Terms and conditions

1. About

These Terms and Conditions (Terms) are our agreement with you about the use of your AMP Citro Card (Card) and Account (Account), which is linked to the AMP Citro Rewards program.

The Card and Account are issued by Hay Limited ABN 34 629 037 403 AFSL 515459. Citrus Innovations ABN 25 667 285 654 (Citro) promotes and distributes the Card as a Corporate Authorised Representative of Hay Limited.

Citro is a subsidiary of AMP Limited and has partnered with AMP under a licensing agreement to feature AMP’s branding on the Card, Account, and related materials linked to the AMP Citro Rewards program. The AMP Citro Rewards Terms and Conditions can be found here: www.ampcitro.com.au/terms.

If you commence using the Card and Account, you will be deemed to have read, understood, and accepted these Terms. This is called acceptance by conduct, meaning it does not require your signature to be binding.

It is important that you understand these Terms as they define:

• How we use your information

• Security measures

• Fees and charges

• Limits

We’ll notify you if any Terms change. However, we may provide shorter or no notice in urgent security situations. If you disagree with a change, you must notify us within 30 days of its implementation. After 30 days, you will be deemed to have accepted the change.

Additional Documents

These Terms form part of the Product Disclosure Statement (PDS). You should also read:

• Product Disclosure Statement (PDS): www.ampcitro.com.au/pds

• Target Market Determination (TMD): www.ampcitro.com.au/tmd

• Financial Services Guide (FSG): www.ampcitro.com.au/fsg

For assistance, contact the AMP Citro Support Team:

Mail: Level 24, 50 Bridge Street, Sydney NSW 2000

Email: support@ampcitro.com.au‍

Website: https://www.ampcitro.com.au

2. Meaning of Words

In these Terms, capitalized words have the following meanings:

• Acceptance Brand – Visa symbols at merchants and ATMs where the Card is accepted.

• Account Holder – The individual whose name the AMP Citro Account is registered under.

• AMP – AMP Limited ACN 079 354 519.

• AMP Citro Account – The digital (virtual) account issued by Hay and linked to the AMP Citro Card.

• AMP Citro App – The mobile app supporting the AMP Citro Card, Account, and Rewards program.

• AMP Citro Card – A physical Visa debit card issued by Hay and linked to the AMP Citro Account.

• Available Balance – The dollar value (AUD) in your Account available for use.

• Block an Account – A status applied by Citro or Hay to suspend transactions.

• Cardholder – The individual issued an AMP Citro Card by Hay.

• Chargeback – The Visa process to dispute a transaction.

• Device – Any electronic tool used to access the Card and Account.

• Disputed Transaction – An Account transaction challenged by the Account Holder.

• Direct Entry (DE) – The electronic payment system for Pay Anyone transactions.

• Freeze – A temporary suspension of transactions on the Card.

• Hay – Hay Limited ABN 34 629 037 403, the issuer of the Card and Account.

• Issuer – Hay Limited as the issuer of the AMP Citro Card and Account.

• Linked Account – The account funding your Card transactions via PayTo mandates.

• Merchant – A vendor accepting Visa Debit Cards.

• NPP – New Payments Platform, facilitating real-time payments.

• Passcode – A 6-digit code to access the AMP Citro App.

• Pay Anyone – A payment method using a BSB and account number.

• PIN – The Personal Identification Number for Card security.

• Purchase Transaction – A purchase using the Card at a Merchant.

• Terms and Conditions – The rules governing the AMP Citro Card and Account.

• Unauthorised Transactions – Transactions made without your knowledge or consent.

• Unblock Account – The reinstatement of an Account after being blocked.

• Unfreeze – The reversal of a Freeze after an investigation.

• Visa – Visa Worldwide PTE Ltd.

• Visa Debit – A Visa-branded physical or digital debit card.

• We, us, our – Hay Limited.

• You – The customer and holder of the AMP Citro Card and Account.

3. The AMP Citro Card and Account

When issued a Card, you will receive both a digital card and a physical card (subject to availability) linked to your Account, viewable via the AMP Citro App.

• The physical Card allows cash withdrawals at ATMs and purchases worldwide where Visa Debit is accepted. (Daily limits apply – see clause 6.2)

• You can view your Available Balance anytime in the AMP Citro App.

• The Account is not a bank account and does not accept BSB/account number deposits.

• There is no credit facility – overdrawing is strictly prohibited.

• If your Account has a negative balance, you must immediately repay the amount.

• We reserve the right to decline transactions that exceed your Available Balance (see Section 6.5.8).

• Citro may reissue a new Citro-branded card if it no longer has a commercial arrangement with AMP.

