First Union Ltd. is a payment programme of Orenda Financial Services Limited (UK). Orenda Financial Services have an agreement with Monavate Ltd for card issuance and related payment services. Monavate Ltd is a limited company registered in England and Wales with registration number 12472532 whose registered office is at The Officers Mess Business Centre, Royston Road, Duxford, Cambridge, England, CB22 4QH. Monavate Ltd is authorised and regulated by the Financial Conduct Authority and registered with Firm Reference Number 901097. Monavate Ltd are regulated and authorised to issue cards and electronic money under the First Union LTD payment programme.
The additional benefits offered are not linked to the account/card provider.
Monavate Consumer Debit Card Terms with E-Wallet offered by MV
This Agreement contains the terms on which we provide the Services to you.
Please read this Agreement in full before you start using the Services; it contains important information about us, the Services we will provide to you, the circumstances under which this Agreement may be changed or ended, what to do and how to access help from us in the event there is a problem as well as other relevant information.
Please contact us via means available on the website if you wish to discuss. This Agreement refers to other documents that apply to the use of the Services as follows:
Monavate Privacy Policy www.monavate.com/privacy-policy
Orenda Privacy Policy https://orenda.finance/privacy-policy/
These additional documents are not part of the Framework Contract.
By starting to use the Services (including, for example, downloading the app, logging into your secure personal log in area on our website, loading your E-wallet with funds or otherwise using the Card to transact) you confirm that you accept and agree to this Agreement (including any updates to this Agreement and the other documents referred to above).
Our company information: Monavate Limited is a company incorporated under the laws of England and Wales with registered company number 12472532. Our registered address is The Officers Mess Business Centre Royston Road Duxford, Cambridge, CB22 4QH ("Monavate", “us”, “we”, “our”, as applicable in the context).
We are authorised by the FCA: Monavate Limited is authorised by the Financial Conduct Authority (“FCA”) (registration number 901097) to issue electronic money and provide payment services.
How to contact us: You can contact us:
By phone: 01223 626 580
By email: [email protected]
By writing to:
Monavate Cambridge
The Officers' Mess
Royston Road
Duxford
Cambridge
CB22 4QH
By instant messaging / chat:
When logged into your secure personal log in area of our website.
Card means the payment card issued by us to you that is connected to your E-wallet and may be used to transact.
E-wallet means an e-money account issued to you by us that you may load with funds and use to transact.
Framework Contract means a contract for payment services which governs the future execution of individual and successive payment transactions and which may contain the obligation and conditions for setting up a payment account as defined in the UK Payment Services Regulations 2017.
Orenda means Orenda Financial Services Limited which is a company registered in the United Kingdom with Company Number 1240498 and address St Martins House, 1 Gresham Street, London, England EC2V 7BX acting as programme manager for the First Union LTD programme.
First Union LTD is a company registered in the UK with Company Number 13955042 and registered address 128 City Road, London, United Kingdom, EC1V 2NX, acting as payment programme.
Funding Source means a payment instrument (such as a credit card, debit card or bank account) that you can link to your E-wallet by entering its credentials and subsequently use for Top-Ups from time to time.
Services means the Card, E-wallet and other services provided by us to you in connection with the Card and the E-wallet.
Supported Currencies means those foreign currencies that we support and can be loaded onto an E-wallet for spending.
Top-Up means loading “topping up” your E-wallet with funds.
4.1. Eligibility: In order to be eligible to use our Services, you must be at least 18 years old. In order to start using our Services, you must apply for the Services and provide the relevant details about yourself when prompted.
4.2. Verification: We are required by law to verify certain details about you. We will not issue the Card or open an E-wallet until we have verified your identity and performed such other checks as we may in our discretion deem appropriate.
4.3. The information you provide must be accurate: The information you provide to us must be accurate, complete and truthful at all times. If your personal information changes, then you must update the information we hold about you. We may require additional information from you from time to time and you must cooperate by providing such information upon request.
4.4. Electronic checks with third parties: We may share information which we receive from you with other associated organisations or carry out checks on you electronically as is necessary for the purposes of providing the Services. When we perform electronic checks, we may disclose personal data about you to fraud prevention and credit reference agencies who may keep a record of that information. By applying for our Services, you agree to certain personal data about you being passed to such agencies for this purpose. You have the right of access to the personal records held by such fraud prevention agencies. We will supply the names and addresses of the agencies we use upon written request.
4.5. You must comply with laws applicable to you at all times: You must comply with laws applicable to you at all times. This means when you must comply with all laws applicable to you during the time in which you are applying with us for Services, throughout the term of this Agreement and for as long as we hold a balance of funds for you after this Agreement ends.
5.1. Description
The Card and the E-wallet are issued by us – Movavate Limited. Please see our company’s details in Section 2 (Who we are and how to contact us).
Card
The Card is a payment card that can be used for online and in-store purchases worldwide at merchants who accept Mastercard/Visa payment cards as a form of payment for goods and services. The Card is not a credit card or a charge card. Transactions made using the Card will be debited from the balance of funds held in the E-wallet.
E-wallet
The E-wallet is an e-money account. You may load the E-wallet with e-money using different payment methods (see Section 5.3).
No interest is payable to you on the balance of funds held in the E-wallet; nor does the balance of funds held in the E-wallet constitute a deposit.
The E-wallet may be used to transact. In order to use the E-wallet to transact, you must first load funds onto the E-wallet (please see Section 5.3).
Once loaded with funds, you may send funds from the E-wallet to another payment account.
Each time you transact using the E-wallet or the Card, the balance of funds held in the E-wallet will be debited by the amount of the transaction plus any applicable fees.
In addition to GBP, you may load your E-wallet with funds in different Supported Currencies. We do not support all foreign currencies. Please see the list on website https://myfirstunion.com/ for those currencies that we do support.
Please note that the funds held in your E-wallet are NOT protected by the Financial Services Compensation Scheme; however, we follow the requirements of the Electronic Money Regulations 2011 which are designed to ensure the safety of funds held on accounts such as this.
5.2. What happens in cases where there are insufficient funds in my E-wallet?
If you attempt to send money from the E-wallet or pay for a purchase using the Card and you have an insufficient balance of funds held in your E-wallet to make that payment, the payment will be declined.
You must have a sufficient balance of funds held in your E-wallet to make a payment. The balance of funds held in your E-wallet must not be negative.
If you attempt to make a payment using the E-wallet or Card in a particular currency and you do not hold a sufficient balance of that currency in the E-wallet or the payment otherwise anticipates a currency that we do not support, the payment will be automatically processed using a balance of another currency that you do hold in your E-wallet and a currency conversion rate will be applied (please see section 9.3 for currency conversion rates).
If you do not hold a balance in another currency upon which to draw funds to cover a payment, your payment will be declined.
5.3. Loading funds into your E-wallet with Top-Up
5.3.1. Top-Up: You can load funds into your E-wallet by linking a Funding Source to your E-wallet. You can link a Funding Source to your E-wallet by entering the Funding
Source’s credentials in the secure personal area of our website.
5.3.2. You may link up to three (3) debit or credit cards or one (1) bank account to your E-wallet as a Funding Source. You must have no less than one (1) valid Funding Source linked to your E-wallet at all times; payments made from the E-wallet may be declined if you do not have a valid Funding Source linked to the E-wallet . In order to
Top-Up your E-wallet using your Funding Source, you must follow the applicable steps in the secure personal area of our website.
