The Fandom Pay MotoGP™ Mastercard® Prepaid Card Cardholder Agreement
These terms and conditions apply to any holder of this Card (‘the Card’). By using your Card you are demonstrating your agreement to these terms and conditions. Please read these Terms carefully before you submit your application to us.
These terms and conditions are available in the app or online at www.fandompay.com. You can request a copy of these terms and conditions at any time.
The Card is sold and promoted by Fan Payment Solutions LLC, trading as Fandom Pay, a company registered in the State of Delaware, USA, with company number 7241319 and registered office address: 108 West 13th Street, Wilmington, Delaware 19801 (co-brand partner) and issued by PayrNet Limited (“PayrNet”), a Railsbank group company. PayrNet is incorporated in England and Wales with registration number 09883437 and has its registered office at Kemp House, 152 City Road, London EC1V 2NX, United Kingdom. PayrNet is authorised and regulated as an electronic money institution by the Financial Conduct Authority with FCA reference number 900594.
The Card is distributed by Quantum Card Services Ltd, registered office: 7 – 8 Church Street, Wimborne, Dorset, BH21 1JH. Registered in England No. 04501775.
Your rights and obligations relating to the use of this Card are subject to this Agreement between you and us; you have no rights against Mastercard International Incorporated or its respective affiliates.
If you experience any difficulties in using the Card, you should contact the Fandom Pay customer support team, see clause 29 for details.
In these terms and conditions, the following words and phrases have the meanings shown next to them:
Account – means the electronic account linked to your Fandom Pay MotoGP™ Mastercard;
Agreement – means this Cardholder Agreement as varied from time to time;
App – means the Fandom Pay Android or iOS app that is available to download via the Apple App store or Google Play store. You must download the App in order to order, activate and manage your Card;
ATM – means Automated Teller Machine or cashpoint facility or cash dispenser;
Available balance – means the value of funds loaded onto your Fandom Pay MotoGP™ Mastercard and available for use;
Business Day – means any day between and including Monday to Friday, between 9am and 5pm (UK time) except for bank or public holidays in England and Wales;
Card – means your Fandom Pay MotoGP™ prepaid Mastercard® Card (including any secondary/companion or replacement card) containing the Chip and PIN and contactless payment chip issued to you under this agreement;
Cardholder – means You, the person entering into this Agreement with us;
e-money – The electronic money associated with your Fandom Pay MotoGP™ Mastercard;
Fees – a variety of charges that can be raised for purchase and on-going use of the card;
PIN – means Personal Identification Number i.e. the security number provided for use with the card;
Fan Payment Solutions LLC – company registered in the State of Delaware, USA, with company number 7241319 and registered office address: 108 West 13th Street, Wilmington, Delaware 19801 (co-brand partner)
Fandom Pay – the trading name of Fan Payment Solutions LLC and approved co-brand partner of the Card;
Full Deductible Amount – The full transaction amount, including the Transaction itself along with any associated fees, charges and taxes;
Lost and Stolen – means the process of reporting your card lost and stolen, 24 hours a day, every day of the week, via the App;
Mastercard – Mastercard International Incorporated whose head office is at 2000 Purchase Street, Purchase, New York, 10577 USA;
Merchant – A retailer, or any other person, firm or corporation that accepts cards which display the Mastercard Acceptance Mark and/or which has contactless payment facilities;
Minimum Term – means the minimum agreement term; a period of twelve months, from the date on which we accept your order, and which is renewable on a yearly basis until the Agreement is terminated by either party in accordance with these terms;
My account – The area in the App that provides access to manage your Card account. My account provides up-to-date information about your account and you will need an Internet connection in order to access it;
QPAY – means Quantum Card Services Ltd, trading as QPay, who are responsible for managing the card programme and who shall send you SMS text messages for essential card account services.
Rewards – means the additional rewards and benefits accorded to the Cardholder, subject to separate Rewards terms and conditions, details of which can be found in the Fandom Pay App. Rewards are subject to change; please refer to the App for the current Rewards.
Service – means the e-money service offered to customers by PayrNet Limited which will allow you to make Chip and PIN and/or contactless payments using the Fandom Pay MotoGP™ Mastercard:
Subscription – means the card subscription fee that is charged as an annual or monthly fee, and is subject to the Minimum Term of 12-months;
Transaction – A retail sale completed by you using your Fandom Pay MotoGP™ Mastercard;
Verification of Identity – means confirming your personal identity by you providing documentation of identity and evidence of your identity – a ‘selfie’ photograph or video;
We, us or our and issuer – means Railsbank Limited, PayrNet Limited or Fan Payment Solutions LLC or our contracted partners acting on our behalf;
Website – means the website www.fandompay.com;
PayrNet Limited – whose principal office is Kemp House, 152 City Road, London EC1V 2NX, United Kingdom, is authorised and regulated in the UK by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900594).
You / Your – means the person who has applied for and received the Card and is authorised to use the Card as provided for in this Agreement.
1. Special Terms
1.1. When you place an order for the Card in the App our acceptance of your order will take place as soon as we process your payment, at which point a contract will be entered into between you and us and we will also send you an email confirmation (“Confirmation”).
1.2. We reserve the right not to accept or process your order for any reason. All orders are subject to validation checks and authorisation by your payment card issuer. If we do not accept your order and your credit/debit card has already been debited, we will notify you and refund your card in full.
1.3. The Rewards start immediately after your purchase (“Start Date”) as requested by you in the Fandom Pay App at the time of purchase (by clicking ‘Confirm Payment’).
