Retail Wallet — Card Terms & Conditions
The terms for the Retail Wallet Card and its funding models · Version 1.0 · in force from 10 August 2026 · Document 1 of 2 — a separate Privacy Policy is Document 2.
Which model applies to you.
These Terms describe three programme models. Only Model A (Prepaid / Stored Value) is currently in operation — the Retail Wallet Card is a prepaid, stored-value card, topped up by you and spent in store. Model B (Linked Card / Pay-as-you-tap) and Model C (Single-use Card) are set out so the position is clear in advance; neither is enabled, and neither will be launched until it has been separately approved by our card issuer and our payment processor. The App always tells you which model your Card uses.
Scope: how this relates to the Embargo app terms
Embargo’s own Terms & Conditions of Use govern the Embargo loyalty app (Stamps, Venue Offers, walk-ins and ordering) and contain no payment, card, wallet or e-money provisions. The card and payments are a separate, regulated product provided by Retail Wallet Ltd (programme manager) and issued by Wallester UK Ltd (FCA-authorised EMI).
These are therefore a separate, standalone Card Terms & Conditions (this document) plus a separate Privacy Policy, which you accept when you issue or use the Card inside the Embargo app. Embargo’s app terms cross-reference that card and payment features are provided by Retail Wallet Ltd under these separate terms.
Common terms — apply to all models
A. Introduction & the parties
A.1These Card Terms & Conditions (“Terms”) are a legal agreement between you and Retail Wallet Ltd (“Retail Wallet”, “we”, “us”, “our”) and govern the Retail Wallet Card (the “Card”) and the related payment services (the “Services”). Please read them carefully and keep a copy; the current version is always available in the App.
A.2The Card is issued by Wallester UK Ltd (the “Issuer”), authorised by the Financial Conduct Authority (FCA) as an Electronic Money Institution (authorised 28 May 2026). Retail Wallet is the programme manager: we provide the Services, present the Card to you and accept payment for the programme.
A.3The Card is issued, held and used inside the Embargo mobile application (the “App”), operated by Embargo Lifestyle Limited (“Embargo”, company no. 10261303). Embargo provides the App through which we reach and serve customers. Embargo does not hold, receive, touch or move any funds, is not a payment service provider, and is not a party to any payment you make.
A.4These Terms are separate from Embargo’s own Terms & Conditions of Use and privacy policy, which govern your general use of the Embargo app. Where those app terms conflict with these Terms in relation to the Card or a payment, these Terms prevail for the Card and the payment.
A.5Payments are made over the Visa network. Charges to your funding card (Part 1) or linked card (Part 2) are processed by our payment processor, Stripe Payments UK Ltd (the “Payment Processor”).
A.6The Card can be used only in person, and only at Participating Merchants in the Embargo network. The App shows which Participating Merchants accept the Card and where it can be used. It cannot be used online, for remote purchases, at ATMs, or to obtain cash.
A.7By requesting, activating, topping up, linking a card to, or paying with the Card, you confirm that you accept these Terms. If you do not accept them, do not use the Card.
A.8These Terms cover three programme models, and the Common Terms apply to all of them:
- Model A — Prepaid / Stored Value (Part 1). You top up your Card in advance and spend the stored balance. Your balance is electronic money issued and safeguarded by the Issuer. Full identity verification applies. This is the model currently in operation.
- Model B — Linked Card / Pay-as-you-tap (Part 2). No stored balance; you link your own bank card and it is charged for your share of each in-store purchase at the moment you tap. Not enabled.
- Model C — Single-use Card (Part 3). A card bought for a fixed value for use at one named merchant, which cannot be topped up. Not enabled.
B. Definitions & interpretation
- App — the Embargo mobile application through which the Card is issued and managed.
- Cashback — a percentage of your spend that a Participating Merchant credits back to you after a purchase, to use on future purchases (clause 1.5).
- Card — the virtual Retail Wallet Card (a Visa card, shown in the app as the “Retail Wallet & Embargo” card) provisioned to your Apple Pay or Google Wallet.
- Discount / Offer — a price reduction or other benefit made available through the Services at a Participating Merchant.
- Embargo — Embargo Lifestyle Limited, operator of the App (company no. 10261303).
- External Discount — a discount, voucher or promotion from a third-party platform.
