By obtaining the Card you agree to be bound by and comply with these Terms and Conditions and the User Guide supplied with the card (together the "Agreement"). This is a copy of your Agreement for you to keep. You can request an electronic copy to be emailed out to you (Please use the contact us link).
In these Terms and Conditions:
"Account" means the record maintained by us of the funds held on the Card.
"Activate" and "Activation" means the activation of the Card to enable you to use the Card.
"ATM" means an Automated Teller Machine.
"Card" means the Visa GlobalTravelWallet™ prepaid card that is supplied to you via one of our approved agents. References to the Card include the card details, Security Details and PIN.
"Card Services" means any services, including call centre services, provided by us, our country specific issuer partners, or our third party service provider or Card Programs International Ltd ("the Programme Manager"), in connection with the Card.
"Cardholder Website" means the cardholder website at www.globaltravelwallet.com, which gives access to the Account using the Security Details.
"Personal Information" is the information that we collect from you when we provide you with the Card Services, including any application form, correspondence, emails, telephone calls, internet communications and the transactions on the Account.
"PIN" means the personal identification number used to access some of the Card Services.
"Retail Location" means any approved participating Agent from which you can obtain or load the Card.
"Security Details" means some of the information given by you when applying for the Card, during Activation or Replacement or any changes made to this information.
"User Guide" means the document onto which the card is attached and then packaged which gives instructions on how to activate the card for use.
"we", "us", "our" means Ecobank (Rwanda) Limited.
"you" and/or "your" means the purchaser of the Card.
2 Issuing of Cards
2.1 Please remove the Card from the User Guide and sign on the reverse as soon as you receive it.
2.2 You should memorise your PIN to prevent unauthorised use of the Card. We recommend that you change your PIN at our ATM or Online at www.globaltravelwallet.com/rwanda, to a number you can easily remember. You must follow the rules on Card security (see clause 8 below).
2.3 The Card is our property. We may suspend the Card, with or without notice, if we think the Card has been or is likely to be misused; or if you break any important term or you repeatedly break any term and fail to remedy it; or if we suspect any illegal or unauthorised use of the Account. If we do suspend the Card, we will inform you of our decision, unless such disclosure is prohibited by law or would otherwise compromise fraud prevention or security measures.
2.4 The Card is not a credit card and all use is limited to the amount pre-loaded and standing to the credit of the Account and any other limits referred to in these Terms and Conditions.
2.5 There is no interest payable to you on the balance of the Account and the Account does not amount to a deposit with us.
3. Activation and Expiry
3.1 You will be able to use the card immediately it is loaded.
3.2 The Card is only for your use and expires on the date on the front of the Card.
3.3 The Card cannot be used after it has expired. Expiry of the Card does not mean that you lose any balance held on the Card, as you will still be able to transfer the balance to a replacement card or obtain a refund, subject to any applicable fees (see clause 5 below) in accordance with this Agreement.
3.4 If your Card is damaged, lost or stolen, you may contact Card Services to request a replacement Card ("Replacement Card"). Any request for a Replacement Card due to expiry must be made on or before the Termination Date and the balance of the Card will be transferred to the Replacement Card. You may incur an issuance fee for the Replacement Card.
4. Use of the Card
4.1 The Card may, subject to any applicable fee (see clause 5 below), be used to withdraw cash from an ATM displaying the Visa symbol and/or to pay for goods and services at retailers or merchants who accept Visa cards. However, the Card may not be used for accessing or purchasing goods from illegal sites and must not be used for any unlawful activity.
4.3 We do not recommend using the Card as: (i) a guarantee of payment, for example as a deposit for hotels, cruise lines or car rental, as merchants such as these may estimate the final bill and this amount will be temporarily unavailable to access or spend. Only the actual amount of the final bill will be deducted from the Account; or as (ii) as an arrangement for periodic billing as any debits to your Account as a result of such arrangements will be considered to have been authorised by you.
4.4 The Account will be deducted immediately with the amount of each cash withdrawal or payment and any associated fees and this will reduce the amount available in the Account. Each transaction will require authorisation or validation before completion.
4.5 Although the Visa logo may be displayed, in some countries the Card may not operate there (due to restrictions of Visa). The Merchant or Card Services may be able to confirm current availability.
4.6 If there are insufficient funds in the Account to pay for a transaction, the Card may be declined or the retailer may allow you to pay the balance by some other means.
4.7 You agree to accept a credit to the Account if you are entitled to a refund for any reason for goods or services purchased using the Card.
4.8 We cannot stop a transaction or payment once you authorise the use of the Card.
4.9 We are not responsible for ensuring that ATMs and point of sale terminals will accept the Card, or for the way in which a merchant processes a transaction.