1.4. A successful Card order entitles you to receive a Fandom Pay MotoGP™ Mastercard® Card and to access Rewards in the App from Fandom Pay’s selected Rewards partners from the Start Date (as defined in 1.3) for the duration of your Card, providing you have paid your annual or monthly Card Subscription fees.
1.5. While your card has a 3-year expiry, this agreement is subject to an annual or monthly subscription fee. THE MINIMUM TERM OF YOUR CARD SUBSCRIPTION IS 12 MONTHS FROM THE DATE ON WHICH WE ACCEPT YOUR ORDER.
1.6. YOUR CARD SUBSCRIPTION MAY NOT BE CANCELLED OR TERMINATED BY YOU DURING THE MINIMUM TERM, EXCEPT AS SET OUT IN THE “AMENDMENT AND CANCELLATION” SECTION.
1.7. AFTER THE MINIMUM TERM, YOUR CARD SUBSCRIPTION AUTOMATICALLY RENEWS FOR ANOTHER YEAR AND YOU SHALL BE CONTRACTED FOR ANOTHER 12 MONTHS AND A NEW MINIMUM TERM STARTS. We will send you a renewal reminder email three weeks before your renewal date. YOUR CARD SUBSCRIPTION AUTOMATICALLY RENEWS UNTIL YOU CANCEL IT IN ACCORDANCE WITH THE PROVISIONS UNDER SECTION “AMENDMENT AND CANCELLATION” BELOW.
1.8. When you order a Card we will use your personal details to register you and create a Fandom Pay App account.
2. CARD FEES AND PAYMENTS
2.1. When you order a Card you agree to pay the Fee for the price that is displayed on the order page on the Fandom Pay App and detailed in clause 30 in accordance with these Terms. Payment of fees are offered as two (2) payment plans:
2.1.1. Annually: an upfront lump sum payment; or
2.1.2. Monthly: a monthly recurring fee (a total of 12 payments)
2.2. Prices quoted in the Fandom Pay App include delivery charges and taxes (where applicable).
2.3. Your fee will not change during the Minimum Term.
2.4. If Fandom Pay wants to apply an increase to the price of your future fee payments, Fandom Pay will give you 60 days notice of the new fee by sending a notice to the email address you have provided. If you do not wish to continue your Card and Rewards at the new fee payment amount, you may cancel your Card by contacting us within 30 days of receiving such notice. See the “Cancellation of your Card” section above for how to do this.
2.5. When you order a Fandom Pay Card via the Fandom Pay App you are required to specify your payment card (“your payment method”). This must be a Mastercard or Visa credit or debit card. You can change or update your payment card at any time via the App ‘My Card’ section. It is your responsibility to ensure that the payment card you specify is valid at all times and has not expired by keeping your payment method up to date. If funds available through your payment card are not sufficient to cover any payment when due, you are responsible for providing Fandom Pay with access to another acceptable payment card to pay the full amount due.
2.6. Fandom Pay will charge your payment method as follows:
2.6.1. For the Annual payment plan: the full fee shall be deducted at the point of order. Your annual renewal payment will be due and payable each subsequent year, and Fandom Pay will charge your payment method saved in the App, on or about the same day as the date you first purchased your Card, until you cancel it in accordance with the provisions under section “Amendment and Cancellation”.
2.6.2. For the Monthly payment plan: the first monthly payment shall be deducted at the point of order. Then each subsequent month, your monthly payment will be due and payable on or about the same day each month as the date you placed your Card order (e.g. if you purchase your Card on the 10th of the month, your monthly payment method will be charged on or about the 10th of each month). The fee will be charged to your payment method saved in the App,
2.6.3. The amount that will be charged to your payment method and the frequency and day on which it becomes due can be viewed on the Payment Plan page in the Fandom Pay App.
2.7. If Fandom Pay is unable to obtain payment when attempting to charge your payment method, Fandom Pay will notify you immediately that payment has been unsuccessful by sending a notice to the email address you have provided.
2.8. If you receive notification from Fandom Pay that your payment method has been unsuccessful, it is your responsibility to:
2.8.1. ensure you have sufficient funds available for Fandom Pay to successfully charge your payment method; or
2.8.2. update your payment method in the Fandom Pay App for the specific missed payment and all future payments as set out in Clause 2.5.
2.9. IF ANY PAYMENT DUE IS NOT RECEIVED (OR IS REVERSED) AT ANY TIME DURING THE TERM OF THIS AGREEMENT, THE FANDOM PAY MOTOGP™ PREPAID MASTERCARD CARD WILL BE SUSPENDED AFTER 7 DAYS (we will notify you of this by email): AND YOUR RIGHTS AND ACCESS TO REWARDS SHALL BE WITHDRAWN UNTIL PAYMENT IS MADE. IF FANDOM PAY IS UNABLE TO SUCCESSFULLY TAKE PAYMENT FROM YOUR PAYMENT METHOD AFTER 30 DAYS, FANDOM PAY WILL REVOKE YOUR CARD AND REWARDS (we will notify you of this by email).
2.10. If your Card is revoked in accordance with these Terms, your Card will be cancelled, and you will no longer be eligible to receive any of the Rewards.
2.11. IF YOUR CARD IS REVOKED IN ACCORDANCE WITH THESE TERMS, FANDOM PAY WILL APPLY A CARD MANAGEMENT FEE THAT WILL BE DEDUCTED FROM THE AVAILABLE BALANCE ON YOUR FANDOM PAY CARD. THIS FEE SHALL BE APPLIED TO RECOVER THE UNPAID FEES DUE FROM YOU IN ACCORDANCE WITH THE FEE SCHEDULE IN SECTION 2 THAT YOU HAVE ENTERED INTO.
