Card terms & conditions
These Terms and Conditions (the “Terms”) apply to your use of the Altery Card. Please read them carefully and keep a copy for your records. By accepting these Terms during your Card registration on our Website or App, you agree to follow them and also confirm your acceptance of our Privacy Policy, which is part of these Terms.Your Altery Card is linked to your Altery Account, but the Altery Account itself has separate Terms and Conditions available on our Website. If you have any questions about these Terms, or if anything seems unclear, please contact Customer Services (see Section 4, “Contacting us”).
1. Definitions
1.1 In these Terms and Conditions:
1.1.1 “Abandoned” means a Card Account that, for an uninterrupted period of six (6) months, has had no successful or attempted financial transactions (including deposits, withdrawals or point-of-sale purchases). A Card Account is not Abandoned if it holds a zero balance, is closed by you in accordance with Section 7.1.10, or becomes Active again before six months pass.
1.1.2 “Account” and “Card Account” means the account established by us and accessed by your Altery Card.
1.1.3 “Active” means any Card Account that has had any attempted or settled financial transaction (e.g. ATM withdrawals, point-of-sale or online purchases, or any other activity approved by us).
1.1.4 “Altery” means Altery Ltd (company number 06984177) or any other affiliated entity trading as “Altery,” including any successors or affiliates. The registered address of Altery Ltd is One Canada Square, Office 24, Hgs 24, London, England, E14 5AB, United Kingdom.
1.1.5 “Altery Card” means a payment instrument issued under the Altery brand by the Issuer and usable on a Card Scheme network (e.g. Visa). The Card may be physical (Chip & PIN) or a Virtual Card.
1.1.6 “Altery App” means an application for Android, iOS, web or accessible via Telegram, allowing online access to your Altery Account and Altery Card services.
1.1.7 “ATMs” means automatic teller machines or cash dispensers authorised to accept a Card.
1.1.8 “Authorise” or “Authorisation” means you authorise a merchant or other third party to collect or initiate a payment from your Card.
1.1.9 “Business Day” means any day on which banks are normally open for business in Estonia and England/Wales, excluding weekends and public holidays.
1.1.10 “Card Scheme” means Visa, Mastercard, UnionPay or any other payment network that Altery may support from time to time.
1.1.11 “Cardholder”, “you” or “your” means the customer that is the holder of the card authorised in accordance with these Terms and Conditions to use the Card.
1.1.12 “Customer” means either:
– a Consumer Customer, who is a natural person (an individual) acting wholly or mainly outside their trade, business or profession; or
– a Corporate Customer, which is any legal entity, organisation or individual acting wholly or mainly for trade, business or professional purposes.
1.1.13 “Chip & Pin Card” means a physical Altery Card with an electronic chip, requiring a PIN-code for authorisation and enabling Near Field Communication (contactless).
1.1.14 “Device” is the smart device containing the digital version of the Altery Card;
1.1.15 “Virtual Card” means a Card that consists of Virtual Card Data, is accessible online and may be used for transactions without a physical form. This includes both Virtual Cards, which are issued without a physical counterpart and used primarily for online purchases, and Digital Versions of Physical Cards, which are digital representations of a physical card stored in a digital wallet or similar platform;
1.1.16 “Digital Wallet” is a service provided by a third-party allowing the Cardholder to enter Card information to the Device and use it to carry out Operations using the device (create the digital version of the card);
1.1.17 “Distance Contract” means a contract that meets the definition under regulation 5 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where these regulations apply (e.g. if you are a UK consumer). If you are not a UK consumer, not a corporate customer, different or no equivalent laws may apply depending on your jurisdiction.
1.1.18 “Excepted Contract” means a contract that falls within regulation 6(1) or 6(2) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable. This definition primarily applies if you are a UK consumer, not a corporate customer; otherwise, different rules may govern your rights of cancellation in your local jurisdiction.
1.1.19 “Fees” means those fees charged by us from time to time as set out in the Fees List that is available on the Website or accessible from your Altery Account;
1.1.20 “Issuer” means either Altery or a third-party payment service provider authorised to issue Altery-branded Cards under licence from the relevant Card Scheme.
1.1.21 “Limits” means the spending and cash withdrawal limits and restrictions which apply in relation to the Altery Card from time to time as set out in the Fees and Limits List that is available from your Altery Account;
1.1.22 “Telegram Messenger” or “Telegram” means a cloud-based, cross-platform, encrypted instant messaging service.
1.1.23 “Terms and Conditions” means these Terms and Conditions (including any documents referred to herein) which govern your use of the Altery Card;
1.1.24 “We”, “us” or “our” means Altery.
1.1.25 “Website” means our online site at www.altery.com.
