Terms and Conditions
IMPORTANT INFORMATION: This Agreement relates to HelloMe Money. Please read the Terms and Conditions of this Agreement carefully before applying for your account with HelloMe Money. This Agreement and its Terms and Conditions, as may be amended from time to time on notice by Us, becomes effective and binding on your successful application and activation or use of your account and/or your account and for the entire period of validity of your account.
The Terms and Conditions apply to HelloMe Money, which consists of the account issued to you by the Issuer, under permission from the bank, and operated by HelloMe Limited (together “We”, “Us” or “Our”). The account enables you to load and create an Available Balance (which is E-money) and transfer the Available Balance using the Schemes.
1. PROGRAMME AND PROGRAMME MANAGER INFORMATION
- 1.1 See Definitions & Interpretation
- 1.2 The Programme Manager is HelloMe Limited, a company incorporated in United Kingdom, England under registration No 12541573 with a registered office at 30 Churchill Place, Canary Wharf. London E14 5RE United Kingdom.
- 1.3 The HelloMe Money account is issued by the Issuer, under permission in pursuant to the Agreement with the relevant Scheme.
2. FEES AND CHARGES
- 2.1 All Fees and Charges relating to HelloMe Money are detailed on the fees page of the website. Fees will be deducted from your account balance automatically.
See Pricing,Limits & Fees.
- 2.2 If you make a transaction that requires one or more currency conversions, HelloMe Money will charge you a foreign exchange fee which is detailed on the fees page of the website. Where applicable, the exchange rate will be made at a wholesale market rate or government mandated rate, at their discretion, with an additional percentage fee applied by the Scheme or bank. Changes in the wholesale exchange rates may happen immediately without notice to you.
3. APPLYING FOR AN ACCOUNT
- 3.1 To apply for, and use, an account relating to HelloMe Money you must be at least 18 years of age and reside in the UK/EEA. An account may be applied for on the Website or App.
- 3.2 Provided HelloMe Money has been able to undertake KYC to a satisfactory standard as per HelloMe Money’s AML Policy, which can be found on the website, you shall receive an activation confirmation by your email or on your App and you will be able to use the account.
- 3.3 When applying for an account on the Website or App, you will be prompted to create a username and password. You will need this username and password (collectively your “Security Details” for the account) to access your online account and perform the following functions (as well as any other functions specified in the Website or App) online:
- i. Change your telephone number.
- ii. Check your Available Balance.
- iii. Check your Transaction Details;
- iv. Change your Password.
- 3.4 You are permitted to have only one account where the Available Balance of E-money, which may be redeemed, can be found. If we discover that you do have more than one account, we may block your account without notice and terminate this Agreement with you forthwith.
- 3.5 The account is pre-paid only that can only be used to redeem the Available Balance in your account. It has no function to apply for credit or an overdraft.
- 3.6 No interest will applied to the balance on your account.
4. ACCOUNT LIMITS, LOADING, USAGE AND AUTHORISATION
- 4.1 Funds may be added to your account by any of the permitted methods set out in the “Loading Fees” schedule below and on the fees page of the website.
- 4.2 To load your account by bank transfer, you must use a bank account that has been issued by a regulated credit institution in the UK/EEA and registered in the same name and address as your account.
- 4.3 HelloMe Money reserves the right to request further KYC documents and verification of your source of funds at any point.
- 4.4 Fund loading limits may vary according to the type of account and as set out on the fees page of the Website.
- 4.5 Once your account has an Available Balance, following fund loading, it can be used to make payments.
Usage / Redemption
- 4.6 You can use your account to make payments using the Scheme to external bank accounts via the Scheme and other methods as added and notified to you from time to time. A withdrawal fee may apply to withdrawals as set out below and on the fees page of the website.
- 4.7 You must always ensure that you have a sufficient Available Balance for each transaction you attempt (including value added tax and other taxes, duties and applicable fees as set out on in the Fees and Limits Schedule to this Agreement. If the Available Balance is insufficient to pay for a transaction, the transaction will be declined.
