Terms of Using Payment Cards

Identification when using the card

Upon receipt of the card, please sign it in the designated place. If the card does not bear your signature, the merchant has the right to refuse it as payment. In certain circumstances you may be asked to present an identity document. If you are unable to provide such a document, the merchant will not be authorised to serve you.


The PIN-code is an additional security measure for your finances. You should be the only one who knows it.

  • Do not share your PIN-code with anyone.
  • Do not write it on the card or keep it with the card, so that if the card is lost or stolen it cannot be used fraudulently.
  • The PIN-code is a key that grants access to your money. When entering your PIN-code, make sure that no one is watching you enter the secret numerical combination.
  • If the PIN-code is lost, you will need to replace the card.
  • Learn your PIN-code by heart. If you enter an incorrect code more than two times in a row, the ATM may retain your card. If this happens, you will need to contact the bank to get your card back.


Card users often find themselves in the situation of having difficulty remembering their PIN-code, especially if they have several cards. Our bank looks after your comfort and issues card users small, coloured cards – a PIN-memo, which will help you remember your PIN-code.

On the front of the PIN-memo there are cells in five rows, on which to record PIN-codes (for up to a maximum of five cards).

On the back of the PIN-memo there are the instructions explaining the principles of secure recording: for each PIN-code you choose four cells of one colour or another, in a sequence that you can remember, and the others you fill in at random with numbers from 0 to 9 (all numbers should be written in the same hand and ink, so that the PIN-code numbers don’t stand out from the rest).

The PIN-memo is an easy way to remember PIN-codes. Moreover, you can safely keep the PIN-memo card together with your cards, since if they are lost or stolen no one else will be able to find out your PIN-code.

Card use

The card’s validity is indicated on the front; the card is active until the last day of the month shown, inclusive. For example, if the expiration date on the card says 09/18, this means that it will be valid until 30 September 2018.

After the card expires, it will be automatically extended. With payment cards you can make purchases or use services over the Internet or phone, e.g., make reservations for hotel rooms, airline tickets, and car rental. You will need to give the merchant your credit card number, validity period, and cardholder’s name, as well as the CVV2 security code (i.e. the last three digits in the signature panel).

  • Please note that the merchant has the right to reserve an amount that is 20—40% higher than the actual planned amount, in order to provide for compensation of possible additional expenses (for example, use of the mini-bar in a hotel or car mechanical damage during its use). Therefore, we recommend you to keep the receipts from hotels and car rentals and make sure that these merchants only charge you the actual, agreed-upon price.
  • Do not forget to familiarize yourself with all the conditions of agreement on car rental and the rules for booking a hotel room, since not following them could result in additional money being withheld from your account (for example, for breaking traffic rules, returning a car without a full tank of gas, late cancellation of a hotel reservation, or date change).
  • When paying by card in a restaurant, you should pay attention to three columns on the check: the cost as compared to the restaurant’s price list, Tips or Extras – you need to write in the amount or put a dash, and in the Total column you must write the total amount yourself, adding in the tips.

The choice of transaction currency at the merchant’s

  • We recommend choosing the national currency of the corresponding country for transactions. It will allow you to avoid a withdrawal of an unplanned bigger amount from your card account.
  • A merchant may offer you to choose the transaction currency, but he has no right to impose any decision regarding the transaction currency in favour of the national or any other currency. The decision is always made by a client — the cardholder. Before the transaction, learn about the currency exchange rate offered at the merchant’s.

If you choose to pay in a currency different from the national one, upon the completion of your transaction, compare the currency exchange rate on the check with the one offered before.

Card account information in Internetbank

In formation regarding the card account transactions is available in Internetbank. The transactions received by the bank up to the previous banking day are included.

General security measures using cards

To ensure safety of your card account funds, please follow the rules listed below.

