1. Definitions
a) Bank - Banca Transilvania, the credit institution that provides the corporate client with the chatbot Raul service from BT.
b) Chatbot Raul from BT - a robot that facilitates obtaining banking information, as well as information of general and particular interest, through the WhatsApp Messenger messaging application, after connecting to the Internet. The messaging application within which the service is available can be modified by the Bank at any time, the new list of applications being brought to the attention of customers by publishing it on the official website of the bank.
c)Raul from BT – virtual contact available in the messaging application mentioned in chap. I point b, in which the Bank has integrated the Raul chatbot from BT.
d) Client - legal entity, having a current account opened at Banca Transilvania.
e) User - natural person, legal representative/authorized person, who represents the Client in the relationship with the Bank.
f) OTP (one time password) - the method consisting of automatic transmission via SMS of temporary passwords with limited validity in time (the OTP SMS is generated at an interval of 5 minutes, in case it was entered incorrectly in the application), passwords that will be used for enrollment in the application related to the Raul service from BT and/or for the acceptance of the issuance request made through Raul from BT for documents of the type mentioned in art. 3.1 lit. b of these Terms.
g)Subscription – the manner in which the user expresses within the Raul chatbot from BT, within its specific section, distinct and explicit consent for receiving from the bank information of the type that is the object of art. 3.2. of these terms of use.
h)Unsubscribe - the method by which the user withdraws within the Raul chatbot from BT, in its specific section, the previously given consent for receiving from the bank information of the type that is the subject of art. 3.2. of these terms of use.
2. Prerequisites
2.1. For the use of the Raul Chatbot from BT, the purchase of the necessary hardware and software (computer and/or smartphone with a functional operating system that also includes an internet browser), the required licenses, and ensuring the Internet connection, are exclusively the responsibility of the User.
2.2. The Bank assumes no obligation related to the installation, maintenance, repair, or setting of the equipment through which the User accesses the BT Raul Chatbot.
2.3. The Bank has no liability regarding any errors that may occur in the use of the Raul Chatbot from BT and which are due to malfunctions, errors or non-compliance with legal provisions regulating the use of services in general and telecommunications services, in particular.
2.4. The bank assumes no responsibility in case of virus infection of the phone and/or computer used by the User to access the service.
3. The object of the BT Raul chatbot service
3.1. Obtaining information regarding the Client's bank accounts/products/services through the messaging application can be done following the introduction of the Client's Unique Registration Code (CUI) and the OTP sent to the User via SMS, as well as the acceptance of the service usage conditions.
By accessing the service, the User will be able to:
a. obtain the following information related to the Client's accounts and/or products/services:
- information regarding the current account / card balance in lei and foreign currency
- information regarding the balance of loyalty points related to credit cards
- information regarding the IBAN current account/ lei and foreign currency card
- information regarding payment obligations on credit cards
- information regarding the payment obligations on loans accessed from the Bank and, where applicable*, from BT Microfinanțare IFN SA (BT Mic), * if the Client has a business relationship also with BT Mic, and the User is the Client's representative also at BT Mic
- information regarding CECs/ payment BOs
- information regarding the seizures established on the account
- information regarding the UNLIMITED package in the BT network and the attached extra options
Information accessible to the User through the Raul chatbot service from BT can be modified by the Bank at any time, the new list thereof being opposable to all customers from the date of publication on the bank's official website of these modified/ supplemented conditions in this regard.
b. request the issuance of CEC/BO/ORN slips and bill of exchange.
3.2. Receiving through the Raul chatbot from BT, only after subscription, messages of particular or general interest sent by BT, related to the business relationship with the bank of the company/companies represented by the user.
4. Accessing the Raul chatbot from BT
4.1. Client Enrollment
The Client's enrollment in the Raul chatbot from BT is done by adding the contact (+40) 757 080 006 – “Raul from BT” – to the User's WhatsApp list, in any of the networks where the Raul chatbot from BT has been integrated.
