SCHEDULE B: Card Terms & Conditions

Infinios Financial Services B.S.C. (c) as Apiso Financial Services Provider

These terms and conditions (the “Terms and Conditions”) govern the issuance and use of the Account and Card:

1.         Definition and Interpretations

1.1.          Definitions

Unless otherwise mentioned:

“CO-BRANDER” means APISO W.L.L., a company with limited liability registered in the Kingdom of Bahrain with Commercial Registration 128840 and whose principal place of business is at 11th Floor, Park Place, Building 2420, Road 2831, Block 428, Seef District, Kingdom of Bahrain who is responsible for marketing the Account Services to Applicants and for the provision of CO-BRANDER Services to Account Holders.

“Account” means an account created and maintained to reflect Transactions and any Account Service Charges that may apply.

“Account Holder” means the individual or legal entity to whom the Account Services are provided.

“Account Services” means the On-Boarding and Compliance Checking of the Account Holder and the provision of User Credentials, Accounts and Cards linked to Accounts.

“Account Service Charges” means any charges payable by an Account Holder to Infinios in respect of Account Services as notified from time to time in the Account Service Charges Schedule. For the avoidance of doubt Infinios reserves the right to modify Account Service Charges and or levy any additional fees and charges in respect of the Account Services as and when it may seem fit.

“Account Service Charges Schedule” means the schedule of Account Service Charges attached to these Terms and Conditions or as most recently published by Infinios and made available via CO-BRANDER Services.

“Applicable Law” means the laws of the Kingdom of Bahrain in the Ministerial Regulations and Ministerial Decisions as the same may have been, or may from time to time be, enacted, amended or re-enacted.

“Applicant” means an individual or legal entity that has been introduced to Infinios by CO-BRANDER and has applied for Account Services and that is subject to the On-Boarding and Compliance Checking process prior to approval and acceptance as an Account Holder.

“ATM” means an electronic device that enables cash withdrawals to be made and other banking transactions to be executed electronically.

“Billing Currency” means the currency of the Account and Card that a Transaction is applied to and that may not be the same currency as the Transaction itself as described in 3.3 herein.

“Card” means any Physical Card, Virtual Card, mobile telephone, contactless enabled device or other hardware or software device that accesses and performs Transactions against an Account.

“Card Association” means (i) VISA International, Inc., (ii) MasterCard International Incorporated, (iii) any other card-sponsoring organisation or association that contracts with financial institutions to switch and/or settle transactions effected with Cards by the Account Holder, and (iv) any successor organisation or association to any of the foregoing organisations or associations.

 

“Chargeback” means the reversal of a Transaction which is disputed by the Account Holder.

“Client Consent” means the process of collecting consent from Applicants to capture and process Personal Information during provision of the Account Services.

“CO-BRANDER Services” means the functions of CO-BRANDER that have overall responsibility for the provision of services to Account Holders including a mobile application, website, and call centre which can be reached by dialing +973 1330 3200.

“Complaint” means an expression of dissatisfaction either verbally or in writing and should be submitted directly by the Account Holder or by someone who is authorized to act on the Account Holder’s behalf.

“Force Majeure” means an event beyond the reasonable control of a party, which affects its ability to perform its obligations and which is not occasioned or caused by its negligence. For the purpose of these Terms and Conditions, Force Majeure includes (but is not restricted to) acts of God, expropriation or confiscation of property, governmental and judicial action not the fault of the party failing or delaying in performance, or the threat of any of the foregoing, pandemics, any form of war, hostilities, armed rebellion, terrorism, local or national emergency, sabotage, floods, fires, explosions or other catastrophes.

“Infinios” means Infinios Financial Services B.S.C.(c), a company registered in the Kingdom of Bahrain with Commercial Registration 92080 and whose principal place of business is at 11th Floor, Park Place, Building 2420, Road 2831, Block 428, Seef, Kingdom of Bahrain; who are responsible for the provision of technology platform that is used to create and administer Accounts and Cards.

“Load” means a financial transaction to add funds to an Account via a wire transfer or other electronic Transaction via the CO-BRANDER Services.

