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Your Visa Dragon card will be issued by Contis Financial Services Ltd who is authorised by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900025) and is a member of Visa. Please note that the Dragon card is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. We ensure that any funds received by you are held in a segregated account so that in the unlikely event that Contis Financial Services Ltd becomes insolvent your funds will be protected against claims made by creditors.

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Security & Privacy

Trilogy - Privacy Policy Trilogy Ltd, alongside with our partners Contis Financial Serfices Limited (“we”, “us” or “our”,) are committed to protecting and respecting your privacy. This policy together with our Cookie Policy, our Terms and Conditions and any other documents referred to in them, sets out the basis on which any personal data we collect from you, or that we collect about you, on www.Trilogy-money.com (our “Website”), http://dragonaccount.trilogy-money.com, on our Dragon Account App (our “App”) or when you communicate with us by email, telephone or post will be processed by us. We will be the data controller of your personal data which you provide to us or which is collected by us about you. This means that we are responsible for deciding how we hold and use personal data about you and that we are required to notify you of the information contained in this policy. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. If you have any queries, you can contact us using the details provided at the end of this policy in the “Contact Us” section. Ensuring the lawful use of your personal data We will only use your personal data where we have a lawful basis to do so. We will usually only use your data: 1. where it is necessary for us to enter into and/or perform a contract with you (for example, to create your account and provide our services to you). 2. in a way which might reasonably be expected as part of running our business and which does not materially impact your interests, rights or freedoms. For example, we might collect technical information about you when you visit our Website or App to improve your experience on our Website or App. Please contact us using the details below if you would like further information about this. 3. to comply with our legal obligations. For example to pass on details of people who are involved in fraud and to carry out anti-money laundering checks. 4. In some cases, where you have consented to us using your data, for example, where you subscribe to our email newsletter. Further details of how we will use your personal data are provided below. What information we collect from you and how we use it When you apply to create an account When you apply to create an account, we will need to collect the following details about you: · Name · Residential addresses (current and previous) · Business name · Business address · Date of birth · Gender · Email address · Telephone numbers · ID document numbers such as passport, driving licence or ID card. · Image or photo of you We will use this information for the purposes of processing your application and, if your application is successful, creating and managing your account and providing any products or services you request to you. If you have consented, we will also send our newsletter to you by email. You will not be able to apply to create an account or order products or services from us without providing this information. Fraud and money laundering checks In order to process your application and before we fulfil your order and provide services, goods or financing to you, we will use the information you provided to create your account to undertake checks for the purposes of preventing fraud and money laundering, and to verify your identity. This may involve sharing your personal data with fraud prevention agencies. We will continue to carry out these checks on a regular basis while you are a customer of ours. When we and fraud prevention agencies process your personal data, we do so on the basis that we have a legitimate interest in preventing fraud and money laundering, and to verify identity, in order to protect our business and to comply with laws that apply to us. Such processing is also a contractual requirement of the services or financing you have requested. We, and fraud prevention agencies, may also enable law enforcement agencies to access and use your personal data to detect, investigate and prevent crime. Fraud prevention agencies can hold your personal data for different periods of time, and if you are considered to pose a fraud or money laundering risk, your data can be held for up to six years. Automated decisions As part of the processing of your personal data, decisions may be made by automated means. This means we may automatically decide that you pose a fraud or money laundering risk if: · our processing reveals your behaviour to be consistent with that of known fraudsters or money launderers; or is inconsistent with your previous submissions; or · you appear to have deliberately hidden your true identity. You have rights in relation to automated decision making: if you want to know more please contact us using the details below. Consequences of processing If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services and financing you have requested or we may stop providing existing services to you. A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing or employment to you. If you have any questions about this, please contact us on the details below. Other than the automated processing set out above, we shall not carry out solely automated decision-making using your personal data. When you contact us When you contact us, we will need to collect personal data about you to verify your identity before we disclose any information to you for data security purposes. We will be unable to deal with your query unless you provide the information we request. We may also collect any other personal data you choose to provide to us when communicating with us. We will only use that personal data for the purposes of dealing with your enquiry. Other uses of our Website or App We will also collect any other personal data that you provide to us when you use our Website, such as when you participate in discussion boards, social media functions or competitions. Each time you visit our Website or App, we may automatically collect the following information: · Technical information: including the Internet protocol (IP) address used to connect your computer to the internet, your login information, browser type and version, operating system and platform; and · Information about your visit, including the URL clickstream to, through and from our site (including date and time); pages, resources and/or products you viewed or searched for; page response times, errors, length of visits to certain pages, page interaction, and methods used to browse away from the page. When we communicate with you by email, we may automatically collect the following information: · Information about your interaction with our emails, including whether you have opened the email, the number of times the email is accessed, and your interaction with email content including the links you have clicked. We will use the above information in order: • to administer our Website/App and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes to comply with our legal obligations; • to improve our Website/App to ensure that content is presented in the most effective manner for you and for your computer / device; • as part of our efforts to keep our Website/App safe and secure to comply with our legal obligations; • to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you; and • to make suggestions and recommendations to you and other users of our Website/App about goods or