4. Eligibility

To be eligible for this product, you must:

• Be an individual person.

• Have a valid Australian residential address.

• Be 40 years or older.

• Be eligible for AMP Citro Rewards membership.

• Be an existing or prospective AMP customer or an AMP employee.

5. Activating Your Physical Card

If a physical card is available and your application is approved:

• Your card will be delivered by post in an inactive state.

• To activate it, use the “Activate Card” or “Set PIN” option in the AMP Citro App.

• Once activated, you can start using the Card and earning AMP Citro Rewards benefits.

6. Using your Card and Account

6.1. Adding value to your Card and Account

At any time, you or someone on your behalf can add value to your Account through the mechanism we specify. Predominantly, PayTo will be used to give effect to your Available Balance and Purchase Transactions. You can find instructions for how you can add value to your Account in the AMP Citro App. We may also add new ways to deposit funds into your Account in the future and we will publish these ways in the AMP Citro App. We encourage you to check the AMP Citro App from time to time for this and other important information. Payments to your Account will be credited to your Available Balance when they have cleared. You can use the Card to access funds in your Account and make cash withdrawals at businesses or ATMs that accept Visa Debit cards.

6.2. Limits

There are default limits that apply to an individual when using the Card and Account:

• Maximum available balance: $50,000

• Minimum balance: $0

• Maximum deposit per day: $10,000 (However, deposits may not be made into the Account using BSB/account number as with a normal bank account)

• Maximum ATM cash out per day: $20

• Maximum single Card transaction: Up to $10,000

• Maximum Card spend per day: $10,000

• BPay limit (for personal superannuation contributions): Up to $500

At any time, we can adjust the limits to protect your interests or ours and if we decide to adjust the limits, we will inform you of these changes through the AMP Citro App and/or by email. Unless it is for security or financial integrity reasons, we will inform you of any changes to the daily limits in advance no less than 10 Business Days before the change takes place. You can find the actual limits that apply to your Card and Account within the AMP Citro App. We will let you know via the AMP Citro App and/or by email if your limits are adjusted.

6.3. ATM withdrawals

You can withdraw cash from your Account using your physical Card at any ATM up to the limit that applies for ATM transactions. There are no fees charged by Hay for using ATMs. However, you may be charged fees by financial institutions or ATM providers when using their ATMs.

6.4. Card transactions

You can use your Card to make payments anywhere that Visa Debit cards are accepted, subject to restrictions set out in these Terms. The Card may not presently be used for Buy Now Pay Later purchases. We may block certain merchants, such as identified high-risk merchants, or other merchants and merchant category codes from time to time. Some merchants are blocked by the payment system providers directly, including Visa, PayTo, and BPay. If we decide to block a merchant, that decision is made at our sole discretion, and a list of blocked merchants or merchant category codes is available upon request. If you use your Card for a transaction where the merchant or merchant category code is blocked, the transaction will be declined. Your Account will not be debited for the value of the declined transaction.

Within Australia, you can make contactless transactions under $100 without using your PIN. Contactless limits may vary in different countries. Like with any transaction, please make sure you check the amount is correct on the terminal before authorizing a contactless transaction. Use of the Card’s magnetic stripe is disabled and not available.

We will deduct the amount of any transaction using your Card from your Available Balance. You cannot stop payment on a transaction after it has been completed. For mistaken or disputed payments, please refer to clause 10 of these Terms and Conditions. We do not allow negative balances in your Account. If you do not have sufficient balance in your Account, any negative balance becomes immediately due and payable.

In the event your Account falls into a negative balance, we will immediately withdraw the total amount required from your Account to return it to a zero balance. This may include utilizing any or all available balance accrued from cashback or other means, without requiring your explicit consent to do this. In the event your Account does not have a sufficient balance to cover the total negative balance amount, we will continue to attempt to process the outstanding amount from your linked Account. We will decline any further transactions until the Account is able to meet its financial obligations. It is your obligation to ensure that you have sufficient Available Balance to complete a transaction.

Sometimes a transaction cannot be processed due to reasons outside of our control, including where there are network issues which may affect the relevant payment terminal. We are not responsible where a transaction authorization is declined for any reason, except to the extent caused by our negligence, fraud, or willful misconduct (or that of our employees or agents).

6.5. PayTo transactions

You can pay money into your Account and make payments from it in near real-time using PayTo when the sending or receiving financial institution also supports PayTo.

This is your PayTo Service Agreement with us. It explains what your obligations are when establishing a PayTo payment agreement. It also details what our obligations are to you. Where your Linked Account is eligible for PayTo we will prompt you in the AMP Citro App to set up.

6.5.1. PayTo Meaning of Words

• Authorised Payment Mandate: A Mandate that has been authorized by the Linked Account Owner and stored in the Mandate Management Service, authorizing an NPP Payment, or a series of NPP Payments, to be made from the Linked Account Owner’s account to your account, in accordance with its terms.

• Mandate: A mandate to authorize an NPP Payment or a series of NPP Payments from the Linked Account Owner’s account to your account.

• Mandate Management Service: The central, secure database operated by NPP Australia Limited of Authorized Payment Mandates.

• NPP: The New Payments Platform operated by NPP Australia Limited.

• NPP Payments: Electronic payments cleared and settled by participating financial institutions via the NPP.

• PayTo: A service which enables:

a. You to request, and the Linked Account Owner/s to pre-authorize an NPP Payment, or a series of NPP Payments, in accordance with an Authorised Payment Mandate.

b. To amend, suspend, un-suspend, and cancel Authorized Payment Mandates.

• Linked Account: The account from which you are requesting payment, which must be your own account, held with another financial institution.

• Linked Account Owner: The owner of the account from which you are requesting payment. This may be you if you are debiting from your own account.

• Linked Financial Institution: The financial institution of the Linked Account Owner.

• Documentation: A series of manuals and guides, whether in an electronic form or otherwise provided to you to assist you in using the Mandated Payments Service.

(Rest of section 6.5 continues as per original content…)

6.6 Using your Card for foreign currency transactions

All transactions in foreign currencies will be converted into Australian dollars. All foreign currency transactions will be processed using the foreign exchange rate determined by Visa at the time of settlement. We do not charge fees, margins, or spreads for foreign exchange payments. The actual foreign exchange rate that has been applied will be shown in your AMP Citro App on settlement.

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7. BPay

7.1. Pay

BPay Payments from Your Account

Hay Limited is an authorised participant of the BPay Scheme which enables you to use BPay.

To initiate BPay payments from your Account:

1. Initiate a payment via BPay using the AMP Citro App.

2. Enter the correct Biller Code and your unique Customer Reference Number (CRN) and confirm their accuracy.

3. Ensure you have an available balance to cover the payment and any related fees at the time your payment instruction is acted upon by Hay.

4. These Card and Account Terms and Conditions issued by Hay and the AMP Citro Rewards Terms and Conditions issued by Citro will apply.

For BPAY payments using the AMP Citro App, Citro acts on behalf of Hay to arrange the facility through which the BPAY payment is made. Hay is not obliged to process a BPay payment if any of the above information is not available or inaccurate.

7.2. About BPay

BPay is an Australian electronic bill payment system, that enables consumers to pay bills using their banking services.

i. The BPay scheme is an electronic payments scheme through which you initiate BPay payments to billers who are registered to accept BPay payments through the BPay scheme. Through the Hay Limited issued products, you have access to specific BPay services to initiate payments.

ii. Hay is an authorised participant of the BPay scheme and offers this capability as the issuer of the Card and Account. We will inform you if we cease to become a member and this capability is no longer available.

iii. The terms and conditions set out in this section apply when you initiate a payment through the BPay Scheme with Hay.

7.3. Using the BPay scheme

When you initiate a BPay payment, the following conditions are present and information must be provided at the time of your instruction, unless otherwise specified in these Terms and Conditions or the AMP Citro Rewards Terms and Conditions:

• the correct BPay biller code of the biller to be paid;

• the amount of the BPay payment;

• the biller customer reference number;

• the date you wish to initiate the payment;

• the payment frequency; and

• the appropriate funds are available in your account at the time of acting on your BPay payment instruction (one-time or recurring).

You acknowledge and accept that a BPay payment could fail or be paid incorrectly if you do not provide all the information or provide inaccurate information.

If all the required information is successfully provided, your Account will be debited with the amount of that BPay payment on the date you have provided or otherwise in accordance with these Terms and Conditions or the AMP Citro Rewards Terms and Conditions.

You will be unable to initiate the BPay payment when your available balance does not contain sufficient funds at the time the payment is to be initiated.

7.4. BPay Scheme Payments

BPay operates as a batch processing payment system, which means transactions are accumulated over a period and processed collectively at predetermined times. Financial institutions collect and send payment instructions in batches, usually at the end of the business day, streamlining the payment process between financial institutions and ensuring funds are transferred systematically.

Once you have submitted a BPay instruction, it cannot be stopped. If your instruction has been made in error, you will need to follow the steps in Clause 7.5 immediately as there are no BPay payment chargeback rights.

The processing of a BPay payment may be delayed where:

• there is a public or bank holiday on the day a BPay payment is to be initiated by Hay;

• you tell Hay to initiate a BPay payment on a non-business day;

• another financial institution participating in the BPay scheme does not comply with its obligations under the BPay scheme; and

• a biller fails to comply with its obligations under the BPay scheme.

Although any BPay payment processing delay is not expected to continue for more than one business day, you acknowledge and accept that a delay may continue for a longer period.

7.5. Incorrect payment amount to a biller

If you believe that you have made a mistake in a BPay payment, you must contact the AMP Citro support team as soon as possible so that we can identify and assess the transaction.

If you discover that you have given an incorrect payment amount instruction to BPay:

• contact the biller directly for a refund if the amount you instructed BPay to pay is greater than the required amount,

• initiate a further BPay payment to the biller for the difference, if the amount is less than the required amount.

7.6. Biller unable to process a payment

If your BPay payment cannot be processed by a biller, you will be notified, and your Account credited for the amount of the BPay payment.

7.7. Suspension of BPay

If at any time in the future continued use of the BPay service may cause loss to you or Hay elect to not continue with the service, Hay may:

• suspend or cancel your right to use BPay in relation to a particular Biller; and

• suspend or cancel your registration to use BPay without prior notice.

7.8. Processing Times

BPay payments made on a Saturday, Sunday or Public Holidays are processed on the next business day. BPay payments may take longer if the biller does not process a payment as soon as they receive its details.

7.9. Liability for mistaken payments, unauthorised or fraudulent transactions

• You must notify the AMP Citro support team immediately if:

o you become aware that you may have made a mistake (except in relation to the BPay payment amount – see Incorrect payment amount to a biller section above) when instructing Hay to initiate a BPay payment;

o you did not authorise nor initiate the BPay payment from your Account;

o you believe the BPay payment was not processed as per your initiation instructions (including delays);

o you think you have been fraudulently induced to initiate a BPay payment.

• The AMP Citro support team will advise Hay, who will work with the relevant parties to rectify any issues with your BPay payment in the way described in this clause.

• If a BPay payment is made on your Account without your knowledge or consent, liability for that unauthorised BPay payment will be determined in accordance with these terms. Otherwise, except as outlined in this clause, neither the Distributor (Citro) nor Issuer (Hay) will be liable for any loss or damage you suffer as a result of using the BPay scheme.

8. Fees

Current fees and charges that apply to your Card and Account can be found in the PDS, accessible here: www.ampcitro.com.au/pds.

We will debit your Available Balance for any fees that are payable to us.

9. Security

9.1. Protecting your Card information and PIN

It is important that you keep your AMP Citro App, Card information, PIN and Passcode secure.

10. Responsibility for mistaken or unauthorised transactions

Where you think a transaction is an Unauthorised Transaction or is otherwise incorrect, please contact the AMP Citro support team immediately via the AMP Citro App and provide as much information as you can about the relevant transaction so Citro and Hay can investigate further.

11. Lost, stolen Card or compromised PIN

You will not be responsible for Unauthorised Transactions:

• that occur before your Card is issued to you;

• that occur after you have Frozen or cancelled your Card and while it remains Frozen; or

• where you did not contribute to the Unauthorised Transaction.

We may consider that you have contributed to an Unauthorised Transaction where:

• you have not kept your Card, PIN or Passcode reasonably secure; or

• there was an unreasonable delay in Disabling or cancelling your Card where you believed it was lost, stolen, or otherwise compromised; or

• there was an unreasonable delay in reporting any unauthorised or mistaken payments.

12. Transaction history

You can view your transaction history on the AMP Citro App at any time. We take security very seriously but please regularly check it to make sure there is nothing unusual such as:

• transactions you don’t recognise;

• transactions you did not authorise;

• transactions where you never received the relevant goods or services;

• transactions where the purchase price differs to the purchase amount; or

• you think a transaction may have been duplicated.

13. Card and Account cancellation by Us

We may Freeze or cancel the Card and or Account where we have concerns about its security and or for the purpose of protecting your Available Balance where we suspect the Card has been compromised.

If we become aware that you have not done what you’ve agreed to do as set out in these Terms we may suspend or cancel your Card and Account. If this happens, we will let you know as soon as possible and refund any Available Balance to your nominated bank account, except where there is no Available Balance and your Account is overdrawn, upon the occurrence of which the overdrawn amount becomes immediately due and payable and Hay’s right to payment of the overdrawn amount from you is assigned to Citro and for the purpose of Citro’s legitimate business interests, you agree to do all things necessary to perfect the assignment of rights. Any bonus or promotional Rewards funded by Citro will not be refunded upon Card and Account cancellation or suspension and will be forfeited.

