Call Us

1300 774 562

Conditions of Use

(Valid from 30 September 2013)

1. BEFORE YOU USE YOUR VISA PREPAID CARD AND INTRODUCTION

Please read these Conditions of Use. They apply to:

  • all transactions initiated by you through an Electronic Banking Terminal (which in these Conditions of Use refers to eftpos devices and ATMs) by the combined use of your Visa Prepaid Card and a Personal Identification Number (PIN); and
  • all other transactions (including telephone and internet transactions) effected with the use of your Visa Prepaid Card.

The first time that you activate your Visa Prepaid Card you will be requested to agree to abide by these Conditions of Use. Therefore, these Conditions of Use should be read carefully. We suggest that you seek advice if you do not understand any of the information contained within these Conditions of Use or how they apply to you. Once you accept these Conditions of Use, they will apply to the use of your Visa Prepaid Card.

If you fail to properly safeguard your Visa Prepaid Card and PIN you may increase your liability for unauthorised use (refer to paragraph 17 for a list of circumstances where you may be held liable for unauthorised use of your Visa Prepaid Card).

Words that are capitalised in these Conditions of Use are defined in paragraph 25 below.this is

2. CARD ISSUER AND DISTRIBUTOR

Your Visa Prepaid Card is issued to you by Indue Limited ABN 97 087 822 464 (“Indue“), at the request of SRG Financial Solutions Pty Ltd ABN 47 111 739 087 trading as SRG Finance (“Distributor“). Indue is an authorised deposit-taking institution and a member of Visa and has appointed the Distributor as a third party agent of Indue.

By accepting these Conditions of Use, you are entering into a contract with Indue. Indue as the issuer of your Visa Prepaid Card is responsible for effecting settlement of all transactions that may arise as a result of you using your Visa Prepaid Card in accordance with the terms set out in these Conditions of Use.

The Distributor is the distributor and promoter of your Visa Prepaid Card. The Distributor is also responsible for providing certain cardholder services to you. These services include providing you with your Visa Prepaid Card, arranging for replacement prepaid cards to be issued to you in accordance with the terms of these Conditions of Use, providing lost and stolen services and assisting you with any enquiries you may have regarding your use of your Visa Prepaid Card.

3. SIGNING YOUR VISA PREPAID CARD

You agree to sign your Visa Prepaid Card as soon as you receive it and before using it, as a means of preventing unauthorised use.

4. THE VISA PREPAID CARD

The Visa Prepaid Card is a Visa Reloadable card.

The Visa Prepaid Card allows purchases and payments to be made wherever Visa prepaid cards are accepted, if a sufficient Value is stored on the Visa Prepaid Card. The Visa Prepaid Card can be used to withdraw cash at ATMs. Some merchants may choose not to accept Visa prepaid cards. You should always check with the merchant that it will accept the Visa Prepaid Card before you attempt to purchase any goods or services.

You acknowledge and agree that you will not earn any interest on any Value that is stored on your Visa Prepaid Card from time to time.

Indue will debit (deduct) against the Value any transaction you authorise using your Visa Prepaid Card.

Indue will (in the first instance) consider a transaction as having been authorised by you when:

  • you conduct an Electronic Transaction;
  • your Visa Prepaid Card is used to conduct an Electronic Transaction; or
  • your Visa Prepaid Card is presented to a merchant (or someone else on behalf of a merchant) in a way acceptable to Indue and the Distributor, such as over the telephone or internet.

Fraudulent transactions can occur on your Visa Prepaid Card. Where you advise Indue or the Distributor that a transaction that has been debited (deducted) is fraudulent, unauthorised or disputed, Indue or the Distributor will investigate and review that transaction in accordance with paragraph 20 of these Conditions of Use.

5. ACTIVATING THE CARD

After successful application for a Visa Prepaid Card, you will be required to activate your Visa Prepaid Card before being able to use your Visa Prepaid Card.

To activate your Visa Prepaid Card you will need to go online at www.srgfinance.com.au/card and follow the prompts.

6. PERSONAL IDENTIFICATION NUMBER (PIN) SECRECY

If you fail to properly safeguard your Visa Prepaid Card or PIN, you may increase your liability for unauthorised use (refer to paragraph 17 below for a list of circumstances where you may be held to be liable for an unauthorised transaction). We therefore strongly recommend that:

  • you not record your PIN on your Visa Prepaid Card or on anything with or near your Visa Prepaid Card;
  • you not tell anyone your PIN and try to prevent anyone else from seeing your PIN;
  • you try to prevent anyone else seeing you enter your PIN into an Electronic Banking Terminal; and
  • if you think that your PIN has become known to someone else, you must notify the Distributor or Indue immediately.

