Terms and Conditions: Wallet-Linked Payment Card

1. Introduction

These Terms and Conditions (“Terms”) apply to Your payment card (the “Card”) and its association with Your TransferGo multi-currency account (the “ TransferGo Account”, “Account’’) issued by TransferGo Ltd (TransferGo), an authorised electronic money institution (EMI) authorised by the Financial Conduct Authority (FCA) under the Electronic Money Regulations 2011 (EMRs) and the Payment Services Regulations 2017 (PSRs) (Firm reference number: 991295) to issue electronic money and provide payment services.

The terms set out on this page apply to your use of the Card. These Terms should be read together with our main Terms and Conditions, which incorporate terms in relation to your TransferGo Account.

By ordering the Card, you agree to these Terms and confirm your understanding that any applicable fees will be charged at this stage.

2. Definitions

Card: The payment card issued to you, linked to your TransferGo Account.

TransferGo Account: Your e-money account, maintained by us, which holds the funds accessible via your Card.

We/Us/Our: TransferGo, the electronic money institution issuing the Card and the TransferGo Account.

You/Your: The person or legal entity to whom the Card and TransferGo Account are issued.

FCA: The Financial Conduct Authority of the United Kingdom.

PIN: A 4-digit or longer code that you will be asked to enter when making a payment using the Card.

The definitions not outlined in this clause are provided in our Terms and Conditions.

3. Eligibility and Card Ordering

3.1 To receive a Card, you must be at least 18 years old, have a permanent residential address in the United Kingdom, and have an Account approved by us. 

3.2 We reserve the right to reject applications, terminate your Card or close the Account if required by law or regulation.

3.3 Verification checks are performed when you apply for a TransferGo Account, and we may conduct additional checks as necessary. These checks could prolong the processing time for your Card order, and we cannot be responsible for delays caused by them.

4. Using Your Card and TransferGo Account

4.1 The Card is linked to your TransferGo Account and allows you to spend funds stored there.

4.2 You can use the Card at any location where Visa is accepted (subject to our discretion), online, or in-store.

4.3 Before using the Card, you need to make sure that it is activated and that sufficient funds are available in your Account before making a transaction.

4.4. Transaction fees for the Card will be withdrawn from your Account and will only be assessed if you have remaining funds. If your balance is less than the Card transaction fees, the available funds will be applied to cover those fees, resulting in a zero balance, which may cause your Card to be declined. If any fees remain outstanding, you are expected to add funds to your Account as soon as possible. 

The outstanding fees will be deducted first the next time you add funds to your Account.

4.5 The Card is not issued by a bank and can only be funded by you. We will not provide you with any form of loan or credit. 

4.6 We cannot guarantee that a retailer will accept the Card or that we will necessarily authorise any particular transaction because of a system problem, events outside our reasonable control, or because we are concerned about misuse of the Card. Accordingly, we shall not be liable if a retailer refuses to accept the Card, if we do not authorise a transaction, or if we cancel or suspend use of the Card.

4.7 If you have any disputes about purchases or the amount you have been charged by the company or person you bought goods or services from, you should settle these with the company or person involved. We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the Card, and we are not liable for an ATM failing to dispense cash.

4.8 If you are eligible for a refund for goods or services obtained with your Card, you agree to accept credits to your Account and adhere to the merchant’s refund policy. Refunds will be sent to us for crediting to your Account when received. We cannot control the timing of a merchant’s refund transaction; thus, there may be a delay between the refund date and when the amount is credited to your Account. Additionally, merchant refunds may be equal to or less than the original debit amount in cases of FX.

4.9 When you receive a refund for a Card payment in the Card currency, it will be added to your Account balance. If the refund is in a currency different from your Card currency, we will credit your Account in the Card currency after converting the amount.

4.10 If you notice duplicate payments and/or refunds for the same transaction, you must inform us immediately. We reserve the right to debit back any previously issued refund if a refund for the same transaction has also been provided by the merchant, without prior notice. For duplicate payments, please refer to section 9 below.

4.11 You should not make purchases that go beyond the electronic money available in your Account. If a transaction surpasses your available funds or the card limits in effect, it will be declined.

4.12 We may, at our reasonable discretion, refuse the use of your Card for various situations, including but not limited to: pre-authorised recurring payments; transactions at self-service fuel stations; cash transactions (other than ATM withdrawals), including cash back, bank withdrawals, money orders, traveller’s cheques, foreign exchange, or bureau de change, as well as any illegal activities.

