Policies & Agreements

1. Introduction

These Fraud Protection Guarantee Terms and Conditions (the “Terms”) govern the fraud protection benefits provided by Motive Financial Products, LLC (“Motive,” “we,” “us,” or “our”) to eligible customers (“Customer,” “you,” or “your”) using Motive Cards. These Terms supplement and incorporate by reference Motive’s Spend Management Services Agreement and any other applicable agreements governing your use of Motive’s financial products.

By using the Fraud Protection Guarantee (the “Program”), you acknowledge and agree to these Terms. If you do not agree, you should discontinue participation in the Program.

2. Fraud Protection Guarantee Overview

The Program is designed to provide limited protection for eligible unauthorized transactions made using a Motive Card. Protection applies only to transactions that meet the eligibility criteria set forth in these Terms. This Program is not an insurance policy and does not replace your obligation to safeguard your Motive Card credentials or comply with fraud prevention measures recommended by Motive. The maximum annual coverage under this Fraud Protection Guarantee is $25,000 for accounts with an annualized credit limit of less than $1,000,000, with a maximum  of $15,000 per card. The maximum annual coverage is $250,000 for accounts with an annualized credit limit of $1,000,000 or more, with a maximum of $15,000 per card. The Fraud Protection Guarantee coverage is calculated on a rolling annual basis. These terms and conditions may change.

3. Eligibility Criteria

To qualify for the Program, the following criteria must be met:

1. Account Status: You must have an active Motive Card account in good standing.
2. Fraud Prevention Features: At least one of the following fraud prevention features must be enabled and functional at the time of the disputed transaction to receive respective coverage under the guarantee:
   • Card Unlock 
   • Transaction Auto Decline: Vehicle & Spend Location Mismatch, Fuel Level Exceeds Threshold
   • Spend Controls
   • Merchant Controls
3. Timely Reporting: Unauthorized transactions must be reported to Motive within 72 hours from the date of the transaction.

Failure to meet these requirements may result in denial of coverage under this Program.

4. Covered Fraud Protection Features and Scope

The Fraud Protection Guarantee applies only to transactions where the following fraud prevention features are enabled and functioning at the time of the transaction:

Card Unlock	Protection against unauthorized third party transactions.
Vehicle Proximity Auto-Declines	Automatically reject transactions when the vehicle’s location is too far from the fuel station. Not covered: Non-fuel transactions Transactions for which real-time vehicle location is not available at the time of transaction due to reasons such as: The Vehicle Gateway is unplugged or disconnected. The Vehicle Gateway is not assigned to the vehicle.
Fuel Tank Threshold Auto-Declines	Prevent side-fueling and other potential misuse by setting maximum fuel tank capacity limits. If the vehicle tank is already at its set limit, fuel transactions will be declined. Motive relies on telematics data reported by the Motive Vehicle Gateway and the protection is based on the last known fuel level reported from the vehicle’s primary fuel tank. Not covered: Non-fuel transactions Transactions when fuel-level sensor data is not available at the time of transaction due to reasons such as: The Vehicle Gateway is unplugged or disconnected. The Vehicle Gateway is not assigned to the vehicle.
Spend Controls	Motive automatically declines transactions that violate spend controls. Controls can include (but are not limited to) the following: Time-based controls: Define spending windows by day, week, month, or billing cycle. Spend limits: Set per-transaction limits and total spending caps for a given period (daily, weekly, monthly, or billing cycle). Cash advance restrictions: Enable or block cash advance withdrawals, if applicable. Category-based controls: Restrict spending to specific merchant categories (e.g., fuel, maintenance). If a transaction is not declined due to a Motive system error, it will be covered under this Program.
Merchant controls	Motive automatically declines transactions that violate merchant controls. If a transaction is not declined due to a Motive system error, it will be covered under this program.

Non-Covered Transactions

• Customers who meet the eligibility criteria but do not have any of the above fraud prevention features enabled are not covered under this Program.
• Transactions that do not comply with the fraud prevention measures outlined in this Section 4 will not be eligible for reimbursement.

5. Limitations and Exclusions

The Fraud Protection Guarantee does not cover the following types of transactions:

• Customer-Approved Transactions: Any transaction explicitly authorized by the cardholder via manual approval or override.
• Non-Fuel Transactions (Auto Decline Mismatch Feature): Transactions at merchants other than fuel stations only when this feature is enabled.
• Failure to Report in Time: Any fraudulent transaction that is not reported within the required time frame specified in Section 6.
• Friendly Fraud: Misuse by the customer or its employees.

Motive reserves the right to investigate, verify, and determine whether a transaction qualifies under the Program.

6. Claim Process

To file a claim under the Program, the Customer must:

• Report the unauthorized transaction via Motive’s designated support channel within 72 hours of the transaction date.
• Provide supporting documentation, including but not limited to:
  • Transaction details (date, amount, merchant, and reason for dispute).
  • Confirmation that required fraud prevention features were enabled and functional at the time of the transaction.
  • Any additional information requested by Motive for review.
• Motive’s Review Process:
  • Motive will evaluate claims based on system logs, fraud prevention settings, and transaction details.
  • If Motive determines that a claim is valid, then Motive will credit the claim amount back to your Motive Account as a statement credit.

Motive reserves the right to deny any claim if fraudulent activity by the customer is suspected or if the transaction does not meet Program requirements.

7. Customer Responsibilities

To remain eligible for coverage under the Program, the Customer must:

• Maintain an account in good standing with Motive.
• Ensure fraud prevention features remain enabled and properly configured.
• Promptly report unauthorized transactions to mitigate losses.
• Promptly freeze or terminate compromised cards.

Failure to meet these responsibilities may result in loss of protection under this Program.

8. Modifications and Termination

Motive reserves the right, at its sole discretion, to modify, amend, suspend, or terminate the Fraud Protection Guarantee or these Terms at any time. Any modifications will become effective upon posting on Motive’s website or upon other written notice to you, unless otherwise stated.

It is your responsibility to review these Terms periodically for updates. Your continued use of the Program after any modifications constitutes your acceptance of the revised Terms. If you do not agree with the updated Terms, you must discontinue participation in the Program.

Motive may also discontinue the Program at any time, in whole or in part, without liability to you. 

9. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the State of Delaware, without regard to conflict of law principles. Any disputes arising from this Program shall be resolved in accordance with the dispute resolution provisions set forth in Motive’s Spend Management Services Agreement.

10. Contact Information

For questions, disputes, or to file a fraud protection claim, you may submit a request through the Motive Dashboard, contact Motive at +1 (855) 434-3564, or use the support form available here.