TERMS & CONDITIONS

Updated: 17 March 2025

Welcome to Trustie! 👋

We're Trustie Technology Limited (Trustie, we, our, or us), and we're here to make managing your finances simple and rewarding.

These terms & conditions (Terms) explain how you can use the Trustie Platform and Services, and what you agree to when you sign up. You'll find explanations for specific terms at the end of the agreement. 📜

We've kept things clear and simple to ensure we're on the same page. If you ever feel unsure about anything, our friendly support team is just an email away at [email protected].

1. Other Key Policies 📃

To give you a better experience, we've also outlined specific Policies that apply when you use our Platform:

🚦 Acceptable Use Policy: Restrictions for safe and lawful use of our Services.
💬 Ask Service Policy: Information on our Ask service and its limitations.
🍪 Cookie Policy: All about cookies and how we use them.
❓FAQs: Common questions and easy "How To" guides.
🔐 Privacy Policy: Learn how we collect, protect and use your Personal Data.
🔄 Referral Promotion Policy: Details on Trustie's referral campaigns.
🎁 Rewards and Gift Cards Policy: Earn rewards and cashback on the Trustie platform.
🖼️ User Content Policy: Guidance on posting content like photos and comments.

2. Using Trustie -- Legal Stuff 📖

By signing up for Trustie, you agree to these Terms and our Policies listed above. It's important to read through them as they're legal terms and conditions and form a legal agreement between you and Trustie.
These terms, along with the polices, explain how you can use Trustie and what to expect from us. No other terms apply unless we've agreed to them in writing.
English law governs these Terms, and any disputes are resolved in the courts of England and Wales. You can't use Trustie from outside the UK.
Again, just to let you know you'll find explanations for specific terms at the end of the agreement.
If something doesn't make sense, reach out at [email protected] - we're happy to help.

3. Who We Are 🌐

We're Trustie Technology Limited, a UK-based company (registration number NI653889) and our registered office is: 📍

Trustie Technologies
Omagh Business Complex
Gortrush Entreprise Centre
Great Northern Road
Omagh
BT 78 5LU
Northern Ireland

Need to contact us?

Here's how:

Email: [email protected]
Phone: +44 28 8230 6085
Or, simply send us a message via the Trustie App

4. How We'll Stay in Touch 📞

We'll keep in touch with you using the details you gave us when you signed up.

Here's how:

Phone and email - we'll use the contact information you provided during registration.
In-app features - we may reach out through features available on the Trustie Platform.
Language - all communications will be in English.
For anything required by the Payment Services Regulations 2017, we'll send you a PDF attachment via email. Most other communication will also be through email unless these Terms say otherwise.
We'll also send you helpful "push notifications" (Notifications) about your use of the Trustie Platform and Services. By using the Trustie Platform you agree to receive these Notifications, some of these might be turned on by default, but you can adjust your preferences in the App.

5. Using Trustie

5.1. Who Can Use Trustie 👤

To create a Trustie Profile, you need to:

Be 18 or older and a UK resident.
Have a personal current account with a UK bank and transfer money in and out of this profile.
Make sure your bank account supports Open Banking and meets Trustie's requirements. For more details, check out Open Banking and take a look at section 7 for more on Open Banking permissions.
Own a UK mobile number.
Not be a person subject to or resident in or be connected to a country under UK sanctions.
Share any additional details we need to help you set up your Trustie profile

5.2. What You Need to Know About Your Profile 🛠️

Here's how to get started:

Enter your legal name, email, and mobile phone number.
Verify promptly your email and mobile number with the codes we send.
Create a PIN and TrustieID.
Permit Trustie to have access to your contacts and photos;
Link your bank account to Trustie to verify your identity. Make sure to connect the account(s) you plan to use with our Services. You'll also need to give consent for us to access your name, account number, and sort code from your bank.
Provide additional details if needed. We might contact you for more information to complete the verification process.
Look out for a confirmation email. Once your application is approved, we'll let you know by email. At this point, you'll have a legally binding agreement with us, which stays active until either you or Trustie decides to end it, as outlined in these Terms.

