Terms & Conditions
TERMS AND CONDITIONS
These Terms and Conditions (version 1.2 February 2016) apply to your STA Travel CashFlex Reloadable Visa Prepaid Card. You must read them
“Available Balance” – means the monetary value recorded by us as loaded for transactions using the Prepaid
Card, as denominated in Australian dollars, less any purchases, authorisations, cash withdrawals, fees and
charges or other amounts debited under these Terms and Conditions;
“Cardholder” or “you” means the individual holding the prepaid service and Visa Prepaid Card;
“eccount” means the prepaid service established by us in your name;
“eccount Opening Date” means the date on which your prepaid card service is activated;
“ePayments Code” means the ePayments Code issued by the Australian Securities and Investments
Commission in September 2011 (as amended from time to time) which regulates consumer electronic
“The Issuer” means Bendigo and Adelaide Bank Limited ABN 11 068 049 178 AFSL/ Australian Credit Licence
“Partner” means STA Travel Pty Ltd or the STA Travel Group;
“Pass Code” means a password or code that you must keep secret, that may be required to authenticate your
identity or a transaction. Examples include your Prepaid Card PIN and the “memorable word” required to allow
online access to your Prepaid Card details;
“Personal Information” means the information that The Issuer and Tuxedo Money Solutions Pty Ltd Australia
and their respective agents/distributors collect from you, including any application form, correspondence,
emails, telephone calls, internet communications and transactional information in connection with the Prepaid
“Prepaid Card” means the Visa Prepaid Card that you have received from us;
“PIN” means the unique personal identification number which is provided to you via SMS when your
application is completed or when you retrieve it via the online servicing page or by telephoning Customer
“Load” or “Reload” means to top‐up or to add money to your eccount or card;
“Unauthorised Transaction” – means a transaction not authorised by you, but does not include any
transaction carried out by you or by anyone performing the transaction with your knowledge and consent.
“we”, “us” or “our” means Bendigo and Adelaide Bank Limited or Tuxedo Money Solutions Pty Ltd Australia
acting on its behalf in its capacity as Programme Manager;
“Website” means our online site at https://www.statravel.com.au/cash-card.htm and any additional or replacement
website we notify to you as the Website for the purposes of these Terms and Conditions from time to time.
References to days, times or periods of time in these Terms and Conditions are reckoned according to
Australian Eastern Standard Time (‘AEST’), unless indicated otherwise.
Contact us by:
Post: Tuxedo Money Solutions, GPO Box 82, Melbourne VIC 3001
Telephone Customer Care: 1300 360 715 or +44 207 096 9441 if outside Australia. All telephone calls will be
recorded. Calls will be charged at local rates and charged to the nearest second. Calls from outside Australia
may cost more, please contact your service provider for details.
1. Your Prepaid Visa Card
1.1 Your rights in relation to the Prepaid Card and eccount are as set out in this agreement. The agreement
does not give you any rights against Visa Worldwide Pte Limited.
1.2 Your Prepaid Card is a reloadable Visa Prepaid Card, and value must be loaded onto it in accordance with
these Terms and Conditions before it can be used.
1.3 You can use your Prepaid Card at any location that displays the Visa brand Acceptance Mark, including
shops, restaurants, online, or on the telephone. Transaction fees and charges may apply – see section 13.
1.4 Before using the Prepaid Card you need to make sure there are enough funds loaded on it. You will not be
able and should not attempt to use your Prepaid Card after its expiry date.
1.5 Your Prepaid Card is not a credit card and can only be connected to your bank account for the purposes of
loading the card. You will not earn any interest on any funds loaded on your Prepaid Card.
2. Applying for and activating your Prepaid Card
2.1 To apply for our Prepaid Card you must be at least 18 years old and an Australian resident. We will require
evidence of who you are and your address. We may ask you to provide some documentary evidence to prove
this and/or we may check all personal information given by you with credit reference or fraud prevention
agencies and other organisations. For a list of acceptable identification documents, please visit the Website.
We may perform a search of your credit file in order to verify your identity. The agencies may keep a record of
your information and the searches made, however we do not perform a credit check and the search is for
identity purposes only and will be recorded as such.
2.2 You must sign the signature strip on the back of the Prepaid Card as soon as it is received.
2.3 By using the Prepaid Card you are agreeing to these Terms and Conditions, a copy of which you can view
on the Website or obtain from Customer Care.
2.4 By agreeing to these Terms and Conditions, you also:
- Acknowledge that you have been given a copy of the Product Disclosure Statement in which these
Terms and Conditions are included or have been advised where the PDS can be located online.
-Acknowledge and agree to the information and disclosures contained in the PDS as they form part of
the agreement between you and us except to the extent that these Terms and Conditions provide
otherwise or qualify the disclosures and information.
