E-Banking Terms & Conditions



1. Retail Internet Banking Services

These Terms and Conditions apply to COMMERCIAL BANK INTERNATIONAL PSC (“CBI”) Retail Internet Banking Services. These Terms and Conditions operate in conjunction with any other General Terms and Conditions for opening/operating of Bank Accounts and Electronic Banking Service, applicable to Account(s) you access using these services including the opening of any new accounts, If there is any inconsistency, these Terms and Conditions prevail.

Please read these Terms and Conditions carefully before using these services. If you do not understand any part of them, or if you have any questions, please seek clarification by speaking with a staff member at any CBI branch or call CBI Call Centre on 800 CBI (224) (UAE) or +971 4 2318400 (outside UAE).

2. Defined Terms

"Account(s)" means account(s) you have with CBI operating through its branches in the U.A.E., which CBI has determined, is accessible by the Service, including any new accounts opened.

"Account Holder" means a person who has entered into a contract with CBI for the Service who has an Account in his own name or a joint Account in respect of which CBI may act on the instructions of any one or more of them.

"AED" means the United Arab Emirate Dirham.

"Banking Day" means any day on which banks in United Arab Emirates are open for business.

"CBI" means Commercial Bank International PSC, Post Office Box 4449, Dubai, United Arab Emirates ("U.A.E.") operating through its branches in the U.A.E.

"Instruction" means any request or instruction to CBI which is effected through the Service by use of a User ID, Pin and Token pin.

"Internet Banking Service" means the service that CBI makes available through the internet network to enable the electronic receipt and transmission of information and Instructions (including in relation to an Account).

"Payment Cut-Off Time" means:

  1. In relation to an AED payment being made to another bank, may vary (Please refer to CBI’s cut off times for further information);
  2. In relation to a payment made in any currency to an Account within CBI-UAE is effected instantly; and
  3. For payments in a currency other than AED, the cut-off times may vary (please refer to CBI's Cut-Off Times for further information).

"User ID" means your 2-15 characters Internet Banking ID by which CBI identifies you.

"PIN" means your six digits Number created by you when you perform the “First time login” for Internet banking service. You will create a new 6 digits numeric "Pin" and reconfirm your choice. Your unique "Pin" will be used every time you logon to internet banking service.

"Service" means the Retail Internet Banking Service.

"Telephone Banking Service" means the Telephone Instruction and information service made available by CBI's Call Centre twenty-four (24) hours, seven days a week every day of the year.

"Terms" mean these terms and conditions, as amended from time to time.

"You" means an Account Holder who has accepted these Terms and "your" has the corresponding meaning.

3. Acceptance

When you use the Service, you accept these Terms and conditions.

If you have previously used the Service, your first use of the Service after publication of these Terms indicates your acceptance of them.

4. Using the Service

This Service can be used to:

Inquiry of account balances, clearing cheque information, transaction history, cheque status inquiry, Credit Card balance, Credit Card transaction history, Credit Card payment from own accounts, initiate and set up auto funds transfers (standing orders) Transfer funds within own linked accounts, to third party accounts, on online. Pay bills of designated utility companies on an online basis, as immediate or scheduled payments, Funds transfer through telegraphic transfers online and offline modes and update your personal details held by CBI for any Account.

Telegraphic Transfer

Make a payment transfer from any Account to another person’s account within the U.A.E. or another financial institution which includes the foreign branches of CBI or to another account you hold with another financial institution worldwide. (please refer to CBI’s transaction limits through Internet banking may vary according to the customer request). If you give an Instruction on a Banking Day to make a payment from an Account after the Payment Cut-off Time it may be processed on the next Banking Day.

If you give an Instruction to make a payment between any Accounts with CBI UAE it will be effected instantly.

If you give an Instruction to make an AED transfer to any account not held with CBI either after the Payment Cut-off Time or on any day which is not a Banking Day it will not be made until the next Banking Day.

If you give an Instruction to transfer a currency (other than AED) to an account with any other bank after the Payment Cut-off Time, it will be made on the next day which is both a banking day in the UAE, the country of the beneficiary account and the center for the relevant currency.

5. Secure Email Messages

  1. If we make this facility available to you, you may send us and we may send you secure e-messages over the Internet Banking Service.
  2. If you send us a message, we will aim to respond to you within two working days by e-mail or by telephone as confirmation of receipt of your message. If this is not possible or we are not willing to answer your query or comply with your request within this timescale or at all, we will aim to let you know this within two working days. No request will be implemented until we have first sent you a message as confirmation. Please be aware that once you have sent a request we may not be able to reverse it before it is implemented.
  3. You must not send us messages:
    1. in relation to matters for which there is a specific functionality on the Internet Banking Service e.g. to notify us of a change to your address or to make a payment;
    2. which require immediate attention (instead please call our 24 hour Call Center or visit our nearest branch);
    3. which are requests of a transactional nature e.g. share dealing or fund management instructions;
    4. reporting the loss or theft of cheques and/or cheque or credit cards (instead please call our 24 hour Call Center or visit our nearest branch );
    5. which are offensive, frivolous or otherwise inappropriate.
    If you do so we may at our absolute discretion remove the "Email" facility or terminate your use of the service in accordance with clause 21 below.
  4. Under no circumstances should any message sent by us be construed as an offer to provide a product or service to you on particular terms or at all. All products and services are subject to status and terms and conditions

6. Access to the Service

You agree that any person who supplies CBI with your User ID, Pin and Token Pin may be allowed access to the Service and to your Account.

