1. INFORMATION ON WHO WE ARE AND THIS AGREEMENT
1.1. These terms and conditions apply to Gift Cards provided by Flex-e-vouchers Limited.
1.2. Gift Cards are distributed and issued by Flex-e-vouchers Limited, 2 Saint James’ Gate, Newcastle upon Tyne, Tyne & Wear, NE1 4BE, United Kingdom. In this agreement, “We”, “Us” or “Our” refers to Flex-e-vouchers Limited, or any of the organisations described in sections 1.2 or 1.3 acting on behalf of Flex-e-vouchers Limited.
1.3. The production of the Gift Cards and the technology systems required to operate the Gift Cards are provided by Flex-e-vouchers Ltd (registered in the United Kingdom) and Global Processing Services FZLLC (registered in Dubai). Flex-e-vouchers Ltd also provides customer support for Gift Cards as set out in section 15 below.
1.4. This document sets out an agreement between you and us governing the possession and use of the Gift Card. This agreement will last for a period of 12 months, starting on the date that the Gift Card was purchased. This agreement and all communications between you and us shall be in the English language.
2. GIFT CARDS
2.1. A Gift Card is a prepaid, chip and PIN, payment card which may be used to pay for goods and services at participating retailers, situated on and around Oxford Street, London, with whom The New West End Company is commercially connected. You are not permitted to use the Gift Card at non – participating retailers. The card is not designed to be used for mail order, telephone order, or internet transactions. Like any payment card, we cannot guarantee that a particular retailer will accept the card – please check with the retailer before attempting the transaction if you are unsure. We recommend that you keep track of your ongoing balance and communicate this to retailers at time of use.
2.2. The Gift Card is not covered by the Payment Services Regulations 2009 or the Electronic Money Regulations 2011. The purchase of a Gift Card is the purchase of a means of payment, it is not a deposit. You will not earn interest on the balance of the card.
2.3. The card and associated balance are valid for a period of 12 months from the date of purchase (or the date on which we accept payment for your order, in the case of cards purchased on the internet). Your Gift Card will cease to be valid 12 months from the date of purchase unless you elect to redeem the Gift Card balance in accordance with section 8.2. On that date, the card will cease to function and you will not be entitled to use the card.
2.4. Gift Cards can be purchased online via www.oxst.flex-e-card.com. The minimum value which may be loaded on to the Gift Card is £10 and the maximum value which may be loaded on to the Gift Card is £5,000. During the purchase process you will be asked to confirm the date upon which you would like the Gift Card to be activated for use. The earliest possible date upon which the Gift Card can be activated for use will be five days from the date of purchase.
2.5. Additional funds cannot be loaded onto the Gift Card after initial purchase, except in the case where a retailer refunds a transaction onto the Gift Card. Refunds usually take several days to reach your card, please see section 14.6 for details.
3. IDENTIFICATION REQUIRED FOR PURCHASE OF GIFT CARDS
3.1. We may ask for evidence of your identity before we issue a Gift Card to you. We do this to prevent fraud and money laundering. We may also request identification to help us identify you and your card in the event that it is lost or stolen, or if you want a refund of the card balance. We only keep this information as long as is necessary and for the purposes described. Please see section 17 for further details.
3.2. If you fail to provide us with the requested evidence of identity, or if at our sole discretion we are not satisfied with the evidence you have presented to us, we reserve the right not to issue a Gift Card to you. Our decision shall be final and we shall not be obliged to provide a reason for refusing to issue a Gift Card to you.
3.3. We may carry out certain electronic identity checks to verify your identity. When we carry out these checks your personal information may be disclosed to credit reference agencies and fraud prevention agencies. These agencies may keep a record of the information and a footprint may be left on your credit file, although the footprint will denote that the search was not a credit check and was not carried out in support of a credit application. It is an identity check only and will therefore have no adverse effect on your credit rating.
3.4. The purchase of or use of the Gift Card will indicate to us that you consent to the checks described in this agreement being undertaken.
