“Agreement” means these terms and conditions together with the SONA Service Terms and the SONA Privacy Policy in accordance with 1.1.

“AISP” means account information service provider, which provides account information services (i.e. online services providing consolidated information on one or more payment accounts held by You with another payment service provider or with more than one payment service provider).

“Available Funds” means at any given time any unspent funds loaded onto Your SONA Card which is available to pay for transactions and fees and charges payable under this Agreement.

“Business Day” means any day other than a Saturday, Sunday or national public holiday on which banks are open for business in Gibraltar and the UK.

“Commencement Date” means the date You activate the SONA Card.

“Contactless” means a payment feature that provides cardholders with a way to pay by tapping the SONA Card on a point-of-sale terminal reader for transactions of up to a specified limit.

“EEA” mean the European Economic Area.

“Expiry Date” means the date printed on Your SONA Card which is the date Your SONA Card will cease to work.

“SONA Card”, or “SONA Prepaid Debit Card” means an electronic money card issued by Us to You.

“SONA App” refers to the mobile application used to manage the SONA Card.

“PIN” means your unique personal identification number which is provided to You for use with Your SONA Card.

“UPI” (Unique Personal Identifier) means the information We use to identify the payee when executing payment orders (for example, Your SONA account number).

“We” “Us” or “Our” means IDT Financial Services Limited (IDTFS), or School Of New Africa Ltd (SONA) acting on its behalf

“Website” means our website at www.schoolofnewafrica.com

“You” or “Your” refers to the account holder and all associated cardholders.

1.1 This Agreement sets out the general terms and conditions that apply to the SONA Prepaid Debit Card. It forms an Agreement between You and Us governing the possession and use of the SONA Card. By using the SONA Card or activating it (see clause 2.3 below) You agree to the terms and conditions in the Agreement. Copies of this Agreement can be found on the Website or by contacting Our SONA Help team in accordance with clause 15. This Agreement should be read in conjunction with the SONA Service Terms and the SONA Privacy Policy which set out further terms and information in relation to your use of the SONA Card.

1.2 SONA Cards are issued by IDT Financial Services Limited pursuant to a license from MasterCard International Incorporated. IDT Financial Services Limited is regulated and authorised by the Gibraltar Financial Services Commission. Registered Office: 57-63 Line Wall Road, Gibraltar. Registered No. 95716. At all times the SONA Card remains the property of IDT Financial Services Limited.

1.3 The production of the Cards and the technology systems required to operate the Cards areprovided by School Of New Africa Ltd whose registered office is at 17a Electric Lane, Brixton, London, England, SW9 8LA, and whose company number is 13787499. SONA also provides support for SONA Card users as set out in the clauses below.

1.4 This Agreement will commence on the Commencement Date subject to clause 1.5 and will terminate in accordance with clause 10. This Agreement and all communications between Us and You shall be in the English language.

1.5 We reserve the right to refuse Your application to activate the Card if the results of the checks carried out pursuant to clause 3 or otherwise give Us reason to suspect You of being involved in or intending to use the Card for money laundering, terrorist financing, fraud or other illegal activity. If We refuse You activation and use of the Card, We will inform You of the refusal but may not inform You of the reason for the refusal.

1.6 In some cases, the SONA Prepaid Mastercard Card will be distributed by one of Our commercial partners, for example in exchange for electronic goods. Whilst Our commercial partner may distribute the SONA Card, this Agreement is separate and distinct from any agreement You may have with Our commercial partner.

2.1 The SONA Card is a prepaid payment card which may be used to pay for goods and services at participating retailers that accept Mastercard cards. It is designed for use in shops and retail locations where You are physically present or for online and other distance purchases. Like any payment card, We cannot guarantee that a particular retailer will accept the SONA Card - please check with the retailer before attempting the transaction if You are unsure. You will not be able to use Your Card to make any purchases from some retailers; such retailers have been blocked by Our systems in order to prevent the potential use of cards for unauthorised or unlawful activity.

2.2 The SONA Card is an electronic money (e-money) product regulated by the Gibraltar Financial Services Commission (GFSC). It is a prepaid card not a credit card and is not linked to Your bank account. You must ensure that You have sufficient Available Funds on the SONA Card to pay for each purchase, payment or cash withdrawal using the SONA Card. The SONA Card is intended for use as a means of payment, and funds loaded onto the SONA Card do not constitute a deposit.