5.3. ⛔ Restrictions which apply

To keep things running smoothly, here are a few rules about your Trustie Profile:

Only one Profile per person - any extra profiles created without permission might be merged or closed by us.
Personal use only - your Profile is for your own private use. It's not for sharing, commercial activities, or reselling. If we suspect a breach of this rule, we can close your profile.
Transactions are for you - use your Profile to manage your own transactions only. You can't use it for others or let anyone else access or operate your profile.
Activity checks - from time to time, we might review your transactions and Profile to make sure everything is in line with the law, and you agree that we can contact third parties to investigate your Profile if required. If we need more information, we'll ask you to provide evidence. Please respond quickly -- if not, we might need to suspend your Profile.

5.4. Your Trustie Profile 👤

To create, register, and keep your Trustie Profile active, you agree to:

Give us permission and authorise us to:

Verify your identity and bank account details - so you can use the Trustie Platform and Services.
Comply with legal and regulatory requirements -- to ensure everything is secure and above board.
Gather, verify, and review the necessary information and documents to support this process. This may involve working directly with you or through trusted third parties.

And you accept that:

We reserve the right to decline any application for a Profile. If your application isn't accepted, you won't be able to access the Trustie Platform or Services.
For the best experience, make sure you're running the latest version of our App and your device's operating system. This helps ensure everything works smoothly!

5.5. Keeping Safe and Secure 🔒

Your Trustie Profile contains important financial information, so keeping it secure is key. Here's how you can protect it:

Stay Secure - It's your responsibility to ensure your Profile stays safe and secure at all times.
Keep Your PIN Private - never share your PIN with anyone, write it down, or reveal it to others.
Act Fast if There's a Risk - If you think someone might have accessed your Profile or could access it, change your PIN immediately and freeze your profile through the App.
Report Any Concerns - if you suspect your Profile has been compromised, your PIN has been shared, or your Profile is being misused, email us right away at [email protected]. The sooner you let us know, the quicker we can help.
Check Your Transactions Regularly - keep an eye on your transactions. If something doesn't look right, contact us immediately so we can review it with you. We'll do our best to resolve any issues, including arranging refunds if it's a mistake, error, or fraud. However, if you delay reporting it for more than 12 months, we may not be able to assist. Refunds may not apply if you've breached our Terms, given incorrect instructions, or the loss wasn't due to our actions. Don't forget to also notify your bank as per their terms.
We'll Contact You if There's a Problem - if we suspect any fraud or security risks on your Trustie Profile, we'll reach out to you using the phone number you provided.

5.6. Managing Your Trustie Profile

Keep Your Profile Active - make sure to log into your Profile at least once every 6 months to keep it active. If you don't, we may need to suspend your profile as outlined in section 6 of these Terms.
Keep Your Details Accurate - it's up to you to keep your Profile information up to date. If you notice any errors during registration, you can easily fix them using the "Edit" function in your profile settings.
Account Access & Consent - to provide our Services, we'll need your consent to access your accounts. You can remove accounts from your Profile whenever you want, but keep in mind this might limit the Services we can offer.
Customise Your Notifications - head to your Profile settings to manage what information you'd like to receive from us. You can subscribe or unsubscribe from marketing emails and adjust your notifications. However, we'll still send you important emails about your Trustie Profile, Trustie Platform and the Services we provide.
Choose a TrustieID That Works - your TrustieID should follow our guidelines---avoid anything offensive or representing trademarks or brand names. If your ID doesn't meet our standards, we may change it or suspend your account if necessary. We'll always let you know about any changes.

6. Closing, Suspending, Restricting, or Blocking Your Trustie Profile ❌

6.1. Closing Your Trustie Profile

You can close your Trustie Profile anytime by doing the following:

Let us know you want to close it. You can contact us directly or use the options in the App to initiate the process;
Ensure any payments you owe to Trustie are fully settled; and
Use any non-refundable advance payments you've made to merchants before closing your Profile.

6.2. Rewards Expiration

Keep in mind that any rewards on your Profile will expire once it's closed.

6.3. Closure by Trustie

We may close your Profile for any reason, giving you at least 8 weeks' notice. After that, your Profile will be terminated, and you'll no longer have access to our Services.

