2. Welcome!
Thank you!
Thank you for choosing the Travelex
NiHao Card – The smarter way to shop in China
Let’s stick together
In addition to packing your
essentials for your trip, we also
recommend you take this
Welcome Booklet along with
you. If you need our help, it
will come in handy.
3. 3 easy steps to start using your Travelex NiHao Card
We’ve made it easy for you to manage your money from
anywhere, just:
1 Sign the back of your card
2 Remember your PIN (you can find this on your welcome
letter which came with your card).
3 Create your online account at www.travelex.com.hk/nihao
Once you’ve created your account you can:
• check your balance
• review your past purchases and your account statement
• manage your PIN
Things you should know about
your Travelex NiHao Card
4. Managing your card on the go
Why not download the Travelex NiHao Card app from the
S or so wherever you are you can:
• Check your balance
• View your latest transactions
Things you can do with your card
Tip: Always choose to pay in the local currency to avoid
being charged an extra foreign exchange fee. Please look at the
fees and limits table at the back of this Welcome Booklet to
find out more.
Things you shouldn’t do with your card
Whilst your Card is really adaptable, it’s not suitable for everything.
These merchants and issuers may reserve an extra amount on
your card as an estimation of your final bill, this means that
these funds could be unavailable to you for a period of time.
Meals
$
ATM Withdrawls Shopping
Reserve hire carPay petrol
and on cruises
Payment guarantees
5. Things you should know about
your Travelex NiHao Card
Here for the long-haul
Now you have your Nihao card you can use it whenever you
travel and simply top it up whenever you like*.
Your card will last up to the expiry date shown on the front and
you can keep your card free of charge for without using it to
make any purchases, withdrawals or reloads for 12 months.
Unfortunately, if you haven’t made any purchases, withdrawals
or re-loads to your card for more than 12 months, an inactivity
fee will be charged (please refer to the fees and limits table).
* Subject to Card limits. Refer to the fees and limits table
Keeping you on track
If you experience a problem using your card, here are the
things you should check:
1 You have enough money on the card for the purchase
you wish to make
2 You are using the correct PIN. The ‘How do I? Can I?’
section of this welcome booklet will tell you how you can get
a reminder
3 That the merchant you are purchasing from accepts
UnionPay (UP) cards
4 You’re not exceeding your cards maximum withdrawal or
spending limits, for example a maximum daily amount
that you can spend in a shop. These limits are shown in the
fees and limits table.
5 You’renotexceedingthecashmachinesmaximumwithdrawallimit
If none of the above applies to, or resolve your query, then it’s
worth reviewing the Frequently Asked Questions in this booklet and
online at www.travelex.com.hk/nihao, or calling Customer Care
on the phone numbers overleaon the phone numbers overleaf.
6. Frequently asked questions
Forgotten your pin?
Don’t worry - Call Customer Care (please refer to the phone
numbers in the Contact Numbers section) where you can select
to have your PIN played back to you or log into
www.travelex.com.hk/nihao at your 'Account Centre'.
Can I change my pin?
Yes, you can change your PIN any time online at
www.travelex.com.hk/nihao or via the ‘Account Centre’.
My card has been lost/stolen/damaged
Call us straight away. We have a dedicated team of friendly and
expert staff ready to help you. Or you can log online and
suspend your card at www.travelex.com.hk/nihao via the
‘Account Centre’.
Will my card work anywhere?
Your Card will work where ever the UnionPay (UP) Acceptance
Mark is displayed. You can withdraw local currency in China at
over 500,000 ATM's and your card is accepted for purchases at
over 9.5 million locations across China with no transaction fees,
although please note some ATM providers and merchants may
charge fees. Please visit the ATM locator section at
www.travelex.com.hk/nihao and refer to the fees and limits at
the end of this booklet.
Online shopping, what is the CSV code?
If you are using Travelex NiHao Card for online shopping, you
may be asked to type in the 3 digit security code on the back of
the Travelex NiHao Card.