4. FEES AND CHARGES
4.1. The table below describes fees and charges which apply to the purchase and use of the Gift Card:
|Fee Description||Fee Value|
|Issue Fee; for the sale and issuance of the Gift Card||FREE|
Administration Fee; for the manual work involved in carrying out the redemption or refund of the remaining Gift Card balance
|Administration Fee; for the manual work involved in carrying out the redemption or refund of the remaining Gift Card balance||£5.95|
5. HOW TO USE THE GIFT CARD
5.1. A Gift Card may be used by the purchaser of the Gift Card or it may be given to another person as a gift. The PIN associated with the Gift Card will be enclosed with the Gift Card on delivery and should be made known only to the individual who will be using it.
5.2. We will be entitled to assume that a transaction was authorised by you where the correct PIN is entered at the point of sale or where relevant information is supplied to the retailer that allows them to process the transaction. Normally, we will receive notification of your authorisation by way of an electronic message in line with the rules and procedures of the payment scheme network.
5.3. Once we have received your instruction to proceed with the transaction, the transaction cannot be stopped or revoked. Please refer to Section 14 of this a agreement for more information. We will deduct the value of the transaction in Pounds Sterling from the remaining balance of the Gift Card. The retailer or service provider that has accepted your card for payment will normally receive payment within 5 working days.
5.4. The Gift Card may be used in full or part payment for purchases. In the case of part payment, the person using the Gift Card will be required to pay the outstanding amount of the purchase by an alternative means, for example, cash or debit or credit card.
5.5. If you use a card for a transaction in a currency other than Pounds Sterling, the transaction will be converted to Pounds Sterling at a rate set by the payment scheme network. The exchange rate varies throughout the day and is not set by us; therefore we are not responsible for and cannot guarantee you will receive a favourable exchange rate. You can ask us for information about the exchange rate used after the transaction has been completed by contacting Customer Services.
5.6. Under normal circumstances we will be able to support transactions 24 hours per day, 365 days per year however we cannot guarantee this will always be the case. In certain circumstances, for example if we encounter a serious technical problem, we may be unable to receive or complete transactions.
6. RESTRICTIONS OF THE USE OF GIFT CARDS
6.1. A Gift Card may only be used for payment within a limited network of participating retailers situated on and around Oxford Street, London, with whom The New West End Company is commercially connected.
6.2. A Gift Card can not be topped up after purchase.
6.3. A Gift Card can not be used to withdraw cash at ATMs or banks. The Gift Card is not designed to be used for mail order, internet or other non – face – to – face transactions.
6.4. A Gift Card is not linked to a bank account and it is not a cheque guarantee card, charge card or credit card, nor does it attract interest on the balance, nor may it be used as evidence of identity.
6.5. A Gift Card may not be used for preauthorised regular payments, for gambling, or for any illegal purposes.
6.6. Use of a Gift Card may be restricted without notice if suspicious, fraudulent or illegal activities are identified or suspected, if we believe you have not complied with these terms and conditions, or in the event of exceptional circumstances which prohibit the normal operation of the Gift Card.
7. MANAGING YOUR GIFT CARD
7.1. The balance available on the Gift Card will be reduced by the value of each payment that is made using the Gift Card. Where you have used the card to pay for goods or services, the value of the transaction plus any relevant fees or charges will be paid to the retailer or service provider via the payment scheme network.
7.2. If any payment is attempted which exceeds the remaining value on the Gift Card the transaction will be declined. If you know the remaining value on your Gift Card you may be able to make a partial payment to use this value and separately pay the difference by alternative means, such as with cash or a different card. Not all retailers support this functionality, please check with the retailer before attempting to carry out a split payment.
7.3. You may check the available balance on your Gift Card or view a statement of recent transactions by:
7.3.1. Visiting www.flex-e-card.com and using the balance enquiry service;
7.3.2. Contacting Customer Services on 0844 77 44 277 (note that calling costs may apply; check with your telephone service provider);
7.3.3. Scanning the QR code which appears on the reverse of the Gift Card using your smartphone (supported on Windows Phones and devices using Apple iOS and Android, note that data costs may apply; check with your telephone service provider);
7.3.4. SMS; send BAL followed by the sixteen digit Gift Card Number to 60030. A fee of 25p plus your standard network charge will apply for this service. This fee will be handled by your network operator and will be deducted from the balance of your mobile telephone credit or added to your next mobile telephone bill; and
7.3.5. Provided you have registered your Gift Card in accordance with section 12, by logging into your customer account and using the balance enquiry service.
