MobalPay Terms and Conditions

Changes to our Terms and Conditions:

We reserve the right to change our Terms and Conditions from time to time. If we make any changes that may affect your MobalPay service, we will always notify you by email.

Our Agreement

These Terms and Conditions detail the agreement between the MobalPay card user, (“You”), and the MobalPay card provider, Mobell Communications Ltd. Japan Branch (“Us”/“We”).

We are a company registered in Japan authorised by Kanto Finance Bureau to issue Prepaid Payment Instruments via the Payment Services Act. Our registration number is 00760 and our Japanese company number is 0104-03-003874.

By using MobalPay, you agree to the Terms and Conditions as detailed below.

Eligibility and Restrictions

To qualify for the MobalPay service you must
- Be over 18 years of age.
- Have proof of Japanese residence.
When applying for your MobalPay card you will be asked to upload identification documents to prove your eligibility. Basic security and/or identification checks will be carried out as part of the application process, and in some instances, we may need to contact you to obtain more information before your application can be accepted. By applying for the MobalPay card you are authorising us to carry out these checks.

You may only have one active MobalPay card on your account at any one time.

Your Right to Cancel

If you're not completely satisfied with your MobalPay card for any reason you can take advantage of our Money Back Guarantee. Simply email us at returns@mobalpay.comwithin 8 days of receipt telling us why you are not satisfied. We will refund the set-up fee of the MobalPay card by bank transfer. We are unable to refund by cash.
The Money Back Guarantee does not cover shipping charges, top-up balances, subscription fees or any other charges relating to your MobalPay card.

Shipping

For your security your MobalPay card will be shipped to the address provided on your identification document. Your order will be shipped using the delivery method selected at the point of purchase. A signature may be required at delivery.

There may be a fee for re-routing or cancelling your order after it has been shipped. If your order has not arrived a replacement may not be issued until the maximum estimated delivery date has been reached. If this date has passed and you have still not received your order, email returns@mobalpay.com.A replacement card may not be issued if you have not allowed sufficient time for delivery.

If your order is returned to us, we will notify you by email. Please follow the instructions in the email promptly. Failure to do so may result in the termination of your MobalPay service.

Please check the contents of your package carefully and notify us within 8 days of any missing or incorrect items.

Faulty Cards

If there is a fault with your MobalPay card within 12 months of purchase we will replace it. Please email support@mobalpay.com.

Your Online Account (MyAccount)

Your online account will be set up using the information you provide on your application form. You can manage your MobalPay card from your online account. Your online account can be accessed from your smartphone, tablet, or PC. It is your responsibility to make sure you have both a secure device and internet connection to access your online account. You can activate your card, request top-ups, view your usage history and PIN, suspend your card and/or update your personal data in your online account.

We will email your log-in details and instructions on how to access your online account when your order has been processed.

Change of Details

If your address, phone number or email address change, it is your responsibility to update the new information in your online account. Failure to update these details could result in missed communications and/or result in confidential information being misdirected, for which we will not be held responsible.

If your name has changed, please let us know by email at support@mobalpay.com.

In some cases, you may be required to provide your identification documents before changes can be made to your account. We will notify you by email if additional information is required and we will only ever request that you upload ID securely in your online account.

Protecting Your Account

If your MobalPay card has a signature strip you must sign the back of your MobalPay card as soon as you receive it. You must ensure that your MobalPay card, PIN, and account details are stored securely at all times. You should never share your card information, PIN, or account details with anyone. You agree never to lend or transfer your MobalPay card to others, or to provide your card as collateral; doing this will invalidate your MobalPay card and account. We will not be held responsible for any issues caused by your failure to protect your MobalPay card and account.

You must notify us immediately of any irregular activity on your MobalPay account. This includes payments made to or from your MobalPay account. We may monitor accounts for suspicious activity. If we believe there to be suspicious activity on your MobalPay account we may suspend your service. We will not be responsible for any fraudulent activity on your MobalPay service.

Activating

Your MobalPay card must be activated within 3 months of purchase. After this time, you must purchase a new card. To activate your card, simply log-in to your online account and follow the simple instructions.

Subscription Fees

Subscription fees are billed on the same date each month from activation. For cards activated on the 29th/30th/31st of the month subscription fees will be billed on the 1st of each month. Subscription fees will continue to be deducted from your balance even if your card is suspended, this includes cards that have been suspended as lost, stolen or damaged. If your balance is less than the subscription fee, we may deduct your remaining balance and/or deduct one month’s subscription fee from your next top-up. To view the subscription fees please visit our website.

