Wise Card Supplement to the Customer Agreement

The Philippines (Wise Pilipinas Inc.)

Last updated: 6 December 2023

You may go directly to any section by selecting the link provided.

1. How to read this Supplement

2. Why you should read this Supplement

5. Uploading money to your Card

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 10 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.

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 Future changes to this Supplement. We may update this Supplement from time to time in accordance with the section “Our right to make changes” in your Customer Agreement.

2.4 You accept this Supplement. By applying for, or using, your Card, you confirm that you accept and agree to this Supplement (including any updates to this Supplement and the additional documents referred to above). If you do not agree, please do not apply for, or use, your Card.

2.5 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 clauses 4.5 and 4.6.

4. About your Card

4.1 About your Card. The Card is a debit card which can be used to pay for goods and services online, over the phone or in person. The Card may be used to withdraw money from ATMs overseas (if applicable). The Card is not a guarantee card, charge card or credit card.

4.2 Who is the issuer of your Card. Your Card is issued by Wise Pilipinas Inc., a company incorporated under the laws of the Philippines with Securities and Exchange Commission number 2021050013817-03.

4.3 We are authorized by the Bangko Sentral ng Pilipinas. We are a Remittance and Transfer Company (RTC) with a Type “C” Electronic Money Issuer (EMI) / Money Changing (MC) / Foreign Exchange Dealing (FXD) registration authorised by the Bangko Sentral ng Pilipinas (“BSP”) pursuant to Section 3 of R.A. 7653, as amended, (The New Central Bank Act), Section 3, in relation to Section 11 of R.A. No. 9160 (The Anti-Money Laundering Act (AMLA) of 2001), Section 3(c) of R.A. No. 10168 (The Terrorism Financing Prevention and Suppression Act of 2012), and their implementing rules and regulations, and Section 80 of R.A. No. 7653 (The New Central Bank Act), as amended (The New Central Bank Act), as well as Section 901-N and Section 902-N of the Manual of Regulations for Non-Bank Financial Institutions to issue electronic money and provide money changing and foreign exchange dealing services.

4.4 The Philippine Deposit Insurance Corporation (PDIC) DOES NOT apply. Your Card is linked to your Wise Account, which is an electronic money account and is not a bank account. You acknowledge that the Philippine Deposit Insurance Corporation (PDIC) does not apply to your Wise Account or Card. However, we follow the relevant requirements under the Bangko Sentral ng Pilipinas local regulations, which are designed to ensure the safety of funds held in electronic money accounts like your Wise Account. For further information on how we look after your money, please visit our FAQ.

4.5 Features and information about your Card. A summary of the key product features and information about your Card, including any applicable fees, 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. 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. You can freeze your Card and unfreeze it once you are ready to use it again.

4.6 Digital card. You may apply for a digital Card as well as a physical Card. Your digital Card will have a different set of card details from your physical Card, but will draw from the funds in your Wise Account in the same manner as your physical Card. Your digital Card is activated once those details are provided to you and can be used right away.

4.7 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.

4.8 Verification. We will carry out verification checks when you open a Wise Account. We carry out verification checks when you apply for a Wise Account and may carry out further checks on an ad-hoc basis. These checks may also increase the time it takes to process your order for a Card. We cannot be responsible for any delays as a result of carrying out those checks. If you have paid a fee for your Card but you do not meet our verification checks, we will cancel your Card and refund you the fee you paid for your Card within 14 days of our decision to not open your Wise Account.

5. Uploading money to your Card

5.1 How to upload money to your 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.

6. Use of the Card

6.1 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.

6.2 Paying in different currencies. You may hold balances in different currencies in your Wise Account. If you withdraw cash or make a purchase in a currency for which you hold a balance in your Wise Account, Wise will use that currency for your withdrawal or purchase, and you consent to and authorise Wise to convert the currency in place of your Card network.

6.3 Paying or withdraw in a currency that you do not hold in your Wise Account. If you withdraw cash or make a purchase in a currency for which you do not hold in your Wise Account, or if you withdraw cash or make a purchase in a currency in an amount that exceeds the available funds that you hold in that currency, Wise may convert funds from another currency that you hold in your Wise Account to cover that transaction, and Wise currency conversion fees will apply. To comply with local regulation, conversion from Philippine Peso to other currency would not be available for transactions made in several Merchant Category Codes (MCC) related to investment, foreign loans, or importation activity. Please see our Pricing Page for further information on our rate and fees, including the latest applicable percentage mark-up over the ECB rate. You cannot set a default or preferred currency to convert from.

