Hiten Card Terms and Conditions

These Terms and Conditions apply to your Hiten Card, please read them carefully. By activating your Hiten Card you are agreeing to these Terms and Conditions.

Definitions:

‘ Hiten Card Number’- 16-digit unique personal card number found on the front of Your Card, otherwise referred to as the “Card PAN”.
‘Agreement’ - this cardholder agreement, as varied from time to time.
‘Balance’ – value of funds loaded onto Your Card and available for use.
‘ATM’ – automated teller machine or cash dispenser bearing the MasterCard® acceptance mark.
‘Card’ – any Hiten Card Prepaid MasterCard® issued to You under this agreement.
‘Customer Services’ – the contact centre for dealing with requests and issues for services relating to Your Card.
‘MasterCard International’ – MasterCard Worldwide whose head office is at 2000 Purchase Street, Purchase, New York 10577, USA.
"We", "Us" or "Our" - means Newcastle Building Society or White-Eagle (Europe) Plc (White Eagle) acting on its behalf
‘Merchant’ – a retailer, or any other person, firm or corporation that accepts cards, which displays the MasterCard® acceptance mark
‘Cardholder’ – the person entering the agreement with Us.
‘PIN’ – personal identification number for use with the Card.
‘Reload’ or 'Load' - means to top up or add money to Your Card balance.
‘Transaction’ – a retail sale, cash back or an ATM cash withdrawal completed by You using the Card.
‘Website’ – www.hitencard.com a website address allowing you to access your personal card information.
‘Hiten Card’ – the Hiten Card Prepaid MasterCard®.
‘You, Your’ – the cardholder.

1. Fees, Limits and Charges

1.1 All Fees and Charges relating to your Hiten Card are detailed under section 18 of these Terms and Conditions of which they form an integral part.

2. Purchasing a Hiten Card

2.1 To apply for a Hiten Card, you must be at least 18 years old and be resident in the United Kingdom.
2.2 We reserve the right to suspend a Hiten Card or specific Hiten Card facilities at any time for good reason.
2.3 We may update/amend these Terms and Conditions with 30 days advanced notice in the case of a detrimental change and within 30 days if a minor change by posting details of such changes on the Hiten Card website, www.hitencard.com You should regularly check this website to update yourself of any such changes. By continuing to use the Card after such changes have taken effect, You are signifying Your acceptance to be bound by such new/amended Terms & Conditions. If You do not wish to be bound by such new/amended Terms and Conditions, You should cease using Your Card immediately.
2.4 The Card remains the property of Newcastle Building Society.

3. Activation of your Hiten Card

3.1 Instructions on how to activate Your Card are available online at www.hitencard.com
3.2 By activating Your Hiten Card You are agreeing to these Terms and Conditions.
3.3 We reserve the right to refuse to activate a Hiten Card for good reason.
3.4 We reserve the right to terminate this agreement immediately if You do not load and activate Your Hiten Card within 30 days of purchase or We suspect that You have provided false information, or are involved in criminal activities

