PRODUCT DISCLOSURE STATEMENT
XINJA VISA PREPAID CARD
1) ABOUT THIS PRODUCT DISCLOSURE STATEMENT
This Product Disclosure Statement (“PDS”) contains important information about the reloadable Visa prepaid card (“Card”) and its associated benefits, risks and fees. It also includes the terms and conditions that govern the use of the Card.
This PDS is designed to assist you in deciding whether to acquire the Card. Therefore this PDS should be read carefully. Upon acquiring the Card the terms set out in this PDS apply to your use of it.
The information contained in this PDS does not take into account your individual objectives, financial situation or needs. Any advice in this PDS is general advice only. We suggest that you seek advice if you do not understand any of the information contained within this PDS and how it applies to you.
The Card and this PDS are issued by Indue Ltd ABN 97 087 822 464 (“Indue, us, we”).
This PDS is dated 13th December 2018.
Words that are capitalised in this PDS are defined in section 29.
2) ABOUT THE CARD
The Card is a reloadable Visa prepaid card. You can load value onto the Card and then use it to access the Available Balance anywhere in the world where Visa prepaid cards are accepted.
The Card accesses only the value that is loaded onto it. It is not a credit card or a debit card and is not linked to any separate account.
The Card can be used to withdraw cash at ATMs (up to the Daily ATM Limit) however cannot be used to withdraw cash from point of sale terminals.
3) CARD DISTRIBUTOR AND PROMOTER
Xinja Pty Ltd ACN 617 350 615 (Xinja) (Authorised Representative number 001262278), is an authorised representative of Indue and is the distributor and promoter of the Card. Xinja is responsible for providing certain cardholder services to you, including providing you with your Card, arranging for a replacement Card to be issued to you in accordance with the terms set out in this PDS, providing lost and stolen services and assisting you with any queries you may have regarding your use of your Card.
Xinja can be contacted via:
- Chat via the Xinja Mobile application;
- By emailing [email protected]; or
- By calling at 1800 XINJAS (1800 946 527) or +61 2 8598 8525
Xinja is not the issuer of the Card and does not have authority to:
- tell you anything about Card that is inconsistent with this PDS;
- give you financial product advice about the Card (that is, a recommendation or statement of opinion intended or that could be reasonably regarded as being intended to influence you in making a decision);
- do anything else on Indue’s behalf, other than arranging for the issue of the Card (including marketing and distributing the Card) and providing customer services for the Card.
Indue and Xinja are not related entities.
4) CARD ISSUER
Indue is the issuer of the Card. Indue is an authorised deposit-taking institution and holds an Australian Financial Services Licence, number 320204.
If you acquire the Card you are entering into a contract with Indue. Indue is responsible for effecting settlement of all transactions that arise through the use of your Card.
You may contact Indue at:
PO Box 523
TOOWONG QLD 4066
Phone: 1300 671 819 between 8.00am -8.00pm Monday to Friday, Saturday 8.00am – 1.00pm, closed Sundays and national public holidays.
5) SIGNIFICANT BENEFITS OF THE CARD
The significant benefits of the Card are:
- it reduces the need to carry cash and is a convenient way to make payments at merchants who accept Visa prepaid cards;
- it is reloadable, which means that you can add extra funds to it as many times as you like during its currency and subject to applicable limits;
- it can assist you in controlling your spending. You can only access the value that you have loaded and there is no overdraft or credit facility associated with the Card;
- the Card Information can be used on the internet or telephone to make a transaction;
- the Card can be used to withdraw cash at ATMs;
- No Xinja currency conversion fees. Any currency conversion fee charged by Xinja at the point of sale will be refunded by Xinja;
- Xinja does not charge a fee for using an ATM while overseas. ATM operator fees may apply. See section 14 for further information;
- if it is lost or stolen you can immediately place a block on the Card through the Xinja App or by contacting Xinja ; and
- you can cancel the Card whenever you wish.
6) SIGNIFICANT RISKS
The significant risks of the Card are:
- Unauthorised Transactions can happen if the Card is lost or stolen, if your PIN is revealed to an unauthorised person, as a result of fraud, or if you breach the terms and conditions of the Card outlined in this PDS;
- you might not be able to get your money back if Unauthorised Transactions or mistaken transactions occur. The more you load onto your Card the more you could lose due to an Unauthorised Transaction. Refer to section 22 for further information about when you may be held liable for unauthorised use of the Card;
- due to equipment errors, malfunctions or equipment being used incorrectly, the same transaction may be processed more than once or transactions may not be processed at all. In these cases the errors can usually be corrected but may temporarily inconvenience you as the Available Balance on your Card will be incorrect;
- merchants and ATM operators (domestic and international) may charge fees for using the Card at their facilities and these fees may increase;
- If the electronic network enabling the use of a Card is unavailable, you may not be able to perform transactions or get information using the Card;
- merchants may, at their discretion, refuse to accept the Card as a method of payment. You should always check with the merchant that it will accept the Card before purchasing any goods or services;
- in some circumstances (for example, where a transaction is processed in an offline environment or where you incur a fee or charge), the Available Balance remaining on your Card may become negative. You will be liable for any Negative Balance that may result and any reasonable costs we may incur in recovering the amount of the Negative Balance from you. Refer to section 14 for further information about Negative Balances; and
- The Financial Claims Scheme does not apply in relation to your Card or your Available Balance.
