1. INFORMATION ON WHO WE ARE AND THIS AGREEMENT
1.1 These terms and conditions apply to Shopping Centre Gift Cards provided by Flex-e-card.
1.2 Gift cards are issued by Wirecard Card Solutions Ltd, Floor 3-5 Grainger Chambers, 3-5 Hood Street, Newcastle upon Tyne, NE1 6JQ, United Kingdom. In this agreement, “We”, “Us” or “Our” refers to Wirecard Card Solutions Ltd, or any of the organisations described in sections 1.2 or 1.3 acting on behalf of Wirecard Card Solutions Ltd.
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 13 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 payment card which may be used to pay for goods and services at participating retailers within the shopping centre whose name appears on the Gift Card. You are not permitted to use the Gift Card at retail locations outside the shopping centre whose name appears on the Gift Card. 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. You are recommended to 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 date 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. On that date, the card will cease to function and you will not be entitled to use the card.
2.4 If the card was purchased in the shopping centre, the maximum value that may be loaded onto the card is £1,000. The Gift Card will be activated at the point of purchase and the monies on the Gift Card will be available for use one hour after purchase.
2.5 If the Gift Card was purchased over the Internet, the maximum value that may be loaded onto the card is £1,000. The Gift card will require activation upon receipt. You can activate the card by calling 0844 77 44 277. Monies on the Gift Card will normally be available for use one hour after activation.
2.6 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 12.4 for details.
2.7 Gift Cards can be combined. To do this please make your request to a centre representative by visiting the Customer Service or Concierge Desk. Combining Gift Cards is subject to an administration charge of £1.00 for the first two cards and an additional £0.20p per card thereafter. This charge can be deducted from your existing card balance.
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, and we also use this information to help us identify you and your card in the event that it is lost or stolen, or 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 15 for more information.
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 Where you apply for a card via the Internet, 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
The following fees and charges apply to the Gift Card:
£9.95 Administration fee – for the manual work involved in carrying out the redemption or refund of the remaining card balance
£5.95 Administration fee – for the costs of the card and administration work involved in replacing a lost, stolen or damaged card
£1.00 Administration fee – for the cost of combining the balance of 2 Gift Cards, with each subsequent card charged at a rate of £0.20 per Gift Card
£0.25 SMS Balance Enquiry fee – for the provision of Gift Card balance by SMS text message
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. Prior to use, the Gift Card should be signed on the reverse by the person who will be using it.
5.2 We will be entitled to assume that a transaction was authorised by you where the magnetic stripe on the card was swiped by the retailer, where there is a signed sales slip, 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 you have received your instruction to proceed with the transaction, the transaction cannot be stopped or revoked. Please refer to Section 12 of this 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 Normally, we will be able to support transactions 24 hours per day, 365 days per year. However, we cannot guarantee this will be the case, and in certain circumstances – for example a serious technical problem – we may be unable to receive or complete transactions.
6. RESTRICTIONS ON USE OF GIFT CARD
6.1 A Gift Card may only be used for payment within a limited network of retailers within the shopping centre. You must not use or attempt to use your Gift Card outside the shopping centre.
6.2 A Gift Card cannot be topped up after purchase.
6.3 A Gift Card cannot be used to withdraw cash at ATMs or at banks. The 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 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 ACCOUNT
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 that 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
- visiting www.flex-e-card.com and using the balance check service,
- calling Customer Services on 0844 77 44 277 (note that calling costs may apply – check with your phone provider),
- SMS text message – send BAL followed by the last 8 digits of your Gift Card to 60030, e.g. BAL 12345678. A fee of 25p + 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 phone credit or added to your next mobile telephone bill.
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. The associated balance of the card (if any) at the expiry date will be forfeited, therefore you should use the full value of the 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 90 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 expiry date of the card, you should call us on 0844 77 44 277.
9. CANCELLATION PERIOD AND REFUND PROCEDURE
9.1 Only the person who has purchased the Gift Card will be able to request a refund, subject to 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 return it to the Customer Services Desk at the Centre, unsigned and unused with your original sales receipt within 14 days of purchase and a full refund will be made.
9.3 After 14 days from the date of purchase only the balance remaining on the Gift Card will be refunded and any refund will be subject to a £9.95 administration fee to cover the costs of processing the refund and cancelling the Gift Card.
