Terms and Conditions for
Over The Counter (Agent OTC) Transactions
These TrueMoney Cambodia’s Terms and Conditions shall be valid and applicable to all users.
1. Meanings of Words
In these Terms and Conditions:
“TRUEMONEY”, “We”, “Our” and “Us” means TRUEMONEY (Cambodia) Plc.
“TRUEMONEY Agent” means a retailer or mom and pop shop, or any natural person legally appointed by TRUEMONEY under the Agent Agreement to carry out the TRUEMONEY’s products and services to its customers and/or business partners.
“SC Code” means the 8 digits Security Code generated by TRUEMONEY system to the Sender and must be presented to the TRUEMONEY Agent in order to cash out the money from the TRUEMONEY Agent.
“Sender” means a natural person who uses the TRUEMONEY Agent channel to transfer money to his/her counterparty (Receiver) .
“Receiver” means a natural person who uses the TRUEMONEY Agent channel to cash out the money from the Sender.
“Receiver Phone Number” means the phone number and mobile phone that the Receiver needs to present to the Agent for verification prior to cashing out the money.
“You” means the TRUEMONEY Sender or Receiver or Partner’s clients who use TRUEMONEY’s Agent network.
“PTU” means Phone Top Up.
“EDC” means Electronic Data Capture or POS device which is used by the Agent to process OTC transactions for the customers.
“Agent App” means mobile application developed by TRUEMONEY with features or functions for the Agent to perform OTC transactions for the customers.
“OTC” means Over the Counter transactions involving those products or services offered by TRUEMONEY via TRUEMONEY’s Agent Network.
“e-Wallet” means a mobile App account developed by TRUEMONEY with features or functions for Customers to hold fund or transact.
“PIN Code” means the 4 digits confidential codes that is secret to you and used to authorize when processing a transaction.
“NBC” means the National Bank of Cambodia that granted the Payment Service Institution license for TRUEMONEY to operate in Cambodia.
“MTO” means a Money Transfer Operator that is regulated by the Central Bank in a foreign Country (i.e. Singapore or UK) which TRUEMONEY connects with in order to enable cross-border money transfer from overseas to Cambodia.
2. Scope of Over The Counter (OTC) Transactions
OTC transactions refer to those products or services offered by TRUEMONEY to customers in Cambodia who will use one of the TRUEMONEY’s appointed Agents to perform any of the following transaction activities:
- Send money (domestic remittance); or
- Cash-out SC Code (domestic remittance); or
- Cash-out money (from e-Wallet); or
- Cash-out SC Code (from International remittance); or
- Cash in money (to e-Wallet); or
- Cash in money (for Partners); or
- Phone-top-Up (PTU); or
- Bill Payment; or
- Partner Pay Out; or
- Buy Ticket Service; or
- Register new e-wallet (Level 1 Customer only); or
- Any other products or services offered by TRUEMONEY from time-to-time.
3. How do these Terms and Conditions apply?
These Terms and Conditions will be used to govern the operation of the TRUEMONEY’s OTC transactions via Agent channel. It is important for you to read and understand these Terms and Conditions before you accept to use TRUEMONEY’s products or services. Please contact TRUEMONEY Care Center if you do not understand, or are unsure about any aspect of these Terms and Conditions. Our Care Center Contact Number: 023 999 639.
4. When do these Terms and Conditions take effect?
When you firstly accepted to use TRUEMONEY’s products or services at any TRUEMONEY’s appointed Agent, you agree to accept these Terms and Conditions for Over the Counter Transactions.
5. Authority
You acknowledged and agreed that the use of the TRUEMONEY’s Products or Services via TRUEMONEY’s Agent provides sufficient authority for us to process your transactions. We may act on this authority and/or your instruction and will not be liable for any Loss suffered by you resulting from us acting on this authority and we are not required to make further enquiries.
6. Detail OTC Transactions via TRUEMONEY Agent Channel
6.1 Send Money (Domestic Remittance)
You can send money to both registered TRUEMONEY e-Wallet account or non-registered TRUEMONEY customer.
6.1.1. Send to registered TRUEMONEY e-Wallet account
You shall fill in the form by providing Sender phone number, Receiver phone number or Receiver e-Wallet account number and amount that you wish to remit before the Agent can process your transaction.
