Please refer to the Key Fact Statements including Fees and Limits: Click here
Thanks for choosing du Pay™. In this agreement, you will find important information about the services you will receive from us and the terms and conditions that govern these services. These terms are set out in detail below, but you must also check our website for extra terms and conditions (including relating to pricing) that could apply to a particular service, plan, offer or promotion. You can find this agreement on du Pay application, our website or ask customer care to send you a copy. It’s important that you read and understand the full terms before agreeing to use our services, as they contain some important information, including the following:
• Duration of your agreement: The length of time your agreement with us will be in effect and the conditions under which it may be extended.
• your use of the du Pay debit card.
• Adjustments to charges: The circumstances under which we may modify your charges and the manner in which such modifications will be communicated and implemented.
• Service provision: What you can anticipate from us in terms of service provision, including the security, reliability, and availability of our services.
• Your responsibilities: Your obligations and responsibilities as a user of our services, including adherence to our instructions, usage policies and any applicable laws and regulations.
• Data usage and privacy: How we collect, use, store, and protect your personal and financial information, and under what circumstances we might share this information with third parties.
• Compliance and regulatory adherence: How we comply with the regulations that apply to our services, including the SVF, the WPS, the RPSCS and the consumer protection regulations and standards to ensure the security and legality of our services. The Service Provider is a CBUAE regulated entity and is required to adhere to the regulations thereof, including the WPS.
• Dispute resolution: The mechanisms in place for resolving any disputes or disagreements that may arise between you and us.
• Changes to terms: The manner in which we may update or modify these terms and conditions and how we will notify you of any changes.
• Access and Use of Funds: The terms under which you can access and utilize funds through our account on du Pay application, including any limits or restrictions that may apply.
• Security and unauthorized transactions: How we safeguard your account and the steps you should take to protect your account information, as well as the procedures for reporting unauthorized transactions or security breaches.
Your understanding and agreement to these terms ensure a seamless and secure experience with du Pay.
Your consumer services agreement in full
1. Terms which we use in this agreement
We use the following terms in this agreement. Where these terms are used, they appear in bold font.
You or your means the person, as an individual or as an Employee, listed as our customer on the application form.
We, our or us means EITC Financial Services LLC who owns and operates du Pay,
Agreement means this agreement which is made up of the following documents:
a) The general terms set out in clauses 1 to 18 of this agreement;
b) The application form; and
c) The Privacy Notice.
Account means the electronic account associated with your du Pay.
Agent means the third party providing or participating in the provision of the du Pay services to you on our behalf.
APIs mean application programming interface.
Applicable law means any reference to any legislative provisions, all statutes, by-laws, regulations, orders, regulatory policies (including any requirement or notice of any regulatory body), or industry code of practice, rule of court or directives, delegated or subordinate legislation in force from time to time.
Application form refers to a form accessible on the du Pay application, where you must fill in your personal information and any additional information that may be required in order to apply for the du Pay services, and thereafter any other application form that we may request you to complete from time to time in order to avail any additional facilities made available by us under the services.
Payment Scheme means the payment network that process card payments globally.
CBUAE means the Central Bank of the UAE.
Circumstances outside our control means something we have no control over, such as a natural disaster, an uprising against an authority or the government, civil disorder, war or military operations, national or local emergency, damage to cables, terrorist acts, industrial disputes or action including lockout, partial or total strikes or other unrest within our workforce, epidemic, transport methods or supplies being blocked, earthquake, fire, storm, lightning, explosion, flood, water damage, land subsidence, severe weather, gas or electricity supplies being unavailable or restricted, action any other person (including any telecommunications operator) takes or fails to take if neither we nor you are responsible for that person, action any regulator or government agency takes or fails to take or restrictions which they set, action that is necessary to meet a legal obligation, or any other circumstance outside your or our control.
Charges means any charges you will pay us under this agreement as provided to you under the Help and Support section on the du Pay application.
Code of practice means our code of practice.
Confidential means du pay account or other information relating to you, being identifiable, either from the confidential information, or from the confidential information in conjunction with other information that is in, or likely to come into possession of a person or organisation that is granted access to the confidential information.
Content means any digitally stored and transmitted information and material, including text, pictures, images, audio, video, games, graphics or software, services incorporating any of these, or trademarks and domain names contained in such information or material.
Credentials means the authentication criteria we use to verify your identity and your access to the du pay application and your use of the du Pay services.
Customer care means one of our customer-care channels established by us to receive, investigate and resolve your queries and complaints in relation to the du Pay services and that you can reach by dialing 800 DU PAY or sending an email at customercare@dupay.ae. More details are available on the du Pay application under the Help & Support section or our website.
Customer means you or any other registered and approved person that holds an account for the du Pay service.
Data means personal, payment and confidential information.
Debit card means the (i) physical card that we will issue for you in connection with your account and that will allow you to benefit from the du Pay services, and (ii)the digital card which is the digital version of your debit card that you will store on your mobile device.
Digital Channels means: (i) our website made available by or on our behalf from time to time, including the website available at https://dupay.ae; and (ii) the du Pay application.
du Pay means the mobile wallet solution owned and operated by us, consisting of a stored value account used to carry out payments and transfer funds and related products and services.
du Pay application means the du Pay mobile application made available by or on our behalf.
du Pay service or service mean all services (such as electronic payment services, processing of transactions, local and international money transfer) offered by us or by the agents on our behalf to you in connection with du Pay and in accordance with the applicable law.
Employee means any person (Customer) receiving remuneration for any kind of work performed in the UAE and thereby in the services of an Employer.
Employer means any natural or juridical person employing one or more Employee in consideration of monetary remuneration provided for through du Pay.
Goods and Services means any product or service that you may purchase from merchants (including payment of bills from utilities or other service providers, or purchase of du mobile phone prepaid calling credit) where payment for such product or service is made through your account, your debit card and the services.
Incentive means a financial or non-financial benefit that we may provide to you for a specific activity and for a period of time that we will communicate to you. For clarity, the incentive and specific activity that we may decide on, will be subject to additional terms and conditions available on our website and/or in the help and support section of the mobile application.
Identifier means a telephone number, a domain name, an email address or similar.
KYC means know your customer.
Participating merchant or Merchant means a third party retailer with whom we have entered into a merchant agreement and who accepts payment through du Pay application and the debit card.
Merchant Agreement means an agreement pursuant to which a merchant agrees to accept payment for goods and services through du Pay Service.
Mobile device means a mobile phone that allows access to the du Pay service through a registered SIM card, via a du Pay application on any operating system.
Our website means www.dupay.ae.
Payment data means any information related to you including your financial data and excluding your personal data/information.
