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Mobile Banking Terms & Conditions

Definitions:

  • “Bank” means Dhanlaxmi Bank Ltd, a duly constituted scheduled commercial Bank governed by the provisions of Banking Regulation Act, 1949 having its registered office at Thrissur, Kerala-680 001 and branches all over India.
  • “Mobile Banking Services” means the services or facilities granted by the Bank to access information relating to the savings/current or any such eligible account of the customer and usage of products and/or services as may be made available on mobile phone by the bank from time to time.
  • “Mobile Banking SMS (Dhanam SMS @ mobile) pull Services” means the services provided by the Bank whereby a customer can obtain specific information pertaining to his account on his mobile phone number at his/her request for the services made available by the Bank from time to time.
  • “Mobile Banking Alert (Dhanam alert @ mobile) Services” means the services provided by the Bank whereby a customer can obtain specific information pertaining to his account on his mobile phone number. The specific information will be made available by the Bank from time to time for setting up at the request of the customer.
  • "Alert(s)" means the customized messages sent to the customer over his mobile phone as Short Messaging Service ("SMS") in response to the “Triggers” set by the customer. The alerts will be sent in cycles of every 15 minutes and each alert will be carrying the available balance in the account. If multiple transactions happen in an account within the cycle, the alerts will carry the individual transaction details whereas the available balance shown for individual alerts would be the balance as at the end of the cycle.
  • "Triggers" means the customized requests that are required to be set or placed by the user with the Bank, which shall enable the Bank to send the corresponding Alerts to the user for specific event/transactions relating to his Account.
  • “Mobile phone” means the handset together with requisite accessories, equipment attachments and other software which is owned by the mobile subscriber.
  • “User” means the customer of the Bank authorized to use the Mobile Banking Service/Mobile SMS/Mobile Alert facility.
  • “Services” means the Mobile Banking Services (Web Based or App Based (Windows or Android or IOS)), Mobile SMS Banking and Mobile Alert Banking services offered by the Bank.
  • “IMPS” means Immediate Payment Service offered by the Bank to its customers who are eligible for Mobile SMS Banking and Mobile Alert Banking Services offered by the Bank and who are agreeable to the terms and conditions of mobile banking set out herein.
  • 'USSD' shall mean Unstructured Supplementary Service Data.

 

