TERMS AND CONDITIONS OF USE OF BT VISUAL HELP

1. BT VISUAL HELP and acceptance of the use of the platform

The present terms and conditions applicable to the BT Visual Help platform (hereinafter referred to as the "Terms") constitute a legal contract concluded between Banca Transilvania S.A. (hereinafter referred to as the "Bank" or "BT"), a credit institution established in Romania, with its registered office in Cluj-Napoca, George Baritiu Street no. 8, Cluj County, registered with the Trade Register under no. J12/4155/1993, unique code RO 5022670, and you, as the user of the BT VISUAL HELP platform (hereinafter referred to as the "platform").

We recommend that you read these Terms in full before deciding whether to accept them, as well as the Information Notice regarding the processing of personal data within BT VISUAL HELP.

If you do not agree with any of the provisions of the Terms or the Information Note regarding the processing of personal data within the platform, please do not access or use it.

If, at any moment after accessing the platform, you decide that you no longer agree with these Terms or with the use within the platform of your personal data by the operator Banca Transilvania as mentioned in Information note regarding data processing personal within BT VISUAL HELP, you have the possibility to no longer use the platform. In this case, you can request the call to be taken over by a Call Center agent.

The present terms are supplemented by the General Business Conditions of BT applicable to Natural Persons and Legal Entities, document available on Bancii Transilvania website.

In order to be able to become „user” of the platform, respectively to have the possibility to view the available options and/or benefit from the services present within the BT Visual Help platform, it is necessary to be individual or legal entity client of Banca Transilvania, respectively to have at least one open current account and a card issued by Banca Transilvania.

Banca Transilvania makes every effort against the improper use of this platform and its facilities. Banca Transilvania will monitor your use of the platform to ensure that it complies with these Terms and that the services are not used abusively.

2. What is BT VISUAL HELP?

BT VISUAL HELP is a digital platform, accessible by phone call to the contact numbers of Banca Transilvania: direct: 0264308000 or at 0264308028 (callable from any network, including international), or *8028 (callable from any national network, fixed or mobile ), dedicated to BT individual and corporate clients, through the use of which the following actions can be performed:

modification of the daily transaction limits of the cards;
temporary or permanent blocking of cards (including initiating card reissue requests, in the case of cards permanently blocked from the platform).
account and transaction menu view
view and download IBAN list
account statement request
obtaining information about #homebanking
registration of a request to dispute a transaction made with the card

Using this platform, the client, mobile phone owner and with internet access, can perform these actions themselves, without having to wait for the call to be answered by a Call Center agent.

3. How do you access BT VISUAL HELP?

1. Calling the Bank's contact number

Call the contact number of the Bank mentioned in point 2 and choose to use BT Visual Help by pressing the key you will be informed about. Pressing the key will end the call.

2. Reception of SMS for accessing the BT Visual Help platform

After the end of the call, you will receive on the phone number used an SMS containing a link to the BT Visual Help platform. The first step will consist of the presentation and acceptance of the Terms and Conditions of use and the Information Note regarding the processing of personal data. Please read these documents carefully. You will have to accept the Terms and express your options regarding your identification/authentication within the platform by checking the dedicated boxes in order to follow the necessary steps to use the services offered within the platform.

3. Registration and identification of the user

In order to use the BT Visual Help platform, the user must be identified as a natural person bank client, account holder, or as the legal representative of the corporate client holding a BT account. For this purpose, it is necessary to provide: the personal identification numeric code for identifying the above qualities and, in addition, the Unique Identification Code (CUI), in case the platform is intended to be used for legal entity clients.

If based on the phone number from which the call is made and the CNP, Banca Transilvania will identify and authenticate the user in its system as the account holder, they will be able to perform the actions available within the platform.
If based on the phone number from which the call is made, the personal numerical code (CNP), and the company's unique identification code (CUI), Banca Transilvania identifies and authenticates the user in its system as the legal representative of the company, he/she will be able to perform the actions available within the platform.
If the user was not identified in the bank's system based on the information used for identification purposes, they will be informed of this fact and will be offered the possibility to get in touch with a Call Center agent to perform the desired actions.

4. What can you do in BT VISUAL HELP?

Through the BT Visual Help platform, users will be able to set transaction limits on bank-issued cards, as well as temporarily block or permanently block the cards. Following the action of permanently blocking the card, a user can request, from the BT Visual Help platform, its reissuance, a request based on which they will receive, at the chosen BT unit, a new card that will replace the permanently blocked one.

