eCebuana Terms and Conditions

 
  1. 1. TERMS OF USE
 
      1. 1.1. The eCebuana application provided by Cebuana Lhuillier Bank enables clients to access their online accounts through the Bank’s mobile application. Upon enrollment, clients can perform various mobile banking transactions and access its services as permitted by the Bank. By using the application, you agree to these Terms and Conditions (“T&C”), which complement the Bank’s existing account terms and other relevant agreements.
 
      1. 1.2. The terms “Bank,””we,””us,” and “our” refer to Cebuana Lhuillier Bank, its employees, directors, affiliates, successors, and assigns. Cebuana Lhuillier Bank is regulated by the Bangko Sentral ng Pilipinas (BSP) and holds a license as an Electronic Banking and Electronic Money Issuer (EMI). The term “you” and “your” refers to users of the Service, including registered users of eCebuana, Microsavings, Cebuana Savings Account Holders, Visa Virtual Cardholders, and others as applicable.
 
      1. 1.3. These T&C shall be effective, valid and binding from the time that you agree to them upon registration or the time you use any of the Services. They will remain in full force and effect until terminated by you or us, except for certain provisions which shall remain effective after termination as stated in these T&C, or as required by any law, rule, or regulation.
 
      1. 1.4. We reserve the right to modify these T&C at any time without advance notice. Any changes to these T&C will be effective immediately upon posting in the eCebuana mobile app, with an updated effective date. By accessing or using the eCebuana Service after any changes have been made, you signify your agreement on a prospective basis to the modified T&C and all the changes. Users must periodically review this page to ensure familiarity with its most current version.
 
      1. 1.5. You must be at least eighteen (18) years of age to register or link your Micro Savings account for an eCebuana account. Users under the age of 18 are not permitted to register or link accounts through the app. By registering, you represent and warrant that you have the legal capacity to agree to these T&C. The Bank shall not be liable for any unauthorized or unintended transactions initiated by users under the age of eighteen (18) years, who, through misrepresentation of age, gained access to and conducted transactions via the eCebuana app, including but not limited to basic wallet services, such as cashin, buy load or pay bills. The account holder is solely responsible for monitoring the use of the account and ensuring that any transactions made through the App comply with the prescribed age restrictions.
 
      1. 1.6 eCebuana services are exclusively for individual account holders only. If used in furtherance of or in connection with business transactions of juridical entities, the account holder shall assume any and all liability that may arise there from and will hold the Bank free and harmless from it.
 
      1. 1.7 When you accept these T&C, you are setting up your account associated with your mobile number. You will be asked to provide information such as your complete name, present and/or permanent address, date of birth, nationality, source of funds, employment data, photo of yourself, and signature in accordance with the KYC requirements of the BSP. We may also verify your registration information through a third-party verification partner/service provider, as deemed necessary. In some cases, we may also request additional details or information to aid in verifying your identity.
 
      1. 1.8 You have the right to access, correct, erase, and, where personal data is processed by electronic means, request for a copy of such personal data being processed, subject to the conditions prescribed under the law. You also authorize and grant free, voluntary, and unconditional consent to the “Bank” for the collection, use, storage, retention, verification, and processing of your personal information and/or sensitive personal information (collectively referred to as “information”). The information you provide will be used to determine if you are eligible to use the App or the Services. We reserve the right to suspend, deactivate, or limit your access to your account if we are unable to obtain or verify your information.
 
      1. 1.9 All transactions and personal information will be retained for a period of five (5) years after the closing of the account in compliance with legal and regulatory requirements, unless they are otherwise required by law or other regulations to be retained for a longer period. We shall process your personal data in accordance with the Data Privacy Act of 2012, its implementing rules and regulations, and the issuance of the National Privacy Commission (NPC).
 
  1. 2. DEFINITIONS
 
  1. In these Terms and Conditions of Use, the following capitalized terms shall have the following meanings, except where the context otherwise requires:
 
      1. 2.1. “ACCOUNT/ECEBUANA ACCOUNT” refers to the access to eCebuana mobile application linked to deposit or ewallet account.
 
      1. 2.2. “AMLA” refers to the Anti-Money Laundering Act, as implemented by the Anti- Money Laundering Council (AMLC) of the Philippines.
 
