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Terms & Conditions


BigPay Card Terms and Conditions - Cardholder Agreement

This document is the contract between you, the Cardholder and BigPay Malaysia Sdn Bhd  (“BigPay”), the Issuer of the BigPay prepaid card, and contains the terms and conditions governing the use of the BigPay prepaid card (which may include but is not limited to provisions in respect of the Financial Services Act 2013, Bank Negara Malaysia Foreign Exchange Administration Rules, Unclaimed Money’s 1965 Act (revised 2002) (UMA) and provisions of the Anti-Money Laundering and Counter Financing of Terrorism Act 2001) which are binding on you.

 

The BigPay card is a prepaid card that can be used worldwide wherever a Mastercard or Visa is accepted, subject to the terms and conditions of this Agreement.

By downloading the BigPay App, applying for the BigPay prepaid card and/or retaining, using or authorizing the use of the BigPay prepaid card and/or the BigPay App, you agree to this Cardholder Agreement, the Terms of Use as well as our Privacy Policy. Do not download the BigPay App or apply for the BigPay Card if you do not agree to be bound by any of these terms. 

 

Definitions

For ease of reference, the following definitions will apply:

Agreement”, “Cardholder Agreement” or “Terms and Conditions” means this Cardholder Agreement;

Applicable Laws” means the applicable laws governing the provision of e-money and the issuance and/or use of the BigPay Card including but not limited to the Financial Services Act 2013 (FSA), the Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (AMLATFA), Guidelines on Electronic Money issued by Bank Negara Malaysia (BNM) and all other applicable laws governing the issuance, provision and use of e-money and the BigPay Card; 

 

ATM withdrawals”, “ATM Transactions” or “Cash withdrawals” means transactions referring to the withdrawal of cash from the BigPay Card, whether via Automated Teller Machines or over-the-counter channels; 

 

Auto Top-up” means the automated feature and function in the App which allows you to enable your Payment Source to be automatically charged in order to top-up your Card for a preset reload amount at designated periods or whenever your Available Balance falls below a minimum amount as determined by us or selected by you;

Available Balance” means the actual amount of funds available at any time for usage on your Card Account;

App”, “BigPay App” or “Mobile App” means BigPay’s mobile application which is an application software running on a mobile device where you can register and apply for the Card, activate, access set and edit your Account, including but not limited to, your basic account preferences, your personal particulars, your notification preferences, optional subscription services, view Available Balance and Transactions details, block your Card, perform transfer of funds from your Card to another BigPay Card and interact with BigPay’s customers service;

 

BIG Prepaid Cards” means other prepaid cards that may be issued by BigPay from time to time marketed under the name and brand ‘BIG’, where applicable;

 

BigPay Card” or “Card” means the prepaid payment card in plastic form with contactless functionality (being Mastercard PayPass enabled) bearing the name Mastercard and/or service mark of Mastercard issued by BigPay pursuant to this Agreement (and any substitution, replacement and/or renewal thereof); 

 

Card Account” or “Account” means your Card account designated, maintained and operated by BigPay in relation to your BigPay Card;

 

Card Limit” or “Purse Limit” means the maximum regulatory limit and maximum amount of funds that can be topped up to your Card at any time and retained in your Card Account for usage, being RM20,000 as approved by us for you;

 

Cardholder” means you, an individual who has personally applied for and has been granted and issued the Card by BigPay;

 

Card Transactions” means transactions referring to any retail or online purchases (including ATM withdrawals) made with or on the Card;  

 

Contactless Reader” means the point-of-sale reader device where the BigPay Card may be used to execute Contactless Transactions, by tapping or waving the BigPay Card on or against such point-of-sale reader device;

 

Contactless Payments” refers to transactions for the purchase of goods and/or services that are successfully carried out and charged by the Cardholder to the Cardholder’s Card Account and which are executed by tapping or waving the BigPay Card on the applicable Contactless Reader and where the said transactions have been successfully captured or posted on BigPay’s systems; 

 

E-money” means the electronic money associated with your Card, a scheme for the issuance of electronic money (‘e-money’) as a designated payment instrument under the provisions of the Financial Services Act 2013;

 

Payment Source” is where you choose to add, save or link payment or funding sources such as credit cards, debit cards or such other online banking methods or funding sources to BigPay to top-up your Card via the Auto Top-up feature in the App;

 

ID documents” means your personal identification documents that we may request from you from time to time,

 

Issuer”, “BigPay”, “we”, “us” and “our” means BigPay Malaysia Sdn Bhd, the issuer of the Card or anyone we assign our rights to;

 

 “Mastercard” means Mastercard International; 

 

Merchant” means a retailer, or any other person, firm or corporation that accepts cards which displays the Mastercard acceptance symbol;

 

Top-Up Channels” means any reload channels (as appointed or authorized by BigPay) that you can use to make the initial top-up and/or subsequent top-ups to the Card ;

 

Transactions” means all transactions effected through the use of the Card, including but not limited to, retail transactions, e-commerce and other transactions, such as ATM withdrawal, reload transactions and others;

 

"bigpayme.com", “Website” or the “Site” means the BIG Prepaid Card’s website hosted by

 

 “You”, “your”, “yours” or “customer” means you, the Cardholder.

Introduction and Declaration 

By downloading the BigPay App, applying for the Card and/or by retaining, using or authorizing the use of the Card and/or the BigPay App, you hereby warrant, represent and declare that:

 

(a)     you are at least eighteen (18) years of age; you are a Malaysian citizen or a Malaysian permanent resident or a foreigner legitimately residing or gainfully employed pursuant to a valid working visa and with  a valid mailing address in Malaysia; you are not from a sanctioned country; you have not been blacklisted by any financial institutions, licensed banks or e-money issuers in Malaysia or abroad; you are not included in our internal lists and the relevant money laundering and terrorism financing information sources, as well as global lists or databases provided by local or foreign authorities (including but not limited to Bank Negara Malaysia), United Nations Security Council Resolutions (UNSCR), Office of Foreign Assets Control (OFAC); you  are not listed as a Specially Designated National (SDN); you are not included in lists or databases as provided or recommended by the Financial Action Task Force (FATF) and/or such other lists as may be issued from time to time by the relevant government agencies; all  information provided by you is true, correct and complete;

 

(b)    you acknowledge and agree that at any time should any of the representations, warranties and/or declarations above cease to be untrue or we discover to be untrue or that you have misrepresented the same, we shall be fully entitled at our sole and absolute  discretion to suspend, block or terminate any Transaction(s) undertaken by you (if already undertaken) whereby there will be no refunds of the Transaction amounts or any applicable fees being refunded to you, and to take further and appropriate action which may include suspending, blocking and/or terminating your Card, without any liability to you howsoever; and

 

(c)     you further acknowledge and agree that in order for us to provide you with the services, benefits, offers and privileges related to the Card, to manage your Card and Card Account, to facilitate the use of your Card and the processing of any transaction effected or to be effected through the use of your Card, the sharing, transfer, retrieval, updating and processing of your personal information as well as the creation of member profiles and user accounts and updating of personal details may occur between BigPay, our parent, ultimate shareholder, our related companies, subsidiaries, associates and/or affiliates, our licensees, assignees, proposed assignees, representatives, agents, vendors, service providers (including partner networks), merchants, strategic partners, commercial partners, third party contractors, any regulatory authorities (including Bank Negara Malaysia and such other authorities or bodies having jurisdiction over us), credit reporting agencies (including but not limited to CTOS), card schemes or payment network operators, and any other parties engaged by us to enable or assist us in the provision of services to you or to exercise or enforce our rights hereunder and/or any other party whomsoever as we may, to the extent at our sole and absolute discretion deem fit and necessary, within and beyond Malaysia, as stated in our Privacy Policy and you have consented to the same; and that you have read, understood and accepted the terms and conditions contained in this Agreement and in connection with the use of the Card, and that they are legally binding on you.

 

 

Usage Restrictions

The issuance of the Card is subject to certain conditions and usage restrictions. Notwithstanding all other conditions and restrictions stated in this Agreement, by downloading the BigPay App, applying for the Card and/or by retaining, using or authorizing the use of the Card and/or the BigPay App, the following terms apply:

  • You may only have one active Card Account from which you can conduct Transactions.

  • We may at any material time decide not to process your request or Transaction especially if we suspect you are or may be involved in money laundering, terrorism financing, fraudulent or illegal activities.

  • We will not process your request or Transaction if we find that you are from a high risk country, if you have been blacklisted by any financial institutions, licensed banks or e-money issuers in Malaysia or abroad, if you are included under our internal lists and/or the relevant money laundering and terrorism financing information sources, as well as global lists or databases and information provided by local or foreign authorities (including but not limited to Bank Negara Malaysia), the United Nations Security Council Resolutions (UNSCR), Office of Foreign Assets Control (OFAC), Specially Designated Nationals (SDN), politically exposed persons (PEP), relatives or close associates of PEPs (RCA), if you are  included under any lists or databases as provided or recommended by the Financial Action Task Force (FATF) and/or such other lists as may be issued from time to time by the relevant government agencies.

  • The acceptance, processing and/or settlement of any Transaction conducted by you with the Card is subject to the acceptance of the same by Mastercard or the Merchant concerned. You agree that you will not hold us liable for any losses or damages resulting from Mastercard’s or the Merchant’s decision not to accept, process, execute  or settle any Transaction conducted by you.

  • You shall not provide any false, inaccurate or misleading information or refuse to cooperate in any investigation or refuse to provide confirmation of your identity or any information requested by us.

  • You shall only use the Card to effect Transactions for personal reasons. You shall not utilize the Card for commercial or illegal purposes. If we reasonably suspect or discover that you are using the Card to conduct transactions, for or on behalf of a business or other non-human entity or for illegal purposes, we may, in our sole and absolute discretion, cancel your Transaction and/or block, suspend and/or terminate your Card without any liability to you howsoever.

  • You may not use the Card for any improper or illegal purpose, such as money laundering, terrorism financing, unlawful activities, illegal on-line gambling, illegal purchase of controlled substances or prescription medication, purchase of firearms or explosives, fraud, prostitution or child-trafficking or financial support of terrorists or terror-supporting organizations.

  • You acknowledge that BigPay is not liable for your use of the Card for any commercial purposes, including without limitation any risks associated with the purchase of goods or payment for services of any kind such as losses you may suffer for undelivered or defective goods and services you pay for using the Card.

  • You may not use any automatic device, or manual process to monitor or copy the Mobile App.

  • You undertake that you are the sole and rightful owner of any funds you apply towards a reload or top-up of funds to the Card and that the top-up sources for loading of your Card shall be from your personal source of funds. You may not use any funding source for which you do not have authority to use for top-up or reload of the Card.

 

You acknowledge and agree that should you violate any of the conditions or restrictions abovementioned, we shall be fully entitled at our sole and absolute discretion to terminate any Transaction(s) undertaken by you (if already undertaken) whereby there will be no refunds of the Transaction amounts or any applicable fees being refunded to you, and to take further and appropriate action which may include suspending, blocking and/or terminating your Card, without any liability to you howsoever.

 

 

Applying for the Card and Customer Due Diligence 

The Card is only available for those who are aged eighteen (18) years and above, who are Malaysian citizens or Malaysian permanent residents or foreigners legitimately residing or gainfully employed pursuant to a valid working visa and with a valid mailing address in Malaysia. If you are below 18 years or are not a Malaysian citizen, Malaysian permanent resident or foreigner legitimately residing or gainfully employed pursuant to a valid working visa and with a valid mailing address in Malaysia, you are not eligible for the Card.

You may apply for the Card via the Mobile App. We may however introduce other channels for application of the Card from time to time (i.e. authorized sales channels or sales booths).

When you apply for the Card, you must provide all the information as required by us during the registration process, accept the Terms and Conditions of the Card (which includes payment of  applicable fees, if any) in order for your application to be successfully processed. You will also need to top-up the initial amount onto your Card (i.e. the minimum top-up). We will not be able to process any applications for the Card or mail or deliver your Card to you if the minimum top-up has not been reloaded by you or not received by us.

 

If you do not reload the minimum top-up (whether via the Mobile App or offline channels, if applicable) within the stipulated time period as may be specified by us from time to time, we shall treat your application as an invalid and void transaction, and you will then have to make a new application for the Card.

 

The BigPay Card comes with a Card Limit approved by us for you and is subject to the requisite Customer Due Diligence (CDD) and Know-Your-Customer (KYC) verification and approval by us.

 

CDD is a mandatory requirement under the Applicable Laws for any party that applies for the Card. Accordingly, in addition to the information BigPay collects from you at the point of Account application and registration for your Card, usage of the Card may require you to provide BigPay with additional information and/or documentation before we can approve your application or before you can conduct any Transactions.

 

Such additional information may include information or documentation that will enable us to  verify or re-verify your identity, including but not limited to your payment or funding sources, Visa or Employment Pass (if you are a foreigner) and so on. We may verify or re-verify your identity via electronic know-your-customer (e-KYC) processes. Where required, we may also obtain information about you from other sources whether directly or through public and private third parties (including credit reporting agencies), in order to verify your identity, your credit history (where required) and to ascertain the accuracy of information provided by you. We are also required under the Applicable Laws to screen all individuals who use or intend to use the Card against our own internal lists and the relevant money laundering and terrorism financing information sources, as well as global lists or databases provided by local or foreign authorities for the purposes of determining if there are any money laundering or terrorism financing risks in relation to the such individuals.

 

We further reserve the right to reject, terminate and/or decline your Card application at our sole and absolute discretion and/or if our records show that you have had a bad account with us in the past in relation to any type of prepaid card issued by BigPay or if any of your previous prepaid card(s) or prepaid card account(s) issued by BigPay has been monitored by us due to unusual, irregular, suspicious, fraudulent and/or unauthorized activities or suspected misuse, or has been blocked, cancelled or terminated by us in relation to the same. We may refuse, decline and reject applications by any customer who has been blacklisted by us, Bank Negara Malaysia (or any other regulatory authority), credit reporting agencies or the relevant card payment networks. If we ascertain that you are included in any of the respective lists, including but not limited to, being from sanctioned or high risk countries, being included under the United Nations Security Council Resolutions (UNSCR), Office of Foreign Assets Control (OFAC), if you are deemed to be a Specially Designated National (SDN), if you are included as a politically exposed person (PEP), family member or close associate of a PEP (RCA), or if you are included under any lists as provided or recommended by the Financial Action Task Force (FATF) and/or such other lists as may be issued from time to time by Bank Negara Malaysia, the relevant government agencies or any other regulatory authority, we may, at our sole and absolute discretion decline your application (or suspend, block or terminate your Transaction or Card, if the same has already been approved).Whilst the application for the Card is open to all customers who meet the eligibility criteria, we reserve the right to reject ANY application for the Card and/or to decline to issue a Card at our sole and absolute discretion without assigning any reasons whatsoever, and our decision shall be final and conclusive.  

 

It is a condition of your application for the Card that all of the personal information provided by you during the application for the Card is true, correct and complete at all times, and BigPay shall not be held liable nor responsible for any error or omission made by you, which may result in any loss suffered by you, card cancellation or any other financial discrepancies or losses on your Card Account. In the event we find that you have created a forged application or used forged data or documents in your application for the Card, we shall block, cancel or terminate your application or Card immediately without any prior notice to you, and we shall be entitled to retain any balances of funds in your Card account (including the Joining Fee) and we shall not be held liable for any loss or damage suffered by you for the same. We shall further be entitled to take any action against you as may be deemed necessary or as may be required under governing laws or by the relevant governing authorities, including reporting you to the relevant governing authorities.

Fee and Charges

By entering into this Agreement, you agree and undertake to pay all fees arising out of and in connection with the use of your Card pursuant to this Agreement, which may include amongst others, joining fee (if applicable), account service fee, currency conversion fee, cross border transaction fee, ATM withdrawal fee for local and overseas, replacement card fee, charges for SMS Alert, sales draft retrieval fee, charges for load or reload of value, and such other fees and charges related to the Card as we may prescribe from time to time. We reserve the right to revise such fees or to charge additional fees (if applicable) for new services (which are optional) which may be offered by us from time to time. All fees paid to or in connection with the Card to us are non-refundable under any circumstances whatsoever. In addition, if we are unable to charge any applicable fees on the Card (including, but not limited to, account service fees for dormant or inactive accounts for a particular month) due to the fact that there are no balance of funds on the Cardholder’s Account for that particular month, then we reserve the right and shall be entitled to retrospectively charge those said applicable fees upon or once the Cardholder has topped the Card up and Account has sufficient balance of funds.

Please always check the Fee & Charges schedule in the Mobile App and/or Website and/or as stated in the Product Disclosure Sheet (available on the Mobile App or Website) for the full details of the latest fees and charges applicable to the Card. 

Card Limit

The Card Limit is the maximum amount of money that can reside in your Card Account at any point of time. The Card Limit may vary according to the BIG Prepaid Card product type that you have applied for. You cannot load or top up funds in excess of the Card Limit that has been stipulated for the Card and approved by us for you.

Irrespective of whether you are issued the Virtual Card and the BigPay Card, you will have the same Card Limit and one Card Account only. Both the Virtual Card and BigPay Card are tied to one and the same Card Account. 

Applications without the minimum top-up cannot be processed or approved until the same has been made and all valid and legitimate ID Documents have been received and/or verified by BigPay. BigPay reserves the right to approve or decline any applications for whatever reason(s) at our sole and absolute discretion, and such decisions shall be final and conclusive.

​Conditions of RM20k Card Limit

You may top-up your Card to the maximum RM20k being the approved Card Limit but you cannot carry out or conduct Card Transactions and Transactions (including cash withdrawals, P2P, remittance and so on) in excess of RM10k due to certain regulatory requirements and restrictions at this juncture. You can only carry out Card Transactions and Transactions (including cash withdrawals, P2P, remittance and so on) subject to the maximum limit of RM10k.

Notwithstanding the above and the Card Limit, certain Cardholders may only be able to top-up their Card to a maximum of RM10k. This could be due to certain usage restrictions that are required to be imposed due to regulatory requirements, monitoring of any irregular activities or transactions in respect of the Cardholder’s Account or due to the Cardholder’s transactional behavior.

In addition, if the Cardholder’s mobile phone is on (or operated on) an old IOS or Android version, due to certain security issues, the Cardholder will not be able to top up his/her Card to the maximum Card Limit and can only top-up to the maximum of RM10k.

We further reserve the right to set limits, thresholds and/or restrictions as may be required to your Card Limit (including in respect of your top-up or maximum top-up amount, Card Transactions and Transactions) from time to time which shall be determined at our sole and absolute discretion.

Delivery of the Card

Once your application is approved your BigPay Card will be delivered to you within fourteen (14) working days after we have received your minimum top-up (and your supporting ID documents have been received and verified by us). Please ensure you have stated the current and correct mailing address in your application details to avoid your Card being sent to the wrong address. We shall not be responsible in the event of any error in your application or if you have keyed in wrong mailing address details or if you have not received your Card due to the fact that the mailing address details given by you are wrong, inaccurate, not up to-date or not complete. We shall further not be responsible if we have sent your Card to the mailing address as stated in your application details and in our records but you have not received your Card.

You must have a mailing address in Malaysia to enable us to process and approve your application. Mailing addresses outside Malaysia and addresses bearing P.O. Box numbers will be rejected and we will not process or approve such applications. 

In exceptional cases, and on a case-to-case basis, if your Card is returned to us, and you thereafter wish to collect your Card directly from us, you may do so (upon our notification and arrangement for a suitable date and time) but you must bring along your original identification documents for Card collection purposes. Only you, the Cardholder (as named in the application details) can personally collect your Card.

 

Once you have received or collected your Card, you must sign the signature panel on the back of the Card. But whether you sign the Card or not, you are fully responsible for complying with all the terms and conditions of this Agreement and you shall be bound by them in connection with your use of the Card. We shall further not be responsible nor liable to you for any discrepancy between the signature appearing on the Card and the corresponding sales slip or if for any reason(s) any transaction conducted with the Card is not accepted. You agree and understand that any discrepancy between the signature appearing on the Card and the corresponding sales slip shall not by itself be a ground for disputing the validity of the sales transaction.

Activation of the Card

You must activate your BigPay Card first before you can use it to make any Transactions. You can activate your BigPay Card in the Mobile App.

Top-up to Card Account

The minimum top-up or additional value may be topped up to your Card via the available Top-Up Channels. Top up of funds to your Card Account can only be in Ringgit Malaysia. Top-up sources should  be from your personal source of funds. 

We may, from time to time, at our sole discretion or as may be deemed necessary, impose limits on the amount that can be topped-up to your Card Account or a minimum top-up amount for each top-up transaction or as may be required by law. You cannot top-up your Card in excess of the maximum Card Limit which has been stipulated and approved for your Card. We shall not be responsible or held liable for any disputes (or loss) in relation to any excess funds if you attempt, have attempted or actually topped-up in excess of the maximum Card Limit, and we reserve the right to take any action that we may deem necessary, including blocking, suspending and/or terminating and cancelling your Card if we find you have persistently attempted to do so, despite the Card Limits stipulated for the Card.

In the event of any excess funds reloaded by you, we will either refund the excess amount by cheque or by depositing it into your local bank account (provided you have given us your bank account details) or via other channels as determined by us or credit the same back into your Card Account if your balance has dropped sufficiently at our sole and absolute discretion and in accordance with our internal company policies. Note that even if you have topped up your Card account in excess of the Card Limit, you can still only transact and use the Card up to the maximum of the Card Limit.

