Quickergroup Payment Protection Policy

Version: 1.1.1

Released: 13th September 2024

This Quickergroup Payment Protection Policy (“Policy”) is an addition to the Quickergroup Terms of Use, Quickergroup Privacy Policy, and Quickergroup Payment Account User Terms and Conditions (collectively, the “Quickergroup Terms”) pertaining to your Quickergroup Account. In case of any inconsistency between this Policy and the Quickergroup Terms, the provisions of this Policy shall take precedence. If there is a discrepancy between this Policy and the Quickergroup Terms, this Policy will prevail. Unless specifically defined otherwise in this Policy, capitalized terms will have the meanings assigned to them in the Quickergroup Terms. This Policy constitutes a legal agreement between you and Quickergroup Limited (“Quickergroup,” “We,” “Us”). By using your Quickergroup Account, you agree to adhere to the terms set forth in this Policy.

1.1 Protection against Unauthorized Transactions
Quickergroup will offer compensation for eligible Unauthorized Transactions (“Qualified Transactions”) resulting in a financial loss to you, provided you adhere to the procedures outlined in this Policy.

An “Unauthorized Transaction” refers to any transaction made from your Quickergroup Wallet that you did not authorize, including:

(a) Transactions made from the funds stored in your Quickergroup Wallet without your authorization or benefit;

(b) Transactions or Top-Ups to the Quickergroup Wallet made from a credit or debit card stored in your Quickergroup Account without your authorization or benefit;

(c) Transactions or Top-Ups to the Quickergroup Wallet made from a bank account linked to your Quickergroup Wallet without your authorization or benefit. For clarity, a linked bank account is defined as the account connected to your Quickergroup Wallet used for topping up where funds are directly debited from the bank account. Quickergroup reserves the right to determine at its sole discretion whether a reported Unauthorized Transaction qualifies for compensation and to what extent. The total amount of compensation will not exceed the actual financial loss you have incurred from the Qualified Transaction.

Nevertheless, you are responsible for ensuring the security of your Quickergroup Account. If you intentionally, fraudulently, or negligently allow someone to access your Wallet, saved credit/debit card, or linked bank account by sharing your login information or in any other manner, and they conduct transactions with or without your consent, you will be liable for any resulting consequences.

1.2 Notification to Quickergroup

1. You must promptly notify Quickergroup if you suspect an Unauthorized Transaction or unauthorized access to your Quickergroup Account. To be eligible for compensation under this Policy, you must report the issue within 60 days from the date the Unauthorized Transaction first appears in your account.
2. You agree to regularly log into your account and review your order history to ensure there are no Unauthorized Transactions. Quickergroup will send you notifications via email or other means deemed appropriate to inform you of each transaction in your account. You should verify these notifications to confirm that each transaction was authorized by you and that your account details are accurate.
3. If you identify an Unauthorized Transaction in your account, please contact Quickergroup Customer Service through the ‘contact us’ page (https://www.quickergroup.com/contact). You will need to provide complete information and/or documentation as specified on that page and as requested by us to initiate an investigation. Quickergroup will only begin an investigation upon receiving all required information/documents.

1.3 Actions by Quickergroup upon Notification

1. Upon receiving your notification and the complete set of required information/documents, Quickergroup will:

(a) Conduct an investigation to determine whether the Unauthorized Transaction qualifies for compensation under this Policy.

(b) Complete the investigation within 30 working days from the date we receive all necessary information/documents.

(c) Inform you of our decision upon completion of the investigation.

1. If we determine that the Unauthorized Transaction qualifies for Quickergroup Payment Protection, we will credit the full amount of the Qualified Transaction to the respective sources as detailed below:

If an Unauthorized Transaction is made from:

• Quickergroup Wallet: The reimbursement will be credited back to the Quickergroup Wallet.
• Saved Card: The reimbursement will be credited back to the Saved Card*.
• Linked Bank Account: The reimbursement will be credited to the Quickergroup Wallet.

*Note: The timing of reimbursement to a Saved Card may depend on the card issuer’s processing timelines.

1. If we conclude that the Unauthorized Transaction does not qualify for Quickergroup Payment Protection, we will notify you of our decision, which will be final and binding.

1.4 Scope of Protection
The following transactions are excluded from the coverage of the Quickergroup Payment Protection Policy:

(a) Disputes regarding transactions made by you, such as non-receipt of items purchased or return requests declined per Quickergroup’s policies and Terms of Use;

(b) Cases where we determine, at our sole discretion, that fraud or negligence on the part of the Customer has occurred. For instance, if you have knowingly provided your account credentials to third parties, including credentials for your Quickergroup Account or other accounts sharing the same login information, or have acted fraudulently or failed to take necessary precautions to protect your account;

(c) Instances where we find a history of engaging in or supporting fraudulent activity and/or disputes of unauthorized transactions as determined solely by Quickergroup;

(d) Situations where the Unauthorized Transaction occurred due to unforeseen circumstances, including but not limited to natural disasters, wars, terrorist acts, or civil unrest, which are beyond Quickergroup’s reasonable control;

(e) Situations where the Unauthorized Transaction resulted from terminal or system issues (including Quickergroup and related services) impacted by hacking attempts, system upgrades/malfunctions, or telecommunication downtime that you were aware of prior to the Unauthorized Transaction;

(f) “Compromises or fraud arising from third-party partners”: Unauthorized Transactions resulting from compromises or fraud involving third-party partners such as partner banks, credit card details, or login credentials to any transfer applications or services, including claims related to fraudulent Quickergroup Wallets created to receive funds from compromised sources;

(g) Regulatory or legal restrictions preventing reimbursement to the Customer;

(h) Failure to provide sufficient detail and/or documentation as reasonably required by Quickergroup in relation to any reported Unauthorized Transaction, or providing inaccurate, incomplete, or false documentation and/or information.