CrewCard Terms and Conditions
These Terms and Conditions apply to your CrewCards. You must read them carefully. In these Terms and Conditions "you" and "your" means the named CrewCard Primary Cardholder being the authorised user of the CrewCards. "We", "us" or "our" means Newcastle Building Society or Altair Financial Services Limited acting on its behalf.
1. Your CrewCards
The CrewCard product consists of two different cards: The primary CrewCard ("Primary CrewCard") and the secondary CrewCard ("Secondary CrewCard") each of which functions in different ways. When we refer simply to "CrewCard" this includes both the Primary CrewCard and the Secondary CrewCard.
You can use both the Primary CrewCard and Secondary CrewCard wherever there is a MasterCard® acceptance mark, including shops, restaurants, online, or on the telephone. You can use both the Primary CrewCard and the Secondary CrewCard overseas. The difference between the Primary CrewCard and the Secondary CrewCard is that you will only be able to load the Secondary CrewCard by the Primary Cardholder sharing funds from the Primary CrewCard to the Secondary CrewCard.
Before using either CrewCard you need to make sure there are enough funds loaded on it. You will not be able to use either CrewCard after its expiry date.
Neither CrewCard is 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 either CrewCard.
2. Applying for and activating your CrewCard
To apply for our CrewCard you must be at least 18 years old. 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/or we may carry out checks on you electronically.
On successful receipt of your application, we will send you both the Primary CrewCard and the Secondary CrewCard to your residential address. We will also send you under separate cover a PIN in respect of each CrewCard.
The customer may only apply for one CrewCard account per currency (GBP/ EUR/USD).
Primary CrewCard
You must sign the Primary CrewCard as soon as it is received. Please refer to our website www.crewcard.co.uk to activate your Primary CrewCard and for all card loading options, or refer to the "Loading your CrewCard"? section below.
Secondary CrewCard
You may give the Secondary CrewCard to a relative, friend or person of your choosing, and you should ask that person to sign the Secondary CrewCard on receipt and activate the CrewCard by visiting www.crewcard.co.uk.
The secondary card cardholder must be over 18 years old and you must produce evidence to support this if required. Failure to produce such evidence may result in the termination of the business relationship.
By activating the CrewCard you are agreeing to these Terms and Conditions.
3. Loading your CrewCard
Funds can be loaded on to the Primary CrewCard in a number of ways: Internet top up, top up by SMS text message, and top ups from your bank account - simply follow the instructions at www.crewcardnetwork.com (the "Website"). Please note funds on to the Secondary CrewCard can only be loaded from the Primary CrewCard.
|
DESCRIPTIONS |
GBP |
EUR |
USD |
|
Maximum Card Load |
£3,000.00 |
€4,500.00 |
$6,000.00 |
|
Maximum Loads per day |
3 |
3 |
3 |
|
Maximum Balance on Card |
£3,000.00 |
€4,500.00 |
$6,000.00 |
|
Maximum ATM Withdrawal |
£250.00 |
€375.00 |
$500.00 |
|
Maximum Daily Purchase |
£2,500.00 |
€3,750.00 |
$5,000.00 |
Once funds are received by CrewCard Network they will be loaded to the card immediately. A Load Fee shall apply for each load that you make (see The Fees section below).
4. Using your CrewCard
Detailed instructions on how to use each CrewCard are found on the Website. You will need to follow these instructions when using your CrewCard.
We will deduct the value of your transactions from the balance on your CrewCard 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 below for details of our fees. If sufficient funds are not loaded on your CrewCard at the time of a transaction to cover the amount of the transaction and the fees, the transaction will be declined. Please note, only the Primary CrewCard can load the Secondary CrewCard, as explained above.
Your CrewCard can only be used where the merchant requests authorisation electronically. Where authorisation is not sought, the transaction will be declined.
If you do not use your CrewCards for a period of six months or more, we will charge you an Inactivity Fee each month thereafter (see The Fees section below) until such time as you begin to use the card again.
US citizens may not use CrewCard for online gambling.
5. Cancellation and expiry of your CrewCard
You have a legal right to cancel your CrewCard up to 14 days after you receive the CrewCards without being charged the Refund Fee. Under these Terms and Conditions, you also have the right to cancel your Primary or Secondary CrewCard at any time after this 14 day period. As soon as we receive your request to cancel your CrewCard, we will block it so it cannot be used. Please note any request to cancel the Primary CrewCard will mean that the Secondary CrewCard will become unloadable and will automatically expire once all funds held on the Secondary CrewCard have been spent.
The terms and conditions that the customer agrees to include a term stating 'I declare I have a right to reside in the United Kingdom' and you must produce evidence to support this if required. Failure to produce such evidence may result in the termination of the business relationship. Upon termination , 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''
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 CrewCard before the card is cancelled or expires. You can cancel your CrewCard by contacting Customer Services and confirming that you have destroyed your CrewCard.
If you cancel your CrewCard, 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. A Refund Fee will be charged (see The Fees section below) unless you have arranged to transfer any unused funds to another CrewCard managed by us, or you cancel your CrewCard within 14 days of receiving it.