  • Do not give your card to other persons. The card may be used by the cardholder only.
  • Keep the card in a safe place, where no one else can access it or the information related to it (number, validity period, PIN-code, etc.).
  • If due to some suspicious situation you suppose that your PIN-code or other personal information possibly was disclosed and became known to strangers, contact the bank for blocking and replacing the card.
  • Try to ensure that your card details (card number, validity period, the CVV2 security code) are not sent via open communication channels, especially via e-mail, since they might be captured by fraudsters. In case providing data is necessary for making a payment (performing hotel or travel reservation by phone, fax, or via the Internet), try to use services of companies having impeccable reputation and also use possibly safest way of submitting the data (e.g. Internet sites with modern data security methods used). Remember that the PIN-code is not part of the card details that are required for performing remote transactions, that is why providing your PIN-code to anyone should be absolutely excluded, whatever is the pretext of requesting it.
  • There is a type of fraud called ‘phishing’, when fraudsters posing as financial institutions, Internet shops, or other companies send out e-mails with links to sites that imitate those of real companies and ask the user for confidential information (passwords, card details, PIN-code), seemingly to update the company’s customer data base. Under no circumstances should you answer such messages, since as a result the information could be used for fraudulent purposes.
  • Request all card transactions to be performed in your presence only. Try not to allow the card to disappear from your field of view, even if it is necessary for making the payment. Remember that your card information can be copied by using special devices and later used for producing a fake card. In case you suspect this has occurred, block the card and contact the bank for replacing it.
  • Before signing the receipt, make sure the transaction amount and currency are specified correctly.
  • Do not sign a receipt with a blank transaction amount field.
  • Do not accept advice or help of others when using your payment card. Following this rule is especially important when using ATMs.
  • Once a month, check your card account transactions for the month. If you notice that your card account has been used to pay for purchases that you did not make, contact the bank immediately in order to block the card until all facts are made clear.
  • Keep all documents confirming transactions (copies of receipts) at least until you check the list of card account transactions.
  • Don’t keep your card close to sources of strong magnetic fields (radio, mobile phones, computer monitors, video equipment, microwave ovens, etc.), and be careful in shops which use magnetic scanning devices. All of these can harm the card magnetic strip.
  • Set a 24-hour limit on purchases that matches the amount you spend daily using your card. Thus you increase safety of your payment card funds and protect yourself from substantial losses.
  • Unless it is necessary, we do not recommend you change the bank standard limit on cash withdrawal from ATMs. For ensuring safety of your funds, you can set reduced 24-hour limit on cash withdrawal from ATMs that best matches the amount of cash you need daily.
  • Take care of storing the card as carefully as you do when storing cash.

Security measures using cards in ATMs

  • Try not to change the ATMs you use, use those you already know.
  • When you approach an ATM, look around. If you notice persons looking suspicious, use another ATM.
  • Before using the ATM, examine its external appearance. If you notice some extraneous devices, units, wires, or traces of structural changes, use another ATM.
  • Do not apply physical force to insert the card in the ATM.
  • If there are people in queue behind you, make sure that no one can see your PIN-code.
  • When entering the PIN-code, stand possibly closer to the ATM; enter the PIN-code with your middle finger (thus your palm is opened, preventing malicious persons from seeing the buttons you press); if possible, hide the keypad with your other palm. Enter the PIN-code only after it is requested by ATM.
  • Be especially cautious if some stranger offers you help when using the ATM, even if your card is stuck or there are other problems while performing a transaction. Do not enter the PIN-code when a stranger can see it; do not allow to distract your attention, since meanwhile the fraudsters might take your card or cash from the ATM. If such situation occurs, contact the bank immediately in order to block the card until all facts are made clear.
  • If you suppose the ATM does not function correctly, press the “cancel” button, retrieve your card and use another ATM. If problems occur after you requested the withdrawal of necessary amount, do not go away before you make sure the transaction is completed, withdrawal is cancelled, or a prompt for a new transaction appears on the ATM screen.
  • If your card has been retained by the ATM, make sure it has been actually captured and the transaction you were performing has been completed (in particular if the ATM continues to service other customers or is ready for performing another transaction). Otherwise, after you go away, the ATM might return the card or dispense the cash you requested for withdrawal, and they can be collected by third persons.
  • After the cash was dispensed, leave the ATM only after you have put both the cash and the card in your wallet, purse, or bag, etc.
  • Learn your PIN-code by heart or use the PIN-memo card. If you record your PIN-code in the clear, there will be possibility that someone else can discover it. Remember that responsibility for transactions made using the PIN-code always resides with the customer.
  • Be careful when entering the PIN-code. If you enter an incorrect PIN-code more than twice, your card may be retained by ATM.
  • Always keep all receipts printed by ATM.