IMPORTANT INFORMATION ABOUT THE FINANCIAL CLAIMS SCHEME
The Financial Claims Scheme (“FCS”) is a scheme administered by the Australian Prudential Regulation Authority (“APRA”) to protect depositors from potential loss due to the failure of institutions. It provides depositors with a guaranteed protection, up to a cap. As at the date of this PDS, the FCS applies to deposits only. It does not extend to prepaid card products (including the Card or any Available Balance held on the Card).
If Indue fails:
- any Available Balance held on your Card will not be protected by the FCS; and
- you may lose all or part of your Available Balance.
The risks associated with the Card may therefore be increased when you load large amounts of money onto the Card.
For more information on the FCS, refer to: https://www.fcs.gov.au/
7) YOUR AVAILABLE BALANCE IS NOT A BANK DEPOSIT
The Card is not a debit card or credit card and the Available Balance on the Card is not a bank deposit. Indue will hold funds that are stored on your Card in various accounts that it owns and controls. In no circumstance will you earn interest on any Available Balance that is stored on your Card.
8) TAX LIABILITY
We have not taken into account your individual circumstances or needs and you should get
your own independent tax advice in relation to the impact your use of the Card may have on your personal tax liability.
9) OTHER IMPORTANT INFORMATION
There are fees and charges associated with the use of your Card. Please refer to section 17 for further information about fees.
You cannot use the account number and BSB associated with your Card to arrange for any amounts to be debited from your Available Balance (including by direct debit).
The Card cannot be used to make or complete a transaction that exceeds the Available Balance on your Card from time to time.
The Card cannot be used to make or complete a transaction that exceeds the Daily Spend Limit.
Indue and Xinja do not warrant or accept any responsibility if a merchant’s eftpos terminal does not accept your Card.
Neither Indue or Xinja are responsible in the event that you have a dispute regarding the goods or services purchased with your Card. In the first instance, you should contact the merchant directly. If you cannot resolve the dispute with the merchant, Indue has the ability in certain circumstances to investigate disputed transactions on your behalf (refer to section 24 for further information about when Indue can investigate disputed transactions) and attempt to obtain a refund you.
Indue is not aware of any material conflicts of interests that would affect this product or the service you receive from Indue or Xinja.
10) QUERIES AND COMPLAINTS
If you have a complaint or dispute relating to your Card, you should contact Xinja in the first instance on the contact details in section 3. If your complaint or dispute relating to your Card is not satisfactorily resolved by Xinja, you should contact Indue.
If your complaint is resolved within 5 Business Days and is in your favour, Xinja or Indue will let you know. You may be advised of the outcome by phone, however you may request a written response via email if it is your preference.
If your complaint can’t be resolved within 5 Business Days, Xinja or Indue may write to you (by email or letter) and let you know the procedures for further investigation and resolution and may, if relevant, request further details from you.
Within 21 days of receiving your complaint or further instructions from you, you will be contacted and advised:
- of the results of the investigation; or
- that additional time (not usually exceeding 24 days) is needed to complete the investigation.
In exceptional circumstances, more than 45 days may be needed to investigate a complaint. For example, if there are delays caused by other financial institutions or merchants involved in resolving the complaint.
If your complaint has been investigated by Xinja and Indue and you are not satisfied with the outcome, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). Xinja’s AFCA membership number is 40942. AFCA provides fair and independent financial services complaint resolution that’s free to customers. AFCA is accessible via:
- AFCA will not review your complaint unless you have first contacted Xinja or Indue and the complaint has been investigated. and
- Xinja and Indue are not responsible for resolving a dispute regarding the goods or services purchased with your Card. In the first instance, you should contact the merchant directly.
11) REGISTRATION AND IDENTIFICATION
Your Card can’t be activated until we have undertaken certain identification procedures to establish your identity. We have appointed Xinja to undertake these identification procedures on our behalf.
You can complete the required identification procedures by.
- Following instructions you receive from Xinja regarding registering for the Card, either via email and/or via the App
- Providing the requested personal information that will be used to identify you (specifically the email address you used to join Xinja, your full name, postal address, date of birth and mother’s maiden name)
- Checking the details and submitting them as prompted
In certain circumstances you may be asked to supply further information for the purposes of confirming your identity such as providing your driver’s licence or medicare card details. These may be requested by direct communication from Xinja or via additional forms you are prompted to complete as part of the registration process described above.
You agree to supply any reasonably specified identification documentation within a reasonable period of time if requested by Indue or Xinja (on Indue’s behalf). Failure to provide any reasonably requested identification documentation to Indue or Xinja may result in Indue being required to withhold or suspend your Card until the requested documentation has been provided.
By registering for your Card, you agree:
- to the terms and conditions contained in this PDS;
- to be liable for the transactions made using the Card, unless stated otherwise in this PDS; and
- to receiving this PDS online.
If you need a hard copy of this PDS, please contact
Xinja on 1800 XINJAS (1800 946 527) or email [email protected]
12) ACTIVATING THE CARD
You are required to activate your Card before being able to make payments with it. Once you have received your Card you are able to activate it by downloading the Xinja mobile application (App) as instructed by Xinja and following the prompts.
13) LOADING VALUE TO YOUR CARD (OR ‘TOPPING UP’) AND CARD LIMITS
The Card is reloadable which means you may load value onto the Card as often as you like so long as:
- the total value on your Card at any one time does not exceed the Card Limit;
- the load value transaction does not exceed the Maximum Load Limit (if set below the Card Limit)
- the load value transaction exceeds the Minimum Load Limit
- the Expiry Date has not been reached; and
- your Card has not been cancelled (either by you, Xinja or Indue).
