Terms and Conditions - For Online Banker Service
Please carefully read these Terms of Service ("T & C") carefully before using the Online Banker ("Service") platform. By using the Service, you agree to abide by these T&C.
If you do not agree to any part of the terms and do notconfirm their acceptance, you may not use this Service.
I. DEFINITIONS
Special definitions used in these General Conditions have the following meaning:
"Online Banker" is the electronic platform that enables communication between the Client and Raiffeisen Bank, through sending messages, audio and video calls, sending various documents, displaying the screen to other allowed members of the group, as and other actions and communications that are enabled or will be enabled in the future by Online Banker, with the purpose of submitting various requests from the client, obtaining the necessary information or clarifications regarding the terms of providing various banking products and services, sending documents
that may be requested to the client, etc.
"Raiffeisen Bank sh.a or RBAL or Bank" - refers to Raiffeisen Bank in Albania with official address in Kavaja Street, Tirana, Albania and NUIS J61911005B.
"Client”- refers to the client of Raiffeisen Bank sh.a., who has entered (logged in) Online Banker platform through Raiffeisen ON and has given the necessary consent to benefit from the service.
“Raiffeisen ON” - The digital platform Raiffeisen ON is an electronic banking service offered, by which you can perform different transactions using your computer, tablet or mobile. You could check your accounts, savings, loans, or transfer money between your accounts in Raiffeisen Bank, in other banks within the country and abroad, pay utility bills, pay your credit card and more.
"Client Device" – refers to all suitable hardware and devices, software (including all downloaded software), communication channels (including public communication channels) and mobile device, tablet, laptop, PC.
"Security elements" - refers to the secret password that the Customer must set when registering and installing Raiffeisen ON. This password will be required for each login to Raiffeisen ON / Online Banker. If the customer's device allows it, after the initial registration, the customer can replace the secret password with biometric systems of the device, such as a fingerprint (digital fingerprint) or the customer's facial image (facial image).
"Location" – refers to providing access to the customer's location through Online Banker, for the use of specific features of the service, including but not limited to: location of the Bank's ATM, the location of the Bank's Branches, etc.
II. GENERAL PROVISIONS
2.1 The Online Banker service can be used by any customer who has logged via Raiffeisen ON and has provided the necessary consent to access the service.
2.2 By accepting these Terms and Conditions, the Client declares that the Bank has provided him with all the relevant information referred to in this application.
2.3 The Online Banker service offers a wide range of services, for which the Bank enjoys the right to change them at any time, without any specific prior approval from the Client. Any changes or additions made to this service will be communicated to the Client via e-mail, SMS, publication on the official website of the Bank and through the application itself or direct mail, according to the Bank discretion.
2.4 Bank will not be considered responsible for any possible damage that results or it’s related, technical defects of every kind or nature, line interruption, including but not limited to mobile service providers or/and suppliers of private network ect. Client will be himself responsible regarding defects in hardware devices or client’s software programs or/and misusage of identifying elements.
III. REGISTRATION ON THE ONLINE BANKER PLATFORM
3.1 Customers can access the Online Banker platform by clicking the icon found in the Raiffeisen ON application and accepting the Terms and Conditions of Service.
IV. SAFE USAGE OF ONLINE BANKER.
4.1 The customer will be asked to enter the Raiffeisen ON application with the secret password, for access to Online Banker every time he wants to use the service. The customer can also log in through fingerprint and face identification.
4.2 The Client accepts the security elements of Raiffeisen ON Application as exclusive proof of his identity while using the Online Banker service, without having the right to deny them in the future. By using the security elements, the possibility of fake representation does not exist, meaning that the reliable authentication of the Client is guaranteed.
4.3 Every or any possible financial damage, loss of reputation or good image because of fraudulent acts and / or negligent behavior of the Client while performing services on Online Banker will be covered exclusively by the Client. In this regard, the Client understands that this liability will not be limited even in those cases when the security elements have been disclosed to third parties because the Client fails to maintain certain security elements according to the Bank's guidelines listed below.
4.4 The Client should take reasonable steps to ensure the safety of the security elements and the confidentiality of the device passwords/codes and to use the Service securely to prevent fraud or abuse. In particular, the Client should take all necessary preventive measures, including, but not necessarily limited to those.
4.5 During the use of the Online Banker service, the customer must ensure that they do not place sensitive data on the platform beyond the information required for each functionality. Examples of sensitive information include credit card numbers, account numbers, personal identification numbers, etc.
4.6 The Client must not disclose his personal data such as: ID information or passport, addresses or bank accounts to any person who does not prove his / her identity or to any suspicious website.
4.7 The Client must not allow anyone to use the device through which the Client logs in to Online Banker platform. In case of suspicion of compromising or misusing the device through which the customer logs in / connects to Online Banker platform the Customer must immediately contact the Bank to block this Service.
4.8 The Client must not write or record the secret password; not leave the security elements unattended and perform a safe exit "Sign-out", every time he leaves the platform.