If you forget your PIN, you are able to reset it by going online to www.srgfinance.com.au/card and following the prompts (refer to paragraph 8 below). If an incorrect PIN is entered three times when a transaction is attempted using the Visa Prepaid Card, it will be temporarily suspended for up to 24 hours.

7. IMPORTANT POINTS TO REMEMBER TO SAFEGUARD YOUR VISA PREPAID CARD

Important things you should consider:

  • no-one from Indue, the Distributor or any merchant will ever ask you for your PIN, therefore you should never disclose it to anyone either verbally, in writing or electronically;
  • do not access Indue or the Distributor’s website via an email link embedded in an email. Always access the website directly from your internet browser;
  • maintain up-to-date anti-virus software and a firewall on your computer;
  • examine your Visa Prepaid Card activity regularly to identify and report, as soon as possible, any instances of unauthorised use;
  • sign your Visa Prepaid Card immediately when you receive it;
  • never lend your Visa Prepaid Card to anyone;
  • don’t choose a PIN that is easily identified with you, e.g. your birth date, an alphabetical code which is a recognisable part of your name or your car registration;
  • don’t choose a PIN that is merely a group of repeated numbers;
  • never leave your Visa Prepaid Card unattended, e.g. in your car or at work;
  • immediately report the loss, theft or unauthorised use of your Visa Prepaid Card (refer to paragraph 8 below); and
  • for security reasons, on the Expiry Date, destroy your Visa Prepaid Card by cutting it diagonally in half.

Refer to paragraph 17 below for a list of circumstances where you may be held to be liable loss caused by unauthorised transactions. Any liability for losses resulting from unauthorised transactions will be determined in accordance with paragraph 17 below, rather than the security measures listed above, which are guidelines only.

8. REPORTING THE LOSS OR THEFT OF YOUR VISA PREPAID CARD

By Website

If you believe your PIN record has been lost or stolen or your PIN has become known to someone else, you should IMMEDIATELY logon to www.srgfinance.com.au/card and select “change your PIN”, and follow the prompts.

If you believe your Visa Prepaid Card has been lost or stolen, you should IMMEDIATELY logon to www.srgfinance.com.au/card and select “lost and stolen card” and follow the prompts. This will place a stop on your Visa Prepaid Card.

By Telephone

Alternatively, if you believe your Visa Prepaid Card or PIN record has been lost or stolen, or your PIN has become known to someone else, you should IMMEDIATELY report this by contacting the Distributor on 1300 744 5626

Notification Requirements

If the website referred to above or the Distributor’s phone number is not operating when you try to use it for notification purposes, any losses occurring due to non-notification whilst the website or phone number is non-operational will be the liability of Indue and the Distributor. To avoid further losses you are required to continue to try to contact the Distributor or provide notification of your lost or stolen Visa Prepaid Card via the website or the phone number referred to above.

Providing you continue to try to use reasonable endeavours having regard to your own individual circumstances to notify Indue or the Distributor, Indue and the Distributor will continue to be liable for any loss occurring on your Visa Prepaid Card. If you do not try to notify us as is reasonable having regard to your own individual circumstances, then you may become liable for any losses occurring on your Visa Prepaid Card in accordance with paragraph 17 below.

Procedure – Card Suspension

After a stop has been placed on your Visa Prepaid Card, you will not be able to, and you must not attempt to, use your Visa Prepaid Card until you have spoken with the Distributor to reactivate or replace your Visa Prepaid Card (even if you have found your Visa Prepaid Card).

In some circumstances, your Visa Prepaid Card may be used for store purchases which are below Floor Limits and where no electronic approval is required. If you use your Visa Prepaid Card after a stop has been placed on your Visa Prepaid Card, you will be liable to Indue for the Value of any transaction as well as any reasonable costs incurred by Indue in collecting the amount owing.

Procedure – Card Replacement

The Distributor will use its best endeavours to contact you within 24 hours of the next Business Day from when you placed a stop on your Visa Prepaid Card to arrange either a replacement card to be issued to you or for your Visa Prepaid Card to be reactivated in circumstances where you have found it.

Once a replacement Visa Prepaid Card is issued to you, the Value remaining on your lost or stolen Visa Prepaid Card will be transferred to your new Visa Prepaid Card less any unauthorised transactions for which you are liable (refer to paragraph 17 for a list of circumstances where you may be held liable for unauthorised transactions).

You must give the Distributor a reasonable time to arrange cancellation and the issue of a replacement Visa Prepaid Card.

9. USING YOUR VISA PREPAID CARD

When using your Visa Prepaid Card to complete an Electronic Transaction, press the “CR” button on the relevant terminal. If you press the “SAV” or “CHQ” button, the transaction may be declined.

