Terms & Conditions - Digital Reloadable
Version 1.1 (published 01/01/2021)
- This document is important. It governs your use of the Card. You must not use the Card in a way that breaks this Agreement.
- The One4All Digital Gift Card is available in sterling (£) only. The Card is not a credit card or a charge card; nor is it a debit card linked to a current account. It is a prepaid card which means that money must be loaded onto the Card at the time of purchase. The funds on the card will not be available until you have successfully completed our identity verification (Customer Due Diligence) process whereupon we will send you a pin number by SMS The Card is issued by GVS Prepaid Limited and is subject to these terms and conditions.
- As part of the card activation process or any time thereafter and before this agreement terminates, we are obliged to undertake Identity Verification, Sanction and card program eligibility checks (as required under the Money Laundering Regulations).
- If we are unable to verify your identity or if we find that you are not eligible to be in receipt of the card under the rules of the card program, we will cancel your card and we may have to take further action, as required by law. We will inform you of our intent to cancel your card, if lawful to do so.
- Unless unlawful, cancelling your card because of any of the above reasons will not affect your right to redeem the remaining balance on your card (see Section 10 - Redemption).
- By activating and/or using your card, you accept these Terms and Conditions. You should therefore read this agreement carefully. If there is anything you do not understand, or do not agree with, please Contact Us.
- Certain limits apply to the Card. A maximum value of £20,000 may be loaded onto the Card with a maximum load of £10,000 at the time of purchase; the minimum load value is £10. Only full £1 amounts (or multiples thereof) may be loaded onto the Card. Additional amounts may not be loaded onto the Card at any time. Interest will not be payable in respect of Card balances.
“AISP” means an account information service provider, i.e. a third party payment service provider who is authorised by or registered with the Financial Conduct Authority or another European regulator to provide online account information services, who, with your permission will be able to access certain online account information on one or more payment accounts held by you to give you a consolidated view of your payment accounts.
“Agreement” means the agreement between you and us, which includes these terms and conditions.
“Business Day” means any day from Monday to Friday excluding UK bank holidays.
“Card” or “One4All Digital Gift Card” means a digital prepaid card denominated in sterling, or any replacement card which we issue to you from time to time, in each case held on a Device.
“Card Account” means the e-money account linked to a Card registered against individual Card holder.
“Card Transaction” means any transaction whereby the Card is used as payment for goods and/or services at Participating Retailers.
“Customer Due Diligence” or “CDD” means identifying you and confirming your identity by personal documentation supplied by you to us to confirm your name and current address.
“Device” means a mobile, tablet or computer device on which the Card is held;
“The Gift Voucher Shop Limited” or “GVS” means The Gift Voucher Shop Limited, a company having its registered office at Westside, London Road, Hemel Hempstead, HP3 9TD, acting as Agent for GVS Prepaid Limited in the United Kingdom.
“GVS Prepaid”, “We” (or “we”) or “us” means GVS Prepaid Limited whose registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD, England and any business or other person to whom any or all of our rights and responsibilities under this Agreement may be transferred or delegated. GVS Prepaid Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (register ref 900230) for the issuing of electronic money and the provision of payment services.
“Participating Retailer” means a supplier of goods and/or services in the UK which has agreed to accept the Card as payment for goods and/or services. A list of participating retailers can be found on the One4all website.
“Programme Partner” means a corporate body or organisation that purchased the One4all Digital Gift Card.
“Tokenization” is the process of substituting a sensitive data element with a non-sensitive equivalent, referred to as a token, that has no extrinsic or exploitable meaning or value. The One4all Digital Gift Card uses tokenisation when processing mobile based payments with card data represented by a token to ensure security of transactions.
“Valid Thru” means the period within which the Card is operational and ends on the Valid Thru date (a replacement Card will be required to use any funds remaining on the Card after this date).
“Webapp” means the web application site where you buy and receive your Card on.
“Website” means the One4all website www.one4all.com
“You” (or “you”) and “Your” (or “your”) means the person who purchased the Card or the person in possession of the Card from time to time who has been gifted the Card by the purchaser.
For lost or stolen cards – 0370 085 4141
For balance enquiries – visit the Website, call 0330 828 0881 or text the Card number to 57887
For queries or disputes relating to previous transactions – 0370 085 4141
For One4all Digital - 0345 434 9991
To redeem the balance on your card – 0370 085 4141
One4all does not charge a fee for text messaging service. While we do not charge for this service, we are not responsible for any charges from your service provider that may result from our providing this service. It is your responsibility to check with your individual carrier, as standard messaging and data rates may apply. One4all assumes no responsibility for charges incurred by using this balance check service. Any text messaging fees that you incur will be billed on your individual mobile provider bill.