You agree that CBI may delay acting upon an Instruction or ask for more information before acting on an Instruction.

CBI may specify limits on transaction types and values in respect of certain Accounts or the Service and may refuse to act on an Instruction if a transaction exceeds a particular limit. Please refer to Frequently Asked Questions and Help text under 'Transfer' option for details of limits governing the Service.

Where CBI has Instructions for more than one payment from an Account on the same day, it will determine the order or priority in which the payments are made.

CBI may reset your User ID, Pin and Token Pin at any time, by notifying you in writing. You may change your Pin at any time.

7. Security of your User ID, Pin and Token Pin

You must keep your User ID, Pin and Token Pin secure and take steps to prevent unauthorized use of them. You must not tell or disclose them to another person or allow them to be seen by another person (including family or friends). You must not keep a record of them in a way which they can be determined by another person. You must not record them together. You must not select a Pin which represents your birth date or a recognizable part of your name.

CBI may from time to time provide guidelines for ensuring the security of a User ID, Pin and Token Pin. The guidelines will provide examples only of security measures and will not determine your liability for any unauthorized Instruction on your Account. Liability for such transactions will be determined in accordance with clause 10 below.

8. What to do if your User ID, Pin and Token Pin is lost or stolen or otherwise compromised

You must notify CBI immediately if a record of your User ID, Pin and Token Pin is lost or stolen or you become aware or suspect another person knows your User ID, Pin and Token Pin or has made unauthorized use of the Service.

You should notify CBI in the U.A.E. by calling our Call Centre on 800 CBI (224) (UAE) or (9714) 2959118 (outside UAE) at any time. CBI will then cancel your Pin and arrange for you to select a new one.

CBI may cancel a User ID, Pin and Token Pin at any time without notice if it believes either is being misused.

You agree that CBI may disclose information about you or your Account to the police or other third parties if it thinks it will help prevent or recover losses.

9. Records and statements

You should carefully check Account records and statements when you receive them. If you believe that there has been a mistake in any transaction using the Service, or an unauthorized transaction, you must notify CBI immediately by calling our Call Centre on 800 CBI (224) (UAE) or (9714) 2959118 (outside UAE). Failure to do so may render you liable for unauthorized transaction which you may not otherwise be liable for.

Our records, unless proven to be wrong, will be conclusive evidence of your dealings with CBI in connection with the Service.

10. Liability for Unauthorized Transactions

You will be liable for any loss of funds arising from any unauthorized transaction on your Account if the loss occurs before you notify CBI that your User ID, Pin and Token Pin has been misused, lost or stolen or become known to someone else and if you contribute to the loss because:

  1. your fraud, your failure to look after and keep your User ID, Pin and Token Pin secure in accordance with clause 7 or your extreme carelessness in failing to protect their security is the dominant cause of your loss; or
  2. your unreasonable delay in notifying CBI of the misuse, loss or theft of your User ID, Pin and Token Pin or of them becoming known to someone else and the loss occurs between the time you did, or should reasonably have, become aware of these matters and the time you notify CBI. However, your liability will not exceed the lesser of:
  3. the credit balance of the Account plus any pre-arranged credit limit; or
  4. the amount you are able to withdraw from your Account on the day the unauthorized transaction takes place.You will not be liable for losses which are incurred:
  5. before you have received your User ID, Pin and Token Pin
  6. if the transaction occurs after you notify CBI that your User ID, Pin and Token Pin has been misused, lost or stolen or become known to someone else;
  7. that is caused by the fraudulent or negligent action of CBI's employees or agents, of companies involved in networking arrangements for the electronic transfer of funds or of merchants linked to that system, their employees or agents;
  8. that is related to an access method (including a User ID, Pin and Token Pin) which is expired, cancelled, faulty or forged;
  9. that is caused by the same transaction being incorrectly debited more than once to the same Account.

11. Liability

Subject to clause 12 and to the extent permitted by law, CBI will not be responsible for any damage or loss including legal costs, whether consequential or not, caused because of access to or inability to access the Service, except where it is caused due to the gross negligence or willful misconduct or default on the part of CBI or breach of a condition or warranty implied by statute in contracts for the supply of goods and services and which cannot be excluded, modified or restricted.

