UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 If you have a reason to believe that a transaction for which your Card was used is unauthorised by you or additional Cardholder or has been posted to your Account in error, you must immediately contact Customer Services, but in any event within 13 months of the date of the relevant transaction. 14.2 We will by the end of the next Working Day refund the unauthorised amount including any fees and restore your Account to the position it would have been in if the unauthorised transaction had not taken place. 14.3 We are not obliged to refund the unauthorised sums to you if we have reason to believe you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the sums to you straight away. 14.4 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Account. 14.5 You will be liable for all unauthorised transactions made from your Account(s); 14.5.1 if you or any additional Cardholders have acted fraudulently; or 14.5.2 if the transaction was made because you or any additional Cardholders have deliberately or with gross negligence failed to keep Cards or Card details safe or PIN or other security information related to Card safe; or 14.5.3 where you have failed to notify us without undue delay on becoming aware that a Card or security information related to a Card has been lost or stolen. 14.6 You will not be liable for unauthorised transactions from your Account after you have told us that a Card has been lost, stolen or compromised. 14.7 Where you have agreed that another person in the EEA can take a payment from your Account (e.g. if you have given your Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment, which we will refund to you within 10 Working Days of receipt of your request, if all the following conditions are satisfied: 14.7.1 the authorisation given did not specify the exact amount to be paid; 14.7.2 the amount that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and 14.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account. 14.8 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 are satisfied. 14.9 If you ask us to make a refund under paragraph 14.7 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.8, within 10 Working Days of the date we receive that information) we will either: 14.9.1 refund the payment in full; or 14.9.2 tell you the reasons why we do not agree to the refund. 14.10 You will not be entitled to a refund under paragraph 14.7 if: 14.10.1 you have given us your consent for the payment to be made; and 14.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or 14.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate. 14.11 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put a 14.11.1 We don’t have to tell you before we take the money back or put a hold on the money. 14.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
Appears in 4 contracts
Samples: Cardholder Agreement, Cardholder Agreement, Cardholder Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 14.1. If you have a reason to believe that a transaction Transactions for which your Card was used is unauthorised by you or additional Cardholder or has been posted to your Account in error, then at your request we will examine your Account and the circumstances of the Transaction. We strongly recommend that you must immediately contact check the website on a regular basis and notify us by contacting Customer ServicesServices as soon as possible, but in any event event, within 13 months of the date of the relevant transactionTransaction. We may require you to liaise with appropriate authorities with respect to the unauthorised Transaction.
14.2 14.2. We will by the end of the next Working Day refund the unauthorised amount Transaction including any fees and restore your Account to the position it would have been in if the unauthorised transaction Transaction had not taken place.
14.3 14.3. We are not obliged to refund the unauthorised sums to you if we have reason to believe you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction Transaction was unauthorised, we will refund the sums to you straight away.
14.4 14.4. We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transactionTransaction, including any fees, to your Account.
14.5 14.5. You will be liable for all unauthorised transactions Transactions made from your Account(s);
14.5.1 Account if you or any additional Cardholders cardholder have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards or your Card details safe or PIN or other and Card security information related to Card safe; or
14.5.3 safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a Card your Card, or security information related to a your Card has been lost or stolen.
14.6 14.6. You will not be liable for unauthorised transactions Transactions from your Account after you have told us that a your Card or Card security Information has been lost, stolen or compromised.
14.7 14.7. Where you have agreed that another person in the EEA European Economic Area can take a payment from your Account (e.g. if e.g If you have given your Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment, which we will refund to you within 10 Working Days of from receipt of your request, request if all the following conditions are satisfiedsatisfied that:
14.7.1 14.7.1.1. the authorisation given by you did not specify the exact amount to be paid;
14.7.2 14.7.1.2. the amount that has been charged to your Account was more than you could reasonably have expected to pay, pay based on the circumstances, circumstances including previous spending patterns; and
14.7.3 14.7.1.3. you make made the request for refund request within eight weeks of the date when the payment was charged to taken from your Account.
14.8 14.8. We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 clause 14.7 are satisfied.
14.9 14.9. If you ask us to make a refund under paragraph clause 14.7 then, within 10 Working Days of the date we receive your request (or if we ask for more information from you under paragraph clause 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 14.9.1.1. refund the payment in full; or
14.9.2 tell 14.9.1.2. inform you the reasons as to why we do cannot agree to the refund.
14.10 14.10. You will not be entitled to a refund under paragraph clause 14.7 if:
14.10.1 14.10.1.1. you have given us your consent for the payment to be made; and
14.10.2 14.10.1.2. where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 14.10.1.3. if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 14.11. If funds have been paid in to into your Account by mistake, we can take the funds back out of your Account and/or put aa hold on the money so you cannot spend it.
14.11.1 We don’t 14.11.1.1. we will not have to tell inform you before we take the money back or put a the money on hold on ;
14.11.1.2. if the money.
14.11.2 If funds goes fund has been credited into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
14.12. If you have reason to believe that the Cashback statement shown on your Utility Warehouse monthly bill is incorrect, and would like us to investigate the discrepancy, then you must contact Utility Warehouse within 28 days of the bill date.
14.13. We reserve the right not to repay or refund any sums to which you may be entitled, or credit Cashback to you, if we have reasonable cause to believe that you have not acted in accordance with this Agreement and/or you have failed to report any fraudulent activities to the relevant authorities.
Appears in 3 contracts
Samples: Prepaid Visa Card Terms and Conditions, Prepaid Visa Card Terms and Conditions, Prepaid Visa Card Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 13.1 If you have a reason to believe that a transaction for which on your Card Account was used is unauthorised by you or additional Cardholder a Cardholder, or has been posted to your Account in errora Payment Initiation Service Provider or was made incorrectly, you must informs us immediately contact by contacting Customer Services, but in any event within 13 months of the date of the relevant transaction.
14.2 We 13.2 If you report unauthorised transaction to us:
13.2.1 we will by the end of the next Working Day refund the unauthorised amount including any fees and restore to your Account to the position it would have been in if the unauthorised transaction had not taken place.
14.3 13.2.2 We are not obliged to refund the unauthorised sums to you if we have reason to believe that either you or any additional Cardholders have acted fraudulently fraudulently, and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the unauthorised sums to you straight away.
14.4 13.2.3 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Account.
14.5 13.3 You will be liable for all unauthorised transactions made from your Account(s);
14.5.1 Account if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards or the Card, Card details safe or PIN or other security information related to Card safe; or
14.5.3 or Self Service Account Management Portal credentials safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a Card or the Card, security information related to a the Card or Self Service Account Management Portal credentials has been lost or stolen.
14.6 13.4 You will not be liable for unauthorised transactions from your Account after you have told us that a the Card, Card security information or Self Service Account Management Portal credentials has been lost, stolen or compromised.