2.1 The use of the Card is subject to the terms of this Agreement as may be varied by us from time to time. The current version of this Agreement is available on the Website. Purchase and or use of the Card constitutes your acceptance of it.
2.2 The Card will not be personalised; meaning the cardholder’s name will not be printed on the Card. We will hold information about you, including your name, email, mobile Device number and IP address, that will link the Card to you. We will assume, unless and until you tell us to the contrary, that the person who uses the Card at any time is the rightful user of the Card.
2.3 The Card will be available for use immediately on the date of purchase. However, the funds on the card will be blocked until identity verification has been completed. Should you fail to provide the required evidence the funds cannot be released.
2.4 The Card will be issued to you at the request of the Programme Partner. Only the Programme Partner can load the funds on the Card. You must complete an activation process by logging on to the Website and following the detailed registration steps.
2.5 You may request repayment of any credit balance outstanding on the Card by calling GVS on 0870 085 4141. A Redemption Fee will be applied in accordance with Clauses 6 and 10.
2.6 For mobile based card redemption transactions the Card uses Tokenisation as a mechanism to protect sensitive card data.
3.1 The One4all Digital Gift Card is an electronic money product and is issued by GVS Prepaid Limited. GVS Prepaid Limited keeps all money exchanged for the One4all Digital Gift Card in a bank account which is separate and segregated from the assets of GVS Prepaid Limited. This means, in the unlikely event of GVS Prepaid Limited becoming insolvent your money is protected and will be available for return to cardholders.
3.2 The Financial Services Compensation Scheme does not cover claims made in connection with the issuing of electronic money.
PROTECTING YOUR CARD
4.1 You must:
(a) treat the Card as if it were cash
(b) never give your Card number or any other Card information to anyone unless you know who they are and why they need such information and
(c) protect the Device by using the Device security tools (such as PIN or fingerprint protection).
USING YOUR CARD
5.1 The Card may only be used in Participating Retailers. The up to date list of Participating Retailers is available on the Website. The list of Participating Retailers and how they accept the Card (in store, online or by phone) may change from time to time.
5.2 We will debit the amount of all Card Transactions to the Card, at the time that the Card Transaction takes place. You must not use the Card to spend more than the Card balance at any time. If you attempt to spend more than the Card balance your Card Transaction may be declined.
5.3 You cannot stop a Card Transaction after it has been authorised. You authorise a Card Transaction by following the instructions provided by the Participating Retailer, which may include:
(a) holding the mobile Device near to a contactless reader, entering your passcode or using fingerprint authentication on the Device;
(b) where requested to do so, signing a receipt for the relevant Card Transaction;
(c) providing Card number and/or other details as requested.
The amount of the Card Transaction must be confirmed with the Participating Retailer at the time of authorisation.
5.4 We will not issue statements. You can view your Card balance on the Card Webapp. You can also obtain your Card balance or obtain information about previous Card Transactions by logging onto the Website or calling GVS on 0330 828 0881. You are responsible for monitoring your Card balance and for ensuring that there are always enough funds on the Card to pay for Card Transactions. The up to date Card balance and any recent Card Transactions will be available to view the same day. You can print out the Card Transaction history for your records.
5.5 If at any time you believe that a Card Transaction has been incorrectly debited to your Card you must notify us immediately by calling 0370 085 4141 and in any event within thirteen months of the date of the Card Transaction was debited to your Card. If requested, you must put your query in writing. We will investigate the Card Transaction and, if appropriate, reinstate the incorrectly debited amount on your Card on completion of our investigation unless we reasonably believe that you are responsible for the Card Transaction.
5.6 If the amount of a Card Transaction which you wish to make using your Card is greater than the available balance, you can pay the difference by any other payment method accepted by the Participating Retailer.
5.7 Your Card does not expire. You will see a ‘Valid Thru’ date on the front of your Card. This will be used as the expiry date when shopping online. If you have funds remaining on the Card at this Valid Thru date, you should contact us, and we will reissue a new Card to you. Please note that while your Card does not expire a monthly Inactive Balance Charge will be applied if any funds remain on your Card 18 months after its date of purchase. See Clause 6 below.
5.8 Neither GVS Prepaid nor GVS will be liable for any defects in any goods or services paid for using the Card. Any queries or complaints about such goods or services should be addressed to the relevant Participating Retailer(s).
