Privacy Policy

Last Updated: January 6, 2026

INTRODUCTION

Prime NOW is an online banking and account management service offered by Prime Bank PLC. to you, in accordance with the Terms and Conditions mentioned herein.

To continue using Prime NOW or to avail of Prime NOW services, please read and if agreed you/customer may accept the Terms & Conditions and the Privacy Policy below and access the services of the Prime Now.

By using this Application/App from your smart phone, you are providing your consent and understanding on the following authorizations:

To avail the service, the user is granting Prime NOW the right to use the device’s various accesses.
To use and avail the services, the user is agreeing to all Terms & Conditions and Privacy Policy related to Prime NOW as stated hereunder.

1. Privacy Policy

This Privacy Policy (the “Privacy Policy”) outlines how your data, including any personal and financial data collected via this app, will be used and handled. This Privacy Policy may be updated at any time, and continued access to or use of this constitutes acceptance of any changes.

2. Use of Location Data

2.1. Certain services use information about the Customer's physical location as sent from their smart device. By using these services, the Customer consents to Prime Bank, its partners and licensees, Apple and Google accessing, monitoring, transmitting, collecting, maintaining, disclosing, processing, and using the Customer's location data to provide the relevant functionality. This will be in accordance with the Terms and Conditions and Privacy Policy of Prime NOW, as well as those of Apple and Google.

2.2. The Customer will be asked to provide consent to the use of location services for the first time. Further, based on device configuration and OS, camera, microphone permission may be sought as well.

2.3. This consent may be withdrawn at any time by turning off the location services settings on the Customer's mobile or smart device and from device settings.

2.4. Access to Google Maps APIs through the link is subject to separate Google terms and conditions, available at: http://maps.google.com/help/terms_maps.html and Google's privacy policy is available at www.google.com/privacy and https://www.apple.com/privacy.

3. Biometric Authentication

3.1. These terms and conditions ("Terms") regulate the use of the Biometric Authentication service ("Biometric") provided by Prime Bank PLC ("the Bank" or “Prime Bank”). Biometric Authentication is a customer identity verification process that involves the scanning or analysis of biological inputs such as fingerprint scanning and facial recognition.

3.2. In the event of any conflict or inconsistency, these Terms shall prevail over all other terms and conditions to the extent of such conflict or inconsistency.

Acceptance of Terms: Biometric Authentication is optional and subject to the acceptance of the Customer.
Protection of Smart Device: Customers understand the need to protect their mobile or smart devices.
Registration for Biometric Login: By registering for Biometric Login, Customers agree to enable this feature within the Prime NOW on their devices.
Third-Party Registration: Customers hereby acknowledge not to register any third party's fingerprints/facial recognition on their mobile or smart devices or with the application.
Access and Use of Biometric Data: Customers hereby acknowledge and agree that for the purposes of biometric login, the application will access the fingerprints/ facial/ biometric recognition registered on their mobile or smart devices.
Device Security: Customers understand that the fingerprint/ facial recognition authentication module of their mobile or smart devices is not provided by the Bank.

4. Permissions

4.1. By using the Prime NOW app, you agree to grant the following permissions:

CAMERA: This allows us to utilize the camera for tasks such as capturing your national identity card for OCR (Optical Character Recognition) purposes and conducting liveliness checks.
READ CONTACTS: Granting access to your contact list enables a more convenient way to perform mobile recharge and mobile financial services transactions.
WRITE CONTACTS: Required for certain functionalities related to managing contacts within the app.
USE BIOMETRIC: This permission is necessary for authorizing your biometric identity, enhancing security measures.
WRITE INTERNAL OR EXTERNAL STORAGE: With this permission, you can download account statements, card statements, and various certificates as PDFs.
READ INTERNAL OR EXTERNAL STORAGE: Necessary for accessing utility documents or uploading images from your device.
READ MEDIA IMAGES: Necessary for allowing access to media images.
LOCATION: Providing access to your current location is mandatory for performing transactions.

5. Common Terms and Conditions

All the terms and conditions of the Services and the Common Terms and Conditions are legally binding; therefore, it is important to read them carefully. Further proceeding to open account with Prime Now indicates that customer has read, understood, and accepted the terms and conditions of Prime Now Products and Services listed below.

6. Terms and Conditions for Prime NOW

6.1. Definition

PBPLC/PBL/Bank refers to Prime Bank PLC.
Prime NOW refers to the digital banking service offered by Prime Bank PLC.
Account refers to Prime NOW Transaction Account.
Customer refers to individuals maintaining a Prime Now account or Card.
Card refers to Prime Now Debit Card/ Credit Card/ Prepaid card held by customer.
Two Factor Security Token (2FA Token) is a software/hardware/SMS/Email token to generate one time Password for using transactions both financial and non-financial.
BEFTN refers to Bangladesh Electronic Fund Transfer Network as per the rule of Bangladesh Bank and the amendments thereto, made from time to time.
NPSB refers to National Payment Switch Bangladesh which is a domestic ATM sharing network governed by the Bangladesh Bank.
RTGS refers to Real-time Gross Settlement which is an irrevocable real-time electronic funds transfer mechanism for domestic transactions minimum amount of BDT 100,000 and above.
A Biller refers to a utility service provider for the Customer.

