These terms & conditions apply to your Bitpanda 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 www.bitpanda.com.
The Bitpanda account and Visa debit card are e-money services provided by UAB Finansinės paslaugos “Contis“. Your distributor may transfer funds from a wallet you hold directly with them to cover the value of transactions you make using your Visa card.
In these terms & conditions:
“Distributor” means Bitpanda GmbH, with its business address at Stella-Klein-Löw Weg 17, 1020 Vienna, Austria, registered in the commercial register of the Commercial Court of Vienna under FN 569240 v, who may distribute the account and card to you on our behalf.
“Bitpanda wallet” means the wallet that you have with Bitpanda directly to store your digital assets.
“You” means the named account holder being the authorised user of the Bitpanda account and Bitpanda Visa debit card.
“We”, “us” or “our” means UAB Finansinės paslaugos “Contis“ or Bitpanda acting on our behalf.
If you have any questions you can contact Customer Services by:
Your Bitpanda debit card is issued by UAB Finansinės paslaugos “Contis“, company code 304406236, registered in the Register of Legal Entities of the Republic of Lithuania, having a head office at Mėnulio g. 11-101, Vilnius, Lithuania. We hold the electronic money institution licence No. 53, dated 23-07-2019, issued by the Bank of Lithuania, who is our supervisory authority located at Gedimino pr. 6, LT-01103, Vilnius, Lithuania, telephone no. +370 800 50 500. You may find more information about the Bank of Lithuania at https://www.lb.lt/en/.
Your Bitpanda debit card may be distributed by a third party (the Distributor) on our behalf.
A Bitpanda Account, together with the Visa debit card is an e-money account, which allows you to use your Visa debit card.
A Bitpanda card is a Visa debit card that can be used worldwide wherever Visa is accepted (hereinafter ‘Bitpanda Card’). It can be used online, in shops, over the phone or to withdraw cash from an ATM.
You can only spend money (in the form of digital assets, according to the “Distributor GTC”) that you hold in your Bitpanda wallet. Therefore, before using your card you need to make sure there are enough funds in your Bitpanda wallet.
You must be at least 18 years old and an EEA resident to be issued with a Bitpanda account and card. You must provide an email address and mobile phone number to open an account so that we can communicate with you.
No, it is currently not possible to order an extra card for someone else. Setting up a Bitpanda Account is easy and free. For further information please refer to www.bitpanda.com.
You can apply through Bitpanda via www.bitpanda.com.
Before we can open an account for you and issue you with 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. For further information regarding the verification process, please refer to www.bitpanda.com.
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 Bitpanda account.
You also need to obtain your PIN to authorise chip-and-pin transactions and ATM withdrawals. You can get your PIN through your online account or app.
By activating your card, you are agreeing to these terms & conditions and the terms and conditions of Bitpanda GmbH. 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 want to change your PIN, you can do so 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 www.bitpanda.com or via the mobile app.
Any funds on your Bitpanda wallet can be used with the Bitpanda Card. Please see the terms and conditions of the Bitpanda GmbH to find out how to fund your Bitpanda wallet.
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 can use your Bitpanda card to authorise the following transactions to merchants that accept Visa debit card payments:
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 if 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 Bitpanda wallet. You have an agreement with your Distributor to transfer funds from a wallet you hold directly with them to cover the value of the transaction. If the Distributor is unable to transfer the funds for the transaction to your account, we will be unable to authorise the transaction. Fees may be deducted at the time of authorisation or when the transaction has been confirmed via the Visa system. A full breakdown of each transaction, including charges, will be available to view on your online account portal or app. Where a transaction is credited from the Visa system, for example, a refund to your card, you agree for the Distributor to automatically transfer those funds to a wallet you directly hold with Bitpanda.
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 on the day you requested the payment to be made for future-dated transactions. A transaction will be received for Bitpanda Card transactions at the time we receive the transaction instruction from the retailer or ATM operator.
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.
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 notification 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 33)).
Your card is denominated in euro. If you make a purchase or an ATM withdrawal in any other currency, we will convert the sum into Euro using the exchange rate set by Visa on the day they process the transaction, this may differ from the actual date of the transaction.
If you use your euro denominated card in a European country, which doesn't use euros, you may receive a notification from your provider showing the exchange rate used and the euro amount, along with a % difference between the rate applied by the card scheme and the European Central Bank (ECB) rate.
A transaction fee will apply to each of these transactions (see the Fees and Limits table (section 33).
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 euro on a given date at: https://www.visaeurope.com/making-payments/exchange-rates
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.
