Common use of Refunds and non-acceptance Clause in Contracts

Refunds and non-acceptance. 5.1 If a Transaction is unsatisfactory and the Outlet agrees to give you a refund, the Outlet must issue a refund to your Card. Once the refund is received by us the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against us. 5.2 We cannot be held Liable (whether or not you or an Authorised User make or try to make the Transaction) for: a) any person failing or taking longer than expected to accept the Card, Device or Card Number, or b) the way in which any other person communicates that they failed or took longer than expected to accept the Card, Device or Card Number or refused to authorise a Transaction; or c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ section. 5.5 a) You must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition 2.4 and you notify us without undue delay we will refund you the amount of any payment debited to your Account which was not authorised by you and restore your Account to the state it would have been in had the Transaction not taken place.

Refunds and non-acceptance. 5.1 If a Transaction is unsatisfactory and the Outlet agrees to give you a refund, refund the Outlet must issue a refund to your Card. Once the refund is received by us the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against us. 5.2 We cannot be held Liable (whether or not you or an Authorised User make or try to make the a Transaction) for: a) any other person failing failing, or taking longer than expected expected, to accept the your Card, Device or Card Number, ; or b) the way in which any other person communicates that they failed or took longer than expected to accept the your Card, Device or Card Number Number, or refused to authorise a Transaction; or c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ section. 5.5 a) You must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition Condition 2.4 and you notify us without undue delay we will refund you the amount of any payment debited to your Account which was not authorised by you and restore your Account to the state it would have been in had the Transaction not taken place.

Refunds and non-acceptance. 5.1 If a Transaction is unsatisfactory and the Outlet agrees to give you a refund, refund the Outlet must issue a refund to your Card. Once the refund is received by us the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against us. 5.2 We cannot be held Liable (whether or not you or an Authorised User make or try to make the Transaction) for: a) any other person failing failing, or taking longer than expected expected, to accept the your Card, Device or Card Number, ; or b) the way in which any other person communicates that they failed or took longer than expected to accept the your Card, Device or Card Number Number, or refused to authorise a Transaction; or c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements Statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ section. 5.5 a) You must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition 2.4 and you notify us without undue delay we will refund you the amount of any payment debited to your Account which was not authorised by you and restore your Account to the state it would have been in had the Transaction not taken place.

