Terms of use and obtaining banking information via BT WhatsApp's Raul chatbot

1. Definitions

a) Banca - Banca Transilvania, the credit institution that makes available to the legal entity customer the chatbot raul service from BT.

b) Raul chatbot from BT - robot that facilitates the obtaining of banking information, as well as information of general and particular interest, through the WhatsApp Messenger messaging application, after connecting to the Internet. The messaging application within which the service is available can be modified by the Bank at any time, the new list of applications being brought to the attention of customers through publication on the official website of the bank.

c) Raul from BT – virtual contact available in the messaging application mentioned in the head. I point b, in which the Bank has integrated the Raul chatbot from BT.

d) Client - legal entity, having a current account opened with Banca Transilvania.

e) User - natural person, legal representative / empowered person, who represents the Client in relation to the Bank.

f) OTP (one time password) - the method that consists in automatically sending by SMS temporary passwords with limited validity in time (OTP SMS is generated at an interval of 5 minutes, if it was erroneously inserted in the application), passwords that will be used for enrollment in the application related to the Raul service from BT and / or for appropriating the issuance request formulated through Raul from BT of documents such as those referred to in article 3.1 letter b of these Terms.

g) Subscription – the means by which the user expresses within the Raul chatbot from BT, within its specific section, the consent, distinctly and explicitly, for the receipt from the bank of information such as those subject to art. 3.2. of these Terms of Use.

h) Unsubscribe - the way in which the user withdraws within the Raul chatbot from BT, within its specific section, the previous consent granted for the receipt from the bank of information of the type subject to art. 3.2. of these Terms of Use.

2. Prerequisites

2.1. In order to use the Raul Chatbot from BT, the acquisition of the necessary hardware and software (computer and/or smartphone with a functional operating system that also includes an internet browser), the necessary licenses and the provision of internet connection, are the sole responsibility of the User.

2.2. The Bank does not assume any obligation related to the installation, maintenance, repair or setting of the equipment through which the User accesses the Raul Chatbot from BT.

2.3. The Bank has no liability regarding any errors that may occur in the use of the Raul Chatbot from BT and which are due to malfunctions, errors or non-compliance with the legal provisions regulating the use of services in general and telecommunications services, in particular.

2.4. The Bank does not assume any liability in case of viruses of the phone and / or computer used by the User to access the service.

3. Object of the Raul chatbot service from BT

3.1. Obtaining information on the Client's banking accounts / products / services through the messaging application can be done as a result of entering the Client's Unique Registration Code (CUI) and the OTP sent to the User via SMS, as well as accepting the conditions of use of the service.

By accessing the service, the User will be able to:

a. obtains the following information related to the Client's accounts and/or products/services:

• information on the balance of the current account / card in RON and foreign currency
• information on the balance of loyalty points related to credit cards
• information on the IBAN account current account / lei card and foreign currency
• information on credit card payment obligations
• information on the payment obligations for the loans accessed from the Bank and, where applicable*, from BT Microfinance IFN SA (BT Mic), * if the Client also has a business relationship with BT Mic, and the User is also a representative of the Client at BT Mic
• information on cheques/payment OXs
• information on garnishments put in place on the account
• information on the UNLIMITED package in the BT network and the attached extra options

The information accessible to the User through the Raul chatbot service from BT may be modified by the Bank at any time, their new list being opposable to all customers from the date of publication on the official website of the bank of these conditions modified / completed in this regard.

b. request the issuance of CEC/BO/ORN tabs and bill of exchange.

3.2. Receiving through the Raul chatbot from BT, only after subscribing, of messages of particular or general interest sent by BT, related to the business relationship with the bank of the company / companies that the user represents.

4. Accessing The Raul Chatbot from BT

4.1. Client's Enlistment

The Client's enrollment in the Raul chatbot from BT is achieved by adding the contact (+40) 757 080 006 – "Raul from BT" – to the User's WhatsApp list, in any of the networks where the Raul chatbot from BT has been integrated.

