TERMS AND CONDITIONS

DUBAI ISLAMIC BANK PAKISTAN LIMITED SERVICES ON WHATSAPP

These terms and conditions (“WhatsApp Banking Terms and Conditions” as amended from time to
time) are applicable to the Customers (defined hereinafter) that avail the Services (defined
hereinafter) provided thereon by Dubai Islamic Bank Pakistan Limited on the WhatsApp platform and
who are eligible for certain select banking services.

1. DEFINITIONS
All transactions effected by the Customer through the Dubai Islamic Bank Pakistan Limited WhatsApp
Banking Service, as defined below, will be governed by these terms and conditions (Terms and
Conditions). All capitalized terms used herein shall have the meaning ascribed thereto in the following
definitions: -

“Bank” means Dubai Islamic Bank Pakistan Limited (DIBPL).

“Account” refers to the assets and liability account maintained by the Customer with the Bank
including but not limited to savings and/or current account and/or fixed deposit, etc. or for any
consumer financing product.

“Account Related Services” shall mean the Services which pertain to information in relation to the
Account of the Bank’s Customer including but not limited to balance enquiry, statement request,
Account Maintenance certificate, WHT certificate, Cheque book request, Banking products
information, etc. which are enabled by the Bank, from time to time at its sole discretion.

“Registered Bank Number” is the authorized number of the DIBPL (021) 111-786-342, registered with
WhatsApp for the purposes of providing Services herein.

“Registered Customer Number” is the mobile number which the Customer has registered with the
Bank.

“Customer” shall mean any person holding an Account or any prospective customer with the Bank
and interacting with the Bank on WhatsApp channel using the Registered Bank Number / using the
Services provided by the Bank through WhatsApp.

“Customer Information” refers to the personal data or information or such other data or information
including any sensitive personal data in relation to the Customer such as information in relation to the
account balance of the Customer, shared by the Customer or provided to the Customer by the Bank
or collected or obtained from the Customer or from WhatsApp or from any such source in the course
of the Customer availing the Services hereunder.

"Device" means a computer, laptop, mobile phone, tablet or any other similar device that enables the
Customer to access WhatsApp Banking channel and use the Services.
“One Way Communication” shall mean the service provided by the Bank to the Customer on
WhatsApp where the Bank sends its Customer one-way messages through its Registered Bank Number
in the nature of information, alerts, updates, transaction alerts in relation to the Customer’s Account
and such other communications as the Bank may enable from time to time, at its discretion.
“Two Way Communication” shall mean the service provided by the Bank to the Customers on
WhatsApp Banking channel where the Customer can communicate with the Bank by sending it
messages in the form of making requests, seeking information, asking queries etc. on the Registered
Bank Number /or Non- Registered Bank Number of any prospective customer and where the Bank
responds to such messages. However, this service and the Bank’s responses shall be limited only to
such queries, information, requests etc. as may be determined by the Bank from time to time at its
sole discretion.

“Service(s)” shall mean the One Way Communication and Two Way Communication services provided
by the Bank by itself or through any of its service providers, to a Customer on WhatsApp.

“Third-Party” In relation to personal data, means any person other than a Customer, a relevant person
in relation to a Customer, a data Controller, a data Processor or a person authorized in writing by the
data Controller / Customer to process the personal data under the direct control of the data
Controller.

“Social Media” form of media that allow people to communicate and share information using the
internet or mobile phones: WhatsApp, Blogs, podcasts and other forms of social media are creating
new opportunities for entrepreneurs to reach the public.

“Cellular Service Provider” means any mobile telecommunications operator duly licensed by the
Government authority to inter alia operate and maintain a mobile cellular network and to provide
telephony services.

“Debit Card” Debit Card is a plastic currency or plastic money. You can use it to buy things when you
don't have cash, bank issue the Debit Card to its account holders and it is linked with the account. All
transactions made through the Debit Card are reflected in bank account statement.

“Debit Card PIN” PIN stands for Personal Identification Number and it is a four digit numeric security
code that allows your Debit Card for transaction authorization.

