FOR THE ISSUANCE OF A "PAYMAN" DEBIT PAYMENT CARD
AND THE PROVISION OF PAYMENT SERVICES TO MERCHANTS
Effective as of 03 August 2026
I. PREAMBLE
1.1. The terms of this document (hereinafter referred to as the "General Conditions") constitute a framework contract for the issuance of a debit payment card and the execution of payment and information operations through it, between:
1.1.1. "PAYMAN GROUP" OOD, UIC 206457036, with its registered office in the city of Sofia and management address: Vitosha Region, 102 Bulgaria Blvd., floor 3, office 26, email: [email protected], website: https://paymangroup.com, tel: +359 2 4928 802, in its capacity as a representative (hereinafter referred to as the "Representative") in the provision of payment services under these General Conditions - payment services under Art. 4, item 3, letter "b" and item 5, first proposal of the Payment Services and Payment Systems Act (hereinafter referred to as "PSPSA") of the payment service provider "EASY PAYMENT SERVICES" OOD, UIC 204112059, with its registered office in the city of Sofia and management address: Lyulin 7 microdistrict, 28 Jawaharlal Nehru Blvd., floor 2, office 40-46, email: [email protected] (hereinafter referred to as the "Issuer"), entered in the register under Art. 19 of the PSPSA as an electronic money institution by virtue of decision No. 259/25.10.2018 of the Management Board of the Bulgarian National Bank, the competent authority responsible for the supervision of its activities (hereinafter referred to as the "BNB"), and
1.1.2. A person, duly identified by the Representative, who has agreed to these General Conditions, who for the purposes of this document is considered a user (hereinafter referred to as the "Cardholder").
1.2. These General Conditions govern the provision by the Issuer, through the Representative, of payment services for the issuance and execution of payment and information operations through a debit payment card providing remote access to a payment account with an IBAN.
1.3. The General Conditions shall enter into force after agreement to them by signing them. The General Conditions may be signed with a qualified, as well as with a simple or advanced electronic signature, having the force of a handwritten signature, where and as such technical possibility is provided and used (for example, by pressing a button, using one-time generated codes/passwords, checking a consent box, using certificates according to the technical steps of a website/mobile application, or other similar methods).
DEFINITIONS
For the purposes of these General Conditions, the terms listed below have the following meaning:
"ATM" is a terminal device for cash withdrawal (Automated Teller Machine), payment for services, execution of transfers between payment accounts, information and other payment and non-payment operations.
"Biometric data" means personal data resulting from specific technical processing relating to the physical, physiological or behavioral characteristics of a natural person, which allow or confirm the unique identification of that natural person.
"Value date" is the date on which the Representative credits or debits the Payment Account for payment operations related to the Card.
"Identification document" means, for Bulgarian citizens who have agreed to the General Conditions - an identity card, and for foreign citizens - a permanent residence permit on the territory of the Republic of Bulgaria, together with a valid national document for travel abroad, issued by the respective foreign competent state authority of the country of origin.
"ePIN" represents a PIN provided to the Cardholder on a one-time basis via SMS, which (solely together with the Internet Payment Code) serves to identify the Cardholder in the course of strong customer authentication in connection with performing payment operations on the Internet (in the event that for some reason authentication of a payment operation in the Mobile Application was not possible and the same is carried out via web).
"Internet profile" is an individual section of the Cardholder on the Representative's website at https://paymangroup.com, serving to receive information provided by the Issuer through the Representative regarding payment operations with the Card, to receive monthly statements and other information related to the Card or other functionalities according to these General Conditions.
"Card" is the debit payment card (physical or virtual) specified in item 1.2 above, which is a payment instrument within the meaning of the PSPSA, issued by the Issuer and remaining in all cases its property, through which payment operations can be executed with the funds in the Payment Account. The first and last name of the Cardholder are written on the Card in their capacity as its sole authorized user, as well as a unique 16-digit number.
"Card scheme" is the payment card scheme whose payment brand is placed on or associated with the Card (e.g., Mastercard) and according to whose rules, practices, standards and/or guidelines the payment operations related to the Card are executed.
"Internet Payment Code" is a one-time six-digit password sent to the mobile phone number provided by the Cardholder upon a request for execution of a payment operation on the Internet, the correct entry of which (together with the correct entry of the ePIN) is a condition for approval of the operation by the Issuer. Each Internet Payment Code is valid for 5 (five) minutes, during which time the ePIN must also be entered. The Payment Code is applicable only in the event that for some reason confirmation of a payment operation through the Mobile Application was not possible and the same is carried out via web.
"Mobile application" is a computer program (mobile application), owned by the Representative, intended for installation on mobile devices and serving for the confirmation of payment operations/other actions through the application of strong customer authentication of the Cardholder, as well as other functionalities, according to these General Conditions.
"GDPR” is Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC, as well as the applicable Bulgarian and European legislation in the field of personal data protection.
