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Terms and Conditions

Koi+ Mastercard Prepaid Card General Conditions

The following General Conditions regulate the application, use, limits and responsibilities of the issuance and use of the Koi+ Mastercard Prepaid Card (hereinafter Koi+ Prepaid Card), which is offered by Braxs Global Consulting, legal ID 3-102-841401, with address in San José, Guachipelín de Escazú, VMG tower, Floor 1, email [email protected] (hereinafter Koi+) to the User (hereinafter the Client or Cardholder).

Definitions:

For the purposes of this contract:

  • Affiliate: natural or legal person who accepts payment operations and is the recipient of the funds that are the object of the operation.
  • Koi+ App or Koi+: is a multifunctional technological platform that allows the Client to manage and access different services provided by Koi+ or third-party providers, such as consultation, recharging, and management of the Koi Prepaid Card. Koi is available for mobile devices (App) iPhone and Android, as well as in Web version accessible through browsers via the URL koiplus.app
  • Client or Cardholder: any natural or legal person who is the holder and user of a Koi+ Prepaid Card and who has access to the App.
  • Koi+ Account: is the virtual space assigned to each Client after registration in the Koi+ App and which is linked to the Koi+ Prepaid Card.
  • IBAN: the IBAN (International Bank Account Number) is a standardized structure that identifies fund accounts both nationally and internationally. This format has been promulgated by the European Committee for Banking Standards and complies with ISO-13616.
  • PIN: 4-digit numeric code to make withdrawals from ATMs with the Koi+ Prepaid Card or to make payments at establishments.
  • Koi+ Prepaid Card: Prepaid Card that uses any technology, linked to the Koi+ Account and issued by MasterCard, which is used as a means of payment for the purchase of goods and services, whose charge is made automatically and instantly against the funds that the Client has in their Koi+ account. It also allows withdrawals and other transactions at ATMs.
  • Additional Koi+ Prepaid Card: Prepaid card that the Cardholder authorizes in favor of the persons designated by the Cardholder.

1.- General provisions

1.1.- The Koi+ Prepaid Card is a Prepaid Card in colones or dollars, issued by Mastercard and associated with an IBAN account. The Koi+ Prepaid Card is offered to the Client as a service linked to the Koi+ Account.

1.2.- Braxs Global Consulting srl. is a Fintech company allied with the services of SOLFIN S.A, dedicated to the management of credit facilities and through the App, markets and makes available to the Client some services that might require supervision and compliance with legal requirements according to financial regulations, by virtue of which, said services are provided in alliance and agreement with the COOPERATIVE OF MULTIPLE SERVICES OF MERCHANTS, RETAILERS AND RELATED OF COSTA RICA LIMITED LIABILITY, whose acronym is COOPEDETALLISTAS RL, legal ID 3-004-401451, an entity duly associated with the National Electronic Payment System (SINPE) of the Central Bank of Costa Rica according to registration code 845, which is authorized for the issuance of cards and/or IBAN accounts. Solfin is registered and authorized to make substantial systematic transfers of funds, carried out by any means, with its activities being subject to supervision by SUGEF in accordance with Article 15 and 15 Bis of Law 7786, therefore SOLFIN states that registration with the General Superintendency of Financial Entities is not an authorization to operate, and the supervision exercised by SUGEF is only in matters of prevention of money laundering, terrorist financing and financing of the proliferation of weapons of mass destruction, as provided in Law No. 7786, “Law on narcotics, psychotropic substances, unauthorized drugs, related activities, money laundering and terrorist financing”. Therefore, SUGEF does not supervise the businesses that these companies offer and carry out, nor their security, stability or solvency. People who contract their products and services do so at their own risk. Registration that can be validated at SUGEF at this link.