4.13 If any amount remains outstanding, you are expected to add funds to your Account as soon as possible. The outstanding amount will be deducted first the next time you add funds to your Account.

5. Activating the Card

5.1 When you receive the Card, you will need to activate it (depending on whether it is a physical or virtual card) before using it to make transactions. 

5.2 You will need to activate your physical Card by logging into your Account via the App before you will be able to use it. You will receive a PIN for use with the Card, which can be changed by logging into your Account to a more memorable number. You must sign the signature strip on the back of the Card as soon as you receive it. 

6. Fees and Charges

All applicable fees and charges are set out in the Fee Schedule. 

7. Loading funds to your Card and Card balance

7.1 Your Card is linked to your TransferGo Account, and you can load funds into your Account via bank transfer and other methods supported by TransferGo.

7.2. Please refer to our Terms and Conditions on how to top up your Account.

8. Security and Safeguards

8.1 Taking care of the Card, PIN, and other security information is essential to help prevent/reduce fraud and protect your Account. Do not let anyone else use the Card or your Account, and do not tell anyone else your PIN, password, or other security information. 

8.2 We will never ask you to tell us your PIN. If you are in any doubt whether a caller is genuine or if you are suspicious about them, take their details and contact us. 

8.3 When you change your PIN, choose your new PIN carefully. Avoid selecting a PIN that can be compromised using other information about you, such as numbers from your date of birth or house number. Memorise your PIN, password, and other security information. Never write down your PIN or other security information. 

8.4 You should keep Card receipts and other information about your Account (such as statements) safe, and destroy them carefully and permanently when no longer needed.

8.5 You can freeze your virtual or physical Card at any time and unfreeze it once you’re ready to use it again.

8.6 You should keep the Card safe and not allow anyone else to use it. If someone else uses the Card before you report it as lost or stolen, the maximum amount you may be held liable for is £35, provided that you have not acted fraudulently, without reasonable care, or in a way that raises reasonable suspicion of fraud.

8.7 You should check the Account and Card statement regularly. If there is an entry that seems to be wrong, you should tell us as soon as possible so that we can investigate it. During our investigation, you should cooperate with us and with the police if we need to involve them. 

8.8 If the Card is lost or stolen, if you suspect that it has been used by someone other than you, or that someone else knows your PIN, password or other security information, you must tell us as soon as possible and freeze the Card with immediate effect under the Account. Once informed, we will take prompt steps to try and prevent the Card from being used. Provided that we have your authority to cancel the Card, we will then provide you with a replacement Card (at the cost outlined in section 6) linked to your Account (loaded with the same amount as your last available balance, provided there are no disputed transactions). We will post any replacement cards to the Account address that you have registered with us. 

8.9 If you do not use the Card in accordance with these Terms, or if we find that you are using the Card fraudulently, we reserve the right to charge you for any reasonable costs that we incur in taking action to stop you using it and to recover any funds owed as a result of these activities.

8.10 Upon your request, we will investigate any disputed transactions or other misuse of the Card. To do this, we may need more information and assistance from you, and you agree to provide such assistance as we require concerning our investigation within the timeframes stated by us. After the investigation has been completed, we will immediately redeem the transaction amount and associated charges that were not authorised by you, provided you have kept the Card and PIN secure, you have not acted, or caused someone to act, fraudulently, with gross negligence or in breach of applicable law, and you have acted with reasonable care. However, if the investigation shows that the disputed transaction was authorised by you, or you intentionally failed to keep your information safe, or it has been completed due to having acted fraudulently, intentionally, with undue delay or with gross negligence by you, it may impact your ability to successfully claim a loss and we also reserve the right to reverse the redemption and we may charge an administration fee. 

8.11 You must notify us immediately if your Card is lost, stolen, or if you become aware of any unauthorised transactions. Failure to report promptly may affect your liability for any resulting losses.

8.12 If you suspect that your Card or personal information has been used as part of a fraud, scam, or criminal act, you may be required to report the matter to law enforcement authorities and provide us with confirmation of such reporting to support our investigation and resolution of your claim.

