Hero Wallet

1. About

These Terms are our agreement with you about the use of your Employment Hero, Hero Wallet Card and your Hero Wallet Account. You agree to these Terms when you apply for your Employment Hero, Hero Wallet Card and Hero Wallet Account. It is really important that you understand these Terms because they set out our agreement on what will happen with things like how we use your information, security, fees and charges and limits.

Please also carefully read the Product Disclosure Statement (PDS) you were provided with when you applied for the Employment Hero, Hero Wallet Card and your Hero Wallet Account as these Terms form part of the PDS and together form our agreement with you for use of the Employment Hero, Hero Wallet Card and your Hero Wallet Account. You can find the PDS here https://employmenthero.com/legals/hero-wallet-pds

Please contact the Employment Hero, Hero Wallet Support team if you don’t understand anything in this document and we can explain things further for you.

Hero Wallet Customer Support Team

9am –5pm, Monday to Friday

2/439-441 Kent Street, Sydney, NSW

2. Meaning of words

In these Terms, words that have a capital letter have the following meaning:

Account means the Hero Wallet Account issued by Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No 515 459 (Hay).

Available Balance: means the available funds in your Hero Wallet Account at a particular point in time (in AUD) which you can see in the Hero Wallet App.

Authorised Agent means Employment Hero who is authorised by HaaS

Card means the Visa Debit card which is issued by Hay .

Corporate Authorised Representative (CAR) means the authority to arrange, distribute and give general product advice given to Haas by Hay and registered with ASIC. Hay as a Service Pty Ltd ABN 75 645 062 611 (HaaS) holds CAR No 001293961.

Customer means approved individual holding a valid Card and Account with Employment Hero.

Client Monies means the Customer’s Available Balance held in trust with National Australia Bank Limited ABN 12 004 044 937 AFSL and Australian Credit Licence 230686 (NAB) for the benefit of the Customer.

Digital Account means the account that represents your available balance but is not a bank account.

Hero Wallet Account means the digital account that is linked to your Hero Wallet Card.
Hero Wallet App means the app used to access the Hero Wallet product and its features.
Hero Wallet Card means the Debit Visa card which is issued by Hay.
Issuer means Hay
Passcode means the 6-digit passcode you nominate when signing up to Employment Hero to protect access to the Hero Wallet App.
Pay Anyone means a payment from your Hero Wallet Account to another person’s account with an Australian Financial Institution by using the BSB and account number of the person to whom you are making the payment.
PIN means the 4-digit personal identification number used to protect access to your Hero Wallet Card which is created by you when Activating your Hero Wallet Card in the Hero Wallet App.
Unauthorised Transactions means a transaction which you haven’t authorised and has been made without your knowledge and consent.
Visa means Visa Worldwide PTE Ltd.
Google is a trademark of and means Google Inc. and includes its related bodies corporate and affiliates.
Android Device means a mobile device capable of connecting to the internet which is ‘compatible’ with the Google Pay App.
Apple means Apple Pty Limited ABN 46 002 510 054 and its related bodies corporate and affiliates.
Apple Device means a device such as an iPhone, iPad, Mac, Apple Watch or other supported device which uses the Apple operating system and supports Apple Pay.

3. The Employment Hero, Hero Wallet Card and Hero Wallet Account

The Employment Hero, Hero Wallet Card is a Visa Debit card. When you are issued with an Hero Wallet Card you will receive a physical version of the Hero Wallet Card which is linked to your Hero Wallet Account within the Hero Wallet App. Once you have added funds to your Hero Wallet Card, you can use it anywhere in the world (where Visa Debit cards are accepted) to access your Available Balance and make payments.

You can use the Hero Wallet Card to withdraw cash at ATMs (note there is a daily limit that applies (see clause 7.2). Your Hero Wallet Card is linked to your Hero Wallet Account. You can make Pay Anyone transactions from your Hero Wallet Account via the Hero Wallet App.