14.7 Where 13.5 If you have agreed tell us that another person in the EEA can take a payment from transaction has been made incorrectly, after we are informed, we will immediately refund your Account (e.g. with sufficient funds including any charges to restore your Account to the same position as if the incorrect transaction had not been made. However this will not apply if:
13.5.1 you have given fail to tell us of the incorrect payment without undue delay and in any case within 13 months of the date on which the transaction occurred;
13.5.2 any Payment Instructions you gave us were incorrect. If so, we will make reasonable efforts to recover your Card details money if the payment has gone missing, but we may charge you a fee to a retailer for cover our costs in doing so. We will tell you how much it is before we start recovery process. If we are unable to recover the purpose of making a payment for renting a car or booking a hotel room)funds, you can ask us request the relevant information we have regarding the transaction to refund a paymenthelp you reclaim the payment amount. For legal reasons, which we will refund are obliged to you within 10 Working Days of provide this information on receipt of your a written request, if all except where the following conditions are satisfied:law prevents us from doing so; or
14.7.1 the authorisation given did not specify the exact amount to be paid;
14.7.2 the amount 13.5.3 we can show that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Accountactually received by the other bank (in which case they will be liable).
14.8 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 are satisfied.
14.9 If you ask us to make a refund under paragraph 14.7 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 refund the payment in full; or
14.9.2 tell you the reasons why we do not agree to the refund.
14.10 You will not be entitled to a refund under paragraph 14.7 if:
14.10.1 you have given us your consent for the payment to be made; and
14.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 13.6 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put aa hold on the money so it cannot be spent.
14.11.1 13.6.1 We don’t have to tell you before we take the money back or put a hold on the money.
14.11.2 13.6.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
13.7 If an error is made in Direct Debit, you will be entitled to a refund from the payee or us under the Direct Debit Guarantee.
13.8 Where you or a Cardholder have agreed that another person can take a payment from your Account (e.g. if the Cardholder have given their Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment if all the following conditions are satisfied:
13.8.1 the authorisation given did not specify the exact amount to be paid;
13.8.2 the amount that has been charged to your Account was more than you or a Cardholder could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
13.8.3 you make the refund request within eight weeks of the date when the payment was taken from your Account.
13.9 We may ask you to provide information as is reasonably necessary to verify that conditions in 13.8.1 – 13.8.3 apply.
13.10 If you ask us to make a refund under paragraph 13.8 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 13.9, within 10 Working Days of the date we receive that information) we will either:
13.10.1 refund the payment in full; or
13.10.2 tell you the reasons why we do not agree to the refund.
13.11 You will not be entitled to a refund under paragraph 13.8 if:
13.11.1 you or a Cardholder have given us your consent for the payment to be made; and
13.11.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment.
13.11.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
13.12 Paragraph 13.11 does not limit your rights under the Direct Debit Guarantee Scheme.
Appears in 2 contracts
Samples: Quidity Plus Account Agreement, Quidity Plus Account Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 If you have a reason to believe that a transaction for which your Card was used is unauthorised by you or additional Cardholder or has been posted to your Account in error, you must immediately contact Customer Services, but in any event within 13 months of the date of the relevant transaction.
14.2 We will by the end of the next Working Day refund the unauthorised amount including any fees and restore your Account to the position it would have been in if the unauthorised transaction had not taken place.
14.3 We are not obliged to refund the unauthorised sums to you if we have reason to believe you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the sums to you straight away.
14.4 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Account.
14.5 You will be liable for all unauthorised transactions made from your Account(s);
14.5.1 if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you or any additional Cardholders have deliberately or with gross negligence failed to keep Cards or Card details safe or PIN or other security information related to Card safe; or
14.5.3 where you have failed to notify us without undue delay on becoming aware that a Card or security information related to a Card has been lost or stolen.
14.6 You will not be liable for unauthorised transactions from your Account after you have told us that a Card has been lost, stolen or compromised.
14.7 Where you have agreed that another person in the EEA can take a payment from your Account (e.g. if you have given your Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment, which we will refund to you within 10 Working Days of receipt of your request, if all the following conditions are satisfied:
14.7.1 the authorisation given did not specify the exact amount to be paid;
14.7.2 the amount that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account.
14.8 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 are satisfied.
14.9 If you ask us to make a refund under paragraph 14.7 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 refund the payment in full; or
14.9.2 tell you the reasons why we do not agree to the refund.
14.10 You will not be entitled to a refund under paragraph 14.7 if:
14.10.1 you have given us your consent for the payment to be made; and
14.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put aa hold on the money so you can’t spend it.
14.11.1 We don’t have to tell you before we take the money back or put a hold on the money.
14.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
Appears in 2 contracts
Samples: Cardholder Agreement, Cardholder Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 If you have a reason to believe that a transaction any of the transactions for which your Gift Card was used is are unauthorised by you or additional Cardholder or has have been posted to your Account Gift Card in error, you must immediately contact may ask us to investigate the transaction by contacting Customer ServicesServices as soon as possible, but in any event within 13 months of the date of the relevant transaction. Please be aware that any delay in notifying us makes it more difficult for us to obtain evidence as to whether the transaction was authorised and may therefore increase the time involved in investigating the transaction.
14.2 We If you report unauthorised transaction to us:
14.2.1 we will by the end of the next Working Day refund the unauthorised amount including any fees and restore to your Account Gift Card to the position it would have been in if the unauthorised transaction had not taken place.
14.3 14.2.2 We are not obliged to refund the unauthorised sums to you if we have reason to believe that you or any additional Cardholders have acted fraudulently fraudulently, and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the unauthorised sums to you straight away.
14.4 14.2.3 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your AccountGift Card.
14.5 14.2.4 You will be liable for all unauthorised transactions made from using your Account(s);
14.5.1 Gift Card if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards your Gift Card or Gift Card details safe or PIN or other security information related to Card safe; or
14.5.3 safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a your Gift Card or security information related to a your Gift Card has been lost or stolen.
14.6 14.2.5 You will not be liable for unauthorised transactions from on your Account Gift Card after you have told us that a your Gift Card or Gift Card security information has been lost, stolen or compromised.
14.7 14.3 Where you have agreed that another person in the EEA can take a payment from your Account Gift Card (e.g. if you have given your Gift Card details to a retailer Merchant for the purpose of making a payment for renting a car or booking a hotel room), ) you can ask us to refund a payment, which we will refund to you within 10 Working Days of our receipt of your request, if all the following conditions are satisfied:
14.7.1 14.3.1 the authorisation given you gave did not specify the exact amount to be paid;
14.7.2 14.3.2 the amount that has been charged to your Account Gift Card was more than you could reasonably have expected to pay, pay based on the circumstances, circumstances including previous spending patterns; and
14.7.3 14.3.3 you make the refund request within eight weeks of the date when the payment was charged to your AccountGift Card.