      1. 2.3. “BENEFICIARY” receiver of funds from a send money transaction.
 
      1. 2.4. “BILLER” refers to an accredited institution that you would like to pay using bills payment service.
 
      1. 2.5.“BIOMETRICS” refers to the measurement and analysis of unique physical or behavioral characteristics of the User (such as the face, fingerprint, or voice patterns) used as an alternative to a password.
 
      1. 2.6. “CASH IN” refers to adding/funding money into an eCebuana wallet,via Cebuana Lhuillier Rural Bank’s accredited channels or partners.
 
      1. 2.7. “CEBUANA LHUILLIER RURAL BANK, INC.” (“CLB”,the“Bank”, or “Cebuana Lhuillier Bank”) is a rural bank duly registered with the Bangko Sentral ng Pilipinas (BSP) and licensed as an Electronic Banking and Electronic Money Issuer.
 
      1. 2.8. “CEBUANA SAVINGS ACCOUNT” is a regular type of savings account that is interest-bearing and does not have limit on outstanding balance.
 
      1. 2.9. “ECEBUANA APP” or “ECEBUANA MOBILE APP” is an application by Cebuana Lhuillier Bank designed for use on mobile devices, allowing customers to access services and utilizes products offered by the bank.
 
      1. 2.10. “ECEBUANA WALLET” refers to eCebuana basic wallet or eCebuana regular wallet that can access the eCebuana mobile app’s functionalities such as cash in, send money, pay bills and load top up.
 
      1. 2.11. “KNOW-YOUR-CUSTOMER(KYC)” refers to the process of identifying and verifying the true and full identity of customers. The term is also used to refer to the anti-money laundering regulations which govern these activities.
 
      1. 2.12. “MICRO SAVINGS” is a basic deposit type of account that earns interest and a limit of maximum PHP 50,000 average daily balance.
 
      1. 2.13. “OTP” refers to the One Time PIN that is used to authenticate transactions.
 
      1. 2.14. “PIN” refers to the 5-digit Personal Identification Number (PIN) selected within the eCebuana app for security purposes, used to reactivate the session upon switching applications and returning to the eCebuana app. It can also serve as an alternative method for logging in.
 
      1. 2.15. “QR CODE” stores personal and financial information of an account. It can be scanned for a quick and safe method to pay transactions and send & receive funds to & from participating financial institutions.
 
      1. 2.16. “SENDER” refers to a person who sends money using eCebuana’s Send Money, Bank transfers or other money sending service.
 
      1. 2.17. “TRANSACTION HISTORY” shows the list of transactions of a particular account.
 
      1. 2.18. “USER” refers to a Basic eWallet, Regular eWallet, Microsavings or Cebuana savings account holder who registered in the eCebuana application.
 
      1. 2.19. “BILLS PAYMENT” allows mobile app users to conveniently pay bills to accredited billers.
 
      1. 2.20. “ACCOUNT VIEWING” shows your account number and current eWallet or savings account balance.
 
      1. 2.21. “BUY LOAD” enables Users to purchase telco products such as regular, special or promo loads for accredited Telco partners.
 
      1. 2.22. “PAY QR” enables users to pay via QRPH code.
 
      1. 2.23. “RECEIVE MONEY” allows users to receive money from other banks through bank transfer, eWallet transfer or via domestic and international remittance.
 
      1. 2.24.  “SEND MONEY” allows users to send money to other eCebuana Account, other banks via Instapay and send money via cash pick up.
 
      1. 2.25. “POS” or “Point of Sale” is a device that allows users to process transactions such as withdrawals, deposits, payments and balance inquiry in Cebuana Lhuillier Pawnshops and accredited merchants.
 
      1. 2.26.  “VISA VIRTUAL CARD” is a virtual card co-branded with Visa linked to User’s fully verified eCebuana regular wallet account which will allow them to do financial services available in eCebuana mobile app as well as online purchases through visa accredited merchant worldwide. </li<>
 
  1. 3. FEES AND OTHER CHARGES
 
      1. 3.1 eCebuana app users agree to pay any fees, rates, other charges, and applicable taxes related to the Service and its use, as may be imposed by the Bank.
 
      1. 3.2 Fees and other charges, as may be applicable, shall be inclusive of all applicable Philippine taxes and shall be debited from the user’s Micro Savings or Cebuana Savings account.
 
