sQuidcard Terms & Conditions - Consumer Portal

These Terms and Conditions apply to your sQuid account and govern the relationship between sQuidcard Limited (sQuid) and you. Use of your sQuid account will constitute acceptance of these Terms and Conditions. You must therefore read them carefully. Please print a copy of these Terms and Conditions for your records.

sQuid is a digital payments platform. When you add funds to your sQuid account you will be purchasing digital value from sQuidcard Limited, whose registered address is John Loftus House, Summer Road, Thames Ditton, Surrey, KT7 0QQ. The use of your account is limited to the particular education service or transit service that we provide for you.

Creating an account and registering with sQuid

You can create a sQuid account online at https://portal.squidcard.com, providing you have a valid sQuid Registration Number (SRN), the 16 digit number on the back of a sQuid card issued by us or by an affiliated scheme partner or stated in the issuing Partner’s letter or email.

If you need to change any of the details or preferences you have registered with sQuid when you created your account you can edit these online by accessing ‘My details’ once you have logged in.

Topping up your sQuid account

You can top up your sQuid account in a number of different ways:

1. With a direct transfer from your bank account using your bank’s online payments facility. You will just need the unique 6 digit bank reference assigned to you when you registered and created a sQuid account. You can find this on the Top up menu and by selecting the option: “Top up with funds from my bank account”.

2. Online using a debit card

3. Online using a credit card. (*see below)

4. With cash at PayPoint or on-campus depending on the sQuid scheme and Issuer.

(*)If you choose to use a credit card to make payment, the bank issuing your card may levy charges for the use of the card in the same way that they may charge you for the use of the credit card at an ATM to withdraw cash. sQuid has no role in determining whether a charge is levied by the bank and does not receive any share of the charges collected by them in this way.

To help minimise the exposure of your sQuid account, an account used on-campus is usually limited to £100. You can top up more online, but the balance over £100 will not all be immediately available. For accounts used for online payments only, e.g. a school trip, this limit does not apply.

You can safely and securely store your debit card or credit card with sQuid for quick and easy future top up payments.

You can choose to set up an automatic top up (ATU) so that whenever the balance drops below a certain amount it is automatically topped up with funds. Your payment card details are securely stored to enable this service.

You can check the account balance on your sQuid account online at any time.

Paying with sQuid

The use of your sQuid account to make purchases is limited in scope in terms of what you can buy.

You can use your sQuid school or campus account to pay for your school or campus services, or you can use your sQuid transit account to pay for your transit journeys. Accounts are not interchangeable.

For school/campus accounts you can only purchase items on offer at the participating school/campus with which your account is linked.

For transit accounts you can purchase travel tickets on offer from the participating transit operator with which your account is linked.

A sQuid account is not a credit card, charge card or debit card. It is a pre-pay account that is topped up with funds prior to use. Before you can use your sQuid account you will need to load it with value by transferring money to it, which you can do online or at a participating top up point (see 'Topping up your sQuid account').

Expiry

Your sQuid account does not have an expiry date. However, if you have a balance on your account but do not use it for a period of one year (12 months) or more, an account administration fee of £5 per annum will be charged to your account. These charges reflect the cost to sQuid of managing your account and funds on our systems. Checking the balance on your sQuid account does not constitute use of your sQuid account. Please note charges incurred will never result in a debt on your sQuid account.

Cancellation and redemption

You have the right to cancel your sQuid account at any time. Simply send the cancellation request by email to customerservice@squidcard.com or in writing to the address below. If you have a sQuid card, this can be returned to us at this address, sQuid Customer Services, sQuidcard Limited, John Loftus House, Summer Road, Thames Ditton, Surrey, KT7 0QQ.

You can redeem at any time any unused value on your sQuid account provided:-

1. the balance on your sQuid account is at least £5, after any relevant charges (see ‘Expiry’).

2. value is held on your sQuid account and not uploaded to an affiliated scheme partner’s back office system, such as a school’s catering service. If the value has been uploaded to an affiliated scheme partner, sQuid does not hold the funds and therefore cannot action the refund. In these instances, you can request the refund by contacting the affiliated scheme partner

3. we have no reason to suspect that you are engaged in fraudulent or other criminal activities

4. we are not prohibited from redeeming the stored value by any applicable law, regulation, court order or instruction or guidance of a competent regulatory authority

5. the value in your account has not been accrued as a result of a loyalty reward being applied. Funds in a loyalty rewards purse cannot be refunded. In this instance an account holder should contact issuer of this reward.

sQuid may charge an administration fee of £5.00 for refunding stored value from a sQuid account and we reserve the right to vary this charge. For funds credited to an international bank account, sQuid will charge £12 in addition to the bank administration fees. These fees reflect the costs and charges we bear.

Any redemption payment will be credited back to the credit card, debit card or bank account last used for a top up or to make a purchase.

To enable us to comply with our legal obligations, we may need to carry out checks to verify your identity before processing a redemption request and we reserve the right to refuse to process any redemption request if you fail to assist with that verification process.

Alternatively you can just run down the balance on your sQuid account to £0.00. If you have a card you can then return the card to us at the address given above. Or you can advise us to close your account by emailing us at customerservice@squidcard.com.

Loss, theft, damage

You should treat a sQuid card or any card issued by an affiliated scheme partner like you would cash in your own wallet. If you lose it or if it is stolen you may lose any value which is stored on it.