6.4 When determining which currency to convert where you have more than one currency in your Wise Account, Wise will use the currency with the lowest conversion fee for the currency needed to complete the cash withdrawal or purchase made by you. In cases where the conversion from several currencies will have the same conversion fee, we will convert based on the highest conversion rate. For more information on which currencies would be used in the event that you use your Card to withdraw cash or make a purchase in a currency that you do not hold in your Wise Account, please check the Wise Pricing page or contact Customer Support.

6.5 In a currency that is not supported by Wise. If you withdraw cash or make a purchase in a foreign currency that is not supported by Wise, the rate charged by the VISA/MASTERCARD® network shall apply.

6.6 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, 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.

6.7 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.

6.8 Spending limits. While we may offer you the ability to set spending limits, we reserve the right to add, increase, or decrease spending limits on your Card from time to time. This is in our sole discretion without notice to you except as required by law, for security or other reasons.

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

pre-authorised regular payments;
transactions at self-service petrol pumps;
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;
where it is not possible for the supplier of the good or service to obtain online authorization that you have sufficient Balance for the transaction (such as transactions on trains, ships, and some in-flight purchases);
where there is suspicion that the Card is being used to exploit vulnerabilities in a merchant’s payment processing or the card payment payment ecosystem; or
where we have grounds to believe that you have made false statements in an attempt to obtain reimbursement for a previous transaction.

6.10 We are not liable for certain losses. We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the Card. You are responsible for losses arising from gross negligence, or failing to conduct adequate due diligence on the merchants you transact with. We also will not be liable in the following instances:

If you do not have enough funds available on your Card to complete the transaction;
If a merchant refuses to accept your Card;
If an ATM where you are making a cash withdrawal does not have enough cash or fails to dispense cash;
If an electronic terminal where you are making a transaction does not operate properly;
If access to your Card has been blocked after you reported your Card lost or stolen or your Wise Account compromised;
If there is a hold or your funds are subject to legal or administrative process or other encumbrance restricting their use;
If the requested transaction is unauthorized as laid out in Section 8.1 of this Supplement;
If circumstances beyond our control (such as fire, flood, or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken; or
Any other exception stated in our Agreement with you.

6.11 No Warranty Regarding Goods or Services as Applicable. Wise is not responsible for the quality, safety, legality, or any other aspect of any goods or services you purchase with your Card. Any disputes or issues with any goods or services you purchase with your Card should be addressed to the merchants or individuals from whom the goods and services were purchased.

6.12 Returns and Refunds. If you are entitled to a refund for any reason for goods or services obtained with your Card, you agree to accept credits to your Wise Account for such refunds and agree to the refund policy of that merchant. Merchant refunds will be provided to Wise for crediting to your Wise Account when they are received from the Merchant. Wise has no control over when a merchant sends a refund transaction; there may be a delay between the date of the refund transaction and the date the refund amount is credited into your Wise Account and refunds from merchants may be in an amount the same or less than the amount of the corresponding debit. Please check out this FAQ for more information on estimated turnaround time for refunds sent to your Card by merchants.

6.13 You may submit a request to reverse a Card transaction by following the instructions set out in our Help Centre. If we need to investigate or take any actions in connection with a chargeback caused by or related to you, we may charge you up to GBP 15 (or the equivalent amount in the applicable currency) as an administrative fee and we may deduct this amount from your Wise Account.

6.14 Account Suspended or Account Cancelled. We can close or suspend your Wise Account at any time (see Customer Agreement) and we can suspend or cancel your Card, including if the activity on your Card appears suspicious, fraudulent or we believe it to be associated with criminal activity or activity which is inconsistent with this Supplement. Unusual or multiple purchases may prompt a merchant inquiry or Card suspension that is necessary to allow us to investigate such activity. We reserve the right, in our sole discretion, to limit your use of the Card. We may refuse to issue or replace a Card or may revoke Card privileges, other than as required by applicable law. You agree not to use or allow others to use an expired, revoked, cancelled, suspended or otherwise invalid Card. We will not incur liability to you because of the unavailability of the funds that may be associated with your Card or Wise Account.

6.15 Unjust enrichment. In case you notice a refund has been received in error or multiple times for the same transaction, from Wise and the merchant, you are required immediately to let us know, and we always reserve the right to debit back a previously issued refund when a refund for the same transaction has been provided by the merchant as well, without prior notice.

