Compensation System T&Cs

Travel Welfare Prepaid Mastercard® Card
Terms and Conditions of Use
1. The Card

1.1 These terms and conditions apply to any holder of this card (‘the card’). By using your card you are demonstrating your agreement to these terms and conditions.
1.2 The card is promoted by Travel Welfare Limited and issued by Wirecard Card Solutions Limited (“the issuer”), Registered Office: 3rd Floor, Grainger Chambers, 3-5 Hood Street, Newcastle upon Tyne. NE1 6JQ. Registered in England No. 07875693. Authorised and regulated in the UK by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900051).
1.3 The card will be provided in a stated currency. All references to that currency in these terms and conditions are relevant to you.
1.4 The card is an e-money product, and as such it is not covered by the Financial Services Compensation Scheme. In the unlikely event that Wirecard Card Solutions Ltd becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.
1.5 These terms and conditions are available online at You can request a copy of these terms and conditions at any point in their duration.

2. Definitions

In these terms and conditions, the following words and phrases have the meanings shown next to them:
ATM – means automatic teller machine or cashpoint facility or cash dispenser;
Business day – means a day between and including Monday to Friday, between 9am and 5pm (UK time) except for bank or public holidays in England and Wales;
Card – means your Travel Welfare Prepaid Mastercard (including any replacement card);
Card scheme – means Mastercard
Fees – a variety of charges that can be raised for purchase and ongoing use of the card;
PIN – means personal identification number i.e. the security number provided for use with the card;
Purse value – means the maximum value of funds that can be held with the card any one time;
Supplier – a retailer, merchant or other supplier of goods and/ or services which accepts payment by means of a card, card number, PIN or card and signature;
Summary Box – The section that includes notification of charges, limits and restrictions associated with the card;
Supplier’s bank – the merchant acquirer used by the supplier for the purposes of receiving payments arising from transactions.
Travel Welfare Card – means a card with the features set out in these Terms and Conditions
Verification of identity – means confirming personal identity and address of you by conducting electronic verification of your details or by you providing documentation of identity or by your employer providing verification of your identity;
We / us / our – means Wirecard Card Solutions Limited or co-brand partners acting on our behalf;
Year – 12-month period following the date when the card is issued to you and each subsequent 12-month period.
You / your – means the person/employee who has received the card and is authorised to use the card as provided under the terms of this Agreement.

3. Receiving and Activating your Card

3.1 You must sign your card as soon as you receive it. If you have received your card in the post it will need to be activated before you will be able to use it. Please activate your card and retrieve your PIN by calling +44 (0)1244 779618* and following the simple instructions.
3.2 If you have received your card at the airport then your card will already be activated and ready to use. Your PIN will be inside the packaging with your card. Please commit the PIN to memory as soon as possible and destroy the PIN panel inside.
3.3 It is important to memorise your PIN, your card will be disabled and the funds may be lost if you use the incorrect PIN 3 consecutive times. If you are unsure, please get a PIN reminder by calling +44 (0)1244 779618 and selecting option 2. If you enter an incorrect PIN 3 times and the card is blocked, please email with your name, telephone number and a short message and someone will respond within office hours.
3.4 You should treat your card like cash, if your card is lost or stolen, no refund or replacement will take place unless authorized by your airline.
3.5 By using the Prepaid Card you are agreeing to these terms and conditions.

4. Loading the card

4.1 Funds can only be loaded to your Card by the Airline
4.2 Funds cannot be loaded or accepted from any other source.
4.3 The Prepaid Card is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. However, in the unlikely event that WDCS becomes insolvent, funds that you have loaded are protected against claims made by creditors