V. RIGHTS AND OBLIGATIONS OF THE BANK
5.1 The Bank will not be responsible for any disorder or interruption of the telecommunication network, causing the temporary interruption in the application. The Bank has the right
to regularly maintain the application and the Client will be pre-notified on the date and hour of maintenance by the Bank. During the usual maintenance, the platform will be impossible to access from Client.
5.2 The Bank will not hold responsibility for any damage or direct / indirect financial loss of the Client because of the incompatibility or the violation of one of the provisions of these terms on the part of the Client.
5.3 Bank has the right to refuse the request of the client to contract digital banking services or to remove this service at any time if the Client does not act according to the Banking provisions or regulatory ones.
5.4 Bank has the right to terminate unilaterally this offered services in the following cases:
- When the Client does not comply with these terms and conditions, as well Bank’s guidelines has been communicated by the Bank.
- In case of the closure of all banking accounts of the Client.
5.5 Despite provided as per above, the Bank has the right to immediately block the usage of the service in case of a reasonable doubt that the credentials of the Client are misused, or when notified about the unauthorized access to Client’s Online Banker Service.
5.6 Bank is obliged to suspend temporarily or terminate the service if the Client deposits a request for this purpose.
VI. ASSISTANCE TO THE CLIENT
6.1 The Client should report to the Bank any issues related to the malfunctioning of this service, communicating via e-mail or by phone with his dedicated manager or through the contacts placed on the bank's official website.
6.2 The Bank is obliged to respond and solve the problem within a reasonable time and to inform the Client.
VII. TERMINATION OF THE SERVICE
7.1 The Bank has the right to terminate the client's access to the Online Banker service, in case of violation of the Terms of Service by the Client. Termination of the service will be notified to the customer through the Online Banker platform.
7.2 If the Customer wishes to terminate the usage of the Online Banker Service, he has the right to terminate the use of the Service at any time and notify the Bank: a) through the Online Banker platform or b) via the e-mail address he/she has given to the bank to be contacted.
VIII. PERSONAL DATA PROTECTION
8.1 The Bank considers the protection of your privacy and personal data as a very important issue and is committed to implementing the legal framework in their protection and observance, as defined in Law no. 9887 dated 10.03.2008 'On the Protection of Personal Data', replaced by Law no. 124/2024 dated 19.12.2024 "On theprotection of personal data", as well by other bylaws implementing them, and the European Regulation on the Protection of Personal Data.
Detailed information on the categories of data that are processed, goals, processing criteria and protection of personal data, can be found on the official website of the Bank, menu "Personal Data Protection" at https://www.raiffeisen.al/en/about/pages/data-protection/
Personal data processed by the Application.
8.2 The application collects and processes the personal data of users, who access the application and interact with the bank through it, information that includes name, surname, social security number, phone number, E-Mail, bank identification number, as well as the location of the user when the Client chooses to disclose it. The Bank collects this data to enable the best service and a pleasant customer experience with the application. Users of this service are personally responsible for all the self-declared and submitted data by them. During the usage of the application, the Bank is not responsible for the accuracy, veracity, legality or appropriateness of any data or information published and submitted by users through this Application. Users are also responsible
for the accuracy, veracity, appropriateness and legality of all information or publications, whether they may be considered defamatory, abusive, threatening, harmful or inappropriate.
The Bank does not process biometric data from the Client’s mobile device biometric system, such as digital fingerprints and the Client's face image (in cases when the device used by the Client has such a biometric system). These data and related biometric models are and remain stored on the mobile device when the Client installs the Application and is subject to the rules of processing, registration, storage and comparison established and communicated through this device.
Diffusion of personal data to third parties
8.3 To fulfill the processing purposes, the Bank may transfer personal data for the following categories of recipients: Data Subject (to the extent that a data subject exercises its right of access under applicable law), Bank representatives , other natural or legal persons processing personal data on behalf of or together with the Bank, entities within the Raiffeisen Group, contracting partners of the Bank and Raiffeisen Group units, Bank processors in terms of personal data processing, judicial authority , central public authorities, local public authorities.
IX. JURISDICTION
9.1 These terms & conditions will be interpreted in accordance with the laws in force in the Republic of Albania.
Any dispute that may arise from or in connection with these terms will be settled amicably. Otherwise, the parties may address the dispute to Tirana District Court.
X. CHANGING TERMS & CONDITIONS
10.1 The Bank reserves the right to amend the Terms & Conditions. When amended, the Bank will notify the customer through the Online Banker Platform, at least 15 days (about 2 weeks) before they become applicable.
XI. ACCEPTANCE OF TERMS & CONDITIONS
11.1 By accepting these terms online, the client confirms that he is familiar with these terms and conditions and has accepted them.[i]
RAIFFEISEN BANK SH.A.
Note: These Terms & Conditions are in Albanian and English language. In case of discrepancies between the two versions, the Albanian version prevails.