Eligibility

  1. The Customer desirous of using the Mobile Banking Facility should be either a sole Account holder or authorised to act independently. In case of joint Account/s, the written mandate of other account holders authorising the Customer to use the Facility would be required. All or any transactions arising from the use of the Facility in the joint account shall be binding on all the joint account holders, jointly and severally.
  2. Mobile Banking Services (SMS pull or Alert) are available to an approved customer of any of the Core Banking Branches in respect of his/her/their satisfactorily maintained accounts such as Savings Bank, Current Deposit, Dhanam Plus, Dhanam Double Plus, Savings NRE/Savings NRO/Cash credit/overdraft accounts or any other accounts at the sole discretion of the Bank, which shall be called as Primary Account.
  3. The eligibility for availing this service is that the minimum account balance in the Savings bank account should be Rs.5000/- and in current accounts, Rs.10000/-.Alert messages will be forwarded to all transactions in excess and equal to Rs.2000.00. The minimum transaction value of alerts is fixed at Rs.2000/-.(The eligibility criteria according to “the maintenance of account balance” and “minimum transaction alert value” may be changed from time to time which would be notified in the Bank’s website/Notice Board as decided by the Bank from time to time. As of now, NRI customers are eligible only for Mobile Banking alert Services since access to 5676751 is not available for facilitating Mobile Banking SMS pull Services.
  4. Mobile Banking Services (Web Based or App Based (Windows or Android or IOS)) are available to an approved customer of any of the Core Banking Branches in respect of his/her/their satisfactorily maintained accounts The eligibility for availing this service is that the customer should be registered for Internet Banking and customer should have a mobile device with data accessing facility (GPRS or WIFI etc) and applicable operator data charges to be bare by the customer.
  5. The Customer desirous of availing the Services should have a Savings Bank or current account, a holder of Debit card, with the Bank in his/her sole name. In case of joint accounts (JOO or JOF), the facility shall be provided to the account holder/s only if the mode of operations is “Either or Survivor”, “Former or Survivor”. Each applicant will have to register separately for availing the facility. All the joint account holders would have to sign in the Declaration authorizing the Bank to provide the facility to the applicant. In such cases, instructions of all the joint account holder/s authorizing the user to use the Services would be required. All or any transaction arising from the use of the Services in the joint account shall be binding on all the joint account holders, jointly and severally. In the case of joint accounts, partnership accounts etc the mandate specified by the Bank is to be given by all the joint account holders/partners. The Bank does not support the facility to the guardians of “guardian operated minor accounts”.
  6. Accounts in the name of minors are not eligible for Mobile banking facility. An account in the name of the minor, in which a minor is a joint account holder or any account where the mode of operation is “jointly”, is not eligible for the Services.
  7. The guidelines issued by Reserve Bank of India on “ Know Your Customer( KYC)” “Anti Money Laundering (AML)” and “Combating the Financing of Terrorism(CFT)” from time to time is applicable to mobile based banking services also
  8. Customers, availed the mobile banking service should not use the facility for cross border inward and outward transfers.
  9. The final discretion to offer this Mobile Banking Services to a customer rests with the Bank and if the Bank decides, may withdraw such a facility any time without notice and without giving any reasons.
  10. Offering IMPS to its customers is the sole discretion of the Bank. customer to whom IMPS service is provided by the Bank should have the Beneficiary’s mobile number and his MMID (7 digit code)
  11. Customer should ensure that the beneficiary Bank can accept IMPS (P2P, P2M or P2A or P2U) remittance before initiating the IMPS transactions.
  12. The Bank shall not be liable for any wrong Mobile number or MMID or other beneficiary details provided for IMPS remittance.
  13. The Bank shall not be liable for any delay or delivery fail for SMS confirmation of IMPS remittance.


A. Mobile Banking SMS Pull Services (Dhanam SMS@mobile) and Alert Services (Dhanam Alert@mobile)

  1. Mobile Services will be available 24 x 7 x 365.
  2. The Bank reserves the right to decide on the services to be offered to a particular user and different services may be offered to different users.
  3. The Bank also reserves the right to make any additions or deletions in the services offered through Mobile banking at any time.
  4. The user shall, as a matter of customer protection, use his Customer ID (numeric) in addition to the keyword (Alphabetic) to access the mobile banking services
  5. The user shall neither disclose his/her customer ID nor allow access to his mobile SIM (since combination will allow access to the facilities) to any other person for security reasons.
  6. The last updated mobile number in the records of the Bank would be used to send the Alerts. Alerts are presently not available for two Mobile numbers for the same account. However, more than one account under same customer ID can be set on a particular mobile number.
  7. The Alerts will be available to the users only if the user is within the cellular service range of the particular cellular service provider or within such area, which forms part of the roaming network of such cellular service provider providing services to the customer.
  8. The pull and alert Services shall not be available during which the system will be used for backups or any other maintenance activities. However, the Bank shall endeavor to provide the services to the extent possible during this period also.