14. Card Expiry

The expiry date is shown on your Card. We will contact you prior to the expiry date to let you know next steps for continuing to use your Card after the expiry date.

15. How to close your Card and Account

You can close your Card and Account at any time by emailing AMP Citro Support team at support@ampcitro.com.au or by calling the AMP Citro Support team between 09:00 am – 05:00 pm Australian Eastern Time from Monday to Friday on 1300 583 156. We may need to call you to verify your identity as the Account holder. We will not be able to process your request until we are reasonably satisfied of your identity.

As soon as you notify us that you wish to close the Card and Account, you will no longer be able to use them. We cannot close your Account if you have a negative balance. You must pay us all outstanding amounts including any deficit balance, unpaid fees, and charges prior to closing the Account.

We will assist you with any balance transfers at the time of closure that is not linked to pending settlement. There is a period where we have pending transactions and need to wait for all payments and transactions undertaken by you to be settled before your Account is finally closed.

You will remain liable for any transactions that were not processed, or that occur, on your Account (including, but not limited to, outstanding merchant purchases) at the time the Account is closed.

Once the Account is closed and we are satisfied that all outstanding transactions have been presented and settled, we will refund you the Available Balance to your nominated bank account. Any bonus or promotional Rewards funded by Citro in your Account will be forfeited and will not be refunded.

16. How we can communicate with each other (notices)

You can contact us via the AMP Citro App or using our details as set out in these Terms.

We may give you information, notices or other documents related to the AMP Citro Card and Account by:

• notification (including a push notification) or message sent to you or your device through the AMP Citro App;

• by email to the email address recorded for you in the AMP Citro App;

• by letter to the address recorded for you in the AMP Citro App.

17. Limits and responsibility

Hay is responsible for things that occur that are our fault. This includes things like your Available Balance being incorrectly debited due to our error.

We are not responsible for things outside of our control like;

• where a Merchant does not accept your card;

• delays or interruptions not caused by us;

• transactions not being able to be processed, despite us taking reasonable precautions;

• a dispute between you and the supplier of goods or services purchased with the Card.

To the extent permitted by law and Visa scheme rules, the most Hay is responsible for is the maximum value of a transaction processed due to our error or, for other things that Hay may be responsible for, the amount of your Available Balance.

18. Feedback and resolving complaints

If you have a complaint relating to the AMP Citro Card and Account or the financial services we have provided to you, please see section 9 “Feedback and resolving problems and complaints” of the Financial Services Guide.

A complaint is not a transaction dispute in this context. A dispute means a customer challenge to a specific transaction via NPP or DE. A chargeback means a customer challenge to a specific transaction via the International Scheme such as Visa. A dispute and chargeback are defined in section 2 “Meaning of words”.

Mail: Level 24, 50 Bridge Street Sydney NSW 2000

Email: support@ampcitro.com.au

Website: www.ampcitro.com.au

Please provide a full explanation of your feedback or complaint. Citro may request further details from you.

Citro and Hay will undertake the following:

• Keep a record of your complaint;

• Acknowledge your complaint within 1 business day;

• Respond within 30 calendar days;

• If we cannot complete our investigation within 30 calendar days, we will let you know why before the 30 calendar days lapse.

If you are unable to resolve your issue with Citro directly, you can escalate your enquiry to Hay via complaints@hellohay.co or by phone 1800 080 081.

If we are unable to resolve the matter to your satisfaction, you may refer the complaint to the Australian Financial Complaints Authority (AFCA).

Mail: GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Website: www.afca.org.au

19. Anti money laundering and counter-terrorist financing

As an issuer of the Card and Account, we must comply with the Anti-money Laundering and Counter-terrorism Financing Act 2006 (Cth) (AML Act) and its related Regulations.

Accordingly, as part of the application process we will require evidence of who you are and where you live. As part of our legal obligations, we need to verify this information and accordingly, we check the information you provide against records maintained by credit reporting and fraud prevention agencies/ organisations. However, we do not perform a credit check on you and the searches we perform are only for verifying your identity.

20. Privacy

Hay will collect, handle, and use your personal information in accordance with the Hay Privacy Policy available at https://www.hellohay.co/privacy.

21. Changes to these terms

We can change these Terms at any time by uploading the new Terms to the AMP Citro App and the AMP Citro website and letting you know about the changes via the AMP Citro App or by email.

22. Governing law

The laws of New South Wales will govern the Card and Account, and any legal questions concerning this agreement.