Onsi

General Terms of Business

IMPORTANT INFORMATION AND CONSUMER TERMS OF BUSINESS

Important Information  

Last updated: April 2025 

You have been given this document because you have been invited by a business to whom you provide services (your “Partner”) to access our application (“Onsi App”) so that you can take advantages of benefits, which may include insurance products which are packaged as set plans (“benefits plans”). You may also have been invited by your Partner to become a member of a membership club. (“Onsi Club”).

Your Partner is responsible for payment of your benefit plan or membership plus any applicable taxes. It is important to note that you will not be covered and /or in receipt of any benefits plans until we receive the fees for the relevant benefit plan fee or membership fee.

1. Who are we?

1. We are Onsi, a trading name of Collective Society Ltd, a company incorporated and registered in England and Wales under company number 011789182, whose registered office is at 101 New Cavendish Street, 1st Floor South, London, W1W 6XH. Reference to “Onsi” “us” or “we” throughout these Terms means Onsi Ltd.
2. We are authorized and regulated by the FCA to conduct insurance distribution activities (reference number 923788.) This information can be verified by checking the Financial Services Register on the FCA’s website (www.fca.org.uk) or by contacting the FCA by telephone on 0300 500 8082. 
3. We are responsible for administering Onsi Club.  You can contact us by email at hello@onsi.com.

2. Why is this document important?

1. This document sets out the terms of business under which we carry out services for you which are accessible through the Onsi App.

3. What is a Onsi Club?

1. Each Onsi Club is a club set up by Collective Benefits Ltd, a company incorporated and registered in England and Wales under company number 12340959, whose registered office is at 101 New Cavendish Street, 1st Floor South, London, W1W 6XH (“Collective Benefits”). A Partner can create an Onsi Club through which they can make certain benefits (which may include insurance) available to their members (who are all flexible workers of the Partner).
2. Collective Benefits may be the policyholder of the insurance products available to Onsi Club members. Your Partner is responsible for payment of your club membership fees to us.
3. Where applicable, the rules and membership guide for your Onsi Club are accessible by you on the Onsi App. This sets out how your Onsi Club is run, and the rights and obligations of the club officers and its members.
4. Collective Benefits has appointed us to administer your Onsi Club. It is an associated company because it is a wholly owned by Collective Group Holdings Ltd.

4. Are we covered by the Financial Services Compensation Scheme (“FSCS”)? 

1. Where your benefits plan include insurance, you may be entitled to compensation from the FSCS if Onsi, any broker or any insurer of an Onsi insurance product cannot meet its obligations relating to that insurance, depending on the circumstances of the claim. Further information about compensation scheme eligibility and arrangements is available from the FSCS at www.fscs.org.uk. 

5. Complaints  

1. We aim to provide a high standard of service, but if things do go wrong, we are committed to resolving matters promptly and fairly. If you wish to register a complaint, please contact us:

• by e-mail to our customer services team at complaints@onsi.com or
• by post to Onsi, 101 New Cavendish Street, 1st Floor South, London, W1W 6XH.

Complaints about insurance products

2. Some Onsi insurance policies may be arranged by a third party broker listed in the insurance policy documentation (each a “Broker”). If you have a complaint about a Broker, you can still complain to us. We will pass your complaint to the Broker and work with them and you to resolve it. However, if you’d prefer to complain directly to the Broker you can do so by post to the relevant Broker’s postal address listed the insurance documentation.
3. In the unlikely event that we or the Broker are unable to resolve your complaint to your satisfaction, if you are eligible, you may be entitled to refer your complaint for an independent review by the Financial Ombudsman Service (“FOS”). The FOS is an independent service in the UK for settling disputes between customers and businesses providing financial services. You can register your complaint and/or find more information on the FOS, including eligibility criteria, at www.financial-ombudsman.org.uk You can also contact the FOS on the following:

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

In writing: Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Terms of Business

1. Acceptance of these Terms

1. By joining a Onsi Club and/or receiving a benefits plan you will be deemed to have accepted these Terms. Please therefore read this document carefully and please contact us if there is anything in these Terms which you do not understand. If you wish to cancel, the information about cancelling is in clause 7 below and, in particular, please note the 14 day cooling off period in clause 7.2.

