Terms and Policies of Use of eMonkey E-wallet
（updated on 25 October 2019)
1. Agreement to the Terms
We reserve all intellectual property rights in relation to our Services or any part of it.
2. Prohibited Activities
2.1 As a user of the Services, you agree not to:
- use the eMonkey E-wallet for any purpose other than for lawful purposes and in a lawful manner at all times;
- perform or be involved in any activity which is illegal or intended to promote/ commit an illegal act under Vietnamese law;
- use the eMonkey E-wallet to perform or be involved in any commercial activities, such as selling, renting, or leasing of any part of the Services, that are not expressly authorized by us;
- use the eMonkey E-wallet in a manner that may result in complaints, disputes, claims, penalties or other liability to us, other users or third parties or may be regarded as an abuse of the card system or a violation of card association or network rules;
- provide false, inaccurate or misleading information in connection with your use of the eMonkey E-wallet.
2.2 You are also not allowed to perform any act in relation to spreading any unwanted e-mail or message to other users in the system.
2.3 Any unauthorized access by you of the M-Pay system shall be deemed as a violation of applicable laws and you shall be liable for all consequences of such violation.
2.4 We may immediately terminate or suspend your eMonkey E-wallet account, place a hold on the balance in your eMonkey E-wallet if reasonably needed to protect against the risk of liability, or take legal action against you, if any prohibited activities are conducted, as determined in our sole discretion.
2.5 It is our policy to prohibit and actively pursue the prevention of money laundering and any activity that facilitates money laundering or the financing of terrorist or criminal activities. We are committed to anti-money laundering compliance in accordance with applicable law and require our directors, officers and employees to adhere to these standards in preventing the use of our products and services for money laundering purposes.
3. Registration and Use of eMonkey E-wallet account
3.1 eMonkey E-wallet account registration
You are required to register and create your own eMonkey E-wallet account.
Upon our request, you are required to provide information including personal information for our verification and authentication (KYC) for the purpose of registering your eMonkey E-wallet account, and promptly inform us if there is any change of such provided information. In addition, we may request for additional information and/or documentation at any time for any reason including to confirm your identity, age and/or to confirm your bank details or debit, credit, prepaid facilities, for example, cards which you have registered with us. You agree that you will provide such information and/or documentation promptly to us upon request. If you do not provide such information and/or documentation promptly, we may, without any liability to you, either limit your use of the eMonkey E-wallet or suspend or close your eMonkey E-wallet. For security reasons, we may limit the amount or number of transactions you can make through your eMonkey E-wallet.
In the event that your registration for your eMonkey E-wallet account follows your registration as a user on an e-commerce website or mobile application including the e-commerce website and mobile application operated by Recess Company Limited (“Lazada Vietnam”), whereby you intend to use the eMonkey E-wallet for making payments on such e-commerce website or mobile application, you represent and warrant that the information you provide to the e-commerce website or mobile application is accurate, complete, and contains such information as we may deem necessary (“Website Registration Information”). You acknowledge and agree that any such e-commerce website or mobile application may share such Website Registration Information with us from time to time.
You authorize us to make any enquiries we consider necessary to validate and verify your identity (whether directly or through third parties) at any time for any reason whatsoever, including making any enquiries on behalf of any e-commerce platform to process any refunds, including any refund coupons that may be payable to you.
You agree to ensure that any information and/or documentation you provide to us is accurate, and shall be responsible for updating the information and/or documentation you provide to us to ensure its completeness and accuracy. We are not responsible, and will not compensate you for any loss that results therefrom, if information provided to us is not accurate, complete or updated in accordance with the current situation, and we are entitled to suspend, terminate your account or refuse your registration.
You are solely responsible for keeping your username and password to your eMonkey E-wallet secure. You are encouraged to change your password on a regular basis and we will not be liable for any disclosure or unauthorised use of your username or password. If your username or password has been compromised, you must inform M-Pay immediately.
3.2 Transaction password, OTP code and secret question
OTP code: After you successfully register your eMonkey E-wallet, the system will send you an OTP code via SMS to activate your eMonkey E-wallet. This OTP code is used one time only to verify your information. If you forget the answer, you need to contact us at 1900 545527 for verification and support.
Using the eMonkey E-wallet service means that you undertake to understand, agree and comply with the following:
- No one, including us or our employees, is entitled to require you to provide your transaction password or secret answer.
- You acknowledge that any access to your eMonkey E-wallet account using the correct transaction password is deemed as legal and authorized by you and you will be responsible for any transactions made and fees incurred by such use.
- You must promptly notify us at the earliest opportunity of the loss of your mobile phone, loss of possession of your mobile phone number, loss, exposure or suspicion of exposure of other authentication factors, or any other breach of security regarding your eMonkey E-Wallet. We may temporarily lock your eMonkey E-wallet account to ensure the safety of your finances.
3.3 Deposit/Withdrawal of eMonkey E-wallet via bank account/card
According to the applicable laws, the deposit into the eMonkey E-wallet account and the withdrawal from the eMonkey E-wallet account must be made via your payment account opened at a licensed bank or debit card. We make no representation that your payment account is in good standing or the licensed bank will authorize or approve the relevant transfer of funds.