6.1.2. Send to non-registered TRUEMONEY customer
You shall fill in the form by providing sender phone number, receiver phone number, and amount that you wish to remit before the Agent can process your transaction.
By providing these information and instruction, you authorise TRUEMONEY Agent to send money on your behalf using TRUEMONEY Payment device (EDC or Agent App).
You shall verify the money before giving your cash to the Agent to process your transaction. In case a dispute arises as a result of old notes or wear and tear, cash shortage or surplus, you agree to settle the matter directly with the Agent.
You shall not present counterfeit notes in order to process your transaction with the Agent. TRUEMONEY or its Agent reserves the right to confiscate the counterfeit notes to comply with the National Bank of Cambodia’s regulation.
You shall sign on the thermal paper receipt to comply with these Terms and Conditions and verify a copy of the printed receipt or SMS notification before leaving the Agent counter to confirm your transaction.
6.1.3. Security Code Validity Period and Transaction Rollback
Your 8 digits Security Code is valid for a month or 30 days counting from the date of the initial transaction. After the 30 days-period ended, your 8 digits Security Code will be expired.
For re-activation of the Security Code after expiration, you shall contact our Care Center via 023999639 to re-issue you a new Security Code upon TRUEMONEY having satisfied or validated your request.
For any transactions from the e-Wallet customer, TRUEMONEY shall return or roll back the fund to Sender after the expiry of the SC Code. TRUEMONEY reserves its right to charge a transaction dishonor fee of US$1 upon returning the transaction or rollback.
For any transactions from non-customers, the fund shall not be returned or rolled back but will be stored in TRUEMONEY system after the expiry of your SC Code to ensure better fund management and security reasons for you. You agree that TRUEMONEY shall not require to roll back the fund and may maintain such fund on your behalf until such time that you come to claim.
After 2 months or 60 days from the initial date of the transaction, you remain the owner of the fund and can still claim your fund from TRUEMONEY but shall visit TRUEMONEY office to complete necessary due diligence.
Expired SC Code exceeding 6 years period: SC Code proceeds via our Agent network shall be valid for a period of 6 years after the initial date of your remittance. Any SC Code exceeding the stipulated period shall be voided and no longer capable of execution. Without redeeming your SC Code after 6 years, you agree to transfer fund ownership rights to be managed by us. You may still be able to claim your net unclaimed amount minus applicable administrative charges by visiting TRUEMONEY’s Head Office to complete necessary due diligence/application.
6.1.4. Fund Management fees and charges after 2 months (60 days)
To maintain your fund on a daily basis, TRUEMONEY will reconcile your fund, regularly monitor and manage fund movement between TRUEMONEY’s system and fund held in the Trust Account with the partner Bank. There will be administrative cost and efforts for maintaining your fund and you agree that TRUEMONEY may charge you the monthly fund management fee of US$5 to cover up any administrative fees and charges incurred during the fund management period. TRUEMONEY reserves the right to revise such fees and charges from time-to-time and shall notify you 21 days in advance in line with the NBC’s regulation prior to the implementation of such fees and charges. The information of such fees and charges will be made available to you at all the Agent outlet/store, or when you accept to use our OTC transactions service with any Agent, and/or at our TRUEMONEY’s website (www.truemoney.com.kh).
6.2 Cash Out SC Code (Domestic Remittance)
You can go to any TRUEMONEY Agent near you to cash out the money received from your counterparty.
You shall satisfy us with the following requirements before the Agent can cash out the money:
- You shall fill in the form with the 8 digits security code, cash out amount, and receiver phone number.
- You shall bring with you the mobile phone with the phone number used for receiving the money;
You shall verify the money before leaving the Agent counter. In case any disputes arise as a result of old notes or wear and tear, counterfeit notes, cash shortage or surplus, you agree to settle the matter directly with the Agent.
Subject to the other Terms and Conditions in this document, you also agree and acknowledge to comply with the section 6.1.3 and 6.1.4 where applicable.
You shall sign on the thermal paper receipt to comply with these Terms and Conditions and verify a copy of the printed receipt or SMS notification before leaving the Agent counter to confirm your transaction.
6.3 Cash Out Money (from e-Wallet)
You can go to any TRUEMONEY Agent nearby to cash out money from your e-Wallet.
