COO-L Prepaid Maestro® Card Terms and Conditions
These terms and conditions apply to your COO-L Prepaid card. You must read them carefully. In these terms and conditions "you" means the named COO-L Prepaid cardholder being the authorised user of the COO-L Prepaid card. "We", "us" or "our" means Newcastle Building Society plc, London Borough of Tower Hamlets Council or Prepaid Financial Services LTD acting on its behalf. “Website” means our website at www.prepaid.coo-l.co.uk
1. Your Prepaid MasterCard® Card
Subject to the restrictions set out below, you can use the COO-L Prepaid card at most locations that display the Maestro® acceptance mark such as activity providers including cinemas and sports centres etc. For the full list of activity providers, please refer to the website. Before using the COO-L Prepaid card you need to make sure there are enough funds loaded on it, please check your balance regularly. You will not be able to use your COO-L Prepaid card after its expiry date.
Please note your COO-L Prepaid card cannot be used at any merchant where authorisation for the transaction is not requested electronically. Please note your COO-L Prepaid card cannot be used at any ATM or give you cash back. Your COO-L Prepaid card is not a credit card and is not in any way connected to your bank account. You will not earn any interest on any funds loaded on your COO-L Prepaid card.
2. Activating your COO-L Prepaid card. When you receive your card you must sign the signature strip on the back of the COO-L Prepaid card as soon as it is received. You must activate your card as soon as you have received your PIN. To activate your card please contact your Connexion Officer, YOS Officer, Youth Worker, Social ESLAC Worker or the individual worker. By activating your COO-L Prepaid card you are agreeing to these terms and conditions.
3. Loading your COO-L Prepaid card
Funds will be loaded to your COO-L Prepaid card once a month on the dates specified on the Website. 4. Using your COO-L Prepaid card Detailed instructions on how to use your COO-L Prepaid card are found on the Website. You will need to follow these instructions when using your COO-L Prepaid card.
We will deduct the value of any SMS services from the balance on your COO-L Prepaid card as soon as they are made. If sufficient funds are not loaded on your COO-L Prepaid card at the time of a transaction to cover the amount of the transaction and the Fees, the transaction will be declined. Your COO-L Prepaid card can only be used where the merchant requests authorisation electronically. Where authorisation is not sought, the transaction will be declined.
5. Cancellation and expiry of your COO-L Prepaid card
You have a legal right to cancel your COO-L Prepaid card up to 14 days after you have received your COO-L Prepaid card – this 14 day period is known as the “Cooling-Off Period”. Under these terms and conditions, you also have the right to cancel your COO-L Prepaid card at any time after the 14 day Cooling-Off Period. If your COO-L Prepaid card is cancelled, we will immediately block your COO-L Prepaid card so it cannot be used.
We may also cancel your COO-L Prepaid card immediately if we suspect fraud or misuse of your COO-L Prepaid card, if we have any other security concerns or we need to do so to comply with the law. If we do this, we will tell you as soon as we can or are permitted to do so after we have taken these steps.
Your COO-L Prepaid card will be valid until 30 June 2011. When the card expires, please destroy your card. Any balance remaining on your card at 01 July 2011 will belong to London Borough of Tower Hamlets Council.
6. Keeping your COO-L Prepaid card secure
You should treat your COO-L Prepaid card like cash. If it is lost or stolen, you may lose some or all of your money on your COO-L Prepaid card, in the same way as if you lost cash in your wallet or purse. As a result, you must keep your COO-L Prepaid card safe and not let anyone else use it. If you are issued with a PIN, you must immediately memorise it and destroy the notification.
You must keep your PIN secret at all times. Do not write it down or reveal it to anyone. In no circumstances will we or should you reveal your PIN to a third party.
We recommend that you check the balance on your COO-L Prepaid card regularly online at the Website. You can see your COO-L Prepaid card balance and recent transactions online at any time.
