Our Home Delivery, Travel Card and Money Transfer services are available. Branches and Click & Collect are still closed until further notice to protect the well-being of our customers and staff.Read more
Please note, this card product closed as of 21st January 2019.
Account: The ICE Travellers Prepaid Cashcard account that We open and maintain for the purposes of issuing the Card in Euros, US Dollars or Pound Sterling that allows You to Load funds onto Your Card for the purpose of accessing Your E-money. You can hold only one Account for each offered currency at any point in time;
Agent: Any institution authorised by Us to Load the Card;
Agreement: This agreement between You and Us regulating the operation of Your Account and use of Your Card(s), Backup Card(s) and/or Account(s) which can be varied from time to time in accordance with its terms;
Available Balance: The value of funds loaded onto Your Account and available for use;
Backup Card: An additional Card linked to Your Account which can only be activated to make Transactions from the Available Balance held within Your Account if Your Card is reported lost or stolen (also known as an E CARD);
Business Hours/Day: 09:00 – 17:00 GMT Monday - Friday, except for any public bank holidays in England and Wales;
Buyback Rate: The rate at which Your Available Balance will be refunded to You in Pound Sterling when You make a request for redemption under Clause 10. This exchange rate changes daily and is available through Customer Services;
Card: The primary ICE Travellers Prepaid Cashcard issued to You under this Agreement. Each Card will be associated to a particular Account that You hold enabling You to access the E-money in that Account for the purpose of making a Transaction;
Cardholder: You, the person entering into this Agreement with Us;
Cashback: The money that You can earn back on any qualifying settled retail, Point-Of-Sale (“POS”), transaction You make with Your Card or Backup Card (Your "Cards") ;
Cashback Reward Period: Means the period from 1 March of the current year to the last calendar day of February of the following year;
Cashback Redemption Date: Means the date on which the Cashback will be paid into Your Account, which will be after the relevant Cashback Reward Period and no later than the 31 May following the end of the relevant Cashback Reward Period subject to Clause 7.5;
Cross Border Transaction: A retail purchase or cash machine/ATM withdrawal which is completed by using any of Your Cards in a currency other than the currency originally Loaded onto the Account of the Card used. These Transaction(s) will be converted to the Account at the Standard Conversion Rate without any additional fee levied by Us;
Customer Services: The dedicated team at ICE who deal specifically with any queries You may have about Your Cards. Contact details for Customer Services can be found below in Clause 20.
Daily Limit: The daily maximum combined purchases and cash machine/ATM withdrawals limit of £/$/€ 5,000 inclusive of fees (if any) per Card or Backup Card in no more than 50 (fifty) separate transactions each day;
E-money: The electronic money/currency funds held in Your Account;
Group: Lenlyn Holdings Ltd whose registered office is at - International Currency Exchange Ltd - 19-21 Shaftesbury Avenue, London W1D 7ED and its subsidiary companies including ICE;
ICE: International Currency Exchange Ltd whose registered office is at 19-21 Shaftesbury Avenue, London W1D 7ED; (registered number. 2080759);
Load: A top up of Your Available Balance, available online via the Website or by calling Customer Services;
Load Rate: The rate of exchange which is determined by Us to Load a Euro or US Dollar Account;
Mastercard®: Mastercard International Incorporated whose registered office is at 2000 Purchase St, Purchase, New York 10577-2509;
Merchant: Any shop, hotel, restaurant or other retailer that displays the Mastercard logo and can accept Mastercard prepaid cards.
PIN: The 4 (four) digit personal identification number issued to You for use with Your Card(s);
Raphaels / Raphaels Bank: R. Raphael and Sons plc, is a UK Bank authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 161302 and is permitted to issue E-money. Its registered office is at 19-21 Shaftesbury Avenue, London W1D 7ED; (Companies House registered number 1288938);
Standard Conversion Rate: The prevailing interbank "Spot Rate" which applies at the relevant time any of Your Cards is used to make a Cross Border Transaction;
Transaction: A retail purchase or cash machine/ATM withdrawal completed using Your Cards;
We/Us/Our: Collectively referred to as Raphaels, ICE and/or any Agent;
Website: The ICE Travellers CashCard section of the ICE Ltd website located at www.iceplc.com/cashcard that allows You access to Your Card information including Account balances and Transaction history and provides up-to-date information about Your Account;
You and/or Your: The Cardholder to whom ICE issues a Card hereunder.
2.1 Your Card is a prepaid Card which allows You to deposit funds into Euro, US Dollar or Pound Sterling Account(s). Your Card is not a credit or charge Card.