FEES AND CHARGES
6.1 The amounts of fees and details of when they will be payable are set out in the table below. All fees will be debited directly to the Card as they arise.
Inactive Balance Charge
6.2 A monthly inactive balance charge of £0.90 (or the credit balance on the Card, if lower) will be charged if 18 months elapses since the last financial transaction (for clarity that mean either a load or a spend). The inactive balance charge will start to be applied from the following month and will continue until such time as additional funds are loaded to the card, there is a spend of any amount or a zero balance is reached on the card during the a period when this charge is being applied. A Card account will be closed if a zero balance is reached during a period when this charge is being applied and this Agreement is terminated.
Fees & Charges Table
Redemption Fee (this fee applies where you contact us to redeem the balance on the Card in accordance with Clauses 2.5 and 10).
£7.50 fee per card or the balance on the Card, if lower
Inactive Balance Charge
(This charge will not be applied during the first 18 months following purchase of the Card. Thereafter, the charge will be applied monthly until such time as the balance on the Card is zero and this Agreement terminates)
£0.90 charge per month, or remaining balance on the Card if lower.
CHANGES TO THESE TERMS AND CONDITIONS
7.1 We may add to or change these terms and conditions (including, without limitation, change the existing fees or introduce new fees) by giving you at least two months’ notice thereof on the Website, via Webapp or by whatever means we, in accordance with applicable legislation, deem appropriate at that time.
7.2 You will be deemed to have accepted such revised Agreement, unless you tell us that you do not agree to the change prior to the change taking effect. In such circumstance, your rejection of the change shall be treated as notification that you wish to terminate this Agreement; your digital reloadable card will be closed, and we will refund the balance on your Card in accordance with the Clause 10 (Redemption) below.
RESTRICTIONS ON USE OF THE CARD
8.1 The following Card limits will apply:
Minimum Load Amount £10
Maximum Load Amount £10,000
Maximum Balance £20,000
The amount you pay onto the Card must be in multiples of £1.
8.2 The Card belongs to us. We may, at our reasonable discretion and without prior notice to you, restrict the use or operation of the Card in circumstances where:
- a) you are in breach of this Agreement
- b) we have reasonable grounds to suspect unauthorised use, fraud, theft or dishonesty in respect of the Card; or
- c) we need to do so to comply with the law.
In such circumstances, we will be entitled to take such steps as we consider reasonably necessary to:
- block the use or operation of the Card;
- refuse to allow or authorise a Card Transaction;
- suspend, restrict or terminate your right to use the Card;
- withdraw the Card; or
- refuse to replace the Card.
Where we take any such steps, we will notify you and give our reasons for doing so as soon as we are permitted to do so. Where the Card is blocked, we will advise you as to how the block may be removed or will issue you with a replacement Card (if after our investigation we believe the relevant circumstances which described above no longer apply).
8.3 You must not use the Card:
(a) after any notification of its withdrawal is given to you;
(b) once the Card balance reaches zero;
(c) as payment for any illegal purchase.
9.1 The Card can be used for Card Transactions in the UK only; the Card may not be used abroad.
9.2 The Card cannot be used in automated teller machines (“ATMs”) to obtain cash.
10.1 You may at any time request repayment of the remaining credit balance on the Card by calling us on 0370 085 4141 and quoting your Card number. You must not use your Card after you ask us to repay the balance to you. In order to allow any outstanding Card Transactions to clear, we will refund the balance to you by bank transfer to your nominated bank account, minus any fees within seven Business Days of such a request. The Redemption Fee set out in Clause 6 will apply, except:
- during the Cancellation Period as set out in Clause 12.1;
- during the 12 months following the termination of this Agreement; or
- when you are cancelling your Card because you object to a change, we have made to this Agreement under Clause 7.1.
10.2 If you wish to redeem the balance you may be required to submit documentation to us for purposes of identification in accordance with our customer due diligence process.
10.3 If you received this Card from a Programme Partner or corporation/business (including a third party), we reserve the right to notify the corporation/business of the redemption request. This is because you and your employer or third party could be subject to a tax liability.
10.4 We will not repay funds remaining on your Card to you if your request for redemption is received by us more than six years after the termination of this Agreement.