2. Your Altery Card
2.1 Your Altery Card is a payment instrument holding electronic money (“e-money”) that you can spend anywhere the relevant Card Scheme’s acceptance mark (for example, Visa or UnionPay) is displayed. This includes in-store, online and contactless payments using either a Chip & PIN Card or a Virtual Card.
2.2 Before using the Card, you need to make sure there are enough available funds on your Altery Account, and it is properly activated according to the Section 6 of these Terms.
2.3 You can check the balance of funds and view the transactions carried out on your Card via the Altery App or Digital Wallet when used.
3. Regulatory Information
3.1 The electronic money (“e-money”) associated with your Altery Card is issued by the same Altery entity with whom you have entered into the Terms and Conditions for your Altery Account.
3.2 Your Altery Card may be issued directly by Altery under its own principal memberships, or, for certain programmes, by our licensed partner Wallester AS (Estonia, Reg. no. 11812882, activity licence 4.1-1/224). Regardless of who issues the Card, it carries the Altery brand. For any queries, please contact us using the details in Section 4.
3.3 The Altery Card functions as a debit card, but it is not issued by a bank. No interest accrues on or is paid in respect of any e-money balance held via your Altery Card.
4. Contacting us
4.1 If you have any questions about these Terms and Conditions, your Altery Card or any matter related to Altery:
(a) Check the Help Centre on our Website.
(b) Use the “Contacts” facility on the Website.
When emailing, please include your full name, your telephone number (including country code) and a brief description of your query or concern. For security, we may ask for extra personal details to confirm your identity. We will never ask for your Card PIN or passwords. For security, we may ask for extra personal details to confirm your identity. We will never ask for your Card PIN or passwords.
4.2 If you would like a copy of these Terms or other legal documents related to your Altery Card, email [email protected] or download them from the “Legal Documents” section on our Website or in the Altery App.
4.3 If your Card is lost or stolen, or you suspect your Card or PIN has been compromised, please immediately use the “Contacts” facility on the Website or block your Card via Altery App. We will take prompt action to protect your account.
5. Eligibility
5.1 To be eligible for an Altery Card, you (the “Customer”) must meet the following criteria:
5.1.1 be at least 18 years old;
5.1.2 if you are a corporate customer, be duly incorporated and in good standing under the laws of your country of incorporation. The individual applying on your behalf must be at least 18 and have authority to accept these Terms and Conditions in the company’s name;
5.1.3 open an Altery Account and agree to any other legal documents governing your relationship with us, and that you are prompted to agree to when registering on the Website;
5.1.4 register for the Card in accordance with the instructions set out on the registration page of our Website, including indicating your agreement to be bound by these Terms and Conditions;
5.1.5 not be in breach of any of these Terms and Conditions or otherwise have had access limited to your Card, or have had your Card closed by us;
5.1.6 not open or hold an Altery Card or make use of the Services if
(a) it is not lawful to do so in your country of residence or country of incorporation if you are a Corporate Customer; and/or
(b) you are a resident of, or if you are a Corporate Customer incorporated in, a country where we do not provide Services (the list can be found on the Website, and we reserve the right to make changes without notice); and
5.1.7 have your application approved by us (and, where relevant, by the card issuer).
5.2 We and/or the relevant card issuer reserve the right to refuse any application at our sole discretion, without obligation to provide a reason.
6. Applying for and activating your Altery Card
6.1 To become a Cardholder, you must apply for a Card by providing all of the information requested at the verification stage on our Altery App.
6.2 You must not provide any false, inaccurate, incomplete or misleading information.
6.3 You may not be able to use the Altery Card or any part of its functionality until you have passed our identity and security validation and verification checks, and provided information requested in accordance with anti-money laundering regulations. We may check all personal and identity verification information you give us with credit reference or fraud prevention agencies and other organisations. These agencies may keep a record of your information and the searches made. However, we do not perform a credit check and any search is for identity purposes only and will be recorded as such. We shall keep records of the information and documents we obtain to verify your identity in accordance with all applicable legal and regulatory requirements. Records are kept only for the purposes of identification and will be stored securely and kept only for as long as necessary.
6.4 The following card types are issued:
6.4.1 Altery Physical Cards (in EUR currency and such other currencies as indicated in the Altery App from time to time)
6.4.2 Altery Virtual Cards (in EUR currency and such other currencies as indicated in the Altery App from time to time)
6.5 An order for a Card can be placed from your Altery account online (fees may apply).
6.6 During the application process, you will be asked to choose the card scheme, currency and the type of Card.
6.7 We will review your application as soon as possible. It remains in our sole discretion whether we issue an Altery Card to you. If your application for an Altery Card is approved, we will endeavour to send your Altery Card to you within the timeframe set out in the Altery App, however, please be aware that in some instances it can take longer for your Altery Card to arrive. Altery Virtual Cards can be issued instantly.