2.2 Your Card is issued by Raphaels, pursuant to a license from Mastercard®. Your rights and obligations relating to the use of this Card are subject to this Agreement between You and Us; You have no rights against Mastercard® or their respective affiliates. If You experience any difficulties in using the Card You should contact Customer Services.
2.3 In the unlikely event that Raphaels become insolvent, the Available Balance on Your Card may lose its value and become unusable and accordingly You may lose the opportunity to spend the funds stored on the Card.
2.4 Your Card remains the property of Raphaels at all times.
2.5 The Card is subject to all applicable laws including laws concerning the use of cash machines/ATMs and exchange control laws which You agree to abide by.
3. Buying, receiving and activating your Cards
3.1 You may apply for an Account through the Website provided the initial Load value to an Account is at least £50 worth of currency. We reserve the right to refuse Your application for any reason.
3.2 You must be a resident of the UK and be at least 18 years of age. Third parties are not permitted to purchase a Card on Your behalf.
3.3 You agree that We may communicate with You by email or telephone for issuing any notices or information about Your Account or any of Your Cards and therefore it is important that You provide Us with a valid email address and telephone number when You open Your Account with Us via the Website.
3.4 You will be issued with 1 (one) Card for every Account You Load with currency plus a complimentary Backup Card unless You opt out of receiving the Backup Card when ordering Your Card. There are currently three currency Account(s) available; Pound Sterling (£GBP), US Dollars ($USD) and Euro (€EUR).
3.5 We will verify Your name and address electronically using third party databases. Our third party agencies may keep a record of this search and it may be used in subsequent identity checks. You do not undergo a credit check when You apply for a Card.
3.6 We will issue Your Card to You on the basis of the information that You have provided. You agree to provide accurate personal information and to tell Us of any changes as soon as possible so that Our records remain correct at all times. You should update any changes to Your personal information held by Us by visiting the Website or calling Customer Services. In particular, You must promptly inform Us of any changes to Your email address or telephone number.
3.7 Your Card(s) will be delivered to Your residential address by first class post with Royal Mail. You will not need to sign for delivery of Your Card(s). An indication of when You are likely to receive Your Card(s) is shown below:
|Order placed and payment received||Card Dispatched||Expect Delivery||Timescale after ordering|
|Before 3pm Monday||Wednesday||Thursday / Friday||3 to 4 days|
|Before 3pm Tuesday||Thursday||Friday / Saturday||3 to 4 days|
|Before 3pm Wednesday||Friday||Saturday / Monday||3 to 5 days|
|Before 3pm Thursday||Following Monday||Following Tuesday / Wednesday||5 to 6 days|
|Before 3pm Friday||Following Tuesday||Following Wednesday / Thursday||5 to 6 days|
|After 3pm Friday and all weekend||Following Wednesday||Following Thursday / Friday||6 to 7 days|
3.8 When You receive Your Card You must sign it immediately and activate it via the Website or Customer Services. You can retrieve Your PIN number at any time by calling Our PIN retrieval line. Sign In to Your account and visit the Activate Card & Get PIN section for more details.
3.9 You must do all that You reasonably can to keep the details of Your Cards and associated PIN and other security details secret and safe from misappropriation by any third party at all times.
3.10 Your Card and PIN are provided for Your use only, and You must:
3.10.1 take all reasonable steps to ensure that You keep the PIN and other personalised security features of Your Card safe from misappropriation by any third party at all times and must not keep it with the Card or otherwise make it available to anyone else;
3.10.2 never allow anyone else to use Your Card, PIN or other security information;
3.10.3 promptly notify Us of any loss or theft of the Card, PIN or other security information.
3.11 You will be able to change Your PIN at any UK Bank cash machine/ATM that has a PIN change facility. When You select or change Your PIN You should not select a PIN that can be easily guessed, such as, for example, a number that:
(a) is easily associated with You, such as Your date of birth or digits from Your telephone number,
(b) is part of data imprinted on the Card,
(c) consists of the same digits or a sequence of running digits, or
(d) is identical to a previously selected PIN.
3.12 Your PIN may be temporarily blocked from further use if an incorrect PIN is entered at a cash machine/ATM or entered when making a Transaction 3 (three) or more times. If the PIN is disabled You will not be able to make a Transaction, in which case You must contact Customer Services to reactivate the PIN.
3.13 You may be liable for any unauthorised use of the Card in the circumstances described in Clause 14.
3.14 If You fail to activate Your Card within 30 days of application, We will cancel Your Card and the Available Balance will be converted into Pound Sterling using the Buyback Rate on the 31st day after application. We will then contact You to arrange for the remaining balance to be returned to You by BACS bank transfer. Funds should be received in Your account within 3 (three) working days.
