Stocard Payment Terms
Stocard Personal / General Spend Card Terms and Conditions of Use
1. The card
1.1. These terms and conditions apply to any holder of this card ("the card"). By using your card you are demonstrating your agreement to these terms and conditions.
1.2. The card is promoted by Stocard UK Limited (“Stocard”), registered office: 71 Queen Victoria Street, London EC4V 4BE, registered in England and Wales No. 10727457. GBP card is issued by Moorwand Ltd, registered office: Irongate House, 22-30 Dukes Place, London, EC3A 7LP, registered in England and Wales No. 08491211, authorised and regulated by the Financial Conduct Authority to issue e-money, Reference No. 900709. EUR card is issued by VIA Payments UAB, Reg. No. 304531663, with registered office at: Žalgirio g. 90, Vilnius, licensed as the electronic money institution license No. 16, issued on 10/10/2017, by the Bank of Lithuania, partnering with Moorwand Ltd.
1.3. You will apply for a card in a stated currency. All references to that currency in these terms and conditions are relevant to you.
1.4. The card is an e-money product, and as such it is not covered by the Financial Services Compensation Scheme in the UK or by the Deposit Guarantee Scheme in Lithuania. We ensure that any funds received by you are held in a segregated account so that in the unlikely event that Moorwand Limited or Via Payments UAB becomes insolvent your funds will be protected against claims made by creditors.
1.5. These terms and conditions are available online at https://stocardapp.com/payment-terms.
In these terms and conditions, the following words and phrases have the meanings shown next to them:
- ATM – means automatic teller machine or cashpoint facility or cash dispenser;
- Business day – means a day between and including Monday to Friday, between 9am and 5pm (UK Time) except for bank or public holidays in England and Wales;
- Card – means your Stocard Virtual Prepaid Card;
- Card scheme – means Mastercard®;
- Contact Methods - means the methods by which you may contact us:
- Email: email@example.com
- Phone: +49 (0) 621 339 331 50, 9am - 5pm (Central European Time), Monday to Friday, international rates may apply.
- Fees – a variety of charges that can be raised for purchase and ongoing use of the card;
- Device - means a mobile or wearable device compatible with contactless payments where the Stocard Virtual Prepaid Card can be used for payments;
- Full Due Diligence (FDD) User - means we have been able to verify your identity and give you access to higher limits, which are detailed in Summary Box.
- PIN – means personal identification number i.e. the security number provided for use with the card;
- Simple Due Diligence (SDD) User - means you have only completed simplified due diligence as per scheme and regulatory requirements and therefore the limits on your card are restricted, which are detailed in Summary Box. It is determined by our risk assessment what information we gather from you and what appropriate verification is completed.
- Stocard App - means the smartphone application that allows you to apply for and access your Stocard Virtual Prepaid Card;
- Stocard Virtual Prepaid Card – means the Mastercard® virtual prepaid card with the features set out in these terms and conditions;
- Supplier – a retailer, merchant or other supplier of goods and/ or services which accepts payment by means of a card, card number, PIN or card and signature;
- Summary Box – The section that includes notification of charges, limits and restrictions associated with the card;
- Supplier’s bank – the merchant acquirer used by the supplier for the purposes of receiving payments arising from transactions.
- Verification of identity – means confirming personal identity and address of you by conducting electronic verification of your details or by you providing documentation of identity;
- We / us / our – means Moorwand Limited or co-brand partners acting on our behalf;
- Year – 12-month period following the date when the card is issued to you and each subsequent 12-month period.
- You / your – means the person or persons who have received the card and are authorised to use the card as provided for in this Agreement;
3. Applying for the card
3.1. To apply for a Stocard Virtual Prepaid Card you must be at least 18 years old. During the application process we will ask for your name, date of birth, address, contact details and other information that will allow us to identify you. We may also ask to see a copy of your identifying documents.
3.2. When applying for the card and accepting these terms and conditions:
3.2.1. You agree to provide accurate personal information, including but not limited to your correct name, date of birth, address, contact details, and government issued identity document.
3.2.2. As per applicable data protection regulation and data processing principles, we reserve the right to rectify any inaccurate personal data that might have been provided to us and identified through card application and verification of your identity. In such circumstance, we will inform you of personal data rectification via Stocard App. You have the right to rectification of personal data as per General Data Protection Regulation, Article 16.
3.2.3. You agree to inform us of any change of such details.
3.2.4. You are the person whose details are provided in connection with your application.
3.3. You will be informed at the time of application if you qualify for free use of the card. If so, the free user pricing as described in the Summary Box will apply, otherwise the regular user pricing will apply.
