The Range Prepaid MasterCard® Card Terms and Conditions

These terms and conditions apply to your Prepaid Card. You must read them carefully. In these terms and conditions "you" means the named Range Prepaid Cardholder being the authorised user of the Prepaid Card. "We", "us" or "our" means Newcastle Building Society, The Range, or Prepaid Financial Services Ltd acting on its behalf. “Website” means our website at www.therangeprepaidmastercard.co.uk.

Quick Links:

Your Prepaid MasterCard Card
Applying for and activating your Card
Loading your Prepaid Card
Using your Prepaid Card
Cancellation and expiry of your Card
Keeping your Prepaid Card secure
Your liability
Our liability
Your right to a refund
Changes to these Terms and Conditions
The Fees
Your Details
Data Protection
Privacy Policy
Disputes with retailers
Communication
Complaints
Compensation
Assignment
Transfer to a new Prepaid Card issued by a different bank
Governing law
Prepaid Card issuer
Summary Box

1. Your Prepaid MasterCard® Card

Subject to the restrictions set out below, you can use the Prepaid Card at most locations that display the MasterCard® acceptance mark, including shops, restaurants, online, or on the telephone. Before using the Prepaid Card you need to make sure there are enough funds loaded on it. You will not be able to use your Prepaid Card after its expiry date. Please note your Prepaid Card cannot be used at any merchant where authorisation for the transaction is not requested electronically.

Your 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 Prepaid Card.

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2. Applying for and activating your Prepaid Card

The application fee related to the Range Prepaid Card is outlined at The Fee Section of these terms and conditions.

You can apply for the card buying a Prepaid Card starter pack in one of our shops and follow the card application instructions or you can apply and pay for your Prepaid Card directly on our website.

To apply for your Prepaid Card you must be at least 18 years old and a UK resident. We will require evidence of who you are and your residential address. We may ask you to provide some documentary evidence to prove this and we may carry out checks on you electronically.

If we are unable to satisfactorily verify your identity and address from information provided by you at the time you apply for a Prepaid Card we will reimburse you the amount spend on the starter pack bought in our shop. In order to be entitled on the reimbursement you will be required to present a receipt proving that the card has been purchased in our shop.

if identify verification checks are satisfied you will receive your Prepaid Card on the address you provide on your application form within 14 days of applying and paying for the card. You must sign the signature strip on the back of the Prepaid Card as soon as it is received. You must activate your card as soon as you have received your PIN, following the instructions on the Website.

By activating your Range Prepaid Card you are agreeing to these terms and conditions.

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3. Loading your Prepaid Card

Funds can be loaded to your Prepaid Card in a number of ways: Internet top up and phone top up via SMS using your credit or debit card, and top ups with cash at any PayZone outlet. Other loading options may be added in the future, we will email you if and when a loading option is added.

Loads will be available on your Prepaid Card within minutes of being approved by your credit/debit card issuer or by the Payzone loading network. A Load Fee may be applied for each load that you make, please refer to The Fees section.

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4. Using your Prepaid Card

Detailed instructions on how to use your Prepaid Card are found on the Website. You will need to follow these instructions when using your Prepaid Card.

We will deduct the value of your transactions from the balance on your Prepaid Card as soon as they are made. We will also deduct any applicable fees as soon as they become payable by you, see The Fees section for details of our fees. If sufficient funds are not loaded on your Prepaid Card at the time of a transaction to cover the amount of the transaction and the Fees, the transaction will be declined.

Your Prepaid Card can only be used where the merchant requests authorisation electronically. Where authorisation is not sought, the transaction will be declined.

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5. Cancellation and expiry of your Prepaid Card

You have a legal right to cancel your Prepaid Card up to 14 days after you have applied and paid for your Prepaid Card without being charged a refund fee – this 14 day period is known as the “Cooling-Off Period”. Under these terms and conditions, you also have the right to cancel your Prepaid Card at any time after the 14 day Cooling-Off Period. If your Prepaid Card is cancelled, we will immediately block your Prepaid Card so it cannot be used.