You will not earn interest on the balance of the SONA Card. The SONA Card will expire on the Expiry Date and will be automatically renewed if Your SONA subscription payments are up to date and Your account is in good order. Please check clause 8 of this Agreement for further information.

2.3 When You receive Your SONA Card, it will be issued to You in an inactive state. You will need to activate it prior to use by following the instructions provided with the SONA Card. If You don't activate Your SONA Card, any transactions that You attempt to carry out will be declined.

3.1 The SONA Card is a financial services product, and We are therefore required by law to hold certain information about Our Members. We use this information to administer Your SONA Card, and to help Us identify You and Your SONA Card in the event that it is lost or stolen. We only keep this information as long as is necessary and for the purposes described. Please see clause 17 for more information.

3.2 We need to know that you are at least 18 years old and a UK resident before you can be issued with a SONA Parent Account and provide a SONA Child Account and Card to your child. We may require evidence of who You are and of Your address. We may ask You to provide some documentary evidence to prove this and/or We may carry out checks on You electronically.

3.3 When We carry out these checks, Your personal information may be disclosed to credit reference agencies and fraud prevention agencies. These agencies may keep a record of the information and a footprint may be left on Your credit file, although the footprint will denote that the search was not a credit check and was not carried out in support of a credit application. It is an identity check only, and will therefore have no adverse affect on Your credit rating.

3.4 The activation of the SONA Card will indicate to Us that You consent to the checks described in this Agreement being undertaken.

3.5 Where permitted, You as the account-holder may request additional SONA Cards linked to Your SONA account. You authorise Us to issue SONA Cards and PINs to the additional cardholders and You authorise each additional cardholder to authorise transactions on Your behalf. You remain responsible for any fees, transactions, use or misuse of any SONA Card or additional SONA Card requested by You.

4.1 The fees and charges associated with this Account form an integral part of this Agreement. All fees and charges are described below and may also be found on the Website or issued upon request by contacting Our customer support team in accordance with clause 15 on 0800 861 1064 or by emailing support@schoolofnewafrica.com You should be aware that other taxes or costs may exist that are related to the Card but are not paid via Us or imposed by Us.

4.2 By using Your Account and Prepaid Card You agree to pay all applicable fees per Account as set out below:

5.1 A SONA Card may only be used by the child for whom the SONA Card was ordered. The SONA Card(s) are non-transferable, and you are not permitted to allow any other person to use your Child’s SONA Card, for example, by disclosing the PIN or allowing them to use the Card to purchase goods. Prior to use, the SONA Card should be signed by your child on the signature strip located on the back.

5.2 We will be entitled to assume that a transaction has been authorised by You where either:

5.2.1 the SONA Card PIN was entered or a sales slip was signed;

5.2.2 relevant information was supplied to the retailer that allows them to process the transaction, for example providing the retailer with the 3-digit security code on the back of Your SONA Card in the case of an internet or other non face-to-face transaction; or

5.2.3 Where Your SONA Card is Contactless enabled, tapped against a Contactless-enabled reader and accepted by such reader.

5.3 Normally, We will receive notification of Your authorisation by way of an electronic message in line with the rules and procedures of the payment scheme (Mastercard network). Once you have authorised a transaction, the transaction cannot be stopped or revoked. However, You may in certain circumstances be entitled to a refund in accordance with clauses 13 and 14.

5.4 On receipt of notification of Your authorisation, normally We will deduct the value of the transaction, plus any applicable fees and charges, from the Available Funds on the SONA Card. The transactions will be executed as follows:

5.4.1 Within the European Economic Area We will execute any transaction by transferring the amount of the transaction to the payment service provider of the specific retailer by the end of the next Business Day following the receipt of the payment order. We will do this for transactions:

5.4.1.1 in euro;

5.4.1.2 in sterling or Gibraltar pounds within Gibraltar or between Gibraltar and the United Kingdom in sterling; or

5.4.1.3 involving only one currency conversion between the euro and sterling, provided that the required currency conversion is carried out in Gibraltar and, in the case of crossborder transactions, the cross-border transfer takes place in euro.

5.4.2 Any other transactions within the European Economic Area will be executed no later than 4 Business Days following the receipt of the payment order.

5.4.3 If the payment service provider of the retailer is located outside the EEA, We will execute the transaction as soon as possible.

5.4.4 The payment order will be received when We receive it from the retailer’s payment service provider, automated teller machine (ATM) operator or directly from You. If We receive the payment order on a non-Business Day or after 4:30 pm on a Business Day, it will be deemed received by Us on the following Business Day.

5.5 Under normal circumstances, if any payment is attempted that exceeds the Available Funds on the SONA Card the transaction will be declined. In certain circumstances, a transaction may take Your SONA Card into a negative balance – this will normally be where the merchant has failed to seek authorisation for the transaction. In these cases, We will attempt to recover some or all of the money from the merchant if We can, providing that We are satisfied that You have not deliberately used the SONA Card in the manner that would result in a negative balance. We will deal with such instances on a case by case basis, but where there is a negative balance on Your SONA Card, We may require You to make up the shortfall and, until there are Available Funds on Your SONA Card, We may restrict or suspend the use of Your SONA Card.

5.6 The SONA Card may be used in full or part payment for purchases. In the case of part payment, the cardholder will be required to pay the outstanding amount of the purchase by an alternative means, for example, cash or debit card or credit card.

5.7 You are able to use Your SONA Card to enable Contactless transactions. When using Your SONA Card for Contactless transactions, a maximum limit will apply. The limit is regulated by Mastercard and may vary from time to time. We will advise You what the limit is and of any changes to the limit on Our Website.

5.8 If You use Your SONA Card for a transaction in a currency other than the currency that the SONA Card is denominated in, the transaction will be converted to the currency that the SONA Card is denominated in by the Mastercard scheme network at a rate set by Mastercard International Incorporated. https://www.mastercard.com/global/currencyconversion The exchange rate varies throughout the day and is not set by Us, therefore We are not responsible for and cannot guarantee You will receive a favourable exchange rate. You can ask Us for information about the exchange rate used after the transaction has been completed by contacting Our Customer Service team in accordance with clause 15. You will also be notified of any applicable exchange rate for each transaction in Your online account, which is updated daily.

5.9 Normally, We will be able to support transactions 24 hours per day, 365 days per year. However, We cannot guarantee this will be the case, and in certain circumstances – for example a serious technical problem – We may be unable to receive or complete transactions.

6.1 You must ensure that You have sufficient Available Funds on Your SONA Card to pay for each purchase, payment or cash withdrawal using the SONA Card.

6.2 The SONA Card is not linked to a bank deposit account and is not a cheque guarantee card, charge card or credit card, nor may it be used as evidence of identity.

6.3 The SONA Card may not be used for preauthorised regular payments, for gambling, or for any illegal purposes. The SONA Card may not work to pay for car hire or to pay for hotel accommodation. Furthermore, certain types of transactions may be blocked when a merchant has classified themselves as a Dating and Escort Service, Massage Parlour, Off-licence, Alcoholic Drinking Place, Cigar store or stand, Inbound Teleservices Merchant.

6.4 You may reload subject to the loading limits detailed on Our Website www.schoolofnewafrica.com For the purposes of preventing fraud, money laundering, terrorist financing or any other financial crime We reserve the right to vary these limits and to decline any reload at any time. The applicable Top Up Administration fee or Load Administration fee applies as set out in clause 4. The SONA Card may only be loaded via channels that We approve. The type and nature of these load channels will depend on the commercial relationship We have with Our partners. We will describe these load channels applicable to Your SONA Card on Our Website, however should You have any questions about ways to load Your SONA Card please contact Our SONA Help team in accordance with clause 15.

6.5 Spending limits apply to the Card. For details, see Our Website.

7.1 We will email You when your monthly statement is available for download in the SONA app setting out: a reference enabling You to identify each transaction; the currency in which Your Card is debited; the amount of any transaction charges including their break down, where applicable; the exchange rate used in the transaction by Us and the amount of the transaction after the currency conversion, where applicable; and the transaction debit value date. If there are no transactions on the Card for more than a month then we will not provide you with a statement.

7.3 You may require the information specified in clause 7.1 above to be made available as specified in clause 7.2 instead (in the SONA App). If You chose to do so, You must separately agree in the SONA app.7.2 You will need access to the internet to manage the Card. You may check the balance and Available Funds on Your SONA Card or view a statement of recent transactions, which will be updated daily, by logging into the SONA App.

8.1 Your SONA Card will expire on the Expiry Date. On that date, subject to clause 8.2 below, this Agreement will terminate in accordance with clause 10, the SONA Card will cease to function and You will not be entitled to use the SONA Card. If your card is not renewed in accordance with clause 8.2 you should redeem your Available Funds in accordance with clause 9.