“Merchant” means any physical or electronic establishment (including stores, restaurants, hotels, airlines, transportation providers, mobile applications, websites and any other commercial or non-commercial payment beneficiaries), wherever located, which accept Transactions on Cards.

“On-Boarding and Compliance Checking” means the process undertaken by Infinios on Applicants prior to approval as Account Holders and provision of the Account and routinely thereafter. On-Boarding and Compliance Checking comprises obtaining Client Consent, the capture of Personal Information, data and identification and other documents from the Applicant and the validation of such records against internal and external sources of information to satisfy regulatory requirements including Know Your Customer (KYC), Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT) Politically Exposed Persons (PEP) and Foreign Account Tax Compliance and Common Reporting Standard (FATCA/CRS), as applicable.

“Personal Information” means any and all information requested and collected by Infinios from Applicants after Client Consent and during On-Boarding and Compliance Checking and all other data including but not limited to details of Transactions and the utilization of Account Services and CO-BRANDER Services by Account Holders.

“Physical Card” means a Card Association Card in physical form that is linked to an Account and used to perform Transactions, card purchases and ATM withdrawals.

“Transaction” means any Load, Unload, purchase, cash withdrawal, transfer, or other financial transaction, which is effected by the Account Holder via the CO-BRANDER Services or at a Merchant through use of the Account Services in accordance with these Terms and Conditions.

“Unload” means a financial transaction to withdraw funds to an Account via other electronic Transaction via the CO-BRANDER Services.

“User Credentials” means user names, passwords, personal identification number (PIN) and one-time-passwords (“OTPs”) provided by CO-BRANDER to the Account Holder as a part of the Account Services to enable the Account Holder to access the CO-BRANDER Services.

“Virtual Card” means a Card Association Card in virtual form that is linked to an Account and used to perform Transactions.

1.2.          Interpretations

a.      The titles or headings of the Sections in these Terms and Conditions have been included solely for ease of reference and shall not be considered in the interpretation or construction;

b.      The singular includes the plural, and vice versa, and words denoting persons include bodies corporate and, unless otherwise stated, include successors or assigns of such persons;

c.       Where a word or phrase is defined, other parts of speech and grammatical forms of that word or phrase shall have corresponding meanings.

d.      References to monetary amounts are in BHD or the equivalent value in BHD of any other billing currency unless otherwise stated.

2.         The Account Services

2.1.         Usage of Account Services

a.      Approval and registration of an Account Holder and commencement of Account Services is subject to the Applicant providing Client Consent and all personal data and identification and other documents that Infinios or CO-BRANDER may, at their absolute discretion, request during On-Boarding and Compliance Checking.

b.      Approval and registration of Applicants and provision and usage of Account Services by Account Holders is at the sole discretion of Infinios and CO-BRANDER and Infinios or CO-BRANDER may refuse to provide or withdraw Account Services to any Applicant or Account Holder at any time without assigning any reason for such refusal or withdrawal.

2.2.         Loads to and Unloads from the Account

a.      Funds can be loaded on the Account by bank transfer in accordance with wire transfer instructions provided to the CLIENT from time to time.

b.      The maximum amount that may be loaded to the Account in an individual transaction and periodically shall not exceed the amounts stipulated by Infinios from time to time.

c.       Where funds are loaded in a Billing Currency other than Bahraini Dinars (BHD) the amount loaded to the Account shall be subject to the prevailing rate of exchange as published by Infinios plus the currency conversion fee.

d.      Cash withdrawals Transactions performed at ATMs and Merchants may be subject to additional processing, fees, or rates of foreign exchange that are not under the control of Infinios or CO-BRANDER. Infinios or CO-BRANDER are not and shall not be held responsible or liable for the acceptance or cost of such Transactions which shall be the sole responsibility and liability of the Account Holder.

2.3.         Ownership of the Account Services

The Account Services and Cards shall remain the property of Infinios at all times and the Account Holder shall be obliged on first demand to follow all instructions of Infinios or CO-BRANDER including where applicable to surrender Cards and User Credentials to Infinios or CO-BRANDER and cease to use the Account Services.

