General terms and conditions of NLB Pay Kosova

1. Introductory provisions

The General terms and conditions of NLB Pay Kosova (hereinafter General conditions) define rights and obligations of cardholders and NLB Banka sh.a. Prishtina for card payments by this service. NLB Pay Kosova is the service which involves the execution of card transactions using the cardholder’s mobile device. For the purpose of using NLB Pay Kosova, an integral part of these General terms and conditions are:

General terms and conditions of debit cards, General terms and conditions of credit cards, General terms and conditions of debit business cards and General terms and conditions of credit business cards. An integral part of these General terms and conditions is the valid Decision on the tariff of fees for the NLB Bank's services.

2. Explanation of concepts

NLB Banka sh.a., Prishtina – the bank that enables cardholders to use NLB Pay Kosova service
Cardholder – the person to whom Bank issued the card (debit card and/or credit card) or person authorized by the legal entity to whom the Bank issued the business card;
Card - the payment card issued by the Bank to the cardholder, and which can be used for the NLB Pay Kosova service: Debit and Credit card. The mentioned types of cards, cardholder saves in her/his mobile wallet and use for contactless card transactions;
NFC (Near Field Communication) technology – technology that enables the exchange of data between a mobile device and a POS device without direct contact;
Mobile device – shall be a mobile phone or a tablet with advanced functionalities, which supports the NFC technology and on which the appropriate version of the operating system is installed, allowing for the installation and use of the NLB Pay Kosova mobile wallet;
POS terminal – shall be the device used for executing card payments at the points of sale or Bank branch, that it supports the use of the NFC technology;
NLB Pay Kosova mobile wallet – shall be the Bank’s application available in the Google Play mobile store, which is installed on the mobile device in line with the instructions for use of the NLB Pay Kosova mobile wallet;
Activation code – shall mean a one-time password consisting of a string of characters received by the cardholder via SMS to their mobile device which allows them to activate the NLB Pay Kosova mobile wallet;
Instructions for the use of the NLB Pay Kosova mobile wallet – shall be the instructions published on the website of Bank;
Security elements – shall be the passwords and other security elements (e.g. fingerprint) intended for accessing the mobile device and activation of the NLB Pay Kosova mobile wallet each time.

3. Order and activation of the NLB Pay Kosova service

The cardholder downloads the NLB Pay Kosova mobile wallet from the Google Play mobile store to their mobile device and registers by entering their Personal Number (Unique Identification Number) and the last 4 digits of one of the cards. The mobile phone number kept by the Bank as their phone number shall be displayed to the cardholder in the NLB Pay Kosova mobile wallet. If the displayed mobile phone number is not the cardholder’s phone number kept by the Bank, the cardholder will not be able to complete the procedure without informing the Bank about the correct phone number.

The Bank will send the activation code to the phone number, which the cardholder will enter to activate the NLB Pay Kosova mobile wallet. The NLB Pay Kosova mobile wallet can only be activated if the cardholder has enabled on their mobile device one of the methods of locking the mobile device with a security element which prevents third persons from using the mobile device. The cardholder can only use the NLB Pay Kosova service if the security element for accessing the mobile device is set at the moment of using the NLB Pay Kosova service.

4. Card activation and payment using the NLB Pay Kosova service

Following successful activation of the NLB Pay Kosova mobile wallet, the cardholder will be shown all cards they hold, which can be used for the NLB Pay Kosova service. The cardholder shall select one of the cards as the primary card. The cardholder must activate the cards to be used for making the payments using the NLB Pay Kosova service. The cardholder sets the security element for each use of the NLB Pay Kosova mobile wallet in accordance with the instructions for the use of the NLB Pay Kosova mobile wallet and the functionalities of the mobile device (e.g. password, fingerprint). To execute the payment transactions using the NLB Pay Kosova service at POS terminals with the primary card, the cardholder must only unlock the mobile device; if the payment is made using a different card, the cardholder must log into the NLB Pay Kosova mobile wallet with the security element and select a different card. The cardholder makes the payment by placing the mobile device in the proximity of the POS terminal. The General terms and conditions applicable to the selected card for the purpose of contactless payments shall apply to the execution of the payment transaction.

5. Security of the NLB Pay Kosova mobile wallet and mobile device

The cardholder undertakes to:

take good care of and protect the mobile device as a good manager, i.e. by preventing it from being lost, stolen and/or abused and not allowing its use by third persons, as well as assuming liability for any damage suffered due to the fact that the cardholder’s mobile device had been used by third persons,
take care that the NLB Pay Kosova mobile wallet is removed from the mobile device on which it is installed when such mobile device is no longer used by the cardholder and follow the instructions for the activation of the NLB Pay Kosova mobile wallet on another device in accordance with the instructions for the use of the NLB Pay Kosova mobile wallet,
inform the Bank, via NLB Branch Office or in another manner provided by the Bank, for submitting data and identification, of any change related to the mobile phone number,
secure access to their mobile device with a security element and not leave the mobile device with activated NLB Pay Kosova mobile wallet unprotected,
use the NLB Pay Kosova mobile wallet in accordance with the instructions for the use of the NLB Pay Kosova mobile wallet, the provisions hereof, the General terms and conditions and the applicable legislation,
immediately inform the Bank, without delay, of any irregularities in the functioning of the NLB Pay Kosova mobile wallet,
not to use or install on the mobile device any computer codes, malware or anything that could disrupt, disable or harm the NLB Pay Kosova mobile wallet or the communication network; should the cardholder cause damage with their actions, they shall assume full responsibility to the Bank as well as the mobile operator,
without delay inform the bank of any unauthorised use, suspicion of unauthorised usage or possibility of unauthorised usage of the mobile device (e.g. if a third person has in any way found out about the security elements that could be used by them), theft or loss of the mobile device, and in such case request that the NLB Pay Kosova mobile wallet be frozen,
monitor the notices in the Google Play mobile store on the mobile device and download new versions of the NLB Pay Kosova mobile wallet,
regularly monitor the Bank’s notifications, related to the use of the NLB Pay Kosova service via the Bank’s website,
stay informed of the list of countries and/or regions that are subject to the prohibition or limitation of card operations and not to activate or use the NLB Pay Kosova mobile wallet in such countries and/or regions.

6. Freezing of the NLB Pay Kosova mobile wallet or freezing of payments made by using the NLB Pay Kosova service and termination of the use of NLB Pay Kosova mobile wallet

The Bank shall be entitled to prevent the cardholder’s access to the NLB Pay Kosova mobile wallet or the NLB Pay Kosova service in relation to any or all cards at any time, if:

there is any suspicion whatsoever of unauthorised access to the NLB Pay Kosova mobile wallet,
the cardholder’s mobile device had been lost or stolen,
the cardholder failed to download the new version of the NLB Pay Kosova mobile wallet, when available,
the cardholder violates these General terms and conditions
the Bank no longer provides the NLB Pay Kosova service.

The cardholder cannot stops using the NLB Pay Kosova service by removing the NLB Pay Kosova mobile wallet from their mobile device. Official termination from the usage of NLB Pay Kosova can be done in NLB Branches or any other bank’s channel.

7. The Bank’s obligations and responsibilities

The Bank undertakes to:

perform its obligations in accordance with these General terms and conditions,
inform the cardholder of any amendment or supplementation of these General terms and conditions and the NLB Tariff via the Bank’s website and in the Bank’s branches.

The Bank shall not be held liable for damage arising from the reasons that are outside its control, which the Bank was unable to prevent or avoid, such as for example telecommunications infrastructure failure.

8. Data protection

By activating the NLB Pay Kosova mobile wallet, the cardholder explicitly agrees with the processing of their personal data in line with the General Terms and Conditions.

By activating NLB Pay Kosova, cardholder agrees that the Bank may take all actions related to the processing of personal data of the cardholder, which includes the right of the Bank to collect, store and use personal data for the purpose of performing regular business activities of the Bank. Also, the cardholder agrees that the Bank may enable the competent authorities and institutions, audit entities, members of the NLB Group, or entities to whom the Bank is obliged to provide access to personal data, in accordance with the laws and by-laws, to access all data, including those that are protected by the Law on Personal Data Protection, and which finds out by providing banking services.

9. Amendments to these general terms and conditions

In the event of a change in the General terms and conditions of NLB Pay Kosova, the cardholder shall be informed on the Bank's website or in the Bank's branches.

Upon modification of the General terms, the Bank has the right to disable the use of NLB Pay Kosova if the cardholder declares that it is not in compliance with the new General terms.

10. Fees

The Bank shall charge the cardholder for the fees and charges related to the use of the NLB Pay Kosova service in accordance with the applicable Decision on the tariff of fees for the NLB Bank's services. The use of the NLB Pay Kosova mobile wallet may involve the cost of mobile data transfer.

11. Final provisions

By downloading the NLB Pay Kosova application from the Google Play store to her/his mobile device, the cardholder confirms that she/he is aware of and accepts the General terms and conditions of NLB Pay Kosova.

All possible disputes shall be resolved by mutual agreement. In the event of an objection to the Bank's actions, the cardholder has the right to file complaint with the Bank. If the cardholder is not satisfied with the Bank's response, the cardholder may submit a written complaint to the Bank, and the Bank shall be obliged to submit the reply no later than within 30 days from the date of filing the complaint. If the cardholder continues to believe that the Bank does not comply with the General terms and conditions of NLB Pay Kosova or is not satisfied with the reply sent by the Bank, the cardholder may, in writing within 3 months from the date of receipt of the response or the expiry of the deadline for reply, inform the relevant department of Central Bank of Kosovo.

In the absence of a peaceful resolution of the dispute from the previous paragraphs, the competent court in Prishtina is competent for the resolution of the same.

Notwithstanding the provision of the preceding paragraph, the Bank may claim its rights with another, for the cardholder of the competent court.

General terms and conditions of NLB Pay Kosova will enter into force on the day of its adoption.