The Good Card Visa Prepaid Card Conditions of Use


Effective from July 1 2017

1. Introduction

These conditions of use (“Conditions of Use”) contain important information about your Visa Prepaid Card and its associated features, risks and fees. The purpose of this document is to assist you to decide whether or not to acquire the Visa Prepaid Card and enable the subsequent use of the Visa Prepaid Card by you.

The first time that you activate your Visa Prepaid Card, you will be requested to abide by these Conditions of Use. These Conditions of Use should therefore be read carefully. We suggest that you seek advice if you do not understand any of the information contained within these Conditions of Use or how they apply to you. Once you accept these Conditions of Use, they will apply to the use of your Visa Prepaid Card.

These Conditions of Use apply to:

  • all transactions initiated by you through an Electronic Banking Terminal (which in these Conditions of Use refers to eftpos Devices) by the combined use of your Visa Prepaid Card and a Personal Identification Number (PIN); and
  • all other transactions (including telephone and internet transactions) effected with the use of your Visa Prepaid Card.

If you fail to properly safeguard your Visa Prepaid Card and PIN you may increase your liability for unauthorised use (refer to section 21 for a list of circumstances where you may be held liable for unauthorised use of your Visa Prepaid Card).

Words that are capitalised in these Conditions of Use are defined in section 28.

2. General Description of The Prepaid Card

The Visa Prepaid Card is a Reloadable Visa prepaid card.

The Visa Prepaid Card allows purchases and payments to be made wherever Visa prepaid cards are accepted (subject to individual merchants’ discretion), as long as:

  • there is sufficient Value available on the Visa Prepaid Card to cover the amount of the transaction and any applicable fees and charges;
  • the Expiry Date has not been reached; and
  • the Visa Prepaid Card has not been suspended or cancelled.

The Visa Prepaid Card is not a credit card and it is not linked to any separate account.

The Visa Prepaid Card cannot be used to withdraw cash either at ATMs or from eftpos devices.

3. The Prepaid Card Distributor

The Good Card Pty Limited ABN 21 609 762 601 (The Good Card) is the distributor and promoter of your Visa Prepaid Card. The Good Card is also responsible for providing, promoting and managing The Good Card Program (TGC Program) that is attached to your Visa Prepaid Card. These responsibilities include: 

  1. Recognising, recording, calculating and displaying to you all TGC Program related transactions and earned Cashback to you
  2. Collecting all Cashback on your behalf and allocating the relevant portions to your nominated beneficiaries
  3. Loading onto your Visa Prepaid Card the value of any earned Cashback you have chosen to keep for yourself on or around the first Tuesday of each month provided that an amount of $5 or more has been accrued
  4. Depositing all Cashback value into your nominated beneficiaries’ bank account as stated in The Good Card Program Terms and Conditions
  5. Terms and Conditions, and additional information relating to The Good Card Program can be found at www.thegoodcard.com.au

The Good Card is also responsible for providing certain cardholder services to you. These services include providing you with your Visa Prepaid Card, arranging for replacement prepaid cards to be issued to you in accordance with the terms set out in these Conditions of Use, providing lost and stolen services and assisting you with any queries you may have regarding your use of the Visa Prepaid Card.

The Good Card is not the issuer of the Visa Prepaid Card. Indue is the issuer of the Visa Prepaid Card. Indue and The Good Card are not related entities.

Indue is not the provider of The Good Card Program and plays no role in managing it or providing any services in relation to it. Indue does not hold any funds in relation to The Good Card Program or Cashbacks.

The Good Card is the promoter and manager of The Good Card Program and is solely responsible for its operation. The Good Card is not acting on behalf of Indue in relation to The Good Card Program or its operation. Any queries in relation to The Good Card Program should be referred to The Good Card.

The Good Card may be contacted at 1300 10 30 79.

4. Prepaid Card Issuer

The issuer of the Visa Prepaid Card is Indue Ltd ABN 97 087 822 464 (“Indue”). Indue is an authorised deposit-taking institution and a member of Visa, and has appointed The Good Card as a third party agent of Indue.

By accepting these Conditions of Use, you are entering into a contract with Indue. Indue as the issuer of your Visa Prepaid Card is responsible for effecting settlement of all transactions that may arise as a result of you using your Visa Prepaid Card in accordance with the terms set out in these Conditions of Use.

Indue may be contacted using the following details:
Indue Limited
PO Box 523
TOOWONG QLD 4066
Phone: 1300 671 819 between 7.00am – 7.00pm Monday to Friday, Saturday 8.00am – 1.00pm, closed Sundays and national public holidays.

Indue is not the provider of The Good Card Program and plays no role in managing it or providing any services in relation to it. Indue does not hold any funds in relation to The Good Card Program or Cashbacks.

The Good Card is the promoter and manager of The Good Card Loyalty Scheme and is solely responsible for its operation. The Good Card is not acting on behalf of Indue in relation to The Good Card Program or its operation. Any queries in relation to The Good Card Program should be referred to The Good Card.

The Good Card may be contacted at 1300 10 30 79.

5. The Benefits of Your Visa Prepaid Card

The benefits of your Visa Prepaid Card are that:

  • the Visa Prepaid Card can be used to buy goods and services from merchants in Australia and around the world who accept Visa prepaid cards;
  • the Visa Prepaid Card information can be used on the internet or telephone to make a transaction;
  • the Visa Prepaid Card accesses the Value that is loaded (added) onto the Visa Prepaid Card. It is not a credit card. You can only spend up to the Value of cleared funds stored on the Visa Prepaid Card;
  • the Visa Prepaid Card is Reloadable which means extra funds can be loaded onto it, until the expiry of the Visa Prepaid Card (refer to section 12);
  • it reduces the need to carry cash;
  • the Prepaid Card is not linked to a separate deposit account; and
  • all funds are held by Indue, an authorised deposit-taking institution.

