Updated GCash Terms and Conditions

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Welcome to GCash. Please read these terms and conditions (“Terms” or “Agreement”) before completing the registration for an account with GCash. The following Terms shall govern how you may access and use the products of GCash, the GCash Card, GCash Website, GCash App, and all other associated services (individually, “GCash Service” or collectively, “GCash Services”). By registering to GCash or using the GCash App, you accept and agree to be legally bound by these Terms and the terms of each GCash Service you are availing.

Please also read the Privacy Notice of GCash and Acceptable Use Policy before using any or a portion of the GCash Services. The Privacy Notice describes the purpose and manner of collection, processing, and sharing of your personal data when using the GCash Services, while the Acceptable Use Policy defines the set of rules for your compliance when using the GCash App. If you do not understand or do not wish to be bound by these Terms, the Privacy Notice, or the Acceptable Use Policy, you cannot access or use any of the GCash Services. Further, you acknowledge that you have fully understood and agree to be governed by the rules and regulations of each of the GCash Services you are availing.

These Terms shall be effective, valid, and binding from the time of your agreement, which is from the time of your download, activation, or use of GCash and will exist up to the time that it is terminated by you or us, save for those terms and conditions that will survive and remain effective after termination as stated in these Terms, pursuant to law or regulation, or whose operation necessarily requires survival after the termination.

GCash reserves the right to modify these Terms at any time. If there will be a material change to these Terms, GCash will provide you with 60 days advance notice or any such period as may be required by applicable laws, prior to such change taking effect. Change is considered “material” if there is significant alteration or modification in relation to your use of the GCash App as may be required by our regulators or applicable laws. You signify your acceptance of the modified Terms if you continue accessing or using the GCash App after you have been notified of such changes.

Any version of these Terms in a language other than English is provided for convenience, and you understand and agree that the English language version will control in case of any conflict in translation or meaning.

Under these Terms, the terms “GXI”, “GCash”, “GCash Group”, “we”, “us”, and “our” refer to G-Xchange, Inc. (GXI) including its directors, officers, employees, representatives, partners, service providers, affiliates, successor and assigns. “User”, “you”, and “your” refer to the individual who uses the GCash App and registers for, and avails of the GCash Services, and/or the GCash Card.

GCash is duly registered with and licensed by the Bangko Sentral ng Pilipinas (BSP).

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1. BASIC TERMS

1.1 You must be at least eighteen (18) years of age to register for a GCash account. By registering, you represent and warrant that you are at least eighteen (18) years of age and have the legal capacity to agree with these Terms. 

If you are below eighteen (18) years old, but above six (6) years old (“Minor”), parental consent or legal guardian consent will be required of you and your use of GCash would be governed by, and subject to, the terms and conditions of GCash Junior. Further, however, even with parental consent or legal guardian consent, your parent(s) or legal guardian shall remain to be the owner of the GCash Junior account, and shall comply and be bound by these Terms and the laws applying to Minors, including Republic Act No. 11930 otherwise known as Anti-Online Sexual Abuse or Exploitation of Children (OSAEC) and Anti-Child Sexual Abuse or Exploitation Materials (CSAEM) Act. Upon reaching the age of emancipation (18 years old), you will be given access to all GCash services and you acknowledge that these Terms shall be binding to you for as long as your GCash Account remains active and subsisting.  

Those ages six (6) years old and below are not allowed to register and use any of the GCash Services. 

GCash assumes no responsibility or liability for any misrepresentation of your age. 

By registering, you represent and warrant that you are of legal age as specified above, a Filipino citizen, and have the legal capacity to agree with these Terms. 

1.2 If GCash Services are for the use and for the benefit of a business entity, you represent, warrant, and covenant that you are duly authorized to do business on behalf of the business entity, and that your officers, employees, representative, and agents accessing or using GCash Services are duly authorized to access and use any of the said services and to legally bind you and/or your business entity to these Terms and all transactions conducted under your Username and password.

1.3 For your security, you can access and link your GCash Account using 1 mobile device only.

2. REGISTRATION FOR GCASH WALLET

2.1 When you accept these Terms, you are setting up your GCash Wallet that is associated with your mobile number. Depending on the specific GCash Service that you are availing, you will be asked to provide information such as your complete name, present and/or permanent address, date of birth, nationality, source of funds, employment data, photo of yourself, and signature in accordance with the KYC requirements of the BSP. We may also verify your registration information through a third-party verification partner/service provider, as we may deem necessary. In some cases, we may also ask you to provide additional details or information that can aid in verifying your identity.

