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Personal Terms & Conditions

About the Terms and Conditions

These Terms and Conditions are between you and dopay and you agree to them by signing the Customer Agreement . The laws of the Arabic Republic of Egypt apply and disputes will be settled by the Cairo courts.

About dopay

dopay helps businesses to pay their employees, contractors and other beneficiaries electronically instead of using cash. We do this by issuing prepaid cards to people just like you. Your dopay card gives you instant access to your salary, or any other payment which you might receive .

Our services are offered in partnership with Bank ABC Egypt. The Central Bank of Egypt has given approval to Bank ABC Egypt for dopay to offer the services as described in this Customer Agreement.

How to Contact Us

Email us at help@dopay.com.

Call us at 16939 (or +2 27929 760 when you are abroad).

Send us a letter to: dopay, The Greek Campus, office 304, 28 El-Falaki Street, Downtown, Bab Ellouq, Cairo.

How We Will Contact You

We will contact you via your mobile phone or your home address.

Our records are considered to be the final evidence of your address. It is your responsibility to let us know if any of your contact details change or are incorrect.

We will send you instant notifications when you spend or receive money. We will also notify you if there are any planned or unplanned events which effect the use of your card.

Your Card

Your card is a prepaid Mastercard powered by Bank ABC Egypt. The card is personal to you and may not be used by anyone else. The validity of the card is printed on the back of the card.

The card remains the property of dopay and we may ask you to return the card upon our request.

Activating Your Card and Setting Your PIN

To activate your card, you must call our call centre at 16939. Our call centre agents will take you through some security questions, so please make sure you have your card and ID with you when you activate your card.

You can only use your card after you have set your PIN. We will ask you to set your PIN when you call us to activate your card. This PIN is personal to you and you should never disclose the PIN to any other person. Dopay will never ask for your pin.

Using Your Card

You need enough money in your account to make payments. To use your card in an ATM or POS you will need your PIN. Your card should work anywhere where Mastercard is accepted, however, we can not take responsibility if the card transaction is refused – this can happen due to many reasons, Ex: temporary insufficient funds in an ATM.

We also can not take any responsibility for any disputes between you and merchants for the goods and services that you have received from them using the card.

We record all transactions that you make with your card. Our record of your card transactions is binding, and is considered final evidence. Accordingly, you are responsible for all expenses and obligations that arise out of the use of your card.

Some transactions that would take your balance below zero may still go through. If that happens, we will let you know the amount that you will need to repay. You will be requested to make this repayment as soon as possible.

We may block your card if:

  • we suspect criminal activity on your account
  • we are not legally allowed to make the payment
  • it goes over your card limits

If we block a payment, we will let you know as soon as possible, using one of our usual channels of communication (see ‘How We’ll Contact You’ section above).

Using Your Card Abroad

At this moment you can not use your card abroad. We will let you know when this service becomes available.

Card Limits

Your card has daily and monthly limits for card usage. We may temporary block your card if you exceed these limits. For more information, please contact our team.

How Your Money is Protected

When we receive a payment for your account, we place the money into a ring-fenced account held at our partner bank Bank ABC Egypt. We place the equivalent value of e-money into your account, so that you can use it to withdraw cash or make payments.

This helps protect you if we were to become insolvent. So no matter what happens to us, your money will remain safely held at Bank ABC Egypt, who are regulated by the Central Bank of Egypt.

You Agree to Us Using Your Information

By accepting these terms, you agree to us using your information to make and receive payments on your account. If you are no longer happy for us to use your information, we will have to close your account. Please note that we may keep your personal data and use it where we have lawful grounds to do so, for example for regulatory reasons.

We have a separate Data Privacy Notice that can be found here.

Fees and Charges

You may have to pay other costs, taxes or charges in relation to your dopay account which are outside of our control and not charged by us. You agree that we can deduct these fees from your account. For further information about fees, please contact us using one of the methods outlined above (‘How to Contact Us’).

If Something Goes Wrong

Keep your card, PIN and mobile safe at all times. If we discover any security issues affecting your account, we will contact you immediately.

If you lose your card, please call us as soon as possible. You have 30 days from the date of the transaction to object a transaction – otherwise the transaction is considered to be final.

In most cases, you will receive a refund for a transaction if:

  • the transaction occurred after you called us to report your card missing , unless you acted fraudulently
  • we should have applied secure customer authentication but we didn’t, unless you acted fraudulently
  • the transaction resulted in a loss due to our mistake or inaccuracy with your payments

You will not be able to claim back money you have lost if:

  • you purposely did not keep you card, PIN or phone safe, or you were very negligent in not keeping them safe or gave them to someone else
  • you acted fraudulently

If money is paid into your account by mistake, you give us permission to correct it without requiring your consultation.

Closing or Suspending Your Account

You can close your account at any time. If you would like to close your account, please get in touch with us. You will need to repay any money you owe us before we can complete your account closure. Once your account has been closed, your card will no longer work, and you will not be able to access your account.

We can close your account by giving you at least two months’ notice. We may close or suspend your account, or stop you from using your card immediately if we believe you have:

  • broken the terms of this agreement
  • put us in a position where we might break the law, where we have broken the law or where  you have attempted to break to law
  • given us false information at any time
  • been abusive to anyone at dopay or a member of our community

If the account is closed and the balance of the account is less than LE 10.00, you agree to waive the balance. If the balance is higher than LE 10.00 you have the right to recover the balance within three months from the account closure.

How to Make a Complaint

If you have a complaint, please contact us and we will do our best to fix the problem. You can contact us through any of the methods outlined above. If you are still not happy, you can refer your complaint to the Central Bank of Egypt on info@cbe.org.eg.

Making Changes to This Agreement

These Terms & Conditions will always be available on our website.

We can make changes to our fees or the terms of this agreement. If we do many any changes, these will be communicated to you electronically.

These changes may arise as a result of a change to:

  • the law, regulation or regulatory decisions
  • the way we run our business
  • the cost of providing your account and running our business, for example a change in our technology and service costs
  • the banking or financial services system

If we make changes to the Terms and Conditions that are clearly in your favour, we will tell you once we have made them. Otherwise, we will give you two-month’s notice and tell you our reasons for the upcoming change in the most secure way, using one of our usual channels (see ‘How we will contact you’ above). The only exception to this is if we are required to make changes by law before the two-months notice period ends.

If you do not agree to these changes, you can let us know and we will close your account with no fee.  If we don’t hear from you before the changes come into effect, we will assume that you are happy and accept the changes we have made. If we need your consent to any changes in the Terms & Conditions, you agree that your electronic consent on these changes are considered an acceptance of the new Terms & Conditions.