For cards issued by sQuid:

If you have registered your sQuid card online, you should immediately report it as lost, stolen or broken. If you notice any loss, theft, fraudulent or unauthorised use of your sQuid account you should also login and report it to sQuid via the secure portal https://portal.squidcard.com

In the event of loss, theft, fraud or other unauthorised use of your sQuid account or card, or if your sQuid card is damaged or malfunctions, we may, at our sole discretion, replace your sQuid card (if applicable) and transfer any value stored on it to a replacement card or account.

Circumstances in which we may determine, at our sole discretion, that we will not replace your sQuid card, include those where we reasonably believe that the notified incident has been caused by your wilful breach of these Terms and Conditions or if there are reasonable grounds for suspecting that you are or have been engaged in fraudulent or other unlawful conduct. Alternatively we may, at our sole discretion, make a redemption payment in respect of any outstanding value stored on your sQuid card.

If we agree to replace your sQuid card, a replacement card will be delivered to your registered home address.

We reserve the right to charge a replacement card fee for each replacement card where we are the original issuer. If you subsequently find or retrieve a sQuid card which you have previously reported lost or stolen, you should login and notify sQuid Customer Services via the sQuid portal immediately.

For cards issued by an Affiliated Scheme Partner:

An Affiliated Scheme Partner (ASP) is a partner who offers the sQuid service. Partners can be schools or campuses. If your card has been issued by an ASP and has been lost, stolen or is faulty, then please contact them immediately. Alternatively, you can notify sQuid directly to report the card lost, stolen or faulty - simply log into your sQuid account online and choose the ‘Lost or stolen card?’ option in the left hand menu.

Separate replacement card arrangements and fees may apply for cards issued by our scheme partners. For specific terms and conditions, please refer to the scheme partner.

For biometric systems that also use a card as an identifier:

If you have a card which is used as an identifier on campus in conjunction with a biometric system, and it is lost, stolen or is faulty, then please contact your campus scheme partner immediately.

Separate replacement card arrangements and fees may apply for cards issued by our partners. For terms and conditions applying to your particular school, campus, or transit card, please refer to the scheme partner.

For international cards:

We provide sQuid cards for particular purposes in international settings, through our partners. If you are outside the United Kingdom and your sQuid card has been lost, stolen, or is faulty, please contact customerservice@squidcard.com or the scheme partner that issued the card.

Complaints procedure

Our customers are important to us, and each customer has the right to a fair, swift and courteous service at all times. If you are unhappy with the service that you have received from us, you have the right to complain. We do not tolerate abuse of our staff.

To view our customer complaint procedure, please visit our customer complaints procedure page.

Compensation

Value stored on your sQuid account is not covered by the Financial Services Compensation Scheme. We do not offer any other compensation schemes to cover losses claimed in connection with your sQuid card.

Customer Service

If you need assistance or if you have any enquiry relating to your sQuid account, you can use the Contact Us facility on the sQuid website or by e-mail at customerservice@squidcard.com.

Data protection and privacy

If you create a sQuid account and register on the sQuid portal you will be asked to provide certain personal information, including your name, address, and contact details. This information is stored securely by us. If you choose to activate the automatic top up (ATU) facility your debit or credit card details will also be securely stored.

If you sign up to sQuid email communications and decide at a later date to change your mind, you can unsubscribe online at any time by clicking the link in the footer of the email.

We are committed to maintaining the security of your personal information in accordance with the requirements of the Data Protection Act and will take all reasonable steps to ensure that your personal data is kept secure against unauthorised access, loss, disclosure or destruction.

The sQuid Privacy Policy is available on our website. It will apply whenever you provide us with personal information, and is incorporated by reference into these Terms and Conditions.

Liability

sQuid is not responsible for the value amount of the transaction when you purchase an item. sQuid shall not be held liable for any loss of any kind resulting directly or indirectly from any cause beyond our control, including but not limited to, failure of network services and failure of data processing systems or for any defects of failures of any item purchased using sQuid. To the extent permitted by law, all conditions or warranties implied by law, statue or otherwise are expressly excluded.

Variation

We reserve the right to amend or waive any provision of these Terms and Conditions from time to time and at any time, or to terminate sQuid services on reasonable notice. The Terms and Conditions applicable to the use of sQuid shall at any time be the terms and conditions published on the sQuid portal https://portal.squidcard.com and your continued use of sQuid shall constitute your acceptance of such terms and conditions.

Copyright

Unless expressly stated the copyright and other intellectual property rights (such as, design rights, trademarks, patents etc.) in any material provided by sQuid remains the property of sQuid. sQuid owned material on this website including text and images, may not be printed, copied, reproduced, republished, downloaded, posted, displayed, modified, reused, broadcast or transmitted in any way, except for the user's own personal non-commercial use. Permission for any other type of use must be obtained from customerservice@squidcard.com

Assignment

We may assign these Terms and Conditions to any other company in the same group of companies as sQuidcard Limited. If we assign these Terms and Conditions, your rights will not be affected.

Governing law

These Terms and Conditions are governed by English law. Your use of this website/portal and any dispute arising out of such use of the website/portal is subject to the laws and jurisdiction of England and Wales.

These Terms and Conditions were last updated on 23 September 2021.

PLEASE PRINT THESE TERMS AND CONDITIONS FOR YOUR RECORDS