For Citro Card and Citro Account 

Terms and conditions

Sep 2024
Version 3.0
Issued by Hay Limited ABN 34 629 037 403
Australian Financial Services Licence No. 515459

1.   About

These Terms and Conditions (Terms) are our agreement with you about the use of your Citro Account (Account) and Citro Card (Card). If you commence using the Citro Card and Account you will be deemed to have read, understood, and accepted these Terms in relation to the Citro Card and Account. It is called acceptance by conduct. It does not require your signature to be binding. 

It is important that you understand these Terms because they set out our agreement on what will happen with things like how we use your information, security, fees and charges and limits.

We’ll always let you know if, for any reason, the terms and conditions of your account change. However, advance notice may not be given where a change has to be made to immediately restore or maintain the security of our systems or of individual accounts or facilities. We may give you a shorter notice period, or no notice, of any change if it is reasonable for us to manage a material and immediate risk. If that occurs, you may notify us within 30 days that you do not agree to the change from the date it was made and that you no longer wish to continue using the Citro Card and Account. After30 days you will be deemed to have agreed to the change from the date it was made.

Please also carefully read the Product Disclosure Statement (PDS) you were provided with when you applied for the Citro Card and Account as these Terms form part of the PDS and together form our agreement with you for use of the Citro Card and Account. 

You should also read the Target Market Determination (TMD) and Financial Services Guide (FSG) made available to you before applying for the Citro Card and Account as together these form Hay’s agreement with you for the issuing and use of these products. 

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

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

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

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

Citro support team: 

        Mail : Level 25, 50 Bridge Street, Sydney NSW 2000

        Email : support@joincitro.com.au

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

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2.  Meaning of words 

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

Acceptance Brand means the symbols Visa uses at merchants and ATMs to inform Cardholders their Card can be used to make purchases or cash withdrawals.  

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

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

Block an Account means a status Citro or Hay has applied to suspend or block account transaction.

Citro means Citrus Innovations Pty Ltd.

Citro Account means the digital (virtual) account issued and held by Hay to which the Account holder can deposit funds and to which the Citro Card is linked to. 

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

Citro Card means a physical Visa debit card which is issued by Hay, and which is linked to the Citro Account.

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

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

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

Disputed Transaction means a Citro Account transaction that the Account holder is claiming is illegitimate in some way. For a Citro Account the process to lodge and assess this claim is established by NPP and DE.

Direct Entry means DE. The direct entry system is a means of making electronic payments by consumers and businesses to initiate Pay Anyone transactions using internet banking applications.

Freeze means an action initiated by us or by a Cardholder which results in all existing and future transactions on the Citro Card being suspended pending investigation and or instructions to Unfreeze.   

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

Hay Representative means an individual paid by Hay Limited to provide customer service for the Citro Card and Account.

Issuer means Hay Limited ABN 34 629 037403 Australian Financial Services Licence No. 515459 as the Issuer of both the Citro Card and Account.  

Linked Account means the account which you have established PayTo mandates to fund your Citro Card transactions.

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

NPP means the New Payments Platform. 'NPP Payment' means a payment cleared and settled via the NPP.

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

Passcode means the 6-digit passcode you nominate to protect access to the Citro App. 

Pay Anyone means a payment from your Citro Account to another person’s account with an Australian Financial Institution by using the BSB and account number of the person to whom you are making the payment.

PIN means personal identification number and the set of digits used to protect access to your Citro Card which is created by you when signing up to Citro.

Purchase Transaction means a purchase transaction of goods and or services using the Citro Card at a Merchant, or otherwise through your Citro Account.

Terms and Conditions means the detail and rules that apply to the opening, fulfilment and use the Citro Account and Card, as set out in this document. They are an essential part of a contract between the Account holder and Hay Limited as the Citro Card and Account Issuer.

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

Unblock Account means an action Citro or Hay can execute to reinstate an Account for use by a Citro customer.