6.8 You can order the Card from your Altery account online and get access to the Card from the same Altery account.
6.9 You must activate your Altery Card before using it. Physical Cards can be activated at an ATM or point-of-sale terminal by entering your PIN. Virtual Cards typically activate automatically upon issuance.
6.10 Physical Cards require a PIN code, which you can set or change at any time via Altery App. Virtual Cards generally do not require a PIN.
6.11 You must sign the signature strip on the back of your physical Altery Card as soon as you receive it. The Card may be considered invalid, and you may be refused a transaction if the card is not signed.
7. Using your Card
7.1 Opening your Card Account
By opening a Card Account, and subject to any applicable Fees and these Terms and Conditions, you may:
7.1.1 Pay for goods and services in-store, online, or via telephone/mail order where the relevant Card Scheme is accepted.
7.1.2 Withdraw cash at ATMs or banks that accept your Card, subject to any limits imposed by us, the ATM operator, or the bank.
7.1.3 Use a Digital Wallet (if supported) to make contactless or other approved digital transactions with your Altery Card.
7.2 Card Account and Altery Account
Your Altery Card is the way you access the funds in your Altery Account. They share the same balance, so there are not two separate balances—any available funds in your Altery Account can be used via your Card Account.
7.3 Transaction Limits
7.3.1 Your Card may be subject to various limits on transaction sizes and ATM withdrawals, as detailed in the Limits list accessible from your Altery Account.
7.3.2 We may also limit the number of active Cards you can hold at once, at our sole discretion, and will let you know if any such limit applies to your Card Account.
7.3.3 Some merchant categories or transaction types may be restricted under card scheme rules, applicable law or our own policies. If you are unsure whether a transaction can be completed, please check directly with the merchant, bank or ATM operator beforehand.
7.3.4 Fees or surcharges imposed by merchants, ATM operators or other third parties are outside our control. You should confirm any such charges with the relevant party prior to proceeding with a transaction.
7.4 Permission
You should review all Fees that apply to the Altery Card, which are set out in the Fees and Limits List on our Website or within your Altery Account.
7.5 Transactions
7.5.1 You can use your Altery Card for the transaction types described in Section 7.1, subject to the Fees and Limits listed in your Altery Account.
7.5.2 You can view details of your transactions, including any applied fees, by logging into your Card Account through our Altery App. If needed, we can also advise on the maximum time it may take to execute your transaction.
7.5.3 For payments or withdrawals, we receive your instructions via the relevant Card Scheme network (e.g. Visa). For other transfers, we receive your request at the time you submit it to us.
7.5.4 If the total required funds (transaction amount plus any applicable fees) are not available in your Card balance when the request is made, your transaction will be declined.
7.5.5 If your transaction is approved, any applicable fees will be added to the transaction amount. Both the transaction amount and these fees will be deducted from your Card balance at the time of the transaction.
7.5.6 In the unlikely event a transaction or withdrawal is completed despite insufficient funds (a “Shortfall”), you must promptly reimburse us for the negative balance, unless the Shortfall resulted from an error by the merchant or ATM/bank provider.
7.5.7 If you fail to cover the Shortfall immediately, we may suspend your Card until the balance is restored. If we suspect the Shortfall was created deliberately, we may treat it as potential fraud and take further action.
7.6 Card Transactions
7.6.1 Your Altery Card may be used for:
– Single Transactions
– Recurring Transactions (including those of an indefinite period)
– Pre-Authorised Transactions (for a certain or uncertain amount)
Authorisation is usually requested at the time you initiate a transaction (for recurring transactions, it may only be requested for the initial payment; for pre-authorised transactions, it occurs at the time of pre-authorisation rather than the final payment).
7.6.2 A transaction will be regarded as Authorised by you when:
7.6.2.1 (in respect of transactions made through a merchant’s terminal) you enter your PIN, sign a copy of the card receipt which the merchant provides you with, or touch your contactless card against a terminal enabled for contactless payments;
7.6.2.2 (in respect of transactions online, over the telephone or by mail order) you provide the merchant with the Card details they request which will include the name on your Card, the Card number on the front of the Card, the security code on the back of the Card and the Card’s expiry date. In respect of transactions online, it may be required to enter a one-time password delivered via text message or other security details by other methods.
7.6.3Authorisation for a transaction may not be withdrawn (or revoked) by you after it is received by the merchant.
7.6.4If we do revoke a transaction on your behalf, we may charge a revocation Fee as specified in the Fees List.
7.7 ATM/Bank Withdrawals
7.7.1 An ATM withdrawal will be regarded as Authorised by you when you enter your PIN into the ATM.
7.7.2 A bank withdrawal (where available), will be regarded as Authorised by you when you provide the bank with the card in order to process the bank withdrawal, enter your PIN at a point of sale terminal and sign the bank withdrawal service provider’s receipt.