Payment Method means each method of paying for a transaction that is offered by us as part of the du Pay services, including (as may be made available by us) (i) using stored value credited to your account to pay for a transaction; (ii) using funds from your debit card to pay for a transaction or increase the stored value in your account.
Personal data/information means any personal information relating to you. It includes, but is not limited to, your name, address, bank account details, ID details (passport or Emirates ID), credit card details, service usage details, call records, message records, account status, payment history and credit rating, and any information we get as a result of you using the services.
Processing, processes and processed means an activity that involves the use of personal and confidential data.
RPSCS means the CBUAE’s Retail Payment Services and Card Schemes Regulation dated 6/6/2021.
Service(s) means as defined under article 3.
Service start date means the date that you can start using the services.
Service Provider means the provider Bank in the UAE who facilitates the Employer’s salary transfer transaction into the Employee’s du Pay wallet.
Security PIN code means your unique personal identification number made available by us to you to access and operate your account.
SIM card means your identity module which enables you to use the du Pay services when used with your mobile device and du Pay application.
SVF Regulation means the CBUAE’s Stored Value Facility Regulation dated 30/10/2020.
Transaction means (i) any instruction from you to purchase goods and services using the payment methods; (ii) any instruction from you to add stored value into your account using the payment methods; (iii) any instruction from you to transfer stored value held in your Account to the du Pay account of another customer; (iv) any instruction from you to redeem stored value in your account for an equivalent amount of UAE Dirhams paid in cash at du Pay partner locations designated by us, or credited to an account nominated and held by you at a bank licensed by the CBUAE; (v) any Cross-border Fund Transfer Services; provided in partnership with money remittance networks chosen at our choice; and (vi) any other operation which we may permit you to initiate in respect of your account.
UAE means the United Arab Emirates.
VAT means value added tax or any similar tax set from time to time.
WPS means CBUAE’s Rules of the UAE Wages Protection System dated 01/01/2018.
2. How long your agreement lasts
2.1. Start date. This agreement starts on the date you sign, accept or fill in the application form.
2.2. Termination.
a) This agreement remains in effect for as long as you use our services.
b) we may terminate this agreement, at any time and for any reason, by giving you a 60 days' written notice.
c) If we reasonably believe there may be a financial crime, potential fraud, or any of the issues mentioned in clause 10.1 below, you understand that we have the right to immediately close or block your account without prior notice.
d) You may terminate this agreement or request to close your account at any time, and for any reason, by contacting our customer care. We will then freeze or block your account and proceed with the closure process. We will issue you a final closing account statement unless there is a negative balance outstanding or pending transactions in your account or associated with your debit card.
b) When your account cannot be closed because you have an outstanding balance or pending transactions, this must be resolved before the termination becomes effective. If you fail to pay the outstanding balance or complete the pending transaction, we will notify you and initiate our normal payment collection procedures to recover the due amounts.
3. Services
du Pay facilitates regulated financial services accessible to all UAE residents, such as local and international financial transactions, payments for purchases of goods and services, and fund transfers. du Pay allows for the regulated transaction of salary transfers directly into the Employee’s du Pay wallet, upon initiation of transaction by your Employer. For salary transfer transactions, you shall ensure that all information that you provide are correct, accurate, and up to date. Du Pay shall not be responsible for neither accuracy nor correctness of the information that you provide for.
How to order a service:
3.1. Registration. To access our services, you must create an account with du Pay. For this, we will ask you to complete an application form and undergo our KYC process. This involves providing accurate, true, complete and not misleading personal information and valid identification documents as required. You will at all times keep the personal information you have provided to us as part of the service application process or otherwise (including without limitation information about your name, bank account details, residency and immigration status, passport, visa and Emirates ID details and contact information) up to date and will immediately advise us in writing of any changes to any such information. You acknowledge that all information provided to create and maintain an account with du Pay, shall at all time, be accurately correct.
3.2. Verification process. After submitting your registration and KYC documents, we will review and verify the provided information. We reserve the right to accept or refuse your registration, request additional information, ask for further verification or ask you to come in person. Your access to your account and our services will be granted once we have verified your details, completed the KYC process, and approved your registration. You agree that if you don’t provide information as described in clause 3.1 above, we will have the right to reject your request to open an account or suspend or terminate our services and this agreement with immediate effect and ask you to pay us any contractual and other damages that we may incur.
3.3. Account and Services Limitation.
a) Depending on your age, your residency status or the level of identity verification you have provided, we may place limits on which features, functionalities and/or facilities are available to you on the du pay application and/or place limits on your transactions.
b) You understand that the account set up and the services can be used by individuals over the age of 18. In such case, you agree to provide true information about your age, residency status and you will not use any of the services which is not open for use by customers of your age.
c) When we introduce new features, functionalities and/or facilities within the services and you wish to use them, we may ask you to provide additional identity verification documents in person.
3.4. Once the registration process is complete, at your request we will issue you a digital card. You can use the digital card to make contactless and online payments using the available amount in your account. You are also eligible for the physical version of your digital card. At your request, we will issue the physical card to you subject to certain requirements that we may communicate to you. At our choice, we may introduce charges associated with issuing such digital and physical cards. We will inform you about these charges (if any) when you apply for it and in the Help and Support section on the du Pay application.
3.5. Your debit card will expire as per the expiry date mentioned on the card or in du pay app (unless you or we cancel it before as per the terms of this agreement). If there are no issues, we will issue you a replacement card before your existing debit card expires.
4. The services we provide to you
4.1. The account. When the registration process is successfully completed, your account will be activated. This will allow you to use and access the services whether through the du Pay application or the debit card.
4.2. du Pay application. du Pay operates in accordance with the requirements of the CBUAE’s laws and regulations. These requirements are described in this agreement or will be communicated by us to you from time to time. You agree that some of these requirements, are limits to the amounts that can be transacted on your du Pay application and the charges to each transaction which can be updated or amended from time to time for any reason, including the CBUAE’s instructions.
4.3. Transaction Execution.
You may request us to execute a transaction, as part of the du Pay services, using one of the then-available payment methods in accordance with this agreement. We will use reasonable endeavours to complete the transaction you request, always subject to:
(a) Your compliance with this agreement,
(b) the execution of the transaction being compliant with applicable laws, and
(c) the payment methods you designate and the funds required to pay for the transaction are available and authorized at the time the transaction is processed.
4.4. Transaction confirmation. we will issue an electronic confirmation receipt to you through the digital channels to let you know if we accepted or rejected a transaction. You understand that a transaction is successfully completed only when we issue an electronic confirmation receipt to you that the transaction is accepted and successfully completed.