8.2 Provided your SONA Subscription fees are up to date, your account is in good order and the programme is still actively issuing cards, We may issue a new SONA Card to You shortly before the Expiry Date, however We are not obligated to do so, and may elect not to issue a replacement SONA Card at Our sole discretion. If we do issue a new Card, a new Expiry Date will apply and the new Card will expire on that Expiry Date.

8.3 Any arrangements for the issue of a replacement SONA Card in accordance with clause 8.2 above, will be described on Our Website and in the SONA App. The “cooling off” period described in clause 9 will not apply to any replacement SONA Card issued by Us. If you do not wish to receive a replacement Card, you may terminate the Agreement free of charge as set out in clause 10.3.

8.4 Although the initial duration of the Agreement expires on the Expiry Date, due to the fact that it is possible for the Agreement to be extended, as set out in clause 8.2, We will treat the Agreement as an indefinite Agreement for the purposes of payment regulation and will not charge You a Parent Wallet Refund fee if you terminate the Agreement before the Expiry Date. Your right to cancel the Agreement in clause 10.3 remains unaffected.

9.1 You are entitled to a 14-day “cooling off" period from the Commencement Date during which You may cancel Your SONA Card. Should You wish to cancel Your SONA Card and this Agreement during the “cooling off” period, please contact the SONA Customer Service team within 14 days of activating the SONA Card and a full refund of any fees paid to date will be made to You. If You have used the Card, You will not be entitled to a refund of any funds that have been spent, including any associated fees.

9.2 Following the end of the “cooling off” period in clause 9.1 above, You may terminate this Agreement in accordance with clause 10.3 and redeem all of the Available Funds on the Card by contacting Our Customer Services team in accordance with clause 15. Upon the Expiry Date and termination of the Agreement, You may redeem all of the Available Funds on the Card free of charge. Before termination and during Your Agreement with Us You may redeem some or all of the Available Funds by contacting Our Customer Services team in accordance with clause 15, in which case You will be charged a Customer Funds Redemption fee in accordance with clause 4. We will deduct any Customer Funds Redemption fee payable to Us from the Available Funds on the Card and will normally make an electronic transfer to a bank account that You nominate for the amount of the remaining (or requested) Available Funds on the Card following the deduction of the Customer Funds Redemption fee. We will not complete Your redemption request if We believe You have provided false information, We are concerned about the security of a transaction, if Your Card is not in good standing, or if there are insufficient Available Funds to cover the Customer Funds Redemption fee.

9.3 If You request redemption of the entire remaining balance in accordance with clause 9.2, We will assume that it is Your intention to terminate this Agreement and will cancel Your SONA Card.

9.4 If for any reason You have some Available Funds left following the termination of the Agreement, You may redeem them in full up to 6 years following the termination. We will notify You one month in advance that We will start charging You an Expired Card Maintenance Fee for maintaining the funds in accordance with Clause 4 and a Customer Funds Refund Fee if You request redemption more than one year after the termination.

9.5 If you wish to cancel after ordering the Card but have not yet activated the Card, please simply return the Card without activating it to SONA, 17a Electric Lane, Brixton, London, SW9 8LA. Once we receive the Card, We will cancel the order and no payment will be due.

10.1 Subject to clauses 10.2 and 10.3, this Agreement will terminate on the Expiry Date subject to:

10.1.1 a replacement Card being issued to You on or before the Expiry Date of Your Card in accordance with clause 8.2; or

10.1.2 a request for cancellation by You and/or redemption by You of the entire remaining balance on Your SONA Card in accordance with clause 9.2 above.

10.2 We may terminate this Agreement and inform You of the termination immediately unless prohibited by law:

10.2.1 if You breach an important part of this Agreement, or repeatedly breach the Agreement and fail to resolve the matter within 10 days, or use Your SONA Card or any of its facilities in a manner that We reasonably believe is fraudulent or unlawful;

10.2.2 if You act in a manner that is threatening or abusive to Our staff, or any of Our representatives; or

10.2.3 if You fail to pay fees or charges that You have incurred or fail to put right any shortfall on the balance of Your SONA Card. We may also terminate the Agreement for no or any reason, including the reasons above, by giving You two months’ notice.

