Article 1. Definition
1.1IVB is abbreviation ofIndovina Bank Ltd., Co, including Business Center at Head Office, Branches and Transaction Office in nationwide, providing customers with IVB Mobile Banking services base on Terms & Conditions.
1.2Customer is the enterprise who have current account at IVB and register IVB Mobile Banking services.
1.3“IVB Mobile Banking service”(or service): is banking service through Mobile Phone, customer can make E-banking transactions with IVB through Mobile Phone inside Vietnam, including IVB Mobile application.
1.4“Non-finance transaction” is the transactionswhich do not change customers’ finance condition at IVB such as: account enquiry transactions, customer’s information enquiry transactions…
1.5“Financial transaction” is the transactions which change customer’s finance condition at IVB such as: Internal money transfer, domestic money transfer, bill payment, VN Top Up and Visa Card Payment.
1.6“Account” is current account in Viet Nam Dong or foreign currency, time deposit/call deposit, and/ or customers’ loan account at IVB.
1.7“IVB Mobile Service Contract” is the combination of registration form andIVB Mobile Service Terms & condition.
1.8“User Name” is the letters provided for customers by IVB to log into IVB Mobile application.
1.9“Password”(PIN):is personaldigits that customers use when logging into IVB Mobile application.
1.10One time activatedcode (OTAC): is the string of random letters automatically generated by IVB system to activateIVB Mobile Banking applicationafter successfully setting up on Mobile Phone by customers. One time activatedcodeis effective in a period of time based on IVB’s terms.
1.11“Applications unlocking code” (Unlocking code): is the string including 10 characters automatically generated by IVB system to unlock IVB Mobile application whenit is locked due to customer entered PIN incorrectly over time allowed.
1.12"Telephone number registered by customers": is customers’ mobile phone numberwhich is used to receive OTAC and installIVB Mobile application, make SMS banking transactions, receive messages automatically, and other information according to the customers' registration.
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Article 2. Password, mobilephone, application setup
2.1The information such as username, password, application phone number must be kept secret by customers. In case information is lost, stolen, leaked or suspected to be leaked, customersneed to contact Business Center at Head Office,Branches/ transaction offices on working days from 08:00 to16:30 to timely support,and will bear all risks, damage which occur before being informedto IVB by customers.
2.2Re-issusing passwords or stopping services is done based on the customers requirements, as IVB terms and be only effective after IVB confirmation.
Article 3. Scope of services
Perform financial transactions at Section 5 and non-financial on IVB Mobile applications: including query deposits account information, overdraft accounts, savings, loans and other banking information about interest rates, exchange rates, ATM location/POS,bankaddress.
Article 4. Service charges
4.1IVB Mobile service charges is published by IVB from time to time at Business center at Head Office, branches and transaction offices of IVB and on the IVB website at the address
4.2Mobile Service charges can be collected before, after or as soon as the transaction is done depends on the type of transactionsmade by customers.
4.3When fee policyis changed, IVB will inform customers in the ways specified in Article 9 below.
Article 5. Time of transaction processing
5.1 Customersprocess transactions 24 hours a day and 7 days a week.
5.2IVB will respond to customers’ requests as soon as receiving request from customers
Article 6. Customers’ rights and responsibilities
6.1Customers’ rights
6.1.1Using IVB Mobile within scale which agreed with IVB
6.1.2Changing information content registered with the IVB when required.
6.1.3Sending complaintconcerning to the use of IVB Mobile services to Business center - Head office, any branches/ transaction offices of IVB nationwide or through IVB hotline 1900588879
6.1.4Unilaterally terminate the services contract after sending a written request to stop using the service by form of IVB at Business Center at the Head Office, the branches / transaction offices and approved by IVB; or make a request to stop using the service through “stop using the service” features at IVB Mobile application (for IVB Mobile app).
6.1.5Other customers’ rights mentioned in other sections of the Terms and Conditions of this service and other regulations related to law.
6.2Responsibility of the customer
6.2.1Using service and managing account based on regulations, guidelines of the IVB by law.