You shall satisfy us with the following requirements before the Agent can cash out the money:
- You shall fill in the form with e-Wallet or Phone number information, cash out amount to the Agent for verification
- You will be asked to authorize your transaction with your PIN Code to process your transaction. Your PIN is confidential information and You shall not share it with the Agent and others.
You shall verify the money before leaving the Agent counter. In case any disputes arise as a result of old notes or wear and tear, counterfeit notes, cash shortage or surplus, you agree to settle the matter directly with the Agent.
You shall sign on the thermal paper receipt to comply with these Terms and Conditions and verify a copy of the printed receipt or SMS notification before leaving the Agent counter to confirm your transaction.
6.4 Cash Out SC Code (from International Remittance)
When you received voucher code of inbound international remittance from a relative or friend overseas, you can go to any TRUEMONEY Agent nearby to cash out the money.
You shall satisfy us with the following requirements before the Agent can cash out the money:
- You shall fill in Full name, NID or Passport Number, Voucher Code, Cash out amount, Receiver Phone number information, and provided to the Agent.
- You shall present the form to the Agent for further verification.
You shall verify the money before leaving the Agent counter. In case any disputes arise as a result of old notes or wear and tear, counterfeit notes, cash shortage or surplus, you agree to settle the matter directly with the Agent.
6.5 Cash In Money (to e-Wallet)
You can Cash in money to your e-Wallet via any TRUEMONEY Agent that is close to you.
You shall satisfy us with the following requirements before the Agent can cash in the money:
- You shall fill in e-Wallet or Phone number, Cash in amount, and provided to the Agent.
- You will be asked to authorize your transaction with your PIN Code to process your transaction. Your PIN is confidential information and You shall not share it with the Agent and others.
You shall verify the money before giving your cash to the Agent to process your transaction. In case of any disputes arose as a result of old notes or wear and tear, cash shortage or surplus, you agree to settle the matter directly with the Agent.
You shall not present counterfeit notes in order to process your transaction with the Agent. TRUEMONEY or its Agent reserves the right to confiscate the counterfeit notes to comply with the National Bank of Cambodia’s regulation
6.6 Cash In Money (for Partners)
TRUEMONEY has many banking or financial institution partners who will use the TRUEMONEY’s Agent network to perform cash in service for their clients.
You (Partner’s client) shall satisfy us with the following requirements before the Agent can cash in the money:
- You shall fill in Partner name or Partner Code, Customer or Account number, Cash in amount, and Phone number
- You shall fill in the form and presented to the Agent for further verification.
You shall verify the money before giving your cash to the Agent to process your transaction. In case of any disputes arose as a result of old notes or wear and tear, cash shortage or surplus, you agree to settle the matter directly with the Agent.
You shall not present counterfeit notes in order to process your transaction with the Agent. TRUEMONEY or its Agent reserves the right to confiscate the counterfeit notes to comply with the National Bank of Cambodia’s regulation.
6.7 Phone top Up (PTU)
You shall satisfy us with the following requirements before the Agent can issue you the PTU:
Pinless PTU:
- You shall fill in PTU amount and Phone number
- You shall fill in the form and presented to the Agent for further verification.
Pin PTU:
- You shall fill in Operator Name and PTU amount
- You shall fill in the form and presented to the Agent for further verification.
You shall verify the money before giving your cash to the Agent to process your transaction. In case of any disputes arose as a result of old notes or wear and tear, cash shortage or surplus, you agree to settle the matter directly with the Agent.
You shall not present counterfeit notes in order to process your transaction with the Agent. TRUEMONEY or its Agent reserves the right to confiscate the counterfeit notes to comply with the National Bank of Cambodia’s regulation.
6.8 Bill Payment
TRUEMONEY has many bill payment partners (Business-2-Business) who will use the TRUEMONEY’s Agent network to settle bills with their clients such as: loan repayment, cable fee, school fee, utilities, food & beverages, groceries etc.
You (Partner’s client) shall satisfy us with the following requirements before the Agent can settle your bill:
- You shall fill in Biller Name or Biller Code, Consumer or Reference ID, Biller amount, and Phone number
- You shall fill in the form and presented to the Agent for further verification.
You shall verify the money before giving your cash to the Agent to process your transaction. In case of any disputes arose as a result of old notes or wear and tear, cash shortage or surplus, you agree to settle the matter directly with the Agent.
