Framework Agreement containing Alaan´s General Terms and Conditions

1. Introduction.

1.1. This Agreement sets out the general terms and conditions between the Customer and Alaan. Copies of this Agreement can be found on Alaan’s Website. 

1.2. This Agreement will be valid from the Commencement Date.

1.3. The Agreement and all communications between the Customer and Alaan shall be in the English language, to the extent that this Agreement is translated into any other local language the English version shall prevail in case of inconsistency.

1.4. During the onboarding process, and prior to the collection of any Personal Data, Alaan made available to the Potential Customer Alaan’s Privacy Policy. The Potential Customer acknowledges and declares that it reviewed and accepted the Privacy Policy, authorizing Alaan to collect and process the Personal Data required to assess, onboard, and provide the Services to the Potential Customer.

1.5. Key Fact Statement. Before entering into this Agreement, the Customer acknowledged that Alaan provided or made available to the Customer the  Key Fact Statement (“KFS”) summarizing the essential terms and conditions of the service related to the Services, respectively. The KFS will include, but is not limited to:

1.5.1. Fees and Charges: A clear breakdown of applicable fees, including issuance fees, transaction charges, foreign exchange markups, and any recurring costs.

1.5.2. Usage Limits: Transaction limits, daily/monthly withdrawal caps, and spending restrictions.

1.5.3. Customer Rights and Responsibilities: Including the right to dispute transactions, access data, and withdraw consent.

1.5.4. Data Privacy & Protection: How Customer Data / Personal Data is collected, processed, and protected under applicable laws.

1.5.5. Termination and Refund Policy: Conditions under which the account or service can be closed, and any applicable refund policies.

1.5.6. Liability in Case of Fraud or Unauthorized Transactions: The extent of customer liability in case of loss, theft, or unauthorized use. 

1.5.7. Customer Support Information: How to contact Us for inquiries, complaints, or dispute resolution. 

1.6. By proceeding with the acceptance of the T&Cs or issuance of a Card, Account or Business Account, the Customer acknowledges receipt and understanding of the KFS. In case of any inconsistency between the KFS and these Terms and Conditions, the KFS shall prevail to the extent of the inconsistency. 

2. Services. 

The Customer agrees and acknowledges that they will receive Alaan’s Services by selecting a Service Subscription. The Parties agree that, subject to the specific terms and conditions of the Service Subscription selected by the Customer, Alaan through itself or its Partners and /or Regulated Partners will provide the following Services:

A. Software services

2.1. The Software Service. The Software Service includes the following features (but not limited to): 

• Spend management tools; 

• Onboarding of Users; 

• Delegation of Visa cards (virtual and/or physical) to Users; 

• Overview of purchase activity; 

• Purchase notifications; 

• Tools to capture receipts, analytics, categorise expenses and make comments; 

• Export functionality to accounting software; 

• Access for External Bookkeeper. 

2.2. Depending on the Service Subscription the Customer maintains active, Alaan shall provide any part or all of the Software Service to the Customer and strives to attain high levels of the Software Service features. Alaan may decide to change its Software Service or add new features in the future. By agreeing to this Agreement, the Customer acknowledges and agrees that the form and nature of the Software Service may change without prior notice to the Customer.

2.3. The Customer acknowledges and agrees that Alaan is not an accounting service, nor a tax advisor:

2.3.1 The Customer undertakes to ensure the accuracy and correctness of the data deriving from the Customer or the Users when using the Software Service. Alaan is not liable for any loss incurred by the Customer while using the Software Service if the data deriving from the Customer or the User is not accurate or correct. 

2.3.2 The Customer acknowledges that they have the ability to integrate the Software Service with the Customer’s own accounting software. The data flows in scope for the integration will be described to and accepted by the Customer during the integration setup process. This capability allows the Customer to, in generic terms, import their accounting variables (for example, GL accounts or tax codes) to Alaan and export their transaction details to the accounting software. Alaan does not have the intention or capability to access the Customer’s past or current financial statements or records.

3. Account and password. 

3.1. When the Customer creates an Account with Alaan, the Customer must provide information that is accurate, complete and current at all times. The Customer shall assign with the consent of an authorized signatory, an Org. Admin to manage the Account. 

3.2. The Org. Admin may give permission to Users and/or an External Bookkeeper, if applicable, to manage the Account. The External Bookkeeper may be given limited or extended access. Alaan reserves the right to review the External Bookkeeper credential to provide access to the Account, Wallet and/or Business Account, accordingly. 

3.3. The management of the Account allows the Org. Admin, Admin and External Bookkeeper (depending on whether limited or extended permission has been given) to add and onboard Users to the Account. Alaan may, at its discretion, modify, restrict, or adjust the requirements, access rights, and permissions applicable to Users in order to enhance the Customer experience, security, and overall safety of the Services. 

3.4. The Customer undertakes to ensure that the Users including the Org. Admin, Admin(s) and External Bookkeeper manage the Account in compliance with the Agreement and the applicable regulation. The Customer represents and warrants that all Users granted access to the Alaan App or Platform, including the ability to perform Operations in connection with the products or Services acquired by the Customer, have been duly authorized by the Customer to act on its behalf and bind the Customer. The Customer shall remain responsible for all actions, Operations, and instructions performed or submitted by its Users. 

3.5. The Customer is responsible for the proper use of the Account(s) and/or the Users whether managed by an Org. Admin, an Admin and an External Bookkeeper and Customer shall maintain the security and confidentiality of its access credentials to the Alaan App and relevant product and Services, when applicable. 

3.6. The Customer shall remain responsible and liable for all actions, Operations, and instructions performed or submitted by its Users, whether managed by a Org.Verified Admin, an Admin and an External Bookkeeper. 

3.7. Accounts and access credentials must not be shared. The Customer and Users agree not to disclose passwords or passcodes to any third party. The Customer and the Users must notify Alaan immediately upon becoming aware of any breach of security or unauthorized use of the Account.