4.5. Rejected transaction. You agree that we have the right to screen any transaction you request and to reject any transaction (a) which we determine at our choice would violate the laws and regulations that apply, or the policies that we or our partners implement to process the transaction you request or (b) if we suspect you are in breach of the agreement, or that fraudulent or illegal activity is taking place. We will not be responsible for a transaction that we reject under this clause. We will provide you with electronic notification of any transaction which is rejected, and where possible, the reasons for such rejection.
4.6. Accepted Transaction. When a transaction is successfully executed, we will provide you with a statement that will comprise the following information (where applicable):
a) reference that helps the individual receiving the amount of a relevant transaction (the beneficiary), to identify the transaction and, where appropriate, you and any information transferred with or related to the transaction;
b) the amount of the transaction in the currency in which the funds are to be received by the beneficiary;
c) the amount of any fees or charges for the transaction payable by you;
d) the currency exchange rate used in the transaction; and
e) the date on which the amount of a transaction is credited to the beneficiary.
4.7. Services Quality. We will provide the du Pay services with reasonable skill and care. However, due to the nature of digital technology, external factors, occasional disruptions or downtimes that might occur, often for reasons like maintenance or unforeseen technical issues, we cannot guarantee uninterrupted or fault-free service.
4.8. Security of your communications. We will do all we reasonably can to make sure your communications are secure. However, we cannot guarantee that your communications will be completely secure due to reasons outside our control. Please note that the confidentiality of communications via any public telecommunications network is susceptible to unlawful interception and hacking, especially through public Wi-Fi. In such a case, we will not be legally responsible for direct and indirect losses that arise out of any such unlawful interception or access.
4.9. Your responsibilities. We will not be responsible for any delay or failure of the services if you do not keep to this agreement.
4.10. Providing information and documents. We, or any government authority, may ask you for certain information to allow us to provide the services. You must provide all information and documents (including identification and billing details) we ask you for. You agree that when you wish to make changes to your information or contact details, we have the obligation as per the laws and regulations that apply, including the laws of the CBUAE, to perform identity checks.
4.11. Change of personal information. You must keep your personal information up to date and tell us immediately if it changes. If you do not keep your personal information up to date (including your id expiry date), we may have to end your service.
4.12. Initiating a Transaction. Each time you pay for a transaction you request using UAE Dirhams equivalent amount of stored value held in your account (including transactions for the purchase of goods and services and transactions for redeeming stored value in your account for UAE Dirham equivalent), you irrevocably authorize and direct us to debit your account by that amount immediately upon us confirming the successful completion of the transaction.
4.13. Completing a Transaction. You agree to authorize us to debit your account by the amount of charges that apply to your transaction upon the successful completion of each transaction you request.
4.14. Services Changes. At our choice, we may introduce new du Pay services or discontinue any existing du Pay services from time to time and at any time by giving you notice.
4.15. Your request to change. If you wish to modify your service features or settings, you can request such changes through du Pay application or customer care. Depending on the nature of the change, certain fees or conditions may apply. We will inform you of any charges or requirements before implementing the change.
4.16. Security PIN Code. Transactions from the account and the debit card must be authorized by you using the security PIN code or by such other methods that we may implement. For each transaction with a merchant, you may be required to present your proof of identity (such as a valid passport or an Emirates ID) in order to affect the transaction, and the identification documents you present may be recorded by the merchant.
4.17. Unique Transaction. Each transaction will be issued with a unique transaction number that is included in the confirmation electronic receipt sent to you. This transaction number is used to track and identify all transactions that you carry out on your account and you will be required to provide such transaction number if you have any question about any transaction on your account.
4.18. Transaction Security. All transactions processed through du Pay application undergo rigorous security checks and verifications. We utilize state-of-the-art encryption, fraud detection systems, and secure authentication processes to protect your transactions. It's essential to note that while we strive for the highest level of security, no system can guarantee absolute protection against all potential threats.
4.19. Identifiers. When you register for the du Pay services, one of your identifiers will be your phone number. This identifier is used to recognize and manage your account within du Pay application.
4.20. You cannot use our services. You understand and agree that you will not be able to request any transaction if or make payment:
a) You remove the link between the du pay application and your mobile device or the debit card;
b) You enter the wrong security PIN code continuously when you want to log into your du pay application;
c) You forgot your security PIN code and you requested to reset your password;
d) Your browsing session on the du pay application may have timed out (in this case you agree to log in again); or
e) You are trying to access the du pay services or du pay application using another device that is not linked to such application or services.
f) you agree that we are not responsible for and liable to you in case you were not able to access our services for the reasons mentioned above.
5. Your use of du Pay debit card
5.1. Issuance of the debit card. When your account is activated, we will issue you a debit card that you can use as a payment method and for the services we offer. The debit card will be valid for the period mentioned on it, unless we suspend, deactivate, or terminate your account, or you decide to cancel the debit card or close your account, as explained in this agreement.
5.2. Property. You agree that the debit card remain our property and you will return it to us (or destroy as we will communicate to you) upon termination of this agreement or upon our request.
5.3. Use of debit card and authorization of a transaction.
a) You can use your debit card to make payment and use any of our services as applicable. You can also use the debit card with global participating merchants, subject to availability of funds in your account.
b) You will have to authorize a payment by using a security PIN code or other specified methods as we may notify you from time to time. For contactless or online payment, you will be required to tap the payment terminal.
c) You understand and agree that once a transaction is authorized, it cannot be cancelled or stopped.
d) you agree that we will not be responsible to you if any merchant refuses to accept your debit card.
e) you also agree that you will not use the debit card for cash advance or cash withdrawals at the merchant.
5.4. Currency. The currency that is applied to the debit card is UAE Dirhams. If you make a payment or withdraw an amount with the debit card in a different currency, you agree that we have the right to apply the currency conversion rate that applies at the time of the relevant transaction.
5.5. Charges. All charges associated with your debit card and the use of it are mentioned on Manage/Help & Support/FAQs/Transactions.
5.6. Restrictions on use. In addition to what is restricted in clause 8.6 above, you understand and agree that:
a) You cannot use the debit card in some countries where it cannot operate or with non-participating merchants (or restricted merchants) or merchants that are not compliant with our regulatory requirements.
b) You cannot use the debit card to make payment for prohibited goods and services such as the ones offered on gambling locations or websites. In general, you cannot use the debit card for any unlawful activity.
5.7. debit card limitations.
a) You acknowledge and agree that we have the right to put limits when you use your debit card for spending, withdrawing or making payment. Such limits will apply whether on a single transaction, or cumulative transactions or as may be associated with our services. You also confirm that by using the debit card, you have reviewed and agreed to these limitations available under Manage/Help & Support/FAQs/Transactions.
b) you will not be able to use the debit card to purchase goods and services that exceed a certain amount. You must always refer to our latest communication regarding acceptable amounts. Please keep in mind that the limit per transaction may be different from one country to the other.
