Cardholder Agreement

  1. The Agreement
  2. General Information About Your Card
  3. Loading and Reloading
  4. Using Your Card
  5. Card Fees
  6. No Deposits. No Interest. No CDIC or DICO Insurance
  7. Preauthorized Payments and Recurring Automatic Transactions
  8. Cardholder Responsibilities
  9. Amendments to fees and terms of this Agreement
  10. Refunds and Merchant / ATM Provider Disputes
  11. Authorizations and Authorization Holds
  12. Sharing Information About You
  13. Statements or Transaction History
  14. No Liability
  15. Foreign Transactions
  16. Termination; Expiration
  17. Discontinuance of Service
  18. Lost or Stolen Cards; Your Liability for Unauthorized Use of your Card or PIN
  19. Notice of Error Resolution Rights



Please read this agreement carefully and keep for your records. You should sign the back of your new PIVOT VISA Prepaid Card upon receipt.


Congratulations and Welcome! This Cardholder Agreement (“Agreement”) sets forth the terms of your PIVOT™ Visa® Prepaid Card (“PIVOT Visa Card”) and tells you how it works. In this Agreement, the words “you” and “your” mean the person or persons who are authorized to use the Card. “We,” “us” and “our” mean PACE Savings & Credit Union Limited (“PACE”), our successors, affiliates or assignees. “Card” and “Card Account” mean the PIVOT VISA Prepaid Card we issued to you. Having a Card does not mean you have an account with PACE or that you are a member of PACE. You acknowledge and agree that the value available in the Card Account is limited to funds that you have loaded onto the Card Account. You agree to sign the back of the Card immediately upon receipt. The expiration date of the Card is identified on the front of your Card. The Card is a prepaid card. The Card is not connected in any way to any other account. You will not receive any interest on your funds in the Card Account. The Card will remain the property of Pace Savings & Credit Union Limited and must be surrendered upon demand. The Card is non-transferable, and it may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Our business days are Monday through Friday, excluding holidays, even if we are open. Please read this Agreement carefully and keep it for future reference.

1. The Agreement

By acquiring, activating, signing, using, or allowing another person to use your Card, you agree to the terms and conditions of this Agreement.  If you do not agree to the terms in this Agreement, do not use your Card.  You cannot use this card until it is activated. You may cancel the card at any time by calling 1-866-233-3658.
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2. General Information About Your Card

Your Card is issued by PACE Savings & Credit Union Limited pursuant to a license granted by Visa Inc. Use of this Card is governed by this agreement. The PIVOT VISA Card is a prepaid card and not a device that accesses money from an individual checking or savings account. When you use your Card, you are accessing the value associated with your Card and not making a withdrawal from a deposit account. Your Card is not a credit card or charge card and will not enhance your credit rating. You are not permitted to exceed the available balance associated with your Card for any Point of Sale (“POS”) or Automated Teller Machine (“ATM”) transaction. In the event that any transaction places your card into a negative balance and/or you receive cash or credit in error, you agree to reimburse us upon demand for such amount. We reserve the right to bill you for any negative balance. You agree to pay us promptly for the negative balance. We also reserve the right to cancel your Card and close your card account should you create one or more negative balances.


Obtaining and Activating your Card
Visit the Card Website www.pivotcard.ca to order or activate your Card. To order a Card, you must be a Canadian resident or Canadian citizen over 16 with a Canadian government-issued ID and a verifiable physical address (PO Boxes are not acceptable). When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see your driver’s license or other documents containing photo identification.
If we are able to verify your personal information, your card order will be successful and a personalized card will be mailed to you. If we are unable to verify your identity, we will require further investigation or additional documents from you.
Once you receive your PIVOT Visa Card, your card must be activated and funds loaded before you may use your Card for purchases or ATM withdrawals.


Authorized Users
You are responsible for all authorized transactions initiated and fees incurred by use of your Card. If you permit another person to have access to your Card or Card number, we will treat this as if you have authorized such use and you will be liable for all transactions and fees incurred by those persons. You are wholly responsible for the use of each Card according to the terms and conditions of this Agreement.


Secondary Cardholders
Secondary cardholders are not permitted.