3.8. Any breach of the above requirements constitutes a breach of the Agreement and may result in immediate termination of the Account and the Service.

B. Payment Facilitation Service. 

4. Payment Facilitation checks

4.1. Alaan and/or its Regulated Partners reserves the right to refuse the potential Customer’s application to subscribe or to activate the Card if the results of the checks carried out pursuant to this Agreement or otherwise give Alaan reason to suspect the Customer of being involved in or intending to use the Payment Facilitation for money laundering, terrorist financing, fraud, or other illegal activity. If Alaan refuses the subscription or activation and use of the Card, Alaan will inform the potential Customer of the refusal however, reserves the right to not provide the reason for the refusal. 

4.2. The Payment Facilitation is intended for use by corporate firms (even though the use of the Card is through authorised individual Cardholders representing the Customer). In order to subscribe, use the Payment Facilitation, and obtain a Card, the Customer must be a body corporate (e.g., a company) or other duly registered entity or partnership acting within the ordinary course of business, registered and/or incorporated in the United Arab Emirates.

Alaan may require evidence of what the Customer is, the Customer’s controllers and of the Customer’s registered office and place of business. Alaan may ask the Customer to provide some documentary evidence to prove this and/or Alaan may carry out checks on the Customer or persons connected to the Customer electronically. 

4.3. When Alaan carries out these checks, information (including personal information in relation to persons connected to the Customer including but not limited to directors, officers, shareholders, beneficial owners and Cardholders) may be disclosed to fraud prevention agencies. These agencies may keep a record of the information and a footprint may be left on the Customer or the relevant person’s file, although the footprint will denote that the search was not a credit check and was not carried out in support of a credit application. It is an identity check only and will therefore have no adverse effect on the Customer or the relevant person’s credit rating. 

4.4. The Customer represents and warrants to Alaan that: 

4.4.1. The Customer is a body corporate or other entity, which is duly incorporated or registered in the United Arab Emirates where the Customer is established, or a partnership, acting within the scope of the Customer’s ordinary course of business; 

4.4.2. The Customer is duly authorized to enter into the Agreement and to perform the Customer’s obligations hereunder, and the person(s) entering into the Agreement on the Customer’s behalf are duly authorized to represent and bind the Customer; 

4.4.3. The terms of the Agreement constitute and create legal, valid and binding obligations to the Potential Customer and/or the Customer which are enforceable in accordance with their terms and do not constitute a breach of any obligations by which the Potential Customer and/or Customer is bound whether arising by contract, operation of law or otherwise; 

4.4.4. The Customer is not in a state of bankruptcy or insolvency, has not petitioned a compromise or arrangement with creditors or submitted a company recovery application, and is not in any similar situation under the applicable laws;

4.4.5. The Customer holds the necessary licenses, registrations and other forms of authorisation as may be required under the applicable laws for the carrying out of the Customer’s trade, business or professional activities in the jurisdiction(s) where the Customer’s trade, business or professional activities are carried out; 

4.4.6. The Customer undertakes to only allow the use of the Card and any Payment Facilitation provided under the Agreement exclusively for the purpose of the Customer’s regular trade, business or professional activities, as the case may be; 

4.4.7. The Customer is in compliance with all applicable anti-money laundering and sanctions laws and is not aware of any breach by the Customer or any authorized persons of any such laws;

4.4.8. If the Customer becomes aware that any authorized person is (or will be) in breach of the terms of the Agreement, the Customer will take steps to remedy the breach and/or prevent the authorized person concerned from using the Card or any Payment Facilitation.

C. The Business Account. 

4.5. The Customer agrees and acknowledges that, if made available through the Alaan App, the Customer may contract a Business Account provided by a Regulated Partner. Such Business Account shall be contracted through the Alaan App and may be managed by the Customer or its Users, as applicable, through the Alaan App or Platform. 

4.5.1. In order to contract and access the Business Account, the Customer shall complete the onboarding process required by the Regulated Partner, provide any required information and documentation, and accept the applicable Business Account agreement through the Alaan App. The Customer shall also review and provide all required consents, acknowledgements, or confirmations requested by the Regulated Partner, including, without limitation, the Regulated Partner’s Key Fact Statement. 

4.5.2. The Customer agrees and acknowledges that the Business Account is provided and maintained by the Regulated Partner, who shall remain responsible for the provision and operation of the related regulated service. Alaan’s role is limited to providing the technology platform that facilitates the Customer´s access to the Business Account, and submitting Instructions through the Alaan App. Accordingly, Alaan shall not be responsible for the provision, operation, or management of the Business Account by the Regulated Partner. 

4.5.3. For the purposes described in Clause 4.5 of the Paragraph C of this Agreement, the Customer grants Alaan a mandate to act as the Customer’s agent for the purpose of receiving, processing, and communicating any Instructions issued by the Customer through the Alaan App or Online Platform, in connection with the Business Account and any related Services contracted by the Customer to the relevant Regulated Partner. 

4.5.4. Under this mandate, the Customer may instruct Alaan to perform actions related to the management and operation of the Business Account, including but not limited to (i)requesting information regarding balances and wire transfers, (ii) requesting digital statements, (iii) raising queries or complaints, (iv) enabling or requesting additional features or services, and (v) requesting the cancellation of the Business Account, which Alaan shall communicate to the relevant Regulated Partner where applicable. 

4.5.5. The Customer agrees and acknowledges that the features and services available in connection with the Business Account shall be those made available and provided to the Customer through the Alaan App or Online Platform. The operation of the Business Account, including its related features and services, shall be governed by the Business Account agreement entered into between the Customer and the Regulated Partner. The Customer’s access to and management of any services and/or features related to the Business Account through the Alaan App or Online Platform, as the applicable technology platform, shall be governed by this Agreement. 

4.5.6. Alaan and/or the Regulated Partner may, from time to time, make available to the Customer additional services, features, or functionalities related to the Business Account.