4.10 You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of acquisition and/or use.
5. Card Limits, Fees and Foreign Currency Transactions
5.1 The Fees and limits that apply to your card (see Fees and Limits Table on the Cardholder Website) are subject to variation in accordance with the Terms and Conditions. Some ATM operators may charge an ATM withdrawal fee or set their own withdrawal limits.
5.2 Most ATM operators limit the minimum and maximum amounts that can be obtained in a single transaction. These amounts may also be limited in some countries by law.
5.3 There are limits on: (a) the amount you may load onto the Card at any one time;
(b) the amount of cash that may be withdrawn from the Account over any twenty-four (24) hour period;
(c) the total amount you may load on the Card during any twelve (12) month period (see Fees and Limits Table on the Cardholder Website).
5.4 If you exceed any of these limits then the Account may be suspended (see clause 12 below).
5.5 You may be charged a fee when you obtain the Card for the first time and if you load additional funds on to the Card (see Fees and Limits Table on the Cardholder Website).
5.6 We may charge a fee for ATM withdrawals; however some ATM operators may charge you an ATM withdrawal fee that will be deducted from the Account. Not all ATM operators advise of this fee or the amount of the fee before you withdraw money from their ATM.
5.7 If you load the card but do not use the Card or credit additional funds to the Card for a period of twelve (12) months, a monthly inactivity fee will become payable after this twelve (12) months period of inactivity (see Fees and Limits Table on the Cardholder Website). This fee will be payable even if the Card has expired, until the Account is closed. If the balance on the card is less than the fee, we will waive the remainder of the fee and the Account will be closed.
5.8 If a Card transaction or ATM withdrawal is made in a currency other than the Card currency, the amount will be converted into the Currency of the Card. The exchange rate used for the conversion is the wholesale market rate or the government mandated rate determined by Visa in effect the day the transaction is processed, increased by three (3) percent.
5.9 There may be a fee payable if you redeem unspent funds through Card Services (see clause 7 and the Fees and Limits at www.globaltravelwallet.com/rwanda).
6.1 Until the expiry of the Card you can add additional funds to the Account subject to certain limits and subject to a fee (see clause 5 above). You may be required to provide identification and/or confirm your Security Details at the time of placing additional funds on to the Account.
6.2 The foreign exchange rate used for placing of funds on to the Account through a Retail Location (and any commission charged on the exchange by the Retail Location) is determined by the Retail Location.
6.3 You can access the Account on the Cardholder Website to:
(a) change some of your personal details; (b) check your balance; (c) check the your transaction history (d) other functionality that may be made available from time to time
6.4 You can change your PIN at our ATMs or via the Cardholder Website
6.5 You may also be able to make a balance enquiry at some ATMs although availability is dependent on the country and the ATM used. There may be a fee payable for balance enquiries imposed by the ATM operator.
6.6 If an ATM displays a balance for the Account in a currency other than the Account currency, the exchange rate applied may be different to ours and a variation may occur. An accurate balance can be obtained through Card Services or by checking your balance through the Cardholder Website.
6.7 Information sent over the internet may not be completely secure. The internet and the online systems are not controlled or owned by us so we cannot guarantee that they will be secure and function at all times and we accept no liability for unavailability or interruption.
6.8 The Account can only be used if it has a positive balance. You are responsible for monitoring your balance and maintaining a positive balance on the Account. You shall be charged a transaction decline fee if a transaction is declined due to insufficient funds on the account. (see Fees and Limits Table on the Cardholder Website)
7. Redeeming Unspent Funds
7.1 You may redeem the balance of any unspent funds on the Account at any time through Card Services. Any credit balance in excess of the applicable cash-out fee (see clause 5 above) will be paid to you in local currency. You may request for the payment to be made to you in cash or to a bank account. If you request for the payment to be made to a bank account, a transfer charge will apply.
7.2 If we make funds available to you under these Terms and Conditions, you may be required to provide identification and/or verify your Security Details.
7.3 A cash-out fee shall be charged for redeeming unspent funds on the Account through Card Services if: (i) you redeem unspent funds on the Account before the Termination Date; or (ii) you redeem unspent funds on the Account and end this Agreement in accordance with clause 12.3; or (iii) you redeem unspent funds on the Account after a period of twelve (12) months from the Termination Date.
8. Card Security
8.1 You must do all that you reasonably can to keep the Card, the Security Details and any PIN secret and safe at all times and not disclose them to any third party.
8.2 The Card will be disabled if an incorrect PIN is entered three (3) times. If the Card is disabled, please contact Card Services to reactivate the Card. There may be a twenty-four (24) hour delay in reactivating a disabled Card.
