Consumer Education and Awareness

By opening an Account with us, you are entering into an agreement with us, Al Maryah Community Bank LLC. This agreement sets out the terms that govern your personal banking relationship with us.

These Terms shall apply throughout your banking relationship with us. Where you choose to obtain additional products and services from us, we will provide you with additional terms that will apply to those specific products and services. In the event of conflict or inconsistency between terms, these Terms shall take precedence unless otherwise specified.

It is important that you understand these Terms. You should therefore read these Terms carefully and contact us if you need help in understanding anything or you need us to provide you with information in a different format. We have also included a Glossary section to help you understand specific words we use in these Terms.

If you fail to comply with any of these Terms, we have the right to disable your Account and block your access to our services.

Our registered office is 454 Shakhbout Bin Sultan Street, CN-4028026. We are licensed by the Central Bank of the UAE as a Specialized Bank pursuant to the Specialized Banks with Low-Risk Regulation (Circular No. 13/2021).

As a Specialized Bank, we are licensed to carry on banking services in or from the UAE.

You can contact us using any of the methods set out below:

• by email to [email protected];
• by telephone on 600571111; and/or
• by post to Al Maryah Community Bank LLC, P. O. Box 111485, Abu Dhabi.

You can also find us online at www.mbank.ae

We will contact you using the contact details you provide to us. This may include contacting you by post, email, SMS or telephone. It is really important that you ensure that your contact details are correct and up to date. If your contact details change, you must let us know immediately. If you do not, we will not be responsible if you do not receive information, notices or other important information from us.

Please note that we may record and monitor telephone calls with you to help improve our services, or for security reasons.

These Terms are available in English and Arabic. We will always try to communicate with you in both English and Arabic, however, there may be times when it is not possible to communicate with you in Arabic. In these circumstances, we will send our communications in English only.

Gold is our standard membership segment and all of our Accounts will automatically belong to this segment. We may, at our absolute discretion, make additional membership segments (Platinum and Diamond) available for certain Accounts.

If we make Platinum and Diamond membership segments available for your Account, these will only be available to you if you either:

• meet the criteria for the applicable membership segment set out in clause 38 (Platinum segment) or clause 39 (Diamond segment); or
• choose or accept to pay a monthly fee for membership of the relevant segment.

If we make additional membership segments available for your Account, we will (i) notify you that these segments are available, and (ii) inform you whether you meet the criteria for these segments or will need to pay a monthly fee in order to access them. Your membership segment will determine the features and benefits provided to you in connection with your Account. Information on the features and benefits available for each available membership segment can be found on our website.

If additional membership segments are available for your Account, but you do not meet the eligibility criteria for those segments, you can choose to upgrade your membership segment by either accepting to fulfil the applicable criteria for the membership segment or by accepting to pay a monthly fee. Further information on upgrading is available on our Online Banking and Mobile Banking platforms.

We have the right to downgrade your membership segment if you fail to meet the eligibility criteria set out in clause 38 (Platinum segment) or clause 39 (Diamond segment). You will be responsible for any charges associated with the membership segment downgrade, as determined by us, including but not limited to the charge for a new debit card. Decisions as to whether to downgrade your membership segment are made at our absolute discretion.

We have the right to change the eligibility criteria or benefits associated with any membership segment at any time and at our absolute discretion. Where possible, we will give you at least sixty (60) calendar days’ notice in advance of the change. However, we may occasionally need to make changes without telling you in advance. This may include where:

• we are making the change as a result of legal and/or regulatory changes;
• the changes being made are in your interest; and/or
• there is no other valid reason which means there is no time to give you notice.

Where we are unable to give you advance notice, we will let you know of the change as soon as possible after it is made.

From time to time we may introduce to you third parties who can provide you with additional financial products and services. We may also introduce to you third parties who can provide you with insurance products and services. You agree to us sharing your information with such third parties for these purposes.

In this regard, you acknowledge and agree that:

• we do not offer any investment advice and we make no representation as to the merits of receiving any financial services or investing in any financial product and you are solely responsible for obtaining independent advice relating to any investment;
• any investments made into financial products do not constitute a deposit held by us;
• you are aware that investment in financial products carries certain risks, including but not limited to:
• investments in some financial products could result in you losing the value of your initial investment;
• the value of your financial investment may rise or fall and past performance of financial products is no guarantee of future performance; and
• your financial investment may not be income-generating or such income may fluctuate in value;
• we do not offer any insurance advice and you are solely responsible for obtaining independent advice relating to any insurance policy;
• we do not manage or underwrite any insurance policies; and
• should we offer a specific insurance policy, such policy is underwritten by a third party insurance provider.

Any additional financial or insurance products and services provided by third parties may be governed by specific terms and conditions separate from these Terms.

We may earn commission or receive remuneration when making such introductions and you acknowledge and agree that we shall not be accountable to you for any commission earned or remuneration received.

These Terms govern our personal banking relationship with you. A personal account is an account used to make or receive personal account payments. You are not permitted to use your Account for business purposes.

If we suspect that you may be using your Account for business purposes, we will be entitled to close your Account in accordance with clause 22.3 (Our right to close your Account) of these Terms.

These Terms shall apply throughout your banking relationship with us. Where you choose to obtain additional products and services from us, we will provide you with additional terms that will apply to those specific products and services. This may include if you wish to apply for any credit facility from us.

For example, if you wish to have a credit card linked to your Account, then you will be required to apply to us and enter into separate Credit Card Agreement Terms which will govern the use of the credit card. Please note that we only lend responsibly and will therefore only provide you with a credit card if we think you can afford it. We will therefore need to assess your financial situation before approving a credit card request.

We are a digital bank and therefore we will provide you with banking services primarily via our Online Banking and Mobile Banking platforms. The provision of these services will be governed by the provisions set out in the Product and Feature Specific Terms and Conditions at Part 2 of these Terms. You must read those provisions and ensure you understand them before using our Online Banking or Mobile Banking platform.

We offer a number of different personal bank accounts. This includes the following account types:

• Current Account;
• Saving Account;
• Smart Account;
• Joint Account;
• Group Account; and
• Minor Account.

The features and specifications available for each Account type will differ. You should refer to the relevant clause in the Product and Feature Specific Terms and Conditions at Part 2 of these Terms to understand the features and specifications which apply to your specific Account type.

You are free to apply to open a number of different Account types with us. You may only open one of any particular Account type with us, unless we agree otherwise. Any additional Accounts of the same type will be made available in our sole discretion. Any application will be subject to you providing us with the required information and meeting the relevant eligibility criteria for the additional Account type. Any additional Account will also be subject to these Terms.

We may change your Account type if we think another Account would be more appropriate for you. We will only do this where:

• you no longer meet the eligibility criteria for an Account type; or
• we are withdrawing a type of Account.

We will give you sixty (60) calendar days’ notice before changing your Account type. If you do not want us to make the change, you will be able to close your Account with us.

It may also be possible for you to request a change to your Account type, provided you meet the applicable eligibility criteria for the new Account. Changes to your Account type are made at our absolute discretion. If you would like to discuss changing your Account type, you should contact us using the details set out in clause 2.1 (How to contact us).

It is important that you keep your Account secure in order to prevent your account from being used fraudulently. This means you should ensure that you keep your security details and payment tools safe and secure. This includes ensuring that:

• physical instruments, such as cards and chequebooks, are kept securely and that they are securely destroyed once they are expired or no longer required;
• information and access to any digital versions of cards or digital wallets are kept secure and cannot be accessed by anyone other than you;
• no one else has access to important information, such as passwords, one-time passwords (commonly referred to as OTPs), PINs, security codes and any personal data, as well as any biometric data (such as fingerprints or voice ID); and
• any confidential information that we send to you, such as security details, OTPs or PINs are safely and securely destroyed.

If we call you, we will need to check that we are dealing with you, however, we will never ask for your full security details.

These Terms govern the relationship between us and you, as Account holder(s). As a result, the only Account holder(s) can use your Account and give us instructions. If you have a Joint Account, each Joint Account Holder can use the Account in accordance with the conditions that apply to your Joint Account (see clause 32.2 (Account features and benefits) of these Terms).

In certain circumstances, you may authorise another person to operate your Account for you. If you want to authorise another person to operate your Account, you will need to sign a power of attorney in a form acceptable to the UAE courts. Following the signing of an acceptable form of power of attorney, we will deal with that person as if they were you for the purposes of your Account.

If we suspect there has been fraudulent misuse of your Account, our fraud prevention procedures may lead to your payment being delayed or not sent at all. We may need to contact you for the purposes of fraud prevention in order to establish whether you have initiated a specific payment instruction or request some additional security information from you. If we are unable to contact you we will act on the basis that you have not authorised the queried payment requests and will not make these payments. We will not be liable for any losses in the event of a delay or if the payment is not processed for this reason.

You must report to us any unusual transactions on your Account as soon as you notice them and we may need to carry out an investigation. Equally, if we believe there is any suspicious or unusual activity happening on your Account, we may also need to carry out an investigation. As part of this investigation, we may require you to provide additional information and documentation. It is important that you provide us with this information and documentation as soon as possible, otherwise this may lead to delayed or cancelled payments or even us restricting or closing your Account.

If you believe that someone has used (or tried to use) your Account for fraudulent purposes you should contact us immediately using the details set out in clause 2.1 (How to contact us) above. You must also contact us immediately if any of your physical devices (such as cards, chequebooks or security tokens) have been lost or stolen or someone has obtained access to your security details (such as PINs or passwords).

We will not be liable for any losses incurred prior to you telling us any of your physical devices, security details or Accounts have been lost, stolen or accessed by a third party. You acknowledge that we may report any suspicious or illegal activities or transactions to law enforcement or supervisory authorities in the UAE or elsewhere.

You will always be able to access information about transactions on your Account and your Account balance. This can be done through Online Banking, Mobile Banking and Telephone Banking. You will also be able to check certain Account information through a self-service terminal, including Mbank ATMs and certain third-party ATMs which are connected to UAE Switch, GCC Net and Plus or Visa Net payment systems.

We will send you notifications of transactions on your Account as they occur through our Online Banking and Mobile Banking platforms and by free SMS to your mobile telephone. You may also choose to receive these notifications to the email address you provide to us.