“OTP / OTAC” One-Time Password (OTP) is also known as a One-Time PIN, One-Time Authorization
Code (OTAC) or Dynamic Password is a password that is valid for only one / single login session or
transaction or for limited time period on a computer system, mobile device or other digital device
through cellular network or internet service or others.

“WhatsApp” is the application provided by WhatsApp LLC 1601 Willow Road, Menlo Park, California
94025. United States of America.

“Mobile SIM” means “Subscriber Identity Module” inserted on mobile/tablet/other device.

2. INTERPRETATION
a) All references to singular include plural and vice versa and the word "includes" should be
construed as "without limitation".
b) Words importing any gender include the other gender. ‘We/us’ refers to Bank/Bank and
‘You/yours’ refer to the customer using the WhatsApp facility.
c) Reference to any statute, ordinance or other law includes all regulations and other
instruments and all consolidations, amendments, re-enactments, or replacements for the
time being in force.
d) All headings, bold typing and italics (if any) have been inserted for convenience of reference
only and do not define limit or affect the meaning or interpretation of these Terms and
Conditions.
e) Reference to any law or legislation, regulation, rule shall mean, applicable, constitution,
statute, law, rule, regulation, ordinance, judgment, order, decree, authorization, or any
published directive, guideline, notice, requirement, or governmental restriction, having the
force of law in any jurisdiction and include laws as amended from time to time.

3. PURPOSE
This WhatsApp platform serves as supplementary medium through which we can communicate with
you and provide Services and further enable certain services as the Bank may decide in its sole
discretion.

4. APPLICABILITY OF WHATSAPP TERMS AND CONDITIONS

These WhatsApp Terms and Conditions form a contract between the Customer and Bank. The
Customer shall apply to Bank in the prescribed manner for availing of the Services.

By applying and opting in for the Services, the Customer acknowledges that he/she has read,
understood and accepted these WhatsApp Terms and Conditions and other specific terms and
conditions as pertaining to the account and any other products/offers/facilities and services availed
by the Customer whether or not through WhatsApp.

The Customer hereby accepts and agrees that all Services and communications (both One Way
Communication and Two Way Communication) taking place on WhatsApp, initiated either by the Bank
or the Customer, will be governed by and subject to these WhatsApp Terms and Conditions. Further,
the Customer hereby agrees that the Customer grants express authority to the Bank for carrying out
the Services requested by the Customer on WhatsApp on its Registered / Non-Registered Bank
Number. Provided however that the Bank shall not be required to authenticate the Customer, if any
request for the Services comes on WhatsApp to the Bank`s Registered / Non-Registered Number, and
in case of a Customer, if the number reflected in the requestor’s mobile is a Customer’s Registered
Number, the Bank shall be entitled to presume that it is the Customer itself which is interacting
through WhatsApp and in case of any other Customer the Bank shall be entitled to presume that the
number reflected in the WhatsApp profile is the Customer’s number and it is the Customer itself and
not any other person who is interacting with the Bank Registered Number. The Bank's own record or
log of transactions maintained through computer systems or otherwise shall be accepted as conclusive
and binding for all purposes.
The WhatsApp Terms and Conditions shall be in addition to any other terms and conditions as
stipulated by the Bank from time to time on its website (www.dibpak.com) whether pertaining to the
account or in relation to other products, services, facilities or offers provided by the Bank.

Further, in case of inconsistency between the WhatsApp Terms and Conditions and any specific terms
and conditions pertaining to a specific variant of the account or any specific service/product/offer, the
specific terms and conditions of that particular service/product/offer shall prevail.

These WhatsApp Terms and Conditions may be withdrawn, superseded, or modified at any time
whatsoever, by the Bank without any prior notice.

5. SERVICES TERMS
The Customer agrees and accepts that the Bank reserves the right to provide only such Services as the
Bank may at its discretion permit from time to time. The Bank may also inform/update the
availability/non-availability of any particular Service, at its sole discretion. The Customer hereby
agrees that the Bank may at any time, without notice to the Customer, modify, discontinue, or make
additions/deletions to the Services offered to the Customer.