9.4 If you request redemption of the remaining balance in accordance with conditions 9.2 or 9.3, we will interpret this as your withdrawal from this agreement and we will retain the Gift Card.
10. KEEPING YOUR GIFT CARD AND DETAILS SAFE
10.1 You are responsible for keeping your Gift Card and its details safe. This means you must take all reasonable steps to avoid the loss, theft or misuse of the Gift Card or details. Do not disclose the Gift Card details to anyone except where necessary to complete a transaction. You should be happy that the retailer or service provider is genuine and has taken adequate steps to safeguard your information before proceeding with the transaction and supplying them with the physical card or details.
11. LOST, STOLEN OR DAMAGED GIFT CARDS
11.1 If you lose your Gift Card or it is stolen or damaged please notify Flex-e-vouchers Ltd immediately by telephoning Customer Services in accordance with paragraph Section 13 of this agreement. You will be asked to provide your Gift Card number and other information to verify that you are the authorised cardholder. Following satisfactory completion of the verification process, Flex-e-vouchers Ltd will then immediately block any lost or stolen Gift Card to prevent unauthorised use and cancel any damaged Gift Card to prevent further use.
11.2 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 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.
11.3 After you have notified us of the loss, theft or damage of your Gift Card and providing that we are able to identify your card and satisfy certain security checks, you will be able to collect a replacement card from the shopping centre according to instructions given to you by our customer support team. A cancellation and replacement fee of £5.95 per Gift Card will be deducted from the remaining balance on the Gift Card, or you may elect to pay the fee separately. Replacement cards can only be collected up to the expiry date of the original card (as detailed in 8.1). 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.
11.4 Lost, stolen or damaged Gift Cards can only be replaced, as described above, if the shopping centre operates one of Our Flex-e-pos Till Systems. If the shopping centre does not have a Flex-e-pos on site or Flex-e-vouchers is no longer the Gift Card provider for the shopping centre, you will not be able to obtain a replacement Gift Card. Where there is no facility at the shopping centre to replace your Gift Card we will make every effort to replace your card with an equivalent product for another shopping centre in our portfolio.
12. PURCHASES FROM RETAILERS AND TRANSACTION DISPUTES
12.1 We are not responsible for the safety, legality, quality or any other aspect of the goods and services purchased with the Gift Card.
12.2 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.
12.2.1 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 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.
12.2.2 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.
12.2.3 Providing that you have notified us of an unauthorised or incorrectly executed transaction without undue delay and you have not acted fraudulently or with gross negligence, we will restore your Gift Card to the position it would have been had the unauthorised or incorrectly executed transaction not taken place.
12.3 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 cases, you will need to contact our Customer Service team and present relevant evidence to show that the transaction has been cancelled or reversed, in the absence of sufficient evidence we retain the right to impose a waiting period of 5 working days prior to reinstatement of the blocked amount. onto your card.
12.4 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 account.
13. CUSTOMER SERVICES
13.1 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 St James Gate, Newcastle Upon Tyne, NE1 4BE. 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 can only be resolved during normal business hours.
13.2 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.
13.3 If you wish to make a complaint in relation to your Gift Card you should, in the first instance, contact us using the details provided above and explaining the reason for your disatisfaction. We will log your complaint and investigate it in accordance with our Internal Complaints Procedure, once we have investigated your complaint we will issue you with a final response in writing.
14. LIMITATION OF LIABILITY
14.1 None of the organisations described in Sections 1.2 and 1.3 will be liable for any:
losses that were not foreseeable at the time of the purchase of the Gift Card;
losses that were not caused by any breach on their part (each acting severally);
business losses and/or losses to non-consumers.
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.
14.2 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.
14.3 Providing that you have taken all reasonable care necessary, and in consideration of the conditions of sections 12 and 14.2, 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.
14.4 The Financial Services Compensation Scheme (FSCS) does not apply to this Gift Card product. This means in the event that Wirecard Card Solutions Ltd became insolvent, your Gift Card may cease to function and may become valueless, and you could lose the monetary value of the Gift Card. You will not be able to reclaim this money from the FSCS.
14.5 Although the FSCS does not apply to your Gift Card, Wirecard Card Solutions 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.
