Version 2.0 | 14th December 2018
By using this website (www.wallets.africa), any of our websites and/or services, you agree to these Terms of Service.
Wallets africa is the trading name of Enterprise Wallet Payments Limited, a subsidiary of Wallets Africa LLC a registered Delaware, USA entity, duly registered in Nigeria. This Agreement is between Wallets Africa (referred to as 'Wallets', 'us', 'we' or 'our') and you, the Wallets Account Holder. Your Wallet Account is maintained by ProvidusBank. on our behalf.
You can contact us using the chat feature on the Wallets app, emailing us at [email protected], or calling us on +2349067983726.
1.1 Your Wallets Account is an e-money account held in naira. Your Wallets Card associated with your Wallets Account, is a prepaid card, not a credit, charge or debit card.
1.2 Your Wallets Card is issued by us under our licence from Visa. The Visa logo is a registered trademark of Visa International Service Association. Your Visa Card remains our property.
1.3 Your rights and obligations relating to the use of your Wallets Account and Wallets Card is as set out in this Agreement between you and us; you have no rights against Visa or its respective affiliates. If you experience any difficulties in using your Wallets Account, you should contact Customer Services.
1.4 This Agreement is written in English and we shall communicate with you in English regarding any aspect of your Wallets Card or Wallets Account.
1.5 You acknowledge that we may communicate with you by e-mail, SMS for issuing any service notices or information about your Wallets Account or Wallets Card and therefore it is important that you keep your e-mail address and mobile phone number updated via the Wallets App. You may download a copy of this Agreement from the Website.
1.6If you wish to use services provided by an Authorised Third-Party Provider on your Wallets Account, you may do so provided that you have signed up to use the Wallets App and your Wallets Account is active.
1.7 We advise that before using an Authorised Third-Party Provider, you ensure that the Authorised Third-Party Provider is authorised by a Regulator to provide their services.
1.8 You must provide your explicit consent or share your Wallets App credentials with the Authorised Third-Party Provider each time access to your Wallets Account is required for them to provide you with their services. You should always consider the implications of sharing your Wallets App credentials and your personal information.
1.9 If an Authorised Third-Party Provider requests access to your Wallets Account to provide you with their services using your Wallets App credentials, we will assume that you have given consent to do so. Please note we must provide access to your Wallets Account if it is requested by an Authorised Third-Party Provider which is properly authorised by a Regulator and we can only refuse access in certain circumstances.
1.10 There is no requirement to use services provided by an Authorised Third-Party Provider in relation to your Wallets Account.
2.1 To apply for a Wallets Account, you must be at least 16 years old, have a valid means of identification as detailed in our KYC requirements, and have a verifiable contact address.
2.2 We will register your Wallets Account for you on the basis of the information that you have provided to us. You must provide accurate information and to tell us of any changes as soon as possible so that our records remain correct.
2.3 To use your Wallets Account, you will need to download the Wallets App via your mobile phone or visit the website on a browser.
2.4 If we discover that the information we hold about you is incorrect, we may have to suspend or cancel your Wallets Account until we can establish the correct information, in order to protect us both.
3.1 The Wallets Card will be posted to your address.
3.2 When the Wallets Card is received, you must sign it immediately and should then activate it via the Wallets App.
3.3 Once the Wallets Card has been activated, the Wallets App will provide the PIN. You must never reveal the PIN to anybody. We will not reveal the PIN to a third party.
3.4 The PIN can be changed at any ATM that has PIN change functionality. When selecting or changing the PIN, you must not select a PIN that could be easily guessed, such as a number that:
3.4.1 is easily associated with you, such as your telephone number or date of birth; or
3.4.2 is part of data imprinted on the Wallets Card; or
3.4.3 consists of the same digits or a sequence of running digits; or
3.4.4 is identical to a previously selected PIN.
4.1 The Wallets Card can be used at any Merchant to make purchases in-store, via the internet and can be used to obtain cash through ATMs (fees may apply, see paragraph X). You can authorise a transaction on the Wallets Card at any Merchant by entering your PIN or other security code. A transaction can also be authorised by tapping the Wallets Card against a Contactless enabled reader. Please be aware that you may not usually stop a transaction once it has been authorised as at that point it is considered to be received by us. We may refuse to execute a transaction if the transaction is unlawful or fraudulent. We will treat the transactions as authorised and genuine if the Wallets Card PIN or other security code personal to you is used.