2.12. Failure to use the Card or your Rewards does not relieve you of responsibility for payment. In addition, regardless of the number of times the Card or Rewards have been used, there are no refunds on amounts paid for the Card except as set out in the “Amendment and Cancellation” section.
2.13. Free trials and promotional periods
2.13.1. If you are a new customer you may receive a ‘free trial’ or ‘introductory offer’ as part of your Subscription. When the free trial or introductory offer period finishes your Subscription will automatically continue at the price quoted in the App during the sign-up process, unless you cancel in accordance with the instructions set out below before the end of the trial period.
2.13.2. You will have the right to cancel the subscription prior to the end of the trial or period. If we do not provide you with an online cancellation mechanism, then you may exercise this cancellation right by contacting us, see clause 29. We will email you prior to the end of the free trial or promotional period to remind you that the trial or period is coming to an end, and to give you an opportunity to cancel before the commencement of the paid period. If you do not cancel, we will charge your payment method at the end of the free trial or promotional period and at the agreed recurring intervals for your chosen subscription, and your subsequent cancellation rights will be in accordance with the terms specific to the subscription.
2.13.3. Free trials and promotional periods cancellation: Your cancellation rights, and the mechanism via which you may notify us of your decision to cancel, will be disclosed to you at or prior to the time at which you purchase a subscription.
3. THE CARD
3.1. You will be issued a Card in the local currency of your country of residence entered during the application process. All references to that currency in these terms and conditions are relevant to you.
3.2. The card is an e-money product, and as such it is not covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that PayrNet Limited becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.
3.3. Funds on the Card are electronic money and it is an e-money “prepaid card account”. This is not a debit card supported by a bank account, and is not in any way connected to a bank account. It is also not a guarantee card, charge card or credit card. You will not earn any interest on any funds loaded on to the card.
3.4. Your Card is issued to you, for use by you only. We reserve the right to cancel your Card if we find another person has used your Card with your consent.
4. ORDERING YOUR CARD
4.1. You can order a Card via the App. The Card will be sent to you in the post to your residential address that you provide at the point of order.
4.2. At the time of launch, Cards can only be issued to residents of Spain, Germany, Italy, Austria or the UK, aged 18 years or older. You may only order 1 (one) card per person.
4.3. Cards are available in Euro (€) or GBP (£) currency. We will issue your card based on your country of residence.
4.4. As part of the card activation process, or any time thereafter and before this agreement terminates,
4.4.1. we are obliged to undertake verification of identity, sanction and card programme eligibility checks (as required under the Money Laundering Regulations).
4.4.2. Restricted usage limits will be applied to your card until we are able to successfully verify your identity, see clause 30 for details of these limits.
4.4.3. If you appear on any of the sanction lists, or we are unable to verify your identity, or if we find that you are not eligible to be in receipt of the card under the rules of the card programme, we may cancel your card and we may have to take further action, as required by law. We will inform you of our intent to cancel your card, if lawful to do so.
4.4.4. When we perform an identity verification check, personal information provided by you may be disclosed to a registered Credit Reference Agency who may keep a record of that information. A credit check is not performed and your credit rating will not be affected.
4.4.5. The following documents are required for you to provide proof of identity and residency:
22.214.171.124. Proof of ID: full colour scan/photo of a government issued photo ID (passport, driving licence or national ID card)
126.96.36.199. A selfie photograph.
You must provide both documents.
4.4.6. If we successfully verify your identify, the restricted usage limits will be lifted from your Card.
4.4.7. If we are unable to verify your identity, the restricted usage limits will continue to apply to your Card; you will still be able to use your Card to receive Rewards.
5. ACTIVATING YOUR CARD
5.1. Upon receipt of your Card, you must:
5.1.1. Sign the signature strip on the back of the card.
5.1.2. Activate the Card via the App, following the on-screen instructions. You can only activate your Card in the App.
6. LOADING YOUR CARD
6.1. Once you have activated your Card you need to load money onto it from a Visa or Mastercard debit or credit card.
6.1.1. You must use a credit or debit card that has been issued by a regulated financial institution in the UK or EEA and is registered at the same address as the card.
6.2. Until you successfully pass the Identity Verification check, restricted usage limits will apply to your Card. These limits vary by country; see clause 30.
6.2.1. If you pass the Identity Verification check, the card programme limits will apply to you, see clause 30.
6.3. You can load funds onto your Card at any time via the App, subject to passing 3D-Secure checks.
6.4. You can also opt for an automatic reload “Auto Top-Up” so that if your Card balance falls below €25/ £20, it will automatically top up with the amount that you have pre-set. To stop or amend an Auto Top-Up that you have set up, login to your account via the App.
6.5. We retain the right to de-activate the Card before the total annual load limit referred to in clause 30 is reached if we are required to do so for legal or regulatory purposes.
6.6. You can request a refund from your Card to your credit or debit card at any time by contacting customer services, see clause 29.
6.7. Money paid into your Card account by accident: we can return money paid to your Card by mistake, however, if you don’t think a payment made to you from a payment service provider in the EEA was a mistake, we may also be allowed to share your personal information with the paying payment service provider so that you can be contacted directly. This is because we are required to cooperate with other payment service providers and share all relevant information in order to assist with tracing money which is sent to the wrong person.
7. USING YOUR CARD
7.1. The card is a prepaid product which can be used to pay for goods and services at merchants that display the Mastercard Acceptance Mark.
7.2. You can use the card to make purchases in-store (as contactless or Chip and PIN), via the Internet or over the phone.
7.3. To use the card, present it at the time of payment. Use it in full or part payment of your purchase.
7.4. Contactless point of sale transactions are subject to the local contactless limit but shall not exceed £45 in the UK (from 1st April 2020) and €50 in the EEA in a single transaction.
