Membership Agreement for Towah Members Club

Towah Members Club Ltd manages the Towah Members Club and provides a range of payment and transaction products and services to its members and Towah Affiliated Merchants. As a Towah Club Member, you must agree to all terms and conditions for all products and services you use. These terms and conditions apply to your Towah Club Membership and associated accounts. You must read them carefully. In these terms and conditions "you" means the named Towah Club member and the authorised user of the Towah Club Account. "We", "us" or "our" means Towah Members Club Ltd or any other Towah company acting on its behalf.

Towah must comply with strict financial and commercial regulations devised, monitored and enforced by national and international government organisations. It is our intention and our ethos to wholeheartedly support and exceed compliance requirements in the area of anti-money laundering, anti-fraud protection and any other misconduct to ensure a safe and secure service for our Towah Club Members and Towah Affiliated Merchants. You can view our Code of Conduct at my.towah.com.

1. Towah Club Membership

To become a member of the Towah Members Club you must be referred by an existing Towah Club Member or by a Towah Affiliated Merchant. You must be at least 18 years old.

Towah Club Membership is a free membership. Towah Club Membership provides members with a stored value account known as the Towah Club Account. We may require evidence of your identity, your personal address and your mobile phone number. To achieve full functionality of your Towah Club Membership we will ask you to provide documentary evidence of your identification and address. We may carry out checks on you electronically. This procedure is known as KYC (Know Your Customer). All regulated financial service providers must identify their customers before they are allowed to provide financial services to them. Detailed information is available at my.towah.com.

You can only have one Towah Club Membership. Trying to register more than one membership or trying to register with false name or address may result in termination of your account.

Towah has the right to refuse your membership application based on our internal application process. This decision is final and cannot be appealed.

Towah is committed to behaving with integrity, transparency and fairness. Our Code of Business Conduct is designed to help us achieve this aim.

The Code is the foundation of our commitment to these high standards and its effective implementation is a top priority for all of us. It clearly demonstrates that Towah is a trustworthy organisation operating with professional accuracy and fairness.

Towah wants everyone involved in the company - not just employees but members too - to respect the values contained within the Code and to conduct themselves accordingly. Any breaches of the Code of Conduct by our members will be investigated and as a result of which your account could be terminated. You can view our Code of Conduct at my.towah.com.

2. Your Towah Club Account

Your Towah Club Account is a personal and secure account. It is a part of the closed loop Towah payment platform.

Your Towah Club Account has the following functions:

i. Pay for products and services provided by Towah Affiliated Merchants online via Towah Payment Gateway

ii. Receive commission payments from Towah Affiliated Merchants

iii. Receive payments from or send payments to other Towah Club members anywhere in the world. You must be KYC approved. Detailed information on how to complete KYC is available at my.towah.com

iv. Load your Towah Club Account with personal funds using a variety of methods detailed on my.towah.com

Your Towah Club Account is not a bank account and can only be connected to your bank account for the purposes of sending money to and from your Towah Club Account. You will not earn any interest on any funds loaded on your Towah Club Account.

Only loaded funds are available to spend, Towah does not ever provide credit.

All Towah Club Account funds and transactions are in EURO currency. You may load your account and make payments in all other currencies and an appropriate exchange rate will be applied. Exchange rates are variable and fees depend on the loading and payment methods, geography and other third party financial institutions.

Towah Club Members are entitled to upgrade their membership and apply for additional products and services such as Towah MasterCard® Prepaid Card only via Towah Affiliated Merchants.

3. Using your Towah Club Account

Detailed instructions on how to use your Towah Club Account are found on my.towah.com. You will need to follow these instructions carefully. Before using your Towah Club Account you must ensure there are sufficient funds loaded in it. Upon your instructions, we will deduct the value of your transactions from the balance in your Towah Club Account. We will also deduct any applicable fees as soon as they become payable by you (see our Fees section).

We may at any time suspend, restrict or cancel your Towah Club Account for reasons relating to the following:

i. we are concerned about security of your account

ii. your account has been dormant or inactive with no payments in or transfers out for longer than three months

iii. we suspect your account is being used in an unauthorised or fraudulent manner

iv. we need to do so to comply with the law

iv. suspension or part-restriction of activities of an affiliated merchant account, or due to warnings of excessive chargeback situation from payment processors.