 

Notwithstanding and irrespective of the above, we reiterate and remind you that you can only reload and top up your Card subject to the limitations or maximum Card Limit(s) that have been stipulated, approved and/or imposed by us, and we reserve the right to take any action as we deem necessary or even terminate and cancel your Card in relation to non-adherence of the same. In addition, we reserve the right to debit your Card for any funds which have been topped up to your Card in excess or erroneously.

 

All reloads and/or top ups of funds shall not be considered to have been made until all relevant funds have been received and processed as good value by us. Reloading of additional value to the Card may be delayed until we have actually received and processed the actual payment. During such delay, the amount transferred by you will not be available for you to use on your Card. We reserve the right to accept or reject any request to top-up additional value to the Card or any reload transaction made to the Card. You agree that we shall not be liable to you in the event of delay in any loading or crediting of funds into your Card Account where such delay is not attributable to our fault.

 

For all our available Top-Up Channels, please refer to the Mobile App for details. Our Top-Up Channels are not exhaustive and may change or be replaced from time to time. For Top-Up Channels operated by our authorized agents or partners, please note that a fee may be levied by the respective agents or partners. We may also charge a fee, if applicable. Please refer to the Fees & Charges for all applicable fees. 

Payment Source and Auto Top-up   

In the event you intend or have subscribed to the Auto Top-up function which we provide or may provide, you hereby confirm, consent and irrevocably authorize us: (i) to add, save or link your Payment Source in order to top-up your Card via the Auto-Top-up feature in the App; (ii) to retain, record and use the relevant data of the Payment Source for the Auto Top-up function; and (iii) to automatically charge and debit your Payment Source for the preset reload amount whenever the Auto Top-up function is utilized and/or activated. 

 

You further agree and undertake to comply with the terms and conditions imposed by the issuer of the Payment Source in respect thereto. 

Validity

The Card is valid for the period as stated on the face of the Card. After the expiry period, you will be issued with a new Card unless otherwise instructed by you or as otherwise determined and/or declined by us. Without prejudice to the foregoing, the renewal of a new Card by us for you upon the expiry period shall be at our sole and absolute discretion. We may decline any renewals or requests for replacement Cards at our sole and absolute discretion, and our decision shall be final and conclusive.

Cardholder

The Cardholder is the individual who personally applies for and has been issued the Card. As a Cardholder, you will be able to transact at all designated Mastercard merchants worldwide, make retail purchases at locations displaying the Mastercard acceptance mark, carry out online transactions, top-up up your Card at our available top-up channels, make ATM withdrawals at selected locations, access and view your Card Account balance and transaction history on the Mobile App and carry out all other functions associated with the Card. 

Use of the Card

Once your Card application is approved, you will first be issued with a Virtual Card. You may view the details of the Virtual Card on the App and you may use the Virtual Card immediately (once you have topped -up the Virtual Card with sufficient funds) for E-commerce Transactions. You will be issued with the BigPay Card thereafter which will be delivered to you and will need to active your BigPay Card before you can use it for Card Transactions.

All BigPay Cards are issued with contactless functionality and are MasterCard PayPass and Visa payWave enabled. Once the BigPay Card is activated and you have topped-up the Card with sufficient funds, you may start to use the BigPay Card to purchase goods and services worldwide anywhere a MasterCard or Visa card is accepted (depending on which Card Scheme your Card is under) and also to access cash at ATMs or financial institutions displaying the MasterCard or Visa name and/or logo (depending on which Card Scheme your Card is under).

Each time you use the Virtual Card or the BigPay Card to purchase goods or services, you authorize us to deduct your funds from your Card Account.

The Card is non-transferable and shall only be used exclusively by you as the Cardholder. Your Card shall not be pledged by you as security for any purpose whatsoever. You shall not give the Card or your Card Account number to other third parties or allow them to use it for charges, identification or any other purpose. If you do so, you will be liable for all charges made with the Card as a result thereof. You also cannot use your Card for business and/or commercial purposes which are deemed to be illegal or unacceptable by us and we shall be entitled to block the authorization for the use of the Card for such activities.

Your Card usage in respect of the Card Limit is subject to the ‘Conditions of the RM20k Card Limit’. If you opt for any optional services provided by us (if applicable), then you may have to maintain a minimum amount as specified in connection with the use of those services. We may further set certain limits and thresholds for specific use categories (within the Card Limit) which you cannot exceed whether daily, monthly or so on. We may further refuse any Transaction and Card Transaction or limit the amount to be transacted either on a per transaction or aggregated basis at any time and for.

You should frequently review your Card Account to check and verify your Available Balance before using your Card. You must always ensure that there are sufficient funds in your Card Account to pay for each transaction and to cover the total amount transacted on your Card Account, including purchases, recurring transactions, cash withdrawals, fees and other charges. If the total amount in your Card account is insufficient, your transaction will be declined and in the case of recurring declined transactions, you would have to make your own arrangements for payment with the recurring merchant. If you have not paid any of the fees (as may be applicable), your Card cannot be used and we will be entitled to block, suspend and/or to terminate your Card account.

Without prejudice to the above, we shall not be responsible for the refusal of any Merchant or member institution of Mastercard to honor or accept your Card.

All transactions conducted with your Card will only be reflected and posted to your Card Account after they have been submitted by the respective Merchant or acquiring bank and processed by the Mastercard payment network to BigPay.

Take note, as part of our CDD requirements and security monitoring process, BigPay reserves the right to review your Card Account activities and any Transaction at any point in time in order to protect you and your funds and to ensure the validity, safety and security of your Account against money laundering, terrorism financing, fraudulent or illegal activities. As a provider of financial services, BigPay also plays an important role in the fight against financial crime, money laundering and terrorist financing activities and as a result, the Applicable Laws require us to obtain, verify and record personal and private information about our customers and to conduct periodic account reviews. These processes often include steps that involve additional verification and validation of identity, payment or funding sources and instructions, and of other Transaction information which may require us to contact you further for the relevant information, which may result in delay in the processing of a Transaction until such verification and validation is satisfactorily completed. In the event that your Transaction is subject to any process for additional verification and/or validation (including AML compliance checks), your Transaction may be put on hold while we collect and confirm the source of the funds and complete the verification and validation process.

 

We reserve the right to refuse to process Transactions for certain individuals, including without limitation, individuals from sanctioned or high risk countries, individuals who have been blacklisted by any financial institutions, licensed banks or e-money issuers in Malaysia or abroad, individuals who are included in our internal lists and the relevant money laundering and terrorism financing information sources, as well as global lists or databases provided by local or foreign authorities (including but not limited to Bank Negara Malaysia), the United Nations Security Council Resolutions (UNSCR), Office of Foreign Assets Control (OFAC), or who are deemed as Specially Designated Nationals (SDNs), included under any lists or databases as provided or recommended by the Financial Action Task Force (FATF) and such other lists as may be issued from time to time by relevant government agencies. We may also refuse to process any Transaction on behalf of individuals that may appear on any list of politically exposed persons (PEPs) or that are family members or considered close associates of such PEPs (RCAs).

 

If the Card is used in a manner other than as permitted by this Cardholder Agreement, to the extent permitted by law, we may, at our option and without waiving any of our rights, recognize the transactions and debit or credit the Card accordingly. Any online betting and/or gambling activities are prohibited and you agree that we do not owe you any duty and/ or obligation whatsoever to monitor and block the use of the Card for any unlawful activities. If we do find that your Card has been used for unlawful or fraudulent activity, we shall be entitled to suspend, block and/or terminate the use of the Card immediately without prior notice to you. Notwithstanding the above, BigPay reserves the right to block, suspend or decline any Transaction at its sole and absolute discretion.

 

We reserve the right to suspend, revoke and/or block any reloads or top ups to your Card which we discover and/or which we have been informed by any third parties (including the police, Bank Negara Malaysia, Mastercard and/or other banking institutions or other relevant parties) to be irregular, suspicious, illegal or unauthorized, and we shall be entitled to take any action against you as may be deemed necessary for such transactions, including blocking suspending and/or terminating your Card and Card account.

Mobile App

You will be solely responsible for your own personal Card account settings, and BigPay shall not be held liable for any errors or losses incurred or suffered by you as a result of any personal settings or information set or keyed in by you in the Mobile App.

Card

Your Card is and shall at all times remain our property and shall be surrendered to us immediately upon our request and may be repossessed by us at any time. By applying for and subscribing to the Card and/or by retaining, using or authorizing the use of the Card, you agree and undertake:- (a) not to use the Card to purchase illegal goods or services or to use it for any unlawful and/or fraudulent activities; (b) to promptly notify us of any loss or theft of the Card; and (c) to abide by and to only use the Card strictly in accordance with the terms and conditions of this Cardholder Agreement.

Card Services and/or Products

More than one service, offer or program may apply to your Card at the same time. We may from time to time also introduce new services, offers or programs in relation to the use of your Card including but not limited to promotional offers, activities or campaigns. Supplemental terms may also apply to the BigPay Card from time to time in respect of a such services, offers, programs, activities or campaigns,We will tell you the terms and conditions (or any additional supplemental terms and conditions) of such services, offers or programs at the time of the introduction of the services, offers or programs (if any). The terms and conditions (or additional supplemental terms and conditions) of such services, offers and programs are binding on you as if the same are contained here.

SMS Alert Service

We may provide and/or implement a SMS alert service for your Card (subject to your Card being in good standing and/or not suspended or blocked by us). If we implement this service, alert notifications will be sent via Short Messaging Service (“SMS”) at our discretion based on pre-determined criteria(s) as follows: (a) first card usage alerts; (b) transactions alerts, both local and overseas, above a certain value; and (c) suspicious or irregular transaction alerts. The SMS alert service is subject to the terms of your agreement with your mobile phone service provider. You shall ensure that your mobile phone and number are able to receive text messaging both in Malaysia and overseas, and you shall be personally responsible for any fee imposed by your respective mobile phone service provider.

 

Each SMS alert will not be encrypted and may include details pertaining to your Transaction(s). You are responsible for the security of your mobile phone. We shall not be liable in any way to you (or any third party) should any SMS alert be viewed or accessed by persons other than you, the Cardholder. We shall not be liable for any or all losses, damage, expenses, fees, costs (including legal costs on a full indemnity basis) that may arise, directly or indirectly, in whole or in part, from (a) the non-delivery, the delayed delivery, or the misdirected delivery of an SMS alert; (b) the non-receipt of an SMS alert; (c) inaccurate or incomplete content in an SMS alert; (d) reliance on or use of the information provided in an SMS alert for any purpose; or (e) any third party, whether authorized or not, obtaining your Card account information contained in the SMS alert by accessing the your mobile phone.

 

An SMS alert does not constitute a record of the Card Account or Card transaction to which it pertains. We do not assume any additional responsibility or obligation in respect of the use of, or any transaction or eventuality involving, the Card Account. The SMS alert service does not free you from the responsibility of safeguarding the physical security and authorized use of your Card or Card Account, and it does not entail that BigPay will automatically be liable for any unauthorized Transaction(s) that may be charged to the Card Account. The SMS alert service may be subject to a fee. Please refer to our Fee and Charges on the Mobile App or our Website for any charges that may be imposed for the SMS alert service. Any additional terms and conditions applicable to the SMS alert service shall be binding on you and shall apply in addition and not in substitution to the terms and conditions contained herein. 

Disputed Transactions – Goods/Services

We are not responsible and shall not be liable for the goods and services (including their delivery, performance, merchantability or fitness for purpose) purchased with your Card, whether at the Merchant’s premises, written instructions sent by mail, email, facsimile, telephone order, online via the internet or any other means by which you have authorized the use of your Card for the purchase of goods and services. We are further not responsible for the delivery, quality, safety, legality, fitness for purpose or any other aspect of the goods or services (including any defects or deficiency in any goods or services) purchased by you from Merchants with your Card. All disputes involving the same should be addressed directly to the Merchants from whom the relevant goods and services were purchased. You agree to settle all disputes directly with the Merchant who honored your Card or the member institution of MasterCard concerned and you shall pay us all amounts required under this Agreement despite such disputes. You shall not be entitled to set-off or counterclaim against us or to withhold payment to us on account of such complaint or under any circumstances whatsoever in respect of your claim against the Merchant or the member institution of MasterCard. You shall not initiate any claim or take legal action against us for any claim you have against the Merchant or for any issues with regards the delivery, quality, safety, legality, fitness for purpose or any other aspect of the goods or services purchased by you from the Merchant.  

You must key-in your 6-digit personal identification number (“PIN”) for verification instead of signing a transaction slip when making payment at point-of-sale terminals for transactions you make with domestic or overseas merchants using your PIN-enabled Card. By entering your PIN or other identifying number or password at an electronic banking facility, you indicate your acceptance that the transaction amount is correct. You should ensure that the transaction amount is correct before you enter your PIN or other identifying number or password at an electronic banking facility. In addition, BigPay reserves the right to block, suspend or decline any Transaction at its sole and absolute discretion. 

E-commerce Transactions

If you use your Card for e-commerce transactions to purchase goods and/or services through the online internet sites or third party mobile apps, you shall be solely responsible for the security of such use at all times. You agree that the entry of your Card information on the internet or via such third party mobile apps shall be sufficient proof of the authenticity of such instructions. We are under no obligation to verify the identity or the authority of the person entering your Card information and we shall not be liable for acting on such use of your Card regardless of whether the person is authorized or unauthorized and regardless of the circumstances prevailing at the time of the transaction. However, we reserve the right not to process any such transaction over the internet or via third party mobile apps if we have any reason to doubt its authenticity or if in our opinion it is suspicious in nature, unlawful or otherwise improper to do so or for any other reason. Notwithstanding the above, BigPay reserves the right to block, suspend or decline any Transaction at its sole and absolute discretion. For all transactions processed via the two factor authentication mechanism or 3D secure, we shall not entertain any disputes from you with regards to the fact that you did not authorize or participate in the transaction nor will you be able to raise a chargeback claim for such transactions which have been processed under the two factor authentication or 3D secure mechanism. In such cases of two factor authentication or 3D secure transactions, we will only allow chargeback due to no authorization, processing errors, service not rendered and other card acceptance violations as stipulated in the MasterCard card chargeback rules.

Cash withdrawal and/or ATM Transactions 

You may obtain cash withdrawals of such amounts by presenting your Card at MasterCard participating institutions together with evidence of your identification and signing the necessary transaction record or using your Card at ATMs under the MasterCard payment network or the ATM of any other bank or institution carrying the MasterCard logo, in which case the withdrawal shall be subjected to the withdrawal limit imposed by us or the bank, whichever is lower. 

Any withdrawal made outside Malaysia will be in the currency of that particular country or jurisdiction. For all international transactions via ATM and/or any member institution of MasterCard, the exchange rates (if applicable) shall be the prevailing exchange rates which shall be determined by MasterCard and all such transactions shall not violate the laws existing in the country where the transactions are done. The use of your Card to obtain a cash withdrawal shall be deemed to constitute your agreement to pay all applicable fees and/or charges as prescribed from time to time. You cannot make ATM withdrawals in excess of the limits set by the respective ATM networks. 

For the purposes of effecting cash withdrawal using the Card at any ATM under the Mastercard payment network, you must use your 6-digit PIN. You may set and change the PIN through the Mobile Appor any other mode as determined by us from time to time.

 

BigPay reserves the right to block, suspend or decline any cash withdrawal or ATM transactions at our sole and absolute discretion.

Contactless Payments 

Contactless Payment allows you to pay amounts up to RM250 without entering your PIN on applicable Contactless Readers. You can pay at applicable Contactless Readers which are contactless enabled.

 

The first time you make a Contactless Payment, you will be asked to enter your PIN. After that, you can pay amounts up to RM250 via the Card’s contactless functionality.When you make a Contactless Payment, you must check the amount and hold your Card against the Contactless Reader. The Contactless Reader will show whether the payment has been successful.

 

We may also require other activation and/or authentication procedures as we may at our sole and absolute discretion prescribe from time to time. When you tap, wave or touch your Card against the Contactless Reader, you are giving authorization for the transaction to be charged to your Card Account and for funds to be deducted from your Card in respect of the said transaction.

 

Cardholder’s may use the Card to effect any number of Contactless Payments on Contactless Readers provided that the value of such Contactless Payment(s) does not exceed the daily limit of RM250. For the avoidance of doubt, the Cardholder cannot use the Card for any Contactless Payment which exceeds the daily limit of RM250. The Cardholder must enter his PIN for any transaction in excess of RM250.

 

After a number of payments, you may be asked to enter your PIN again for security reasons. If Contactless Payments are made after your Card has been lost or stolen, it will be treated in the same manner as stated in the ‘Disclosure of loss of PIN, or Loss, Stolen, or Unauthorized Use of Card’ section below.

 

You cannot use the contactless function of the Card or make Contactless Payments for card-not-present transactions, online transactions, e-commerce transactions, recurring bill payments, cash advance transactions, funds transfer transactions, transactions performed or to be performed at any ATM. The Card also cannot be tokenized on mobile devices for any forms of Contactless Payments.

 

Any usage of a Card at any Contactless Reader, if and where permitted by BigPay shall be subject to such terms and conditions as BigPay and MasterCard may agree from time to time.

Security of PIN

You must keep your PIN strictly confidential and you should never disclose your PIN to any person under any circumstances or by any means whatsoever. You should not keep any written record of your PIN at any place or in any manner which may enable a third party to have access to it and/or make use of your Card. Failure to comply with this requirement will expose you to the consequences of theft and/ or unauthorized use of your Card, for which we will not be in any way be responsible or liable to you. You shall hold us free from all claims and liabilities from all parties whomsoever arising from the use of your PIN whether authorized or otherwise

Disclosure of loss of PIN, Loss, Stolen, or Unauthorized Use of Card

You shall be and remain liable to us for any goods and services supplied by the merchants and cash withdrawals through the use of your Card whether or not you have authorized such usage. You shall use all reasonable precautions to prevent disclosure of the PIN to any unauthorized person or the loss, theft or unauthorized use of your Card.

In the event of disclosure of your PIN to any unauthorized person or the unauthorized use of your Card or your Card is lost or stolen, you must immediately freeze your Card via the Mobile App. Alternatively, you may call our Customer Service to cancel your Card Account. You Card will be blocked once you have “frozen” it in the Mobile App. Alternatively, if you call our Customer Service, we will block your Card upon receipt of your notification. You should then send a confirmation in writing to us. As a matter of prudence, we advise you to lodge a police report immediately to substantiate your claim.

We may at our discretion on a case-to-case basis ask you for a copy of the police report confirming the incident. If we do indeed require the police report, and you are not able to provide us with a copy, we may not be able to proceed with our investigations and we shall not be responsible or be held liable for any disputes or loss suffered by you in relation to any transactions incurred from unauthorized usage of the Card. You shall be and remain liable for all transactions incurred from unauthorized usage of the Card, where investigations made by us or the police reveal that you are a party in the procurement of any merchandise or services from the merchants effected through the use of the Card by the use of any unauthorized person. You shall be liable for such unauthorized transaction before we receive written notification of the loss or theft. We may at our absolute discretion, resolve that your liability be limited to RM250 provided you are not found to be negligent or have not acted fraudulently.

 

We shall not be responsible and shall not be liable for any transaction as a result of the loss or theft or misuse of the Card, occurring prior to you reporting the loss or theft of the Card to us.

Without prejudice to our rights and notwithstanding that you may have exercised all reasonable precaution to prevent the loss or theft or unauthorized use of your PIN or your Card, and you have reported the loss or theft or unauthorized use thereof, you shall remain liable to us if you have acted fraudulently or if you were involved in the procurement of goods or services supplied by any merchant, cash advance or ATM transactions through the use of your Card by any person or if you have failed to inform us upon discovering that your PIN or Card has been lost or stolen or used for purposes unauthorized by you.

If you later find the lost or stolen Card, you should not further use the Card but shall cut it into half and dispose of it immediately or return the same to us. Upon the loss or theft of your Card or upon discovery that an unauthorized person or persons have acquired knowledge of the PIN or use of your Card not authorized by you, you may request us to issue a replacement Card and we shall have the right at our sole discretion to accept or to refuse such request without having to assign any reason whatsoever. We are under no obligation to issue a replacement Card automatically following its loss or theft.

Any replacement Card will be subjected to a replacement card fee, unless waived by us at our sole discretion. If we approve your request for a replacement Card, and upon proper verification, we will issue a new Card to you with a new account number. The balance of funds from your previous lost or stolen blocked Card Account will be transferred to the new Card Account accordingly. If we do not issue you a replacement Card, the balance in your lost or stolen Card will be refunded to you (less any applicable fees and charges including bank charges) after fourteen (14) business days via cheque or by depositing it into your bank account (provided you have given us your bank account details) or in any other manner in accordance with our internal policies. BigPay will refund Available Balances in Ringgit Malaysia only.

Card to Card Transfer

You can only transfer funds from your Card to another BigPay Cardholder. The maximum daily transfer limit is RM2,000. Please refer to the Mobile App to find out more about this feature.

Disclosure of Passwords, Unauthorized Access

If you wish to update your profile and personal data, including but not limited to, mailing address, contact details, phone numbers, email address, and other personal particulars, you may do so by contacting our Customer Service. We may from time to time first verify your identity through the security protocols established by us (and which may be changed from time to time at our sole and absolute discretion) before your profile and personal information can be updated. You shall at all times keep all your passwords and security codes, security questions, security answers (including but not limited to those used for verification and authorization purposes and for access into your Card Account) secret and you shall use all reasonable precautions to prevent disclosure of the same to any unauthorized person, or third party. We shall not be responsible and shall not be liable for any loss suffered or in relation to the transactions on your Card Account or for any unauthorized transactions on your Card, if you disclose any of your passwords, security codes, security questions, security answers or any of your personal details to unauthorized parties or third parties.

