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, and issued by Moorwand Ltd, registered office: Birchin Court 20 Birchin Lane, London, EC3V 9DU, registered in England and Wales No. 08491211, authorised and regulated in the UK by the Financial Conduct Authority to issue e-money, Reference No. 900709.
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 unlikely event that Moorwand Ltd becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.
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 and is registered at the same address as this card. You may not load your card with another prepaid card.
4.4. 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.
4.5. 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)
|Premium user||Regular user||Free user|
|By credit or debit card||Free||Free||Free|
|By bank transfer||Free||Free||Free|
|Point-of-sale and e-commerce purchases in currency of card||Free||Free||Free|
|Point-of-sale and e-commerce purchases not in currency of card||Free||Free||Free|
|ATM withdrawal in any supported currency.
NOTE: ATM providers may raise addition charges.
|3% with a minimum of 4.99||3% with a minimum of 4.99||3% with a minimum of 4.99|
|Dormancy fee after card expiry||1.49 per month starting 30 days after the card expiry date||1.49 per month starting 30 days after the card expiry date||1.49 per month starting 30 days after the card expiry date|
|Fee for redemption (if applicable)||9.99||9.99||9.99|
|Fee for chargeback (if applicable)||9.99||9.99||9.99|