4.2 The Wallets Card is a prepaid debit card, which means that the Available Balance will be reduced by the full amount of each transaction and authorisation, plus any applicable taxes and charges, including additional ATM charges if any. You must not use the Wallets Card if the Full Deductible Amount exceeds the Available Balance.
4.3 Due to security safeguards, Merchants that accept the Wallets Card are required to seek authorisation from us for all of the transactions that are made by you. There are some circumstances where Merchants may require you to have an Available Balance greater than the value of the transaction you wish to make. You will only be charged for the actual and final value of the transaction you make. Merchants request this as they may need to access more funds than you initially planned to spend. For example:
4.4 The Wallets Card cannot be used in situations where it is not possible to obtain online authorisation that you have sufficient balance for the transaction. For example but not limited to: transactions on trains, ships, and some in-flight purchases.
4.5The Wallets Card should not be used as a form of identification.
4.6 The Wallets Card may not be used for any illegal purpose or in any manner prohibited by law, nor for gambling, for any adult entertainment or for Quasi Cash transactions.
4.7 We may ask you to surrender any Wallets Cards at any time for a valid reason in accordance with the provisions in paragraph 13 of this Agreement.
4.8 If a retailer agrees to give a refund for a purchase made using the Wallets Card, the funds will be added to the Available Balance of the Wallets Account when we receive the funds from the retailer.
4.9 The Wallets Card can be used to make transactions in a currency other than naira (“foreign currency transaction”), the amount deducted from your Wallets Account will be converted to naira on the day we receive details of that foreign currency transaction. We will use a rate set by Visa, which will be available on each Working Day and changes in the exchange rate shall take effect immediately. Exchange rates can fluctuate and they may change between the time you authorise a transaction and the time it is deducted from your Available Balance. You can find out the exchange rate applied to a transaction in your transaction history.
5.1 The expiry date of the Wallets Card is printed on the front. You will not be able to use your Wallets Card once it expires. We may send you a replacement Card if requested (fees may apply, see paragraph X -schedule of fees).
5.2 Any Available Balance remaining on the Wallets Account at Wallets Card expiry will remain yours for a period of six years from the expiry date. Within this period, you may at any time transfer any Available Balance on the Wallets Account to a bank account (subject to Wallets Account Limits). You will not have an access to your Wallets Account and we will not return any funds remaining on the Wallets Account after six years from Wallets Card expiry and this Agreement will terminate.
6.1 Subject to Wallets Account Limits, the Wallets Account can be used for setting up recurring payment, for making airtime and bill payments, and for making and receiving transfers. You are entitled to only one Account.
6.2 Subject to Wallets Account Limits, funds can be added to the Wallets Account via transfers from another Wallets Account, via bank transfers to your Wallets Sterling Bank NUBAN Account and authourised cards. The Wallets Account Details will be required for adding funds via one of these methods. Funds can also be added to the Wallets Account by Wallets transferring funds from Wallets’ account to your Wallets Account. Depending on how the funds are added to the Wallets Account, fees may apply see paragraph X.
6.3 A payment coming into your Wallets Account may not be credited to your Wallets Account if:
6.3.1 the Wallets Account has reached the Wallets Account Maximum Balance or Wallets Account Limits; or
6.3.2 the Account is inactive or blocked; or
6.3.3 the sender has provided incorrect/invalid Wallets Account Details for your Wallets Account; or
6.3.4 we suspect fraudulent activity on the Wallets Account; or
6.3.5 to do so is prohibited by any law.
6.4 The funds may be sent back to the sender without notifying you if paragraph 6.3 applies.
6.5 To make a bank transfer from your Wallets Account, you will need to provide the bank name and account number of the person you wish to pay. To make a Wallets Account transfer, you will need the phone number of the person you wish to pay.