4. Use of your Card(s)
4.1 Your Card can be used at any Merchant or cash machine/ATM that displays the Mastercard® Acceptance Mark, excluding limited acceptance Merchants in EU/EEA that do not accept prepaid cards. The Card issued is intended for use in countries where the national currency is the same as the currency Account associated to the Card and this Agreement is entered into on this basis. If a Merchant or cash machine/ATM offers You the choice to make a Transaction in either "local currency" or "Card currency" (depending on the country in which You are located) We recommend You choose to make the purchase in "Card currency" to avoid a Cross Border Transaction.
4.2 You can authorise a Transaction at any Merchant by entering Your PIN or if the Merchant does not accept chip and PIN authorisation, the Merchant may allow You to authorise the Transaction by signing the receipt. Please be aware that You may not stop a Transaction once it has been authorised as at that point it is deemed to be received by Us. You will be responsible for all Transactions where You authorise such Transactions, regardless of the manner of such authorisation.
4.3 You must not give the details of Your Card to any Merchant with a view to entering into any arrangement for periodic billing. Any debits made to Your Account as a result of such arrangements will be considered to have been authorised by You.
4.4 Cash machines/ATMs bearing the Mastercard® Acceptance Mark can be used to make cash withdrawals and We will not charge You any fees for this service (limits apply - see Clause 11). However, certain cash machine/ATM providers charge their own fee for making cash withdrawals, especially cash machines/ATMs situated in convenient locations such as those found inside a supermarket or within a hotel. Please note that We are not liable for such fees as they are beyond Our control, nor are We responsible for ensuring that they will accept the Card.
4.5 Every time Your Card is used to make a Transaction, the Available Balance will be reduced by the full amount of each Transaction and authorisation. When You make a Transaction, You or must ensure that the total Transaction value is less than or equal to the Available Balance. If, for any reason, an authorised Transaction is processed for an amount which exceeds the Available Balance, You must repay Us the difference in full within 10 Business Days of receiving an invoice from Us. Should You not repay this amount within 10 Business Days of receiving an invoice from Us. We reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.
4.6 Due to security safeguards, Merchants that accept Your Card are required to seek authorisation from Us for all of the Transactions that You make. There are some circumstances where Merchants may require an Available Balance greater than the value of the Transaction You wish to make and this will be determined by making a pre-authorisation. Any pre-authorisation made on Your Card will result in a reduction in the Available Balance, We shall release any blocked funds without undue delay as soon as We are aware of the exact amount of the payment transaction and immediately after receipt of the relevant payment order. You will only be charged for the actual and final value of the Transaction You make. Merchants request this as they may need to access more funds than You initially intended to spend in such circumstances (without limitation) as:
4.6.1 Hire car companies, hotels and self-service petrol pumps - Such Merchants may not be able to accurately predict how much the final bill will be, therefore they may make a pre-authorisation request for funds greater than the final bill and Available Balance.
4.6.2 Online Merchants - upon registration or at check-out stage, certain Merchants may make a pre-authorisation to verify the payment details provided and/or to verify if funds are available to complete the Transaction. Certain online Merchants won't take payment from the Available Balance until goods are dispatched so please be aware of this when checking the Available Balance to make sure enough funds are in Your Account to complete online purchases.
4.7 When making an online Transaction, You may be asked to register with Mastercard SecureCode™ in order to complete Your purchase.
4.8 Although the Mastercard® logo may be displayed in some countries the Card may not operate there (due to restrictions of Mastercard).
4.9 If there are insufficient funds in Your Account to pay for a transaction the Card may be declined.
4.10 You agree to accept a credit to the Account if You are entitled to a refund for any reason for goods or services purchased using the Card.
4.11 We cannot stop a transaction or payment once You authorise the use of the Card.
4.12 The Available Balance held in Your Account(s) will not earn any interest.
4.13 You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.
5. Limitations of the use of your Cards
5.1 Your Cards may not be used for illegal transactions or to buy illegal goods or services. They may also not be used:
5.1.1 for participating in online gaming websites.
5.1.2 at casinos or other gambling institutions.
5.1.3 to make regular money transfers.
5.1.4 for payment at motorway toll booths.
5.2 We accept no liability and are not responsible if You have an insufficient Available Balance to complete a Transaction.
