TERMS AND CONDITIONS OF USE OF BT VISUAL HELP

1. BT VISUAL HELP and the acceptance of using the platform

These terms and conditions valid for the BT Visual Help platform (hereinafter referred to as the "Terms") constitute a legal contract concluded between Banca Transilvania S.A. (hereinafter referred to as "The Bank" or "BT"), a credit institution established in Romania, with its registered office in Cluj-Napoca, str. George Baritiu nr. 8, Cluj County, registered with the Trade Register under no. J12/4155/1993, unique code RO 5022670 you, as a user of the BT VISUAL HELP platform (hereinafter referred to as "the platform").

We recommend that you read these Terms in full before deciding whether to accept them, as well as the Information Note on the processing of personal data within BT VISUAL HELP.

If you do not agree with any of the provisions of the Terms or the Information Note on the processing of personal data within the platform, please do not access or use it.

If, at any time after accessing the platform, you decide that you no longer agree with these Terms or with the use within the platform of your personal data by the Banca Transilvania operator as mentioned in the Information Note on the processing of personal data within BT VISUAL HELP, you may no longer use the platform. In this case, you can request that the call be taken over by a Call Center agent.

These terms are completed with the General Business Conditions of BT applicable to Individuals and Legal Entities, a document available on the website of Banca Transilvania.

In order to become a "user" of the platform, respectively to have the possibility to view the available options and / or benefit from the services present within the BT Visual Help platform, it is necessary to be a natural or legal person client of Banca Transilvania, respectively to have at least one current account opened and a card issued by Banca Transilvania.

Banca Transilvania makes every effort against the improper use of this platform and its facilities. Banca Transilvania will monitor your use of the platform to ensure that it complies with these Terms and that the services are not used in an abusive way.

2. What is BT VISUAL HELP?

BT VISUAL HELP is a digital platform, accessible by phone call to the contact numbers of Banca Transilvania: directly: 0264308000 or at the 0264308028 (callable from any network, including internationally), or *8028 (callable from any national network, fixed or mobile), dedicated to BT clients, natural and legal persons, by using which the following actions can be performed:

• changing the daily transaction limits of the cards;
• temporary or permanent blocking of cards (including initiating card reissue requests, in the case of cards that they permanently block from the platform).
• view the menu of accounts and transactions
• view and download list OF IBANS
• request a statement of account
• get information about #bankingfromhome
• registration request to contest a transaction made with the card

Using this platform, the client, a mobile phone owner and with internet access, can perform these actions himself, without waiting for the call to be taken over by a Call Center agent.

3. How to access BT VISUAL HELP?

1. Calling the Bank's contact number

Call the bank's contact number mentioned in point 2 and choose to use BT Visual Help by pressing the key you will be informed about. When pressing the key, the call will be completed.

2. Receiving SMS to access the BT Visual Help platform

After the end of the call, you will receive on the phone number used an SMS containing a link to the BT Visual Help platform. The first step will consist in exposing and accepting the Terms and Conditions of Use and the Information Note on the processing of personal data. Please read these documents carefully. You will have to accept the Terms and express your options regarding your identification / authentication within the platform by ticking the dedicated boxes in order to follow the necessary steps in order to use the services offered within the platform.

3. Registration and identification of the user

In order to be able to use the BT Visual Help platform, it is necessary for the user to be identified as a client of the bank, natural person, account holder, respectively legal representative of the client, legal person holder of a BT account. if you want to use the platform for corporate clients.

• If based on the phone number from which the call is made and the CNP, Banca Transilvania will identify and authenticate the user in its system as an account holder, he will be able to perform the actions available within the platform.
• If based on the phone number from which the call is made, the CNP and the cui of the company, Banca Transilvania will identify and authenticate the user in its system as the legal representative of the company, he will be able to perform the actions available within the platform.
• If the user has not been identified in the bank's system based on the information used for identification purposes, he will be informed about this fact and will be given the opportunity to get in touch with a Call Center agent to perform the desired actions.

4. What can you do in BT VISUAL HELP?

Through the BT Visual Help platform, users will be able to set transaction limits on the cards issued by the bank, as well as temporarily block or permanently block the cards. In continuation of the action of permanently blocking the card, a user may request, from the BT Visual Help platform, its reissue, request based on which he will receive, in the chosen BT unit, a new card, which will replace the one permanently blocked.

A. Block the cards temporarily or permanently and request the reissue of the permanently blocked cards

The user is given the possibility to block any card issued on the accounts opened with BT in his name, as an account holder, natural person. In the case of legal entities, only the legal representative is the user who is given the possibility to block any card issued on the company's accounts opened at BT. Also, for the cards permanently blocked from the platform, the platform user can initiate the request for reissue of the card.