- Funding Card — the payment card you use to top up under Model A (Part 1).
- Issuer / Wallester — Wallester UK Ltd, the FCA-authorised EMI that issues the Card and safeguards Prepaid Credit.
- Linked Card — your own payment card that you would connect under Model B (Part 2). Model B is not enabled.
- Single-use Card — a Card bought for a fixed value for use at one named merchant under Model C (Part 3), which cannot be topped up. Model C is not enabled.
- Participating Merchant — a retailer in the Embargo network that accepts the Card, as shown in the App.
- Payment Processor — Stripe Payments UK Ltd.
- Prepaid Credit — the prepayment you make under Part 1 for goods and services at Participating Merchants (clause 1.1).
- Transaction — a purchase you make with the Card at a Participating Merchant.
- you / your — the customer and cardholder: an individual aged 18 or over resident in the United Kingdom.
B.1Headings are for convenience only. Singular includes plural and vice versa. “Including”, “such as” and “for example” are illustrative and do not limit what precedes them. References to a statute include any amendment or replacement of it.
C. Eligibility, your account & verification
C.1To use the Card you must be at least 18 years old, resident in the United Kingdom, and able in law to enter into these Terms. The Card is not intended for anyone under 18.
C.2You may hold one account unless we agree otherwise. You must give accurate, current and complete information and keep it up to date in the App.
C.3You are responsible for keeping your App login, device and Card credentials secure and for all activity through your account. Treat the Card like cash; do not disclose your credentials or let anyone else use your Card. Tell us promptly (Section S) if you believe someone else knows your credentials.
C.4Identity, KYC and anti-money-laundering checks. Retail Wallet carries out the customer identity, know-your-customer (KYC) and anti-money-laundering (AML) checks for the programme and passes the results and supporting information to the Issuer (Wallester) so the Card can be issued and operated. By using the Services you authorise these checks and this sharing. We or the Issuer may request more information, apply lower limits, delay a top-up or Transaction, or refuse or withdraw a Card where checks are incomplete or raise concerns.
C.5We or the Issuer may refuse, restrict, suspend or close an account, or block a Transaction, to comply with legal or regulatory obligations, the Visa scheme rules, or to manage fraud, security or risk. Where we can and it is lawful, we will tell you.
D. The Card
D.1The Card is a Visa card issued by the Issuer and presented as a virtual card in Apple Pay or Google Wallet. It is a prepaid / limited-acceptance payment card. Under Model A — the model in operation — it spends your Prepaid Credit (Part 1). Models B and C, described in Parts 2 and 3, are not enabled.
D.2Where it works. The Card can be used only in person, only at Participating Merchants in the Embargo network. The App shows which Participating Merchants accept the Card. The Card cannot be used online or for remote purchases, at ATMs, or to obtain cash; it has no IBAN or account number; and it cannot be used to transfer or send value to any other card, person or account.
D.3Device requirements. To use the Card you need a supported smartphone with Apple Pay or Google Wallet and a working internet connection at the till so the Transaction can be authorised. If these are unavailable, you may be unable to pay with the Card.
D.4The Card and any Prepaid Credit remain subject to the Issuer’s rules and the Visa scheme rules. We or the Issuer may decline, reverse, block, suspend or cancel a Card or a Transaction as set out in these Terms or as required by law or the scheme.
D.5The Card is available to UK residents for use in the United Kingdom only.
E. Getting & setting up the Card
E.1Download the Embargo App, tap “Issue card”, and complete the verification steps (Section C.4). Once issued, add the Card to your Apple Pay or Google Wallet as prompted.
E.2Add funds by topping up your Card (Part 1). Each top-up is one you start yourself; we never top up your Card automatically. Linking your own card (Part 2) is not currently available.
E.3The Card is ready once issued, topped up (Part 1) and added to your mobile wallet.
Part 1 — Model A · Prepaid / Stored Value
This is the model currently in operation. You top up in advance and spend your Prepaid Credit. Your balance is electronic money issued and safeguarded by the Issuer.
1.1 Your Prepaid Credit Prepaid
1.1.1When you top up, you make a prepayment for goods and services at Participating Merchants. This prepayment is recorded as Prepaid Credit that you can use to buy from Participating Merchants. It is a prepayment for goods and services — it is not a bank deposit, not money held in a personal account of yours, and not a sum you can reclaim as cash.
