These Terms were last updated on 21st of April 2020.
The Terms of Service stated herein (the “Terms of Service” and this “Agreement”) set forth the terms and conditions of your access to and use of the Zapp virtual account service (“Zapp Account”). By using the Zapp mobile application supplied to you and by using the services upon Activation and use Zapp Services, you unconditionally accept and agree to be bound by all the terms and conditions contained herein this Agreement.
ZAPP WILL NOT BE HELD LIABLE FOR ANY DAMAGES/ LOSS OF REVENUE THAT ARE A RESULT OF USERS USING INFORMATION THAT IS INACCURATE/ FRAUDLUENT / CAUSED BY YOUR UNAUTHORIZED ACCESS OR ALTERATIONS OF YOUR INFORMATION SENT AND/ OR RECEIVED THROUGH THE SERVICE. MORE DETAILS CAN BE VIEWED IN CLAUSE 11.3.
Any person that you grant to access the Service using your Account shall be bound by these Terms of Service. If you do not accept these Terms of Service, please do not continue with the activation or use of this Service.
Zapp is an electronic-wallet (“e-wallet”) account which is linked to the telephone number of your Mobile Device, managed and supervised by Zapp for purchasing of goods or services via electronic means. We will not provide you any credit, loan, or other amounts to increase your deposit in your Zapp Account.
Zapp provides both Conventional and Islamic e-wallet where the Conventional e-wallet users are allowed to perform any transactions at any Halal and Non-Halal Zapp merchants while Islamic e-wallet users are only allowed to perform transactions at Halal Zapp merchants.
It is imperative that you sign up for our Services using accurate data, provide your current active mobile phone number, and, if you change it, update this mobile phone number using our in-app mobile number change feature. You agree to receive text messages and phone calls (from us or our third-party providers) with codes to sign up for our Services.
Upon successful sign up Users will need to choose either to be a conventional e-wallet users or Islamic e-wallet users. Users are not allowed to make any changes after choosing the type of wallet to use.
Only the following persons are eligible to use the Zapp Services:
Individuals provided that have:
Information. In order to create a Zapp Account, you must provide us with correct and updated information as requested by Zapp. This may include but not limited to any identification or business statutory documents as may be requested by Zapp from time to time.
Inquiries. You authorise Zapp, directly or through third parties, to make any inquiry that deemed necessary for us to verify your identity. This may include, but is not limited to, asking you for further information or documentation, requiring you to take steps to confirm ownership of your email address or financial instruments, ordering a credit report or verifying your information against third party databases or through other sources.
Zapp reserves the right to request additional information from you, other than what is stipulated to this Agreement, to allow it to comply with its anti-money laundering obligations/act. You agree to comply with any request for further information as we reasonably require enabling us to adhere to our anti-money laundering obligations/act. This may include, without limitation, requiring you to fax, email or otherwise provide us certain documents in a stipulated timeframe.
Updates to information. You are required to ensure that your information is up-to-date and provide relevant updated information as may be requested by Zapp from time to time. If there is a discrepancy between the information reflected in your Zapp Account Profile and the information contained in the documents provided for verification, Zapp reserves the right to amend such information so that it adheres to the documents provided.
Beneficial owner. You must be the beneficial owner of the Zapp Account, and use Zapp Services only on behalf of yourself.
You may only use the Services once your Account has been Activated and while you use the App or Services shall be strictly in accordance with these Terms of Service.
You may maintain the funds in your Zapp Account, and such funds will be regarded as the top up of your Zapp Account (“Top Up”). The Top Up can be accumulated in your Zapp Account by means of a transfer of funds from certain payment instruments (including cash, debit cards and a savings account or other prepaid payment method, collectively termed as “Payment Instruments”).
For any funding of your Zapp Account, we make no representation that any of your Payment Instrument(s) are in good standing, or that the issuer of your Payment Instruments will authorise or approve such transfer.