6. The Risks of Your Visa Prepaid Card

The risks associated with your Visa Prepaid Card include:

  • any attempted load that will take the Value on the Visa Prepaid Card over the Prepaid Card Limit being rejected in full (refer to section 12);
  • the Visa Prepaid Card not having sufficient Value on it to cover a payment;
  • failure to safeguard your PIN may result in loss of Value (refer to section 21 for a list of circumstances where you may be held liable for failing to safeguard the PIN);
  • circumstances beyond our reasonable control preventing a transaction from being processed;
  • merchants may, at their discretion, refuse to accept the Visa Prepaid Card as a method of payment. You should always check with the merchant that it will accept your Visa Prepaid Card before purchasing any goods or services;
  • unauthorised and fraudulent transactions may occur on the Visa Prepaid Card (refer to section 21 for a list of circumstances where you may be held liable for unauthorised use of the Visa Prepaid Card);
  • due to equipment errors, malfunctions or equipment being used incorrectly, the same transaction may be processed more than once or transactions may not be processed at all. In these cases the errors can usually be corrected but may temporarily inconvenience you as the available Value on the Visa Prepaid Card will be incorrect. Where these errors cannot be corrected, we will resolve the issue by adjusting the Visa Prepaid Card;
  • the Visa Prepaid Card may be lost, stolen or destroyed. In these circumstances, you may be held liable for unauthorised use on your Visa Prepaid Card where you unreasonably delay notifying us that the Visa Prepaid Card has been lost or stolen (refer to section 21);
  • the Visa Prepaid Card details may become known to criminals via various methods who may be able to withdraw the Value using a counterfeit prepaid card. In these cases you will not be liable for these unauthorised transactions unless you contributed to the loss (refer to section 21);
  • our experiencing a cyber attack, which may result in our systems being unavailable and consequently you being unable to use the Value on your Visa Prepaid Card for a period of time. A serious cyber attack may result in significant legal and financial exposure to us, damage to our reputation, and a loss of confidence in our products and services that could potentially have an adverse effect on our ability to meet our obligations to you;
  • interest not being earned on any Value that is stored on the Visa Prepaid Card from time to time;
  • in some circumstances (for example, where a transaction is processed in an offline environment or where a fee or charge is incurred), the Value remaining on the Visa Prepaid Card becoming negative (meaning there may become less than $0.00 Value remaining on the Visa Prepaid Card);
  • the Financial Claims Scheme (“FCS”) is a scheme administered by the Australian Prudential Regulation Authority (“APRA”) to protect depositors from potential loss due to the failure of institutions. It provides depositors with a guaranteed protection, up to a cap. As at the date of these Conditions of Use, the FCS applies to deposits only. It does not extend to prepaid card products (including the Visa Prepaid Card and any Value held on the Visa Prepaid Card). If Indue fails:
    • any Value held on the Visa Prepaid Card will not be protected by the FCS; and
    • you may lose all or part of the Value.

For more information on the FCS, refer to: http://www.fsc.gov.au.

7. Other Important Information

Indue passes on interest that is earned on the Value that is stored on the Visa Prepaid Card from time to time to The Good Card.

The Visa Prepaid Card cannot be used to make or complete a transaction that exceeds the Value that is stored on the Visa Prepaid Card from time to time. Any attempted transaction that you make that is in excess of the Value stored on the Visa Prepaid Card at that time will be rejected.

You cannot use the account number and BSB associated with the Visa Prepaid Card to arrange for any amounts to be debited from the Visa Prepaid Card balance, either by regular direct debits or by using “Pay Anyone” (direct credit) facilities.

You are not able to and must not attempt to use the Visa Prepaid Card at an eftpos device where that device is classified as an unattended payment terminal. An unattended payment terminal refers to unsupervised terminals. These terminals can include car parking machines, vending machines, transport ticketing devices and self-served kiosks. If you attempt to use the Visa Prepaid Card in an offline environment or at an unattended payment terminal, that transaction will be rejected.

Indue and The Good Card do not warrant or accept any responsibility if a merchant’s eftpos device does not accept the Visa Prepaid Card.

Neither Indue nor The Good Card are responsible in the event that you have a dispute regarding the goods or services purchased with the Visa Prepaid Card. In the first instance, you should contact the merchant directly. If you cannot resolve the dispute with the merchant, Indue has the ability in certain circumstances to investigate disputed transactions on your behalf (refer to section 24 for a list of circumstances when Indue can investigate disputed transactions) and attempt to obtain a refund for you.

8. Queries

If you have a query about the Visa Prepaid Card, please contact The Good Card in the first instance (see contact details in section 3).

9. Activating Your Visa Prepaid Card

After successful application for a Visa Prepaid Card, you will be required to activate your Visa Prepaid Card before being able to use it.

To activate your Visa Prepaid Card you will need to go online at www.thegoodcard.com.au, login to your account and follow the prompts.

You must sign your Visa Prepaid Card as soon as you receive it and before using it, as a means of preventing unauthorised use.

10. Using Your Visa Prepaid Card

The Visa Prepaid Card is a Visa Reloadable prepaid card.

When using the Visa Prepaid Card to complete an Electronic Transaction, press the “CR” button on the relevant terminal. If you press the “SAV” or “CHQ” button, the transaction may be declined.

Indue will debit (deduct) against the Value any transaction you authorise using the Visa Prepaid Card.

Indue will (in the first instance) consider a transaction as having been authorised by you when:

  • you conduct an Electronic Transaction;
  • your Visa Prepaid Card is used to conduct an Electronic Transaction; or
  • your Visa Prepaid Card is presented to a merchant (or someone else on behalf of a merchant) in a way acceptable to Indue.