“PIN" is a four-digit personal identification number associated with each Card, which serves to identify the Cardholder when performing payment and other operations with the Card and is a personalized security feature of the payment instrument within the meaning of § 1, item 29 of the PSPSA. The PIN is provided to the Cardholder via a short text message (SMS) sent to the mobile phone number provided by the Cardholder.
"Payment account" is the payment account referred to in item 1.2, opened and maintained by the Representative in the name of the Cardholder by virtue of a separate contract between them.
"POS" depending on the context used below, is: a physical terminal device through which payment for goods or services is made at the point of sale (Point of Sale, Point of Service) or cash is received through the use of a payment card; or a logically defined virtual terminal device (Virtual POS Terminal) through which transfers to payment accounts or payment for goods or services through the Internet, ATM terminal devices or digital/mobile phones are carried out, using a payment card in online mode.
"CVC" is a three-digit code printed on the Card or visualized in the Internet Profile, which serves to identify the Cardholder when performing payment and other operations with the Card through the Internet, and represents a personalized security feature of the payment instrument.
"Tariff" is the exhaustive list of fees and commissions due by the Cardholder for the provision of payment and other services under the General Conditions, specified in "APPENDIX 1 - TARIFF", an integral part of the General Conditions.
"3D Protection (3D Secure)" - a specific personalized security feature applied to every payment for goods and services on the Internet through virtual POS terminal devices (online payments) with a merchant with 3D protection who operates a virtual POS and who meets the 3D-secure standard and redirects each cardholder performing a payment operation on a virtual POS to confirmation in the Mobile Application or the respective 3D-secure portal of the Issuer. 3D Protection (3D Secure) also means the application of strong customer authentication of the Cardholder.
"General Conditions", "Representative", "Issuer", "PSPSA", "BNB", and "Cardholder", as terms, are used with their meaning in the points of the preamble above.
The terms that are not defined above shall be understood with their meaning established in the normative acts relevant to the subject of the General Conditions, other acts of the BNB and rules of the respective Card Scheme.
II. ISSUANCE, DELIVERY AND USE OF THE CARD
2.1. In order for the Card to be issued, the Cardholder must not at any time appear on sanction lists related to anti-money laundering, counter-terrorism financing, or other national, supranational or international sanctions and measures adopted by acts of national, European, or international bodies/organizations.
2.2. The Issuer does not provide services to persons who appear on restrictive lists or against whom sanctions have been imposed, or to whom it is not permitted to provide financial services pursuant to resolutions of the UN Security Council, or regulations and decisions of the European Union that have entered into force, imposed in connection with the fight against terrorism financing and preventing the proliferation of weapons of mass destruction, or in connection with embargo restrictions and sanctions for the implementation of other objectives of the international community, which are part of the aforementioned decisions and regulations, and does not support any type of transactions related to such persons and/or organizations.
2.3. The Issuer does not process in any form and in any currency payment operations related to the countries included in the list on the following website of the Representative: https://paymangroup.com. Restrictive measures against any country and client may change at any time due to changes in legislation or (geo)political or economic circumstances, and the Issuer has the right to refuse to accept or refuse to execute an operation from/to or otherwise connected with countries, persons or organizations.
2.4. The Card is delivered only to the Cardholder after they agree to the General Conditions. When applicable, upon receiving a physical Card, the Cardholder is obliged to present their valid identity document to verify their identity, a copy of which is kept by the Representative for the Issuer. Upon receiving a virtual Card, the Cardholder is obliged to present information in accordance with the procedure in the Internet Profile where they receive the card itself. The PIN code of the Card is provided to the Cardholder via SMS sent to the mobile phone number provided by them, after activation of the Card.
2.5. The Issuer, through the Representative, may require the Cardholder to provide other documents and information related to compliance with regulatory requirements or the application of good practices both upon agreeing to the General Conditions and at any time during their operation. The Cardholder is obliged to provide the requested documents within the given period, and if such is missing - within a 5-day period. The Cardholder is obliged to maintain updated versions of the documents provided in connection with the General Conditions with the Representative.
2.6. A prerequisite for concluding the General Conditions, issuing and delivering the Card is the approval of the Cardholder by the Representative and the existence of a contract concluded between the Cardholder and the Representative for opening and maintaining the Payment Account, the funds in which are accessible for the execution of payment operations through the Card.
2.7. The Card is the property of the Issuer, and the Cardholder is the only person who has a non-transferable right to use it. The use of the Card by another person is prohibited.
2.8. The Cardholder is obliged not to use the Card for any purposes contrary to the law, including, but not limited to, the purchase of goods and services prohibited by the laws of the Republic of Bulgaria or the country in which the respective payment operation is performed. The Cardholder also undertakes not to use the Card in connection with: unlawful activity, including, but not limited to, the proliferation of weapons of mass destruction, terrorism financing, money laundering, fraud (including computer fraud), abuse of rights, as well as to platforms that engage in trade with such, and also online betting portals.
