Travelezplus Card Terms and Conditions 
Contact Us

Travelezplus Card Terms and Conditions 

Travelezplus Card Terms and Conditions 

Travelezplus Card Terms and Conditions 

Welcome to Travelezplus 

Your use of your Travelezplus Card is governed by these Travelezplus® Card Terms and  Conditions between you and Abu Dhabi Islamic Bank PJSC (referred to hereinafter as the  “Bank”). 

1. Definitions and Construction 

Account – means the Travelezplus account linked to with your Card, loaded with one or more  Currency Wallets that have access to prepaid payment functions and your Available Balance. An Account may hold multiple Currency Wallets, which must include UAE Dirhams (“AED”).  

Account Centre – means the Travelezplus website or any applicable Mobile Portal application  that you log on to, to access the secure elements of your Account. 

Account Fee Schedule – means the schedule of fees and charges, in respect of your Account  available on the Website, as may be amended and notified to you from time to time. 

AED – means the United Arab Emirates Dirham which is the lawful currency of United Arab  Emirates. 

ATM – means an automated teller machine that accepts the Card for cash withdrawals and  balance enquiries. 

Auto Wallet Transfer – means where a Currency Wallet has insufficient funds, funds will be  automatically transferred from another Currency Wallet to allow the transaction to be completed.  Auto Wallet Transfers will be completed at the Conversion Rate.  

Available Balance – means the total monetary value available to you in your Account for  transactions using the Card, being total value of all Currency Wallet(s) less any applicable  tolerance limits, which may apply to certain transactions. 

Card – means the Travelezplus Card bearing the VISA logo issued and available to you for your  use upon activation. Where applicable, the term means collectively, all cards attached to your  Account. 

Currency Order – means, when you have more than one Currency Wallet loaded on your  Account, the order in which the transactions or fees may be applied to your Account. 

Currency Wallet - means the portion of your Account that holds the total of each of the  Supported Currencies loaded onto your Account.

Customer Services – means our dedicated call centre, or our online support at  www.travelezcard.com. 

EFTPOS Terminal – means a device that enables electronic funds transfer at point of sale and  includes EFTPOS software integrated into an electronic cash register that is installed at a  merchant’s premises to effect point-of-sale transactions. 

Conversion Rate – means the exchange rate that will be applied when funds are transferred  between your Currency Wallets.  

Home Wallet – means your mandatory AED Currency Wallet. 

Mobile Portal – means a software application and/or web application for accessing the Account  Centre that has been created to suit small-screen and/or portable electronic devices including  mobile phones and tablets, and which may have different levels of functionality than that available  when accessing the Account Centre via a web browser. 

Mobile Services - means mobile financial services that you can opt in to, to allow you to access  your Account information and to perform financial transactions using your Registered Mobile  Device.  

Negative Balance – means a negative rather than positive Available Balance, arising because  the debits on your Account exceed the total value of all your Currency Wallets.  

PIN – means a personal identification number for transactions using a physical Card, ATM,  EFTPOS Terminal and/or Mobile Services. 

Registered Mobile Device – means any mobile device or other device enabled to access your  Account which has been registered by you at the Account Centre. 

Supported Currency – means UAE Dirhams (“AED”), Euro (“EUR”), Great British Pounds (“GBP”), United States Dollars (“USD”), Australian Dollars (“AUD”), Canadian Dollars (“CAD”),  Singapore Dollars (“SGD”), Hong Kong Dollars (“HKD”), Japanese Yen (“JPY”), Thai Baht  (“THB”), Qatar Riyal (“QAR”), Omani Rial (“OMR”), Bahraini Dinar (“BHD”) and other such foreign  currencies as notified by us to you from time to time and available to view at the Account Centre. 

Unsupported Currency – means a currency other than a Supported Currency.  

VISA Conversion Rate - means the exchange rate selected by VISA from within a range of  wholesale exchange rates available or, if applicable, the government mandated rate relevant to  the country of the Unsupported Currency being transacted. In either case the exchange rate will  be selected on the date that VISA processes your foreign currency transaction (and not  necessarily the date that you enter into the foreign currency transaction). 

Website – means the website at the URL www.travelezcard.com or any future URL applicable to  your Account and Card.we, us, our – means the Bank. 

we, us, our means the Bank.

you, your – means the natural person named on the Account entering into these Terms and  Conditions. 

In these Terms and Conditions, unless the context otherwise requires: 

(a) a reference to this Terms and Conditions or to these Terms and Conditions is a reference  to these Terms and Conditions as the case may be, as varied, amended, supplemented, replaced  from time to time; 

(b) words in the singular number include the plural number and vice versa; (c) where a word or phrase is defined, its grammatical forms have a corresponding meaning. 

2. Introduction 

These Terms and Conditions govern the use of your Card and Account, and is an agreement  between you and the Bank. By Activating your Account you agree to be bound by these Terms  and Conditions. 

You are advised to read these Terms and Conditions carefully. Contact Customer Services if you  do not understand or are unsure about any of these Terms and Conditions. 