      1. 3.3 Should these fees and other charges result in an insufficient balance in the account of the user, the transaction will not proceed and will require a deposit through any accredited partners of the Bank.
 
      1. 3.4 The amount of fees and charges may be revised as the Bank deems necessary. Any such revisions will be effective immediately upon notice to users, which may be provided via email, SMS, in-app notification, or other means as deemed appropriate by the Bank.
 
      1. 3.5 Standard carrier fees may be charged by the telecommunications service provider against the user’s prepaid phone balance or postpaid phone account when using the app and its services. Users are advised to check with their service provider for details.
 
      1. 3.6 Any refund amounts will be credited back to the same account used to fund the original transaction and in the same currency.
 
  1. 4. FRAUD/ SCAMS/ SUSPICIOUS TRANSACTIONS/ MISREPRESENTATION AND/ OR ANY FORM OF DECEIT
 
      1. 4.1 You are solely responsible for safeguarding their personal and financial information against all forms of fraud, scams, deceit, and misrepresentation. This responsibility includes preventing unauthorized access, fraudulent transactions, identity theft, and any deceptive practices that compromise the security of their information.
 
      1. 4.2 The Bank may only provide, upon request and within the limits allowed by relevant laws, available Bank records to help you filing appropriate claims against the perpetrator of the alleged fraud, scams, suspicious transactions and other forms of deceit.
 
      1. 4.3 Subject to relevant laws and regulations, the Bank reserves the right to hold and/or debit suspicious accounts used for fraud, deceit, misrepresentation, and other illegal activities especially if, upon due notice, the Depositor refuses in any manner to cooperate, reply, and/or intentionally avoid official communications made by CLB through its duly authorized representatives, within the specified timeline. Likewise, the same shall apply if the communications made by CLB to the depositor does not reach the latter by reason of non-updated contact details on records of CLB.
 
      1. 4.4 Upon receipt of reports and/or suspicion of fraud or any suspicious transaction/s,the Bank reserves the right, without prior notice, to suspend or terminate the card and/or the account from accessing the Bank’s facilities and channels, such as the ATM, POS, eCeb, and other banking services.
 
      1. 4.5 The User agrees and acknowledges to hold Cebuana Lhuillier Bank free and harmless from liabilities for any losses, claims, or legal actions as a result of any or all of the following instances unless the loss or damage incurred is solely and directly caused by the gross negligence or willful misconduct of CLB:
          1. 4.5.1 Any damages arising from or in relation to the use of the Bank’s deposit accounts as a medium to commit fraudulent activities as herein contemplated.
         
          1. 4.5.2 Any service honored by any other bank, financial institution, or merchant, where the payment transaction is not authorized for any reason whatsoever.
         
          1. 4.5.3 Any delay, interruption, or termination of the Service transaction, whether caused by administrative and human error, technical, mechanical, system failure, electrical or electronic fault or difficulty, or any other reason or circumstance beyond the Bank’s control and/or not directly attributable to the Bank.
         
          1. 4.5.4 Any possible data and system breach or exposure, which cannot be foreseen under ordinary circumstances, when using the Account and/or Service, including but not limited to Account details and personal information.
         
          1. 4.5.5 Any damages or claims arising from any unauthorized use of the App, including those resulting from a minor’s access to and use of the App’s features, whether such transactions were conducted intentionally, inadvertently, or without authorization.
         
 
  1. 5. APPLICABILITY OF TERMS AND CONDITIONS
 
    1. Use of the App and Services
 
    1. The App can be downloaded on iOS and Android devices. You can register as long as your mobile number is active, and your mobile device has at least version 8.1 or above for Android and iOS 11 or above. Users must register to utilize the App. The App will be made available to users with no fee, unless otherwise determined by the Bank. The use of the Services and/or the App is subject to these Terms and Conditions of Use:
 
          1. I. SEND MONEY
 
          1. You may send money to or from any of savings accounts or regular EWallet’s registered with the BANK using mobile number, account number or QRPH Code, subject to the following conditions: (i) The accounts must be duly enrolled in the eCebuana application, and (ii) You must provide all necessary information in the relevant funds transfer module within the Service.By using the Service, you agree that:
 
            1. • All send money transactions initiated through the eCebuana application are subject to transaction limits, cut-off periods, service fees, and other policies imposed by the BANK and/or, where applicable, by third-party institutions involved in processing such transfers. These may include but are not limited to correspondent, intermediary, or receiving institutions, and electronic funds transfer or financial transactions networks such as, but not limited to, PESONet, InstaPay, and Bancnet (collectively, “Third Party Institutions”).
 