4.2. Client Authentication
The User enters the Unique Customer Registration Code of BT (CUI) on the chat page. The validation of the Unique Registration Code is done based on the OTP, which will be sent to the User via SMS to the mobile phone number used to access the chatbot and declared in the Bank's records as belonging to the User. The OTP is generated at 5-minute intervals if it was incorrectly entered in the application. The OTP is not generated or sent if the mobile phone number used to access the chatbot does not belong to the User and/or has not been declared to the Bank. By using the service, the User declares on their own responsibility that they hold the position of legal representative/authorized person of the legal entity Client both at Banca Transilvania and at BT Microfinanțare IFN SA, if applicable. If the application records 10 (combined) errors in entering the requested data, the application locks, with the User having the possibility to resume communication with the application after a 24-hour interval.
4.3. Reading and accepting the "Terms of use and obtaining banking information through the Raul chatbot from BT"
By entering the client code of the legal entity client, you expressly and unequivocally confirm that you have read and agree to the provisions of the "Terms of Use and obtaining banking information through the Raul chatbot from BT", which you commit to comply with.
4.4. Conversation
After entering the access data into the chatbot (CUI and OTP obtained via SMS) the User will be able to start the conversation with the chatbot, requesting any of the information indicated in art. 3.1. Only if the user has subscribed to receive messages of the type mentioned in art. 3.2., the conversation consisting of transmitting such messages may be initiated by the bank, without the user being required to previously enter the access data into the chatbot.
4.5. Termination/ interruption of the conversation
At any time after providing the data requested by the client, the Bank may ask the User if they understand/ wish to request additional information. If the User no longer wishes to obtain other information, they must request "disconnection," at which point the conversation with them will be ended.
In case of account disconnection by the User, the information provided through this service will only be accessible again after a new registration of the CUI, respectively a new OTP sent via SMS to the User's phone number registered in the BT system.
In order not to be available after logout, the conversation history between the User and Raul the BT Chatbot must be deleted by the User within the messaging application. In case these information are not deleted by the User, the Bank assumes no responsibility for their access by unauthorized third parties.
The bank automatically disconnects from the BT Stream the conversation from the Client's account 5 days after the last activity, the User being required to restart the login process to initiate a new conversation.
The bank automatically disconnects the Client's BT River account 6 months after the last login, the User being required to restart the enrollment process to use the chatbot.
5. Costs, taxes and fees related to the Raul chatbot from BT
5.1. The cost for using BT's Raul chatbot is zero.
5.2. The service cost may be changed by the Bank within the terms and conditions provided in the General Business Conditions applicable to legal entity clients.
6. Rights and obligations of the parties
6.1. The rights of the bank
6.1.1. The Bank has the right to block the User's access to the Raul de la BT chatbot when it has reasonable suspicions that the client's identification/access elements in the chatbot are being used by unauthorized persons and/or in a fraudulent manner (including in situations where there are suspicions of fraud through phishing attacks).
6.1.2. The Bank may terminate the conversation session with a User, under the conditions provided in art. 4.5.
6.1.3. The Bank may not respond to User questions that do not concern the categories of information provided in art. 3.
6.1.4. The Bank may send to the user who has subscribed to this category messages like those in art. 3.2 through the BT Raul chatbot. The Bank does not assume an obligation to communicate such messages via the chatbot, but only has the right to use this channel to transmit them.
6.2. The obligations of the bank
6.2.1. To make available to the User who has correctly completed the necessary login steps, provided in art. 4.1. - 4.3., any of the information requested by them among those provided in art. 3.1.
6.3. User rights
6.3.1. The user who accepted the terms of service and entered in the dialog box the access data requested by the Raul chatbot has the right to request from the Bank any of the information provided in art. 3.1. and to obtain a response to them.
6.3.2. The User may request specialized assistance from the Bank regarding this service, as long as it exclusively concerns issues related to the removal or correction of any errors of the chatbot Raul from BT.
6.4. User's obligations
6.4.1. The User is obliged to notify the Bank in writing regarding any changes that have occurred in their identification data, immediately after such changes have taken place.