2. Our services to you

1. The services we carry on for you are as follows: 

Promotions and management 

1. Onsi manages the Onsi App through which benefit plans are offered and is also responsible for the day-to-day administration of any Onsi Club. This means that we deal with all correspondence and communications relating to your membership of the Onsi Club and your chosen benefit plan via the Onsi App or email.
2. You can access the Onsi App by creating an account. You will need to input your email address and choose a password. We will then send you an email to verify your email address. Once you have created your account, you can access the Onsi App. From the Onsi App you can review and access your benefits plan.
3. You can also use your account login credentials to logon to our native mobile application which Onsi also manages. By downloading and logging into the native mobile application you can use and access your benefits plan.  
4. The Onsi App will also show further benefit plans available to you that you may want to consider purchasing separately. These are additional benefits plans that your Partner does not pay for, but which you can buy separately. Contact us if you would like further information about additional benefits plans.
5. You can be a member of more than one Onsi Club. This means that you receive benefit plans paid for by more than one business through Onsi Clubs set up by different businesses or that you can purchase further benefits plans yourself.

Payment of Membership Fess or Benefit Plan Fees 

2. Your Partner is responsible for payment of your membership fees or benefit plan plus VAT. It is important to note that you will not be covered and / or in receipt of any benefits plans until we receive your membership fee or benefit plan for the relevant benefits plan.

Insurance

3. Where your benefits plan include an insurance product, you will be insured under one or more group policies which may be held either by Collective Benefits or by your Partner as master policyholder. A proportion of the membership fees we receive on your behalf will be paid into a trust account that we administer in accordance with clause 12 below. Those fees will be collated with other membership fees and used to pay the premium and any insurance premium tax payable by the group policyholder.
4. We may, in connection with an insurance product and as a part of our services to you: 

1. offer you insurance products that meet your stated needs based on the information you provide us
2. explain the main features of insurance products
3. where purchased, arrange for you to be added as a named insured under the appropriate group policy insurance product
4. administer the payment of premiums on behalf of Collective Benefits to insurers
5. provide other administration services required in respect of your insurance products 
6. appoint a third-party claims administrator to administer claims

5. We do not give advice on insurance products and you will need to make your own choice (or seek independent financial advice) about what insurance product to choose as part of your membership benefits.
6. Details of the insurer that underwrites each Onsi insurance product and details of Brokers involved in arranging each Onsi insurance product are set out in the insurance documentation which will be available in the Onsi App. The insurance documentation also provides details of your cover.
7. Information about the FCA regulated businesses listed in your insurance documentation can be verified by checking the Financial Services Register on the FCA’s website (www.fca.org.uk) or by contacting the FCA by telephone on 0300 500 8082.  

Your duty to answer questions 

9. We may ask you a number of questions when arranging your benefits plan.  Please take reasonable care to answer all the questions honestly, to the best of your knowledge and provide full answers and relevant details. If you do not answer the questions honestly or to the best of your knowledge, then you could be removed from an insurance product by the insurer, or your claim rejected or not fully paid.  