10.3 You may terminate the Agreement at any time free of charge by contacting Us using the contact details in clause 15.1.

10.4 If the Agreement terminates We will cancel Your SONA Card and You must tell Us as soon as practicable what You want Us to do with any unused Available Funds on Your SONA Card by emailing us at support@schoolofnewafrica.com .

11.1 We will assume that all transactions entered into by You with Your SONA Card or SONA Card details is made by You unless You notify Us in accordance with clause 14.1.

11.2 You are responsible for keeping Your SONA Card and its details safe. This means You must take all reasonable steps to avoid the loss, theft or misuse of the SONA Card or details. Do not disclose the SONA Card details to anyone except where necessary to complete a transaction. You should be happy that the retailer or service provider is genuine and has taken adequate steps to safeguard Your information before proceeding with the transaction and supplying them with the physical SONA Card or details.

11.3 You must keep Your PIN safe at all times. This includes:

11.3.1 never writing Your PIN on Your Card or on anything You usually keep with Your Card;

11.3.2 keeping Your PIN secret at all times, including by not using Your PIN if anyone else is watching; and

11.3.3 not disclosing Your PIN to any person.

Failure to comply with this may be treated as gross negligence and may affect Your ability to claim any losses. Never communicate Your PIN or SONA Card number to anyone in writing This includes printed messages, e-mails and online forms.

12.1 If You lose Your SONA Card or it is stolen or damaged, or You suspect it has been used by someone else, as soon as You become aware of this please if possible block the SONA Card using the SONA App and then You must notify Us of this without undue delay by telephoning Our Customer Service team in accordance with clause 15 of this Agreement. You will be asked to provide Your SONA account number and other information to verify that You are the authorised cardholder. Following satisfactory completion of the verification process, We will then immediately permanently block any lost or stolen SONA Card to prevent unauthorised use and cancel any damaged SONA Card to prevent further use.

12.2 After You have notified Us of the loss, theft or risk of misuse, and providing that We are able to identify Your SONA Card and satisfy certain security checks, We will issue a replacement SONA Card and/or PIN to You. Certain fees may apply for the re-issue of a lost or stolen card, please see clause 4 for further details. The “cooling off” period described in clause 9 does not apply to replacement SONA Cards.

13.1 We are not responsible for the safety, legality, quality or any other aspect of the goods and services purchased with the SONA Card.

13.2 Where a retailer provides a refund for any reason (for example, if You return the goods as faulty) it can take several days for the notification of the refund and the money itself to reach Us. As such, please allow 5-10 days from the date the refund was carried out for the refund to be applied to Your SONA Card.

14.1 If You believe You did not authorise a particular transaction or that a transaction was incorrectly carried out, in order to get a refund You must contact Our Customer Services team without undue delay - as soon as You notice the problem, and in any case no later than 13 months after the amount of the transaction has been deducted from the Card. We will as soon as practicable, and in any event no later than the end of the Business Day following the day on which We become aware of the unauthorised transaction, refund any unauthorised transaction and any associated transaction fees and charges payable under this Agreement subject to the rest of this clause 14, except in cases where We have a reasonable suspicion that You have acted fraudulently, in which case We will conduct an investigation as quickly as possible and notify You of the outcome. If the investigation shows that the transaction was indeed unauthorised, we will refund You as set out above in this clause 14.1.

14.2 If a transaction initiated by a retailer (for example, this happens when You use Your Card in a shop) has been incorrectly executed and We receive proof from the retailer's payment service provider that We are liable for the incorrectly executed transaction, We will refund as appropriate and immediately the transaction and any associated transaction fees and charges payable under this Agreement. We are not liable for any incorrectly executed transactions if we can show that the payment was actually received by the retailer’s payment service provider, in which case they will be liable. We execute transactions in accordance with the transaction detail received. Where the detail provided to us is incorrect, we will not be liable for incorrectly executing the transaction, but we will make reasonable efforts to recover the funds involved. In such a case we may charge you a reasonable fee to cover our administration costs, of which we will notify you in advance.

14.3 If You receive a late payment from another payment service provider (e.g. a refund from a retailer's bank) via Us, We will credit Your Account with the relevant amount of any associated fees and charges so that You will not be at a loss.

