For Citro Account and Citro Card
Terms and conditions
December 2023
Version 1.2
Issued by Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No. 515459
Contents
1. About
2. Meaning of words
3. The Citro Account and Citro Card
4. Eligibility
5. Activating your Citro Card
6 Using your Citro Account and Card
6.1 Depositing value to your Citro Account and card
6.2 Limits
6.3 ATM withdrawals
6.4 Card transactions
6.5 Account transactions
6.6 PayTo transactions
6.7 Using your Citro Card for foreign currency transactions
6.8 Restrictions on use
7. Fees
8 Security
8.1 Protecting your Citro Card information and PIN
8.2 What to do when you suspect your Citro Card is compromised or lost
9 Responsibility for mistaken or unauthorised transactions
9.1 Mistaken payment
9.2 Incorrect payments/issues with a purchase
10. Lost, stolen Citro Card or compromised PIN
11. Transaction history
12. Citro Account and Citro Card cancellation by Us
13. Card expiry
14. How to close your Citro Account
15. How we can communicate with each other (notices)
16. Limits and responsibility
17 Feedback and resolving complaints
18. Anti-money laundering and counter-terrorism financing
19 Privacy
20. Changes to these terms
1. About
These Terms and Conditions (Terms) are our agreement with you about the use of your Citro Account (Account) and Citro Card (Card). If you commence using the Citro Account and Citro Card you will be deemed to have read, understood, and accept these Terms in relation to the Citro Account and Citro Card. It is called acceptance by conduct. It doe snot require your signature to be binding.
It is important that you understand these Terms because they set out our agreement on what will happen with things like how we use your information, security, fees and charges and limits.
Please also carefully read the Product Disclosure Statement (PDS) you were provided with when you applied for the Citro Account and Citro Card as these Terms form part of the PDS and together form our agreement with you for use of the Citro Account and Citro Card.
You should also read through the Target Market Determination (TMD) and Financial Services Guide (FSG) made available to you before applying for the Citro Account and Citro Card as together these form Hay’s agreement with you for the issuing and use of these products.
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 need further assistance or if you don’t understand any items in these documents, Citro can be reached at:
Citro support team:
Mail: Level21, 50 Bridge Street Sydney NSW 2000
Email: support@joincitro.com.au
Website: www.joincitro.com.au
2. Meaning of words
In these Terms, words that commence with a capital letter have the following meaning:
Acceptance Brand means the symbols Visa uses at merchants and ATMs to inform Cardholders their Card can be used to make purchases or cash withdrawals.
Account holder means the person in whose name a virtual Citro Account is held by Hay.
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 Citro Card.
Block an Account means a status Citro or Hay has applied to suspend or block account transaction.
Citro means Citrus Innovations Pty Ltd.
Citro Account means the digital (virtual) account issued and held by Hay to which the Accountholder can deposit funds and to which the Citro Card is linked to.
Citro App means the mobile application that operates and supports the Citro Account and Citro Card.
Citro Card means a physical Visa debit card which is issued by Hay and which is linked to the Citro Account.
Card holder means the person to whom a Citro Card is issued by Hay.
Chargeback means the process established by Visa in which a Customer challenges a transaction made via their Citro Card.
Device means any equipment (electronic or otherwise) or artefact designed to be used to access your Citro Account.
Disputed Transaction means a Citro Account transaction that the Accountholder is claiming is illegitimate in some way. For a Citro Account the process to lodge and assess this claim is established by NPP and DE.
Direct Entry means DE. The direct entry system is a means of making electronic payments by consumers and businesses to initiate Pay Anyone transactions using internet banking applications.
Freeze means an action initiated by us or by a Cardholder which results in all existing and future transactions on the Citro Card being suspended pending investigation and or instructions to Unfreeze.
Hay means Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No. 515459 (also referred to as we or us).
Hay Representative means an individual paid by Hay Limited to provide customer service for the Citro Account and Citro Card.
