goHenry Cardholder Terms and Conditions

These terms and conditions apply to the use of your goHenry account and your goHenry Pre-paid Visa Card/s. Please read them carefully. If you have any questions and cannot find the answer here, or you would like a copy of these terms and conditions, please call goHenry Member Services on 0330 100 7676 or email us at memberservices@goHenry.co.uk

What's a goHenry Pre-paid Visa Card?

A goHenry Pre-paid Visa Card is a prepaid electronic money (e-money) card which can be used worldwide wherever Visa is accepted. It can be used for purchases on the internet or High Street providing there are funds available on it. The card can also be used to withdraw money from cash machines. It is a youth card, intended for use by a young person between the ages of 8 years and 18 years of age only, with parental permission.

What is a prepaid card?

It’s a card that can only be used to spend funds which have been put onto the card. The goHenry Pre-paid Visa Card is not connected to your bank account, so funds in your bank account can’t be accessed using the card. This means you can safely give it to your child, knowing that they can only spend the money you have loaded onto their card. As it isn’t a credit card and isn’t a bank account you will not earn any interest on funds on your prepaid card or incur interest charges by going overdrawn.

How do I get a card for my child?

To get a goHenry Pre-paid Visa Card for your child you must visit our website at www.goHenry.co.uk and register. You are not able to apply for or register a card for a child who is under 8 years of age. A card will then be sent to you through the post. When you receive it you will need to revisit the website to activate your child’s card. We will only ship cards to a UK address and the cardholder must not ship the cards outside the UK.

Can I have more than one card?

You can apply for a card for each of your children, up to a maximum of 4 per account. If you have more than 4 children, a second account must be opened.

Can I apply for a goHenry card if I am under 18?

No, an adult of 18 or over who is a UK resident must register and apply for the card, using the goHenry website. The card is strictly for the use of young persons between the ages of 8 years and 18 years only.

Is there a PIN number?

When you activate your child’s card via the goHenry website or our mobile app, the PIN will appear on screen. Later on, if you need to check the PIN, you or your child can view it by logging into your accounts – we do not send the PIN through the post. Your child may choose to change the PIN number to something more memorable and can do this at any cash machine. The PIN number will be required whenever the card is used to withdraw cash or to make purchases on the High Street. It must be kept safe and not shared with anyone.

Why does it say “Contactless” on the card?

The goHenry Pre-paid Visa Card has a contactless chip embedded in it which means it can be used without being inserted into a chip and pin machine at retailers who offer a contactless payment option. There are a few things you need to know about how we protect your money when your child shops using contactless systems:

  • The most they can spend without using their PIN in any one transaction is £20.
  • We may ask for the PIN anyway (just to make sure it’s them) in these two situations:
    • If they spend a total of £20 over a series of contactless transactions (so adding all the individual purchases together they come to £20)
    • If they have paid using contactless five times in a row.

Once they use their card to buy something with a PIN or take money from a cash machine, the counter is reset to zero.

How do I add funds to the card?

When you sign up to goHenry you will be sent the cards for your children and will need to activate them. As part of the activation process, you will be asked to make an initial payment to your goHenry parent account to fund at least one week’s allowance for your children. This very first payment can only be made by debit card. Once you have made this first payment, you can add funds to your goHenry parent account from your bank account or from your debit card via the goHenry website or using our mobile app. You can make one-off payments or you can arrange to pay a regular monthly amount. The funds need to move from your parent account, either via the regular weekly pocket money payment, through the payment of tasks or by using the ‘one off’ payment function on the website. Once in your child’s goHenry account the funds can then be withdrawn via a cash machine or spent using your child’s goHenry Pre-paid Visa Card.

What is Auto Top-up?

The Auto Top-up feature is designed to ensure you never have to worry about running out of funds on your goHenry parent account and that your children get their pocket money!