            1. • For funds transfers conducted through an electronic funds transfer or financial transactions network, only accounts maintained at participating or member banks or financial institutions within such a network may be used as destination accounts.
 
            1. • Any requests to cancel, reverse, recall, or undo a fund transfer request are subject to the BANK’s discretion and/or the policies and procedures of the Third-Party Institution involved.You acknowledge that:
 
              1. • All fund transfer requests, except those processed via InstaPay, may require further processing by the BANK.
 
          1. II. RECEIVE MONEY
 
          1. You must have an active regular EWallet or savings account registered with the BANK and enrolled in the Service to use the “Receive Money” feature.
 
            1. A. Domestic Remittances
 
              1. • You may receive money from Cebuana Lhuiliier Pawnshops within the country. The funds will be credited to your designated EWallet or savings account based on the details provided by the sender, including but not limited to the sender’s name, reference number, and amount.
 
              1. • The BANK will process the transfer based on the information provided by the pawnshop and will not be responsible for any errors or delays caused by incorrect or incomplete information.
 
            1. B. International Remittances
 
              1. • You may receive international remittances through accredited providers such as Quikz, Albilad, and Western Union and other providers CLB may partner with. The funds will be credited to your designated EWallet or savings account based on the details provided by the sender.
 
              1. • The Bank facilitates these transactions solely as a payment platform and does not assume responsibility for, nor has control over, the foreign exchange rates, fees, charges, timelines, or policies imposed by the remittance service providers or any other providers that CLB may partner with. The Bank shall not be liable for any delays, deductions, or discrepancies arising from such rates, fees or policies.
 
            1. By using the Service, you agree that:
 
              1. • All receive money transactions initiated through the eCebuana application are subject to transaction limits, cut-off periods, service fees, and other policies imposed by the BANK and/or, where applicable, by third-party institutions involved in processing such transfers. These may include but are not limited to correspondent, intermediary, or receiving institutions, and electronic funds transfer or financial transactions networks such as, but not limited to, PESONet, InstaPay, and Bancnet (collectively, “Third Party Institutions”).
 
              1. • The BANK may impose limits on the amount of money that can be received through the Service, and transactions that exceed these limits will not be processed. Transaction limits may reset based on the daily or monthly limits associated with your account type The BANK will process the transaction once it receives the necessary information from the sending entity. The time it takes for the funds to be credited to your account may vary depending on the remittance service provider’s processing time.
 
              1. • You will receive a notification via SMS confirming the successful receipt of funds into your account.
 
          1. III. Buy Load
 
          1. You may buy load through the eCebuana application. The BANK shall execute the purchase request based on the Source Account, Amount, and Mobile Number Recipient entered during his/her online transaction. The Source Account nominated during online transaction will be debited automatically with the nominated amount after each successful transaction. This will also trigger the automatic sending of the successful transaction details to your registered e-mail address. Originator is defined as the source of the buy load transaction. The BANK has set a limit on the amount of the buy load that may be transacted through the eCebuana application. No buy load shall be allowed for purchase once you exceeded the transaction limit in the eCebuana application. Transaction limits may reset based on the daily or monthly limits associated with your account type. The BANK shall not be liable for any failed transaction due to insufficient funds. You acknowledge and agree that in transactions involving the purchase of load, the BANK acts solely as a payment platform. The BANK has no control, responsibility, or participation in the fulfillment, quality or delivery of the purchased load. The BANK shall not be liable for any issues, disputes, or losses arising from the purchased load, including delays, incorrect amounts, or non- delivery, as these are solely the responsibility of the merchant or load provider.
 
