Region: Australia

Upd: Mar 5, 2023


App refers to the Wirex mobile application operated by Wirex  

Card Fund means the positive value of money recorded by Wirex as being available for transactions using the Card.  

Issuer means , Wirex Pte Ltd, who issues the Card under an Intermediary Authorisation arrangement with Flexewallet Pty Ltd who holds Australian Financial Services Licence (‘AFSL') (448066) authorising it to issue this Wirex Visa Prepaid Card. The Issuer is authorised to issue this Wirex Visa Prepaid Card under an arrangement Flexewallet Pty Ltd has with Novatti Group Limited who is a Principal Partner of VISA Worldwide Pte Ltd (‘VISA’).  

By acquiring this Card, you are entering into a contractual relationship with the Issuer, not with VISA Worldwide Pte Ltd or any of the parties involved in this product. 

PIN means the Personal Identification Number required to be entered by you when using the Card for electronic transactions.  

PDS refers to the Product Disclosure Statement, and is published either as an Appendix to this Terms And Conditions, or on Wirex official website 

Negative Balance means you have spent more money than you have available on your Card. This means you owe the Issuer money.   

VISA Prepaid Card or Card means the Wirex VISA Prepaid Card.   

VISA means VISA Inc.  

You or your or Cardholder means the person to whom the Card is issued.  

Wirex, we or us means Wirex Australia Pty Ltd. 

Wirex Account means the electronic money account and wallet featured in the App operated by Wirex Pte Ltd.  


1. Understanding these Terms and Conditions 

1.1 All amounts of money specified in these Terms and Conditions are in Australian dollars unless otherwise specified.  

1.2 References to days, times or periods of time in these Terms and Conditions are according to Australian Eastern Standard Time.  

1.3 These Terms and Conditions govern the use of the Card. 

1.4 You agree to these Terms and Conditions by any action relating to the VISA Prepaid Card including but not limited to signing the back of a Card; using a Card to make a purchase; activating a Card; or loading/ reloading funds onto the VISA Prepaid Card (although these are not the only ways that you can be taken to have agreed to be bound by the Terms and Conditions).  

1.5 We are not responsible for Card transactions that are processed as a result of an indirect or direct breach of these Terms and Conditions.  


2. Issuing of Cards 

2.1 The issuance of a Card is subject to You satisfying the relevant application criteria as determined by us from time to time, in order to meet customer identification requirements. This may involve providing us with sufficient information and proof in relation to your identity. We may, at our discretion, limit the application criteria and/or require you to provide us with additional details in order for us to determine your eligibility for the issuance of a Card.  

2.2 We reserve the right to refuse your application at our sole discretion, including but not limited to situations where we are unable to verify your identity or where your profile is inconsistent with our customer profile for the Card.  

2.3 You must provide all information to us which we reasonably require in order to manage anti-money laundering or counter-terrorism financing and economic and trade sanctions risks or to comply with any laws or regulations in Australia or any other relevant country.  

2.4 Once issued, you are responsible for ensuring the safety and security of your Card details. You should memorise the PIN to prevent unauthorised use of the Card. You must also follow the rules regarding Card security (see clause 11 below). You must not keep your PIN written anywhere near your Card. If you forget your PIN, you can obtain a PIN reminder by logging into the App and following the prompts or by contacting the Wirex support team. 

2.5 The Card is the Issuer’s property. The Issuer and/or Wirex may suspend use of the Card and/or ask that you return the Card if Wirex or the Issuer believes there is good reason to do so. You must ensure that the Card is promptly returned to the Issuer if they ask you to do so.  

2.6 The Card is not a credit card, the Card is subject to becoming overdrawn (which is prohibited), and all use is limited to the amount loaded onto the Card and any other limits referred to in these Terms and Conditions.  

2.7 There is no interest payable to you on the balance of the Card Funds.  

2.8 Amounts can be added to the Card only as specifically outlined in these Terms and Conditions. We reserve the right to impose additional limits on the Card Funds at our sole discretion.  