Zapp will hold your funds in pooled accounts separate from its corporate funds, and it will not utilise your funds for its creditors in the event of bankruptcy. The pooled funds are used solely to make payments to Zapp merchants, and they may also be refunded back to users if necessary. You will not receive any interest or other earnings on the amounts of your Zapp Account. However, Zapp may receive some earnings on amounts that Zapp holds on your behalf. You agree to assign your rights to Zapp for any earning derived from your funds.
The maximum amount you can load on your Top Up for a Zapp Premium Account at any point of time shall not exceed the amount of Ringgit Malaysia One Thousand and Five Hundred (RM1,500.00) only.
Each individual is only entitled to have ONE Zapp Premium Account with each valid IC and each Zapp Premium Account is allowed to link ONE unique mobile number only. If you are found to have more than one Zapp Premium Account, we will notify you and you will be required to choose between the two accounts. The account not chosen by you will be terminated by us.
Zapp reserves the right to impose different limits on your use of Zapp Account from time to time, including but not limited to: (i) the amount of value you may load your Zapp Account at any one time; (ii) the aggregate funds loaded to your Zapp Account and (iii) the maximum amount you can transfer to a merchant to make a purchase.
The wallet limit is Ringgit Malaysia Two Hundred (RM200.00) only.
The monthly transaction limit shall be Ringgit Malaysia One Thousand and Five Hundred only (RM 1,500.00).
There will be an annual transaction limit imposed every calendar year which shall be Ringgit Malaysia Fifteen Thousand (RM15,000.00) only for all Transactions set out in Clause 5.2.2.
To register as a user for this Basic Account, the potential user must be above 13 years old and provide their full name as per NRIC/ Passport, Nationality, Phone Number, Email. For potential users between the age of 13-18 years old must obtain parental or guardian consent to use and register Zapp.
The wallet limit is Ringgit Malaysia One Thousand and Five Hundred (RM1,500.00) only.
The monthly transaction limit for all transactions inclusive of "Payment Transactions", "Inter-Wallet Transfer" and "Cash-out/withdrawals to the user’s own bank account" shall be Ringgit Malaysia Thousand and Five Hundred (RM4,500.00) with ("Cash-out/withdrawals" capped at RM1,500.00 only).
The Cash-out/withdrawals to user’s own bank account shall be capped at Ringgit Malaysia Two Hundred (RM200.00) per transaction only.
There will be an annual transaction limit imposed every calendar year which shall be Ringgit Malaysia Fifty Thousand (RM50,000.00) only for all Transactions set out in Clause 5.2.2.
To upgrade to a Premium Account all users must be above 18 years old and submit their name as per NRIC, NRIC/Passport number and other documentation ID (if any) that will be subjected to a verification process to ensure compliance with all relevant legislation and regulations.
We reserve all rights to refuse, reject and/or decline any application by a user at our sole and absolute discretion without assigning any reasons whatsoever, and our decision shall be final and conclusive.
You may use the Top Up stored in your Zapp Account to purchase goods or services for participated merchants over the internet. For security reasons, we may limit the amount or number of transactions you can make through with your Zapp Account.
Each time you use the Top Up with your Zapp Account, you hereby authorise us to reduce/deduct the available balance in your Zapp Account according to the amount of the transaction and any applicable fees. You can only make payment using the Top Up to the extent that you have sufficient balance in the account to support those transactions. You are not allowed to make a purchase in excess of such balance. We will not extend credit in connection with your use of Top Up with your Zapp Account.
You shall, at all times be solely responsible for all transactions initiated and fees incurred by the Top Up amount allocated to your Zapp Account. You are responsible for keeping your account details confidential. You shall not disclose any of your account details to any person. If other individuals access your Zapp Account, we will treat this as if you consented on such authorization for such usage and you will be solely responsible and liable for any misuse of your Zapp Account, transactions and fees incurred by such usage. In any event, you must notify us immediately of any unauthorised use of your Zapp Account or any other breach of security regarding the Zapp Account of which you have knowledge.