You only access the value you have added to your Hero Wallet Account. The Employment Hero Card is not a credit card.

4. Eligibility

To apply for a Employment Hero, Hero Wallet Card and Hero Wallet Account, you must be at least 16 years old and comply with any of our eligibility criteria communicated during the onboarding process.

5. Anti-Money Laundering and Counter-Terrorist Financing

As part of the application process we will require evidence of who you are and where you live. As part of our legal obligations, we need to check the information you provide against records maintained by credit reporting and fraud prevention agencies/ organisations. However, we don’t perform a credit check on you and the searches we perform are only for verifying your identity.

You must let us know as soon as possible when any of your details change.

We may need to block, delay, freeze or refuse transactions or suspend or close your account where we reasonably consider that a transaction is fraudulent or in breach of anti-money laundering laws or where we have concerns regarding your money laundering or terrorism financing risk. We are not responsible for any loss that arises where this occurs. Where we can, we will let you know why we have stopped the transaction. However, in some cases our legal obligations will stop us from being able to tell you.

6. Activating your Hero Wallet Card

Once we have approved your application for a Hero Wallet Card and Hero Wallet Account, we will post you the Hero Wallet Card. Before you use your Hero Wallet Card for the first time you will need to activate it in the settings of your Hero Wallet App.

7. Using your Hero Wallet Card

07.01 Loading value on your Hero Wallet Card and Hero Wallet Account

You can add funds to your Hero Wallet Account by transferring from an account held with another financial institution.

You can find instructions for how you can transfer value to your Hero Wallet Account in the Hero Wallet App.

We may also add new ways to get money into your Hero Wallet Account in future so check the Hero Wallet App for this information.

Payments to your Hero Wallet Account will be credited to your Available Balance when they have cleared.

Once the value is showing in your Hero Wallet Account, you can use it to make payments on your Hero Wallet Card.

07.02 Limits

There are default limits that apply to the Hero Wallet Card and Hero Wallet Account for:

$500 Maximum value you can store in your Hero Wallet Account at any one time

$500 Maximum top up per day

$200 Maximum transfer out per day

$20 Maximum ATM cash out per day

$50 Maximum total spend on Hero Wallet Card per day

$50 Maximum single transaction amount on Hero Wallet Card

At any time, we can adjust the limits to protect your interests or ours.

You can find the actual limits that apply to your Hero Wallet Card and Hero Wallet Account within the Hero Wallet App.

We will let you know via the Hero Wallet App if your limits are adjusted. Please check the Limits section in the Hero Wallet App so you know what limits apply to your use of the Hero Wallet Card.

07.03 ATM withdrawals inside Australia (AUS)

You can withdraw cash from your Available Balance using your Hero Wallet Card at any ATM up to the limit that applies for ATM transactions.

There are no Hero Wallet fees for using ATMs. However, you may be charged fees by other financial institutions or ATM providers when using some ATMs.

07.04 ATM withdrawals outside AUS

Employment Hero does not charge a fee for using an ATM while outside Australia. ATM operator fees may apply.

07.05 Card transactions

You can use your Hero Wallet Card to make payments anywhere that Visa Debit cards are accepted.

Within Australia you can make contactless transactions under $100 without using your PIN. Contactless limits may vary in different countries. Like with any transaction, please make sure you check the amount is correct on the terminal before authorising a contactless transaction.

We will deduct the amount of any transaction using your Hero Wallet Card from your Available Balance. You can’t stop payment on a transaction after it has been completed. For mistaken or disputed payments please refer to clause 10.

We do not allow negative balances.

Sometimes a transaction cannot be processed due to reasons outside of our control, like where there are network issues which may affect the relevant payment terminal. We are not responsible where a transaction authorisation is declined for any reason.

07.06 Account transactions

You can make Pay Anyone payments from your Hero Wallet Account using the Hero Wallet App. It is really important to enter the correct BSB and account information when authorising internet payments from your Hero Wallet Account. Where you enter the wrong information:

Funds may be credited to the account of an unintended recipient if the BSB number and/ or identifier do not belong to the person you name as the recipient; and
It may not be possible to recover funds from an unintended recipient.

