Terms and conditions

‍1. Welcome‍

Thank you for choosing a Citro Visa Debit Card (Card) and Citro Account (Account). 

2. Issuer and Regulatory Information

Hay Limited is the Issuer of the Citro Card and Account. It is authorised, as set out in the Hay Australian Financial Services Licence No. 515459, to offer financial products and services, including non-cash payment products.

If you hold a Citro Visa Debit Card and Citro Account (Card and Account), you will have a contract with Hay Limited.

Hay Limited has authorised Citrus Innovations Pty Ltd (Citro) to arrange, distribute, and deal in the non-cash payment financial products issued by Hay.

These Terms and Conditions (Terms) are our agreement with you about the use of your Card and Account. Please read them carefully as they set out things such as how Hay or Citro use your information, security, fees and charges and limits. 

These Terms should be read in conjunction with the following documents, made available to you before opening for your Card and Account, as they form part of our agreement with you:

You can find the PDS here www.joincitro.com.au/PDS

You can find the TMD here www.joincitro.com.au/tmd

You can find the FSG here www.joincitro.com.au/fsg

If you commence using the Card and Account you will be deemed to have read, understood, and accepted these Terms.

If you need further assistance or if you don’t understand any items in these documents, Citro can be reached at:

Citro support team:

Mail : Level 24, 50 Bridge Street, Sydney NSW 2000

Email : support@joincitro.com.au

Website : https://www.joincitro.com.au

3. Eligibility for the Card and Account

You will need to satisfy specific eligibility criteria to hold and use this product. To be eligible to hold this product, you must:

• be an individual person; and
• have a valid Australian residential address; and
• have valid Australian citizenship or eligible residency status; and
• be aged 50 years or older; and
• be eligible for Citro Rewards membership, or
• be an employee of Citro or any of its related bodies corporate

4. Using your Card and Account

(a) Transferring funds to and from your Account 

You may add funds into your Account by:

• Setting up a Payment Mandate to pull funds from an external account (Payto)

Payments to your Account will be credited to your Available Balance once they have cleared. Please note, deposits may not be made into the Account using a BSB and account number.

You may make withdrawals from your Account by:

• Using your Card to make a Purchase at a Merchant or an ATM withdrawal
• BPay (only enabled for personal superannuation contributions in accordance with Citro’s Rewards Terms and Conditions)

• BPay (only enabled for personal superannuation contributions in accordance with Citro’s Rewards Terms and Conditions) 

You can view your Available Balance at any time by using the Citro App.

(b) Receiving your Card 

Once We have approved your application for a Card and Account, We will send you a physical Card by post. You can also add your Card to Apple Pay and Google Pay on supported Devices. Apple Pay and Google Pay are subject to additional terms found at joincitro.com.au/apple-pay-terms and joincitro.com.au/google-pay-terms.

(c) Activating your Card

Before you use your Card for the first time, you will need to activate the Card in your Citro App, so you can start using your Card and earning the Citro Rewards benefits.

 (d) Using your Card 

Subject to these Terms, You can make Purchases using your Card anywhere Visa cards are accepted, including Cash Withdrawals at ATMs within the limits set out in these Terms.

We may block certain Merchants, such as identified high-risk Merchants, or other Merchants and Merchant category codes from time to time. Some Merchants are blocked by the payment system providers directly, including Visa, PayTo and BPay. If we decide to block a Merchant, that decision is made at our sole discretion. A list of blocked Merchants or Merchant category codes is available upon request or can be found at www.joincitro.com.au/blocked-merchants.

If you use your Card for a transaction where the Merchant or Merchant category code is blocked, the transaction will be declined. Your Account will not be debited for the value of the declined transaction.

For Contactless Transactions, you may not need to enter your PIN under certain limits.

Please make sure you check the amount is correct on the terminal before presenting your Card and authorising a Contactless Transaction.

Use of the Card’s magnetic stripe is disabled and not available.

We will deduct the amount of any transaction using your Card from your Available Balance. You cannot stop payment on a transaction after it has been completed. For Unauthorised Transactions or other Disputed Payments, please refer to Clause 9.

(e) Negative balance 

You are not permitted to maintain a negative balance in your Account. If you do not have sufficient balance in your Citro Account, any negative balance becomes immediately due and payable.

In the event your Citro account falls into a negative balance, or any cashback transactions are reversed or cancelled, we will immediately withdraw the total amount required from your Citro Account to return it to a zero balance or to recover reversed or cancelled cashback. This may include utilising any or all Available Balance accrued from cash back or other means, and/or initiating a charge to your Linked Account, without requiring your explicit consent to do this. In the event your Citro Account does not have a sufficient balance to cover the total negative balance, or any cashback transaction is reversed or cancelled, we may continue to attempt to process the outstanding amount from your Linked Account. We will decline any further transactions until the Account is able to meet its financial obligations. It is your obligation to ensure that you have sufficient Available Balance to complete a transaction.