3.4. We will complete appropriate verification of your identity as per scheme and regulatory requirements. Users who have completed the simplified due diligence requirements you will be issued with a virtual card in the Stocard App which subjects to Simple Due Diligence User limits as detailed in Summary Box. Users who have completed the full due diligence requirements will be issued with a virtual card in the Stocard App which subjects to Full Due Diligence User limits as detailed in the Summary Box.
3.5. Simple Due Diligence User can upgrade to Full Due Diligence User by successfully completing the identity verification process in the Stocard App.
3.6. Application and upgrade requests are subject to approval by us in all cases, and we reserve the right, in our sole and absolute discretion, to decline any application for the card or request to upgrade, without giving a reason.
4. Loading the card
4.1. The Summary Box sets out the methods by which you can load up your card.
4.2. We do not charge you fees to load your card, as detailed in the Summary Box.
4.3. To load your card by credit or debit card, you must use a credit or debit card in your name that has been issued by a regulated financial institution in the UK or EEA.
4.4. To load your card by bank transfer, you must use the account details as shown in the Stocard App. You can only use bank transfer to load a GBP card from a UK bank account, and a EUR card from a bank account in SEPA countries.
4.5. The time that it takes for your card balance to be updated when you load your card depends on the method that you use and the time that it takes for the funds to be sent to the Issuer. When you add money using a debit or credit card, we will update your balance as soon as we receive the authorisation from your bank or card provider. When you add money by bank transfer, we will update your balance when we receive the money.
4.6. When funds are loaded onto your card, the payment is made in the same currency as that of your card. The currency you have used to load your card may be different to that of the card. In this case, your bank or card provider will convert the currency and may charge a fee.
5. Use of the card
5.1. The card is a virtual prepaid product which can be used to pay for goods and services at retailers that display the Card Scheme symbol. Your card is ready to use as soon as it is successfully digitised on your device. Hold your device close to the contactless terminal to make payments in-store, or enter the card details on the checkout page to make payments online.
5.2. You must not make purchases that exceed the balance of funds available on the card. Your balance will be reduced by the amount of each purchase you make. If any purchase takes you over your available funds or the card limits in force from time to time and set out in Summary Box (e.g. ATM withdrawal limit) the transaction will be declined.
5.3. You can use the card to make purchases in-store, via the internet or over the phone. The card can be used to obtain cash through ATMs. There is no cash back facility. This is not a debit card supported by a bank account, and is not in any way connected to a bank account. It is also not a guarantee card, charge card or credit card. You will not earn any interest on any funds loaded on to the card.
5.4. You must not use the card for:
5.4.1. pre-authorised regular payments;
5.4.2. transactions at self-service petrol pumps;
5.4.3. transactions for cash (other than ATM withdrawal) including for example cash back, cash from a bank, money orders, traveller’s cheques, foreign exchange, or bureau de change, or
5.4.4. any illegal purposes.
5.5. Your card cannot be used in situations where it is not possible for the supplier to obtain online authorisation that you have sufficient balance for the transaction. For example: transactions on trains, ships, and some in-flight purchases.
5.6. We may stop, suspend or restrict your card or refuse to renew your card on reasonable grounds relating to the following:
5.6.1. we are concerned about the security of your card, card number or PIN;
5.6.2. we suspect your card is being used in an unauthorised, illegal or fraudulent manner;
5.6.3. we need to do so to comply with the law of any jurisdiction.
5.7. We will, if possible, inform you before suspending or restricting your card that we intend to do so and the reasons for doing this. If we are unable to do so then we will inform you immediately afterwards. The requirement to inform you does not apply where it would compromise reasonable security measures or it would be unlawful to do so.
5.8. We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the card. We are not liable for the failure of any merchant to honour the card.
5.9. We will not issue the card under these terms and conditions to anyone under the age of 18 years old.
5.10. Simple Due Diligence User may only use the card in the country of issuance and in the currency of the card.
6.1. You agree that any use of your card, card number or PIN constitutes your authorisation and consent to a transaction.
6.2. The time of receipt of a transaction order is when it is received by us. If a transaction order is received after 4pm on a business day then it will be deemed to have been received on the next business day. If receipt does not fall on a business day then it will be deemed to have been received on the next business day.
6.3. You cannot stop a transaction after it has been transmitted to us by giving your consent to the transaction, or once you have given your consent to the supplier for a pre-authorised payment.
