TERMS & CONDITIONS

You can add funds to your Account in the following ways: from your other payment cards linked to your Account; from another Lanistar Account; by bank transfer; or through the PayPoint service in the UK. We will credit your Account immediately we receive the funds. If we are unable to credit your Account for any reason such as it being blocked or closed or the sender providing incorrect details then the funds may be sent back to the sender without a prior notification to you.

We will act on your instructions regarding the operation of your Account, unless we believe any instruction: has not been made by you; is ambiguous or unclear; is against the law; or has been made with fraudulent or criminal intent. We may also refuse to act on your instructions if we are required to for legal reasons; if we reasonably consider it necessary to do so to protect you or us; or if you have broken the terms of this agreement with us. In these cases, we will get in touch with you as soon as possible to let you know that this has happened and explain why, unless we are not allowed to for legal reasons. You must include the correct information on each payment instruction you give to us. If any information is incorrect, we will do our best to help you recover the funds but cannot guarantee that they will be returned to you. Your Account can make payments out to external bank accounts via Faster Payments, SEPA and other methods as added and notified to you from time to time. Fees will apply – please see our fee table above. A transaction is deemed to be authorised by you: when you enter the relevant security information to confirm it; when you give instructions through a third party (such as the recipient of a Direct Debit Mandate or a ‎Payment Initiation Service Provider).‎ Once the transaction is confirmed, we cannot revoke it other than in a limited number of circumstances. Examples include a transaction which is agreed to take place on a date later than the date you authorised it, provided you give us notice to cancel no later than close of business on the working day before the transaction was due to take place. Cancelling a Direct Debit Mandate or recurring Card transactions with us will not cancel ‎the agreement with the organisation you are paying. It is your responsibility to tell the organisation collecting ‎the payment about the changes to your instructions.‎

You can instruct a third-party service provider to access information on your Account or initiate certain transactions from your Account on your behalf, provided they identify themselves to us and act in accordance with the relevant regulatory requirements. We will treat any instruction from such third party as if it was from you. We may deny access to your Account to the third party if we are concerned about unauthorised or fraudulent access, setting out the reason for such denial. Before doing so, we will tell you that we intend to deny access and give our reasons for doing so, unless it is not reasonably practicable, in which case we will inform you afterwards. In either case, we will tell you in the manner in which we consider most appropriate in the circumstances. We will not tell you if doing so would compromise our security measures or would otherwise be unlawful. If you have provided consent to a third-party service provider to access the data in your Account to enable them to provide account information services to you or initiate transactions on your behalf, you consent to us sharing your information with them as is reasonably required for them to provide their services to you. You must let us know if you withdraw this permission and we recommend you also let the third-party provider know and we will then cease to provide them with access to your Account and the data in it.

If, for any reason whatsoever, you take out more funds than are available on your account, you must reimburse the excess immediately once we notify you. Until we are reimbursed your Account and your Cards will be suspended. Where an excess arises because of an error on the part of the recipient of the payment we will seek to recover the excess from the person who made the error.

As well as getting cash from ATMs you can redeem the funds in your Account at any time in whole or in part using your Card, provided that such funds have not been committed to payments or transactions and/or are not required to cover any fees, third party costs or any other liabilities. To withdraw funds after the closure of your Account you must contact Lanistar Customer Care no later than within 6 years of such closure.

If something has gone wrong with a payment or transaction from or to your Account and:

• the person paying you;
• the bank account you wanted to make the payment into; or
• the retailer you were paying;

is in the EEA, let us know by contacting Lanistar Customer Care. You need to let us know as soon as possible, and no later than 13 months after the amount was taken from your account. If the money is not received into the account you sent it to, we'll refund the payment back into your account. If you've had to pay any charges or interest as a result of our mistake, we'll refund those too. If we received a payment on your behalf, but the money was not paid into your account on time through our error, we'll immediately credit your account with the amount of the payment. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction. If we make an error on a transaction made to someone else through the Direct Debit ‎scheme, we will refund you in accordance with the Direct Debit Guarantee. If a transaction is incorrectly paid into your Account that should not have, we will, where possible, immediately send the funds back to the account or bank acting for the person from whose account the transaction was made. In such circumstance you agree to return the funds to us and provide such assistance that we require in recovering the amount from you. If we cannot recover the funds, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds. You will be liable for all transactions made from your Account if you have acted fraudulently or failed to keep the security credentials used to access or use your Account safe and secure, or failed to notify us within 13 months of any fault with the transaction. You may be entitled to a refund where a transaction from your Account which was initiated by the recipient (“payee”) provided that:

• the authorisation did not specify the exact amount;
• the amount of transaction exceeded the amount you could reasonably have expected in the circumstances. We may ask you to provide such information as is reasonably necessary for us to determine if this is correct; and
• you asked for a refund within 8 weeks of the date the transaction was debited to your Account.

In such circumstances we will refund you within 10 working days of receiving your claim for a refund or, where applicable, within 10 working days of receiving any further information we requested or we will provide you with reasons for refusing the refund. If you want a refund for a Transaction made using the Direct Debit scheme, the Direct Debit Guarantee will apply.

