1.1 The Cardholder directly comes to VIB to receive the Card/ PIN code or authorizes in writing another person to receive the card/ PIN code and together with VIB sign the Minutes of delivery and receipt of the card/ PIN code. The document authorizing another person to receive the Card (i) must be made directly at VIB, stamped with VIB's confirmation stamp, which is made in two (02) originals and each party keeps one (01) original or (ii) must be notarized and authenticated according to the provisions of law and one (01) original is delivered to VIB.

1.2 The Cardholder needs to change their PIN code at an ATM or on VIB's electronic banking service channel through the Internet Banking service website or on the Mobile Banking Application (MyVIB) when using the Card for the first time or upon receipt of their reissued PIN code.

1.3 The Cardholder must come to receive the Card within 90 days from the date VIB issues the Card. The date VIB issues the Card is the date VIB sends a notice message to the Cardholder's registered phone number or email or informs through other forms according to VIB's regulations from time to time about the Card issuance by VIB. After this period, the Card will be automatically canceled and the Cardholder must pay the issuance fee and is not entitled to any complaints or lawsuits against VIB.

1.4 The Cardholder (1) needs to sign the signature strip on the back of the Card immediately upon receiving the Card, (2) must not allow anyone else to use the Card, (3) preserve the Card and keep the personal identification number ("PIN"), other Cardholder identification numbers, Information on the Card, transaction information confidential, (4) do not disclose the Information on the Card.

1.5 The Cardholder is responsible for all Amounts to be Paid in Article 3.5 as well as all related fees specified in these Terms without being affected by the termination of these Terms.

2.1 Available Limit: Is the maximum amount of money the Cardholder is allowed to spend at any one time. Available Limit is equal to the Available Balance of the Card Account.

2.2 Transaction Limit: Each Card is assigned a limit for each type of card - based transaction upon VIB’s sole discretion from time to time and it is posted on VIB's official website.

3.1 Card - based transaction is the use of the Card at card acceptance units with the Napas logo to deposit, withdraw cash, pay for goods and services at POS and use for other transactions that VIB provides at each period.

3.2 Cash withdrawal transaction is any type of transaction in which the Cardholder receives cash through ATMs or other methods in accordance with the provisions of law and VIB's regulations.

3.3 For payment transactions for goods and services, VIB is not responsible for the method of providing goods/ services and any refusal by the Card Acceptance Unit (except for errors of techniques related to the use of VIB Cards). VIB assumes no responsibilities for any issues related to any goods or services provided to the Cardholder in any way. The Cardholder's complaint against the Card Acceptance Unit will not exempt the Cardholder from his obligations to VIB under these Terms.

3.4 Card - based transactions are debited to the Card Account in Vietnamese Dong.

3.5 VIB has the right to automatically debit the Cardholder's Card Account for fees related to Card use, Card - based transactions and erroneous or inaccurate Credits to the relevant Cardholder's Card Account. to use the Card according to VIB's regulations (hereinafter referred to as "Required Amounts to be paid"). If the Card Account does not have enough Available Balance to pay the Required Amounts to be paid, VIB has the right to automatically debit any Cardholder's payment Account at VIB to collect these Required Amounts to be paid.

From time to time, VIB may introduce to Cardholders new products, services or accompanying support to meet Cardholders' requirements, including but not limited to requests to open/ lock the Cards, change information, reissue Card/ PIN code and any other services. Cardholders can contact VIB to learn more about how to use or how to set up requests for these services. Cardholders need to carry out procedures and submit relevant documents to register for the above services according to VIB's regulations from time to time.

New products and services are governed by specific terms for those products and services. In case of any conflict between those specific terms and the provisions in these Terms herein, the specific terms for those products and services will apply.

5.1 If the Card and/ or PIN is lost, stolen, has information disclosed or is used to perform fraudulent or counterfeit transactions (hereinafter collectively referred to as “illegally used cards”), the Cardholder must Immediately notify any branch or business unit of VIB in writing by calling from the cardholder's phone number registered at VIB or to the Customer Care Department in 24 / 7 by the provided phone number. Updated on VIB's official website. VIB will immediately lock the Card and will confirm the processing of the notice received from the Cardholder in writing, or email, or by phone from the Customer Care Department in 24 / 7 or any other form that VIB deems appropriate within 07 working days from the date VIB receives the Cardholder's written notice.