You shall not present counterfeit notes in order to process your transaction with the Agent. TRUEMONEY or its Agent reserves the right to confiscate the counterfeit notes to comply with the National Bank of Cambodia’s regulation.
6.9 Partner Payout
You shall satisfy us with the following requirements before the Agent can settle your Payout:
- You shall fill in Partner Name, Serial Number and Phone number
- You shall fill in the form and presented to the Agent for further verification.
You shall verify the money before leaving the Agent counter. In case of any disputes arose as a result of old notes or wear and tear, counterfeit notes, cash shortage or surplus, you agree to settle the matter directly with the Agent.
6.10 Buy Ticket Service
TRUEMONEY offers ticketing service which a customer can purchase a bus or cinema ticket from any TRUEMONEY’s Agent network.
You shall provide the type of ticket, ticket information, amount, and Phone number before the Agent can sell you the ticket.
You shall verify the money before giving your cash to the Agent to process your transaction. In case of any disputes arose as a result of old notes or wear and tear, cash shortage or surplus, you agree to settle the matter directly with the Agent.
You shall not present counterfeit notes in order to process your transaction with the Agent. TRUEMONEY or its Agent reserves the right to confiscate the counterfeit notes to comply with the National Bank of Cambodia’s law and regulation.
6.11 Registering New e-Wallet (Level 1 Customer Only)
TRUEMONEY customers who wish to sign up for a new e-Wallet can do so via TRUEMONEY App, but alternatively the customers can also sign up via Agent.
To sign up a new e-Wallet via Agent, You shall satisfy us with the following requirements:
- You shall fill in Full Name and Phone number
- You shall Cash in the money into your e-Wallet with a minimum amount of US$5 or KH 20,000 Riels.
You shall verify the money before giving your cash to the Agent to process your transaction. In case of any disputes arose as a result of old notes or wear and tear, cash shortage or surplus, you agree to settle the matter directly with the Agent.
You shall not present counterfeit notes in order to process your transaction with the Agent. TRUEMONEY or its Agent reserves the right to confiscate the counterfeit notes to comply with the National Bank of Cambodia’s regulation.
- Processing Instructions
All transactions will be performed by the Agent and automatically processed real-time through TRUEMONEY’s platform, either via Agent App or EDC. Any transaction processed cannot be cancelled, altered or changed by you. You shall verify your payment instruction before you ask the Agent to process your transaction to avoid mistake or error.
At your request, you realized your mistake or error or the Agent found out immediately post your transaction, TRUEMONEY or its Agent reserves the right to cancel your transaction only if such transaction has not exceeded the 10 minutes grace period mandated by the TRUEMONEY’s system. Notwithstanding the above, you can still cancel your transaction, but it will be subjected to additional transaction fees & charges.
You shall verify a receipt or SMS notification to you post your transaction before leaving the Agent’s counter. You shall retain the transaction receipt and SMS notification for future reference until your transaction has been successfully settled with your counterparty.
- Fees and Charges
TRUEMONEY or its Agent will charge a transaction fee from you when you are using TRUEMONEY’s products and services or its platform to process your transaction.
The fees and charges will be based on the fee structure set by TRUEMONEY which will be made available at TRUEMONEY Agent Outlets / shops or publicly available in TRUEMONEY’s website (www.truemoney.com.kh). TRUEMONEY reserves the right to change the fees and charges from time to time to remain competitive in the market and doing so to ensure business sustainability. Other fees and charges were also relevant as per section 6.1.3 and 6.1.4 above. You agree to pay these fees and charges as made available to you.
- 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:
- the transaction may breach or contrast with any regulation and/or law in Cambodia or any other countries; or
- 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 countries and you agreed that TRUEMONEY may disclose any information concerning you and your transactions to 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 countries.
7. 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
True Money may offer special promotions and/or discounts from time to time with specific time periods and conditions provided. 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 take 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
- 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.
- You must not use TrueMoney Application for prohibited business activities.
- 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.
- 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.
- 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.
- 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.
- 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.
- You must not let anyone use your TrueMoney Wallet Number, fingerprint/Face ID and 4 digits PIN.
- You must not allow any other person to see you entering your wallet number and 4 digit PIN at all times.
8. 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.
