DEFINITIONS

1. Virtual Assistant Chat Banking of BCA or VIRA is a chat app/application-based banking service that can be accessed directly by users through their mobile phones or gadgets to obtain information about BCA and the promotions offered by BCA as well as to make banking transactions at BCA.
2. VIRA users or users are the parties who are enabled to use VIRA. The users can be either BCA’s customers or non-customers.
3. Customers are persons who deposit funds in the form of accounts and/or other banking facilities of BCA.
4. BCA’s non-customers are persons who do not deposit funds in the form of accounts or other banking facilities of BCA.
5. OTP (One Time Password) is a unique passcode generated by the BCA system and sent in the form of a Short Message Service (SMS) to a mobile phone or a gadget of the customers’ choice.
6. The e-Banking Mobile Phone Numbers are the customers’ mobile phone numbers registered with the BCA e-banking mobile phone number database.
7. Banking Transactions are the transactions made by customers through VIRA, such as balance checks, account transaction checks, credit card information inquiries and other transactions that will be notified by BCA in any form and through any means pursuant to the terms of service.

THE REGISTRATION OF VIRTUAL ASSISTANT CHAT BANKING OF BCA

1. In order to be able to use VIRA services, users must first download chat apps/applications from app store or playstore and ensure that they has followed the official account, namely @BankBCA.
2. The users are required to make sure that the account, @BankBCA, that they follow is the account registered as the official account in each downloaded chat app/ application to ensure the validity of the account, @BankBCA, that is being followed.
3. In order to be able to register with VIRA, the users must have:
   e-Banking Mobile Phone Numbers, among others, by registering the  mobile phone numbers of the users at BCA’s Automated Teller Machines (ATM’s), enabling them to make banking transactions. The customers are required to register and use their own mobile phone numbers as the e-Banking Mobile Phone Numbers. All consequences arising from the registration of the mobile phone numbers being the full responsibility of the customers and they will not involve BCA from all kinds of claims, lawsuits, and/or other legal actions from any party.
4. At the time of registration with VIRA in the chat apps/applications, the future users are required to do, among other things:
   1. read, understand, and agree to the Terms of Service of Virtual Assistant Chat Banking of PT Bank Central Asia Tbk;
   2. input the number of valid, still active, and unblocked BCA Passport Cards;
   3. choose the e-Banking Mobile Phone Numbers that you wish to be registered with VIRA service for OTP delivery;
   4. input the passcode of OTP.
5. The e-Banking Mobile Phone Numbers registered with VIRA must be active and valid.
6. The users bear the full responsibility for all consequences arising from the truthfulness of the data registered at the time of VIRA registration.
7. The users are required to maintain the security of their mobile phones or devices (gadgets) including maintaining the confidentiality of the password and ensuring that the mobile devices or gadgets including the chat applications installed on their cellular phone or devices (gadgets) not to be accessed by other parties. In addition, the users are required to take necessary actions to protect the cellular phones or gadgets from malwares or other threats that can potentially harm the chat apps/applications and the data in the application used by the users.
8. All consequences and damages arising from the users’ negligence in conducting security measures as referred to in point 7 above are the full responsibility of the users themselves. 
9. New users can make Banking Transactions after the VIRA registration has been successfully processed.
10. By registering with VIRA, the users are subject to and they agree to these Terms of Service of Virtual Assistant Chat Banking of BCA. BCA has the right to alter the Terms of Service related to VIRA which will be notified by BCA in any form and through any means pursuant to the prevailing laws and regulations.