2.9 The Card Funds do not amount to a deposit with Wirex and the positive balance of the Card Fund does not amount to a deposit for any purpose, other than as described in these Terms and Conditions.  

 3. Activation and expiry 

3.1 You must activate your Card prior to using it, by registering it via the App.  

3.2 The expiry date is printed on the Card. 

3.3 The Card cannot be used after it has expired. However, you will still be able to obtain a refund of the Card Fund balance, less any applicable fees.

4. Use of the Card      

4.1 The Card must not be used for any unlawful activity.  

4.2 You agree to never give your Card or PIN to any other person. If you do so, You will remain liable and responsible for all Card activity carried out the other person.       

4.3 You will be required to enter a PIN when requested to verify and authorise a transaction. 

4.4 Although the VISA acceptance mark may be displayed, the Card may not operate in some countries due to restrictions imposed by VISA. Details of the countries in which the Card will not operate are available on the VISA website. 

4.5 Certain businesses may not accept the Card as a means of pre-authorising expenditure. If the Card is used for this purpose, some businesses (such as hotels, cruise lines and car rental companies) may pre-authorise the estimated amount of the final bill and this amount will temporarily be unavailable. Only the actual amount of the final bill will be deducted from the Card Fund. 

4.6 A payment cannot be cancelled once you have authorised the use of the Card, however, if the goods or services are returned, the payment may be reversed by the merchant. Neither Wirex nor the Issuer will be responsible for carrying out any reversal of Card Funds in this circumstance. 

4.7 Point of sale (POS) terminals are not owned or operated by the Issuer or Wirex and neither the Issuer nor Wirex shall be responsible for ensuring that the POS terminal will accept the Card.  

4.8 You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.  

4.9 By successfully applying for and using the Card, You acknowledge and agree that we will not provide You with paper statements. An electronic statement showing the Card’s transactions and Card Fund balance will be available on the App. 

4.10 Where required by relevant law, or where we deem necessary to manage our risk, you acknowledge that we may be required to block access to the Card and/or Card Funds and immediately refuse to process or complete any transaction or suspend or terminate our arrangements with you. You agree that under these circumstances we are under no liability to you.  

4.11 You agree that we may delay, block or refuse to process any transaction without incurring any liability if we suspect that the transaction:  

(a) may breach any laws or regulations in Australia or in any other country;  

(b) involves any person (natural, corporate or governmental) that is itself sanctioned or is connected, directly or (c) indirectly, to any person that is sanctioned under economic and trade sanctions imposed by the United States Office of Foreign Assets Control, United Nations, the European Union or any country; 

may directly or indirectly involve the proceeds of, or be applied for the purposes of, any unlawful conduct; or 

(d) for any other reasons relating to a breach of these Terms and Conditions or our risk controls.  


5. ATM Use 

5.1 The Card can be used at ATMs that display the VISA logo to withdraw cash or perform a balance enquiry. To validate the transaction, you must then enter your PIN.  

5.2 No credit is granted to you by the issuer or any other entity (although if a Negative Balance occurs, then you will have to repay the amount owing). A surcharge for an ATM withdrawal may be applied by the ATM’s owner. These are in addition to any fees for ATM operators that differ according to the ATM operator. 

5.3 All applicable fees and charges will be debited directly against the balance of the Card. If, in addition to the cost of the withdrawal, there is an insufficient Card balance to cover both ATM fees and transaction fees, the ATM transaction will be denied. 

5.4 Not all ATMs allow the balance of the Card to be displayed on the screen or printed on a receipt. Card balances displayed by ATMs can be made available in a currency other than Australian Dollars and, if that currency is not the currency provided by the Card, the figure shall be converted using a prevailing exchange rate other than that determined by Wirex or VISA. 

5.5 The ATMs are not owned or run by Wirex or the Issuer 

5.6 The minimum and maximum amounts that can be obtained in a single transaction are outlined in the PDS. These amounts may also be restricted by regulatory restrictions (in some countries).  

