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Agreement and Terms & Conditions for Your CPP Card Protection Membership

Please read this document carefully and keep it in a safe place

Please read this document carefully. It sets out terms and conditions of Your Agreement with CPP Global Assistance Bangladesh Limited for the Card Protection Service.

Definitions

Where the following words are used in these terms and conditions, they will have the meanings shown below:

Abroad – In a country other than Bangladesh.

Agreement – These terms and conditions of the CPP Card Protection Service product and any changes thereto.

Card – Your credit, debit, prepaid, cash and other similar cards.

Card Loss – Loss by You or theft from You of a Card.

CPP - CPP Global Assistance  Bangladesh  Limited,  whose  corporate  office  address  is  at Level 8, Ventura Iconia, Plot no. 37, Road no. 11, Block no. H, Banani, Dhaka 1213, Bangladesh.

Fee –The total amount as mentioned in the table above, inclusive of all applicable taxes, that You pay towards: (a) the Incorporation or Renewal Fee, as the case may be; and (b) the Service Fee, when You purchase or renew Your Membership. Membership which is shown in Your Welcome Pack or as agreed with You from time to time. CPP reserves the right to revise its Fee at any point of time.

F-Secure – F-Secure Corporation and (or) F-Secure Private Limited.

F-Secure Internet Security - A comprehensive internet security solution relating to Your computer (desktop or laptop), which is owned and provided by F-Secure.

Home – The place where You permanently reside; which You have given us as Your address while registering for the Membership or any time thereafter.

Incorporation or Renewal Fee – A part of the total Fee, inclusive of all applicable taxes, that You pay for incorporation or renewal of Your Membership, as the case may be, with CPP.

Issuer – An issuer of a Card.

Joint Member –The Member’s spouse, specifically named by the Member, entitled to use the Service (applicable only in case of Premium Membership).

Member – The person who has purchased and is entitled to use the Service whose name appears in the Welcome Pack.

Membership – Your right to use the Service for each year for which You pay the Fee as per the Agreement.

Pay Card/Pay Account – The card or bank account from which the Fee will be collected.

Period of Agreement –The twelve (12) month period from the Start Date.

Renewal Date – The renewal date for Your Membership which is shown in Your Welcome Pack or which We agree with You from time to time.

Service – Shall have the meaning given to it in paragraph A below.

Service Fee – Balance of the total Fee (other than Incorporation or Renewal Fee) that You pay for availing the Services.

Start Date – The date on which the Membership commences as set out in your Welcome Pack which we send to you.

Travel Agent – Travel Agent who has contracted with CPP for providing Assistance Services

We, us, our – CPP.

Welcome Pack - The pack We send  to  You when  You  have  purchased  (or  renewed)  the Membership for the Services containing these terms and conditions and other information relevant to the Service.

Year – A period of twelve (12) consecutive months.

You, Your – The Member (including Joint Member (in case of Premium Membership)). The Card Protection Service is provided by CPP Global Assistance Bangladesh Limited, whose corporate office address is at Level 8 in “Ventura Iconia” at Plot no. 37, Road no.

11, Block no. H, Banani, Dhaka 1213, Bangladesh in conjunction with its third party suppliers/service providers.

Should You have any queries about these terms and conditions or Your Membership, You can contact us by email at feedback@cppbd.com or by telephoning us on 09612-600400 (lines open twenty-four (24) hours a day, seven (7) days a week). You can also write to us at the following address:

CPP Global Assistance Bangladesh Limited Level 8, Ventura Iconia, Plot no. 37,

Road no. 11, Block no. H, Banani, Dhaka 1213, Bangladesh

Card Protection

A: Assistance Services – what is provided?

When You report a Card Loss to us, We will contact the Issuers and ask them to cancel the Card.

If You  request at the time of reporting Your Card Loss, the assistance services set out    at A1 and A2 may be available to You through a Travel Agent, who has contracted with Us to provide You the Assistance Services set out at A1 and A2 below. Your consent to us making such enquiries from such persons and/or organizations as are necessary to assess the claim that You are making. At the time of Your request for Service, We may ask You to provide evidences for Your need of Emergency Assistance and in the absence of which Your request for Emergency Assistance may be rejected by Us.