15. YOUR PERSONAL INFORMATION
15.1 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 and Wirecard Card Solutions Ltd are Data Controllers as described in the Data Protection Act 1998. Flex-e-vouchers Ltd and Wirecard Card Solutions Ltd appear on the ICO Data Controllers Register.
15.2 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 administer your account, 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.
15.3 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.
15.4 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 St James Gate, Newcastle Upon Tyne, NE1 4BE and Wirecard Card Solutions, Floor 3-5 Grainger Chambers, 3-5 Hood Street, Newcastle upon Tyne, NE1 6JQ.
16. CHANGES TO THESE TERMS AND CONDITIONS
16.1 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 at Customer Services Desk and online at www.flex-e-card.com.
16.2 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 & conditions. It is therefore the responsibility of both the Gift Card purchaser and the recipient to check the website www.flex-e-card.com regularly for changes to terms & conditions. We will assume that you have done so, and will be entitled to assume you have accepted any changes to these terms & conditions unless you notify us otherwise. We will deal with any such circumstances on a case-by-case basis.
17. LAW AND COURTS
17.1 The law of England and Wales applies to these Terms and Conditions and the courts of England and Wales will deal with any legal proceedings between us.
Terms & Conditions of use of Flex-e-card website and e-commerce purchases
Who are we?
The Flex-e-card website www.flex-e-card.com is owned and operated by Flex-e-vouchers Limited of 13 Telfords Yard, 6-8 The Highway, Wapping, London. E1W 2BS
You may contact us using any of the following methods:
Telephone: 0844 774 4277
Website: By using the feedback form
Post: Flex-e-vouchers Limited. 13 Telfords Yard, 6-8 The Highway, Wapping, London. E1W 2BS
Use and purpose of the Flex-e-card website
The Flex-e-card website allows you to browse and order Gift Cards and other products. It may also allow you to query the balance and view a statement of certain Gift Card products ordered from the website or purchased directly from our clients.
Our agreement with you is strictly limited to the provision of these services. Flex-e-card is not liable for damages or direct or indirect loss consequential or otherwise that may result from the use of any Gift Card or other product ordered from us. In addition the goods and services that may be purchased using Gift Cards from retail stores or other merchants are not guaranteed or endorsed by Flex-e-card nor are Flex-e-card liable for the quality, safety, legality or any other aspect of any goods or services purchased using a Gift Card ordered from Flex-e-card.
Your access and use of the Flex-e-card website is subject to these terms and conditions. By accessing, browsing and using the Flex-e-card website you agree to be bound by these Terms and Conditions without any limitation or further qualification.
Flex-e-card will make every effort to ensure the accuracy of information featured on the website. However the content of the website is supplied as seen without any warranty or other representation including without limitation any warranties implied or otherwise of its fitness for purpose or the suitability of the content featured on the site or the suitability of the systems used to deliver the website and associated ordering and payment processes. Flex-e-card shall not be liable for any direct or indirect losses consequential or otherwise arising from the browsing or use of this website or any information viewed or obtained from it or for any statements or omissions or inaccuracies in any content and/or images displayed on the website.
Flex-e-card shall make every effort to ensure that this website does not contain any data or viruses that may be harmful to your computer hardware or software or other property. However we accept no liability for any direct or indirect losses consequential or otherwise arising from accessing, browsing, using or downloading content on the website.
Flex-e-card is UK based website intended for the use of individuals and other entities residing in the United Kingdom. The law of England and Wales applies to these Terms and Conditions and the courts of England and Wales will deal with any legal proceedings between us. We make no representation that the website or its content is suitable or appropriate for use from other locations. Access to and use of the website from other locations is the sole responsibility of the user and it is their responsibility to ensure compliance with local laws, to the extent that such laws may be applicable.
These Terms and Conditions do not affect any rights you may have at law. For further information about your rights please contact your local authority Trading Standards Department or Citizens Advice Bureau.
Copyright, Trademarks and Intellectual Property
Users of the website are permitted to use, browse and print content from the website for their personal non-commercial use only consistent with the intended use and purpose of the website as outlined in these Terms and Conditions. Users may not copy, distribute, publish, transmit, reproduce or sell content and/or other material from the website by any means or for any purpose.
