Digital Wallet 

Terms and conditions

1. Definitions

In these terms and conditions, the words below have specific meanings, and the singular includes the plural.

1.1 Authentication credentials – the credentials you use to unlock your mobile or wearable device and authorise payments. These credentials depend on your device and may be a PIN, a fingerprint, or face or eye biometrics.

1.2 Card – your Nedbank or American Express credit, debit, charge, cheque or prepaid card with a Mastercard, a Visa or an American Express logo. Garage and private-label cards without card association branding do not qualify for digital wallets.

1.3 Digital wallet – a third-party wallet that you may load your card into to transact digitally through a mobile or wearable device. The following digital wallets are eligible: Apple Pay, Fitbit Pay, Garmin Pay, Google Pay, Samsung Pay, and SwatchPAY!

1.4 Digital-wallet provider – the provider of the digital wallet.

1.5 Merchant – a provider of goods and services that accepts payment through a card machine, an app or an e-commerce website. The card machine must have a contactless symbol and accept contactless payments for most digital-wallet purchases, excluding Samsung Pay.

1.6 Nedbank, we, us or our – Nedbank Limited (registration number 1951/000009/06) and its successors or assigns, including Nedbank Group, unless indicated otherwise.

1.7 Terms – these terms and conditions, which apply when you load your card into a digital wallet.

2. Using digital wallets

2.1 Loading cards into digital wallets

2.1.1 Loading cards into digital wallets is subject to these terms and your initial card agreement, as well as the terms and conditions and privacy notices of merchants and digital-wallet providers.

2.1.2 You can load your card into a digital wallet by:

2.1.2.1 opening the digital wallet;

2.1.2.2 accepting the terms and conditions of the digital-wallet provider;

2.1.2.3 following the process to register your card;

2.1.2.4 accepting these terms; and

2.1.2.5 activating your card by either entering the one-time password (OTP) that we will send to you via SMS or by contacting the Nedbank Call Centre on +27 (0)860 775 775.

2.1.3 You can also load your card into the Apple Pay wallet directly from the Nedbank Money and Nedbank Private Wealth app.

2.2 Security

2.2.1 Your device authentication credentials are used to authorise your card transactions via the digital wallet. Therefore, you must not share your authentication credentials with anyone, and you must store only your own biometrics on your device.

2.2.2 If the information of another person is used to transact on your card, these transactions will be treated as if you had authorised them.

2.3 Transacting

2.3.1 You can transact via the digital wallet using your card by:

2.3.1.1 opening the digital wallet with the authentication credentials you have chosen during registration; and

2.3.1.2 tapping your device against the card machine.

2.4 Transaction history

2.4.1 The digital-wallet provider may provide lists of transactions done using its digital wallets.

2.4.2 All your card transactions will still be available on your card statement, the Nedbank Money and Nedbank Private Wealth apps and Online Banking.

2.5 Mobile data

You must have mobile data to transact with digital wallets.

2.6 Replacement or renewed cards

2.6.1 If we issue you replacement or renewed cards (when your card expire) that are personalised with your name, we will load your digital wallets automatically so you can continue to transact using the digital wallet.

2.6.2 If your replaced or renewed card is not personalised with your name, you will need to manually reload it into the digital wallet.

2.7 Lost, stolen or new devices

2.7.1 If your device is lost or stolen, phone the Nedbank Contact Centre on +27 (0)860 775 775 to have your card deleted from the digital wallet or suspended. There is no need to block or replace your card unless it is also lost or stolen.

2.7.2 If you have a new device, you must delete your cards from your old device and register them on your new device.

2.8 Personal information

2.8.1 The digital-wallet provider will receive the card information that you provide when you load your card into the digital wallet and will encrypt it before sending it to us to request registration of your card.

2.8.2 We will then give unique payment credentials to the digital-wallet provider so that it is not necessary to store any of your card information to facilitate payments. Always refer to the terms and conditions and privacy policy of the digital-wallet provider for more information.

2.8.3 We may receive some information about your device, location, and digital-wallet provider account to help detect and prevent possible fraud. This information will be used only for enabling digital-wallet transactions.

2.9 Suspension of service

2.9.1 We may suspend or terminate the use of your card in digital wallets if you breach these terms or if we suspect any fraudulent activity or misuse of your card.

2.9.2 The digital-wallet provider also reserves the right to suspend or terminate your use of the card and/or change the functionality of the wallet without reference to us. If this happens, we will not be liable to you or any third party.

2.10 Removing cards from digital wallets

You can remove your cards at any time by choosing the deletion option in the digital wallet or by phoning the Nedbank Contact Centre on +27 (0)860 775 775.

3. General

3.1 You will continue to earn Greenbacks, American Express Membership Rewards points and SAA Voyager miles at the same rate as when you use your card at a card machine, on the app or on an e-commerce website.

3.2 Although there is currently no charge for loading your card into a digital wallet, we may, at our discretion and after having given you written notice first, charge for the digital-wallet functionality (or additional features or functionality).

3.3 You are responsible for any fees that the digital-wallet provider or any other third party may charge.

3.4 For any dispute regarding your transactions call the Nedbank Contact Centre on +27 (0)800 555 111. Depending on the type of transactions, you can dispute them within 30 days from your statement date.

3.5 We may change these terms and give you written notice. If any of these terms or subsequent updates to them conflict with any terms or conditions in your initial card agreement, these terms (in this addendum) will apply to the extent of the conflict.

3.6 It is specifically agreed that these terms or any subsequent updates to them cannot apply for longer than the term of your initial card agreement, and these terms will end immediately when your initial card agreement ends.

3.7 These terms are governed by the laws of the Republic of South Africa.

4. Liability

4.1 If a clause in these terms is invalid, illegal or unenforceable, it will not affect the validity, legality or enforceability of the remaining clauses of these terms.

4.2 If we fail to exercise or enforce any right or provision of these terms, it will not constitute a waiver of that right or provision.

4.3 Any breach under these terms entitles us, in addition to our normal common-law remedies, to take legal action, and you agree to reimburse us for the costs associated with that legal action on the attorney-and-own-client scale.

5. Contact us

Phone us on 0800 555 111 or visit any of our branches or nedbank.co.za for help.

6. Alternative dispute resolution

6.1 If you have a complaint, phone us on +27 (0)860 444 000 or email us at clientfeedback@nedbank.co.za. We are available on weekdays from 08:00 to 17:00 and Saturdays from 08:00 to 12:00. If you have a dispute or a complaint about your account, you will need to send us a written statement setting out the dispute or the complaint. We undertake to investigate your dispute or complaint within a reasonable time, keep you informed during the investigation and provide you with a final written response.

6.2 If you are not satisfied with our response referred to above, you have the right to contact the Ombudsman for Banking Services, the Financial Sector Conduct Authority or the National Consumer Tribunal, using the details below: