Terms Of Service
Version 1.0 * September 2023
Personal terms
1. Why this information is important
This document sets out the terms and conditions for your 3kle personal account (your account) and its related services. It also sets out other important things that you need to know. These terms and conditions, along with the Fees page, Privacy Policy and any other terms and conditions that apply to our services, form a legal agreement (the "Agreement", or the "Terms") between:
• you, the account holder; and
• us, 3kle.
We are a UK and Nigeria registered company which is authorized to offer our products and services to you our customers under the available regulatory acts. You need to understand how your account works. You can ask for a copy of these terms and conditions through the 3kle app, at any time. If you'd like more information, you might find it helpful to read our FAQs but these FAQs don't form part of our agreement with you. The main way we provide our services is through the 3kle mobile app. However, we provide our services in other ways too, like through web pages, other apps, APIs and other means. These terms apply whenever and however you access our services. This means they apply to all the ways you can access a particular service, even if we refer to the service being accessed through a specific means in these terms. For example, when we talk about 3kle Card payments, we mean payments using a physical card, but also a virtual card or a card added to Apple Pay, Google Pay or 3kle Pay.
2. What type of account is my 3kle Account?
We offer both the NUBAN a 10-digit Bank Account Number format and a Virtual account that holds your e-money. It may hold e-money in different currencies at the same time. E-money is an electronic alternative to cash. If you or someone else gives us money in one currency, we'll issue an equivalent value of e-money in that currency. We'll store the e-money in your account, and other people will accept it as payment. In these terms, we use ‘money’ to refer to e-money.
3. Using money in your account
Once you have e-money in your account you'll be able to use our services. For example, you can do the following:
• send money to and receive money from other 3kle accounts and non-3kle accounts;
• change money from one currency to another (we call this a "currency exchange"). The currencies available might change occasionally;
• make payments and withdraw cash using your 3kle Card; and
• View information about and manage your account.
We add new features and services all the time. We’ll let you know about these through the 3kle app.
4. Can I open a 3kle account?
Normally, you must be 18 or over to open a 3kle account. If you are under 18 and we let you have a 3kle account or any other service, we'll let you know any special terms and conditions that apply. When you ask us to open an account, we or someone acting for us will ask for information about you and where the money you will put in your account comes from. We do this for several reasons, including to check your credit score and identity, and to meet our legal and regulatory requirements. Our Privacy Policy explains more about how we use your information for these and other purposes. When we have the information we need, we will open your account. You can’t:
• open more than one 3kle personal account;
• use a 3kle personal account for business purposes; or
• open a new 3kle account if we've previously closed a 3kle account.
If you want to use a 3kle account for business purposes, you will need to apply for a 3kle Business account under these terms and the 3kle Business Account terms, or you can apply for a business account under our Business terms. You otherwise cannot use your 3kle account for business purposes. Keep us in the loop
Please keep your details up to date and let us know immediately if any information you've given us changes. If we discover that any of your information is incorrect, we will update it.
To meet our legal and regulatory requirements we might sometimes need to ask for more information about you (for example, if your spending increases). Please provide this information quickly so that there is no disruption to your account or our services.
5. How do I get information on payments into and out of my account?
You can check all payments into and out of your account through the 3kle app. We will not make any changes to your account information. It will be available to you through the 3kle app while you are a customer. If you need to keep a copy of the information after your account is closed, you will need to download it while your account is still active. You can download this information from the app at any time. We will send a notification to your mobile device each time a payment goes into or out of your account. You can turn off these notifications, but if you do, you should regularly check your payments on the 3kle app. You must know what payments go into and out of your account, so we recommend that you do not turn off notifications. Communicating with you
We'll usually communicate with you through the 3kle app.
This is how we will provide account information and tell you about any fraud, or suspected fraud, relating to your account. It is also how we will tell you if there is a security threat to your account. Make sure you regularly check the 3kle app for this information. To help keep your account safe, download the latest software for your mobile device and the latest version of the 3kle app as soon as they are available.
We may also communicate with you by text message or email, so you should regularly check your text messages and email account.
We will usually communicate with you in English.
6. How do I close my account?
You can close your account, and so end this agreement, at any time by letting us know. You can do this through the 3kle app, by writing to us at our head office or by emailing us at team@3kle.com
You will still have to pay any charges you've run up (for example, if you've asked for an extra 3kle Card). We may also charge you any cancellation fees that apply to other agreements you've entered into with us (for example, if you cancel your subscription).