Unfreeze means the releasing of the Freeze either at a conclusion of an investigation by us or on instructions of the Card holder.

Visa means Visa Worldwide PTE Ltd. 

Visa Debit means authorised physical or digital cards with the Visa Acceptance Brand or markings.

We, us, our means Hay or Hay Limited.

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

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3.  The Citro Card and Account

When you are issued with a Citro Card you will receive a physical card which is linked to your Citro Account, and which can be viewed using the Citro App. Once you deposit funds into your Citro Account, you can access these funds to make payments.

You can use the Citro Card to withdraw cash at ATMs and make purchases anywhere in the world where Visa Debit cards are accepted, subject to any restrictions set out in these Terms. Note there are daily limits that apply (see clause 6.2).

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

The Citro Account is not a bank account.

You can only access the Available Balance. Hay does not offer a credit facility and overdrawing the Available Balance in the Citro Account is strictly prohibited. If at any time your Citro Account has a negative balance, this amount is immediately due and payable. We reserve the right to decline any transaction request the result of which will exceed the Available Balance in the Citro Account (please also refer to Section 6.5.8)

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4.  Eligibility

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

·       be an individual person; and

·       have a valid Australian residential address; and

·       be aged 50 years or older; and

·       be eligible for Citro Rewards membership

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5.  Activating your Citro Card

Once we have approved your application for a Citro Account and Card, your Citro Card will arrive via the post. The card is sent inactive for your security so once you have received it, please use the Activate card or Set PIN option in the settings of the Citro App so you can start using your Card and earning the Citro Rewards benefits.

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6.  Using your Citro Card and Account

6.1.  Depositing value to your Citro Card and Account

At any time, you or someone on your behalf can deposit funds to your Citro Account through the mechanism we specify. Predominantly, PayTo will be used to give effect to your Available Balance and Purchase Transactions. 

You can find instructions for how you can deposit funds to your Citro Account in the Citro App.

We may also add new ways to deposit funds into your Citro Account in the future and we will publish these ways in the Citro App. We encourage you to check the Citro App from time to time for this and other important information.

Payments to your Citro Account will be credited to your Available Balance when they have cleared.

You can use the Citro Card to access funds deposited to your Citro Account and make cash withdrawals at businesses or ATMs that accept Visa Debit cards.

6.2.  Limits 

There are default limits that apply to an individual when using the Citro Card and Account: 

Maximum available balance                    $50,000

Minimum balance                                    $0

Maximum deposit per day                      $10,000

Maximum ATM cash out per day            $20

Maximum single Card transaction          Up to $10,000

Maximum Card spend per day               $10,000

BPay is only enabled for personal           Up to $500
superannuation contributions if you
choose to contribute to your
superfund account with the Available
Balance in your account and have  
provided instructions to Citro to do so.

At any time, we can adjust the limits to protect your interests or ours and if we decide to adjust the limits, we will inform you of these changes through the Citro App and Citro website. Unless it is for security or financial integrity reasons, we will inform you of any changes to the daily limits in advance no less than 10 Business Days before the change takes place. 

You can find the actual limits that apply to your Citro Card and Account within the Citro App. 

We will let you know via the Citro App if your limits are adjusted. 

6.3. ATM withdrawals 

You can withdraw cash from your Citro Account using your Citro Card at any ATM up to the limit that applies for ATM transactions. There are no fees charged by Hay for using ATMs. However, you may be charged fees by financial institutions or ATM providers when using their ATMs. 

6.4. Card transactions 

You can use your Citro Card to make payments anywhere that Visa Debit cards are accepted., subject to restrictions set out in these Terms.

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

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

Within Australia you can make contactless transactions under $100 without using your PIN. Contactless limits may vary in different countries. Like with any transaction, please make sure you check the amount is correct on the terminal before authorising a contactless transaction.

