Terms and Conditions for the access to and use of Chatbot Services via Federal Banks’s Corporate Website/ WhatsApp / Facebook Messenger /Amazon Alexa / Google Assistant

DEFINITIONS

In this document the following words and phrases have the meaning set below unless the context indicates otherwise:

Alexa” or “Amazon Alexa” or “Alexa App” is the artificial intelligence developed by Amazon which includes but not limited to phonetic understanding of voice, conversion of voice to text, from text to useful actions. To enable voice based communications Echo Device shall be linked to Alexa App and Wi-Fi Connection. Echo Device can take in voice inputs from the Users and provide a response. The responses to queries raised through Feddy are designed by Federal Bank team. Inorder to avail the services, User shall enable Federal Bank’s Chatbot named as “Feddy” from Alexa App.

Account Holder” or “Customer” shall mean a User who is a Federal Bank Customer holding an operative Savings Bank/Current Account. (Foreign Account Holders and minors are not eligible to register for the Services)

"Account/s" shall mean the bank account/s maintained by the Customer with FEDERAL BANK for which Chatbot Services is availed/to be availed (each an "Account" and collectively "Accounts"). Customer/s can avail the Services related to payment/ debit transactions only in respect of primary account selected by the Customer/s in the registration portal of Feddy.

Account Related Functionalities” shall mean the Facility/ Services provided by FEDERAL BANK, at its sole and absolute discretion, through Feddy on selected Platforms, more fully specified in Schedule B hereunder as may be updated by Federal Bank from time to time, and.

Amazon” means Amazon Digital Services LLC, Amazon Media EU S.a.r.l., Amazon Services International, Inc., Amazon Servicos de Varejo do Brasil Ltda., and Amazon Australia Services, Inc.

“Chatbot” or “ Virtual Assistant” or “Feddy”means an interactive platform/ digital channel based on Artificial Intelligence by means of which FEDERAL BANK provides Facility / Services , to its Account holders and/or Users. Chatbot for the Services herein is named as “Feddy”.

“Customer-ID” shall mean the code issued by FEDERAL BANK and used by a Customer to get him/her identified, when the Customer logs into the system to start a login session. It is used by the system to identify each unique Customer;

“Device” means any Laptops, Desktops, Smart Speakers, Mobile Phones and Tablets that supports the software/application for availing the facility

“Facebook Messenger” shall mean the messaging App and platform developed by Facebook Inc., based in Menlo Park, California.

"Facility’’ or ‘Services " shall mean the Chatbot banking facility provided by Federal Bank through Feddy as specified in Schedule hereunder .

“FEDERAL BANK” shall mean The Federal Bank Ltd., ., a Banking company within the meaning of Companies Act 2013 having its registered office at Federal Towers, Aluva, Kerala (The term includes its Affiliates)

“Fund Transfer” means transfer of funds/ money from one bank account to another, either held with the Bank or across multiple Banks/ Financial Institutions through the banking system.

Google Assistant is an artificial intelligence –poweredvirtual assistant developed by Google LLC, California , that is primarily available on mobile and smart home devices capable of making two-way communications..

“Google Maps” refers to map and location services developed and provided by Google LLC, California.

“Google Search” refers to search engine developed and provided by Google LLC, California.

“Live Agent” shall mean a dedicated human agent of Federal Bank providing Facility to the User by the means of Live Chat.

“Live Chat” shall mean communication made with Live Agent on Chatbot via Website/ WhatsApp / Google Maps / Google Search / Facebook Messenger/ Amazon Alexa / Google Assistant when Feddy is of the opinion that such communication should be made based on User experience or where User specifically asks Feddy to connect him/her with a Live Agent.

"Mobile Phone Number" shall mean the last updated mobile phone number of the Customer registered in the records of the Bank and also endorsed by the Account Holder /Customer in the registration portal available in Feddy.

One Way Communication” shall mean the service provided by the Bank to the User on Website/ WhatsApp / Google Maps / Google Search / Facebook Messenger/ Amazon Alexa / Google Assistant where the Bank sends its User one-way messages through its Registered Number in the nature of information, alerts, updates, transaction alerts in relation to the Customer’s Account and such other communications as the Bank may enable from time to time, at its discretion.

“Password” shall mean the access code used for identification of Customers, which is to be entered into by the Customers for availing Account Related Functionalities other than those which do not require registration process through the registration portal in Website, as mentioned in the Schedule .

"Personal Information" shall mean the information/ data related to the User/Customer obtained in connection with the Facility.

“Platform” means Websites, Applications, OTT platforms, IoT devices etc. that supports the software/application for availing the facility

“Privacy Policy” shall have the meaning as ascribed to the term in Clause 12 hereto;

Two Way Communication” shall mean the service provided by FEDERAL BANK to the Users on the Chatbot via Website/ WhatsApp / Google Maps / Google Search / Facebook Messenger/Amazon Alexa / Google Assistant , where the User can communicate with FEDERAL BANK by sending messages in the form of requests seeking information/ asking queries, to the FEDERAL BANK through its Virtual Assistant, Feddy. Upon receipt of such request, information or query, the “Feddy” will respond back on the User’s Mobile Phone Number/ Device . However, such communication shall be limited only to such queries, information, requests and providing the requested Facility as may be determined by the Bank, from time to time.

“User ” shall mean any person interacting with the Bank on Chatbot via Website/ WhatsApp / Google Maps / Google Search/ Facebook Messenger /Amazon Alexa / Google Assistant and includes a Customer/ Account Holder of the Bank availing Services/ Facility through Feddy.

“User ID” means the user identifier code/ value by which the operating systems identify a User . User ID along with Passwords constitutes the access control criteria to determine whether a User can access the Facility/ Services.

User Information” or “Personal Information” refers to the personal data or information or such other data or information including any sensitive personal data in relation to the User , including and not limited to such User’s account related information shared by the User or provided to the User by the Bank and/or collected via WhatsApp / Google Maps / Google Search / Facebook Messenger /Amazon Alexa / Google Assistant or from any such source while the User availing the Services hereunder.