 6. Card Fund 

6.1 Until your Card expires, additional funds can be loaded subject to the Wirex Terms and Conditions, certain limits and any applicable fees.       

6.2 Bank Transfers (where available) will generally be processed within 1 (one) Business Day, however this may take longer depending on the bank initiating the transfer. 

6.3 The Card Fund can only be used if it has a positive balance. If the Card Fund drops to a Negative Balance, as a result of a transaction you have authorised, the resulting Negative Balance immediately becomes a debt payable by you to the Issuer. We retain the right to recover this debt. If the Card Fund becomes overdrawn (Negative Balance), Wirex has the right to suspend or block any subsequent transactions and offset the Negative Balance from any balance from your other Wirex group accounts or subsequent top-ups to your Card Funds.  

6.4 If you notice any error with a transaction, then you must notify us immediately, and no later than 30 business days after transaction in question. We may request additional information regarding the error and you must comply with the request. Provided that you have complied with all reasonable requests for information, we will correct the error, if we or our service providers are at fault. If we decide we or our service providers are not at fault, we will notify you in writing as soon as possible.  

6.5 If we discover an error in the amount of funds that have been loaded or reloaded onto the Card, we will work with you to resolve the issue.  

6.6 According to local regulation in Australia and under requirements prescribed by ASIC in various regulatory documents the Issuer is liable for all your Card Funds, that are appropriately safeguarded in Australia.  

7. Fees 

You agree to pay and authorise us to debit the Card Fund for the fees set out in the Fees and Charges section and the Card Limits section of the PDS. These fees may be deducted from the Card Funds as soon as they are incurred.  

All payments are inclusive of GST (if applicable) and will be deducted directly from the balance of the Card at the time of the fee-invoking operation.  

Where there are insufficient Card Funds at the time the fees are incurred, Wirex may deduct the fees from your other Wirex accounts or offset the sum due from any subsequent top-up to the Card Funds. 

8. Pre-authorising Transactions  

8.1 Card “tolerance limits” can apply when using the Card with certain retailers (such as hotels, rental cars, restaurants, cruise ships) or for mail order purchases. This implies that the merchant will request confirmation that your Card has an appropriate Card balance to meet the estimated cost of the goods or services it will provide. In this case, for the sum of the expected transaction plus additional  amount determined by the merchant or by us may be automatically added to obtain an authorisation or approval on your Card to cover additional items (such as tips and incidentals) to ensure that ample funds are available to cover the final payment (“pre-authorisation amount”). 

8.2 A sum allowed or authorised in the above manner means that this pre-authorisation amount will reduce your Card Balance for a period of up to 30 days from the date on which the request is made, unless the merchant has settled or cancelled it earlier. Please note that in your account history, the pre-authorisation may not be visible. 

8.3 30 days after the date on which the authorisation request was made, the whole amount of the authorisation or approval will be immediately cancelled. After the transaction is processed, only the amount actually charged will be deducted from the Card balance. If the amount paid is less than the pre-authorisation amount, the Card will be credited back with the difference. By using the Card, you cannot make pre-authorised periodic payments. The Card may not be accepted by some businesses as a means of pre-authorizing spending. 

9. Cancellation or Closure of Card

9.1 Depending on your Program's conditions, you may be able to close your Card at any time.       

9.2 The Issuer or Wirex may, with or without notice and without incurring any liability to you cancel or suspend the Card and/or terminate this agreement with you if it has good reason to do so, including without limitation if:  

(a) the Issuer or Wirex considers the Card has been or is likely to be misused;  

(b) you breach any of these Terms and Conditions;  

(c) the Issuer or Wirex suspects any illegal use of the Card;  

(d) you gave the Issuer or Wirex false, inaccurate or incomplete information when you applied for the Card.   

9.3 We will refund any positive balance in your Card Fund if this agreement is terminated by you (less any fees). For any cash from your Card, you will receive a payment in Australian Dollars. Funds will be deposited into your nominated Australian bank account with the correct account number. Any sums not cancelled, pre-authorized or "held" will not be available for cash out until the pre-authorisation has been cancelled or the amounts "held" issued by the merchant have been cancelled and the corresponding amounts are available for expenditure or withdrawal.  