2.1 What are the benefits of an Account? 

Once activated, your Account is:  

› Able to hold multiple currencies.  

› Flexible – you can choose which Currency Wallets to load from the Supported Currencies  and transfer currencies between those Currency Wallets when it suits you. 

› Prepaid – you first have to load funds onto your Account. As a result you can only spend  the Available Balance and can keep to a budget. 

› Reloadable – there is no limit on the number of times you may load funds. › Chip, PIN and signature enabled for security. 

› Able to be used wherever VISA prepaid cards are accepted. 

› Able to link your Account to your Registered Mobile Device. 

2.2 Eligibility for obtaining the Card 

You are eligible to receive the Card provided you are a current resident of the United Arab  Emirates and a minimum age of twenty-one years. 

2.3 Loading funds onto your Account

The loading of funds on to your Account must be in accordance with the load limits outlined in the schedule in clause 5.9 (the “Limit”). All funds must be loaded in AED. Please see the  Website for details on your options to load funds. 

2.4 Moving overseas 

You shall notify us in case you move outside of United Arab Emirates. In such case you  may not be able to load funds or reload funds into your Account. If you have an Available  Balance, you will still be able to use your Account to transact in accordance with these Terms  and Conditions until the expiry date on your applicable Card or until your Available Balance is  fully utilised, whichever is sooner. 

2.5 Other information 

Your Account is not like a credit card and your ability to use your Account to perform  transactions is limited to the Available Balance and any other limits referred to in these Terms  and Conditions. There is no profit payable to you on the Available Balance of your Account.  

3. Introduction to Multi Currency Wallets 

3.1 Multiple Currency Wallets on your Account 

AED is your mandatory Home Wallet. You can select all of the other Currency Wallets to add  to your Account based on your international travel needs.  

The exchange rate that will be applied when funds are transferred between your Currency  Wallets is the Conversion Rate. Your Account Centre, will display a quote of the Conversion  Rate on offer and the total value of foreign currency that you may purchase. If you accept the  quote, we will transfer the funds between your Currency Wallets immediately in line with the  currency values agreed by the accepted quote.  

3.2 Currency Order 

When there is more than one Currency Wallet on your Account, a Currency Order will apply.  This Currency Order is important for some transactions; for further details on this, please see  clause 5.4 “About Currency Transactions” section. The Currency Order is set by you, by  selecting your order preference at your Account Centre, or by contacting Customer Services.  

3.3 PIN Set Up 

Upon activation, you are required to set a four (4) digit payment PIN for your Card. You can  do this when you activate your Card or at the Website when setting up your Account Centre.  

Once your payment PIN is set for your Card, and funds are loaded, you can use your Card to  access the funds on your Account at ATMs or merchants wherever VISA prepaid cards are accepted.  

If applicable, Mobile Services may require that you set a different PIN for Mobile Services,  which you can use to authorise transactions via your Registered Mobile Device. 

Your selected PIN must be designed by you and will not be shared or stored with us. To  reduce the chance of anybody guessing the numbers you have chosen, you are advised to avoid unsuitable PINs such as: 

› Birth dates, months or years in any form or combination; 

› Sequential numbers (such as 3456) and easily identifiable number combinations (such as  1111); 

› Any of the blocks of numbers on your Card; and 

› Other easily accessible personal data such as parts of personal telephone numbers or  driving's licence or other numbers easily connected with you. 

If you believe that anyone has gained unauthorised access to any of your PINs, you should  contact Customer Services immediately and follow the other procedures set out in the  Unauthorized Transactions section below, to limit your liability for unauthorised transactions. 

4. Using your Account  

4.1 Where you can use your Account 

You should treat your Card with the same care as you would treat cash. Account value lost  due to a lost or stolen Card and/or PIN may not be reimbursed in full or in part. 

YOU SHOULD SIGN YOUR CARD IMMEDIATELY UPON RECEIPT AND BEFORE USE.  

Only you, the cardholder, is authorised to use your Account. You are responsible for the use  of your Account according to these Terms and Conditions. 

You can use your Card to access your Account to buy goods and services from merchants  displaying the VISA sign. This includes purchases by mail order, telephone order and over  the internet. However, some merchants or financial institutions may not accept payment via  your Account. We are not liable in such cases. You can also use your Card to access funds  on your Account at any ATM displaying the VISA sign. 

When using your Card to access your Account at EFTPOS Terminals and at ATMs, select the  ‘credit’ option and not the ‘cheque’ or ‘savings’ options. You will then be required to enter  your payment PIN or sign a voucher to authorise and complete the transaction.  

If your Available Balance is not adequate to cover the transaction amount, you may request  the merchant to charge a part of the transaction to your Account and pay the remaining  amount with cash or another form of payment (a split transaction). Some merchants do not  allow split transactions.  

If you use your Account without presenting your Card, and the transaction is approved, the resulting account balance will be the same as if you had presented your Card.  

