Payment Service Directive Information Sheet
This information (the Information ) is supplied to you in accordance with the Bank s obligations under the Central Bank of Malta Directive No.1 on the Provision and Use of Payment Services (the Directive ). 1. About the Bank Bank of Valletta p.l.c. is a public limited company registered at the Registry of Companies in Malta with registration no. C 2833 and registered office at 58, Triq San Żakkarija, Il-Belt Valletta VLT 1130, Malta, website: www.bov.com. The Bank s main business is the provision of financial and investment services and it is licensed and regulated by the Malta Financial Services Authority, Triq Notabile, Ħ Attard, BKR 3000, Malta, website: www.mfsa.com.mt. The Bank s principal place of business is BOV Centre, Triq il-kanun, Santa Venera, SVR 9030, Malta, Contact Details: Tel. +356 2131 2020, Facsimile +356 2275 3750 and this is also the contact address for the purpose of your Account agreement with the Bank. Alternatively, you can contact the branch where your Account is domiciled or you may e-mail the Bank s Customer Service Centre on customercare@bov.com. 2. Payment transactions from and/or in your Account Account means any one of the following accounts held in your name or jointly with third parties: i. a savings account; ii. a current or an overdraft account; iii. an eaccount; iv. a cheque reserve account; v. a credit card account; vi. any other account which can be used as a payment account. This Information is subject to the Terms and Conditions of each Account and in case of conflict, the Terms and Conditions of each Account shall prevail. Payment transactions or payments shall mean any transaction which results in: i. any debit to your account; and ii. any credit to your account. Payments made or received by cheque in your account are not considered as payments for the purpose of the Directive and are not the subject of this Information. For a payment to be regulated by the said Directive, the payment must be: i. in euro or in another currency of an EU Member State or the national currency/currencies of Liechtenstein, Norway and Iceland (that is European Economic Area (EEA) currencies); and ii. from or to an account held with a bank in the EEA. Some parts of the said Directive also apply to payments made in a currency of the EEA but which are made to or received from an account which is held in a state which is not in the EEA. 3. Interest Rates Interest rates payable on the Account and interest rates on other Bank products and services may change from time to time. Interest on the Account may be calculated either: i. as a percentage over the Bank s Base Rate, which is the basis, established by the Bank from time to time, on which the rate of interest payable generally on all Bank lending, other than home loans and manufacturing finance, is determined; or ii. at the rate of interest payable by the Bank for the particular Account as may be published by the Bank from time to time. Interest will accrue on any overdrawn amounts and/or on withdrawals effected against amounts for which the Bank had not Page 2 of 11
yet received value at the rates applicable for debit balances as published by the Bank from time to time. For an updated list of applicable interest rates and the Base Rate, please contact any of the Bank s branches or refer to the Bank s website www.bov.com or the Bank s 24x7 Internet Banking or contact the Bank s Customer Service Centre on Tel. +356 2131 2020. 4. Exchange Rates When payments to or from your Account are in a currency which is different from that of the Account, the Bank will apply the Bank s standard official spot buying or selling rate at the time the payment is processed by the Bank. Changes in the exchange rates are applied immediately and without notice. For a list of exchange rates, please contact any of the Bank s branches or refer to the Bank s website www.bov.com or the Bank s 24x7 Internet Banking or contact the Bank s Customer Service Centre on Tel. +356 2131 2020. 5. Charges Charges which may be payable in connection with the Account and on other Bank products and services may change from time to time. For an updated list of the Bank s Tariff of Charges, please contact any of the Bank s branches or refer to the Bank s website www.bov.com or the Bank s 24x7 Internet Banking or contact the Bank s Customer Service Centre on Tel. +356 2131 2020. 6. Communication with you Unless otherwise provided, any notices to you in connection with the Terms and Conditions of your Account and/or this Information will be notified to you in writing including by using messages on or with your statements as well as by electronic means such as SMS or email, whether through the Bank s 24x7 Internet Banking or otherwise. 7. Information on payment transactions If you are a subscriber to the Bank s 24x7 Internet Banking, information on individual payment transactions in terms of the said Directive will be provided to you electronically. This information will be provided and updated real time. If you require this information on paper, a charge may apply as per the Bank s Tariff of Charges. If you are not a subscriber to the Bank s 24x7 Internet Banking, this information on individual payment transactions in terms of the said Directive will be made available to you once monthly, upon request, at any of the Bank s branches or by calling the Bank s Customer Service Centre on Tel. +356 2131 2020. If you request this information more than once monthly, a charge may apply as per the Bank s Tariff of Charges. Any charges for paper statements other than the information on individual payment transactions in terms of the Directive continue to apply as per the Bank s Tariff of Charges. Please note that the purpose of the information on individual payment transactions is primarily to enable you to identify the transactions on your Account. Where a transaction is described as Cash, this may refer to withdrawals in cash as well as to other transactions carried out with such withdrawals such as opening of any account or the transfer of funds from the Account to any other account. 8. Your right to receive the Terms and Conditions During the duration of this Agreement, you may at any time request a copy of this Information and/or of the Terms and Conditions regulating your Account. Page 3 of 11