1.1.2Your Prepaid Credit is issued as electronic money by the Issuer and safeguarded by the Issuer in accordance with applicable law. It earns no interest and is not protected by the Financial Services Compensation Scheme.
1.1.3In everyday terms, topping up is like buying gift-card credit that can be used only within the Embargo network — the App shows the Participating Merchants where it can be spent. It cannot be used elsewhere, turned into cash, or transferred to anyone.
1.1.4Prepaid Credit is a prepayment for the goods and services you will buy, and is applied to your purchases at Participating Merchants. It is non-refundable and non-redeemable for cash except where required by law (see clause 1.9).
1.1.5Prepaid Credit is shown in the App in pounds sterling (GBP).
1.2 Loading value (topping up) Prepaid
1.2.1You can top up in the App whenever you choose — each top-up is an action you start (a customer-initiated payment), charged to your Funding Card through the Payment Processor.
1.2.2There are no automatic, scheduled, balance-triggered or merchant-initiated top-ups. There is no “auto-reload”, no standing mandate and nothing that tops up your Card when your balance runs low. We never start a top-up on our own initiative; your Prepaid Credit is never topped up unless you choose to top it up. Saving a card in the App only lets you start a later top-up yourself — it is not permission for us to charge that card.
1.2.3The following limits apply, to protect you and to meet our regulatory obligations:
- Minimum top-up: £1.
- Maximum £200 per single top-up.
- Maximum £400 per calendar month.
1.2.4We or the Issuer may apply verification (Section C.4), set lower limits, or hold or decline a top-up where checks are incomplete or where we reasonably suspect fraud, error or a breach of these Terms.
1.3 Using your Prepaid Credit Prepaid
1.3.1To pay, tap the Card at a Participating Merchant’s terminal in store. The Transaction amount, after any Discount, is taken from your Prepaid Credit.
1.3.2If your available Prepaid Credit is not enough to cover a Transaction, it will be declined. The Prepaid model never creates a debt or extends credit: you can only spend Prepaid Credit you already hold.
1.3.3The Card cannot be used online, at ATMs, for cash back, or to send or transfer value to any other card or account.
1.4 Cancellations & reversals Prepaid
1.4.1If a Transaction is cancelled at the merchant (for example, a mistaken charge), we or the Issuer will request an authorisation reversal on your behalf so the amount returns to your Prepaid Credit. The time for a reversal to appear can vary.
1.4.2Returned or refunded amounts are handled under clause 1.9 (Refunds & returns).
1.5 Discounts, offers & cashback All models
1.5.1A Participating Merchant may reward you through the Services in one of two ways, and the App shows which applies to a given offer:
- (a) an instant Discount — the price is reduced at the point of sale, and the reduced amount is taken from your Prepaid Credit (Part 1, the model in operation). If Model B were ever enabled, the reduced amount would instead be charged to your Linked Card under Part 2; or
- (b) cashback — you pay the full price, and a percentage of what you spend is later credited back to you as Cashback to use on future purchases.
1.5.2Cashback rate. The Cashback percentage is set by each Participating Merchant and is shown to you in the App.
1.5.3When Cashback is credited (pending period). Cashback is not given at the moment of purchase. After you buy in store, the Cashback is shown in the App as “pending”, and is credited a set number of days after the purchase. The App shows, for each Cashback amount, the pending period and when it is due to be credited.
1.5.4Where Cashback is held. Once credited, Cashback is added to your Card in the App as cashback you can spend on future purchases.
1.5.5Where Cashback can be spent. Depending on the offer, a Cashback amount may be spendable only at the specific Participating Merchant where you earned it, or across all Participating Merchants. The App shows which applies to each Cashback amount.
1.5.6Cashback expiry. Cashback expires after the period shown in the App for that amount. Once expired, it can no longer be spent.
1.5.7One reward per purchase. Cashback is generally not earned on a purchase where an instant Discount or another promotion has been applied — you receive one or the other — unless the App states otherwise for a particular offer.
1.5.8You cannot combine a Discount, Offer or Cashback with an External Discount (clause 2.5).
1.6 Fees Prepaid
1.6.1There are no fees to you for the Prepaid model: no activation, top-up, service, dormancy, inactivity or account fee.