2.5 The Issuer is a subscriber to the ePayments Code and warrants that, for as long as it remains a subscriber
to the ePayments Code, it will comply with it in our dealings with you relating to the Prepaid Card.
3. Loading your Prepaid Card
3.1 Funds can be loaded/reloaded to your Prepaid Card only as specifically provided in these Terms and
Conditions. Fees apply; please see section 13 for details of when and how much it will be.
3.2 You can load funds in a number of ways: with cash at STA Travel Stores, by BPAY and at our discretion by
using a debit or credit card, subject to satisfactory security checks - simply follow the instructions at the
3.3 The minimum amount that can be loaded onto your Prepaid Card at any one time is $100 (Australian
dollars). The maximum Available Balance and the maximum value that can be loaded to your Prepaid Card are
set out in section 13.
3.4 Your Prepaid Card cannot be loaded by debit or credit card more than once in any 24 hour period.
3.5 We reserve the right to refuse to accept any particular loading transaction or to disable any particular
loading method without notice in the interests of fraud prevention.
3.6 Upon receipt by The Issuer your funds will normally be available for use within one working day, subject to
the usual fraud checks
4. Using your Prepaid Card
4.1 Detailed instructions on how to use your Prepaid Card are found on the Website. You will need to follow
these instructions when using your Prepaid Card.
4.2 We will deduct the value of your transactions from the Available Balance on your Prepaid Card. We will
also deduct any applicable fees as soon as they become payable by you - see section 13.
4.3 Retailers may require verification that your Available Balance will cover the transaction amount and initiate
a hold of that amount.
4.4 If there is an insufficient Available Balance on your Prepaid Card to pay for a transaction, the Prepaid Card
may be declined or the retailer may allow you to pay the balance by another means.
4.5 You can use the Prepaid Card as often as you like subject to the Available Balance on the Prepaid Card and
the limits specified in section 3 and section 13.
4.6 You are responsible for all transactions using the Prepaid Card.
4.7 If you permit someone else to use the Prepaid Card, you will be responsible for any transactions initiated
by that person with the Prepaid Card.
4.8 Like other payment cards, we cannot guarantee a retailer will accept your Prepaid Card. We may also
refuse to pay a transaction:
4.8.1 if we are concerned about the security of your Prepaid Card or we suspect Your Prepaid Card is
being used in an unauthorised or fraudulent manner;
4.8.2 if sufficient funds are not loaded on your Prepaid Card at the time of a transaction to cover the
amount of the transaction and any applicable fees; if you set up a recurring payment or regular
subscription using your card, you must also ensure that there is sufficient Available Balance to cover
4.8.3 if there is an outstanding negative balance on the Prepaid Card in accordance with section 11;
4.8.4 if we have reasonable grounds to believe that you are acting in breach of this agreement;
4.8.5 if we believe that a transaction is potentially suspicious or illegal (for example, if we believe that
a transaction is being made fraudulently); or
4.8.6 because of errors, failures (whether mechanical or otherwise) or refusals by merchants,
payment processors or payment schemes processing transactions.
4.8.7 if payment will result in a breach by you or us or Visa Worldwide PTE Limited of any applicable
laws or regulatory requirements.
4.9 We are not liable in any way when authorisation is declined or an ATM fails to dispense for any particular
transaction regardless of the reason.
4.10 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 us via the Website or via email@example.com.
4.11 If you are entitled to a refund for any reason relating to a Prepaid Card transaction, you agree to accept
the refund under the policy of that specific merchant. Refunds may be in the form of a credit to your Prepaid
Card, cash refund or in-store credit. If your Prepaid Card is expired or revoked before you have spent any value
loaded onto it resulting from a refund (whether or not the original transaction being refunded was made using
the Prepaid Card), then you will have no access to those funds.
4.12 In the unlikely event, for any reason whatsoever, a transaction is completed that exceeds the Available
Balance on the Prepaid Card it may create a negative balance. This amount shall be reimbursed by you unless
it is due to an error on the part of the retailer where the Prepaid Card was presented, in this circumstance we
may seek the negative balance from the retailer.
4.13 If a negative balance arises it is not a credit facility and does not mean that a negative balance will be
allowed to arise or be increased on subsequent occasions.