9. Unauthorised, incorrectly executed or non-executed payment transactions, including refund rights If you use any of the Bank s debit or credit cards and/or the Bank s 24x7 Internet Banking to effect payment transactions, please refer to the applicable Terms and Conditions regarding your obligations to keep your card/s and the Securekey for Internet Banking safe (including PINs and other login or security numbers, details or passwords as may be applicable) and regarding your liability in case of unauthorised transactions. You are responsible for checking statements, SMS or other information about your Account given by the Bank. In any case, you are to notify the Bank without undue delay of any unauthorised or incorrectly executed payment transaction as soon as you become aware of it, but, in order to enable the Bank to consider your claim for refund, no later than 13 months after the debit date. In this respect, you may contact the Customer Service Officer at the Branch where your Account is domiciled or you may call the Bank s Customer Service Centre on Tel. +356 2131 2020 or e-mail the Bank s Customer Service Centre at customercare@bov.com. In the case of cards, notification may also be made to Card Services, BOV Centre, Triq il-kanun, Santa Venera, SVR 9030 Malta, Tel. +356 2123 4821, which number is available on a 24 hour basis or through the Bank s 24x7 Internet Banking. The Bank will refund the amount of a payment and any charges or interest you paid as a result of it and will pay you any interest we would have paid you on that amount, if: i. you asked us to make the payment to an account and this had not been properly processed by the Bank or was never received, unless there was a mistake in any of the details contained in the payment instruction you gave us or we can show that the payment was received by the other person s bank (in this case, that bank is required by law to make the payment immediately to that person); or ii. you tell us that a payment out of your Account was unauthorised and, after having investigated it, we are reasonably satisfied that the payment had not been authorised and that you are not liable. However, we will not refund the payment if you tell us the payment was not made properly or was unauthorised more than 13 months after it was made. The above is subject to your liability in case of unauthorised transactions resulting from your breach of your obligations in connection with the use of your card and/or your Securekey for Internet Banking (and/or the PIN or other login or security numbers, details or passwords as may be applicable). 10. Authorised payment transactions initiated by or through a payee (the intended recipient of the funds such as a retailer or supplier) and refund rights For your refund rights in connection with Direct Debit payment transactions, please refer to the Terms and Conditions of your direct debit agreement with the Bank. For your refund rights in connection with card payment transactions initiated by or through a payee, please refer to the Terms and Conditions of your debit or credit card. 11. Changes in and termination of the Account and/or Terms and Conditions In relation to changes in the Terms and Conditions to the Account or the termination of the Account, please refer to the Terms and Conditions of your Account. 12. Internet Banking If you use the Bank s 24x7 Internet Banking to effect payment transactions, please refer to the Terms and Conditions regulating Internet Banking as issued by the Bank from time to time. These Terms and Conditions are available at any of the Bank s branches, by calling the Bank s Customer Service Centre on Tel. +356 2131 2020 or on the Bank s 24x7 Internet Banking itself. Page 4 of 11
13. Debit and Credit Cards If you use any of the Bank s debit or credit cards to effect payment transactions, these payment transactions are also regulated by the Terms and Conditions of the relative card as issued by the Bank from time to time. These Terms and Conditions are available at any of the Bank s branches, by calling the Bank s Customer Service Centre on Tel. + 356 2131 2020 or on the Bank s website: www.bov.com, or through the Bank s 24x7 Internet Banking. 14. Direct Debits If you would like to have Direct Debit payments made from your Account, please contact any of the Bank s branches. You will need to provide the Bank with your mandate which will also set out the Terms and Conditions regulating your Direct Debit instructions. 15. Standing Orders If you would like to effect Standing Orders from your Account, please contact any of the Bank s branches in order to enter into a Standing Order agreement with the Bank. A Standing Order agreement may also be entered into through the Bank s 24x7 Internet Banking. 