4.2. Client Authentication

The user enters the BT Client Unique Registration Code (CUI) on the chat page. The validation of the Unique Registration Code is based on the OTP, which will be sent to the User via SMS to the mobile phone number used to access the chatbot and declared in the Bank's records as belonging to the User. The OTP is generated at an interval of 5 minutes, if it has been erroneously inserted into the application. The OTP is not generated and is not sent if the mobile phone number used to access the chatbot does not belong to the User and / or has not been declared to the Bank. By using the service, the User declares on his own responsibility that he/she holds the quality of legal representative/empowered client both at Banca Transilvania and at the company BT Microfinance IFN SA, if applicable. If the application registers 10 (combined) errors of entering the requested data, the application crashes, the User having the possibility to resume communication with the application after an interval of 24 hours.

4.3. Reading and accepting the "Terms of Use and Obtaining Banking Information via BT's Raul Chatbot" 

By entering the client code of the legal person customer, you expressly and unequivocally confirm that you have read and agree to the provisions of the "Conditions of use and obtaining bank information through the Raul chatbot from BT", which you undertake to comply with.

4.4. Conversation

After inserting the access data in the chatbot (CUI and OTP obtained by SMS) the User will be able to start the conversation with the chatbot, requesting any of the information indicated in art. 3.1. Only if the user has subscribed to receive messages of the type referred to in article 3.2., the conversation consisting in the transmission of such messages may be initiated by the bank, without the user having to previously enter the access data in the chatbot.

4.5. Termination/interruption of the conversation

At any time after providing the data requested by the client, the Bank may ask the User if he/she understands/wishes to request further information. If the User does not want to obtain any more information, he/she will have to request "disconnection", at which point the conversation with him/her will be ended.

In case of disconnection of the account by the User, the information provided through this service will be able to be reassessed only after a new registration of the CUI, respectively of a new OTP sent by SMS to the phone number of the User registered in the BT system.

In order not to be available after logging out, the conversation history between the User and BT's Raul Chatbot must be deleted by the User from within the messaging application. If the deletion of this information will not be carried out by the User, the Bank assumes no liability for its access by unauthorized third parties.

The Bank automatically disconnects the Client's account 14 days after the last activity.

The Bank automatically disconnects the Client's account 6 months after the last login.

5. Costs, fees and fees related to BT's Raul chatbot

5.1. The cost of using BT's Raul chatbot is zero.

5.2. The cost of the service may be modified by the Bank within the terms and modalities stipulated in the General Business Conditions applicable to legal entities clients.

6. Rights and obligations of the parties

6.1. Bank's rights

6.1.1. The Bank has the right to block the User's access to the Raul chatbot from BT when it has reasonable suspicions that the Client's identification / access to the chatbot are used by unauthorized persons and / or in a fraudulent way (including in the situation when there are suspicions of fraud through "phishing" attacks).

6.1.2. The Bank may conclude the conversation session with a User, under the conditions stipulated in art. 4.5.

6.1.3. The Bank may not answer questions of the User that do not concern the categories of information provided for in Article 3.

6.1.4. The Bank may send to the user who has subscribed in this regard messages from the category of those from art. 3.2 through the chatbot Raul from BT. The bank does not assume an obligation to communicate such messages through the chatbot, but has only the right to use this channel for their transmission.

6.2. Bank's obligations

6.2.1. To make available to the User who has correctly fulfilled the necessary steps for logging in, provided for in Article 4.1. - 4.3. any of the information requested by him from among those referred to in Article 3.1.

6.3. User's rights

6.3.1. The user who has accepted the conditions of use of the service and has entered in the dialog box the access data requested by the Chatbot Raul has the right to request from the Bank any of the information provided for in article 3.1. and get an answer to them.

6.3.2. The User may ask the Bank for specialized assistance regarding this service, as long as there are exclusively concerns problems related to the removal or correction of possible errors of the Raul chatbot from BT.

6.4. Obligations of the user

6.4.1. The User has the obligation to notify the Bank in writing of any change occurred in its identification data, as soon as the respective changes have taken place.