Transactions made in Foreign Currencies

If a Transaction is made in a foreign currency, MasterCard will convert the transaction into the Ringgit Malaysia equivalent at the conversion rate as determined by MasterCard as at the date it is processed by MasterCard after merchant settlement. You will also be required to pay administration costs at such rates/fees as shall be determined by us.

 

A hardcopy of the transaction history is available upon request via email to us. All issuance of hardcopies will be subject to a fee as determined by us.

 

All entries in the transaction history are deemed true and accurate unless you inform us of any error, exception, dispute or unauthorized transaction within forty (40) days from the date of the transaction. If we do not receive any written notification from you concerning any error in the transaction history within the stipulated time frame, the transaction history shall be deemed true, complete and accurate, and you shall then be deemed to have accepted the entries in the transaction history made up to the date of the last entry in the transaction history as final and conclusive.

 

In the event the investigations and verifications conducted by BigPay reveal that the disputed transaction(s) was (were) accurate, genuine and properly authorized by you, then you, the Cardholder shall be liable for all the disputed transaction(s).

 

You, the Cardholder further agree to indemnify us, BigPay against all other costs, expenses & charges that BigPay may incur in the verification processes of the disputed transactions.

 

If you dispute any transactions stated in your history transaction, we may in our absolute discretion and as deemed fit conduct any investigation(s) regarding the disputed transaction(s) wherein the following shall apply: If our investigation(s) reveal or indicate that you are liable for any of the disputed transaction(s), we shall be entitled to levy the following charges: an investigation charge as we may deem fit to charge; from the date of the disputed transaction(s) until the finalization of our investigation(s). No investigation charge(s) shall be levied in the event that the investigation(s) reveal that you are not liable for any of the disputed transaction(s). Our findings in any investigation conducted in relation to your Card Account shall be conclusive, final and binding on you and shall not be opened for questioning in any event.

Events of Default by Cardholder

We may suspend, block, revoke and/or or terminate the Card and/or any of the services offered to you, the Cardholder with or without prior notice notwithstanding that we may have waived our rights on some previous occasion upon the occurrences of any or more of the following events, including but not limited to:–

 

if payment of any sum of money is due from you to us at any time under the Card Account; or if you use your Card for any unlawful activities such as online betting and/or gambling activities; or if you commit or threaten to commit a default or breach of any agreements, covenants, stipulations, terms or conditions set out in this Agreement; or if you have furnished false information, data or documents to us; or if in our absolute opinion, your Card Account has not been operated satisfactorily or used for fraudulent purposes; or if we have noticed irregular, suspicious or unauthorized activity on your Card; or if an event or events has or have occurred or a situation exists which should or might in our opinion prejudice your ability to perform your obligations under this Agreement; or if we in our absolute discretion refuse to issue a replacement card or renew your Card; or if we in our absolute discretion decide to block, suspend, cancel or terminate the use of your Card; or if you use your Card for business and/or commercial purposes which we deem not acceptable to be transacted using your Card. In such circumstances we reserve the right not to refund any balance of funds existing in your Card Account and we shall be entitled to retain the same at our sole discretion and/or as may be required by the relevant governing authorities. Further thereto, we reserve the right to take any action against you as may be deemed necessary or as may be required under governing laws or by the relevant governing authorities.

 

We reserve all rights to block, decline or terminate your application for the Card, the issuance of a Card by us to you or your Card and Card Account (if the same has already been issued to you) if we find that you have furnished false or misleading information and/or documents to us concerning your personal details and any other information required in the application form immediately at our sole discretion without any prior notice to you. In such circumstances, we shall not refund any balances existing in your Card Account (if the same has been issued to you) and we shall be entitled to retain the same. We shall not refund the initial top-up amount to you if you have not received the Card yet.

 

If we obtain judgment from any court for any sum owing under this Agreement, any charges payable shall continue to be payable from the date of judgment until the date of full payment of such sum of money so adjudged to be payable to us.

Blocking, Suspension, Cancellation and/or Termination of Card by BigPay due to Suspicious, Fraudulent, Unusual, Irregular or Unauthorized Activity

In addition to the Events of Default above, we may at our sole and absolute discretion, limit, block, suspend or terminate your use of the Card and Card Account if we detect any unusual, irregular, suspicious, fraudulent or unauthorized activity on your Card and/or Card Account; or suspect misuse of your Card and/or Card Account; or there is a contravention; non-adherence or breach by you of any of the provisions of this Agreement. We shall have the right to withdraw at our absolute discretion, all or any of the facilities provided by us, with or without notice and without assigning any reasons for it, and in such circumstances if we so deem fit to terminate use of your Card notwithstanding that we may have waived our rights on some previous occasions. We may refuse to issue a Card or may revoke the Card privileges with or without cause or notice, other than as required by applicable law.

If we detect unusual, irregular, suspicious, unauthorized or fraudulent activity on your Card Account, we may suspend and block the use of your Card and its account immediately as security/precautionary measures (with or without prior notice to you) until we can verify the activity. If we decide to cancel or suspend (block) the use of the Card, we will attempt to notify you via phone or electronic mail or any other means of communication. You agree not to use or attempt to use an expired, revoked, blocked, suspended, terminated or otherwise invalid Card. BigPay’s cancellation of Card privileges will not affect your rights and obligations pursuant to this Agreement. If we cancel or suspend your Card privileges through no fault of yours, you will be entitled to a refund of any remaining balance on the Card as provided in this Agreement.

 

If we cancel and terminate your Card due to the abovementioned reasons, we reserve the right not to refund any balances of funds existing in your Card Account and we shall be entitled to retain the same at our sole discretion, and/or as may be required by the relevant governing authorities. Further thereto, we reserve the right to take any action against you as may be deemed necessary or as may be required under governing laws or by the relevant governing authorities.

Voluntary Cancellation and Termination of Card by Cardholder

You may at any time of your own accord cancel your Card and Card Account by sending a notice in writing and/or email notification to us. We will then terminate the Card and any balance of funds on the Card will be refunded to you. You shall remain liable for any transaction(s) effected through the use of your Card prior to and post (where applicable) termination for the use of your Card.

Refund of Balance of Funds upon Termination of Card

Upon termination (whether by BigPay or you) of the use of your Card (subject to all Transactions having first been settled with the relevant third party(s)), unless otherwise due to termination by BigPay due to Events of Default or due to suspicious, fraudulent, unusual, irregular or unauthorized activity, the balance of funds on the Card Account shall be refunded to you, the Cardholder (less any applicable fees and charges) after fourteen (14) business days from the date we have confirmed the receipt of your request to process the cancellation of your Card together with your valid and current mailing address submitted by you to BigPay (via e-mail or any other method notified to you by BigPay from time to time) within seven (7) days from the date of you notifying BigPay of your intention to terminate the Card.

 

In the event of any delay on the Cardholder’s part in confirming his valid and current mailing address three (3) business days prior to the fourteenth business day, then BigPay will only be able to process the refund from the date we receive the Cardholder’s valid and current mailing address. If we do not receive any confirmation in writing from the Cardholder with respect to his valid and current mailing address within the fourteen (14) business days from the date of our request for the said confirmation (following cancellation of the Card), then we will be unable to refund the said balance within the stipulated time frame above and shall only refund the same to the Cardholder upon the receipt of the Cardholder’s confirmation in writing of his valid and current mailing address. The balance on your Card will be refunded to you via cheque or by depositing it into your bank account (provided you have given us your bank account details) or in any other manner in accordance with our internal policies.

BigPay will refund any Available Balances in Ringgit Malaysia only.

Dormant Account

We reserve the right to terminate any Card Accounts if your Card account has been left dormant for a lengthy period of time.

Balance Transfer upon New Card Application or Renewal

If there is a balance of funds remaining on the Card Account upon the expiration of the Card, and you decide to renew your card (subject to our approval), then the balance of funds will be transferred to a new Card.

Communication

You agree that we shall be entitled from time to time to contact you via electronic transmission (including, but not limited to email communication, telex, fax), SMS or via telephone correspondence and calls (which may be monitored and/or recorded by us), and any other means of exchange communication in respect of, but not limited to, matters in relation to your Card,  confirmation of transactions, whether or not you transacted the same, status of your Card and Card Account, communication on promotions (and promotional items) for the Card, and for any other matters relating to the Card.

You further agree that we shall be entitled to send you marketing materials, promotional offers and newsletters from time to time with regards the Card, the Mobile App and services provided by BigPay. You may opt out from receiving such marketing communications by sending an email to support@bigpayme.com.

Variation of Terms

Subject to the limitations of applicable law, we may at any time vary, revise, change, amend, withdraw, substitute or remove any of the terms and conditions of this Agreement. Any such amendment shall be effective twenty-one (21) days after the revised terms have been posted on our Website or the Mobile App. And thereafter such posting on the Website or the Mobile App, the revised or new terms will apply to the Card, including, without limitation, all future transactions made using the Card. We may also issue a notice via email, electronic correspondence or any other modes of communication to you concerning any variation, revision, amendment, withdrawal, substitution, removal or change. Notwithstanding the foregoing, advance notice of any change may not be given if it is necessary to make any such change immediately in order to maintain or restore the security of the Card or any related payment system. The retention or use of your Card after the effective date of any variation, amendment, revision, substitution or change of terms and conditions shall be deemed to constitute your acceptance of such variation, revision or change without reservation by you.

 

If you do not accept the proposed variation, amendment, revision, substitution or change, you are entitled to terminate the use of your Card by contacting us, and the provisions relating to termination above shall apply.

 

Notwithstanding the above, we specifically reserve the right to withdraw or terminate the Card program (in whole or in part), any program, feature, function or benefit thereunder at any time with or without prior notice at our sole discretion. We may from time to time issue additional terms and conditions for the Card, if required.

 

The latest version of the Terms and Conditions will be on the Mobile App and Website. We advise you to check the Terms and Conditions of the Card regularly whenever you visit the Website or log-onto the Mobile App to ensure that you are aware of our latest or updated terms and conditions of the Card.

Disclosure

BigPay protects the privacy of your information as detailed in our Privacy Policy (please refer to the Privacy Policy section on the Mobile App or Website).

You acknowledge and agree that in order for us to provide you with the services, benefits, offers and privileges related to the Card, to manage your Card and Card Account, to facilitate the use of your Card and the processing of any transaction effected or to be effected through the use of your Card, the sharing, transfer, retrieval, updating and processing of your personal information as well as the creation of member profiles and user accounts and updating of personal details may occur between BigPay, our parent, ultimate shareholder, our related companies, subsidiaries, associates and/or affiliates, our licensees, assignees, proposed assignees, representatives, agents, vendors, service providers (including partner networks), merchants, strategic partners, commercial partners, third party contractors, any regulatory authorities (including Bank Negara Malaysia and such other authorities or bodies having jurisdiction over us), credit reporting agencies (including but not limited to CTOS), card schemes or payment network operators, and any other parties engaged by us to enable or assist us in the provision of services to you or to exercise or enforce our rights hereunder and/or any other party whomsoever as we may, to the extent at our sole and absolute discretion deem fit and necessary, within and beyond Malaysia, as stated in our Privacy Policy and you have consented to the same; and that you have read, understood and accepted the terms and conditions contained in this Agreement and in connection with the use of the Card, and that they are legally binding on you.

You agree and authorize us to contact you, through any means, to make any inquiries and request additional information to validate any information we have on our records. Such inquiries may include, without limitation, mobile phone number verification, account verification, and requests for additional personal information. If we do not have your personal information, or you choose not to share or disclose any information that we may require, we may not be able to provide or continue to provide you with the Card or Card- related services and we will not be obliged, responsible or held liable for the failure to provide the same (and/or any disputes in relation thereto).

Any disclosure by us of your information as set forth herein shall not render us liable to you for any claim, loss, damage (including direct or indirect damages or loss of profits or savings) or liability howsoever arising whether in contract, negligence, or any other basis arising from or in relation to: the release or disclosure of the information by us; and/or the information being incorrect, erroneous or misstated; and/or reliance on the information, whether caused by us or other third party’s misstatement, omission, negligence or default or by technical, hardware or software failures of any kind, interruption, error, omission, viruses, delay in updating or notifying any changes in the information or otherwise howsoever.

Costs and Expenses

You hereby agree that if we initiate legal proceedings against you because of a default in the terms of this Agreement, you shall be liable to pay to us all legal costs (including costs on a solicitor and client basis), other costs, charges and expenses which we may incur in enforcing or seeking to enforce any of the provisions of this Agreement or in obtaining or seeking to obtain payment of all or any part of the monies owing by you. Your responsibility for fees and costs shall not exceed the maximum amount allowed by law.

Indemnity

You agree to indemnify, defend and hold us and our parent, ultimate shareholder, respective affiliates, related companies, officers, employees, agents, contractors, representatives, suppliers, vendors, service providers, partner networks and other related parties involved in the provision, processing and/or execution of services, benefits, offers and privileges related to the Card, harmless from and against any claims, losses, damages, judgments, awards, costs, liabilities, expenses or fees (including without limitation reasonable attorneys’ fees) arising out of or in connection with your breach of this Cardholder Agreement or your use of the Card and/or the Mobile App, of any Applicable Laws, or violation of any rights of a third party including your use of any information or content obtained from or through your use of the Card or the Mobile App other than expressly permitted by this Cardholder Agreement or of your negligence, fraud or wilful misconduct.

BigPay reserves the right, at its own cost, to assume control of any defence or any other matter otherwise subject to indemnification by you, in which event you shall cooperate fully with BigPay in asserting such available defences as elected by BigPay in its reasonable discretion.

Service and/or Notification

You hereby agree that for service of any legal document, notification or statement hereunder or if any action is begun in the courts in Malaysia in respect of this Agreement, the legal process and other documents may be served by posting the documents to you (via ordinary post) at your last known address in our records and such service shall on the 5th day after posting, and shall be deemed to be good and sufficient service of such process or documents. Any notice or other document to be given under this Agreement and all other communications by you to us with respect to any legal process shall be in writing and may be given or sent by hand, or registered post to us at the address set out below:–

 

By Mail or Hand To:

Legal Department

BigPay Malaysia Sdn Bhd

Unit 19-02-02, Level 2,

Wisma Tune, Lorong Dungun, Damansara Heights, 50490 Kuala Lumpur

or to such other address as we may give notice to you from time to time.

Issues or complaints with respect to the Card

You may also contact us by sending us an in-app message in the Help section of the Mobile App for any queries or issues you may have regarding the Card or to lodge any complaints with respect to the Card or you may contact our customer service team via the contact details stated in the Mobile App. In addition, if you have any complaints (which we may not have responded to) you may also contact Bank Negara Malaysia via bnmtelelink@bnm.gov.my.

Security

BigPay treats the security of your Account with utmost priority and to this end, we use a variety of security measures to make sure that your Account is secure. However, it is your responsibility to ensure that your Account is kept safe from unauthorized access and attempts to use it for fraudulent purposes at all times. You must ensure that you do not share access of your Account with any person other than yourself and keep your login details safe. It is your responsibility to keep your Account secure and be responsible for Transactions carried out using your Account. You should never conduct any Transactions on behalf of any third parties or allow any other individual to conduct a Transaction on your behalf. You should never use the Mobile App or submit any Transactions on a ‘jailbroken’, ‘rooted’ or otherwise modified device. In addition, you must only download or use the Mobile App on mobile devices installed with the latest and most secured operating system(s) available for the mobile device. If you find or suspect any unauthorized use of your Account or any other security breach, you must notify us immediately using any of the contact methods provided above so that we can take all the necessary steps to prevent further unauthorized use.

Where you have notified us, or we reasonably believe that your Account has been compromised, we may stop, block or suspend your access to and use of your Account and/or the Card. We also have the right to disable or change any user name or password (if possible), whether chosen by you or provided by us to ensure the security of the Account, in our sole discretion. Note that any act or omission of BigPay in relation to any steps to be taken as set out above does not make BigPay liable to you for any loss or damage arising from the result of your failure to keep your Account secure and notifying us of the same.

 

If you believe that a Transaction was made without your authorization, you must contact us immediately. We will conduct an investigation and may provide refunds of unauthorized Transactions unless:

  • you have acted fraudulently;

  • you have intentionally or negligently compromised the security of your Account or failed to keep the details you use to access the Account secure; or

  • otherwise due to termination by BigPay due to Events of Default or due to suspicious, fraudulent, unusual, irregular or unauthorized activity.

If our investigations result in any special circumstances deviating from the above and affect the outcome of your liability and/or eligibility for a refund, we will notify you. Note that we have no responsibility towards you for any loss caused by unauthorized access prior to you notifying us. A charge may also be applied for any refund request if the unauthorised use, loss, theft or misuse of the Account was caused by your error, carelessness or negligence.

In cases where we have reason to believe that you have acted fraudulently, we may decide not to allow any refund to you, investigate the circumstances further or even forward the matter to the law enforcement authorities, including Bank Negara Malaysia. If an investigation (whether by us or the authorities) results in a finding of fraud by you, we may charge you for costs incurred by us in carrying out such investigation and further deduct these monies from your Account. If you think you have been or might be a victim of fraud, please contact us immediately.

We also regularly monitor the apps distribution platforms and will report fake mobile applications to the app distribution platforms for their further action to prevent such fake mobile applications from being made available for download by users. We also monitor sources identifying fake/phishing websites and will take the necessary action to report the same to the appropriate parties (overseeing or hosting these sites) for the same to be taken down in order to safeguard users from falling prey to scams or fraud sites guising as BigPay’s official website. In any event, users can validate the authenticity of the Mobile App through Apple’s App Store and Google’s Play Store, as the mobile application is signed by the Big Pay account. Notwithstanding, you must only download the Mobile App from either Apple’s App Store or Google’s Play Store. You must not download the Mobile App from any other app sites, websites or app forums as they will probably be fake or phishing sites which we do not authorize or approve to publish the BigPay App.

 

Please further read the Security Alert provided under the ‘Security & Legal’ page on the Mobile App for further awareness on online transaction risks.  

Waiver

Our acceptance of any terms or payments or any waiver by us of our rights or any indulgence granted to you shall not operate to prevent us from enforcing any of our rights hereunder this Agreement nor shall such acceptance operate as consent to the modification of any of the terms of this Agreement in any respect nor shall such waiver of rights affect our other legal rights.

 

The rights and remedies provided in this Agreement are cumulative and not exclusive of any rights or remedies provided by law.

 

 

Assignment

We shall be entitled at any time without your consent to assign the whole or any part of our rights or obligations under this Agreement with or without notice to you. This Agreement and/or Card shall not be assigned by you to any other third party without our written consent.

Successors Bound

This Agreement shall be binding upon and enure to the benefit of our respective successors in title and assigns provided that you may not assign your rights and obligations under this Agreement without our prior written consent.

 

Severability of Provisions

If any of the provisions of this Agreement becomes or is determined to be invalid, illegal or unenforceable in any respect under any law, rule or regulation, the remaining terms of this Agreement shall not be affected, and all other provisions of this Agreement will still be valid and enforceable.

Governing Law and Jurisdiction

This Agreement shall be governed construed in accordance with the laws of Malaysia. You consent and agree to submit to the exclusive jurisdiction of the Courts of Malaysia concerning all matters arising out of or in connection with your use of the Card under this Agreement.

Provision of Further Documents

You undertake to provide or execute such further documents as may be requested by us from time to time (if required).

 

 

Notification of Change in Personal Details

You should always ensure that you provide us with your most updated and current personal particulars and information, including your mailing and correspondence/permanent address, contact number, electronic mail address and other required details in order to ensure that your records with us are kept up to date, complete and accurate. If any information supplied by you changes during the course of your Card account with us, you should notify us immediately to enable us to update your information in our records.

You shall promptly notify us in writing of any change in your mailing, permanent, correspondence or office address, electronic mail address or contact number. Failure to do so may result in either your Card, information regarding the Card or your PIN being sent to the wrong person or wrong address, or your transactions being declined at point-of-sale (POS). If this happens, we shall not be responsible or held liable for any resulting unauthorized use or misuse of value on your Card.

Any notice given by us shall be deemed given to you if sent by electronic or postal mail to the last known mailing/correspondence address of you, the Cardholder as shown on our records. BigPay shall NOT accept any notification of addresses (business, office, residential or correspondence address) bearing a Post Box (“P.O. Box’) number.

Features and Benefits Renewable

In line with our commitment to upgrade the Card’s services and benefits we may review and revise any of the features and benefits appearing in our Mobile App or Website or listed in any brochures or communication materials printed by us from time to time.

Use of the Mobile App - Terms of Use

In addition to the foregoing terms and conditions, when you use our Mobile App or Website, the Terms of Use governing the Mobile App and the Website (if any) shall apply in addition to and not in substitution for any terms and conditions contained in this Agreement.

Language

In the event of any inconsistencies between this Agreement and its translation in any other language, the English language version of this Agreement shall supersede and prevail over any other language.

Terms of Use Mobile App


PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING THIS MOBILE APPLICATION (“MOBILE APP”).

 

This Mobile App is owned by BigPay Malaysia Sdn Bhd (“BigPay”). By using this Mobile App you are deemed to have read and accepted these Terms of Use. Please refrain from using this Mobile App if you do not agree to all or any of these terms and conditions. BigPay shall not be liable for payment of any costs or expenses incurred as a result of downloading and using this Mobile App, including any operator network and roaming charges.