6.2. Services

Device Requirements: Prime NOW works on compatible Smartphones, having the latest updated version and Internet Connectivity.
Access: Customers must keep their devices secure and always close or shut down Prime NOW app when not in use. If a customer suspects that their Customer ID, password, or other security details have been compromised, they must contact the Bank immediately by calling the Contact Centre/ Chat bot. The same applies in the case of a lost or stolen password. Failure to comply may result in the Customer being held liable for any unauthorized transactions on their account and Prime Bank will not be responsible for such incidents.

6.3. Customer Responsibilities and Undertakings

Customers acknowledge that smartphones used to access the Prime NOW Banking Services are subject to the same security risks as other computers. It is the Customer's responsibility to maintain anti-virus, anti-spyware programs and other security measures on their device(s) and to keep their devices secure from viruses, malware, spyware and other security threats. Customers should install periodic security updates offered by their operating systems.
Customers agree to exercise caution when using the Prime NOW Services. Any losses, charges, and unauthorized transactions involving the Customer's account(s) that are incurred through the loss of the Customer's device or failure to safeguard security credentials (such as customer names, passwords, fingerprints) will remain with the Customer's responsibility.
Should the requirements for smartphones be modified to improve or upgrade the Prime NOW Service, the Bank shall not be responsible for any resultant costs of new devices or service provider connections required to use Prime NOW Service. Any such costs will be borne by the Customer.
In the event of connectivity or other access-related difficulties with a smartphone, it is the Customer's responsibility to liaise with the concerned service provider to resolve the problem before contacting the Bank. e. By participating in the Prime NOW service, Customers agree that the service may require the use of the device’s data and text messaging capabilities, and that standard data and text messaging charges will apply according to the Customer's service agreement with the mobile or smart service provider. Certain services, will use location data sent from the Customer's device. For biometric login, the device’s fingerprint scanner or face recognition camera (if compatible) will be used to authenticate the Customer. By using these services, Customers consent to the transmission, collection, maintenance, processing, and use of their location data and queries to provide and improve location- based products and services. Customers may withdraw this consent at any time by turning off location services settings on their device.
After the first use of any Prime NOW Services, Customers are deemed to have accepted and be bound by the terms and conditions of the relevant services.
Customers agree that all information provided to the Bank about the Services is true, up-to-date, and complete.
Customer hereby acknowledges that there may be a time lag in the transmission of instructions, information, or communication via internet/ smartphones.
Customers agree to protect, defend, hold harmless, and indemnify the Bank and its shareholders, directors, employees, and officers from and against any and all claims, losses, damages, liabilities, obligations, demands, penalties, actions, causes of action, proceedings, judgments, suits, costs, and expenses of any kind (including legal costs) arising from the Bank’s compliance with the customer's use of Prime NOW App. Customers irrevocably and forever waive, release, discharge, and relieve the Bank from any claims, obligations, and rights arising whatsoever/ howsoever from the Bank’s compliance with the Customer's use of the Prime NOW App.
Customer agrees, understands and authorizes Prime NOW to collect customer information (i.e. contacts, external storage, location related data) to enhance the customer experience with new features.

7. Terms and Conditions Prime NOW Services

7.1. Account Requirements

To be eligible for Prime Now services, customers must maintain at least one Prime Now transaction Account. Prime Now services won’t allow customers to have multiple Prime Now transaction accounts; however, A customer can maintain multiple scheme/FDR account/deal(s). The Bank reserves the right to deny, limit, or revoke access to Prime NOW services without prior notice, at its sole discretion.

7.2. Customer Registration Using NID

The following terms and conditions ("Terms") govern the registration process for customers of Prime NOW using national identification documents (NID) and associated biometric verification through facial matching. In the event of any conflict or inconsistency, these Terms will supersede all other terms and conditions.

7.3. Acceptance of Terms

Customers are required to accept and adhere to these Terms. By accepting these Terms, customers acknowledge and consent to Prime Bank PLC for utilizing and verifying the information contained within the NID for customer authentication purposes. This authentication process enables access to Prime NOW services, including but not limited to login, account inquiries, and other transactions as determined by the Bank at its discretion, utilizing the NID registered with the customer's mobile or smart device linked to the App.