Your Visa Prepaid Card cannot be used to make or complete a transaction that exceeds the Value that is stored on your Visa Prepaid Card from time to time. Any attempted transaction that you make that is in excess of the Value stored on your Visa Prepaid Card at that time will be rejected. In these circumstances, a No Funds Fee will apply (see section 15).

Your Visa Prepaid Card may be used as many times as desired as long as the necessary Value is available, the Expiry Date has not been reached and your Visa Prepaid Card has not been suspended or cancelled.

Fraudulent transactions can occur on the Visa Prepaid Card. Where Indue or The Good Card receive advice that a transaction that has been debited (deducted) is fraudulent, unauthorised or disputed, Indue or The Good Card will investigate and review the transaction in accordance with section 24.

11. Security of PIN and The Visa Prepaid Card

If you fail to safeguard your Visa Prepaid Card or PIN, you may increase your liability for unauthorised use (refer to section 21 for a list of circumstances where you may be held to be liable for unauthorised transactions). Indue therefore strongly recommends that:

  • you not record your PIN on your Visa Prepaid Card or on anything with your Visa Prepaid Card;
  • you not tell anyone your PIN (including any family member or friend) and try to prevent anyone else from seeing your PIN;
  • you try to prevent anyone else seeing you enter your PIN into an eftpos device; and
  • if you think that your PIN has become known to someone else, you must notify The Good Card or Indue immediately.

If you forget your PIN, you are able to reset it by going online to www.thegoodcard.com.au and following the prompts (refer to section 20).

If an incorrect PIN is entered three times when a transaction is attempted using the Visa Prepaid Card, it will be temporarily suspended for up to 24 hours.

Important points to remember to safeguard your Visa Prepaid Card:

  • no-one from Indue, The Good Card or any merchant will ever ask you for your PIN, therefore you should never disclose it to anyone either verbally, in writing or electronically;
  • do not access Indue’s website or that of The Good Card via an email link embedded in an email. Always access these websites directly from an internet browser;
  • examine your Visa Prepaid Card activity regularly to identify and report, as soon as possible, any instances of unauthorised use;
  • sign your Visa Prepaid Card immediately when you receive it;
  • do not choose a PIN that is easily identified with you, eg your birth date, an alphabetical code which is a recognisable part of your name or your car registration;
  • don’t choose a PIN that is merely a group of repeated numbers;
  • never lend your Visa Prepaid Card to anyone else;
  • never leave your Visa Prepaid Card unattended eg in a car or at work;
  • for security reasons, on the Expiry Date, destroy your Visa Prepaid Card by cutting it diagonally in half;
  • cover your hand when entering your PIN at an eftpos device;
  • don’t allow anyone to swipe your Visa Prepaid Card when it is not in full sight of you; and
  • maintain up-to-date anti-virus software and a firewall on your computer or mobile device.

Refer to section 21 for a list of circumstances where you may be held to be liable for loss caused by unauthorised transactions. Any liability for losses resulting from unauthorised transactions will be determined in accordance with section 21, rather than the security measures listed above, which are guidelines only.

12. Loading Value onto The Visa Prepaid Card

You can load (add) your own funds onto your Visa Prepaid Card.

You are able to load (add) Value onto your Visa Prepaid Card by using electronic funds transfer (also known as EFT/Direct Credit/Pay Anyone) through your Australian financial institution.

To load funds using Direct Credit, use the BSB and account number that appears on the reverse side of your Visa Prepaid Card and the exact name in which you activated your Visa Prepaid Card. It can take up to 3 Business Days for your funds to be made available for use.

The Good Card may also load Value onto your Visa Prepaid Card, including to provide a Cashback to you in accordance with The Good Card Program Terms and Conditions.

The total Value that may be loaded (added) onto your Visa Prepaid Card at any one time cannot exceed the Prepaid Card Limit. Any attempted load that would take the Visa Prepaid Card Value over the Prepaid Card Limit at any one time will be rejected in full. To avoid this, Indue recommends that you regularly check your balance online. See section 23 for details on how to check your balance online.

13. Using Your Visa Prepaid Card Outside of Australia

All transactions conducted overseas will be converted into Australian dollars. Transactions will either be converted directly into Australian dollars or will be first converted from the currency in which the transaction was made in US dollars and then converted to Australian dollars by Visa. The conversion rate used is either:

  • a rate selected by Visa from a range of rates available in wholesale currency markets for the applicable processing date, which may vary from the rate Visa receives; or
  • the government-mandated rate in effect for the applicable processing date.

A Currency Conversion Fee is payable when you make a transaction on your Visa Prepaid Card in a currency other than Australian dollars, or you make a transaction on your Visa Prepaid Card in any currency (including AUD) that is processed by a prepaid card scheme or billed by the merchant outside of Australia (refer to section 15).

14. Verified by Visa

Your Visa Prepaid Card has been automatically enrolled with Verified by Visa. Verified by Visa is a program designed to authenticate online transactions. This means that when you use your Visa Prepaid Card online to make a purchase at a Verified by Visa Participating Merchant, your identity may need to be validated if the relevant transaction is deemed to be high risk.

A transaction may be deemed high risk if it is for a high value or an irregular purchase based on your previous prepaid card transaction history.

In order to validate your identity, you will be asked to answer personal questions which we will match against your personal information that we have obtained from you.

If you are unable to validate your identity after three attempts, you will be unable to complete the transaction and your Visa Prepaid Card will be temporarily suspended from use with all Verified by Visa Participating Merchants. To have your Visa Prepaid Card manually unsuspended, you may contact The Good Card on 1300 10 30 79 or Indue on 1300 671 819 during Indue’s call centre operating hours (refer to section 4).