Personal Identification Number (“PIN”)
You will be prompted to select a Personal Identification Number (“PIN”) when you successfully order your card. Your PIN is a security feature that functions as your signature, identifying you are the proper user of the Card to authorize any transaction made with the Card and allowing cash withdrawals at any ATM that displays the Visa® or Plus® brand marks. You should not write or keep your PIN with your Card. Never share your PIN with anyone. When entering your PIN, be sure it cannot be observed by others and do not enter your PIN into any terminal that appears to be modified or suspicious. If you believe that anyone has gained unauthorized access to your PIN, you should advise us immediately following the procedures in the paragraph labeled “Your Liability for Unauthorized Transfers.”
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3. Loading and Reloading

After you successfully order your Card (at which time we verify your identity) you may add and reload value at any time.
You may load and reload value by: (1) adding funds in person using the Loadhub service at participating Canada Post locations (minimum load is $25, maximum load is $500);(2) Visa Direct, through participating banks only, or (3) by other methods as we may offer you from time to time.  There is no maximum number of times you may value reload per day; however, the maximum dollar amount of value reloads you may make in one day is $2,500.00.
Personal cheques, cashiers’ cheques, and money orders sent to the Issuer are not an acceptable form of loading.  All cheques and money orders sent to the Issuer for loading will be returned. For Loadhub value loads or reloads, you generally will have access to your funds within one (1) hour after value loading or reloading. If your funds are not available after that time, please call us at 1-866-233-3658.
Funds loaded to your card may be applied to pending fees.
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4. Using Your Card

Once your Card is funded, you may: (1) use your Card to pay for purchases at places that have agreed to accept the Card; or (2) withdraw cash at any ATM that bears the Visa® or Plus® brand marks. The maximum amount that can be spent on your Card per day is $2500.00. For security reasons, we may limit the amount or number of transactions you can make on your Card.


Making Purchases
You may use your Card to purchase or lease goods or services wherever the Card is honored as long as you do not exceed the balance associated with your Card. You may not use your Card for any illegal transaction. If you want to make a purchase for an amount greater than the remaining balance, you must notify the merchant before completing the transaction. Some merchants do not allow cardholders to conduct split transactions (where you use the Card as partial payment for goods and services and pay the remainder of the balance with another form of legal tender). If you wish to conduct a split transaction and it is permitted by the merchant, you must tell the merchant to charge only the exact amount of funds available in the Card Account to the Card. You must then arrange to pay the difference using another payment method. Some merchants may require payment for the remaining balance in cash. If you fail to inform the merchant that you would like to complete a split transaction prior to swiping your Card, your Card is likely to be declined.
The maximum amount that can be spent on your Card per day is the balance associated with your Card up to $2500.00. The maximum balance that may be associated with your Card at any time is $5000.00. If you use your Card number without presenting your Card (such as for a telephone or internet purchase), the legal effect will be the same as if you had used the Card itself. Other limits may apply such as number of loads per day, number and dollar amounts of point of sale (POS) purchases per day, number and dollar amounts of ATM withdrawals per day. These limits are subject to change and any changes or additions will be posted at www.pivotcard.ca.
Pay at the pump transactions at an automated fuel dispenser are restricted. You may pre-pay for your fuel purchase inside with the cashier.
You are not allowed to exceed the available amount on your Card Account through an individual transaction or a series of transactions. Nevertheless, if a transaction exceeds the balance of the funds available on your Card, you shall remain fully liable to us for the amount of the transaction and any applicable fees.


Cash Access
With your PIN, you may use your Card to obtain cash from any Automated Teller Machine (“ATM”) which requires entry of a PIN and that bears the Visa® or Plus® brand marks. All ATM transactions are treated as cash withdrawal transactions. The maximum cumulative amount that may be withdrawn from an ATM is $250.00 per day and $250 per week up to the available balance of your card. Cash-back at a POS device or through a participating bank are both restricted and not allowed with this program.
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5. Card Fees

By accepting and using your Card, you are subject to various fees. The fees set forth in the chart below will be withdrawn from your Card Account as long as there is a remaining balance on your Card Account, except where prohibited by law, regardless of card status. You agree to pay any applicable fees for use of the card and the services provided. These fees will be deducted from your card balance. In the event that your card balance is not sufficient to cover any applicable fees, the balance of your Card Account will be applied to the fee amount. You agree to load or reload funds to your card with anamount equal to or greater than the fees owing. Please note all limits and fees are subject to change.