Topping Up

Top-ups can be made using any of the payment methods listed in your online account.

You are responsible for paying any fees associated with your top-up. Any fees charged to us, as a result of your top-up, may be deducted from your top-up amount.

Top-up limits are in place and if you exceed these limits, we may have to withhold funds from your account until the limit cap has been released. We do not know how long this could take so it is important you keep track of your total top-up amount each month. To view top-up limits, visit our website.

As soon as your top-up has cleared it will be reflected in your online account.  If there are any outstanding payments on your MobalPay account, at the time of your top-up, these charges will be deducted from your balance when the top-up is completed. This can take up to 2 working days. Occasionally, due to circumstances beyond our control, there may be delays in your top-up reaching your account. top-ups made to the wrong account cannot be altered and your funds will be lost. It is your responsibility when topping up to confirm that all of the details are correct before submitting the payment.

Top-ups are non-refundable.

Paying With Your MobalPay Card

The MobalPay card can be used in store and online where Mastercard is accepted in exchange for goods and services. Your MobalPay card may not be accepted at petrol/gas stations; hotels; for payment of motorway or toll charges; for prepaid or digital money top-ups; for payment of membership/subscription charges, or for some other recurring payments. You will not be able to pay in instalments. Please note that there may be additional merchants/services that do not accept MobalPay.

We reserve the right to restrict certain merchants from processing transactions on the MobalPay card. These restrictions may be added or removed at any time. When restrictions are in place you will be unable to use your MobalPay card with the restricted merchant.

For your security, you may be required to sign or enter a 4-digit Personal Identification Number (PIN) when making payment with your MobalPay card. Your PIN can be viewed in your online account.

On making a payment, your MobalPay card balance will reduce by the total value of your transaction as and when we receive the information from the merchant. There may be delays in receiving the payment request from the merchant, which can result in a delay in your MobalPay balance being updated.

You are liable to cover all transactions carried out using your MobalPay card.  If we are unable to take payments, we may suspend your service (which could result in permanent loss of service) until the outstanding charges are settled. Your debt may be passed to a collection agency. You will be liable for all expenses, legal and collection agency fees incurred as a result of this action.

Sometimes, merchants may not complete the payment, but instead take an authorisation to check whether your card is valid. If the merchant opts to authorise your card, the authorised amount will be reserved or frozen from your balance for a duration specified by the merchant. The reserved amount will only become available once the authorisation expires or is cancelled.

Your maximum spend can be found on our website.

The MobalPay card does not support cash withdrawal or balance transfers.

Negative Balances

It is your responsibility to ensure that you have enough balance on your card to make payments, however, it may be possible for some transactions to process even when you do not have enough balance on your card, taking your card balance below zero. If that happens, we will notify you as soon as possible to repay the outstanding balance. Where possible, we will settle the payment automatically by means of deducting it from your balance. Interest may be applied to late payments.

If you do not make prompt repayment, we may suspend your service (which could result in permanent loss of service) until the outstanding charges are settled. Your debt may be passed to a collection agency. You will be liable for all expenses, legal and collection agency fees incurred as a result of this action.

Refunds

Refunds for goods/services purchased using your MobalPay card should be requested from the merchant directly. We will not seek a refund for goods/services on your behalf. We will not credit your MobalPay balance unless the funds have been returned to us by the merchant.

Please note that there may be delays in receiving refund information from the merchant and this being reflected in your MobalPay balance. A refund to your MobalPay card can result in your balance exceeding the limit. In this case, we may withhold some funds until the balance on your account has reduced. To view top-up limits, visit our website.

Using Your MobalPay Card Internationally

The MobalPay card is not designed to be used outside of Japan. Using your MobalPay card outside of Japan will result in additional charges. If you use your MobalPay card outside of Japan the amount you pay will be converted into Japanese Yen at the daily conversion rate specified by Mastercard. There is an international handling fee for non-Japanese Yen payments as specified on our website.

Any refunds of international transactions will be processed based on the information provided by the merchants. This could result in the refund value differing from the original payment value. In such instances, we are unable to process the difference between the two values.

We will not be held responsible for any discrepancies relating to international transactions on your MobalPay card.