The Customer may access, accept, or contract such additional services, features, or functionalities through the Alaan App or Online Platform, subject to any applicable terms and conditions.

4.5.7. If the Customer has any questions, queries, or requires assistance in connection with the Business Account or related Services, the Customer may contact Customer Support through the channels described in Clause 23 of this Agreement. 

D. Services provided through Alaan’s Regulated Partners. 

4.6 The Customer agrees and acknowledges that Alaan may, from time to time, make available through the Alaan App or Platform certain products and/or services provided by Regulated Partners that maintain required regulatory licenses from the Central Bank of the UAE or any other competent authority to provide them. In such cases, the Customer may access, onboard, contract, and provide instructions related to such products and/or services through the Alaan App or Platform, which will be provided and managed by the relevant Regulated Partners.

5. Wallet and Available Funds 

5.1. The Wallet shall be loaded by the Customer prior to use of the Payment Facilitation Service.

5.1.2. The Wallet may only be loaded by the Customer in whose name the Wallet is registered unless otherwise approved by Alaan. Loading by Cardholders or by another source is not permitted. For the purposes of preventing fraud, money laundering, terrorist financing or any other financial crime Alaan reserves the right to vary the limits and to decline any reload at any time. The Wallet may only be loaded via channels and accounts that Alaan approves.

5.1.3. Spending limits may apply to the Card, any other Payment Service and the Wallet. 

5.1.4. If made available by Alaan, the Customer may load funds into the Wallet, and Alaan may, at its discretion, make a portion of the intended load amount available in the Wallet immediately. The Customer acknowledges that the amount or percentage reflected in advance is determined solely by Alaan. Any remaining amount will be reflected in accordance with standard settlement timelines.

5.1.4.1. Where Alaan offers this feature, the Customer may be required to provide confirmation of the transfer of funds to the account specified in the Alaan App in order to receive the anticipated Wallet funds. 

5.1.4.2. If the Customer provides false, misleading, or forged information or documentation in connection with this feature, Alaan may recover the full amount funded and reflected in advance and exercise any remedies available under this Agreement, including termination and, where applicable, civil or criminal action. 

5.1.4.3. Customer shall be able to review any fee applicable to the use of this feature, all Alaan fees are shown in www.alaan.com/pricing 

6. Alaan’s Regulated Partners and Services. 

6.1. The Customer agrees and acknowledges that Alaan may provide certain Regulated Services through its Regulated Partners. Accordingly, the Customer may be required to complete the applicable onboarding process and/or accept the relevant terms and agreements provided by such Regulated Partners before accessing or using such Regulated Services.

6.2. The technology systems required to offer, display, and communicate the Customer’s instructions to the relevant Regulated Partners in connection with the Services are provided by AlaanPay Technology FZCO, a company incorporated and registered in the Dubai Multi Commodities Centre, Dubai, United Arab Emirates. 

7. Cards and SuperPay. 

7.1. Cards. The Card is a commercial payment card which may be used to pay for goods and services at participating retailers. The virtual card is designed for use in online shops or for telephone purchases where the Card is not required to be physically present or by the use of a third party mobile wallet such as Apple Pay, Google Pay, Samsung Pay. The physical card may be used in shops and retail locations where the Cardholder is physically present or for online and other distance purchases. The physical card may be permitted to make cash withdrawals from ATMs and banks that agree to provide this service. Like any payment card, Alaan cannot guarantee that a particular retailer will accept the Card. Cardholders should check with the retailer before attempting the Transaction if unsure. The Cardholder will not be able to use the Card to make any purchases from some retailers.

7.1.2. The Card is a financial product, regulated under the Retail Payment Services and Card Schemes Regulation issued by the Central Bank of UAE. It is a commercial card and is not directly linked to the Customer’s bank account. The Customer must ensure that the Customer has sufficient Available Funds in order for the Cardholder to pay for each purchase, payment or cash withdrawal using the Card. The Card is intended for use as a means of payment, and funds loaded onto the Wallet do not constitute a deposit or a stored value. The Customer will not earn interest on the balance of the Wallet. The Card will expire on the Expiry Date and will cease to be valid to execute Transactions. 

7.1.3. When the Cardholder receives a physical Card, it will be issued in an inactive state.

The Cardholder will need to activate it by logging onto the Alaan App and then following the activation request for the Card prior to use. 

7.1.4. A virtual Card can be used immediately after it is generated. 

7.2. Superpay. If made available by Alaan through the Alaan App, the Customer may use the Alaan App to register and store billing details of its Merchants, and to use its Available Funds to initiate payments to such registered Merchants located outside the UAE. 

7.2.1. The execution of a Superpay transaction may be subject to a foreign exchange rate where the payment is made in a currency other than United Arab Emirates Dirhams. Where applicable, the foreign exchange rate will be disclosed before the transaction is confirmed by the Customer, the Customer acknowledges that the foreign exchange rate shown may vary depending on the time taken to the Transaction to be settled but always will be shown in Alaan App to the Customer for them to consent.

7.2.2. Alaan informs the Customer that, once a Superpay transaction is confirmed, it cannot be cancelled.

7.2.3. If a Superpay transaction is rejected, the amount charged from the Available Funds to execute such transaction will be reverted back to the Customer’s Wallet, in line with the described in provision 16.3. of this Agreement. 

7.2.4. Alaan informs the Customer that the applicable foreign exchange rate is provided in connection with Alaan's Regulated Partner. Alaan shall not be liable for fluctuations of such rate.

7.2.5. Once a Transaction confirmed by the Customer is accepted and in process, Alaan will make available a confirmation receipt through the Alaan App. 

8. Identification required for purchase of cards 

8.1. The Card is a payment facilitation product, and Alaan is therefore required by law to hold certain information about Alaan’s customers. Alaan uses this information to administer the Card and to help Alaan identify the Customer and the Card in the event that it is lost or stolen. Alaan only keeps this information as long as is necessary and for the purposes described in accordance with Alaan’s Privacy Policy. 

