Customer terms

By using the services in the Ziglu mobile app described below, you are entering into an agreement with Ziglu Limited (Ziglu) and you agree to be bound by these Customer Terms and Conditions. Your access to and use of our services are contingent upon your acceptance of, and compliance with, these Terms and Conditions (these Terms), the latest version of which is available via the Ziglu app or website.

Effective: 6 March 2025

1. Introduction

1.1 About Ziglu Limited

• Ziglu Limited (Ziglu, we, us, our) is a company registered in England and Wales with company number 9204810 and whose registered office is at 1 Poutry, London EC2R 8EJ.

1.2 Our Regulatory Status

• Ziglu is authorised and regulated by the Financial Conduct Authority (FCA) as an electronic money institution, under firm reference number 900977.
• Ziglu is registered with the FCA under the Money Laundering Regulations for the promotion of crypto assets. This registration ensures compliance with UK anti-money laundering laws but does not indicate FCA endorsement of our cryptoasset activities.
• Ziglu is registered but not regulated by the FCA for activities relating to fiat currency exchange, cryptoasset services or for facilitating payments in cryptoassets, as these are outside the FCA’s regulatory scope.
• Ziglu’s FCA authorisation extends to cryptoasset activities, fiat currency exchange and services involving payments in cryptoassets, however, these are not regulated activities.
• As a result, use of our exchange services, Boost services or payments in cryptoassets are not regulated by the FCA.

1.3 Agreement Scope

• These Terms form a binding agreement between you and Ziglu for your use of our services through the Ziglu app.
• Key references include:
• - Fees 
• - Cryptoasset Risks Disclosure
• - Privacy Policy

1.4 Additional Terms for Specific Services

• The following additional terms apply to the following services:
• - Exchange Transaction Terms: Terms for currency and asset exchange transactions.
• - Payments Terms: Terms for payment-related services.
• - Boost Terms: Terms specific to Ziglu’s Boost services.
• - Payment Card Terms: Terms applicable to use of any payment cards issued by Ziglu.
• - APP Fraud Reimbursement Terms: - Terms in the scope of fraudulent payments using the Faster Payments Scheme or CHAPS

1.5 Acceptance of Terms

• By using our services, you agree to and are bound by these Terms as available on our website at www.ziglu.io/customer-terms

2. Eligibility for a Ziglu Account

2.1 Eligibility Criteria

• To open and use a Ziglu account, you must meet the following criteria:
• - Be a resident of the United Kingdom or Gibraltar.
• - Be at least 18 years old with the legal capacity to comply with these Terms.
• - Use our services solely for yourself, in a personal capacity, and not on behalf of any other individual, entity or for commercial trading purposes.

2.2 Confirmation of Eligibility

• By using our services, you represent and warrant that you meet the eligibility criteria outlined in 2.1.

2.3 Account Holder Responsibilities

• You are responsible for all activities conducted on your Ziglu account and via any mobile device associated with it.
• You must not allow any third party to use your account or our services.

2.4 Single Account Policy

• You may only hold one Ziglu account at any given time. If you open or attempt to open multiple accounts, Ziglu reserves the right to suspend or close any additional accounts without prior notice.

3. Opening a Ziglu Account

3.1 Identity Verification and Due Diligence

• To use our services, you must provide Ziglu with any information or documentation we request to verify your identity and conduct necessary due diligence checks. These checks are essential for compliance with our legal and regulatory obligations.

3.2 Successful Application and Account Funding

• Upon successful completion of our application and verification process, you may load fiat money into your Ziglu account using approved payment methods, including:
• - Bank transfer using Faster Payments.
• - Credit or debit card.
• - Digital payment options such as Apple Pay, Android Pay or Google Pay.
• Your Ziglu account will reflect the loaded funds as soon as they are received by us.

4. Your Obligations

4.1 General Compliance

• You agree to comply with these Terms and all applicable laws and regulations when using our services.

4.2 Provision of Information

• You must promptly provide any information and documentation we request to satisfy our compliance obligations,including:
• - Anti-money laundering (AML) and Know Your Customer (KYC) checks.
• - Prevention of terrorist financing checks.

4.3 Account Balance Requirements

• You are required to maintain a positive balance in your Ziglu account.
• If your account has a negative fiat balance, you must immediately credit sufficient funds to cover the negative balance.
• Ziglu reserves the right to automatically exchange any cryptoassets held on your behalf to cover a negative fiat balance.

4.4 Tax Obligations

• You are solely responsible for determining, reporting and paying any taxes arising from your use of our services to the appropriate tax authority. 
• Ziglu may withhold or remit taxes as required by law but is not responsible for assessing or managing your tax obligations related to your use of our services.

4.5 Prohibited Actions

• You must not, and agree not to attempt to:
• - Engage in any unlawful, wrongful or immoral activity through our services.
• - Use funds from illegal sources in connection with our services.
• - Violate the rights of any person or interfere with others’ enjoyment of our services.
• - Exploit vulnerabilities, circumvent security or interfere with the proper functioning of our services or the Ziglu app.
• - Introduce any harmful or malicious software (e.g. viruses, spyware, malware) into our systems.
• - Use your Ziglu account in any way that facilitates or constitutes a tax evasion or avoidance offence.

4.6 Notification of Breach

• If you become aware of any actual or potential breach of your obligations under these Terms, you must notify Ziglu immediately.

5. Keeping Your Ziglu Account Secure

5.1 Account Security Requirements

• To access our services, you will need to create login details which must:
• - Remain confidential, secure and not be disclosed to anyone else.
• - Only be used by you, from a single device, which you should keep secure from others’ use.

5.2 App Updates

• We recommend promptly downloading and installing all available updates for the Ziglu app on your mobile device to ensure you have the latest version with our most up-to-date security features.

6. Loss or Unauthorised Use of Your Ziglu Account

6.1 Immediate Action for Suspected Breaches

• If you become aware of any potential security breach, unauthorised access or suspect loss or misappropriation of your account or device, you should:
• - Immediately restrict your Ziglu account and freeze your debit card using the security features in the Ziglu app.
• - Contact us without undue delay at [email protected].
• - Assist our investigation by providing all relevant details.
• - Cease using your account until we confirm it is secure.
• - Take any additional steps we advise.

6.2 Communications and Identity Verification

• We will contact you through secure methods such as SMS, telephone or post, and may ask you to verify your identity to confirm any actions related to your account.

6.3 Account Status During Investigation

• While your account is restricted during investigation, you can still load funds but access to those funds will remain restricted until the account is confirmed secure.

6.4 Resolution of Reported Issues

• We aim to resolve reported issues promptly but cannot guarantee prevention of unauthorised use or recovery of funds or cryptoassets in every instance.

7. How We Hold Your E-Money and Cryptoassets

7.1 E-Money Safeguards

• E-Money Accounts: Your fiat money is held as e-money in a segregated bank account for protection. Ziglu:
• - Is required to ringfence all customer funds in a separate account, a process known as ‘safeguarding’.
• - Cannot use customer funds for our business operations, lend them out or pay interest on them.
• - May deduct from your account any fees and expenses you properly owe to us.
• Insolvency Protections: In the unlikely event that Ziglu was to go out of business, the safeguarded funds should be returned to you, though there may be some delays, and administrative costs might apply. Note that e-money services are not covered by the Financial Services Compensation Scheme (FSCS).

7.2 Cryptoasset Safeguards

• Custody of Cryptoassets: We hold your cryptoassets on a pooled basis in a bare trust, meaning:
• - They are stored offline (cold storage) to reduce cyber risk and managed by our custodial partners.
• - Our partners have third-party insurance to protect against cyberattacks, indicating a robust security protocol.
• Boost Accounts: If you hold cryptoassets in Boost accounts:
• - Legal ownership of those cryptoassets transfers to Ziglu and we may use them as we in our absolute discretion see fit, including for our own commercial purposes.
• - You retain a contractual claim to the cryptoassets transferred to us under the Boost service.

8. When We Are Not Responsible to You

8.1 Limitation of Liability

• Ziglu shall not be liable for any loss resulting from:
• - Your failure to comply with these Terms or any notice or alert issued by us.
• - The occurrence of any risk outlined in our Cryptoasset Risks Disclosure.
• - Delay in our customer support response times.
• - Degradation, reduction or unavailability of our services during periods of high volatility or transaction volume.
• - Compromise of your login details or mobile device not attributable to our fault.
• - The Ziglu app or any communications from us not being free from any viruses or other harmful components.
• - Events beyond our reasonable control.
• - Any action or inaction taken by us to fulfill our legal and regulatory obligations.
• - Communications made by any third party.
• - The exercise of our rights under these Terms.
• - Any other circumstance specified in these Terms where liability is disclaimed.