If you, or we, close your account, we will give you at least 60 days to withdraw the money we hold for you (unless there are reasons preventing the transfer). This means any ordinary payment limits, and fees, will also still apply. For example, any limits on the minimum value of payments that apply while your account is open will also apply when your account is closed.
After these 60 days, you will no longer be entitled to any free payments that your plan entitled you to while your account was open. For any transfer you request, we charge our standard fee, subject to a minimum of £1. For example, if you request an international payment which you would have paid £5 for while your account was open then you will be charged £5, but if you request a local payment which would have been free while your account was open then you will pay £1. If your remaining balance is less than or equal to £1 at the beginning of the 60 days or drops below it at any time during that period, the fee will be charged automatically and your account will be permanently closed after the period ends.
If you want us to send you money in a different currency than the currency we're holding for you, we will convert the currency using the rate that applies at the time, and take our usual fee, before sending the money to you.
If your account has been temporarily restricted, we may not be able to close your account until we have completed our enquiries.
7. What happens after my account is closed?
We'll hold back enough money to cover any payments that you approved before your account was closed. You'll also still owe us any money that you owed us while your account was open
How do I get access to my money after my account has closed?
For six years after your account has closed or your 3kle Card has expired, you'll be able to contact customer services (team@3kle.com) and ask them to send you the money we still hold for you.
Once your account is closed you can withdraw your money in any currency you hold in your account at that point by transferring it to another bank account. If you need to carry out a currency exchange before withdrawing, you will only be able to convert the money into your base currency (the currency of the country you live in).
8. How is my money protected?
When we become aware of payment for your account, or you add money to it, we issue the equivalent value of e-money to your account immediately.
When we receive that payment or the money you add, we quickly either:
• place it into one of the dedicated client money bank accounts that we hold with large commercial or central banks (client money accounts keep your money separated from our own money, and the types of banks we can use are set by regulations); or
• invest it in low-risk assets that have been approved by our regulator, which are also kept in dedicated client accounts with financial institutions.
We call this "safeguarding".
The time at which we receive payment for you or receive the money you add depends on how we receive it:
• We only become aware of inbound bank transfers when they arrive in our bank account. When we receive these transfers, we issue the e-money to your account straight away.
• When you add money on the 3kle app (for example, by using your stored card, Apple or Google pay, or some other payment methods), we know the payment is coming before we receive it, so we issue the e-money to your account straight away. However, we don’t safeguard the money for these payments until we receive them. If it’s been more than five business days since we issued you the e-money but the payment still hasn't arrived, we safeguard the money for you, using our own money, anyway.
A business day is a day other than a weekend or bank holiday in England.
We keep safeguarding your money until you pay it out. This happens when you spend or withdraw it using your 3kle card, send it to another bank account or 3kle user, or spend it in any other way.
What would happen in insolvency?
Safeguarding helps protect you if you were to become insolvent. If that were to happen, you (and all our other customers) would be paid out your e-money balances from our client money bank accounts. This process would be handled by an insolvency practitioner, not by us. However, safeguarding regulations make sure that once any costs related to insolvency are paid out you will be paid from our client money accounts before anyone else.
9. Keeping your 3kle account safe
We do everything we can to keep your money safe. We ask you to do the same by keeping your security details and 3kle account and card safe.
This means you shouldn't keep your security details near your 3kle Card or a device you use to access your account, and you should disguise or protect them if you write them down or store them. Don’t share your security details with anyone other than an open-banking provider or third-party provider who is acting in line with regulatory requirements. We've explained more about open-banking providers and third-party providers in section 10.
Sometimes it's easy to forget to take the steps you should take to keep your money safe. Here are a few tips:
• make sure you close down the 3kle app (or any other means of accessing your account) when you're not using it;
• keep the devices you use to access your 3kle account secure;
• keep the factors used to log into your 3kle account (like your email account and sim card or phone number) secure and don't let other people use them; and
• download the latest software for the device you are accessing 3kle from and the latest version of the 3kle app as soon as they are available.
Contact us through the 3kle app, as soon as possible, if your 3kle Card is lost or stolen, or if your 3kle Card or security details could be used without your permission.
