GENERAL TERMS AND CONDITIONS ON THE ISSUING AND SERVICING OF BANK PAYMENT CARDS OF CIBANK JSC TO LEGAL ENTITIES

Transcription

1 GENERAL TERMS AND CONDITIONS ON THE ISSUING AND SERVICING OF BANK PAYMENT CARDS OF CIBANK JSC TO LEGAL ENTITIES І. GENERAL PROVISIONS 1. These General Terms and Conditions have for subject the regulation of relations between CIBANK JSC, hereinafter referred to as the Bank, registered at the Trade Register with the Registry Agency with UIC , with seat in the city of Sofia, address of management 1, Tsar Boris III Blvd., and internet address with regulating authority BNB, Bank Supervision Division, a legal entity, a user of payment services (hereinafter referred to as Holder) and a physical person, an authorized user of payment services (hereinafter referred to as a Card Holder) when issuing and servicing a bank payment card (payment card/card). ІІ. ISSUE AND USE OF A BANK PAYMENT CARD 2. A payment card is a type of a payment instrument on which information has been recorded electronically and which is used many times for identification of the Card Holder to whom the card has been issued, and grants remote access to the funds in a bank account and/or a credit limit determined in advance and agreed between the Holder and the Bank. 3. The card is owned by CIBANK JSC as an issuer. 4. The card is used only personally by the Card Holder with abiding to these General Terms and Conditions and may not be yielded over. 5. The card is issued for a certain time period and the validity period of the card is written in MM/YY (month/year) format on the face of the card and it expires on the last calendar day of the stated month. 6. CIBANK JSC issues the following card types: 6.1. international debit cards Visa Business Electron, Debit MasterCard Business PayPass for local and foreign legal entities under the following terms and conditions: Presenting a Request for Card Issuing (a template) which includes written consent with these General Terms and Conditions; A current account (CA) opened to the Holder s name in national currency (BGN), euro (EUR) or US dollars (USD); These General Terms and Conditions have the power of a Contract for the Issue of a Bank Payment Card and become effective for the parties from the day of their acceptance in writing by the Holder and the Card Holder through a submitted Request for Card Issuing in writing revolving company credit card with grace period, MasterCard Business PayPass, under the following terms and conditions: Presenting a Request for Card Issuing (a template) which includes written consent with these General Terms and Conditions; A current account (CA) opened to the Holder s name in national currency (BGN); Signing a Contract for Granting Credit Limit on a Revolving Company Credit Card with Grace Period. 7. According to the way of forming the available funds the bank cards issued by the Bank are with: available funds based on the real balance in the CA; available funds based on an overdraft loan granted for the CA. The amount, conditions and collateral on the overdraft loan are settled in a separate Overdraft Loan Contract; available funds based on granted revolving loan which can be utilized only through a card. The amount, conditions and collateral on the loan are settled in a Contract for Granting a Credit Limit on a Revolving Company Credit Card with Grace Period. 8. The Bank issues cards on power of attorney based on an explicit power of attorney certified by a notary office and with specified right of the attorney to conclude the necessary contracts for issuing a card, to open the necessary bank accounts to the name of the principal and to establish any necessary collateral. 9. The card is received personally by the Card Holder or based on an explicit power of attorney certified by a notary office with specified right of the attorney to receive the issued card. 10. Access to the account/credit limit is realized through all ATM and POS terminal devices in Bulgaria and/or abroad installed in banks and commercial sites and bearing the respective trade mark written on the card. 11. The following operations can be made with the card: drawing money in cash through ATM terminal devices; payment of goods and services and receiving money in cash through POS terminal devices; payment of goods and services as well as transfer between accounts through POS virtual terminal devices; payment of services through ATM terminal devices in the country; reporting and other payment and non-payment operations; reporting and payment operations via a platform for secure mobile payments managed by BORIKA-BANKSERVICE AD and called mobb. contactless payment of goods and services with cards bearing the MasterCard PayPass logo. 12. On-line transactions can be performed with all issued cards where each card operation is approved by the authorization system of the BORIKA-BANKSERVICE AD operator (BOBS) to which the terminal device used to make the transaction is connected via telecommunication environment. 