We will deduct the amount of any transaction using your Citro Card from your Available Balance. You cannot stop payment on a transaction after it has been completed. For mistaken or disputed payments please refer to clause 10 of these Terms and Conditions.

We do not allow negative balances in your Citro Account. If you do not have sufficient balance in your Citro Account, any negative balance becomes immediately due and payable.

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

Sometimes a transaction cannot be processed due to reasons outside of our control, like where there are network issues which may affect the relevant payment terminal. We are not responsible where a transaction authorisation is declined for any reason, except to the extent caused by our negligence, fraud, or wilful misconduct (or that of our employees or agents).

6.5.  PayTo transactions 

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

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

6.5.1. PayToMeaning of Words

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

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

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

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

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

PayTo means a service which enables:  

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

b.     to amend, suspend, un-suspend and cancel Authorised Payment Mandates.   

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

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

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

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

6.5.2. Approval and ongoing conditions

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

6.5.3. Creating an Authorised Payment Mandate

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

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

6.5.4. Creating an Authorised Payment Mandate for new Linked Account Owners

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

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

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

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

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

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

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

6.5.5. Amending an Authorised Payment Mandate

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

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

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

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

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

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

6.5.6. Suspending and un-suspending an Authorised Payment Mandate

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

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

6.5.7. Cancelling an Authorised Payment Mandate

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

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

6.5.8. Your general PayTo responsibilities

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

6.5.9. Our general PayTo responsibilities

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

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

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

6.6.  Using your Citro Card for foreign currency transactions

All transactions in foreign currencies will be converted into Australian dollars.

All foreign currency transactions will be processed using the foreign exchange rate determined by Visa at the time of settlement. We do not charge fees, margins, or spreads for foreign exchange payments.

The actual foreign exchange rate that has been applied will be shown in your Citro App on settlement.

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7.    BPay

7.1.   Pay

BPay Payments from Your Citro Account

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

To initiate BPay payments from your Citro Account:

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

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

7.2.  About BPay

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

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

7.3.  Using the BPay scheme

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

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

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

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

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

7.4.  BPay Scheme Payments

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

Once you have submitted a BPay instruction, it cannot be stopped. If your instruction has been made in error, you will need to follow the steps in Clause 7.5 immediately as there are no BPay payment chargeback rights.

The processing of a BPay payment may be delayed where:

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

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

7.5.  Incorrect payment amount to a biller

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

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

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

7.6.  Biller unable to process a payment

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

7.7.  Suspension of BPay

If at any time in the future continued use of the BPay service may cause loss to you or Hay elect to not continue with the service, Hay may;

  • suspend or cancel your right to use BPay in relation to a particular Biller; and
  • suspend or cancel your registration to use BPay without prior notice.

7.8.  Processing Times

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

7.9.  Liability for mistaken payments, unauthorised or fraudulent transactions

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

8.  Fees

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

We will debit your Available Balance for any fees that are payable to us.

We will let you know at least 30 days before a change which increases your liabilities or obligations takes effect through the Citro App or Citro website to enable you sufficient time to decide whether you wish to continue to use your Citro Account and Card.

Merchants and financial institutions may also impose fees or surcharges which are separate to the fees and charges we charge as Issuers. We have no control over these third-party fees and cannot challenge these once a transaction is approved by you.

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9.  Security

9.1.  Protecting your Citro Card information and PIN

It is important that you keep your Citro App, Citro Card information, PIN and Passcode secure. This means that you must not write down the PIN or the Passcode either on the Citro Card or on something you carry with the Citro Card or share your PIN or Passcode with any other person. You must not, without proper cause, disclose the card number to any person.

9.2.  What to do when you suspect your Citro Card is compromised or lost 

If you have misplaced or believe your Card is lost (and there is a chance you’ll find it), you can simply Freeze your Citro Card on the Citro App. If you Freeze the Citro Card, it will remain Frozen until you Unfreeze it and you will not be able to use it. While the physical Citro Card is Frozen you can continue to make payments digitally from your Citro Account. 

