General terms and conditions

Please read these general terms and conditions (these general terms) carefully. We know the legal stuff isn’t very exciting, but it’s important because it tells you about our relationship with you, how we may change our terms, what to do if there is a problem, and other important information. We’ve tried our best to make these general terms and conditions as easy to read as possible. They have gained Plain English Campaign’s Crystal Mark, their internationally recognised seal of approval for the clarity of documents.

By applying for our products or services you are agreeing to our terms. Our terms include:

• these general terms

• the product terms for our products and services

• the Key Facts Sheets for our products and services, and

• the information we provide to you when you apply for any product or service.

If there is any inconsistency between these documents, the product terms will take priority, followed by the Key Facts Sheet, these general terms, then any other documents (in that order). You must also follow any additional guidelines or instructions we provide.

Some pages on the Trust App may also be available in Chinese. Please note that the Chinese pages might not be 100% accurate and complete. If there are any complaints or disputes, the English version of these pages will apply.

To say the same in Chinese: 优信 App 中的某些页面可能也提供中文版本。请注意，该页面所提供的中文版本未必百分百准确和完整。如果有 任何投诉或争议，应以该页面的英文版本为准。

Oh, and sometimes we use emojis. They are just for fun. 😊

We provide our products and services through the Trust App. We hope you enjoy using it! To use the Trust App you’ll need to live in Singapore and have a smart phone that can access the internet. If you download the Trust App outside Singapore, or you get it from an app store other than a Singapore app store, we may not be authorised to provide you with our products or services, or your access to them may be limited. Sometimes, we may need you to update the Trust App before you can continue using it. We may also reject your application for any products or services, and would not need to give you a reason.

Our products and services are for your own personal use. You must not use them for business purposes. You're responsible for all transactions made using our products and services, so you must not allow anyone else to use your account.

We are a new bank. We are excited about what’s ahead. We will continue to develop our products and services. We may introduce new ones, and we may change, improve or end our existing ones, at any time.

We have partnered with FairPrice Group to meet your banking needs and provide you with greater financial accessibility and affordability. We're very proud of this relationship and we believe you’ll see the benefits in our products and services! We may share your personal information (generally referred to as personal data) with FairPrice Group for the purposes listed in our Customer Privacy Notice. This includes allowing us and FairPrice Group to use your personal data to improve our and their products and services.

The following rules are extremely important and you must always follow them.

• None of the money or assets in your accounts must be proceeds from crime.

• You must keep to all laws and regulations relating to your use of our products and services.

• You must provide any complete and accurate information and documents we need, and update us if there is any change to any of these documents or information.

• You must not be (or have ever been) bankrupt, intend to file for bankruptcy, or know about any bankruptcy proceedings against you.

It’s so important that we can stay in touch with you. We can contact you through the Trust App, by email or phone, or by mail, using the contact details we have on record for you. When we contact you, we won't ask you to click on a link in any email or text message we have sent you, or to provide your PIN. You must tell us as soon as possible (and within 14 days at the latest) about any change to your personal details (such as your name, phone number, national identity number, email address, tax status, or address).

You can contact us through the Trust App or call us on (+65) 313-87878 (313-TRUST).😀

For some of our products or services, we may provide you with a Trust card. The Trust card belongs to us and you can’t give it to anyone else.

If we send you a physical Trust card, you will not be responsible for any amount charged using the card until you activate it, but you will be responsible for any amounts charged using your card in a digital wallet (see below for more information about digital wallets). If the card is a replacement card, you will also be responsible for all recurring payments, instalment payments and other payment instructions (which will transfer from your existing Trust card to your new Trust card), even before it is activated.

You may dispute any transaction through the Trust App. You may need to provide further information. If we find that your dispute is not justified, we may charge an administrative fee.

These General Terms and Conditions also apply to you in respect of any supplementary cards you hold in respect of the terms below:

• If your main cardholder locks his/her card, you can still use your supplementary card. 

• Some promotions and rewards may not be applicable to you. For more information, please see the Key Facts Sheet and Product Terms. 

• If we suspend or close the main cardholder’s account, you will not be able to use your supplementary card and account.

• The main cardholder is liable for the amounts you charge to your supplementary card. This means that the sections titled “Credit limits and outstanding amounts” and “Statements” below do not apply to you.

• You cannot terminate the supplementary card. Only the main cardholder can do so. 