We will provide you with an Account statement each month showing key information related to your Account, including information on all transactions that have occurred on your Account in that month. The Account statement will be sent to you by post or by electronic means and is provided to you free of charge.

You must review your Account statements carefully and let us know within thirty (30) calendar days of the statement date if you see any entries or transactions that you do not recognise or you think are incorrect.

You must also retain Account statements and other correspondence received from us securely for future reference.

We are required under law to know who our customers are and we will ask you to provide ‘know your customer’ or ‘KYC’ information and documents for this purpose, both when you open your Account and throughout your relationship with us.

You agree to provide us with all information and documents that we request for the purposes of complying with our KYC obligations. You also agree to inform us of any changes in KYC information or documents provided to us when you opened your Account or subsequently and to provide any updated information or documents that we may request.

This information may include, amongst other things, information on your identity, your place of domicile, residence, citizenship and your source of wealth. We will also request certain documents, including for example, your passport, your Emirates ID or other identification documents. Companies will be required to provide at a minimum their constitutional documents, as well as details of their shareholding, beneficial ownership and authorised signatories.

You acknowledge that if you do not provide the information requested in a timely manner, or if you do not provide or withdraw any consents that we may need to process, transfer or disclose your information for the purposes of enabling us to meet our obligations, or if we have suspicions of financial crime or an associated risk, we may be unable to provide, or continue to provide, your Account and reserve the right to end our relationship with you and we may transfer or close your Account where permitted under the law.

We are subject to information gathering and reporting requirements designed to combat tax evasion and protect the integrity of tax systems. These requirements require us to collect and report certain information relating to our customers’ tax statuses.

You agree to provide us with all information and documents that we request for the purposes of complying with our tax obligations, including tax information or self-certifications. This information may include amongst other things, information on your Account, transaction information, place of domicile, residence, citizenship or incorporation and any further information, documents or certifications about your identity, tax residence, nationality or the source of any funds deposited with us that we may request from time to time.

If you do not provide the information requested in a timely manner then we may make our own judgement with respect to your status, including whether you are reportable to any UAE or foreign tax or revenue authority. Such action may mean we or other persons are required to withhold amounts from your Account as may be legally required by any UAE or foreign tax or revenue authority and pay such amounts to that authority.

You acknowledge that if you do not provide the information requested in a timely manner, or if you do not provide or withdraw any consents that we may need to process, transfer or disclose your information for the purposes of enabling us to meet our obligations, or if we have suspicions of financial crime or an associated risk, we may be unable to provide, or continue to provide, your Account and reserve the right to end our relationship with you and we may transfer or close your Account where permitted under the law.

We are required under law to both request information from, and provide information to, Al Etihad Credit Bureau when opening your Account and regarding any services provided to you.

You agree and consent to us obtaining information, on an ongoing basis, from Al Etihad Credit Bureau, any other authorised credit reference agency or credit bureau or from other public sources. We will use this information to verify your identity, to assess your eligibility for an Account, to collect any amounts due and outstanding from you and to maintain our overall relationship with you (including marketing or promoting financial services or related products and market research).

You also agree and consent to us providing information to Al Etihad Credit Bureau or any other authorised credit reference agency or credit bureau.

We will use all of your information as we explain in our privacy notice, which can be found here: https://www.mbank.ae/ipo/privacy-policy/. This privacy notice explains:

• what information we collect from you;
• what we do with this information (including how we use it for marketing purposes);
• with whom we share your information; and
• for how long we keep your information.

We will not transfer your information outside of the UAE.

We will not provide you with tax advice. You are solely responsible for understanding and complying with your tax obligations arising as a result of our services both in the UAE and overseas. You should be aware that some countries operate tax regimes that have an extra territorial effect, meaning they could apply to you regardless of your place of domicile, residence, citizenship or incorporation. We do not have a responsibility in respect of your tax obligations anywhere in the world as a result of opening and operating your Account. We advise you to obtain, where appropriate, independent legal, regulatory, tax and accounting advice.

You represent and warrant that you are not relying on any representation, statement or other information provided by us as legal, regulatory, tax or accounting advice and that prior to making use of your Account you have obtained appropriate independent legal, regulatory, tax and accounting advice.

A deposit may be paid into your Account in a number of ways, including:

• transferring funds from another account held by you, with us or any other bank or financial institution;
• transferring funds from another account held by a third party, with us or any other bank or financial institution;
• depositing cash, cheques or other instruments through a self-service terminal; or
• any other way indicated on our Website from time to time.

We may in our absolute discretion refuse to credit your Account with any amount deposited by a third party. The time it takes a payment to reach your Account depends on the type of payment made and the time of day the payment was made.

If you pay cash into your Account using a self-service terminal, it will appear in your Account only after we verify and accept the deposit. Our records of the amount deposited as verified and cleared by us are the conclusive record of the amount of the deposit.

A withdrawal may be made out of cleared funds credited to your Account in a number of ways:

• in cash, in AED;
• funds transfer;
• against cheques written in the prescribed form;
• standing instructions;
• direct debits; or
• any other payment types indicated on our Website from time to time.

We may act on any payment instruction in any format and sent or received via any channel acceptable to us and you acknowledge and agree that we will debit your Account if we reasonably believe the payment instruction to be given by you. You further acknowledge and agree that we have no obligation to verify the authenticity or validity of any payment instructions but if we are in doubt as to the authenticity or validity of any payment instruction, we may delay or refuse to carry out the payment instruction until such instruction has been confirmed by you. Where a payment instruction is subject to customer authentication measures, we will consider the payment instruction to have been made by you.

You must ensure that your Account has sufficient cleared funds before effecting any withdrawal otherwise we will reject the payment instruction.

All payment instructions received by us are subject to cut-off times and daily limits as indicated on our Website from time to time. Payments may not be made instantly, and certain payment methods may attract higher fees and charges than other payment methods. Information on the fees and charges that apply to different payment methods are set out in our Schedule of Fees as published on our Website.

You are responsible for the accuracy of the payment instructions you provide. Neither we nor any third parties that we use in order to process your payments will be responsible to you for any loss, delay, error or omission arising out of any mode of communication or operational systems that are used for effecting any of your payments or transfers, where we are not at fault.

A funds transfer is a transfer made based on:

• payment instruction to transfer funds out of your Account to another account held by you, with us or any other bank or financial institution; or
• payment instruction to pay or transfer funds out of your Account to another account held by a third party, with us or any other bank or financial institution.

In the UAE, banks only use the IBAN when they process funds transfers. We will only process a funds transfer within the UAE using the IBAN.

A funds transfer may be rejected by a payee bank for a number of reasons and in such circumstances the funds transfer will be reversed. You will be responsible for any costs, losses, correspondent banking and other routing changes, administrative charges and other costs, charges or losses in relation to any rejected funds transfer.

You are responsible for the accuracy of the payment instructions you provide. Neither we nor any third parties that we use in order to process your payments will be responsible to you for any loss, delay, error or omission arising out of any mode of communication or operational systems that are used for effecting any of your payments or transfers, where we are not at fault.

A standing instruction is a payment instruction to make a regular payment. You must communicate any set-up, deferment, amendment or cancellation of a standing instruction to us in writing and submit that information sufficiently in advance of the due date. Any deferment, amendment or cancellation instructions received too close to the due date may not be processed in advance of the standing instruction being processed. In such case, we will give effect to the amendment or cancellation prior to the next standing instruction due date.

You must ensure that there are sufficient cleared funds credited to your Account to enable us to meet your standing instruction on your Account on the due date otherwise we will reject the payment instruction. If there are insufficient cleared funds credited to your Account on more than one occasion, we may exercise our discretion to cancel the standing instruction authority without providing notice. You will be responsible for ensuring that your future payment commitments are met via other means.

A direct debit means an AED payment to another bank using the UAE Direct Debit Scheme. You can set up a direct debit by signing a separate mandate form. Direct debits are subject to the additional terms set out on the mandate form.

You acknowledge that once you have submitted a payment instruction, we may not, in certain circumstances, be able to process a request for the cancellation, reversal, stop payment or amendment of that payment instruction. For example, if you have asked us to make a payment immediately then it is unlikely that we will be able to cancel or amend the payments.

However, if we receive your request to cancel, reverse, stop payment or amend a previous instruction in reasonable time and in compliance with law and these Terms, we shall use reasonable endeavours to give effect to such request. This is most likely when you have asked us to make a payment in the future, but in some circumstances it may be too late to cancel or amend where we have already processed the payment.

If a payment is made into your Account as a result of fraud or a mistake, we may place a hold on the monies whilst we investigate. Where our investigation confirms that the payment was made as a result of fraud or mistake, you authorise us to debit your Account, including in circumstances where this leads to your Account going overdrawn, and then notify you of the action we have taken.

If a payment is made out of your Account as a result of a mistake, we may not be able to recover that payment. Where we are able to recover the payment, you authorise us to credit your Account to the value of the recovered payment and then notify you of the action we have taken.

Where we have made an error or omission that has resulted in your Account being credited or debited incorrectly, we will notify you within ten (10) Business Days of identifying the error or omission to let you know what has happened and the corrective action we will take.

Debit cards are automatically issued for all Accounts. Please refer to the Product and Feature Specific Terms and Conditions at Part 2 of these Terms for further information on the features of each specific Account type.

We may apply fees and charges to your use of a debit card from time to time. Information on the fees and charges that apply to the use of your debit card are set out in our Schedule of Fees as published on our Website. You authorise us to debit any applicable fees and charges from your Account.

We issue debit cards for the purposes of purchasing goods and services, whether through a retailer, the internet, by telephone or any other means with or without the physical presence of the debit card and to effect withdrawals, transfer or direct debits through certain ATMs.

Upon receipt of your debit card you must immediately follow any instruction that we provide regarding the activation and use of your card. If you do not follow these instructions, we may cancel the debit card.

We may impose certain limitations on debit card transactions as notified on our Website from time to time, including:

• a daily limit on the number of debit card transactions; and
• a limit on the value of debit card transactions, either individually or in aggregate per day.

You may only use your debit card for transactions which are legally acceptable in the UAE. We may reject any debit card transaction where we reasonably believe this not to be the case.