services that may interest you or them. The information we receive from other sources We are also working closely with third parties (including, for example identity verification agencies, marketing agencies and fraud prevention agencies) and we may receive information about you from them for the purposes of identity verification, marketing and fraud prevention. Change of purpose We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal data for an unrelated purpose, we will usually notify you and we will explain the legal basis which allows us to do so. Disclosures of your information We will disclose your information to: Fraud prevention agencies, identity verification services and other organisations for the purposes of preventing fraud and money laundering. For example, we share your personal data with CIFAS when we carry out our fraud prevention and anti-money laundering checks and if we suspect that you have committed fraudulent activity; Our group companies, for the purposes of processing transactions and providing services relating to your account; Third party service providers and agents, such as • IT companies eg CHESS and Cedita who provide local IT support for our UK offices; • telephony companies eg PRS Telecom who provide our telephone systems; • payment schemes eg Visa who are our card payment provider; • card manufacturers eg TAG who are one of our approved card manufacturers; • auditors eg ECSC who audit our compliance to PCIDSS standards in order to allow us to manage our business and to provide the products and services to you. Other third parties, with your consent, who may contact you by email to provide you with information about their products and services which may be of interest to you. For example, People Value who provide our rewards programme on your account; In the event that we sell or buy any business or assets, to the prospective seller or buyer of such business or assets; · If Trilogy Ltd or substantially all of its assets are acquired by a third party, to the acquiring third party; or · A third party if we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms and Conditions and other agreements; or to protect the rights, property, or safety of Trilogy Limited, our customers or others. Protecting your information Your data is secured by encryption, firewalls and Secure Socket Layer (SSL) technology. This is industry standard encryption technology which manages the security of messages transmitted across the internet. When we receive your data, we store it on secure servers which can only be accessed by us. We store your passwords using one way encryption which means we do not know what your password is. Storing your data within and outside the EEA Our third party data host provider uses servers located in the US to store personal data. As a result, when you use our Website or App, your personal data will be transferred to the US which is located outside of the European Economic Area and so is not governed by European data protection laws. However, we have entered into the standard contractual clauses (Model Clauses) adopted by the European Commission with OrcsWeb Inc, in order to safeguard personal data when it is accessed from outside of the European Economic Area[1]. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this policy when it is transferred, stored or processed in this way. Whenever fraud prevention agencies transfer your personal data outside of the European Economic Area, they impose the standard contractual clauses (Model Clauses) adopted by the European Commission on the recipients of that data in order to safeguard personal data when it is accessed from outside of the European Economic Area. They may also require the recipient to subscribe to ‘international frameworks’ intended to enable secure data sharing. More information about the Model Clauses is available here http://eur-lex.europa.eu/legal-content/en/TXT/?uri=CELEX:32010D0087. Social media If you connect or integrate any social media services with services we provide, you may receive social notifications either from us or from third party companies providing social media services on our behalf. You can manage these social notifications through changing your privacy settings on the relevant social media site or discontinuing any interaction. If you register and provide information to a forum or blog on our Website or App, the information you provide will be published and will be publicly available on our Website or App. It may also be used to address any concerns or complaints about our services directly with you if you are an account holder. Future changes Any changes we make to our policy will be put on our Website and App, where appropriate, notified to you by e-mail. Please check for updates from time to time. Retention of your Data We will retain your personal data for as long as you continue to use our services. Thereafter, we may retain your information for an additional period as is permitted or required under applicable laws. For example: · If you hold an account with us, your personal data will be retained for five years after the closure of your account to comply with our obligations under anti-money laundering regulations; · If you make a complaint, your personal data relating to that complaint will be retained for five years from the resolution of that complaint to defend against legal claims; and · If you make any transactions on your account, your personal data relating to that transaction will be retained for seven years from the date of the transaction to comply with taxation and accountancy legislation. Your rights Data protection laws provide you with the following rights to: • request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it; • request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected; • request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have exercised your right to object to processing (see below); • request the restriction of processing of your personal data. This enables you to ask us to suspend the processing of personal data about you, for example if you want us to establish its accuracy or the reason for processing it; and • request a copy of your personal data which you have provided to us, in a structured, commonly used and machine-readable format and the right to transfer it, or to require us to transfer it directly, to another controller. You also have the right to object to the processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal data for direct marketing purposes. You will not have to pay a fee to access your personal data (or to exercise any of the other rights above). However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances. We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal data is not disclosed to any person who has no right to receive it. Where we rely on your consent to process your personal data, for example if we need your consent to send you any direct marketing, you have the right to withdraw your consent for that specific processing at any time. To withdraw your consent, please contact us using any of the details set out below in the “Contacting Us” section. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for doing so in law. If you are unhappy about how your personal data has been used please refer to our complaints procedures, details of which can be found in your account Terms and Conditions. You also have a right to complain to the supervisory authority, which in the United Kingdom is the Information Commissioner's Office https://ico.org.uk/, which regulates the processing of personal data. Contacting us If you have any questions about this policy, you can contact us by using the ‘Contact us’ facility on our Website or in the following ways: By post at: Trilogy Ltd, First Floor, Unit 1.02, World Trade Centre, Bayside Road, Gibraltar GX11 1AA By email at: info@trilogy-money.com By telephone at: +350 2000 8061