A. Temporarily or permanently block the cards and request reissuance of the permanently blocked cards

The user is offered the possibility to block any card issued on accounts opened at BT in their name, as an individual account holder. In the case of legal entities, only the legal representative is the user who is offered the possibility to block any card issued on the company's accounts opened at BT. Also, for cards permanently blocked from the platform, the platform user can initiate the card reissue request.

Temporary blocking a cardului – will allow the user to temporarily block the card.

By temporary blocking is meant the action by which the status of a card is changed, resulting in its temporary restriction. A temporarily blocked card can be unblocked in one of the following ways:

calling the BT Call Center service or
in any BT unit.

Permanent blocking a cardului – the user can permanently block the card.

Once the operation is confirmed, the user will no longer be able to use/unlock it, requiring a request for a new card at any time at BT units or directly from the platform (only if the user chooses to request this, as a continuation of the card blocking action).

By permanent blocking is meant the action as a result of which the status of a card is changed, resulting in its cancellation. The permanently blocked card can no longer be used or unblocked, requiring a request for a new card.

Card reissuance – will allow the user to request a new card, which they will pick up from the chosen BT unit, replacing the card permanently blocked through the platform. The fee related to reissuing is displayed to the user at the time of receiving the request, who has the option either to complete the reissue or to cancel if they disagree with the cost associated with the reissue (in which case they can access the card list or the main menu).

The request for card reissuance is available in the BT Visual Help platform only if initiated by the user following the action of permanently blocking the card. Based on this request, the user will receive a new card at the chosen BT branch, which will replace the permanently blocked one.

In case, after the permanent blocking of the card from the platform, the user does not choose to submit the card reissue request (as a continuation of the blocking action), this request will not be available later on the platform, for the respective card (permanently blocked). In this case, the user can request a new card that replaces the permanently blocked card, by calling the Call Center service or at BT units.

B. Modify the daily transaction limits related to cards

The user is offered the possibility to modify the daily transaction limits related to the cards issued on the accounts held at BT, as the account holder, an individual person. In the case of legal entities, only the legal representative of the company is the user who is offered the possibility to modify the daily transaction limits related to the cards issued on the company's accounts held at BT.

Modification of transaction limits can be made in the direction of increasing or decreasing the ceilings, for transactions at ATM, POS, Internet or the number of daily transactions.

Transaction limits – the user will be able to set daily limits, up to a maximum value established by the bank per card type, for a period defined by the user, but not exceeding 90 (ninety) days. Transaction limits that can be set through the BT Visual Help platform can be updated by adding or removing options; the presented list is not exhaustive and is not limited to: number of transactions, cash withdrawal from ATM, card payments in stores, online payments with CVV, online payments without CVV.

Each card issued by Banca Transilvania has the following types of daily transaction limits, as follows:

1. Number of card transactions

Standard, the cards dedicated to individuals are issued with a daily limit of 30 transactions, which includes the total number of transactions made with the card, regardless of their type (cash withdrawals, card payments in stores, online payments with and without CVV). The cards dedicated to legal entities are issued by default without a maximum limit on the number of transactions.

2. Trading limit over the Internet in a secure environment (with CVV)

In standard mode, cards dedicated to individuals are issued with a daily limit of 5000 RON, respectively 1500 EUR, and refer to the value of payments on the Internet, during which the security code called CVV/CVC is verified.

In standard mode, cards dedicated to legal entities are issued with a daily ceiling of 5000 RON / 2000 USD / 1500 EUR and refer to the value of payments on the Internet, within which the security code called CVV/ CVC is checked,

3. Transaction limit on the Internet in an unsecured environment (without CVV)

For security reasons, as a standard, cards dedicated to individuals are issued with a daily limit of 0 (zero) RON/ EUR and refer to the value of online payments for which the security code called CVV/ CVC is not verified.

4. Limit of card payments in stores

Refers to the value of transactions made with the card at merchants' POS terminals.

5. Cash withdrawal limit from ATM/ POS bank

It refers to the value of cash withdrawal transactions made with the card at an ATM or at a bank POS.

C. View the accounts and transactions menu

The user is offered the possibility to access an accounts and transactions menu where they will view the following details about their own BT accounts:

account details: Account name, currency, IBAN, balance, number of Star points for credit card accounts included in the Star BT loyalty program;
the history of the last 3 days of transactions on accounts- all amounts entered/ exited from the account will be displayed with: transaction date, details, reference, currency;
visualization of installment transactions for credit card accounts (merchant name, reference number, transaction date, monthly installment value, number of payments, currency, total installment transactions);
viewing blocked amounts (total and detailed) from: card transactions in the process of settlement, arrears, garnishments, collections with issues (amount, currency, details, blocking date, expiration date of the blocked amount);
viewing the amounts from installment payment transactions with the credit card;
viewing current payment obligations (minimum turnover, maximum turnover, deposited amount, due date, number of delays.