6.4. We may refuse a transaction or suspend or terminate the right to top up your card. We may do this if the relevant phone or computer link is busy. We may also do this if:
6.4.1. a transaction might take you over your available funds on the card;
6.4.2. a transaction might take you over any of your card limits;
6.4.3. we reasonably believe that we need to do so to keep to the rules of the payment system under which your card is issued;
6.4.4. we reasonably believe that you are acting in breach of the Terms and Conditions;
6.4.5. we reasonably believe that a transaction is potentially suspicious or illegal;
6.4.6. we reasonably believe that there are needs to do so to comply with any law or as a matter of good practice.
7. Foreign currency transactions
7.1. The card can be used for transactions which are not in the currency of the card once you have verified your identity.
7.2. If you make a transaction in a currency other than the currency of the card we will change the amount into the currency of the card at the wholesale market rate or any rate that a government may set. We do not charge a foreign transaction fee.
7.3. Exchange rates may change, and the exchange rate which applies on the date that you make your transaction may not be the same as the exchange rate we use on the date that we convert the transaction charge from your balance.
8. Checking your balance
8.1. To check the available balance on your card or to review your transactions, you can use the Stocard App via the Device.
8.2. If your balance becomes negative, you agree to top up your account immediately.
8.3. If you owe us money and you don't top up your account or repay us within seven days, we can recover the amount by:
8.3.1. taking the amount you owe us from your stored card;
8.3.2. exercising our right of set-off; or
8.3.3. taking other legal steps to recover the money you owe us, such as instructing lawyers or debt collectors.
8.4. If we take any (or all) of these steps, we might charge you our reasonable costs.
8.5. We may close or suspend your account if you have a negative balance and don’t top up your account.
9. When your card expires
9.1. The card’s expiry date is shown on the card in the Stocard App. You must not use the card after its expiry date and you will not be able to reload it.
9.2. If you have used your card in the period of 3 months before its expiry date we will automatically renew the card on the expiry date free of charge
9.3. If your card has not been used in the 3 months prior to its expiry date, we will not automatically renew your card. You can request your card be renewed via one of the Contact Methods.
9.4. If your card is renewed in circumstances under conditions 9.2 or 9.3 this agreement will continue to apply.
9.5. If your card is not renewed under condition 9.3, you will not be able to use it after its expiry date. You can redeem any outstanding balance on the card up to 6 years after the expiry date by following the process in condition 10. If any balance remains on the card for more than 6 years after the expiry date, it will not be refunded.
10.1. You can redeem all or part of your balance by contacting us via one of the Contact Methods up until the date that is 6 years after the expiry date or the termination date of the contract. We will transfer any redeemed funds into a bank account which is in your name. We may request proof from you of the account name.
10.2. You will be charged a fee (see Summary Box) to cover redemption costs on each occasion that you redeem if you redeem all or part of your balance at the following times:
10.2.1. where redemption is requested before termination of the contract;
10.2.2. where the e-money holder terminates the contract before any agreement termination date; or
10.2.3. where redemption is requested more than one year after the date of the termination of the contract.
10.3. You will be reminded of this fee before redemption. Please note that if your balance is equal to or less than the amount you want to redeem in the circumstances listed above, the fee will equal your balance which will be reduced to zero.
10.4. You will not be charged a fee for redemption if we terminate this agreement, or if the request for redemption is at termination of the contract or up to one year after that date.
11.1. You must always make sure that you:
11.1.1. do not allow anyone else to use your card;
11.1.2. do not reveal your PIN and never write down your password(s), PIN or any security information you have given us unless you do this in a way that would make it impossible for anyone else to recognise any of that information;
11.1.3. only release the card, card number or PIN to make (or try to make) a transaction.
11.2. If you lose access to your card (for example your device is lost or stolen) or if you suspect that someone else has access to your card or if you think your card, card number or PIN may be misused, you must:
11.2.1. contact us immediately via one of the Contact Methods so that we can stop your card and PIN;
11.2.2. stop using the card, card number or PIN immediately. If you regain access to the card after you have reported it lost, stolen or misused, you must tell us as soon as you can.
11.3. Unless you have acted fraudulently or with intent or gross negligence, you will only be liable for a maximum of £35 (or the equivalent in the currency of your payment instrument) up until the time you inform us that your payment instrument has been lost or stolen. You will not be liable for any losses which occur on your payment instrument after you have informed us that it has been lost or stolen.
11.3.1. If you're due a refund for an unauthorised transaction, we'll make sure you receive this no later than the end of the next business day.