Any information, instructions and/or confirmation sent from the Zapp Account shall be deemed to have been issued by you notwithstanding that such information, instructions and/or confirmation may have been issued by a third party, whether authorised or otherwise, Zapp shall deem that the Services has been accessed legitimately and the transactions conducted shall be valid. We do not have any control over, and shall not be responsible or liable for, the transactions for the products or services that are conducted for with Zapp Account. We cannot ensure that a seller or merchant you are dealing with will actually complete the transaction.
We will notify you whether your payment has been received, delayed, cancelled, or accepted and executed via the Zapp app.
For Islamic e-wallet users, any transactions performed at Non-Halal Merchants will be declined automatically. Islamic e-wallet users shall at all times be responsible to identify if the Merchants are Halal or Non-Halal when performing the transactions.
We may at our own discretion from time to time to impose any charges or fees for the use of Zapp Services and/or additional charges for certain services, if such Charges are applicable.
Zapp will charge a fee to Users who transfer their wallet money into their own bank account. The charges will be 2% of the transfer amount or RM2 whichever is lower. The charges will be deducted from your account.
By accessing and using the Service, you unconditionally agree to bear all the charges and payment wherever applicable while accessing the App and the Services including but not limited to telephone charges and internet charges.
Zapp reserves the right to impose any Applicable Tax such as Sales and Service Tax if the supply made under these Terms of Service is a taxable supply.
You agree and accept that you will be liable for entering the correct account number/ Zapp ID /other particulars of the beneficiary for the funds transfer request. In no case, will we be held liable and responsible for any erroneous transaction incurred arising out of or relating to your entering of the wrong/incorrect/incomplete account number, information of the beneficiary and/or any other particulars. If a fund transfer is made available to you, it may be used for transfer of funds between your own Zapp account and/or from your account to accounts belonging to the third parties maintained with us and/or with other parties.
You agree that the record of instructions given and transactions with us shall be conclusive proof and binding for all purposes and can be used as the evidences in any proceeding. However, if you dispute any transaction stated in your record of transactions, we may in our absolute discretion and as deemed fit conduct any investigation(s) regarding the disputed transaction(s). Our findings in any investigation conducted in relation to your Zapp Account shall be conclusive and final.
Protection for unauthorised fund transfers and Errors
In any such event, there is an unauthorised fund transfer, or an Error occurs in your Zapp Account (except for any unauthorised fund transfer or error initiated in an environment not hosted by Zapp), Zapp will reimburse you for the full amount of every eligible unauthorised fund transfer or Error as long as you follow the procedures below. An unauthorised fund transfer occurs when an e-money fund transfer is made using your Zapp Account that you did not authorise and that did not benefit you. For example, if someone misuses your password to access your Zapp Account, and makes an e-money fund transfer of your Zapp Account, an unauthorised fund transfer has occurred. If you authorised someone to access your Zapp Account (by giving them your login information) and they make e-money fund transfers without your knowledge or consent, you are responsible for any resulting use.
You should immediately notify Zapp if you believe:
To be eligible for protection for unauthorised fund transfer, you must notify us within Sixty (60) Days after any unauthorised fund transfer first appears in your Zapp Account history statement;
You should constantly log into your Zapp Account and review your Zapp Transaction history statement to ensure that there has not been an unauthorised fund transfer or Error. Zapp will also send an email to the primary email address you have provided to us in order to notify you of each e-money fund transfer or payment made from your Account. You should also review these e-money fund transfers or payment confirmations to ensure that each e-money fund transfer or payment was authorised by you and is accurate;
For unauthorised fund transfer or Errors in your Zapp Account, notify us as follows:
When you notify us, you shall provide us with all of the following information:
If you notify us verbally, we may require you to send us your complaint or question in writing within ten (10) business days. During the course of our investigation, we may request additional information from you.
Zapp actions after receipt of your notification. Once you notify us of any suspected unauthorised fund transfer or Error, or we otherwise learn of one, we will do the following:
We will conduct an investigation to determine whether there has been an unauthorised fund transfer or Error that is eligible for protection;
We will conclude our investigation within fourteen (14) business days of the date we received or acknowledged your notification of the suspected unauthorised fund transfers or Error. In any such event, we may require more time, we may take up to thirty (30) business days to complete our investigation;
If we determine that there was an unauthorised fund transfer or Error, we will promptly credit the full amount into your Zapp Account within seven (7) business days of our determination;
If we decide that there was no unauthorised fund transfer or Error, we will include an explanation of our decision in our email to you. You may request copies of the documents that were used in our investigation.