THEFT, LOSS OR MISUSE OF CARD
11.1 You should treat the Card as if it were cash. If the Card is lost, stolen, damaged or fails to operate correctly or if the Card number becomes known/accessible to any unauthorised person (including if your Device is lost or stolen) you must immediately notify Customer Services (details below). You must quote the Card number; if you do not quote the Card number, we will not be able to cancel the Card or issue a replacement Card. If your notification is made orally it must be confirmed in writing within fourteen Business Days. Notification should be made to:
Gift Voucher Shop Limited
PO Box 52796
London EC1P 1ZA
Telephone: 0370 085 4141
11.2. Provided that you have not acted fraudulently or with gross negligence, you will remain liable for any debit to the Card arising from unauthorised use of the lost or stolen Card before you notify us in accordance with Clause 11.1, subject to a limit of £35. If you have acted fraudulently, or without reasonable care you may be liable for the entire loss. You will not be able to claim a refund for any unauthorised Card Transactions arising from use of a lost or stolen Card/Device where you notified us of such Card Transactions more than 13 months from the date the Card Transaction was debited to your Card.
11.3 Following notification under Clause 11.1, if there is a credit balance on the Card at the time the Card/Device is reported lost or stolen, we will, where appropriate for security reasons, cancel the original Card and will provide a replacement Card to you (with the appropriate credit loaded on to the replacement Card) via Webapp. You will need your account login details to log into the Webapp and access your replacement Card. To allow for the processing of any pending Card Transactions, we will wait seven Business Days prior to issuing any replacement Card. A fee will be payable for any replacement Card in accordance with Clause 6 above; the amount of this fee will be deducted from the Card balance.
TERMINATION AND CANCELLATION
12.1 You have a right to cancel your Card and thereby this Agreement without reason and without being charged the Redemption Fee (as referred to in the Fees and Charges Clause 6) for a period of up to 14 days after you have purchased the Card (“Cancellation Period”). Note this right only applies to the purchaser of the Card. You can cancel by calling our Customer Service at 0370 085 4141. This will not entitle you to a refund of any Card Transactions made up to the date you notify us of your cancellation.
12.2 You can terminate this Agreement at any time by notifying us.
12.3 We can terminate this Agreement for any reason by giving you at least 2 months’ notice on the Website or by whatever means we, in accordance with applicable legislation, deem appropriate at that time.
12.4 If your Card is cancelled or you have terminated this Agreement in accordance with this Clause 12, we will immediately block your Card so it cannot be used. Any funds remaining on your Card will be returned to you once all Card Transactions and all relevant fees (see the Fees and Charges Clause 6) have been processed. See Clause 10 (Redemption) which sets out how funds will be returned and further terms relating to the return of funds.
12.5 If you choose to purchase a digital code then you choose to wave your fourteen (14) day cooling off period, you will be required to acknowledge and accept that you will lose your right to end the contract once a digital code has been issued.
13.1 It will be necessary in all cases for a Participating Retailer to obtain authorisation from us or our agents to honour the Card for a Card Transaction; this is to ensure that there are sufficient funds on the Card. We may refuse to authorise a Card Transaction at any time if there are insufficient funds on the Card.
13.2 A Participating Retailer may not be able to obtain authorisation from us in some circumstances (for example, if there is a problem with the phone line between the Participating Retailer’s premises and our authorisation centre). If this happens, we will not be responsible if you are unable to use the Card for a Card Transaction. Furthermore, we will not be liable for the refusal of any Participating Retailer to accept or honour the Card for any reason.
13.3 Refunds are a matter between you and the relevant Participating Retailer. If a Participating Retailer makes a refund back to your Card, we will credit the amount of any refund to the Card.
13.4 The list of Participating Retailers may change from time to time and retailers listed may withdraw from the programme at any time. A list of currently Participating Retailers is available on the Website.
14.1 You can instruct an AISP to access information on your Card Account available online. Some AISPs may (with your permission) choose to access your Card Account without identifying themselves to us. As a result, it is important that you check that any AISP you use is authorised or registered by the Financial Conduct Authority or other European regulator to access your Card Account from the information given to you by such AISP. We will treat any instruction from an AISP as if it was from you.
14.2 We may deny AISP access to your Card Account if we are concerned about unauthorised or fraudulent access by that AISP setting out the reason for such denial. Before doing so, we will tell you that we intend to deny access and give our reasons for doing so, unless it is not reasonably practicable, in which case we will immediately inform you afterwards. In either case, we will tell you in the way we consider most appropriate in the circumstances. We will not tell you if, doing so would compromise our security measures or would otherwise be unlawful.
14.3 If you have provided consent to an AISP to access the data in your Card Account to enable them to provide account information services to you, you consent to us sharing your information with the AISP as is reasonably required for them to provide their services to you.