13. Off-line transactions can be performed with MasterCard Business paypass cards where no approval is required by BOBS and/or the issuer CIBANK up to limits specified by the respective international card organization (ICO). For transactions in off-line mode exceeding of the available funds or credit limit may be allowed. 14. Contactless payments can be performed with MasterCard Business PayPass and Debit MasterCard Business PayPass cards on POS terminal devices marked with a respective sign of the PayPass service through getting the card close to a special contactless reader without putting/sliding the card into/through the POS terminal device. 15. Contactless payments are performed: on the territory of Bulgaria within the limit set by the international card organizations (ICO) and the Bank they are performed in off-line mode without entering a PIN code and/or placing a signature on the document for the performed operation. outside the territory of the country they are performed within a limit for the respective country approved by ICO and the bank servicing the terminal device in off-line mode without entering a PIN code and/or placing a signature on the document for the performed operation. above the limit approved by ICO and the Bank for the respective country they are performed either in a contactless way in on-line mode or in contact way (by putting/sliding the card into/through the POS terminal device) according to the requirements valid in the respective country. In both cases payment is made with the entry of a correct PIN code and/or placing a signature on the document for the performed operation. 16. The Holder pays fees and commissions for the issue and servicing of the card in accordance with the Bank s Tariff. 17. If the currency of the account on which the card has been issued is different from the currency in which the transaction has been performed the amounts are exchanged on a reference rate of MasterCard Inc. for transactions with MasterCard cards or of Visa Europe for transactions with Visa Business Electron cards as of the date on which the transaction has been accepted for settlement by the respective payment system. 18. All payment operations are limited by individual limits for one transaction totally for 24 hours and totally for 7 days, as well as by maximum number of operations for card use for 24 hours and for 7 days. The limits are specified in CIBANK s Tariff and its annexes (the Tariff) unless the parties have agreed otherwise. Page 1 of 5

2 19. All operations connected with the use of cards are automatically registered in chronological order in accordance with the operational rights of the respective payment system through certain procedures and technical means which allow for secure storage and precise duplication of information and exclude the possibility of its subsequent amendment. 20. The card is issued along with a four-digit Personal Identification Number (PIN) which is unique and known only to the Card Holder. 21. The payment card and a letter with PIN are issued within five (5) business days for the branches and offices in the city of Sofia, and within seven (7) business days for the offices in the country counting from the first business day after the date of submitting the Request for Card Issuing. 22. At request of the client cards can be issued expressly within three (3) business days for the offices in the city of Sofia and within four (4) business days for the offices in the country. The Holder pays an additional fee for the express issuing in accordance 23. PIN of the Card Holder is a strictly personal, four-digit code to be entered via the keyboard of the ATM or electronic POS terminal equipped with a special device for PIN entering, and serves as proof of the card holder s identity for PIN-based transactions. 24. By receiving a card and PIN the Card Holder bears full responsibility for their safekeeping. 25. When receiving the envelope with PIN and the card the Card Holder examines if the number printed on the face side of the card corresponds with the number specified in the PIN envelope. In case of correspondence the Card Holder puts a signature on the back side of the card on the signature field in the presence of a Bank employee and confirms the receipt of the card and PIN with a signature on the special designated place on the Request. In case of non-correspondence CIBANK issues a new PIN at its expense within three (3) business days for the offices in the city of Sofia and within four (4) business days for the offices in the country. 26. The card and the PIN envelope are stored in a Bank office within three (3) months of their issuing. If they are not received by he Card Holder/Holder within this time period they may be destroyed. 27. Prior to the expiry of the card s validity term the Bank can reissue it automatically or after depositing a written request for card reissuing to a Bank s office. The request needs to be deposited not later than ten (10) days before the expiry of the validity date. The Bank can refuse reissuing of the card without specifying its reasons. 