11.4. If your card is used without your permission, or is lost, stolen or if you think the card may be misused, we may disclose to law enforcement agencies, any information which we reasonably believe may be relevant.
11.5. We will not be liable for:
11.5.1. any abnormal or unforeseeable circumstances outside our reasonable control (for example, a failure of computer systems which happens for reasons outside our reasonable control or any industrial action which happens for reasons outside our reasonable control) if this prevents us from providing its usual service;
11.5.2. any person refusing to accept or honour (or delays in accepting or honouring) your card, card number or PIN; or
11.5.3. any cash dispenser failing to issue cash. We will not be liable for the way in which you are told about any refusal or delay.
11.6. In case of errors or disputes about transactions, contact us via one of the Contact Methods.
11.7. If you believe you did not authorise a particular transaction, you must notify us of the issue immediately via one of the Contact Methods. We will refund the amount of the unauthorised transaction by no later than the end of the business day following the day on which we were notified that the transaction was unauthorised.
11.8. We reserve the right to investigate any disputed transaction before and after a refund. In order to do so we may need more information and assistance from you and you are required to reasonably co-operate with any investigation by us. If you have failed to provide the required information within 10 days, or our investigation shows that you have acted fraudulently or have with intent or gross negligence failed to comply with the Terms and Conditions, we will deduct the already refunded amount from your account.
11.9. If you give us the wrong details for a payment or you tell us about an incorrect payment more than 13 months after it was made, we won't give you a refund but we'll try and trace it for you. We may charge you a reasonable fee to cover our costs in doing this.
12. Altering these Terms and Conditions
12.1. We may change any of these terms and conditions, including fees and charges, or introduce new terms. If we make any changes, we will give 2 months prior notice to you.
12.2. If we change these terms and conditions, the new terms and conditions will be available at https://stocardapp.com and the Stocard App from the date the change takes place.
12.3. You will be deemed to have accepted any change to these terms and conditions unless you notify us of any objection before the proposed date of the change.
12.4. Between receipt of the notice and the proposed date of change, if you notify us that you do not accept the change, this agreement will terminate immediately and you can redeem your remaining balance subject to condition 10.
13. Cancellation rights
13.1. If you change your mind about having the card, you can cancel it within 14 days of the date you receive confirmation of your application being approved by contacting us via one of the Contact Methods. You will not be charged for cancelling the card during this period. We will refund any balance remaining on the card to you free of charge. Any fees that you have paid will not be refunded.
13.2. We will reimburse you in the currency the same as that of your prepaid card.
14. Ending this agreement
14.1. We may terminate this agreement at any time. Unless there are exceptional circumstances we will give you 2 months’ prior notice.
14.2. You can terminate this agreement by contacting us via one of the Contact Methods subject to conditions 12.4 and 13.
14.3. If you do not redeem your full balance within 6 years of your card’s expiry date, this agreement terminates.
15.1. By entering into this agreement you agree that we may use your information in accordance with the ‘How we use your information’ section of these terms and conditions, as set out in condition 18.
15.2. We may monitor and/or record telephone calls between you and us or service providers.
15.3. You must provide us with an email and postal address and phone number and let us know of any changes.
15.4. We may transfer our rights or obligations under this agreement or arrange for any other person to carry out its rights or obligations under this agreement. You may not transfer any of your rights or obligations under this agreement.
15.5. We can delay enforcing its rights under this agreement without losing them.
15.6. If we cannot enforce any paragraph, condition or part of a paragraph or condition under this agreement, it will not affect any of the other paragraphs, conditions or the other part of the paragraph or condition in this agreement.
15.7. This agreement is governed by the law of England and Wales. The language of this agreement is English and all notices and information given under this agreement will be in English. If these terms and conditions are translated into another language, the translation is for reference only and the English version will apply.
16. Payment services information
16.1. This condition 16 only applies if the supplier’s bank is located within the European Economic Area (EEA) and the payment services being carried out are transacted in Euro, or another currency of an EEA member state.
16.2. We will ensure that a transaction you make is credited to the supplier’s bank, or that returned funds following redemption or cancellation are credited to your bank within these timescales:
|Type of Transaction||Timescale|
|Transaction carried out in a currency other than Euro (€) or Pounds Sterling (£)
Transaction involving more than one currency
|By the end of the fourth business day following the day on which the transaction or order is received|
|Any other Transaction||By the end of the business day following the day on which the transaction order is received|
16.3. If you use your card or provide your card details to a supplier to make a transaction before you know the amount which is going to be charged to your card, then you may be entitled to request a refund if the amount is unexpectedly large, provided that you tell us within eight weeks from the date the transaction is deducted from your balance but you will NOT be entitled to a refund if you have been told by us, or the supplier, of the amount of that transaction at least four weeks before the transaction is due to be deducted from your balance, and you consented to the transaction.