The Customer agrees that he/she shall not hold the Bank responsible for not responding to the queries
or information sought by the Customer or not providing a response to the satisfaction of the Customer
or not processing any request of the Customer.

The Bank will have no liability in case of any fraud or impersonation incidents through the WhatsApp
platform. Further, in case the Bank permits any Service in a transaction, the Customer agrees that such
a Service shall be subject to statutory/ regulatory limits and/or any limits that may be imposed by the
Bank from time to time at its sole discretion.

The WhatsApp Banking Service will be available for use by the Customer at all times, provided however
the Bank may at its sole discretion, from time to time conduct routine maintenance and repair services
and as a consequence of such maintenance and repair, the WhatsApp Banking Service may not be
available during this time period.

The Bank may at its discretion modify the WhatsApp Banking Service being provided or discontinue a
particular or entire WhatsApp Banking Service by giving the Customer 15 days prior notice through
admissible mediums. Bank shall also notify customers of any scheduled disruption by notifying
through admissible medium no later than 2 days prior to the expected disruption of services.

The Customer hereby agrees to accept all such changes, disruption or termination of the WhatsApp
Banking Service and waives all present and future rights that the Customer may have to challenge the
Bank’s right to amend or terminate the WhatsApp Banking Service. Notwithstanding anything
contained hereinabove, the Bank shall not be liable for any disruption and / or the non-availability of
the WhatsApp Banking Service resulting from the occurrence of events beyond the control of the Bank.
Any services that may be offered to the customer through the WhatsApp platform (“WhatsApp”) is at
the discretion of the Bank and/or basis the eligibility criteria of a customer and such services are
subject to certain terms and conditions. In case of conflict between any of these WhatsApp Terms and
Conditions and the terms and conditions for other services provided on the WhatsApp channel,
specific terms and conditions of such services shall prevail.

The Customer will only access the WhatsApp Banking Service from a computer or mobile or other
device of a third party with the said party’s prior permission and any loss or damage suffered by the
third party due to such access of the WhatsApp Banking Service will not be the responsibility of the
Bank and the Customer will compensate the Bank for all losses and damage that the Bank may incur
due to any unauthorized access.

The Terms and Conditions will only be applicable to Customer as defined above and will be available
only in relation to Eligible Accounts. All other terms and conditions notified by the Bank to the
Customer will continue to subsist, even in situations where such individual Accounts are being dealt
with by the Customer through the WhatsApp Banking Service. Without prejudice to the terms and
conditions pertaining to individual Eligible Accounts, these Terms and Conditions shall prevail only in
respect of matters specified herein.

6. REGISTRATION AND VERIFICATION

For availing the One Way Communication and Two Way Communication service, the Customer agrees
and confirms to have accepted

a) WhatsApp Terms and Conditions applicable to the Customer for availing the Services
mentioned herein.
b) Privacy Policy of the Bank applicable to the Customer for availing Services mentioned herein.
c) Any other Account/Product/Service/Offer related specific terms and conditions applicable.
d) All terms and conditions prescribed by WhatsApp for using its platform.

Provided that, the Bank may modify the process for authentication, registration and/or verification of
the Customer, for One Way Communication and/or Two-Way Communication, at any time at its sole
discretion.