8. EXPIRY OF THE GIFT CARD AND YOUR RIGHT TO REDEEM
8.1. Your Gift Card will cease to be valid 12 months from the date of purchase; this is referred to as the “expiry date”. On that date, the card will cease to function and you will not be entitled to use the card unless you elect to redeem the Gift Card balance in accordance with section 8.2. The associated balance of the card (if any) at the expiry date will be forfeited; you should use the full value of the Gift Card before its expiry date. Any funds forfeited will be used for the ongoing operation of the Gift Card Programme.
8.2. For a period of ninety days starting from the expiry date, you will be entitled to redeem the remaining balance of the card at the time of expiry, subject to an administration fee of £9.95 and providing that we are satisfied that you are the rightful owner of the Gift Card. We may ask you to provide evidence of ownership of the Gift Card before carrying out the redemption, for example by providing us with a scanned copy of the Gift Card, and we may also require evidence of your identity.
8.3. If you are in any doubt as to the actual expiry date of a Gift Card, you should contact Customer Services on 0844 77 44 277.
9. COOLING OFF PERIOD AND REFUND PROCEDURE
9.1. Only the person who has purchased the Gift Card will be able to request a refund, subject to the provision of proof of identity, production of the original receipt and the return of the Gift Card. Any refund will be made by returning funds to the source of the original Gift Card purchase; for example if the card was purchased using a credit card, funds will be returned to that credit card.
9.2. The purchaser of the card is entitled to a 14-day “cooling off” period. Should you wish to cancel your Gift Card please contact Customer Services on 0844 77 44 277 to arrange a refund.
9.3. If you request a refund of the Gift Card balance in accordance with this section, we will interpret this as your withdrawal from this agreement and we will retain the Gift Card.
10. KEEPING YOUR GIFT CARD AND PIN SECURE
10.1. You are responsible for keeping your Gift Card, the associated PIN and all other relevant security details safe. You must take all reasonable steps to avoid the loss, damage, theft or misuse of the Gift Card, the associated PIN and all other relevant security details. Do not disclose Gift Card details, the associated PIN or any relevant security details to anyone, except where necessary to complete a transaction. You should take reasonable steps to satisfy yourself that the retailer or service provider is genuine and has taken adequate steps to safeguard your details before proceeding with a transaction.
10.2. We will never ask you to reveal a PIN.
11. INCORRECT PIN ENTRY
11.1. Your Gift Card will be blocked if you enter an incorrect PIN at a point of sale three times.
11.2. If your Gift Card is blocked as a result of incorrect PIN entry, please:
11.2.1. Contact Customer Services on 0844 77 44 277 to request that your Gift Card be unblocked; and
11.2.2. Register in accordance with section 12 in order to gain access to our PIN retrieval service.
11.3. It can take up to twenty four hours from the time a Gift Card is unblocked for the Gift Card to become ready for use again.
12. REGISTRATION AND PIN RETRIEVAL
12.1. We encourage all Gift Card holders, especially those in possession of a Gift Card with an initial load value which exceeds £1,000, to create a customer account by registering their details on www.oxst.flex-e-card.com. During the registration process you will create login details which can be used to access your customer account at your own convenience in future.
12.2. By registering to create a customer account you will be provided with access to our PIN retrieval service which can be used in cases where you have:
12.2.1 Lost or forgotten your PIN; or
12.2.2. Entered your PIN incorrectly at a point of sale, resulting in your Gift Card being blocked.
12.3. Registration via www.oxst.flex-e-card.com is not mandatory however if you elect not to register to create a customer account, you will be unable to access our PIN retrieval service. Our Customer Service team will not confirm PIN details via telephone.