Issuer means Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No. 515459 as the Issuer of both the Citro Account and Citro Card.
Linked Account means the account which you have established PayTo mandates to fund your CitroCard transactions.
Merchant means authorised vendors who are able to accept and process a Visa Debit Card.
NPP means the New Payments Platform. 'NPP Payment' means a payment cleared and settled via the NPP.
Non-Cash Payment product (NCP) means the combined product set of Citro Card and Citro Account
Passcode means the 6-digit passcode you nominate to protect access to the Citro App.
Pay Anyone means a payment from your Citro Account to another person’s account with an Australian Financial Institution by using the BSB and account number of the person to whom you are making the payment.
PIN means personal identification number and the set of digits used to protect access to your Citro Card which is created by you when signing up to Citro.
Purchase Transaction means a purchase transaction of goods and or services using the Citro Card at a Merchant, or otherwise through your Citro Account.
Terms and Conditions means the detail and rules that apply to the opening, fulfilment and use the Citro Account and Citro Card, as set out in this document. They are an essential part of a contract between the Account holder and Hay Limited as the Citro Card Issuer.
Unauthorised Transactions means a transaction which you haven’t authorised and which has been made without your knowledge and consent.
Unblock Account means an action Citro or Hay can execute to reinstate an Account for use by a Citro customer.
Unfreeze means the releasing of the Freeze either at a conclusion of an investigation by us or on instructions of the Card holder.
Visa means Visa Worldwide PTE Ltd.
Visa Debit means authorised physical or digital cards with the Visa Acceptance Brand or markings.
We, us, our means Hay or Hay Limited.
You means you as the customer of the Citro Card and Citro Account.
3. The Citro Account and card
When you are issued with a Citro Card you will receive a physical card which is linked to your Citro Account, and which can be viewed using the Citro App. Once you deposit funds into your Citro Account, you can access these funds to conduct payments.
You can use the Citro Card to withdraw cash at ATMs and conduct Purchase Transactions anywhere in the world where Visa Debit cards are accepted. You can also make Pay Anyone transactions from your Citro Account when you initiate a Purchase Transaction. Note there are daily limits that apply (see clause 7.2).
You can view your Available Balance at any time by using the Citro App.
The CitroAccount is not a bank account.
You can only access the Available Balance. Hay does not offer a credit facility and overdrawing the Available Balance in the Citro Account is strictly prohibited. If at any time your Citro Account has a negative balance, this amount is immediately due and payable We reserve the right to decline any transaction request the result of which will exceed the Available Balance in the Citro Account (please also refer to Section 6.6.8)
4. Eligibility
You will need to satisfy specific eligibility criteria to maintain this product. To qualify, you must:
- be an individual person; and
- have a valid Australian residential address; and
- be aged 40 years or older; or
- be an employee of Citro or any of its related body corporates.
5. Activating your Citro Card
Once we have approved your application for a Citro Account and Citro Card, we will post you the Citro Card. Before you use your Citro Card for the first time you will need to activate using Unfreeze in the settings of your Citro App.
6. Using your Citro Account and card
6.1 Depositing value to your Citro Account and Card
At any time you or someone on your behalf can deposit funds to your Citro Account through the mechanism we specify. Predominantly, PayTo will be used to give effect to your Available Balance and Purchase Transactions.
You can find instructions for how you can deposit funds to your Citro Account in the Citro App.
We may also add new ways to deposit funds into your Citro Account in the future and we will publish these ways in the Citro App. We encourage you to check the Citro App from time to time for this and other important information.
Payments to your Citro Account will be credited to your Available Balance when they have cleared.
You can use the Citro Card to access funds deposited to your Citro Account, use Pay Anyone and or make cash withdrawals at businesses or ATMs that accept Visa.
