1. Terms of Services of TrueMoney Wallet

1.1. These Terms of Services of TrueMoney Wallet (hereinafter called as the “Terms of Services or Terms and Conditions”) is an agreement between True Money (Cambodia) PLC., having its head office located at Keystone Building 1st, 2nd and 4th Floors of building #146, Norodom Boulevard, Sangkat Tonle Bassac, Khan Chamkarmon, Phnom Penh, Kingdom of Cambodia (hereinafter called as “We/Us/TrueMoney”) of the one part, and TrueMoney Wallet Customer (hereinafter called as the “You/Customer/User”) of the other part.

1.2. In this regard, the Customer can conduct the financial transaction by using TrueMoney’s electronic money (hereinafter called as the “Money”), electronic/virtual card bound to the Customer’s wallet, including top-up, pay, transfer and withdraw via TrueMoney Wallet and its Application, (hereinafter called as the “TrueMoney Application”).

1.3. As a User, you agree that by accessing TrueMoney Application, you have read, understood, and agreed to be bound by all of these Terms and Conditions. These Terms and Conditions shall take effect on the day that TrueMoney confirms to you via the TrueMoney Application that your TrueMoney Wallet is activated. If there is any question regarding the Services, the Customer can contact TrueMoney Care Centre 023 999 639, or any other channels as specified by TrueMoney’.

 

  1. General Provisions

2.1. TrueMoney uses telecommunication networks of participating mobile telephone network operators (“Mobile Operator(s)”). Therefore, TrueMoney Application allows you to access your TrueMoney Wallet from the device of your choice.

2.2. When you firstly access your TrueMoney Application, you will be required to accept these Terms and Conditions. By pressing “Continue” it means that you have read, understood, acknowledged, accepted, and given your express consent to these Terms and Conditions. The use of TrueMoney Services shall be deemed as the acceptance of these Terms of Services. TrueMoney may make amendment or addition to these Terms of Services, at any time by notifying the Customer. Additionally, by using the Services after an amendment or addition shall be deemed as the acceptance of such amendment, or addition, for each time. Unless the user gets notified for an update, any new characteristic amended, added or improved on the Services shall be under these Terms of Services.

2.3. At any time, TrueMoney reserves the right to change or cancel a Service or any part of the Services, whether temporarily or permanently, upon prior notice. However, such suspension or cancellation shall not affect any debt that you owe to us and shall not prejudice any right or responsibility between TrueMoney and you which incurs or has incurred before the date of such suspension or cancellation.

 

  1. Commencement, Term and your TrueMoney Wallet

You may register for a TrueMoney Wallet if:

  1. You have an eligible smartphone/device and have installed the TrueMoney Application;
  2. You have a valid and registered mobile phone number in Cambodia; or
  3. You meet TrueMoney’s identification and verification requirements (KYC) and/or other relevant Anti-Money Laundering and Terrorism financing requirements.

 

  1. Authority when processing a transaction

You acknowledge and agree that by  using TrueMoney Services, together with your TrueMoney Wallet Number and your PIN, for some type of transactions, provides sufficient authority for TrueMoney to process transactions on your TrueMoney Wallet. We may act on this authority and TrueMoney will not be responsible if you’ve acted fraudulently, or you intentionally or carelessly failed to keep your security details (PIN) or Card safe (unless you told us about this before the payment was taken from your TrueMoney Wallet). For example, TrueMoney will not be responsible for investigating cases if you gave someone your Card number and they made a payment by using your card without letting you know about it, or if you shared your secret PIN number.

The safety of your money is important to us. We might prevent you from making payments from your TrueMoney Wallet or with your Card if we’re reasonably concerned about its security or that it might be used fraudulently or without your permission. We might also have to suspend your TrueMoney Wallet or Card to meet our legal obligations. We will inform you through the TrueMoney Application or via a phone call before, or as soon as possible after, we block(ed) your TrueMoney Wallet or Card. We will also let you know the reasons why your TrueMoney or Card has been blocked.