14.4 Subject to the rest of this clause 14, We will limit Your liability to £35 for any losses incurred in respect of unauthorised transactions arising from the use of a lost or stolen Card, or the misappropriation of the Card's details, except where:

14.4.1 the loss, theft or misappropriation of the Card was not detectable by You before the unauthorised transaction took place (unless you acted fraudulently, in which case You are liable for all losses incurred in respect of the unauthorised transaction), or

14.4.2 the loss was caused by acts or omissions of one of Our employees or agents, in which case You are not liable for any losses.

14.5 You will be liable for all losses incurred in respect of an unauthorised transaction if You:

14.5.1 have acted fraudulently; or

14.5.2 have intentionally or with gross negligence failed to:

14.5.2.1 look after and use Your SONA Card in accordance with the Agreement; or

14.5.2.2 notify Us of the problem in accordance with clause 12.1.

14.6 Except where You have acted fraudulently, You will not be liable for any losses incurred in respect of an unauthorised transaction:

14.6.1 which arise after Your notification to Us;

14.6.2 where You have used the SONA Card in connection with a distance contract, for example, for an online purchase; or

14.6.3 where We have failed to provide You with the appropriate means of notification, as found in clause 12.1.

14.7 Depending on the circumstances, Our Customer Services team may require You to complete a dispute declaration form. We may conduct an investigation either before or after any refund has been made. We will let You know as soon as possible the outcome of any such investigation. If Our investigations show that any disputed transaction was authorised by You or You may have acted fraudulently or with gross negligence, We may reverse any refund made and You will be liable for all losses We suffer in connection with the transaction including but not limited to the cost of any investigation carried out by Us in relation to the transaction. We will give You reasonable notice of any reverse refund.

14.8 In certain circumstances, a transaction will be initiated but not fully completed. Where this happens, this may result in the value of the transaction being deducted from the SONA Card balance and therefore unavailable for use – We refer to this as a “hanging authorisation” or “block”. In these cases our system automatically cancels hanging authorisations after 10 days. If funds are still blocked after 10 days, You will need to contact Our SONA Help team in accordance with clause 15 and present relevant evidence to show that the transaction has been cancelled or reversed.

14.9 In certain circumstances, We may without notice refuse to complete a transaction that You have authorised. These circumstances include:

14.9.1 if We have reasonable concerns about the security of Your SONA Card or We suspect Your SONA Card is being used in a fraudulent or suspicious manner;

14.9.2 if there are not sufficient Available Funds to cover the transaction and all associated fees at the time that We receive notification of the transaction;

14.9.3 if there is an outstanding shortfall on the balance of Your SONA Card;

14.9.4 if We have reasonable grounds to believe You are acting in breach of this Agreement;

14.9.5 if there are errors, failures (mechanical or otherwise) or refusals by merchants, payment processors or payment schemes processing transactions; or

14.9.6 if We are required to do so in order to comply with the law.

14.10 Unless it would be unlawful for Us to do so, where We refuse to complete a transaction for You in accordance with clause 14.9 above, We will notify You as soon as reasonably practicable of the refusal and the reasons for the refusal, together where relevant, with the procedure for correcting any factual errors that led to the refusal.

14.11 We may suspend Your SONA Card, in which case You will not be able to use it for any transactions, if We have reasonable concerns about the security of Your SONA Card or We suspect Your SONA Card is being used in a fraudulent or unauthorised manner. We will notify You of any such suspension in advance, or immediately after if this is not possible, and of the reasons for the suspension unless to do so would compromise reasonable security measures or otherwise be unlawful. We will lift the suspension and, where appropriate, issue a new SONA Card free of charge as soon as practicable once the reasons for the suspension cease to exist.

14.12 This clause 14.12 applies when you use AISP services. We may deny an AISP access to Your emoney Account connected to Your Card for reasonably justified and duly evidenced reasons relating to unauthorised or fraudulent access to Your Account by that AISP. If We do deny access in this way, We will notify You of the denial and the reason for the denial in advance if possible, or immediately after the denial of access, unless to do so would compromise reasonably justified security reasons or is unlawful. We will allow AISP access to Your Account once the reasons for denying access no longer apply.

14.13 You may also be entitled to claim a refund for a transaction that You authorised provided that:

14.13.1 Your authorisation did not specify the exact amount when You consented to the transaction; and

14.13.2 the amount of the transaction exceeded the amount that You could reasonably have expected it to be taking into account Your previous spending pattern on the SONA Card, the Agreement and the circumstances of this case.