7.5. For added security, your Card is set up with Contactless Counters. These counters require you to make a contact transaction, rather than a contactless transaction, whenever the number or cumulative amount of contactless transactions reaches 5 transactions or €150/£125 – whichever is soonest. To make a contact transaction you will be asked to enter your PIN into the point of sale payment terminal.
7.6. You can retrieve your PIN via the App at any time.
7.7. You can change your PIN at any time, through any ATM that provides such a service. If we are charged by the ATM provider for changing the PIN, we reserve the right to pass this charge to your card. You should be advised of any charges for changing your PIN at an ATM. We have no control over these charges.
7.8. The card can be used to obtain cash through ATMs, providing you have passed Identity Verification. If you have not passed the Identity Verification, cash access at ATM will not be allowed.
7.9. You must not use the card for:
7.9.1. pre-authorised regular payments;
7.9.2. transactions at self-service petrol pumps, also known as ‘pay at pump’;
7.9.3. transactions for cash (other than ATM withdrawal) including for example cash back, cash from a bank, money orders, traveller’s cheques, foreign exchange, or bureau de change, or any illegal purposes.
7.10. Your card cannot be used in situations where it is not possible for the Merchant to obtain online authorisation even if you have sufficient balance for the transaction. For example, transactions on buses, trains, ships, and some in-flight purchases.
7.11. If you wish to use your Card for a purchase that is greater than the balance on your Card, you must tell the Merchant to charge only the exact amount of funds available on your Card (plus fees) and you must pay the difference using another payment method. The Merchant may require payment for the difference in cash. Some Merchants may not accept these “split transactions”. If you fail to inform the Merchant prior to completing the transaction, the transaction may be declined.
7.12. If you commence a purchase and then change your mind and fail to make the purchase, after the Merchant has already obtained an “authorisation” for the transaction, the “authorisation” may result in a temporary hold for that amount of funds for up to ten (10) Days.
7.13. We will deduct any applicable fees/charges due from the available balance on your Card as they become payable by you. See clause 30 for details of fees. If there is no available balance of funds, or charges exceed the balance of funds available and your card goes into negative balance, we will notify you and require you to repay the balance in the time and manner requested. We reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.
7.14. In the unlikely event, for any reason whatsoever, a transaction is completed when there are insufficient funds on the Card for that transaction (a “Shortfall”), the Shortfall shall be reimbursed by you unless it is due to an error on the part of the Merchant where the Card was presented, in this circumstance we may seek the Shortfall from the Merchant.
You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount. We may charge the amount of the shortfall from any other products issued by us that you hold with us, or to any other payment method that you may designate at that time, or against any funds that you may subsequently load onto your Card or on any additional Card activated by you as a replacement. Until we are reimbursed the Shortfall amount, we may suspend your Card.
7.15. Like other payment cards, we cannot guarantee a Merchant will accept your Card. We may also refuse to pay a transaction:
7.15.1. If we are concerned about the security of your Card or we suspect your Card is being used in an unauthorised or fraudulent manner.
7.15.2. If insufficient funds are available on your Card at the time of a transaction to cover the amount of the transaction and any applicable fees;
7.15.3. If there is an outstanding shortfall on the Card in accordance with clause 7.14;
7.15.4. If we have reasonable grounds to believe that you are acting in breach of this Agreement;
7.15.5. If you have not paid a Card Fee that is due in accordance with these terms, within 7 days of us notifying you by email that we have been unable to take a payment;
7.15.6. If we believe that a transaction is potentially suspicious or illegal (for example, if we believe that a transaction is being made fraudulently); or
7.15.7. Because of errors, failures (whether mechanical or otherwise) or refusals by Merchants, payment processors or payment schemes processing transactions.
7.16. If we refuse to authorise a transaction, we will, if practicable, tell you why immediately unless it would be unlawful for us to do so. You may correct any information we hold and which may have caused us to refuse a transaction by contacting customer services.
7.17. We may at any time suspend, restrict or cancel your Card or refuse to issue or replace a Card for reasons relating to the following:
7.17.1. we are concerned about the security of your Card we have issued to you;
7.17.2. we suspect your Card is being used in an unauthorised or fraudulent manner;
7.17.3. or we need to do so to comply with the law.
If we do this, we will tell you as soon as we can or are permitted to do so after we have taken these steps.
8. AUTHORISING TRANSACTIONS
8.1. You agree that any use of your card, card number, PIN or any other authentication information, including the entry of a one-time passcode constitutes your authorisation and consent to a transaction.
8.2. The time of receipt of a transaction order is when it is received by us. If a transaction order is received after 5pm on a business day, then it will be deemed to have been received on the next business day. If receipt does not fall on a business day, then it will be deemed to have been received on the next business day.
8.3. You cannot stop a transaction after it has been transmitted to us by giving your consent to the transaction, or once you have given your consent to the supplier for a pre-authorised payment.
8.4. We may refuse a transaction or suspend or terminate the right to top-up your card. We may do this if the relevant phone or computer link is busy. We may also do this if:
8.4.1. a transaction might take you over your available funds on the card; or
8.4.2. a transaction might take you over any of your card limits; or
8.4.3. we reasonably believe that we need to do so to keep to the rules of the payment system under which your card is issued; or
8.4.4. we reasonably believe that there are needs to do so to comply with any law or as a matter of good practice; or
8.4.5. you have not paid a Card Fee that is due in accordance with these terms, within 7 days of us notifying you by email that we have been unable to take a payment.
9. 3D Secure
9.1. 3D Secure is a payment authentication standard for internet purchases which adds an extra layer of security when purchasing goods or services online with participating retailers.