"Website" refers to the website owned, established and maintained by FEDERAL BANK located at the URL www.federalbank.co.in or any other website as may be decided by FEDERAL BANK from time to time.

WhatsApp” is the application provided by WhatsApp Inc.,1601 Willow Road, Menlo Park, California 94025.

Reference to the masculine gender in this Terms and Conditions includes reference to the feminine, neuter and vice versa.

Acceptance of Terms and Conditions

The User agrees that, usage of any of the Services / part thereof by means of sending any communication/ message to FEDERAL BANK, via Feddy, the User shall deemed to have read, understood and irrevocably accepted and agreed to all these terms and conditions and thereupon these Terms and Conditions shall be binding on the User in the same manner as if the User has agreed to the same in writing. The terms and conditions shall be subject to the modifications as may be made thereon by FEDERAL BANK from time to time. 

The User availing the Services hereby grants express authority to FEDERAL BANK for carrying out the Services requested by the User via his Mobile Phone Number, Email Id or such other mode of communication registered for Whats App / Google Maps / Google Search / Face Book Messenger or through the Website/ Alexa/ Google Assistant.

FEDERAL BANK shall have no obligation to authenticate the User or to verify the identity of any User once the registration for Service is made in the registration portal available in the Website or once it receives any request/ communication from the Mobile Phone Number of the Users via WhatsApp / Google Maps / Google Search/ Face Book Messenger or through the Website/ Alexa/ Google Assistant.

FEDERAL BANK’S own record or log of transactions maintained through computer systems or otherwise shall be accepted as conclusive and binding for all purposes.

For availing the Facility / Services offered via Feddy, the User shall be deemed to have accepted (a) the General Terms and Conditions applicable the Services/ Facility Facility and (b) the Privacy Policy of the Bank applicable for availing the Facility mentioned herein.

*For account related functionalities, the Customer agrees/understands that these terms and conditions shall be in addition to and not in derogation of the terms and conditions governing FEDERAL BANK Tele- Banking Facility, FEDNET, ATM/ Debit Card Facility, FedMobile and also the general Terms and Conditions relating to opening and operation of Account/s of the Customer. In case of conflict between the general terms and conditions relating to Account/s and the terms and conditions contained herein, in relation to Chatbot Facility, the terms and conditions contained herein shall prevail . (*applicable for account related functionalities)

 

Availability of Services & Disclosure

FEDERAL BANK shall endeavour to provide to the User /Customer such Services/ Facility through Feddy as FEDERAL BANK may decide from time to time and as displayed in the Website. FEDERAL BANK reserves the right to decide what services may be offered to a Customer on each of his/her Account/s and also, such offers may differ from User to User. FEDERAL BANK may also make additions / deletions to the services offered through the Chatbot, at its sole and absolute discretion.


The Facility is made available to the User, at the sole discretion of FEDERAL BANK and may be discontinued / modified / altered by FEDERAL BANK at any time without prior notice.
This Facility might not be available on all device & platforms and will depend on the device & platforms configuration and the minimum requirements for running the application.


FEDERAL BANK shall endeavour to reply / revert to queries raised promptly, provided that FEDERAL BANK, shall not be responsible for not replying or any delay in reverting to the queries due to any reason whatsoever including failure of operational system or due to any requirement of law or due to mobile network failure or any failure at the Service Provider’s/ partners’ platform .

Undertaking by the User

The User hereby unconditionally and irrevocably undertakes, acknowledges and agrees to the following:
a) The Facility provided to the User shall be subject to applicable law and the rules, regulations, notifications, circulars and guidelines introduced or amended from time to time by the Reserve Bank of India and/or any regulatory/ statutory/ governmental authority.

  1. b) That FEDERAL BANK may advise from time to time, the versions of the operating systems on the Devices which are required for availing the Facility. There will be no obligation on FEDERAL BANK to support all the versions of the operating systems. The User agrees that the User shall be responsible for upgrading any software, hardware and the operating system at his cost, from time to time, to avail the Facility. FEDERAL BANK shall be at liberty to change, vary or upgrade its software, hardware, operating systems, etc. from time to time and shall be under no obligation to support the software, hardware, operating systems used by the User and that the same shall be the User’s sole responsibility to be able to continue his use of the Facility.
  2. c) That the User shall not reproduce, copy, or redistribute for commercial purposes any materials or design elements of the Facility provided hereunder.
  3. d) That the User shall not submit or transmit any content through the Chatbot via WhatsApp / Google Maps / Google Search/ Facebook Messenger or through the Website/ Alexa/ Google Assistant / Business Messages that :

(i) is obscene, vulgar, or pornographic, immoral, illegal, illicit, unethical, anti-social etc.;
(ii) encourages the commission of a crime or violation of any law;
(iii) violates any state or Central laws in India and/or any law applicable in the jurisdiction in which you reside;

(iv) infringes the intellectual or copyrights of a third party; or
(v) constitutes confidential information and/or personal or sensitive information / data belonging to the User or to any other person.

  1. f) FEDERAL BANK reserves the right to remove or otherwise delete any messages, content or submissions made by the User that violates the FEDERAL BANK’s internal rules or which are inappropriate, as per FEDERAL BANK’s sole discretion, without undertaking any liability or responsibility in relation to the same or giving any prior warning to the User.
  2. g) The feedback/ responses sent by FEDERAL BANK in One Way/ Two Way Communication Service / Live Chat are based on an application running at back-end. This program has been developed and regularly enhanced to handle the queries in best possible manner. However, for any queries that the User may not find satisfactory response or for any inaccuracies arising therefrom, FEDERAL BANK shall not be held responsible. The User, in such cases, shall directly contact the call centre of FEDERAL BANK or any of the branches of FEDERAL BANK .
  3. h) By subscribing to the FEDERAL BANK’s Chatbot Service, the User agrees to get his personal notifications/alerts/acknowledgements including portfolio holding, transaction details, value added subscriptions etc. via WhatsApp / Google Maps / Google Search/Facebook Messenger/ Business Messages / SMS/email/smart devices, application, platform etc. from which this Facility is accessed. The User also agrees to receive notifications including regulatory updates, personalized offers, new product features etc. on his mobile number registered with Bank through WhatsApp / Google Maps / Google Search, Facebook Messenger, SMS and/ or & email address. FEDERAL BANK may also stop sending these alerts / notifications, at its sole discretion.

