Terms and Conditions

1 Stipulations

1.1 This SNAP Account Holder Agreement, together with disclosures referred to in this Agreement, is the contract between You and TeleGlobal Ltd ('TeleGlobal').

1.2 It is a condition of use of SNAP that You have read and understood this Agreement and that You will be bound by and will comply with all of its terms and conditions.

1.3 Subject to the limitations of applicable law, We may at any time change or remove any of the terms and conditions of, or add new terms or conditions to, this Agreement. The date and detail of such changes will be posted on www.snapcard.com.

1.4 TeleGlobal is registered in the UK with registered address of Elsinore House, 77 Fulham Palace Road, London W6 8JA and is certified by the Financial Services Authority (FSA).

1.5 This Agreement and the relationship between You and TeleGlobal will be governed by the applicable laws of the United Kingdom. All claims, controversies and disputes arising from, or relating to, this agreement shall be resolved by the English Courts, except where jurisdictional legislation requires a specific dispute to be resolved by the courts of another country.

1.6 We and You are the only parties who may rely on or enforce these conditions and for this reason the Contract (Rights of Third Parties) Act 1999 is excluded.

2 Terminology

In this Agreement, the following definitions shall apply:

'Available Balance' means the funds held in a SNAP Account.

'E-money' means monetary value, represented by a claim on the issuer, that is stored on an electronic device, including a computer.

'FSA' means the Financial Services Authority of the United Kingdom.

'Merchant' means the seller of goods and / or services that is authorised by Us to accept SNAP as a form of payment.

'PIN' means the Personal Identification Number, without which no transaction will be authorised.

'Reseller' means each distribution agent and retail outlet appointed by TeleGlobal, at TeleGlobal's sole and absolute discretion, to distribute free SNAP Cards and provide Top-Up services. Resellers are not representatives of TeleGlobal and have no authority with respect to SNAP Cards or the SNAP Accounts they represent.

'SNAP' refers to the pre-paid E-money product issued by TeleGlobal and is a registered trademark of TeleGlobal.

'SNAP Account' refers to the server based account that is identified by the unique 19 digit SNAP Account Number the funds for which are held by Us, on Your behalf.

'SNAP Account Holder' means an individual in possession of, and with access to a SNAP Account.

'SNAP Card' means a card that carries the SNAP logo and that displays the unique SNAP Account Number. A SNAP Card can be used to load value into the SNAP Account identified by the SNAP Account Number on the SNAP Card.

'Transaction' means the action and process whereby funds are loaded into, or removed from, a SNAP Account.

'Top-up' and 'Topping-up' mean the action of loading funds into a SNAP Account.

'TeleGlobal' means TeleGlobal Ltd.

'We', 'Us', and 'Our' each means TeleGlobal Ltd, or anyone We assign Our rights to.

'You' and 'Your' each mean the holder of a SNAP Card, whether as an individual or as a legal entity.

3 Overview of the SNAP Service

3.1 TeleGlobal issues SNAP in accordance with all applicable laws of the United Kingdom.

3.2 The SNAP Service is subject to the Terms and Conditions contained herein and the methods of use as detailed in the Help section of www.snapcard.com

3.3 SNAP is a pre-paid, e-money system that operates as an equivalent to cash money. That is, cash is converted to an equivalent electronic value that is held in a computer based SNAP Account, identified by the SNAP Account Number and that is secured with a PIN, known only to the account holder. SNAP can then be used to undertake real time, system-based purchase, transfer or redemption transactions using the SNAP Account Number to identify the Account to be used for the transaction and the Secret PIN as proof that the individual undertaking the transaction is the holder of the SNAP Account.

3.4 As certified e-money issuers, We are unable to offer any form of credit or overdraft facility. Accordingly there must be sufficient funds available in the Account for any given transaction.

3.5 As certified e-money issuers, We are unable to provide any interest payable on funds held by Us on Your behalf

3.6 A SNAP Account can be loaded, or Topped Up, either

• at an Authorised Reseller (the Store Locator will provide a map of the Authorised Resellers nearest to any entered UK Postcode); or
• at any branch of the UK Post Office; or
• by Transfer of Funds from one SNAP Account to another.