B. Mobile Banking Services (Web Based or App Based (Windows or Android or IOS))

  1. Mobile Banking Services will be available 24 x 7 x 365.
  2. The Bank reserves the right to decide on the services to be offered to a particular user and different services may be offered to different users.
  3. The Bank also reserves the right to make any additions or deletions in the services offered through Mobile banking at any time.
  4. The user shall, as a matter of customer protection, use his Customer ID (numeric) in addition to the MPIN and TPIN (Login and Transaction PIN) to access the mobile banking services
  5. The user shall neither disclose his/her customer ID or MPIN or TPIN nor allow access to his mobile SIM (since combination will allow access to the facilities) to any other person for security reasons.
  6. The last updated mobile number in the records of the Bank would be used to facilitate the mobile banking services. Mobile banking can be used only through the registered Mobile number.
  7. The Mobile Banking service will be available to the users only if the user is within the cellular service range data service available of the particular cellular service provider or within such area, which forms part of the roaming network of such cellular service provider providing services to the customer.
  8. The Mobile banking Services shall not be available during which the system will be used for backups or any other maintenance activities. However, the Bank shall endeavour to provide the services to the extent possible during this period also.
  9. Customer should ensure that the details provided for IMPS, Mobile/DTH Recharge and Billpay services are correct. The Bank shall not be liable for any wrong details provided for these services.

Registration for Mobile Banking SMS Pull/Alert Services

  1. Eligible customers of the Bank desirous of availing the services should submit an application in the specified form, duly completed, at the respective branch of the Bank where the account is maintained. If the customer is maintaining one or more accounts with any other branch/es under the same ID, the request shall be forwarded to the concerned branches for registration of such multiple accounts.
  2. Customers of the Bank shall be allowed to use the facilities only after his/her/their application has been processed and the information furnished registered with the Bank. The processing of the application form and activation of the service shall require a minimum of 3 days from the date of submission of the application.
  3. The Bank shall have the right to reject the application of any person without assigning any reason.

Authorisation

  1. The user expressly authorises the Bank to disclose to the mobile service provider / Application Service Provider all user information in its possession, as may be required by them to provide the services to the user.
  2. The Bank shall make all reasonable efforts to ensure that the user information is kept confidential. The Bank however shall not be responsible for any divulgence or leakage of confidential user information. If the Bank becomes legally compelled to disclose such user information before any authority or judicial forums, Bank can provide the same without giving intimation to the user regarding the same.
  3. The user expressly authorises the Bank to carry out all request(s) or transaction(s) for and/or at the request of the user as are available to the user through mobile banking facilities without the Bank having to verify the authenticity of any request or transaction purporting to have been received from the user through Mobile Banking.
  4. The Bank is providing payment facilities including Bill payment facility through mobile banking services the user shall be deemed to have expressly authorized the Bank to make payment of the same when a request is received from them.

Usage/Process

  1. 1. The user shall use only his/her mobile phone, the number of which has been informed to the Bank as per the application, to access the facilities.
  2. 2. The user shall use the keyword (Alpha numeric) stipulated by the Bank from time to time to access the various services.
  3. 3. The user must keep the SIM card and his mobile phone in his possession at all times. The user shall be solely responsible for the consequences in case the user fails to adhere to the above.
  4. 4. All the transactions arising out of the use of Mobile Banking in relation to a joint account (EorS/ForS) shall be binding on all joint account holders.
  5. 5. The user shall be required to acquaint himself with the detailed process for using Mobile Alerts and the Bank shall not be responsible for any error made by the user while setting the Triggers / effecting payments. To receive the Alerts, the user may select and set all or any of the Triggers by indicating the same in the application submitted to the Bank.
  6. 6. In the setting of the Triggers by the user, the terms and conditions as applicable to Tele/Internet Banking of Dhanlaxmi Bank Ltd. shall also apply.
  7. 7. The user acknowledges that Mobile Alert will be implemented in a phased manner and the Dhanlaxmi Bank Ltd. may at a later stage, at its discretion, send Alerts over e-mail, expand or vary the available Triggers or Alerts, or may discontinue all or any of the facilities/features. The Bank may, from time to time, change the features of any Trigger or Alert. The user shall be required to keep him informed of the available Triggers or Alerts, which shall be made available on the Website. The user may, from time to time, modify the Triggers selected by him, without the necessity of a fresh registration by submitting an application for the same in the specified form. The Bank may subsequently offer the option of modifying the Triggers through its website and any instructions received from the user therein may be accepted by the Bank at its discretion.
    The user shall have the option of obtaining alerts through two methods.
    (a) The customers who subscribe for the mobile Alert facility shall indicate in the application form the desired alerts from the menu of alert choices offered by the Bank, which shall then be sent to him at specific points of time (Dhanam alert @ mobile).
    (b) The customer, after registering for the facilities, shall be required to send a specified keyword using SMS to a specified number 5676751 (chargeable to the customer as per rate fixed by his/her mobile operator) along with the desired access code which would describe a particular information request. (‘Dhanam SMS @ mobile’) Keywords for various information requests shall be as and provided for, from time to time, available at the branches of the bank/ or on the website.