2.2 You agree to provide all necessary information and render all reasonable assistance and cooperation that we may require to complete the verification process. The information you will provide will be used to determine if you are eligible to use any of  the GCash Services. We reserve the right to suspend, deactivate, or limit your access to your GCash Wallet and/or GCash Service if we are unable to obtain or verify your information. We will process your personal data in accordance with the requirements of the Data Privacy Act of 2012, its implementing rules and regulations, and the issuances of the National Privacy Commission (NPC). To know more about how we process your personal information and protect your privacy, please read the Privacy Notice of GCash.

2.3 You are responsible for providing accurate registration information, keeping your registration information up to date, and notifying us in the event of any changes to the same. In addition, as new GCash Services may become available or be offered on a select or promotional basis, supplementary information may be required from your end to enable or avail of the pertinent GCash Services.

2.4 You represent and warrant that:

1. you have complied with the SIM registration requirements of the Republic Act No. 11934 otherwise known as the SIM Registration Act, and
2. you are the owner of the SIM you used for GCash App registration.
   

2.5 For Globe and TM SIMs and subscribers, the registration process may also be done via USSD (by dialing *143#).

2.6 You have the option to obtain the GCash Card and link it with your GCash Wallet. GCash will store in its system all information relating to your GCash Card, including but not limited to your transaction details. The GCash Card is only available for Philippine-GCash registered users.

3. DEFINITIONS

“Biller” shall refer to the utility company and the like, accredited by GCash to accept bills payment using GCash App.

“Biometric” shall refer to the User’s measurement and analysis of unique physical or behavioral characteristics (such as the face, fingerprint, or voice patterns), especially as a means of verifying personal identity.     

“Cash-in” shall refer to the process of loading cash into the GCash Wallet.

“Cash-out” shall refer to the process of withdrawal of cash from GCash Wallet.

“Claim(s)” shall refer to all kinds of claims, demands, losses, costs, expenses, damages, or liabilities of any kind, suits, actions, assessments, judgments, payments, fines, interest, penalties, and other charges, including all reasonable attorneys’ fees and costs of investigation, litigation, settlement, or judgment. 

“GCash” shall also refer to a form of electronic money (“e-money”) that allow Users who registered to GCash Service to easily and conveniently send and receive cash as well as make payments electronically.

“GCash Accredited Merchant” shall refer to an establishment that accepts either GCash or GCash Card or both as payment for the purchase of goods and services.

“GCash App” shall refer to the GCash Service application running on mobile devices where the User can avail of the GCash Service or make use of the GCash Wallet.

“GCash Card” or “Card” shall refer to a prepaid card linked to a GCash Wallet which can be used for online purchases, Point-Of-Sale (“POS”) purchases, and Automated Teller Machine (ATM) cash withdrawals. The card is also accepted by accredited merchants worldwide.

“GCash Group” shall refer to (i) GXI, (ii) its affiliates and subsidiaries, including Globe Fintech Innovations, Inc., and Fuse Lending, Inc.; (iii) GXI’s business partners, service providers, and other third-party partners contracted by it to conduct its business operations; and (iv) their respective shareholders, directors, officers, employees, agents, representatives, assigns, and anyone acting under their direction or in their behalf.

“GCash Partner Outlet” or “GPO” shall refer to establishments authorized by GCash to accept Cash-in and Cash-out transactions.

“GCash Wallet” or “GCash Account” shall refer to an e-money instrument that stores Philippine Peso (₱) value which resides in the GCash system. It is an account that is linked to the User’s mobile Subscriber Identity Module (“SIM”) card and which may or may not be evidenced by a physical GCash Card. Functionalities include but are not limited to, transfer of funds, payments of goods and services, over-the-air reload of airtime, and balance inquiry. Your GCash Wallet or GCash Account is not a multicurrency wallet and account, which means it can only receive, transfer, or process transactions using Philippine Peso (₱) currency.

“GCash Overseas” shall refer to the GCash Service that allows Filipinos to register for a GCash Account that is created outside of the Philippines using a non-Philippine SIM.

“GCash Overseas User” shall refer to Filipino citizens residing outside of the Philippines with a fully-verified GCash Overseas account.

“GCash Website” shall be used to officially represent GCash on the internet, where visitors may register to create an account. Users are also provided with information about products and services.    

“Know Your Customer” or “KYC” shall refer to the process of establishing the identity of the User as required by the BSP, also known as Customer Verification.