8.2 Consumer Rights

• These Terms do not affect your legal rights as a consumer. We do not exclude or limit our liability for fraud, fraudulent misrepresentation or any other liability that cannot be lawfully excluded or limited.

9. Responsibility for Cryptoasset Activities

9.1 Limitation of Liability 

• Ziglu shall only be liable for direct losses that are reasonably foreseeable as a consequence of our gross negligence. We do not accept responsibility for loss of profits or anticipated savings. Our total liability shall be limited to the total fees paid by you for our services in the twelve months preceding the incident for which we are liable.

9.2 Exchange Transactions and Boost Services

• In certain situations beyond our control, we may be unable to complete an Exchange Transaction (as defined in the Exchange Transaction Terms) or fulfill our obligations related to Boost (as defined in the Boost Terms). Such situations may include technical or solvency issues affecting exchanges with which we transact. 
• While we will act in good faith in such circumstances, the completion of an Exchange Transaction or, for example, the payment of yield on a Boost account may be delayed, and we shall not be responsible for any resulting loss.

9.3 Our Right to Close Your Cryptoasset Positions

• We reserve the right, acting in good faith, to close your position in any cryptoassets held with us to mitigate risks associated with our services (such as a cryptoasset becoming untradeable on the exchanges we use) or to comply with legal or regulatory obligations (including those related to financial crime). 
• If we exercise this right, we will sell the relevant cryptoassets at the best available rates at the time and credit the proceeds to your Ziglu account. Standard fees for Exchange Transactions may apply to the sale of your cryptoassets.
• While we will attempt to notify you in advance via email, if that is not possible, we will inform you as soon as possible after closing your position, except where this may conflict with legal or regulatory requirements. 
• We are not liable for any loss incurred from the closing of your position, and standard fees for Exchange Transactions may apply to the sale of your cryptoassets.

10. How We Contact You and Use Your Data

10.1 Information Requests and Obligations

• We may periodically request information from you in accordance with our policies and regulatory requirements. You must provide all requested information and to inform us of any changes to that information. We will handle this information in compliance with our data protection obligations and in accordance with our Privacy Policy, available through the Ziglu app and our website.

10.2 Identity Verification and Fraud Prevention

• By applying for a Ziglu account and using our services, you authorise us to conduct enquiries we deem appropriate, either directly or through third parties, to verify your identity and protect against fraud or financial crime. This may involve sharing your personal information with fraud prevention agencies to prevent fraud and money laundering.
• These verification checks can result in a delay to you being able to access your Ziglu account, and to the speed at which we carry out your instructions. While you continue to be a customer of Ziglu, you accept that our obligations are ongoing and we may repeat checks and verification or carry out additional or enhanced due diligence. Your continued use of our services is contingent on these checks being satisfied.

10.3 Impact of Fraud Detection

• If fraud is detected, you may be refused certain services, financial products or employment opportunities. More information about the use of your information by us and fraud prevention agencies, along with your data protection rights, can be found here: Cifas Fraud Prevention.

10.4 Third-Party Information Sharing

• You acknowledge and agree that your personal information may be disclosed to third-party verification agents, credit reference agencies, fraud prevention agencies, and financial crime agencies, which may respond to our enquiries.

10.5 Ongoing Obligations

• We are required to store all information related to you and your transactions while you are a customer and for up to seven years after your Ziglu account is closed.

11. Communications

11.1 Rules for Communications

• All communications made through our services or with our staff must adhere to the following guidelines:
• - No unlawful conduct or communication of illegal content.
• - No defamatory, obscene, offensive, hateful or inflammatory content.
• - No bullying, harassment or intimidation.
• - No use of racist, sexist, sexualised or violent language.
• - No actions causing annoyance, inconvenience, anxiety, upset, alarm or distress.

11.2 Compliance and Disciplinary Action

• You must comply with these communication rules, both in spirit and letter. We will determine, at our discretion, whether a communication violates these rules. Breaches may result in immediate suspension or closure of your account.

11.3 Reporting Violations

• If you encounter any communication that you believe violates our rules, please report it to us for investigation.

11.4 Responsibility for Third-Party Violations

• We are not liable for any breaches of the communications rules by users of our services, regardless of any actions we may take in response.

11.5 Methods of Communication

• All communications from us will be in English. We may communicate with you via phone, email or post using the contact information you have provided. 
• You can contact us at [email protected] or via post at 201 Borough High Street, London SE1 1JA.

11.6 Call Monitoring

• We may monitor and/or record telephone calls with you to maintain service quality and for fraud prevention and detection purposes.

11.7 Accuracy of Information

• You are responsible for ensuring that all information you provide is accurate, complete and current. You must update us promptly with any changes and provide documentation as requested. We are not responsible for any loss resulting from your failure to update your information.

11.8 Communication Security

• Be aware that communication via SMS and email may be vulnerable to spoofing, phishing or smishing. Exercise caution when reviewing messages that appear to be from Ziglu to ensure their authenticity.

12. Complaints

12.1 Filing a Complaint

• If you have a complaint, please contact our Customer Support team with details regarding your issue, your desired resolution and any relevant information. A complaints officer will review your complaint in accordance with our complaints handling policy, which is available free of charge upon request from Customer Support.

12.2 Escalating Complaints

• If you remain dissatisfied with our resolution of your complaint regarding our e-money or fiat payments services, you may escalate it to the Financial Ombudsman Service (FOS) in the UK. You can reach the FOS via:
• Telephone: 0800 023 4567 or 0300 123 9123 (Monday to Friday, 8am to 8pm; Saturday, 9am to 1pm)
• Email: [email protected]
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
• Note that complaints about our cryptoasset services cannot be referred to the Financial Ombudsman Service.

13. Intellectual Property

13.1 Ownership Rights

• Ziglu owns or holds licences for all copyright and intellectual property rights existing in our website, services, the Ziglu app and the Ziglu account.

13.2 Permitted Use

• You are permitted to use our intellectual property rights solely for the purpose of using our services. Our services can be accessed through the Ziglu app and are explained on the Zigu website. Any other use is expressly prohibited.

13.3 Trade mark Restrictions

• You may not copy, imitate or use our trade marks, trade names or logos without our prior written consent.

14. Inactive Accounts

14.1 Suspension and Closure

• If your Ziglu account has no activity for an extended period, we may suspend or close it. You can request reactivation of your account in writing, and we may require you to re-verify your identity.

14.2 Funds in Inactive Accounts

• We may be required to report any funds held in an inactive account as unclaimed property or transfer them, though we will attempt to contact you before taking such action.

15. Account Suspension and Ending This Agreement

15.1 Closing Your Account

• You may close your account without charge by giving us written notice. 
• We may close your account at any time by giving you two months' written notice. 

15.2 Immediate Account Closure or Suspension

• We may suspend or close your account immediately:
• - For security, legal or regulatory reasons.
• - If you breach these Terms repeatedly or in a serious manner.
• - If you fail to provide requested information or if the information provided is believed to be incorrect.
• - If you breach our communication rules.
• - If you die or are declared bankrupt.
• - If we suspect unauthorised, illegal or fraudulent use of your Ziglu account or our services.

15.3 Cryptoasset Services Suspension

• We may suspend access to our cryptoasset services during periods of significant market volatility or turbulence in order to mitigate risks, as identified in our Cryptoasset Risks Disclosure, or to protect our reputation.

15.4 Account Closure Identification Procedures

• We may require you to complete identification and verification procedures to initiate account closure. 
• If your Ziglu account has a balance, it may take up to 60 days to return your funds (including liquidating any cryptoassets) or longer if required to fulfil legal or regulatory obligations. 
• Funds will be returned to you via bank transfer to a nominated UK bank account in your name.

15.5 Post-Account Closure Responsibilities

• After your account is closed, you remain responsible for paying any outstanding amounts due to us. All pending instructions and transactions will be cancelled immediately, and you will no longer have access to your Ziglu account or services.
• We are not liable for any loss arising from a suspension or closure of your account.