6. Topping-up your Account(s)
6.1 You can increase the Available Balance of any currency Account(s) by making a minimum £50 Load via the Website or by calling Customer Services which can be reached at +44 (0) 330 1231430.
6.2 A Load must be paid in Pound Sterling by debit card or by bank transfer. At the time of the Load of Your Available Balance, the Load Rate will be displayed or notified to You.
6.3 If You Load by debit card, the card used for payment must be registered to the same address as the Card.
6.4 We do not accept credit card payments to Load the Card.
6.5 If You Load the card by bank transfer, You must:
6.5.1 include Your surname and order number within the payment reference.
6.5.2 acknowledge that new Card orders will only be despatched upon receipt of cleared funds.
6.5.3 ensure that We receive Your cleared funds within 2 (two) Business Days or the Load will be subject to cancellation, for which You will be notified by email.
6.5.4 acknowledge that the Load will not appear instantly on Your Account but within 1 hour of being received during Business Hours. Payments received outside of Business Hours will be applied by 10am the next Business Day.
6.6 Load limits apply, please see Clause 11.2 below for details.
6.7 We reserve the right to suspend or terminate or otherwise restrict the right for You to increase Your Available Balance where We reasonably consider it necessary to protect the security of Your Account or because We suspect that there may be unauthorised or fraudulent use of the Account. Where We intend to take any such action, We shall use reasonable endeavours to notify You in advance or otherwise We will let You know as soon as possible thereafter (unless We are prohibited to do so by law).
7.1 Cashback is rewarded each year when You use Your Cards for settled retail POS Transactions which are greater or equal to the value of £50, €50 or $50 per Transaction and which are not excluded by Clause 7.4 below (“Eligible Cashback Transactions”).
7.2 Cashback will be calculated as a percentage of the total value of all Eligible Cashback Transactions made within the Cashback Reward Period and is currently set at 1.5% of all Eligible Cashback Transaction value in the denominated currency of Your Account. Cashback will be paid into Your Account by the Cashback Redemption Date, subject to Clause 7.5. The credit will appear on Your Account statement under the narrative 'addvalue'. No alternative form of payment is available.
7.3 We may change the percentage amount of Cashback offered or the Cashback Reward Period by notifying You by e-mail at least 2 (two) months before the change will take effect.
7.4 Cashback will not be applicable on any of the following Transactions showing on Your Account:
7.4.1 cash machine/ATM withdrawals;
7.4.2 any fees, cash advances or cash-based transactions including over-the-counter cash payments and disbursements;
7.4.3 any Transactions which have been subsequently re-credited to Your Account by way of refunds. If Cashback has already been paid to You for a Transaction which is then subsequently re-credited to Your Account, the amount of Cashback earned relating to the Transaction will be deducted from Your Account;
7.4.4 any Transaction which, at any point, exceeds the Available Balance on Your Account and results in Your Account showing a negative balance;
7.4.5 any Transactions which We suspect or are notified of having taken place as a result of the loss, theft, misappropriation or unauthorised use of any of Your Cards or any breach of this Agreement.
7.5 In the circumstances described below, Cashback will be applied to Your Account after the Cashback Redemption Date as follows:
7.5.1 where Your Card was blocked temporarily at the Cashback Redemption Date, within 1 (one) month from the date when Your Card was unblocked.
7.5.2 where Your Card was inactive (e.g. because it had expired) at the Cashback Redemption Date, In that instance, Cashback will be applied to Your Account when You take out a new Card or it will be paid out to You when You request a redemption of the Available Balance pursuant to clauses 9 or 10 within 1 (one) month from the date that You are contacted by the Customer Service team.
8. Checking your available balance and transaction history
8.1 You may view Your Transaction history (statement) and Your Available Balance by visiting Check Card Balance within the Manage Your Card section of the Website. You may also check Your Available Balance and Transaction history by calling Customer Services. You may also be able to check Your Available Balance from cash machines/ATMs if they offer the facility.
8.2 We do not issue printed statements.
8.3 You should check the details of Your Transactions regularly. If Your Transaction history includes any item which seems to be wrong, please notify Us as soon as possible and no later than 13 months from the date of the Transaction. Please note You will only be able to claim a refund under Clause 14 if You have notified Us within 13 months of the Transaction.
8.4 If a Card is replaced, then the transaction history will not be transferred across to the replacement Card.
8.5 Transaction history will be available on the Website for a rolling period of 12 months.
9. Card Expiry
9.1 Your Cards will be valid for a period of 5 (five) years from the month of issue and the expiry date will be printed on the front of Your Card.