8.2. Where permitted, the Customer may request additional Cardholders. The Customer authorizes Alaan to issue Cards and PINs to the additional Cardholders and the Customer authorizes each additional Cardholder to authorize Transactions on the Customer’s behalf.

The Customer remains responsible for any fees, Transactions, use or misuse of any Card requested by the Customer. If the Customer fails to comply with any provisions of the Agreement as a result of any act or omission by a Cardholder, the Customer will be liable for any losses Alaan sustains as a result. 

8.3. The Agreement also applies to any additional Cards and Cardholders that the Customer has arranged. The Customer must communicate the terms of this Agreement to any additional Cardholders before they start using the Card. The Customer must also provide to Alaan on request any details of any Cardholders and proof of any Cardholder’s authority to act on the Customer’s behalf. 

9. Payment Facilitation 

9.1. Alaan facilitates a payment service when a Cardholder uses the Card to make a Transaction. A Card may only be used by the Cardholder for whom the Card was issued to.

The Card is otherwise non-transferable, and the Customer and the Cardholder are not permitted to allow any other person to use the Card, for example, by disclosing the PIN or allowing others to use the Card details to purchase goods via the internet. 

9.2. Alaan will be entitled to assume that a Transaction has been authorized by the Customer, or a Cardholder acting on the Customer’s behalf, and the Customer has therefore given consent to a Transaction where either: 

9.2.1. In the case of a physical Card: 

9.2.1.1. the magnetic strip on the Card was swiped by the retailer or the Card was inserted into a chip & PIN device; 

9.2.1.2. the Card PIN was entered, or a sales slip was signed; or 

9.2.1.3. the Card is tapped against a Contactless enabled reader and accepted by such a reader.

9.2.2. In the case of either a physical or virtual Card or via any mobile wallet: 

9.2.2.1. relevant information was supplied to the retailer that allows them to process the Transaction, for example, providing the retailer with the 3-digit security code on the back of the Card in the case of an internet or other non-face-to-face Transaction. 

9.3. Alaan receives notification of the authorization by way of an electronic message in line with the rules and procedures of the payment scheme (Visa network). Once a Transaction has been authorized, the Transaction cannot be stopped or revoked. 

9.4. On receipt of notification of the authorization of a Transaction and the Transaction payment order, Alaan deducts the value of the Transaction, plus any applicable fees and charges, from the Available Funds. 

9.5. If any payment is attempted that exceeds the Available Funds, the Transaction will be declined.

9.6. If the Card is used for a Transaction in a currency other than the currency that the Card is denominated in, the Transaction will be converted to the currency that the Card is denominated in by the Visa scheme network at a rate set by Visa Inc., please refer to Visa's currency converter. The exchange rate varies throughout the day and is not set by Alaan; therefore, Alaan is not responsible for and cannot guarantee the Customer will receive any specific exchange rate. Changes in the exchange rates may be applied immediately and without notice. The Customer can ask Alaan for information about the exchange rate used after the Transaction has been completed by contacting Customer Support. The Customer will also be notified of any applicable exchange rate for each Transaction in the Online Platform.

9.7. Alaan will apply reasonable technical and organizational measures to be able to support transactions 24 hours per day, 365 days per year. However, Alaan cannot guarantee this will be the case, and in certain circumstances, for example, a serious technical problem, Alaan may be unable to receive or complete Transactions. 

10. Restrictions on use of Card 

10.1. The Customer must ensure there are sufficient Available Funds to pay for each purchase, payment or cash withdrawal using the Card. 

10.2. The Card is not linked to a bank deposit account or stored value facility and may not be used as evidence of identity. 

10.3. The Card shall not be used for gambling or illegal purposes. Moreover, certain types of Transactions may be blocked resulting in automatic rejection of the Transaction when intended.

10.4. Depending on several factors, including but not limited to the Subscription selected by the Customer, spending limits may apply to the Card or the Wallet. 

10.5. Any pre-authorisation amount (such as a hotel booking or car hire) will place a “hold” on the Available Funds until the retailer sends Alaan the final payment amount of the purchase.

Once the final payment amount is received, the pre-authorisation amount on hold will be removed. It may take up to 30 days for the hold to be removed. During the hold period, the Customer and the Cardholders will not have access to the pre-authorized amount.

11. Managing the cards 

11.1. Alaan will publish Transactions and activity statements in the Online Platform. Each Transaction will specify; a reference enabling the Customer to identify each Transaction; the amount of each Transaction; the currency in which the Card is debited; the exchange rate used in the Transaction by Alaan and the amount of the Transaction after the currency conversion, where applicable; and the Transaction debit value date. 

11.2. The Customer and the Cardholder will need access to the internet to manage the Card.

The Customer and the Cardholder may check the balance on the Card or view a statement of recent transactions, which will be updated in real-time, by visiting the Online Platform and following the login request for the Account. 

12. Expiry of the card 

12.1. The Card will expire on the Expiry Date. On that date, the Card will cease to function and the Cardholder will not be entitled to use the Card. 

12.2. Alaan may issue a new Card shortly before the Expiry Date; however, Alaan is not obligated to do so, and may elect not to issue a replacement Card at Alaan’s sole discretion.

If Alaan does issue a new Card, a new Expiry Date will apply, and the new Card will expire on that Expiry Date. 

12.3. If the Customer does not wish to receive a replacement Card, the Customer may inform Customer Support prior to the expiry of the Card. 

13. Third party mobile wallets 

13.1. The Cardholder may choose to link the Card with their Mobile Wallet as described in clause 7.1. by adding the Card to the Mobile Wallet app on their mobile device. Alaan may in some circumstances require an extra authentication step to confirm the Cardholder’s identity. 