Terms & conditions

Dragon Account Terms & Conditions

These Terms & Conditions apply to your Dragon account and Visa Debit card. Please read them carefully. You can download a copy of these Terms & Conditions at any time from within your online account portal. Log in via our website http://dragonaccount.trilogy-money.com.

The Dragon account and Visa Debit card are e-money services provided by Contis Financial Services Ltd.

In these Terms & Conditions:

“Distributor” means a third party who may distribute the account and card to you on our behalf.

“You” means the named account holder being the authorised user of the Dragon account and Visa Debit card.

“We”, “us” or “our” means Contis Financial Services Ltd or the Distributor acting on our behalf.

If you have any questions you can contact Customer Services by:

  • Telephone: 03300416971 (standard geographic rates apply);
  • Email: support@trilogy-money.com;
  • Online: Log in to your Dragon account at http://dragonaccount.trilogy-money.com and click on Contact Us to send us a secure message;
  • Mobile App: click on Contact Us in your Dragon account mobile app and send us a message;
  • Post: 1st Floor, Navigation House, Belmont Wharf, Skipton, North Yorkshire, BD23 1RL.

Your Dragon account and Visa Debit card is issued by Contis Financial Services Limited, Navigation House, Belmont Wharf, Skipton, North Yorkshire, BD23 1RL, who is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (registered number 900025) as an e-money issuer. Your Dragon account and card may be distributed by a third party on our behalf.

  1. What is a Dragon account and card?

A Dragon account is an electronic money account from which you can make and receive payments. You can use your account to make transfers to other accounts, set up standing orders and make Direct Debit payments.

A Dragon account card is a Visa Debit card that can be used worldwide wherever Visa is accepted. It can be used online, in shops, over the phone or to withdraw cash from an ATM.

You can only spend money that you have paid into your account, so before making transfers or using your card you need to make sure there are enough funds in the Dragon account. Monies in the Dragon account are not bank deposits and do not earn interest.

 

  1. Who can apply for a Dragon account and card?

You must be at least 18 years old and a UK resident to be issued with a Dragon account and card. You must provide an email address and mobile phone number to open an account so that we can communicate with you.

  1. How can I apply for the Dragon account?

You can apply on our website (http://dragonaccount.trilogy-money.com).

Before we can open an account for you and issue you a card, we will require evidence of your identity and we may require evidence of your residential address. You may need to provide us with documents such as passport, driving licence, national identity documents, utility bills, bank statements or other documents to confirm your identity. We will also need to carry out checks on you electronically.

  1. How do I get started?

As soon as you receive your card you must sign the signature strip on the back.

You will then need to activate your card. You can do this:

  • by logging into your Dragon account; or
  • by calling our Customer Services team on 03300416971 and choosing the activation option.

You also need to obtain your PIN to authorise chip-and-pin transactions and ATM withdrawals. You can get your PIN by calling Customer Services when you activate your card or through your online account.

By activating your card you are agreeing to these Terms & Conditions. Your card must be activated within 3 months of it being issued or it may be automatically cancelled and your account may be closed.

If you have ordered a card for someone else, it is your responsibility to give them the information required to activate the card and retrieve the PIN. If they start using the card we will take this as confirmation that you have communicated these Terms & Conditions to them and that they have accepted them.

  1. What if I want to change my Personal Identification Number (PIN)?

If you want to change your PIN, you can do so at any ATM with the Visa logo in the UK or at any ATM with PIN management functionality, locate ATMs with the “PIN change” attribute at https://www.visa.com/atmlocator/#(page:home).  You can get a reminder of your PIN through your online account at http://dragonaccount.trilogy-money.com, by mobile app or by calling Customer Services.

  1. How do I add funds to the Dragon account?

You may pay into your account by transfer from a bank account or by cash at selected retail outlets and any other method notified in your online account portal from time to time. The time taken to credit funds to your account will depend on the method of deposit used. You cannot pay into your account by a balance transfer from a credit card. You may only pay in funds up to your maximum account balance.

A fee may apply for each payment into your account through a PayPoint retailer, please refer to the Fees and Limits table (section 32). Certain minimum and maximum limits and usage requirements apply to your account and card; such limits and requirements are detailed in the Fees and Limits table (section 32). We reserve the right to refuse to accept any particular payment if we suspect any fraudulent activity or in the event of other exceptional circumstances.

As soon as we receive the funds that you have paid in, they will be on your account and ready to use. There may be occasions when we delay the funds reaching your account for up to three working days, this may happen when we need to confirm the transaction with the sending bank.

Where an overpayment has been made to your account in error, we reserve the right to debit the account with the excess amount to correct the payment transaction.

You may transfer funds to your envelopes within your account, details are available at the website http://dragonaccount.trilogy-money.com.  You are responsible for ensuring there are enough funds in your available balance for us to authorise your transactions or enough funds in your envelope to pay any future standing orders or Direct Debits you have set up.

You can request to receive an SMS notification when funds are paid into your account, a fee applies, please refer to the Fees and Limits table (section 32).

  1. What transactions can I make?

You can make the following transactions from your Dragon account:

  • Faster Payment to a UK bank account you can send a faster payment to another person or business using their sort code and account number, you can check if a sort code accepts faster payments at http://www.fasterpayments.org.uk/consumers/sort-code-checker. You should make sure that the sort code and account number are correct before you submit the transaction. Faster payments can be sent on the day you authorise the transaction, for a date in the future that you specify or as a regular payment at the dates and frequency you choose. Same day faster payments will ordinarily be available at the receiving account within two hours of being submitted;
  • Transfer to another Dragon account holder you may search for an account holder using their mobile phone number, email address or username and then specify the amount of the transfer.
  • Direct Debits an instruction you set up with the organisation you are paying. It authorises the organisation to collect varying amounts from your account – but only if you’ve been given advanced notice of the amounts and dates of collection. Once you have agreed those, the money is deducted automatically.
  • An account transaction is authorised by you when you access your online account using your personal security details and submit a transaction request or where you have set up a Direct Debit instruction. You must ensure that you input the correct bank account details for any payment you request from your account.
  • A transaction is authorised by you when you access your Dragon account using your personal security details and submit a faster payment or transfer request.
  • You can use your Dragon card to authorise the following transactions to merchants that accept Visa Debit card payments:
  • Chip and PIN card payments by inserting your Dragon card in the terminal and inputting your PIN;
  • Magnetic Stripe card payments to any merchant that cannot accept Chip and PIN cards by signing the sales voucher;
  • Contactless card payments by waving the Dragon over the contactless card reader;
  • Internet card payments to online merchants by providing the Dragon card details and any other security details such as your secure code credentials as requested by the online merchant;
  • Mail order or telephone order card payments to merchants by providing the Dragon card details as requested by the merchant;
  • ATM cash withdrawals at ATMs displaying the Visa logo by inserting your Dragon card at the ATM, inputting your PIN and following the instructions at the ATM;
  • E-wallet payments by adding your card to the Samsung Pay, Google Pay or Apple Pay (when available) wallets in your mobile phone and waving your mobile phone over the contactless card reader or checking the e-wallet option online. You authorise the e-wallet transaction using your mobile phone security protocol which may include biometric information such as fingerprint or face ID on your mobile phone.

Like other payment cards, we cannot guarantee a third party or ATM will accept your card.

You may, in addition, be required to enter a one-time passcode or other security information including, if available and you opt for this type of identification, biometric information to authorise a transaction or make account amendments. One-time passcodes will be sent to the mobile phone number registered to your account.

As soon as a transaction is authorised we will deduct the value of your transaction from the available balance on your account. Fees may be deducted at the time of authorisation or when the transaction has been confirmed through the Visa system. A full breakdown of each transaction, including charges, will be available to view on your online account portal.

Once we have received authorisation for a transaction we will transfer funds to the retailer within 3 days, or to a bank or financial institution on the day we receive the authorisation or the day you requested the payment to be made for future dated transactions. A transaction will be received as follows:

  • for Dragon card transactions, at the time we receive the transaction instruction from the retailer or ATM operator;
  • for faster payment transactions or transfers to Dragon Account holders at the time you ask us to complete the transaction. Same day faster payments will ordinarily be available at the receiving account within two hours of being submitted.

Some merchants may offer you cash back on payments you make to them. How much cash back they offer and any terms and conditions applying to that cash back will be stated on the page for that merchant within the app. If the merchant has no page in the app then any cash back offered is not via Dragon Account and subject to any terms imposed by the merchant.

  1. Can I cancel a transaction?

Generally, authorisation for a transaction may not be withdrawn by you. However, you may be able to withdraw your authorisation where you have authorised a transaction which will take place on a future date. However, where a specific date is agreed, you may not revoke a payment order after the end of the business day preceding the agreed date.

You can cancel a Direct Debit or standing order mandate at any time by contacting us and you can manage cancellations online through your account or on the mobile app. If you want to make sure that no further payments are made under a Direct Debit you should cancel three working days before the day on which the next payment is due to be made. You must also contact the originator of the Direct Debit. You cannot normally cancel a single payment which is due to be made under a continuing Direct Debit unless you dispute the amount or date of a payment advised to you in an advance notice issued under the terms of a variable Direct Debit authority. In any other circumstances the whole Direct Debit authority must be cancelled.

To withdraw your authorisation of a Visa Debit card continuous payment authority, you must notify the retailer before the close of business on the business day before the day on which the transaction was due to take place and provide us with a copy of the notice if requested.

We may charge you an Administration Fee if a transaction is revoked by you under this paragraph (see the Fees and Limits table (section 32)).

  1. Can I pay for things in a foreign currency?

Your card is denominated in British Pounds Sterling. If you make a purchase or an ATM withdrawal in any other currency we will convert the sum into pounds sterling using the exchange rate set by Visa on the day they process the transaction, this may differ from the actual date of the transaction.

An international transaction fee will apply to each of these transactions (see the Fees and Limits table (section 32).

Any changes to the exchange rate used to convert foreign transactions will be made immediately. You can find the exchange rate for a transaction made in a currency other than pounds sterling on a given date at: https://www.visaeurope.com/making-payments/exchange-rates

  1. Is there anything I can’t buy with my Dragon Account card?

You may not use your card for illegal purposes. It also cannot be used for a limited number of specified transactions. Please see our website for details.

  1. How can I check my Dragon account?

You can check your account by accessing it securely through our mobile app or website http://dragonaccount.trilogy-money.com. Your statement will show:

  • information on the payee of each transaction and a reference enabling you to identify each payment transaction;
  • the amount of the transaction shown in the currency in which the transaction was paid or debited to the account;
  • the amount of charges for the transaction;
  • the exchange rate used in the payment transaction (where applicable); and
  • the date the transaction is authorised or posted on to the account.

This information is accessible at all times via your online account portal, is available free of charge, and can be stored and reproduced as necessary.

You may, in addition, be required to enter a one-time passcode or other security information including, if available and you opt for this type of identification, biometric information to access your account. One time passcodes will be sent to the mobile phone number registered to your account.

You can also choose to use our SMS service to set-up SMS notifications for when money is paid into your account and when you have made a purchase or ATM withdrawal. Additional SMS services will be set out on our website or via your online account portal when they become available. Standard mobile phone charges apply, and a fee is charged for each SMS message that we send. Please refer to the Fees and Limits table (section 32). You agree that you have permission from the bill payer to access our SMS services.

