BT Broadband Offer
Welcome to the BT Reward Card
This service is managed by Grass Roots UK Ltd (Grass Roots) on behalf of BT (as part of the Broadband Offer). Any communication received regarding the card will be from Grass Roots, known as Card Services, and you can contact them if you need any support.
On receipt, you must activate the card within 3 months via the activation code which will be sent to you by email to the email address provided with your order. You can start using the card once activated.
Security and Safety
Please keep the card safe. The money loaded onto the card should be treated just like the cash in your wallet. You must keep the card PIN secret at all times and don't reveal it to anyone. If you need to write it down or record them in some way, make sure you always keep this record safe and separate from the card and your account.
In the event of loss or theft of the card, you are responsible for reporting this as soon as possible by calling Grass Roots Customer Services on 0344 800 6435 and selecting the Lost & Stolen option. As soon as this is done, the card will be immediately blocked, protecting you from unauthorised usage.
If your card is reported as Lost or Stolen, you will be liable for any transactions made before the date that you have reported your card as Lost or Stolen and these may not be refunded to your replacement card. When a replacement card is issued with any remaining balance on it, we may charge you a Lost, Stolen or Damaged Replacement Card fee of £3.00 (see Fee Table below). This fee will be deducted from the remaining balance available at the time that the card was reported Lost or Stolen. If we have reasonable doubt that you have treated your card just like cash in your wallet or have a reasonable suspicion of fraudulent or improper conduct, you will be liable for any transactions before the time that you reported your card as Lost or Stolen; up to a maximum of £50.
If requested, you must assist us and the police in any enquiries and attempts to recover a lost or stolen Card.
If you suspect that someone else knows your PIN, you must contact Grass Roots Customer Services immediately.
What is the purpose of the card?
The Card is an electronic money (e-money) prepaid Card which allows you to make payments. This is not a credit, charge or debit card. The Card is supplied to You as a limited time reward under the BT Broadband Offer. Whilst You are permitted to use the Card in accordance with this Agreement, BT remains the cardholder and the legal owner of the funds loaded on the Card at all times.
Is there a charge for this card?
No, there is no charge for the issue of this card. Other fees may apply; see Fee Table below for potential fees.
Will you carry out a credit check when I apply for a card?
We will not carry out a credit check; however, BT and Grass Roots will carry out checks to verify your identity and address. These searches will not impact upon your credit record; however the search may leave an indicator, called an 'enquiry' that such a search has been performed.
How is my personal information and privacy protected?
What can I use the card for?
The card can be used at most merchants which display the MasterCard® acceptance mark until the funds on the card are depleted or the card has expired.
How do I use the card?
The card can be used in the same way as any prepaid card. The card is Chip & PIN protected so you will be asked to enter your PIN when performing a transaction in person.
If there are insufficient funds on the Card to pay for a transaction the Card may be declined or the Merchant may allow payment with another payment method. When there are insufficient funds on your Card to make the payment in full, it is advised that you notify the merchant, prior to the transaction taking place, that you require to make a payment using 2 or more payment methods.
What happens when I return an item or am entitled to a refund?
If you are entitled to a refund for any reason for goods or services purchased using the Card, this will be made to the Card.
Who owns the money on the card
The balance on the Card remains the property of BT until used as payment by you for goods or services at any MasterCard accepting merchant. You may spend the balance of any unspent funds on the Card at any time until the expiry of the Card.
Can I get the funds if I want to cancel the card or no longer need it?
Funds on the card will be returned to BT. Unspent funds which remain on the card after expiry cannot be redeemed.
How do I manage the card?
You can check your balance: Online – by visiting www.purecard.com, this service is free. Over the telephone – by calling Grass Roots Customer Services, Card Services, on 0344 800 6435. This service will be charged at the same standard network rate as 01 or 02 landline numbers, even when calling from a mobile.
How much can I load onto the card?
You cannot load your own funds on the card.
How can I check my balance?
You can check Your Available Balance at any time by calling Grass Roots Customer Services or online at www.purecard.com.
When checking my balance it is smaller than I expected but I cannot see why? When using the Card at certain Merchants, including hotels, restaurants and petrol stations, the Merchant may hold an additional amount to cover tips/gratuities, temporarily reducing the balance available on the Card. The balance that has been ring-fenced on the Card for this purpose can be found under your Statement (available on www.purecard.com) as transactions marked: Pending.
How can I change my PIN?
You can change the PIN number allocated to your card to something more memorable by taking your card to an ATM**, selecting 'PIN Services', and then 'Change PIN'.
