Visa Card
Terms and Conditions

Last Updated: Effective 1 July 2025
The Visa Gift Card (‘Card’) is issued by Heritage and People’s Choice Limited trading as Heritage Bank ABN 11 087 651 125 (‘Heritage’) pursuant to a licence from Visa Worldwide PTE Ltd. In these conditions, ‘you’ and ‘your’ are the Card purchaser or user. Blackhawk Network Australia Pty. Ltd. ACN 123 251 703 (‘Blackhawk’) is Heritage’s program manager for the Card, and Heritage and Blackhawk are collectively ‘us’ ‘our’ and ‘we’ in these terms and conditions (‘Terms and Conditions’).
These Terms and Conditions set out the terms and conditions for your Card.
By using the Card, or attempting to use the Card, you agree to be bound by these Terms and Conditions. If you are not the intended user of the Card, then you must provide these Terms and Conditions to the intended user of the Card.
Card balance, transaction history and important notices about your Card are available at www.digial-cards.com.au or by calling 1800 312 962.

The Card

  1. The Card is a prepaid card that can be used for purchases of goods and services, where prepaid VISA Gift Cards are accepted and processed electronically (excluding cash and cash equivalent transactions at ATM’s, over the counter at Financial Institutions, transactions at the Australian Tax Office (ATO) and merchants and merchant groups who elect not to accept VISA prepaid gift cards or who are excluded from Category Visa Gift Card use). If the Card is a Category Visa Gift Card, it can only be used at the Visa Merchant Groups described on the Card and/or carrier and the website.
  2. Your use of the Card at a participating merchant is subject at all times to the policies (and, where applicable, other terms and conditions) of that participating merchant regarding the goods and services made available by it.
  3. Cards cannot be used towards the purchase of any other gift cards or vouchers at participating merchants.
  4. The Card is not a credit card and will not enhance your credit rating nor is it linked to a deposit account with us or any financial institutions. You will not receive any interest on your Card balance. The Card remains our property.
  5. Your Card will be activated within 24 hours from when it is purchased.
  6. The card number, expiry date and CVV can be used for   online purchases and phone orders.  To use your card at a physical merchant, you must first add your card to a digital wallet (Apple Pay® Google Pay™ or Samsung Pay) by following the steps outlined at www.digial-cards.com.au. The ability to add your card to a digital wallet is up to the services provided by the digital wallet provider. You should check directly with that provider to understand the terms and conditions of their services. We are not liable in any way when a card fails to load to a digital wallet due to the policies and services of the digital wallet provider.
  7. By adding your Card to a digital wallet, you agree to be bound by the terms and conditions applicable for the services provided by that digital wallet provider and by us. You can view the terms and conditions that apply to the use of your Card in your Apple Pay® Google Pay™ or Samsung Pay digital wallet at www.digial-cards.com.au.

Transactions

  1. Each time you use the Card, you authorise us to deduct the amount of the transaction from the balance of funds on the Card. We may also deduct from the Card balance any amount that you owe us including fees payable under these Terms and Conditions. The available balance cannot be exceeded. Where a purchase exceeds the available balance, the excess must be paid using another payment method. The Card cannot be used for direct debit, recurring or instalment payments. Transactions made using the Card may be declined by some merchants. We are not liable in any way when a transaction is declined or a transaction otherwise does not proceed, due to the actions of a merchant or third party.
  2. You are responsible for checking your transaction history and available balance free of charge as set out at www.digial-cards.com.au or by calling 1800 312 962.
  3. The Card is not reloadable and is valid until the date shown on the front of the Card or as displayed on the eGift link.. Any remaining available balance will be forfeited on the expiry date. The Card is inactive until purchased and loaded with funds by the person gifting the Card.
  4. The Card cannot be used at certain merchants, including those in the following category groups; Automated Fuel Dispensers (5542), Gambling transactions (7995), Financial Institution–Automated Cash Disbursements (6011), Financial Institution–Manual Cash Disbursements (6010), Financial Institution–Merchandise and Services (6012), Quasi Cash–Merchant (6051), Securities– Brokers and Dealers (6211), Wire Transfer Money Orders (4829) (‘Excluded Merchants’).
  5. You acknowledge and agree that Excluded Merchants may change from time to time for reasons beyond our control or where required by law. We may also change the Excluded Merchants in order to protect our commercial interests or reputation. We are not required to provide you notice if the Excluded Merchants change but will do so in accordance with these Terms and Conditions and where the decision is made by us to exclude them.
  6. We do not guarantee that the Card will be accepted in Europe, Middle East and Africa (‘EMEA’). Merchants in EMEA are prohibited from accepting certain anonymous gift cards (e.g. if the purchase amount or the face value of the gift card is above a certain amount). These regulations may change at any time, so you should check with EMEA merchants if they will accept the Card.
  7. Details of Card balance are available at www.digial-cards.com.au or by calling 1800 312 962
  8. All transactions conducted overseas will be converted into Australian dollars. Transactions will either be converted directly into Australian dollars or will be first converted from the currency in which the transaction was made into US dollars and then converted to Australian dollars by Visa Worldwide PTE Ltd (“Visa”). The conversion rate used is either: a) a rate selected by Visa from a range of wholesale rates for the applicable processing date, which may vary from the rate Visa receives; or b) the government-mandated rate in effect for the applicable processing date. In these circumstances, 3.5% of the total amount of each transaction will be deducted from your Card at the same time you make a transaction on your Card in a currency other than Australian dollars, or you make a transaction on your Card in any currency (including AUD) that is processed by a card scheme or financial institution or billed by the merchant outside of Australia. This fee includes an amount payable by us to Visa as a processing fee. The fee is a percentage of the converted AUD amount of the transaction.
  9. If permitted by these Terms and Conditions or otherwise required by applicable law, we may deduct from the Card balance any government duties, taxes, rates or charges now or in the future charged upon or in relation to the use of your Card or transactions deducted from the Card balance.