Safeguarding NID Card: Customers must diligently safeguard their NID card. Upon successful account opening, the Bank's application will utilize and securely store the NID information for future reference.
Request for Additional Information: Prime Bank PLC reserves the right to request additional information from customers as deemed necessary, which will be securely retained for future use.
Digital Log Maintenance: Prime Bank PLC will maintain a digital log documenting all instances of successful and unsuccessful customer registrations, including matching parameters, for audit purposes.
Additional Security Measures: The Bank may implement additional security measures during the customer onboarding process, including verification of phone numbers via OTP codes and other necessary measures.
Third-Party NID Registration: Customers are strongly advised against registering any third-party or disputed NIDs on their mobile or smart devices or with the application. Prime Bank PLC cannot be held liable for any access granted to third parties because of such registration, nor for any resulting losses or damages incurred.
ID Authentication Database: Customers acknowledge that the NID authentication database is not provided by Prime Bank PLC. The Bank holds no responsibility for the authentication function, which is under the authority of the Election Commission of Bangladesh.
Data Leakage Responsibility: Prime Bank PLC disclaims responsibility for any leakage of information or breach of NID data from third-party platforms other than Prime NOW.
Minimum Requirements: To utilize Prime NOW, customers must own a compatible smartphone or relevant device with an authorized platform (Android, iOS), a high- resolution camera, and an internet connection to the NID verification server. Minimum Android Versions __________ and iOS Versions __________, for other mobile phone operating systems, it is advisable to have the latest version for computability.
Successful Registration Criteria: Successful customer registration through NID is contingent upon meeting specific matching parameters (BFIU, Circular-25 dated 08.01.2020, Clause 3.2.4).
Particulars Matching Percentage
Applicants' Name ≥ 80%
Date of Birth 100%
Face Verification ≥ 80%
NID Number 100%
Father's Name ≥ 80%
Mother's Name ≥ 80%
The Bank retains the right to amend, adjust, remove, or modify any of these Terms, with prior notice of such revisions. The changes will become effective on the date specified in the notice. By continuing to use the Application following such notification, Customers are considered to have consented to and accepted the modifications.
In accordance with the e-KYC guidelines outlined by the Bangladesh Financial Intelligence Unit (BFIU), circular no-25, Clause No. 2.30, all Bangladeshi banks, non- bank financial institutions, insurance companies, capital market intermediaries, Mobile or smart Financial Services (MFS), Digital Financial Services (DFS), and other companies licensed by the Bangladesh Bank are authorized to utilize and authenticate customer NID information and biometric data for digital onboarding purposes.

Particulars	Matching Percentage
Applicants' Name	≥ 80%
Date of Birth	100%
Face Verification	≥ 80%
NID Number	100%
Father's Name	≥ 80%
Mother's Name	≥ 80%

7.4. mPIN Setup and Login

A Mobile Personal Identification Number (mPIN) typically consists of a numeric sequence utilized for authenticating an individual to a system. In Prime NOW, the PIN serves as a means of customer authentication during login. Customers are required to enable and establish a unique PIN code for login purposes.

Strength of PIN: Customers are advised that their PIN must be strong and minimum ____ and maximum _____ digits. A strong PIN number often arises from customer discretion. It is advised not to choose a code that is too predictable (e.g., 11111, 55555, etc.) or consists of consecutive digits (e.g., 12345, 23456, 98765, 87654, etc.), or dates of birth.
Privacy and Security of PIN: Customers are advised to keep their PIN private and secure. Prime Bank PLC will not be held responsible for any security breach due to unauthorized access through the PIN number.
PIN Change: Customers can change their PIN anytime. The change comes into effect upon confirmation by the Bank.
Failed Attempts and PIN Reset: After three (03) consecutive failed attempts, they will direct the Customer to the Password/Biometric login. If the PIN number is forgotten, customers are advised to reset the PIN immediately.
Reporting Suspected Breaches: The PIN is the primary source of authentication. Once a customer discovers or suspects that their PIN has been compromised to someone else, or if their identified mobile or smart phone number has been lost, or the Prime NOW Service has been used by an unauthorized party or for an unauthorized purpose, the customer must immediately inform the Bank via App/Chatbot.
Protection Against Scams: Prime Bank PLC (PBPLC) or its authorized representatives shall not, under any circumstances, request customers to disclose their OTP or PIN of their Prime NOW App. The Bank shall only contact customers using the hotline numbers. In the case of any suspicious call, customers must dismiss any other call and immediately inform the Bank from the App/Chatbot.
Modification of Terms: Prime Bank PLC reserves the right to change or modify these terms & conditions or cancel this feature at any time with a notification.