7. AGREEMENT
a) The Customer shall apply to Bank for use of the Services (and/or for any changes to the options
available under the Services) in such manner.
b) Bank in its sole discretion shall decide the devices, software platforms, versions, networks,
methods, and data services that will be supported by the WhatsApp platform for providing
these Services. Any attempts to modify unsupported versions for use in the WhatsApp
platform will be treated an unauthorized use and violation (“Unauthorized Use”) of these
WhatsApp Terms and Conditions and shall be suspended with immediate effect.
c) The Customer agrees that the Customer shall be responsible for upgrading any software,
hardware and the operating system at his/her own cost from time to time so as to be
compatible to continue to avail the Services offered by the Bank.
d) By subscribing to Services on WhatsApp platform, the Customer agrees to get notifications via
WhatsApp including account information, Account Statements, Transaction Details,
Promotions / Offers and Other Services / Communications. Customer also agrees to receive
notifications including offers, new product features, any other important notification sent by
Bank time to time etc. on the Registered Customer Number via WhatsApp.
e) The Customer irrevocably and unconditionally authorizes the Bank to access all his/her
account(s) for effecting banking or other transactions for the Service requests received
through the WhatsApp platform and to share the account information with any third parties
for the purpose of accepting / executing such Service requests of the Customers.
f) The Customer is aware that it may not be possible for the Bank to give detailed information
on the Service / functionalities. In case the Customer requires detailed information, customer
can reach out to Bank either to the nearest branch, on Bank’s Customer Services number or
through any other channels provided by the Bank.
g) The responses sent by the Bank on WhatsApp platform (either for One Way Communication
and / or Two Way Communication) are based on a program running at back-end. This program
has been developed and regularly enhanced to handle the queries in best possible manner.
However, for any answers that the Customer may not find satisfactory or for any inaccuracies
arising therefrom, the Bank shall not be held responsible. The Customer may call Customer
Services number in case of any clarifications.
h) The Customer agrees that Bank and / or its affiliates may hold and process the Customers
personal information concerning the account(s) on computer or otherwise in connection with
the WhatsApp facility as well as for analysis, credit scoring and marketing. You agree and
consent that we may collect, store, use and / or disclose your personal data for the services
as detailed on our website. The Customer also agrees Bank may disclose, in strict confidence,
to other institutions, its service providers, such information as may be reasonably necessary
for reasons inclusive of but not limited to the participation in any telecommunication or
electronic clearing network, in compliance with legal directive, for credit rating by recognized
credit scoring agencies, and for fraud prevention. The Customer using the WhatsApp facility
authorizes Bank to collect and use technical information about the equipment and related
software, hardware and peripherals and any data and information stored in the equipment,
whether internet-based or wireless, to improve Bank's products and to provide services to the
Customer.
i) All records of Bank generated by the transactions arising out of use of the services through
the WhatsApp platform, including the time of the transaction recorded shall be conclusive
proof of the genuineness and accuracy of the transactions.
j) The Customer is responsible for keeping security safeguard of his WhatsApp account linked to
the mobile number.
k) The Customer understands that using WhatsApp application may carry extra risks and may
not be secured. Further any message and information exchanged is subject to the risk of being
read, interrupted, intercepted, or defrauded by third party or otherwise subject to
manipulation by third party or may involve delay in transmission.
l) The Customer agrees that the Customer shall not have any claim against Bank on account of
any suspension, interruption, non-availability or malfunctioning of the WhatsApp service due
to any link/mobile/system failure at Bank’s end for any reason thereof.
m) The Customer understands that mobile phones are vulnerable to the threats such as but not
limited to:
i. Access by intruders to the data/information
ii. Identity theft
iii. Privacy violations
iv. Planting of stealth software and viruses
v. Disablement or distortion of operations
vi. Interception of the transmission of encrypted data/message etc.

The Customer shall immediately notify Bank in writing if Customer discovers / suspects
unauthorized access.

The Bank shall not be responsible or liable to the Customer or any third party for the consequences
arising out of or in connection with using of this service. The Customer should immediately inform
the Bank on its Customer Service Number (021) 111-786-342.