As at the date of this PDS, a summary of the load and spend limits that apply to the Card is as follows:
|Card Limit: the maximum value that may be stored on a Card at any one time||$999|
|Maximum Load Limit: the maximum amount that can loaded onto a Card in a single load (as long as it does not cause the Available Balance to exceed the Card Limit)||If the Maximum Load Limit is an amount less than the Card Limit it will either be displayed in the Xinja App or Xinja will notify you via email of the revised amount|
|Minimum Load Limit: the minimum amount that may be loaded onto a Card in a single load||$20 when you load using Visa or Mastercard Debit Card
No minimum limit when you load using electronic funds transfer
|Daily ATM Limit: the maximum value that may be withdrawn from an ATM in any one day||$500|
|Daily Spend Limit: the maximum that may be spent at a point of sale terminal in any one day||$999|
Indue and Xinja reserve the right to set other transaction velocity limits as required.
You are able to load funds onto your Card by using electronic funds transfer (also known as Pay Anyone) through your Australian financial institution, by using the BSB and account number that appears on the reverse side of your Card and the exact name in which you activated your Card. It can take up to 3 Business Days for your funds to be made available for use.
You are also able to load funds onto your Card by using a Visa or Mastercard Debit Card via the Xinja App. If available you may also be able to load value onto your card by drawing funds from an Australian bank account through an automatic top-up function. Further information about the various ways your Card may be loaded is set out below.
Please note: Certain load methods described in this PDS may not be available at all times and we may in the future make additional load methods available. If we do, we will let you know about any specific terms and conditions applicable to that load method. You can check what methods are available to you by reviewing the FAQ section of the Xinja App .
Depending on the load method you use, a Minimum Load Value may apply. As at the date of this PDS the Minimum Load Value is $20. Any attempt to load value below the Minimum Load Value will be rejected.
The total value that may be loaded onto your Card at any one time cannot exceed the Card Limit, Maximum Load Limit, or any other limit that we may impose from time to time. Any attempted load is above the Maximum Load Limit or would take the Available Balance over the Card Limit will be rejected in full. To avoid this, Xinja recommends that you regularly check your balance in the Xinja App.
If available, you may be able to arrange for us to automatically deduct value from your bank account to load onto your Card when your Available Balance drops to a certain level. This will require you to complete a Direct Debit Request and agree to a Direct Debit Request Service Agreement. The Direct Debit Request Service Agreement will contain the terms applicable to your use of Auto Top-Up.
If and when available, the Auto Top-Ups will be triggered by a Trigger Amount and a Top-Up Amount that you choose. If the Available Balance on your Card falls below the Trigger Amount, we will automatically arrange to load the Top-up Amount to your Card by debiting this amount from the bank account you have nominated.
We may set minimum and maximum amounts that you can choose for your Trigger Amount and Top-Up Amount. If so, we will let you know what they are when you set up your Auto Top-Up arrangement in the Xinja App.
You will be able to cancel your Auto Top-Up arrangement at any time through the Xinja App.
Top-up Via Debit Card
You are also able to load value onto your Card using funds from a Mastercard or Visa Debit Card. It is important to note that when you use your Visa or Mastercard Debit Card to load your Xinja Card, you are making a payment from your Debit Card to a third party service provider, eWAY, and not to Indue. eWAY has been engaged by Xinja directly to provide this service and no conduct or representations made by eWAY are binding upon Indue. Indue is not responsible for your funds until they are loaded onto your Card. In the event you have attempted to load value onto your Card using your Mastercard or Visa Debit Card and they are not appearing on your Available Balance, you should immediately contact Xinja.
If this functionality is available and you wish to load value onto your Card using funds from a Mastercard or Visa Debit Card, login to the Xina App and follow the prompts to Top Up.
After you successfully make a load request this way your funds will ordinarily be immediately added to your Available Balance.
14) USING THE CARD
The Card allows cash withdrawals at ATMs and can be used anywhere Visa prepaid cards are accepted, including online purchase transactions up to the daily limits. The maximum you can withdraw from an ATM per day is limited to the Daily ATM limit. The maximum you can spend per day at a point of sale terminal is limited to the Daily Spend Limit.
When using your Card (either through inserting or swiping), press the “Credit” or “CR” button on the relevant terminal and follow the prompts to enter your PIN. If you press the “Savings” or “SAV” or “CHQ” or “Cheque” button, the transaction may be declined.
Your Card is payWave enabled so you may use it for contactless transactions under $100 without using your PIN at any terminal that is payWave enabled. Simply place your Card near or on the card reader. Before authorising a payWave transaction, you must check that the correct amount is displayed on the terminal.
When an Authorised Transaction takes place using your Card, we will deduct the value of the Authorised Transaction from the Available Balance.
You are responsible for all transactions that arise from the use of your Card, unless this PDS says otherwise.
You must not attempt to use your Card to make a transaction that exceeds the Available Balance.
In some circumstances (for example, where a transaction is processed in an offline environment or where you incur a fee or charge), your Available Balance can become negative. If you make or attempt to make a transaction that exceeds the Available Balance, you will be liable for any Negative Balance that may result and any reasonable costs we may incur in recovering the amount of the Negative Balance from you. If your Card has a Negative Balance, when value is next loaded onto your Card, we will first apply that loaded value to recover the Negative Balance from you.
You cannot stop payment on any transaction after it has been completed.