6.4. Immediate Suspension or Closure

We reserve the right to suspend or close your Trustie Profile without notice if we suspect:

Fraudulent activity, including providing false information.
Criminal activity.
Abusive behaviour towards anyone at Trustie.
Breaches of any applicable laws
Any other reason as detailed in our Terms or Policies.

6.5. Other Reasons for Suspension or Closure

Your Trustie Profile may also be suspended, restricted, or closed without notice if:

We're required to do so by law.
We determine that having your Profile active could negatively impact our business.
Your Profile is being used for commercial purposes or shows excessive usage.
You materially breach our Terms or Policies, don't accept updated Terms or Policies.
You don't comply with Profile limits.
You seriously infringe on trademarks, brand names, or intellectual property not owned by you (and any cashback may be forfeited in such cases).
You have unpaid amounts owed to us.
We discontinue any part or all of our Services.
Your Profile is subject to unauthorised or fraudulent use, or poses a security risk.
Your Profile isn't up to date (e.g., missing documents, inactive contact details, or emails marked as spam).
Activities on your Profile breach community standards or are deemed unacceptable.

6.6. Notification

If your Profile is suspended, restricted, or blocked, we'll notify you with the reasons---either beforehand or as soon as possible afterward, depending on the situation and applicable laws. Suspensions will be lifted once the issue is resolved to our satisfaction.

6.7. Inactive Profiles

Profiles that are inactive for 6 months (or not activated within 12 months) may be suspended or closed. Funds in inactive profiles will be held for up to 6 years, after which they'll be removed. A Profile is considered dormant if you don't log in for 6 months or more.

6.8. Transaction Issues

If there's an issue with a transaction on your Profile, we may block the transaction at our discretion.

7. Open Banking Permissions 🔐

Accessing Open Banking services

Through the Trustie Platform, you can connect with third-party providers, including Account Information Services (AIS) and Payment Initiation Services (PIS). These services, collectively known as Third Party Providers (TPP), let you:

View financial information from your online bank or other payment accounts.
Make payments directly from your third-party payment account when available.

Authorising Access

To use these features, you'll need to authorise Trustie to access your account with another provider. Once authorised, we'll retrieve and analyse this information to provide you with helpful insights. Don't worry---you can withdraw your consent anytime through the Trustie App.

Using TPP Services

If you choose to use a TPP, you'll need to agree to their terms and conditions during their sign-up process. You'll also need to provide your details to create an account and access your data or initiate payments. Please note:

Trustie isn't responsible for the products or services provided by a TPP.
We're not liable for any harm, damage, or loss that may arise from using their services.

Payment Accounts

To give you access to your payment accounts in the UK with account information services (AIS), Trustie Technology Limited works with Salt Edge Limited, acting as their registered agent with the Financial Conduct Authority (Firm Reference Number: 1018200). Salt Edge Limited is registered by the Financial Conduct Authority (Firm Reference Number: 822499) under the Payment Services Regulations 2017 and provides you with regulated AIS under their own terms and conditions. By accessing and using AIS you agree to Salt Edge's Terms of Delegated Account Information Services and Delegated Account Information Services: Privacy and Cookies Notice

Your Third-Party Account Terms Still Apply

The terms and conditions of your third-party payment account won't change when you use these services through Trustie. They remain in effect as usual.

Responsibility for Information

Trustie isn't accountable for the accuracy or content of information provided by third-party payment account providers or AIS/PIS providers. If you have concerns about this data, we recommend contacting the provider directly.

8. Pay by Bank 📝

Pay by Bank makes it easy to send and receive payments directly from your bank account while keeping your bank details private. Whether it's person-to-person transfers or payments to third-party merchants, you can handle it all securely through the Trustie Platform using Open Banking.

No Fees for Transfers

Sending and receiving person-to-person payments through Trustie is completely free. However, you're responsible for any charges or taxes that third parties (like your bank) may impose.

Connecting Your Bank Account

When you set up Pay by Bank, the Trustie App will request permission to connect to your bank account. This allows us to securely access your account information whenever you make a payment.

Creating a Payment Request

To use Pay by Bank, you can create a Payment Request in the Trustie Platform.