If, after your Visa Prepaid Card has been unsuspended, you attempt an online transaction with a Verified by Visa Participating Merchant and again you are unable to validate your identity after three attempts, your Visa Prepaid Card will be indefinitely suspended from use with all Verified by Visa Participating Merchants. To have your Visa Prepaid Card unsuspended, please contact The Good Card or Indue on the above numbers during call centre operating hours (see sections 3 and 4).

Online transactions that are attempted with Verified by Visa Participating Merchants and which are deemed to be very high risk transactions will be automatically declined without asking you to validate your identity. For assistance in these circumstances, please contact The Good Card or Indue on the above numbers during call centre operating hours (see sections 3 and 4).

Verified by Visa requires use of Microsoft Internet Explorer version 5.5 and above, Netscape Navigator 7.1 and above, Firefox or Safari internet browsers.

15. Fees and Charges

The following standard fees and charges apply. All fees and charges that are set out in this section 15 are inclusive of GST. You agree to pay to Indue all fees and charges that are set out in these Conditions of Use. Indue will deduct these fees and charges from your Visa Prepaid Card by debiting (deducting) the amount of the fee or charge in accordance with this section 15.

You may also be charged a fee by The Good Card as a subscription fee for gaining access to The Good Card Loyalty Scheme. At the time of these Conditions of Use The Good Card fee is $12 per Prepaid Card per year, which may be varied or waived by The Good Card from time to time. Refer to the Good Card Annual Subscription Fee below or www.thegoodcard.com.au for more details. The Good Card will collect this fee by debiting (deducting) the amount from your initial fund load onto your Visa Prepaid Card.

If you consider that Indue or The Good Card has incorrectly charged you a fee or charge, you may dispute this by contacting The Good Card in the first instance in accordance with section 24. Any incorrectly charged fee or charge will be reversed by Indue or The Good Card as is relevant in the particular circumstances.

The Good Card Fees and Charges

Indue Fees and Charges

16. Limitations on the use of Your Visa Prepaid Card

Your Visa Prepaid Card must not be used for illegal purposes, including the purchase of goods or services deemed illegal by any Australian law. Your Visa Prepaid Card must not be sold to any third party. You may only have one Good Card Visa Prepaid Card at any one time.

17. Card Expiry

Your Visa Prepaid Card is valid until the Expiry Date. You must use all available Value by the Expiry Date to ensure you receive the benefit of the Value.

Prior to the Expiry Date, The Good Card will notify you of the Expiry Date and provide you with an option to request that a replacement Visa Prepaid Card be distributed to you. In these circumstances you will be charged a $7.00 Prepaid Card Replacement Fee (refer to section 15 – Fees and Charges) but will not be charged a fee associated with transferring any Value remaining on the existing Visa Prepaid Card to the new Visa Prepaid Card.

If you do not request a replacement Visa Prepaid Card before the Expiry Date of your Visa Prepaid Card, then on the Expiry Date, Indue will stop your Visa Prepaid Card and you will no longer be able to use it.

If, on the Expiry Date, Value remains on your Visa Prepaid Card, then:

  • if this Value is less than $10.00, you will be charged an Expiry Fee equal to the Value remaining on your Visa Prepaid Card. For example, if the Value remaining on your Prepaid Card on the Expiry Date is $7.22, on the Expiry Date Indue will charge an Expiry Fee equal to $7.22; or
  • if this Value is greater than $10.00, then Indue will arrange for The Good Card on Indue’s behalf to make reasonable attempts to contact you to arrange for the Value remaining on your Visa Prepaid Card to be returned to you by either cheque or electronic funds transfer to your nominated bank account.

If, after 6 months following the Expiry Date, The Good Card (on Indue’s behalf) has not been able to contact you after reasonable enquiries have been made, then all funds held will be forfeited to Indue. If you subsequently contact Indue within two (2) years after the Expiry Date and request a refund, Indue will refund the remaining value owing to you.

Your Visa Prepaid Card must not be used after the Expiry Date shown on it. In some circumstances your Visa Prepaid Card may be used for store purchases which are below Floor Limits and where no electronic approval is required, or where transactions on the Visa Prepaid Card may be processed manually. If your Prepaid Card is used after the Expiry Date in these circumstances then you will be liable to Indue for the Value of any transaction as well as any reasonable costs incurred by Indue in collecting the amount owing.

18. Cancellation of Your Visa Prepaid Card

The Visa Prepaid Card always remains the property of Indue.

Indue or The Good Card may cancel and demand the return of your Visa Prepaid Card at any time:

  • for security reasons and to protect the remaining Value where your Visa Prepaid Card has been or is reasonably suspected by Indue to have been compromised and such compromise has been caused directly by you or third parties; or
  • if you breach any conditions set out in these Conditions of Use and that breach is of a serious nature.

If these circumstances arise, Indue or The Good Card will notify you that your Visa Prepaid Card has been cancelled.

You may cancel your Visa Prepaid Card at any time by giving Indue or The Good Card notice in writing or by telephone. Prior to the cancellation of your Visa Prepaid Card, you should ensure that all Value is used to ensure that you receive the benefit of the Value.

If, on the date that your Visa Prepaid Card is cancelled by Indue, The Good Card or you in accordance with this section 18 (referred to as the Cancellation Date), Value remains on your Visa Prepaid Card then:

  • if this Value is less than $10.00, you will be charged a Cancellation Fee equal to the Value remaining on your Visa Prepaid Card. For example, if the Value remaining on your Visa Prepaid Card on the Cancellation Date after payment of the Account Closure Fee is $7.22, on the Cancellation Date Indue will charge a Cancellation Fee equal to $7.22; or
  • if this Value is greater than $10.00, then Indue will arrange for The Good Card on our behalf to make reasonable attempts to contact you to arrange for the Value remaining on your Visa Prepaid Card to be returned to you by either cheque or electronic funds transfer to your nominated bank account.

