The Payz Plus card Terms and Conditions

Updated on May 10, 2023.

These Terms and Conditions apply to Your Payz Plus card in addition to the PSI-Pay Terms of Use for the User Account (for Clients) and PSI-Pay Terms of Use for the Business Entity Account (for Business accounts). You must read both documents carefully.

In these Terms and Conditions, the following words have the meaning set out beside them:

“Payz account” – means either the personal Payz Account or the Payz Business Account (as applicable to You) which holds Your electronic money available to spend via Payz services or on the associated Payz Plus card.

“Payz Plus card” – means the payment card (both physical and virtual) issued by PSI-Pay Ltd pursuant to license by Diners Club International.

“Payz” – means our (PSI-Pay) registered trading name.

“PSI-Pay”, “We”, “Us” or “Our” – means PSI-Pay Ltd., a company incorporated under the laws of England and Wales, authorised and regulated by the Financial Conduct Authority of the United Kingdom to issue electronic money and thus to provide payment services as further described in these Terms of Use.

“Security Credentials” – means any tool, information or setting that You can use to access information on the card and/or to make transactions using the Payz Plus card, which may include username, password or passcode, security question and answer, biometric details such as face ID or a fingerprint, card number, PIN, as We may advise You from time to time.

“Cashback” – is a service offered by selected retailers that allows consumers to withdraw cash
from their associated card account as part of the retailer’s transaction when making a card
purchase.

“Business Day” – means a day between and including Monday to Friday, between 7am and4pm (UK time) except for bank or public holidays in England and Wales.

“Customer Support” – means Our customer services team thatYou can contact via the methods set outin section 18 below;

“Transaction” – means any cash withdrawal or purchase made using your Payz Mastercard /
Payz Business Mastercard.

“Website” – means our website at https://www.payz.com/.

“Application” – means the mobile application associated with your Payz account.

“You”, “Your” – refers to the person who has been issued a Payz Mastercard / Payz Business
Mastercard by PSI-Pay Ltd.

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2.1 Your Payz Plus card does not hold a balance. You can use the Payz Plus card to access available funds on the associated Payz Account at any location that displays the Diners Club International acceptance mark, including cash machines, shops, restaurants, online, or over the telephone. You can use Your Payz Plus card in the UK and overseas. Before using Your Payz Plus card You need to make sure there are sufficient funds available in Your Payz Account. You will not be able and should not attempt to use Your Payz Plus card after its expiry date.

2.2 Your Payz Plus card is not a credit card and You can only access funds available in the associated Payz Account.

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3.1 To be eligible to apply for Payz Plus card You must be at least 18 years old, and a Payz Account holder and resident in a country that Payz provides this service.

3.2 Up to six (6) Payz Plus cards can be issued per personal Payz Account one per available currency and type (physical and virtual). Up to eleven (11) Payz Plus cards can be issued per Payz Business Account. The number of cards permitted and currencies available vary by country. You will be able to see a list of products available in Your country of residence during the application process.

3.3 The currency of Your Payz Plus card will be indicated on Your card and in Your Payz Account section of the Website.

3.2. To be eligible to apply for Payz Plus card You must be at least 18 years old, and a Payz Account holder and resident in a country that Payz provides this service.

3.2 Up to six (6) Payz Plus cards can be issued per personal Payz Account one per available currency and type (physical and virtual). Up to eleven (11) Payz Plus cards can be issued per Payz Business Account. The number of cards permitted and currencies available vary by country. You will be able to see a list of products available in Your country of residence during the application process.

3.3 The currency of Your Payz Plus card will be indicated on Your card and in Your Payz Account section of the Website.

3.4 When We issue a Payz Plus card We may charge a fee. Find details of Our fees at https://www.payz.com/policies/terms-of-use (for Clients) and https://payz.com/policies/business-merchant-terms-of-use/ (for Business accounts).

3.5. By using the Payz Plus card You are agreeing to these Terms and Conditions and PSI-Pay Terms of Use for the User Account available to view at https://www.payz.com/policies/terms-of-use (for Clients) and https://payz.com/policies/business-merchant-terms-of-use/ (for Business accounts).