Software code, concepts, designs, brands, logos, other imagery and all written content displayed on this website belong to Flex-e-card and/or the other business, individuals and legal entities represented on the website. Under no circumstances whatsoever do Flex-e-card and/or the other business, individuals and legal entities represented on the website give any permission or grant any license to any third party to use or replicate any of the website content including but not limited to software code, concepts, designs, brands, logos, other imagery and all written content without express written prior consent from Flex-e-card and/or the other business and entities represented on the website that have ownership or the rights to use such Intellectual Property.
Gift Card Terms and Conditions
In addition to these Terms and Conditions please also read the Terms and Conditions of Issue and Use of any Gift Card or other product that you may order from us. In particular we would draw your attention to the individual expiry policies of Gift Cards offered by Flex-e-card before placing an order. Please note that the Terms and Conditions of Issue and Usage of any Gift Card are between the purchaser and/or user of the Gift Card and the Issuer of the Gift Card. Flex-e-card is not liable for the accuracy or legality of such Terms and Conditions and you should take all reasonable steps to ensure that you are satisfied with such Terms and Conditions before the placement of an order or use of a Gift Card ordered via Flex-e-card.
Changes to the Terms and Conditions
Please note that these Terms and Conditions are subject to change from time to time without notice. Should Flex-e-card change theses Terms and Conditions we will update the website with immediate effect. Any such changes shall only apply to use of the website or orders occuring after the website has been updated and will not be applied retrospectively.
We will make reasonable efforts to ensure that the Terms and Conditions of Issue and Use of Gift Cards or other products advertised on the website are current. However please be aware that it is your responsibility to check the accuracy of any Terms and Conditions and/or limitations that may apply to individual products with the Issuer of those products prior to order or use of the product.
Order placement and confirmation
Orders are placed by selecting the products that you wish to purchase and proceeding to the order pages. We will then collect the information necessary to process your order before requesting payment. If you have any promotional codes that may entitle you to a discount on certain products please enter these before completing the payment details. Upon confirmation that your payment has been successful we will commence processing your order. For the avoidance of doubt our agreement regarding the provision of services does not commence until we have received confirmation of your payment.
Upon successful processing of your order you will receive a confirmation by email. The confirmation will detail the products that you have ordered, the delivery method selected, your personal information and payment information. Please check the confirmation carefully on receipt and notify us of any errors or omissions. Please also contact us with any queries that you may have. If we need to contact you regarding your order we will do so by email or by telephone.
In some instances it may be necessary for us to refuse orders. In these instances we will contact you to explain why we have been unable to process your order. In other instances orders may fail during the purchase or payment processes. If you believe that you have placed an order with us but have not received a confirmation of order please contact us.
Whilst we will make every effort to ensure that the products advertised on the website will be available we do not guarantee such availability. If the products that you have ordered are unavailable either temporarily or permanently we will contact you by email or by telephone. Please note: Flex-e-card is in no way liable for any damages or direct or indirect losses consequential or otherwise arising from unavailability of products advertised on the website.
If you require a full invoice for any order please check the invoice box on the order pages and we will provide an invoice in electronic format in addition to your order confirmation. If you do not receive your invoice or have any queries regarding your invoice please contact us.
Payment and security
Flex-e-card accepts payment by credit card, debit card and bank transfer. All order details and card payments processed via Flex-e-card are subject to certificated 128 bit SSL encryption to protect your personal information and payment card details.
1. Payments by credit or debit card:
If you select payment by credit or debit card Flex-e-card will apply for authorisation of your card payment from the card issuer. During this process the personal information that you have provided will be used to verify your identity and that you are the authorised card holder. Please note that payments by credit card and debit card will only be accepted where the card has been registered with the MasterCard Secure Code, Maestro 3D Secure and/or Verified by Visa security programmes. If you have not pre-registered your card with the relevant security programme you may be asked to do so during the purchase process. Please note: Certain types of payment cards may not be accepted by Flex-e-card or may not be eligible for use on the Flex-e-card website. If your card is not accepted, is ineligible for use, or payment fails during authorisation we will be unable to process your order. Flex-e-card will accept no liability for any damages or direct or indirect loss consequential or otherwise that may arise as a result of refused card payments or failed payment authorisations whatever the circumstances.