Merchants and financial institutions can impose conditions on how their payment facilities are used, including imposing limits or not allowing split payments. Merchants and financial institutions may also impose a fee or surcharge for using their payment facilities (including an ATM owner fee displayed on the ATM at the time of the transaction). These type of fees fall outside our control and are not charged by Indue or Xinja. We accept no responsibility for these fees.
Sometimes, there may be circumstances beyond the control of Indue that prevents a transaction being processed. For example, a transaction may not process if there are problems with the communications network to which a terminal connects. We are not liable in any way when authorisation is declined for any particular transaction regardless of the reason.
The Card must not be used for illegal purposes, including the purchase of goods or services deemed illegal by any Australian law. You must not resell your Card to any other third party.
15) USING YOUR CARD OUTSIDE AUSTRALIA
All transactions conducted in a currency other than Australian dollars 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 into US dollars and then converted to Australian dollars by Visa. The conversion 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 certain countries) in effect for the applicable processing date.
16) VERIFIED BY VISA
Your 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 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 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 Card will be temporarily suspended from use with all Verified by Visa Participating Merchants. To have your Card manually un-suspended , you may contact Xinja on 1800 XINJAS (1800 946527)
If, after your Card has been un-suspended, 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 Card will be indefinitely suspended from use with all Verified by Visa Participating Merchants. To have your Card unsuspended, you must contact Indue.
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 Xinja.
Verified by Visa has certain browser requirements that will change from time to time and can be seen at www.visa.com.
17) FEES AND CHARGES
The following fees and charges apply to your use of the Card. All fees and charges that are set out in this section 17 are inclusive of GST. You agree to pay to Indue all fees and charges that are set out in this PDS. Indue will deduct these fees and charges from your Card.
If you consider that Indue has incorrectly charged you a fee or charge, you may dispute this by contacting either Indue or Xinja in accordance with section 24 below. Any incorrectly charged fee or charge will be reversed by Indue. Indue may choose to waive or reduce any of the fees set out below.
|Card Replacement Fee: payable and deducted from your Available Balance if your Card is lost, stolen or damaged and a replacement card is issued to you (refer to section 18 below)||Two (2) free cards per year after that $10 per replacement card|
|Card Renewal Fee||No charge|
|Disputed Transaction Fee: payable and deducted from your Available Balance if we dispute a transaction at your request and it is found to be a valid transaction (refer to section 24 below)||$20 per disputed transaction found to be valid transaction.|
|Currency Conversion Fee: 3.5% of the total amount of your transaction will be deducted from your Card, when using your Card to make a purchase in a currency other than Australian dollars (including transactions that are processed by a card scheme or billed by the merchant outside of Australia (refer to section 15 above))||No Charge. All Currency Conversion Fees deducted from your Card at the time you make a transaction will be refunded by Xinja.|
We may in the future introduce new fees. Please see the section 28 below on “Changes to this PDS” for how we will notify you if we do this.
18) WHAT TO DO IF YOUR CARD IS LOST OR STOLEN
If you think your Card may have been lost or stolen and you have access to the Xinja App, open the App, select the card icon in the bottom menu, and then slide to lock the card. This will lock the card immediately. If you do not have access to the App, contact Xinja immediately by calling 1800 XINJAS (1800 946 527) or +61 2 8598 8525 from overseas. If you find your Card you can unlock your Card at any time via the Xinja App. There are no fees associated with temporarily locking your Card.
If you have locked your card but are now certain it is lost or stolen, immediately notify Xinja by calling on one of the numbers above or via chat in the Xinja App. Once you have advised Xinja that your Card has been lost or stolen, they will immediately place a block on your card. This means you will not be able to use your Card to authorise any transactions or load value onto your card. Once a block has been placed on your card it cannot be reversed.
If your card has been confirmed lost or stolen , a replacement card will be issued to you and you will be charged a Card Replacement Fee. If a replacement card is reissued to you, your lost or stolen Card will be cancelled and we will transfer any Available Balance remaining on your lost or stolen Card (less the Card Replacement Fee) to your new card.
You must not use your Card while it is in a blocked or suspended state. In some circumstances your Card may be used to make payments where no electronic approvals are in place. If you use your Card when it is blocked or suspended, you will be liable for the value of the transaction.
Unreasonable delay in notifying Xinja or Indue that your Card has been lost or stolen may result in your being held liable for any unauthorised use of your Card.
If your Card is not lost or stolen but you would like to temporarily lock your card, you can do this by accessing the Xinja App and using the “lock card” feature, You can unlock your Card at any time via the Xinja App.
19) CARD RENEWAL, CANCELLATION AND EXPIRY
Prior to the Expiry Date, Xinja may instruct Indue to issue you a new or replacement Card which will be posted to your address held by Xinja. In the event you are issued a new or replacement card, Indue will transfer the Available Balance on your existing Card to your new card at the time the new card is activated.
Card cancellation and suspension
Indue or Xinja, may at their discretion cancel or temporarily suspend your Card at any time. We may do this if:
- your Card, Card Information or PIN has been, or Xinja or Indue reasonably suspect has been, compromised;
- you breach a law or a condition of this PDS and we reasonably believe the breach is of a serious nature;
- we reasonably believe that your use of your Card may cause us to breach a law;
- we suspect your Card is being used for fraudulent or suspicious activities;
- if we reasonably believe you have more than one Card at any one time; or
- any other reason at our discretion.
Indue or Xinja will notify you if your Card has been suspended or cancelled.
You may cancel your Card at any time by contacting Xinja.
If your Card expires or is cancelled
On the Expiry Date or Cancellation Date, we will deactivate your Card. This means you’ll no longer be able to use it to access the Available Balance.