- 4.8 If for any reason a transaction is carried out, but its amount exceeds the Available Balance, you must pay Us the deficit immediately, and if you fail to do so after receiving a notification from Us, we reserve the right to terminate this Agreement between Us and take all necessary steps, including legal action, to recover this deficit.
Limits / Declines
- 4.9 Transactions are subject to limits and compliance with the details on the fees page of the Website.
- 4.10 We may decline a transaction or place restrictions on your account or apply special security procedures in respect of transactions if:
- (i) You do not have an Available Balance or sufficient Available Balance for the transaction attempted.
- (ii) The transaction will take you over the limits which can be found on the fees page below and on the Website.
- (iii) To protect the security of your account, Security Details or personal data.
- (iv) If we believe a transaction is unauthorised or illegal or poses a high risk of being unauthorised or illegal.
- (v) We reasonably believe the transaction would be in breach of the Fees and Limits Scheduled to this Agreement, or our Acceptable use Policy; or the transaction and applicable fees will cause your account to go into a negative balance.
- 4.11 Payments using your account for any transaction made in a currency other than supported currencies, will be declined or subject to Scheme Acceptance Terms, Scheme Conditions and additional FX fees.
- 4.12 Any refunds or returned transactions will load your account immediately or transferred the funds to your account or personal bank account used to load the account.
Authorisation
- 4.13 You will need to give your consent to each transaction so that HelloMe Money can check it is genuine by, where applicable, a) Using your Security Details personal to you; b) Signing a sales voucher; c) Providing the account details and/or providing any other details personal to you and/or your account. Once you have given such consent to the transaction, it will be deemed to be authorised.
- 4.14 The time of receipt of a transaction order is when HelloMe Money receives it. 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.
- 4.15 Once a transaction has been authorised by you and received by HelloMe Money, it cannot be revoked.
- 4.16 Certain merchants may not accept payments made through the Scheme and we accept no liability for this: it is your responsibility to check the restrictions of each merchant.
- 4.17 Your ability to use or access the account may occasionally be interrupted, for example if HelloMe Money needs to carry out maintenance on its systems or websites. Please contact Customer Service via email:[email protected] to notify HelloMe Money of any problems you are experiencing using your account and HelloMe Money will try to resolve these as soon as possible.
5. KEEPING YOUR ACCOUNT SAFE
- 5.1 You are entirely responsible for your account and the Security Details for your account and must take all possible measures to keep them safe and entirely confidential. You may share your username with other customers of HelloMe Money only for the purpose of customer to transfers between accounts.
- 5.2 If you suspect that someone else knows your Security Details for your account, change them as soon as possible in your account or on the App. If you are not able to do so, please contact us immediately to discuss.
- 5.3 You should check recent transactions and monitor the transactions history of your account regularly. If you do not recognise a transaction, then report it immediately (see below for reporting).
- 5.4 We reserve the right to require you to register for, and/or use enhanced online transaction security systems for customer authentication, which may include a one-time password as well as another third-party authentication.
- 5.5 Failure to comply with this clause may affect your ability to claim any losses if we can show that you have intentionally failed to keep the information safe, or you have acted fraudulently, with undue delay or with gross negligence.
- 5.6 You agree to cooperate with our agents, any supervisory or regulatory authority, the police and us if your account Security Details are lost, stolen, compromised or if we suspect fraudulent use of the account.
- 5.7 Failure to comply with this clause may affect your ability to claim any losses if we can show that you have intentionally failed to keep the Security Details safe, or you have acted fraudulently, with undue delay or with gross negligence.
6. REPORTING UNAUTHORISED TRANSACTIONS OR DISPUTED TRANSACTIONS
- 6.1 If you believe that any of the transactions on your account were unauthorised or incorrectly posted to your account, you must notify Customer Service as soon as you become aware but not later than 1 month of the date of the debit to your account.