If we do this, we will tell you as soon as we can or are permitted to do so after we have taken these steps.

We may also refuse to pay a transaction:

i. if we are concerned about security of your Towah Club Account or we suspect your Towah Club Account is being used in an unauthorised or fraudulent manner

ii. if you have insufficient funds to cover the amount of the transaction and any applicable fees

iii. if we have reasonable grounds to believe that you are acting in breach of this agreement

iv. if we believe that a transaction is potentially suspicious or illegal (for example, if we believe that a transaction is being made fraudulently)

v. because of errors, failures (whether mechanical or otherwise) or refusals by merchants, payment processors or payment schemes processing transactions

If we refuse to authorise a transaction, we will, if practicable, inform you immediately unless it would be unlawful for us to do so.

You may correct any personal information we hold and which may have caused us to refuse a transaction by contacting us via email at: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

4. Loading your Towah Club Account

There are no limits on how much funds may be held in your Towah Club Account. Funds can be loaded to your Towah Club Account in a number of ways:

i. commission payment from Towah Affiliated Merchant
ii. payment transfer from another Towah Club Member
iii. internet banking transfer from your personal account
iv. bank wire transfer from your personal account
v. mobile phone SMS fund transfer
vi. cash top up at selected retail outlets

As a Towah Member you have access to the Towah Payment Gateway. Towah Payment Gateway is a PCI-DSS secure payment website which provides members with an array of payment methods.

It allows you to purchase products from Towah Affiliated Merchants online, using the following payment methods:

i. Towah Club Account existing funds
ii. Wire and online bank transfer
iii. Credit / debit cards*
iv. Cash Top-up at selected retail outlet

*Funds can only be used exclusively for online purchases from Towah Affiliate Merchants

6. Authorising Transactions

Subject to the features of the particular Towah Club Account, the authorisation of a transaction can include authorising any single transaction, a series or recurring transactions (including transactions for an indefinite period) or pre-authorising future transactions of a certain or uncertain amount. A Towah Club Account transaction will be regarded as authorised by you where you authorise the transaction at the point of sale (Towah Affiliated Merchant Website or Towah Payment Gateway) and verify the transaction by using your log in password.

Authorisation for a transaction may not be withdrawn (or revoked) by you after the time it is received.

However, the following transactions may be withdrawn if you or an additional Towah Club Account owner gives notice to the supplier (providing a copy of the notice to us):

i. Any transaction which is agreed to take place on a date later than the date authorised, as long as notice was provided no later than the close of business on the business day before it was due to take place

ii. Direct debits if they are to occur after the date of the withdrawal. We may charge you a fee if a transaction is revoked by you under this condition. Funds to cover the authorised transactions received by us will be paid over to the Towah Club Account immediately following the receipt by us of the instruction to make payment.

7. Cancellation of your Towah Club Membership and Towah Club Account

Your Towah Club membership agreement will continue indefinitely unless terminated. You may cancel your Towah Club Membership and Towah Club Account at any time.

You will not be entitled to a refund of money you have already spent on transactions authorised or pending, or any fees for use of the Towah Club Account before the Towah Club Membership is cancelled. If you cancel your Towah Club Membership, once all transactions and fees have been deducted, we will arrange for any unused funds to be refunded to you without delay but may incur fees depending on redemption method. Full details are available on my.towah.com, and can vary depending upon geographical location and personal circumstances. See Sections 10 and 11 "Redemption of Funds" and "Refunding of Transactions on your Towah Club Account" for further information.

We may also cancel your agreement without notice, for any of the following reasons:

i. if you break an important part of this agreement, or repeatedly break the agreement and fail to resolve the matter in a timely manner

ii. if you act in a manner that is threatening or abusive to our employees, or any or our representatives

iii. if you fail to pay fees or charges that you have incurred or fail to put right any shortfall

We may also cancel this agreement or suspend your account immediately if we believe your Towah Club Account is deliberately being used by you to commit fraud or for other illegal purposes. If we do this, we will inform you as soon as we are permitted to do so.