• Funds loaded at an Authorised Reseller will be available in your SNAP Account after 10 minutes
• Funds loaded at a Branch of the Post Office will usually be available on the next working day, but may take two or more working days to become available
• The maximum that can be held in a single SNAP Account is £100
  

3.7 Whenever a transaction is made, Our servers are contacted to ensure that

• the SNAP Account Number is valid; and
• the PIN is correct and corresponds to the SNAP Account; and
• there is sufficient available balance to undertake the required transaction; and
• the Merchant requesting the transaction authorisation is a bona fide Merchant approved by Us to accept SNAP as a form of payment; and
• the age restricted status of the Merchant matches the age verified status of the SNAP Account (Clause 12 - Age Verification); and
• the transaction does not cause the holder to exceed any of the imposed limits or controls (Clause 8 - Restriction Limits); and

3.8 Whenever a SNAP transaction is authorised by Us, We immediately

• return a ‘Transaction Authorised’ message directly to the electronic interface from which the instruction was received or to the intermediary for a transaction for return to the electronic interface (e.g. the Merchant); and
• draw down the value of the transaction, plus applicable charges (if any), from the SNAP Account.

3.9 In the event that the transaction is

• a purchase from an authorised Merchant, We settle, on Your behalf, with the Merchant in accordance with the Terms We have agreed with that Merchant; or
• a Transfer of funds to another SNAP Account, We deposit the Funds transferred into the destination SNAP Account, on Your behalf; or
• a Redemption, We will provide settlement to You in accordance with Your chosen method of redemption.

4 Account Expiration

4.1 A SNAP Account will expire automatically on the 1st anniversary of last usage.

4.2 Last usage is defined as the most recent of:

• The date of last value addition to the Account
• The date of last value removal from the Account

4.3 Any available balance in the Account at the time of expiration will be forfeit. We will redeem any forfeit value of expired Accounts and will transfer the amount (less redemption charges) to a charitable foundation.

4.4 TeleGlobal will endeavour to advise a Account holder of the imminent expiry of a SNAP Account. However, TeleGlobal cannot be held responsible if an Account expires without notice being provided.

4.5 On expiration of an Account, the SNAP Account Number becomes void and cannot be re-used.

5 Personal Identification Number (PIN)

5.1 The PIN identifies You as the holder of Your SNAP Account and must be correctly entered in order for Us to be able to authorise any transaction that You wish to undertake.

5.2 An initial PIN is provided under the scratch panel on the reverse of a new SNAP Card.

• DO NOT accept a new SNAP Card if the PIN is already revealed.
• DO change this PIN, as soon as practicable. This can be done by logging into MySNAP on www.snapcard.com.
• DO change the PIN to a number that You can easily remember, but that cannot be easily guessed by someone else.
• DO change the PIN on a regular basis and in particular if You have any reason to suspect that another person may have become aware of Your PIN.

5.3 You are obliged to keep the PIN safe and secret.

5.4 When entering Your PIN to undertake a Transaction, it will never be displayed as the actual digits that You enter. Instead, it will be encrypted and will be typically displayed either as a series of asterisks or dots. If on entering Your PIN You see the actual digits, abandon the transaction.

5.5 Should You forget or lose Your PIN, We cannot adviseYou of your PIN number, nor can We change it on Your behalf. Consequently, if You do lose or forget Your PIN, You may forfeit the available balance of the Account.

5.6 In order to maintain the integrity of Your SNAP Account, We will suspend the Account if there are more than three attempts to enter the PIN incorrectly. You will receive a warning message on each attempt that the PIN or the SNAP Account number has been entered incorrectly. You will then be asked to re-enter both the Account Number and the PIN. On the fourth attempt Your Account will be suspended and You should contact support@snapcard.com to have it re-activated (See SNAP Help). In the event that subsequent attempts are made to utilise the Account with an incorrect PIN, We reserve the right to refuse to re-activate the Account.

6 SNAP Wallet

6.1 The SNAP Wallet is a free service offered by Us to allow the safe storage of up to ten (10) SNAP Account Numbers.

6.2 You are strongly recommended to create a Wallet and enter the details of each SNAP Account held by You, or entrusted to You, in order to allow You to recover any available balance in the event that a SNAP Card held by You is lost or stolen.

6.3 You will require a SNAP Account Number and PIN in order to create a SNAP Wallet. The SNAP Account number used will be automatically recorded in the Wallet.