5.3.3. When we receive a payment from your Funding Source, we may hold the funds for so long as we determine that there is no risk that the issuer of the Funding Source (i.e. your card-issuing or account-issuing bank) may reverse the transfer due to there being insufficient funds in your bank account.
5.3.4. In order to ensure you receive good outcomes from your use of our Services, we may limit the Funding Sources available for a transaction. If we limit a Funding Source, we will alert you that there is a higher-than-normal level of risk associated with the payment (for example, a risk that the payment may be challenged for some reason). If we contact you for this reason, we are not asserting that you or the merchant who you seek to pay is acting in a dishonest or fraudulent manner. It means that we consider there may be a higher-than-normal risk associated with the payment and we are investigating to ensure you receive a good outcome, as far as possible.
6.1. How to authorise a payment
You will need to authorise a transaction before we can charge it to your E-wallet.
6.1.1. Authorising payments made using your E-wallet :
To authorise a payment to another payment account from your E-wallet, you will need to enter the IBAN or account number and sort code of the person you wish to pay (the payee). You must then follow the relevant steps displayed on the screen in the secure personal log in area of our website at the time of transacting in order to authorise the payment.
6.1.2.Authorising payments made using your Card:
To authorise a payment made using the Card, you will need to use the Card or the Card number. You may need to take additional steps to authorise a transaction at the time you are paying, for example, you may need to enter details on a merchant’s online payment page, tap your Card at the point of sale in-store or enter your PIN on the keypad. Depending on the circumstances, you may be required to undergo some further security checks at the time such as providing biometric data (e.g. a fingerprint). If the Card, card number and PIN, biometric data or other security details have been used, we will assume you have authorised the transaction. You must therefore tell us immediately if you do not recognise a transaction that has been charged to your Card and is listed as a transaction in your secure personal log in area of our website.
6.1.3. You cannot cancel a transaction after it has been authorised.
You can, however, cancel payments that you have authorised to be made on a future date, for example, if you have set up a recurring payment. You can cancel the payment permitting you contact us via [email protected] by the end of the business day before the day the payment is due to be made.
6.2. Situations where we may refuse to authorise a transaction
There are certain situations in which we may refuse to authorise a transaction and/or where we may suspend your use of your Card and/or the E-wallet. These situations are:
● if legal or regulatory requirements prevent us from making the payment or mean that we need to carry out further checks;
● if you have infringed this Agreement in a way that we reasonably believe justifies our refusing or delaying your payment;
● if we believe that processing your transaction would break this Agreement or that you have not provided all the information we need to make the payment properly;
● if the amount is over, or would take you over, any limit that applies to your E-wallet and/or Card. See limits here https://myfirstunion.com/
● if there are not enough funds loaded into your E-wallet to make the payment and cover any fees; ● if a bankruptcy order is made against you or you have entered into an individual voluntary arrangement with your creditors;
● if, even after doing everything reasonably possible, we will not be able to make the payment on time;
● if a third party prevents us from making the payment (for example, a card scheme);
● if you owe us money;
● if we have asked you for important information we reasonably need and you have not given us that information; or
● if we have suspended your account. 6.3. Time we will receive the payment order If your payment order is received by us after 4pm on a business day or not on a business day, your payment order will be deemed received on the following business day.
6.4. Execution times
6.4.1.Within the EEA and UK, we will execute any transaction: a. in euro; b. executed wholly in the UK in sterling; or c. involving only one currency conversion between the euro and sterling, provided that: i.the required currency conversion is carried out in the UK; and ii.in the case of cross-border transactions, the cross-border transfer takes place in euro, by transferring the amount of the transaction to the payment service provider of the payee by the end of the next business day following the receipt of the payment order.
6.4.2. Any other transactions within the UK will be executed no later than four business days following the receipt of the payment order.
6.4.3. If the payment service provider of the merchant is located outside the EEA, we will execute the transaction as soon as possible.
6.5. Limits placed on the E-wallet
There may be limits on the amount of funds you can load into the E-wallet. We may also place limits on using the E-wallet and/or the Card for payments above a certain amount, from time to time. For further information relating to the limits placed on the E-wallet and/or the Card, you can view our website https://myfirstunion.com/
6.6. Accounting for service charges or tips when using the Card
When using your Card at certain merchants (such as, for example, hotels or car rentals), an additional amount (typically 10%-20%) may be added to anticipated service charges or tips, temporarily reducing the balance of funds held on the E-wallet.
This is to ensure there are sufficient funds available to cover the final cost of the transaction and to reduce the risk of a negative balance arising on the E-wallet. If your actual service charge or tip is less than the additional amount added, it may take up to seven (7) days from the date of the transaction before the difference is available to spend. Only the actual amount of the final bill agreed between you and the merchant will be deducted from the funds held on the E-wallet.
6.7. Shortfall
In the unlikely event, a transaction is completed when there are insufficient funds in the E-wallet for that transaction (a "Shortfall"), the Shortfall shall be reimbursed by you unless it is due to an error on the part of the Merchant where the Card was presented, in this circumstance we may seek the Shortfall from the Merchant. You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount and deduct the amount from the balance of funds loaded into the E-wallet or from your linked Funding Source. We may also charge the amount of the Shortfall from any other Cards that you hold with us, or any other payment method which you may designate at that time, or against any funds which you may subsequently load into the E-wallet. Until we are reimbursed the Shortfall amount, we may suspend the E-wallet and the Card. In addition, we reserve the right to charge you an administration fee for each transaction that you make using the E-wallet and/or Card that results in a Shortfall or increases the Shortfall amount on the E-wallet.
You may only use your Card up until the expiry date which is printed on the front of the physical Card. We will aim to send you a new Card prior to your Card expiring; we may ask you to confirm some details prior to our sending you a new Card. Fees may apply in certain cases where we send you a new Card. Please see the fees set out on our website https://myfirstunion.com/
8.1. How to withdraw the funds held in your E-wallet
You may withdraw funds held in your E-wallet by first logging into the secure personal log in area of our website and following the relevant prompts on the screen at the time of transacting. You may only withdraw the balance of the funds held in the E-wallet at any point in time minus the amount of any pending transactions.
8.2. Fees will apply to withdrawing funds
You may be charged a fee for withdrawing funds. Please see the fees page on our website https://myfirstunion.com/
8.3. Withdrawing all funds will not mean that your E-wallet is closed
Withdrawing all of your funds from your E-wallet does not automatically close the E-wallet, the Card or otherwise end this Agreement. If you would like to end this Agreement, you must follow the steps in section 16 (closing your E-wallet and ending this Agreement).
9.1. Fees:
You must pay the fees in connection with your use of the Services. We will not process your payment until we have received the relevant fees from you. You can see all fees applicable to you on our website https://myfirstunion.com/
9.2. Interest:
The funds loaded on to your Card will not earn any interest.
9.3. Exchange rates:
You may hold balances of funds in different currencies in your E-wallet. If you are making a payment or withdrawing funds in a currency you hold in the E-wallet, the payment will be made from that balance. If you make a payment or withdraw funds in a currency you do not hold in your E-wallet, we will convert the amount applying the relevant rate and a fee to the balance or currency that you do hold.