2.4.         Safeguarding the Account Services

2.4.1.            Usage of the Account Services is extended to the Account Holder at the Account Holder’s sole risk and responsibility. The Account Holder must keep Card details safe and secure and unconditionally agrees not to store unencrypted Virtual details under any circumstances.

2.4.2.            Usage of CO-BRANDER Services is extended to the Account Holder at the Account Holder’s sole risk and responsibility. The safekeeping and security of any and all User Credentials supplied to the Account Holder is at the Account Holder’s sole risk and responsibility, and the Account Holder is advised not to make any written or other record of such User Credentials.

3.         Using the Account Services

3.1.      Cards created via the CO-BRANDER Services enable the Account Holder to access funds loaded on the Account and perform Transactions. It is clarified that the Account Services are not a bank account, debit card or credit card account and the Account Holder will not be entitled to receive any interest on the funds loaded on the Account, no cheque books or other payment instruments will be issued to the Account Holder, and the Account Holder shall not be entitled to perform Transactions that exceed the balance of the Account.

3.2.      Usage of the Account Services is limited to the Account Holder or authorized personnel of Account Holder and the Account Holder shall be responsible for all Transactions and Account Service Charges.

3.3.      Where Transactions made by the Account Holder are in the same currency as the Billing Currency no commission or foreign exchange fees will be incurred. Where Transactions are made in a different currency to the Billing Currency a currency conversion shall be effected at the prevailing rate of exchange and the currency conversion fee described in the Account Service Charges Schedule shall be charged and added to the amount of the Transaction prior to debit from the Account.

3.4.      Transactions performed by the Account Holder including but not limited to Transactions via e-commerce websites and mobile applications shall be at the Account Holder’s sole risk and liability; neither Infinios nor CO-BRANDER shall be liable for any damage, liability, claims or disputes arising from use of the Account Services by the Account Holder. For the avoidance of doubt the only recourse that the Account Holder has to Infinios and or CO-BRANDER under any circumstances is via the Disputed Transaction and Chargeback process described in paragraph 5.2 herein.

3.5.      The Account Holder agrees to avoid using the Account Services for any illegal Transactions as may be defined from time to time by any Card Association regulations, International authorities, and the Laws of the Kingdom of Bahrain.

4.         Loss and replacement of Cards and User Credentials:

4.1.      Upon discovery of the loss or theft of a Card or User Credentials, the Account Holder should notify CO-BRANDER Services immediately. The Account Holder shall be required to provide any Personal Information that may be requested to validate the identity of the Account Holder.

4.2.      The Account Holder shall be solely responsible for all Transactions that are effected through use of the Account Services whether performed with or without the knowledge and authorization of the Account Holder prior to the loss or theft of the User Credentials being reported. Neither Infinios nor CO-BRANDER takes any responsibility/liability on any usage of the Account Services or Transactions and strongly recommends the loss, misappropriation, or misuse of Cards, and User Credentials to be reported immediately.

4.3.      On receiving a request to re-issue User Credentials, CO-BRANDER may at its sole discretion issue replacement User Credentials, the possession and use of which shall be governed by these Terms and Conditions.

4.4.      On receiving a request to re-issue a Card, Infinios may at its sole discretion issue the Account Holder with a replacement Card, the possession and use of which shall be governed by these Terms and Conditions.

4.5.      By making an application for the re-issue of User Credentials the Account Holder agrees that any relevant Account Service Charges listed in the Account Service Charges Schedule may be deducted from the Account prior to the provision of such replacements.

4.6.      In the event that the Account Holder recovers a Card which has been reported as lost or stolen or otherwise replaced the Account Holder shall hand over the recovered Card/s to Infinios immediately.

5.         Refunds and Chargeback

5.1.         Refunds

Infinios will credit the Account with the amount of any refund only upon settlement of a properly issued credit from the Merchant via a Card Association. Subject to any rights vested in the Account Holder by Applicable Law, no claim by an Account Holder against a third-party may be the subject of a defense or counter claim against Infinios and or CO-BRANDER.