7.7.3 Authorisation for an ATM or bank withdrawal may not be withdrawn (or revoked) by you after it is received by the ATM operator or bank withdrawal service provider (as applicable).
7.8 Redemptions
7.8.1 You may redeem all or a portion of the balance of your Card.
7.8.2 In any circumstance, to comply with regulations or for the safety of your Account, we may require you to send us documents verifying your identity prior to allowing a Redemption of funds. We will process the Redemption request immediately provided all identity and security validation and verification checks are successfully completed, which we will conduct as soon as reasonably practicable. A Redemption request will be regarded as Authorised by you where you follow the instructions on the Website and have both properly confirmed Redemption and satisfactorily fulfilled any identity verification requirements.
7.8.3 See the Altery Account Terms and Conditions for details on redemption of electronic money from your Altery Account.
7.9 Balances
7.9.1 You can view your available balance and detailed transaction history at any time via our Altery App. Transactions are typically shown in near real-time, so you can see updates shortly after they occur. Your transaction history will show:
7.9.1.1 The amount of the transaction shown in the currency in which the transaction was paid and debited to the Card;
7.9.1.2 If a currency conversion took place, we’ll display the exchange rate used. Be aware that final settlement is usually handled by the relevant Card Scheme a few days after you authorise the transaction, so the final settled amount may differ slightly from the initially shown authorisation;
7.9.1.3 Any fees we applied to the transaction;
7.9.1.4 The date the transaction is Authorised or posted on to the Card.
7.9.2 Within your Card Account, you can view each individual transaction, plus consolidated monthly statements. By agreeing to these Terms, you accept that these statements will be delivered and viewable in electronic form only (i.e., via your Card Account).
7.9.3 We recommend checking your balance and recent transactions regularly. If you spot any unfamiliar or unauthorised activity, please let us know as soon as possible so we can investigate.
7.9.4 You may use account information service providers to aggregate and display, in one location, the information accessible through your Card Account alongside the information from other online payment accounts you may have with us or other providers of payment services. We reserve the right to deny account information service providers access to your Card Account for reasonably justified and duly evidenced reasons relating to fraud or lack of authorisation. If we deny an account information service provider access to your Card Account, we will notify you of our decision and of the reasons for our decision through your Card Account, unless that notification is unlawful or could compromise the security of your Card Account.
7.10 Know Your Customer (KYC) Checks
7.10.1 Within the timeframe set out in any request, you will give us and/or the card issuer all documents, evidence and information that we reasonably request at any stage of your use of the Services, or during your application to use the Services. You will give us and/or the card issuer this information so that we have up-to-date information and can carry out and be satisfied that we have complied with all “Know Your Customer” or other similar checks required under all applicable laws and regulations. The documents and information we may ask you for shall include, without limitation, any documents or other evidence concerning your identity or origin of assets or documentation evidencing the validity of a Transaction.
7.11 Expiry, Cancellation, Closure and Suspension
7.11.1 Your Physical Card’s expiry month and year appear on the card itself and in your online account. For Virtual Cards, the expiry date will be shown only in your online account.
7.11.2 You cannot use the Card after it expires. We may contact you before expiry to offer a replacement card, but we’re not obliged to do so. Any replacement card will be treated as your Altery Card under these Terms once received or upon the expiry of your previous card, whichever comes later.
7.11.3 Within 14 days of the date of opening your Card Account you have the right to close your Card Account and cancel your Card at no cost by using the contact details set out in Section 4 and requesting cancellation in writing. We can still withhold Fee if the card has already been issued.
7.11.4 After the initial 14-day period referred to in Section 7.11.3 you may close your Card Account and cancel your Card at any time by giving one month’s notice to us in writing via email or post using the contact details set out in Section 4.
7.11.5 When your Card is cancelled, we will immediately block your Card, so it cannot be used. You will remain liable for all obligations relating to your Card even after your Card Account has been closed. Closing your Card does not mean that we delete the personal data that we hold on you, and we will continue to store such data, including the history of your transactions, for a minimum period of 5 years, or any other period of time as required by law.
7.11.6 If you close your Card Account, you will no longer be able to use any of the functionality of the Altery Card. Rather than close your Card Account permanently, you can block your Card temporarily or indefinitely subject to expiration as explained in Section 7.11.1.
7.11.7 We may terminate these Terms and Conditions and close your Card by giving you 2 months’ notice by email for any reason.
7.11.8 We may terminate these Terms and Condition immediately upon notice to you by email:
7.11.8.1 If you breach an important part of these Terms and Conditions, or repeatedly break these Terms and Conditions and fail to resolve the matter in a timely manner;
7.11.8.2 If you breach the Altery Account Terms and Conditions;
7.11.8.3 If you act in a manner that is threatening or abusive to our staff, or any of our representatives;
7.11.8.4 If you fail to pay Fees or charges that you have incurred or fail to put right any shortfall;or
7.11.8.5 There are other grounds for blocking. If the basis for blocking the Card pursuant to this clause does not cease to exist or there is another basis for closing the Card, Wallester alone has the right to close the Card.