Your Visa Prepaid Card may be equipped with Visa payWave functionality. If so, your Visa Prepaid Card may be used to pay for transactions that are under $100.00 by using the Visa payWave functionality at Visa payWave participating merchants. Before authorising a Visa payWave transaction by waving your Visa Prepaid Card over the merchant’s enabled Visa payWave terminal, you must check that the correct amount is displayed on the Visa payWave terminal. If your transaction exceeds $100.00, you will be required to enter your PIN.

The Visa Prepaid Card cannot be used to make or complete a transaction that exceeds the Value that is stored on your Visa Prepaid Card from time to time. Any attempted transaction that you make that is in excess of the Value stored on your Visa Prepaid Card at that time will be rejected.

The Visa Prepaid Card may be used as many times as desired as long as the necessary Value is available, the Expiry Date has not been reached and the Visa Prepaid Card has not been suspended or cancelled.

Indue and the Distributor do not warrant or accept any responsibility if a merchant’s Electronic Banking Terminal does not accept your Visa Prepaid Card. You should always check with the relevant merchant that it will accept your Visa Prepaid Card before purchasing any goods or services.

Neither Indue nor the Distributor is responsible in the event that you have a dispute regarding the goods or services purchased using your Visa Prepaid Card. In the first instance, you should contact the merchant directly. If you cannot resolve the dispute with the merchant, the Distributor and Indue have the ability in certain circumstances to investigate disputed transactions on your behalf (refer to paragraph 20 below for a list of the circumstances when Indue and the Distributor can investigate a disputed transaction) and attempt to obtain a refund for you.

10. USING YOUR VISA PREPAID CARD OUTSIDE AUSTRALIA

All transactions conducted overseas will be converted into Australian dollars. Transactions will either be converted directly into Australian dollars or will be first converted from the currency in which the transaction was made to US dollars and then converted to Australian dollars by Visa. The conversation rate used is either:

  • a rate selected by Visa from a range of rates available in wholesale currency markets for the applicable processing date, which may vary from the rate Visa receives; or
  • the government-mandated rate in effect for the applicable processing date.

A Currency Conversion Fee is payable by you when you make a transaction on your Visa Prepaid Card in a currency other than Australian dollars, or you make a transaction on your Visa Prepaid Card in any currency (including AUD) that is processed by a card scheme or billed by the merchant outside of Australia (refer to paragraph 14 below).

11. VERIFIED BY VISA

Your Visa Prepaid Card has been automatically enrolled with Verified by Visa. Verified by Visa is a program designed to authenticate online transactions. This means that when you use your Visa Prepaid Card online to make a purchase at a Verified by Visa Participating Merchant, your identity may need to be validated if the relevant transaction is deemed to be high risk.

A transaction may be deemed high risk if it is for a high value or an irregular purchase based on your previous Visa Prepaid Card transaction history.

In order to validate your identity, you will be asked to answer personal questions which we will match against your personal information that we have obtained from you.

If you are unable to validate your identity after three attempts, you will be unable to complete the transaction and your Visa Prepaid Card will be temporarily suspended from use with all Verified by Visa Participating Merchants. To have your Visa Prepaid Card manually unsuspended, you may contact Distributor on 1300 744 5626 or Indue on 1300 671 801 between 7.00am – 7.00pm Monday to Friday, Saturday 8:00am – 7:00pm, closed Sundays and national public holidays.

If, after your Visa Prepaid Card has been unsuspended, you attempt an online transaction with a Verified by Visa Participating Merchant and again you are unable to validate your identity after three attempts, your Visa Prepaid Card will be indefinitely suspended from use with all Verified by Visa Participating Merchants. To have your Visa Prepaid Card unsuspended, you must contact Distributor on 1300 744 5626 or Indue on 1300 671 801 between 7.00am – 7.00pm Monday to Friday, Saturday 8:00am – 7:00pm, closed Sundays and national public holidays.

Online transactions that are attempted with Verified by Visa Participating Merchants and which are deemed to be very high risk transactions will be automatically declined without asking you to validate your identity. For assistance in these circumstances, contact Distributor on 1300 744 5626 or Indue on 1300 671 801 between 7.00am – 7.00pm Monday to Friday, Saturday 8:00am – 7:00pm, closed Sundays and national public holidays.

Verified by Visa requires use of Microsoft Internet Explorer version 5.5 and above, Netscape Navigator 7.1 and above, Firefox or Safari internet browsers.

12. LIMITATIONS ON THE USE OF YOUR VISA PREPAID CARD

The Visa Prepaid Card must not be used for illegal purposes, including the purchase of goods or services that are banned by any Australian law.

You must not resell your Visa Prepaid Card to any third party.

You cannot use the account number and BSB associated with your Visa Prepaid Card to arrange for any amounts to be debited from your Visa Prepaid Card balance, either by regular direct debits or by using “Pay Anyone” facilities.