We will rectify any Error that we have discovered. If the Error results in your receipt of less than the correct amount to which you are entitled, Zapp will credit your Zapp Account for the difference. If the Error results in your receipt of more than the correct amount to which you are entitled, Zapp will debit the extra amount from your Zapp Account. If your Zapp Account has insufficient amount for us to debit from your account, we will email and/or call you to settle the extra amount credited to your Account. Such matter shall be settled within fourteen (14) business days.
If you erroneously make an e-money fund transfer to the wrong party, or enter the wrong amount in the e-money fund transfer (based on a typographical error, for example), your only solution will be to contact the party which received the e-money fund transfer and request them to refund the e-money fund transfer. Zapp will not reimburse you or reverse an e-money fund transfer that you have made in error.
Safeguard your account
You agree to perform the following actions to safeguard your Zapp Account by:
If you need a refund in respect of any fees or payments made towards the Service or any part thereof, please contact Zapp at email@example.com. Subject to Zapp’s determining to its satisfaction that your money was wrongly deducted from your Account for Payment by Zapp due to technical error of Zapp where your attempted Transaction has failed. Zapp may refund to your Account such money which was wrongly deducted.
However, we shall not be responsible to settle any dispute that you may have with merchant for the purchased of goods and services using the Services. You shall be responsible to contact the respective merchants for a refund for products or services purchased from the merchants. We shall not be liable in any disputes that you may have with the Merchant.
Zapp reserves its right not to refund any disputed amount to you if Zapp believes you acted in contrary to these Terms of Services.
No refund shall be entitled to you in the event if your Account has been suspended, terminated or ceased by Zapp due to fraudulent, illegal or unlawful transactions including but not limited to breaches of any law (including but not limited to the Financial Services Act 2013 and/or Anti-Money Laundering and Anti-Terrorism Financing Act 2001 (AMLATFA) or any regulation and/or guidelines made thereunder). It shall be lawful for Zapp to retain the balance amount or release to the relevant authorities the balance in accordance with applicable legislation, regulation and/or guidelines. You shall not be entitled to claim any form of compensation for any loss arising therefrom.
This Service is provided on an “as is” and “as available” basis. To the fullest extent permissible pursuant to the applicable law, Zapp disclaims all liability and makes no express or implied representation or warranties of any kind in relation to the Service including but not limited to:
Zapp will use reasonable endeavours to ensure that the Service is secure and cannot be accessed by unauthorized third parties but does not warrant the security or confidentiality of any information transmitted through the System or such other equivalent system in any jurisdiction via the Service. Zapp does not control, and is not responsible for controlling how or when our users use our services or the features and interfaces in relation to our services. We are not responsible for and are not obligated to control the actions or information (including content) of our users or other third parties.
To the fullest extent permissible pursuant to the applicable law, Zapp shall not be liable or responsible to you and/or any other third party (ies) for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of revenue, loss of profits or any consequential loss (even if Zapp has been advised of the possibility of such damages or even if such damage is foreseeable), that result from your use of Service and/or unauthorized access to or alteration of your transmissions or data, any communication, transmission, material or data sent or received or not sent or received, or any transactions entered into through the Service or arising in connection with the fraudulent or unlawful acts, or an act, default or omission of, or any representation made by, a person other than us, or resulting from a cause independent of human control.
Zapp is not responsible for any transactions made through the Service. Any dispute, error and mistake in transactions must be resolved between you and the transacting party.
If you decide to terminate/ deactivate the Zapp Account without misusing the Zapp Account for money laundering and any activity that facilitates money laundering or the financing of terrorist or criminal activities or any other illegal activities, you may only terminate / deactivate your Zapp account after you have zero e-wallet balance.