Such a refund must be requested from Our SONA Help team within 8 weeks of the amount being deducted from the SONA Card. We may require You to provide Us with evidence to substantiate Your claim. Any refund or justification for refusing a refund will be provided within 10 Business Days of receiving Your refund request or, where applicable, within 10 Business Days of receiving any further evidence requested by Us. The refund shall be equal to the amount of the transaction. Any such refund will not be subject to any relevant fees.

15.1 Our Customer Service Team are normally available 9am to 5pm, Monday to Friday. During these hours We will endeavour to resolve all enquiries immediately, however please note that certain types of enquiry can only be resolved between normal business hours (see clause 15.2). You can contact Our Customer Service team by the following methods:

If We need to contact You or send You a notification under this Agreement, We will do so by sending an email to the email address You provided Us with when You obtained the Card, by sending an SMS to Your registered mobile number or by sending a notification to Your SONA App, unless stated otherwise in the Agreement. If We need to contact You in the event of suspected or actual fraud or security threats, We will first send You an Email or a notification to Your SONA App prompting You to contact Our Customer Services team.

15.2 Our business opening hours are Monday to Friday, 9am to 5pm. Correspondence received after the close of business on a particular day or on a non-Business Day will be treated as having arrived on the following Business Day.

15.3 If You are not satisfied with any element of the service You receive, any complaints should be made to Our Customer Services team using the contact details in clause 15.1 above. Calls may be monitored or recorded for training purposes.

15.4 We do everything We can to make sure You receive the best possible service. However, if You are not happy with how Your complaint has been managed by Our customer care team and You wish to escalate Your complaint, You should contact the card issuer, IDT Financial Services, 57- 63 Line Wall Road, Gibraltar. Email address: complaints@idtfinance.com, web www.idtfinance.com in the first instance for further assistance. A copy of our complaints policy can be found on our website or requested by contacting us.

15.5 If, having exhausted Our complaints procedure, You remain unhappy, You may complain to the Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar, e-mail complaints@gfsc.gi , web www.fsc.gi . It is important to be aware that legally it is not the role of the Gibraltar Financial Services Commission to resolve disputes between You and Us.

16.1 None of the organisations described in clauses 1.2 and 1.3 will be liable for:

16.1.1 any fault or failure relating to the use of the SONA Card that is a result of abnormal and unforeseeable circumstances beyond Our control which would have been unavoidable despite all Our efforts to the contrary, including but not limited to, a fault in or failure of data processing systems;

16.1.2 the goods or services that You purchase with Your SONA Card;

16.1.3 any loss of profits, loss of business, or any indirect, consequential, special or punitive losses arising from your use or your inability to use the SONA Card; or

16.1.4 a merchant refusing to honour a transaction or refusing a payment; or

16.1.5 any acts or omissions that are a consequence of Our compliance with any national or European Union law.

In any event the liability of the organisations described in clauses 1.2 and 1.3 will be limited to the balance of the SONA Card at the time that the event occurs.

16.2 In addition to the circumstances in clause 16.1, Our liability shall be limited as follows:

16.2.1 where Your SONA Card is faulty due to Our fault, Our liability shall be limited to the replacement of the SONA Card or, at Our choice, repayment to You of the Available Funds on Your SONA Card; or

16.2.2 where sums are incorrectly deducted from Your SONA Card due to Our fault, Our liability shall be limited to payment to You of an equivalent amount.

16.3 In all other circumstances of Our default, Our liability will be limited to repayment of the amount of any Available Funds on the SONA Card.

16.4 Nothing in this Agreement shall exclude or limit any regulatory responsibilities We have which We are not permitted to exclude or limit, or Our liability for death or personal injury.

16.5 If You have used Your SONA Card or allowed Your SONA Card to be used fraudulently, in a manner that does not comply with this Agreement, for illegal purposes, or if You have allowed Your SONA Card or details to be compromised due to Your gross negligence You will be held responsible for the use and misuse of the SONA Card. We will take all reasonable and necessary steps to recover any loss from You, and there shall be no maximum limit to Your liability except where relevant laws or regulations impose such a limit. This means You should take care of Your SONA Card and details and act responsibly, or You will be held liable. 16.6 The Gibraltar Deposit Guarantee Scheme does not apply to Your Card. This means that in the unlikely event that IDT Financial Services Limited became insolvent, Your Card may become unusable and any funds associated with Your Card may be lost. By using Your SONA Card and by entering into this Agreement You are indicating that You understand and accept these risks.