Refunds and non-acceptance. 5.1 If a Card Transaction is unsatisfactory and the Outlet agrees to give you a refund, the Outlet must issue a refund to your Card. Once the refund is received voucher that will then be processed by us and the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any No other method of refundis acceptable. Unless the law says provides otherwise, no claim by you cannot use a claim you have made against an Outlet as may be the subject of a defence or claim against us. 5.2 We cannot be held Liable liable to you (whether or not you or an Authorised User make or try to make the Transaction) for: (a) any failure or delay by any other person failing or taking longer than expected to accept the Card, Device your Card or Card Number, number; or (b) the way in which any other person communicates that they failed such failure or took longer than expected to accept the Card, Device delay or Card Number or refused communicates any refusal to authorise a Transaction; or or (c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next in the following statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactionstransactions, errors or omissions to us. We recommend that you review your Account details online on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ sectionsection of these Conditions. 5.5 Where your bank and the payee’s bank are both located in the EEA and the payment was in euro or the currency of a member state of the EEA outside the euro area: (a) You you must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction transaction on your Account. Where you are not Liable liable under condition Condition 2.4 and 2.5 and you notify us without undue delay we will refund to you the amount of any payment debited to your Account which was not authorised by you and and, where necessary, restore your Account to the state it would have been in had the Transaction transaction not taken place. You will be liable for all unauthorised transactions as a result of the breach of Condition n 2.4 and 2.5 a. You will only be entitled to redress for an unauthorised or incorrectly executed payment if you tell us of the transaction without undue delay and, in any event no later than 13 months after the debit date. (b) If you have authorised us to make a payment from your Account and it has not been paid correctly by us you may be entitled to a refund if: (i) the authorisation you gave did not specify the exact amount of the payment; and (ii) the payment made from your Account was more than reasonably expected, taking into account your previous spending pattern, the Terms & Conditions of your Account or Card and the circumstances surrounding the payment. To apply for a refund in these circumstances, you must tell us without undue delay if both of the above happen and, in any case, no later than eight weeks after the amount is taken from your Account. 5.6 If condition 5.5(b) applies, we will either refund you the full amount of the payment or provide justification or refusal of your request for a refund within 10 Banking Days of receiving a request for the refund. You can complain to the Financial Ombudsman Service if you are not satisfied with this decision. 5.7 If you make a claim for such a refund in the circumstances set out in condition 5.5(b), you must provide to us all relevant information requested by us and for the purpose of computing the 10 Banking Day period referred to within this condition 5.6 your request will only be deemed to have been made when you provide all such information. If we dispute your right to a refund we will advise you of our reasons. If you are not satisfied with our reasons you may make a complaint. For details of how to contact us in this regard, please refer to the “Contacting Us” section. 5.8 You are not entitled to a refund where: (a) you have given consent directly to the payment service provider for the transaction; and (b) information on the transaction was provided or made available in an agreed manner to you by the payment service provider at least four weeks before the due date. 5.9 Regardless of the issue of liability, where you notify us of an incorrectly executed payment or non- execution of a payment we will make immediate efforts to trace the defective payment. 5.10 Where the payee’s bank is located outside the EEA and you wish to query or dispute a transaction, it must be brought to our attention as soon as reasonably practical and within 60 days of its appearing on your Account statement, which may be up to 30 days from the date it was undertaken. 5.11 The Direct Debit Guarantee Scheme will protect payments you make by Direct Debit.

Refunds and non-acceptance. 5.1 If a Card Transaction is unsatisfactory and the Outlet agrees to give you a refund, the Outlet must issue a refund to your Card. Once the refund is received voucher that will then be processed by us and the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any No other method of refundis acceptable. Unless the law says provides otherwise, no claim by you cannot use a claim you have made against an Outlet as may be the subject of a defence or claim against us. 5.2 We cannot be held Liable liable to you (whether or not you or an Authorised User make or try to make the Transaction) for: (a) any failure or delay by any other person failing or taking longer than expected to accept the Card, Device your Card or Card Number, number; or (b) the way in which any other person communicates that they failed such failure or took longer than expected to accept the Card, Device delay or Card Number or refused communicates any refusal to authorise a Transaction; or or (c) the publication of a refusal of Authorisation authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and any will be recognised and taken into account on your next statementprovided within 10 Banking Days. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactionstransactions, errors or omissions to us. We recommend that you review your Account details online on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘'Contacting Us’ section' section of these Conditions. 5.5 Where your bank and the payee’s bank are both located in the EEA and the payment was in euro or the currency of a member state of the EEA outside the euro area: (a) You you must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction transaction on your Account. Where you are not Liable liable under condition Condition 2.4 and 2.5 and you notify us without undue delay we will refund to you the amount of any payment debited to your Account which was not authorised by you and and, where necessary, restore your Account to the state it would have been in had the Transaction transaction not taken place. You will be liable for all unauthorised Transactions as a result of the breach of Condition 2.4 and 2.5. You will only be entitled to redress for an unauthorised or incorrectly executed payment if you tell us of the transaction without undue delay and, in any event no later than 13 months after the debit date. (b) If you have authorised us to make a payment from your Account and it has not been paid correctly by us you may be entitled to a refund if: • the authorisation you gave did not specify the exact amount of the payment; and • the payment made from your Account was more than reasonably expected, taking into Account your previous spending pattern, the Terms & Conditions of your Account or Card and the circumstances surrounding the payment. To apply for a refund in these circumstances, you must tell us without undue delay if both of the above happen and, in any case, no later than eight weeks after the amount is taken from your Account. 5.6 If condition 5.5(b) applies, we will either refund you the full amount of the payment or provide justification or refusal of your request for a refund within 10 Banking Days of receiving a request for the refund. You can complain to the Financial Ombudsman Service if you are not satisfied with this decision. 5.7 If you make a claim for such a refund in the circumstances set out in condition 5.5(b), you must provide to us all relevant information requested by us and for the purpose of computing the 10 Banking Day period referred to within this condition 5.6 your request will only be deemed to have been made when you provide all such information. If we dispute your right to a refund we will advise you of our reasons. If you are not satisfied with our reasons you may make a complaint. For details of how to contact us in this regard, please refer to the “Contacting Us” section. 5.8 You are not entitled to a refund where: (a) you have given consent directly to the payment service provider for the Transaction; and (b) information on the Transaction was provided or made available in an agreed manner to you by the payment service provider at least four weeks before the due date. 5.9 Regardless of the issue of liability, where you notify us of an incorrectly executed payment or non-execution of a payment we will make immediate efforts to trace the defective payment. 5.10 Where the payee’s bank is located outside the EEA and you wish to query or dispute a transaction, it must be brought to our attention as soon as reasonably practical and within 60 days of its appearing on your Account statement, which may be up to 30 days from the date it was undertaken. 5.11 The Direct Debit Guarantee Scheme will protect payments you make by Direct Debit.