 

  1. Interest

TrueMoney does not provide interests on the Deposit Funds.

 

  1. Available TrueMoney Payment Services

6.1. Cash in to your TrueMoney Wallet

  1. you can deposit funds into your TrueMoney Wallet at any authorized TrueMoney Agent in Cambodia, including deposits via other Bakong member channels/branches, Kiosk partners at your convenience.
  2. when giving cash to a TrueMoney Agent, you must verify your credit balance before leaving the Agent counter making sure the amount is credited correctly
  3. when a TrueMoney Agent has detected a counterfeit note during the transaction and to comply with counterfeit currency laws and regulations, TrueMoney reserves the right to confiscate counterfeit currencies for further reporting to the National Bank of Cambodia. You agree to comply with this regulation and indemnify TrueMoney from any losses and/or liabilities thereafter.

6.2. Cash out from your TrueMoney Wallet

  1. you can withdraw funds from your TrueMoney Wallet at any authorized TrueMoney Agent that is closer to you. The TrueMoney Agent will ask you to enter your 4 digits PIN to authorize the transaction. For security reasons, your PIN shall not be shared with the TrueMoney Agent and/or written on a paper and/or shared with a third party.
  2. you can withdraw funds from your TrueMoney Wallet at any available Bakong Member’s Branch/Counter. The service availability of each Bakong Member’s network  can be updated from time to time or once they are available on Bakong network.

6.3. Money transfer from your TrueMoney Wallet

  1. You can transfer money to another TrueMoney Wallet instantly and anytime with an active connection in Cambodia. The money transfer can be as simple as entering the recipient phone number and input the amount to perform the service. The recipient must be also a registered TrueMoney Wallet user.
  2. You can perform a money transfer to any phone number that is not a TrueMoney Wallet user by using the 8 digits code which will be necessary to withdraw at any authorized TrueMoney Agent nationwide.
  3. You can perform a money transfer to a local bank that is available in the TrueMoney Wallet as its banking partner.
  4. You shall verify that the information is accurate before confirming with your PIN to authorize the transaction. In case of an error or mistake, you will be liable for any loss that may occur.
  5. To help you recover potential loss, you may call our care center immediately to raise your case  so that TrueMoney can assist you in recovering your losses if possible. For some dispute cases involving partners or tiers, you may be charged a processing fee, depending on the amount and the partner involved.

6.4. Phone Top Up from your TrueMoney Wallet

  1. The service is available in your TrueMoney Application. The feature includes purchase as PIN (Code to Top-Up) or Pinless (Instant Top-Up)
  2. You can purchase from your TrueMoney Wallet (PIN and Pinless) by authorizing with your PIN to purchase this service, you agree to comply with these Terms and Conditions between you and the applicable network operator.

6.5. Bill Payment from your TrueMoney Wallet

  1. You can use the TrueMoney Wallet to pay your bill(s) with the biller partners available in the TrueMoney Application.
  2. To perform a bill payment, you will be required to authorize the transaction with your PIN to confirm online billing information such as Consumer ID/Agreement No./Customer Name, Amount to be paid, and phone number.
  3. You shall verify that the information is accurate before confirming with your PIN to authorize the transaction. In case of an error or mistake made by you, you will be liable for any loss that may occur.
  4. To help you recover potential loss, you may call our care center immediately to raise your case so that TrueMoney can assist you in recovering your losses if possible. For some dispute cases involving partners or tiers, you may be charged a processing fee, depending on the amount and the partner involved.
  5. “Auto billing” or also called “auto debit service” can be activated by partner request, upon agreement with you (like for a credit card repayment). By choosing this option on the TrueMoney partner agreement, you also agree to authorize TrueMoney to automatically deduct the billpay amount regularly to settle your bill. Please contact the partner if you want to change the auto debit service with TrueMoney.

