Welcome to your DOSH™ Prepaid Card!

Thank you for choosing the DOSH Prepaid Mastercard®. This Card is powered and issued by allpay Limited.

Your Card must be used in accordance with the below Terms and Conditions that form part of this agreement. By activating and using the Card, you agree to be bound by these terms and conditions. Please read them carefully and retain a copy for your records.

This account and Card are provided for personal use only. You must not use your account or Card for business purposes, including receiving business income, making business payments, operating a business, holding funds on behalf of a business, or receiving payments for goods or services you provide. If we reasonably believe your account is being used for business purposes, we may restrict, suspend or close your account in line with these Terms.

Which Terms and conditions are right for me?

If you joined DOSH before the 8th September 2026, please click the link below to access version 1 of our terms and conditions that are relevant until the 8th November 2026 before reverting to the updated terms and conditions shown on this page.

Terms and Conditions V.1

If you joined DOSH on or after 8th September 2026, the below terms and conditions apply to your account.

Terms and conditions

1. Definitions

For the purposes of these terms, the following definitions apply:

“Card” refers to the DOSH Prepaid Mastercard® issued to you by allpay Limited.
“you” refers to the named cardholder.
“us”, “we” or “our” refers to allpay Limited, who issues your DOSH Prepaid Card.
“Account” refers to the electronic account associated with your Card where the funds are stored.
“Terms” refers to these terms and conditions governing the use of the Card.
“DOSH app” means the mobile application or digital service that allows you to access, manage and use your DOSH Account.
“Available balance” means the funds available in your Account after taking account of pending transactions, fees, limits, restrictions and any amounts we are entitled to deduct or hold.
“Business day” means any day other than a Saturday, Sunday or bank holiday in England and Wales.
“Transaction” refers to any action involving the use of the Card to make a payment, withdraw cash, or perform other functions as permitted by these Terms.
“Negative Balance” refers to any balance below £0

2. Card issuance and activation

2.0 Eligibility and account ownership

You must satisfy our eligibility, identity, residency and verification requirements before we open or continue to provide your DOSH Account. Your Account is personal to you and must not be used by anyone else, transferred to another person, held for another person, or used to receive or hold money that does not belong to you unless we have agreed this in writing or the law requires us to recognise an authorised representative.

2.1 Activating your card

Once you’ve signed up to DOSH, you can start using your card details immediately for online purchases. Your physical card will usually arrive within 5 working days of sign up; once you receive your card, you’ll need to activate it within the app. You can then get your PIN via the app too.

2.2 Identity verification requirements

As per our regulatory obligations, you will be required to provide identification documents to verify your identity. We reserve the right to request updated documents or further information from you at any time during the relationship. Failure to provide this could result in closure of your account. Please note that this is not a credit check; however, we will carry out checks to verify your identity and address. These searches will not impact your credit record.

2.3 Managing your PIN

Never share your PIN with anyone
Select a PIN that cannot be easily guessed. Do not use birth date or partial account numbers and try to avoid using sequential numbers like 1234, or repeated numbers like 1111.
Memorise your PIN, do not write it down on your card or keep it on a piece of paper with your card.
Do not use your PIN as a password for other bank services.
Do not use the same PIN for all of your cards.
Be aware of others nearby when entering your PIN at a point of sale or ATM

2.4 Protecting your information

To help protect you from fraud and scams, it’s important to know what information we will never ask for. We will never ask you to:

Share your PIN or full card number
Share one-time passcodes (OTPs) or security codes sent to you by text, email or in-app
Share your online account login details or passwords
Transfer money or make a payment to keep your account safe
Download software or apps to allow us access to your device
Respond to unexpected requests for personal or financial information via email, text, or phone

If anyone asks you for any of the above while claiming to be from DOSH or allpay, this is a scam. If you are ever unsure:

Do not share any information
Do not make any payments
Contact us using the official contact details shown in the DOSH app or in these Terms and Conditions

Prompt reporting helps us protect you and take action to prevent further fraud. Please contact us at support@mydosh.com or on 0333 188 9932.