Loss, Theft or Damage

If your MobalPay card is lost, stolen or damaged you will be responsible for suspending your card in your online account. You will be liable for all charges on your card, including any fraudulent activity, until you suspend your card.

If you require a replacement MobalPay card you will need to purchase a new card. You will receive a new card number and PIN number. We will transfer any remaining balance to your new MobalPay card once you notify us that your new card has been activated.

You must use the same account information as in your online account when purchasing the replacement card. If you use different account information, we may be unable to transfer your balance to the new account.

Terminating Your Service

You can request to terminate your MobalPay service in your online account. Any outstanding transactions must be cleared before the termination will be processed. Any remaining balance on the account will be non-refundable and non-transferable. Your account information will be retained for a minimum of 3 months from the point of termination.

Inactivity

If there has been no activity (excluding your MobalPay subscription fee) on your MobalPay card for 12 months or more, we reserve the right to close your account. In this case any remaining balance on the account will be non-refundable and non-transferable.

Card Expiration

Your MobalPay card is valid for a maximum of 7 years – Please refer to the front of your MobalPay card for your valid thru date.

We will contact you before your card expires giving you the opportunity to apply for a new card and transfer your balance. If you do not apply for a new card before your original card expires any remaining balance on your account will be lost.

Service Disruption

We will always endeavour to quickly resolve any problems with our services, no matter what the cause.

While we work hard to minimize any interruption to your MobalPay service, there may be circumstances in which your service may be disrupted or suspended such as:
• Potential fraud/investigation into your account
• Natural disasters, power outages, communication failures
• During maintenance/system failures
• Issues/faults with third parties providing aspects of our service
• Other unavoidable circumstances beyond our control

Our Limitations

We cannot be held responsible if we do not comply with any of these Terms and Conditions as a result of:
• Extreme/unusual circumstances or circumstances beyond our control
• Our obligations by law


We shall not be held responsible for any loss, damage, injury or inconvenience arising from any aspect of our service.

Our right to terminate

We reserve the right to terminate our agreement with you and withhold your balance if we reasonably believe you have:
• Broken the terms of this agreement;
• Provided false information;
• Put us in a position where we may break a law, regulation, code or other duty;
• Committed or attempted fraud;
• Used your MobalPay account illegally or for criminal activity;
• Used the service for illegal activities or actions against public order and morals;
• Allowed someone else to access your MobalPay account;
• Behaved in a threatening or abusive manner towards our staff or customers; and/or
• Other reasons which we view as inappropriate.

If you violate this agreement or cause damage to us or a third party, you will bear all responsibility, including liability for damages to all parties, regardless of your intent or negligence.

Guarantee

If we cease to operate MobalPay, we will notify you by email. In this case, you can request a refund of your balance, which we will process using the methods available to us. If you do not request a refund within 60 days from the end of service, your balance will expire.

Intellectual Property Rights

You must not take any action that infringes the rights related to the constituent materials of the MobalPay service (as part of Mobell Communications Ltd. Japan Branch), such as ownership rights; intellectual property rights, including copyrights; portrait rights; publicity rights, etc., without our permission.

Privacy Policy

We take your privacy seriously and will take the utmost care to keep the information we collect from you safe. You can find our Privacy Policy on our website.

Anti-Harassment Policy

We are committed to treating our customers with courtesy and respect, and we expect the same in return. We do not tolerate any form of inappropriate, intimidating, or aggressive language or behaviour. If a customer engages in such conduct, they will be politely asked to stop. Continued inappropriate behaviour may result in the cancellation of services and/or support.

Elimination of Anti-Social Forces

By placing your order, you confirm that you are not currently, never have been, and have no intention of becoming involved with any anti-social forces*. You confirm that your purchase will not be used in order to assist the funding of any anti-social forces or be used to facilitate anti-social forces. You also confirm that you are not associated with anti-social forces in any socially disapproved manner and that you don't use anti-social forces unjustly.

*Anti-social forces defined as below, but not limited to:

1. A member, a quasi-member of, or affiliated to an Organized Crime Group 2. A group specializing in intellectual crimes (tokushu chinou boryoku shudan) 3. A person engaging in criminal activities under the pretext of conducting social campaign or political activities (shakaiundo hyobo goro)

We will not accept anti-social behaviour such as: violent, threatening or unreasonable demands beyond our responsibility, damaging our credibility or interfering with our business.

Governing Law

This agreement shall be governed by the laws of Japan. The Tokyo District Court shall have the exclusive jurisdiction of the first instance to settle any disputes that may arise from or in connection with this agreement.