16. Changes

16.1 Notice of Changes

• We will provide at least two months' notice for changes related to regulated payment services. However, we may implement shorter notice periods or immediate changes if permitted by law, such as for:
• - Addition of new services.
• - Favourable changes to yield or exchange rates.
• - Changes in legislation or regulation.

16.2 Other Change Circumstances

• We may also make changes to these Terms due to:
• - Alterations in the services we provide (including discontinuation of services).
• - Changes in market conditions or our risk profile.
• - Alterations in our available exchanges and their offerings.
• - Changes in the cost of funding our services or the safeguarding methods for your cryptoassets and funds.
• - Technology, legal, regulatory or market practice adjustments.
• - Protection against perceived risks outside our control.
• - Offering limited-time promotions.
• - Any other valid reason.

16.3 Method of Notification of Changes

• We will notify you of any changes to these Terms via email. You will be considered to have accepted any change unless you inform us that you do not agree. If you do not agree to a change, you may terminate your agreement with us without charge by giving notice before the change takes effect.

17. Governing Law and Jurisdiction

• These Terms, their subject matter and formation, and any non-contractual obligations arising out of or in connection with them, are governed by the laws of England and Wales. 
• The courts of England and Wales have non-exclusive jurisdiction over any disputes arising out of or in connection with these Terms, including any non-contractual obligations. Residents of Scotland may bring proceedings in Scotland and residents of Northern Ireland may do so in Northern Ireland.

18. App Store Terms

• If you download the Ziglu app from an app store or distribution platform, your agreement is solely with Ziglu and not with the app store or platform provider. Ziglu is solely responsible for the Ziglu app and any issues should be directed to us.
• Your use of the Ziglu app must comply with the relevant terms of the app store or platform from which you downloaded it. The provider of the app store or platform has no responsibility regarding the Ziglu app, or these Terms, and is considered a third-party beneficiary of these Terms.

19. Miscellaneous

• The terms ‘includes’, ‘including’, or ‘for example’ are to be interpreted as if followed by ‘without limitation’.
• If any provision of these Terms is found to be illegal, unlawful, void or unenforceable by a court or competent authority, that provision will be severed and the remaining terms will remain in effect.
• Except as outlined in Section 18, a person who is not a party to these Terms shall have no right to enforce them under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
• Failure to enforce, or delaying in enforcing, any rights under these Terms does not constitute a waiver of those rights. A waiver is only effective if provided in writing.
• These Terms, along with any referenced documents, represent the entire agreement between you and us, superseding any prior agreement or terms. You acknowledge and agree that you have not relied on any representation, statement or understanding not expressly set forth in these Terms, and your sole remedy for any breach shall be for breach of contract.

• We do not charge for:

- holding a Ziglu account 

- adding to or withdrawing funds from your Ziglu account

- making payments

- using Boost.

• For each cryptoasset Exchange Transaction, we charge a fee of 1.25% of the transaction's value. This fee will be deducted from your Ziglu account at the time of the transaction. If you do not have sufficient funds to cover this fee, the transaction will not be processed, and Ziglu will not be liable for any resulting loss. To proceed with the Exchange Transaction, you will need to either add more funds to your Ziglu account or reduce the transaction amount.

1. High-Risk Investment

• Cryptoassets are a high-risk investment and you could lose all the money you invest. Consider whether dealing in cryptoassets is suitable for your financial situation and risk appetite.

2. Exchange Risk

• We rely on third-party exchanges to complete transactions. Delays or failures may occur if an exchange is unable to complete a transaction. Exchange rates are not guaranteed, and the rate displayed in the Ziglu app may differ from the final rate you receive.
• While we strive to work with reliable exchanges, there are inherent risks, such as hacking, maintenance, solvency issues, fraud or negligence.

3. Custody Risk

• Although we use insured crypto custodians, there is still a risk that they are hacked or lose your cryptoassets and there is no guarantee they will be able to compensate for any resulting financial loss.
• As the legal nature of cryptoassets is uncertain, there is no guarantee that they can be held in a valid trust. If the trust in which we have placed your cryptoassets is ineffective and if we, or the custodian we use, become insolvent, there may be a shortfall in the cryptoassets returned to you.
• Any loss or shortfall will be shared between you and our other affected clients, based on the size of your and their holdings. There may also be a delay in returning cryptoassets if an insolvency occurs.

4. Stablecoins Risk

• Stablecoins are designed to maintain a fixed value, typically pegged to a reserve asset such as the US dollar. However, there is a risk that a stablecoin may depeg, meaning it could lose its value parity with the underlying asset. This depegging may occur due to factors such as insufficient reserves, market manipulation, significant volatility in the underlying assets or a loss of confidence by investors. If a stablecoin depegs, its value may fluctuate unpredictably, leading to potential financial losses for holders. In severe cases, the stablecoin may not regain its peg, which could result in a total loss of the stablecoin’s value for its users.

5. Volatility

• The value of cryptoassets has historically been volatile and can experience large value decreases, for example if there are sudden losses of confidence by market participants. Cryptoasset markets are underdeveloped and there is a risk of market abuse, market manipulation or a sudden lack of liquidity. You may also lack full and complete information on which to make investment decisions when dealing in cryptoassets. 

6. Viruses

• Cryptoassets are built on blockchain networks, which may be vulnerable to attacks, weaknesses, viruses or bugs that could impact the value, security or operation of the cryptoasset.

7. Forks and Airdrops

• The underlying protocols of cryptoassets may be subject to substantial changes in their operating rules (this is called a Fork), and these may alter the value or function of a cryptoasset. A Fork may result in multiple versions of a cryptoasset, leading to volatility as one version becomes dominant over another, which may lose its value.
• There may be distributions made to holders of a particular cryptoasset, for example of a new variant of a cryptoasset (this is called an Airdrop).
• We will assess at our sole discretion whether we support a Fork or Airdrop and we may treat cryptoassets held in your Ziglu account differently to those held in your Boost account. If we support a Fork or Airdrop, we will make an announcement through the Ziglu app and/or by email. If we do not support an Airdrop or Fork, we will not claim it for our own benefit (unless this is unavoidable or impractical).

8. Regulation

• Cryptoasset regulation is continuously evolving, and new rules may significantly impact the use, transfer, and value of cryptoassets. These changes may also affect our ability to provide services.

9. Tax Implications

• You may be liable for capital gains tax on any profits realised from cryptoasset investments if annual allowances are exceeded. Income tax may also apply to yield generated through Boost. It is your responsibility to seek tax advice and ensure proper reporting of income and gains.

10. Other Risks

• There may be additional risks associated with dealing in cryptoassets, including unforeseen risks that may arise in the future. Different cryptoassets have unique features that can affect their risk profiles, and it is your responsibility to understand these features. Past performance is not indicative of future results.

These Exchange Transaction Terms form part of Ziglu’s General Terms and set out additional terms for conducting Exchange Transactions in fiat currencies and cryptoassets. You must read our Cryptoasset Risks Disclosure before engaging in cryptoasset transactions, as they involve high risk.

1. Exchange Transactions

• You may use your Ziglu account to perform Exchange Transactions involving supported cryptoassets and fiat currencies as listed in the Ziglu app. An ‘Exchange Transaction’ refers to:
• the purchase or sale of a cryptoasset for GBP
• the exchange of one cryptoasset for another, or 
• exchanges between GBP and EUR or USD. 
• Currently, we do not support exchanges between cryptoassets and EUR or USD. 
• Exchange Transactions must be completed according to the instructions provided in the Ziglu app. The prices shown in the Ziglu app when making an Exchange Transaction are indicative and not guaranteed. Once an Exchange Transaction is initiated, it cannot be canceled; please ensure you wish to proceed before confirming.
• Upon initiating an Exchange Transaction, we will provide a price based on the rates available from our linked exchanges or information providers at that time. During periods when forex markets are closed or in cases of market volatility, quoted rates for fiat transactions (GBP/EUR or GBP/USD) may include an additional spread of up to 40 basis points to protect against price fluctuations.

2. Scheduled Exchanges

• You can set up scheduled exchanges to automatically convert specified GBP amounts into cryptoassets or non-GBP fiat currencies at designated intervals from your Ziglu GBP account. The conversion will occur at the rate available to Ziglu at the time of each scheduled exchange, as provided by our third-party exchanges or information providers.
• You may cancel a scheduled exchange by the end of the working day before the scheduled payment is due, otherwise, the payment may proceed. 
• If you do not have enough GBP in your Ziglu account to pay for a scheduled exchange, that specific exchange will fail, but subsequent scheduled exchanges will still be attempted.