Here's how it works:

Enter the amount and a reference for the payment.
Share the request with your contact via the app, a link, SMS, QR code, or in person.
Your contact will go through a secure validation process, which redirects them to their bank for verification.
Once approved, the payment is made.

Receiving a Payment Request Receipt to send payments to others

When you receive a Payment Request Receipt, you can send payments by:

Completing Trustie's validation process.
Following your bank's verification process.

Once you've consented to a Payment Request Receipt, you won't be able to cancel it unless your bank authorises the cancellation.

Check Your Funds First

Before accepting a Payment Request Receipt, ensure your bank account has enough funds to cover the payment. Trustie isn't responsible for any charges or penalties your bank may impose if there are insufficient funds in your account.

Your Bank's Role

Trustie isn't responsible for how your bank processes your Payment Request or Payment Request Receipt. Payments are subject to your bank's terms and conditions. They'll either accept or decline the transaction based on their policies. Payments made after your bank's cut-off time will be processed the next Business Day.

Payments to Trustie Contacts

You may also be able to make direct payments to existing Trustie users listed in your contacts or to TrustieIDs that have previously accepted payments without a formal Payment Request or Payment Request Receipt.

Transaction History

You can find details of all your payment transactions conveniently in your Trustie Profile.

9. Trustie Analytics -- Saving & Spending Service 📊

With Trustie's Saving & Spending Service, you can:

Save towards financial goals.
Analyse your spending and income from connected bank accounts.
Set budgets and create spending categories (we call them "Spend Pockets").
Track your financial habits through Trustie Money Moods.

Connecting Your Accounts

To use this service, securely connect your relevant bank accounts and credit cards to your Trustie Profile via Open Banking.

How to Get Started

Follow the instructions in the Trustie App to set up your Profile and connect your accounts. Just click the link provided in your Profile tab, and you're good to go.

Consent for Account Access

We'll need your consent to review your account transactions on a read-only basis. From time to time, we may ask you to renew this consent. Without it, we can't provide this service or access the data from your accounts. We don't represent or warrant that we can retrieve your account data from any third party source.

Withdrawing Consent

You can withdraw or choose not to renew your consent for Trustie to access your accounts at any time. However, this may limit or prevent access to some of our Services, such as cashback or rewards.

Data Accuracy

Trustie relies on third-party sources for account information, but we're not responsible for the accuracy of the data we receive. If there's an issue with the information, you'll need to resolve it directly with your account provider.

Your Agreement

By using the Saving & Spending Service and providing your consent, you agree to:

Grant Trustie permission to use your account data (on a royalty-free licence basis) solely for providing the Trustie Platform, Services, or as outlined in our Privacy Policy.
Allow Trustie to use, display, distribute, modify, adapt and create new material using or incorporating such information as needed to provide insights and services to you.
Accept that we will retrieve information on your behalf as your representative from your account(s), and not on behalf of or in the name of any third party;
Understand that in some cases, we may need to disclose your information to third parties if required by law or court order.
Agree that aggregate, non-personal data from your use of Trustie may be used or shared, licensed, reproduced, sold, distributed and disclosed by Trustie by us in various forms.
Accept and represent you are the legal owner of your Account(s) data and expressly appoint Trustie as your agent and grant a limited power of attorney to access and retrieve this data on your behalf.
Acknowledge and accept that Trustie is not liable for ensuring the accuracy or completeness of the information in your accounts, which is your and your provider's responsibility.
By submitting any information and data that Trustie may use this information for the purposes as detailed in this clause, and no payment of fees are required.
Agree not to copy, reproduce, distribute or create derivate works from any content delivered to you by Trustie. You also agree not to reverse-engineer, or reverse compile any technology associated with Trustie, its website or other provisioned technology.

What the Service Offers (and Doesn't)

Financial Insights - Trustie provides tools and insights to help you manage your money.
No Guarantees - we don't offer guarantees on investment results or advice, and you accept that any investment has an element of loss and you could experience financial loss, and are also subject to political, economic and other risks.
Not a Replacement for Professional Advice - consult a professional financial advisor for any major decisions or changes to your finances or prior to making any investment decisions.
It does not constitute investment, financial, legal, accounting, tax or other advice through the information it provides you with.