The rest of the General Terms and Conditions will still apply to you as a Savings Account customer

This section applies if you register your Trust card to be in a ‘digital wallet’ on your device. This allows you to make payments using your device in a similar way as using a physical card, in shops, restaurants or anywhere else that accepts Visa. It’s a cool way to use your card – you should try it!

To have a digital wallet on your device it must have a valid Singapore mobile number. We recommend that you keep notifications for your digital wallet turned on. If your Trust card is cancelled or locked, you won’t be able to use your digital wallet (even if you can still see it). 

Your Trust card may be removed from your digital wallet, by us or the provider of the digital wallet, for security reasons. Use of your Trust card in your digital wallet may end or be disrupted for reasons outside our control. We may change the type of transactions allowed or apply limits. The digital wallet provider’s legal terms (including their privacy policy) also apply.

You must make sure that you give us accurate information for any transfers. Most transfers happen instantly, but some can take longer. We cannot guarantee when the transfer will be received, so we recommend you make transfers enough time in advance to avoid fees and delays. If we return a transfer, we'll do this within a reasonable time and deduct any relevant fees and expenses. We may set limits on the amount of money you can transfer each day. There may be different limits for different transfer methods, and limits may apply as a total for all transfers in a day or to individual transfers. You may be able to change the limits that apply to you, as long as the new limit is within any restriction set by us and by law.

This section applies if the product you apply for has a credit limit. We will set a credit limit that applies to unsecured credit you have with us (for example, credit cards and personal loans). We may review and change your credit limit (usually by giving you 30 days' notice) for regulatory reasons, if you later apply for credit with Standard Chartered Bank (Singapore) Ltd (Standard Chartered), or for any other reason we decide.

You must not go over your credit limit. If you do, you must immediately pay us the amount over your credit limit. If allowed by law, we may agree to a transaction that would result in you going over your credit limit. We may also set credit limit rules which allow you to spend only a percentage of your credit limit.

Maximum credit limits set by regulation may apply to some customers. If this is the case for you, and you also have unsecured credit with Standard Chartered, your maximum credit limit will apply as an overall limit for the credit with both us and Standard Chartered. We may ask you to decide how you want to split the overall credit limit between both banks. We may use your personal data (such as your name, date of birth, NRIC, phone number and email address) to check, with the Credit Bureau and Standard Chartered, if you're a Standard Chartered customer. If you are a Standard Chartered customer and a credit limit set by regulation applies to you, we'll tell Standard Chartered about any changes to your income, credit limit and personal circumstances.

We’ll act on your banking instructions as soon as we can. You must give us your instructions using a method approved by us. You’re bound by any instruction if we act on it in good faith (that is, believing it to be accurate and true), even if it is incorrect, false or unclear, or wasn’t given or authorised by you. We may delay, refuse or cancel any instruction (or part of any instruction), without telling you and without giving you a reason. We may do this if, for example, the instruction was unclear or not given correctly, our internal checks show that it was not given by you, we’re unable to act due to market conditions, or for any reasons beyond our control.

If you ask us to cancel or reverse an instruction or a transaction, we’ll try to do so but might not be able to (for example, if the transaction has already been completed). You must pay any costs related to your request.

If your instructions involve a currency conversion, the conversion will be done at the exchange rate chosen by us at the relevant time, unless the product’s Key Facts Sheet says otherwise.

We may treat instructions that we receive on a non-business day as received on the next business day. We may record your instructions, and the record will be conclusive evidence of your instructions.

Your monthly statements will be on the Trust App. We won't normally send you statements. It’s really easy to check your statements on the Trust App. You must check your statements and tell us about any mistakes within 14 days from the statement date. After 14 days, the statement will be considered to be correct and legally binding, unless the mistake is our fault. You'll only be able to access statements from the previous 7 years.

We provide automatic alerts to tell you about your transactions and if required by regulation. These alerts are sent to your email address on our records or by notifications to your mobile device. We may change the types of alerts available without telling you. You must make sure that you can receive our alerts. We may send these alerts in real time or group notifications together and send them to you at a set time.

The availability, timing, accuracy, and readability of alerts may depend on connectivity and services provided by third parties. You're still responsible for the security of your device and the use of your accounts and our products and services.

Trust Key is a 6-digit PIN which is used as an extra layer of security to authorise certain transactions. When setting up your Trust Key, we recommend that you choose a PIN that's different from your login passcode. After you've set up your Trust Key, there is a 12-hour waiting period before you can use it. Your Trust Key can only be set on the Trust App on your current mobile device. If you change your mobile device, the Trust Key on your previous device will be disabled. You will need to set up a new Trust Key on your new device.

