Terms and Conditions for the PaysafeCard Mastercard® Card
Version: 06/2023 - UK
In accordance with these terms and conditions (the "T&Cs"), customers who have a valid contract relating to the use of a PaysafeCard account are entitled to apply for, receive, and use, a PaysafeCard Mastercard card (the "Card"). These T&Cs, together with the PaysafeCard account terms, regulate the rights and duties of both parties relating to the use of the Card. In the event of any conflict between these T&Cs and the PaysafeCard account terms, the former shall come first.
Please read these T&Cs carefully as they contain important information about your rights and duties relating to your Card. Furthermore, you are obliged to use your Card in accordance with these T&Cs. You will find detailed instructions describing how to use your Card on PSC's website at https://www.paysafecard.com ("PSC Website"). You must follow these instructions when you use your Card.
1. General Information
1.1. The Card is issued by Prepaid Services Company Ltd. (referred to below as "PSC Ltd.", "PSC", or "We"), under the Mastercard International Incorporated licence. The registered office of PSC is at First Floor, 2 Gresham Street, London, EC2V 7AD, United Kingdom (company number 05761861). PSC renders its services on the basis of a licence to issue electronic money granted by the UK Financial Conduct Authority (FCA) and is thus subject to the supervision of the FCA (FCA registration number 900021).
1.2. The obtaining, using, and cancellation of the Card, and also matters relating to the redemption of electronic money kept on it, are subject to these T&Cs, which shall constitute the contract between PSC and the customer. The language of the contract is English. The T&Cs are supplied to the customer in English. Communication with you will be primarily conducted in English, but you can also choose one of the supported other languages provided for your request. Documents or communications in languages other than English are for convenience only and shall not constitute an obligation for us to conduct any further communication in that language. By applying for the Card, you agree that these T&Cs shall apply. The most recent version of the T&Cs is available under "T&Cs" on the PSC Website.
Note:you will not earn any interest on the electronic money stored on your Card. By accepting these T&Cs you acknowledge that the UK Financial Services Compensation Scheme (FSCS) does not apply to any electronic money held on your Card.
2. Applying for your Card and Conclusion of Contract
2.1.Every owner of a PaysafeCard account with status "Unlimited" can apply for a maximum of one (1) card in the PaysafeCard Mastercard area in your PaysafeCard account. The prerequisites for this are that your PaysafeCard account is not blocked and that it contains sufficient funds for payment of the first annual fee (for more information, see Section 10). We are entitled to request you to provide written proof of your identity and your address when you are applying for a card.
2.2.People who are still under 18 years of age also require approval in writing from a parent or guardian. You will find the appropriate form for doing so on the PSC Website.
2.3.By applying for the Card in the PaysafeCard Mastercard area of the PSC Website, you submit an application to PSC to conclude a contract on the basis of these T&Cs, which you specifically agree to comply with. Furthermore, you must confirm that you are the authorised user of the PaysafeCard account to which the Card is linked. After these requirements have been checked, you will be sent a confirmation, by e-mail, stating that your application has been successful. The annual fee for the first year is deducted from your PaysafeCard account upon successful completion of the registration process.
2.4.Right to cancel: You are entitled to withdraw from these T&Cs and terminate the contract, with immediate effect, and without having to provide a reason, within 14 days of receiving the Card. No fee will be charged for doing so. You must inform PSC specifically of your withdrawal from the T&Cs by contacting us at https://www.paysafecard.com/contact. PSC is entitled to charge the agreed fees in relation to services provided to
you during the withdrawal period. If you withdraw from the contract, you must destroy the Card immediately and confirm that you have done so, in writing, to PSC. You must not continue using the Card.
3. Receipt and Activation of the Card
3.1.The Card is issued in GBP. The Card will be sent out to customers approximately 14 days after your application to open a PaysafeCard account has been successful and these T&Cs have come into force.