- 6.2 Unless HelloMe Money has reason to suspect fraud by you, or that you have failed to comply with these Terms and Conditions, or the account Terms with intent or gross negligence, including warnings in relation to unknown payees, HelloMe Money will refund the amount of the unauthorised or incorrect transaction(s) as soon as practical.
- 6.3 Where you have made an authorised transaction but have a dispute with the merchant, HelloMe Money will require you to provide written confirmation of the disputed transaction within 3 days of the transaction date. The written confirmation should be sent to Customer Service sing the contact form which can be found on the website and in the App.
Alternatively, you can contact Customer Service, in writing or by telephone, to request a form to complete.
- 6.4 If:
- (i) We do not receive written confirmation; or
- (ii) A refund is made in respect of a transaction that later turns out to be genuine.
- 6.5 HelloMe Money will re-deduct the amount of the transaction from your account plus, in the event of 8.4(ii) only, you will be charged a fee as set out in the schedule below and on the fees page of the Website. Please note that any Open Banking Transactions payments will not be covered under the Scheme regulations.
- 6.6 In the event that a transaction is made which is initiated by Merchant (i.e. through Open Banking Authorisation), we will provide a refund of that amount, subject to this clause, only in circumstances where you can prove that:
- (i) The exact transaction amount was not specified when you authorised the payment; and
- (ii) The amount of the transaction exceeds the amount that you could have reasonably expected, considering your previous spending pattern, the terms of this Agreement and the relevant circumstances of the case.
- 6.7 The refunds referred to above will not be provided if:
- (i) The amount relates to currency exchange fluctuations; or
- (ii) You have given your consent to execute the transaction directly to Us; or
- (iii) Information on the transaction was provided or made available in an agreed manner to you at least 4 weeks prior to the due date of the transaction; or
- (iv) You request the refund from Us later than 1 month from the date on which it was debited.
- 6.8 If investigations performed by HelloMe Money show that there have been unauthorised or incorrectly executed transactions on your account then, provided that your claim is made within the time limits specified in this clause, you will not be liable for such transactions.
7. PAYMENT DISPUTES
- 7.1 If you dispute a transaction that you have authorised and which has been processed, you should settle this with the person or merchant you bought the goods or services from; HelloMe Money is not responsible for the quality, safety, legality or any other aspect of goods or services purchased.
- 7.2 If your dispute with a person or Merchant relating to a transaction cannot be resolved you
should contact HelloMe Money Customer Service via email:[email protected], who will attempt to assist you as far as is
reasonably practicable.
- 7.3 If you have reason to believe that a transaction was carried out without your consent or in error, you may ask HelloMe Money to investigate the transaction by contacting Customer Service. If HelloMe Money investigates the transaction, the disputed amount will be unavailable to spend until our investigation is complete and if HelloMe Money receives information that proves the transaction was genuine, this will be deducted from your Available Balance and HelloMe Money may charge you an investigation fee as set out on the fees page of the website. If You do not have sufficient Available Balance for the transaction or the investigation fee, you must repay HelloMe Money the amount immediately on demand.
8. THIRD PARTY ACCESS
- 8.1 You can instruct a Third Party Provider (TPP) to access information on your account or initiate certain Transactions from your account provided such TPP has identified itself to Us and it has acted in accordance with the relevant regulatory requirements. We will treat any instruction from an TPP as if it was from you.
- 8.2 We may deny a TPP access to your account if we are concerned about unauthorised or fraudulent access by that TP setting out the reason for such denial. Before doing so, we will tell you that we intend to deny access and give our reasons for doing so, unless it is not reasonably practicable, in which case we will immediately inform you afterwards. In either case, we will tell you in the way we consider most appropriate in the circumstances. We will not tell you if doing so would compromise our security measures or would otherwise be unlawful.