Maintenance Fees
When you order your Card, you agree that the monthly maintenance fee will begin immediately.  If you previously selected a Pay/Go or Annual fee plan which is no longer available, your fee plan will be automatically changed to the monthly fee plan at: (1) the end of the calendar month this agreement becomes effective for customers using the Pay/Go fee plan; or (2) on the anniversary of your account registration for customers using the annual fee plan.
The monthly maintenance fees are applicable as long as funds are available on your Card Account regardless of account status. In the event that your card balance is not sufficient to cover any applicable fees, the balance of your Card Account will be applied to the fee amount. We reserve the right to collect fees previously uncollected.
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6. No Deposits. No Interest. No CDIC or DICO Insurance

Funds associated with your Card are not considered deposits and do not establish an individual deposit account for you. Funds do not qualify for insurance by the Canadian Deposit Insurance Corporation or the Deposit Insurance Corporation of Ontario. You will not receive interest on the balance associated with your Card.
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7. Preauthorized Payments and Recurring Automatic Transactions

If you have preauthorized payments from the balance associated with your Card, to stop these payments, you must contact the merchant directly.  While using your Card for recurring automatic transactions is permissible, it is the responsibility of the cardholder to monitor the card balance to make sure it is sufficient to cover the transactions. Because your Card is prepaid and does not carry a credit line, a merchant that you have authorized to submit recurring transactions may suspend or cancel your service if the Card does not have enough associated value when the recurring transaction is submitted.
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8. Cardholder Responsibilities

You are responsible for:

  • Always knowing your balance and maintaining adequate value to pay for each transaction and all applicable fees. If you attempt to make a transaction for more than the value associated with your Card, the transaction may be declined. You can check your balance anytime by visiting www.pivotcard.ca or calling 1-866-233-3658;
  • Obtaining paper receipts or records of each POS or ATM transaction for which you use your Card and ensuring that the transaction record is accurate;
  • Obtaining paper receipts or records of each load and reload transaction and ensuring that the transaction record is accurate;
  • Agreeing that we may deduct the amount of your transactions and applicable fees, and any other amount owed to us directly from the balance associated with your Card;
  • Paying us immediately on demand if, for any reason, your Card does not have a sufficient associated balance to cover the amount of a transaction and amounts owed to us;
  • Not authorizing anyone else to use your Card or transferring your Card to anyone. You are not permitted to sell your Card.
  • Not using your Card for any illegal purpose;
  • Taking reasonable steps to always protect the security and confidentiality of the Card number and PIN you select;
  • Notifying us right away if you believe your Card or PIN has been lost or stolen or that someone has used or may use your card or PIN without your permission. You can notify us by calling 1-866-233-3658. Refer to “Lost or Stolen Cards; Your Liability for Unauthorized Use of Your Card or PIN”;
  • Cooperating with us in our investigation of any possible unauthorized use of your Card or PIN.

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9. Amendments to fees and terms of this Agreement

We reserve the right at any time to amend, change, delete or add to this Agreement and to apply any such modification to any Card that has been issued to you and to the value associated with your Card. We will provide you notice of any such modification as required by applicable law. If any changes are made for security purposes, we reserve the right to implement such change without prior notice. Any amendments to this agreement and the fees and services charges will also be updated online at www.pivotcard.ca from time to time. If we decide not to enforce our rights or charge a fee in one situation, we are not giving up our right to enforce it or to charge the fee in a later situation.
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10. Refunds and Merchant / ATM Provider Disputes

If you are entitled to a refund for any reason, you agree to accept a credit to the balance associated with your Card. Please allow 5 to 7 business days for a refund credit to post to your Card. We are not responsible for the delivery, quality, safety, legality or any other aspect of any goods or services that you purchase from merchants with your Card. We are not responsible for (i) the failure of any merchant to honour your Card; or (ii) the failure of any ATM machine to dispense cash.
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11. Authorizations and Authorization Holds

When you use your Card to pay for goods or services, certain merchants may ask us to authorize the transaction in advance and may estimate its final value.  When we authorize the transaction, we commit to make the requested funds available when the transaction finally settles and may place a temporary hold on the available funds associated with your Card for the amount indicated by the merchant.
Some authorization requests at merchants such as restaurants or hotels may also add an additional amount to ensure that sufficient funds will be available to cover the final transaction and a gratuity. If the amount of the authorization request exceeds the value associated with your Card, the transaction may be declined. Transactions at certain merchants that authorize high dollar amounts, especially rental car companies and hotels, may cause an “authorization” or a “hold” on your available balance for up to 90 days.  Until the transaction finally settles, or we determine that it is unlikely to be processed, the funds subject to the hold will not be available to you for other purposes. We will only charge the balance associated with your Card for the correct amount of the final transaction, but we will only release any excess amount when the transaction finally settles.
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12. Sharing Information About You