7.11.9 We may at any time suspend, restrict or cancel your Card functionality or refuse to issue or reactivate your Card if:
7.11.9.1 We are concerned about security of your Card;
7.11.9.2 We suspect your Card is being used in an unauthorised or fraudulent manner;
7.11.9.3 We need to do so to comply with the law or regulations;
7.11.9.4 There is a Shortfall in your Card, the Shortfall has not been caused by an error of a merchant or ATM/ bank withdrawal provider, and there is a significantly increased risk that you may not be able to repay us;
7.11.9.5 There are other reasonable grounds for suspending, restricting or cancelling your Card.
7.11.10 Before taking any of the steps set out in 7.11.8 and 7.11.9, we will tell you as soon as possible or otherwise immediately afterwards, giving our reasons, unless letting you know would compromise reasonable security measures or be otherwise unlawful. We will reactivate your Card or replace it with a new one without undue delay if in our opinion the reasons we suspended, restricted or cancelled its use cease to exist. Furthermore, we may also cancel these Terms and Conditions 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.
7.11.11 We or at the request of the card issuer may refuse to process a transaction or ATM/bank withdrawal:
7.11.11.1 If sufficient funds are not loaded on your Card at the time of a transaction or ATM/bank withdrawal transaction to cover the amount of the transaction and any applicable Fees;
7.11.11.2 You fail to pay applicable Fees;
7.11.11.3 If there is an outstanding Shortfall on the Card;
7.11.11.4 If we have reasonable grounds to believe that you are acting in breach of these Terms and Conditions;
7.11.11.5 If we believe that a transaction or ATM/bank withdrawal is suspicious or potentially illegal (for example, if we believe that a transaction is being made fraudulently); or because of errors, failures (whether mechanical or otherwise) or refusals by merchants, ATM operators, payment processors or payment schemes processing transactions or ATM transactions.
7.11.12 If we refuse to process a transaction because we think it is suspicious or potentially illegal, where we are permitted to do so by applicable law, we will send you a notification via the Altery App, Digital Wallet or by email. If we refuse to process a transaction for any other reason, we will inform you via the Altery App or by email without undue delay and in any event by the end of the next Business Day, giving our reasons and explaining how you can correct any information we hold that led to us refusing to process the transaction, unless informing you would compromise security measures or be unlawful.
7.11.13 If we cancel your Card, the funds will be managed in accordance with your Altery Account Terms and Conditions.
7.11.14 You must return your plastic Card to us immediately we request it.
7.11.15 For the avoidance of doubt, you will be liable for all amounts arising from, or losses incurred by us in connection with the use of the Card by an authorised user. This will include any use of the Card in breach of this Agreement and which we shall be under no responsibility to prevent.
7.12 Unclaimed Balances on an inactive Card
If the Card Account has not been active for any uninterrupted period of 6 months, it is classified as Abandoned. This type of account may be charged an Abandoned Card Account fee starting from the first day of the seventh month of inactivity in accordance with the Fees list stated on the website, www.altery.com. The fee may be deducted until the Card Account becomes Active, or until the Card balance reaches 0 or the Card has expired.
7.13 Disputes with Merchants
7.13.1 If you encounter any issues or complaints regarding a purchase made with your Card, your first course of action should be to address the matter directly with the merchant from whom you made the purchase. Should the issue remain unresolved and the merchant declines to provide a refund, you may initiate the dispute process through us. Please note that we are not responsible for the quality, safety, or any other aspects of the goods or services purchased with your Card. Additionally, it’s important to understand that once a transaction is made with your Card, it cannot be cancelled.
7.13.2 If the merchant will not resolve your issue or provide a refund, you may contact us to initiate a dispute under the relevant Card Scheme’s dispute resolution rules (e.g. Visa, Mastercard, UnionPay). A fee may apply for this service, as shown in our Fees and Limits List.
7.13.3 To begin the dispute process, please get in touch through the Altery App or email us at [email protected]. We will guide you through the required steps and supporting documentation.
7.13.4 Dispute deadlines vary depending on the nature of the dispute and the applicable Card Scheme rules. It’s important to contact us promptly if you want to dispute a transaction. If you do not notify us within the timeframe set by the Card Scheme, we may be unable to help with your dispute.
7.13.5 While we will do our best to assist, dispute resolution ultimately depends on the Card Scheme’s rules and the merchant’s response. We cannot guarantee a successful outcome.