If, after 6 months following the Cancellation Date, The Good Card (on Indue’s behalf) has not been able to contact you after reasonable enquiries have been made, then all funds held will be forfeited to Indue. If you subsequently contact Indue within two (2) years after the Expiry Date and request a refund, Indue will refund the remaining value owing to you.

You will continue to be liable to Indue for the value of any withdrawal or debit transaction (other than fraudulent transactions) occurring after the Cancellation Date. In some circumstances your Visa Prepaid Card may be used for store purchases which are below Floor Limits and where no electronic approval is required, or where transactions on the Visa Prepaid Card may be processed manually. If your Visa Prepaid Card is used after the Cancellation Date in these circumstances then you will be liable to Indue for the Value of any transaction as well as any reasonable costs incurred by Indue in collecting the amounts owing.

19. Unclaimed Funds

If Value still remains on your Visa Prepaid Card after 7 years from the Expiry Date or Cancellation Date, Indue may transfer the balance of the Value on your Visa Prepaid Card to the Commonwealth Government as “unclaimed money”.

Before Indue transfers the balance to the Commonwealth Government as “unclaimed money”, Indue will arrange for The Good Card to make reasonable endeavours to contact you using last-known contact details.

You have the right to claim the money that is held with the Commonwealth Government. Please refer to ASIC’s website at www.asic.gov.au for details.

20. Loss, Theft and Unauthorised Use

By Website

If you believe your PIN record has been lost or stolen or your PIN has become known to someone else, you should IMMEDIATELY logon to www.thegoodcard.com.au, select “change your PIN”, and follow the prompts.

If you believe your Visa Prepaid Card has been lost or stolen, you should IMMEDIATELY logon to www.thegoodcard.com.au, select “lost and stolen card” and follow the prompts. This will place a stop on your Visa Prepaid Card.

Upon successful suspension of your Visa Prepaid Card, all transactions will be blocked (other than transactions which are below merchant’s Floor Limits and where no electronic approval is required). Even if you should find your Visa Prepaid Card, you will not be able to use it until you have spoken with The Good Card to reactivate your Visa Prepaid Card. The Good Card will use its best endeavours to contact you within 24 hours of the next Business Day from when you placed a stop on your Visa Prepaid Card to arrange either a replacement card to be issued to you or for your Visa Prepaid Card to be reactivated in circumstances where you have found it.

By Telephone

Alternatively, if you believe your Visa Prepaid Card or PIN record has been lost or stolen, or your PIN has become known to someone else, you should IMMEDIATELY report this by contacting The Good Card on 1300 10 30 79.

After notification to The Good Card, The Good Card will arrange for a stop to be placed on the Prepaid Card.

Notification Requirements

If the website referred to above or The Good Card’s phone number is not operating when you try to use it for notification purposes, any losses occurring due to non-notification whilst the website or phone number is non-operational will be the liability of Indue and The Good Card. To avoid further losses you are required to continue to try to contact The Good Card’s Call Centre or provide notification of your lost or stolen Visa Prepaid Card via the website or the phone number referred to above.

Provided you continue to use reasonable endeavours (having regard to your own individual circumstances) to notify Indue or The Good Card, Indue and The Good Card will continue to be liable for any loss occurring on your Visa Prepaid Card. If you do not try to notify us as soon as possible, given your personal circumstances, then you may become liable for any losses occurring on your Visa Prepaid Card in accordance with section 21.

Card Suspension

After a stop has been placed on your Visa Prepaid Card, you will not be able to, and you must not attempt to, use your Visa Prepaid Card until you have spoken with The Good Card to reactivate or replace your Visa Prepaid Card (even if you have found it).

In some circumstances, your Visa Prepaid Card may be used for store purchases which are below Floor Limits and where no electronic approval is required. If you use your Visa Prepaid Card after a stop has been placed on it, you will be liable to Indue for the Value of any transaction as well as any reasonable costs incurred by Indue in collecting the amount owing.

Card Replacement

The Good Card will use its best endeavours to contact you within 24 hours of the next Business Day from when you placed a stop on your Visa Prepaid Card to arrange either a replacement card to be issued to you or for your Visa Prepaid Card to be reactivated in circumstances where you have found it.

Once a replacement Visa Prepaid Card is issued to you, the Value remaining on your lost or stolen Visa Prepaid Card will be transferred to your new Visa Prepaid Card less any unauthorised transactions for which you are liable (refer to section 21 for a list of circumstances where you may be held liable for unauthorised transactions) and the Prepaid Card Replacement Fee (refer to section 15).

You must give The Good Card a reasonable time to arrange cancellation and the issue of a replacement Visa Prepaid Card.

21. Liability in Case Your Visa Prepaid Card is Lost or Stolen or in the Case of Unauthorised Use

1. You will not be liable for any Unauthorised Transactions:

  • before your Visa Prepaid Card has been activated;
  • after your Visa Prepaid Card has been reported lost or stolen;
  • if you didn’t contribute to any Unauthorised Transaction. Indue may determine that you contributed to an Unauthorised Transaction if you did not exercise vigilant care in keeping your Visa Prepaid Card or Visa Prepaid Card information secure or if there was unreasonable delay in reporting to Indue or The Good Card the loss or theft of your Visa Prepaid Card, the compromise of the Visa Prepaid Card information or of any Unauthorised Transactions of which you became aware; or
  • if the Unauthorised Transaction was made using the Visa Prepaid Card information without use of the actual Visa Prepaid Card or PIN and you did not unreasonably delay reporting to Indue or The Good Card the loss or theft of your Visa Prepaid Card, the compromise of the Visa Prepaid Card information or of any Unauthorised Transactions of which you became aware.