Disputes, Problems & Troubleshooting

  1. For disputed transactions with your Card, you should notify us promptly by visiting www.digial-cards.com.au, or call 1800 312 962.
  2. Card Scheme operating rules issued by Visa may impose time limits after the expiry of which we are not able to dispute a transaction on your behalf through the Card Scheme. To the extent permitted by law and subject to our obligations under the ePayments Code, we may not be responsible for any loss to you where it can be shown that you have notified us outside the applicable time limits for disputed transactions under the Card Scheme operating rules. If you have a complaint about the Card or our services, please contact us by visiting www.digial-cards.com.au, or call 1800 312 962.
  3. We will acknowledge your complaint promptly, either verbally or in writing and do our best to resolve it straight away. We aim to resolve all complaints within 21 days. However, in some cases it may take up to 30 days. Your complaint may take a little longer to assess if we need more information or if your complaint is complex. In all cases, we’ll keep you updated on the progress.
  4. You can ask for information about how we manage complaints in alternative formats and languages upon request by visiting www.digial-cards.com.au or calling 1800 312 962. If you have a hearing or speech impairment, you can access additional support through the National Relay Service on 1300 555 727.
  5. If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority (‘AFCA’). AFCA provides free and independent financial services complaint resolution and can be contact on Website: www.afca.org.au Email:[email protected] Phone: 1800 931 678 (free call) Mail: GPO Box 3, Melbourne VIC 3001. Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
  6. To contact Heritage about your complaint: Phone: Australia: 1800 797 799 (free call) Overseas: +61 4690 9000 Website: www.heritage.com.au Email: [email protected] Mail: Heritage Bank, Reply Paid 190, Toowoomba QLD 4350.
  7. The Card cannot be replaced if misused, lost, stolen, or damaged except where we have breached any condition or warranty implied under consumer protection legislation that cannot be excluded in these Terms and Conditions (for example, warranties as to the exercise of due care and skill in providing services and as to fitness for purpose of materials we provide). You are responsible for all transactions on the Card, except where there has been fraud, negligence or wilful misconduct by our staff, officers, contractors or agents.
  8. You have consumer guarantees that cannot be limited by us. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
  9.  To protect your Card, you should:
    1. Carry it with you whenever you can and not leave it unattended;
    2. Regularly check that you still have your Card and check your transaction history online; and
    3. Not allow a person other than you to use a Card.
  10. To protect yourself from being scammed and a victim of fraud, you should:
    1. Never purchase a Card through any private sales including but not limited to sales through social media platforms;
    2. Never provide Card numbers to any caller over the phone or by email;
    3. Only visit websites listed in these Terms and Conditions or on the Card itself to check the Card balance; and
    4. Check the Card packaging for signs of tampering and don’t purchase the Card if in doubt.
  11. If you notice any error relating to the Card, you should notify Cardholder Services promptly on 1800 312 962 or at www.digial-cards.com.au
  12. For security reasons or where required by law, including where we reasonably suspect fraud or other illegal activity, we may restrict the number of transactions or value of transactions you can make with the Card, prevent a transaction, revoke or stop the use of the Card. This includes transactions that occur outside of Australia (including transactions at physical merchants outside of Australia and online transactions that occur outside of Australia). You cannot stop payment on any transaction made with the Card.
  13. Any refunds on Card transactions are subject to the policy of the specific merchant. Refunds may be in the form of a credit to the Card, cash refund or in-store credit. If the Card expires or is revoked in accordance with these Terms and Conditions before you have spent any funds resulting from a refund (whether or not the original transaction being refunded was made using the Card) then you will have no access to those funds.
  14. For the avoidance of doubt, our goods and services comprise the stored value of the Card. We have no liability to you for goods and services that you purchase using the Card. Claims relating to the goods and services you purchase using the Card must be directed towards the relevant participating merchant where the transaction was made.
  15. If you use the Card without presenting it (such as for mail order, telephone or internet purchases), the legal effect will be the same as if you physically presented the Card.
  16. Heritage is a subscriber to the ePayments Code. Heritage warrants that for as long as it remains a subscriber to the ePayments Code, it will comply with it in our dealings with you relating to the Card.