We will disclose information to third parties about your Card, the associated balance, or the transactions, loads, and reloads you make:

  • Where it is necessary for completing transactions, value loads, or value reloads;
  • In order to verify the existence and condition of your Card or associated balance for a third party, such as a credit bureau or merchant; 
  • In order to comply with government agency, court orders or other legal requirements;
  • To our employees, auditors, affiliates, service providers, or attorneys as needed;
  • As otherwise provided in our Privacy Policy

In all cases, the provisions of applicable federal or provincial laws regulating disclosure of personal information will take precedence.
You hereby agree to our collection, use, and sharing of information about you and your PIVOT VISA Prepaid Card as provided in ourPrivacy Policy, which is made a part of this Agreement. To review our Privacy Policy, visit www.pivotcard.ca.
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13. Statements or Transaction History

You can view your Card information and transaction history online at www.pivotcard.ca.
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14. No Liability

We will not be liable (a) if, through no fault of ours, you do not have enough money associated with your Card to complete a transaction; (b) if the ATM, bank, or merchant where you are trying to obtain cash does not have enough cash; (c) if the system, ATM or POS terminal was not working properly; (d) if circumstances beyond our control (such as fire or flood) prevent or delay a transaction, value load, or value reload from being completed, despite reasonable precautions that we have taken; (e) if you attempt to use a card that has not been properly activated or; (f) if your Card has been reported as lost or stolen, your Card has been suspended by us, or we have reason to believe a transaction was not authorized.
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15. Foreign Transactions

If your Card is used in a transaction that is submitted to the Visa network in a currency other than Canadian (“CDN”) dollars, Visa will convert the transaction amount into CDN dollars using its currency conversion procedure. Under the currency conversion procedure that Visa currently uses, the non-CDN dollar transaction amount is converted into a CDN dollar amount by multiplying the transaction amount in the non-CDN dollar currency by a currency conversion rate determined by Visa on the date the transaction is processed. This rate may differ from the rate in effect when the transaction occurred or when it was posted to the balance associated with your Card and may be higher than the rate you could have gotten if you had converted CDN dollars into cash. If a transaction initially in a foreign currency is converted to CDN dollars before it is entered into the Visa network, the conversion rates and fees of the company that did the conversion will apply. We charge a fee of 3% of the dollar amount of each transaction that you make in a country other than Canada, whether or not the transaction was in a foreign currency (See Section 5, Card Fees).
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16. Termination; Expiration

We may, at any time, suspend your Card and/or your ability to use your Card, for any reason allowed by law, such as if we suspect possible fraud or suspicious activity, or for security reasons. Your Card will expire on the expiration date on the card. Card fees will still be applicable regardless of account status. Upon termination or expiration of your Card, value loads/reloads and/or transactions will be restricted with your Card. If we terminate your Card, or if your Card expires and we do not provide a substitute or replacement Card, you may request any remaining balance associated with your Card be returned to you, after any applicable fees have been applied. You remain responsible for any use of your Card even after it is terminated or expires. To the extent permitted by law, you agree to pay attorneys’ fees and collection costs we incur in collecting amounts you owe us by enforcing ourrights under this Agreement.
Any accounts in a dormant state with no transactions, excluding a fee, or in a suspended status for over 90 days may be closed at our discretion.
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17. Discontinuance of Service

If we cease to provide services for your Card and if you have a positive balance at the time your Card becomes deactivated, we may arrange for a new Card to be issued to you by a different supplier whereby your card balance will be transferred and associated with the new Card, or we may issue a payment to you for the balance associated with your Card subject to certain terms and conditions that may apply at that time.
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18. Lost or Stolen Cards; Your Liability for Unauthorized Use of your Card or PIN