6.6. QR payment from your TrueMoney Wallet

  1. You may use the QR feature in the TrueMoney Wallet to Scan & Pay at merchant locations and/or accept payments from others. The merchants can be a TrueMoney physical store, or a Bakong merchant.
  2. To perform a QR payment, you will need to Scan the compatible QR code and authorize the transaction with your PIN. You shall verify that the information is accurate before confirming with your PIN to authorize the payment. In case of an error or mistake made by you, you will be liable for any loss that may occur.
  3. To help you recover potential loss, you may call our care center immediately to raise your case so that TrueMoney can assist you in recovering your losses if possible.

6.7. Online Payment from your TrueMoney Wallet

  1. You may use the TrueMoney Wallet to pay for your online purchases. The payment can be done via the TrueMoney Application either by having you to scan the QR code on the merchant website or paying via the Application by clicking on the pay button link. For some transactions, you will be asked to enter your PIN to authorize the transaction.
  2. You shall verify that the information is accurate before confirming to authorize any transaction. In case of an error or mistake made by you, you will be liable for any loss that may occur.
  3. To help you recover potential loss, you may call our care center immediately to raise your case so that TrueMoney can assist you in recovering your losses if possible.

6.8. TrueMoney Virtual Card

  1. A virtual card works exactly like your physical bank card and they just live in your TrueMoney Wallet on your phone instead of your physical wallet. Secured by encryption, they offer a safe and convenient way to pay online and in-store.
  2. You can use your TrueMoney Wallet to apply for a virtual card. Before applying for the virtual card, you must agree with the TrueMoney Virtual Card terms and conditions, and acknowledge the fees and charges that may occur with the usage. The card is linked to your TrueMoney Wallet balance, so when you pay with it, the amount will be automatically deducted. The card may be issued under an available payment scheme or a TrueMoney partner.
  3. With your virtual card issued by TrueMoney, you can make payments or purchases at any online merchant that displays the Mastercard, like Amazon, eBay, or AliExpress. You have the control over your card whether to enable or freeze the card (Can’t be used temporarily). You can also set your daily limit and max amount of usage within the Application. You can request to change your card number if you think that your card information has been compromised.
  4. You shall verify the information on your online purchase before confirming to authorize the payment. In case of an error or mistake made by you, you will be liable for any loss that may occur.
  5. To help you recover potential loss, you may call our care center immediately to raise your case so that TrueMoney can assist you in recovering your losses if possible.

 

  1. TrueMoney Wallet Services Limitation

7.1. TrueMoney Wallet and Transaction Limits

TrueMoney reserves the right to set and adjust the limitations on the wallet size, transaction amount, as well as destinations for money transfer and other conditions as mandated by the Cambodian laws and regulations, at any time without giving prior notice to the user. A message shall notify the user on its TrueMoney Application if it matches on the limitations mentioned above

7.2. Promotion and/or Campaign abuses

Promotion and/or Campaign abuses refers to customers behaving fraudulently by taking advantage to exploit TrueMoney’s promotion/campaigns through various illegal methods including involvement in organized fraudulent activities on a large scale to gain the inappropriate financial benefits from TrueMoney. TrueMoney reserves the right to suspend or terminate your wallet and/or taking legal action against you to recover back the financial losses when TrueMoney identified such fraudulent activities conducted by you.

