Novus Terms and Conditions

1.    This Agreement

This Agreement, together with the documents referred to in it, provide information surrounding your legal rights and obligations when using the Novus Service. When you sign up for a Novus account, you agree to the Novus Terms and Conditions

You should read this Agreement alongside the following documents, which you also agree to when you sign up for the Novus Service and form "the Terms" of the Novus Service:

  • PayrNet Terms and Conditions for Consumers (PayrNet Terms);
  • PayrNet Cardholder Terms and Conditions (Card Terms);
  • Novus Privacy Notice and Cookie Notice (Privacy Notice);

This Agreement is governed by English law, and you can bring legal proceedings regarding the products to the English courts. If you live in Scotland, you can bring legal proceedings regarding the Services to either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings regarding the Services to either the Northern Irish or the English courts.


Novus account
The account stores the electronic money issued by PayrNet Limited, which is redeemed for payments on your instruction.

Novus app
The mobile application offered by Novus World Ltd, available on the Apple App Store and Google Play Store which is used to manage the Novus account and Novus debit card

Novus debit card
The VISA prepaid debit card issued by PayrNet

Novus Service
The Novus Service includes the Novus app, Novus account, and Novus debit card.

2.    Information about us

Novus World Ltd (Novus, We, Us, or Our) incorporated and registered in England and Wales with company number 12558352. Our registered office is 125 Kingsway London, WC2B 6NH, England.

Novus is registered with the Financial Conduct Authority (FCA) as an EMD Agent of PayrNet Limited. The Novus Debit card is issued by PayrNet Ltd pursuant to licence from Visa. PayrNet Ltd is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900594)

Novus has been appointed as an agent of SafeConnect Limited, who is providing the regulated Account Information Services and Payment Initiation Services. SafeConnect Limited is authorised and regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (Firm Reference Number: 827001)

3.    How your money is protected

Novus is not a bank, and PayrNet holds any funds sent to your Novus account as electronic money. The FSCS does not protect your funds; instead, your funds are held in a safeguarded account.

When you deposit funds with a traditional bank, that bank can lend out or invest your funds. With Novus, when you deposit funds to redeem as electronic money, the deposit is protected in a safeguarded account. We cannot use your funds for any other purpose, including if Novus or PayrNet became insolvent.

4.    Subscription

To use the Novus Service, you must pay a subscription fee, which will be communicated to you when you sign up. You can find the subscription fee and benefits within the Novus app. You may also incur other fees when using the Novus Service – see our fees page for a list.

We will collect the subscription payment automatically from your Novus Account balance.

If we cannot collect the subscription fee, we will collect any overdue fees upon your next deposit. If the subscription fee remains overdue for one month, we will collect any outstanding balance from your Novus account and terminate the Novus Service without any further notice.

You can resume the service by contacting us and paying any remaining outstanding subscription fee.

We may offer a free trial for a designated period, beginning when you activate your account. We will not charge you a subscription fee during the trial period, but you will still be charged any Card fees. See our fees page for a list of the fees and charges associated with the Novus service.

5.    Cancellation

Your subscription will continue until you or we have cancelled it. You can cancel by notifying our Customer Support team. When we receive your cancellation notice, we will cancel the Novus Service at the end of your current subscription period.

We can cancel your Novus Service by giving you at least two months' notice. We may also cancel your Novus Service immediately if you have breached any of the Terms or are abusive to any member of our team.

When your account is cancelled by either you or us, we will terminate your access to the Novus Service and inform Payrnet of the cancellation, who will terminate your Novus Account and Novus Debit Card. Any remaining funds will be returned per the Payrnet terms.

Cooling off period

You are entitled to a 14-day cooling-off period from the date you activate your account. Where we have charged you a subscription fee, we will refund this fee to you. You are not entitled to a refund of any funds you have spent or any Card fees that may have been charged.

6.    Payments

The Novus Service allows you to send, receive and request payment from friends and family or another account in your name. You can use the Novus debit card to make payment almost everywhere VISA is accepted. You can only use the Novus Service for personal use, and we take no responsibility for any business-related losses.

Receiving payments

You can receive funds into your Novus account through various methods, which will be sent to PayrNet to issue electronic money.