6.4.2. The User undertakes to maintain confidentiality regarding the identification elements granted to them by the bank, including in the case of receiving “phishing” type messages. The User assumes full responsibility for disclosing their identification data to other persons, including as a result of phishing attempts, which constitutes a case of gross negligence on the part of the User.
6.4.3. The user must inform the bank immediately upon noticing that an unauthorized person has become aware of their identification elements (including in the case where the access data have been disclosed to third parties, as a result of “phishing” attempts).
6.4.4. Utilizatorul se obligă să nu aducă modificări de niciun fel Chatbot-ului Raul de la BT, să nu folosească imagini, texte, ecrane sau pagini ale chatbot-ului în alte scopuri decât cele prevăzute în prezentul document. De asemenea, copierea, reproducerea, publicarea sau distribuirea de către Utilizator a unor elemente, ca cele mai sus menționate, ale aplicației sunt strict interzise, fără acordul scris prealabil acordat în acest sens de Bancă.
7. Responsibility of the parties
7.1. The Bank's liability cannot be engaged in the event of damages caused by improper use of BT's Raul Chatbot by the User.
7.2. The Bank is not liable for loss of profits, material or moral damages suffered by the User and the Client.
7.3. The Bank is not liable even in the following situations:
a) when due to the User's fault, the Client's identification elements for using the BT Raul Chatbot become known to other persons;
b) when, as a result of the breach of its obligation provided in art. 6.4.1., the User does not inform the Bank of the change of the phone number indicated in art. 4.2, and the information provided through this service becomes known to unauthorized persons;
c) the account in the User's messaging application was accessed or viewed by unauthorized third parties;
d) the User's IT system has been accessed by unauthorized third parties or has been hacked (penetration of the system by other persons/"hackers");
e) in case the User discloses identification elements of unauthorized persons, including as a result of "phishing" attacks or computer viruses on their equipment;
f) The Bank is not responsible for any damages suffered by the User and the Client in case the information provided in art. 3.1. cannot be provided due to the malfunctioning of the bank's communication system or if the provided information is not updated.
8. Suspension of enrollment rights in Raul chatbot from BT
8.1. The User's access to the BT Raul Chatbot service will be blocked whenever the Bank reasonably believes that the access data has been compromised or whenever the queries are considered suspicious.
9. Termination of communication via the Raul chatbot from BT
9.1. Communication through the BT Chatbot Raul ceases by law on the closing date of the Client's current account opened at Banca Transilvania.
9.2. The User's request to cease communication with the bank through this service is transmitted via the menu of “disconnect” of the chatbot Raul from BT, at any time. For this purpose, the User will select the Logout option from the chatbot menu. The provisions of art. 4.5. regarding the deletion of conversation history apply accordingly.
9.3. The bank may stop providing the banking information retrieval service through the BT Raul Chatbot at any time without prior written notice to the User and the Client.
10. Confidentiality of information
10.1. The Bank shall maintain confidentiality and shall not publish or disclose in any way any information or data regarding the User and/or the Client's accounts/products/services available through the Raul BT Chatbot service neither during nor after the termination of the use of this service except in cases where it is required by law or when/how necessary to be able to provide this service (e.g., to suppliers without whom the Raul BT chatbot offered through WhatsApp cannot operate).
10.2. The bank assumes no responsibility whatsoever in the event that the messaging application through which this service will be available processes, collects, or stores in any way the data of the User, the Client and/or the content, partially or totally, of the conversations between the User and the Raul chatbot from BT.
10.3. The Bank will not allow access to information about the User/ Client provided through the Raul de la BT Chatbot except to employees or persons/ authorities who, by the nature of their function, have access to such data, as well as to service providers contracted to offer the Raul de la BT service, providers without whom the message transmission cannot be carried out. The Bank will not allow its employees to disclose any data or information regarding the User, the Client's accounts/ products/ services without the prior written consent of the User/ Client.
The confidentiality restriction does not apply if:
- The information is requested by a judicial authority during a judicial procedure, in accordance with the law, and the disclosure is authorized by the Bank's Management;
- In disclosing such information, the Bank justifies a legitimate interest;
- The Client/ User requests the Bank in writing to disclose the information;
- In any other cases provided by law, which obliges the bank to disclose information of a banking secrecy nature.