 

1. Content

(a) The contents of our Mobile App are intended for your personal non-commercial use only. Graphics and images on this Mobile App are protected by copyright and may not be reproduced, translated or appropriated in any manner without our written permission. Modification of any of the materials or use of the materials for any other purpose will be a violation of BigPay’s copyright and other intellectual property rights and the copyright and intellectual property rights of the respective owners.

(b) If you download any software from the Mobile App, the software, including any files, images incorporated in or generated by the software, and data accompanying the software (collectively, the “Software”) are licensed to you by BigPay. BigPay does not transfer title to the Software to you. You own the medium on which the Software is recorded, but BigPay retains full and complete title to the Software, and all intellectual property rights therein. You may not redistribute, sell, decompile, reverse-engineer, disassemble or otherwise deal with the Software nor extract the source code of the Mobile App.

 

2. Use of Mobile Application

(a) You agree to use this Mobile App in accordance with these terms and conditions and for lawful and proper purposes. You agree to be responsible for all matters arising from your use of this Mobile App. Further, you agree not to use this Mobile App in any manner which breaches any applicable law or regulations or causes or which may cause an infringement of any third party rights, not to post, transmit or disseminate any information on or via this Mobile App which may be harmful, obscene, defamatory or illegal or create liability on BigPay’s part, not to interfere or attempt to interfere with the operation or functionality of this Mobile App and not to obtain or attempt to obtain unauthorized access, via whatever means, to any of BigPay’s systems. (b) If BigPay (in its sole discretion) believes that you are in breach, or will be in breach, of any of these terms and conditions, BigPayreserves its right to deny you access to this Mobile App without giving you a reason and/or without further reference to you.

 

3. Other Sites

Our Mobile App provides links to other sites and vice versa merely for your convenience and information. We shall neither be responsible for the content and availability of such other applications that may be operated and controlled by third parties and by our various branch offices worldwide, nor for the information, products or services contained on or accessible through those mobile applications. Your access and use of such mobile applications remain solely at your own risk. BigPay will not be liable for any direct, indirect, consequential losses and/or damages of whatsoever kind arising out of your access to such applications.

 

4. No Warranties

We provide no warranty, whether expressly or implied, of any kind including but not limited to any implied warranties or implied terms of satisfactory quality, fitness for a particular purpose or noninfringement. All such implied terms and warranties are hereby excluded.

 

5. Disclaimer

BigPay does not warrant that the functions contained in the materials will be uninterrupted or error free, that defects will be corrected or that this Mobile App or this server that makes it available is free of any virus or other harmful elements. BigPay does not warrant or make any representations regarding the correctness, accuracy, reliability or otherwise of the materials in this Mobile App or the results of their use.

 

6. Liability

(a) By using our Mobile App you agree that we will not be liable under any circumstances, including negligence, for any direct, indirect or consequential loss arising from your use of the information and material contained in our Mobile App or from your access to any of the linked sites. We are also not liable nor responsible for any material provided by third parties with their own respective copyright and shall not under any circumstances, be liable for any loss, damages or injury arising from these materials.

(b) Any BigPay publication may include technical inaccuracies or typographical errors. Changes may be made to these publications from time to time and incorporated in new editions of these publications. At any time without notice, these publications are subject to improvements and changes in service by BigPay.

(c) The information contained in this Mobile App is for informational purposes only and is provided to you on an “as-is” basis. We do not guarantee the accuracy, timeliness, reliability, authenticity of completeness of any of the information contained on this Mobile App. We are not liable for any information or services which may appear on any linked mobile applications.

 

7. Changes and Modifications

(a) We reserve the right at our absolute discretion and without liability to change, modify, alter, adapt, add or remove any of the terms and conditions contained herein and/or change, suspend or discontinue any aspect of this Mobile App.

(b) We are not required to give you any advanced notice prior to incorporation of any of the above changes and/or modifications into this Mobile App.

 

8. Suggestions, Comments and Feedback

Any communication you send to our Mobile App or otherwise to us by electronic mail shall be treated as non-confidential. Your comments, suggestions, questions, feedback and the like regarding the content and/or our services in general, including any ideas, inventions, concepts, techniques or know-how disclosed therein may be used by us for any purpose, including the developing, manufacturing and/or marketing of goods and/or services, and in such circumstances you are not entitled to any reward or compensation of whatever nature from us. FOR THIS PURPOSE, WE RESERVE THE RIGHT whenever necessary to disclose your personal information without your consent to our affiliates, authorised agents, government/security agencies or the providers of similar services, in whatever country they may be located as set forth in our Privacy Policy.

 

9. Exclusions

The exclusions and limitations described herein shall apply only to the extent permitted by law, without prejudice to our rights to seek legal redress in accordance with the applicable laws.

 

10. Applicable Law and Jurisdiction

These Terms of Use and this Mobile App’s content shall be governed and construed in accordance with Malaysian laws, and the courts of Malaysia shall have exclusive jurisdiction to adjudicate any dispute which may arise in relation thereto.

 

11. Data Protection

Please also see BigPay’s Privacy Policy regarding information you provide to BigPay when you register for, download and/or use this Mobile App.

 

12. Conflict Between English Text and Other Translation

If there is any conflict or discrepancy between the English text of these Terms of Use and any translation thereof, the English text shall prevail and supersede any other translation or any other version in any other language.

Product Disclosure Sheet


PRODUCT DISCLOSURE SHEET

KINDLY READ THIS PRODUCT DISCLOSURE SHEET BEFORE YOU DECIDE TO TAKE UP ANY BIGPAY MALAYSIA SDN BHD (“BIGPAY”) PREPAID CARD. PLEASE MAKE SURE YOU ALSO READ THE TERMS AND CONDITIONS OF THE BIGPAY CARD BEFORE YOU TAKE UP THE PRODUCT AS THE TERMS AND CONDITIONS WILL BE BINDING ON YOU.

BigPay Malaysia Sdn Bhd

BIG Pay Card

16th August 2022

1. What is this product about?

The BigPay Card (“Card”) is an electronic money (“e-money”) designated payment instrument in the form of a prepaid card that you, the Cardholder, can top-up with funds. The Card comes together with a companion mobile application (“BigPay App”) which allows you to monitor all your transactions, track your spending, top up and manage your Card and account (including blocking your Card), allows you to check the balance on your Card and send funds to other BigPay users.

2. What are the features of this card?

• Wallet limit: RM10,000* (“Card Limit”) as approved by us for you

• Accepted by millions of MasterCard merchants worldwide (point of sale and e-commerce)

• Cash withdrawal at over 2 million MasterCard accepted ATMs

• Exclusive access to AirAsia sales

• Zero processing fee for flight bookings made via www.airasia.com

• No interest and no late charges

• Fund exposure is limited to the amount of funds pre-loaded into the Card

   * you must upload your documents via the BigPay App (including but not limited to, personal identification documents and any other documents that we may request from time to time)

3. What are the fees and charges I have to pay?

 

CARD FEES & OTHER CHARGES*

 

Joining Fee

None

Annual Fee

Waived unconditionally

Account Service Fee

RM2.50 per month for inactive account where there is no card transaction in a particular month

Waived until further notice

ATM Withdrawal Fee

Local: RM6.00 per transaction

Overseas: RM10.00 per transaction or 2% of withdrawal amount, whichever is higher

(NOTE: For overseas, only RM10.00 will be charged until further notice)

Currency Conversion Fee

(Applied when the purchase is effected in currencies other than Malaysian Ringgit)

1% + network charges

(NOTE: Only charges by the network will be applied until further notice)

Cross-Border Transaction Fee

(Applied when the purchase is through merchant acquired outside of Malaysia but charged in Malaysian Ringgit)

Waived until further notice

Replacement Card Fee

(Only applicable for Card replacement request made by Cardmember. Not applicable if due to defect of Chip or Card)

RM20.00 per Card

Cash Top-up Fee

RM1 + 2% of the reload value with the following caps:

  • i. RM2 per transaction for reload amount up to RM100; and

  • ii. RM5 per transaction for reload amount above RM100

Card Cancellation Fee

Free

Card to Card transfer fees

Free

Sales Draft Retrieval Fee

RM15.00

Reload/Top-up Charges (Reload charges are levied by our respective partners)

IN APPLICATION:

1. CREDIT CARDS – Rate levied by respective bank partners

2. DEBIT CARDS – Rate levied by respective bank partners

*Note: All Fees and Charges are subject to 0% GST Charge effective 1st June 2018 onwards.

4. What are the key terms of this product/ What are my obligations**?

• To apply, you must download the BigPay App (available on Apple iOS and Android) and apply for the Card via the App

• You must be a Malaysian citizen, permanent resident or a foreigner legitimately residing or gainfully employed (pursuant to a working visa in Malaysia) and with a valid mailing address in Malaysia. You should be 18 years of age and above

• No income document is required to apply but you must provide personal identification documents and any other documents and/or information that may be required by BigPay from time to time

• Minimum top up amount (during registration) is RM20

• You must protect your Personal Identification Number (PIN), OTP or passcode and must not disclose the same to third parties

• You must ensure your Card has sufficient funds (i.e. available balance) before conducting any transactions

• Your top-up and Card usage is limited to the maximum Card Limit. You cannot top-up your Card in excess of the maximum Card Limit

• You may opt for the Auto Top-up feature to automatically top up your Card

• You must not use your Card to purchase illegal goods or services or use it for any unlawful and/or fraudulent activities

•  You must only use your Card strictly in accordance with the terms and conditions governing the Card

•  We reserve the right to charge fees that may be applicable to your Card account which may have been in dormant status for a lengthy period of time

• Your Card is non-transferable and can only be used by you as the Cardholder

• If you fail to comply with any of the Terms and Conditions (Cardholder Agreement), we shall be entitled to block, suspend, revoke and/or terminate your Card

• We may also, at our sole and absolute discretion, limit, block, suspend, revoke or terminate (without refunding any balance) your Card or your use of the Card if we detect any unusual, irregular, suspicious, fraudulent, or unauthorized activity or transactions on your Card and/or account; or if we suspect misuse of your Card and/or account

 

**Important: Please read the product Terms and Conditions (Cardholder Agreement) for the full terms and conditions governing the use of the Card including your obligations before you apply for the Card

5. What are the major risks?

If your Card is lost or stolen or you suspect that you have been the victim of unauthorized transactions, you must block your Card immediately by either:

• Logging into the BigPay App and selecting the “freeze” function; or

• Calling us at 1300 13 3388 (local) or +603 7662 9200 (overseas)

6. What are my obligations or the applicable terms and conditions if I use the Auto Top-Up feature?

If you intend to use or have subscribed to the Auto Top-up function,, you confirm, consent and irrevocably authorize us: (i) to add, save or link your payment sources (including but not limited to credit card, debit card or online banking or funding sources) in order to top-up your Card via the Auto-Top-up feature in the App; (ii) to retain, record and use the relevant data of your payment sources for the Auto Top-up function; and (iii) to automatically charge and debit your payment sources for the preset reload amount whenever the Auto Top-up function is utilized and/or activated.

7. Who is liable for unauthorized transactions due to loss or theft?

You shall be liable for such unauthorized transactions until we receive written notification of the same. We may, however, limit your liability to RM250 provided you have not acted fraudulently and have sufficient evidence to prove so. Do note that we will not be responsible or liable for any such transactions occurring 24 hours prior to your report to us.

8. Where can I get further information on the Card?

If you have any queries, please contact us via the “Help” section of the BigPay App or our Customer Care Team at 1300 13 3388 (Malaysia) or +603 7662 9200 (overseas) between 8am and 6pm, Mondays to Fridays.

 

The information provided in this PDS is valid as at December 2020.

Referral Terms & Conditions


TERMS AND CONDITIONS – REFERRAL PROGRAMME

 

The referral programme (“Referral Programme” or “Campaign”) is organised by BigPay Malaysia Sdn Bhd
(“BigPay”)


1. Every BigPay cardholder whose BigPay Prepaid Visa or Mastercard (“BigPay Card”) account is in
active and valid status only will be assigned a unique code (“Referral Code”). BigPay cardholders with the
unique code are called “Referrers”. The Referral Code does not have any monetary value and cannot be
exchanged for monetary value on its own.


2. BigPay cardholders (Referrers) are able to share their Referral Codes with others.


3. BigPay cardholders can share their Referral Code using social media channels as determined by
BigPay from time to time. BigPay cardholders can only share their Referral Code in the copy or manner
that is provided by BigPay. BigPay cardholders cannot modify the copy provided by BigPay for sharing of
the Referral Code. If any BigPay cardholder modifies or misuses the code, BigPay reserves the right to
ban that BigPay cardholder from the Referral Programme including suspending or cancelling his/her
BigPay card account due to unauthorized activities.


4. Both Referrers and customers who redeem and use the Referral Code (i.e. “Referees”) will be entitled
to a reward (“Referral Reward” or “Reward”).


5. In order for Referees to be eligible and qualify for the Referral Reward, Referee’s must:


Step 1: download the BigPay Mobile App and apply for the BigPay Card;
Step 2: redeem the Referral Code by keying it in during the application process for the BigPay Card
on the BigPay Mobile App in order for the Referral Code to be valid;
Step 3: perform an initial top-up and activate their BigPay Card in the BigPay Mobile App once they
receive the physical or the virtual Card.


6. If Referees forget to key in the Referral Code during the application and registration process for the
BigPay Card, they will not be able to key-in the Referral Code thereafter de facto and will NOT be entitled
to the Referral Reward.


7. Referees who only apply for the BigPay Card but do not complete the entire registration, activation and top-up process (even though they have keyed in the Referral Code during the registration process) will NOT be entitled to the Referral Reward.


8. Referees who have been deemed ineligible or declined for the BigPay Card or who do not comply or
fail the customer due diligence mandated and required by BigPay will NOT be entitled to receive the
Referral Reward (even if they have keyed in the Referral Code during the registration process)
9. Only Referees who have successfully completed Step 1, Step 2, and Step 3 will be entitled to receive
the Referral Reward.


10. Once Referees have successfully completed Step 1, Step 2, and Step 3 , the Referrers (whose
Referral Codes were redeemed and used by the Referees) will also receive the Referral Reward.


11. The type of Reward (and/or quantum of the same) awarded to Referrers and Referees including the
manner in which such Reward is given as well as the mechanics of the Referral Programme, may be
revised by BigPay from time to time at its sole and absolute discretion and all such decisions by BigPay
shall be deemed final and conclusive and BigPay will not entertain any complaint or dissatisfaction in
relation thereto.


12. BigPay Cardholders whose card accounts are blocked, suspended and/or cancelled or suspected for
fraudulent or suspicious activities cannot share the Referral Code nor receive the Reward via redemption
by the Referees of the Referral Code.


13. BigPay reserves the absolute right to impose referral limits and/or change any conditions applicable to the Referral Programme from time to time without prior notice.


14. The Referral Programme will commence and continue until BigPay decides to cease it.


15. BigPay reserves its absolute right to cancel, terminate or suspend the Referral Programme without
reason and/or any prior notice. For the avoidance of doubt, cancellation, termination or suspension of the Referral Programme by BigPay shall not entitle any customer or BigPay Cardholder (including Referrers and Referees) to any claim against or demand compensation from BigPay for any losses, damages, costs or expenses suffered or incurred as a direct or indirect result of the act of cancellation, termination or suspension of the Programme.


16. By entering or taking part in the Referral Programme, BigPay Cardholders and customers (including
Referrers and Referees) are deemed to have accepted and agreed to these Terms and Conditions (and
any additional terms and conditions stipulated by BigPay from time to time) which shall be legally binding. These Terms and Conditions shall prevail over any inconsistent terms, conditions, provisions or
representations contained in any other promotional or advertising materials for the Programme. BigPay
reserves the absolute right to vary, delete or incorporate any additions to these Terms and Conditions
(wholly or in part) from time to time without any prior notice.


17. BigPay’s decisions in relation to all aspects of the Referral Programme is final, binding and conclusive
under all circumstances and no complaint or dissatisfaction from BigPay Cardholders and any customers
(including Referrers and Referees) will be entertained.


18. BigPay shall bear no responsibility for any damage, loss (including but not limited to direct, indirect
and consequential loss), liability, injury or disappointment incurred or suffered by any party in connection with this Programme.

Fees & Charges


CARD FEES & OTHER CHARGES*

 

Joining Fee

None

Annual Fee

Waived unconditionally

Account Service Fee

RM2.50 per month for inactive account where there is no card transaction in a particular month

Waived until further notice

ATM Withdrawal Fee

Local: RM6.00 per transaction

Overseas: RM10.00 per transaction or 2% of withdrawal amount, whichever is higher

(NOTE: For overseas, only RM10.00 will be charged until further notice)

Currency Conversion Fee

(Applied when the purchase is effected in currencies other than Malaysian Ringgit)

Up to 1% + network charges

Cross-Border Transaction Fee

(Applied when the purchase is through merchant acquired outside of Malaysia but charged in Malaysian Ringgit)

Waived until further notice

Replacement Card Fee

(Only applicable for Card replacement request made by Cardmember. Not applicable if due to defect of Chip or Card)

RM20.00 per Card

Card Cancellation Fee

Free

Card to Card transfer fees

Free

Sales Draft Retrieval Fee

RM15.00

Reload Fee

 

Cash Top-up Fee

RM1 + 2% of the reload value with the following caps:

  • i. RM2 per transaction for reload amount up to RM100; and

  • ii. RM5 per transaction for reload amount above RM100

Credit Card Convenience Fee

Up to equivalent of 1% per transaction for processing top-ups above RM1,000/month 

Remittance Fees (Non-promotional rates)

Malaysia - Total fees RM0.50

Indonesia - Total fees RM4.50

Singapore - Total fees RM4.50

India - Total fees RM3.50

Nepal - Total fees RM6.00

Bangladesh - Total fees RM6.00

The Philippines - Total fees RM6.00

Vietnam - Total fees RM8.00

Thailand - Total fees RM10.00

Australia - Total fees RM13.00

China - Total fees RM22.00

UK - Total fees RM0.00 (waived until further notice)

Waived until further notice

EU - Total fees RM0.00 (waived until further notice

Waived until further notice

*Note: All Fees and Charges are subject to 0% GST Charge effective 1st June 2018 onwards.

Fair Usage Policy


We're committed to saving you money and making financial services fair for everyone. In order to do that, we are implementing a limit on costly services that hold us back from doing just that, and we have a lot more we want to do for you.

 

 

CREDIT CARD TOP-UPS

Monthly allowance on credit card top ups is RM10,000 (effective July, 2022).

You can continue to do unlimited top ups from debit cards or online banking.

Privacy Policy


1. GENERAL

1.1 This Privacy Policy (“Privacy Policy”) is issued by BigPay Malaysia Sdn Bhd (“BigPay”) with respect to the provision of financial services and/or products (including but not limited to prepaid products, remittance services and/or other financial services and products) by BigPay (collectively referred to as “we”, “our” and “us”).

 

1.2 This Privacy Policy describes how and when we collect your personal information, what that information may be used for, who uses it, when it may be disclosed to other parties, how you can access your details and seek correction of your details, the control of your own personal information and how you can contact us.

 

1.3 By using our mobile application (“Mobile App”), visiting our website at www.bigpayme.com,  applying for, registering and/or subscribing for any of our products and/or services, you are deemed to have read and agreed to be bound by this Privacy Policy.

2. NOTICE

2.1 This Privacy Policy serves as a notice pursuant to the Malaysian Personal Data Protection Act 2010.

 

2.2 We may modify, vary or update this Privacy Policy from time to time to reflect any changes to our privacy practices. We will notify you of these changes to our Privacy Policy on our mobile application (“Mobile App”) or on our website at (“Website”). In any case, an updated version of this Privacy Policy is always available on Mobile App or our Website at all times. Please check our Mobile App or Website regularly for updates to our Privacy Policy.

3. INFORMATION COLLECTION AND USE

3.1 We may collect and hold personal information/data (“Personal Information”) about you or someone else whom you have provided us with information of (“Third Party”), that is, information that can identify you or such Third Party, including without limitation, full name, date of birth, gender, nationality, email address, residential address, postal address, mobile number, other contact details, identification details (including but not limited to NRIC or passport), payment details, financial details (including source of funds) and other information that is relevant to enable us to provide you with the services you and/or the Third Party are, or someone else you know is, seeking, which we receive from you through our Mobile App, Website, customer service centre, social media sites, walk-in or other contact or distribution channels. You represent and warrant that you have obtained the consent of such Third Party or are otherwise entitled to provide us with their Personal Information and to view or change their information. You agree to indemnify us in the event we suffer any loss or damage as a result of your failure to comply with the same. The list of Personal Information stated above is not exhaustive and may include other personal information depending on the nature of the services or transactions.

 

3.2 You are responsible for ensuring that the Personal Information you provide us is accurate, complete and not misleading and that such Personal Information is kept up to date.