Any advance made to You under this Section A shall be interest free and repayable by You to the Travel Agent within twenty-eight (28) days of the advance being made. In the event of the advance not being repaid then steps will be taken to recover the advance which may include legal steps as per the Laws of Bangladesh, the costs of which may be added to the outstanding balance of the advance made.

Any advance paid to You while You are Abroad shall be subject to Your foreign exchange travel quota as per the Laws of Bangladesh. You will have to declare that the Emergency Travel Assistance requested by You does not exceed Your available foreign exchange travel quota limits along with the necessary documentary proof to Us before We can assist You. In case You fail to declare along with the necessary documentary proof to Us, We may not be able to provide the Service.

A1: Advance of Emergency Hotel Bills

1. If You are Abroad at the time of the Card Loss, We will facilitate through the Travel Agent an advance directly to Your hotel (subject to availability of online payment facility at the hotel) to cover Your hotel bill up to BDT 25,000 (Value Lite), BDT 50,000 (Value), BDT 100,000 (Classic), BDT 200,000 per member (Premium). The onus is on You to prove dependency on the lost Cards to avail this
2. We will facilitate an online payment through the Travel Agent directly to Your

hotel (subject to availability of online payment facility at the hotel) to cover Your hotel bill up to BDT 30,000 (Value), BDT 50,000 (Classic), BDT 100,000 per Member (Premium) if You suffer a Card Loss in Bangladesh

3. This service depends on availability and acceptance of online payment by hotels and will not be available if online payment through credit card or account transfer is not accepted as an option by the hotel at the time of

A2: Advance of Replacement Travel Tickets

1. We will facilitate replacement travel tickets through the Travel Agent through online payment as an advance for You of up to BDT 25,000 (Value Lite), BDT 50,000 (Value), BDT 100,000 (Classic), BDT 200,000 per member (Premium), so that You can return to the travel destination nearest to Your We will do this if Your travel tickets have been lost or stolen at the same time as the Card Loss when You are Abroad.
2. We will facilitate replacement travel tickets through the Travel Agent as an advance for You of up to BDT 30,000 (Value), BDT 50,000 (Classic), BDT 100,000 per member (Premium), so that You can return to the travel destination nearest to Your Home. We will do this if Your travel tickets have been lost or stolen at the same time as the Card Loss whilst You are in Bangladesh. The onus is on You to prove lost or stolen tickets and dependency on the lost Cards to avail this service. Please note that in case of village/far flung areas, bus tickets will be arranged from the nearest district headquarters. You will have to make Your own arrangements to reach the nearest district
3. This service depends on availability and acceptance of online payment by ticketing vendors, agents or portals and will not be available if online payment through credit card or account transfer is not accepted as an option at the time of

A3: F-Secure Internet Security (for Your Computer (Desktop or Laptop))

You will be offered a comprehensive internet security solution for Your computer, powered and owned by F-Secure, who is a third party supplier/service provider and will provide the benefits as mentioned below. F-Secure Internet Security key and download instructions will be provided to You through welcome pack sent you as part of the Membership. Please call our 24x7 helpline number 09612-600400 in case of any queries relating to Your F-Secure Internet Security subscription.What is provided?

F-Secure Internet Security protects Your digital content with real-time protection against malware, hackers, identity theft harmful and unsavoury web sites. Your online banking transactions are more secured with F-Secure Banking Protection. The features include:

• Protection against viruses, spyware and other malware
• Always up-to-date without slowing down your device
• Stops intrusions or identity theft on your device
• Easy to install and simple to use
• Customer support available through online chat and by phone
• Worry-free surfing and shopping with Browsing Protection
• Safe online life for your children with Parental Control
• Cloud-based, real-time protection against all online threats
• Secure, session-based online banking with Banking Protection
• Privacy protection on Facebook with Safe Profile
• Comprehensive exploit protection with DeepGuard 5

For deriving benefit from F-Secure, You must adhere to the following specific terms and conditions:

1. You are governed by and must comply with the specific License Agreement and terms and conditions of F-Secure as applicable to They are available for review at www.f-secure.com.
2. The supported platform are Windows 8.1 and 8 (ARM based tablets are not supported), Windows 7 (all editions), Windows Vista (Service Pack 2 or newer) and Windows XP (32-bit, Service Pack 3 or newer)

• Your computer (Desktop / Laptop) must have Intel Pentium 4 or higher

1. You must ensure that Your computer is equipped with at least 1GB RAM.
2. You must download the F-Secure Internet Security application on Your computer and provide the information required to install and run the F-Secure application on Your
3. F-Secure Internet Security is provided by F-Secure and F-Secure may at its discretion, add, modify or remove the product features during the Period of Agreement for which We cannot be held liable in any

A4: Valuable document registration

If You register the details of Your valuable documents with us (card details, passport, driving licence, share certificates, insurance policies etc.), We will hold those details safe should You ever need to provide these details when the originals are not at hand or assist You with retrieval of such documents as required.

A5: Lost mobile phone reporting service - SIM blocking

If You lose Your mobile phone, We will help You with the notifications that You need to make to block Your SIM card.

A6: Mobile phone identifier (IMEI) registration service

If You register Your mobile phone IMEI number with us, We will hold it safe should You ever need these details.

B: General conditions

Please read this section carefully as it contains important information.

Eligibility

The Service is only available to residents of Bangladesh who are eighteen (18) years old or over.

Term of Membership

• Your Membership is available to the person whose name appears in the Welcome Pack only and is non-transferable.
• You must provide us with full and accurate information in connection with Your request for the Card Protection
• The Fee must be received by Us before We can provide the Service to
• Your Membership begins on the Start Date and continues for the period up to the Renewal Date in return for payment of the

We will renew Your Membership on the Renewal Date by charging Your Pay Card/ Account as provided by You unless You contact us before that date and ask us not to. We will send You a letter informing You of Your Renewal at least thirty (30) days in advance of the Renewal Date.

• You must report lost or stolen Cards to us by telephone on our 24 X 7 helpline number 09612-600400 or email us at feedback@cppbd.com within twenty-four (24) hours of discovering the Card
• Any change or new addition to Your Service shall be intimated to You at least thirty

(30) days in advance and such change shall become applicable to You from the date set out in such notice. However, it is clarified that the features of F-Secure Internet Security may be added, modified, or removed during the Period of Agreement without this advance notice period of thirty (30) days.

• In case of laptop, You must install the F-Secure Internet Security on Your laptop. In addition to compliance with the terms and conditions specified herein, You must comply with the specific License Agreement and terms and conditions of F-Secure for use of F-Secure Internet They are available for review at http://www.f-secure.

com. It is hereby clarified that F-Secure Internet Security is the property of F-Secure and F-Secure will always remain responsible and liable for any services / claims arising from the use of F-Secure Internet Security by You.

Limitations

• In the event of discovering the Card Loss, You should immediately call us to report the loss of the Cards. In case You have not shared the details of a particular Card with us and request the same to be blocked, We shall attempt to block that Card with the help of other details provided by You on a best effort basis. In the event that Your input is required in the form of confidential personal information number (PIN) or a telephone identification number (TIN) (which cannot be disclosed to a third party), We will assist You by conferencing You on the telephone call with the Issuer in order for You to provide such PIN/TIN for authentication
• The services set out in Sections A1 and A2 shall be provided only at the sole discretion of CPP, however, every effort will be made to provide You with emergency funds in line with the terms and conditions set out in these sections of this Agreement. At the time of service, we may request You to provide evidences that prove loss of Card and/or travel tickets and need of emergency assistance to assess Your request and approve or reject the service at CPP’s sole discretion. There may also be times when it will not be possible to provide services to some countries or remote geographical locations or due to events or conditions that are out of our control (i.e. political instability, regulatory restrictions, war, natural disaster, etc.) and for which We cannot be held
• We cannot be held responsible for any loss, damage or fraud (direct or indirect) which might occur to You due to wrong submission of any information to us by You or if We are unable to provide the Services to You for reasons beyond our control or even after reasonable efforts made by us which includes situations like terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility  of  the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
• It is hereby clarified that F-Secure Internet Security is the property of F-Secure and F-Secure will always remain responsible and liable for any services/claims arising from the use of F-Secure Internet Security by You. You are governed by and must comply with the specific License Agreement and terms and conditions (EULA) of F-Secure  as applicable to You. Our role in relation to distribution of F-Secure Internet Security to You shall be limited to that of a mere facilitator, and We shall not in any manner be liable to You for any loss, damage or compensation in relation to or arising from the use of F-Secure Internet