9.2. 3D Secure is an extra security feature of your prepaid card and is not intended to replace security obligations in the terms and conditions of your card.
9.3. You do not need to register your card to use this service, we’ll automatically enrol your card.
9.4. When purchasing online from a participating retailer and authentication is required, you will be brought to a Mastercard SecureCode screen.
9.5. You’ll be prompted to enter a one-time passcode (OTP) sent to your mobile phone by text message (SMS) to complete your purchase. The message will be sent from ‘QPAY’. You have three attempts to enter the passcode correctly. If you do not enter the passcode correctly, you will not be able to complete your online purchase.
9.6. The passcode will only be valid for the online purchase you have received it for.
9.7. To enable you to use 3D Secure you should make sure that the personal information we hold for you (mobile phone number) is up to date. For assistance, speak to our customer service team on +44 (0) 203 409 4432. Calls will be charged at the standard geographic UK rate and are included in your fixed line inclusive call volume. For non-BT and mobile phone users, please check with your service provider.
9.8. To use 3D Secure:
9.8.1. you must have internet access
9.8.2. you must have a mobile phone
9.8.3. you must ensure that you registered a valid mobile phone number on your card account
9.8.4. your mobile phone must be able to receive the one-time passcode SMS.
9.8.5. If we do not have your mobile number your ecommerce transaction will probably be declined.
10. Transaction Alerts
10.1. We will send you a push notification for each transaction made with your card. You do not need to register to use this service, we’ll automatically enrol you. You can choose to switch these alerts off once logged into your app account, and switch them back on at any time you wish.
10.2. You hereby acknowledge and accept that each transaction alert is sent to you without being encrypted and will include information relating to transaction activity on your card. You must ensure that no-one has access to the confidential information that you receive via the transaction alerts service and you must take all reasonable precautions to prevent any other party being able to gain access.
10.3. We may make alterations to the service at any time and will notify you of any changes.
10.4. You will receive transaction alerts through a smartphone. It is your responsibility to determine if your smart phone can receive push notifications.
10.5. Transaction alerts are subject to the terms and conditions of your agreement(s) with your mobile telephone network provider. You are responsible for any fees imposed by your mobile telephone service provider of any kind whatsoever.
10.6. You can cancel transaction alerts at any time by logging in to your app account.
10.7. We will only send you a transaction alert once, if you delete an alert which we have sent to you, it cannot be sent again.
10.8. You acknowledge and agree that your receipt of any transaction alert may be delayed or prevented by factor(s) affecting your mobile telephone network provider and other factors outside our control, for example if your mobile telephone is switched off or you do not have network coverage.
10.9. Transaction alerts are accurate when they are generated on our systems however the funds available on your card may change before and after you receive them.
11. Two-Factor Authentication
11.1. Two-factor authentication (2FA) is a second layer of security to protect your online account. Two-factor authentication increases the safety of online accounts by requiring entry of a one-time passcode in order to gain access to your account.
11.2. You should make sure that the personal information we hold for you (mobile phone number) is up to date in your online account. For assistance, speak to our customer service team on +44 (0) 203 409 4432. Calls will be charged at the standard geographic UK rate and are included in your fixed line inclusive call volume. For non-BT and mobile phone users, please check with your service provider.
12. TRANSACTIONS MADE IN FOREIGN CURRENCIES
12.1. The card can be used for transactions which are not in the currency of the card although a fee will be applied for doing so, see clause 30 for fees.
12.2. If you make a transaction in a currency other than the currency of the card, we will change the amount into the currency of the card at the wholesale market rate used by Mastercard. We will charge a service charge (commission), see clause 30 for fees.
12.3. Exchange rates may change, and the exchange rate which applies on the date that you make your transaction may not be the same as the exchange rate we use on the date that we convert the transaction charge and deduct the service charge from your balance. From August 11th 2020, the rate that applies will always be the rate which applied on the date that you made your transaction. Your online statement will show the exchange rate and service charge. You can check the exchange rate used at: https://www.mastercard.us/en-us/consumers/get-support/convert-currency.html
You can view the European Central Bank (ECB) rate as a comparison here: https://www.ecb.europa.eu/stats/policy_and_exchange_rates/euro_reference_exchange_rates/html/index.en.html
13. REFUNDING TRANSACTIONS
13.1. You may be entitled to claim a refund in relation to transactions where:
13.1.1. The transaction was not authorised under this Agreement;
13.1.2. We are responsible for a transaction which was incorrectly executed in accordance with clause 15 below;
13.1.3. A pre-authorised transaction did not specify the exact amount at the time of its authorisation and the amount charged by a supplier is more than you could reasonably have expected taking into account normal spending patterns on the Card or the circumstances of the transaction.
13.2. A claim for a refund in the circumstances set out above will not be accepted if;
13.2.1. the amount of the transaction was made available to you at least 4 weeks before the transaction date or it is made more than 8 weeks after being debited to your Card; or
13.2.2. we were not notified of the unauthorised/incorrectly executed transaction within 13 months of the debit date.
13.3. If you are entitled to a refund for any reason for goods or services obtained with your Card, you agree to accept credits to your Card for such refunds. In the case of Merchant refunds, it may take up to seven (7) days for the amount of the refund to be credited to your Card.
14. DISPUTES WITH MERCHANTS
14.1. If you have any disputes about purchases made using your Card, you should settle these with the Merchant you bought the goods or services from.
14.2. We are not responsible for the quality, safety, legality or any other aspect of any goods or services purchased with your Card. Remember that once you have used your Card to make a purchase we cannot stop that transaction.
