The parties have entered into General Terms and Conditions of UAB “VIA Payments” on registration of Client’s personal profile, opening and use of Client’s account;
Definitions used in General Terms and Conditions of UAB “VIA Payments” shall have the same meaning when used in the present Terms & Conditions unless herein specified otherwise;
an additional security layer for online Card transactions ensured by Global Processing Services Limited (http://globalprocessing.net)
Payment card issuer which is licenced by Mastercard International Inc Moorwand ltd is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051)
the request personally submitted by the Client to Via Payments to issue the Card, to state the Card limit or postal address for delivery of the Card as well as containing Client’s identification information
the account provider allows a payment to be made from the customer’s account although there is not enough money in it (or it would take the customer past their arranged overdraft limit)
a day on which the relevant service provider is open for business as required for the execution of a payment transaction
your VIA Payments Credit Card
the Cardholder takes cash out of the Client’s account in euros at a cash machine
the Cardholder takes cash out of the Client’s account in euros at a cash machine or, where available, at a bank outside the EU
limitations applicable to Transaction pursuant to types, amounts and periods of Transactions
means the person or persons who have received the card and are authorized to use the card as provided for in this Agreement
automatic teller machine or cashpoint facility or cash dispenser or cash machine
a natural (private) person who has registered in VIA Payments system by creating the personal profile
international account number assigned to every Client when creating the Personal profile and being in compliance with the international standard “Financial services – International bank account number (IBAN)”
the Client permits someone else (recipient) to instruct the account provider to transfer money from the Client’s account to that recipient. The account provider then transfers money to the recipient on a date or dates agreed by the Client and the recipient. The amount may vary
all charges and penalties, if any, payable by the consumer to the payment service provider for or in relation to services linked to a payment account
international payment card association managing the electronic money system which processes and manages information about Card payment operations
the account provider operates the account for use by the Client
identification credentials set by VIA Payments (PIN, mobile device’s identification number or IMEI code), including the Client’s personal signature, which are used for identifying the Client or Client’s Transactions
VIA Payments or the Client. If required might be used in plural
Means the maximum value of funds that can be held with the card any one time
the Client uses their debit card to make a payment in euros. This can be in a shop, online or over the phone
the Client uses their debit card to make a payment in foreign currency. This can be in a shop, online or over the phone
personal identification number i.e. the security number provided for use with the card
an act, initiated by the payer or the payee, of placing, transferring or withdrawing funds, irrespective of any underlying obligation between the payer and payee
when money is sent to the Client’s account from an account outside the EEA
the account provider refuses a payment from the Client’s account because there is not enough money in it (or it would take the customer past their arranged overdraft limit)
the account provider transfers money, on the instruction of the Client, from the Client’s account to another account in the EEA
the account provider makes regular transfers, on the instruction of the Client, of a fixed amount of money from the Client’s account to another account
section that includes notification of charges, limits and restrictions associated with the card
a retailer, merchant or other supplier of goods and/ or services which accepts payment by means of a card, card number, PIN or card and signature
the merchant acquirer used by the supplier for the purposes of receiving payments arising from transactions
sum in such currency and amount used by the Cardholder in the Transaction with a Merchant
a card with the features set out in Terms & Conditions
confirming personal identity and address of Cardholder by conducting electronic verification of Cardholder’s details or by Cardholder providing documentation of identity
12-month period following the date when the card is issued to Cardholder and each subsequent 12-month period
1.1. The Card is a plastic card with a microchip and magnetic stripe.
1.2. Credit payment instrument used by the Cardholder to engage in Transactions by using the funds available in Client’s account. The Client shall pay the Card issuance and usage Fees in accordance with the Fee Information Document (www.vialet.eu/fees)
1.3. General terms and conditions of UAB “VIA Payments”, the Fee Information Document and regulations of other VIA Payment’s services that may be applicable to Client, the laws of the Republic of Lithuania, the terms and conditions of international payment card organisations (according to the type of the Card) shall also apply to the legal relations between the Parties as well as United Kingdom regulations will apply when applicable. In case of conflicts between General terms and conditions of UAB “VIA Payments” and these Terms & Conditions, the Parties agree to follow these Terms & Conditions.