If you lose your COO-L Prepaid card or it is stolen, or you suspect that your COO-L Prepaid card has been used by someone other than you, you must tell us immediately by calling us on our 24 hour call centre and select the 'lost and stolen card' option 0800 599 9739* so we can block your COO-L Prepaid card and contact your Connexion Officer, YOS Officer, Youth Worker, Social ESLAC Worker to help you in ordering replacement card. In the event that your COO-L Prepaid card is lost, stolen or misused by someone without your permission, you may have to pay part of the loss up to a reasonable sum of any loss incurred. If your COO-L Prepaid card is misused with your permission you will probably be liable for ALL losses. You will not be liable for losses which take place after you told us about the loss or theft of your COO-L Prepaid card, as long as you confirm this in writing within 7 days.
If after reporting a lost COO-L Prepaid card, you subsequently find the card, you must not use it. Cut the COO-L Prepaid card in half through the signature box and magnetic strip, and ensure the Chip is cut in half.
If you ask us to do so, we will investigate any disputed transaction or misuse of your COO-L Prepaid card and we may need more information and assistance from you. If this assistance or information is not provided then you may not be entitled to a refund.
We may refund the amount of any transactions which the investigations show are not authorised by you, provided you have kept your COO-L Prepaid card and PIN secure, you have not acted fraudulently, or acted without reasonable care. However, if the investigations show that any disputed transaction was authorised by you, or you have not kept your COO-L Prepaid card or PIN secure, we will not refund the transaction amount.
7. Your liability
In the event that you do not use your COO-L Prepaid card in accordance with these terms and conditions or we find that ou are using the COO-L Prepaid card fraudulently, we reserve the right to take action to stop you using this COO-L Prepaid card.
8. Our liability
Like other payment cards, we cannot guarantee a retailer will accept your COO-L Prepaid card, or that we will necessarily authorise any particular transaction. This may be because of a systems problem, something outside our reasonable control, or because we are concerned that your COO-L Prepaid card is being misused. Accordingly, we shall not be liable in any event that a retailer refuses to accept your COO-L Prepaid card, or if we do not authorise a transaction, or if we cancel or suspend use of your COO-L Prepaid card. Unless otherwise required by law, we shall not be liable for any direct or indirect loss or damage you may suffer as a result of your total or partial use or inability to use your Coo-l Prepaid card, or the use of your COO-L Prepaid card by any third party.
9. Changes to these Terms and Conditions
We may change these terms and conditions at any time. The up-to-date version of the COO-L Prepaid card terms and conditions will always be available on the Website. If we think that a change is material we will send you an e-mail and/or SMS text message and/or letter at least 30 days before making the change, unless a more immediate change is required by law or other valid reason.
If you are significantly disadvantaged by any such change that we make, you may cancel your COO-L Prepaid card in accordance with our refund policy.
10. The Fees
Please see fees in Section 22: Summary Box
If we decide to increase or impose any new fees, we will tell you by e-mail, SMS text message, or post, at least 30 days before any changes take effect. Authorisation will be requested for all transactions at the time of each transaction. In the unlikely event, for any reason whatsoever, a transaction is completed when there are insufficient funds on the COO-L Prepaid card for that transaction (a "Shortfall"), the Shortfall shall be reimbursed by you unless it is due to an error on the part of the retailer where the COO-L Prepaid card was presented, in this circumstance we may seek the Shortfall from the retailer.
You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount. We may charge the amount of the Shortfall against any funds which may subsequently be loaded onto your COO-L Prepaid card. Until we are reimbursed the Shortfall amount, we may suspend your COO-L Prepaid card. In addition, we reserve the right to charge you an Administration Fee for each transaction that you make using your COO-L Prepaid card that results in a Shortfall or increases the Shortfall amount on your COO-L Prepaid card.
11. Your details
if you change name, school, mobile number or e-mail address you must notify us via your Connexions Officer or Youth Worker. If we contact you in relation to your COO-L Prepaid card, for example, to notify you that we have cancelled your COO-L Prepaid card, we will use the most recent contact details you have provided to us. Any e-mail or SMS text message sent to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.