2.9. Each Card has a validity period until the end of the month marked on it. The use of a Card after the expiration of its validity period or after it has been declared invalid for any reason, or after the termination of relations between the Cardholder and the Representative for the Payment Account, or between the Issuer and the Representative (of which the Cardholder has been notified), regardless of the ground, is prohibited. The Issuer blocks the Card upon the occurrence of any of the conditions specified in the preceding sentence. Upon expiration of the Card's validity, the Issuer replaces it with a new one.
2.10. In case of impossibility to use a Card as a result of its blocking according to the General Conditions, as well as in case of loss or theft, the respective Card may be reissued after submitting an application by the Cardholder to the Issuer, which may also be submitted through a Representative. In case of a detected manufacturing defect of the Card, it shall be reissued free of charge.
2.11. Upon receiving a new Card under item 2.9 and item 2.10, and if the Issuer has requested this, the Cardholder provides a copy of a valid identification document and/or other information/document through the Representative.
III. PROVIDED PAYMENT SERVICES. PAYMENT OPERATIONS EXECUTED THROUGH THE CARD
3.1. Subject to these General Conditions, the Issuer, through the Representative, provides the Cardholder with payment services for issuing the Card and performing payment operations through it with the funds in the Payment Account. However, the possibility of successful payment with the Card also depends on the Representative, in its capacity as the provider servicing the Payment Account, as well as on the policy for accepting payment instruments by each merchant where the Cardholder wants to pay for goods or services. The Cardholder can perform the following payment operations:
3.1.1. payment for goods and services through POS terminal devices;
3.1.2. cash withdrawal through ATM terminal devices;
3.1.3. payment for goods or services on the Internet through virtual POS terminal devices (online payments), including recurring payments for goods or services requiring a one-time initial consent from the Cardholder;
3.1.4. other information operations and services provided by the Issuer or according to the rules of the Card Scheme.
3.2. Each Card can be used for payment operations for payment or cash withdrawal through the use of POS devices, ATM devices, other online electronic platforms, through the use of mobile devices (tablets, smartwatches, mobile phones, etc.) that have Near Field Communication (NFC) technology for the purpose of making contactless payments, as well as through physical presentation of the Card to the merchant offline. A virtual Card can be used for operations on physical POS terminal devices only after it has been digitized. Card digitization is performed in accordance with the "General Terms and Conditions for Digitization and Use of Payment Cards issued by Easy Payment Services OOD", which are available at https://easyps.bg and to which the Cardholder agrees in the process of digitization. Sums can be transferred to the Card only according to the rules of the Card Scheme or in another way provided by the Issuer, and the funds are received into the Payment Account. The order for performing a payment operation with the Card is received by the Issuer in electronic form via telecommunication channels. The consent of the Cardholder for a payment operation (or a series of repeatable periodic payments) is given and becomes irrevocable:
3.2.1. upon presentation of the Card by the Cardholder for performing the payment operation and reading the chip or magnetic stripe of the Card by an ATM device or POS terminal and entering a valid PIN code and/or signing the receipt from the device by the Cardholder; or
3.2.2. by presenting the physical Card or entering it manually into a POS/ATM terminal device and reading its chip when performing payment operations on self-service POS/ATM terminal devices; or
3.2.3. by entering card data on the Internet, such as the 16-digit Card number, validity, CVC code, as well as applying 3D protection (3D secure) procedures, namely: (i) confirmation in the Mobile Application by applying strong customer authentication of the Cardholder, or (ii) in the event that for some reason confirmation of a payment operation in the Mobile Application was not possible and the same is carried out via web, the consent becomes irrevocable upon entering correct ePIN and Internet Payment Code. In the event that the payment is recurring and with its confirmation the Cardholder gives consent for subsequent payments initiated by the merchant, these subsequent payments can be executed without additional confirmation by the Cardholder, provided that their identity was duly established during the initial operation with which they gave their consent; or
3.2.4. by providing card data (number, validity, CVC code) to the provider of goods and/or services and authorizing them to use them for payment of the respective services via fax, telephone or other telecommunication means, or
3.2.5. when performing contactless payments through the use of mobile devices (tablets, smartwatches, mobile phones, etc.) that have Near Field Communication (NFC) technology.
3.3. By giving consent to perform a payment operation in any of the ways in item 3.2, the Cardholder:
3.3.1. addresses an irrevocable order to the Issuer and consent to perform the payment operation and to pay from the funds in the Payment Account the amount of the payment operation and all related fees (if any); and
3.3.2. unconditionally agrees, authorizes and orders the Issuer to send a request to the Representative to debit the Payment Account with the amount of the payment operation, together with all fees due according to the Tariff. For the purpose of paying the Issuer's fees and transferring the funds to the recipient, the Issuer receives the amount of the payment operation and related fees (if any) directly from the Representative, who debits the Payment Account with them in accordance with the preceding sentence.
3.4. The Cardholder is obliged, upon request, to verify their identity before the respective employee of the merchant with an identification document. The Cardholder has the right to receive from the respective employee at the premises or ATM where they perform a payment operation with the Card, a copy of the receipt issued for the payment operation.