1.3.- The Client has requested from Braxs Global Consulting srl the Koi+ Prepaid Card through the channels authorized by it, by virtue of which the service of issuance of the Koi+ Prepaid Card and the opening of the Koi+ Account is subject to procedures and internal analysis that SOLFIN must determine, for which it reserves the right to approve or not said request after conducting a formal study of the Client’s information, who will be notified of the approval or not of the Koi+ Prepaid Card.

1.4.- The Client is the only one authorized to use both the Koi+ Prepaid Card and the Koi+ Account and will be legally responsible for the use that third parties make of it.

 

2.- Requirements for the issuance of the Prepaid Card

2.1.- Having completed all the information requested in the “Koi+ Prepaid Card Application” form in accordance with the requirements of each Card according to the level of Koi+ Prepaid Card that you wish to request as established in section 3.1 of this document, as well as completing the information in accordance with the legal requirements demanded in the Know Your Customer Policy of Costa Rican regulations. Said form can be found on the website or requested at [email protected].

2.2.- Be a natural person, of legal age and with a valid and current identification document. Minors may also be holders of a Koi+ Prepaid Card, only under the representation and authorization of their representative of parental authority or their guardian duly appointed by judicial authority.

2.3.- Expressly accept these General Conditions and their annexes, as well as the Terms and Conditions of the Koi+ App and the Privacy Policy, all of which are an integral part of this contract and are available on the website www.Koiplus.app.

 

3.- Characteristics of the Koi+ Prepaid Card

3.1.- The Koi+ Prepaid Card is issued in three different levels: i) Level 1: Up to a balance limit of $3,000 (three thousand dollars legal tender of the United States of America); ii) Level 2: Up to a balance limit of $10,000 (ten thousand dollars legal tender of the United States of America) and iii) Level 3: With a balance exceeding $10,000 (ten thousand dollars legal tender of the United States of America).

3.2.- For the management of the funds of the Koi+ Prepaid Card, COOPEDETALLISTAS RL generates an IBAN electronic account linked to the Prepaid Card and whose number will be embossed on the front or back of the card. Through this IBAN electronic account, the Client will be able to recharge the Koi+ Prepaid Card and the funds will be immediately available on their Koi+ Prepaid Card at the time of the transfer of funds, according to the type of transfer used by the Client. There is no minimum recharge amount and the maximum recharge may be up to the maximum balance limit according to the type of card established in the previous point.

3.3.- The Koi+ Prepaid Card may be used nationally and internationally and in both currencies: colones (official currency of Costa Rica) and dollars (official currency of the United States of North America), in establishments affiliated with the Mastercard brand, with the respective costs detailed in section “4.-Of commissions and associated charges”.

3.4.- The Koi+ Prepaid Card may be used to make purchases on the Internet (electronic commerce transactions), the Client must use the data requested by the electronic commerce and will be responsible for the supply of the same, assuming responsibility for the use made by the commerce.

TransactionAmount by Card Level  
 123
Koi+ card recharge1.5% of the amount0.5% of the amount0.5% of the amount
PIN replacement5.50$5.50$5.50$
Card renewal fee12$12$12$
Transaction fees0$0$0$
Administrative charges0$0$0$

3.5.- Any change to the Prepaid Card may only be made in writing by the account holder. When requesting a change of the Koi+ Prepaid Card, the Client accepts the cancellation of the previous card.

3.6.- The available balance of the Koi+ Prepaid Card may be consulted through the Koi+ Account.

3.7.- The payment of transactions in affiliated establishments and the withdrawal of cash through ATMs will be subject to the available amount that you maintain in your IBAN account. The net available does not include frozen, reserved or uncredited sums, SOLFIN and BRAXS GLOBAL CONSULTING SRL will not assume any responsibility to the cardholder for defective queries or transaction rejections in ATMs or businesses.

3.8.- The Cardholder may use the Koi+ Prepaid Card in the ATH ATM network of the National Bank and additionally all other ATM networks, or those of the acquirers of the external network and those that in the future adhere to it, which will be communicated to the Cardholders, via email or through the website www.Koiplus.app.