Refunds and non-acceptance. 5.1 If a Transaction is unsatisfactory and the Outlet agrees to give you a refund, the Outlet must issue a refund to your Card. Once the refund is received that will then be processed by us and the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against uswithin 10 Banking Days. 5.2 We cannot be held Liable to you (whether or not you or an Authorised User make or try to make the Transaction) for: (a) any other person failing failing, or taking longer than expected expected, to accept the your Card, Device or Card Number, ; or (b) the way in which any other person communicates that they failed or took longer than expected to accept the your Card, Device or Card Number Number, or refused to authorise a Transaction; or or (c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ section. 5.5 Where Your Bank and the Payee’s bank are both located in the EEA and the payment was in euro or the currency of a member state of the EEA outside the euro area: (a) You must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition Condition 2.4 and 2.5 and you notify us without undue delay we will refund to you the amount of any payment debited to your Account which was not authorised by you and and, where necessary, restore your Account to the state it would have been in had the Transaction not taken place. You will be Liable for all unauthorised transactions as a result of the breach of Condition 2.4 and 2.5. You will only be entitled to redress for an unauthorised or incorrectly executed payment if you tell us of the Transaction without undue delay and, in any event no later than 13 months after the debit date. (b) If you have authorised us to make a payment from your Account and it has not been paid correctly by us you may be entitled to a refund if: (i) the authorisation you gave did not specify the exact amount of the payment; and (ii) the payment made from your Account was more than reasonably expected, taking into Account your previous spending pattern, the Terms and Conditions of Use of your Account or Card and the circumstances surrounding the payment. To apply for a refund in these circumstances, you must tell us without undue delay if both of the above happen and, in any case, no later than eight weeks after the amount is taken from your Account. 5.6 If condition 5.5(b) applies, we will either refund you the full amount of the payment or provide justification or refusal of your request for a refund within 10 Banking Days of receiving a request for the refund. You can complain to the Financial Ombudsman Service if you are not satisfied with this decision. (a) If you make a claim for a refund set out in condition 5.5(b), you must provide to us all relevant information requested. Once we have received all the relevant information we have 10 Banking Days to respond to you. (b) If we decide not to refund you we will advise you of our reasons. If you are not satisfied with these you may make a complaint. For details of how to make a complaint please refer to the “Complaints” section. 5.8 You are not entitled to a refund where: (a) you have given consent directly to the Payment Service Provider for the Transaction; and (b) information on the Transaction was provided or made available in an agreed manner to you by the Payment Service Provider at least four weeks before the due date. 5.9 Where you notify us of an incorrectly executed payment or non-execution of a payment we will make immediate efforts to trace the payment. 5.10 Where the Payee’s bank is located outside the EEA and you wish to query or dispute a Transaction, it must be brought to our attention as soon as reasonably practical and within 60 days of its appearing on your Account statement, which may be up to 30 days from the date it was undertaken. 5.11 The Direct Debit Guarantee Scheme will protect payments you make by Direct Debit.