6.4 You may add further Accounts to the Wallet, subject to the limits detailed in clause 8.2 below.

6.5 We assume that You are the holder of any Account held within the wallet You created. Accordingly, You need only undergo Age Verification (and when available Identity Verification) once, in order to selectively enable each Account held within Your Wallet. Accordingly, a Wallet can be used to remove, from several SNAP Accounts, any limitations and / or suspensions imposed as a result of the restrictions detailed in clauses 8.2 to 8.5 inclusive.

6.6 We cannot be held responsible or liable if You, in error, enable an attribute for an Account that You hold in Your wallet on behalf of someone else (e.g. enabling an Account held by a minor to purchase from an Merchant selling 'Adult' goods and / or services).

6.7 Your username, password and the answers to the 'Secret Questions' should be held private and secure. Under no circumstances can We be held liable or responsible for unauthorised access to Your Wallet.

7 Restrictions on the use of SNAP

7.1 Restrictions and limits are placed on the use of SNAP in accordance with the level of certification We have received from the FSA and current Anti-Money Laundering and Anti-Terrorist Financing regulations.

7.2 In accordance with these regulations We are obliged to, and will, report any activity that We suspect may be in contravention of applicable regulations.

7.3 You will use SNAP only for its intended purpose and for no purpose deemed unlawful in the jurisdiction in which You obtained Your SNAP Account.

7.4 We reserve the right not to authorise any transaction that We have reason to believe, at Our sole discretion, is about to cause, or has already caused, a breach of any of the limits listed in 8.1 to 8.5 inclusive.

7.5 We further reserve the right to suspend further activity with any SNAP Account that We have reason to believe, at Our sole discretion, is about to cause, or has already caused, a breach of any of the limits listed in clauses 8.2 and 8.5

7.6 The limits imposed in 8.2 to 8.5 inclusive can and will be lifted for any SNAP Account that is known to be held by an individual that has undergone successful positive identity verification.

7.7 A SNAP Account that has been suspended in accordance with 7.5 above, can be re-activated on the holder of the successfully completing a successful positive identity verification using the Account in question.

8 Restriction Limits

8.1 SNAP Account Limit

• The maximum Available Balance for any individual SNAP Account is £100.

8.2 Total SNAP Held Limit

• Although You may hold a number of separate SNAP Accounts, You agree to restrict the total value of all SNAP Accounts held by You at any given time to less than £1,000.

8.3 Value Transfer Limits

• An annual total limit of £650 can be transferred by You (regardless of the number of SNAP Accounts held by the individual).
• Value Transfer includes both the Transfer and Send functions of SNAP.

8.4 Redemption Limits

• A SNAP Account must have a minimum Available Balance of £10 before redemption can be authorised.
• The maximum amount redeemable from a SNAP Account is the Available Balance, less applicable charges.
• A maximum of £650 in total per annum can be redeemed by an individual, regardless of from how many SNAP Accounts the redemptions are made.

8.5 Turnover Limit

• A cumulative turnover limit of £5,000 is imposed on an individual, regardless of the number of SNAP Accounts used and regardless of the amount of time taken to achieve this Turnover Limit.
• Turnover includes the removal of any value from an Account regardless of how such value is removed (i.e. Spend, Send, Transfer or Redeem) plus any value, other than a Top-up, that is added to the Account, (e.g. includes the receipt of funds into an Account from a Send or Transfer transaction or from a refund, but does not include cash loaded from a Top-up at a Reseller).

9 Cancellation of a Transaction

9.1 High Street Top Up Transaction:

• When loading funds into a SNAP Account at a High Street Reseller using a SNAP Card (top up), there is a 10 minute ‘window’ before the funds are added to Your SNAP account. Should You change Your mind (or find You have insufficient money to pay) You may cancel the Top-up by telling the shop assistant who will then cancel the transaction and return to You any money that You have already paid.
• After this 10 minute ‘window’, the top-up is finalised and the Reseller will be unable to refund any money You may have already paid. However, You may redeem Your money subject to the terms and conditions of redemption (Clause 8.4 - Redemption Limits and SNAP Help).

9.2 Spend or Transfer Transaction

• Whether You are using Your SNAP Account to make a purchase, transferring value to another SNAP Account or redeeming the Available Balance, You will always be given the opportunity to proceed with or cancel the transaction before the transaction is finalised.
• Should You proceed, the transaction is irreversible. It is therefore strongly recommended that You double check the details of the transaction before clicking on proceed.
• If the transaction is a purchase from a Merchant You can seek to cancel the transaction with the Merchant and seek a refund. (Clause 10 - Refunds on Goods and Services Purchased with SNAP).
• If the transaction is a Transfer to another SNAP Account We are unable to remove the value from the destination account, without the authorisation of the owner of that Account. Accordingly, You are strongly recommended to double check that the destination Account details You are entering are correct.