 

4.- Of Commissions and associated charges

The Koi+ Prepaid Card will have the charges and fees indicated in the table above.

The charges indicated in the table above will be automatically debited from the IBAN linked to the Client’s KOI+ Prepaid Card.

 

5.- Obligations and Responsibilities of the Cardholder:

The Cardholder must:

  1. Provide Koi+ during the application for a new card, card change, or whenever contacting Customer Service, with true and updated personal data, as well as consent to the processing of this personal data by Koi+ according to the Privacy Policy.
  2. Keep the address, email, or any other relevant means of information updated so that it can send account statements and any other information related to card management.
  3. The Cardholder understands and accepts that they are solely responsible for the proper management, custody and safekeeping of the Koi+ Prepaid Card, therefore any damage, loss, theft, robbery, or situation that occurs by virtue of inappropriate, negligent, culpable or fraudulent use of the Koi+ Prepaid Card, will be the sole responsibility of the Cardholder.
  4. The Cardholder is solely responsible for the transactions, purchases and other payments made with the Prepaid Card.
  5. Before signing payment receipts, verify the amount and the accuracy of the information.
  6. Request and keep payment receipts and other documents for the purchase of goods.
  7. Report to the issuer the malfunction of the Koi+ App for the review of your card statements.
  8. Verify the commissions and other charges made by the issuer, as well as the procedures to timely raise your claims about the products and services you acquire through the credit or debit card.
  9. Make claims within the period established in this contract, unless the Law or other Regulations establish longer periods, in which case the most beneficial period for the cardholder will always apply.
  10. In case of robbery, loss, loss or theft of the Koi+ Prepaid Card, the Cardholder must report it immediately to SOLFIN at the telephone number +506 4000 1817 and to the email [email protected], as well as proceed immediately to block the Koi+ Prepaid Card from the Koi+ App, which includes a functionality for these purposes. In the event that the Client omits these actions, the cardholder assumes under their entire responsibility the debit, cash withdrawal or payment of the transactions made prior to the communication. If the dispossession had occurred abroad, notice must be given to the authorized representative of MasterCard International in the city where the incident occurred. When the notice is made to SOLFIN, it will indicate to the cardholder a code by which the Koi+ Prepaid Card was deactivated. The cardholder must on the next business day complete and send the Card replacement form. If the cardholder makes the report in Costa Rica or abroad to the representative of MasterCard, they must wait for these companies to indicate the deactivation number.
  11. Use the Koi+ Prepaid Card personally and not reveal it to third parties.
  12. Sign payment receipts, verify the amount and the accuracy of the information.
  13. Request and keep payment receipts and other documents for the purchase of goods and use of services issued by businesses.
  14. The Cardholder must update personal information at least once a year as part of the Know Your Customer process.
  15. Inform Braxs Global Consulting SRL of the failure to receive account statements and the summary of their operations.
  16. Make claims within the period established contractually, unless the Law or other Regulations establish longer periods, in which case the most beneficial period for the cardholder will always apply.

5.1- Security of the PIN numeric code and equivalence with electronic signature

The Client understands and is obliged to ensure the security and confidentiality of the PIN of their Prepaid Card and the access credentials to the Koi+ Account, likewise for no reason may they share these codes or reveal them to third parties, the Client understands that both the PIN and the access credentials of the Koi+ Account, are considered their ELECTRONIC SIGNATURE, therefore any transaction or act they perform using these authentication mechanisms, are considered electronically signed by the Client linking them legally with said transaction.