You may terminate /deactivate your Zapp Account at any time by contacting our Customer Service at 03-76616211 or firstname.lastname@example.org. Our Customer Service representatives will assist to terminate / deactivate your account from our back-end and you will receive an email notification once completed. Upon account termination/deactivation, we will cancel any such order submitted by you which have not been executed with any payment process.
You may not evade an investigation by terminating/deactivating your Zapp Account. If you terminate/deactivate your Zapp Account while we are conducting an investigation, we may hold your funds to protect Zapp, Zapp affiliates or a third party against the risk of reversals, chargebacks, claims, fees, fines, penalties and other liability. You will remain liable for all obligations related to your Zapp Account even after the Zapp Account is terminated or deactivated.
Zapp reserves the right to terminate/suspend/cease your Account due to fraudulent, illegal or unlawful transactions including but not limited to breaches of any law (including but not limited to the Financial Services Act 2013 and/or Anti-Money Laundering and Anti-Terrorism Financing Act 2001 (AMLATFA) or any regulation and/or guidelines made thereunder). It shall be lawful for Zapp to retain the balance amount or release to the relevant authorities the balance in accordance with applicable legislation, regulation and/or guidelines. You shall not be entitled to claim any form of compensation for any loss arising therefrom.
You are required to keep your accounts and contact information updated at all times. Any account found to contain incorrect and/or outdated information will be suspended.
It is the policy of Zapp 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. Zapp is committed to anti-money laundering compliances in accordance with applicable law and requires its directors, officers and employees to adhere to these standards in preventing the use of its products and services for money laundering purposes..
In connection with your use of the Zapp Account services, you should not:
Provide false, inaccurate or misleading information;
Use Zapp Account for any illegal activities, including online gambling, regardless of whether online gambling is permitted in the jurisdiction in which you are located;
Use Zapp Account in a manner that may result in complaints, disputes, claims, penalties or other liability to Zapp, 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;
Breach this Agreement, other related Zapp agreements or violate any applicable laws and regulations.
If we, in our sole discretion, believe that you may have engaged in the above restricted activities, we may take various actions, including but are not limited to the following:
We may suspend or restrict your access to the Zapp Account service;
We may terminate this Agreement and refuse to provide the Zapp Account service to you;
We may place a hold on to your Zapp Account balance if reasonably needed to protect against the risk of liability;
We may take legal action against you.
Subject to any applicable laws and regulations, in the event that we discontinue providing the Zapp Account service to you by reason of your breach of any applicable laws and regulations, this Agreement or Zapp Account Service Agreement, we will credit you through the Payment Instrument last used to load your Zapp Account, with your remaining Zapp Account balance. Zapp reserves the right to charge an administrative fee for such refunds.
You are responsible for all reversals, chargebacks, claims, fees, costs, fines, penalties and other liabilities incurred by Zapp, a User, or a third party caused by or arising out of your breach of this Agreement, and/or your use of the Zapp Services. You agree to reimburse Zapp, a User, or a third party for any and all such liability.
Liability for instructions given by you on your Zapp Account. Any instructions and/or confirmation given by you on your Zapp Account (whether verbal or in writing) once you have been authenticated will be relied on by Zapp. Zapp will not be responsible and liable for any loss or damage resulted by you or other person where Zapp acts on those instructions in good faith, until and unless it was proven that Zapp was found negligent in the act or omission.
Reimbursement for Your Liability
In the event that you are liable for any amounts owed to Zapp, Zapp may immediately remove such amounts from your Zapp Account balance. If you do not have a balance that is sufficient to cover your liability, your remaining balance (if any) will be removed, your Zapp Account will have negative balance up to the amount of your liability, and you will be required to immediately add money to your Zapp balance or reimburse Zapp through an alternative method. If you do not do so Zapp may engage in collection efforts to receive such amounts from you.