Privacy

  1. All personal information Blackhawk collects will be handed in accordance with the Blackhawk privacy policy which can be viewed at https://blackhawknetwork.com/privacy-policy and all personal information disclosed to Heritage by Blackhawk or that Heritage collects from you will be handled in accordance with Heritage’s Privacy Policy available at www.heritage.com.au/terms-conditions/privacy-policy. We may collect personal information about you to verify your address for Internet, mail, and phone order purchases. We may also collect personal information in the event you raise a dispute with us regarding a transaction, in which case certain personal information will be collected and used for the purpose of resolving your dispute. This information may be disclosed to our contractors and to other service providers some of whom may be outside Australia. You can access any personal information that may be collected by calling us at 1800 312 962.. You agree that from time to time, without further notice to you, we may monitor and/or record telephone calls and electronic communications between you and us to assure the quality of our customer service or as required by applicable law. We may disclose information about your Card or the transactions you make to third parties that:
    1. facilitate transaction investigation and assist with identification of suspicious or fraudulent transactions;
    2. are our outsourced service providers (for example, data switches);
    3. are regulatory bodies, government agencies, law enforcement bodies and courts; and
    4. are participants in the payment system and other financial institutions for the purpose of resolving disputes, errors or other matters arising from your use of your Card.
  2. For details on how you may access and seek correction of any personal information we hold about you, please refer to Blackhawk’s and Heritage’s Privacy Policy. This contains details on how we deal with any personal information we collect in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For details on how you may complain about a breach of the Australian Privacy Principles and how we deal with complaints, please refer to the Privacy Policies. If you would like a copy of the Policy to be sent to you, please contact Heritage and/or Blackhawk. The contact details for Heritage are: [email protected] or phone 13 14 22. The contact phone number for Blackhawk is 1800 312 962.For details on how you may access and seek correction of any personal information we hold about you, please refer to Blackhawk’s and Heritage’s Privacy Policy. This contains details on how we deal with any personal information we collect in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For details on how you may complain about a breach of the Australian Privacy Principles and how we deal with complaints, please refer to the Privacy Policies. If you would like a copy of the Policy to be sent to you, please contact Heritage and/or Blackhawk. The contact details for Heritage are: [email protected] or phone 13 14 22. The contact phone number for Blackhawk is 1800 312 962.
  3. Information will be disclosed to third parties about the Card, or transactions made with the Card, whenever allowed by law, required by law, and also where necessary to operate the Card and process transactions.

Changes to these Terms and Conditions

  1. Subject to clause 37, we reserve the right to change these Terms and Conditions at any time for one or more of the following reasons:
    1. to comply with any change or anticipated change in any relevant law, code of practice, guidance or general banking practice;
    2. to reflect any decision of a court ombudsman or regulator;
    3. to reflect a change in our system or procedure, including for security reasons;
    4. to respond to changes in the cost of providing the Card;
    5. discontinue a product in which case we may change the terms of the product to reflect a different product with similar features to the discontinued product; or
    6. to make the Terms and Conditions clearer or to add features,
    2. but will only do so in order to protect our legitimate business interests, and only to the extent reasonably required to do this.
  2. We may change these Terms and Conditions in a way that materially reduces or limits your rights under these Terms and Conditions only if we are required to do so by law or where the change is required to protect our legitimate business interests.
  3. Unless the change is adverse to you, you will not receive advance notice of changes to these Terms and Conditions. Changes will be notified via www.digial-cards.com.au and will be effective from the date of publication. If we make changes to these Terms and Conditions in a way that is adverse to you, we will give you 30 days’ notice by publishing the revised Terms and Conditions at www.digial-cards.com.au and communicating this to you in accordance with clause 39 below.  The current version of the Terms and Conditions can be viewed at www.digial-cards.com.au

Communications

  1. We may communicate with you in respect of the Card services by sending an email to the email address you have provided to us or by writing to you at the address you have provided to us. The notice may include a link to detailed information on our website.