5.8. debit card management. you are responsible for monitoring your debit card balance and the transactions you make through the du Pay application. You agree that you will contact our customer care to report any discrepancies.
5.9. Reporting fraud and loss of the debit card.
a) You agree to report to our customer care within 30 days from the relevant transaction date (i) any suspected or actual unauthorized transaction made from your account or debit card, (ii) any transaction reported on your statement that is incorrect or you don’t recognize. We will investigate the request as per the applicable laws and the rules and guidelines of the relevant payment scheme and you will collaborate with us as mentioned in clause 7.16 below. We will inform you of the outcome and advise you on the options to reduce any future risks or future unauthorized activities on your debit card.
b) If as reported by you, we confirmed that a transaction was unauthorized, incorrect or unrecognizable, you will be entitled to a refund of the full amount of such unauthorized, incorrect or unrecognizable transaction within 30 business days such unauthorized transaction was first reported to us or identified by us.
c) contrary to clause 5.9(b) above, if our investigation shows that the unauthorized, incorrect or unrecognizable transaction was a result of fraudulent activities by you or a third party acting on your behalf or you acted in gross negligence and did not take reasonable steps to keep your security credentials safe, you will be fully liable for any consequences resulting from such unauthorized, incorrect or unrecognizable transaction. We reserve the right to take any further action as mentioned in this agreement and per the applicable law.
5.10. Cancelling the debit card.
a) You have the right to cancel the debit card at any time and for any reason as provided in this agreement (including clause 2.2). You may contact our customer care to support you with the cancellation request.
b) we have the right to cancel your debit card at any time and for any reason as provided in this agreement (including clause 2.2).
6. Local and Cross-border fund transfer services
6.1. Local transfer. du Pay offers you local transfer services. This service allows you to send and receive funds from your account to another account in the UAE. We will consider any instruction you issue for local transfer as final. To complete such request, we may ask you to provide the following information: (i) beneficiary’s name and IBAN number, (ii) beneficiary’s phone number, (iii) beneficiary’s email address or any other information as required by the applicable laws.
6.2. Authorization of a local transfer request. You must follow the instructions on your screen to confirm and submit the transfer request according to which you authorize us to make the local transfer of funds. This means that you may need to enter a one-time password (OTP), a PIN code or biometric information.
6.3. Cross-border fund transfer service overview. du Pay offers you the Cross-border Fund Transfer Services. This service allows you, as the “international transfer initiator,” to dispatch funds (referred to as an “international transaction”) to an individual you specify, the “international transfer beneficiary” in your international transaction request The international transfer beneficiary has the choice to either: (i) retrieve the funds in cash from one of our affiliated locations (“cash retrieval” service) or (ii) have the funds credited to their bank, mobile wallet, or other types of accounts (“account credit” service). This agreement comprises both services unless specified otherwise.
6.4. Beneficiary collection. The international transfer beneficiary can only retrieve the funds in the country you specify when you initiate an international transaction initiation. You agree that it is your responsibility to inform the international transfer beneficiary when the funds are available for collection. You agree that we will not send a notification to the international transfer.
6.5. International transaction limits.
a) You agree that there are limits to the amount you send in a single international transaction. You can check the details of these limits on our website. You also agree that we may change the limits if so, requested by the CBUAE. You understand and agree that the international transfer beneficiary may also have limits to the amount they can receive or retrieve. You understand and agree that we have no knowledge of these limits. Accordingly, you agree that we are not responsible for and liable to you in case you were not able to complete a transfer. It is your responsibility to check any conditions or limitations. For clarity, this means that while you transfer amounts in accordance with, or below, the limits we communicate to you, the relevant transaction may still be rejected due to limitations on the international transfer beneficiary’s side.
c) We have the right to refuse an international transaction if we reasonably believe that this international transaction:
(i) violates any applicable laws or regulations;
(ii) subject us to regulatory scrutiny;
(iii) be associated with illicit or fraudulent activities; or
(iv) subject to sanctioned countries.
6.6. International transaction cancellation. Once initiated, you cannot retract the international transaction. For cancellation and refund requests, please contact us through chat or at 800 DU PAY. We strive to address these requests swiftly, but guarantee resolution within 30 days. You agree that the international transaction fees are non-refundable.
6.7. Unclaimed transactions. If you request a “cash retrieval” international transaction and the transferred amount is not collected for 90 days, we will treat this uncollected amount as an “unclaimed transaction.” Post this period, we are under no obligation to honour the international transaction. Should this occur, you are entitled to a refund of the unclaimed amount excluding any transaction fees. If you're aware of an unclaimed transaction, contact us for a refund through chat or at 800 DU PAY. We commit to processing such claims within 30 days.
6.8. Beneficiary Identification. For cash-based international transaction, the international transfer beneficiary must present the international transaction reference number and accurately provide specific details concerning both the sender and themselves to receive the funds.
6.9. Beneficiary limitation. Funds transfers via du Pay are exclusively for individuals. Transactions directed towards commercial entities are not permitted.
6.10. Security Precautions. You agree to share the details of the international transaction. Ensure mentioned in point 5.6 above only with the international transfer beneficiary. You also agree to exercise caution to prevent unauthorized access to these details. Avoid sharing them with anyone other than the designated beneficiary, regardless of any assurances they might provide.
6.11. Account Credit Transactions. For “account credit” International Transactions, funds will be transferred to the account details you provide. For details on fund availability, the international transfer beneficiary should consult their account provider.
6.12. Third-Party Fees. The account provider of the international transfer beneficiary may apply their own fees on the international transaction, which we have no knowledge about and is not involved in.
6.13. Transaction Accountability. If an “account credit” international transaction is mishandled or fails to reach the beneficiary due to an evident error on our part, we will promptly refund the international transaction amount and our fee. However, if evidence shows that the international transfer beneficiary's account provider received the funds or if there was an error in the provided account details, no refund will be issued.
6.14. We may use agents to process the local or the cross-border transfer. If we do so, you may be required to review and accept additional terms and conditions which we will make you aware of via the du Pay App prior to any applicable transfer transaction. You hereby agree and give us the right to share the necessary information with such agents for the purpose of processing your transfer, in any event as mentioned in our Privacy Policy.
7. Your use of the service
7.1. keep to this Agreement and Regulations that apply.
a) You must keep to the terms of this agreement and all laws and regulations that apply, including the UAE regulations when downloading or using the du Pay application.
b) Services guidelines. You must also keep to any guidelines and instructions we provide to you to maintain the services’ integrity, quality, and safety. These guidelines are part of this agreement. Any unauthorized modifications, tampering, or misuse of the du pay application is prohibited and may result in service suspension.