Payment

• You must pay the Fee in advance on or before the due dates set out in Your Welcome Pack or which We agree with You from time to
• CPP reserves the right to revise its Fee at any point of time but it will not change for Your Membership until the next Renewal However, in case any change is made in Your Fee, then prior notice of at least 30 days will be given to You.

Cancelling Your Membership

• You have a right to cancel Your Membership within thirty (30) days of Your Start Date or Your Renewal If You exercise this right to cancel then Your Membership will be cancelled immediately and any payment You have made will be refunded in full.

After thirty (30) days the Membership may be cancelled by the Member at any time by giving at least fourteen (14) days written notice to us. You will be refunded the Fee as per the following refund grid:

Within 30 days                                             : 100% refund

Between 31 and 90 days                     : 50% refund After 90 days                                 : Nil

No refund of Fee shall be due on cancellation under any circumstances if You have used any of the features of the Service or if the cancellation notice is provided six (6) months after the Start Date (or Renewal Date).

• We will cancel Your Membership on written notice to You if:
  1. We do not receive payment of the Fee from You on the date it is due; and/or
  2. You have at any time:

1. given us false or materially incomplete information in relation to Your Membership; or
2. committed a material breach of the terms and conditions of Your

Governing law and Jurisdiction

These terms and conditions are governed by and must be interpreted in line with the laws of the Republic of Bangladesh.

We and You agree that all the disputes/differences arising out of or in relation to this Agreement shall be referred to the exclusive jurisdiction of and settled only by the courts in Bangladesh. You and We agree that terms and all other communications will be issued in English and Bangla.

Complaints

If at any time You want to tell us about a problem with Your Membership please call us on 09612-600400 or email us at feedback@cppbd.com. You can also write to the Complaints Manager at:

CPP Global Assistance Bangladesh Limited

Level 8, Ventura Iconia, Plot no. 37, Road no. 11, Block no. H, Banani, Dhaka 1213, Bangladesh

We will do our best to revert to Your query within 48 working hours. We will also do our best to send You communications as relevant from time to time to keep You informed on the progress.

If you think you are not getting a satisfactory response, You may escalate the matter to escalations@cppbd.com.

Recording calls

We record all telephone calls made to us. We do this to:

• provide a record of the instructions We have received from You;
• allow us to monitor quality standards;
• help us with staff training; and
• meet legal

Your consent

By entering into this Agreement You hereby expressly accord Your consent and authorize us to collect all  the  required  data/information  including  any  sensitive  personal  data  or information from You to service You under this Agreement. Prior to providing any information, You have an option not to provide the data or information sought under this Agreement by sending to us a written notice to that effect

By entering into this Agreement, You hereby expressly accord Your consent that for the better performance of this Agreement We may transfer Your data/information to any city within Bangladesh or to a country outside Bangladesh as mentioned herein. If We do transfer Your data within or outside Bangladesh, We will make the appropriate checks to ensure that Your data is adequately protected.

Remember that upon request, You have a right to see and review all the personal information We hold about You and if found to be inaccurate or deficient, shall be corrected or amended as feasible. If You would like to request this, please contact our Customer Services Team on 09612-600400. Please also note that We will not be responsible for the

authenticity of the information provided by You to us as required under this Agreement. You have the right to withdraw the consent earlier provided by You with respect to

providing Your data/information sought by us anytime while availing the Services. Such withdrawal of consent shall be intimated in writing to us. However, in the event that You decide not to provide the data/information sought by us or withdraw the consent earlier given by You, then We retain the right to not provide the services for which such data/ information was sought.

Data Protection Notice

We will use the information You provide to:

• manage Your Membership;
• collect Fees when due; and
• provide the Service to

We will collect the Fee from the card/bank account that You have informed us is the Pay Card/Pay Account.