16.4. On receipt of such a request under condition 16.3, we may require you to provide us with the information to ascertain whether the conditions in condition 16.3 have been met. Within 10 business days of receiving a request from you under condition 16.3 or of receiving any additional information required under this paragraph, we will provide a refund or justify why we are refusing the request.
16.5. We are liable for the correct execution of the transaction unless we can prove that the transaction was received by the supplier’s bank, in which case the supplier’s bank is liable to the supplier. You may request that we make immediate efforts to trace an incorrectly executed transaction and notifies you of the outcome.
16.6. When a supplier initiates a transaction it is the supplier’s bank which is liable for the correct transmission of the relevant details to us. If the supplier’s bank can prove that it is not responsible for a transaction which has failed or has been incorrectly executed, we will be responsible to you.
16.7. If we are responsible for an incorrect amount of a transaction being deducted from your balance, we will correct the error. If we are responsible for a transaction being deducted from your balance which you did not authorise, we will refund the amount of the transaction to your balance and treat the transaction as if it had never occurred. You must inform us of an unauthorised or incorrect transaction as soon as possible and in any event no later than 13 months after the debit date. If you do not do so, we may not be liable.
16.8. We are not liable if you incorrectly identify the supplier under a transaction. In such a case, we will make reasonable efforts to recover the funds involved.
17. Complaints and how to contact us
17.1. If you would like to make a complaint, or contact us for any other reason connected to these terms and conditions please contact us via one of the Contact Methods. We have procedures in place to make sure that we handle your complaint fairly and quickly.
17.2. We will try to resolve your complaint within 15 working days of receiving it, and in special circumstances within 35 working days (and we will let you know if this is the case).
17.3. In the unlikely event that you are not satisfied with the way we have dealt with your complaint or the outcome, you may be able to refer it to the UK Financial Ombudsman Service at:
- Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0800 023 4567
- Email: firstname.lastname@example.org
- Website: http://www.financial-ombudsman.org.uk
18. How we use your information
18.1. We will search your record at credit reference and fraud prevention agencies. These searches are to check your identity and we do not carry out full credit reference checks or credit scoring for this purpose. We will use an automated decision-making system to assess your application and verify your identity.
18.1.1. If we are unable to verify your identity adequately, we may ask you to provide some documentary evidence to help confirm your identity and address.
18.2. Credit reference agencies may check the details you supply against any particulars on any database (public or otherwise) to which they have access. An unrecorded enquiry will be made. An unrecorded enquiry is a search that was not made for lending purposes. It cannot affect your credit rating or score when you apply for credit. It is not seen by lenders other than the one that carried out the search. It is included on your credit report so you know the search was made but does not affect your credit rating, or score, when you apply for credit.
18.3. If you give us false or inaccurate information and we identify fraud, we will record this with fraud prevention agencies. Law enforcement agencies may access and use this information.
18.3.1. The fraud prevention agencies will share records with other organisations. We and other organisations may access and use the information recorded by fraud prevention agencies overseas.
18.3.2. Please contact us via one of the Contact Methods if you would like details of those credit reference and fraud prevention agencies. You have a legal right to these details.
18.3.3. You have certain rights to receive a copy of any information we hold about you. Please contact us via one of the Contact Methods. We may charge you for this service.
18.4. Some information held by credit reference and fraud prevention agencies will be disclosed to us and other organisations to, for example:
18.4.1. to prevent fraud and money laundering, by checking applications for credit, credit-related or other facilities, proposals and claims for all types of insurance, job applications and employee records, and to verify your identity.
18.4.2. The information held by these agencies may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the Data Protection Act 2018.
18.5. When you have an agreement with us we may use the following types of information about you:
18.5.1. information you give us or we already hold about you, including any phone number you call us from, which we may record;
18.5.2. information we receive when making a decision about your application or agreement, including information we receive from enquiries and searches made in your name with credit reference and fraud prevention agencies;
18.5.3. information (including details of payments and transactions) we may hold about any managed account or policy which you hold with or through us, and
18.5.4. information we receive from anyone who is allowed to provide us with information about you.
18.6. We will process, use, manage, control, release and record information about you to:
18.6.1. search credit reference and fraud prevention agencies’ records (including information from overseas) to manage your account;
18.6.2. manage your accounts and policies, and manage any application, agreement or correspondence you may have with us;
18.6.3. carry out, monitor and analyse our business;
18.6.4. fight fraud, money-laundering, terrorism and other crimes, and
18.6.5. keep to any laws or regulations in any country.