You are not able to and you must not attempt to use your Visa Prepaid Card at an eftpos device where that device is classified as an unattended payment terminal. An unattended payment terminal refers to unsupervised terminals. These terminals can include car parking machines, vending machines, transport ticketing devices and self-served kiosks. If you attempt to use your Visa Prepaid Card in an offline environment or at an unattended payment terminal, that transaction will be rejected.

13. LOADING VALUE

By you

To load (add) funds via Direct Credit, use the BSB, your name (which is the name you used when activating your Prepaid Card) and account number that appears on the reverse side of your Visa Prepaid Card.

After you conduct a load, it can take up to 3 Business Days for your funds to be available for use on your Visa Prepaid Card.

By the Distributor

You can arrange for the Distributor to load (add) your cash advance or advance funds onto your Visa Prepaid Card.

Indue is not responsible for loaning or advancing any funds to you. If you have any questions or complaints in relation to the funds that the Distributor has advanced to you, these questions and complaints should be directed to the Distributor.

Loading – General

The total Value that may be loaded (added) onto your Visa Prepaid Card at any one time cannot exceed the Card Limit of $1,000. Any attempted load that would take your Visa Prepaid Card Value over the Card Limit at any one time will be rejected in full. To avoid this Indue and the Distributor recommend that you regularly check your balance online.

14. FEES AND CHARGES

The following standard fees and charges apply. All fees and charges that are set out in this section 14 are inclusive of GST.

If you consider Indue has incorrectly charged you a fee or charge, you may dispute this by contacting the Distributor in the first instance in accordance with section 20. Any fee incorrectly charged by Indue will be reversed by Indue.

Westpac branded ATMs:

ATM withdrawal and balance enquiry: $0.00 per transaction, when you successfully withdraw cash or complete a balance enquiry at a Westpac or St George branded ATM.

ATM Decline fee – Insufficient funds: $0.00 per transaction, when you attempt to withdraw cash from a Westpac or St George branded ATM, but that transaction is declined due to insufficient funds.

We recommend that you always use a Westpac branded ATM, as it is usually cheaper. As at the date of these Conditions of Use, Westpac’s branded ATMs include ATMs that are branded with the Westpac, St George, BankSA or Bank of Melbourne logos.

All Other ATMs (other than Westpac branded ATMs)

ATM Owner’s Fee (if applicable): as displayed on screen at time of withdrawal or balance enquiry transaction (not charged by Indue).

Other Fees

Currency Conversion Fee: 3.5% of the total amount of each transaction, payable and deducted from your Visa Prepaid Card at the same time you make a transaction on your Visa Prepaid Card account in a currency other than Australian dollars, or you make a transaction on your Visa Prepaid Card in any currency (including AUD) that is processed by a card scheme or billed by the merchant outside of Australia. 1.0% of the total amount of each such transaction is payable to Visa as a currency conversion charge and the remaining 2.5% of the total amount of each such transaction is an administration fee payable to Indue.

15. CARD EXPIRY

The Visa Prepaid Card is valid until the Expiry Date. You must use all available Value by the Expiry Date to ensure you receive the benefit of the Value.

Prior to the Expiry Date, you may contact the Distributor and request that a new Visa Prepaid Card be distributed to you. In these circumstances you will not be charged a fee associated with transferring any Value remaining on your existing Visa Prepaid Card to the new Visa Prepaid Card.

Otherwise, prior to the Expiry Date you may contact the Distributor and request that the Value be transferred by electronic funds transfer to your nominated bank account. In these circumstances, an Account Closure Fee will be charged and deducted from the Value remaining on your Visa Prepaid Card (refer to paragraph 14). We will arrange for the Value remaining on your Visa Prepaid Card to be paid to you in the manner requested by you to the Distributor (i.e. by electronic funds transfer).

If you have not made prior arrangements before the Expiry Date of your Visa Prepaid Card, then on the Expiry Date we will stop your Visa Prepaid Card.

If on the Expiry Date Value remains on your Visa Prepaid Card, then we will arrange for the Distributor on our behalf to make reasonable attempt to contact you to arrange for the Value remaining on your Visa Prepaid Card to be returned to you by electronic funds transfer to your nominated bank account.

If after 6 months after the Expiry Date the Distributor (on Indue’s behalf) has not been able to contact you after reasonable enquiries have been made in order for us to return the Value remaining on your Visa Prepaid Card to you, then all funds held will be forfeited to us. If you subsequently contact us within two (2) years after the Expiry Date and request a refund, we will refund the remaining value owing to you.