When you fall into negative balance, Hay's right to payment of the overdrawn amount from you is assigned to Citro and for the purpose of Citro's legitimate business interests, you agree to do all things necessary to perfect the assignment of rights.

(f). Restrictions on use 

1. You cannot use your Card or Account for any illegal purposes including using it to fund or Purchase anything that is illegal under Australian law. 
2. You must not allow any other person to use your Card or Account. Allowing someone else to use your Card or Account is a breach of these Terms.

(g). Using your Card outside Australia

All transactions in foreign currencies will be converted into Australian dollars and will be processed using the foreign exchange rate determined by Visa at the time of settlement. We do not charge fees for foreign transactions or currency conversion.

(f). Card expiry

The expiry date is shown on your Card. Prior to the expiry, We will re-issue your Card or contact you and provide further information about replacing your Card.

5. Limits

6. Fees

We will debit your Account for any fees (if applicable) including any fees that Hay is permitted to debit in accordance with any additional terms published by Citro.

Current fees and charges that apply to your Card and Account can be found in the PDS, accessible here: www.joincitro.com.au/pds.

Please note that Merchants and Financial Institutions may also impose fees or surcharges.

7. Annexures

7.1 Payto

You can pay money into your account and make payments from it in near real time using PayTo, when the sending or receiving financial institution also supports PayTo.

This is your PayTo Service Agreement with us. It explains what your obligations are when establishing a PayTo payment agreement. It also details what our obligations are to you. Where your Linked Account is eligible for PayTo we will prompt you in the Citro App to set up.

7.1.1 Approval and ongoing conditions

To be eligible and continue to be eligible to use PayTo throughout the Term, you must satisfy our eligibility requirements as communicated to you from time to time, including in relation to: your organisational, administrative and financial capabilities; your ability to comply with applicable laws and regulatory requirements; your governance, privacy and data protection arrangements; security arrangements; and operational arrangements.

7.1.2 Creating an Authorised Payment Mandate

To use the Citro Account and Card, you must, at all times, have an Authorised Payment Mandate with a Linked Account held in your name.

An Authorised Payment Mandate may be initiated by you or us where you are the owner of the Linked Account.

7.1.3 Creating an Authorised Payment Mandate for new Linked Account Owners

An Authorised Payment Mandate may only be initiated by you to a Linked Account that is held in your name.

You will instruct us to produce a Mandate which we will include on the Mandate Management Service. The Mandate Management Service will notify the Linked Financial Institution of the Mandate at which point you as the Linked Account Owner should receive a notification to either authorise or reject the Mandate.

You as the Linked Account Owner are required to authorise or reject the Mandate within the period of time specified in the Mandate, otherwise the Mandate will lapse. Such period of time must not exceed 5 calendar days. For clarity, where you as the Linked Account Owner do not authorise or reject the Mandate within the specified period of time, the Mandate is deemed to be rejected.

If you as the Linked Account Owner reject a Mandate for any reason, you as the Citro Account owner must amend and resubmit the details of the Mandate if you still wish for the Mandate to be established.

Once a Mandate has been authorised, the Linked Financial Institution should update the Mandate Management Service with this information and the Mandate becomes an Authorised Payment Mandate.

You may recall a Mandate at any time up until the point at which the Mandate is authorised or the Mandate expires.

The Citro Account is intended for personal use. You must not submit any more Mandates to the Linked Account than can be considered reasonable activity for personal use

7.1.4 Amending an Authorised Payment Mandate

From time to time, the terms of the agreement between you and each Linked Account Owner may be amended which will then need to be captured in the relevant Authorised Payment Mandate. The amendment of an Authorised Payment Mandate must be initiated by you. You must obtain consent from each Linked Account Owner (where applicable) to any changes to the terms of your agreement with those customers before initiating an amendment to an Authorised Payment Mandate. You acknowledge that you hold, and are able to produce evidence upon request, of each Linked Account Owner’s consent obtained (where applicable).

You must instruct us to process an amendment to the Authorised Payment Mandate in the Mandate Management Service on your behalf. The Mandate Management Service will notify the Linked Financial Institution of the amendment request at which point the Linked Account Owner is required to either authorise or reject the amendment request.

The Linked Account Owner must either authorise or reject the amendment request within 5 days, otherwise the amendment request will lapse. For clarity, where the Linked Account Owner does not authorise or reject the amendment request within the specified period of time, the amendment request is deemed to be rejected.

If the Linked Account Owner rejects the amendment request for any reason, the Linked Account Owner must contact you and have you resubmit the amendment request with the correct details, if they still wish for the Mandate to be established.