Your Account will be debited immediately with the amount of each cash withdrawal or  purchase, plus any applicable fee and any other amount that we may deduct from your  Account under these Terms and Conditions. The Available Balance on your Account will be  reduced accordingly.  

4.2 Fees and Charges

Account fees and charges apply to certain transactions, enquiries and services. All fees and charges that we charge relating to the use of your Account are listed below at clause 5.9 and  are detailed in the Account Fee Schedule below and available on the Website. All fees and charges (unless otherwise specified) will be deducted from your Available Balance. 

The Account fees and charges as listed will be deducted from your Home Wallet in the first  instance. The exception to this rule is the international ATM withdrawal fee, which will be  deducted, as set out below: 

› If the international ATM withdrawal is conducted in a Supported Currency, the  international ATM withdrawal fee will be deducted from that Supported Currency  Wallet.  

› If the international ATM withdrawal is conducted in an Unsupported Currency, the  AED international ATM withdrawal fee amount will be deducted from your Home  Wallet. 

› If there are insufficient funds in the Currency Wallet that the fee is being deducted  from, then an Auto Wallet Transfer will occur. You can refer to condition 5.4 of “About  Currency Transactions” section below for further details on Auto Wallet Transfers. 

In respect of the fee for Card Inactivity (Clause 5.9 Account Fee Schedule), if there are  insufficient funds in your Home Wallet to deduct the monthly account fee, an Auto Wallet  Transfer will occur. You can refer to condition 5.4 “About Currency Transactions” section  below for further details on Auto Wallet Transfers. The Monthly Inactivity Fee will be  assessed on a monthly basis, after twelve (12) consecutive months of Card and Account  inactivity. 

All other Account fees will be deducted from the Home Wallet (unless otherwise specified)  and if there are insufficient funds in your Home Wallet to deduct the applicable fee, the  transaction may be declined. If the transaction is not declined, the applicable fee will be  deducted by means of an Auto Wallet Transfer. 

In addition to our ATM fees, some ATM operators may also charge an ATM fee. If you make  an ATM withdrawal, that ATM operator’s fee will be added to the total transaction value and  be deducted from your Available Balance. If the ATM operator’s fee does not relate to an ATM withdrawal, the fee will be deducted separately from your Available Balance. Refer to  the Supported Currency or Unsupported Currency sections to determine from which of your  Currency Wallets such fee will be deducted. You are advised to take note that NOT all ATM  operators advise you of their fee before you withdraw money from their ATM. You may refer  to clause 5.4 (a) and (b) below on the Supported Currency and Unsupported Currency  Transactions sections for further information relating to ATM transactions, fees and operators. 

4.3 Emergency Cash 

In an emergency situation, such as if your Card has been lost, stolen or damaged while you are  travelling, you can request an emergency cash transfer by contacting Customer Services. There may be a maximum amount you can request on a daily basis. 

Depending on where you are, we will endeavor to arrange an emergency cash transfer through  our preferred global money transfer agent. We will only be able to do this subject to the following:

– you allow us to verify your identity; and 

– you must attend an office of our preferred global money transfer agent and tell us in  advance the country and the city of the office you attend; and 

– you tell us the currency in which you would like the emergency cash transfer to be  provided. 

If we can arrange an emergency cash transfer: 

– a fee as specified in Account Fee Schedule of clause 5.9 of these Terms and Conditions applies; and 

– the amount of the fee will be charged separately from the amount that you have  requested to be transferred; and 

– the combined total amount of the emergency cash transfer and the fee amount cannot  exceed your Available Balance; and 

– you will need to attend the office of our preferred global money transfer agent that you  nominated when requesting the emergency cash transfer to collect the cash.  

When attending to collect the cash, you will need to satisfy our preferred global money transfer  agent of your identity according to their identification procedures. 

There is no warranty that an emergency cash transfer will always be available. Please note that if  we can arrange an emergency cash transfer, we do not have control over the time that it will take for the cash to be available to you and therefore we shall not be responsible for any delays. 

5. Managing your Account 

.  

5.1 Balance enquiries 

You can check your balance of any Currency Wallet by logging on to your Account Centre, visiting an Alfardan Exchange location or by calling Customer Services, as set forth below.  You can also check your balance through an ATM (fees may apply). Where you have more  than one Currency Wallet on your Account, an ATM balance enquiry will show the combined  Available Balance of all your Currency Wallets in the local currency of the ATM. Some ATM  operators may also charge a separate fee for ATM balance enquiries, which will be deducted  from your Available Balance. You may refer to clause 5.4 (a) and (b) below on the Supported  Currency and Unsupported Currency sections to determine which of your Currency Wallets  such fee will be deducted from.  

Your Account can only be used if it has a positive Available Balance. If you make or attempt  to make any transactions that exceed your Available Balance on your Account, then you will  be liable to us for any Negative Balance plus any applicable fees, along with any costs  incurred in recovering or attempting to recover from you the amount you owe. If a Negative  Balance arises, that does not mean that a Negative Balance will be allowed to arise or be  increased on subsequent occasions.  