9. Disputes/Chargebacks and Unauthorised Transactions

9.1 When it comes to disputed Card transactions, we may, at our discretion and subject to legal restrictions, decide against proceeding with chargebacks. Possible reasons include: 1. Lack of sufficient information to determine whether an error occurred; 2. Failure to notify us of the payment error in a timely manner; 3. Disputes arising from the risky nature of transactions made with the Card; 4. Evidence suggesting that you or someone you permitted to use your Card authorised the transactions in question.

9.2 Should you become aware of an unauthorised or incorrectly executed transaction, you must immediately notify us without undue delay and in any event no later than 13 months after becoming aware of any unauthorised or incorrectly executed transaction. Failure to notify us within this period may affect your right to a refund.

9.3 If you believe a transaction was carried out in error or without your authorisation, you may raise a dispute. You must provide all relevant details and, if requested, supporting evidence (e.g., receipts, communications with the merchant) to allow us to investigate. We reserve the right to decline a dispute where there is insufficient evidence or where the transaction was properly authorised.

9.4 In cases involving suspected fraud, theft, or coercion, we may require you to file a police report and provide a reference number or copy as a condition for processing your dispute or issuing a chargeback.

9.5 You agree to fully cooperate with our fraud, chargeback, or regulatory investigations, including providing accurate information, documents, or official reports as requested. Failure to cooperate may delay or invalidate your claim.

9.6 You will have no liability for a transaction that was not authorised by you if you were not fraudulent or negligent in the handling of the Card, and, upon becoming aware of the unauthorised transaction, promptly notified such transaction to us.

10. Expiry, Suspension, and Cancellation of the Card

10.1 Your Card (virtual and physical) is valid until the expiry date displayed in the App or printed on it, and the Card will no longer be usable after its expiry date.

10.2 When the Card is due to expire, we may be in touch to let you know how you may renew it. Alternatively, you may contact us to enquire how you may renew it. 

10.3 If the Card has expired, you may contact us to request a replacement Card. If we agree to issue a replacement Card, we may apply a fee as outlined in section 6.

10.4 Once the Card has expired, or if it is found after you have reported it to be lost or stolen, you must permanently and securely destroy the Card. However, you will still be able to send and receive funds to and from the Account associated with the Card, subject to the Account remaining open.

10.5 If you do not wish to renew your Card, simply allow it to expire without requesting a new one. Your Card will be deactivated after its expiry, and you will not be able to use it. Be sure to destroy your expired Card.

10.6 If you wish to cancel the Card, you can do so via the App or by contacting us. If the Card is cancelled, we will promptly block it so that it cannot be used. Once cancelled, you must permanently and securely destroy it. Examples include cutting up the physical Card – for example, making a clear cut directly through the chip and signature strip (if present).

10.7 You will not be entitled to a refund of money already spent on authorised or pending transactions, or any fees for use of the Card before the Card is cancelled or expires.

10.8 We may cancel the Card at our convenience by giving you at least two months’ notice.

10.9 We may also cancel or suspend the Card immediately if we suspect fraud or misuse of the Card, if we have any other security concerns, or if we need to do so to comply with applicable law. If we do this, we will tell you as soon as we can, where permitted, after we have taken these steps.

10.10 We may immediately cancel the Card: a) if you breach a material part of these Terms, or repeatedly breach these Terms and fail to resolve the matter by no later than 30 (thirty) business days from receiving notice of this breach from us. b) if you fail to pay fees or charges that you have incurred or fail to put right any shortfall within 30 (thirty) business days after receiving notice of this breach from us. c) in the event of your death.

10.11 Additionally, we reserve the right to cancel these Terms or suspend the Card or Account(s) with immediate effect if we believe the Card is deliberately being used by you to commit fraud or for other illegal purposes. If we do this, we will tell you as soon as we reasonably can, subject to applicable law.

11. Customer Support

For help and assistance, please log in to your TransferGo Account and contact us via chat. 

Alternatively, please visit our Help page.

12. Complaints and Dispute Resolution

If you have any complaints about us or our Services, you can contact us by following our complaints procedure.

13. Data Protection

We will process your personal data in accordance with our Privacy Policy. This includes sharing data with our card processor and regulators where legally required.

14. Changes to These Terms

We may update these Terms with two months’ notice via email or app notification. If you do not accept the changes, you may close your Account.

15. Governing Law

These Terms are governed by the laws of England and Wales, and any disputes shall be subject to the jurisdiction of the English courts.