  4. i) The User understands that using of Chatbot via WhatsApp / Google Maps / Google Search/ Facebook Messenger/ Alexa / Google Assistant / Business Messages involves inherent risks in relation to online transactions. Further, any message and information exchanged on Chatbot via WhatsApp / Google Maps / Google Search / FaceBook Messenger/ Alexa/ Google Assistant / Business Messages shall be subject to the risk of being read, interrupted, intercepted, or defrauded by third parties or otherwise subject to manipulation by third part . FEDERAL BANK shall not be responsible or liable to the User or any third party for the consequences arising out of or in connection with usage of the Chatbot via WhatsApp / Google Maps / Google Search / Facebook Messenger/ Alexa/ Google Assistant /Business Messages.
  5. j) The User is aware that it may not be possible for FEDERAL BANK to give detailed information on the Chatbot functionalities. FEDERAL BANK shall not be responsible or liable to the User or any third party for the loss/damages/ consequences arising out of or in connection with using of the Chatbot Facility.

  6. k) WhatsApp / Google Maps / Google Search/ Google/ Amazon /Facebook and/ or other third party services linked to the Services have their own terms/ conditions/ policies (“Third Party Terms”) and the User is subject to such Third Party Terms, while using the Facility. FEDERAL BANK is not responsible for issues in connection with usage of such third party services and that any disputes with a third party product or service shall be settled with such third party. The User understands that his device is vulnerable to the threats, including but not limited to unauthorized (i) access by intruders to the data/information contained on such Device; (ii)identity theft; (iii) privacy violations; (iv) planting of stealth software, malware, viruses etc; (v) disablement or distortion of operations; (vi) interception of the transmission of encrypted data/message etc. FEDERAL BANK shall not be responsible or liable to you or any third party for the consequences arising out of or in connection with using of Chatbot/ services.
  7. l) The User shall ensure appropriate network connection and the receipt of messages by the User shall be subject to the network connection and FEDERAL BANK shall not be held responsible for any delay or non-receipt of the responses from FEDERAL BANK.
  8. m) The User is aware that FEDERAL BANK does not make any representation or warranty that the Facility will be available at all times without any interruption and that FEDERAL BANK shall not be responsible for any variation, reduction or imposition of the terms or the User’s inability to use Chatbot for any reason whatsoever.
  9. n) The User agrees that the User shall not have any claim against FEDERAL BANK on account of any suspension, interruption, non-availability or malfunctioning of the Chatbot including due to any link/mobile/system failure at FEDERAL BANK’s end for any reason thereof.
    o) The User is responsible for keeping security safeguard of his account on his WhatsApp / Google Maps / Google Search / Face Book Messenger/Google / Alexa / Business Messages linked to his registered mobile number.
  10. p) The User agrees that sensitive information including but not limited to Debit Card or Credit Card Number, PIN and Password shall not be shared through Live Chat. The Federal Bank shall not be held liable for any loss or damages incurred by the User upon sharing of any such sensitive information with the Live Agent.