D. You can view and download your list of IBANs

The user is offered the option to view and download to their phone a PDF document containing the list of their IBANs.

E. You will receive the account statement at the email address declared in the relationship with the bank

The user is offered the option to request and receive the account statement on the email address declared in the relationship with the bank, both for the current account(s) and for the credit card account(s).

F. Obtain useful information for #bankingfromhome:

The user is offered the possibility to:

referral to online platform for updating contact information in the relationship with Banca Transilvania, both for the individual user , as well as for the legal entity user;
redirecting to the Internet&Mobile banking platform;
redirect to the bank's website section with the benefits of the BT Pay application - for the individual user ;
redirecting both to the section on the bank's website with the latest news related to SME grants, as well as towards the section of apply online for credit: for the legal entity user;
referral to the section of apply online for credit for individual user .

G. Request the dispute of a transaction made with the card

The user is given the possibility to register their request to dispute a card transaction for one of the following reasons:

At the ATM/atm:

a) the ATM did not dispense the requested amount

b) the ATM partially dispensed the requested amount

payment by card in stores and online/ POS and Ecommerce:

a) The payment was doubled

b) The amount was debited, but the payment was not successful

c) The payment was made in another way

d) Unreleased warranty

The user is informed about the maximum resolution term of a contestation request (maximum 50 days) and that, for communications following the registration of the request and its resolution, only the contact details registered in relation to the bank (phone and/or email declared in relation to the bank) will be used. At the same time, the user acknowledges the commission fee charged in case of an unfavorable resolution of a payment refusal: 9 RON/contested transaction or equivalent EUR/USD for foreign currency cards, as stated in the fees and commissions brochure.

5. Declarations and warranties

By accepting these terms, you declare and guarantee the following:

you are required to notify BT immediately, without unjustified delays, when you notice the absence, theft, illegal appropriation or unauthorized use of your login data (CNP and mobile phone number declared in the records of Banca Transilvania for individuals, respectively CNP of the company's legal representative, mobile phone number of the legal representative declared in the records of Banca Transilvania, company CUI for legal entities);
are you agree to notify BT immediately, without unjustified delays, in the same way regarding any other security breach related to the platform, of which you are aware;
that you have the right, authority and full capacity to exercise in order to access and use the platform;
as you are the account holder/ bank card holder in the case of individuals, respectively the legal representative of the company for legal entities for which you access the platform;
that you are solely responsible for maintaining the confidentiality and safeguarding the data entered into the BT Visual Help platform. Furthermore, you are responsible for any activities of any kind that take place on the platform, on your cards;
you are obliged to notify us immediately of any unauthorized use of your data or any security breach of which you become aware or which you should reasonably suspect. However, regardless of this notification, we will not be liable for any losses you may incur as a result of the unauthorized use of your data (whether such use occurs with or without your knowledge);
that you will not falsify or provide incorrect information about your identity or intentions related to anything connected with the platform;
that you will not transmit, distribute or offer any information or materials that are in whole or in part illegal, false, fraudulent or inappropriate, offensive or that violate public order and good morals;
that you will ensure and maintain the physical and logical security of the phone, in accordance with the manufacturer's recommendations and best practices;
that you will not violate any rights provided by law, property rights, intangible rights, the right to confidentiality or the personal data of others;
that you will not use the platform's content to resell, distribute or use the offered services;
by checking the corresponding boxes, you confirm that you have read these Terms, that you agree with them and with the processing of personal data mentioned in the content of the Privacy Notice regarding the processing of personal data within BT Visual Help, for the purpose of using the platform;
by using the platform you will not violate any law or regulation of the country in which you reside, you being solely responsible for complying with all applicable local laws and regulations;
you have been informed that BT may suspend the use of Login Data in cases where it suspects the compromise of their security or the existence of unauthorized or fraudulent use.

6. Termination or modification of BT VISUAL HELP

Termination of the user's use of the platform may occur in the following situations:

at the user's initiative, if he refuses to access/ refuses to access the platform and requests the call initiated to the Call Center to be taken over by an agent;
on the bank's initiative, if it is found that the user does not comply with the rules of proper conduct that may cause harm of any kind to the bank, as well as these Terms;
cease the business relationship between the client and the Bank.