4.14 You agree not to make or attempt to make transactions that exceed the Available Balance and remain
liable for any negative balance. Until we are reimbursed the negative balance, we may suspend your Prepaid
Card. We may discharge the negative balance from any other Prepaid Cards that you hold with us, or against
any funds which you may subsequently load onto your Prepaid Card or on any subsequent Prepaid Card
ordered by you. You are liable along with any costs or interest we incur in recovering or attempting to recover
from you the amount you own us. We may use debt collection agencies or other third parties to recover the
amounts owed. In addition, we reserve the right to charge you an Investigation Fee for each transaction that
you make using your Prepaid Card that results in a Shortfall or increases the Shortfall amount on your Prepaid
4.15 If a person reports that a mistaken payment has been made from the person’s account to your Prepaid
Card, you agree that we may:
- inform that person’s financial institution whether or not the Prepaid Card has sufficient credit funds to cover
the payment; and
- freeze those funds, or debit those funds from the Prepaid Card where we are required to do so under the
4.16 The Prepaid Card may be used at ATMs that accept Visa Prepaid Cards. ATM transaction fees and charges
will apply - see section 13. These are in addition to any variable ATM operator fees. All ATM fees and charges
will be automatically debited against the available balance. After the Available Balance has been exhausted or
if there are insufficient funds for the payment of ATM fees and charges for a transaction in addition to the
amount of a withdrawal, the ATM transaction will be declined.
5. Authorising Transactions
5.1 Authorisation will be requested for all transactions at the time of each transaction. Subject to the features
of the particular Prepaid Card , the authorisation of a transaction can include authorising any single
transaction, a series or recurring transactions (including transactions for an indefinite period) or preauthorising
future transactions of a certain or uncertain amount.
5.2 A Prepaid Card transaction will be regarded as authorised by you where you:
5.2.1 authorise the transaction at the point of sale by following the instructions provided by the
merchant or retailer to authorise the transaction, which may include:
a. entering your PIN or providing any other security code;
b. signing a sales voucher;
c. providing the Prepaid Card details and/or providing any other details as requested;
d. waving/swiping the Prepaid Card over a card reader or inserting your Prepaid Card into a card
reading device for the purpose of making a payment
5.2.2 insert a Prepaid Card and enter your PIN to request a cash withdrawal at an ATM.
5.3 You or we cannot stop the payment on any transaction after it has been completed. If you have a problem
with a purchase made with your Prepaid Card, or a dispute with a merchant, you must deal directly with the
merchant involved. If you cannot resolve the dispute with the merchant, you can contact Customer Care. You
should not, in any circumstances, contact Visa.
5.4 We will pay the funds required by the retailer or merchant to cover the transactions authorised by you
within 3 business days of us receiving their request. A transaction (the payment order) will be received as
5.4.1 for purchases and ATM transactions, at the time we receive the transaction instruction from the
merchant acquirer or ATM operator;
5.4.2 for other transactions which are communicated directly to us, at the time you ask us to
complete the transaction.
5.4.3 if, in relation to;
a. purchases and ATM transactions, we receive the transaction instruction from the
merchant acquirer or ATM operator; or
b. other transactions communicated directly to us, You ask us to complete the transaction
after 4.00 p.m. AEST, the transaction instruction or request will be deemed to have been
received by us on the following business day.
5.5 We decline authorisation requests from merchants who attempt to use your Prepaid Card for identification
6. Expiry, Revocation and Cancellation of your Prepaid Card
6.1 The Prepaid Card is valid until the expiry date shown on the front of the card.
6.2 Your Prepaid Card cannot be used after expiry. You cannot access any value loaded on the expired Card
unless we are able to issue a suitable replacement card to you.
6.3 Shortly before expiry of your Prepaid card please contact us if you want a replacement. We will also
endeavour to contact you to ask whether you require a replacement card. If you promptly confirm to us that
you wish to receive a replacement card, then subject to receiving acceptable evidence of identity from you, we
will issue a replacement card before the expiry of your card. Any balances remaining on the expired card will
be transferred to your new Prepaid card.
6.4 You may ask for the Prepaid Card to be cancelled at any time by sending an email to us using the “contact
us” function on the Website. If you ask for the Prepaid Card to be cancelled and we ask you to, you must
surrender or destroy the cancelled Prepaid Card and you must not use the cancelled Prepaid Card.
6.5 If you cancel your Prepaid Card, once all transactions and fees have been deducted, we will arrange for any
unused funds to be refunded to you, see section 14 for further information. A Redemption Fee may be charged
(see section 13), unless you have arranged to transfer any unused funds to another Prepaid Card managed by
6.6 You will not be entitled to a refund of money you have already spent on authorised or pending
transactions, or any other applicable fees (as per Section 13) before the Prepaid Card is cancelled or expires.
6.7 We may revoke the eccount or Prepaid Card at any time without cause or notice. If we ask you to, you
must surrender or destroy the revoked Prepaid Card and you must not use the revoked Prepaid Card. When
you surrender the Prepaid Card, you must give us your correct name and contact address.