1.6.2If we ever introduce a fee, we will tell you clearly in the App before it applies, and you may close your account if you do not accept it.
1.7 Expiry of unused Credit Prepaid
1.7.1Unused Prepaid Credit expires 6 months after your last activity on the Card. On expiry, the remaining unused Prepaid Credit is forfeited and can no longer be spent.
1.7.2We may remind you in the App before your Prepaid Credit is due to expire so you can use it in time.
1.8 Receipts & transaction history Prepaid
1.8.1Your top-ups, purchases and Prepaid Credit are shown in the App. Please check your history regularly to make sure it is correct. We do not send statements; a receipt for a specific Transaction is available on request.
1.9 Refunds & returns Prepaid
1.9.1Refunds for a purchase are handled by the Participating Merchant under its returns policy, and any refunded amount is returned to your Prepaid Credit.
1.9.2Prepaid Credit is a prepayment for goods and services at Participating Merchants. It is non-refundable and non-redeemable for cash except where required by law.
1.9.3Nothing in this clause affects your statutory rights, including under the Consumer Rights Act 2015.
1.10 Errors & corrections Prepaid
1.10.1If you think there is an error in your Prepaid Credit or a Transaction, tell us within 60 days of the Transaction, with enough detail for us to look into it (for example a receipt). We will review it, tell you the result, and correct any clerical, billing or accounting error we confirm. If we find no error, we will explain what we found.
1.10.2Your statutory rights for unauthorised or incorrectly executed payments, including under the Payment Services Regulations 2017, are not affected by this time limit.
1.11 Loss, theft & unauthorised use Prepaid
1.11.1Keep the Card and your credentials secure and treat them like cash. Tell us immediately, in the App, if your device or credentials are lost, stolen or compromised, and we will freeze the Card. Your remaining Prepaid Credit is protected from the time you notify us, and we will make it available again once your account is secured.
1.11.2We or the Issuer may limit, block or suspend the Card if we suspect unauthorised or fraudulent activity.
1.11.3Your liability for unauthorised transactions is determined by the Payment Services Regulations 2017 and the Issuer’s terms. You will not be liable for unauthorised transactions occurring after you have told us, except where you have acted fraudulently.
1.12 Fraud-related Credit Prepaid
1.12.1If we or the Issuer reasonably suspect or discover that any Prepaid Credit came from fraud or other unlawful means, we or the Issuer may limit its use and, to the extent the law allows, suspend the account and withhold the affected Prepaid Credit while we investigate, including to meet liabilities to card issuers or the scheme.
1.12.2We are not liable to you for losses caused by third-party fraud or unlawful activity that we could not reasonably have prevented.
1.13 Suspension, dormancy & closure Prepaid
1.13.1You can close your Card at any time in the App. We or the Issuer may suspend or close it in the circumstances set out in these Terms (for example Sections C.5, N and clauses 1.11–1.12).
1.13.2If you close your Card, any remaining Prepaid Credit is non-refundable except where required by law, consistent with its nature as a prepayment (clause 1.1).
1.13.3If we close your Card other than for your breach or fraud, we will refund or credit any remaining, unexpired Prepaid Credit (less any amounts you owe us) to your original Funding Card, subject to identity verification. If we close it for your breach or fraud, we may retain the affected Prepaid Credit to the extent the law allows.
1.13.4After closure you will no longer be able to access the Card or your Prepaid Credit through the App.
Part 2 — Model B · Linked Card / Pay-as-you-tap
Not currently in operation. The service operates on the Part 1 prepaid / stored-value model only. Part 2 is not enabled and will not be launched until it has been separately approved; it is set out here so that the position is clear in advance.
You link your own card and pay at the till. The purchase is instant: you pay your share and we fund the discount. Applies when you choose “Link a card”.
2.1 How the model works Payment method
2.1.1Instead of pre-loading Credit, you link your own bank card (your Linked Card) in the App. There is no stored Credit in this model.
2.1.2Payment is an instant, in-person purchase. When you tap the Card at a Participating Merchant, the applicable Discount is applied and, at that moment, your Linked Card is charged your share of the price — the discounted amount you pay.