1.4. The Client is entitled to remotely make changes in the details stated in the Application regarding Card limits, postal address for delivery of the Card, as well as activate or suspend a Card and make other changes in the Agreement if agreed so on a separate basis.
1.5. The identification shall be performed according to General terms and conditions of UAB “VIA Payments”.
2.1. The present Terms & Conditions comes into force as of the moment of identification of the Applicant and Card Application’s approval by VIA Payments.
2.3. VIA Payments shall have the right to verify the information submitted by the Client and request additional information from any competent national authority or data base to the extent foreseen in the laws of the Republic of Lithuania.
2.4. VIA Payments reserves the right to refuse the Application and entering into the Terms & Conditions with the Client without explaining the reasons for the refusal.
2.5. These Terms & Conditions are entered into for an unlimited period of time, an expiry of the Card shall not constitute or cause termination of these Terms & Conditions, except as stipulated in therein otherwise.
2.6. Upon expiry of the Card, VIA Payments reserves the right not to renew the Card and not to continue the relationship with the Client on the former terms and conditions if:
2.6.1. the cardholder did not use the card for transactions within last 180 (one hundred eighty) days;
2.6.2. there is a debit balance in the Client’s account;
2.6.3. the Client’s Account is frozen, payment operations have been halted or funds are debited from the Client’s Account in the events stipulated in the applicable legislation of the Republic of Lithuania.
3.1. To order the Card, the Client shall submit the Application via Client’s account in VIA Payments mobile application, stating a four digit PIN code for the usage of a card.
3.2. When ordering the Card, the Client shall have a sufficient amount of funds on Client’s account to settle the Fees for Card issuance, delivery and one month's maintenance fees. If the amount of funds on VIA Payments Client’s account is insufficient, the Client will not be able to order the Card.
3.3. Card issuance and delivery Fees are automatically deducted from the Client’s account upon the order. Monthly Card maintenance fee is deducted at the moment of activation of the Card.
3.4. Once Card Application has been approved, the Card shall be delivered to the Client via post to the address indicated in the Application within 10 (ten) working days after filed Application. If the Client has not received the Card in 20 (twenty) calendar days, the Client shall inform Via Payments via e-mail: email@example.com or via Application thereof. If it is determined that the Client has not received the Card not due to the fault of the Client, the Card sent to the Client is permanently blocked and a new Card is produced and sent to the Client free of charge.
3.5. In case the envelope where the Card was sent is damaged or suspicions arise that the Card may have been extracted from the envelope, the Client shall not activate the Card, but inform Via Payments thereof at a first chance and destroy the Card.
3.6. In order to refuse the Card, the Client shall contact VIA Payments via e-mail: firstname.lastname@example.org or via Application and fill in a request. Additional fees may be charged for the Card refusal.
3.7. The Card after reception shall be activated by first authorisation of transaction at ATM or point of sale, using PIN code.
3.8. Upon receiving the Card, the Cardholder has a duty to sign it on the signature panel on the back of the Card. It is recommended that the Cardholder’s signature on the signature panel of the Card matches the signature on identity document.
3.9. The Cardholder cannot change the PIN. In case if the Cardholder forgets it the card must be reissued.
4.1. The Card may be used only by the person whose name is printed on the Card. The Cardholder is prohibited from handing over the Card or the Card data (including 3D Secure one-time passwords) to third parties. The respective information shall be kept safe and confidential at all times.
4.2. VIA Payments will issue the credit card under these terms and conditions to anyone who are 18 years old and over and subject to successful identity verification.
4.3. The Cardholder may use the Card only for the purpose of carrying out the Transactions. Using the Card data for online Transactions also constitutes the use of the Card.
4.4. The time of receipt of a transaction order is when it is received by VIA Payments. If a transaction order is received after 6 pm on a business day then it will be deemed to have been received on the next business day. If receipt does not fall on a business day then it will be deemed to have been received on the next business day.
