Wise Card Supplement to the Customer Agreement

Last updated: 2 March 2023

1. How to read this Supplement

The terms set out in your Customer Agreement apply to your use of the Card. This Supplement is a supplement to, and must be read together with, your Customer Agreement, which sets out the terms in relation to your Wise account. This Supplement contains 11 sections. You may go directly to any section by selecting the link provided. The headings are for reference only. Some capitalised terms have specific definitions in section 3, or are defined in your Customer Agreement. Underlined words in this Supplement contain hyperlinks to further information.

Consumer advisory: Wise Payments Limited (“Wise”, “we”, “us”, or “our” as applicable) is an Electronic Money Institution authorised by the UK Financial Conduct Authority (“FCA”) under the Electronic Money Regulations 2011 for the issuing of electronic money and providing payment services.

Users are advised to read the Customer Agreement and this Supplement carefully.

2. Why you should read this Supplement

2.1 What this Supplement covers. These are the terms and conditions on which we provide the Card to you.

2.2 Why you should read it. Please read this Supplement carefully before you start using the Card. This Supplement (always together with the documents referred to in it) tells you who we are, features of the Card and how you may use it, how this Supplement may be changed or ended, what to do if there is a problem and other important information. If you think that there is a mistake in this Supplement or require any changes, please contact us to discuss.

2.3 You agree to the Supplement. All future changes set out in the Customer Updates section of our Website at the time you apply for the Card are incorporated into this Supplement. Please do not apply for or continue using the Card if you do not agree to the Supplement.

By applying for, or using, your Card, you confirm that you accept and agree to this Supplement (including any future amendments and additions to this Supplement as published from time to time, and your continued use of the Card after any such changes, whether or not reviewed by you, shall constitute your consent and acceptance of the revised Supplement). We reserve the right to enhance, modify or cancel any features and benefits of the Card without prior notice.

2.4 Where to get a copy of this Supplement. You can always see the most current version of this Supplement on our Website. If you want a paper copy of this Supplement, please contact Customer Support.

3. Glossary

In this Supplement:

Card – means your Wise Card (including any replacement card as applicable) with the features set out in section 4.2.

4. About your Card

4.1 Who is the issuer of your Card. Your Card is issued by Wise Payments Limited, a company registered under the laws of England and Wales (company number 07209813). In New Zealand, Wise Payments Limited is registered with the New Zealand Companies Office as an overseas non-ASIC company (registration number 4979519 and NZBN 9429041103456).

4.2 A summary of the key product features and information about your Card is set out here. If your Wise account is a business account, you may only use your Card for business purposes and not personal purposes.

4.3 When you change your profile address to a new country, your existing Cards will continue working in the same manner and will be subject to the same fee structure based on the latest Wise entity serving you, until you order a new Card. When you change your profile address to a new country and order a new Card, all the new and existing Cards associated with your profile will be subject to the fee structure for transactions for getting cash or cash equivalents of the newest Wise entity serving you.

5. Access the Card

5.1 How to access the Card. Your Card is linked to and supported by your Wise account. You can upload money by adding money to your Wise account. For further information on how to do this, please refer to the Customer Agreement.

5.2 Verification and authorisation Only fully verified customers will be able to use the Card and anonymous users are not permitted. You agree that we may verify and authorise your information and transactions at account opening (i.e. prior to establishing your Wise account) and on an ongoing basis to meet relevant regulatory requirements. Wise is required to comply with New Zealand Anti-Money Laundering and Countering Financing of Terrorism Act 2009, and you agree to provide any information we may require for that purpose.

6. Use of the Card

6.1 About your Card. The Card is a debit product which can be used to pay for goods and services online, over the phone or in person. The Card can be used to withdraw money from ATMs locally and internationally which accept Mastercard or Visa. The Card is not a guarantee card, charge card or credit card.

6.2 How to activate your Card. When you receive your Card, please sign the back of it as soon as you receive it and keep it safe. You can activate your Card by following the instructions in the App or on our Website. The Card PIN is a 4-digit code that you will be asked to enter when making a payment using the Card.