16. Payments out of your Account including withdrawals a. We are entitled to assume we are dealing with you, and that you have agreed to us acting on your instructions without receiving further confirmation from you: i. if you ask us to make a payment using your security details (such as a card and PIN or the login or other security details you input for the Bank s 24x7 Internet Banking) as long as any relevant security checks have been completed by us; and ii. otherwise, if you have signed a document containing the payment instruction. b. When you give us a payment instruction for payments in the EU/EEA, you must give us the IBAN (International Bank Account Number) and preferably also the BIC (Bank Identifier Code). In the absence of the latter details, you may still instruct us to make a payment as long as you have other sufficient details which enable the payment to reach the intended beneficiary. However, in such cases, the payment could be delayed, could be rejected by the third party bank and can incur an additional charge due to a manual intervention at the Bank s end or at the third party bank s end. Please refer to the Bank s Tariff of Charges for the Bank s charge in this respect. For payments outside the EEA, you must give us sufficient information to enable the payment to reach the intended beneficiary such as the bank account number, the bank s name, together with (if and as applicable) the routing number, beneficiary bank address or any other information requested by the particular bank in the country to where the payment is intended. We may also ask you for other details such as the name of the person to whom you are sending the payment. You are responsible for checking that the details are correct. The Bank will not be liable if your payment is delayed or sent to the wrong person because you gave us the wrong details. If a payment does go to the wrong person because you gave us the wrong details, we will use reasonable efforts to recover the payment and, if we manage to do so, we may charge you our costs in accordance with the Bank s Tariff of Charges. c. For payments out of your credit card Account including withdrawals, please refer to the Terms and Conditions regulating your credit card. d. You will not be able to give us a payment instruction using a card or the Securekey for the Bank s 24x7 Internet Banking if we have stopped, or suspended, your ability to use them. We can do this if we reasonably consider it necessary for any valid reason including for reasons relating to the security of your card or your Securekey or suspected unauthorised or fraudulent use of your card or the Securekey or unauthorised knowledge of your PIN and/or other login or security details or numbers or a significantly increased risk that you may be unable to pay any money you owe us on the Account or that you are or may be in breach of the terms and conditions of the Account. Page 5 of 11
Unless the law prevents us from doing so or we believe it would undermine our security measures, we will try to contact you in advance by telephone or in writing including through electronic means to tell you that we will be doing so and our reason for doing so. If we are unable to tell you in advance, we will tell you as soon as possible afterwards. e. Cancelling or changing a payment If you ask us to make a payment immediately, we cannot change it or cancel the payment instruction because we start processing it when we receive it. You can cancel a Standing Order, a Direct Debit and any other payment which you asked us to make on a future date as long as you tell us by 1300 hours of the Business Day before the payment is due to be made. For the purpose of this clause, Business Day shall mean Monday to Friday excluding Public Holidays and Bank Holidays. If you want to cancel a Direct Debit, in addition to telling us, you must tell the beneficiary business organisation to make sure the payment is cancelled. If you ask us to cancel a payment instruction, we may charge you our costs, for trying to cancel it, whether or not we succeed, in accordance with the Bank s Tariff of Charges. There may also be third party bank charges, in which case, these will also be charged by us. Where you give your debit card details for a payment to be made on a future date (for example, when goods you have ordered are actually dispatched or where you set up a regular bill payment) you cannot ask us to stop the payment and must instead speak to the third party beneficiary you agreed to make the payment to. f. Charges Apart from any other charges mentioned in this Information or in the Terms and Conditions of your Account, the following charges can be applied by the Bank in relation to payments inwards or outwards in accordance with the Bank s Tariff of Charges: i. If you would like to effect a Priority Payment, that is a payment which reaches the beneficiary on the same day that your instructions are processed. ii. If your instructions to effect a payment are Non-Automated, that is you instruct them to us in a non-electronic format, e.g. by completing the Bank s Payment Order form or by sending instructions through email or fax (where applicable). iii. If the payment you request or receive requires manual intervention on the part of the Bank and is therefore considered as being a Non-Straight Through Processing payment e.g. where you do not provide the Bank with the correct BIC, IBAN and/or routing number (as and if applicable). iv. If you ask us to enquire why a payment you instructed has not reached the intended beneficiary or any other enquiry regarding payments instructed by you. You may also be liable for any additional out of pocket expenses (such as third party bank charges) incurred by the Bank in relation to your payment instructions or any of the situations described in this part. Moreover, in all cases of transfers, unless