2.5 Protecting your app, device and security credentials

You must take reasonable steps to keep your DOSH app, device, passcodes, biometric access, email account, phone number, security credentials and one-time passcodes safe. You must keep your contact details up to date, install security updates when available, avoid using unsecured or compromised devices, and tell us immediately if your device is lost, stolen, compromised, or if you believe someone else may have access to your Account.

2.6 Loss of app or digital access

If you cannot access the DOSH app because your device is lost, damaged, changed, unavailable, or because you cannot complete authentication, you should contact DOSH Customer Support as soon as possible. We may need to verify your identity before restoring access, giving information, freezing your Card, cancelling payments, handling disputes, closing your Account or making changes to your details.

3. Fees and limits

As a DOSH account holder, you may be charged fees in relation to the use of your account, card and the services available to you. You may also be subject to limits and restrictions when making or receiving payments, loading funds, using your card, withdrawing cash, or setting up and paying Direct Debits. The fees and limits that apply to your DOSH account are set out in the DOSH Fees and Limits Information document. These fees and limits form part of your agreement with us.

All fees will be charged to your account and automatically deducted from your available balance. You must make sure there are enough funds in your account to pay any fees, charges, payments or transactions due from your account.

Where there are not enough funds in your account to cover a fee, the fee will stay in a pending state until there is enough balance to debit it.

We may apply, amend or remove fees, charges, limits or restrictions from time to time in accordance with these Terms and Conditions. We may also apply additional controls, limits or restrictions where we consider this necessary for fraud prevention, financial crime prevention, security, regulatory compliance, customer protection or operational reasons.

Some limits and controls may apply immediately where required for security, fraud prevention, financial crime prevention, customer protection, regulatory compliance, payment scheme requirements, or to prevent misuse of the Account. We will tell you about applicable limits before or when they apply, unless we are unable to do so for legal, regulatory, security or fraud prevention reasons.

4. Loading funds

4.1 Loading funds onto your Card

You can load funds onto your DOSH card via faster payment from another payment account. Your DOSH account details are located in your DOSH app. You can provide your account number and sort code to your workplace or benefit provider, and they will be able to send you your money using these details.

You can deposit funds in cash at the Post Office. Take your DOSH card and your cash into your local Post Office and advise the cashier that you would like to put money on to your card. You will need to enter your PIN, contactless is not available for this type of transaction.

Cash deposits at the Post Office are subject to the availability, opening hours, service rules, limits and checks that apply at the Post Office and to your DOSH Account. A cash deposit may be refused, delayed, reversed or investigated where required for security, fraud prevention, financial crime prevention, operational or regulatory reasons.

4.2 Restrictions

You can only load up to the maximum amount permitted under the limits that apply to your DOSH account. Your account balance must not exceed the maximum account balance limit set out in the DOSH Fees and Limits Information document. Please refer to section 3 of these Terms and Conditions and the DOSH Fees and Limits Information document for applicable payment, loading and transaction limits.

You must only load or receive funds that belong to you or that you are entitled to receive. You must not use your Account to receive, hold, move or disguise funds for another person, to act as a money mule, to avoid financial crime controls, or to receive funds from illegal, restricted or high-risk activity. We may refuse, return, delay or restrict an inbound payment where we reasonably consider this necessary.

5. Using the card / account

5.1 Availability

Your Card can be used at retailers displaying the Mastercard® acceptance mark, excluding limited acceptance Merchants in the EU/EEA that do not accept prepaid cards. You can use your card outside of the UK (subject to additional fees), excluding those countries which have been blocked due to Government imposed sanctions or at the discretion of allpay Limited. Your card can be used for point of sale (POS) purchases, e-commerce purchases (online) and ATM withdrawals. You will not be permitted to use your card at Quasi cash or Money Transfer merchants; this includes purchasing things such as cryptocurrency. You can use your card to make contactless transactions up to the value of £100, however some merchants may set their own contactless limit which could be lower than this. If you do not wish to have contactless functionality available on your card, please contact DOSH Customer Support. You will be asked to enter your PIN periodically for security reasons.

