buying a card. You must be at least 18 years old and a UK resident, and you will need to prove this. We may also need to carry out electronic checks to confirm this. The card is for your use only, no one else’s.
Buying an additional card. You can ask for an extra card when you buy your card if this service is available. Don’t give the extra card to anyone else: it is only for you to use as a backup in case your original card is damaged, lost or stolen.
Using the card. You can use your card to buy goods and services (for example, at shops, restaurants and online), and to withdraw cash at cash machines.
Prohibited use. Restricted countries. There are some countries and regions where the use of the card is currently prohibited. If you attempt to withdraw cash from a cash machine or use your card in a shop to buy goods or services in any of these countries or regions, your request will be declined. Visit the website for a list of countries and regions with restrictions. See website details in the “Contact us / More information” section.3. Fees and limits
The fees that apply to your card or to the services are as follows.
Getting started/adding money
No fee charged for buying your card
Additional card fee
Fee charged for getting a backup card, where available
Top-up fee (Pound Sterling wallet)
Fee charged when you top up your Pound Sterling wallet, regardless of payment method. Like a commission fee
Top-up fee (foreign currency wallet)
No fee charged when you top up your foreign currency wallet, regardless of payment method.
Currency transfer fee
No fee charged for moving money between wallets. Foreign exchange rate applies, varies each day
Spend money/get cash
Fee for paying with the card
No fee charged for paying with your card, whether at retailers or online. Some retailers may charge their own fee
Fee for cash machine withdrawals
£1.50 / €1.75 / US$2.30 / AU$2.30 / CA$2.40 / NZ$3.00 / ZAR20.00 / TRY5.40 / CHF2.20 / AED8.00/
JPY250.00/ TBH60.00/ HKD15.00/SGD2.50
Fee charged for withdrawing cash at a cash machine. Some operators may charge their own fee
Get your money back
Cash-out fee at a branch
Fee charged for cashing out your card before the card expires, or after a period of 12 months after the expiry date
Cash-out fee when calling Card Services
£2.00 per month
Fee charged after an 18-month period of you not using your card. You will not be charged if you top up your card or if you use your card to pay for transactions or withdraw money at a cash machine (this is what we mean by “using your card”). You will be charged an inactivity fee after your card has expired or your agreement with us has ended. No fee charged if you have a zero balance
Foreign exchange fee
5.75% of the transaction value
Fee charged for using your card for a transaction in a currency which is not available on your card, or when you don’t have enough balance in the transaction currency and the rest is taken from another currency wallet
Replacement card fee
No fee charged for getting a new card if you lose your card, or it is stolen or damaged (where this service is available in your location)
Foreign exchange transactions – How do they work?
There are some instances when a foreign exchange rate applies even though your card has foreign currencies on it. When we talk about “usual wallet order” in the table explaining how foreign exchange works, we mean that if you don’t have enough of the relevant currency on your card to cover your transaction, the card will automatically select the next available currency wallet to make a payment, in the following wallet order: Pound Sterling, Euro, US Dollar, Australian Dollar, Canadian Dollar, New Zealand Dollar, South African Rand, Turkish Lira, Swiss Franc, Emirati Dirham, Mexican Peso, Polish Zloty, Czech Koruna, Swedish Krona, Japanese Yen, Thai Baht, Hong Kong Dollar and Singapore Dollar .
Foreign exchange rates can fluctuate and the rate that applies one day will not necessarily be the same on any other day. The foreign exchange rates may also change between the time you make a transaction and the time it is processed and billed to your card. Where we refer to a Mastercard foreign exchange rate, this is the rate set by Mastercard and it may vary throughout the day. You can check the foreign exchange rates and how they compare to the European Central Bank rates at: www.travelprepaid.mastercard.com/rates
Remember: the services described in this agreement and in the table may not always be offered, depending on the card you have, where you bought it and whether a specific service is available. You can find out more about the services available (for example, where to top up the card or get your money back) in the card pack, online, or by calling us.
How/which exchange rate
Getting started/adding money
Load/top up at a branch
Load/top up online or via the mobile app
You make a payment in Pound Sterling, and the payment is converted into any of the available currencies of your choice
Ask the branch before you load/top up the card.
If you load/top up online or via the mobile app, you will get the rate before the load/top-up happens
Moving money between currency wallets
You move money from one currency wallet to another
You will get the applicable exchange rate before you move your money between currency wallets
Spend money/get cash
Using your card to buy goods and services (for example, at shops, restaurants and online), and to withdraw cash at cash machines.
You are paying in a currency different to the available currencies on the card
you don’t have enough of the currency available on the card to pay
We will convert the amount into the next available currency on the card in the usual wallet order.