The feature will be automatically enabled when you sign up to goHenry, unless you untick the appropriate box. This will automatically top-up your goHenry parent account with the top-up amount, initially set to £10, using the same payment method used when you first sign up, when:

1. The parent account balance falls below the threshold set by goHenry. The threshold is currently £5.00;

2. There are insufficient funds in the parent account to pay the weekly allowance, tasks and fees;

3. There are insufficient funds in the parent account to make a transfer you’ve requested to a child account.

An email will be sent to you each time Auto Top-up is invoked with details of the successful top-up to your parent account (or details of a failed top-up). If you do not want to enable Auto Top-up, please un-tick the box during sign up.

If you do not want to enable Auto Top-up, please un tick the box during sign up.

You can disable Auto Top-up at any time by accessing your goHenry parent account, going to the ‘Ways to pay’ section and setting the ‘Auto Top-up’ status to ‘OFF’.

You can also change the Auto Top-up amount at any time in the ‘Ways to pay’ area of your account. In future the same amount will be topped up every time your goHenry parent account balance goes below the threshold set by goHenry.

Please remember that Auto Top-up uses your debit card to top-up your goHenry parent account and that we pass on the costs of processing the card payment for debit cards. This is 50p and will be added to the amount topped-up. Details of both the Top-up amount and the fee (50p) will be shown on your confirmation email. You can also fund the account by setting up a Standing Order from your bank or make one-off bank transfers completely free of charge.

How much can be spent on the card?

Any available funds in your child’s goHenry account can be cashed or spent using the card, within the spending limits you have set.

How do I set my child’s spending limits?

When you register you will be invited to set your own personalised spending limits for your child’s use of their goHenry card. You can limit how much can be withdrawn, or spent, in a single transaction as well as per week. And you can decide where the card can be used, nominating one or more of the following:

  • On the internet
  • In the High Street
  • At cash machines

These spending limits can be varied at any time by you on the goHenry website or using our mobile app.

Who is responsible for the card?

Once the card has been activated, and the PIN revealed, you can give the card and PIN to your child. However, although the card is intended for use by your child, you are legally responsible for the use and safekeeping of the card. It is important to explain to your child that they must look after their card at all times and keep it secure and that the PIN number must be kept safe and not shared or given to anyone.

Is there a fee?

There is a monthly membership fee per child for use of the goHenry online service, which includes your child’s account and their goHenry Pre-paid Visa Card. The monthly membership fee will be deducted automatically from the outstanding balance on your parent account, not your child’s. Please note: If your parent account balance is insufficient to cover the fees due, we will take payment using the debit card you used to load the account at sign up.

In addition, to keep the monthly charges as low as possible, we pass on the fees we incur for debit card loads. For full details of all charges and when they apply, please see the table below.

goHenry account limits Value Comments
Account Totals:
Maximum account balance £6,000
Loading money:
Maximum one-off card load £500 Minimum £2
Maximum loads per day 3
Spending with your goHenry Pre-paid Visa Card:
Maximum spend in one day £4,000 No minimum spend
Maximum number of card spends per day 10
ATM withdrawals:
Maximum daily amount £120
Maximum individual ATM withdrawal £120 Mininum is £5
Maximum withdrawals per day 3
Maximum withdrawals per 4 days 4

goHenry fees and charges Fee Comments
Account fees:
Monthly membership fee per child * We only start charging you after your free trial ends. The monthly charge is paid out of the parents account not the child's. *Please note if you set up your account before 18th January, 2016 you will continue to only pay £1.97 per child per month.
Loading money to your parent account
From your bank account FREE The easiest option by far
From your debit card 50p per load This is a banking fee we simply pass through. It will be shown clearly as part of your payment confirmation. To avoid these fees we recommend you set up your regular payments direct from your bank account by standing order or direct transfer.
Spending money online and in shops
goHenry Visa card purchases in the UK FREE
goHenry Visa card purchases abroad 2.75% * * Any goHenry transaction in a foreign currency will be converted into pounds. We'll do this at the rate of exchange provided by Visa Europe on the date the money leaves your account. See more information on exchange rates here on the Visa WebsiteVisa Website.
Money Withdrawals:
From an ATM in the UK FREE
From an ATM abroad £2 Be aware, some cash machines may charge extra.
Standard transfer to your bank account
(takes up to 4 working days)
£5 Call Member Services on 0330 100 7676 to arrange a transfer. We pass on the costs to you as we have to pay the banks to make the transfer on your behalf.
Closing your goHenry account and transferring all funds back to your bank account FREE Call Member Services on 0330 100 7676 to arrange a transfer.
Replacement Cards
Replacing a lost, stolen or damaged card £3.99 This charge covers the cost of manufacturing and sending your replacement card to you.