Refunds and non-acceptance. 5.1 If a Transaction transaction is unsatisfactory and the Outlet agrees to give you a refund, the Outlet must issue a refund to your Card. Once the refund is received that will then be processed by us and the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against uswithin 10 Banking Days. 5.2 We cannot be held Liable (whether or not you or an Authorised User make or try to make the Transaction) for: a) any person failing or taking longer than expected to accept the Card, Device or Card Number, or b) the way in which any other person communicates that they failed or took longer than expected to accept the Card, Device or Card Number or refused to authorise a Transaction; or c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘'Contacting Us’ ' section. 5.5 Where your bank and the Payee’s bank are both located in the EEA and the payment was in euro or the currency of a member state of the EEA outside the euro area: a) You you must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition 2.4 Condition 2.3 and you notify us without undue delay we will refund to you the amount of any payment debited to your Account which was not authorised by you and and, where necessary, restore your Account to the state it would have been in had the Transaction not taken place. You will be Liable for all unauthorised Transactions as a result of the breach of Condition 2.3. You will only be entitled to redress for an unauthorised or incorrectly executed payment if you tell us of the Transaction without undue delay and, in any event no later than 13 months after the debit date. b) If you have authorised us to make a payment from your Account and it has not been paid correctly by us you may be entitled to a refund if: i. the authorisation you gave did not specify the exact amount of the payment; and ii. the payment made from your Account was more than reasonably expected, taking into Account your previous spending pattern, the Terms and Conditions of your Account or Card and the circumstances surrounding the payment. To apply for a refund in these circumstances, you must tell us without undue delay if both of the above happen and, in any case, no later than eight weeks after the amount is taken from your Account. 5.6 If condition 5.5(b) applies, we will either refund you the full amount of the payment or provide justification or refusal of your request for a refund within 10 Banking Days of receiving a request for the refund. You can complain to the Financial Ombudsman Service if you are not satisfied with this decision. (a) If you make a claim for a refund set out in condition 5.5(b), you must provide to us all relevant information requested. Once we have received all the relevant information we have 10 Banking Days to respond to you. (b) If we decide not to refund you we will advise you of our reasons. If you are not satisfied with these you may make a complaint. For details of how to contact us in this regard, please refer to the 'Complaints' section. 5.8 You are not entitled to a refund where: a) you have given consent directly to the Payment Service Provider for the Transaction; and b) information on the Transaction was provided or made available in an agreed manner to you by the Payment Service Provider at least four weeks before the due date. 5.9 Where you notify us of an incorrectly executed payment or non-execution of a payment we will make immediate efforts to trace the payment. 5.10 Where the Payee’s bank is located outside the EEA and you wish to query or dispute a Transaction, it must be brought to our attention as soon as reasonably practical and within 60 days of its appearing on your Account statement, which may be up to 30 days from the date it was undertaken. 5.11 The Direct Debit Guarantee Scheme will protect payments you make by Direct Debit.