 

3.3 We may collect Personal Information in one or more of the following circumstances or for one or more of the following purposes (collectively referred to as “Purposes”) and you hereby consent to the processing by us of your Personal Information in accordance with the Purposes as set forth below:
 

a) to provide you with products and/or services which you have subscribed for and to notify you about important changes or developments to the said products and/or services;

b) to facilitate your registration and/or application for the BigPay card and any features and services in respect thereto including but not limited to remittance services;

c) to conduct credit checks on you and where applicable with registered credit reporting agencies under the Credit Reporting Agencies (CRA) Act 2010 (including but not limited to CTOS) at any time for as long as you have a relationship or account with us or where any dues remain unpaid and outstanding with you, for any one or more of the following purposes:

  • applying for products and/or services;

  • registration and/or opening of account;

  • credit / account evaluation;

  • credit/account monitoring and review;

  • debt recovery; or

  • legal documentation consequent to a contract or facility granted to you; and

  • any other arrangements in respect of the above or where required in respect of the products and/or services provided to you.

d) to enable the sharing, transfer, retrieval, updating and processing of your personal information and data as well as creation of member profile and user accounts between our related companies, affiliates, parent (including but not limited to, our ultimate shareholder), subsidiaries, respective group companies (including sister companies) and associates in order to provide you the products and/or the services and the features, benefits and privileges in relation thereto;

 

e) to enable the sharing, disclosure, transfer, retrieval, updating and/or processing of Personal Information with our contractors, vendors, service providers, partner networks, licensees, advisors, consultants, agents, merchants,  strategic partners, payment network operators, card schemes and payment networks (including but not limited to MasterCard and Visa) and registered credit reporting agencies (including but not limited to CTOS), whether located within or outside Malaysia, in order to provide you the products and/or services and the features, benefits and privileges in relation thereto;

 

f) to enable the processing of your personal information to administer and enable the continuous operation of your account and the provision of the services, features, functionalities and/or privileges in relation to the products and/or services provided  to you;.

 

g)to send you information on our products and services, and special promotional offers, newsletters or customer survey forms and questionnaires;

h)to provide you with information on any programs (e.g. loyalty programs where applicable ) or transactions you have undertaken;

i) to process your payment transactions and for other operational and administrative purposes, including without limitation, sending you notifications, and managing your account,

j) updating and managing the accuracy of our records,  for the prevention, detection or prosecution of crime, and complying with legal and regulatory obligations and/or where instructed by any regulatory, governmental authority, law enforcement agencies or pursuant to a court order;

k) for purposes of assessment and analysis behaviour scoring, market, product and trend analysis and market research (if any);

 

l) to conduct internal activities, administrative, operational, marketing, planning, product, technology  or service development, troubleshooting and/or research requirements;

 

m) to administer your participation in contests or campaigns that we may run from time to time;

 

n) to provide you with information on products and services of BigPay and our related companies affiliates, parent (including ultimate shareholder) subsidiaries and associates where applicable;

 

o) to provide you with information on products and services of our business partners where applicable;

 

p) cross selling, marketing and promotions including administering offers and competitions;

 

q) communications, customer service and ensuring customer satisfaction, which may include conducting surveys to improve the quality of our products and services, responding to inquiries and complaints and to generally resolve disputes or to enforce our terms and conditions, including the terms and conditions relating to the products and/or services;

 

r) maintaining your account history for present and future reference (as and where required);

 

s) enabling an actual or proposed assignee of BigPay, or participant or sub-participant of BigPay to evaluate your information, account, transactions which are intended to be the subject of the assignment, participation or sub-participation (if any);

 

t) protecting BigPay’s interests and for other ancillary or related purposes;

 

u)for such other purposes as set out in any other terms and conditions (including product terms and conditions) and campaign terms and conditions (if applicable); and

 

v) for any purpose made known to you at the time of collection of your personal information.


3.4 At any time you may opt-out of receiving marketing communications from us by contacting us (see the CONTACT US section below) and we will remove your name from our mailing list.

 

3.5 We use general, aggregated information to generate statistics and measure site activity to improve the usefulness of customer visits. Such information does not include Personal Information.

 

3.6 We may disclose any information on the  conduct of your account(s), to any business entity/ies for bona fide credit assessment and/or checking at any time. You understand and agree that such information will be provided to registered credit reporting agencies (including but not limited to CTOS), who may in turn share such information to subscribers of their services.

 

3.7 Please take note that if required for the foregoing Purposes, your Personal Information may be transferred to locations outside Malaysia.

 

3.8 We may disclose your Personal Information to:

a)  our parent, ultimate shareholder, respective group companies, related companies, sister companies, affiliates, subsidiaries, associates, contractors, vendors, service providers (including partner networks), licensees, advisors, consultants, agents, merchants, strategic partners, third party contractors, whether located within or outside Malaysia for the Purpose;

 

b) payment network operators, card schemes (including but not limited to MasterCard and Visa), governmental agencies, regulatory authorities (including but not limited to Bank Negara Malaysia), law enforcement authorities, enforcement agencies, registered credit reporting agencies (including but not limited to CTOS), whether located within or outside Malaysia for the Purpose; and

 

c)  any other parties as stated in section 3.3 above.

 

Your Personal Information may also be disclosed to other third parties with whom we have commercial relationships, for marketing, advertising and related purposes, unless you have indicated that you do not wish for us to disclose your Personal Information to such third parties for marketing and advertising purposes.

 

3.9 Please note that it is necessary for BigPay to process your personal information for the Purpose, and without which BigPay will not be able to provide the BigPay card or any product and/or service that you have requested from BigPay or to perform and/or carry out any of the abovementioned Purposes. If you fail or decline to provide us with Personal Information stated in paragraph 3.1 above, we may not be able to perform and/or carry out any of the Purposes and may need to terminate any product and/or service provided to you. In some circumstances, you may have provided personal and financial information relating to others (e.g. joint-applicant, spouse, related parties and/or emergency contact persons) for the Purpose. In such cases, you represent and warrant that you had or have their consent or are otherwise entitled to provide their information to BigPay.

 

4. MARKETING AND PROMOTIONAL COMMUNICATIONS

4.1 We may use the Personal Information provided to send you information on products and services, and special or promotional offers, newsletters or customer survey forms and questionnaires unless you have indicated that you do not wish to receive such materials.

4.2 You may opt out of receiving any communications from us at any time by contacting us with your request (see the CONTACT US section below).

​​

5. SECURITY OF YOUR PERSONAL INFORMATION

5.1 We will take reasonable steps to protect any Personal Information we receive from you via our Mobile App or Website from misuse and loss and from unauthorised access, modification or disclosure. We may hold your information in either electronic or hard copy form or retain third parties to hold that information on our behalf. Where required by applicable laws, Personal Information will be destroyed or de-identified when no longer needed.

5.2 By providing us with Personal Information or using our services on our Mobile App or Website, you consent to the transfer, storage and processing of Personal Information to where our (or our contractors, vendors and/or service providers) servers, data centres, database(s) and/or system facilities are located and/or operated, which may be outside your country of domicile or the location where you access our Mobile App or Website to provide Personal Information, and which may include, among others, Malaysia, Singapore, India, the United States, the United Kingdom and the European Union.

5.3 However as the Website and Mobile App is linked to the internet, and the internet is inherently insecure, we cannot provide any assurance regarding the security of transmission of information you communicate to us and you do so at your own risk.

 

6. LINKS TO OTHER APPLICATIONS AND WEBSITES

6.1 Our Mobile App and Website may contain links to websites or applications operated by third parties (“Third Party Applications or Websites”). We are not responsible for the privacy practices or the content of Third Party Applications or Websites. Third Party Applications and Websites are responsible for informing you about their own privacy practices.​

7. ACCESS AND CORRECTION

7.1 You may request access to any Personal Information we hold about you or any Third Party whose Personal Information you had provided at any time by contacting us (see the CONTACT US section below). Where we hold information that you are entitled to access, we will endeavour to provide you with suitable means of accessing it (e.g. by emailing or mailing it to you).

7.2 If you believe that Personal Information we hold about you is incorrect, incomplete or inaccurate, then you may request to amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment then we will add a note to the Personal Information stating that you disagree with it. You may also, at any time hereafter, request, in writing, to limit the processing of your Personal Information (including personal data of others provided by you).

7.3 You may at any time  make written inquiries and, upon payment of a prescribed fee, request, in writing, for access to, or correction of, your Personal Information or limit the processing thereof (including personal data of others provided by you) . In accordance with the Malaysian Personal Data Protection Act 2010, and to the extent not limited by any other applicable law (if applicable), we may:
(1) charge a fee for processing your request for access or correction to the Personal Information; and
(2) refuse to comply with your request for correction to the Personal Information and give you a reason for our refusal.

8. COOKIES

8.1 We may use cookies in our Website or Mobile App to:-

(1) maintain your session and required details during the application, subscription, registration process and during transactions (session cookie);

(2) collect online usage data for statistical/analytics purposes (analytics cookie); and

(3) direct you to the correct landing page based on your geo-location (geo-targeting cookie).

 

8.2 You may instruct your browser, by changing its setting, to stop accepting cookies or to prompt you before accepting a cookie from the websites that you visit. Our Website or Mobile App may  not function properly if the cookie setting is disabled.

9. CONTACT US

9.1 If you have any questions about our Privacy Policy, or any concerns or a complaint regarding the treatment of your privacy by us pursuant to the Malaysian Personal Data Protection Act 2010, please contact us via registered mail or email (which must be sent from your email address that you registered with us) at:-

Personal Data Protection c/o Legal Division
BigPay Malaysia Sdn Bhd
Unit 19-02-02, Level 2
Wisma Tune Lorong Dungun, 50490 Kuala Lumpur
Email: pdpa.admin@bigpayme.com

 

 

10. MISCELLANOUS

10.1 In the event of any inconsistency between the English version and other language versions of this Privacy Policy, the terms of this English version shall prevail.

Security Alert


INTRODUCTION

BigPay Malaysia Sdn Bhd (“BigPay”, “we” or “us”) is committed to ensuring that all transactions performed online is secure, safe and confidential. We have made it a point to reinforce our systems with safeguards to preserve a secure environment for you to carry out your transactions and now wish to provide you with safety precautions that are practical, effective and in certain instances obligatory for online and overseas usage of your card.

We treat the security of your account with utmost priority and to this end, we use a variety of security measures to make sure that your account is secure. However, it is your responsibility to ensure that your account is kept safe from unauthorized access and attempts to use it for fraudulent purposes at all times. You must ensure that you do not share access of your account with any person other than yourself and keep your login details safe. It is your responsibility to keep your account secure and be responsible for transactions carried out using your account. You should never conduct any transactions on behalf of any third parties or allow any other individual to conduct a transaction on your behalf. You should never use the BigPay App or submit any transactions on a ‘jailbroken’, ‘rooted’ or otherwise modified device. In addition, you must only download or use the BigPay App on mobile devices installed with the latest and most secured operating system(s) available for the mobile device.  If you find or suspect any unauthorized use of your account or any other security breach, you must notify us immediately using any of the contact methods provided so that we can take all the necessary steps to prevent further unauthorized use.

 

We also regularly monitor the apps distribution platforms and will report fake mobile applications to the app distribution platforms for their further action to prevent such fake mobile applications from being made available for download by users. We also monitor sources identifying fake/phishing websites and will take the necessary action to report the same to the appropriate parties (overseeing or hosting these sites) for the same to be taken down in order to safeguard users from falling prey to scams or fraud sites guising as BigPay’s official website.

 

In any event, you can always validate the authenticity of BigPay’s mobile app through Apple’s App Store and Google’s Play Store, as the mobile application is signed by the BigPay developer account. Notwithstanding, you must only download the BigPay app from either Apple’s App Store or Google’s Play Store. You must not download the BigPay app from any other app sites, websites or app forums as they will most probably be fake or phishing sites which we do not authorize or approve to publish the BigPay app.

PROTECT YOURSELF

In addition to our security measures you also play an important role in safeguarding your transactions made through your computer and mobile devices. We recommend that you do the things as listed below:-

1. Install anti-virus and anti-malware
Protect your devices from virus and malware by installing anti-virus and anti-malware software. To maximise your protection, update them regularly to make sure you always have the latest virus definition.

2. Avoid rooting or jailbreaking your mobile devices
It is not advisable to use a rooted or jailbroken device as they are more vulnerable to fraudulent attacks. A rooted or jailbroken device has minimal security, making it easier for a fraudster to gain access to your personal details and other information stored or transmitted through your device.

3. Install a personal firewall
Firewall software and/or hardware helps provide a protective shield between your computer/mobile devices and the Internet. This barrier can help prevent unauthorised people gaining access to your computer/mobile devices, reading information from it or placing viruses on it while you are connected to the Internet.

4. Install anti-spyware software
Spyware is a general term for hidden programs on your computer/mobile devices that track what you are doing on your computer/mobile devices. Spyware is often bundled together with file sharing, email virus checking or browser accelerator programs, and is installed on your computer/mobile devices without your knowledge to intercept information about you and your computer/mobile devices. The type of information gathered can include personal Internet usage, and in some instances, confidential data such as passwords. You can download and run a specialist program designed to help identify and remove threats from spyware. Like an anti-virus program, it also needs to be regularly updated in order to recognise the latest threats.

5. Keep your browser and operating system up-to-date
From time to time security weaknesses or bugs are found in browsers and operating systems. Usually 'Service Packs' are issued by the software company to make sure these are fixed as quickly as possible. You should make regular checks on your software vendor's website and apply any new security patches as soon as possible to ensure you have the most updated security features available.

6. Avoid running programs or opening email attachments from any source you do not know or trust
You should not install software or download any files from websites (e.g. programmes, games, and screensavers) that you aren't completely sure about. We also recommend that you scan all email attachments for viruses and avoid opening any from people or organisations that you do not know or trust. However, some viruses may forward infected emails to everyone in an address book, therefore you can also get an infected attachment from someone you know. If you are not sure what is in the attachment, do not open it.

7. Be cautious when using public or shared computers/networks
If you access your accounts using a computer in a cyber café, a library or your workplace, try to ensure the computer has the latest antivirus, firewall, antispyware and browser software installed. Although Wi-Fi is a convenient way for you to access the Internet, it is not advisable and we caution you against accessing your account via public Wi-Fi connection especially in public places like airports, hotels or shopping malls.

8. Be proactive
You should regularly be kept informed of your accounts by checking all transaction alerts in a timely manner and to check account balances on a regular basis to detect any unauthorised transaction, error or discrepancy and to report the same to BigPay in the event any unauthorised transaction, error or discrepancy is detected.

TYPES OF THREAT

Protect yourself from becoming a victim of online fraud. Listed here are the four major types of threat: -

1. Computer Viruses
Computer viruses are malicious software which are also known as malware that infect computer devices and perform harmful activities. It can be viruses, Trojans and spyware to “PC Optimization” programs that harm your devices, interfering with the system's operations, corrupting data, logging user's keystrokes and stealing private information.

2. Phishing Scam
“Phishing” is a type of identity theft where criminals blast emails to mass audience purportedly from BigPay  in their malicious attempt to bait user into fake websites. It usually comes with a link that the user can click on which will direct the unsuspecting victim to a fake website and the user will be asked to disclose confidential or financial information, passwords, and credit card numbers along with highly confidential information. More often than not, the emails may imply a sense of urgency or serious consequences should the user did not respond to it. For example, it could be worded in such a manner that if no action is taken, the account will be suspended.

3. Phone Scam
This comes in the form of the phony disguises as a BigPay staff, Bank Negara Malaysia or someone you can trust who calls you. The victim is usually informed of some irregularities with the account in question and action needed to be taken immediately. Usually the user will be “alerted” of “missing money” or that the user's account has been compromised by possible scams by the phony. To rectify user’s losses or to prevent the “scams”, the phony will instruct the user to perform a online transaction to a third-party account.

4. SMS Scam
These are fraudulent SMS sent to user victims informing them that they have won a cash prize or requiring them to call a given number to confirm on a transaction involving the user's credit card or account information. To claim the prize, the victim is told to transfer a certain amount of money to a third party account or open an internet banking account at the ATM. The victim is tricked into divulging the registered User ID and Password to the fraudster. Having done as instructed, the victim has unknowingly given the fraudster access to their banking account. 
 

What should you do?

  • Do not click on adware or suspicious URL sent through SMS/Messaging services.

  • Do not use public Wi-Fi networks that are suspicious for online transactions.

  • Do not save your login details on a public computer.

  • Do not respond to suspicious emails or SMS content from suspicious links or unsolicited senders seeking personal or confidential information.

  • Do not respond to a request seeking for you to validate or verify your personal and confidential information.

  • Do not respond to any SMS or call from an unknown person asking details of any transaction.

  • Do not respond to any call from a person claiming to be from Bank Negara Malaysia. Their officers will never call to ask you about an online transaction.

  • Clear your cache (information stored in your computer or mobile application memory) each time you log out.

  • Change your password frequently. If you think your password has been compromised, contact us to reset your password.

  • Avoid downloading free programs. These may incorporate hacker-friendly software.

  • Install anti-virus or anti-malware software.

  • Refrain from rooting or jailbreaking your mobile devices as this could compromise its security features.

 

Take note that on principle, we would NEVER ask you to validate personal or confidential information via e-mail. If for some reason you have entered sensitive information after clicking on a link or if you suspect that you’ve been a victim of fraud, please contact us immediately.

​CARD FRAUD PREVENTION TIPS

1. Receiving Card

  • ALWAYS check that the card received is under your name and the sealed package is not compromised. Immediately contact BigPay if the card is not yours or if the seal has been tampered with.

  • SIGN on the signature panel at the back of your card immediately, using non-erasable ballpoint pen.

  • REMEMBER to thoroughly destroy your expired / unusable card by cutting it in half across the magnetic stripe and/or chip.

​​2. Managing Card

  • KEEP your card in a secured place and ensure that it is in your possession at all times.

  • DO NOT leave your card unattended even in the privacy of your home / office.

  • TRY not to leave your card in your vehicle when you are at public places to avoid theft or it being switched with another invalid card. However, if this is unavoidable, once returned to your vehicle;

    • Check for any sign of vehicle being broken into and/or;

    • Ensure the card is not missing and/or

    • Ensure the card is yours and does not belong to someone else.

  • TRY to carry your card separately from your wallet / purse.

  • DO NOT carry cards that are not needed.

  • NEVER lend your card or allow others to use your card. (CARDS ARE NOT TRANSFERABLE!)

  • KEEP a record of your card numbers, expiration dates and the contact number / address of each bank in a secure place.

​3. Managing PIN & Personal Details

  • DO memorize your PIN and destroy the slip immediately.

  • Immediately go to the ATM and change your PIN, while ensuring no one is observing.

  • DO NOT create PIN that is sequential, repetitive and obvious (such as date of birth, identity card number, etc.)

  • DO NOT write your PIN on your card, anywhere near it or unsecured places.

  • NEVER disclose your PIN (or username, password, security questions/answers, etc) to others.

  • AVOID using the same PIN for every card.

  • CHANGE your PIN periodically for precaution.

​​

4. Retail Usage

  • ENSURE your card is always within your sight while making a transaction.

  • CHECK all purchase details on sales receipt before signing it. Draw a line through blank space above the total or circle the purchase amount.

  • DO NOT sign a blank receipt.

  • ALWAYS mark void on an incorrect receipt and destroy it before you sign a new one and ENSURE the merchant also voids that specific transaction through the card machine as well.

  • ENSURE that it is your card and not someone else's that is returned to you immediately after the purchase transaction.

  • ALWAYS keep your receipt for future reference.

​​5. Online Usage

  • NEVER provide your card details on website that is unsecured or unreliable.

  • NEVER provide your card details online unless you are making a purchase.

  • AVOID using public computers to make online purchase. If you do, please remember to log off and quit browser after you have finished.

  • AVOID using the same username and password for everything.

  • ALWAYS print or save the confirmation page and receipt of your purchase.

  • PROTECT your card CVV (Card Verification Value) / CVC (Card Verification Code). CVV/CVC is a three-digit security code that is placed on the back of your card. Most online, phone, or mail-order purchases requires you to give this code before the transaction goes through, so make sure to keep it confidential.

  • REGISTER for the 3D-secure service for extra security. (Note: Registration for our 3D-Secure service is COMPULSORY to enable online transactions)

​​6. Managing Statements & Related Documents

  • CHECK your card statement promptly and report immediately on any transactions that you do not recognize or did not authorize.

  • SHRED any document with your card number and details stated on them before discarding.

  • KEEP BigPay updated with your latest contact number and/or email address to allow BigPay to perform verification of unusual or suspicious transactions. Notify BigPay on your change of mailing address too.

  • OPT for paperless statement via email. Besides helping to reduce the use of paper, it ensures hardcopies of your card information do no fall into the hands of the unscrupulous.

​​7. Scams

  • NEVER respond to email, website or phone inquiry is that request you to provide your card details or ask you to go to a website to verify card or personal details. These are called “Phishing ” scams.

  • DO NOT provide your card details over the phone unless you have validated the company or individual you are speaking with.

8. Compromise of account

Where you have notified us, or we reasonably believe that your account has been compromised, we may stop, block or suspend your access to and use of your account and/or any services provided by us. We also have the right to disable or change any user name or password (if possible), whether chosen by you or provided by us to ensure the security of the account, in our sole discretion. Note that any act or omission of BigPay in relation to any steps to be taken as set out above does not make BigPay liable to you for any loss or damage arising from the result of your failure to keep your account secure and notifying us of the same.

 

If you believe that a transaction was made without your authorization, you must contact us immediately. We will conduct an investigation and may provide refunds of unauthorized transactions unless:

  • you have acted fraudulently;

  • you have intentionally or negligently compromised the security of your account or failed to keep the details you use to access the account secure; or

  • where not allowed under the  Cardholder Agreement or the Remittance Terms & Conditions.

 

If our investigations result in any special circumstances deviating from the above and affect the outcome of your liability and/or eligibility for a refund, we will notify you. Note that we have no responsibility towards you for any loss caused by unauthorized access prior to you notifying us. A charge may also be applied for any refund request if the unauthorised use, loss, theft or misuse of the account was caused by your error, carelessness or negligence.