- 8.3 If you have provided consent to a TPP to access the data in your account to enable them to provide account information services to you or initiate transactions on your behalf, you consent to Us sharing your information with the TPP as is reasonably required for them to provide their services to you. You must let Us know if you withdraw this permission and we recommend you let the TPP know. On notification from you, we will not provide such TPP access to your account or the data in it.
9. ADVISING CHANGES OF PERSONAL DETAILS OR FINANCIAL SITUATION
- 9.1 If you change name, address or contact details such as telephone number or e-mail address you must notify HelloMe Money within 14 days of the change.
- 9.2 HelloMe Money reserves the right at any time to perform checks to confirm that the personal details you provide are accurate (for example, by requesting relevant original documents), including for the purposes of preventing fraud and/or money laundering. In addition, at the time of your application or at any time in the future, in connection with your account, you authorise HelloMe Money to undertake electronic identity verification checks on you either directly or using relevant third parties.
- 9.3 It is also important to notify HelloMe Money without delay of any changes to your circumstances that may affect the running of your account or your account, by contacting Customer Service (details below).
10. USE OF YOUR PERSONAL DATA
HelloMe Money is a data controller of personal data provided in connection with HelloMe Money, your account and, where you consent. Information on how HelloMe Money uses and protects your personal data is available in HelloMe Money Privacy Policy on the website. All customer’s data is processed in our London office in the UK at the address shown below. The Issuer is also a controller of personal data provided in connection with HelloMe Money and Moorwand “ A copy of the Issuer’s Privacy Policy can be found https://www.moorwand.com/privacy-policy "
11. THE LAW THAT APPLIES & ASSIGNMENT
- 11.1 This Agreement is governed by United Kingdom and European law.
- 11.2 You agree to the non-exclusive jurisdiction of the courts of the United Kingdom.
- 11.3 Any delay or failure to exercise any right or remedy under this Agreement by HelloMe Money shall not be construed as a waiver of that right or remedy or preclude its exercise at any subsequent time.
- 11.4 The account is a payment service product and not a deposit or credit or banking product and, as such is not governed by the Financial Services Compensation Scheme (FSCS), the Lithuanian Deposit Insurance Scheme or any other EU Compensation Scheme. However, HelloMe Money will ensure proper safeguarding of your funds so that they are protected in accordance with applicable law if HelloMe Money or we become insolvent.
- 11.5 If any provision of this Agreement is deemed unenforceable or illegal, the remaining
provisions will continue in full force and effect.
- 11.6 If any part of this Agreement is inconsistent with any regulatory requirements, then we will
not rely on that part but treat it as if it did reflect the relevant regulatory requirement. If we
need to make operational changes before, we can fully comply with the new regulatory
requirement, we will make those changes as soon as reasonably practical.
- 11.7 You may not assign or transfer any of your rights and/or benefits under this Agreement and you shall be the sole party to the contract between HelloMe Money and you. You will remain liable until the account issued to you is shut and all sums due under this Agreement have been paid by you in full. Subject to giving you 60 days’ notice HelloMe Money may assign all rights and benefits under this Agreement to a third party and may subcontract any of the obligations under this Agreement. If HelloMe Money does not hear from you prior to the expiry of the 60 days, HelloMe Money and We will assume you are agreeable to the change.
- 11.8 All communications relating to your account will be in English.
12. COMMUNICATION
- 12.1 Any communication from HelloMe Money to you will be given via the Website and by notification via email or the App (using the latest contact details with which You have provided Us).
- 12.2 You may contact HelloMe Money via Customer Service, the details of which are set out in the Definitions & Interpretation Clause.
13. COMPLAINTS
- 13.1 If you are unhappy with the service provided under these Terms and Conditions, please contact Customer Service to help you. A copy of HelloMe Money Complaints Policy can be found on the website.
- 13.2 Upon receipt of your emailed complaint, Customer Service shall endeavor to respond to you as quickly as possible but, in any event, shall reply to you by return email by no later than 10 Business Days.