7.3. Usage of TrueMoney Wallet

  1. You must not use TrueMoney Application for any purpose other than to undertake transactions on your TrueMoney Wallet, you are legally entitled to operate in accordance with the Specific Terms and Conditions as outlined in this document.
  2. You must not use TrueMoney Application for prohibited business activities.
  3. You must not act fraudulently or maliciously in relation to TrueMoney Application or attempting to set up any special software and/or application to exploit TrueMoney system security. As examples, you must not copy, modify, adversely affect, reverse engineer, hack into or insert malicious code into TrueMoney Application or software.
  4. If you use photos to personalize your TrueMoney Wallet that can be accessed using TrueMoney Application, you warrant that the photos used by you do not contain content which is offensive or illegal.
  5. You acknowledge that you are responsible for and must take all reasonable care to ensure that information you supply via TrueMoney Application is true, complete, accurate and up-to-date.
  6. You must keep your 4 digits PIN of TrueMoney Wallet confidential and secure. If you have been issued a Card by TrueMoney, then you must also keep your Card and PIN code confidential and secure. You will be liable for any loss suffered by you resulting from your failure to do so.
  7. You must contact our Care Center Team, 023999639 to suspend your wallet temporarily when your phone and/or card was lost or stolen, to prevent any unexpected financial losses to you.
  8. You must not let anyone use your TrueMoney Wallet Number, fingerprint/Face ID and 4 digits PIN.
  9. You must not allow any other person to see you entering your wallet number and 4 digit PIN at all times.
  1. System Maintenance

TrueMoney may add or disable any features or suspend the operation of the TrueMoney Application and/or any of its services at any time.

  1. if, in TrueMoney’s decision, a threat is posed to any TrueMoney Application related system or part of the TrueMoney ecosystem; or
  2. for the purposes of carrying out periodic maintenance and administration tasks.
  3. TrueMoney Application is a constantly evolving application that will have frequent releases in order to bring new features and improvements, as well as updated operating systems. You must update and use only the most up-to-date version of TrueMoney Application to remain up-to-date.
  4. From time to time, TrueMoney may force its users to update TrueMoney Application to the latest version for security and compatibility reasons. You might not be able to continue using an outdated version of TrueMoney Application unless you update to the latest version. In addition, you may also not be able to use TrueMoney Application at the time your phone OS version is no longer functioning or we discontinue to support that particular version.
  1. Your Relationship with the Bank

The Deposit Funds will be deposited by TrueMoney into a Bank Account. The Bank will recognise you as a customer of the Bank having a deposit with the Bank equal to the balance of your TrueMoney Wallet. However, you have no legal or beneficial interest in the Bank Account and only TrueMoney may issue instructions to the Bank in relation to the Bank Account, including in relation to transfers, deposits, withdrawals, account balance enquiries and other enquiries and transactions on the Bank Account. The Bank will guarantee and pay to you the balance of your TrueMoney Wallet if TrueMoney becomes insolvent, to the extent that your claim is not satisfied from the proceeds of liquidation.

  1. Privacy and Confidentiality

TrueMoney is collecting your personal information, instructions and transaction details on your TrueMoney Wallet (collectively referred to as “Information”) to enable TrueMoney to provide the TrueMoney Payment Services to you. Without this Information, TrueMoney may not be able to provide you with such services.

By subscribing and utilising the TrueMoney Payment Services, you agree that TrueMoney may use and disclose your Information to:

  1. any service provider engaged by TrueMoney to carry out or assist its functions and activities;
  2. to TrueMoney’s agents, contractors, advisers and to other persons authorised or required by law to disclose Information to;
  3. to TrueMoney’s parent company and subsidiaries for internal administrative and operational purposes or to any service providers engaged by them;
  4. the Bank to enable the Bank to hold your funds and carry out its banking operations;
  5. the Bank’s parent company or subsidiaries for internal administrative and operational purposes or to any service providers engaged by them.

You authorise these people to have access to your Information to the extent permitted above.

TrueMoney and the Bank may also use your Information to help them plan, research, market and promote their products and services.

  1. Anti-Money Laundering and Sanctions

You agreed that TrueMoney may delay, block or refuse to process any transaction without incurring any liability if TrueMoney suspects that:

  1. the transaction may breach any law in Cambodia or any other country; or
  2. the transaction may directly or indirectly involve the proceeds of, or be applied for the purposes of, unlawful conduct.