Fees

Dhanam Mobile Banking Service is being offered free of charge. i.e. the customer will not be charged for any SMS message that the Bank sends to him/her. Dhanlaxmi Bank Ltd at its discretion reserves the right to charge for the Alert Facility and revise such charges from time to time and such updates in charges shall be intimated to the Customer through Alerts/ display on the Website or notice Board of the Bank, depending upon the discretion of the Bank, without serving any personnel communication to the respective customers.

Disclaimer

  1. The Bank shall endeavor to provide the Mobile Banking Services /Alert Facility on a best effort basis and the User shall not hold the Bank liable for non-availability of the Mobile Banking Services /Alert Facility or non-performance by service providers, if any ,engaged by the Bank or any loss or damage caused to the user as a result of use of the Mobile Banking Services /Alert Facility (including relying on the Alerts for the customer’s commercial, investment or business purposes) for causes which are not attributable to the Bank.
  2. The Bank shall not be liable for,
    1. Any loss/damages due to any attempt from Mobile App run on the "Jailbroken" or "Rooted" Mobile devices.
    2. Any unauthorized use of the user’s ID, keyword or mobile phone or for any fraudulent, duplicate or erroneous instructions/triggers given by the user.
    3. Acting in good faith on any instructions/triggers received by the Bank.
    4. Any error, default, delay or inability of the Bank to act on all or any of the instructions/triggers.
    5. Loss of any information/instructions/Alerts in transmission.
    6. Unauthorized access by any third party to any information /instructions/triggers given by the user or breach of confidentiality.
  3. Bank shall also not be liable for divulging the details of the accounts of the user to third parties in connection with extending the Mobile Banking Services.
  4. The Bank is in no way liable for the services provided by the mobile service providers to the User in relation to the mobile phone.
  5. The User agrees that the Bank may use the service of any service provider of its choice and that the Bank assumes no liability for any loss incurred by the user due to failure in the network. The User also agrees that the Bank is free to change the service provider at any time.
  6. The Bank and the service provider engaged by the Bank does not guarantee the performance of the system and network and shall not be held liable for any loss or damage whatsoever suffered or incurred by the User resulting from the services.
  7. The Bank and the service provider engaged by the Bank shall not be held liable for any loss or damage whatsoever arising out of delay, untimely delivery, non-delivery, interruption, suspension or error of the Mobile Banking facility in receiving and processing the request and formulating and returning the responses.
  8. The Bank shall not be liable for untimely delivery, non-delivery or delayed delivery of Alerts, error, loss or distortion in transmission of Alerts to the user.
  9. The Bank shall not be concerned with any dispute between the user and the cellular service provider and make no representation or gives no warranty with respect to the quality of service provided by the mobile service provider or gives no guarantee for timely delivery or accuracy of the contents of each alert.
  10. The Bank shall not be liable in any manner to the user in connection with the use of the mobile Banking/Alert facility.
  11. The responsibility of the Bank with respect to the facility of payment of any amount under any payment facility offered or to be offered by the Bank, as per this agreement shall be restricted to making payment of the bill / intimated amount by debit to the User's account and Bank shall not be liable to attend to any complaints as to the services offered, particulars of the claim in the bill and any other related claims/disputes if any raised by the Users.
  12. Bank shall not be liable for the oversight on the part of the User to update himself with the products which have been included in the Facility and specific services for each product as may be provided on the website of the Bank.