14.8 14.4 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 14.3.1 – 14.7.3 14.3.3 are satisfied.
14.9 14.5 If you ask us to make a refund under paragraph 14.7 14.3 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.814.4, within 10 Working Days of the date we receive that information) we will either:
14.9.1 14.5.1 refund the payment in full; or
14.9.2 14.5.2 tell you the reasons why we do not agree to the refund.
14.10 14.6 You will not be entitled to a refund under paragraph 14.7 14.3 if:
14.10.1 14.6.1 you have given us your consent for the payment to be made; and
14.10.2 14.6.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 14.6.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put a
14.11.1 We don’t have to tell you before we take the money back or put a hold on the money.
14.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
Appears in 1 contract
Samples: Gift Card Terms and Conditions
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 If you have a reason to believe that a transaction any of the transactions for which your Gift Card was used is are unauthorised by you or additional Cardholder or has have been posted to your Account Gift Card in error, you must immediately contact may ask us to investigate the transaction by contacting Customer ServicesServices as soon as possible, but in any event within 13 months of the date of the relevant transaction. Please be aware that any delay in notifying us makes it more difficult for us to obtain evidence as to whether the transaction was authorised and may therefore increase the time involved in investigating the transaction.
14.2 We If you report unauthorised transaction to us:
14.2.1 we will by the end of the next Working Day refund the unauthorised amount including any fees and restore to your Account Gift Card to the position it would have been in if the unauthorised transaction had not taken place.
14.3 We 14.2.2 we are not obliged to refund the unauthorised sums to you if we have reason to believe that you or any additional Cardholders have acted fraudulently fraudulently, and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the unauthorised sums to you straight away.
14.4 We 14.2.3 we will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your AccountGift Card.
14.5 You 14.2.4 you will be liable for all unauthorised transactions made from using your Account(s);
14.5.1 Gift Card if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards your Gift Card or Gift Card details safe or PIN or other security information related to Card safe; or
14.5.3 safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a your Gift Card or security information related to a your Gift Card has been lost or stolen.
14.6 You 14.2.5 you will not be liable for unauthorised transactions from on your Account Gift Card after you have told us that a your Gift Card or Gift Card security information has been lost, stolen or compromised.
14.7 14.3 Where you have agreed that another person in the EEA can take a payment from your Account Gift Card (e.g. if you have given your Gift Card details to a retailer Merchant for the purpose of making a payment for renting a car or booking a hotel room), ) you can ask us to refund a payment, which we will refund to you within 10 Working Days of our receipt of your request, if all the following conditions are satisfied:
14.7.1 14.3.1 the authorisation given you gave did not specify the exact amount to be paid;
14.7.2 14.3.2 the amount that has been charged to your Account Gift Card was more than you could reasonably have expected to pay, pay based on the circumstances, circumstances including previous spending patterns; and
14.7.3 14.3.3 you make the refund request within eight weeks of the date when the payment was charged to your AccountGift Card.
14.8 14.4 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 14.3.1 – 14.7.3 14.3.3 are satisfied.
14.9 14.5 If you ask us to make a refund under paragraph 14.7 14.3 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.814.4, within 10 Working Days of the date we receive that information) we will either:
14.9.1 14.5.1 refund the payment in full; or
14.9.2 14.5.2 tell you the reasons why we do not agree to the refund.
14.10 14.6 You will not be entitled to a refund under paragraph 14.7 14.3 if:
14.10.1 14.6.1 you have given us your consent for the payment to be made; and
14.10.2 14.6.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if 14.6.3 If the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put a
14.11.1 We don’t have to tell you before we take the money back or put a hold on the money.
14.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
Appears in 1 contract
Samples: Gift Card Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 12.1 If you have a reason to believe that a transaction any of the transactions for which your Card was used is are unauthorised by you or any additional Cardholder Cardholders or has been posted to your Account in error, then at your request we will examine your Account and the circumstances of the transaction. We strongly recommend that you must immediately contact check My Account on a regular basis and notify us by contacting Customer Services, but in any event within 13 months of the date of the relevant transactionTransaction. Please be aware that any delay in notifying us makes it more difficult to obtain evidence as to whether the transaction was authorised.
14.2 12.2 We will by the end of the next Working Day refund the unauthorised amount including any fees and restore your Account to the position it would have been in if the unauthorised transaction had not taken place.
14.3 12.3 We are not obliged to refund the unauthorised sums to you if we have reason to believe you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the sums to you straight away.
14.4 12.4 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Account.
14.5 12.5 You will be liable for all unauthorised transactions made from your Account(s);
14.5.1 Account if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards your Card or Card details safe or PIN or other security information related to Card safe; or
14.5.3 safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a your Card or security information related to a your Card has been lost or stolen.
14.6 12.6 You will not be liable for unauthorised transactions from your Account after you have told us that a your Card has been lost, stolen or compromised.
14.7 12.7 Where you have agreed that another person in the EEA European Economic Area can take a payment from your Account (e.g. if you have given your Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment, which we will refund to you within 10 Working Days of our receipt of your request, request if all the following conditions are satisfied:
14.7.1 12.7.1 the authorisation given you gave did not specify the exact amount to be paid;
14.7.2 12.7.2 the amount that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 12.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account.
14.8 12.8 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 12.7.1 – 14.7.3 12.7.3 are satisfied.
14.9 12.9 If you ask us to make a refund under paragraph 14.7 12.7 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.812.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 12.9.1 refund the payment in full; or
14.9.2 12.9.2 tell you the reasons why we do not agree to the refund.
14.10 12.10 You will not be entitled to a refund under paragraph 14.7 12.7 if:
14.10.1 12.10.1 you have given us your consent for the payment to be made; and
14.10.2 12.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 12.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 12.11 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put aa hold on the money so you can’t spend it.
14.11.1 12.11.1 We don’t have to tell you before we take the money back or put a hold on the money.
14.11.2 12.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
Appears in 1 contract
Samples: Cardholder Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 If you have a reason to believe that a transaction any of the transactions for which your Gift Card was used is are unauthorised by you or additional Cardholder or has have been posted to your Account Gift Card in error, you must immediately contact may ask us to investigate the transaction by contacting Customer ServicesServices as soon as possible, but in any event within 13 months of the date of the relevant transaction. Please be aware that any delay in notifying us makes it more difficult for us to obtain evidence as to whether the transaction was authorised and may therefore increase the time involved in investigating the transaction.
14.2 We If you report unauthorised transaction to us:
14.2.1 we will by the end of the next Working Day refund the unauthorised amount including any fees and restore to your Account Gift Card to the position it would have been in if the unauthorised transaction had not taken place.