Conditions specific for accessing / availing Account Related Functionalities

  1. For availing Account Related Functionalities across any Platforms, Customer/s shall register himself/ herself on a registration portal available in Website, the link to which is available on Feddy. However, for certain Account Related Functionalities as specified in the Schedule, registration shall not be required.
  2. The Customer/s availing such Facility for which registration is required, shall fill up all the required details for availing the same correctly on the registration portal. FEDERAL BANK shall not be liable for any loss caused to the Customer/s due to furnishing of incorrect information/ data. Once thedetails are entered into the registration portal, it shall be deemed that the registration is done by the Customer, on a voluntary basis.
  1. Registration of Customer/s for the Facility shall be approved by the Bank,only after the successful authentication of the Customer/s in the manner and through such mode of verification as decided by FEDERAL BANK. The Facility shall be activated only upon the Customer fulfilling all the terms and conditions for such activation to the satisfaction of FEDERAL BANK.
  1. Only the enquiry based Account Related Functionalities shall beavailable through WhatsApp, and such Services could be accessed via Feddy, without any requirement of registration.
  2. The eligibility criteria of the Users for accessingAccount Related Functionalities including that of Fund Transfer shall be as decided by the Federal Bank from time to time.
  3. Federal Bank may, at its sole discretion, reject or disallow any Customer from accessing/ availing Account Related Functionalities on Feddywithout assigning any reasons whatsoever .
  4. Federal Bank shall no way be liable to anyone, for any failure/ inability to to register for the Services on the registration portal orif the User/s become unable or fail toaccess and/ or use the Fund Transfer Facility and Account Related Functionalities due to incompatible Mobile Phone handsets, Telecom Usage Plans or network failures and/or for any other reason whatsoever.
  1. The last updated mobile number in the records of FEDERAL BANK would be the registered Mobile Phone number for the facility. .
  2.  The Customer will become ineligible to register for the Facility, if his/her Mobile Phone Number has been registered with FEDERAL BANK for multiple Cust ID
  3. All the accounts linked to a same Cust- ID can be registered for the Facility, and the customer shall register any of his savings/current account as the primary account of the facility.
  4. FEDERAL BANK reserves the right to reject a Customer's application for the Facility without assigning any reasons.
  5. Entering the wrong Password thrice will block the Facility to the account for a duration of twenty four (24) hours from the time of such wrong Password attempt.rs.
  6. The Customer shall be responsible for intimating to FEDERAL BANK any change in his Mobile Phone Number or email address or Account details and FEDERAL BANK will not be liable for sending Alerts or other information over the mobile phone number/email address /fax number recorded with FEDERAL BANK.
  1. . The instructions of the Customer/s via Chatbot shall be effected only after authentication of the Customer by verification of the Mobile Phone Number and/or through verification of OTP// password allotted by FEDERAL BANK to the Customer and/or through any other mode of verification as may be stipulated at the discretion of FEDERAL BANK.
  2. If the Customer has reason to believe that his Mobile Phone Number is / has been allotted to another person and / or there has been an unauthorized transaction in his account and / or his mobile phone is lost, he shall immediately inform FEDERAL BANK under acknowledgment about the same. If such a situation arises and the Customer has not informed the Bank about the same, the FEDERAL BANK shall have no liability whatsoever in connection withany unauthorised transactions resulting from such events..
  3. The Customer shall be solely responsible for protecting his/her OTP, Password , Mobile Phone Number and any access code given by FEDERAL BANK for using the Facility.
  4. The Customer grants express authority to FEDERAL BANK for carrying out transactions and instructions authenticated as per these terms and conditions.
  5. If the Customer forgets the Passwordfor Feddy, the Customer can reset his/her Password through Feddy by using such mode of resetting of Password as permitted by the Bank and continuance of Facility / Services thereafter shall not be construed as the commencement of a new contract.
  6. The Customer agrees and acknowledges that FEDERAL BANK shall in no way be held responsible or liable if the Customer incurs any loss as a result of any/ all of his/her information (including Personal Information andany information regarding his/her Account(s)) being disclosed by FEDERAL BANK and also for any losses/ damages resulting from FEDERAL BANK carrying out the instruction/s of the Customer issued via Feddy. The Customer shall fully indemnify and hold harmless FEDERAL BANK and the affiliates in respect of the same.
  7. The Customer hereby authorises FEDERAL BANK to comply with any/all instructions given by the Customer/s through the Chatbot in conjunction with the correct OTP/ Password .The FEDERAL BANK shall be entitled to presume that any instruction given to the Bank using the Facility in accordance with the terms and conditions stipulated herein are given/ authorized by the Customer and agrees that the Bank will not be liable for any fraudulent, duplicate or erroneous instructions given to the Bank using the OTP/ Password / allottedto the Customer.
  8. The Customer is further advised to ignore any e-mail asking for his/her User details. The Bank or its employees will never contact the Customer asking for online banking Password / OTP
  9. FEDERAL BANK shall endeavor to carry out the instructions promptly provided that FEDERAL BANK, shall not be responsible for any failure or delay in carrying out the instructions due to any reason whatsoever, including and not limited to the failure of operational system or due to any requirements/ compulsions of law or due to mobile network failure or any failure at the Service Provider’s/ partners’ platform
  1. Funds Transfer through Chatbot Banking :
  1. The Customer accepts that he will be responsible for keying in the correct account number for the fund transfer request. In no case, FEDERAL BANK will be held liable for any erroneous transactions incurred arising out of or relating to the Customer entering wrong account numbers or wrong amount.
  2. FEDERAL BANK shall not be liable for any omission to make all or any of the payments or for late payments due to circumstances beyond its reasonable control. FEDERAL BANK reserves the right to charge the Customer for any funds transfer request initiated by the Customer and given to FEDERAL BANK as per the Schedule of Fees / Charges displayed on the Website or available at the branches. If funds transfer is made available to the Customer, it may be used for transfer of funds from Account to other accounts belonging to third parties maintained at FEDERAL BANK and/or at any other Bank which falls under the network of Reserve Bank of India's Electronic Fund Transfer system.
  • The Customer acknowledges that for effecting funds transfer as per limits specified by FEDERAL BANK, the Customer can transfer the funds by using the OTPand Password allotted through the Chatbot..
  1. The Customer understands and agrees that FEDERAL BANK shall not be held liable for any loss, damage whether direct or indirect, costs, charges or expenses incurred by the Customer as a result of transferring the funds through Chatbot Banking
  2. Instructions :
  • All instructions for availing the services under the Facility shall be provided through the Mobile Phone Number in the manner indicated by FEDERAL BANK. The Customer shall be responsible for the accuracy and authenticity of the instructions provided to FEDERAL BANK.FEDERAL BANK shall not be required to independently verify the instructions, and the instruction shall remain effective till such time the same is countermanded by further instructions by the Customer. FEDERAL BANK shall have no liability if it does not or is unable to stop or prevent the implementation of an instruction which is subsequently countermanded.Where FEDERAL BANK considers the instructions to be inconsistent or contradictory it may seek clarification from the Customer before acting on any instruction of the Customer or act upon any such instruction as it may deem fit. FEDERAL BANK states that it has no liability or obligation to keep a record of the instructions to provide information to the Customer or for verifying Customer's instructions. FEDERAL BANK may refuse to comply with the instructions without assigning any reason and shall not be under any duty to assess the prudence or otherwise of any instruction.
  • Any instruction, order, direction, request entered using the OTP/ Password of the Customer received through Feddy shall be deemed to be issued by/ received from the Customer. All instructions, requests, directives, orders, directions, entered by the Customer, either electronically or otherwise, issued by the Customer/s are the sole responsibility of the Customer. The Customer understands that entering an instruction, direction, order, and request with FEDERAL BANK, by the Customers, either electronically or otherwise, does not guarantee execution of such instruction, direction, order, request. FEDERAL BANK shall not be deemed to have received any instruction, direction, order, request electronically transmitted by the Customer until it confirms the receipt of such instruction, direction, order, request.
  • The Customer accepts that all information / Instructions will be transmitted to and / or stored at various locations and shall be accessed by the personnel of FEDERAL BANK. FEDERAL BANK is authorized to provide any information or details relating to the Customer to third party entities to facilitate providing of the Facility and so far it is necessary to give effect to any instructions.
  • If the Customer becomes aware that an unauthorized transaction has taken place in his account through the Chatbot or by any other means he/she shall immediately inform FEDERAL BANK and request to block access to Facility.
  1. Non-Transferability :The grant of the Facility to a Customer is not transferable under any circumstance and shall be used only by the Customer. However, FEDERAL BANK shall have the right to transfer, assign or sell all its rights/ obligations under these Terms and Conditions to any third party, which shall continue to be in force and effect for the benefit of the successors and assigns of FEDERAL BANK.
  2. Maintenance of Sufficient Balance: The Customer shall ensure that there is/are sufficient funds in his/her FEDERAL BANK Account for operations through Chatbot Banking and FEDERAL BANK shall not be liable for any consequences arising out of FEDERAL BANK's failure to carry out the instructions due to inadequacy of funds and/or credit Facility.
  3. Without prejudice to the generality of the aforesaid, processing of all the instructions are subject to the availability of free, clear and available funds / limits in the Customer's FEDERAL BANK Account. In the event of clear funds / limits not being available, FEDERAL BANK shall not process the instructions and shall not make payments. FEDERAL BANK shall not be liable for any late charges, penalty, loss, damage, expenses, whether direct or indirect, incurred/to be incurred by the Customer in this regard and/or the services not being delivered to the Customer on account of such non-processing of instructions and FEDERAL BANK shall not be held liable in this regard.
  4. Limits on Transfers :
  5. FEDERAL BANK reserves the right to refuse any instructions for transfer of funds or limit or block transfers to particular persons. FEDERAL BANK reserves the right to set-up transaction level / daily transactions limits as may be modified by FEDERAL BANK from time to time, in future.
  6. For security reasons, and in order to comply with regulatory requirements, there are limits on the number and amount of transfers Customers can make, using the Facility. These limits may be increased/decreased by FEDERAL BANK from time to time. However, FEDERAL BANK shall not be liable in case any transactions exceeding the number and amount are effected in the Accounts due to any technical / operational errors and the Customer being penalised for the same.