For transactions made using the Card, we will use the relevant exchange rate published by Mastercard or Visa (available here https://www.visa.co.uk/support/consumer/travel-support/exchange-rate-calculator.html). For making payments from the E-wallet, we will use the relevant exchange rate provided by our third-party provider (available here
https://www.visa.co.uk/support/consumer/travel-support/exchange-rate-calculator.html).
We will also apply our margin which is available on the fees pages of our website https://myfirstunion.com/ . Any change in the relevant exchange rate will be applied immediately and without notice to you. We may also change our exchange rate provider at our discretion, without notice to you.
10.1. How we will contact you:
We may contact you by telephone, letter, SMS or email using the details that you have provided to us in your secure personal log in area of our website. You must keep your contact details in the secure personal log in area up-to-date at all times.
10.2. Information:
Where we are required to provide information to you on a durable medium, we will either send you a notification in your secure personal log in area of our website pointing you to information in the personal log in area in a way that enables you to keep that information, unchanged, and refer to it in the future, such as pdf. Please keep copies of information provided by us to you. If you would like us to provide information in a different manner than agreed, then we may charge you a reasonable administration fee to cover our costs.
10.3. Language:
We will communicate with you in English.
10.4. Your right to receive a copy of this Agreement:
A copy of this Agreement is always available in a form to download on our website. Please visit https://myfirstunion.com/
Alternatively, please contact us [email protected] if you need assistance in obtaining a copy.
11.1.Steps you must take to keep your E-wallet and Card safe
You must take adequate measures and use best efforts to prevent unauthorized access/use of the Services:
To help you keep your E-wallet and Card secure, you are required to:
− keep your Card, Card number, CCV, login codes and other security features used to access the E-wallet strictly to yourself; do not share your security credentials to access the E-wallet with any other person or otherwise allow another person to use the Services;
− not permit any other person to use your E-wallet and/or Card;
− make sure all your devices are properly protected (set at least one form of access protection, for example a login code);
− keep the operating systems of your devices clean (no illegal software) and up-to-date;
− frequently review the list of transactions in your E-wallet to confirm they are as expected as per your spending;
− inform yourself about common scams, such as phishing;
− always immediately report irregularities by contacting us [email protected] and follow our instructions.
11.2.How to notify us if there is a problem
If you lose the security credentials used to access your E-wallet or your Card details or if they are stolen, or you suspect that the E-wallet and/or Card has been used by someone other than you, you must tell us immediately by contacting us on our contact details available here [email protected] , so we can block your Card and/ or access to your E-wallet .
If possible, you must also log into your secure personal log in area of our website and suspend use of your Card. Please note that we may require you to provide some information in relation to your security credentials and/ or Card being lost, theft or misuse in writing. You must assist us with any related enquiries.
11.3.How we will contact you if there is a problem
In the event we suspect there is an issue with the E-wallet and/or Card (for example, such as fraud or security threats) we will contact you, in the first instance, by phone. If we cannot get through to you by phone, we will send you an email. For this reason, you must maintain a current phone number and email address in your secure personal log in area of our website.
In case of an unauthorised payment or where we have incorrectly executed a transaction, upon your request, we will, without delay, refund to you the amount of the transaction including all fees that we have charged for that particular transaction. You will not be entitled to a refund under this section:
(a) where your Card, or the personalised security features used to access your E-wallet , are lost, stolen or misappropriated. You will be liable for the first GBP 35 of any unauthorised payments if we believe you should have been aware of the loss, theft or unauthorised use. We will not hold you liable for the first GBP 35 if the unauthorised payment was caused either by our acts or omissions, or those of a third party expressly carrying out activities on our behalf. Your liability for the first GBP 35 also does not apply to any unauthorised transactions made after you have notified us that the security of your Card or E-wallet has been compromised.
(b) if you have acted fraudulently, in which case we will not refund you in any circumstances;
(c) if the payment transaction was unauthorised but you have with intent or gross negligence compromised the security of your Card or E-wallet or otherwise failed to comply with your obligations to use your Card or E-wallet on the terms of this Agreement. In such a case you shall be solely liable for all losses; or
(d) if you do not let us know about the unauthorised or incorrectly completed transaction without undue delay, and in any event, no later than 13 months from the date of the payment transaction.
13.1. You may claim a refund for a transaction that you authorised provided that:
a. your authorisation did not specify the exact amount when you consented to the transaction;
b. the amount of the transaction exceeded the amount that you could reasonably have expected it to be (taking into account your previous spending pattern using the Services, this Agreement and the circumstances of this case);
c. you requested a refund from us by contacting us [email protected], within 8 weeks
of the date the transaction took place.
13.2. When you request a refund under this section, we may require you to provide us with evidence to substantiate your claim. We will refund you within 10 business days of receiving your claim for a refund or, where applicable, within 10 business days of receiving any further information we requested - or we will provide you with reasons for refusing the refund. The refund shall be equal to the amount of the relevant transaction.
We may, at our discretion, amend the Agreement at any time (including amendments and additions to our fees).
14.1. Changes that we may make immediately:
In certain exceptional circumstances such as where:
a. we have a reasonable belief that fraud is likely to or has occurred; or
b. the amendments are made in order to comply with any regulation, we may make such amendments immediately and notify you following such amendments.
14.2. Changes we may make upon notice to you:
Other than for immediate changes as set out above, if we wish to make a change to this Agreement, we will provide you with at least two (2) months’ notice in writing, via email.
If you do not agree to our proposed changes, you have a right to end the Agreement immediately free of charge. If you do not notify us of any disagreement with the proposed changes, we may assume you accept the changes to the Agreement on the date the change comes into force.
We may close your Card and E-wallet or otherwise suspend access to the Services immediately in the following circumstances:
● if we consider, acting reasonably, that you are behaving fraudulently or otherwise criminally;
● if you have not given us any information we have requested from you, or we have good reason to believe that information you have provided is incorrect or not true;
● if you have broken this Agreement in a serious or persistent way and you have refrained from putting the matter right within a reasonable time of us asking you to do so; ● if we have good reason to believe that you continuing to use your Card and/or E-wallet could damage our reputation or goodwill;
● if we have asked you to repay money you owe us and you have not done so within a reasonable period of time;
● if you have been declared bankrupt; or
● if we have to do so under any law, regulation, court order or the FCA or FOS’s instructions.
16.1. You may close your E-wallet and end this Agreement at any time. You may closeyour E-wallet and end this Agreement at any time. You may do this by contacting support@myfirstunion.com
You only need to inform us at the time; you do not need to give us any prior notice.
16.2. You must withdraw your funds from your E-wallet within a reasonable timeframe following notifying us of your intention to close your E-wallet by following the steps as to how to withdraw the funds held in your E-wallet as set out in section 8. After a certain period of time, you may no longer have access to your secure personal log in area of our website in order to follow the steps to withdraw the funds remaining in your E-wallet after closure. You may still, however, withdraw this money for up to six (6) years following the date this
Agreement ends (see Section 17 on how to redeem your funds).
16.3. We may charge a fee if you end this Agreement, if this Agreement has been in place for less than six months.
17.1. If you have funds held in your E-wallet after this Agreement has ended, you may withdraw these funds for up to six (6) years following the date the Agreement ends.