What Trustie Is Not Responsible For

When using the Saving & Spending Service, Trustie is not responsible for:

The accuracy of data from third-party sources.
Your ability to retrieve account data from those sources.
Any materials you download or obtain through the Trustie Platform and Services.
Any loss of data or damage to your device from the Trustie Platform and Services.

If you identify inaccuracies, you'll need to resolve them directly with the relevant provider.

Disclaimer

Trustie does not provide warranties beyond what's outlined in these terms, whether advice or information is given in writing or verbally.

10. Other Services 🎉

As part of the Trustie platform, you'll enjoy access to these additional services:

Ask Service - get answers from the Trustie AI. This feature leverages cutting-edge AI research, safety protocols, and strategic partnerships to bring you innovative and reliable solutions. For more information, refer to our Ask Service Policy.
Rewards Service - earn rewards for your payment transactions, prepaid card purchases, Trustie Prepays (gift cards), and balance data through Open Banking. This could include cashback payments. For more details, check out our Rewards Service and Gift Cards Policy.
User Content Service - share content like comments, photos, links, and more. Be sure to review our User Content Policy for the full guidelines.

11. Our Fees 💰

Free to Use - the Trustie App is free to download, and there are currently no fees for using our Services.

12. About the Trustie Platform 💻

Software Updates - we occasionally release updates to improve the Trustie Platform or Services. If there's a critical issue, you'll need to install the update and agree to any revised Terms and Conditions to keep using the Platform or Services.
What We're Responsible For - all our responsibilities for the Trustie Platform and Services are detailed in these Terms. We don't offer implied guarantees about reliability, accuracy, suitability, or availability.
Service Interruptions - sometimes, we might need to interrupt the Trustie Platform or Services we provide. When this happens, we'll work to restore them as quickly as possible.
No Guarantees Against Bugs - while we do our best to provide a smooth experience, we can't guarantee that the Platform or Services will always be free of viruses, bugs, or occasional faults.

Third-Party Links and Services

Independent Websites or Services - if you access third-party websites or services through the Trustie Platform, remember that these are outside our control. We're not responsible for their content, terms and conditions, or policies, so make sure to review them and decide if they're acceptable to you before proceeding.
Third-Party Checks - if we use third parties for customer checks or due diligence, we'll notify you and provide access to their terms and privacy policies. Please review these carefully to make sure they are acceptable to you before agreeing to proceed.
Intellectual Property - any intellectual property rights (eg. copyright, rights, trademarks, database and other intellectual property rights) related to third-party services or data sources used in the Trustie Platform or Services belong to the respective providers.
Third-Party Terms Apply - when using the Trustie Platform or Services alongside services like your bank or the App Store, their terms and conditions also apply. It's your responsibility to review and comply with those terms before using their services.

Protecting What's Ours - the Trustie Platform, Services, technology, software, and confidential information are protected by intellectual property rights, which we own. These rights are safeguarded by law, and by using Trustie, you acknowledge and agree that you won't gain any ownership or rights to our intellectual property at any time.
Ownership of Intellectual Property - we are the owner or the licensee of all intellectual property rights in the Trustie Platform and Services, as well as any material published on it. These works are protected by copyright laws and treaties worldwide. All such rights are reserved.
"Trustie" Trademark - "Trustie" is a registered trademark in the UK and EU and belongs to Trustie Technology Limited. You agree not to use it without our prior written consent.
Your Intellectual Property Rights - any trademarks, database rights, copyrights, or intellectual property in your data remain yours. However, to provide the Trustie Platform and our Services, you agree to let us use and modify your data as needed.
Your Right to Use Trustie - we grant you a personal, revocable, non-transferable, non-sublicensable, and non-exclusive licence to use the Trustie Platform and Services, as long as:
- Active Profile - you have an active Trustie Profile and comply with these Terms, Policies and any App Store provider's terms.
- Respecting Rights - you don't infringe on or violate our intellectual property rights or that of third parties. This includes not using any logos, branding, service marks, or trademarks that belong to merchants on our platform without their permission (unless permitted by law).
- Following the Law - you comply with all applicable laws related to our or any third parties intellectual property rights, including copyright and trademarks.
- No Misuse of Merchant Assets - you don't use any logos, branding, service marks, or trademarks belonging to merchants without their permission (unless permitted by law).
Ownership Stays with Us - all rights to the Trustie Platform and Services remain with us. Unless explicitly allowed by law or authorised by us, you agree not to:
- Use, distribute, reproduce, modify, copy, adapt, publish, translate, or create derivative works from our Trustie Platform or Services.
- Transfer, loan, rent, sell, publicly perform, or publicly display any part of the Trustie Platform or Services including our software.
- Reverse engineer, decompile, disassemble, or do anything to extract the source code of our platform or software.