You must not use your Card after the Expiry Date or Cancellation Date. In some circumstances your Card may be used for purchases where no electronic approval is required. If you use your Card after the Expiry Date or Cancellation then you may be liable to Indue for the value of any transaction as well as any reasonable costs incurred by Indue in collecting the amount owing.
Available Balance on Cancellation or Expiry
If your Card is cancelled or expired and a new or replacement card is not issued to you, Xinja will arrange for any remaining Available Balance on your Card to be returned to you.
If value still remains on your Card after 7 years from the Expiry Date or Cancellation Date, we may transfer the balance of the card to the Commonwealth Government as “unclaimed money”.
Before we transfer the balance to the Commonwealth Government as “unclaimed money”, we will make reasonable endeavours to contact you using your last-known contact details.
You have the right to claim your money that is held with the Commonwealth Government. Please refer to ASIC’s website at www.asic.gov.au for details.
20) MONITORING YOUR CARD FOR UNAUTHORISED TRANSACTIONS
You can check your Available Balance and your transaction history, 24 hours a day, 7 days a week, by logging into the Xinja App. We strongly recommend that you regularly review your transaction history so you can identify any Unauthorised Transactions as soon as possible.
You must immediately contact the Xinja if you believe there are Unauthorised Transactions in your transaction history, or if you identify any suspicious or fraudulent activity in relation to your Card. Any unreasonable delay in notifying us of any Unauthorised Transactions may result in you being responsible for the losses occurring as a result if the delay.
21) SECURITY OF PIN AND THE CARD
When you activate your Card, you need to select a four-digit PIN. If you forget your PIN or want to change it, you can change your PIN at any time by accessing the Xinja App and following the prompts. Any PIN you choose must always have four digits.
If you enter an incorrect PIN three times, we will temporarily suspend your Card for up to 24 hours.
You must keep your Card and PIN safe and secure. If you do not, you may be liable for any Unauthorised Transactions that occur through the use of your Card. Your liability for Unauthorised Transactions will be determined as described in section 22.
If at any time you believe that your PIN has been compromised and become known to someone else, you must immediately change your PIN to protect your Card from fraudulent or Unauthorised Transactions.
To protect yourself from fraudulent or Unauthorised Transactions, remember the following:
- do not record your PIN on your Card or on anything with or near your Card;
- do not tell anyone your PIN (including any family member or friend) and try to prevent anyone else from seeing your PIN;
- we will never ask you for your PIN;
- a merchant should never ask you to tell them your PIN;
- try to prevent anyone else seeing you enter your PIN into a point of sale terminal or when using an ATM;
- do not 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;
- do not choose a PIN that is merely a group of repeated numbers;
- never lend your Card to anyone else;
- never leave your Card unattended e.g. in your car or at work;
- for security reasons, on the Expiry Date, destroy your Card by cutting it diagonally in half. Also make sure you cut the chip in half;
- examine your Card activity to identify and report, as soon as possible, any instances of unauthorised use;
- cover your hand when entering your PIN;
- do not allow anyone to swipe, tap or insert your Card when it is not in full sight of you; and
- maintain up-to-date anti-virus software and a firewall on your device.
22) YOUR LIABILITY
Unauthorised Transactions may occur on your Card and, in certain circumstances, you may be liable for these transactions. How we determine liability for Unauthorised Transactions is described below.
When you are not liable for Unauthorised Transactions
You are not liable for any Unauthorised Transactions:
- before you have activated your Card;
- after you have reported your Card lost or stolen;
- if you did not contribute to the Unauthorised Transaction. We may determine that you contributed to an Unauthorised Transaction if you did not exercise vigilant care in keeping your Card or Card Information secure or if you unreasonably delayed reporting to us about the loss or theft of your Card, the compromise of your Card Information or of any Unauthorised Transactions you became aware of; or
- if the Unauthorised Transaction was made using your Card information without use of your actual Card or PIN and you did not unreasonably delay reporting to us about the loss or theft of your Card, the compromise of your Card Information or of any Unauthorised Transactions you became aware of.
If we can prove on the balance of probability that you’ve contributed to the Unauthorised Transaction under this section, your liability will be the lesser of:
- the amount of the actual loss, if that amount is less than the Available Balance stored on your Card at the time the loss occurred;
- the actual loss at the time we are notified of the loss or theft of your Card; or
- the Card Limit; or
- the amount for which you would be held liable if the Visa scheme rules applied.
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 the Unauthorised Transaction, your liability will be the lesser of:
- the actual loss if the loss is less than the Available Balance stored on your Card at the time the loss occurred; or
- the actual loss at the time you notified us of the loss or theft of your Card; or
- the amount for which you would be held liable if the Visa scheme rules applied.
In determining your liability under this section:
- we will consider all evidence including all reasonable explanations for the Unauthorised Transaction;
- the fact that a transaction was authorised with the correct PIN, while significant, is not 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 Card or the Expiry Date) is not relevant to your liability.
23) VISA ZERO LIABILITY
In addition to the limits placed on your liability as described in section 22 above, Visa’s scheme rules provide that Indue and Xinja shall limit your liability to nil in the following circumstances:
- your fraud or negligence has not contributed to any loss caused by unauthorised use of your Card; and
- you have provided all reasonably requested documentation to Indue or Xinja, 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 Xinja;
- you are not otherwise in default or have breached the terms and conditions set out in this PDS; and
- Indue has not reasonably determined that further investigation is necessary before refunding the amount of the unauthorised transactions based on:
a) the use of the Card;
b) the nature and circumstances surrounding the unauthorised transactions; or
c) any delay in notifying Indue or Xinja 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.