4.5. The Cardholder shall use the Card and give consent to pay for the goods and services directly to the Merchant, by confirming the Transaction. The Cardholder may confirm Transaction by supplying the relevant information (e.g. forename, surname, card number, card expiry date, CVC code (specific three digits on the back of the card) or by performing certain deliberate and consecutive actions or over a device and allowing the device to process the Card data with or without entering the PIN or by ordering certain goods or services offered at self-service locations.
4.6. Customer can use the Card to make purchases in-store, online or over the phone. The Card can be used to obtain cash through Cash machines (ATMs). There is no cash back facility foreseen by using the card.
4.7. The amounts of Transactions performed using the card will be debited by VIA Payments from Client’s Account.
4.8. The Client authorises VIA Payments to debit the Client’s Account for any amounts that constitute Transactions effected by the Card and for any Fees stated in the Fee Information Document (www.vialet.eu/fees). The Client shall not be entitled to earn any interest on any funds loaded on to the Client’s Account associated with the Card.
4.9. The Card shall not be used for: Transactions for cash (other than ATM withdrawal) including cash back, cash from Via Payments directly, money orders, or any illegal purposes.
4.10. For card-based payment transactions where Cardholder does not know the exact amount of the payment transaction at the time Cardholder authorise it, VIA Payments will not block funds on Cardholder’s payment instrument unless Cardholder authorise the exact amount to be blocked. This could be the case for payments Cardholder makes at hotels or at fuel stations for example.
4.11. VIA Payments shall release any blocked funds without undue delay as soon as VIA Payments are aware of the exact amount of the payment transaction and immediately after receipt of the relevant payment order.
4.12. Each purchase or transaction in ATM with a Card may be reflected in the Client’s account twice: reservation of Transaction amount and confirmation of the Transaction.
4.13. Should the Client establishes any difference between the Transactions carried out or the value thereof and the respective amounts shown in the Client’s account Transaction overview (except for any differences in Transaction value resulting from currency exchange), or any inaccuracies in the Fees charged, the Client shall notify VIA Payments immediately after becoming aware of any such unauthorised or incorrect Transaction but in any event not later than within 60 (sixty) days thereof.
4.14. VIA Payments is not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the Card. VIA Payments are not liable for the failure of any Merchant to honour the Card.
4.15. The Client shall not initiate the Transactions by Card that exceed the balance of funds available on Client’s account. Client’s account balance will be reduced by the value of each Transaction that is made by proper authorisation. If any Transaction is over the available funds in Client’s account or exceeds the Card limits in force the Transaction will be declined.
4.16. The currency of the Client’s account is euro. When the Client adds funds to the Client’s account in other currency, the currency is automatically converted according to the currency exchange rate of Mastercard valid at that moment, which is constantly updated and published at https://www.mastercard.us/en-us/consumers/get-support/convert-currency.html. An additional currency conversion fee may apply according to the Fee Information Document (www.vialet.eu/fees).
4.17. When carrying out Transactions at the Merchant’s, the Cardholder shall present, upon the request of the servicing staff, his/her identity document – the passport of the national or an equivalent document, and, if necessary, confirm the Transaction amount by signing the receipt.
4.18. The Cardholder has a duty to request that the Transaction with the Card be carried out in his/her presence, as well as not to sign any receipts that do not specify the Transaction amount.
4.19. Using the Card at the Cash machines (ATMs) or at the Merchant’s, the points of sale of which are equipped with devices appropriate for entering PINs, PIN shall replace the signature and be considered a sufficient means of identifying the Cardholder and approving the Transaction.
4.20. Before signing the document supporting the Transaction or entering PIN, the Cardholder has a duty to verify that the Transaction amount specified on the document supporting the Transaction corresponds to the actual Transaction amount. The Cardholder’s signature on the document supporting the Transaction must match his/her signature that appears on the Card.
4.21. If, when carrying out Transactions, a wrong PIN is entered in the Cash machine (ATM) 3 (three) consecutive times, the Card shall be retained in the Cash machine. To prevent an illegal use of the Client’s funds, the validity of the Card shall be terminated, and it shall be replaced with a new Card.