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4.1 Once You have received Your physical Payz Plus card, You must ‘activate’ it on the Website or in the Application as soon as possible. We reserve the right to automatically cancel any cards that have not been activated 90 days after card issue date. Your virtual Payz Plus card will be automatically activated on issuance.

4.2 You will not be able to process any transactions on Your physical Payz Plus card until You have activated it. You can obtain Your PIN on Our secure Website or in the Application. PIN reminders are free of charge and are limited to 5 per day.

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5.1 Before You use Your Payz Plus card, You must make sure there are sufficient funds available in the currency it is denominated to cover the payment transaction and any associated fees, otherwise it will be declined. When You log into Your Payz Account You can see the available balance of each currency in it.

5.2 Transactions made using Your Payz Plus card will be debited from the available funds in the currency of that card in Your associated Payz Account. We will also deduct any applicable fees as soon as they become payable by You. More information about Our fees can be found at https://payz.com/card-fees-limits (for Clients) and https://payz.com/business/card-fees/ (for Business accounts).

5.3 Contactless payments will be enabled once the physical card is fully activated and only after a successful PIN transaction.

5.4 You can temporarily freeze Your Payz Plus card at any time for security reasons on Our secure Website or in the Application.

5.5 Your Payz Plus card allows You to set custom monthly limits for each card linked to Your Payz Account for online purchases and cash withdrawals.
5.6 Your Payz Plus card gives You the flexibility to disable certain types of transactions – such as online, in store, ATM or contactless transactions for additional security.

5.7 You are allowed to use Your card for cashback at participating retailers. Cashback is a subject to availability of funds in the currency of that card at the time. Payz will not charge for this service and typically retailers will not charge either. The amount of cashback available at different retailers may vary, therefore We recommend that You check applicable fees & limits with Your local retailers.

5.8 All Payz Plus cards remain the property of Payz. We may ask You to stop using one or more of Your Payz Plus cards and return it to Us or destroy it. We may at any time suspend, restrict or cancel Your Payz Plus card(s) or refuse to issue or replace it for any reason including the following:

• We are concerned about the security of Your Payz Plus card, Payz Account or Security Credentials;
• We suspect Your Payz Plus card, Payz Account or Security Credentials are being used in an unauthorised or fraudulent manner;
• We suspect Your Payz Plus card, Payz Account or Security Credentials are being used in an unauthorised or fraudulent manner;
• We have reasonable grounds to believe that continued use of Your Payz Plus card or Security Credentials may cause Us to break the law, code, rules of Diners Club card scheme or other duty applicable to Us or might expose Us to claims from third parties or damage Our reputation;
• Or We need to do so to comply with the appropriate laws and regulations.

 
5.9 If We do this, We will notify You as soon as We can or are permitted to do so after We have taken these steps and the reasons for doing this. Where We refuse to execute a card transaction due to reasons related to factual matters, We will also tell You about the procedure for rectifying any factual errors that led to such refusal. If We are unable to inform You beforehand, then We will inform You immediately afterwards. We will not inform You where doing so would compromise reasonable security measures, or would be unlawful. If the reasons for stopping, suspending or restricting the Payz Plus card or Security Credentials no longer apply, We will unblock and/or replace them.

5.10 We reserve the right to impose restrictions at the point of sale where We believe that either Your or Our security may be compromised.

5.11 Like other payment cards, We cannot guarantee a retailer will accept Your Payz Plus card. We may also decline a transaction if:

• Executing the transaction would breach any limit applicable to Your Payz Plus card or Payz Account;
• You have failed to use the authentication method and/or Security Credentials required to authorise the card transaction;
• If We are concerned about security of Your Payz Plus card or We suspect Your Payz Plus card is being used in a suspicious, unauthorised, fraudulent or potentially illegal manner;
• If sufficient funds are not available on Your associated Payz Account at the time of a transaction to cover the amount of the transaction and any applicable fees;
• If We have reasonable grounds to believe that You are acting in breach of these Terms and Conditions;
• Because of errors, failures (whether mechanical or otherwise) or refusals by retailers, payment processors or payment schemes involved in the transaction process.

 
5.12 If you have any questions regarding a declined transaction you can contact us on customersupport@payz.com(for Clients) or businesssupport@payz.com (for Business accounts).