THE TERMS OF SERVICE OF VIRTUAL ASSISTANT CHAT BANKING OF BCA

1. The users are responsible for every Banking Transaction they made, including but not limited to any errors in selecting transaction menu. Therefore, users are required to follow every instruction in making Banking Transactions. All consequences and damages caused by the errors on the users’ part in making Banking Transactions are the full responsibility of the users themselves.
2. The users are fully responsible for the use of information, the Customers’ e-Banking Mobile Phone Numbers, account/user ID’s on the chat apps/applications, the mobile devices and/or gadgets used by the customers, including in the event of the abuse of the mobile phones and/or devices (gadgets, account/user ID’s, and/or chat apps/applications.
3. By using VIRA, the users hereby give approval to BCA to send/forward user data and Banking Transactions through third parties (the providers of chat apps/applications). BCA does not bear any responsibility for the abuse and/or leakage of user data and Banking Transactions by any other party, including chat application providers.
4. Customers will be charged for the delivery of Short Message Service (SMS) for every transaction that requires OTP, such as the registration process. The amount of fee charged for the delivery the SMS is determined by the cellular operators.
5. In the event that the mobile phones and/or gadgets with chat apps/applications installed on them, are stolen or lost, the customers are obliged to immediately contact Halo BCA to block Banking Transactions on VIRA.  
6. The blocking of Banking Transactions on VIRA as referred to in point 5 above will continue until BCA receives a request for unblocking from the customers. Within the period of the notification of the theft or loss of mobile devices and/or gadgets have yet to be received by BCA, any Banking Transactions made using the customers’ account/user ID’s are the full responsibility of the customers. 
7. BCA has the right to block Banking Transactions on VIRA, refuse transactions, and/or close business relationships with the customers in the event that:
   1. The customers fail to obey the prevailing laws and regulations;
   2. The customers fail to fulfil the requirements for the request for information and supporting documents pursuant to the prevailing laws and regulations;
   3. The customers are detected and/or suspected of using faked documents and/or providing incorrect data for BCA;
   4. The customers submit doubtful information; and/or
   5. The customers have a source of transaction funds that known and/or reasonably suspected to have come from the proceeds of criminal acts.
8. The closure of VIRA can be done by the customers by selecting Close VIRA Service on the menu available in the Banking Transaction feature.
9. The users hereby are fully responsible for all consequences and damages arising from the abuse, violations, and/or crimes related to the use of VIRA including but not limited to damages arising from errors, carelessness, negligence or recklessness of the Users, and they hereby will not involve BCA from all damages, claims, lawsuits and/or demands from any party including the users. 

THE BANGKING TRANSACTIONS OF VIRTUAL ASSISTANT CHAT BANKING OF BCA

1. Through the Banking Transaction feature, the customers can access information regarding:
   1. The accounts connected to the BCA Passport Cards used for VIRA registration;
   2. The customers’ BCA Credit Cards that have been registered by the Customers with VIRA.
2. The customers who have registered for a BCA Credit Card with VIRA can automatically access BCA Credit Card information services on KlikBCA Individu, m-BCA or vice versa provided that the customers register for the service by using the BCA Passport Cards, which are the same as the BCA Passport Cards used for VIRA registration. If in the future the customers delete the registration of the BCA Credit Cards on VIRA, the said BCA Credit Card will no longer be accessible on KlikBCA Individu, m-BCA, and vice versa.
3. The customers can use VIRA to obtain information on customer account data registered with VIRA by sending certain instructions to BCA via VIRA by following the instructions on VIRA.
4. Every instruction from the customers stored in the BCA data centre is the correct data and also the evidence of each instruction from the customers to BCA in order to make Banking Transactions, unless the customers can prove otherwise.
5. BCA receives and carries out every instruction from the customers sent via VIRA as a valid instruction. BCA has no obligation to confirm or verify:
   1. the party who sends instructions to BCA via VIRA.
   2. the accuracy and completeness of the instructions sent to BCA via VIRA.

   Therefore, all instructions received by BCA through VIRA are legally binding on the customers properly.

6. For information on exchange rates related to foreign exchange, the rates displayed on VIRA are the e-Rate, TT Counter and banknotes rates that apply at BCA.
7. By making a transaction through the VIRA service, the customers acknowledge that all communications and instructions from them received by BCA will be considered as valid evidence, even though there are no written documents or signed documents are issued.

FORCE MAJEURE

The users hereby will not involve BCA from all claims, demands, and/or other legal actions of any kind for the delay and/or failure of BCA related to VIRA if the delays and/or failures are caused by events or causes beyond BCA's control and capability including but not limited to natural disasters, fires, wars, riots, sabotages, system disturbances, electricity disturbances, telecommunications disturbances, and government policies.

COMPLAINT HANDLING (GRIEVANCES)

1. Complaints/grievances to BCA in connection with VIRA can be submitted by the Users to Halo BCA. For the purposes of handling such complaints/grievances, BCA has the right to ask the users to submit the photocopies of their identifications and other supporting documents.
2. BCA will respond to the complaint pursuant to the prevailing laws and regulations.
3. Any complaints related to the use of the Banking Transaction feature on VIRA must be submitted by the users to BCA no later than 3 (three) months from the date the Banking Transactions were made.

The Terms of Service of Virtual Assistant Chat Banking of BCA have been adjusted to the provisions of the legislation, including the provisions of the regulations of the Financial Services Authority