6.2.2Fully and accurately providenecessary information requestedby IVB in registration service and during service using. Immediately inform IVB in writing at Business Center - Head Office and Branches, IVB transaction officesin case of having any changes
6.2.3When using IVB Mobile services, customers agree that
- Change your password as soon as using services
- Immediately inform Business Center at the Head Office, Branches/ transaction office of IVB in case of have any changes relating to the mobile phone number registered to use theIVB Mobile Banking service by current IVB regulations (whether these changes arising from the change of new phone number, or stop using the service with provider, or customers’ mobile phone lostor any other reasons). In case of not receiving any notifications from customers, IVB will continue to provide services through the phone number registered by customers.
c. Agree to receive messages from IVB:
-Being informed account balance changing in case customers registered to use the service.
-Being informed financial information (exchange rates, interest rates).
-Being informed new products, services and promotions.
-Being informed other notifications for implementing transactions with customers.
6.2.4IVB not guarantee the security of any information or services messageand not responsible for the information or services message being accessed or used by a non-authorized party. Customer agrees that IVB is released responsibility in such cases.
6.2.5Customers have responsibility to keep secret the user name, password, mobile number (installed applications). Immediately inform IVB if the above informations are leaked or in doubts to be leaked, or phonenumber changed or phone lost; and be responsible for all transactions made in IVB Mobile Servicesbefore customers informed IVB and that transactions were successfully processed by IVB
6.2.6Customers have responsibility to take all suitable method to ensure safety is guaranteed, to ensure compatibility for all kinds of machinery and equipment, system software, application software ... using by customers when connecting, accessing to services in order to control, prevent and stop unauthorized service use.
6.2.7Check the reasonableness and validity the information of third-party provided on IVB Mobile Banking service screen before using. Read, understand, comply with and be bound by the provisions relating to transactions on IVB Mobile Banking service before using.
6.2.8Responsible for phone charges, Internet access fees and other charges collected by third party when using IVB Mobileservice.
6.2.9IVB have responsibility to fully equipped and regularly maintain machinery to ensure quality for all kinds of machinery, connection equipment, software system, application software ... in order to connect, access services safely.
6.2.10Customers are responsible to payfully all charges related to use of service according to IVB regulations.
6.2.11Authorized customers unconditionally irrevocably for IVB automatically debit your account for charging customers and payments arising from and related to the use of Customer Service
6.2.12Agree that messages are sent to the customers from IVB Mobile Banking service if these messages had already been executed by the service provider, whether Customer had received these messages or not.
6.2.13Other responsibilities according to regulations of other sections inside this Terms and Conditions of using IVB Mobile Banking service and other regulations related to the Law.
6.2.14All Terms and Conditions of using IVB Mobile Banking service are still effective after customers stop using or ca Terms and Conditions of using IVB Mobile Banking service Terms and Conditions to the extent related to customers’ right and responsibilities during the time of using this service.
Article 7. IVB Rights and Responsibilities
7.1Rights of IVB
7.1.1Require customer to provide personal information, identification, signatures from the legal representative and enterprise’s legal documents when customers making requests related to IVB Mobile Service.
7.1.2When needed, IVB has the right to change, stop or cancel providing service without customer’s agreement. However, IVB has responsibility to inform customers if any changes, pauses or cancellation of this service takes place.
7.1.3Refuse transactions in case IVB detects transactions at the time of executing include illegal or invalid contents, or insufficient information to execute, or according to request from competent Government or other causes outof IVB’s control.
7.1.4IVB is not responsible for any of customer’s loss or damage arisen during the time of using service, unless damage and loss caused by IVB’s fault.
7.1.5IVB is not responsible for customer’s direct or indirect damages arising from or related to:
The use of service or approach information provided by this service of customer’s authorized representatives; or
- The integrity or authenticity of messages sent to the customers; or:
- Messages are sent by a third party who in any way have their device connected to customer’s registered mobile number; or
- Interruption, postpone, delay, unavailable status or other incidents occurred during the course of providing service due to causes beyond the reasonable control of IVB, including but not limited to the disruptions caused by the need of service updating or repairing, or transmission error from
- telecommunications service provider; or
- Any unavoidable event including but not limited to natural disaster, strike, terrorism, riot, war, or requests or directions from the Government and other competent Government Authorities.