2. If Indue can prove on the balance of probability that you contributed to the Unauthorised Transaction under this section, your liability will be the lesser of:

  • the amount of the actual loss, if that amount is less than the Value that was stored on the Visa Prepaid Card at the time the loss occurred;
  • the actual loss at the time Indue or The Good Card was notified of the loss or theft of your Visa Prepaid Card; or
  • the Prepaid Card Limit.

3. Where a PIN was required to perform an Unauthorised Transaction and it is unclear whether or not you have contributed to any loss caused by the Unauthorised Transaction, your liability will be the lesser of:

  • $150;
  • the actual loss if the loss is less than the Value that was stored on your Visa Prepaid Card at the time the loss occurred; or
  • the actual loss at the time you notified Indue or The Good Card of the loss or theft of your Visa Prepaid Card.

4. In determining your liability under this section:

  • Indue will consider all evidence including all reasonable explanations for the Unauthorised Transaction;
  • the fact that a transaction was authorised with the correct PIN, while significant, is not conclusive evidence that you have contributed to the loss; and
  • the use or security of any information required to perform a transaction that you are not required to keep secret (for example, the number on the front of your Visa Prepaid Card or the Expiry Date) is not relevant to your liability.

22. Visa Zero Liability

In addition to the limits placed on your liability as described in section 21, Visa’s scheme rules provide that Indue and The Good Card must limit your liability to nil in the following circumstances:

  • your fraud or negligence did not contribute to any loss caused by the unauthorised use of your Visa Prepaid Card; and
  • all reasonably requested documentation has been provided to Indue or The Good Card, which may include provision of a statutory declaration and police report.

Where this Visa zero liability provision applies, Indue will endeavour to refund the amount of the unauthorised transactions within five (5) Business Days, subject to:

  • Indue or The Good Card having received all reasonably requested information;
  • you not otherwise being in default or breach of these Conditions of Use; and
  • Indue not reasonably determining that further investigation is necessary before refunding the amount of the Unauthorised Transactions based on:

(a) the use of your Visa Prepaid Card;
(b) the nature and circumstances surrounding the unauthorised transactions; or
(c) any delay in notifying Indue or The Good Card of the unauthorised transactions.

Any refund is conditional upon the final outcome of Indue’s investigation of the matter and may be withdrawn by Indue where it considers that this provision shall not apply as a result of those investigations. In making any determination in respect of this section, Indue and The Good Card will comply with the requirements of section 24.

23. Statement of Transaction History

You may check the Value that is on your Visa Prepaid Card and your Visa Prepaid Card transaction history, 24 hours a day 7 days a week, by visiting the website at www.thegoodcard.com.au. You should regularly review your transaction history in order to identify any unauthorised transactions.

24. Resolving Errors and Disputes

If you have a complaint or dispute relating to your Visa Prepaid Card, you should contact The Good Card in the first instance on 1300 10 30 79.

The Good Card will handle all complaints that are referred to it according to its internal dispute resolution procedures.

The Good Card will acknowledge your communication within five (5) Business Days and will advise you of an outcome within a maximum of forty five (45) days. The Good Card will keep you up-to-date with any progress or developments in accordance with its internal dispute resolution procedures.

If your complaint or dispute is not satisfactorily resolved by The Good Card, you should contact Indue. Indue will acknowledge the communication within five (5) Business Days and will advise you of the outcome within a maximum of forty five (45) days. Indue will keep you up-to-date with any progress or developments in accordance with our internal dispute resolution procedures. Indue may be contacted at:

PO Box 523
TOOWONG QLD 4066

Phone: 1300 671 819 between 7.00am – 7.00pm Monday to Friday, Saturday 8:00am – 1:00pm, closed Sundays and national public holidays

Email: giftcards@indue.com.au

If you believe a transaction is wrong or unauthorised or your transaction history contains any instances of unauthorised use or errors, you should immediately notify The Good Card. As soon as you can, you must also provide The Good Card with the following:

  • your name and address and your Visa Prepaid Card number;
  • details of the transaction or the error you consider to be wrong or unauthorised;
  • the dollar amount and an explanation as to why you believe the transaction is an unauthorised transaction or an error;
  • details of whether your Visa Prepaid Card is signed and your PIN secure; and
  • any other details requested by The Good Card or Indue.

The Good Card and Indue have the ability to investigate any disputed transactions which occur on your Visa Prepaid Card.

The Visa scheme has a dispute resolution process that is contained in Visa’s operating rules. The process sets out specific circumstances and timeframes in which a member of the scheme (for example, Indue, a bank or another financial institution) can claim a refund in connection with a disputed transaction on a cardholder’s behalf. This right is referred to as a “chargeback right”.

Accordingly, Indue’s ability to investigate a disputed transaction is limited to the time frames imposed pursuant to the Visa scheme rules. The timeframes vary, and may be as little as 75 days, so it is important that you notify Indue or The Good Card as soon as possible after becoming aware of a disputed transaction.

Typically, Indue will be able to chargeback a transaction where a transaction occurred offline (for example, a fallback transaction) and the relevant transaction is over the Floor Limit.

You may wish to dispute a transaction in circumstances where:

  • the transaction is not recognised by you;
  • you did not authorise the transaction;
  • you did not receive the goods or services to which the transaction relates;
  • the transaction amount differs to the purchase amount;
  • you believe a transaction has been duplicated.

If The Good Card or Indue find that an error was made or that you are not liable for the transaction in accordance with the terms set out in sections 21 and 22, then Indue will make the appropriate adjustments to your Visa Prepaid Card and will advise you in writing of the amount of the adjustment.