9.4 If this agreement is terminated, you must destroy the Card by cutting it in half diagonally, ensuring that the chip is destroyed, and safely disposing of it, unless we tell you otherwise. Wirex or Issuer will not be liable for any loss, damage, cost, charge or penalties incurred as a result of improper disposal of the Card.

10. What are limitations on the use of the Card?  

10.1 A limit of one Card per person applies.  

10.2 Issuance of the Card is limited to Australian residents only.  

10.3 If unusual or suspicious activities relating to the Card are found, including a suspected violation of any laws or regulations in any country, we can limit or stop the use of the Card. 

10.4 Some Merchants may choose not to accept VISA prepaid Cards.  

10.5 The Card may not be used for, and authorization may be declined for, any illegal transactions.  

10.6 The minimum and maximum amounts that can be obtained in a single transaction are outlined in the PDS and restricted by most ATM operators. These quantities may also be restricted by regulatory restrictions (in some countries).  

10.7 Top-ups of your Card Fund from international bank accounts are not permitted, unless this is a top-up performed using internationally issued Visa or Mastercard debit or credit cards, in which case such top-up may be rejected by Us, and additional fees and charges may be applied by Us.  

11. Card security 

11.1 You are solely responsible for ensuring that your Card, the security details and all security codes safe and secure (“Security Requirements”). The following is a non-exhaustive list of Security Requirements you should take to ensure the security of your Card and Card details:   

(a) Not let anyone else use the Card;  

(b) Sign the Card immediately on receipt with a ballpoint pen;  

(c) As soon as you receive the card, take care to ensure the safety of the Card and to frequently check that it has not been stolen or lost;  

(d) Not allow any third party to use the Card and/or the PIN and/or any other personalised security credentials;  

(e) Keep the personalised security credentials, including the PIN, confidential at all times ; 

(f) Not disclose the number or any other details of the Card unless for purposes of carrying out a Transaction or for purposes of reporting that the Card is lost or stolen.  

(g) Memorize the PIN without recording it and should immediately destroy the PIN notification slip (if such a slip is received);  

(h) Cover and protect the keypad during the use of the Card at an ATM or any keypad used to enter the PIN for the execution of any Transaction;  

(i) Ensure that third parties do not overhear/ listen to telephone or verbal conversations during which you disclose the number or other details of the Card;  

(j) Not disclose the PIN in case of execution of any Transaction via the internet and use only secure payment websites for the execution of Transactions;  

(k) Destroy all Transaction receipts and the Account statements in such a way that the misappropriation of the number or other details of the Card is not possible;  

(l) Comply with any instructions we give about keeping the Card and any security details safe and secure; or  

(m) Not act with carelessness in failing to protect the security of the security code.  

11.2 The Card will be disabled if an incorrect PIN is entered three successive times. If the Card is disabled, please contact Wirex support to reactivate the Card. There may be a delay (usually 24 hours from our receipt of your request) in reactivating a disabled Card.  

11.3 If an incorrect PIN is entered three successive times at an ATM, the Card will be withheld by the ATM. Please contact Wirex support to reissue a Card with the balance from your previous Card, subject to a reissue fee outlined in the PDS. 

11.4 Information sent over the internet may not be completely secure and the internet and the online systems are not controlled or owned by the Issuer. The Issuer cannot guarantee that the online systems will function at all times and the Issuer accepts no liability for unavailability or interruption or for the interception or loss of Personal Information or other data.  

 12. Loss, theft and misuse of Cards 

12.1 If you know or have reason to suspect that the Card is lost, stolen, damaged, likely to be misused or you have reason to suspect that someone else may know the Security Codes or security details, you must immediately notify Wirex. We will then suspend the relevant Card to restrict further use.  