 

In cases where we have reason to believe that you have acted fraudulently, we may decide not to allow any refund to you, investigate the circumstances further or even forward the matter to law enforcement authorities, including Bank Negara Malaysia. If an investigation (whether by us or the authorities) results in a finding of fraud by you, we may charge you for costs incurred by us in carrying out such investigation and further deduct these monies from your account.

 

 

CUSTOMER OBLIGATIONS FOR ONLINE AND OVERSEAS CARD USAGE TO PREVENT UNAUTHORISED TRANSACTIONS

We shall at all times and to the best of our ability, endeavour to ensure that all online and overseas card usage and transactions which are made on the mobile application or website of BigPay are secure. We employ in our authentication process the use of individual security devices and distinct pass codes including but not limited to usernames, PINs and passwords. These will act as a key to access your relevant account.

To ensure the integrity of these pass codes and security devices, you are under an obligation to maintain its confidentiality by not sharing it or making it accessible to any other person and to take all reasonable endeavours to maintain its security which may include, memorising the usernames, PINs and passwords, changing your password regularly and signing of before visiting any other Internet sites.

In the event of a security breach of any pass codes, loss of your security device, loss of your card, the occurrence of any unauthorized transactions that you have become aware of or ay unauthorised transactions having transpired as a result of a lost, stolen or misused security device or pass code, you are under a mandatory obligation to report any of the incidences aforementioned to BigPay as soon as reasonably practicable.

When performing online transaction(s) you should ensure the trustworthiness of the respective website before you input your card details on to the respective website and for overseas transaction(s) before your card is swiped at the debit card terminal of any vendor, you are to ensure that no external devices are attached to the terminal in order to prevent your card from being cloned by theft of your magnetic strip that contains your card information.

In the event you fail to carry out the mandatory obligation to report to BigPay as soon as reasonably practicable, BigPay will block and prevent any further transactions being carried out on your card. In which case you shall be liable for the amount in monetary value transacted for such unauthorised transaction deemed as a fraudulent or a disputed transaction. Notwithstanding this proviso, BigPay shall have the sole discretion to determine your liability in the event of the occurrence of an unauthorised transaction for online and overseas card usage.

Chip & Pin


1. Chip and PIN
Chip and PIN is an initiative implemented by Bank Negara Malaysia industry-wide to replace cards requiring signature at the Point-of–Sale (POS) with Personal Identification Number (PIN) enabled cards from 1st July, 2017 onwards. Signature cards will be phased out gradually as cards and terminals are upgraded to accept PIN-enabled cards.
 
2. What is Chip and PIN?
Chip and Pin is a PIN-enabled card that allows you to make purchases at a POS terminal by keying in a secured 6-digit PIN, without the need for a signature. It provides the highest level of security for all card transactions.
 
3. What is a PIN?
A PIN is an abbreviation of Personal Identification Number, it is a secret code that is either assigned to you or is selected by you to prove that you are the rightful owner of the payment card. PIN’s in Malaysia have six (6) digits.
 
4. Which is safer, signing or PIN?
PIN is safer as it can help protect against fraud due to lost or stolen cards, as both the card and PIN are required to make a transaction. For that reason, you must always ensure that you keep your PIN secret.
 
5. Why do I need to change my existing card to a new card to use PIN?
We will send you a new PIN-enabled card because your existing card does not support the PIN for payment.
 
6. When I receive my PIN-enabled card, can I continue to use my signature card?
No, you are advised to activate and use your PIN-enable card once you have received it. Your existing card would be deactivated once you have received and activated the PIN-enable card.
 
7. What needs to be done when I receive my PIN-enable card?
You must activate your card according to the instructions enclosed in the Welcome Pack of your new PIN-enabled card. For security reasons, your temporary PIN will be sent to you by email. You must change the temporary PIN to your preferred 6-digit PIN. 
 
8. How do I obtain my PIN?
We will send you a temporary PIN in a separate email which you must change to your preferred 6-digit PIN.
 
9. Is the PIN used for making purchases, the same as the PIN used at the ATM?
Yes. Each PIN-enabled card has only one (1) PIN that can be used for transactions at the ATM and retail purchases at the POS terminals.
 
10. Do I need to enter a PIN whenever I use my card at a self-service kiosk or terminal in Malaysia?

Please note that if the self-service kiosk or terminal supports PIN, it will prompt you to enter a PIN when you insert your card into the terminal. If the terminal asks you for a PIN, you need to know your PIN and you must enter the PIN to complete the transaction. If you do not know your PIN, or if you do not have a PIN enabled card, you will not be able to use your card at a self-service kiosk or terminal that supports PIN. An example of a self-service terminal is the payment terminal in an outdoor self-service pump at a petrol station.

Although it is possible to sign at an attended terminal if you do not know your PIN until 1 July 2017, this is not possible at a self-service terminal because it is not attended i.e. there is no cashier or operator to verify the signature. This is why you must always enter your PIN if the self-service terminal supports PIN.

If you do not know your PIN, or if you do not have a PIN enabled card at an outdoor self-service pump at a petrol station, you may proceed indoors to the shop to pay at the attended terminal with signature.

Please also note that all transactions at self-attended terminals will take a pre-authorization and deduct the funds which maybe in excess of the value of your purchase. For Gas Stations in Malaysia this amount is RM 200 per transaction. This amount will only be reversed from your account when the actual settlement is received from the merchant or after a period of 3 working days whichever is sooner. If you would only like the exact amount to be withheld, please select the amount on the Automated Fuel Dispenser (if allowed) or proceed indoors to the shop to pay at the attended terminal.

11. Do I need to use my 6-digit PIN to make payment for transactions over the telephone or online purchase?
No. You will not be prompted to enter your 6-digit PIN for transaction over the telephone or when performing an online purchase and you must never reveal your 6-digit PIN when using these payment channels.
 
12. How will I know when a PIN is required to be used?
The POS terminal will determine if PIN is required and if so, it will ask for a PIN.
 
13. What happens if I use my PIN-enable card at a POS terminal that does not support PIN?
In such an instance, the terminal will process the PIN-enable card without prompting for PIN, and your signature will need to be verified.
 
14. What happens if I enter the wrong PIN?
If you enter the wrong PIN after three (3) incorrect attempts, your card will be blocked for security reasons. If your card has been blocked please contact our Customer Care Hotline at 1300 13 3388 (local) or 03 7662 9200 (overseas) for assistance.
 
15. What happens if I forget my PIN?
Before 1st of July, 2017, if you do not remember your PIN while transacting at the POS terminal, the retailer may assist you to complete the transaction by using signature. After 1st of July, 2017, you will only be allowed to use your card at the POS terminals in Malaysia by keying in your PIN. As a matter of security, even prior to 1st of July, 2017 you may be required to enter your PIN at automated fuel dispensers or other self-service terminals when prompted, to complete your transaction.
 

In the event you forget your PIN please contact our Customer Care Hotline at 1300 13 3388 (local) or 03 7662 9200 (overseas) to receive your temporary PIN. You must change the temporary PIN to your preferred 6-digit PIN before the card can be used.
 
16. Will I be required to enter the PIN whenever I use my card in Malaysia?
No, as not all transactions at the POS will require you to use the PIN. Transactions performed at a POS terminal that does not support PIN will still use signature to approve the transaction. However effective 1st July, 2017, you must use your PIN at all POS terminals.
 
17. When I use my card overseas, would I be required to enter a PIN?
Where an overseas terminal does not support PIN, you will need to use your signature to have the transaction approved as not all overseas terminals support PIN.
 
18. What are the ways to keep your PIN secure?
It is essential that you keep your PIN a secret, so that your card is protected against fraud as a result of lost or stolen cards. You must ensure that your PIN is not easy to guess by avoiding numbers that can be associated with you such as significant personal dates (e.g. your birthday or anniversary), telephone number, or driver’s licence number. Other measures to keep your PIN safe include:

  • do not keep a written record of your PIN;

  • do not allow another person to see your PIN when you enter it or it is displayed;

  • do not keep your PIN in a form that can be readily identified as a PIN;

  • do not disclose your PIN to any other person (including persons in apparent authority, family members or spouse);

  • do not negligently or recklessly disclose your PIN;

  • notify us immediately if you become aware that your PIN has become known to someone else.

*****

Remittance Terms & Conditions


BigPay Remittance Terms and Conditions – Remittance Services Agreement

This document is the contract between you, the Account holder and BigPay, and contains the supplementary terms and conditions for the domestic fund transfer and international cross border fund transfer offered by BigPay via the BigPay Mobile Application (“BigPay App”), which, together with the terms and conditions set out in the Cardholder Agreement and Terms of Use governing the BigPay Card and BigPay App, jointly governs the use of the remittance services and which are binding on you (collectively “Remittance Terms and Conditions”).

By accessing or using the domestic fund transfer and international cross border fund transfer services, content, features, technologies or functions offered via the BigPay App (collectively, the “Remittance Services”), you agree to the Remittance Terms and Conditions as well as our Privacy Policy. Do not use the Remittance Services if you do not agree to be bound by these terms.

Other supplemental terms may also apply to the Remittance Services from time to time in respect of a particular event, activity or promotion organized by BigPay, and such additional supplemental terms will be disclosed to you from time to time during the event, activity or promotion period. These additional supplemental terms are in addition to, and shall be deemed a part of, the Remittance Terms and Conditions for the purposes of the Remittance Services. These additional supplemental terms shall prevail over the Remittance Terms and Conditions in the event of a conflict.

Definitions

In addition to words which meanings are already defined in the Cardholder Agreement and/or Terms of Use of the BigPay App (which applies equally to these Remittance Terms and Conditions unless where otherwise stated or defined), the definition of words used in these Remittance Terms and Conditions are as follows:

“Account” means your BigPay Card account designated, maintained and operated by BigPay in relation to your Card;

“Applicable Laws” means the applicable laws governing the provision of the Remittance Services including but not limited to the Money Services Business Act 2011 (MSBA), the Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (AMLATFA), Financial Services Act 2013 (FSA) and all other applicable laws governing the provision and use of the Service in Malaysia and in the jurisdictions of where the funds are remitted to including jurisdictions of the Beneficiaries, if and where applicable;

“Available Balance” means the actual amount of funds available at any time (subject to the appropriate Emoney purse limit) for usage in your Account;

“Beneficiary(ies)” or “Recipient” means the individual designated by you in a Transaction order as the recipient of the funds to be disbursed upon the completion of the processing of such Transaction;

“BigPay App” or “Mobile App” means BigPay’s Mobile Application which is an application software running on a mobile device where you can register and apply for the BigPay Card, activate, access set and edit your Account, including but not limited to your basic account preferences, your personal particulars, your notification preferences, optional subscription services, view Available Balance and Transactions details, block your Card, perform transfer of funds from your Card to another BigPay Card and interact with BigPay’s customers service;

“BigPay Card” means the prepaid card in a physical form bearing the name MasterCard and/or the service marks of the MasterCard issued by BigPay pursuant to this Cardholder Agreement;

“Cardholder Agreement” means the terms and conditions and agreement governing the use of your BigPay Card and Card Account as contained in the BigPay App and the Website;

“E-money” means the electronic money associated with your Account, a scheme for the issuance of electronic money (‘e-money’) as a designated payment instrument under the provisions of the Financial Services Act 2013;

“Partner Network” means entities such as remittance or money service providers, retailers, financial institutions, paying agents and other service providers etc., appointed by or working with BigPay to provide you with the money remittance services including without limitation the processing, disbursement and pay-out of funds or any other acts incidental to the processing and completion of the Transactions in the destination country as identified in your Transaction order;

“Remittance Terms and Conditions” means this agreement together with the terms and conditions found herein;

“Remittance Services” or “Service” mean the remittance of funds via wire transfer which includes either domestic fund transfer within Malaysia or international cross border fund transfer from Malaysia to other jurisdictions, offered via the BigPay App by BigPay in accordance with these Remittance Terms and Conditions;

“Sender” means you, being the Account holder who places the order with BigPay via your Account and authorizes the wire transfer from your Account via the BigPay App for the purpose of processing of the Transaction by BigPay; “Transaction” means a wire transfer of funds using the Remittance Services including without limitation the specific instruction or order you have submitted to BigPay to send a remittance of money for the benefit of a Beneficiary through the Remittance Services and the acceptance of such remittance of money by the Beneficiary;

“Transaction Amount” means the amount of funds you wish to transfer to your Beneficiary; and

“Transfer Fee” means the fee charged by BigPay in connection with BigPay’s acceptance and processing of a Transaction order submitted by you in respect of the Remittance Services.

Throughout these Remittance Terms and Conditions, the terms "BigPay", "we", "us", and "our" refers to BigPay Malaysia Sdn Bhd and/or any of our subsidiaries and affiliates. The terms “you” and “your” refers to you as a user of the Remittance Services whether as the individual in the capacity of the Sender submitting a Transaction order through the BigPay App or as a Beneficiary.

Overview of Remittance Services

The Remittance Services are made available to you by BigPay (in conjunction with the Partner Network). The Remittance Services allow BigPay Account holders to access and utilize the money remittance function within the BigPay App to send money (i) domestically within Malaysia and (ii) internationally to certain jurisdictions around the world. Subject to the restrictions in these Remittance Terms and Conditions, Beneficiaries of any Transaction(s) submitted need not necessarily be a BigPay Account holder. However, take note that the Remittance Services are currently limited to individuals and non-commercial person-to-person Transactions and remittances to business entities are not allowed. You are strongly advised to use the Remittance Services and submit Transactions only for the benefit of people you know personally such as family and friends. You should never use the Remittance Services to transfer funds for the benefit of strangers or other unknown third parties.

By using the Remittance Services, you hereby warrant, represent and declare that:

• You are an Account holder with a valid BigPay Card;

• You have a bank account with a licensed bank in Malaysia under the Financial Services Act 2013 or the Islamic Financial Services Act 2013 or any prescribed institution under the Development Financial Institutions Act 2002

 • You (or your Beneficiary) are not from a sanctioned or high risk country;

• You (or your Beneficiary) have not been blacklisted by any financial institutions, licensed banks, e-money issuers or remittance service providers (including Partner Network) in Malaysia or abroad;

• You (or your Beneficiary) are not persons included in our internal lists and the relevant money laundering and terrorism financing information sources, as well as global lists or databases provided by local or foreign authorities (including but not limited to Bank Negara Malaysia), United Nations Security Council Resolutions (UNSCR), Office of Foreign Assets Control (OFAC); you (or your Beneficiary) are not listed as a Specially Designated National (SDN); you (or your Beneficiary) are not included as a politically exposed person (PEP) or a family member or close associate of a PEP (RCA); you (or your Beneficiary) are not included in lists or databases as provided or recommended by the Financial Action Task Force (FATF); and/or such other lists as may be issued from time to time by the relevant government agencies; and

• All of the information provided by you to enable us to process and execute a Transaction (including details of Beneficiary(s) is true, correct and complete.

You acknowledge and agree that at any time should any of the representations, warranties and/or declarations above cease to be untrue or we discover to be untrue or that you have misrepresented the same, we shall be fully entitled at our sole and absolute discretion to terminate any Transaction(s) undertaken by you (if already undertaken) whereby there will be no refunds of the Transaction amounts or Transfer Fee being refunded to you, and to take further and appropriate action which may include suspending, blocking and/or terminating your Account together with that of the Beneficiary (if applicable) without any liability to you howsoever. You further acknowledge and agree that in order for us to provide you with the Service, the sharing, transfer, retrieval, updating and processing of your (and your Beneficiary’s) personal information may occur between BigPay, our parent, subsidiaries, associates, related corporations and affiliates, our licensees, assignees, proposed assignees, agents, vendors, service providers (including Partner Networks), merchants, strategic partners, commercial partners, third party contractors, any regulatory authorities (including Bank Negara Malaysia and such other authorities or bodies having jurisdiction over us), card or payment network operators, and any other parties engaged by us to enable or assist us in the provision of the Service to you or to exercise or enforce our rights hereunder and/or any other party whomsoever as we may, to the extent at our sole and absolute discretion deem fit and necessary, within and beyond Malaysia, as stated in our Privacy Policy and you have consented to the same; and that you have read, understood and accepted all the terms and conditions contained in this Agreement and in connection with the use of the Service, and that they are legally binding on you.

Usage Restrictions

The provision and use of the Remittance Services is subject to certain conditions and usage restrictions. By using the Remittance Services, you agree to abide and comply with the following:

• You shall comply with and not breach or violate any restrictions in this Remittance Terms and Conditions, any other agreement between you and BigPay and any Applicable Laws, rules or regulations including the Cardholder Agreement and Terms of Use.

• You may only have one active BigPay Account from which you submit Transaction orders for any Remittance Services.

• Remittance Services may not be available in whole or in part in different countries and jurisdictions at the sole discretion of BigPay. Availability is usually affected by the different laws and regulations applicable in such countries and jurisdictions or if we determine that provision of the Remittance Services in a particular country or jurisdiction presents an unacceptable level of risk to us, our users or our systems.

• By submitting a Transaction order, you agree that it represents your request to us that we process your Transaction, an offer that we may accept or reject at our sole and absolute discretion at any point before executing and confirming the Transaction or delivery of the underlying funds to the Beneficiary without any liability to you howsoever.

• We may at any material time decide not to process your request or order or Transaction especially if we suspect you (or your Beneficiary) are or may be involved in money laundering, terrorism financing activities, fraudulent or illegal activities.

• We will not process your request or order or Transaction if we find that you (or your Beneficiary) are from a sanctioned or high risk country, if you (or your Beneficiary) have been blacklisted by any financial institutions, licensed banks, e-money issuers or remittance service providers (including the Partner Network) in Malaysia or abroad, if you (or your Beneficiary) are persons included under our internal lists and the relevant money laundering and terrorism financing information sources, as well as global lists or databases and information provided by local or foreign authorities (including but not limited to Bank Negara Malaysia), the United Nations Security Council Resolutions (UNSCR), Office of Foreign Assets Control (OFAC), Specially Designated Nationals (SDN), politically exposed persons (PEP), relatives or close associates of PEPs (RCA), if you (or your Beneficiary) are included under any lists or databases as provided or recommended by the Financial Action Task Force (FATF) and/or such other lists as may be issued from time to time by the relevant government agencies.

• BigPay’s acceptance, processing and execution of any Transaction order submitted by you is also subject to the acceptance of the same by the Partner Network. You agree that you will not hold BigPay liable for any losses or damages resulting from Partner Network’s decision not to accept, process or execute any Transaction order submitted by you to BigPay.

• No Transaction order shall be deemed accepted, processed or executed by BigPay until we are satisfied of our ability to process such Transaction in compliance with Applicable Laws and offer the Transaction funds to a Beneficiary.

• You shall not provide any false, inaccurate or misleading information or refuse to cooperate in an investigation or provide confirmation of your identity (or that of the Beneficiary) or any information you provide to BigPay.

• You shall only use the Remittance Services to effect Transactions for Beneficiaries you know and/or for personal reasons. You shall not utilize the Remittance Services for the purpose of sending funds to or for other people, especially strangers and third parties whom you do not know. If we reasonably suspect or discover that you are using the Remittance Services to send Transactions to, or on behalf of a business or other non-human entity, we may, in our sole discretion, cancel your Transaction and/or block, suspend and/or terminate your Account together with that of the Beneficiary (if applicable) without any liability to you howsoever.

• You agree and acknowledge that you shall not use the Remittance Services if you do not have a bank account with a licensed bank in Malaysia under the Financial Services Act 2013 or the Islamic Financial Services Act 2013 or any prescribed institution under the Development Financial Institutions Act 2002.

• You may not share any information in relation to a Transaction with anyone other than authorized BigPay personnel (or Partner Network, if required) or the Beneficiary; and you will advise your Beneficiary to do the same.

• You shall not use the Remittance Services for the purpose of providing yourself a cash advance from a credit facility including a credit card (or help others to do so).

• You may not use the Remittance Services for any improper purpose, such as money laundering, terrorism financing, unlawful activities, illegal on-line gambling, illegal purchase of controlled substances or prescription medication, purchase of firearms or explosives, fraud, prostitution or child-trafficking, or financial support of terrorists or terror-supporting organizations.

• You acknowledge that BigPay is not liable for your use of the Remittance Services for any commercial purposes, including without limitation any risks associated with the purchase of goods or payment for services of any kind such as losses you suffer for undelivered or defective goods and services you pay for by way of the Remittance Services.

• You may not attempt to circumvent or avoid any identification, record-keeping or reporting requirements.

• You may not use any automatic device, or manual process to monitor or copy the BigPay App.

• You agree that you are the sole and rightful owner of any funds you apply towards a Transaction and that you may not use any funding source for which you do not have justification to use for any Transaction.

• You agree that BigPay reserves the right at any time, and from time to time, to modify or discontinue the Remittance Services (or any part thereof) with or without notice.

You acknowledge and agree that should you violate any of the restrictions abovementioned, we shall be fully entitled at our sole and absolute discretion to terminate any Transaction(s) undertaken by you (if already undertaken) and to take further and appropriate action which may include suspending, blocking and/or terminating your Account, together with that of the Beneficiary (if applicable) without any liability to you howsoever.

Remittance Limits

BigPay reserves in its sole discretion, to refuse any Transaction order or limit the amount to be transferred, either on a per transaction or aggregated basis at any time and for any reason.

Current remittance limits and thresholds set by BigPay in general as well as for specific user or Account holder categories (Malaysians, expats, foreign workers and/or other categories, if applicable) will be displayed or notified to you when you make an order on the BigPay App.