We may also cancel your CrewCard if we suspect fraud or misuse of your 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 CrewCard is cancelled.
Your CrewCard will be valid for 24 months. When it expires, we may send you a replacement card pack if you have used your Primary CrewCard within the last 6 months before the date of expiry. Any funds on your CrewCard will automatically be transferred to your new cards. Replacement cards incur a fee (see The Fees section below.) If your CrewCard has expired and you have not received your new CrewCard please contact us.
6. Keeping your CrewCard secure
You should treat your CrewCard like cash. If it is lost or stolen, you may lose some or all of your money on your CrewCard, in the same way as if you lost cash in your wallet or purse. As a result, you must keep both the Primary and Secondary CrewCard safe and not let anyone else use it, other than the person to whom you choose to give the Secondary CrewCard. You will be issued with PINs for both the Primary and Secondary CrewCard, on receipt of which you should immediately memorise the PIN for the CrewCard you will be using and then destroy the notification. For security, we would suggest that you only disclose verbally (and not in writing) the PIN in respect of the Secondary CrewCard to the person to whom you send your Secondary CrewCard. You must not send the Secondary CrewCard and it's PIN in the same envelope to the recipient. When sending the Secondary CrewCard to your chosen recipient, you must ensure that the CrewCard remains on the card carrier. Other than the disclosure of the PIN of the Secondary CrewCard as described here, you must keep the PINs secret at all times and not reveal them to any third party.
If you lose your CrewCard or it is stolen, or you suspect that your CrewCard 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 7127 0009 so we can cancel your CrewCard.
Please note, we cannot accept instruction from the holder of the Secondary CrewCard, therefore if the Secondary CrewCard is lost or stolen, it will be your responsibility to advise us accordingly.
In the event that your CrewCard 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 it 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 have told us about the loss or theft, as long as you confirm this in writing within 7 days.
Due to the nature of the CrewCard product, once you report either the Primary CrewCard or Secondary CrewCard as lost or stolen, we will block both cards. A new Primary CrewCard and Secondary CrewCard will be reissued and sent to your residential address.
If you subsequently find the CrewCard you must not use it. Cut the CrewCard in half through the signature box and magnetic strip, and, if you have a CHIP card, ensure the CHIP is cut in half.
If you ask us to do so, we will investigate any disputed transaction or misuse of your CrewCard and we may need more information and assistance and information 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 disputed transactions which the investigations show are not authorised by you, provided you have kept your CrewCard and PIN secret other than sending the Secondary CrewCard to your chosen recipient and advising them of their PIN, 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 CrewCard or PIN secret, we will not refund the transaction amount and will charge you an Administration Fee (see The Fees section below). We recommend that you check the balance on your CrewCard regularly online at the website. You can see your CrewCard balance and recent transactions online at any time.
7. Your liability
In the event that you do not use your CrewCard in accordance with these Terms and Conditions or we find that you are using the CrewCard fraudulently, we reserve the right to charge you for any reasonable costs that we incur in taking action to stop you using this CrewCard and to recover any monies owed as a result of your activities.
You, as the holder of the Primary CrewCard, warrant that the recipient of the Secondary CrewCard will comply with these Terms and Conditions and you will be responsible for their use of the Secondary CrewCard and for any applicable fees or charge that the user of the Secondary CrewCard may incur.
8. Our liability
Like other payment cards, we cannot guarantee a retailer will accept your CrewCard, 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 card is being misused. Accordingly, we shall not be liable in any event that a retailer refuses to accept your CrewCard, or if we do not authorise a transaction, or if we cancel or suspend use of your CrewCard. 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 CrewCard, or the use of your CrewCard by any third party.
9. Your right to a refund
You may request a refund of the funds on your CrewCard provided you have more than the minimum balance required for a refund. The minimum balance required is 10.00GBP(or equivalent in the currency your card is issued in). 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 CrewCard by cutting it up. When we process your refund, we will charge a Refund Fee (see The Fees section below).
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.
10. Changes to these Terms and Conditions
We may change these Terms and Conditions at any time. You can check the up to date Terms and Conditions by visiting the Website, www.crewcardnetwork.com. If we think that a change is material we will send the holder of the Primary CrewCard an e-mail and/or SMS text message at least 30 days before making the change, unless a more immediate change is required by law or other valid reason. It is your responsibility to inform the recipient of the Secondary CrewCard as to any changes to these Terms and Conditions. If you are significantly disadvantaged by any such change that we make, you may cancel your CrewCard in accordance with our refund policy (see section 9 above). In such circumstances you will not be charged a Refund Fee.