Authority to FEDERAL BANK

The Customer irrevocably and unconditionally authorizes FEDERAL BANK to access all his Accounts for effecting Account Related Functionalities through this Facility . The User/ Customer authorizes FEDERAL BANK to appoint any third party service provider for providing the Facility/ Services and further authorizes FEDERAL BANK to share information relating to the One Way/ Two way Communications / Live Chat with any third party for the purpose of providing feedback to the Users.

 Records

All records maintained by FEDERAL BANK of the transactions arising out of use of the Facility, including the time of the transaction recorded shall be conclusive proof of the genuineness and accuracy of the transactions. The authority to record the transaction details is hereby expressly granted by the Customer to FEDERAL BANK

USER INFORMATION -

The User understands that FEDERAL BANK has deployed processes and technology to prevent unauthorized use or accidental disclosure of the User Information or any other data pertaining to the User on Chatbot. The User, understands and accepts that by using the Services, the User Information and any other data of the User in relation to the Services may also be stored on the application/ website/webpage and server of WhatsApp / Google Maps / Google Search / Facebook Messenger /Alexa/ Google as the case may be, which are outside of the control of the Bank and the Bank cannot guarantee the security of the User Information or any other data which is stored therein. The User unconditionally and irrevocably agrees and accepts that the Bank is not responsible for any compromise in such User Information/ data outside the control of the Bank and acknowledges that the User is providing the User Information at his own free will and risk.

The User hereby expressly consents to and authorises the FEDERAL BANK (whether acting by itself or through any of its service providers, and whether in automated manner or otherwise) to do and undertake any of the following, in relation to the User Information as may be deemed relevant by FEDERAL BANK for its purposes:

  1. i) to collect the User Information directly from the User and also from other physical or online sources including WhatsApp / Google Maps / Google Search/ Facebook Messenger /Alexa/ Google Assistant and/or accessing the User Information from credit information companies, to get the authenticity, correctness, adequacy, etc. of such User Information obtained/ verified from any sources including online data bases or any persons; and to act for and on behalf of the Users, for the purpose of such accessing, collecting or verifying of the User Information without any notice to the Users;
  2. ii) process User Information including by way of storing, structuring, organising, reproducing, copying, using, profiling, etc. as may be deemed fit by the Bank;

iii) to store the User Information for such period as may be required for contract, by law or for Bank’s evidential and claims purposes, whichever is longer;

  1. iv) to share and disclose the User Information to service providers, consultants, credit information companies, other banks and financial institutions, affiliates, subsidiaries, regulators, investigating agencies, judicial, quasi-judicial and statutory authorities, or to other persons as may be necessary in connection with the contractual or legal requirements or in the legitimate interests of the Bank or as per the consent;
  2. v) any of the aforesaid authorities may be exercised by the Bank for the purposes mentioned above, for the purposes of credit appraisal, fraud detection, anti-money laundering obligations, for entering into contract, for direct marketing, for developing credit scoring models and business strategies, for monitoring, for evaluating and improving the quality of services and products, for other legitimate purposes or for any purposes with consent.

The User acknowledges the Bank has engaged/ may engage a service provider from time to time , for various aspects related to Services, storage, software/ hardware requirements, processing of requests, engines, responses, etc. and the User has no objection to the same. The User hereby confirms that all the authorisations and rights in any of (i) to (v) above also extend to and are given above to the service providers of the Bank, including for all the sharing and disclosures amongst the Bank and its service providers.

The User hereby expressly agrees to the Bank and/or its affiliates for using the User Information and for cross-selling to him their various products and services from time to time.

Accuracy of Information

The User undertakes to provide accurate information wherever required and shall be responsible for the correctness of information provided by him to FEDERAL BANK at all times including for the purposes of availing of the Facility. FEDERAL BANK shall not be liable for consequences arising out of erroneous information supplied by the User.