You must not use your Visa Prepaid Card after the Expiry Date shown. In some circumstances your Visa Prepaid Card may be used for store purchases which are below Floor Limits and where no electronic approval is required or transactions on your Visa Prepaid Card may be processed manually. If you use your Visa Prepaid Card after the Expiry Date in these circumstances then you will be liable to Indue for the Value of any transaction as well as any reasonable costs incurred by Indue in collecting the amount owing.

16. CANCELLATION OF YOUR CARD

The Visa Prepaid Card always remains the property of Indue.

Indue or the Distributor may cancel and demand the return of the Visa Prepaid Card issued to you at any time:

  • for security reasons and to protect the remaining Value where the Visa Prepaid Card has been or is reasonable suspected by Indue to have been compromised and such compromise has been caused directly by you or third parties; or
  • if you breach these Conditions of Use and that breach is of a serious nature.

If these circumstances arise, Indue (or the Distributor) will notify you that your Visa Prepaid Card has been cancelled.

You may cancel your Visa Prepaid Card at any time by giving Indue or the Distributor notice in writing or by telephone. Prior to the cancellation of your Visa Prepaid Card, you should ensure that you use all Value that is remaining on your Visa Prepaid Card or alternatively, withdraw any Value remaining on your Visa Prepaid Card by visiting an ATM.

If on the Cancellation Date, Value remains on your Visa Prepaid Card then we will arrange for the Distributor on our behalf to make reasonable attempts to contact you to arrange for the Value remaining on your Visa Prepaid Card to be returned to you by either cheque or electronic funds transfer to your nominated bank account.

If after 6 months after the Cancellation Date the Distributor (on Indue’s behalf) has not been able to contact you after reasonable enquiries have been made in order for us to return the Value remaining on your Visa Prepaid Card to you then all funds held will be forfeited to us. If you subsequently contact us within 2 years after the Cancellation Date and request a refund, we will refund the balance to you.

You will continue to be liable to Indue for the value of any withdrawal or debit transaction (other than fraudulent transactions) occurring after the Cancellation Date. In some circumstances your Visa Prepaid Card may be used for store purchases which are below Floor Limits and where no electronic approval is required. If you use your Visa Prepaid Card after the Cancellation Date in these circumstances then you will be liable to Indue for the Value of any transaction as well as any reasonable costs incurred by Indue in collecting the amounts owing.

17. YOUR LIABILITY IN CASE YOUR VISA PREPAID CARD IS LOST OR STOLEN OR IN THE CASE OF UNAUTHORISED USE

  1. You are not liable for any unauthorised use of your Visa Prepaid Card:
    • before you have actually received your Visa Prepaid Card or set your PIN;
    • after you have reported it lost or stolen under section 8;
    • if you did not contribute to any unauthorised use of your Visa Prepaid Card; or
    • if the unauthorised transaction was made using your Visa Prepaid Card information without use of your actual Visa Prepaid Card or PIN.
  2. For the purpose of section 17(1)(a), there is a presumption that you did not receive your Visa Prepaid Card unless the Distributor or Indue can prove, for example by obtaining an acknowledgement of receipt from you, that you received the Visa Prepaid Card.
  3. For the purpose of section 17(1)(c), we will undertake an assessment to consider whether you have contributed to any loss caused by unauthorised use of your Visa Prepaid Card. This assessment will include a review of whether you:
    • voluntarily disclosed your PIN to anyone, including a family member or friend;
    • voluntarily allowed someone else to observe you entering your PIN into an Electronic Banking Terminal;
    • in relation to a transaction carried out an ATM, used an ATM that incorporated reasonable safety standards that mitigated the risk of a Visa Prepaid Card being left in the ATM;
    • wrote or indicated your PIN (without making any reasonable attempts to disguise the PIN) on your Visa Prepaid Card or any article carried with your Visa Prepaid Card or likely to be lost or stolen at the same time as your Visa Prepaid Card;
    • allowed anyone else to use your Visa Prepaid Card;
    • unreasonably delayed notification of:
      1. your Visa Prepaid Card or PIN record being lost or stolen; or
      2. unauthorised use of your Visa Prepaid Card; or
      3. the fact that someone else knows your PIN.
  4. Where a transaction can be made using your Visa Prepaid Card but does not require your PIN, you are liable only if you unreasonably delay reporting the loss or theft of your Visa Prepaid Card.
  5. If the Distributor or Indue can prove on the balance of probability that you have contributed to the unauthorised use of your Visa Prepaid Card under section 17(3), your liability will be the lesser of:
    • the actual loss when less than the Value stored on your Visa Prepaid Card at the time the loss occurred;
    • the actual loss at the time we are notified of the loss or theft of your Visa Prepaid Card;
    • the Card Limit; or
    • the amount for which you would be held liable if the Visa scheme rules applied.
  6. Where a PIN was required to perform an unauthorised transaction and it is unclear whether or not you have contributed to any loss caused by unauthorised use of your Visa Prepaid Card, your liability will be the lesser of:
    • $150;
    • the actual loss when less than the Value stored on your Visa Prepaid Card at the time the loss occurred;
    • the actual loss at the time we are notified of the loss or theft of your Visa Prepaid Card; or
    • the amount for which you would be held liable if the Visa scheme rules applied.
  7. In determining your liability under this section 17:
    • we will consider all evidence including all reasonable explanations for an unauthorised use having occurred;
    • the fact that an account is accessed with the correct PIN, while significant, is not of itself conclusive evidence that you have contributed to the loss; and
    • the use or security of any information required to perform a transaction that you are not required to keep secret (for example, the number on the front of your Visa Prepaid Card, the account number and BSB on the back of your Visa Prepaid Card and the Expiry Date) is not relevant to your liability.
  8. Your liability for losses occurring as a result of unauthorised access will be determined under the ePayments Code as issued or replaced from time to time by the Australian Securities and Investments Commission. You can find a copy of the ePayments Code on ASIC’s website (www.asic.gov.au). The guidelines set out at paragraphs 6 and 7 above to safeguard your Visa Prepaid Card and PIN are the minimum suggested security measures you should take. If you disagree with our processes, you should contact us and request that we review our decision in accordance with paragraph 20 below.