1. Why this information is important
This document sets out the terms and conditions for your 3kle personal account (your account) and its related services. It also sets out other important things that you need to know. These terms and conditions, along with the Fees page, Privacy Policy and any other terms and conditions that apply to our services, form a legal agreement (the "Agreement", or the "Terms") between:
• you, the account holder; and
• us, 3kle.
We are a UK and Nigeria registered company which is authorized to offer our products and services to you our customers under the available regulatory acts. You need to understand how your account works. You can ask for a copy of these terms and conditions through the 3kle app, at any time. If you'd like more information, you might find it helpful to read our FAQs but these FAQs don't form part of our agreement with you. The main way we provide our services is through the 3kle mobile app. However, we provide our services in other ways too, like through web pages, other apps, APIs and other means. These terms apply whenever and however you access our services. This means they apply to all the ways you can access a particular service, even if we refer to the service being accessed through a specific means in these terms. For example, when we talk about 3kle Card payments, we mean payments using a physical card, but also a virtual card or a card added to Apple Pay, Google Pay or 3kle Pay.
2. What type of account is my 3kle Account?
We offer both the NUBAN a 10-digit Bank Account Number format and a Virtual account that holds your e-money. It may hold e-money in different currencies at the same time. E-money is an electronic alternative to cash. If you or someone else gives us money in one currency, we'll issue an equivalent value of e-money in that currency. We'll store the e-money in your account, and other people will accept it as payment. In these terms, we use ‘money’ to refer to e-money.
3. Using money in your account
Once you have e-money in your account you'll be able to use our services. For example, you can do the following:
• send money to and receive money from other 3kle accounts and non-3kle accounts;
• change money from one currency to another (we call this a "currency exchange"). The currencies available might change occasionally;
• make payments and withdraw cash using your 3kle Card; and
• View information about and manage your account.
We add new features and services all the time. We’ll let you know about these through the 3kle app.
4. Can I open a 3kle account?
Normally, you must be 18 or over to open a 3kle account. If you are under 18 and we let you have a 3kle account or any other service, we'll let you know any special terms and conditions that apply. When you ask us to open an account, we or someone acting for us will ask for information about you and where the money you will put in your account comes from. We do this for several reasons, including to check your credit score and identity, and to meet our legal and regulatory requirements. Our Privacy Policy explains more about how we use your information for these and other purposes. When we have the information we need, we will open your account. You can’t:
• open more than one 3kle personal account;
• use a 3kle personal account for business purposes; or
• open a new 3kle account if we've previously closed a 3kle account.
If you want to use a 3kle account for business purposes, you will need to apply for a 3kle Business account under these terms and the 3kle Business Account terms, or you can apply for a business account under our Business terms. You otherwise cannot use your 3kle account for business purposes. Keep us in the loop
Please keep your details up to date and let us know immediately if any information you've given us changes. If we discover that any of your information is incorrect, we will update it.
To meet our legal and regulatory requirements we might sometimes need to ask for more information about you (for example, if your spending increases). Please provide this information quickly so that there is no disruption to your account or our services.
5. How do I get information on payments into and out of my account?
You can check all payments into and out of your account through the 3kle app. We will not make any changes to your account information. It will be available to you through the 3kle app while you are a customer. If you need to keep a copy of the information after your account is closed, you will need to download it while your account is still active. You can download this information from the app at any time. We will send a notification to your mobile device each time a payment goes into or out of your account. You can turn off these notifications, but if you do, you should regularly check your payments on the 3kle app. You must know what payments go into and out of your account, so we recommend that you do not turn off notifications. Communicating with you
We'll usually communicate with you through the 3kle app.
This is how we will provide account information and tell you about any fraud, or suspected fraud, relating to your account. It is also how we will tell you if there is a security threat to your account. Make sure you regularly check the 3kle app for this information. To help keep your account safe, download the latest software for your mobile device and the latest version of the 3kle app as soon as they are available.
We may also communicate with you by text message or email, so you should regularly check your text messages and email account.
We will usually communicate with you in English.
6. How do I close my account?
You can close your account, and so end this agreement, at any time by letting us know. You can do this through the 3kle app, by writing to us at our head office or by emailing us at team@3kle.com
You will still have to pay any charges you've run up (for example, if you've asked for an extra 3kle Card). We may also charge you any cancellation fees that apply to other agreements you've entered into with us (for example, if you cancel your subscription).