13. LOST, STOLEN AND DAMAGED GIFT CARDS
13.1. If you have elected not to register in accordance with section 12 but you lose your Gift Card or it is stolen or damaged please notify Customer Services immediately by calling 0844 77 44 277. You will be asked to provide information to verify that you are the authorised cardholder. Following satisfactory completion of the verification process, Customer Services will then immediately block any lost or stolen Gift Card to prevent unauthorised use and cancel any damaged Gift Card to prevent further use.
13.2. If you have registered in accordance with section 12 and you lose your Gift Card or it is stolen or damaged, please login to your customer account via www.oxst.flex-e-card.com to mark your Gift Card as lost, stolen or damaged as appropriate. You will be provided with a reference number to quote when contacting Customer Services on 0844 77 44 277. Customer Services will ensure that Gift cards marked as lost or stolen will be blocked to prevent unauthorised use and Gift Cards marked as damaged will be cancelled to prevent further use.
13.3. Subject to a fee of £5.95, we will despatch a replacement Gift Card and a unique, replacement PIN to you via post.
13.4. If we believe you have acted fraudulently or you have intentionally or with gross negligence failed to keep your Gift Card and/ or details of its security features safe, you will be held liable for all resulting transactions. We may limit your liability to a maximum of £50 for lost or stolen Gift Cards prior to you notifying our Customer Services team of the loss or theft; however it is important that you contact us as soon as you can. If we believe you have delayed notifying us or acted negligently, you may be held liable for the full amount.
13.5. Replacement cards can only be collected up to the expiry date of the original Gift Card. The replacement card will be valid for a period of 12 months from the date that you collect the replacement card. The cooling off period described in Section 9.2 does not apply to replacement cards.
14. PURCHASES FROM RETAILERS AND TRANSACTION DISPUTES
14.1. We are not responsible for the safety, legality, quality or any other aspect of the goods and services purchased with the Gift Card.
14.2. If you believe you did not authorise a particular transaction, or if you have any dispute over the goods or services purchased, you should contact Customer Services by calling 0844 77 44 277.
14.3. If you identify a transaction that you believe was unauthorised or incorrectly carried out, you must notify us without undue delay and in any event, not more t than 13 months after the date of the transaction. If we believe you have failed to notify us without undue delay we will not be able to assist you with the dispute.
14.4. If we have reason to believe that you have acted fraudulently or with gross negligence based upon evidence available to us at the time, we will investigate the circumstances of the case and may refuse to return the value of an unauthorised or incorrectly executed transaction until we have completed our investigation and are satisfied that you are entitled to redress.
14.5. In certain circumstances, a transaction will be initiated but not fully completed. Where this happens, this may result in the value of the transaction being deducted from the Gift Card balance and therefore unavailable for use; we refer to this as a “hanging authorisation” or “block”. In these circumstances, you will need to contact our Customer Service team and present relevant evidence to show that the transaction has been cancelled or reversed.
14.6. Where a retailer provides a refund for any reason, for example if you return the goods as faulty it can take several days for the notification of the refund and the money itself to reach us. As such, please allow 5-10 days from the date the refund was carried out for the refund to be applied to your Gift Card.
15. CUSTOMER SERVICES
15.1. All telephone enquiries in connection with a Gift Card should be made to Customer Services by calling 0844 77 44 277 or by writing to Customer Services, Flex-e-vouchers Ltd, 2 Saint James’ Gate, Newcastle upon Tyne, Tyne & Wear, NE1 4BE, United Kingdom. The Customer Services team are available 9am to 10pm Monday to Friday, 9am to 10pm on Saturdays, and 10am to 6pm on Sundays. During these hours we will endeavour to resolve all enquiries immediately, however please note that certain types of enquiry only be resolved during normal business hours.
15.2. Our normal business hours are Monday to Friday, 9am to 5pm. Correspondence received after the close of business on a particular day will be treated as having arrived at the start of following business day.