3.2.Persons who are under 18 years of age when they apply for a card for the first time, or apply for a new card, will be sent a PaysafeCard Mastercard Youth Card. This card cannot be used to purchase non-age-appropriate products and has specific limits. You will find more detailed information about this in the PaysafeCard Mastercard area of the PaysafeCard account on the PSC Website.
3.3.The Card is not active when it is sent out. To activate your Card, input the last 4 digits of the Card number into the relevant field in the PaysafeCard Mastercard area of the PaysafeCard account on the PSC Website for which you have applied for a card. You must then request the four-digit PIN you will need to make card payments at terminals operated by companies which accept this card. A text message containing the PIN will be sent to the mobile telephone number stored in your PaysafeCard account.
Note: please check whether this mobile telephone number is still correct. If necessary, correct the number so you can continue activating the Card.
3.4.Your first name and last name are shown on the Card, as is the Card's expiry date. If any of the personal data on the Card is missing or incorrect, please contact PSC immediately via the contact options which can be found at www.paysafecard.com.
4. Transfer/Ownership of the Card
You are not entitled to transfer the Card to a third party. The Card remains the property of PSC. You do not have the right to retain the Card.
5. Card Validity and Exchange
5.1.The Card's period of validity is displayed on the Card itself. You will be sent a new card, which is valid for a further two years, before your current card reaches its expiry date. However, your existing card must have sufficient funds available to cover the annual fees for a new card before a new card can be issued when the validity period expires. PSC is entitled to deduct the annual fee for the following year from your available funds one month before the start of that year. If you do not provide sufficient funds for a renewal by the end of the month in which the existing Card expires, the Card will be cancelled automatically and any remaining funds transferred to your PaysafeCard account.
5.2.Once the new card has been activated, it must, if required, only be used for payments with the PIN you received as part of the Card activation process.
5.3.If you request a replacement card before your original card's expiry date, you must pay PSC a fee for this replacement card, as specified in Section 10. However, you are not liable for this charge if the Card has to be replaced due to a defect for which PSC is responsible, or for any other reason which requires the Card to be replaced, which can be attributed to PSC.
6. Loading the Card
6.1.The Card can be loaded with a maximum of 4,000 GBP. The maximum limit for loading a PaysafeCard Mastercard Youth Card is 750 GBP. Money can be loaded onto the Card through the PSC Website from the PaysafeCard Mastercard area of the PaysafeCard account to which the Card is linked. Once money has successfully been loaded into your PaysafeCard account, the amount of funds available on the Card is increased by the amount transferred to it from your PaysafeCard account. The funds are then immediately available to you. The minimum amount that can be loaded onto the Card per transaction is 1.00 GBP.
6.2.PSC reserves the right to introduce new options for loading the Card, and to remove existing options, as necessary. If the removal of existing loading options, or the introduction of new loading options are not already covered in these T&Cs, you will be informed about these changes (including the applicable conditions and fees).
6.3.If a reversed payment to the Card results in a negative balance on the Card, you are required to resolve this situation immediately. The balance on the Card must be put back into credit immediately, without prompting by PSC. PSC reserves the right to deduct funds from your PaysafeCard account to clear the negative balance on your card.
7. Using the Card
7.1.You are entitled to use the Card to make payments, up to the limit of your available electronic money funds, to any merchants that accept Mastercard. The PaysafeCard Mastercard Youth Card cannot be used to pay for non-age-appropriate products.
7.2.If the funds available on your Card at the time a transaction is performed are insufficient to pay the transaction amount, and the fees this involves (as stated in Section 10 in these T&Cs) (the transaction amount and fees together referred to as the "Transaction Amount"), the transaction will be rejected. You must also bear in mind the existing transaction limits. These can be accessed at any time through the PSC Website in the PaysafeCard Mastercard area of the PaysafeCard account.
7.3.Restrictions on the use of Mastercard may mean that this card cannot be used in some countries, although a merchant may display the Mastercard Logo. PSC does not guarantee that the Card can be used as a means of payment to any individual merchant.