 

6.- Duties and obligations of SOLFIN

i. Send the Client the Account Statement on the 5th (fifth) day of each month, in the format as established by the Credit and Debit Card Regulation of the MEIC (Ministry of Economy, Industry and Commerce of Costa Rica) that is in force to date, which will include at minimum:

  • Full name of the Cardholder
  • Description of the transactions carried out
  • Financial details:
    • cut-off date
    • date of the transaction
    • previous balance and current balance
    • recharges and other debits or credits applied to the card

ii. Inform the Client of any modification to these General Conditions of Contracting and Use of the Koi+ Prepaid Card, said communication will be made directly to the Client’s email and on the website www.Koiplus.app, as stipulated in the following clause.

 

7.- Modification to these General Conditions

SOLFIN will notify in the immediate subsequent Account Statement to the cardholder, the notice of modification of these General Conditions, the annexes or addenda so that the Cardholder can determine whether to maintain the contractual relationship or not. The notice will include: i) the detail of the modification, ii) date that the modification would enter into force; iii) maximum date to reject the modification; iv) the email where the Cardholder may communicate the rejection of the modification; and other relevant information for the adequate understanding of the cardholder of the changes to be introduced. The cardholder will have a period of two months from the date of notification to reject the proposed modification. If the cardholder does not respond within the stipulated period, it will be understood that the modifications have been accepted.

 

8.- Term, termination of service and blocking of the Koi+ Prepaid Card

8.1.- The Koi+ Prepaid Card will have a validity of 2 (two) years from the date of issuance. SOLFIN reserves the right to renew it or not at the end of that period. Once that period has expired, the Koi+ Prepaid Card will lose its validity, and the balance that has not been used will not be refunded, reinstated or recognized to the Cardholder in any way.

8.2.- The Cardholder may terminate this contract at any time, for which they must inform and deliver the Koi+ Prepaid Card to SOLFIN for its destruction.

8.3.- The Koi+ Prepaid Card and the Koi+ Account may be suspended, canceled or blocked by SOLFIN in the following cases:

  1. If SOLFIN has reasonable suspicions that fraudulent or unauthorized use of the Cardholder’s Koi+ Account or Koi+ Prepaid Card has occurred;
  2. If through fraud or negligence the Client has compromised the security of the Koi+ App;
  3. The Cardholder’s breach of the obligations established in the contract of “Terms and Conditions of Use of the Koi+ App” and these General Conditions;
  4. When the Cardholder fails to comply with regulations related to money laundering, drug trafficking and terrorist financing or lack of transparency;
  5. When they do not update the information at least once (1) a year.

 

9.- Discrepancies between the Affiliate and the Cardholder

When the cardholder uses the card as a means of payment, SOLFIN will not assume any responsibility for the quality, quantity, delivery or any other characteristic, or defect or dissatisfaction with the goods or services acquired, as it is not related to the provision of these services. The cardholder must direct their claims against the seller or service provider. The transactions carried out by the cardholder will be debited by SOLFIN, even if there are disputes between the provider and the cardholder. The cardholder must appeal directly against the provider of the defective goods or services in defense of their rights and the replacement of what was paid; without SOLFIN assuming any responsibility towards the Cardholder for the good or service in dispute.

10.- Reversals, Claims and Responsibilities

If the Cardholder presents any claim related to any purchase, withdrawal or charge, SOLFIN will determine its resolution period according to the characteristics of each case, being obliged to resolve in favor of the Cardholder only when the result of the investigation fully determines it, which applies to those cases in which the information about the claim must be sent through the respective channels that the Customer Support Team (Call Center) determines, so the resolution time will be extended to what this company establishes according to its procedures and considering the maximum allowed periods, indicated in the International MasterCard Regulation.

11.- Customer support

Any comment, query or observation regarding these General Conditions can be made to the telephone number +506 4000-1817, or through the email [email protected].

12.- Privacy and Data Protection

All personal data of the Cardholder collected and processed during the term of this contract between the Client and SOLFIN, will be governed according to the PRIVACY AND PERSONAL DATA PROTECTION POLICY. The Client may at any time exercise their rights of Consultation, Rectification, Revocation and Deletion, by writing to [email protected] or according to what is established in clauses 6 and 7 of said Privacy Policy.