You must use your Account and Card lawfully and in line with the purpose of a personal prepaid e-money account. You must not use your Account or Card for illegal activity, fraud, money laundering, terrorist financing, sanctions evasion, account sharing, business use, high-risk or prohibited transactions, or any activity that could cause harm to you, us, other customers, payment systems, Mastercard, merchants or third parties.

5.2 A Service availability and outages

We will take reasonable steps to make your Account, Card, app and payment services available, but we do not guarantee that they will always be uninterrupted or error-free. Services may be unavailable, delayed, restricted or interrupted because of planned maintenance, emergency maintenance, third-party provider issues or circumstances outside our reasonable control.

5.3 Faster payments

Your account can be used to make person-to-person and person-to-business transfers using the online payment functionality. Note: a minimum value of £1.00 applies per faster payment. You cannot make a faster payment for under £1.00.

Payment instructions are treated as received when we receive them with the information required to process the payment and after any required security, authentication, balance, limit, fraud, financial crime or operational checks have been completed. Faster Payments are usually sent quickly, but they may be delayed, refused or returned where required by law, regulation, payment scheme rules, security checks, fraud prevention, financial crime prevention, insufficient funds, incorrect details, limits, system availability, or operational reasons.

You are responsible for checking payment details before confirming a payment. Once a Faster Payment has been authorised, you may not be able to cancel it. If you make a payment to the wrong account or believe you have been scammed, you should contact us immediately so that we can try to help, although recovery is not guaranteed.

5.3.1 Payments received by mistake or linked to fraud

If money is paid into your account by mistake, without proper authority, or where we reasonably believe the payment may be connected to fraud, an APP fraud claim, a payment recall, or another payment dispute, you authorise us to take action to correct or reverse the payment. This may include removing the equivalent amount from your available balance, returning the payment to the sending payment service provider, or otherwise restricting the funds while we investigate. We may do this without giving you advance notice where we consider it necessary to protect you, us, the sender, another payment service provider, or the integrity of the payment system. We may also share relevant information about you and the payment with the sending payment service provider, law enforcement, regulators, or other parties where we are required or permitted to do so by law, regulation, scheme rules, or for fraud prevention and recovery purposes.

5.3 Direct debits

You are able to set up Direct Debits from your account using the account details on your card or in the app. Funds will be debited from your card by 2pm on the date that the Direct Debit is due. You must ensure that you have sufficient funds available on the card to pay a Direct Debit that is due. If there are not enough funds in your DOSH Account to pay a Direct Debit when it is due, the Direct Debit may be refused or returned unpaid. Where this happens, a failed Direct Debit fee may apply. Any applicable fee is set out in the DOSH Fees and Limits Information document.

A Direct Debit may be represented by the collecting organisation if it is unpaid. The organisation collecting the Direct Debit may also charge you under its own agreement with you. Cancelling a Direct Debit with us stops future collections from your DOSH Account where cancellation is effective in time, but it does not cancel your separate contract or obligation with the organisation collecting the payment.

5.4 Direct Debit Guarantee

Direct Debits collected from your DOSH Account are covered by the Direct Debit Guarantee.

The organisation collecting the Direct Debit is responsible for providing you with the Direct Debit Guarantee when you set up the Direct Debit Instruction and for giving you advance notice if the amount, date or frequency of the Direct Debit changes, in accordance with the Direct Debit Scheme rules.

The Direct Debit Guarantee protects you if an error is made in the set-up or collection of a Direct Debit. This may include where a Direct Debit is collected for the wrong amount, on the wrong date, or after the Direct Debit has been cancelled. If this happens, you may be entitled to a refund under the Direct Debit Guarantee.

If you believe an error has been made with a Direct Debit collected from your DOSH Account, you should contact us as soon as possible. We may ask you for information to help us review the payment and assess whether a refund is due under the Direct Debit Guarantee.

You can cancel a Direct Debit at any time through your DOSH Account where this functionality is available, by contacting DOSH Support Team, or by contacting the organisation collecting the payment.