Severability & Governing Law

  1. If any provisions or part of a provision of these Terms and Conditions is illegal, invalid or unenforceable, it will be severed from these Terms and Conditions and the remaining provisions (or parts of provisions) will continue in full force and effect.
  2. The laws of the State of Queensland, in the Commonwealth of Australia, apply to these Terms and Conditions and you irrevocably submit to and accept the exclusive jurisdiction of any of the Courts of the State of Queensland, or the Commonwealth of Australia and any courts of appeal from these courts.

Charity Cards

  1. If any provisions or part of a provision of these Terms and Conditions is illegal, invalid or unenforceable, it will be severed from these Terms and Conditions and the remaining provisions (or parts of provisions) will continue in full force and effect.
  2. The laws of the State of Queensland, in the Commonwealth of Australia, apply to these Terms and Conditions and you irrevocably submit to and accept the exclusive jurisdiction of any of the Courts of the State of Queensland, or the Commonwealth of Australia and any courts of appeal from these courts.

Frequently Asked Questions

General Questions

A. You can contact our Visa Gift Card customer service team via phone or email 24/7. Our contact details are listed below:
Phone: 1800 312 962
Email: [email protected]

A. You can check your Gift Card balance at www.cardbalance.com.au by selecting ‘Card Balance’ from this website’s navigation menu or by calling 1800 312 962.  You will then be prompted to enter your card details. The resulting search will show the available balance remaining and expiry date, as well as the most recent transaction summary.

A. Yes. Each time you use a Visa Gift Card, the purchase amount is automatically deducted from the Card balance. If the transaction is declined the funds are not deducted as there is not enough balance to allow the transaction to be completed. 

A. No, the Visa Gift Cards cannot be used to withdraw cash at ATM or EFTPOS facilities.

A. Yes, you can view your Gift Card balance and transaction history at  www.cardbalance.com.au or call 1800 312 962 to hear the resent transactions.

A. No. Gift Cards are partially redeemable. Within the Gift Card’s validity period, any available balance can be used for multiple purchases at any participating merchant.

A. No, these Gift Cards cannot be re-loaded.

A. Yes, on your physical card the expiry is printed on the front or back of the card. eGift cards expiry is listed on the eGift under expiry date.

A. Whatever value is left on the Gift Card after its expiry will not be available to you. We encourage you to use your Gift Card before it expires.

A. In-store purchases: If your purchase is larger than your balance, ask the cashier to swipe the gift card for the exact amount available on the card. Then pay the remaining balance with another form of payment. These are called “split transactions.” Some merchants do not allow cardholders to carry out split transactions. Some merchants will only allow you to do a split transaction if you pay the remaining amount in cash.
Online purchases:  Online merchants don’t have the capabilities to perform split credit transactions

A. We encourage card holders to have a record of their gift card so if your card is lost, stolen or damaged, our team can see what options are available for you.
Phone: 1800 312 962
Email: [email protected]
Without a card number, we are unable to assist in locating any details of your card. Expired Gift Cards cannot be replaced or refunded. Please refer to the terms and conditions.

A. Yes, you can view the full Terms & Conditions, please refer to the Terms and Conditions above.

A. There are no fees associated with checking card balance or transaction history.
A Currency Conversion fee of 3.5% applies for foreign currency transactions. This conversion fee amount is calculated at time of purchase, and the balance of your card must be sufficient to cover both the purchase and currency conversion fee.

A. Each merchant will handle returns as per their own policies and may issue a cash refund or store credit. A merchant may also choose to return the refund amount onto the card.

A. Visa Gift Cards can be used where Visa prepaid gift cards are accepted in-store and online. Please note that  some merchants may choose not to accept prepaid gift cards, this includes both online and in-store merchants . This is the right of the merchant to make the choice about which cards they do and do not accept. Some online merchants that require 3D Secure verification (3DS) will not process the transaction as Visa prepaid gift cards do not support 3DS.

A. Your Visa Gift Card works the same as a Visa debit card. It can be used in-store, online and added to your mobile wallet.
To redeem your Physical Visa Gift Card in-store:
  1. Simply present your Visa gift card
  2. Swipe your card, select “Credit” and when asked for the PIN, enter the 4-digit PIN that is under the scratch panel on the back of the Gift Card.
If the value of the purchase is more than the amount of the gift card, you can supplement the additional value with cash or another payment method that is accepted by the merchant.
If you have an eGift, add your eGift Visa card to your mobile wallet and tap your device when making a payment.