n) Bank reserves the right to remove or otherwise delete any content or submissions made by
the Customer that violates the rules or which are inappropriate, as per Bank’s sole discretion,
without any liability or giving warning to the Customer.
o) The Customer agrees that the responses received by the Customer from Bank are based on
program running at backend. This program has been developed and regularly enhanced to
handle the queries in best possible manner. However, for any inappropriate/inaccurate
answers or any answers that the Customers may not find satisfactory, the Bank shall not be
held responsible.
p) It is recommended for Customers who have subscribed to this WhatsApp service to delete
WhatsApp application when changing their device to ensure there is no misuse of the same.
q) That all the services provided to the Customer are subject to applicable law and the rules,
regulations, notifications, circulars and guidelines introduced or amended from time to time
by the State Bank of Pakistan and / or any regulatory / statutory / governmental authority.
r) The Customer hereby acknowledges by accepting it electronically, that he is availing the
service(s) at his own risk and the Customer shall not hold the Bank responsible or liable for
any of the risks including but not limited to the following:
i. One Time Password/PIN (OTP) misuse-The Customer acknowledges that if any third
person obtains access to the Customer's device or SIM card or the Customer’s WhatsApp,
such third party may be able to access Customer information including account related
information of the Customer, which may be confidential in nature such as account
balance, mini statements, etc. of the Customer.
ii. It may also be possible that the site of the Bank may require maintenance or is otherwise
down or there is a technical failure and during such time it may not be possible to process
the request of the Customers. This could result in delays in the processing of instructions
or failure in the processing of instructions and other such failures and inability.
s) The Customer agrees that the Registered Bank Number on the WhatsApp platform cannot be
used for grievance redressal or reporting fraud as of now, Bank will have no liability on
reporting of such incidents received through WhatsApp. The Customer may call Customer
Service number in case of any clarifications.
8. THIRD PARTY
WhatsApp is owned by a third-party unaffiliated with Bank. The Customer shall independently be
guided by the privacy policies of WhatsApp and the Bank has no control over them. Bank is not
responsible for the privacy or security policies of third-party sites that may be linked to within the
Bank’s social media channels.

The Customer should always review the security practices and privacy policies of each third-party site
you visit. The Bank does not endorse and is not responsible for any ads, content, products, advice,
opinions, recommendations or other material of third-party sites that may be promoted via
advertising within any social media channels. The Customer further understands and agree that
WhatsApp or any other service provider through which we are providing the WhatsApp facility can
review and monitor, store the contents shared/communicated through the WhatsApp or other service
provider(s) and may share the same with third parties.

Hence, we strongly recommend that you:

a) Never share privacy-sensitive details via WhatsApp messages/ through the WhatsApp facility.
b) We will send messages from our own accord and also respond to those messages sent to us.
c) Not to contact us through the WhatsApp channel for complaints, grievances or similar
important matters except through the proper complaint registration option if provided.

9. DISCLAIMER OF LIABILITY
Bank may, at its sole discretion, utilize the services of external service provider(s) or agent(s) and on
such terms as required or necessary, in relation to its products / services provided.

WhatsApp or any other service provider through which we are providing the WhatsApp facility
can/may review and monitor, store the contents (including text, images, videos or other materials)
shared/communicated through the WhatsApp platform or other service provider(s) and may
share/disclose the same with third parties.

Bank shall not be involved in or in any way liable to the Customer for any dispute between the
Customer and a cellular service provider or any third party service provider or WhatsApp (whether
appointed by Bank for such purpose or otherwise) while availing these Services through the WhatsApp
platform and the Customer agrees to directly take up any claim/dispute with respect to the usage of
WhatsApp platform directly with WhatsApp.

Bank shall not be responsible for any failure on the part of the Customer to utilize the WhatsApp
facility due to the Customer not being within the geographical range within which the WhatsApp
facility is offered and which forms part of the roaming network of such cellular service provider,
providing services to the Customer availing such roaming facility from the respective cellular service
provider. If the customer has reason to believe that the mobile phone number is / has been allotted
to another person and / or there has been an unauthorized transaction in the account and / or his
mobile phone handset is lost, he shall immediately inform Bank of the same.
The Customer agrees that Bank shall not be liable if:
a) The Customer has breached any of the terms and conditions, contained herein or
b) The Customer has contributed to, or the loss is a result of failure on part of the Customer to
advise Bank within a reasonable time about unauthorized access of or erroneous transactions
by use of the services; or
c) As a result of failure on part of the Customer to advise Bank of a change in or termination of
the Customer's mobile phone numbers/SIM cards.
d) There has been an unauthorized transaction/instruction provided through the WhatsApp
channel as a result of any person having control or custody of telecommunications instrument
(such as the mobile handset) so that such instrument may be used to give telecommunications
instruction without authorization or any other issue/error/technological problem in the
telecommunication instrument (such as the mobile handset) or duplication of mobile number
/ SIM of the Customer such as but not limited to SIM card cloning, virus in handset etc.

