Consumer Rights and Responsibilities

Your rights when executing payments in Europe?

– Cross-border euro payments among EU countries cost the same as domestic payments in Euro.

– International payments in Euro from non-Euro area countries cost the same as domestic payments in national currency. Therefore, the fee for withdrawing cash from an ATM should be the same both in your country and in another Member State.

-We recommend that you check your transaction history and balance regularly. If you notice an error in a Card transaction or a transaction you do not recognise, you must notify Customer Support without undue delay and in any event within thirteen (13) months of the transaction debit date. We reserve the right to refuse a refund where you fail to notify us within thirteen (13) months of the date of the debit transaction. We may request that you provide additional written information concerning any such Card transaction on our dispute form which we will make available to you when you notify us of an unauthorised transaction. 

-You are responsible for all authorised transactions on the Card. Your maximum liability is for the first €60 of losses arising from any unauthorised transactions that take place prior to your notifying us of loss, theft or misuse. You will not be held liable for any further losses once you have notified us of unauthorised transactions unless we reasonably determine that you acted fraudulently or with gross negligence (in which cases you shall be liable for all losses). We will block the Card to protect your funds once you have advised us of any unauthorised transactions and we may also block the Card Account.

– If you use direct debit services (you have authorized the payee to initiate payments from your payment account periodically), you have the right to contest any incorrect charge within 8 weeks. Any funds that have been debited incorrectly must be returned to you within 10 business days.

– You have the right to know whether and what commission fees apply to you when making payments.

– Whenever you pay with our payment card that has been issued in the EU, the merchant cannot charge you any additional fees.

–Should you experience problems with our payment services or any other issue, please let us know, and we will take care of your issue as soon as possible though latest, within 15 business days.