The Direct Debit Guarantee does not affect any separate agreement between you and the organisation collecting the payment. If you have a dispute about goods or services provided by that organisation, you should raise this directly with them.

5.5 Direct Debit Limits

To help protect customers and manage fraud, financial crime and operational risks, Direct Debit payments may be subject to value, volume or frequency limits.

Current Direct Debit limits are set out in the DOSH Fees and Limits Information document. These limits form part of your agreement with us and apply to all Direct Debit payments made from your DOSH Account.

We may amend Direct Debit limits from time to time. Where we make changes, we will notify you in accordance with these Terms and Conditions.

If a Direct Debit would cause an applicable limit to be exceeded, we may refuse, delay or return the payment.

6. Balance and transaction information

6.1 Checking card balance

You can check your card balance in the DOSH app or at any ATM where this service is available.

6.2 Viewing transaction history

You can view your transaction history within the DOSH app. Be sure to check your transaction history regularly for any unauthorised activity.

You can request information about your Account and transactions by contacting DOSH Customer Support. After your Account is closed, we may continue to provide transaction information where required by law or regulation, subject to identity verification and our record retention requirements.

6.3 Negative balances and overdrafts

Your DOSH account is a prepaid account and does not have an overdraft facility. If for any reason a transaction goes through which exceeds your available balance, it may take you into a negative balance, and you will be required to top up your account. We will contact you if the account is not topped up in a timely manner.

You must repay any negative balance promptly. We may off set money paid into your Account against any negative balance, unpaid fees, reversed transactions, chargebacks or other amounts you owe us.

7. Card expiry and renewal

7.1 Card validity

Your Card is valid for 3 years from the date of issue.

7.2 Card renewal

Unless you tell us otherwise, your card will be automatically renewed 45 days prior to the expiry date shown on your Card. The long card number will be different, but your PIN will stay the same.

7.3 Remaining balance on an expired card

When your card is renewed, your remaining balance on your previous card will automatically be available on your new card. If you do not wish for your card to be renewed, any remaining balance will remain on your account, and you can request a reimbursement by contacting DOSH Customer Support.

7.4 Damaged cards

If your card is damaged, you can request a new one via the DOSH app. Any applicable replacement card fee is set out in the DOSH Fees and Limits Information document. Please refer to section 3 of these Terms and Conditions for more information about fees and limits.

If your Card is not delivered, is delivered to the wrong address, or is returned to us, you must contact DOSH Customer Support. You are responsible for keeping your address and contact details up to date. We may refuse to send or replace a Card until we have verified your identity and address.

7.5 Death, incapacity and authorised representatives

If we are told that you have died, lost capacity, or that someone is legally authorised to act for you, we may restrict access to your Account until we have received and verified appropriate evidence. We may only deal with a power of attorney, deputy, appointee, executor, administrator, guardian or other representative where we are satisfied, they have lawful authority to act.

8. Lost or stolen cards

8.1 Reporting your card as lost/stolen

In the event that your card is lost or stolen, you must report this immediately to us to block any unauthorised usage. You should freeze your card within the DOSH app as soon as you become aware your card is lost or stolen.

8.2 Liability

You may be responsible for unauthorised transactions where you have acted fraudulently, intentionally, or with gross negligence, including by failing to keep your Card, app, device, PIN, passcodes or security credentials safe. Once you have told us that your Card, Account, device or security credentials may be lost, stolen, misused or compromised, you will not be responsible for further unauthorised use unless you have acted fraudulently. We will assess liability in accordance with applicable payment services law.

9. Fraudulent activity on account

9.1 Reporting fraud

Where you suspect or identify fraudulent activity on your card or account, you must report this to us without undue delay, and in any event, within 13 months of the fraudulent activity taking place.

9.2 Blocking your card

Once reported, your card will be blocked and replaced, and your account will be temporarily frozen where this is required.

10. Dispute resolution

10.1 Raising a dispute

If you believe that there is an error, you have been mischarged, goods or services have not been provided as expected, a transaction has been duplicated, a cash withdrawal has failed, or there has been unauthorised activity on your account, you should contact us at support@mydosh.com or on 0333 188 9932 as soon as possible.