6.3 Paying in different currencies. You may hold balances in different currencies in your Wise account. If you are making a payment or withdrawing funds in a currency you hold, the payment will be made from that balance. If you are making a payment or withdrawal in a currency you do not hold in your Wise account, we will convert the amount applying the Wise rate and fee to a balance that you hold - please see our Pricing Page for further information on our rate and fees, including the latest applicable percentage mark-up over the ECB rate. If you are making a payment or withdrawal in a currency we do not support (see FAQ), we will convert the amount at the current Mastercard or Visa rate.

6.4 Refunds in different currencies. If you receive a refund on a card payment in a supported currency, we will credit your Wise account in that currency. If you receive a refund in a currency we do not support (see FAQ), we will first convert the amount at the current Mastercard or Visa rate to a supported currency and then credit your Wise account. We may need to activate a currency in your Wise account in order to credit you the refund.

6.5 No negative balance in your Wise account. You must not make purchases that exceed the amount of electronic money available in your Wise account. If any purchase takes you over your available funds or the card limits in force from time to time the transaction will be declined.

6.6 Your use of the Card is subject to limits. We may, at our reasonable discretion, decline the use of your Card for situations including, but not limited to:

  1. pre-authorised regular payments;
  2. transactions at self-service petrol pumps;
  3. transactions for cash (other than ATM withdrawal) including for example cash back, cash from a bank, money orders, traveller’s cheques, foreign exchange, or bureau de change, or any illegal purposes;
  4. where it is not possible for the supplier of the good or service to obtain online authorisation that you have sufficient Balance for the transaction. For example: transactions on trains, ships, and some in-flight purchases.

6.7 Applicable Fees and Charges. Certain transactions for getting cash or cash equivalents (such as ATM withdrawals, getting cash from a merchant or bank, money orders, travellers cheques, foreign exchange or bureau de change), and account funding transactions where the Card is used to fund e-wallets and accounts or items which may be convertible to cash (such as casino chips, cryptocurrencies and lottery tickets), may incur additional fees, refer to Pricing page for details.

7. Transactions

7.1 You authorise every Transaction. You agree that any use of your Card, card number or PIN constitutes your authorisation and consent to a transaction.

7.2 Your Card is for your sole personal use. You undertake not to authorise others to use your identity or user status, and you may not assign or otherwise transfer your Card to any other person or entity.

7.3 Where there are multiple cardholders within the same business account, any transaction authorized by any one of the cardholders is deemed to be effectively authorized by the Business.

8. When your Card expires

8.1 Your Card has an expiry date. The Card’s expiry date is printed on the card. You must not use the card after its expiry.

8.2 If you have used your Card in the two weeks before it expires, we will contact you to inform you that we will automatically transfer the outstanding Balance to a new card. The new Card will be issued to you free of charge and sent to you at the address you have given us within two weeks after it expires. If you do not want your Card to be renewed, you must close your Card in the App or by logging into your Wise account.

8.3 If your Card has not been used in the eight weeks prior to its expiry, we will send you an email asking if you want to replace the Card. If you ask us to do this, we will issue you with a replacement Card within two weeks. A replacement card fee may apply (see here).

8.4 If you request that your Card is not renewed under section 8.2, or if you do not request a replacement under section 8.3, your Card will be deactivated and you will not be able to use it after its expiry. You may redeem any outstanding balance in your Wise account in accordance with the terms of the Customer Agreement.

9. Keep Your Card Safe

9.1 Keep your Card safe. Never let another party use your Card, and keep it safe. Memorise your PIN and never disclose this and other security information to anyone.

9.2 Keep your Wise account safe. You should also observe the security measures as set out in section 10.1 of the Customer Agreement with regard to your Wise account.

9.3 Check your transaction history regularly. We rely on you to regularly check on your Wise account history and contact us in the case of unauthorised, incorrect, or misdirected transactions.