5. Use of the card

5.1 The card is supplied to you as a compensation payment.
5.2 The card is a prepaid product which can be used to pay for goods and services at retailers that display the Card Scheme symbol. To use the card, present it at the time of payment.
5.3 When you receive your card by post, you must call +44 (0)1244 779618* and input the personal information to activate the card and retrieve your pin. If you have received your card at the airport, your card will already be activated and ready to use.
5.4 You must not make purchases that exceed the balance of funds available on your card. Your balance will be reduced by the amount of each purchase you make. If any purchase takes you over your available funds or the card limits in force the transaction will be declined.
5.5 You can use your card to make purchases in-store, via the internet or over the phone. The card can be used to obtain cash through ATMs. There is no cashback facility. This is not a debit card supported by a bank account, and is not in any way connected to a bank account. It is also not a guarantee card, charge card or credit card. Interest will not be earned on any funds loaded on to your card.
You must not use your card for:
5.5.1 pre-authorised regular payments;
5.5.2 transactions for cash including for example cash back, cash from a bank, money orders, traveller’s cheques, foreign exchange, or bureau de change, or
5.5.3 any illegal purposes.
5.6 Your card cannot be used in situations where it is not possible for the supplier to obtain online authorisation that you have sufficient balance for the transaction. For example: transactions on trains, ships, and some in-flight purchases.
5.7 We may stop, suspend or restrict your card or PIN on reasonable grounds relating to:
5.7.1 the security of your card, card number or PIN, and
5.7.2 the suspected unauthorised or fraudulent use of your card or PIN. We will, if possible, inform you before stopping, suspending or restricting your card or PIN that we intend to do so and the reasons for doing this. If we are unable to do so then we will inform you immediately afterwards. The requirement to inform you does not apply where it would compromise reasonable security measures or it would be unlawful to do so.
5.8 We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the card. We are not liable for the failure of any merchant to honour the card.
5.9 We will not issue the main card under these terms and conditions to anyone under the age of 18 years old.

6. Transactions

6.1 You agree that any use of your card, card number or PIN constitutes your authorisation and consent to a transaction.
6.2 The time of receipt of a transaction order is when it is received by us. If a transaction order is received after 4pm on a business day, then it will be deemed to have been received on the next business day. If receipt does not fall on a business day, then it will be deemed to have been received on the next business day.
6.3 You cannot stop a transaction after it has been transmitted to us by giving your consent to the transaction, or once you have given your consent to the supplier for a pre-authorised payment.
6.4 We may refuse a transaction. We may do this if the relevant phone or computer link is busy. We may also do this if:
6.4.1 a transaction might take you over your available funds on the card; or
6.4.2 a transaction might take you over any of your card limits; or
6.4.3 We reasonably believe that we need to do so to keep to the rules of the payment system under which your card is issued, or
6.4.4 We reasonably believe that it is necessary to do so to comply with any law or as a matter of good practice
6.5 For card-based payment transactions where you do not know the exact amount of the payment transaction at the time you authorise it, we will not block funds on your payment instrument unless you authorise the exact amount to be blocked. This could be the case for payments you make at hotels or at fuel stations for example.
We shall release any blocked funds without undue delay as soon as we are aware of the exact amount of the payment transaction and immediately after receipt of the relevant payment order

7. Foreign currency transactions

7.1 The card can be used for transactions which are not in the currency of the card although a fee will be applied for doing so.
7.2 If you make a transaction in a currency other than the currency of the card we will change the amount into the currency of the card at the wholesale market rate or any rate that a government may set. We will charge a service charge (commission), see Summary Box.
7.3 Exchange rates may change, and the exchange rate which applies on the date that you make your transaction may not be the same as the exchange rate we use on the date that we convert the transaction charge and deduct the service charge from your balance. The exchange rate applied will include this service charge.

8. Checking your balance

8.1 To check the available balance of your card or to review transactions visit and select the ‘Check My Balance’ tab.
8.2 You can also check the balance on your card at any ATM that displays the Mastercard Acceptance Mark.

9. When your card expires

9.1 The card’s expiry date is printed on the card. You must not use the card after its expiry date
9.2 The card will show an expiry date of approximately 5 years. However due to the specific nature of the compensation, the issued funds will only be valid and available to spend for 6 months from the date of card issue. The date of issue can be found on the card carrier you received with your card.
9.3 Any funds that remain on the card after the 6 month validity period will be lost.