12.2 You may be required to confirm details of the loss, theft or misuse in writing (and provide specific information) and you must comply with that request. 

12.3 You must assist us and the police or other authorities with any enquiries and attempts to recover a lost or stolen Card.  

12.4 If any lost Card is subsequently found, it must not be used unless we confirm it may be used. Where a new Card has been re-issued following a report of the loss, the earlier Card will not be reactivated and must be destroyed.  

13. Unauthorised Transactions 

13.1 If an unauthorised transaction occurs you must notify us as soon as possible, and in any event, no later than thirty (30) days from the date of the transaction. Any delay in raising the unauthorised transaction may affect the Issuer’s ability to process a dispute.       

13.2 We may block the Card immediately upon receiving notification of the unauthorised transactions. 

13.3 You must request, complete and return the “Disputed Transaction Form” to Wirex support. 

13.4 Wirex reserves the right to request for any information relating to claims of unauthorised transactions in order to verify the veracity of such claims.   

13.5 We will keep you informed of the status of your case while we conduct our investigation.  

13.6 If we are successful in disputing the transaction, we will credit you with the successful amount.  

14. Disputed Transactions  

14.1 To dispute a transaction(s) on your Card, you must request, complete and return the “Transaction Dispute Form” to Wirex support. 

14.2 We will keep you informed of the status of your case while we conduct our investigation.  

14.3 If you wish to dispute a transaction you must notify us as soon as possible, and in any event, no later than thirty (30) days from the date of the transaction. Delay in raising the disputed transaction may affect our ability to process a dispute.1 

14.4 If we are successful in disputing the transaction we will credit you with the successful amount 

15. Liability for unauthorised transactions 

15.1 You will not be liable for losses resulting from unauthorised transactions that are caused by the fraudulent or negligent conduct of our staff or agents.       

15.2 You will not be liable when unauthorised transactions:  

(a) happen using a Card after notification to us that the Card has been misused, lost or stolen or that the security of the relevant security codes has been breached; and/or 

(b) are the result of the same transaction being incorrectly debited more than once to the same Card Fund, provided that you promptly inform us about this incident.       

15.3 Where we can prove on the balance of probability that you have contributed directly or due to your negligence to the losses caused by an unauthorised transaction:  

through your fraud; or  

(a) by failing to comply with the Security Requirements,  

(b) then you are liable for the actual losses which occur before we are notified of the loss, theft or misuse of your PIN or Card or a breach of the Security Requirements; or, 

(c) where you unreasonably delay notification of the misuse, loss or theft of a Card or that the security of the relevant PIN has been breached, Wirex will not be liable for any refusal to reverse the transaction or for any further charge, fee, cost, loss, or disruption of access to your account. 

15.4 If you leave your Card in an ATM, you will be liable for all losses arising from unauthorised transactions in relation to your Card as long as the ATM incorporates reasonable safety standards that lessen the risk of your Card being left in the ATM (e.g. ATMs that capture Cards that aren’t removed or which require a user to swipe and then remove a Card before commencing the transaction). 

15.5 You are responsible for checking your transaction history, knowing your account balance and identifying any/all unauthorised transactions.

16. Replacement Card

16.1 If the Card is lost, stolen or damaged, you can request a replacement by contacting Wirex support. This is subject to the Card reissue fee outlined in the PDS. 

17. Changing the Terms and Conditions  

17.1 At our discretion, we can amend these Terms and Conditions (including adding new fees, changes in fees or limitations and the services we offer) by giving you fourteen(14) days’ notice (see clause 21 below for details of how we will communicate with you).  

17.2 By continuing to use the Card after receipt of notice of the changes, you are deemed to acknowledge and accept the changes. In accordance with clause 9, you can cancel/close the Card if you do not accept the changes.

18. Your personal information (important information about your privacy)  

18.1 By purchasing and using the Card, you agree to the collection, use and disclosure of your Personal Details under these Terms and Conditions by the Issuer and their respective agents. We will not make the Card available to you if you do not agree to do so. 