10 Refunds on Goods and Services Purchased with SNAP

10.1 We are not responsible for the delivery, quality, safety, legality, suitability or any other aspect of goods and services purchased by You from Merchants using SNAP. All disputes regarding any of these issues should be addressed to the Merchant themselves.

10.2 For services purchased from a Merchant directly from our website, (e.g. vouchers and certificates) we are not responsible for the quality, safety, legality, suitability or any other aspect other than the delivery of the service to you. Although purchased from our website, the Terms and Conditions of the Merchant providing the Service will apply.

10.3 It is the responsibility of the Merchant to ensure that a refund is made to You. We are unable to recover from a Merchant, on Your behalf, funds used in a Purchase Transaction.

10.4 In the event that a Merchant refuses to reimburse You We would appreciate being advised of Your dispute. At Our complete discretion, sufficient bona fide complaints against a particular Merchant will result in the Merchant losing its authorisation to accept SNAP as a form of payment.

10.5 When a refund request is received by Us from a Merchant, and wherever possible, the refund will be made to the SNAP Account used to make the purchase. Accordingly, You should keep a record of the SNAP Account (and its associated PIN), used for any transaction.

10.6 In the event that (i) the SNAP Account used is no longer active (Clause 4 - Account Expiration) or (ii) the addition of the refund will cause the Account to exceed its value limit (Clause 8.1 - SNAP Account Limit), then the Merchant is obliged to arrange alternative means of refund to You.

10.7 We are unable to intervene in any dispute that You may have with a Merchant, other than verifying that a transaction or transactions occurred between any given SNAP Account and the Merchant in question.

11 Offers and Promotions

11.1 On occasion We may advertise on our Website special offers and promotions that are being offered by Merchants to SNAP Account Holders. Although We ensure that these offers and promotions are bona fide, we cannot be held liable should a Merchant, for whatever reason, not fulfill their obligations under the promotion or offer.

12 Privacy

12.1 We treat Your privacy extremely seriously and We will never divulge any personal information You provide to us unless

• we have Your expressed permission to do so; or
• we are required by law to disclose to a relevant Authority.

12.2 We cannot be held in breach of Our Privacy Policy should You divulge Your personal information to a third party (e.g. a Merchant) whilst using SNAP as a means of payment.  Our Privacy Policy can be viewed here.

13 Age Restriction and Verification

13.1 Every SNAP Account has an Age Verification 'Tag' that is, by default, set as being 'unverified', i.e. the age of the Account holder is undetermined. The default assumption is therefore that the Account is not held by an Adult.

13.2 Unless the SNAP Account holder has successfully undergone Our Age Verification process We will not authorise any payment transaction from a SNAP Account with a Merchant recorded as selling Age Restricted goods or services.

13.3 It is the responsibility of a Merchant that sells Age Restricted goods or services to ensure

• that they are not selling the goods to a minor; and
• that they correctly advise Us, and keep Us regularly updated as to whether the goods or services they sell are Age Restricted.

13.4 Although We do all that We can to prevent a minor from using SNAP to purchase Age Restricted goods or services, under no circumstances can We be held liable or in any way responsible should a Minor successfully manage to purchase Age Restricted goods or services with SNAP.

14 'Phising' and Attempted Fraud

14.1 'Phishing'

• Under no circumstances will You be legitimately contacted by letter, e-mail or phone, either by Us or anyone else, asking You to confirm Your Account Number(s) and PIN(s). Any such communication should be ignored.
• When entering Your PIN it should always be encrypted – do not enter Your PIN online if You can view the actual digits as You enter them.

14.2 Authorised Resellers

• An authorised Reseller will issue You with a receipt for any Top-up undertaken. The receipt will include the Reseller's details along with the SNAP Account number, the amount loaded, the date and time of the Transaction and a Transaction Identity number. Always ask for a receipt.
• No Reseller will be authorised by Us to offer Load services at any location other than at their business premises. Do not request to load funds into Your Account with any individual offering Top-ups outside of business premises.
• Only authorised Resellers will be listed on Our website. Should You have any cause to suspect whether a Reseller is genuine, please confirm that they are authorised by Us to offer Top-up services by checking on Our Store Locator service on Our website. If the Reseller in question is not on this list, do not request a Top-up from them.