The rate used is the Mastercard foreign exchange rate, plus the foreign exchange fee
You are withdrawing cash at a cash machine and you don’t have enough of the currency available to withdraw cash and to cover the cash machine withdrawal fee
We will charge the Pound Sterling fee for cash machine and convert it in the usual wallet order.
The rate used is the Mastercard foreign exchange rate, plus the foreign exchange fee
Get your money back
Cash out at a branch or by calling Card Services
You have a balance on your card in a non-Pound Sterling amount, and we give you your money back in Pound Sterling
The non-Pound Sterling balance is converted into a Pound Sterling amount.
We will tell you the rate before you get your money back in Pound Sterling (when calling Card Services)
Ask the branch for the rate before you get your money back (at a branch)
Refund or credit
You are entitled to a refund or credit in a currency that is not available on the card (for example, an Indonesian Rupiah transaction where you have used Pounds Sterling to pay), or where you used more than one currency wallet to pay
We will convert the amount of the refund or credit (Indonesian Rupiah in our example) into a Pound Sterling amount. The rate used will be the Mastercard foreign exchange rate
You don’t have enough Pound Sterling currency available to pay the fee
We will convert the inactivity fee into a non-Pound Sterling currency on your card in the usual wallet order. The rate used will be the Mastercard foreign exchange rate
There are some limits placed on your card. The limits table shows the limits for using your card. The limits are given in Pound Sterling, but they include all the currencies loaded on to the card. Some operators or retailers may set their own limits, which may be less than the amounts below.
Minimum amount you can load or top up
Maximum amount you can withdraw from a cash machine in 24 hours
Maximum amount you can spend at retailers in 24 hours
Maximum amount you can have on your card at any one time
Maximum amount you can load in total in a 12-month period
Maximum number of active card accounts you may have at any one time
If you have a contactless card - there is a limit per transaction when you make contactless payments. Please see the website for more details.4. Using your card
You can’t use your card:
- for money transfers (for example to send money to someone else);
- for buying goods or services from adult or gambling internet sites or shops;
- for recurring payments, such as subscription fees to online streaming services.
Not recommended. We don’t recommend using your card as a guarantee of payment; for example, as a deposit for hotels, cruise lines or car rental. As these retailers will not know how much your final bill will be, they will estimate it and place a hold on the estimated amount. If you choose to use your card as a guarantee of payment, you will not be able to access or spend the amount the retailer estimated during the hold period. We will release any relevant funds held, as soon as the retailer allows us to do so.
Payments at bars, restaurants and automated petrol pumps
When using your card:
- at certain retailers, including bars and restaurants, and you don’t authorise the transaction with chip and PIN or via the contactless method - you will need to have a card balance equal to the bill amount PLUS up to 15%;
- to buy goods or services at certain retailers; for example, to buy fuel at an automated fuel pump you must have a minimum balance on your card.
This is to ensure there are sufficient funds available to cover the final cost of the transaction (and any tips) and to reduce the risk of a negative balance on your card. For more information, please refer to the website.
If your actual spend is less than the additional amount added, it may take up to 7 days from the date of the transaction before the difference is available to spend. We will only deduct the actual final bill amount from your card.
Toll booths, car park vending machines and in-flight payments
You may not be able to use your card at some toll booths, car park vending machines and on-board cruises or planes. This is because some of these retailers cannot obtain an online authorisation from us.5. Your transactions
If you want to make a transaction using your card or card details, you will need to authorise it by using your card, or another device such as a mobile phone, a PIN number, your signature or other security code, password, biometric data such as facial recognition or other personal identifier, or a combination of these, to confirm your identity. Where contactless is available, you can also authorise a transaction by tapping the payment terminal with your card or device. We can’t cancel or stop a transaction once you have authorised it.
Make sure you have enough balance on your card before you make a transaction. We will debit the balance on your card for each transaction amount plus any applicable fees and charges. If, for any reason, you make a transaction for any amount greater than the balance on your card, you must repay us for the shortfall plus any applicable fees within 30 days of us asking you. If you have other cards with us, or other currencies available in your card wallets, we may use any money on those cards or wallets to pay the shortfall.
If we have added money to your card by mistake, we will immediately deduct the money from your card once we are aware of the mistake. We will tell you about the mistake and the amount we have deducted as soon as possible, although this may be after we have deducted the money from your card. If you have used or withdrawn the money, you must pay it back to us as soon as we have told you about the mistake.