17.2. If there are still funds held in your E-wallet 12 months following the end of this Agreement, we will start deducting a fee from your account that will cover our costs in order to maintain this balance for you until such time as you redeem your funds.
17.3. If you wish to redeem your funds after this Agreement has ended and you no longer have access to your secure personal area of our website, please contact us at [email protected] so we can help.
17.4. If you request to redeem your funds after this Agreement ends, we may need to carry out some checks prior to sending the funds to you. We may therefore ask you to provide some information to us at this time, such as identity documents and so on.
17.5. We may charge you a fee for redeeming your funds held in your E-wallet if you request to redeem those funds whilst this Agreement is in place or where you request redemption of the funds held in your E-wallet more than 12 months after this Agreement has ended.
If we do not reasonably meet our commitments to you under the terms of this Agreement, we are only responsible for the loss you suffer that is a foreseeable result of our breaking this Agreement or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
We do not exclude or limit liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.
The E-wallet and the Card are consumer products; accordingly, if you use our Services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
The law governing this Agreement is the law of England and Wales. The courts of England and Wales have jurisdiction to adjudicate any dispute between you and us in connection with this Agreement.
If you are not satisfied with the service you receive from us you should contact us [email protected]
Correspondence may be monitored or recorded. Our complaints procedure is available on our website or upon request from us [email protected] and, if we receive a complaint from you, a copy of our complaints procedure will automatically be sent to you.
We will look into your case as quickly as possible. We aim to acknowledge your complaint within 24 hours and send you a final response within 15 business days. On rare occasions, we may need to extend the deadline by a further 20 business days to investigate your case in detail.
If, having exhausted the complaints procedure above, you remain unhappy, you may complain to the
Financial Ombudsman Service (FOS) on the following contact details:
● Online: www.financial-ombudsman.org.uk
● Email: [email protected]
● Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
● Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–8:00pm (GMT), and
on Saturday from 9:00am–1:00pm (GMT)
● If you are not in the UK, call +44 20 7964 0500.
We need to collect information about you to provide you with the Services under this Agreement. For information on how we use your personal data, please refer to our privacy notice
https://assets-global.website-files.com/6391a268cc6c4a9010023985/644ba323362aa42b236e0530_Privacy%20Policy%20-%2028-04-2023.pdf
By entering into this Agreement, you acknowledge and agree that we may collect, process and store your personal information for the purposes of providing our Services to you. This does not affect any rights and obligations you or we have under data protection law.
22.1. We may transfer this Agreement to someone else
We may assign or otherwise transfer any of our rights and obligations under the Agreement, without your prior consent, to any other person or business, subject to such party continuing the obligations in the Agreement to you.
22.2. Third parties
This Agreement is between you and us only. Except for any party to whom we transfer this Agreement (under section 17.1), nothing in the Agreement gives any third party any benefit or right (including any enforcement right).
Monovate Business Debit Card Terms with E-Wallet offered by MV
This Agreement contains the terms on which we provide the Services to you.
Please read this Agreement in full before you start using the Services; it contains important information about us, the Services we will provide to you, the circumstances under which this Agreement may be changed or ended, what to do and how to access help from us in the event there is a problem as well as other relevant information.
Please contact us via means available on the website if you wish to discuss. This Agreement refers to other documents that apply to the use of the Services as follows:
Monavate Privacy Policy www.monavate.com/privacy-policy
Orenda Privacy Policy https://orenda.finance/privacy-policy/
These additional documents are not part of the Framework Contract.
By starting to use the Services (including, for example, downloading the app, logging into your secure personal log in area on our website, loading your E-wallet with funds or otherwise using the Card to transact) you confirm that you accept and agree to this Agreement (including any updates to this Agreement and the other documents referred to above).
Our company information: Monavate Limited is a company incorporated under the laws of England and Wales with registered company number 12472532. Our registered address is The Officers Mess Business Centre Royston Road Duxford, Cambridge, CB22 4QH ("Monavate", “us”, “we”, “our”, as applicable in the context).
We are authorised by the FCA: Monavate Limited is authorised by the Financial Conduct Authority (“FCA”) (registration number 901097) to issue electronic money and provide payment services.
How to contact us: You can contact us:
By phone: 01223 626 580
By email: [email protected]
By writing to:
Monavate Cambridge
The Officers' Mess
Royston Road
Duxford
Cambridge
CB22 4QH
By instant messaging / chat:
When logged into your secure personal log in area of our website.
Card means the payment card issued by us to you that is connected to your E-wallet and may be used to transact.
E-wallet means an e-money account issued to you by us that you may load with funds and use to transact.
Framework Contract means a contract for payment services which governs the future execution of individual and successive payment transactions and which may contain the obligation and conditions for setting up a payment account as defined in the UK Payment Services Regulations 2017.
Orenda means Orenda Financial Services Limited which is a company registered in the United Kingdom with Company Number 1240498 and address St Martins House, 1 Gresham Street, London, England EC2V 7BX acting as programme manager for the First Union LTD programme.
First Union LTD is a company registered in the UK with Company Number 13955042 and registered address 128 City Road, London, United Kingdom, EC1V 2NX, acting as payment programme.
Funding Source means a payment instrument (such as a credit card, debit card or bank account) that you can link to your E-wallet by entering its credentials and subsequently use for Top-Ups from time to time.
Services means the Card, E-wallet and other services provided by us to you in connection with the Card and the E-wallet.
Supported Currencies means those foreign currencies that we support and can be loaded onto an E-wallet for spending.
Top-Up means loading “topping up” your E-wallet with funds.
4.1. Eligibility: In order to be eligible to use our Services, you must be at least 18 years old. In order to start using our Services, you must apply for the Services and provide the relevant details about yourself when prompted.
4.2. Verification: We are required by law to verify certain details about you. We will not issue the Card or open an E-wallet until we have verified your identity and performed such other checks as we may in our discretion deem appropriate.
4.3. The information you provide must be accurate: The information you provide to us must be accurate, complete and truthful at all times. If your personal information changes, then you must update the information we hold about you. We may require additional information from you from time to time and you must cooperate by providing such information upon request.
4.4. Electronic checks with third parties: We may share information which we receive from you with other associated organisations or carry out checks on you electronically as is necessary for the purposes of providing the Services. When we perform electronic checks, we may disclose personal data about you to fraud prevention and credit reference agencies who may keep a record of that information. By applying for our Services, you agree to certain personal data about you being passed to such agencies for this purpose. You have the right of access to the personal records held by such fraud prevention agencies. We will supply the names and addresses of the agencies we use upon written request.
4.5. You must comply with laws applicable to you at all times: You must comply with laws applicable to you at all times. This means when you must comply with all laws applicable to you during the time in which you are applying with us for Services, throughout the term of this Agreement and for as long as we hold a balance of funds for you after this Agreement ends.
5.1. Description
The Card and the E-wallet are issued by us – Movavate Limited. Please see our company’s details in Section 2 (Who we are and how to contact us).
Card
The Card is a payment card that can be used for online and in-store purchases worldwide at merchants who accept Mastercard/Visa payment cards as a form of payment for goods and services. The Card is not a credit card or a charge card. Transactions made using the Card will be debited from the balance of funds held in the E-wallet.