You can receive funds by:

  • Bank transfer including Faster Payments, BACs and Standing Orders to your Novus account number and sort code or IBAN.
  • Payment card from a debit card in your name
  • Apple Pay from an account and debit card in your name
  • Open banking transfer from a bank account in your name

If we receive funds that breach the Terms, we may reject them or return them to the original source.

Sending payments

You can use the Novus app to make payments through Faster payments. When you make a payment, you may be required to authenticate the instruction before it is processed. Please make sure the account details you entered are correct as we cannot cancel an incorrect payment.

Only ever make a payment to an individual or business you know.

If you have received a cold call from someone claiming to be from Novus, HMRC, the police, or any other bank asking you to transfer funds to another account, STOP and think. Fraudsters will often pretend to be an official organisation, and either claim there is an issue with your account or that you owe money. We cannot recover any funds you have sent in these circumstances.

For more information about protecting your money, please see here:

We may block payments which we believe could be fraudulent or are against the Terms. We will notify you if we block a payment, and we may require further information from you before the payment can be re-attempted.

Novus debit card payments

The Novus debit card is a VISA prepaid debit card issued by Payrnet, which you can use where VISA is accepted. When you make an online payment, you may be required to authenticate the instruction before we approve it.

You can use the virtual card and physical card online or by using Apple Pay or Google Pay where available. You can also use the physical card using chip and pin or a contactless payment. You will be required to make a chip and pin transaction before attempting your first contactless payment.

If you forget the card PIN or the PIN becomes blocked, please get in touch with our Customer Support team.

We may block payments which we believe could be fraudulent or the Terms. We may also block certain types of transactions, such as gambling or money transfers.

Disputes and fraud

Once you have sent a payment or we have authorised a card payment, we cannot cancel it. If you have a dispute over a card payment, please get in touch with us.

As a debit card, we can only dispute payments in certain circumstances through the VISA chargeback process. We have no responsibility for the goods or services you have purchased through the card. Where you have not received the goods, they are not as described or are faulty; we may be able to enter a claim for you.

If you notice fraud on your account, including misuse of your card or unauthorised payments, please get in touch with our Customer Support team immediately to allow us to prevent any further fraud. We will investigate any reports per the PayrNet Card Terms.

7.    Novus app

You can manage your Novus account through the Novus app. We do not offer the option to manage your account in any other way, including online, by telephone or in-person.

You should only download the Novus app onto your device and from the Apple App Store or Google Play Store. We cannot take responsibility for any errors, security issues, or fraud if you download the app onto a device that is not yours, an unsecure device, a jailbroken device, or install the app from any other location.

We may update the app, and when new versions are available, you should install the update. If you do not or if we no longer support your device's operating system, some features may not work correctly.

You are responsible for keeping your device and login information secure. Novus will never ask you for your login details or Card PIN.

You can find our App and Website Terms of Use in the appendix.

Impact coins

When you make a purchase with your Novus debit card, Novus will reward you with Novus Impact Coins.

You can also choose to donate funds in exchange for Novus Impact Coins either as a one-off donation or by a set amount per purchase.

You cannot redeem Novus Impact Coins for cash, and any donation you make is not refundable. You can use the Novus Impact Coins to contribute to the causes listed in the Novus app through the Impact section.

Lifestyle marketplace

The Novus App includes a Lifestyle marketplace that advertises select brand partners' products and services. Our brand partners may offer cashback for cash or Novus Impact Coins when you purchase the Novus app. Please ensure you read the specific offer for any additional terms and conditions.

Novus will deposit your cashback to your account within 14 days after receiving payment from the brand partner.

8.    Customer support

If you need help with your Novus account or Novus debit card, you can contact our Customer Support team on the details below. You may also find the answer you are looking for on our help centre, which you can find in the app.


In-app chat

9.    Complaints

While we hope you never need to complain, you can contact our Customer support team on the details above if you feel that we have not met your expectations.

Where a complaint is received, we will promptly acknowledge your complaint and provide you with a summary of our complaints process.

We aim to send you our final response within fifteen business days. Where this is not possible, we will write to you explaining the reason for the delay.