7.14 Fees
7.14.1 The Fees applicable to your Card are set out in the Fees List on our Website or indicated in your Account.
7.14.2 Fees will be deducted from your Account balance.
7.14.3 When you use your Card you may also be subject to applicable fees, surcharge rules and regulations of the relevant ATM or merchant, or other financial institution or association. No delay by us in debiting any fees or Card transaction, or part thereof, to the Account shall affect or prejudice our rights to do so subsequently.
7.14.4 If you make a transaction in a currency other than that in which your Card Account is denominated, we may carry out the necessary currency conversions. We may charge you a foreign exchange fee for the currency conversions involved, as displayed in the Fees section of the Fees List and on our Website.
7.14.5 We determine the exchange rate for any currency conversion involved in a Card Scheme Transaction. The applicable rate depends, among other factors, on when the merchant’s acquiring bank or payment processor requests settlement from us through the relevant Card Scheme system. Once the transaction is processed, the actual exchange rate applied will appear in your transaction history. Because final settlement is typically completed a few days after you authorise a payment, the total amount posted to your Card may differ slightly from the original authorisation.
8. Security, unauthorised and incorrect Transactions
8.1 Security
8.1.1 If you have any indication or suspicion that your Altery Card, password, PIN or other security details are lost, stolen, misappropriated, used without Authorisation or otherwise compromised, you should suspend or block your card (by visiting our Website or mobile application or by calling the phone number(s) listed on our Website) and contact us immediately using the details set out at Section 4.
8.1.1.1 You should treat your Card like cash. If it is compromised, you may lose some or all of your money on your Card, in the same way as if you lost cash in your wallet or purse. As a result, keep your Card safe and secure and do not let anyone else use it.
8.1.1.2 If we suspect or have identified a fraud or any other security risk affecting your Card Account, we will contact you by email, telephone, SMS or other allowed communication channel using the latest contact details you have supplied to us, and tell you whether we intend to suspend your use of the Card Account and why.
8.1.1.3 You should not pass the Device to any third party.
8.2 Identity
8.2.1 It is your responsibility to keep your Card identification, security information, password, PIN, security questions and answers and other information specific to your Card confidential and never disclose them to anyone. Should another person gain access to your Card Account and/or use your Card by passing all identification and security validation and verification checks, we may be entitled to treat any Card Transaction conducted by that person as valid and Authorised by you and we may not be responsible for any loss or damage you may incur as a result.
8.2.2 If you believe a transaction on your Card was not authorised by you, or was executed incorrectly, you must notify us promptly (and in any case no later than 13 months after the transaction date).
8.2.3 We may ask you to fill out and return a declaration form.
8.2.4 Provided we have no grounds to suspect fraud or gross negligence on your part, and the transaction has already debited your Card Account or has a “confirmed” status, we will refund the unauthorised amount and restore your balance by the end of the next Business Day following the day we become aware of it. We will block your Card to prevent further misuse.
8.2.5 We can refuse to refund an unauthorised transaction if:
8.2.5.1 We can prove you authorised the payment;
8.2.5.2 We can prove you acted fraudulently;
8.2.5.3 We can prove you deliberately, or with ‘gross negligence’, failed to protect the details of your card, PIN or password in a way that allowed the payment;
8.2.5.4 You contacted us about the unauthorised payment 13 months (or more) after the date it left your account.
8.2.6 If we assume that your Card has been compromised, the further use of the card is not secure and the card has to be blocked.
8.2.7 We can refuse the customer with compensation of funds in case the customer continues to use the card that participated in fraud or continues to use the compromised card.
8.2.8 If a transaction is incorrectly executed and we are at fault, we will refund it without undue delay and restore your Card Account to its original state as though the payment had not occurred. This may include reimbursing any associated fees or interest you incurred.
8.2.9 If you provided incorrect details for the intended recipient (e.g., the wrong merchant account), we will make reasonable efforts to recover the funds but are not automatically liable for the error. If we cannot recover the funds, we will give you any available information to help you reclaim them yourself. We may charge a fee for this recovery process.
8.3 Investigations
8.3.1 If our investigations show that a card transaction reported by you as unauthorised or incorrectly executed was in fact Authorised by you, or you have acted fraudulently or with gross negligence (for example, by failing to keep your Card security information secure or to notify us without undue delay after you become aware of security risks affecting your Card), we may reverse any refund made, and you may be liable for any and all loss we suffer from your use of the Card (except in certain circumstances where the Card has been used in connection with a Distance Contract other than an Excepted Contract, or we failed to provide you a means to notify us of security risks affecting your Card or to provide you secure customer authentication, when we are required to do so, in which cases you will not be liable unless you have acted fraudulently). We may also hold you liable for losses starting from £1 in respect of any unauthorised card transaction or other transaction that was made before you notified us of the loss or theft of your Card, unless such loss or theft was not detectable by you prior to the unauthorised transaction or was caused by us or our agents (if any and always duly appointed and acting within the scope of their authority).