Note that certain Partner Networks may additionally restrict the amount of any Transaction to a higher minimum or lower maximum than BigPay’s amount restrictions listed. BigPay reserves the right to limit any Transaction involving certain Partner Networks to the limitations set by such Partner Networks without any liability to you.

Funding Transactions

All Remittance Services Transactions are fully funded from the Available Balance of E-money in your Account. The terms and conditions in relation to the loading or topping up of E-money into your Account can be found in the Cardholder Agreement.

To use the Remittance Services, you must place a Transaction order with BigPay via the BigPay App and pay for the Transaction Amount together with the Transfer Fee and such other fees and charges depending on the nature of your Transaction order or as may be determined by BigPay from time to time. More information regarding the Transfer Fee and other fees and charges applicable to the Remittance Services can be found in the ‘Fees and Charges’ section on the Mobile App and Website. Please read the “Fees and Charges” section on the Mobile App or Website before you make an order for any Transaction so you are aware of the fees applicable, including any revisions or updates to the same from time to time.

Generally, payment is due at the time you submit a Transaction to us for processing although we may at our discretion choose not to debit your Account immediately. In order for us to process and complete the Transaction, you authorize BigPay to access, charge, electronically transfer, or debit the required amount from your Account towards payment of the Transaction. You are responsible for ensuring that your Account has sufficient Available Balance to pay for your Transaction. You authorize BigPay to re-try one or more times to charge your Account to collect the required amounts in the event that BigPay’s first attempt to collect these amounts from your Account is unsuccessful. If we have disbursed any funds towards a Transaction pursuant to your order and are subsequently advised that your Account has insufficient funds available, you remain liable to us for the full amount of any such payment of the Transaction and you agree that we shall deduct the same from your Account thereafter. You also authorize BigPay to initiate debit and credit entries to your Account in connection with the Remittance Services. Note that Transactions involving funds in excess of your Available Balance may be declined or rejected by BigPay and may further result in additional charges, chargeback fees, or other similar expenses from the Partner Network which BigPay may collect from you via deduction from your Account. BigPay shall collect these additional charges, chargeback fees, or other similar expenses from you when incurred, deducted from your Available Balance. BigPay has no obligation to process or complete any Transaction order if BigPay is unable for any reason to obtain authorization, collect the required amount of funds from your Account (being the Transaction Amount and the Transfer Fee and such other fees and charges depending on the nature of your Transaction order or as may be determined by BigPay from time to time) or to proceed with settlement with the Partner Network.

Information required and customer due diligence Customer due diligence

(CDD) is a mandatory requirement under the Applicable Laws for any party that uses or intends to use the Remittance Services. Accordingly, in addition to the information BigPay collects from you at the point of Account application and registration for your BigPay Card, usage of the Remittance Services may require you to provide BigPay with additional information and/or documentation before you can conduct any Transactions. Such additional information may include information or documentation that will enable us to verify or re-verify your identity as well as that of your Beneficiary, including but not limited to your payment or funding sources, Visa or Employment Pass (if you are a foreigner) and so on. We may also re-verify your identity via electronic know-your-customer (e-KYC) process. Another set of information you may need to provide to us in order to process your Transaction will be information about the Beneficiary such as: full legal name, location, and, depending on other circumstances such as the amount to be transferred and method for receiving funds, a copy of the Beneficiary’s government issued ID or equivalent, address, date of birth, country of birth, nationality and other information that we require in order to verify the Beneficiary and correctly transfer the funds to that Beneficiary. Where required, we may also obtain information about you and the Beneficiary from other sources whether directly or through public and private third parties, in order to verify your identities and to ascertain the accuracy of information provided by you.

We are also required under the Applicable Laws to screen all individuals who use or intend to use the Remittance Service (be it you or your Beneficiary) against our own internal lists and the relevant money laundering and terrorism financing information sources, as well as global lists or databases provided by local or foreign authorities for the purposes of determining if there are any money laundering or terrorism financing risks in relation to the such individuals. If we ascertain that you (or your Beneficiary) are included in any of the respective lists, including but not limited to, being persons from sanctioned or high risk countries, being persons included under the United Nations Security Council Resolutions (UNSCR), Office of Foreign Assets Control (OFAC), you (or your Beneficiary) are deemed a Specially Designated National (SDN), you (or your Beneficiary) are included as a politically exposed person (PEP), family member or close associate of a PEP (RCA), or you (or your Beneficiary) are included under any lists as provided or recommended by the Financial Action Task Force (FATF) and/or such other lists as may be issued from time to time by the relevant government agencies, you (and your Beneficiary) shall not be allowed to conduct or use the Remittance Services.

By submitting a Transaction order for processing, you agree that BigPay may send you text (SMS) messages or notifications (via email, SMS or via the Mobile App) as part of the Remittance Services’ normal operations. You may opt-out of receiving such text (SMS) messages at any time. You acknowledge that opting out of receiving text (SMS) messages may impact your use of the Remittance Services.

It is a condition of your use of the Remittance Services that all the information you provide to us is correct, current and complete at all times. BigPay protects the privacy of your information as detailed in BigPay’s Privacy Policy (please refer to the same in the Privacy Policy section on the Mobile App or Website). By accessing or using the Remittance Services, you acknowledge and agree to our Privacy Policy and authorize us to contact you or your Beneficiary, through any means, to make any inquiries and request additional information to validate any information we have on our records. Such inquiries may include, without limitation, the following: mobile phone number verification, account verification, and requests for additional personal information. The information collected will not be shared with non-affiliate third parties without your knowledge and consent. In order for us to process the Transaction, you undertake and confirm that you have the Beneficiary’s consent for you to provide us all required information in respect of the Beneficiary and for us (and/or our Partner Network) to use and verify such information and to contact the Beneficiary for this purpose.

Processing Transactions

We may establish or change cut-off times for the receipt, processing and/or completion of Transaction orders that you submit to us on the BigPay App. These cut-off times (if applicable) will be displayed on the BigPayApp. The time taken to process and complete your Transactions and for the Beneficiary to receive the funds is displayed on the BigPay App. Such times stated may not include the time taken by the Partner Network(s) involved in the processing of the Transaction(s) to process and execute the same and remit the funds to the Beneficiary(s) or the Beneficiary bank. BigPay will use reasonable efforts to ensure the timely processing of Transaction orders but makes no claims or warranties regarding the time needed to process a Transaction. You agree that the timing and delivery of Remittance Services depends on multiple factors outside of BigPay’s control including dependency on the Beneficiary bank or Partner Network involved in the Transaction. You agree that you will not hold BigPay liable or responsible for any delays in processing or completion of the Transaction(s) or for any delays in the remittance of the funds to the intended Beneficiary(s) or the Beneficiary’s bank.

Whether your Transaction order is to a Beneficiary or Beneficiary bank located within or outside of Malaysia, you agree that we are unable to guarantee the receipt or timely processing of the funds on the part of that domestic or foreign Beneficiary bank or Partner Network involved in the Transaction. By sending funds to a Beneficiary within or outside of Malaysia, you understand that we have no control over how or when the funds are received or processed by the domestic or foreign Beneficiary bank or Partner Network involved in the Transaction and that it could take an extended period of time for funds to be processed by that domestic or foreign Beneficiary bank or Partner Network involved in the Transaction. Therefore, you understand and acknowledge that by submitting a Transaction order to a Beneficiary or Beneficiary bank whether located within or outside of Malaysia, you accept all risks associated with such a Transaction order, including any possible delay in the same. BigPay will not be held liable or responsible to refund you any of the funds or costs (including Fees & Charges) associated with processing your Transaction order where the funds you sent were lost, destroyed, delayed, misdirected, improperly credited, not processed, or not received by the Beneficiary or Beneficiary bank due to no fault of ours.

Please verify that all information provided prior to submitting a Transaction order is correct (i.e. name of Beneficiary, bank account number and any other information as required) as BigPay is not responsible for detecting inaccuracies. Note that in general, once a Transaction order is submitted, it cannot be cancelled or amended. If incorrect information is provided, funds may be disbursed to the wrong account or person other than that of your Beneficiary and may not be recovered. Notwithstanding this, we may, in our sole and absolute discretion, allow requests to amend certain submitted Transaction details or attempt to reverse your Transaction order on a strictly case by case basis if you inform us that you wish to do so, provided always that, the funds have not been processed by the Partner Network or Beneficiary bank involved in the processing of the Transaction(s) or the funds have not been paid out to the Beneficiary or Beneficiary bank account. In any case, BigPay does not guarantee that any request for amendment or reversal will be successful. A charge may be applied by us for every request for amendment or reversal whether or not successful. For amendments or reversals involving the amount to be transferred, a refund of the Transaction Amount (or part thereof) including Transfer Fee may be made to you at BigPay’s sole and absolute discretion subject to there being no fault on your (or your Beneficiary’s) part in accordance with the “Cancellation and Refunds” section below. The exchange rate applied by BigPay will be notified to you on the Mobile App at the time of making your order to initiate a Transaction (“Original Rate”). If you do not agree to the exchange rate, please do not proceed with the Transaction

Remittance Notice To Customers


"Notice to Customer (Remittance service)


Customer Due Diligence (CDD) is a requirement under the Anti-Money Laundering and Anti-Terrorism Financing Act 2001 (AMLATFA) and Money Services Business Act 2011 (MSBA). CDD shall be conducted on customer conducting any transaction. Please produce your identification document before making any transaction.”
 
“Notis kepada Pelanggan (Perkhimatan pengiriman wang)

Pelaksanaan Usaha Wajar Pelanggan (Customer Due Diligence / CDD) adalah satu keperluan di bawah Akta Pencegahan Pengubahan Wang Haram dan Pencegahan Pembiayaan Keganasan 2001 (AMLATFA) dan Akta Perniagaan Perkhidmatan Wang 2011 (MSBA). Usaha Wajar Pelanggan akan dilaksanakan terhadap pelanggan yang melakukan sebarang transaksi. Sila sediakan dokumen pengenalan anda sebelum menjalankan sebarang transaksi.”

Remittance License


Licensee: BigPay Malaysia Sdn. Bhd.
Licensee Company No.: 719679-A 
Nature of Business: Licensed Money Services Business (Type B) 
Type of Business(es): Remittance business 
Contact Details: BigPay Malaysia Sdn. Bhd. (Co. No: 719679-A)

Registered Office: Unit 30-01, Tower A, Vertical Business Suite,  Avenue 3, Bangsar South, No. 8, Jalan Kerinchi,  59200, Kuala Lumpur.

Tel: 03-2082 0999

Email: support.my@bigpayme.com

Website: https://bigpayme.com

Customer Charter


Our Statement

As a leading startup in the Malaysian financial technology industry, we are constantly growing to expand our services, capabilities, and our global reach. However, we certainly cannot and will not do this at the expense of the quality of our customer service. Our customers make up the heart of what we do, and are the undoubtedly the driver in our mission to challenge banking across Southeast Asia.

 

This Customer Charter details our commitment to our customers and the standards by which we will evaluate our services. While it provides a guide to understanding our values as a company, it should be noted that in no way does it represent a legally binding obligation or undertaking.​
 

Our Product

Our Commitment

We will ensure a wide range of uses for the BigPay card as a competitive product  for daily application

Our Standards

a. The BigPay card functions as a prepaid MasterCard, which is accepted internationally as well as locally at any merchant accepting MasterCard. This presents a greater reach for our product and a wider platform for our customers to enjoy our services

b. A BigPay card allows a user to  perform transactions on various platforms, using multiple forms of authentication, including:

  • Online transactions - OTP, CVV

  • PIN verified

  • Contactless


c. A BigPay card may be used to withdraw money from any ATM that accepts MasterCard


d. A BigPay card provides the flexibility to manage the flow of money and track spending, to transfer and to top up as one pleases

Our Commitment

We will charge minimal fees in order to provide customers with the most hassle free, convenient financial experience

Our Standards

a. We do not currently charge any fees to sign up for BigPay

b. There are no fees imposed by BigPay when a transaction (for payment/spending) is mad

c. Currently, there is no account service fee, and no annual fee to maintain a BigPay account

Our Commitment

We will provide our customers with a highly competitive exchange rate

Our Standards

As we are a prepaid MasterCard or Visa, we follow the MasterCard or Visa exchange rate, without any markup rate currently - allowing us the best rates and giving our customers an unrivalled experience using our card abroad

Security
Our Commitment

We will protect customers in the most time-efficient manner when their cards are misplaced/lost.

Our Standards
a. Direct access to the BigPay App for freezing/unblocking the card anytime, anywhere

b. Physical cards will be instantly locked until they have been unblocked via the App or replaced

Our Commitment

We will protect customers' data confidentiality and make sure only legitimate cardholders have access to account-relevant data.

Our Standards

a. We take data protection seriously. Every customer is required to sign-in to their BigPay App through passcode/fingerprint/face ID and SMS OTP for verification, every time they log in

b. Verification will be performed for every enquiry related to customers’ change of details, so as not to divulge information to unauthorized third parties

c. Every top up made to a BigPay card requires an OTP and CVV in order to safeguard a customer’s account

Our Commitment

We follow safe, efficient and accurate methods of accessing who our customers are.

Our Standards

a. All individuals who are interested in signing up for BigPay can do so via our BigPay App

b. All customers are required to provide basic individual profiles and details, a photo of a valid NRIC/Passport along with a selfie-video for verification during the sign-up process.

Our Commitment

We are making sure BigPay is a safe avenue for all monetary flow to be transacted by our customers.

Our Standards

We have implemented a comprehensive framework of risk controls with respect to both inflow (top up) and outflow (spending) transactions. This framework will enable us to detect any abnormal/suspicious activity, take action to stop it promptly, and proceed with investigation before finalizing a decision. 

Fairness

Our Commitment

We strive to provide  fair financial services with the  aim of being  accessible and effective for all customers

Our Standards
a. We uphold a bias-free system. BigPay aims to encourage financial consciousness and easy access to financial services. We employ this etiquette across all our channels of customer communication. 

b. All Malaysian citizens and residents are able to apply for a BigPay card and account.

c. The BigPay App provides real-time insight and updates on a customer’s transactions. The status of any transaction conducted is displayed clearly in the BigPay App, increasing awareness and the ability to manage and track spending.

Our Commitment

All product features and marketing promotions may be participated by all BigPay users, allowing all customers to have equal access to BigPay’s benefits and service offerings.

Our Standards
a. All universal product updates are cascaded to users through email and social media, which allows every customer to be  aware of BigPay’s upcoming features.

b. Marketing campaigns may be participated by all BigPay users, without selectivity. Sometimes audience segmentation and targeting may be employed to allow for better customization and promotional relevance.

Support
Our Commitment
We will provide a personable, human interaction to all of our users who reach out to us via various support channels

Our Standards
All customer support will be provided by an authorized BigPay agent. No chatbots, and definitely no artificial, predetermined responses.

Our Commitment
We will respond to all enquiries through various channels

Our Standards

a. 24/7 Chat and Call

b. Email support

Our Commitment
We will respond to all enquiries through various channels

Our Standards

a. Customer satisfaction surveys allow us to immediately gauge the feedback of a customer on our overall service

b. Service recovery calls provide a more nuanced understanding of a customer’s perspective, allowing for continuous improvement and growth


Our customer service serves as the main boulevard for all BigPay related queries and issues, however if you were not able to get the desired results, you can also try reaching out to Bank Negara Malaysia or Ombudsman for Financial Services (OFS) below.

Bank Negara Malaysia

Peti Surat 10922

50929 Kuala Lumpur

1 300 88 5465

+603 2174 1515 (Fax)

 

Ombudsman for Financial Services

+603 2272 2811 or

Email: enquiry@ofs.org.my

DuitNow


DuitNow Terms And Conditions

In these DuitNow Terms and Conditions (“Terms”), references to “You”, ”Your” and  “Yours” refer to the BigPay customer who is utilising the DuitNow service and has been issued with a prepaid card by BigPay and references to “We”, “Our”, “Ours” and “Us” refer to BIGPAY MALAYSIA SDN BHD.

These Terms govern your use of DuitNow provided by Us and shall be read together with the NAD Terms and Conditions, the BigPay Cardholder Agreement and any relevant terms and conditions governing any product, transaction and/or service provided by Us. In the event of inconsistency between the terms and conditions, these Terms shall prevail strictly in relation to DuitNow only.

Definitions

"BigPay App” means BigPay’s mobile application which is an application software running on a mobile device where you can register and apply for the Card, activate, access set and edit your Account, including but not limited to, your basic account preferences, your personal particulars, your notification preferences, optional subscription services, view Available Balance and Transactions details, block your Card, perform transfer of funds from your Card to another BigPay Card and interact with BigPay’s customers service.

“Business Day” means any calendar day from Monday to Friday, except a public holiday or bank holiday in Kuala Lumpur.

“DuitNow” means a service which allows customers to initiate and receive instant credit transfers using a Recipient’s account number or DuitNow ID.

“DuitNow ID” means an identifier of an account holder such as a mobile number, NRIC, passport number, army number or police number (in the case of an individual) or business registration number (in the case of a corporate customer) or any other identifiers as may be introduced by the DuitNow Operator from time to time.

“DuitNow Operator” means Payments Network Malaysia Sdn. Bhd. (Company No.: 200801035403 [836743-D]).

“National  Addressing Database (NAD)” means a central addressing depository established by the NAD Operator that links a bank account or an e-money account to a Recipients DuitNow ID and facilitates payment to be made to a Recipient by referencing the Recipient’s DuitNow ID.

“Personal Data” means any information in respect of commercial transactions that relate directly or indirectly to a customer,  who is identified or identifiable from that information which includes, but not limited to, the customer’s name, address, identification card number, passport number, banking information, email address and contact details.

1. Introduction

1.1          These Terms apply to and regulate Your use of the DuitNow service offered by Us. The DuitNow service allows You to transfer an amount specified by You from Your e-money account maintained with Us, to a bank or e-money account maintained by Your Recipient at a participating DuitNow participant via Pay-to-Account-Number and Pay-to-Proxy (Pay via DuitNow ID), or such other means as prescribed by Us or the DuitNow Operator from time to time.

1.2          These Terms are in addition to and shall be read in conjunction with the terms and conditions set out in the BigPay Cardholder Agreement.

2. DuitNow Services

2.1          If You wish to send funds via DuitNow, You must first initiate a payment by entering the Recipient’s DuitNow ID in BigPay App.

2.2          We will perform a ‘Name Enquiry’ to verify the Recipient’s registration of its DuitNow ID in NAD and if the Recipient is registered, We will display the name of such registered DuitNow  Recipient.

2.3          You are responsible for the correct entry of the Recipient’s DuitNow ID and ensuring that the Recipient’s name displayed is the intended Recipient of the funds prior to confirming the DuitNow transaction.

2.4          We will notify You on the status of each successful, failed or rejected DuitNow transaction via any of Our available communication channels chosen by You.

2.5          You acknowledge and agree that We shall have no duty to and shall not be required to take any steps to verify or seek any other confirmation from any party as to whether such registered Recipient is the intended Recipient, and We shall not be liable for transferring the funds to such registered Recipient even if such person is not the intended Recipient.

2.6          Pursuant to Clause 2.5 above, You agree that once a DuitNow transaction has confirmed, it will be deemed irrevocable and You will not be able to cancel, stop or perform any changes to that DuitNow transaction.

3. Multiple Name Enquiry Requests

3.1          You are advised not to submit multiple “Name Enquiry Requests” without a confirmed DuitNow transaction. We shall not display the results of the “Name Enquiry Requests” upon consecutive Name Enquiry Requests that are not followed with a confirmed DuitNow transaction.

3.2          Without prejudice to any of Our rights and remedies, We reserve the right to terminate or suspend Your access to and use of the DuitNow service where We consider in Our sole  discretion that inappropriate, fraudulent or suspicious use is being made of the DuitNow  services, such as where multiple Name Enquiry Requests are submitted without a confirmed  DuitNow transaction. You are advised to contact Us should You encounter any issues relating to the foregoing.

4. Recovery of Funds

4.1          You have rights in relation to the investigation and recovery of, erroneous DuitNow transactions  (Clause 5) and unauthorised (includes fraudulent) DuitNow transactions (Clause 6) made from Your account.

5. Erroneous DuitNow Transaction

5.1          If You have made an erroneous DuitNow transaction, You may request for recovery of the funds within ten (10) business days from the date the erroneous DuitNow transaction was made and We will work with the affected Recipient’s bank/ e-money issuer to return the said funds to You within seven (7) Business Days from the date of such request provided the following conditions are met:

5.1.1      The funds were wrongly credited into the affected Recipient’s account;

5.1.2      If funds have been wrongly credited, whether the balances in the affected Recipient’s account is sufficient to cover the funds’ recovery amount;

5.1.2.1   If the balances are sufficient to cover the recovery amount, the erroneously credited funds may be recoverable; and

5.1.2.2   If the balances are not sufficient to cover the recovery amount, the erroneously credited funds may not be fully recoverable and the Recipient’s bank/e-money issuer may partially remit the recoverable fund back to You.

5.2          Request for recovery of funds between eleven (11) Business Days and seven (7) months from the date the erroneous DuitNow transaction was made:

5.2.1      The  affected crediting  participant  is  fully  satisfied  that  funds  were erroneously credited to the affected Recipient;

5.2.2      Deliver notifications to the affected Recipients in writing regarding the fund's recovery requests whereby the erroneously credited funds would be recovered through debiting the affected Recipients’ accounts within ten (10)  Business Days of the notifications unless the affected Recipient provides reasonable evidences that the affected Recipient is entitled to the funds in question. After fifteen (15) Business Day, if the affected Recipients fail to establish their entitlement to the funds, the affected Recipient’s bank/ e-money issuer shall debit the affected Recipients’ account and remit the funds back to You.