10.2 Timeframes

Initial Notification – you must notify us immediately upon noticing a transaction you do not recognise or need to dispute. If you are disputing a transaction due to fraudulent activity, you may only dispute transactions that have happened within the previous 13 months.
Investigation period – once we have received your dispute, we will investigate promptly. Disputes can take up to 90 days to investigate.
Where you report a transaction as unauthorised, we may apply a temporary credit to your DOSH account while we investigate.
Final resolution – once our investigation is complete, we will notify you of the outcome. If the dispute is resolved in your favour, the temporary credit. will become permanent. If the dispute is not resolved in your favour, the provisional credit will be reversed, and you will be responsible for the disputed amount.
If the disputed amount is not available of your account, in line with clause

10.3 Required documentation

To support your dispute, you may be required to provide additional documentation. This may include, but is not limited to, copies of receipts, any correspondence with relevant parties, and a crime reference number. We will explain the process that applies to the transaction you are disputing when you raise your dispute.

Different dispute types may each be subject to different rules, evidence requirements and timescales. We will explain the process that applies when you raise your dispute.

11. Authorised push payment (APP) fraud

11.1 What is APP fraud?

APP fraud is where you are tricked into sending money to a fraudster via bank transfer or other online payment methods. You might believe that you are paying for legitimate goods or services, but you’re actually being deceived by a scammer.

11.2 Getting your money back if you have been scammed

If you have been a victim of authorised push payment (APP) fraud, you may be entitled to receive your money back.

Claiming your money back – if you think you have been scammed, you need to let us know as soon as possible and, in any event, within 13 months of making the payment. You can contact us at support@mydosh.com or 0333 188 9932. Please make sure you provide us with as much information as possible to help us investigate your claim and give us the best chance of getting your money back to you.
How long will it take? If your claim is valid, we’ll aim to refund you within 5 working days. However, if we need to get extra information from you, it might take up to 35 working days for your funds to be reimbursed.

11.3 Fees

Please note that we may apply a £100 excess to any claim, and you may not always be eligible for reimbursement.

APP fraud reimbursement applies only to in-scope payments and is subject to the rules that apply at the time of the claim. You may not be eligible for reimbursement where the claim falls outside the applicable rules, where the issue is a civil dispute rather than APP fraud, where you have acted fraudulently, or where an exclusion applies.

12. Confirmation of payee (CoP)

12.1 What is CoP?

CoP is an extra security check to help protect account holders across the UK from scams. A CoP check confirms that a payment account belongs to the person that is being paid. Other payment service providers will also apply CoP to payments to check that your name matches the name a payer has inputted when they are trying to pay you.

You should review any Confirmation of Payee result carefully before sending a payment. A match, close match, no match, unavailable result or opt-out message does not guarantee that a payment is safe or recoverable. If you choose to continue with a payment after a warning or mismatch, this may be relevant to how we assess any later scam claim, subject to applicable law and any vulnerability considerations.

12.2 Opting out of CoP

All cardholders have been automatically opted into CoP, a service that checks the name on the account being paid. It’s designed to help protect against fraud and misdirection of payments. We agree to opt-out requests in exceptional circumstances. If opted out of CoP, your account won’t be checked when another person or business tries to make a payment to be received by you. Opted out accounts can still use CoP when sending a payment to another account. Please contact us to opt out of CoP.

13. Strong customer authentication (SCA)

Strong Customer Authentication (SCA) is designed to strengthen security when you are using your card. It is an additional layer of security that will be needed when you make online purchases using your card; where the merchant requests it, you will need to login into your DOSH app and approve the transaction. This will ensure that your online purchases are verified and helps to protect you from the risk of online fraud.

If you cannot complete SCA because you do not have access to your device, app, mobile number, you should contact DOSH Customer Support. We may decline or delay a transaction where SCA is required and cannot be completed, or where we consider that further checks are needed to protect you or the security of your Account.