4. Using Your Hiten Card

4.1 You can use Your Hiten Card, accompanied with Your PIN to withdraw cash from ATMs. A withdrawal fee will apply (see Fees Summary). You may also be subject to any applicable fees, surcharges, rules and regulations of the relevant ATM, or other financial institution or association. It is Your responsibility to check any additional fees or surcharges prior to processing Your transaction. White Eagle will not refund fees or charges for using such ATM machines. The maximum amount You may withdraw per day via an ATM is £250. Once We have successfully verified Your identity You will be able to withdraw a maximum of £250 per day subject to sufficient funds being available on Your Card.
4.2 You can use Your Hiten Card to purchase goods and services from merchants subject to sufficient funds being available on Your Card and the merchant being able to obtain authorisation online. Please note that certain retail outlets e.g. restaurants and petrol stations may increase the authorisation amount before Your transaction is approved. From time to time We may also impose controls on the use of Your Hiten Card in specific market sectors.
4.3 If You use Your Hiten Card to make a purchase or cash withdrawal in a currency other than British Pounds Sterling, the transaction will be converted to British Pounds Sterling at Our applicable exchange rate at that time.
4.4 It is Your responsibility to regularly check the balance of Your Card and You must not spend more money than You have on the Card. Any attempt to do so may be treated as a fraudulent act.
4.5 Your Hiten Card can only be used at merchants where authorisations for transactions is real time and online. Do not allow Your transactions to be manually processed using a “Zip-Zap” or “Click-Clack” machine.
4.6 Some merchants may not accept your Hiten Card; it is advisable to check before making Your purchase. We will not accept any liability in the event that a merchant refuses to accept Your Hiten Card.
4.7 We reserve the right to authorise amounts higher than the value of Your transactions to enable us to correctly reconcile all transactions on Your Card. The amount ultimately charged to Your Card will reflect the correct settled amounts including fees and charges set out herein and as amended from time to time.
4.8 There is no online protection for Internet purchases and no protection for Mail or Telephone order transactions. Where the Card is used in such situations and there is an un-resolvable dispute You may be liable for the transaction.

5. Loading and Reloading your – Hiten Card

5.1 You may load Your Card with cash via the national network of Post Offices, PayPoint Agents or via a bank transfer (UK and international banks), fees apply for each method, (please see Fees Summary for further detailed information). Additional information regarding loading Your Card can be located online at www.hitencard.com. The minimum load amount is £25.
5.2 Unless We advise You otherwise, You may reload Your Card with a maximum single amount of £499 via a PayPoint Agent and £1000 by bank transfer. You will be able to load a maximum amount of £1,500 at any one time (please see Fees Summary for further detailed information), although the maximum balance on Your card can not exceed £3,000 at any time.
5.3 We reserve the right to decline any reloads, and to vary the limits relating to the amounts that can be loaded.
5.4 Cash loaded via a PayPoint Agent should typically be available on Your Card within 2 hours. Loading by a bank transfer (including wage payments) can take up to 3 business days to become available for use, please see www.hitencard.com for details.
5.5 Funds on Your Card will not earn interest.
5.6 This Card is intended for personal use only and We reserve the right to suspend services where We believe non-personal or business payments are received.

6. Keeping Your Hiten Card & PIN Safe

6.1 You should treat Your Hiten Card like cash. If it is lost or stolen, You may lose some or all of the money loaded onto Your Hiten Card, in the same way as if You lost cash in your wallet or purse. As a result, You must keep Your Hiten Card safe and do not allow anyone else to use it. You may change your PIN at most UK ATM facilities.
6.2 You must keep Your PIN safe, this means:

when You receive Your PIN, You must memorise it.
You must keep Your PIN a secret at all times;
You must NOT disclose Your PIN to anyone.
You must not write Your PIN anywhere;
You must not use Your PIN if someone else can see You entering the PIN into an ATM or POS terminal.

6.3 If You suspect that someone else knows Your PIN, You should contact Customer Services immediately.
6.4 If You have forgotten Your PIN You must contact Customer Services, who will process a replacement PIN for You.
6.5 You and any additional cardholders must keep Your Hiten Card and its details secure, this means:

not giving Your Hiten Card to anyone, including bar and waiting staff
not wilfully damaging or bending Your Hiten Card;
always keep Your Hiten Card in a safe place
do not use Your Hiten Card on websites that do not have recognised secure site certificate.

7. Reporting a Lost or Stolen Hiten Card

7.1 You should call Us immediately on +44 (0) 207 081 0833 if:

Your Hiten Card is lost; or
Your Hiten Card is stolen; or
You believe that Your Hiten Card is being used in a manner not authorised by You.