          1. IV. Pay Bills
 
          1. The BANK shall execute and report payments made based on the biller name, reference number or account number, payor’s name, amount and other details (as required by the biller) that is entered during transaction. Crediting and reporting of the payment to the biller is subject to the payment cut-off defined by the BANK for all online transactions. Payments made after the cut-off shall be considered payment for the following banking day. No bills payment transactions shall be allowed beyond the transaction limit. For scheduled bills payment, cancellations should be made at least one (1) calendar day before the scheduled payment date. You acknowledge and agree that in pay bills transactions, (i) the BANK acts solely as a payment platform for your transaction with the biller, over which transaction the BANK has no control or participation beyond processing the payment, and (ii) the BANK is not responsible for any discrepancies between the billing statement and the actual amount paid through the Service. Disputes, discrepancies or delays in payment caused by the user and/or the biller shall be resolved by the user and the biller without the involvement of the BANK. The BANK shall not be liable for the consequences brought about by the biller’s policies on overdue, past due accounts and disconnection of services caused by the user’s delayed payments. The bills payment arrangement between the BANK and the biller may be cancelled without prior notice of termination to the user. The BANK shall not be held liable for the consequences of this termination. The user authorizes the BANK to disclose to the biller any information pertaining to the user’s bills payment transaction done in the eCebuana application, as may be required for the processing and reporting of such payments.
 
          1. V. Visa Virtual Card
 
          1. To use the Visa Virtual Card, you must have a regular eWallet account within the eCebuana mobile application and will be the source of funds for the card. The Visa Virtual Card can be used for online shopping and other digital transactions for VISA accredited merchants. Transactions are subject to the available balance in your eWallet and any limits imposed by the BANK.You are responsible for safeguarding your Visa Virtual Card details, including the card number, expiration date, and CVV code. The BANK is not liable for unauthorized transactions resulting from your failure to properly secure your card information. You are responsible for safeguarding your card details to prevent fraud or unauthorized use.Any disputes or chargebacks related to transactions made with the Visa Virtual Card must be addressed directly to the merchant for resolution. While the BANK will provide assistance in the chargeback process following Visa’s guidelines, it is not responsible for resolving disputes between you and the merchant.The Visa Virtual Card will have an expiration date, after which it will no longer be valid for transactions. Users can renew their Visa Virtual Card when nearing expiration. A notification is sent three (3) months prior to expiry, with follow-up reminders until the card is renewed. Card renewal is subject to fees and its policies at the time.
 
    1. Security and Access
 
    1. A username and password or PIN is required to access the account. The Bank shall not allow access if an incorrect username and password is entered three (3) times and will temporarily block the account. A One Time Pin (OTP) will be sent to the registered mobile number of the User/Account Holder for authorization of financial and non-financial transactions. The Bank shall not allow the processing of transactions with an incorrect OTP.
 
    1. Modification and Maintenance
 
    1. We reserve the right to change, modify, substitute, suspend, or remove without notice any information or Services on the Mobile Application from time to time. Your access to the Mobile App and/or the Services may also be occasionally restricted to allow for repairs, maintenance, or the introduction of new facilities and/ or services. We will attempt to restore such access as soon as we reasonably can.
 
    1. Content and Access Management
 
    1. We reserve the right to block access and/or edit or remove any material which in our reasonable opinion may give rise to a breach of these Terms and Conditions of Use.
 
    1. Transaction Notifications and Records
 
    1. Every successful financial transaction and other significant actions done via the App will be sent to the User’s nominated email address for safety and record purposes. Details of the transaction will be recorded in the Bank’s system and will be regarded as conclusive proof of the validity and authenticity of the transactions made.
 
    1. Consent for Services and Features
 
    1. Any services, enhancements, and features of the App that require the User’s consent shall be confirmed via SMS or email to inform the User of the specific service, enhancement, or feature the account holder has subscribed to and the exact duration of the subscription. The User will also be notified of the expired subscription of the service, feature, and enhancement.
 
    1. Marketing Communications
 
    1. User hereby agrees to receive transaction notifications, announcements, and be regularly updated by the Bank and its subsidiaries and affiliates (hereinafter, “Group”) of their products and services. The User fully understands that the foregoing information will accordingly be shared.
 
    1. System Limitations
 
    1. The User understands that the Bank may not be able to carry out instructions received through the App due to offline situations caused by system problems or other circumstances as determined by the Bank.
 