7.2. Sole Access. Each account is intended for individual use by the registered customer only. Sharing account access, credentials, or allowing others to use your account is strictly prohibited.
7.3. Security Measures. You must always use your unique security PIN code and credentials to access du Pay services. For this, you agree to regularly update them to enhance the security measures. You agree that it is your responsibility to maintain the confidentiality of your security PIN code and credentials. If you suspect or discover any unauthorized access or disclosure, you must promptly alter the security PIN code and/or credentials and inform us using the designated digital channels or by reaching out to the customer care at 800 DU PAY.
7.4. Device and SIM card protection. Safeguard your mobile device and SIM card. In case of any unauthorized activities, potential fraud, loss, or theft, freeze your account if possible and immediately report the incident to us. Once informed, we will deactivate your account to prevent further misuse until a new security PIN code is issued or necessary actions are taken. You must report any such incidents via the digital channels or the customer care. As per the law, you must report any unauthorized or incorrectly executed transactions within 30 -days from the date of the unauthorized transaction.
7.5. Device Security. While we ensure the security of our du pay application, the safety of your device is crucial for maintaining the overall security of your financial transactions and data. You agree that you must:
a) Keep your device's operating system and software updated.
b) Use security features like screen locks, biometric access, or encryption.
c) Avoid downloading or clicking on suspicious links or apps that might compromise your device's security.
7.6. Authorized Downloads. Our services are primarily accessed through our mobile application. You are responsible for downloading and updating the app to ensure you have the latest features and security enhancements. You must download the du Pay application only from sources approved by us. du Pay application Access.
7.7. Network Etiquette. You agree to respect the rules of any other network you access through du Pay services.
7.8. Intellectual Property Respect. You agree to refrain from violating intellectual property rights.
7.9. Property Rights Adherence. You agree not to not alter, remove, or obscure any copyright, patent, trademark, or other proprietary rights notices from us or third parties associated with the du Pay application.
7.10. Content Usage. You must use any content provided by us or third parties through du Pay solely for personal or internal business purposes, unless explicitly agreed upon by us. Unauthorized exploitation, copying, or sharing of the service, application, or content is strictly prohibited.
7.11. Income Restrictions. You agree not to derive income from the use or provision of du Pay services without our authorization.
7.12. Service Protection. You must avoid any actions that could harm the du Pay application and services, its network, or any third-party networks connected to du Pay.
7.13. Unauthorized Access. You must use the du Pay services and du Pay application in a lawful manner and in accordance with this agreement. You will also refrain from unauthorized access attempts to du Pay services or accounts, including hacking or reverse engineering.
7.14. Reporting fraud and loss. If there is any suspicion or confirmation of fraud, or if your SIM card, mobile device or debit card is lost or stolen, you agree that it is your duty to promptly inform us, via any digital channels. This will enable us to secure your account. If there are any charges associated with the replacement of your SIM card, you will be responsible for settling such charges. Additionally, you will be responsible and accountable for any transaction executed up to the point you secured your account or requested us to do so. You agree to be liable to us, our employees, officers, directors and shareholders, from any losses, liabilities, damages, expenses (reasonable attorney fees) arising from any transactions made using your mobile device and SIM card prior to the securing of your account as mentioned above.
7.15. Malware Prevention. You must ensure no malware, viruses, or harmful software is introduced via the du Pay application or service. For this, you will regularly use virus scanning software and take necessary precautions to secure your mobile device when using the du Pay application.
7.16. Cooperation in Investigations. You agree to cooperate in any investigations by us or regulatory bodies related to the services and provide necessary identity verifications or other information when requested.
7.17. Business Relations. You agree to avoid actions that might result in us losing our business partnerships, including with merchants and other associates.
8. Our Responsibilities:
8.1. Service Provisions. we commit to offering you the du Pay services as available, in line with this agreement and as permitted by applicable laws and regulations.
8.2. Transaction Accuracy. we will strive to ensure the accurate execution of each transaction that aligns with this agreement and the laws and regulations that apply, unless specified otherwise in this agreement.
8.3. Unauthorized Debits. You agree that if a transaction results in a debit from your account without the use of your security PIN code or credentials (or if the security PIN code was used but you have notified us that the security PIN code was compromised or stolen and we have suspended or frozen your account), we will refund the debited amount, unless the transaction was a result of fraudulent activities by you or a third party acting on your behalf or you acted in gross negligence and did not take reasonable steps to keep your security credentials safe.
8.4. Reporting Issues. If you encounter any issues or disruptions in our services, please contact our customer care, available between 8 AM - 10 PM 7 days a week, for assistance.
8.5. Account Security Commitment. we will implement and adhere to systems and practices designed to ensure the security of the stored value in your account against third-party access (excluding access via your security PIN code credentials mobile device, or SIM card). If any unauthorized debit occurs solely due to our non-compliance with our commitment mentioned above, we will refund the debited amount, unless it was a result of fraudulent activities by you or a third party acting on your behalf or you acted in gross negligence and did not take reasonable steps to keep your security codes and credentials safe.
8.6. Restrictions on your use of the services and the debit card. You must ensure that our services or the debit card are not used, as applicable:
a) In a manner that violates our applicable use policy or any other relevant policies (non-compliance may result in fees or penalties);
b) To conduct or facilitate illegal or fraudulent transactions;
c) In any way that compromises the security or integrity of our website;
d) To automate transactions or create artificial transaction volumes;
e) To facilitate schemes where compensation is derived from influencing others to engage in a transaction (e.g., pyramid schemes);
f) To manipulate or exploit any loopholes, vulnerabilities, or promotional offers; and
g) In any fraudulent, deceptive, or illegal manner, or in any way that is not in line with this agreement.
8.7. Anti-Money Laundering/Fraud. You understand that we are under the obligation to keep with the existing legal obligations and the CBUAE’s regulatory requirements to combat and address fraud and illegal financial activities risks such as money laundering (ML) and financing terrorism (FT) through appropriate preventive measures to deter abuse of the sector as a conduit for illicit funds, and detect ML and FT activities and report any suspicious transactions to the Police and/or the Financial Intelligence Unit at the CBUAE. You also understand that we must undertake periodic risk profiling and assessment based on the ML/FT and anti-fraud requirements. In such case, as part of our obligations mentioned in this clause, and to prevent fraudulent activities and ensure compliance with ML/FT and fraud regulations, you must not grant access or allow transactions on your account by third parties. Any suspicious activity will be investigated, and we have the right to suspend or terminate accounts that are found in violation. Furthermore, if we have sufficient evidence to demonstrate that your account has been used for illicit activities, we reserve the right to retain any funds within the account as permitted under applicable laws to comply with our regulatory obligations and protect against fraud and illicit activities.