  1. How long will the Dragon Account card last?

Your card will be valid for 3 years. You will not be able to use your card after its expiry date. This agreement shall terminate when your card is cancelled or expires and is not replaced.

  1. Does the Dragon account and card have spending limits?

You can only spend the money that is paid into your account. Limits also apply to daily ATM withdrawals, and other limits may be applied to the amount of spend and the number of transactions you can perform. See the Fees and Limits table (section 32) and your online account portal for further details.

If, for any reason, the transaction is completed when there are insufficient funds in your account then you will have to reimburse the shortfall to us, unless it is due to an error by the retailer with whom you made the transaction.

We may collect this shortfall from any card you have with us or from any funds which you subsequently pay into your account. We may suspend your card until the negative balance is restored and charge you an Administration Fee (see the Fees and Limits table (section 32)) for transactions that you make using your card that results in a negative balance or increases the negative balance on your account.

  1. What if I have been overcharged or charged for transactions I didn’t make?

If you dispute a transaction that has been processed on your card you should contact the merchant first as this may lead to the quickest resolution. If the dispute cannot be resolved with the merchant or you dispute any other account transaction you should contact us without undue delay and in any event within 13 months on becoming aware of any unauthorised or incorrectly executed payment transaction.

Where you have informed us that an executed payment was not authorised by you in accordance with these Terms and Conditions , and you have taken all reasonable steps to keep safe personalised security information, keep your card secure, not disclosed your PIN or security information to anyone else and not acted fraudulently, we will:

  1. refund the amount of the unauthorised payment to you; and
  2. restore the debited payment account to the state it would have been in had the unauthorised payment not taken place.

Beyond this, we will have no further liability to you. Where payee details provided by you are incorrect, we are not liable for non-execution or defective execution of the payment transaction, but we will make reasonable efforts to recover the funds involved in the payment transaction and notify you of the outcome.

You may be entitled to claim a refund in relation to transactions where:

  • the transaction was not authorised under these Terms and Conditions;
  • we are responsible for a transaction which we fail to execute or incorrectly execute. In these circumstances, we will refund to you the amount of the non-executed or defective payment transaction and restore the debited payment account to the state in which it would have been had the defective payment transaction not taken place. We will also refund to you: (a) any direct charges for which you are responsible; and (b) any interest which you must pay, as a consequence of the non-execution or defective execution of the payment transaction; or
  • a pre-authorised transaction did not specify the exact amount at the time of its authorisation and the amount charged is more than could reasonably be expected, taking into account previous spending patterns on the card and the circumstances of the transaction. We will either refund the full amount of the payment transaction; or provide justification for refusing to refund the payment transaction. Any refund or justification for refusing a refund will be provided within 10 business days of receiving a request for a refund or, where applicable, within 10 business days of receiving any further information requested. A claim for a refund in these circumstances will not be accepted if the amount of the transaction was made available to you at least 4 weeks before the transaction date or if the claim is made more than 8 weeks after being charged to your account.

If you allow payments to be made from your account using the UK Direct Debit Scheme, the Direct Debit Guarantee (which you’ll be given on the Direct Debit form or Direct Debit confirmation) will apply instead of the terms contained above and in section 17.

  1. What about security?

You must keep your card and security credentials safe and not let anyone else know or use them. You must keep your security information secret at all times; never disclose your PIN or security information to anyone and do not store details of your PIN with your card. Security information includes your login and password details used to access your account or any other website where your card or account details are stored. We also recommend that you check the balance on your account regularly on the mobile app, through logging onto your account at the website http://dragonaccount.trilogy-money.com or by contacting Customer Services.

  1. What if my Dragon Account card is lost or stolen or my account details are compromised?

If you lose your card or it is stolen, or you suspect that someone else has found out your PIN or security information or accessed your account without your permission, you must tell us without undue delay by calling us or logging onto your account through the mobile app or website and notifying us. Your card will be cancelled immediately and your account may be blocked. We run a dedicated line for lost or stolen cards; the number is +44 (0) 333 202 3645 and calls are charged at the standard geographical rate. If, after reporting a lost card, you subsequently find the card you must not use it. Cut it in half through the signature box, magnetic strip and chip.

If you ask us to do so, and provided that you provide information and assistance that we request from you, we will investigate any disputed transaction or misuse of your card or account.

If the investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence (for example by failing to keep your card, security information or PIN secure or by failing to notify us without delay on becoming aware of the loss, theft, misappropriation or unauthorised use of the card or account), then we will not refund the transaction amount and you will be fully liable for all losses incurred because of the unauthorised use of the card or account.

If the investigations show that you have not acted fraudulently or with gross negligence, your maximum loss or liability to us for any unauthorised transaction will be limited to £35 and we will process a refund as soon as practicable, and in any event no later than the end of the business day following the day after we receive your notification.

  1. Will you ever block a transaction without me asking?

We may refuse to pay a transaction or honour a Direct Debit:

  • if we are concerned about security of your card or account or we suspect your card or account is being used in an unauthorised or fraudulent manner;
  • if sufficient funds are not paid into your account at the time of a transaction to cover the amount of the transaction and any applicable fees;
  • if there is negative balance on your account;
  • if we have reasonable grounds to believe that you are not using the card or account in accordance with these Terms & Conditions;
  • if we believe that a transaction is potentially suspicious or illegal (for example, if we believe that a transaction is being made fraudulently); or
  • because of errors, failures (whether mechanical or otherwise) or refusal to process a transaction by merchants, payment processors or payment schemes such as Visa, BACS or Faster Payments.