18.7. We may reveal information about you:
18.7.1. to any person working for us or our co-brand partner
18.7.2. to fraud prevention agencies;
18.7.3. to any organisation which backs any of our products which you hold;
18.7.4. to any payment system under which we issue your card;
18.7.5. if a payment is processed through a worldwide payment system, to certain authorities in order to detect and prevent terrorism (including authorities outside the UK);
18.7.6. to any person to whom we transfer any of our rights or obligations under any agreement we may have with you, and
18.7.7. to anyone you authorise us to give information about you to.
18.8. Processing your information, as described above, may involve sending it to other countries outside of the EEA including the United States of America. In such circumstances we are responsible for making sure that your information continues to receive equivalent protection.
18.9. We will keep information about you for only as long as we need to or is required to meet legal obligations.
19. SUMMARY BOX
Fees and Limits
This table summarises key product features and information and is not intended to replace the terms and conditions of the product. The fees and limits that apply to each card are set out below.
(in currency of card)
|SDD User||FDD User|
|Maximum annual load (all load methods combined)||2,400||60,000|
|Maximum monthly load (all load methods combined)||200||5,000|
|Maximum daily load (all load methods combined)||200||5,000|
|Maximum single load (all load methods combined)||200||5,000|
|Limits per load source|
|Credit / Debit card||Same as above||Same as above|
|Bank transfer||Same as above||Same as above|
|ATM withdrawal (domestic only for SSD users)|
|Annual ATM withdrawal limit||100||12,000|
|Monthly ATM withdrawal limit||100||1,000|
|Daily ATM withdrawal limit||100||1,000|
|Single ATM withdrawal limit||100||1,000|
|POS spending (domestic only for SDD users)|
|Annual POS spending limit||2,400||60,000|
|Monthly POS spending limit||2,400||5,000|
|Daily POS spending limit||2,400||5,000|
|Single POS spending limit||1,000||5,000|
(in currency of card)
|By credit or debit card||Free|
|By bank transfer||Free|
|Point-of-sale and e-commerce purchases in currency of card||Free|
|Point-of-sale and e-commerce purchases not in currency of card||Free|
|ATM withdrawal in any supported currency.
NOTE: ATM providers may raise addition charges.
|3% with a minimum of 4.99|
|Dormancy fee after card expiry||1.49 per month starting 30 days after the card expiry date|
|Fee for redemption (if applicable)||9.99|
|Fee for chargeback (if applicable)||9.99|
Insurance Terms and Conditions
Axeria Insurance Limited with headquarters at Axeria Business Centre, 380, Level 2, Canon Road, Santa Venera, SVR 9033, Malta, ROC Company ID: C 55905 Authorised by the Malta Financial Services Authority and operating in Luxembourg under the European Union’s freedom of services directive 2002/92/EC (insurer) issued insurance policy n° AXINS/CF/01/2021 to Stocard S.à r.l., 60, rue d'Ivoix, 1817 Luxembourg (policyholder) via Moonshot-Internet SAS, President: Pascal Bied-Charreton, Headquarters: Tour D2 – 17 bis place des Reflets- 92919 Paris La Défense Cedex, Simplified stock company with Euro 3,500,000 capital, Company registration number 828 572 057, authorized as an insurance intermediary in Luxembourg under the number 17002811 (verifiable at www.orias.fr) and to conclude insurance contracts in Luxembourg under the EU Financial Services Directive 2002/92/EC, Regulatory supervision: Autorité de Contrôle Prudentiel et de Résolution, 4 Place de Budapest, 75436 Paris, France (intermediary). The following are the terms and conditions that apply under the insurance policy.
Accidental damage - Any destruction, total or partial deterioration, coming from a sudden, unpredictable external event.
Claim - an insured who declares an event having occurred during the coverage period to the insurer via an internet form provided by the policyholder in a complete and honest manner, no more than ten (10) days after the said event
Coverage period - the forty-five (45) days following a purchase
Event - accidental damage or theft
Insured - person with a domicile in the European Union or United Kingdom to whom the policyholder issues a prepaid/debit/credit card. For the avoidance of doubt, issuing in this case can also refer to providing the service in partnership with a BIN sponsor/ issuer.