5.13 We will make information about transactions to and from Payz Plus cards available online through the Website and the Application. You should carefully review all card transaction information regularly.

5.14 Unless the applicable law requires otherwise, the card transaction information made available to You will include:

• a reference enabling You to identify each transaction and, where appropriate, information relating to the payee or payer;
• the amount of each transaction in the currency in which the card is debited or credited (as applicable);
• the amount of any charges for the transaction including their break down, where applicable;
• where applicable, the exchange rate used and the amount of the transaction after the currency conversion;
• the debit or credit (as applicable) value date.

 
5.15 We will also provide the same information in Your Payz Account statement free of charge which You can see at any time when You access Your Account via the Website or the Application.

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6.1 Subject to the features of the particular Payz Plus card, the authorisation of a transaction can include authorising any single transaction, a series or recurring transactions (including transactions for an indefinite period) or pre-authorising future transactions of a certain or uncertain amount.

6.2 A transaction will be deemed as authorised by You, where You have provided or entered any of Your card or other security details with the retailer. This may include but not exclusively, be Your card number, PIN or other Security Credentials as requested, signing a sales voucher or waving / swiping the card over a card reader or inserting the card into a card device or an ATM. Retailers and automated teller machine (ATM) acquirers are required to obtain an online authorisation from Us for the transactions processed on Your Payz Plus card. This is to make sure You have sufficient funds available to cover the transaction amount. If they are unable to do so, the transaction will be declined. Examples of these types of retailers that may have this limitation include automated pay parking machines, toll fees, in-flight and train companies. Restrictions are also placed on self-service petrol pumps, however You can use Your Payz Plus card at the cashier.

6.3 All ecommerce transactions are processed in line with industry security protocols. Online transactions may need additional authentication using 3D Secure.

6.4 We will execute a card transaction as soon as We receive the transaction request. The time of receipt of a transaction request is when it is received by Us, which may be the time You consent to the transaction, or the time We receive the request for the recurring card payment You have previously authorised with the Retailer.

6.5 You cannot stop a card transaction after the transaction request has been transmitted to Us.

6.6 When incurring charges in currencies other than the base currency of the card there might be a 1% reserve placed on the transaction to protect you against any fluctuations in exchange rates. This will be released as soon as the transaction is finalised. The addition of this percentage to the amount of the transaction authorised by the merchant is referred to as ‘padding’ or ‘tolerance’.

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7.1 If You change Your mind about having the card, You can cancel it and terminate these Terms and Conditions within 14 days of the date You receive confirmation of Your application being approved by contacting Customer Support. You will not be charged for cancelling the card during this period. All refunds will be paid in the currency of Your card to Your Payz Account. You will not be entitled to a refund of any transactions and associated fees made using Your card up to the date You notify Us of Your cancellation.

7.2 These Terms and Conditions will continue indefinitely unless terminated. You may cancel Your Payz Plus card at any time by contacting Customer Support. Any available balances will remain on Your Payz Account until it is closed. Those funds will remain available for Payz services or can be redeemed upon Your request in line with Your Payz Account Terms of Use available at https://www.payz.com/policies/terms-of-use (for Clients) and https://payz.com/policies/business-merchant-terms-of-use/ (for Business accounts). If the associated Payz Account is cancelled for any reason, all Payz Plus cards linked to it will be immediately cancelled as well.

7.3 We may terminate these Terms and Conditions and cancel Your card(s) with immediate effect if:

• You die;
• an order for Your bankruptcy is made, or if You are a business, Your business no longer operates, goes into administration, is wound up, becomes insolvent or such other similar event occurs;
• You fail to pay any amounts due to Us under these Terms and Conditions within 30 days of the due date for payment;
• You break any important term of these Terms and Conditions and (where remediable) fail to remedy that breach within 30 days after being notified in writing to do so;
• We reasonably believe that continuing to permit use of Your card may cause Us to breach any applicable law, code or other duty that applies to Us or expose Us to any adverse action, censure, fine or penalty from any regulatory body, law enforcement or other governmental agency or the Diners card scheme;
• We are required to do so to comply with any applicable law or code or by a regulatory body; or
• We reasonably believe or suspect that the card is being used for a purpose that is unlawful (which may include, without limitation, receiving the proceeds of crime onto the card) or that You have committed or attempted to commit fraud or other illegal activity.