7.2 You will be asked to provide Your Hiten Card Number and other personal details to assist our staff to verify that they are talking to the actual Card holder. You may also be required to assist Us, Our agents or the Police if Your Hiten Card is lost or stolen or we suspect that Your Hiten Card is being misused.
7.3 At the point that You report that Your Hiten Card has been lost or stolen We will immediately cancel that Card and automatically issue a new Card to You, which will be sent to Your registered address. The balance on the lost/stolen Card will be transferred onto the replacement Card (A fee applies for this service, please see the Fees Summary for further details).
7.4 If We know of, or suspect or wish to prevent misuse of Your Hiten Card We may, without notice:

Refuse to approve a transaction
Cancel or refuse Your right or a cardholder’s right to use the Hiten Card for all or any purposes.
Refuse to replace the Hiten Card.

These Terms and Conditions will continue to apply, even if We effect any of the above. We will not be responsible for, nor incur liability for, any loss or damage suffered by You or an additional cardholder.

8. Reporting Transaction Disputes

8.1 If You believe that any of the transactions on Your Hiten Card were unauthorised or incorrectly posted to Your card, You must notify Us immediately by telephoning our Customer Services Dept, followed by confirming, in writing, the full details of the transaction(s) disputed and the reasons for disputing the transaction(s). We will attempt to assist You (subject to 9.2 below) with any qualifying dispute under the MasterCard® scheme regulations. We may not be able to assist You if the disputed transactions have taken place more than 30 days prior to You notifying our Customer Services Dept of the dispute.
8.2 It is Your responsibility to resolve a transaction dispute with the merchant before contacting Customer Services, furthermore it is Your responsibility to satisfy Customer Services that You have made all efforts to do so and to provide such evidence to Us to support this.
8.3 We will not refund any monies to You if You have not taken the precautions set out in these Terms and Conditions, in particular keeping Your PIN and Hiten Card safe.
8.4 You will not receive a refund until our investigation is complete. If the disputed transaction is refunded to Your card, it may later be deducted from Your card if we receive information that proves that the transaction was genuine and correct. If our investigations discover that the disputed transaction was genuine and originated by You directly or indirectly we will charge You an investigation fee of £25.00.

9. Advising Changes of Name or Address

9.1 It is Your responsibility to notify Us within 14 days of any changes to Your or any additional cardholder’s name, address and any other applicable contact details, such as email address or contact telephone number, so that our records are accurate and reflect Your current position. You will be liable for any loss or fraud that directly results from any failure to advise Us of a change in Your details.
9.2 In the first instance You can notify our Customer Services Dept via telephone of any such changes, however You are required to also confirm any such change in writing to Customer Services.

10. Card Cancellation, Your right to terminate

10.1 You have the right to withdraw from this agreement without cause and without penalty, for a period of 14 days from the date of the first load of funds onto Your Card. Please note this will not entitle You to a refund of any transactions You have made or for any incurred charges, including foreign currency transactions. In order to cancel the use of Your Card, You are required to request this in writing to our Customer Services Dept.
10.2 You are liable for all transactions and fees on Your card until such time as We receive Your written notice of cancellation along with Your Hiten Card. When returning Your Hiten Card it is Your responsibility to destroy the Card (by way of cutting the card into small pieces) before returning it to Us. Once all transactions and fees have been deducted, any balance on Your Card will be returned to You. A fee will apply (see Fees Summary) for this service.
10.3 If Your Card has not been used for any form of transaction for a period of at least one year and has a zero balance, We reserve the right to cancel Your Card forthwith. We will make best endeavors to contact You prior to this action being taken.
10.4 If Your Card is misused We reserve the right to suspend or cancel Your Card without further notice.
10.5 All refunds will normally be sent to You by cheque within 7 days of Us being satisfied that a refund is due to You.