Your payment will be deemed to have been processed successfully upon receipt of an authorisation from your card issuer. When we have received confirmation of authorisation we will notify you on screen and will commence the processing of your order.
When you receive your credit or debit card statement all purchases from Flex-e-card will be marked Flex-e-vouchers Limited, Wapping, London. All payments will be processed in GB Pounds Sterling but may be converted by your card issuer or the payment network to another currency if your card has been issued in a currency other than GB Pounds Sterling. If you have any queries regarding the conversion of currency please contact your card issuer.
2. Payments by Bank Transfer:
If you select payment by Bank Transfer you will receive a pre-order confirmation by email. The pre-order confirmation will contain Flex-e-card’s bank details. When you make payment to Flex-e-card please insert the pre-order reference number in the description field of the bank transfer.
It is your sole responsibility to ensure that payment is made to Flex-e-card’s bank and your order shall not be confirmed and Flex-e-card shall not be deemed to have entered into an agreement with you to provide any services until such time as your payment is received as cleared funds into our bank account. Upon receipt of your funds we will commence the processing of your order and will issue an order confirmation when the order process has been successfully completed.
Flex-e-card only offer refunds to the original purchaser of the Gift Card. Please see section 9 of the relevant Gift Card Terms and Conditions document for full details of how to request a refund and any restrictions that may be in place.
Please note that Gift Cards and other products purchased from Flex-e-card using a credit or debit card will only be dispatched to the address registered with the payment card issuer. We are unable to deliver any products purchased from Flex-e-card to third party addresses unless payment is made by bank transfer.
During the order process you will be provided with details of the delivery methods that are available for your order along with the costs of each method. Please read the information regarding each delivery method as the delivery charges will be different for each method and certain restrictions in the timing of deliveries and the insurance protection will apply.
Please note that if goods are lost in transit you will only be eligible for a replacement under certain circumstances. If you are in any doubt about the level of insurance cover that applies to each delivery method please carefully review the information displayed on the website before placing your order. You may also contact us and we will provide you with the details of each delivery method and the cover that applies. Please note: the selection of the desired delivery method is the sole responsibility of the purchaser and Flex-e-card accepts no liability in respect of any direct or indirect loss consequential or otherwise if an unsuitable or incorrect delivery method is selected or if the carrier fails to deliver the product according to the agreed schedule whether or not any verbal or written advice was given by Flex-e-card.
If you do not receive the products that you have ordered please contact us and we will do our best to assist you in tracing the missing delivery. If the goods are deemed to be lost in transit and the delivery method that you selected provides for insurance cover Flex-e-card will provide a replacement and will make a claim to the carrier to recoup the cost of the replacement.
Gift Card Activation
Certain products that are available for order from Flex-e-card may require an activation process to be followed upon receipt. If such a process is required it is solely for security purposes and to prevent unauthorised use by third parties that may acquire the card by theft or other fraudulent means. If the Gift Card that you have selected requires activation you will be notified prior to purchase and will receive full activation instructions as a part of the order confirmation. If you have any questions or require assistance with card activation please contact us.
Flex-e-card are committed to protecting your privacy. Any personal information that we collect is only used lawfully and in accordance with the Data Protection Act 1998.
1. Your personal information
Flex-e-card will collect personal information for the purpose of processing your order, authorising your payment and providing customer services. The personal information that you provide may also be passed to the Issuer of the Gift Card product that you have ordered where it may be used to satisfy the Know Your Customer requirements of the Financial Services Authority.
Unless you have expressly provided your permission, your personal data will not be used for marketing purposes, nor will it be shared with third parties unconnected with Flex-e-card or the Issuer of the Gift Card that you have ordered.
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-card, 13 Telfords Yard, 6-8 The Highay, London. E1W 2BS.
2. Your consent
If you provide consent by checking the box on the order form we may also use the information we collect to occasionally notify you about important functionality changes to the website, new Flex-e-card services and special offers we think you'll find valuable. If you decide that you would rather not receive this information after giving your consent, you may opt out by sending an email firstname.lastname@example.org
3. How does Flex-e-card protect customer’s details?
When you place orders we use a secure server. The secure server software encrypts all information you input using certificated 128 bit SSL before it is sent to us. Furthermore, as required by the UK Data Protection Legislation, we follow strict security procedures in the storage and disclosure of information that you have given us to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose personal information to you.
