Equity Self Service Portal TERMS AND CONDITIONS
This document lays out the Terms & Conditions and Rules for the Services (hereinafter called "T&Cs") which shall be applicable to all Current, Savings and Fixed Deposit Account(s)* which are existing, may be opened now or any time in future with the Bank Retail Branches in Kenya (hereinafter called the 'Bank'). The word 'Customer' refers to the person or person(s) in whose name the Account(s) with the Bank are existing, may be opened (changed) now/any time in future. The word Customer shall include both singular and plural. The word 'Account' refers to the Account either held single and/or jointly with the Bank which are existing, may be opened (Changed) now/any time in future. The word Customer shall include both singular and plural and both the genders as well as juristic persons, though for the sake of convenience is referred to in the masculine gender. The Customer agrees to comply with and be bound by the T&Cs for the time being and from time to time in force governing operation of Account and recognizes that the T&Cs herein are without prejudice to any right that the Bank may have with respect to the Account in law or otherwise.
ACCEPTANCE
The Self Service Portal is brought to you by Equity Bank (Kenya) Limited ("us", "we", "the Bank"), an authorized Financial Services Provider.
These terms and conditions ("the Terms") govern our respective rights and obligations when you use the Self Service Portal and come into effect when you create a profile once you access the Self Service Portal, whichever occurs first.
By making use of Self Service Portal, you admit that you have read, understood and agreed to these terms and conditions, and that you have consented to us sharing certain of your personal information within the Bank in the ordinary course of our business of providing the Services to you.
PRODUCT AGREEMENT
All products and services provided by the Bank are subject to their own terms and conditions ("product agreements") such as your account or facility terms and conditions ("other terms").
Where bank card terms or other terms require amendments or additions to be made to such agreements to be reduced to writing and/or signed, your acceptance of this agreement will be deemed to satisfy such requirements.
AMENDMENTS TO THESE TERMS
We may amend these Terms from time to time. If you use the Self Service Portal after we have posted an amended version of these Terms on the Self Service Portal ("the Portal"), we will be entitled to assume that you have agreed to be bound to the amended version of the Agreement.
ACCESS CODES
For security, identification and verification purposes, when using Self Service Portal, you shall make use of a variety of access codes for different purposes, such as your access number, Personal Identification Number ("PIN"), card number, account number, User ID and Password. These are all called your "access codes".
You must take care to keep your access codes secret. Only you may use them. Do not disclose your access codes to any other person and do not keep together with other Internet Banking documents. If you call the Service Service Portal helpline, we may ask you for certain information such as your account or card number. However, there will never be a reason for anybody, including our staff, to know your Password or PIN.
You must keep any reference number they give you as proof of the fact that you have notified us of your security risk. If you believe your access codes have been compromised, you must immediately contact the Self Service Portal helpline on 2711440 / 0723786736 / 0735999012 and request that they deactivate your access codes or you can reset your access codes on the website with your bank card and PIN. Until you notify us to deactivate your access codes we will not be responsible for any transactions that are performed without your knowledge or consent or any loss you suffer as a result.
TERMINATION OF USE OF SELF SERVICE PORTAL
We may terminate your use of the Portal at any time, due to a reasonable cause and notify you. Such termination shall affect instructions given to us and pending to be carried out. We will however, terminate your use of the Portal immediately and without any notice to you if:
a) You breached these Terms.
b) A fraudulent transaction was conducted directly or indirectly by you.
You may however, terminate your use of the Self Service Portal by contacting the Self Service Portal helpline on 2711440 / 0723786736 / 0735999012.
FRAUDULENT ACTIVITIES
We are committed to ensuring the security of your use of the Portal and are entitled to investigate any loss suffered by you which is alleged to have occurred as a result of fraud via the website. Where you have been a victim of an online transaction fraud, you must inform us immediately as soon as you become aware that a suspicious transaction has occurred on your accounts and open a case at your nearest Equity Branch.
You will also be required to co-operate with us and the police in any investigation conducted into losses you suffer. We will investigate all reported cases of Online Transaction frauds and provide feedback on the Action to be taken provided that you have complied with the safety measures listed in the Security Policy, will reimburse you after the investigation for any losses suffered due to fraud committed via this website.
LOGIN TO THE SELF SERVICE PORTAL
Before you can use the Portal, you must first have a User ID and PIN. Once you have these and your USER ID has been activated, visit the homepage of the website, click on the "Self Service Portal Link" button and proceed to login. For more information, visit our website or call the Self Service Portal helpline on 2711440 / 0723786736 / 0735999012.
YOUR INSTRUCTIONS
Since this is an online portal, you agree that we are entitled to assume that you have authorized all transactions once your access codes have been entered. This will not apply if you have notified us to disable access to your accounts because your access codes have been misplaced, lost or stolen and you have a reference number to prove that.
Our records of your transactions will be proof of any instruction you have given us, unless you can prove to the contrary. You are responsible for giving correct information and instructions when creating your profile and when conducting transactions via the website. We will try to assist if you make a mistake when giving us an instruction, but we will not be responsible for any loss or damage caused by your error. We will also not be liable for payments made by you to unintended recipients due to the input of incorrect information, nor are we responsible for the verification of the identity of recipients.