16.7 As a responsible e-money issuer We take the security of Your money very seriously. Your funds are held in a secure client account, specifically for the purpose of redeeming transactions made via Your SONA Card. In the unlikely event of any insolvency, funds that have reached Our account will be protected against claims by creditors. We will be happy to talk through any questions or concerns You might have. Please contact Our SONA Help team for further information.

17.1 We collect certain information about the purchaser and the users of the SONA Card in order to operate the SONA Card programme. SONA and IDT Financial Services Limited are Data Controllers of Your personal data and will manage and protect Your personal data in accordance with the Data Protection Act 2018 (as amended) (UK) and Data Protection Act 2004 (as amended) (Gibraltar) respectively. By agreeing to these terms You acknowledge and agree that that each of SONA and IDT Financial Services Limited may share your personal information with each other in their capacities as joint Data Controllers.

17.2 We may transfer Your personal data outside the EEA to Our commercial partners where necessary to provide Our services to You, such as customer service, account administration,financial reconciliation, or where the transfer is necessary as a result of Your request, such as the processing of any international transaction. When We transfer personal data outside the EEA, We will take steps to ensure that Your personal data is afforded substantially similar protection as personal data processed within the EEA. Please be aware that not all countries have laws to protect personal data in a manner equivalent to that of the EEA. Your use of Our products and services will indicate to Us that You agree to the transfer of Your personal data outside the EEA. If You withdraw Your consent to the processing of Your personal data or its transfer outside the EEA, which You can do by using the contact details in clause 15.1, We will not be able to provide Our services to You. Therefore, such withdrawal of consent will be deemed to be a termination of the Agreement.

17.3 Unless You have provided Your explicit permission, Your personal data will not be used for marketing purposes by Us or Our commercial partners (unless You have independently provided Your consent to them directly), nor will it be shared with third parties unconnected with the SONA Card scheme.

17.4 You have the right to request details of the personal information that is held about You, and You may receive this by writing to Us at SONA Help. Where legally permitted, We may charge for this service.

17.5 Please refer to the Privacy Policy of IDT Financial Services Limited http://www.idtfinance.com/privacypolicy.pdf, and SONA's Privacy Policy for full details, which You accept by accepting the Agreement.

18.1 If any changes are made, they will be publicised on Our Website at least 2 months before the changes take effect (unless the law requires or permits Us to make a more immediate change or in the event of a change to the exchange rate). Copies of the most up-to-date version of the Agreement will be made available on Our Website at all times and will be sent to You by email upon request free of charge at any point during the Agreement.

18.2 We will also notify You of any change to the Agreement by email at least 2 months in advance. You will be deemed to have accepted the change if You do not notify Us otherwise prior to the date the change takes effect and continue to use the Card. If You do not accept the change, You may end this Agreement immediately and free of charge before the expiry of the notice. 18.3 There may be times when we will have to change this Agreement without notice or with a notice shorter than 2 months but this would happen in a very limited number of cases and only for legal, regulatory or security reasons, or to enable the proper delivery of the Card scheme. If this is the case, we will notify you of such changes with as much notice as possible, or as soon as possible after the change has taken effect if advance notice is not possible. Your right under clause 10.3 to terminate the Agreement at any time free of charge would not be affected.

19.1 The Agreement, and your relationship with us arising out of or relating to the Agreement, will be governed by the law of England and Wales. However, if you are resident elsewhere in the UK, any relevant consumer protection law of your home jurisdiction that exceeds the consumer protection law of England and Wales will apply to the Agreement. All disputes arising out of or relating to the Agreement shall be subject to the jurisdiction of the courts of England and Wales. However, if you are resident elsewhere in the UK, the Agreement will be subject to the relevant court in your home jurisdiction (i.e. Scotland or Northern Ireland).

20.1 We may assign the benefit and burden of this Agreement to another company at any time by giving You 2 months’ notice of this. If We do this, Your rights will not be affected. You will indicate agreement to the assignment by the continued use of the Card following the 2 months’ notice period. If You do not agree to the assignment, You may cancel the Agreement and request a return of the Available Funds without penalty.

21.1 If any term or provision in the Agreement shall be held to be illegal or unenforceable, in whole or in part, under any enactment or rule of law, such term or provision or part shall to that extent be deemed not to form part of the Agreement but the validity and enforceability of the remainder of the Agreement shall not be affected.