24) DISPUTED TRANSACTIONS AND MISTAKEN PAYMENTS
If you believe a transaction is wrong or unauthorised or your transaction history contains any instances of unauthorised use or errors, you must immediately notify Xinja. Please have your Card and transaction details to hand.
Xinja and Indue have the ability to investigate any disputed transactions which occur on your Card. You may wish to dispute a transaction in circumstances where:
- you do not recognise the transaction;
- 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; or
- you believe a transaction has been duplicated; or
- you did not receive the requested cash from an ATM (or you only received part of the cash requested).
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 time frames vary between 75 days and 120 days so it is important that you notify Indue or Xinja 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 it is found that an error was made or that you are not liable for the transaction, then Indue or Xinja will make the appropriate adjustments to your Card and will advise you in writing of the amount of the adjustment.
If Indue has investigated a disputed transaction at your request and it is found that the transaction was valid, you will be held liable for the transaction and will be charged a Disputed Transaction Fee (refer to section 17).
Neither Xinja or Indue are responsible in the event that you have a dispute regarding the goods or services purchased with your Card. In the first instance, you should contact the merchant directly. If you cannot resolve the dispute with the merchant, you should contact Xinja who has the ability in certain circumstances to investigate disputed transactions on your behalf.
It is possible that someone else might make a mistake when they do an online funds transfer. As a result, funds may be mistakenly loaded to your Card, instead of being paid to where the mistaken payer intended. If this happens, and if your Available Balance is sufficient to cover the amount of the mistaken payment, we may automatically deduct the amount of the mistaken payment from your Available Balance so that we can return the amount to the mistaken payer’s financial institution. We will do this only if we are satisfied that a mistaken internet payment has occurred and only if the mistaken payer reports the mistake within 10 business days of making the payment.
If the mistaken payer reports the mistake between 10 business days and 7 months after making the payment, we may deduct the amount from your Available Balance only after we notify you and give you a chance to establish that you are entitled to the amount. In this situation, we may freeze your funds for up to 10 business days (while we give you the chance to establish your entitlement) before we deduct the amount.
25) PRIVACY AND INFORMATION COLLECTION
Indue and Xinja collect information:
- you provide to us (including information about your identity);
- about your Card, including how you use your card and your card transactions;
- held by service providers in relation to the confirmation of your identity and the operation of your Card; and
- that you may provide us when you need our assistance.
Indue and Xinja may collect your personal information:
- to identify you in accordance with the AML Legislation and Visa scheme rules;
- to provide information about a product or service;
- to consider your request for a product or service;
- to assist in arrangements with other organisations in relation to the provision of a product or service;
- 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.
Xinja may also collect your personal information to let you know about products and services you may be interested in (for example other products that Xinja offers or may offer in the future, including a loan, credit or debit product). You agree that Xinja may use your contact details to communicate with you including providing updates, reminders, and marketing information. If you don’t want to receive direct marketing messages or want to change your contact preferences, call Xinja on 1800 XINJAS (1800 946 527).
In some circumstances, Indue or Xinja (as the case may be) may collect your personal information from a third party service provider. Indue or Xinja may collect information from other participants in the payments system and other financial institutions in order to resolve disputes or errors. Indue and Xinja collect this information in order to manage the service they provide to you, consistent with these conditions of use.
If you do not provide some or all of the information requested, Indue and Xinja may be unable to provide you with a product or service.
Indue and Xinja may provide your information:
- to another member of its group;
- to any outsourced service providers (for example mailing houses, fraud and anti-money laundering service providers, 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 use of your Card or card information.
You may access any of your personal information at any time by calling Xinja on 1800 XINJAS (1800 946 527). You may also call Indue on 1300 671 819. Indue or Xinja 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, Xinja or Indue (as the case may be) will take reasonable steps to ensure it is corrected so that it is accurate, complete and up to date. Xinja or Indue (as the case may be) will not charge any extra fee for correcting your information. There may be circumstances when Indue or Xinja may be unable to provide you with access or to correct your information, in which case Indue or Xinja (as the case may be) will provide you with a written reason. For details on how you may access and seek correction of the personal information Indue or Xinja holds about you, please refer to their Privacy Policies available at www.indue.com.au and www.xinja.com.au.
Indue and the Xinja will not collect sensitive information about you, such as health information, without your consent.
To facilitate transaction identification and to assist with the identification of suspicious or fraudulent transactions, your personal information and transaction details may be sent to countries other than Australia. As at the date of these Conditions of Use, these countries are likely to include the United Kingdom, the United States, Israel, Spain and the Netherlands. By using your Card, you agree that your personal information and transaction details may be sent overseas for the purposes of assisting with the identification of suspicious or fraudulent transactions or as required by law.
In accordance with the Privacy Act 1988 (Cth), Indue and Xinja must comply with the Australian Privacy Principles. You have the right to lodge a complaint if you believe Indue or Xinja has breached the Australian Privacy Principles. For details on how you may complain about a breach and how Indue and Xinja deal with complaints, please refer to Indue’s and Xinja Privacy Policies available at www.indue.com.au and www.xinja.com.au.
26) CHANGES TO THIS PDS
The information in this PDS is current as at the date stated at the beginning of this document. We may change, add to or delete the terms and conditions in this PDS at any time. If we make a change that involves an increase in our fees we will provide you with at least 30 days’ prior notice of the change or variation. For any other change that is materially adverse to you, we will provide notice before the change or as soon as practicable after. You consent to us notifying you via the Xinja App, by email or via post for this purpose.