E-wallet
The E-wallet is an e-money account. You may load the E-wallet with e-money using different payment methods (see Section 5.3).
No interest is payable to you on the balance of funds held in the E-wallet; nor does the balance of funds held in the E-wallet constitute a deposit.
The E-wallet may be used to transact. In order to use the E-wallet to transact, you must first load funds onto the E-wallet (please see Section 5.3).
Once loaded with funds, you may send funds from the E-wallet to another payment account.
Each time you transact using the E-wallet or the Card, the balance of funds held in the E-wallet will be debited by the amount of the transaction plus any applicable fees.
In addition to GBP, you may load your E-wallet with funds in different Supported Currencies. We do not support all foreign currencies. Please see the list on website https://myfirstunion.com/ for those currencies that we do support.
Please note that the funds held in your E-wallet are NOT protected by the Financial Services Compensation Scheme; however, we follow the requirements of the Electronic Money Regulations 2011 which are designed to ensure the safety of funds held on accounts such as this.
5.2. What happens in cases where there are insufficient funds in my E-wallet?
If you attempt to send money from the E-wallet or pay for a purchase using the Card and you have an insufficient balance of funds held in your E-wallet to make that payment, the payment will be declined.
You must have a sufficient balance of funds held in your E-wallet to make a payment. The balance of funds held in your E-wallet must not be negative.
If you attempt to make a payment using the E-wallet or Card in a particular currency and you do not hold a sufficient balance of that currency in the E-wallet or the payment otherwise anticipates a currency that we do not support, the payment will be automatically processed using a balance of another currency that you do hold in your E-wallet and a currency conversion rate will be applied (please see section 9.3 for currency conversion rates).
If you do not hold a balance in another currency upon which to draw funds to cover a payment, your payment will be declined.
5.3. Loading funds into your E-wallet with Top-Up
5.3.1. Top-Up: You can load funds into your E-wallet by linking a Funding Source to your E-wallet. You can link a Funding Source to your E-wallet by entering the Funding
Source’s credentials in the secure personal area of our website.
5.3.2. You may link up to three (3) debit or credit cards or one (1) bank account to your E-wallet as a Funding Source. You must have no less than one (1) valid Funding Source linked to your E-wallet at all times; payments made from the E-wallet may be declined if you do not have a valid Funding Source linked to the E-wallet . In order to
Top-Up your E-wallet using your Funding Source, you must follow the applicable steps in the secure personal area of our website.
5.3.3. When we receive a payment from your Funding Source, we may hold the funds for so long as we determine that there is no risk that the issuer of the Funding Source (i.e. your card-issuing or account-issuing bank) may reverse the transfer due to there being insufficient funds in your bank account.
5.3.4. In order to ensure you receive good outcomes from your use of our Services, we may limit the Funding Sources available for a transaction. If we limit a Funding Source, we will alert you that there is a higher-than-normal level of risk associated with the payment (for example, a risk that the payment may be challenged for some reason). If we contact you for this reason, we are not asserting that you or the merchant who you seek to pay is acting in a dishonest or fraudulent manner. It means that we consider there may be a higher-than-normal risk associated with the payment and we are investigating to ensure you receive a good outcome, as far as possible.
6.1. How to authorise a payment
You will need to authorise a transaction before we can charge it to your E-wallet.
6.1.1. Authorising payments made using your E-wallet :
To authorise a payment to another payment account from your E-wallet, you will need to enter the IBAN or account number and sort code of the person you wish to pay (the payee). You must then follow the relevant steps displayed on the screen in the secure personal log in area of our website at the time of transacting in order to authorise the payment.
6.1.2.Authorising payments made using your Card:
To authorise a payment made using the Card, you will need to use the Card or the Card number. You may need to take additional steps to authorise a transaction at the time you are paying, for example, you may need to enter details on a merchant’s online payment page, tap your Card at the point of sale in-store or enter your PIN on the keypad. Depending on the circumstances, you may be required to undergo some further security checks at the time such as providing biometric data (e.g. a fingerprint). If the Card, card number and PIN, biometric data or other security details have been used, we will assume you have authorised the transaction. You must therefore tell us immediately if you do not recognise a transaction that has been charged to your Card and is listed as a transaction in your secure personal log in area of our website.
6.1.3. You cannot cancel a transaction after it has been authorised.
You can, however, cancel payments that you have authorised to be made on a future date, for example, if you have set up a recurring payment. You can cancel the payment permitting you contact us via [email protected] by the end of the business day before the day the payment is due to be made.
6.2. Situations where we may refuse to authorise a transaction
There are certain situations in which we may refuse to authorise a transaction and/or where we may suspend your use of your Card and/or the E-wallet. These situations are:
● if legal or regulatory requirements prevent us from making the payment or mean that we need to carry out further checks;
● if you have infringed this Agreement in a way that we reasonably believe justifies our refusing or delaying your payment;
● if we believe that processing your transaction would break this Agreement or that you have not provided all the information we need to make the payment properly;
● if the amount is over, or would take you over, any limit that applies to your E-wallet and/or Card. See limits here https://myfirstunion.com/
● if there are not enough funds loaded into your E-wallet to make the payment and cover any fees; ● if a bankruptcy order is made against you or you have entered into an individual voluntary arrangement with your creditors;
● if, even after doing everything reasonably possible, we will not be able to make the payment on time;
● if a third party prevents us from making the payment (for example, a card scheme);
● if you owe us money;
● if we have asked you for important information we reasonably need and you have not given us that information; or
● if we have suspended your account. 6.3. Time we will receive the payment order If your payment order is received by us after 4pm on a business day or not on a business day, your payment order will be deemed received on the following business day.
6.4. Execution times
6.4.1.Within the EEA and UK, we will execute any transaction: a. in euro; b. executed wholly in the UK in sterling; or c. involving only one currency conversion between the euro and sterling, provided that: i.the required currency conversion is carried out in the UK; and ii.in the case of cross-border transactions, the cross-border transfer takes place in euro, by transferring the amount of the transaction to the payment service provider of the payee by the end of the next business day following the receipt of the payment order.
6.4.2. Any other transactions within the UK will be executed no later than four business days following the receipt of the payment order.
6.4.3. If the payment service provider of the merchant is located outside the EEA, we will execute the transaction as soon as possible.
6.5. Limits placed on the E-wallet
There may be limits on the amount of funds you can load into the E-wallet. We may also place limits on using the E-wallet and/or the Card for payments above a certain amount, from time to time. For further information relating to the limits placed on the E-wallet and/or the Card, you can view our website https://myfirstunion.com/
6.6. Accounting for service charges or tips when using the Card
When using your Card at certain merchants (such as, for example, hotels or car rentals), an additional amount (typically 10%-20%) may be added to anticipated service charges or tips, temporarily reducing the balance of funds held on the E-wallet.
This is to ensure there are sufficient funds available to cover the final cost of the transaction and to reduce the risk of a negative balance arising on the E-wallet. If your actual service charge or tip is less than the additional amount added, it may take up to seven (7) days from the date of the transaction before the difference is available to spend. Only the actual amount of the final bill agreed between you and the merchant will be deducted from the funds held on the E-wallet.