What if I change my mind and don’t want the card?

If you change your mind at any time, let us know, by emailing us at memberservices@goHenry.co.uk or calling Member Services on 0330 100 7676. We’ll ask you to destroy the card and any funds you have deposited in your parent account or your child’s goHenry account will be refunded to you. You are entitled to redeem the funds on your card at any time.

Is there anywhere that the card will not work?

As the card is for use by a young person between the ages of 8 years and 18 years only, unlike normal high street debit cards, there are restrictions on the account to prevent its use for at adult retailers both on the High Street and online.

This protection is provided by the Visa Merchant Category system, however this relies on merchants listing themselves appropriately which means that the protection offered can be limited. For example, if a pub is categorised as a pub or bar (i.e., a merchant that sells alcohol) a goHenry card could not be used. However if the pub sells food and chooses to list itself as a restaurant, the transaction will not be blocked.The card cannot be used at merchants / retailers listed under the following categories:

  • Pubs, bars, nightclubs and some restaurants
  • Wine and beer wholesalers
  • Cigar and tobacco shops
  • Escort services and massage parlours
  • Automated fuel dispensers
  • Race tracks
  • Adult entertainment venues, websites or TV channels

Clearly this doesn’t cover everything. For example, we don’t block supermarkets (which most young people use regularly) or petrol station forecourt shops, both of which sell alcohol and cigarettes – in these situations we have to rely on retailers meeting their legal requirements as retailers and checking ID.

In the same way, online retail technology is not advanced enough as yet to block the purchase of individual age-restricted items from generalist retailers such as supermarkets or Amazon. This means that there is the possibility that a child may be able to order items inappropriate for their age on the internet if the retailer chooses not to check their age before completing the transaction.

What safety systems are there on the card?

In addition to the Visa Merchant Category system blocks mentioned above, the parent controls on the goHenry card and the mobile notifications both offer an additional level of protection not available on other High Street debit cards.

With the mobile app, parents receive notifications showing where and when purchases have been made and, by setting the parent controls to suit, can decide where their child or teenager can spend and how much can be spent. With real time notification of every transaction, any concerns can be addressed by a simple conversation with your child. As the legal card holder, the overall responsibility for use of the card lies with the parent.

How can I, or my child, check how much money they have available?

You and your child can check their account balance at any time on www.goHenry.co.uk. Smartphone customers will also be able to check their balances on our goHenry mobile app. Statements showing savings and spend can also be viewed.

How do Transactions work?

Once your child has agreed a card transaction with a shop or website, by following the instructions provided by the retailer to authorise a transaction, your child cannot withdraw consent, change their mind or use the money for another transaction.
A transaction is authorised where:

  • The card was inserted into a chip & PIN device and the card PIN was entered.
  • The card PIN was entered or a sales slip was signed.
  • A contactless transaction is undertaken by swiping the card over the card reader.
  • Relevant information was supplied to the retailer that allows them to process the transaction, for example providing the retailer with the 3-digit security code on the back of your card in the case of an Internet or other non face-to-face transaction.

Once the transaction is authorised we receive instructions from the merchant and transfer the funds to cover the transaction amount from your child’s goHenry account to the merchant’s bank. This happens electronically, and we can’t stop the process. If you or your child wishes to cancel a transaction, you must contact the merchant.