4.22. If a wrong PIN is entered 3 (three) consecutive times when using the Card at the Merchants, the validity of the Card shall be automatically suspended. In such a case, the Client shall unblock the Card at a Cash machine (ATM) by entering the correct PIN.
4.23. It is forbidden to use the Card to perform illegal operations, including purchase of goods or services prohibited or limited by the law or other legal acts.
4.24. The Card's expiry date is printed on the Card. The Client shall not use the Card after its expiry date.
4.25. If the Client has used the Card in the period of two weeks before its expiry date, VIA Payments will send you an email indicated previously in the Application to inform that VIA Payments will automatically transfer the outstanding balance to a new Card. The Clients shall inform VIA Payments in a due time if the Card in such case shall not be renewed.
4.26. If the Client renews the Card in circumstances described above these Terms & Conditions will continue to apply.
4.27. If the Client requests not to renew the Card or do not request a replacement, the Cardholder will not be able to use the Card after its expiry date.
4.28. If the Cardholder has given VIA Payments wrong details for a payment or Cardholder has told VIA Payments about an incorrect payment more than 13 months after it was made, VIA Payments won't give Cardholder a refund but VIA Payments will try and trace it for Cardholder. VIA Payments may charge Cardholder a fee according to the Fee Information Document (www.vialet.eu/fees) to cover VIA Payments costs in doing this.
4.29. If Cardholder is able to make payments directly from Cardholder’s account to another person and if a payment Cardholder asked VIA Payments to make within the EEA arrives later than it should have, Cardholder can ask VIA Payments to contact the receiving bank and ask them to treat it as if it was made on time.
4.30. VIA Payments can return money paid to your payment instrument by mistake, however, if Cardholder doesn't think a payment made to Cardholder from a payment service provider in the EEA was a mistake, VIA Payments may also be allowed to share your personal information with the paying payment service provider so that you can be contacted directly.
4.31. This is because VIA Payments are required to cooperate with other payment service providers and share all relevant information in order to assist with tracing money which is sent to the wrong person.
4.32. VIA Payments may refuse a transaction or suspend or terminate the right to top up Cardholder’s card. VIA Payments may do this if the relevant phone or computer link is busy. VIA Payments may also do this if: transaction might take Cardholder over your available funds on the card; a transaction might take Cardholder over any of Cardholder’s card limits; VIA Payments reasonably believe that VIA Payments need to do so to keep to the rules of the payment system under which Cardholder’s card is issued; VIA Payments reasonably believe that there are needs to do so to comply with any law or as a matter of good practice
4.33. With respect to use of 3D Secure services VIA Payments may suspend, restrict use or terminate the service where with immediate effect if:
4.33.1. there is a breach of security;
4.33.2. there is a legal or regulatory requirement;
4.33.3. the Client has breached these Terms & Conditions or general terms and conditions of UAB “VIA Payments”;
4.33.4. VIA Payments reasonably thinks the Client or someone impersonating the Client has used the service fraudulently, illegally or improperly;
4.33.5. in exceptional circumstances if VIA Payments is required to do so by Moorwand Ltd, Mastercard or any third party which assists us in providing the 3D Secure services.
5.1. Card top up is possible via Cardholder’s other credit or debit cards by original credit transfer or acquiring service, provided by VIA Payments within the mobile application and charged according to the Fee Information Document.
5.2. Card top up is limited to the monthly user limits.
6.1. The Cardholder has a duty to carefully safeguard the Card and the Card data, keep the PIN confidential, and prevent the passing thereof in the hands of third parties.
6.2. It is forbidden to keep the PIN together with the Card. Non-compliance with this requirement shall be considered gross negligence on the part of the Client.
6.3. The Cardholder has a duty to safeguard the Card and use it carefully to protect it from mechanical or electronic damages.
6.4. If there are reasonable doubts someone except the Client access the Client’s Account or the 3D Secure service without proper authority you must notify VIA Payments immediately on +371 6000 1505 (free of charge).