28. Prior to the expiry of the card s validity date and in case of approved request for reissuing the Card Holder can receive his/her new card by returning the old one which is destroyed. In case a card is not returned the Card Holder must pay a fee in accordance with the Tariff. 29. The Card Holder can perform operations with the card at latest up to four (4) business hours from receiving a PIN and a card. 30. Cards have a special three-digit number called CVC2 for MasterCard or CVV for Visa the last three digits printed onto or near the signature band on the back of the card. This code is used to prove the identity of the Card Holder in case of transactions without the presence of the card. The code is unique for each card. The Card Holder is obliged to keep secret his/her CVC2/CVV code and the number of his/her card. 31. The Card Holder can perform transactions with the card up to the amount of the available funds which is determined in the following way: for cards based on the actual balance (own funds) and/or granted overdraft loan the available funds are determined as a sum of the own funds in the account increased by the granted unutilized overdraft amount and decreased by blocked amounts and the obligatory minimum amount specified in the Tariff. for cards based on credit limit on a revolving loan the granted unutilized limit. 32. Payment operations with the card are allowed after giving consent and identifying the Card Holder s identity in one of the following ways: for ATM transactions through entering a PIN; for POS transactions through placing a signature on the POS terminal receipt and/or entering a PIN; for payments without the card s physical presence for orders via post/phone through entering the CVC2/CVV code; for payments without the card s physical presence for payment of goods and services at internet traders: - for traders who do not support 3D Secure protocol known under the trade mark Verified by Visa or MasterCard Secure Code the card number, the validity date, a three-digit code printed on the back of the card (Card Verification Value (CVV) or Card Verification Code (CVC)). - for traders who support 3D Secure protocol known under the trade mark Verified by Visa or MasterCard Secure Code the card number, the validity date, a three-digit code printed on the back of the card (Card Verification Value (CVV) or Card Verification Code (CVC)) and a 3-D secret code entered when using the Secure internet payments service with a payment card of CIBANK JSC, an integral part of these General Terms and Conditions; When using the mob platform of the BOBS Operator the payment is performed by a code for payment (CFP) generated by the mob system. The CFP is a one-time unique digit code with specified time validity. The generating and use of the CFP are in accordance with the General Terms and Conditions for Use of the mob service ( In case of payments with paypass cards up to the limit allowed by the issuer without entering a PIN and/or placing a signature on the document for the performed operation. 33. When performing transactions with the card the Card Holder may be invited to identify him/herself via an identification document. 34. If a Card Holder enters a wrong PIN three consecutive times the use of the card for PIN based transactions is blocked automatically. In case of subsequent use of an ATM the card may be withheld by the device. 35. If the Card Holder forgets his/her PIN, in case of a request in writing by the Card Holder, the Bank will issue a new PIN within the time period specified in item 21, for which the Holder will pay a fee in accordance ІII. OPENING AND HANDLING A CA 36. In order to perform operations with cards with own funds the Bank opens a current account (CA) to the Holder which may be used for any types of payments. 37. In order to perform operations with MasterCard Business PayPass revolving credit cards the Bank opens a separate current account (CA) to the Holder which may be used for any types of payments and servicing the credit limit. 38. In case of depositing a Request for Card Issuing the Holder is obliged to deposit a certain minimum amount specified by the Bank which includes the obligatory minimum balance and other fees in accordance 39. The Bank prepares a statement for the operations on the current account and presents them to the Holder in a way and for a period stipulated in the Current Account Contract. 40. The current account is replenished in the following ways: through cash installments at a teller s desk in the Bank; through internal bank transfers; through transfers from other banks (in the country and abroad). 41. The funds on the current account accrue interest on an interest rate in accordance 42. The current account is closed in case of terminating contract relations but not earlier than fourteen (14) days for Visa Business Electron cards, Debit MasterCard Business PayPass cards, and thirty (30) days for MasterCard Business PayPass cards from occurring of the reason for that. During this period the current account funds are blocked for facing any waiting, i.e. performed or future payments. After the expiry of the specified period and after charging all fees, Page 2 of 5