Your balance and transaction history are available for you to view online or via the mobile app (see details in the “Contact us / More information” section). If there have been transactions on your card in the previous month that affect the card balance, we will send you a monthly email until the card expires or is closed, to remind you that there are transactions to view in My Account or via the mobile app. Alternatively, you can call us to request a copy of your transaction history to be emailed to you.
Third party providers. If you are registered for My Account or via the mobile app, you can choose to let a third-party provider, called an account information services provider (or AIS for short), access account information on your My Account or via the mobile app to allow you to see your accounts with other providers like banks and card issuers in one place. The AIS must be authorised by the relevant regulatory authority. Please check the website for more information. See website details in the “Contact us / More information” section.
If you want to allow an AIS to access your account information in your My Account or via the mobile app, you must first give your consent for us to arrange for secure access to be given to that third party provider. If we are concerned about the security of your My Account, the mobile app, or your card, or we suspect that your My Account or the mobile app is being used for, or in connection with, any fraudulent, grossly negligent or unauthorised purposes, we may refuse to allow an AIS access. If we refuse access and we are allowed under relevant laws and regulations, we will tell you as soon as we can by phone or email.6. Security
Help us keep your card secure and your details safe.
- Sign the back of the card as soon as you receive it.
- Keep the card, PIN and security details secret and safe. Memorise your PIN and other security information. Don’t record the security details or PIN on anything carried with the card.
- Never allow anyone else to use the card. Don’t tell anyone the PIN and security details, not even us.
- Only reveal the card number on the front of the card to make a transaction, to report a loss or theft of the card by phone, or if we ask you to.
- Keep any additional card safe.
We may need to contact you urgently if we suspect that your card is being used in connection with fraudulent or illegal activities (where we are allowed to under relevant laws and regulations) or if we experience a security threat or incident. When we contact you, we will also give you information on how you can minimise any risk to your card depending on the nature of the security threat. We will use the same contact details that you have already provided us with. You must inform us immediately if your personal details or contact information change.7. Lost or stolen
If your card or card details are lost or stolen, or if you think they have been misused, or if you suspect someone else knows your PIN or security details, don’t delay telling us - you must call us as soon as possible so that we can block your card. You can find information about the contact telephone numbers in the “Contact us / More information” section. We will ask you to confirm details of any loss, theft, or misuse, and you must give us all the information you have about it. You must also assist us with any police enquiries.
Will I get the money back? As long as you have notified us without undue delay of the loss, theft, or unauthorised use, the maximum amount you will will be liable for is £35, unless we think that:
- you have acted fraudulently, or;
- you have intentionally or with gross negligence failed to use the card in accordance with these terms, or;
- you have intentionally or with gross negligence failed to take reasonable steps to keep the personalised security details safe.
You will be liable for the entire loss and we will not refund any unauthorised transaction if any of the above apply. In case of contactless payments (or any other payment transactions that do not require the use of strong customer authentication), you will not be liable unless you have acted fraudulently.
You will not be liable for any transactions on your card which happened after you told us that it had been lost or stolen.8. Refunds
Disputes. You will need to contact or go back to the retailer if you have a dispute concerning the provision and/or quality of goods or services bought from them with the card, as we won’t be able to refund you unless the retailer agrees to it.
If you have agreed that a retailer can take payment from your card, we will only be able to give you a refund if all the following conditions apply:
- you didn’t know the exact amount you were paying when you agreed to the payment; and
- the amount charged exceeds the amount you reasonably expected to pay, taking into account your previous spending pattern; and
- you ask us for a refund within 8 weeks of the date the amount was debited from your card.
You must also give us any additional information that we ask for, that is reasonable for us to investigate whether you are entitled to a refund.
Help – I don’t recognise a transaction in my transaction history! You should check your transaction history regularly. If you notice an error or a card transaction that you do not recognise, you must tell us as soon as possible and, in any event, no later than thirteen (13) months from the date of the transaction debit date.
We will refund any unauthorised transaction no later than the end of the next working day, unless we have reasonable grounds to believe that either you authorised the transaction or you are not entitled to a refund. We may also ask for additional information to help us investigate.
We will not refund any unauthorised transaction if we think that:
- you have acted fraudulently;
- you have intentionally or with gross negligence failed to use the card in accordance with these terms;
- you have intentionally or with gross negligence failed to take reasonable steps to keep the personalised security details safe, or;
- you have failed to notify us without undue delay.
