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You have purchased, or been given a Citibank Prepaid Card (the “Card”) issued by Citigroup Pty Limited ABN 88004325080 (“Citibank”). “You” may be the Card Purchaser who purchased the Card with money or reward points or you may have been given it as part of a commercial dealing or as a reward or gift by a Card Purchaser or another person. These Terms of Use (“Terms”) are an offer by Citibank to you to provide the Card Services described in these Terms on the conditions described in these Terms. Persons lawfully in possession of the Card can accept the offer by using the Card to make a payment or by registering the Card on Citibank’s website. Once a Card is used or is registered, it cannot be transferred. Your rights against Citibank under these Terms are no greater than those of the person who gave you the Card. For example, if that or any other person obtained the Card unlawfully, then Citibank may decline transactions that you make, even if you paid that person and did not know of the unlawfulness. Card Purchasers agree to give a copy of these Terms and the Card Carrier to anyone that they give a Card. The Card Carrier is the page the Card was attached to when Citibank issued it. In some Citibank documents you are referred to as “the cardholder”.
The Card can be used to pay merchants who have agreed to settle payment and other transactions through a Payment System operated by (depending on what your Card says) Visa or MasterCard®. Subject to the conditions in these Terms, Citibank will authorise and settle the transactions with the merchants’ banks. You will know which Payment System is the one for your Card because the mark of the Payment System applicable to your Card appears on your Card.
The main condition on the Card Services is that they are limited by amount and time. The maximum amount that Citibank will authorise and settle at any time is the Card Balance. The Card Balance starts as the amount that Citibank and the Card Purchaser agreed as the initial Card Balance for your Card, also called the amount “loaded”. It is reduced by the Australian dollar equivalent of payments that Citibank has settled for you and other deductions that Citibank is enitemd to make, and increased by any amounts like refunds of Card purchases received before the Card Expiry Date. “Other deductions” include fees and charges and taxes and “holds” by merchants. Even if there is a positive Card Balance, Card Services cease on the Card Expiry Date. Citibank will not authorise or settle any transactions where authorisation is requested after the Card Expiry Date. But you may be able to get a new Card with your remaining Card Balance. See section 2.5.
The Expiry Date is midnight, AEST, on the last day of the month and year that appears on your Card and its Card Carrier as the “VALID THRU” date.
Other conditions on the Card Services are described in section 3. You accept and agree the scope of the Card Services and the conditions described in these Terms when you first use or register the Card.
- Carefully read the Card Carrier and these Terms. If you did not receive a Card Carrier, please call the Contact Centre – see section 6. If you use the Card, Citibank will assume that you are happy with it and its limitations. If you then decide that you do not like it, it will be more difficult to get a refund or other remedy.
- Sign the back of the Card. Otherwise any thief will be able to easily use it.
- Register your card at www.prepaid.citi.com. When you do this you will need to provide your Card number and create a password. Optionally, you may give other information, for example your address. If you do not provide contact information Citibank cannot directly advise you of changes to the Card Services or reissue an expired Card. Once you have registered, no one else can register your Card number.
- Know your Card Balance. The initial Card Balance is what the Card Purchaser agreed and may be printed on the Card. For an up to date Card Balance see the information below “What is my Card Balance?”
- Transactions for more than the Card Balance will be declined by Citibank. Care! The Card Balance is in Australian Dollars so it is after currency conversion (see section 2.6), and reduces by previous transactions, merchant holds and fees and charges – all described in sections 3 and 4.
- Know your Card Expiry Date and understand how fees (set out on the Card Carrier) can reduce your Card Balance. Your Card is now ready to use and requires no additional activation. You will have to verify your right to use a Card for a purchase using your signature or if you are issued with one, a PIN. If you are asked to provide your Card “CVV” or “security number”, these are the last three digits of the number on the back of the Card.
You can get information on Card Services, including the Card Balance and your transaction record online at www.prepaid.citi.com or by contacting the Contact Centre.
Most merchants displaying the mark of the Payment System that appears on the Card, and who can process payments electronically (so, not using “click-clack” machines that take card imprints) accept the Card. Some elect not to accept prepaid cards, and you may not be able to pay for gambling. Check www.prepaid.citi.com for more details.
Getting a new Card after the Expiry Date If you registered your Card with a valid Australian address and your Card Balance is more than the Card replacement fee then you can get a new Card loaded with your remaining Card Balance. You need to contact the Contact Centre after the Expiry Date to arrange this.
