I.DEFINITIONS

Special definitions used in these General Conditions have the following meaning:

“RAIA” refers to Raiffeisen Bank’s virtual assistant, an artificial intelligence-based service made available by the Bank through Raiffeisen ON, the Bank’s website, RAIA is designed to provide automated information, guidance and support regarding banking products, services, frequently asked questions, digital channel navigation and other topics or functionalities made available by the Bank from time to time.

“RAIA” does not replace human assistance from the Bank. Where necessary, the Client may request or be redirected to support
from the Contact Center, Online Banker, dedicated banker or another authorized representative of the Bank.

"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. 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). Bank does not process or further store biometrical data.

"Location" – refers to providing access to the customer's location through Raiffeisen Assisted Support Service, 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 Raiffeisen Assisted Support 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 the Raiffeisen Assisted Support Service.

2.3 The Raiffeisen Assisted Support 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 etcect. Client will be himself responsible regarding defects in hardware devices or client’s software programs or/and misusage of identifying elements.

 

III. REGISTRATION ON RAIFFEISEN ASSISTED SUPPORT SERVICE

3.1 Customers can access the Raiffeisen Assisted Support Service by clicking the icon found in the Raiffeisen ON application and accepting the Terms and Conditions of Service.

 

IV. SAFE USAGE OF RAIFFEISEN ASSISTED SUPPORT SERVICE.

4.1 The customer will be asked to enter the Raiffeisen ON application with the secret password, for access to Raiffeisen Assisted Support Service 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 Raiffeisen Assisted Support 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 Raiffeisen Assisted Support Service 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 Raiffeisen Assisted Support 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 Raiffeisen Assisted Support Service platform. In case of suspicion of compromising or misusing the device through which the customer logs in / connects to Raiffeisen Assisted Support Service 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.

4.9 Unless a different retention period is required or permitted by applicable law, regulatory obligations, audit, dispute resolution, internal compliance or record-keeping requirements, data processed through Online Banker will be stored for a period of 1 month.

 

V. RAIA VIRTUAL ASSISTANT SERVICE

5.1 RAIA is Raiffeisen Bank’s virtual assistant, an artificial intelligence-based service that may be made available to the Client through Raiffeisen ON.

5.2 RAIA is intended to provide automated support, information and guidance in relation to banking products and services, frequently asked questions, use of digital banking channels, general service information, application guidance and other functionalities that may be enabled by the Bank from time to time.

5.3 When using RAIA, the Client understands that he/she may be interacting with an automated artificial intelligence system and not with a human representative of the Bank. RAIA generates responses automatically based on available information, databases, algorithms, probability-based processing and other technical mechanisms used to provide relevant answers.

5.4 Although the Bank aims to provide accurate, useful and updated information through RAIA, the responses generated by RAIA may be incorrect, incomplete, outdated or unsuitable for the Client’s specific situation. Therefore, information provided by RAIA should not be considered final, binding or personalized advice from the Bank.

5.5 RAIA does not provide financial, legal, tax, investment or other professional advice. Any information provided by RAIA should not be treated as a recommendation, approval, endorsement, offer, contractual commitment or final decision by the Bank.

5.6 The Client should not rely only on RAIA for important banking, financial, legal, tax, investment or contractual decisions. If the Client needs further clarification, personalized assistance or confirmation, the Client may request support from the Contact Center, Online Banker, dedicated banker or another authorized representative of the Bank.

5.7 The Client is advised not to share unnecessary personal data, sensitive information, confidential documents, passwords, security credentials, card details, authentication elements or any other information that is not required for the relevant interaction with RAIA.

5.8 During the use of RAIA, the Bank may process data such as messages written by the Client, selected topics, communication content, contact details if voluntarily provided by the Client, technical and usage information, conversation history, logs and other information necessary to provide, improve, secure and monitor the service.

5.9 Data processed through RAIA may be used for the following purposes: providing automated assistance, responding to
Client questions, improving the quality and accuracy of the service, identifying frequently requested topics, supporting escalation to human representatives where needed, ensuring security and proper functioning of the service, reporting, audit, compliance, record-keeping and other lawful purposes connected with the service.