7.4.To verify a customer's identity, the merchants are entitled to ask you to show a legally approved form of photographic ID as part of the payment transaction. The Card cannot be used to pay for services arising from legal transactions which infringe a legal prohibition.
7.5.Once a payment has successfully been made, the transaction amount is deducted from the credit amount available on your Card. If the Transaction Amount is not deducted immediately, we reserve the right to deduct this amount at a later point in time.
8. Customer Payment Instructions
8.1.Before using the Card to make a payment, you must check the invoice amount to ensure it is correct. If a signature is required, your signature must match the signature shown in the signature field on the reverse of the Card.
8.2.By providing the Card data, presenting the Card, signing the payment transaction document, or entering your PIN, or by any other use of the Card with the intention of payment e.g. contactless payment by tapping the Card on a point of sale terminal reader (Near Field Communication), you give PSC your irrevocable consent to making the payment to the particular merchant. PSC will then follow that instruction in good faith. You agree to reimburse PSC for the specified amount, and for any fees incurred by the transaction, as specified in Section 10 of these Terms and Conditions, without raising any objections to PSC about the underlying transaction.
9. Information about Specific Payment Transactions
9.1.PSC shall immediately supply you with all available information about the transactions carried out under the contractual relationship (loading, payments, cash withdrawals), the Card balance, any fees incurred as part of the contractual relationship, the date of transmission or receipt (the debit or credit value date) and where applicable any exchange rate used. This information will be provided on the PSC Website in the PaysafeCard Mastercard area of your PaysafeCard account. Each transaction is given a unique transaction ID and shown in the transaction history. You should quote this transaction ID when communicating with us about a particular transaction. You should check your Card balance and transaction history regularly. You should report any irregularities or clarify any questions you have as soon as possible by contacting PSC customer service via the contact options which can be found at www.paysafecard.com. PSC will not alter or amend information displayed in your online transaction history.
9.2.You can view this history information at any time. In addition, PSC will send you an e-mail notification every month reminding you to log into the PaysafeCard Mastercard area of your PaysafeCard account on the PSC Website and download in a pdf file and/or print this information, to enable you to store and reproduce this information in an unchanged form. You therefore consent to view and call up this information in electronic format.
10. Fees
Annual fee: 8 GBP.
Card replacement (lost, theft, damage): 4 GBP.
Exchange rate fee: An exchange rate fee of 3% of the total transaction amount will be charged for transactions performed in currencies other than the GBP. In addition, a further 1% of the transaction amount will be reserved to compensate for fluctuations in the exchange rate up until the transaction has been confirmed by you.
Cash withdrawals: A fee of 3% (minimum amount 3 GBP) will be charged for every cash withdrawal. Payments made in foreign currency will be converted using the appropriate exchange rate. The latest exchange rates can be viewed at https://www.mastercard.us/en-us/personal/get-support/convert-currency.html
Card loading: For each upload of the Card a card loading fee in the amount of 4% of the total transaction volume will be charged.
Redemption fee: 6 GBP.
You explicitly confirm that all fees and expenses involved in replacing your card may also be deducted from your personal PaysafeCard account.
11. Exchange rate for Foreign Currency Transactions
11.1. For transactions in foreign currencies (for example if the currency charged by a retailer is different from the Card currency or if you use your Card to make a payment abroad in a foreign currency or in case of cash withdrawals in foreign currency), the transaction amount will be converted into the Card currency at the exchange rate which can be found here: https://www.paysafecard.com/mastercard-exchange-rates/.
11.2. You will be informed via automatic electronic notifications (such as SMS, email or push notifications through app) about the currency conversion charges applied to the respective transactions. You have the option to unsubscribe from receiving such notifications.
11.3. The day on which the currency conversion is performed is the day on which PSC receives the request for payment from the merchant. If this day is a Saturday, Sunday or statutory holiday, the request will be processed on the next working day. This is the date that will appear on your statement of transactions.