In order to effect a debit card transaction you may be required to do any of the following:

• enter your PIN or other OTP or authentication measure when prompted;
• physically sign;
• use a contactless technology feature or similar; or
• take any additional actions that we require from time to time.

You can use your debit card at Mbank ATMs which are connected to UAE Switch, GCC Net and Plus or Visa Net payment systems.

We may apply fees and charges for use of a Mbank ATM and information on the fees and charges that apply to the use of Mbank ATMs are set out in our Schedule of Fees, as published on our Website. Third party ATM providers may also apply fees and charges for use of an ATM. You are responsible for paying any fees and charges that the ATM provider may apply. If an ATM permits you to withdraw foreign currency, we will not be responsible for the exchange rate that is applied. In addition to any fees and charges applied by ATM providers, we may also apply certain fees and charges when you use certain ATMs.

If the event of a dispute between you and a merchant in relation to any debit card transaction, your obligations to us will not be in any way affected by such dispute or by any claim or other rights you may have against the merchant.

Your debit card has an expiry date. You will only be permitted to make a debit card transaction using a valid debit card. We will issue you with a new debit card shortly before the expiration of your existing debit card. We will issue the new debit card without a fee or charge.

Where your debit card is lost, stolen or damaged, you may request a replacement debit card. We may charge a fee for a replacement debit card in these circumstances. Please refer to our Schedule of Fees as set out on our Website.

We reserve the right to cancel your debit card at any time or to cancel your PIN, OTP or other security measures with respect to your debit card.

Your debit card is and remains our property and you must surrender your debit card to us immediately upon request. If your debit card is replaced, cancelled or expired, or your Account is closed for any reason, you are required to immediately return your debit card to us or otherwise destroy it.

You remain liable for any Liability incurred in respect of your debit card prior to the date on which the debit card is replaced, renewed, cancelled or expired.

You may be able to obtain a chequebook if you hold a Current Account or Joint Account with us. All other Account types are not eligible to receive a chequebook.

The provision of chequebooks is made in our absolute discretion. Please refer to the Product and Feature Specific Terms and Conditions at Part 2 of these Terms for further information on the features of each specific Account type. The number of cheques contained in any chequebook will be limited to ten (10).

You should ensure that you have sufficient funds in your Account before writing a cheque. If you write a cheque and you do not have sufficient funds in your Account when that cheque is presented for payment, you could face civil and/or criminal liability and even a prison sentence under UAE law.

You could also face court action against you to recover monies you owe and your ability to leave the UAE could be restricted. We may also close your Account in accordance with clause 22.3 (Our right to close your Account) of these Terms.

If you pay a cheque into your Account, it will usually take up to two (2) Business Days before the funds appear in your Account. However, this may take longer if we think there are credit or fraud prevention reasons why we cannot credit your Account within the usual timeframe.

Post-dated cheques will be submitted for processing on or shortly after the date appearing on the cheque.

You could also face court action against you to recover monies you owe and your ability to leave the UAE could be restricted. We may also close your Account in accordance with clause 22.3 (Our right to close your Account) of these Terms.

Subject to our agreement, you may be able to submit a Mobile Cheque Deposit via our Mobile Banking App. Please refer to clause 36 (Mobile Cheque Deposit Service) for more information on the features and eligibility criteria of the Mobile Cheque Deposit Service.

You must report to us any unauthorised transactions on your Account as soon as you notice them and we may need to carry out an investigation. As part of this investigation, we may require you to provide additional information and documentation. It is important that you provide us with this information and documentation as soon as possible, otherwise, this may lead to delayed or cancelled payments or even us restricting or closing your Account.

Depending on the outcome of our investigation, we may either reject your dispute or accept it. If we accept your dispute, we will credit your Account with the value of the disputed transaction. Where you report a transaction as unauthorised and our investigation determines that the transaction was authorised, we may impose an administrative fee for the purposes of covering the costs of our investigation.

We may at any time and in our sole discretion freeze, block or put a hold on your Account, including suspending the use of electronic or virtual banking facilities, blocking payment transactions (including those initiated by a debit card or through the presentation of a cheque) into and out of your Account or putting a hold on your Account. We will do this if we think it is necessary because:

• we have been instructed to do so by the Central Bank of the UAE;
• we need to recover funds you owe to us (in respect of credit facilities or unpaid fees);
• we have evidence that you have acted dishonestly or fraudulently or that you have been convicted of a crime;
• we suspect your Account is or has been used for any unlawful purpose, including where we suspect that a money laundering, fraud or other financial crime has been committed using your Account, or we have concerns about the security of your Account; or
• we receive notice or other evidence of the death of an individual customer, including a Joint Account holder, your nominee, or in the case of a Minor Account the father or legal guardian.

We will usually give you advance notice before we freeze, block or put a hold on your Account and provide you with information on the reasons why we have taken that decision. However, we may not provide you with advance notice or an explanation of our reasons where to do so would cause us to be in breach of any law or regulation or otherwise compromise our reasonable security measures. We will also notify you within twenty-four (24) hours of freezing, blocking or putting a hold on your Account to let you know the action we have taken, any action we expect you to take and how to contact us. We will not notify you in circumstances where to do so would cause us to be in breach of any applicable law or we reasonably suspect your Account is being used for the purposes of financial crime.

We may still receive deposits into your Account even where we freeze, block or put a hold on your Account.

We will not:

• while your Account is blocked, frozen or has a hold on it, charge any fees to your Account that would result in your Account being overdrawn. We will collect any outstanding fees from you once the block, freeze or hold on your Account has been withdrawn;
• block an amount of funds greater than the outstanding amount you owe us at the time of the blockage; or
• block funds used for repayment of any mortgage.

You agree that we will not be responsible for, and you will indemnify and hold us harmless for any Liability arising as a result of a decision to freeze, block or put a hold on your Account.

We may, at our absolute discretion, offer arranged overdrafts to customers who hold a Current Account or Joint Account with us. All other Account types are not eligible to apply for an overdraft. Please refer to the Product and Feature Specific Terms and Conditions at Part 2 of these Terms for further information on the features of each specific Account type.

We may also provide you with separate additional terms in relation to any arranged overdraft.

If you wish to arrange for an overdraft facility to be available on your Account, you must apply to us by contacting us using the details set out in clause 2.1 (How to contact us). If your application is approved, we will provide you with an overdraft which will allow you to borrow up to an agreed limit. We will confirm the details of any arranged overdraft to you separately. Information on the interest rate, fees and charges that apply to an arranged overdraft are set out in our Schedule of Fees as published on our Website.

Where you have an arranged overdraft on your Account, you must not exceed the agreed overdraft limit on your Account. It is therefore important to ensure that there are sufficient funds in your Account at all times to cover any payments which you make.

We only lend responsibly and will therefore only provide you with an overdraft if we think you can afford it. We will therefore need to assess your financial situation before approving an overdraft request.

Overdrafts should be for short-term borrowing only. You will pay interest on your arranged overdraft at the rate set out in our Schedule of Fees. You will pay this interest monthly on the amount by which your Account is overdrawn. Missing repayments can have serious consequences, including the application of additional fees and charges, a negative entry appearing on your credit file and possible legal action. It can also make obtaining credit in the future more difficult.

If you have an arranged overdraft, we have the right to end it at any time and ask you to pay back the outstanding balance. We will usually give you thirty (30) calendar days’ notice in advance before we do so. However, we can also cancel your overdraft immediately without telling you in advance. We may do this where:

• we have closed, or given you notice that we will close, your Account which the overdraft relates to;
• you have become (or are likely to become) bankrupt; or
• you have persistently breached any of these Terms, including any term requiring you to make payment to us.

If you have an arranged overdraft, you may request a written confirmation of the details of any outstanding amount you owe to us at any time. We will provide you with a ‘letter of liability’ or a ‘letter of no liability’, as applicable, stating the details and amount you owe to us within seven (7) Business Days of your request.

If you have a Joint Account, both Joint Account Holders must apply for the overdraft. As Joint Account Holders, you will both be jointly and severally responsible for repaying any overdraft on your Joint Account. This means that we can demand repayment of the overdraft from all or any of the Joint Account Holders.

An unarranged overdraft is where a debit transaction results in your Account becoming overdrawn in circumstances where you do not have an arranged overdraft in place, or where it would result in the limit of an arranged overdraft being exceeded.

We will not ordinarily allow you to become overdrawn on your Account unless you have an arranged overdraft in place. However, an unarranged overdraft may arise in exceptional circumstances, including where we:

• are entitled to apply fees or charges to your Account and you do not have sufficient funds in your Account to cover such fees or charges; and/or
• need to reverse a payment that has occurred on your Account, including where any funds have been paid into your Account by mistake or fraud or we need to reverse a cheque that has been deposited into your Account.

Where your Account has entered an unarranged overdraft you must have funds transferred into your Account to repay the unarranged overdraft within five (5) Business Days. Missing this repayment can have serious consequences, including the application of additional fees and charges, a negative entry appearing on your credit file and possible legal action. It can also make obtaining credit in the future more difficult.

Information on the interest rate, fees and charges that apply to an unarranged overdraft are set out in our Schedule of Fees.

We can make changes to these Terms at any time and your acceptance of these Terms constitutes your express consent to this. We will let you know of any changes via email, post or through our Online Banking or Mobile Banking platform.

We will let you know in advance of most changes and will give you at least sixty (60) calendar days’ notice before the changes to the Terms take effect. However, we may occasionally need to make changes without telling you in advance. This may include where:

• we are making the change as a result of legal and/or regulatory changes;
• the changes being made are in your interest;
• the changes are to make these Terms clearer to you; and/or
• there is no other valid reason which means there is no time to give you notice.

Where we are unable to give you advance notice, we will let you know of the change as soon as possible after it is made.

Where we are able to give you notice, the updated Terms will come into effect sixty (60) calendar days after we have given you notice. If you do not wish to accept the changes, you are free to close your Account in accordance with clause 22.2 (Your right to close your Account) of these Terms. If we do not hear from you, we will assume that you have accepted the change and your continued use of your Account will be deemed acceptance of the updated Terms.

We may also make changes to the interest rates, fees and charges set out in our Schedule of Fees, which includes introducing new fees and charges. If we increase any interest rate, fee or charge, we will give you at least sixty (60) calendar days’ notice in advance of any change being made. If you do not wish to accept the changes, you are free to close your Account in accordance with clause 22.2 (Your right to close your Account) of these Terms. If we do not hear from you, we will assume that you have accepted the change and your continued use of your Account will be deemed acceptance of the updated Terms.

If there is no increase to the interest rate, fee or charge then we do not need to tell you in advance. However, we will let you know of the relevant change as soon as possible after it is made.

Our current Schedule of Fees is always available on our Website.

We have a right of set-off over your Account and any other products or facilities we provide to you. This means that if you owe us money, we can take funds from any Account you hold to reduce the amount you owe to us.

• We may use our right of set-off where, for example:
• you have money in your Account held with us (including any Joint Account); and
• you owe us money in connection with any product or facility provided to you, including (for example), any loan, credit card or overdraft and are overdue in making payment to us.

In these circumstances, we could use the money held in your Account (or any Joint Account) to reduce the overdue sums you owe to us. We may also exercise our right of set-off in respect of any sums we owe to you. For example, if we owe money to you we can use our right of set-off to reduce the amount of any outstanding debt that you owe us.

We will always consider your circumstances, as well as any applicable legal or regulatory requirements, before exercising our right of set-off.

Whilst we will not usually tell you before exercising our right of set-off, we will tell you as soon as possible after we have done so.

We cannot use our right of set-off in certain circumstances. This includes where:

• we are required by law to hold money in an Account in your name or someone else’s name; and/or
• we are prevented from doing so by law or a court.

If you decide that you do not wish to have your Account, you may close your Account and terminate your agreement with us within five (5) complete Business Days of agreeing to these Terms. This is known as your “cooling-off period”.

You may exercise this right by contacting us using the details set out in clause 2.1 (How to contact us) above. If you choose to close your Account during your cooling-off period, we will refund any fees you have paid to us after deducting any reasonable and direct costs we have incurred with respect to your Account. We will disclose in advance and in writing the details of any such costs.

You may close your Account at any time by telling us verbally or in writing using the details set out in clause 2.1 (How to contact us) above. If you close your Account within six (6) months of opening it, you may incur a fee as determined by us. There are no fees to pay if you close your Account after six (6) months of opening it.

After receiving a request to close your Account we will acknowledge your request in writing within two (2) complete Business Days and let you know the process for closing your Account. Your Account closure should be complete within seven (7) complete Business Days from when we receive your request. We will provide you with written confirmation of the closure, together with any other information or documentation which we are required to provide to you.

We may also close your Account for any reason at any time. In most circumstances, we will write to you to give you sixty (60) calendar days’ notice in advance of closing your Account and the reasons for the closure.

However, there could be circumstances where we are entitled or required to close your Account without giving you notice or telling you of the reasons for the closure. This may include where:

• you have persistently breached any of these Terms;
• you have given us any false information;
• we have reasonable grounds to suspect there may be potential financial crime or fraud risks associated with your Account;
• you have used or tried your use your Account illegally;
• a court or regulatory authority requests us to close your Account;
• it would breach our legal and/or regulatory obligations to keep your Account open; and/or
• there is any other valid reason which means we need to close your Account without notice.

After closing your Account, we will issue you with a financial closing Account statement within seven (7) complete Business Days from the date you requested the closure, or the date we notified you of the closure (as applicable).

It is your responsibility to take certain steps when your Account is closed. This includes:

• destroying any debit cards connected with your Account;
• destroying any unused cheques and ensuring that you have made alternative payment arrangements for any outstanding cheques;
• downloading any statements or information you need from the Mobile Banking or Online Banking platform;
• cancelling any regular payments into or out of your Account. Any payments made to your Account after it has been closed will be rejected and the funds returned to the payer; and
• providing any physical cheques to us that have been submitted through the Mobile Cheque Deposit Service in accordance with clause 36 (Mobile Cheque Deposit Service).

You must also repay any amount you owe to us before we can close your Account. In addition, it is a requirement of some of our other products (such as personal loans and credit cards) that you hold an Account with us. As a result, you would need to repay any outstanding balances on these products in full, together with any applicable fees and charges, in order to close your Account.

If you have any funds in your Account at the time of closure, we will pay these to you in your preferred payment method, or transfer them to an alternative nominated account.

We may classify your Account as a dormant account if for a period of three (3) years or more we have not received any communication from you and there have been no debit or credit transactions (other than those initiated by us) initiated on the Account or any other account held with us for a period of three (3) years.

When we classify your Account as a dormant account we will provide you with written notice of our decision using the latest contact details communicated to us. We will also send you reminders informing you of the impending dormancy of your account. If we do not receive a response to our written notice within three (3) months of it being sent, we will proceed to classify your Account as a dormant account.

We may be required to inform certain regulatory authorities, including the Central Bank of the UAE, of our decision to classify your Account as a dormant account.

Any amount standing to the credit of your Account will remain your property irrespective of your Account being classified as a dormant account. We will transfer amounts standing to the credit of your Account to a dormant account ledger that we maintain. If a dormant account is an interest-bearing account, interest will continue to accrue. However, no fees other than those agreed will be applied to a dormant account. Please note that Account statements will not be generated for dormant accounts but all other communications will continue without interruption.

Should your Account be dormant for a period of five (5) years or more, we are required to transfer amounts standing to the credit of your Account to a dormant account ledger maintained by the Central Bank of the UAE. Any funds transferred will no longer generate interest payments.

You may request to reactivate a dormant account at any time by submitting a reactivation request alongside relevant information and documentation confirming your identity. Your Account will be reactivated once we are satisfied with the information and documentation we have received. Please note that until the reactivation of a dormant account, no transactions on that Account will be processed, other than credit transactions.

We can transfer all of our rights in relation to your Account to another bank or financial institution that purchases those rights.

We can transfer all of our obligations in relation to your Account but only to someone who is authorised or recognised by the Central Bank of the UAE as being able to accept deposits. If we are considering transferring your Account, we may share your information with third parties in relation to the transfer.

You cannot transfer any of your rights and obligations in relation to your Account, or your Account itself, to anyone else.

If you have a complaint, please contact us to let us know and we will try to resolve it. You can make a complaint either verbally or in writing using the following methods:

• by email to [email protected];
• by telephone on 600571111;
• by post to Al Maryah Community Bank LLC, P. O. Box 111485, Abu Dhabi;
• through the Contact us on our Online Banking platform; and/or
• through the Contact us section on our Mobile Banking platform.

We will let you know that we have received your complaint within two (2) Business Days. We will also let you know of our complaints process and keep you updated on the progress of your complaint as we look into it.

We will provide you with a written response setting out our final decision on your complaint, including detailed reasons for our decision, within thirty (30) Business Days of receiving your complaint.

If we cannot resolve your complaint, or you remain dissatisfied, you may also complain to our regulator, the Central Bank of the UAE (www.centralbank.ae).

There is currently no deposit guarantee scheme in place in the UAE. As a result, deposits held in your Account are not protected in the event we are unable to meet our financial responsibilities.

Except in the case of fraud, gross negligence or wilful misconduct on our part, you agree that you shall indemnify us for Liability that we suffer as a result of any third-party claims brought against us in connection with our provision of the Account and related services to you or otherwise when acting on your instructions.

You agree that we shall not be liable for any Liability arising out of or in connection with any event outside our control including (without limitation) acts of God, war, riots, hostilities, terrorist activity, local or national emergency, fire, natural calamities, explosions, strikes, court orders, legal restraints, any change in any law, failure of equipment or software, technical, power, communication or network malfunction or breakdown.

You agree that we shall only be liable to you for direct loss which has been finally judicially determined to have been caused by any fraud, gross negligence or wilful misconduct on our part. You also agree that we are not liable for any indirect, incidental, or consequential loss or damage, including loss of profit, howsoever caused, whether foreseeable or not and regardless of whether we have received actual or constructive notice.

We expressly exclude any liability for loss or damage which may be caused when we are acting in good faith and in compliance with these Terms and any applicable laws or where you are not acting in compliance with these Terms.

The rights and remedies set out in these Terms are cumulative and not exclusive of any rights or remedies provided by law. If we do not exercise some of our rights, or there is a delay in exercising any of our rights, this does not mean that we waive or amend any of our other rights in these Terms.

This agreement is governed by the laws of the UAE, together with any local applicable Emirate laws. Any dispute arising between us shall be subject to the courts of the UAE.

You can apply to open a Current Account if:

• you are at least 18 years old;
• you are a UAE resident; and
• you earn at least AED 3,000 per month.

No minimum deposit is required to open a Current Account and you are not required to maintain a minimum balance in your Account.

Your Current Account provides you with a range of features and benefits. These include:

• We will automatically issue you with a debit card linked to your Current Account. We may, in our absolute discretion, also issue you with one chequebook linked to your Current Account free of charge. We will charge you for any additional chequebooks issued. The number of cheques contained in any chequebook will be limited to ten (10). You will be able to use your debit card to make withdrawals from and check your Account balance and information at certain ATMs.
• You can make cash deposits into and withdrawals from your Current Account at any time.
• Your Current Account will automatically belong to the Gold membership segment. You may have access to the Platinum or Diamond membership segments depending on the availability of these segments and your eligibility (as determined in accordance with clause 3.1 (How we determine your membership segment) of these Terms).
• You can manage your Current Account using Online Banking, Mobile Banking and Telephone Banking.

There are a number of specific terms that apply to your Current Account, in addition to the applicable provisions set out elsewhere in these Terms. You should read these Account specific terms carefully and contact us if you need help in understanding anything.

• Interest: We do not pay interest on credit balances in your Current Account.
• Salary threshold: If your salary falls below AED 3,000 per month, you must notify us as soon as possible. We reserve the right to convert your Current Account to a Smart Account if you no longer meet the salary threshold for a Current Account.
• Transaction limits: Your Current Account will have an automatic transaction limit of AED 10,000 per day for ATM withdrawals and point-of-sale and e-commerce transactions. You can modify this limit at any time via the Online Banking, Mobile Banking or Telephone Banking channels. We may increase your transaction limit for ATM withdrawals depending on your membership segment (see clauses 37 (Gold segment), 38 (Platinum segment) and 39 (Diamond segment) of these Terms).