2.1.3Retail Wallet funds the Discount portion of the price itself, at the moment of purchase, so the merchant is paid in full. The Discount we fund is our own cost; it is never charged to you and is never a loan to you.
2.1.4You are never lent money and never carry a balance or a debt to us under this model. You simply pay your (discounted) share at the till, as with any card payment.
2.2 Linking a card & your authorisation Payment method
2.2.1By linking a card, you authorise us (through the Payment Processor) to charge your Linked Card for your share of each in-person purchase you make by tapping the Card.
2.2.2Charges are only ever started by your tap in store. There are no automatic, scheduled, background, balance-triggered or merchant-initiated charges under this model. You initiate every payment.
2.2.3You can remove your Linked Card at any time in the App. Removing it does not affect a purchase you have already completed.
2.3 Price, discount & charging Payment method
2.3.1You pay the price after the Discount is applied; that discounted amount is what is charged to your Linked Card. We fund the remaining Discount amount ourselves (clause 2.1.3).
2.3.2The price and any Discount are shown to you at or before payment. Cashback (where offered instead of an instant Discount) works as set out in clause 1.5.
2.4 Declined or failed charges Payment method
2.4.1If your Linked Card is declined or the charge cannot be completed at the point of sale (for example, insufficient funds or an expired card), the purchase does not complete — just like any ordinary card decline. No debt arises and we do not lend you the amount.
2.4.2If a completed purchase is later reversed or a charge fails after settlement for reasons attributable to you, we may contact you to re-take the amount for that specific completed purchase. This is limited to that Transaction; there is no ongoing credit line or running balance.
2.5 No third-party discounts Payment method
2.5.1You cannot use any External Discount (a third-party discount, voucher or promotion) together with the Card, whether or not you are redeeming a Retail Wallet Offer.
2.5.2If an External Discount is detected on a Transaction, it will be removed and the Retail Wallet Offer (if any) applied instead. Combining discounts may invalidate the Offer and lead to the consequences in clause 2.8.
2.6 Offer rules Payment method
2.6.1Some Offers carry conditions shown with them — for example in-store only, a maximum number of guests, or a minimum spend. If you do not follow an Offer’s conditions, the Offer is invalid for that Transaction.
2.6.2To keep an Offer valid you must, in particular: use the Card in person at the Participating Merchant; stay within any guest, quantity or spend limits; not combine it with an External Discount (clause 2.5); and treat merchant staff respectfully.
2.7 Monitoring & compliance Payment method
2.7.1We may monitor use of Offers and the Card to keep the programme fair and to detect misuse, error or fraud, including automated checks on Transactions (for example, to detect External Discounts under clause 2.5).
2.7.2If we reasonably believe an Offer has been misused or obtained in breach of these Terms, clause 2.8 applies. Repeated breaches may lead to losing access to Offers at a particular merchant or across the programme.
2.8 Disputes, reversals & appeals Payment method
2.8.1If you think a charge is wrong, contact us and we will investigate.
2.8.2If you breach the Offer rules (clauses 2.5–2.6), we may reverse the Discount for that Transaction or recover the Offer amount from your Linked Card. Where we do this, we will tell you and explain why, and you may appeal within 30 days.
2.9 Fees Payment method
2.9.1There are no fees to you for the Payment Method model: no linking fee, no service fee and no per-transaction fee. You pay only the discounted price of what you buy.
2.10 Refunds & returns Payment method
2.10.1Refunds for a purchase are processed by the Participating Merchant under its returns policy and returned to your Linked Card (or given as store credit where the merchant’s policy provides). Timing depends on the merchant and the card scheme.
2.10.2Where a purchase you paid at a discount is refunded, the refund reflects the amount you actually paid. Nothing in this clause affects your statutory rights.
2.11 Cancellations & no-shows Payment method
2.11.1Because payment happens in person, instantly, at the time of purchase, there is generally nothing to cancel. If a particular Offer requires a reservation, any related terms (including any cancellation window) will be shown to you when you take up that Offer.
2.12 Cashback & rewards All models
2.12.1Cashback and any other rewards are described in clause 1.5 (Discounts, offers & cashback), which applies to all models. Rewards are not cash and cannot be exchanged for cash.