13.2. The Cardholder may remove the Card from the Mobile Wallet at any time. 

13.3. Alaan will not accept any liability for Transactions if the Cardholder has shared the login details for their account or Mobile Wallet or authorized another individual to make Transactions via the Cardholder’s Mobile Wallet. If the Cardholder suspects their Mobile Wallet, device or log-in details have been compromised, the Cardholder must inform Customer Support immediately. 

13.4. Alaan will not accept liability for any issues arising from the use of a Mobile Wallet or device which are outside of Alaan’s control. 

14. Keeping the card and details safe; liability of corporate customer 

14.1. Alaan will assume that all Transactions entered into by the Customer or a Cardholder with the Card or Card details are made by the Customer or a Cardholder unless Alaan isnotified otherwise by the Cardholder. 

14.2. The Customer is responsible for keeping and ensuring that each Cardholder keeps the Card and its details safe, and the Customer is responsible for all Card Transactions, fees under the Agreement, and losses and liabilities arising from the use or misuse of the Card or Wallet. This means the Customer must take and ensure that each Cardholder takes all reasonable steps to avoid the loss, theft or misuse of the Card, the Wallet or its details. Do not disclose, and ensure that no Cardholder discloses, the Card details to anyone except where necessary to complete a Transaction.

14.3. The Customer must keep and ensure that each Cardholder keeps their PIN safe at all times. This includes: 

14.3.1. memorizing the PIN as soon as the Cardholder receives it; 

14.3.2. never writing the PIN on the Card or on anything usually kept with the Card; 

14.3.3. keeping the PIN secret at all times, including by not using the PIN if anyone else is watching; and 

14.3.4. not disclosing the PIN to any person. 

14.4. Failure to comply with this may be treated as gross negligence from the Customer and may affect the Customer’s ability to claim any damages, losses or any other prejudice linked.

NEVER COMMUNICATE THE PIN TO ANYONE ELSE IN WRITING OR OTHERWISE. This includes printed messages, email and online forms. 

15. Lost, stolen or damaged card 

15.1. If the Customer loses or any Cardholder loses the Card or it is stolen or damaged or the Customer suspects it has been used without the Customer’s authority, the Customer must notify Alaan without undue delay as soon as becoming aware of this. The Customer can do this by blocking the Card through either the Mobile App or the Online Platform or by telephoning Customer Support. The Customer will be asked to provide the Card number and other information to authenticate the identity of the Customer or the authorized Cardholder.

Following satisfactory completion of the authentication process, Alaan will then immediately block any lost or stolen Card to prevent further unauthorized use, or cancel any damaged Card to prevent further use. 

15.2. After the Customer has notified Alaan of the loss, theft or risk of misuse, and providing that Alaan is able to identify the Card and satisfy certain security checks, Alaan will issue a replacement Card. Depending on the Customer Subscription, certain fees may apply for the re-issue of a lost or stolen card. 

16. Purchases from retailers

16.1. Alaan is not responsible for the safety, legality, quality or any other aspect of the goods and services purchased with the Card. 

16.2. Where a retailer provides a refund for any reason (for example, if a Cardholder returns the goods as faulty), it can take several days for the notification of the refund and the money itself to reach Alaan. As such, please allow at least 5-10 days from the date the refund was carried out for the refund to be applied to the Card and Wallet. 

16.3. Purchases in certain retailers (for example, international retailers) may incur in fees. If such purchases are refunded, some of the fees charged may not be refunded by Alaan to compensate the fees incurred by Alaan during the purchase and refund processes. 

17. Transaction disputes and card suspension 

17.1. If the Customer believes a Cardholder did not authorize a particular Transaction or that a Transaction was incorrectly carried out, the Customer or the Cardholder must contact the retailer or seller to resolve the dispute. If the dispute is not appropriately addressed by the retailer or seller, the Customer may submit a dispute of the Transaction to Alaan by contacting Customer Support. Any disputed Transaction must be reported to Alaan no more than 60 days after such Transaction is posted on the Account. 

17.2. Alaan and its Regulated Partners are subject to the Card Network rules with respect to Transaction disputes and may not be able to successfully charge back the disputed Transaction.

17.3 Alaan facilitates Transactions in accordance with the Transaction detail received, thus including where the detail provided to Alaan is incorrect, Alaan will not be liable for facilitating Transactions where the detail received is incorrect. 

17.4. If a disputed Transaction is validly reported to Alaan, Alaan will let the Customer know as soon as possible the outcome of any investigation on the matter. If Alaan’s investigations show that any disputed Transaction was authorized by the Customer or the Cardholder, or the Customer or the Cardholder may have acted fraudulently or with gross negligence, Alaan may reverse any refund already made and the Customer will be liable for all losses Alaan suffers in connection with the Transaction including but not limited to the cost of any investigation carried out by Alaan in relation to the Transaction. Alaan will give the Customer reasonable notice of any reverse refund.

17.5. If the Customer or the Cardholder receives a late payment (e.g. a refund from a retailer’s bank) via Alaan, Alaan will credit the Customer’s account with the relevant amount of any related fees and/or charges resulting from such refund. 

17.6. In certain circumstances, Alaan may without notice refuse to complete a Transaction that the Customer or the Cardholder have authorized. These circumstances include (but not limited to):

17.6.1. if Alaan has reasonable concerns about the security of the Card or Alaan suspects the Card is being used in a fraudulent or unauthorized manner; 

17.6.2. if there are not sufficient Available Funds to cover the Transaction and all associated fees at the time that Alaan receives notification of the Transaction; 

17.6.3. if there is an outstanding shortfall on the Available Funds; 

17.6.4. if Alaan has reasonable grounds to believe the Customer or the Cardholder are acting in breach of this Agreement; 

17.6.5. if there are errors, failures (mechanical or otherwise) or refusals by retailers, payment processors or payment schemes processing Transactions; or 

17.6.6. if Alaan is required to do so by applicable law. 

