Compensation Policy for Unauthorized Transactions
This policy sets out the basic guidelines for compensating losses caused by unauthorized transactions in connection with our fund transfer business, so that compensation is provided promptly and appropriately in accordance with the prescribed procedures.
1Purpose
The purpose of this policy is to establish guidelines for compensating losses incurred due to unauthorized transactions in connection with our fund transfer business, and to implement compensation appropriately and promptly in accordance with the policy.
2Responsible Department
The department responsible for formulating this compensation policy and for implementing compensation based on it is the Management Department.
3Compensation for Losses
(1) Specific scenarios where loss may occur
Where a customer incurs financial loss because our transfer card or our app has been used by a third party without the customer’s consent.
(2) Existence, content, and requirements of loss compensation
In the case above, compensation is limited to direct and ordinary damages arising from the unauthorized use. We are not liable for any special, indirect, consequential, or incidental damages.
Compensation may be unavailable or reduced in the following cases:
The customer intentionally or negligently mishandled the transfer card, or the app ID/password — for example by leaving it unattended or disclosing it.
Notification to our company and to the police is delayed beyond 30 days from the occurrence of the loss.
The customer does not follow our rules and prescribed procedures.
The customer does not cooperate with investigations by our company or by the police or other authorities.
False information is provided in the declaration.
The loss arises from force majeure such as a natural disaster.
Compensation for the loss has already been received from a third party (that amount is deducted).
There is no intent or gross negligence on the part of our company.
(3) Compensation procedures
The customer must notify our company of the loss within 30 days from the date it occurred, and must also report the incident to the police.
Promptly after notification, the customer must submit a report to our company with the necessary supporting documents, including:
Amount of loss
Date the loss occurred
Sequence of events leading to the loss
Any other information requested by our company
(4) Contact
Inquiries are accepted at the following address, telephone, or fax:
Operation Management Department, CITY EXPRESS MONEY TRANSFER JAPAN CO. LTD. — Shinokubo Communication Building 1F, 2-11-23 Hyakunin-cho, Shinjuku-ku, Tokyo 169-0073
Tel: 03-5925-4121
Fax: 03-5925-4122
Business hours: 10:00–19:00 (open every day except January 1, 2, and 3)
4Standards for Disclosure of Unauthorized Transactions
When unauthorized transactions occur, we will promptly disclose the necessary information where we judge it necessary to prevent the expansion of damage (secondary damage), where it is useful in avoiding similar incidents, or where the societal impact is significant given factors such as the amount of damage or the number of cases.