9.2 One month before Your Card is due to expire, We will send You an email communication to the address registered to Your Account to ask if You would like to be issued with a new Card or refunded the Available Balance showing on the Account. It is important that You keep Your Account details up to date at all times so that We hold the correct address and correspondence details on file.
9.3 Subject to Clauses 9.4 and 10 below, any Available Balance showing on the Account upon expiry of Your Card, will be held by Us until We have received written instruction from You to redeem the Available Balance in full.
9.4 You have up to 6 (six) years from the date of expiry shown on Your Card to redeem the Available Balance which may have been on Your Card at the time of expiry.
9.5 Your Card cannot be used beyond its expiry date.
10. Converting your available balance back into Sterling (Buyback)
10.1 You may at any time ask Us to transfer Your Available Balance back into Pound Sterling, or close Your Account in full, by writing to Us, using the contact details found under Clause 20.
10.2 You do not have to close Your Account with Us if You want to transfer all of Your Available Balance back into Pound Sterling. We will only close Your Account if You specifically ask Us to.
10.3 If You own a Euro or US Dollar Travellers Prepaid Cashcard and Your request to transfer the Available Balance back into Pound Sterling is received within 7 days of Your last Load, and Your Available Balance is less than €100 or $100, Your Available Balance will be converted back into Pound Sterling at the same rate of exchange used for Your last Load (Our "Same Rate Buy Back Guarantee"). If You have an Available Balance greater than €100 or $100, the difference will be converted at the Buy Back Rate on the day the request is received. The Buy Back Rate may be obtained by calling Customer Services.
10.4 If You own a Euro or US Dollar Travellers Prepaid Cashcard and Your request to transfer the Available Balance back into Pound Sterling is received after 7 days of Your last Load, all of the Available Balance will be converted back into Pound Sterling using the Buy Back Rate on the day the request is received. The Buy Back rate can be obtained by calling Customer Services.
10.5 If You own a Pound Sterling Card, the Available Balance showing on Your Card at the time Your request is received will be the amount We will transfer to You.
10.6 Transfers may be made only by BACS transfer and will be made payable only to You as the Cardholder. Funds should be received into Your account within 3 (three) working days. Upon sending Your request You must provide Us with Your bank account number and sort code.
10.7 We will only carry out requests received in writing if the letter is signed by You, or if the request is made by email, the email address used must match the address We hold on file for You. We reserve the right to request further identification if necessary.
10.8 Transfers will be completed by close of business the following Business Day following receipt of Your request, unless We have reason to suspect fraudulent activity or (in respect of any payment transactions relating to Your Card) if You have failed to comply with this Agreement.
10.9 If any subsequent withdrawals, fees or charges are incurred in relation to the Card after the transfer has taken place, You are required to refund the amount to Us within14 days of Our sending You an invoice.
10.10 You have up to a maximum of 6 years after Your Card has expired, or Your Account has been closed, to ask for any Available Balance which may have been showing on Your Account at the time of expiry or closure to be converted back into Pound Sterling and paid directly into Your bank account.
11. Fees and Account limits
11.1 You won't incur any fees levied by Us when using Your Card. There is only 1 (one) fee We charge and that is for a Load on a Pound Sterling Account (known as the "Sterling Travellers Prepaid Cashcard") as shown in the following table:
|Fees||The Sterling Travellers Cashcard
(GB £ Card)
|The US Dollar Travellers Cashcard
(US $ Card)
|The Euro Travellers Cashcard
(EU € Card)