5.2.         Disputed Transactions and Chargeback

a.      In the event that the Account Holder disputes a Transaction, such dispute must be lodged with CO-BRANDER Services immediately.

b.      On receiving notification of a disputed Transaction, Infinios will process the dispute in accordance with the Standard Dispute Resolution and Chargeback Process Rules (the “Dispute Resolution Rules”) of Infinios.

c.       The Account Holder agrees and accepts that the provisions of the Dispute Resolution Rules shall be binding upon him.

d.      The Account Holder agrees and accepts that the disputed Transaction amount will be credited to the Account only in the event that the dispute resolution process culminates in a decision in favor of the Account Holder. For the avoidance of doubt, it is clarified that the Account shall not be credited during the dispute resolution process.

6.         Authorization of Infinios

By using the Account Services, the Account Holder authorizes Infinios to:

6.1.      Deduct the value of Transactions from the balance of the Account notwithstanding that such Transactions may exceed the amount loaded on the Account;

6.2.      Deduct all applicable Account Service Charges from the Account as and when such charges accrue or arise;

6.3.      Perform currency conversions when Transactions are made in a different currency to the Billing Currency and debit the Account according to the procedure described in 3.3 herein;

6.4.      Debit the Account with any and all other liabilities that may be incurred by the Account Holder through use of the Account Services; and

6.5.      Set-off any liability owed by the Account Holder to Infinios against any amounts loaded on the Account.

7.         Rights of Infinios and CO-BRANDER.

7.1.      Infinios may amend these Terms and Conditions and or vary the method of calculation of the Account Service Charges at any time by providing no less than thirty (30) days notice to the Account Holder.

7.2.      Infinios may change the Account Services at any time by providing no less than thirty (30) days notice to the Account Holder.

7.3.      Infinios may log and create records of any activities of the Account Holder and usage of the Account Services and such records may be used in On-Boarding and Compliance Checking, and as evidence in any financial investigations and reporting, compliance investigations and reporting, and in proceedings before any court of law, as Infinios may deem fit.

7.4.      Infinios reserves the right to levy additional Account Service Charges and or debit any other amounts relating to the Account Services from Accounts as and when it may deem fit after providing no less than thirty (30) days’ notice to the customer. 

7.5.      Infinios and or CO-BRANDER may log any usage of the CO-BRANDER Services or make records of Account Holder instructions given, or conversations had, by the Account Holder with CO-BRANDER Services and such records shall be conclusive proof and binding for all purposes and may be used as evidence in any financial investigations, compliance investigations and proceedings before any court of law, as Infinios and or CO-BRANDER may deem fit.

8.         Obligations of the Account Holder

The Account Holder agrees and undertakes:

8.1.      To safeguard the Account Services and keep the Card and User Credentials under their personal control at all times, and not to divulge the User Credentials or provide access to the CO-BRANDER Services, Cards or Account Services to any person at any time other than as strictly authorized by CO-BRANDER and or Infinios;

8.2.      To safeguard the mobile applicable and or website used to access CO-BRANDER Services and keep the User Credentials under their personal control at all times, and not to divulge the User Credentials to any person at any time other than as strictly authorized by CO-BRANDER and or Infinios;

8.3.      To reimburse Infinios and CO-BRANDER on first demand with all amounts due in the event that the amounts loaded and or the available balance in the Account is insufficient to meet the total amount of all Transactions, Account Service Charges and other debits properly made to the Account;

8.4.      Not to pledge or use the Account and or Cards as security for any purpose;

8.5.      To surrender the User Credentials to CO-BRANDER and or Infinios (as directed) no less than thirty (30) days after first demand in the event that Infinios exercises its right to suspend or cancel the Account Holder’s use of the Account Services;

8.6.      To accept the records of Infinios as true and accurate and not to dispute the veracity or accuracy of the same; and

8.7.      To notify Infinios via CO-BRANDER Services or CO-BRANDER of any change in the Account Holder’s personal details that were provided to Infinios and CO-BRANDER during On-Boarding and Compliance Checking.