Indemnity

In consideration of the Bank providing these facilities, the user agrees to indemnify and hold the Bank and the service provider engaged by the Bank from and against all actions, claims, demands proceedings, loss, damages, costs, charges and expenses which the Bank may at any time incur, sustain, suffer or be put to as a consequence of or arising out of or in connection with any services provided to the user pursuant hereto. The user shall indemnify the Bank for unauthorized access by any third party to any information/instructions/triggers given by the User or breach of confidentiality.

Addition and withdrawal of facilities

The Bank reserves the right to introduce additional services and/or withdraw the existing services at any time with or without giving any notice to the user. The Users who request for cheque books/Statement of accounts agree that it will be dispatched at his/her risk to the address given in his/her application / Bank account within seven days and the Bank shall not be responsible for any mis-delivery, non delivery, misuse or misappropriation or other unauthorized dealing therein and for any loss sustained there from. The Bank reserves the right to send messages to the registered mobile phones regarding its products, services or any related matter, without the express consent of the User.

Terms and Conditions

Bank has the absolute discretion to amend or supplement any of the terms and conditions at any time without any notice to the customers and such amended terms and conditions will thereupon apply to and be binding on all the Users.

Termination

  1. The user can terminate the mobile Banking/Alert facility at any time by giving a written notice of at least fifteen days to the Bank.
  2. The User can disable service temporarily on his own. In such cases, he can reactivate also on his own. However, the Bank reserves the right to suspend the service to such Users permanently, if the user has disabled it for a long period, which shall be the Bank’s discretion.
  3. The Bank may withdraw the Mobile Banking Service/ SMS Pull/Alert Services at any time with or without giving any notice to the user.
  4. If the Bank introduces service charges for the facility and if there is no sufficient balance in the primary account for debiting such charges, or if the primary account is closed, the facility may be terminated permanently or suspended temporarily.
  5. The closure of any account of the user in the Bank or surrendering of mobile phone connection by user or disconnection of mobile phone by the service provider may result in stoppage of services for the closed accounts or automatically terminate the service completely.
  6. The Bank has the sole discretion to add to and/or to delete or vary at its discretion any of the terms hereof from time to time without notice to the user.
  7. USSD: The Customer can request for termination of the Facility by sending appropriate message through the mobile banking application on the handset or through choosing the option "De Registration" when the service is availed through USSD or by de-registering at ATM/ Home branch of the primary account enabled for Mobile Banking Service.

Notices

Notices or other communications required or permitted to be given or made under these Terms and Condition shall be in writing and delivered personally. The notices, in the case of Bank, to its registered office and in the case of user, to the address provided by him / her to the Bank . In addition Bank may also publish notices of general nature, which are applicable to all users of Mobile Banking on its Website. Such notices will have the same effect as a notice served individually to the user.

Dispute Resolutions and Governing Law

  1. The disputes with respect to Mobile Banking Service arise in between the user and the Bank , which is not redressed in the Grievance Redressal Scheme or the disputes which is not covered under the Banking Ombudsman scheme, will be settled by Arbitration by a sole Arbitrator appointed by the Bank and governed by the Indian Arbitration and Conciliation Act, 1996 as amended from time to time. The place of arbitration shall be in Thrissur, Kerala State.
  2. Bank accepts no liability whatsoever, direct or indirect for non-compliance with the Laws of any country other than that of India. The mere fact that the facility can be accessed by a user in a country other than India does not imply that the laws of the said country govern these terms and conditions and / or the operations in the accounts of the User and / or the use of the Facility.
  3. Jurisdiction of Courts. Adjudication of dispute through courts shall be subject to the exclusive jurisdiction of courts at Thrissur, Kerala.
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