13.- Signature and acceptance

The Client accepts and signs this contract, likewise declares that they have read and understand the stipulations established herein and that they have previously requested the issuance of the Koi+ Prepaid Card(s), which they physically receive in this act, for which they authorize SOLFIN to proceed with the activation of said Card(s). The Client consents to sign this document in physical form on paper or its functional equivalent in electronic format through a secure electronic signature mechanism.

Koi+ Platform Terms and Conditions of Use

Welcome to Koi+

The financial Platform called “Koi+”, hereinafter “Platform”, is a website that offers customers of the company Braxs Global Consulting srl., legal entity number 3-102-841401, hereinafter “the Company” or “Braxs”, an electronic branch to perform banking transactions safely and conveniently from anywhere and at any time. Before using our Platform, please carefully read the terms and conditions detailed below. These terms and conditions are a legally binding contract between you and the Company, and govern your use of the Koi+ Platform and related services. If you have any questions or concerns, do not hesitate to contact our customer service team.

The Koi+ Customer (hereinafter referred to as the “Customer”) who decides to use the “Koi+” service, must read, understand and electronically accept the following terms and conditions of use (hereinafter the “Terms”), which are supplementary to the provisions contained in the banking account(s) contract signed between the Customer and the Company. By accessing or using the Platform, you agree to comply with these terms and conditions, as well as with the policies and rules established for its operation. The use of this Platform is subject to the acceptance of its terms and conditions. If you do not agree, we ask you not to download this application.

The Koi+ customer accepts that to manage the funds of the Koi+ Account, we have established a strategic alliance with SOLFIN and the COOPERATIVA DE SERVICIOS MÚLTIPLES DE COMERCIANTES, DETALLISTAS Y AFINES DE COSTA RICA RESPONSABILIDAD LIMITADA, known as COOPEDETALLISTAS RL, with legal entity number 3-004-401451. Both companies are duly registered and authorized to carry out fund transfers systematically and substantially, using any available means.

Through this association, an electronic account with a unique IBAN number is generated, which will be easily accessible from our Platform. Using this IBAN, our customers can recharge their Koi+ accounts quickly and easily. The funds will be available immediately in your Koi+ account once the transfer is completed.

The Koi+ customer accepts that there is no minimum amount to recharge the account, and the maximum recharge limit is determined by the maximum balance allowed according to the type of account that the customer has established.

Access Requirements

Only those who are already customers of the Company may download and use the Platform: natural or legal persons, holders of bank accounts with an enabled online banking user. To access this service, it is an essential requirement to be a previous Customer of the Company with an active bank account. In case of cancellation of said account, this service will also be automatically canceled.

Services and Nature

Koi+ consists of an electronic payment method that offers the facility to perform transactions and banking inquiries remotely and without the need for the Customer to carry their physical credit or debit card, using instead an enabled electronic device (smartphone or similar).

Access to the Online Platform

For access to the different banking services via electronic channels offered by the Company, which includes Koi+, the Customer will be provided with a username and a temporary access key that is accepted by the Customer to enter for the first time, and immediately the Customer must change the temporary access key to a defined personal one that will be updated every 3 months.

About the password and username

By virtue of the above, the Company warns that in case the Customer forgets or loses their username and/or access key, suspects or has objective or circumstantial knowledge of the unauthorized use of their username and/or access key, whether this unauthorized use is made through Koi+, or any of the other means offered by the Company, they must inform it immediately to the Customer Service contact method of their country, with the purpose of carrying out the corresponding review and verification and assigning a new access key if required. In any case, the Customer may change the access key directly on the Koi+ website.

From the moment of acceptance of these Terms and Conditions, the Customer releases the Company from all civil liability, including criminal, contractual, and non-contractual liability, for the use and provision made with the keys delivered for the service, as well as for any authorization of financial services available to the Customer through Koi+. Consequently, the Customer assumes responsibility for any use and for the custody of the security mechanisms that third parties make with their authorization.