- 13.3 If, having received a response from Customer Service, you remain unhappy with the outcome, you can escalate your complaint to the Issuer.
- 13.4 If HelloMe Money is unable to resolve any complaint through HelloMe Money Complaints Policy and Issuer Complaints Policy (which can be requested directly from the Issuer) or you remain dissatisfied generally with the resolution or way that your compliant was handled by Us, you are eligible, dependent on the nature of your complaint, to contact the UK Financial Ombudsman Service (FOS) within 6 months of the matter complained of arising. FOS contact details are:
UK Financial Ombudsman
-
Address:Exchange Tower, London E14 9SR.
-
Telephone:0800 023 4 567 (free from most UK landlines but charges may apply if
using a mobile phone or dialing from outside of the UK).
-
Alternative Phone:02079640500 (calls by UK mobile cost no more than a national rate call
to 01 or 02 number and additional charges may apply if dialing from
outside of the UK);
-
E-mail: [email protected]
-
Website:How to complain (financial-ombudsman.org.uk).
14. LIABILITY
- 14.1 If something which HelloMe Money or Moorwand are not reasonably able to control, including but not limited to, defects relating to the account which stop or delay HelloMe Money from meeting an obligation under this Agreement, HelloMe Money and Moorwand will not be responsible for any loss which you may suffer.
- 14.2 If you are affected by something which is a fault of HelloMe Money or was in the reasonable control of HelloMe Money to prevent, HelloMe Money will only be responsible for the financial loss debited from your account and not for any other loss whatsoever (for example, loss of reputation and indirect and consequential losses).
- 14.3 You may not be liable for any use of the account, IBAN number or Security Details by another person who does not have your permission to use it, unless:
- •
You agreed to that person having your account, account number or Security Details, or through gross negligence or carelessness, failed to comply with condition 5.1, in which case you may be liable for any use that occurs before you tell Us in accordance with these terms and conditions, or
- •
You acted fraudulently, to the extent permitted by law, you may be liable for misuse of the account, account number or Security Details.
You may only be liable to a maximum of £35/€35 resulting from transactions arising from the use of a compromised account or from the misappropriation of the payment instrument where the account holder has failed to keep security features of the account safe. The £35/€35 liability limit is applicable to each instance of loss, theft or misappropriation and not each transaction.
- 14.4 Provided you have not acted fraudulently or with gross negligence your maximum liability for any transactions or fees incurred on your account if someone else uses your account before you report it compromised will be £35/€35. “Gross negligence” could include keeping a written record of your Security Details in plain sight, so that they are easily accessible for use by an unauthorised third party.
- 14.5 You will be responsible for:
- i. Any unauthorised activity if you act fraudulently or with gross negligence; and
- ii. Any loss or fraud that results directly from your failure to advise Us promptly of any name, address or contact details changes.
- 14.6 If you do not use your account in accordance with these Terms and Conditions or HelloMe Money discovers that you are Using the account fraudulently, HelloMe Money reserves the right to charge you for any reasonable costs that are incurred in taking action to stop you using the account and to recover any monies owed as a result of your activities.
- 14.7 HelloMe Money accepts no responsibility or liability for the goods or services that you purchase with your account or for any product or service discounts arising from the purchase with your account.
- 14.8 HelloMe Money accepts no responsibility or liability for a merchant refusing to accept your account or failing to cancel an authorisation.
- 14.9 Nothing in this Agreement shall exclude or limit our liability for death or personal injury resulting from our negligence or fraud.
- 14.10 To the extent permitted by law, all conditions or warranties implied by law, statute or otherwise are expressly excluded.
- 14.11 The above exclusions and limitations set out in this paragraph shall apply to any liability of our affiliates such as the Schemes, and other suppliers, contractors, distributors and any of their respective affiliates (if any), to you, which may arise in connection with this Agreement.