6.2 Limits
There are default limits that apply to the Citro Account and card for:
Account limits
Maximum balance $50,000
Minimum balance $0
Maximum deposit per day up to $10,000
Maximum ATM cash out per day $20
Maximum Pay Anyone bank transfer per day $10,000
Maximum single card transaction $10,000
Maximum card spend per day $10,000
At any time, we can adjust the limits to protect your interests or ours and if we decide to adjust the limits, we will inform you of these changes through the Citro App and Citro website. Unless it is for security or financial integrity reasons, we will inform you of any changes to the daily limits in advance no less than 10 Business Days before the change takes place.
You can find the actual limits that apply to your Citro Account and Citro Card within the CitroApp.
We will let you know via the Citro App if your limits are adjusted.
6.3 ATM withdrawals
You can withdraw cash from your Citro Account using your Citro Card at any ATM up to the limit that applies for ATM transactions. There are no fees charged by Hay for using ATMs. However, you may be charged fees by financial institutions or ATM providers when using their ATMs.
6.4 Card transactions
You can use your Citro Card to make payments anywhere that Visa Debit cards are accepted.
Within Australia you can make contactless transactions under $100 without using your PIN. Contactless limits may vary in different countries. Like with any transaction, please make sure you check the amount is correct on the terminal before authorising a contactless transaction.
We will deduct the amount of any transaction using your Citro Card from your Available Balance. You can’t stop payment on a transaction after it has been completed.For mistaken or disputed payments please refer to clause 10.
We do not allow negative balances in your Citro Account. If you do not have sufficient balance in your Citro Account, any negative balance becomes immediately due and payable. It is your obligation to ensure that you have sufficient Available Balance to complete a transaction.
Sometimes a transaction cannot be processed due to reasons outside of our control, like where there are network issues which may affect the relevant payment terminal. We are not responsible where a transaction authorisation is declined for any reason, except to the extent caused by our negligence, fraud or wilful misconduct (or that of our employees or agents).
6.5 Account transactions
You can make Pay Anyone payments from your Citro Account using the Citro App. It is solely your responsibility to ensure that you enter the correct BSB and Citro Account information when authorising internet payments from your Citro Account. Where you enter the wrong information:
- funds may be credited to the Citro Account of an unintended recipient if the BSB number and/or identifier do not belong to the person you name as the recipient; and
- it may not be possible to recover funds from an unintended recipient.
6.6 PayTo transactions
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.
6.6.1 PayTo Meaning of Words
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.
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:
a. 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;
b. to amend, suspend, un-suspend and cancel Authorised Payment Mandates.
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.
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.
6.6.2 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.
6.6.3 Creating an Authorised Payment Mandate
To use the CitroAccount and Citro 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 LinkedAccount.
6.6.4 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.
6.6.5 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.
6.6.6 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.
6.6.7 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.
6.6.8 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 bank account to which an Authorised Payment Mandate has/will be made.
You acknowledge that any transaction made using your Citro Account or Citro 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.
6.6.9 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).
6.7 Using your Citro Card for foreign currency transactions
All transactions in foreign currencies will be converted into Australian dollars.
All foreign currency transactions will be processed using the foreign exchange rate determined by Visa at the time of settlement. We do not charge fees, margins, or spreads for foreign exchange payments.
The actual foreign exchange rate that has been applied will be shown in your Citro App on settlement.
6.8 Restrictions on use
You must not use your Citro Card and or the Citro Account for any illegal purpose including purchasing anything that is illegal under Australian law.
If we suspect that the Citro Account and/or Citro Card are being used for illegal activity, we will suspend the Citro Account and Citro Card without notice to you.
You must not allow any other person to use your Citro Account or Citro Card. Doing so is a breach of these Terms and entitles us to Freeze your Citro Account and Citro Card. You will also not be able to reclaim any Unauthorised Transactions because you allowed someone else to use your Citro Account and Citro Card. You can only have one Citro Card at a time.
7. Fees
Current fees and charges that apply to your Citro Card and Account can be found on the PDS, accessible here: www.joincitro.com.au/pds.