6.16 Disputed transactions. In case of disputed Card transactions, we may, subject to any restrictions under applicable law, decide not to proceed with chargebacks at our sole discretion. Reasons for this might include:

(a) Not receiving sufficient information to determine that an error occurred.
(b) Not receiving a notification about the payment error in a timely manner.
(c) Disputes being caused by the risky nature of transactions undertaken with the Card.
(d) We have evidence that you or someone you gave your Card to, authorised the transactions in dispute.

6.17 Address or Name Changes. You represent, warrant and undertake to us that all information you provide during the signup process for a Card and/or your Wise Account, or any time thereafter must be complete, accurate and truthful. You are responsible for keeping your mailing address, email address, telephone number, and other contact information on your Wise Account up-to-date. To make changes to your profile, login here and then go to your account page.

7. Transactions

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

7.2 Your Card is for your sole personal use. Subject to section 7.3 (as applicable), 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 If you have a business account and there 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.

7.4 Card transaction fees. You agree to pay the Card transaction fees set forth in the Pricing page. All the Card transaction fees will be withdrawn from your Wise Account and will be assessed if there are funds remaining on your Wise Account. If at any time your remaining funds are less than the Card transaction fees being assessed, the funds in your Wise Account will be applied to the Card transaction fees resulting in a zero amount on your Wise Account, and your Card may be declined. The remainder of the Card transaction fees due will be collected the next time you add funds to your Wise Account.

8. When your Card expires

8.1 Your Card has an expiry date. You can only use your Card up until the expiry date which will be shown on the card and/or in the App.

8.2 We’ll aim to notify you 2 months before your current Card will expire. You then may order a new Card by following the instructions on our FAQ page. You’ll need to confirm the address to which you’d like the card to be sent to. A replacement card fee may apply (see here).

8.3 If you do not want your Card to be renewed, you can simply let it expire without ordering a replacement. Your Card will be deactivated and you will not be able to use it after its expiry. You should destroy your expired Card. Any outstanding balance in your Wise Account will remain usable by you 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. Sharing these details can lead to unauthorised access to your account and you will be solely responsible for transaction(s) made in this situation. Wise will not be liable for any loss arising due to any such unauthorised transaction(s).

9.2 Keep your Wise Account safe. You should also observe the security measures as set out in section 7 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 unauthorized, 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 immediately freeze or replace the Card according to the instructions on our FAQ page or by contacting Customer Support. 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 Your Liability for Unauthorised Card Transactions. It is your responsibility to safeguard your Card at all times against loss, theft, fraudulent or unauthorised use.

Subject to the terms as may be applicable under this Agreement and the terms and conditions of Mastercard or / Visa, any availment, purchases and transactions made or incurred prior to the report of such loss or theft shall be for your sole account. Prior to receipt of such report, you expressly agree to be held liable for all purchases, cash advances, and charges made or incurred from the use of the lost or stolen Card even if said transactions were incurred without your knowledge or authority. Wise and its merchant partners shall be rendered free and harmless from any and all liabilities, claims, damages, and costs arising from the fraudulent or unauthorized use of the Card.

Under the Zero Liability Program of MasterCard, you will not be held liable for any unauthorised transaction made in the store, over the telephone, online, or via a mobile device and ATM transactions only when you exercised reasonable care in safeguarding the Card from risk of loss or theft, and, upon becoming aware of such loss or theft, you promptly reported such loss or theft to our Customer Support.

Under the Visa Core Rules and Visa Product and Services Rules, you will have no liability for a transaction that was not authorised by you if you were not fraudulent or negligent in the handling of your Card, and, upon becoming aware of the unauthorised transaction, you promptly notified our Customer Support regarding such transaction.

The Mastercard and/or Visa terms may change from time to time, without notice but they shall automatically apply to you.

Transactions are deemed authorised when either one or all of the following conditions are met: a) your signature appears on or is affixed on the sales slip for POS transactions; b) the password/authorization code is successfully keyed-in for e-commerce, electronic and/or cellular phone-based transactions; c) SMS is sent from your Mobile Phone; or d) when you have successfully entered your payment details (e.g., card account number, expiration date, card verification code). This shall be sufficient evidence that any and all activity has been made and validated and cannot be disputed by you.

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

9.7 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. Cancellation rights

10.1 Cancelling your Card. You may request to cancel your Card at any time by contacting Customer Support. You may close your Wise Account in accordance with the Customer Agreement. Your card fee and any delivery fee, where applicable, is non-refundable.

10.2 We have the right to cancel your Card. Note that subject to any restrictions under applicable law, we reserve the right to cancel or suspend your Card at any time for any reason. Use of your Card is subject to all applicable rules and customs of any clearinghouse or other association involved in transactions.