The Company is not responsible for personal information that the Customer discloses to third parties, including those who pose as Koi+ personnel through a phone call or email, as these are not means by which the Company requests this or other information from its customers.

Access security

The Customer is responsible, when entering the website, for defining the access security mechanisms when entering for the first time, which will be at least an access key composed of eight (8) characters that must include capital letters, numbers, and special signs (such as: -@$%&), following all the recommendations indicated in the Online Platform for this purpose. Likewise, the Customer is solely responsible for the use given to the security mechanisms that mobile devices have through which they digitize and use the services or products associated with their account in Koi+, as well as for keeping all security mechanisms active according to the characteristics of their mobile device. The Customer is responsible for correctly and exclusively entering their credentials to the official website (Koiplus.app) and avoiding any similar link that poses as Koi+.

The Customer accepts and declares to understand that the banking services and/or products via Koi+ provided by Koi+ are complementary, and that they are governed under the same conditions of use established in the corresponding contracts and/or terms and conditions, so that, at the moment of the Customer’s acceptance of these Terms and Conditions, they are integrated into the referred contracts.

Assignment

The Customer may not assign the obligations corresponding to the use of the Online Platform as well as their Contract. Any attempt of assignment on their part will be deemed null and void.

Release of Liability

The Customer exempts the Company from all liability for:

  1. Failed transactions due to causes not attributable to the Company, including but not limited to: insufficient funds in the accounts, incorrect operation of the electronic terminal by the user, damage to electronic or telephone data transmission systems, problems originated by the Internet service provider, failures or low connection speed, suspension or cancellation of services, malfunction of equipment, or interruptions for website maintenance, among other similar circumstances.
  2. Transactions that cannot be carried out due to force majeure or fortuitous event.
  3. Negligence, improper or inadequate use by the Customer or a third party authorized by them or not, on the service offered.
  4. Misuse or improper use of the services provided by Koi+ by the Customer.
  5. The Customer exempts the Company from all liability, including civil, criminal, non-contractual, and contractual liability for any error in the amount, for transfers to unwanted third parties, or for incorrect service payments incurred by error by the Customer when making payments to third parties, dissociating the Company from the responsibility of recovering these funds. Similarly, this liability exemption applies to the use made by those authorized for the Customer’s accounts by virtue of the authorization provided.

Koi+ will only respond for gross negligence duly accredited and declared by a competent legal authority, and only up to the amount of the sum affected in the claimed transaction. The obligations derived from these Terms and Conditions will be the sole and exclusive responsibility of the Company, and not of its commercial partners, parent company, or related national or foreign companies.

About SINPE

The Company does not guarantee that the SINPE service will operate uninterruptedly or without any error, or that they are free from viruses or other harmful components. The operation cycle of the service will operate according to the provisions established by the Central Bank in the Complementary Standard of SINPE Móvil. By virtue of the above, it is understood that the use by the User of this Service is at the User’s own risk, who is solely responsible for using adequate antivirus or protections.

SINPE Mobile transfer limit

Through this SINPE Móvil service, transfers can only be made in (colones/dollars/colones and dollars).

A commission of ₡1,556 (one thousand five hundred and fifty-six colones) will be charged for all transactions exceeding ₡100,000 (one hundred thousand colones). Likewise, a commission of 0.25% will be charged for received transactions exceeding ₡2,000,000 (two million colones).