16. LIMITATION OF LIABILITY
16.1. None of the organisations described in sections 1.2 and 1.3 will be liable for any:
16.1.1. Losses which were not foreseeable at the time of the purchase of the Gift Card;
16.1.2. Losses which were not caused by any breach on their part, (each acting severally);
16.1.3. Business losses; or
16.1.4. Losses to non – consumers.
16.2. In any event, the liability of the organisations described in Sections 1.2 and 1.3 will be limited to the value loaded on the Gift Card at the time of purchase.
16.3. If you have used your card or allowed your card to be used fraudulently, in a manner that does not comply with these terms and conditions, for illegal purposes, or if you have allowed your Gift Card or details to be compromised due to negligence you will be held responsible for the use and misuse of the card. We will take all reasonable and necessary steps to recover any loss from you and there shall be no maximum limit to your liability except where relevant laws or regulations impose such a limit. This means you should take care of your Gift Card and details and act responsibly, or you will be held liable.
16.4. Providing that you have taken all reasonable care necessary, and in consideration of the conditions of sections 14 and 16.3, the maximum liability you will have for misuse of a lost or stolen Gift Card or misuse of the Gift Card details will be £50.
16.5. The Financial Services Compensation Scheme (FSCS) does not apply to this Gift Card product.
16.6. Although the FSCS does not apply to your Gift Card, Flex-e-vouchers Ltd and its commercial partners will undertake reasonable endeavours to keep your money safe, including holding funds in designated client accounts. We take protection of your money seriously and will be happy to discuss this with you if you have any concerns or questions.
17. YOUR PERSONAL INFORMATION
17.1. We collect certain information about the purchaser and the users of the Gift Card in order to operate the Gift Card programme. For the purpose of collecting personal information Flex-e-vouchers Ltd is a Data Controller as described in the Data Protection Act 1998. Flex-e-vouchers Ltd appears on the ICO Data Controllers Registers.
17.2. Your personal data will be processed by all of the organisations described in Sections 1.2 and 1.3 of this agreement in order to administer the Gift Card and to deal with any enquiries you have about the Gift Card. In order to provide customer service and administration services, we may utilise the services of data processors and may transfer your data outside the EEA. When we do this, we will take steps to ensure that your data is afforded the same level of protection as it would if your data was processed within the EEA.
17.3 Unless you have provided your permission, your personal data will not be used for marketing purposes, nor will it be shared with third parties unconnected with the Gift Card Scheme.
17.4. By purchasing or using the Gift Card, you are indicating to us that you agree to all of the conditions in this agreement regarding the processing of your personal data. You have the right to request details of the personal information that is held about you, and you may receive this by writing to Flex-e-vouchers Ltd, 2 Saint James’ Gate, Newcastle upon Tyne, Tyne & Wear, NE1 4BE, United Kingdom.
18. CHANGES TO THESE TERMS AND CONDITIONS
18.1. These terms and conditions may be changed or amended at any time for legal, regulatory or security reasons or to enable the proper delivery of or to improve the delivery of the Gift Card scheme. If any changes are made they will be publicised two months before the changes take effect (unless law requires us to make a more immediate change), and copies of the revised Terms and Conditions will be made available online at www.oxst.flex-e-card.com.
18.2. Due to the nature of Gift Card programmes, it is often difficult or impossible for us to contact each individual cardholder in the event of a change to these terms and conditions. It is therefore the responsibility of both the Gift Card purchaser and the recipient to check the website www.oxst.flex-e-card.com regularly for changes to these terms and conditions. We will assume that you have done so and will be entitled to assume you have accepted any changes to these terms and conditions unless you notify us otherwise. We will deal with any such circumstances on a case-by-case basis.
19. LAW AND COURTS
19.1. The law of England and Wales applies to these terms and conditions and the Courts of England and Wales shall deal with any legal proceedings between us.
One simple step to activating your gift card, insert the gift card number and submit it’s that easy.
Flex-e-card offers a range of shipping options that you can select depending on the urgency, value, and number of gifts.
Here are a number of frequently asked questions about how Flex-e-card Gift Cards work.
If you need any support or assistance, or have a question about our products and services please contact.