9.         Warranties of the Account Holder

The Applicant and or Account Holder warrants that:

9.1.      They are competent to contract under Applicable Law;

9.2.      They are entitled to make an application for Account Services and if provided access to such Account Services will not be in violation of Applicable Law;

9.3.      The funds that will be loaded on the Account from time to time will be loaded from funds that are derived from legitimate sources and are not funds that are the product of activities that are linked to, or could be construed as being linked to, money laundering and or the financing of terrorism and or tax evasion and or proceeds of crime in any jurisdiction and or are in any way in violation of Applicable Law; and

9.4.      The information furnished during On-Boarding and Compliance Checking is true, accurate, up to date and not misleading.

10.       Disclaimer of Liability

Neither Infinios or CO-BRANDER shall be liable for any loss or damage sustained or incurred by the Account Holder, whether direct or indirect, including loss or damage sustained as a consequence of:

10.1.   Infinios, CO-BRANDER Services, and or Merchants refusing to allow a Transaction or refusing to accept a Card; or

10.2.   Any defect or deficiency in the goods or services supplied to the Account Holder by any Merchant or, where applicable, for any breach of non-performance by a Merchant or the Account Services; or

10.3.   The Account Holder being unable to avail the CO-BRANDER Services and or Account Services either by reason of insufficient funds in the Account, or as a result of the failure of computer systems, network connections, electronic or mechanical failure, or other technical or operational fault whether linked to the CO-BRANDER Services and or Account Services provided by Infinios or CO-BRANDER or not; or

10.4.   The exercise by Infinios or CO-BRANDER of its rights to terminate the Account Services or the Account as a result of suspicious or fraudulent or potentially suspicious or fraudulent use of the Account Services or the Account; or

10.5.   Any injury to the reputation of the Account Holder arising from the non-performance or termination of the Account Services or the refusal of any person to honor or accept Cards; or

10.6.   Any misstatement, misrepresentation, error or omission in any details disclosed by Infinios and or CO-BRANDER to the Account Holder; or

10.7.   Any dispute between the Account Holder and a Merchant or Infinios or CO-BRANDER or any financial institution or other person acting on behalf of a Merchant; or

10.8.   Events outside of Infinios’ and or CO-BRANDER’s control or Force Majeure; or

10.9.   The Account Holder being denied access to the Account Services and or CO-BRANDER Services as a result of Infinios’ and or CO-BRANDER’s bona fide belief that such use or access is unauthorized; or

10.10. Any surcharges and or levies being payable by the Account Holder to Merchants for use of Account Services and or Cards.

11.       Exclusion of Warranties

Infinios and or CO-BRANDER makes no promises, representations or warranties, express, implied, statutory or otherwise in respect of the Account Services and Infinios and or CO-BRANDER specifically disclaim all implied warranties of merchantability, non-infringement and fitness for a particular purpose. In no event shall Infinios and or CO-BRANDER have any liability for any direct, indirect, special, incidental, or consequential damages, however caused and under any theory of liability, including negligence, and whether or not Infinios and or CO-BRANDER has been advised of possibility of such damage.

12.       Personal Information

12.1.   In respect of exercising its rights and performing its obligations and services under these Terms and Conditions, Infinios shall comply with applicable data protection legislation, including but not limited to the Bahrain Personal Data Protection Law, and shall not, as far as is reasonable, do anything, or permit anything to be done, which has the effect of breaching such laws or regulations. Infinios is the Data Controller and a Data Processor of Personal Information in connection with the provision of Account Services and obtains Client Consent during the On-Boarding and Compliance Checking process.

12.2.   CO-BRANDER is a Data Processor of Personal Information in connection with the provision of Account Services.

12.3.   The capture, processing and retention of Personal Information by Infinios and or CO-BRANDER is a mandatory requirement under Applicable Law in respect of the application for and usage of Account Services including but not limited to On-Boarding and Compliance Checking.

12.4.   Personal Information submitted to Infinios and or CO-BRANDER may be stored and processed by computerized or other means by Infinios, CO-BRANDER and or any third-party entity to which Infinios and or CO-BRANDER elects to outsource data hosting or data processing aspects of the Account Services or CO-BRANDER Services.