6.5. If the Card is lost or stolen or someone else finds out the PIN or if the Client considers the Card, Card number or PIN may be misused, the Client shall be obliged:
6.5.1. without undue delay, to pause the Card by using VIA Payments mobile application. If the Client does not have access to the mobile application, the Client shall call to Via Payments without undue delay on +371 6000 1505 (free of charge) so that VIA Payments can cease the activity of the Card and PIN;
6.5.2. stop using the Card, Card number or PIN immediately. If the Client finds the Card after the Card is temporarily paused, the Client can re-enable it via VIA Payments mobile application and continue to use it. If the Clients finds the Card after its been reported as permanently lost, stolen or misused, the Client shall destroy it.
6.6. If the Card is lost or stolen, a replacement can be ordered via the VIA Payments mobile application. Via Payments will charge a fee for replacement of Cards, although Via Payments may choose to waive the fee for the first replacement.
6.7. If the Card is used without Client’s permission, or is lost, stolen or there are reasonable suspicion the Card may be misused, Via Payments shall be entitled to disclose to law enforcement agencies any information which reasonably may be relevant.
7.1. The Card can be used for Transactions that are not in the currency of the Card (”Foreign Currency”).
7.2. If the Client makes a Foreign Currency Transaction, VIA Payments will change the amount in the currency of the card at a competitive rate of exchange that is provided by financial exchanges. Exchange rates may change. Information on the applicable Card Transaction exchange rates is available on the international card organisation website: https://www.mastercard.us/en-us/consumers/get-support/convert-currency.html.
7.3. Where, in carrying out Transactions, the currency of the Account linked to the Card account, does not match the currency of the Transaction, a commission charge may apply to the currency exchange transaction at the rate specified in the Fee Information Document (www.vialet.eu/fees).
7.4. By confirming the Transaction, the Client agrees to the exchange rates applied by VIA Payments and Mastercard and used for accounting for the Transaction. A Transaction may not be challenged based on exchange rate considerations.
8.1. To check the available balance on Cardholder’s card or to review Cardholder’s transactions visit VIA Payments mobile application.
8.2. Cardholder can decide whether information about Cardholder’s payment instrument should be actively provided by VIA Payments (e.g. in a monthly statement sent to your email address) or instead made available for Cardholder to obtain (e.g. via Cardholder’s online account, without an accompanying email notification).
8.3. Customers will be provided, free of charge, with an annual statement of fees (the SoF). The method of communication used to provide the SoF must be agreed with the customer and the SoF will be provided by the VIA Payments on paper upon the request.
9.1. The Client is fully liable for compliance with the present Terms & Conditions and for performance of obligations under the Agreement, as well as being liable for the Cardholder’s compliance with the Agreement.
9.2. In the event that the Card has been issued or used on the basis of inaccurate or misleading information furnished by the Client, the Client shall bear full liability for any obligations arising during the period of use of the Card. The Client confirms that the Client is aware of the liability associated with furnishing inaccurate or false information. Any incomplete or false information furnished constitutes sufficient grounds for VIA Payments to unilaterally withdraw from the Terms & Conditions and demand early performance by the Client of obligations created by these Terms & Conditions, as well as to institute criminal actions against the natural person who furnished the details pursuant to the relevant provisions of the Criminal law of the Republic of Lithuania.
9.3. If the Client denies that he/she has given Consent to an already executed Transaction or claims that the Transaction has been executed incorrectly, then VIA Payments shall ensure that appropriate investigation be carried out, checking whether the Transaction was executed under instructions of the Cardholder, as well as whether the Transaction is recorded correctly in the Client’s Account and whether any error has occurred.
9.4. If the Client denies having authorised an already executed Transaction, then the establishing of physical use of the Card for execution of the Transaction or the use of Means of identification shall serve as a proof of the Cardholder having authorised the Transaction or the Cardholder having acted unlawfully or having breached one or several duties stipulated in these Terms & Conditions relating to use and storage of the Card security elements.