5.2 If the Card is misused before VIB confirms according to Article 5.1 of processing the notice received from the Cardholder, the Cardholder must be fully responsible for loss and damages and compensate for related loss incurred by VIB due to the misused Card (if any). The Cardholder acknowledges and agrees that the Cardholder is first and foremost responsible for paying VIB all fees and total transaction value of the Card - based transactions performed by the illegally used card (if any) before VIB has any confirmation.

5.3 In the event that the card - based transactions are abused after VIB has confirmed in accordance with Article 5.1 that the notice received from the Cardholder has been processed, VIB is obliged to compensate the Cardholder for loss and damages caused by abused card - based transactions after VIB's confirmation is available. 

6.1 Requests for investigation and complaints related to the Card (if any) are received at any branch or business unit of VIB, or through the Customer Care Department in 24 / 7 at the updated phone number from VIB's official website, the Cardholder must add a request for investigation and complaint according to VIB's form at any branch or business unit of VIB or send the application (scanned copy) to the email address of the Customer Care Department in 24 / 7 according to VIB's investigation and complaint handling procedures.

6.2 If the Cardholder authorizes another person to request investigation and complaint handling, the Cardholder shall comply with the provisions of law on authorization and in accordance with these Terms and Conditions.

6.3 Requests for investigation and Handling Complaints related to Card - based transactions must comply with the regulations of VIB and the Card Manufacturer under which the Card is branded. VIB and the Cardholder when resolving investigations and complaints will be bound by the results of the investigation and complaints and be governed by these regulations.

6.4 The Cardholder must return the physical Card to VIB within one working day from the time VIB receives the first request for investigation or complaint if such request for investigation or complaint related to suspected transactions to be fraud, forgery, or other cases requested by VIB. Physical cards will be canceled according to VIB's regulations from time to time. If the Cardholder is abroad, documents proving that the Cardholder fails to hand over the Card within the specified time include but are not limited to: a fax with an image of the front of the Card and a fax number containing the fax number of the country in which the Cardholder resides.

6.5 In order to request a review or complaint, the Cardholder is responsible for providing VIB with the following information and documents:

• Information on the Cardholder: Contact phone number, email (if any); Complaint transaction information (Card number/ Card Account number, transaction number, transaction value, Card Acceptance Unit, transaction time, transaction results, other information as required by VIB );
• In case of request to investigate or complain about fraudulent or counterfeit transactions, the Cardholder must return the Card to VIB: Card revocation record or documents proving that the Cardholder is holding the Card at the time of request. Investigate, complain and fails to hand over the Card due to being too far away from VIB's nearest transaction location; and a copy of the Passport in case at the time of the transaction, the Cardholder's country of residence is different from the country in which the transaction occurred with suspected fraud, forgery and/ or documents proving that the Cardholder did not participate in the transaction. pandemic. If the Cardholder is abroad, documents proving that the Cardholder fails to hand over the Card within the specified time include but are not limited to: Scanned copy sent by email/ photocopy sent by phone of the front image of the Card and passport page showing the date of entry with the stamp of the Customs of the country where the Card holder entered; or a fax with an image of the front of the Card and a fax number containing the country code in which the Cardholder resides. The time to provide these types of documents is one working day from the time VIB first receives the investigation when the request for investigation/ complaint arises.

6.6 The time limit for the Cardholder to request a review or complaint for the first time does not exceed 60 days from the date of the Card - based transaction requested to be investigated or complained; From the second time onwards, it is 05 working days from the date VIB notifies the results of the investigation and complaint handling to the Cardholder. VIB will not bear any responsibility if the Cardholder requests to investigate or complain beyond the above time limit. The maximum time limit for processing a request for investigation or complaint shall not exceed 45 working days per investigation from the time the following conditions are met: (i) VIB receives the request for investigation or complaint from the Cardholder; (ii) The cardholder provides complete documents as requested by VIB; and (iii) Transactions recorded on the Cardholder's statement.