Once an amendment request has been authorised by the Linked Account Owner, the Linked Financial Institution will promptly update the Mandate Management Service with this information. The updated Authorised Payment Mandate will apply from the date that is specified in the agreement between you and the Linked Account Owner.

You must not submit any more amendment requests to the Linked Account than can be considered reasonable activity for personal use for individual customers.

7.1.5 Suspending and un-suspending an Authorised Payment Mandate

Subject to the terms of the agreement between you and each of your Linked Account Owners, you may suspend and un-suspend an Authorised Payment Mandate by submitting a Mandate management request. Any suspension or un-suspension of an Authorised Payment Mandate will generally be effective immediately. We will promptly notify the Linked Financial Institution of the suspension or un-suspension, who will in-turn promptly notify the Linked Account Owner.

Similarly, subject to the terms of the agreement between you and each of your Linked Account Owners, the Linked Account Owner may suspend and un-suspend an Authorised Payment Mandate. We will promptly notify you of any such suspension and un-suspension via your app.

7.1.6 Cancelling an Authorised Payment Mandate

Subject to the terms of the agreement between you and each Linked Account Owner, you may cancel an Authorised Payment Mandate by submitting a Mandate management request. Any cancellation of an Authorised Payment Mandate will generally be effective immediately. We will promptly notify each Linked Financial Institution of the cancellation, which will in-turn promptly notify each of Linked Account Owner.

Similarly, subject to the terms of the agreement between you and each Linked Account Owner, the Linked Account Owner may cancel an Authorised Payment Mandate. We will promptly notify you of any such cancellation via your app.

7.1.7 Your general PayTo responsibilities

You are responsible for the accuracy of the information that you provide to us in connection with all Mandates. You will be liable for any loss that we suffer in connection with any incorrect information provided by you.

You must notify us immediately if you no longer own or have authority to use the account to which an Authorised Payment Mandate has/will be made.

You acknowledge that any transaction made using your Citro Account or Card will require us to process the transaction through PayTo using funds from the Linked Account in your name, where the funds otherwise deposited to the Citro Account are not sufficient for the transaction or where you have agreed for us to do so.

You must promptly respond to any notification that you receive from us regarding the suspension of an Authorised Payment Mandate for misuse, fraud or for any other reason. We will not be responsible for any loss that you suffer as a result of you not promptly responding to such a notification.

You are responsible for ensuring that you comply with the terms of any agreement that you have with Linked Account Owners.

If applicable, you must ensure that any billing notices are issued to Linked Account Owners in accordance with the terms of the agreement with the relevant Linked Account Owner.

If you experience any activity that appears suspicious or erroneous, please report such activity to us by contacting the Hay Operations team.

From time to time, you will receive a notification from us, requiring you to confirm that all of your Authorised Payment Mandates are accurate and up to date. You must promptly respond to this notification.

You must not use PayTo for fraudulent or improper purposes, which for clarity, includes (but is not limited to) where you contravene these Terms, or where you cancel or suspend an Authorised Payment Mandate without a lawful basis.

You may not request us to amend the payment details of another party.

We may provide you with separate documentation to assist you in using the Mandated Payments Service including manuals and guides, whether in an electronic form or otherwise (Documentation). You must comply with all terms in such Documentation that apply to your organisation.

All intellectual property, including but not limited to the PayTo trademarks and all documentation, remains our property, or that of our licensors (Our Intellectual Property). We grant to you a royalty free, non-exclusive license (or where applicable, sub-license) for the Term to use Our Intellectual Property for the sole purpose of transferring value and making payments within Australia.

Where an intellectual property infringement claim is made against you, we will have no liability to you under this agreement to the extent that any intellectual property infringement claim is based upon: (a) modifications to Our Intellectual Property by or on behalf of you in a manner that causes the infringement; (b) use of any item in combination with any hardware, software or other products or services in a manner that causes the infringement and where such combination was not within the reasonable contemplation of the parties given the intended use of the item; (c) your failure to use corrections or enhancements to Our Intellectual Property that are made available to you (except where the use of corrections or enhancements would have caused a defect in PayTo or would have had the effect of removing functionality or adversely affecting the performance of the PayTo); and (d) your failure to use Our Intellectual Property in accordance with this agreement.

You must comply with all applicable laws in connection with your use of PayTo.

You must act promptly in relation to any instructions that you may receive from Linked Account Owners.  

7.1.8 Our general PayTo responsibilities

We will accurately reflect the information provided by you in connection with a Mandate or Authorised Payment Mandate in the Mandate Management System.