6.7. Shortfall
In the unlikely event, a transaction is completed when there are insufficient funds in the E-wallet for that transaction (a "Shortfall"), the Shortfall shall be reimbursed by you unless it is due to an error on the part of the Merchant where the Card was presented, in this circumstance we may seek the Shortfall from the Merchant. You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount and deduct the amount from the balance of funds loaded into the E-wallet or from your linked Funding Source. We may also charge the amount of the Shortfall from any other Cards that you hold with us, or any other payment method which you may designate at that time, or against any funds which you may subsequently load into the E-wallet. Until we are reimbursed the Shortfall amount, we may suspend the E-wallet and the Card. In addition, we reserve the right to charge you an administration fee for each transaction that you make using the E-wallet and/or Card that results in a Shortfall or increases the Shortfall amount on the E-wallet.
You may only use your Card up until the expiry date which is printed on the front of the physical Card. We will aim to send you a new Card prior to your Card expiring; we may ask you to confirm some details prior to our sending you a new Card. Fees may apply in certain cases where we send you a new Card. Please see the fees set out on our website https://myfirstunion.com/
8.1. How to withdraw the funds held in your E-wallet
You may withdraw funds held in your E-wallet by first logging into the secure personal log in area of our website and following the relevant prompts on the screen at the time of transacting. You may only withdraw the balance of the funds held in the E-wallet at any point in time minus the amount of any pending transactions.
8.2. Fees will apply to withdrawing funds
You may be charged a fee for withdrawing funds. Please see the fees page on our website https://myfirstunion.com/
8.3. Withdrawing all funds will not mean that your E-wallet is closed
Withdrawing all of your funds from your E-wallet does not automatically close the E-wallet, the Card or otherwise end this Agreement. If you would like to end this Agreement, you must follow the steps in section 16 (closing your E-wallet and ending this Agreement).
9.1. Fees:
You must pay the fees in connection with your use of the Services. We will not process your payment until we have received the relevant fees from you. You can see all fees applicable to you on our website https://myfirstunion.com/
9.2. Interest:
The funds loaded on to your Card will not earn any interest.
9.3. Exchange rates:
You may hold balances of funds in different currencies in your E-wallet. If you are making a payment or withdrawing funds in a currency you hold in the E-wallet, the payment will be made from that balance. If you make a payment or withdraw funds in a currency you do not hold in your E-wallet, we will convert the amount applying the relevant rate and a fee to the balance or currency that you do hold.
For transactions made using the Card, we will use the relevant exchange rate published by Mastercard or Visa (available here https://www.visa.co.uk/support/consumer/travel-support/exchange-rate-calculator.html). For making payments from the E-wallet, we will use the relevant exchange rate provided by our third-party provider (available here
https://www.visa.co.uk/support/consumer/travel-support/exchange-rate-calculator.html).
We will also apply our margin which is available on the fees pages of our website https://myfirstunion.com/ . Any change in the relevant exchange rate will be applied immediately and without notice to you. We may also change our exchange rate provider at our discretion, without notice to you.
10.1. How we will contact you:
We may contact you by telephone, letter, SMS or email using the details that you have provided to us in your secure personal log in area of our website. You must keep your contact details in the secure personal log in area up-to-date at all times.
10.2. Information:
Where we are required to provide information to you on a durable medium, we will either send you a notification in your secure personal log in area of our website pointing you to information in the personal log in area in a way that enables you to keep that information, unchanged, and refer to it in the future, such as pdf. Please keep copies of information provided by us to you. If you would like us to provide information in a different manner than agreed, then we may charge you a reasonable administration fee to cover our costs.
10.3. Language:
We will communicate with you in English.
10.4. Your right to receive a copy of this Agreement:
A copy of this Agreement is always available in a form to download on our website. Please visit https://myfirstunion.com/
Alternatively, please contact us [email protected] if you need assistance in obtaining a copy.
11.1.Steps you must take to keep your E-wallet and Card safe
You must take adequate measures and use best efforts to prevent unauthorized access/use of the Services:
To help you keep your E-wallet and Card secure, you are required to:
− keep your Card, Card number, CCV, login codes and other security features used to access the E-wallet strictly to yourself; do not share your security credentials to access the E-wallet with any other person or otherwise allow another person to use the Services;
− not permit any other person to use your E-wallet and/or Card;
− make sure all your devices are properly protected (set at least one form of access protection, for example a login code);
− keep the operating systems of your devices clean (no illegal software) and up-to-date;
− frequently review the list of transactions in your E-wallet to confirm they are as expected as per your spending;
− inform yourself about common scams, such as phishing;
− always immediately report irregularities by contacting us [email protected] and follow our instructions.
11.2.How to notify us if there is a problem
If you lose the security credentials used to access your E-wallet or your Card details or if they are stolen, or you suspect that the E-wallet and/or Card has been used by someone other than you, you must tell us immediately by contacting us on our contact details available here [email protected] , so we can block your Card and/ or access to your E-wallet .
If possible, you must also log into your secure personal log in area of our website and suspend use of your Card. Please note that we may require you to provide some information in relation to your security credentials and/ or Card being lost, theft or misuse in writing. You must assist us with any related enquiries.
11.3.How we will contact you if there is a problem
In the event we suspect there is an issue with the E-wallet and/or Card (for example, such as fraud or security threats) we will contact you, in the first instance, by phone. If we cannot get through to you by phone, we will send you an email. For this reason, you must maintain a current phone number and email address in your secure personal log in area of our website.
In case of an unauthorised payment or where we have incorrectly executed a transaction, upon your request, we will refund to you the amount of the transaction including all fees that we have charged for that particular transaction. You will not be entitled to a refund under this section:
12.1. if you have acted fraudulently, in which case we will not refund you in any circumstances;
12.2. if the payment transaction was unauthorised but you have with intent or gross negligence compromised the security of your Card or E-wallet or otherwise failed to comply with your obligations to use your Card or E-wallet on the terms of this Agreement. In such a case you shall be solely liable for all losses. We will treat any payment instruction given using your Card and/or E-wallet as evidence that you authorised the transaction or did not otherwise keep your security credentials safe; or
12.3. If you do not let us know about the unauthorised or incorrectly completed transaction without undue delay, and in any event, no later than 1 month from the date of the
payment transaction.
12.4. We may require you to provide us with information relating to the transaction and/ or your claim for a refund under this section. We may carry out an investigation prior to issuing you with any refund and you agree to cooperate with our investigation.
We may, at our discretion, amend the Agreement at any time (including amendments and additions to our fees).
14.1. Changes that we may make immediately:
In certain exceptional circumstances such as where:
a. we have a reasonable belief that fraud is likely to or has occurred; or
b. the amendments are made in order to comply with any regulation, we may make such amendments immediately and notify you following such amendments.
14.2. Changes we may make upon notice to you:
Other than for immediate changes as set out above, if we wish to make a change to this Agreement, we will provide you with at least two (2) months’ notice in writing, via email.
If you do not agree to our proposed changes, you have a right to end the Agreement immediately free of charge. If you do not notify us of any disagreement with the proposed changes, we may assume you accept the changes to the Agreement on the date the change comes into force.