We will debit your Available Balance for any fees that are payable to us.
We will let you know at least 30 days before a change which increases your liabilities or obligations takes effect through the Citro App or Citro website to enable you sufficient time to decide whether you wish to continue to use your Citro Account.
Merchants and financial institutions may also impose fees or surcharges which are separate to the fees and charges we charge as Issuers. We have no control over these third-party fees and cannot challenge these once a transaction is approved by you.
8. Security
8.1 Protecting your Citro Card information and PIN
It is important that you keep your Citro App, Citro Card information, PIN and Passcode secure. This means that you must not write down the PIN or the Passcode either on the Citro Card or on something you carry with the Citro Card or share your PIN or Passcode with any other person. You must not, without proper cause, disclose the card number to any person.
8.2 What to do when you suspect your Citro Card is compromised or lost
If you believe your Card is lost (and there’s a chance you’ll find it), you can simply Freeze your Citro Card on the Citro App. If you Freeze the Citro Card, it will remain Frozen until you Unfreeze it and you will not be able to use it. While the physical Citro Card is Frozen you can continue to make payments from your Citro Account.
If you believe your Citro Card has been lost, damaged, or compromised (not just temporarily lost) then you must immediately report your card lost or stolen within the Citro App and request a new card.
9. Responsibility for mistaken or unauthorised transactions
Where you think a transaction is an Unauthorised Transaction or is otherwise incorrect, please get in touch with 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 can’t reverse the transaction, we are not responsible, and you will be liable for the mistaken payment.
9.2 Incorrect payments/issues with a purchase
If you have a problem with a purchase made with your Citro Card or a disputed transaction, the first step is to get in touch with 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 Citro Card or compromised PIN
You will not be responsible for Unauthorised Transactions:
- that occur before your Citro Card is issued to you;
- that occur after you have Frozen or cancelled your Citro Card and while it remains Frozen; or
- where you didn’t contribute to the Unauthorised Transaction.
We may consider that you have contributed to an Unauthorised Transaction where:
- you have not kept your Citro Card, PIN or Passcode reasonably secure; or
- there was an unreasonable delay in Disabling or cancelling your Citro 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 didn’t 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. Citro Account and card cancellation by Us
We may Freeze or cancel the Citro Card where we have concerns about its security and or for the purpose of protecting your Available Balance where we suspect the CitroCard has been compromised.
If we become aware that you haven’t done what you’ve agreed to do as set out in these Terms we may suspend or cancel your Citro Account and Citro Card. If this happens, we will let you know as soon as possible and refund any Available Balance to your nominated account, except where there is no Available Balance and your Citro Account is overdrawn, upon the occurrence of which the overdrawn amount becomes immediately due and payable and 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.
13. Card Expiry
The expiry date is shown on your Citro Card. We will contact you prior to the expiry date to let you know next steps for continuing to use your Citro Card after the expiry date.
14. How to close your Citro Account
You can close your Citro Account at any time via the Citro App. We cannot close the Citro Account immediately as we need to wait for all payments and transactions undertaken by you to be settled before your Citro Account can be closed. As soon as you notify us that you wish to close the Citro Account, you will no longer be able to use your Citro Card.
You will remain liable for any transactions that were not processed, or that occur, on your Citro Account (including, but not limited to, outstanding merchant purchases) at the time the Citro Account is closed.
You must also pay to us all outstanding amounts including any deficit balance, unpaid fees and charges prior to closing the Citro Account.
Once the Citro Account is closed and we are satisfied that all outstanding transactions have been presented and settled, we will refund you the Available Balance to your nominated account.
15. How we can communicate with each other (notices)
You can contact us via the Citro App or using our details as set out in these Terms.
We may give you any information, notices or other documents related to the Citro Account or Citro Card by:
- notification (including a push notification) or message sent to you or your device through the Citro App;
- by email to the email address recorded for you in the Citro App;
- by letter to the address recorded for you in the Citro App.