3. Funds

• You may only conduct an Exchange Transaction if you have sufficient funds or cryptoassets in your Ziglu account at the time the exchange is processed. The Ziglu app will display exchange prices net of our fees.

4. Services We Do Not Provide

• Financial Advice: We do not provide financial advice. By offering access to, or giving information about, cryptoassets or fiat currencies, we are not making recommendations or endorsements and we do not give any warranty, guarantee or representation about the suitability of any asset we offer. You should make your own decisions based on a thorough assessment of the risks and benefits involved in any Exchange Transaction and seek independent advice as needed. You must read the Cryptoasset Risks Disclosure before making any Exchange Transaction in cryptoassets.
• Guaranteed Exchange Rates: We do not guarantee exchange rates. The rates we provide for Exchange Transactions are based on third-party exchanges or information providers and may differ from the rates displayed in the Ziglu app. This could result in you receiving more or less cryptoassets or fiat currency than expected.
• Tax Advice: We do not provide tax or reporting advice. If you have questions regarding your tax obligations related to our products or services, please seek your own professional advice.

5. Exchange Transaction Restrictions and Errors

• We may restrict access to, and impose limits on, the value or volume of Exchange Transactions you can conduct and establish minimum amounts for transactions. 
• We may cancel an Exchange Transaction in the event of a manifest error in the price of a cryptoasset provided by us. A manifest error occurs when the price quoted by us significantly deviates from the generally reported price on exchanges, potentially due to a computer error.
• We will inform you of any cancellations, restrictions or limits via email or through the Ziglu app as soon as reasonably possible.

6. Our Responsibility to You

• Sections 8 and 9 of Ziglu’s General Terms outline important information regarding our liability. Additionally, provided we act in good faith, we do not accept responsibility for:
• Interruptions to our services.
• Unexecuted, cancelled or declined Exchange Transactions due to third-party exchanges.
• Delays in processing Exchange Transactions.
• Lack of market liquidity for an asset.
• Refusal to process Exchange Transactions if we believe they could harm our reputation.

These Payments Terms form part of Ziglu’s General Terms and set out additional terms regarding making payments.

1. Types of Payments

• You may make or receive payments:
• in GBP, EUR, USD, or the cryptoassets we hold on your behalf, to or from other Ziglu account holders
• in GBP to individuals within the United Kingdom, Gibraltar and the European Union.

2. Execution of Payments 

• Payments are initiated through the Ziglu app. You must confirm each payment and enter your passcode. Once confirmed, you instruct us to execute the payment, which cannot then be cancelled. 
• Orders placed on non-business days or after 4pm are considered received on the next business day. Payments will typically reach their destination by the end of the next business day, other than where  regulatory reasons require additional information. A ’business day’ refers to a day when banks in England are open.
• You can view the status of your payments in the Ziglu app where you will have access to transaction information for at least 13 months.

3. Standing Orders

• You may set up standing orders to automatically pay a specified GBP amount at designated intervals from your Ziglu account to another account. 
• To set up a standing order, input the recipient’s name, account type, account number, and sort code in the Ziglu app, along with the frequency and payment date.
• To cancel a standing order, you must do so by the end of the working day before the scheduled payment is due, otherwise, the payment may be processed. 
• If you do not have enough GBP in your Ziglu account at the time of payment of a standing order, that payment will fail, but subsequent scheduled payments will still be attempted. We do not convert your other fiat or cryptoassets held with us into GBP to meet your standing order obligations.

4. Limits and Insufficient Funds

• If you wish to make a payment in fiat currency or a cryptoasset but do not have enough in your Ziglu account, you must convert funds from another fiat currency or cryptoasset before we will process the payment; otherwise, the payment will not be executed due to insufficient funds.
• We may impose limits on the value or volume of payments you can make, which will be displayed in the Ziglu app. We may change these limits by notifying you via email or in the Ziglu app. We are not liable for any loss resulting from any imposed limits or payment refusals due to insufficient funds.

5. Incorrect Payments

• You must ensure that your payment recipient details provided to us are correct. As long as we execute the payment as instructed, it is deemed correct and we do not provide refunds where there is gross negligence by the account holder in confirming the nature of the payment and payee. 
• If you provide incorrect payment recipient details, we will make reasonable efforts to assist in recovering such an incorrect payment, however, if recovery fails, we will provide additional information that may aid in claiming the funds through fraud and law enforcement requests. Please refer to the APP Fraud Reimbursement Terms for payments which fall within the scope of APP Fraud.
• If you believe we have processed a payment incorrectly, you must notify us as soon as possible via email at [email protected]. 
• If you suspect a security breach or unauthorised access to your Ziglu account, you must immediately restrict your account and contact us in accordance with Section 6 of the General Terms. 
• If you report an unauthorised incorrect payment within 13 months, we can refund the payment. Upon request, we will also attempt to trace any incorrect payment at no charge to you. 
• We will not issue refunds for fraudulent actions or if you fail to maintain the security of your account details.
• If you receive an incorrect payment, you agree that we can return that payment to the sender.

6. Transaction Statements

• You can request a statement detailing your account activity, including any applicable charges. Statements will be provided via email or through the Ziglu app.

These Boost Terms form part of Ziglu’s General Terms and set out additional terms relating to using Boost. Using Boost represents a high risk investment.

1. Boost Service

1.1 Introduction

• When the Boost service is available for a specific cryptoasset, you may transfer that cryptoasset to Ziglu to generate yield. Ziglu reserves the right to use the cryptoassets transferred to us at our discretion, including transferring them to selected third parties. In return, we will pay you a yield in the same cryptoasset you transferred to Ziglu.

1.2 Transfer Process

• Transfer into Boost: To transfer a cryptoasset to us, you must first acquire it. You may provide us with cryptoassets already held in your Ziglu account or we can facilitate the exchange of fiat into cryptoassets for you via the Ziglu app, which can then be transferred into Boost. 
• Transfer out of Boost: To sell your cryptoassets, you must first withdraw them from Boost via the Ziglu app. All buying and selling of cryptoassets will be conducted in accordance with our Exchange Transaction Terms.

1.3 Sterling Boost Account

• To use our Sterling Boost account, your pounds sterling may be converted into a cryptoasset, such as a stablecoin like USD Coin (USDC). We maintain the buy and sell spot rate at 1:1 of its respective value. 

1.4 Variability Among Boost Accounts

• Each Boost account operates independently, and there may be differences among them, including the investment limits, the yield provided and the availability of accounts for particular cryptoassets.

1.5 Regulatory Status

• Please note that Boost is an unregulated product. It does not offer the same regulatory protections as a traditional bank deposit account.

2. Limits

• We may impose limits on the use of Boost, including the amount you can invest and the duration of the investment. Any applicable limits will be communicated via the Ziglu app.

3. Yield Payment

• Yield is paid in arrears every Saturday. 
• All yield is automatically reinvested and compounded over time. 
• If your account or access to Boost is suspended for any reason, yield payments will be suspended for the duration of the suspension.

4. Changes to Limits and Yield

4.1 Reasons for Changes

• We reserve the right to change the yield provided under certain circumstances, including:
• Changes in the yield available to us from our selected third parties.
• Adjustments in the risk profile of yield-generating opportunities.
• Mitigation of perceived risks from our selected third-parties.
• Changes in the cost of providing Boost.
• Legal, regulatory and market practice changes.
• Tax implications.
• Other valid reasons.

4.2 Notification and Acceptance

• We will provide you with at least seven days' notice before making any changes, unless the change is in your favour, in which case it may be implemented immediately. Notifications will be sent via email or through the Ziglu app. If you do not accept the changes, you must withdraw your cryptoassets from Boost and discontinue using the service. There will be no charge for withdrawing your cryptoassets.
• For further information regarding our ability to make changes, please refer to Section 16 of the General Terms.

5. Risks

5.1 General Risk Disclaimer

• We do not provide advice, representations, warranties or guarantees  regarding the suitability of Boost. If you are unsure about the appropriateness of Boost for you, please seek independent expert advice. 
• Set out below are some of the risks associated with using Boost. While we may attempt to mitigate these risks, we are not liable for any losses should they materialise.

