If a fraudster, or an unauthorised third party takes money from your account through our Banking App or Internet Bank service, we guarantee to refund your money immediately after being notified of the unauthorised transaction(s). We’ll also restore your account to the state it would have been in, had the transaction(s) not been made.
On becoming aware of an unauthorised transaction(s), you must notify us without undue delay and no later than 13 months after the date that the transaction(s) debited your account, otherwise you may not be entitled to a refund.
You may also not be entitled to a refund if:
- You later realise that you have been scammed into making a payment.
- You have failed to comply with the security obligations set out in our product, Banking App and Internet Bank terms and conditions, either intentionally or with gross negligence.
- You have acted fraudulently, which includes withholding information or making false statements in your claim.