Temporary blocking of the card – will allow the user to temporarily block the card.

Temporary blocking means the action that changes the status of a card resulting in its temporary restriction. A temporarily blocked card can be unlocked in one of the following ways:

• directly, from the BT24 Internet/ Mobile Banking application;
• by calling the BT Call Center service or
• in any BT unit.

Permanently blocking the card – the user can permanently block the card.

Once the operation is confirmed, the user will no longer be able to use / unlock it, being necessary to request a new card at any time in the BT units or directly from the platform (only if the user chooses to request this, as a continuation of the card blocking action).

By permanent blocking is meant the action that changes the status of a card, resulting in its cancellation. The permanently blocked card can no longer be used or unlocked, being necessary to request a new card.

Reissue of the card – will allow the user to request a new card, which he will pick up from the chosen BT unit, which replaces the card permanently blocked through the platform. The fee related to the reissue is displayed to the user at the time of taking over the request, who has the option either to complete the reissue or to give up if he does not agree with the cost associated with the reissue (in which case he can access the list of cards or the main menu). 

The card reissue request is available in the BT Visual Help platform only if it is initiated by the user in continuation of the action of permanently blocking the card. Based on this request, the user will receive in the BT unit chosen a new card, which will replace the one permanently blocked.

If, after permanently blocking the card from the platform, the user does not choose to submit the request for card reissue (as a continuation of the blocking action), this request will not be available later in the platform, for that card (permanently blocked). In this case, the user can request a new card that replaces the permanently blocked card, by phone calling the Call Center service or in the BT units.

B. Change the daily transaction limits related to the cards

The user is offered the possibility to modify the daily transaction limits related to the cards issued on the accounts held at BT, as an individual account holder. In the case of legal entities, only the legal representative of the company is the user who is given the possibility to modify the daily transaction limits related to the cards issued on the company's accounts held at BT.

The modification of the trading limits can be done in the sense of increasing or decreasing the ceilings, for atm, POS, Internet transactions or the number of daily transactions.

Trading limits – the user will be able to set daily limits, in a maximum value set by the bank per card type, for a period defined by the user, but without exceeding 90 (ninety) days. The transaction limits that can be set through the BT Visual Help platform can be updated by adding or withdrawing options, the list presented is not exhaustive and is not limited to: number of transactions, cash withdrawal from ATM, card payments in stores, online payments with CVV, online payments without CVV.

Each card issued by Banca Transilvania has the following types of daily transaction limits, as follows:

1. Number of card transactions

Standard, cards dedicated to individuals are issued with a daily limit of 30 transactions, which includes the total number of transactions made with the card, regardless of their type (cash withdrawals, card payments in stores, online payments with and without CVV). Cards dedicated to legal entities are issued in a standard way without a maximum limit in terms of number of transactions.

2. Limit internet trading in a secure environment (with CVV)

As standard, the cards dedicated to individuals are issued with a daily limit of 5000 RON, respectively 1500 EUR and refer to the value of internet payments, within which the security code called CVV / CVC is checked.

As standard, cards dedicated to legal entities are issued with a daily limit of 5000 RON / 2000 USD / 1500 EUR and refer to the value of payments on the Internet, within which the security code called CVV / CVC is checked,

3. Internet trading limit in an unsecured environment (without CVV)

For security reasons, as standard, cards dedicated to individuals are issued with a daily limit of 0 (zero) RON / EUR and refer to the value of internet payments, within which the security code called CVV / CVC is not checked.

For security reasons, as standard, cards dedicated to individuals are issued with a daily limit of 0 (zero) RON / EUR and refer to the value of internet payments, within which the security code called CVV / CVC is not checked.

4. Card payment limit in stores

It refers to the value of the transactions made with the card at the merchants' POS.

5. Cash withdrawal limit from ATM / POS bank

It refers to the value of cash withdrawal transactions, made with the card at the ATM or at a POS by the bank.

C. View the menu of accounts and transactions

The user is given the opportunity to access a menu of accounts and transactions where he will view the following details about his own BT accounts:

• account details: Account name, currency, IBAN, balance, number of Star points for credit card accounts included in the Star BT loyalty program;
• history of the last 3 days of transactions on accounts - all amounts entered / out of the account will be displayed with: transaction date, details, reference, currency;
• viewing the transactions in installments for credit card accounts (merchant name, reference number, transaction date, monthly installment value, number of payment installments, currency, total transactions in installments);
• viewing the blocked amounts (total and detailed) from: card transactions in progress of settlement, overdue, garnishments, problematic receipts (amount, currency, details, date of blocking, expiry date of the blocked amount);
• viewing the amounts from payment transactions in installments with the credit card;
• viewing the current payment obligations (minimum turnover, maximum turnover, deposited amount, due date, number of delays.