5.2 Cryptoasset Risks

• By using Boost, you are dealing in cryptoassets, and all risks outlined in our Cryptoasset Risks Disclosure apply at all times. Yield is paid in the same cryptoasset provided to Ziglu and any fluctuations in the value of the cryptoassets are at your risk.

5.3 Ownership Risk

• Ziglu has full discretion over the cryptoassets provided via your Boost account, including transferring them to selected third-party partners. You do not have oversight or control over these cryptoassets and any gains or losses from our activities will be borne by Ziglu. However, if selected third parties default on their obligations to Ziglu, we may impose limits on your use of Boost or reduce the yield we are willing to pay. In severe cases, Ziglu may become unable to meet its obligations to you. While we cannot eliminate this risk, we conduct due diligence on all third parties and manage exposure by limiting customer deposits in Boost accounts.
• In the event of Ziglu's insolvency, you would become a general unsecured creditor of Ziglu and there is a risk that you may not recover the full amount of cryptoassets provided to Ziglu using Boost.

5.4 Regulatory Risk

• The regulatory environment for Boost is still evolving. Future changes in regulation may require us to make adjustments that could affect our ability to continue offering Boost.

These Payment Card Terms (these Card Terms) form part of Ziglu’s General Terms and set out additional terms for requesting and using a Card. These Card Terms become effective upon activation or use of your Card and remain binding for its entire validity period.

1. Definitions and Interpretation

• Available Balance: Unused funds available for Transactions.
• Business Day: Monday to Friday, 9am to 5pm UK time, excluding public holidays in England.
• Card: A debit card that is either a Physical Card or a Virtual Card issued under these Card Terms.
• Card Account: The section of the Ziglu app where you view your transaction history and manage Card-related functions.
• Card Terms: These terms and conditions governing the use of your Card(s), as amended from time to time.
• Customer Services: Ziglu's contact point for Card-related queries who may be contacted via the details provided in Section 11.5 of the General Terms.
• EEA: The European Economic Area.
• Expiry Date: The expiry date displayed on a Card.
• Merchant: A retailer or other person that accepts e-money.
• Physical Card: A tangible debit card that can be used for Transactions.
• Personal Details:The registered personal identity details relating to the use of your Card and Card Account including your: name, date of birth, home address, email address and telephone (landline and/or mobile) number. Full details of the personal data which we process are set out in our Privacy Policy.
• PIN: A Personal Identification Number or security number provided for use with your Card.
• Transaction: Payments, purchases and/or ATM or bank withdrawals made using a Card.
• Virtual Card: A Card that is not a Physical Card that can be used for online, phone or mail-order purchases, but not ATM or bank withdrawals.
• Ziglu app: Ziglu’s mobile application for managing your Card and related services.

2. Card Issuance 

2.1. Issuer 

• Your Card is issued by Ziglu under a licence from Mastercard and can be used anywhere Mastercard is accepted. Its use is governed by these Card Terms.

3. Obtaining and Activating Your Card

3.1. Eligibility

• You must be at least 18 years old and a resident of the UK or Gibraltar to apply for a Card.

3.2. KYC Verification

• Cards are issued after successful completion of KYC checks within the Ziglu app. We may request additional identification documentation or verification of your source of funds at any time.

3.3. Ordering

• Cards can be requested through the Card section in the Ziglu app.

3.4. Activation

• Upon receipt of your Card, you must activate it via the Ziglu app by entering the last four digits of the Card number. Once activated, your Card will be ready for use.

3.5. Mobile Wallets 

• Following activation, you may add your Card to a mobile payment wallet, subject to availability.

4. Personal Details

4.1. Accuracy for Transactions

• If you are required to enter Personal Details for online Transactions, ensure they match the most recent details provided to us.

4.2. Updating Details

• You must notify us promptly of any change to your Personal Details via Customer Services or the Ziglu app. You will be liable for any loss that directly results from any failure to notify us of a change in your Personal Details as a result of undue delay, your negligence or fraud. 
• We will verify your new Personal Details and may request supporting KYC information/documents from you.

4.3. Verification Rights

• We reserve the right to verify your Personal Details at any time to prevent fraud or comply with our legal obligations. You consent to electronic identity verification checks being performed directly or via third parties.

5. Card Usage

5.1. Fees and Limits

• Transactions are subject to the fees and limits detailed in the Fees and Limits Annex, which will be deducted from the Available Balance. Fees and limits may differ based on Card type.

5.2. Linked Account

• You can use your card to debit funds from your Ziglu Account. Initially, your Card will be  linked to your GBP account. Future functionality will allow debiting from multiple accounts, with the option to set the order of account usage via the Ziglu app.

5.3. Merchant Acceptance

• Your Card can be used at any Merchant accepting Mastercard, subject to limitations.
• Your Card cannot be used where Merchants are unable to obtain online authorisation that you have sufficient Available Balance for the Transaction (e.g. Transactions made on trains, ships, some in-flight purchases and toll booths). We accept no liability if a Merchant refuses to accept payment using the Card.

5.4. Insufficient Balance

• If a Transaction exceeds your Available Balance, you must immediately pay us the shortfall. Failure to do so may result in legal action.

5.5. Authorisations and Holds 

• Certain Merchants (e.g. hotels or car rentals) may require a higher authorisation than the value of the proposed Transaction and this will temporarily reduce your Available Balance. These funds will remain inaccessible until the Transaction is completed or for up to 30 days.

5.6. Virtual Cards 

• Customers may generate up to five Virtual Cards per each 28 day period and up to 20 Virtual Cards per rolling year, subject to compliance with these Card Terms.
• The issuance of Virtual Cards shall be subject to our internal security, fraud prevention and operational risk management policies.  We reserve the right to decline, revoke or suspend the issuance of any Virtual Card at our sole discretion, without prior notice.
• Virtual Cards shall be valid for the duration specified at the time of issuance or until otherwise terminated, suspended or cancelled in accordance with these Card Terms. Customers acknowledge and accept that Virtual Cards may be subject to limitations on usage, including merchant category restrictions, transaction value limits and geographical restrictions.
• If a Customer requires additional Virtual Cards beyond the prescribed limits, the Customer may submit a formal request through [email protected]. Such requests shall be subject to a case-by-case review, and may require the Customer to provide additional documentation or justification in support of the request.
• We shall not be liable for any loss, delay or disruption arising from the refusal to issue, suspension or cancellation of any Virtual Card. Customers are responsible for ensuring that their Virtual Card details are kept secure and are not disclosed to unauthorised persons. Any unauthorised use of a Virtual Card must be reported immediately in accordance with the applicable provisions set out in Section 11 of these Card Terms.
• The Customer acknowledges and agrees that Virtual Cards are a digital payment solution and do not confer any right to be issued with a Physical Card, nor do they constitute a deposit, credit or banking product. The use of Virtual Cards is subject to the same obligations, restrictions and liabilities applicable to Physical Cards as set out in these Card Terms.
• We reserve the right to amend or discontinue the issuance of Virtual Cards at any time, with or without notice, in accordance with the provisions governing amendments to these Card Terms.

5.7. Prohibited Use

• You must not use a Card for any illegal purpose.

6. Authorising Transactions

6.1. Consent to Transactions

• You must provide your consent for each Transaction to verify its authenticity by:
• Entering your PIN or another personal security code.
• Signing a sales voucher.
• Providing your Card details (e.g. via contactless or manual entry).
• Using facial recognition, 3D security verification, fingerprint recognition or any other personal authentication details related to you and/or your Card.
• Once consent is given, the Transaction is deemed authorised.

6.2. Time of Transaction Receipt

• The time of receipt for a Transaction order is when we receive it. If a Transaction order is received after 4pm on a Business Day, it will be deemed to have been received on the next Business Day.

6.3. Irrevocability of Authorised Transactions

• Once a Transaction is authorised and received by us, it cannot be revoked.

6.4. Payment Timing for Specific Transactions

• For payments:
• in EUR
• executed entirely within the UK in GBP, or
• involving a single currency conversion between EUR and GBP (where the conversion occurs within the UK and, for cross-border payments, the transfer is in EUR),

we will ensure the payment reaches the recipient’s account by the end of the Business Day following the date on which your instruction is received.