18.2 You must notify us immediately of any change to your personal details (e.g. name or address) by contacting Wirex or updating your details via the App. If you do not receive a notice or communication that has been sent to the contact details you have given to us, we will not be liable. 

18.3 When purchasing the Card or adding additional funds to the Card Fund, you may be asked to submit details to the Issuer (including proof of identity). 

18.4 The Issuer will take all necessary precautions to keep personal information safe and protected in line with the Privacy Policy. 

18.5 To facilitate the provision of customer support and related services, to track compliance with these Terms and Conditions and for data analysis, anti-money laundering, crime detection, legal, compliance and fraud prevention purposes, your Personal Details may be released by the Issuer and their respective agents to third parties. In the event that we attempt to recover any money you owe under these Terms and Conditions, the Issuer may also reveal personal details to collection agencies and lawyers. 

18.6 In addition, you agree to the Issuer using your Personal Details by purchasing or enabling a Card to notify you of product features, related items, promotions and customer surveys that we may perform from time to time. You can choose not to receive further updates by clicking on the link in the marketing material to unsubscribe or by contacting us.  

18.7 Your Personal Information will be disclosed and processed outside Australia to overseas recipients including Europe for the purposes disclosed in these Terms and Conditions. All service providers are required to have adequate safeguards in place to protect your Personal Information to a standard comparable to privacy laws in Australia.  

18.8 Your Personal Details can also be used by a court order or any company or person to whom we pass our rights and responsibilities under the arrangement between you and the Issuer regulated by these Terms and Conditions, where we are required or allowed to do so as a result of any government laws and regulations. 

18.9 Personal information that is needed after the expiry of the Card or closure of your Card fund will continue to be maintained on the same terms as those set out above. 

You are entitled to request any personal information we keep about you from the Issuer. Your application must be submitted in writing and you may be asked to provide proof confirming your identity. We will delete any incorrect information that comes to our attention or correct any errors in any of your personal information. 

18.10 All telephone calls may be registered and/or tracked in order to help us deliver the services provided under these Terms and Conditions, in the interests of protection, and to help the Issuer preserve and enhance their quality of service. 

18.11 You accept that we can disclose any information relating to you to:  

(a) any law enforcement, regulatory agency or court where necessary in Australia or elsewhere by (b) any such law or regulation; and 

any individual we use to make payments in order to comply with any such law or regulation.

19. Our liability 

We will not be liable to you for any loss due to:  

(a) any directions you provide are not sufficiently clear;  

(b) any failure by you to provide correct information;  

(c) any failure due to circumstances outside our reasonable control;  

(d) any industrial dispute;  

(e) any ATM refusing or unable to accept the Card;  

(f) the manner in which you are told of any failure to accept the Card;  

(g) any indirect, exceptional or consequential losses;  

(h) any violation by you of any legislation, including currency legislation, in the country in which the Card is issued or used; any conflict between you and the supplier of any products or services purchased with the Card;  

(i) taking any action needed by any law or regulation or court order of any government, federal or state; or  

(j) any action expressly excluded or prohibited elsewhere in these Terms and Conditions. 

20. Anti-Money Laundering compliance  

20.1 We are subject to the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and related (AML/CTF Rules) laws and regulations. You must not do anything which would cause us to violate the AML/CTF Laws. 

20.2 We may delay, block or refuse to process any transaction without incurring liability for any of the following reasons:  

a) In order to manage anti-money laundering or counter-terrorism financing and economic and trade sanctions threats, or to comply with any laws or regulations in Australia or any other country. You must provide us with all information we reasonably require. We can ask you to provide more information at any time in relation to your identity and/or source of funds. 

b) Where required by relevant law, for instance, if you appear to be a "proscribed person," you accept that we may be forced to block access to the Card and immediately refuse to process or complete any transaction or suspend or terminate our agreements with you. You accept that we are not responsible to you under these conditions. 

c) Where we have reasonable grounds to believe that any laws or regulations in any jurisdiction, including the AML/CTF Laws in Australia, may be in violation by enabling the transaction to occur; 

d) Where there is suspicion that a transaction involves any individual (natural, corporate or governmental) who is sanctioned or related, directly or indirectly, to any person who is sanctioned under economic and commercial sanctions or who has been designated or appointed by any government or independent authority as a person suspected in any way of participating (or potentially participating) in terrorism or in any activities connected with terrorism imposed by Australia, the United Nations, the European Union or any country; or  

e) Where we believe that the funds related to a transaction could be indirectly or directly used for the purposes of unlawful activity. 