We may monitor your Authorised Payment Mandates for misuse, fraud, and security reasons. You acknowledge and consent to us suspending all or some of your Authorised Payment Mandates if we reasonably suspect misuse, fraud, or security issues. We will promptly notify you of any such action to suspend an Authorised Payment Mandate.

We may temporarily or permanently restrict your use of PayTo and the Mandate Management Service if you fail to meet the requirements of these Terms or breach a law or regulation relevant to PayTo (or you are suspected of breaching such a law or regulation).

 7.2 BPay 

7.2.1 BPay Payments from Your Citro Account

Hay Limited is an authorised participant of the BPay Scheme which enables you to use BPay.

To initiate BPay payments from your Citro Account:

1. Initiate a payment via BPay using the Citro App.
2. Enter the correct Biller Code and your unique Customer Reference Number (CRN) and confirm their accuracy.
3. Ensure you have an available balance to cover the payment and any related fees at the time your payment instruction is acted upon by Hay.
4. These Card and Account Terms and Conditions issued by Hay and the Citro Rewards Terms and Conditions issued by Citro will apply.

For BPAY payments using the Citro App, Citro acts on behalf of Hay to arrange the facility through which the BPAY payment is made.  Hay is not obliged to process a BPay payment if any of the above information is not available or inaccurate.

7.2.2 About BPay 

BPay is an Australian electronic bill payment system, that enables consumers to pay bills using their banking services.

1. The BPay scheme is an electronic payments scheme through which you initiate BPay payments to billers who are registered to accept BPay payments through the BPay scheme. Through the Hay Limited issued products, you have access to specific BPay services to initiate payments. 
2. Hay is an authorised participant of the BPay scheme and offers this capability as the issuer of the Card and Account. We will inform you if we cease to become a member and this capability is no longer available. 
3. The terms and conditions set out in this section apply when you initiate a payment through the BPay Scheme with Hay.

7.2.3 Using the BPay scheme

When you initiate a BPay payment, the following conditions are present and information must be provided at the time of your instruction, unless otherwise specified in these Terms and Conditions or the Citro Rewards Terms and Conditions;

• the correct BPay biller code of the biller to be paid;
• the amount of the BPay payment;
• the biller customer reference number;
• the date you wish to initiate the payment.; 
• the payment frequency; and 
• the appropriate funds are available in your account at the time of acting on your BPay payment instruction (one-time or recurring).

You acknowledge and accept that a BPay payment could fail or be paid incorrectly if you do not provide all the information or provide inaccurate information.

If all the required information is successfully provided, your Account will be debited with the amount of that BPay payment on the date you have provided or otherwise in accordance with these Terms and Conditions or the Citro Rewards Terms and Conditions.

You will be unable to initiate the BPay payment when your available balance does not contain sufficient funds at the time the payment is to be initiated.

7.2.4 BPay Scheme Payments

BPay operates as a batch processing payment system, which means transactions are accumulated over a period and processed collectively at predetermined times. Financial institutions collect and send payment instructions in batches, usually at the end of the business day, streamlining the payment process between financial institutions and ensuring funds are transferred systematically.

Once you have submitted a BPay instruction, it cannot be stopped. If your instruction has been made in error, you will need to follow the steps in Clause 7.2.5 immediately as there are no BPay payment chargeback rights. 

The processing of a BPay payment may be delayed where:

• there is a public or bank holiday on the day a BPay payment is to be initiated by Hay;
• you tell Hay to initiate a BPay payment on a non-business day;
• another financial institution participating in the BPay scheme does not comply with its obligations under the BPay scheme; and
• a biller fails to comply with its obligations under the BPay scheme.

Although any BPay payment processing delay is not expected to continue for more than one business day, you acknowledge and accept that a delay may continue for a longer period.

7.2.5 Incorrect payment amount to a biller

If you believe that you have made a mistake in a BPay payment, you must contact Citro as soon as possible so that we can identify and assess the transaction.

If you discover that you have given an incorrect payment amount instruction to BPay :

• contact the biller directly for a refund if the amount you instructed BPay to pay is greater than the required amount, 
• initiate a further BPay payment to the biller for the difference, if the amount is less than the required amount.

7.2.6 Biller unable to process a payment

If your BPay payment cannot be processed by a biller, you will be notified, and your account credited for the amount of the BPay payment.

7.2.7 Suspension of BPay

• If at any time in the future continued use of the BPay service may cause loss to you or Hay elect to not continue with the service, Hay may;suspend or cancel your right to use BPay in relation to a particular Biller; and
• suspend or cancel your registration to use BPay without prior notice

7.2.8 Processing Times

BPay payments made on a Saturday, Sunday or Public Holidays are processed on the next business day. BPay payments may take longer if the biller does not process a payment as soon as they receive its details.