Also, the bank may suspend or modify the use of the platform immediately, for any reason, including when repair or maintenance work is required. The bank may add new functions within the platform and, at the same time, is not obliged to offer any specific function/option through the platform.

The bank may withdraw the platform, but in this case it will give users a notice of at least 30 days, except in cases where the withdrawal of the platform is imposed on us with immediate effect by a legal provision or authorities.

It is possible to modify the present Terms and/or the Privacy Notice regarding the processing of personal data within BT Visual Help, with the updated version of these being published on the bank's website. Users will be notified of any changes when calling BT Visual Help. If the changes made do not meet your requirements, please do not use the platform anymore. In the event that, after the launch of the platform, additional options will be implemented and made available, these options will be subject to the same rules and conditions contained in these clauses, unless they benefit from conditions distinct from these.

7. Intellectual property

The user expressly declares that he has acknowledged that all graphic creation, platform content, and accessed audio-video materials are the Bank's property. The exception is the information, graphic elements belonging to other entities, which are the partners' property.

The user accepts that any software used in connection with the services offered through the platform contains confidential information and is subject to proprietary rights, being protected by laws regarding intellectual property, industrial property rights, and other applicable laws.

The user undertakes not to reproduce, not to copy, not to sell or exploit the services, information and/or audio-video materials to which they have access as a result of using this platform, in part or in whole.

The user is prohibited from modifying, copying, renting, transferring, lending, selling, distributing or creating derivative materials based on the services or programs used within the platform.

8. What we are not responsible for

We provide BT VISUAL HELP only for your personal use or, as applicable, for the legal entity you represent. You agree that the platform will not be delivered error-free or continuously, and that some imperfections will not be corrected at the time of their occurrence.

The platform user is solely responsible for the use of the platform, even if it is used by third parties, regardless of the reason that caused the third parties to use the platform. Banca Transilvania cannot be held responsible for the effects generated by the use of the platform by the user or third parties, for the costs generated by the use of the platform, or for third parties' access to certain personal and/or confidential information or personal data through the platform. To limit potential damages caused by the use of the platform by third parties, Banca Transilvania will recommend not to disclose personal data to other persons.

Banca Transilvania cannot control the operating system of the phone used by you. Thus, Banca Transilvania is not responsible for any damages caused to the mobile phone, including but not limited to any security breaches caused by viruses, errors, fraud, forgery, omission, interruption, malfunction, delays in operations or transmissions, computerized lines or network failure or any other technical defect resulting from the use of the platform.

Thus, we will not be responsible for any loss or damage that we or you could not reasonably foresee at the date you started using BT VISUAL HELP or that is not under our control.

Also, we will not be responsible for:

no loss or damage (moral or patrimonial) due to the non-compliance with these Terms;
no loss or damage that you could have avoided by being careful or taking reasonable measures; or any loss or corruption of your content or other data of yours, if such loss or corruption is not caused by us or is not under our control within reasonable limits. Also, please note that Banca Transilvania is not liable to you and/or to third parties for any direct or indirect damages including, but not limited to, loss of profits, unrealized gains and/or missed business opportunities or any other similar losses suffered by you as a result of the lack of use of the platform or the improper quality of the platform.

9. Applicable law

The terms and conditions of use of the BT VISUAL HELP platform, as provided in this document, are governed and interpreted in accordance with Romanian law.

In the event of a conflict/misunderstanding related to the use of the platform, we will try to resolve the respective conflict amicably, the negotiations in this regard being governed by good faith.

All disputes shall be resolved in the competent courts of the municipality of Cluj-Napoca, except in cases where the applicable law specifies another exclusive jurisdiction.

10. Assistance

If you have any problem regarding the operation of the BT Visual Help platform, you can contact us at the email address contact@bancatransilvania.ro or at phone numbers:

*8028Callable from any national network, fixed or mobile

0264 30 8028Callable from any network, including international

11. Force Majeure and the fortuitous event

Banca Transilvania is not responsible to the user for the non-fulfillment of any obligation in case of force majeure/ fortuit event and in general in the case of an event that is beyond its control, as well as for the operation and connection of other national or foreign networks and for their activities and actions in general.

Case of force majeure/fortuitous event may be, for example but not limited to: state of war (whether declared or not), armed conflict, revolution, insurrection, military or terrorist actions or threats, sabotage, civil disturbances, strikes or other actions in the labor field, laws, regulations, decisions or directives, 7 natural disasters, earthquake, fire, explosion, solar or meteorological disturbances, public emergencies or any other event beyond one's control.