6.8 Your Prepaid Card is the property of The Issuer and is not transferable to anyone else. We may at any time
suspend, restrict or cancel your Prepaid Card or refuse to issue or replace a Prepaid Card for reasons relating
to the following:
6.8.1 we are concerned about security of your Prepaid Card we have issued to you;
6.8.2 we suspect your Prepaid Card is being used in an unauthorised or fraudulent manner;
6.8.3 or we need to do so to comply with the law, with Visa Worldwide PTE or any other regulatory or
scheme requirements. 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.
6.9 Funds may be withheld if there are legal reasons to do so.
7.1 Your PIN will be sent to you for free by SMS or you can retrieve it via our Website once you have purchased
the Prepaid Card.
7.2 You cannot change your PIN.
7.3 If you forget a PIN, you can request a free PIN reminder by calling Customer Care or via our Website.
7.4 Should an incorrect PIN be entered three times when a transaction is attempted using the Prepaid Card,
the Prepaid Card will be blocked. You can phone Customer Care to have the Card unblocked immediately.
7.5 Should the Prepaid Card be retained by any ATM, the Prepaid Card is deemed to be lost or stolen and
hence cannot be recovered. In that event, you will need to contact Customer Care and arrange to be issued
with a new Prepaid Card. Fees and charges apply.
7.6 You must not disclose your PIN to any other person.
8. Lost or Stolen and keeping your Prepaid Card secure
8.1 You must promptly notify us immediately by calling Customer Care if:
- the Prepaid Card is misused, lost or stolen;
- the Prepaid Card is damaged or not working properly;
- the security of a PIN is breached in any way; or
- there is reason to believe any of the above might occur or might have occurred.
8.2 The notification can be made by phone to Customer Care.
8.3 We may require written confirmation to be made on a particular form or sent to a particular address.
8.4 You may request a replacement for your Prepaid Card if it is lost, stolen or damaged, but we reserve the
right, in our sole discretion, to decide whether to issue a replacement Prepaid Card. If we do issue a
replacement Prepaid Card, the remaining available balance will be reinstated after any transactions (including
Unauthorised Transactions for which you are liable under these Terms and Conditions), or other amounts that
we are entitled to debit against the Available Balance, together with the fee relating to the reissue of the
Prepaid Card have been deducted. Replacement Cards can only be sent to the registered Cardholder address.
8.5 You should treat your Prepaid Card like cash. If it is lost or stolen, you may lose some or all of your money
on your Prepaid Card, in the same way as if you lost cash in your wallet or purse. As a result, you must keep
your Prepaid Card safe and not let anyone else use it. If you are issued with a PIN, you must keep it secret at all
times. You should memorise the PIN and never disclose the PIN or security information to anyone. You must
make sure that you keep the Prepaid Card and any Pass Code safe and secure. The precautions we require you
to take are set out below:
You must not:
a. allow anyone else to use the Prepaid Card;
b. unnecessarily disclose the Prepaid Card number;
c. write a Pass Code / PIN on the Prepaid Card;
d. carry a Pass Code / PIN with the Prepaid Card;
e. record a Pass Code / PIN on anything carried with the Prepaid Card liable to loss or theft
simultaneously (unless you make a reasonable attempt to protect the security of a Pass Code
f. voluntarily disclose the Pass Code / PIN to anyone, including friends or family members;
8.6 You must comply with any instructions we give about keeping the Prepaid Card safe and secure.
9. Liability for Unauthorised Transactions
9.1 For as long as we remain a subscriber to the ePayments Code, your liability for losses arising from
Unauthorised Transactions will be determined under the ePayments Code.
9.2 You will not be liable for losses resulting from Unauthorised Transactions where it is clear that you have
not contributed to the loss.
9.3 You will not be liable for losses resulting from Unauthorised Transactions that are caused by:
9.3.1 fraud or negligence by our staff or agent, a third party involved in networking arrangements, or
a merchant that is linked to the electronic funds transfer system or their employees or agents;
9.3.2 a Prepaid Card which is forged, faulty, expired or cancelled;
9.3.3 a transaction that occurred before you received the Prepaid Card and/or PIN (including a
reissued Prepaid Card and/or PIN);
9.3.4 a transaction being incorrectly debited more than once to the same Prepaid Card; or
9.3.5 an Unauthorised Transaction performed after notification to us that your Prepaid Card has been
misused, lost or stolen, or that the security has been breached.
9.4 We will refund any unauthorised transaction immediately unless we have any reason to believe that the
incident may have been caused by a breach of this agreement, through gross negligence or we have
reasonable grounds to suspect fraud. If our investigations show that any disputed transaction was authorised
by you, or you have acted fraudulently or with gross negligence, we may reverse any refund made and you
may be liable for any loss we suffer because of the use of the Prepaid Card. We may also charge you the
Investigation Fee specified in section 13. Where we can prove on the balance of probability that you
contributed to the losses resulting from Unauthorised Transactions:
- through your fraud; or
- by failing to comply with the Security Requirements,
then you are liable for the actual losses which occur before we are notified of the loss, theft or misuse of your
Pass Code or Card or a breach of the Security Requirements.