What happens if there isn’t enough money for a transaction?

If there is not enough money in your child’s goHenry account for a transaction your child is attempting to make, the transaction will be refused when the retailer seeks authorisation.
On rare occasions a retailer may fail to seek authorisation for a transaction, and it may take your account into a negative balance. As long as it’s the retailer’s fault, and you have not deliberately used the card in a way that results in a negative balance, we will attempt to recover the money from the retailer. We’ll deal with situations like this on a case by case basis, but we may have to restrict or suspend the use of your card, until a positive balance is restored. We will inform you if we suspend the card unless this is prohibited by law.

You must not attempt to spend more than the funds loaded onto the card and if you do so, must repay any excess immediately. If you fail to do this, we reserve the right to use a debt collection agency and legal remedy to recover the funds.

What if my child tries to buy something outside the limits I have set?

If you have set transaction limits on your child’s card and your child attempts to buy something over these limits, the goHenry system intercepts the transaction and blocks it. This feature is unique to goHenry and gives you peace of mind as a parent that your child cannot make expensive mistakes. On the rare occasion where our card processing partner’s system is unable to contact the goHenry system, a transaction may be allowed that falls outside the limits you have set. However, rest assured, this can never take the card into a negative balance.

Can I make transactions at any time?

You can make transactions 24 hours a day, every day of the year. The only time this might not be the case is if we experienced a serious technical problem, in which case it would be put right as soon as possible.

Can the card be used in other countries?

Yes, the card can be used anywhere in the world that accepts Visa. This means it can be used for holidays and school trips as well as at home. If the card is used to pay in another currency, the transaction will be converted back to sterling by the Visa Scheme Network at an exchange rate set by Visa Europe Ltd. This exchange rate varies throughout the day. Details of the current rates can be found on the Visa website.

Please note that while Visa debit cards can be used in cash machines across the world, some countries do not yet use the chip and PIN system on the High Street and use the older Mag Stripe technology instead. As the goHenry card uses the latest technology, it does not work with the old Mag Stripe system.

The USA is one of these countries where sometimes this is an issue. Both Visa and MasterCard have confirmed that they are working to have all US retailers moved over to Chip & PIN systems in the very near future, so this will only be an issue in the short term.

How long does the card last?

The card will have an expiry date on it, which will normally be 3 years from the date of issue. When the card expires you will automatically be issued with a new card provided your child is still under the age of 18. You must destroy the expired card.

What if the card is lost, stolen or damaged?

If your goHenry card is lost or stolen or you think somebody may be using it without your permission you must contact us immediately on 0330 100 7676 to prevent fraudulent use of the card. We will put a stop on the card so that it can’t be used again, and we will then issue you with another card. If you find your card after reporting it lost or stolen you must destroy it by cutting it in half through the magnetic strip.

If the card is damaged, please let us know by calling goHenry Member Services on 0330 100 7676 and we will cancel it and issue you with a new one. If we have to issue you with a new card before the old one has expired, we will charge a Card Replacement Fee of £3.99.

What if I want to cancel my card?

If you want to cancel your card before it expires, simply let us know. We’ll ask you to destroy the card and any funds you have deposited in your parent account or your child’s goHenry account will be refunded to you. You are entitled to redeem the funds on your card at any time.

What happens if my child has a problem with a purchase?

If your child buys goods which are faulty, or are not delivered, using the goHenry Pre-paid Visa Card, whether it is on the internet or in a shop, the retailers terms and conditions apply and you should contact the retailer that sold the goods and ask them to replace the items or provide a refund. If you are unable to resolve the issue with the retailer, please contact goHenry Member Services and we will endeavour to assist.

What happens if a merchant is insolvent and my child has paid for goods?

The goHenry Pre-paid Visa Card is not a credit card, so there is no purchase protection. You should contact the retailer.

What about security?