We may close your Card and E-wallet or otherwise suspend access to the Services immediately in the following circumstances:
● if we consider, acting reasonably, that you are behaving fraudulently or otherwise criminally;
● if you have not given us any information we have requested from you, or we have good reason to believe that information you have provided is incorrect or not true;
● if you have broken this Agreement in a serious or persistent way and you have refrained from putting the matter right within a reasonable time of us asking you to do so; ● if we have good reason to believe that you continuing to use your Card and/or E-wallet could damage our reputation or goodwill;
● if we have asked you to repay money you owe us and you have not done so within a reasonable period of time;
● if you have been declared bankrupt; or
● if we have to do so under any law, regulation, court order or the FCA or FOS’s instructions.
15.1. You may close your E-wallet and end this Agreement at any time. You may closeyour E-wallet and end this Agreement at any time. You may do this by contacting support@myfirstunion.com
You only need to inform us at the time; you do not need to give us any prior notice.
15.2. You must withdraw your funds from your E-wallet within a reasonable timeframe following notifying us of your intention to close your E-wallet by following the steps as to how to withdraw the funds held in your E-wallet as set out in section 8. After a certain period of time, you may no longer have access to your secure personal log in area of our website in order to follow the steps to withdraw the funds remaining in your E-wallet after closure. You may still, however, withdraw this money for up to six (6) years following the date this
Agreement ends (see Section 17 on how to redeem your funds).
16.1. If you have funds held in your E-wallet after this Agreement has ended, you may withdraw these funds for up to six years following the date the Agreement ends.
16.2. If there are still funds held in your E-wallet 12 months following the end of this Agreement, we will start deducting a fee from your account that will cover our costs in order to maintain this balance for you until such time as you redeem your funds.
16.3. If you wish to redeem your funds after this Agreement has ended and you no longer have access to your secure personal area of our website, please contact us https://myfirstunion.com/ so we can help.
16.4. If you request to redeem your funds after this Agreement ends, we may need to carry out some checks prior to sending the funds to you. We may therefore ask you to provide some information to us at this time, such as identity documents and so on.
16.5. You must pay the relevant fees for redeeming your funds.
17.1. We will not be liable for:
17.1.1. any fault or failure relating to the use of the Services that is a result of abnormal and unforeseeable circumstances beyond our control which would have been unavoidable despite all our efforts to the contrary, including but not limited to, a fault in or failure of data processing systems;
17.1.2. the goods or services that you purchase with using the Services (unless otherwise agreed);
17.1.3. any loss of profits, loss of business, or any indirect, consequential, special or punitive losses;
17.1.4. a merchant refusing to honour a transaction or refusing a payment; or
17.1.5. any acts or omissions that are a consequence of our compliance with any UK law or any other laws to which we are subject.
17.2. In any event, our liability will be limited to the balance of funds held in your E-wallet at the time that the event occurs.
17.3. Nothing in this Agreement shall exclude or limit any regulatory responsibilities we have which we are not permitted to exclude or limit, or our liability for death or personal injury.
17.4. If you have used the Services or allowed the Services we provide to you to be used fraudulently, in a manner that does not comply with this Agreement, for illegal purposes, or if you have allowed access to the Services to be compromised due to your gross negligence, you will be held responsible for the use and misuse of the Services.
The law governing this Agreement is the law of England and Wales. The courts of England and Wales have jurisdiction to adjudicate any dispute between you and us in connection with this Agreement.
If you are not satisfied with the service you receive from us you should contact us
https://myfirstunion.com/. Correspondence may be monitored or recorded.
We need to collect information about you to provide you with the Services under this Agreement. For information on how we use your personal data, please refer to our privacy notice
https://assets-global.website-files.com/6391a268cc6c4a9010023985/644ba323362aa42b236e0530_Privacy%20Policy%20-%2028-04-2023.pdf
By entering into this Agreement, you acknowledge and agree that we may collect, process and store your personal information for the purposes of providing our Services to you. This does not affect any rights and obligations you or we have under data protection law.
21.1. We may transfer this Agreement to someone else
We may assign or otherwise transfer any of our rights and obligations under the Agreement, without your prior consent, to any other person or business, subject to such party continuing the obligations in the Agreement to you.
21.2. Third parties
This Agreement is between you and us only. Except for any party to whom we transfer this Agreement (under section 17.1), nothing in the Agreement gives any third party any benefit or right (including any enforcement right).
This privacy policy applies between you, the User of this Website and the Orenda Financial Services Limited
(Orenda), the collector and processor of information provided by you through this website. Orenda takes the
privacy of your information very seriously. This privacy policy applies to our use of any and all Data collected by
us or provided by you in relation to your use of the Website. Please read this privacy policy carefully.
Data
Data includes all information that you submit via the Website. This definition incorporates, where applicable,
the definitions provided in relevant the Data Protection Laws including but not
limited to, the Directive 96/46/EC (Data Protection Directive) or the GDPR, and any national
implementing laws, regulations and secondary legislation; GDPR the General Data Protection Regulation (EU)
2016/679. Orenda Financial Services Limited (12404984) is a limited liability company incorporated in England
and Wales, whose registered office is at St Martins House, 1 Gresham Street, London, England, EC2V 7BX.
In this privacy policy, unless the context requires a different interpretation:
The singular includes the plural and vice versa; references to sub-clauses, clauses, schedules or
appendices are to sub-clauses, clauses, schedules or appendices of this privacy policy; a reference to a person
includes firms, companies, government entities, trusts and partnerships; “including” is
understood to mean “including without limitation”; reference to any statutory provision includes any
modification or amendment of it; the headings and subheadings do not form part of this privacy policy.
This privacy policy applies only to the actions of Orenda and Users with
respect to this Website. It does not extend to any websites that can be accessed from this Website
including, but not limited to, any links we may provide to social media websites.
For purposes of the applicable Data Protection Laws, Orenda is the “data controller”. This means that Orenda determines the purposes for which, and the manner in which, your Data is processed.
We may collect the following Data, which includes personal Data, from you:
Name; date of birth; gender; profession; contact Information such as email addresses and telephone numbers; financial information such as credit / debit card numbers; IP address (automatically collected); operating system (automatically collected); in each case, in accordance with this privacy policy.
We collect Data in the following ways:
● data is given to us by you ;
● and data is collected automatically.
Your data will be collected in a number of ways, for example when you contact us through the Website, by
telephone, post, e-mail or through any other means; or when you register and set up an account to receive
products/services. In each case the case is collected in accordance with this privacy policy. Data that is
collected automatically to the extent that you access the Website, will include for example, information ( IP
address, date, time, frequency) about your visit to the Website. This information helps us to make
improvements to Website content and navigation.
Any or all of the above Data may be required by us from time to time in order to provide you with the
best possible service and experience when using our Website. Data will be used in accordance with this privacy
policy.
We may use your Data for the above purposes if we deem it necessary to do so for our legitimate
interests. If you are not satisfied with this, you have the right to object in certain circumstances (see
the section headed “Your rights” below).
We may share your Data with the following groups of people for the following reasons:
● any of our group companies or affiliates
● the legal entity under the brand you have applied for your account or card
● third party service providers who provide services to us which require the processing of personal data
● ensure that AML requirements are met
● relevant authorities, if the authorities request this information we will need to provide this by law;
In each case, data will be provided in accordance with this privacy policy.
We will use technical and organisational measures to safeguard your Data, for example:
access to your account is controlled by a password and a username that is unique to you.
We store your Data on secure servers. Payment details are encrypted using SSL technology (typically you will
see a lock icon or green address bar (or both) in your browser when we use this technology.