You can check your account by accessing it securely through your account via the website or mobile app. Your statement will show:
This information is accessible at all times via your online account portal or app, 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 if 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.
Your card will be valid for 3 years. You will not be able to use your card after its expiry date. You can request a new card for replacement up to the expiry date or your Distributor will automatically send you a new card, which will automatically extend this agreement. This agreement shall terminate when your card is cancelled or expires and is not replaced.
You can only spend the money and assets that are linked to your account. Limits also apply to daily ATM withdrawals, and other limits may be applied to the spending amount and the number of transactions you can perform. See the Fees and Limits table (section 33) and your online account portal or app 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 33)) for transactions that you make using your card that results in a negative balance or increases the negative balance on your account.
If you wish to 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 of 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 personalised security information safe, keep your card secure, not disclosed your PIN or security information to anyone else and not acted fraudulently, we will:
a) refund the amount of the unauthorised payment to you; and
b) 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:
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 Bitpanda mobile app, through logging onto your account at the website (www.bitpanda.com) or by contacting Bitpanda support.
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 50 euro and we will process a refund as soon as possible, and in any event no later than the end of the business day following the day after we receive your notification.
We may refuse to pay a transaction:
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 Bitpanda support.
You have a legal right to cancel your Bitpanda account and Card up to 14 days from the date your card is issued 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 33)) by contacting Customer Services. You should also cut your cancelled card in half through the signature box, magnetic strip and chip.
To delete your Bitpanda account see the terms and conditions of Bitpanda, accessible via www.bitpanda.com/en/legal#terms.
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.
We may cancel your account, card and this agreement by giving you at least two months' notice. Reasons for cancellation may include:
We may also cancel your account immediately if we, inter alia:
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 has been cancelled.
You can clear the balance on your account through spending or ATM withdrawals. See the Fees & Limits table (section 33) 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, unless:
If one of these situations does apply, then we will charge a redemption fee (see the Fees and Limits table (section 33)).
We will not redeem the value of the funds on your account to you if your request for redemption of the funds is made 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 euros. 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 28 below for the circumstances in which we will not give you a refund.
The account and associated card is an electronic money product and although we are supervised by the Bank of Lithuania, it is not covered by the Deposit Insurance System of the Republic of Lithuania. Also, any funds on your Bitpanda wallet are not covered by the Deposit Insurance System. 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.
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 provided 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 and provided you are a consumer you may apply to the consumers disputes resolutions institution – the Bank of Lithuania, (https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider) by filing out a free-form application and sending it to the Supervision Service, Žirmūnų g. 151, LT-09128 Vilnius, email: email@example.com.
You must let us know as soon as possible if you change your 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 email 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.
We may change these terms & conditions by notifying you by email 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 Bitpanda's website here: https://www.bitpanda.com/en/legal#terms-contis. You should check this website and your online account portal regularly for such notices and changes.
From time to time, your ability to use your card or account may be interrupted, e.g. when we carry out system 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 and conditions or the terms and conditions of Bitpanda.
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 a sufficiently-available balance, you must repay us the amount immediately upon request.
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:
Regarding 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.
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 assets owed as a result of your activities if you:
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 assets 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 50 euro.
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.
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 regarding previous transactions.
Before giving consent to a TPP, you should:
a) ensure that the TPP is authorised and holds the correct regulatory permissions;
b) 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
c) 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:
a) any loss whatsoever, as a result of using a TPP and entering into a TPP agreement; and
b) any actions that the TPP takes in relation to suspending or terminating your use of their service or for any resulting losses.
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, giving you two months prior notice of this. If we do this, your rights will not be affected.
These terms and conditions and all communications will be available and provided for in English.
You have the right to request the Lithuanian version of these general terms and conditions at any time and we shall make them available to you on request.
These Terms & Conditions will be construed in accordance with laws of the Republic of Lithuania and subject to the exclusive jurisdiction of the courts of the Republic of Lithuania.
Bitpanda Card Fees
For any fees and limits please refer to bitpanda.com/card#fees.
Your Visa Bitpanda Card and account is issued by UAB “Finansinės paslaugos „Contis“ who is authorised by the Bank of Lithuania to issue e-money (company code: 304406236) and is a member of Visa. Registered head office is Mėnulio g. 11-101, Vilnius, Lithuania.
Please note that Bitpanda Visa Card and account is an electronic money product and although we are supervised by the Bank of Lithuania, it is not covered by the Deposit Insurance System of the Republic of Lithuania. We ensure that any funds received by you are held in a segregated account so that in the unlikely event that UAB Finansinės paslaugos Contis becomes insolvent your funds will be protected against claims made by creditors.