otherwise agreed, if the Account to be debited is a credit card account, the transfer shall be subject to the charge, if any, applicable for cash advances. (Please refer to the Terms and Conditions of your credit card.) g. Refusals Your instructions to effect a payment may be refused by us for a valid reason, including: i. if you do not have available funds to make the payment or you have exceeded a limit we have applied to your Account or card; or ii. the payment instruction is not clear or you have not provided us with the correct details and information; or iii. there is a legal requirement or court or other authority that tells us to act that way; or iv. the payment seems unusual compared with the way you normally use your Account; or v. we reasonably believe you or someone else has used or is using or obtaining, or may use or obtain a service or money illegally or fraudulently; or vi. for any other reason which may be separately set out in this Information or in any other Terms and Conditions regulating the Account or any other Bank product or service. Page 6 of 11
Unless the law prevents us from doing so, we will try to contact you by telephone or through any other available and appropriate means to tell you that we are refusing to act on your payment instruction, including where possible the reasons for the refusal. We will do this at the earliest opportunity but in any case by the time the payment should have reached the bank you asked us to make the payment to. If you are using a card to make a payment, the retailer will tell you that the payment has been refused. h. Returns Your payment may be returned to us by the bank you asked us to make payment to. Unless the law prevents us from doing so, we shall notify you of a return, including where possible, the reasons for the return at the earliest opportunity and we shall endeavour to contact you by telephone or through any other available and appropriate means. In terms of the Bank s Tariff of Charges, a charge may be due in case of such a notification and you may also be liable for any third party bank charges, if applicable. Unless you instruct us otherwise or unless the law prevents us from doing so, we will credit the amount of the returned funds, less our charges and any third party bank charges, if applicable, to the Account which had been debited. Where applicable, in case a currency conversion is required, you may also be liable for any exchange rate differences. i. Charging Codes Some charging options, where no currency conversion is needed at the senders end, will not be available anymore because of the requirements of the Directive. These charging options include local and cross-border payments where the cost is charged to you either as the sender ( OUR ) or the beneficiary ( BEN ). For PSD payments, the SHA charging option will be applied. j. Receipt of payment instructions and execution times We generally process payment instructions on the Business Day we receive them. To do this, we must receive the payment instructions before our Cut-Off Time for that Business Day. If the payment instruction is not received before our Cut-Off Time on any Business Day, we will treat it as being received on the next Business Day. Where applicable, if you ask us to make a payment on a future date, we will make the payment that day. If the payment falls due on a day when the Bank is not open for business, we will make the payment on the next Business Day. The date on which you asked us to make the payment or the next Business Day, if the said date is a day when the Bank is not open for business, shall be considered as the day of receipt of your instructions and the execution times referred to below shall start running as from that date. i. Payments in any currency of the EEA to an account with the Bank or to an account held with a bank in the EEA A. Payment instructions received through the Bank s 24x7 Internet Banking Please refer to the Terms and Conditions regulating the Bank s 24x7 Internet Banking. B. Payment instructions received at the branch i. a Business Day shall mean Monday to Friday excluding Public Holidays and Bank Holidays; ii. the Cut-Off Time shall be 1300 hours on a Business Day if it is sent by you as a Priority Payment and 1400 hours if it is sent by you as a Normal Payment. If you ask us to make a payment to another account held with the Bank before Cut-Off Time, we will take the money from your Account and it will reach the other account straightaway. Interest at the rate applicable to the relative Account will be calculated as from that same day. In case of instructions received after our Cut-Off Page 7 of 11
time, we will take the money from your Account on the next Business Day, interest at the rate applicable to the relative Account will be calculated as from that day and the payment will reach the other account straightaway on that day. If you ask us to make a payment to an account with another bank before Cut-Off Time, we will take the money from your Account on the same Business Day and interest at the rate applicable to the relative Account will be calculated as from that same day. In case of instructions to make a payment to an account with another bank received after our Cut-Off Time, we will take the money from your Account on the next Business Day and interest at the rate applicable to the relative Account will be calculated as from that same day. If the payment is in euro or in any other EU/EEA currency, the payment will reach the other bank at the latest by the end of the next business day after we receive your payment instructions. The bank receiving the payment from us is required by law