PRIVACY POLICY

The User has read, understood and accepted the Privacy Policy of the Bank which can be found at https://www.federalbank.co.in/privacy-policy (“Privacy Policy”) All the changes thereto from time to time by the Bank shall be binding on the User and the User shall update itself periodically for the privacy policies in force then from time to time by using the Bank’s website for this purpose.

TERMINATION OF SERVICES -

The User may request for termination/ unsubscription of the Services any time by following the process as may be prescribed by the Bank from time to time. However, for this to come into effect, it may take such time as may be required by the Bank. The User agrees that he will remain responsible for any requests made/ messages sent to the Bank using the Services prior to the time such cancellation of the Services is effected by the Bank.

FEDERAL BANK will be at liberty to withdraw/ discontinue/ suspend/ terminate the User’s use of the Services at any time without assigning any reason whatsoever. FEDERAL BANK may also discontinue or suspend or terminate Services/ Facility without prior notice if these Terms and Conditions are breached, in case of any emergency or for security reasons, which require the suspension of the Services.

Disclaimer of Liability

The Facility / Services provided by Federal Bank on Chatbot via Website/ WhatsApp / Google Maps / Google Search / FaceBook Messenger/ Alexa/ Google Assistant / Business Messages is an automated chat facility which works on Artificial Intelligence. While FEDERAL BANK will take all reasonable steps to ensure the accuracy of the information supplied to the User and for resolution of complaints through Live Chat via Feddy, FEDERAL BANK shall not be liable for any unintentional error, resulting from for any reasons whatsoever. The User undertakes to use the information provided, at his/ her risk and shall exercise independent diligence before arriving at any conclusion. FEDERAL BANK shall not be liable for any error or omission in the contents of the information, or for any actions taken by him/ her or any third party in reliance thereon. The User shall hold FEDERAL BANK , its Affiliates, Officers, Employees or Agents harmless against any loss, damages etc. that may incurred / suffered by the User in case the information supplied to the User turns out be inaccurate / incorrect.
FEDERAL BANK will not be liable for any loss / damages, caused (i)on account of the User committing any breach of these Terms and Conditions ; (ii) due to any act / omission done by the bank, in good faith ; (iii)loss of any information / instructions in transmission ; (iv)unauthorized access by any other person to any information /instructions given by the User or breach of confidentiality; (iv)any loss or damage to the device/ / mobile phone, including loss of data, corruption of data arising from downloading any software/application for availing/use of the Facility.
Under no circumstances shall FEDERAL BANK be liable for any damages whatsoever whether such damages are direct, indirect, incidental, consequential and irrespective of whether any claim is based on loss of revenue, interruption of business or any loss of any character or nature whatsoever and whether sustained by the User or by any other person.
FEDERAL BANK is in no way liable for any error or omission in the services provided by any cellular or any third party service provider (whether appointed by FEDERAL BANK in that behalf or otherwise) to the User, which may affect the Facility.
Without limitation to the other provisions of this terms and conditions, FEDERAL BANK, its employees, agent or contractors, shall not be liable for and in respect of any loss or damage whether direct, indirect or consequential, including but not limited to loss of revenue, profit, business, contracts, anticipated savings or goodwill, loss of use or value of any equipment including software, whether foreseeable or not, suffered by the User or any person howsoever arising from or relating to any delay, interruption, suspension, resolution or error of FEDERAL BANK in receiving and processing the request and in formulating and returning responses or any failure, delay, interruption, suspension, restriction, or error in transmission of any information or message to and from the telecommunication equipment of the User and the network of any cellular service provider and FEDERAL BANK's system or any breakdown, interruption, suspension or failure of the telecommunication equipment of the User, FEDERAL BANK's system or the network of any cellular service provider and/or any third party who provides such services as is necessary to provide the Facility.
Notwithstanding anything to the contrary, FEDERAL BANK shall not be involved in or in any way liable to the User for any dispute between the User and a cellular services provider or any third party service provider (whether appointed by FEDERAL BANK in that behalf or otherwise).
The User agrees that FEDERAL BANK may hold and process his personal information concerning his Accounts on computer or otherwise in connection with the Facility as well as for analysis credit scoring and marketing. The User also agrees FEDERAL BANK may disclose, in strict confidence, to other institutions, such information as may be reasonably necessary for reasons inclusive of but not limited to the participation in any telecommunication or electronic clearing network, in compliance with legal directive, for credit rating by recognized credit scoring agencies, and for fraud prevention.
The User further agrees that the WhatsApp / Google Maps / Google Search / FaceBook Messenger /Alexa/ Google Assistant Application / Business Messages are owned and controlled by an independent third party which is unaffiliated with the Bank. The Bank is not responsible for the privacy or security policies of WhatsApp / Google Maps / Google Search/ Face Book Messenger / Alexa/ Google Assistant / Business Messages and any other entity that may be linked to/ from/ within it, and does not assume liability for any damage incurred by the User from the use of said application. The User fully understands that the Federal Bank is not endorsing the products or services of WhatsApp / Google Maps / Google Search / Face Book Messenger / Alexa App/ Google Assistant / Business Messages or of any advertisement etc. appearing thereon.
The User shall not interfere with or misuse in any manner whatsoever the Facility and in the event of any damage due to improper or fraudulent use by the User, the User shall be liable for damages to FEDERAL BANK.
FEDERAL BANK may provide any other services as a part of the Facility and makes no representation or gives no warranty with respect to the quality of the service provided by any cellular service provider.
FEDERAL BANK shall not be liable for the oversight on part of the User to update himself with the products which have been included in the Facility and specific services for each product as may be provided on the Device, by FEDERAL BANK and as will be available with the authorized call centres of FEDERAL BANK.
FEDERAL BANK makes no warranty or representation of any kind in relation to the Facility, the services, or their function or performance or for any loss or damage whenever and however suffered or incurred by the User or by any other person resulting from or in connection with the Facility.
NO WARRANTIES: TO THE FULLEST EXTENT PERMISSIBLE PURSUANT TO APPLICABLE LAW, FEDERAL BANK AND THEIR RESPECTIVE THIRD-PARTY PARTNERS, LICENSORS, AND SUPPLIERS DISCLAIM ALL WARRANTIES, STATUTORY, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT OF PROPRIETARY RIGHTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY THE USER FROM FEDERAL BANK OR THIRD PARTY SERVICE PROVIDER OR THROUGH THE FACILITY WILL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. THE USER EXPRESSLY ACKNOWLEDGE THAT AS USED IN THIS SECTION, THE TERMS “FEDERAL BANK” AND “THIRD PARTY SERVICE PROVIDERS” INCLUDE FEDERAL BANK’S AND THIRD PARTY SERVICE PROVIDER’S RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, SHAREHOLDERS, AGENTS, REPRESENTATIVES, LICENSORS AND SUBCONTRACTORS.
THE USER EXPRESSLY AGREES THAT USE OF THE FACILITY IS AT USER’S SOLE RISK AND RESPONSIBILITY. THE FACILITY AND ANY DATA, INFORMATION, THIRD PARTY SOFTWARE, REFERENCE SITES, SERVICES, OR SOFTWARE MADE AVAILABLE IN CONJUNCTION WITH OR THROUGH THE FACILITY ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE,” “WITH ALL FAULTS” BASIS AND WITHOUT WARRANTIES OR REPRESENTATIONS OF ANY KIND EITHER EXPRESS OR IMPLIED. FEDERAL BANK, THIRD PARTY SERVICE PROVIDER, AND THEIR RESPECTIVE THIRD PARTY SUPPLIERS, LICENSORS, AND PARTNERS DO NOT WARRANT THAT THE DATA, SOFTWARE, FUNCTIONS, OR ANY OTHER INFORMATION OFFERED ON OR THROUGH THE FACILITY OR ANY REFERENCE SITES WILL BE UNINTERRUPTED, OR FREE OF ERRORS, DEFECTS, DELAYS, VIRUSES OR OTHER HARMFUL COMPONENTS AND DO NOT WARRANT THAT ANY OF THE FOREGOING WILL BE CORRECTED.
FEDERAL BANK, THIRD PARTY SERVICE PROVIDER, AND THEIR RESPECTIVE THIRD PARTY SUPPLIERS, LICENSORS, AND PARTNERS DO NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE USE OR THE RESULTS OF THE USE OF THE FACILITY OR ANY REFERENCE SITES IN TERMS OF CORRECTNESS, ACCURACY, ADEQUACY, RELIABILITY, SUITABILITY OR OTHERWISE.
THE USER UNDERSTANDS AND AGREES THAT THE USER’S USAGE, ACCESS, DOWNLOAD, OR OTHERWISE OBTAINING OF INFORMATION, MATERIALS, OR DATA THROUGH THE FACILITY (INCLUDING RSS FEEDS) OR ANY REFERENCE SITES IS AT ITS OWN DISCRETION AND RISK, AND THAT THE USER WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE TO THE PROPERTY (INCLUDING BUT NOT LIMITED TO HIS/ HER COMPUTER SYSTEM AND DEVICE) OR LOSS OF DATA THAT RESULTS FROM THE DOWNLOAD OR USE OF SUCH MATERIAL OR DATA.