16. Limits and responsibility
Hay is responsible for things that occur that are our fault. This includes things like your Available Balance being incorrectly debited due to our error.
We are not responsible for things outside of our control like;
- where a Merchant does not accept your card;
- delays or interruptions not caused by us;
- transactions not being able to be processed, despite us taking reasonable precautions;
- a dispute between you and the supplier of goods or services purchased with the Card.
To the extent permitted by law and Visa scheme rules, the most Hay is responsible for is the maximum value of a transaction processed due to our error or, for other things that Hay may be responsible for, the amount of your Available Balance.
17. Feedback and resolving complaints
If you have a complaint relating to the Citro Card and Account or the financial services we have provided to you, please review section 9 “Feedback and resolving problems and complaints” of the Financial Services Guide.
A complaint is not a transaction dispute in this context. A dispute means a customer challenge to a specific transaction via NPP or DE. A chargeback means a customer challenge to a specific transaction via the International Scheme such as Visa. A dispute and chargeback are defined in section 2 “Meaning of words”.
Mail: Level 29, 50 BridgeStreet Sydney NSW 2000
Email: support@joincitro.com.au
Website: www.joincitro.com.au
Please provide a full explanation of your feedback or complaint. Citro may request further details from you.
Citro and Hay will undertake the following:
- Keep a record of your complaint;
- Acknowledge your complaint within 1 business day;
- 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.
If you are unable to resolve your issue with Citro directly, you can escalate your enquiry to Hay via complaints@hellohay.co or by phone 1800 080 081. Hay will check with you to make sure you are satisfied with how your complaint was handled.
If we are unable to resolve the matter to your satisfaction, you may refer the complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. It’s important you raise your concerns with us first before going to AFCA, as AFCA will generally encourage this before they will investigate. 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
18. Anti money laundering and counter-terrorist financing
As an issuer of the Citro Account and Citro Card, we must comply with the Anti-money Laundering and Counter-terrorism Financing Act 2006 (Cth) (AML Act) and its related Regulations. There are several obligations under the AML Act which we must comply with including know your customer and certain reporting obligations. Accordingly, as part of the application process we will require evidence of who you are and where you live. As part of our legal obligations, we need to verify this information and accordingly, we check the information you provide against records maintained by credit reporting and fraud prevention agencies/ organisations. However, we don’t perform a credit check on you and the searches we perform are only for verifying your identity.
You must let us know as soon as possible when any of your details change.
We may need to block, delay, Freeze or refuse transactions or suspend or close your Citro Account and Citro Card where we reasonably consider that a transaction is fraudulent or in breach of the AML Act or where we have concerns regarding your money laundering or terrorism financing risk. We must block the Citro Account and Citro Card until we 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 Frozen the Citro Card and Citro Account. However, in some cases our legal obligations will stop us from being able to tell you and failing to inform you of the reasons will not be a breach by us of these Terms.
19. Privacy
Hay will collect, handle and use your personal information in accordance with the Hay privacy policy available at https://www.hellohay.co/privacy.
The Hay privacy policy contains important information about the purposes for which Hay collect personal information, who the information may be disclosed to (including any overseas disclosures), how you can access and seek correction of the personal information Hay holds about you or how you can make a complaint about the handling of your personal information.
20. Changes to these terms
We can change these Terms at any time by uploading the new Terms to the Citro app and the Citro website and letting you know about the changes via the Citro App. If you keep using your Citro Account or Citro Card after the notice of change is posted and the change becomes effective, you will be bound by the amendedTerms.
Where we decide to make a material change to these Terms, we will give you at least 30 days’ notice before the change to enable you sufficient time to decide whether you wish to continue to use your Citro Account or Citro Card.
21. Governing law
The laws of New South Wales will govern the Citro Account and Card, and any legal questions concerning this agreement.