9.5 You will not be liable for any loss on any day, or in any period, exceeding any applicable transaction limit
for that day or period and you will not be liable for loss in excess of the Available Balance.
9.6 If You leave your Prepaid Card in an ATM, you will be liable for all losses arising from Unauthorised
Transactions in relation to your Prepaid Card as long as the ATM incorporates reasonable safety standards that
lessen the risk of your Prepaid Card being left in the ATM, e.g. ATMs that capture cards that aren’t removed or
which require a user to swipe and then remove a card before commencing the transaction.
9.7 You will be liable for losses resulting from Unauthorised Transactions where we can prove on the balance
of probability that you have contributed to the losses through unreasonably delaying notification of the
misuse, loss or theft of a Prepaid Card or that the security of the relevant PIN has been breached. Your liability
in this case is limited to losses occurring between the time that you became aware of the security compromise,
or should reasonably have become aware in the case of a lost or stolen Prepaid Card but, you will not be liable
for any loss on any day, or in any period, exceeding any applicable transaction limit for that day or period and
you will not be liable for loss in excess of the balance of the Prepaid Card available for transactions using the
9.8 If it is unclear whether or not you contributed to the loss caused by an Unauthorised Transaction that
required a Pass Code, the amount of your liability is limited to the lessor of:
- the Available Balance.
- the actual loss at the time we are notified that the security of the Pass Code was breached or the
Prepaid Card has been lost, stolen or used without your permission (limited by the applicable daily or
period transaction limits over the relevant timeframe).
9.9 For Prepaid Card transactions that don’t need a Pass Code, you’re not liable for any Unauthorised
Transactions unless you have unreasonably delayed notifying us of the loss, theft or unauthorised use of the
10. Transaction history
10.1 Your Card balance and transaction history are available online at no charge on our secure webpage at any
time. The card balance can also be obtained via SMS or by calling Customer Care (call fees and other fees apply
– see section 13). Please note that we don’t provide automatic statements and any communication will be via
electronic means.10.2 It is your responsibility to regularly review your transaction history to identify
Unauthorised Transactions. We recommend that you check the balance on your Prepaid Card regularly online
at the Website.
10.3 If you notice any error (or possible error) in any transaction or statement relating to the Prepaid Card,
then you must notify Customer Care immediately. We may request you to provide additional written
information concerning any error (or possible error) and you must comply with that request.
11. Liabilities and Disclaimers
11.1 We will not be liable for any loss arising from:
11.1.1 any cause which results from abnormal or unforeseen circumstances beyond our control,
consequences which would have been unavoidable despite all our efforts to the contrary; or
11.1.2 a merchant refusing to accept your Prepaid Card, honour a transaction or failing to cancel an
11.1.3 our compliance with legal and regulatory requirements;
11.1.4 loss or corruption of data unless caused by our wilful default;
11.1.5 business interruption, loss of revenue, goodwill, opportunity or anticipated savings;
11.1.6 any indirect or consequential loss e.g. losing a card and having insufficient funds
11.2 Where your Prepaid Card is faulty due to our fault, our liability shall be limited to replacement of the
Prepaid Card or, at our choice, repayment to you of the Available Balance.
11.3 Where sums are incorrectly deducted from your Available Balance due to our fault, our liability shall be
limited to payment to you of an equivalent amount.
11.4 In all other circumstances of our default, our liability will be limited to repayment of the amount of the
11.5 Nothing in this agreement shall exclude or limit our liability for death or personal injury.
11.6 If any guarantees, warranties or conditions are implied because of Part 2 of the Australian Securities and
Investments Commission Act 2001 or any similar law in respect of services supplied under these Terms and
Conditions or in connection with the Prepaid Card, then our liability for a breach of such a guarantee, warranty
or condition will in any event be limited to:
- the supplying of the services again;
- the payment of the cost of having the services supplied again.
11.7 The Issuer and Tuxedo do not make or give any express or implied warranty or representation in
connection with the Prepaid Card (including the Prepaid Card type, quality or standard of fitness for any
purpose) and are not liable for any loss you suffer (including indirect or consequential loss) arising in
connection with the Prepaid Card.
11.8 All conditions, warranties or other terms implied by law are excluded to the fullest extent permitted by
applicable laws and regulations.
11.9 Any failure or delay to enforce a term of these Terms and Conditions does not mean a waiver of them.
12. Changes to these Terms and Conditions
12.1 We may change these Terms and Conditions, and any information in this PDS relating to the Terms and
Conditions at any time. A change may:
- change the fees payable under these Terms and Conditions or bring in new fees.