6.5. Other EEA Payments

• For payments falling outside Section 6.4 but still within the EEA, we will ensure the payment reaches the Merchant’s payment service provider within four Business Days of receiving the Transaction order. Note that some Merchants may not accept payments made with the Card and you are responsible for confirming Merchant restrictions.

6.6. Service Interruptions

• Access to your Card may be occasionally interrupted, for instance, due to system maintenance. Please contact Customer Services to report any issues. We will work to resolve issues promptly.

7. Managing & Protecting Your Card

7.1. Creating a PIN

• During activation of your Physical Card in the Ziglu app, you will create a PIN. This PIN is required for ATM or bank cash withdrawals, authorising payments via Chip & PIN and certain other Transactions.

7.2. Resetting Your PIN

• If you forget your PIN, you can reset it in the Ziglu app after passing our security checks.

7.3. Changing Your PIN

• You may change your PIN at any time within the Ziglu app, subject to security verification.

7.4. Responsibility for Security Details

• You are responsible for safeguarding your Card, PIN, Ziglu app access code and other security details. Measures include:
• Memorising your PIN and access code immediately upon creation.
• Never writing your PIN or access code on your Card or storing them with your Card.
• Ensuring your PIN and access code remain confidential (e.g. by not using them while being observed).

7.5. Liability for Negligence or Fraud

• Failure to comply with this Section may limit your ability to recover any loss if we determine you have acted fraudulently, with undue delay or with negligence. In all other cases, your liability will be limited as specified in Section 11.

7.6. Suspected Compromise

• If you believe your Ziglu app access code, PIN or other security details have been compromised, notify Customer Services immediately.

7.7. Fraud Notifications

• If we suspect potential fraud or security threats involving your Card, we will contact you securely through push notifications, phone calls or text messages. You may be asked to answer security questions.

7.8. Expired or Found Cards

• Upon Card expiry or if a lost/stolen Physical Card is found after being reported, you must destroy it by cutting it in two through the magnetic strip.

8. Cancellation

8.1. Cancellation Period

• If you ordered your Card online, you may cancel it at no charge before activating or using it, and up to 14 calendar days of activation (the Cancellation Period) by notifying Customer Services. This does not apply to replacement Cards if the original Card’s Cancellation Period has expired.

8.2. Processing Transactions Upon Cancellation

• Upon cancellation, we will process any Transactions made before cancellation, together with applicable fees and charges. Your Ziglu account and the Terms remain active. 
• Refunds for funds remaining on the Card following cancellation are subject to:
• No suspicion of fraud or gross negligence.
• No legal or regulatory requirement to withhold funds.

8.3. Card Disposal

• You must destroy a cancelled Physical Card by cutting it in two through the magnetic strip.

8.4. Subsequent Transactions or Fees

• If further Transactions, fees or reversals occur after cancellation, you will be notified. You must pay any amounts owed to Ziglu immediately. If we owe you money, we will refund it to your Ziglu account or an alternative account after successful verification.

9. Expiry

9.1. Card Expiry

• Your Card cannot be used after its Expiry Date. These Card Terms will no longer be applicable unless a replacement Card is issued.

10. Termination or Suspension of Your Card

10.1. Closure Upon Termination

• When these Card Terms are terminated, your Card Account will be closed.

10.2. Immediate Suspension or Termination

• We may suspend your Card or Card Account, or terminate these Card Terms with immediate effect if:
• Required information is missing, incorrect or false.
• You have insufficient Available Balance or fail to repay debts due to us.
• Personal Details necessary for legal compliance are not provided.
• Your Card security is compromised or your Card is used fraudulently, negligently or for unauthorised purposes.
• Your Card use poses a risk to us or our systems.
• Your continued Card use may harm our reputation.
• You become bankrupt.
• Required by legal or regulatory obligations.
• Your Ziglu Account is suspended or closed.
• Third-party service provider agreements essential to the provision of this service are terminated.
• You have breached these Card Terms.

10.3. Notification of Suspension

• If your Card is suspended or terminated, we will notify you and provide reasons where permitted by law. We may also inform parties involved in the Transaction.

10.4. Voluntary Termination

• You may terminate your Card at any time via the Ziglu app or by contacting Customer Services.

10.5. Ongoing Agreement

• These Card Terms remain in force unless terminated by either party.

11. Loss or Theft of Your Card

11.1. Your Actions In Relation to Lost or Stolen Cards

• These terms apply to your Physical Card and any Virtual Card details.
• You are solely responsible for safeguarding your Card and must treat it as equivalent to cash.
• If your Card or its details are lost or stolen, you must immediately ‘freeze’ it via the Cards section in the Ziglu app. Freezing the Card will render it unusable until such time as you elect to ‘unfreeze’ it. You may maintain the Card in a ‘frozen’ state indefinitely and may ‘unfreeze’ it at your discretion through the Ziglu app.
• If you suspect your Card is lost, stolen, misappropriated, subject to unauthorised use or that its PIN or related security credentials have been compromised, you must immediately cancel the Card and provide the reason for cancellation within the Ziglu app. You must also contact Customer Services without delay to report any suspected unauthorised Transactions.

11.2. Our Actions In Relation to Lost or Stolen Cards

• If our investigations determine that a disputed Transaction was authorised by you or your device, or that you have acted fraudulently or with negligence, including failing to safeguard your Card or PIN, you shall bear full liability for any resultant losses.
• Upon notification of a loss, theft or unauthorised use, we shall promptly block the Card to prevent further Transactions.

11.3. Replacement Physical Cards

• Replacement Physical Card(s) shall be dispatched to your registered address, subject to its confirmation within the Ziglu app.
• If you request more than two replacement Physical Cards within any rolling 12-month period, a Replacement Card Fee shall be charged as set out in the Fees and Limits Annex, except where the replacement is necessitated by a manufacturing defect, in which case we may request the return of the faulty Card.

11.4. Unauthorised and Incorrect Transactions

• You undertake to cooperate fully with our agents, law enforcement authorities, any supervisory bodies and us in relation to any lost, stolen or fraudulently used Card.
• You must report any unauthorised or incorrectly executed Transaction without undue delay and, in any event, no later than 13 months following the date of debit. We shall refund the amount in question once we confirm that the Transaction was unauthorised or erroneously executed, unless we reasonably believe the incident resulted from a breach of these Card Terms, gross negligence or suspected fraud.
• In the event of a non-executed or defectively executed Transaction, we shall take immediate steps to trace the Transaction and inform you of the outcome. If we are liable, we shall refund the Transaction amount and any resultant charges without undue delay.
• If a Transaction executed within the EEA is received later than stipulated under these Card Terms, you may request that we contact the receiving payment service provider to request processing as if executed on time.
• If a Transaction initiated by a payee is disputed, subject to the below, we shall refund the amount only where you provide evidence that:
• the exact Transaction amount was not disclosed at the time of authorisation; and
• the Transaction amount was in excess of what you could reasonably have anticipated considering your previous spending patterns, these Card Terms and the relevant circumstances.
• A refund shall not be granted where:
• The amount relates to currency exchange fluctuations.
• You provided direct consent for the Transaction.
• Information on the Transaction was made available to you at least four weeks prior to its due date.
• You fail to request the refund within eight weeks of the debit date.

12. Payment Disputes

• If you dispute an authorised Transaction, you must seek resolution directly with the Merchant from whom you purchased the goods or services. We bear no liability for the quality, safety, legality or any other aspect of goods or services acquired using your Card. If you are unable to resolve a dispute with a Merchant, you may contact Customer Services and we shall provide reasonable assistance where practicable.
• If you suspect an unauthorised or erroneous Transaction, you may request us to conduct an investigation. Pending the outcome, the disputed amount shall be unavailable for spending. If the Transaction is determined to be valid, the amount shall be permanently deducted from your Available Balance and an investigation fee may be charged. You must immediately reimburse us should your Available Balance be insufficient to cover the amount of the deduction.

13. Foreign Exchange

• If you use your Card in a currency other than its denominated currency, the amount deducted from your Available Balance shall be converted using the Scheme’s prevailing exchange rate. A real-time exchange rate comparison, including any mark-up applied by the Scheme, shall be available within the Ziglu app.
• If you are given the option to pay in GBP instead of the local currency while abroad, selecting GBP may result in significant Dynamic Currency Conversion (DCC) fees being imposed by the Merchant. We advise always selecting the local currency to avoid incurring additional charges.