18. VISA ZERO LIABILITY

In addition to the limits placed on your liability as described in paragraph 17 above, Visa’s scheme rules provide that Indue and the Distributor shall limit your liability to nil in the following circumstances:

  • the unauthorised transaction(s) were not made at an ATM (including transaction(s) made prior to you notifying the Distributor or Indue about the unauthorised transaction(s) or the lost or stolen Visa Prepaid Card);
  • you have not contributed to any loss caused by unauthorised use of your Visa Prepaid Card as described in paragraph 17 above; and
  • you have provided all reasonably requested documentation to Indue or the Distributor, which may include provision of a statutory declaration and police report.

Where this Visa zero liability provision applies, Indue will endeavour to refund the amount of the unauthorised transactions within five (5) days, subject to:

  • you having provided all reasonably requested information to Indue or the Distributor;
  • you are not otherwise in default or have breached the terms and conditions set out in these Conditions of Use; and
  • Indue has not reasonably determined that further investigation is necessary before refunding the amount of the unauthorised transactions based on:
    1. the use of the Visa Prepaid Card;
    2. the nature and circumstances surrounding the unauthorised transactions; or
    3. any delay in notifying Indue or the Distributor of the unauthorised transactions.

Any refund is conditional upon the final outcome of Indue’s investigation of the matter and may be withdrawn by Indue where it considers that this provision shall not apply as a result of those investigations. In making any determination in respect of this section, Indue and the Distributor will comply with the requirements of paragraph 20 below.

19. STATEMENT OF TRANSACTION HISTORY

You may check the Value that is on your Visa Prepaid Card and your transaction history, 24 hours a day 7 days a week, by visiting the Website. Go to www.srgfinance.com.au/card. You should regularly review your transaction history in order to identify any unauthorised transactions.

20. RESOLVING ERRORS ON ACCOUNT STATEMENTS

If you have a complaint or dispute relating to your Visa Prepaid Card, you should contact the Distributor in the first instance on 1300 774 5626.

The Distributor will handle all complaints that are referred to it according to its internal dispute resolution procedures.

The Distributor will acknowledge your communication within five Business Days and will advise you of an outcome within forty five days maximum. The Distributor will keep you up-to-date with any progress or developments in accordance with its internal dispute resolution procedures.

If you have a complaint or dispute that is not satisfactorily resolved by the Distributor, you should contact Indue. Indue will acknowledge your communication within five Business Days and will advise you of an outcome within forty five days maximum. Indue will keep you up-to-date with any progress or developments in accordance with its internal dispute resolution procedures. Indue may be contacted at:

PO Box 523
TOOWONG QLD 4066
Phone: 1300 671 819 between 7.00am – 7.00pm Monday to Friday, Saturday 8:00am – 7:00pm, closed Sundays and national public holidays
Email:

The Distributor and Indue have the ability to investigate any disputed transactions which occurs on your Visa Prepaid Card. You may wish to dispute a transaction in circumstances where:

  • the transaction is not recognised by you;
  • you did not authorise the transaction;
  • you did not receive the goods or services to which the transaction relates;
  • the transaction amount differs to the purchase amount;
  • you did not receive the requested cash from an ATM (or you only received part of the cash requested); or
  • you believe a transaction has been duplicated.

