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Terms & Policies

Financial Services Guide

1. About this Guide
This Financial Services Guide (FSG) is prepared by Hay Limited ABN 34 629 037 403 Australian Financial Services Licence No. 515459 (Hay). Under its Australian Financial Services Licence, Hay is authorised to provide financial services including issuing non-cash payment facilities such as the BAXE Business Account (Business Account) and BAXE Visa Business Rewards Debit Card (Card).

This FSG is distributed by BAXE which has been authorised by Hay (Corporate Authorised Representative number 001304467) to market, promote, and distribute Hay Limited non-cash payment products.

This FSG is an important document, which provides information about the financial services offered by Hay and is designed to assist you in deciding whether to use the services offered in this FSG. Hay is the issuer of the Card, BSB and Account whereby the customer can make payments wherever Visa debit cards are accepted.

The Card is linked to a digital account (which is not a bank account). The customer is given details of the digital account which will enable them to deposit funds into that account. Once cleared, these funds can be accessed by the customer by using the BAXE App and/or the Card locally and/ or overseas. Hay is required to hold customer funds with an approved Authorised Deposit-Taking Institution (ADI) in a separate, designated account.

It is important for you to know that Hay is not a bank and our non-cash payment product is not protected under the Australian Government’s Financial Claims Scheme.

2. Important information
This FSG is designed to assist you make an informed decision about whether to use our financial services. It contains important information about:

  • The financial services we provide and documents you may receive from us;
  • fees and other benefits we may receive for providing the financial services to you; and
  • how you can make a complaint to us and how we will deal with your complaint.

After reading this FSG, you will know:

  1. Who we are and how to contact us;
  2. What financial services can be provided to you and how these services will be provided to you;
  3. How we (and any other relevant persons) may be remunerated;
  4. Whether any relevant associations or relationships exist that may influence our general advice;
  5. How we maintain your personal information; and
  6. How to access our internal and external complaints handling arrangements.

The content of this FSG is general information only and does not take into account any person’s particular needs or objectives or whether our services are suitable for you.

If you need any more information than is contained in this document, please contact us. You have the right to ask us about our services, fees and charges, and what you can do if you have a complaint about our services. 

3.Documents you may receive

You will receive this FSG at the time we think that we may provide you with a financial service. You will also be provided with our product disclosure statement (PDS) before you sign up to our product(s). The PDS will provide you with information about the product, its features, benefits, risks, costs and other relevant information, available at

The use of the Business Account and Card are governed by Terms and Conditions which are available at; and the Privacy Policy which is available at

You should read the PDS, Terms and Conditions and Privacy Policy before you decide to obtain our product(s).

4. About the Issuer Hay Limited
Hay is a holder of an Australian Financial Services Licence (AFSL) No 515459. Under its AFSL, Hay is authorised to issue and provide general advice in relation to non-cash payment products.
5. About the authorised distributor BAXE
Hay has provided BAXE an authorisation to act on its behalf for specific activities, meaning it can:

  1. Arrange for the issue of the BAXE Business Account and Card by Hay to you;
  2. Provide factual product information in relation to the BAXE Business Account and Card; and
  3. Publish or issue certain promotional material in relation to the BAXE Business Account and Card.

BAXE cannot provide you personal advice about the non-cash payment product offered by Hay. This means neither Hay nor BAXE has taken into consideration your objectives, financial situation or needs.

FCG FINANCIAL SERVICES PTY LTD ABN 38 635 012 396 operates BAXE as a brand for this product. You will need to decide whether any factual product information given by BAXE in its promotional material is suitable for you, or to obtain personal advice from an appropriately qualified and authorised person.

Please be aware that Hay is not responsible where BAXE provides any services to you that are outside of the authorisation we have provided. If you have questions regarding the information or materials you receive, you can contact Hay at any time.

6. Can I provide BAXE with instructions?
You may provide BAXE with specific instructions by letter, email or other means, such as the BAXE App.
You can contact BAXE by using the following channels:

Mail: PO Box 10023 Adelaide Street, BRISBANE QLD 4000
Email: [email protected]

7. Are there any fees, commissions, or other benefits received?
All fees relevant to the BAXE Business Account and Card are set out in the PDS for each product Hay issues, and that BAXE distributes, which can be found at

DescriptionHay Limited (Issuer)BAXE (Distributor
Other benefitsNoNo

8.Associations and Relationships
Hay and BAXE are not related companies and have no association or relationship with one another other than for the purpose of issuing and distributing the financial services set out in this FSG.

Neither Hay nor BAXE is aware of situation or arrangement that would give rise to a potential or actual conflict of interest that could influence the issue, operation or distribution of the financial services. 

9.Disputing a Transaction
We encourage you to review your transaction history regularly. Where your Card is used for Unauthorised Transactions, we will seek to reverse the transaction if we can under the Visa Scheme Rules (Chargeback). Your ability to dispute a transaction or reverse an Unauthorised Transaction may be lost if you do not notify us immediately (see Chargeback and Disputed Transaction in section 2 of the Business Account and Card terms and conditions).

It is your responsibility to regularly review your online transaction history to identify Unauthorised Transactions. Under these Terms and Conditions, we may not be responsible for any loss to you if you do not dispute an Unauthorised Transaction within 45 days of the transaction date.
10. Feedback and Resolving Problems and Complaints

When you provide feedback, Hay and BAXE have the opportunity to improve services to you. If you have a query or complaint relating to the Business Account and Card that BAXE has provided to you, you should initially direct the query to BAXE via:

Mail: PO Box 10023 Adelaide Street, BRISBANE QLD 4000
Email: [email protected]

Please provide a full explanation of your feedback or complaint. BAXE may request further details from you. 

Either BAXE or Hay will undertake the following:

  • Keep a record of your complaint;
  • Acknowledge your complaint within 1 business day;
  • Respond within 30 calendar days;
  • If we cannot complete our investigation within 30 calendar days, we will let you know why.

If you are unable to resolve your issue with BAXE directly, you can escalate your enquiry to Hay via [email protected] or by phone 1800 080 081. Hay will check with you to make sure you are satisfied with how your complaint was handled.

If we are unable to resolve the matter to your satisfaction, you may refer the compliant to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. It’s important you raise your concerns with us first before going to AFCA, as AFCA will generally encourage this before they will investigate.

The contact details for AFCA are:

Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678 (free call)
Email: [email protected]