It is your responsibility to keep the card and PIN safe at all times. Please ensure you explain this to your child when you hand over the card. They should:

  • Memorise it as soon as they receive it
  • Not tell anyone else what their PIN is
  • Disguise it if they write it down
  • Not keep a record of the PIN with the card

What do you need to know about me?

We need to know that you are at least 18 years old and a UK resident, before we can issue you with a goHenry account and issue your child with a card. In order to do this we will carry out an identity check electronically and in some cases we may ask you to provide documentary evidence to support this. This is an identity check only, and although there will be a record of it on your credit file, it is not a credit check and will have no adverse effect on your credit rating.

Money laundering and counter terrorist financing regulations require us to ensure that none of our customers appear on the Politically Exposed Persons lists and the Sanctions Lists issued by HM Treasury. We are obliged to inform SOCA (the Serious Organised Crime Agency) if this is found to be the case. By opening a goHenry account you are confirming that you are not a Politically Exposed Person as defined in these regulations nor are you related to such a person by family or marriage and that you will advise us should you become one while holding a goHenry account. More information about these regulations can be found here: HM Treasury - Preventing Money Laundering.

Why am I being asked how I fund the goHenry account?

goHenry Ltd. reports to IDT, our Issuer, who is regulated by the FSC (Financial Services Commission, Gibraltar). As such, to comply with Anti Money Laundering legislation, we are required to request additional information regarding our customers’ source of funds when certain balance thresholds are reached. Once your parent account has accumulated loads in excess of £2,000 we will write to you and ask for the following information:

  • Time at your current address
  • Employment status / source of income
  • Employer and job title where applicable
  • Industry / work environment where applicable
  • Household income
  • If your income is not your main source of funds for the goHenry account, to describe the main source of funds.

Once a credible source of funds has been established you will be able to continue using the goHenry account. If however, after a reasonable period, we are not in receipt of this information we will close the account and refund any balances to you.

There is a further threshold of £9,000 per annum in loads to your parent account; once this threshold is reached, we are obliged to refuse any more loads until the following year.

How much information will you hold about me?

The law requires us to have certain basic information about you in order to administer your account and to identify you and your card in the event that it is lost or stolen. Unless you have given us permission we will not use this information for marketing purposes and it will only be shared with third parties connected with the goHenry Pre-paid Visa Card scheme. If you would like to know what information we have about you, please write to:

The Data Protection Manager
goHenry Ltd
9 Angel Courtyard
High Street
SO41 9AP

Can you cancel my card?

Other than at your request, or at the end of the three-year life of the card, we’ll only cancel or suspend your card, and this agreement, in rare circumstances. If we do so, we will inform you of the reasons for this action unless we are prohibited by law:

  • If there is no activity on your card for six months or more and you have not responded to emails from us.
  • If you fail to pay any fees or charges.
  • If we believe you haven’t complied with these terms and conditions, or we suspect fraud or illegal activities in connection with your card.
  • We may refuse transactions if we consider that they will result in you or goHenry and our partners breaching EU or national law.
  • If you act in a manner that is threatening or abusive to our staff or representatives.

What if I have a complaint?

We take all complaints seriously and will do all we can to put things right. If you would like a copy of our complaints procedure, please ask. Our Member Services Team is normally available from 8am to 8pm. Contact us by phoning 0330 100 7676, by emailing memberservices@gohenry.co.uk or by writing to us at:

goHenry Member Services
9 Angel Courtyard
High Street
SO41 9AP

If, after speaking to Member Services, you feel that we have been unable to solve the problem, please write to

IDT Financial Services Ltd
Attention: Customer Services
PO Box 1374
Email: complaints@idtfinance.com

If, having exhausted our complaints procedure, you remain unhappy, you may complain to The Financial Services Commission:

The Financial Services Commission
PO Box 940
Suite 3, Ground Floor
Atlantic Suites
Europort Avenue
Tel: +350 200 40283
Fax: +350 200 40282
Email: psdcomplaints@fsc.gi
Website: www.fsc.gi

Some Technical Bits

The terms and conditions above constitute an agreement between you, the card-holder, and goHenry Ltd. This agreement lasts for three years or until the expiry date of your card, whichever comes sooner.