You agreed to provide all information to TrueMoney which TrueMoney reasonably requires in order to manage money-laundering or terrorism financing risk or to comply with any laws in Cambodia or any other country and you agreed that TrueMoney may disclose any information concerning you, your transactions and your TrueMoney Wallet to the Bank in which your funds are deposited, any law enforcement, regulatory agency or court where required by any such law, in Cambodia or elsewhere.

You declare and undertake to TrueMoney that the acceptance and/or payment of money by TrueMoney in accordance with your instructions will not breach any laws in Cambodia or any other country.

  1. Security

12.1. Cancellation of your access

TrueMoney may cancel or limit your electronic access without prior notice and without any liability if:

  1. TrueMoney suspects that the use of your TrueMoney Wallet, or electronic access may cause loss to you or TrueMoney;
  2. TrueMoney suspects you of being fraudulent or engaging in inappropriate transaction behaviour;
  3. Your TrueMoney Wallet has been closed;
  4. TrueMoney’s systems or equipment malfunctions or are otherwise unavailable for use;
  5. TrueMoney believes that the security of your electronic access or TrueMoney’s systems and equipment may have been compromised; or
  6. TrueMoney is required to do so by law.

12.2 Device security

System security is considered our utmost importance in meeting our regulatory obligations as well as ensuring full protection to all our TrueMoney Customers. In order to prevent any possible security risks and/or our attempt to recover financial losses, TrueMoney reserves its right to investigate, suspend, block and/or taking legal actions in case TrueMoney detected the following situations:

  1. You attempted to access TrueMoney’s Operating System from a rooted or jail-broken or clone device and/or application.
  2. Your device was manufactured for a specific country with special Operating System configurations/customizations that do not comply with international (security) standards.
  3. You attempt to exploit the security measures/protection of TrueMoney Application through any fraudulent activities as defined by TrueMoney.
  1. Liability

You are liable for all transactions conducted when you utilise the TrueMoney Payment Services, except where there has been fraud or negligence by TrueMoney, its employees, or agents or any mobile network operators which have registered with TrueMoney. 

  1. Discrepancies / Errors, Questions and Complaints

Please contact TrueMoney’s Contact Centre (023 999 639) if you believe that a discrepancy or error has occurred in any transaction, or if you have any questions or complaints.

To assist with TrueMoney’s investigations, you will need to provide the following information:

  1. your name and TrueMoney Wallet Number;
  2. details of the transaction in question; and
  3. the amount of the suspected error or disputed transaction.

TrueMoney will not be responsible for any loss suffered by you if you do not request TrueMoney to dispute the transaction within 30 days.

  1. Fees and Charges

15.1 The Customer agrees to pay the service fees at the rates as specified by TrueMoney in connection with your usage of TrueMoney wallet. In this regard, the Customer can check fee rates which can be specified in this document and/or made available to you at the TrueMoney’s website, its authorized agents outlets and/or in-App before confirming your transaction. TrueMoney reserves the right to change the fee rates from time to time upon prior notice by TrueMoney. These fees and charges may include government taxes and other processing fees (if mandatory by law).

By accepting these Terms and Conditions for using TrueMoney Wallet, you give the authority to TrueMoney to deduct the fees and charges directly from your TrueMoney Wallet.

15.2. Dormant Wallet

(a) Your TrueMoney Wallet with no or credit and/or debit transaction for a period of twelve (12) months will be deemed as a dormant wallet.

(b) A fee of $1 or equivalent in KHR currency will be charged from your TrueMoney Wallet each month following your TrueMoney Wallet becoming dormant. Such dormant fees will be deducted until the wallet becomes active or there are no funds available to pay the fee. We will attempt to notify you via phone SMS or in-App push notification prior to your TrueMoney wallet becoming a dormant wallet.

(c)  When your TrueMoney wallet has become dormant for a period of 10 years, TrueMoney may, at the request of the National Bank of Cambodia, transfer the remaining balance of your fund to the National Bank of Cambodia for further management.