Actions by Zapp – Restricted Activities
If Zapp, in its sole discretion, believes that you may have engaged in any Restricted Activities, we may take various actions to protect Zapp, Affiliates, other Users, other third parties or you from reversals, chargebacks, claims, fees, fines, penalties and any other liability. The actions we may take include but are not limited to the following:
We may deactivate, suspend, or limit your access to your Zapp Account or the Zapp Services;
We may refuse to provide the Zapp Services to you now and then;
We may hold your funds for a period of time reasonably needed to protect against the risk of liability to Zapp or a third party, or if we believe that you may be engaging in potentially fraudulent or suspicious activity and/or transactions.
Actions by Zapp – Reserves
Zapp, in its sole discretion, may place a Reserve on funds held in your Zapp Account when Zapp believes there may be a high level of risk associated with your Zapp Account. If Zapp places a Reserve in your Zapp Account, transactions will be shown as "pending" in your Zapp Account balance, and you will not have access to funds in a “pending” status until they are cleared. If your Zapp Account is subject to a Reserve, Zapp will provide you with notice specifying the terms of the Reserve. The terms may require that a certain percentage of the amounts in your Zapp Account are held for a certain period of time, or that a certain amount of money is held in Reserve, or anything else that Zapp determines is necessary to protect against the risk associated with your Zapp Account. Zapp may make amendments to the terms of the Reserve at any time by providing you with notice of the new terms.
Actions by Zapp – ZappAccount Deactivation, Termination of Service, Limited Account Access; Confidential Criteria.
Zapp, in its sole discretion, reserves the right to terminate this Agreement and/or access to the Zapp Services for any reason and at any time upon notice and payment to you of any unrestricted funds held in your Zapp Account balance. If we limit access to your Zapp Account, including through a Reserve or hold, we will provide you with a notice of our actions, and the opportunity to request restoration of access if, in our sole discretion, we deem it appropriate. Further, you acknowledge that Zapp’s decision to take certain actions, including limiting access to your Zapp Account, placing holds or imposing Reserves, may be based on confidential criteria that is essential to our management of risk, the security of Users’ Zapp Accounts and the Zapp system. You agree that Zapp is under no obligation to disclose the details of its risk management or its security procedures to you.
If you have not transacted your Zapp Account for a consecutive twelve (12)-month period, your Zapp Account is deemed inactive and an administrative charge, subject to certain terms and conditions, may be charged against the remaining amount in your Zapp Account balance, until (i) such time that you perform a transaction; or (ii) your Zapp Account will be terminated by us once there are insufficient funds to pay the administrative charges.
We reserve the rights to amend this Agreement at any time by publishing an updated version at the Zapp website. The updated version of this Agreement shall take effect twenty-one (21) calendar days later after publishing at the Zapp website. Each time you use the Zapp Account service you confirm that you agree to be bound by the Agreement as may be amended from time to time.
This Agreement and/or operations of the Zapp Account maintained by us and/or the use of services provided through Zapp Services are construed to be governed in accordance with the laws in Malaysia. We accept no liability whatsoever, direct or indirect for non-compliance with the laws of any country other than Malaysia. The mere fact that you are able to access Zapp Services through Internet from a country other than Malaysia shall not be interpreted to imply that the laws of the said countries govern this Agreement and/or the operations of the Zapp Account through Internet and/or the Zapp Services. You agree to abide by prevailing laws in respect of Zapp Services applicable in Malaysia. It is your responsibility to comply with any regulation prevailing in the country from where you are accessing the Internet.
All disputes shall be subjected to the jurisdiction/authority of the Courts in Kuala Lumpur (Malaysia). However, we may, in our absolute discretion commence any legal actions or proceedings arising out of these terms in any other court, tribunal or other appropriate forum, and you are hereby consenting to that jurisdiction/authority.
If you have any enquiry or complaint which is not addressed by ISPG or Zapp, you may contact Bank Negara Malaysia at:
Bank Negara Malaysia
Laman Informasi Nasihat dan Khidmat
(Walk-in Customer Service Centre)
Ground Floor, D Block,
Jalan Dato’ Onn
50480 Kuala Lumpur
Contact Centre (BNMTELELINK)
Tel: 1300-88-5465 (Overseas: 603-2174-1717)