What happens when I insert an incorrect PIN more than 3 times?
In this case you will be unable to continue with the payment and you need to contact Grass Roots Customer Service, Card Services. They will ask you a couple of security questions before they will be able to reactivate your PIN. They will not share the PIN with you over the phone or by email. To retrieve your PIN you can either login to www.purecard.com or call Grass Roots Customer Service, Card Services, and selecting 'Retrieve PIN' from the IVR menu.
What can I NOT use the card for?
You may not use the Card to obtain traveller's cheques, to obtain cash via ATM or cash back from any Merchant, to settle outstanding balances on credit cards, bank overdrafts or credit agreements. You may not pay for memberships or subscriptions by direct debit or online.
The card cannot be used at any Customer Activated Terminals (such as but not limited to pay@pump, toll roads, car parks or train ticket terminals), foreign exchange bureaus, gambling, or any illegal goods/services.
Can I go overdrawn?
The card is a prepaid Card, which means that you can only spend available funds on the card. If for any reason a transaction is processed that exceeds your available funds, the card may be blocked, and Grass Roots will require you to repay the amount owing immediately.
What do I do if there is a transaction I do not recognise? If you see a transaction that you do not recognise, you should contact Grass Roots Customer Services straight away; or at least within 3 months after the debit date. If, after discussing the transaction, we believe that it was not authorised by you, you will be refunded as soon as possible, and we will investigate on your behalf. If it transpires that the transactions were genuine, we reserve the right to reverse the refunded and charge you an Investigation Fee of £20.00 (See Fee Table below). As part of this process, we may need to cancel and replace the card for security reasons. If we need to do so, you may be charged for a new card, see the Fee Table below, and your remaining balance will be transferred across to the new card minus the fees applicable for the replacement card; £3.00.
Grass Roots Customer Service, Card Services, may require you to provide written confirmation concerning any error on the card by means of a 'Disputed Transaction Declaration' from. You may be prosecuted in the event that you make a fraudulent claim for an unauthorised transaction whether or not you have received a refund.
How long is the card valid for?
The card is valid until the expiry date showing on the front of the card.Can I use the card abroad?
Some cards are usable abroad, however you will need to inform Grass Roots Customer Services team by calling the number on the reverse of the card, so that the transactions are not deemed as suspicious. For more details as to whether the card is useable abroad, please call our contact centre by using the number on the reverse of the card to speak to an advisor.
Card Usage Fees
|Copy of Personal Information We hold on You||£10|
|Card Application and Issue Fee||Free of Charge|
|Lost, Stolen of Damaged Replacement Card||£3|
|Foreign Exchange Charges (these fees will be deducted from Your Available Balance)||A charge of 2.75% will be levied on Transactions in a currency other than that in which the Card is denominated.|
It is extremely important that you, the Card User, read this document and familiarise yourself with contents. If you experience any problems activating or using the card, please call Grass Roots Customer Customer Services on 0344 800 6435.
CONTACTING GRASS ROOTS CUSTOMER SERVICES
If you need assistance, you can contact Grass Roots Customer Services on 0344 800 6435*
Customer Services telephone Lines are open between the hours of 09:00 am and 18:00 pm on Monday to Friday, excluding public holidays. Calls may be recorded for training and quality control purposes and for the prevention, detection or investigation of fraud.
An automated Card activation service and Lost & Stolen Card reporting line is available 24/7 on the Customer Services number above.
* Calls are charged at the same standard rate as 01 or 02 landline numbers, even when calling from a mobile. When calling from a mobile, your telephone provider may charge you additional access charges for the duration of the call. Please always check with your mobile network provider what additional charges may apply when dialling us from your mobile.
Grass Roots UK Ltd
Grass Roots UK Ltd supplies and services the card and is available to give you support if you have any queries or complaints (see Grass Roots Customer Services contact details above). Grass Roots UK Ltd, a company registered in England and Wales with company number 4155659 and whose registered office is Pennyroyal Court, Station Road, Tring, Hertfordshire, HP23 5QY.
Your card is issued by R. Raphael & Sons plc, pursuant to license by MasterCard International Incorporated. MasterCard® is a registered trademark of MasterCard International Inc. Raphaels Bank is a UK Bank authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration number 161302) and is permitted to issue e-money. Head office and registered office at 19-21 Shaftesbury Ave, London W1D 7ED, company registration number 01288938.
BT Reward Card is issued by R. Raphael & Sons plc, pursuant to license by MasterCard International Incorporated.