Contacting us

Please contact customer support if you have any queries.
Email: Hello@mobalpay.com
Address: Mobell Communications Ltd. 8th FL, VORT Kagurazaka I, 34 Tansumachi, Shinjuku-ku, Tokyo 162-0833

Last updated October 4th 2024.

Our Privacy Policy

About our Privacy Policy

We take your privacy seriously. Please read this Privacy Policy carefully as it contains important information on who we are and how and why we collect, store, use and share your personal information. It also explains your rights in relation to your personal information and how to contact us or the relevant supervisory authorities if you have a complaint.

Where personal data is caught by the scope of the UK-GDPR (United Kingdom General Data Protection Regulation), we are responsible as ‘Controller’ of that personal information for the purposes of those laws. Within and beyond the scope of GDPR, we are committed to respecting your privacy. We take privacy, security and complying with data protection and privacy laws seriously.

This policy is divided into the following sections:
• Who we are
• Our websites
• Our collection and use of your personal information
• Our legal basis for processing your personal information
• International data transfers
• Cookies and similar technologies
• Marketing
• Your rights
• Keeping your personal information secure
• How long your personal data will be kept for
• How to complain
• Changes to this website Privacy Policy
• How to contact us

Who we are
We are Mobell Communications Ltd. Mobell Communications Ltd. powers our family of brands: Mobal; MobalPay; SIM Card Geek and Hanacell.

This Privacy Policy relates to your use of our websites: www.mobell.co.uk; www.mobell.com; www.mobal.com; www.mobell.co.jp; www.hanacell.com, www.mobalpay.com, and www.simcardgeek.com. Throughout our websites, we may link to other websites owned and operated by certain trusted third parties to provide you with additional information and/or to make additional products and services available to you.

These third-party websites may also gather information about you in accordance with their own separate privacy policies. For privacy information relating to these other third-party websites, please consult their privacy policies as appropriate. We do not share your information with any third-party websites.

Our collection and use of your personal information
We collect personal information about you when you:
• Buy or use any of our products and services
• Register for a specific product or service
• Subscribe to newsletters, alerts or other services from us
• Contact us through various channels, or ask for information about a product or service
• Take part in a competition, prize draw or survey
• Visit or browse our website or other Mobell Group websites
• Have given permission to other companies to share information about you
• Where your information is publicly available

We collect this personal information from you either directly, such as when you register with us, contact us or purchase products or services directly or via our website; or indirectly, such as your browsing activity while on our website. For more details on our use of cookies (small text files stored in your browser) and other techniques such as web beacons (small, clear picture files used to follow your movements on our website) and how to opt out of these, please see the 'Cookies' section of this policy.

When you visit our premises, we may also collect information about you on CCTV as part of our security and crime prevention measures.

We may collect and use the following personal information about you:
• Your name, address, phone number and email address.
• Your date of birth.
• Your credit or debit card information, information about your PayPal account and other banking and payment information. For example, you may need to provide this information when you open an account with us. We will collect the data necessary to process a payment whenever you make a purchase.
• Data about your usage. We will get information about how you use our products and services, for example,

o Every time you use your mobile phone, a record is kept. This includes the number you called or sent a text or picture message to, the length, date and time of that call, text or picture message and your approximate location at the time the communication takes place. The same is also recorded every time you receive an incoming call or message. We don’t, however, keep a record of the content of your calls or messages.
o Every time you use your pre-paid card, a record is kept. This includes the time, date, value, and merchant details of your transaction. The same is also recorded when receiving a refund to your pre-paid card.

• Your contact with us, such as a note or recording of a call you make to one of our contact centers, a Live Chat, an email or letter sent, or other records of any contact with us.
• Your account information, such as dates of payment owed or received, the subscriptions you use, account numbers or other information related to your account.
• Credential and account information, for example, username and log-on details. We will collect passwords and similar security information used for authentication and access to accounts and services.
• Your preferences for particular products, services and lifestyle activities when you tell us what they are, or we build a profile about you, based on how you navigate our websites or use our products and services.
• Cookies, web beacons and other technologies, including anonymised screen recordings, mouse clicks and ad data. For more information, see the ‘Cookies and similar technologies' section of this policy.
• Information about you that we obtain from other sources, such as credit agencies, fraud-prevention agencies, and from other data providers.
• Details of any feedback you give us by phone, email, Live Chat, post, surveys/reviews or via social media.