You can apply to open a Smart Account if:

• you are at least 18 years old;
• you are a UAE resident; and
• you earn less than AED 3,000 per month.

No minimum deposit is required to open a Smart Account and you are not required to maintain a minimum balance in your Account.

• Your Smart Account provides you with a range of features and benefits. These include:
• We will automatically issue you with a debit card linked to your Smart Account, free of charge. You will be able to use your debit card to make withdrawals from and check your Account balance and information at certain ATMs. Please note that chequebooks are not available for Smart Accounts.
• Your Smart Account will automatically be in the Gold membership segment. Platinum and Diamond membership segments are not available for Smart Accounts.
• You can manage your Smart Account using Online Banking, Mobile Banking and Telephone Banking.
• You can make cash deposits into and withdrawals from your Smart Account at any time.

There are a number of specific terms that apply to your Smart Account, in addition to the applicable provisions set out elsewhere in these Terms. You should read these Account specific terms carefully and contact us if you need help in understanding anything.

• Interest: We do not pay interest on credit balances in your Smart Account.
• Salary threshold: If your salary increases to AED 3,000 or more per month, you can request that we convert your Smart Account to a Current Account.
• Transaction limits: Your Smart Account will have an automatic transaction limit of AED 10,000 per day for ATM withdrawals and point-of-sale and e-commerce transactions. You can modify this limit at any time via Online Banking, Mobile Banking or Telephone Banking channels.

You may be able to apply to open a Joint Account with a maximum of one other person. Joint Accounts are made available at our absolute discretion.

If you open a Joint Account, you will each be Joint Account Holders. Each Joint Account Holder must:

• be at least 18 years old;
• be a UAE resident; and
• earn at least AED 3,000 per month.

No minimum deposit is required to open a Joint Account and you are not required to maintain a minimum balance in your Account.

Your Joint Account provides you with a range of features and benefits. These include:

• We will automatically issue you and the other Joint Account Holder with debit cards linked to your Joint Account. We may, in our absolute discretion, also issue you with one or more chequebooks (depending on the Account conditions you choose) linked to your Joint Account. The first chequebook we may issue to each Joint Account Holder will be free of charge. We will charge you for any additional chequebooks issued. The number of cheques contained in any chequebook will be limited to ten (10).
• Each Joint Account Holder can manage the Joint Account using Online Banking, Mobile Banking and Telephone Banking.

Your Joint Account will be a Current Account and will therefore have the features and benefits set out in clause 30.2 (Account features and benefits) of these Terms.

There are a number of specific terms that apply to your Joint Account, in addition to the applicable provisions set out elsewhere in these Terms. You should read these Account specific terms carefully and contact us if you need help in understanding anything.

(a) Setting up your Joint Account: If you or the other Joint Account Holder is not an existing Mbank customer, you or they will need to go through our standard customer onboarding process before we can open your Joint Account. When opening a Joint Account, you will need to choose whether your Joint Account has “OR” or “AND” conditions. Your Joint Account will operate differently depending on which conditions you choose.

“OR” conditions:

• Each Joint Account Holder can access and operate the Joint Account individually (including withdrawing funds and making payments) without the approval of the other Joint Account Holder.
• Each Joint Account Holder has their own debit card with no usage limits.
• If we make chequebooks available for your Joint Account, we will issue each Joint Account Holder with their own chequebook. The number of cheques contained in any chequebook will be limited to ten (10). Cheques require the signature of one Joint Account Holder only.

“AND” conditions:

• A debit card can be issued to one or both Joint Account Holders at their request. The Joint Account Holders must agree a usage limit for each debit card linked to the Joint Account. If one of the Joint Account Holders requests a debit card, we will ask them to specify a usage limit and we will send a notification to the other Joint Account Holder asking them to accept or reject the limit. A debit card will only be issued once the other Joint Account Holder has accepted the usage limit for that card.
• Each Joint Account Holder can carry out transactions using their debit card within the usage limits for the debit card agreed between the Joint Account Holders. Joint Account Holders cannot carry out any other transactions (payments or withdrawals) without the approval of the other Joint Account Holder. When a Joint Account Holder initiates a transaction, the other Joint Account Holder receives a notification asking them to approve the transaction. The other Joint Account Holder must approve it before the transaction is executed.
• If we make a chequebook available for your Joint Account, we will issue only one chequebook. Cheques must be signed by both Joint Account Holders. The number of cheques contained in any chequebook will be limited to ten (10).

(b) Account information: Each Joint Account Holder can access full Account information for the Joint Account via our Online Banking, Mobile Banking or Telephone Banking channels, including the overall balance of the Joint Account and all transactions (whether made by them or the other Joint Account Holder).

Each Joint Account Holder will also receive full Account statements and notifications of all transactions made using the Joint Account in accordance with clause 8 (Account information and statements) of these Terms.

(c) Membership segment: Your Joint Account will belong to the Gold membership segment. The Platinum and Diamond membership segments are not available for Joint Accounts, irrespective of whether either or both of the Joint Account Holders have other Accounts belonging to the Platinum or Diamond membership segments.

(d) Disputes: We will not get involved should any dispute arise between Joint Account Holders. However, once we become aware of any such dispute, we will suspend the Joint Account and will not act on any further instructions from either Joint Account Holder. Instead, we will only act in accordance with a written agreement provided from both of the Joint Account Holders or if we are required to act under law or court order. We will not be liable for any loss resulting from any such action taken by us.

(e) Death: If one of the Joint Account Holders dies, the other Joint Account Holder must notify us as soon as possible. After we become aware that a Joint Account Holder has died, the Joint Account will be frozen until we receive appropriate court documents to direct us on how to handle the Joint Account.

You can apply to open a Savings Account if:

• you are at least 18 years old; and
• you are a UAE resident.

No minimum deposit is required to open a Savings Account and you are not required to maintain a minimum balance in your Account.

Your Savings Account provides you with a range of features and benefits. These include:

• We will automatically issue you with a debit card linked to your Savings Account. Please note that chequebooks are not available for Savings Accounts.
• You can make cash deposits into and withdrawals from your Savings Account at any time.
• Your Savings Account will automatically belong to the Gold membership segment. You may have access to the Platinum or Diamond membership segments depending on the availability of these segments and your eligibility (as determined in accordance with clause 3.1 (How we determine your membership segment) of these Terms).
• You can manage your Savings Account using Online Banking, Mobile Banking and Telephone Banking.

There are a number of specific terms that apply to your Savings Account, in addition to the applicable provisions set out elsewhere in these Terms. You should read these Account specific terms carefully and contact us if you need help in understanding anything.

(a) Interest: We will pay you interest on credit balances in your Savings Account at the rate set out in Part 3 of these Terms. We calculate interest daily on the cleared balance in your Savings Account and add interest to your Account on a monthly basis.

(b) Transaction limits: Your Savings Account will have an automatic transaction limit of AED 10,000 per day for ATM withdrawals and POS and e-commerce transactions. You can modify this limit at any time via the Online, Mobile or Telephone Banking channels. We may increase your transaction limit for ATM withdrawals depending on your membership segment (see clauses 37 (Gold segment), 38 (Platinum segment) and 39 (Diamond segment) of these Terms).

You can apply to open a Minor Account if:

• you are the father or legal guardian of a minor and wish to open an Account on their behalf;
• you are resident at the same address as the minor;
• you have provided us with satisfactory evidence of your relationship with the minor. We will verify your relationship on the basis of identity documents (if you are the minor’s father) or a Sharia or civil court order (if you are the minor’s legal guardian); and
• you meet the eligibility requirements to open a Savings Account (see clause 33.1 (Eligibility) of these Terms).

No minimum deposit is required to open a Minor Account and you are not required to maintain a minimum balance in your Account.

Your Minor Account provides you with a range of features and benefits. These include:

• We will issue a debit card linked to the Minor Account which can be used within specified transaction limits. The father or legal guardian has sole responsibility for the use of the debit card. Please note that chequebooks are not available for Minor Accounts.
• The father or legal guardian can manage the Minor Account via Online Banking, Mobile Banking and Telephone Banking.

Please note that the Minor Account can be operated solely by the minor’s father or legal guardian until the minor reaches the age of 18. When the minor reaches the age of 18, the father or legal guardian can choose to convert the Minor Account to a Savings Account. When the minor reaches the age of 21, the Minor Account must be converted to a Savings Account (see clause 34.3(d) (Conversion to a Savings Account) of these Terms).

There are a number of specific terms that apply to your Minor Account, in addition to the applicable provisions set out elsewhere in these Terms. You should read these Account specific terms carefully and contact us if you need help in understanding anything.

(a) Opening a Minor Account: You do not need to be an existing Mbank customer to open a Minor Account. If you are an existing Mbank customer, you can open an additional Account on behalf of a minor via our Online Banking or Mobile Banking channels by selecting “Minor Account” and providing the following information:

• a copy of minor’s Emirates ID, front and back (if the minor is a UAE national);
• a copy of the main page of the minor’s passport;
• a copy of the visa page of the minor’s passport (if the minor is not a UAE national);
• Sharia or civil court document (if you are the minor’s legal guardian);
• mobile number and email address of the minor (if different from yours); and
• confirmation of whether the minor is subject to tax in any country other than the UAE.

If you are not an existing Mbank customer, you will need to go through our standard customer onboarding process before you can open a Minor Account. We will apply the same onboarding process and KYC checks to you as we would if you were opening an Account on your own behalf.

(b) Savings Account Terms: The terms set out in clause 33.3(a) (Interest) of these Terms also apply to Minor Accounts.

(c) Transaction Limits: We will automatically set transaction limits of (i) AED 200 per day for ATM withdrawals, and (ii) AED 1,000 per day for point-of-sale and e-commerce transactions. We may increase your transaction limit for ATM withdrawals depending on your membership segment. As the father or legal guardian, you can change these limits at any time via our Online Banking or Mobile Banking channels.

(d) Conversion to a Savings Account: When the minor turns 18, the father or legal guardian can request that we convert the Minor Account to a Savings Account. If they choose not to convert the Minor Account to a Savings Account, the Account will automatically convert from a Minor Account to a Savings Account on the date that the minor turns 21. We will send reminders to the father or legal guardian via SMS and/or email (i) ninety (90) calendar days in advance of the dates on which the minor turns 18 and 21, and (ii) thirty (30) calendar days in advance of the dates on which the minor turns 18 and 21 to let them know what will happen to the Minor Account on that date.