At inception of this agreement you agree and chose the Tier of Card (these are: Chrome or Chrome X) you want to enrol into, this includes the relevant pricing and charges applicable to the Tier chosen. With the exception of the Chrome card the minimum subscription period for Chrome X is 6 (six) months. In the event you choose to downgrade your account, For Example chose to move from a Chrome X to a Chrome account you will be required to pay the remaining subscription period. Your original Card and Account will be cancelled with a new Card and Account issued for the new Tier choice. You will be required to pay any subscriptions or charges for postage required to set up you new Card.

Your Lanistar App and Card enables you to access your Account and your other cards that you have linked using the Lanistar App. You can make payments using your Card from your Account or by selecting an alternative source of funds within the Lanistar App. We call these polymorphic payments, which are the selection of an alternative source of funds for use with your Card using the Lanistar App. If you try to authorise a transaction that exceeds your available funds the transaction will be declined. We, or one of our Partners, may apply spending limits on your Cards (for example, the maximum amount of payments that you can make in one day), and we will tell you if this happens. You can check your recent Card transactions by: logging into your Account via the Lanistar App and viewing your on-line statement; contacting Lanistar Customer Care.

Payments are made using funds from your Account which can be topped up from your nominated funding sources or from funds from your linked cards. In the event the funds from a linked card are insufficient to replenish the Account with the full amount of the corresponding transaction, the available funds in the Account will be used to settle the transaction and you will be notified of this in the Lanistar App. If there are still insufficient funds for the transaction because all available funds in the Account have been exhausted then any excess due will be a debt from you to us and must be repaid immediately. The types of funding sources capable of being used for polymorphic payments may change from time to time and such changes would be notified to you through the Lanistar App. Such changes are at our discretion. There are certain circumstances where a merchant may require you to have available funds greater than the value of the transaction you wish to make (for example, when making hotel or rental car reservations) (‘additional funds’). In this event you will not have access to those additional funds until the transaction is completed or, if sooner, up to a period of 30 days. You will only be charged for the actual and final value of the transaction.

If you have a dispute with a merchant relating to a Card transaction you should first contact them to try and resolve it. If it cannot be resolved you should contact us at Lanistar Customer Care, and we will attempt to assist you. If you have reason to believe that a Card transaction was carried out without your consent or in error, you may ask us to investigate. The disputed amount will be unavailable to spend until our investigation is complete and if we receive information that proves the transaction was genuine, this will be deducted from your available funds and we may charge you an investigation fee. If you do not have sufficient available funds, you must repay us the relevant amount immediately on demand.

We need to collect information about you in order to provide your Account. We will be what is known as the ‘data controller’ regarding the personal information we collect about you. For more information about how we use your personal information, see our privacy policy . By applying for your Account and using the Lanistar App you are giving us permission to collect, process and store your personal information for the purpose of providing our services to you. We must only use this data as allowed by law. By closing your Account and ending the agreement between us you will be withdrawing your permission to us allowing us to use your personal data. However, we may need to keep some of your personal data for other legal reasons.

You must keep your Cards, Account information, security details and the devices you use to access the Lanistar App safe. Please:

• do not share your security details (including your Card PIN, any password or other security information used to protect your Account) with anyone;
• do not let anyone else use your Lanistar App or Card;
• keep your Card details safe.
• Contact us through the Lanistar App, as soon as possible, if your Card is lost or stolen, or if someone else has access to your security details.
• You should also freeze your Card immediately using the Lanistar App or by calling +389 70 769 232. If you later find your Card or realise there is no risk to your security, you can unfreeze it.
• You shall be liable for up to a maximum of £35 of losses due to unauthorised transactions made before you informed us about the theft, loss or misappropriation of the Card. If our investigations reveal that you authorised a disputed transaction or that you acted fraudulently or that you negligently or with intent breached the terms of this Agreement (for example, by not keeping your Card or PIN safe), you may be liable for any loss we suffer due to use of the Card.
• Once a loss, theft or unauthorised use of your Card is reported, use of the Card will be blocked to avoid further losses

We will make available to you, through your Account, key information relating to all payments you make and a transaction history at any time. You can also download it as a report which can be stored and reproduced in an unchanged manner. Any documentation we send you by email may be sent as an electronic attachment (for example, as a PDF). You should make sure that your email and electronic device(s) are set up to receive our communications. Your on-line statement will show your individual transactions, with details including: The amount of the transaction in the currency in which it was made;

• The charges made for the transaction;
• The date the transaction was authorised;
• Details of the funding source used; and
• Foreign exchange rates used where applicable.

For complaints relating to Cards please write to Accomplish Financial’s Complaints Department at complaints@accomplish.com

For complaints relating to your Account please write to Modulr Finance Limited's Complaints Department at complaints@modulrfinance.com. In the unlikely event that Accomplish Financial or Modulr Finance are unable to resolve your issue to your satisfaction you have the right to refer your complaint: in the case of Accomplish Financial and your Card(s) to the Financial Ombudsman Service (Exchange Tower, London E14 9SR, phone 0800 023 4567) www.financial-ombudsman.org.uk or; in the case of Modulr Finance and your Account to the Financial Ombudsman Service (Exchange Tower, London E14 9SR, phone 0800 023 4567) www.financial-ombudsman.org.uk