Rules for Using Payment Cards
1. Introduction
1.1. These Rules on Using Payment Cards (the “Rules”) set out the terms on which Satchel issues and the Cardholder uses Satchel payment cards.
1.2. These Rules form part of, and are governed by, Satchel’s General Terms and Conditions (the “General Terms”). Capitalised terms used in these Rules have the meaning given in the General Terms unless defined differently in these Rules.
1.3. First use of a Satchel payment card by the Cardholder or any authorised user is deemed acceptance of these Rules.
2. Definitions
2.1. In these Rules:
Card or Payment Card – an electronic payment instrument issued by Satchel for non-cash transactions.
Cardholder – the Client to whom Satchel has issued a Payment Card, including any authorised user added by the Client.
ATM – an automated teller machine for cash withdrawals or other card operations.
POS Terminal – an electronic payment terminal for accepting card transactions.
PIN – a confidential code linked to the Card, used for authentication.
CVV/CVC – the 3-digit verification code on the back of the Card used for remote transactions.
SCA – Strong Customer Authentication as required by Article 58 of the Law on Payments and Commission Delegated Regulation (EU) 2018/389.
Authorisation – the Cardholder’s consent to a Card transaction, given in accordance with these Rules and SCA requirements where applicable.
Available Balance – the balance on the Account that may be used to fund Card transactions.
Remote Transaction – a transaction performed without physical presentation of the Card (e.g., online, by phone or by mail).
Recurring Transaction – a transaction the Cardholder authorises to be repeated by the same payee (e.g., subscriptions, memberships).
3. Card issuance, activation and ownership
3.1. The Card is issued by Satchel and remains Satchel’s property at all times.
3.2. Satchel may issue, renew, replace, suspend or cancel a Card in accordance with these Rules and the General Terms (in particular Clauses 11.1 and 10.6 of the General Terms). Satchel’s actions shall always be objectively justified and proportionate.
3.3. The Cardholder may not transfer, copy or reproduce the Card.
3.4. Activation. The Card is activated upon receipt by the Cardholder. The Card chip is activated upon the first successful POS transaction. The Card remains valid until the expiry date printed on it. The Cardholder may not use an expired Card and shall destroy it.
3.5. Satchel communicates the PIN to the Cardholder confidentially through the System or another secure channel. The Cardholder must keep the PIN secret and not disclose it to anyone.
4. Authorising and executing Card transactions
4.1. The Cardholder may use the Card to: (a) pay for goods and services at a merchant (in person or remotely); (b) withdraw cash at ATMs or bank counters that accept the Card.
4.2. The Card may be used wherever the payment scheme symbol on the Card is accepted. Satchel is not responsible for a merchant’s refusal to accept the Card.
4.3. The Cardholder authorises a transaction in one of the following ways, depending on the type of transaction: (a) inserting or tapping the Card at a POS Terminal and entering the PIN or providing biometric/contactless confirmation; (b) signing a transaction receipt where applicable; (c) entering the Card details (number, expiry date, CVV/CVC) and completing SCA, where applicable, for Remote Transactions; (d) any other authentication method offered by Satchel and accepted by the Cardholder.
4.4. Strong Customer Authentication. Remote Transactions are subject to SCA in accordance with applicable law, except in the limited cases where SCA exemptions apply (such as low-value transactions, trusted beneficiaries or recurring transactions of a fixed amount). Satchel may decline a Remote Transaction where SCA cannot be completed.
4.5. Recurring Transactions. When the Cardholder authorises a recurring transaction, the Cardholder also authorises subsequent transactions of the same kind within the scope agreed with the merchant. The Cardholder may withdraw consent for future recurring transactions by following the merchant’s instructions and, where appropriate, notifying Satchel.
4.6. A transaction is irrevocable once authorised, except for recurring transactions which may be cancelled prospectively in accordance with Clause 4.5.
5. Fees and Limits
5.1. The fees and limits applicable to the Card from time to time are published on https://satchel.eu/fees/ and form part of these Rules.
5.2. Satchel may apply different fees or limits where individually agreed with the Cardholder or communicated to and accepted by the Cardholder, including arrangements reflecting the Services used, transaction volume, applicable risk-based assessments or other commercial considerations.
5.3. Satchel may amend the fees or limits in accordance with Clauses 6.3 and 10.2 of the General Terms (60 calendar days’ prior notice). Satchel may apply lower limits with immediate effect where required to manage AML/CTF, sanctions, fraud-prevention or other regulatory risks; in such case, Satchel shall notify the Cardholder without undue delay where permitted by law.