You must protect your Trust card and accounts. This is really important! You must follow our security guidelines, including the following.

• Sign the card as soon as you receive it, keep it in a safe place and don’t let anyone else use it.

• Tell us immediately if your Trust card is lost or stolen and, if so, lock your Trust card through the Trust App.

• Don’t tell anyone else your PIN, Trust Key or login details, and don’t write them anywhere. If you think that someone else knows your PIN, Trust Key or login details, you can reset them on the Trust App or activate App Lock by leaving a message in our live chat through the Trust App or by calling us on (+65) 313-87878 (313-TRUST). App Lock will prevent anyone from signing into your Trust App and transactions will not be able to be made using your Trust card. However, your scheduled transfers will still happen and you can still receive incoming funds.

• Tell us immediately if you change your mobile number, device or email address.

• Tell us immediately if your email address or mobile device could be used by someone else without your permission.

• Apply updates and patches provided by the operating-system provider to your mobile device.

• Use PIN numbers that aren't easily guessed. Your date of birth and unit number aren't suitable!

• Regularly change your PIN.

You can ask us to lock your card by leaving a message in our live chat or by using the ‘lock card’ feature on the Trust App. While your card is locked, you can’t use it for any transactions. This is a cool feature that’ll help you keep your card secure while you’re not using it. 🤓 We’ll still apply any interest or fees due on your card while it is locked. Locking your card like this does not cancel it, but if you have any standing payment arrangements, these will no longer work.

We're excited about the offers we’ll have for you. Sometimes we may offer you promotions or rewards, including Linkpoints!😀

Information about our offers will be available on the Trust App, on our website, or in our messages to you. We may change or cancel these offers at any time. We'll try to give you notice, but we don’t have to.

For some of our products or services, you need to be a Link member and you must agree to the Link Rewards Programme legal terms, including their privacy policy. We're not responsible for the Link Rewards Programme offered by our business partner, FairPrice Group. On the Trust App, you may be able to see some information about the Linkpoints that you have earned using your Trust card. If you think there's a mistake, please let us know.

If a promotion, reward or prize is provided by another organisation, the other organisation’s legal terms and privacy policy will apply to that promotion, reward or prize.

You cannot exchange any promotion, reward or prize for an alternative or for cash. Our promotions are pretty awesome, so we're sure you won't want to exchange them anyway!😀 You also cannot use promotions and rewards together with any other discounts, promotions or vouchers unless we say otherwise.

If we suspect any fraud or that the terms of a promotion, reward or prize have been broken, we can take back or withdraw the promotion, reward or prize, or deduct an equivalent amount from your account. You're not allowed to receive promotions, rewards or prizes if we find that your Trust account is not valid or if there is any issue with your accounts. We will decide if you have met the requirements of any promotion, reward or prize. Our decision is final.

We keep your information confidential. This includes information that relates to you, your accounts with us, any product or service we provide to you, and your transactions and dealings between us.

However, there will be times when we'll collect and use your information, and share it with third parties (in or outside Singapore), for purposes we think fit, and (for personal data) for the purposes described in our Customer Privacy Notice. Third parties that we can share your information with include the following.

• Other members of the Standard Chartered group and our business partners, including FairPrice Group and Income Insurance Limited

• Any professional adviser, auditor, consultant, insurer, agent, contractor, subcontractor or service provider (including to help us recover overdue amounts)

• Any proposed investor, purchaser, transferee or collaborator of or in our business

• Any person we are required to give the information to by law, regulation or guidance issued by any authority or association 

• Any person we are required to give the information to in response to any investigation, demand or request from any authority

• Any court, tribunal, regulator, enforcement agency, tax authority, credit bureau or any other authority. 

• Providers of reward, loyalty, co-branding and privileges schemes or programmes

• Any person who has provided security in our favour for any of your liabilities to us

• Your legal representative and their legal advisers, after your death or due to mental incapacity

You confirm that:

• you have not committed or been convicted of any serious tax crimes, including tax avoidance and tax evasion

• you are not the subject of any tax investigation or criminal proceeedings, in or outside Singapore, and

• you're not aware of any tax investigation or criminal proceedings that could affect you.

You also confirm you won't use our products or services for illegal tax activities, including tax avoidance or tax evasion. And you understand and agree that:

• any amount you must pay us will be in line with all laws and regulations, including any tax requirements and foreign exchange restrictions or controls 

• you're liable for any taxes due for any transaction under these terms

• we can withhold or deduct any taxes from payments to you or from your accounts

• you're responsible for meeting your tax obligations (including paying tax due, filing in tax returns, reporting income and providing required documents relating to relevant taxes) under any laws that apply to you, and 

• we have not provided, and will not provide, any tax advice.