12. Card Security
12.1. When using your card, you must ensure you comply with all the terms and conditions of its issue and use, as stated in these Terms and Conditions. As soon as you receive the Card, you are required to take all necessary measures to protect the Card and its PIN against any unauthorised access.
12.2. In particular, you are obliged to sign the Card's signature field immediately after receiving the Card. The Card must also be kept in a safe place, separately from the PIN. Do not keep the Card anywhere where third parties might have easy access to it. Do not store the Card together with its PIN. Do not write down the PIN on the Card. Do not give the Card, or its data to any third party you cannot identify as being an accredited merchant. Under no circumstances should you let anyone
12.3. else know the PIN for the Card. When using the PIN and the Card data, take care to ensure that no-one else can eavesdrop or find out this information.
12.4. If you notice that your card or card data has been lost, stolen, misused, or used in any other unauthorised way, you must contact PSC without undue delay via the contact options which can be found at www.paysafecard.com. Any undue delay in notifying us may not only affect the security of your PaysafeCard account but may result in you being liable for any losses as a result where your failure to notify us is intentional or grossly negligent. If you suspect that your PaysafeCard account was accessed by someone else, you should also contact the police and report the incident.
Note:PSC staff will never ask you for your PIN! In general, never let anyone else know your PIN.
13. Blocking the Card
13.1. PSC is obliged to block the Card when requested to do so by you ("blocking notification").
13.2. PSC is also entitled to block the Card if there is a justified reason to do so, such as the suspicion of misuse or fraud. If permissible, PSC will inform you of a block before it is applied, and the reasons for this. If it is not possible to inform you before the block is put in place, you will be informed immediately afterwards. Finally, the Card can be blocked if your PaysafeCard account is blocked.
13.3. The use of a locked card is not permitted. If the PIN is entered incorrectly five times on the same day at a terminal (ATM or payment terminal), no matter where, or who is operating that terminal, the PIN verification functions will prevent this card being used any further on that day as a security measure. In the situations described above, and depending on the terminal operator, the operator can also withhold a card. However, you will be informed before this happens. In addition, Mastercard merchants are entitled to retain blocked cards. Where your card is retained for security reasons you will be liable for the relevant fee for issuing a replacement.
13.4. If PSC thinks your PaysafeCard account is at risk of fraud or a security threat, PSC will use the fastest and most secure way of contacting you using the details you have provided to tell you what you need to do to help deal with that risk.
14. Your Liability
14.1. You shall inform PSC without undue delay if you notice that an unauthorised or incomplete payment transaction has been carried out using your PaysafeCard Mastercard using the contact details provided at https://www.paysafecard.com. Claims and objections relating to unauthorised and incomplete payment transactions shall be excluded if you do not notify PSC within 13 (thirteen) months from the day that an unauthorised or incorrectly executed payment transaction has been made from your Card's credit balance.
14.2. In the case of an unauthorised payment or a payment that was incorrectly executed due to an error by us, we shall, as soon as practicable, refund the payment amount including all fees deducted therefrom. This shall not apply:
14.2.1.where the unauthorised payment arises from your failure to keep your Card or PIN safe in accordance with Section 12 of these Terms and Conditions, in which case you shall remain liable for the first £35 GBP unless Clause 14.2.3 applies;
14.2.2.if you fail to notify us without undue delay of any loss of your password or other event that could reasonably be expected to have compromised the security of your PaysafeCard after you have gained knowledge of such event in which case you shall remain liable for losses incurred until you notify us;
14.2.3.if the transaction was unauthorised but you have acted fraudulently or compromised the security of your PaysafeCard with intent or gross negligence, in which case you shall be solely liable for all losses; or
14.2.4.if you fail to dispute and bring the unauthorised or incorrectly executed transaction to our attention within 13 months from the date of the transaction.