If we cancel your Towah Club Account you must tell us what you want us to do with any unused funds within 3 months of the date we tell you your Towah Club Account is cancelled. We can return the funds to the loading source, to a bank account in the same name as the Towah Club Account or we can issue a cheque for your refund. Please note we will need to verify your identity in order to satisfy Anti Money Laundering requirements. If we receive no contact within three months, the funds will be returned to the loading source.

If your Towah Club Account is dormant or inactive with no payments in or payments and transfers out for longer than 3 consecutive months, Towah reserve the right to charge a nominal monthly account service fee. See section 14 “Fee Schedule” for further information.

If your Towah Club Account remains dormant or inactive with no payments in or payments and transfers out for longer than 3 consecutive months and has a zero balance, Towah reserve the right to terminate the Towah Club Membership and Towah Club Account.

8. Keeping your Towah Club Account secure

You should treat security of your Towah Club Account like cash. If someone gains access to your Towah Club Account and funds are lost or stolen, you may lose your money. Follow these instructions carefully:

i. Keep your Towah Club Account information safe and do not let anyone else have access to your account

ii. Memorise the password and never disclose the password or security information to anyone

iii. If you suspect that someone else knows your password, you should change it immediately

iv. Check the balance on your Towah Club Account regularly by going to my.towah.com

You can access your Towah Club Account balance and a statement of recent transactions online at my.towah.com at any time. Your statement will show:

i. information relating to each Towah Club Account transaction which will enable it to be identified

ii. the amount of the Towah Club Account transaction shown in the currency in which the transaction was paid or debited to the account

iii. the amount of charges for the transaction

iv. the date the transaction is authorised or posted on to the account

You may also retrieve your current balance on your personal Towah Club Account using secure mobile phone SMS services. Full details are available on my.towah.com, and can vary depending upon geographical location.

9. Unauthorised or incorrectly executed payments

You must inform Towah without delay by emailing: This e-mail address is being protected from spambots. You need JavaScript enabled to view it if you know or suspect that your Towah Club password is known to an unauthorised person or if you think a transaction has been incorrectly executed.

If you instruct us to do so, we will investigate any disputed transaction or misuse of your Towah Club Account and we may require more information and assistance from you.

We will refund any incorrectly executed transaction unless we have any reason to believe that the incident has been caused by a breach of this agreement, gross negligence or we have reasonable grounds to suspect fraudulent activity.

However, if the investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence (for example by failing to keep your Towah Club Account or password secure), we will not refund the transaction amount.

10. Our liability

We will not be liable for any loss arising from:

i. any cause which results from abnormal or unforeseen circumstances beyond our control, consequences which would have been unavoidable despite all our efforts to the contrary

ii. an affiliated merchant refusing to accept your Towah Club Account

iii. our compliance with legal and regulatory requirements

iv. loss or corruption of data unless caused by our wilful default

We are also not liable for:

i. ascertaining or collecting taxes for any transactions or commission payments, however we advise our members to comply with requirements within their own jurisdiction

ii. business interruption, loss of revenue, goodwill, opportunity or anticipated savings

iii. any indirect or consequential loss

We reserve the right to charge you for any reasonable costs that we incur in taking action to stop you using this Towah Club Account and to recover any monies owed as a result of your activities.

11. Redemption of Funds

You have the right to redeem the funds on your Towah Club Account at any time in whole or in part. To do so, please sign in to your account and follow the instructions set out on my.towah.com.

You may request a bank wire transfer of funds from your Towah Club account to your personal bank account. This service is subject to your personal KYC application being completed and successfully approved and will incur a service fee. Please refer to section Fee Schedule.

If you are a Towah Card Club member you may transfer funds from your Towah Club Account to your Towah MasterCard Prepaid card.

12. Refunding of Transactions on your Towah Club Account

If you wish to request a refund for any transaction you have made using your Towah Club Account, you must first submit a written request to the relevant Towah Affiliated Merchant. If the Merchant agrees to your request for a full or part refund, they will instruct Towah to immediately credit your Towah Club Account.

Any refunds will be sent to your Towah Club Account, with the exception of credit or debit card transactions which will be returned to the originating credit or debit card only.

If the Towah Affiliated Merchant is unresponsive or if you are dissatisfied with the outcome, please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will do our utmost to assist you in resolving your issue by assessing your claim and through mediation with the Merchant.