9.4 Report any suspicious incidents. If your Card is lost or stolen, if you suspect that someone else knows your PIN, or if you think your Card, card number or PIN may be misused, you agree that you must stop using the Card and contact Customer Support immediately. If you find the Card after you have reported it lost, stolen or misused, you must cut it up and tell us as soon as possible.

9.5 Replacement of card. If your Card, or any replacement card, is lost or stolen, you can request a replacement. We will charge a fee for the replacement Card. The details for the relevant replacement can be found here.

9.6 Disclosure of information to law enforcement authorities. If your Card is used without your permission, or is lost, stolen or if you suspect the Card may be misused, we may disclose to law enforcement agencies any information which we reasonably believe may be relevant.

10. Ending or Suspension of Card services

10.1 Termination of services. We may, at any time, terminate your Card or any service associated with it without giving you any prior notice or reason for doing so. You may terminate your Card with us at any time by contacting Customer Support.

We may at any time suspend or terminate your Card without notice if:

  1. you breach any provision of this Supplement;
  2. customer verification processes are incomplete or you decline to provide relevant information or documents for account or transaction verification purpose;
  3. we have reason to believe you are in violation of any applicable law or regulation;
  4. we are requested or directed to do so by any competent court of law, government authority, public agency, or law enforcement agency; or
  5. we have reason to believe you are involved in any fraudulent activity, money laundering, terrorism financing or other criminal and/or illegal activity.

10.2 Suspension or termination of transactions. We have the right to suspend, or later reverse, the processing of any transaction where we believe that the transaction may be unauthorised, fraudulent, illegal, or involves any criminal activity or where we believe you to be in breach of this Supplement or the Customer Agreement.

10.3 Termination upon occurrence of specific events. You agree that we have the right to terminate your Card and our agreement under this Supplement immediately in the event that you are:

  1. declared bankrupt, insolvent or enter into liquidation or such other scheme of arrangement or administration;
  2. found in default of your debt obligations to a licensed bank by a New Zealand court; or
  3. deceased.

In the event of any of the above, we reserve the right to deal with any such trustee, executive or representative of the New Zealand courts as in its sole discretion is considered appropriate in relation to the administration of any outstanding balance in your Wise account.

11. Important notes

11.1 No warranty for services. Other than expressly set out in this Supplement or in the Customer Agreement, neither Wise, nor our officers, directors, employees, suppliers, agents and relevant entities make any specific promises about our services. For example, we do not make any commitments about the quality, safety, legality, or any other aspect of any goods or services purchased with the Card. We are also not liable for any loss arising from any merchant refusing to accept your Card, or any ATM failing to dispense cash.

To the extent possible, we will try to make sure that you will be able to use the Card when needed, but we do not guarantee that the services will always be available or uninterrupted. We may suspend, withdraw, discontinue the use of your Card or any part of our other services without notice. We will not be liable to you if for any reason the Card is unable to be used for you at any time or for any period.

The Card and our services are provided to you strictly on an “as is” basis. All conditions, representations and warranties, whether express, implied, statutory or other, including without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non-infringement of third party rights, are here excluded and disclaimed to the highest and maximum extent allowed under New Zealand law.

11.2 No liability for loss or damage. To the fullest extent permitted by law (and without limiting any other provision in this Supplement), we, and our related entities, exclude all liability to you or anyone else for any loss or damage of any kind (howsoever caused or arising) arising from or in connection with the Services.

11.3 Services provided only for personal use. The Card can only be used for your personal and private use. If you use the Card for any commercial or business purpose, we will not be liable to you for any loss of profit, loss of business, business interruption, loss of business opportunity, or consequential loss.

11.4 Hold harmless. To the fullest extent permitted by applicable law, you shall be responsible and hold us (and our officers, directors, employees, suppliers, agents and related entities) harmless from any and all loss, damage, liabilities, claims, costs and expenses due to, or arising out of or in connection with, your breach of this Supplement or any applicable law or regulation, your use of the Card and/or any fraud by you. This provision shall continue to be in force even after you cease using the Card.