“Mobile Personal Identification Number” or “MPIN” shall refer to the four (4)-digit security personal identification number of, and nominated by, the User that is used for all GCash transactions. It is also used for both POS and ATM transactions.

“One Time Pin” or “OTP” shall mean an automatically generated numeric or alphanumeric string of characters that is sent to the registered mobile number of the user to authenticate a certain transaction or login session.

“Personal QR/P2P QR / Transfer QR” shall refer to a specific QR code associated with the GCash Account that allows Send Money transactions.

“Peer-to-Peer/Person-to-Person (P2P) Express Send” shall refer to the existing send money service which allows a GCash Sender to send money to a GCash Receiver.

“Short Message Service” or “SMS” shall mean a communications protocol allowing the interchange of short text messages between mobile telephone devices. This includes the SMS or E-receipt sent to User’s GCash App inbox.

“Unstructured Supplementary Service Data” or “USSD” shall mean the protocol used by telecommunications companies to communicate with the service provider’s computers.

“Unauthorized Transaction” shall mean when an account is compromised without providing any confidential information (answers to security questions, MPIN, and/or OTP) that may lead to the access of a User’s account.     

4. ACCOUNT SECURITY

4.1 You shall keep your MPIN, GCash Card number, OTP, and other GCash Account data confidential and secure at all times. These shall not be disclosed to anyone. You shall be responsible for the security of your GCash Wallet and/or GCash Card, the SIM, and your MPIN. All transactions made using the GCash Wallet or Card are conclusively presumed made by you, and you shall be liable therefor.

4.2 You agree to assume full responsibility and liability for all transactions made in your GCash Account. You acknowledge and agree that your MPIN is known only to you and as such, any transaction using your MPIN and/or OTP shall be presumed to be done by you. 

4.3 You agree that GCash, at its sole discretion, is entitled to act on the instructions received from you through the GCash App or web facility after the entry of your MPIN or Biometric authentication. You shall hold GCash free and harmless from any Claims arising from the use of your MPIN or OTP, unless such Claims are due to the gross negligence of GCash.

4.4 The security and proper care of the GCash Account, SIM/ GCash Card, as well as the confidentiality of your MPIN and OTP shall be your sole responsibility.

4.5 In case of loss of mobile phone, SIM, or GCash Card, you shall immediately inform GCash by submitting a ticket through the GCash Help Center (“Help Center”), or by calling GCash’s 2882 hotline (“Hotline”) the moment you have discovered such loss. You agree that GCash shall temporarily deactivate your GCash Wallet and/or GCash Card until you request activation. All transactions made using your GCash App, GCash Wallet, and GCash Card prior to the report of the loss shall continue to be the liability of the User. You shall hold GCash free and harmless from any Claims arising from the loss of your mobile phone, SIM, or GCash Card.     

5. GCASH WALLET

The GCash Wallet is a reloadable e-money instrument. It is not a deposit account, and it is not covered by the Philippine Deposit Insurance Corporation (PDIC). It does not earn interest. However, it is subject to the rules and regulations of the BSP, the Anti-Money Laundering Act (AMLA), as amended, and the Data Privacy Act of 2012, its implementing rules and regulations, and other related laws, rules, and regulations. The value loaded in your GCash Wallet may be used to transfer or send money between GCash Wallets via Peer-to-Peer/Person-to-Person (P2P) Express Send or Personal QR/P2P QR/Transfer QR, and purchase goods and services via (a) quick-response or “QR” code scan payment method through the GCash App, or (b) POS/offline or online payment system through the use of the GCash Card.

6. GCASH WALLET SEND MONEY FEATURES

You can send or transfer money from your GCash Wallet to third parties using your GCash Account through the following send money features:

Express Send is a send money feature that allows fully verified users to send money to another GCash user. If you are a GCash Overseas user, the Express Send feature only allows sending to users with a fully verified Philippines-based GCash account.

Personal QR is an additional option available when you use the Express Send feature. Instead of inputting a mobile number, you may scan or import a Personal QR code. For GCash Overseas Users, the Personal QR feature only allows sending to users with a fully verified Philippines-based GCash account.

Send with A Clip is a feature for fully verified users that enhances your send-money experience by enabling you to attach themes, images, audio, and video.

Send Gift (Depending on the season, the service may appear as Send Ang Pao, Send Love, or Send Pamasko) is a feature for fully verified users that will allow you to send money to multiple recipients and attach a theme.

KKB - This product aims to translate an already existing real-life scenario of splitting a bill, payable, or utility payment among friends into a digital service and/or functionality on the GCash App. This should be able to provide the core functions for doing KKB such as computing the total bill, splitting and assigning the payables, request and settling payments between peers.

