Financial Services Guide

Last Updated: 13 June 2024

  1. What is this document?

    1. This Financial Services Guide (“FSG”)has been prepared by IMMERSVE PTY LTD (ABN 93 658 192 057) (“Immersve”). Immersve holds an Australian Financial Services Licence (“AFSL”) 545925.
    2. This FSG is an important document which provides information to assist you in deciding whether to use the Immersve product. It contains information on the services being provided, how the relevant parties are remunerated, details of how complaints are dealt with, privacy considerations and the conflicts of interest that may arise. In addition to this FSG, you will be provided with a Product Disclosure Statement (“Immersve PDS”) containing further productinformation and disclosure that will help you make an informed decision regarding whether or not to use Immersve.
    3. You should also read the Immersve General Terms of Use and the Card Terms of Use which will apply to your use of the Immersve product.
    4. If you have any questions about the information contained in this FSG, you should contact support at Immersve.
      Mail: Level 21, 233 Castlereagh Street, SYDNEY NSW 2000
    5. All capitalised terms in this FSG have the same meanings as those defined in the Immersve PDS and Immersve General Terms of Use, unless otherwise stated.
    6. In this FSG, any reference to “we” or “us” is a reference to Immersve; “you” are the user of the Immersve product.
  2. Who are we?

    1. We, as the the Issuer, hold an AFSL and are authorised to deal in and provide general financial product advice in relation to non-cash payment (“NCP”) products.
  3. Providing instructions to us

    1. Immersve maintains and operates the Immersve Platform and your Immersve Account which holds certain types of digital currencies, including Stablecoins, and from which you can transfer amounts to, or receive amounts from another Immersve Account, or a third party Digital Wallet.
  4. What financial services do we provide?

    1. We are separately authorised by Mastercard Prepaid Management Services Australia Pty Ltd ABN 47 145 452 044, AFSL 386 837 to deal in and provide general advice relating to the Immersve Card Mastercard®. You should also read our PDS & Card Terms of Use if you wish to apply for a Immersve Mastercard®.
  5. How are we remunerated?

    1. We will charge fees in accordance with the fees described in the Card Terms of Use.
    2. We may adjust our fees upon notice to you via the Website.
  6. How are we remunerated?

    1. We will charge fees in accordance with the fees described in the Card Terms of Use. Immersve does not charge fees for any general advice which is provided in relation to the Immersve product.
    2. We may adjust our fees upon notice to you via the Website.
  7. Conflicts of interest

    1. We have a conflict-of-interest policy that aims to avoid and manage conflicts of interests that may arise both within the group and between it and third parties from time to time.
  8. Financial advice

    1. We are only authorised to provide you with general financial product advice, and not authorised to provide you with any personal financial product advice.
    2. That means any advice we provide to you has been prepared without taking into account your objectives, financial situation or needs. You should therefore consider the appropriateness of the advice, in light of your own objectives, financial situation or needs, before following any advice we provide to you.
    3. Before making any decision to use the Immersve product, you should obtain a copy of and consider this FSG, the Immersve PDS, and the General Terms of Use, and make your own decision on whether Immersve or related services offered are right for your circumstances.
  9. Privacy

    1. In addition to information we collect about you as our customer, which is subject to the terms of our privacy policy (available at to provide an effective service in relation to Immersve we may collect personal information about you. Information is collected by us only where it is required to complete the provisioning of Immersve or related transactions for you, to promote and market Immersve and services to you and to inform you of any key updates or changes, or for us to comply with laws and regulatory requirements.
  10. Compensation arrangements

    1. Immersve is covered by a professional indemnity insurance policy designed to pay claims by third parties (including customers) arising out of any professional negligence on its part, subject to terms and exclusions of the policy. The policy extends to cover for claims made in relation to the conduct of representatives/employees after they cease to be employed by or act for Immersve. The terms and conditions of the policy satisfy the requirements of s912B Corporations Act 2001 (Cth) for compensation arrangements. You do not have a direct right to claim under this policy which is taken out to ensure sufficient resources will be available to meet claims against Immersve.
  11. Dispute resolution

    1. You should address any complaint relating to the financial products or services directly to us using the details provided in the Immersve PDS or by contacting Customer Support by email
    2. We will acknowledge your complaint promptly, either verbally or in writing, and do our best to resolve it straight away. If we can’t resolve your complaint within 5 business days, we will provide you with a written response providing the final outcome within no later than 30 days. We aim to resolve all complaints within 21 days. However, in some cases it may take up to 30 days. Your complaint may take a little longer to assess if we need more information or if your complaint is complex. In all cases, we’ll keep you updated on the progress. You can ask for information about how we manage complaints.
    3. If you are not satisfied with our response, you may lodge a complaint with the Australian FinancialComplaints Authority (AFCA). AFCA provides free and independent financial services complaint resolution and can be contacted on

      Phone: 1800931 678 (free call)
      Mail: GPO Box 3,Melbourne VIC 3001.

      Time limits may apply to complaints to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
  12. What happens if this FSG changes?

    1. If the FSG is updated, we will post a link to the updated FSG on the Immersve website.