- if, in TrueMoney’s decision, a threat is posed to any TrueMoney Application related system or part of the TrueMoney ecosystem; or
- for the purposes of carrying out periodic maintenance and administration tasks.
- 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.
- 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.
9. 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.
10. 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:
- any service provider engaged by TrueMoney to carry out or assist its functions and activities;
- to TrueMoney’s agents, contractors, advisers and to other persons authorised or required by law to disclose Information to;
- to TrueMoney’s parent company and subsidiaries for internal administrative and operational purposes or to any service providers engaged by them;
- the Bank to enable the Bank to hold your funds and carry out its banking operations;
- 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.
11. 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:
- the transaction may breach any law in Cambodia or any other country; or
- 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.
12. Security
12.1. Cancellation of your access
TrueMoney may cancel or limit your electronic access without prior notice and without any liability if:
- TrueMoney suspects that the use of your TrueMoney Wallet, or electronic access may cause loss to you or TrueMoney;
- TrueMoney suspects you of being fraudulent or engaging in inappropriate transaction behaviour;
- Your TrueMoney Wallet has been closed;
- TrueMoney’s systems or equipment malfunctions or are otherwise unavailable for use;
- TrueMoney believes that the security of your electronic access or TrueMoney’s systems and equipment may have been compromised; or
- 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:
- You attempted to access TrueMoney’s Operating System from a rooted or jail-broken or clone device and/or application.
- Your device was manufactured for a specific country with special Operating System configurations/customizations that do not comply with international (security) standards.
- You attempt to exploit the security measures/protection of TrueMoney Application through any fraudulent activities as defined by TrueMoney.
13. 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.
14. 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:
- your name and TrueMoney Wallet Number;
- details of the transaction in question; and
- 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.
15. 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.
16. 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:
- 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;
- TrueMoney received formal application and/or complaint from your family or legal heir notifying of your death;
- 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;
- 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;
- 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.
17. 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:
- notice displayed on TrueMoney’s website at www.truemoney.com.kh or by advertisement in major daily or national newspapers; or
- 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.
18. 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.
19. 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.
20. 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.
21. Indemnity
You agreed to indemnify TrueMoney against any loss that TrueMoney may suffer arising directly or indirectly because you:
- did not observe your obligations under these Terms and Conditions; or
- 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:
- any amount that is or may become owing by you to the Company and vice versa pursuant to this term and conditions;
- 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.
22. 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.
23. 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.
24. Governing Law
These Terms and Conditions are governed by the laws of Cambodia.
Virtual Mastercard Terms and Conditions
The terms and conditions apply to the usage of TrueMoney Virtual Mastercard (“Virtual Card”), which has been issued to you by True Money (Cambodia) PLC. (“TrueMoney”) by your request.
The Terms apply to you and your use of Virtual Card and they are a binding legal agreement between you and us. By accepting and/or using this Virtual Card, you have read, understood, and agreed to be bound by all of these Terms and Conditions. These Terms take effect (begin) when you activate a Virtual Card through your TrueMoney Wallet App. TrueMoney may change these Terms from time to time. Such changes will take effect as soon as they have been published on our TrueMoney App or website. It is your responsibility to review the Terms before creating or using a Virtual Card and to take note of any changes.
- Definitions
“Virtual Card” refers to VIRTUAL Mastercard issued to you by TrueMoney upon your instruction and eligible criterion, satisfactorily fulfilled TrueMoney’s requirement to provide the service.
“TrueMoney Wallet” means the USD Wallet where your transactions will be reflected.
“TrueMoney App” refers to TrueMoney mobile application.
“OTP” refers to The one-time PIN (OTP) that may be required for you to complete a Transaction.
“CVV” The card verification value, a code that can be viewed on TrueMoney App.
“Transaction” Any online transaction (through a website, telephone or mobile application), including Third-party Apps, eCommerce transactions, mail order telephone order transactions, in app purchases and scan-to-pay transactions, in terms of which you use your Virtual Card to pay a Merchant for their products or services.
“You” and “your” means the individual person or legal person who has received the Virtual Card and who are authorized to use the Virtual Card as provided for in this document.
“We,” “us” and “our” mean True Money (Cambodia) PLC.