20.3 If, for any of the above reasons, a transaction is delayed, blocked or refused, we will not be responsible to you for, and you agree to indemnify and hold us harmless against any and all cost, fees, loss, penalties or damages sustained by you or any other person as a result of the transaction being delayed, blocked or refused.  

21. Communications  

You accept that under or in accordance with these Terms and Conditions, we can send you written notices or other correspondence either:  

(a) by writing to you at your last known residential or postal address; 

(b) by sending it to you directly or leaving it at your last known residential or postal address;  

(c) by electronic correspondence to your last known email address or which you last sent us to give us notes and communications to you; or  

(d) by publishing a notice on the website if the notice or communication is not personal to you. 

21.2 For the purposes of providing you with details relating to your VISA Prepaid Card:  

(a) we may notify you by electronic communication;  

(b) you are entitled to change your nominated email address or mobile number;  

(c) you have the right to cancel the Agreement to obtain the information electronically (a charge may apply for the provision of paper communications); and  

21.3 If we provide you with a notice or other communication by email, the content of the notice or communication may be:  

(a) stated in the body of the email; or 

(b) included as an electronic document attached to the email. 

21.4 If we send you a note or other communication:  

(a) you are taken to have received it by writing to you when it is sent in the ordinary course of the post; or 

(b) you are taken to have received it on the day of delivery by sending it to you directly or leaving it for you;  

(c) electronically, you are taken to have received it on the day it is transmitted; Or 

(d) for notices published on our Website, you are taken to have received it on the publication date. 

 21.5 In addition to the ways set out in these Terms and Conditions, by using any form authorised or allowed by a law, we may provide you with a notice or other correspondence. If we are required to use a specific method by a law, we will do so. 

21.6 You accept that we may verify your identity for the purposes of electronic communications received by us by referring to some or all of the security details information on provided by us from time to time by visiting the App. 

22. Dispute Resolution Procedure  

If you have a complaint, you can contact us via Wirex Customer Support in the Wirex App. : 


We will handle all complaints according to our internal dispute resolution procedure.  

Our dispute resolution procedure requires that we acknowledge your complaint within twenty-four (24) hours, and provide a final response within thirty (30) days’. If we are unable to resolve your complaint to your satisfaction after the thirty (30) days’, you may be eligible to escalate the complaint to Australian Financial Complaints Authority (AFCA), an external dispute resolution service.   

22.2 The period of 30 days’ may be extended in exception circumstances or where the Issuer decides to resolve the complaint under the rules of the VISA scheme. If you wish to escalate the complaint, please tell us and we will facilitate referral free of charge.    

You may contact the Licensor by:  

Phone 03 9013 0066 
Mail  G.P.O Box 171, 380 Bourke Street, Melbourne VIC 3000 AUSTRALIA 


You may contact the Issuer’s external dispute resolution service by:  

Australian Financial Complaints Authority (AFCA)  

Phone 1800 931 678 
Fax 03 9613 6399 
Mail GPO BOX 3, Melbourne VIC 3001 


23. Governing law  

23.1 These Terms and Conditions shall be regulated by the laws of Victoria, Australia. 

23.2 You agree to the non-exclusive jurisdiction of the courts of Victoria to resolve any disputes or legal issues relating to these Terms and Conditions. 

23.3 Failure or a delay by Wirex to enforce any of these Terms and Conditions upon a breach does not amount to a waiver of its rights to enforce them at any later time within the applicable statutory limitation period.