Where your complaint relates to the Novus account or Novus debit card, you can also complain directly to PayrNet by email at

If you are an eligible complainant, you may take your complaint to the Financial Ombudsman Service should you not be satisfied with our final response. Eligibility criteria and information on the procedures involved are available from

10. Changes to this Agreement

We have the right to amend this Agreement, including when we make additions or changes to our products or when it is no longer possible to offer an aspect of our service. Where possible, we will provide you with two months' notice of any change unless we are required to make a change to comply with any law or regulation or where the change does not disadvantage you.

We will notify you by email to the email address registered on your account. We are not responsible for any issues with email deliverability once our email server has successfully sent it.

If you do not accept the change, you may cancel your account before the change comes into effect.

11. Everything else

Each of the subclauses, clauses and paragraphs of this Agreement operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining subclauses, clauses and paragraphs will remain in full force and effect.

We may transfer our rights and obligations under this Agreement to another organisation without your consent. We will always tell you in writing if this happens, and we will ensure that the transfer will not affect your rights under this Agreement.

You may only transfer your rights or obligations under this Agreement to another person if we agree to this in writing.

This contract is between you and us. No other person shall have any rights to enforce any of the Terms.

Appendix 1 – Novus app and website Terms of Use

No reliance on information

The content on our app and website is provided for general information only. It's not intended to be taken as advice on which you should make any decisions. If you want advice, you must get it from a professional before doing, or not doing, anything on the basis of the content on our site.

Although we try to make sure the information is current, we make no representations, warranties or guarantees, either express or implied, that the content is accurate, complete or up-to-date.

Changes to our website

We may update our website from time to time, and may change its content at any time. However, please note that any of the content on our site may be out of date at any given time, and we're under no obligation to update it. We do not guarantee that our site, or any content on it, will be free from errors or omissions.

Changes to our app

We may update our app and may change its content at any time. We do not guarantee that our app, or any content within it, will be free from errors or omissions.


Accessing our app and website

Our app and website are made available to you free of charge. We don't guarantee that it, or any content on it, will always be available or uninterrupted. Your access to our website is permitted temporarily. We can suspend, withdraw, discontinue or change all or any part of our website without notice.

We are not liable to you if, for any reason, our app or website is unavailable at any time or for any period.

You're responsible for making the arrangements necessary to access our app website. You're also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

Our app and website is directed to people residing in the United Kingdom. We don't claim that content available on, or through, our site is appropriate or available in other locations. We may limit the availability of our app or website or any of its services or products to any person or geographic area at any time. If you choose to access our app or website from outside the United Kingdom, you do so at your own risk. If applying for a Novus account, you must reside in the United Kingdom/

Intellectual property rights

We're the owner or the licensee of all intellectual property rights contained on our app and website and in the material published on it. Those works are protected by laws and treaties around the world, including in relation to copyright and trademarks. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our website for your personal use and you may draw the attention of others to content posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.

You must not use any part of the content on our app or website for commercial purposes without obtaining a licence to do so from us.

If you print off, copy or download any part of our app or website in breach of these terms of use, your right to use our site will cease immediately and you must, at our request, return or destroy any copies of the materials you have made.

Limitation of our liability

Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our site or any content on it – expressed or implied.

We are not liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, in connection with any of the following (including but not limited to):

  • Use of, or inability to use, our app or website; or
  • Use of or reliance on any content displayed on our website.

Please note that we only provide our app and website for domestic and private use. You agree not to use our site for any commercial or business purposes and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity if you do.

We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our app or website or to you downloading of any content on it, or on any website linked to it.

Our app and website sometimes contains links to other sites and resources provided by third parties. These links are provided for your information only. We have no control over the contents of those sites or resources. We assume no responsibility for the content of websites linked on our site. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.


We do not guarantee that our ap or website will be secure or free from bugs or malware. It's up to you to configure your information technology, computer programmes and platform to access our site, and you should use your own virus protection software.

You must not misuse our app or website by knowingly introducing trojans, worms, logic bombs, any other malware (including viruses) or other material which is malicious or technologically harmful or detrimental, in any way to us, or any third party. You must not attempt to gain unauthorised access to our app or website, the server on which they are stored, or any server, computer or database connected to them. You must not attack our servers via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990 and possibly other laws. We will report any such breach to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately..

Trade marks

Novus is our UK registered trade mark in certain categories. You are not permitted to use it without our approval.