Request Money is a feature that allows fully verified users to request money from their friends or loved ones who are also GCash users. 

Send Money to Bank (Bank Transfer)  is a feature that allows you to transfer funds from your GCash Wallet to partner banks or other e-money issuers. For the transfer of funds to partner banks, you may transfer funds immediately by providing the account details and completing the fund transfer transaction, or you may opt to transfer funds, at a later date, or on a regular scheduled date through GCash’s scheduled fund transfer feature. You can save the bank account details (i.e. account number, transfer date, and amount to be transferred) and GCash will auto-deduct such amount and transfer funds to your nominated bank account on the schedule you have set for the fund transfer. Your GCash Wallet must be sufficiently funded on the scheduled date of transfer. This feature is available to GCash Overseas Users.

Domestic Remittance (GCash Padala) is a feature that enables fully verified users to send money to non-GCash users. To receive money, the recipient must register via the GCash App or receive the money through any participating GCash partner outlet. 

7. CASH-IN AND CASH-OUT

You may Cash-in Philippine Peso (₱) value into your GCash Wallet through the following means:

(a) through mobile banking service which allows you to transfer Philippine Peso (₱) amount from your qualified bank account into your GCash Wallet;

(b) through GCash Pera Outlet (“GPO”) where you may personally hand over Philippine Peso (₱) cash (bills/coins) for the amount to be cashed into your GCash Wallet; or

(c) Phone-to-Phone/Person-to-Person transfer which allows you to transfer Philippine Peso (₱) amount from your GCash Wallet to another GCash Wallet. 
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You may Cash-out your GCash funds to Philippine Peso (₱) by: 

(a) using your GCash Card through participating ATMs subject to applicable bank charges; or

(b) through any GPO subject to minimum and maximum Cash-out amount limits as may be imposed by GCash. 
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For GCash Overseas Users, you may cash in via GCash’s global partners. If you are a GCash Overseas User, you may link your GCash Account with partner banks and financial institutions and withdraw funds from such accounts through the GCash App.

8. TRANSACTIONS WITH MERCHANTS

For online purchases, diligence is expected of the User to only transact with reputable merchants. You acknowledge and agree that your online purchases are made at your own risk. GCash makes no representations or warranties of any kind, express or implied: (i) about the quality, quantity, completeness, fitness for a particular purpose, and/or results of the merchants’ products or services paid for by the User through GCash or made accessible by GCash to the Users through the GCash App; (ii) on how you will receive the products and/or services that you purchased from the merchant; or (iii) for any remedies on undelivered products and services, or any defects, damages, and after-sales services. Transactions you have with a merchant shall be subject to such merchant’s terms and conditions, including terms and processes for purchase, return, and refund.

You may agree with a merchant to use GCash as the payment channel for future purchases with that merchant. This agreement is between you and the merchant and allows the merchant to take funds from your GCash Account with your authorization on a one-time, regular, or sporadic basis. Examples of automatic payments that can be arranged by you either with a merchant or with GCash include those that GCash calls a "billing agreement," "subscription," "recurring payment," "reference transaction," "pre-authorized debit", "preauthorized transfer" or "preapproved payment."

You may cancel an automatic payment up to two (2) business days before the date of the next scheduled payment from your account settings or by contacting the merchant directly. Once an automatic payment is canceled, all future automatic payments under your agreement with that merchant will be stopped. If you cancel an automatic payment, you may still owe the merchant funds for the purchase of their products or services or have additional obligations to the merchant for any products or services that you received but have not paid for and you may be required to pay the merchant through alternative means. 

You acknowledge that GCash is not involved in any of your transactions with the merchants, and is only used as a payment channel or a platform such that merchants’ products or services are accessible to Users through the GCash App. You further acknowledge that GCash does not represent any merchant. As such, GCash is not responsible and liable for the acts and/or omissions of the merchants and any liability arising from your transaction with the merchants. You shall therefore indemnify, defend, and hold GCash Group harmless from any Claims arising from your transactions with merchants using the GCash App.

9. PAY BILLS

Payment of bills does not require a printed receipt from the biller. GCash shall be affiliating billers to accept payments via the “Pay Bills” menu. For this transaction, the User selects the biller to be paid, and inputs payment details and the amount to be paid. Once the details are inputted, the User shall be directed to a summary page with the payment details for User’s confirmation. An SMS/E-receipt will be sent to your GCash Account which confirms the payment transaction.