- Your Virtual Card
You can create a Virtual Card at any time through TrueMoney Wallet App by following the necessary prompts. Your Virtual Card will be ready for use as soon as you have completed the process. Each Virtual Card you create will have a unique card number and a unique CVV number. Your Virtual Card will have a 4 years validity period, and your Virtual Card is linked to your TrueMoney Wallet. The Virtual Card is a prepaid and reloadable card. You can set the balance of the Virtual Card within limits provided by TrueMoney and according to the wallet limitations. In Case of Errors or Questions about your Virtual Card and Linked Wallet, please contact our Call Center at (855) 23 999639.
- Fees and interest
You will not receive any interest on your funds on Virtual Card. By using a Virtual Card you agree to be bound and pay all fees associated with your Virtual Card. You agree that we may from time to time amend the above fee charges related to Virtual Card at our sole discretion. You agree that any such fee may be deducted from your Wallet balance.
- Use of Virtual Card
If you allow another person to have access to your Virtual Card details, you are liable for all transactions made with the TrueMoney Virtual Card, Card Number, or Wallet Number, as well as all related fees and liabilities incurred by those persons. You are wholly responsible for the use of each Virtual Card Number according to the terms of this document.
You may use the Virtual Card, as applicable, to purchase goods or services wherever your Virtual Card is honored as long as you do not exceed the balance available in your Wallet and/or defined default limit or any limit set by you in the card settings. You should be aware that some merchants such as Flight Companies, Cinemas, or Hotel may require you to present the physical card for proofing purposes and can reject or refuse to accept the Virtual Card; therefore, you are required to read the merchant’s Terms and conditions before you purchase the products/service online. TrueMoney is not responsible for such rejection by the merchants accepting Mastercard.
You further agree not to use your Virtual Card for illegal transactions such as pornography, gambling, or any other illegal purposes as may be deemed illegal/unacceptable to TrueMoney.
You will not be authorized to stop payment on any purchase transaction originated by Virtual Card after the transaction is authorized. When you use your TrueMoney Virtual Card to pay for goods or services, we will debit the amount in your Wallet to cover the settlement. We will debit your Wallet in USD, before a settlement request from the acquiring bank although your Virtual Card is expired.
5. Spending limits that can be set on Virtual Card
TrueMoney may define different limits in order to protect and secure the use of Virtual Cards. Some forms of limits are given to you, at their discretion, to define for their usage purposes. A few standard limits are listed, including but not limited to,
The number of Active Virtual Cards is limited to 1 Virtual Card, Mastercard
The daily purchase limit per one Virtual Card will be based on your wallet limitation. TrueMoney reserves its right to change wallet limitations from time to time to comply with the local and/or international regulatory requirements. You can set and change the purchase limit within this range anytime in the TrueMoney Wallet app. You can Freeze and Unfreeze the Virtual card anytime at your needs.
- Your responsibility
6.1 You are responsible for:
- looking after every Card and making sure that you keep your Card
details confidential and secure at all times;
- any and all activities that occur with your Cards, including all
activities of any persons who are in possession of your Cards,
with or without your permission.
6.2 If you do not keep your Cards secure, you give up any claim you may have for any loss or damage you may suffer because you have not kept them safe. After your Virtual Card details have been entered, we will assume that any instruction related to Virtual Card is genuine. If someone else uses a Virtual Card, we may carry out instruction as if you authorized it.
6.3 If your Virtual Card details are compromised in any way, somebody else can use the Virtual Card and you may lose the available balance on it. That person may also be able to gain unauthorized access to the Mobile App. We will not be responsible for any losses you suffer. You may also be held liable for any losses incurred by any other party due to someone else’s use of the Virtual Card.
6.4 You must check that your Transaction and the details of the Merchant are correct. We are not responsible for any loss you suffer if you enter the incorrect details for your Transaction or if you incorrectly repeat a Transaction.
- Returns and Refunds
If you are entitled to a refund for any reason for goods or services obtained with your Virtual Card, you agree to accept credit(s) to Wallet in USD linked to such Virtual Card for such refunds. You are not entitled to such a refund if your Wallet has been closed.