A. Visa Gift Cards are prepaid gift cards run on the Visa network that carries a certain amount of spending power. Each time the Gift Card is used to make a purchase, that purchase amount is deducted from the Card’s available balance. When the value has been exhausted, it cannot be used for more purchases.

A. Yes. A Currency Conversion fee of 3.5% applies for foreign currency transactions. This conversion fee amount is calculated at time of purchase, and the balance of your card must be sufficient to cover both the purchase and currency conversion fee. Please note that some countries may have limits and restrictions on accepting prepaid Visa gift cards.

A. There are a few reasons why a transaction might be declined, including:
  • The merchant has elected not to accept prepaid Visa Gift Cards as a method of payment
  • The transaction value is greater than the available balance on your Visa Gift Card. It is best to always be aware of your Visa Gift Card balance by visiting www.cardbalance.com.au
  • Some countries may have limits and restrictions on accepting prepaid Visa Gift Cards
  • The Visa Gift Card has not been ‘Activated’
  • Your Visa Gift Card has been suspended or closed, or transactions with a particular merchant have been blocked, due to suspected fraudulent or illegal Activity
  • The Visa Gift Card is damaged
  • The Visa Gift Card has expired
  • The merchant’s connection to the Visa network is currently unavailable

A. A recurring payment is when you provide your card details for an ongoing payment, and a charge is made to that card on a recurring basis (such as a monthly insurance payment or a monthly gym membership). Visa doesn’t not allow prepaid gift cards to be used for reoccurring payments. Some online merchants may set up their payment type as “reoccurring payment Visa Gift Cards have no discretion on what payment type the merchant selects.

A. If you notice any suspicious activities, you can choose to dispute a transaction. To dispute a transaction, you must register your card and complete the dispute form located here.

Using a Visa Gift Card online

A. Some merchants may choose not to accept prepaid gift cards, Visa Gift Cards has no discretion upon any merchant’s decision. Some online merchants that require 3D Secure verification (3DS) will not process the transaction as Visa prepaid gift cards do not support 3DS..

A. Yes, Visa Gift Cards can be used online
Enter the card information (Card number, expiry date and CVV) in the credit/debit card section and please ensure the current balance of the Visa Gift Card is enough for the entire purchase as most online merchants cannot accept the combination of a Visa Gift Card and a Credit Card.

Adding to mobile wallet

A. Visa Gift Cards can be added to your Apple, Samsung, or Google mobile wallet.
To add your Visa Gift Card to your mobile wallet follow the steps below:
Add your eGift to your Mobile Wallet
  1. Click on the save to wallet button on your device
  2. Login to your My Card Wallet app using your Apple ID or Google Account
  3. Click on the Add to Wallet
  4. Your card has been added to your mobile wallet
Add your Physical Card to your Mobile Wallet
  1. Go to the Wallet app on your mobile device
  2. Click on the plus icon
  3. Select Debit or Credit card on the next screen
  4. Enter your card details
  5. Your card has now been added to your mobile wallet
Apple, Google, and Samsung Wallets have limits to the total number of cards a user can have in their wallet at any one time, and they also have their own security process that may stop a user from being able to add a card to their digital wallet. Visa Gift Cards has no discretion on these security controls put in place by Apple, Google, or Samsung Wallets.

A. Make sure the card details are correct by double-checking that what you’ve entered exactly matches your card number, expiry date and CVV. If you still can’t complete a contactless payment, try again with the below tips or reach out to the wallet provider directly for further assistance.
  1. Make sure your phone is awake and unlocked
  2. Hold your phone in a different way. Your NFC antenna could be near the top or middle of your device
  3. Hold your phone closer to the payment reader
  4. Hold your phone close to the payment reader for a few more seconds.

Dispute Transaction

A. To dispute a transaction, please download and complete the dispute form. 
If you wish to dispute a transaction on your card account, you should always first try to resolve your dispute with the merchant. If that doesn’t work, download the dispute form below and send it to one of our contact channels 
Please complete and email or mail a copy of this form along with any supporting documentation to: 
ATTN: Cardholder Dispute Services
P.O. Box 4291
Richmond East VIC 3121
Email: [email protected]
Your form, along with all supporting documentation, must be received within 60 days after you become aware of the transaction and/or after your statement was made available to you.
For any questions please contact the number on the back of your card.
Click here to download a Cardholder Dispute Form.

Contact Us

Here are the contact details if you need to reach out to us
For any issues regarding this card including lost or stolen please contact  [email protected] or 1800 312 962