The use of your MPIN upon log-in to GCash Account shall be sufficient evidence that you have authorized the payment transactions. The transaction reference no. in the SMS/E-receipt shall be your proof of payment to the biller.

Erroneous transactions shall be deemed successful and shall follow a “No Refund” policy if the erroneous transaction, after investigation by GCash, is proven to be due to the User’s mistake or error (e.g. input of wrong recipient details or wrong biller). The result of GCash’s investigation shall be final and conclusive.

You may opt to pay your bills immediately, at a later date, or on a regular scheduled date through GCash’s scheduled bills pay feature. You can save biller details (i.e. account number, due date, and amount due) and GCash will auto-deduct such amount and remit your payment to your nominated biller on the schedule you have set for payment. Your GCash Wallet must be sufficiently funded on the scheduled date of payment. The Bills Pay feature is available to GCash Overseas Users.

10. PINOY CHANNEL

Pinoy Channel is a feature that allows GCash Overseas Users to access the mini program platform of GCash’s partner merchants within the GCash App. With Pinoy Channel, Users will be able to access, register and sign in, transact, and pay partner merchants using GCash. Payment of Users for the transactions with their partner merchants will be deducted from the User’s GCash Wallet.

11. AIRTIME LOAD AND MICROPAYMENTS

Loading of airtime credits and/or payment of products and services to GCash-accredited merchants using funds from a GCash Wallet shall be available via keyword-based commands or menu-based transactions. This feature is also available to GCash Overseas Users. 

For USSD, the SMS sent to the User shall be sufficient evidence that the User authorized the transaction and therefore, cannot be disputed by the User. The same rule shall apply for menu-based transactions, once the User keys in his MPIN. In both cases, the transaction reference number in the SMS/E-receipt confirmation shall be the User’s proof of payment.

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12. TRANSACTION AND WALLET LIMIT

User’s GCash Wallet is subject to transaction and/or GCash Wallet limits (“Limits”). The Limits are applied on a per User basis and not on a per-wallet basis. If a User has multiple GCash Wallets under his name, Limits shall be shared across all the GCash Wallets linked to the User’s profile.

GCash may:

1. decline succeeding transactions or suspend GCash Services when Limits are reached;
2. charge User an over-limit fee if the Limits will be reached or have been exceeded in a given month or within such period as determined by GCash. The over-limit fee may be applied on every successful transaction in excess of the Limits and shall be automatically deducted from the User’s GCash Wallet, and/or
3. increase or decrease the Limits.

13. GSCORE

GCash will generate your GScore to determine your eligibility to avail yourself of the wide range of GCash Services. To know more about GScore, please read the GScore FAQs

14. ACTIVATION AND DEACTIVATION OF GCASH WALLET/CARD FEATURES

GCash has the prerogative to activate or deactivate GCash Wallet features whenever it deems appropriate and necessary. Reactivation may be done upon the request of the User and approval of GCash.  GCash may charge a fee upon reactivation of some of GCash Wallet features.

All fully verified KYC’d Users, excluding GCash Overseas Users, postpaid or prepaid, are qualified to apply for a GCash Card, subject to the terms and conditions for the use of the Card, as may be modified by GCash from time to time.

A User can have more than one GCash Wallet registered under his name. However, only a maximum of three (3) GCash Cards can be linked to a GCash Wallet.

Any person without legal impediment may apply for a GCash Card. Minors who are at least seven (7) years old may apply for GCash Card through their parent or guardian, and such Card shall remain under the exclusive control of the parent or guardian until the minor reaches the age of majority in which case, exclusive control passes to the latter.

Any GCash Card issued to the User is non-transferable. GCash may suspend or terminate the use of the GCash Card for whatever reason it deems fit. The User agrees to surrender the GCash Card upon demand by GCash. In the event of any suspension, termination, or confiscation of the GCash Card, the User agrees to hold GCash Group free and harmless from any Claims arising from such suspension, termination, or confiscation, unless the Claims are proven to be due to GCash’s gross negligence.

In the event of any unauthorized use of the GCash Card, GCash Group shall not be liable for any inconvenience or damage caused to the User, unless the unauthorized use of the GCash Card is proven to be due to GCash’s gross negligence.

15. LOYALTY OR REWARDS PROGRAM

GCash may and has the prerogative to provide a loyalty or rewards program to its select users.

