These General Terms and Conditions for Using the Service of Sending Money Remittances through the Internet of Postal Savings Bank j.s.c. Belgrade (hereinafter referred to as: the General Terms and Conditions) shall govern the terms and conditions for using and the manner of providing the service for using money remittences through the Internet. These General Terms and Conditions shall be applied also to the access to and the use of the TIZI Internet portal for sending money remittances of Postal Savings Bank j.s.c. Belgrade.
Sender (Payer) : a natural person issuing a payment order in the form of an one-off payment transaction by debiting his/her account of the payment card of an international issuer;
Receiver (Payee) : a natural person designated as the receiver of funds that are the subject of the payment transaction;
One-Off Payment Transaction : means the execution of a certain payment transaction, i.e. the transfer of funds initiated by the Sender as the Payer, and it is carried out irrespective of the legal relationship between the Sender and the Receiver;
Money Remittance : a service of executing a money remittance where the Bank receives the Payer's funds without opening a payment account for the Payer, only for the purpose of making these funds available to the Payee.
TIZI Portal : the Internet portal of the Bank through which the service of sending money remittances through the Internet is provided.
Payment Card : a payment instrument issued to the Sender by a foreign payment service provider and used for providing the transfer of funds to the Receiver.
The service of sending remittances through the Internet presents a service of transferring money only from foreign countries to the Republic of Serbia. A user of the service of sending remittances through the Internet ( hereinafter referred to as: the Customer) may be an adult natural person who is a holder of one of the supported payment cards for payments through the Internet (debit or credit) issued by a foreign payment service provider. An updated list of supported payment cards is available within the TIZI Portal.
Sending remittances through the Internet shall be carried through the TIZI Portal. For using the TIZI Portal it shall be necessary to carry out one-time registration by using following data:
By accepting these General Terms and Conditions, the Customer undertakes, under penalty of perjury, to enter correct personal data when registering on the TIZI portal. After a successful registration, signing in on the TIZI Portal shall be carried out by using the user name and password you have chosen when registering. The user name and password for an access to the TIZI Portal must not be used by another person. Do not share your user name and password with other persons, nor write them down. If the user name or password is found out or used unauthorized, the Sender shall be obliged to inform the Bank immediately. The Sender may request a blockade of the order on the TIZI Portal by calling the Call Center of the Bank (24/7) on the following phone number +381 11 20 20 292. A verbal information (by phone, etc.) must be confirmed in writing, within seven days following the day of the verbal information, by sending a request by post or e-mail to the following e-mail address: firstname.lastname@example.org.
By completing information necessary for the execution of a money transfer and accepting these General Terms and Conditions, the Sender gives a consent to the Bank to execute the respective transfer of money. A framework contract between the Sender and the Bank shall not be concluded by using the service of sending remittances but each separate instruction for the transfer of money shall present a separate Contract on One-Off Payment Transaction.
The Sender shall provide the funds for sending a money remittance by using a payment instrument (payment card) that was issued to him/her, based on the framework contract referring to the issuing of that payment instrument, by a foreign payment service provider. Prior to executing an one-off payment transaction, the Bank shall provide at least following information through the TIZI Portal:
Upon receiving the funds, the Bank shall inform the Receiver about the incoming of funds by sending an SMS message to the mobile phone number given by the Sender. The Bank shall be obliged to make available the funds to the Receiver not later than the end of the business day when the authorization of the payment transaction was made by using the payment card. If the authorization of the payment card was made at the time when the Bank is not working, it shall be deemed that the funds were received on the following business day. If the Receiver holds an account with the Bank, the funds shall be transferred to that payment account. If the Receiver does not hold a payment account with the Bank, the funds shall be paid to him/her in cash in any branch office of the Bank. For money transfers in favor of the payment account of the Receiver, the funds shall be made available to the Receiver within several minutes. The money transfer in favor of the Receiver's payment account shall be possible only if the Receiver already holds a payment account with the Bank.
For the transfer of money remittances in cash, the funds shall be paid to the Receiver during the business hours of the Bank's branch office. The business hours of the Bank may be checked on the following link: www.posted.co.rs.
The funds shall be paid to the Receiver only after identification and verification of the data by having an insight into his/her personal ID document and presentation of the data on the transaction in connection with the respective transfer of money such as: name and surname of the Sender, country of sending, approximate amount of the transferred funds and ID no. of the transaction. If the Receiver does not take over the funds within 30 days, the Bank shall return the funds to the Sender. The Bank shall deduct the amount of funds that should be returned for actual charges arisen during the return of funds.