to pay it into its customer s account on the day it receives the payment from us. In all cases, our responsibility for the payment transaction ends when the payment instruction is transmitted to the bank where the destination account is held. For payments into your credit card Account with the Bank, please refer to the Terms and Conditions regulating your credit card. C. Payment instructions received through an ATM This only applies to payment instructions (or in other words, transfers of funds) in relation to own accounts or to third party accounts held with the Bank. Transfer between own accounts (which are attached to a debit card held in your name) i. a Business Day shall mean Monday to Friday, excluding Public Holidays and Bank Holidays; ii. the Cut-Off Time on a Business Day shall be 1800 hours. Payment instructions received to effect a transfer between your own accounts will reach the other account straightaway. Interest at the rate applicable to the relative account (whether debit or credit) will be calculated as from the same day. If you make a transfer between own accounts after Cut-Off Time or on a non-business Day, the payment instruction will be deemed received on the next Business Day. We will take the money from your account on the next Business Day and it will reach the other account straightaway on the said Business Day. Interest at the rate applicable to the relative account (whether debit or credit) will be calculated as from the said Business Day. Transfer between own accounts which are not attached to a debit card held in your name or to Third Party Accounts held with the Bank (i.e. BOV) i. a Business Day shall mean Monday to Friday, excluding Public Holidays and Bank Holidays; ii. the Cut-Off Time on a Business Day shall be 0730 hours as explained below. Payment instructions which are received up to 0730 hours on a Business Day will be processed on the same Business Day. We will take the money from your account on the same Business Day and it will reach the other account straightaway on the said Business Day. Interest at the rate applicable to the relative account (whether debit or credit) will be calculated as from the said Business Day. Payment instructions which are received after 0730 hours or on a non-business Day will be processed on the next Business Day. We will take the money from your account on the next Business Day and it will reach the other account straightaway on the said Business Day. Interest at the rate applicable to the relative account (whether debit or credit) will be calculated as from the said Business Day. Page 8 of 11
For payments into your credit card Account with the Bank, please refer to the Terms and Conditions regulating your credit card. ii. Payments in any currency of the EEA to an account held with a bank outside the EEA A. Payment instructions received through the Bank s 24x7 Internet Banking Please refer to the Terms and Conditions regulating the Bank s 24x7 Internet Banking. B. Payment instructions received at the branch i. a Business Day shall mean Monday to Friday excluding Public Holidays and Bank Holidays; ii. the Cut-Off Time shall be 1300 hours on a Business Day if it is sent by you as a Priority Payment and 1400 hours if it is sent by you as a Normal Payment. If you ask us to make a payment before the Cut-Off Time, we will take the money from your Account on the same Business Day and interest at the rate applicable to the relative Account will be calculated as from that same day. If you ask us to make a payment after the Cut-Off Time, we will take the money from your Account on the next Business Day and interest at the rate applicable to the relative Account will be calculated as from that day. You can ask us for details of the period the payment will take to arrive. We will not be able to control exactly when the payment will be received by the third party bank. This will depend on the banking practice of that country. In all cases, our responsibility for the payment transaction ends when the payment instruction is transmitted to the bank where the destination account is held. iii. Payments in any other currency (i.e. other than the currencies of the EU/EEA) to any account wherever held A. Payment instructions received through the Bank s 24x7 Internet Banking Please refer to the Terms and Conditions regulating the Bank s 24x7 Internet Banking. B. Payment instructions received at the branch i. a Business Day shall mean Monday to Friday excluding Public Holidays and Bank Holidays; ii. the Cut-Off Time shall be 1300 hours on a Business Day if it is sent by you as a Priority Payment and 1400 hours if it is sent by you as a Normal Payment. If you ask us to make a payment before the Cut-Off Time, we will take the money from your Account on the same Business Day and interest at the rate applicable to the relative Account will be calculated as from that same day. If you ask us to make a payment after the Cut-Off Time, we will take the money from your Account on the next Business Day and interest at the rate applicable to the relative Account will be calculated as from that day. You can ask us for details of the period the payment will take to arrive. We will not be able to control exactly when the payment will be received by the foreign bank. This will depend on the banking practice of that country. For payments into your credit card Account held with the Bank, please refer to the Terms and Conditions regulating your credit card. Page 9 of 11