3 commissions and other charges due for payment by the Holder from the CA the remainder on the account: accrues interest and is paid out at a teller s desk; is transferred to another account specified by the Holder. IV. ISSUING OF ADDITIONAL CARDS 43. The Bank issues additional payment cards at request of the Holder on the current account under the following conditions: a request deposited by the Holder after a template form for the issuing of an additional card to the name of a person specified by the Holder with specified limits for the use of the additional card; All payment operations specified in item 11 can be performed with the additional card; The CA Holder is obliged to get the card holders of the additional cards acquainted with the rules for use of the bank card; The limits of the additional cards may be changed only by the CA Holder; The card holder of an additional card has the right: - to block the card if lost or stolen; - to block the card temporarily without specifying any reason for that; - to deactivate the card. 44. The issuing and use of additional cards is completely to the own risk and responsibility of the Holder. 45. For any damages inflicted to the Bank or to third parties on additional bank cards issued by CIBANK JSC the Holder will also bear responsibility. 46. All fees, commissions and other expenses incurred in connection with the use of the cards are paid by the CA Holder. V. RIGHTS AND OBLIGATIONS OF THE HOLDER/CARD HOLDER 47. The Card Holder has the right to draw money from ATM and POS terminal or to perform payment of goods and services to the amount of the available funds, the card s status and the transaction limits. 48. The Card Holder is obliged to change the PIN provided by the Bank with a number known only to him/her through an ATM terminal device serviced by the Bank or by other Bulgarian banks with system operator BORIKA-BANKSERVICE AD. 49. The Card Holder is obliged to keep his/her PIN secret and not to store it together with the card, not to write it on the card, and also to undertake all necessary measures against its disclosure to third parties including when entering the PIN on the keyboard of an ATM or POS. 50. The Card Holder is obliged to use the card only personally. 51. The Card Holder is obliged to use the card with due diligence, to keep it safe, to protect it against mechanical damages, magnetic and electromagnetic influences. 52. The Holder has the right of issuing a total of ten (10) payment cards of all types issued in the Bank. 53. The Holder is obliged to notify the Bank immediately after gaining knowledge about: Destruction, loss, theft, acquisition or unauthorized use of the payment card, as well as learning the PIN by a third party; Performing an operation with the payment card which is not approved by the Card Holder; Error or irregularity in keeping the account by the Bank discovered by the Holder. 54. The Card Holder can notify the Bank concerning any of the circumstances listed in the previous Article on telephone nr. 02/ Notification about destruction, loss, theft, taking away, forging or any other unauthorized use of the card, as well as learning the PIN by a third person can be made also through the system operator BORIKA-BANKSERVICE AD at an time on telephone nr. 02/ and it is valid only if the Card Holder gives the card number and his/her personal ID number. 55. The notification in the previous Article is made via phone or fax, or in writing in the Bank s offices. In case the notification is made on the phone or fax, the Card Holder is obliged to present to the Bank within three (3) business days a confirmation in writing by filling in a Request to block the card in a Bank s office and stating the reasons for that. 56. The Holder has the right to request in writing the issuing of a new card within the time period specified in item 21 and in the following cases: destruction or damage of the card; loss, theft or in another way taking the card away. Prior to receiving the new card the Card Holder returns the old one (when this is possible) which is then destroyed in his/her presence. The new card is paid for in accordance 57. The Holder/Card Holder is obliged to return his/her card to the Issuer within one month from the expiry date of the validity term, respectively from the date of early contract termination. In cases of non-performance or delay the Bank has the right to withhold a charge in accordance 58. The Holder gives consent that CIBANK JSC will provide the system operator BORIKA-BANKSERVICE AD, MasterCard Inc. and Visa Europe with information about the card parameters, the coverage amount and the card limits. 59. The Holder/Card Holder has the right to challenge the data on performed card operations from the account statement by filling in a reclamation form and deposit it in a Bank office within thirty (30) days from the date of preparation of the statement in which falls the challenged operation made with the payment card. In case the data in the statement are not challenged within the stipulated timeframe they are considered to be approved by the Card Holder. Failure to receive a statement is not a reason to prolong the time period. 