16. FEES, RATES, AND OTHER CHARGES

The User shall pay a fee for the GCash Card application or renewal, if any. GCash may waive such fees at its sole discretion and for whatever reason. The User agrees to pay other fees and charges related to his GCash Wallet/Card and its use, as may be imposed by GCash, such as but not limited to, ATM Withdrawal, Cash-in, and Cash-out fees. You will be notified of the applicable fees and charges prior to completing a transaction and such fees and charges shall be debited from your GCash Wallet or you may opt to pay it upfront. You authorize GCash to debit from your GCash Wallet the fees and charges corresponding to the use of the GCash Card and/or GCash Services you have availed of.

GCash may charge dormancy maintenance fees (“Dormancy Fee”) to GCash Wallets that have not been used for any monetary transaction at least six (6) months from the date of the last transaction but with available balance in the GCash Wallet. GCash will provide thirty (30) days prior notice to the User if it will impose a Dormancy Fee and the amount of such fee. The Dormancy Fee may be automatically debited from the GCash Wallet.

GCash Wallets with zero balance and have been inactive for six (6) months shall be automatically deactivated without further notice. To know more about GCash fees, please visit our Help Center.

17. TRANSACTION HISTORY SETTLEMENT

Upon the User’s request, GCash shall send a copy of the GCash transaction history statement (“Statement”) via the registered email address of the User. The mere act of GCash in sending the statement to the registered email address of the User is a conclusive presumption that the User has received the same. GCash Group shall be held free and harmless from any Claims should the Statement be received and read by any person other than the User. Neither may User thereafter raise the defense that he failed to receive the Statement. In all instances, the User may inquire about the Statement by contacting the Help Center or the Hotline. GCash may charge a fee for Statement requests.

18. DISPUTES AND ERRONEOUS TRANSACTIONS

The details in the SMS/E-receipt in the GCash App after every successful transaction and the entries in the Statement are presumed accurate unless the User notifies GCash in writing of any dispute it may have thereto within fifteen (15) days from the date of transaction. If no dispute is reported within the said period, all transactions and the entries in the Statement are considered conclusive and accurate. Disputed transactions shall only be credited back to the User’s GCash Wallet once the dispute has been properly processed, investigated, and proven to be in favor of the User. On the other hand, there shall be no reversals for transactions made through key-word based commands and erroneous transactions made by the User.

In case of errors or questions about your transactions, you shall inform GCash through the Help Center or the Hotline within fifteen (15) business days from the date of the transaction. In such a case, You allow GCash to conduct an investigation within ten (10) to forty-five (45) business days from receipt of your notice. "Error" means an incident in which your GCash Wallet is mistakenly debited or credited, or when a transaction is incorrectly recorded in your GCash account.

19. PHONE AND GCASH WALLET /CARD SECURITY

The User shall be responsible for the security of the GCash Wallet/Card, the enabled phone’s SIM, and his MPIN. All transactions made using the GCash Wallet/Card are conclusively presumed made by the User and the User shall be liable therefore.

20. LOSS OF GCASH REGISTERED SIM/CARD

The security and proper care of the GCash registered SIM/GCash Card, as well as the confidentiality of MPIN, shall be the User’s responsibility.

In case of loss of GCash registered SIM/GCash Card, the User shall immediately inform GCash through the Help Center or the Hotline within twenty-four (24) hours from the discovery of such loss. Suspension of the GCash Wallet and/or Card due to reported loss shall be processed by GCash only upon proper verification of the phone call or written report/affidavit, as the case may be. All transactions made prior to the report of the loss shall continue to be the liability of the User. GCash may issue a replacement Card upon the request of the User and at its cost.

21. SUSPENSION OR DEACTIVATION OF GCASH ACCOUNT OR CARD 

You acknowledge that, in the following cases, GCash has the right to suspend or deactivate your GCash Account and/or Card depending on the ground for suspension or deactivation:

1. the information and documents provided by the User to GCash, including those required for KYC, is/are fictitious, false, or forged; 
2. the GCash Account is being used by an unauthorized person, for fraudulent/suspicious transactions, or unlawful activities;
3. If you abuse the use of your GCash Account, including using the same for purposes or transactions not intended or authorized by GCash or these Terms; 
4. The GCash Wallet is dormant. The GCash Wallet is considered dormant if it has no monetary activity or with zero (0) balance for at least six (6) months from the date of the last transaction;
5. when the suspension or deactivation is pursuant to an order of a governmental agency, court, or is pursuant to any law and/or regulation; or
6. When suspension or deactivation is due to noncompliance or violation of applicable laws or orders of governmental agencies, including the Republic Act No. 11934 or otherwise known as the SIM Registration Act.