25. Privacy and Information Collection

Indue and The Good Card may collect your personal information:

  • to identify you in accordance with the AML Legislation and Visa scheme rules;
  • to provide information about a product or service;
  • to consider your request for a product or service;
  • to provide you with a product or service;
  • to assist in arrangements with other organisations in relation to the provision of a product or service or suspend its operation until it is provided;
  • to perform administrative and operational tasks (including systems development and testing, staff training, and market or customer satisfaction research);
  • to prevent or investigate any fraud or crime (or a suspected fraud or crime); and
  • as required by relevant laws and scheme rules.

In some circumstances, Indue or The Good Card (as the case may be) may collect your personal information from a third party service provider. Indue or The Good Card may collect information from other participants in the payments system and other financial institutions in order to resolve disputes or errors (refer to section 24). Indue and The Good Card collect this information in order to manage the service they provide to you, consistent with these Conditions of Use.

If you do not provide some or all of the information requested, Indue and The Good Card may be unable to provide you with a product or service.

Indue and The Good Card may provide your information:

  • to another member of its group;
  • to any outsourced service providers (for example mailing houses, fraud and anti-money laundering service providers, data switch service companies);
  • to regulatory bodies, government agencies, law enforcement bodies and courts;
  • to other parties as is authorised or required by law; or
  • to participants in the payments system and other financial institutions for the purpose of resolving disputes, errors or other matters arising out of your use of the Visa Prepaid Card or third parties using your Visa Prepaid Card or Visa Prepaid Card information.

You may access any of your personal information at any time by calling The Good Card on 1300 10 30 79. You may also call Indue on 1300 671 819. Indue or The Good Card may charge you a reasonable administration fee for access. This fee will be advised to you upfront in order for you to determine whether you wish to access your personal information. If you can show that information about you is not accurate, complete and up to date, The Good Card or Indue (as the case may be) will take reasonable steps to ensure it is corrected so that it is accurate, complete and up to date. The Good Card or Indue (as the case may be) will not charge any extra fee for correcting your information. There may be circumstances when Indue or The Good Card may be unable to provide you with access to or to correct your information, in which case Indue or The Good Card (as the case may be) will provide you with a written reason. For details on how you may access and seek correction of the personal information Indue or The Good Card holds about you, please refer to the Privacy Policies available at www.indue.com.au and www.thegoodcard.com.au.

Indue and The Good Card will not collect sensitive information about you, such as health information, without your consent. To facilitate transaction identification and to assist with the identification of suspicious or fraudulent transactions, your personal information and transaction details may be sent to countries other than Australia. As at the date of these Conditions of Use, these countries are likely to include the United Kingdom, the United States, Israel, Spain and the Netherlands. By using your Visa Prepaid Card, you agree that your personal information and transaction details may be sent overseas for the purposes of assisting with the identification of suspicious or fraudulent transactions or as required by law.

In accordance with the Privacy Act 1988 (Cth), Indue and The Good Card must comply with the Australian Privacy Principles. You have the right to lodge a complaint if you believe Indue or The Good Card has breached the Australian Privacy Principles. For details on how you may complain about a breach and how Indue and The Good Card deal with complaints, please refer to Indue’s and The Good Card’s Privacy Policies available at www.indue.com.au and www.thegoodcard.com.au.

If you would like a copy of Indue’s or The Good Card’s Privacy Policy to be sent to you, please contact Indue on 1300 671 819 or The Good Card on 1300 10 30 79.

26. Changes to these Terms and Conditions

Indue may change, add to or delete the terms and conditions set out in these Conditions of Use at any time. Where the change involves an increase in fees or charges, or an increase in the risk associated with your Visa Prepaid Card or may otherwise be detrimental to you, Indue will provide at least 30 days’ prior notice of the change or variation.

If you wish to cancel your Visa Prepaid Card as a result of any change or variation Indue makes to these Conditions of Use, you must contact Indue to cancel your Visa Prepaid Card. In these circumstances, Indue will not charge an Account Closure Fee, Cancellation Fee or any transaction fee in respect of Indue returning any Value stored on your Visa Prepaid Card to you.

Any notice Indue is required to give to you concerning any change to these Conditions of Use may be given to you by:

  • a notice on electronic equipment (including the Website);
  • electronic mail (email) to your last known email address that you have advised to us;
  • press advertisements; or
  • a letter sent to your last known postal address that you have advised to us.

Any notice or document may be given by Indue or The Good Card sending it to your last known postal or email address. If the notice or document is sent to your last known postal address, it is taken to have been received on the date it would have been delivered in the ordinary course of the post.

A copy of the latest version of these Conditions of Use will be available at all times online at www.thegoodcard.com.au at no cost to view.

27. Anti-Money Laundering and Counter-Terrorist Financing

You acknowledge and agree that:

  • where required, you will provide to Indue all information reasonably requested by Indue in order for Indue to comply with the fraud monitoring and anti-money laundering and counter terrorism financing obligations imposed on us pursuant to the AML Legislation and Sanctions Legislation;
  • participation in the Visa scheme rules may impose other countries’ laws such as the US Patriots Act;
  • Indue may be legally required to disclose information about you to regulatory and/or law enforcement agencies;
  • Indue may block, delay, freeze or refuse any transactions where Indue in its sole opinion considers reasonable grounds exist to believe that the relevant transactions are fraudulent, in breach of the AML Legislation or Sanctions Legislation or any other relevant law;
  • where transactions are blocked, delayed, frozen or refused by Indue in accordance with this section 27, you agree that Indue is not liable for any loss suffered by you or third parties arising directly or indirectly as a result of Indue taking this action; and
  • where required, Indue will monitor all transactions, which arise pursuant to the use of your Visa Prepaid Card, in accordance with the obligations imposed on us in accordance with the AML Legislation and Sanctions Legislation.