14. Privacy and data protection

14.1 Collection of your personal information

We are required to collect personal information from you in order to provide you with your Card and provide the service as agreed within these Terms. This information includes the following:

Personal Details: Your full registered name, residential address, date of birth and contact information.
Personal Identification documents: Copies of your ID as per clause 2.2 of these terms.
Transaction data: Details of transactions made using the Card and Account, including the date, amount and merchant.
Usage data: information about how you use the Card and our services.

14.2 Use of your personal information

We use your personal information for the following purposes:

Account Management: To manage your Card account and provide you with our services.
Transaction Processing: to process transactions and provide you with transaction history and statements.
Fraud Prevention: To detect and prevent fraud, unauthorized transactions, and other illegal activities.
Regulatory: To comply with legal and regulatory requirements, including anti-money laundering and counter-terrorism financing laws.
Communication: to communicate with you about your account, transactions, and any updates to our services or terms.

14.3 Protection of your personal information

We take the security of your personal information seriously and implement appropriate measures to ensure it is protected from unauthorised access, loss or misuse.

14.4 Your data rights

You have the following rights regarding your personal information:

Access: You have the right to request access to the personal information we hold about you.
Correction: You have the right to request correction of any inaccurate or incomplete personal information.
Deletion: You have the right to request deletion of your personal information, subject to certain legal and regulatory requirements.
Objection: You have the right to object to the processing of your personal information for certain purposes, such as direct marketing.
Restriction: You have the right to request restriction of the processing of your personal information in certain circumstances.
Portability: You have the right to request a copy of your personal information in a structured, commonly used, and machine-readable format.

To exercise any of these rights, please contact our Data Protection Team at dataprotection@allpay.net.

Please see our Privacy Statement for more information. https://www.mydosh.com/dosh-privacy-policy/

15. Third party content disclaimer

15.1 Financial education

The financial education lessons available in this app are provided by an independent third-party company, DOSHI, and are not created or endorsed by DOSH. Some educational materials may refer to financial services such as bank transfers, credit scores, or other products that are not offered as part of our prepaid e-money product.

These references are for general educational purposes only and do not reflect the features, capabilities, or services of our product. If you have any questions about what is or isn’t included with your prepaid account, please refer to our official product information within the app or contact DOSH Customer Support.

15.2 Benefits calculator

The benefits calculator made available within the DOSH app is provided by Inbest and is operated independently of DOSH and allpay Limited. The benefits calculator, including any information, estimates, calculations or results it produces, is supplied by Inbest and not by DOSH.

The information generated by the benefits calculator is provided for general information purposes only and is based on the information you input, and the assumptions applied by Inbest. DOSH does not verify, review or guarantee the accuracy, completeness, suitability or timeliness of the information or results provided by the benefits calculator.

The benefits calculator does not constitute advice, a recommendation, or an official determination of benefit entitlement. You should not rely on the benefits calculator as a substitute for professional advice or decisions made by relevant benefits authorities. If you are unsure about your benefits or financial position, you should seek independent advice or contact the appropriate authority directly.

DOSH accepts no responsibility or liability for any loss arising from your use of, or reliance on, the benefits calculator or the information it provides.

Third-party content, tools and services may be changed, withdrawn, unavailable or replaced at any time. Where a third-party service has its own terms, privacy notice or eligibility requirements, those terms may apply in addition to these Terms. We are not responsible for the availability, accuracy, suitability or decisions of third-party providers, except where the law says we are responsible.

16. Amendments to these Terms and Conditions

This agreement will always be available in the DOSH app and on our website.

We may make changes from time to time to these Terms and Conditions, the fees we charge, the limits that apply to your account or card, the way we provide your account, card or app, or any other document that applies to your DOSH account.

