MentPay
These Terms and Conditions apply to your MentPay account and govern the relationship between MentPay and you. Use of your MentPay account will constitute acceptance of these Terms and Conditions. You must, therefore, read them carefully. Please print a copy of these Terms and Conditions for your records.
MentPay is a digital payment platform. When you add funds to your MentPay account, you purchase digital value from MentPay. MentPay is a trading name of South West Smart Applications Limited (SWSAL) whose registered address is 14 High Cross, Truro, Cornwall, TR1 2AJ.
You can create a MentPay account online here, provided you have a valid smart card number, the 16 or 18-digit number on the back of a smart card issued by MentPay or an affiliated scheme partner.
If you need to change any of the details or preferences you registered with MentPay when you created your account, you can edit these online by accessing ‘Account Settings’ once logged in.
You can top up your MentPay account in several different ways:
(*) If you choose to use a credit card to make a payment, the bank issuing your card may levy charges for using the card in the same way that they may charge you for using the credit card at an ATM to withdraw cash. MentPay has no role in determining whether the bank levies a charge and does not receive any share of the charges they collect in this way.
A maximum balance of £50 can be added to a MentPay account to help minimise its exposure.
You can safely and securely store your debit or credit card with MentPay for quick and easy future top-up payments.
You can set up an automatic top-up (ATU) so that whenever the balance drops below a certain amount, it is automatically topped up with funds. Your payment card details are securely stored to enable this service.
You can check your MentPay account balance online at any time.
The use of your MentPay account to make purchases is limited in scope in terms of what you can buy. Your MentPay account can pay for public transport journeys or tickets. Accounts are not interchangeable.
For transit accounts, you can purchase travel tickets from the participating transit operator to which your account is linked.
A MentPay account is not a credit card, charge card, or debit card. It is a pre-pay account that is topped up with funds prior to use. Before using your MentPay account, you must load it with value by transferring money to it, which you can do online or at a participating top-up point (see 'Topping up your MentPay account').
You have the right to cancel your MentPay account at any time. Send the cancellation request by email to customersupport@talktosam.co.uk or in writing to the address below. Any smart card linked to your account can be returned to us at: Freepost SWSAL.
You can redeem at any time any unused value on your MentPay account provided:
MentPay charges an administration fee of £10 per account for refunding stored value from your MentPay account, and we reserve the right to vary this charge.
Any redemption payment will be credited back to the credit card or debit card last used for a top-up or to make a purchase.
To enable us to comply with our legal obligations, we may need to carry out checks to verify your identity before processing a redemption request. We reserve the right to refuse to process any redemption request if you fail to assist with that verification process.
Alternatively, you can just reduce the balance on your MentPay account to £0.00. Then, you can return the card to us at the address given above. You can also advise us to close your account by emailing us at customersupport@talksam.co.uk.
You should treat a MentPay card or any card issued by an affiliated scheme partner like cash in your own wallet. If you lose it or if it is stolen, you may lose any value stored on it.
If you have registered your MentPay card online, you should immediately report it as lost, stolen or broken. If you notice any loss, theft, fraudulent or unauthorised use of your MentPay account, you should also log in and report it to MentPay via the secure portal www.mentpay.co.uk.
In the event of loss, theft, fraud or other unauthorised use of your MentPay account or card, or if your MentPay card is damaged or malfunctions, we may, at our sole discretion, replace your MentPay card (if applicable) and transfer any value stored on it to a replacement card or account.
Circumstances in which we may determine, at our sole discretion, that we will not replace your MentPay card include those where we reasonably believe that the notified incident has been caused by your wilful breach of these Terms and Conditions or if there are reasonable grounds for suspecting that you are or have been engaged in fraudulent or other unlawful conduct. Alternatively, at our sole discretion, we may make a redemption payment for any outstanding value stored on your MentPay card.
If we agree to replace your MentPay card, a replacement card will be delivered to your registered home address.
We reserve the right to charge a fee for each replacement card where we are the original issuer. If you subsequently find or retrieve a MentPay card that you have previously reported lost or stolen, you should log in and notify MentPay Customer Services via the MentPay portal immediately.
An Affiliated Scheme Partner (ASP) is a partner that offers MentPay service. If your card has been issued by an ASP and has been lost, stolen, or faulty, please contact them immediately. Alternatively, you can notify MentPay directly to report the card lost, stolen, or faulty log into your MentPay account online, select the user under ‘Account Settings’, and then use the dropdown to select the appropriate option.
Separate replacement card arrangements and fees may apply for cards issued by our scheme partners. For specific terms and conditions, please refer to the scheme partner.
Our customers are important to us, and each customer has the right to fair, swift, and courteous service at all times. If you are unhappy with the service you have received from us, you have the right to complain. We do not tolerate abuse of our staff.
If you need assistance or have any questions about your MentPay account, you can use the Contact Us facility on the MentPay website or e-mail customersupport@talktosam.co.uk.
If you create a MentPay account and register on the MentPay portal, you will be asked to provide certain personal information, including your name, address, and contact details. We store this information securely. If you choose to activate the automatic top-up (ATU) facility, your debit or credit card details will also be securely stored.
If you sign up for MentPay email communications and decide later to change your mind, you can unsubscribe online at any time by clicking the link in the footer of the email.
We are committed to maintaining the security of your personal information in accordance with the requirements of the Data Protection Act and will take all reasonable steps to ensure that it is kept secure against unauthorised access, loss, disclosure, or destruction.
The MentPay Privacy Policy is available on our website. It applies whenever you provide us with personal information and is incorporated by reference into these Terms and Conditions.
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