3.5. The term under Art. 87 of the PSPSA for execution of payment operations with the Card under item 3.1 above is immediately after receiving the consent for execution of a payment order, according to item 3.2, in compliance with the applicable legislation and the General Conditions. The Issuer executes the payment operations authorized by the Cardholder, provided that the amount of available funds in the Payment Account is not less than the value of the payment operation and the related fees. The Issuer may refuse to execute a certain payment operation if there is a reasonable suspicion that it is fraudulent or illegal or performed in violation of the General Conditions or the applicable regulatory framework for performing payment operations. The Issuer may, at its discretion, block the possibility of performing a certain type of payment operations altogether or in certain countries, with a view to complying with local legislation, such as a ban on gambling.
3.6. Payments for goods and/or services with the Card can be performed on POS terminals bearing the logo of the Card Scheme. The merchant or another person has the right to request additional information from the Cardholder to verify their identity for authorization of the payment operation by the Issuer. If authorization for the payment operation is not obtained, the legal effects specified in item 3.3 do not occur.
3.7. The Cardholder may, through the use of the Card and entering a PIN, which replaces their handwritten signature, dispose of the funds in the Payment Account by withdrawing cash, face-to-face payments and other operations on ATM devices bearing the logo of the Card Scheme with which the Card is branded. For every payment operation through an ATM device, upon request by entering the respective text according to the instructions displayed on the screen of the ATM device, a receipt is issued at the same moment, which certifies the orders given by the Cardholder. In the event that such a receipt is not issued, it shall be considered that the payment operation has been validly performed and the Cardholder is obliged to immediately notify the ATM operator and the Issuer thereof, through the Representative. In these cases, the Issuer shall provide assistance to the Cardholder. In case of retention of the Card by an ATM, the Cardholder is obliged to immediately notify the Issuer, through the Representative, and the Issuer undertakes to take action to return the respective Card or to issue a new Card in exchange. If the retention is due to the fault of the Cardholder, a fee according to the Tariff is withheld from the Payment Account for the return or issuance, upon request of the Issuer to the Representative.
3.8. The Cardholder is obliged to comply with the amount of available funds in the Payment Account at the time of performing a payment operation with the Card. The Cardholder is obliged to ensure that the sum of all obligations arising from the possession and use of the Card, including obligations arising from cash withdrawals, as well as fees according to the Tariff, does not exceed the amount of available funds in the Payment Account. Payment operations can be performed with the Card within daily and weekly limits specified in the Tariff and depending on the type and location of the payment operation performed.
3.9. If a certain payment operation would lead to exceeding the available funds in the Payment Account, this payment operation will be refused by the Issuer. In addition, with a view to avoiding risks, the Issuer may block the Card until direct contact is established between the Representative and the Cardholder. In the event that for technical reasons the execution of a payment operation is allowed which leads to exceeding the available funds in the Payment Account, the amount of the payment operation must be restored immediately by the Cardholder (on the same day of the payment operation). Such payment operations are common for some merchants due to the specifics of their activity (car rentals, hotels, cruise ships, public transport, road tolls, etc.). They have the ability to debit cardholders without prior authorization of the amount. The Issuer, with the assistance of the Representative, may deduct amounts to repay the obligation under such payment operations from subsequent receipts to the Payment Account, or the Representative may immediately repay on behalf of the Cardholder.
IV. CURRENCY, FEES, COMMISSIONS AND EXCHANGE RATES
4.1. The currency in which the Card is issued is the currency in which the Payment Account is maintained. All amounts due for executed payment operations, fees, interest and obligations are specified by the Issuer in EUR.
4.2. In case of payment operations performed in a currency different from the currency of the Card, the obligations are converted by transforming them into the currency of the Card, applying the Issuer's current exchange rate for the day of processing, and the available funds in the Payment Account are debited with the amount thus converted. The Issuer's rate is formed on the basis of the reference exchange rates of the euro published daily by the European Central Bank and a percentage mark-up of the Issuer relative to them. Changes in the reference exchange rates are applied immediately, and information about them, the percentage mark-up and the Issuer's rate can be found on the website https://easyps.bg/exchange. If, for the purposes of currency conversion when applying an exchange rate for the respective day, a number with more than two digits after the decimal point is obtained, this number is rounded, whereby a digit smaller than five is rounded down, and a digit equal to or greater than five is rounded up.
4.3. All fees due by the Cardholder in connection with the possession of the Card and the execution of payment operations with it are exhaustively specified in the Tariff, which represents an integral part of the General Conditions.
4.4. The Cardholder agrees that for the provision of services under these General Conditions, the Representative, in its capacity as a payment service provider maintaining the Payment Account, and the Issuer exchange information about payment operations with the Card and balances in the Payment Account in real time. The Issuer bears no responsibility towards the Cardholder in the relations of the latter with the Representative regarding the Payment Account.