Prepaid/debit/credit card - a means of payment not requiring cash, issued by the policyholder
Purchase - an item bought with the prepaid/debit/credit card
Theft - the act of taking something away from the insured with assault, witnessed by the insured and that can be proven, the aggression being defined as the act of violence committed by causing physical injury or forcing physical effort with a view to dispossess.
3. Insuring clause
As a benefit offered by the policyholder to the insureds, the insurer will indemnify the insured for claims made with respects to events occurring during the coverage period for all purchases made during the validity of the insurance policy, from merchants registered in the European Union and the United Kingdom by the prepaid/debit/credit card issued and valid, to the extent of: Euro 250 per claim and in application of the deductible (zero, 0), limited to one (1) claim during each coverage period and per each twelve (12) consecutive month period, as determined by the date the claim is made, subject to all other terms, conditions and exclusions.
No indemnity will be due to an insured by the insurer for claims made, and either resulting from or originating as:
anything other than what can be considered as an event; specifically no coverage is afforded for –
the loss of a purchase
forgetting a purchase
voluntary abandonment of a purchase
the disappearance of a purchase whether explained or not, or
an internal phenomenon concerning the functioning of the purchase
events that are directly or indirectly related to natural disaster phenomenon
events that are directly or indirectly related to a civil or foreign war, a row, a popular movement, an insurrection or confiscation by the authorities,
events that are directly or indirectly related to effects of exploiting, heat release, irradiation which transmutates atomic core or radioactivity, and radiation effects caused by artificial acceleration of particles,
events that occur to a purchase while it is being transported in a motorized vehicle
events occurring outside of the coverage period
events related to only the accessories of the purchase
events due to the use of the purchase by the insured not corresponding to its intended use
events due to the intentional or fraudulent actions of the insured, his/her immediate family, including any ascendants or descendants
the theft of a purchase that is facilitated by the negligence of the insured
accidental damage to purchases during or because of the delivery
accidental damage to purchases because of normal wear & tear
purchases that are:
raw industrial materials, fuel or chemicals
plants or animals
cash or travelers checks
restaurant or vacation vouchers
tickets or services of any kind
drinks or food
rapidly deteriorating items,
drugs or stimulants
software or intangibles
a good already missing a significant part of its intrinsic value
purchases for which the insured did not have physical and secure possession at the time of the event
purchases not made from merchants within the European Union and the United Kingdom
purchases that are not conform with what was ordered
the non-delivery or late delivery of purchases
purchases not made with the prepaid/debit/credit card
purchases not made with the authorization of the insured
purchases used for professional reasons or sports competitions
any property damage or bodily injury caused by a purchase
claims not made with ten (10) days of the event
claims by an insured for a purchase following an event already covered
more than one (1) claim made during each coverage period and per each twelve (12) consecutive month period.
5. What to do in case of a claim
Contact the policyholder and follow the instructions that are given, which will include communicating all information requested by electronic means and in a timely manner.
In the event of difficulties in applying the provisions of this insurance policy, the insured can contact the policyholder by email email@example.com or Moonshot-Internet by email: firstname.lastname@example.org. The insured will receive an acknowledgment of receipt within 10 working days maximum. The insured will be kept informed of the progress of the examination of the situation, and will receive, barring exceptions, a response no later than two months following receipt of the complaint. If the insured’s dissatisfaction persists, or if this first exchange is not satisfactory, the insured can directly contact the the administrator in writing at: Chance Financial or Prime Assurances SAS, 101 boulevard Malesherbes, 75008 Paris, France or by e-mail: email@example.com. If the insured’s dissatisfaction still persists, or if this most recent exchange is not satisfactory, the insured can directly contact the insurer in writing at: Axeria Insurance Limited, Axeria Business Center, 380, Level 2, Canon Road, Santa Venera, SVR 9033, Malta or by e-mail: firstname.lastname@example.org. The insured’s situation will be studied with the greatest care: an acknowledgement of receipt will be sent to the insured within 10 days and a response will then be sent to the insured within 2 months. If the insured is not satisfied with the handling of the dispute by the insurer, the insured has the option of contacting: Office of the Arbiter for Financial Services, First Floor, St Calcedonius Square, Floriana FRN1530, Malta. Telephone +356 2124 9245. Email: email@example.com Website: www.financialarbiter.org.mt.
The Office of the Arbiter for Financial Services is responsible for resolving disputes between consumers and financial companies. The Office of the Arbiter for Financial Services is the competent body for this type of recourse and may require the insurer to pay compensation to the consumer in the event that the consumer recourse is successful. The Office of the Arbiter for Financial Services is an independent organization. The lodging of a complaint does not affect the consumer's right to institute proceedings in the competent court. If this process fails, the insured naturally retains all of his rights to take legal action.