9. Loss Theft and Misuse of Cards
9.1 If the Card is lost or stolen, likely to be misused or you suspect that someone else may know the PIN or Security Details, you must stop using the Card and immediately and without undue delay, notify Card Services on becoming aware of the loss, theft, misappropriation or unauthorised use of the Card. We will suspend the Account to prevent further use.
9.2 You will be required to confirm details of the loss, theft or misuse to us in writing by completing a dispute form, which we will provide to you by email or may be obtained from www.globaltravelwallet.com/Rwanda, and signing and returning it to us.
9.3 You must assist us and the police in any enquiries and attempts to recover a lost or stolen Card.
9.4 If any lost Card is subsequently found, it must not be used unless Card Services confirm to you in writing,that it may be used.
10. Your liability for unauthorised transactions
10.1 If you notice a transaction on the Account that you do not recognise you must notify Card Services without undue delay, and in any event no later than four (4) weeks after the debit date. We may request that you provide additional written information concerning any such transaction on our dispute form, which can be found at www.globaltravelwallet.com/rwanda. We recommend that you check your transaction history and balance at least once a month.
10.2 We will refund any unauthorised transaction within the specified dispute resolution period unless we have reason to believe (based on the evidence available to us at the time you report the unauthorised transaction) that the transaction was authorised by you, or caused by you breaking any important term or repeatedly breaking any term and failing to remedy it, or was allowed to happen because of your gross negligence, or we have reasonable grounds to suspect fraudulent activity on your part.
10.3 If we make a refund in accordance with clause 10.1, or make a refund after investigating the transaction, we reserve the right to reverse the refund if we do not receive a completed dispute form from you within (ten) 10 Working Day(s) of our request. ("Working Day" means Monday to Friday from 0900 to 1700 GMT except for any public holidays in Rwanda).
10.4 Further to clause 10.2, if we do not make an immediate refund and you still wish to dispute the transaction as unauthorised, we reserve the right to request additional written information in the form of a statement signed by you providing evidence to support your claim that the disputed transaction was unauthorised. You may be prosecuted in the event that you make a fraudulent claim for an unauthorised transaction whether or not you have received a refund.
10.5 Subject to clauses 10.2 and10.4, where it is determined that you are not liable for an unauthorised transaction, you will not be liable for any of the loss incurred and we will refund the value of that transaction within the specified dispute resolution period and will have no further liability to you for any other losses you may suffer. However, if our investigations conclude that the transaction you have disputed has been authorised by you or on your behalf, we will not refund the value of the transaction and we may charge you an investigation administration fee of up to US$100.
11. Replacement Cards
11.1 If the Card is lost, stolen or damaged you can request a replacement by attending in person at the Agent Location and a replacement card fee will apply. Prior to the issue of a Replacement Card you may be asked to produce proof of identification.
12. Ending this Agreement
12.1 Subject to clause 12.8, this Agreement shall terminate in the event of the expiry of the Card. The date of such termination under this clause 12.1 shall be deemed the Termination Date.
12.2 Subject to clause 12.4, we may end this Agreement without cause prior to the Termination Date by giving you at least six (6) months notice by letter or by email to the contact details you provide to us.
12.3 You may end this Agreement at any time by writing to or emailing Card Services, in which case this Agreement will end 2 workings days after we receive your communication.
12.4 The ending of this Agreement will not affect your right (if any) to redeem unspent funds in accordance with clause 7.
12.5 We may ask for the return of the Card and end this Agreement, with or without notice, if you break any important term or you repeatedly break any term and fail to remedy it.
12.6 Once the Agreement has ended in accordance with these Terms and Conditions, you will no longer be able to use the Card and you should destroy it.
12.7 The provisions of clause 7.3 shall survive termination of this Agreement.
12.8 For the purposes of clause 12.1(i), the expiry of the Card shall mean the expiry of the initial Card issued to you under this Agreement (including any Replacement Card). Please visit the Cardholder Website for a reminder of your expiry date.
12.9 You accept to be liable for all transactions carried out on your card during the term of this agreement and accept to cooperate with law enforcement for purposes of investigating a fraudulent, suspicious or unauthorised transaction at any time.
13. Changing the terms
13.1 We may change these Terms and Conditions (including bringing in new terms, changes in the fees and the services we offer, etc) at our discretion by giving you at least five (5) days' notice by letter, email or by simply updating the relevant section of the Cardholder Website no less than one week before the change is due to take effect. The latest version of the Terms and Conditions shall be available on www.globaltravelwallet.com/Rwanda
13.2 If we make changes to the Terms and Conditions and you are dissatisfied with any change, you can end the Agreement and request us to close the Account by writing to, or emailing us and we will refund any unspent balance on the Account.
14. Personal Data (important information about your privacy)
14.1 By purchasing the Card you consent to us (or our service providers) processing your Personal Information in connection with the provision of Card Services in accordance with this Agreement.