5.2 How to protect your Card, PIN and password  

Your Account is for your sole use and may only be used once the Card has been activated.  You are responsible for keeping your PIN and password secure. In particular you must: 

› not keep a written record of your PIN or password; 

› not allow another person to see your PIN or password when you enter these; 

› not keep your PIN or password in a form that can be readily identified as PIN or a  password; 

› not disclose your PIN or password to any other person (including persons in apparent  authority, family members or spouse); 

› not carry your PIN or password with your Card or store them in your mobile phone.  Password 

You must set a password to be able to log into your Account Centre. Using your Card, go to  the Website and set up your access to the Account Centre. You must protect your password  and not disclose it to any person or record it anywhere and ensure the password you choose  is not obvious or easily guessed (for example, do not use your date of birth, any part of your  name, family, pet or street names). We may also need you to provide additional information to  authenticate you when logging into your Account Centre. If you forget your password or  believe it may have been compromised, you should contact Customer Services. You may  reset your password at the Website at any time you wish. 

5.3 Transferring funds between Currency Wallets 

You can transfer funds loaded on your Account from one Currency Wallet to another  Currency Wallet by accessing your Account Centre. Funds transferred between Currency  Wallets will be converted at the Conversion Rate.  

5.4 About currency transactions 

a) Supported Currency Transactions:  

When withdrawing money from an ATM, making a purchase or where an ATM operator  charges a fee, in each case in a Supported Currency that you have loaded on your  Account, the transaction including any fees payable, will be deducted from that Currency  Wallet.  

If the currency is a Supported Currency, but you do not have that Currency Wallet loaded,  or if you have insufficient funds in that Currency Wallet, your Account will take the funds  from the first or next Currency Wallet you have nominated in your Currency Order.  

Your Account will move through the Currency Wallets in your Currency Order until the  transaction value is met. The full transaction amount may be funded from multiple  Currency Wallets available on your Account. Each time funds are transferred from one  Currency Wallet to another, an Auto Wallet Transfer will occur and the exchange rate  used will be the Conversion Rate.  

b) Unsupported Currency Transactions: 

If withdrawing funds from an ATM, making a purchase or where an ATM operator  charges a fee, in each case in an Unsupported Currency, your Account will first deduct  funds from your Home Wallet. The amount will be converted at the VISA Conversion  Rate. If your Home Wallet has no funds, or insufficient funds, then the funds will be  deducted from the first or next Currency Wallet in your Currency Order, triggering an Auto  Wallet Transfer to your Home Wallet. The Auto Wallet Transfer will occur at the  Conversion Rate. The full transaction amount may be funded from multiple Currency  Wallets available on your Account. Once there are sufficient funds in your Home Wallet  to pay for the transaction the Unsupported Currency in which the transaction occurred will  be converted at the VISA Conversion Rate and the funds deducted.  

A currency conversion fee will apply to Unsupported Currency transactions as set out in  Account Fee Schedule available at the Website. 

c) Dynamic Currency Conversion 

Some ATM operators and merchants may offer you the ability to complete a transaction  in a currency other than the country’s local currency. This is called dynamic currency  conversion. In this situation, the merchant or ATM operator is applying a foreign  exchange margin to the applicable conversion rate that would apply to convert the  transaction currency into another currency. This will add cost to your transaction. 

If you are withdrawing funds from an ATM that dispenses a currency other than that of the  country where the ATM is located, the ATM operator may convert the amount being  withdrawn into the local currency before converting it back to the currency being  dispensed. This may occur even when the currency being dispensed is the same as that  of one of your Currency Wallets. As a result, the amount debited to your Account may be  greater than the amount which is dispensed by the ATM. Not all ATM operators advise of  the amount to be debited to your Account before you withdraw funds from their ATM. 

d) Insufficient Funds 

Where the aggregate funds in all your Account’s Currency Wallets are insufficient to  process a transaction, the transaction will be declined. 

5.5 Errors and transaction disputes  

You should retain all vouchers and transaction records received from merchants and  electronic equipment. You should check all details and entries by reviewing your transaction  records on a regular basis: 

› by viewing at your Account Centre,  

› over the phone, using your Registered Mobile Device, or  

› by calling Customer Services. 

There may be fees payable for reviewing transactions using Mobile Services. You are  advised to refer to the Account Fee Schedule set forth in condition 5.9 below for further  details.  

You cannot stop a payment on any transaction after it has been completed. A merchant must  issue a valid refund voucher to make a refund to you. We can only credit your Account with  the refund when we receive the voucher from the merchant’s bank.  

Refer to the Unauthorized Transactions section below if you have a transaction on your  transaction record that is unauthorised (rather than what appears to be an error or dispute  with a merchant or electronic equipment).  

Steps to resolve an error or transaction dispute: 

You should always first communicate directly with the merchant to resolve a dispute. If it  cannot be resolved, you should contact us to report it via Customer Services or through your  Account Centre within 30 days of the disputed transaction. Proof of the purchase transaction  and a written summary of relevant information may be required.  