Customer ID, Password and Security

Establishment of Prime NOW ID and Password: Upon opening Prime NOW account, the application will prompt the customer to establish their Prime NOW ID and Password. By default, the customer’s phone number will serve as their Prime NOW ID.
Password Change Recommendation: It is recommended for customers to change their passwords in cases of suspicions to mitigate the risk of hacking, misuse or fraudulent use of their accounts.
Authorization with Customer ID and Password: Customers acknowledge that the Customer ID and Password shall act as their authorized signature when using Prime NOW Services. This authorizes and validates instructions given to the Bank by the customer through Prime NOW App, and shall be treated in the same manner and have the same effect as an actual signature to avail the Service. Every transaction initiated after entering the correct Password shall be deemed to be initiated by the customer.
Fraudulent Activity Reporting: After the initial registration for the Service, the bank shall not contact customers for their security details. Customers should not supply their security details under any circumstance if they receive any such request, as it is likely to be fraudulent. They should report any such activity immediately to the Contact Centre through call or Chat bot.
Account Details Update: Customers must ensure that their account or card details, and other information provided, are correct and up to date, and notify the Bank as soon as any change(s) take place.
Two Factor Security (2FA) Implementation: For extra security in Fund Transfer through Prime NOW App, the Bank has made Two Factor Security (2FA) mandatory. Two Factor Authentication (2FA) will utilize OTP (via SMS and Email) and Biometric Verification. Customers bear the responsibility of securely maintaining the 2FA key and other credentials to mitigate the risk of fraudulent activities.
Acknowledgment of Inherent Risks: Customers hereby acknowledge the inherent risk of accessing banking services over the Internet and availing the Prime NOW Service on their Smartphone are advised to take all necessary precautions to safeguard themselves from such risks.
Customer Responsibility for Transactions: Customers shall be responsible for all transfers/transactions authorized through Prime NOW services. They are responsible for the proper and authorized use, confidentiality, and authority of Prime NOW Password for access to each account and should take every possible care to prevent unauthorized use of the Password for the Account.
Error Detection Disclaimer: Customers hereby acknowledge that Prime NOW Passwords are not used to detect errors in communication and any such communication shall be deemed to be those of the Customer.
Customer Responsibility for Transactions: Customers shall be responsible for all transfers, withdrawals, transactions, and instructions initiated or originated using Prime NOW Password.

7.6. Customer Authorizations and Instructions

Instruction Authorization: The Customer irrevocably authorizes the Bank to act on all instructions given or apparently given through Prime NOW access to the Account in the name of the Customer.
Account Debit/Credit Authorization: The Customer authorizes the Bank to debit or credit the appropriate Account or Card accordingly without taking any further steps to authenticate the instruction.
Handling Contrary Instructions: If the Customer gives instructions contrary to Prime NOW Terms or otherwise, the Bank may, at its discretion and without advance notice to the Customer, and without affecting other rights of the Bank:

a) Refuse those Instructions.
b) Reverse bill payments or inter-account transfers made on those instructions,
c) Require written confirmation from the Customer of a particular instruction,
Account Suspension: Suspend or stop the Account for any period. However, if the Customer requests the Bank to reverse the instruction after the Customer has given it, the Bank may, at its discretion, try to do so to the extent possible under the rules and practices of the banking system. The Customer agrees to be responsible for any costs incurred by the Bank as a result.
Customer Request and Bank Action: Suspend or halt the Account for any duration deemed necessary. However, should the Customer request the Bank to reverse an instruction after initially providing it, the Bank may, at its discretion, attempt to do so within the parameters of banking system regulations and practices. The Customer hereby acknowledges their responsibility for any costs incurred by the Bank because of such actions.
Unauthorized Instruction Reversal: If the Bank comes to believe that an instruction may not have been properly authorized by the Customer, the Bank shall be entitled, after making reasonable efforts to check whether it was properly authorized, to take steps to reverse any action taken based on that instruction without notifying the Customer. The Bank shall not be responsible for any loss to the Customer resulting from such a reversal.
Cut-off Time: When the Customer instructs Prime NOW Service, the Bank will act on that instruction by the cut-off times notified to the Customer through the Prime NOW. From time to time the Bank may notify the Customer of changes to these cut-off times. Instructions given at any other time may not be acted on until the next business day.

7.7. Applicability of Other Terms

Subject to the variance and changes made in Prime NOW terms, the Common Terms and Conditions so far practicable shall be applicable for Prime NOW service.

7.8. Online Fund Transfer

Prime NOW Account/Card to Prime NOW Account or Own Prime NOW Account Transfer will be executed on real time from Prime NOW app. The transfer will follow the guideline provided by Prime Bank PLC.

Transaction Responsibility: Costumers shall be solely responsible for all financial transactions via Prime NOW. Fund Transfers can be made from one account to another account held with Prime NOW. Fund Transfers can be initiated for a bank account maintained with other banks with the help of BEFTN/NPSB/RTGS. Therefore, Bangladesh Bank rules & regulations for BEFTN/NPSB/RTGS are applicable. Please read the Terms and Conditions regarding this from the Bangladesh Bank website.
Fund Transfer Process: For Fund Transfers to accounts maintained with other Banks, Prime NOW will send the fund transfer request through BEFTN/NBPS/RTGS. The time taken to process the transfer will depend on the beneficiary bank.
Accuracy of Transaction Details: Customer is fully responsible for putting in the correct account number and transaction amount for the fund transfer request. Bank will not be liable for any erroneous transactions arising out of or relating to you, the Customer, entering wrong account numbers and/or amounts.
Transaction Limit: The maximum amount of transaction limit is subject to change from time to time at Prime NOW’s sole discretion.
Transaction Fees: Transaction fees are subject to change from time to time, fees will be guided as per Schedule of Charges, time to time published on the website.
Transaction Value Date: For BEFTN and RTGS transactions made after working hours or on public/bank holidays, the value date will be the next working day.
Account Restrictions: No transaction is allowed from a non-convertible taka account to a convertible account through the Prime NOW App. Transactions from Foreign Currency Accounts are also not allowed.
Scheduled Fund Transfers: Customers can schedule their fund transfer through Prime NOW for services

7.9. Anti-money Laundering and Combating Financing of Terrorism

The Customer hereby agrees and confirms not to utilize the Prime NOW service for money laundering and combating financing of terrorism or any other illegal or unlawful purposes.