Upon successful connection between your eMonkey E-wallet account and your bank account or debit card, you can easily make a deposit into the eMonkey E-wallet by using the bank account/card that is linked to the eMonkey E-wallet account.
You may maintain funds in your eMonkey E-wallet, and and such funds, less any monies owed to us, will be regarded as the balance of your eMonkey E-wallet ("eMonkey E-wallet Balance"). Your eMonkey E-wallet may also contain promotional coupons or refund coupons from various ecommerce websites or mobile applications. These promotional coupons and refund coupons are issued by the respective e-commerce websites or mobile application (including the e-commerce website and mobile application operated by Lazada Vietnam) and are not part of your eMonkey E-wallet Balance.
Unless otherwise stated, we are not liable for any fees raised by third parties, including licensed banks, associated with funding your eMonkey E-wallet Balance. However, we reserve the right to decline acceptance of any payment instrument, including bank accounts, as funding methods in our sole discretion.
We reserve the right to impose limits on your use of the eMonkey E-wallet from time to time, including (i) the amount of value you may load your eMonkey E-wallet at any one time; and (ii) the aggregate funds loaded to your eMonkey E-wallet over any time period.
3.4 Service fee
Currently, most of the services and utilities in the eMonkey E-wallet are free of charge, except for the fee for withdrawals from the eMonkey E-wallet to your bank account/card and the fee that is payable by you to a third party such as a bank or payment acceptance entity (if any).
The withdrawal fee from the eMonkey E-wallet to your linked bank account/card is calculated as follows:
Withdrawal fee = VND3.300 + 1% of the amount withdrawn
When releasing any funds, we shall have the right to deduct or withhold any fees due and payable to us and/or a third party in such amounts as instructed by such third party.
If you have any queries regarding the service fee, please contact our Customer Service at 1900 545527.
3.5 Suspension/Termination of use of services
You can stop using our Services at any time.
We, at our sole and absolute discretion and when we deem to be appropriate, may terminate or suspend the provision of your eMonkey E-wallet account or any part thereof and/or stop providing the Service to you at any time, without any liability or responsibility to you.
In addition to terminating or suspending your eMonkey E-wallet account, we reserve the right to take appropriate legal action against you, including without limitation pursuing civil, criminal, and injunctive redress.
Notwithstanding the generality of the above, we reserve the right to terminate or temporarily suspend your use of the eMonkey E-wallet and shall not be held liable for any damages caused to you or any third party in relation to such termination or suspension of use in the following circumstances:
- You do not wish to use our Services. You may notify the Customer Service of M-Pay at 1900 545527, and we will confirm your request and suspend or terminate your use of the Services following your request.
- Your eMonkey E-wallet does not have any transactions within 12 months from the date of registration and activation.
- All or any of the funds in your eMonkey E-wallet are subject to legal process or other encumbrances restricting their transfer and/or use.
- We shall permanently terminate your use of the eMonkey E-wallet if you have carried on fraudulent acts, falsified acts, acts of conveying bad information or images that are contrary to the customs and traditions and violate the laws of Vietnam, or deliberate destructive acts that have caused damage to eMonkey E-wallet system of M-Pay.
- At the request of the competent authorities.
In cases of disputes, claims or misunderstanding, we also reserve the right to reasonably suspend or block a part of the money in your eMonkey E-wallet account for purposes of dispute and claim handling.
In other cases: We shall endeavor to notify you in advance of any such termination or suspension via one of the following means: mobile phone, email, text message, fax or in writing.
Closure of your eMonkey E-wallet will not cancel any cleared transactions, which you have already undertaken.
If your eMonkey E-wallet is closed for any reason, we will contact you to arrange for the refund of any residual electronic funds in that eMonkey E-wallet as set out below. In no event shall you be entitled to any refund in respect of any eMonkey E-wallet balance amounts that are attributable to any promotional coupons.
You remain liable for all obligations related to your eMonkey E-wallet. Closure of your eMonkey E-wallet does not relieve you of any liability pertaining to your eMonkey E-wallet. In the event of a pending investigation at the time your eMonkey E-wallet is closed, we may continue to hold your funds for up to one hundred and eighty (180) days from the date of closure in order to protect us against any loss. If we suspect that you have used your eMonkey E-wallet for any illegal purposes, we may hold any outstanding balance in your eMonkey E-wallet for such time as we determine in our absolute discretion or as required by law.
We will refund any electronic funds in your eMonkey E-wallet as soon as practicable after its closure to the same payment account opened at the licensed banks through which you top up balance to your eMonkey E-wallet.
We reserve the right to carry out any necessary money laundering, terrorism financing, fraud or any other illegal activity checks before authorizing any withdrawal of your funds, including returning any funds to you after your eMonkey E-wallet has closed or before any refunds are processed. For the avoidance of doubt, except in the situation of the closure of your eMonkey E-wallet, no redemption for cash, transfer of funds or cash withdrawal is permitted in respect of any amounts in your eMonkey E-wallet.
4. Rights and obligations of customers