The date appearing on your transaction record may not be the transaction date recorded by  us, as transactions may be completed and posted to your Account on a different day 

If you wish to lodge a transaction dispute, please download a Dispute Form from the Account  Centre and submit it to us via email at disputes@travelezplus.zendesk.com. You are required  to provide as much information about such disputed transaction as you can. Once we have  received your completed Dispute Form, we will investigate such transaction on your behalf.  We will acknowledge receipt of your Dispute Form in writing within ten (10) business days.  

Provided that you have complied with our reasonable request for information, we will correct  the error if it is our fault or the fault of our services providers. If on reasonable grounds we  decide it is not our fault, we will notify you in writing as soon as such decision is made.  

Unless there are exceptional circumstances, in which case we will write to you to let you  know, we will complete most transaction investigations within forty five (45) days of  acknowledging the receipt of the Dispute Form.  

5.6 Refunds or reversals 

Refunds or reversals, whether directly from a merchant or in the form of a disputed  transaction that was transacted in a Supported Currency, will be returned in that Supported  Currency in the same amount and credited to that Currency Wallet on your Account. If at the  time of refund or reversal, you no longer have the applicable Currency Wallet and you already  have the maximum number of Currency Wallets, we will return the equivalent amount to your  Home Wallet using the Conversion Rate applicable at the time of refund or reversal. 

Refunds or reversals of an amount that was transacted in an Unsupported Currency will be  converted at the applicable VISA Conversion Rate and returned to your Home Wallet. We will  also refund any currency conversion fee charged on your original transaction, and we will not  charge another currency conversion fee on the refunded amount. Note that amounts returned  for Unsupported Currencies and currency conversion fees may differ from the amount 

deducted from your Account at the time of the original transaction due to exchange rate  fluctuations.  

5.7 Security at ATMs 

When using your Account at ATMs, you should always take security precautions. Observe  your surroundings before conducting the transactions and do not allow another person to see  your PIN when you enter it or if it is displayed. Always take your ATM voucher, which is  stamped with your transaction, and you should always check your ATM vouchers against  your transaction record displayed at your Account Centre.  

5.8 Limitations on use of your Account 

Accounts cannot be used for: 

a) purchases from merchants where the transaction is processed manually (through a zip zap machine); 

b) direct debit, recurring or instalment payments; 

c) purchases from merchants who do not accept prepaid VISA branded cards; or 

d) transactions in countries prohibited by us, which are North Sudan, Iran, Cuba, Syria,  North Korea and any country with US Government sanctions and laws. 

The following limitations apply to the Account: 

› When using your Account with some merchants (such as hotels and car rentals),  ’tolerance limits’ may apply. This means that the merchant may obtain an authorisation or  approval on your Account for an amount up to 20% more than the anticipated total bill, to  cover additional items such as incidentals or to ensure adequate funds are available. The  entire amount of the authorisation or approval (including the tolerance limit) will be  deducted and will not form part of your Available Balance until the authorisation or  approval is confirmed. Only the amount actually spent or authorised will be finally  deducted from your Available Balance after the authorisation or approval is confirmed.  

5.9 Transaction and load limits 

The following transaction and load limits apply to your Account and are dependent on the  type of identity verification performed when you activated your Account: 

Transaction and Load Limits – Travelezplus Travel Card 

Transaction and Load Limits Amount Currency

Maximum balance on Account at  any one time:

$10,000 

USD

Maximum aggregate amount you 

    

can load per 24 hour period (no  

$10,000 USD

amount can be loaded if the result  

will exceed the maximum balance) 

Maximum amount you can load per  calendar year

$100,000 

USD

Maximum amount you can withdraw  from ATMs per day 

$700 

USD

 

Account Fee Schedule – Travelezplus Travel Card

Item 

FEE (in AED 

if not  

specified) 

Card Issuance 

30

Card Purchase 

No charge

Card Replacement 

30

Cash Withdrawal Convenience Fee 

10.00

Card Inactivity (per month after 12  

months of inactivity)

5.00

Reload Fee 

5.00

ATM Usage

  

Domestic ATM Withdrawal 

5.00

Domestic ATM Balance Inquiry 

2.00

International ATM Withdrawal (withdrawals outside  the UAE)

  

USA 

2 USD

Euro Zone 

1.5 EUR

UK 

1.5 GBP

Canada 

3.00 CAD

Australia 

3.00 AUD

Hong Kong 

15 HKD

Thailand 

80 THB

Singapore 

7.5 SGD

Japan

250 JPY

Oman

1 OMR

Qatar

10 QAR

Bahrain

1 BHD

International ATM Balance Enquiry

  

USA 

1 USD

Euro Zone 

1 EUR

UK 

1 GBP

Canada 

1.5 CAD

Australia 

1.5 AUD

Hong Kong 

7 HKD

Thailand 

40 THB

Singapore 

5 SGD

Japan 

125 JPY

Oman 

0.5 OMR

Qatar 

5 QAR

Bahrain 

0.5 BHD

Customer Services

  

Call Center 

No charge

E-statement 

No charge

Mobile app 

No charge

Online Account Management 

No charge

Other Charges 

  

Currency Conversion Fee 

3.5% of  

amount of the  

transaction,  

applied when  

calculating the  

Conversion  

Rate

Emergency Cash (excluding transfer  

fees)

20

Emergency International Card  

Replacement (excluding card courier  

fee)

30

Account Closure 

30

Account to Account Transfer 

5


 

* load and reload amounts may be lower and may differ between retail partners, as  determined by each retailer at its sole discretion.