Bank shall endeavor to provide the WhatsApp facility on a best effort basis and the Customer shall not
hold Bank liable for non-availability of the WhatsApp facility or non-performance by service providers,
if any, engaged by Bank or any loss or damage caused to the Customer as a result of use of the
WhatsApp facility for causes which are not attributable to Bank. Bank shall not be liable in any manner
to the Customer in connection with the use of the WhatsApp facility.

Bank shall endeavor to carry out the instructions received from the Customer through the WhatsApp
channel promptly, provided that Bank, shall not be responsible for the delay in carrying out such
instructions due to any reason whatsoever, including, but not limited to, failure of operational system
or any requirement of law or Bank’s internal policies.

The Customer accepts that each WhatsApp communication may contain certain account information
relating to the Customer. The Customer authorizes Bank to send account related information, though
not specifically requested, if Bank deems that the same is relevant.

Bank shall not be held responsible for the confidentiality, secrecy, and security of the personal or
account information being sent through the WhatsApp facility. The Customer agrees that the access
to the WhatsApp facility shall be only through the Registered Customer Number and any transaction
which originates from the same, whether initiated by the Customer or not, shall be deemed to have
originated from the Customer.

Under no circumstance, Bank shall be held liable if the WhatsApp facility is not available for reasons
including but not limited to natural calamities, epidemic/pandemic, legal restraints, faults in the
telecommunication network or network failure, or any other reason beyond the control of Bank. Bank
shall not be liable under any circumstances for any damages whatsoever whether such damages are
direct, indirect, incidental consequential and irrespective of whether any claim is based on loss of
revenue, interruption of business or any loss of any character or nature whatsoever and whether
sustained by the Customer or by any other person. Illegal or improper use of the WhatsApp facility
shall render the customer liable for payment of financial charges as decided by Bank or will result in
suspension of the WhatsApp facility for the Customer.
Bank is in no way liable for any error or omission in the services provided by any cellular or any third
party service provider (whether appointed by Bank in that behalf or otherwise) to the Customer, which
may affect the WhatsApp facility.

Bank does not warrant the confidentiality or security of the messages whether personal or otherwise
transmitted through the WhatsApp facility. Bank makes no warranty or representation of any kind in
relation to the system and the network or their function or performance or for any loss or damage
whenever and howsoever suffered or incurred by the Customer or by any person resulting from or in
connection with the WhatsApp facility.

Without limitation to the other provisions of these WhatsApp Terms and Conditions, Bank, its
employees, agent or contractors, shall not be liable for and in respect of any loss or damage whether
direct, indirect or consequential, including but not limited to loss of revenue, profit, business,
contracts, anticipated savings or goodwill, loss of use or value of any equipment including software,
whether foreseeable or not, suffered by the Customer or any person howsoever arising from or
relating to any delay, interruption, suspension, resolution or error of Bank in receiving and processing
the request and in formulating and returning responses or any failure, delay, interruption, suspension,
restriction, or error in transmission of any information or message to and from the telecommunication
equipment of the Customer and the network of any cellular service provider and Bank's system or any
breakdown, interruption, suspension or failure of the telecommunication equipment of the Customer,
Bank's system or the network of any cellular service provider and/or any third party who provides
such services as is necessary to provide the WhatsApp.

Notwithstanding anything in the contrary provided in this terms and conditions, Bank shall not be
involved in or in any way liable to the Customer for any dispute between the Customer and a cellular
service provider or any third party service provider or WhatsApp (whether appointed by Bank for such
purpose or otherwise) while availing these Services through the WhatsApp platform.

The Customer shall not interfere with or misuse in any manner whatsoever the WhatsApp facility and
in the event of any damage due to improper or fraudulent use by the Customer, the Customer shall
be liable for damages to Bank or for any losses suffered by the Bank.