9. No reselling or unauthorized distributions.
9.1. Restrictions on Services. You must not resell, redistribute, or provide access to our services or any associated tools or features to any third party without our explicit written consent.
9.2. Your Responsibility. If you use our services to access third-party financial platforms, payment gateways, or other external services, you are responsible for any charges or obligations incurred with those third parties. We are not responsible for any transactions, agreements, or interactions you may have with third-party platforms or for how you use those external services.
10. Suspending or cancelling your services
10.1. Grounds for suspension or cancellation. We may, at any time, suspend, restrict, block or cancel your access to your account, the du Pay application, the debit card, and services under the following circumstances, without prior notice. Where legally possible, we will let you know about such suspension, restriction, block or cancellation and explain to you the actions and steps that you need to take to correct the issue (where applicable). Accordingly, we also have the right to terminate this agreement when we notify you through the digital channels when:
a) you do not keep this agreement.
b) we are asked to by any regulatory or government authority, or if required by law or to comply with a court order.
c) we believe you are using our services in a manner not permitted under this agreement.
d) we suspect fraudulent or illegal activity associated with your account or you acted in gross negligence and did not take reasonable steps to keep your personalized security credentials safe.
e) you notify us about unauthorized access or security breaches related to your account.
f) you declare bankruptcy, become insolvent, or undergo liquidation.
g) you make actions that might compromise the security or integrity of the du pay application and our website, or adversely affect our customers.
h) there are technical failures or necessary maintenance that affects our ability to provide the services.
10.2. Recovery of Costs. If we suspend or cancel your account due to your actions or omissions, you may be liable for any reasonable costs or expenses incurred as a result.
10.3. Ongoing Charges. Even during any period of suspension, you remain responsible for any charges or obligations associated with your account.
11. Charges and payment
11.1. Automatic payment. You must ensure you have sufficient funds in your account or debit card to cover a transaction and associated fees. We will deduct charges from your account upon completion of each transaction.
11.2. Insufficient funds. If your account or debit card, does not have enough balance to cover a transaction and its associated fees, the transaction will not be processed. You agree that it is your responsibility to ensure adequate funds are available before initiating any transaction. We will not be responsible for and liable to you in case we reject a transaction for insufficient funds.
11.3. Transaction statement. After each transaction, we will provide you with a detailed statement or receipt of the charges deducted.
11.4. Adjustment of Charges. The charges will be displayed by us on the du Pay application within Help & Support section and on our website. We have the right to update the charges for any service from time to time for any reason including when we are required by law or by the CBUAE. If we do, we will provide you with notice before the revised charges take effect or we will advise you of the charges that apply to a requested transaction before you complete the request of such transaction. This way, you will have the chance to cancel the transaction. If you disagree with the revised charges, you may choose not to use the relevant service. If you proceed with your request, it means that you have accepted the revised charges and we will not reimburse you any charges which you have accepted.
11.5. Refunds. If a transaction is reversed or cancelled in accordance with this agreement, the amounts deducted for that specific transaction will be credited back to your account or debit card. However, you agree that the transaction fees or service charges that are deducted from your account are non-refundable.
11.6. Incentives. Any incentive that we decide to provide to you may be limited in time and subject to certain terms and conditions. You understand and agree that we have the right, at our choice, to take back the incentive for any reason, including if you do not use it during the period of time that we communicate to you or that is explained in the relevant terms and conditions. You agree to always check our website and/or the help and support section within the mobile application for the additional terms and conditions related to the relevant incentive.
11.7. We will make our best to complete the refund as soon as possible. However, you agree that the refund may not take place or be delayed if we reasonably believe there is fraudulent behaviour by you. You also agree that we may, at your choice or as required by the CBUAE or the laws and regulations that apply, notify the CBUAE of those grounds in writing.
11.8. When there is fraud, loss or theft to your SIM card or mobile device, you agree to immediately notify us in writing or through any digital channels, so we can freeze your account. If there are charges associated with the replacement of your SIM card and you will be responsible for the payment of such charges and for any transaction effected up to the time, we froze your at your request.
11.9. Taxes and VAT.
a) All amounts stated in this agreement are exclusive of any applicable taxes or VAT.
b) If taxes or VAT apply to any of our services, these will be automatically included in the total charges deducted from your account.
11.10. Account Balance Limit.
a) you agree that if your account balance reaches a certain threshold, certain services or features may be restricted until additional funds are added.
b) You are responsible for all transactions and charges on your account, even if they exceed any predefined limits.
11.11. Auto-payment.
a) If you opt to use our auto-top-up feature, you’ll need to register your credit or debit card details with us.
b) By using the auto-top-up feature, you authorize us to automatically add funds to your account when your balance falls below a certain threshold.
c) We may discontinue the auto-top-up for any card that has expired, is reported stolen, or fails multiple top-up attempts.
d) In the event of auto-top-up failure, certain services or features may be restricted until the account balance is manually topped up.
12. License and right to use
12.1. You agree that any intellectual property that we own (including trademarks, logos, designs, know how, patents, copyright) is not transferred to you.
12.2. Under this agreement, we give you a non-exclusive, non-transferable, personal, and limited license to install the du Pay application, use it and make transactions using your mobile device as per the terms of this agreement and the laws and regulations that apply.
12.3. You agree that you will not lease, lend, sell, re-distribute or sub-license any right granted to you under this clause 12.
12.4. You agree to give us a perpetual, non-exclusive, irrevocable, sub-licensable, royalty-free and transferable license and right to use the intellectual property you own (including your content, feedback and comments). You understand that by giving us the right to use such intellectual property, we have the right to use, copy, distribute, display, distribute, modify, translate, change format, incorporate into advertisements and other works, promote, create derivative works, and in the case of third-party services, allow their users and others to do the same. You also agree to grant us the right to use the name or username that you submit in connection with the du pay application and the services. You agree to irrevocably and without any condition waive, any claims and demands against us, any third-party services in relation to any intellectual property you submit through the du pay application and by using the services.
13. Liability
13.1. General Liability Limitation. We will not be legally responsible to you under this agreement unless UAE law states otherwise. To the extent permitted by the laws and regulations that apply, we will not be responsible and liable to you for any loss of revenue, loss of profits, loss of anticipated savings, loss of business, loss of business opportunity, loss of goodwill, business interruption, or for data loss or data corruption, or for any indirect, punitive, special, incidental or consequential loss, even if we have been advised of the possibility of such damages or losses. You agree that you are responsible and will be liable to us when we incur losses for any transaction where you have acted in a fraudulent manner or otherwise did not keep with the terms of this agreement.