Notify us immediately if you believe your Card or PIN has been lost or stolen by suspending your Card at www.pivotcard.ca or by calling 1-866-233-3658.
If you believe your Card has been lost or stolen, or that someone has transferred or may transfer money from your Card Account without your permission, call Customer Support immediately. If you notify us within two (2) business days, your liability for unauthorized use may be limited to no more than $50. If you do not notify us within two (2) business days after you learn of the loss or theft of your Card and we can prove that we could have stopped someone from using your Card without your permission if you had promptly notified us, you could lose as much as $500. Under Visa Inc Bylaws and Rules, your liability for unauthorized Visa transactions on your Card Account is $0 if you notify us promptly and you exercise reasonable care in safeguarding your Card from loss, theft, or unauthorized use. This reduced liability does not apply if a PIN is used as the method of verification for a disputed transaction or you have reported two (2) or more incidents of unauthorized use in the immediately preceding twelve (12) month period. Also, if you become aware of and/or your statement shows transactions that you did not make, notify us at once. If you do not notify us within sixty (60) days after you become aware of the transaction and/or after the statement was made available to you, you may not get back any value you lost after the sixty (60) days if we can prove that we could have stopped someone from taking the value if you had notified us in time and you are grossly negligent or fraudulent in the handling of your Card. If your Card has been lost or stolen, we will close your Card Account to keep losses down.
Once you report your Card lost or stolen, we will immediately cancel your Card and issue a replacement Card. A replacement card fee may apply (see Section 5, Card Fees). Verification of a Zero Liability claim can take up to sixty (60) days and may require a police investigation. The Zero Liability policy does not apply to ATM transactions where a PIN is used. You are responsible for all uses of the Card with the PIN at an ATM, whether initiated by you or anyone else using the Card and PIN.
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19. Notice of Error Resolution Rights

If you identify an error in any transaction record, you must address such error with the applicable merchant or ATM operator. If you believe a transaction on your Card account is incorrect, you must notify us in writing of your dispute within sixty (60) days of the transaction date. You can obtain a dispute form by emailing us at Support@mypivotcard.ca that must be completed and returned to Customer Support. Please note that this form must be received within sixty (60) days of the date of the disputed transaction or you will have been deemed to have accepted such transaction.
It may take up to 120 business days to investigate your complaint or question(s) with the merchant and/or network. We will suspend your account to protect any funds and may suggest that you request a replacement card. If we ask you to put your complaint or question in writing and we do not receive your written response within 10 business days, we may refuse to credit your Card.
Please ask the merchant for any return policy that may apply to purchases made with the Card. We are not responsible for any problems you may have with any goods or services that you purchase with your Card, whether with regard to quality, safety, legality, or any other aspect of your purchase. If you are entitled to a refund for any reason for goods or services obtained with the Card, you agree to accept credits to the balance on your Card in place of cash.
If you have a complaint or inquiry about any aspect of your Card balance, please call 1-866-233-3658 or by email at support@mypivotcard.ca. We will do our best to resolve your complaint or inquiry. If for some reason we are unable to do so to your satisfaction, you may refer your inquiry or concern to the Ombudsman for Banking Services and Investments at 1-888-451-4519 for resolution. You may also communicate the complaint or inquiry to: Financial Consumer Agency of Canada 427 Laurier Avenue West, 6th Floor, Ottawa, ON, K1R 1B9, Tel # 1-866-461-3222.
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GeneralMonthly
Card order and Activation FeeFree
Plan Fee$5.95/ month
Purchase Transaction FeeFree
Adding Money to Your PIVOT Visa CardMonthly
Loadhub Load (charged at the time of load/reload available at participating Canada Post locations)$3.95
Visa Direct, through participating BanksFree
Withdrawing Money from Your PIVOT Visa CardMonthly
ATM Domestic Cash Withdrawal Fee$3
ATM International Cash Withdrawal Fee$3
ATM Domestic Non-Monetary (e.g. decline or balance inquiry)$1
ATM International Non-Monetary (e.g. decline or balance inquiry)$1
International Exchange Ratebank rate + 3%
Interac e-Transfer$1.50
Card to Card Transfer, between PIVOT Cardholder accounts onlyFree
Managing Your AccountMonthly Fee Plan
Online Transaction Activity AccessFree
Automated Customer Care thru www.pivotcard.caFree
Live Customer Support$2.00 per call
Card Replacement Fee$9.95
Card Cancellation & Refund Fee$10
Negative Balance Fee$10
Inactivity Fee after 6 months in a dormant state with no transactions, excluding a fee, regardless of account status. $25
Limits*Monthly
Max Transaction Load Amount-via Loadhub$500
Max Daily Load Amount-via Loadhub$2,000
Max Transaction Amount-via Interac e-Transfer $250
Max Daily Amount-via Interac e-Transfer$500
Max Daily Spend Amount$2,500
Max Daily ATM Withdrawal$250
Max Weekly ATM Withdrawal$250
Max Balance on PIVOT Account$5,000