About false or erroneous data

The Company will not be responsible for any false, erroneous, or inaccurate information entered by a User when using the Online Platform. The User will respond and assume all responsibility for the information they enter and the consequences of the use of it exclusively. The User, without prejudice to the eventual legal liability that may correspond to them, must keep the Company and its controlled, related, successor, associated, and/or affiliated companies, whether or not part of its Group, as well as their partners, directors, managers, advisors, and other employees of the same, totally indemnified against any kind of demand, claim, and proceeding (administrative and/or judicial), as well as fines, sanctions, condemnations, or any other kind of damage or prejudice (including attorney fees and procedural expenses) that could derive, directly or indirectly, due to such false, erroneous, or inaccurate information. The User declares and accepts to be solely responsible for the information they enter when using the Online Platform, and therefore exempts the Company from all responsibility to verify or validate the veracity and/or accuracy of said information.

Chargeback Process

If there is any inconvenience or there was an error in the processing of a purchase, you can resort to the chargeback process, with which you can request a claim.

The scenarios where you can request a chargeback are the following:

  • The cardholder did not authorize or participate in the transaction.
  • Services or goods not received.
  • Authorization from the issuer was not obtained.
  • Duplicate transaction.
  • Delayed charges.
  • Late closures.
  • Incorrect currency.
  • Incorrect amount.
  • Canceled recurring transactions.

To proceed with the chargeback, please contact Customer Service where you will be sent a chargeback request that you must fill out and send as much information as possible, Koi+ will be responsible for conducting an investigation on the chargeback.

If it is determined that the user made the transaction and therefore there is no need for a chargeback, the user will be charged a penalty for the time invested and the expenses of the investigation.

About User obligations

The User commits, while using this Service, to:

  1. Comply with and respect each and every one of these Terms, the Customer is responsible for the good use of the service, expressly committing to avoid any type of action that may damage or harm the use of the direct or indirect Service.
  2. Use this Service only for purposes that are legal and in relation to funds obtained legally.
  3. Not to enter (or attempt to enter) another User’s Account, or falsify (or attempt to falsify) their identity. Not to allow access to their Account by third parties, nor to lend their mobile device for the use of the Service by a third party.
  4. Respect and comply with the provisions of the regulation to prevent and avoid money laundering and actions that may serve to finance terrorist activities.
  5. The User acknowledges and accepts that they will be responsible for the use they give to the online banking Platform and for the information they enter when using this Service, as well as for the damages and/or prejudices, of any nature, that they cause to Koi+ and its controlled, related, successor, associated, and/or affiliated companies, whether or not part of its Group, as well as their partners, directors, managers, advisors, and other employees of the same, and/or to third parties, for breaching these Terms, thus releasing the Company and said entities, as well as their respective partners, directors, managers, advisors, and other employees from all responsibility, whatever its nature (civil, criminal, administrative, etc.), and commits to indemnify them and to keep them totally and absolutely harmless, against all claims, demands, and administrative procedures. As well as against any conviction, sanction, fine, damage, or prejudice derived from said breach, including the costs generated (including costs and fees of any legal defense deemed pertinent). Similarly, the User commits to actively collaborate in the defense that the Company and/or said entities must make for the attention of said claims.

Card blocking

The User has the possibility to block and unblock their Koi+ Card from the Platform. It is the exclusive responsibility of the User to ensure that they correctly block and unblock their Card through the Platform. The Company is not responsible for errors or mistakes made by the User in the process of blocking or unblocking the Card.

In case the User has suspicions that a third party has used their Koi+ Card improperly or fraudulently, they can enter the Platform and block their Card immediately while contacting the Company’s Customer Service to report the incident. It is the exclusive responsibility of the User to take the necessary measures to protect their Koi+ Card from possible fraud or misuse.

Request for a new card or due to loss or theft

The customer may request a new card due to loss or theft, reporting the loss and making the management through the Call Center.

Contact email: [email protected].

The Customer accepts and declares to understand that the banking services and/or products via Koi+ App provided by Koi+ are complementary, and that they are governed under the same conditions of use established in the corresponding contracts and/or terms and conditions, so that, at the moment of the Customer’s acceptance of these Terms and Conditions, they are integrated into the referred contracts.