If we refuse a transaction, we will tell you why immediately, if we can, unless it would be unlawful for us to do so. You may correct any information we hold and which may have caused us to refuse a transaction by contacting Customer Services.

  1. Can I cancel my Dragon account and card?

You have a legal right to cancel your account and card up to 14 days from the date your account is opened without incurring any penalty and we will refund any card issue fees. We may charge you a Card Cancellation Fee if we have already incurred costs by ordering a card in your name. You can also cancel your card any time after the 14 day period subject to a Redemption Fee (the Fees and Limits table (section 32)) by contacting Customer Services. You should also cut your cancelled card in half through the signature box, magnetic strip and chip.

All fees and charges will be apportioned up until the time of the termination of the contract, and any fees and charges paid in advance will be reimbursed proportionally. You will not be entitled to a refund of money you have already spent on transactions authorised, or pending or any fees for use of the card or account before the card or account is cancelled or expires.

  1. Could my Dragon account be cancelled?

We may cancel your account and this agreement by giving you at least two months’ notice. Reasons for cancellation may include:

  • if this agreement or your card expires;
  • if you break an important part of this agreement, or repeatedly break the agreement and fail to resolve the matter in a timely manner;
  • if you act in a manner that is threatening or abusive to our staff, or any of our representatives; or
  • if you fail to pay fees or charges that you have incurred or fail to pay back any negative balance on your card.

We may also cancel your account immediately if we:

  • suspect unauthorised or fraudulent use of your card or account;
  • have any other security concerns; or
  • need to do so to comply with the law.

We may also deny access to your card and/ or account where we consider it to be at risk of money laundering or terrorism financing, fraud or other criminal activity. Should we need to take these actions and where possible, we will give reasons for doing so except where restricted by law.

In these circumstances, you must tell us what you want us to do with any unused funds. You must do this within 3 months of the date we tell you that your account is cancelled.

  1. Can I get money back once I have put it on?

You can clear the balance on your account through spending, ATM withdrawals, or transfers to other bank accounts in British Pounds Sterling. See the Fees & Limits table (section 32) for the fees that would apply.

Alternatively, you may request a refund of the funds on your account by contacting Customer Services and confirming that your card has been destroyed by cutting it up. We will transfer your funds back to you at no cost to you, unless:

  • you are requesting redemption before termination or expiry of this agreement;
  • you cancel this agreement before any agreed termination or expiry date; or
  • you request redemption more than one year after the date of termination or expiry of this agreement.

If one of these situations does apply then we will charge a Redemption Fee (see the Fees and Limits table (section 32)).

We will not redeem the value of the funds on your account to you if your request for redemption of the funds is more than six years after the date of termination or expiry of this agreement.

All funds will be returned to a bank account of your choice in British Pounds Sterling. We reserve the right to see proof of your ownership of the bank account before transferring funds to it. To enable us to comply with our legal obligations, we may ask you to provide us with certain information such as identification documents before we can process your refund request.

Please also refer to section 27 below for the circumstances in which we do not give you a refund.

  1. Is money on my Dragon account protected like my bank account?

The account and associated card are electronic money products and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover losses claimed in connection with the account and associated card. We will however ensure that any funds received by you are held in a segregated account so that should we become insolvent your funds will be protected against claims made by our creditors.

  1. What if I have a complaint?

If you are unhappy in any way with your card and account or the way it is managed, you can contact Customer Services so we can investigate the circumstances for you. Any complaints you have will be dealt with quickly and fairly.

We will make every possible effort to address all points of complaint by email. We will respond within 15 business days upon receiving the complaint. If a full response cannot be providing within these timeframes, we will send a holding reply with a full response to follow within 35 business days.

If we are unable to resolve your complaint to your satisfaction you may contact the Financial Ombudsman Service at Exchange Tower, London, E14 9SR. Telephone: +44 (0)800 023 4 567 from landlines, +44 (0)300 123 9 123 from mobile phones or +44 (0)20 7964 0500 for calls from outside the UK and e-mail: complaint.info@financial-ombudsman.org.uk.

  1. What if I change my details?

You must let us know as soon as possible if you change name, address, telephone number, mobile number or e-mail address. If we contact you in relation to your account we will use the most recent contact details you have provided to us. Any e-mail or SMS text message sent to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.

  1. What will happen to my personal information?

We are the controller of your personal data which we will use in order to open, administer and run your account and provide payment services to you. You hereby consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you or otherwise to fulfil this agreement. For further information about how we will process your personal data, please view our Privacy Policy at https://dragonaccount.trilogy-money.com/Security/DownloadPDF. You may withdraw your consent to the processing of this data by closing your account.

  1. Will these Terms & Conditions ever change?

We may change these Terms & Conditions by notifying you by e-mail or other agreed means at least two months before the change is due to happen. We will assume that you agree with the change. If you do not agree with the change you must tell us before the change happens and we will cancel your account immediately. If you cancel your account in this way then we will return any balance on the account to you and you will not be charged a Redemption Fee.

An up-to-date version of the account Terms & Conditions, as well as any notices of future changes will always be available via our website, http://dragonaccount.trilogy-money.com. You should check our website and your online account portal regularly for such notices and changes.