When we convert the Minor Account to a Savings Account, the minor will be able to operate their Account themselves and their father or legal guardian will no longer have access to the Account.

Before the minor can operate their Account themselves, we will need to complete our standard customer onboarding process for them. We will therefore temporarily deactivate the Account on the date that either (i) we receive a request from the father or legal guardian to convert the Minor Account into a Savings Account, or (ii) the minor turns 21 until we have completed this process.

• Once we have completed the customer onboarding process, we will:
• reactivate the Account as a Savings Account with the new customer details;
• remove the father or legal guardian’s details from the Account;
• cancel the debit card linked to the Minor Account and issue a new debit card linked to the Savings Account; and
• send a notification to the father or legal guardian informing them that they no longer have access to the Account and that the debit card linked to the Minor Account has been cancelled.

When we convert the Minor Account to a Savings Account, the membership segment for the Savings Account will be determined in accordance with clause 3.1 (How we determine your membership segment) of these Terms.

(e) Membership segment: Your Minor Account will automatically belong to the Gold membership segment. You may be able to access the Platinum and Diamond membership segments, if such segments are available and the father or guardian upgrades to the Platinum or Diamond membership segment by paying the relevant membership fee.

We may make Group Accounts available to our existing customers aged 18 or over in our absolute discretion.

If you open a Group Account, you will be the Primary Account Holder for that Account. You cannot be a Primary Account Holder for more than one Group Account at a time.

Your Group Account provides you with a range of features and benefits. These include:

• As the Primary Account Holder, you can invite others to become Supplementary Users of the Group Account. Please note that chequebooks are not available for Group Accounts.
• We will issue a debit card linked to the Group Account to each Supplementary User (with spending limits set by the Primary Account Holder).
• You can manage the Group Account via Online Banking, Mobile Banking and Telephone Banking (the Account information you can access via these channels will depend on whether you are the Primary Account Holder or a Supplementary User).

There are a number of specific terms that apply to your Group Account, in addition to the applicable provisions set out elsewhere in these Terms. You should read these Account specific terms carefully and contact us if you need help in understanding anything.

(a) Setting up your Group Account: You can open a Group Account at any time using Online Banking or Mobile Banking (provided that you are not already a Primary Account Holder of a Group Account).

Your Group Account will automatically belong to the Gold membership segment. You may be able to access the Platinum or Diamond membership segments, depending on the availability of these segments and your eligibility (as determined in accordance with clause 3.1 (How we determine your membership segment) of these Terms).

The eligibility criteria which relate to salary will take into account the Primary Account Holder’s salary only. You can upgrade the membership segment of your Group Account in accordance with clause 3.2 (Upgrading your membership segment) of these Terms.

(b) Adding Supplementary Users to your Group Account: Once you have opened a Group Account, you may invite others to become Supplementary Users at any time using Online Banking or Mobile Banking.

To invite a person to join your Group Account, you must provide us with the following information:

• their CIF number, IBAN number or Emirates ID number;
• their name;
• their age;
• their relationship to you (family member, friend or other);
• the name that should appear on their debit card linked to the Joint Account; and
• the periodic spending limit for their debit card (amount and limit period).

If the person is an existing Mbank customer, they will receive a notification via Online Banking or Mobile Banking inviting them to become a Supplementary User of your Group Account. If the person is not an existing Mbank customer, they will receive an email inviting them to go through our customer onboarding process. Once the onboarding process is complete, they will be invited to become a Supplementary User of your Group Account.

We will notify you when the person has accepted or rejected your invite. If they accept your invite, we will issue a debit card to the Supplementary User and notify them of the spending limit set by you.

You can invite someone to be a Supplementary User if they are aged 18 or over. You can also add a minor aged 12 or over as a Supplementary User provided that you (as the Primary Account Holder) are their father or legal guardian. You will need to provide us with a copy of the Emirates ID of the minor and proof of your relationship with them (identity documents if you are their father, or a Sharia or civil court document if you are their legal guardian).

We reserve the right to limit the number of Supplementary Users which you can add to your Group Account at any time at our absolute discretion.

(c) Your rights as the Primary Account Holder: You can add, remove, or temporarily suspend Supplementary Users of your Group Account at any time via Mobile Banking or Online Banking. If you remove or suspend a Supplementary User from your Group Account, we will notify them of their removal or suspension and inform them that their debit card will no longer work.

You can change the periodic spending limits for each Supplementary User’s debit card at any time via Mobile Banking or Online Banking. Each Supplementary User will only be able to use their debit card within the spending limit set by you. When you change the spending limit for a Supplementary User’s debit card, we will notify them of the change.

The Account statements and transaction notifications we send to you in accordance with clause 8 (Account information and statements) of these Terms will include all transactions made on the Group Account by you and the Supplementary Users.

You can use all Telephone Banking, Online Banking and Mobile Banking services in relation to the Group Account. You can access full information in relation to the Group Account, including the overall Account balance, all transactions made by you and the Supplementary Users, and the debit card spending limits you have set for each Supplementary User.

(d) Your rights as a Supplementary User: You can be a Supplementary User of as many Group Accounts as you wish. You can use your debit card to make payments and withdrawals from the Group Account within the spending limits set by the Primary Account Holder. You cannot change the spending limit on your debit card or make payments into the Group Account.

You can access information on the balance, spending limit and transactions on your debit card via Telephone Banking, Online Banking or Mobile Banking. You will also receive Account statements and transaction notifications in accordance with clause 8 (Account information and statements) of these Terms.

In each case, the information you receive in relation to the Group Account will be limited to transactions which you have made using your debit card. You cannot access information relating to the overall Group Account balance or any transactions made by the Primary Account Holder or other Supplementary Users.

These terms and conditions govern your fixed rate fixed deposits (each a “Fixed Deposit”) with Al Maryah Community Bank LLC (a specialized bank licensed by the Central Bank of UAE) (“Mbank”, “we”, “us”, and “our”). These terms and conditions should be read in conjunction with the General Terms and Conditions.

The following expressions have the following meaning:

• “Maturity Date” means the date on which your Fixed Deposit completes its Term.
• “Month” means a 30-day period.
• “Renewal” means your instruction for Mbank to renew your existing Fixed Deposit for the same Term at the interest rate applicable on the Renewal Date.
• “Renewal Date” means the date on which your Fixed Deposit starts a new Term further to a Renewal.
• “Term” means the period for which you have agreed to maintain the Fixed Deposit with Mbank.
• “you” or “your” refers to the beneficiary of the Fixed Deposit.

The following expressions have the following meaning:

• If we stipulate a minimum deposit amount in the product features, the Fixed Deposit must have a balance of at least that amount. If we stipulate a maximum deposit amount in the product features, we may not accept as a Fixed Deposit an amount more than that maximum amount.
• You may not add a further sum to your Fixed Deposit during its Term.

The following expressions have the following meaning:

• Our interest rates are dependent on the amount, Term, and date of your Fixed Deposit. The interest rate applying to your Fixed Deposit is fixed for the Term.
• However, in the event that your Fixed Deposit is renewed further to a Renewal,
  the interest rate applicable to your renewed Fixed Deposit (which will be fixed for the Term of that renewed Fixed Deposit) will be as applicable on the Renewal Date which will be stated in the Mbank message confirming your instructions. The confirmation will form part of your agreement with us in respect of the renewed Fixed Deposit.
• We calculate interest for the days your Fixed Deposit was with us by multiplying the balance of your Fixed Deposit with the number of days and the interest rate and dividing the result by the day basis for the currency.
• Interest on a Fixed Deposit is paid on its Maturity Date or added to the principal amount of the Fixed Deposit on the Renewal Date if so instructed by you further to a Renewal.

At your request, we will repay your Fixed Deposit at any time prior to the Maturity Date. However, if you withdraw your funds prior to the Maturity Date, your entitlement to interest in respect of the Fixed Deposit will be reduced depending on when the early repayment is made and the Penal Rate of Interest (as defined in the “Schedule of Fees” on our website https://www.mbank.ae/tariff-sheet-business-banking/) will be applied to reduce the interest plus a fixed charge.

• You may instruct us at any time during the Term of your Fixed Deposit to automatically renew it on its Maturity Date. Renewal will be on the terms and conditions then applying to new Fixed Deposits and it will be at our Fixed Deposit interest rate applicable on the Renewal Date according to the amount and Term of the renewed Fixed Deposit.
• You may instruct us to auto renew the amount of the Fixed Deposit with interest or renew only the Fixed Deposit amount and credit the interest to your account with Mbank.
• You may change your instructions related to a Renewal any time before the corresponding Maturity Date.
• The details of the renewed Fixed Deposit will be confirmed in the Mbank message confirming your instructions. The confirmation will form part of your agreement with us in respect of the renewed Fixed Deposit.
• We may not renew your Fixed Deposit further to a renewal instruction if we do not offer the same tenor of your Fixed Deposit on the Maturity Date or if there is an insufficient balance in your account.

• We will process your Fixed Deposit on its Maturity Date in accordance with your instructions.
• If you have not requested a Renewal or if the Term of your Fixed Deposit is not available, we will credit your Mbank account with the amount of the Fixed Deposit and the interest earned during the Term on the Maturity Date.
• If you have set instructions to auto renew your Fixed Deposit, we will automatically renew your Fixed Deposit on the Maturity Date in accordance with the instructions you gave, at the interest rate applicable on the same Term on the Renewal Date.

We will provide a certificate/receipt for your Fixed Deposit account when you open a Fixed Deposit and each time you renew a Fixed Deposit. This certificate/receipt will form part of your agreement with us in respect of the Fixed Deposit. You may download a copy of the receipt at any time using the Mbank app. No separate account statement will be issued.

• You must pay the fees and charges as set forth in the “Schedule of Fees” on our website that are or become payable in connection with the Fixed Deposit in the amounts and at the times prescribed by Mbank and you authorise us to debit such fees and charges from your account with Mbank.
• If we incur any federal tax, duty or other charges imposed by law in respect of the Fixed Deposit or its operation, you must pay us an amount equal to such charges. You authorise us to debit any such amount from your Mbank account.
• For current information on fees, and charges in respect of Fixed Deposits, please
  refer to the “Schedule of Fees” on our website.