2.13 Suspension & termination Payment method
2.13.1We may suspend or close your Card, or unlink your card, if you misuse the Services, repeatedly breach the Offer rules, or where we reasonably suspect fraud. Suspension does not remove your obligation to pay for a purchase you have already completed (clause 2.4.2).
Part 3 — Model C · Single-use Card
Not currently in operation. Model C is not enabled and will not be launched until it has been separately approved by the Issuer and our payment processor; it is set out here so that the position is clear in advance.
3.1 How the model works Single-use
3.1.1Under Model C you buy a Single-use Card for a fixed value — for example £50 — for use at one named merchant. The value is set when you buy the Card and does not change.
3.1.2A Single-use Card cannot be topped up or reloaded. There is no top-up of any kind under this model — neither started by you nor by us. Once the value has been spent, the Card is finished; if you want to buy again, you buy a new Card.
3.1.3The value on a Single-use Card is a prepayment for goods and services at the named merchant. It is not held as electronic money, is not a bank deposit, and cannot be turned into cash or transferred to anyone.
3.2 Buying and using the Card Single-use
3.2.1You buy the Card in store or in the App, and you pay for it once, at the moment you buy it. That payment is started by you.
3.2.2The Card can be spent only at the merchant named on it, in person, and only up to its remaining value. It cannot be used online or for remote purchases, at ATMs, or to obtain cash.
3.2.3If a purchase costs more than the remaining value on the Card, the Card will not cover the difference. You pay the rest by another means, as you would with any gift card.
3.3 Verification, expiry, refunds and fees Single-use
3.3.1Identity verification. Because a Single-use Card holds a fixed, non-reloadable value for a single merchant, we may not need to verify your identity before you buy or use it. Where verification is required by law or by the Issuer, we will tell you and Section C.4 applies.
3.3.2Expiry. Any expiry date applying to a Single-use Card is shown to you before you buy it and on the Card in the App.
3.3.3Refunds. Refunds for goods bought with the Card are handled by the merchant under its returns policy. The value on the Card is non-refundable and non-redeemable for cash except where required by law. Nothing in this clause affects your statutory rights, including under the Consumer Rights Act 2015.
3.3.4Fees. There are no fees to you under this model. You pay only the face value of the Card.
3.3.5Loss and theft. Tell us immediately in the App if your device or credentials are lost, stolen or compromised, and we will freeze the Card. Clause 1.11 applies to a Single-use Card as it does to a Card under Model A.
Common terms — apply to all models
F. Privacy & data protection
F.1Retail Wallet Ltd is the controller of the personal data we process to provide the Card and Services, under the UK GDPR and the Data Protection Act 2018. How we handle your data — what we collect, why, who we share it with (including the Issuer, Payment Processor, Participating Merchants and Embargo), how long we keep it and your rights — is set out in our separate Privacy Policy (Document 2), which forms part of your agreement with us.
F.2As summarised in Section C.4, Retail Wallet performs the KYC/AML checks and shares the results with the Issuer (Wallester). Embargo’s own privacy policy separately governs your general use of the Embargo app.
G. Acceptable use & limitations
G.1You must use the Card and Services lawfully and only for your own genuine purchases. In particular, you agree not to:
- use the Card or Services for any unlawful purpose or to commit or facilitate fraud;
- resell, assign or transfer value, or attempt to obtain cash;
- circumvent limits, verification, or the no-External-Discount rule (clause 2.5);
- use another person’s card or details, or let another person use your Card;
- introduce malware, or attempt unauthorised access to systems or accounts;
- interfere with, disrupt or misuse the Services, the App or a merchant’s operations; or
- use the Services in any way that harms minors or promotes unlawful activity.
G.2Breaching this Section may lead to suspension or closure of your Card and, where relevant, reporting to the authorities.
H. Intellectual property & the App
H.1The App, the Card design, our and our partners’ names and logos, and all related software and content are owned by us or our licensors and protected by law.
H.2We grant you a limited, personal, non-exclusive, non-transferable and revocable licence to use the App and Services solely to use the Card as intended. You may not copy, modify, adapt, distribute, sell, rent, reverse-engineer or create derivative works except as the law or these Terms allow.
H.3Your use of the App is also subject to the relevant app store’s terms and to Embargo’s applicable app terms.