If You use a payment card to pay for the Service, We may ask the issuer of that card to tell us about changes in Your address and other personal and financial details so that We can update Your records. This may include, but is not limited to, asking for new card or account numbers and for information about changes to any of Your personal contact details (e.g. phone or fax numbers, or e-mail addresses).

We may pass Your personal information to our approved suppliers/service providers including our group companies for the purpose of sending correspondence to You and providing some of the features of the Service to You. They may contact You by post, landline telephone or, if You have previously agreed, by email or mobile phone. By taking out Your Membership and by giving us Your address, phone number and email address, You agree that We and our approved suppliers/service providers may contact You using these methods, unless You have told us not to. If You do not want Your details to be used for these purposes, please let us know in writing at any time.

How We protect Your data

We take data security very seriously and go to great lengths to ensure Your information is protected against unauthorised use of any kind. We have appropriate measures in place to safeguard the data We hold. Our Information Security Management Systems     at CPPGroupPlc are based on the global industry standard and have been verified by accreditation in the form of ISO 27001 and PCI-DSS certificate for Information Security Management.

Our suppliers/service providers are vetted to ensure they comply with the necessary data protection protocol before they are approved.

We are continually reviewing and updating our security procedures as new technologies become available to provide protection from current and emerging cybersecurity threats. All areas of our website where personal information is collected are secure and will display the ‘padlock’ symbol for reassurance. Where information is transferred it shall be encrypted using the appropriate encryption technology to ensure it’s security.

Please refer to our data privacy policy at our website bd.cppgroup.com for more details.

Who We may pass Your details to and how they would be used Updating Your records

We may ask Your Issuer / bank to tell us about changes in Your contact details / details specifically related to the Services (subject to  any  disclosure  contract  in  this  regard that You may have with the Issuer) so We can update Your Membership records. This may include asking for updated or new Card numbers or bank account details and for information about changes to any personal contact details (e.g. telephone, mobile phone or fax numbers or email addresses).

Providing the Service

If You ask us to report a Card Loss, We will pass Your name and address and the details of the Card to the Issuer so that they can cancel it and provide a replacement, if requested by You.

When You take the Membership, We pass Your personal details to our approved suppliers to provide some of the services described in Section A. We will only pass to them the minimum amount of information required for them to be able to identify You, should You need these services. Our suppliers will pass Your information (such as Your name, contact details, etc.) to third parties to enable them to assist You only in instances when You require help from them.

We may pass Your personal information to our approved fulfilment and courier vendors so that We can send correspondence to You and provide some of the features of the Service to You.

Marketing and Market Research

To avoid contacting You unnecessarily about products or services You may already have, We will compare Your details with information on prospect files prepared by our business partners. When We do this We may need to tell our business partners/third party suppliers/service providers that You have subscribed for the Service or hold a product with us and disclose required personal data to allow our business partners/third party suppliers/service providers to identify You on these files.

We and our approved suppliers/service providers may also use Your personal information to contact You about goods and services that might interest You or invite You to take part in market research surveys. You may be contacted either by post, phone or e-mail for these purposes. If You would prefer this not to happen, please let us know when You register, or call us at any time if You change Your mind.

Travel Agent

When You take out a subscription, We pass Your personal details to Travel Agent to provide the services described in Sections A1 and A2. We will only pass to them the minimum amount of information required for them to be able to  identify  You,  should You need these services. Travel Agent may pass Your information (such as Your name, contact details, etc.) to third parties to enable them to assist You only in instances when You require help from them

Grievance regarding Data Protection issues

If at any time You want to tell us about a problem, discrepancy or grievance regarding Your personal data/information/details or the processing thereof, please call our designated grievance officer on 09612-600400or You can also write to our grievance officer at:

CPP Global Assistance Bangladesh Limited Level 8, Ventura Iconia, Plot no. 37,

Road no. 11, Block no. H, Banani, Dhaka 1213, Bangladesh

Our grievance officer will do his best to expeditiously redress any issues/grievance that You may have within a period of thirty (30) days from the date of receiving Your grievance.

This Agreement/document is made in Bangla and English. In the event of any ambiguity or discrepancy, however, the English version shall prevail*