Technical and organisational measures include measures to deal with any suspected data breach. If
you suspect any misuse or loss or unauthorised access to your Data, please let us know immediately
by contacting us via this email address: [email protected] If you want detailed information from Get Safe
Online on how to protect your information and your computers and devices against fraud, identity theft,
viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by
HM Government and leading businesses.
Unless a longer retention period is required or permitted by law, we will only hold your Data on our
systems for the period necessary to fulfil the purposes outlined in this privacy policy or until you
request that the Data be deleted. Even if we delete your Data, it may persist on backup or archival media for
legal, tax or regulatory purposes.
You have the following rights in relation to your Data:
Right to access – the right to request (i) copies of the information we hold about you at any time, or (ii)
that we modify, update or delete such information. If we provide you with access to the information we hold
about you, we will not charge you for this, unless your request is “manifestly unfounded or
excessive.” Where we are legally permitted to do so, we may refuse your request. If we refuse your
request, we will tell you the reasons why.
Right to correct – the right to have your Data rectified if it is inaccurate or incomplete.
Right to erase – the right to request that we delete or remove your Data from our systems.
Right to restrict our use of your Data – the right to “block” us from using your Data or limit the way in
which we can use the data.
Right to data portability – the right to request that we move, copy or transfer your Data.
Right to object – the right to object to our use of your Data including where we use it for our legitimate
Interests.
To make enquiries, exercise any of your rights set out above, or withdraw your consent to the
processing of your Data (where consent is our legal basis for processing your Data), please contact
us via this email address: [email protected] If you are not satisfied with the way a complaint you make in
relation to your Data is handled by us, you may be able to refer your complaint to the relevant data protection
authority. For the UK, this is the Information Commissioner’s Office (ICO). The ICO’s contact details can be
found on their website at https://ico.org.uk/. It is important that the Data we hold about you is accurate and
current. Please keep us informed if your Data changes during the period for which we hold it.
This Website may, from time to time, provide links to other websites. We have no control over such websites and are not responsible for the content of these websites. This privacy policy does not extend to your use of such websites. You are advised to read the privacy policy or statement of other websites prior to using them.
Orenda Financial Services Limited may, from time to time, expand or reduce our business and this may involve the sale and/or the transfer of control of all or part of Orenda Financial Services Limited.
Data provided by Users will, where it is relevant to any part of our business so transferred, be transferred along with that part and the new owner or newly controlling party will, under the terms of this privacy policy, be permitted to use the Data for the purposes for which it was originally supplied to Us. We may also disclose Data to a prospective purchaser of our business or any part of it.
In the above instances, we will take steps with the aim of ensuring your privacy is protected.
You may not transfer any of your rights under this privacy policy to any other person. We may transfer our rights under this privacy policy where we reasonably believe your rights will not be affected.
If any court or competent authority finds that any provision of this privacy policy (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of this privacy policy will not be affected. Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.
This Agreement will be governed by and interpreted according to the law of England and Wales. All disputes arising under the Agreement will be subject to the exclusive jurisdiction of the English and Welsh courts.
Orenda Financial Services Limited reserves the right to change this privacy policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted on the Website and you are deemed to have accepted the terms of the privacy policy on your first use of the Website following the alterations. You may contact Orenda Financial Services Limited by email at [email protected]
You have the right to cancel your agreement with us after you have submitted a Transaction. This right of cancellation continues until fourteen days after you have submitted the transaction, or until we have completed the contract by paying the Pay-out Amount to the Recipient, whichever is comes first. If you exercise your right to cancel under this clause, we may apply a cancellation charge.
We will consider your written request for a refund (submitted by email, or by mail using the contact information at the bottom of these Terms and Conditions) if you provide the Sender’s full name, address, and phone number, together with the Transaction identification number, Transaction Amount, and the reason for your refund request.
Any refunds will be credited back to the same Payment Instrument/Method used to fund the Transaction and in the same currency. No adjustment will be made for any currency fluctuations which may have occurred in the meanwhile.
If we do provide you with a refund, we will only refund the Transaction Amount only if the Transaction was not paid out to the Recipient. We will not refund any transaction fees for a recipient not. collecting funds or for incorrect information supplied which would not make it possible for us to complete your transaction.
A charge of £30 may be applied which will be deducted from the transaction amount as well as the transaction fee. Note that this charge is incurred by the merchant bank and not by First Union Ltd.
Each of our customers is vital to us, and we believe you have the right to fair, prompt, and courteous service at all times.
We have designed a complaints policy to ensure that your complaint is handled quickly, efficiently, and positively by the appropriate person. As our customer, you are in a strong position to assess our performance, and we rely on you to let us know when something goes wrong. Your complaint will be taken carefully and confidentially.
The processes for filing a complaint are outlined on this page. Please keep in mind, however, that we must function within a legal framework. Any decisions we make must comply with applicable laws; yet, we may not always be able to accommodate your needs.
What is the best way to file a complaint? If you are dissatisfied with the service you have gotten, please contact the individual who is carrying out the transaction in question. Most complaints may be handled promptly and informally. If you prefer to file a formal complaint, you must do it in writing, via post, fax, or e-mail, and address it to First Union Ltd.’s Client Services Manager. The Client Services Manager will be eager to correct the situation (if possible) and learn from any mistakes made. Please be as specific as possible in your complaints. Every letter you send to us should include the sender’s contact information as well as a reference number.
Please make sure you always give us the following information to assist us investigate and handle the problem as quickly as possible, whether you want to discuss it informally or submit a formal complaint:
• Full name and address
• Your transaction reference number (if your complaint relates to a particular transaction)
• Your daytime phone number (if possible)
• Full details of your concern or complaint, including any previous dealings with us about it
• Copies of any relevant documents such as letters
• Details of what would you like us to do
When you visit a website, it may store or retrieve information in the form of cookies on your browser. This information may pertain to you, your choices, or your device, and is mostly used to ensure that the site functions as expected. Although the information normally does not directly identify you, it can help you have a more personalised web experience. You can choose not to allow some types of cookies because we respect your right to privacy. To learn more, see below various category headings. However, disabling certain types of cookies may have an impact on your use of the site and the services we may provide.
These cookies are required for the website’s operation and cannot be disabled in our systems. They are normally only set in response to actions you take that constitute a request for services, such as changing your privacy choices, logging in, or filling out forms. You can set your browser to block or notify you when these cookies are set, but certain features of the site will not function as a result. These cookies do not store any information that can be used to identify you.
These cookies enable us to track visits and traffic sources so that we can measure and improve our site’s performance. They assist us in determining which pages are the most and least popular, as well as observing how visitors navigate the site. All data collected by these cookies is aggregated and thus anonymous. We won’t know when you visit our site if you don’t accept cookies, and we won’t be able to track its performance if you don’t allow them.
These cookies allow the website’s operation and customization to be improved. They could be set by us or by third-party companies whose services we’ve integrated into our pages. Some or all of these services may not function properly if you do not allow certain cookies.
Our advertising partners may set these cookies through our site. Those companies may use them to create a profile of your interests and show you relevant ads on other websites. They are based on uniquely recognising your browser and internet device, rather than directly storing personal information. You will see less tailored advertising if you do not allow these cookies.