17.7. Unless it would be unlawful for Alaan to do so, where Alaan refuses to complete a Transaction for the Customer or the Cardholder, Alaan will notify the Customer as soon as reasonably practicable of the refusal and the reasons for the refusal, together, where relevant, with the procedure for correcting any factual errors that led to the refusal. 

17.8. Alaan may suspend the Card, in which case the Cardholder will not be able to use it for any Transactions, if Alaan has reasonable concerns about the security of the Card or suspects the Card is being used in a fraudulent or unauthorized manner. Alaan shall discretionally elect to provide or not a notification to the Customer of any such suspension in advance, or immediately after if this is not possible in accordance with the applicable regulation. Alaan will lift the suspension as soon as practicable once the reasons for the suspension cease to exist or discretionally terminate the Agreement in terms of clause 20 “ Expiry and termination of this agreement”. 

18. Fees and charges 

18.1. Fees and charges are subject to change and can vary per Customer (i.e. depending on the Customers Service Subscription of their choice). 

18.1.1 The standard fees and charges associated with the Service form an integral part of the Agreement. Customer agrees to pay the fees for the Services in accordance with the Service Subscription plan opted into on the applicable onboarding form, and fees become payable at the start of each Service Subscription term (including any renewal terms) and Alaan will automatically debit fees and all other applicable charges. 

18.1.2 The applicable Fee is charged in advance on a monthly basis and Alaan reserves the right to modify the Fees for any plan. 

18.1.3 Additional fees and charges are set out on Annex 1: Fees and Charges.

18.1.4 Disputes which are deemed invalid by the Card Network may incur a penalty. Any charge associated with such penalties will be passed through to the Customer. 

19. Rewards and Promotional Programs. 

19.1. Depending on the Service Subscription of the Customer, and subject to the specific Service Subscription terms, the Customer shall be entitled to Rewards, including cashback. If Alaan determines in its sole discretion that the Customer is abusing or misusing a Rewards program, or have otherwise violated this Agreement, the Customer may be ineligible to earn or redeem Rewards and may forfeit any Rewards previously earned. Alaan may condition, restrict, limit, or revoke Rewards in its sole discretion. 

19.2. Rewards are not the Customer’s property and have no stored value. Rewards will not be automatically applied to the Customer’s balance and must be affirmatively redeemed by the Customer through the dashboard. If any Rewards are not redeemed, they may be forfeited.

19.3. Rewards deriving from eligible Transactions will only be deemed to be earned once the eligible Transactions have been settled. The Customer agrees and acknowledges that by redeeming the Rewards arising from eligible Transactions, they are recognizing such Transactions hence making them not susceptible of chargebacks or refunds. 

19.4. Alaan may, in its sole discretion, refuse any request to redeem Cashback and other Rewards.

19.5. Promotional Programs. The Customer agrees that, from time to time, Alaan may offer promotional programs containing preferential conditions related to the Services that Alaan offers. These promotional programs will include terms and conditions that will establish the requirements for their application and eligibility and will be made available to you through the various channels established in this Agreement. 

19.6. Alaan informs the Customer that these Promotional Programs may vary without prior notice.

20. Expiry and termination of this agreement. 

20.1. The Agreement will continue until terminated by either Alaan or the Customer. 

20.2. Alaan may terminate this Agreement:

20.2.1. if the Customer, a User or a Cardholder breach a material part of this Agreement, or repeatedly breach this Agreement and fail to resolve the matter within 10 days, or use the Service including;

20.2.2. if the Customer, a User or a Cardholder act in a manner that is threatening or abusive to Alaan’s staff, or any of Alaan’s representatives; 

20.2.3. if the Customer fails to pay fees or charges that have incurred or fails to put right any shortfalls on the balance of the Wallet or the Card; 

20.2.4. If the Customer has not used Payment Facilitation, including not loading the Wallet, for a period of 13 months. In that case, Alaan reserves the right to cancel the Wallet. 

20.2.5. If the Customer does not use the Service in the manner in which it was intended. 

20.3. Alaan may also terminate without prior notification this Agreement if the Customer is found in breach of any regulatory responsibility of Alaan. In such cases, Alaan reserves the right to postpone the Wallet refund for up to 45 days after communicating the termination, in order to comply with the applicable law. 

20.4. Alaan may also terminate this Agreement for no or any reason, including the reasons above, by giving the Customer two months’ notice. 

20.5. The Customer may terminate this Agreement at any time unless otherwise stipulated, free of charge by contacting Customer Support or via the Online Platform (if available). The Customer may further with immediate effect terminate this Agreement in case of Alaan's material breach of this Agreement. 

21. Redemption procedure 

21.1. Before termination and during this Agreement’s period the Customer may redeem some or all of the Available Funds on the Wallet by contacting Customer Support. 

21.2. Alaan will not complete the Customer’s redemption request if Alaan believes that the Customer has provided false information, Alaan is concerned about the security of a Transaction or if the Wallet is not in good standing. 

21.3. If the Customer requests redemption of the entire remaining balance Alaan will assume that it is the Customer’s intention to terminate this Agreement and may choose to cancel the Wallet and the Cards of the Customer after offsetting pending Transactions, Fees or charges. 

21.4. Alaan will only transfer the Available Funds to the bank account provided by the Customer after the bank account has been reasonably verified to be held by the Customer. 

22. Intellectual property 

22.1. Alaan shall own and retain all rights, titles, and interests in and to the Service (except for any licensed content and software components included therein). The Customer and Users agree not to reverse engineer, decompile, distribute, license, sell, transfer, disassemble, copy, alter, modify, or create derivative works of the Service or otherwise use the Service in any way that violates the use restrictions contained in this Agreement.

22.2. Alaan does not grant the Customer nor the Users any license, express or implied, to the intellectual property of Alaan or its licensors. The Customer and the Users further acknowledge and agree that any information regarding the design, "look and feel", specifications, components, functionality or operation and payment terms and pricing (if applicable) of the Service is considered confidential and proprietary information of Alaan. 