Refunds and non-acceptance. 5.1 If a Transaction is unsatisfactory and the Outlet agrees to give you a refund, the Outlet must issue a refund to your Card. Once the refund is received that will then be processed by us and the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against uswithin 10 Banking Days. 5.2 We cannot be held Liable to you (whether or not you or an Authorised User make or try to make the Transaction) for: (a) any other person failing failing, or taking longer than expected expected, to accept the your Card, Device or Card Number, ; or (b) the way in which any other person communicates that they failed or took longer than expected to accept the your Card, Device or Card Number Number, or refused to authorise a Transaction; or or (c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ section. 5.5 Where Your Bank and the Payee’s bank are both located in the EEA and the payment was in euro or the currency of a member state of the EEA outside the euro area: (a) You you must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition Condition 2.4 and 2.5 and you notify us without undue delay we will refund to you the amount of any payment debited to your Account which was not authorised by you and and, where necessary, restore your Account to the state it would have been in had the Transaction not taken place. You will be Liable for all unauthorised Transactions as a result of the breach of Condition 2.4 and 2.5. You will only be entitled to redress for an unauthorised or incorrectly executed payment if you tell us of the Transaction without undue delay and, in any event no later than 13 months after the debit date. (b) If you have authorised us to make a payment from your Account and it has not been paid correctly by us you may be entitled to a refund if: i. the authorisation you gave did not specify the exact amount of the payment; and ii. the payment made from your Account was more than reasonably expected, taking into Account your previous spending pattern, the Terms and Conditions of Use of your Account or Card and the circumstances surrounding the payment. To apply for a refund in these circumstances, you must tell us without undue delay if both of the above happen and, in any case, no later than eight weeks after the amount is taken from your Account. 5.6 If condition 5.5(b) applies, we will either refund you the full amount of the payment or provide justification or refusal of your request for a refund within 10 Banking Days of receiving a request for the refund. You can complain to the Financial Ombudsman Service if you are not satisfied with this decision. (a) If you make a claim for a refund set out in condition 5.5, you must provide to us all relevant information requested. Once we have received all the relevant information we have 10 Banking Days to respond to you. (b) If we decide not to refund you we will advise you of our reasons. If you are not satisfied with these you may make a complaint. For details of how to make a complaint, please refer to the “Complaints” section. 5.8 You are not entitled to a refund where: (a) you have given consent directly to the Payment Service Provider for the Transaction; and (b) information on the Transaction was provided or made available in an agreed manner to you by the Payment Service Provider at least four weeks before the due date. 5.9 Where you notify us of an incorrectly executed payment or non-execution of a payment we will make immediate efforts to trace the payment. 5.10 Where the payee’s bank is located outside the EEA and you wish to query or dispute a transaction, it must be brought to our attention as soon as reasonably practical and within 60 days of its appearing on your Account statement, which may be up to 30 days from the date it was undertaken. 5.11 The Direct Debit Guarantee Scheme will protect payments you make by Direct Debit.

Refunds and non-acceptance. 5.1 If a Transaction is unsatisfactory and the Outlet agrees to give you a refund, the Outlet must issue a refund to your Card. Once the refund is received by us the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against us. 5.2 We cannot be held Liable (whether or not you or an Authorised User make or try to make the Transaction) for: a) any person failing failing, or taking longer than expected expected, to accept the Card, Device or Card Number, ; or b) the way in which any other person communicates that they failed or took longer than expected to accept the Card, Device or Card Number or refused to authorise a Transaction; or c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ section. 5.5 a) You must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition 2.4 and you notify us without undue delay we will refund you the amount of any payment debited to your Account which was not authorised by you and restore your Account to the state it would have been in had the Transaction not taken place.

Refunds and non-acceptance. 5.1 If a Transaction is unsatisfactory and the Outlet agrees to give you a refund, refund the Outlet must issue a refund to your Card. Once the refund is received by us the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against us. . 5.2 We cannot be held Liable (whether or not you or an Authorised User make or try to make the a Transaction) for: a) any other person failing failing, or taking longer than expected expected, to accept the your Card, Device or Card Number, ; or b) the way in which any other person communicates that they failed or took longer than expected to accept the your Card, Device or Card Number Number, or refused to authorise a Transaction; or c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ section. 5.5 a) You must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition Condition 2.4 and you notify us without undue delay we will refund you the amount of any payment debited to your Account which was not authorised by you and restore your Account to the state it would have been in had the Transaction not taken place.