  1. Suspension and Termination

16.1 By You:

You may terminate your access to the TrueMoney Payment Services (which includes the closure of your TrueMoney Wallet) at any time by giving written notice to TrueMoney or in-app request or by contacting TrueMoney’s Call Centre (023 999 639).

16.2 By TrueMoney:

TrueMoney reserves the right to immediately suspend and/or terminate your access to the TrueMoney Payment Services for the following events:

  1. You use a forged document, or express false statement in the registration applying for TrueMoney Wallet, including gives false information or provide false documentary evidence or incompletely express the document as requested by TrueMoney, until TrueMoney have received correct and complete document;
  2. TrueMoney received formal application and/or complaint from your family or legal heir notifying of your death;
  3. You are the person whom the government or authority imposes the seizure or garnishment order, or is the designated person, or is alleged or suspected as the person committing the offense;
  4. TrueMoney has reasonable suspicion that you have committed the offense, or attempts to commit the offense as prescribed by the laws, or do any action possibly causing damage to TrueMoney or its system security;
  5. If there is no balance recorded in your TrueMoney Wallet and that it has been inactive or no transaction for a period of more than three (3) months.

In the event that TrueMoney exercises its rights contemplated in this clause 16.2, TrueMoney will not be required to notify you and shall not be responsible or liable for any loss which you may suffer as a result.

  1. Notices and Changes to Fees and Charges, Terms and Conditions

TrueMoney may change these Terms and Conditions, and Fees and Charges at any time.  TrueMoney will give you at least 21 days’ notice of any change before it takes effect by:

  1. notice displayed on TrueMoney’s website at www.truemoney.com.kh or by advertisement in major daily or national newspapers; or
  2. contacting you on your mobile phone via SMS notification or electronic notices generated within the TrueMoney Application.

TrueMoney may also use the methods outlined above as a means of providing you notices.

  1. Change in Details

You must notify TrueMoney immediately if there is any change in your personal details which you have previously provided to TrueMoney for the purposes of subscribing to and utilising the TrueMoney Payment Services. TrueMoney will not be responsible or liable for any errors or losses suffered by you associated with the changes where TrueMoney has not received prior notice.

  1. Disruption to Service

You agreed that TrueMoney will not be liable for any loss suffered by you where the service is temporarily unavailable or where a system or equipment fails to function in a normal or satisfactory manner, regardless of how this may have been caused.

  1. Currency

You must nominate a currency for your TrueMoney Wallet during registration, from a currency in which we allow TrueMoney Wallet to be held.

You agreed to use TrueMoney’s nominated exchange rates whenever you transact in a currency other than your nominated currency.

  1. Indemnity

You agreed to indemnify TrueMoney against any loss that TrueMoney may suffer arising directly or indirectly because you:

  1. did not observe your obligations under these Terms and Conditions; or
  2. acted negligently or fraudulently in connection with your use of the TrueMoney Payment Services, including your access and operation of your TrueMoney Wallet.

You voluntarily agreed to assume the risk of all losses for which you are or may be liable under these Terms and Conditions.

You authorize TrueMoney to deduct or add to the balance standing in your existing TrueMoney Wallet without notice for the following reason:

  1. any amount that is or may become owing by you to the Company and vice versa pursuant to this term and conditions;
  2. all fines, penalties or other charges incurred by Company as a result of any act of fraud or omission by you;

(c) any amount that transfers into your existing TrueMoney Wallet due to system or human error.

 

  1. Telephone Communication

TrueMoney, at its discretion, will monitor and/or record enquiries made over the phone. This is done for service quality, verification, in any future judicial and/or any administrative proceeding that may be required in the future.

  1. Assignment

TrueMoney may, without telling you or obtaining your consent, assign or transfer all or any part of its rights and obligations under this agreement to any third party. You agreed to do any act or execute any document as TrueMoney may direct to effect any assignment or transfer contemplated by this clause.

  1. Governing Law

These Terms and Conditions are governed by the laws of Cambodia.