22.3. Alaan's trademarks and trade dress such as graphics, logos, designs, page headers, button icons and scripts may not be used, in whole or in part, without Alaan's prior written permission.

23. Customer Support, Customer Rights and Complaints Handling. 

23.1. The Customer has the right to receive clear, fair, and transparent information regarding the SuperCard and any related services, including applicable fees, limits, features, and any other relevant information. The Customer may access their transaction history, request information regarding their account, and submit any query or complaint in connection with the Alaan's product, features or Services provided through the Alaan App. 

23.2. Customer Support can be contacted twenty-four (24) hours a day, seven (7) days a week. However, outside the normal business hours posted in the Help Center, contact may be restricted to automated answering systems. The Customer may raise a query or complaint at any time through the Help Desk in the Alaan App or at https://www.alaan.com/contact-us as the first level of support under Alaan’s internal complaints process. 

23.3. If the Customer is not satisfied with any element of the service received, the Customer may submit a complaint through Customer Support using the channels above. The submission and internal handling of complaints shall be free of charge, and Alaan shall not impose any unreasonable barriers preventing the Customer from raising a complaint. Calls may be monitored or recorded for documentation and training purposes. 

23.4. Upon receipt of a complaint related to the SuperCard, Alaan shall acknowledge such complaint within two (2) Business Days, provide the Customer with a complaint reference number or details on how to follow up on the complaint, and inform the Customer of the expected resolution timeline. 

23.5. Alaan shall review the complaint, request any information reasonably required for its investigation, and use reasonable efforts to provide a written response with a resolution within thirty (30) Business Days from acknowledgement of the complaint. If Alaan is unable to provide a resolution within this timeframe due to the nature or complexity of the matter, including involvement of third parties, Alaan shall inform the Customer before the expiry of such period, provide the reasons for the delay, and communicate an updated expected resolution date.

23.6. If the Customer is not satisfied with how the complaint has been handled or with the resolution provided, the Customer may request an escalation through the same communication channels by quoting the relevant complaint reference number. The escalated complaint shall be reviewed by an appropriate senior representative who was not involved in the initial review.

23.7. If the Customer is dissatisfied with the final response, or if the complaint is not resolved within the applicable timeframe, the Customer may escalate the complaint, free of charge, through any external dispute resolution mechanism made available by the competent authority from time to time, including Sanadak, the independent Financial and Insurance Ombudsman Unit established by the Central Bank of the UAE (available at www.sanadak.ae and email: info@sanadak.gov.ae), located at the Ground Floor, Emirates Institute of Finance Building, Abu Dhabi. The Customer may also contact any other channel provided by the Central Bank of the UAE, including its Consumer Protection Unit (+971 2 691 4499), without prejudice to the Customer’s statutory rights or right to submit a dispute before the competent UAE courts.

23.8. If Alaan needs to contact the Customer or Cardholder, including to provide any notice under this Agreement or in connection with suspected or actual fraud or security threats, Alaan will do so through the contact details provided by the Customer, including email, telephone, or any other available communication channel.

24. Limitation of liability 

24.1. Alaan, nor its directors, employees, Partners, Regulated Partners, agents, suppliers, or affiliates, shall in no event be liable for: 

24.1.1. the Customer’s access to or use of or inability to access or use the Service unless it is due to Alaan’s default;

24.1.2. any conduct or content of any third party on the Service; 

24.1.3. any content obtained from the Service; 

24.1.4. fraud, breach of spend policies or other unauthorized use of the Service by any person internally from the Customer's organization; 

24.1.5. unauthorized access, use or alteration of the Customer’s transmissions or content; 

24.1.6. any fault or failure relating to the use of Service that is a result of abnormal and unforeseeable circumstances beyond Alaan’s control which would have been unavoidable despite Alaan’s efforts to the contrary, including but not limited to, a fault in or failure of data processing systems; 

24.1.7. the goods or services that a Cardholder purchases with the Card; 

24.1.8. any loss of profits, loss of business, or any indirect, consequential, special or punitive losses, unless they result from Alaan’s fraudulent, willful or gross negligent behavior; 

24.1.9. a retailer refusing to honour a Transaction or refusing a payment; any acts or omissions that are a consequence of Alaan’s compliance with any regulatory law; 

24.1.10. in any event the liability of Alaan will be limited to the balance of the Wallet at the time that the event occurs. 

24.2. In addition to the limitations set out in clause 24.1 Alaan’s liability shall be limited as follows:

24.2.1. where the Card or any other Payment Facilitation Service is faulty due to Alaan’s fault, Alaan’s liability shall be limited to the replacement of the Card or repayment to the Customer of the Available Funds on the Wallet; or 

24.2.2. where sums are incorrectly deducted from the Card or the Wallet due to Alaan’s fault, Alaan’s liability shall be limited to payment to the Customer of an equivalent amount. 

24.3. In all other circumstances of Alaan’s default, Alaan’s liability will be limited to repayment of the amount of any Available Funds on the Wallet. 

24.4. Nothing in this Agreement shall exclude or limit any regulatory responsibilities Alaan has which Alaan is not permitted to exclude or limit, or Alaan’s liability for death or personal injury.

24.5. If the Customer, the User or the Cardholder has used the Card or any other Payment Facilitation or allowed the Card or any other Payment Facilitation to be used fraudulently, in a manner that does not comply with this Agreement, for illegal purposes, or if the Customer, the User or the Cardholder have allowed the Card or details or any other Payment Facilitation to be compromised due to the Customer, the User or the Cardholder’s gross negligence, the Customer will be held responsible for the use and misuse of the Card and any other Payment Facilitation. Alaan will take all reasonable and necessary steps to recover any loss from the Customer, and there shall be no maximum limit to the Customer’s liability except where relevant laws or regulations impose such a limit. 

24.6. In the unlikely event of any insolvency, funds that have reached the secure client account will be protected in accordance with applicable law. Alaan will be happy to talk through any questions or concerns the Customer might have. Please contact Customer Support for further information. 