6.7 If the loss arises not due to the Cardholder's fault and/ or does not fall into the cases Limiting VIB's Obligations in the Terms and Conditions on basis of the results of investigation and complaint handling, VIB will reimburse the Cardholder within 05 working days from the date VIB notifies the investigation results and complaint handling to the Cardholder. If the time limit for processing request for investigation or complaint expires and the cause or fault belongs to which party has not yet been determined, within the next 15 working days, VIB will agree with the Cardholder on a plan to handle the inspection results and complaints.

6.8 If the case of recognizing signs of crime, VIB will notify the competent state agency according to the provisions of law on criminal proceedings and report to the State Bank of Vietnam (Department of Payment, branches of the State Bank of Vietnam in provinces and cities in the area); At the same time, notify the Cardholder in writing about the status of processing request for investigation and complaint. The handling of investigation results and complaints related to criminal subjects will be the responsibility of competent state agencies. VIB and Cardholders are obliged to comply with the legally effective judgment/ decision of competent state agencies. If the competent state agency announces that the settlement result does not contain criminal elements, within 15 working days from the date VIB receives the conclusion from the competent state agency or, VIB will reach the agreement with the Cardholder on a plan to handle the results of investigations and complaints.

The Cardholder must pay the false complaint fee according to VIB's fee schedule If the Cardholder requests to investigate or make a false complaint. The false complaint fee is applied when VIB receives the results of the investigation and complaint of the Cardholder's transaction from the Corporation, concluding that the investigation and complaint of the Cardholder are invalid (for transactions on the Card acceptance system of another bank) or recorded in the VIB system as invalid (for the transactions on VIB's Card acceptance system).

6.9 If the Cardholder does not agree with the results of the investigation and complaint resolution notified by VIB, the investigation and complaint will be resolved in accordance with the provisions of law.

6.10 VIB has the right to refuse requests for inquiries and complaints related to the Card after the deadline for requesting inquiries and complaints as mentioned above. The Cardholder is obligated to pay the full amount of these transactions including all related fees and is responsible for any loss or damage arising or related to the transaction (if any).

6.11 VIB will notify the results of the investigation and complaint handling to the Cardholder in writing, or by email, or by phone from the Customer Care Department in 24 / 7 or any other form that VIB deems appropriate. 

7.1 Card is locked according to Article 10 of these Terms;

7.2 The Card is terminated according to Article 12 of these Terms;

7.3 Using the Card to perform prohibited card - based transactions according to the provisions of law (including but not limited to using fake Cards, performing fraudulent or counterfeit transactions; performing false payment transactions at Card Acceptance Units, using the Cards to perform transactions for the purpose of money laundering, terrorist financing, fraud and other illegal acts);

7.4 Physical card has defective chip or magnetic strip;

7.5 The device or Payment Bank fails to successfully connect to VIB;

7.6 The Cardholder enters incorrect PIN for code;

7.7 The Available Balance of the Card Account is insufficient to cover the payment;

7.8 The value of the Card - based transaction exceeds the transaction value/ time, number of transactions/ day, transaction value/ day according to VIB regulations (if any);

7.9 Other cases according to VIB's regulations.

The Cardholder agrees to pay VIB the issuance fee and/ or maintenance fee to maintain the Card and/ or other fees as prescribed in VIB's fee schedule from time to time. These fees will be debited from the Card Account as soon as the Card is issued, even if the Card has not been activated and are not refundable.

If VIB incurs any legal or other costs (a reasonable amount of money for complaints, lawsuits, collections, recoveries for the purpose of recovering any amount that the Cardholder must pay under (Terms and Conditions) or the costs of implementing corrective measures due to the Cardholder's failure to perform or comply with any provisions of these Terms and Conditions, the Cardholder must reimburse VIB immediately upon VIB's request for reimburse these costs.

The fees or percentage of fees or costs mentioned in these Terms are applied according to the provisions of VIB's Card-related service fee schedule from time to time. The Cardholders are bound to comply with those regulations of VIB.