  1. When may use of the Dragon Account card and account be interrupted?

From time to time, your ability to use your card or account may be interrupted, e.g. when we carry out systems maintenance. If this happens, you may be unable (a) to use your card to pay for purchases or obtain cash from ATMs and/or (b) to obtain information about the funds available in your account and/or about your recent transactions.

In addition, like other payment cards, we cannot guarantee a merchant will accept your card, or that we will necessarily authorise any particular transaction. This may be because of a systems problem, something outside our reasonable control, to comply with legal and regulatory requirements, or because we have suspended, restricted or cancelled your account or refused to replace it in accordance with these Terms & Conditions.

  1. What is our responsibility?

If we incorrectly deduct funds from your account, we will refund them. If we subsequently establish that the refunded amount had in fact been correctly deducted, we may deduct it from your available balance and may charge you a fee. If you do not have sufficient available balance, you must repay us the amount immediately on demand.

If unauthorised transactions occur after you have notified us of the loss, theft, compromise or unauthorised use of your card or account, and you have not acted fraudulently or in breach of these Terms and Conditions, then we will be liable.

We will not be liable:

  • in any event that a merchant refuses to accept your card;
  • for any interruption, disruption or impairment of our service or any third party services on which we rely for the performance of our obligations hereunder;
  • for refusing to authorise a transaction;
  • for cancelling or suspending use of your card or account;
  • for any loss arising from your inability to use your card or access your account due to interruptions;
  • for any direct or indirect loss or damage you may suffer including loss of revenue, loss of reputation, goodwill, opportunity or anticipated savings as a result of your total or partial use or inability to use your card, mobile app, website or account or the use of your card or account by any third party (unless otherwise required by law);
  • for the quality, safety, legality or any other aspect of any goods or services purchased with your card; and
  • any abnormal and unforeseeable circumstances beyond our control, however so caused. 

For the SMS services we offer, we are not responsible for lost, late or undelivered text messages, notifications or communications. We accept no responsibility for any technical, computer, online, telephone, cable, electronic, software, hardware, transmission, connection, internet, website or other access issue which may hinder your ability to access the SMS services.

Nothing in these Terms and Conditions shall operate to exclude liability for death or personal injury due to negligence or for fraud or fraudulent misrepresentation or for any statutory liability that cannot be excluded or amended by agreement between the parties.

  1. When can I be charged (other than the fees in section 32)?

We may charge you for any reasonable costs that we incur in taking action to stop you using your card or account and to recover any monies owed as a result of your activities if you:

  • use your card or account fraudulently;
  • do not use your card or account in accordance with these Terms & Conditions; or
  • have been grossly negligent, for example by failing to keep your card or PIN secure or by failing to notify us without delay after your card is lost, stolen, or used by someone else or where your account has been compromised.

In these circumstances we will not refund transactions and we reserve the right to charge you for any reasonable costs that we incur in taking action to stop you using your account and to recover any monies owed as a result of your activities.

If you have not been fraudulent, or grossly negligent, and have used your card and account in accordance with these Terms & Conditions, your maximum liability for any unauthorised transaction resulting from the use of a lost or stolen card or details before you notify us will be £35.

We may also charge you an Administration Fee if we have to manually intervene to complete a payment or rectify an error on the account caused by an error or omission on your part.

  1. Am I permitted to give access to third party providers?

You may allow regulated Third Party Providers (“TPPs”) (including Account Information Service Providers (“AISPs”) and Payment Initiation Service Providers (“PISPs”)) access to your online account; either to make payments, obtain account balances or obtain information on previous transactions.

Before giving consent to a TPP, you should:

  1. ensure that the TPP is authorised and holds the correct regulatory permissions;
  2. check what level of access you are consenting to, how your account will be used and the extent to which your data will be shared with third parties; and
  3. familiarise yourself with your obligations and rights under the TPP agreement, in particular your right to withdraw consent to access your account.

We may refuse to allow a TPP access to your account where we are concerned about fraudulent or unauthorised access.

We are not party to, or responsible for, any agreements between you and a TPP. Subject to any rights to refund you may have under these Terms and Conditions, we shall have no liability for:

  1. any loss whatsoever, as a result of using a TPP and entering into a TPP agreement; and
  2. any actions that the TPP takes in relation to suspending or terminating your use of their service or for any resulting losses.
     
  1. Can I assign my rights or obligations under these Terms and Conditions?

You may not transfer or assign any rights or obligations you may have under these Terms & Conditions to any other person without our prior written consent. We may assign the benefit and burden of these Terms & Conditions to any other person at any time on giving you two months prior notice of this. If we do this, your rights will not be affected.

  1. Governing law

This Agreement is concluded in English. All communications with you will be in English. These Terms & Conditions will be construed in accordance with English law and the exclusive jurisdiction of the English courts.

  1. What are the fees and limits?

Dragon Account Fees

Fees and Charges

Value

Comments

Card Fee

Free

Card delivery time is within 10 working days.

Replacement Card

£3

Lost/stolen/damaged replacement card

Free replacement for expired cards.

TRANSACTIONS/PURCHASES

UK purchases

FREE

European & International purchases

£1 plus 2.5% of the transaction value

Any transaction in a foreign currency will be converted into pounds. We’ll do this at the rate of exchange provided by Visa Europe on the date they process the transaction which may differ from the actual transaction date. See more information on exchange rates on the Visa Europe website.