7.2IVB Responsibilities
7.2.1To ensure customers’ benefits according to this IVB mobile service Terms and Conditions.
7.2.2To secure customers’ information, accounts and transactions according to regulations of the Law.
7.2.3To deactivate customers’ IVB Mobile Account upon receiving customers’ valid notification in writing about customers mobile device with IVB Mobile application installed was lost, stolen or customers’ password was leaked during 8:00AM to 4:30PM in IVB’s working days.
7.2.4To support, consult, execute customers’ requests during customers register and using IVB Service; to ensure services are provided in the most stable, safest way.
7.2.5To resolve customers’ inquiry and complaints as prescribed.
7.2.6To inform customers within a reasonable period prior to any change in the policy related to the service according to Article 9 below .
7.2.7Other responsibilities according to this IVB Mobile Banking service Terms and Conditions and other related regulations of the Law.
Article 8. Term of responsibility release
IVB is not responsible for any of customers’ loss or damage arising from/by:
8.1Customers reveal access password, access code to those who are authorized or not authorized by Customers; or
8.2Delays in sending or receiving messages due tocustomers’ fault; or
8.3Customers provide incorrect information; or
8.4Messages sent and received by third party and the third party with all capabilities had made connection with the phone number registered by Customer; or
8.5Any interruption, delay, unready status or other incidents occurred during the process of providing IVB Mobile Banking service due to causes of IVB’ s out control, including but not limited to the disruptions caused by the need of service updating or repairing; transmission error from telecommunications service provider; interruption caused by the provider of bill payment service; related third parties’ fault; power breakdown; natural disaster, enemy sabotage, strike, requests or directions from the Government and other competent Government Authorities; or
8.6Decisions of competent Government Authorities or according to regulations of the Law.
Article 9: Modification, supplementationIVB Mobile Banking Services Terms Conditions and contract termination
9.1IVB has the right to amend contents of IVB Mobile Banking service Terms and Conditions by sending notification to customers.
9.2Notification of amendments is deemed to have delivered to customers if: notifications were posted on IVB website at or sent to customers‘ registered email; or sent to customers’ registered address after the conventional period prescribed by the post office; or sent to customers’ registered mobile number; or be left at Business Center at the Head Office, Branches/Transaction Center of IVB; or other methods that IVB found appropriate.
9.3Customers’ agreement or rejection amended contents of this IVB Mobile Banking Terms and Conditions does not affect the legality and validity of regulations of this Terms and Conditions of using IVB Mobile Banking service. All parties continue to be bound by the rights and responsibilities according to this Terms and Conditions of using IVB Mobile Service.
9.4Customers have the right to unilaterally terminate IVB Mobile Service’s contract if customer not agree with amended contents of IVB Mobile Service Terms and Conditions. In case customers continue to use IVB Mobile Banking service means that customers have accepted IVB’s amendments.
9.5IVB has responsibility to inform customers of any amendments, pause or termination in providing services. Customers may request to terminate the use of service at any time by sending notification in paper to IVB. The termination will be effective upon IVB’s confirmation of stop service providing.
Article 10: Regulations of adjustment and dispute settlement
10.1Contract of using IVB Mobile Banking service is adjusted by the Law of Vietnam. IVB and customers commit to comply with the prescribed contents of IVB Mobile Banking service contract and the attached amendments, supplements, appendices (if any) . In implementation process, if any dispute arising, it will be solved by negotiation and mediation in priority. In case negotiation and mediation fail, the parties may refer the dispute to the competent court in Ho Chi Minh City to be arbitrated.
10.2In case of complaints, disputes of customers unrelated to IVB’s fault, customers will have to bear all the costs arising from the act of complaints and disputes settlement according to the regulations of competent Government Authorities.
Article 11: Other agreements and implementation conditions
11.1IVB Mobile Banking service application form and Terms and Conditions for using IVB Mobile Banking service are an unseparated part. By signing in IVB Mobile Banking service application form, customerscommit to have read, understood and willing to comply fully with the above Terms and Conditions of using IVB Mobile Banking service and regulations of the Law of Vietnam.
11.2IVB Mobile Banking service contract is effective from the date customers sign in IVB Mobile Banking service application form.
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