- bring in new Terms and Conditions.
- alter these Terms and Conditions in some other way.
12.2 We will notify you in advance of most changes on the Website which will take effect no earlier than 20
days after the notification.
12.3 We may change these Terms and Conditions without notice:
- if the changes are necessitated by an immediate need to restore or maintain the security of the
system in which the Prepaid Card is used, subject to the law and the ePayments Code.
- to comply with any change, or anticipated change, in any relevant law, regulation, code of practice
or regulatory guidance.
- to make them clearer.
12.4 We can give advance notice of a change by:
- placing it on our Website.
- notification on or with an account statement or other written notice we send to you.
- using another method that the law or the ePayments Code allows or requires us to use.
12.5 When we notify you of a change:
- we will comply with any applicable requirements under a law of the ePayments Code.
- subject to doing that, it will be good enough if the notification or announcement explains the
substantial effect of the change.
13. Fees and Usage Restrictions
13.1 You agree to pay us the fees and charges provided in these Terms and Conditions and which are set out
below. Whenever any of those fees and charges is incurred, you authorise us to deduct it from the Available
Balance and reduce the Available Balance accordingly.
13.2 All fees and charges are expressed in Australian dollars and are inclusive of any applicable GST.
13.3 All fees will be deducted from the Prepaid Card balance at the time the activity invoking the fee occurred.
13.4 Your financial institution may charge a fee for their service and you may need to register for internet
banking with your financial institution. Certain merchants may charge an additional fee if the Prepaid Card is
used to purchase goods and/or services. These fees are determined and charged by other organisations and
are not retained by us.
13.5 The fees and charges applying to the Prepaid Card are as follows:
Fees & Limits
Card Purchase fee Free of Charge Transaction fees AU purchase transactions Free of Charge AU ATM withdrawals under $250* $1.50 AU ATM withdrawals of $250 or more* Free of Charge Overseas purchase transactions Free of Charge Overseas ATM withdrawals* $1.50 Overseas ATM withdrawals of $250 or more* Free of Charge
Load/Reload fees Instore 1% BPAY 1% Online credit card 1% Online debit card load 1%
Card limits Maximum card balance (at any time) $20,000 Maximum Instore load (via Debit/Credit Card) $15,000 Maximum Instore load (cash) $5,000 Maximum BPAY Load (at any time) $3,000 Maximum Online Debit Card load (at any time) $2,000 Maximum Online Credit Card load (at any time) $2,000 Maximum annual load $50,000 Maximum daily ATM withdrawal* $1,000 ($500 in one transaction) Maximum annual ATM withdrawal* $50,000 Maximum Retail Purchase (at any time) $20,000 Maximum annual Retail Purchases $50,000
Information and Alerts Online balance & transactions Free of Charge Load alerts by email Free of Charge Customer Care lines** 1300 360 715 or +44 (0) 207 096 9441 from overseas Lost and Stolen lines** 1300 559 915 or +44 (0) 207 101 6599 from overseas Standard network rates will apply. Some service operators may charge more depending upon device and location of
SMS Services*** 199 11 234 or +61 418 200 332 from overseas Your service operator may also charge you for sending SMS from your device. This may vary depending upon your
location and provider
Check balance by text Free of Charge Load alerts Free of Charge Card to card transfers $0.40 Lock your card $0.40 Unlock your card $0.40 PIN Reminder (Requested via Customer Care) Free of Charge Activate Card Free of Charge
Other Charges Paper Statement $15.00 Investigation fee $30.00 Replacement Card $5.00 Additional Card Free of Charge Dormancy (after 12 months inactivity)**** $4.00 per month
Closure Cancellation or Redemption Fee Free of Charge Expiry Card valid for 36 months
*When you use your Prepaid Card at an ATM, you may also be subject to applicable fees, surcharge rules and
regulations of the relevant ATM, or other financial institution or association. You should be advised before you
confirm the transaction.
**Standard network rates will apply. Some service operators may charge more depending upon device and
location of call
***Your service operator will charge you $0.25 for sending SMS from your device.
**** A period of 12 months in which no money has been loaded onto or taken off the Card by you.
13.6 There are no commissions or fees on top of our published foreign exchange rates, see section 16.
14. Your Rights to Redemption of Funds and Refunding of Transactions on your Prepaid Card
14.1 You have the right to redeem the total funds on your Prepaid Card at any time. To do so, please either
send us an email to firstname.lastname@example.org or contact us by telephone on 1300 360 715 or
+44 207 096 9441, requesting redemption. We will seek confirmation that you have destroyed your Prepaid
Card (e.g. by cutting it up).