D. View and download the list of your IBANs

The user is given the option to view and download to his phone a pdf document containing the list of his IBOs.

E. Receive the statement of account on the e-mail address declared in the relationship with the bank

The user is given the option to request and receive on the email address declared in relation to the bank statement of account, both for the current account(s) and for the credit card account(s).

F. Get useful information for #bankingdeacasa:

The user is offered the possibility of:

• directing to the online platform for updating the contact details in the relationship with Banca Transilvania, both for the individual user and for the legal person user;
• targeting the Internet & Mobile banking platform, NEO BT;
• directing to the section of the bank's website with the benefits of the BT Pay application - for the individual user;
• directing both to the section of the bank's website with the latest news related to SME grants, as well as to the online application section for credit: for the legal person user;
• directing to the online application section for credit for the individual user.

G. Request dispute a card transaction

The user is given the opportunity to register his/her request to dispute a card transaction for one of the reasons below:

At the ATM:

a) the atm has not released the requested amount

b) the atm has partially released the requested amount

 

when paying by card in stores and online / POS and Ecommerce:

a) The payment has been doubled

b) The amount was debited, but the payment was not made successfully

c) The payment was made in another way

d) Unblocked warranty

The user is informed about the maximum term of solving a request for appeal (maximum 50 days) and that, for the communications subsequent to the registration of the request and its resolution, only the contact details registered in relation to the bank (phone and/or email declared in the relationship with the bank) will be used. At the same time, the user is aware of the fee collection, in case of unfavorable settlement of a refusal to pay: 9 RON / contested transaction or the equivalent of EUR / USD for cards in foreign currency, as stated in the brochure of fees and commissions.

5. Statements and warranties

By accepting these terms, you represent and warrant the following:

• you are obliged to notify BT immediately, without undue delay, when you notice the lack, theft, illegal appropriation or unauthorized use of your connection data (CNP and mobile phone number declared in the records of Transilvania Bank for individuals, respectively cnp legal representative of the company, mobile phone number of the legal representative declared in the records of Transilvania Bank, CUI company for legal entities);
• you agree to notify BT immediately, without undue delay, in the same way of any other security breach in connection with the platform, of which you are aware;
• that you have the right, authority and full exercise capacity to access and use the platform;
• that you are the holder of the bank account / card in the case of individuals, respectively the legal representative of the company for the legal entities for which you access the platform;
• that you are solely responsible for maintaining the confidentiality and keeping safe the data entered in the BT Visual Help platform. Moreover, you are responsible for the activities of any kind that take place in the platform, on your cards;
• you undertake to notify us immediately of any unauthorized use of your data or of any breach of security that you become aware of or that you should reasonably suspect. However, regardless of this notice, we will not be liable for losses that you may incur as a result of the unauthorized use of your data (regardless of whether such use occurs with or without your knowledge);
• that you will not falsify or provide erroneous information about your identity or intentions in relation to anything related to the platform;
• that you will not transmit, distribute or provide any information or material that is wholly or partly illegal, false, fraudulent or inappropriate, offensive or that violates public order and morality;
• that you will ensure and maintain the physical and logical security of the phone, according to the manufacturer's recommendations and best practices;
• that you will not violate any right provided by law, property rights, intangible rights, the right of confidentiality or the personal data of others;
• that you will not use the content of the platform to resell, distribute or use the services offered;
• by ticking the appropriate boxes, you confirm that you have read these Terms, that you agree with them and respectively with the processing of personal data mentioned in the Information Note on the processing of personal data within BT Visual Help, in order to use the platform;
• by using the platform you will not violate any law or regulation of the country in which you reside, you being solely responsible for compliance with all applicable local laws and regulations;
• you have been informed that BT may suspend the use of Login Data in cases where it suspects the compromise of their security or the existence of unauthorized or fraudulent use.

6. Termination or modification of BT VISUAL HELP

The termination of the user's use of the platform may intervene in the following situations:

• at the user's initiative, if he refuses to access / gives up accessing the platform and requests the takeover of the call initiated to the Call Center, by an agent;
• at the bank's initiative, if it is found that the user does not comply with the rules of an adequate conduct that may cause harm of any kind to the bank, as well as these Terms;
• terminates the business relationship between the client and the Bank. 