5. Will Flex-e-card disclose the data it collects to other parties?
Flex-e-card does not sell, trade or rent your personal information to others. The personal information that you provide may be passed to the Issuer of the Gift Card product that you have ordered for use in satisfying the Know Your Customer requirements of the Financial Services Authority.
Flex-e-card may provide aggregate statistics about our customers, sales, traffic patterns and related site information to our clients, but these statistics will include no personally identifying information. We employ other companies and individuals to perform functions on our behalf. Examples include: fulfilling orders; delivering packages; sending postal mail and e-mails; analysing data; providing marketing assistance and processing credit card payments. Such companies and individuals will have access to personal information needed to perform these functions, but will not use it for any other purposes. All data is processed in accordance with UK Data Protection legislation and no data will be transferred outside of the EEA (European Economic Area) without obtaining your prior consent.
6. In summary
We are committed to protecting your privacy. We use the information we collect on the site to make ordering at Flex-e-card.com possible and to provide the best levels of customer service possible.
7. Tell us what you think
Flex-e-card welcomes your questions and comments about privacy. Please send emails email@example.com.
These Terms and Conditions apply to all of the centre's Gift Clubs (referred to from here on as Gift Clubs) opened on or after 29 July 2014.
Gift Clubs are marketed by the centre and managed by Flex-e-vouchers Ltd, 2 St James Gate, Newcastle Upon Tyne, NE1 4BE. Flex-e-card is a trading style of Flex-e-vouchers Ltd.
In this agreement, “We”, “Us” or “Our” refers to Flex-e-card. “You” or “Your” refers to the individual opening the Gift Club.
This document sets out an agreement between You and Us governing the provision of Gift Club services. This agreement will last for a period of 12 months, starting on the date that the Gift Club is opened. This agreement and all communications between You and Us shall be in the English language.
Opening a Gift Club and making or receiving a payment into it will signify Your agreement to these Terms and Conditions and will be considered to constitute a binding contract between You, the Gift Club holder and Us.
Once the Gift Club balance reaches £0.00 We will close the Gift Club.
If there has been no contribution to a Gift Club for 12 months the Gift Club will be closed.
A Gift Club is a simple way to build up an amount with which to purchase gifts for a special occasion such as Birthdays, Christmas or any other event which You or Your family have in mind. A Gift Club is not a regulated investment or interest bearing account; it can be used to build up a sum of money over time for the purpose of purchasing gift cards in the future. You will not be rewarded with any form of interest on the balance of contributions in the gift club.
The balance of contributions held in a Gift Club may be redeemed against the same value of Prepaid Gift Cards which may be used to pay for goods and services at participating retailers within the centre. Full terms and conditions apply to the centre's Prepaid MasterCard® Gift Cards (Gift Card), copies of which are available upon request or by visiting www.flex-e-card.com
It is recommended that You keep track of contributions into Your Gift Club and that You remain aware of the ongoing balance to ensure that You are on target to accumulate the intended amount.
We may perform online identity checks or ask for evidence of identity before opening a Gift Club. We do this to prevent fraud and money laundering and We also use this information to help Us identify You at the point where a Gift Club is redeemed to purchase Gift Cards. We only keep this information as long as is necessary and for the purposes described herein.
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 presented, We reserve the right to refuse to offer this service. Our decision shall be final and We shall not be obliged to provide a reason for refusing to open a Gift Club.
We may also, for the reasons stated above, ask for evidence of the identity of any additional contributors making payments into a Gift Club.
The opening of a Gift Club will indicate to Us that You consent to the checks described in this agreement being undertaken.
Upon redemption of Your Gift Club You must provide the same proof of identity used to open the account. This is to prevent the threat of fraudulent activity.
In addition to the above identification procedures We may at any time throughout the lifetime of Your Gift Club request additional identification to be provided. By opening a Gift Club and paying into it You are agreeing to Our requirements and failure to provide sufficient evidence of identity may result in Your account being temporarily suspended.
There is no charge for the opening or administration of a Gift Club. Gift Clubs are intended to accumulate contributions for the purpose of purchasing Gift Cards which do have a range of fees and charges associated with them. For full information on Gift Cards please visit https://www.flex-e-card.com/information/terms-and-conditions or ask at the shopping centre customer service desk for a copy of the centre’s Prepaid Gift Card Terms and Conditions.