9.5. In the event that the Cardholder or the Client has permitted to occur an unlawful use of the Card, the Client shall be fully liable for any obligations created by such use of the Card irrespective of whether or not the Cardholder notified VIA Payments of loss or theft of the card or unauthorised Transaction.
9.6. Client may not be liable for any use of the Card, Card number, PIN or mobile application by another person who does not have the permission to use it or if it is lost, stolen or destroyed, and the Client has informed Via Payments of such events unless:
9.6.1. The Client has agreed to that person having the Card, Card number, PIN or mobile application credentials, or through gross negligence or carelessness, in which case the Client may be liable for any use that occurs before the Client tells to VIA Payments in accordance with these Terms & Conditions;
9.6.2. The Client has acted fraudulently, then to the extent permitted by law, the Client may be liable for misuse of the Card, Card number, PIN or VIA Payments mobile application.
9.7. VIA Payments will not be liable for:
9.7.1. any abnormal or unforeseeable circumstances outside our reasonable control (for example, a failure of computer systems which happens for reasons outside our reasonable control or any industrial action which happens for reasons outside our reasonable control) if this prevents VIA Payments from providing its usual service;
9.7.2. any person refusing to accept or honour (or delays in accepting or honouring) the Cards, Card number or PIN;
9.7.3. any cash dispenser failing to issue cash. VIA Payments will not be liable for the way in which the Client is told about any refusal or delay.
9.7.4. Unless Cardholder has acted fraudulently or with intent or gross negligence, Cardholder will only be liable for a maximum of EUR 40 (or the equivalent in the currency of your payment instrument) up until the time Cardholder informs VIA Payments that Cardholder’s payment instrument has been lost or stolen. Cardholder will not be liable for any losses which occur on Cardholder’s payment instrument after Cardholder has informed VIA Payments that it has been lost or stolen. If Cardholder is due a refund for an unauthorised transaction, VIA Payments will make sure Cardholder receive this no later than the end of the next business day.
9.8. In case of errors or disputes about transactions, please contact VIA Payments using the VIA Payments mobile application.
9.9. Unless the Client is a victim of fraud, the Client may be responsible for all Transactions carried out and verified with 3D Secure one time passwords.
9.10. VIA Payments shall not be liable for any failures of the 3D Secure service caused by any system failing or other events which VIA Payments cannot reasonably control.
10.1. Cardholder can redeem all or part of Cardholder’s balance by contacting VIA Payments via e-mail: email@example.com or via Application up until the date that is 6 years after the expiry date shown on Cardholder’s card. VIA Payments will transfer any redeemed funds into a bank account which is in Cardholder’s name. VIA Payments may request proof from Cardholder of the account name.
10.2. Cardholder will be charged a fee (see Fee Information Document) to cover redemption costs on each occasion that Cardholder redeem all or part of Cardholder’s balance at the following times:
10.2.1. where redemption is requested before termination of the contract;
10.2.2. where the e-money holder terminates the contract before any agreement termination date; or
10.2.3. where redemption is requested more than one year after the date of the termination of the contract.
10.2.4. Cardholder will be reminded of this fee before redemption. Please note that if Cardholder’s balance is equal to or less than the amount Cardholder want to redeem in the circumstances listed above, the fee will equal Cardholder’s balance which will be reduced to zero.
10.3. Cardholder will not be charged a fee for redemption if:
10.3.1. VIA Payments terminate this agreement, or
10.3.2. if the request for redemption is at termination of the contract or up to one year after that date.
11.1. VIA Payments reserves the right to amend the Terms & Conditions and the Fee Information Document at its sole discretion at any time. It is the Client’s right and obligation to follow the changes in the Terms & Conditions and the Fee Information Document. Information on the changes will be available at https://www.vialet.eu/. The information will be communicated to the Client using the means of communication with the Client available to VIA Payments at least 60 (sixty) days prior to the change.
11.2. Information on the changes in these Terms & Conditions and the Fee Information Document will be notified to the Client via website www.vialet.eu. If, within 60 (sixty) days of notification to the Client on the changes, the Client has not requested termination of terms & Conditions in writing by sending an application to VIA Payments legal address Žalgirio g. 90, Vilnius, Lithuania, then the Client will be considered to have accepted those changes and acknowledged them to be binding.