Even if we have refunded you for any transaction, we may later deduct the amount refunded from your card, if after further investigation we conclude that you authorised the transaction or you were not entitled to a refund or you acted fraudulently.9. Termination and suspension
I bought my card online. If you bought your card online, you can call us to cancel your card up to 14 days after you have received confirmation of your purchase – this 14-day period is known as the “cooling-off period”. We will not charge you a cash-out fee if you cancel our agreement during the cooling-off period. You will not be entitled to a refund of money you have already spent on transactions authorised or pending, or any fees connected with the use of your card before it is cancelled. The foreign exchange rate used at the time the refund takes place may not be the foreign exchange rate that you got when you loaded your card. We will make the repayment to a UK bank or UK building society account in your name as soon as possible and in any event within 30 days.
My card has expired. There is an expiry date on your card. The agreement will automatically terminate on the expiry date, and you will not be able to use your card if it has expired. Make sure you make a request to get any balance back as we do not do this automatically. Check the “Get your money back” section on how to do this.
You may end this agreement at any time by calling or emailing us.
We may end this agreement at any time, and we will let you know by email at least 2 months in advance.
We may suspend your card or end this agreement immediately for the following reasons:
- We suspect that your card is being used for, or in connection with, any fraudulent or illegal activities.
- We have reason to believe that you have used, or intend to use, your card in a grossly negligent manner or for fraudulent or other unlawful purposes.
- You have seriously or on several occasions broken the terms and conditions of our agreement.
- We must do so to comply with any law or regulation or other duty applicable to us.
Where we are allowed under relevant laws and regulations, we will let you know immediately before or immediately afterwards that we are suspending your card or terminating the agreement. We will use the same contact details which you have already provided us with.
Once your agreement has ended, you will no longer be able to use your card. You will lose your right toany balance on your card if you make a request to get any money back more than 6 years after your agreement has ended.10. Get your money back
You can get all or some of your money back at any time unless you ask for it 6 years or more after your agreement has ended.
At a branch. You can get the balance on your card back in Pound Sterling.
By calling Card Services. You can get the balance on your card back in Pound Sterling or in a currency that you have on your card. We will only make the repayment to a UK bank or UK building society account in your name. Your bank or building society may apply their own exchange rate to convert the amount into Pound Sterling if you choose to get the balance on your card in a currency other than Pound Sterling.11. Changes
We may make changes to the agreement, including the fees and limits. If we make a change, we will notify you by email at least 2 months before the change is implemented. We may give you less notice if we are required to make a change due to a change in law or regulation by a particular date, and there isn’t enough time to give you 2 months’ notice. We will make the latest version of the agreement available online.
You must contact us before we implement the change if you do not want to continue with the agreement as a result. You will be able to get your money back and we won’t charge you a cash-out fee, but you must contact us before the change takes place. If you don’t, we will assume that you have accepted the new terms.12. Contact us / More information
Contact us. You can contact us in several ways:
When at home, call freephone 0800 028 2437
When abroad, call one of the numbers listed at www.ramsdenscurrency.co.uk/travel-card
Email us at firstname.lastname@example.org. For security reasons, the Card Services team cannot discuss account specific information via email.
For more information and to check your card balance and transaction history, download the Ramsdens Multi Currency Card mobile app or visit the website at www.ramsdenscurrency.co.uk/travel-card
I need to make a complaint. You should call us in the first instance as we aim to try and resolve any problems as quickly as possible. You can also email us or write to us – we have a detailed complaints procedure on the website which tells you where and how to make a complaint. We will try to resolve your complaint within 15 working days of receiving it, and in special circumstances within 35 working days (and we will let you know if this is the case).
In the unlikely event you are not satisfied with the way we have dealt with your complaint or the outcome of your complaint, you may be able to refer it to the UK Financial Ombudsman Service. This is an independent body established to deal with complaints that consumers and financial businesses can’t resolve themselves.
UK Financial Ombudsman Service details:
Address: Exchange Tower, London, E14 9SR, United Kingdom
Telephone: 0800 023 4567 or +44 20 7964 0500
We will not be responsible for any loss arising from:
- anything which results from abnormal or unforeseen circumstances, consequences which were unavoidable despite all our efforts to the contrary;
- a retailer refusing to accept your card or the way a retailer processes your transaction;
- your disputes with a retailer concerning the provision and/or quality of goods or services bought with the card;
- any issues with cash machines;
- our obligation to meet our legal and regulatory requirements.
We will only ever communicate with you in English.
The laws of England and Wales apply to this agreement, and any disputes can be dealt with by an English or Welsh court.
We may transfer to any other person any of our rights and duties under this agreement at any time. We may do this without telling you. Your rights under this agreement will not be affected. You won’t be able to transfer any rights you have against us to anyone else.14. Personal data – How we handle your personal data
Please consult our privacy notice, which is available on the website for information about how we handle your personal data. (See details in the “Contact us / More information” section).
Braille and large print. These terms and conditions are also available in large print and braille. Please call us for a copy.