5.4. Different fees or limits may apply to Cards issued in currencies other than Euro.
5.5. Where the Card is cancelled by Satchel due to the Cardholder’s serious breach, fraud or other unlawful conduct, Satchel may apply a card-closure fee only to the extent permitted by Article 11(2) of the Law on Payments. No fee applies for preventive measures required by AML/CTF or other mandatory law.
6. Currency and exchange
6.1. Where a transaction is executed in a currency other than the Card currency, the amount is converted using the exchange rate applied by the relevant payment scheme on the date of settlement.
6.2. Where a merchant offers the Cardholder a choice of currency at the point of sale (Dynamic Currency Conversion), the Cardholder is responsible for accepting the rate and any fees offered by the merchant.
6.3. For transactions executed in a currency other than the Card currency, an amount sufficient to cover the transaction (including potential fees) is reserved on the Available Balance until settlement.
7. Cardholder’s security obligations
7.1. The Cardholder shall: (a) keep the Card, PIN, CVV/CVC and other security credentials confidential and secure; (b) not disclose the PIN, CVV/CVC or other security credentials to any third party (including family members, merchants, police or Satchel staff); (c) not write down or store the PIN in a way that allows it to be linked to the Card; (d) not use the Card for unlawful purposes; (e) check the correctness of each transaction (including amount and currency) before authorising it; (f) keep transaction receipts and provide them to Satchel on request in case of a dispute; (g) regularly review Card transaction history through the System; (h) take reasonable precautions when making Remote Transactions, including using reputable websites and secure devices; (i) be alert at ATMs and stop using the ATM if anything appears suspicious; (j) change the PIN immediately if the Cardholder believes a third party may have learned it.
8. Lost, stolen or compromised Cards
8.1. The Cardholder shall notify Satchel or block the Card without undue delay in any of the following cases: (a) loss, theft, retention or unauthorised acquisition of the Card; (b) disclosure or suspected disclosure of the PIN, CVV/CVC or Card details to a third party; (c) any unauthorised transaction or attempted unauthorised use of the Card.
8.2. Notification and self-service block channels. The Cardholder may block the Card or notify Satchel through: (a) self-service through the Application or Online Account (real-time block); (b) the Customer Support telephone line published on Satchel’s website; (c) any other channel published by Satchel for this purpose.
Satchel makes notification means available 24/7. Satchel may record telephone calls relating to such notifications for evidence purposes.
8.3. Upon receiving the notification, Satchel will block the Card immediately. The Cardholder may request a replacement Card.
8.4. Lifting the block. Where the reasons for the block no longer exist, Satchel will unblock the Card or issue a replacement Card without undue delay.
9. Liability for unauthorised transactions
9.1. Liability for unauthorised Card transactions is governed by Clauses 12.7, 12.8, 12.9, 12.11, 12.12 and 12.17 of the General Terms.
9.2. In summary: (a) the Cardholder bears losses up to 50 (fifty) EUR until notifying Satchel of the loss, theft or unauthorised use of the Card; (b) after notification, the Cardholder bears no further losses, unless acting fraudulently; (c) the 50 EUR cap does not apply where the Cardholder acted fraudulently or with intent or gross negligence, including by: (i) writing down the PIN on or near the Card; (ii) disclosing the PIN, CVV/CVC or Card details to a third party (other than as required to make a transaction); (iii) failing to take reasonable measures to keep the Card and credentials secure; (iv) failing to notify Satchel without undue delay after becoming aware of loss, theft or unauthorised use.
9.3. Investigation. Satchel may investigate any reported unauthorised transaction. The Cardholder shall cooperate in good faith and provide reasonable supporting evidence (police report, written statement, device or login data, or similar) within a reasonable time. Satchel may refuse a refund where the Cardholder refuses to cooperate, gives false information or fails to provide reasonable evidence.
9.4. Refund. Where a refund is due, Satchel shall refund the unauthorised transaction amount in accordance with Clause 12.17 of the General Terms (immediately, no later than the end of the next business day after Satchel becomes aware of or is notified of the transaction).
9.5. Recovery. Satchel may recover the refunded amount from the Cardholder if a subsequent investigation establishes that the Cardholder acted fraudulently, intentionally or with gross negligence.