14. Our Liability

• We shall not be liable for any loss arising from:
• Circumstances beyond our reasonable control, including ATM network failures, data processing system failures or insufficient funds.
• Any indirect, consequential or special damages.
• Your use of the Card in violation of these Card Terms.
• Defects in goods or services purchased using a Card.
• Any unauthorised or erroneous Transactions reported more than 13 months after the event.
• Your failure to update your contact details.
• If a Card is faulty due to our error, our liability shall be limited to the replacement of the Card.
• If an amount is incorrectly deducted from your Available Balance due to our fault, our liability shall be limited to a refund of the relevant sum.
• Nothing in these Card Terms shall exclude liability for death or personal injury caused by our negligence or fraud.
• To the extent permitted by law, all implied terms and warranties are expressly excluded.

15. Complaints

• Complaints must be submitted to Customer Service by email to [email protected].
• We shall acknowledge complaints within one Business Day and aim to provide a final response within 15 Business Days.
• Our response shall:
• Resolve your complaint as requested.
• Explain why the complaint has not been upheld.
• Propose an alternative resolution.
• Any offer of resolution shall become binding upon acceptance by you but shall not constitute an admission of liability by Ziglu.
• If we fail to resolve your complaint to your satisfaction, you may escalate it to the Financial Ombudsman Service.

16. General Communication

• We shall communicate with you via the Ziglu app, email or text using your most recently provided Personal Details.

17. Personal Data

• We are the Data Controller of your personal data, which is processed in accordance with applicable laws and our Privacy Policy.

18. Changes to these Card Terms

• We may amend these Card Terms by providing at least two months’ prior notice. Your continued use of the Card shall constitute your acceptance of the changes.

19. Governing Law

• These Card Terms shall be governed by English law and any disputes or claims (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

20. Miscellaneous

• The Card is not covered by the Financial Services Compensation Scheme but funds are safeguarded per applicable law.
• These Card Terms constitute the entire understanding between you and us relating to the use of a Card and supersede and extinguish all prior terms and conditions relating to their subject matter.

1. Scope of this Annex

• This Annex is ancillary to the Card Terms and sets out the terms and conditions governing how we facilitate the use of your Card when you add or retain a Card within a Mobile Wallet (the Mobile Wallet Terms).
• A ‘Mobile Wallet’ is any electronic payment system that enables Transactions using your Card or a digital record of your Card. It is operated by a third-party provider (Mobile Wallet Provider) and can be accessed via an eligible mobile phone, tablet or other electronic device (Device).
• Terms defined in the Card Terms shall also apply in these Mobile Wallet Terms.

2. Application of Card Terms

• The Card Terms are applicable when using your Card within a Mobile Wallet. By using your Card within a Mobile Wallet, you agree to these Mobile Wallet Terms in addition to the Card Terms.
• The Mobile Wallet Provider will have its own terms and conditions, privacy policies and other contractual obligations governing your use of the Mobile Wallet. Other third parties (e.g. mobile network operators) may also impose their own terms and conditions. You are responsible for reviewing and ensuring your compliance with all applicable agreements, policies and obligations.

3. Use of Your Card in a Mobile Wallet

• You may add a Card to a Mobile Wallet only by following the procedures specified by the Mobile Wallet Provider and any additional verification steps we or they may require.
• Not all Cards may be eligible for addition to a Mobile Wallet. The Mobile Wallet Provider may impose restrictions on the number of Cards that may be linked to the Mobile Wallet.
• Once a Card is added, you may use the Mobile Wallet to conduct Transactions only at merchants and locations that accept Mobile Wallet payments.
• You may remove your Card from a Mobile Wallet at any time by following the Mobile Wallet Provider’s procedures. However, any Transactions initiated before removal will still be processed and you remain responsible for settling such Transactions.

4. Fees

• We do not charge a fee for adding your Card to a Mobile Wallet.
• All standard fees associated with the use of your Card (as set out in the Ziglu Fees and Limits Annex) are applicable when the Card is used via a Mobile Wallet.
• The Mobile Wallet Provider or other third parties (such as mobile network operators) may impose separate fees in relation to the use of the Mobile Wallet or your Device. We have no control over such fees and any charges levied by these parties remain your sole responsibility.

5. Functionality and Liability for Mobile Wallet Performance

• The Mobile Wallet is operated independently of Ziglu by the Mobile Wallet Provider. We do not control, own or operate the Mobile Wallet and, therefore, make no representation or warranty regarding its availability, security, functionality or performance.
• We are not responsible for any issues related to the Mobile Wallet, including:
• Any requirement to update or maintain the Mobile Wallet.
• Temporary or permanent unavailability of the Mobile Wallet.
• Transactions failing due to issues with the Mobile Wallet.
• A merchant refusing to accept payments via the Mobile Wallet.
• Our role is limited to facilitating the use of your Card within the Mobile Wallet. Any concerns regarding the Mobile Wallet should be directed to the Mobile Wallet Provider.

6. Card and Device Security Obligations

• You are responsible for maintaining the security of your Card information and Device, including any passcodes, biometric authentication settings or other security credentials used to access the Mobile Wallet.
• You must not share your Mobile Wallet credentials or any security information related to your Card with any third party. If you do so, you accept full liability for any resulting Transactions or security breaches.
• Before disposing of or transferring ownership of a Device, you must ensure that all Card information is removed from the Device and the Mobile Wallet.
• If your Device is lost, stolen or otherwise compromised, or if you suspect fraudulent activity on your Card, you must notify us immediately. Examples of potential security risks include:
• Receiving an unexpected notification indicating that your Card has been added to a Mobile Wallet without your authorization.
• Receiving receipts for Transactions that you did not authorise.
• Subject to applicable laws and the Card Terms, we will not be liable for any unauthorised Transactions resulting from your failure to safeguard your Device or Card credentials.

7. Suspension or Termination of Mobile Wallet Use

• We reserve the right to refuse to allow a Card to be added to a Mobile Wallet or to suspend or terminate the use of a Card within a Mobile Wallet at any time, without prior notice, for reasons including:
• A breach of the Card Terms, these Mobile Wallet Terms or any other applicable terms and conditions.
• The blocking, cancellation, or expiration of your Card.
• Suspected fraudulent activity or security concerns.
• Your failure to maintain an active account or settle outstanding obligations.
• A directive from the Mobile Wallet Provider, the relevant card network or regulatory authorities.
• Our inability to verify your identity or authenticate your Card.
• The Mobile Wallet Provider or other third parties may also impose their own restrictions, suspend or terminate your access to the Mobile Wallet at their discretion. We accept no liability for any such actions taken by third parties.

8. Data Protection and Privacy

• We will process your personal data in accordance with applicable data protection laws and our Privacy Policy, which can be accessed via the Ziglu app.
• The Mobile Wallet Provider is solely responsible for the processing of any personal information you provide directly to it. We are not responsible for how the Mobile Wallet Provider or other third parties collect, use or store your personal data.

9. Amendments to this Annex

• We reserve the right to amend these Mobile Wallet Terms at any time with or without notice, in accordance with the provisions governing amendments to these Card Terms. Continued use of your Card within a Mobile Wallet after an amendment takes effect shall constitute your acceptance of the revised terms. If you do not agree to the changes, you must remove your Card from the Mobile Wallet immediately.

10. Contact Information

• If you have any questions regarding these Mobile Wallet Terms, please refer to the Mobile Wallet FAQs available in the Ziglu app.
• If you require further assistance, please contact Customer Services.
• For any issues specifically related to the Mobile Wallet, please contact the Mobile Wallet Provider directly.

1. Scope of this Annex

• This Annex is ancillary to the Card Terms and sets out the terms and conditions governing the use of your Card for Transactions involving cryptocurrency (Crypto), by converting Crypto into fiat currency at the time of purchase (the CoC Terms).
• Terms defined in the Card Terms shall also apply in these CoC Terms.

2. Use of Card

2.1 Agreement to CoC Terms

• By using your Card to spend Crypto, you agree to these CoC Terms in addition to the Card Terms.

3. Crypto-on-Card Functionality

3.1 Payment Transactions

• By using Crypto-on-Card (CoC), you may conduct Transactions with merchants by converting Crypto held in your Ziglu account into fiat currency at the time of purchase. 
• The Crypto-to-fiat conversion is facilitated by the exchanges on which your Crypto is held, and the applicable exchange rate will be determined by the relevant exchange at the time of the Transaction.
• CoC Transactions can be conducted via Apple Pay and Google Pay in the same manner as usual Card Transactions.