Compliance with Legal Obligations: The Customer shall fully comply with the laws related to money laundering, terrorist financing and shall refrain from using the Prime NOW service for any unlawful, anti-terrorism, or anti-state activities.
Explanation Requirement: Prime Bank reserves the right to demand explanation(s) from the Customer regarding any matter pertaining to money laundering and anti-terrorism laws of the country.
Indemnification: The Customer undertakes to fully indemnify the bank for any loss, economic or otherwise, should they be involved, directly or indirectly, in the act of money laundering.

7.10. Bill Payment Service

Eligibility: Electronic Utility Bill Payment Service is only available to Customers of the Prime NOW who are already Customers of Prime NOW Service and shall cover all the utility bill payments of different Billers with which the Bank has agreement.
Scope of the Service: Prime NOW will provide Electronic Utility Bill Payment Service to Customers for paying utility bills through the app with payment instructions containing details of the Customer and utility bills as mutually agreed between the Bank and the Biller from time to time.
Instructions

a) The Customer, through Prime NOW App, shall issue instructions to the Bank for payment of an amount to the Biller’s account against the Customer’s utility bill by debiting designated Customer Account or credit/prepaid at his/her own risk and responsibility. After satisfactory verification and transmission of such instructions for payment, the Customer will be issued a unique confirmation reference number (the “Confirmation”) visible on the phone screen.
b) It is the responsibility of the Customer to select or type the correct payee’s name, address, amount, and account number or credit/prepaid card number of the Biller. The Bank shall not be responsible if the Customer makes any mistake by selecting the incorrect payee, providing an incorrect address or account number, or any other error or omission.
c) Payment instructions initiated through Prime NOW against insufficient or unavailable funds in the Account or credit/prepaid card of the Customer and which are not covered by a prior overdraft agreement with the Bank, shall not be processed. There is no obligation on the part of Prime Bank/ Prime NOW to notify you in case a payment does not go through either due to insufficient funds or for any other reason.
Statements and Record Retention

a) Periodically, the Bank shall e-mail or deliver statements of the Account or card(s) of the Customer, which shall include utility bill payment details to the Customer.
b) The Customer shall review the periodic payments and inform the Bank in writing within ten (1) business days from date of statement of any discrepancies.
c) The Account or Card information and transactions will be recorded and retained for one year as to be usable for subsequent reference.
Transaction Value Date: Any BEFTN transaction made on holiday (Weekly, public or Bank holidays i.e. 1st July or 31st December) or after Prime NOW system cut- off time, the transaction value date will be the next working day. The Bank shall not be responsible for any loss of interest or liability incurred/suffered by the Customer including but not limited to return of cheques, loss of interest or loss of exchange rate arising due to such transaction being not shown on the day the same occurred.
Availability of the Service: It is hereby acknowledged by the Customer that the provision of the Electronic Utility Bill Payment Service and Prime NOW access to Customer’s Account are dependent upon the availability of communication, processing, function, and other facilities of the applicable systems. The Bank cannot warrant such availability at all times. The service can be interrupted due to several technical and/or other reasons. The Bank shall be entitled to suspend disconnect or discontinue the provision of the Electronic Utility Bill Payment Service or Prime NOW access to the Customer Account or credit/prepaid card(s) with or without any prior notice to the Customer and/or Biller for the purpose of carrying out of maintenance, upgrades or other works. In the event that the Bank suspends, disconnects, or terminates the Electronic Utility Bill Payment Service or website access (Internet Banking) and Prime NOW access to the Account upon the occurrence of any event over which the Bank has no control, the Bank shall not be made liable for any loss or damage caused to the Customer and/or Biller because of such suspension, disconnection or termination.
Exclusion of Liability:

a. Except as provided herein, the Bank shall not be liable to the Customer or any other person for any claim, loss or damage arising directly or indirectly from the Electronic Bill Payment Service or website access (Internet Banking) and Prime NOW access to the Account or from the unauthorized use, interruption, unavailability or transmission of virus, failure to carry out instruction at the right time or any incorrectness, misstatements or omitted information or mistakes in utility bill payment or inter-account transfer, wrong credit/prepaid card number or errors, deletion or failure that occurs as a result of any malfunction of the computer, software or system of the Biller or transaction reserved under these Prime NOW Bill Payment Terms and conditions, or breach of confidentiality arising directly or indirectly from any other causes, expense or damages, including but not limited to loss of anticipated profit or other economic loss in connection with the Electronic Utility Bill Payment Service and Prime NOW access to the Account.
b. The Bank shall be in no way responsible for any excess payment or partial payment made by the Customer while paying through Prime NOW Service. It is the discretion of the Customer, and he/she shall be solely responsible for any consequences as per the contract between the Biller and the Customer. The Bank assumes no responsibility on behalf of the Biller.
c. BTRC rules will be applicable in case of mobile or smart recharge through Internet Banking/ Prime NOW service.
Suspension of the Service: The Bank may, at any time, without giving prior notice or reason, suspend or terminate all or any of the Bill Payment Service or their use by the Customer.
Applicability of Other Terms: Subject to the variance and changes made in Prime NOW Bill Payment Terms and conditions, Prime NOW Terms and the Common Terms and Conditions so far practicable shall be applicable for the Electronic Bill Payment Service.
Other Terms:

a. The Bank will not be responsible for disconnection of the concerned utility service.
b. The Bank shall not be held responsible for disconnection of the utility service for any reason by the Biller;
c. This agreement does not bind the Bank as an agent of the Biller. The Bank shall not be responsible for the maintenance of the utility services.

8. Common Terms and Conditions for All Digital Banking Services

To be eligible to use any of the Digital Banking Services, the Customer must maintain at least one CASA (Current & Savings Account) with Prime NOW. The Bank retains the right to deny access, limit access or transactions, or revoke access to the Prime NOW services without advance notice to the Customer at its sole discretion.

8.1. Customer’s Undertakings and Liabilities

Customer undertakes to use the Services subject to the Bank’s stated process.
After the Customer’s first use of any of the Services, he/she shall be deemed to have accepted and be bound by the terms and conditions of the relevant Services.
Customer warrants that all information provided by Customer to the Bank in relation to the Services are true, accurate, and complete and should take liability for any consequences, therefore.
Customer undertakes that the Bank has the right to use his/her personal information and account information, and the Bank will make efforts to ensure the information is confidential in the Bank unless:

a) There are any requirements to disclose the information in any relevant laws or regulations or from the government or any supervisory organizations.
b) It is necessary to disclose the information so as to prevent fraud.
c) In order to provide the Services, some of the information must be disclosed according to the decision of the Bank.
d) To provide related information to authorized organizations according to the laws.
e) Only terms and conditions related to account officially provided by the Bank in writing are the basis the Customer could use as to execute his/her rights.
Customer acknowledges that there may be a time lag in the transmission of instructions, information, or communication via SMS/Mobile or smart/Web/Internet.
Customer must compensate the Bank for any loss the Bank suffers because of his/her breaking any of the terms and conditions for Prime NOW service; and these Common Terms and Conditions.

8.2. The Bank’s Liabilities

In any event, the Bank will not be liable for any loss or damage to you if any of the Services or any feature or functionality of any of the Services are not available to you, including any direct, indirect, consequential, or special loss.
Examples of circumstances in which the Bank will not be liable to you for any loss or damage resulting from the use of the Services include (but are not limited to):

a) Acting on an instruction that has been validly authenticated as coming from you but which in fact may have been given by somebody else through the fraudulent use of your Mobile or Phone Number, Prime NOW Password, and Bill Payment Subscriber ID; or
b) Any incompatibility between any of the Services of the Bank and your equipment and systems, e.g. Smartphone, Tab, mobile or smart subscriber system and/or software; or
c) Any machine, system, or communications failure, industrial dispute, or other circumstances beyond the Bank’s control that leads either to any of the Services being totally or partially unavailable or to instructions given via the Services not being acted upon promptly or at all; or
d) Your reliance on any financial information provided as part, or by means, of the Services; or
e) Any misuse of your aforesaid equipment and/or systems by you or anyone else; or
f) Any access to information about your account(s) which is obtained by a third party;
g) Any unsecured internet connectivity.
In the event that you suffer any loss or damage as a result of using the Services, the Bank shall only be liable for direct loss or damage which, in the ordinary course of events, might reasonably be expected to result from the circumstances in question and only if such loss or damage is proven, beyond reasonable doubt, to have been caused by the Bank’s gross negligence or willful default. Furthermore, under no circumstances whatsoever will the total liability of the Bank in connection with any of the Services exceed the fees/charges received by the Bank from you in the preceding six-month period.
Unless it can be proven beyond all reasonable doubt that the Bank is at fault, we will not be liable to you for any losses you suffer or costs you incur because of the following reasons: a) You are unable to access or use Prime NOW for any reason or there is a delay in its use.
b) Any device, hardware or software you use in connection with the is damaged or corrupted or fails to work;
c) Prime NOW does not work as you expect, does not meet your requirements or contains errors or defects or we fail to correct these; or
d) There is a reduced level or failure to provide any service caused by any third-party service providers including software providers and mobile or smart operators.
Reporting Unauthorized Transaction and Error Resolution

