Terms and Conditions of service
If you have any questions about them or do not wish to accept them, please contact us on
0808 168 2955 before continuing.
You may have other rights granted by law, and these Terms and Conditions do not affect these.
- Our details
- Who can use the mobile banking service?
- How your contract with us is formed
- The mobile banking service
- Adding extra cards
- Our liability
- Your right to cancel
- Other important information
The service is provided by Monitise™.We are Monitise Europe Limited (“Monitise”), a company registered in England and Wales at Companies House. We provide m-commerce services. Our registered office is at Warnford Court, 29 Throgmorton Street, London EC2N 2AT and our registered number is 4831976.
Our VAT number is 847602220.
You can contact us by telephone on 0808 168 2955.
Who can use the mobile banking service?
To be eligible to register for the mobile banking service you must be over 12 years old and
resident in the United Kingdom.
You must have all of the following:
- an HSBC Debit Card.
- a mainland UK mobile telephone account (prepay or monthly contract) with a
participating operator .
- a Java compatible mobile phone (if your mobile phone has games installed it is very likely to be compatible). Please refer to your mobile phone manual for further information. In addition, your mobile phone must:
- have at least 64Kb of free memory;
- be configured with the standard internet data connectivity settings for your network operator (GPRS or 3G). These settings are usually pre-installed when you buy the phone. However, if you are unsure or you are having problems connecting to mobile banking then see your network operator's Internet site (where you can usually get the settings downloaded by text message);
- have free space in your mobile phone e-mail or service inbox to receive text messages.
You can only register an HSBC Debit Card that you are lawfully entitled to use.
The mobile banking service can be used abroad in countries with compatible mobile networks. Charges may be higher.
How your contract with us is formed
Once you have completed your registration details (bank card and address details) and mobile telephone number, you will be asked to confirm that they are correct. If they are not correct, you can revisit your registration and correct the mistakes before confirming and submitting your registration to us. It is your responsibility to ensure that your registration is correct before submitting it to us. If you have any problems with your registration, please contact our support line on 0808 168 2955.
When you submit your registration, you are requesting to subscribe to the service provided by Monitise™. We will then send you a text message, which will allow you to download the mobile banking application to your mobile phone. By downloading the application you are deemed to be accepting the terms of the software licence as set out here.
When we receive your bank card and address details, we will check them with HSBC to verify your
identity. If the details are verified, we will send you a welcome letter by post (usually within
three working days) that will introduce you to the service. We will also send you a copy of these
terms and conditions by post.
When you first use the service on your mobile phone you will also be asked to choose a security passcode which you will need each time you wish to use the mobile banking service. You must keep this passcode safe and not write it down or disclose it to anyone. If you forget your passcode please text 'code' to 82428 for a replacement.
The mobile banking service
The service provided by Monitise™ is a service that gives you access to content services (e.g. balance enquiries) and transactional services (e.g. mobile phone top-up). Each transaction should take less than 15 seconds.
The service is normally available 24 hours a day, 7 days a week, 365 days a year apart from planned downtime, circumstances beyond our reasonable control or where you are not in an area of mobile coverage.
Up to 31st December 2011 inclusive, all mobile phone banking customers will receive free Monitise™ mobile phone banking. We will advise you separately of charges for using Monitise™ mobile phone banking from 1st January 2012. Mobile phone top-ups: There is no service charge for top-ups. Mobile phone top-ups will be debited directly from your current account and will be shown on your current account statement.
Additional overseas network charges may apply when used abroad.
There may be other taxes and costs for using the mobile banking service that are charged by your mobile operator and you should contact your mobile operator for details of their charges (if any) for this service (you can select not to be notified).
All charges include VAT.
Charges for using the service will be debited to your mobile phone account. If you use a mobile banking transaction service, the amount you choose to transfer or pay will be debited from the bank account associated with the card you are using.
Adding extra cards
You can add another card and additional services to the service at anytime by following the
simple steps from within the mobile banking application. You cannot add new cards and services
through this website.
These Terms and Conditions do not exclude our liability (if any) to you for:
- personal injury or death resulting from our negligence;
- any matter which it would be illegal for us to exclude or to attempt to exclude our liability.
We are only liable to you for losses which you suffer as a result of a breach of these Terms and Conditions by us or as a result of our negligence or breach of statute. We are not responsible to you for any losses which you may incur which were not a foreseeable consequence of us breaching these Terms and Conditions, for example if you and we could not have contemplated those losses before or when we enter into a contract. Our liability to you shall not in any circumstances include any business losses that you may incur, including but not limited to lost data, lost profits or business interruption.
We are not liable for any losses you suffer arising from fraudulent use of your card where this results from you not keeping your security passcode safe as recommended by us above.
We are not liable for any error by you in entering any details when you carry out a service, e.g. if you key in the wrong mobile number to top-up or the wrong bank account to transfer money to. We will always ask you to confirm the details you have entered before you authorise the transaction.
Your right to cancel
If you are a consumer (i.e. you are not purchasing either wholly or in part for your business or you are not a business) you have the right, in addition to your other rights, to cancel the contract under the Financial Services (Distance Marketing) Regulations 2004. You can cancel the contract within fourteen calendar days, starting on the day after you register for Monitise™ by selecting the "Cancel Service" option from the "Options" menu on your mobile phone (which tells us that you have successfully cancelled the service) and then deleting the mobile banking application from your mobile phone.
There is no minimum contract period and you are free to stop using the mobile banking service at anytime. If you wish us to deactivate your account, simply select the "Cancel Service" option from the "Options" menu on your mobile phone (which tells us that you have successfully cancelled the service) and then delete the mobile banking application from your mobile phone. If you have not used the mobile banking service for 12 months your account will be deactivated automatically and you would have to re-register in order to use the service.
It is your responsibility to delete the mobile banking service from your mobile phone if you change your mobile phone or dispose of it.
Other important information
We may not necessarily keep a copy of these Terms and Conditions and your order. We advise you to keep a record of your order and print a copy of these terms for your information in the future. You will receive a copy of these Terms and Conditions by post when we send you your welcome letter.
The contract and all communications between us will be conducted in the English language.
Our relations with you and the formation, existence, construction, performance, validity and all aspects whatsoever of these Terms and Conditions or of any term of these Terms and Conditions will be governed by the law of England.
The English courts will have non-exclusive jurisdiction to settle any disputes which may arise out of or in connection with these Terms and Conditions or use of the website.
If you have any complaint about the mobile banking service please telephone 0808 168 2955.