14.3 We 14.2.2 we are not obliged to refund the unauthorised sums to you if we have reason to believe that you or any additional Cardholders have acted fraudulently fraudulently, and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the unauthorised sums to you straight away.
14.4 We 14.2.3 we will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your AccountGift Card.
14.5 You 14.2.4 you will be liable for all unauthorised transactions made from using your Account(s);
14.5.1 Gift Card if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards your Gift Card or Gift Card details safe or PIN or other security information related to Card safe; orsafe in
14.5.3 where 14.2.5 you have failed to notify us without undue delay on becoming aware that a Card or security information related to a Card has been lost or stolen.
14.6 You will not be liable for unauthorised transactions from on your Account Gift Card after you have told us that a your Gift Card or Gift Card security information has been lost, stolen or compromised.
14.7 14.3 Where you have agreed that another person in the EEA can take a payment from your Account Gift Card (e.g. if you have given your Gift Card details to a retailer Merchant for the purpose of making a payment for renting a car or booking a hotel room), ) you can ask us to refund a payment, which we will refund to you within 10 Working Days of our receipt of your request, if all the following conditions are satisfied:
14.7.1 14.3.1 the authorisation given you gave did not specify the exact amount to be paid;
14.7.2 14.3.2 the amount that has been charged to your Account Gift Card was more than you could reasonably have expected to pay, pay based on the circumstances, circumstances including previous spending patterns; and
14.7.3 14.3.3 you make the refund request within eight weeks of the date when the payment was charged to your AccountGift Card.
14.8 14.4 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 14.3.1 – 14.7.3 14.3.3 are satisfied.
14.9 14.5 If you ask us to make a refund under paragraph 14.7 14.3 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.814.4, within 10 Working Days of the date we receive that information) we will either:
14.9.1 14.5.1 refund the payment in full; or
14.9.2 14.5.2 tell you the reasons why we do not agree to the refund.
14.10 14.6 You will not be entitled to a refund under paragraph 14.7 14.3 if:
14.10.1 14.6.1 you have given us your consent for the payment to be made; and
14.10.2 14.6.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if 14.6.3 If the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put a
14.11.1 We don’t have to tell you before we take the money back or put a hold on the money.
14.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
Appears in 1 contract
Samples: Gift Card Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 a. If you have a reason to believe that a transaction Transactions for which your Card was used is unauthorised by you or additional Cardholder or has been posted to your Account in error, then at your request we will examine your Account and the circumstances of the Transaction. We strongly recommend that you must immediately contact check the website on a regular basis and notify us by contacting Customer ServicesServices as soon as possible, but in any event event, within 13 months of the date of the relevant transactionTransaction. We may require you to liaise with appropriate authorities with respect to the unauthorised Transaction.
14.2 b. We will by the end of the next Working Day refund the unauthorised amount including Transaction Including any fees and restore your Account to the position it It would have been in if If the unauthorised transaction Transaction had not taken place.
14.3 c. We are not obliged to refund the unauthorised sums to you if we have reason to believe you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction Transaction was unauthorised, we will refund the sums to you straight away.
14.4 d. We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transactionTransaction, including any fees, to your Account.
14.5 e. You will be liable for all unauthorised transactions Transactions made from your Account(s);
14.5.1 Account if you or any additional Cardholders cardholder have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards or your Card details safe or PIN or other and Card security information related to Card safe; or
14.5.3 safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a Card your Card, or security information related to a your Card has been lost or stolen.
14.6 f. You will not be liable for unauthorised transactions Transactions from your Account after you have told us that a your Card or Card security Information has been lost, stolen or compromised.
14.7 g. Where you have agreed that another person in the EEA European Economic Area can take a payment from your Account (e.g. if e.g If you have given your Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment, which we will refund to you within 10 Working Days of our receipt of your request, request if all the following conditions are satisfied:
14.7.1 i. the authorisation given you gave did not specify the exact amount to be paid;
14.7.2 ii. the amount that has been charged to your Account was more than you could reasonably have expected to pay, pay based on the circumstances, circumstances including previous spending patterns; and
14.7.3 iii. you make the refund request within eight weeks of the date when the payment was charged to taken from your Account.
14.8 h. We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 clause 13 g (i – 14.7.3 iii) are satisfied.
14.9 i. If you ask us to make a refund under paragraph 14.7 clause 13 (g) then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.8clause 13 (h), within 10 Working Days of the date we receive that information) we will either:
14.9.1 i. refund the payment in full; or
14.9.2 ii. tell you the reasons why we do not agree to the refund.
14.10 j. You will not be entitled to a refund under paragraph 14.7 clause 13 (g) if:
14.10.1 i. you have given us your consent for the payment to be made; and
14.10.2 ii. where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 iii. if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 k. If funds have been paid in to Into your Account by mistake, we can take the funds back out of your Account and/or put aa hold on the money so you cannot spend it.
14.11.1 We i. we don’t have to tell you before we take the money back or put a hold on the money.;
14.11.2 If ii. if funds goes into Into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
l. If you have reason to believe that the Cashback statement shown on your Utility Warehouse monthly bill is incorrect, and would like us to investigate the discrepancy, then you must contact Utility Warehouse within 28 days of the bill date.
m. We reserve the right not to repay or refund any sums to which you may be entitled, or credit Cashback to you, if we have reasonable cause to believe you have not acted in accordance with this Agreement and/or you have failed to report any fraudulent activities to the relevant authorities.
Appears in 1 contract
Samples: Cardholder Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 13.1 If you have a reason to believe that a transaction for which on your Card Monese Account was used is unauthorised not authorised by you or additional Cardholder or has been posted to your Account in errora Payment Initiation Service Provider, you must inform Customer Services immediately contact Customer Servicesvia telephone or in-app chat, but in any event within 13 months of the date of the relevant transaction.
14.2 We 13.2 If you inform us of an unauthorised executed transaction under paragraph 13.1:
13.2.1 the obligation lies with us to prove that the transaction was authenticated, accurately recorded, entered in our accounts and not affected by a technical breakdown or any other deficiency in our services;
13.2.2 we will by the end of the next Working Day following receipt of notification in accordance with 13.1 and subject to 13.2.1 refund the unauthorised amount including any fees and restore to your Monese Account to the position it would have been in if the unauthorised or improperly executed transaction had not taken place.
14.3 We 13.2.3 we are not obliged to refund the unauthorised sums to you if we have any reason to believe that you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t n't provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the unauthorised sums to you straight away. These will be back valued to ensure you suffer no loss.
14.4 13.2.4 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover on investigation that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Monese Account. We shall give you reasonable notice if any such reversal of a refund.