# or a lesser amount set by a local ATM operator.  

The foreign currency equivalent for the above-listed amounts will be determined based on the  Conversion Rate or the VISA Conversion Rate, as applicable.  

For this section, a “day” is defined as a 24 hour period commencing when an applicable  transaction(s) is completed.  

6. Expiry, Closing and Termination  

6.1 Card Expiry 

Once activated, your Card can be used to access your Account until the expiry date shown on  your Card. However you may close your Account at any time prior to your Card expiration by  contacting Customer Services. Your Card cannot be used at merchants or ATMs after the  expiry date.  

If, after a period of six (6) months after the expiry date of your Card, we cannot locate you  using your last known address, your Available Balance will be held by us in accordance with  applicable law. Your Available Balance will be held in your Home Wallet, with amounts in any  other Currency Wallets converted at the then applicable Conversion Rate.  

6.2 Closing your Account 

If you would like to close your Account, please visit any of the retail locations listed on the  Website. At your option, you can spend your Available Balance by withdrawing funds at an  ATM, spend the funds by transacting at a merchant or, if applicable, you can request your  Available Balance be returned via a cash refund from a retail location listed on the Website. 

All returns will be net of fees or uncollected transactions. If you request the return of your  Available Balance a Account Closure fee will apply (refer to Account Fee Schedule above).  

Any outstanding transactions, fees or amounts owed by you to us will be deducted from your  Available Balance before your Account is closed. Any outstanding disputed transactions will  be discussed with you and paid out separately not later than ten (10) business days after  resolution on the investigation as described in condition 5.5 of Errors and Transaction  Disputes.  

We will pay you your Available Balance in the currency of your Home Wallet and balances in  any other Currency Wallets will be converted using the Conversion Rate applicable on the  closing date. Upon closure of your Account, you may be asked to destroy or return the Card  to us. In any event, the Card linked to your Account will be automatically cancelled by us. 

6.3 Ending or suspending these Terms and Conditions 

If we reasonably believe your Card, Account, PIN, Account Centre or Registered Mobile  Device is being used in a way that may cause losses to you or us, we may cancel, restrict, or  withhold use of your Card or Account at any time, without notice.  

Further, we may cancel or suspend the use of your Account and/or Card or terminate these  Terms and Conditions immediately, without prior notice, if:

a) we believe your Account has been or is likely to be misused; 

b) you breach any of these Terms and Conditions; 

c) we suspect any illegal or unauthorised use of your Account or Card; 

d) you gave us, or we reasonably suspect that you have given to us false or inaccurate  information; 

e) we believe that continuing to allow you to use your Account or the Card may cause us to  be in breach of any law (including, without limitation, laws relating to anti-money  laundering and combatting the financing of terrorism); or 

f) you no longer reside in the United Arab Emirates. 

In any event we may close your Account for any reason other than the above by giving you at  least thirty (30) days’ prior notice. If we provide you with this thirty (30) days closure notice,  you may be entitled to a refund of any Available Balance on your Account as set forth in these  Terms and Conditions. 

6.4 Funds Redemption 

You can request your Available Balance be returned at an Alfardan Exchange location, all net  of fees or uncollected transactions. If you request the return of your Available Balance, an  account refund handling fee will apply as specified in Account Fee Schedule of clause 5.9  above. Any outstanding transactions, fees or amounts owed by you to us will be deducted  from your Available Balance. We will pay you, your Available Balance in the currency of your  Home Wallet and balances in any other Currency Wallets will be converted using the  Conversation Rate applicable on the closing date. Your account will remain open. 

7. Mobile Services  

Mobile Services are optional mobile applets that may be available to download through you  Registered Mobile Device. Mobile Services may enable you to use your Registered Mobile  Device to perform transactions such as account-to-account transfers, bill payments, balance  enquiries and Customer Services communications.  

8. Unauthorised Transactions 

IF YOU BELIEVE THAT ANY OF YOUR CARD, ANY REGISTERED MOBILE DEVICE,  YOUR ACCOUNT DETAILS OR YOUR PIN OR PASSWORD HAVE BEEN LOST, STOLEN  OR COMPROMISED, OR THAT SOMEONE HAS TRANSFERRED OR MAY TRANSFER  FUNDS FROM YOUR ACCOUNT WITHOUT YOUR PERMISSION, YOU MUST CONTACT  CUSTOMER SERVICES IMMEDIATELY. WE WILL NOT BE LIABLE FOR ANY LOSS  SUFFERED BY YOU IF THERE IS ANY DELAY OR YOU FAIL TO NOTIFY US OF SUCH  INCIDENT OR FACT. 