Customer Service Hours

Koi+ will provide customer service for the Online Platform uninterruptedly twenty-four hours a day, seven days a week (24/7), and during the three hundred and sixty-five (365) days of the year, always within the parameters that may be established by the applicable regulations or policies, as the case may be. The response period of Customer Service may vary but always within the maximum range of 48 hours.

Without prejudice to the above, Koi+ reserves the right to interrupt or suspend, partially or totally, the operation of the Online Platform and/or the corresponding services, whether to give it maintenance or for any other circumstance deemed necessary at the exclusive judgment of the Company, and/or due to fortuitous event or force majeure. The Customer accepts the above, and waives making any claim whether administrative, civil, criminal, judicial, contractual, and/or non-contractual before any entity, whether governmental or private.

Term and Suspension of Service

The term of the provision of services is indefinite. Either party may terminate the term at any time, without the need for prior authorization or subsequent notification. Koi+ may terminate the service, without liability on its part and without the need for formality or prior judicial declaration, in any of the following cases:

  1. For the Customer’s breach of any of the obligations established in these Terms and Conditions
  2. For the Customer’s violation of any prohibitions contained in these Terms and Conditions, the applicable laws and provisions, or the policies that the Company may establish in the future, which will be considered an inseparable part and incorporated into these Terms and Conditions from the moment they are made available to the Customer.
  3. By request of the Customer, in which case, they will be responsible for any damage and/or prejudice caused to third parties.
  4. By unilateral decision of the Company, with or without expression of cause, without the need to give prior notice.
  5. For having suspended or blocked any account or product to the Customer.
  6. If Koi+ learns that any account or service in another banking or financial institution in the country or abroad of the Customer, due to mismanagement, inappropriate handling, or other similar cause.
  7. For any other circumstances established in these Terms and Conditions or the applicable regulations and provisions.

If the User decides not to continue with the use of this Service and they have complied with the Registration and have created an account, they must contact Customer Service, either by phone or by email, in the means indicated on the Website. Likewise, the User may terminate the use of this Service if they consider these Terms inappropriate, incorrect, or contrary to their interests.

Account maintenance

The Koi+ customer accepts that an automatic monthly charge will be applied for each account associated with said customer. The specific amount of this charge will be established within the application and will be clearly informed to the customer before its application. This charge will be made automatically during the first 10 days of each month and will be allocated to the maintenance of the account.

In case the Koi+ customer wishes to cancel any account associated with Koi+ or to deactivate the service completely, they must notify it in writing at least 30 days in advance of the next billing cycle to avoid additional charges. The Koi+ customer accepts that Koi+ reserves the right to adjust the monthly charges and billing policies at any time, with prior notification to the affected customers.

Intellectual Property

All information, documentation, images, or other material presented, published, or provided in or through the Online Platform are presumed to be the exclusive property of Koi+, unless expressly stated otherwise, and is subject to the laws of intellectual property protection and/or copyright and related rights.

Confidentiality

Koi+ is obliged to maintain confidentiality of any information that may be received or collected through the Online Platform, in accordance with the applicable legal framework. The Customer accepts and acknowledges that digital transmissions may be susceptible to intervention or interception, despite the use of the highest security standards. The Customer releases the Company from any liability as a consequence of the use of the Online Platform related to any type of intervention or interception of their information by third parties.

Update of Terms and Conditions

The Customer accepts that the Company may make updates to the Terms and Conditions, as well as to the Platform, and/or functionalities of the Online Platform. The continuation of the use of the Online Platform; as well as the performance of any operation, consultation, or management is understood as acceptance of such updates.

Applicable law, competence, and jurisdiction

In everything not contemplated in this document, the Customer and the Company are subject to the applicable Laws and regulations in force at the place of execution of the service and to the clauses of the contracts of the different products contracted by the Customer. For the corresponding effects, both parties waive the jurisdiction of our domicile and submit to the competence of the courts chosen by the Company.

Contact and Customer Service

Email: [email protected]