11. Protecting Your Personal Data

11.1 We will process personal data in order to open, administer and run Your Card and to deal with any enquiries You have about it.
11.2 If We suspect that We have been given false or inaccurate information, We may record our suspicion together with any other relevant information.
11.3 If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies to prevent fraud and money laundering. Further details explaining how the information held by fraud prevention agencies may be used can be obtained by contacting Customer Services.
11.4 White Eagle (Europe) Plc is the data controller of personal data. They collect data for marketing purposes as set out in 11.8 and 11.9 below. White Eagle may use third parties to process personal data on its behalf including contracted third parties outside the EEA. By submitting Your registration details You consent to Your personal data being transferred outside of the EEA and disclosed to such third party processors.
11.5 Personal data may also be transferred confidentially to other organisations within Newcastle Building Society and the White Eagle group of companies so that we can effectively manage Your Card.
11.6 We will monitor and/or record telephone conversations We have with You, or Your additional cardholders, to help us maintain and improve the quality of Our service or as required by applicable law.
11.7 We may verify the personal information given by You with a number of fraud prevention agencies and other relevant organisations, furthermore We may source information about You from other recognised agencies in order to verify Your identity, a record of such enquiries may be left on Your file.
11.8 With Your consent, or upon Your request, We may use the information You provide, such as Your mobile phone number and email address to provide balance updates and transaction alerts.
11.9 We will seek Your express consent prior to allowing any third party to contact You by email or mobile phone regarding any offers that they believe will be of interest to You.
11.10 We may contact You by telephone, email, SMS or mail, about other products and services provided by White Eagle, if You no longer wish to receive information about products or services from White Eagle then please contact Customer Services.
11.11 You have the right, on payment of a fee, to receive details of the personal data we hold about You, please contact Customer Services should you wish to take advantage of this service.
11.12 See www.hitencard.com for full details and any applicable terms relating to any White Eagle promotions that are offered from time to time.

12. Liability

12.1 We will not be responsible for any loss which You may suffer as a result of any events deemed to be beyond our reasonable control, including but not limited to, defects relating to the Hiten Card that stops or delays Us from doing something that We are supposed to do under these Terms and Conditions.
12.2 If You are directly affected by an event that was deemed to be under our control, we will only be responsible for the financial loss You suffer as a direct result of our error, up to a maximum of the balance on Your Card and not for any other loss whatsoever, whether direct or consequential (for example, loss of reputation).
12.3 If it is proven that You have acted fraudulently You will be liable for all losses on Your Card, if You act without reasonable care which results in financial losses, You will be both responsible and liable for those losses.
12.4 Provided You have complied fully with these Terms and Conditions, have not acted fraudulently or without reasonable care, You will not be liable for any fraudulent transactions or fees incurred on Your Card.
12.5 In the event that You or any additional cardholders fail to use Your Hiten Card in accordance with these Terms and Conditions or We find that You are using the Hiten Card fraudulently We reserve the right to charge You for all reasonable costs that We incur in taking action to stop You using Your Hiten Card and to recover any monies owed as a result of Your activities.
12.6 We accept no responsibility or liability for the goods or services that You purchase with Your Hiten Card.
12.7 We accept no responsibility or liability for a merchant refusing to honour a transaction on Your Hiten Card or failing to cancel an authorisation.
12.8 From time to time Your ability to use Your Hiten Card may be interrupted, e.g. when We carry out routine and preventative maintenance. If this happens, You may be unable (a) to use Your Hiten Card to pay for purchases or obtain cash from ATMs, (b) to reload Your card, and/or (c) to obtain information about the funds available on Your card and/or about your recent Hiten Card transactions.
12.9 The Financial Services Compensation Scheme is not applicable for the – Hiten Card. No other compensation schemes exist to cover losses claimed in connection with this Prepaid Card. 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.

13. Who is operating my Hiten Card?

Your Card service is provided by White Eagle (Europe) Plc and Your Card is held with and issued by the Newcastle Building Society, which is authorised as a deposit taking institution and e-money issuer in the UK by the Financial Services Authority and is entered in the FSA’s register under number 156058. Their Principal Office is Portland House, New Bridge Street, Newcastle upon Tyne, NE18AL. Your Hiten Card will be operated on their behalf by White Eagle whose address is PO BOX 1294, Loudwater, High Wycombe, HP10 9TG

14. What happens when my Hiten Card expires?

14.1 We will contact You, before the expiry date on Your Card
14.2 We reserve the right to decline a request by You to issue a replacement Hiten Card.
14.3 We will charge You a fee for any replacement Card issued (see Fees Summary).
14.4 You will be charged a cancellation fee in the event that you request a refund of the remaining funds on Your Card once Your Hiten Card has expired (see Fees Summary).