If we make a change to this PDS, we will issue a supplementary PDS or update the PDS by amending the version of this PDS that is available at www.xinja.com.au/prepaidcards. The PDS available at that website will be the latest version and will be at no cost to view. You may download a copy of the latest version of the PDS and any supplementary PDS from the same web page (www.xinja.com.au/prepaidcards) or request one via email from [email protected].
If you wish to cancel your Card as a result of any change or variation we make to this PDS, you may contact Xinja to do so.
27) OTHER GENERAL CONDITIONS
You may not assign your rights under this PDS 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 a similar or more fair dispute resolution procedure than Indue. If Indue assigns or transfers the rights under this PDS, this PDS will apply to the transferee or assignee as if it were named as Indue. If we assign this PDS, we will provide you with notice and you will be able to cancel your Card as a result of this assignment.
28) ANTI-MONEY LAUNDERING AND COUNTER-TERRORIST FINANCING
You acknowledge and agree that:
- where required, you will provide to Indue all information reasonably requested by Indue 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;
- 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 or any other relevant law;
- where transactions are blocked, delayed, frozen or refused by Indue, 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
- where required, Indue will monitor all transactions that arise pursuant to your use of the Card in accordance with its obligations imposed on it in accordance with the AML Legislation.
In this PDS, unless otherwise indicated:
AML Legislation means the Anti-Money Laundering and Counter Terrorism Financing Act 2006 (Cth) and its associated rules, regulatory guides and regulations.
App (or Xinja App) means the Xinja mobile application.
ATM means automatic teller machine.
Authorised Transaction means a transaction that we treat as having been authorised by you. We treat a transaction as being authorised by you when:
• you conduct an Electronic Transaction;
• your Card is used to conduct an Electronic Transaction; or
• your Card or Card Information is presented to in a way acceptable to us.
Auto Top-ups means the method for automatically loading value onto your Card under a direct debit arrangement as described in section 13.
Available Balance means the value recorded by us as being available for transactions using the Card.
Business Day means a day that banking institutions are open in Brisbane, QLD excluding Saturday, Sunday and public and bank holidays.
Cancellation Date means the date we are notified by you that you wish to cancel your Card or the date we decide to cancel your Card by exercising our discretion.
Card means the Xinja reloadable Visa prepaid card issued by Indue to you at the request of Xinja.
Card Information means information that is attached or associated with a Card (including card number, card expiry date and your personal details) that enables a transaction to be completed.
Card Limit means the maximum value that may be stored on a Card at any one time, which as at the date of this PDS is $999
Card Replacement Fee means the fee specified in section 17.
Currency Conversion Fee means the fee specified in section 17.
Daily ATM Limit means the maximum value that may be withdrawn from an ATM in any one day, which as at the date of this PDS is $500.
Daily Spend Limit means the maximum that may be spent at a point of sale terminal in any one day, which as at the date of this PDS is $999.
Direct Debit Request means an online form that we will require you to complete if you set up an Auto Top-Up arrangement and in which we will ask you to agree to the terms of a Direct Debit Request Service Agreement.
Direct Debit Request Service Agreement means an agreement between you and us that contains the terms and conditions applicable to an Auto Top-Up arrangement.
Disputed Transaction Fee means the fee specified in section 17.
Electronic Transaction means a transaction: (i) initiated by your instruction to purchase goods and/or services using your Card and your PIN (or signature depending on the relevant authorisation requirement at the point of sale terminal)); (ii) arising from use of your Card; or (iii) arising from the Card Information.
Expiry Date means the expiry “Good Thru” date printed on the front of the Card.
Floor Limit means an amount above which a payment at a point of sale terminal requires approval in order for the transaction to be effected. Floor Limits are set by merchants’ financial institutions.
Indue means Indue Limited ABN 97 087 822 464 being the issuer of the Card (Australian Financial Services Licence number 320204).
Maximum Load Limit means the maximum amount that can loaded onto a Card in a single load (as long as it does not cause the Available Balance to exceed the Card Limit). If the Maximum Load Limit is an amount less than the Card Limit it will either be displayed in the Xinja App or Xinja will notify you via email of the revised amount.
Negative Balance means that the Available Balance on your Card is negative (less than $0.00) rather than positive ($0.00 or greater).
Minimum Load Value: The minimum amount that may be loaded onto a Card in a single transaction. As at the date of this PDS, the Minimum Load Value is $20 when you use Visa or MasterCard Debit Card to Top-up. There is no minimum amount when you use a electronic funds transfer to load your Card.
PIN means the Personal Identification Number required to be entered by you when using the Card for Electronic Transactions (excluding those transaction which do not require a PIN, such as Visa paywave transactions. Please see section 15 for further information in relation to Visa paywave transactions).
Top-Up Amount means the amount that will be automatically deducted from your bank account and loaded onto your Card if you set up an Auto Top-Up and your Available Balance falls below the Trigger Amount.
Trigger Amount means the Available Balance you set to trigger an Auto Top-Up.
Unauthorised Transaction means a transaction made using your Card or Card Information by a person other than you, who does not have authority to make the transaction and from which you receive no benefit.
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 section 17.
Visa means Visa Worldwide PTE Ltd.
We, us, our means Indue.
Xinja means Xinja Pty Ltd ACN 617 350 615
You, your means the person to whom the Card is issued.
- one gender includes the other;
- the singular includes the plural and the plural includes the singular;
- a party named in this PDS includes the part’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 this PDS or affect its interpretation;
- 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.