We may make these changes for the following reasons:

to comply with changes in law, regulation, regulatory guidance, industry standards, payment scheme rules, Financial Ombudsman decisions, court decisions, or any other legal or regulatory requirement;
to reflect changes to the way DOSH, allpay Limited, Mastercard, Faster Payments, Direct Debits, payment systems, safeguarding arrangements, technology, security requirements or financial services generally operate;
to reflect changes in the cost of providing, maintaining or supporting your account, card, app, payments, customer support, fraud prevention controls, financial crime controls or other services connected to your DOSH account;
to introduce, remove, update or change features, functionality, payment methods, limits, fees, security controls, verification requirements or services connected to your DOSH account;
to improve the security, resilience, fairness, clarity or operation of your DOSH account, card, app or these Terms and Conditions;
to make these Terms and Conditions easier to understand, more accurate, more consistent, or to correct errors, omissions or outdated information;
to respond to actual or suspected fraud, scams, financial crime, misuse of the account, security risks, operational risks, technical issues or changes in our risk appetite; or
for any other valid reason where the change is proportionate and does not unfairly disadvantage you.

We may also make favourable changes to these Terms and Conditions or our ‘DOSH Fees and Limits Information’[FM5] [FM6] , including reducing or removing fees, increasing limits, improving services or introducing additional account or card features, at any time.

When we make a change, we will explain what is changing, when the change will take effect, and the reason for the change. We will contact you using one of our usual methods of communication, which may include email, push notification, letter or another secure method.

The amount of notice we give you will depend on the type of change:

if the change relates to an existing regulated payment service or e-money service, or is otherwise required to be notified under applicable payment services or e-money rules, we will give you at least two months’ notice before the change takes effect, unless the change is more favourable to you or the law allows us to make the change sooner;
if the change is required by law, regulation, payment scheme rules, a regulator, a court, the Financial Ombudsman, or for urgent security, fraud prevention, financial crime, operational or technical reasons, we may make the change sooner or immediately and tell you as soon as we reasonably can;
if the change is favourable to you, we may make it immediately and let you know before or shortly after the change takes effect;
if the change relates to a non-regulated service, optional feature, educational content, third-party service or other feature that is not a regulated payment or e-money service, we will give you at least 30 days’ notice where the change is material and may affect you; and
if the change is minor, administrative, correcting an error, improving clarity, or does not materially affect your rights or obligations, we may make the change immediately and tell you where appropriate.

If you do not agree to a change, you can tell us before the change takes effect and ask us to close your account. We will not charge you a fee for closing your account because you do not agree to a change. You will need to repay any money you owe us, allow any pending transactions or Direct Debits to clear, and transfer or withdraw any remaining available balance before your account can be closed.

If we do not hear from you before the change takes effect, or if you continue to use your account or card after the change takes effect, we will treat this as your acceptance of the updated Terms and Conditions.

16.1 Communications and notices

We may contact you by email, phone, SMS, push notification, in-app message, letter, website notice or any other reasonable method using the contact details you have provided. You agree that we may provide notices and information electronically unless the law requires another method. You must keep your contact details up to date and read messages from us. A notice will be treated as received when it is made available to you electronically, sent to your last known contact details, or delivered by the method we use, unless the law requires a different approach.

17. Termination, Suspension and Cancellation

17.1 Our right to suspend, restrict or close your account

We may suspend, restrict or close your Account, refuse to issue, replace or renew a Card, or otherwise limit the services available to you where we reasonably consider it necessary to do so.

This may include where:

you breach these Terms and Conditions or fail to comply with any applicable law or regulation;
we are unable to satisfy our legal, regulatory or risk management requirements;
we reasonably consider it necessary to protect you, other customers, DOSH, allpay or third parties from fraud, financial crime, misuse, security risks or other harm;
your use of the Account is inconsistent with the purpose for which the product is provided;
your Account remains in a negative balance for a prolonged period, and you do not take reasonable steps to repay the amount owed;
we decide to withdraw, discontinue or materially change the DOSH product or any associated service; or
we are otherwise required or entitled to do so by law, regulation, court order or the instruction of a competent authority.

This list is not exhaustive. We may suspend, restrict or close your Account where it is reasonable and proportionate to do so in order to comply with our legal and regulatory obligations, manage risk, or protect our customers, business, systems or reputation.

17.2 Notice of Suspension or Closure

Where we decide to close your Account for business, operational or commercial reasons, we will normally provide advance notice before closure takes effect.