Prohibited Conduct

This section lists various conduct and actions, which are PROHIBITED while usage of the Facility. By using the Facility, the User agrees that THEY WILL NOT engage in any of the following:
i. Use the Facility for any purposes other than in accordance with these terms;
ii. impersonate any person or entity, falsely claim an affiliation with any person or entity, or access the Accounts of others without permission, forge another persons’ digital/wet signature, misrepresent the source, identity, or content of information transmitted via the Facility, perform any other similar fraudulent activity or otherwise send or receive what Bank reasonably believes to be potentially fraudulent funds;
iii. infringe FEDERAL BANK’s or any third party’s intellectual property rights, rights of publicity or rights of privacy;
iv.

use the Facility, or request or make any transfer, for any illegal purpose, or in violation of any applicable law, including but not limited to laws governing taxation, money laundering, terrorism financing, intellectual property, purchase of prohibited material over e-commerce and other proprietary rights and data protection and privacy

;
v. refuse to cooperate in an investigation or provide confirmation of User’s identity or any other information you provide to Bank;
vi. remove, circumvent, disable, damage or otherwise interfere with security-related features of the Facility or features that enforce limitations on the use of the Facility;
vii. reverse engineer, decompile, disassemble or otherwise attempt to discover the source code of the Facility or any part thereof;
viii. use the Facility in any manner that could damage, disable, overburden, or impair it, including but not limited to using the Facility in an automated manner;
ix. modify, adapt, translate or create derivative works based upon the Facility or any part thereof, except and only to the extent that such prohibition is expressly prohibited by applicable law notwithstanding this limitation;
x. intentionally interfere with or damage operation of the Facility or any User’s enjoyment of them, by any means, including but not limited to uploading or otherwise disseminating viruses, adware, spyware, worms, or other malicious code;
xi. use any robot, spider, other automatic device, or manual process to monitor or copy the Facility website without prior written permission;
xii. use any device, software or routine to bypass Facility’s robot exclusion headers, or interfere or attempt to interfere, with the Facility;
xiii. sell the software or any services, information, or software associated with the Facility or derived from it;
xiv. breach this terms and conditions or any other agreement or policy of FEDERAL BANK;
xv. provide false, inaccurate or misleading information;

xvi. interfere with the authentication of any instruction originating from Customer’s mobile device or provided under his / her account.