8.4 Pre-Authorised Transactions
8.4.1 You may be entitled to claim a refund in relation to Card Transactions within 8 weeks of the date on which your Card was debited where a Pre-Authorised Transaction did not specify the exact amount at the time of its Authorisation and the amount charged by a merchant is more than you could reasonably have expected taking into account normal spending patterns on the Card, the circumstances of the case and the provisions of these Terms and Conditions, and you notify us of this without delay and at the very latest within 8 weeks of the debit date. We will refund the amount within 10 Business Days of receiving your claim, ensuring that the value date of the refund is no later than the date on which the amount of the Transaction was debited, or inform you that we need further information from you to confirm your right to a refund.
8.4.2 A claim for a refund in the circumstances set out above will not be accepted if you gave us your consent to execute the transaction and information on the Transaction was made available to you at least 4 weeks before the Transaction date.
9. Privacy
9.1 In applying for the Altery Card and using it, you agree that we can use your personal information in accordance with our Privacy Policy. Our Privacy Policy is on our Website, and includes details of the personal information that we collect, how it will be used, and who we share it with.
9.2 By using the Altery Card at merchants or elsewhere to make a payment or withdraw cash, you also consent to the use of your personal information as required to execute the payment in accordance with regulatory requirements and any applicable rules set by Card Scheme. Depending on where you use your Card, this may include a processing of your information outside the United Kingdom and European Economic Area.
10. Liability of the Parties
10.1 Any liability on our part in connection with these Terms and Conditions shall be subject to the exclusions and limitations set out in this Section 10.
10.2 We will not be liable for any direct or indirect loss or damage (other than that which cannot be excluded by law) you may suffer as a result of your use, inability to use your Card or any loss or damage you suffer as a result of a third party using your Card or PIN or any loss arising from:
10.2.1 a merchant or its acquiring bank refusing to accept your Card; or
10.2.2 any cause which results from abnormal or unforeseen circumstances beyond our control or which would have been unavoidable despite all our efforts to the contrary including but not limited to (a) The outbreak of war and hostilities or any other international calamity or political crisis, any act of terrorism; or (b) Earthquake, hurricane, typhoon, flood or other natural disaster; or (c) Any regulatory ban on our activities; or (d) A moratorium affecting our business having been declared by legal edict or by appropriate regulatory authorities; or (e) Any breakdown, malfunction or failure of transmission, communication or computer facilities; or (f) Industrial action, acts and regulations of any governmental or supranational bodies or authorities, and the effect of such event(s) as mentioned above is such that we are not in the position to take reasonable action to cure the default. We shall endeavour to give written notice to you containing full particulars of event(s) which put the due performance of any obligations under the Agreement beyond our control, but shall not be responsible for any failure for any reason to inform you promptly or at all; or
10.2.3 a virus, or other technological attacks or harmful material that may infect your mobile phone, smartphone, computer equipment, computer programmes, data or other proprietary material related to your use of your Altery Account; or
10.2.4 us suspending, restricting or cancelling your Card or refusing to reissue or replace it if we suspect your Card Account is being used in an unauthorised or fraudulent manner, or as a result of you breaking an important term or repeatedly breaking any term of these Terms and Conditions or Altery Terms and Conditions; or
10.2.5 our compliance with any applicable laws or regulatory requirements.
10.3 Unless otherwise required by law or as set out in these Terms and Conditions, we will not be liable to you in respect of any direct or indirect losses or damages (other than that which cannot by law be excluded) you or any third party may suffer in connection with the Altery Card as a result of matters that either arise from or do not arise directly from our actions or inactions which were not a foreseeable direct consequence of our actions or inactions, so we shall not be liable for indirect consequences.
10.4 We will not be liable for the goods or services that you purchase with your Card.
10.5 We shall not be liable to you at any time where, due to technical, security, maintenance, administration or other reasons, we temporarily suspend the use of your Card for such period as we may require. If this happens, you may be unable to:
10.5.1 load your Card; and/or
10.5.2 use your Card to pay for purchases or obtain cash from ATMs; and/or
10.5.3. obtain information about the funds available in your Card Account and/or about your recent Card transactions.
10.6 Where your Card is faulty, our liability shall be limited to replacement of the Card.
10.7 Where sums are incorrectly deducted from your Card Account our liability shall be limited to payment to you of an equivalent amount.
10.8 In all other circumstances, our liability will be limited to repayment of the amount of the available balance on your Card at the time the liability arose.
10.9 In all other circumstances, our liability to you shall be limited to the actual amount of any loss or damage you suffer.
10.10 We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity if you use our Cards for any commercial or business purpose.