ATM Withdrawal UK*

£1.50

ATM Withdrawal Europe* & ATM Withdrawal International*

£2 plus 2.5% of the transaction value

Any transaction in a foreign currency will be converted into pounds. We’ll do this at the rate of exchange provided by Visa Europe on the date they process the transaction which may differ from the actual transaction date. See more information on exchange rates on the Visa Europe website.

Cashback Instore

Free

You can request up to £50 cashback at participating

UK retailers when making a purchase.

ACCOUNT LOAD FEES

Bank transfer

Free

Add funds to your Dragon account by bank transfer from a UK bank account.

PayPoint

£1+ 2.5%

Maximum load amount of £249.

FUNDS MOVEMENT AND TRANSFER FEES

Future dated transfer from account

£0.50

Transfer money to a UK bank account in three working days.

Next day transfer from account

£1

Transfer money to a UK bank account on the next working day.

Same day Faster Payment transfer from account

£1

Transfer money to a UK bank account on the same day via Faster Payments

.

OTHER FEES

ATM balance enquiry

£0.50

Balance enquiries are FREE through your mobile app or by logging into your account online.

ATM Decline

£0.50

ATM fees are charged for the first decline per day only.

SMS Alerts**

£0.20

Optional service for confirmation of purchases, withdrawals and balance enquiries.

Call costs to Customer Services

Standard geographical rate

 Calls to 03300416971 are charged at standard geographical rates and will be included in mobile phone inclusive minute packages.

Statements online (per 62 days)

Free

Inactivity/dormancy fee

Free

 Applied when there has been no transactions on the account for 90 days

Standing order setup fee

Free

Unpaid Direct Debit fee

£10

Applies where a direct debit is declined due to insufficient funds in the account.

Administration Fees

£25

Administration fee for instigating a chargeback on request of the Cardholder, transaction revocation, manually rectifying Cardholder errors or investigating shortfalls.

Card cancellation fee

£5

When you cancel the agreement within the first 14 days and a card has already been ordered in your name.

Redemption fee

£2.00

When you request a funds transfer on closing of the account.

LIMITS

Minimum single pay-in

£7,500

Maximum daily ATM withdrawal

£300

Maximum balance

£7,500

PayPoint  pay in

£249

Expiry

36 months

The card is valid for 36 months

Notes to fees and limits:

* some ATM providers may charge an additional fee and should advise you before you confirm the transaction.

** standard operator SMS charges apply for balance requests and addition charges may apply to receive SMS information outside the UK.

Your Visa Dragon account card and account is issued by Contis Financial Services Ltd who is authorised by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900025) and is a member of Visa. Registered head office is Navigation House, Belmont Wharf, Skipton, North Yorkshire, United Kingdom BD23 1RL.

Please note that Dragon Account Visa card and account is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. We ensure that any funds received by you are held in a segregated account so that in the unlikely event that Contis Financial Services Ltd becomes insolvent your funds will be protected against claims made by creditors.

Contact Us

Calls cost your standard network rate



Monday to Friday 8am - 8pm and Saturday 8am - 4pm 


Navigation House, Belmont Wharf, Skipton, North Yorkshire, BD23 1RL

Help stop online fraud

Phishing is the name given to cyber fraud relating to an email/SMS message/phone call that is disguised to trick the user into clicking a link or open an attachment. This is done by the fraudster making the email something that you may want or need like, a request from your bank or a message from a friend/trusted person or even a company that you have dealings with.

Ultimately, the end goal is to gather personal information that the fraudster can use to commit fraud. Information such as Date of Birth, email password, payment card information etc. Phishing is a global problem and growing very fast in the internet world.

By taking certain precautions you can prevent one from falling prey to such attacks. In Phishing, it requires co-operation from the victim – it needs you to initiate some sort of action or provide sensitive information. Below are the steps through which you can follow to avoid such scams:

  • Do not click on web links or attachments from senders that you do not recognize. Be especially wary of .zip or other compressed or executable file types.
  • Do not provide sensitive personal information like usernames and passwords or payment card information such as, Full Card Number, Card PIN, CVV of card (3 -digit code written at the back side of the Card), Expiry date of Card, etc. over email.
  • Watch for email senders and/or web links that use suspicious, misleading or look-alike similar domain names.
  • If the email contains URLs (Web link/address), inspect URLs (Web link/address) carefully to make sure they’re legitimate and not imposter sites.
  • Always access your bank website by typing the URL (Web link/address) in the address bar of your browser.
  • If you can’t tell that an email is legitimate or not, please verify over the phone with the sender about it.
  • Be cautious as intruders use real brand images and logos in Phishing Emails.
  • If you get an email asking for personal or payment card information, please do not provide this information no matter how 'genuine' the page appears to be. Such pop-ups are most likely the result of malware infecting your computer. Please take immediate steps to disinfect your device.
  • Any Financial Institution or their representative will never send you emails to get your personal information, password or OTP (One Time Password). Please do not provide any such information to anyone.
  • A forged email address can sometimes be in the From field of an email. Always check if this address is from the legitimate source. If in doubt, contact the sender through your usual channels and never answer the e-mail.
  • Phishing messages sometimes threaten consequences if you do not reply to the question.

One time passcode (OTP) verification

OTP will expire in minutes.

One time passcode (OTP) verification

Account blocked

For your security your account is now blocked. Please contact customer services on 0330 041 6971 or help@support.trilogy-money.com

Open TrilogyDragon application directly from your mobile device and verify