You may be entitled to claim a refund in relation to transactions where:

i. the transactions was not authorised under this agreement

ii. we are responsible for a transaction which was incorrectly executed but notified to us in accordance with section 8 above

iii. a pre-authorised transaction did not specify the exact amount at the time of its authorisation and the amount charged by a supplier is more than you or an additional Towah Club Account holder could reasonably have expected taking into account normal spending patterns on the Towah Club Account or the circumstances of the transaction

iv. a claim for a refund in the circumstances set out above will not be accepted if the amount of the transaction was made available to you at least 4 weeks before the transaction date or it is made more than 8 weeks after being debited to your account

v. we were notified of the unauthorised/incorrectly executed transaction within 13 months of the debit date

13. Changes to Towah Terms and Conditions

We may change these terms at any time and we will notify you at least 30 days before the change is due to take effect. The up-to-date version of the Towah Club Membership Terms and Conditions will always be available on my.towah.com . All changes will automatically take effect and you will be taken to have accepted the notified change unless you tell us that you do not agree to the change. In that event, we will treat that notice as notification that you wish immediately to terminate your membership. In such circumstances we will refund any balance on the account in accordance with section Cancellation of your Towah Club Membership.

14. Fee Schedule

*Fees are variable depending on the loading and payment methods, geography, FX charges and other third party financial institutions

If we decide to increase or impose any new fees, we will inform you at least 30 days before any changes take effect.

Authorisation will be requested for all transactions at the time of each transaction.

15. Your Personal Details

You must enter your personal account details truthfully and accurately and keep this information up to date. To change or update your account information such as name, address, mobile phone number and email address please contact us by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Any email to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not informed us.

For the full functionality of your Towah Club membership it is vital that your personal details match precisely the information provided in your KYC application.

16. Data Protection

In signing up to the Towah Club Account on the Towah website and using it, you agree that we can use your personal information in accordance with our Privacy Policy. Our Privacy Policy is set out on my.towah.com. It includes details of the personal information that we collect, how it will be used, and who we pass it to. You can inform us if you do not want to receive any marketing materials from us.

17. Disputes with Towah Affiliated Merchants

If you have any disputes about purchases made using your Towah Club Account, you should settle these with the Merchant you bought the goods or services from. We are not responsible for the quality, safety, legality or any other aspect of any goods or services purchased with your Towah Club Account. Once you have used your Towah Club Account to make a purchase we cannot stop that transaction. If you are unable to resolve a chargeback or refund with your Towah Affiliated Merchant, please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it so that we can investigate and ensure that your claim is dealt with quickly and fairly.

18. Towah Member Support

If you have an enquiry relating to your Towah Club Account, please email Towah Support on This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will deal with your enquiry promptly. Towah Member support is operational from Monday to Friday, 8.00h to 16.00h CET, excluding holidays. Support is available via email contact only and in several languages.

19. Complaints

The Towah Club Account programme is managed by Towah Members Club Ltd, whose registered office is 5th Floor, 52-54 Gracechurch, London, EC3V 0EH, United Kingdom. If you are unhappy in any way with your Towah Club Account or the way it is managed, contact us by email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it so we can investigate the circumstances for you. Any complaints you have will be dealt with quickly and fairly.

You may be able to take unresolved complaints to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800 or email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

20. Compensation

The Towah Members Club Account is an electronic money product, but is exempt from the e-money directive as described in EMD2 Section 5 for closed loop payment systems. It is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover losses claimed in connection with the Towah Club Account. This means that in the unlikely event that Towah Members Club Ltd becomes insolvent your funds may become valueless and unusable and as a result you may lose your money.

21. Assignment

We may assign the benefit and burden of these terms and conditions to another company at any time, on giving you 30 days prior notice of this. If we do this, your rights will not be affected.

22. Governing Law

This Agreement is concluded in English. All communications with you will be in English. These terms and conditions will be construed in accordance with English law.

23. Fund Protection

As a responsible financial partner, Towah Members Club Ltd ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your Towah Club Account.

24. Towah Club Account Issuer

Your Towah Club Account is issued by Towah Members Club Ltd whose registered office is 5th Floor, 52-54 Gracechurch, London, EC3V 0EH, United Kingdom, Company Registration 07829775