 
7.4 These Terms and Conditions will terminate automatically when the last card issued to You under
these Terms and Conditions expires and it is not replaced in accordance with this section 7. In this case the date these Terms and Conditions terminate shall be date Your last card expires.

7.5 If these Terms and Conditions are terminated for any reason, Your card will be cancelled, and You will not be able to use it. You will be liable for any transactions made using Your card but not yet processed before the date of cancellation.

7.6 Termination of these Terms and Conditions will not affect:

• the accrued rights, obligations and/or liabilities at the date of termination;
• the coming into force or the continuance in force of any provision which is expressly or by implication intended to come into continue to be in force on or after termination.

 
7.7 Your Payz Plus card will be valid for a set amount of time. The card expiry date will be presented on Your card.

7.8 Shortly before expiry of Your Payz Plus card, We will contact You with details of how to obtain a new card before Your current card expires. If You wish to have another card, We may require You to complete security and verification checks, particularly if any of Your personal details have changed since We last verified this information.

7.9 When We issue a replacement Payz Plus card We may charge a fee. Find details of Our fees at https://payz.com/card-fees-limits (for Clients) and https://payz.com/business/cards/card-fees/ (for Business accounts).

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8.1 We will provide or set You up You with certain Security Credentials (such as PIN, password or card number) so that You can use Your card to make transactions and/or access information on Your card. You must take all reasonable steps to keep Your card and any such Security Credentials safe to protect the funds on Your card.

8.2 You must sign Your physical card as soon as You receive and only release the card or other Security Credentials to make (or try to make) a transaction.

8.3 You should treat Your Payz Plus card like cash. If it is lost or stolen, You may lose some or all of Your money.

8.4 You must not:

• allow anyone else to use Your card and/or other devices which may be used to access Your card or Security Credentials (such as Your mobile phone if that is where You keep Your card details or other Security Credentials);
• give or disclose to any other person Your Security Credentials (such as PIN or any other security information You have given Us);
• choose Security Credentials like a PIN or password that is easy for someone else to guess (such as 1234 or Your date of birth);
• write down Your Security Credentials in a way that someone else could understand them.

 
8.5 We recommend that You check Your Payz Plus card transactions regularly on the Website or in the Application. You can view Your Payz Account balances and transactions as well as Your Payz Plus card transactions at any time.

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9.1 We will ensure that a card transaction You make is credited to the retailer’s bank, or that funds returned following a redemption or cancellation are credited to Your bank within these timescales:

Type of Transaction

• Transactions carried out in euros (€) or pounds sterling (£) to an account or retailer’s bank located in the UK or the EEA
• All other transactions carried out in EEA currencies to an account or retailer’s bank located in the EEA
• Transactions in non-EEA currencies or to an account or retailer’s bank located outside the EEA

 
Timescale

• By the end of the Business Day following the day on which the transaction order is received
• By the end of the fourth Business Day following the day on which the transaction or order is received
• Varies, depending on the currency or country the payment is sent.

 
9.2 The European Economic Area (EEA) includes all the member states of the European Union, Iceland, Norway and Liechtenstein.

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10.1 If Your Payz Plus card is lost, stolen or compromised, You must take action as soon as possible. You may block and replace Your card on Our Website or in the Application or You may notify Us by using Our live chat service on the “Help & Support” page on Our Website (payz.com) or calling Us on Our 24 hour Lost and Stolen Card Helpline +44 (0) 371 898 1012.

10.2 If a transaction to or from Your card is executed incorrectly or a card transaction has not been authorised, You must, on becoming aware of such incorrectly executed or unauthorised transaction, notify Us without delay and in any case within 13 months after the transaction was debited to the card. You will be liable for all losses incurred in respect of any unauthorised or incorrectly executed transactions and will not be entitled to a refund if You do not notify Us in accordance with this section.

10.3 We will, on receipt of Your notification, review the card transaction instructions, investigate and trace (as appropriate) the relevant payment and will notify You of Our findings (to the extent We are permitted t o do so by law).

10.4 If after We refund You for card payment for any reason, Our investigation discovers that You were not entitled to a refund, We will deduct the amount of the refund from the funds held in Your Payz Account and We reserve the right to recover the value of any refunded payment by any other legal means.