You will not be entitled to a refund of money you have already spent on transactions authorised or pending, or any fees for use of the Prepaid Card before the Prepaid Card is cancelled or expires. You can cancel your Prepaid Card by sending an email to us using the ‘Contact Us’ function on the Website. Then cut your Prepaid Card in half through the signature box and magnetic strip, ensuring the Chip is cut in half, and send to BAU Department, Prepaid Financial Services Ltd, 4th Floor, 77 Oxford Street, London, W1S 2PP with a print-out of your email requesting the cancellation. Once we have received this, the refund of the funds remaining on your card will be processed.

If you cancel your Prepaid Card, once all transactions and fees have been deducted, we will arrange for any unused funds to be refunded to you, see "Your Right to a Refund" section below for further information. An Administration Fee will be charged (see The Fees section) unless you have arranged to transfer any unused funds to another Prepaid Card managed by us or you cancel your Prepaid Card within 14 days of paying for it.

We may also cancel your Prepaid Card immediately if we suspect fraud or misuse of your 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. In these circumstances, you must tell us what you want us to do with any unused funds within 3 months of the date we tell you your Prepaid Card is cancelled.

Your Prepaid Card will be valid for 24 months. When it expires, we may automatically send you a replacement card if you have used your card within the last 3 months before the date of expiry and have a positive balance on the card on the expiry date. Any funds on your Prepaid Card will automatically be transferred to your new card. Replacement cards incur a fee (see The Fees section). If your card has expired and you have not received your new card please contact us.

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6. Keeping your Prepaid Card secure

You should treat your Prepaid Card like cash. If it is lost or stolen, you may lose some or all of your money on your Prepaid Card, in the same way as if you lost cash in your wallet or purse. As a result, you must keep your 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 Prepaid Card regularly online at the Website. You can see your Prepaid Card balance and recent transactions online at any time.

If you lose your Prepaid Card or it is stolen, or you suspect that your Prepaid Card has been used by someone other than you, you must tell us immediately by calling us on our 24 hour lost and stolen card helpline +44 (0) 20 7125 0201 so we can cancel your Prepaid Card. In the event that your 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 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 Prepaid Card, as long as you confirm this in writing within 7 days.

If, after reporting a lost Prepaid Card, you subsequently find the card you must not use it. Cut the 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 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 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 Prepaid Card or PIN secure, we will not refund the transaction amount and will charge you an Administration Fee (see The Fees section).

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7. Your liability

In the event that you do not use your Prepaid Card in accordance with these terms and conditions or we find that you are using the Prepaid Card fraudulently, we reserve the right to charge you for any reasonable costs that we incur in taking action to stop you using this Prepaid Card and to recover any monies owed as a result of your activities.

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8. Our liability

Like other payment cards, we cannot guarantee a retailer will accept your 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 Prepaid Card is being misused. Accordingly, we shall not be liable in any event that a retailer refuses to accept your Prepaid Card, or if we do not authorise a transaction, or if we cancel or suspend use of your 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 Prepaid Card, or the use of your Prepaid Card by any third party.

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9. Your right to a refund

You may request a refund of the funds on your Prepaid Card provided you have more than £10.00 loaded on your Prepaid Card. To do so, send us an e-mail using the ‘Contact Us’ facility on the Website requesting a refund and confirming that you have destroyed your Prepaid Card by cutting it up. When we process your refund, we will charge a Refund Fee (see The Fees section).

We will send a cheque to your last notified address or arrange an electronic transfer to a bank account nominated by you. However, to enable us to comply with our legal obligations, we may ask you to provide us with certain information before we can process your refund request.

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10. Changes to these Terms and Conditions

We may change these terms and conditions at any time. The up-to-date version of the 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 Prepaid Card in accordance with our refund policy (see section 9 above). In such circumstances you will not be charged a Refund Fee (see The Fees section).