- 14.12 For all other matters not expressly covered in this Clause and to the extent permitted by applicable law, HelloMe Money and Moorwand total aggregate liability shall be limited to the total amount of money that you have deposited into your account over the 12-month period prior to the claim.
15. CHANGES TO THESE TERMS AND CONDITIONS
- 15.1 Except in exceptional circumstances (e.g., customer fraud or a security breach) HelloMe Money and Moorwand will provide you 60 days’ notice of any material change to this Agreement. Notice will be sent to the email address registered to your account.
- 15.2 Changes will be deemed to have been accepted unless you notify HelloMe Money to the
contrary before the proposed date the change comes into effect. Rejection of any proposed
changes will amount to termination of the Agreement and the closure of your account.
16. CANCELLATION AND CLOSURE OF YOUR ACCOUNT
- i. You have the right to withdraw from this Agreement and close your account: within 14 days of the date of the opening of your account or account transaction without cause and without penalty. HelloMe Money will refund all charges if you cancel within this period.
- ii. At any time after the initial 14-day cooling-off period. In this case, your account will be cancelled 10 days after HelloMe Money receives the withdrawal notice.
- 16.1 Once HelloMe Money has received all necessary information from you (including KYC) and all transactions and applicable fees and charges have been processed and deducted, HelloMe Money will refund any Available Balance to you provided that:
- i. You have not acted fraudulently or with gross negligence or in such a way as to give rise to reasonable suspicion of fraud or gross negligence; and
- ii. HelloMe Money and Moorwand are not required to withhold your Available Balance by law or regulation, or at the request of the police, a court or any regulatory authority.
- 16.2 HelloMe Money has the right to terminate this Agreement and close an account without cause by giving You 60 days’ written notice.
- 16.3 Hellome Money mayy at anytime and without notice suspend, restrict, block or cancel your account or refuse to issues or replace account trelated Security Details for reasons relating to the folloeing:
- i. Any of the information that you provided to HelloMe Money when you applied for the account was materially incorrect or false.
- ii. To comply with any applicable regulations or legislation.
- iii. You are deceased
- iv. You have not complied with the Terms and Conditions in this Agreement.
- v. HelloMe Money or Moorwand have reason to believe that you have used, or intend to
use, your account in a grossly negligent manner or for a fraudulent or otherwise
unlawful purpose.
- vi. HelloMe Money or Moorwand are required to do so for legal reasons; or
- vii. You use racist, threatening or abusive behavior towards Programme or Our staff, or
harass Programme or Our staff (including via social media).
If HelloMe Money takes any of the steps referred to in this Clause, you will be notified as soon
as possible or as permitted after HelloMe Money has taken these steps. HelloMe Money may
ask you to stop Using your account. HelloMe Money will issue you with a replacement
account if after further investigations it is believed that the relevant circumstances (as set out
in this Clause) no longer apply.
- 16.4 If, following cancellation and reimbursement of your Available Balance, any further
transactions are found to have been made or charges or Fees incurred using the account or
account or we receive a reversal of any prior funding transaction, we will notify you of the
amount and you must immediately repay to Us such amount on demand. We reserve the right
to take all necessary steps, including legal action, to recover this deficit.
- 16.5 You may redeem your Available Balance by contacting HelloMe Money at any time prior to 6
years from the date of closure of your account or HelloMe Money itself. When HelloMe
Money processes your redemption request, HelloMe Money may require you to provide KYC
information and/or documents in order to verify your Personal Details in accordance with
legal requirements. HelloMe Money may charge a Redemption Fee if you request redemption
of your Available Balance before, or 12 months after, the expiry of this Agreement. Any such
Redemption Fee is set out in the Fees and Limits Schedule to this Agreement.
- 16.6 HelloMe Money shall have the absolute right to set off, transfer, or apply sums held in your
account or accounts in or towards satisfaction of all or any liabilities and fees owed that have
not been paid or satisfied when due.