7.2.9 Liability for mistaken payments, unauthorised or fraudulent transactions

• You must notify Citro immediately if:
  
  • you become aware that you may have made a mistake (except in relation to the BPay payment amount – see Incorrect payment amount to a biller section above) when instructing Hay to initiate a BPay payment;
  • you did not authorise nor initiate the BPay payment from your account;
  • you believe the BPay payment was not processed as per your initiation instructions (including delays);
  • you think you have been fraudulently induced to initiate a BPay payment.
• Hay will work the relevant parties to rectify any issues with your BPay payment in the way described in this clause. If a BPay payment is made on your account without your knowledge or consent, liability for that unauthorised BPay payment will be determined in accordance with these terms. Otherwise, except as outlined in this clause, neither the Distributor (Citro) or Issuer (Hay) will be liable for any loss or damage you suffer as a result of using the BPay scheme.
• If a BPay payment is made to a person or for an amount that is not per your initiation instructions and your account has been debited with the amount of that payment, Hay will credit that amount to your account. However, if you were responsible for a mistake resulting in that payment, you must repay that amount, and you authorise Hay to debit that amount from your account.
• If a BPay payment is made in accordance with a payment instruction which appeared to us to be from you or on your behalf, yet upon investigation it is determined you did not give authority, your account will be credited with the amount of that unauthorised payment.
• If a BPay payment is unauthorised from your account, you must give the relevant written consent to the parties to access or receive personal details to allow a full investigation. Citro will guide you through this process and you can choose what you will or will not provide which may or may not impact the progress of your claim. 
• We are not obligated to investigate or rectify any BPay payment if you do not give the relevant parties this consent. If you do not give us that consent, the biller may not be permitted under law to disclose to Hay information Hay needs to investigate or rectify that BPay payment.
  
  • Chargeback rights do not apply to BPay payments. 
  • If you notify us of a mistake, we will do our best to recover the payment. 
• You indemnify Hay and Citro against any loss or damage we may suffer due to any claims, suits, demands or action of any kind brought against Hay arising directly or indirectly because you:
  
  • did not observe your obligations under these BPay conditions; or,
  • acted negligently or fraudulently in connection with the Citro terms and conditions and any other terms and conditions of your Card or Account.
• Neither Hay or Citro are liable for any consequential loss or damage you suffer as a result of using the BPay scheme, other than loss or damage which is due to our or Citro's negligence or a breach of any condition or warranty implied by law which cannot be excluded, restricted or modified at all or only to a limited extent.

 8. Security

(a). Protecting your important information

It is important you keep your Device, Citro App, Card information, PIN and Passcode secure:

You must not:

• unnecessarily disclose the Card number on your Card
• write a PIN or Passcode down either on the Card or on something you carry with the Card
• share your PIN or Passcode with any other person
• allow another person to register their Biometric details on your Device

(b). What to do when you suspect your Card has been lost

If you believe your physical Card is lost (and there’s a chance you’ll find it) you can Freeze your Card in the Citro App so that it cannot be used. While the physical Card is Frozen you can continue to use your Card with Apple and/or Google Pay and make payments from your Account. If you locate your Card, you can Unfreeze it in the Citro App. If you cannot locate your Card, you must report this immediately by emailing the Citro Support team at support@joincitro.com.au or by calling Citro Support team between 09:00 am – 05:00 pm Australian Eastern Time from Monday to Friday on 1300 869 596.

(c). What to do when you suspect your Card or Account has been compromised: 

Where you think a transaction is Unauthorised, is otherwise incorrect or someone else has access to your Account, Card, Device, PIN or Passcode, you must report this immediately by emailing the Citro Support team at support@joincitro.com.au or by calling the Citro Support team between 09:00 am – 05:00 pm Australian Eastern Time from Monday to Friday on 1300 869 596. You should also Freeze your card in the Citro App. 

9. Responsibility for mistaken or unauthorised transactions

Where you think a transaction is an Unauthorised Transaction or is otherwise incorrect, please contact Citro immediately via the Citro App and provide as much information as you can about the relevant transaction so Citro and Hay can investigate further.

There are specific circumstances and time frames where we can claim a refund in connection with a Disputed Transaction. This means that our ability to investigate a Disputed Transaction is limited to the time frames imposed by payment service providers and card schemes (like Visa) that we deal with, so it is important to let us know as soon as possible after you become aware of a Disputed Transaction.

If you suspect that the security of your Citro Account has been compromised, please request Citro to block your Account to avoid continued unauthorised use.

9.1 Mistaken payment

Where you make a mistake when making a payment, you must inform us as soon as you realise that a mistaken payment was made.  You must provide us with sufficient details of the transaction, so we can attempt to trace it.  We will try to reverse the transaction and retrieve your funds. However, if we cannot reverse the transaction, we are not responsible, and you will be liable for the mistaken payment.

