11Onze Consumers Ltd Programme

This page provides information about the payment services product provided by Weavr in association with Paynetics AD/UK.

Your product is provided in accordance with the following terms and conditions: https://www.11onze.cat/en/terms-conditions/

Any updates to these terms and conditions will be provided to you with at least 2 months notice and will be posted here.

The following fees and limits are applicable to your account, card and/or any other service provided to you under this agreement, and can be amended from time to time. Immediate changes (without notice to you) can be made to the exchange rates used to convert Account or Card payments where such changes are the result of changes in the reference rate we have disclosed to you or are more favourable to you.

Table of Fees and Charges

If a payment using a Card is in a currency other than the currency of the Account from which it is taken, then the amount deducted will be the amount of the Card payment converted to the currency of the Account using the reference exchange rate applied by MasterCard® (available at https://www.mastercard.co.uk/en-gb/personal/get-support/convert-currency.html) plus the currency conversion mark-up fee set out in the table above for Card payments (Forex Fee).

The exchange rate shall be determined on the date of the Card payment is processed. The ‎exchange rate is not set by Paynetics and varies throughout the day meaning it may ‎change between the date the Card payment is made and the date it is processed. Paynetics provides information on the total currency conversion charges ‎applicable with respect to Card payments, expressed as a percentage mark-up over the ‎latest available euro foreign exchange reference rates issued by the European Central Bank

Reporting your card Lost or Stolen

You can report your card as lost or stolen at any time by calling the following number +44 20 3769 8510 and your card will be blocked

Making a Complaint

We will provide you with a copy of our complaints ‎procedure on your request or if we receive a ‎complaint from you. ‎In most cases, Paynetics will review your complaint and provide a full response within 15 business days from the date the complaint is received. In exceptional circumstances, where Paynetics is unable to respond to your complaint in full within that timeframe, Paynetics will send you a holding response with reasons for the delay and the timeframe within which you will receive a full response, which in any case will be within 35 business days from the date your complaint was received.

Where the payment services under this Agreement are provided in the UK, if Paynetics fails to provide a full response to your complaint within the time limit referred to above or has failed to resolve your complaints to your satisfaction, you may refer your complaints to the Financial Ombudsman Service (Exchange Tower, London E14 9SR, phone 0800 023 4567, email complaint.info@financial-ombudsman.org.uk‎). Details of the service offered by the Financial Ombudsman Service are available at www.financial-ombudsman.org.uk.

Where the payment services under this Agreement are provided in the EEA, if Paynetics fails to provide a full response to your complaint within the time limit referred to above or has failed to resolve your complaint to your satisfaction, you may refer your complaints to the Payment Disputes Conciliation Committee with the Commission for Consumer Protection (1000, Sofia, 1 Vrabcha Str, fl. 4, Bulgaria). Details of the service offered by the Payment Disputes Conciliation Committee are available at www.kzp.bg and https://abanksb.bg/pkps/pkps-contacts-En.html.

Should you wish to make a complaint, please contact 11onze in the first instance using the contact details below:

Contact Details for 11onze

Should you wish to contact us for any reason, you can do so from 7 a.m. to 11 p.m., CET, from Monday to Sunday:

• by phone: +34 930 03 49 74
• by email: ‎suport@11onze.cat
• by writing at Carrer Perú 186 bis, 08020, Barcelona.

Report lost, stolen or misappropriated Cards or other unauthorised access to your Account (available 24 hours a day):

• Via the app;
• Via +44 20 3769 8510‎