11.3. In order to update or improve the 3D Secure service or to reflect requirements imposed by any party which assists in providing the 3D Secure service, VIA Payments may make changes to these Terms & Conditions.
11.4. VIA Payments may make changes with immediate effect if required to do so by any law or regulatory requirement affecting VIA Payments with respect to use of 3D Secure services.
12.1. VIA Payments may terminate this agreement at any time. Unless there are exceptional circumstances VIA Payments will inform the Client by 2 (two) month's prior written notice via postal services.
12.2. Client can terminate these Terms & Conditions by contacting VIA Payments via mobile application.
12.3. If the Client fails to pay the monthly Fee for the Card for three months, VIA Payments shall send a reminder letter to the Client, and if the Client does not settle the obligations, VIA Payments shall close the Card.
12.4. In the event of failure to perform the obligations stipulated in these Terms & Conditions, VIA Payments may assign its debt recovery right and the information necessary for debt recovery (including the Client data, the contents of the Agreement, and the information obtained by VIA Payments in accordance with the Agreement) to third parties and post information about the Client and his/ her debt in databases that are publicly and privately available.
12.5. If Cardholder does not redeem Cardholder’s full balance within 6 years of Cardholder’s card’s expiry date, this agreement terminates.
13.1. Client complaints are submitted by using VIA Payments mobile application or System. Client needs to clearly indicate that he/she wishes to make a complaint to VIA Payments. VIA Payments has procedures in place to make sure that complaints are handled fairly and quickly. For more information refer to Via Payments General Terms and conditions of UAB “VIA Payments” (www.vialet.eu/complaints).
13.2. VIA Payments will try to resolve any complaints Clients have about Card or the service VIA Payments provides to Client within 15 (fifteen) business days as of receiving your complaint and in exceptional circumstances within 35 (thirty five) business days though. If the term of examination of the claim is longer than 15 (fifteen) days, then VIA Payments will let Client know if this is the case.
13.3. Within 24 hours from receiving Clients complaint VIA Payments will send a confirmation e-mail of receiving Clients complaint to Clients e-mail address provided in the registration form.
13.4. A document declared as a registered postal item shall be deemed to have been notified on the seventh day after its registered in the post office as a letter to be sent.
13.5. However, if Cardholder is not satisfied with the outcome of Cardholder’s complaint, Cardholder can write to the Financial Ombudsman Service at Exchange Tower, Harbour Exchange, London E14 9SR (Telephone number: 020 7964 1000).
14.1. VIA Payments may use the data Client supplies to VIA Payments in relation to 3D Secure to administer the respective service.
14.2. VIA Payments are not entitled to share Client’s or Cardholder’s information with online retailers; however, details may be supplied to third parties if this is required for a legal or regulatory reason.
14.3. The Client shall keep his/her information up to date with VIA Payments at all times. If there is a change to the personal details, the Client shall notify VIA Payments immediately by visiting Personal profile in the system.
14.4. Please see the separate Fee Information Document outlining the fees VIA Payments charge in relation to the VIA Payments services and these Terms & Conditions which can be found www.vialet.eu/fees.
14.5. VIA Payments may need to contact Cardholder urgently if VIA Payments suspect or find fraudulent activity has occurred on Cardholder’s account (provided VIA Payments are not prohibited from doing so by law) or if VIA Payments suffer a security threat. To do so, VIA Payments may (for example) send Cardholder a text message instead of calling or emailing Cardholder, if VIA Payments think this is the quickest way to contact Cardholder. When VIA Payments contact Cardholder, VIA Payments will also give Cardholder information on how Cardholder can minimise any risk to Cardholder’s payment instrument depending on the nature of the security threat. VIA Payments will use the same contact details which Cardholder have already provided VIA Payments with when contacting Cardholder. Cardholder must inform VIA Payments immediately if Cardholder’s personal details or contact information change.