60. In case the Bank receives a reclamation form by the Holder/Card Holder the Bank undertakes a procedure to establish the authenticity of the operation(s) and the correct use of the bank card, including its personalized protection properties. The claims under item 59 are considered in accordance with the procedure and timeframes set by the international card organizations MasterCard Inc. and Visa Europe. 61. In case the Card Holder claims that he/she has not authorized a certain payment operation the Bank reimburses the challenged amount within twenty-one (21) days. 62. In case when completing the procedure on establishing the operation s authenticity it is established that the challenge is groundless: The Holder pays for all expenses on the challenge; The Holder pays a fee for groundless claim in accordance with the Tariff; The amount reimbursed under item 61 is debited from the Holder s account. In case the funds are insufficient at the moment of debiting the Bank has the right to form a debt in the form of a nongranted overdraft loan charged with interest rate in accordance with the Tariff. 63. The Holder suffers the losses connected with all unauthorized payment operations stemming from the use of a lost, stolen or illegally acquired card when the Card Holder failed to keep secure the personalized protection features of the card. 64. The Holder suffers all losses connected with unauthorized payment operations if he/she or the Card Holder caused them through fraud or failure to perform one or more of his/her obligations intentionally or due to gross negligence. 65. The Holder does not suffer any property damages stemming from the use of a lost, stolen or illegally acquired bank card for on-line authorized transactions performed four (4) hours after the notification in accordance with item 55 except in cases where the Holder or the Card Holder have acted through fraud. 66. If the Holder/Card Holder allows the amount of the funds used through the card to exceed the available funds the Bank opens ex officio a loan account to the Card Holder which is treated as a utilized Page 3 of 5

4 non-granted overdraft loan and is charged with an interest rate for the respective currency in accordance From this moment on the payables of the Holder/Card Holder are immediately called and the Bank may block the Card ex officio and at its discretion in a specific case it may announce it in an electronic stop-list. The Holder is obliged to cover all costs of the Bank incurred from blocking the Card. 67. In the cases of item 66 the Holder provides explicit consent for ex officio collection of the Holder s payables to the Bank based on which the Bank can collect due amounts and debit ex officio the Holder s bank accounts (current accounts, deposit accounts, etc.) in national and foreign currency with CIBANK, including, when necessary, through the purchase and converting it with the Bank s exchange rate on the date of the operation with the right to terminate term deposits of the Holder before their maturity date with the consequent negative effects regarding the deposit interest stipulated in the deposit contract. After paying out the due amounts the remainder of the deposit funds accrues interest at the rate in effect at that moment for a current account. The Holder gives the Bank the right to determine the sequence of paying out the Holder s due amounts to the Bank (including during their ex officio collection) in case they come from two or more credit relations between the Holder and the Bank and the available funds in the Holder s accounts are not sufficient to cover the payables in full. 68. The Holder/Card Holder is obliged to notify immediately the Bank for any changes in the declared data. Otherwise all notifications, invitations and messages sent by the Bank to the known address are considered delivered. 69. The Holder pays all due charges for servicing and use of the payment card in accordance with the Tariff which the Bank collects ex officio from the CA. VІ. RIGHTS AND OBLIGATIONS OF THE BANK 70. The Bank is obliged to perform the operations on the Holder s CA up to the amount of the available funds on it and keeping the requirements of maintaining the defined obligatory minimum amount and the defined limits on the cards serviced from this account. In case the Card Holder allows authorization of operations exceeding the available funds, including for off-line transactions, the Bank has the right to form debt for the exceeded amounts in the form of a nongranted overdraft loan charged with interest rate in accordance with the Tariff. 