Also, the bank may suspend or modify the use of the platform immediately, for any reason, including when it requires repair or maintenance works. The bank can add new functions within the platform and, at the same time, it does not have the obligation to offer any specific function / option through the platform.

The bank may withdraw the platform, but in this case it will give users a notice of at least 30 days, unless the withdrawal of the platform is imposed on us with immediate effect by a legal provision or by the authorities.

It is possible to modify these Terms and / or the Information Note on the processing of personal data within BT Visual Help, following that their updated version will be published on the bank's website. About any changes, users will be notified when calling BT Visual Help. If the changes made do not meet your requirements, please stop using the platform. If, after the launch of the platform, additional options made available will be implemented, these options will be subject to the same rules and conditions contained in these clauses, if they will not benefit from conditions distinct from these.

7. Intellectual Property

The user expressly declares that he is aware of the fact that all the graphic creation, the content of the platform and the audio-video materials accessed are the property of the Bank. Except for information, graphic elements belonging to other entities, which are the property of partners.

The user accepts that any software used in connection with the services offered through the platform contains confidential and proprietary information, being protected by the laws regarding the intellectual, industrial property right and other applicable laws.

The user undertakes not to reproduce, copy, sell or exploit the services, information and / or audio-video materials to which he has access as a result of using this platform, in part or in full.

The user is forbidden to modify, copy, rent, transfer, borrow, sell, distribute or create derivative materials based on the services or programs used within the platform.

8. What we are not responsible for

We provide BT VISUAL HELP only for your personal use or, as the case may be, of the legal entity you represent. You agree that the platform will not be delivered without errors or continuously, that some imperfections will not be corrected at the time of their occurrence.

The user of the platform is solely responsible for the use of the platform, even if it is used by third parties, regardless of the reason that generated their use of the platform. Banca Transilvania cannot be held responsible for the effects generated by the use of the platform by the user or third parties, by the costs generated by the use of the platform or by the access of third parties to certain personal and / or confidential information or personal data through the platform. In order to limit some potential damages brought by the use of the platform by third parties, Banca Transilvania recommends you not to disclose your personal data to other persons.

Banca Transilvania cannot control the operating system of the phone used by you. Thus, Banca Transilvania is not responsible for any damages caused to the mobile phone, including but not limited to any security breach caused by viruses, errors, scams, falsification, omission, interruption, malfunction, delay in operations or transmissions, computer lines or network failure or any other technical failure produced as a result of using the platform.

Thus, we will not be liable for any loss or damage that we or you were unable to foresee within reasonable limits at the time you started using BT VISUAL HELP or that is not under our control.

We will also not be responsible for:

• any loss or damage (moral or proprietary) due to non-compliance with these Terms;
• any loss or damage that you could have avoided by being careful or taking reasonable measures; or any loss or corruption of your content or other data, if that loss or corruption is not caused by us or is not under our control within the limits of reasonableness. We also take into account that Banca Transilvania is not liable to you and / or to third parties for any direct or indirect damages including, but not limited to, loss of profit, unrealized gains and / or non-frustration of business opportunities or any other similar losses suffered by you as a result of the lack of use of the platform or the improper quality of the platform.

9. Applicable law

The terms and conditions of use of the BT VISUAL HELP platform, as provided in this document, are governed and interpreted in accordance with the Romanian law.

In case of a conflict /misunderstanding related to the use of the platform, we will try to solve the respective conflict amicably, the negotiations in this regard being governed by good faith.

All disputes will be resolved in the competent courts of Cluj-Napoca, except for the cases in which the legislation in force specifies another exclusive jurisdiction.

10. Assistance

If you have any problem with the operation of the BT Visual Help platform, you can contact us at the email address contact@bancatransilvania.ro or at the phone numbers:

*8028 Callable from any national network, fixed or mobile

0264 30 8028 Callable from any network, including international

11. Force Majeure and the fortuitous case

Banca Transilvania is not liable to the user for the non-fulfillment of any obligation in case of force majeure / fortuitous case and generally in the case of an event that is beyond its control, as well as for the operation and connection of other national or foreign networks and for their activities and actions in general.

The case of force majeure/fortuitous case may be, for example, but not limiting: state of war (whether declared or not), armed conflict, revolution, insurrection, military or terrorist actions or threats, sabotage, civil disturbances, strikes or other actions in the labor field, laws, regulations, decisions or directives, 7 natural disasters, earthquake, fire, explosion, solar or meteorological disorders, public emergencies or any other happening that is beyond its control.