Remember that if you have registered with Mobile Services, your Registered Mobile Device is  a form of access to your Account, and therefore if it is lost or stolen, you must also be report 

to us, so that we may suspend your Mobile Services, from your Registered Mobile Device number.  

8.1 Unauthorised use, loss or theft 

You must promptly notify us via Customer Services if: 

› Your Account is misused; 

› Any of your Cards are lost or stolen; 

› Any of your Cards are damaged or not working properly; 

› Any of your Cards are retained by an ATM, by reporting it as a lost card; › The security of your PIN or password are compromised in any way;  

› You are enrolled in Mobile Services, and your Registered Mobile Device is lost, stolen, or  used without your authorisation; or 

› There is reason to believe any of the above might occur or might have occurred. 

If there is a delay in you giving us this notification, you may be responsible for the losses  occurring as a result of the delay, and the transactions performed with your Account may  stand, resulting in the Available Balance being reduced accordingly. We shall not be held  liable for such losses which is due to your delay in notifying us. Cards previously reported  lost or stolen are permanently deactivated and cannot be used for any purpose. 

8.2 Your liability for unauthorised transactions 

Once you have notified us that your Card or Registered Mobile Device has been lost or  stolen, or your PIN or password may have been disclosed to someone else, you will not be  liable after that time for any transactions by someone else accessing your Account.  

You will not be liable for any loss before notifying us unless you have:  

› unreasonably delayed notifying us; 

› selected an unsuitable password or PIN such as the examples referred to in condition 3.3  of the PIN Set Up above;  

› written your PIN on your physical Card or kept a written record of your PIN or password  with or near your Card or recorded in your mobile phone;  

› kept your PIN or password in a form that can readily be identified as a PIN or password; 

› disclosed your password or PIN to someone else or failed to take reasonable care to  prevent others from identifying your password or PINs, when for example, keying in your  PINs; 

› allowed someone else to use your Card or to access your Account; 

› failed to reasonably safeguard your Card or any of your Card details;  

› contributed to or caused losses from unauthorised transactions as a result of your  actions; or 

› otherwise failed to comply with these Terms and Conditions.  

If any of the above events apply, you may be liable for all transactions before you notified us,  or for any loss which could otherwise have been prevented up to the amount you yourself  would have been able to access during the time before you notified us of the loss or theft of  your Card, loss or theft of your Registered Mobile Device, or the disclosure of any of your  Card details, PIN or password.  

The limits on your liability set out above do not apply where you have acted negligently or  fraudulently, either alone or together with any other persons. 

You may be liable for all losses, including any consequential losses suffered by third parties,  if you act fraudulently, either alone or together with any other persons. You may be liable for  some or all losses arising from any unauthorised access, whether occurring before or after  notification, if you have caused or contributed to that loss; for example, by failing to comply  with these Terms and Conditions. 

You are not responsible for: 

› any negligent or fraudulent conduct by any of our staff or agents or any parties involved in  the provision of electronic banking services applicable to your Card and Account; 

› any incorrect charges against your Available Balance when the machinery used or  system involved in a transaction is not working properly, unless you persist in using your  Account when advised by a message or notice on display that the machinery or system is  not functioning properly; or 

› any unauthorised transaction occurring either before you activate your Account or when it  is proven that you could not have contributed to any loss you may have suffered.  

We are not responsible for: 

› refusal by a VISA member to allow a cash withdrawal at their ATM; 

› any dispute between you and a merchant; 

› the actions of any merchant; 

› any action taken against you in connection with the fraudulent use of your Account;  

Provided we have complied with our duty to act with reasonable care and skill and our other  obligations under applicable law, we will not be liable: 

› for any claim that arises from acting reasonably in accordance with your instructions;

› for any loss suffered by you or any third party due to matters outside our control  (including, but not limited to, non-delivery of mail, machine failure, system failure, strikes,  failure of an ATM or communication linkage failure resulting in you being unable to use  your Card or Account); 

› for any delay in transferring funds to or from your Account; 

› for any action taken by us where any of your Card have been reported lost or stolen, or  your Account details may have been disclosed or obtained by someone else, which  results in a merchant refusing a transaction because he or she suspects that you do not  own your Card(s) or Account; 

› for any losses which arise where you have acted negligently or have acted fraudulently,  either alone or together with any other person(s); or 

› for either refusing to act on contradictory instructions given in respect of your Account or  for acting on any one only of such contradictory instructions. 