Refunds and non-acceptance. 5.1 If a Transaction transaction is unsatisfactory and the Outlet agrees to give you a refund, the Outlet must issue a refund to your Card. Once the refund is received that will then be processed by us and the amount will be credited to your Account. For non-sterling Transactions the amount actually credited to your Account may, following deduction of relevant fees and charges, differ from the original amount of the Transaction carried out on your Account. We will not accept any other method of refund. Unless the law says otherwise, you cannot use a claim you have made against an Outlet as a defence or claim against uswithin 10 Banking Days. 5.2 We cannot be held Liable (whether or not you or an Authorised User make or try to make the a Transaction) for: (a) any other person failing failing, or taking longer than expected expected, to accept the your Card, Device or Card Number, ; or (b) the way in which any other person communicates that they failed or took longer than expected to accept the your Card, Device or Card Number Number, or refused to authorise a Transaction; or or (c) the publication of a refusal of Authorisation of any Transaction. 5.3 Refunds are not treated as payments made to your Account and therefore will not be reflected in the current amount due for settlement. The amount due, which is advised to you, should be settled in the normal way and will be recognised and taken into account on your next statement. 5.4 You should carefully examine all statements and any other Account information received by you or accessed by you online and immediately report any disputed Transactions, errors or omissions to us. We recommend that you review your Account details on a regular basis. In the event you have a query concerning a Transaction on your Account please contact us immediately. Our contact details are set out in the ‘Contacting Us’ section. 5.5 Where Your Bank and the Payee’s bank are both located in the EEA and the payment was in euro or the currency of a member state of the EEA outside the euro area: a) You you must notify us without undue delay on becoming aware of any unauthorised or incorrectly executed Transaction on your Account. Where you are not Liable under condition Condition 2.4 and 2.5 and you notify us without undue delay we will refund to you the amount of any payment debited to your Account which was not authorised by you and and, where necessary, restore your Account to the state it would have been in had the Transaction not taken place. You will be Liable for all unauthorised Transactions as a result of the breach of Condition 2.4 and 2.5. You will only be entitled to redress for an unauthorised or incorrectly executed payment if you tell us of the Transaction without undue delay and, in any event no later than 13 months after the debit date. b) If you have authorised us to make a payment from your Account and it has not been paid correctly by us you may be entitled to a refund if: (i) the authorisation you gave did not specify the exact amount of the payment; and (ii) the payment made from your Account was more than reasonably expected, taking into Account your previous spending pattern, the Terms and Conditions of Use of your Account or Card and the circumstances surrounding the payment. To apply for a refund in these circumstances, you must tell us without undue delay if both of the above happen and, in any case, no later than eight weeks after the amount is taken from your Account. 5.6 If condition 5.5(b) applies, we will either refund you the full amount of the payment or provide justification or refusal of your request for a refund within 10 Banking Days of receiving a request for the refund. You can complain to the Financial Ombudsman Service if you are not satisfied with this decision. (a) If you make a claim for a refund in the circumstances set out in condition 5.5(b), you must provide to us all relevant information requested. Once we have received all the relevant information we have 10 Banking Days to respond to you. (b) If we decide not to refund you, we will advise you of our reasons. If you are not satisfied with these you may make a complaint. For details of how to make a complaint, please refer to the ‘Complaints’ section. 5.8 You are not entitled to a refund where: (a) you have given consent directly to the Payment Service Provider for the Transaction; and (b) information on the Transaction was provided or made available in an agreed manner to you by the Payment Service Provider at least four weeks before the due date. 5.9 Where you notify us of an incorrectly executed payment or non-execution of a payment we will make immediate efforts to trace the payment. 5.10 Where the Payee’s bank is located outside the EEA and you wish to query or dispute a Transaction, it must be brought to our attention as soon as reasonably practical and within 60 days of its appearing on your Account statement, which may be up to 30 days from the date it was undertaken. 5.11 The Direct Debit Guarantee Scheme will protect payments you make by Direct Debit.