28. Definitions

In these Conditions of Use, unless otherwise indicated:

AML Legislation means the Anti-Money Laundering and Counter Terrorism Financing Act 2006 (Cth) and its associated rules, regulatory guides and regulations, and any replacements of those documents from time to time.

ATM means automatic teller machine.

Beneficiary means a third party not-for-profit community group (school, sports club, arts centre, environmental care group etcetera), registered charity or not-for-profit organisation that you nominate as the recipient of all or part of any earned Cashback in accordance with The Good Card Program Terms and Conditions. Beneficiaries must be approved by and registered with The Good Card before you can nominate them as a Beneficiary. Refer to The Good Card Program Terms and Conditions for more information.

Business Day means a day that banking institutions are open in Brisbane, excluding Saturday, Sunday and public and bank holidays.

Cashback means a monetary rebate that you receive when you use your Visa Prepaid Card to make purchases from The Good Card’s approved in store and online Participating merchants and businesses, which can be shared with up to three Beneficiaries of your choice.

Distributor means The Good Card Pty Limited ABN 21 609 762 601.

Direct Credit (also known as Electronic Funds Transfer, or EFT or “Pay Anyone”) enables you, through your Australian financial institution’s internet banking platform, to load Value from your nominated account onto your Visa Prepaid Card using the account number and BSB associated with your Visa Prepaid Card (see the reverse side of your Visa Prepaid Card for the relevant account number and BSB associated with it).

eftpos means Electronic Funds Transfer Point of Sale.

eftpos device means an eftpos terminal at which payments can be made (for example, a terminal that a merchant has available in store at which a cardholder may make electronic payments using a prepaid card, such as your Visa Prepaid Card, that is acceptable to the merchant).

Electronic Banking Terminal means an eftpos device.

Electronic Transaction means a transaction: (i) initiated by your instruction to purchase goods and/or services using your Visa Prepaid Card and your PIN (or signature depending on the relevant authorisation requirement at the eftpos device); (ii) arising from use of your Visa Prepaid Card; or (iii) arising from the information stored on your Visa Prepaid Card.

Expiry Date means the expiry date printed on the front of your Prepaid Card.

Floor Limit means an amount above which a payment using an eftpos device requires approval by Indue in order for the transaction to be effected. Floor Limits are set by merchants’ financial institutions. 

Indue means Indue Limited ABN 97 087 822 464 being the issuer of the Visa Prepaid Card.

Participating merchant or business means an in store or online merchant or business that offers you Cashback under The Good Card Program as a predetermined percentage of the total purchase value when you use your Visa Prepaid Card at their in store point-of-sale terminal or through their online payment gateway. Refer to The Good Card Program Terms and Conditions for more information.

PIN means the Personal Identification Number required to be entered by you when using the Visa Prepaid Card for Electronic Transactions (except for transactions requiring a signature and transactions conducted over the internet or telephone). The PIN is set by you at the same time that you activate your Visa Prepaid Card and may be changed by you from time to time (refer to section 11).

Prepaid Card Limit means the total Value that may be stored on your Visa Prepaid Card at any one time, which as at the date of these Conditions of Use is $999.

Reloadable means that additional Value may be loaded (added) onto your Visa Prepaid Card from time to time in accordance with these Conditions of Use and provided that the Value stored on your Visa Prepaid Card does not exceed the Prepaid Card Limit.

Sanctions Legislation means the Charter of the United Nations Act 1945, Autonomous Sanctions Act 2011 (Cth), and all relevant rules and regulations, and any replacements of those documents from time to time.

The Good Card Program means the rewards program which allows you to earn Cashback from The Good Card participating merchants when you use your Visa Prepaid Card, as well as giving you the means to share your Cashback with your nominated Beneficiaries.

The Good Card Program Terms and Conditions means the terms and conditions applying to The Good Card Program, available at www.thegoodcard.com.au.

Unauthorised Transaction means a transaction made using your Visa Prepaid Card or Prepaid Card information by a person other than you, who does not have your authority to make the transaction and from which you receive no benefit.

Value means the monetary value stored on your Visa Prepaid Card from time to time (expressed in Australian Dollars).

Verified by Visa Participating Merchant means a merchant from whom online purchases can be made and who participates in the Verified by Visa program described in section 14.

Visa means Visa Worldwide PTE Ltd.

Visa payWave refers to the contactless method by which your Visa Prepaid Card may be used to complete a transaction by waving the Visa Prepaid Card over a merchant’s Visa payWave enabled point of sale terminal, without the need for a PIN or signature.

Visa Prepaid Card means the Visa reloadable prepaid card issued by Indue to you through The Good Card.

We, us, our means Indue.

Website means www.thegoodcard.com.au.

29. Interpretations

Reference to:

  • one gender includes the other;
  • the singular includes the plural and the plural includes the singular;
  • a party named in these Conditions of Use includes the party’s executors, administrators, successors and permitted assigns;
  • money is referring to Australian Dollars unless otherwise stated;
  • “including” and similar expressions are not words of limitation;
  • where a word or expression is given a particular meaning, other parts of speech and grammatical forms of that word or expression have a corresponding meaning;
  • headings and any table of contents or index are for convenience only and do not form part of these Conditions of Use or affect its interpretation;
  • if an act must be done on a specified day which is not a Business Day, it must be done on the next business day.

30. Parties

If a party consists of more than 1 person, the terms and conditions set out in these Conditions of Use bind each of them separately and 2 or more of them jointly and severally.

An obligation, representation or warranty in favour of more than 1 person is for the benefit of them separately and jointly.