6.10 It is your responsibility to ensure correct recipient Account details and payment amount is provided when making any payment or setting up a payee. You are responsible if you give us incorrect instructions or mistakenly instruct us to make the same payment more than once, but we will try to help you get the money back. We may not always be able to do this, but we will do all we can. If we cannot get the money back, you can request the relevant information we have about the transaction to help you reclaim the money. We will provide this information on receiving a written request from you, unless the law prevents us from doing so.
6.11 You can authorise us to make a payment from your Wallets Account via the Wallets App by setting up electronic payments and giving us instructions via a third party, such as through a direct debit scheme. We will treat a payment as authorised by you if:
6.11.1 the transaction was authorised from the Wallets App using the required entry passcode or credentials and that the payee had been approved;
6.12 We may refuse to execute or process a payment (without prior notice to you) if:
6.12.2 the Wallets Account is suspended or closed; or
6.12.3 the Wallets Account has reached its Wallets Account Limits; or
6.12.4 we need to do so to comply with the rules of the payment system; or
6.12.5 we suspect fraudulent activity on the Wallets Account or the payment is unlawful or fraudulent; or
6.12.6 we are concerned about fraud or unauthorised access to the Wallets Account by third party; or
6.12.7 required to comply with any law.
6.13 If we refuse to process a payment under paragraph 6.12:
6.13.1 we will not be liable for any loss this may result in, nor will we be obliged to inform the intended recipient.
6.13.2 you can check the Wallets Account to ensure there was enough Available Balance and/or that correct recipient details were provided at the point when the transaction was authorised or payee set up, or you can ask us why we have not executed a payment by contacting Customer Services. Unless the law prevents us, we will explain why and we will also tell you what you can do to correct any errors in the Payment Instruction.
6.13.33 because we or Wallets are concerned under paragraph 6.12.6 In this event, Wallets will contact you using the contact details provided by you or by leaving a message on the Wallets App as soon as possible or in advance if possible to explain why we have refused to process the payment, unless we are prohibited by the law or we have security reasons to do so.
6.14You may not be able to stop any payments once it has been authorised by you or a third party. However you may be able to stop a Recurring Payment payment provided that:
6.14.1 the Recurring Payment is cancelled one hour before the Wallets Account is due to be debited; and
6.14.2 the payment has not already been made.
6.15 If you stop or cancel a Recurring Payment, you must tell the recipient to whom the Recurring Payment is payable. We will not be responsible if you fail to inform them and the recipient will not have any claim against us.
6.16 If, for any reason, a payment is processed for an amount greater than the Available Balance on your Wallets Account, you must repay us the amount by which the Full Deductible Amount exceeds your Available Balance immediately after receiving an invoice from us. Should you not repay this amount immediately after receiving an invoice from us we reserve the right to take all steps necessary, including legal action and/or closing your Wallets Account, to recover any monies outstanding.
6.17 The Available Balance on your Wallets Account will not earn any interest.
7.1 You can check the Available Balance and transaction history on the Wallets Account via the Wallets App.
7.2 You can check the Available Balance at an ATM.
7.3 We will make your monthly Wallets Account statements available in the Wallets App free of charge and every month we will send a push notification, SMS or email to notify you that your statement has been updated.
8.1 You may cancel your Wallets Account and any Wallets Cards before activating them, and up to 14 calendar days after the date of activation (“cancellation period”), by calling Customer Services. You may transfer any Available Balance to a bank account (subject to Account Limits) before cancelling the Wallets Account.
8.2 You may close your Wallets Account at any time after the cancellation period and redeem any Available Balance on the Wallets Account through the Wallets App by contacting Customer Services. Alternatively, you may at any time transfer any Available Balance to a bank account (subject to Wallets Account Limits) and call Customer Services to close the Wallets Account.
8.3 Once the Available Balance is redeemed and the Wallets Account is closed, your Agreement will terminate. However, if paragraph 8.5 applies to your Wallets Account then your Wallets Account will remain active and your Agreement will continue to apply to you until there is no money outstanding on your Wallets Account.
8.4 All Direct Debit transactions that were set up on the Wallets Account will be rejected once your Wallets Account is closed.
8.5 If we find any additional withdrawals, fees or charges have been incurred on your Wallets Account following the processing of the redemption request, we’ll send an itemised invoice to you and we will require you to refund us immediately after receiving the invoice. Should you not repay this amount immediately after receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.