4.5. The Cardholder gives consent for the Issuer to officially collect all fees and commissions due by the Cardholder according to the Tariff, as well as their other obligations to the Issuer, from any of their payment accounts opened with the Issuer or with the Representative (through the assistance of the Representative), as well as to have the right to deduct fees and commissions from the amounts of incoming payment operations before the Payment Account is credited, in case such are provided for in the Tariff.
V. PROCEDURE FOR COMMUNICATION BETWEEN THE PARTIES
5.1. The Cardholder declares that they understand and agree that all communication in connection with the Card will be carried out between them and the Representative. The Cardholder receives current information about the payment operations performed with the Card or other notifications in the Bulgarian language, incl. through transliteration, and on a durable medium in electronic form, in their Internet Profile, or in the Mobile Application (if there is such functionality), or by one of the methods under item 5.3. Other information and messages to the Cardholder, including notifications of amendments to the General Conditions, are published in the Internet Profile of the Cardholder or on the page of the Representative under item 1.1.1. The Cardholder is obliged to periodically visit their Internet Profile and get acquainted with the information published there. Information may also be provided in a foreign language (for example, English) for the convenience of the Cardholder, and in case of discrepancies between different language versions of the information and documents, the Bulgarian version shall be leading.
5.2. At the beginning of each month, by email or through the Internet Profile (if there is such functionality), the Cardholder is provided with or made available the information under Art. 66 of the PSPSA (they may also request the information under Art. 65, Al. 1 of the PSPSA) for all payment operations with the Card for the previous month, so that the Cardholder has the opportunity to store and reproduce the information in an unchanged form.
5.3. For the payment operations performed with the Card, the Representative notifies the Cardholder through one of the following channels: i) via short text messages (SMS) and/or messages through mobile communication applications (Viber, WhatsApp, Telegram, etc.) sent to the mobile phone number provided by the Cardholder, and/or ii) by sending an electronic message (e-mail) to the email address provided by the Cardholder, and/or iii) via notification in the Internet Profile, which the Cardholder has an obligation to visit, and/or (iv) via other electronic channels, such as mobile applications, websites/banking/portals, etc. similar, if such channels are additionally agreed. From this moment, the Cardholder is considered duly notified of the payment operations performed, and the time limits for contesting them by the Cardholder begin to run. The Cardholder is considered duly notified of the payment operations performed also in case of non-fulfillment of their obligation for notification under item 5.4, sentence 3 or item 5.7, sentence 2. Upon refusal of the Issuer to execute a payment operation with the Card, the Cardholder receives a notification through one of the channels specified in this item with information about the attempted payment operation and the reasons for its refusal.
5.4. The Cardholder can also inform themselves about payment operations by calling from the mobile phone number provided by them. The Cardholder undertakes to keep the mobile phone number provided by them to the Representative always active and in their use. In case of change, termination of use or any suspension of this number, the Cardholder undertakes to immediately notify the Issuer in writing through the Representative. Otherwise, the Issuer bears no responsibility for any damages, regardless of their amount, suffered by the Cardholder in case of unauthorized payment operations or due to the impossibility to send notifications to them.
5.5. The Cardholder can at any time inform themselves about the current version of the General Conditions and the Tariff on the Representative's website under item 1.1.1, and may at any time request that the specified documents be sent to them on a durable medium by email.
5.6. Notifications in connection with the use of the Card are made by the Cardholder: by phone +359 2 4928 802 (without additional charge), in writing through the Representative; or to email address [email protected].
5.7. Upon agreeing to the General Conditions and for communication purposes, the Cardholder indicates the following contact details: permanent address and any other current address on the territory of the country or abroad, email address (if available) and mobile phone number. In case the contact details are no longer up-to-date, the Cardholder is obliged to immediately and in writing notify the Issuer through the Representative, providing the respective up-to-date data. All notifications, invitations, messages, etc., sent using the last specified contact details, are considered regularly sent to the Cardholder. The Issuer bears no responsibility for damages caused due to lack or untimely receipt of information under the General Conditions due to outdated contact details of the Cardholder.
VІ. PROTECTIVE MEASURES AND LIABILITY
6.1. After receiving the Card, the Issuer sends the Cardholder their PIN via SMS. CVC is marked on the back of each Card and/or in the Internet Profile.
6.2. The Cardholder declares that they are familiar with the nature of the Card as a means of performing payment operations, and that the PIN, ePIN, Internet Payment Code and card data (16-digit number and CVC) represent personalized security features of the payment instrument. The Cardholder is obliged to protect the personalized security features of the Card, as well as the data for access to the Internet Profile, from loss, disclosure to third parties, theft, counterfeiting, copying, or unauthorized use with the efforts they make to protect their own property and money. The Cardholder is obliged to memorize their personalized security features and destroy the form/text message with which they learned them, as well as not to store them recorded in any way in the same place where they store the Card. The Cardholder is obliged to store the Card in a place inaccessible to third parties, to protect it from the effects of magnetic and other harmful media, as well as to perform any other actions through which to protect it from the above risks and not to perform any actions that allow the occurrence of the above risks. The Cardholder is obliged to protect their mobile phone/device and data for access to the Mobile Application, and not to allow unauthorized access to it.