If you, or we, close your account, we will give you at least 60 days to withdraw the money we hold for you (unless there are reasons preventing the transfer). This means any ordinary payment limits, and fees, will also still apply. For example, any limits on the minimum value of payments that apply while your account is open will also apply when your account is closed.
After these 60 days, you will no longer be entitled to any free payments that your plan entitled you to while your account was open. For any transfer you request, we charge our standard fee, subject to a minimum of £1. For example, if you request an international payment which you would have paid £5 for while your account was open then you will be charged £5, but if you request a local payment which would have been free while your account was open then you will pay £1. If your remaining balance is less than or equal to £1 at the beginning of the 60 days or drops below it at any time during that period, the fee will be charged automatically and your account will be permanently closed after the period ends.
If you want us to send you money in a different currency than the currency we're holding for you, we will convert the currency using the rate that applies at the time, and take our usual fee, before sending the money to you.
If your account has been temporarily restricted, we may not be able to close your account until we have completed our enquiries.
7. What happens after my account is closed?
We'll hold back enough money to cover any payments that you approved before your account was closed. You'll also still owe us any money that you owed us while your account was open
How do I get access to my money after my account has closed?
For six years after your account has closed or your 3kle Card has expired, you'll be able to contact customer services (team@3kle.com) and ask them to send you the money we still hold for you.
Once your account is closed you can withdraw your money in any currency you hold in your account at that point by transferring it to another bank account. If you need to carry out a currency exchange before withdrawing, you will only be able to convert the money into your base currency (the currency of the country you live in).
8. How is my money protected?
When we become aware of payment for your account, or you add money to it, we issue the equivalent value of e-money to your account immediately.
When we receive that payment or the money you add, we quickly either:
• place it into one of the dedicated client money bank accounts that we hold with large commercial or central banks (client money accounts keep your money separated from our own money, and the types of banks we can use are set by regulations); or
• invest it in low-risk assets that have been approved by our regulator, which are also kept in dedicated client accounts with financial institutions.
We call this "safeguarding".
The time at which we receive payment for you or receive the money you add depends on how we receive it:
• We only become aware of inbound bank transfers when they arrive in our bank account. When we receive these transfers, we issue the e-money to your account straight away.
• When you add money on the 3kle app (for example, by using your stored card, Apple or Google pay, or some other payment methods), we know the payment is coming before we receive it, so we issue the e-money to your account straight away. However, we don’t safeguard the money for these payments until we receive them. If it’s been more than five business days since we issued you the e-money but the payment still hasn't arrived, we safeguard the money for you, using our own money, anyway.
A business day is a day other than a weekend or bank holiday in England.
We keep safeguarding your money until you pay it out. This happens when you spend or withdraw it using your 3kle card, send it to another bank account or 3kle user, or spend it in any other way.
What would happen in insolvency?
Safeguarding helps protect you if you were to become insolvent. If that were to happen, you (and all our other customers) would be paid out your e-money balances from our client money bank accounts. This process would be handled by an insolvency practitioner, not by us. However, safeguarding regulations make sure that once any costs related to insolvency are paid out you will be paid from our client money accounts before anyone else.
9. Keeping your 3kle account safe
We do everything we can to keep your money safe. We ask you to do the same by keeping your security details and 3kle account and card safe.
This means you shouldn't keep your security details near your 3kle Card or a device you use to access your account, and you should disguise or protect them if you write them down or store them. Don’t share your security details with anyone other than an open-banking provider or third-party provider who is acting in line with regulatory requirements. We've explained more about open-banking providers and third-party providers in section 10.
Sometimes it's easy to forget to take the steps you should take to keep your money safe. Here are a few tips:
• make sure you close down the 3kle app (or any other means of accessing your account) when you're not using it;
• keep the devices you use to access your 3kle account secure;
• keep the factors used to log into your 3kle account (like your email account and sim card or phone number) secure and don't let other people use them; and
• download the latest software for the device you are accessing 3kle from and the latest version of the 3kle app as soon as they are available.
Contact us through the 3kle app, as soon as possible, if your 3kle Card is lost or stolen, or if your 3kle Card or security details could be used without your permission.