71. The Bank collects ex officio from the CA the fees and commissions due for payment in accordance In case of insufficient funds the Bank has the right to form debt in the form of a non-granted overdraft loan charged with interest rate in accordance 72. The Bank has the right to change unilaterally the amount of the fees and commissions and the interest rates used for card transactions and it informs the Holder/Card Holder about this on CIBANK s web page and/or by conspicuously displaying the information in the Bank premises at least two months prior to the date when the changes come into effect. 73. The Bank has the right to changes the limits and parameters connected with the use of the payment card. 74. The Bank is obliged to accrue interest on the CA funds by an interest rate defined in the Tariff. 75. The Bank is obliged to keep the bank secret regarding the Holder s funds in the account. The Bank has the right to provide information about the CA funds only after explicit consent of the Holder in writing or in accordance with the procedures imposed by law 76. The Bank provides the system operator BORIKA- BANKSERVICE AD and MasterCard Inc. and Visa Europe with information about the status of the Holder s CA as well as the parameters and limits of the cards serviced by the account. 77. The Bank is obliged to provide the Card Holder with the possibility to make a notification about loss, theft, taking away in another way, forging or using the card in an illegal way in the way stipulated in item In the case of the previous point the Bank is obliged to block on-line operations with the Card within 4 hours after receiving the confirmation of the Card Holder under item 55 and to notify the system operator BORIKA-BANKSERVICE AD to refuse to authorize payments with the card. 79. The Bank has the right to satisfy itself ex officio, without court interference, from all accounts of the Holder with the Bank in order to cover the Holder s payables on issued payment cards. VII. ACTIVATION, BLOCKING, UNBLOCKING, DEACTIVATION 80. Activation of a payment card is its entry into on-line mode for performing transactions with it. 81. Blocking temporary prohibition for use of the card in on-line mode. Reasons for blocking the card by the Bank can be: loss, theft, taking away in another way, forging or using the card in another unauthorized way the Card Holder submits a message via phone, fax, followed by a request in writing submitted personally to the Bank confirmation for blocking the card; imposing distraint on CA the Bank can perform blocking on the cards serviced from this account; a card held by an ATM machine; order by the Card Holder/Holder; desire of the CA holder for all/some cards serviced from the account in case of written request about this; incorrect use of the card three wrong attempts to enter a PIN or a card forgotten in the ATM machine, etc.; violation of these General Terms and Conditions by the Holder/Card Holder; doubts connected with the card s security; doubt for unauthorized use of the card; use of the card for the purpose of fraud; considerably increased risk that the Holder is not in condition to fulfill the payment obligation for cards with granted credit limit/overdraft loan. 82. The Bank informs the Card Holder about blocking the card and about the reasons that led to the blocking unless providing such information is not allowed because of security reasons or in view of keeping legal requirements preventing the informing of the Holder. 83. In order to effectively block the card for off-line transactions it must be included in international electronic stop-lists. This is done through MasterCard Inc. or Visa Europe up to ten (10) business days after receiving a written request by the Holder to be included in the international stop-list for which the Holder is charged in accordance 84. The card remains blocked until the expiry of its validity term unless the reason for that no longer applies. 85. The Holder is charged for blocking the card in accordance 86. Unblocking (normalization) of a payment card allowing to perform operations with the card after the reason for blocking no longer applies. 87. The Bank unblocks (normalizes) the card within four (4) working hours after receiving a request in writing by the Holder for unblocking in CIBANK s offices. 88. The CA Holder is charged for each unblocking (normalization) of the card in accordance 89. Deactivation of a payment card is a final prohibition to perform operations with the card. Reason for deactivation is:: expiry of the card s validity period; termination of the Contract on issuing and servicing the card; loss, theft, mechanical damage or destruction of the card as a result of written request deposited with the Bank; by decision of the Bank. Page 4 of 5