Currency conversion If you use the Card for payments in a currency other than Australian dollars, the payment currency amount will be converted to an equivalent Australian dollar amount in accordance with the applicable Payment Prepaid Gift Card Terms of Use v8 120810 Page 3 System (VISA or MasterCard) rules. Those rules may require conversion to United States dollars as a preliminary step, and the currency conversions may not all happen on the day you use the Card. So the currency conversion rate used to calculate the deduction from the Card Balance may differ from the rate that applied on the day you used the Card. The amount deducted from your Card Balance will include Citibank’s international transaction fee. See section 4 for fees
- (Unlawful use) You must not use the Card for unlawful purposes or in an unlawful manner, or in a way these Terms say that you should not, or if for any reason a contract may not be enforceable against you. Citibank may decline your transactions if you do.
- (Errors, unauthorised use, lost or stolen Cards and PINs) Citibank will deduct from the Card Balance all transactions made using the Card number including those that you did not authorise or allow, unless the Card Services have expired, or have been suspended or cancelled. If you believe that amounts have been deducted in error or without your authority or if the Card is lost or stolen, you must advise the Contact Centre. If you lose the Card or PIN or someone copies them you can lose all or part of the Card Balance. Citibank will cancel or suspend your Card Services if requested but as noted below, Cards cannot always be replaced. Citibank will compensate you if amounts have been deducted in error or without your authority because of error or negligence on the part of Citibank or its agents, or if the Card is lost or stolen before you receive it. But Citibank will not compensate you for any other reason, even if you did not contribute to your losses. If the error or unauthorised transaction is connected to a merchant, Payment System, or other bank you may have rights to dispute a transaction under the Payment System rules. See section 7.
- (Cards cannot always be replaced) Citibank will only reissue a Card if it is sure that it is lawful to do so and that it will not suffer a loss in doing so. For example, lawful under laws about money laundering and not suffer a loss because someone else is enitemd to the Card Services. If a Card ceases to function or expires with a positive Card Balance, contact the Contact Centre to see if you are eligible for a replacement Card. A fee must be paid before a Card is replaced. See section 4 for fees. Cards will only be replaced by mailing to an Australian address.
- (Transaction Limits) Citibank, Payment System operators, and merchants at points of sale may set limits on the type and place of transactions and monetary amount and number of transactions that you can make on your Card, ("Transaction Limits"). Citibank’s Transaction Limits are:
- The Card cannot be used at ATMs or to obtain cash.
- You cannot make BPay payments or set up direct debits or other payment services that require you to have an account with a financial institution.
- Daily Point of Sale Transaction Volume: AUD 2,500 or its currency equivalent per day.
- Daily Point of Sale Transaction Quantity: 15 per day.
- Citibank may at any time modify the Transaction Limits as set out in these Terms. See section 8. Other Transaction Limits that Citibank knows about will be publicised at www.prepaid.citi.com. Others may be advised at the point of sale.
- (Expiry, Suspension, and Cancellation) The Card Services cease on the Expiry Date, see section 2.1. Citibank may cancel or suspend access to the Card Services if issues exist that in Citibank’s experience may
- increase the risk of Citibank suffering loss, or if you request it. These issues include: (i) the Card is lost, stolen, damaged, malfunctions or is used other than in accordance with these Terms, (ii) the Card Balance is nil, (iii) your or the Card Purchaser’s bankruptcy or insolvency, or (iv) Citibank is unable to or is prevented from processing transactions for reasons beyond its reasonable control, including but not limited to restrictions imposed by law. Citibank will advise you of any suspension or cancellation if Citibank has current contact details for you. Citibank will reverse any suspension or cancellation if Citibank is satisfied (acting reasonably) that the issue that caused it to suspend or cancel has been resolved. Card Services will not be provided after the Expiry Date, or suspension or cancellation of the Card, even if there is a positive Card Balance.
- (No interest) No interest on the Card Balance is paid to you or credited to the Card Balance.
- (Merchant hold on Card Balance) Citibank may place a “hold” on the Card Balance or part of it if it is asked by a merchant to authorise a deduction from your Card Balance in advance of the merchant supplying the good or service. Merchants may place “holds” to ensure there will be sufficient Card Balance to cover a payment or the merchant’s charge if you do not make a purchase, for example when you book in advance or make a reservation. “Holds” may be for more than what you think is the cost of the good or service as they can include estimates of amounts that the merchant may charge, for example variable charges related to the hire of goods or car rental; and amounts that the merchant anticipates that you will want to pay with your Card, for example tips and other “transaction tolerance factors”. The part of the Card Balance that is on hold is not available for other payments. The duration of the hold is governed by Payment System rules. It could remain in place for up to 30 days.
- (Not Reloadable) The Card Balance cannot be increased by your making a deposit or cash transfer, it is not “reloadable”.
- (Agreed Deductions) The way you use your Card may result in you incurring fees and charges and taxes that you agree to or are obliged to deduct from the Card Balance. For example, fees, charges, and taxes incurred when making a payment and by Citibank’s fees as set out in the Card Carrier and section 4. All deductions made by Citibank are inclusive of GST, if applicable.