If We are reasonably satisfied that funds were paid into your account by mistake, through unauthorised activity, or due to fraud, and your account has a sufficient balance, We may debit your account for the amount received and return it to the payer without prior notice.

 9.2 Incorrect payments/issues with a purchase

If you have a problem with a purchase made with your Card or a Disputed Transaction, the first step is to contact the Merchant you made the purchase from.

If you cannot resolve the matter with the Merchant, contact Citro about the Disputed Transaction via the Citro App.

10. Lost, stolen Card or compromised PIN

You will not be responsible for Unauthorised Transactions:

• that occur before your Card is issued to you;
• that occur after you have Frozen or cancelled your Card and while it remains Frozen; or
• where you did not contribute to the Unauthorised Transaction.

We may consider that you have contributed to an Unauthorised Transaction where:

• you have not kept your Card, PIN or Passcode reasonably secure; or
• there was an unreasonable delay in Disabling or cancelling your Card where you believed it was lost, stolen, or otherwise compromised; or
• there was an unreasonable delay in reporting any unauthorised or mistaken payments.

11. Transaction history

You can view your transaction history on the Citro App at any time. We take security very seriously but please regularly check it to make sure there is nothing unusual such as:

• transactions you don’t recognise;
• transactions you did not authorise;
• transactions where you never received the relevant goods or services;
• transactions where the purchase price differs to the purchase amount; or
• you think a transaction may have been duplicated.

12. Changing the status of your Card and Account 

(a) Accountholder instruction to close Account

You can provide instructions to close your Card or Account by emailing Citro Support team at support@joincitro.com.au or by calling Citro Support team between 09:00 am – 05:00 pm Australian Eastern Time from Monday to Friday on 1300 869 596. All transactions, including any fees or charges owing on your Account must be settled and the balance brought to $0, before We can close your Account. Any bonus or promotional Rewards funded by Citro will not be refunded upon Account closure and will be forfeited.

We may need to call you to verify your identity as the Accountholder, or request details or documentation from you for this purpose. We will not be able to process your request until we are reasonably satisfied of your identity.

(b) When We can Block or close your Card and/or Account

We may close your Card and/or Account after giving you reasonable notice.

In some circumstances, at our discretion, We may Block or close your Card and/or Account without notice if:

• If We have concerns about its security or if We suspect your Card or Account has been compromised
• If We become aware or reasonably suspect that you haven’t complied with these Terms or any additional terms published by Citro
• If We are required to by applicable laws
• If We suspect that your Card or Account are being used for illegal activity
• If We suspect that you have provided us with false or misleading information (including identity documentation)
• To manage any risk
• If We reasonably consider that a transaction is fraudulent, in breach of the AML Act, or if We have concerns regarding money laundering or terrorism financing risk. 
• If we reasonably consider you are engaging in conduct that is: 
  
  • coercive or controlling behaviour to limit a person’s access to or use of funds
  • making profane, derogatory, discriminatory or harassing comments to any person 
  • making or promoting threatening or abusive language to any person 
  • making or threatening physical or psychological harm to any person

Where possible, We will inform you why We have suspended or closed your Card and/or Account, however, in some cases, our legal obligations may prevent Us from providing this information, and our failure to inform you of the reasons does not constitute a breach of these Terms.

Hay is not responsible for any loss that arises where We Block or Cancel your Card and/or Account.

(C) If We cancel your Card and Account:

• You must pay any outstanding fees or charges owed to us.
• We may need to wait for all pending transactions to be processed and for your account balance to reach $0 before We can close your account.
• If there is a credit balance remaining, We will take reasonable steps to return it to you, with the exception of any bonus or promotional Rewards funded by Citro or other amounts owing to Citro, which will not be refunded upon Account cancellation or suspension and will be forfeited.
• You will no longer be able to use your Card or Account.
• You remain responsible for any transactions that that occur on your Card or Account (including outstanding Card transactions), even after cancellation.

13. Responsibilities and boundaries 

Hay is responsible for issues that occur due to our error. This includes instances where your Card or Account is incorrectly debited because of our mistake. However, We are not responsible for issues outside of our control, such as:

• When a Merchant does not accept your Card;
• Delays or interruptions not caused by us;
• Transactions that cannot be processed despite our reasonable precautions;
• Disputes between you and the supplier of goods or services Purchased with the Card or Account.

To the extent permitted by law and Visa scheme rules, Hay's maximum liability is the value of a transaction processed due to our error. For other issues that Hay may be responsible for, our liability is limited to the amount of your Available Balance.

14. Feedback and resolving complaints

 If you have a complaint relating Card or Account or the or the financial services We have provided to you, you can make a complaint to Citro, to Hay or to the independent complaint handling body, AFCA. 