If you believe a transaction is wrong or unauthorised or your account statement contains any instances of unauthorised use or errors, you must immediately notify the Distributor. As soon as you can, you must also provide the Distributor the following:

  • your name and address and Visa Prepaid Card number;
  • details of the transaction or the error you consider is wrong or unauthorised;
  • the dollar amount and an explanation as to why you believe it is an unauthorised transaction or an error;
  • details of whether your Visa Prepaid Card is signed and your PIN secure; and
  • any other details requested by the Distributor or Indue.

The Distributor and Indue have the ability to investigate any disputed transactions which occurs on your Visa Prepaid Card.

The Visa scheme has a dispute resolution process that is contained in Visa’s operating rules. The process sets out specific circumstances and timeframes in which a member of the scheme (for example, Indue, a bank or another financial institution) can claim a refund in connection with a disputed transaction on a cardholder’s behalf. This right is referred to as a “chargeback right”.

Accordingly, Indue’s ability to investigate a disputed transaction on your behalf is limited to the time frames imposed pursuant to the Visa scheme rules. The timeframes vary between 75 days and 120 days so it is important that you notify Indue or the Distributor as soon as you become aware of a disputed transaction.

Typically, Indue will be able to chargeback a transaction where a transaction occurred offline (for example, a fallback transaction) and the relevant transaction is over the Floor Limit.

If the Distributor or Indue finds that an error was made or that you are not liable for the transaction in accordance with the terms set out in paragraphs 17 and 18 above, then Indue will make the appropriate adjustments to your Visa Prepaid Card and will advise you in writing of the amount of the adjustment.

21. ANTI-MONEY LAUNDERING AND COUNTER-TERRORIST FINANCING

You acknowledge and agree that:

  • where required, you will provide to Indue and the Distributor all information reasonably requested by Indue and the Distributor in order for Indue to comply with the fraud monitoring and anti-money laundering and counter terrorism financing obligations imposed on it pursuant to the AML Legislation or the Visa scheme rules;
  • participation in the Visa scheme rules may impose other countries laws such as the US Patriots Act;
  • Indue may be legally required to disclose information about you to regulatory and/or law enforcement agencies;
  • Indue may block, delay, freeze or refuse any transactions where Indue in its sole opinion considers reasonable grounds exist to believe that the relevant transactions are fraudulent, in breach of the AML Legislation, the Visa scheme rules or any other relevant law;
  • where transactions are blocked, delayed, frozen or refused by Indue in accordance with this paragraph 21, you agree that Indue is not liable for any loss suffered by it or other third parties arising directly or indirectly as a result of Indue taking this action; and
  • Indue will monitor all transactions that arise pursuant to your use of your Visa Prepaid Card in accordance with its obligations imposed on it in accordance with the AML Legislation or the Visa scheme rules.

22. CHANGES TO CONDITIONS OF USE

We may change, add to or delete the terms and conditions set out in these Conditions of Use at any time. Where the change involves an increase in our fees or charges, or an increase in the risk associated with the Visa Prepaid Card or may otherwise be detrimental to you, we will provide you with at least 30 days’ prior notice of the change or variation.

If you wish to cancel your Visa Prepaid Card as a result of any change or variation we make to these Conditions of Use, you must contact us to cancel your Visa Prepaid Card. In these circumstances, you will not be charged any fee in respect of us returning any Value stored on your Visa Prepaid Card to you.

Any notice we are required to give to you concerning any change to these Conditions of Use may be given to you by:

  • a notice on electronic equipment (including the Distributor’s website);
  • press advertisements; or
  • a letter.

Any notice or document may be given by us sending it to your last known address. If we send it to your last known address, it is taken to have been received on the date it would have been delivered in the ordinary course of the post.

A copy of the latest version of these Conditions of Use will be available at all times online at www.srgfinance.com.au/card at no cost to view.

23. PRIVACY AND INFORMATION COLLECTION

Collection of information

Indue and the Distributor may collect your personal information:

  • to identify you in accordance with the AML Legislation or Visa scheme rules;
  • to provide information about a product or service;
  • to consider your request for a product or service;
  • to provide you with a product or service;
  • to assist in arrangements with other organisations in relation to the promotion and provision of a product or service or suspend its operation until it is provided;
  • to perform administrative and operational tasks (including systems development and testing, staff training, and market or customer satisfaction research);
  • to prevent or investigate any fraud or crime (or a suspected fraud or crime); and
  • as required by relevant laws and scheme rules.

Absence of relevant information

If you do not provide some or all of the information requested, the Distributor or Indue may be unable to provide you with a product or service.

Providing your information to others

Indue and the Distributor may provide your information:

  • to another member of its group;
  • to any outsourced service providers (for example mailing houses, data switch service companies);
  • to regulatory bodies, government agencies, law enforcement bodies and courts;
  • to other parties as is authorised or required by law; or
  • to participants in the payments system and other financial institutions for the purpose of resolving disputes, errors or other matters arising out of your use of your Visa Prepaid Card or third parties using your Visa Prepaid Card or card information.