Gift Clubs are designed to operate for no more the 12 months after which You should redeem Your Gift Club contributions for the same value in Gift Cards. This is intended to ensure that You cannot use the Gift Club as a long term savings mechanism, as it is not in Your best interests due to the nature of the product and its inability to provide a return on Your investment.
You can redeem the value of contributions in Your Gift Club at any time online or during the centre's opening hours by attending at the Customer Service Desk and quoting Your unique reference number. Gift Cards are available for any value between £5.00 and £1,000.00, if Your Gift Club contains a greater amount than this You will need to redeem it towards multiple Gift Cards. You do not have to redeem the whole value of Your Gift Club in one transaction. Any amounts not redeemed will remain in Your Gift Club until a later date.
You will need to provide personal identification to verify that You are the beneficial owner of the Gift Club in question if redeeming in centre and if We do not believe that You have demonstrated ownership sufficiently, We will restrict access to the Gift Club contributions until such time that We are satisfied You are the true owner. This is for the security of Your contributions and to ensure that nobody other than You can gain access to them.
Gift Club contributions can only be used to load a Gift Card, contributions are not available as cash or cheque nor can they be obtained as a debit/credit card refund.
You are entitled to a fourteen day ‘cooling off’ period. Should you wish to cancel your Gift Club please return to the Customer Service Desk within fourteen days from the date Your Gift Club was opened to arrange a refund.
All telephone enquiries in connection with a Gift Club should be made to Customer Services by calling 0844 77 44 277, e-mailing firstname.lastname@example.org or by writing to Customer Services, Flex-e-vouchers Ltd, 2 St James Gate, Newcastle Upon Tyne, NE1 4BE. 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 can only be resolved during normal business hours.
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.
In the unlikely event that You remain unsatisfied after Our Customer Service team have looked into Your enquiry You are entitled to make a complaint which will be reviewed by the management of Our Customer Services function and dealt with in line with Our Customer Complaints Procedure. As Gift Clubs are not a regulated financial services product, You will not be able to refer Your complaint to an independent body such as the Financial Ombudsman Service therefore Our response will be final. This does not affect Your statutory rights.
If We need to contact You for any reason We will do so by writing to You at the address provided when You first registered for the Gift Club scheme, unless You have notified Us of a change of address since that time. To maintain an efficient and cost effective service We may use other methods of communication such as e-mail and SMS to contact You from time to time as long as We have valid contact details for use alongside these forms of communication.
We collect certain information about You and the users of Your Gift Club in order to operate it. For the purpose of collecting personal information Flex-e-vouchers Ltd are the Data Controller as described in the Data Protection Act 1998. Flex-e-vouchers Ltd appear on the ICO Data Controllers Register.
Your personal data will be processed in order to administer the Gift Club and to deal with any enquiries You have about it. 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. If 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.
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 Club scheme.
By making a contribution towards or using the Gift Club, 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 St James Gate, Newcastle Upon Tyne, NE1 4BE. For this service We reserve the right to make a charge of £10 as allowed under the terms of the Data Protection Act 1998.
You are responsible for keeping Your Gift Club details safe. This means You must take all reasonable steps to avoid the loss, theft or misuse of Your Gift Club details. Do not disclose Your Gift Club unique reference number to anyone except where necessary to utilise this service.
The Financial Services Compensation Scheme (FSCS) does not apply to this Gift Club product. This means that if We became insolvent, Your Gift Club may cease to function, may become valueless and You could lose the monetary value of the Gift Club. You will not be able to reclaim this money from the FSCS.
Although the FSCS does not apply We will undertake reasonable endeavours to keep Your money safe, including holding contributions in designated client accounts. We take protection of Your money seriously, and will be happy to discuss any concerns or questions You have about this.
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 Club scheme. If any detrimental changes are to be 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 at Customer Service Desks and online at www.flex-e-card.com.
It is Your responsibility to check the website www.flex-e-card.com regularly for changes to 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.
The law of England and Wales applies to these Terms and Conditions and the Courts of England and Wales will deal with any legal proceedings between You and 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.