We use this personal information to:
• create and manage your account with us
• verify your identity
• provide goods and services to you
• customise our website and its content to your particular preferences
• notify you of any changes to our website or to our services that may affect you
• improve our services
• provide you with updates about your service
• notify you of new products and services
• send you newsletters and occasionally invite you to participate in market research

Our website, goods and services are not intended for use by anyone under the age of 18 and we do not knowingly collect or use personal information relating to anyone under the age of 18.

Our legal basis for processing your personal information
When we use your personal information, the GDPR requires us to have a legal basis for doing so. There are various different legal bases upon which we may rely, depending on what personal information we process and why.

The legal bases we may rely on include:

• Consent: where you have given us clear consent for us to process your personal information for a specific purpose. Consent may be withdrawn at any time. When you give your consent, you will be given details on how to change your mind. For more information, see the 'Your rights' section of this policy.

• Contract: where our use of your personal information is necessary for a contract we have with you, or because you have asked us to take specific steps before entering into a contract.

• Legal obligation: where our use of your personal information is necessary for us to comply with the law (not including contractual obligations).

• Legitimate interests: where our use of your personal information is necessary for our legitimate interests or the legitimate interests of a third-party. Whenever we rely on this lawful basis to process your data, we assess our business interests to make sure they do not override your rights. Additionally, in some cases you have the right to object to this processing. For more information, see the 'Your rights' section of this policy.

The table below explains what we use (process) your personal information for and our reasons for doing so:

What we use your personal information for	Our reasons
To process your order so that we can provide you with products and services, for example: - to process and set up the products and services you have purchased from us - to keep you updated with the progress of your order	For the performance of our contract with you or to take steps at your request before entering into a contract
To provide products and/or services to you, for example: - So that you can use your pre-paid card to make payments - So that we can generate your bill based on your usage or take the appropriate amount of credit from you - So we can contact you if the billing information you provided us with is about to expire or we’re not able to take payment - So we can respond to any questions or concerns you may have about our products or services - So we can contact you with customer service messages to keep you updated with current information about products and services you have purchased. For example, changes to our terms and conditions or service interruptions	For the performance of our contract with you or to take steps at your request before entering into a contract
To prevent and detect fraud against you or The Mobell Group	For our legitimate interests or those of a third-party
To recover debts or trace those who owe us money resulting from the use of our services	For our legitimate interests or those of a third-party
To maintain the security of our systems, services and the networks we use	For our legitimate interests or those of a third-party
To improve our service and for innovating our products and services, for example: - We collect anonymous, de-identified or aggregate information in order to improve the service we offer to everyone. None of these analytics are linked back to you in any way	For our legitimate interests or those of a third-party
To manage our services and understand product usage, for example: - To understand how you use our products and services. That way we can seek to review and improve these, and develop more interesting and relevant products and services, as well as personalising our products and services	For our legitimate interests or those of a third-party
Marketing our services, for example to: - existing and former customers - third parties who have previously expressed an interest in our services	For our legitimate interests or those of a third-party
To conduct checks to identify our customers and verify their identity, for example: - We will sometimes need to profile you, for credit, fraud and security purposes - We may carry out a credit check when you apply for a contract for any products or services with us - For some products and services, we may need to collect your ID details - We will also use your personal information for identity verification purposes, for access to your account and for general account management - We sometimes supplement the information we collect about you with information from other sources (for example credit reference agencies) to assess the accuracy of the information that we hold.	For our legitimate interests or those of a third-party
Operational reasons, for example - improving efficiency - training - quality control This is so we can so we can continue to deliver the best service to you at the best price	For our legitimate interests or those of a third-party
Statistical analysis in relation to such as our financial performance, customer base and product range, for example: - to help us manage our business and costs - to improve our products and services	For our legitimate interests or those of a third-party
Other processing necessary to comply with professional, legal and regulatory obligations that apply to our business, for example - Accounting and tax requirements, which are subject to strict internal policies - Gathering and providing information required by or relating to audits, enquiries or investigations by regulatory bodies	To comply with our legal and regulatory obligations

The above table does not apply to special category personal information, which we will only process with your explicit consent.

International data transfers

We may need to transfer your information to other Mobell Group companies or service providers in countries outside the UK, such as Japan and the USA. This kind of data transfer may happen if our servers (i.e. where we store data) or our suppliers and service providers are based outside the UK, or if you use our services and products while visiting different countries.