14.2 You must notify us immediately of any change to your personal details by login in to your Account on the Cardholder Website and typing the relevant changes yourself in the relevant section of the Website or by contacting Card Services. We will not be responsible if you do not receive any notice or correspondence that has been sent to the contact details you have provided to us.
14.3 You may be required to provide information to us or our Retail Location (including evidence of identity) when purchasing the Card or adding additional funds to the Card.
14.4 We will take all reasonable precautions to keep Personal Information secure and protect it under our (or our service providers') security policies and procedures.
14.5 Your Personal Information may be disclosed by us to third parties (including the Programme Manager and other third party providers) to enable us to provide the Card Services, to monitor compliance with these Terms and Conditions and for data analysis, anti-money laundering, detection of crime, legal compliance, enforcement and fraud prevention purposes..
14.6 Your Personal Information will be shared with our service providers but only to the extent necessary for those parts of the services they are contracted to provide.
14.7 You agree we may contact you about other products or services provided by the Programme Manager and its affiliates. If you no longer wish to receive information about these products or services then please contact Card Services.
14.8 Your Personal Information may be processed outside country of purchase but all service providers are required to have adequate safeguards in place to protect your Personal Information.
14.9 Personal Information will not be shared or used for any other purpose except as stated above unless we are required, or permitted to do so, as a result of any government laws and regulations, by a court order or by any business or persons to whom we transfer our rights and obligations under these Terms and Conditions.
14.10 You are entitled to ask us in writing to supply you with any Personal Information that we hold about you. We will delete any incorrect information or correct any errors in any of your Personal Information that come to our notice.
14.11 There may be certain transactions containing information that you do not wish us to see, have or use. If this is the case, you should pay by other means and not use the Card.
14.12 To aid us in the provision of the Card Services, in the interests of security and to help us maintain and improve our service, telephone calls may be recorded and/or monitored.
15. Our Liability to You
15.1 Unless otherwise required by law or as set out in this Agreement, we will not be liable to you in respect of any losses you or any third party may suffer in connection with the Card, except where such losses are due to a breach by us of this Agreement or due to our negligence.
15.2 We will not be liable to you for disputes concerning the quality of goods or services purchased from any merchant that accepted your Card or any additional fees charged by the operator of these terminals (for example when you withdraw currency from an ATM, the ATM provider may charge you an additional fee for the service).
16. Third Party Rights
Except for any party referred to in clause 17 below, nothing in these Terms and Conditions gives any third party any benefit or right (including any enforcement right).
17. Transferring our rights
We may assign any of our rights and obligations under these Terms and Conditions to any other person or business, subject to such party continuing the obligations in these Terms and Conditions to you. Any such assignment shall be in writing.
18. Law, Jurisdiction and Language
These Terms and Conditions and any disputes, which arise under them, shall be exclusively governed and construed in accordance with Rwandan law and subject to the exclusive jurisdiction of the Rwandan courts. We undertake to communicate with you in English regarding any aspect of your Card or the Account. These Terms and Conditions are written and available only in English.
19. Communication with You
We may contact you by letter or email, using the contact details you provide to us. We may contact you on your mobile but we will ensure that the substance of the conversation is communicated in writing. We may also display information relevant to you on the Cardholder Website.
20. Contact Us
If you have any queries regarding the Card, please contact customer service through the number behind your card or via the online customer service chat at www.globaltravelwallet.com/rwanda. If you have any further queries, are dissatisfied with the standard of service, or you require information about your Personal Information please contact Card Services via the Contact us link.
Any notice sent by either party under this Agreement by email shall be deemed given on the day the email is sent, unless the sending party received an electronic indication that the email was not delivered; and if by post, shall be deemed give seven (7) Working Days after the date of posting.
We will try to resolve any problems as quickly as possible and in accordance with our complaints procedure, which can be found on www.globaltravelwallet.com/rwanda or is available on request.
21. The Card Issuer and Program Manager
The Visa GlobalTravelWallet™ prepaid card is issued by Ecobank (Rwanda) Limited and the Program is designed and managed by Card Programs International.
Issuer: Ecobank (Rwanda) Limited has its head office and registered office at Kigali, Rwanda. We are a Bank, authorised by the National Bank of Rwanda and are permitted to issue cards.
Program Manager: Card Programs International of 20-22 Wenlock Road, London N1 7GU. GlobalTravelWallet™ is a registered trademark of Card Programs International Limited.
22. Deposit Protection
This Card is an electronic money product and in order to provide protection to you, the funds held in respect of the Card are held by Ecobank (Rwanda) Limited, on trust, to ensure the funds are safeguarded in the unlikely event of insolvency.