12. Data protection
In activating the COO-L Prepaid card and using it, you agree that we can use your personal information in accordance with our Privacy Policy. You can tell us if you don't want to receive any marketing materials from us. You have the right to inspect personal data we hold about you. If you wish to inspect your personal data you can contact us in any of the ways set out in the Communication section below.
13. Privacy Policy
The personal information that is collected when you apply for a COO-L Prepaid card will be used by us and by third parties (on our behalf) to run your COO-L Prepaid card, process your fund transfers or transactions. We shall ensure that the appropriate technical and operational security measures are in place to keep the personal data transferred confidential and secure. You may raise queries as to the personal information held by us about you, let us know about changes to your personal information or contact us if you no longer wish us to use your personal information, at any time using the ‘Contact Us’ facility on the Website.
14. Disputes with retailers
If you have any disputes about purchases made using your COO-L Prepaid card, you should settle these with the person you made the transaction with. We are not responsible for the quality, safety, legality or any other aspect of any services purchased with your COO-L Prepaid card. Remember that once you have used your COO-L Prepaid card to make a payment we cannot stop that transaction.
15. Communication
If you have an enquiry relating to your COO-L Prepaid card, you should contact your Connexion Officer, YOS Officer, Youth Worker, Social ESLAC Worker or refer to the Website. We will deal with your enquiry promptly.
16. Complaints
The COO-L Prepaid card programme is managed by London Borough of Tower Hamlets Council in conjunction with Prepaid Financial Services Ltd. If you are unhappy in any way with your COO-L Prepaid card or the way it is managed, tell us by contacting your Connexion Officer, YOS Officer, Youth Worker, Social ESLAC Worker or by using the ‘Contact Us’ facility on the Website so we can investigate the circumstances for you. Any complaints you have will be dealt with quickly and fairly. You may be able to take unresolved complaints to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800 or +44 (0)20 7964 1000 (for calls from outside the UK) and e-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
17. Compensation
The COO-L Prepaid card is an electronic money product and although it is a product regulated by the Financial Services Authority, it is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover losses claimed in connection with the COO-L Prepaid card. This means that in the unlikely event that Newcastle Building Society becomes insolvent your funds may become valueless and unusable and as a result you may not be able to use the money on your COO-L Prepaid card.
18. Assignment
We may assign the benefit and burden of these terms and conditions to another company at any time, on giving you at least 30 days prior notice of this. If we do this, your rights will not be affected. You may not assign your rights. 19. Governing law All communications with you will be in English. These terms and conditions will be construed in accordance with English law and the exclusive jurisdiction of the English courts.
20. COO-L Prepaid card issuer
Your Card is issued by Newcastle Building Society, Portland House, New Bridge Street, Newcastle upon Tyne, NE1 8AL, which is authorised and regulated by the Financial Services Authority (registered number 156058) as a building society and an issuer of e-money. Your COO-L Prepaid card is the property of Newcastle Building Society and is not transferable to anyone else.
23. Summary Box
The information contained in this table summarises key product features and is not intended to replace any terms and conditions.
Description. On Activation, Card Activation Fee £0.00
Initial Limits Minimum amount of initial load [£10.00]
Maximum amount of initial load £100.00
Usage Restrictions Your Card can be used for activities in the London area. For full details please refer to section 1 of the Terms and Conditions. Please refer to the Website for the list of activities where you can use your COO-L Prepaid card.
On-going Features.
Spent Fees.
Retail spent £0.00
Retail transaction refund £0.00
Funds load & Limits
Monthly Load Your COO-L Prepaid card will be loaded once a month on the dates specified on the Website.
Minimum Load £25.00
Maximum Card Balance £75.00
Maximum Daily Spend £75.00
Maximum number of Top-ups per month 1
SMS Fees
SMS balance enquiry check £0.20
SMS card block/unblock £0.20
Card Purchase and Administration Fees
Monthly service charge £0.00
Closure
Replacement card (lost/stolen/expired) £0.00
*Note that by calling our telephone line on 0800 5999 739 you will be charged at the UK National rate. Calls from outside the UK will vary.
** Note that by texting our SMS line on +44 752 633 6772 you will be charged at the UK rate. Texts from outside the UK will vary.
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