10. Card transactions Satchel may decline
10.1. Satchel or the relevant payment scheme may decline a Card transaction where: (a) the Card details, PIN, CVV/CVC or other authentication data are incorrect; (b) the Card is inactive, suspended, blocked or expired; (c) the Available Balance is insufficient to cover the transaction and any related fees; (d) the transaction would exceed the applicable Card limits; (e) the transaction is justifiably refused for security, fraud-prevention, AML/CTF or sanctions reasons; (f) SCA cannot be completed where required; (g) the merchant requires identification and the Cardholder does not provide it.
10.2. Where reasonably possible, Satchel will notify the Cardholder of the reason for declining a transaction, unless prohibited by law or doing so would compromise security.
11. Suspension and cancellation of the Card
11.1. Satchel may suspend or cancel the Card in accordance with Clauses 11.1 and 10.6 of the General Terms. Suspension or cancellation shall be objectively justified and proportionate.
11.2. Examples of suspension or cancellation grounds include: (a) suspected unauthorised, fraudulent or unlawful use of the Card; (b) compromise of the PIN, CVV/CVC or other security credentials; (c) breach of these Rules or the General Terms; (d) AML/CTF, sanctions or fraud-prevention requirements; (e) the Card has not been used for 24 (twenty-four) consecutive months and the Available Balance is nil; before cancelling on this ground, Satchel shall give the Cardholder at least 30 days’ prior notice; (f) any ground for immediate termination of the Agreement under Clause 10.6 of the General Terms.
11.3. Notification. Satchel shall inform the Cardholder of any suspension or cancellation and the reasons for it before the action or immediately thereafter, unless such notification would compromise security or is prohibited by applicable law.
11.4. Lifting and replacement. Satchel shall lift the suspension or replace the Card without undue delay once the reasons for the suspension no longer exist.
11.5. Refund of Available Balance. Where the Card is cancelled, the remaining Available Balance shall be made available to the Cardholder in accordance with Clause 4.10 of the General Terms.
12. Disputes about Card transactions
12.1. Disputes about goods or services purchased with the Card must be settled directly between the Cardholder and the merchant. Satchel is not responsible for the quality of goods or services or for the merchant’s performance.
12.2. Refund of authorised payee-initiated transactions with unexpected amounts (e.g., where a recurring transaction or pre-authorisation results in a higher charge than reasonably expected) is governed by Clause 12.18 of the General Terms (8 weeks to request, 10 business days to respond).
12.3. Chargebacks. The Cardholder may request a chargeback in accordance with the rules of the relevant payment scheme. Mastercard scheme rules currently allow a maximum of 40 (forty) chargebacks per Card account within a 120-day period. On the Cardholder’s reasoned request, Satchel will initiate the chargeback process with the merchant’s acquirer. The outcome depends on the scheme rules and is not guaranteed. Satchel will inform the Cardholder if the applicable scheme rules change in a material way.
12.4. Complaints. The Cardholder may submit complaints in accordance with Satchel’s Complaints Handling Policy and may apply to the Bank of Lithuania as the consumer dispute resolution body.
13. Amendments
13.1. Satchel may amend these Rules by giving the Cardholder 60 (sixty) calendar days’ prior notice through the System or another agreed communication channel. The notice will be sent or published in accordance with Clauses 6.3 and 10.2 of the General Terms.
13.2. The Cardholder may terminate the Card free of charge before the new Rules take effect; otherwise, the amendments are deemed accepted.
13.3. The 60-day notice period does not apply where the change: (a) is required by mandatory law; (b) is favourable to the Cardholder; or (c) reduces fees.
14. Limitation of Satchel’s liability
14.1. Satchel’s liability is governed by the Law on Payments and Clauses 12.1, 12.5, 12.7–12.9 and 12.17 of the General Terms. Satchel’s mandatory liability under those provisions always applies.
14.2. Subject to the foregoing, Satchel is not liable for: (a) the actions or omissions of merchants, ATM operators or other third parties; (b) failure of telecommunications, payment systems or other third-party infrastructure beyond Satchel’s reasonable control; (c) Satchel acting in compliance with mandatory legal obligations or instructions of competent authorities; (d) any indirect or consequential losses, including loss of profit, business or reputation, unless prohibited by mandatory law.
15. Final provisions
15.1. These Rules are governed by the laws of the Republic of Lithuania.
15.2. These Rules apply subject to mandatory provisions of applicable law. If any provision of these Rules is found invalid or unenforceable, the remaining provisions remain in force.
15.3. Where these Rules conflict with the General Terms, the General Terms prevail unless these Rules expressly state otherwise.
15.4. The Cardholder may not transfer rights or obligations under these Rules to any third party. Satchel may transfer its rights and obligations to a successor or affiliate, subject to applicable law.