We can change or amend these terms and conditions, either to improve the delivery of the card scheme, or for legal, regulatory or security reasons. If we do this we’ll publicise the changes two months before they take effect (unless the law requires us to make a more immediate change). Please check our website regularly for any changes to the terms and conditions. We’ll assume you’ve done this, and accepted any changes, if you continue to use your card.

Legal Stuff

In certain circumstances you will be held liable, in others we would. Here’s the detail:

Our Liability

goHenry Ltd, IDT Financial Services Ltd and VISA Europe Ltd will not be liable (legally and financially responsible) if these things happen:

  • There is any fault or failure relating to the use of the card or the account that is a result of abnormal or unforeseeable circumstances beyond our control which would have been unavoidable, despite all our efforts to the contrary, including a fault or failure in the data processing systems.
  • You cannot use your card due to requirements of the merchant, because you have insufficient funds, or because the transaction has not been authorised.
  • A merchant refuses to honour a transaction or refuses a payment.
  • For any goods or services purchased with the card.
  • For any loss of profits, loss of business, or any indirect, consequential, special or punitive losses.
  • For any acts or omissions that are a consequence of compliance with national or European Union law.

We are liable:

  • If we have sent you a faulty card, we will replace it and, if necessary, repay any funds on your card.
  • If we incorrectly deduct any funds from your balance we will repay them.
  • No fees will be charged and your account will be refunded if unauthorised transactions occur. You have 13 months to request a refund of such transactions.
  • You may claim a refund for a transaction you authorised provided that:
    • The authorisation did not specify the exact amount when you consented to the transaction.
    • The amount of the transaction exceeded the amount that you could reasonably expect it to be (taking into account your previous spending pattern on the account, the consumer terms and conditions and the circumstances of the case). Such a refund must be requested within 8 weeks of the amount being deducted fromt the account. We may require you to provide us with evidence to substantiate your claim. The refund shall be equal to the amount of the transaction. Any such refund will not be subject to any fee.
    • In any other circumstances of our default, our liability will be limited to repayment of your available funds.
    • Nothing in this agreement excludes our liability for death or personal injury.

Your Liability

If you have taken all reasonable care as neccesary you will not be held liable.

If you have acted negligently or carelessly the maximum liability you will have for misuse of a lost or stolen card or misuse of the card details is £50.

You will be held liable however if you have used your card or allowed your card to be used fraudulently, for illegal purposes or in a manner that does not comply with these terms and conditions. If this happens we will take all reasonable steps to recover any loss from you, and there shall be no maximum limit to your financial liability except where relevant laws or regulations impose such a limit.

Law and Courts

The laws of England and Wales apply to these terms and conditions and to our dealings with you and you and will be subject to the exclusive jurisdiction of the courts of England and Wales


We take the security of your money very seriously and your funds are held by IDT Financial Services Ltd in a secure client account, specially for the purposes of redeeming transactions made via your card. Should IDT Financial Services Ltd become insolvent, funds in this client account will be protected against claims by creditors. At no time are your funds held by goHenry Ltd.

Data Protection

goHenry Ltd and IDT Financial Services Ltd are Data Controllers of your personal data, and will manage and protect your personal data in accordance with the Data Protection Act 1998 (UK) and the Data Protection Act 2004 (Gibraltar) respectively.

The goHenry Pre-paid Visa Card is issued by IDT Financial Services Ltd, pursuant to a licence from VISA Europe. IDT Financial Services Ltd is regulated and authorised by the Financial Services Commission, Gibraltar. The website, service, production and operation of the cards are provided by goHenry Ltd, Company No: 06146113, Registered in England.


goHenry Ltd
9 Angel Courtyard
High Street
SO41 9AP

IDT Financial Services Ltd
PO Box 1374

The Financial Services Commission
57 – 63 Line Wall Road
Registered No: 95716