The Customer is solely responsible for protecting his/her OTP/debit card PIN/ password or mobile
phone number and any other password and/or any other mode of verification as prescribed/issued
by Bank for the use of the WhatsApp facility from time to time without any liability of Bank in this
regard. The Customer hereby agrees and accepts that he/she shall at all times be solely responsible
for the protection and safe keep of his/her SIM card, Device and the applications installed thereon,
specifically WhatsApp, login IDs, Customer Information, security details and passwords as mentioned
hereinabove and hereby fully agrees that the Bank shall in no manner be liable for any direct or
indirect or consequential or other loss arising out of any action or omission because of compromise
of the same in any manner whatsoever.

The Customer agrees that the Bank assumes no liability whatsoever in case of any event of such
compromise of the Customer’s WhatsApp and the Bank shall not be held responsible for any such
event. Further, the Customer agrees and understands that WhatsApp can also be logged on from more
than one device at the same time, including by using web log in and the Customer is aware of the risk
in this regard while availing the Services such as compromise of Customer Information, breach of
security of the Customer’s WhatsApp account from a device other than the Customers and the
Customer undertakes to be vigilant and careful and takes full responsibility for the security of his/her
WhatsApp account. The Bank shall not be responsible or liable to you or any third party for the
consequences arising out of or in connection with using of this Service.

Bank will not be liable for:

Any unauthorized use of the customer's OTP/debit card PIN, password or mobile phone number or
for any fraudulent, duplicate or erroneous instructions given on the WhatsApp channel.

a) Acting in good faith on any instructions received by Bank from or on behalf of the Customer
in relation to the WhatsApp facility.
b) Error, default, delay or inability of Bank to act on all or any of the instructions given by the
Customer due to any reason.
c) Loss of any information/instructions in transmission.
d) unauthorized access by any other person to any information/instructions given by the
Customer or breach of confidentiality; Bank makes no representation or gives no warranty
with respect to the quality of the service provided by any cellular service provider or by
WhatsApp or any other service provider enabling Bank to deliver services through WhatsApp
to the Customers.

Bank may provide any other services as a part of the WhatsApp facility and Bank shall not be liable for
the oversight on part of the Customer to update himself /herself with the addition of services which
have been included in the WhatsApp facility.

Any fees and charges associated with various bank services offered under WhatsApp Banking services
will be applicable as per Banks Schedule of Charges.

These terms and conditions does not override terms and conditions issued for other banking services
obtained by the customer from time to time and those shall remain in force for such time as applicable
by law.

Bank under its obligation have rights to share customer information with government entities and law
enforcement agencies whenever a formal request is made by these entities under the law governed
by Islamic Republic of Pakistan.

10. INDEMNITY
Notwithstanding anything contained hereinabove, the Customer hereby indemnifies the Bank and
agrees to hold the Bank harmless against any loss, damage, costs, charges and expenses that may be
suffered by the Bank as a direct or indirect consequence of the Customer’s accessing the WhatsApp
Banking Service and infecting the WhatsApp Banking Service / System with a virus. The Customer shall
indemnify the Bank, Bank employees and Banks nominees or agents promptly and on a full indemnity
basis from or against all actions, omissions, negligence, proceedings, claims, demands, damages,
losses (including direct, indirect or consequential losses), costs and expenses including all duties, taxes,
or other levies and legal costs as between lawyer and client (on a full indemnity basis) and other
liabilities which the Bank may incur or suffer from or as a result of the Customer’s use of the WhatsApp
Banking Service. The Customer shall compensate the Bank for any loss that the Bank may suffer as a
result of the Customer’s noncompliance with any of these Terms and Conditions.

The Customer hereby indemnifies the Bank for any loss that the Bank may incur in relation to the
usage / transfer / withdrawal of funds in excess of the balance available to him / her. The Customer
shall within 7 (seven) working days deposit the excess amount that has been utilized / withdrawn from
the Account.

The Customer shall comply with all these Terms and Conditions of the WhatsApp Banking Service and
pay all the charges as per the prevailing SOC rates connected with it.