You further acknowledge that GCash has the absolute discretion and for whatever reason to:

1. refuse to complete a GCash transaction;
2. increase or decrease the limit of your GCash Wallet; 
3. to refuse, re-issue, renew, or replace your Card; 
4. to amend, modify, restrict, or terminate your use of the GCash App; and/or 
5. suspend or deactivate your use of the GCash App or your access to any or all of GCash Services;

GCash has the right to hold the release of the funds in your GCash Wallet if the same is subject to an investigation or claim until the matter is resolved.  

In the event that your GCash Account has been deactivated for whatever reason and you request for account recovery or reactivation, you agree that you will comply with the account recovery or reactivation requirements of GCash. GCash, at its discretion, may reject or allow such requests depending on the facts and circumstances, including the reason for the deactivation of your GCash Account. 

The User shall hold GCash Group free and harmless from any Claims arising from this section unless such Claims are proven to be due to the fault or gross negligence of GCash Group. 

22. LIMITS ON LIABILITY

GCash makes no warranty, express or implied, regarding GCash Services.

The GCash Services are offered on an “AS IS” and “AS AVAILABLE” basis without warranties of any kind, other than warranties that are incapable of exclusion, waiver, or limitation under the applicable laws. Without limiting the generality of the foregoing, GCash makes no warranty: (1) as to the quality or accuracy of transactional data or information received or transmitted using the GCash App; (2) as to any product or service obtained using the GCash App; (3) that the GCash products or services will be uninterrupted or error-free; or (4) that any particular result or information will be obtained.

GCash shall not be liable for any Claims arising from, in connection with, or as a result of any acts or circumstances that are beyond its control, including:

1. refusal of any bank, financial institution, ATM, or Merchant establishment and the like to allow, accept, or honor GCash;
2. For any unauthorized transaction;
3. If the User is unable to perform or complete any transaction due to service unavailability of the SIM provider; 
4. any Claims or delay, interruption, or termination of the GCash transaction due to reasons beyond GCash’s control; including force majeure, the action of governmental agencies or third parties, or change in legislation; hacker attack or intrusion or outbreak of a computer virus, loss of information or records or inability of the User to complete any transaction due to the destruction, breakdown, or malfunction of the platforms or systems that is not caused by GCash, material effect caused by technological adjustment made by third parties, temporary or permanent shutdown caused by governmental authorities, or other technological program errors;
5. theft or unauthorized use of GCash Wallet or Card or any Claims payable by User to the third party by; and/or 
6. any misrepresentation, fraud, or misconduct by any third party.

You agree that in the event of any dispute or Claim arising from these Terms due to GXI Group’s fault, gross negligence, or willful misconduct, the sole and exclusive remedy available to the User and the liability of GXI Group shall be the award and the amount of actual damages as determined and granted by a court of competent jurisdiction.

23. FRAUDULENT OR SUSPICIOUS TRANSACTIONS

Without need of a court order or prior notice to the User, GCash has the right to suspend or deactivate your GCash Account and/or Card in the event that GCash has reason to believe that your GCash Account is or may be used for fraudulent or suspicious transactions or by an unauthorized person.

Subject to GCash’s investigation of any claim, GCash has the right to debit from your GCash Account any and all amounts representing, involving, or relating to the proceeds of a fraudulent or unlawful activity, which GCash shall credit to the defrauded or otherwise injured Users.

The User shall hold GCash Group free and harmless from any and all Claims arising from this section unless the User has proven GCash’s fault or negligence.

24. NON-TRANSFERABILITY

The GCash Wallet and Card may not be assigned, transferred, or used by any person other than the User.

25. DATA PRIVACY

To know more about how we collect, process, share, and protect your personal data when using the GCash Services, please read our Privacy Notice.

26. GOVERNING LAW AND VENUE OF LITIGATION

This Agreement shall be construed, interpreted, and governed by Philippine laws. Venue of all suits or legal actions in connection with this Agreement shall exclusively either be at Taguig City, or at any venue at the sole discretion of GCash, to the exclusion of all other venues.

27. NON-WAIVER OF RIGHTS

Failure or delay on the part of the GCash Group or User to exercise its rights or remedies under these Terms and applicable laws shall not operate as a waiver of the same.

28. SEPARABILITY CLAUSE

Should any of the Terms of this Agreement be rendered void, illegal, or unenforceable in any respect under any law, the validity, legality, and enforceability of the remaining Terms shall not be affected nor impaired thereby.