14.2 Before we process your redemption request, we may require you to provide us with further documents
such as identification or additional evidence so that we may process your request in accordance with legal
14.3 If you ask us to redeem the funds on your Prepaid Card, we may charge a redemption fee, see section 13.
14.4 We may arrange an electronic transfer to a bank account in your name or arrange a refund to a debit or
credit card used to load.
15. Limitations on use of the Prepaid Card
15.1 The following limitations apply to the Prepaid Card:
- When buying petrol, you must pay for the petrol purchase at the petrol station counter and not at
any automated fuel dispensers (i.e. not at the pump).
- The Prepaid Card may not be used for, and authorisation may be declined for, any illegal
- The Prepaid Card may not be used for, and authorisation will be declined for transactions relating to,
the purchase of money orders, transactions with financial institutions and transactions at pawn shops.
- When using the Prepaid Card with some merchants (such as hotels, taxis, rental cars, restaurants,
cruise ships) or for mail order purchases, card “tolerance limits” may apply. This means that the
merchant may obtain an authorisation or approval on the Prepaid Card for an amount up to 20% or
more than the total (or anticipated) bill to cover additional items such as tips and incidentals or to
ensure that adequate funds are available to cover the final purchase. The entire amount of the
authorisation or approval will be debited and will not form part of the Available Balance until the
authorisation or approval clears, although only the amount actually spent or authorised will be finally
deducted from the Available Balance after the authorisation or approval clears.
15.2 Weekly ATM withdrawals are limited to a maximum of $7,000 and are otherwise limited to the lower of
the Available Balance or any withdrawal limit set by the individual ATM operator. Some retailers may choose
not to accept Visa Prepaid Cards. For further details visit the Website.
16. Foreign transactions
16.1 The Available Balance is in Australian dollars.
16.2 Unlike some other payment cards, we do not use VISA Worldwide PTE Limited’s exchange rates when you
use your card outside of the denominated currency zone. Instead we set a fixed “day rate” and this is available
over the phone via Customer Care or on the Website. The rate which we apply to spend outside of the card’s
currency is fixed at the start of the day (based on UK time zones) and we guarantee that rate regardless of
market fluctuations for that day. You always know exactly what you will be charged in advance because all
charges are built into the conversion process, providing you with a transparent rate.
17. Privacy and information collection
17.1 By purchasing the Prepaid Card you consent to The Issuer, Tuxedo and any distribution outlet where you
may purchase the Prepaid Card collecting, using and disclosing your Personal Information under these Terms
and Conditions. If you do not agree to our doing so then we cannot make the Prepaid Card available to you
and you should not purchase the Prepaid Card.
17.2 Information will be disclosed to third parties about the Prepaid Card, eccount or transactions made with
the Prepaid Card, whenever allowed by law and also when necessary:
- for completing a transaction;
- in order to verify the existence and condition of the Prepaid Card;
- to utilise services of affiliates who assist in providing the Prepaid Card;
- if you give us permission;
- if you owe us money;
- to comply with our obligations under the ePayments Code;
- if there are legal proceedings in connection with the Prepaid Card; or
- to protect against potential fraud and other crimes.
17.3 Personal Information may also be transferred confidentially to other organisations so that we can run
your eccount. We may also inform our partners when you start using your Prepaid Card or eccount; however,
we will not disclose details of any loads, withdrawals or transactions you make outside of this group.
17.4 Your Personal Information will be processed outside Australia but all service providers are required to
have adequate safeguards in place to protect your Personal Information.
17.5 We will monitor and/or record telephone calls we have with you (or people who call on your behalf) to
help us maintain and improve the quality of our service or as required by applicable law.
17.6 We may check all Personal Information given by you with credit reference or fraud prevention agencies
and other organisations; we may perform a search of your credit file in order to verify your identity. The
agencies may keep a record of your information and the searches made.
your Personal Information.
18.1 You agree that we may give written notices or other communications to you in connection with these
Terms and Conditions:
- by writing to you at your residential or postal address last known to us;
- by giving it to you personally or leaving it at your residential or postal address last known to us;
- by electronic communication to your email address last known to us; or
- if the notice or communication is not personal to you – by publishing it on the Website.
18.2 For the purpose of giving you information that we are required to provide under the ePayments Code:
- we will do so by electronic communication;
- you have the right to vary your nominated email address;
- you have the right to terminate your agreement to receive the information electronically; or
- you have the right to ask us for a paper copy of the information that we provided electronically for
up to seven years after we have communicated it electronically.