17. Bill Payment Facility Payments are batched by the Bank and, in normal circumstances, are sent to the service provider on a next Business Day basis. If the payment instructions are not applied and are returned to us, we will credit the returned funds, less our charges in accordance with the Bank s Tariff of Charges, if applicable, to the Account which had been debited. There may also be third party bank charges, in which case, these will also be charged by us. Where applicable, in case a currency conversion is required, you may also be liable for any exchange rate differences. The Bank is not a party to the provision of any of the services of the service provider and any and all inquiries and/or disputes in respect of these services should be directed by you to the relevant service provider. In all cases, unless otherwise agreed, if the Account to be debited is a credit card account, the transfer shall be subject to the charge, if any, applicable for cash advances. (Please refer to the Terms and Conditions of your credit card.) A. Bill Payment instructions received through the Bank s 24x7 Internet Banking Please refer to the Terms and Conditions regulating the Bank s 24x7 Internet Banking. B. Bill Payment instructions received at the branch i. a Business Day shall mean Monday to Friday excluding Public Holidays and Bank Holidays; ii. the Cut-Off Time shall be 1300 hours on a Business Day. If you ask us to make a payment before the Cut-Off Time, we will take the money from your Account on the same Business Day and interest at the rate applicable to the relative Account will be calculated as from that same day. If you ask us to make a payment after the Cut-Off Time, we will take the money from your Account on the next Business Day and interest at the rate applicable to the relative Account will be calculated as from that day. C. Bill Payment instructions received through the ATM Business Day shall mean Monday to Friday excluding Public Holidays and Bank Holidays. Your payment instructions will be processed by not later than the next Business Day. 18. Cash payments into your Account We outline below the different ways in which you can pay in cash to your Account. How quickly the funds will be available for you to use and to start to earn interest on will depend on when we receive the cash. Cash paid in at any of the Bank s branch counters: We will credit it to your Account and allow you to use it straightaway and we will pay interest on it (or use it to reduce the interest you pay) from that day. This does not apply if you pay cash into a branch on a non Business Day, in which case we will allow you to use it and we will pay interest on it (or use it to reduce the interest you pay) on the next Business Day after the cash has been counted and credited to your account. For the purposes of this clause, a Business Day shall mean Monday to Saturday. Cash paid in an online cash deposit ATM: If the deposit is made before Cut-Off Time, we will credit it into your Account and allow you to use it straightaway and we will pay interest on it (or use to reduce the interest you pay) from that day. If the deposit is made after Cut-Off Time, we will credit it to your Account, allow you to use it and we will pay interest on it (or use it to reduce the interest you pay) on the Page 10 of 11
next Business Day. For the purposes of this clause, Cut-Off Time is 1900 hours from Monday to Friday and 1700 hours on Saturday, Sundays and Public Holidays and Bank Holidays. Cash paid in at other ATMs: We will credit your Account and allow you to use it as soon as it is received and counted by us and we will pay interest on it (or use to reduce the interest you pay) from that day, which will be by not later than the next Business Day. For the purposes of this clause, Business Day shall mean Monday to Friday. For cash paid into your credit card Account with the Bank, please refer to the Terms and Conditions regulating your credit card. 19. Payments in your Account (other than cash and cheque payments) For the purposes of this clause, Business Day shall mean Monday to Friday excluding Public Holidays and Bank Holidays, and Cut-Off Time on Business Days shall be 1330 hours. The Cut-Off Time on Business Days for particular Direct Credit payments (e.g. local salaries and pensions) is however 1130 hours. When we receive a payment for your Account before Cut-Off Time, we will credit this to your Account and allow you to use it straightaway. We will pay interest on it (or use it to reduce the interest you pay) from the same day. When we receive a payment for your Account after Cut-Off-Time or on a Non-Business Day, we will credit it to your Account, allow you to use it on and pay interest on it (or use it to reduce the interest you pay) from the next Business Day. After crediting the Account with the amount received, we will deduct any charges which may be due to us for processing the payment. In such a case, the full amount of the transaction and the charges shall be separated in the information given to the Account holder. 20. General We will not be responsible to you and we will not be liable for losses or costs which you may suffer (including consequential losses such as loss of business) if we fail to comply with any of our obligations under this Information due to i. unforeseeable circumstances outside our reasonable control, which would have been unavoidable despite all efforts to the contrary, for example delays or failures caused by industrial action, problems with another system or network, mechanical breakdown or data processing failures; or ii. due to our obligations to comply with any applicable law or regulations. Issue Date: 05.2014 BANK OF VALLETTA P.L.C. 2131 2020 bov.com Issued by Bank of Valletta p.l.c. 58, Triq San Żakkarija, Il-Belt Valletta VLT 1130 - Malta Page 11 of 11