6.3. In cases where a third party has learned (or a risk of disclosure has been created) the ePIN and PIN sent to the Cardholder, the latter is obliged to immediately notify the Issuer through the Representative. Also, in case of loss, theft, counterfeiting, copying (skimming), use by a third party, performance of an operation with the Card that is not approved by the Cardholder or use in another illegal way and other risks (unlawful use), the Cardholder undertakes to immediately notify the Issuer in any of the ways under item 5.6. The Issuer blocks the Card immediately after receiving the notification.
6.4. In case of violation by the Cardholder of any of the clauses of the General Conditions, as well as in case of loss or theft of the Card, its destruction, forgotten PIN/ePIN (as well as in case of non-fulfillment of the contract for the Payment Account between the Cardholder and the Representative, and at the request of the latter), the Issuer blocks the use of the Card until the cause for its blocking is eliminated. In these cases, the blocking of the Card is at the expense of the Cardholder and all fees related to blocking, unblocking and reissuing the Card or PIN/ePIN are deducted from the Payment Account.
6.5. The Issuer blocks the Card upon:
6.5.1. non-fulfillment of the General Conditions by the Cardholder;
6.5.2. suspicion of abuse with the Card by third parties according to information received by the Issuer about possible abuse with the Card;
6.5.3. non-fulfillment by the Cardholder of their obligations under the contract for the Payment Account concluded between them and the Representative (at the request of the Representative);
6.5.4. three consecutive unsuccessful attempts to enter a valid PIN, in which case the blocking refers to cash withdrawals at ATMs, contactless payments for amounts over EUR 50, payments with chip reading;
6.5.5. five consecutive unsuccessful attempts to enter a valid ePIN or Internet Payment Code, in which case the blocking refers to payments on the Internet requiring the application of strong customer authentication;
6.5.6.other cases provided for in the General Conditions.
6.6. The Cardholder declares that they have been notified of the obligations of the Issuer in connection with the legislation and measures against money laundering and terrorist financing and the application of these measures, including providing identification documents of its clients. The Cardholder undertakes to provide all documents required by the Issuer through the Representative, necessary for performing a certain payment operation, according to the applicable legislation on measures against money laundering, including declarations of origin of funds. The Issuer has the right to refuse the execution of a payment operation for which the necessary documents have not been presented, as well as to block the Card with which a payment operation has been performed in violation of these requirements.
6.7. The Cardholder undertakes to provide accurate, true and up-to-date data, information and documents requested by the Issuer through the Representative, including a declaration of origin of funds and a declaration of property status, a declaration under Art. 42, Al. 2, item 2 of the Measures Against Money Laundering Act, and a know-your-customer questionnaire, and others, in connection with the internal rules for prevention of money laundering and terrorist financing. In case of reissuance of the identification document, the Cardholder is obliged to immediately provide a copy of it to the Issuer through the Representative, even if this has not been requested by the Issuer.
6.8. The Cardholder's request to unblock the Card will be processed if the Issuer deems it appropriate given the reason for its blocking. The Issuer may also unblock the Card without a request from the Cardholder on the initiative of the Representative, if the Representative requested the blocking. If the blocking of the Card occurred due to the fault of the Cardholder, they owe a fee according to the Tariff.
6.9. The Cardholder bears all losses related to unauthorized payment operations if they have not notified of them according to the General Conditions.
6.10. In the event of a dispute regarding the specific conditions of the purchase of goods and/or services, delivery terms, prices, warranty conditions, insurance, recurring and subscription payments, etc., the Cardholder is obliged to contact the merchant first to resolve it.
6.11. To the extent not excluded by these General Conditions, the Issuer corrects an unauthorized or incorrectly executed payment operation only if the Cardholder has notified it without undue delay after becoming aware of the operation giving rise to the possibility of asserting their rights, but no later than 30 calendar days from the date of debiting the Payment Account. The exercise of any of these rights constitutes a contestation of the payment operation. The contestation is made through a request to the Issuer, through the Representative, in written form, containing a detailed description of the circumstances in connection with the contested payment operation. The Cardholder loses the rights described in this item if they have not notified the Issuer of the unauthorized or incorrectly executed payment operation under the conditions of this item. It is considered that the Cardholder became aware of the unauthorized or incorrectly executed payment operation at the latest with their notification about it according to item 5.3 of these General Conditions.
6.12. Contestation can be made due to an error or irregularity in the data regarding the payment operation, which is due to incorrect reflection by the Issuer, or in cases where the Cardholder claims that they did not authorize the execution of the payment operation, or that an incorrectly executed payment operation is present.
6.13. The Issuer, through the Representative, sends a written notification to the Cardholder upon a final decision on the contestation upon completion of the procedure before the Card Scheme with which the Card is branded. The Cardholder can inform themselves from the Issuer at any stage of the review of the contestation of the payment operation. If it is proven that the contestation is unfounded, a fee for unfounded contestation according to the Tariff is deducted from the Payment Account.