17. ISSUER INFORMATION
- 17.1 Account Issuer:
HelloMe Limited is a company incorporated in England, the United Kingdom under registration No 12541573 with a registered office at 30 Churchill, Canary Wharf, London, E14 5RE. Moorwand is authorised by the FCA under license No 941837 for the issuing of electronic money. To contact Customer Service of HelloMe Money please use the contact details on the website
www.hellomemoney.com
- 17.2 E-money Issuer: Moorwand Ltd is a company incorporated in England & Wales under registration No 8491211
with a registered office at Irongate House, 28-30 Dukes Place London EC3A 7LP. Moorwand Ltd
is authorised by the FCA under license No 900709 for the issuing of electronic money and
payment instruments.
To contact the Moorwand Ltd please use the contact details on the Website or in the Definitions
& Interpretation Clause.
18. DEFINITIONS & INTERPRETATION
- Account: The IBAN and electronic money account associated with your account.
- Account Information Service Provider: A third-party payment service provider who
is authorised by or registered with the Financial Conduct
Authority or another European regulator to provide online
account information services, who, with your permission
will be able to access certain online account information on
one or more payment accounts held by you to give you a
consolidated view of your payment accounts.
- Additional Account: Any additional account which is issued in addition to the primary account
at any time after the successful registration of an account.
- Agreement: These Terms and Conditions relate to the use of your account(s) as amended from time to time.
- App: HelloMe Money mobile application that allows you to access your account and view account and transaction related information.
- Available Balance: The value of unspent funds loaded onto your account available to use.
- Bacs Credit: Means Bacs Direct Credit. A service enabling organisations to make
payments to an account which takes 3 Business Days for the funds to be
cleared.
- Business Day: Monday to Friday, 9am to 5pm GMT, excluding bank and public holidays in the UK and Europe.
- Account and Your Account:Any account issued to you in accordance with this Agreement.
- Account Issuer: Moorwand serves as the account Issuer for customers of HelloMe Limited. Please use the contact form on the website www.hellomemoney.com to request for more information.
- CHAPS: the Clearing House Automated Payment System, a service enabling organisations to make same-day payments to an account within the UK,within the CHAPS operating days and times.
- Customer Services: The contact centre for dealing with queries about your HelloMe Money account, you can contact Customer Service by: calling 02080504026 (your network provider may charge a fee for calling this number);
- i. E-mailing [email protected] from the email address registered to your Online account; or
- ii. Writing to: HelloMe Limited (WEWORK) 30 Churchill Place, Canary Wharf, E14 5RE or
- iii. Contacting the E-money or account Issuer on www.moorwand.com
-
EEA: European Economic Area.
- E-money: Monetary value issued by the E-Money Issuer to your account on receipt
of funds on your behalf in our customer funds account, equal to the
amount of funds received.
- E-money Issuer: Moorwand as e-money license holder of Moorwand Ltd is a company
incorporated and registered in England and Wales under registration
No. 8491211 with a registered office at Irongate House, 28-30 Dukes
Place, London, EC3A 7LP, United Kingdom. The Financial Conduct
Authority authorises Moorwand Ltd under the Electronic Money
Regulations 2011 (Register ref: 900709) to issue electronic money and
payment instruments.
- Faster Payment: A service allowing you to make and receive electronic payments in the UK/EEA which is received by the recipient bank within 2 hours provided that the receiving organisation or bank is part of Faster Payments Scheme.
- FEE: Any fee payable by you as referenced in the Pricing, Limits and Fees
- FEE & Limits schedule: The schedule contained in this Agreement and which forms part of this Agreement.
- IBAN: An IBAN, or International Bank Account Number, is a standard international numbering system developed to identify a bank account.
- KYC: “Know Your Customer” and constitutes our verification of your Personal Details.
- Merchant: A retailer or any other person that accepts your account and E-money.