14.5 13.3 You will be liable for all unauthorised transactions made from your Account(s);
14.5.1 Monese Account if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you or any additional Cardholders have deliberately or with gross negligence failed to keep Cards your Monese Account security details or Monese Card details safe or PIN or other Monese Card security information related to Card safe; or
14.5.3 safe in accordance with the terms of this Agreement, or where you have failed to notify us without undue delay on becoming aware that a your Monese Account security details or Monese Card or Monese Card security information related to a Card has been lost lost, stolen or stolenotherwise misappropriated.
14.6 You 13.4 Unless you have acted fraudulently you will not be liable for any losses in respect of unauthorised transactions from your Monese Account after you have told us that a your Monese Card or Monese Card security information or Monese Account security details has been lost, stolen or compromisedcompromised or where the Monese Card has been used in connection with a distance contract.
14.7 Where 13.5 We are responsible for making payments on your Monese Account correctly. If you tell us that a payment has been made incorrectly, we will immediately refund your Monese Account with the amount including fees of the incorrect payment transaction and, restore your Monese Account to the state in which it would have agreed that another person been had the incorrect transaction not taken place. However, this will not apply if:
13.5.1 you fail to tell us of the incorrect payment without undue delay and in any case within 13 months of the date on which the transaction occurred;
13.5.2 any part of the Unique Identifier in the EEA can take Payment Details you gave us was incorrect. If so, we will make reasonable efforts to recover your money if the payment has gone missing, but we may charge you a payment from your Account (e.g. if fee to cover our costs in doing so. We will tell you have given your Card details how much it is before we start the recovery. If we are unable to a retailer for recover the purpose of making a payment for renting a car or booking a hotel room)funds, you can ask us request the relevant information we have regarding the transaction to refund a paymenthelp you reclaim payment amount. For legal reasons, which we will refund are obliged to you within 10 Working Days of provide this information on receipt of your a written request, if all except where the following conditions are satisfied:
14.7.1 the authorisation given did not specify the exact amount to be paidlaw prevents us from doing so;
14.7.2 the amount 13.5.3 we can show that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account.
14.8 We may ask actually received by the other bank (in which case you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 are satisfied.
14.9 If you ask us to make a refund under paragraph 14.7 then, within 10 Working Days of liable for the date we receive your request (or if we ask for more information under paragraph 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 refund the payment in fullpayment); or
14.9.2 tell you 13.5.4 if the reasons why we do not agree failure giving rise to the refundincorrect payment was due to abnormal and unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary, or if it arose because of our obligation to comply with Applicable Laws and Regulations.
14.10 You will not be entitled to a refund under paragraph 14.7 if:
14.10.1 you have given us your consent for the payment to be made; and
14.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 13.6 If funds have been paid in to into your Monese Account by mistake, we can take the funds back out of your Monese Account and/or put aa hold on the money so it cannot be spent.
14.11.1 13.6.1 We don’t n't have to tell you before we take the money back or put a hold on the money.;
14.11.2 13.6.2 If funds goes go into your Monese Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
13.7 If you have a Monese GBP Account and an error is made in Direct Debit, you will be entitled to a refund from the payee or us under the UK's Direct Debit Guarantee Scheme. If you have a Monese EUR Account, you may be entitled to a refund under the SEPA Direct Debit Customer Protection.
13.8 Regardless of liability, if you wish to make a request for information regarding the execution of a payment transaction, we will make immediate efforts to trace the transaction and notify you of the outcome, free of charge.
Appears in 1 contract
Samples: Customer Terms and Conditions
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 a. If you have a reason to believe that a transaction Transactions for which your Card was used is unauthorised by you or additional Cardholder or has been posted to your Account in error, then at your request we will examine your Account and the circumstances of the Transaction. We strongly recommend that you must immediately contact check the website on a regular basis and notify us by contacting Customer ServicesServices as soon as possible, but in any event event, within 13 months of the date of the relevant transactionTransaction. We may require you to liaise with appropriate authorities with respect to the unauthorised Transaction.
14.2 b. We will by the end of the next Working Day refund the unauthorised amount including Transaction Including any fees and restore your Account to the position it It would have been in if If the unauthorised transaction Transaction had not taken place.
14.3 c. We are not obliged to refund the unauthorised sums to you if we have reason to believe you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction Transaction was unauthorised, we will refund the sums to you straight away.
14.4 d. We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transactionTransaction, including any fees, to your Account.
14.5 e. You will be liable for all unauthorised transactions Transactions made from your Account(s);
14.5.1 Account if you or any additional Cardholders cardholder have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards or your Card details safe or PIN or other and Card security information related to Card safe; or
14.5.3 safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a Card your Card, or security information related to a your Card has been lost or stolen.
14.6 f. You will not be liable for unauthorised transactions Transactions from your Account after you have told us that a your Card or Card security Information has been lost, stolen or compromised.
14.7 g. Where you have agreed that another person in the EEA European Economic Area can take a payment from your Account (e.g. if you have given your Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment, which we will refund to you within 10 Working Days of receipt of your request, if all the following conditions are satisfied:
14.7.1 the authorisation given did not specify the exact amount to be paid;
14.7.2 the amount that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account.
14.8 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 are satisfied.
14.9 If you ask us to make a refund under paragraph 14.7 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 refund the payment in full; or
14.9.2 tell you the reasons why we do not agree to the refund.
14.10 You will not be entitled to a refund under paragraph 14.7 if:
14.10.1 you have given us your consent for the payment to be made; and
14.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put a
14.11.1 We don’t have to tell you before we take the money back or put a hold on the money.
14.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.e.
Appears in 1 contract
Samples: Utility Warehouse Prepaid Mastercard Terms and Conditions
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 12.1 If you have a reason to believe that a transaction for which on your Card Monese Account was used is unauthorised not authorised by you or additional Cardholder or has been posted to your Account in errora Payment Initiation Service Provider, you must inform Customer Services immediately contact Customer Servicesvia telephone or in-app chat, but in any event within 13 months of the date of the relevant transaction.
14.2 We 12.2 If you inform us of an unauthorised executed transaction under paragraph 12.1:
12.2.1 the obligation lies with us to prove that the transaction was authenticated, accurately recorded, entered in our accounts and not affected by a technical breakdown or any other deficiency in our services;
12.2.2 we will by the end of the next Working Day following receipt of notification in accordance with 12.1 and subject to 12.2.1 refund the unauthorised amount including any fees and restore to your Monese Account to the position it would have been in if the unauthorised or improperly executed transaction had not taken place.
14.3 We 12.2.3 we are not obliged to refund the unauthorised sums to you if we have any reason to believe that you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the unauthorised sums to you straight away. These will be back valued to ensure you suffer no loss.
14.4 12.2.4 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover on investigation that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Monese Account. We shall give you reasonable notice if any such reversal of a refund.