Accessing your personal information

Subject to the provisions of the Privacy Act 1988 (Cth), you may access any of your personal information at any time by calling the Distributor or Indue. The Distributor or Indue may charge you a reasonable administration fee for access. This fee will be advised to you upfront in order for you to determine whether you wish to access your personal information. If you can show that information about you is not accurate, complete and up to date, the Distributor and Indue will take reasonable steps to ensure it is corrected so that it is accurate, complete and up to date.

Collecting your sensitive information

The Distributor and Indue will not collect sensitive information about you, such as health information, without your consent.

24. OTHER GENERAL CONDITIONS

You may not assign your rights under these Conditions of Use to any other person. Indue may assign its rights or transfer the contract to another person where such assignment is to a related party or third party where such third party has similar a more fair dispute resolution procedures than Indue. If Indue transfers or assigns the rights under these Conditions of Use, these Conditions of Use will apply to the transferee or assignee as if it were named as Indue. If we assign these Conditions of Use, we will provide you with notice and you will be able to cancel your Visa Prepaid Card as a result of this assignment without being charged any fee in respect of us returning any Value stored on your Visa Prepaid Card to you.

25. DEFINITIONS

AML Legislation means the Anti-Money Laundering and Counter Terrorism Financing Act 2006 (Cth) and its associated rules, regulatory guides and regulations.

ATM means an automatic teller machine.

Business Day means a day that banking institutions are open in Brisbane, excluding Saturday, Sunday and public and bank holidays.

Card Limit means the total Value that may be stored on your Visa Prepaid Card at any one time, which as at the date of these Conditions of Use, is $1,000.

Distributor means SRG Financial Solutions Pty Ltd ABN 47 111 739 087 trading as SRG Finance.

Direct Credit (also known as Electronic Funds Transfer, EFT or “Pay Anyone”) enables you, through your Australian financial institution’s internet banking platform, to load Value from your nominated account onto your Visa Prepaid Card using the account number and BSB associated with your Visa Prepaid Card (see the reverse side of your Visa Prepaid Card for the relevant account number and BSB associated with it).

eftpos means Electronic Funds Transfer Point of Sale.

Electronic Banking Terminal means an ATM or eftpos device.

Electronic Transaction means a transaction: (i) initiated by your instruction to purchase goods and/or services using the Visa Prepaid Card and your PIN (or signature depending on the relevant authorisation requirement at the Electronic Banking Terminal); (ii) arising from use of your Visa Prepaid Card; or (iii) arising from use of information stored on your Visa Prepaid Card.

Expiry Date means the expiry date printed on the front of your Visa Prepaid Card.

Floor Limit means an amount above which a payment using an eftpos device requires approval by Indue in order for the transaction to be effected. Floor Limits are set by merchants’ financial institutions.

PIN means the Personal Identification Number required to be entered by you when using the Visa Prepaid Card for Electronic Transactions (except for transactions requiring a signature and transactions conducted over the internet or telephone). The PIN is set by you at the same time you activate your Visa Prepaid Card and may be changed by you from time to time (refer to paragraph 8).

Reloadable means that additional value may be loaded onto your Visa Prepaid Card from time to time in accordance with these Conditions of Use and provided that the Value stored on your Visa Prepaid Card does not exceed the Card Limit.

Verified by Visa Participating Merchant means a merchant from whom online purchases can be made and who participates in the Verified by Visa program described in paragraph 11.

Value means the monetary value stored on your Visa Prepaid Card from time to time (expressed in Australian Dollars), that remains available to you.

Visa meansVisa Worldwide PTE.

Visa payWave refers to the contactless method by which your Visa Prepaid Card may be used to complete a transaction by waving the Visa Prepaid Card over a merchant’s Visa payWave enabled point of sale terminal, without the need for a PIN or signature.

Visa Prepaid Card means the Visa prepaid reloadable card issued by Indue at the request of the Distributor.

We, us, our means individually and collectively Indue and Distributor.

Website meanswww.srgfinance.com.au/card.

26. INTERPRETATION

Reference to:

  • one gender includes the other;
  • the singular includes the plural and the plural includes the singular;
  • a party named in these Conditions of Use includes the party’s executors, administrators, successors and permitted assigns;
  • money is referring to Australian Dollars unless otherwise stated;
  • “Including” and similar expressions are not words of limitation;
  • where a word or expression is given a particular meaning, other parts of speech and grammatical forms of that word or expression have a corresponding meaning;
  • headings and any table of contents or index are for convenience only and do not form part of these Conditions of Use or affect its interpretation; and
  • if an act must be done on a specified day which is not a Business Day, it must be done on the next business day.