10.11 You will be liable for: (a) losses starting from £1 resulting from unauthorised transactions arising from the use of a lost or stolen Card; (b) losses starting from £1 arising from the misappropriation of the Card where you have failed to keep your PIN or other personal security information safe; (c) all losses if you have acted fraudulently, or have intentionally or with gross negligence failed to comply with any of our security procedures relating to the use of your Card.
11. Complaints
11.1 If you are unhappy in any way with your Altery Card, the management of your card account or if you have any other complaints in connection with the product or related services, please tell us first by using the contact details set out in Section 4 so that we can investigate the circumstances for you. All complaints will be investigated in accordance with our complaints procedure available here. We will send a final response to you by the end of fifteen Business Days after the Business Day on which we receive the complaint from you. However, in exceptional circumstances which are beyond our control, we may send you a holding response within fifteen Business Days from the original Business Day, and a final response no later than thirty-five Business Days from receipt of the complaint.
12. Your Details
12.1 Whether you’re an individual or a corporate customer, you (or your authorised representative) must inform us promptly if any of your key details change, such as your legal name, address, telephone number or email address.
12.2 If we need to contact you about your Card (for example, to notify you of a cancellation), we will use the most recent details you have provided, including your connected Telegram account. We are not responsible if you fail to update us and consequently do not receive important notices or communications.
13. Changes to these Terms and Conditions
13.1 We may find it necessary to change these Terms and Conditions from time to time and will notify you at least two calendar months in advance of the date on which the changes are due to take effect. We will notify you by sending relevant details to the recent contact details you have provided to us, including but not limited to linked Telegram accounts, personal area in the Altery App or email.
13.2 Unless we receive an electronic notification that a message was not delivered, any communication we send is considered received on the day it is sent. You may review the current Terms and Conditions at any time by clicking on the “Legal” link on the Website.
13.3 If you are a corporate customer, you must ensure that the authorised representative’s details (and any additional contact details for your organisation) are kept current. We will consider any communication with the named representative as having been made to the corporate entity itself.
13.4 Should you wish not to be bound by any new Terms and Conditions, you must tell us that you do not agree to the change within the two calendar months referred to in Section 13.1 above. We will treat such a notice from you as notification that you wish to terminate this agreement. In such circumstances, we will close your Card Account and cancel your Altery Cards and refund any monies owed to you. You will be required to pay any outstanding liabilities to us immediately, and we will still pay any Card transactions you made prior to termination, and any charges relating to them, in accordance with the terms of this agreement.
13.5 For more information on the exchange rates used for currency conversions, please refer to the relevant sections in these Terms or the Fees and Limits List on our Website. Exchange rates may change frequently and can take effect immediately and without notice.
14. Assignment
14.1 These Terms and Conditions are personal to you, whether you are an individual or a corporate customer, and you may not assign or otherwise transfer your rights and obligations under them. We may assign or transfer the benefit and burden of these Terms and Conditions to another entity at any time, on giving you 2 months’ prior notice. If we do this, your rights will not be affected.
15. Governing Law and Language
15.1 These Terms and Conditions are governed by and construed in accordance with the laws that apply to your Altery Account.
15.2 The courts applicable to your Altery Account shall have exclusive jurisdiction over any disputes arising in connection with these Terms, although we reserve the right to bring proceedings in any other court that would have jurisdiction but for this provision.
15.3 This Agreement is concluded in English. All communications with you will be in English.
16. Other General Information
16.1 These Terms and Conditions are subject to amendment, modification or deletion if required by, or found to be in conflict with, applicable law or regulation, without affecting the validity or enforceability of the remaining Terms and Conditions.
16.2 These Terms and Conditions constitute the entire agreement between the parties with respect to the subject of them, and supersede and replace any and all prior agreements between us.
16.3 Our failure to exercise or enforce any right under these Terms and Conditions shall not be deemed to be a waiver of any such right or operate to bar the future exercise or enforcement of such right at any time.
16.4 The rights and remedies available to us in these Terms and Conditions are cumulative and are in addition to any other right or remedy available to us at law or in equity.
16.5 We may engage the services of one or more affiliates, subsidiaries, agents or subcontractors in order to fulfil our obligations.
16.6 While you are using our services, you may use our software (including without limitation our Altery App, developer tools, sample source code, and code libraries), data, materials, content and printed and electronic documentation (including any specifications and integration guides) developed and provided by us or our affiliates to you, or available for download from our Website (Our IP). You may not, and may not attempt to, directly or indirectly: transfer, sublicense, loan, sell, assign, lease, rent, distribute or grant rights in Our IP to any person or entity; remove, obscure, or alter any notice of any of our trade marks, or other “intellectual property” appearing on or contained within Our IP; modify, copy, tamper with or otherwise create derivative works of any software included in our IP; or reverse engineer, disassemble, or decompile Our IP or apply any other process or procedure to derive the source code of any software included in Our IP.