- Virtual Card Cancellation, Suspension, and Expiry
Each Virtual Card is valid until the expiry date, once Virtual Card has expired or is canceled you cannot use it for any Transactions, but you can create a new Card. You can delete a Virtual Card at any time on your TrueMoney Wallet App if you do not wish to use it anymore. We reserve the right at our sole discretion to limit your on using the TrueMoney Virtual Card, including limiting or prohibiting specific types of transactions such as merchant types. We may refuse to issue a Virtual Card or cancel your Virtual Card with or without prior notice. You agree to not use or allow others to use an expired, revoked, canceled, suspended, or otherwise invalid TrueMoney Virtual Card.
- International Transaction Fee – FOREX
Customers must have a USD balance to link and create a Virtual MasterCard. A KHR account is not allowed to be linked to the Virtual MasterCard. If you initiate a transaction in a currency or country other than the currency or country in which your TrueMoney Virtual Card was issued (USD), the amount deducted from your funds will be converted by Payment Schemes (i.e., Mastercard) into an amount in the local currency of your TrueMoney Virtual Card. Mastercard U.S.A. Inc. will establish a currency conversion rate for this convenience using a rate selected by Mastercard U.S.A. Inc. from the range of rates available in wholesale currency markets for the applicable central processing date, which may vary from the rate Mastercard U.S.A. Inc. itself receives or the government-mandated rate in effect for the applicable central processing date. In each instance, If you obtain your funds in a currency or country other than the USD currency, we may increase the currency conversion rate on top of the transaction amount and will retain this amount as compensation for our services. This charge is independent of and in addition to the currency conversion rate established by Mastercard U.S.A. Inc.
- Receipts
You should get or request an invoice at the time you make a transaction. You agree to retain your invoice to verify your transactions. In addition, you may verify your transactions in the Virtual card history and Wallet transaction history against your purchase invoice. You agree to examine and notify us of any errors, irregularities, discrepancies, claims or unauthorized debits or items whether made, processed or paid as a result of forgery, fraud, lack of authority, negligence, or otherwise by any person whatsoever.
You further agree that if you fail to advise us in writing to notify us of any errors, discrepancies, irregularities claims or unauthorized debits or items in the statement within twenty-one (21) days from, the date of the statement and notification is released, the records shall be conclusive evidence of the transaction entries and balances in your Wallet and you shall be deemed conclusively to have accepted all matters.
- Obtaining Balance and Transaction Information for Your Virtual Card
You should keep track of the number of funds available in your Wallet. If the balance remains insufficient, we reserve the right to close the TrueMoney Virtual Card, with prior notice. You may obtain information about the number of funds you have remaining in your Wallet by logging into the TrueMoney App.
- Confidentiality
We may disclose information to third parties about your Virtual Card or the transactions you make using your TrueMoney Virtual Card: (1) where it is necessary for completing transactions; (2) in order to verify the existence and condition of your Virtual Card for a third party, such as a merchant; (3) in order to comply with a government agency, court order or other legal reporting requirements; (4) if you give us your permission; (5) to our employees, auditors, affiliates, service providers or attorneys as needed.
- Our Responsibility for Failure to Complete Transactions
In no event will we be liable for consequential damages (including lost profits), extraordinary damages, or special or punitive damages. We will not be liable, for instance: (1) if, through no fault of ours, you do not have enough funds available in your Wallet to complete the transaction; (2) if a merchant refuses to accept your Card or provide cash back; (3) if an electronic terminal where you are making a transaction does not operate properly, and you knew about the problem when you initiated the transaction; (4) if access to your Card has been blocked after you reported your Virtual Card or Access Code lost or stolen; (5) if there is a hold or your funds are subject to legal process or other encumbrance restricting their use; (6) if we have reason to believe the requested transaction is unauthorized; (7) if circumstances beyond our control (such as fire, flood or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken; or (8) for any other exception stated in our Agreement with you.
- In Case of Errors or Questions about your Virtual Card and Linked Wallet
You will need to call our Call Center at (855) 23 999639 as soon as you can if you think an error has occurred in your Wallet linked to Virtual Card.
- Lost or Stolen Cards numbers/Unauthorized Transfers
If you believe your Virtual Card details have been stolen, call our call center telephone number (855) 23 999639 or you may freeze/delete your Virtual Card immediately using your TrueMoney wallet.