3. Rewards Marketplace

1. Your benefits plan may include access to our Rewards Marketplace. The Rewards Marketplace is where you can find a number of rewards and discounts in your Onsi App (the Rewards Marketplace) and all rewards included in it are subject to availability. We rely upon third party providers (Suppliers) to make the rewards available and provide the underlying products or services to you.  As a result, we cannot guarantee that any specific deal or discount will always be available or that they will always be provided on the same terms. We will try and find alternatives if some deals and discounts become unavailable but this is not guaranteed.
2. Certain rewards may be subject to additional terms and conditions, in which case they will be displayed on the relevant site within the Rewards Marketplace before you purchase the relevant deal or discount. The additional terms and conditions may also introduce certain modifications to these Terms in respect of that deal or discount. Please read them carefully as they will give you important information about how to redeem your deals or discounts and any restrictions that may apply, such as an expiry date, or any specific locations where you may redeem the deal or discount from the Supplier that provides it. We will not be responsible for any loss or damage you suffer if you fail to comply with any such additional terms and conditions and we will not issue refunds.
3. If you are redeeming your rewards for an online purchase, you may be redirected to the relevant Supplier’s website and the applicable terms and conditions should be displayed on their website. If you are redeeming any rewards in store, you can always ask the store personnel for their terms and conditions of supply. Since we do not provide the underlying products or services, our role is limited to provide you with the rewards (i.e. the discount, voucher, offer etc) and we are not responsible for the availability, quality or suitability of the products purchased by you from the relevant Supplier. As a result we cannot be responsible for the Supplier’s performance of their obligations, including any losses or damage suffered by you as a result of their supply of any products or services or their failure to comply with any applicable laws or regulations. If you are not satisfied with the Supplier’s service or products, please contact them directly, although we welcome your feedback, as it is important to us that we partner with reliable Suppliers.
4. Any face-value offers are redeemable in their entirety and cannot be redeemed in instalments unless the additional terms and conditions applicable to such deals and discounts state that they can be. In the event that the value of the service or product to which the deals and discounts relate is less than the face-value, you will not be entitled to a credit or a refund.
5. All rewards are for your personal use only and you cannot sell, copy or reproduce them. If we learn that you have sold, copied, reproduced or otherwise used our Rewards Marketplace or the deals and discounts available on it for commercial gain or fraudulently, we may permanently cancel your access to our Platform.
6. Unless the applicable terms and conditions state otherwise or the relevant Supplier allows for this, deals and discounts may not be combined with any other promotional offers, vouchers and/or gift certificates.
7. Your rewards will be delivered by us via a method selected by you on the order page, such as mail, email, link or telephone.
8. You should be aware that all payments made by you for any deals and discounts are directly with the Supplier or their agent and not with us. We are therefore unable to make any cancellations or refunds for you and you will need to raise these directly with the Supplier and/or their agent. You may wish to note that for most purchases you make online you normally have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to change your mind within 14 days, cancel your contract and receive a refund. However, these regulations do not give you the right to change your mind in respect of services, once these have been completed, or digital products after you have started to download or stream these, even if the cooling off period is still running.

4. Onsi Pay

1. You may have access to Onsi Pay, whereby you are able to make a request to drawdown some or all your earnings from your Partner for work you have already completed. You will have an allotted time to make a Request which, once it has expired, Earnings which have not been withdrawn will be paid to you during your usual Pay Cycle with your Partner.
2. To access Onsi Pay, you warrant that you have given your Partner permission to share personal data, wage/earnings data and banking data with us, if and to the extent that it is necessary or desirable to do so. This will enable (i) us to provide Onsi Pay to you; and/or (ii) us or your Partner to perform our respective obligations under these Terms or any agreement we have with your Partner. This data includes (i) your name, email address and phone number, (ii) your earnings and (iii) Bank Account Information.
3. We may charge you a Transaction Ffee for each and every On-Demand Payment. The Transaction Fee shall be displayed to you at the point of Request on the Onsi App and shall be deducted by us as part of the transaction. For example, if you withdraw £50 and the transaction fee is £2, you will receive £48. The Transaction Fee shall be set at fair market value and shall be inclusive of VAT. It value may vary over time but will always be displayed at the point of your Request.
4. A Request may not be accepted if (i) you make it in the period that begins on Reconciliation Day and/or ends on the last date of the relevant Pay Cycle (if later) and/or (ii) exceed the Maximum Proportion you can Request and/or (iii) we have reasonably decided to withdraw or suspend your access to Onsi Pay.
5. We cannot be responsible for any losses you might suffer, if a Request is not accepted, or an On-Demand Payment is not made, or we withdraw or suspect your access, for any reason whatsoever.
6. On-Demand Payment can take up to one (1) business day but may take less time to be received into your Bank Account. This means that if a Request is accepted on Tuesday, it may not be received until Wednesday, or if a Request is accepted on you authorise a withdrawal on Friday, it may not be received until Monday.
7. Once a Request has been accepted, we are unable to reverse the On-Demand Payment or refund any Transaction Fee.
8. Any On-Demand Payment or Balancing Payment will be made into your Bank Account. You represent and warrant that (a) you are the legal owner of (b) you are authorised to provide you Partner with; and (c) your Partner is entitled to provide us with the Bank Account Information.
9. You are responsible for ensuring that any Bank Account Information provided by you or your Partner are correct and accurate. If your Bank Account Information changes, you agree to tell your Partner immediately. You are also responsible for ensuring that any updated Bank Account Information is accurately reflected and confirmed within the Onsi App prior to initiating any withdrawal. You should verify that the Bank Account information is correct before proceeding with the Request to draw down. If you do not do this, it might delay the processing of your Requests, On-Demand Payments and Balancing Payments. We are not responsible for any errors, Transaction Fees or other issues that might arise, or for any losses you might suffer.
10. We store your Bank Account Information securely with all of the data encrypted in transit and at rest using AES-256.
11. If an On-Demand Payment is made, you understand and accept that on your next Reconciliation Day, you will receive a Balancing Payment comprised of (i) your Earnings; less (ii) the On-Demand Payment made during the relevant Pay Cycle; less (iii) our Transaction Fees (if any).