11. TERMINATION
Bank may, at its discretion, withdraw temporarily or terminate the WhatsApp facility, either wholly or
in part, at any time without giving prior notice to the Customer. Bank may, without prior notice,
suspend the WhatsApp facility at any time during which any maintenance work or repair is required
to be carried out or in case of any emergency or for security reasons, which require the suspension of
the WhatsApp facility.

Bank may suspend or terminate WhatsApp facility without prior notice if the Customer has breached
these WhatsApp Terms and Conditions or Bank learns of the death, bankruptcy.

12. PROPRIETARY RIGHTS

The Customer acknowledges that the software/ other internet related software which are required
for providing the Services or any Intellectual Property Rights of the Bank in the process are the legal
property of the Bank/ respective service providers. The permission given by the Bank to avail of the
Services to the Customer will/ does not create or convey any rights, title or interest to the Customer
or to any person, in the above software or Intellectual Property Rights of the Bank. The Customer
agrees that he shall not attempt to modify, translate, disassemble, decompile or reverse engineer such
software or create any derivative product based on the software.

13. DISCLOSURE
The Customer hereby expressly authorize and give consent to the Bank to share, exchange, disclose,
transfer or part with any of account information or personal data, contained provided to/ available
with the Bank, when the bank considers such disclosure as necessary or expedient, with:

a) WhatsApp, employees or agents of the Bank, group entities, subsidiaries, branches in any
jurisdiction.
b) Auditors, any agencies/credit bureaus, any court or tribunal or any statutory, regulatory,
judicial, governmental or administrative authority Central KYC registry, any other agency
having jurisdiction over the Bank or its group entities/subsidiaries/branches.
c) Service providers or any such person with whom the Bank contracts or proposes to contract
in relation to the provision of services in respect of the account or facilities.
For the purpose:
a) Of compliance with applicable laws or any order (judicial or otherwise), statutory or regulatory
requirement to which the Bank, its subsidiaries or any its branches are subject to; or
b) Of facilitating banking transactions through the WhatsApp platform or otherwise); or
c) Disclosures for credit review of any account, assets or service or any credit facilities received
/availed/held by the Customer from the Bank (whether singly or jointly or otherwise); or
d) For authentication or verification purposes, or
e) Research or analytical purposes, credit reporting, credit scoring, risk management, anti-
money laundering checks, participation in any telecommunication; or
f) To design financial services and to offer an enhanced, personalized online experience on the
Website and third party websites or otherwise.
g) For enabling registration/verification/offering of any products or any investments to be made
by the Customer with Bank’s group companies/other companies.

14. ADVERTISING
From time to time the Bank may advertise its own products and services, and those of its subsidiary
companies of the Bank, through the WhatsApp Banking Service. The Bank may send the Customer
advertising material in respect of the said products and services and other subsidiary companies of
the Bank from time to time.

15. COMPLAINTS
Any complaints in relation to the correctness and / or genuineness of transaction and / or continuity
of WhatsApp Banking Service may be made either at the twenty-four (24) hours helpline 021-
111786342 or directed in writing to any of the Bank branches in Pakistan where the Customer
maintains an account (or any other address the Bank may notify to the Customer from time to time
for this purpose) within seven (7) business days.

To protect the Bank’s Customers as well as the Bank’s staff, and to help resolve any disputes between
the Customer and the Bank the Bank may record all telephone conversations held between the
Customer and the Bank regarding the WhatsApp Banking Service, keep a record of all instructions
given by the Customer via the WhatsApp Banking Service and the Bank may listen to telephone calls
made in respect of the WhatsApp Banking Service.

16. GOVERNING LAW

These Terms and Conditions are governed by and shall be construed in accordance with the laws of
Islamic Republic of Pakistan to the extent that these laws do not conflict with the principles of Sharia
as set out in the Shari’a Standards published by the Accounting and Auditing Organization of Islamic
Financial Institutions and as interpreted by the Sharia Board of the Bank.

The courts of Pakistan shall have exclusive jurisdiction over all matters arising here from. 39. If the
Bank relaxes any of the terms of these Terms and Conditions, this may be on a temporary basis or as
a special case only. Such relaxation will not affect the Bank’s right to enforce that term strictly at any
other time.