    1. User Responsibility and Security
 
    1. The User has full responsibility for the security of his/her Mobile Device(s), SIM card, and confidentiality of his/her User ID and password(s), and all transactions, whether valid or fraudulent, authorized or unauthorized, made through said Mobile Device(s)/SIM card and via the eCebuana App, if such fraudulent or unauthorized transaction was caused by or is a result of the User’s fault or negligence. The Bank encourages the User to change passwords regularly, especially when account details have been exposed.It is the User’s sole responsibility to reset the password through the App if its confidentiality has been reasonably suspected to have been compromised to avoid any unauthorized use of the User’s accounts. The Bank shall not be liable for any unauthorized use/misuse of the Mobile App due to theft or loss of the Mobile Device/SIM.
 
    1. Rectification of Errors
 
    1. The Bank has the right to rectify any incorrect crediting to the User’s account without the Bank suffering any liability. The User hereby consents thereto without the need for further act and deed or with or without notice to the User. The Bank has the right to debit from the account the erroneous credit.
 
  1. 6. RULES ABOUT USE OF THE SERVICE AND THE MOBILE APPLICATION
 
  1. We will use reasonable endeavors to correct any errors or omissions as soon as practicable after being notified of them. However, we do not guarantee that the Services or the Mobile Application will be free of faults. In the event of any error or omission, you should report it by contacting us through our Cebuana CARES Hotlines via the following methods:
 
    1. Phone: (02)8759-9800/ (02)8779-9800
    2. SMS: 09178122737GLOBE/ 09188122737SMART
    3. Email: [email protected]
    4. Address: PJL Corporate Center–1782 Nicanor Garcia corner Candelaria St., Brgy. Valenzuela, Makati City 1208
 
  1. We do not warrant that your use of the Services or the Mobile Application will, at all times, be uninterrupted and/or that any information or messages transmitted via the Services or the Mobile Application will be transmitted in a timely manner. Notwithstanding that, the Bank will exert earnest efforts to provide uninterrupted access to the Services and the Mobile Application. Access to the Services and the Mobile Application may be suspended, restricted, or terminated at any time. The App, the Services, and the use of all related facilities are provided on an “as is, as available” basis without any warranties, whether express or implied.To the fullest extent permitted by applicable laws, we disclaim all representations and warranties relating to the App and its contents, including any inaccuracies or omissions in the Mobile Application, accuracy, availability, non-infringement, or implied warranties in the course of the User’s dealing or usage of trade.Not withstanding our efforts to ensure that our system is secure, we do not guarantee that it shall be secure at all times. However, the Bank assures that we implement the latest threat protection protocols for publicly known vulnerabilities and threat vectors.We shall not be liable for any acts or omissions of any third parties, and for any indirect, incidental, special, consequential, or punitive loss or damages resulting from or in connection with the Mobile Application and the Services offered in the Mobile Application and these Terms and Conditions of Use.
 
  1. 7. INDEMNITY
 
  1. You agree to indemnify and keep us indemnified against any claim, action, suitor proceeding brought or threatened to be brought against us which is caused by or arising out of (a)your use of the Services, (b)any other party’s use of the Services using your user ID, verification PIN and or any identifier number allocated by the Bank, and or (c) your breach of any of these Terms and Conditions of Use, and to pay us damages, costs and interest in connection with such claim, action, suit or proceeding.
 
  1. 8. User Rights to Manage Personal Data
 
  1. You have the right to access, update, or delete your personal data at any time by contacting us through the app or our customer support, subject to applicable laws and regulatory requirements.
 
  1. 9. AMENDMENTS
 
  1. We may periodically make changes to the contents of the eCebuana App, including the descriptions and prices of products and services advertised, at any time. eCebuana users shall be notified in sixty (60) calendar days before any amendments/changes to these terms and conditions may take effect. We assume no liability or responsibility for any errors or omissions in its contents.Were serve the right to amend these Terms and Conditions of Use from time to time without notice. The revised Terms and Conditions of Use will be posted in the eCebuana App and shall take effect from the date of such posting. You are advised to review these Terms and Conditions periodically as they are binding upon you.
 
  1. 10. GOVERNING LAW AND VENUE
 
  1. This T&C shall be governed by Philippine laws. Any legal action arising from this T&C will be exclusively brought to the jurisdiction of the appropriate court of Bacoor City, Cavite.
 

Annex A – Table of Fees