25. Personal data and data processing 

25.1. For the purposes of the Agreement and the performance of the Services, Alaan is required to process Personal Data or have access to it on behalf of the Customer. In this regard, Alaan acts as “Data Processor” and the Customer acts as “Data Controller”. 

25.2. Please refer to Alaan's Privacy Policy for full details of how Alaan processes Personal Data.

25.3. Unless the Customer has provided explicit permission, personal data will not be used for marketing purposes by Alaan or Alaan’s commercial Partners, Regulated Partners (unless the Customer has independently provided consent to them directly), nor will it be shared with third parties unconnected with the Card scheme. 

26. Changes to the agreement 

26.1. Any changes made to the Agreement which are favorable to the Customer, will be published on Alaan’s Website. Copies of the most up-to-date version of the Agreement will be made available on Alaan’s Website at all times and will be sent to the Customer by email upon request free of charge at any time during the Agreement. 

26.2. If any changes to the Agreement are made to the detriment of the Customer, Alaan will provide at least two months’ notice before the changes take effect (unless the law requires or permits Alaan to make a more immediate change). 

26.3. The Customer will be deemed to have accepted the changes if the Customer does not notify Alaan otherwise prior to the date the change takes effect and continues to use the Service. If the Customer does not accept the changes, the Customer may end this Agreement immediately and free of charge. 

27. Disclaimers

27.1. Alaan shall be absolved of any liability in case nor its directors, employees, Partners, Regulated Partners, or affiliates;

27.1.1. the Customer fails to avail the usage of the Card due to force majeure conditions including but not limited to natural calamities; legal or regulatory restraints or any technical lapses in the telecommunication network or any other reasons beyond Alaan's actual control.

Also, Alaan is herein absolved of any kind of liability arising due to direct, indirect or consequential losses incurred by the Customer or any other person due to any lapse in the facility owing to the above-mentioned reasons; 

27.1.2. the Customer is not in the required geographical range; 

27.1.3. there is any unauthorized use of the PIN, or for any fraudulent, duplicate or erroneous Transaction instructions given by use of the PIN (unless confirmed by us to the Customer that the Card is blocked or cancelled); 

27.1.4. there is loss of any information during processing or transmission or any unauthorized access by any other person or breach of confidentiality; 

27.1.5. there is any lapse or failure on the part of the service providers or any third party affecting the usage of the Card (and for this purpose, Alaan makes no warranty as to the quality of the service provided by any such provider); 

27.1.6. any loss or damage whether direct, indirect or consequential, including but not limited to loss of business, contracts, or goodwill, loss of use or value of any equipment including software, whether foreseeable or not, suffered by the Customer or any person howsoever arising from or relating to any delay, interruption, suspension, resolution or error by Alaan in receiving and processing the request and in formulating and returning responses or any failure, delay, interruption, suspension, restriction, or error in transmission of any information or message to and from the Customer’s telecommunication equipment and the network of any service provider and Alaan's system or any breakdown, interruption, suspension or failure of the Customer’s telecommunication equipment, Alaan's system or the network of any service provider and/or any third party who provides such services as is necessary to provide.

27.2. Alaan shall not be involved in or in any way liable to the Customer for any dispute between the Customer any third-party service provider (whether appointed by Alaan on that behalf or otherwise). 

27.3. Alaan shall not be held liable for any loss incurred by the Customer due to use of the Card by any other person with the Customer's express or implied permission. Alaan shall not be held responsible for the confidentiality, secrecy and security of the personal or account information being transmitted for effecting the Customer's instructions. 

27.4. Alaan shall not be held liable for any loss suffered by the Customer due to disclosure of the personal information to a third party by us, for reasons inclusive but not limited to participation in any telecommunication or electronic clearing network, in compliance with a legal directive, for statistical analysis or for credit rating.

27.5. Alaan will endeavor to make sure the Card continues to function, but its operation may be subject to interruptions and/or require periodic modifications and improvements; and to help reduce the risks, Alaan may from time to time set revised limitations on the Transaction size, Loading amounts and other features of the Card and shall make their best efforts to notify the Customers of such interruptions, when possible. 

27.6. Customer consents to Alaan to publicly reference the Customer as an Alaan customer on the Website or in communications during the term of this Agreement. Please notify Alaan if the Customer prefers that Alaan does not identify the Customer as an Alaan customer and Alaan will use its best efforts to remove references to the Customer on Alaan's website or in communications.

27.7. Beta Tests. Alaan may, from time to time, provide the Customer with the opportunity to participate in the testing of new products, services, or features through the Alaan App or Platform, whether provided directly by Alaan or in connection with Alaan’s Regulated Partners or Partners (“Beta Tests”). By choosing to participate in such testing, the Customer agrees to collaborate in good faith with Alaan and provide any reasonable assistance required for the testing, evaluation, and improvement of the Beta Tests. The Customer acknowledges that Beta Tests may be subject to changes, updates, or discontinuation at Alaan’s discretion. 

28. Law and courts 

28.1. To the extent applicable by the law. This Agreement, and the relationship between the Customer and Alaan arising out of or relating to the Agreement will be governed by the laws of the Dubai International Financial Centre (DIFC). All disputes arising out of or relating to the Agreement shall be subject to the exclusive jurisdiction of the Courts of the Dubai International Financial Centre (DIFC), and the Parties irrevocably submit to the jurisdiction of the DIFC Courts for all purposes in connection with this Agreement. 

28.2. Disputes arising on regards rights and obligations in respect of Regulated Partners or payment services shall be governed exclusively by applicable UAE federal laws and Central Bank regulations. 

29. Severance 

29.1. If any term or provision in the Agreement shall be held to be illegal or unenforceable, in whole or in part, under any enactment or rule of law, such term or provision or part shall to that extent be deemed not to form part of the Agreement but the validity and enforceability of the remainder of the Agreement shall not be affected.