Personal data is hosted on our secure servers in the UK, the USA and Japan. Data may be transmitted between our secure servers in Japan and the UK; data may also be transmitted between our secure servers in the USA and the UK. This is so that we can deliver your products to you and provide you with customer service and billing information. Data is always transmitted between our secure servers via our secure encrypted VPN.

If we need to transfer your information, we will always make sure that your information is properly protected by ensuring that there is a proper legal agreement that covers the data transfer.

Who we share your personal information with

Where applicable, we share information about you with:
• Companies in The Mobell Group in order to deliver your products to you and to provide worldwide customer service
• Partners, suppliers or agents involved in delivering the products and services you’ve ordered or used, for example shipping companies and pick-up location agents
• Companies who are engaged to perform services for, or on behalf of, The Mobell Group
• Credit reference, fraud-prevention or business-scoring agencies, or other credit scoring agencies
• Debt collection agencies or other debt-recovery organisations
• Law enforcement agencies, government bodies, regulatory organisations, courts or other public authorities as required or as authorised to by law
• A third-party or body where such disclosure is required to satisfy any applicable law, or other legal or regulatory requirement
• Emergency services (if you make an emergency call), including your approximate location
• Third parties that we advertise with, such as Facebook, in order to serve you advertisements online
• Third parties that we use to serve you marketing, for example Mail Chimp, in order to send you marketing emails (note that we will only send you marketing emails in the event that you have signed up to receive them).

Fraud management and law enforcement

We will release information if it is reasonable for the purpose of protecting us against fraud, defending our rights or property, or to protect the interests of our customers.

We also may need to release your information to comply with our legal obligation to respond to lawful demands from governmental or law enforcement agencies. Your personal data shall only be provided when we are obliged to do so in accordance with the law and pursuant to an exhaustive evaluation of all legal requirements.

Mergers and acquisitions
If we are reorganised or sold to another organisation, we will provide your information to that organisation.

Relationships with third parties
Where you purchase Mobell Group products and services using a third party or partner organisation, we often need to exchange information with them as part of managing that relationship and your account – for example, to be able to identify your order and be able to pay them.

If we have a contract with a service provider or contractor to provide us with services or provide a service on our behalf, and they have access to your personal information, we do not authorise them to use or disclose your personal information except in connection with providing those services.

Connecting to third-party devices
You may connect third-party devices to your SIM/device/pre-paid card. These include mobile phone devices or connected devices such as smart speakers or smart watches.

When you connect your SIM/device/pre-paid card to these devices, those third parties may record your details or your interaction with the network. The third-party device manufacturers will process your personal data in accordance with their own policies and we therefore recommend that you read their privacy statements before choosing to connect.

Cookies and similar technologies

A cookie is a small text file which is placed onto your device (e.g. computer, smartphone or other electronic device) when you use our website. We use cookies and other similar tracking technologies such as web beacons, action tags, single-pixel gifs on our website. These help us recognise you and your device and store some information about your preferences or past actions.

We use cookies for the following purposes:

• To improve the performance of our websites by understanding which parts work well, and which parts do not work well.
• To measure how effective our online advertising and marketing communications are.
• To enable us to collect information about how you and other people use our websites.
• To improve your experience on our websites, for example we use cookies to remember the products you have put in your basket and to personalise your experience.

Blocking or restricting cookies
You can stop cookies being used on your device by activating the setting on your browser that allows you to block the deployment of all or some cookies. Please visit www.allaboutcookies.org to find out how. Please note, if you use your browser settings to block cookies you may not be able to access all or parts of our site.

Marketing

As our customer or a visitor to our website, you have the option to opt-in to receive marketing communications from us. If you have opted to receive marketing communications from us, we may contact you by email to keep you informed about new and existing products and services, competitions, prize draws and other promotions. We may also send you newsletters and occasionally invite you to participate in market research. We tailor these messages based on the products and/or services you have purchased from us in the past.

If you have previously agreed to being contacted in this way you can manage your marketing communications preferences by following the unsubscribe instructions at the bottom of any marketing email we send you or by sending an unsubscribe request to dataprotection@mobalpay.com

For more information on your rights, see the ‘Your rights’ section of this policy.