a) If you suspect that unauthorized transactions are being made from your Account or credit/prepaid card, you should change the Prime NOW Password immediately and notify the Bank.
b) If you find any periodic statement to be incorrect or want more information about a transaction or have reason to believe that the Bank has executed your instructions incorrectly, you should contact through Chat bot in writing or to Contact Center over telephone within ten (10) business days upon receiving your statement, with following information: Customer Name, Account or Credit Card/Prepaid Card Number, Transaction Details, Transaction Reference Number etc., Otherwise, you will be deemed to have accepted all the transactions, statements and Bank’s execution of the instructions and take all the responsibilities/loss/liabilities.
c) We strongly advise you to check all bank statements for any unauthorized transactions.
d) Should any unauthorized transaction take place we shall carry out an investigation and notify you the result of the same within ten (10) business days upon receipt of the notification and will correct the error (if any) promptly. If the Bank needs more time to investigate, we will inform you accordingly and this may take up to ninety (90) working days.
e) If you disclose or suspect that your Prime NOW App Password or any part of it is known to someone else, you must immediately change it personally through the Services. If this is not possible, you must notify the Bank immediately Chatbot or Contact Center. The Bank may suspend use of the Services until the matter is resolved.

9. Availability of Services and Disruption

Customer hereby acknowledge that the provision of the Prime NOW Services access to the accounts is dependent upon the continued availability of communication, processing, function, and other facilities of the applicable systems, and the Bank cannot always warrant such availability. The Bank is entitled to suspend, disconnect, or discontinue the provision of the Services or Prime NOW access to the account by prior notification in the App’s notification for the purpose of carrying out the maintenance, upgrades or other work. In the event the Bank suspends, disconnects or terminates the Services or Prime NOW access to the account upon the occurrence of any event over which the Bank has no control, the Bank shall not be liable for any loss or damage caused to you as a result of such suspension, disconnection or termination.

10. Communications

10.1. Any complaints in connection with the Services should be communicated through Chatbot or Contact center.

10.2. Please ensure that all your details, including your address, is accurate and up-to- date as all correspondence shall be sent to the address given to the Bank. In case of a change in address or any details, you are required to inform the Bank immediately.

10.3. The Bank shall in no way, be responsible for any act or omission that occurs as a result of you failing to do so under this Clause.

11. The Bank’s Advertisement

From time to time the Prime NOW may advertise its own products and services and those of the Bank’s subsidiaries through the App. If, in connection with other agreements with the Bank, you have asked the Bank not to send you any marketing material, please be informed that this restriction will not apply to these advertisements.

12. Security Precautions

The Customer should change his/her mPIN/ Password regularly and shall do so whenever the Services require him/her to do so. Customer should not choose a PIN or Password he/she has used before and avoid third-party biometric registration on the app.;
Whenever Customer chooses Prime NOW PIN or Password he/she must take care not to choose a number that is easy to be guessed by anyone trying to access the Services pretending to be him/her. For example, the Customer should avoid his/her own or a relative's birthday, or any part of his/her telephone number;
Customer must take all reasonable steps to ensure that he/she safeguards his/her Prime NOW Password, PIN, mobile or smart phone recording of Identified Mobile or smart Phone Number, Internet Banking Password and Bill Payment Subscriber ID at all times, whenever possible. He/she must not disclose any details of his Internet Banking Password, Prime NOW PIN Password and Bill Payment Customer ID to anyone else, to a member of the Bank’s staff, or to someone giving assistance on a technical helpdesk in connection with the Services. It is recommended to avoid third party fingerprint or face ID on your device to avoid any third-party access.
Customer must not record his/her Prime NOW Password/ PIN in a way that could make it recognizable by someone else as password.
If the Customer discloses or suspects that his/her Password/PIN or any part of it is known to someone else, he/she must immediately change the Password or PIN. If this is not possible, he/she must notify the Bank immediately by contacting with call center. The Bank may suspend use of the Services until customer goes to any branch or contacts the hotline to unlock it.
Customer must not allow anyone else to operate the Services on his/her behalf.
Customer must not leave his/her system unattended while he/she is online to the Services. This applies whether the Customer’s system is a device the Customer has sourced independently of the Bank or a device provided by the Bank to access the Services in one of the branches of the Bank. However, the public nature of our branches makes it particularly important that if the Customer access the Services from a device in one of the branches of the Bank the Customer does not leave that device unattended while on- line and the Customer ensures that he/she has gone off-line before leaving the branch.
Customer must not access the Services from any device connected to a local area network (or LAN), or internet connectivity through WIFI network in public places such as an office environment or restaurant without first making sure that no one else is able to observe or copy access of the Customer or obtain access to the Services pretending to be the Customer.
Customer understands that the Bank has implemented a security procedure for the purpose of verifying the authenticity of the payment instructions transmitted to the Bank by the Customer, and not for the purpose of detecting errors in such instructions. Customer agrees that this procedure constitutes a commercially responsible method of providing security against unauthorized instruction. Customer agrees to be bound by any instruction issued by Prime NOW Password and received and verified by the Bank in accordance with such security procedure, and Customer shall indemnify and hold the Bank harmless from and against any loss suffered or liability incurred by, or arising from, the execution of instruction in good faith and in compliance with such security procedure.
Customers hereby understand, acknowledge, and confirm their awareness of the numerous risks inherent and associated with conveying Instruction to the Bank via the Internet and Prime NOW (including but not limited to damages incurred as a result of viruses within the machine or terminal, lack of clarity in the instruction and any risks associated with the Bank processing a forged/tampered instruction in good faith) and hereby confirm their acceptance of all risks and unconditionally agrees that all risks shall be fully borne by them and the Bank will not be liable for any losses or damages arising as a consequence the Bank acting (without being obliged to) on any instruction by them or purporting to be from them received by the Bank provided the Bank has acted in good faith.
Customer must comply with any other requirements designed to protect the security of his/her use of the Services which are notified by the Bank to him/her in any other way.
The Internet by itself is vulnerable to a number of frauds, misuses, hacking, phishing and other actions which could affect Prime NOW service of the Bank. Whilst the Bank shall aim to provide security to prevent the same, there cannot be any guarantee from such Internet frauds, hacking and other actions which could affect Prime NOW Service of the Bank. The customer shall separately evaluate all risks arising out of the same.