6.14. In the event that the payment operation is for a recurring payment initiated by the merchant, the Cardholder may request a refund of an amount under an executed operation, under the conditions of Art. 82, Al. 1, 4, 5 and 6 of the PSPSA, when the operation was performed after revocation of the consent for it by the Cardholder to the respective merchant or the operation is of a value that is different from the value for which the Cardholder gave their consent. The Cardholder must request a refund within 1 day from the date on which the Payment Account was debited. After performing a check, the Issuer either refunds the entire amount of the payment operation or refuses its refund.
6.15. The Issuer bears no responsibility in case of refusal by third parties to accept payment with the Card or if a payment initiated by the Cardholder cannot be made with the Card due to technical, communication or other reasons beyond the control of the Issuer. In the event that the refusal of third parties to accept payment with the Card is in contradiction with the rights of the Cardholder under Regulation (EU) 2015/751 of the European Parliament and of the Council of 29 April 2015 on interchange fees for card-based payment transactions (OJ, L 123/1 of 19 May 2015), hereinafter referred to as "Regulation (EU) 2015/751", the Issuer will assist the Cardholder for imposing sanctions on the violators, after receiving information from the Cardholder about the case. According to Regulation (EU) 2015/751, it is prohibited to impose discriminatory fees or refuse to accept payment with the Card if the respective merchant has indicated with stickers that it accepts payments with cards from the respective Card Scheme.
6.16. The Issuer processes the personal data of the Cardholder on the basis of and in accordance with the GDPR. Detailed information on the purposes and legal basis for the processing of personal data and the period for which they are stored; the categories of recipients of personal data; the rights of the Cardholder as a data subject, as well as information on the way they can be exercised, contact information for the data protection officer and any other information concerning data protection on the occasion of the legal relationship between the Cardholder and the controller, is contained in the Privacy Policy, which is available on the website of the controller, and upon request - can also be provided on a durable medium by the Representative. By signing the General Conditions, the Cardholder declares that they have become acquainted with the Privacy Policy and are aware of the information regarding the processing of their personal data by the controller.
6.17. In fulfillment of the requirements of Commission Delegated Regulation (EU) 2018/389 of 27.11.2017 supplementing Directive (EU) 2015/2366 of the European Parliament and of the Council with regard to regulatory technical standards for strong customer authentication and common and secure open standards of communication ("Delegated Regulation"), a condition for performing electronic payment operations, such as payment on the Internet with the Card, is the successful confirmation of the payment operation through one of the processes described in item 6.17.1 or item 6.17.2 in all cases for operations requiring the application of strong customer authentication of the Cardholder, according to the Delegated Regulation and the exemptions provided therein and applied by the Issuer. Regardless of the process used below for applying strong customer authentication of the Cardholder, the responsibility to the Cardholder for the execution of payment operations with the Card is borne by the Issuer:
6.17.1. When the Cardholder initiates a payment operation on the Internet by entering their card data, they will receive a notification for confirmation of the operation through their Mobile Application. The notification contains information about the recipient and the value of the initiated payment operation in the currency in which it is performed. After the Cardholder becomes acquainted with the information, they must confirm the payment operation within 5 minutes of the notification, by applying strong customer authentication in the application (may include the use of the following elements: (i) inherence - Biometric data of the Cardholder, such as a fingerprint, face or other, depending on the technical characteristics of the mobile device used on which the Mobile Application is installed and the choice of the Cardholder; or (ii) knowledge - a personal identification code that only the Cardholder knows and uses for the Mobile Application; and (iii) possession - the Mobile Application itself, linked to the Cardholder and the mobile device used by them).
6.17.2. When the Cardholder initiates a payment operation on the Internet by entering their card data and within 5 minutes the process of strong customer authentication through the Mobile Application is not completed, the Cardholder is redirected to a page for entering an ePIN and a one-time Internet Payment Code. The Issuer generates the one-time Internet Payment Code and sends it to the mobile phone number provided by the Cardholder, together with information about the recipient and the value of the operation in the currency in which it is performed. The received Internet Payment Code is valid only for this specific operation and within 5 minutes of its sending, during which time the Cardholder can confirm the operation by entering it together with the ePIN.
6.18. The Issuer bears no responsibility for payments on the Internet performed with a successfully completed process of strong customer authentication of the Cardholder. Strong customer authentication of the Cardholder is also done in cases where: (i) the value of a remote electronic payment operation is under EUR 30, but the cumulative value of previous remote electronic payment operations initiated by the Cardholder from the moment of the last use of strong customer authentication would exceed EUR 95 or equivalent in another currency, or (ii) the number of previous remote electronic payment operations initiated by the Cardholder from the moment of the last use of strong customer authentication does not exceed 5 consecutive individual remote electronic payment operations.