  1. access the Facility from a country that is not included in FEDERAL BANK’s permitted countries list

xvi. change or terminate Customer’s mobile phone number or registered email id without prior notice to FEDERAL BANK;

  • provide false, inaccurate or misleading information;
  • send or receive what FEDERAL BANK or third party service provider, regulators reasonably believes to be funds derived from, or transactions involving, fraud or unlawful activity;
  • control an account that is linked to another account that has engaged in any of the foregoing activities. FEDERAL BANK may use evidence other than Customer’s account information to determine whether you control an account in someone else’s name, including but not limited to Internet Protocol addresses, common business names, phone numbers, and mailing addresses

Indemnity

The User undertakes to indemnify and keep FEDERAL BANK and its officers/employees and other applicable third parties, fully indemnified and harmless from and against all the consequences of breach/ non- compliance of any of the terms, conditions, statements, undertakings representations and warranties of these Terms and Conditions, any dispute / litigation caused by User’s act or omission, error/ mistake/ negligence/ misconduct by the User, as also of any of its representations or warranties not being found to be true at any point of time, including any actions, notices, suits, claims, proceedings, damages, liabilities, losses, expenses, costs or taxes faced, suffered or incurred by the Bank including from any third parties. This indemnity shall remain valid and subsisting and binding upon you notwithstanding withdrawal of any Services/Facility(ies) of Federal Bank or closure, for any reason whatsoever, of the Account or suspension or cancellation of any or all Services/Facility(ies) of Federal Bank

Governing Law

Any dispute or differences arising out of or in connection with the Facility shall be subject to the exclusive jurisdiction of the Courts of ERNAKULAM, KERALA.
FEDERAL BANK accepts no liability whatsoever, direct or indirect for non-compliance with the Laws of any country other than that of India. The mere fact that the Facility can be accessed by a User in a country other than India does not imply that the laws of the said country govern these terms and conditions and / or the operations in the accounts of the User and / or the use of the Facility.


General
FEDERAL BANK may sub-contract and employ agents/ third party service providers to carry out any of its obligations under the Services. Chatbot service would be available to the Users in certain countries/ cities only and during timings specified by FEDERAL BANK from time to time . The User would have to ensure that the device / equipment used for availing of Chatbot Facility meets the criteria as may be specified by FEDERAL BANK from time to time. All costs incurred by the User including telecommunication costs to use the Chatbot should be borne by the User.
As a tool to correct misunderstandings, the User understands, agrees and authorizes FEDERAL BANK, at its discretion, and without further prior notice to the User, to monitor and record any or all telephone conversations or electronic communications between the User and FEDERAL BANK and any of its employees or agents.

Communications through Electronic means

Documents sent by electronic delivery will contain all the information as it appears in the printed hardcopy version as prepared and distributed by the originator, with the possible exception of graphic insertions such as photographs or logotypes. Electronic delivery may be in the form of an electronic mail, an attachment to the electronic mail, or in the form of an available download from the Website.

FEDERAL BANK would be deemed to have fulfilled its legal obligation to deliver to the User any document if such document is sent via electronic means. Failure to advise FEDERAL BANK of any difficulty in opening a document so delivered within twenty-four (24) hours after delivery shall be deemed to be validly delivered to the User.

Communication through Chatbot via WhatsApp / Google Maps / Google Search / FaceBook Messenger /Alexa/ Google Assistant

FEDERAL BANK shall have no obligation to verify the authenticity of any queries/ messages initiated by the User through Chatbot via WhatsApp / Google Maps / Google Search / FaceBook Messenger /Alexa/ Google Assistant or purporting to have been sent by the User via Chatbot other than by means of verification of the Mobile Phone Number. The display that is produced by the User at the time of operation of Chatbot via WhatsApp / Google Maps / Google Search / FaceBook Messenger /Alexa/ Google Assistant is a record of the operation of the device access and shall not be construed as FEDERAL BANK’s records of the relative transactions. FEDERAL BANK 's own records of transactions maintained through computer systems or otherwise shall be accepted as conclusive and binding for all purposes.

GRIEVANCE REDRESSAL PROCESS

User can fill a grievance form and send via email to support@federalbank.co.in

Schedule

Facility/ Service provided via Chatbot Banking

Permissible Facility to Users ( including Account holders of Federal Bank)

  1. One Way Communication and Two Way Communication services provided by the Bank by itself or through any of its service providers, through Website/ WhatsApp / Google Maps / Google Search / Facebook Messenger/ Amazon Alexa / Google Assistant
  2. Live Chat services provided by Live Agent of the Bank, to a User by means of Chatbot through Website/ WhatsApp / Google Maps / Google Search which enables the Users to avail information related to various products/services offered by Federal Bank,
  3. Details of different type of loans such as Gold Loan, Home Loan, Property Loans , Personal Loans etc
  4. *Downloading FedMobile App, activating Internet Banking , UpdatingKYC , lodging complaints in respect of any of the services, interactive customer support through live chat, debit card related queries, Account Related Functionalities.(*Permissible only to Account holders )

Permissible Account related Functionalities to Customers / Account Holders

  1. Account related banking services like generating mini account statements & Interest Certificates, Fund Transfer,account balance enquiry, opening of deposits, cheque book request, transaction status enquiry, term deposit accounts summary, loan summary, updating e-mail id with records of Bank, blocking of cards issued to customers, debit card status, apply for add on card(debit card), Reward Points enquiry, opening of loan against deposits , bill payment , Mobile recharges, Debit Card EMI eligibility check and BYOM eligibility check, cheque book request.
  1. Out of the above facility/ services, the following services will be available over WhatsApp without any requirement of registration via the registration portal in Website:
  2. Account Balance Enquiry
  3. Account Statements
  4. Transaction Status Enquiry
  5. FD and Loan Summary
  6. Card Block
  7. Certificate Downloads
  8. Reward Point enquiry
  9. DC EMI and BYOM Eligibility check
  1. Registration via the registration portal in Websiteis mandatory to access any service for Alexa, Google Assistant & Facebook messenger.