15. How will I be informed of any changes to these Terms & Conditions?

We reserve the right to change and amend these Terms and Conditions. All changes, including changes to figures and the Fees Summary, will be posted on Our website, www.hitencard.com . If We make any other material changes We will notify You by publishing such changes on Our website from time to time, or We may contact You by email, post, or SMS, except in exceptional circumstances. If You are significantly disadvantaged by any such change You may cancel Your Hiten Card in accordance with Our cancellation policy (see section 10). In such circumstances and at Our discretion, You will not be charged a cancellation fee.

16. What Law Applies?

16.1 English Law applies to these Terms and Conditions and English Courts will officiate over any legal proceedings between the Parties.
16.2 Your Card is subject to regulatory supervision by the Financial Services Authority.

17. What if I have a complaint?

17.1 If You are unhappy with the way that Your Card is being managed You should contact Customer Services so that We can investigate the circumstances as soon as possible. A copy of our complaints procedure is available on request.
17.2 If We are unable to resolve any complaint through our internal complaints procedure, you may contact the Financial Ombudsman Service at:

South Quay Plaza, 183 Marsh Wall, London E14 9SR
Telephone: 0845 080 1800
Email: enquiries@financialombudsman.org.uk

By using Your Hiten Card You agree to the Card load and spend limits, and to pay all applicable fees that We will charge You for using Your Card.

18. Fees Summary

hiten Primary Card


Summary Box
The information contained in this table summarises the key product features and is not intended to replace any Terms and Conditions.


On Application
Card Purchase	Purchase Fee £9.95 This is the purchase cost of a single Instant Issue Card. (Companion cards can be added at £9.95 per additional card)
Limits	Card to Card Transfer 2.00 % The transfer of funds from a Primary to a companion card Minimum Top-up £10.00 Maximum Top-up £1500.00 Maximum Top-up per day £2500.00 Website Debit Card load £1.00 The fee for loading using a debit card
Usage restrictions For full details please refer to the Terms & Conditions	Maximum Card Balance Maximum Daily Spend/Refund Maximum ATM withdrawal £250.00 Maximum of 2 Top-ups per day (upto a combined total of £2500) Card validity maximum 24 months.


Ongoing Features
Transaction Fees	Cash over the counter (UK) Fee for cash over a bank counter in the UK £4.50 Cash over the counter (overseas) Fee for cash over a bank counter outside of the UK 2.00 % Minimum: £4.00, Maximum: £10.00 Point of Sale payment (UK) Fee for card transactions from POS terminals in the UK £0.00 Point of Sale payment (overseas) Fee for card transactions from POS terminals located outside of the UK £0.50
Cash withdrawal Fees	FX Handling Fee The foreign exchange fee charged for all transactions outside of the UK. MasterCard prevailing rate also applies (For the MasterCard rate applicable please use our FX currency converter) 2.75 % ATM withdrawal (UK) ATM withdrawal from a machine located in the UK 1.50 % Minimum: £1.00, Maximum: £3.75 ATM withdrawal (overseas) ATM withdrawal from a machine located outside of the UK 3.00 % Minimum: £2.00, Maximum: £7.50
Enquiry Fees	IVR Transfer to customer service agent (per call) By Phone (9am -6pm, Monday to Friday except bank holidays) £1.00 Customer service email enquiries £0.00 Check balance and recent transactions online £0.00 Balance enquiry / Transaction history via sms £0.25 Balance enquiry / Transaction history via IVR £0.50 Transfer via sms £0.00 Block/Unblock via SMS £0.25
Top-up fees and limits	Paypoint Load Fee (Max £499) The charge made for a load at any paypoint terminal 3.00 %
Service fees	Monthly Service charge (Primary Card) The Fee charged for the monthly management of the card,The fee provides access to all offers and services. Charged after first month. £4.95
Replacement card fees	Card Renewal Fee The fee applied for the renewal of a card £9.95 Card Damaged Replacement Fee The fee applied when replacing a damaged card £9.95 Lost/stolen card replacement The fee charged to replace a lost or stolen card £9.95