Late or incorrect payments to Your Payz Plus card

10.5 If We are responsible for crediting a load transaction to Your Payz Plus card later than it should have been, We will credit Your associated Payz Account immediately with the right load amount and refund any charges to put the Payz Account in a position had the load transaction been credited in time.

10.6 If a load transaction is received to Your Payz Plus card by mistake, We are obligated to provide to the payment s ervice provider that sent the incorrect payment certain information about You and the payment to enable them to recover the funds.

Incorrectly executed transactions from Your Payz Plus card

10.7 If We execute a transaction from Your Payz Plus card incorrectly, We will refund the amount of incorrectly made transaction without undue delay, together with any charges to put the P ayz Plus card in a position had the relevant transaction not been made, except where:

• the transaction request provided by You was not correct, in which case We will make reasonable efforts to trace the payment and recover the payment amount if You ask Us to do so and will notify You of the outcome. We will charge You a fee to recover Our costs in doing so
• We can show that the payment was received by a retailer’s bank (in which case the retailer’s bank is liable).

 
Unauthorised transactions from Your Payz Plus card

10.8 If You notify Us of unauthorised transaction from Your Payz Plus card (for example, that someone else has used the card or card details without Your permission) We will refund the amount of the unauthorised transaction, including any associated fees to put the card back into position had the unauthorised transaction not been made, as soon as possible and in any case no later than the end of the Business Day after the day You notify Us, unless We have reasonable grounds to suspect fraudulent behaviour and have notified the police or other person permitted by law. If We make a refund, You will not have any further claim against Us in respect of such unauthorised transaction.

10.9 If We have reasonable grounds to believe that You are not entitled to a refund, We may investigate Your claim further before making a refund. You agree to provide Us any such information as We may reasonably require to assist Our investigation, including through electronic means.

10.10 You will be liable for all losses incurred with respect to unauthorised card transaction and will not be entitled to a refund if:

• the card transaction was authorised by You; or
• You have acted fraudulently, or with intent or gross negligence, have failed to comply these Terms and Conditions with respect to keeping Your cards and Security Credentials safe and secure.

 
10.11 You may be liable up to a maximum of £35 (or currency equivalent) for any losses incurred with respect to unauthorised card transactions arising from the loss, theft or misappropriation of Your Payz Plus card or Security Credentials before You notify Us in accordance with sections 1 and 10.2. The £35 (or currency equivalent) liability limit is applicable to each instance of loss, theft or misappropriation and not each transaction.

10.12 If Your Payz Plus card or Security Credentials are used without Your permission, or are lost, stolen or if You think the Payz Plus card or Security Credentials may be misused, We may disclose to law enforcement agencies, any information which We reasonably believe may be relevant.

Transactions Initiated by Retailer

10.13 You may be entitled to a refund for certain pre-authorised transactions, i.e. payments initiated by a retailer where You have agreed for the payment to be taken from the Payz Plus card in advance without agreeing a specific amount, provided that:

• Your authorisation did not specify the exact amount;
• the amount of payment exceeded the amount You could reasonably have expected (taking into Your previous spending patterns and other relevant circumstances). We may ask You to provide such information as is reasonably necessary to determine if this is correct;
• You have asked Us for a refund within 8 weeks of the date the transaction was debited to Your card.

 
10.14 You will not be entitled to a refund of a pre-authorised transaction if You have been told by Us, or the retailer, of the amount of that transaction at least 4 weeks before the transaction was due to be deducted from Your Payz Account, and You consented to the transaction.

10.15 If You are entitled to a refund for a transaction initiated by retailer, We will refund You within 10 Business Days of receiving Your request for a refund or, where applicable, within 10 Business Days of receiving any further information We request, or will provide You with reasons for refusing the refund.

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11.1. We will not be liable for any loss arising from:

• Any cause which results from abnormal or unforeseen circumstances beyond Our control, consequences which would have been unavoidable despite all Our efforts to the contrary;
• A retailer refusing to accept Your card;
• Our compliance with legal and regulatory requirements and applicable laws;
• Loss or corruption of data unless caused by Our wilful default business interruption, loss of revenue, goodwill, opportunity or anticipated savings; Any indirect or consequential loss.