9.1 You are responsible for the use of your Wallets Account and any Wallets Cards issued for your Wallets Account.
9.2 We may restrict or refuse to authorise any use of your Wallets Account and any Wallets Cards issued to your Wallets Account including transactions in any legal jurisdiction if using the Wallets Card or Wallets Account is causing or could cause a breach of this Agreement or if we have reasonable grounds for suspecting that you or a third party has committed or is about to commit a crime or other abuse in connection with the Wallets Card or Wallets Account.
9.3 Where appropriate, any refusal to authorise a Wallets Card transaction will be relayed to you via the Merchant concerned.
9.4 It is your responsibility to sign your Wallets Card as soon as you receive it and keeps it safe. You must also keep safe any security information or credentials related to the Wallets Card, Wallets Account and Wallets App.
9.5 You will be liable for all unauthorised transactions that arise from the use of a lost or stolen Wallets Card or Wallets Account security information or the misappropriation of the Wallets Card if you fail to:
9.5.1 keep the Wallets Card and/or security features of the Wallets Card and Wallets Account safe, or
9.5.2 notify us that the Wallets Card is lost or stolen.
9.6 You must ensure you do not:
9.6.2 write down password(s), PIN or any security information related to Wallets Card, Wallets Account and Wallets App unless this is done in a way that would make it impossible for anyone else to recognise any of that information, or
9.6.3 disclose your PIN or any security information related to your Wallets Card, Wallets Account and Wallets App, or otherwise make them available to any other person, whether verbally or by entering them in a way that allows them to be observed by others; or
9.6.4 enter the PIN in any ATM that does not look genuine, has been modified, has a suspicious device attached or is operating in a suspicious manner.
9.7 You should never allow a third party other than an Intermediary Payment Service Provider to use or access your Wallets Account.
9.8 You must not disclose or make available your Wallets App credentials to a third party unless the third party is a Payment Service Provider and you want to use their services.
9.9 You will be responsible for all transactions which you authorise, whether such transactions are made by you from the Wallets Account or by authorising a third party to do so on your behalf.
9.10 You will be liable for all transactions that take place as a result of you acting fraudulently or failing to comply with this Agreement with intent or gross negligence. Any such transactions and any fees and charges relating to such transactions will be deducted from the Available Balance on your Wallets Account.
9.11 It is your responsibility to keep us updated of changes to your information, including e-mail address and mobile numbers. Failure to do so may result in us being unable to contact you regarding your Wallets Account, including the provision of refunds to which you might be entitled or to let you know about changes to this Agreement.
9.12 You agree to indemnify and hold harmless, us and our distributors, partners, agents, sponsors, and service providers and their group companies from and against the costs of any legal action taken to enforce this Agreement and/or any breach of this Agreement or fraudulent use of the Wallets Card, Wallets Account, Wallets App log in details, or PIN by or authorised by you.
9.13 The Wallets App is supported on Apple iPhones running iOS versions where the operating system has not been modified, or jailbroken, or configured to allow software installation from anything other than the Apple App Store. Use of the Wallets App on such a device is at your risk and Wallets can be held responsible for any loss or data, information or financial loss.
10.1 In the event of loss, theft, fraud or any other risk of an unauthorised use of the Wallets Card or Wallets Account, or if the Wallets Card is damaged or malfunctions, you must block your Wallets Card via the Wallets App immediately or contact Customer Services.
10.2 In the event that you notify us in accordance with this Agreement that your Wallets Card, security information related to your Wallets Account or Wallets Card or Wallets App credentials has been lost or stolen you will be liable for a maximum of N30,000 of any loss that takes place prior to us being notified.
10.3 Provided that you have informed us in accordance with paragraph 10.1 and that paragraph 10.4 does not apply, then you will not be liable for losses that take place following the date on which you informed Customer Services. If there is an Available Balance remaining on your Wallets Account, you can request for a replacement Wallets Card for your Wallets Account. If we replace the Wallets Card, the replacement will be delivered to your address (fees apply, see paragraph X).
10.4 In the event that we have reason to believe that you have acted fraudulently or have acted with gross negligence or intentionally in failing to notify us of the lost or stolen Wallets Card or have failed to keep your Wallets Card or security information related to your Wallets Card and Wallets Account safe or you have breached this Agreement then you shall be liable for all losses.