13.2. Liability for breach of agreement. If you breach this agreement in any manner, you agree that you will be responsible and will bear any risks and costs related to the consequences of such breach. In such case, you agree that you will indemnify and hold us and our employees, officers, directors and shareholders harmless for any losses, liabilities, damages, costs, expenses (including reasonable legal fees) and charges arising out of or in relation to any third-party claim to the extent such claim relates to any breach of the agreement.
13.3. Liability Cap. If UAE law states that we are responsible to you for a claim, we will not pay you more than AED20,000 for any claim or more than AED 40,000 for all claims within any 12-month period.
13.4. Circumstances Beyond Our Control (Force Majeure). We shall not be responsible and liable to you for any failure or delay in performing our obligations under this agreement if such failure or delay is due to circumstances beyond our reasonable control. While we will make every effort to mitigate the impact of such events, you remain responsible for any charges incurred during these circumstances.
13.5. Security PIN code liability. If you share your security PIN Code or credentials to a third party, or if you fail to protect and keep safe your Security PIN Code or credentials using reasonable care and this results in your security PIN Code or credentials are used by any third party to use the du pay services and authorize one or more transactions, then to the maximum extent permitted under applicable law, you will be responsible and indemnify and hold us and our employees, officers, directors and shareholders harmless for any losses, liabilities, damages, costs, expenses (including reasonable legal fees) and charges arising out of or in relation to any such transaction until the earlier of (a) the time when you change the security PIN Code or credentials, (b) the time you notify us (in writing or through any digital channels) that your security PIN Code or credentials have been compromised or stolen.
13.6. You agree to be responsible for and indemnify and hold us and our employees, officers, directors and shareholders harmless for any losses, liabilities, damages, costs, expenses (including reasonable legal fees) and charges arising out of or in relation to any transaction requested or made with your mobile device and SIM card prior to us freezing your account as requested by you.
13.7. Liability for goods and services. You agree that if you use du pay services to make a purchase of certain goods or services from a third party (including a merchant), we are not responsible and will not be liable to you if you face any issues with such goods and services in relation to the purchase, the delivery, fitness for purpose and/or warranty of any goods and services. You understand and agree that any such purchase is subject to the agreement between you and the third party (including merchant) from whom you have made the purchase. In such case, you agree that you will contact the merchant and raise your complaint with the merchant and/or the entity who supports the payment methods (e.g., card provider) that you have used.
13.8. Reverse transaction. We reserve the right, at our choice, to reverse a transaction on the basis of a manifest error. You agree that you will notify us immediately about such error and you authorize us to deduct from your account the relevant amount.
13.9. To the extent permitted by the laws and regulations that apply, we will not be responsible for any losses you suffer or costs you incur when:
a) You are not able to access or use the du pay application or our services. In such case, you agree that we make no commitment on the availability of the services and shall not be liable for any planned or unplanned outages;
b) any device (including your mobile device), hardware or software you use in connection with the du pay services is damaged, corrupted, hacked or fails to work;
c) du pay services contains errors or defects and we fail to correct these in any specified time;
d) There is a reduced level or failure of third-party service providers to provide any services including but not limited to software providers, mobile operators, merchants, payment schemes etc.
13.10. Liability for service quality and limitations
a) In the event of data loss or corruption directly attributable to our services, we commit to taking reasonable steps to assist in data recovery or rectification. We advise all users to maintain regular backups of their data.
b) We will not be legally responsible to you or other users if our network or your services become temporarily unavailable.
c) We are not liable for any faults, malfunctions, or delays related to the performance of the network.
d) We do not process, engage in any way possible with the financial transactions, including the salary transfer transaction initiated by the Employer to the Employee’s du Pay wallet, therefore we, du Pay, are not liable for any, faults, malfunctions, or delays, discrepancies, wrongful transactions related to the performance of the Service for the salary transfer transaction, not to any aspect thereof, including but not limited to any processed transactions that do not reach the Employees du Pay wallet for any reason, whatsoever.
d) We are not responsible for any products or services you use with our services which you have not purchased from us and for any information contained in a third-party content that is provided or you can access by using the du pay application or our services.
13.11. Liability for using your content. You agree to indemnify us and hold us, our employees, officers, directors and shareholders harmless for any losses, liabilities, damages, costs, expenses (including reasonable legal fees) and charges arising out of or in relation to any claim, allegation, proceeding or action relating to your intellectual property that you submit through the du pay application and by using our services.
13.12. Post-agreement Liability. This clause 13 regarding liability will continue to apply to our relationship with you after this agreement ends.
13.13. No exclusion of liability. You and we agree that this clause 13 does not exclude your or our liability if it cannot be limited or excluded by the laws and regulations that apply, including the laws and regulations of the CBUAE.
14. Ending your services
14.1. Termination Notice. You can terminate your account by calling the call centre (800 DU PAY). It might take up to 90 days to complete the closure process.
14.2. Outstanding Balances. Upon termination, any outstanding fees, charges, or balances associated with your account or the specific service must be settled immediately.
14.3. No Court Order. You acknowledge and agree that a court order will not be necessary to terminate this agreement.
14.4. Debit Card Return or Deactivation. If you have been issued a debit card associated with your account:
a) Collecting the debit card: when we issue the debit card and agree with you on a delivery date and place, and you don’t collect the debit card on the agreed delivery date and place, you agree that we have the right to charge you for not collecting the debit card.
b) Deactivation: Upon termination, the debit card will be deactivated, and you will no longer be able to use it for any transactions. Any attempt to use a deactivated card may result in additional charges or penalties.
c) Liabilities: You remain responsible for any transactions made prior to the deactivation of the card, and any outstanding balances must be settled immediately.
15. Personal information and privacy.
15.1.Protection of Personal Data. We will act in line with all UAE laws which relate to privacy and protecting your personal information. If you use the services in another country outside the UAE, we will not have to process your information under any other law.
15.2. Data security. We will implement and adhere to policies, procedures and practices designed to ensure the protection of your data and endeavour to resolve any data security breaches.
15.3. You understand and agree that we have the right to retain and store your data, identification data and transaction records as required by us under the laws and regulations that apply, including the laws and regulations of the CBUAE, and we have the right to disclose such data and records to the CBUAE and other governmental and regulatory bodies or pursuant to a court order.
15.4. You understand and agree that while using the du pay application, you may access third party software and APIs. You also agree that for accessing such third party software and APIs, you will have to accept separate terms and conditions or entering an end user license agreement with such third parties, at your own choice, and we bear no responsibility with respect to such third-party services, or with respect to providing you any elements of the services which rely on or require the use of third-party services which are not made available for use by you (whether as a result of you declining the applicable third-party license agreement or otherwise).