 
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12.1. We may change these Terms at any time by notifying you by e-mail or other agreed means at least 2 months before the change will take effect. The up-to-date version of the Payz Mastercard / Payz Business Mastercard Terms and Conditions will always be available on our secure Website or in the application. You will be taken to have accepted the notified change unless you tell us that you do not agree to the change. In that event, we will treat that as notification that you wish to terminate this agreement immediately. In such circumstances we will cancel your Payz Mastercard / Payz Business Mastercard with immediate effect.

12.2. Where an amendment to the Terms is required by law or relates to the addition of a new service, extra functionality to the existing Service, a reduction in the cost of the Services or any other change which neither reduces your rights nor increases your responsibilities, the amendment may be made without prior notice to you and shall be effective immediately.

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13.1 If You use Your card for any transactions outside the currency assigned to Your card, the transaction will be converted into the currency in which Your card is issued at a rate calculated on the date when the transaction is processed by Diners Club International (‘presentment day’). We will also charge a currency conversion charge, see https://payz.com/card-fees-limits (for Clients) and https://payz.com/business/cards/card-fees/ (for Business accounts).

13.2 The exchange rate changes during the day and is not fixed by Us, therefore We are not responsible and cannot guarantee that You will receive a favourable exchange rate. Changes in exchange rates can occur immediately and without notice. The exchange rate which applies on the date that You make card transaction may not be the same as the exchange rate used on the date it is converted and deducted from Payz Plus card. The exchange rate applied will include Our currency conversion charge. Your online statement (on the Website and/or Application) will show the exchange rate and any service charge applied. You can compare the rate being applied to Your transaction with the rates published by the European Central Bank by using this link.

13.3 We do not charge any fees for checking Your online balance and transactions. However, for details on all fees that do apply to Your Payz Plus card please refer to Our fees and limits page at https://payz.com/card-fees-limits (for Clients) and https://payz.com/business/cards/card-fees/ (for Business accounts).

13.4 When You use Your Payz Plus card for cash, You may also be subject to applicable fees and surcharge rules of the relevant ATM, or financial institution. These will be displayed locally and are outside of Our control.

13.5 If We decide to increase or impose any new fees, We will notify You in accordance with section 1 of this document.

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14.1 Authorisation will be requested for all transactions at the time of each transaction. In the unlikely event, for any reason whatsoever, a transaction is processed when there were insufficient funds on the associated Payz Account for that transaction (a “Shortfall”), the Shortfall shall be reimbursed by You unless it is due to an error on the part of the retailer where the Payz Plus card was presented. In this circumstance We may seek the Shortfall value from the retailer.

14.2 You agree that once We make this Shortfall known to You, We may charge You for the Shortfall amount. We may charge the amount of the Shortfall to which You may designate at that time, or against any funds which You may subsequently load onto Your Payz Account or on any other Payz Account held by You. Until We are reimbursed the Shortfall amount, We may suspend Your Payz Plus card and any Payz Accounts connected to You. In addition, We reserve the right to charge You an Administration fee for each transaction that You make using Your Payz Plus card that results in a Shortfall or increases the Shortfall amount on Your Payz Account. See Our fees and limits page at https://payz.com/card-fees-limits (for Clients) and https://payz.com/business/cards/card-fees/ (for Business accounts). We may suspend the cards until We are reimbursed the amount of such Shortfall.

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15.1 The details on Your Payz Plus card will be the details provided at the time that the Payz Plus card was requested.

15.2 We will use the contact details which You most recently gave Us when contacting You. You must inform Us as soon as possible if Your personal details or contact information changes. You can update Your contact information via the Website or in the Application. If Your personal details change please contact Us and We will amend them for You. We will not be liable to You if Your contact or personal details have changed and You have not informed Us.

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16.1. Any personal information We collect about You from time to time in connection with these Terms and Conditions will be collected, processed and shared with third parties in accordance with Our Privacy Policy. Details are available at https://www.payz.com/policies/privacy-policy.

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17.1. If You have any disputes about purchases made using Your Payz Plus card, You should settle these with the person You bought the goods or services from. We are not responsible for the quality, safety, legality or any other aspect of any goods or services purchased with Your Payz Plus card. Remember that once You have used Your Payz Plus card to make a purchase, We cannot stop that transaction.