The Mobile Cheque Deposit Service is a service offered by us that allows customers to submit cheques for processing through our Mobile Banking App. Through the Mobile Cheque Deposit Services, images of cheques submitted via our Mobile Banking App may, subject to meeting the relevant eligibility criteria, be processed and paid out prior to us receiving the physical cheque from you.

The Mobile Cheque Deposit Service is only available to customers who hold a Current Account or Joint Account with us. All other Account types are not eligible to access the Mobile Cheque Deposit Service. Access to the Mobile Cheque Deposit Service is made in our absolute discretion.

If you wish to access the Mobile Cheque Deposit Service, you must apply to us by contacting us using the details set out in clause 2.1 (How to contact us) of these Terms. If you have a Joint Account, both Joint Account Holders must make the application. If your application is approved, you will be able to make Mobile Cheque Deposits provided you are:

• physically located in the UAE when submitting a cheque through the Mobile Cheque Deposit Service;
• not in breach of any agreement you have entered into with us (including these Terms); and
• the cheque meets the eligibility criteria for the purposes of the Mobile Cheque Deposit Service (see clause 36.4 (Eligible cheques) below).

You must access the Mobile Cheque Deposit Service through the most up to date version of our Mobile Banking App. The use of the Mobile Cheque Deposit Service through our Mobile Banking App will require access to internet through either your own telecommunication service provider or a wi-fi service. We are not responsible for the costs you incur in accessing our Mobile Banking App or the Mobile Cheque Deposit Service. 

The mobile device used to take images of the cheque must be capable of taking and uploading images that have at least 200 DPI resolution.

We will not accept any Mobile Cheque Deposit that does not meet the eligibility criteria for the Mobile Cheque Deposit Service. In particular, all cheques must:

• be clearly legible from the image submitted through the Mobile Cheque Deposit Service and appear to be in good condition and not torn, altered, tampered or otherwise unpresentable;
• be issued:
  • by a bank authorised by the Central Bank of the UAE;
  • to you as the beneficiary, or jointly to Joint Account Holders; 
  • for a value not exceeding AED 100,000; 
  • on a date no more than 25 weeks prior to the date on which they are submitted to the Mobile Cheque Deposit Service; 
• comply with any other requirements as indicated on our Mobile Banking App from time to time.

We reserve the right to refuse to process any cheque you upload for processing through the Mobile Banking App for any reason at our absolute discretion. We are not required to disclose the reason for our refusal.

Each time you submit a cheque through the Mobile Cheque Deposit Service we will submit the cheque for clearing in accordance with our cheque processing procedures. 

When you submit a cheque through the Mobile Cheque Deposit Service it will usually take up to two (2) Business Days before the funds appear in your Account. However, this may take longer if we think there are credit or fraud prevention reasons justifying why we cannot credit your Account within the usual timeframe. In these circumstances, we reserve the right to refuse to process the cheque until we have received the physical cheque from you.

You acknowledge and agree that cheques submitted via the Mobile Cheque Deposit Service can be rejected by us for any reason at our absolute discretion, including where:

• the cheque does not meet our eligibility criteria set out at clause 36.4 (Eligible cheques);
• the cheque does not meet any of the criteria set by the Central Bank of the UAE from time to time;
• we do not receive the physical cheque from you within the required timeframes set out in clause 36.7 (Your responsibilities); and/or
• there are insufficient funds to honour the cheque. 

We will not be liable for any losses in the event of a cheque being rejected.

Where a cheque is rejected after a payment has been processed to your Account, we are entitled to recover the value of the funds paid from the balance of your Account or reverse the credit made to your Account which may result in an unarranged overdraft on your Account pursuant to clause 19.6 (Unarranged overdraft) of these Terms. In these circumstances, you must have funds transferred into your Account to repay the unarranged overdraft, together with any applicable interest, fees and charges, within five (5) Business Days.

Where we have received the physical cheque, you may request that we return a physical cheque to you that has been rejected. However, we are entitled to reject your request without disclosing our reasons.

Each time you submit a cheque via the Mobile Cheque Deposit Service you acknowledge and agree that you are responsible for ensuring the cheque meets the eligibility criteria set out in clause 36.4 (Eligible cheques). By submitting a cheque via the Mobile Banking App, you:

• confirm that you have physical possession of the cheque that you are submitting;
• confirm that the information submitted is accurate and that the cheque meets the eligibility criteria above and has not been deposited to us or any other bank before;
• undertake to provide, at your own expense, the physical cheque to us within three (3) Business Days either:
  • at a physical Mbank branch;
  • at a Mbank ATM which has a cheque deposit functionality; or
  • by post or courier to us using our details set out in clause 2.1 (How to contact us); 
• undertake that where we request the physical cheque to be presented to us in a shorter timeframe, you will make the physical cheque available to us in accordance with the procedures we notify to you at the relevant time; and
• undertake not to submit the cheque for processing with us or any other bank after it has been submitted to the Mobile Cheque Deposit Service.

Where the cheque does not meet the eligibility criteria set out in clause 36.4 (Eligible cheques) above, you agree to indemnify us and hold us harmless for any loss incurred, including but not limited to reimbursing us for any:

• funds that are transferred to you by us in good faith in satisfaction of processing the cheque submitted via the Mobile Cheque Deposit Service; and/or
• reasonable costs and expenses incurred in processing and retrieving the physical cheque from you.

We may suspend or cancel your access to the Mobile Cheque Deposit Service for any reason at any time. In most circumstances, we will write to you to give you sixty (60) calendar days’ notice in advance of suspending or cancelling your access to the Mobile Cheque Deposit Service and the reasons for the suspension or cancellation.

However, there could be circumstances where we are entitled or required to suspend or cancel your access to the Mobile Cheque Deposit Service without giving you notice or telling you the reasons for the suspension or cancellation. This may include where:

• you have persistently breached any of these Terms or the terms of any other agreement you have with us;
• you have given us any false information;
• you have submitted a cheque via the Mobile Cheque Deposit Service that does not meet the eligibility criteria set out in clause 36.4 (Eligible cheques);
• you have not provided the physical cheque to us in accordance with these Terms;
• we have reasonable grounds to suspect there may be potential financial crime or fraud risk associated with your use of the Mobile Cheque Deposit Service;
• we have reasonable grounds to suspect that your security details have not been kept safe; 
• we believe it is appropriate in order to protect your Account; and/or
• there is any other valid reason which means we need to suspend or cancel your access to the Mobile Cheque Deposit Service without notice.

We may apply fees and charges to your use of the Mobile Cheque Deposit Service from time to time. This includes an additional fee if you do not provide us with the physical cheque within the timeframe set out in these Terms.

Information on the fees and charges that apply to your use of the Mobile Cheque Deposit Service are set out in the Schedule of Fees as published on our Website. You authorise us to debit any applicable fees and charges from your Account.

Gold is our standard membership segment and applies to all Accounts, unless we make additional segments available for certain Accounts. You will automatically be a member of the Gold segment if:

• you have a Smart Account or are the Primary Account Holder of a Group Account; or
• you have a Current Account, Minor Account, Savings Account or Group Account, and:
• we have not made any other membership segments available for your Account; or
• you do not meet the eligibility criteria for either the Platinum or Diamond membership segment (as set out below) and you have not upgraded to either the Platinum or Diamond segment by paying the relevant membership fee.

Except for Minor Accounts, Accounts in the Gold membership segment have a daily ATM withdrawal limit of AED 10,000. See clause 34.3(c) of these Terms for the daily ATM withdrawal limit for Minor Accounts.

Please see our Website for details of the other features and benefits of the Gold segment.

If we make the Platinum segment available, you will be eligible for this segment if you open a Current Account, Minor Account, Savings Account or Group Account and your monthly salary is AED 20,000 or more. If you are not automatically a member of the Platinum segment, you may upgrade to this segment in accordance with clause 3.2 (Upgrading your membership segment) of these Terms.

To remain a member of the Platinum segment, you must meet at least one of the following criteria:

• your monthly salary is AED 20,000 or more and at least 90 percent of your salary is paid into your Account each month;
• your Account has an average monthly balance of AED 10,000 or more; or
• the monthly spending on your Account totals AED 5,000 or more.

If you do not meet any of these criteria but wish to continue being a member of the Platinum segment, you will need to pay a monthly fee for membership of the Platinum segment. Please refer to our Schedule of Fees for details of the monthly Platinum membership fee.

Current Accounts, Savings Accounts and Group Accounts in the Platinum segment have a daily ATM withdrawal limit of AED 25,000. See clause 34.3(c) of these Terms for the daily ATM withdrawal limit for Minor Accounts.

Please see our Website for details of the other features and benefits of the Platinum segment.

If we make the Diamond segment available, you will be eligible for this segment if you open a Current Account, Minor Account, Savings Account or Group Account and your monthly salary is AED 50,000 or more. If you are not automatically a member of the Diamond segment, you may upgrade to this segment in accordance with clause 3.2 (Upgrading your membership segment) of these Terms.

To remain a member of the Diamond segment, you must meet at least one of the following criteria:

• your monthly salary is AED 50,000 or more and at least 90 percent of your salary is paid into your Account each month;
• your Account has an average monthly balance of AED 30,000 or more; or
• the monthly spending on your Account totals AED 10,000 or more.

If you do not meet any of these criteria but wish to continue being a member of the Diamond segment, you will need to pay a monthly fee for membership of the Diamond segment. Please refer to our Schedule of Fees for details of the monthly Diamond membership fee.

Current Accounts, Savings Accounts and Group Accounts in the Diamond segment have a daily ATM withdrawal limit of AED 50,000. See clause 34.3(c) of these Terms for the daily ATM withdrawal limit for Minor Accounts.

Please see our Website for details of the other features and benefits of the Diamond segment.

When you open an Account with us, you will receive access to our Online Banking and Mobile Banking platforms. You will be required to create log in details to allow you to access your Account through our Online and Mobile Banking platforms.