If a party consists of more than 1 person, the terms and conditions set out in this PDS bind each of them separately and 2 or more of them jointly and severally.
An obligation, representation or warranty in favour of more than 1 person is for the benefit of them separately and jointly.
To download this Product Disclosure Statement, click here.
FINANCIAL SERVICES GUIDE
XINJA VISA PREPAID CARD
This Financial Services Guide is dated December 2018
Purpose and Contents of this FSG
This Financial Services Guide (“FSG”) is a document that is designed to provide you with important information regarding the financial services being provided by Xinja Holdings Ltd ACN 618 937 054 (“Xinja”). The purpose of this FSG is to assist you with deciding whether or not to acquire financial services from Xinja.
This FSG contains important information, including:
- how Xinja may be contacted;
- what financial services Xinja is authorised to provide to you;
- how Xinja is paid; and
- who to contact should you have a complaint.
Product Disclosure Statement
You will be able to access a Product Disclosure Statement (“PDS”) at the same time that you access this FSG. The PDS will include information to assist you with deciding whether or not to acquire the financial products that are referred to in this FSG. The PDS contains information about the financial products that are referred to in this PDS and their associated features, risks and fees.
Who we are
This FSG has been prepared by Xinja.
Xinja is an authorised representative of Indue Limited ABN 97 087 822 464 (“Indue”). Indue is an authorised deposit-taking institution, a member of Visa and the holder of an Australian Financial Services Licence, AFSL number 320204.
Xinja’s authorised representative number is 001262278
How to contact Indue
Indue can be contacted at:
PO Box 523
TOOWONG QLD 4066
Phone: 1300 671 819
How to contact Xinja
You can contact Xinja via:
- Chat within the Xinja Mobile Application (App);
- Emailing [email protected]; or
- Calling Xinja on 1800 XINJAS (1800 946 52) or on +61 2 8598 8525 if you’re overseas.
How can you provide instructions to us?
You can provide instructions to Xinja by:
- Chat within the Xinja Mobile Application (App);
- Emailing [email protected]; or
- Calling Xinja on 1800 XINJAS (1800 946 52) or on +61 2 8598 8525 if you’re overseas.
What financial services is Xinja authorised to provide?
Xinja is authorised on behalf of Indue, to deal in financial products (being non-cash payment products) by arranging for Indue to issue, vary or dispose of a financial product and arranging for you to acquire or apply for a financial product.
At the date of this FSG, Xinja is authorised to distribute and promote the Xinja branded Visa Prepaid card Product issued by Indue (“Prepaid Card”).
Xinja is not authorised to:
- make any representations or give any warranties on behalf of Indue except with the prior approval of Indue;
- provide you with any financial product advice (that is, advice taking into account your personal circumstances or a recommendation or statement of opinion intended, or could be reasonably regarded as being intended to influence you in making a decision about whether or not to acquire the Prepaid Card);
- purport to bind or contract for or on behalf of Indue in any way whatsoever, other than as is set out in the PDS; or
- give you information that is inconsistent with the information set out in the PDS.
Indue and Xinja are not related entities.
What commissions, fees or other benefits are received?
Indue receives fees and charges as set out in the relevant PDS which are passed on to Xinja by Indue and are often dependent on the number and types of transactions you make using your Prepaid Card.
Indue holds the value loaded onto your Prepaid Card and pays to Xinja interest that is earned from time to time. Within a reasonable time after you are given this FSG, but before you first activate your Prepaid Card, you may request further information about the financial benefits Xinja receives.
Xinja’s employees and agents may receive commissions or incentive payments for distributing the Prepaid Card to you.
Indue is covered by Professional Indemnity insurance, designed to pay claims by third parties (including customers) arising out of any professional negligence on Indue’s part. The terms and conditions of Indue’s Professional Indemnity insurance satisfy the requirements of section 912B of the Corporations Act 2001 (Cth) for compensation arrangements.
What you should do if you have a complaint?
If you have a complaint or dispute relating to your Prepaid Card, you should contact Xinja in the first instance.
If you have a complaint or dispute relating to your Prepaid Card that is not satisfactorily resolved by Xinja, you should immediately contact Indue.
If Indue or Xinja (as the case may be) is unable to settle your complaint immediately to your satisfaction, then Indue or Xinja (as the case may be) will acknowledge your complaint within 5 Business Days and may if relevant, request further details from you.
If your complaint is settled to your satisfaction within 5 business days of receiving the relevant details from you, Indue or Xinja may advise you of the outcome by means other than in writing (for example, by telephone). If you wish, you may request that Indue or Xinja provides you with a written response.
Within 21 days of receiving your complaint or further instructions from you, Indue or Xinja will:
advise you in writing of the results of its investigation; or
advise you that it requires further time (not exceeding 24 days) to complete its investigation.
An investigation will continue beyond 45 days only in exceptional circumstances, for example, if there are delays caused by other financial institutions or merchants involved in resolving the complaint, or in circumstances where Indue or Xinja investigate the relevant transaction under any applicable industry rules (if you wish to find out what industry rules apply to transactions made using your Prepaid Card, please contact Xinja or Indue).
Where you are not satisfied with the outcome of your complaint, you have the right to contact Indue’s External Dispute Resolution Scheme.
Indue is a member of the following External Dispute Resolution Scheme:
Australian Financial Complaints Authority
Authorisation by Indue
The distribution of this FSG has been authorised by Indue.
To download this Financial Services Guide, click here.