本方針は、当社の資金移動業に係る業務に関し、不正取引が行われたことにより発生した損失の補償その他の対応に関する方針を策定し、当該補償方針に従い、適切かつ速やかに補償を実施することを目的とする。
顧客の意思に反して、当社レミットカード、ワレットカード、もしくは、当社モバイルアプリが権限を有しない第三者による指示その他の手法で不正利用又は処分等されたこと（以下「不正利用」という。）により、顧客に金銭的損失が発生した場合
上記(1)の場合、顧客に対する補償の実施者は当社とする。当社は、顧客に対し、不正利用から現実に生じた直接かつ通常の損害に限り補償するものとし、その補償の範囲は、当該不正利用により行われた取引に係る金額（不正利用により行われた取引が複数存在する場合はその累積額）及び当該取引に伴い顧客が負担した手数料の合計額を上限とする。なお、特別損害、間接的、派生的又は付随的損害、逸失利益等について、当社は一切の責任を負わない。
但し、顧客が当社に対して申告した内容、当社が行った調査の内容その他の事情を勘案の上、以下のいずれかに該当すると当社が合理的に判断した場合には、補償を受けられない、もしくは、補償が減額される可能性があります。
レミットカード、ワレットカードの管理・使用、もしくは、モバイルアプリのID/パスワードの管理・使用等について、置忘れや漏えい等、顧客の故意又は過失に起因する不正利用である場合
当社は、不正取引が発生した場合について、当該不正取引の態様を踏まえ、被害の拡大（二次被害）を防止するために必要があると判断したとき、類似の事案の発生を回避するために有益であると判断したとき、また、被害額や件数等の事情において社会的な影響が大きいと認められるときに、速やかに必要な情報を公表いたします。
COMPENSATION POLICY FOR UNAUTHORIZED TRANSACTIONS
1. Purpose
The purpose of this Policy is to establish the Company’s policy regarding compensation for losses and other measures to be taken in connection with unauthorized transactions conducted in the course of the Company’s funds transfer business, and to ensure that compensation is provided appropriately and promptly in accordance with this Policy.
2. Responsible Department
The Transaction Operations Department shall be the department responsible for establishing the Compensation Policy for Unauthorized Transactions and implementing compensation and other measures under this Policy.
3. Details of the Compensation Policy
(1) Specific Circumstances in Which Losses May Arise
Where, contrary to a customer’s intention, the Company’s Remit Card, Wallet Card or Company Mobile App is used without authorization, disposed of or otherwise dealt with pursuant to instructions from an unauthorized third party or by any other means (hereinafter referred to as “Unauthorized Use”), resulting in financial loss to the customer.
(2) Availability, Scope and Requirements of Compensation
In the case described in item (1) above, the Company shall provide compensation to the customer. The Company shall compensate the customer only for direct and ordinary losses actually arising from the Unauthorized Use. The maximum amount of compensation shall be the total of (a) the amount of the transaction resulting from the Unauthorized Use (or, if there is more than one such transaction, the aggregate amount of those transactions) and (b) any fees incurred by the customer in connection with the Unauthorized Use. The Company shall not be liable for any special, indirect, consequential or incidental loss or damage, loss of profit, or any other similar loss or damage.
However, if, based on the information provided by the customer, the results of the Company’s investigation, and any other relevant circumstances, the Company reasonably determines that any of the following applies, the customer may not be eligible for compensation or the amount of compensation may be reduced:
The Unauthorized Use resulted from the customer’s intentional act or negligence in managing or using the Remit Card or Wallet Card, including leaving the Card unattended or disclosing Card information to another person, or in managing or using the ID or password for the Company Mobile App;
The customer failed to notify the Company and report the incident to the police within 30 days from the date on which the loss occurred;
The customer failed to comply with the Company’s rules or prescribed procedures;
The customer failed to cooperate with the Company’s investigation or an investigation by the police or other authorities;
The information reported by the customer was false;
The loss arose from a natural disaster or any other event of force majeure;
The loss has been compensated, in whole or in part, by a third party other than the Company;
The loss was not attributable to any willful misconduct or negligence on the part of the Company; or
The Company otherwise reasonably determines that compensation would be inappropriate.
(3) Compensation Procedures
The customer must, within 30 days from the date on which the loss occurred, notify the Company of the occurrence of the loss and report the incident to the police.
After giving such notice, the customer must promptly report the following information to the Company, together with the necessary supporting documents:
Amount of loss
Date on which the loss occurred
Circumstances leading to the loss
Any other matter that the Company requests the customer to report
(4) Contact for Inquiries
For Inquiries, please contact us at the following address, or by telephone or fax:
Transaction Operations Department
CITY EXPRESS MONEY TRANSFER JAPAN CO. LTD.
Shin-Okubo Communication Building 1F
2-11-23 Hyakunin-cho, Shinjuku-ku, Tokyo 169-0073, Japan
Tel: 03-5925-4121 Fax: 03-5925-4122
Business Hours: 10:00 a.m.–7:00 p.m. (open year-round, except January 1 through 3)
4. Criteria for Public Disclosure of Unauthorized Transactions
If an unauthorized transaction occurs, the Company will promptly disclose the necessary information when, in light of the nature and circumstances of the unauthorized transaction, the Company determines that disclosure is necessary to prevent the expansion of loss or damage (including secondary loss or damage), determines that disclosure would be useful in preventing similar incidents, or determines that the incident is likely to have a significant social impact in view of the amount of loss or damage, the number of incidents or other relevant circumstances.
Established: December 20, 2023
Revised: August 1, 2026