8.1 Card-related service fee schedule is published on VIB's official website. VIB has the full right to change the Card-related service fee schedule at any time as VIB deems appropriate. VIB will notify Cardholders in one of the following forms: (i) sending notice via email or (ii) posting at VIB's headquarters or at any VIB branches or business locations, or (iii) announced on VIB's official website, or (iv) announced on VIB's e-banking application, or (v) in another form decided by VIB. The changed Card-related service fee schedule will take effect from the date stated in VIB's notice but no earlier than 07 days from the date VIB sends the notice.

If the Cardholder does not agree with this revised Card-related service fee schedule, the Cardholder may terminate Card use within 07 days from the date VIB sends the notice. If the Cardholder does not terminate use of the Card, the Cardholder acknowledges and agrees that the Cardholder will be deemed to have accepted this revised Card-related service fee schedule. The Cardholder's continued use of VIB's Card after the amended Card-related service fee schedule takes effect will be final evidence that the Cardholder has accepted to be bound by these amendments.

If VIB issues a Supplementary Card at the joint request of the Primary Cardholder and Supplementary Cardholder (“Supplementary Card”), the Supplementary Cardholder will be bound by the provisions of these Terms and shall be responsible for its use. Supplementary Card, but the primary Cardholder is still responsible for the use of both his/ her Card and the Supplementary Card. VIB has the sole right to collect fees for Supplementary Cards from any Primary Cardholder or Supplementary Cardholder or both. In case of termination of validity of the Supplementary Card as stated in Clause 12.1 below, the Primary Cardholder shall be responsible for any payments arising from the use of the Supplementary Card until the Supplementary Card is returned or until VIB can carry out the procedures applicable to the lost Supplementary Card if requested by the Supplementary Cardholder or Primary Cardholder. The Supplementary Cardholder is not responsible for the use of the Card by the Primary Cardholder or any other Supplementary Cardholder.

10.1 At the Cardholder's request, or;

10.2 VIB has the right to lock the Card without prior notice to the Cardholder in the following cases:

10.2.1 Cards related to subjects who violate legal regulations according to notices from the State Bank of Vietnam, competent authorities, members of the Card Association, Card Manufacturers of which VIB is a member.

10.2.2 The card is suspected of revealing information at the Card Acceptance Unit;

10.2.3 The Cardholder notifies the transaction;

10.2.4 VIB suspects that the Card has incurred fraudulent or counterfeit transactions;

10.2.5 The Cardholder enters incorrect PIN for 3 times in a row at ATM;

10.2.6 The Cardholder fails to pay the annual Card fee according to VIB's regulations;

10.2.7 The Card is lost or information is disclosed as notified by the Cardholder;

10.2.8 The Cardholder has lost or limited civil act capacity.

10.2.9 Other cases as prescribed by law and the Card Organization.

• VIB has the right to block the Card if Card - based transactions and/ or accounts related to Card use have not been accounted for properly and completely, including cases due to technical errors and/ or regulations of the Corporation.
• VIB has the sole right to decide whether or not to restore the provision of card-related services to Cardholders. In case VIB does not restore the provision of card-related services, the Card will be confiscated and/ or its use will be terminated according to the provisions of this Terms and Conditions.

VIB has the right to seize the Card and/ or invalidate the Card during its use in the following cases:

11.1 Counterfeit cards; Unauthorized use of the card;

11.2 The Cardholder uses the Card to perform transactions for the purposes of money laundering, terrorist financing, fraud and other illegal acts;

11.3 The Cardholder and Information on the Card are on the embargo list of the State Bank of Vietnam, Corporations and VIB or are within the scope of transaction restrictions according to VIB's policies from time to time;

11.4 The card generates fraudulent or counterfeit transactions;

11.5 The Card user fails to prove that he or she is the Cardholder;

11.6 The Cardholder fails to comply with the regulations of VIB and the Corporation of which VIB is a member regarding the use of the Card;

11.7 Incorrect PIN is entered for 3 times in a row at ATM;

11.8 Serving the investigation and handling of crimes according to the provisions of law;

11.9 Other cases according to VIB's regulations from time to time.

VIB has the right to seize the Card and/ or invalidate the Card during its use in the following cases:

12.1 The Cardholder may terminate the Card at any time by sending a notice along with returning the Card and any other Supplementary Cards according to VIB's regulations on termination of Card use from time to time. The Cardholder must fulfill all debt obligations and valid expenses incurred during the process of opening and using the card.