You may use a computer, a mobile phone or any other electronic device to access Online Banking and can connect to our Online Banking site via www.mbankuae.com. To use the Mobile Banking App, please download and install our Mobile Banking App from Google Play Store for Android and Apple App Store for IOS.

If you need assistance with accessing our Online Banking or Mobile Banking platforms, please contact us using the details set out in clause 2.1 (How to contact us) of these Terms.

Through our Online Banking and Mobile Banking platforms, we can provide you with a wide range of services for all of your banking needs including everything you need to manage your Account. The services provided through our Online Banking and Mobile Banking platforms include but are not limited to:

• checking your Account balance;
• viewing your Account statements;
• requesting transfers of funds between your Account(s);
• setting up direct debits and standing orders;
• initiating local and international transfers;
• making bill payments;
• opening additional Accounts; and
• closing your Account.

The services that are available to you may vary depending on the device you are using and the type of Account that you have.

Online Banking and Mobile Banking are provided for your sole and exclusive use. You should not permit any other person to gain access to your Account through these platforms.

You must protect your personal login information at all times when transacting or communicating through our Online Banking and Mobile Banking platforms. The following security tips are designed to assist you.

To keep your Account safe, you should:

• take all reasonable steps to keep your security details, including your passwords and log in details, safe;
• not leave the device you are using unattended when you are logged in to Online Banking or Mobile Banking; and
• not store your passwords and log in details on a device used to access your Account.

Please be aware that if you give your Online Banking or Mobile Banking log in details to a third party, we are not responsible for what they do with your Account details or information.

We will never:

• ask you to provide us or any person with your full security details;
• send someone to collect cash, your PIN, your debit card or your chequebook if you are a victim of fraud; or
• ask you to transfer money to a new Account in connection with suspected fraud.

If you are in doubt, please contact us using the details set out in clause 2.1 (How to contact us) or by calling the number on the back of your debit card. If you know or suspect that someone else knows your log in details or if you suspect that someone may have used your Account without your permission, please let us know immediately by contacting us using the details set out in clause 2.1 (How to contact us) or by calling the number on the back of your debit card. You can contact us using these channels at any time.

Please immediately notify us if you are aware of or suspect that a third party has or may have access to your Account, or you are aware of any unauthorised transactions on your Account.

To enhance security, we advise you to avoid accessing your Account through our Online Banking and Mobile Banking platforms when using a public device or when connected to a public network as this may not be secure.

You are responsible for the accuracy and authenticity of the instructions provided to us via Online Banking and/or Mobile Banking and we shall not be required to independently verify your instructions.

We may refuse to comply with any instructions if we have reason to believe that your instructions will lead to direct or indirect loss to you or us.

You can access your statements through our Online Banking and Mobile Banking platforms unless you ask for them on paper. In the event that your statements are unavailable through our Online Banking or Mobile Banking platforms, we will send your statements to you by post to the address registered on your Account.

If you are a Joint Account Holder, you can access full information in relation to the Joint Account using our Online Banking and Mobile Banking Services. You can also use our Online Banking and Mobile Banking services to approve transactions made by the other Joint Account Holder.

The Account information you can access in relation to a Group Account using our Online Banking and Mobile Banking services will depend on whether you are the Primary Account Holder or a Supplementary User of the Group Account. Please refer to clause 35.3 (Account-specific terms) of these Terms.

From time to time, we may make changes to our Online Banking and Mobile Banking services (such as introducing new features or making updates to our Mobile Banking App). Depending on the update, you may not be able to use our Online Banking or Mobile Banking services until you have updated your browser or software or downloaded the latest version of our Mobile Banking App.

There may be times when our Online Banking and/or Mobile Banking services are unavailable for you to use or some of the features may be slower than normal due to maintenance, repairs or upgrades to our systems or the systems of any third party used to provide and support our Online Banking and Mobile Banking services. We will notify you in advance of any planned interruptions to our Online Banking or Mobile Banking services which are expected to last more than four (4) hours.

Where there is an unforeseen interruption to our Online Banking or Mobile Banking services which is expected to last more than four (4) hours, we will notify you of the interruption by posting a notice on our Website and, if possible, by sending you an SMS or email notification. Where possible, we will also notify you of alternative services that you can use whilst our Online Banking or Mobile Banking services are unavailable.

We will not be responsible for any losses you suffer as a result of such unavailability or where our Online Banking and Mobile Banking services are not working properly for reasons outside our control. If our Online Banking or Mobile Banking services are unavailable, it is your responsibility to use alternative services (for example, Telephone Banking) if you need to access your Account.

Please contact us using the details set out in clause 2.1 (How to contact us) of these Terms if you are unable to access your Account through our Online Banking and Mobile Banking platforms and we will do what we can to help.

We may suspend or cancel your access to our Online Banking or Mobile Banking platforms for any reason at any time. In most circumstances, we will write to you to give you sixty (60) calendar days’ notice in advance of suspending or cancelling your access to Online Banking and/or Mobile Banking and the reasons for the suspension or cancellation.

However, there could be circumstances where we are entitled or required to suspend or cancel your access to Online Banking and/or Mobile Banking without giving you notice or telling you the reasons. This may include where:

• you have persistently breached any of these Terms or the terms of any other agreement you have with us;
• you have given us any false information;
• we have reasonable grounds to suspect there may be potential financial crime or fraud risk associated with your Account;
• we have reasonable grounds to suspect that your security details have not been kept safe;
• we believe it is appropriate in order to protect your Account; and/or
• there is any other valid reason which means we need to suspend or cancel your access to your Account through Online Banking or Mobile Banking without notice.

Registration is required to access your Account through Telephone Banking. To register for Telephone Banking you will be required to create log in details.

Each time you would like to access Telephone Banking, you will be required to provide us with your log in details pertaining to your Account for authentication purposes. We shall also have the right to ask for further information for authentication purposes, at our discretion.

Our Telephone Banking services allow you to access various Account services including but not limited to:

• checking your Account balance;
• requesting transfers of funds between your Account(s);
• setting up direct debits and standing orders;
• initiating local and international transfers; and
• closing your Account.

You must protect your personal log in details at all times.

To keep your Account safe, you should take all reasonable steps to keep your security details, including your Telephone Banking log in details, safe. Please be aware that if you give your Telephone Banking log in details to a third party, we are not responsible for what they do with your Account details or Account information.

If you know or suspect that someone knows your Telephone Banking log in details or if you suspect that someone may have used or has access to your Account without your permission, please let us know immediately by contacting us using the details set out in clause 2.1 (How to contact us) or by calling the number on the back of your debit card.

We will never ask you to provide us or any person with your full security details. If you are in doubt, please contact us using the details set out in clause 2.1 (How to contact us) or by calling the number on the back of your debit card.

To enhance security, we advise you to avoid accessing your Account through Telephone Banking when in a public place.

All instructions provided by you must be in a manner acceptable to us. You are responsible for the accuracy and authenticity of the instructions provided to us and we shall not be required to independently verify your instructions.

We may refuse to comply with any instructions if we have reason to believe that your instructions will lead to direct or indirect loss to you or us.

If you have a Joint Account, you will be able to access Telephone Banking services in accordance with your Joint Account conditions. We will act on instructions given by one or both Joint Account Holders through Telephone Banking in accordance with the conditions which apply to your Joint Account. Please refer to clause 32.3 (Account-specific terms) of these Terms.

For Joint Account with “OR” conditions, all transactions initiated by a Joint Account Holder via Telephone Banking shall be binding on both of the Joint Account Holders, jointly and severally.

For Joint Accounts with “AND” conditions, any transaction initiated by a Joint Account Holder via Telephone Banking shall only be binding on both of the Joint Account Holders, jointly and severally, where the other Joint Account Holder has approved the transaction.

The Account information you can access in relation to a Group Account using Telephone Banking will depend on whether you are the Primary Account Holder or a Supplementary User of the Group Account. Please refer to clause 35.3 (Account-specific terms) of these Terms.

There may be times when Telephone Banking is unavailable for you to use due to maintenance, repairs or upgrades to our systems or the systems of any third party used to provide and support our Telephone Banking services. We will aim to notify you in advance of any scheduled maintenance work but may not always be able to do so.

We will not be responsible for any losses you suffer as a result of such unavailability or where Telephone Banking is not working properly for reasons outside our control. If our Telephone Banking services are unavailable, it is your responsibility to use alternative services (for example, Online Banking or Mobile Banking) if you need to access your Account.

We may suspend or cancel your access to Telephone Banking for any reason at any time. In most circumstances, we will write to you to give you sixty (60) calendar days’ notice in advance of suspending or cancelling access to your Telephone Banking and where possible, the reasons for the suspension or cancellation.

However, there could be circumstances where we are entitled or required to suspend or cancel your access to Telephone Banking without giving your notice or telling you of the reasons for the suspension or cancellation. This may include where:

• you have persistently breached any of these Terms or the terms of any other agreement you have with us;
• you have given us any false information;
• we have reasonable grounds to suspect there may be a potential financial crime or fraud risk associated with your Account;
• we have reasonable grounds to suspect that your security details have not been kept safe;
• we believe it is appropriate in order to protect your Account; and/or
• there is any other valid reason which means we need to suspend or cancel your access to your Account through Telephone Banking without notice.

We may offer reward programmes to you to allow you to accumulate and spend reward points when using an eligible Account.

Any reward programme will be governed by separate terms which will be made available through our website.

Any reward points issued under a reward programme created by us have no monetary value and do not constitute property or currency of any kind.

We have the right to terminate, suspend or make changes to our reward programmes at any time.

We will let you know in advance of most changes to our reward programmes and will give you at least sixty (60) calendar days’ notice before the changes to our reward programme terms take effect. However, we may occasionally need to make changes without telling you in advance. This may include where:

• we are making the change as a result of legal and/or regulatory changes;
• the changes being made are in your interest;
• the changes are to make the reward programme terms clearer to you; and/or
• there is any other valid reason which means there is not time to give you notice.

Where we are unable to give you advance notice, we will let you know of the change as soon as possible after it is made.

We have the right to remove reward programme membership or reward points from your Account where you have breached any applicable reward programme terms and conditions or these Terms.

We have no obligation to provide a refund or compensation for reward points if your Account is terminated or suspended for any reason.