14. Your Data 💡

Providing Your Information - to use the Trustie Platform and Services, you'll need to share some information with us. We may also collect additional Personal Data as you use our platform.
How We Handle Your Data - our Privacy Policy explains how we use your Personal Data (any information that can identify you), your rights regarding your data, and why we collect it. Be sure to check it out for all the details.
Keeping Your Data Accurate - you're responsible for ensuring that the information you provide is accurate and reliable. Keeping your details up to date helps us provide you with the best service.
Giving and Changing Consent - for certain types of data collection (like marketing communications), we'll need your consent. You can update or withdraw your consent anytime through the notifications tab in your Trustie Profile settings. It's quick and easy to manage what you want to hear from us.

15. Liability and Disclaimer ⚠️

⚠️ IMPORTANT: Please Read Carefully ⚠️

Please read this section carefully because it explains when Trustie is responsible for any losses you may face and when you are responsible for losses we might incur if these Terms or our Policies are not followed.

15.1. How We Provide the Trustie Platform and Services

"As Is" Basis and "As Available" - the Trustie Platform and Services and all related information are provided on an "as is" and "as available" basis. You use them at your own risk.
No Guarantees - we don't make any guarantees and expressly disclaim all warranties that the Trustie Platform, Services, products, any information or anything else you receive will meet your needs, expectations, or intended use.
No Perfection Promises - we can't guarantee the Platform and Services will always be error-free, fully secure, timely, available, reliable, or free from viruses or bugs or that errors will be corrected as we rely upon your internet service and the use of your own device to access the Trustie Platform or Services.
Service Interruptions - to improve the Platform, we may need to perform routine maintenance, updates, upgrades or support work, which might disrupt your use temporarily. We'll try to use reasonable endeavours to notify you and we will try and keep any disruptions to a minimum.
Investigations - we may suspend access to investigate any suspected unauthorised use.

15.2. When We're Not Liable

We're not responsible for losses except in cases of death or personal injury caused by negligence, fraud, or fraudulent misrepresentation or any other liability that cannot be excluded or limited by the applicable law.
We're not responsible or accept any liability for any losses or damages (whether direct or indirect) related to the use of the Trustie Platform or Services, including:
- Loss of profit.

- Loss of anticipated savings.

- Loss or damage to goodwill.

- Loss of use or corruption of software, data, or information.

- Any indirect or consequential losses.

- Costs you incur to replace goods or services we provide.

- Actions or omissions by third parties, such as your bank or other providers.

- Any statements or conduct by third parties on or via the Trustie Platform.

- Any other loss or damage suffered by you in connection to your use of the Trustie Platform or Services.

15.3. Circumstances Beyond Our Control

Neither of us will be liable for any breach of the Terms, Policies or liable for anything which is as a result of a failure or delay of our obligations if this delay or failure is due to any circumstances, events or anything which is beyond your or our respective reasonable control. We are also not liable to each other for any loss or damage that does not result from the direct consequence of any act or omission; or any loss or damage which is not foreseeable.

15.4. When We Are Liable

We're responsible for:

any foreseeable loss and damage that we cause
any foreseeable loss and damage that is a result of us breaching these Terms or Policies; or
any foreseeable loss and damage which is a result of us not using reasonable skill and care.

"Foreseeable" means that we are both aware that such a loss will occur at the time.

15.5. What We're Not Responsible For

We're not liable to you for any unforeseeable loss or damage, any loss or damage that is not as a result of the direct consequence of your or our act or omission.