If you have lost or damaged your Citro Card or it has been compromised, then you must Freeze the Card using the App and immediately report your card lost or stolen by emailing Citro Support team at support@joincitro.com.au or by calling Citro Support team between 09:00 am – 05:00 pm Australian Eastern Time from Monday to Friday on 1300 869 596 and request a new card.

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10. Responsibility for mistaken or unauthorised transactions 

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

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

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

10.1. Mistaken payment 

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

10.2. Incorrect payments/issues with a purchase 

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

If you cannot resolve the matter with the Merchant, contact Citro about the disputed transaction via the Citro App.

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11. Lost, stolen Citro Card or compromised PIN 

You will not be responsible for Unauthorised Transactions: 

·       that occur before your Citro Card is issued to you; or

·       that occur after you have Frozen or cancelled your Citro Card and while it remains Frozen; or 

·       where you did not contribute to the Unauthorised Transaction. 

We may consider that you have contributed to an UnauthorisedTransaction where:

·       you have not kept your Citro Card, PIN or Passcode reasonably secure; or

·       there was an unreasonable delay in Disabling or cancelling your Citro Card where you believed it was lost, stolen, or otherwise compromised; or

·       there was an unreasonable delay in reporting any unauthorised or mistaken payments.

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12. Transaction history 

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

·       transactions you don’t recognise; or

·       transactions you did not authorise; or

·       transactions where you never received the relevant goods or services; or

·       transactions where the purchase price differs to the purchase amount; or

·       you think a transaction may have been duplicated.

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13. Citro Card and Account cancellation by Us

We may Freeze or cancel the Citro Card where we have concerns about its security and or for the purpose of protecting your Available Balance where we suspect the Citro Card has been compromised. 

If we become aware that you have not done what you’ve agreed to do as set out in these Terms we may suspend or cancel your Citro Account and Card. If this happens, we will let you know as soon as possible and refund any Available Balance to your nominated account, except where there is no Available Balance and your Citro Account is overdrawn, upon the occurrence of which the overdrawn amount becomes immediately due and payable and Hay's right to payment of the overdrawn amount from you is assigned to Citro and for the purpose of Citro's legitimate business interests, you agree to do all things necessary to perfect the assignment of rights.

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14. Card Expiry

The expiry date is shown on your Citro Card. We will contact you prior to the expiry date to let you know next steps for continuing to use your Citro Card after the expiry date.

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15. How to close your Citro Card and Account

You can close your Citro Account at any time by emailing Citro Support team at support@joincitro.com.au or by calling Citro Support team between 09:00 am – 05:00 pm Australian Eastern Time from Monday to Friday on 1300 869 596.  

We cannot close the Citro Account immediately as we need to wait for all payments and transactions undertaken by you to be settled before your Citro Account can be closed. As soon as you notify us that you wish to close the Citro Account, you will no longer be able to use your Citro Card. 

You will remain liable for any transactions that were not processed, or that occur, on your Citro Account (including, but not limited to, outstanding merchant purchases) at the time the Citro Account is closed.

You must also pay to us all outstanding amounts including any deficit balance, unpaid fees, and charges prior to closing the Citro Account. 

Once the Citro Account is closed and we are satisfied that all outstanding transactions have been presented and settled, we will refund you the Available Balance to your nominated account.

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16. How we can communicate with each other (notices) 

You can contact us via the Citro App or using our details asset out in these Terms.

We may give you any information, notices or other documents related to the Citro Card and Account by:

·       notification (including a push notification) or message sent to you or your device through the Citro App; or

·       by email to the email address recorded for you in the Citro App; or

·       by letter to the address recorded for you in the Citro App.

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17. Limits and responsibility

Hay is responsible for things that occur that are our fault. This includes things like your Available Balance being incorrectly debited due to our error. 