14.5 12.3 You will be liable for all unauthorised transactions made from your Account(s);
14.5.1 Monese Account if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you or any additional Cardholders have deliberately or with gross negligence failed to keep Cards your Monese Account security details or Monese Card details safe or PIN or other Monese Card security information related to Card safe; or
14.5.3 safe in accordance with the terms of this Agreement, or where you have failed to notify us without undue delay on becoming aware that a your Monese Account security details or Monese Card or Monese Card security information related to a Card has been lost lost, stolen or stolenotherwise misappropriated.
14.6 You 12.4 Unless you have acted fraudulently you will not be liable for any losses in respect of unauthorised transactions from your Monese Account after you have told us that a your Monese Card or Monese Card security information or Monese Account security details has been lost, stolen or compromisedcompromised or where the Monese Card has been used in connection with a distance contract.
14.7 Where 12.5 We are responsible for making payments on your Monese Account correctly. If you tell us that a payment has been made incorrectly, we will immediately refund your Monese Account with the amount including fees of the incorrect payment transaction and, restore your Monese Account to the state in which it would have agreed that another person been had the incorrect transaction not taken place. However, this will not apply if:
12.5.1 you fail to tell us of the incorrect payment without undue delay and in any case within 13 months of the date on which the transaction occurred;
12.5.2 any part of the Unique Identifier in the EEA can take Payment Details you gave us was incorrect. If so, we will make reasonable efforts to recover your money if the payment has gone missing, but we may charge you a payment from your Account (e.g. if fee to cover our costs in doing so. We will tell you have given your Card details how much it is before we start the recovery. If we are unable to a retailer for recover the purpose of making a payment for renting a car or booking a hotel room)funds, you can ask us request the relevant information we have regarding the transaction to refund a paymenthelp you reclaim payment amount. For legal reasons, which we will refund are obliged to you within 10 Working Days of provide this information on receipt of your a written request, if all except where the following conditions are satisfied:
14.7.1 the authorisation given did not specify the exact amount to be paidlaw prevents us from doing so;
14.7.2 the amount 12.5.3 we can show that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account.
14.8 We may ask actually received by the other bank (in which case you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 are satisfied.
14.9 If you ask us to make a refund under paragraph 14.7 then, within 10 Working Days of liable for the date we receive your request (or if we ask for more information under paragraph 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 refund the payment in fullpayment); or
14.9.2 tell you 12.5.4 if the reasons why we do not agree failure giving rise to the refundincorrect payment was due to abnormal and unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary, or if it arose because of our obligation to comply with Applicable Laws and Regulations.
14.10 You will not be entitled to a refund under paragraph 14.7 if:
14.10.1 you have given us your consent for the payment to be made; and
14.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 12.6 If funds have been paid in to into your Monese Account by mistake, we can take the funds back out of your Monese Account and/or put aa hold on the money so it cannot be spent.
14.11.1 12.6.1 We don’t have to tell you before we take the money back or put a hold on the money.;
14.11.2 12.6.2 If funds goes go into your Monese Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
12.7 If you have a Monese GBP Account and an error is made in Direct Debit, you will be entitled to a refund from the payee or us under the UK’s Direct Debit Guarantee Scheme. If you have a Monese Euro Account, you may be entitled to a refund under the SEPA Direct Debit Customer Protection.
12.8 Regardless of liability, if you wish to make a request for information regarding the execution of a payment transaction, we will make immediate efforts to trace the transaction and notify you of the outcome, free of charge.
Appears in 1 contract
Samples: Customer Terms and Conditions
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 12.1 If you have a reason to believe that a transaction for which on your Card Monese Account was used is unauthorised not authorised by you or additional Cardholder or has been posted to your Account in errora Payment Initiation Service Provider, you must inform Customer Services immediately contact Customer Servicesvia telephone or in-app chat, but in any event within 13 months of the date of the relevant transaction.
14.2 We 12.2 If you inform us of an unauthorised executed transaction under paragraph 12.1:
12.2.1 the obligation lies with us to prove that the transaction was authenticated, accurately recorded, entered in our accounts and not affected by a technical breakdown or any other deficiency in our services;
12.2.2 we will by the end of the next Working Day following receipt of notification in accordance with 12.1 and subject to 12.2.1 refund the unauthorised amount including any fees and restore to your Monese Account to the position it would have been in if the unauthorised or improperly executed transaction had not taken place.
14.3 We 12.2.3 we are not obliged to refund the unauthorised sums to you if we have any reason to believe that you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t n't provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the unauthorised sums to you straight away. These will be back valued to ensure you suffer no loss.
14.4 12.2.4 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover on investigation that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Monese Account. We shall give you reasonable notice if any such reversal of a refund.
14.5 12.3 You will be liable for all unauthorised transactions made from your Account(s);
14.5.1 Monese Account if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you or any additional Cardholders have deliberately or with gross negligence failed to keep Cards your Monese Account security details or Monese Card details safe or PIN or other Monese Card security information related to Card safe; or
14.5.3 safe in accordance with the terms of this Agreement, or where you have failed to notify us without undue delay on becoming aware that a your Monese Account security details or Monese Card or Monese Card security information related to a Card has been lost lost, stolen or stolenotherwise misappropriated.
14.6 You 12.4 Unless you have acted fraudulently you will not be liable for any losses in respect of unauthorised transactions from your Monese Account after you have told us that a your Monese Card or Monese Card security information or Monese Account security details has been lost, stolen or compromisedcompromised or where the Monese Card has been used in connection with a distance contract.
14.7 Where 12.5 We are responsible for making payments on your Monese Account correctly. If you tell us that a payment has been made incorrectly, we will immediately refund your Monese Account with the amount including fees of the incorrect payment transaction and, restore your Monese Account to the state in which it would have agreed that another person been had the incorrect transaction not taken place. However, this will not apply if:
12.5.1 you fail to tell us of the incorrect payment without undue delay and in any case within 13 months of the date on which the transaction occurred;
12.5.2 any part of the Unique Identifier in the EEA can take Payment Details you gave us was incorrect. If so, we will make reasonable efforts to recover your money if the payment has gone missing, but we may charge you a payment from your Account (e.g. if fee to cover our costs in doing so. We will tell you have given your Card details how much it is before we start the recovery. If we are unable to a retailer for recover the purpose of making a payment for renting a car or booking a hotel room)funds, you can ask us request the relevant information we have regarding the transaction to refund a paymenthelp you reclaim payment amount. For legal reasons, which we will refund are obliged to you within 10 Working Days of provide this information on receipt of your a written request, if all except where the following conditions are satisfied:
14.7.1 the authorisation given did not specify the exact amount to be paidlaw prevents us from doing so;
14.7.2 the amount 12.5.3 we can show that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account.
14.8 We may ask actually received by the other bank (in which case you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 are satisfied.