CBI makes reasonable effort to ensure that the information provided on the Web Site is accurate but does not guarantee or warrant its accuracy, adequacy, correctness, validity, completeness or suitability for any purpose.

CBI does not represent that CBI Web Site is free of viruses or harmful components. Though due care has been taken to make the database completely reliable and error-free, CBI claims exemption from any liability arising out of any such error in the data base.

All information/statements/certificate in this database are provided without any warranty, express or implied, as to their legal effect, completeness and effects of any transaction under process may not be completely reflected in your account. In case of transaction which do not reconcile to your record you are requested to bring any such discrepancy to CBI’s notice at the earliest. All information/statements/certificate should be used in accordance with applicable laws. Use of information/statements/certificate shall be at your own risk and CBI dose not undertake any kind of liability for the same.

CBI's liability for breach of any such non-excludable rights is limited, at the option of CBI, to the supply of the services again, or to the payment of the cost of having the services supplied again.

You will be liable for and agree to indemnify CBI against any loss or damage CBI may suffer because you did not observe your obligations under these Terms and Conditions or acted negligently or fraudulently when using the Service. The Bank will not be responsible for any loss that you may incur if you fail to comply with the terms and to observe all the security tips. The use of the Internet is subject to other risks which are not of a security nature described above but which arise from factors beyond the Bank's control, for example failure of communication networks, mechanical failures, power failures, malfunction, breakdown or inadequacy of equipment. These risks may result in your requests or transactions being delayed, lost or inaccurately transmitted and may cause you to suffer losses. Unless the Bank has been grossly negligent, the Bank will not be responsible for such losses.

12. Complaint procedure

If you have a concern/complaint with the Service please contact CBI by calling 800 CBI (224) (UAE) or 97142959118 (outside UAE). CBI will try to resolve your query as soon as possible; however some problems are complicated and may take time to resolve. For example, if there is a dispute over who is liable for a loss resulting from an unauthorized transaction, you will be asked to complete and sign a form seeking further information.

CBI will investigate your complaint and within 21 days of receiving your complaint, CBI will inform you explaining the outcome of its investigation or, if more time is needed, how the problem will be handled and when you can expect a reply. Except where CBI is awaiting a response from you, it will provide you with monthly updates on its progress should the investigation take longer than days to complete.

When CBI notifies you of the result, it will also advise you of the reasons for its decision. If your Account is found to have been incorrectly credited or debited, CBI will adjust your Account accordingly and notify you of this. If you are not satisfied with the decision, you may wish to take the matter further.

13. Information

You authorize us to pass information about you and your Accounts to other members of the CBI group and third parties through and in various countries and territories for the provision of the Service. Such information will be processed in accordance with our instructions.

CBI may share information about you with other members of the CBI Group of Companies or third parties as detailed in the Privacy and Security Statement.

14. Changes to these Terms

CBI reserves the right to change these Terms and any other information it has issued about the Service at anytime. If CBI introduces a new fee or charge, increases your liability for losses or adjusts any periodic transaction limits you will be given at least 30 days notice by such method as CBI shall decide. Notice of any other change will be given in writing (for example on Account Statements or on our Web Site) or by an advertisement appearing in the press no later than the date on which the change takes place.

15. Fees and Charges

If you use the Service to effect a transaction you may incur a fee on the Account you access. The fees and charges payable in respect of transactions are those detailed in CBI's Fees and Charges and are shown in our branches (at the time the relevant transaction is undertaken).

16. Other conditions

CBI shall not responsible if any information/page is printed/downloaded from CBI’s website and after printing/downloading complete/partial, text/information is altered/removed/obscured contained therein.

CBI makes no representations about the suitability, reliability, availability, timeliness, of the products and services contained on the CBI website for any purpose. All products, services are provided "as is" without warranty of any kind. CBI hereby disclaim all warranties and conditions with regard to this information, products, services including all implied warranties and conditions of merchantability, fitness for a particular purpose, title and non-infringement.

In no event shall CBI be liable for any direct, indirect, punitive, incidental, special, consequential damages or any damages whatsoever including, without limitation, damages for loss of use, data or profits, arising out of or in any way connected with the use or performance of the CBI websites, with the delay or inability to use the CBI website or related services, the provision of or failure to provide services, or for any information, software, products and services obtained through the CBI web sites, or otherwise arising out of the use of CBI website, whether based on contract, negligence, strict liability or otherwise.

Certain services, such as account information are dependent on a secure and continuous connection to the CBI database. CBI makes no warranties whatsoever that such connection will always be available. CBI reserves the right to suspend these services if in its opinion security of the site or of the data could be compromised. CBI may also suspend services on the website for any customer or group of customers at its sole discretion without assigning any reason whatsoever, in such event you will contact CBI offices for any clarification.