If you have a complaint, please contact Citro in the first instance:

Mail: Level 24, 50 Bridge Street Sydney NSW 2000
Email: support@joincitro.com.au
Website: www.joincitro.com.au

 If you are unable to resolve your issue with Citro directly, you can escalate your enquiry to Hay via complaints@hellohay.co. 

We will acknowledge your complaint within 1 business day and respond within 30 calendar days. 

If We cannot complete our investigation within 30 calendar days, We will let you know why before the 30 calendar days lapse.

It’s important you raise your concerns with Us first before going to AFCA, as AFCA will generally encourage this before they will deal with a complaint matter. 

The contact details for AFCA are:

Mail: GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Website: www.afca.org.au

Further information about the process can be found in the Card and Account PDS, or in the Financial Services Guide.

15. Applicable Laws

 Anti-Money Laundering and Counter Terrorism Finance (AML) laws

As the issuer of the Card and Account, Hay must comply with the Anti-money Laundering and Counter-terrorism Financing Act 2006 (Cth) (AML Act) and its related Rules. 

There are several obligations under the AML Act which We must comply with including know your customer requirements – this is why We require you to provide evidence of who you are and where you live. 

Verifying your identity and the Document Verification Service

When you provide your identification information, We are required to verify that information, which We do through independent providers, one of which is the Document Verification Service or DVS.

DVS is provided by the Australian Government, and allows Us to verify your identity documents, such as your driver’s license, passport and, if applicable, your residency status (Visa check). When you are completing the application process and uploading your identity document(s), you will be asked to provide a consent for your document to be verified by the DVS as part of that process – this is part of the online process, and you may choose to either (i) provide your consent or (ii) not provide your consent.

What happens if you do not consent to have your identity verified?

If you do not provide your consent for the DVS to conduct the verification of your identity document, We may not be able to validate your identity. If We cannot complete your identity verification, We may not be able to provide you with the product and services you are seeking from us.

Notifying changes to your details

You must let Us know as soon as possible when any of your details change. You can update your information by sending Citro an email at support@joincitro.com.au.

If you have any issues with making changes to your details, please contact Us for assistance.

What happens when We have a concern about a transaction?

Hay is committed to protecting you and your monies from fraud and scam activities. 

Where We reasonably consider that a transaction is fraudulent or may breach the AML Act, We may need to delay or refuse transactions or Block or close your Card and Account. We must Block the Card and Account until We can verify or re-verify your identity. 

We are not responsible for any loss that arises where this occurs. 

Where We can, We will let you know why We have stopped the transaction or Blocked the Account. However, in some instances our legal obligations will stop Us from being able to tell you and failing to inform you of the reasons is not a breach by us.

16.  Privacy

 Privacy Statement

We are committed to complying with the Privacy Act 1988 and its accompanying Australian Privacy Principles. 

Our Privacy Statement can be found at hellohay.co/privacy, or you can request a copy of the Statement at any time, and We will email or mail a copy to you.

The Privacy Statement sets out the details about how We manage your personal information, including how and why We collect that information, when We might need to disclose and use that information, and how We stored and handle your information.

Hay and its related body corporates (We, Us, our) collect your personal information to provide you with products and services and to provide assistance and support to you. 

We may share your personal information with members of our Group of companies (including members of our group outside Australia), our Business Partners (who help Us provide our products and services to you), and all of them may share your personal information with us. 

The Privacy Statement sets out: 

• why We collect your personal information
• the consequences if you don’t provide your personal information to us
• the other parties We need to disclose your personal information to and why, including when that information is disclosed outside of Australia
• how to access your information and ask for correction of your personal information; and
• how to make a complaint if you believe We have breached our obligations in respect of your personal information and how We will deal with such a complaint

The Statement also provides details about our procedures and processes to protect your information, including technology and operational activities We use to secure that information.

If you have any questions or need to speak to Us about how your information is handled or about our Privacy Statement, you can contact Us at:

Hay Limited – Privacy Officer

E: privacy@hay.co 

P: 1800 592 323

M: PO Box 772, Surry Hills NSW 2010

17. How We tell you about changes

Changes made to these Terms will be uploaded to the Citro App and the Citro website, and we will let you know about the changes via the methods listed below.

We may give notices to you in the following ways: 

1. Published to the Citro App or Citro website, notifying you that We have done so (including, but not limited to, by SMS or Push Notification to the Citro App) 
2. Sent by email to the email address to the We hold on file for you;
3. Sent by post to the address We hold on file for you
4. Delivered by any other means permitted by law

 If you keep using your Card and/or Account after the notice of change is posted and the change becomes effective, you will be bound by the amended Terms. If you no longer wish to continue using the Card and Account under the updated Terms, you can request closure of your Card and Account.