|Card purchase fee 1||Free||Free||Free|
|Backup Card fee||Free||Free||Free|
|Card replacement fee||Free||Free||Free|
|Negative balance fee||Free||Free||Free|
|Account closure fee||Free||Free||Free|
|Buyback (redemption) fee||Free||Free||Free|
|Account inactivity fee||Free||Free||Free|
|Load / top-up fee||2.85%||Free||Free|
|Withdrawal at a cash machine fee 2||Free||Free||Free|
|Buying goods and services in the UK||Free||Free||Free|
|Buying goods and services abroad||Free||Free||Free|
|Cross Border Transaction ("foreign transaction") fee||0%||0%||0%|
|Balance enquiry at a cash machine 2||Free||Free||Free|
1 FREE of charge when you order £700 or more, the fee will vary on orders below £700.
2 Some cash machine providers may levy their own fee for this service.
11.2 The following Load / top-up limits apply when increasing your Available Balance:
|Load Limits||The Sterling Travellers Cashcard
(GB £ Card)
|The US Dollar Travellers Cashcard
(US $ Card)
|The Euro Travellers Cashcard
(EU € Card)
|Minimum Load / top-up amount||£50.00||£50.00 (equiv)||£50.00 (equiv)|
|Maximum Load / top-up amount per day||£2,500||$2,500||€2,500|
|Maximum Load / top-up amount per month||£5,000||$10,000||€7,500|
|Maximum Load / top-up amount per annum||£10,000||$20,000||€15,000|
|Maximum number of Loads / top-ups per month||10||10||10|
|Maximum balance at any time||£5,000||$10,000||€7,500|
11.3 The following maximum Transaction limits will apply to your Cards:
|Transaction Limits||The Sterling Travellers Cashcard
(GB £ Card)
|The US Dollar Travellers Cashcard
(US $ Card)
|The Euro Travellers Cashcard
(EU € Card)
|Allowed cash machine withdrawals per day||6 or £2,500||6 or $2,500||6 or €2,500|
|Allowed cash machine withdrawals per month||30 or £5,000||30 or $5,000||30 or €5,000|
|Allowed spending limit per day (Daily Limit)||100 or £5,000||100 or $5,000||100 or €5,000|
11.4 We reserve the right to make a reasonable charge for additional services not set out in within Clause 11.1, 11.2 or 11.3.
11.5 Additional fees or limit restrictions may apply when You use try to use any of Your Cards at certain cash machines/ATMs, banks or Merchants, details of which shall be made available to You before You make the Transaction.
Lost, stolen or damaged Cards
12.1 If any of Your Cards are lost, stolen or likely to be misused or You suspect that someone else may know the PIN or Security Details, You must stop using the Card, without undue delay, and notify Us by calling +44 (0) 800 434 6771 (accessible 24 hours a day, 7 days a week), on becoming aware of the loss, theft, misappropriation or unauthorised use of the Card, We will block the Card to prevent further use and automatically transfer the Available Balance to Your Backup Card, which can then be used immediately. We may also block any of Your Cards if We have reason to believe that You have breached any term of this Agreement and have failed to remedy such breach or if We suspect the Card(s) have been misused.
12.2 You cannot Load funds onto Your Account when Your Available Balance has been transferred to Your Backup Card. Your Backup Card can only be used to make a Transaction from the Available Balance held on Your account at the time Your Card was reported lost or stolen.
12.3 You may also be required to confirm details of the loss, theft or misuse to Us in writing by completing a disputed Transaction form, which We will provide or which can be obtained by logging into Your Account on the Website.
12.4 If any of Your Cards become damaged or should malfunction, You must contact Customer Services in accordance with the details shown in Clause 20.
12.5 You agree to assist Us (and the police) in any enquiries and attempts to recover a lost or stolen Card.
12.6 If any lost Card or is subsequently found it must not be used unless We confirm it may be used.
12.7 Unless You have acted fraudulently, We will replace Your Card as soon as reasonably practicable. If the loss or theft of Your Card occurs whilst You are outside of the United Kingdom, We will reissue Your Card upon Your return. Once a replacement Card has been issued, Your Backup Card will no longer be active but can still be used if the replacement Card We issue to You also becomes lost or stolen.
Disputes, refunds and liability for unauthorised transactions
13.1 If You notice a transaction on Your Account that You do not recognise You must notify Us without undue delay, and in any event no later than 13 (thirteen) months after the debit date. We will request that You provide additional written information concerning any error. We recommend that You check Your transaction history and balance at least once a month.
13.2 We will refund any unauthorised Transaction to Your Account immediately (by 'immediately' We mean the same day if We are notified within Business Hours, or by 10am the next Business Day if We are notified outside of Business Hours), unless We have reason to believe (based on the evidence available to Us at the time You report the unauthorised Transaction) that the Transaction was authorised by You , or caused by a breach of this Agreement, or by Your negligence or if We have reasonable grounds to suspect fraudulent activity on Your part.
13.3 If We make an immediate refund to Your Account in accordance with Clause 13.1, or make a refund to Your Account after investigating the Transaction, We reserve the right to reverse the refund if We do not receive a completed form providing details of the unauthorised Transaction ("Dispute Form") from You within 20 Business Day(s) of Our request.
13.4 Further to Clause 13.2, if We do not make an immediate refund to Your Account and You wish to dispute the Transaction as unauthorised, We reserve the right to request additional written information in the form of a statement signed by You providing evidence to support Your claim that the disputed Transaction was unauthorised. You may be prosecuted in the event that You make a fraudulent claim for an unauthorised Transaction whether or not You have received a refund to Your Account.