12.2 If the primary Cardholder stops using the Card, the Supplementary Cardholder must also stop using the Card. The Primary Cardholder has the right to request VIB to stop using the Supplementary Cardholder's Card without the Supplementary Cardholder's consent.

12.3 VIB may terminate the Cardholder's Card without prior notice when one of the following cases occurs:

12.3.1 The Cardholder does not receive the Card (due to the Cardholder's fault or for any other reason) within 90 days from the date the Card is issued (new issue/ renewal/ reissue/ replacement);

12.3.2 The Card is returned by another bank due to collection at ATM; or the Card is revoked by VIB from the Cardholder;

12.3.3     The Cardholder violates the provisions of law including but not limited to:

• Information/ documents provided by the Cardholder are incomplete according to VIB's regulations, inaccurate, dishonest, or untrue;
• The Cardholder performs, organizes the implementation or creates conditions for others to perform acts related to fake Cards, fraudulent transactions, forgery, false payment transactions at Card Acceptance Units;
• The Cardholder uses the Card to perform transactions for the purposes of money laundering, terrorist financing, fraud and other illegal acts;
• Card issued in the following cases: (i) 01 (One) Card Account attached to multiple Cards, (ii) Primary Cardholder and Supplementary Cardholder are the same person. In case of Card termination according to the provisions of item (i) of this Article, If the Customer has many Cards, VIB has the right to choose the Card to terminate the validity of the Card according to VIB regulations from time to time.

12.3.4 The Cardholder violates the regulations of VIB/ Card Manufacturer of which VIB is a member; These Terms or other agreements between the Cardholder and VIB;

12.3.5 The Cardholder has had no transactions without notice of Card lock for 24 consecutive months;

12.3.6 The Cardholder dies, goes missing, loses civil act capacity, is arrested, or prosecuted for criminal liability;

12.3.7 Expired cards;

12.3.8 Cards issued against VIB regulations include but are not limited to: a payment account associated with multiple Cards, the Primary Cardholder and Supplementary Cardholder are the same person. If the Customer has multiple Cards, VIB has the right to choose a Closed Card according to VIB regulations from time to time.

12.4 Termination of these Terms and/ or termination of Card use will not relieve the Cardholder from payment obligations for the outstanding balance arising on the Card Account (if any).

13.1 VIB shall not be responsible for any delays, violations or computer processing errors, including functional or equipment errors, in providing any equipment or facilities. or any banking service to the Cardholder if such delay, violation or computer processing error is beyond VIB's reasonable control.

13.2 VIB shall not be liable in cases of war of aggression, foreign attack, revolutionary rebellion, riot, civil war, disorder, requisition, or other civil or political acts. military authority, law, regulation of acts or orders of any governmental authority, mechanism, intermediary or official, embargo, natural disaster, fire, severe weather, flood, strike public works, epidemics (due to any cause), or other events and force majeure cases that the parties fails to foresee and fails to overcome it.

The Cardholder agrees that VIB has the sole right to amend any provision of this Terms and Conditions at any time as VIB deems appropriate. VIB will notify Cardholders in the forms stated in Article 16.6. The revised Terms will take effect from the date stated in VIB's notice but no earlier than 07 days from the date VIB sends the notice.

If the Cardholder does not agree with this amended Terms and Conditions, the Cardholder may terminate use of the Card within 07 days from the date VIB sends notice. If the Cardholder does not terminate use of the Card, the Cardholder confirms and agree that the Cardholder will be deemed to have accepted these amended Terms. The Cardholder's continued use of VIB's Card after the effective date of the amended Terms will be final evidence that the Cardholder has accepted to be bound by these amendments.