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11. The Fees

Please see fees in Section 23: Summary Box

When you use your Prepaid Card at an ATM, you may also be subject to applicable fees, surcharge rules and regulations of the relevant ATM, or other financial institution or association.

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 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 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 from any other Prepaid Cards that you hold with us, to any other payment method which you may designate at that time, or against any funds which you may subsequently load onto your Prepaid Card or on any additional Prepaid Card ordered by you. Until we are reimbursed the Shortfall amount, we may suspend your Prepaid Card and any additional Prepaid Cards connected to you. In addition, we reserve the right to charge you an Administration Fee for each transaction that you make using your Prepaid Card that results in a Shortfall or increases the Shortfall amount on your Prepaid Card.

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12. Your details

You must let us know as soon as possible if you change name, address, and telephone number, mobile number or e-mail address. If we contact you in relation to your Prepaid Card, for example, to notify you that we have cancelled your Prepaid Card or to send you a refund by cheque, 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.

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13. Data protection

In purchasing the Prepaid Card on the Website 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. To inspect any of your personal data held by us you will have to pay us an Administration Fee. If you wish to inspect your personal data you can contact us in any of the ways set out in the Communication section below.

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14. Privacy Policy

The personal information that is collected when you apply for a Prepaid Card will be used by us, our Prepaid Card issuer and third parties (on its behalf) to run your Prepaid Card, process your fund transfers or transactions. We or third parties may also contact you to let you know about services that we believe may be of interest to you, unless you have informed us that you do not want to receive this information. 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.

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15. Disputes with retailers

If you have any disputes about purchases made using your Prepaid Card, you should settle these with the person you bought the goods or services from. We are not responsible for the quality, safety, legality or any other aspect of any goods or services purchased with your Prepaid Card. Remember that once you have used your Prepaid Card to make a purchase we cannot stop that transaction.

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16. Communication

If you have an enquiry relating to your Prepaid Card, you can use the ‘Contact Us’ facility on the Website. We will deal with your enquiry promptly. If you do not wish to enquire in this way you can alternatively call our customer service telephone line on +44 (0) 20 7125 0201. Call costs from mobile networks or outside the UK may vary. Services requested from the IVR will be charged accordingly against your card balance (please see the Fees section ) per call in addition to the cost of the call charged by your service provider.

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17. Complaints

The Prepaid Card programme is managed by The Range in conjunction with Prepaid Financial Services Ltd. If you are unhappy in any way with your Prepaid Card or the way it is managed, tell us 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: enquiries@financial-ombudsman.org.uk

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18. Compensation

The 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 Prepaid Card. If you choose to hold a balance of more than £1,000.00 on your Prepaid Card you understand and accept the risks of holding this large amount of money. 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 lose your money.

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19. 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.

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20. Transfer to a new Prepaid Card issued by a different bank

We may transfer your unused balance to a new prepaid card provided by a prepaid card issuer other than Newcastle Building Society at any time. Before we do this, we will send you an e-mail and/or SMS text message and/or letter with at least 30 days notice of the new Prepaid Card arrangements and the new Prepaid Card terms and conditions. Unless you advise us within the 30 day period that you do not want a new Prepaid Card from the new Prepaid Card issuer, you agree that we can automatically transfer the unused balance on your Prepaid Card to a new Prepaid Card provided by the new Prepaid Card issuer.

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21. 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.

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22. Prepaid Card issuer

Your Prepaid Card is issued by Newcastle Building Society, Portland House, New Bridge Street, Newcastle Upon Tyne, Tyne and Wear, NE1 8AL, England which is authorised and regulated by the Financial Services Authority (registered number 156058) as a building society and an issuer of e-money. Your Prepaid Card is the property of Newcastle Building Society and is not transferable to anyone else.

23. Summary Table

* Note that by texting our SMS line on +44 (0) 7599 607333 you will be charged at the UK rate. Texts from outside the UK will vary.

**Note that by calling our telephone line on +44 (0) 20 7125 0201 you will be charged at the UK National rate. Calls from outside the UK will vary.

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