6.19. In the event that for objective reasons the Issuer has suspicion of or in the presence of: fraud and/or a security threat, and/or non-fulfillment of the General Conditions, and/or abuse, and/or unauthorized use of the Card, and/or other security considerations, and/or in compliance with the applicable legislation, the Cardholder agrees that the Issuer has the right, as a temporary measure, to: suspend or limit the provision of payment services, including to block the Card/funds, and/or to return funds to the account of the payer, and/or to require the provision of documents/information from the Cardholder. In these cases and with a view to clarifying and resolving the case, the Cardholder and the Issuer communicate using the most secure of the methods for carrying out communication under item 5, unless restrictions exist for this due to security considerations or regulatory requirements. In all cases, the Cardholder is obliged to cooperate with the Issuer. The temporary measure under the preceding sentence continues, depending on the case, until the respective fulfillment by the Cardholder, or the provision of requested documents or information (genuine, true and up-to-date), or until the completion of respective procedures or proceedings before the competent state authorities, operators of payment systems, the Card Scheme, or until the elimination of the respective reason.
VII. AMENDMENT AND TERMINATION OF THE GENERAL CONDITIONS
7.1. The Issuer has the right to unilaterally make changes to these General Conditions or the Tariff, providing the changes on a durable medium by publishing them in the Internet Profile or on the website of the Representative under item 1.1.1. The Cardholder is obliged to monitor daily for published changes.
7.2. It is considered that the Cardholder has accepted the changes under item 7.1, unless they contest them on the day of their publication.
7.3. These General Conditions are indefinite and have effect until their termination as follows:
7.3.1. with one month's written notice from the Cardholder to the Issuer, provided that the Cardholder has fully repaid all their obligations to the Issuer under any other contract concluded with it. In this case, the Cardholder is obliged to immediately return the Card to the Issuer; or
7.3.2. with written notification from the Issuer to the Cardholder, according to what is specified therein; or
7.3.3. unilaterally by the Issuer, without notification to the Cardholder, with immediate effect, by closing the Card by the Issuer, in case of non-fulfillment of any of the obligations of the Cardholder under the General Conditions or any other contract concluded between the Cardholder and the Issuer; or
7.3.4. immediately after the Issuer learns that the Payment Account is closed under the terms and conditions of the contract for its opening concluded between the Cardholder and the Representative.
7.4. The termination of the General Conditions does not release the Cardholder from their financial obligations to the Issuer.
VIII. PROCEDURE FOR LEGAL PROTECTION
8.1. In the event that the Cardholder has complaints or objections related to the services provided by the Issuer under these General Conditions, they may submit electronically, to the email address of the Representative or at an office of the Representative, a complaint containing a detailed description of the facts and circumstances that, according to the Cardholder, are the basis for their claim. The Issuer processes the complaint within 15 working days from its receipt and sends the written decision on it to the Cardholder through the Representative. By way of exception, when the Issuer cannot express an opinion within the period under the preceding sentence, for reasons beyond its control, the Cardholder receives a reply clearly stating the reasons for the delay, as well as the period within which they will receive the decision on their complaint. In all cases, the period for receiving a decision cannot exceed 35 working days from the receipt of the complaint. Complaints of the Cardholder related to their contract with the Representative for opening the Payment Account should be addressed directly to the Representative. The Issuer bears no responsibility in connection with contracts concluded between the Cardholder and the Representative (for example, the contract for opening and maintaining the Payment Account, for using the functionalities of the Internet Profile or the Mobile Application, or other similar).
IХ. GENERAL CLAUSES
9.1. In the event that the Cardholder has agreed to the terms of another contract for access to the Payment Account proposed by the Issuer, the Cardholder is obliged to comply with it, as they are obliged to comply with the terms of these General Conditions.
9.2. The Cardholder agrees that the Issuer may transfer to third parties all its rights and obligations arising from the General Conditions. For the purpose of preserving the guarantees for the Cardholder, a transfer under the preceding sentence may be carried out only to a third party meeting all legal requirements to provide the services under the General Conditions.
9.3. The Cardholder agrees that Art. 68, Al. 1, Art. 70, Al. 4 and 5, Art. 78, Art. 80, Art. 82, Al. 2 and 3, Art. 85, Art. 91, Art. 92, Art. 93, Al. 1 and Art. 94 of the PSPSA will not apply in their relations with the Issuer, and (ii).
9.4. The Cardholder agrees that in their relations with the Issuer the period under Art. 77, Al. 1 of the PSPSA is shortened from 13 months to 30 calendar days.
9.5. The Cardholder agrees that in their relations with the Issuer the requirements of Chapter Four of the PSPSA will not apply.
9.6. In the event that a court or competent authority determines that a certain clause or part thereof in these General Conditions is invalid, illegal or unenforceable, this clause, respectively part thereof, is considered non-existent to the necessary extent. In this case, the validity and enforceability of the other clauses or respectively part of clauses of the General Conditions will not be affected.
9.7. For issues not settled in these General Conditions, the applicable law of the Republic of Bulgaria applies. All disputes between the Cardholder and the Issuer that cannot be settled by agreement between them or through an out-of-court procedure shall be resolved by the competent Bulgarian court.