15.1 By signing the Request for issuance of a Payment Card, or Registering to open an account and use the service (for individual customers), or any documents related to the request for issuance by VIB Payment Card (“Application to issue VIB Payment Card”), Cardholders agree that VIB has the right to disclose all information about the Card, including information shown on the physical Card, All information related to the Primary Cardholder, Supplementary Cardholder and any Card - based  transaction with or through VIB (hereinafter collectively referred to as “Personal Information”) to any or all of the following subjects: i) officers employees, subsidiaries, branches/ units in the same system of VIB, consultants, representatives, agents, subcontractors, suppliers, auditing organizations, transferees (or have possibility of receiving transfer), other organizations and/ or individuals involved for the purpose of updating and/ or replacing Personal Information; or ii) any competent authority; or (iii) other organizations or individuals as prescribed by law.

15.2 Except for the cases stated in Article 15.1 above, the Cardholder acknowledges and agrees that VIB has the right to provide Personal Information to any party that VIB may consider necessary for any purpose (except for the sale of Information on the Cardholder for the purpose of directly profiting from the sale of such information), including but not limited to any party with whom VIB has a relationship in the course of its operations.

15.2 Cardholders have the right to request access to and correction of any Personal Information or to request that Personal Information not be used for direct marketing purposes. Any request from the Cardholder must be made in writing and sent to VIB. VIB will accept the above requests unless VIB can or is required to refuse to accept in accordance with current law.

16.1 The card is the property of VIB

The Card is the property of VIB and will not be transferred. The Cardholder must immediately return the Card to VIB upon VIB's request.

16.2 Change in the Information on the Cardholder

The Cardholder is responsible for immediately notifying VIB in writing of any changes in employment, work address, residential address and other information that the Cardholder has registered with VIB.

16.3 Recording verbal instructions or information

During the provision of card-related services, VIB has the right to record verbal instructions received from the Cardholder and/ or any verbal information between the Cardholder and VIB related to those services.

16.4 Any certification, voucher, notice or document from VIB regarding the amount and other information of the Card - based transaction will be the only authentic evidence that the Cardholder and/ or the person authorized by the Cardholder perform the card - based transactions.

16.5 Documents related to Card Account

VIB has the right to destroy documents related to the Card Account according to VIB's regulations from time to time.
 

16.6 Notification

Any notice sent by VIB under these Terms may be taken and deemed to have been received by the Cardholder (i) at the time of delivery if personally delivered, or delivered at the registered address, or (ii) on the third day after the sending date if sent by post or (iii) at the time of sending if sent via email, sms, notice on VIB's e-banking application, fax or telex, or ( iv) at the time of listing or announcement (or the time VIB determines in that notice) if listed at VIB's headquarters or at any VIB branches or business locations, or published on VIB's official website or any other form of notice applied by VIB from time to time.

If there is no other specific regulation, the Cardholder may send notice to VIB in the form of: (i) direct written request at VIB Branches/ Transaction Offices or (ii) call the Customer Care Department in 24 / 7 by the phone number announced on VIB's website, or (iii) other methods notified by VIB to Cardholders from time to time. Notices from the Cardholder are deemed to be sent to VIB on the date VIB actually receives them.

16.7 Gambling or other illegal transactions

The card may not be used to make payments for gambling games or other transactions that are illegal under current legal regulations for which VIB has the right to refuse processing or payment. In the event that VIB suspects, believes or knows that any card - based transaction is carried out for these purposes or in connection with gambling or an illegal transaction under the provisions of applicable laws or related, VIB has the right to hold or cancel transactions via that Card without incurring any legal and civil obligations to the Cardholder and any third party.

16.8 Expiry date of the Card

VIB issues Cards with a maximum validity period of six (06) years from the date of issuance and does not exceed the period the Cardholder is allowed to live in Vietnam for foreign Cardholders. The Supplementary Card will have the same validity period as the Primary Card, provided that the Supplementary Card's expiration date is the same as the Primary Card's expiration date. After the above expiry date, VIB has the full right to consider and decide to extend the Card according to VIB's regulations from time to time. Card renewal can be done every cycle for a maximum period of six (06) years. VIB will notify the Cardholder about the Card being renewed in any form.

16.9 Governing Law

These Terms are governed by and comply with the Vietnamese law.

16.10 Regulations of the Card Manufacturer

The Cardholder acknowledges and agrees that the Cardholder will comply with the regulations of the Corporation regarding Card - based transactions (branded on the Card).