Closure
Cancellation or Redemption	Administration Fee The charge made for processing the cancellation of a card £10.00 Refund Fee The charge made for processing the cancellation of a card £10.00
Expiry	Card valid for up to 24 Months


The information contained in this table summarizes key product features and is not intended to replace any terms and conditions.

hiten Companion card


Summary Box
The information contained in this table summarises the key product features and is not intended to replace any Terms and Conditions.


On Application
Card Purchase	Purchase Fee £9.95 This is the purchase cost of a single Companion card
Limits	Minimum Top-up £10.00 Card can only be topped up from a Primary Card Maximum Top-up £1500.00 Card can only be topped up from a Primary Card Maximum Top-up per day £2500.00 Card can only be topped up from a Primary Card
Usage restrictions For full details please refer to the Terms & Conditions	Maximum Card Balance Maximum Daily Spend/Refund Maximum ATM withdrawal £250.00 Maximum of 2 Top-ups per day (upto a combined total of £2500) Card validity maximum 24 months.


Ongoing Features
Transaction Fees	Cash over the counter (UK) Fee for cash over a bank counter in the UK £4.50 Cash over the counter (overseas) Fee for cash over a bank counter outside of the UK 2.00 % Minimum: £4.00, Maximum: £10.00 Point of Sale payment (UK) Fee for card transactions from POS terminals in the UK £0.00 Point of Sale payment (overseas) Fee for card transactions from POS terminals located outside of the UK £0.50
Cash withdrawal Fees	FX Handling Fee The foreign exchange fee charged for all transactions outside of the UK. MasterCard prevailing rate also applies (For the MasterCard rate applicable please use our FX currency converter) 2.75 % ATM withdrawal (UK) ATM withdrawal from a machine located in the UK 1.50 % Minimum: £1.00, Maximum: £3.75 ATM withdrawal (overseas) ATM withdrawal from a machine located outside of the UK 3.00 % Minimum: £2.00, Maximum: £7.50
Enquiry Fees	IVR Transfer to customer service agent (per call) By Phone (9am -6pm, Monday to Friday except bank holidays) £1.00 Customer service email enquiries £0.00 Check balance and recent transactions online £0.00 Balance enquiry / Transaction history via sms £0.25 Balance enquiry / Transaction history via IVR £0.50 Transfer via sms £0.00 Block/Unblock via SMS £0.25
Top-up fees and limits
Service fees	Monthly Service charge (Companion Card) The Fee charged for the monthly management of the card,The fee provides access to all offers and services. Charged after first month. £0.50
Replacement card fees	Card Renewal Fee The fee applied for the renewal of a card £9.95 Card Damaged Replacement Fee The fee applied when replacing a damaged card £9.95 Lost/stolen card replacement The fee charged to replace a lost or stolen card £9.95


Closure
Cancellation or Redemption	Administration Fee The charge made for processing the cancellation of a card £10.00 Refund Fee The charge made for processing the cancellation of a card £10.00
Expiry	Card valid for up to 24 Months


The information contained in this table summarizes key product features and is not intended to replace any terms and conditions.

*Some ATMs may charge an additional fee and should advise You before You confirm the transaction.

All fees and charges are reviewed from time to time and our Terms and Conditions updated. Please ensure that You check Our website regularly for any changes and updates. Hiten Card reserves the right to update its fees and charges for promotional and commercial reasons.
Telephone calls to Hiten Card customer services on +44 (0) 207 081 0833, may be recorded.
These Terms and Conditions were published on December 1st, 2008 and may be updated from time to time. Please check the website frequently.

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