5.3          Requests to recover funds after seven (7) months from the date of the erroneous DuitNow transaction:

5.3.1      The affected Recipient’s bank/e-money issuer is fully satisfied that funds were erroneously credited to the affected Recipient;

5.3.2      The affected Recipient’s bank/e-money issuer shall obtain from the affected Recipient the decision whether to grant consent within ten (10) Business  Days; and

5.3.3      Once consent is obtained, the affected Recipient’s bank/ e-money issuer shall debit the affected Recipient’s account and remit the funds back to You within one (1) Business Day.

6. Unauthorised or Fraudulent DuitNow Transaction

6.1          For DuitNow transactions which were not authorised by You or which are fraudulent, We will, upon receiving a report from You alleging that an unauthorised  or fraudulent  DuitNow  transaction was made, remit the funds back to You provided the following conditions are met:

6.1.1      We shall conduct an investigation and determine within fourteen (14) calendar days, if the unauthorised or fraudulent payment did occur;

6.1.2      If We are satisfied that the unauthorised or fraudulent payment Instruction did indeed occur and was not caused by You, We shall initiate a reversal process whereby all debit posted to Your account arising from the unauthorised or fraudulent Payment Instruction would be reversed.

7. Liability and Indemnity

7.1          You acknowledge and agree that, unless expressly prohibited by mandatory laws, We and the DuitNow Operator shall not be liable to You or any third party for any direct, indirect or consequential losses, liabilities, costs, damages, claims, actions or proceedings of any kind whatsoever in respect to any matter of whatsoever nature in connection with the DuitNow services offered by Us arising from:

7.1.1      Your negligence, misconduct or breach of any of these Terms;

7.1.2      Any erroneous transfer of funds by You, including any transfer of funds to the wrong DuitNow ID, wrong Recipient or wrong third party;

7.1.3      The suspension, termination or discontinuance of the DuitNow services.

7.2          You shall indemnify, defend and hold Us, Our affiliates, and the DuitNow Operator harmless from and against any claims, proceedings, actions, losses, damages, costs (including legal costs on an indemnity basis), liabilities or expenses, whether foreseeable or not, against Us, Our affiliates, and the DuitNow Operator resulting from or arising in connection with any fault, act or omission by You (including but not limited to your negligence, misconduct or breach of any of these Terms).

National Addressing Database (NAD) Terms and Conditions

In these Terms and Conditions (“Terms”), references to “You”, “Your” and “Yours” refer to the BigPay customer who uses the National  Addressing Database (“NAD”) and references to “We”, “Our” ,  “Ours” and “Us” refers to BIGPAY MALAYSIA SDN BHD.

These Terms govern Your use of the NAD and shall be read together with the DuitNow Terms and Conditions, the BigPay Cardholder Agreement, the General Terms and Conditions for account and services and any relevant terms and conditions governing any product, transaction and/or service provided by Us. In the event of inconsistency between the terms and conditions, these Terms shall prevail in relation to NAD.

Definitions

“Account” means an E-money account issued by BigPay .

“DuitNow” means a service which allows customers to initiate and receive instant credit transfers using a recipient’s account number or DuitNow ID.

“DuitNow ID” means an identifier of an account holder such as a mobile number, NRIC, passport number, army number or police number (in the case of an individual) or business registration number (in the case of a corporate customer) or any other identifiers as may be introduced by the NAD Operator from time to time.

“E-money account” means a payment instrument that stores funds electronically in exchange for funds paid to the issuer of e-money and is able to be used as a means of making payment to any person other than the issuer of e-money.

“Malware” means computer viruses, bugs or other malicious, destructive or corrupting software, code, agent, program or macros, and/or phishing or social engineering schemes which utilise computer software or telecommunications to obtain personal data or any other personal information for malicious or fraudulent purposes.

“National Addressing Database” (NAD) means a central addressing depository established by the NAD Operator that links a bank or an e-money account to a recipients DuitNow ID and facilitates payment to be made to a recipient by referencing the recipient’s DuitNow ID.

“NAD Name Enquiry” means a service which returns the name of the owner who has registered its DuitNow ID in NAD.

“NAD  Operator”  means  Payments  Network  Malaysia  Sdn  Bhd (PayNet) (Company  No.: 200801035403 [836743-D])

“Personal Data” means any information in respect of commercial transactions that relates directly or indirectly to a customer, who is identified or identifiable from that information which includes, but not limited to, the customer’s name, address, identification card number, passport number, banking information, email address and contact details.

“Common ID” means a unique identification of a customer which links all DuitNow IDs registered by the customer such as the customer’s NRIC, army number, or police number, or for non-Malaysians, passport number.

1. The NAD Service

a.   The NAD service allows You to link an Account that You have with Us to Your DuitNow ID.

b.   By linking Your DuitNow ID to Your Account, You have the option of receiving incoming funds via DuitNow or any other payment services that address payments using Your DuitNow ID.

c.   When You register Your DuitNow ID in NAD, You will also provide Us with Your Common ID which will be linked to Your Account with Your registered DuitNow ID. Your Common ID will be used by other NAD participating banks for the purpose of identifying You, as part of facilitating the DuitNow service.

d.   You may link more than one of Your DuitNow ID to the same Account. However, You may not link a particular DuitNow ID to multiple Accounts.

2. Modification and Deregistration of your DuitNow ID

a.   You may update or change Your DuitNow ID that is linked to Your Account via the channels made available to You. We will require a reasonable notice period to effect such changes or update.

b.   You understand and agree that Your DuitNow ID that is linked to Your Account may be deregistered by You or by Us, due to the following circumstances:

i. You wish to transfer Your existing DuitNow ID to another Account in another bank/ e-money issuer;

ii. You have changed/updated Your DuitNow ID;

iii. You have closed Your Account that is linked to Your DuitNow ID;

iv. the mobile number which You have provided to Us as Your DuitNow ID has been terminated and recycled for use by another person;

v. after a period of inactivity; or

vi. upon investigation, We find out that You or Your DuitNow ID is potentially involved in any  fraudulent activity(s).

c.   You will receive a confirmation of de-registration from Us via BigPay App, SMS or email as soon as the de-registration is confirmed.

3. Your Information

a.   You represent and warrant that the DuitNow ID used for registration in NAD belongs to You, is  correct, complete and up-to date for the use of the service and You will promptly notify Us if there is any change to the DuitNow ID information provided to Us.

b.   You acknowledge and agree that other NAD participating banks/ e-money issuers may perform a NAD Name Enquiry of Your DuitNow ID for the purpose of verifying/identifying Your name to Your registered DuitNow ID, as part of facilitating the DuitNow service.

c.   You acknowledge and consent to the disclosure of Your DuitNow ID, Your Common ID and other relevant Personal Data to the NAD Operator for its processing, storing, and archival and  disclosure to the sender of funds under the DuitNow service, Our affiliates, service providers,  other NAD participants and third parties offering the DuitNow service and their respective customers.

d.   You acknowledge and agree that We may disclose your DuitNow ID information to anyone who We are under an obligation to disclose information to under the law or where it’s in the public interest, for example to prevent or detect fraud and abuse.

4. Data Protection

a.   Your consent and Our right to disclose information shall be in addition to, and without prejudice to the rights accorded to You under the Personal Data Protection Act 2010 and any other applicable laws in Malaysia.

b.   We will only disclose, use and process Your DuitNow ID for the purpose of facilitating the DuitNow service.

c.   We have in place, reasonable security measures (both technical and organisational) against unlawful or unauthorised processing of Your DuitNow ID.

d.   We will notify You as soon as practicable if Your DuitNow ID is lost, destroyed, or becomes damaged, corrupted or unusable.

5. Liability

a.   We and the NAD Operator shall not be liable for any losses or damage You may suffer as a result of, including but without limitation:

i. Your failure to maintain up-to-date information and Your failure to provide accurat information to us;

ii. Our compliance with any instruction given or purported to be given by You which is apparent to a reasonable person receiving such instruction;

iii. Any misuse or any purported or fraudulent use of Your DuitNow ID including instance whereby online fraud is perpetrated by way of any Malware;

iv. Any disclosure of any information which You have consented to Us collecting, using or disclosing or where such collection, Use or disclosure is permitted or required to be disclosed under the applicable laws in Malaysia.

b.   You acknowledge and agree to fully indemnity Us against all losses, damages, claims, demands, costs and all other liabilities which We may incur / suffer in consequence of Us accepting and acting on your instructions in good faith, whether verbal / in writing / through any channels of communication provided by Us.

6. Miscellaneous

a.   You acknowledge that We have the right to change, vary or modify these Terms by providing  You with thirty (30) days notice in such manner as We deem fit and You agree to be bound by such Terms as cancelled, revised or modified.

b.   These Terms shall be construed in accordance with the laws of Malaysia and You agree to unconditionally submit to the exclusive jurisdiction of the courts of Malaysia for determining all and any disputes related to the Terms.

DuitNow QR Terms and Conditions


In these DuitNow QR Terms and Conditions (“Terms”), references to “you”, “your” and “yours” refers to the BigPay customer who is utilising the DuitNow QR Service and has an e-money account with BigPay and reference to “we”, “our”, “ours” and “us” refers to BIGPAY MALAYSIA SDN BHD.

Definitions

“Account” means an E-money account offered by issuers of e-money.

“Business Day” means any calendar day from Monday to Friday, except a public holiday or bank holiday in Kuala Lumpur.

“Dynamic QR” means a QR Code that is generated after the merchant or recipient keys-in the amount of the payment or credit transfer.

“E-money” means a payment instrument that stores funds electronically in exchange for funds paid to the issuer of e-money and is able to be used as means of making payment to any person other than the issuer of e-money.

“Merchant” means businesses registered with the Companies Commission of Malaysia, sole proprietors and partnerships, government agencies, statutory bodies, societies, and other similar entities.

“DuitNow QR” means a service which facilitates industry wide ubiquitous payments or credit transfer by scanning the QR Code which complies with DuitNow National QR Standard.

“DuitNow QR Operator” means Payments Network Malaysia Sdn Bhd (Company No.: 200801035403 [836743-D])

“Recipient” means an individual who receives of funds via the DuitNow QR service.

“Static QR” means a QR Code displayed which requires the individual to key-in the amount of the payment or credit transfer.

“QR Code” means a two-dimensional barcode that can be read using the camera of a smartphone or mobile device that is equipped with QR reader.

1. Introduction

1.1          These Terms apply to and regulate your use of the DuitNow QR service offered by us. The DuitNow QR service allows you to transfer an amount specified by you from your designated BigPay Account to a Merchant or Recipient’s Account via the Merchant or Recipient’s QR Code.

1.2          These  Terms are in addition to and shall be read in conjunction with the terms and conditions set out in the BigPay Cardholder Agreement and any relevant terms and conditions governing any product, transaction and/or service provided by Us. In the event of inconsistent between the terms and coniditions, these Terms shall prevail in relation to DuitNow QR only.

2. DuitNow QR Service

2.1          If you wish to send funds via DuitNow QR, you must first download and install BigPay mobile application on your mobile device and select the Account to be used by BigPay for deduction of funds for payments made via DuitNow QR. BigPay App enables you to scan a Static QR Code or a Dynamic QR Code displayed at the merchant or on a mobile device.

2.2          You are responsible for ensuring that the transaction amount keyed-in or displayed on your mobile application screen is correct prior to confirming the transaction. The transaction amount keyed-in or displayed via the Merchant or Recipient’s QR Code shall be deemed by BigPay to be correct upon your confirmation of the transaction. BigPay is under no obligation whatsoever to verify that the amount paid by you matches with the Recipient’s amount.

2.3          We will notify you on the status of each successful, failed or rejected DuitNow QR transaction via any of our available communication channels chosen by you.

2.4          You acknowledge and agree the we shall have no duty to and shall not be required to take any steps to verify or seek any other confirmation from any party as to whether such Merchant or  Recipient is the intended party to receive the funds, and we shall not be liable for transferring the funds to such Merchant or Recipient even if such person is not the intended party.

2.5          Pursuant to Clause 2.4 above, you agree that once a DuitNow QR transaction is confirmed, it will be deemed irrevocable and you will not be able to cancel, stop or perform any changes to that DuitNow QR transaction.

3. Recovery of Funds

3.1          You have rights in relation to the investigation and recovery of mistaken payments, erroneous payments and unauthorised or fraudulent DuitNow QR transactions made from your Account as stated in Clause 4 and Clause 5 below.

4. Erroneous/Mistaken DuitNow QR Transaction

4.1          If you have made an erroneous DuitNow QR transaction, you may request for recovery of the funds within ten (10) Business Days from the date the Erroneous Transaction was made and we will work with the affected Merchant or Recipient’s bank to return the said funds to you within seven (7) Business Days provided the following conditions are met:

4.1.1      The funds were actually wrongly credited into the affected Recipient’s Account;

4.1.2      If funds have been wrongly credited, whether the balances in the affected Merchant or Recipient’s Account is sufficient to cover the funds recovery amount;

4.1.2.1   If the balances are sufficient to cover the recovery amount, the erroneously  credited funds may be recoverable; and

4.1.2.2   If the balances are not sufficient to cover the recovery amount, the erroneously credited funds may not be fully recoverable.

4.2          Request for recovery of funds between eleven (11) Business Days and seven (7) months from the date the Erroneous Transaction was made:

4.2.1      The affected Merchant or Recipient’s bank is fully satisfied that funds were erroneously credited to the affected Merchant or Recipient;

4.2.2      Deliver notifications to the affected Merchant or Recipients in writing regarding the funds recovery requests whereby the erroneously credited funds would be recovered  through debiting the affected Merchant or Recipients’ Account within ten (10) Business Days of the notifications unless the affected Merchant or Recipient provides reasonable evidences that the affected Merchant or Recipient is entitled to the funds in question. After fifteen (15) Business Days, if the affected Merchant or Recipient fails to establish their entitlement to the funds, the affected Merchant or Recipient’s bank shall debit the affected Merchant or Recipients’ Account and remit the funds back to you.

4.3          Requests to recover funds after (7) months from the date of the Erroneous Transaction:

4.3.1      The affected Merchant or Recipient’s bank is fully satisfied that funds were erroneously credited to the affected Recipient;

4.3.2      The affected Merchant or Recipient’s bank shall obtain from the affected Merchant or Recipient the decision whether to grant consent within ten (10) Business Days; and

4.3.3      Once consent is obtained, the affected Merchant or Recipient’s bank shall debit the affected Recipient’s Account and remit the funds back to you within one (1) Business Day.

5. Unauthorised or Fraudulent DuitNow QR Transaction

5.1          For DuitNow QR transactions which were not authorised by you or which are fraudulent, we will, upon receiving a report from you alleging that an unauthorised or fraudulent DuitNow QR  transaction was made, remit the funds back to you provided the following conditions are met:

5.1.1      We shall conduct an investigation and determine within fourteen (14) Calendar Days, if the unauthorised or fraudulent payment did occur;

5.1.2      If we are satisfied that the unauthorised or fraudulent payment Instruction did indeed occur and was not caused by you, we shall initiate a reversal process whereby all debit posted to Your account arising from the unauthorised or fraudulent Payment Instruction would be reversed.

6. Liability and Indemnity

6.1          You acknowledge and agree that, unless expressly prohibited by mandatory laws, we and the DuitNow QR Operator shall not be liable to you or any third party for any direct, indirect or consequential losses, liabilities, costs, damages, claims, actions or proceedings of any kind whatsoever in respect to any matter of whatsoever nature in connection with the DuitNow QR service offered by us arising from:

6.1.1      Your negligence, misconduct or breach of any of these Terms;

6.1.2      Insufficient funds in your Account for us to process the DuitNow QR transaction;

6.1.3      You have exceeded your daily transfer limit;

6.1.4      Any payment instruction given or purported to be given by you;

6.1.5      Any erroneous transfer of funds by you, including any transfer of funds to the wrong Merchant or Recipient or wrong third party; or

6.1.6      The suspension, termination or discontinuance of the DuitNow QR Service.

6.2          You shall indemnify, defend and hold us, our affiliates, and the DuitNow QR Operator harmless from and against any losses, damages, claims, demands, costs and all other liabilities or expenses, whether foreseeable or not, against us, our affiliates, and the DuitNow QR Operator resulting from or arising in connection with any fault, act or omission by you (including but not limited to your negligence, misconduct or breach of any of these Terms).

7. General

7.1 We reserve the right to revise at any time, such charges for the use of the DuitNow QR Service, by providing you with thirty (30) days notice. Such revisions shall take effect from the date stated in the notice. Where you continue to access or use the DuitNow QR service after such notification, you shall be deemed to have agreed to and accepted such revisions to such charges.

7.2 You acknowledge that We may terminate your use of the DuitNow QR Service with us for any reason, without prior notice.

7.3 You acknowledge that we have the right to change, restrict, vary, suspend or modify these Terms by providing you with thirty (30) days notice in such manner as we deem fit.

7.4 You consent to the collection, use and disclosure of your personal data (including contact details) by Us, our affiliates, our service providers and the DuitNow QR Operator as required for the purposes of the DuitNow QR Service.

7.5 These Terms are governed by and shall be construed in accordance with the laws of Malaysia.

Stash


Stash Terms And Conditions

This document is the contract between you, the Cardholder and us, BigPay Malaysia Sdn Bhd (“BigPay”), and contains the supplementary terms and conditions for “Stash”, which, construed and read together with the terms and conditions set out in the BigPay Card Terms and Conditions (Cardholder Agreement) and Terms of Use governing the BigPay Card and BigPay App, jointly governs the use of the Stash feature and which are binding on you (collectively “Stash Terms and Conditions”).  By accessing or using Stash, you agree to the Stash Terms and Conditions. Do not use Stash if you do not agree to be bound by these terms. 

All capitalized words, expressions and definitions used herein shall, except where the context otherwise provides, have the same meaning as defined and used in the BigPay Card Terms and Conditions (Cardholder Agreement). 

Stash is a feature which allows you to transfer funds from your Available Balance to a specifically designated sub-account in your Card Account (“Stash pool”) for later use and allows you to keep those funds separate from your Available Balance. With the Stash feature, the funds you transfer to Stash will be blocked and cannot be used for any Transaction and will be maintained in the Stash pool in your Card Account until you decide to withdraw and transfer the funds back to your Available Balance. In addition, with Stash, for any Transactions you make, we will round up the Transaction amount to the nearest Ringgit Malaysia (RM) figure and the difference between the Transaction Amount (payable to the merchant) and the rounded-up figure i.e. the spare change (“Round-Up Difference”) will be credited to your Stash pool in your Card Account.

You may activate Stash at any time subject to your Card being active and not blocked. Once you have activated Stash, you may transfer funds from your Available Balance to Stash and thereafter withdraw and transfer funds back from your Stash pool to your Available Balance at any time. Subject to the Purse Limit stipulated by BigPay, there is no limit to the amount you may transfer to or hold in your Stash pool.  

When you request for transfer of your funds from your Available Balance to your Stash pool by making the request in the BigPay App under the “Stash” tab screen, you authorize us to debit the funds from your Available Balance and credit the same to your Stash pool. This should generally be done immediately and you will see the funds reflected in your Stash pool in the BigPay App under the “Stash” tab screen. The same process will apply for when you withdraw and transfer funds from your Stash pool back to your Available Balance. You may contact our customer service if your transfer of funds is still not reflected in either your Stash pool or Available Balance within twenty-four hours. 

All Transactions will be rounded up only.  If your Available Balance is insufficient for the Round-Up Difference i.e. after you have made your Transaction, your Available Balance is less than the total Round-Up Difference, we will not round up your Transaction and we will not transfer the Round-Up Difference to Stash. 

For any cancelled or disputed Transactions where you are meant to receive a refund or reimbursement of the Transaction Amount from the merchant, the Round-Up Difference for that Transaction (which was credited to your Stash pool when you had performed the Transaction) will remain in your Stash pool and will not be transferred back to your Available Balance by us.

Any amounts maintained in your Stash pool can only be transferred to your Available Balance at your own request/action.  

Stash is not a savings account and you will not earn any interest on funds (including the Round-Up Difference) transferred to or maintained in your Stash pool. You cannot transfer funds in your Stash pool to your banking accounts or to third party accounts. You cannot withdraw funds from your Stash pool. 

Your Stash pool is tied to your Card Account and is not an independent or a separate wallet of its own. If you (or we) terminate your Card, your Stash pool is equally terminated and the balance of the funds in your Card Account will be refunded to you unless an Event of Default has occurred on your part.  

The terms and conditions contained herein shall prevail over any inconsistent terms, conditions, provisions or representation contained in any other promotional or advertising materials for Stash. 

We may at our absolute discretion from time to time, change or update any one or more of the terms and conditions contained herein. We may further suspend, discontinue or terminate Stash at any material time at our sole and absolute discretion and you shall have no grounds of action or claim against us for the same. We, our parent, affiliates, associated companies and subsidiaries including our respective employees, directors and representatives shall not be liable for any losses, costs, expenses or damages suffered or sustained by you for your use or misuse of Stash. 

On this page

Terms & Conditions

Terms of Use Mobile App

Product Disclosure Sheet

Referral Terms & Conditions

Fees & Charges

Fair Usage Policy

Privacy Policy

Security Alert

Chip & Pin

Remittance Terms & Conditions

Remittance Notice To Customers

Remittance License

Customer Charter

DuitNow

Stash

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