8.1. As soon as you become aware of any loss, theft, misappropriation or unauthorised use of the Card, PIN or other security details, you must immediately notify us using the contact details set out in section 2.7.
8.2. In the event of theft, you should consider reporting the theft to the police.
8.3. If we believe you did not authorise a particular Transaction or that a Transaction was incorrectly carried out, in order to get a refund you must contact us as soon as you notice the problem using the contact details set out in section 2.7, and in any case no later than 13 months after the amount of the Transaction has been deducted from your Account.
8.4. We will refund any unauthorised Transaction and any associated Transaction fees and charges payable under these Terms subject to the rest of this section 8.
8.5. This refund shall be made as soon as practicable and in any event no later than the end of the business day following the day on which we become aware of the unauthorised Transaction, unless we have reasonable grounds to suspect fraudulent behaviour and notify the appropriate authorities. If we become aware of the unauthorised Transaction on a non-business day or after 4:30 pm on a business day, we will be deemed to have only become aware of the unauthorised Transaction at the beginning of the next business day.
8.6. If we are liable for an incorrectly executed Transaction, we will immediately refund you the amount of the incorrectly executed Transaction together with and any associated Transaction fees and charges payable under these Terms. Depending on the circumstances, we may require you to complete a dispute declaration form relating to the incorrectly executed Transaction. We may conduct an investigation either before or after any refund has been determined or made. We will let you know as soon as possible the outcome of any such investigation.
8.7. If a Transaction initiated by a merchant (for example, this happens when you use the Card in a shop) has been incorrectly executed and we receive proof from the merchant’s payment service provider that we are liable for the incorrectly executed Transaction, we will refund as appropriate and immediately the Transaction and any associated Transaction fees and charges payable under these Terms.
8.8. We are not liable for any incorrectly executed Transactions if we can show that the payment was actually received by the merchant’s payment service provider, in which case they will be liable.
8.9. If you receive a late payment from another payment service provider (e.g. a refund from a retailer’s bank) via us, we will credit the Account with the relevant amount of any associated fees and charges so that you will not be at a loss.
8.10. We will limit your liability to £35 for any losses incurred in respect of unauthorised Transactions subject to the following:
8.10.1. you will be liable for all losses incurred in respect of an unauthorised Transaction if you have acted fraudulently, or have intentionally or with gross negligence failed to: (a) look after and use the Card in accordance with these Terms; or (b) notify us of the problem in accordance with this section 8;
8.10.2. except where you have acted fraudulently, you will not be liable for any losses:
(a) incurred in respect of an unauthorised Transaction which arises after your
notification to us of the loss, theft or misappropriation of the Card;
(b) arising where you have used the Card in a distance contract, for example, for
an online purchase;
(c) arising where the loss, theft or misappropriation of the Card was not
detectable by you before the unauthorised Transaction took place;
(d) where we have failed to provide you with the appropriate means of
(e) arising where we are required by law (anticipated to apply from 14 September
2019) to apply Strong Customer Authentication (as defined in section 8.11)
but fail to do so;
(f) the losses were caused by an act or omission of any employee, agent or
branch of ours or any entity which carries out activities on our behalf.
8.11. “Strong Customer Authentication” means authentication based on the use of two or more elements that are independent, in that the breach of one element does not compromise the reliability of any other element, and designed in such a way as to protect the confidentiality of the authentication data, with the elements falling into two or more of the following categories: (a) something known only by you (“knowledge”), (b) something held only by you (“possession”); (c) something inherent to you (“inherence”). Strong Customer Authentication it is used to make Transactions more secure.
8.12. We are required to provide Strong Customer Authentication when:
8.12.1. you view the available balance on your Account either through the Distributor’s
Website or the Distributor’s App and/or through an account information service
8.12.2. when you initiate an electronic Transaction, directly [or when you initiate a remote
electronic Transaction through a payment initiation service provider (“PISP”)]; or
8.12.3. when you carry out any action through a remote channel which may imply a risk of
payment fraud or other abuses.
8.13. If our investigations show that any disputed Transaction was authorised by you or you may have acted fraudulently or with gross negligence, we may reverse any refund made and you will be liable for all losses we suffer in connection with the Transaction including but not limited to the cost of any investigation carried out by us in relation to the Transaction. We will give you reasonable notice of any reverse refund.