5. Competitions

1. We may run competitions, offers and surveys or similar from time to time which may be subject to additional terms and conditions. These additional terms and conditions may also introduce certain modifications to these Terms. Any additional terms and conditions will be displayed with the competition, offers and surveys or similar.

7. International Transaction Fees

1. Generally, our payment processing provider is based in the UK, even if we allow you to pay for any rewards or other benefits plan in your local currency. This may mean that your credit card issuer or bank will consider that a payment made by you is an international transaction if it is processed overseas and charge you a fee for the transaction. You should check whether your credit card issuer or bank charges international transaction fees before using any credit or debit card to make a payment. We are not liable or responsible for, and do not refund, international transaction fees.

7. Cancellation and mid-term adjustments 

1. Notice of cancellation, changes to benefits and changes in your circumstances must be notified to us via your Onsi App.  

Cooling off period

2. You can cancel your membership and/or benefits plan without giving a reason at any time within 14 days of becoming a member. You can cancel each benefits plan without giving a reason at any time within 14 days of that benefit commencing. When you cancel membership or benefits plans in accordance with this clause 8.2 , any membership fees or benefit plan fees paid will be fully refunded to your Partner provided you have not notified or made a claim, whereupon no refund will be made.

Other cancellation by you

3. After the 14 day cooling off period described in clause 8.2 above, you can cancel any benefits plan or your membership at any time.

Refunds on cancellation

4. As your membership fees or benefit plans have been paid by your Partner, you will not receive a refund of these fees on any cancellation in connection for any reason.

Cancellation by us

5. Where a membership fee or benefit plan is not received from your Partner on or before the date when it is due to be paid, you agree that we may instruct the insurer to cancel any cover you may have under an insurance product. In such circumstances, you should contact your Partner immediately to find out why your fee has not been paid. You will be responsible for putting in place any alternative insurance, should this be required.

8. How we are paid

1. We are paid for the services that we provide to Collective Benefits and to you, from membership or beenefit fees we collect.
2. We may also, and the Brokers may also, receive commission from any insurer in relation to the insurance products.
3. In addition, we may receive fees Transaction Fees for Onsi Pay.

9. How to make a claim against an insurance product

1. The insurers administer or have appointed third party claims handlers to handle all claims. If you wish to make a claim, you must contact the claims handlers for the applicable insurance products immediately via your Onsi App or as otherwise set out on the insurance policy.
2. It is essential that you notify the claims handlers for the applicable insurance products promptly after discovery of all incidents that may result in a claim. Any failure to do so may result in an insurer refusing to accept a claim.