We cannot reverse duplicate or erroneous payments you make to other accounts without the specific consent of the accountholder. Our role is simply to pass your instructions on to where the account is held and we will not be liable for any act or omission on the part of such institution. Certain transactions may not be terminated, such as the purchase of pre-paid products made available online. Unless otherwise stated in a product agreement, all transactions will be subject to the same turnaround times that apply to the same transactions, accounts and customer profile, if done at an Equity Bank Branch. An instruction will only be deemed to have been received by us once we have confirmed receipt.
If you are unsure as to whether a transaction has been processed, you should contact us before you re-submit the instruction. This is because re-submitting an instruction may cause us to process the same transaction twice, for which the bank not be liable.
ENDING A SESSION
You must log off the Portal once you have finished using Portal. If you do not do this, unauthorized transactions may result, for which the bank shall not be liable.
PRIVACY
We respect your privacy and your personal information. For this reason, we have prepared a Privacy Policy to let you know how we will treat any personal information that we may have about you. We will take all reasonable measures, in accordance with our Privacy Policy, to protect your personal information and to keep it confidential, even when you are no longer our customer. If you call our helpline you permit us to record your calls for security reasons, customer care and to comply with various laws.
SECURITY
Information that is transmitted over the Internet or via other networks (wireless or otherwise) may be subject to interception. While we will take all reasonable precautions to ensure that the Portal is secure, we cannot be liable for any loss or damage you suffer as a result of your negligence.
You should regularly read the security tips which we publish on the Portal and take the precautions mentioned therein. If you want to prevent others from reading email we send you, you must set up your own password protection on your system at home or work. Please read our Security Policy for more information.
NO WARRANTIES
No warranties, whether express or implied, are made of any kind in respect of the Portal including in respect of the performance, quality, security, content, information, availability, accuracy, safety or reliability of the Internet.
LIMITATION OF LIABILITY
Although we have taken reasonable care to prevent harm or loss to you, we are not liable for any harm or loss whatsoever arising as a result of your use of the Portal unless such loss or damage arises from our gross negligence or intentional misconduct. This includes your inability to use the online platform including, without limitation, any direct, indirect, special, incidental or consequential damages, whether arising out of contract, statute, depict. Without derogating from the generality of the foregoing, we are not liable for:
a) Any damages which you suffer as a result of a compromise of your access codes;
b) Any interruption, malfunction, downtime or other failure of the Portal, our Banking system, third party system, databases or any component part thereof for whatever reason;
c) Any loss or damage which arises from your orders, investment decisions, purchases or disposal of goods and services, including financial instruments or currencies, from third parties based upon the information provided on the Portal;
d) Any loss or damage with regard to your or any other data directly or indirectly caused by malfunction of our bank system, third party systems, power failures, unlawful access to or theft of data, computer viruses or destructive code on the bank system or third party systems; programming defects; negligence on our part;
e) Any interruption, malfunction, downtime or other failure of goods or services provided by third parties, including, without limitation, third party systems such as the public switched telecommunication service providers, internet service providers, electricity suppliers, local authorities and certification authorities;
f) Any event over which we have no direct control
You furthermore indemnify us against any claims by third parties or loss suffered by us arising from your use of the Portal.
LINKS TO THIRD PARTY WEBSITES
For your convenience, this website may contain links to the websites of other parties ("third party websites"). By making the hyperlinks available we are not endorsing third party websites, their content, products or services they offer or the owners of these third party websites.
USING CONTENT FROM OUR WEBSITE
The content on the Portal, including all registered and unregistered trademarks, constitutes our intellectual property rights. You may not establish a hyperlink, frame, Meta tag or similar reference, whether electronically or otherwise ("linking") to this website or any other subsidiary pages without our prior written consent, which consent is at our sole discretion. You may apply to establish such a link by submitting your request to in ebanking@equitybank.co.ke In the event that you have not heard from us within 5 (five) working days, please consider your request as having been rejected.
PERSONAL RECORDS
We respect your privacy and your personal information. For this reason, we have prepared a Privacy Policy to let you know how we will treat any personal information that we may have about you. We will take all reasonable measures, in accordance with our Privacy Policy, to protect your personal information and to keep it confidential, even when you are no longer our customer. If you call our helpline you permit us to record your calls for security reasons, customer care and to comply with various laws.
MODIFICATION, SUSPENSION OR TERMINATION OF SERVICES VIA THE SELF SERVICE PORTAL
We may discontinue providing any of the products or services offered via the Portal at any time at our sole discretion. We will however, notify you of this within a reasonable time of these changes being made
CODE OF BANKING PRACTICE
We subscribe to the code of banking practice which will apply to our relationship with our customers who fall within the ambit of the Code. This is governed by Central Bank of Kenya.
SUBMITTING A COMPLAINT TO US
If you wish to lodge a complaint, please notify us in writing by lodging a complaint using this e-mail address; Kenyans.abroad@equitybank.co.ke. You can also contact us via these phone numbers: +254763026481(during working hours), +254-763063000(24hrs a day 7 days a week Contact Centre)
ADDRESS FOR LEGAL NOTICES
All legal notices relating to products must be delivered as provided for in the product agreements. Where such address is not specified, such notices must be sent to our Registered Address. We may send you legal notices to any of the addresses you have specified on any of your application/registration forms with us or at the address you actually work or live.
THE LAW GOVERNING OUR RELATIONSHIP
These terms are subject to the laws of the Republic of Kenya. Accessing
GENERAL
The headings appearing in these Terms are inserted for convenience only and will not be taken into account when interpreting these Terms. Where dates and times need to be calculated in terms of these Terms, the international standard time (GMT) plus 3 (three) hours (Nairobi) will be used.