7. Information on the use of your personal data
Under European regulation on the protection of personal data, the insured acknowledges having been informed by Moonshot-Internet that:
The personal data (hereinafter "DCP") collected by Moonshot-Internet is subject to computer processing for the purpose of subscribing, executing, managing the insurance contract of the insured and of its beneficiaries, before and after membership. The personal data collected is intended for the authorized services of Moonshot-Internet and will be shared with its contractual partners for the purposes of managing insurance contracts. In any case, the personal data collected will not be used for other purposes and / or communicated to other organizations without obtaining the explicit, free and informed consent of the person concerned. The data collected will be kept by the insurer in its capacity as data controller, in accordance with the retention periods required by regulations, without exceeding the time necessary to fulfill the purpose defined during their collection. These retention periods may vary according to the purposes, the duration of the contractual relationship, legal obligations and legal requirements and are, in any case, in accordance with the recommendations of the appropriate regulatory authority. In accordance with the General Data Protection Regulation, the insured and his beneficiaries have the right to access, rectify, delete, the portability of personal data and opposition for legitimate reasons (in particular in terms of automated processing, including profiling), limitation of processing, to decide the fate of this post-mortem data. These rights can be exercised by mail, accompanied by a copy of an identity document, to the following address: (see original language) As data controller, the insurer processes personal data for the subscription, signing, management and execution of this contract in accordance with the provisions of the applicable regulations on the protection of personal data. and in accordance with its personal data protection policy, Axeria Insurance Limited collects and processes information about you for the purpose of offering and performing insurance contracts, and to be able to process your complaints. The data is also used for operational purposes, such as fraud prevention and detection, as well as financial management. The insurer implements due diligence obligations in the context of the fight against money laundering and the financing of terrorism, asset freezing measures, the fight against the financing of terrorism and financial sanctions, including the triggering alerts and declarations of suspicion.
The data collected is compulsory. Without communication of this data, managing requests for assistance and insurance will be more difficult if not impossible to manage.
To this end, the insured is informed that his personal data is intended for the insurer, its service providers, its reinsurers, its staff, and all persons likely to intervene within the limits of their respective attributions, in order to manage the insured's claims file, provide him with the guarantees due to him under his contract, make payments, and transmit this data in cases where the law requires or allows it.
Phone calls from the insured are also likely to be recorded, to help the insurer monitor and improve its services. The insurer does not keep the data of the insured beyond the time necessary to achieve the objective pursued by their collection and in compliance with the applicable laws and regulations, as well as any recommendations and authorizations required from competent supervisory authorities.
By using the services of the insurer, the insured acknowledges that the insurer may use his personal data for the aforementioned purposes. In the event that the insured provides the insurer with information on third parties, he undertakes to inform them of the use of their data as defined above.
In your capacity as the person concerned by the processing, the insured is informed that he has a right of access, rectification, erasure and portability of your data, as well as a right to limit the processing. The insured also has a right of opposition for legitimate reasons to their treatment. He has the right to define directives relating to the fate of this data after death.
The exercise of their rights is made with the Data Protection Officer, by mail accompanied by a photocopy of a signed identity document, to one or other of the following addresses:
by electronic means: firstname.lastname@example.org
by post: Data Protection Officer, AXERIA INSURANCE LIMITED, Axeria Business Center, 380, Level 2, Canon Road, Santa Venera, SVR 9033, MALTA
Finally, the insured is informed that he has the right to lodge a complaint with: Office of the Information and Data Protection Commissioner - Airways House, Second Floor - High Street - Sliema SLM 1549 MALTA
The policyholder, the insured and their beneficiaries also have the right to register on the telemarketing opposition list at any time and free of charge. (For more information: https://cnpd.public.lu/)
The insured recognizes that the collection and processing of his personal data (identification data, data relating to his family, economic, patrimonial and financial situation, professional, his personal life, his health, at the discretion of the risk, contract management, etc.) are necessary for the management and execution of the contract. The insurer and its partners undertake to take all appropriate technical and organizational measures to ensure a good level of protection and security of the personal data processed.
In accordance with the requirements of the General Data Protection Regulation, the insurer undertakes to notify the National Commission for Data Protection Grand-Duchy of Luxembourg (the competent supervisory authority) of any personal data breach if possible no later than 72 hours after becoming aware of it. When the violation is likely to create a high risk for the rights and freedoms of the person concerned, the insurer will inform the latter as soon as possible.