11.1 If you have a reason to believe that a transaction on your Wallets Account was unauthorised by you or a Payment Service Provider or was made incorrectly, you must inform us immediately, but in any event within 13 months of the date of the relevant transaction.
11.2 If you report unauthorised transaction to us:
11.2.2 We are not obliged to refund the unauthorised sums to you if we have reason to believe that you have acted fraudulently and we may notify the police or any other authority permitted by law. If we don’t provide a refund by the end of the next Working Day but subsequently confirm that the transaction was unauthorised, we will refund the sums to you straight away.
11.2.3 We will have no further liability to you once we have refunded the unauthorised sums to you. If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any fees, to your Wallets Account.
11.2.4 You will be liable for all unauthorised transactions made from your Wallets Account if you have acted fraudulently or deliberately or with gross negligence failed to keep the Wallets Card, Wallets Card security information or Wallets App credentials safe in accordance with this Agreement, or where you have failed to notify us without undue delay on becoming aware that the Wallets Card, security information related to the Wallets Card or Wallets App credentials has been lost or stolen.
11.2.4 You will not be liable for unauthorised transactions from your Wallets Account after you have told us that the Wallets Card, Wallets Card security information or Wallets App credentials has been lost, stolen or compromised.
11.3 If you tell us that a transaction has been made incorrectly, after we are informed, we will immediately refund your Wallets Account with sufficient funds including any charges to restore your Wallets Account to the same position as if the incorrect transaction had not been made. However this will not apply if:
11.3.1 any Payment Instructions you gave us were incorrect. If so, we will make reasonable efforts to recover your money if the payment has gone missing, but we may charge you a fee to cover our costs in doing so. We will tell you how much it is before we start recovery process.
11.3.2 we can show that the payment was actually received by the other bank (in which case they will be liable).
11.4 If funds have been paid in to your Wallets Account by mistake, we can take the funds back out of your Account and/or put a hold on the money so it cannot be spent.
11.4.1 We don’t have to tell you before we take the money back or put a hold on the money.
11.4.2 If funds goes into your Wallets Account by mistake, we are required to provide sufficient details about you and the incorrect payment to the bank or institution that sent the payment to enable them to recover the funds.
11.5 the authorisation given did not specify the exact amount to be paid;
11.5.2 the amount that has been charged to your Wallets Account was more than you could reasonably have expected to pay, based on the circumstances, including previous spending patterns; and
11.5.3 you make the refund request within eight weeks of the date when the payment was taken from your Wallets Account.
11.6We may ask you to provide information as is reasonably necessary to verify that conditions in paragraph 11.5.1 to 11.5.3 are met.
11.7If you ask us to make a refund under paragraph 11.5 then, within 10 Working Days of the date we receive your request (or if we ask for more information under paragraph 11.6, within 10 Working Days of the date we receive that information) we will either:
11.7.1 refund the payment in full; or
11.7.2 tell you the reasons why we do not agree to the refund.
11.8 You will not be entitled to a refund under paragraph X if:
11.8.1 you have given us your consent for the payment to be made; and
11.8.2 where applicable we (or the person or a Merchant you agreed to pay) have given you information on the payment in question at least four weeks before the due date of the payment; or
11.8.3 if the payment in question was higher than you reasonably expected to pay is due to a change in any currency exchange rate.
12.1 We may change this Agreement, including fees and limits by providing you with at least two months prior notice by e-mail (provided you have supplied us with an up-to-date e-mail address) and will ensure the most recent version is always available on the Wallets App.
12.2 If you do not agree with the changes to the Agreement, you may at any time within the two months’ notice period terminate your Agreement and close your Wallets Account in accordance with paragraph 8.2 at that time without a charge. However, in the event you do not cancel during this period then you will be deemed to have accepted them and the changes will apply to you.
12.3There are some situations where we can make changes to this Agreement and we do not have to tell you in advance. These are changes you probably expect because of the nature of the product or service, or that you won’t mind about because they are favourable to you. We do not have to tell you personally in advance when any of the following happen:
12.3.1 If the change is in your favour, if we reduce your charges, if we make this Agreement fairer to you, or if we introduce a new service or feature from which you can benefit.