14.3 Authorised Merchants

• The list of all Merchants Authorised by Us is available on www.snapcard.com. We cannot be held responsible or in any way liable for a Transaction undertaken with a Merchant that does not appear on this list.

14.4 If You have cause to suspect that a Reseller or a Merchant is not genuine, or have undertaken a Transaction that has not been fulfilled, please advise Us by e-mailing Us at support@snapcard.com.

15 Lost or Stolen Cards

15.1 To the fullest extent permitted by applicable law, We are not responsible for lost or stolen SNAP Cards or any subsequent unauthorised transactions made with the corresponding SNAP Account.

15.2 In the event that You lose Your SNAP Card, or have it stolen, as soon as practical after realising Your loss, You should transfer the Available Balance to another SNAP Account using either the 'Transfer' or 'Send' function available within MySNAP.

16 Unauthorised Transactions

16.1 Any transaction that removes value from a SNAP Account can only be undertaken with the correct, corresponding PIN. Our systems prevent repeated attempts at 'guessing' the correct PIN for a known Account Number. The security and secrecy of the PIN is Your responsibility and consequently, We cannot be held liable for any unauthorised transaction, unless it can be proven that the unauthorised transaction occurred as a result of the failure of Our systems.

17 Liability for Failure to Complete Transactions

17.1 TeleGlobal will not be liable when

• there is insufficient available balance in the SNAP Account to complete the transaction; or
  
• there is a system malfunction at the time of the transaction, regardless of the cause of such malfunction, leading to the transaction being incomplete; or
  
• if circumstances beyond Our control (such as fire, flood, terrorist attack or national emergency) prevent the transaction, despite reasonable precautions that We have taken; or
  
• if a Reseller where a SNAP Card was loaded did not properly transmit information to TeleGlobal; or
• there are other exceptions stated in Our Agreement with You.
  

18 Void Where Prohibited

18.1 Not all services described in this Agreement are available to all persons or at all locations. We reserve the right to limit, at Our sole discretion, the provision of any such services to any person or in any location. Any offer of a service in this Agreement shall be deemed void where prohibited.

19 Severability

19.1 If any of the terms of this Agreement are invalid, changed by applicable law or declared invalid by order of court or regulatory authority, the remaining terms of this Agreement shall not be affected, and this Agreement shall be interpreted as if the invalid terms had not been included in this Agreement.

20 Limited Liability

20.1 Except as otherwise expressly required by this agreement or applicable law, We will not be liable to You for performing or failing to perform any obligation under this agreement unless We have acted in bad faith.

20.2 Without limiting the foregoing, We will not be liable to You for delays or mistakes resulting from any circumstances beyond Our control, including, without limitation, acts of governmental authorities, national emergencies, insurrection, war, riots, failure of merchants to honour SNAP, failure of TeleGlobal to provide any services, failure of merchants to perform or provide services, failure of communication systems, or failures of or difficulties with Our equipment or systems.

20.3 Not in limitation of the foregoing, We will not be liable to You for any delay, failure or malfunction attributable to Your equipment, any internet service, any payment system or any customer service function.

20.4 In the event that We are held liable to You, You will only be entitled to recover Your actual funds balance. In no event shall You be entitled to recover any indirect, consequential, exemplary or special damages (whether in contract, tort or otherwise), even if You have advised Us of the possibility of such damages.

21 Complaints Against TeleGlobal

21.1 We trust that We will never give cause for complaint, however, a complaint against TeleGlobal can, in the first instance, be lodged at support@snapcard.com or by writing to Us at: TeleGlobal Ltd,Elsinore House77 Fulham Palace RoadLondon W6 8JA.

21.2 We will do all that We reasonably can to resolve complaints as quickly as possible and in accordance with Our Complaints Handling Procedures that are, in turn, governed by the FSA.

21.3 You may refer an eligible complaint to the Financial Ombudsman Scheme if a complaint has not been resolved in accordance with Our complaints handling procedures. Details of these and of the Financial Ombudsman Service will be provided to You within 5 business days of Your complaint being received by Us.

22 Fees and Charges

The following fees and charges will be applied to the available balance of Your Account:

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