15. UNAUTHORISED & INCORRECTLY EXECUTED PAYMENTS
15.1. We will refund any incorrectly executed transaction immediately unless we have any reason to believe that the incident has been caused by a breach of this Agreement, gross negligence or we have reasonable grounds to suspect fraudulent activity.
15.2. If the investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence, you may be liable for any loss we suffer because of the use of the Card.
15.3. You should check the transactions on your Card regularly and carefully. Tell us immediately by contacting the Fandom Pay customer support at any time if there is a transaction you do not recognise or if you think we have sent a payment incorrectly. If you don’t tell us within 13 months of the date of the payment, you may not be entitled to have any disputed transactions corrected. We won’t provide a refund, but we’ll try and trace it for you. We may charge you a reasonable fee to cover our costs in doing this.
15.4. If you dispute that you’ve carried out a transaction, we will expect you to co-operate with us and the police in any investigations. We may give the police any information they consider relevant, to enable them to carry out investigations.
16. CHECKING YOUR BALANCE
16.1. To check your card balance or to review your last 6 months’ transaction history, login to your account on the App. We will not send you paper statements.
16.2. If you require transaction history previous to that displayed in the App, please contact customer services, see clause 29 for contact details. You can decide whether information about your payment instrument should be actively provided by us (e.g. in a monthly statement sent to your email address) or instead made available for you to obtain (e.g. via your online account, without an accompanying email notification).
17. WHEN YOUR CARD EXPIRES
17.1. The card’s expiry date is printed on the card. You must not use the card after its expiry date.
17.2. Providing you have not cancelled your Card Agreement, we will send you an email three weeks before the card expiry date to inform you that we will automatically transfer the outstanding balance to a new card. The new card will be issued to you as part of your Card Agreement and sent to you at the address you have given us under condition 20.1 within two weeks of the expiry date. Tell us if you do not want your card to be renewed. To do this, please contact the Fandom Pay customer support team, see clause 29.
17.3. If you renew your card in circumstances under clause 17.2 this agreement will continue to apply.
17.4. If you request that your card is not renewed under clause 22.2, you will not be able to use it after its expiry date. You can redeem any outstanding balance on the card up to 6 years after the expiry date by following the process in clause 18.
18.1. You can redeem the funds on your Card by contacting customer services in writing, see clause 29, up until the date that is 6 years after the expiry date shown on your card. We will transfer any redeemed funds back to the original credit or debit card that is linked to your card. If we are unable to refund to this card, because for example it has expired, we may send you a cheque or transfer money to your bank account using Faster Payments. We may require you to provide us with documents such as identification so that we may process your request in accordance with legal requirements.
18.2. You will be charged a fee (see clause 29 for Fee Information) to cover redemption costs on each occasion that you redeem if you redeem all or part of your balance at the following times:
18.2.1. where redemption is requested before termination of the contract/card expiry;
18.2.2. where the e-money holder terminates the contract before any agreement termination date; or
18.2.3. where redemption is requested more than one year after the date of the termination of the contract/card expiry.
18.3. You will be reminded of this fee before redemption. Please note that if your balance is equal to or less than the amount you want to redeem in the circumstances listed above, the fee will equal your balance which will be reduced to zero.
18.4. You will not be charged a fee for redemption if:
18.4.1. we terminate this agreement, or
18.4.2. if the request for redemption is at termination of the contract/card expiry or up to one year after that date.
19. KEEPING YOUR CARD SECURE
19.1. You must sign your card as soon as you receive it and keep it safe. You must always make sure that you:
19.1.1. do not allow anyone else to use your card;
19.1.2. do not reveal your PIN and never write down your password(s), PIN or any security information you have given us unless you do this in a way that would make it impossible for anyone else to recognise any of that information;
19.1.3. only release the card, card number or PIN to make (or try to make) a transaction.
20. LOST AND STOLEN
20.1. If you lose your Card or it is stolen, or you suspect that your Card has been used by someone other than you, you must tell us immediately by reporting it lost/stolen via the App so we can block your Card. Once you have reported it, you may request a replacement via the App. We will charge you a fee for the replacement card. See clause 30 for detail of fees.
20.2. If you notify us in accordance with this Agreement that your Card has been lost or stolen, you will be liable for a maximum of £35 (or the equivalent in the currency of your payment instrument) up until the time you inform us that your payment instrument has been lost or stolen. You will not be liable for any losses which occur on your payment instrument after you have informed us that it has been lost or stolen. If you’re due a refund for an unauthorised transaction, we’ll make sure you receive this no later than the end of the next business day.
21. OUR LIABILITY
21.1. We will not be liable for any loss arising from:
21.1.1. Any outcome which results from abnormal or unforeseen circumstances beyond our control, consequences which would have been unavoidable despite all our efforts to the contrary, including the failure of data processing systems; or
21.1.2. A merchant refusing to accept your Card; or
21.1.3. Our compliance with legal and regulatory requirements;
21.1.4. Loss or corruption of data unless caused by our wilful default.
21.2. We are also not liable for:
21.2.1. Business interruption, loss of revenue, goodwill, opportunity or anticipated savings;
21.2.2. Any indirect or consequential loss.
21.3. We reserve the right to charge you for any reasonable costs that we incur in taking action to stop you using this Card and to recover any monies owed as a result of your activities.
22. AMENDMENT AND CANCELLATION
22.1. If you change your mind about having the Card and Rewards, you can cancel this contract and receive a refund within 14 days of the date you receive confirmation of your application being approved. To exercise your right to cancel, contact customer services in writing (see clause 29 for details) during the 14-day period with the completed model cancellation form at the end of these Terms. You will not be charged for cancellation during this period.