15.6. Personal Use Only

The Trustie Platform and Services are for personal use. We're not responsible for any business or commercial losses that you incur, including, but not limited to:

Loss of profits
Loss of business
Business interruptions
Lost opportunities
Special, indirect or consequential loss

howsoever arising and whether or not such loss was foreseeable.

15.7. Third-Party Content and Services

We're not liable or responsible for:

any content or advertising from third parties on the Trustie Platform, website or any of our services provided such content is lawful and accurate.
Purchases you make using the Trustie Platform or Services.
Linked websites or services and their content, availability or accuracy.

15.8. Prepaid Cards

As we only facilitate access to prepaid cards from providers, we are not liable for any prepaid cards you purchase. Your contract is with the provider directly. Any issues, such as redemption, returns, refunds, or replacements, are between you and the card provider directly.

15.9. Prepaid Card Limitations

We're not liable if:

You don't use a prepaid card before it expires.
You no longer want or intend to use it.
The retailer ceases trading or
You're unhappy with the product or service from the retailer.

15.10. Your Responsibilities

If you breach these Terms or our Policies, you are personally responsible for any resulting losses we face. You're also responsible for all losses incurred of unauthorised payments if:

You acted fraudulently; or
You failed to protect your login details intentionally or through negligence.

Once you notify us of a breach or security issue (e.g., unauthorised payments), you're no longer liable for losses incurred afterward unless fraud is involved.

15.11. Errors on Your Profile

If we make a mistake on your Trustie Profile, let us know within 6 months, and we'll correct it. This includes refunds for errors caused by us.

15.12. Consumer Rights

Nothing in these Terms or our Policies affects your legal rights as a consumer.

16. Making a Complaint 🙍

How to Get in Touch - if you have a complaint about any part of our service, please let us know as soon as possible. You can reach us by email at: [email protected].
Our Response Time - we will let you know we have received your complaint within 24 hours of receiving it and we'll do our best to respond to your complaint within five (5) Business Days of receiving it, if it is more complicated within fifteen (15) Business Days.
Not Satisfied with Our Initial Response? If you're unhappy with the outcome of your complaint, you can ask for it to be escalated to a Customer Services Manager. They'll review your complaint and get back to you within ten (10) Business Days of receiving it.
Providing Information - to help us resolve your complaint quickly, please provide any requested information promptly. Delays in sharing information may extend the time it takes for us to resolve your complaint.
Still Not Happy? If you're still not satisfied after our internal review process, you can contact the Financial Ombudsman Service:
- Email: [email protected]
- Website: www.financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

17. Termination Rights 🔚

Deleting Your Trustie Profile - you can delete your Trustie Profile anytime directly within the Trustie App. It's quick and easy to do.
You Don't Agree with Changes - if you don't agree with any updates or changes to our Terms, you can choose to terminate your contract with us by deleting your Trustie Profile.
Termination by Us with Notice - we may decide to terminate the contract between us for any reason. If this happens, we'll provide you with at least 8 weeks' notice.
Immediate Termination by Us - in certain circumstances, we may terminate your contract immediately.

This could happen if we reasonably believe you have:

- Engaged in unacceptable conduct or breached our community guidelines.

- You have committed fraudulent activity or any other activity we find to be unfair or abusive.

- You are not eligible for a Profile or become ineligible for a Trustie Profile.

- Materially or persistently breach these Terms or our Policies.

- Misused the Trustie Platform or Services (e.g., uploading harmful code, viruses, or anything that could disrupt, disable, overburden or damage the platform)

- Access the Trustie Platform or Services in a way not intended, like bypassing our official interface

Remember, using the Trustie Platform responsibly and in line with our guidelines ensures a safe and enjoyable experience for everyone.