We are not responsible for things outside of our control like; 

·       where a Merchant does not accept your card; or

·       delays or interruptions not caused by us; or

·       transactions not being able to be processed, despite us taking reasonable precautions; or

·       a dispute between you and the supplier of goods or services purchased with the Citro Card.

To the extent permitted by law and Visa scheme rules, the most Hay is responsible for is the maximum value of a transaction processed due to our error or, for other things that Hay may be responsible for, the amount of your Available Balance.

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18. Feedback and resolving complaints

If you have a complaint relating to the Citro Card and Account or the financial services we have provided to you, please see section 9 “Feedback and resolving problems and complaints” of the Financial Services Guide. 

A complaint is not a transaction dispute in this context. A dispute means a customer challenge to a specific transaction via NPP or DE. A chargeback means a customer challenge to a specific transaction via the International Scheme such as Visa. A dispute and chargeback are defined in section 2 “Meaning of words”.

Mail:                Level 25, 50 Bridge Street, Sydney, NSW, 2000
Email:              support@joincitro.com.au
Website:          www.joincitro.com.au

Please provide a full explanation of your feedback or complaint. Citro may request further details from you.

Citro and Hay will undertake the following:

·       Keep a record of your complaint;

·       Acknowledge your complaint within 1 business day;

·       Respond within 30 calendar days;

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

If you are unable to resolve your issue with Citro directly, you can escalate your enquiry to Hay via complaints@hellohay.co or by phone 1800 080 081. Hay will check with you to make sure you are satisfied with how your complaint was handled.

If we are unable to resolve the matter to your satisfaction, you may refer the complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. It is important you raise your concerns with us first before going to AFCA, as AFCA will generally encourage this before they will investigate. The contact details for AFCA are:

Mail:                 GPO Box 3, Melbourne VIC 3001

Phone:             1800 931 678 (free call)

Email:               info@afca.org.au

Website:           www.afca.org.au

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19. Anti money laundering and counter-terrorist financing

As an issuer of the Citro Account and Card, we must comply with the Anti-money Laundering and Counter-terrorism Financing Act 2006 (Cth) (AML Act) and its related Regulations. There are several obligations under the AML Act which we must comply with including know your customer and certain reporting obligations. Accordingly, as part of the application process we will require evidence of who you are and where you live. As part of our legal obligations, we need to verify this information and accordingly, we check the information you provide against records maintained by credit reporting and fraud prevention agencies/ organisations. However, we do not perform a credit check on you and the searches we perform are only for verifying your identity.

You must let us know as soon as possible when any of your details change.

We may need to block, delay, Freeze or refuse transactions or suspend or close your Citro Card and Account where we reasonably consider that a transaction is fraudulent or in breach of the AML Act or where we have concerns regarding your money laundering or terrorism financing risk. We must block the Citro Card and Account until we verify your identity. We are not responsible for any loss that arises where this occurs. Where we can, we will let you know why we have stopped the transaction or Frozen theCitro Card and Account. However, in some cases our legal obligations will stop us from being able to tell you and failing to inform you of the reasons will not be a breach by us of these Terms.

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20. Privacy

Hay will collect, handle, and use your personal information in accordance with the Hay Privacy Policy available at https://www.hellohay.co/privacy.

The Hay Privacy Policy contains important information about the purposes for which Hay collect personal information, who the information may be disclosed to (including any overseas disclosures), how you can access and seek correction of the personal information Hay holds about you or how you can make a complaint about the handling of your personal information. 

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21. Changes to these terms

We can change these Terms at any time by uploading the new Terms to the Citro App and the Citro website and letting you know about the changes via the Citro App. If you keep using your Citro Account or Citro Card after the notice of change is posted and the change becomes effective, you will be bound by the amended Terms. 

Where we decide to make a material change to these Terms, we will give you at least 30 days’ notice before the change to enable you sufficient time to decide whether you wish to continue to use your Citro Account or Citro Card.

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22. Governing law

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

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