10. Liability

10.1 You must sign your card as soon as you receive it and keep it safe. You must always make sure that you:
10.1.1 do not allow anyone else to use your card;
10.1.2 Treat your card like cash, if your card is lost or stolen you may lose some or all of the money on it
10.1.3 do not reveal your PIN and never write down your password(s), PIN or any security information you have given us unless you do this in a way that would make it impossible for anyone else to recognise any of that information;
10.1.4 it is important to memorise your PIN, your card may be disabled and the funds lost if you use the incorrect PIN 3 consecutive times.
10.1.5 only release the card, card number or PIN to make a transaction.
10.2 If your card is lost or stolen or someone else finds out the PIN or if you think your card, card number or PIN may be misused, you must:
10.2.1 Call us without undue delay on +44 (0)1753 775961* (we have a 24-hour service) so that we can stop your card and PIN;
10.2.2 if we ask, write to us within seven days to confirm the loss, theft or possible misuse (the address is Card Services, PO Box 67528, London, EC2P 2HU), and
10.2.3 stop using the card, card number or PIN immediately..
10.2.4 If your card is used without your permission, or is lost, stolen or if you think the card may be misused, we may disclose to law enforcement agencies, any information which we reasonably believe may be relevant.
10.3 We will not be liable for:
10.3.1 any abnormal or unforeseeable circumstances outside our reasonable control (for example, a failure of computer systems which happens for reasons outside our reasonable control or any industrial action which happens for reasons outside our reasonable control) if this prevents us from providing the usual service;
10.3.2 any person refusing to accept or honour (or delays in accepting or honouring) your card, card number or PIN, or
10.3.3 any cash dispenser failing to issue cash. We will not be liable for the way in which you are told about any refusal or delay.
10.4 In case of errors or disputes about transactions, please contact us via the website and complete the online enquiry form email.

11. Altering these terms and conditions

11.1.1 If we change these terms and conditions, the new terms and conditions will be available at from the date the change takes place.

12. Ending this agreement

12.1.1 We may terminate this agreement at any time. Unless there are exceptional circumstances we will give you 2 months’ prior written notice.

13. General

13.1.1 By entering this agreement, you agree that we may use your information in accordance with the ‘How we use your information’ section of these terms and conditions, as set out in condition 16.
13.2 We may monitor and/or record telephone calls between you and us or service providers.
13.3 We may transfer our rights or obligations under this agreement or arrange for any other person to carry out its rights or obligations under this agreement. You may not transfer any of your rights or obligations under this agreement.
13.4 We can delay enforcing rights under this agreement without losing them.
13.5 If we cannot enforce any paragraph, condition or part of a paragraph or condition under this agreement, it will not affect any of the other paragraphs, conditions or the other part of the paragraph or condition in this agreement.
13.6 This agreement is governed by the law of England and Wales. The language of this agreement is English and all notices and information given under this agreement will be in English.

14. Payment services information

14.1 This condition 14 only applies if the supplier’s bank is located within the European Economic Area (EEA) and the payment services being carried out are transacted in Euro, or another currency of an EEA member state.
14.2 We will ensure that a transaction you make is credited to the supplier’s bank, or that returned funds following redemption or cancellation are credited to your bank by the end of the business day following the day on which the transaction order is received.
14.3 If you use your card or provide your card details to a supplier to make a transaction before you know the amount which is going to be charged to your card, then you may be entitled to request a refund if the amount is unexpectedly large, provided that you tell us within eight weeks from the date the transaction is deducted from your balance but you will NOT be entitled to a refund if you have been told by us, or the supplier, of the amount of that transaction at least four weeks before the transaction is due to be deducted from your balance, and you consented to the transaction.
14.4 On receipt of such a request under clause 15.3, we may require you to provide us with the information to ascertain whether the conditions in clause 15.3 have been met. Within 7 days of receiving a request from you under condition 15.3 or of receiving any additional information required under this paragraph, we will provide a refund or justify why we are refusing the request.
14.5 We are liable for the correct execution of the transaction unless we can prove that the transaction was received by the supplier’s bank, in which case the supplier’s bank is liable to the supplier. You may request that we make immediate efforts to trace an incorrectly executed transaction and notify you of the outcome.
14.6 When a supplier initiates a transaction it is the supplier’s bank which is liable for the correct transmission of the relevant details to us. If the supplier’s bank can prove that it is not responsible for a transaction which has failed or has been incorrectly executed, we will be responsible to you.
14.7 If we are responsible for an incorrect amount of a transaction being deducted from your balance, we will correct the error. If we are responsible for a transaction being deducted from your balance which you did not authorise, we will refund the amount of the transaction to your balance and treat the transaction as if it had never occurred. You must inform us of an unauthorised or incorrect transaction as soon as possible so that we can make reasonable efforts to recover the funds. If you do not do so, we may not be able to recover the funds.
14.8 We are not liable if you incorrectly identify the supplier under a transaction. In such a case, we will make reasonable efforts to recover the funds involved