5 VIII. RESPONSIBILITIES 90. The Holder is responsible for all payables stemming from the card s use. The Bank does not follow the legitimacy of transactions unless stipulated otherwise in a legislative act. In case of failure to perform the obligations to the Bank in relation with using the card the Holder can make no objections based on the Holder s relations with third parties. 91. The Holder/Card Holder agrees that the Bank will consider each contactless payment performed in off-line mode as allowed by the Holder/Card Holder and the Bank will perform it by debiting the card account with the payment amount. 92. If the Card is used illegally by a person different from the Card Holder and this illegal use has not been caused by any act of omission or commission of the Card Holder then the liability for the damage is borne in accordance with the legislation in force in the country. 93. The Holder/Card Holder does not have the right to require of the Bank reimbursement of card transactions challenged by him/her if he/she failed to keep his/her obligations or if payment of funds was made because of intent or gross negligence of the Holder/Card Holder. 94. The Bank does not bear responsibility for the refusal of approval of card payments if the notification for destruction, loss, theft, forgery or use of the card in any other illegal way is incorrect. 95. The Bank does not bear responsibility in case of refusal to perform the card operation in case of insufficient available funds on the card of the Card Holder. 96. The Bank is not liable in case of unsubstantiated refusal by third parties to accept payments with the card or if the initiated payment cannot be performed with the card due to technical, communication or other reasons outside the Bank s control scope. 97. The Bank does not bear responsibility for unreleased amount by a trader accepting payments with payment cards initiated and approved by the Card Holder and reserved for future payments. IХ.TERMINATION 98. The contract relation for issuing and servicing the card is considered terminated in the following cases: with the expiry of the card s validity period in case of lack of automatic reissuing and deposited request for issuing a new card; with termination of the current account contract unilaterally by the Holder through request for closing a card with one month advance notification for contract termination counting from its depositing with the Bank; unilaterally by the Bank if a Holder/Card Holder fails to appear to receive a new Card within three (3) months after the expiration of the validity period for the old card or in case of breaching the contract or these General Terms and Conditions by the Holder/Card Holder; in case of death or putting the Holder/Card Holder under prohibition; in other cases stipulated by law or the Bank s internal regulations. 99. Disposal with the amounts in the CA is allowed under the terms and conditions stipulated in item In case that at the time of submitting a request for closing a card by the Holder/Card Holder there is a procedure under item 60 which has not been completed the contractual relations are terminated after completing the procedure. Х. SETTLING DISPUTES 101. In case of legal interest the Holder has the right to deposit a request with the Bank to settle a dispute which has occurred concerning the performance of operations on the CA and the use of the payment card outside the cases of challenging a transaction before MasterCard Inc. or Visa Europe The request must contain the full name of the Holder, correspondence address, telephone number, claim toward the Bank, statement of the circumstances on which the request is based, list of documents if such are enclosed, signature of the Holder/Card Holder The Bank is obliged to notify the Holder/Card Holder in writing about its decision on each deposited objection within seven (7) days from its deposition in a Bank s office in a way agreed between the parties during the submission of the request If the Bank fails to deliver its decision within the time period, or when the decision does not satisfy the Card Holder, the dispute can be brought for review before a Payment Dispute Conciliation Committee For review of a request deposited with the Bank concerning a dispute the Holder/Card Holder deposits a fee in accordance with the Tariff, as well as undertakes the expenses for reports and examinations of other banks issuers of electronic payment instruments and participants in card payments. ХІ. SUPPLEMENTARY PROVISIONS 106. The Bank has the right to change unilaterally these General Terms and Conditions and the Tariff and its annexes for which it notifies the Client on the web page of CIBANK and displays information conspicuously in its bank premises at least two months prior to the date when the changes come into effect The respective applicable provisions of the Bulgarian legislation and the rules of MasterCard Inc. and Visa Europe will be applied for any issues unsettled in these General Terms and Conditions. These General Terms and Conditions have been confirmed by the Management Board of CIBANK with Minutes Nr. 44 dated , amended by Minutes Nr. 24 dated in force from ; Amended by a decision of the Management Board with Minutes Nr. 9 dated in force from for new customers and for existing customers from ; Amended with decision of the Management Board with Minutes Nr. 41 dated in force from ; Amended with decision of the Management Board with Minutes Nr.1/ in force from ; Amended with decision of the Management Board with Minutes Nr. 13 dated in force from for existing clients the change in Article 98 becomes effective from Page 5 of 5