14.9 If you ask us to make a refund under paragraph 14.7 then, within 10 Working Days of liable for the date we receive your request (or if we ask for more information under paragraph 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 refund the payment in fullpayment); or
14.9.2 tell you 12.5.4 if the reasons why we do not agree failure giving rise to the refundincorrect payment was due to abnormal and unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary, or if it arose because of our obligation to comply with Applicable Laws and Regulations.
14.10 You will not be entitled to a refund under paragraph 14.7 if:
14.10.1 you have given us your consent for the payment to be made; and
14.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 12.6 If funds have been paid in to into your Monese Account by mistake, we can take the funds back out of your Monese Account and/or put aa hold on the money so it cannot be spent.
14.11.1 12.6.1 We don’t n't have to tell you before we take the money back or put a hold on the money.;
14.11.2 12.6.2 If funds goes go into your Monese Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
12.7 If you have a Monese GBP Account and an error is made in Direct Debit, you will be entitled to a refund from the payee or us under the UK's Direct Debit Guarantee Scheme. If you have a Monese Euro Account, you may be entitled to a refund under the SEPA Direct Debit Customer Protection.
12.8 Regardless of liability, if you wish to make a request for information regarding the execution of a payment transaction, we will make immediate efforts to trace the transaction and notify you of the outcome, free of charge.
Appears in 1 contract
Samples: Customer Terms and Conditions
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 13.1 If you have a reason to believe that a transaction for which on your Card Account was used is unauthorised by you or additional Cardholder a Payment Initiation Service Provider or has been posted to your Account in errorwas made incorrectly, you must immediately contact Customer Servicesinform us immediately, but in any event within 13 months of the date of the relevant transaction.
14.2 13.2 If you report unauthorised transaction to us:
13.2.1 We will by the end of the next Working Day refund the unauthorised amount including any fees and restore to your Account to the position it would have been in if the unauthorised transaction had not taken place.
14.3 13.2.2 We are not obliged to refund the unauthorised sums to you if we have reason to believe that you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the sums to you straight away.
14.4 13.2.3 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Account.
14.5 13.2.4 You will be liable for all unauthorised transactions made from your Account(s);
14.5.1 Account if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards or the Card, Card details safe or PIN or other security information related to Card safe; or
14.5.3 or Mobile Application credentials safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a Card or the Card, security information related to a the Card or Mobile Application credentials has been lost or stolen.
14.6 13.2.5 You will not be liable for unauthorised transactions from your Account after you have told us that a the Card, Card has security information or Mobile Application credentials have been lost, stolen or compromised.
14.7 13.3 If you tell us that a transaction has been made incorrectly, after we are informed, we will immediately refund your Account with sufficient funds including any charges to restore your Account to the same position as if the incorrect transaction had not been made. However this will not apply if:
13.3.1 any payment instructions you gave us were incorrect. If so, we will make reasonable efforts to recover your money if the payment has gone missing, but we may charge you a fee to cover our costs in doing so. We will tell you how much it is before we start recovery process.
13.3.2 we can show that the payment was actually received by the other bank (in which case they will be responsible for taking appropriate action).
13.4 If funds have been paid in to your Account by mistake, we can take the funds back out of your Account and/or put a hold on the money so it cannot be spent.
13.4.1 We don’t have to tell you before we take the money back or put a hold on the money.
13.4.2 If funds go into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
13.5 If an error is made in direct debit, you will be entitled to a refund from the payee or us under the Direct Debit Guarantee.
13.6 Where you have agreed that another person in the EEA can take a payment from your Account (e.g. if you have given your Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment, which we will refund to you within 10 Working Days of receipt of your request, payment if all the following conditions are satisfied:
14.7.1 13.6.1 the authorisation given did not specify the exact amount to be paid;
14.7.2 13.6.2 the amount that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 13.6.3 you make the refund request within eight weeks of the date when the payment was charged to taken from your Account.
14.8 13.7 We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 13.6.1 – 14.7.3 are satisfied13.6.3 apply.
14.9 13.8 If you ask us to make a refund under paragraph 14.7 13.6 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 14.813.7, within 10 Working Days of the date we receive that information) we will either:
14.9.1 13.8.1 refund the payment in full; or
14.9.2 13.8.2 tell you the reasons why we do not agree to the refund.
14.10 13.9 You will not be entitled to a refund under paragraph 14.7 13.6 if:
14.10.1 13.9.1 you have given us your consent for the payment to be made; and
14.10.2 13.9.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or.
14.10.3 13.9.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 If funds have been paid in to 13.10 Paragraph 13.9 does not limit your Account by mistake, we can take rights under the funds back out of your Account and/or put a
14.11.1 We don’t have to tell you before we take the money back or put a hold on the moneyDirect Debit Guarantee Scheme.
14.11.2 If funds goes into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
Appears in 1 contract
Samples: Account Agreement
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 13.1 If you have a reason to believe that a transaction for which on your Card Monese Account was used is unauthorised not authorised by you or additional Cardholder or has been posted to your Account in errora Payment Initiation Service Provider, you must inform Customer Services immediately contact Customer Servicesvia telephone or in-app chat, but in any event within 13 months of the date of the relevant transaction.
14.2 We 13.2 If you inform us of an unauthorised executed transaction under paragraph 12.1:
13.2.1 the obligation lies with us to prove that the transaction was authenticated, accurately recorded, entered in our accounts and not affected by a technical breakdown or any other deficiency in our services;
13.2.2 we will by the end of the next Working Day following receipt of notification in accordance with 12.1 and subject to 12.2.1 refund the unauthorised amount including any fees and restore to your Monese Account to the position it would have been in if the unauthorised or improperly executed transaction had not taken place.
14.3 We 13.2.3 we are not obliged to refund the unauthorised sums to you if we have any reason to believe that you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t n't provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the unauthorised sums to you straight away. These will be back valued to ensure you suffer no loss.
14.4 13.2.4 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover on investigation that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Monese Account. We shall give you reasonable notice if any such reversal of a refund.
14.5 13.3 You will be liable for all unauthorised transactions made from your Account(s);
14.5.1 Monese Account if you or any additional Cardholders have acted fraudulently; or
14.5.2 if the transaction was made because you or any additional Cardholders have deliberately or with gross negligence failed to keep Cards your Monese Account security details or Monese Card details safe or PIN or other Monese Card security information related to Card safe; or
14.5.3 safe in accordance with the terms of this Agreement, or where you have failed to notify us without undue delay on becoming aware that a your Monese Account security details or Monese Card or Monese Card security information related to a Card has been lost lost, stolen or stolenotherwise misappropriated.
14.6 You 13.4 Unless you have acted fraudulently you will not be liable for any losses in respect of unauthorised transactions from your Monese Account after you have told us that a your Monese Card or Monese Card security information or Monese Account security details has been lost, stolen or compromisedcompromised or where the Monese Card has been used in connection with a distance contract.