12.5.   The Applicant and or Account Holder is aware, and has provided Client Consent either by wet or digital signature or by checking the box provided for consent in the digital application, that personal data provided to Infinios and or CO-BRANDER may be disclosed and shared by Infinios and or CO-BRANDER with its affiliates and business partners and other service providers (including banking partners) that may be engaged in providing services to Account Holders as a part of the Account Services or CO-BRANDER Services. Infinios and CO-BRANDER confirm that such consent has been recorded.

12.6.   The Applicant and or Account Holder may at any time withdraw their consent and request that Infinios and or CO-BRANDER stop processing their Personal Information by sending an email to privacy@infinios.com and operations@apiso.io. Upon the processing of such a request Infinios or CO-BRANDER, as appropriate, shall immediately cease to use the Account Services and suspend access to the CO-BRANDER Services and Account Services and the Account Holder shall immediately surrender the User Credentials to Infinios or to the CO-BRANDER within thirty (30) days.

12.7.   The Applicant and or Account Holder may at any time request that Infinios and or CO-BRANDER provide access to or copies of their Personal Information by sending an email to privacy@infinios.com and operations@apiso.io. Upon processing of such a request Infinios or CO-BRANDER, as appropriate, shall contact the Account Holder to make arrangements for such Personal Information to be provided in a secure and convenient format.

12.8.   Any changes to Infinios and or CO-BRANDER’s policy on Personal Information or Client Consent shall be communicated to Account Holders and revised details shall made available via CO-BRANDER Services prior to such changes taking effect.

13.       Incapacity of the Account Holder

13.1.   Infinios and CO-BRANDER must be informed in writing on the incapacity, dissolution, insolvency or bankruptcy of the Account Holder and Infinios and CO-BRANDER shall not be held liable for any loss or damage, whether direct, indirect or consequential, which may arise from any Transactions that are effected prior to written notice having been received by Infinios and CO-BRANDER of such incapacity or insolvency.

13.2.   Upon receiving notice of the Account Holder’s incapacity or insolvency, Infinios and CO-BRANDER shall suspend the Account Services until such time as it is satisfied that a duly appointed successor or court appointed officer has been legally empowered to deal with the Account or that the successors of the Account Holder have established their rights to the assets of the Account Holder in accordance with Applicable Law.

14.       Termination

14.1.   The Account Holder may terminate this Agreement by notice to Infinios and CO-BRANDER via CO-BRANDER Services but such termination shall only be effective on the return to and receipt by Infinios and CO-BRANDER of the User Credentials and the cleared payment of all outstanding liabilities of the Account Holder to Infinios and CO-BRANDER in full.

14.2.   The whole amount of any negative balance on the Account and any outstanding or applicable Account Service Charges will become immediately due and payable in full to Infinios and CO-BRANDER on termination of this Agreement or on the Account Holder’s bankruptcy or incapacity. The Account Holder will be responsible for settling any outstanding amounts on the Account and shall keep Infinios and CO-BRANDER indemnified against all costs, charges (including legal fees), and expenses incurred in recovering such outstanding amounts.

14.3.   In the event that there is a balance outstanding in favor of the Account Holder on termination, after deducting all amounts that are payable by the Account Holder whether by way of Account Service Charges or otherwise, Infinios shall pay such balance to the Account Holder by wire transfer.

14.4.   Infinios and CO-BRANDER may terminate this Agreement at any time by cancelling or refusing to renew the Account Services by providing no less than thirty (30) days’ notice to the Account Holder.

15.       Severability

Each of the provisions hereof shall be severable and distinct from one another and if at any time any one or more of such provisions is or becomes invalid, illegal or unenforceable, the validity, legality or enforceability of the remaining provisions shall not in any way be affected thereby.

16.       Assignment

Infinios shall be entitled to assign any or all its rights and obligations in connection with the Account Services to any party of its choosing after providing no less than thirty (30) days’ notice to the Account Holder. Should the Account Holder not wish for its Personal Information to be shared any such assignee it may terminate this Agreement during such notice period. The Account Holder shall not be entitled to assign its rights in respect of the Account Services.