If the Sender provides the Bank with instructions for the transfer that do not contain all mandatory elements or do not fulfill the conditions for execution stipulated by these General Terms and Conditions, the Bank shall refuse them. The Bank shall immediately inform the Sender about its refusal to execute the instructions and, if possible, the reasons for refusal and the procedure for rectifying mistakes that were the cause of refusal, unless it was otherwise stipulated by regulations.
The Bank has a right to postpone or refuse to execute a transaction by the order of the Sender if the AML/CFT regulations request that.
The Bank has a right to ask additional data from the Customer necessary for executing its stipulated obligations in AML/CFT.
The Bank may temporarily block the possibility of using the service, in part or in total, as well as executing transactions by the order of the Sender without the Sender's consent if the Sender does not provide the requested additional data upon the Bank's request within the given or reasonable term, whereby the Bank shall not be responsible for the damage the Customer suffers by non-executing the transaction or by denying the use of the service.
The transfer of funds in favour of one Receiver is limited to EUR 5,000 (in RSD) on a monthly basis, either one or connected transactions are in question.
The Bank shall credit money remittances in RSD. The payment card account of the Sender shall be debited in a currency in which the account is maintained with the payment service provider of the Sender. The currency shall be exchanged by the card organization in accordance with its own exchange rate list applicable at the moment of processing the transaction or the Sender's payment service provider that issued the payment card to him/her if such method of exchanging currencies has been agreed. When the Bank receives the payment order, it shall inform the Sender about the expected exchange rate applied by the card organization. The Bank shall not bear the responsibility for exchange differences that may arise due to different dates of the authorization of the transaction and the date of debiting the Sender's payment card account.
The Sender shall be obliged to pay a fee to the Bank, in accordance with the Tariff of Fees of the Bank, for the performed money transfer service. The Sender's payment card issuer shall transfer the total amount of funds to be transferred and the fee of the Bank. The Bank shall charge the fee immediately after it transfers the Sender's funds.Any change in the amount of fees shall be published in due time and available to the Sender within the TIZI Portal and on the website of the Bank www.posted.co.rs.
The Bank shall be liable to the Customer for the following:
By accepting these General Terms and Conditions, the Sender confirms the following:
Serbian language shall be used for any communication between the Bank and the Customer in connection with the rights and obligations incidated in the Contract. The above mentioned shall not exclude the use of other languages, all in accordance with good practice in the banking business.
The Customer shall have a right to lodge a written complaint to the Bank if he/she deems that the Bank does not comply with the law, these General Terms and Conditions, good business practice and obligations indicated in the Contract.
The Customer may send a complaint within three (3) years following the date when his/her right or legal interest was violated, at any counter of the Bank, to the following address: Banka Poštanska Štedionica, a.d, Beograd, Kraljice Marije br.3, 11120 Beograd or electronically to the following e-mail address email@example.com and by a contact form for complaints on the website of the Bank www.posted.co.rs.
The Bank has an obligation to provide a written answer to the complaint within fifteen (15) days following the date when the complaint was received, with a note that exceptionally, for the reasons not depending on its will, the term may be extended for additional fifteen (15) days, whereof it is obliged to inform the Customer in writing by indicating the reasons for which it is not able to provide an answer within the term, as well as the deadline when the answer will be provided.
If the Customer is not satisfied with the answer of the Bank or the Bank has not provided an answer to him/her within the stipulated term, the Customer may lodge a claim to the National Bank of Serbia to the following address: Sektor za zaštitu korisnika finansijskih usluga, Nemanjina 17, 11000 Beograd (Department for Protection of Financial Service Users, 17, Nemanjina Street, 11000 Belgrade) or Poštanski fah 712, 11000 Beograd (Post Office Box 712, 11000 Belgrade), as well as by the contact form on the website of the National Bank of Serbia www.nbs.rs, by choosing the following option: "Podnesite pritužbu/prigovor na rad davaoca finansijskih usluga" ("Lodge a claim/complaint to the work of financial service provider").
A dispute with the Bank may be settled also in an out-of-court proceeding - mediation proceeding that has been initiated at the request of one of the parties to the dispute, and accepted by the other. It may be conducted before the National Bank of Serbia or other body or a person authorized for mediation. Initiating and conducting of a proceeding shall not exclude or affect the exercise of the Customers rights to the court protection.
The provisions of the Law on Payment Services, the Law on Foreign Exchange Operations, the AML Law, the Law on Contracts and regulatory framework governing the area of payment services shall govern all that has not been governed by these General Terms and Conditions.