14.7 Where 13.5 We are responsible for making payments on your Monese Account correctly. If you tell us that a payment has been made incorrectly, we will immediately refund your Monese Account with the amount including fees of the incorrect payment transaction and, restore your Monese Account to the state in which it would have agreed that another person been had the incorrect transaction not taken place. However, this will not apply if:
13.5.1 you fail to tell us of the incorrect payment without undue delay and in any case within 13 months of the date on which the transaction occurred;
13.5.2 any part of the Unique Identifier in the EEA can take Payment Details you gave us was incorrect. If so, we will make reasonable efforts to recover your money if the payment has gone missing, but we may charge you a payment from your Account (e.g. if fee to cover our costs in doing so. We will tell you have given your Card details how much it is before we start the recovery. If we are unable to a retailer for recover the purpose of making a payment for renting a car or booking a hotel room)funds, you can ask us request the relevant information we have regarding the transaction to refund a paymenthelp you reclaim payment amount. For legal reasons, which we will refund are obliged to you within 10 Working Days of provide this information on receipt of your a written request, if all except where the following conditions are satisfied:
14.7.1 the authorisation given did not specify the exact amount to be paidlaw prevents us from doing so;
14.7.2 the amount 13.5.3 we can show that has been charged to your Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
14.7.3 you make the refund request within eight weeks of the date when the payment was charged to your Account.
14.8 We may ask actually received by the other bank (in which case you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 are satisfied.
14.9 If you ask us to make a refund under paragraph 14.7 then, within 10 Working Days of liable for the date we receive your request (or if we ask for more information under paragraph 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 refund the payment in fullpayment); or
14.9.2 tell you 13.5.4 if the reasons why we do not agree failure giving rise to the refundincorrect payment was due to abnormal and unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary, or if it arose because of our obligation to comply with Applicable Laws and Regulations.
14.10 You will not be entitled to a refund under paragraph 14.7 if:
14.10.1 you have given us your consent for the payment to be made; and
14.10.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 13.6 If funds have been paid in to into your Monese Account by mistake, we can take the funds back out of your Monese Account and/or put aa hold on the money so it cannot be spent.
14.11.1 13.6.1 We don’t n't have to tell you before we take the money back or put a hold on the money.;
14.11.2 13.6.2 If funds goes go into your Monese Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
13.7 If you have a Monese GBP Account and an error is made in Direct Debit, you will be entitled to a refund from the payee or us under the UK's Direct Debit Guarantee Scheme. If you have a Monese EUR Account, you may be entitled to a refund under the SEPA Direct Debit Customer Protection.
13.8 Regardless of liability, if you wish to make a request for information regarding the execution of a payment transaction, we will make immediate efforts to trace the transaction and notify you of the outcome, free of charge.
Appears in 1 contract
Samples: Customer Terms and Conditions
UNAUTHORISED AND INCORRECT TRANSACTIONS. 14.1 14.1. If you have a reason to believe that a transaction Transactions for which your Card was used is unauthorised by you or additional Cardholder or has been posted to your Account in error, then at your request we will examine your Account and the circumstances of the Transaction. We strongly recommend that you must immediately contact check the website on a regular basis and notify us by contacting Customer ServicesServices as soon as possible, but in any event event, within 13 months of the date of the relevant transactionTransaction. We may require you to liaise with appropriate authorities with respect to the unauthorised Transaction.
14.2 14.2. We will by the end of the next Working Day refund the unauthorised amount Transaction including any fees and restore your Account to the position it would have been in if the unauthorised transaction Transaction had not taken place.
14.3 14.3. We are not obliged to refund the unauthorised sums to you if we have reason to believe you or any additional Cardholders have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction Transaction was unauthorised, we will refund the sums to you straight away.
14.4 14.4. We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transactionTransaction, including any fees, to your Account.
14.5 14.5. You will be liable for all unauthorised transactions Transactions made from your Account(s);
14.5.1 Account if you or any additional Cardholders cardholder have acted fraudulently; or
14.5.2 if the transaction was made because you fraudulently or any additional Cardholders have deliberately or with gross negligence failed to keep Cards or your Card details safe or PIN or other and Card security information related to Card safe; or
14.5.3 safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that a Card your Card, or security information related to a your Card has been lost or stolen.
14.6 14.6. You will not be liable for unauthorised transactions Transactions from your Account after you have told us that a your Card or Card security Information has been lost, stolen or compromised.
14.7 14.7. Where you have agreed that another person in the EEA European Economic Area can take a payment from your Account (e.g. if e.g If you have given your Card details to a retailer for the purpose of making a payment for renting a car or booking a hotel room), you can ask us to refund a payment, which we will refund to you within 10 Working Days of from receipt of your request, request if all the following conditions are satisfiedsatisfied that:
14.7.1 14.7.1.1. the authorisation given by you did not specify the exact amount to be paid;
14.7.2 14.7.1.2. the amount that has been charged to your Account was more than you could reasonably have expected to pay, pay based on the circumstances, circumstances including previous spending patterns; and
14.7.3 14.7.1.3. you make made the request for refund request within eight weeks of the date when the payment was charged to taken from your Account.
14.8 14.8. We may ask you to provide information as is reasonably necessary to verify that conditions in 14.7.1 – 14.7.3 clause 14.7 are satisfied.
14.9 14.9. If you ask us to make a refund under paragraph clause 14.7 then, within 10 Working Days of the date we receive your request (or if we ask for more information from you under paragraph clause 14.8, within 10 Working Days of the date we receive that information) we will either:
14.9.1 14.9.1.1. refund the payment in full; or
14.9.2 tell 14.9.1.2. inform you the reasons as to why we do cannot agree to the refund.
14.10 14.10. You will not be entitled to a refund under paragraph clause 14.7 if:
14.10.1 14.10.1.1. you have given us your consent for the payment to be made; and
14.10.2 14.10.1.2. where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
14.10.3 14.10.1.3. if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
14.11 14.11. If funds have been paid in to into your Account by mistake, we can take the funds back out of your Account and/or put aa hold on the money so you cannot spend it.
14.11.1 We don’t 14.11.1.1. we will not have to tell inform you before we take the money back or put a the money on hold on ;
14.11.1.2. if the money.
14.11.2 If funds goes fund has been credited into your Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
14.12. If you have reason to believe that the Cashback statement shown on your UW monthly bill is incorrect, and would like us to investigate the discrepancy, then you must contact UW within 28 days of the bill date.
14.13. We reserve the right not to repay or refund any sums to which you may be entitled, or credit Cashback to you, if we have reasonable cause to believe that you have not acted in accordance with this Agreement and/or you have failed to report any fraudulent activities to the relevant authorities.
Appears in 1 contract
Samples: Terms and Conditions