15. Complaints and how to contact us

15.1 If you would like to make a complaint, or contact us for any other reason connected to these terms and conditions please write to Card Services, PO BOX 67528, London, EC2P 2HU. Alternatively, you can email us at We have procedures in place to make sure that we handle your complaint fairly and quickly. We will try to resolve any complaints you have about your payment instrument or the service we provide to you within 15 business days of receiving your complaint and in exceptional circumstances, within 35 business days (and we will let you know if this is the case). However, if you are not satisfied with the outcome of your complaint, you can write to the Financial Ombudsman Service at Exchange Tower, London E14 9SR or call 0800 023 4567 or 0300 123 9123. If you are calling from outside the UK please dial +44 20 7964 0500 (call charges from outside the UK may vary) or email at or visit website address: for more details.

16. How we use your information

16.1.1 You have certain rights to receive a copy of any information we hold about you. Please write to: Card Services, PO Box 67528, London, EC2P 2HU. We may charge you for this service.
16.2 When you have an agreement with us we may use the following types of information about you:
16.2.1 information you give us or we already hold about you, including any phone number you call us from, which we may record;
16.2.2 information we receive when making a decision about your application or agreement,
16.2.3 information (including details of payments and transactions) we may hold about any managed account or policy which you hold with or through us, and
16.3 We will process, use, manage, control, release and record information about you to:
16.3.1 manage your accounts and policies, and manage any application, agreement or correspondence you may have with us;
16.3.2 carry out, monitor and analyse our business;
16.3.3 contact you by post, by phone or in another way about other products and services which we consider may interest you – unless you tell us that you prefer not to receive direct marketing;
16.3.4 fight fraud, money-laundering, terrorism and other crimes, and
16.3.5 keep to any laws or regulations in any country
16.4 We may reveal information about you:
16.4.1 to any person working for us or our co-brand partners;
16.4.2 to fraud prevention agencies;
16.4.3 to any organisation which backs any of our products which you hold;
16.4.4 to any payment system under which we issue your card;
16.4.5 if a payment is processed through a worldwide payment system, to certain authorities in order to detect and prevent terrorism (including authorities outside the UK);
16.4.6 to any person to whom we transfer any of our rights or obligations under any agreement we may have with you, and
16.4.7 to anyone you authorise us to give information about you to.
16.5 Processing your information, as described above, may involve sending it to other countries outside of the EEA including the United States of America. In such circumstances, we are responsible for making sure that your information continues to be protected.
16.6 We will keep information about you for only as long as we need to or is required to meet legal obligations.


This table summarises key product features and information and is not intended to replace the terms and conditions of the product. The fees’ limits and restrictions that apply to each card are set out below.





Card/Account Limits

Daily ATM Withdrawal Limited




Value of purchases allowed per day

Full balance of card*

Full balance of card*

Full balance of card*

Transaction Fees

**Your airline will cover the cost of the card and the first 2 ATM withdrawals and also the first 5 Point of Sale transactions, transaction fees after this FREE allowance will be chargeable at the below rates.

In-Currency Purchase**




Out-Of-Currency Service Charge




FX Padding Rate




ATM Withdrawal




ATM Balance Enquiry




Over the counter withdrawal





Card Funds Validity Period

6 months

6 months

6 months

Your card will show an expiry date of approximately 5 years, however due to the specific nature the payment has been issued your funds will only be valid for 6 months from the date of card issue.  The date of issue can be found on the letter/packaging you received your card on, it is important to keep this to refer back to. We recommend that you spend all the funds on your card before the end of the 6 month validity period as any funds left on the  card after this date will be lost.
*Full balance of card will be dependent on the compensation awarded to you.


Important Telephone Numbers:

*The Card Activation and PIN retrieval telephone number +44 (0)1244 779618 is available 24 hours a day, 7 days a week, calls to this number are charged at your standard network rate.

*The Lost and stolen line +44 (0)1753 775961, is available 24 hours a day, 7 days a week, calls to this number will be changed at your standard network rate.

Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The Card is issued by Wirecard Card Solutions Ltd (“WDCS”) pursuant to license by Mastercard International Inc. WDCS is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051)