- (No cash, no Expiry Date extension) Your Card Services do not include ATM access or any other way of taking the Card Balance in cash. If you become enitemd to a refund in connection with a purchase transaction made by using the Card or due to an error, the value of the refund will be added to the Card Balance. Any Card Balance (including purchase refunds) remaining immediately before Card Services cease on the Expiry Date is only refundable as a new Card. See section 2.5. Your Card Expiry Date is not extendable. (Your purchases are your responsibility) Neither Citibank nor the Payment System operator is responsible for goods or services acquired by you using the Card.
Citibank will deduct from the Card Balance the maintenance, replacement and international transaction fees described in the Card Carrier, and any government duties, taxes, rates or charges charged in relation to the Card Services, the Card and your transactions. Citibank may vary the terms of these and add new fees and charges under section 8. Current fees and charges are available at www.prepaid.citi.com.
Citibank may collect personal information in connection with the Card Services. You are enitemd under the Privacy Act 1988 (Cth) to access most information that Citibank holds about you. You can contact Citibank to request access using the details in section 6. Fees may apply. Citibank will only collect and retain your personal information in order to provide the Card Services, to administer the Card Services, to deal with any queries you have concerning the Card Services, for Citibank’s and its regulators’ statistical reporting, if a Card Purchaser has your consent, for that Card Purchaser’s purposes, for fraud prevention purposes, and for the purposes of regulatory authorities, law enforcement or fraud prevention agencies where Citibank is required to do so by applicable law or court order. For example Citibank may be required to collect information about you and your transactions and provide it to AUSTRAC under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth).
Citibank may confidentially and only to the extent permitted under applicable data protection and bank secrecy laws, give your information to other companies in the Citigroup Inc. group of companies and other third parties that provide to Citibank application processing, fraud monitoring, customer service, card production and technology processing services and each of their agents and subcontractors to assist with the purposes set out above and to the extent that an organisation that wishes to acquire an interest in a Citibank business needs to know.
Citibank stores information about you in databases which may be maintained outside of Australia by other Citigroup Inc. group companies. Payment System operators store information relating to your Card and transaction details outside of Australia.
If Citibank is unable to collect your information it may be unable to provide the Card Services and may cancel or suspend the Card Services.
The Telecommunications (Interception) Act 1979 (Cth) requires Citibank to make you aware that it may record and/or monitor telephone calls to help maintain a high quality service and for security, data collection and training purposes or as required by applicable law. All recordings belong to Citibank.
When you use or register the Card you agree that information about you may be used for the purposes set out above.
Please contact the Contact Centre for answers to your questions about your Card Services, to tell Citibank about a problem with Card Services, to make a complaint and to access information Citibank has collected about you. The Contact Centre phone numbers and email address are:
- From Australia: 1300 370 544
- From Overseas: +61 2 8225 0111
- Email: questions@citiprepaid.com
If you have a complaint about Citibank’s services, you should call the Contact Centre to see if they can help, and if they cannot ask them for information about taking your complaint to Citibank’s Customer Advocacy Unit or the Financial Ombudsman Service.
If you have a complaint about an error or unauthorised transaction connected to a merchant, Payment System, or other bank you may have rights to dispute a transaction under the Payment System rules. You should take the following steps:
if a merchant is involved, contact them. It will help if you have the sales vouchers or other records to prove what you bought, when, and for how much. If that does not work;
call the Contact Centre to see if they can help;
and if they cannot; make a complaint using the “Transaction Dispute Form” which is available from www.prepaid.citi.com.
The form includes instructions as to how to submit it. Your complaint triggers a dispute resolution process under the Payment System rules. Citibank will administer your complaint. If you do not dispute a transaction within 90 days from the date it happened, your ability to obtain a refund through the Payment System rules will be restricted.
Citibank may at any time and subject to applicable law, change or delete any provision, or add new provisions to, the Card Services and these Terms. This includes the right to add or change (including to increase or decrease) any fees and charges. But it does not include a right to make changes to your Card Expiry Date. If changes are not adverse to you, they amend these Terms effective from the time they are available online at www.prepaid.citi.com. If any change is adverse to you then it becomes effective 30 days after it is made available online at www.prepaid.citi.com.
Citibank may sell, assign, or transfer all or any of its rights or obligations in respect of Cards, the Card Services and Card Balances. To the extent that it has your current contact details Citibank will advise you of aspects of any such sale, assignment or transfer that change any aspect of your rights to use the Card Services. Once a Card is used or registered neither the Card Purchaser nor you may sell, assign, or transfer all or any of the Card Purchaser’s or your rights or obligations in respect of the Card, the Card Services or the Card Balance.
Each relevant provision of the Code of Banking Practice applies to the Card Services.
The rights and obligations of all matters arising in connection with Cards are to be interpreted in accordance with Australian laws. You agree not to attempt to involve any court or tribunal in a dispute touching on the Card other than a court or tribunal established under Australian laws.