3.2 Account Hierarchy

• Customers may opt-in to spending Crypto on their Card, in the Card section of the  Ziglu app, by selecting their accounts that contain Crypto to be spending accounts on their Card.
• Subject to Section 3.3 below, by default:
• Fiat accounts will show before Crypto accounts but customers may manage the priority order (hierarchy) in which their spending accounts should be used for Transactions and may choose to prioritise their Crypto accounts over their fiat accounts. 
• All fiat accounts will be enabled as spending accounts unless you choose to de-select any fiat account as an active spending account.
• The fiat currency that is the default currency of your country of residence will always show as the first account to spend from unless this is de-selected as an active spending account or you change the hierarchy. 
• When a customer instructs a CoC Transaction, Ziglu will spend first from the primary spending account that shows at the top of the hierarchy in the Card section of the Ziglu app.  If the balance in the primary account is insufficient, Ziglu will work our way down the list of active spending accounts and automatically pull from the additional spending accounts, in the hierarchy set by the customer, until the full value of the Transaction is covered. This may involve multiple Crypto-to-fiat conversions and incur applicable fees.
• If the full amount of the Transaction is not covered by the balance of all active spending accounts, the Transaction will be declined. 

3.3 Non-GBP Currency Hierarchy

• Where a customer makes a Transaction in a currency that is not GBP (a Non GBP Currency):
• If the customer has opted to use such Non-GBP Currency as a spending account in the Card section of the Ziglu app, Ziglu will automatically spend first from the fiat account that matches the currency of the Transaction, regardless of the specified hierarchy, followed by the customer-predefined hierarchy of active spending accounts if the balance of such fiat account is insufficient, until the full value of the Transaction is covered. 
• If the customer has not opted to use such Non-GBP Currency as a spending account, Ziglu will follow the customer-predefined hierarchy of active spending accounts until the full value of the Transaction is covered, and FX conversion fees may apply.

3.4 Available Crypto and Fiat

• The available Crypto and supported fiat currencies are subject to change at our discretion.

3.5 Settlement in Fiat

• The settlement of Transactions will always occur in fiat currency and merchants will not directly receive Crypto. 

3.6 Refunds and Reversals

• Refunds and reversals will always occur in fiat currency and merchants will not credit your Ziglu accounts with the equivalent Crypto that you used to settle the relevant Transaction.
• Customers will need to carry out an Exchange Transaction should they choose to credit any of their active spending accounts with the amount of any refund or reversal.

3.7 Application to Physical and Virtual Cards

• If you have both a Physical Card and a Virtual Card, the hierarchy of spending accounts that you select in the Ziglu app will be the same for both Cards.

4. Fees and Charges

• CoC Transactions are subject to the following fees:
• Conversion Fee: A 1.25% fee is applied to each Crypto-to-fiat conversion at the time of the Transaction.
• Foreign Exchange (FX) Fees: If the Transaction requires fiat currency conversion, FX fees may apply, as determined by Mastercard.
• We reserve the right to introduce blockchain transaction fees (Gas fees) should they become applicable to Ziglu. The amount of such fees may vary.
• When multiple accounts are used to fund a single Transaction, separate conversion fees may apply to each conversion effected in each account.
• The total cost of a Transaction, including all applicable fees, will be displayed upon confirmation of the purchase.
• We reserve the right to adjust fees at any time. Changes to fees will be communicated in accordance with the notice provisions in Section 18 of the Card Terms. 

5. Slippage and Exchange Rate Volatility

• Crypto-to-fiat conversions are subject to price fluctuations and the final settlement amount may differ from the estimated amount due to slippage.
• The exchange rate applied at the time of Transaction execution may not be the same as the rate displayed at the time of initiating the Transaction due to market volatility.
• We are not responsible for any loss arising from fluctuations in the exchange rate or the impact of slippage.

6. Limits and Restrictions

• The maximum amount of Crypto that can be converted per Transaction, per day, or per rolling period may be subject to limits as set out in the Ziglu Fees and Limits Annex.
• Certain merchants, jurisdictions or Transaction types may be restricted from Crypto spending. We reserve the right to block or decline Transactions at our discretion.

Issuing Fees

• Card Fee: FREE
• Card Activation Fee: FREE

Loading Fees

• Bank transfer/Electronic Funds Transfer: FREE

Transaction Fees and Usage

• ATM withdrawal globally (exclusive of ATM operator fees): 2% of withdrawal amount above a FREE rolling monthly withdrawal limit of £250
• Foreign Exchange: FREE
• ATM balance enquiry: N/A
• ATM decline: FREE
• PIN Replacement or Change Fee (in the Ziglu app only): FREE
• CoC Transaction Conversion: 1.25% of value of each Crypto-to-fiat conversion
• CoC Foreign Exchange: Applicable Mastercard FX fees for fiat currency conversion.

Miscellaneous Fees

• Physical Card Replacement Fee (where card is lost, stolen, misappropriated or subjected to unauthorised use more than twice in a rolling annual period) including UK delivery: £5
• Physical Card Replacement Fee (where card is lost, stolen, misappropriated or subjected to unauthorised use more than twice in a rolling annual period) including international delivery: £30

Limits

• Max number of virtual cards per rolling year: 20
• Max number of virtual cards per 28 day period: 5
• Max number of ATM withdrawals (per day): 10
• Max number of ATM withdrawals (per 4 days): 30
• Max value of ATM withdrawals (per day): £500
• Max number of POS Transactions (per day): 50
• Max value of POS Transactions (per day): £10,000
• Max value of POS Transactions (per 4 days): £40,000

1. Scope of Reimbursement

• If you are a victim of an Authorised Push Payment (APP) scam where you were misled into making a payment via the Faster Payments Service (FPS), we will reimburse the amount lost, subject to the conditions below.

2. Definition of APP Scam

• An APP scam occurs when a third party fraudulently persuades you to make a payment to an account they control, including:
• Impersonation of a legitimate entity.
• Purchase scams.
• Investment scams.
• Romance scams.

3. Eligibility for Reimbursement

• To be eligible for reimbursement:
• You must have been deceived into authorising a payment to a fraudster via FPS.
• You must have taken reasonable care to avoid falling victim to the scam, such as:
• Checking the payment details.
• Heeding any scam warnings provided during the transaction.
• You must notify us of the scam as soon as you become aware of it.
• The maximum claim limit is set by the Payment Systems Regulator and is currently £85,000.

4. Exclusions from Reimbursement

• You may not be eligible for reimbursement in the following situations:
• Negligence: You acted negligently by ignoring security advice, such as sharing sensitive account details (e.g. passwords, PINs) with the fraudster.
• Warning Ignored: You deliberately ignored clear warnings about a potential scam when authorising the payment.
• Delayed Reporting: You failed to report the scam within a reasonable timeframe after becoming aware of it.
• First Party Fraud: There is evidence of first-party fraud, where you are not a victim in the manner reported.
• Payment Date: The payment was made before 7 October 2024.
• Delayed Claim: You make the claim more than 13 months after the payment.
• International Payments: The claim involves an international payment.
• Self Transfers: The payment was made to another account in your name.
• Civil Disputes: The payment involves a civil dispute (e.g. complaints about a product or service).
• Unauthorised Payments: The payment was not authorised by the victim.

5. Assessment of Claims

• We will assess claims on a case-by-case basis and aim to provide a decision within five working days.
• In some cases, additional information may be required, and it may take up to one calendar month to complete the assessment.
• Rejection of Claim: If your claim is rejected, we will provide clear reasons for the decision.
• Successful Claims: Approved claims are subject to a £100 excess. This excess does not apply to vulnerable customers where their vulnerability diminished their ability to protect themselves.
• If your claim is denied, we will provide information about your right to escalate the matter to the Financial Ombudsman Service or other relevant authorities.

6. Customer Responsibilities

• You are expected to take reasonable steps to protect your account and verify the legitimacy of any payee before authorising a payment. This includes:
• Verifying the identity of the payee through trusted channels.
• Double-checking payment details before authorising transfers.
• Exercising caution when faced with urgent or suspicious payment requests.

7. Reporting a Scam

• If you believe you have fallen victim to an APP scam, you must immediately report the incident to us at [email protected]. Prompt reporting increases the likelihood of recovery.