18.3 If we give a notice or other communication to you by email, the content of the notice or communication
- set out in the body of the email;
- included as an electronic document attached to the email; or
- made available at the Website for retrieval by you (with the email advising you of this and of the
general nature of the information, and giving you the ability to readily retrieve the information
18.4 If we give a notice or other communication to you:
- by writing to you – you are taken to have received it when it would be delivered in the ordinary
course of the post;
- by giving it to you personally or leaving it for you – you are taken to have received it on the day of
- electronically – you are taken to have received it on the day it is transmitted.
18.5 In addition to the ways set out in these Terms and Conditions, we may give you a notice or other
communication by using any method allowed or required by a law or the ePayments Code. If a law or the
ePayments Code requires us to use a particular method, we will do so.
18.6 You agree that, for the purpose of telephone communications originated or received by us or customer
assistance or through the Website, and for the purpose of electronic communications received by us or
customer assistance or through the Website, we or customer assistance or the operator of the Website:
- may verify your identity by reference to any or all of the information given by you when purchasing
the Prepaid Card or during registration or any changes made to this information; or
- may proceed on the basis that we or they are dealing with you if satisfied by that verification.
18.7 You must notify us immediately of any change to your address and other contact details either through
the Website or by contacting Customer Care. You should also contact Customer Care if you change your name.
We will not be responsible if you do not receive any notice or correspondence that has been sent in
accordance with the contact details you have provided.
18.8 The Issuer and Tuxedo accept no responsibility or liability for late, lost or misdirected SMS messages or
emails caused by inaccurate provision of personal details by you, or by system constraints or failures
experienced by your email or mobile phone service providers.
18.9 We or our partners may also contact you to inform you of product updates or promotions via your
nominated postal address, email address or mobile number. You can choose not to receive these
communications by calling 1300 360 715 or +44 207 096 9441 or by responding with STOP to communication
received via SMS.
18.10 If you have an enquiry relating to your Prepaid Card, you can use the "Contact Us" facility on the
Website. We will deal with your enquiry promptly. If you do not wish to enquire in this way you can
alternatively call our Customer Care telephone line on 1300 360 715 or +44 207 096 9441.
19.1 The Prepaid Card programme is managed by Tuxedo and if you are unhappy in any way with your Prepaid
Card or the way it is managed, tell us by using the email enquiry facility on the Website so we can investigate
the circumstances for you. Any complaints you have will be dealt with quickly and fairly. We will supply you
with a copy of our complaints procedure.
19.2 If the issue cannot be resolved, you may contact The Issuer in writing at Bendigo and Adelaide Bank
Limited, The Bendigo Centre, PO Box 480, Bendigo, Victoria 3552.
19.3 As a last resort, you may contact the Financial Ombudsman Service (FOS) GPO Box 3, Melbourne, VIC,
Phone: 1300 780808; fax 0396136399; email: email@example.com or visit the website www.fos.org.au.
19.4 If our investigation shows that we have incorrectly deducted money from your Available Balance, we shall
refund the amount to your eccount within one day of receiving your complaint. Until our investigation is
complete the disputed amount will be unavailable to spend. If we subsequently establish that the refunded
amount had been correctly deducted, we may deduct it from your Available Balance. If you do not have
sufficient Available Balance, you must repay us the amount immediately.
19.5 We will charge you an Investigation Fee if a complaint is investigated and it is established that the money
in question was correctly deducted from your eccount.
We may assign the benefit and burden of these Terms and Conditions to another company at any time, on
giving you 2 months prior notice of this. If we do this, your rights will not be affected.
21. Transfer to a new Prepaid Card
We may transfer your unused balance to a new Prepaid Card provided by a Prepaid Card issuer other than
Bendigo and Adelaide Bank Limited at any time. Before we do this, we will give you 2 months’ notice of the
new Prepaid Card arrangements and the new Prepaid Card Terms and Conditions.
22. Governing Law
Any legal questions concerning these Terms and Conditions, the agreement between you and us (which is
governed by these Terms and Conditions) or the Prepaid Card will be decided under the laws of Victoria,
23. The Website
23.1 Although considerable effort is expended to make the Website and any other operating communication
channels available at all times, no warranty is given that these channels will be available and error free every
minute of every day.
23.2 You are not liable for any loss caused by the failure of a system or equipment provided by any party to a
shared electronic network to complete a transaction accepted by the system or equipment in accordance with
your instructions. However, if you were aware, or should have been aware, that the system or equipment was
unavailable or malfunctioning, our responsibility will be limited to:
a. correcting any errors; and
b. refunding any charges or fees imposed as a result.
23.3 Otherwise, you agree that neither The Issuer nor Tuxedo is responsible for temporary interruptions in
service due to failure beyond their control including, but not limited to, the failure of interconnecting
operating systems, computer viruses, forces of nature, labour disputes and armed conflicts.
23.4 You agree that we are not responsible for any content on the Website other than content relating
specifically to you, the Available Balance or the Prepaid Card.