10. Limitation/Exclusion of Liability 

1. Your attention is specifically drawn to this clause which limits or excludes our liability to you. Our liability for losses suffered by you as a direct consequence of any negligent performance of our services shall be limited in all circumstances to £1,650,000 per claim. In respect of any other claim for breach of contract arising out of our performance or non-performance of our services, our liability will be limited to greater of the amount of (i) membership fees (where applicable) (ii) benefit plan fees (where applicable) or (iii) Transaction Fees (where applicable) we have received in respect of your benefits with Onsi during the 12 months prior to such claim arising. your membership during the 12 months prior to such claim arising. 
2. We will not be liable to you for any economic loss, loss of profit or loss of business, whether directly or indirectly occurring and which arises out of or in connection with these Terms.
3. Nothing in this clause 11 shall exclude or limit our liability for death or personal injury caused by our negligence, or for loss caused by our fraud, wilful misrepresentation or breach of regulatory obligations owed to you. 

11. Client money for Insurance Products 

1. We do not hold client money. Onsi acts as the agent either of an insurer or of a broker (depending on the insurance product) for the purposes of receiving, holding and paying claims, and handling premiums. We operate a separate trust account on behalf of the insurer and/or broker, in accordance with FCA regulations.

12. Data protection and confidentiality

1. We will only use your personal information as set out in our privacy policy.
2. We will at all times treat information about you of a sensitive or personal nature as private and confidential.  We will disclose personal information we hold about you:

1.     where we are required to do so by law or by a regulator;
2. to insurers, loss adjustors, IT service providers, administrative support service providers, and other like persons to the extent necessary to administer your Onsi Club or benefits plans in a timely manner;
3. to loss assessors, lawyers, and other like persons to the extent necessary to enable such third parties to provide information or services you have requested;
4. to other affiliated companies within the Collective group including Collective Benefits Ltd, Brokers, the Issuer and our Partners to the extent necessary to facilitate the effective management, administration, or operation of Onsi Club.
5. By way of exception to the lawful uses of confidential information set out above, you agree that we may share information relevant to any insurance products you benefit from where this is necessary to enable the insurer to decide whether to underwrite a risk. 

14. No waiver, amendments and our right to assign

1. A failure at any time by either of us to enforce any right or obligation shall not be deemed to be a continuing waiver of such right or obligation. You may not assign your rights or obligations without our prior written consent. We may assign, novate or subcontract any of the services we carry on under these Terms or any other insurance broking, insurance administration and/or insurance consulting services without your prior consent. 

15. Governing law  

1. These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales. 

16. Jurisdiction 

1. The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these Terms or its subject matter or formation. 

5. Defined Terms for On-Demand Payments

1. "Bank Account Information" means the sort code and account number for, and the name(s) of the owner(s) of your Bank Account;
2. "Balancing Payment" means the amount which represents (a) your Earnings (b) less any On-Demand Payment; (c) less any Transaction Fees for the corresponding Pay Cycle;
3. "Bank Account" means the bank, building society, or other equivalent account, into which payment shall be made of your On-Demand Payment and Balancing Payment;
4. "Earnings" means the whole amount that you are entitled to receive on the next Reconciliation Day for work and/or services performed by you during the Pay Cycle (net of any deductions your Partner is authorised or obliged to make on your behalf, (such as tax), under and in accordance with the terms of agreement between you and your Partner;
5. "Maximum Proportion" means the maximum proportion of your Earnings that you are permitted to Request in any one Pay Cycle;
6. "On-Demand Payment" means the payment of part, of all, or your earnings for work already performed before the Reconciliation Day;
7. "Pay Cycle" means the week, month or other period in respect of which your Partner pays your Earnings, according to the terms of the relevant agreement between you and your Partner;
8. "Reconciliation Day" means the day(s) or date(s) on which your Partner normally pays your Earnings according to the terms of the relevant agreement between your and your Partner;
9. "Request" means a request made by you for On-Demand Payment;
10. "Transaction Fee" means the fee payable by you or your Partner for each and every On-Demand Payment made to you.