It will be your sole responsibility to ensure that the user name and password are kept confidential and not revealed/ disclosed to any third party, including any person claiming to represent CBI, or its agents and shall take all possible care to prevent discovery of the under name or password by any person.

While various services provided through the website is offered as privileged service to you without any charge. However CBI reserves the right to levy any service charges as applicable from time to time in consideration for the services provided herein. However, if you do not consent to the charge then, you may opt out of CBI services.

Use of this Site, by implication, means that you have gone through and agreed to abide by the Terms and Conditions and the Disclaimers of this site. www.cbiuae.com.

17. Electronic advertising

From time to time CBI may advertise its own products or services and those of other companies in the CBI Group of Companies on the website through which you access the Service. If, in relation to other agreements between you and CBI, you have asked it not to send you any marketing material (or if you do so in the future), you agree that this restriction will not apply to these electronic advertisements and consent to receiving them when accessing CBI's internet website and/or Service.

18. Security of Internet Banking

CBI uses a very high level of encryption to protect your transactions and Accounts from unauthorized access. The use of such levels of encryption may be illegal in certain jurisdictions. It is your responsibility to ensure that your ability to use the Service is permitted by local law. You are responsible for acquiring and maintaining any equipment required for your continued access to and use of the Service (such as your telephone or computer), and for your own computer's anti-virus and security measures.

You agree not to interfere with or damage (or attempt to interfere with or damage) any User ID Pin and Token pin, data or software associated with the Service.

Due to the open nature of the Internet, the CBI cannot guarantee the complete security of your transactions from hacking, unauthorized access, virus attacks and other deliberate attempts by third parties in breaching the latest security features which have been put in place.

You can, and are required to pursuant to our Terms and Conditions for registering for the Service, protect yourself against some of the security risks by ensuring that you do not in any circumstances disclose your Internet Banking ID and/or Password to anyone. Please note that CBI will never ask for such information.

On CBI's part, all reasonably practicable steps will be taken to ensure that your transactions are secure, including the installation of security features which are designed to keep all communication private and confidential. Further, the Bank is also not responsible for the consequences of any virus or other destructive features which may adversely affect your hardware, software or equipment.

Apart from the above risks, we also wish to advise you that due to unexpected communication network volumes and failures, there may be a time lag in transmission of information and communication via the Internet. Accordingly your requests or transactions may not be carried out within the time frames anticipated.

However, the following information is provided as a guide to assist you in protecting the information on your computer. It is not an exhaustive list and is intended for your information only.

  1. You need to enter your Internet Banking pin each time you access your internet banking account. Since your access is protected by this pin it is very important that you protect your pin by making it known only to you.
  2. The system prompts you to change the pin on first time login. We recommend that you change both transaction and the login pin.
  3. Your Pin must be six numbers only.
  4. Do not use your date of birth, telephone number as a pin
  5. Change your pin regularly.
  6. Ensure that you are not observed while entering your pin
  7. Always Logoff from Internet banking upon completion of your session. Use the logoff button for closing the session. It is preferable not to shut the window to logoff.

19. E-Mail Scams

No one at CBI will ever ask you for your Internet banking password. If someone does ever ask you for it - they do not represent CBI!

Scam Emails are a method that are used by fraudulent persons to obtain details of your User IDs and Passwords. Recently customers of other Financial Institutions were targeted using this method. We advise you to exercise extreme caution.

These e-mails typically tempt customers to click a link which then takes them to a fairly realistic looking website representing CBI. Customers are then asked to input various details including usernames, passwords and other personal details quoting security reasons.

We have therefore created the following guidelines that we strongly recommend be adhered to.

Do not respond to emails asking for secure information. CBI does not use E-mail communication to convey or seek information of a sensitive nature such as customer user IDs, passwords or confirmation of personal details.

On occasion, we may send e-mails promoting our products and services. You can respond to these but you do not have to key in passwords for such responses.

If you receive any suspicious looking e-mails, do not carry out any of the instructions within them. If you are concerned that you may have disclosed your security details please contact our Call Centre immediately on 800 CBI (224) (UAE) or 9714 2959118 (UAE).

20. Recording Telephone Calls

CBI may record telephone calls made to CBI's Call Centre for transaction verification and quality control training purposes.

21. Termination

You may stop your use of the Service at any time by giving written notice to CBI.

CBI may terminate the Service at any time by giving you a written notice.

Bill payments or funds transfers for which Instructions have been given and which are scheduled to be made after your use of the Service is terminated may not be effected by CBI.

22. Governing law

Our agreement with you on these Terms and conditions and the transactions carried out under it are governed by the laws in force in the Emirate of Dubai, and United Arab Emirates. Both you and CBI submit to the non-exclusive jurisdiction of the courts of Dubai in respect of any dispute.


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