9. General  

9.1 Notice or Communications 

Subject to any applicable law, you agree that we or our agents may give written notices or  other communications to you under or in connection with these Terms and Conditions either: 

› by writing to you at your residential or postal address last known to us; 

› by giving it to you personally or leaving it at your residential or postal address last known  to us; 

› by electronic communication to your email address or Registered Mobile Device (if you  have registered to use such services) last known to us or which you last gave us for  sending notices and communications to you; or 

If a notice or other communication is given to you by electronic communication, the content of  the electronic notice or communication may be: 

› set out in the body of the email or text message; 

› included as an electronic document attached to the email; or 

› made available at your Account Centre for retrieval by you (with the email or text  message advising you of this and of the general nature of the information, and giving you  the ability to readily retrieve the information electronically). 

If a notice or other communication is given to you: 

› in writing – you are taken to have received it when it would be delivered in the ordinary  course of the post;

› by giving it to you personally or leaving it for you – you are taken to have received it on  the day of delivery; or 

› electronically – you are taken to have received it on the day it is transmitted. 

In addition to the communications channels set out in these Terms and Conditions, we and  our agents may give you a notice or other communication by using any method allowed or  required by a law. If a law requires us or our agents to use a particular method, such method  will be used. 

You agree that, for the purpose of communications originated from or received by the  Customer Services or through your Account Centre, and for the purpose of electronic  communications received by the Customer Services or through your Account Centre, the  Customer Services or the operator may: 

› verify your identity by reference to any or all of the information given by you or us (or our  agents) during Activation or at any other time, or any changes made to this information;  and 

› proceed on the basis that we or they are dealing with you if satisfied by that verification. 

9.2 Change of personal details 

We rely on having accurate information about your personal details. If you change these  details (for example your address telephone number or your email address), you must notify  us promptly by logging onto your Account Centre or by calling the Customer Services. 

You should also contact the Customer Services if you change your name.  

We will not be responsible if you do not receive any notice or correspondence that has been  sent in accordance with these Terms and Conditions, if the personal details you have  provided are incorrect or obsolete. 

9.3 Changes to these Terms and Conditions 

We may amend, supplement or replace these Terms and Conditions, including any fees and  charges associated with the use of your Account, from time to time by giving you notice, as  set forth above, or any method as determined by applicable law. We will also publish such  amendments or changes to these Terms and Conditions on the Website and your Account  Centre. Publication of such amendments or changes by such method will constitute effective  notice to you. 

9.4 Authorisation 

You hereby irrevocably and unconditionally consent and authorize (the Bank at any time and at its  absolute discretion to: 

- use any and all of your personal data, credit or financial information for any banking related  purposes;- disclose/ release any and all of my personal data, credit or financial information, to  other banks, financial institutions, debt collection agencies, credit bureaus, and/or any credit  reporting agency, each of them to be known as “Receiving Party”; 

-seek and obtain any personal data, credit or financial information from any bank, financial  institution, debt collection agency, credit bureaus and/or any credit reporting agency, each of  them to be known as a “Disclosing Party”), You hereby authorize any Disclosing Party to share  and/or disclose any and all of my personal data, credit and financial information with us;.- pay on  my behalf, any fees or charges applicable to seek or obtain information from any Disclosing Party.  The Bank has the right to debit any amounts paid for such purposes from any of my accounts  with the Bank and agree that such fees/charges are non-refundable. 

Other than our gross negligence or willful misconduct you agree to indemnify and keep us indemnified , for and/or in respect of all or any actual loss or damage arising from the use, share  and disclosure of any of my personal data, credit and financial information with Receiving Party.  You further agree to indemnify and keep us indemnified for and/or in respect of all or any actual  loss or damage arising from seeking/obtaining any of my personal data, credit and financial  information from any Disclosing Party.  

You understand that we makes no warranty concerning the accuracy, validity, and/or  completeness of any such information whatsoever sought, obtained, or disclosed by us.  therefore, you understand, agree and confirm that we will not be responsible for compensating  me for any loss or damage, whether direct or indirect, that you may suffer as a result of the  inaccuracy, invalidity and/or incompleteness of any such information. 

9.5 Other Rules and Regulations 

These Terms and Conditions shall be subject to the rules and regulations of Visa International (as  amended from time to time) or UAE Central Bank or other relevant authority. 

In addition to the above rules and requlations, these Terms and Conditions is also subject to the  Bank policy, in which you shall not use the Card or allow any third party to use the Card in a  transaction not acceptable to the Bank. All transactions involving merchants which the Bank is  aware conducts a business not acceptable to the Bank, including but not limited to, alcohol, pork  products, gambling, tobacco, casinos, bars, nightclubs, merchants selling and/or providing  pornography related products and/or services will be declined. In case of such use, the Bank 

reserves the right forthwith without notice and without liability to you to cancel the Card and you  shall immediately following such cancellation pay all outstanding amounts in respect of such  cancelled Card to the Bank. 

9.6 Governing Law and Jurisdiction 

These Terms and Conditions shall be governed by and construed in accordance with the  Federal laws of UAE as applied by Abu Dhabi Courts to the extent such laws do not  contravene the rules and principles of Shari’a. The court of Abu Dhabi shall have exclusive  jurisdiction to settle any dispute arising out of or in connection with these Terms and  Conditions.