18. General

Terms as Your Agreement - these Terms, along with our Policies make up the full agreement between you and Trustie regarding the use of the Trustie Platform and Services.
Keeping You Updated - we'll notify you of any changes to these Terms via email (sent to the email address in your profile). You can always find the most up-to-date Terms on the Trustie Platform.
If You Don't Agree with Changes - if you're unhappy with updated Terms, you can terminate your Profile in the Trustie App. If we don't hear from you within one month of the notice period (or sooner if specified), and you continue using the Trustie Platform and/or Service, we'll assume you accept the updated Terms.
No Third-Party Rights - these Terms and Policies only apply to you and us. No third parties are entitled to benefit from or enforce these Terms and Policies.
Transferring Rights - we can transfer our rights and/or obligations under these Terms and/or Policies to another party, as long such transfer doesn't reduce your guarantees under these Terms and/or Policies.
Changes in Ownership - these Terms and/or Policies are binding on our successors and assigns. If there's a change, we'll give you at least 8 weeks' notice.
Your Right to Transfer - with our prior written consent, you can transfer your rights and obligations under these Terms and/or Policies.
Waivers Don't Last Forever - if we waive our right to act on a breach of these Terms and/or Policies, that doesn't mean we waive the right to enforce them in the future if the same issue occurs.
If Part of These Terms Isn't Valid - if any part of these Terms and/or Policies is found to be invalid or unenforceable, it will be replaced with wording that, as closely as possible, achieves the same purpose as the original purpose and the rest of the Terms and/or Policies will remain binding in force.
Third-Party Charges - you're responsible for any additional charges related to using the Trustie Platform, such as mobile phone or bank fees. Trustie isn't liable for any additional third party charges you incur for using the Service and Trustie Platform.
How Terms Apply - terms defined in the singular also apply in the plural, and vice versa.
Mobile Network Charges - using the Trustie App may require data access or text messaging. You're responsible for any charges your mobile network provider may apply.
Force Majeure - Sometimes, things happen that are beyond our control. If something unexpected delays our ability to fulfil this agreement, we can't be held responsible. This includes (but isn't limited to) natural disasters, government actions, strikes, war, terrorism, pandemics, major service outages, or enforcement by authorities. Basically, if it's out of our hands and we couldn't have reasonably avoided it, we're not liable for any delays in performance caused.

19. Definitions 📚

Ask Service: The Trustie AI family you can interact with to get guidance on your financial journey.
Business Day: Any day other than a Saturday, Sunday, or public holiday in England when banks in London are open for business.
Notifications: means "push notifications" or other notifications you receive from the Trustie Platform
Open Banking: A system where banks and financial institutions allow third parties to access, use, and share financial data securely through application programming interfaces (API).
Pay By Bank: A way to send and receive payments directly from your bank account through the Trustie App, without sharing your bank details, using Open Banking.
Payment Request: A payment request you can create by Pay By Bank to receive payments
Payment Request Receipt: A payment request receipt you can create by Pay By Bank to send payments
Personal Data: Any information that can be used to personally identify you, including information you give to us when you register (e.g. mobile number) and any information that we collect as you use the Trustie Platform and Services. Data that doesn't include personal information is considered anonymous.
Policies: Acceptable Use Policy, Ask Service Policy, Cookie Policy, FAQs, Privacy Policy, Referral Promotion Policy, Rewards and Gift Cards Policy, User Content Policy and any other policy we include in the Terms
Rewards Service: A feature that lets you earn rewards, including cashback, through payment transactions, prepaid card purchases, and balance data via Open Banking.
Services: All services we offer on the Trustie Platform including the Ask Service, Rewards Service, Gift Cards Service, Saving & Spending Service and any other services we provide.
Saving & Spending Service: Tools to help you save for financial goals, analyse spending and income, set budgets, create spend pockets, and track your financial health with Trustie Money Moods.
Terms: These terms and conditions outlined in this agreement.
Trustie Prepays: Prepaid gift cards available for purchase on the Trustie Platform.
Trustie: Trustie Technology Limited a UK-based company (registration number NI653889) and our registered office is Trustie Technologies, Omagh Business Complex, Gortrush Entreprise Centre, Omagh Business Complex, Great Northern Road, Omagh BT 78 5LU Northern Ireland
Trustie App or App: The Trustie mobile application
TrustieID: Your unique ID on your Trustie Profile
Trustie Platform: The Trustie App and the Website used to access the Services.
Trustie Profile or Profile: The profile a Trustie User sets up via the Trustie Platform to access the Service
Trustie User: A registered user of the Trustie Platform
User Content: Any content you post on the Trustie Platform, such as comments, photos, links, videos or any other material you post.
Website: The Trustie website at www.trustie.co.uk