How do I? Can I?
IN STORE
Top up my card (Reload)
Get a pin reminder
Check my balance
Get back the money Yes at a Travelex store in the country
I haven’t spent (cash out) in which you purchased your Card
Tell you my card is lost
PLEASE CALL CUSTOMER CARE
stolen/damaged
7. Need some help?
For any Queries, Complaints or a Dispute, please contact us at:
Email
If you have a query that is not account specific, you can email
support@travelexnihao.com
If you have a complaint or dispute, you can email
dispute@travelexnihao.com
Online
Our website contains useful information.
www.travelex.com.hk/nihao
Contact numbers
If you need to report a Card lost, stolen or damaged or have a
query that is account specific, you can call Customer Care on:
CALLING FROM CALL FREE ON
(please note, charges may apply if
calling from a hotel or mobile)
Hong Kong 800 0905096
Alternatively, call:
Anywhere in the world +852 5 010928
(including mobile)
For a full list of countries, visit www.travelex.com.hk/nihao
Please remember to add the international prefix of the country you are in at the
beginning of this number (in most cases 00).
ONLINE PHONE
Check at
www.travelex.com.hk/nihao
for the latest reload information
Yes at
www.travelex.com.hk/nihao
Yes at
www.travelex.com.hk/nihao *the total of all your currency balances
STRAIGHT AWAY (CONTACT NUMBERS BELOW)
Things you should know about
your Travelex NiHao Card
8. Fees and limits table
The following fees and limits apply to your Account. Fees and limits are subject to
variation in accordance with the Terms and Conditions. Unless otherwise specified,
all fees will be debited in HKD. If there are insufficient HKD funds held on your
Card, the amount will be funded by converting the transaction amount from your
CNY funds at a foreign exchange rate determined by us on the day the transaction
is processed.
FEES
Card purchase fee FREE
Load fee HKD 60
Reload fee HKD 30
Paying in shops, restaurants, hotels and
online (some merchants may charge a fee) FREE1
Using a cash machine/ATM abroad (some
ATM operators charge a fee) FREE1
Domestic (HKD) ATM Fee HKD 20
Additional Card HKD 20
Cashing out at a Distribution Outlet HKD 60
Replacement Card FREE
Transferring money from one Supported
Subject to an exchange rate
Currency to another
determined by us and communicated
to you at the time of the transfer
Not using your Card for a long time?
If you don’t use your Card for 12 months
an inactivity fee will be taken off your HKD 15
balance each month+
Cross Currency Margin 4.95%
LIMITS
Maximum total balance at any one time
(including all Supported Currencies) HKD 80,000
Maximum load and reload over 12 months
(the most you can load onto your Travelex
NiHao Card over 12 month period, HKD 240,000
including all Supported Currencies)
Minimum load and reload HKD 800
Withdrawing cash from cash machines
over 24 hours (some operators may HKD 8,000
set their own limits)
Spending money in shops, restaurants etc.
over 24 hours (some merchants may HKD 40,000
set their own limits)
Card lifetime See Card for expiry date
Maximum number of attempts when
entering your PIN
3 in each 24 hour period
Maximum number of active accounts
at any one time
1
1 Merchant transactions and ATM withdrawals in a currency other than a Supported Currency will be
exchanged to HKD at an exchange rate determined by us on the day the transaction is processed, plus
the Cross Currency Margin of 4.95%. If there are insufficient HKD funds held on the Card to support the
merchant transaction or ATM withdrawal you will incur additional charges, as we will exchange your CNY
funds into HKD at an exchange rate determined by us on the day of the transaction.
+ If following the debit of any monthly inactivity fee, the Account balance is less than the fee, we will
waive the difference.
These fees and limits can change in accordance with these Terms and Conditions. We keep the latest
version online at www.travelex.com.hk/nihao
The Card is issued by, and remains the property of, the Issuer. We are a member of the Card Scheme
and under obligation to comply with all Card Scheme Rules applicable to us as a member of the Card
Scheme.