22.1.1. If you have used your Fandom Pay Card to make a transaction and/or redeemed any of the Rewards during the 14-day cancellation period before contacting us to cancel your Card, you will not be entitled to a refund.
22.1.2. Once all transactions and fees have been deducted, we will arrange for any balance remaining on the Card to be refunded to you in the currency the same as that of your prepaid card, no later than 14 days from the day on which we receive your cancellation notice. We will use the same means of payment as you used for the transaction, and you will not incur any fees for such reimbursement.
22.2. Cancellation of your Card agreement renewal:
22.2.1. You can at any time, cancel your next Card Renewal in the “My Card” area in the Fandom Pay App. This will stop your agreement renewing for a new 12-month Minimum Term and stop the Fee from being debited from your payment method. Cancellation of your Card Renewal will not affect your current Card use in the applicable term.
22.2.2. To avoid Card renewal and billing of the next Card fee due to be deducted from your payment method, you must cancel your Card in the “My Card” area in the Fandom Pay App account one (1) day before the annual renewal date. There are no refunds or credits for partially used periods except as set out in 19.1.
22.3. We may change these terms at any time by notifying you by email or other agreed means at least 2 months before the change is due to take effect. The up-to-date version of these terms and conditions will always be available on the Website or App. The change will automatically take effect and you will be taken to have accepted the notified change unless you tell us that you do not agree to the change. In that event, we will treat that notice as notification that you wish immediately to terminate. In such circumstances we will refund any balance on the Card in accordance with the terms above and you will not be charged a Redemption Fee.
22.4. We may also cancel your Agreement and revoke your Card for any reason by giving you at least 2 months’ notice:
22.4.1. if you break an important part of this Agreement, or repeatedly break the Agreement and fail to resolve the matter in a timely manner; or if there is misuse of the Card (e.g. Incl. abuse of the Rewards);
22.4.2. if you act in a manner that is threatening or abusive to our staff, or any or our representatives; or there is any inappropriate conduct at a MotoGP™ race event that can have an adverse effect on the Fandom Pay reputation. Inappropriate conduct means causing any security or safety concerns, displaying any sign or visible representation of any kind which is, or could reasonably be judged to be, threatening, abusive or insulting to any member of staff and/or other members of the public, or allowing or assisting a third party to attempt to do any of the foregoing or gain unauthorised or improper access to any race event with a Card of which they are not the valid holder.
22.4.3. if you fail to pay fees or charges that you have incurred or fail to put right any shortfall.
22.5. We may also cancel this Agreement or suspend your Card immediately if we believe your 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 are permitted to do so. You will not be entitled to a refund of money you have already spent on transactions authorised, or pending or any fees for use of the Card before the Card is cancelled or expires.
22.6. The Card cannot be sold, loaned or given away to or used by a third party. The Card will automatically become void without a refund if sold, loaned or given away or if any attempt is made to sell, loan or give it away.
23. YOUR DETAILS
23.1. You will provide us with personal data in connection with your Card. Some personal data will be necessary for us to provide you with the Card, and services under this Agreement. You must notify us immediately if you change your name, address, phone number or e-mail address by visiting the App and updating your details. We may require you to provide documents as proof of this change.
23.2. If we contact you in relation to your Card, for example, to notify you that we have cancelled your Card or to send you a refund by cheque, we will use the most recent contact details you have provided to us.
23.3. Any e-mail to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.
23.4. If we discover that the information we hold about you is incorrect, we may have to suspend or cancel your Card until we can establish the correct information, in order to protect us both.
23.5. Contacting you in an emergency – We may need to contact you urgently if we suspect or find fraudulent activity has occurred on your Card (provided we are not prohibited from doing so by law) or if we suffer a security threat. To do so, we may (for example) send you a text message instead of calling or emailing you, if we think this is the quickest way to contact you. When we contact you, we will also give you information on how you can minimise any risk to your Card depending on the nature of the security threat. We’ll use the same contact details that you have already provided us with when contacting you.
23.6. Third Party Providers: You can choose to allow a Third Party Provider (TPP) to access information on your account, to combine and display information about your account with information from accounts you have with other payment service providers, and, if applicable to your payment instrument, to make payments for you from your account, provided the TPP is authorised by the FCA or another European regulator and you have given your explicit consent. If we are contacted by a TPP we will contact you for consent.
23.6.1. If you do, you must keep us informed of any incorrect or unauthorised transactions that happen so we can take steps to stop further misuse of your payment instrument and arrange any refund you’ve been entitled to.
23.6.2. If you are thinking of using a TPP, it is important you check with the regulator whether it is authorised before you use it.
23.6.3. We can refuse or stop access to a TPP if we’re concerned it isn’t authorised or if we believe it’s fraudulent or acting fraudulently. If that happens, we’ll contact you to explain why unless we believe that would compromise our security or it would be unlawful.
23.6.4. This change will not affect any customers who do not use TPPs.
24. DATA PROTECTION
24.2. We and our affiliates are committed to maintaining your personal data in accordance with the requirements of GDPR and will take all reasonable steps to ensure that your personal data is kept secure against unauthorised access, loss, disclosure or destruction. Except as required by law, or in accordance with these Terms and Conditions, your personal information will not be passed to anyone without your permission.
24.3. To comply with Anti-Money Laundering Regulations, we are required to request evidence of identity from you and may use an ID verification agency or credit reference agency (whose names and addresses will be provided to you on request) both prior to and following issue of your Card for this purpose and who will add details to your record of our request for a search. Please note we only carry out an identity check and this will not leave a negative footprint on your credit file.