13.5 Where You have lost or had Your Card stolen or failed to keep the security features of Your Card safe, Your maximum liability will be limited to £50, unless You have acted fraudulently or have failed to comply with this Agreement, in which case You may be liable for the entire loss.
13.6 Subject to Clauses 13.2, 13.4 and 13.5, where it is determined that You are not liable for an unauthorised Transaction, You will not be liable for any of the loss incurred and We will refund the value of the Transaction to Your Account as soon as reasonably practicable and We will then have no further liability to You for any other losses You may suffer. However, if Our investigations conclude that the Transaction You have disputed has been authorised by You or on Your behalf, We will not refund the value of the Transaction (or, if We have already refunded the value of the Transaction to Your Account, We may reverse the refund)
14. Our liability to you
14.1 Subject to Clauses 13 and 14.2, We will not be liable to You in respect of any losses You or any third party may suffer in connection with or arising from Your Cards, except where such losses are due to a breach by Us of this Agreement or due to Our negligence. In addition, We will not be liable to You for disputes concerning the quality of goods or services purchased from any Merchant that accepted Your Card. In particular, We will not be liable to You for any loss due to:
(a) any of Your instructions not being sufficiently clear;
(b) any failure by You to provide correct information;
(c) any failure due to events outside Our reasonable control;
(d) any cash machine/ATM provider or retailer refusing to or being unable to accept the Card;
(e) the way in which any refusal to accept the Card is communicated to You;
(f) any infringement by You of any currency (or other relevant) laws in the country where the Card was issued or used;
(g) Our taking any action required by any government, federal or state law or regulation or court order;
(h) anything specifically excluded or limited elsewhere in this Agreement (including the circumstances set out in Clause 14).
14.2 Nothing herein shall limit Our liability to You for death or personal injury or any other liability which cannot be excluded by law arising out of Our negligence, fraudulent misrepresentation or misstatement.
Cancellation, termination or suspension
15.1 We may terminate this Agreement at any time:
15.1.1 if We discover that any of the information that You provided to Us when You applied for the Account was materially incorrect; or
15.1.2 if You die or become bankrupt: or
15.1.3 You have breached this Agreement or We have reason to believe that You have used, or intend to use, any of Your Cards in a negligent manner or for fraudulent or other unlawful purposes; or in any case
15.1.4 on not less than 2 (two) months notice.
15.2 Termination of this Agreement shall not affect Your liability to Us before or after any such termination.
15.3 This Agreement will come to an end and Your Account will be closed when all Cards under Your Account have been closed.
15.4 You may terminate this Agreement at any time by writing to Us. Any Available Balance(s) held on Your Account will be converted back into Pound Sterling in accordance with the terms described in Clause 10 or if We receive Your request within 14 days of receiving Your Card, the Available Balance will be converted back into Pound Sterling at the same rate of purchase.
15.5 We will only carry out Account closure requests received by Us from You in writing if the notice or letter is signed by You, the Cardholder, or if the closure request is made by email, provided the email address used matches the address We hold on file for You.
15.6 Our procedures may also require Us to carry out various checks reasonably required to prevent fraudulent use of the Card before We can process Your Account closure request.
15.7 All Cards issued remain the property of Raphaels. You must return any of Your Cards to Us if so requested at any time. We may also suspend Your Card(s) at any time with immediate effect if:
15.7.1 a Transaction has been declined because of a lack of available funds; or
15.7.2 if We have reason to believe that You have used, or intend to use, Your Cards and/or any Backup Card in a negligent manner or for fraudulent or other unlawful purposes; or
15.7.3 for Your protection if We have reason to believe, as a result of Our continuing monitoring that Your Cards and/or any Backup Card may be being used fraudulently; or
15.7.4 for Your protection, if We have reason to believe that there is a problem with the debit Card used to Load Your Account. In all other circumstances We will give You 2 (two) months notice of the termination of Your Cards.
16.1 This Card is an electronic money (E-money) product and although it is a product regulated by the UK Financial Conduct Authority and the UK Prudential Regulation Authority, it is not covered by the UK Financial Services Compensation Scheme or any other compensation scheme. However, in order to provide protection to You, the funds held in respect of the Card are held by Us (an issuing bank authorised by the UK Prudential Regulation Authority and regulated by the UK Financial Conduct Authority and the UK Prudential Regulation Authority) or by Our trusted partners to ensure the funds are safeguarded in the unlikely event of insolvency.
17.1 We may at any time vary this Agreement (including without limitation by substituting new terms or making changes to the fees and/or the services We offer) at Our discretion by giving You at least 2 (two) months notice by letter or by email to the contact details We hold on file relating to Your Account. The latest version of this Agreement at any given time is available on the Website.