11. The Fees
We do not charge any fees for checking your on-line balance and transactions. However the following fees do apply:
| Descriptions | FEE GBP | FEE EUR | FEE USD |
|---|---|---|---|
| CrewCard purchase | £10.00 | €15.00 | $20.00 |
|
Currency conversion charge (% of amount withdrawn) |
3.00% | 3.00% | 3.00% |
| Monthly service fee | £0.50 | €0.75 | $1.00 |
| ATM withdrawal (domestic) | £1.25 | €1.90 | $2.50 |
| ATM withdrawal (international) | £1.25 | €1.90 | $2.50 |
| Point of sale (domestic) | FREE | FREE | FREE |
| Point of sale (international) | £0.50 | €0.75 | $1.00 |
| Cash advance UK (in a bank) | £3.60 | €5.40 | $7.20 |
|
Cash advance international (in a bank) (% of amount withdrawn) |
3.50% | 3.50% | 3.50% |
|
SMS / internet debit card load* (% of amount withdrawn) |
£0.70 | €1.00 | $1.40 |
| Card load by money-share from primary to secondary card* (% of shared amount) |
2.50% (min £2.50) |
2.50% (min €3.75) |
2.50% (min $5.00) |
| SMS balance enquiry check | £0.10 | €0.15 | $0.20 |
| SMS block / unblock | £1.00 | €1.50 | $2.00 |
| Card load by payzone (of loaded amount) | 3.00% | 3.00% | 3.00% |
| Card load in bank branch | FREE | FREE | FREE |
| Replacement Card | £5.00 | €7.50 | $10.00 |
| Refund fee | £10.00 | €15.00 | $20.00 |
| Transfer to customer service agent | £1.00 per call | €1.50 per call | $2.00 per call |
* Note that debit card loads only apply to the Primary CrewCard. The Secondary CrewCard can only be loaded by money share from the Primary Card, as explained above.
**Note that by calling our telephone line on +44 (0) 20 7127 0027 you will be charged standard operator rates. Calls from outside the UK will vary.
When you use your CrewCard 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 the holder of the Primary CrewCard by e-mail, SMS text message, or post, at least 30 days before any changes take effect. It is your responsibility to inform the recipient of the Secondary CrewCard as to any changes to the fees. All transactions using the CrewCard will be authorised at the time of the transaction. In the unlikely event, for any reason whatsoever, a transaction is authorised when there are insufficient funds on the CrewCard 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 CrewCard 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 to the debit card used to purchase the CrewCard (which we will hold in our records), from any other CrewCards that you hold with us, to any other payment method which you may designate at that time, against any funds which you may subsequently load onto your CrewCard or on any additional CrewCard ordered by you. Until we are reimbursed the Shortfall amount, we may suspend your CrewCard the Secondary CrewCard and any additional CrewCards connected to you. In addition, we reserve the right to charge you an Administration Fee (see The Fees section above) for each transaction that you make using your CrewCard that results in a Shortfall or increases the Shortfall amount on your Card.
12. Your details
You must let us know as soon as possible if you change name, address, phone number or e-mail address. If we contact you in relation to your CrewCard, for example, to notify you that we have cancelled your 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 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.
13. Data protection
In applying for the CrewCard on the Website and using it, you agree that we can use your personal information in accordance with our Privacy Policy. Our Privacy Policy is set out on our Website, it includes details of the personal information that we collect, how it will be used, and who we pass it to. 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 (see The Fees Section above). If you wish to inspect your personal data you can contact us in any of the ways set out in the Communication section below.
14. Disputes with retailers
If you have any disputes about purchases made using your CrewCard, you should settle these with the retailer 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 CrewCard. Remember that once you have used your CrewCard to make a purchase we cannot stop that transaction.
15. Communication
If you have an enquiry relating to your CrewCard, you can use the Contact us facility on the website. We will deal with your enquiry promptly. Alternatively if you do not wish to enquire in this way you can call our customer service telephone line on +44 (0) 20 7127 0027. Please refer to The Fees section above which details the costs associated with it.
16. Complaints
The CrewCard programme is managed by us, Altair Financial Services Ltd. P.O. Box 5098, London W1A 0AT, England. If you are unhappy in any way with your CrewCard or the way it is managed, tell us by using the e-mail enquiry 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: +44 (0) 845 080 1800 and e-mail: enquiries@financial-ombudsman.org.uk
17. Compensation
The CrewCard 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 CrewCard. If you choose to hold a balance of more than £1,000 (or equivalent in US Dollars or Euros) on your CrewCard 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.
18. Assignment
We may assign the benefit and burden of these Terms and Conditions to another company at any time, on giving you at least 30 days prior notice of this. If we do this, your rights will not be affected.
19. Transfer to a new CrewCard 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 give you at least 30 days notice of the new prepaid card arrangements and 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.
20. Governing law
All communications with you will be in English. These Terms and Conditions will be construed in accordance with English law.
21. CrewCard issuer
Your CrewCard is issued by Newcastle Building Society, Portland House, New Bridge Street, Newcastle Upon Tyne, Tyne and Wear, NE1 8AL, which is authorised and regulated by the Financial Services Authority (registered number 156058) as a building society and an issuer of e-money. Your CrewCard is the property of Newcastle Building Society and is not transferable to anyone else.
+44 (0)207 125 0321 