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18.1. If You have an enquiry relating to Your Payz Plus card, You can contact Us via e-mail at customersupport@payz.com (for Clients) or businesssupport@payz.com (for Business accounts), via live chat or via the “Help & Support” page on Our Website or in the Application.

18.2 For lost or stolen cards You can call Us on Our 24 hour Lost and Stolen Card Helpline +44 (0) 371 898 1012.

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19.1 The Payz Plus card programme is managed by Payz. If You are unhappy in any way with Your Payz
Plus card or the way it is managed, please contact Us via e-mail at customersupport@payz.com (for Clients) or businesssupport@payz.com (for Business accounts), via live chat or via the “Help & Support” page on Our Website or in the Application so We can investigate the circumstances for You. Any complaints You have will be handled in a timely manner, reviewed by Our Complaints handling team thoroughly and fairly. Our aim is to resolve Your complaint as soon as possible. If Your complaint has not been resolved by the close of business on the third business day after the complaint was received, We will send You a written Acknowledgement which will include a summary of Your complaint and next steps, as well as a copy of Our Complaint Handling Procedure.

19.2 In accordance with Our obligations as a firm regulated by the Financial Conduct Authority (“FCA”), We are required to provide You with the result of Our investigation within eight (8) weeks of receiving Your complaint. Should We be unable to provide You with a final response by then, We will contact You to explain why and to provide You with an indication of when We will be able to provide one.

19.3 If You remain dissatisfied with Our Final Response or in the event that We are unable to provide one within eight weeks of receiving Your complaint, You may refer Your complaint to the Financial Ombudsman Service (“FOS”). If You are eligible to refer Your complaint to FOS, We will provide You with their contact details and more information at the relevant time. FOS can be contacted by post at Financial Ombudsman Service at Exchange Tower, London E14 9SR, via telephone on +44 (0) 800 023 4567 or via email at info@financial-ombudsman.org.uk.

19.4 If Your complaint refers to payment transactions such as, faster payments, CHAPS and/or BACS payments, a card transaction or an unauthorised transaction, We will aim to resolve Your complaint as soon as possible and by no later than fifteen (15) days of receiving Your complaint. In exceptional circumstances, where We are unable to provide You with a final response within fifteen (15) days, We will respond to You within a maximum of thirty five (35) days. However, We will still write to You towards the end of the fifteen days to inform You why We need more time to resolve Your complaint. If You remain dissatisfied with Payz’s final response, You may be eligible to escalate Your complaint to the Financial Ombudsman Service using the contact details mentioned above.

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20.1 We may assign the benefit and burden of these Terms and Conditions to another company at any time. Your rights will not be affected in such an event and We will notify You in accordance with section 1 of this document. You may not transfer any of Your rights or obligations under these Terms and Conditions.

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21.1 These Terms and Conditions are concluded in English. These Terms and Conditions will be construed in accordance with English law.

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22.1 Diners is a registered trademark, and the circles design is a trademark of Diners Club International. Your Payz Plus card is issued by PSI-Pay Ltd whose registered address is Afon Building, Worthing Road, Horsham, West Sussex, RH12 1TL, England. PSI-Pay Ltd is authorised by the Financial Conduct Authority (register reference 900011) for the issuing of electronic money. Your Payz Plus card is the property of PSI-Pay Ltd and is not transferable to anyone else.

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Airport Lounge Access

23.1 You can make use of airport lounges across the globe in over 600 cities and 148 counties with more lounges being added every month. Find all the lounges You can visit and Priority Pass Terms and Conditions here: https://www.prioritypass.com/conditions-of-use. We have the right to cancel this service at any moment without prior notice.

Global Wi-Fi

23.2 Global Wifi Terms and Conditions can be accessed via the following link: https://www.ipass.com/ipass-terms-and-conditions/. Global Wifi service can be linked to one device (mobile phone, tablet, etc) per cardholder. We have the right to cancel this service at any moment without prior notice.

Airport Service

23.3 Airport Services Terms and Conditions can be accessed via the following link: https://dinersclubairportservices.com/. We have the right to cancel this service at any moment without prior notice.

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