13. Ownership Rights in Connection with the Service Software and Other Information

By supplying the Service Software to access the Services, the Bank is granting you a non-exclusive, non-transferable, temporary license to use the Service Software for the purpose of accessing the Services, and for no other purpose. Therefore, you must not:

I. Use them except in connection with accessing the Services.
II. Make copies, sell, assign, commercially rent, sub-license, and otherwise transfer them to any third party;
III. Try to decompile, reverse engineer, input or compile any of the Service Software
IV. If you use the Services in other regions outside Bangladesh, Customer is responsible for complying with the local laws including but not limited to obtaining necessary licenses/certificates.

14. Termination

The Bank may, at any time, without giving prior notice or reason, suspend or terminate all or any of the Prime NOW Services or their use. The Bank shall not be liable to the customer for any loss whatsoever resulting from the action or inaction of the Bank.
Upon termination the Bank shall not be liable to refund the Service fee and other related fee and charges that it has already charged.

15. The Validity of the Terms

If one or part of the terms and conditions of Prime NOW proves to be legally unsound or unenforceable in any way, this will not affect the validity of the remaining portion of the terms and conditions.
If the Bank waives any of the terms and conditions of the Prime NOW Services once, this may be on a temporary basis or as a special case only. Such waiver shall not be deemed to be a continuing waiver of the said terms and conditions of the Prime NOW Services.

16. Assignment

The Bank may transfer its rights and delegate its duties and responsibilities under the terms and conditions of Prime NOW Services to any current and future affiliated company, either directly or indirectly or to any third party for execution.

17. Governing Law and Jurisdiction

The establishment, execution, implementation and explanation of terms and conditions for Prime NOW Service shall be governed by and construed in accordance with the laws of the People’s Republic of Bangladesh. Each of the Services shall be provided by the Bank subject to the provisions of all applicable operating circulars, guidelines of Bangladesh Bank, and any other applicable provisions or laws of the land including Anti Money Laundering Act and Combating Financing Terrorism.

18. Dispute Resolution

The Parties shall first attempt in good faith to resolve any dispute through amicable resolution. If unresolved within thirty (30) days or any other mutually agreed time upon a dispatch of a “Notice of Dispute”, then the dispute shall be referred to arbitration under the Arbitration Act 2001 in force when the Notice of Arbitration is submitted. The seat of arbitration shall be in Dhaka, the language shall be English, and the tribunal shall consist of three arbitrators, one appointed by each Party and the third jointly appointed by the two arbitrators. The arbitral award shall be final and binding upon the Parties. Each Party shall bear its own cost of arbitration.

19. Force Majeure/Technical Glitches

Notwithstanding anything to the contrary contained herein, nothing herein shall apply if the Bank is prevented from discharging any or all of its obligation herein or otherwise due to any cause arising out of or related to Force Majeure event or Technical Glitches or for any reasons beyond the reasonable control of the Bank.

20. Other Clauses

The terms and conditions for the Prime NOW Banking Services shall prevail for the purpose of related Services.
Any notification from the Bank to customer shall be deemed as received by you through the Bank’s website or other publication.

21. Amendments

The Bank reserves the right to modify, amend, update or add new terms and conditions at any time, at its sole and absolute discretion. Any revisions and/or additions to these terms and conditions will take effect once the Bank’s provides reasonable notice to the Customers which may be given by publishing or posting it on its website or by display, advertisement or any other method the Bank deems appropriate, these changes will be binding on the Customers if they continue to maintain or use the Services on or after the effective date of the variation.

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