15.2 We collect and process personal data (such as name, address and e-mail address) when you purchase the Card online. We use this data to
- deliver the Card(s) to you;
- to identify you and verify your identity;
- to manage and administer your Card and Card Account;
- to prevent fraud and money laundering.
We may also collect such personal data when you contact us in order for us to assist with a query about the Card you hold or to process a Card redemption request.
15.3 We will only share your personal data with third parties and with other companies in the GVS group of companies in order to provide Card delivery or customer contact centre services on our behalf or to help us verify your identity.
15.4 We will not use your personal data for marketing, unless, when you purchase your Card online (or such other time we contact you), you opt in to receiving marketing information. If you have provided such opt-in, we may from time to time contact you with details of products and services we think may be of interest to you. If you no longer want to receive such communications, please advise Customer Services.
15.5 You explicitly consent to us accessing, processing and retaining any information you provide to us for the purposes of providing payment services to you. This does not affect any rights and obligations you or we have under data protection legislation.
15.6 Transfer of your information abroad
From time to time, we may disclose or transfer information about you to previously approved persons or companies who are based outside of the European Economic Area. We will only do so provided such persons or companies agree to process your information in accordance with the same level of protection as we are required to give it in Ireland and on the basis that they will act solely on our instructions. Such transfers abroad will be for the purpose of managing and administering your Card.
15.7 Your right to information
You have a legal right to receive a copy of the information we hold about you by applying in writing to us at:
GVS Prepaid Limited
PO Box 52796
London EC1P 1ZA
15.8 Keeping your information up to date and secure
You are responsible for keeping your personal information up to date at all times. Should you leave the employment of the Programme Partner, you should update your personal details including your email address by calling us on 0370 085 4141 above quoting your Card number and other details we might request to allow us to identify you.
15.9 We will make reasonable attempts to contact you using the personal information you have supplied to us. Where we believe the personal information is out of date, of insufficient quality to be certain that we can make contact with you or we have had items returned to us, we will hold back from making any further attempts to contact you.
16.1 We will not be liable for any delay or failure in performing any of its obligations in respect of the Card, including without limitation any refunds resulting from incorrectly executed or unauthorised Card Transactions, where such delay or failure occurs because of any abnormal or unforeseeable circumstances beyond our reasonable control, the consequences of which could not have been avoidable despite our efforts to the contrary, or where such delay or failure arose because of our obligations under any applicable law.
16.2 The accounts and records kept by us or on our behalf shall, in the absence of an obvious error, constitute sufficient evidence of any facts or events relied upon by us in connection with any Card Transaction or matter or dealing in relation to the Card.
16.3 You agree that Regulation 75 of the Payment Services Regulations 2017 shall not apply to this Agreement that we may rely on our records of the use of the Card as sufficient evidence that the Card Transaction was authorised by you or that you have failed in gross negligence to keep your Card safe.
16.4 We may disclose details of the Card to any person acting as its agent in connection with the use or issue of the Card.
16.5 This Agreement shall be governed by and interpreted in accordance with English law and is subject to the non-exclusive jurisdiction of the English courts.
16.6 All communications under this Agreement will be in English.
16.7 We may record or monitor phone calls with you for training purposes, to enable instructions to be verified and to assess whether our service standards are being met.
If you are not satisfied with any aspect of the service offered, please contact Customer Services on 0370 085 4141 or write to Customer Services at
GVS Prepaid Limited,
PO Box 52796,
They will be pleased to help and explain the complaints procedure in more detail. A copy of the complaint’s procedure is available upon request. We will try and resolve your complaint as soon as possible. Often however, the complaint will need to be investigated. In most cases we will provide a full response to your complaint within fifteen (15) Business Days after the day on which we receive your complaint. However, if we are not able to do so due to exceptional circumstances, we will provide you with a full response within thirty-five (35) Business Days, in which case we will inform you of the delay. If your complaint cannot be resolved, you may refer it to the Financial Ombudsman Service (the “FOS”). The FOS provides a free, independent service which might be able to settle a complaint between you and us. You can contact the FOS at
Financial Ombudsman Service
Telephone 0800 023 4567 or 0300 123 9123
The One4all Gift Card is issued by GVS Prepaid Limited. GVS Prepaid Limited is incorporated in England with limited liability. Registered Office; Westside, London Road, Hemel Hempstead, HP3 9TD. GVS Prepaid Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (register ref 900230) for the issuing of electronic money and the provision of payment services.