Q. What is the iQ cashback card and why have I received it?
A. The iQ cashback card is a pre-paid debit card. You have received the iQ cashback card as you entered a valid promotional code at the time of your booking. The iQ cashback card will be loaded with a cashback value based on the promotional code entered.
Q. When will I receive my Card?
A. You will receive your card within 7-10 business days of your confirmation email. This timeframe also applies to cards reissued when lost or stolen card. If you haven't received your card within this timeframe, then please contact Customer Services on 01908 303488 or email fromiQ@mail.sodexoengage.com
Q. How do I activate my card?
A. You will need to follow the instructions on the letter your card arrives in to activate the card. If you have misplaced your letter then please visit www.fromiqtoyou.com and click on activate your card and follow the instructions. Should you experience any issues, please contact Customer Services on 01908 303488 or fromiQ@mail.sodexoengage.com
Q. Where can I use my card?
A. You may use the Card at any Merchant that displays the Visa Mark, excluding limited acceptance Merchants in EU/EEA that do not accept prepaid cards. You can use your Card to make purchases in-store, via the internet or over the phone. You can also use mobile payment to check out in-store, online and in apps using mobile devices like your smartphone, tablet or smart watch*
* Apple Pay works with iPhone 6 and later in shops, apps and websites in Safari; with Apple Watch in shops and apps (requires iPhone 6 or later); with iPad Pro, iPad
(5th generation), iPad Air 2, and iPad mini 3 and later in apps and websites in Safari; and with Mac (2012 or later) in Safari with an Apple Pay–enabled iPhone or Apple Watch.
For a list of compatible Apple Pay devices, see support.apple.com/en-gb/km207105
Q. Are there any restrictions on where I can use my card?
A. The Card cannot be used to withdraw cash from an ATM, to obtain cash back from Merchants, to obtain foreign currency, travellers' cheques, to settle outstanding balances on credit cards, bank overdrafts or credit agreements, to pay for recurring transactions, adult entertainment and for online gambling and betting transactions.
Q. Can I spend more than the funds on my card?
A. No, the payment will be rejected if you have insufficient money on your card to pay for the goods.
Q. My card was declined, what could the problem be?
A. Have you:-
· Activated the card?
· Reached your contactless limit? You can use your contactless a maximum of 10 times in a row before you need to enter your PIN. (Please be aware the maximum spend via contactless is £100).
· Got sufficient funds on the card to cover the purchase?
· Used the correct PIN?
· Are you trying to withdraw cash? (This service is not available)
Q. What happens if I forget my PIN number?
A. Please request a PIN reminder through the details tab on your online account or call Customer Services as detailed in the contact us area on the website and select option 4 for 'forgotten PIN'.
Q. What happens if I lose my card or it is stolen?
A. You must notify us immediately if your card is lost or stolen. Please call the hotline as detailed in the contact us area on the website and press option 3 for 'lost and stolen'. You should treat this card as cash in your wallet. Please note that if you have lost your card a replacement card fee will apply. For further details please refer to the fees table in the terms and conditions.
Q. My card expires shortly, will I receive a replacement card?
A. No, you will not receive a replacement card once your card has expired. Please make sure you have spent your funds as any remaining funds will not be available to you once your card has expired. If for any reason you need to return an item you have purchased with your card or require a refund, please do so within a reasonable time period (depending on retailers refund policy), if your card expires during the processing of the refund you will not be able to receive the funds.
Q. Can I use my card abroad?
A. Yes, you can use your card anywhere that Visa prepaid cards are accepted, however a 2.5% foreign exchange fee will apply.
Q. Will there be a credit check?
A. No, there are no credit checks.
Q: What happens if my goods turn up faulty?
A: Under this prepaid card, your purchases are not covered in the event they suffer from breach of contract or misrepresentation of goods. This does not affect your consumer rights.
Q. What do I do if I have a complaint?
A. Complaints regarding any element of the service provided by us should be sent in writing or by email to our Customer Service team. All complaints will be subject to our complaints procedure. We will provide you with a copy of our complaints procedure upon request and, if we receive a complaint from you, a copy of our complaints procedure will automatically be sent to you. If we fail to resolve your complaint to your satisfaction you may refer your complaint to an independent ombudsman by sending a request to Ombudsfin - North Gate II, Boulevard du Roi Albert II 8, bte 2 1000 Brussels, BELGIUM, or via e-mail to ombudsman@ombudsfin.be or phone Tél: +32 2 545 77 70. The following website explains the new complaints process: http://www.ombudsfin.be/en/individuals/introduce-complaint/