How do I use my gift card?
Simply present the Card at the time of payment, and sign the receipt. As you use the Card, the Balance will be reduced by the full amount of each purchase including taxes, charges and other fees, if any. The Card can be used to pay the full amount of the purchase and applicable taxes, so long as the Balance remaining on the Card is sufficient. If you want to make a purchase for an amount greater than the remaining Balance, you must notify the merchant before completing the transaction.
Where can I use my gift card?
The Card is a prepaid gift card that can be used anywhere Mastercard cards are accepted, including mail order, online and point of sale retail merchants.
How do I activate my gift card?
The Card has no value until it is (i) activated by the cashier at the time of purchase; and (ii) signed by you on the back of the Card, where indicated. We recommend that you write down the Card number and the customer service number on a separate piece of paper in case the Card is lost or stolen.
Can I reload my gift card?
The Card is not reloadable or returnable.
What billing address do I use for online and phone transactions?
If you are using the Card for online or phone transactions, we recommend that you register your address with us, because a number of merchants use this as a security check before processing transactions or orders.
Why is the merchant charging me for more than what I signed on my receipt?
Some purchases require a preauthorization. This is where the merchant sends in a transaction for a higher amount than the purchase. For example, a £40 purchase at a restaurant is typically sent by the restaurant as £48 as they want to allow for a tip. We are required to approve and hold funds based on the £48 until the merchant finalizes the transaction, which can take up to 10 days.
Where do I find the serial number on my card?
The serial number is the 10 digit number on the back of the card in the bottom left corner.
How are merchandise returns processed?

If you are entitled to a refund for goods or services obtained with your Card, you agree to accept credits to the Balance on your Card in place of cash. The credit will reflect on the card within 30 days.

Note: Any credits that exceed the face value of the card may be declined or take up to 30 days to process.

What are some additional transaction fees associated with the card?
For all transactions associated with gambling a 3% fee will be applied. For all transactions in a foreign currency a 3% fee will be applied once the amount has been converted to sterling. If there is no activity on your Card for 6 months, a £2 per month fee will be applied.
Can I share the balance or funds from one Vanilla card to another Vanilla card?
No you may not.
If I lose or my card gets stolen how do I get a refund or a replacement card?

If you believe that your Card has been lost or stolen you need to notify us IMMEDIATELY. You can do this by going to www.onevanilla.co.uk and clicking on the contact us section. You will be asked to provide us with the Card number and you must register your Gift Card at www.onevanilla.co.uk when you receive it to be able to report it as lost or stolen. Please make a note of the 16 digit number on the front of your Gift Card and keep this in a safe place. If you do not register your Gift Card no refund of value on the Gift Card will be possible in case it is lost or stolen.

If you lose your Gift Card please log into your account at www.onevanilla.co.uk where you can block the Gift Card from further use and request a refund of the remaining value on the Gift Card. We may contact you to verify your identity before making any refund. Such refund will be made by cheque and is subject to a minimum balance of £6.50 at the time of blocking of the Gift Card. We will charge a refund fee of £4.95, which we will deduct from your balance.

How do I get a PIN number for the card?
No PIN is associated with the card or required for use.
Why was my card declined at the pump?
When using pay at the pump a preauthorization is processed that could be greater than your card balance to compensate for not knowing the final purchase amount. To avoid a decline, it is recommended you go inside and tell the attendant exactly how much you want to pay.
When can I start using my Vanilla card?
You can start using your Vanilla card shortly after purchase. The Vanilla card is activated at the store.
What denominations can I purchase a OneVanilla card for?
£100 with a purchase fee of £4.95.
Can I get cash at any ATM with my Vanilla card?
The Card cannot be used at ATMs.
Can my Vanilla card be used internationally?
Yes, you can use your Vanilla Mastercard card anywhere Mastercard cards are accepted. A charge of 3% will be applied to transactions in any currency other than Pounds Sterling.
How do I dispute a Vanilla card transaction?
If you have reason to believe that any of the transactions for which your Gift Card was used are unauthorised or has been posted to your Gift Card in error, you may ask us to investigate the transaction by contacting Customer Services on 03330 160729.
Can I use my gift card for reoccurring billing?
No, your Vanilla Mastercard Gift card can not be used for this purpose.