- Your Liability for Unauthorized Transactions
You agree to exercise reasonable control over your Virtual Card, PIN(s) in accessing TrueMoney Wallet, etc., OTP, Username; Password(s), and any other access code related to your Wallet through digital channels. Tell us AT ONCE if you believe your Virtual Card, and/or OTP has been lost or stolen. Also, if your transaction history shows transactions that you did not make, including those made with your Card Number or Wallet Number, or you believe a transaction has been made without your permission, inform us AT ONCE OR FREEZE YOUR CARD IMMEDIATELY.
You are liable for all transactions posted to your Wallet linked to Virtual Card. It is at your sole responsibility to keep your banking details, including but not limited to, Username, PIN, Card Number, Expiry Date, OTP, etc.,
- Amendment and Cancellation
We may amend or change the terms and conditions of this Agreement at any time. You will be notified by push notification of any change in the manner provided by applicable law before the effective date of the change. However, if the change is made for security purposes, we can implement such change without prior notice. We may cancel or suspend your Card or this Agreement at any time.
- No Warranty Regarding Goods and Services
We are not responsible for the quality, safety, legality, or any other aspect of any goods or services you purchase with your TrueMoney Virtual Card. It is your responsibility to check and work with the merchants to ensure that you get your goods and service as agreed in the purchasing terms.
- Anti-Money Laundering and Sanctions
19.1 You agree that TrueMoney may delay, block or refuse to process any transactions, cancel any access to TrueMoney Virtual Card and/or terminate TrueMoney Virtual Card Facility immediately and without prior notice to you without incurring any liabilities if TrueMoney suspects that:
(a). A transaction may be breached any laws or regulations in Cambodia or any other country;
(b). A transaction may be involved any person (natural, corporate, or governmental) that is itself sanctioned or is connected, directly or indirectly, to any person that is sanctioned under economic and trade sanctions imposed by the United States, the European Union or any country; or a transaction may directly or indirectly involve the proceeds of, or be applied for the purposes of, unlawful conduct.
19.2 You must provide all information to TrueMoney that TrueMoney reasonably requires in order to manage anti-money laundering or counter-terrorism financing and economic and trade sanctions risk or to comply with any laws in Cambodia or any other country. You agree that TrueMoney may disclose any information related to you to:
(a). Any law enforcement, regulatory agency, or court where required by any such law or regulation in Cambodia or elsewhere; and
(b). Any correspondent TrueMoney uses to make the payment for the purpose of compliance with any such law or regulation
19.3 You declare and undertake to TrueMoney that the processing of any transaction by TrueMoney in accordance with your instructions will not breach any laws or regulations in Cambodia or any other country.
- Miscellaneous
(1). One Time Password (OTP)
You agree and acknowledge to:
(i). Keep the password totally confidential and not reveal/ forward the password to any third party
(ii). Be responsible for interception/misuse of the OTP sent to you for the generation of the Virtual Card
(2) Internet Frauds:
The Internet is susceptible to a number of frauds, misuses, hacking and other actions, which could affect the making/use of Virtual Cards. Whilst we shall aim to provide security to prevent the same, there cannot be any guarantee against such Internet frauds, hacking and other actions, which could affect the making and use of the Virtual Cards. You shall separately assume/evaluate all risks arising out of the same.
(3). Technology Risks:
The technology for the Virtual Cards offered by us could be affected by virus or other malicious, destructive or corrupting code, program or macro. It may also be possible that our site may require maintenance and during such time, it may not be possible to process the request of the customers. This could result in delays in the processing of instructions or failure in the processing of instructions and other such failures and inabilities. You understand and acknowledge that we disclaim all and any liability, arising out of any failure or inability by us to honor any customer instruction.
(4). Limits:
You are aware that we may from time to time impose maximum and minimum limits on the Virtual Cards. You realize, accept and agree that the same is to reduce the risks on you. For instance, we may impose transaction restrictions within particular periods or amount restrictions within a particular period or even limits on each transaction or the limits of cards created per day. You shall be bound by such limits imposed and shall strictly comply with them.
(5). Indemnity:
You shall indemnify us for and against all losses and damages that may be caused as a consequence of you not complying with any provisions in the Virtual Card’s Terms and Conditions.
- Governing Law:
This Agreement shall be construed and governed in accordance with the laws of the Kingdom of Cambodia.
- Language
These Terms and Conditions have been prepared in English. In the event of any inconsistency between the original English version and any translations, the English version shall govern.