17.       Indemnity

The Account Holder agrees and undertakes to keep Infinios and or CO-BRANDER indemnified against all actions, claims, costs, expenses and damages brought against or suffered by Infinios and or CO-BRANDER arising from a breach by the Account Holder of these Terms and Conditions. Infinios agrees to keep the Account Holder indemnified against a breach by Infinios of these Terms and Conditions.

18.       Waiver of Remedies

No forbearance, delay or indulgence by Infinios in enforcing these Terms and Conditions shall not prejudice or restrict the rights of Infinios nor shall any waiver of its rights operate as a waiver of any subsequent breach.

19.       Complaints

If Infinios do not deliver the standard of service expected, or if the Company has made a mistake, please provide your feedback using one of the methods described below. Infinios takes your opinions and complaints seriously and will investigate the situation and, if necessary, set about putting matters right as quickly as possible. In addition, the Company will take steps, where appropriate, to prevent a recurrence. Infinios operates a complaints management policy and procedure that aims to ensure all complaints are dealt with fairly, consistently and promptly.

19.1.   Making a Complaint

If you are a client of Infinios and are dissatisfied with or have a complaint about a product or service offered by Infinios, you should let us know so that we can try and put things right. Also, by telling us where you think we have failed, we will be able to provide you with a better service in the future. A complaint can be made by contacting Infinios using any of the following methods:

Email:

Please email the details of your complaint to complaints@infinios.com. You will receive a notification acknowledging your complaint and will be contacted within five (5) business days by the person handling your case.

Letter:

Please write the details of your complaint, including your address, telephone number and email address (where available), and send it by post to:

Complaints Management Officer

11^th Floor, Park Place

Building 2040, Road 2831, Block 428

Seef District

Kingdom of Bahrain

You will receive a notification acknowledging your complaint and you will be contacted within five (5) business days by the person handling your case.

In the event that we are unable to provide an immediate solution to your complaint, you will be provided with a complaint reference number, together with the approximate time frame required to resolve the matter. Upon completion of the investigation you will be contacted with a full response.

19.2.      Handling your complaint

Infinios has internal policies in place to address how complaints are managed. Once we have received your complaint, we aim to resolve the issue as quickly as possible and in a consistent manner.  Your complaint will be promptly acknowledged and investigated by the Complaint’s Management/ Compliance Officer who is independent from Infinios’ day-to-day business functions and will be able to impartially investigate the circumstances giving rise to the complaint. If your complaint is relating to the actions of the compliance function of Infinios it will be passed for investigation to an alternative senior manager that is not linked to the compliance function.

In conducting the investigation, the individual handling your complaint may contact you or your authorized agent to request additional information which may be required to resolve the complaint. We may also, from time to time, get in touch to update you with our progress.

Upon completion of any investigation, we will provide you with correspondence confirming the same. In case of a payment services related complaint, the company will comply with the relevant provisions imposed by the Central Bank of Bahrain including all requirements to report or communicate information related to the complaint in the appropriate manner to necessary authorities. Infinios will also maintain records of the complaints it receives, and the measures taken for their resolution.

20.       Dispute Resolution

Any dispute between the Parties with regard to the Account Services or the rights and obligations of the Account Holder or Infinios or CO-BRANDER under these Terms and Conditions shall be resolved through arbitration proceedings in accordance with the provisions of the Arbitration Laws of Kingdom of Bahrain.

21.       Governing Law

These Terms and Conditions shall be construed in accordance with and governed by the Laws of the Kingdom of Bahrain.

22.       Language

These Terms and Conditions have been prepared in English and have been translated into Arabic, in the event of any contradiction between the English and Arabic texts of these Terms and Conditions, the English text or meaning thereof shall prevail.

23.       Customer Agreement

By applying for and accessing the Account Services the Account Holder acknowledges that (i) that s/he has read, understands and agrees to be bound by these Terms and Conditions without limitation, and (ii) in the event of a dispute, the Account Holder agrees that the application for and accessing the Account Services shall be deemed consent with equal effect to having the Account Holder’s signature hereon.

 

Account Service Charges Schedule