You must not use our products or services for any dishonest or illegal purpose, for example to pay debts arising in connection with gambling or betting activities, or to buy goods or services which pose any risk to us.

You confirm that any sanctions administered or enforced by any relevant authority, including the Monetary Authority of Singapore, the UK Treasury, the European Union, the US Department of State or the Office of Foreign Assets Control of the US Department of the Treasury, do not apply to you. You also confirm that you do not live in, and are not using our products and services in, a country or territory that sanctions apply to (or whose government sanctions apply to). You must not:

• use your accounts or our credit facilities, or

• lend, contribute, offer or provide funds to any person (directly or indirectly)

in any way that would break sanctions.

We may take any action (for example, placing a hold on your and your supplementary cardholder’s accounts or freezing the assets in your accounts) that is necessary to meet any obligation or requirement to enforce a sanction or to detect, investigate, report or prevent any financial crime (for example, fraud, money laundering, terrorism financing, bribery, corruption or tax evasion). We won't carry out any transactions we consider to be suspicious, and we don't need to tell you about this.

You must pay us the fees and interest due, as set out on the Trust App or website, or which we tell you about. This includes goods and services tax (GST), if it applies. If a negative interest rate applies to any currency, we may apply negative interest to any credit balance you have in that currency.

If we delay in taking any fees from your account, this doesn't mean we're giving up our rights. Also, if taking any fee from an account would cause it to be overdrawn, we may consider you to have requested an unauthorised overdraft. If that happens, you may have to pay us interest as shown on your Trust App, and an arrangement fee, for the unauthorised overdraft (or the increased overdraft).

We may receive benefits or payments from third parties (directly or indirectly) for any products or services. If we do, we don’t have to let you know about these benefits or payments, or pay them to you, unless we are required to do so by law.

See the relevant product’s Key Facts Sheet for more details on fees and interest.

We may at any time take an amount from your accounts to pay off or reduce any debt you may owe us (whether due or not). If this requires a currency conversion, we'll convert the amount taken using the exchange rate we choose at the time. You must pay us any amount that is still outstanding. Unless there’s an obvious mistake, any certificate we issue or decision we make about the amount you owe us is conclusive evidence.

We may also dispose of your investments and deposits with us (or within our control) and use the proceeds (after deducting our reasonable expenses) to reduce or pay off any amount you owe us. To do this, we may exercise a security interest (known as a lien) over your assets. If we take any of these actions we'll tell you as soon as we can.

You must contact us immediately if you discover or suspect that:

• any unauthorised transactions have been made

• your Trust card is lost or stolen

• someone else knows your PIN, or

• you have received funds that you are not entitled to.

Contact us through the Trust App or by calling us on (+65) 313-87878 (313-TRUST). If you had not been able to contact us immediately, you must give us a good reason for the delay.

You must co-operate with us in our investigations. We'll try to help you, but we may not always be able to reverse unauthorised transactions. Your responsibility for your and your supplementary cardholders’ unauthorised transactions will be limited to S$100, as long as:

• you contact us as soon as reasonably possible, as required above

• you help us try to recover the unauthorised transactions

• you give us any statutory declaration, police report or other information or document we ask you for, and

• we're satisfied that the unauthorised transactions weren't due to your fraud, negligence, recklessness, or any contract between you and us being broken.

If we think that your account may be compromised (that is, somebody could misuse it), we may ask you to identify yourself or confirm instructions in a way we specify, or refuse to act on any instructions, in order to protect you.

Here are some examples of the kinds of things we're not responsible for:

• Things that are unavoidable despite us using reasonable care and skill.

• If we can’t complete a transaction at a price or rate we quoted because of a change in exchange rates or market conditions.

• Our (or our officers’, employees’ or agents’) actions or failure to act, except where the loss is as a result of our negligence, recklessness or fraud.

• Any interruption, delay or failure that we told you about beforehand.

• Any interruption, delay or failure that is beyond our reasonable control, such as hardware breakdowns, power failures, software glitches, or problems with a third-party system or network, including those used by merchants (retailers and other businesses that sell goods and services).

• A merchant, financial institution or other person not accepting our products and services.

• Any fault, defect or deficiency in goods or services supplied to you by any merchant, financial institution or other person. (You must settle any complaint with the merchant, financial institution or other person – not us – and no claim you make against any of them can be claimed or deducted from us.). 