Security measures using cards on the Internet

  • Do not answer email messages which look as if they were sent in the name of the bank, asking you to provide personal information. Contact the bank using the phone number you know to be a genuine one in order to find out whether the message was actually sent by the bank.
  • Never follow the links contained in such messages (even to the bank’s homepage), since they might actually be links to fraudulent Websites.
  • Never disclose your PIN-code via the Internet.
  • Use services of well-known and reliable merchants only.
  • Before using the card on the Internet, make sure you have the possibility to contact the merchant in case of  issues you might face or questions you might want to ask. Make sure the addresses and telephone numbers provided on the Internet site are correct.
  • Check the addresses of the Internet sites you connect to, since fraudsters might use names resembling homepage addresses of actually existing companies in order to direct you to fake sites.
  • Avoid using services on the Internet with doubtful content; they are often created with the purpose of receiving information on bank cards and of making further illegal use of it.
  • If you have some suspicion while visiting an Internet site, or you do not want to provide your card details or personal data, leave the page, report your suspicions to the bank, and use other means for your purchase.
  • Control your email messages, do not open messages from unknown senders, and do not provide your personal data. In case it is necessary to send your personal data to a trusted recipient, use means of cryptographic protection, since ordinary messages might be captured and used to inflict harm upon you.
  • Install antivirus software on your computer and perform regular updates of it as well as updates of other software products you use (operating system and applications) – this will protect you against viruses and other malicious software.
  • Install firewall on your computer in order to prevent unauthorized access to it.
  • For making purchases, use only your own computer; do not use Internet cafes or other available means, where spyware might be installed in order to capture the private data you enter.
  • Choose non-trivial passwords that are not related to your date of birth or other personal data. If possible, use alphanumeric passwords. Do not record your passwords or disclose them to anyone. If you are afraid of forgetting the password, invent your own system of recording it (e.g. record it as a telephone number or address in your address book).

Contested transactions

If a transaction has been charged to your card account that you did not make, or if an incorrect amount has been charged, you have the right to contest the transaction by making a written claim to us.

The claim must be submitted in writing no later than 30 days after receipt of the card account statement.

The bank will inform you of the progress of the claim investigation; in particular, a written acknowledgment of receipt will be sent to you within 10 business days following the receipt of your claim. An answer will be provided to you without undue delay, and in any case within a period which cannot exceed one month between the date of receipt of the claim and the date on which the answer will be sent.

Instances when cards should be blocked

If your card has been lost or stolen, or someone else has discovered your PIN-code, or you suspect fraudulent use of your card (e.g. you have received an SMS-report of a transaction you did not perform), you need to block the card and provide all relevant information about the circumstances as quickly as possible. You can do this by calling our Client Line at +352 2785 4544 (round-the clock).

This notification is to be confirmed in writing to the Bank as soon as possible thereafter.

Also, in case of theft or fraudulent use of the card, the police or similar law enforcement authorities of the country where such incident occurred should be notified within 24 hours of its occurrence.

You should remember that responsibility for transactions made with a lost/stolen card lies with the cardholder, so it is in your interests to block such card as quickly as possible.

Write down the Client Line telephone number provided above so that you can block the card quickly if necessary.

Additional means of security for use of cards in particular countries

In order to minimize risks of fraudulent transactions, we have established restrictions on use of payment cards in the following countries: Argentina, Aruba, Australia, Bangladesh, Bolivia, Brazil, Cambodia, Chile, China, Colombia, Costa Rica, Cuba, Dominican, Ecuador, Egypt, Fiji, Guatemala, Haiti, Honduras, Hong Kong, India, Indonesia, Jamaica, Japan, Kenya, Laos, Lebanon, Malaysia, Mexico, Morocco, Nepal, North Korea, Pakistan, Panama, Paraguay, Peru, Philippines, Singapore, Sri-Lanka, Syria, Taiwan, Tanzania, Thailand, Trinidad and Tobago, Tunis, South Africa, South Korea, USA, Venezuela, Vietnam.

To ensure uninterrupted use of your card, please inform your Client Relationship Manager prior to traveling to any of these countries.