14.3.Unless you have acted fraudulently, Clause 14.2.1 shall not apply to transactions made after you have notified us in accordance with Clause 12.3, or where we have failed to provide you with appropriate means for notification, in which case we shall remain liable under Clause 14.4 and refund any unauthorised transaction to you as soon as practicable.
14.4.In the case of any incorrect or misdirected payment, we shall take reasonable measures to assist you with tracing and recovering such payments.
14.5.Subject to the foregoing, we shall not be liable for any disruption or impairment of our service or for disruptions or impairments of intermediary services on which we rely for the performance of our obligations hereunder, provided that such disruption or impairment is due to abnormal and unforeseeable circumstances beyond our reasonable control or the control of the intermediary affected.
15. PSC's Liability
PSC cannot guarantee a merchant will accept payments from a PaysafeCard account, or that PSC will authorise any particular transaction. This may be because of a systems problem, something outside PSC's reasonable control, or because PSC are concerned that the PaysafeCard account is being misused. Accordingly, PSC shall not be liable in any event that a merchant refuses to accept payment from a PaysafeCard account, or if PSC does not authorise a transaction, or if PSC cancels or suspend use of the PaysafeCard account, to the extent permitted under these T&Cs and the law. Unless otherwise required by law, PSC 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 PaysafeCard account, or the use of your PaysafeCard account by any third party. PSC will also not be liable for any losses or expenses incurred by you arising from PSC's compliance with legal and regulatory requirements. In the event that you do not use the PaysafeCard account in accordance with these T&Cs or PSC find that you are using the PaysafeCard account fraudulently, PSC reserves the right to charge you for any reasonable costs that PSC incurs in taking action to stop you using the PaysafeCard account and to recover any monies owed as a result of your activities.
16. Reimbursement of Payments
You accept that payments made to a merchant with your card will, if refunded, be refunded as a credit to your card.
17. Redemption
17.1.You shall be entitled to request the redemption of electronic money held on your card (either the full amount or a part thereof) at any time by providing PSC with your card number, the sum of electronic money to be redeemed, your full name (first name and surname), a legible copy of your official photo ID and details of your domestic bank account (including the IBAN and BIC) to which the amount is to be transferred. You will find a more detailed description of the contact options on the PSC website.
17.2.For the purpose of compliance with statutory provisions, PSC shall be entitled and obliged to ask you to confirm your identity before the application for redemption can be processed. In connection with the redemption transaction, you agree that PSC will verify your identity before redeeming the amount, to prevent fraud and to comply with anti-money laundering regulations and other legal requirements.
17.3.There is no minimum amount for redemption of electronic money, but there must be enough electronic money in the account to cover the fees due when the redemption is made. The fees stated under Section 10 will be charged for a redemption made during the term of the contract and after expiry of the one-year period after the end of the contract. Any redemption within one year of the end of the contract shall be free of charge.
Note:the right to request redemption of electronic money shall elapse after six (6) years of the end of the contract.
17.4.No redemption will be made to you in connection with a promotion/advertising campaign unless the sums involved are electronic money.
Note: in accordance with the provisions of these T&C, PSC is entitled to charge a redemption fee either during the contract or starting one year after termination of the contract.
18. Notifications to you
18.1.PSC shall send every notification (including legal and commercial notifications) to you at the contact details you have provided to PSC. You shall be responsible for informing PSC without delay of any changes to your address, telephone number, mobile phone number or e-mail address. You can do this either by changing the details under “My data” in your PaysafeCard account on the PSC Website or by contacting the customer centre via the contact options which can be found at www.paysafecard.com. PSC accepts no liability if you fail to inform us of changes to your contact details, as required.
18.2.PSC will regularly send you information about your card, security issues, and important events that affect your card, etc. By accepting these T&Cs you consent to receive such information by e-mail or text message. Furthermore, PSC will inform you about advertising and promotional campaigns, special agreements, etc., if you have agreed to regularly receive such information. You may alter your consent options at any time by following the applicable data protection provisions located at https://www.paysafecard.com/.