12.3.2 We make a change because a change in law or regulation says that we have to by a particular date, and there isn’t time to give you notice.
12.4 If any part of this Agreement is inconsistent with any regulatory requirements then we will not rely on that part but treat it as if it did actually reflect the relevant regulatory requirement. If we need to make operational changes before we can fully comply with the new regulatory requirement, we will make those changes as soon as reasonably practical. We will update our Agreement to reflect the new regulatory requirements when they are next reprinted.
13.1 We can terminate this Agreement at any time:
13.1.1 if we give you two months’ notice and refund the Available Balance to you without charge, or
13.2 We can suspend or terminate your Wallets Card, Wallets Account and Wallets Account Details at any time with immediate effect (and until your default has been remedied or the Agreement terminated) without any prior notice to you if:
13.2.2we discover any of the information that you have provided to us when applied for your Wallets Account was incorrect; or
13.2.3 we suspect or to prevent suspected unauthorised or fraudulent use of your Wallets Card, Wallets Account or any security credentials related to any Wallets Cards or Wallets Account; or
13.2.4 if you have reached your Wallets Account Limit; or
13.2.5 any legal obligations require us to do so; or
13.2.6 you have breached this Agreement or we have reason to believe that you have used, or intend to use the Wallets Card or Wallets Account or the Wallets App credentials in a grossly negligent manner or for fraudulent or other unlawful purposes or if we cannot process any transactions due to the actions of third parties.
13.3 In the event that we do suspend or terminate your Wallets Account then if we are able to do so, we will tell you in advance otherwise we will let you know immediately afterwards (to the extent the we are permitted by law). We may advise anyone involved in the transaction if a suspension has taken place.
13.4 In the event that any additional fees are found to have been incurred on your Wallets Account following termination by either you or us, then subject to this Agreement, you shall refund to us any sum which relates to a withdrawal on the Wallets Account or fees and/or charges validly applied whether before or after termination. We will send an invoice to you and will require you to refund us immediately. Should you not repay this amount immediately after receiving an invoice from us we reserve the right to take all steps necessary, including legal action, to recover any monies outstanding.
14.1 Subject to paragraph 14.2, our liability in connection with this Agreement (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) shall be subject to the following exclusions and limitations:
14.1.1 we shall not be liable for any default resulting directly or indirectly from any cause beyond our control, including but not limited to, a lack of funds and/or failure of network services at ATMs, maximum withdrawal limits set by ATM operators and failure of data processing systems;
14.1.2 we shall not be liable for any loss of profits, loss of business, or any indirect, consequential, special or punitive losses;
14.1.3 where the Wallets Card is faulty due to our default, our liability shall be limited to replacement of the Wallets Card, or at our choice, redemption of the Available Balance;
14.1.4 where sums are incorrectly deducted from your Available Balance due to our default, our liability shall be limited to payment to you of an equivalent amount;
14.1.5 in the unlikely event that sums are deducted from your Available Balance but you did not authorise such deduction in accordance with this Agreement then our liability shall be as set out in paragraph 11; and
14.1.6 in all other circumstances of our default, our liability will be limited to redemption of the Available Balance.
14.2 Nothing in this Agreement shall exclude or limit our liability for (i) death or personal injury resulting from our negligence or (ii) fraud or fraudulent misrepresentation or (iii) any other liability which may not be limited or excluded by law.
14.3 To the extent permitted by law, all conditions or warranties implied by law, statute or otherwise are expressly excluded.
14.4The above exclusions and limitations set out in this paragraph shall apply to any liability of our affiliates such as Visa, and other suppliers, contractors, agents or distributors and any of their respective affiliates (if any), to you, which may arise in connection with this Agreement.
14.5 In the event of suspected or actual fraud or security threat to your Wallets Card or Wallets Account, we will use SMS, telephone, post, email or another secure procedure to contact you. We may ask you to verify your identity for security purposes.
15.2 If you allow or give consent to a Payment Service Provider to access your Wallets Account to provide their services to you, you should know that we have no control over how a Payment Service Provider will use your information nor will we be liable for any loss of information after an Payment Service Provider has access to your information.