07.07 Using your Hero Wallet Card outside Australia

All transactions in foreign currencies will be converted into Australian dollars.

All foreign currency transactions will be processed using the foreign exchange rate determined by Visa at the time of settlement. We do not charge fees, margins, or spreads for foreign exchange payments.

The actual foreign exchange rate that has been applied will be shown in your Hero Wallet App on settlement.

07.08 Restrictions on use

You can’t use your Hero Wallet Card or Hero Wallet Account for any illegal purposes including purchasing anything that is illegal under Australian law. You can’t sell or give your Hero Wallet Card to any other person; it is only for your personal use. You can only have one Hero Wallet Card at a time.

8. Fees

Current fees and charges that apply to your Hero Wallet Card and Hero Wallet Account can be found here https://employmenthero.com/product/hero-wallet

We will debit your Available Balance for any fees that are payable to us.

We will let you know at least 30 days before a change takes effect through the Hero Wallet App of any fee changes so that you can stop using the Hero Wallet Card if you don’t like our new fees. Merchants and financial institutions may also impose fees or surcharges.

9. Security

09.01 Protecting your Hero Wallet Card information and PIN and Passcode

It is important you keep your Hero Wallet App, Hero Wallet Card information, PIN and Passcode secure. This means that you must not unnecessarily disclose the card number on your Hero Wallet Card, write a PIN or Passcode down either on the Hero Wallet Card or on something you carry with the Hero Wallet Card, or share your PIN or Passcode with any other person.

09.02 What to do when you suspect your Hero Wallet Card is compromised or lost

If you believe your physical Hero Wallet Card is lost (and there’s a chance you’ll find it) you can simply deactivate your Hero Wallet Card in the Hero Wallet App so that it cannot be used. While the physical card is deactivated you can continue to make payments from your Hero Wallet Account. After you have deactivated your Hero Wallet Card, you will not be able to use your Hero Wallet Card until you reactivate it.

If you believe your Hero Wallet Card has been lost, damaged or compromised (not just temporarily lost) then you must immediately report your Hero Wallet Card lost or stolen within the Hero Wallet App and request a new Hero Wallet Card.

10. Responsibility for mistaken or Unauthorised Transactions

Where you think a transaction is an Unauthorised Transaction or is otherwise incorrect, please get in touch with us immediately via the Hero Wallet App and provide as much information as you can about the relevant transaction so we can investigate further.

There are specific circumstances and time frames where we can claim a refund in connection with a disputed transaction. This means that our ability to investigate a disputed transaction is limited to the time frames imposed by payment service providers and schemes that we deal with so it is important to let us know as soon as possible after you become aware of a disputed transaction

10.01 Mistaken payment

Where you make a mistake when making a payment, we will try to reverse the transaction and retrieve your funds. However, if we can’t reverse the transaction, we are not responsible, and you will be liable for the mistaken payment.

10.02 Incorrect payments/issues with a purchase

If you have a problem with a purchase made with your Hero Wallet Card or a disputed transaction, the first step is to get in touch with the merchant you made the purchase from.

If you cannot resolve the matter with the merchant, contact us about the disputed transaction via the Hero Wallet App.

11. Lost, stolen Hero Wallet Card or compromised PIN

You will not be responsible for Unauthorised Transactions:

that occur before your Hero Wallet Card is issued to you;
that occur after you have disabled or cancelled your Hero Wallet Card and while it remains disabled; or
where you didn’t contribute to the Unauthorised Transaction.

We may consider that you have contributed to an Unauthorised Transaction where:

you have not kept your Hero Wallet Card, PIN or Passcode reasonably secure; or
there was an unreasonable delay in freezing or cancelling your Hero Wallet Card where you believed it was lost, stolen or otherwise compromised.