15.5. Personal data/information. We will take all reasonable steps to prevent your personal data/information being dealt with without your permission. We may share your personal information or documents provided by you to register you on the du pay application:
a) if we are allowed to do so under any law or regulation;
b) if you give us permission to do so;
c) if we have to when carrying out a credit check;
d) any local or international law-enforcement agency or government body requires us to for assisting them in the investigating, detecting, prosecuting or preventing a fraudulent activity or criminal act;
f) to the CBUAE;
g) to our legal representatives or auditors or a competent court in relation with any legal case or audit proceedings, or
h) if it is necessary to give it to any other person or organisation who is directly involved in supplying a service. If we do, we will make sure that person or organisation takes all reasonable steps to keep your personal information confidential and only use it for providing the service.
15.6 You acknowledge and agree that we may also obtain personal information about you (such as your Emirates ID) from our mother company (Emirates Integrated Telecom Company (EITC), or any other entity that is affiliated to us, for the purposes of account verification, implementing and administrating the du pay services we provide you with. We will obtain and collect any such information in accordance with the applicable laws and regulations related to personal data protection and the laws and regulations of the CBUAE.
15.7 You acknowledge that we may share your data with such third parties and acknowledge that your data may be accessed under legal proceedings within and outside the UAE in some circumstances.
Additionally, subject to applicable laws, we may send you marketing information concerning products and services of interest to you, and your data may be used by us to submit offers to you and to provide you with the best possible service.
You acknowledge that your data will be held only as long as is necessary in accordance with the applicable laws.
You understand that you may, at any time, view data, request additional information about the storage and processing of the data, require any necessary amendments to the data or refuse or withdraw your consent, in any case without cost, by notifying us except to the extent where withdrawal is not permitted under applicable laws.
Your consent to the collection, storage, use, and transfer (in electronic and other form) of your personal information including your Emirates ID, with the utmost care and in strict confidence, and solely for the purposes mentioned herein.
If you do not wish to provide your consent for the collection of the said information, including, your Emirates ID information, please do not proceed with using our services.
Therefore, I agree to provide EITC FS the right to obtain and collect personal information (including details of my Emirates ID) as it deems necessary or in need for, regarding me from its mother company – Emirates Integrated Telecom Company (EITC) - in accordance with the applicable laws.
15.8. Passwords. You must keep any password you use to access your account or services safe at all times.
15.9. Use of personal information. If you give us your permission, we may use your personal information to keep in touch with you in the way we describe in our code of practice. We may anonymize your personal details and aggregate them with other users’ information. We may then share this information with other people and organisations.
15.10. Monitoring. You agree that we may monitor your use of the services and record your calls made to customer care for training, financial-control, quality-control and regulatory or legal purposes. For this, you authorize us to monitor and record your communications for use in business practices such as quality control, training, ensuring effective systems operation, prevention of unauthorized use of our telecommunications system and detection and prevention of crime.
15.11. Data Breach Protocols. In the unlikely event of a data breach, we commit to notifying affected users promptly and taking all necessary measures to mitigate the breach’s impact. We also commit to notifying the CBUAE of all significant and material breaches concerning our users as prescribed by the CBUAE.
15.12. Third-party Integrations. Our platform may integrate with third-party services for enhanced functionality. We ensure that these third parties maintain stringent data protection standards. However, we recommend reviewing their privacy policies for comprehensive understanding.
15.13. User Rights. You have the right to request access to, correction of, or deletion of your personal data stored with us. You can exercise these rights through our customer care channels.
15.14. Consent Management. You have the right to provide or withdraw consent for data processing activities, especially for marketing communications. We provide clear mechanisms for managing your consent preferences.
16. Changing the terms of this agreement
16.1. Variations required by law. We may update or modify this agreement at any time to enhance functionality, security, or to comply with applicable laws, regulations, or directives from regulatory authorities. Should such updates or changes occur, we will provide you with written notice. We will ensure that these updates or changes do not significantly disrupt your use of the services. They will automatically apply on you once they are published. You agree that you will be responsible to check the du Pay application or our website for these updates and changes. Your continuous use of the du pay services and the du pay application means that you agree to any changes and updates introduced to the terms. You must abide by the variations unless you use your right to terminate the agreement with us if you do not agree with the revised or changed terms and conditions or if your debit card is terminated.
16.2. Changes initiated by us. We reserve the right to amend this agreement for reasons other than legal or regulatory compliance. If such changes result in an increase in fees or charges, or effectively lead to a price increase, we will provide you with at least 28 days’ notice. During this notice period, you have the right to terminate the service.
16.3. Notification of changes. All changes to this agreement will be communicated to you via the digital channels. It is your responsibility to keep your contact information updated and to review any changes to the agreement.
16.4. Continued use. Your continued use of our services after any changes take effect signifies your acceptance of the revised terms. If you disagree with the changes, you should cease using our services and close your account.
17. Governing Law and Jurisdiction
17.1. UAE and Dubai Laws. This agreement is governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai. Unless clause 17.2. applies, any legal proceedings relating to this agreement can only be brought in the courts of Dubai.
17.2. DIFC Proceedings. We may choose to start and pursue proceedings relating to any matters arising out of this agreement in the Dubai International Financial Centre (DIFC) courts.
18. General Provisions
18.1. Notices. Should we need to send you any formal communication or notice, we will do so via in-app notification, email, or text message. It is your responsibility to keep your contact details updated in our system. Notices sent to the last email address you provided will be deemed delivered and received.
18.2. Assignment. While we retain the right to assign this agreement, any such assignment will be subject to the prevailing regulatory requirements and approvals. We will notify you in advance of any such assignment. You may not transfer or assign your rights or obligations under this agreement without our written consent..
18.3. Subcontracting. We may engage third parties or subcontractors to fulfil specific obligations or provide certain services under this agreement. Notwithstanding such subcontracting, we remain fully responsible for the delivery and quality of services as stipulated in this agreement.
18.4. Entire Agreement. This agreement, including any appendices, Key Facts Statements, other documents or terms and conditions referenced or referencing to this agreement (including the privacy policy/privacy notice) or annexes, constitute the entire agreement between you and us concerning its subject matter and supersedes all prior communications.
18.5 Translation. This agreement is also available in others languages. If there is any difference between the English version and the translated version, the English version will prevail.
18.6. Waiver. No delay or failure by either party to exercise any of its powers, rights, or remedies under this agreement will operate as a waiver of them, nor will any single or partial exercise of any such powers, rights, or remedies preclude any other or further exercise of them.