17.2 If We give You notice and You are dissatisfied with any change You can close Your Account by writing to Us, or emailing Us and We will refund any credit balance on Your Account, as per Clause 15 above.
18. Your personal information
18.1 We are committed to the lawful and correct treatment of personal information and will only use information obtained lawfully and in accordance with the Data Protection Act 1998 ("the Act").
18.2 You agree that We may collect and store the personal details You provided when You opened Your Account.
18.3 Companies in Our Group may use and update this centrally held information to identify products and services that might be suitable for You. We may contact You about products and services available which We believe may interest You, unless You have informed Us that You do not want to receive this information.
18.4 We may also use Your information for research and statistical analysis in order to improve the services We offer. On written request, We will tell You what information We hold about You and provide You with a copy in accordance with the Data Protection Act. The fee for this is currently £10. In addition to the uses set out above, We will disclose Your Personal Data to third parties only:
18.4.1 with Your consent;
18.4.2 to Our Agents and others in connection with operating the accounts and providing services to You;
18.4.3 to investigate or prevent crime;
18.4.4 when the law permits or requires it, even without Your consent; or
18.4.5 if there is a duty to the public to reveal the information.
18.5 We may endeavour to verify the information You provide to Us and/or share information with fraud prevention agencies. It is important that You give Us accurate information. If You give false or inaccurate data and We suspect fraud, We will record this with a fraud prevention agency. If You ask, We will tell You which credit reference and fraud prevention agencies We have used, so that You can seek a copy of Your details from them.
18.6 We may need to contact you urgently if we suspect or find fraudulent activity has occurred on you account (provided we are not prohibited from doing so by law) or if we suffer a security threat. To do so, we may (for example) send you a text message instead of calling or emailing you, if we think this is the quickest way to contact you. When we contact you, we will also give you information on how you can minimise any risk to your payment instrument depending on the nature of the security threat.
We’ll use the same contact details which you have already provided us with when contacting you. You must inform us immediately if your personal details or contact information change.
19.1 Your Cards and Your obligations under this Agreement may not be assigned or transferred in any way to any other party. We reserve the right at any time to transfer and/or assign Our rights hereunder on giving You 2 (two) months notice of this.
19.2 Use of Your Cards is subject to all applicable rules and customs of any clearing-house or other association involved in a Transaction.
19.3 Any delay or failure on Our part to assert or rely on Our rights hereunder shall in no way amount to or be deemed as a waiver or giving up of such rights by Us, nor shall it prejudice any of Our other rights under this Agreement.
19.4 If any term of this Agreement is found by a court to be illegal or not enforceable, all other terms shall remain in effect.
19.5 This Agreement is governed by English law and You agree to the exclusive jurisdiction of the courts of England and Wales. We undertake to communicate with You in English regarding any aspect of Your Account or Your Cards.
20. Contacting us
20.1 If You have any queries regarding Your Cards, please refer to the Website. If You have any further queries, are dissatisfied with the standard of service, You think We have made a mistake in operating the Account or You require information about Your personal information please contact Us:
20.1.1 in writing to ICE Travellers Prepaid Cashcard Customer Services, PO Box 67528, London EC2P 2HU
20.1.2 by telephoning +44 (0) 330 123 1430 during Business Hours, (Calls charged at UK local rate). If You are calling from abroad, please dial +44 (0) 1455 897 899 (calls charged at UK local rate); or
20.1.3 by email to [email protected].
20.2 We will try to resolve any complaints you have about your payment instrument or the service we provide to you within 15 business days of receiving your complaint and in exceptional circumstances, within 35 business days (and we will let you know if this is the case) in accordance with Our complaints procedure, which is available upon request or online by visiting Our Complaints procedure. If Your query is not dealt with to Your satisfaction, You may be able to refer it to the Financial Ombudsman Service, an independent body established to adjudicate on eligible disputes with financial firms. You can contact them:
20.2.1 in writing, to Exchange Tower, London E14 9SR;
20.2.2 by telephoning +44 (0) 800 0 234 567;
20.2.3 by emailing to [email protected]
20.2.4 by visiting their website www.financial-ombudsman.org.uk.
20.3 If You have purchased Your card online from the ICE website and You are not happy with the product or service provided and feel that We cannot resolve Your issue, You are entitled to submit Your complaint via the European Online Dispute Resolution platform (“ODR platform”) by visiting the following website: http://ec.europa.eu/consumers/odr/