18. Governing law

The laws of New South Wales will govern the Card and Account, and any legal questions concerning this agreement.

19. Meaning of words

In these Terms, words that commence with a capital letter have the following meaning:

General Terms

Account holder means the person in whose name a virtual Citro Account is held by Hay.

Apple means Apple Pty Limited ABN 46 002 510 054 and its related bodies corporate and affiliates.

Apple Pay means the payment platform created by Apple for making payments using an Apple Device and a supported Card registered on such a Device. Apple Pay is a registered trademark of Apple Inc.

ATM withdrawal means removal of physical cash from your Account through an Automatic Teller Machine (ATM).

Available Balance means the dollar value (in AUD) that is available in your Citro Account at a particular point in time which you can view by using the Citro App and which you can utilise by using the Card.

Block means a temporary status Citro or Hay has applied an Account or Card to prevent transactions from being processed. Only Hay or Citro can remove a Block.

Card or Citro Visa Debit Card means the Debit Visa Card which Hay Limited issues to you for use wherever Visa Cards are accepted.

Card holder means the person to whom a Citro Card is issued by Hay.

Citro means Citrus Innovations Pty Ltd.

Citro Account means the digital (virtual) account issued and held by Hay to which funds will be added to and to which the Citro Card is linked to.  The Account is not a bank account.

Citro App means the mobile application that operates and supports the Citro Account  Card.

Chargeback means the process established by Visa in which a Customer challenges a transaction made via their Card.

Contactless Transaction means a transaction where a contactless-enabled Card or Device is used to make a payment by tapping it near a contactless-enabled terminal, without the need to insert the Card.

Device means any equipment (electronic or otherwise), or artefact designed to be used to access your Card and Account.

Disputed Transaction (or a Dispute) means a Card or Account transaction that the Accountholder is claiming is illegitimate in some way. For an Account transaction Dispute, the process to lodge and assess this claim is established by the New Payments platform (NPP) and Direct Entry (DE).

Freeze means a temporary status placed on a Card which results in all transactions processed using the physical Card number being prevented until the Freeze is removed.

Hay means Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No. 515459 (also referred to as we or us).

Issuer means Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No. 515459 as the Issuer of both the Card and Account.  

Merchant means authorised vendors who are able to accept and process a Visa Debit Card.

Non-Cash Payment product (NCP) means the combined product set of the Card and Account.

Passcode means a code you choose to protect access to the Citro App, or your Device, or any other password or code We provide to you (for example, to help you log in to your Account or authorise a transaction)

PIN  means the personal identification number used to protect access to your Card which is created by you

Purchase Transaction means payment made using a Card to acquire goods or services from a Merchant.

Terms and Conditions  means the detail and rules that apply to the opening, fulfilment and use the Card and Account.

Unauthorised Transactions means a transaction which you have not authorised, and which has been made without your knowledge and consent.

Visa means Visa Worldwide PTE Ltd.

We, us, our means Hay or Hay Limited.

You means you as the customer and holder of the Citro Card and Citro Account.

‍Payto terms

Authorised Payment Mandate means a Mandate that has been authorised by the Linked Account Owner and stored in the Mandate Management Service, authorising an NPP Payment, or a series of NPP Payments, to be made from the Linked Account Owner’s account to your account, in accordance with its terms.

Linked Account means the account from which you are requesting payment, which must be your own account, held with another financial institution.  

Linked Account Owner means the owner of the account from which you are requesting payment. This may be you if you are debiting from your own account.

Linked Financial Institution means the financial institution of the Linked Account Owner.

Mandate means a mandate to authorise an NPP Payment or a series of NPP Payments from the Linked Account Owner’s account to your account.

Mandate Management Service means the central, secure database operated by NPP Australia Limited of Authorised Payment Mandates.  

NPP means the New Payments Platform operated by NPP Australia Limited.  

NPP Payments means electronic payments cleared and settled by participating financial institutions via the NPP.  

PayTo means a service which enables:  

1. you to request, and the Linked Account Owner/s to pre-authorise an NPP Payment, or a series of NPP Payments, in accordance with an Authorised Payment Mandate;  
2. to amend, suspend, un-suspend and cancel Authorised Payment Mandates.  

Documentation means a series of manuals and guides, whether in an electronic form or otherwise provided to you to assist you in using the Mandated Payments Service.

Bpay terms

BPAY means BPAY Group Holding Pty Ltd (ABN 44 626 481 525) - which consists of BPAY Group Pty Ltd (ABN 60 003 311 644) and BPAY Pty Ltd (ABN 69 079 137 518) - manages the BPAY® bill payment service which allows customers to make bill payments through their financial institutions online banking service.