I. Third-party links & services
I.1The App or our communications may link to third-party sites, merchants or services for your convenience. We do not control them and are not responsible for their content, products or practices; your dealings with them are between you and them.
J. Communications & notices
J.1We communicate with you electronically — in the App, by email or by push notification — and you agree to receive notices this way. A notice is treated as received when sent or posted.
J.2Service and security messages are not optional. You can manage marketing preferences in the App, and we will only send marketing where permitted. We communicate in English.
K. Changes to these terms
K.1We may change these Terms from time to time — for example to reflect changes in the Services, the law, or the Issuer’s or scheme’s requirements.
K.2We will give you reasonable notice of any material change, through the App or by email, before it takes effect. If you do not agree, you may stop using the Card and close your account; continuing to use the Card after a change takes effect means you accept it.
L. Warranties, disclaimers & limitation of liability
L.1We will provide the Services with reasonable care and skill. We do not control, and are not responsible for, the goods or services you buy from Participating Merchants; issues with a purchase are between you and the merchant, though we will help where we can.
L.2We do not guarantee that the App or Services will always be available or uninterrupted, and may suspend or restrict them for business, operational, legal or security reasons, giving you reasonable notice where we can.
L.3To the extent permitted by law, we are not liable for losses that were not reasonably foreseeable, for indirect or consequential losses, or for losses caused by your device or network, a Participating Merchant, or events outside our reasonable control (Section P).
L.4Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under UK law — including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or your non-excludable rights as a consumer, including under the Consumer Rights Act 2015. Those statutory rights apply in addition to these Terms.
M. Your responsibilities
M.1You are responsible for losses we reasonably incur that are caused by your breach of these Terms, your misuse of the Card or Services, or your fraud. This does not reduce your rights as a consumer and applies only to the extent it is fair and lawful.
N. Suspension & termination (general)
N.1You may close your account and stop using the Card at any time in the App.
N.2We or the Issuer may suspend or end your use of the Card or Services — with notice where we can — if you breach these Terms, if required by law, the Issuer or the scheme, or to manage fraud, security or risk. On termination, any Prepaid Credit is dealt with under clause 1.13, and obligations that by their nature should survive (such as paying for a completed purchase) continue.
O. Complaints & the Financial Ombudsman Service
O.1If something goes wrong, contact us first at support@retail-wallet.com and we will try to put it right and keep you updated.
O.2If we cannot resolve your complaint, eligible complainants may be able to refer it to the Financial Ombudsman Service, free of charge. Complaints about the Card as an e-money product may also involve the Issuer, Wallester UK Ltd. We will provide the relevant complaints and escalation details.
P. Events outside our control
P.1We are not liable for any failure or delay in the Services caused by events beyond our reasonable control — for example failures of payment systems, telecommunications or the internet, acts of God, fire, pandemic, industrial action, or the acts of third parties such as merchants, the Issuer or the scheme. We will take reasonable steps to limit the impact and resume normal service.
Q. General
Q.1Assignment. We may transfer our rights and obligations to another organisation and will tell you if we do; your rights will not be affected. You may not transfer your rights or obligations without our consent.
Q.2Entire agreement. These Terms, with the Privacy Policy and any Offer-specific terms they incorporate, are the entire agreement between us about the Card and Services.
Q.3Severability. If any provision is invalid or unenforceable, the rest continue in force.
Q.4No waiver. If we delay in enforcing a term, or do not enforce it, that does not waive our right to enforce it later.
Q.5Third parties. The Issuer (Wallester) and Embargo may rely on and enforce the provisions of these Terms that relate to them. Otherwise, no one other than you and us has rights under these Terms under the Contracts (Rights of Third Parties) Act 1999.
R. Governing law & jurisdiction
R.1These Terms and any dispute arising from them are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you keep the benefit of any mandatory consumer-protection rules that apply where you live.
S. Support & contact
S.1Retail Wallet Ltd — company no. 09858276; registered office 228a First Floor, High Street, Bromley, United Kingdom, BR1 1PW; VAT 425704310. Support: support@retail-wallet.com.
S.2Card issuer: Wallester UK Ltd — FCA-authorised Electronic Money Institution (28 May 2026); Visa issuer.
S.3App operator: Embargo Lifestyle Limited — company no. 10261303. Payment processor: Stripe Payments UK Ltd — company no. 08480771.