11. Information regarding the processing of personal data in the context of using the BT Whatsapp chatbot Raul
11.1. The use of this service involves processing the User's phone number (which is compared / must be the same as the one declared in the bank's records), as well as their status as a representative of the Client in relation to the bank. This information is personal data of the User.
If you are a User, you should know that this personal data concerning you is used for the purpose of verifying your identity and your status, in order to ensure that you have the right to obtain information about the company offered by Raul from BT.
We want to use this data concerning you also to collect your opinion about the interaction you had with Raul from BT (the evaluation of the quality of the bank's services), since we have the legitimate interest to evaluate the services we offer, with the aim of improving them. The opinion expressed (either in the form of a rating given to this interaction, or in the form of details about it), is also personal data concerning you. If you do not wish to evaluate this service, you can skip the step in which your opinion about Raul from BT is requested.
Distinct from the main object of the Raul chatbot service from BT provided in art. 3.1 of these Terms of Use, the bank offers Users the possibility to subscribe to receive – in the Raul chatbot from BT – messages of the type specified in art. 3.2. The bank has the right to send messages of this type only after the User has subscribed to receive them and, respectively, only for the period during which this subscription is active. We use the User's personal data to collect the expressed option, to record it in the bank's records, and to respect it.
Messages in the category from art. 3.2. are exclusively messages of general and/or particular interest related to the business relationship with the company's/businesses' bank that the User represents, and not commercial messages (direct marketing). The User is not obliged to subscribe to receive such messages, having the possibility to use the services provided in art. 3.1. regardless of whether they subscribe to receive them or not.
The user who decides to subscribe has the right to request unsubscription from receiving these messages at any time, without this unsubscription affecting their right to continue receiving from the bank the information provided in art. 3.1 of the Terms of Use. Once unsubscribed, the User will no longer receive such messages through the Raul chatbot from BT, until the moment of a possible new subscription.
For the avoidance of any doubt, unsubscribing from receiving messages under art. 3.2 of this chatbot does not affect the bank's right to send such messages to users or clients through other communication channels, such as, but not limited to SMS, email, mail, to the extent that it has a purpose and a legal basis for such sending.
Also, although this service is exclusively dedicated to legal entity clients of Transilvania Bank, and information about this category of clients is generally not considered personal data, please note that the information necessary for authentication, as well as that provided by Raul from BT about the accounts/ cards/ transactions of entities such as P.F.A., I.I., individual forms of practicing certain liberal professions (e.g., individual law offices, notaries, bailiff offices, etc.) are subject to personal data regulations and it is necessary for these to be processed by the bank in order to provide the Raul from BT service.
Since the Users of this service are BT clients, please note that this specific information note is supplemented by the provisions of General information note regarding the processing and protection of personal data belonging to BT Clients, in which you can find details about the categories of recipients of personal data, the retention period, as well as about the rights you benefit from in connection with the processing of your personal data and how these can be exercised. The general information note is an integral part of the BT Privacy Policy, available on the website www.bancatransilvania.ro or on request at any branch of the bank.
12. Communications
12.1. The modification/ completion of the clauses of these Chatbot Raul from BT service usage conditions will be communicated to the User/ Client and binding upon them, from the date of displaying their updated version on the bank's official website - www.bancatransilvania.ro.
13. Force majeure
13.1. Force majeure, as defined by law, exempts from liability the party invoking it. Force majeure is any external, unforeseeable, absolutely invincible and inevitable event. The party invoking force majeure must notify the other party of this in writing, within 5 days from the date of the event's occurrence.
14. Conflict and dispute resolution
14.1. These terms of use for the BT Chatbot Raul service are governed by Romanian law. Any dispute arising between the parties concerning the BT Chatbot Raul service will be resolved amicably between the User/Client and the Bank. If this is not possible, the Bank or the Client may address the competent courts in Romania.
15. Final provisions
15.1. The usage conditions of the BT Raul Chatbot are supplemented by the General Business Conditions of Banca Transilvania.