5.10 Data exchanged through RAIA may be transferred from the digital channel used by the Client to the chatbot platform, to reporting and logging tools, and, where the conversation is escalated, to Contact Center agents, Online Banker, dedicated banker or other authorized representatives of the Bank.

5.11 Unless a different retention period is required or permitted by applicable law, regulatory obligations, audit, dispute
resolution, internal compliance or record-keeping requirements, data processed through RAIA will be stored for a period of 5 years.

5.12 RAIA process personal data such as personal ID, account number, and other numeric data in a pseudonymized manner.

5.13 The Bank reserves the right to modify, restrict, suspend or discontinue RAIA or any of its functionalities at any
time, in accordance with applicable law and the Bank’s internal procedures.

5.14 The Client must not use RAIA for unlawful, abusive, discriminatory, misleading, harmful, unethical or unauthorized purposes. The Client must not attempt to manipulate, disrupt, bypass or interfere with the protective mechanisms, security controls, programmed integrity parameters or proper functioning of RAIA, the Bank’s systems or related platforms.

5.15 The Bank reserves the right to restrict or terminate access to RAIA for any Client who violates these Terms and Conditions, misuses the service or attempts to compromise the security, integrity or proper functioning of RAIA or related Bank systems.

 

VI. RIGHTS AND OBLIGATIONS OF THE BANK

6.1 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 platformwill be impossible to access from Client.

6.2 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.

6.3 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.

6.4 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.

6.5 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 Raiffeisen Assisted Support Service.

6.6 Bank is obliged to suspend temporarily or terminate the service if the Client deposits a request for this purpose.

 

VII. ASSISTANCE TO THE CLIENT

7.1 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.

7.2 The Bank is obliged to respond and solve the problem within a reasonable time and to inform the Client.

 

VIII. TERMINATION OF THE SERVICE

8.1 The Bank has the right to terminate the client's access to the Raiffeisen Assisted Support Service, in case of violation of the Terms of Service by the Client. Termination of the servicewill be notified to the customer through the Raiffeisen Assisted Support Service platform.

8.2 If the Customer wishes to terminate the usage of the Raiffeisen Assisted Support Service, he has the right to terminate the use of the Service at any time and notify the Bank: a) through the Raiffeisen Assisted Support Service platform or b) via the e-mail address he/she has given to the bank to be contacted.

 

IX. PERSONAL DATA PROTECTION

9.1 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 the protection 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-us/footer-pages/Personal-Data-Protection.html.

9.2 Personal data processed by the Raiffeisen Assisted Support Service.

The Raiffeisen Assisted Support Service collects and processes the personal data of users, who accesses the mobile 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. Users of this service are personally responsible for all the self-declared and submitted data by them. During the usage of the service, the Bank is not responsible for the accuracy, veracity, legality or appropriateness of any data or information published and submitted by users. 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 mobile 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

9.3 Diffusion of personal data to third parties 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.

 

X. JURISDICTION

10.1 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.

 

XI. CHANGING TERMS & CONDITIONS

11.1 The Bank reserves the right to amend the Terms & Conditions. When amended, the Bank will notify the customer through the Raiffeisen Assisted Support Service for at least 15 days (about 2 weeks) before they become applicable.

 

XII. ACCEPTANCE OF TERMS & CONDITIONS

12.1 By accepting these terms online, the Client confirms that he/she is familiar with these Terms and Conditions and has accepted them. The Client also confirms that he/she understands and accepts that the Service may include interaction with RAIA, Raiffeisen Bank’s virtual assistant, which is an artificial intelligence-based service. The Client understands that RAIA may generate automated responses, that such responses may be incorrect, incomplete, outdated or unsuitable for the Client’s specific situation, and that RAIA does not provide financial, legal, tax, investment or other professional advice. The Client understands that, where needed, he/she may request support from the Contact Center, Online Banker, dedicated banker or another authorized representative of the Bank.

The Client also agrees that personal data may be processed for the purpose of providing RAIA, Online Banker and related support services, as described in these Terms and Conditions.

 

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.