Where applicable law or regulation requires a minimum notice period, we will provide at least that amount of notice. At the date these Terms and Conditions were published, this will normally be at least 90 days’ notice for certain account closures, unless an exception applies under applicable law or regulation.

Different notice periods may apply depending on when the Account was opened and the reason for the closure.

17.3 Immediate Suspension or Closure

We may suspend, restrict or close your Account immediately, without prior notice, where we reasonably consider that immediate action is necessary to:

comply with a legal or regulatory obligation;
protect the security of your Account, Card, our systems or other customers;
prevent or address actual, suspected or potential fraud, financial crime, misuse of the Account or other unlawful activity; or
protect DOSH, allpay or third parties from material risk or harm.

17.4 Information about our decision

Where we suspend, restrict or close your Account, we will normally provide information about our decision.

However, there may be circumstances where we are unable to provide advance notice, disclose the specific reasons for our decision, or provide full details of the information supporting that decision. This may occur where disclosure would:

be unlawful;
breach a legal or regulatory obligation;
prejudice the prevention, detection or investigation of crime;
increase the risk of fraud, financial crime or other misconduct; or
compromise security measures, systems or controls.

17.5 Remaining Funds

Unless prevented by law or regulation, any remaining balance on your Account will remain redeemable in accordance with these Terms and Conditions and applicable law.

We may delay, restrict or withhold access to funds where required to comply with legal or regulatory obligations.

17.6 Closing your account

You may close your Account at any time by following the account closure process available in the DOSH app or by contacting DOSH Customer Support.

Before your Account can be closed:

any remaining balance must be redeemed or transferred in accordance with these Terms and Conditions;
any pending transactions must have settled; and
any outstanding amounts owed to us must be paid.

The closure of your Account may result in the cancellation of services linked to the Account, including any Direct Debits, Card functionality or other associated services.

17.7 Dormant and inactive accounts

If your Account has no customer-initiated activity for a prolonged period, we may treat it as inactive or dormant. We may contact you to confirm whether you still need the Account, apply additional security checks, restrict certain activity, or close the Account in accordance with these Terms and applicable law. Any remaining balance will remain redeemable unless we are legally or regulatory prevented from releasing it.

18. How your money is protected

DOSH is a trading name of allpay Ltd. allpay Ltd is an authorised e-money issuer in the UK, meaning we are required to safeguard your money that is in your account.

Safeguarding means that your money is protected by being kept in a safeguarding account held with an authorised institution. In the unlikely event that allpay becomes insolvent, your money will be protected and returned to you.

Your money is not covered by the Financial Services Compensation Scheme (FSCS), it is safeguarded.

19. Making a complaint

If you are unhappy with any of the services provided by us, you can raise a complaint by contacting DOSH Customer Support or by following our complaints procedure available on the DOSH website. We will acknowledge, investigate and respond to your complaint in accordance with the complaints rules that apply to us. If you remain unhappy with our final response, or we do not respond within the required timescale, you may be able to refer your complaint to the Financial Ombudsman Service free of charge if you are eligible.

19.1 Governing law and jurisdiction

These Terms and Conditions are governed by the laws of England and Wales.

20. Contact details

If you need assistance with your card or have any questions, please contact us using the email address below and your query will be pointed in the right direction.

Email – support@mydosh.com

Phone – 0333 188 9932

If you need information in a different format or need help communicating with us, please let us know. We may need to verify your identity before discussing your Account, changing details, dealing with a representative, restoring app access, handling a complaint, or taking fraud prevention action. The DOSH prepaid card is issued by allpay Ltd pursuant to license by Mastercard International Incorporated. DOSH is a trading name of allpay Ltd who are authorised and regulated by the Financial Conduct Authority (FRN 900539) for the issuance of electronic money. Head office and registered address: Fortis et Fides, Whitestone Business Park, Whitestone Hereford, Herefordshire, HR1 3SE (Company No 02933191). Mastercard® is a registered trademark of Mastercard International Incorporated.