- Online Account: The area on the Website that allows you to access your account and carry out account-related functions.
- Payment Initiation Service Provider: a third-party payment service provider authorised
by or registered with by the Financial Conduct Authority or
another European regulator to provide an online service to initiate
a transaction at your request on your account.
- Personal Data: The registered personal identity details relating to the use of your
account including (but not limited to) your: name, date of birth, home
address, email address and telephone (landline and/or mobile) number.
Full details of the Personal Data which HelloMe Money processes are set
out in a Privacy policy on the Website.
- Primary Account Holder: The [person or company] who has been issued with the primary
account and who is responsible for the use of all other Additional
accounts in accordance with this Agreement.
- Programme: HelloMe Money
- Programme Manager: HelloMe Limited who are providers of the Programme. Is a company
incorporated in England, United Kingdom under registration No
12541574 with a registered office at 30 Churchill Place, Canary Wharf, E14 5RE
- Scheme: Faster Payments
- Scheme Regulations: The Terms and Conditions of the Scheme which can be found [FPS Rules_v13.2_(Effective 1st March 2019).pdf (fasterpayments.org.uk)].
- Transaction: The use of your account to make (i) A payment, or a purchase of goods
or services from a Merchant where payment is made (in whole or in part)
by use of your account including where payment is made over the
internet, by phone or mail order.
- TPP (Third Party Provider): An account Information Service Provider or a Payment Initiation Service Provider.
- Security Details: A set of personal codes consisting of numbers, letters and symbols which
form a username and password selected by you in order to access your
account.
- Website: www.hellomemoney.com
- We, Us or Our Are:
- i. The Programme.
- ii. The Programme Manager
- iii. Moorwand Ltd. Moorwand Ltd is authorised by the Financial
Conduct Authority under the Electronic Money Regulations 2011
(Register ref: 900709) for the issuing of electronic money and
payment instruments and registered in England & Wales No.
8491211. 9DU. Registered office Irongate House, 28-30 Dukes Place,
London, EC3A 7LP, United Kingdom.
- You or Your: You, the person who has entered into this Agreement with Us by virtue
of your use of the account and any other person you
have authorised to use any accounts in accordance with this Agreement.
Fee & Limits Schedule
Issuing Fees |
Fees |
Account Fee |
£0/€0 |
Fee for each additional account |
N/A |
Loading Fees |
Fees |
Fee for loading account by credit card |
N/A |
Fee for loading account by debit card |
£0/€0.00 |
Fee for loading the account by cash |
N/A |
Fee for loading the account by electronic / bank transfer |
£0.00/€0.00 |
Using your account |
Fees |
Faster Payments Transaction Fee (Inbound) |
£0.00/€0.00
|
Faster Payments Transaction Fee (Outbound) |
£0.99/€0.99
|
Other fees |
Fees |
Recall investigation |
£100/€100
|
Redemption fee |
£50/€50
|
Recurring Fees |
Fees |
Monthly account fee* |
N/A
|
Inactivity Fee |
Fees |
Inactivity Fee (after 6 months of no activity) |
£20/€20
|
Closing of account |
£70/€70
|
Limit Type |
Frequency |
Fees |
Min. Initial Load Value |
Per transaction |
£1/€1 |
Max. Load Value |
Per transaction |
£4,999/€4,999 |
Max. Load Value |
Within 24 hours |
£4,999/€4,999 |
Max. Load Number |
Within 24 hours |
3 |
Max. Load Value |
Per month |
£5,000/€5,000 – £10,000/€10,000
(Supporting doc may be
required)
|
Max. Load Number |
Per month |
100 |
Max. Load Value |
Per year |
£60,000/€60,000 – £120,000/€120,000
(Supporting doc may be
required)
|
Max. Load Number |
Per year |
1000 |
Max. Total Payout |
Per account |
£5,000/€5,000 transaction |
Max. Total Balance |
Per account |
£10,000/€10,000 |