12. Transaction history

You can view your transaction history in the Hero Wallet App at any time. We take security very seriously but please regularly check it to make sure there is nothing unusual such as:

transactions you don’t recognise;
transactions you didn’t authorise;
transactions where you never received the relevant goods or services;
transactions where the purchase price differs to the purchase amount; or
you think a transaction may have been duplicated.

13. Card and Account cancellation

We can cancel the Hero Wallet Card where we have concerns about security and to protect your Available Balance where we suspect the Hero Wallet Card has been compromised.

If we become aware that you haven’t done what you’ve agreed to do as set out in these Terms we may cancel your Hero Wallet Account. If this happens, we will let you know as soon as possible and refund your Available Balance to your nominated account.

14. Card expiry

The expiry date is shown on your Hero Wallet Card. We will contact you prior to the expiry to let you know next steps for continuing to use your Hero Wallet products after the expiry date.

15. How to close your Hero Wallet Account

You can close your Hero Wallet Account by contacting us via the Hero Wallet App or directly using email Herowallethelp@employmenthero.com. We need to wait for all payments to be settled before your Hero Wallet Account is closed. After your Hero Wallet Account is closed, you will no longer be able to use your Hero Wallet Card.

You will remain liable for any transactions that were not processed, or that occur, on your Hero Wallet Account (including, but not limited to, outstanding merchant purchases) at the time the Hero Wallet Account is closed.

You must also pay to us all unpaid fees and charges prior to closing the Hero Wallet Account.

16. How we can communicate with each other (notices)

You can contact us via the Hero Wallet App or the Hero Wallet email address Herowallethelp@employmenthero.com.

We may give you any information, notices or other documents related to the Hero Wallet Card or Hero Wallet Account by:

notification (including a push notification) or message sent to you or your device through the Hero Wallet App;
by email to the email address recorded for you in the Hero Wallet App;
by letter to the address recorded for you in the Hero Wallet App.

17. Privacy

We will collect, handle and use your personal information in accordance with our privacy policy available at https://employmenthero.com/legals/privacy/herowallet

Our privacy policy contains important information about the purposes for which we collect personal information, the entities to which we may disclose the information we collect (including any overseas disclosures that we may make), how you can access and seek correction of the personal information we hold about you or how you can make a complaint about our handling of your personal information.

18. Limits and responsibility

We are responsible for things that occur that are our fault. This includes things like your Available Balance being incorrectly debited due to our error or our fraud.

We are not responsible for things outside of our control like;

where a merchant does not accept your Hero Wallet Card;
delays or interruptions not caused by us;
transactions not being able to be processed, despite us taking reasonable precautions;
a dispute between you and the supplier of goods or services purchased with the Hero Wallet Card; or
compliance with our regulatory obligations.

Where we are responsible, to the extent permitted by law and Visa scheme rules, the most we are responsible for is the value of a transaction processed due to our error or, for other things that we may be responsible for, the amount of your Available Balance.

If the laws in Australia impose any guarantees, warranties or conditions on the Hero Wallet Card or Hero Wallet Account, then our liability for a breach of such guarantee, warranty or conditions will be limited to:

supplying the services again; or
the payment of the cost of having the services supplied again.

19. Complaints

You can find our complaints process here https://employmenthero.com/legals/privacy/herowallet which sets out what you can do if you have any complaint or dispute relating to your Hero Wallet Card or Hero Wallet Account.

20. Changes to these terms

We can change these Terms and any information in the PDS relating to the Terms at any time by uploading the new Terms or PDS to our website and letting you know about the changes via the Hero Wallet App. If you keep using your Hero Wallet Card or Hero Wallet Account after the change becomes effective, this shows that you agree to the changes.

Where we decide to charge new fees or increase our fees or any other changes are made which are not in your favour, we will give you at least 30 days’ notice before the change so you can stop using your Hero Wallet Card or Hero Wallet Account if you don’t like the change.

21. Governing law

The laws of New South Wales will govern the Hero Wallet Card, and any legal questions concerning this agreement.