29. AGREEMENT

You agree to be bound by the Terms governing the issuance and use of the GCash Wallet and Card upon your signing on the signature panel at the back of the Card and/or downloading or activating or using GCash Wallet. Should you disagree with these Terms, you shall cut the GCash Card in half, and call or provide GCash with a written notice of cancellation through the Help Center or the Hotline, otherwise, you shall continue to be liable for all charges incurred through the use of the GCash Wallet or Card.

30. CONSENT

Consent given by the User to a subsidiary or affiliate of GCash for any of GCash Services involving the use, processing, and/or disclosure of the User’s GCash Account information shall be deemed to be consent given to GCash.

31. CUSTOMER COMPLAINTS HANDLING PROCESS

GCash is committed to maintaining the highest standards of financial consumer protection. Your requests, feedback, and customer needs are our priority. If you have any concerns about a procedure or have encountered a problem with our service, including lost or stolen E-Money, visit the GCash Help Center and use the Help Feature (Live Chat) or submit a ticket.  You may also call our hotline 2882 for Globe/TM and (02)7213-9999 for other networks.  All information disclosed shall be treated with the utmost confidentiality and will be resolved in the most efficient and effective manner.

GCash maintains full cooperation with the BSP in Financial Consumer Protection. You may coordinate with BSP’s Financial Consumer Protection Department at (632) 8708.7087 or (632) 8708.7088). You may also email BSP at consumeraffairs@bsp.gov.ph.
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32. GCASH CUSTOMER PROTECT PROGRAM

GCash Customer Protect Program (“Program”) is our assurance that funds lost due to unauthorized transactions made from your GCash Account may be recovered subject to the Terms set forth herein.      

You have the obligation to ensure the safety of your GCash Account. However, when an unauthorized transaction occurs in your GCash Account or Card not attributable to your fault or negligence, GCash may provide compensation for eligible Unauthorized Transactions. An “Unauthorized Transaction” occurs when your GCash Account is compromised without disclosure of any of your confidential information (e.g. answers to security questions, MPIN, and/or OTP) and without your fault or negligence that led to unauthorized individuals accessing or using your GCash Account.

If you believe that an Unauthorized Transaction has occurred in your GCash Account, immediately notify GCash through the Help Center or the Hotline. Our customer care agents will guide you in filing a dispute.

To be eligible for the Program, Unauthorized Transactions must be reported within fifteen (15) days from the occurrence or discovery of the Unauthorized Transaction, whichever is earlier. GCash reserves the right to refuse acceptance of the claim for compensation if the disputed transaction was reported beyond the 15-day prescribed period.

In order to initiate the investigation and process the claim, you must provide the information and documents requested by GCash, which may include the following:

1. Filled out the dispute form found in the Help Center with the complete narration of the incident, 
2. copy of valid ID with signature; and/or
3. other forms of proof of identity, information, or document that may be requested by GCash in connection with the incident. 
   

Once GCash is notified with the complete information of the claim, and the duly filled out dispute form is received, GCash will conduct an investigation to determine and validate the claim. 

The Program will only cover Unauthorized Transactions initiated and completed in the GCash App and GCash Card.

For stolen Cards and mobile phones, the User must report the same to GCash through the Help Center or the Hotline and request blocking of the GCash Account and Card within twenty-four (24) hours from the occurrence or discovery thereof, whichever is earlier. 

Losses and liabilities due to security breaches and system failures without fault or negligence of the User will be settled on a case-to-case basis depending on the circumstances that resulted in such security breach or system failure and at the sole discretion of GCash. The User acknowledges that it shall be accountable and liable for Losses and liabilities due to security breaches or system failures arising from the User’s fault or negligence.

33. SCOPE OF THE CUSTOMER PROTECT PROGRAM

Depending on the result of the investigation, the User may be compensated by GCash for the Unauthorized Transaction if the root cause thereof is due to the fault or negligence of GCash.

The Program will not apply to the following:

1. Unauthorized Transactions that have been reported beyond the prescribed 15-day period;
2. Account takeover cases wherein the User disclosed or shared his security credentials such as one-time PIN or MPIN;
3. Swindling cases wherein the GCash transaction was initiated by the User; 
4. Fraud incidents wherein the system that was compromised is not owned and controlled by GCash; 
5. Users who did not comply with GCash’s identity verification process; 
6. When the User is found to be at fault or negligence resulting in the occurrence of an Unauthorized Transaction; and/or
7. The User refused the blocking of the GCash Account and/or Card despite the occurrence of the loss of mobile phone/Card and/or the discovery that the User’s GCash Account has been accessed or used by persons other than the User.