6.4.2. The User undertakes to maintain confidentiality with regard to its identification elements that have been granted by the bank, including in the case of receiving "phishing" messages. The User assumes full responsibility for the disclosure of his identification data to other persons, including as a result of "phishing" attempts, this representing a case of gross negligence on the part of the User.

6.4.3. The user must inform the bank as soon as it finds that an unauthorised person has become aware of its identification elements (including if the access data have been disclosed to third parties, as a result of "phishing" attempts).

6.4.4. The user undertakes not to make any changes of any kind to the Raul Chatbot from BT, not to use images, texts, screens or pages of the chatbot for purposes other than those provided in this document. Also, the copying, reproduction, publication or distribution by the User of elements, such as the above mentioned, of the Application are strictly prohibited, without the prior written consent granted in this regard by the Bank.

7. Liability of the parties

7.1. The Bank's liability cannot be incurred in case of damages as a result of improper use of the Raul Chatbot from BT by the User.

7.2. The Bank shall not be liable for loss of profit, material or non-material damages suffered by the User and the Client.

7.3. The Bank shall not be liable even in the following situations:

a) when due to the User's fault, the client's identification elements for the use of BT's Raul Chatbot come to the attention of other persons;

b) when, as a result of the violation of his obligation provided for in Article 6.4.1., the User does not inform the Bank of the modification of the telephone number indicated in Article 4.2, and the information provided by this service comes to the attention of unauthorized persons;

c) the account in the User's messaging application has been accessed or viewed by unauthorized third parties;

d) the computer system belonging to the User has been accessed by unauthorized third parties or has been hacked (penetration into the system of other persons / "hackers");

e) if the User discloses the identification elements to unauthorized persons, including as a result of "phishing" attacks or computer viruses on his equipment;

f) The Bank shall not be liable for any damages suffered by the User and the Client if the information provided for in Article 3.1. may not be offered due to the failure of the bank's communication system to function or if the information provided is not up to date.

8. Suspension of enrollment rights in BT's Raul chatbot

8.1. The User's access to the Chatbot Raul service from BT will be blocked whenever the Bank considers it justified that the access data has been compromised or whenever the queries are considered suspicious.

9. Termination of communication via BT's Raul chatbot

9.1. The communication through the Raul Chatbot from BT ceases de jure on the date of closing the Client's current account opened at Banca Transilvania.

9.2. The User's request to cease the communication with the bank through this service is transmitted through the "disconnect" menu of the Raul chatbot from BT, at any time. For this purpose, the User will select the Option to Log Out from the chatbot menu. The provisions of Article 4.5. on deleting your conversation history applies accordingly.

9.3. The Bank may stop at any time the provision of the service of obtaining banking information through the Raul Chatbot from BT without prior notification of the User and the Client in writing.

10. Confidentiality of information

10.1. The Bank will maintain confidentiality and will not publish or disclose in any way any information or data regarding the User and / or the Client's accounts / products / services available through the Chatbot Raul service from BT neither during nor after the termination of the use of this service, except for the situations in which it is required by law or when / as necessary to be able to provide this service (e.g. to providers without whom raul chatbot de to BT offered via Whatsapp may not work).

10.2. The Bank does not assume any responsibility for the event that the messaging application within which this service will be available processes, collects or stores in any way the data of the User, client and /- or the content, partially or totally of the conversations between the User and the Raul Chatbot from BT.

10.3. The Bank will not allow access to information about the User / Client provided through the Raul Chatbot from BT only to employees or persons / authorities who, by the nature of their function, have access to such data, as well as to the service providers it has contracted in order to offer the Raul service from BT, providers without which the transmission of messages cannot be achieved. The Bank will not allow its employees to disclose any data or information regarding the User, the Client's accounts / products / services without the prior written consent of the User / Client.

The restriction of confidentiality does not apply if:

• The information is requested by a judicial authority during a judicial procedure, in accordance with the law and the disclosure is authorized by the Bank's Management;
• In disclosing such information the Bank justifies a legitimate interest;
• The Client/ User asks the Bank in writing to disclose the information;
• In any other cases provided by law, which obliges the bank to disclose information of the nature of banking secrecy.