25.1. If you would like to make a complaint or contact us for any other reason connected to these terms and conditions please contact the Fandom Pay team, see clause 29 for details. We have procedures in place to make sure that we handle your complaint fairly and quickly: we will acknowledge your complaint within 3 business days. We will try to resolve any complaints you have about your Card or the service we provide to you within 15 business days of receiving your complaint and in exceptional circumstances, within 35 business days (and we will let you know if this is the case).
25.2. However, if you are not satisfied with the outcome of your complaint, you can write to the Financial Ombudsman Service at Exchange Tower, London E14 9SR or email: email@example.com. Details of the service offered by the Financial Ombudsman Service are available at www.financial-ombudsman.org.uk
We may assign the benefit and burden of these terms and conditions to another company at any time, on giving you 2 month’s prior notice of this. If we do this, your rights will not be affected.
27. TRANSFER TO A NEW CARD
We may transfer your unused balance to a new Card provided by an e-money issuer other than PayrNet Limited at any time. Before we do this, we will give you 2 month’s notice of the Card arrangements and the new Prepaid Card terms and conditions. Unless you advise us within the 2-month period that you do not want a new Card from the new e-money issuer, you agree that we can automatically transfer the unused balance on your Card to a new Card provided by the new e-money issuer.
28. GOVERNING LAW
This agreement is governed by the law of England and Wales. The language of this agreement is English and all notices and information given under this agreement will be in English.
29. CONTACTING CUSTOMER SERVICES
You can contact our customer support team via:
PHONE: +44 (0) 344 472 5271 (Calls will be charged at the standard geographic UK rate and are included in your fixed line inclusive call volume. For non-BT, non-UK and mobile phone users, please check with your service provider.)
POST: Fandom Pay, PO Box 6065, Bournemouth BH1 9AY, UK.
30. FEES AND LIMITS
This table summarises key product features and information and is not intended to replace the terms and conditions of the product. The fees, limits and restrictions that apply to each Card are set out below.
The fee structure for your Card depends on whether you have purchased a ‘GBP Card’ or ‘Euro Card’ and if you have passed the Identity Verification.
|SUMMARY BOX: Fandom Pay MotoGP™ Prepaid Mastercard® Card
The information contained in this table summarises key product features and is not intended
to replace any terms and conditions.
|EURO CARD||GBP CARD|
|Card Agreement Fee
– Annual payment plan
– Monthly payment plan (12-month commitment)
€49.00 per annum
€4.99 per month
£49.00 per annum
£4.99 per month
|Card purchase – standard Fandom Pay||Included in above fee|
|Card purchase – MotoGP Rider card||€5.00 additional one-off fee||£5.00 additional one -off fee|
|Additional Card purchase||N/A||N/A|
|Replacement Card (for lost/stolen)||€4.99||£4.99|
|Redemption of funds on the Card||€2.50||£2.00|
|Card Management Fee: a fee that will be applied to your card balance to recover any unpaid monthly Fees||The fee charged will be the total Monthly Fee agreed (€60/£60) less any monthly fees we have successfully taken payment for from your Payment method in the app.|
|Fee for loading your Card (credit or debit card)||1.5% of load amount||1.5% of load amount|
|Balance enquiry at ATM||€0.20||£0.20|
|Balance enquiry in App||Free||Free|
|Fee for purchases in the currency of the Card||No fee||No fee|
|Fee for purchases not in currency of Card
(foreign exchange service charge)
|Cash Withdrawal Fees|
|Fee for ATM withdrawal in the currency of the Card.
NOTE: ATM providers may raise addition charges.
|Fee for ATM withdrawal in a currency other than the currency of the Card.
NOTE: ATM providers may raise addition charges.
|€2.50 plus 2.5% foreign exchange fee||£2.00 plus 2.5% foreign exchange fee|
|CARD LOAD LIMITS||EURO CARD||EURO Restricted(No Identity Verification)||GBP CARD||GBP Restricted (No Identity Verification)|
|Maximum single load||€3,500||€250||£3,000||£200|
|Maximum daily load – value||€3,500||€250||£3,000||£200|
|Maximum daily load – number||2||1||2||1|
|Maximum monthly load||€35,000||€250||£30,000||£200|
|Maximum annual load||€100,000||€250||£100,000||£200|
|Maximum balance at any time||€7,500||€250||£6,000||£200|
|Maximum single Card payment||€7,500||€250||£6,000||£200|
|Maximum daily Card payment||€7,500||€250||£6,000||£200|
|Maximum daily number||15||15||15||15|
|Maximum cumulative spend over 4 days||€15,000||€250||£10,000||£200|
|Daily ATM withdrawal limit – value||€300||Not permitted||£300||Not permitted|
|Daily ATM withdrawal limit – number||1||Not permitted||1||Not permitted|
|ATM withdrawal over 4 days – value||€1,000||Not permitted||£1,000||Not permitted|
|ATM withdrawal over 4 days – number||4||Not permitted||4||Not permitted|
Over 18s only. Residents of Austria, Germany, Italy, Spain and UK only.
Card valid for 3 years
The Fandom Pay MotoGP™ Mastercard® card is issued by PayrNet Limited (“PayrNet”), a Railsbank group company. PayrNet is incorporated in England and Wales with registration number 09883437 and has its registered office at Kemp House, 152 City Road, London EC1V 2NX, United Kingdom. PayrNet is authorised and regulated as an electronic money institution by the Financial Conduct Authority with FCA reference number 900594. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.
MODEL CANCELLATION FORM
FAO: Fandom Pay
Card Cancellation – Urgent
PO Box 6065
I hereby give notice that I cancel my contract for the supply of the following service: Fandom Pay Card & Rewards
Ordered on …………………..
Signature:…………………………………… (Only if this form is notified on paper)