• The negligence, fraud, actions, failures to act or insolvency of you or any third party.

• A change in law or regulation, financial, market, political or economic conditions, or restrictions on currency exchange or payments in or outside Singapore.

• Losses you or any other person suffer as a result of circumstances we couldn’t or shouldn’t have been expected to know about. 

We're also not responsible for any loss you suffer as a result of your use of our products and services, except when the law states that we will be responsible.

You indemnify us from (that is, protect us from and compensate us for) any loss we suffer, including our costs of taking legal action, as a result of you misusing our products or services, or not keeping to our terms.

On the Trust App, and on our website, there are links to other apps, websites or services. We're not responsible in any way for a third party’s (including our business partner's) apps, websites or services.

We hope it does not come to this, but if you want to close any of your accounts, you'll need to:

• make sure any account balance is zero (we suggest you transfer any remaining balance to another account)

• pay us any amount you and your supplementary cardholders owe us

• settle any unpaid transactions, and

• cancel any arrangements you have, including regular payments and other standing arrangements.

We'll be sorry to see you go.😢

You can close your account through the Trust App. It may take up to 30 days for us to close the account. During this time, we may continue to process your transactions.

We may stop you and your supplementary cardholders from using your accounts (what we call a suspension), close any of your accounts, or end your use of our products or services. We'll normally give you 30 days’ notice (except in exceptional circumstances). Here are some reasons why we may do this.

• We can’t verify your identity or the source of your money, or you have given us false information.

• Any relevant law or regulation, or our terms, has been broken (or we suspect it has been broken).

• We need to protect you or us from any unauthorised use, fraud or other losses.

• You’re no longer eligible to bank with us.

• We’re required to do so by law or to meet a regulator’s or other authority’s requirements.

• Your account has been inactive for longer than a reasonable period of time, as decided by us.

If we close your accounts, we will not refund any fees (including annual fees). We’ll pay you any remaining balance after deducting any amount you owe us. If your balance is not enough to pay the full amount you owe us, you’ll need to pay us the outstanding balance immediately. Terms relating to your liability to us, fees, sharing personal information, currency conversion and tax continue to apply after an account closes.

If you’re not impressed with our service, or want to give us feedback or suggestions, please contact us. We'll do our best to put the matter right. We may use your feedback in any way. If you complain, and you're not satisfied with how we handle your complaint, you can approach the Financial Industry Dispute Resolution Centre (FIDReC) for an independent review and resolution. Please visit FIDReC’s website (www.fidrec.com.sg) for more information.

The contents of our website and the Trust App are owned by us (or licensed to us). The contents are protected by copyright (or other rights). You must not copy, distribute, publish, reverse engineer or decompile the contents without our permission.

Singapore law applies to our terms. We hope not to have disputes, but in the unlikely event that a dispute arises, it will be settled by the Singapore courts. If we need to start legal proceedings against you or recover any amount from you in any way, we or our appointed representatives will serve legal documents on you. By law, we must serve the documents on you personally unless you and we agree otherwise. By applying for our products or services you are agreeing that we will serve any documents on you by email (to your last known email address) or by post (to your last known address),whether you are in Singapore or overseas. You are considered to have received any documents sent in these ways on the date the email was sent (if sent by email) or the date immediately after the date of our documents (if sent by post), even if the documents are returned undelivered.

We can transfer our rights (or allow any interest in them to arise) without your permission. You can only do this if we agree in writing. Unless we say so, nobody other than you and us has the right to enforce our terms. Our rights and obligations relating to you are not affected by any dispute or claim you and a supplementary cardholder may have against each other. Our terms are binding on you, your personal representatives and anyone your rights are transferred to with our permission. They will not end or be affected by your death, bankruptcy or incapacity. We may appoint agents or other third parties (inside or outside Singapore) to help us provide our products and services. If we do not exercise any of our rights under these terms, it does not mean that we are giving up our rights. We will still keep all our rights relating to our products and services.

We may change our terms for any reason. We'll tell you about changes by email or through the Trust App. If a change results in an increase in fees or affects your liabilities and obligations, we'll usually give you at least 30 days’ notice (unless these changes aren't within our control). If you continue to use our products or services after our terms have changed, it means that you agree to the changes. If you don't agree, you should immediately close your accounts. You can do this without having to pay additional fees.

You’ve made it to the end of our general terms! Don’t forget to read the product terms next💫🤗

Last updated on: 25 August 2023 Version: 9