Your rights

Under the General Data Protection Regulation (GDPR), you have a number of important rights free of charge. In summary, those include rights to:

• fair processing of information and transparency over how we use your personal information
• access to your personal information and to certain other supplementary information that this Privacy Policy is already designed to address. You have the right to make a request for a copy of the personal data that The Mobell Group holds about you
• require us to correct any mistakes in your information that we hold. You have the right to correct information held about you if it is not accurate. If the information we hold about you is inaccurate or needs to be updated, you can log in to your online account to update it
• require the erasure of personal information concerning you in certain situations. The Mobell Group will only process and retain your data for as long as needed. In certain circumstances you have the right to request that we erase personal data of yours that we hold. If you feel that we are retaining your data longer than we need, it is worth first checking that your contract with The Mobell Group has been terminated, which you can do in your online account or by contacting our Customer Service Team. If your contract with The Mobell Group has been terminated, we may still have lawful grounds to process your personal data. For more information on retention periods, see the section in this Privacy Policy called ‘How long do we keep your personal information for’
• receive the personal information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third-party in certain situations
• object at any time to processing of personal information concerning you for direct marketing. For more information about how to opt-out of direct marketing, please see the ‘Marketing’ section of this policy
• object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you
• object in certain other situations to our continued processing of your personal information
• otherwise restrict our processing of your personal information in certain circumstances
• claim compensation for damages caused by our breach of any data protection laws
For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation here.
If you would like to exercise any of those rights, please:
• email or write to us – see the ‘How to contact us’ section of this policy for contact information
• let us have enough information to identify you (e.g. account number, phone number, email address, etc.)
• let us know the information to which your request relates including any account or reference numbers, if you have them
If you have any questions regarding your rights, please email dataprotection@mobalpay.com and a member of our dedicated team will respond to you.

Keeping your personal information secure

Our internal security teams constantly review and improve our measures to protect your personal information from unauthorised access, accidental loss, disclosure or destruction.

Data is transferred between our systems using encrypted connections wherever possible. Email communications may not be secure unless they have been encrypted. Your emails may go through a number of countries before being delivered, as this is the nature of the internet.

We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.

We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need for that information. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

If you are required to submit ID information to us, your ID information is fully encrypted on our secure servers. We will never ask for your secure personal or account information by an unsolicited means of communication. You are responsible for keeping your personal and account information secure and not sharing it with others.

Our websites may provide links to third-party websites. We cannot be responsible for the security and content of such third-party websites. We therefore recommend that you read that company’s privacy and cookies policies before using or putting your personal information on their site. The same applies to any third-party websites or content you connect to using our products and services. You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information. Social plug-ins and social applications are operated by the social network themselves and are subject to their own terms of use and privacy and cookies policies. You should make sure you are familiar with these.

To get detailed information on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, we recommend visiting Get Safe Online. This service is supported by the UK Government and a number of leading international businesses.

How long your personal data will be kept for

We will keep your personal information while you have an account with us, or we are providing products and/or services to you. Thereafter, we will keep your personal information for as long as is necessary:

• to respond to any questions, complaints or claims made by you or on your behalf
• to show that we treated you fairly
• to keep records required by law
We will not retain your personal information in an identifiable form for longer than necessary for the purposes set out in this policy. Different retention periods apply for different types of personal information. Further details on this are available in our Retention Policy and details are available upon request.

When it is no longer necessary to retain your personal information, we will delete or anonymise it.

How to complain

We hope that we can resolve any query or concern you raise about our use of your information. If you want to contact us about any of your rights or complain about how we use your information, please email dataprotection@mobalpay.com. The General Data Protection Regulation gives you right to lodge a complaint with a supervisory authority, in particular in the European Union (or European Economic Area) state where you work, normally live or where any alleged infringement of data protection laws occurred. The supervisory authority in the UK is the Information Commissioner who may be contacted online at https://ico.org.uk/concerns/ or by telephone at +44 (0)303 123 1113.

Changes to this website Privacy Policy

Our Privacy Policy is updated from time to time. Whenever we make a change, we will post this on our website and let you know if there is a material change. This Privacy Policy was last updated on November 11th 2022.

How to contact us

Your opinion matters to us – if you have any questions about our Privacy Policy or your privacy settings, please email dataprotection@mobalpay.com and a member of our dedicated team will respond to you.

You may also direct your privacy related comments or questions by mail to: The Mobell Group, Attention: Mobell Group Data Protection Team, The Winding House, Walkers Rise, Rugeley Road, Hednesford, WS12 OQU, UK.

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