19.Data Protection
You will find more detailed information about how we use your personal data in the Privacy Notice which can be found on our Website.
20.Term and Termination of Contract
20.1.The contract between PSC and you concerning the use of the Card shall apply for an indefinite period of time. You are entitled to terminate this contract at any time, by giving one month's notice and sending a written request for termination to PSC. If there is a serious cause, or if PSC makes you aware of any change to the T&Cs as specified in Section 21, which gives you the right to terminate the contractual relationship with immediate effect. Any existing obligations you have are not affected by the cancellation of the Card and must still be fulfilled.
20.2.PSC is entitled to terminate the contractual relationship at any time by giving two (2) months notice by e-mail to the e-mail address provided by you. This does not affect PSC's right to terminate the contract due to an important reason.
20.3.The Card contract automatically comes to an end when the contractual relationship for the use of the PaysafeCard account to which the Card is linked is also terminated.
20.4.The Card becomes inactive as soon as the contractual agreement is terminated. PSC shall refund to you any credit balance held on the Card at the time the contract is terminated, minus any payments due, in particular fees due as defined in Section 10 (Fees). Any proportion of annual fees that have already been paid will also be refunded to you, subject to the applicable refund fee. In this respect, you must comply with the steps specified for redemption described in Section 17 (Redemption).
21.Amendments to the T&Cs
21.1.PSC is entitled to amend these T&Cs provided you are given written notification of the intended amendments not later than two (2) months before the date on which they are scheduled to apply. This notification shall be sent by e-mail to the e-mail address stored in the PaysafeCard account. The parties agree that, unless you object to the proposed amendments in writing before the date on which they are scheduled to come into force, you will be deemed to have consented to these amendments, which shall become an effective part of the contract.
21.2.You are entitled to terminate the contract with PSC, without notice, prior to the date on which the amendments enter into force. In the offer regarding the amendments to the contract, PSC shall inform you about the
consequences of failing to object to the amendments, and about your right to terminate the contract free of charge, and without notice. For further information about the procedure for terminating the contract, please refer to Section 20. PSC guarantees to you not to limit our own major obligations under this card contract by using this procedure.
21.3.Exchange rate changes shall become effective immediately and without prior notice, provided they are based on the agreed reference exchange rates. Any simple enhancement of functionality, introduction of new services, or change of payment methods or merchants, shall not be deemed an amendment to the contract.
21.4.The extension of the functionality, the implementation of new services or a change regarding the method of payment or the contract companies is not a change of this card contract.
22.Assignment of the Contractual Relationship
22.1.PSC is entitled to assign rights and duties under this contract with you and under these T&Cs to another company which has the appropriate licenses to fulfil the obligations stated in this contract, at any time. In this case your rights will not be impaired.
22.2.PSC shall inform you about the intended assignment of the contract at least two (2) months in advance. You shall be entitled to terminate the contract with PSC with immediate effect before the date envisaged for the assignment. PSC shall inform you about the consequences of failing to object to the assignment, and about your right to terminate the contract free of charge, and without notice. For further information about the procedures for terminating the contract, please refer to Section 20.
23.Applicable Law/Complaints
23.1.This contract and the pre-contractual relationships are subject to laws of England and Wales. You and PSC each submit to the exclusive jurisdiction of the courts of England and Wales. If any clauses or parts of clauses are ineffective, the effectiveness of the remainder of the clause(s) and the contract shall not be affected.
23.2.You can send complaints via the contact options which can be found at www.paysafecard.com. PSC will do its utmost to resolve any complaints as quickly as possible. If complaints are not resolved to your satisfaction, you can also contact the Financial Ombudsman Service by e-mail to complaint.info@financial-ombudsman.org.uk or online at https://www.financial-ombudsman.org.uk/consumers/how-to-complain. In the case of complaints that cannot be otherwise resolved, English courts have non-exclusive jurisdiction.