11. Information on the processing of personal data in the context of using the Raul chatbot from BT Whatsapp

11.1. The use of this service involves the processing of the User's phone number (which is compared/ must be the same as the one declared in the bank's records), as well as his/her capacity as the Client's representative in relation to the bank. This information is personal data of the User.

If you are a User, you should be aware that these personal data concerning you are used for the purpose of verifying your identity and quality, to ensure that you have the right to obtain information about the company that is provided by Raul from BT.

We want to use this data that concerns you also to collect your opinion about the interaction we had with Raul from BT (evaluation of the quality of the services offered by the bank), as we have the legitimate interest to evaluate the services we offer, in order to improve them. The opinion expressed (either in the form of a note given to this interaction, or in the form of details about it), is also a personal date that concerns you. If you do not want to evaluate this service, you can skip the step in which you are asked for your opinion about Raul from BT.

Distinct from the main object of the Raul chatbot service from BT provided for in article 3.1 of these Terms of Use, the bank offers Users the possibility to subscribe for receiving – in the Raul chatbot from BT – some messages of the type specified in art. 3.2. The bank has the right to send messages of this type only after the User subscribed for their receipt and, respectively, only for the period during which this subscription is active. We use the User's personal data to collect the expressed option, to mark it in the bank's records and to comply with it.

Messages in the category of Article 3.2. are exclusively messages of general and / or particular interest related to the business relationship with the bank of the company / companies that the User represents, and not commercial (direct marketing) messages. The user is not obliged to subscribe to receive such messages, having the possibility to use the services provided for in article 3.1. whether or not they subscribe for their receipt.

The user who decides to subscribe has the right to request at any time the unsubscribe from receiving these messages, without this unsubscribe affecting his right to continue receiving from the bank the information provided by article 3.1 of the Terms of Use. Once unsubscribed, the User will no longer receive such messages via BT's Raul chatbot until the time of any new subscription.

For the avoidance of any doubt, unsubscribing from receiving messages from Article 3.2 of this chatbot does not affect the right of the bank to transmit such messages to users or customers on other communication channels, such as, but not limited to, SMS, e-mail, post, to the extent that it has a purpose and a legal basis for such sending.

Also, although this service is dedicated exclusively to corporate clients of Banca Transilvania, and the information about this category of clients is not usually considered personal data, please keep in mind that the information necessary for authentication, as well as those provided by Raul from BT about the accounts / cards / transactions of entities such as P.F.A., I.I., individual forms of exercise of liberal professions (e.g. individual law firms, notaries, bailiffs' offices, etc.) have the regime of personal data and it is necessary that they be processed by the bank in order to provide the Raul service from BT.

As the Users of this service are BT customers, please note that this specific information note is supplemented by the provisions of the General Information Note on the processing and protection of personal data belonging to BT Clients, in which you can find details about the categories of recipients of personal data, the retention period, as well as the rights you enjoy in connection with the processing of your personal data, and how they can be exercised. The general information note is an integral part of the BT Privacy Policy, available on the www.bancatransilvania.ro website or upon request in any unit of the bank.

12. Communications

12.1. The modification/ completion of the clauses of the present conditions of use of the Chatbot Raul service from BT will be communicated to the User / Client and enforceable against him/ her, from the date of displaying the updated version thereof on the official website of the bank - www.bancatransilvania.ro.

13. Force majeure

13.1. Force majeure, as defined by law, exonerates from liability the party invoking it. Force majeure is any external event, unpredictable, absolutely invincible and inevitable. The party invoking force majeure must inform the other party of this in writing within 5 days from the date of the event.

14. Conflict and dispute resolution

14.1. These terms of use of BT's Chatbot Raul service are governed by the law of Romanian. Any dispute arising between the parties in connection with BT's Chatbot Raul service will be settled amicably between the User/ Client and the Bank. If this is not possible, the Bank or the Client may apply to the competent courts in Romania.

15. Final provisions

15.1. The terms of use of the Raul Chatbot from BT are completed with the General Business Conditions of Banca Transilvania.